TransAmerica Customer Service Issues

Regarding policies [redacted] and [redacted]: My wife and I hold long-term care policies with your company. We were recently informed of changes where we could either pay increased premiums or maintain the same premium by forfeiting the "cola" feature of the policy. Opting to keep the old premium and forego the "cola," we promptly paid our premiums and were reassured by Nadine that our coverage was active. On July 2nd, a letter claimed we failed to respond to an endorsement request, which we never received. Specifically, the endorsement was only for my policy, with my wife's supposedly on its way as per Shanique, but it has yet to arrive. Additionally, the discrepancy between your website promising a 5-minute wait for a representative and the actual hour-long wait time stated when calling customer service raises concerns about the definition of good customer service.

I currently have a long-term care policy with Transamerica that I've held for many years. Recently, I received a letter regarding opting out of marketing communications. However, attempting to do so has been incredibly frustrating. I was unable to opt out online or over the phone as the company did not recognize my policy number. After a lengthy wait, a customer service representative finally contacted me and after a series of hurdles, I requested a callback. When the callback eventually came, I was transferred to someone who could assist with opting out, but the line abruptly disconnected, stating the number was invalid. This entire process has consumed countless hours, and I am thoroughly frustrated with the lack of resolution. - L. G.

Hello, I wanted to reach out regarding my recent submission of paperwork on Monday, August 27th. The form indicated that it would take 2 business days for the funds to be deposited electronically into my checking account. I am currently facing some difficulties as my car broke down due to a fuel leak, costing me $[redacted] for towing and mechanic services. I had anticipated receiving my Transamerica check by now to cover these expenses. Despite checking with Lake Michigan Credit Union where I bank, there has been no sign of the pending deposit. It has been 7 days since my submission, and I am anxious about not being able to pay my mechanic. I hope to have the money in my account by Tuesday, September 4th, to settle this payment. I would greatly appreciate your assistance in expediting this process so I can address my financial obligations promptly. Thank you for your attention to this matter, and I look forward to your prompt reply.

I am Dana Burns from Cook Yancey King & Galloway law firm in Shreveport, Louisiana, representing The Estate of Sara Burroughs. Sara held a Long Term Care Policy with Transamerica Life Insurance Company. I sent correspondence on 08/21/[redacted] regarding Sara's passing, including necessary documentation. Transamerica requested the death certificate again, which was already provided. We need a contact person for our office, reachable at [redacted] or [redacted], or via email. Thank you.

I am unable to locate my Life Insurance policy. I have information on the automatic premium deductions. I require two copies promptly for other purposes. Can you assist me? Since I relocated in May of [redacted], my address remains the same except for the Apartment Number and Telephone Number. The current Telephone Number is [redacted], and the new Apartment Number is Apt. #107C, previously 105D. I need details for the form including the Policy Number, Face Value, and Cash Value for verification purposes only. Thank you for your quick assistance. Eileen J. Custer [redacted] Main Street, Apt. #107C Harleysville, PA [redacted] [redacted].

I am encountering an issue with Medicare not paying a claim, possibly due to an unpaid deductible, which I believe should be covered by my Transamerica supplemental Plan F. However, I am unable to register for an online account to access my information. Due to my current illness with laryngitis, I am seeking assistance through online chat or email. My policy number is [redacted]04 under the name Kristine Caruson-Boudreaux, while Medicare has me registered as K CARUSON-BOUDREAUX, which has caused minor confusion previously.

I am attempting to access my TransAmerica account that was established in [redacted] when I started working for TiLite. Following TiLite's acquisition by Permobil, there seems to be a problem with my account. My employment with TiLite/Permobil concluded in May [redacted], and I have not been successful in obtaining any details about the account to transfer it to my current retirement plan. Despite this, I am unable to log in or reset my password, yet the system indicates that an account is linked to my email address.

I am currently facing issues accessing my Transamerica retirement account due to a lost phone and email, making it impossible to reset my password. Despite trying to reach a representative over the phone, I have been unsuccessful. This situation has caused me an estimated loss of $24,[redacted] recently. I find the automated system unhelpful and believe that such difficulties could lead to significant financial losses for both Transamerica and its customers. I value the company but am disappointed with the current access restrictions and lack of human assistance. I hope to resolve this matter promptly to possibly increase my investments. Your prompt attention to this matter is greatly appreciated. Thank you.

I submitted the paperwork on Friday, May 8th to surrender the life insurance policy held by my mother, Lois Bradley, Policy No. [redacted]44. I am her court-appointed financial and medical guardian. I am seeking to cash out the policy to support my mother, who has Alzheimer's, in remaining in her home. Could you please provide an estimate of the time it will take to process the cash out? Thank you. - S.A., Alaska (+1-[redacted], [redacted])

I called on May 25, [redacted], to request the deferral of my June payment to July, with a double payment thereafter. I agreed with the representative that this could be done. However, checking my account 10-14 days ago, I discovered Transamerica had withdrawn the June payment, causing my account to be overdrawn, leading to significant daily overdraft fees totaling over $[redacted]. This has placed me at risk of eviction from my home, as I now lack the funds for rent. I have canceled my policy due to financial constraints. As a senior citizen responsible for my very ill sister, who I care for at home, I am deeply concerned about our situation. I believe Transamerica should rectify this issue by contacting Brannon Bank to reimburse the overdraft fees and clear up the situation.

I have been attempting to contact customer service for the past three days without success, enduring hold times of over 1 1/2 hours on two occasions and still have not been able to speak with a representative. I am highly disappointed with the level of service provided by Transamerica. I am formally requesting the cancellation of the Medicare supplement "Plan F" policies for myself, Michael B. McKee, with policy number # [redacted]80, and for my wife, Maxine G. McKee, with policy number # [redacted]84. I kindly ask for confirmation of the cancellations to be sent via phone call, text message, or email. Thank you.

I recently switched my account service from Vanguard to Transamerica on December 5th. However, I am experiencing difficulties accessing my account despite setting up an online profile. My account number is [redacted]42. It seems like there are issues with the communication network, as I am unable to retrieve any data. Due to the challenges in reaching your company and the extended wait times on the phone, I am considering switching to a different insurance provider if the situation is not resolved promptly. Please address these connectivity issues within a few days to prevent any further inconvenience.

I noticed that Transamerica has taken over the servicing of variable annuities that were once managed by Vanguard. The designated phone number for these accounts is [redacted]; however, the wait times are currently 2-3 hours. Other departments at Transamerica are unable to assist with these specific accounts. Personally, I spent over an hour attempting to get through to them. Unfortunately, there isn't an option for them to call back on this line. It would be convenient if a service like Gethuman could reach out to them on my behalf and provide the generic customer service number listed on Transamerica's website. Thank you.

I've been waiting for 3 hours with no response from Transamerica. My annuity was moved from Vanguard to them, and I have inquiries regarding it. I am considering transferring it to a different company. I would like to understand my Post-tefra cost status and confirm the transfer. Also, I’m interested in knowing if there are any load charges associated with changing investment options and if there are any surrender fees if I decide to cash out the annuity.

As the trustee of a trust that invested in a Vanguard Annuity, I have encountered issues following the transfer to TransAmerica. Unfortunately, I am unable to register the trust and have been experiencing continuous transfers to different numbers during my phone calls. I am seeking assistance from the web support department to address this challenge, if they are the appropriate team to handle this matter. The transfer process has been quite chaotic, and I believe the individual overseeing it should be held accountable for their actions.

When I tried to contact customer service regarding my annuities, I experienced long wait times on three consecutive days in mid-December. On the fourth day, after being on hold for over 1 hour and 40 minutes, I finally spoke to a representative. Despite my efforts, the money I tried to withdraw did not reach my bank account. On January 4th, I made two separate calls with over an hour of hold time but had to give up. It wasn't until January 5th that I could talk to someone. Unfortunately, there is no other way to communicate with the annuity department besides phone calls; there is no chat or email option available. Furthermore, multitasking while on hold is challenging due to frequent voice messages about the importance of the call. The issue was traced back to a problem with Transamerica not completing the wire transfer, but they assured me they would resolve it.

I have been trying to initiate my first partial withdrawal from my TransAmerica Annuity, which I have owned since [redacted]. Upon contacting customer service in mid-December after long hold times, I followed the instructions, but no money reached my bank account by January despite my statement showing the withdrawal. Upon a second call that lasted 2 hours and 45 minutes, I found out the routing number on the deposit slip was incorrect, but no one had informed me. I was then directed to attach a check instead and send it back. Despite 10 more days passing, the money did not appear in my account. After waiting on hold for 4 hours before giving up, I encountered difficulties sending an email. Now, I am back on hold once more. I was told by reps during previous calls that they are aware of the issue and are working on hiring more staff. For a company like Transamerica, it is unacceptable for this process to take over a month for a withdrawal amounting to $15,[redacted] from a customer who has been with them for 33 years.

Subject: Policy 44F114771 Inquiry I recently received three letters from Transamerica regarding Policy 44F114771. The letters, dated 11/24/[redacted], 2/8/[redacted], and 2/9/[redacted], mentioned the possibility of me being the rightful owner of the funds. I faced challenges with phone communication due to limited hearing, preventing me from calling the provided numbers [redacted] and [redacted]. I completed and returned the forms enclosed with the initial letter. The subsequent letters referenced Claim Number LWP[redacted] and requested assistance in contacting Thomas B. McDuff Sr., which is not feasible as he passed away in [redacted] at around [redacted] years old. I am the last surviving member of the immediate McDuff family, and there are no living beneficiaries apart from myself. I did not contact the second provided number [redacted] due to the phone communication issue. I believe I am the designated beneficiary of Policy 44F114771, and I am willing to provide any further assistance required to ensure the funds remain within the family. Thank you, Thomas B. McDuf

I am looking to update my credit report to improve my credit score. I need to change my address from [redacted] Riversedge Rd., Louisville, Tn [redacted] to my current temporary address at [redacted] Walden Legacy Way, Apt. [redacted], Knoxville, TN [redacted] as we are living in an apartment temporarily. I am now with Crye-Leike Realtors in Knoxville, having left Coldwell Banker last March. I use two credit cards for security reasons and pay them off monthly to avoid interest charges. I am trying to understand when items like CBNA will drop off my report. I have closed several other accounts such as Ann Taylor, Kohls, JCPenny, Bloomingdales, Macy's, Pier One, and others mainly due to non-use. I settled an unpaid bill with Best Buy three years ago, and have a new card with a zero balance there. My financial situation has improved, with $[redacted],[redacted] in savings, stock investments, and no outstanding debt except for my car payment. I have worked hard to clean up my credit and need this reflected in my score to buy a house. I have always made timely payments and aim to maintain zero balances on the cards I still have open. Any assistance in boosting my credit score would be greatly appreciated. Thank you, Judy H. [redacted] [redacted]

I have made numerous attempts over the past year to contact Transamerica Life Insurance Co regarding a needed update for the owner and beneficiary information on a policy. Despite sending emails to [redacted] with the necessary forms attached, all I receive is an automated confirmation with no further follow-up. When calling customer service, the long 60-90 minute wait times often lead to dropped calls without any callbacks. It took months to receive a response acknowledging the update of the policy owner but not the beneficiary, and subsequent attempts to reach them through email and letter have been fruitless. Adding to the frustration, I received confusing correspondence about different policy maturity dates, further complicating matters. Reaching customer support to clarify this has proven impossible, with extended wait times and no response to requests for them to contact me. Despite efforts to resolve these issues, I have had no success.