Reliastar Service Center

We have dealt with various term life companies related to the same policies now held by ReliaStar (dubious name). Since they have taken over we have nothing but lost checks, missing electronic payments, long hold times and fruitless results from every call we have made. There is no email that works for a response and when one elects to have a "call back" no call is ever received, not 30 minutes not 30 days.

Most recently we sent a check for payment of both our policies on February 4th 2023 days we reconciled the bank account some days later and found the check had not cleared. On February 9th we called Relias customer service regarding the whereabouts of the check and were told it had not been received. We were obligated to cancel payment of the check and paid a rather steep feee to stop payment. On that day we made two individual payments electronically from the same account that day and received confirmation numbers. On February 13th the funds were posted as paid from the checking account.

On May 20 2023 we received a threatening letter that the check from February was returned from the bank. The letter continued the policy would be discontinued unless a check was received within 15 days. That letter was written May 10th so the date due would be the 25th of May.

In the mean time we had made yet another payment via phone after suffering through the terrible music of hold and the numerous frivolous steps required to make 2 individual payments and being talked over by the electronic prompt system.

Now almost two weeks after the latest electronic payment we are told only one was made and has posted to our bank account and the more expensive one was not paid leaving yet another possible cancellation date. We called and were told the week of May 14th the policies were paid through mid August 2023, so which is it? I'm afraid I may never know since I am on hold now for over 39 minutes again listening to the most monotonous junk, but giving me time to write this complaint while prohibited from doing anything worthwhile.

Is it ineptness, lack of concern, failure to notice customer frustration or all the previous terms?