American Income Life Insurance review: Overpayment for my coverage and still getting charged after I cancelled all my policys

Date: January 29, 2026
American Income Life Insurance Company
Attn: Customer Relations / Compliance Department
1200 Wooded Acres Drive
Waco, TX 76710

Formal Complaint – Policy Misrepresentation, Billing Errors, Failure to Issue Policy Documents, Denied Refund, and Unauthorized Post‑Cancellation Charge
To Whom It May Concern,
I am submitting this formal complaint regarding serious errors and misrepresentation concerning my life insurance policies, incorrect billing dating back to February 2025, the failure to issue required policy documentation, the improper denial of a refund in the amount of $620.62, and an additional unauthorized charge applied after my policies were canceled.

Policy Background, Missing Coverage, and Lack of Documentation
On January 6, 2026, I contacted American Income Life to cancel my policies. During this call, I was unexpectedly informed that I only had one policy with $120,000 in coverage, when I had always been under the understanding that I had $180,000 in coverage.
I had been paying $143.28 per month, yet I was told during this call that, for the policy American Income Life now states I had, my correct premium should have been only $86.86 per month.
The additional $60,000 in coverage was discussed and agreed upon during a conversation with our advisor, Marshall Weinberg, in February 2025, and was explicitly supposed to be converted from a rider into a whole life policy. This conversion was never completed.
Despite this:

My monthly premium increased as if the conversion had occurred
I never canceled the rider or the additional coverage
I never signed documentation to remove or terminate that coverage

Most importantly, I never received any paperwork in the mail, including a policy packet, declarations page, or written confirmation, for the new whole life policy that should have been issued following the February 2025 discussion with Marshall Weinberg.

January 6–7, 2026 Communications
On January 6, 2026, after calling a total of five times, I requested to speak with a manager and spoke with Mary Beth, who advised she would escalate the issue and call me back. She never did.
Later that same day, I spoke with Krista, who walked through my policies in detail and confirmed that $620.62 was sitting in suspense. She stated this amount would be refunded once I canceled the policy and completed a DocuSign.
On January 7, 2026, I signed the DocuSign as instructed.

Failure to Refund and Contradictory Information
After receiving no refund, I followed up on January 12, 2026, at which time I was told I needed to wait a full week.
On January 16, 2026, I was initially told to wait an additional week due to system issues. I requested management and spoke with Adrean, who confirmed she could see $620.62 in suspense and stated she would call me back once the system was operational.
At 2:39 p.m. on January 16, 2026, Adrean called me back and stated that American Income Life would not refund the $620.62 and would instead issue a refund of approximately $54, citing that the request was past 30 days. This was the first time this limitation was communicated to me. Due to these discrepancies, Adrean advised me to submit this formal complaint.

Unauthorized Post‑Cancellation Charge
Despite my policies having been canceled as of January 7, 2026, I was charged an additional $56.42 on January 29, 2026.
This charge was assessed after cancellation, after execution of DocuSign, and while my account was already in dispute regarding incorrect billing and unissued coverage. I did not authorize this charge, nor was I notified it would occur.

Why This Is Unacceptable

I never canceled the additional $60,000 of coverage that was supposed to be converted to whole life
The rider‑to‑whole‑life conversion was never completed
My premiums increased for coverage I never received
I was never notified that the conversion failed
I never received policy documents for the new whole life policy discussed in February 2025
I was charged incorrectly for nearly a year
I was repeatedly promised a refund that was later revoked
I was charged again after my policies were canceled

Had I passed away during this time, my husband would have reasonably expected $180,000 in coverage, as both of our policies were reviewed and adjusted together with Marshall Weinberg to ensure full whole life protection.

Planned Escalation
Due to the failure to provide coverage for which premiums were collected, the refusal to return funds acknowledged as being held in suspense, and continued billing after cancellation, I intend to file formal complaints with the Pennsylvania Insurance Department and the Better Business Bureau for review.

Records & Communications Request
Please provide complete copies of the following related to my account:

All call recordings, call logs, and agent notes (including internal remarks)
All chat or email transcripts
All internal memos, case notes, and escalation records
Policy‑level documents (applications, in‑force illustrations, declarations, DocuSign audit trail, rider conversion requests, and notices mailed)
Billing ledger and suspense account history, including the January 29, 2026 charge of $56.42
Mailing records for any policy documents allegedly sent on or after February 2025

This request pertains specifically to the following dates of contact:
January 6, 2026; January 7, 2026; January 12, 2026; January 16, 2026; and January 29, 2026

Requested Resolution
I am formally requesting:

A refund of $620.62, as previously represented and confirmed
A refund of the unauthorized post‑cancellation charge of $56.42
A detailed written explanation addressing:

Why the February 2025 rider‑to‑whole‑life conversion was never completed
Why premiums increased without coverage being issued
Why legally required policy documents were never sent
Why refund representations were later reversed
Why my account was charged after cancellation

Production of the requested records
Sincerely,
Calista L. McKean