Diamond Wireless, LLC

To whom it may concern, Thank you so much for taking the time to bring your concerns to our attentionI have attached a copy of your agreement for you to reviewIf you have any questions please contact our Diamond Wireless Dispute Resolutions department at 844-276-Our hours of operation are 9am-6pm MST, Monday-Friday Thank you,

To whom it may concern, Thank you so much for taking the time to bring your concerns to our attentionOur separate agreement confirms that any devices/services that are upgraded/activated with Verizon Wireless and purchased at any Diamond Wireless location would need to remain active without any interruption/termination of service for daysDefault of this agreement will result in a $200/$fee which is separate from any fees that Verizon Wireless may imposeI would like to assist this customer by offering a discount off of the fee, bringing it down to $ [redacted] If the customer would like to accept this offer, they may reach out to Diamond Wireless Dispute Resolutions department at ###-###-####Our hours of operation are 9am-6pm MST, Monday-Friday Thank you,

To Whom It May Concern,We have reached out to our customer on their daytime phone number to resolve this matter with them directlyAt this time, we are awaiting a call back from our customer to further discuss their case and offer a resolutionIn the interim, please let me know if I can be of any further assistanceRespectfully, CJ B***Manager | Diamond Wireless ProtectionOffice: ###-###-####Claims Department: ###-###-#### [redacted] @diamond-wireless.com

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

All Concerned, [redacted] and I spoke about her case this morning, and we have issued a refund for the $insurance premium that was deducted in errorIn addition, I have done what is necessary to ensure that our customer does not receive any future charges stemming from their mobile device protection for MDN ####-###-####Moving forward, I will be in constant communication with my direct leadership to establish a plan of action in order to assess the magnitude of the issue presented to us in [redacted] 's complaintI am confident that our customer is happy with our resolution, and that no further action is needed to be taken at this timePlease feel free to reach out to me directly if any additional information is needed or if you have any further questionsRespectfully, CJ B***Manager | Diamond Wireless ProtectionOffice: ###-###-####Claims Department: ###-###-#### [redacted] @diamond-wireless.com

Hello, From the information provided I have checked the account and show no record of contact in regards to cancellation of ProtectionIn searching the phone numbers provided I was able to locate a call placed to us on July 6th requesting information on the claims process due to a protected device being water damaged however a cancellation was not requested at this timeNo other phone calls were placed to us from the two phone numbers provided in the following monthsThis being the case we can close the protection as of today per your request, however in order to get a refund issued back we would need you to provide the confirmation number given as verification of the cancellation, as well as the number you would have contacted us from (I.Eyour Home line, cell line or work line) to verify the date the cancellation was supposed to be processedOnce we have that information verified we would be more than happy to issue an appropriate refund to the time that you had placed a request to cancelThanks!

To whom it may concern, Thank you so much for taking the time to bring your concerns to our attentionOur separate agreement confirms that any devices/services that are upgraded/activated with Verizon Wireless and purchased at any Diamond Wireless location would need to remain active without any interruption/termination of service for daysDefault of this agreement will result in a $200/$fee which is separate from any fees that Verizon Wireless may imposeI would like to assist this customer by offering a 10% discount off of the fee having the fee brought down to $ If the customer would like to accept this offer, they may reach out to Diamond Wireless Dispute Resolutions department at ###-###-####Our hours of operation are 9am-6pm MST, Monday-Friday

Thank you again for responding with your concernsDiamond Wireless does send out a postcard notification to it's customers that have gone into default, to notify them of the upcoming debt, prior to it being sent to a third party collection agencyWe do attempt to notify our customers and allow them to settle with us firstIf we do not hear from these customers, or if the debt is not resolved, then it is sent over to Aldous & AssociatesThere are several retails for Verizon Wireless, and many carry their own feesVerizon Wireless does not store all of these retailer fees in their systemWith that being said, and the situation involving your daughter, I am willing to discount the debt by $200, to make it $owedIf you would like to settle with this amount, please let us know so that we can notify the debt collectors of the update for their recordsThank you for your time, Rachael M***Dispute Resolution Manager

We take great pride in making sure our customer's identities and information are secure by verifying security questions and physical ID at the store locationI would like to make sure that all of your concerns are addressed and I provide the best information for you to reach resolution to this matterIf a line was signed up in your name fraudulently, we request that you reach out to Verizon Wireless fraud department so that they can complete an investigation to ensure it is fraudOnce they have confirmed it to be fraudulent activity, they will close the line(s) or accounts in question and provide you with a confirmation that they have cleared all chargesIf you have further questions or concerns regarding this process, please feel free to reach out to us at 888-977-for assistanceKind Regards, Rachael M***

Hello,My name is [redacted] and I am the Supervisor for Diamond Wireless Collection department Diamond Wireless is a premium retail store for Verizon Wireless, so we do provide customers with Verizon service and products When a purchase is made at a Diamond location there is a contract with Diamond Wireless and Verizon Wireless and they are two separate contracts The contract with Verizon is a year agreement to keep the service active and the agreement with Diamond is to keep the service active for days A copy of both contracts would have been provided to you at the time of purchase for your review Our agreement does state that customers who have an interruption or termination of their service agreement with Verizon Wireless before days agree to pay Diamond Wireless $cancellation fee per line, and further agree to return all wireless devices in new, working conditionThe $fee will be in place but we will allow you to keep the device so that does not have to be returned back to us For the insurance that was being deducted out of your account for the amount of $I do show that was canceled out on May 27, and that charge will no longer be taken out of your account.If you have any additional questions I can be reached at ###-###-#### Thank you [redacted]

To Our Valued Customer, First and foremost, we would like to apologize for the unnecessary inconvenience that has been created on our behalfI attempted to contact you today by utilizing the daytime phone number provide in your complaint, but unfortunately you were not available at the time, and I was unable to leave a voice mailI was, however, able to locate two insurance policies that were confirmed to be cancelled with an effective date of 1/20/In order for me to fully satisfy your request to no longer receive our billing notifications that pertain to your service, I would need to speak with you directly to verify your Verizon Wireless credentials and ensure all associated policies have been cancelledPlease feel free to reach out to me directly or respond to this email with a time that works best for you, and I will arrange for the two of us to address your concerns Respectfully, -- CJ B***Manager | Diamond Wireless ProtectionOffice: ###-###-####Claims Department: ###-###-#### [redacted] @diamond-wireless.com

To whom it may concern, Thank you so much for taking the time to bring your concerns to our attentionUpon receiving this complaint I pulled up this account and showed notes that I did speak to the customer in regards to this feeI provided an explanation as to why he owed this fee and the fee was processedI mailed him a copy of his receipt and his account with Diamond Wireless has been marked as paidIf you have any questions please reach out to Stephanie B [redacted] or Rachael M [redacted] at ###-###-#### during our business hours which are Monday - Friday 9:30am - 5:30pm MSTThank you so much for your time

Hello,My name is Michael and I am the Supervisor of the Collections Department for Diamond Wireless Diamond Wireless is a premium retail store for Verizon Wireless so we do provide our customers with Verizon's service and products Our store locations do say Verizon/Diamond Wireless
premium retailer and the purchase receipt also says Diamond Wireless Verizon has multiple retail stores for them which all have separate agreements that Verizon would not know to tell you about because that agreement is not through them directly The agreement was signed and accepted for and a copy would have been provide for review The Diamond Wireless agreement state that the customer must maintain uninterrupted mobile service with Verizon Wireless for at least days Customers who have an interruption or termination of their service agreement with Verizon Wireless before the days agree to pay Diamond Wireless a $early cancellation fee, and further agree to return all wireless devices in new, working condition With the line of service being disconnected before that day period the fee will be in place.If you have any additional questions I can be reached at ***Thank youMichael E***

Hello, This customers issue was Escalated to a member of managementWe explained to the customer that the device that was insured was no longer manufactured and that we could provide him the next model up in the series of devicesIn this case since the note is no longer manufactured we
offer a note as an alternative replacement since it was what was released to replace the note in the note series of devicesWe also offered a phone from a different series of devices if the note was inadequateAfter not being able to reach a conclusion for the replacement the customer proceeded to purchase another note from the internet and then canceled the protectionWe offered the customer a refund of months for the inconvenience and back and forth that he had to go throughHe accepted the months as adequate and considered the matter closed Thanks! Niclas D***A WirelessManagerDiamond Wireless Protection & Customer support 801-424-4230 Diamond Wireless Protection & Customer support

Hello, thank you so much for taking the time to bring these concerns to our attentionUpon receiving the complaint we did reach out to the customer on the number provided and left a voicemail message along with an email that was sent out to the customer as wellWe would like to discuss what took
place with *** and get some additional detailsMy name is Stephanie M*** and I can be reached at ###-###-#### Monday- Friday 9:30am - 5:30pm MSTI am looking forward to hearing back from ***Thank you for your time

Hello, Thank you for providing documentation of your request to cancel with usUnder circumstances we do request for you to contact us to verify your security information which is why at this point the protection had not been canceledDue to you cancelling your cellphone service in august we can issue a credit to you for the time of august 14th to currentthe total of this refund is $and will be issued back to the card that was on file for the monthly premiumThis amount is for august September and October's charges coming to and for each of the lines, the refund also includes a prorated amount to the 14th of august totaling $and $for each of the linesThis effectively brings the date of cancellation of insurance to the 14th of august for both linesThe refund can take to business days to fully process back into the account but should show pending in the next day or two. Thank you

To whom it may concern, Thank you so much for taking the time to bring your concerns to our attention. Our separate agreement confirms that any devices/services that are upgraded/activated with Verizon Wireless and purchased at any Diamond Wireless location would need to
remain active without any interruption/termination of service for days. Default of this agreement will result in a $200/$fee which is separate from any fees that Verizon Wireless may impose. I would like to assist this customer by offering a 10% discount off of the feeI have attached a copy of customers agreement for their records. If the customer would like to accept this offer, they may reach out to Diamond Wireless Dispute Resolutions department at 844-276-Our hours of operation are 9am-6pm MST, Monday-Friday. Thank you,

To Whom It May Concern, We have reached out to our customer on their daytime phone number to resolve this matter with them directlyAt this time, we are awaiting a call back from *** to further discuss her case and offer a resolutionTo our customer, please feel free to reach out to me directly
at your next earliest convenience and we can discuss furtherRespectfully, CJ B***Manager | Diamond Wireless ProtectionOffice: ###-###-####Claims Department: ###-###-####***@diamond-wireless.com

All Concerned, We have resolved this complaint with our customer directly, and I am confident that no further action is needed to be taken at this timeWe have processed a refund for our customer dating back to when their initial cancellation request was made (9/12/2014), and ensured
that no further charges would occurPlease feel free to reach out to me directly if you have any further questions. CJ B***Manager | Diamond Wireless ProtectionOffice: ###-###-####Claims Department: ###-###-####***

This is better but why is now being explained to me not when I first signed up with them then when it call the place I signed up the guy had no idea? And I canceled my service in November of why do I get the bill April 2016? I still feel this is a scam.
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***