Visa Enhancement Services

Review: This complaint is in regard to claim number 2019711383 and involves the theft of my iPad. The incident occurred on 12/22/2012 and a claim was filed with Visa Enhancement Services. Since then, I have not heard anything regarding the status of my claim other than they are working on it. My claim is being handled by someone who identified himself as [redacted], who has been extremely rude, has a very condescending tone and even hung up the phone after holding for him for over 30 minutes. He has not respond to any of the messages that I have left for him. I asked for my claim to be assigned to another claims examiner but it has not happened. It has been close to nine months and the response I got today from a supervisor named [redacted], was that they are still working on it and no further information could be provided. She constantly apologizes for the delay but takes no meaningful action toward resolving this issue. I asked for a letter confirming what was said and was told that they could not provide written status updates. I went to the website and it listed my claim as expired but was told to disregard that since the website automatically populates that update if the claim is not settled within 6 months.Visa Enhancement Services is not providing the service that they have advertised and have not taken any steps to process my claim in a timely matter. On their website, the product described is as follows:Purchase SecurityWithin the first ninety (90) days of purchase, Purchase Security will, at the Benefit Administrator's discretion, replace, repair, or reimburse you for eligible items of personal property purchased entirely with your eligible Visa Business card up to a maximum of ten thousand dollars ($10,000.00) per claim and fifty thousand dollars ($50,000.00) per cardholder in the event of theft or damage.Desired Settlement: I would like my claim to be reassigned to another adjuster and paid immediately as the claim examiner is in possession of all of the information that was requested from me.

Business

Response:

On September 10, 2013 we received a copy of the complaint filed by Mr. [redacted] regarding an extended warranty claim for theft of his iPad on 12/24/12. This claim was filed under the Purchase Security Program. Coverage is provided as a free benefit when using your eligible Visa credit card to purchase your products.

The Visa Guide to benefits for Purchase Security, in part, states:

AH claims must be fully substantiated as to the time, place, cause, and amount of damage or theft.

The delay in Mr. [redacted]’s claim was due to researching the circumstances and documents regarding this claim. Once we had completed our investigation, a check in the amount of $500.00 was issued to Mr. [redacted] on 8/30/13.1 am including a copy of the check that was issued to Mr. [redacted].

We apologize for any inconvenience this has caused.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

While I am happy to have received payment 52 weeks or so after my claim was originally filed, that was not the reason for my complaint. This does not solve the issue if this is being done to consumers like myself on a systematic basis. It does not take one full year to research anything. I provided all of the information requested. I couldn't even get a letter from the company indicating the status of my claim or that the documents were even received. This is totally unacceptable. A couple of days after I filed my complaint, all of a sudden you receive all of the information that you were supposedly researching? Please, I wasn't born yesterday.

It appears that policies need to be changed to protect the consumers or the company needs to stop advertising the so called "benefits" that they claim to provide to cardholders. I should not have been subjected to the rude and inconsiderate treatment of "[redacted]". The was that my claim was handled was totally unacceptable.

Regards,

Review: Card services refuses to honor insurance replacement of damaged phone. Sent in numerous documents as requested and provided proof bill was paid accordingly with credit card on file still will not process claim.Product_Or_Service: [redacted]_Number: CLAIM#[redacted]Account_Number: [redacted]Desired Settlement: I am requesting the claim be processed and paid out in the full amount of $650 accordingly so that I may replace the damaged cellular phone.

Business

Response: