Global Warranty Group

Review: I couldn't able to file a claim as the customer service number is no longer valid and all other contact numbers & email id's provided are not responding to my request.Desired Settlement: want to claim for an I pad 16 gb wifi and need it delivered asap or refund my amount paid for the insurance

Review: Like the first 30 complaints I have read here, this company needs to be accountable. My phone cracked, phoned in a claim March **/14. Was also told that I would receive a email or call back within 24-48 hrs. NEVER DID. Finally on March **/14 when I checked the track-a-claim site they were so kind to provide, there was finally a contact number for me to call, different from original one I called. Also got the same run around about having to send me a cheque due to fact that my phone was no longer available and that would be processed in 3 to 5 days. So I paid my $100 deductible AND $381 until they received my old phone on March **/14. It is now 2 months later, I have called at least 8 times, same response each time!! Out of all the time I received 1 email saying that my cheque is still at accounting!!!The effort and time spent on this for NO reason is unreal!

Product_Or_Service: Samsung S3 16GB phone

Order_Number: [redacted] Account_Number: ###-###-####Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like my cheque for $ 578 AS WELL as interest on my 380 charged to my credit card, to my mail box by May **/14 so that I can get on with life.Some sort of accountability from this company would also be nice. They have been using MY MONEY for 2 months and I still have a broken phone.

Review: I purchased this extended cell phone warranty through verizon's local retail store. They told me (along what was stated on the contract) that GWG will cover lost/stolen/damaged phones, up to four times, for two years. The payment for the insurance was about $180 after tax. I filed a request for new phone due to a stolen phone. I had a police report filed and everything. I called them and provided al necessary information early april/ l;ate march and they told me I had to pay a deductible of $170 or so for thenew phone and I did. They then failed to contact me so I co ntacted them a couple weeks later. They told me their warehouse was out of my phone (iphone 5s) and they could give me a check instead for $650. I agreed and they told me it should take about 7-10 business days after processing. I emailed them weekes later and a rep named [redacted] said that my claim was filed 4/[redacted] check was accepted 4/** and processed on 4/**. She said it could take up to ten weeks. She also said she would ask someone to call me back with eta of the check. No one, evven after multiple calls to the company, has called me back with info regarding my check and I have still yet to receive my check. If you look online and google gwg wireless protection you will see there are countless people with the same story. This is becoming to the point of false advertisment and fraud. They collected aprroximately $360 dollars from me and provided no service. I have contacted them countless times and they kept saying I could speak to no supervisor or accounting office and kept lying about someone calling me.Desired Settlement: I would like the service I paid for and get that $650 dolalr check they promised or I would like a refund of my payment for the insurance plan and the payment for the phone. I would like this to be settled within reasonable time since I have dealt with this ridiculousness for months. One business week should be sufficient for this.

Business

Response:

check #[redacted] for $750.00 sent 6/**/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. Before I move this issue to resolved, I would like to wait for the check and see if it actually appears. Once it does, I will contact Revdex.com and state that the issue has been resolved

Sincerely,

Review: My cellphone got damaged so I called in to file a claim early November of last year. They requested me to send them my damaged device and pay the deductible so they can process my claim which I did. I received the replacement phone (which is a refurbished one) they sent me but after several days I encountered an issue with the phone. The display has frozen and keeps flickering repeatedly. I contacted them to see what they can do and they said they will send me another replacement. I received the second replacement phone, another refurbished and it has issues as well, loose home button doesn't seem right. I contacted them again and they said they will send me a check of $625. I accepted what they offered me however I also want them to refund the $75 deductible fee since I've been trying to settle this claim for more than 2 months now. They said they will check if they can honor my request and they even said they have 48 hours to get back to me but no one called and I havent heard anything from them.Desired Settlement: Send me the check $625 and refund $75. I don't want to wait for another week for them to send me the check since I've been dealing with the claim for more than 2 months now.

Business

Response:

check #[redacted] in the amount of $625 was mailed out on

01/**/2014

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 Filed a claim for my cell phone under the provided insurance on January [redacted]. The stated policy on the web site is that most phones are shipped in 24 to 48 hours. When the phone had not show as being shipped after 4 days I sent an email inquiring on the [redacted]. Also another on the [redacted]. I have not received a response to either.

I also called on the [redacted] and was informed that it was unusual for it to have not shipped and was told that they would have the shipping dept. call me. I still have not been called. I also called on the [redacted] and was told that I was at the top of the queue to be called.

I then called today the [redacted] and was again given no information. I even told them that I would be filing this if I did not hear from them by the end of the day. I have not...Desired Settlement: I have 30 days to return the broken phone or $600 dollars will be charged to my Credit Card, and we are now 13 days into that cycle and I do not even know if/when they are going to ship it.

Business

Response:

The replacement phone was delivered today 1/** per UPS tracking [redacted]. I have emailed the prepaid label to return your broken phone.

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 was told to get a warranty for my Galaxy S4 phone through a Verizon Wireless Zone Retailer in [redacted], where I had purchased the phone. A few months later my phone was lost. The warranty cost $179.00. I called and filed a claim and was charged the $75.00 deductible right away and was told my phone would be shipped soon. A few days later I received a phone call and was told that they were out of the phone I had under warranty and that they would issue me a check of $600 (the retail price of my phone) which would be sent out soon. While I was upset that I would now have to spend an additional $42 dollar out of my own pocket because of the additional tax (7% here in **) now that I had to purchase the phone on my own, on top of the $75.00 deductible I just spent, I would be able to overlook that fact being that the check was supposed to be sent out "soon". It has been well over a month now with multiple calls to their 24/7 claim hotline to figure out where my check is. All of them ended with the same response, whether it was a base level employee or [redacted] They all said that they did not have any control over the checks, that the accounting department handled it, and that they would flag my case urgent and the accounting department would contact me on the status of my check. I have never received any contact from the via e-mail or phone. I finally got fed up with this problem and tried contacting the actual company itself and not the hotline, where in they gave me the same solution and would not put me in contact with their accounting department. I then researched their company on the internet where I found many people with the same exact problem with this company. There are many people complaining who have waited weeks and have not received their money. From what I've read from other consumers and heard from actual employees of the company this is not at all a rare occurrence and they should not be getting away with what they are doing. Any other phone insurance I have dealt with got me a replacement phone or resolved the problem within a few days. Their business and customer service are unacceptable.Desired Settlement: What I think should happen is for them to give everyone the money they owe them. Then they need to take a look at themselves and a look at other insurance companies and see what the difference is. They need to take a look at what they are doing wrong. If they can't find a way to make things work smoothly like any other insurance company they should pack up their bags, get out of the insurance business and maybe try something else. As for myself I would like the $600 promised to me, along with the additional $42 of NJ state sales tax I will now how to spend now that I will be purchasing my phone on my own instead of receiving an actual device like they were supposed to give me and everyone else. For all the trouble I've went through and the ridiculous amount of time they have taken and business contacts I have not been in touch with (and lost money because of) since I have not had a phone I would at least like my $75 deductible I paid refunded to me. While I think, I and other deserve more I'll leave it at that because I would be surprised if I even received the original $600 owed to me.

Business

Response:

check # [redacted] for $600 was mailed from our ** offices on 2/**/14

Review: I filed a claim for stolen iphone and was given a counterfeit iphone by my insurance. After calling 6+ times they have agreed to replace my phone but I still have not received it yet. They are EXTREMELY slow and have no sense of urgency even though I reminded them multiple times that I was a very busy student and in dire need of a phone. Only 1 out of the 6 people I talked to said she was sorry about it...the other 5 did not seem surprised whatsoever. In addition, when I called the second time I was told there was no record of me calling the day before. They are horrible and I can't wait to get a phone in my hands so I can cancel their service.Desired Settlement: I hope to get my iphone one of these days in addition to some sort of apology. I can't believe they have an A+ rating that is just absurd.

Business

Response:

I am showing replacement device has been shipped via UPS tracking [redacted] out for delivery today 01/**/14. I have also refunded $100 of the deductible for the issues.

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. Although it should be noted that this took an absurdly long amount of time and I find it unacceptable. In addition, the replacement I received for my counterfeit phone did not include a SIM card. Luckily I was able to figure the situation out for myself and did not need to try to resolve yet another problem with your service.

Sincerely,

Review: We purchased a wireless protection program from Global Warranty Group. We paid $199 up front when we purchased the cell phone. In January, we filed a phone claim which involved sending back the damaged phone and paying a $179 deductible. As the phone that we returned (iPhone5) was no longer available, we were instructed to purchase a 5c and we would be reimbursed for the cost of the phone $550 +/-. All of this was done within the first two week of January, and the company has confirmed that they have received the phone and charged us the deductible. The problem is that 4 months later we have not received our check. We have called the company twice to follow-up, and have been told that our claim is in process and they are not sure when we will get our check. It is unacceptable that it should take this long for us to get our money from the company when we have complied with all of their requests. We have been unable to reach anyone who can help us with this issue.Desired Settlement: We want a check sent to us immediately.

Business

Response:

check #[redacted] for $550.00 sent 4/**/14

Review: I bought this insurance when I activate Samsung Note 2 because there was a time that thieves were all over to steal the cell phone. Unfortunately, that happened to me about 7-9 months ago and I called Global warranty group right away to advise them. They told me that they dont have a samsung note 2 in stock so sending me a cheque of $700? or $730.00 ( I dont even remember since its LONG TIME AGO!) and I waited about a couple months and couldnt wait any longer for the cheque so I purchased with my own money! and guess what? still havent received a cheque YET! GOSH! IT HAS BEEN ALMOST 1 YEAR! Everytime, I called to call centre number, they told me theres nothing they can do as a representative and refuse to give out the number that I can directly contact to! I got a manager's phone call once after like 5-6 times of phone call but that was it!! They always say that it will be arrive in this month and repeat themselves over 10times and I gave up to phone them anymore! THIS IS WORST SERVICE EVER! What kind of warranty company does this?? especially, in these days, you know cell phone is crutial to our life!! I purchased from my own pocket and waiting for another 6months and no FOLLOW UP PHONE CALL & APOLOGY PHONE CALL! What is this???? Have I ever gonna receive a cheque????????????? or is this company fraud???????????????

This is really frustrating since I paid over $100.00 to purchase this insurance and very disappointed! ARE THEY GOING TO SEND ME A CHEQUE OR WHAT? this is just... very frustrating and call centre is useless since I have to repeat myself and they are doing same too.

Please be advised and file this complaint to this global warranty group!

Thank you very much.Desired Settlement: I would like to get my reimbursement cheque ASAP since it has been almost a year! I started to wondering now that they are ever gonna pay me or is this even a real company???? Please be advised and let the company know ASAP for better service. Thank you for this website at least I feel like I can speak to someone regards this issue.. thanks.

Business

Response:

check #[redacted] for $730.00 sent 4/**/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 called the wireless protection program through Global on 11/**/13. I agreed that I would like for them to send me a check to purchase a replacement phone because they didn't have another phone like mine to replace. As of today, 1/**/14, I have not received my check. I have called at least 3-4 times getting either the check is coming and lately, your claim has been sent to the escalation's department and someone will be calling you back. No one has called me yet. I called tonight, 1/**/14 and got the same story. So, I asked for a [redacted] who told me the same story about the escalation team. I asked for her [redacted] or [redacted]'s name and she couldn't give that to me. She gave me an email address to send my complaint to. I have had to purchase a new phone and pay out of my pocket for the phone because I have not received my check. I am very dissatisfied with this company.Desired Settlement: to have my check within 7 days.

Business

Response:

Check #[redacted] for $500.00 was sent to the customer from our ** office on 1/**/2014

Review: In November **, 2013 I contacted Global warranty group, to repair my cell phone ( my fido company referred me to them to fix the phone). they told me it was no problem we paid a fee of 95.00$ for the service and another 381.00$.

the 381.00$ was to be returned to me upon receiving my damaged phone after getting the new one.

Nov **, 2013 I received a call telling me that they had no phone to replace and they would send me check of 650.00$. I agreed to that and they told me it could take up to 6-8 weeks.

I've called them several times from mid January 2014 till present and I keep getting told that there is nothing they could do but send messages up to the accounting office to contact me.

I've heard nothing from them not email or phone call and no check.

so in the end they have 381.00$ of mine and a check of 650.00$. I would like my check so that we can send the damaged phone to them and get my 381.00$ back from themDesired Settlement: I would like the check of 650.00$ that they said they would give me for not being able to give me a replacement phone.

also I would like assurance that when I get the check and send in my damaged phone that they will give me back my 381.00$.

Business

Response:

check [redacted] for $650.00 sent 4/*/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 initially purchased a two year warranty service for my cell phone from Global Warranty Group on January **, 2013 believing that I would be covered if anything ever happened to my cell phone. I was convinced to go with Global Warranty Group do to their reasonable prices and their claim to handle warranty claims in a timely manner. Fast forward to April **, 2014 and I had lost my phone. I called Global Warranty Group and followed every instruction I was given when I placed my claim. Two weeks went by and I had not heard back from Global Warranty Group so I called back to check the status of my claim. I was told that they could not source a replacement for my phone and that they would instead settle my claim by mailing me a check. I was initially pleased with this outcome because it would allow me to replace my phone myself. After this agreement, I started calling every week to get a status update on my claim and every representative echoed the same thing: "All processing steps have been completed with your claim and we are now waiting for accounting to issue your check". Months have passed by, endless phone calls asking for a status update have been made and I have yet to receive anything and have yet to be given an update on my claim. I tried to call back again on August **, 2014 and now their phone line seems to be cut off. I am extremely displeased and feel extremely mislead.Desired Settlement: I would like to receive the settlement promised by Global Warranty Group in a timely matter with a guaranteed time frame.

Review: I purchased an extended service agreement for my iPhone, I paid the deductible to receive a replacement phone, I was told they do not have a phone available, and to check back in 5 days. I waited and called back but am not getting any response at all. Every avenue I have to contact them has failed.Desired Settlement: I want everything I have paid them refunded to me. The initial 169.00 plus tax, the 179.00 deductible, and the $699.00 "hold" that put on my credit card.

Review: 2 year wireless protection program with Global Warranty Group

I lost my cellphone(Samsung Note) on last December, than I claimed to get a new cellphone, They offer me $500 check, because Samsung Note is Discontinued.

I accepted that offer and paid deductible, but they didn't sand me a check.

I called them over 10 times, they keep saying 'it's still processing'.Desired Settlement: sand me the check and wave my deductible

Business

Response:

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

Review: Purchased Global Warranty cellphone insurance for my son's phone through local Verizon store 10/2014. Prepaid 2 yrs @ $150. Filed claim for damaged Motorola Driod 2/**/14. Rec'd phone call 2/**/14 from GW stating they do not have same phone available but will authorize check for $550 to replace phone. Ret'd call to the phone # left and accepted offer on 2/**/14. Purchased new phone on my credit card, damaged phone ret'd to GW, paid $100 deductible. Have not rec'd check from GW despite several contacts with GW. Around 2/**/14 Verizon store called on my behalf, told the check is 'being processed as of 2/**/14 but no estimate on when I'd receive it. 3/*/14 I called and was told exactly the same thing; representative put me on a list to receive a call from 'escalation team'. Rec'd that call 3/**/14 and was told again 'check being processed as of 2/**'. Also told that the accounting dept writes checks by hand, not computerized, used to writing 30/month and have been overwhelmed lately. On 3/** I called again and was told the same exact story; when I asked to speak to someone in a supervisory position, was told I had 2 options: be put on list (again) for call from escalation team or I could email the team. I opted for both. I sent email 3/**. Internet search revealed that my story is not uncommon, multiple stories exactly the same as mine.Desired Settlement: I want the agreed upon check for $550 ASAP. It has been over one month, I am paying interest on my credit card while awaitng reimbursement.

Business

Response:

check #[redacted] for $550.00 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,

I rec'd check today and will deposit tomorrow, hoping it does not bounce.

Review: I purchased a wireless protection plan at a Verizon Wireless Zone location that is backed by Global Warranty Group. One of the wireless devices on my protection plan was damaged. The device belongs to [redacted], who is also included on the plan. I filed a claim at the Wireless Zone location, and I was given a claim number to track Global Warranty Group's progress. I was advised that Global Warranty Group would ship a new or refurbished device (of the same model). The claim was supposed to be processed within 1 business day, and the phone was supposed to be shipped by overnight delivery service. The claim was filed on December [redacted], at which time I paid a deductible. The deductible was processed on December [redacted]. On January [redacted] at 8:05AM, we called Global Warranty Group because the tracking website showed that we needed to contact them for an issue with the device. We were supposed to receive an email if there were any issues, but Global Warranty Group did not try to contact us (at least not at the correct email address). When we called on January [redacted], we spoke with [redacted] and then [redacted]. We were told that the device was not available and that we needed to approve for Global Warranty Group to issue a check for the retail value of the device ($700 at that time) instead. We approved this course of action (not taking into account that we would have to pay sales tax on the new device since it was not being replaced). We were told that it should take 7-10 days for us to receive the check. We called on January [redacted] when we had received no email correspondence or check. We were told that the claims department was behind, but that the issue would be sent to Global Warranty Group's escalation department. On January [redacted], the status on the company's website was that the claim was closed. No tracking number was provided. We waited until January [redacted] to call again and ask for the status of the check. I spoke to [redacted]. She advised that she did not have tracking information for the check but that she would have her escalations department contact me within 2 business days. I did not receive a phone call from Global Warranty Group, so I called again today, 2/*. I spoke with a woman named either [redacted] or [redacted]. The company still had no updated information for me. I advised that I planned to contact the Revdex.com, and that I would like to speak to a supervisor or someone who could take some action to get my check sent to me. I was told that this is not an option and that someone would get back to me within 2 days. My comments that this was an unacceptable response were politely heard but not addressed. I also attempted to correct the email address and mailing address that this company had on file each time that I called. The customer service department usually stated that this would be updated but did not accomplish this.Desired Settlement: I would like to have my check sent to me on an overnight service with tracking information.

Since I had to purchase another device using my credit card over a month ago, the bill is now due. My credit card charges an APR of 11.99%. If I were to delay paying this bill based on not having received the check from the insurance company, I would be charged approximately $7 in interest. While I would accept a resolution of simply receiving the money due to me, I think it would be more appropriate for Global Warranty Group to offer some amount of compensation for the unnecessary delay and hassle. Anything between the $7 of interest and a refund of the deductible seems like a fair amount. I would also like assurance that this will not be representative of this company's service going forward since I have 2 devices that are covered under their insurance through October of 2015.

Business

Response:

check #[redacted] for $700 was mailed from our ** office via USPS

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 have not yet received the check from the business. If the check was in fact already sent to my correct address in ** from the business's office in ** by the time that the business sent their response to you, it should have already been delivered. I have no way of knowing that the check has actually been sent and when or if it will actually get to me. This is why I requested a resolution involving the check being sent by a method that would have a tracking number assigned to it.

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

Sincerely,

Business

Response:

I refunded $100.00 of your deductible back to your credit card for the issues you experienced

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 warrantee for my Samsung Galaxy S3 when I first purchased my phone which was to cover accidental damage. On May [redacted], I dropped my phone and the screen broke. I called GWG insurance and they advised that it would be a $95 deductable and that they would have to put a $381 hold on my credit card until they received my old damaged phone. I paid the deductable, put the hold on my card and sent in my phone. I hadn’t heard anything for a few days, so I called back and they said that they couldn’t replace my phone and would send me a cheque. They did receive my broken phone and gave me my $381 back. I have been waiting since for the cheque I was promised. I have contacted GWG a number of times and have been told that it is at accounting and that a cheque would be sent. I asked to speak to someone in accounting to let me know how long it would take, so they put a note in my claim. I have yet to hear anything. Every time I call, they tell me that it has been escalated. I never receive a call back and haven’t heard anything from them.Desired Settlement: I simply want to receive the cheque I was promised.

Review: I had purchase a wireless lost/damaged warranty for my cell phone, My phone was lost in Dec,**.2013, a police report was sent to the company for a warranty claim. They responded stating that the phone is out of stock and offer me a cheque of $700 to cover the cost of the lost. as of today May.**, 2014, cheque has still not being issued. I had call the customer service dept. every week to check on the status of the cheque and the same response is being given which they say that they will escalated the matter to the accounting dept. to rush them to send out the cheque for me.Desired Settlement: Sent my cheque within 10 business days.

Business

Response:

check #[redacted] for $700.00 sent 7/*

Review: At the end of May, 2014 I cracked the LCD screen on my Samsung Note 2 cell phone. I filed a claim with the Wireless Protection Program immediately and sent my phone, charger, and battery, as instructed via Priority Post to the office in [redacted]. They received it within 2 days and debited my credit card with the deductible ($95) on June [redacted]. I was told by the customer service rep on the phone when I filed the claim that the turn around time on repairs would be within 5 - 7 business days. I didn't hear back from anyone and after waiting for 7 days I phoned the company again inquiring as to where my cell phone repair was at. The customer service rep told me at that time that "Oh, someone was going to email you to tell you that your phone can't be fixed and that they were going to send you a cheque for the replacement value" I was a little irritated at that time as after 7 days, someone was "going to email me" with that information and hadn't yet. I confirmed with her over the phone the replacement value ($600) and she said she would expediate it to accounting and have them send out the cheque within 5 - 7 business days. I asked if they could re-credit it to my credit card for faster service and she said that would not be possible. I waited another couple of weeks and didn't receive anything so I called the company again. I spoke with the same customer service rep, and she told me again that she would send another memo to accounting and tell them to expediate the cheque as I was now well into a month of not having my cell phone. AGAIN, I waited. I called again on the [redacted] of July and spoke to another customer service rep. He told me that he would send a note to accounting and ask that they expediate the cheque. We had a fairly lengthy conversation, and he told me that "they were not prepared for the turn around in technology and that they were 'writing cheques everyday' trying to get caught up. I am not that interested in whether or not the company was prepared or not! I sent my phone in paying an extra amount to have it there within 2 days, paid my premium and my deductible! I told him that I understood that he was only a customer service rep, and I asked to speak to someone in accounting. He told me he couldn't give out that information. I expressed to him that I was now 44 days without my cell phone, which I use for my business, as well as still paying on a monthly contract! AND I do not have my cell phone, or have I received a payment so I can

pay out my existing contract and begin another one. He could only tell me that all he could do was "send a memo to accounting and tell them to expediate a cheque. He also told me that someone would contact me by Tuesday July [redacted]. It is now Sunday, July [redacted], and I haven't heard from ANYONE. I am 68 days without my cell phone, or payment cheque, and I am a little ticked off to say the least. It is not my issue that the company was not prepared for "the fast pace of technology turn around". I wasn't prepared either to hear that my Samsung Note 2 was considered old technology at 16 months old! In good faith, I paid my premium, my deductible, and sent all the required hardware to the company within the required 10 days after filing my claim. I was assured by my service provider that the Wireless Protection Program was a very good company to deal with. I am very disappointed that I am now almost 3 MONTHS from resolving this issue. I have been out in the field working since the [redacted] of May without my only communication tool and no resolve to the issue.Desired Settlement: I would like to have the check sent IMMEDIATELY via overnight courier, or priority post, or however they need to get it to me so I can resolve this issue with my cell phone carrier

Review: Good Afternoon,

I am writing in regards to the CFN Number [redacted]###-###-####[redacted] We called the Global Warranty Group on Saturday, 2/**/2014 reporting the cell phone lost. We were told the deductible on the policy was $100 to receive a brand new LG G2 within 24-48 hours. Our payment was debited on 2/**/2014 with a message stating shortly we would be receiving an additional email containing the shipment tracking information for this cell phone.

To date we have not received any such email with tracking information. Several attempts have been made to inquire as to the status of the phone and when the shipment will be sent out and received, with no conclusion or satisfactory assistance as to what the issue is or why we have not heard back from the escalation department.

When customers pay out a good deal of money to be assured with protection for any problems which may arise with their cell phone they assume the company will stand behind their word and promises. Unfortunatley, this has not been our experience.Desired Settlement: We would like to have the delivery of the new phone as promised and a refund of the $100 deductible we paid out which was immediatley debited from our account.

Thank you for any assistance you can provide.

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. We received a new phone today. Thank you.

Sincerely,