The Insurance that never was!!!

AGILL75

Ive got questions and would like sone feedback as to how to approach this moving forward.

I purchased an iPhone 8 Plus from a Corp. Store on the 28th of November.  I had gone in wanting to get the X but naturally it was sold out and not available.  I was a little bummed and I was in a tough spot as I needed to get a phone immediately.  I didn’t want to get in a 2 year contract with a phone I didn’t want, etc.  it was around this time that the sale rep said they were expecting more in within a week, I could go ahead and purchase the 8 today and hopefully fall in love end of story OR I had 14 days to return or exchange the device if I was not happy, I would just have to pay a $35 restocking fee.  Again, no biggie, I thought that sounds good, lets roll with that.  I’m getting ready to pay for the phone and set it up and the rep lets me know I have even longer to return due to the holdiay extended hours or dates, and asked if I wanted insurance.  I said of course as my phone I had busted, no insurance, no screen, no phone.  I had done my homework and read around on the website and I asked how much, he said $13 (that’s a story for another day), I said i had no interest in this Tech Coach, I just wanted the insurance in the event the phone was stolen or damaged it was covered.  Minutes later I am walking out of the store with my new iPhone with insurance.  Fast Forward to.....

This past Tuesday the 12th of December.  I had looked online and the X was in stores, I’m going after work to trade up.  8 Plus is great, the same as the 6 & 7 imho, I wanted the X. Well what happens, bam, unbeknowing to me the phone had fallen out of my work truck and I was able to finally retrieve it several hours later in several pieces.  Initial shock, freak out and then calming as i realize I have insurance.  Go to the same store that night to be informant that I need to call or go online to fill out things etc., it was at that point i knew I wasn’t getting the next day replacement service3 as advertised.  I go home fill it out, hit submit, says I’m not covered or eligible.  I think this is an error, I wish.

Next day I go to a different corp store thinking its all the same, its not.  I end up going back to original store, as the insurance co. Recommended.  I described my ordeal, a rep pulls up my account and sees where I have insurance, sees NOTHING that it was taken off and recommends me to call Verizon and they will get it handled.  After I sit on hold for 23 minutes a nice lady gets on the other line, i explain my deal, she thoroughly goes through the account, line by line to the tune of 45 minutes, still at store, its 9 pm they want to go home.  Phone rep says I’m calling the insurance co and we will get to the bottom of this.  Places me on hold another 8 minutes and comes back to say i’m not covered.  At this point I’m upset as I’ve spent. Hours in this store to be told that.  I asked what am i supposed to do and she sad ask to spe3ak to the manager and see what they will do.  I said what do you mean.  Blah, blah, blah

Long story short, what the heck can I do?  Who can I talk to?  I have my docs that shows I have insurance on the device, they pull up nothing saying it was taken off, here I’m stuck with a phone that rings, it does that, little glass pieces everywhere.  This is crazy.  This is a summary, more details can be given if need b

stef7

Did you purchase the device outright or is it financed?

I don't know if this is an option, but it's possible you may dispute the charges with your CC company.