Complaint Review: John Hancock Life Insurance

  About 30 years ago Hancock's insurance broker had me take out a loan to pay insurance payments. Over the years we have been paying on a letterhead that said premium payments not being informed that the amount of the bill just said for the interest on the loan.The top letterhead of this bill said PREMIUM PAYMENT and the money we paid was only an interest charge not reducing the loan amount.

 Over the years no communication was ever sent to me regarding the loan itself. SO when we recently realized that because we cashed in another policy. Both my wife and I called at separate times to find out about the loan and ask for a payoff price. WE mailed the payoff check the same day we found out.

 Then a few days later we received another bill . I called then and was told that my check was too late. I went through the dates with the service person and then she left the phone and came back that a week before both my wife and i separately were given the wrong figure. I protested that and was told if i didn't pay that, interest would accumulate. So I sent a check for $ 123.50 on Sept 7.

 Now today a different lady writes me and says she is sorry there was a mix up and that I was told that more was due. I had made it clearthat I wanted the full payoff amount as did my wife .She omits in her letter that my wife had called and gotten the same pay off price. and she omits referring to my follow up phone call  on or about Sept.6. She only references MY calls on Aug 20 and Aug. 26.

 I feel scammed because i never received a loan statement over 30 years and both my wife and I were given the same full payment price which she wrote on the check which I promplly mailed on  Aug.26. I also was never clearly informed my payments were for interest only.

I might add that "Customer service" is not what happened. Somewhere '" service "was missing. THe last " bread and butter" of her three pararaph letter is very well done,but the first two are very wanting .