ProtectCell

To whom it may concern,Please see member account history below · 2/23/2013- Ramajla [redacted] purchased a ProtectCELL Complete-Premium-year Payment plan from Z Wireless Inc · 8/23/2014- Member called to process a request for a replacement The representative informed the member of the administrative fee of required to process the request The member became very augmentative regarding the replacement process and fees Member then elected to cancel her ProtectCELL Plan Agent advised the member she would receive a pro-rata refund of $minus a $processing fee · 8/23/2014- Member called back in to reconnect her plan Per request of the member, the call was transfer to for additional information regarding the benefits of ProtectCELL, and to have her plan reactivated Agent explained the process of reactivating to the member The member became very combativeThe Agent disconnected the call after warning the member that continuing with abusive language would result in the call being disconnected · 8/23/2014- Member called in to ProtectCELLThe ProtectCELL representative explained the request process, the administrative fees, and processed an escalation email for a supervisor follow up with plan reactivation · 9/8/2014- Member called into the BCC and spoke with and agent regarding a refund amount Member received refund of She was informed she would receive $ The representative explained the $processing fee The member requested to speak to a supervisor and was connected to a supervisor who also explained the refund and the amount of the processing fee the member The member then disconnected ProtectCELL makes every effort at the point of sale to educate our members on the process of making a request for a replacement, fees, and the benefits of our plans Due to her dissatisfaction, I have authorized an additional $refund to negate the fee A call to inform the member of the refund check being mailed has yet to be returned.Thank you, [redacted] Contact Center Director [redacted]

To whom it may concern,Although this complaint seems better suited to the company that sold the plan incorrectly, we have since fully addressed with our memberI personally spoke with [redacted] and offered several options to remedy her situationUltimately [redacted] elected to receive a full refund.Internally, we track complaints against companies who sell our products Companies found to repeatedly have issues are penalized financially and ultimately may have authorization to sell our products revoked.I was happy to resolve for [redacted] and hope that she'll reach out to us directly if we can ever provide protection for one of her devices.Thank you, [redacted] Contact Center Director [redacted]

I don't believe the response was intended for me, the name [redacted] was mentioned several times, who is unknowing to me[A default letter is provided here which indicates your rejection of the business's offer Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of why I am rejecting this offer appear below: [You must provide details of why you are not satisfied with this resolutionPlease type details here:] Regards, [redacted] ***

To whom it may concern,Please see account history below.7/24/2012- [redacted] purchased a year ProtectCELL Complete- Premium plan for her iPhone 4s 16GB from Mybullfrog.com All administration fees are clearly stated before purchasing the plan 8/15/2014- Member processed an online request for a ProtectCELL replacement due to her iPhone 4s freezing and button issues 8/15/2014-The member called the and spoke with an agent to process the request The member was explained the request process and fee for a replacement The member was dissatisfied with the administrative fee, and the inability to process to request on an expired plan 8/16/2014- An agent reviewed the canceled request and forwarded to management for further review 8/17/2014- ProtectCELL Manager, reviewed the requestManager documented plan cancellation status due to expiration As courtesy, ProtectCELL management contacted the member to state that we would make an exception and allow the member to move forward with a request despite the plan being expired and having no coverage 9/3/2014- Agent cancelled the pending request after member had yet to pay the administration fee The administration fees are well documented on all marketing material ProtectCELL also provided the member with all plan information, as well as terms and conditions, on the day of purchase ProtectCELL attempted to accommodate [redacted] by approving her to process a request for a replacement although the plan had expiredThe member did not follow up to pay the fee to complete the process Thank you, [redacted] ***Contact Center Director [redacted]

Fortegra Financial
[redacted]Director of Call Center Operations
[redacted]
Jacksonville, FL 32256
 
August 8, 2016
Revdex.com
[redacted]
26777 Central Park Blvd Suite 100
Southfield, MI 48076
 
Re: Complaint ID...

[redacted]
 
 
To Whom It May Concern:
 
On November 1, 2014, [redacted] purchased a ProtectCELL Premium- Monthly Payment Plan- for a [redacted] Apple IPhone 5C phone.  The plan offers her replacement options in the case of theft, loss and damage.  There is an administrative fee to process a replacement request. ProtectCELL will send the same make and model device coupled with a 1year warranty.
 
Our records indicate on 4/1/2016, [redacted] called to cancel the ProtectCELL plan.  Our customer service representative informed [redacted], the account holder listed on the plan, is required to contact ProtectCELL for the cancelation request.  Mr. [redacted] stated he would have her call back within the week.  No further contact from customer was received to fulfill the request.
 
ProtectCELL sincerely apologizes for any inconvenience the process cancelation has caused Mr. [redacted].  We are dismayed by comments expressed of being “bamboozled” into signing up for our product.  Our records indicate [redacted] purchased the plan. The process of verification important to protecting our customer information. Unfortunately, [redacted] is not defined as the member on the ProtectCELL plan.  As a courtesy, we have canceled the plan to avoid further escalation and frustration.
ProtectCELL monthly plan cancelations are non-refundable. 
 
Feel free to contact us if additional information is required.
 
Thank you,
 
[redacted]
Contact Center Assistant Manager
DIRECT###-###-#### ext 314|FAX ###-###-####
FACEBOOKfacebook.com/Fortegra
TWITTER@Fortegra

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

[redacted]Director of Call Center Operations[redacted]Building 100, Suite [redacted], FL 32256  September 28, 2015Revdex.com[redacted] Suite 100[redacted], MI 48076 Re: Complaint ID [redacted]...

ProtectCELL  To whom it may concern: On September 28, 2015, ProtectCELL reached out to [redacted] to address her concerns regarding her request for refund.  The member was not available, so a return contact number was left by management offering assistance toward a resolution.  We apologized for any inconvenience this issue has caused and want to assist with a quick resolution.  Our ProtectCELL warehouse records indicate only one device was returned and inspected from [redacted].  Furthermore, additional investigation concluded on 8/7/2015 only one replacement device was confirmed received.  Our refund process require all ProtectCELL replacement devices are returned and inspected for damage.  We look forward to resolving this issue and once again sincerely apologized for the inconvenience and confusion this issue may have caused.  A customer service supervisor will attempt to reach out again to you in 24 hours for additional information.   Sincerely,  [redacted] Contact Center Assistant Manager DIRECT ###-###-#### ext 314| FAX ###-###-#### FACEBOOK facebook.com/Fortegra TWITTER @Fortegra

To whom it may concern,There was indeed an administrative error when the plans were processed by the 3rd party agent that assisted the member in purchasing. We apologize for those issues, but we were happy to fully refund the member on 10/25/14.This is the resolution requested by the member and has...

been completed. Our apologies again for the error and hope to have the chance to directly earn your business in the future.

To whom it may concern,Although this complaint seems better suited to the company that sold the plan incorrectly, we have since fully addressed with our member. I personally spoke with [redacted] and offered several options to remedy her situation. Ultimately [redacted] elected to receive a full...

refund.Internally, we track complaints against companies who sell our products.  Companies found to repeatedly have issues are penalized financially and ultimately may have authorization to sell our products revoked.I was happy to resolve for [redacted] and hope that she'll reach out to us directly if we can ever provide protection for one of her devices.Thank you,[redacted]
Contact
Center Director
 
[redacted] [redacted]
[redacted] [redacted]

Fortegra Financial[redacted]Director of Call Center Operations[redacted], FL 32256  August 5, 2015Revdex.com[redacted] MI 48076 Re: Complaint ID [redacted]...

  To whom it may concern: On August 4, 2015, ProtectCELL Customer Service attempted to contact [redacted] regarding the location of her Buy back refund check.  The member was unavailable, so a message was left to inform her of the Buyback refund check status. Due to an invalid address, the postal service returned the refund check to our offices. After further investigation of the members address information, an apartment number was missing.  The information has been corrected by our Fotegra Accounting team and the refund was mailed August 4, 2015. Please allow 3-5 business day for the arrival of your refund of $162.00.   We sincerely apologize for any inconvenience this issue has caused.  Feel free to follow up with Customer Service department if additional information regarding this matter is required. Sincerely,  [redacted] Contact Center Assistant Manager DIRECT ###-###-#### ext 314| FAX ###-###-#### FACEBOOK facebook.com/Fortegra TWITTER @Fortegra

[A default letter is provided here which indicates your rejection of the business's response. 
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
I am not satisfied with this BC they never tried to contact me again if this was a great company they would call again and care about the happiness of their customers. As you can see they do no. I did send them all the info about the exchange its not my fault the supervisor I submitted it to lost some of my information.  I want my money back for this plan and I will be on my way. I had this company before and they always took café of me I don't know what the big deal is now. I don't have the receipt because the phone was not bought and they don't understand that. 
Regards,
[redacted]

I don't believe the response was intended for me, the name [redacted] was mentioned several times, who is unknowing to me. [A default letter is provided here which indicates your rejection of the business's offer. 
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this offer appear below:
[You must provide details of why you are not satisfied with this resolution. Please type details here:]
Regards,
[redacted]

Fortegra Financial[redacted]Director of Call Center Operations[redacted] FL 32256  August 13, 2015Revdex.com[redacted] Re: Complaint ID [redacted]-[redacted]...

[redacted]  To whom it may concern: On August 13, 2015, ProtectCELL Customer Service contacted [redacted] to address her concerns regarding her ProtectCELL customer service experience.  We apologized for the inconvenience caused from having a dysfunctional replacement device, and listened to feedback regarding our product and services.  Our friendly client service agent explained in detail our replacement process and fees.  As a courtesy, we offered the Mrs. [redacted] a refund of $50.00 for her inconvenience, and assisted her with processing another warranty replacement request, in which we upgraded her phone model.   The member was satisfied with this resolution. Feel free to contact me if additional information is required.    Sincerely,  [redacted] Contact Center Assistant Manager DIRECT ###-###-#### ext [redacted]| FAX ###-###-#### FACEBOOK facebook.com/Fortegra TWITTER @Fortegra

[A default letter is provided here which indicates your rejection of the business's response. 
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:I only advised the customer service representative that I would take legal action because she was extremely combative over the phone.  What they fail to indicate in their response, is that I called back about an hour later and spoke with [redacted] (customer service rep) and then her supervisor, [redacted], both were very helpful.  I was told that the color was not guaranteed, however I reviewed the materials provided to me when I signed up and no where does it mention that I would receive a different color.  Also, I was told via chat, which I have saved a copy, that the phone that was shipped to me was an iPhone 6S in gold.  I explained that if I accepted the Space Gray phone I would not be able to upgrade my phone come November 2016 with [redacted] as it has to be the same color.  This had nothing to do with me being upset over a color but rather potentially having to pay $650.00 later when it is time to upgrade.  Also, I was promised the phone that Thursday and I only received the phone on Saturday morning when I showed up at the FedEx station to get the phone myself.  This whole process has taken up at least 8 hours of my time.  They claim "no hassle" everywhere, but that is far from the truth.  Also, the phone they sent to me (and I have tons of photos of it) was not in acceptable condition and certainly not what I pay for and expect in return.  I am now going to be forced to pay to have my screen fixed elsewhere and I'm going to have to find another cell phone insurance plan for both of my cell phones, which is going to add to my expenses.  I would like to have all of the fees I have paid reimbursed along with my time and the cost to have the screen fixed elsewhere.Thank you.
[You must provide details of why you are not satisfied with this resolution. Please type details here:]
Regards,
[redacted]

[A default letter is provided here which indicates your rejection of the business's response. 
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
[You must provide details of why you are not satisfied with this resolution. Please type details here:]
I appreciate the fact that ProtectCell is cancelling the account, but some of their facts are wrong. I was the one who actually signed up for ProtectCell, and it was on September 1, not November 1, 2014. [redacted] records show that that's when we obtained the phone. Because I had signed up, I had been able to access my daughter's account online--until suddenly I wasn't. And yes, I called in April of this year, and at that point received my first notice that my wife, rather than me, was [now] listed as the account holder. She had no knowledge of this when I told her, and it's true that we never called back. Even though we both work at home, she's very busy running our company, and frankly I had a lot of inertia about trying to get everything to line up: a time when I could call, when I would be able to reach someone at ProtectCell, and when she'd be available to talk. So I guess that, if ProtectCell now cancels the account, I can just move on w/ my life and write off the loss, but the whole thing did leave a pretty bad taste in my mouth.Regards,
[redacted]

[redacted]Director of Call Center Operations[redacted] Suite 500[redacted] FL 32256  September 9, 2015Revdex.com[redacted] Suite 100[redacted], MI 48076 Re: Complaint ID [redacted]-[redacted]...

  To whom it may concern: On September 3, 2015, ProtectCELL contacted [redacted] to address her concerns regarding a preauthorization hold of $500.00 charged to her credit card due to a device returned outside of our 10 day return policy.  Pending inspection from our warehouse to ensure no physical or liquid damage occur to the replacement while in the Ms. [redacted]’s possession, we have informed Ms. [redacted] a full credit would be issue to our customer. Inspection may take 7-10 days. Ms. [redacted] can expect a refund by Septemeber 15, 2015.   We sincerely apology for the inconvenience and confusion this issue may have caused and hope to continue service the customer as her primary cell phone protection provider. Feel free to contact me if additional information is required.   Sincerely,  [redacted] Contact Center Assistant Manager DIRECT ###-###-#### ext 314| FAX ###-###-#### FACEBOOK facebook.com/Fortegra TWITTER @Fortegra

[redacted]
[redacted]
[redacted]
[redacted]
[redacted]   July 7, 2015Revdex.com[redacted] Re: Complaint ID [redacted]- [redacted]...

[redacted]e To whom it may concern: ProtectCELL makes every effort at the point of sale to educate all our members about our products and services.  Our Buyback benefit allows members, who have not used their plan for replacement, the option to resell their original phone to ProtectCell.  Unfortunately, the Buyback offer expired when Mr. [redacted]e contacted us in July 2015 to take advantage of its benefit.  His ProtectCELL plan expired January 11, 2015.  We offer a 1 month grace period after a plan’s expiration date for members to use this benefit. This information can be found in our ProtectCELL Terms and Conditions.   As a courtesy, we at ProtectCELL will extend the Buyback option to Mr [redacted]e for his iPhone 4s.  It is valued at $110.00.  On 7/7/2015, we have reached out to the member for follow up, but he was unavailable.  The member plan has been document for the courtesy extension.   We look forward to doing business with Mr. [redacted] in the future. Thank you,  [redacted] Contact Center Assistant Manager DIRECT ###-###-#### ext 314| FAX ###-###-#### FACEBOOK facebook.com/Fortegra TWITTER @Fortegra?

Fortegra Financial[redacted]Director of Call Center Operations[redacted] Suite 500[redacted], FL 32256December 15, 2015Revdex.com[redacted] Suite 100[redacted], MI 48076Re: Complaint ID [redacted] ProtectCELL- [redacted]To whom it...

may concern:ProtectCELL contacted [redacted] to address her concerns regarding our ProtectCELL Buyback process. We apologized for the lack information from the point of sale agent regarding her plan benefits details, and were able to reach a resolution by extending the expired plan Buyback benefits.ProtectCELL offers our members access to our plan Terms and Conditions via website. [redacted]’s ProtectCELL Complete Premium plan expired on 6/16/2015. We offer a 30 day grace period to use the Buyback benefit if eligible.  Unfortunately, Ms. [redacted]’s grace period expired when the member requested to use the benefit.   We apologize for any frustration this process has caused the member.  We are happy we were able to address the member’s concerns and look forward to providing ProtectCELL Protection for her mobile device in the future.Feel free to contact me if additional information is required.  Sincerely,[redacted] Contact Center Assistant Manager DIRECT ###-###-#### ext 314| FAX ###-###-#### FACEBOOK facebook.com/Fortegra TWITTER @Fortegra

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

[redacted] Financial[redacted]Director of Call Center Operations[redacted]  July 30, 2015Revdex.com[redacted]
[redacted]
 Re: Complaint ID [redacted]- [redacted]...

[redacted]  To whom it may concern: On July 30, 2015, ProtectCELL Customer Service contacted [redacted] to address her concerns regarding her ProtectCELL customer service experience.  ProtectCELL apologized for the inconvenience caused from not having a functional replacement device.  We also listened to her feedback, as it related to her customer service experience, and addressed the training opportunities for our department.  As a courtesy we have issued a refund of 100.00 to Mrs. [redacted], and look forward to continuing our protection services for her smartphone devices. Sincerely,  [redacted] Contact Center Assistant Manager DIRECT ###-###-#### ext [redacted]| FAX ###-###-#### FACEBOOK facebook.com/[redacted] TWITTER @[redacted]