Global Warranty Group

Review: I purchased insurance for Samsung 3 phone in September 2012. Insurance was prepaid, whereby a claim could be made upto 3 times in 2 years. This is my first claim. I filed a claim in October 2013 with the Wireless Protection Program, corporate address GWG / [redacted]At that time, I was informed that the most efficient way to process a claim was to pay up front for the replacement value, plus the deductible. I prepaid both, expecting a new phone would be delivered within 72 hours and I would then subsequently return my phone + accessories to obtain a "credit" to the prepayment previously charged on my credit card. I coming weeks, I was informed there were no phones available, and instead, I had the option of receiving a cheque to be able to purchase my own replacement phone. I have not received this cheque as of April [redacted] 2014.

Product_Or_Service: Other /Samsung3/

Account_Number: ###-###-####Desired Settlement: DesiredSettlementID: Other (Requires Explaination)

As I prepaid to expedite this service, I would like a full refund of the amount charged to my credit card, approximately $400.I would like a new phone, as promised through the warranty program.I would like to be reimbursed for the time that I have spent following up this claim.

Business

Response:

check #[redacted] for $475 sent 5/*/14

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: 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: 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: Claim #[redacted]I filed a damaged phone claim requesting a new phone on Friday, 6/**/14, and was told that I would receive my new phone by Monday, 6/**. When I did not receive my phone on 6/** I called and was told that the claim did not go through and that they were going to put it through at that point. They proceeded to tell me that I would have my phone by Wednesday, 6/**. When I did not receive my phone on 6/** I called again and was told that there was still no tracking number. At that point, I was told that the issue would be resolved and that I would receive an email by the end of the night. However, I did not receive an email that night. I called back on Thursday morning, 6/**, and was told that there is still no tracking number because the phone is on back order. They proceeded to tell me that they could not tell me when I should anticipate receiving a new phone.The next day, Friday 6/**, I was called and told that they found a phone, but that it was a different color then my damaged phone. I explained to them that it was okay and to send me that phone. They proceeded to tell me that I would receive my phone by Monday, 6/**. When I did not receive the phone they said that they were still waiting for a tracking number. On Tuesday, 6/**, they told me that the phone they had for me went to another customer, but that they found yet another one for me with more GBs. I was told I could expect a tracking number by the end of the day. It is now Thursday 6/** and there is still no tracking number. I have made multiple calls to a [redacted], who an "Escalation Representative." However, he has made it clear that there is nothing he can do, except for "keep on eye on it."Desired Settlement: I paid $250.00 up front for this insurance. I was also charged $150.00 when I made the claim on 6/**/14. I want my $150.00 to be reimbursed and I want a phone that I made this claim for to be sent immediately. I am going on two weeks without a phone. I do not see the point in having insurance on my phone if I can not insure that I will have a phone when I need it.

Business

Response:

shipped 6/**/14 UPS [redacted]

Review: With the purchase of a new phone I was advised to purchase a warranty (Global Warranty Group) from my wireless provider (Rogers) in the case of a lost/stolen or damaged phone. The warranty was purchased with a fee of 109.99 + tax. November ** 2013 my phone was damaged. I phoned the GWG to file my claim the following day and I should recieve a new phone in 2-3 business days. A deductable of $95.00 was taking off my credit card as well as a hold of $381.00. After a few days had passed, and no phone, I called the GWG. The CSR said that they, in fact, did not have any of my phones available to them and that I could instead recieve a check of 650.00. I called GWG back on December [redacted] 2013 to go ahead and send the check, I was going to purchase a new phone. I had called several times to check on the progress of my check and the CSR kept telling me they would contact the "escalation desk" and I should hear from them in about 2 business days. As of Feburary [redacted] 2014, my check has been in prossesing and has stayed that way ever since. I have never been contacted from the "escalation desk" at all about my claim. I have called 5 times in the month of April and still no one from the "escalation desk" has contacted me nor has me check moved from "processing"Desired Settlement: I want my check for $650.00 immediately as well as $381.00 credit to my credit card (which in fact was not held and it was actually taken off) including intrest of 18% over 5 months due to a unreasonable amout of time waiting for the check, 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:

[Your Answer Here]

I have been patiently waiting for my check since December. There is a reasonable amount of time to wait, but, 5 going on 6 months is unacceptable. I have made numerous calls regarding my claim resulting in the same response. Nothing, no call back, no email. I want my check for the amount owing immediately as well as a credit to my credit card immediately as asked in my 1st complaint! Not to mention, I've had to wait almost a month for your response.

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/** via USPS from ** offices

Consumer

Response:

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

Sincerely,

Review: I filed a claim for my broken iPhone on May **, 2014. During the first call they told me it wouldn't be an issue at all, charged me a deductible of $179 and told me if they didn't have a replacement phone in stock they would send a cheque for the full value of the phone. They gave me a tracking number to check my claim online and advised that I should get my replacement phone within the week. I even agreed to put a $700 pre-authorized transaction on my phone for collateral so I could keep my phone while I waited for the replacement. A couple days go by and I see a message on my claim centre saying I needed to call the call centre, so I do and they tell me they didn't have a replacement phone, and ask if a cheque was fine. I told them yes, as I already agreed to that option if there wasn't a replacement during the first conversation. So they input that and told me the cheque should be on its way. It's almost been 3 months now and I've yet to receive anything... I call weekly and they say they can't do anything, but the cheque is being processed... I told them my claim centre has shown my claim as closed ever since they received my old phone and they told me "you can't really trust that for correct updates". Why have it then? The most concerning thing is that lately I've been getting a message saying "all circuits are busy now, please try again later" and just figured that a lot of people we're calling and yelling at them. However, I was checking online today to see if anyone else was having issues and someone posted that they disconnected their phone lines... I don't know if the company is going into receivership or something, but I want my money.Desired Settlement: I want my $850 cheque that was promised to me almost 3 months ago, I'd like my insurance payments to stop coming off my wireless bill, and I'd also like my $179 deductible back for having to go through this. I realize deductibles are required to use insurance, but every other insurance company I've ever dealt with is prompt and courteous. This company doesn't deserve my money for making me and hundreds, if not thousands of others based on complaints I've seen, go through all this. It's unacceptable, and they don't deserve our business.

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: Purchased Samsung Galaxy S4 on 8/*/14. Also purchased and prepaid for accidental damage warranty through Global Warranty Group on 8/*/13. Broke phone screen on 7/**/14. Made claim via phone on 7/**/14. A $301 hold for cross shipping a replacement phone and a $75 deductible charge was placed on my credit card at that time. Global Warranty Group stated a tracking number for my replacement phone would be provided in 24-48 hours. I called on 7/** to request a status update. GWG claims my phone was ordered but they do not know why I have not received it. They claimed they would escalate my claim to their escalation department for further research and I would be contacted within 48 hours. I never received a call back. I called again on 7/** as was told the same thing almost verbatim - escalation to their escalation department and I would receive a call back. I did not receive a call back. I called again on 7/** and again was told the same thing regarding escalation. I called again on 7/** and was told the same thing again. To date (8/*/14) I have not received a replacement phone from Global Warranty Group.Desired Settlement: The company has two options:

1) Overnight me a replacement phone per the terms of the warranty contract

or

2) Refund me my $75 deductible, remove the $301 hold on my credit card and refund me the cost of prepaying for their warranty services.

Review: I have a cell phone contract through [redacted] Mobility. My cell phone became damaged in April 2014. I call my cell phone provider and they told me I had to contact GWG insurance to put in a claim. April **, 2014 I called GWG and put in a claim for my damaged cell phone. At that time they provided me with a claim # [redacted]. GWG told me that they would need to take $381 out of my visa temporary until I mailed in my damaged phone and then they would reimburse me my $381 back onto my visa. They also said they would be mailing out my new cell phone soon.April **, I noticed on my online visa statement I was charged on, April **, 2014 $381 AND on April ** $100. So I called to ask why they withdrew that $100. GWG told me that was for putting in a claim. I was not explained that over the phone.Two weeks went by and I never received my new cell phone. So I called GWG to see what was going on. I was told that the Samsung Galaxy S3 was discontinued. GWG was going to give me a settlement pay out of $587.00 instead of a new cell phone. I told them I would hang on to my damaged cell phone until the settlement payment came in and then I would mail in my damaged phone.Two weeks went by... No cheque in the mail....I called and I was told that my cheque is coming but they didn't know when. I've call every week since April **, 2014 to see what the status on my cheque was. No one had any answers for me. I was just told that they would report that I called and was concern about my cheque. GWG kept telling me that my cheque would be coming soon. I also stated that I didn't think it was far that they had $481.oo taken from my visa that I couldnt used. GWG just said they would report it to their account team. And that someone would get back to me within 2 business days. No one call or emailed me.August **, 2014 I tryed calling GWG ###-###-####. This time is was different. It said all circuits are busy.August **, 2014 I call Jump.ca ( [redacted]) ###-###-#### and talked to a customer rep. I explained my whole story. The rep. informed me that GWG went out of business that's why I couldn't get a hold of them. [redacted] is now dealing with a new insurance company called Trisura.I then called my CIBC visa. Reported my $481 that was taken from my visa by GWG. A reference # was given to me [redacted].I'm asking for Visa to please help me receive my $481 back from GWG.My contact info. is [redacted] ###-###-#### or ###-###-#### [redacted]Desired Settlement: DesiredSettlementID: Refund

I want my $481 return to my Visa from GWG

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: 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: 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: GWG confirmed claim 10/**/13 after confirming receipt of ~$200 deductible 10/**/13. I accepted cash instead of a new phone because they said they were out of stock on new phones. I was originally not told a check would take 4-6 weeks. It is now 13 weeks later and I still do not have a check. Customer service is no help. I asked to speak to the [redacted] once and was on hold for a half hour before I had to drop for another call.Desired Settlement: I just want my check.

Business

Response:

Check #[redacted] for $650.00 was mailed out on

1/**/2014

Consumer

Response:

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

Sincerely,

Review: We purchased insurance on our daughter's cell phone from this warranty company at a cell phone store in [redacted]. The phone was destroyed in December 2013. We filed the insurance claim on 12/**/13. We were supposed to receive $550 less a $179 deductible. GWG immediately put through a new charge of $179 against my credit card on 12/**/13. For some reason, they lack the capability of just sending me a net check for $371. I have called them 5 times. I've been told that it took them from 12/** to 1/** to process the check and that they finally mailed it on 1/**/14. I was told it can take 7-9 business days for their checks to go from NY to NJ. It has now been 18 days and I still do not have it. I called today and the phone center rep told me she could not discuss the matter with me, but she could with my minor daughter despite the fact that I own the cell phones, am the insured party under the warranty and pay all the bills (Including the $179 they charged ME on my credit card for the deductible for the claim they never paid.)Desired Settlement: Pay me the $550 they owe me immediately.

Business

Response:

Check #[redacted] for $550.00 was mailed out on

1/**/2014

Consumer

Response:

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

Thank you for your help. The company did mail me the check they owed me and I received it 3 days ago.

Sincerely,

Review: In May 2012 I purchased an I Phone 4S for my son in Ottawa Ontario. I also purchased a Wireless Protection Program (initial cost $179) in case the phone was lost, stolen or broken. This protection program was for 2 years (until May 2014). In November 2013 (still within the 2 years) the speaker on the phone was not functioning properly. My son and I went to an IStore in [redacted] to confirm whether the phone was defective or whether my son accidentally changed a setting. The store confirmed the phone was defective. They offered to fix it for $200. We informed the that we had wireless protection program and that we would pursue that route. I contacted ProMobility by phone on November **, 2013 to make a claim. They told me to send the phone to them and asked me to pay the $179 deductible. I did both and ProMobility received the phone and my money on December *. A few days later they contacted me to say they couldn't replace the phone but they would send me a cheque for $600. It's been over 2 months. I am out over $350 and they have the phone. I have contacted them 5 or 6 times by phone and once by email. Each time I get a different answer. One time they said they were so busy issuing cheques, that there was a 2 week delay and I should receive it soon. Another time I spoke with them, I was told that they are not in the habit of issuing cheques, they usually replace phones and that I should have the cheque by the end of January. I have escalated this matter several times and I was told that the Accounting Dept or the Escalation Dept would contact me within 2 business days. No one ever calls me back. Since my son could not go 2 months without a phone, I had to purchase a new phone and plan. I have to wonder if this company really exists.

Product_Or_Service: Wireless Protection Program

Account_Number: ###-###-#### [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like ProMobility to send me my cheque for $600 immediately and by courier.

Business

Response:

check #[redacted] for $600.00 was sent out on 2/**/14

Consumer

Response:

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

I have not received the check. I had asked that it be sent via courier. If it had been sent that way, I would have received it by now. Until I receive this check, the matter is not closed.

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 find that this resolution is satisfactory to me and the matter has been resolved.

Please close my complaint against Global Warranty. I received the cheque today.

Thanks for your help. It’s appreciated.

Sincerely,

Review: I am writing to file a formal complaint with your company, Global Warranty Group. I have called the Claims Department multiple times requesting a status on my claim, and have not gotten a follow up call as requested. Below is a timeline surrounding my claim:

11/**/2013 – I filed a claim for my damaged iPhone 5. Provided a credit card number and gave authorization to put a hold on my card so a replacement phone could be sent immediately.

12/*/2013 – Called to inquire on status of the replacement phone which should have been mailed but per the website, was not. I was told that your company did not have the iPhone 5 in stock, therefore they could send me a reimbursement check. Accepted check and was told a reimbursement check for $550 would be mailed within 6-8 weeks.

1/*/2014 – Called to inquire on status of reimbursement check status. Was told by [redacted] in the claims department, that someone from the escalation department would contact me within 1-2 business days with an update. Response from GWG not received.

2/**/2014 – Second call to inquire on status of reimbursement check status. Explained to [redacted] that I did not receive a call back from escalation back in January as I requested. I was told by [redacted] that she would submit another request to the escalation department and someone would call me back within 1-2 business days. Response from GWG not received.

3/*/2014 – Third follow up call to inquire on reimbursement check status and to advise I had not received a call from the escalation department. Justin transferred me to a [redacted] explained that the only thing he could do was to submit yet another request to the escalation department requesting they provide a “courtesy call” to me with an update. I told [redacted] that I wanted to speak to someone who could provide resolution but was told that there was no one else I could speak with regarding this issue. Advised him I would be submitting a formal complaint as well as contacting the Revdex.com in Oregon, Ohio and New York regarding this matter. Requested someone call me back by 9am EST on 3/*/2014. Advised I would continue to call until I got a resolution.

3/*/2014 – Fourth follow up call to the Claims Department as no one had, yet again, called me back regarding my claim. Spoke to [redacted], and [redacted] who again informed me the only action they could take was to submit yet ANOTHER request to the escalation department to check on the status of my claim. Advised I would continue to call every hour until someone returned my phone call.

As you can see, I have called multiple times just trying to merely get a status on my claim. Each and every time I call, the only action taken is to send an email/electronic request to the escalation department which is obviously incompetent of returning phone calls. I have asked for the [redacted] name, and was told by the claims area that they did not have that information. I was also told that the claims area did not have a contact or phone number for someone on the escalation department and that all interaction through them is electronic. The Claims Department is not capable of answering my questions and it has been 3 months since I originally submitted my claim for a damaged cell phone. The poor customer service and failure to return phone calls makes me question the integrity of this company.

Thank you for any assistance you can provide in this matter.Desired Settlement: I would like the payment owed to me, in the amount of $550, overnighted to my home address no later than Monday March **, 2014 and a phone call from a [redacted] at Global Warranty Group providing an explanation of why there was a delay in getting this payment to me and why there have been absolutely no responses to my previous 4 inquiries regarding my claim.

Business

Response:

called customer and verified address and told we are overnighting check 3/*/14 to her, I have also refunded the ded of $179.00

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: -Purchased a Warranty for Wireless Phone through Rogers (service provider) The warranty states a new phone or full replacement value.

-Phone is broken called to file the claim on Feb [redacted], 2014 the on Feb [redacted] a person called and offered a $300.00 cheque claiming that my model phone was no longer available (same thing they seem to tell many). Even though I was -told originally they had two in stock. In addition the local store had them. The amount is not acceptable as the contract clearly states "full replacement value" which was $649.99 and the warranty cost was $124.99 on top of that.

-I have called now 6 different times with various speeches etc., I discovered on Feb [redacted], 2014 after reading about numerous complaints with reference to this company that a hold of $381.00 + $45.00 had been placed on my credit card.

-No one has called me back at all from this company with the exception of the 1 person offering a ridiculous amount of money.

-The company tries to tell you all these other terms etc., that are not stated on the two page contract you are provided at time of purchase it clearly says "2 Year Replacement Program Coverage up to $1300.00 and says "NEW" under replacement.Desired Settlement: That the company honors the contract that I paid for and either give me a Brand "NEW" phone or authorize a Rogers dealer in my area to provide me with the Motorola RAZR or the HD version or a Samsung Galaxy 4 free of charge. Only charging the $65.00 deductible that is states on my contract.

If not the second option would be to send me a cheque in the amount of $649.99 which is what I paid for the phone.

That the HOLD on my credit card be removed immediately with the exception of the deductible provided that they are sending me a new phone.

When I receive a new phone or a cheque in the amount requested I will then return the broken phone to them not the other way around as too many people have done this and are still trying to recover either a new phone or their money.

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 find that this resolution is satisfactory to me and the matter has been resolved.

However, I have not received the cheque that the apparently sent out on March [redacted], 2014 therefore I would like to keep the complaint open to make sure I do in fact receive the cheque.

Thanks

Sincerely,

Review: I sent my 32gb I-Phone 5s in about 3 months ago , When I sent my phone in a $180.00 deductible was charged , I was told I would receive my replacement phone within 1 week and they gave me a tracking number that DID NOT work. When I called the first time , they told me that my phone was not in stock and instead I would be receiving a check for $750.00 because that's how much the phone is worth. 2 weeks later , no check and no phone calls, I called again and they said they would tell the escalation team and add that this was the 2nd time I called and should receive a phone call in 24-48 hours. AGAIN no phone call. I am now on my 7th time calling and all they keep telling me is that it's still being processed and that they will tell their escalation team that i've been constantly calling and waiting 3 months.Desired Settlement: I would like the check for $750.00 that they promised me for my replacement phone sent out A.S.A.P and I would also like to be refunded the $180.00 deductible that was charged when I sent out my phone . Please and Thank You.

Business

Response:

check #[redacted] for $750.00 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 had coverage on an HTC Droid DNA, which I exercised for a cracked screen. GWG replaced the DNA as promised, but sent me a defective unit. I returned the defective unit to GWG, but they ran out of their stock of DNA replacement units, so they offered me a $500 check. I accepted this as a replacement in January but have not heard or received anything from GWG since. I have called numerous times, only to be "escalated" and told that the accounting division was overwhelmed but that the check would be coming some time. This process has cost me an exorbitant amount of time and frustration. I hope this situation can be rectified quickly. Please reach out to me if there is anything I can do to expedite this process.Desired Settlement: I desire a prompt issuance of my $500 check.

Business

Response:

check #[redacted] for $500.00 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,