Global Warranty Group

Review: I purchased an extended warranty on my cellular phone from Global Warranty through my cellular provider.

I paid over $100 up front for the coverage. My phone was damaged and I made a claim. The CSR made the claim and gave me two options.

Option 1. Pay a large sum of money and they ship me a phone within 4 business days. Then charge me a $90 deductible for the claim once my broken phone is received and refund the larger charge to my credit card. Which I was quite happy with since it was what I paid for.

Option 2. Send my broken phone in and once its received, be charged the $90 deductible and then they ship my new phone.

I decided on option 1. They charged my credit card $380 and then called me several days later to explain that a replacement phone was no longer available from their suppliers. They offered to refund my $380 and send me a cheque in the amount of $450 instead. And I still had to pay the $90 deductible.

I believe I made the original claim on Feb [redacted] 2014. I have called several times. Each time they promised to "escalate" the inquiry and have someone call me back.

Finally I called back again on April [redacted] and explained my frustration with how long this has taken and how no one has ever called back. The CSR said they would try again. This time I asked for a refund of the $90 deductible I paid as well as the cheque they should have sent me weeks ago. I also explained that if I did not hear back from anyone or did not receive a cheque by May */2014 I would be making this complaint to the Revdex.com.

I was originally supposed to receive a replacement phone in 4 business days. Over 2 months later and I have seen nothing and cent even get a returned phone call. The Rogers wireless dealer where I originally purchased the warranty plan has discontinued selling these warranty plans from having too many customer complaints. I urge the Revdex.com to warn consumers about this company.Desired Settlement: To resolve this complaint I would like a refund of the $90 deductible plus the $450 they offered me. And after waiting over 2 months Id like to see it fairly quickly.

Business

Response:

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

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

Consumer

Response:

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

The business response was generic and impersonal to my actual case. Again my complaint is being blown off and ignored by the business.

This response was no better than what I received from the CSR when I called in. Thier response suggests that the company has internal problems. Perhaps if they can not deliver on thier products they should simply stop offerening them and focus on the many dissapinted customers such as myself.

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

Sincerely,

Business

Response:

check #[redacted] for $450.00 sent 7/**/14 via USPS from our ** offices

Review: I put in a claim for a new cell phone as my battery was no longer holding a charge, I sent in my old phone and paid my deductable, I was informed that my phone was longer available for replacement and was told I would receive a cheque in the amount of $475.00. It has been 2 months since I began my claim with GWG and I have yet to receive my cheque. I have spoken with their complaint resolution department and emailed there Customer service department twice only to be told the accounting department are the only ones that know if the cheque has even been prepared and mailed and I keep being told that they will contact the accounting department and have my cheque processed however it has been two months and I have yet to receive my refund. For a company that boasts "our claims department will do everything they can to ensure you are not without one of your most valuable assets any longer than necessary" to be an unacceptable wait period. I would much appreciate your assistance in this matter. Thank youDesired Settlement: To receive my refund cheque in the amount of $ 475.00

Review: Purchased insurance through [redacted] for protection on cell phone if damaged and the insurance was through Global Warranty Group. In January 2014 the screen in the phone broke and they did not have a phone to replace it. So I was offered a cheque for $600.00 which I agreed to. I waited some time for the cheque and it never came. I called and they said that in their notes it showed that the $600.00 was okay'd to be sent out that I should receive it soon. So I purchased a new phone out of pocket and the cheque never came. I received an email from the GWG on June **, 2014 that said:

Dear [redacted]

We are working to obtain the status/ETA on your check. An escalation has been sent to the supervisor to follow up with accounting to have your check # and the date. We understand the frustration in this delay and we will do everything we can to assist in getting this issue resolved. We apologize for the inconvenience. Your patience is appreciated. Thank you [redacted]/ Escalation Representative [redacted]Desired Settlement: I would like a refund of $600.00 in the form of a cheque as they offered me in January 2014

Review: We were recommended to this company by a Fido Cellular provider for Cell Phone Insurance. We filed a claim with Global Warranty Group back in December, 2013. Our option provided by Global Warranty Group was to send my phone back with a 100 deductible to see if phone could be replaced with new later to find out they dont have that phone and would be issuing a check in the amount for the full retail value of the cell phone. In the course of almost 8 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 June **, 2014 from an Escalation Representative read: " All processing steps have been completed with your claim and we are now waiting for accounting to issue your check. We are working to obtain the status/ETA on your check. When it has been confirmed that your check has been issued you will be provided a check # and the date. We understand the frustration in this delay and we will do everything we can to assist in getting this issue resolved. We apologize for the inconvenience. Your claim will be monitored on a daily basis until we get confirmation that your check has been sent. Your patience is appreciated.." I honestly believe nothing has been done with my claim or the check that is rightfully mine. 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 LG Optimus 2X (from when claim was made back in December, 2013) - 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)

Review: I filed a claim for a lost phone with GWG and provided police report details to substantiate my claim. After paying the deductible of $179, GWG told me that the phone I want is out of stock; however, I was assured I will be sent a check in the amount of $700 to cover the cost of a new phone. I never received a check. I am encountering difficulty in getting a response from the company about the status of my claim.Desired Settlement: A check in the amount of $700 as per the insurance contract.

Review: On Jan * we filed an insurance claim on a broken cell phone. The company was unable to provide a replacement phone. Why, they did not say. The company does not offer a similar phone or upgrade . They offered a $300. check instead. To date we have not received the check. We have called several times and the employees at the local Verizon Wireless Zone store where we purchased the phone and insurance have also called several times in our behalf. The answer is always that our complaint/concerns will be sent to the escalations dept. and they will contact us in 24-48 hours. To date they have never contacted us. I e-mailed the company a week ago and have not received a response. We sent the broken phone back using the label provided by Global and although I verified through the tracking # that they received the phone on Jan**, they have no record of this and on Feb. [redacted] they charged $275. to our credit card as penalty for not sending the phone back.Desired Settlement: I expect to receive the check for $300. and also have the charge for $275. removed from my credit card....both by March **, 2014.

Business

Response:

check#[redacted] for $300 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.

I misread the last communication and thought if I did NOT respond that it meant things were resolved. I did receive the long awaited $300. check and nave my credit card company addressing the unauthorized cred card withdrawal. Thank you for your rapid response in resolving this matter

Sincerely,

Review: I filed a claim for a stolen jet-pack on February *. I was informed they could not replace this item as they no longer had it in stock at any of their warehouses. They offered me $200. After contacting my cell phone provider to find out what the replacement cost was I called back and told them replacement was $269 before shipping and taxes. I finally accepted the $269. I ordered a new device for my college son so he could continue his studies and our provider shipped it to him. Then all of a sudden this company was sending him a device. No, I already replaced the device and was waiting for the check. He refused the device from Global Warranty when it arrived via UPS. It was shipped back to them and I tracked it via UPS to their warehouse where it was signed for. The paperwork for this check was supposedly done on February [redacted]. No word on when the check is to be cut or sent out. I have told them I needed the check by February [redacted]. It is now March [redacted], I am still waiting for the check. After I made a phone call today, I am still waiting to know when and if this check is going to be sent. I told them today if I did not get some answers I would be filing with the Revdex.com. I did not get any acceptable answers.Desired Settlement: I want my $269. I was honest and above board with this company and sent back their device.

Business

Response:

check #[redacted] for $269 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.

Sincerely,

The check arrived on Tuesday, March **, 2014.

Review: This company has gone far and beyond being disgusting dealing with my case. They took my deduction and didn't attempt to contact me to let me know that they weren't sending my phone or to give me any other options. After I discovered that was the case, I called and they said they would escalate my case and someone would contact me. This kept happening phone call after phone call for two months and I still have no answers about what is going on. I managed to communicate that I would take a check for replacement, but that was again two and a half months ago and I haven't received it and they WILL NOT give me an answer as to what is going on. At this point there isn't another of my phone for 100 miles so now if the check ever does come in I will have to use it for gas to go get the phone if there are any left within a reasonable distance. Even still, the check amount was barely enough to cover the cost of the phone and my state is tax free, so now that I'll have to travel to pick up a phone they were supposed to supply, it will be in a state that does have taxes, so that also pretty much diminishes the check value. This company has practically robbed me, and that is no exaggeration. I'm currently looking into some legal action and will be pursuing the issue.Desired Settlement: The $550 check as promised IMMEDIATELY or my phone again, immediately now that I've been without for three months.

Business

Response:

check #[redacted] for $550.00 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]

I want my $100 deductible back because they took almost four months to do something that they had a contract to do with in a week. Also because of this extensive amount of time, there are now no more of my phones for 100 miles so now if the check ever does come in I will have to use it for gas to go get the phone. Also, I live in a tax free state, so the original amount four months ago would have been enough (also there were plentiful stores with my phone in stock at that time), however, now going to a different state, that also eats up a great major of the $550 that I originally accepted because, again, I wouldn't have had to go far to get my phone. Also because of those extra factors caused by their incompetence and inability to provide a service within the time agreed upon in their own contract, I want an extra $100 for travel that I wasn't going to have to do and the sales tax I was going to have to encounter.

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

Sincerely,

Business

Response:

I refunded the $100 deductible back to the credit card 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. However, should the details of this complaint ever be available for public viewing, I just wajt to say that this company is full of expert con artists. I have never seen a company allowed to get away with such fraud.

Sincerely,

Review: Claim # [redacted] Failure to send warranty replacement check.

I filed an insurance claim for a lost phone on October [redacted], 2013. My Bank Account was debited the $179.00 deductible on October [redacted] 2014. The following day I received a call from Global warranty group stating the iphone 5 was not available and was offered a $650 check instead. I agreed to the check and the person stated it may take up to 4 or 5 weeks to be processed. It has now been almost 5 months and I have not received a check. When I check the claim status online it states the tracking number is processing with a date shipped of 01/**/2014. The claim is also showing as closed. I have called Support 3 times and they could give me no information as to the status of the claim and have been told each time that it would be escalated to accounting and I would receive a call back within 2 days. This has never happened.

10/**/2013 POS Withdrawal (ELN) WIRELESS PROTECTION PR WIRELESS PROTECTION PR [redacted]

POS Withdrawal -- (ELN) WIRELESS PROTECT

ION PR WIRELESS PROTECTION PR [redacted] $179.00

Claim Status

CLAIM INFORMATION

Customer Name Claim Date Wireless Number Make Model Tracking number Date Shipped

[redacted] 10/**/2013 [redacted] Apple iPhone 5 16gb PROCESSING 01/**/2014

The claim is closed.Desired Settlement: I am seeking the $650.00 that was promised to me when I filed the claim in October of 2013 in a timely manner and a phone call explaining the unacceptable delay. I would also like to receive interest on the $179.00 that was deducted from my bank account in october of 2013 until this issue is resolved.

Business

Response:

check #[redacted] for $650.00 sent 3/**

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:

According to Global Warranty Group the Check was sent March **. As of March [redacted] I still have not received the check. This complaint will not be resolved until I physically receive the check. I would also like an explanation as to why it took over four months to process the claim and why I never received the call back I was promised.

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

Sincerely,

Business

Response:

Please allow at least a week for the check to arrive since it was sent regular mail. As for way there was the delay, GWG experienced some issues with inventory due to Apple's decision to stop making the iPhone 5 which made GWG to offer checks instead of replacement phones. We are set up to provide phones not checks so going from 15 checks a month to 1000s has caused and issue. We have learned from this issue and are putting in measures to insure this does not happen again.

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 a cell phone in May 2013 and decided to purchase insurance for that phone through Global Warranty Group. On or around February *, 2014 I filed a claim because my cell phone was damaged. I mailed my cell phone to Global Warranty Group on February **, 2014 and it was received by Global Warranty Group on February **, 2014. On February **, 2014 I received a call from someone at Global Warranty Group stating that the cell phone I had, an LG Lucid 2, was not available through their vendors and I was given the option of accepting a check in the amount of $400.00 (the retail value of the phone) instead. I chose to take the money. I called on February **, 2014 to inquire about the status of the check and was told it was processed the night before. On March *, 2014, when I had not received the check, I called again to see what was going on. The call center representative did not have any answers for me and told me that someone from the escalation department would contact me. I still had not heard from anyone from the escalation department by the evening of March *, 2014 so I called again. Once again I was told that someone from the escalation department would be contacting me. On the evening of March *, 2014 I still had not received a phone call so I called back. My husband also called Global Warranty Group on the evening of March *, 2014 to see if he could get anywhere. At that point I was extremely frustrated and I told that call center representative that if I did not hear from anyone by Friday, March *, 2014 I would be filing a complaint with the Revdex.com and also contacting a lawyer. I also sent that information along with all of the dates of the phone calls I had made to the company in an email. I never got a response. I called again on March *, 2014 and still did not receive any answers. I decided to wait a few days to see if maybe someone would either call me or respond to my email. By the afternoon of Friday, March **, 2014 when I still had not heard from anyone at Global Warranty Group I called again. According to the call center representative I spoke to, the check is still processing and the accounting department is backed up, but she did not have any answers as to why I still had not received a call from the escalation department.Desired Settlement: Since Global Warranty Group could not replace my phone I had to go out and purchase a new one. I would appreciate it if Global Warranty Group would honor their word and send me a check in the amount of $400.00, the retail value of the LG Lucid 2.

Business

Response:

check #[redacted] for $400.00 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,

Review: Dec * 2013 claim was filed as per claim #[redacted]. E-mail received Dec ** 2013 from [redacted] (an escalations representative) confirming that a check was offered and accepted in the amount of $578.00 as compensation for the claim. On Dec ** 2013 another e-mail was received informing the deductible for the broken phone had been approved, completed and my credit card charged $130 (the deductible amount). Dec ** 2013 an e-mail was sent to [redacted] inquiring about an update as well as several calls since then and the response on Jan * 2014 was that checks take longer to process than phones and there was no update at this time. Weekly calls have been made since Jan * 2014 and we are told the same response of no update at this time. It is now March ** 2014 and no resolution (now almost 16 weeks). Please assist.Desired Settlement: Please refund ASAP

Business

Response:

check #[redacted] for $578.00 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 filed a police report, and then proceeded to file a warranty complaint for a lost phone. This was done in September 2013, I have called my Rogers Wireless dealer that sold me the warranty, and also called GWG directly to ask when I can expect to receive my cheque. I have also paid a $95 deductible which I have confirmation for. At I keep getting the same answers that it will come in 5-6 weeks, which I though was ridiculous when the told me in September. Its not May of 2014, 10 months from the day of claim and there is still no resolution! This is absolutely unacceptable!

I had to go out and purchase a low-end smart phone which barely does my required daily task. I don't have the money to purchase the phone I require, and I really need it as I recently started a new job which requires me to go mobile.Desired Settlement: I would like my cheque for the promised amount $650, or I would like a replacement phone of equal or greater value than the one I made the claim for.

Business

Response:

check #[redacted] for $650.00 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 and the matter has been resolved.

Sincerely,

Review: In February 2014, I filed a claim to have my phone replaced under the terms of the warranty coverage for my EVO LTE phone. A $75 deductible was charged. I shipped my non-working phone to the company. A new replacement phone was not available and a $250 check was offered several weeks later instead. The check has not yet been received after 5 months. I received an email on 4/**/2014 indicating that the check was being processed, but no check has been received.Desired Settlement: I respectfully request the check and the deductible, totaling $325. GWG has not honored the original terms of the warranty agreement to-date and I have been forced to call numerous times and was without a cell phone for an extended period of time while awaiting word on either a check or a replacement phone. Thank you.

Business

Response:

check #[redacted] for $250.00 sent 7/*

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: After filing an insurance claim on my Iphone 4s I was told I would receive a replacement phone in a matter of 2 weeks time. After waiting this period of time, I called to find out that they were unable to provide me with a phone and instead would send me a check for the value of the phone. The check they offered to give was not to the value of the phone and thus I was required to request for a larger amount. After that was settled I was told that I would receive my check in the mail within 4-6 weeks. It has been 3 months since then and I have still not received a check. I have called countless times in attempts to see progress and continue to see nothing happening in my favour. After the numerous calls I have placed, I have only ever been returned a call once.Desired Settlement: I would like to see immediate action taken for me to receive my check and a full refund on my insurance deductible.

Business

Response:

Check for $650 was sent out 1/**/14 to the customer. We apologize for the delay in getting the check to you. I do show we did refund $100 of your deductible on 11/**/13.

Review: I purchased cell phone warranty through this company. I contacted the company in mid December when my phone broke. They took a $95.00 warranty payment and a $381.00 deposit from my credit card within 20 minutes of my call and told me they would be sending me a new phone. I was to get the $381.00 deposit back one I sent back the broken phone. I received a call the next day saying they did not have any more replacement phones and would be sending me a cheque instead. To date - February [redacted] 2014, I have not received a cheque despite multiple phone calls to this company. Nobody returns my calls and the person that answers the phones tells me it will be a long wait to get a cheque but they cannot tell me anything further.Desired Settlement: I would like the cheque immediately for the replacement cost of my phone. I should not have to wait 3 months to replace a cell phone that I have purchased warranty for. I should not have to go without a cell phone when I purchased a warranty replacement plan. This is a horrible company for customer service.

Business

Response:

check #[redacted] for $700.00 was mailed out of our ** offices on 3/*/14

Review: On March *, 2014, an insurance claim was filed for a broken cell phone. This claim was filed through the Wireless Protection Program at ###-###-#### which is the cell phone insurance department of Global Warranty Group. According to the plan website, and the sales pitch at purchase, "Replacement phones shipped within 24-48 hours". On this date my deductible of $150 was taken on my credit card and they put a $699 hold on the card till they received the damaged phone. The plan purchase price was $99. This means the company now has $949 of my money and I have a broken phone. Based on their instructions, after receiving the new phone which they said I would receive in two business days, I am to return the damaged phone by March ** or they will keep the $699 which they have a hold on. On Wednesday, March *, after giving them 3 days, 2 full business days, I called again to find out the status of the claim and when I could expect the new phone. The response was "they did not know, the phone should be there today, someone will call you back". No call was received, no phone was received. Called back on Thursday, March *, response was "new phone was ordered, have to check with the warehouse to see where it was, someone will call you back today". Of course, no phone call was received, have not received any shipping info and still no phone. Unfortunately, we purchased this insurance plan for two of our cell phones and have had to file a claim for both of them - one had a broken screen and this one was dropped in the pool. The first claim also resulted in a complaint filed with the Revdex.com, but that was after trying to work out the issue with the company for 6 weeks!!!!! Finally, after that complaint was filed, the issue was resolved within the week!!! I was not willing to wait 6 weeks this time and be without a phone for that long. This appears to be a trend with this company, and once again, screams FRAUD!!! Once can be attributed to a fluke, but with the same run around the second time, appears to be the norm!! Perhaps a discussion should be had with respective law enforcement agencies for what is clearly fraudulent business practices.Desired Settlement: I want a new phone, a refund of all monies, and action taken against the company's apparent fraud.

Business

Response:

Called customer 3/*/14 advised that we had sent a purchase order for the customer to pick up a brand new device from the dealer who sold the contract to the customer, we provided an address for the pick up of the device.

Review: I lost my phone and after filing a report with the police paid the deductible for a new phone (this was January *). I received a call saying that the company was out of phones and would send me a check for $650. I since replaced my phone out of pocket, but have not received the check for $650. I have called GWG several times and been told that the check was processed (on January **), but they have no idea when the account department will mail it due to a high volume. They have said I would receive an email numerous time from accounts to give me an eta, but this hasn't happened either. I'm now wondering if the company is a scam.Desired Settlement: Check for $650

Business

Response:

check #[redacted] for $650.00 was mailed out of our ** offices on 3/*/14

Review: I purchased a Global Warranty Group full coverage warranty when I bought my phone brand new with Rogers.

The phone was broken early January 2014 and I followed all of Global Warranties conditions, paid the deductible in full, and sent them the broken phone via tracking shipping (at my own expense). I was told I would have my new phone in the mail with tracking number asap.

After calling repeatedly to ask why I had not received a tracking number I was informed they would not be providing me with a replacement phone, instead they offered approximately $570 to cover the price of a new phone. Although my phone was originally $649.99 and I had already paid them over $200 for the warranty and deductible (I have the receipts to prove that) I accepted their offer as it was better than nothing and I really needed a phone asap for work.

Almost a month ago this was supposedly resolved and they were going to mail my cheque with a tracking number. I waited a few days, no call, no tracking number, nothing.

So after about a week I called them, the customer service person said she had no information for me but she would tag my file so accounting would see and send my cheque. I said fine. Two days later, nothing. So I started calling once a day. Everytime I get the same story, "I don't have any information here but I will tag your file and someone will get back to you within 48 hours." To this day (February [redacted] 2014) I have not received one single phone call from Global Warranty, every exchange was a result of me calling.

I reached my wits end last week and asked to talk to a manager or their complaints line, which surprise surprise THEY DONT HAVE!!! Instead I was told I could email them. During a subsequent conversation I told them I would get a hold of the Revdex.com within 48 hours and they offered no solution and didn't even call me back, so here I am.Desired Settlement: All I want is what I was promised a month ago, approximately $570, I believe the exact amount is $578.80. I do not want an apology as I have never ever been treated this way by a company and am shocked and appalled at their business practices.

Business

Response:

check #[redacted] for $578 was sent 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]

The complaint has not been resolved because I have not received the cheque or tracking number for the cheque. If I receive the cheque then the case will be resolved. Unfortunately due to the way I have been treated thus far and the companies seemingly complete disregard for transparency or customer service, I will continue to assume no cheque has been mailed and no resolution will be made until I have the physical cheque in my hands or the cash in my account.

?????

Sincerely,

?????

Business

Response:

Check was sent from ** offices through USPS with no tracking

Review: I purchased a mobile phone insurance contract from Global Warranty Group in September of 2013. I paid the entire cost of the contract in one up front payment. On January *, 2014 I called their customer service hotline to activate my policy. I was informed that I had to pay a $180 deductible, which was subsequently charged to my credit card. They informed me that they would send me a new cell phone within 10 business days. They said that I had to return my cell phone within 30 business days, and that they would put a $699.99 hold on my credit card in case I did not return my phone. The next day, January [redacted], the company called me back and told me that they were out of stock of the phone that I ordered. They informed me that they would send me a check in the mail for the full retail price of the mobile phone model, within 10 business days.

The day that I am filing this complaint is March [redacted], 2014. The company has not sent me the check for the retail price of the new phone. They placed a $699.99 charge on my credit card, even though I only authorized the charge under the assumption that they would provide me with a phone or the money to but a new phone before the 30 day hold period expired. I have paid over $350 between the upfront insurance fee and the deductible, and my credit card has been charge $699.99 for the hold, so I have been charged over one thousand dollars by this company. They have not provided me a single service.

I have called their customer service hotline numerous times. I have documented five separate occasions where I called the company to inquire about the status of my claim. Feb. **, ** Mar. *, *, **. I have spoken to the claims department, and they have refused to connect me to customer care, saying that they can only submit an electronic ticket. I have asked them to reverse the $699 charge to my credit card, and they have refused. They have told me each team they talked to me on the phone that they would have someone from customer care or billing call back to help me with my order. I have never received a single call back form this company.

I suspect that they are performing fraudulent activity. I informed them that I will be filing a claim with Revdex.com. I want them to deliver the check that they promised, and I want them to refund me for the $699 charge to my credit card.Desired Settlement: I want them to deliver the check that they promised, and I want them to refund me for the $699 charge to my credit card.

Business

Response:

we will refund the $699 hold as soon as the broken phone is returned to GWG group. We provide a prepaid label to use UPS to return the phone to use.

Review: Bought cell phone insurance in April 2013, for $10.99 per month with a $179.99deductible. On January **, 2014, I filed a claim because I broke the screen on my iphone 5. They sent me a prepaid shipping envelope and told me that when they receive the damaged phone, they would send out a replacement. On January **, I got confirmation that they received my cell phone. On January [redacted], they deducted the $179.99 from my credit card. On January [redacted], I was informed that they didn't have an iphone 5 to send me, so they would be sending me a check for $550. They said I would have the check within two weeks. It is now March ** (8 full weeks later) and I have still not received the check. I have called the company seven times between February [redacted] and today, inquiring about the check and have been told the same thing each and every time. Even though I was promised that the check would be in my mailbox with two weeks, they keep telling me that the check is still being processed and there's no other information they can give me. They keep saying that they will send an escalation ticket to the accounting department and that I will receive a phone call from someone in that department, within 48 hours. On four occasions, they have sent the escalation ticket, and on all four occasions, I have not yet received a single phone call. They took my $10.99, each and every month for 12 months ($131.88 total) as well as the $179.99 deductible, and still have not provided the service that I paid for. Not only have I not received the service, but they can't even give me a ball park date on if and when I will be receiving this check. The only information they can give me each and every time I call, is that the check is still being processed. TRhis time frame is unacceptable. I replaced the phone with my own money fully knowing that I would be reimbursed within two weeks, as promised by them from the beginning. I am now going into the 9th week with no compensation and no knowledge of when I will be compensated. After today's phone call with them, I looked them up online and found hundreds of people having the exact same problem as me. They should not have taken the deductible from my credit card until this so called check was printed and dropped into the mail box. They are king moiney on my money while providing zero service.Desired Settlement: I would like the check asap, as well as a refund of the deductible and at least half of the monthly payments that I made for 12 months. What they are doing to me and everyone else, is unacceptable.

Business

Response:

check #[redacted] for $550.00 was mailed 3/**/14 from our ** offices