John HancockReviews of johnhancock.com

By far the worse company I have dealt with from beginning to still waiting it's been 3 weeks or longer to cash out a 401k under 1000$ i have got the run around from 1 end to the other, first the paperwork I did was wrong they gave me 2025 paperwork and the plans was updated in 2026 so I had to do that that took 1 week just to complete that task and get it turned in to find out the woman in HR dept handling it was out until Monday coming which was the 12th then I waited another week for them to say we are waiting for the paperwork to be turned in by your employer so I called they said they turned it in so I called john hancock I eventually got a email from a JH rep who said I turned it in it's being processed so I waited another day then called her back only for her to say yes ill be turning in your paperwork this morning, im like what u said u did that 2 days ago...so I waited until today I emailed her she said she just turned it in this morning

Horrible company. I'm trying to roll my 401k with them (from an old employer who went bankrupt a few years ago) into an IRA elsewhere. It's been almost 2 months and they won't give me my money. They give me a phone number for another previous employee who no longer works there and when you call it it says it's disconnected (John Hancock doesn't have any way to resolve a disconnected company phone number, apparently). They say I can't have my money transferred until my previous employer approves it, but they don't exist! Now they're making me resubmit my request, but I can't even have the contact info of the "third party administrator" who supposedly manages John Hancock for my former employer. When I initially ran into this problem like a month ago, they had someone call me and try to give me an update, but now they're just telling me to resubmit and cross my fingers that somehow my nonexistent former employer is going to approve it this time. Filling out the online form for a transfer is very annoying (asking you 10 different ways if you really want transfer your money out). And then if you take too long (maybe 10 minutes), it asks if you want to continue your session or log out. I said continue, but then the form wouldn't submit -- it just spun for several minutes with nothing happening. The lady on the phone said I had to start all the way over from scratch -- ugh! I've spent 5 or 10 hours on the phone with them over the last month and a half, and still don't have my money. Horrible website, bad customer service, do NOT recommend.

I have been trying to gain access to MY MONEY since July. The company I previously worked for, transferred management of my 401K from Empower to John Hancock. John Hancock decided to spell my legal name wrong by taking a letter out of my maiden name and deleting the hyphenated addition from when I was married. I have had numerous calls, filled out their forms with a notary providing proof, as they asked for me to, and mailed it back to them. Today I received an e-mail stating the form was rejected. I called because I cannot access an on-line account due to the name discrepancy they caused. I was told to e-mail a copy of my marriage certificate - nothing that was ever in their forms or asked from me before. I did what they asked, and filed a complaint with the BBB. The are holding MY MONEY hostage. All I want is full access so I can roll it over to a financial institution which has morals. I did not choose to work with John Hancock, I had heard the horror stories before - it was a previous employer who chose them and I am in hell. No other way to describe how they deal with customers. Been working to resolve this since July and it is now mid October. Geez.

If you're a participant in a John Hancock 401(k), good luck getting help from Glenn Taylor. On multiple occasions he has avoided my calls outright. When I did reach him, because my boss called him and forced him to call me back, I asked two straightforward questions about my own account — his answer to both was simply "I don't know." Not "I don't know, let me check and get back to you." Just "I don't know," full stop.* This is someone's retirement money he's responsible for helping manage. Participants deserve a representative who either knows the answers or finds them. I got neither. I would highly advise not using Glenn Taylor for any financial needs, as he is too just for his clients, or he simply doesn’t care.

Their claims process appears to be intentionally set up to prevent ever actually paying out on a claim. A call to customer service does not actually do anything, its just a a runaround.

Just a nightmare. Requested a 401K withdrawal after leaving work for medical reasons and needed the money. They “approved” it, but only by check in 2 weeks. 2 weeks later, i get an email saying its been “approved now.” I call, wait 20-30 mins, and find out it took 2 weeks for some minor BS i was not made aware of. Plus, there are 200 in fees i am just learning of. Fine, whatever, they “guarantee check will be there in 2 weeks”. Two weeks later, no check. I call again, and find out they have no tracking on the check they made me request over direct deposit. How do you not track checks you send? So, i get a form to cancel that check. Gotta mail it to them. Cancelling will take another week somehow. Will be lucky if i ever see my money. They are the worst. Run away.

I'm so upset. All I wanted to do was to rollover my retirement to Fidelity, that's the company my employer uses and I have had nothing but problems. First the check that they had to send me to send to Fidelity was made out the the wrong company. Then I had to send them a letter to explain and have the check reissued. At that point it had been over a month and many phone calls and letters to them later I asked the check be made out to me. I just received a call from them that they accidently made it out to Fidelity and once I receive it I have to send it back to them and they will issue another check. The instructions that I snail mailed them and emailed them told them to make the check payable to me since I am so tired of dealing with trying to get MY money. I just want out of this whole situation. They have not been helpful, the wait trying to reach them is soooo long. They take your money, but won't give it back to you. They should not be in business.

The worst place to put your money long wait time for distribution and inaccurate information I would not recommend!