Global Warranty Group

Review: My local [redacted] store sold me a warranty from a third party insurer called Global Warranty Group (GWG). I filed a claim with GWG which has turned out to be a fraud.GWG told me 6 months ago they would issue me a cheque for my phone but I have yet to receive anything. Other customers had this issue before I filed my claim and my [redacted] store failed to inform me of this issue even though they stopped selling the warranty from GWG.

Product_Or_Service: Apple //

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (Requires Explaination)

I am seeking to be refunded for the warranty I purchased as the product is no good and I am not able file any other claims with GWG. Also, I'd like [redacted] to reimburse me for the amount I was promised from GWG.

Business

Response:

check #[redacted] for $750.00 sent 7/**/14 via USPS from our ** office

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 allowed for 10 business days to receive my cheque and it didn't arrive. The company indicated it would be 7 - 10 business days.

Could they please provide proof of mailing. Tracking number and mailing details?

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

Sincerely,

Review: Purchased a phone and paid extra for the Wireless Protection Program through Global Warranty Group ###-###-####.

Phone was a Galaxy Nexus with phone # ###-###-####.

When phone broke a claim was opened August **, 2013 (file # ###-###-####-[redacted]) and I paid a deductible $95.00 and cost of phone $381.00 was charged to my credit card until they received the broken phone at which point they would refund the $381 and send me out a new phone.

On September **, 1013 the $381 was returned but the new phone never arrived.

When I called back they said that particular phone was no longer available and I was offered a cheque for $450 instead which I accepted.

The cheque never arrived so I called back again on December **, 2013 and had call escalated to next level of customer care. Rep was shocked it's taken this long to get a cheque out as the "longest she's ever seen it taken is 12 weeks". Said she would send a note to her [redacted] to send cheque out immediately.

It is now March *, 2014 and the cheque still never came and I've since learned that there are hundreds of complaints similar to my own that that unfortunately claims don't get honoured until the customer takes other action. This prompted me to file this complaint in the hopes of the company honouring their agreement.Desired Settlement: I would like the promised refund check $450 plus the initial deductible charge of $95 = $595.00 as well as the cost that I paid to enter into this agreement which is clearly a scam. This this matter has gone on for 6 months and cost several hours of headaches, phone calls and now this dispute resolution process so the minimum I would accept to resolve is $595 as I would then file a claim again the fido dealer that sold the plan in the first place.

Business

Response:

check #[redacted] for $450.00 was mailed out of our ** offices on 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:

I was contacted today to advise that my complaint (ID [redacted]) filed with Revdex.com on March *, 2014 has been closed. I was contacted to advise that the business had agreed to resolve the complaint by issuing a check for $450.00 and mailing it out of their ** offices on March *, 2014. I decided to wait and see if the check actually arrived before advising that the complaint was resolved satisfactorily. Unfortunately the check never arrived. Could you please keep this complaint open until the check arrives because this was part of the problem before, that when you ask the business they claim the check has been issued but then it never actually appears. Please advise if you are able to keep the complaint open and contact the business again as it's now been 10 days since they claim the check was mailed and it would have arrived by now. Thanks very much for your assistance.

Sincerely,

Business

Response:

check

#[redacted] in the amount of $450 was mailed out of the ** office on

03/**/2014

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 already communicated that the cheque that was allegedly sent (#[redacted] for $450.00) was never received. The company claims this was sent from their "** offices on 3/*/14" however, no proof such as tracking has been provided. I have requested that a new cheque be issued and sent via a postage that can be tracked. Please advise. Thank you.

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

Sincerely,

Review: April [redacted], I have started a warranty claim to GWG in order to get a new phone back. The phone was a Samsung I537 Galaxy S4 Active (AT&T) (Unlocked) (Dive Blue).

The claim number was @ GWG : [redacted] I went through a lot of trouble with this claim since I have purchase my phone through [redacted], a company in Las Vegas. GWG finally go through my claim and ask me to send my phone to [redacted] I send my phone to this location. They also asked me to pay a 75$USD deductible which I paid. GWG confirmed they received my phone and since my phone is now "discontinued" they proposed me a 600$ cheques. I accepted this resolution but I never received the cheque.

I have called since April [redacted] over 20 times GWG. I always received the same "pre-made" message which a representative said that the claim is now at their "accountability department" and we don't know when they will process it.

We are August [redacted], and I still have no information about when my cheques will arrive.

Even worse, I try to call the customer service and it seem that the line is cut. Their website also point to a 404 not found like if they tried to removed it from online. I think the company try to runaway with my phone and my money.Desired Settlement: The company promised a 600$USD cheques. I expect they honor their warranty terms.

Review: I bought a cell phone from my local dealer. After the purchase and all the details, the dealer offered me a warentee program. I spent 100 dollars on this Wireless Protection Program from Global Warentee Group, and now that my device is in need of replacment, I cannot get ahold of customer service to make a claim. After research on the web, I have discovered that this "business" is actually a scam. And many other people have experienced my same situation. I did not spend my well earned 100 dollars to be scamed. I want something to be done.Desired Settlement: I would like either (1) my phone to be replaced like the warantee states, or (2) that I be refunded my money I spent on this scam ($100).

Review: I have had multiple issues with this wireless protection service provided by GWG. The first claim I made was for a stolen phone. I submited required documents (police report, etc) and after months of getting no service such as a new phone or reimbursement I took action and made a complaint with Revdex.com. After doing so, they sent me a check with the name spelled wrong). Their insurance advertised said they would replace a phone within two days of claim being processed but stated their warehosue was out of the phone I had 9iphone 5s) and they would send me a chekc (after paying a $175) deductable. I now have an issue with my phone and need tro file another claim 9this is for two years long insurance) and I have been trying to call the number ###-###-#### ( I used this numbe last time to handle my problems) and no one answers and the phone line is not working. I went online to search for other numbers and this is the only one stated. It would not let me file a claim online as well. I emailed their representatatives ([redacted]) and no reply. I am paying for a service that I am not getting and multiple people have wrote negative comments about this comapny and how they have similar situations. (literally over 100 instance son [redacted] and complaint boards). If they do not answer and help me process this claim and provide the service I paid for I would like my money back for the service I paid.Desired Settlement: I would either like them to give me a new phone or reimburse me for amount I will be paying for a new iphone (which is about 750) for a brand new iphone 5s 32 g.

Review: I have called GWG 4 times to replace my cracked cell phone as per the insurance policy. The first time was on Monday and they said they were transitioning companies and that they had no way of proving I had coverage so I would receive a call to let us know the status. No call. I called Wednesday and said they were still working on it and they would give me a call back the next day. They did not. They kept telling me I would get a new phone in 3-5 days. I called Saturday and they said I could pick up a new phone at [redacted] instead of waiting for one in the mail. When my girlfriend and I got there, [redacted] said they were not authorized to give us a phone but that they would call a rep and find out more info. We also had our [redacted] guy call GWG and all they kept saying was "We'll get back to you". I called again this past Monday and they said they will call me back between Wednesday or Friday. I am very sick of the run around. I paid $169.99 up front for insurance and they need to honor my insurance claim!Desired Settlement: I want a new iphone-5c and an apology within 2 business days!

Review: I filed a claim with GWG in December 2013. They told me they could either send a cheque or a replacement phone. I asked for the replacement phone in December 2014 and they said that they didn't have one. In January 2014 they would send me a cheque instead. I have been phoning biweekly since January 2014 and they keep telling me that they have escalated my claim to the accounting department. They will not allow us to speak to someone in accounting or a member of management. Everytime I call they say they will call me in 24-48 hours with a response from the accounting department however I never get a call. I have now called over 25times and know that I will not be getting a call back. I have also checked their online claim system and it says my claim is completed. When I confronted them, regarding this they said their online claim system is incorrect and they were still processing my claim. I emailed them regarding this issue as well and received the response "We have sent an escalation of high importance to the accounting dept. to advise that you are still waiting for your check and we need to have this sent ASAP. When it has been confirmed that your check has been issued you will be provided a check # and the date." I have told them that I would like to speak to someone like a [redacted] and they always say that there is no one who will be able to speak to me.

I would like a cheque for my phone as it will now be coming up to 10months since I have started my claim and they have been giving me the run around. All I want to know is will I get my cheque and when?Desired Settlement: A cheque in the amount of retail value of my Samsung Galaxy S4 (from when claim was made back in December, 2013). All fees made to GWG for the phone insurance.

Consumer

Response:

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

Sincerely,

Review: I bought a cell phone warranty through the company and filed a claim on 10-**-2013. Initially I was told that a replacement phone would be sent the next day. I did not receive the phone so I called back and was told that they were out of the same phone I had, but would send a check for $650 (the amount of the covered phone) within 10 business days. I called back after 10 business days elapsed. I was told there was a delay in processing the checks I should have it within 10-14 business days. I called back again when a check was still not received. I was then told it would be the end of November before I would see a check. The end of November has come and gone and still no check.Desired Settlement: I want the check I was promised under the terms of the warranty.

Business

Response:

Check for $650 was sent out on 12/*/13 via UPS tracking [redacted] showing delivered on 12/*/13. The hold of $475 was also refunded back to the customer on 11/**/13 upon receipt of the 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.

Issued resolved. I accept the business' resolution.

Sincerely,

Review: I purchased a warranty on my cell phone from the Global Warranty Group – Wireless protection plan. I lost my phone and filed my claim on September *, 2013. I was contacted to by GWG and told they were unable to get my phone as it had been discontinued. We went back and forth several times in order to agree on a monetary value for the phone. On September **, 2013 I agreed to monetary compensation for the phone and was told it would take 4-6 weeks for the cheque to arrive. It is now November **, 2013 (I am into my 10th week) and I still have not received my cheque for the phone. I have phone on multiple occasions to speak with the claims department and they have been unable to help me thus far. I am told that they have to request internally to the escalations department and have them contact me within 24-48hours. I have requested this on several occasions including the [redacted] and [redacted] and have not received a call back. I have asked for a phone number to contact the escalations department myself and have been told that I can’t call them, they have to call me. Every time I call I am told that the accounting department is very busy and they have a high volume of cheques to process and there is nothing I can do but wait. I needed a new phone and could not wait for the cheque to arrive and have had to pay out of pocket, the reason I took out the warranty if the first place is so that I would not have to do that. I would like the money they own me and am sceptical that I will received it.Desired Settlement: Receive the money that they owe me with some form of compensation for the wait.

Business

Response:

showing check was delivered via ups [redacted] and arrived to customer on 12/**/13

Consumer

Response:

I have reviewed the response made by the business in reference to

complaint ID [redacted]

I received my cheque for $475 and have been offered by the company a refund of

my deductable as compensation for the delay.

I am told to expect to see this on my next credit statement. I find that this resolution is satisfactory to

me and the matter has been resolved.

Sincerely,

Review: I filed a claim for a new cell phone on December *, 2013. I sent back my broken cell phone that day and paid $200 for a new cell phone to be mailed back to me. The following week I received a call that they did not have my cell phone in stock and would only be able to send me a check for $550 to purchase a cell phone on my own. I told them that would be ok. On December **, 2013 I called to check on the status of the phone and was told that someone from another department would have to call me back within 2 business days. No one ever called me, so on December **, 2013 I called back to have someone say that they had no information and would have to have someone call me back within 1-2 business days. Today, December **, 2013 I have still not received a call so I called back to complain only to be told someone would have to call me back within 1-2 business days. I am very concerned this is a scam and the company has no intention of sending me a check for a new cell phone. At this point I have purchased the insurance for $200 and spent another $200 to have a new phone sent to me. I do not have the means to afford to buy a replacement cell phone at this point which is vital for my well being as I have no other phone I can use.Desired Settlement: To receive the check I was promised for $550 ASAP. I appreciate any help you can provide.

Business

Response:

check was sent via UPS tracking [redacted] delivered 1/*/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 am quite sure that without contacting you I would still be waiting for the check. It should not be a requirement for every customer to have to go through additional channels in order to get their matters resolved.

Sincerely,

Review: On October **, 2013 I purchased a wireless protection program managed by Global Warranty Group for $149.99 through a Verizon authorized dealer We R Wireless located at [redacted]. I purchased this plan for the new Verizon 64G iPhone 5S I purchased at the same time. I lost my phone on the night of December [redacted] and placed a claim with the wireless protection program on December *. At this time I paid the $150 deductible. On Dec *, 2013 I called them to get a status and they responded that they were unable to replace my phone because they did not have that particular model, but offered to end a check for $850 in the next 5 to 10 business days which was the cost of the phone at Verizon wireless online. I agreed and then went and purchased a new phone at the Verizon store on [redacted] on December * which cost $925.43 after tax. I called them back and complained that they should cover the $75 in taxes because if they had the phone in stock I would not have to pay this. They said they would not cover the tax, so I demanded a refund of $75 form my deductible. They relented and reimbursed my credit card for $75. Now it is Jan ** and I still have not received my check for $850. They are unable to give me an estimate as to when the check will be sent or if it has been sent. I have called once per week for the past 3 weeks and each time they have told me that accounting was back logged and they would have someone from accounting call me back. I never received any return calls. When I spoke with them today I explained that I wanted to speak with accounting and they said no. They only thing they can do in the claims department is send a message to the escalations department who will contact accounting. I asked to speak with someone in the escalations department and was told no. I asked to speak with a [redacted] and was put on hold for approximately 30 minutes and then was told I would need to wait for an additional 30 to 45 minutes. At this time I told them that this seems like consumer fraud since I have paid for this service and deductible and they have not provided me with a phone or a check for $850 as promised. I asked them to note on my account that I was going to report them. They said I could call back later in the day and see if a [redacted] is available, but there is nothing they can do but send another message to the escalation department. I went online and I see many other people are complaining about the same thing. They do not have a replacement phone, offer a check and then do not pay.Desired Settlement: I want the check for $850 I was promised.

Business

Response:

Check #[redacted] for $850.00 was sent to customer from our ** office via usps

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. The check was sent only when the complaint was filed. I have never received a call back from the company even though they claim someone will call within 24 to 48 hours, but I have receive ld the check today so this matter is closed.

Sincerely,

Review: I purchased cell phone insurance through a Verizon wireless retailer. I was initially told they didn't have a comparable phone and would receive a check for the phones retail value (they said $600). 30 days later, I have no new phone, no check AND I've been charged $350 for not returning my broken phone (which they assured me they would NOT do). The first 3 times I called to check on the status of the check and or replacement phone, I was told the check was being processed. Now each time I call I get mysteriously disconnected. The customer service representative informed me that they were located in Oregon while headquarters is in [redacted]. I tried to reach the [redacted] office and never got through to anyone. Their website says they are available 24 /7.

When I finally thought to [redacted] the company, I was horrified to read reviews proving I was not Global Warrants only victim.

I would appreciate any assistance.

Thank you,

[redacted]Desired Settlement: Refund my $200 I paid for the insurance plan and the $350 charged on my credit card.

Business

Response:

check #[redacted] for $600 was mailed from our ** office 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.

thank you so much for your assistance with this issue. I am pleased to say that I received the check today. I do believe this was resolved because of your agency assistant.

With gratitude,

Sincerely,

Review: Two months ago I started a claim with the global warenty group.I was told a check would be sent to me within a week. I was charged $400 to my credit card until I sent my old phone in. Im in no financial state to have a charge like that so I sent it in right away. I have called every other day and get the same responce everytime. I have yet to recive a check or have the charge removed from my credit card. So now im paying intrest aswell. Im extremly frustrated and am not sure what to do now.Desired Settlement: For my check to come. An apology. My credit card refunded and intreset payed.

Business

Response:

check #[redacted] for $578.00 was mailed out of our ** offices on 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]

While we appreciate that there is now a check coming. It does not

Cover the interest or charges made to my credit card .

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

Sincerely,

Business

Response:

To cover the interest I have refunded $50.00 of your deductible back to your card also.

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: Cell phone was sent to company because you could not hear anything unless it was on speaker phone. It took two weeks for Global Warranty Group to get back to us. It then took another two weeks to find out the phone could not be fixed and they would be sending us $350. to purchase a replacement. The check would be in the mail in the next 3 days. I went to [redacted] Verizon and purchased another phone. It was aggravating because a new phone cost $550. [redacted] finally agreed to sell the Razor M for $350. because that was the amount the refund would be. It is now the end of March and we have not received the money. I have contacted Global nearly a dozen times. Every time, hearing the same story, it is being looked into or the money is on the way. I am more than frustrated especially to find out several customers are having the same problems.Desired Settlement: At least $350.00

Business

Response:

check #[redacted] for 350.00 sent via UPS [redacted] on 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 insurance for my galaxy note 3 threw this company I paid the full year of insurance which was around 138 dollars I lost my phone they told me to pay a 100 dollar deductible and I would have my phone within 48 hours. I called them to check status of my phone they told me they did not have my phone in stock and that I would receive a check instead for the amount of 700 dollars and that it shouldn't take more than 10 days. That was on January [redacted] 2014 still no check and they say that dont know when I will receive it just that its processing I call a few times a week and get no where I am starting to think there is no check coming.Desired Settlement: I would like the check I was promised of 700$ plus a check for my deductible and insurance premium that I paid because I have waited alot longer than the 48 hours they promised.

Business

Response:

check #[redacted] for $700.00 sent out of our ** offices 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 have recently filed a clam with GWG. I Filed the claim on 4/**/14 and was never contacted. I kept calling until someone told me the device I had was not in stock and they offered me a check for $850.00 instead to cover the cost of my iPhone 5s 64gb Gold. They told me that the check would be send out promptly. Upon asking about this check for just about a month now im trying to figure out if there is any way to talk to someone who can help me. The associates who answer the phone are friendly but they cannot help. all they can say is that they will submit to escalations. Its been almost a month like I previously stated and I need my phone or that check. They were very prompt in charging my account the $179.00 deductible but they have not been prompt in returning my calls or emails. They're policies clearly state and the reps have told me several times that it should take no more than 48 hours for escalations to contact me back with an estimated time of my check or phones arrival. I am very frustrated and need your help.

Please help me!!!!Desired Settlement: I WANT A CHECK FOR 850.00 AS PROMISED OR MY IPHONE 5S 64 GB

Business

Response:

check #[redacted] for $850 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.

Sincerely,

Review: I purchased my cell phone through a local Wireless Zone. Subsequently, the insurance coverage I pay monthly for is provided by Global Warranty Group. Recently, my Blackberry 9930 had battery and performance issues that made the phone unusable. I took it by the store and they agreed the phone was no longer working and that I should file an insurance claim to obtain a replacement. I was told I had two options to get a new phone. The first, I would send back the defective phone, pay my deductible and once they received the defective phone, my replacement would be shipped. The other option, which I was told would get me the replacement phone the fastest, was the insurance company would place a $275.00 hold on my credit card and ship my replacement phone immediately. Once they received the defective phone, the hold would come off my card. If they didn't receive the phone, I would be charged $275.00. Since I need my phone for work, I chose the second option.

At this point, it has been 17 days since my replacement phone was ordered. 17 days they have been holding $275.00 of my money and I still don't have a replacement phone. I have tried calling Global Warrant Group numerous times and they cannot give me any information as to the status of my phone. Each person I have spoken to seems utterly clueless as to where my phone is. Today I did a little research about the company and it seems this is a common issue. I am getting the sense that they are trying to scam me out of my money. I pay a monthly fee for the insurance and when it comes time to use it, they make it impossible. Wireless Zone said there is nothing they can do. They only sell the phones, the insurance is not their responsibility.

Right now, I have no phone (I was given a temporary phone, but that is limited in it's capability) and out $275.00. I don't understand how nobody at this company can tell me where my phone is? Their Track A Claim website had this information:

Arrow We have NOT received your broken phone. A hold has been placed on your credit card in the amount of $275.00.

Arrow Your replacement phone has been ordered

Arrow You elected to place a hold on your credit card and have the replacement phone shipped in advance of you sending in the broken phone.

Arrow Your phone was not received yet

Arrow We must receive your broken phone within 30 days of the claim date, or your Credit Card will be charged.

Arrow To date we have not received your broken phone at the designated repair center

Arrow Your replacement phone is being ordered on 11/**/2013

Arrow If you sent in your phone and we still have not received it, you should follow up with the package delivery service used.

Arrow Your phone must be received at the designated repair center by 12/**/2013.

Arrow We will send you an email with the tracking information as soon as your phone is shipped.

Arrow Your deductible was received on 11/**/2013

That's it. Domino's Pizza has a more accurate website. I can know exactly where my pizza is, but my phone? I need help to get my replacement phone asap, so I can get my $275.00 back.Desired Settlement: I want my replacement phone. I was told, by accepting the $275 hold on my credit card, I would have the replacement the fastest. Right now, I have no phone and I am out $275.00. I don't understand how a legitimate company cannot tell me where the replacement is? If it was ordered, where from? Was it shipped? Where's the tracking number? Without any of this information, this place seems like a scam. I just want my replacement phone.

Business

Response:

Phone was shipped on 11/**/13 via UPS tracking [redacted] showing delivered on 11/**/13 at 10:23am left at Office signed by [redacted] address [redacted].

Review: *I have cell phone insurance from Global Warranty Group. I filed a claim for a lost phone on 12/*/13. I was advised I should have a replacement phone by 12/**/13. I called the claims division to check on the status of my replacement phone. As of yet, I have not received a replacement phone and there is no tracking information. My credit card was charged for the "deductable" but to reiterate, no phone has been shipped yet. Additionally, I am not receiving any return calls regarding the status of my claim, within the specified time frame (24-48 hours).Desired Settlement: I would like to receive the replacement phone for which I paid insurance for, and was charged a deductable for. Moreover I would like the replacement phone in a timely fashion. As I filed the claim on 12/*/13 and it is now 12/**/13, that has not happend, so I would like a replacement phone immediately, please.

Business

Response:

phone was received by the customer on 12/**/13. Refunded $50.00 for inconvenience.

Review: I purchased a warranty with this company from Verizon Wireless store in the Bergen Town Center Address: [redacted]. Phone:###-###-####. I purchased phone insurance from them for my iPhone 5, ph# ###-###-####, and this vendor is giving me a hard time replacing the phone because they say it is not available. Per the contract if the cannot replace it they are supposed to refund the full cost of the phone (>$600). The can also give me the 5s if the want. Those are the three options they have and they are not doing any of them and it's been over 7 weeks. I was asked about a lesser quality plastic phone, the 5c, that is also neon and looks like a cheeps kids phone. This is not an option. My contact info Is [redacted]###-###-####. [redacted]Desired Settlement: Abide by our legal contact - replace the phone with an iPhone 5 of pay out the claim for the full value of the phone. Alternatively issue a 5s.

Business

Response:

I have advised the WE R Wireless store that we will cover the 5s for this customer.

Review: A phone covered by this company's extended warranty plan broke. A claim was made on 1-**-14 for a new phone and I paid the deductible via credit card. After one week no new phone was received by me. I called the company on 1-**-14, was told no replacement phone was available, would I take a check for $550. I said yes and was told a check would be mailed. Upon my receipt of the check I was to send them the broken phone. One week later, I received not a check, but a phone, in the mail. I called the company and was told to send that phone back, which I did, and that I would receive my check soon. On 2-*-14 I again called the company and told them I still didn't get check. They "escalated" the call and I was to receive a return call about the status of check and I would receive a mail label to send in old check. I never received a phone call but my credit card was charged on 2-**-14 for $475.00 for not returning the old phone!!!! This was despite the fact that I was explicitly told not to send the broken phone until I received the $550 check. I called the company again today and was told to send in the old phone, that is why I was charged. Funny how they can charge my card so easily but take over a month to issue my check. I was told again today that they were sorry it was taking so long to get my check and they would again "escalate" my complaint. The charge to my credit card was unauthorized and unlawful. I have notified American Express of the unauthorized charge. Today, for the first time, I was told to send in the broken phone BEFORE I receive my $550 check. The "[redacted]" I spoke to today said she didn't have any phone numbers to talk to anyone in management about this.Desired Settlement: I want my credit card refunded $475.00 and I want my $550 check they promised to send since 1-**-14. This customer service is horrible. I would like an apology and interest for charging my credit card.

Business

Response:

Check #[redacted] issued 2/**/2014 for $550.00

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: The company still has not removed an authorized charge from my American Express Account. I was told not to send in the broken phone (covered by the warranty) until I received a new phone or check from this company. I received neither so the phone has not been sent to the company. Yet the company charged $475.00 to my American Express. I have notified American Express. I want the company to immediately withdraw that charge. Thank you.

[Your Answer Here]

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

Sincerely,

Business

Response:

As soon as we can see that the broken phone is tracking back to GWG we will release the hold. This was clearly discussed at time of the claim.