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Reviews eSecuritel

eSecuritel Reviews (35)

Review: My cell phone stopped functioning, the screen would not light up.... so I called esecuritel and talked with them about it and asked if I could file a claim on line after I talked to my cell phone carrier, they said yes. So after talking to my provider we determined that the best course of action was to fill an insurance claim, so I did.....

The first question asked was my cell phone number which is completely logical

Next question has phone EVER been wet, so not to commit fraud I said yes, then it ask the date...this happened like a week or so after I got the phone so like some time back in the first of 2013. The phone was not damaged BUT the white dot under the ear plug did turn red. I had the phone in my shirt pocket and apparently a rain drop entered the ear plug hole.

so my next option is to hit the next button, so I did and it says my claim is denied sine the indecent occurred m ore than 60 days ago.

BUT the rain did not cause my issue, my phone has worked completely fine ( Over 1.5 years, since the phone got rained on)

So I call customer service and told them the situation and that they phone STILL TO THIS DAY turns on, I just cant see a picture but I can her the phone come on, still get calls, etc. So the customer service rep says that she will submit my claim with the new information.

I called back the next day and asked...the same result, denied. So I asked to speak to the [redacted] and went thru the whole details again, my phone go wet over a year ago, the phone was not damaged and it had got damaged at that time I would have filled a claim but since the phone worked fine I did not. and now a year of so later the screen will not come on and this occurred only in the last few days and I am filing a claim and it is less than 60 days since it has occurred. He pus me on hold and tries to work out something but he says since I entered the date on line as beginning 2013 the decision is final.

I explain to him that the on line 1st question was my phone number, the 2nd was if it ever got wet.....and that IT NEVER asked why I was filing a claim.

So he tells me I should have read the online better... I said I did, and the 1st question was if it ever go wet... NOT WHY I WAS FILING A CLAIM.

So after reading reviews and seeing many comments about their poor service and obviously replies to the comments from employees from eSecuritel saying that "we are F[redacted]g is and if we want our phones replaces we need to learn to lie better" I again tried to call eSecuritel (in Alpharetta, Ga) their website is here [redacted]/....

and proceeded to tell them I googled them as told them the results I had found and telling them I believe they are running a fraudulent and deceptive practice by first not asking WHY a file is being claimed because THEY KNOW 99% of all phones water indicator have turned red either from being in pants pocked and the humidity levels got to high or that others in similar situations have gotten their phones wet but suffered no damage.... and that by asking if the phone has ever got wet on the 2nd question after the 1st being your phone number was a way from having to pay out claims and that I was thinking about filing a claim with the Revdex.com...at that moment she asked if I said Revdex.com. I said yes because I have exhausted my dealings with your company... she then told me she was no longer allowed to talk to me per her company's policy.Desired Settlement: I do not want any more dealings with this company as I have read many complaints even with the replaced phones, many people get useless phones or phones that work only for a couples of days, then the company will not replace those phones. I would like to get a refund of all monies that I have paid to this company since the contract on my phone was started.

Review: I have wireless insurance from wireless carrier Cricket Wireless. Esecuritel a Brightstar Company sent me a replacement phone that does not work. I advised them the phone don't work so they sent me another phone which has the same issue of the first phone. Cricket Wireless gets a error message and the phone can not be activated so I was advised to contact the Esecuritel. I called the company and spoke with Wally who is very rude. He transfer me to a survey when I was requesting a supervisor twice. I called 2 times and he did the same thing. The representative told me he had to hold for 3 minutes so he couldn't hold anymore. I explained for him to please get me someone I've been dealing with since 1/**/14. He cut me off and starting making my closing then transferred me to survey again.Desired Settlement: representative reprimanded and refund

Review: Approximately 6:30pm on 8/** I filled a claim and made a payment to have my iPhone replaced. While processing my payment the representative on the phone said they were having some computer issues and he couldn't tell if my payment had gone through. He advised me to call back in an hour to see if everything was ok. At that time a different representative told me the payment went through just fine and I could check that with my account balances which I did and everything was ok. I chose to pay $35 extra for next day delivery which at that hour on a Friday I realize that Saturday delivery may be unrealistic so I expected to see it delivered by Monday, but it wasn't. I had patience to wait and see if came on Tuesday which it did not and unfortunately I was unable to call and see what was going at that time, but at this point I certainly thought I would have it by Wednesday 8/**. But by the end of Wednesday when I still had not received my new phone I called to see why. And as it turns out they haven't even shipped it to me yet. Apparently the computer issues that occurred on my first call caused the shipping department not to be informed that they need to ship me a new phone. I was also told on 8/** that it should be resolved in the computer system by midday 8/** and I may not receive my shipment until 8/**. Which at that point would be 7 days after paying for next day shipment. Also during the call on 8/** I was told that nobody could tell me if I would be able to get any sort of refund.Desired Settlement: At this point if it does turn out to be 7 days from my claim to receipt of shipment not only should I receive a refund of the $35 for next day shipping I should also get a refund of a portion of the $150 deductible I paid for the additional stress of dealing with this for almost a week. The whole point was for me to get my replacement phone as soon as possible which certainly has not happened.

Review: I paid $7.00 a month for several months for insurance for my iphone. I lost my iphone (3/**/15) and I submitted a claim. I paid a deductible of $175.00 for the Company to send me a new iphone. The Company supposed to deliver the iphone in one or two days. I wait over a week and when I call the eSecuritel, they told me that the don't know when they are going to send me the phone. This response is not acceptable. I cannot wait a long time for my cell phone (I need my cellphone for my business and daily transactions). I am asking for all my money back but eSecuritel will not do it. I feel that my iphone never had insurance, but I paid for it

Review: I am a Telus customer. I carry cell phone insurance on my secondary account. I had to place a service call back in March 2014 to replace my device. I was told at that time that the insurance carrier was being switched from Assurion to eSecuritel and that replacement phone inventory was low. I was instructed to purchase a phone out right and send in the proof of purchase. I did so March [redacted], 2014. I received a phone call from a rep saying that payment was being process.

By the end of April, I hadn't received anything. I called Telus and they instructed me to contact the new insurance provider eSecuritel. When I contacted eSecuritel, I was told they would be responsible for the loss as they took over all the customer records from Assurion. Having said that, eSecuritel requested that I send them proof of purchase. I faxed the information April **, 2014. On April **, 2014 that they received my proof of purchase and I was told that payment was being issued.

I have been following up weekly with eSecuritel and was told today (May **, 2014) that they someone must have lost my paperwork because they have no records of it. I was finally transferred to someone in the corporate office and was informed that they need me to resend the information. Also, today was the first time I was told that reimbursement may be sent to me in the form of a pre-paid visa or giftcard.

I have been misinformed several times by eSecuritel staff. Financially, I had to purchase the replacement device using my credit card. I am now entering the 4th billing cycle since the purchase. Having said that I am incurring additional expenses. I would like eSecuritel to incorporate these costs when issuing my credit.Desired Settlement: Please issue a reimbursement cheque for the device, sim card and interest accrued ($80 approx).

Review: I pay $7.99 a month for insurance and still have to come up with $199 out of pocket in order to receive a replacement phone. I agreed to pay the $199 for my pink iPhone 5c phone, but they told me only white was available and that they would be sending me that one. I believe they are being extremely unfair because I shouldn't have to pay $199 to get a replacement phone and not even get the same phone. They were extremely rude and had no sense of customer service. They refused to do anything else for me and insisted that I payed for the replacement phone even though it isn't even the phone I originally had. I finally gave in and payed it because I need a new phone, but it was the worst customer service experience I have ever had. This company is a scam.Desired Settlement: Either give me some of the $199 deductible back or get me a pink iPhone 5c like I originally had

Review: I recently filed a complaint against this company for a defective phone, with the assistance of the Revdex.com we were able to come to an agreement. Which was that I was to return the defective product and be issued a refund of my 70.00 deductible. I spoke with the representative and I was explained the process...that after I mailed the phone it would take 3-5 days for them to receive it after which a refund would be given within 7-10 days. I was emailed a return shipping label and I mailed the phone off on September *, 2013. I was told to check in and give the tracking number which I did on Friday Sept. [redacted], [redacted], and the [redacted] they still had not located the returned phone. It was at this time I was told that they were going to file an escalation, which should have already been filed. I was told once again to wait for another two days to get a response. I am totally and thoroughly disgusted with this company's overall customer service and business practices. When I paid the deductible to receive the defective phone they didn't wait to take my money. Not to mention I had t go out and spend even more money just to get a working phone. I have since changed providers, and they still have my money tied up.Desired Settlement: I without a doubt want a refund but they are telling me that they were going to credit my credit card and depending on the my credit card company's policy who knows when that will show up on my card. since they have dragged their feet I just assume they expedite my refund so that I can receive it before the end of the month.

Review: I closed my account on April [redacted], and was told I would be given a credit of $3.73, however my bank was charged $3.73. This balance is not high, however I found out that my account was to cover a second cell phone, which was never supposed to be covered in the first place. I have cancelled that phone as of today, and was told I would receive a credit but that is yet to be seen.Desired Settlement: I would like the credits properly applied to my account

Review: We purchased cell phone plans/service through a [redacted] store and agreed to sign up for insurance coverage for two mobile phones through ESecuritel. A monthly payment plan (monthly credit card charges) was established to pay for the insurance for both phones ($6.99 + $5.99 per month), and [redacted] setup our automatic payments (again, via [redacted] credit card) with ESecuitel. After our 2 year plan with [redacted] ended, we upgraded to two new phones with [redacted] in May 2012, however, we were not aware that we were required to notify ESecuritle that we no longer needed insurance coverage for the two old phones. Importantly, [redacted] initially signed us up with ESecuritel, and we DID NOT receive any Terms and Conditions (w/ termination clause) when we signed up for coverage nor did [redacted] (or anyone else) inform us that we should call ESecuritle to stop charging our credit card. As a result, our credit card has been charged approximately $13 per month for 13 months until we discovered this error today. My wife and I feel ESecuritle should refund the money we paid during this 13 month period.Desired Settlement: Refund $168.74 or credit our [redacted] credit card account.

Review: Cell phone insurance has been in place on my device since 2012 and paid monthly. Now the phone is broken and I am getting the royal run around in trying to file a claim. 6 calls so far totallyin gmore than 4 hours, and still no claim filed. Excuse after excuse. OUr system is down, after I have been on the phone with them for 30 minutes. That might be good info to tell people up front. Then we dan't have all the info we need, this after they sent me an email confirming all they had all the info from me they needed, receipt for purchase etc. I offered to forward the email confirming they had the info and they could not accept info. Today, I am on the phone for 45 minutes, and then they tell me they can't do what needs to be done, but it can be done after 9am, which is in 15 minutes. I have to call them back then. Now I have been on the phone for 31 minutes, and they have to call someone else to see if they can take my claim. This company just wants to put up continual road blocks to people so no claim is filed. Issue is not yet resolved.Desired Settlement: Fulfill the insurance promise, replace the broken phone. That's why I have been paying insurance on the phone for years.

Review: I am filing this complaint for a phone that should have/and be covered under a manufacture's warranty. The face of my cellphone is coming unglued from the frame and is causing slight issues. I was told by one of the techs that I was not the only one with this issue. They want me to pay $170 to have the phone replaced when the phone actual cost less than that amount.Desired Settlement: I want the phone replaced within the terms of the warranty. Either with the same model, or a comparable model of cellphone.

Review: On 5/**/2013 I filed a claim to replace my son's phone. The claim was accepted and a new phone was sent. However, they sent a pink phone even though the claim was submitted for a gray phone. I called back and they escalated to corporate, who admitted the error and sent a new phone. However, the new phone was defective as you could not hear the other person on the phone. I called back on 5/** to inform them of the defective phone to have them send a new phone. However, I was told that they could not file a new claim because they had not received the phones back. I asked to be forwarded to a manager as I felt this was poor customer service and an unreasonable ask since they had sent the defective phone, a second error on their part. However, the manager provided the same response. I asked to be forwarded to Corporate in hopes that they could help me understand why I had to wait for the phones to get back to them when the error was on their part. I never received a call from Corporate in response to this. On 5/**, we put my son's original phone that we filed the claim on and the pink phone in the mail, using the labels provided. Since I had not heard anything, I called them back on 6/*. The person started to file the claim but was not able because they said they had not received the phones. I informed them they were sent on 5/** with their label. They said there was nothing they could do and I informed them that I would be contacting the Revdex.com as this was not acceptable as it is now 3 weeks. I was forwarded to another person who told me the same thing. She said she escalated it to Corporate but it would be up to Corporate if they called me back. I find it appalling that they just decide which customers they call back, however, they did not call me the time before. I told the person that they can talk to me or the Revdex.com. The person responded that I had now threatened legal action and she hung up the phone.Desired Settlement: At this point in time, I am being charged $35 to file the claim. I am also paying my monthly fee for this phone that I am not able to use. First and foremost, I want a working phone of equal or greater value sent to us immediately, irregardless if the phones are received as they were sent using their labels. Secondly, since they have made two errors and have not responded to the second error and we are now without a phone for a minimum of 3 weeks, I feel they should cover the $35 plus our monthly charges for this phone.

Review: [redacted]I submitted this claim earlier today, however the Revdex.com wasn't able to contact eSecuritel due to incorrect contact information, which I am now providing: Esecuritel Phone #: ###-###-#### Claim # [redacted] I purchased an iPhone 4s-16g at the Verizon store located on Spectrum Drive, 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: [redacted] I submitted this claim earlier today, however the Revdex.com wasn't able to contact eSecuritel due to incorrect contact information, which I am now providing: Esecuritel Phone #: ###-###-#### Claim # [redacted] I would like for eSecuritel to refund my Husband's credit card of $199, and as soon as we receive this unwanted iPhone that was not supposed to be shipped to us, we will immediately send it back. We would also like eSecuritel to not charge for the $35 restocking fee due to the emotional distress and wasted time that they have caused us. If they have already charged a restocking fee, it ought to be refunded as well.

Review: Over the past few days, I have received multiple e-mail blasts claiming that I owe $6.99 for insurance for a mobile device that I own.

I don't carry insurance on any cell phone in our family and our cell phone carrier, Verizon, does not use this company that I am aware of.

Neither my husband or I purchased insurance for any mobile device.

Review: In first week of December my cell phone stopped working, I called this insurance company (its company that my cell phone provider Cricket uses) The customer service rep I spoke to said that it was covered under warranty since it was phone defect and still in the year warranty (since it was covered under manufacturing warranty) So on Jan [redacted], I noticed at charge on my credit card/debit card (that they kept on file from my $10.00 deposit for the new replacement phone) that they sent to me another charge for 169.99. I called them and they stated that the phone was deemed out of warranty and they charged me full price for he replacement phone. Never did they call me in which they had my cell# as well as my email address to explain this. This unauthorized charge was submitted on Jan [redacted](almost one month after they received my defective phone which I mailed back to them in mid december) This charge was not authorized on my act . I spoke to customer service and I asked to resolve this issue if I could just return the refurbished phone back to them for a full refund, they were to going to talk to the corporate office and get back to me in 24 hours in which I waited 48 hours and called them today. They stated that it can not be returned for refund to my account. I just reviewed their business status with the Revdex.com and it looks like they have had several complaints giving them a grade F. I wish I would have done by research before paying them each month for useless cell phone insurance. Another issue is that they did not even contact me to tell me that they were charging me for new replacement, so I could be prepared for it. Your help in getting this matter resolved is greatly appreciated.Desired Settlement: I would like to return the refurbished phone that was sent to me for a full refund for what they charged me in the amount of $169.99.

Consumer

Response:

esucuritel address is as follows as you requested for claim # listed above:

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Description: INSURANCE SERVICES

Address: 4500 Cambridge Rd Ste 100, Fort Worth, Texas, United States, 76155-2236

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