eSecuritel

Review: I'm a [redacted] business customer with multiple accounts on the line, and have paid a monthly fee on all accounts in addition to the plan to be covered under [redacted]'s warranty with

e-securitel. The issue is the warranty company will not honour my claim.

June 2015 I filed a claim when I lost my phone, but didn't end up paying for the replacement as I found the phone again. Recently, I lost it again, and when I tried to file a claim the warranty company, esecuritel, told me I could no longer file a claim because more than 30 days had passed since I first called.

I was informed that the claim I filed in June would expire after 30 days.

I was NOT informed that I would be unable to refile a claim after 30 days.

Nor was I ever shown or asked to agree to a service agreement about this. The staff, supervisor, and corporate office at eSecuritel have refused to assist me. [redacted] is unwilling to assist me.

I will be reporting both [redacted] and eSecuritel. [redacted]Desired Settlement: I'd like my lost phone replaced as the warranty service says it will do, having paid for the warranty for over a year now.

I'd also like to see it an explicit policy to inform customers that their claims CANNOT BE REFILED after 30 days. Losing and re-finding a phone is not an uncommon use case for any consumer of this industry, and this should not happen.

I'd like a follow-up from the company as well via email please .

Review: I have been trying to get my new phone samsung galaxy s4 because previous one started malfunctioning. I had been told if I was in device protection plan I could easily get a replacement phone at no cost. Telus refereed me to there new 3rd person company that has taken over since I signed my contract. I had to pay 150 for a new phone on top my monthly charge for the program. They stated there should have been a contract sent out with information regarding the 150 dollar cost but did not receive this from them or telus. When contacting eSecuritel they had major issues every time I called regarding my personal information that they have on record and could not confirm who I am. They had first name last name address wrong every time I called in and had issues connecting to the service. They told me they updated my information every time I called in amounting to 8 different phone calls these issues were not corrected. When they finally sent out the phone they sent to the the wrong address and name after asking them to reiterate my information the gave me the proper information back. The "new" phone they sent out has defects as well. Now calling in again they still don't have my proper information and are blaming it on the telus company saying their information is not right, however, it is correct on all telus documentation. I am not pleased with the service provided and I am still having issues with contacting someone who can fix the problems at hand. I had asked for a refund or upgrade for the lack of communication between the two companies and customer service issues. I wanted to write a complaint on their website but they only showcase the ones that said it was "quick and easy with no hassles. Now filing a complaint I have seen that eSecuritel is not Revdex.com certified.Desired Settlement: I would like a rebate in gift cards and also an upgrade to the phone samsung galaxy s5 because this is the second s4 that I had issues within a year.

Review: We HAD eSecuritel insurance for our cell phones. My daughter's cell phone stopped charging yesterday 10/**/2013. I called today 10/**/2013 to see about getting her a new phone. I called eSecuritel and they said it would be a $169.00 fee. So I called and spoke to [redacted] at [redacted] and he said that since her phone was less than a year old it should be covered. He suggested to call [redacted]'s support number which I did. The [redacted] lady I spoke to said eSecuritel should coverage this since it was less then a year old. Sooo she called and eSecuritel, myself and the [redacted] lady was talking on the phone as one and YES eSecuritel said her phone was in fact covered!! Since my daughter was at a different location than myself, eSecurital allowed my daughter to be added on my account so she could give eSecuritel the ein # or whatever they needed. My daughter called and eSecurital would not give my daughter access. So once again I called....FOUR TIMES!!! (ok so from 5:45 until 7:30 I was on the phone about this issue) I kept getting dropped for some reason. After explaining the same story over and over again to eSecuritel employees...that yes my daughter has access to my account, yes we are not to be charged since it has been less than a year, and yes the cell phone is covered under manufacturing warranty per also a [redacted] employee on the other line also witnessed hearing eSecuritel saying all of the info I just stated. FINALLY, I spoke to an eSecuritel "supervisor" and he said no the cell was not covered. The warranty ended today. ???? IT SHOULD BE COVERED, RIGHT?!! and also when I spoke to the "supervisor" [redacted] was on the same line and he agreed with me that yes we should be covered!! Poor business on eSecuritel's end!!!! [redacted] is awesome and the [redacted] guy gave me insurance and we dropped three phones from eSecuritel!! Never we I recommend them to anyone!!

Review: I purchased a Verizon cell phone in January of 2013 and purchased insurance coverage through E Securitel at the same time. The only way I could secure coverage was to allow them to auto draft their payments from my checking account. I decided not to keep my cell service with Verizon a month and a half into my contract and cancelled the service. I did not know that I had to call E Securitel seperately and tell them to cancell the insurance. They kept charging me for the insurance until I noticed it on my bank statment this month, June of 2013. I asked for a refund only for the time after I cancelled my cell service with Verizon. They denied my request on the grounds that they are a third party company and that it was my responsibility to notify them that my service with Verizon had been terminated.Desired Settlement: I want a full refund for the amount of money that I have been charged from the time that my service with Verizon was cancelled up until today 6/**/13. I dont care that they are a third party company. The fact that they required me to allow them to auto draft their fees from my account as part of the service agreement negates the fact that they do not have access to Verizon's systems to allow them to know when my service with Verizon has terminated. Even if they cant see into Verizon's systems, they did not provide me with anything of material benefit from the time that my service terminated and I sold the verizon phone until now, therefore I see no reason why they should be entitled to keep my money. Had I tried to file a claim on the phone that I had during that time frame, they would not likely have covered it due to the fact that it was not the phone that they originally agreed to cover. As a result, I feel that I am entitled to a full refund of my money. They should only be allowed to retain the portion of the funds paid to them for the time that I owned the device for which they offered coverage.

Review: I purchased my phone at [redacted] about a year ago. At the time of purchase I was asked about insurance and I declined. The salesman asked me why. I told him that I felt these insurance companies were scams and they always find a way not to replace the phone with the "fineprint" in the con tract. The salesman responded no. He said this insurance is different, its outside of the phone companies so they replace your device for anything from malfunction to lost stolen or damaged. I reluctantly let him talk me into it. Lo and behold a year later my phone has stopped working. I went online to file a claim but my specific problem was not a choice of problems on their preselected menu so I entered other. After that they asked to put in a date the problem first occurred so I did. Immediately my claim was rejected so I called. The first rep I spoke to "[redacted]" originally told me there was nothing I could do because the problem was over 60 days old. Then after some heated conversation he told me if he entered the information I tried to express at the website it would go to corporate for review since each time was a different issue and the latest, the day of the claim, being separate from the first. After further conversation I was directed to a supervisor "[redacted]" who told me they would not honor my claim but not because of service issues but because they only cover lost damaged or stolen. I was told at time of purchase it covers everything. Does the fact that the phone no longer works not covered under damaged? if it was physically damaged it should have said physical damage. This is what happens consistently in this industry and the small folk like me always get the short end of the stick.Desired Settlement: If they will not replace my phone as I was told they would by the representative at the store who actually sold me the policy AND told me to call them direct as I called the store first to report issues with the phone. I would like a full refund of every dime I paid for the insurance that apparently does not cover what I was told it did. Please keep in mind Esecuritel has no representatives at the store, they rely on the salespeople of other companies to push their product. This employee apparently didn't understand and still does not understand what he is selling. I am extremely frustrated at the situation, the level of service I was given and the all around attitude of the company representatives.

Consumer

Response:

At this time, I have not been contacted by eSecuritel regarding complaint ID [redacted].Sincerely,[redacted]

Review: I purchased another contract with C-spire (formerly Cellular South)in May of this year. Only after checking with three associates in the Greenville, MS C-spire store that I would have service for an indefinite amount of time while working in New Mexico, did I agree to the terms and conditions by signing a new contract and purchasing insurance for the iPhone 4s. During my travels, my phone was stolen. I contacted C-spire who provided me with the third-party e securitel phone number. I explained that I was in New Mexico and had no intentions of returning to Mississippi before the end of the year. I was told that would not be a problem and to file a claim with E-securitel. After filing my claim and paying the $199.00 deductible and $35 express shipping fee, my new iPhone 4 s was enroute. Five days later I received my device. I opened it and began the activation process and was unable to activate it outside of the state of Mississippi. I called both C-spire and E-securitel to ask what my options are to get a phone that is able to be activated. Only then, did C-spire mention the 50/50 rule as part of their contract. Because I am outside of the "footprint" (aka Mississippi)for more that half of the year of service, I would incur fees AND they can not provide me with an activated phone. I contacted C-spire numerous times and E-securitel over the past month. Every time my claim was "Escalated" and nothing developed for a resolution. I have asked to speak with supervisors and today (a month later) I finally spoke to a C-spire supervisor [redacted] who told me to send the device back to C spire that E securitel sent me. E-securitel told me to send it to them. I am currently being told by both companies that I am required to send the device back to them. I have been unable to get any kind of resolution from either company. I would like eSecuritel and C-spire to decide who receives the iPhone 4 s device and to be let out of my contract with C-spire with no termination fee. I believe that eSecuritel has legal right to device; however, C-spire will not terminate my contract without $380 fee without giving them the device. It is unfair for me to have to pay deductible and termination fee and they can not decide who had legal right.Desired Settlement: I would like eSecuritel and C-spire to decide who receives the iPhone 4 s device and to be let out of my contract with C-spire with no termination fee. I believe that eSecuritel has legal right to device; however, C-spire will not terminate my contract without $380 fee without giving them the device. It is unfair for me to have to pay deductible and termination fee and they can not decide who had legal right.

Review: Purchased a cell phone from Verizon Wireless and bought an insurance policy from e-Securitel for the phone in August of 2012. In November the phone was damaged and my wife started the online claim process on Thanksgiving Day. Once the claim was started and she was prompted to call e-Securitel, she decided to wait and make a claim in person at a Verizon store. Due to family medical issues she was unable to go to the Verizon store until today, 02/**/13. The clerk at the store gave her the phone number for e-Securitel and told her that she had to make the claim with e-Securitel since Verizon does not insure phones. When my wife called e-Securitel she was told that since she did not complete the original online claim, we could not make a claim on the damaged phone. Meanwhile, e-Securitel continued withdrawing $6.99 per month from our bank account. We feel that e-Securitel did not provide the services that they had charged us for the last seven months. Even after my wife did not complete the claim within 60 days, they continued withdrawing the monthly fee for the insurance even though the phone could not be replaced. Why would they continue insuring a damaged, inoperable phone knowing that they will not insure, repair, or replace said phone? The only explanation is that they intended to keep receiveing the monthly payments as long as they could, essentially getting paid for providing absolutly no services at all.Desired Settlement: We would prefer a full refund of $48.93 for the premiums paid and services never provided. However, recognizing that my wife did not complete the claim transaction within the 60 days the company claims it was required to be completed in, the minimum refund should be $20.97 for the premiums collected since she initiated that claim on 11/**/12 and e-Securitel was made aware that the phone was disabled. While filling out this complaint I logged on to e-Securitel.com to get more detailed info about our account for the complaint. However after arguing with the call taker at e-Securitel.com I cancelled our account and within minutes they revoked all access to the account. Our confirmation number for cancelling the account is [redacted].

Review: I filed a claim with esecuritel on [redacted] 02/**/14 and was told that there was no fee for the replacement of my handset and that it should arrive in 1 business day however when I went online to track my package there was no information available. From there I called the company to check the status and the rep informed me that there was a fee that I needed to pay. I was told when I filed the claim that because it was within 90 days that the fee was waived. I then asked for a supervisor [redacted] then told me that the issue had to be escalated and some one would contact me on 48 hrs. I educated [redacted] (who would not give me a last name, emp ID # pr immediate supervisor name or number) why is it that this didnt happen the last tome amd that I didnt want to wait for an esclatio5 because the last time it took 30 days to get the issue resolved. [redacted] didn't help me and I was told the only option I had was to wait for a call that would take 24 to 48 hrs. I am paying for a service and I feel like a bother rather then a customer. I am still without a phone with no resolution in sightDesired Settlement: I would like the handset that I was told I would recieve as well as the fee waived and good customer service going forward

Review: I called to make a claim on a cell phone on 02/**. I am contracted with the company via aio wireless's aio protect plan. For some reason, the company had incorrectly listed my cell phone as a black iphone 5 as opposed to a white iphone 5. Since the two colors are apparently considered different models, I had to struggle for several days battling aio and esecuritels customer service to try be sent a phone, with both companies claiming the other was responsible mistake with the color. Fed up, I told them to just send a black one. Apparantly, because I had called and said my phone was white, they could not file a claim for a black one (as listed) or it would be fraudulent, however, they could not change the claim to a white until the true color of the phone had been "investigated". They were completely unresponsive to all my communicaitons, and I had to personally contact Apple to get a document declaring my cellphone to be a white model iphone 5. After complaining to a supervisor at esecuritel about my experience with their unhelpful and misinformed staff, he apologized and said he would overnight ship the correct phone to me. This was on 2/**, and the deductible was promptly removed from my account. However, two days later, no phone. So I called, and they are having "unspecified" problems with their warehouse. Now five days after it was "overnight shipped" and still no phone. The customer service representatives will not even tell me if or when I will receive a cell phone.Desired Settlement: All I want is a cellphone to replace the one that was stolen as soon as is possible. I am entitled to that as I have a contract with this company that says they will provide me with an equivalent phone in the event that something should happen to mine. However, I wouldn't mind an apology for the complete disrespect from their staff.

Review: I am registering this complaint on behalf of my minor daughter. We bought her a new LGG3 phone on July **, 2014 at [redacted] in [redacted]i. At that time she purchased insurance from the above mentioned company. One week later, on July the **, she damaged her phone at which time she filed a claim for replacement, claim #[redacted] Even though the company's website stated that they do in-store replacements, they did not and she was required to send the phone back, which she did after receiving her replacement in the mail from them. When she received her replacement it was damaged, in that it will not take pictures. In filing that claim, they told her they would waive her deductible but this time she has to mail the phone back at her expense and wait for them to receive it before they make good on the insurance. This is the second time they are not doing in-store replacement as stated on the website. It is also unfair practice that they are requiring her to pay shipping and wait for her to ship the damaged phone (their fault) before they'll replace it. This means she'll be without a phone for a week or so. I feel this is an unfair business practice. Thank you for allowing me to voice my concern and I hope this matter will be resolved promptly.Desired Settlement: Immediate replacement with a shipping return label for her to return the damaged phone after she receives the new one. That way she will not be without a phone.

Review: called to get a replacement handset im [redacted] in wheel chair and asked to have shipping fee waved they told me no and I dont have no money since the phone is defective not working probably and still under warranty then stated it was considered a threat and hung the phone up account number ###-###-####Desired Settlement: called to get a replacement handset im [redacted] in wheel chair and asked to have shipping fee waved they told me no and I dont have no money since the phone is defective not working probably and still under warranty then stated it was considered a threat and hung the phone up account number ###-###-####

Review: I purchased cell phone insurance from this company 2 years ago. they were supposed to charge me $6.99 a month. I have since gotten a new cell phone provider and new cell phone, I thought when I switched companies that would be the end of my charges, however, I now have a new phone with new insurance and now I am being charged randomly throughtout the month, one time its $20.00 one time its $6.99 its two or three times a month, I have called my previous cell phone provider and they told me I have to deal with esecuritel themselves. I have called their company 3 times in one day to have my insurance discontinued, the first time they told me their internet service was down, they couldn't cancel it, they told me to call back, I called back again was told the wait time was too long, call back, I called back two hours later, got a different person, had to explain the whole thing again, and he told me he may not be able to cancel it, he was having computer issues. I told him if it wasn't cancelled I was going to the bank to stop any more authorized charges from their company and was going to find out what legal recourse I have. he told me that once I put a stop with the bank it would cancel the charges. Why do I have to resort to this result, why do I have to ask my bank to stop the charges, when they are going to charge me also to do this? this sound fishy to me, I am a college student, for 5 months I have been charged by these people isn't there any other way to get them to cancel my insurance and try and get back the charges they have made for the last 5 months?Desired Settlement: I would like a billing adjustment, I would also like them to STOP charging my account NOW

Review: In December my phone failure, and request a replacement paying the deductible, the unit with which replacement also failed, and asked for another replacement, the folowing undad that does not function properly, which is currently used, I did not return the units in the time required and the company charged me for 169 dlls, call to verify that the units back refund me my money, the answer was yes, returns on units in the same company sent me labeled the [redacted] February, wait until the [redacted] to call for my money, since entoces calls twice a week, and the answer is always the same, have not received the units, they will not refund my money, at the winery told not has the units, it was my duty to have proof tracking units, I have to investigate what happened to usps unitsDesired Settlement: one hundred sixty-nine dlls $169 dlls

Review: I started a claim with the company to replace my cell phone. They did it on time. When they received my malfunctioned phone, which was "like new", they told me the screen was cracked. I then said I wish to see my old phone with the crack via e-mail. To which they said they couldn't. The company charged my credit card 179.99 saying the device was damaged by me and they're not willing to show me any proof. The only way it could have been damaged is through shipping.Desired Settlement: To get my refund and also to get money for the over draft fees and to get my credit restored for not having money to pay my water bill on time which was 78.93 dollars. I'm a 22 year old single parent of one child, who has done nothing wrong.

Review: This phone warrenty and replacement company had failed numeruos times to provide me with a functional and undamaged replacement cell phone. My wireless provider is Cricket Wireless, and eSecuritel are the people who supply replacement phones under warrenty. Claims dates: June **, July *, Sept. [redacted] and now Sept. [redacted] have all led to me having to remake claims because of eSecuritel sending me malfunctioning and damaged replacement phones. eSecuritel even charged me $169.99 due to them losing one of two phones I sent back, in whch I can say they DID refund me promptly for. Currently I have a received a malfunctioning, scratched up cell phone which took them 12days to send me(from Sept.[redacted]-Sept.**), without notification Sept. [redacted] 2013. All claims are from this year, 2013. I have had nothing but issues and currently am stuck with a non functioning, scratched up phone from eSecuritel. They have extremely poor custimer service and extremely poor product replacement. I can't afford to not have a properly functioning phone as I use it daily for work being a Security Guard my life could be in danger. I have yet to file another claim on the phone I reveived the [redacted], because after multiple instances of receiveing inferior products, I know I will not get a quality replacement phone from these people.Desired Settlement: Under my insurence I believe it states that they will send a refurbished replacement phone OR something similar. I would like a BRAND NEW phone, NOT a refurbished one as the quality of their refurbished phones is horrid. My phone model is ZTE Engage V8000 OR I will be willing to settle for something SIMILAR. NOT a downgrade! I paid $250 for this phone, and receiveing anything below this will just be an insult.

Review: I had a very horrible experience with customer service this morning. I initially spoke with an operator, who's name I don't remember. She was very rude and mouthy. When I asked to speak with a supervisor she kept questioning me and delaying a transfer to a supervisor. When I finally got a supervisor on the phone, named [redacted], things were equally horrible. The purpose of my call was to state that I disagree with the so called requirement to send back my defective cell phone. I was then "warned" and threatened by [redacted] that if I did not send back the defective unit that there would be consequences. Neither person was helpful or sympathetic to my situation and I still disagree to send back my defective unit as I never agreed to send it back and I was never made aware that it was a condition of the insurance claim. I have been paying my premium for over 3 years and only now have had to utilize the insurance. The experience has been a nightmare and I am not feeling as though my money has been well spent. I would like for the fee of not returning the defective unit to be waived for this claim. For any claims in the future I would be aware of such a fee and would not expect it to be waived again. The replacement unit I received was refurbished. I was told at the time I chose to enroll in the insurance that my phone would be replaced with a new unit.Desired Settlement: I would like the fee for not returning my defective unit to be waived for claim number [redacted] which was initiated on 09/**/2013.

Review: Due to my bank changing my credit card as a result of fraud, eSecuritel contacted me to tell me to update my card. Their website failed to allow me to register or provide a secure payment. I called customer service and the overseas help line wanted my card information over the phone, which is high risk. I refused to provide my credit card to a foreign national in a foreign country over the phone, and challenged the customer service rep and he agreed it was risky and inconsistent for a security company to ask it. So he said he would take it up the chain. A one [redacted] ([redacted]) contacted me by email as a result, but only directed me back to the site. I replied the site does not work and was the reason for my original complaint. My premium payments now lapsed significantly, presumably my phones are no longer properly covered, due to the company sloppiness , and so I called [redacted], but his mail box was full and did not accept messages. So by all evidence, the company is a scam. I called Verizon and they put me on a new insurance endorsed by their company. I emailed eSecuritel and indicated I am cancelling my account as of today.Desired Settlement: Apology + confirmation my account is cancelled with no outstanding charges.

Review: I have paid for an insurance policy for my cell phone, my phone broke. I made a claim and they denied the claim. The representetive told me I qualified but there was an error in their system and it would not allow her to approve the claim. The representetive said it would be sent to their 'escolation team' who would contact me in 4 days, that was 2 weeks ago.Desired Settlement: I run my business from my cell 24 houes a day. I bought this insurance plan because of this statement from their website: "eSecuritel provides customers with high-quality phone and device replacements, a simple claims process and the ability to easily manage their accounts online. They can even receive their replacement phone same day. This all adds up to an experience that delights customers and increases customer satisfaction." All I want is for them to do what they said.

Review: I purchased an iPhone 4s-16g at the Verizon store located on [redacted], in Frederick Maryland. We purchased insurance for both my Husband's phone and mine. What was not relayed to us was the the insurance was through a contracted company, eSecuritel. My iPhone since then was dropped and not only was the back of the phone shattered, but there was damage to the hard drive. I was told, via the Verizon store that a replacement phone would be $80. My Husband contacted eSecuritel to fix my phone, who charged his debit card $199 to replace my phone, and he spoke with a manager named [redacted]. I then spoke with my Husband, confused as to why a company would charge $199 dollars for a phone that was paid for in the Verizon store for only $99. I immediately called eSecuritel back within the 5 minutes that my Husband had gotten off the phone with them. I spoke to a lady by the name of [redacted], or so I thought was her name since their phone line was going in and out. I know this wasn't my phone line, because my Husband said the same thing. I wanted eSecuritel to cancel the iphone shipment and refund my Husband's card for the full $199. Very rudely, [redacted] told me that they can not cancel my order not call the warehouse in which the phone was being shipped to, to cancel the order. She also told me that she can't refund me until they receive their phone back (NOT MENTIONING ANY RESTOCKING FEE). I requested a manager, since the both of us were getting frustrated in which I was told, "You don't need to speak to a manager, they will tell you the same thing". At this point, I was getting upset because I did not feel that they were trying to help me, only worsen the situation. After asking her a couple times to speak to a manager, she finally agreed. I was put on hold for quite a long time. Finally a gentleman, by the name of [redacted] answered the phone. He told me the same thing. That they could not cancel the shipment once it was sent out. HOWEVER, the phone was not sent out at this point. (Keep in mind that when I spoke to [redacted], this had only been 5 minutes from when my Husband spoke to them. There is no way a telephone would be shipped out within 5 minutes). ESecuritel has a warehouse in Georgia in which they have a stock of phones. [redacted] confirmed that the phone was in the warehouse and that it indeed had NOT been shipped out yet, however they still could not cancel the order. I asked him to call the warehouse to let them know that the order will be cancelled so that I may be refunded and so that I could buy a new phone, and was not able to do so since they charged $199 out of my Husband's account. [redacted] told me that he does not have the phone number or ANY contact information to the GA warehouse. I asked if anyone at his office did. He said no one had the information. I asked for a manager, in which he told me that I did not need to speak to another manager, that his manager would say the same thing he told me and that his manager has no more authority than himself. WHAT kind of a place has a hierarchy of managers whom have the same exact power?! He was reluctant to let me speak to his "manager'. After requesting his manager a couple times, I was transferred. [redacted]'s manager's name was [redacted]. [redacted] told me the same thing: they could not cancel the order, and that eSecuritel did not have the contact information to the warehouse in GA in which all their phone's are "shipped out" from. How does a company not have the contact information to another company in which they religiously work with on a daily basis. This was quite the absurd information. What kind of business is run this way?! [redacted] told me that he was not able to do a refund that his support team would have to do so, and that they are not in over the weekends, that they would have to call me Monday. Also, that I would have to pay a re-stocking fee to return the phone. WHICH WASN'T HAD NOT EVEN BEEN SHIPPED OUT YET!!!!! Which neither [redacted] nor [redacted] told me. So, now that I do not have a phone and out of $199 to buy a new phone and had to wait until Monday to be contacted by their support team, I requested that I be called FIRST THING in the morning on Monday (Today) the [redacted] of April and that I will not pay a restocking fee for the complete stress and anxiety that they have caused me, for a simple fix on their part to contact the warehouse in GA to cancel shipment. Well, I had not received any phone call on my husband's phone (which is the secondary contact on the insurance), nor any messages left on my phone (although dead and broken, I can check my voice mails via an alternate phone line such as my Husband's). My Husband was the one who had to call them. Which he did so around 1:00 PM. HIGHLY UPSET to know that I was so incredibly frustrated and that [redacted] said he would but this matter as urgent and that the support team would contact me in the morning, and they had not. A business should be helping me, not frustrating me, and trying to resolve an important issue of me being without phone over the weekend and for the next few days of this week. When my Husband contacted eSecuritel today, they couldn't even find us in their system, as if to add more salt to the wound. They eventually found our claim and were just as "helpful" as they were the past two days which was NOT HELPFUL AT ALL. We were told the same thing. That we would have to wait until this phone arrived to us, then send it back, in which we would still be charged a restocking fee of $35. EXTREMELY UPSET we got off the phone. I will never be going back to this company ever again and I hope for everyone's sake that they will never treat anyone else with such disrespect and lack of knowledge. I have never dealt with a company with such absurd ethics. I would like for the business to contact us to either refund us a restocking fee if it has already been charged or waive the fee for the time, distraught emotions, and frustration with the stupidity of their employees and this situation that they have put us through.Desired Settlement: I would like eSecuritel to refund my Husband and I the $199 for the iPhone that we do NOT want and in which will be sent back immediately upon arrival and I want eSecuritel to waive the restocking fee or refund the stocking fee of $35 if it has been charged to my Husband's account to rectify the emotional distress of this situation that they have placed us in. And in case they do not have my Husband's phone number on file, which is possible since they lack important contact information, his number is: ###-###-####

Review: We called to cancel the insurance service, since we thought we had removed it through Verizon and only found out today that your insurance could not be removed that way, as you have a third party agreement with Verizon retailers.

All the same, my husband called and requested the service to be stopped and asked to speak with a [redacted] regarding the refund of previous deductions. The representative who spoke with us was named [redacted]. [redacted] would not pass our call along to a [redacted]. In fact, we requested more than thirty times on the call, to speak with someone else and she failed to provide us that option. I lost count after that of how many times we requested to speak with a superior. [redacted] then said, "We're talking in circles and I'll have to disconnect this call", after which, she hung up.

We were not given the option to discuss the matter with higher personnel, we were not permitted to speak with a [redacted] and our needs and requests regarding the refund of prior deductions have not been met. The representative continued to say "[redacted]s won't discuss our policy" and I would say if you higher paid employees aren't willing to discuss your policies, they must be pretty bad. I am infuriated by the terrible customer service and mistreatment I received today. ESecuritel doesn't mind deducting money out of my bank account, but when I call to speak with a [redacted], they won't transfer the line - that's outrageous.Desired Settlement: I would first and foremost like an apology. I would like that apology from the representative, [redacted], and I would also like it from her [redacted] that I was not allowed to speak with today. I would like to hear from the [redacted] why his employees are hiding from customers, avoiding to discuss policies and simple customer service such as refunds. Lastly, I would like a refund for the past two month's charges.