Customer Service

[kaitiew2005]

I was grandfathered into my plan since my grandma had been a customer with them for over 30 years. I had been paying for a protection plan that I never agreed to but according to them, I knew about it🤷‍♀️ even if so, I was told they’d do an investigation to see if I could get some money back and they said they’d give me a call with an update. 7-10 business days. Never got a call so I called again to complain, asked if I could speak to someone who has the power to tell me SOMETHING and the guy said his manager would give me a call within 24 hours, NO LATER. Well it’s been  a week. Only reason I waited so long for this review was because I got busy. But I’m just saying, don’t promise to do something then just sit back and wait for me to forget. I don’t care about the refund anymore, but I don’t like getting lied to and blown off

[vzw_customer_support]

Hello, kaitiew2005. Help is here as we know life can get busy, but we are here to provide any assistance you need. Just to confirm, the protection plan in question, are you referencing insurance on the line? Having insurance on the line protects against lost, damage, or stolen as it is a great feature to have. May I ask, do you review your billing monthly to ensure everything is correct? How long has the insurance been listed on the line? 

-Natasha

[kaitiew2005]

So basically what happened, I had an iPhone 7 for a few years, and then upgraded it to a 12 April 28th, 2021 and I was told by an advisor on the phone that’s when the plan was added however I had never agreed to it as far as I know. I never really looked into my plan since I didn’t think it was the insurance making my payment so high since I didn’t think I had insurance on the phone. And I had broken the back of my phone around October of 2021 and tried to get it fixed and that advisor told me I’d have to pay for a new phone since I didn’t have the protection plan on. Like I said before, I don’t care about the refund anymore, it’s a hassle to keep calling, I just want to understand when and how it happened since I’ve been getting several different answers over the years 

[vzw_customer_support]

kaitiew2005, so sorry to hear of the broken phone and also my apologies to hear of your experience. We can review the account and provide any understanding of your account details. I have sent you a Private Messge for further assistance. 

-Natasha