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Esecuritel Nonsense

DisturbedUser

I have been a customer with Verizon for 8 years now. I have never had an issue with service or customer service until now.

When you get a new phone with Verizon, they give the option to add this great insurance plan, charged to a separate card, so that if you have to make a claim you get a brand new phone rather than a refurbished one.

What they don't tell you is that it is through an outside vendor, and could actually be one of six companies. They also don't inform you that if you upgrade or change your phone for any reason, you have to separately approach the outside vendor to cancel the original policy or switch it over to the new device.

Speaking as someone who has to live off of every last penny, it is absolute crap that we don't know that. I switched phones, expecting that since VERIZON was the carrier through which I had signed up for insurance, THEY would take care of the insurance. Because of recent lifestyle changes, I had switched over a bank accounts, using a different one than I had originally used for my new phone's insurance plan, because I was using the original checking account as a savings to have access to. Little did I know (since I thought money was only going in, not going out), I have been charged a fee for insurance on a phone I have not had in over a year!

I attempted to contact Esecuritel through their website (http://www.esecuritel.com) and was forward to Tech Solutions. I contacted them via phone, and they could not find my original account, saying that it must have been with one of possibly 6 other companies!!! I'm sorry, but that is NOT ACCEPTABLE. I have been charged $5 unnecessarily for over a year and they can't even find it? Yes, I should have been more aware and caught this originally, but they've made roughly $60-65 off of me!

I am usually not one to get angry, but this makes me furious. I feel as if I have been lied to by a company I have been loyal to for years. If it were not for the fact that my entire family has phone lines through Verizon, I would be seriously considering switching my service. This should serve as a warning to those enjoying the new insurance plan, keep an eye on it.

Comments

flutterfly8497

The insurance you are talking about sounds like it is offered by a third party retailer store and not a corporate Verizon store. Verizon offers Asurion, and that is billed to your Verizon account every month. Some authorized retailers offer their own insurance plans, but the problem is exactly what you describe. Since it is not offered directly through Verizon, Verizon has no information regarding adding the coverage or billing of it. You will probably need to return to the store where you purchased the phone, and find out the process to file the claim. Your issue here is not Verizon, but the insurance policy and the store that sold it to you.

TOABEIGNJR

I purchased the eSecuritel insurance for my Galaxy S7 Edge in March 2016 through Target and did a warranty claim through Verizon in April. When I tried to file a claim with eSecuritel in June 2016 after after my son crushed the phone they denied my claim saying the replacement phone was "purchased" from Verizon and therefore not covered. After arguing with the customer service center, an area representative and their legal department, I went through a lawyer. They told the lawyer they would review the claim again and decided to honor the claim the next day.

Now that my phone has been replaced and the claim is completed, I have cancelled the eSecuritel policy and added the standard Verizon policy. I will never recommend eSecuritel to anyone.

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