Diamond Wireless, LLC

To
whom it may concern,
Thank
you so much for taking the time to bring your concerns to our
attention. Upon receiving this complaint I pulled up this account and
showed notes that I
did speak to the customer in regards to this fee. I provided an
explanation as to why he owed this fee and...

the fee was processed. I
mailed him a copy of his receipt and his account with Diamond
Wireless has been marked as paid. If 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 MST. Thank you so much for your time

Thank you again for responding with your concerns. Diamond 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 agency. We do attempt to notify our customers and allow them to settle with us first. If we do not hear from these customers, or if the debt is not resolved, then it is sent over to Aldous & Associates. There are several retails for Verizon Wireless, and many carry their own
fees. Verizon Wireless does not store all of these retailer fees in
their system. With that being said, and the situation involving your daughter, I am willing to discount the debt by $200, to make it $200 owed. If 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 records. Thank you for your time, Rachael M[redacted]Dispute Resolution Manager

Complaint: [redacted]
I am in contact with the business and we are working on a resolution, but the resolution has not been reached yet. 
Sincerely,
[redacted]

To whom it may concern,   Thank you so much for taking the time to bring your concerns to our attention. I have reached out to the customer and did offer him a discount. Customer didn’t accept the discount. This offer will still stand till 10-23-2016 If this fee doesn’t get resolved by...

that date this account will get forward to our 3rd party collection agency. If you have any questions please reach out to Stephanie B[redacted] or Rachael M[redacted] at (844)276-5030 during our business hours which are Monday - Friday 9:30am - 5:30pm MST. Thank you so much for your time.

I am not accepting the offer of the 10% but will agree to pay half of what they are requesting in an effort to finish interactions with this company as I am displeased with their misleading practices.

To Whom It May Concern, We have reached out to [redacted] and resolved this matter with him directly. I am confident that our customer is happy with our resolution and that no additional action is needed to be taken at this time. Please feel free to contact me directly if you have any further questions...

about this case. Respectfully,

Hello, Just to provide you information in this case. One policy can cancel due to non payment while another can stay active, when both are billed to the same card, within our system protection accounts are billed individually and this being the case the charge for one policy is able to process but the other may come back declined due to various reasons. For example if your bank flags the second charge as a duplicate transaction that will disable our system from being able to bill the card on file for more than one payment. On our side of things the charges just show declined for the policy that was canceled. We have no other reporting from outside our company to provide further detail for why the transaction was not allowed to be processed. Since this is something out of our control we do offer to allow customers who have this issue to reinstate protection for lines that have been canceled due to non-payment in the hope that the situation is corrected and the billing can proceed forward. However due to the issues that you have had in this case we have checked the time frame for the double coverage of your line, and found that it was added on at a store location not operated by our company. Even with this being the case we will take care of the charges that have come out for the Diamond Wireless Protection since your line had become double covered. The total for the credit comes to $111.85. If this is acceptable we can process the refund back to you we would just need to speak with you to verify where to get it sent to.  Thanks!   Thanks!

To whom it may concern,   This is our confirmation that A Wireless, have contacted Aldous and Associates and requested that they remove the account they are currently holding from their database. This is our confirmation that the account will now be closed and you no longer owe any debts to...

Diamond Wireless. If you have any questions please reach out to Stephanie B[redacted] or Rachael M[redacted] at (844)276-5030 during our business hours which are Monday - Friday 9:30am - 5:30pm MST. Thank you so much for your time.  Thank You,

Hello, We spoke with [redacted] and canceled her phone protection on the 13th of October 2017. She had stated that she had canceled protection sometime prior to that date. We asked if she could provide confirmation of her cancellation request which she was unable to do. We checked into our call history...

and our cancellation tracking for the time frame that she provided to us. We were unable to locate any information showing a cancellation request had been made prior to the 13th. We held the customer to the cancellation that could be verified which was as of the 13th of October. In the event that the guest can provide verification of a previous request we are more than happy to verify the details and issue a refund accordingly. At this time the protection is canceled and no refund has been issued as all charges are valid until the guest successfully canceled protection on the 13th of October.  Thanks!

Hello [redacted], Thank you so much for taking the time to bring your concerns to our attention. Upon receiving your complaint we did some research  and found that the device that you have was never previously used or activated. Typ0ically a crack is the result of Physical damage and we are not able...

to process a defective exchange for cracks in the body of the device, screen ect. If you do feel that the damage incurred due to a defect you can reach out to VerizoN Wireless Technical Support at [redacted]. They will be able to look and see if this is a trending issue for the device and if it is they can deem your device as defective and process a defective exchange . If you do have any other questions or concerns reguarding this you are welcome to reach out to me my name is [redacted] I'm the customer service supervisor I can be reached during our business hours which are Monday - Friday 9:30am - 5:30pm mst at [redacted] or via email at [redacted]@diamond-wireless.com. Thank you so much for your time, have a great day.

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 location. I 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...

matter. If 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 fraud. Once 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 charges. If you have further questions or concerns regarding this process, please feel free to reach out to us at 888-977-2060 for assistance. Kind Regards, Rachael M[redacted]

All Concerned, [redacted] has been offered and accepted the option to file an exchange on his 'defective' device outside our 90-day Warranty period. At this time, we are in the process of shipping out a replacement iPhone 6 which will arrive no later than 3/30/2016. I am confident that our customer is satisfied with this resolution, and that no further action is needed to be taken at this time. If any further questions or concerns arise, please feel free to reach out to me directly. Respectfully, -- CJ B[redacted]Manager | Diamond Wireless ProtectionOffice: ###-###-####Claims Department: ###-###-####[redacted]@diamond-wireless.com

Complaint: [redacted]
I am rejecting this response because:
I was never explained that I was entering into contract with Diamond Wireless in addition to the regular terms with Verizon. I do not believe I signed any such contract.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: these charges are not valid.  This "contract" was not disclosed and I was tricked into signing.  I am not satisfied with the company's response.  The consumer is not at fault for being misled by a "professional".  
Sincerely,
[redacted]

To whom it may concern, Thank you so much for taking the time to bring your concerns to our attention. Looking over the customer account, I do show the customer went to NY Yorktown Heights (BJs) on July-19-2015. Our separate agreement confirms that any devices/services...

that are upgraded/activated with [redacted] and purchased at any Diamond Wireless location would need to remain active without any interruption/termination of service for 185 days. Default of this agreement will result in a [redacted]/[redacted] fee which is separate from any fees that [redacted] may impose.  If 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 MST. Thank you so much for your time

Complaint: [redacted]
I am rejecting this response because: It is a horrible business practice that you can provide seamless access to a Verizon phone and Verizon service as an authorized vendor and yet Verizon had no way of informing us of the true cost of discontinuing service or of explaining to our daughter that she would have a $400 charge unless she kept the phone for an additional 35 days. It is also a horrible practice that you never even sent us a bill for this fee; you simply just sent us to an attorney for collections.
Sincerely,
Mitchell A[redacted]

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. Can someone please let us know how to proceed with the resolution. Thank you.
Sincerely,
Mitchell A[redacted]

Complaint: [redacted]
I am rejecting this response because I contacted the company via email in September and I have attached snapshots of the email correspondence. I did place a call in July 6th because of my phone breaking, however I never filed a claim because I was currently in the process of moving and the insurance wasn't going to be able to help me out with a new phone. I couldn't call after that to cancel the insurance because I moved overseas and I couldn't reach anyone. Its actually really difficult to get a hold of this insurance company or to find contact information online. They only reason I was able to call on July 6th was because I was sitting a Verizon store and they gave me the number.  As of yet, I have not received any refunds for the charges applied to my account AFTER the email correspondence dates in the attached email when they said they were going to cancel this insurance.
Sincerely,
[redacted]

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]

Hello, thank you so much for taking the time to bring your concerns to our attention. Upon receiving this complaint we did some research and found that Verizon Wireless has already credited the customer a total of $[redacted] to their Verizon Wireless Bill and changed their price plan to the More...

Everything 20GB plan.  We wanted to discuss with the customer what took place, additional details, credits and their desired resolution for the matter at hand. All of our attempts to the customer have been unsuccessful, as of today June 11th 2015 the customers voicemail is full so we are unable to leave message for the customer requesting call back. We would love the opportunity to discuss this matter with the customer and work towards a resolution if they are still dissatisfied with the credits that they have received already from Verizon Wireless. If the customer could reach out to me at their earliest convenience I would appreciate it. My name is Stephanie [redacted] and I am the Customer Service supervisor I can be reached at [redacted] ext [redacted] during our business hours which is Monday - Friday 9:30am - 5:30pm MST. Thank you so much for your time I look forward to speaking with you.