Global Warranty Group

Review: Global warranty has failed to provide a replacement iphone 5 as stated in the wireless protection plan that I had purchased for my son's phone.. My son has been without a cell phone for 5 months now. A "refurbished" iphone 5 was sent out to him in February when we initially started the claim, however the phone did not work properly and within a week it completely stopped working.

I have been phoning global warranty every week since February to get resolution as I'm paying for cell phone service for a phone that my son cannot use. Ever week I get the same line (from a different customer service representative) that my claim has been escalated and someone will call me within 2 days. To date NO ONE has ever called me and the claim has not been processed. I was told that a cheque for $650.00 would be issued as they could not locate a replacement iphone 5. I was also told that a reimbursement of $60.00 would also be issued as compensation for the wait and hassle.

Without a phone my son has missed work opportunities. I have paid the deductible of $179.99 in February and have been paying for the service plan every month at $65/month. Global Warranty's neglect in this matter is costing me money that I don't have and I am extremely annoyed in the situation they have placed me in. What is the point of insurance when the insurer does not uphold their part of the contract? This is not ethically or morally right, please resolve this long outstanding claim!Desired Settlement: I would like the cheque for $650.00 for the phone replacement and the cheque for $60.00 for the inconvenience and hassle, to be issued IMMEDIATELY!!

Business

Response:

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

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

Consumer

Response:

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

I have been receiving this same response since January. How long does it take to issue a cheque? My son has been without a phone since January but we are still obligated to pay the service provider costs every month even though he is not using the service because he doesn't have a phone. I have already submitted the cheque to Global Warranty for the deductible of the claim in February so I'm not understanding why it's taking so long to issue the cheque so that my son can purchase a replacement phone. I've run out of patience and would like this claim resolved immediately...as it's costing us money each month. GWG needs to honor it's obligation in terms of the contract and issue the cheque immediately, as it's long overdue!!

Best regards,

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

Sincerely,

Business

Response:

check #[redacted] for $650.00 sent 7/**/14 via USPS from our ** offices

Review: I purchased insurance for my iphone 4S from Global Warranty on 6/*/2012 through an independent mobile store with whom they have a working relationship here in NYC The Mobile Shop. The plan I purchased was for 2 years at a cost of $179.I have made exactly one claim (the one currently pending) in the entire time I have had this insurance.In January while traveling for my fathers funeral I dropped the phone...permanently damaging its screen...I sent the phone to Global on January [redacted] for replacement as per the original agreement and their instructions at this time they withdrew an $179 deductible from my Bank of America account via EFT.. They have been in receipt of the phone since February [redacted]. I was informed that due to discontinuation of production of my phone model Global would offer me a settlement check of $400. After confirming the market value I was offered was fair I agreed to take a $400 settlement check.I have yet to receive the check and despite several calls over the past few weeks I can never get a definitive answer in regards to when they will send or I will receive the aforementioned check. Im always given vague responses such as "i see here that its processing" or told some one with more info would contact me..which has not yet happened neither by phone or email.There never seems to be a [redacted] who can step in and expedite the process and the different parts of this business seem to work in shadowy independence of each other each doing what it wants oblivious to the inconvenience they are causing their customers.Please help still in need of a phone this time span for something so simple seems utterly ridiculous to me.Desired Settlement: I would like the $400 settlement check immediately as well as a year of free insurance coverage for the iphone I will purchase upon receipt of the settlement check.

Business

Response:

check #[redacted] for $400.00 sent on 3/**/14 from our ** office

Review: I tried to cancel my monthly warranty for 11.99 on August ** before another charge at the end of the month would occur. I called and was told to go to the website "[redacted]" which does not exist. I called again to cancel and this time was told my warranty was cancelled and there would be no charge at the end of the month and to expect a confirmation e-mail. When no e-mail arrived I called again and was told "something happened and it didn't get cancelled and to call back". I called back again and this operator like the ones before him said they don't know what happened and assured me this time it would be cancelled for sure. I never got a confirmation e-mail even after specifically asking for documentation of the cancellation and being assured it would be sent to me. But I waited until the end of the month to see if I would be charged and sure enough on August ** I was charged 11.99 again. I called again and told them I knew what they were trying to do and that I would be contacting my bank to not allow fraudulent charges from their company anymore. They told me that they were going to escalate the case and have a representative call me back within a couple of days. Of course they never did and I called my bank to stop them from allowing charges from this company and they told me that they would contact the company to let them know the situation and that usually they are compliant and it most likely wouldn't be a problem. Then fast forward to Sept.** they charged me again for 11.99. I called them again and they said my warranty had already been cancelled and that I shouldn't have been charged. I told them I was charged again and they said they were going to escalate the case and call me back. I told them "yeah right" and hung up. I never got a call back of course and at the banks insistence cancelled my credit card. Now I have to get a new card, switch around all may payment info, lower my credit score when reapplying for alertservice which requires a credit check when adding a new card, not to mention all the headaches and wasted time I have spent dealing with this evil company for the last 2 months.Desired Settlement: I would also like an explanation from these thieves as to why they refuse to let you cancel your warranty, refuse to return calls, refuse to return emails, refuse to follow up on anything, refuse to fix anything, refuse to tell the truth, but gladly keep charging me every month even after the credit card company and myself have repeatedly told them they are not allowed to.

Business

Response:

I show that cancellation request was received by [redacted] via email on 8/**/13 which I cancelled that contract [redacted] immediately at that time. No payments have been taken by GWG on this contract so when customer called back we explained that contract was cancelled and there was no payment to refund on the account. I received an request from the customer on 8/**/13 to send cancellation confirmation via email. I emailed the customer stating that an automated email goes out to the email listed on the account at the time of cancellation and I can't resend it however I confirmed it was cancelled. I received an escalation from our customer service team on 10/*/13 stating customer still getting charged and I explained to them we need some statement showing the charge because the only account GWG has for [redacted] is contract [redacted] which was cancelled and never charged by GWG. In order to ensure there are no other contracts that need to be cancelled I need to have more information on what credit card (last four) was charged and when to do more research.

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]

Their whole response is riddled with lies. Let's begin. They claim to have received a cancellation request from me via email, which is a lie because I ONLY ever contacted them via the phone to cancel. They claim no payments were taken by GWG after I attempted to cancel, yet I have the bank statements to prove I was charged twice after it was "cancelled". They claim to have told me that there was no payment to refund on the account, yet that conversation never happened. They claim to have sent me a cancellation confirmation email which is an outright lie. They told me they would send one but I never got it, I requested it after it didn't show up when they said it would, but still never was sent one. They claim they contacted me via email to explain that an automated email goes out to the email listed on the account at the time of cancellation, yet I NEVER received a single email from them. Also one thing I may have forgotten to mention in my original complaint is that I contacted the Visa department at my bank and they contacted GWG to tell them to stop charging me. They clearly did not stop.

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:

They say the issued 3 payments back to my account, but as I said in my original complaint which they read, that credit card had to be cancelled because of them so any payments issued back to that card I won't see. I explained this to them in an email yesterday and they haven't responded so here I am again.

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

Sincerely,

Business

Response:

Customer will have to speak to bank because the refund was sent back to them so they will have the funds.

Review: When purchasing an iPhone 5 from a Verizon retailer, I also purchased a two-year coverage program from Global Warranty Group (GWG). In November 2013, during the coverage period, I severely cracked the phone, and filed a claim with GWG. They informed me that they were out of stock of iPhone 5's given the release of a newer model and would instead send me a check for $750 to replace the phone. They also notified me that they would put a $700 hold on my credit card, that would be released once I had received their check and remitted the cracked phone. Two weeks after placing this hold, they charged my credit card for the $700. After 4 months now and calling 8+ times, I have still not received my original check for $750, nor been refunded the $700 they charged to my credit card. I am thus out $1450 to this company and they refuse to resolve the issue. The customer service department claims that there is an accounting department in Oregon which handles the checks. They claim they have sent escalation notes to accounting regarding my situation each time I've called, but I have still had no response. They also refuse to connect me directly to the accounting department in order to get this straightened out. There is no conceivable situation in which it should take over 4 months to mail a check, and claiming to have no direct access to the department that controls the accounts is unconscionable. It is not at the point where I am questioning if this business is some sort of ponzi scheme, or a licensed warranty program at all.Desired Settlement: I need for the company to send me the $750 check they owe me, at which point I will remit the cracked phone and expect them to refund the $700 they charged to my credit card.

Business

Response:

check #[redacted] for $750.00 sent 3/**/14 from our ** offices

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me if it is in fact true. This assumes I actually receive a check in the coming days, I have grown doubtful of this business' ability to follow through on anything.

Sincerely,

Review: I want my check.

please assist

handset ###-###-####Desired Settlement: 700

Business

Response:

Deductible was never paid on this claim [redacted]. We have tried to run the card but it is declined each time so claim has not been submitted yet.

Review: This company has gone out of business yet continues to debit my checking account for warranties that I had signed up for with them. If they are out of business, they need to stop taking my money!Desired Settlement: All of my money back for the time they have gone out of business. I believe it's been 3-4 months that they have closed.

Consumer

Response:

At this time, I have not been contacted by Global Warranty Group, LLC regarding complaint ID [redacted].And I am still having the money taken out of my account each month for this warranty yet the company is out of business.Sincerely,[redacted]

Review: I filed a claim with Global Warranty Group (a warranty I purchased through Rogers)in December 2013. They immediately charged me the $95 deductible and the $381.50 deposit to be refunded upon receipt of broken phone. The $381.50 was refunded once they received my broken phone. In lieu of issuing me a brand new identical phone, they advised me that they will be issuing me a cheque for over $700. I have been waiting for 4 months and no cheque has been issued to date. I have been contacting them numerous times and their customer representatives do not know what to do other than type notes in my account for someone to contact me. No one has contacted me and I am rightfully frustrated as I have been waiting for four months.Desired Settlement: I would like my cheque for over $700 issued to me immediately with added compensation due to the long delay.

Business

Response:

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

Review: opened up a file against warranty service that I bought.

still didn't get my cheque.

its been over 6 months and I think this is ridiculuous.

Handset number - #: [redacted]Desired Settlement: 700

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 find that this resolution is satisfactory to me and the matter has been resolved. received a check july ** 2014 27 weeks after claim not the 3 business day they claimed

Sincerely,

Review: Been phoning these people since Jun-2014 I was told that to start my claim it was $179 and for another $699. They would send me a new phone and once I receive my new phone I would then send them my broken phone and they would refund the $699. After two weeks I called and was told that they no longer have I phone 4s so they were sending me a cheque to $600 and once I received the cheque I was to send me broken phone and they would credit my card the $699. Over the next months many calls stating that the cheque would be mail out within the next week until Sept when the phone no longer is in service.Desired Settlement: I would like my Credit card credit the $699 and the $179.. or I would like something in writing to state that Global Warrany to no long in business

Consumer

Response:

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

Sincerely,

Review: I have filed an insurance claim for my phone in December. I was told that they did not have my replacement phone in stock so I could wait or take a $600 check. I asked how long would it take me to receive the check. I was told 2-4 weeks at the most. I opted to take the check and buy a new phone. When the two weeks passed I called to check the status and was told I would receive a call back with 24-48 hours business days. It is January **, 2014 and I have still haven't gotten a call back from them concerning my claim. I call once a week and still they have no information on my account and what is going on. When I ask to speak to higher up they say they can only email higher up and it takes them 24-48 hours business days to respond. Every time I call I ask them to email the higher up and to have them call me back. I haven't received not one phone call from the company. I am always calling them and no one calls me back. I want my money back for the new phone I went out to buy because they told me they would send the check.Desired Settlement: I would like my refund check ASAP and a phone call from the company concerning my account.

Business

Response:

Check # [redacted] issued 1/**/2014 in the amount of

$600.00 and I have refunded the customers $75.00 deductible back to the customer.

Consumer

Response:

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

Sincerely,

Review: I filed a claim with GWG on my damaged mobile phone at the beginning of April 2014. I was instructed to pay the $179.00 deductible as per the contract as well as a $699.99 deposit that would be held on my account until they received my damaged phone. I was told that upon receiving the new phone, I would need to send in the damaged phone within 30 days and my $700 deposit would be reimbursed. This appeared to allow me a seamless transition between my broken phone and a new one. I waited for the new phone for ~1 week and nothing arrived so I called to inquire. I was told that they were “out of phones” and would be offering me a cheque for $500.00 instead. I accepted this amount and was told that the cheque would arrive in the mail. I waited a few weeks for the cheque to arrive but it never came. I believe my next call was in early May, I called again to confirm the payment was on its way. I was told that the cheque was still “in processing” in the accounting department. I requested that the $700 hold (or deposit?) on my account be removed until the cheque was sent. I was informed that this was not possible.

On Monday, May **, I called again to inquire about the status of my payment. I was again told that it was in “processing” in the accounting department but that it would be escalated and someone would call within the next 48 hours to confirm it was sent and give a timeframe. I received no call in the next 48 hours. After not receiving a call, I called again on Wednesday, May ** to confirm the cheque had been sent. I was again informed that the cheque was processing. I asked to speak to a [redacted], but was informed that the claims department could not offer any assistance expediting my cheque – they could only send a memo to “escalate” my complaint with accounting. I asked to speak to another department or accounting and was told that they only communicate internally. I was again told that I would be contacted within the next two days and again was not.

On the morning of Thursday, May **, I received an e-mail from giving instructions on how to file a claim with Global Warranty Group. Note that all policies were confirmed to be underwritten by Canadian underwriters [redacted], and all claims were confirmed to be in the hands of Global Warranty Group. Following the instructions in the e-mail, I attempted to call all of the numbers provided but was unable to speak to a human. I again contacted GWG's claims department, and the agent again confirmed that my claim was processing – noting that their company was set up to send out phones and not cheques so it was taking longer than usual.

This is an unacceptable and illegal breach of the agreement to provide a service. I have been stuck waiting for with a very damaged phone for nearly 2 months, and have a $700 hold on my credit card account that is accruing interest. I will be following up with further action shortly.Desired Settlement: $500.00 check to be received immediately.

Review: I filed a claim on Feb. **, 2014 for my Apple Iphone 5. I was told I would recieve a replacement phone since my phone was not charging. Several days later I went to the company website to check the status of the claim and a message told me to call customer service. They proceeded to tell me they do not have any phones in stock and instead they will send me a refund check of $550. It is now June and I have yet to recieve the money. I call weekly to check the status and they continue to say it is being processed and they have no further update. Each time I call they say they will contact the escalations team and will call back within 24-48 hours. I have never recieved a call back with an update.

I came across a website where several other customers have had similiar issues and never recieved their money. They called this company a scam and warned people not to purchase their insurance.Desired Settlement: A refund check of $550.

Consumer

Response:

I recieved the check in the mail on 6/** for the full amount of $550.

Thank you,

Review: Recently I made a claim through GWG on March [redacted]. I had to make a deposit for $699 and paid $170 for the new phone. A week and a bit later I ended up calling because I got no update on whats going on. They told me then that they didn't have a replacement, and if was OK that a receive a check instead for $650. I agreed and they said it would be processed right away

(a couple business days) and sent out. It was apparently sent out to accounting on April [redacted]. I call them probably every couple days since asking where is my check. Every single time I get the same answer, "It says it's being processed, we will notify accounting to look into it and email/call you back right away." I NEVER receive any notice back. Of course, financially, this is screwing me up because I did not expect this to happen at all. They told me it would be dealt with right away. A month after accounting apparently received it, nothing has come out of it. In order to get my deposit back, I need to send in my phone. I dont have the money to pay for a new phone, because I don't have a check. How long am I suppose to wait? The company promised a new phone shipped out within the couple of days of making the claim in the first place....

I've been looking at complaints on the Revdex.com, and the same thing happens to a lot of people. Lots of people wait 4-6 months.I can't wait that long. I was unaware of this and would have never have gone through this if I knew. I'm a student and this is hurting me financially big time. Of course I can't do a single thing through GWG because the only thing I get out of them is "Im sorry sir." No answers, and no other contacts besides the call center to deal with.Desired Settlement: I just want my check right away. Some money taken off my deposit or something for stress and financial issues this is causing me.

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: On Dec. ** 2013 I filed a claim with Global Warranty for a new iPhone 5s. I shipped in my phone and it was confirmed that it was received on Dec. ** 2013. A deductible of $169 was immediately taken from my account and in exchange a new iphone 5s was to be immediately shipped to me. However, on Dec. ** 2013 I received a call from Global Warranty that the iPhone I had was out of stock and a check of $650 (retail price for the iPhone) was going to be sent to me. I have called Global Warranty's customer service line on several occasion and the check has still not be issued. They claim that they have an overwhelming demand for processing checks. I paid for this insurance for a reason and expect to be reimbursed promptly.Desired Settlement: The desired outcome that I want for my time and trouble is a refund of the deductible ($179) and the check($650) issued immediately.

Business

Response:

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

Review: MY CLAIM ID ###-###-####-[redacted] 01/**/2014

it been over 4 months since my claim was approved for my replacement or a rebustment check for $750 DOLLARS

ME AND MY HUSBAND HAVE CALLED 3 TO 4 TIME A MONTH CHECKING ON STATUS OF MY CHECK

I ALWAYS ASK TO SPEAK TO [redacted] OR [redacted] OR TO BE CALLED BACK AND ALL

THEY BEEN SAYING IS THAT MY CHECK SHOULD HAVE BEEN MAILED OUT MONTHS AGO

AND THAT THEY ONLY SEND EMAILS TO THAT DEPARTMENT BUT GET NO CALLS BACK

OR A BRAND NEW REPLACEMENT IPHONE 5S 64 GAG GOLD OR MY CHECK FOR $750.00

THAT WAS PROMISED IN MY AGREEMENT PLEASE CALL [redacted] AT ###-###-#### OR ###-###-#### THANK YOU IT BEEN OVER 4 MONTHS SNICE I FILLED A CLAIM WITH Global Warranty Group, LLC THREW

Please be sure to mention that you signed up the the wireless protection program [redacted] ME & MY HUSBAND HAVE CALLED 3 TIMES A MONTH FOR THE LAST 4 MONTHS AND GET NO CALLS BACK

NO ANY INFORMATION REGARDING MY REPLACEMENT CHECK FOR $750 DOLLARS

Dear [redacted],

Thank you for choosing The Wireless Protection Program. We are pleased to inform you the deductible for your Stolen cell phone claim has been approved and completed.

Your credit card was processed on 10/**/2013 and a charge of $179.00 was placed on your credit card from Global Warranty Group.

Shortly, you will be receiving an additional email containing the shipment tracking information for this cell phone.

The Wireless Protection Program Claims Department

Please do not respond to this email as this email box is not monitored.

[redacted] claim ###-###-####-[redacted] I am sick of the run around about my claim it been ...

12/*/13

[redacted]HIS IS MY NEW VERIZON IPHONE 5S 16 GAG GOLD PLEASE UPDATE MY IME

12/**/13

Jan ** (1 day ago)

to claim

Name * [redacted]

Surname * [redacted]

Email Address * [redacted]

Phone Number * ###-###-####[redacted] PLEASE CALL ###-###-####

Order Number: [redacted]Invoice

FOR NUMBER ###-###-####

AND I AM STILL WAITING ON OUR CHECK TO BE SENT OUT

FOR OVER 3 MONTH NOW FOR MY IPHONE 5 64 GAG

THAT WAS STOLEN THATS THE ###-###-####-[redacted]

THAT I HAVE NOT RECEIVED MY $750.00

Dear [redacted],

Thank you for choosing The Wireless Protection Program. We are pleased to inform you the deductible for your Stolen cell phone claim has been approved and completed.

Your credit card was processed on 10/16/2013 and a charge of $179.00was placed on your credit card from Global Warranty Group.

Shortly, you will be receiving an additional email containing the shipment tracking information for this cell phone.

The Wireless Protection Program Claims Department

Please do not respond to this email as this email box is not monitored.

AND HAVE NOT GOT ANY CALL NOR MY CHECK OR ANY TYPE OF REPLACEMENT OR RE IN BURST FOR WHAT I PAID OUT OF MY POCKET WATING ON MY CHECK TO COMEDesired Settlement: OR A BRAND NEW REPLACEMENT IPHONE 5S 64 GAG GOLD OR MY CHECK FOR $750.00

THAT WAS PROMISED IN MY AGREEMENT PLEASE CALL [redacted] AT ###-###-#### OR ###-###-#### THANK YOU IT BEEN OVER 4 MONTHS SNICE I FILLED A CLAIM WITH Global Warranty Group, LLC THREW

Please be sure to mention that you signed up the the wireless protection program [redacted] ME & MY HUSBAND HAVE CALLED 3 TIMES A MONTH FOR THE LAST 4 MONTHS AND GET NO CALLS BACK

NO ANY INFORMATION REGARDING MY REPLACEMENT CHECK FOR $750 DOLLARS

Dear [redacted],

Thank you for choosing The Wireless Protection Program. We are pleased to inform you the deductible for your Stolen cell phone claim has been approved and completed.

Your credit card was processed on 10/**/2013 and a charge of $179.00 was placed on your credit card from Global Warranty Group.

Shortly, you will be receiving an additional email containing the shipment tracking information for this cell phone.

The Wireless Protection Program Claims Department

Please do not respond to this email as this email box is not monitored.

claim ###-###-####[redacted] I am sick of the run around about my claim it been ...

12/*/13

[redacted] THIS IS MY NEW VERIZON IPHONE 5S 16 GAG GOLD PLEASE UPDATE MY IME

12/**/13

Jan ** (1 day ago)

to claim

Name * [redacted] Surname * [redacted]

Email Address * [redacted]

Phone Number * ###-###-####-[redacted] PLEASE CALL ###-###-####

Order Number: [redacted]Invoice

FOR NUMBER ###-###-####

AND I AM STILL WAITING ON OUR CHECK TO BE SENT OUT

FOR OVER 3 MONTH NOW FOR MY IPHONE 5 64 GAG

THAT WAS STOLEN THATS THE ###-###-####-[redacted]

THAT I HAVE NOT RECEIVED MY $750.00

Dear [redacted],

Thank you for choosing The Wireless Protection Program. We are pleased to inform you the deductible for your Stolen cell phone claim has been approved and completed.

Your credit card was processed on 10/**/2013 and a charge of $179.00was placed on your credit card from Global Warranty Group.

Shortly, you will be receiving an additional email containing the shipment tracking information for this cell phone.

The Wireless Protection Program Claims Department

Please do not respond to this email as this email box is not monitored.

AND HAVE NOT GOT ANY CALL NOR MY CHECK OR ANY TYPE OF REPLACEMENT OR RE IN BURST FOR WHAT I PAID OUT OF MY POCKET WATING ON MY CHECK TO COME

Business

Response:

check#[redacted] for $750.00 was mailed out of our ** office on 1/**/14. I apologize for the delays in processing that check. I show that $100 of your deductible was refunded on 12/**/13 and I just refunded the $79.00 that was remaining on your deductible.

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,

THANK YOU SO MUCH

Review: I first contacted Global Warranty Group in February of 2014. I put in a request to have my equipment replaced. I spoke with a few different customer service representatives and confirmed the defective device with a serial number. Not one representative stated that the equipment I was confirming differed from their records. In the end, they sent the wrong device. I was reporting a tablet, they sent a phone. I contacted them and they let me know the process to return the device. They also stated that I had to contact the store where I purchased the device and the warranty coverage to contact GWG and update the information. I spoke with a Verizon representative who stated that the information was updated and I could resubmit my claim. I contacted GWG again to start my claim and repeated several times the device that needed to be replaced. They kept stating the Samsung Galaxy Note 10.1. I asked that they please ensure that the device was the Samsung Galaxy Note 10.1 2014 edition. The representative stated that since the serial numbers matched, it would ensure I received the correct device. I just checked the website to track my claim and sure enough the device is the first edition of the Samsung Galaxy Note 10.1. I contacted GWG yet again to complain and the representative started to tell me the process again to get the situation fixed. I stated that this was already completed and there should be notation that the device should in fact be the second edition. She reported that she would escalate the call and I should call back again.

In the end of all this I have made several calls to this company. I have had to go back and forth with the service provider who really is not at fault. The organization of this company is all askew. I believe they should note the many times that I have called and the struggles I have had to receive the service I had initially paid for. In the contract signed with Verizon it stated that if the service was paid in full, the device would not be refurbished but would be a brand new device. I stated this to one representative and I was told that this could not be ensured. I believe this is also a service I had paid for and was promised.Desired Settlement: I would like my replaced device and I would like the device to be brand new and not refurbished. This is not a complimentary service as this was promised to me at the beginning of my contract. I would like a representative from GWG to contact Wireless Zone Verizon themselves, ###-###-####, with myself on the line as well to ensure we are all on the same page. I believe it would have been better customer service if this had been done after seeing the struggle between the consumer, and these two companies. I would like to note the complaint is not against Verizon, they have actually been very helpful.

Business

Response:

Hold of $275 was released on 3/**/14 back to credit card and the deductible of $75 was refunded 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:

In my original complaint I had requested the company contact me to get my complaint resolved. Clearly this had not happened because if it had, they would see they are referencing the wrong account. I had filed a claim under the wrong account. Understandably this is clerical error however before processing my claim I had talked to 4 different customer service representatives verifying the item each time. I was filing a claim for a tablet which I clearly stated each time I had called, GW sent me a phone. Not one customer service rep noted the error and corrected the problem before sending me the phone. Since filing this complaint I called 6 times last week to follow up on the progress of my second claim. Each time I called I was told by the customer service rep that my call would be escalated and I would receive a call in one to two business days. More than one week later and I'm still waiting for that call. They have my deductible of $135.00 and I have not received my item. I get very little answers from their customer service representatives and I still have not received a call to resolve this issue. I am getting very frustrated. Again my only request is that the company resolve this issue quickly and I receive the service I had already paid for.

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:

I do not understand what is so hard about this company contacting the customer to get a clear understanding of what the complaint is. Once again they are referencing the wrong account. The account number and claim number was already provided through this complaint. My complaint is regarding a total of $610. This company provides services for communicable devices yet is unable to communicate with their customers. All this does is hold up the resolution of this issue. Please reference claim number [redacted] and contact me at ###-###-#### so that we can get this issue resolved

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

Sincerely,

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: 1) I called in to file a claim for my insured cell phone in December 2013 for ###-###-#### number. The insurance company could not provide me with the same phone so they offered me a check for $700.00 and said I will receive it very soon. My claim was now forwarded to Global Warranty Group for issuing the check. However, I did not receive it until today. It has been 3 months now and I had to buy a new cell phone out of my pocket as the check was taking too long. GWG (Global Warranty Group) keep saying that they will escalate the issue to their accounting department and will update me but they never did. I wonder what kind of accounting department they have that they cannot give me proper status of the check they promised and how long do they need to escalate this. They already charged me $95.00 deductible the day we started this claim and never bothered to send me the money I qualified for till date. I have contacted then company every 2 weeks from when my chq was approved to get an update but no luck.

2) Unfortunately, I lost my phone again few days ago and filed another claim. Same story with that where my chq has been approved for the same amount and deductible this time was $130.00 infact. I really hope that it doesn’t happen with my 2nd claim. I don’t understand how claims get approved and never processed. GWG says their processing dept. is backed up. Well that is no help to a customer who is waiting for $1400.00 now.

Therefore, I have 2 claims lined up and have not received a penny for any one of them. 3 months processing time is way too long for any company and is poor customer service I believe where its takes few seconds for them to charge deductibles to customers and get insurance policies signed up and months and months to pay out their clients I paid to buy this insurance and getting such feedback that doesn't lead me anywhere is very frustrating. I need this resolved as soon as possible. Please and thank you!

Both these claim are regarding ###-###-#### cell phone number.Desired Settlement: I want to receive my both chq's AS SOON AS POSSIBLE for the amount of $700.00 each (Total $1400.00) that GWG owes me. Also for all this hassle and inconvenience that I had to go through I am expecting them to refund my deductible amts as well for $95.00 and $130.00. I don't think GWG should be charging me anything as the issue have been going over 3 months now. Thank you kindly!

Business

Response:

check #[redacted] for $700.00 sent 3/**/14

Consumer

Response:

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

GWG promises their clients to send a replacement phone and if they

cannot find the same phone to send then they issue refund chq to the customer

that covers the full phone price. I have paid $815.00 to purchase a phone

already and plus paid $95.00 deductible to GWG also. I want a refund of my

deductible $95.00 onto my credit card from GWG for waiting 3 months for the my

chq that should have been sent to me within 48 hours from when it was approved.

They did not keep their promise here and it was such a inconvenience for

me as their client. I am also assuming that this chq # [redacted] is regarding

claim [redacted] that was submitted on Dec **,2013.

Now for my 2nd claim that was

submitted on Mar **,2014 (claim # [redacted]), I think it has

been almost 2 weeks and nothing has been mailed out yet for that either. I need

a word on my 2nd claim as well.

Thank you kindly,

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

Sincerely,

Business

Response:

[redacted] filed 12/**/13 Lost paid out check #[redacted] for $700.00 sent 3/**/14.

[redacted] filed 3/*/14 Lost – currently Denied until we receive the Police Reports documents for both claims.

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:

In previous responses GWG mentioned that the chq # [redacted] is for the claim filed in Mar 2014 but anyhow they have switched their statements now that this chq is for claim back in dec 2013. To confirm this previous discussion can be looked at.

However about the police reports I have provided GWG with police file #'s both times. Police department does not provide individuals with HARD COPY of the complaint. They provide us with file #'s only and advise that the warranty company can call them anytime required to get more info about that complaint. NO HARD COPY IS PROVIDED TO THE COMPAINTANT.

GWG is fully aware of this and I have provided them file numbers in both claims at the time of filing the claim with Police officer's name and phone # as well. It is GWG'S responsiblity to futher inquire about it from the police. NOT OURS'. When I mentioned this to the rep in the first call when filing my claim he/she completely agreed to it and said the info was good enough from my side. They will proceed further with the claim and that is why my chq was approved as well for $700.00 . NOW GWG all of a sudden is asking for a hard copy which I DONT OBVIOUSLY HAVE. This does not make sense when the claim has been approved for all this time and chq is held back.

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

Sincerely,

Review: I had 2 phone insurance plan contracts which expired on 10/**/13 on 2 different lines. ###-###-#### and ###-###-####. I was being charged $6.99 per line for each phone number. The 2 year contract ended on 10/**/13 for both phone numbers. The charges of $6.99 per line should have been stopped since the contract expired on each line on 10/**/13. I was charged in November and December of 2013 $6.99 per line, even though the contract had expired and I no longer had a valid phone insurance contract with the company. These charges were deducted from my checking account as a a recurring debit charge on 11/**/13 and 12/**/13- see below the actual deductions from my checking account. When I called the company on 1/**/14 I was informed that my contract had expired on 10/**/13 and that I no longer has a valid insurance contract with them. When I told them that I was still being charged $6.99 per line they told me that they had no record of me paying, I told them that it was still being deducted directly from my checking account, customer service rep said they had no record of me paying. I asked that my matter be escalated and sent to the accounting department, customer service rep said someone would call me back in 2-3 business days. I called the company again on 2/*/14 as I had not heard back from anyone. Customer service rep told me that the accounting dept put a note in the system stating that they had no duplicate charges. I told customer service rep that no one ever called me back to inform me of their findings, even though they were supposed to. I need someone from Global Warranty Group to contact me re: these charges that were deducted from my checking account for Nov and Dec. 2013 of $6.99 per line for a phone insurance plan that expired on 10/**/13. I would like a refund for Nov. and Dec. 2013 as I was paying but did not have a valid contract with them. Also a side note, when I called 0n 2/*/14 the customer service rep hung up on me. If need be I can send my actual bank statements to prove that these deductions occurred.

11/**/13

CHECK CRD PURCHASE 11/** WIRELESS PHONE & A [redacted] CT [redacted] ?MCC=[redacted]

$6.99

11/**/13

CHECK CRD PURCHASE 11/** WIRELESS PHONE & A [redacted] CT [redacted] ?MCC=[redacted]

$6.99

12/**/13

RECUR DEBIT CRD PMT12/** WIRELESS PHONE & A [redacted] CT [redacted] ?MCC=4812

$6.99

12/**/13

RECUR DEBIT CRD PMT12/** WIRELESS PHONE & A [redacted] CT [redacted] ?MCC=[redacted]

$6.991Desired Settlement: I want a refund for Nov. and Dec. 2013 of $6.99 per line. $13.98 for Nov. 2013 and $13.98 for Dec. 2013, since I did not have a valid contract with them and was being charged.

Business

Response:

I have research this with out accounting and we find no duplicate charges. ON the bank statement our charges would read Wireless Protection Plan and list ###-###-#### and per the information that customer provided I don't think that is what it says. I would advise to dispute the charges through their bank.

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 figured out that the charges are coming from Verizon Wireless Zone in [redacted], **. I spoke to a customer service rep there named [redacted] on 2/*/14 and he stated that he was going to send Global Warranty Group an email on 2/*/14 concerning the payments I made for insurance for Nov. and Dec. 2013. He stated that their are 2 different systems for Global Warranty Group and that they are probably looking in the old system and not the new system for my payments. He stated that their phone number- ###-###-#### was showing up on my bank statement because that is what Global Warranty Group designated. I was charged $6.99 for 2 lines in Nov. and Dec. 2013 for an insurance contract that ended on Oct. **, 2013. The payments were taken out of my checking account for a contract that was no longer valid. When Verizon Wireless Zone makes the debit from a customer's checking account for phone insurance, is the payment for insurance sent directly to Global Warranty Group? Verizon Wireless Zone in [redacted], **. was charging me for 2 lines, Nov. and Dec. 2013 for phone insurance through Global Warranty Group, how come Global Warranty Group has no records of these payment if they were debited from my checking account?

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

Sincerely,

Business

Response:

The first payments that are taken at the dealers stays with the dealer, GWG will then take the rest of the monthly payments but I do not show that we ever did take the payments.

Review: I purchased this insurance for $175.

On June [redacted], my phone became damaged and I went to the store. They called Global Warranty and requested a new phone. Despite specifically requesting the Droid Maxx phone and asking to not send me the older Droid Maxx Razr, they sent me the Droid Maxx Razar. I called them back and they apologized and said they would send me a new one.

After five days (June **), I called to see where it was. They told me the order was cancelled because there was a problem with my account. When I asked why they didn't call me, they couldn't answer. I had the store call back and start a new claim.

A week later (June **), I called to see where the phone was. I was told it would arrive the following day.

The following day, I called and was told the phone was out of stock in the warehouse and they had no clue when it would arrive. I asked to be transferred to a a manager who told me that it wasn't out of stock and he wasn't sure why they didn't send it to me. He put in a request for a refund.

I called again on June ** and they said the phone was on its way.

I called again on the [redacted]. They could not answer my calls and it was being "escalated" every day but no one ever called me back.

Finally on the [redacted], I went into the store. The sales rep was angry and called. I receive the phone several days later.

I have filed for a refund on my phone two more times. I have never received a call back, despite asking. I was told that they can't contact the "escalation" team and that they can put in a request for someone to call me back, but no one might ever call me back.Desired Settlement: $175 is what I paid for this insurance.

Business

Response:

I have refunded the deductible of $75.00 please allow 3-5 days to see that reflected on our statement.

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 asked for a reimbursement of my deductible. I received word that I would somehow (have not seen notice of this yet on my cc) that I would receive a reimbursement of $75. I paid $175 for this service. I would like it fully deducted after the abysmal experience I have had with this company.

Sincerely,

Consumer

Response:

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

Also, I paid $175 for the insurance, not $75, and wish to have all of it reimbursed.

Sincerely,

Review: Ordered a replacement phone on 2/*/14, for expedited delivery. Phone was to be delivered "late that week". After 3 phone calls and getting nowhere (as I write is it 2/**) and our phone is still not here. It has not been shipped, and we have not received any calls or emails from this company explaining the delay. Today, thier exuse was that shipment was held up because "their provider" did not know whether to ship to our house (which obviously they were supposed to) or to our local wireless dealer. How absurd! Every call/inquiry is met with an excuse. Meanwhile, my wife, who cares for our infant son, has no phone because of this. If some emergency were to arise, she would have to run to our nearest neighbors house I suppose. This company seems only our to get your money. My next two calls are to my creidt card fraud department and to the state attorney general's office.Desired Settlement: Just give us our money back so we can move on with a purchase of a new phone.

Business

Response:

GWG did not have inventory of the customers phone so we sent an purchase order po [redacted] to the customer's dealer We R Wireless so they could supply the customer with a brand new phone out of stock and bill us for that instead of making customer wait for our remanufactured devices to be done. Please refer customer to his local We R Wireless dealer that he purchased the phone from and they will provide him with a brand new device.