Global Warranty Group

Review: My contract with GWG involved a protection plan for a mobile phone. When mine needed replacement after one year the phone manufacturer no longer carried that particular version. GWG indicated in October of 2013 that a check for $528 would be mailed instead. That was acceptable to me and I replaced my phone out of pocket. I was told the check would be mailed that month to cover my direct costs to finance a replacement phone. The check never comes. Every month I phone the call center and I receive an apology and commitment to send it that month. This has happened 5 times. The call center is severed from corporate and they claim they can't get any visibility or response from corporate. Even the "advanced care staff" is not empowered to honor its commitments or provide any useful information. On my own I phoned the corporate offices after 6 months and was finally put through to an escalations representative. The commitment was again made to send the check. This is now 5 or 6 commitments by GWG staff that have not been honored. I've been carrying the new phone balance on my personal credit card. GWG is always reassuring that it is diligently working on the check issue with its accounting department, and yet it never has executed on its commitment. We are now at 6 months that GWG is owing me a check under the terms of our contract. This is absurd, to say the least, and highly unprofessional. Enough stories. It's time for action for GWG. It's shameful that it takes a complaint to the Revdex.com to get action (assuming this leads to a resolution).Desired Settlement: Send the check that GWG has committed to sending every month for six months. Enough talk - send my money now please.

A secondary desire is for GWG to do some self analysis of its business practices. Its front line staff are not given access to information and are not empowered to give adequate customer service. The call center staff are openly frustrated with their own company. It's unprofessional to treat employees this way - the leadership group at GWG is clearly ineffective.

Business

Response:

check #[redacted] for $525 sent 4/*/14

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted].

While my level of trust in this company is extremely low, I will take the confirmation of check shipment at face value. I expect I should receive it within a week, otherwise I will need to re-file a complaint. It is utterly absurd that after all the hours wasted with the companies customer service center all it really takes is one complaint to the Revdex.com to get action. Thank you very much Revdex.com.

Sincerely,

Review: I bought the warranty through a [redacted] retail store. My Motorola Droid Maxx broke. I called them, they took $95 deductible and a $275 "deposit" on my credit card for me to get a new phone. I heard nothing back for 2 weeks. Called them and they said "we want to give you $550 because we can't find a replacement phone for you". They said to wait till I get the check before sending in my old phone. One month later nothing, I call back they say, "we're processing your check, have no idea how long it will take". I check my claim status online and it says "You elected to place a hold on your credit card and have the replacement phone shipped in advance of you sending in the broken phone. We must receive your broken phone within 30 days of the claim date, or your Credit Card will be charged. To date we have not received your broken phone at the designated repair center". So basically they are trying to keep all my money ("deposit and deductible") and have not sent a check as per their agreement with me.

These issues stem back to early March. After multiple phone calls, this issue has yet to be resolved (4 months later).Desired Settlement: I would like to receive the $550 check that I was promised and a full refund of my $275" deposit".

Business

Response:

check #[redacted] for $550.00 sent 6/**

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: A claim was filed with the company on 2/**/2014 for a malfunctioning Samsung Galaxy Note 2. I paid my deductible of $90.00 on that date. After being notified that a replacement phone was unavailable, I accepted the option of a check for $550, the value of the device. I returned my device with the provided label (sent to the [redacted] office directly) and awaited my check. After a few weeks I called to follow up and was told my claim was accepted and was sent to accounting for a check to be issued, this status has not changed since. I have called regularly to follow up (almost weekly) and requested numerous follow up calls with no avail. The customer service representatives are always very sweet and apologetic, but there is never anyone else available to speak to above them.Desired Settlement: It has now been over 3 months since filing the claim, paying a deductible, and sending my mobile device in, and I have received nothing. I have already purchased a new device with my own funds because I could not be without a phone in the time it would take to receive my payment. I simply want my check for $550, nothing more, nothing less. I have already looked into legal options, including filing a civil suit based on the huge number of complaints received against this organization. If this issue isn't resolved soon, I will have no choice but to take further action.

Business

Response:

check #[redacted] for $550.00 sent 7/*/14 via USPS

Consumer

Response:

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

Sincerely,

Review: To whom this concerns,

Last year I purchased a third party warranty with GWG at a Bell Canada Outlet store. I bought the 2 year warranty program for a Samsung I747 Galaxy SIII, 16GB, Blue.

My first experience calling the warranty group for a replacement, I was told that my warranty was for an iPhone (which I do not have). After discovering there was an error with the process it was rectified, and changed to a Samsung tablet warranty (which I do not have). After making several trips to and from the outlet store and calling the warranty group to get this resolved, I was told the situation was fixed (Jan 2012). On Friday November *, 2013 I made another claim as I broke my screen. On the Monday I received a call saying there was an error with my order and that a tablet was again ordered. On my first call with GWG, I notified the customer service representative of the issue I had last year. The rep. confirmed my order in detail with product description for my SIII, and everything was seemed accurate. Wrong, nothing from the first incident was ever fixed! I after called the Bell Outlet store to see what the issue was, whom instructed me to call GWG to resolve. After calling GWG I was told to call the Bell outlet store to resolve. After allocating more of my time, I had to leave my house to find a scanner and send my original document to GWG. The order to my knowledge has been fixed "again" as of today.

I am the customer, I should not be running around trying to dispute the communication between the retailer and the warranty supplier. I am very upset with the service and communication I have been provided with on both Bell and GWG sides.

Aside from the servicing, advertising/pricing of contract is also in question:

In addition I was not notified at all about the new increase in charge of replacement of the second phone. I was notified that the charge would be $99 not $135 when I purchased and signed the contract.

For tracking purposed my original purchase order is: 194069 with GWGDesired Settlement: I do not want to pay the $135, as it was not agreed upon on purchase of the contract.

Business

Response:

The contract was incomplete when the dealer sent it over to us so we needed proof of purchase to ensure the correct device was on contract. As for the deductible was supposed to be $95 but due to error on dealer's part it charged $135. I refunded the $40 difference once the customer service agent notified us of the error on 11/**/13. You will see that refund within 3-5 business days. The replacement device is ready for pick up at R U Communicating where the customer purchased the device reference po#[redacted].

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.

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: 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: I purchased wireless protection insurance through Global Warranty Group LLC. January **, 2014 I submitted a claim and was told they do not have the phone model available any more. The representative by the name of [redacted], told me I would be receiving a check of $650.00 instead of a replacement phone. It has now been almost two months and I have received no compensation. I have tried calling customer service, only to be told they cannot tell me if or when I will receive the $650.00 check for my broken phone.I paid and signed a contract for a service. A service that I believe is trying to scam myself and many others.Desired Settlement: I want Global Warranty Group to honor their contract with me and send the $650.00 check. I have spent hours on the phone and have had to attempt to use a broken cell phone for almost 2 months. I believe I am entitled to more, however wish to just receive compensation for the broken phone.

Business

Response:

check #[redacted] for $550.00 sent out of our ** offices 3/**/14

Review: For the past month I have been put in a holding pattern by Global Warranty Group / Wireless Protection Program.

My iPhone 5 sustained water damage on February ** and I immediately filed a claim with the Wireless Protection Program. It should be noted that they successfully replaced a phone of mine back in September with a broken screen, and I was more than happy to continue to insure my phone with the company.

On February **, I was notified by the company that they no longer replace the iPhone 5, and in place of a refurbished phone they would send me a check for $550 (the retail value of the iPhone 5) so I could buy a replacement iPhone 5S from Apple (for $706).

I agreed to these terms, and they immediately charged me their standard $179 deductible. I was told that once I sent them (1) the broken phone, (2) the serial number and (3) the IMEI number as proof of purchase of my new phone, they would send me the $550 check.

On February **, I bought the new iPhone 5S, and mailed them the broken phone. Within 3 days I received confirmation that they had received the broken phone, so I emailed them the receipt, serial number and IMEI number as proof of purchase. Below are the UPS tracking number that was the confirmed delivery to Wireless Protection Program, along with the Serial Number and IMEI Numbers as proof of purchase of the new phone:

UPS Tracking # for broken phone: [redacted]

IMEI # for new phone: [redacted] Serial # for new phone: [redacted] On March **, I received an email from [redacted] (Escalation Representative) requesting my proof of purchase again. She also at this point told me that the check was in the process of getting approved by the accounting department. I re-sent my proof of purchase and waited patiently for two weeks.

On March **, I sent an email to [redacted] (the email address that [redacted] had emailed me from), requesting any updates on my payment.

I waited for 2 days for a response, at which point I called Customer Service at [redacted]. I asked if there was any ETA or updates that could be provided regarding my check. They said that Customer Service has no information regarding checks, and that any delays were caused by the fact that Global Warranty Group is not prepared to send out checks (they just replace phones, which is ironic because they could not replace my iPhone which is probably the most popular phone in the United States). Customer Service told me they would put in a message to the Escalations Department, and that Escalations would contact me within 24-48 hours.

I waited 48 hours, but heard nothing, so I called back. I was given the same answer, that the only people that have information regarding checks is the Escalations Department, and that nobody on the Customer Service side of the company has ANY WAY of directly contacting the Escalations Department. They are not even based in the same state.

I waited another 48 hours, and called back. At this point, this was a week ago, and I have called or emailed the Global Warranty Group every day and received no response.

Yesterday (April [redacted] I did some research and found dozens of nearly identical complaints from Consumer Affairs. At this point, I called one last time, notifying them that if the Escalations Department did not contact me in the standard 24-48 hours that they have promised to do seven times already, I would file a report with the Revdex.com.

$550 is a lot of money. Regardless, if Global Warranty Group had told me from the beginning that it would take over a month to send me my check I would have been OK with it. However, they demanded my broken phone be returned to them within 30 days (and they could hold me to it by putting a $699 hold on my credit card) and I would expect that they could operate in a similar time frame even if they are not “prepared” to write checks to customers.Desired Settlement: I just want my check for $550 and until they are ready to deliver this check, an ETA on the check.

Business

Response:

check #[redacted] for $550.00 sent USPS out of our ** offices on 4/**/14

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: 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: I purchased warranty coverage from a [redacted] in [redacted] I paid 190$ to cover my phone in case of loss damage or theft

I lost my phone in December so Made a Claim.

They offered me a check in the amount of 850$ instead of a new phone

Been getting the run around ever since and NO CHECK

ON TOP OF THat they charged me another 189USD deductible to complete my claim

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:

Received the same email as before that they are working on issuing a check. The status check page they have for my complaint says it was open and the closed in 5 days. Feb [redacted]. STILL nothing

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

Sincerely,

Business

Response:

check #[redacted] for $850.00 sent 6/**

Review: I filed a claim in early February 2014 for the replacement of damaged cell phone. I was given a claim number and told a replacement phone was being shipped out within a week. Several weeks and calls later I was informed that model phone was no longer available and a $600 cheque was being sent in lieu of a phone. To make a very long and frustrating story short, it is now April **, 2014 and I am yet to receive anything from this company. I have called the phone number provided with the policy many times, and it is always the same answer, "The cheque is being processed, you should receive soon". This company was very quick to process the deductible payment, yet fails to deliver on its policy. It is very hard to believe that this is a delay in processing and not a total scam as many online posts have portrayed.Desired Settlement: I feel this delay in payment is intentional and all I am asking is that the $600 cheque that I have been promised be sent out 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:

We still have not received payment.

Thanks

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

Sincerely,

Business

Response:

check #[redacted] for $600.00 sent 7/** via USPS from ** offices

Review: I purchased wireless protection insurance for my IPhone 5 with Global Warranty Group approximately 6 months ago. This insurance covers me in the event of damage or loss of my phone. Unfortunately my phone was not functioning and I needed a replacement. I contacted Global and they advised me to purchase another phone and they would reimburse the cost for $650.00. I also needed to send them my broken phone, which I did. They assured my that I would received my reimbursement cheque within a few days. It has been almost two months and still no cheque. I have called uncountable times to inquire and every time I am connected with a call center. The call center can not provide any details with regards to my cheque and can only send an email escalation to their refund deptartment. I can not speak with a supervisor or any one else to get information. They tell my my cheque with be coming but they cant tell me when. I have no other recourse but to wait and hope that the payment is sent. I am not sure that the payment will ever be sent!! I have done some other research and have discovered that this is common practice for this company, that other people have had the same problem and also filed complaints with the Revdex.com.Desired Settlement: All I want is the cheque of $650.00 to be sent to me. I purchased the insurance in good faith and expect the same from this company. I would also like other consumers to beware of this company.

Business

Response:

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

Review: I purchased insurance on my Samsung Galaxy S3 through GWG insurance when I bought the phone from my wireless provider. The phone was damaged and so I submitted a claim on March **, 2014. Initially they failed to contact me to inform me that they would not actually replace my phone but wanted a send me a check instead. After two weeks I contacted them to find out where my phone was and was told about this offer for the first time. I agreed to it and so purchased a new phone out of pocket and sent them my old phone by early April. I have still not received my check from them and as of May **, 2014 have phoned them three or more times and each time was told they are not used to writing checks and there are delays in their accounting department but that they would 'escalate' my claim. Their agents offered no way for me to speak to a manager or someone from their accounting department to get a more precise date of delivery of my check. This seems to be a consistent problem with this company as my history is identical to numerous other complaints found on the consumer affairs website: ([redacted]).Desired Settlement: Not only do I feel this business should have their membership in the Revdex.com revoke as they appear to be running a scam, but I would like a formal apology from a company manager, as well as my check to be delivered immediately. In addition I have had to pay interest on my credit card on the purchase cost of my new phone because they failed to fulfill their contractual agreement to replace it and then failed to reimburse me for it in a timely manner and I expect to be reimbursed the interest that I have paid ($21.23) thus far because of their holding of my money.

Consumer

Response:

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

Sincerely,

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: 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 purchased an iPhone 2 Year Accidental Damage Device Insurance from [redacted] on July **, 2013. I called Global Warranty Group (GWG) customer service (GWG handles [redacted] claims) and filed a claim with on Tuesday, 6/**/14, for my black, 16gb iPhone 4S as it had a cracked screen and was no longer functioning. I was told my replacement phone would ship in 1-2 business days. I paid the $50.00 deductible and authorized a $301.00 hold on my debit card to expedite my replacement phone's shipment to me. GWG's customer service representative directed me to check the following website, [redacted], for updates and currently my phone is not showing as shipped 3 days after I authorized that hold on my card. GWG did immediately charge my card the $50.00 deductible as well as place the $301.00 hold on my card.

After not receiving my phone within the 1-2 business days time frame, I called GWG's customer service on 6/**/14 and the representative escalated the claim and I was told I'd receive a phone call with an explanation of where my replacement phone was. I did not receive the promised phone call and I called again that evening and was told by a GWC representative that sometimes replacement phones ship without updating on the [redacted] website. I then called and left a voice mail for the GWC Customer Experience [redacted]. I then immediately emailed her directly to ask where my phone was and when I could expect it.

The GWC Customer Experience [redacted] replied to my email 9 mins. later telling me they were trying to secure an inventory of iPhone 4s and "We should have an update for you by first of next week." Not only had my phone not been shipped, but GWC did not even have the replacement phone in stock and only hoped to be able to have "an update" at the beginning of the following week, 6 days after I initially filed my claim. It is completely unacceptable that a warranty company has not sent me a replacement phone yet and cannot even tell me when I will receive it until the beginning of next week. I replied to the GWC Customer Experience [redacted]'s email detailing my concerns. I also cc'ed GWC's [redacted] of Operations, [redacted], and [redacted]. I asked for the following from GWC: a guarantee, with a shipping #, that my phone would be shipped or arrive at my home today, June **, 2014, or that a check in the amount of $595.00, the price I paid for my iPhone 4S, will be sent to me today. I requested that the hold of $301.00 be lifted from my debit card. None of the 4 GWC addressees on the email have responded to me as of 1:00 pm today, Friday, June [redacted].

After checking [redacted] for an update on my phone and finding no new information, I again called GWG's customer service line at 9:15 a.m. I was then told by the customer service representative that the iPhone 4S were on back order. The GWG rep. could not tell me how long the phones have been on back order or when GWG would take inventory of the phone to then ship me a replacement. At my request the customer service representative escalated my question to their warehouse and she told me it would be 1-2 business days before the warehouse could give me even an estimate of a delivery date.

Global Warranty's website ([redacted]) claims "Replacement phones shipped within 24-48 hours" which my situation shows to be misleading at best. The complete lack of answers, returned phone calls/emails, and misleading promises by GWG of an expedited process have left a profound distaste in my mouth for this. I have never received such a runaround on an electronics warranty issue.Desired Settlement: I want the $301.00 charge lifted from my card and I want a check for $549.00 sent to me immediately so I can replace my 16gb iPhone 4s with an iPhone of the same capacity (Straight Talk is no longer selling the 16gb iPhone 4S, and is only carrying the 8gb iPhone 4s).

Review: On approximately March **, 2014 My son accidently dropped his cell phone. The screen broke. I phoned [redacted](where we bought the phone, Samsung Galaxy Rugby LTE) They instructed me to contact Global Warrenty Group to file a claim.

I did so. They recommended that I send the phone to [redacted]. Ihave a receipt from Canada Post stating that it was shipped on March **, 2014. I spoke to GWG on March ** or ** and confirmed the phone arrived. Since then I have made numerous phone calls trying to determine when the cheque for my claim will be sent to me. Each time I phone all I am told from the Customer Service people is that they will esscalate my

request. I have also requested to speak to a supervisor or manager; and was told all they could do was transfer me to the Advanced care team but they have the same information as the ones I was talking to. It is now going on 4 months and I

still have not received payment on my claim. I don't beleive this should have taken so long.Desired Settlement: Being that this claim has been outstanding for this length of time; I would like to see a prompt refund check. I am hoping that you are able to help me with this matter.

Review: Company representative from the escalation team has yet to contact me as I have requested on many occasions. The agreement with this company said that they would issue me a replacent phone within a 48 hr period. They were no longer able to get me the phone I purchased so they offered me a cheque on May **, 2014. It is now July **, 2014 and the cheque that was supposed to be sent to me within 7 business days has not been processed by their offices. I have requested a call to resolve this issue from the escalation department as I was informed they were the only department that could handle this issue on numerous occasions and was informed that I should hear from them within 48 hrs. I have also requested via email that someone call me. Still I have yet to speak with anyone. I paid over $200 initially for this program get in contact with me. I have gone and purchased a new phone on my credit card under the impression that these funds would have been in my possession in a appropriate amount of time. I am now getting charges monthly for interest on the amount of $750 and have also paid this company an additional $179 to process my claim. I just want what was promised to meDesired Settlement: I want the funds that were promised. A call to have a date that they will be in my hands. And if longer then 1 week the interest on the balance.