Global Warranty Group

Review: I purchased insurance from the Global Warranty Group to cover lost/damaged/stolen cell phone through a Rogers / Cellcom. When I damaged the screen on my phone, I called GWG on January **, 2014. I was told that I had to send back the broken phone and a new phone would be delivered within 4 business days. More than a week later (approx Jan **), I called to check the status of my phone. I was then told that they didn't have the same phone to replace and asked if they could send a cheque for $650. I agreed, and they said I would have it in 10 business days. On February [redacted] I had still not received the cheque, so I called. This time I was told my case was being escalated and I would have a call back in 48 hours. 1 week later (March [redacted]) I called back as nobody had called me after the 'escalation'. The call center person just said that accounting had my file and I would be getting a cheque, but he could not give me a time line. When I questioned more about how I could find out more, he said 'have a nice day' and hung up the phone. I went into the Rogers store today and they said they have had many complaints lately.Desired Settlement: I would like my cheque for $650 as promised.

Business

Response:

check #[redacted] for $650.00 sent 3/**/14 from our ** offices

Review: This company has offered me a cheque for $700, after they sent me two faulty replacement phones. This cheque was to go and buy my own replacement phone. This was in October. When I call, I cannot talk to anyone, they do not give me any information. It is now March and I still have a crappy phone and no cheque.Desired Settlement: Not only do I want a cheque for $700 in order to replace my phone, as it is not working properly, I feel like the should also make sure that the money they send with actually cover the entire cost of a new phone.

Business

Response:

check#[redacted] for $700 sent 3/*/14

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I have not received the cheque yet. Until the cheque is in my hands, I want this complaint to remain open.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

check#[redacted] for $700 sent 3/*/14

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I purchased cell phone "wireless protection" insurance from this company through a local Verizon Wireless store. My son's phone broke at the end of December 2013 and we filed a claim. They were unable to provide a replacement phone at the time and offered to send a $625 check instead. Since filing the claim I have called the costumer service dept at least ten times (about once a week) and have been given the same story each time. "They don't know why I haven't received the check yet and they will send a request to the 'Escalation Dept.' to contact me." Each time they told me someone will call me back within two business days. No one has ever contacted me either by phone or email. I also find it extremely odd that the customer service department has absolutely no ability to contact any other department through any means other than their internal email. No one has been able to get me any answers or any further in the process. [redacted] have no more authority than service reps. I truly feel that this company is a scam because I have seen other complaints online describing nearly the same experience I am having. I also can hear other customer service reps speaking to other angry customers when I am on the phone with them. They also put a $275 charge on my credit card at the end of January because they had not received my broken phone yet. Discover Card reversed the charge successfully for me as they agreed it was an unethical charge.Desired Settlement: Settlement of the claim in the form of a $625 check mutually agreed upon.

Consumer

Response:

I have received the settlement check offered by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved - Provided the check clears.

Sincerely,

Review: To Whom It May Concern:

I purchased a LG Cosmos 3 (from an anonymous cell phone provider – which shouldn’t matter where b/c they have nothing to do w/ the actual insurance of the phone) on 5/**/13. Along with the phone, I purchased a 2 year insurance coverage plan for my phone on 5/**/13 from Global Warranty Group (GWG) for $85.07.

Recently, I had accidentally dropped my phone and it got damaged pretty good. Certain buttons wouldn’t work and, more importantly, the part on the phone where you actually plug in the charger into the phone to charge the battery was somewhat damaged too. The phone struggled to accept the charge. After several attempts, it finally accepted the charge. However, it would oftentimes act like it’s charging, but it’s really not. It’s a bit frustrating. In addition, the battery was loose, so the phone will restart itself over and over and over again. Talk about being frustrated on top of already being frustrated…. Then, once again, I dropped the phone and now the screen became black. So now I can’t see who’s calling, I can’t text, I can’t see anything in my calendar (such as appointments), etc. Not only would I like to get a case for the new phone so that I don’t keep dropping it (or so that it protects the phone when it is dropped), but I would like the new phone so that I can see who’s calling, so that I can make phone calls w/o the battery coming out, view my calendar, etc. However, GWG is giving me a hard time sending a replacement phone.

The initial phone call to GWG was made on Thursday, 7/**/13, at 2:20pm. Another phone call was placed the same day at 3:31pm. During these conversations, it was stated that the phone I purchased was in their computer system as a SmartPhone, so the deductible is $75. I told them that it is definitely NOT a SmartPhone, so the deductible should be $50, not $75. The GWG representative told me that she will send a request to another department to make the change and it will be changed w/in 24 hours. I called the next day (7/**/13) at 5:36pm and 6:02pm. It was still not changed. I was then told it would take 48 hours to change the deductible in their computers. So….I waited until Thursday, 8/*/13 (an entire week since the initial call) and decided to call at 12:14pm. Once again, the deductible was not changed. So….I waited yet another week (yes, 2 weeks since the initial phone call), and then called again – on Wednesday, 8/*/13, at 10:58am. Once again, it was not changed. Each time I called, there was nothing anything could do for me. They couldn’t transfer me to that department who makes the changes, they couldn’t change it themselves, etc. The only thing that was suggested was that I pay the $75 and they would refund me “immediately.” I refused for a few reasons – (1) I couldn’t understand how they could refund me the money “immediately” but couldn’t change the deductible “immediately;” (2) what was their definition of “immediately” (considering they couldn’t even change the deductible “immediately”)??; and (3) I couldn’t trust them w/ refunding me the money if they couldn’t even keep their word about changing the deductible w/in 24-48 hours.

After being fed up with this non-sense, I decided to write an email. On 8/*/13 (Wed.) at 12:57pm, I write an email to “[redacted]” and explained my situation. Within 2 minutes I got a reply from [redacted]. At 12:59pm, she asked me for the wireless # or claim file #. I gave her my phone # at 1:01pm. By 1:02pm, she took care of the deductible and told me to call to complete the claim. However, b/c my debit card was at home and I wasn’t at home at the time (and my phone was on the verge of dying), so I sent an email at 1:28pm explaining that I would try calling later. At 5:22pm, I emailed [redacted] saying that my boyfriend was going to end up calling to order the phone for me b/c my phone wasn’t working anymore, so to expect that call. On 8/*/13 (Thurs.) at 3:17pm, I emailed [redacted] asking, “How can I make sure that I will get it before the weekend??” At 6:17pm, she responded back saying, “We have ordered it and are trying to get it shipped today so you will have it late tomorrow.”

My replacement phone was paid for on 8/*/13 (Wed.). It wasn't "ordered" until 8/*/13 (Thurs.) (my boyfriend was verbally told that it was “ordered” on 8/*/13). It was stated that it would be shipped by 8/*/13 or 8/*/13. Yet, nothing had been shipped yet. On 8/*/13 (Fri.) at 2:33pm, I emailed “[redacted],” “[redacted],” “[redacted],” and “[redacted].” At 4:25pm, [redacted] emailed me back (copying [redacted]) and asked me for the wireless # for the claim. I emailed her back w/ the phone # at 4:48pm. No response back at all.

On Sunday, 8/**/13, at 9:44pm, I emailed all 4 email addresses again. I emailed all of them again on Monday, 8/**/13, at 11:06am. No response back yet from anyone. At 2:52pm on Monday, 8/**/13, I called corporate [###-###-####] and spoke w/ [redacted]. Phone still hasn’t shipped yet. I told him that I was verbally told as well as told in an email that it was going to be shipped by Friday (8/*/13) at the latest and I wanted to know why it wasn’t shipped after being told that. He explained that phone was placed on 8/*/13 (Thurs.), making 8/*/13 one (1) business day and 8/**/13 the 2nd business day, so it should be shipped today. Told him that I was still told that it would ship by Friday, so I didn’t understand why it hadn’t been shipped yet. He said that he can send a request out to get an explanation and to also get a tracking #, but it would take 1-2 business days. Explained that it made no sense to request a tracking # if the phone will be here before I can get a tracking #, plus waiting for an explanation will take far longer than two (2) days. Told him my experience has been awful with them and that I have one (1) string left before I make another phone call that I really don’t want to make. Explained that I was not pointing my finger at him b/c I haven’t dealt w/ him before. I was just fed up with my whole experience and that I better get my phone tomorrow or I will be very mad and I will be making a phone call.

On Tuesday, 8/**/13, at 5:00pm, I received replacement phone via UPS.

My experience with Global Warranty Group (GWG) has been nothing but a throbbing migraine and I hope I never have to deal with them ever again.

Sincerely,

an unhappy customerDesired Settlement: The next time I need my phone replaced, I would like it replaced for free. I would like the "replacement" phone sent to me first before the "defective" phone is sent to them and I would like it done without "a hold" of a specific amount of money. It is not ethically correct to leave anyone without a phone for several weeks. What if that person is pregnant and goes into labor?? What if someone gets into a serious car accident and is trapped inside his/her vehicle?? What if an intruder breaks into his/her house?? Then what??

Business

Response:

I apologize for the miscommunication and bad information that was provided to the customer. Without a contract or wireless number I am not able to research and rectify the situation for the customer.

Review: In May 2013, I got an iphone 4 in my local [redacted] store (not corporate) and was told I had to get insurance through Global Warranty Group and $10.99 would be taken from my checking account every month. I agreed to this.

In April 2014, I got an iphone 5s in a different local [redacted] store (not corporate) and was told I no longer needed the insurance through Global Warranty Group and was given a phone number to call and cancel. I called this number (no longer have the number now) as we were leaving the parking lot the same day and got a recording that said in order to cancel to email [redacted]. I emailed the email address right then and said to cancel the service and gave my phone number and account information.

After a few months, the $10.99 was still coming out of my checking account. I called the store and they said to give it another month and see if it stopped because it may take a few months.

In September 2014, the $10.99 was still coming out. I called [redacted] customer service but they said there was nothing they could do because it's a third party company. So I emailed the same email address again [redacted] and asked for a refund of $43.96 and for the service to be canceled.

As of now April 2015, the $10.99 is still being taken from my checking account every month. I've had no response from the company and can't find any other contact information for them and cannot get on their website.Desired Settlement: I want a refund of $131.88 for the year that the $10.99 has now been coming out after cancelation and more importantly I want this fee to stop coming out of my account.

Consumer

Response:

At this time, I have not been contacted by Global Warranty Group, LLC regarding complaint ID [redacted].Sincerely,[redacted]

Review: Made a claim with GWG at the end of May 2014 for a cellphone. They then informed me that the only option available to me was to accept a cheque for $550 since they were unable to repair/replace the cellphone. I have now been waiting for them to "process" this cheque and mail it. They are unable to provide any more information other than it is being processed at this time. Despite several phone call attempts. The insurance was purchased through a local cell phone dealer called jump dot ca.

They already received the "deductible" from our credit card even before they would start the claim.Desired Settlement: To honor the terms of the warranty so I receive the payment that they promised.

Review: In 2013, I purchased a new Samsung Galaxy III phone (color white) from [redacted] Wireless and also bought the upfront insurance for ~$180.00 which would cover any damages to the phone. I.e. if something happened to it, I would get a new one.

A couple of days prior to January **, 2014, I broke my Samsung Galaxy III phone (color white). I called the Wireless Protection Program (aka Global Warranty Group) on January **, 2014 to file a claim to get a replacement phone. On that day, I was charged a $75 deductible (which was never told to me when I initially purchased the insurance plan) by [redacted] (as per my credit card statement) and was told I would receive a replacement phone in less than a week. However, I was told two days later that they did not have a phone in stock and that I could take a check for $375, which I promptly accepted. I was told I would receive a check within 1 week. After a delay of a month or so, I started calling their call center numerous times in February, March, April, May, and June inquiring about where my check was. I was told that my inquiries would be re-esclated to the Accounting Team and I would receive a phone call regarding my check's status within 2 business days, something which repeateled never happened. I asked to speak to the Accounting Department directly, but was told that there was no way for the representative I was talking to nor me to be able to contact them directly.

I called today, June **, 2014, again and was told the same refrain. After that, I decided to file a claim with the Revdex.com in order to get my check for $375 since it has been 5-6 months of waiting.Desired Settlement: I would like to receive, in very timely fashion, my check of $375 that I am promised as per the Insurance Plan that I signed up for.

Business

Response:

check #[redacted] for $375 was sent 6/**/14

Review: I purchased an extended wireless warranty through [redacted] on Jan 0/2013 when I bought my cell phone HTC one s.

In Jan 2014, my phone broke due to water damage. I followed the instruction from their Customer's Service centre by sending my broken phone to [redacted].

I was deducted $95.00 deductible from my credit card on Jan **/2014.

Global Warranty called me at the end of Jan 2014 to say due to my cell phone is no longer in stock, they will send me a replacement cheque of $500.00, there was no time frame on when I will be receiving my payment.

It had been almost three months. Each time I called the [redacted] the agents are very helpful and understanding, keep saying they will refer me to the "Escalation Department" and someone will be contacting me within 24-48 hours.

I received no phone calls, no emails, I have called at least 8 times and sent 2 emails to [redacted], no respond.

I went on the internet for a review on the above company and found many complaints from customers and their issues are similar to my.

I would like you to help me how to get a respond, and my $500.00 check.

I went back to [redacted] and was advised [redacted] is no longer offering this type of warranty services through this insurance provider.Desired Settlement: I would like to get my refund of the $500.00 as promised for my phone.

Thank you so much

Business

Response:

This Revdex.com complaint is being researched and worked daily until GWG is able to get you resolution. If this is regarding a check that was

accepted in lieu of a replacement phone GWG will make sure to fulfill all claims. However due to unexpected factors there has been a delay in our claims process. Please continue to be patient and we will be in touch as soon as we have resolution. GWG appreciates your business and patience as we continue to work through these issues.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This is the same reply as I received each time I call the business that they are working on it. Each phone call I made, the customer service agent had promised someone will get back to me within 48 hours but no one ever had.

I would like some one to tell me the time when my claim will be settled, when I can expect my payment. I want more information than just what I have been told before I filed the complaint with the Revdex.com.

Thank you

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

check #[redacted] for $500.00 sent 7/** via USPS from our ** offices

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Additional warranty was purchased with my cell phone. When I made a claim, I was informed my phone was no longer available and I would be compensated with a check fo $550 CAD. I was also told at this time I had 30 days to send in my broken phone which would be plenty of time to receive the check and that a reauthorization for $381 CAD would be put on my credit card and the charge would not go though until Day 30 if the phone was not received back.

The full amount was charged to my card on June *, the day of my claim.

I have been calling repeatedly since around the [redacted] of June. I am told over again I will receive a call back in 1-2 business days. I have received no calls. I have had my file submitted to the escalation department every day and still no advance. I am now out over $500 CAD plus am owed the $550 CAD.Desired Settlement: I am requesting the $381 CAD be credited to my credit card. I would like the $550 CAD in the form of a check for replacement of my broken phone.I would like my $130 CAD deductible refunded to my credit card as I paid for a service I did not receive within the terms and conditions of their contract.

Review: It was explained to me that I would have to wait a short brief time before I would receive my check for the phone they cannot replace my issue is it's been escalated for two months supposedly waiting in their accounting department but nobody can give me answers to when or why this is happening. I was very compliant and paying my deductible and following all procedures that they asked me to complete I've been paying $125 a month for phone line that I cannot use.

Product_Or_Service: RIM /9900/

Account_Number: ###-###-####Desired Settlement: DesiredSettlementID: Other (Requires Explaination)

The settlement that I would like is the $600 so they offered me plus refunding of my deductible. I've been patient and I cannot be patient no longer. The only reason I excepted their offer of the money was I thought I was getting a timely check to replace that handset that they could not replace. Being that I'm tied into a contract with Rogers I've had to maintain my monthly payments with them at a cost of $125 a month with no handset to

Review: On February [redacted], 2014 I made a claim on cellphone with GWG and they promptly charged my credit card $179.00 for my deductible to process my claim. I spoke with [redacted] who processed the claim and she informed me that I would receive a replacement phone in a few days. On February [redacted] I received an email from GWG informing me to call their office because a replacement phone was not available. I called and spoke with [redacted] who informed me that since they did not have a replacement phone, GWG would be mailing me a check for $650.00 to settle the claim. She added that I would receive an email no later than February [redacted] 2014 advising me that the check was "in the mail". On February [redacted] at 4:35 pm I called and spoke again with [redacted] who informed me that the check is still being processed and she could not give me any further info. I requested a [redacted] and spoke with [redacted] who could not give me any more information on my claim status and informed me that my claim was still being processed and there was no one else who could assist me further. On February [redacted] at 3:45 I spoke with [redacted] who stated that there was no further update on my claim from last week. I asked her where GWG was located and she informed me it was somewhere on the west coast of the USA. She transferred me to [redacted] and once again I received no further help or status on my claim.Desired Settlement: Issue me a Refund check since I already paid GWG my deductible and I already purchased a new phone since GWG could not furnish me with a replacement phone .

Business

Response:

check #[redacted] for $650.00 mailed out of our ** offices on 2/**/14

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

I did receive check# [redacted] for $650.00 regarding my Revdex.com complaint# [redacted].

Thank you very much for your assistance in this matter for me.

Sincerely,

Review: I purchased insurance on my daughter's phone from GWG and after about a year the phone was damaged and eventually stopped working all together.

I contacted GWG and they said to send the phone in with a 100$ check. I sent the phone,charger and battery as requested with the check and contacted them after tracking it to see it was delivered. I phoned them on June [redacted] and they said that they did not have a replacment phone but would send a check for $550 to replace it. I agreed and that is when I looked up the company and seen that people have been waiting about to a year for their checks. I have been calling every couple days since June [redacted] asking when this check will be sent and they say they do not know and someone will call me in 24 to 48 hours. It has been 5 weeks now and no one ever called me and I have had to start a contract on another phone to replace the one that I sent them. I need this check badly and have done everything in good faith.Desired Settlement: I just want the check for $550 they have promised sent right away

Review: I procured an Iphone5S with a Global Warranty Group Insurance through [redacted] September 2013.

On ** May 2014, I called to file a claim for my broken cell phone. I was sent a shipping label to return the cell phone to Global Warranty Group. Which I did.

On ** June 2014, my Broken cell phone claim was approved and completed. My credit card was processed on 6/*/2014 and a charge of $179.00 was placed on your credit card from Global Warranty Group. I was told I would receive shipment and tracking information for the cell phone. This was not received. I called after a week and was told that there was no Iphone5s in stock and so I would receive a check for $650 dollars.

I also contacted [redacted] to have them work with Global Warranty group when I discovered that this was a common issue since they had sold me this product. We requested that Global Warranty provide the check to [redacted] so we could have the phone upfront and [redacted] deal with Global Warranty. [redacted] rejected this solution. After multiple phone calls and escalation requests, I was finally notified by [redacted], and escalation representative (who by the way seems to do all the escalation claims for GWG based on internet searches) ** June 2014, that all processing steps have been completed with my claim and we are now waiting for accounting to issue your check. We are working to obtain the status/ETA on your check. When it has been confirmed that your check has been issued you will be provided a check # and the date.

As of ** September 2014, no check has been sent, no ETA has been provided, no check number has been issued...AND the company can no longer be reached!!!!! According to internet searches they have gone bankrupt??

It has been 5 months and this company has received 179 for a deductible in addition to 200 dollars upfront costs to purchase the warranty and I still do not have a check or replacement phone!Desired Settlement: I want to be refunded for the 179 dollar deductible and provided with the 650 dollar promised check to buy a replacement phone....I have spent 379 dollars for no services that are guaranteed under this warranty!

This is ridiculous scam, [redacted] and Global Warranty Group should be ashamed of themselves for bait and switch services!!!

Total Refund requested $829 USD.

Review: I purchased a 2 year warranty plan with my 3 year contract at a third party rogers company called [redacted] (Rogers has since bought out [redacted]) in [redacted] in Calgary Alberta. The warranty plan was through Global warranty Group. My phone's hard drive died shortly after one year. I attempted to go through the GWG warranty process. I sent back the broken phone and was told that they would send me a cheque for the value of an iPhone 5. I paid a deductible of $179. I waited 9 months and NOTHING happened. When Rogers bought out [redacted] they made good on getting me a phone but I'm still out the deductible that I paid to a company that has given me absolutely nothing! My Claim number with the Global Warranty Group is [redacted].

Account_Number: ###-###-####Desired Settlement: DesiredSettlementID: Other (Requires Explaination)

The Global Warranty Group refunded $79 to compensate for their complete lack of service. They still have $100 that I paid to them for services that they were unable to fulfill. I require that $100 that I paid to the Global Warranty Group to be refunded to me.

Review: We purchased Global Warranty Group wireless protection 2 year plan for our two new Samsung Galaxy 3 Cell phones in April of 2013 for $99 each, a total of $198+tax.

On July [redacted] 2014, I, [redacted], called to put in a claim for my shattered screen phone. I agreed to put a $300 hold on my husbands credit card and to charge the $90 deductible for the new phone and so they would ship out the new replacement phone and I would not be without a phone for the time being. The phone did not arrive in time before we left on our vacation on July [redacted], 2014 due to the holiday. I also had not received a return postage email so I could send the old phone back at that time.

Once home on July [redacted], 2014 I unpacked the phone to find to find that they sent a generic battery along with it which was the first red flag of poor quality. I then waited a few days because I was nervous about how this new replacement phone would act before I sent in my perfectly fine phone excluding the shattered screen. I had made sure to ask how long do I have to send my old phone in and I was told by on the phone 30 days.

After a week the new replacement phone started to freeze and the screen quality seemed to diminish and the pigment became lighter and lighter until half the phone's screen turned into lines and distortion. I couldn't even use the phone as it solely relies on the screen to operate the phone. I then try calling the exactly number I called before and I get through with no problem and I told the representative what happened and she apologized and said she asked for a new email due to some times their emails get blocked from msn.com emails. I had never had issues not receiving emails before to my email and also seen this as a minor red flag. I then ask her to resend the return label and she instructs me to send back the new distorted phone and that I would receive a new replacement in 3-5 days.

I get the return label this time and print it out and I packaged up the old phone and ship it back.

I am now still here with my original shattered screen phone waiting for another replacement.

I wait over 10 days thinking it is just probably taking a bit longer.

I finally call and I cannot get through to anyone. Every attempt to call I get a busy signal. I attempted to call well over a dozen times to both the number on their return label I took down on the box that the replacement phone came it and the original phone line I called to put the claim in. I felt as if they put me on a "Do not answer" list.

I decided to file this complaint based on the dissatisfaction I have with this company. I have been given the run around and I am demanding my FULL money back based on I did not receive the services I paid for. They have not sent me a replacement phone. I had to file a fraudulent claim with my bank due to this company never refunding me my $300 hold on my husbands card in which I found out was $301 dollars exactly charged. This company is a very shady and seems to be running a scam for a business.

My husband is currently deployed and I have full Power of Attorney to discuss and dispute any charges need be.

Thanks you for taking the time to file my complaint.

I hope to hear back and with some results in the near future.

Respectfully,

[redacted] and [redacted]Desired Settlement: I decided to file this complaint based on the dissatisfaction I have with this company. I have been given the run around and I am demanding my FULL $198+tax back based on I did not receive the services I paid for. They have not sent me a replacement phone. I had to file a fraudulent claim with my bank due to this company never refunding me my $300 hold on my husbands card in which I found out was $301 dollars exactly charged. This company is a very dishonest and seems to be running a scam for a business.

My husband is currently deployed and I have full Power of Attorney to discuss and dispute any charges need be.

Thanks you for taking the time to file my complaint.

I hope to hear back and with some results in the near future.

Respectfully,

[redacted] and [redacted]

Review: My wireless device is insured with Global Warranty Group (GWG) and I purchased two years of coverage in Nov. 2013. I cracked the screen on my Iphone 5s 64GB in December and made a claim with them on December [redacted], 2013. GWG took out a $150 deductible for the phone replacement as well as 699.99 . The $699.99 is supposed to be a security withdraw to ensure the company (GWG) receives the broken device back from me. Approximately one week after I made the claim, GWG contacted me and stated they did not have phone replacement in stock, and they would issue me a check for $850.00 to cover the phone cost. The total cost of a replacement device at Verizon Wireless (my carrier) with tax in the state of Arizona comes out to $920.54. It is now Feb. [redacted], 2014, and I have made multiple calls to GWG's customer service call center stating that I have not received a replacement device or a check for the replacement phone. Each person I speak with tells me the same thing. They will send my request to an escalation department and said department will phone me in 1-2 business days. There is no way for a customer to contact the escalation department. I never received a phone call from them regarding my claim but continue to call the GWG customer service line multiple times weekly. The $699.99 withdrawn from my American Express card should have never been withdrawn without a replacement device or a check in transit to me. They had this money for aprox. 2 months before I called Amex to dispute the charge(explaining to them exactly what I am to you) and Amex graciously gave me the money back saying I wasn't liable for the charge to me. My problem(s) are as follows:

1) They have not done what they are supposed to do(replacement device or check)

2) $850 isn't enough to replace the device, it's $920.54

3) I believe they were trying to scam me. I was initially out $1000.00 to GWG total. More than the cost of the phone. No replacement in sight.

Roughly $150.00 for 2 years of service

$150.00 deductible for replacement device

$699.99

4) They still have my $150.00 deductible and I have no replacement device.

5) Two months is an unreasonable amount of time to: a. replace the damaged device, and b. call me back at all explaining what is going on

I have not disputed the $150.00 deductible as I want GWG to honor their service contract and provide me with a replacement for my damaged cell phone. Right now I feel helpless as I call tirelessly with no resolution. I rely heavily on my wireless device for my business and have missed out on important messages involving work as a result of GWG's inability to provide service to their customer.Desired Settlement: A replacement device (Iphone 5S 64GB space grey)

A check for $920.54

Business

Response:

check #[redacted] for $850.00 was mailed out of our ** office on 2/**/14

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

No check received as of 2/**/14.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

If customer has still not received the check please advise and I will put a stop payment on that check and issue a new check this time with tracking.

Review: I purchased an IPHONE 4S on * December 2011 at a Verizon Premium Retailer in [redacted]. At the time of the purchase of the phone I was offered an extended warranty for a two year time period at a cost of $150.00, which I purchased and paid in full for. As I was nearing the end of the contract I began having issues with my phone that I tried to troubleshoot with Verizon technicians. We came to the conclusion that it was the phone internally and so I returned to the store where I purchased it. I was advised by the salesperson to contact the Global Warranty Group as that was who my warranty was with. At that time they gave me a printout with a contact number and my contract information. They also said, 'good luck...we nolonger deal with them because of their poor service.' I went home that same day and contacted them. They gave me all the information needed to return my phone and receive a replacement. I did all of those things and did receive a replacement in a timely manner. The replacement, which was a refurbished phone, gave me issues within the first couple days. I again tried to troubleshoot the issues with the Verizon technician and again was advised it was the phone. So I called Global Warranty Group back and they gave me my options as they did not have a new phone for me to replace this one and they did not want to send another refurbished one. The option that I chose was to have them buy my phone from me for 250.00 and I would then purchase a new phone outright. That very night I went and bought a new phone, as I work in property management and am on call at least 3 days a week and need a good working phone. The next morning I shipped them my phone. I was told that it would take about six weeks to process my refund check. Here I am approximately 21/2 months later and I have yet to get my check. I have called multiple times and even emailed them at [redacted] and got ZERO response. The most recent call I made was Thursday, April ** and at that point they still had no answer. My husband got orders for a transfer that is happening on May ** and the boys and I will follow on June **. I want this resolved by then and would really like the money. I put out the money of ours and I can't risk the check not following me to our new destination. The person that I spoke to, [redacted], was understanding and empathetic. He transferred me to [redacted], on the Advanced Care Team. [redacted] was also very understanding and empathetic to the situation. I told him that I would be filing this complaint if I did not hear from 'the powers that be' by the end of the business day on Friday, April **, 2014. So here I am filing the complaint. Please help me with this. No business should be permitted to ignore a customer that they owe money to. I have more than held up my end of the contract. They are not holding up their end and they need to be held responsible. You can talk to [redacted] or [redacted] and they will tell you that I am not an unreasonable person but I do want what is mine. How many other people out there are they doing this to? Thank you in advance for any help you can give me.Desired Settlement: Would love my refund check with interest at this point for the hassle but honestly I just want my check and for them to be held accountable for this situation.

Business

Response:

This Revdex.com complaint is being researched and worked daily until GWG is able to get you resolution. If this is regarding a check that was

accepted in lieu of a replacement phone GWG will make sure to fulfill all claims. However due to unexpected factors there has been a delay in our claims process. Please continue to be patient and we will be in touch as soon as we have resolution. GWG appreciates your business and patience as we continue to work through these issues.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because I still have not received my money. Nor have a received a valid response to this issue. I feel as though they are 'putting off' the issue. When I have tried to contact them myself they have an extreme lack of communication. I feel that if I let this go I will never see my money.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above

Sincerely,

Business

Response:

check

#[redacted] for $350.00 sent 5/**/14

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

I received the check yesterday. Thank you so so much!!!!!!

Sincerely,

Review: I originally filed a claim on my lost device on 12/*/13 for my device that I loss and I went through all the steps they needed to file the claim. After the claim was accepted I was told that I would be receiving my handset in a few business days but I never received anything so I gave them a call. The guy who I spoke to told me they didn't have the phone in stock so they were going to mail me out a check and said that usually takes 2 weeks so I accepted. It has now been over 2 months and I have yet to receive anything from this company I have called a numerous amount of times and they said that its pending every time I call. The last two people I spoke to said they were escalating it and I should receive a call in two business days and once again no call.Desired Settlement: I would just like to receive the check that they told me I would be receiving as soon as possible.

Business

Response:

check #[redacted] for $850.00 was mailed out of ** office on 2/**/14

Review: I perchased a Samsung mega galaxy from a phone company (metro pcs).

As advice by the sales representative I also bought a protection plan warranty to cover any damages etc.

Three months later my phone screen got cracked so I decided to file a claim, with global warranty group of whom I was covered with.

They then sent me a return packaging label and I shipped the phone out on February**, 2014. They confirmed that they have received the phone and I will be charge a deductible fee of $100, so my I provided my debit card. On March [redacted] I notice that m debit card was charge so I begun to inquire how long will it take to receive back a new phone. The representative said in 2 to 3 business days.

When I did not receive my phone I decided to call again this time the representative said the phone is not available and the would issue me a check of $500 to perchase a new phone, this conversation took place on February **, 2014.

Up to this day April [redacted] 2014, have not receive my check, each time I call customer service they would say, that it is being processed

Please help me ! I am still paying for my cell phone even though I don't have it and I am so frustrated.Desired Settlement: $600

Business

Response:

check #[redacted] for $500 sent 5/**/14

Review: I bought insurance through Verizon with this company for my iPhone 4s.

When my phone broke, they sent me a replacement. The replacement had a terrible battery. It would die when it had 40% battery.

I sent it back and they sent me a replacement for the replacement. This one had some other person's old text messages on it. When I went to activate it, it was listed as a "blacklisted" phone and could not be activated. I called the company immediately to tell them. They said they'd send a replacement.

It has now been ten days and I still have not gotten a replacement. I've called several times and have each time been told that I'd either get a call back within two business days (they have called, but never within that time period) or that the phone would be "overnighted" within two business days (still haven't gotten it). They're now saying that I will get it by Tuesday, which will be the 15th day since this issue began. 15 days without having a phone, and with more than 4 hours spent in total on the phone w/ their customer service and at the Verizon store.

I paid $125 deductible. They offered me $25 back for my troubles, but I'd like a full refund, considering the time I've put into this, the clear error on the part (sending me a "blacklisted" phone?! And a non-working one?) and the fact that I've been phone-less for this period.

Every customer service person I've called has been sympathetic and said things like "Yes, I'd be very upset if I were in the situation you are in." But no one has actually been able to get me a phone or a refund of my deductible!

I thought this was a reputable company since I bought it through Verizon w/ the phone, but I'm having my doubts.Desired Settlement: I'd like to get the phone I was promised and would like to be credited the $125 deductible I paid. A $25 refund is not sufficient.

Business

Response:

I have refunded the entire deductible of $125.00 for the inconveniences the customer has had to experience during this claim. I am working with our claims department to get status on her replacement phone today.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,