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Problem with J Hancock Retirement Services Plan..
I separated from my company PGC on Jun 1. I have very recently had a personal situation arise that requires more funds to be distributed from my account. I sent an overnight mail with the correct form, signed by me, and it was received in the MA office 8/5/16. On 8/9, I checked the status online, which showed absolutely NO activity. I called and emailed. The email said I needed to call the number I had already called, where I was told it was in process. On 8/11, I checked again, NO activity. I called and was told in process. Today 8/12, i checked again and NO activity. I called and the person actually tried to research what was happening. She was unable to get any kind of resolution, or ETA as to when I can expect to receive the funds, but she did indicate it usually only takes a couple of days, but sometime s up to 5. She asked for my phone number in the event the dept needed to clarify anything with me, and I provided. Your MA office is closed now, I received no call, NO activity shows on my account, and you have maintenance on your site till 8A Monday. I will then have to start all over again checking and calling. I am VERY unhappy, and VERY frustrated.
Followup to the above--as of 8/12, no action has been taken on my file, so I called the number and spoke with Josh who indicated he will try to expedite, and took my number (again) and said I should receive a call within 48 hours. This after I indicated this was a severe emergency--I understand that is the guideline, but frankly in an emergency situation, and one where I have called numerous days, to hear that it could take 2 days for someone to call, is a slap in the face! No one there cares about the customer, and the inability to reach anyone who has the power to do something is exceedingly frustrating.


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