Global Warranty Group

Review: My iPhone 5S was stolen on Saturday May [redacted] and notified the Wireless Protection Program (a subsidiary of Global Warranty Group) on Sunday May [redacted] and filed a claim to replace the stolen iPhone. I filed a police report with my local police department as requested and submitted all requested information on Sunday night. I was charged my $150 deductible on my VISA on Sunday night as well. The representative I spoke with advised that it takes about two days to process the claim and that I should receive the iPhone within two business days after it is approved. On Monday May [redacted], I received a confirmation that my claim had been approved and that I was going to receive another email with tracking information to come shortly. This was the last written correspondence I've had with Global Warranty Group. I called in on Tuesday May [redacted] and spoke with an associate regarding me not receiving my tracking information. She advised to me that she would forward this request over to the company's escalation department and that I should receive the tracking information the following day. I didn't receive any emails from the company so I contacted them once again on Wednesday May [redacted]. The representative I spoke with advised that he did see the request and that there was no tracking information available to give to me. I requested to be contacted once the tracking information was received so that I could make sure that I had that information for my records. I did not receive a call but managed to locate the tracking information on their website the following morning (Thursday May [redacted]). I checked my tracking number on Friday May [redacted] and noticed that the status had not changed on the package so I contacted the company once again. I was advised that the escalation department is unavailable and that I would need to wait until Tuesday May [redacted] to follow up and figure out where my iPhone was. I stressed my concern with the lack of communication and requested to be contacted once any new information was found. I waited the entire weekend under good faith that the company was just experiencing a slight delay in handling my claim. I checked the status of my package earlier this morning (Tuesday May [redacted]) and still no update had been made so I contacted the company once again. The representative I spoke with advised that the package is awaiting pickup and that I should receive the iPhone by tomorrow or Thursday. I tracked the package once I arrived home from work and noticed that the status still had not been updated. I am very frustrated and concerned that I have yet to receive my iPhone and that I have to continually follow up with the company in regards to the status of my claim. The company has failed to provide service to me within the set time frame and has yet to keep me updated with any problems or delay.Desired Settlement: Due to the delay in claim handling and lack of communication from the company, I request that my deductible ($150) be refunded and that my iPhone be shipped to my requested address. If I do not receive my iPhone by Thursday May [redacted], I will file a dispute with my credit card company.

Business

Response:

Phone is on back order at this time we will advise when we get the phone in stock.

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:

Although I received my iPhone on 06/**/2014, the company failed to address my multiple requests for a follow up call in regards to the claim. The only call I received was on 06/**/2014 to advise me that the iPhone was backordered and it would be shipped once in stock. I had become aware of this backorder on 05/**/2014 when I spoke with a representative. I also emailed the company on 05/**/2014 and never received a response. The company did finally send me my tracking number, but I received this email AFTER the phone had already been delivered. Attached are the following: my email to the company, the tracking email, and the initial email sent confirming payment.

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

Sincerely,

Review: I purchased 2 year extended warranty on iPhone 5 at Rogers Wireless dealer for $150. The plan called for replacement of phone if lost or stolen. Plan sold under name of Wireless Protection Plan, which I determined from their call centre was part of the Global Warranty Group. Claim made and accepted November *, 2013. Told that they had no iPhone 5s available, so would I like a check for $685? If yes, they'd charge my credit card for the deductible of another $149 and gave me Claim ####-###-####-[redacted] and told to use [redacted] to follow my check timing. They said my check would come in 4-6 weeks. Checked website but it says nothing of value. I have called the call centre (###-###-####) about once a week since then, always with the same story: "we're so sorry the phone wasn't available and a check is coming. It's being processed. We'll escalate your matter to our processing group and they'll call you at the number we have. It takes a couple of days for them to respond."

I did actually have a message left on my answering machine in February saying the check would likely go out at the end of the month. No one single call or acknowledgement after all my calls to the call centre. I have lived without a replacement phone for 6 months!!!! I am very surprised that this company would be approved by the Revdex.com with this type of action. Thank you for your assistance.Desired Settlement: I want my check payable to me under the warranty agreement as they have acknowledged they are processing 20 times.

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:

P

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]

The "delay" identified in processing has been going on for over 6 months now. There is no excuse for such a delay when the point of the obtaining such a warranty is to assist immediately in replacing the missing item. Assuming GWG is I'm fact solvent, it should desist with the delay tactics and make good on its financial commitments! Writing a cheque can be done manually (I'll come and show them how). One can only assume they have no intention to pay. I would like the Revdex.com to continue to assist In overcoming these weak and entirely unreasonable excuses. How long can this company continue with the delay tactics in Al good conscience?.

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

Sincerely,

Business

Response:

check #[redacted] for $699 sent 6/**/14

Review: I purchased third party insurance from Global Warranty Group to cover theft,damage,repair...etc. of my mobile phone early in 2013. The phone was a Samsung Galaxy S4, and on November **, 2013 I paid a deductible and initiated a claim after my phone had been stolen. I was given a claim number ([redacted]) and told that a cheque covering the value of the device ($700) would arrive in the mail within two weeks. The cheque never arrived, and since that date I have called into their offices more than 10 times and every single time I have been given the same scripted response that accounting is working on mailing the cheque out and that "we have issued an escalation ticket" to resolve the matter promptly. Every single time I was told that somebody with more information on the matter would be giving me a call back within 48 hours once the escalation was filed, but I have not received a single phone call. Furthermore, when I request to speak to someone in accounting I am time and time again told that it's not possible to connect direct to accounting and supposedly there's no line of communication between departments in the company. This past week I phoned infer the last time and sure received the same typical scripted response, "we are so sorry" "we are working on sending out your cheque" "I have just issued an escalation." I notified them that I was calling in to have matter resolved immediately, and if it was not resolved I would be filing with the Revdex.com. At this point, this company seems to be nothing short of a fraud that has been taking money up front from customers and refuses to pay out when a claim is filed. I have wasted more than enough time on this matter and this company has strung me along for far too long.Desired Settlement: I would like the full amount of the cheque sent to me as agreed upon in the initial service contract. my address is [redacted].

Thank You

Business

Response:

check #[redacted] for $700.00 sent 7/** via USPS from our ** office

Review: We were recommended to this company by a 3rd party US Cellular provider for Cell Phone Insurance. We paid for insurance coverage a year in advance. We filed a claim with Global Warranty Group back in February, 2014 and was informed that US Cellular dropped them as an insurance carrier around that time. Our option provided by Global Warranty Group was to be issued a check in the amount for the full retail value of the cell phone. We immediately paid the $100 deductible (which was also immediately cashed) in order to process our claim. In the course of almost 6 months, we have persistantly tried to get a status update from customer service. They have been unable to assist us with this request. We have contacted Global Warranty Group on a weekly basis since we filed our claim. They will not allow us to speak to someone in accounting or a memeber of management. The status is always the same no matter who we talk to. The last email we received on July *, 2014 from an Escalation Representative read: "Regretfully I do not have an answer for you. Your claim will be monitored on a daily basis until your check has been issued and sent."

We honestly believe nothing has been done with our claim or the check that is rightfully ours. I have gone months wtihout a cell phone and have continually paid a cell phone bill with data included on a phone I do not have.

The delay and lack of customer service is unacceptable.Desired Settlement: - A check in the amount of the retail value of my Galaxy S4 (from when claim was made back in February, 2014)

- Express our disappointment to a member of Upper Management

- Our full deductible returned ($100)

- Some sort of compensation for bills paid on a cell phone we didn't have (as well as time & suffering)

Business

Response:

check #[redacted] for $645.00 sent 7/**/14 via USPS from our ** office

Review: We purchased an extended warranty/protection plan for our mobile phones from Global Warranty Group (GWG). We filed a claim for a broken phone with GWG. But after paying the deductible, we are told that the phone we want is out of stock; however, we are informed that we will be sent a check to cover the cost of a new phone. We never received a check or a replacement phone from the company. We are encountering difficulty in getting a response from the company about the status of our claim as they keep telling us it is in process. It's been well over a month since this has started and we are still without a check a $550.00 as promised, for the phone. We have since been forced to put out another $500 for a new phone for my daughter along with all the other money we have put out for them. This is absurd!!!Desired Settlement: We want our cash NOW. I also feel we should be credited to pay our service charge from our phone service provider as we have had no use of a phone for over a month! So to the $550, it would be nice to get our $75 /month for not being able to use the service!

Review: I purchased the phone replacement insurance at my local Rogers phone dealer. I broke my phone, contacted GWS to file my claim on July *, 2014. They required a $95 deductable plus a fee of $381 that is to be returned to me once they receive my broken phone. Both of these charges were billed to my Credit Card. I was told my replacement phone would be shipped within 4 business days.

I returned from vacation two weeks later no phone, checked tracking info and there was a notice for me to contact them, my phone was no longer available. I was told I would be mailed a cheque with in four business days in the amount of $550 that I could purchase a new phone with. My broken phone was no longer usable so with the knowledge a cheque would be arriving shortly I purchased a new phone on July [redacted]. I was told to mail the broken phone in upon receipt of the cheque and purchase of new phone. I have 120 days to return the broken phone for the refund of the $381.

The current status is that I have a broken phone, GWG is holding $381 until I return the broken phone and I have not received the $550 cheque.

I have called several times a day and the phone rings busy. I contacted the [redacted] where I purchased the broken phone and insurance plan, they forwarded a link to contact the Revdex.com with my problem.Desired Settlement: Prompt payment of the $550 for replacement phone and return of $381 that is being held until I return the broken phone. With lack of interaction from GWG I am hesitant to return the phone until contacted by them or receipt of the $550 cheque.

Review: This company provides insurance for cell phones. I have two damaged phones which they have informed me are covered under my insurance policy. They are supposed to send me a replacement phone but have stated they don't have a replacement phone in stock for my phone model. Instead they offered me cheques in the amount of market value of the phones that are to be replaced. One cheque for $650 and the other cheque for $550. They charged a deductible to my credit card for each claim of $45 each. They then informed me that they would need to charge $350 per claim on my credit card as a holding fee. They said once I receive the cheques I am to mail them back the damaged phones and the $350 holding fee for each device would be given back to me once the phones were received by them. I am still waiting for cheques and I have been billed approximately $800 on my credit card, still accumulating interest for several months.

It has been several months and several follow up calls later. Each time I call they tell me that my cheques are still being processed. I complain and tell them it shouldn't take several months to write a cheque and mail it. I ask to speak to a [redacted] and they tell me a [redacted] is not available to speak. Instead they tell me someone from retentions will call me back within 2-3 business days to discuss the status of my claim and put priority on it. I have requested a call from retentions about 3 or 4 times now and not once have I been called back and I am never allowed to speak with a [redacted] or [redacted] when I call.

Since I started the claim I have been eagerly waiting for the cheques so I could replace my damaged phones. I could not wait for one of the phones and purchased a new one out right for total retail value of $791 including HST.

I have spent over $1500 on this claims process and a replacement phone since January and have not received any cheques yet. In the meantime the fees on my credit card are accumulating interest and this company is not providing any help or doing what they claimed they would do.Desired Settlement: Please mail me the cheques for the replacement costs of my phones and refund the $700+ being held on my credit card.

Review: Returned a Haier Wireless 9" Android Tablet with a drop/spill contract and they will not answer, replace or repair tablet. Items sent insured US Mail on May **, 2014 and delivered May ** to their company. I have tried over and over to called them but calls are routed to an extension that has been busy for weeks.Desired Settlement: Replace or Cash value $131.95

Review: Global Warranty Group has failed to deliver the warrantied product. My claim on a broken phone is now two months old. On the original claim date I was told a new phone would arrive in 2-3 business days with a shipping label to return my broken phone. I would be charged a $75 deductable and $275 would be held until they recieved my broken phone. The amounts were deducted, but over a week later no phone. I called customer service who informed me they could not replace the Samsung galaxy S4 and they offered a check of $625 in lieu of the replacement phone. This was January *, 2014 and now on February **, 2014 I have not recieved payment. When I call customer service i'm told they can not transfer me to a person that can answer my questions, but they will "escalate" my claim and someone will contact me within 2-3 business days. I have not been contacted after four requests for contact from someone who can answer my questions. There is no change to the status of my claim. When I log on to their "trackaclaim" website I get no information because the status says the claim is closed. I did my due diligence, paid in full on time, sent my phone on time and have reciept that they recieved the phone. Global warranty group has completely failed to honor the contract or follow through with their offer. With now 11 calls to customer service I am no closer to resolution and my attempts to resolve the claim are being ignored.Desired Settlement: I would like the check for $625.00 that we agreed on sent to me.

Business

Response:

check#[redacted] for $625 was mailed 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.

As long as the business actually sends the check and this is not another deferment of responsibility.

Sincerely,

Review: Back in September 2012, I upgraded my phone to a Samsung Galaxy S3 and I bought your extra warranty protection for $129.99.

In January [redacted], 2014 I had filed a claim with your company and was given two choices:

- Return the phone and pay the $95 deductible and get the same phone or upgrade in return, or

- Pay the deductible of $95 and put a $381 hold on my credit card and they would send me my phone or equivalant or a check and I would return my broken phone to them

I decided to choose the second option because I could not be without a phone.

After that I had called back to ask the status and was told that they were sending me a cheque of $650, but it would have to go to some office for processing.

On the trackaclaim website it shows that the date shipped is February [redacted], it has been a month and I have not received anything. It does not take a month to process and send a cheque. Every time I call back to there call center I get the same answer, "Theres nothing we can do and that we can get them to give you a call"

I have calleda few times and I get the same answer and nobody ever calls meDesired Settlement: I would like a refund on the money that they have charged my credit card

Business

Response:

check #[redacted] for $650.00 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 find that this resolution is satisfactory to me and the matter has been resolved.

Thanks for responding, I received the Cheque yesterday 03/**, its a shame they didn't make any effort to make it come sooner especially after receiving a complaint through your site.

Maybe you can suggest to the business to improve there processes and procedures is that when they offer callbacks for them to actually follow through and let there call center have escalation procedures, as I mentioned in my complaint that nobody could ever do anything.

I come from a very established call center back round here in Canada and they have thorough procedures for complaints like this.

Anyways thanks again for your assistance, it is very appreciated

Sincerely,

Review: I purchased this warranty service for $150, a year back to cover damage to an iPhone 5. I filed the claim, and paid a $150 deductible to get my phone replaced. The confirmed it was covered under the warranty and would be shipped out within a week. They also placed a $699.99 hold to ensure I returned the broken phone after a replacement had been received. I never received a replacement and was then told 2 weeks later that they couldn't send a phone and would need to send a check instead. After following up multiple times, it turns out the check was processing indefinitely, hadn't been sent and they didn't have an estimated date of arrival. They then proceeded to fraudulently charge the hold amount. They did this without sending any replacement phone or check, and were never authorized to charge that amount. When called about this they refused to refund the amount unless the claim was cancelled. Then when I wanted to cancel they said they couldn't as they weren't sure if they issued a check yet.Desired Settlement: I need a full refund of all 3 of the charges for the service. I never received the service I was told I would, then was fraudulently charged in a way I never authorized. I also should be compensated for the wasted time I have spent dealing with their scam and trying to recover my money, this includes interest on the service charge.

Business

Response:

customer requested cancellation of claim on 12/** so I cancelled the claim and refunded the deductible and the hold back to the customer. It can take up to 3-5 business days to show on the customer's credit card.

Review: When I purchased my wireless phone (an LG G2, value $649), I purchased an additional "Wireless Protection Plan" through Global Warranty Group. The brochure which outlines the plan indicates that it covers the device against for loss, theft and accidental damage and that a replacement device will be shipped overnight delivery after claims approval. The price of the coverage was $99 for two years. Within the 2 year period I dropped my phone and cracked the screen. I contacted Global Warranty's claim number and initiated a claim on January *, 2014. The representative informed me that before my claim could proceed I would either need to send them my broken phone using a prepaid shipping label they provide, or I could let them process a $300 hold on my credit card. I opted to go ahead and send them the broken device. During that initial call, I also paid a $90 deductible using my bank card. Almost immediately after that call, I received the UPS shipping label and I shipped the broken device to them the next day. I tracked the package using the UPS web site and once I confirmed that the package had been received (signed for by someone named [redacted] on January **, 2014) I checked the status of my claim on Global Warranty's web site ([redacted]). The site told me that I needed to contact them to discuss my device replacement options. I contacted the company and was informed by the customer service representative that they could not obtain a replacement for my phone model and they would instead send me a settlement check for $550. I agreed to accept their offer and began waiting for my check. Ten days passed before I decided to call again on January **. At that time I was told that the check was "processed" on January ** and that it was probably already in the mail or would be within the next few days. I did indicate to the representative that I felt the process had been unnecessarily slow and that I would like to know exactly when the check was mailed. She offered to forward my claim to their "escalation team" to get an exact date and that they would contact me within 48 hours. That didn't happen. Apparently neither did the actual mailing of the check. As of today, January ** the check has not arrived. This morning I did a little online research and found many customer reviews with horror stories that are eerily similar to my own and in fact, some of their customers have been waiting MONTHS for a resolution to their claims. If those reviews are accurate, and at this point, I sort of have reason to suspect they are, it is the standard business practice of Global Warranty Group to collect a deductible from a claimant and then fail to fulfill their end of the contract. I did contact the company again this afternoon and got the same basic line from the company. My check was "processed" on the [redacted], the representative doesn't know why I don't have the check yet, it's probably in the mail right now, we'll have the escalation team call you within 48 hours, and so on, et cetera.

So to recap, Global Warranty Group has the $99 I initially paid for what they call "coverage." They have my $90 deductible. And even though it has a cracked screen, they have my $649 LG G2 . I, on the other hand have nothing to show for any of it. Can someone please hold this company accountable?Desired Settlement: At the very least, I would simply like the $550 check I have been promised for the past 3 weeks. It would also be wonderful if someone could intervene on behalf of all the other customers who are awaiting final resolution of their claims.

Business

Response:

check #[redacted] for $550.00 was sent out of our ** office on 2/*/14

Review: Three months ago I put in a claim for a lost/stolen tablet and cell phone. In spite of repeated phone calls from me and the store where I purchased the insurance coverage, nothing has transpired. At some point in mid-December, I was told they would not replace the tablet nor phone but would send checks - $350 for the phone and $400 for the tablet.

When the tablet and phone went missing in October they sent a replacement phone that broke down within weeks. After many phone calls they sent a tablet 6 weeks later. The tablet would not charge. I paid replacement fees for both these items. So now I am out the replacement fees and the promised replacement checks.Desired Settlement: Please send check immediately for $750 (for phone and tablet) plus replacement fees of $75 and $135 for a total of $960.

( I would have settled for the original $750 but I have had to pay for a new phone and put in many hours chasing these scoundrels down.)

Business

Response:

check #[redacted] for $400 and check #[redacted] for $350 were mailed out of our NY offices on 2/**/14

Review: I have been dealing with The Global Warranty Group since the middle of November 2013. On December [redacted] 2013 they told me the my cheque for $525.00 was being processed. I have been calling every two day to get an update on where my cheque might be and I still have received nothing. they always say that they will give me a call back but I have never once received a call or email about anything. I have tried to email the customer service email and still have received nothing. I was originally told that I would receive my cheque within two to three weeks which is understandable so I so went ahead and upgraded to a new phone. I now have a tab that is almost $600.00 as I am a full-time student and cannot work a lot so I have not been able to pay off the tab that I owe. This cheque that I am still waiting for is to go to that bill and I'm afraid that if I do not receive it soon that my phone will get cut off and that it will affect my credit as I have not missed any payments but have not been able to pay in full. I have also had extra fees added to my account for not paying in full. I feel that almost three months waiting on this chequs is not acceptable.Desired Settlement: I would like to receive my cheque asap. If its possible to receive a bigger amount the the $525.00 for my inconvenience and extra charges or something that would be great as well.

Business

Response:

check #[redacted] for $525.00 sent out of our ** office on 3/*/14

Review: I purchased an insurance policy back in Nov 2012 from my local Verizon Wireless dealership when I purchased my Iphone 5 from them.

I submitted a claim this Feb **,2014 for a replacement phone due to a cracked phone screen.

I had to give them my credit card information to place a hold on my credit card for $600(price of the new phone) in case I didn't send them my damaged one, they would charge me for it.

They also charged that same credit card $150 for a deductible for the new iphone 5 they were sending out to me.

3 weeks went by... nothing, no phone, can't talk to anyone besides a call center employee. They told me it went to an "escalation team" would hear from them in 24-48 hrs... nothing.

On March [redacted] with nothing back from this company, I called them and reuquested them to cancel my claim. This would credit me back the $150 for the deductible of new iphone I never received and would also cancel the $600 hold on my credit card for me not sending them my damaged phone after I received new phone. I also requested a refund for the purchase of the policy that I purchased back in Nov 2012 since the policy served no purpose to me.

Having no confidence in this companies ability to do anything I decided to call them today, March [redacted] to verify my claim was cancelled... the cancellation I submitted on MArch [redacted].

spoke to a call center person again... that's all they allow you to talk to.... she said nothing cancelled yet, she would send to the "escalation team" This is the same team that my request for the new phone was sent to with no outcome for me. I have 5 days from today and my credit card will be charged $600 for a phone I didn't send back, because I never received the replacement. I [redacted] this company and every single review negative and exactly my complaint... insurance fraud. THey need to be stopped... shut down.Desired Settlement: this is what I want to happen, or I will contact a lawyer.

Hold of $600 taken off my credit card

$150 credit back to my card for the deductible I paid for new phone I never received

$150 refund for policy I purchased from Verizon Wireless... actually purchased for 2 phones, and this policy did nothing for me.

Business

Response:

GWG did not have inventory of the customer's phone one contract so rather than offer a check for the retail value we reached out to the customer's dealer We R Wireless and asked them to provide a BRAND New phone to the customer in store. We sent the Purchase Order #[redacted] on 2/**/14. It was GWG's understanding that We R Wireless was going to reach out to the customer when the phone was ready for pick up. The customer called on 3/*/14 to cancel the claim and get the hold and deductible refunded. In order to do that GWG had to verify that no phone had been given out for this PO in the We R Wireless store. We were waiting for confirmation from We R wireless which we received 3/**/14. The claim was cancelled and refunded the hold and deductible at that time. It does take 3-5 business days to reflect on the customer's account.

Review: I filed a claim with Global Warranty on 02/**/2014 to have my IPhone 5 replaced! It is currently 03/**/2014 and I have not received the check yet. Furthermore I learned that the amount offered my $550 could have been $650 if I would have negotiated. I feel this company deceived me in the amount of money they are sending to me and secondly I purchased this insurance to have my phone REPLACED not a check sent to me. I paid the full amount of this insurance upfront at the time of purchase only to find out now that I must pay an additonal $179! I have been without a phone replacement or refund check for almost an entire month. I find the customer service is extremely poor. After the numerous calls made day after day I could only be told that my "check was in processing" with no idea of when to expect to receive the check! This has been the worst experience with customer service and the insurance has not provided the protection that I believed I was purchasing.Desired Settlement: I feel that Global Warranty Group owes me the $550 PLUS another $100 that they cheated me out to replace my IPHONE 5. The time wasted and lack of service both have enraged me during this whole process. Again I do not have a refund check yet.

Business

Response:

Per the terms and conditions of the contract there is a $179 deductible which was discussed with the customer when the filed the claim on 2/**/14. We attempted to process the deductible several times and each time it was declined. The deductible was approved on 3/**/14 and not the check can be processed.

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 no idea when my check will be mailed! Also, I called about this claim numerous times and not one time was I told there was a problem with the deductible payment not processing! I was told only that the claim was "in processing!" Nobody took the time or effort to find out what the problem was for me! I could not receive my email because I no longer had my IPHONE! I had to borrow a friend's phone and have my cell connected since I finally realized that Global Warranty Group was not responding or fulfilling my claim. WHY WAS I NOT CALLED? OR WHY WAS I NOT TOLD WHEN I KEPT CALLING to follow up the claim? This poor service is NOT ACCEPTABLE! Per the terms of the contract nothing was fulfilled as described on Global Warranty Group brochure. The information clearly states that "If your exact model is not available, you will receive equipment of like kind and quality in terms of features and technology. All replacement equipment may be new or remanufactured." I was told since I had the IPhone 5 I could only get a refund check of $550! That is not per the terms of your contract! Also it states on the front side "covers all makes and models!" This insurance has proved to be deceptive! Where is the customer service? Today is 03/**/2014 and only today did I finally get a confirmation that the deductible was processed. I asked that once this processed that I be CALLED with a date when the check was mailed - it did not happen AGAIN!

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

Sincerely,

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:

[Eventhough I have paid the deductible I still have not been advised that my refund check has been mailed. This is the way my entire claim has been handled - poorly! I was told I would have a date that the check would be mailed the next day after the deductible processed. That did not happen! Global Warranty continues to make promises that they do no keep! When will my check be mailed?

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

Sincerely,

Business

Response:

check #[redacted] for $550.00 was mailed out of our ** office 3/**/14

Review: In October 2013, my phone was broken so I called the wireless protection program. I paid the deductible and had the cost of my phone placed on my visa until my old phone was received by the company. I was told there was none of my Samsung Galaxy III in stock and was asked if it would be okay to receive a check, as this would be a faster process. I agreed as I needed a new phone. At the end of the call I was told I would receive the check in 4-6 weeks.

It has now been 6 MONTHS and I have yet to receive this check. I sent my damaged phone in and was given back the money that was put on my visa, but without a phone I had to buy a new one. I have called on a regular basis and have received no answers. I am constantly being apologized to by the call center representatives, but nothing is being done. Every escalation call I have made has resulted in the call center being told that they are still waiting to hear back from the accounting department (the Global Warranty Group never contacts me directly, I have to call the call-center yet again to hear their response to my complaint). Of course I believe this to be a lie, as in 6 months the accounting department has yet to respond to this situation? The Global Warranty Group is wanting me to forget about my check so they can keep my deductible and not have to pay me for the service I paid for.

At the start of January 2014,I finally received a phone message apologizing for the inconvenience and was given $50 back from my deductible (not the full amount) for said inconvenience on my visa. This message ended by saying that I would receive the check by the end of the month. For a short time I was not stressing about the situation. Being a full-time student, I of course was under a great deal of stress and dealing with this situation had only added to that stress. I was also relieved that in 2 months I had FINALLY had some sort of response from the company.

We are now nearing the end of April and I am done waiting. I have asked several times for a call back and have received no word back from the protection program. This check is something I need, and am owed by the company, for replacing the phone I had to purchase 6 months ago. I paid the deductible fee, I paid for my old phone to be sent away, I had to get out of my old contract for my old phone in order to purchase a new one (because I was told it would be faster than waiting for a new phone) and the protection program has done nothing for me.

I called the company on a regular basis, never getting angry or rude with the call-center agents, simply just asking for someone to speak to me about the situation (the company fails to provide another contact number besides that of the call-center). I even obtained the E-mail address contact, which I sent MANY Emails asking for someone to contact me, and was not responded to even once.

All I ever wanted was for the company to stand behind their contract and replace my broken phone.Desired Settlement: I would like to finally receive the check I was promised to receive in December of last year, as a replacement of my broken phone. I would also like an apology from the company for their lack of customer service and to acknowledge how much stress this situation caused me to be in while I was in school and relying on a check to pay off a phone, for 6 months.

Business

Response:

check #[redacted] for $475.00 sent 4/**/14 from our ** offices

Review: I broke my cell phone back in January and I had insurance through Global Warranty Group. My phone carrier is Verizon. I received a call the 2nd week in February stating that Global Warranty group could not replace my phone and would I accept a check for $550 the value of my LG phone. I accepted this offer and asked when I would be receiving my check. I was told the check would be mailed within a week or so. I then purchased a new phone and sent my broken phone as promised to Global Warranty group. It is April [redacted] and I still have not received my $550 check. I have made several calls and I am always promised that my case will be "escalated" and that someone will "return my call and update me on the status of my check". I have never received such a call or my check.Desired Settlement: I would like to receive my check owed for the amount of $550.

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.

Review: I have purchased GWG warranty

Claimed it alomost a year ago.

Still, I did not receive any checks or replacement phone.

My address on file has been changed and notified with [redacted] address

handset - ###-###-####

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.

Review: I bought a warranty for my cell phone through Bell with this company. Later my phone was stolen. I made a claim, along with a police report and paid a deductible. I was told the phone was discontinued and that a check was to be issued. I agreed for $730. This was in November 2013. I have called many many times and talked with nearly every customer service worker there, and they are all no use. They claim that the check is still processing. It has been 7 months. It is now the middle of June 2014. I asked to talk to a person in charge, there was none. I asked to talk to accounting and they said that they cant contact them. There is no way that the check is still processing. CTV here in Canada did a story on the news about how this company is ripping people off, there is also SEVERAL internet reviews/rants outlining how this company has treated "customers". I just thought I too would make it official and say I am one of the victims of this SCAM! Please help, I bhad to buy another phone on credit and now my union is on strike and I have no money. Please listen to the people and shut this business down!!!Desired Settlement: To get the check for $730 that is owed to me. ASAP.

Business

Response:

check #[redacted] for $730.00 sent 6/**