Cellguard

Complaint: [redacted] I am rejecting this response because: Regards, [redacted] I have never had a red phone from any cell company and I contacted cellguard many times telling them to sop taking these payments out of my account I have pw ed three three cell phone in my life time and not one of them were red.this is not my agreement and I want them to stop charging me and refund my money they took out of my account

Complaint: [redacted] I am rejecting this response because: my phone number to my cell is and has been for and 1/years [redacted] I bought this phone from [redacted] I am still there my home number is [redacted] and has been this number for years I never signed a contract with any company for insurance on this phone threw [redacted] and it is a iphone the color is black if need be I will go to [redacted] and ask them to fax you the info I never gave celguard nor any other company to take payments out of my account for insurance Regards, [redacted]

Complaint: ***
I am rejecting this response because:
I have not had a phone with *** for the past and 1/years that phone broke and they would not fix it I left and went to * *** the sales person there was *** store #***
phone number *** fax ***I have a iphone from * *** only and still have the one they sold me on the day I left *** asking them to cancil everything I was not coming back .
Regards,
*** ***

Cellguard is a voluntary protection plan for wireless phones specifically for *** customers.
There is no cancellation fee, and enrollment may be stopped at any time
In researching this concern, I have found a signed application for this customer
Indicating an
interest to enroll in this program The consumer has been charged every three months a
reoccurring fee of $as stated on the applicationThe enrollment automatically renews, unless the customer calls to cancel.
In reading the complaint, it appears as if the consumer no longer has ***
Service, and now utilizes ***Our contact number does appear on
billing documents, to contact us directly to address any questions and
concerns
However, in the spirit of good customer service and an effort to resolve
this issueI would be glad to refund the customer in full as of the date of
their enrollment with ***. Subtracting the $the customer advises they
have already been reimbursed.
If the customer would please provide documentation of that enrollment. If documentation is being sent directly to us, it can be faxed to *** or emailed to ***
Please have the customer provide an up to date address to receive reimbursement
If there are any additional questions or concerns that have not been addressed, please advise

In reviewing this concern further, I see that the customer was enrolled with *** at one time, but returned productAttached is documentation of that returnI was not aware of the return in the previous response
The customer will be refunded in full, minus the $the customer has already been refundedPlease provide a mailing address, and a check will be processedThis should resolve any outstanding issueI apologize for any misunderstanding
Please advise if there are any additional questions and concerns
*** ***
Customer Service Supervisor
On Behalf of *** ***

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
I have never had a red phone from any cell company and I contacted cellguard many times telling them to sop taking these payments out of my account . I have  pw ed three three cell phone in my life time and not one of them were red.this is not my agreement and I want them to stop charging me and refund my money they took out of my account

Complaint: [redacted]
I am rejecting this response because:
my phone number to my cell is and has been for 2 and 1/2 years  [redacted] I bought this phone from [redacted] . I am still there . my home number is [redacted] and has been this number for 7 years . I never signed a contract with any company for insurance on this phone threw [redacted] and it is a  iphone  the color is black .
if need be I will go to [redacted] and ask them to fax you the info . I never gave celguard nor any other company to take payments out of my account for insurance . 
Regards,
[redacted]

Review: starting on 12/17/12 began to take out of my account $15.72 every 3 months until 3/17/14 I have a payee and a brain injury . I had been telling my payee I did not know who they were and I would go into [redacted] each time this amount was taken out of my account and tell them I do not want your service I do not know them and stop taking this out of my account . they would laugh at me ans say ok. then on 3/ 17 when I say it again on my account I was very angry so I called [redacted] and ask them why I was having this problem and who were they ? [redacted] then told me they do not know who cellguard is them selves . I then called my back to stop payment and they ask if gave them permission to do this I said no I do not know who they are and neither does [redacted]. my bank investigated and only refunded me $31.44 . on 06/2/ 14

then in the mail I received a bill from cellguard for $15.72 on June 15/14 . asking me why they could not charge my account ! I tried to call them and I only receive an answering machine for them to call me back at their will . then I tried to email them it was returned ! I want my full amount taken out of my account returned and for them to go away I do not owe them any thing I do not knwo who they are !Desired Settlement: full refund and no more contact

Business

Response:

Cellguard is a voluntary protection plan for wireless phones specifically for [redacted] customers.

There is no cancellation fee, and enrollment may be stopped at any time.

In researching this concern, I have found a signed application for this customer.

Indicating an interest to enroll in this program. The consumer has been charged every three months a

reoccurring fee of $15.72 as stated on the application. The enrollment automatically renews, unless the customer calls to cancel.

In reading the complaint, it appears as if the consumer no longer has [redacted]

Service, and now utilizes [redacted]. Our contact number does appear on

billing documents, to contact us directly to address any questions and

concerns.

However, in the spirit of good customer service and an effort to resolve

this issue. I would be glad to refund the customer in full as of the date of

their enrollment with [redacted]. Subtracting the $31.44 the customer advises they

have already been reimbursed.

If the customer would please provide documentation of that enrollment. If documentation is being sent directly to us, it can be faxed to [redacted] or emailed to [redacted].

Please have the customer provide an up to date address to receive reimbursement.

If there are any additional questions or concerns that have not been addressed, please advise.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Regards,

I have never had a red phone from any cell company and I contacted cellguard many times telling them to sop taking these payments out of my account . I have pw ed three three cell phone in my life time and not one of them were red.this is not my agreement and I want them to stop charging me and refund my money they took out of my account

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

my phone number to my cell is and has been for 2 and 1/2 years [redacted] I bought this phone from [redacted] . I am still there . my home number is [redacted] and has been this number for 7 years . I never signed a contract with any company for insurance on this phone threw [redacted] and it is a iphone the color is black .

if need be I will go to [redacted] and ask them to fax you the info . I never gave celguard nor any other company to take payments out of my account for insurance .

Regards,

Business

Response:

In reviewing this concern further, I see that the customer was enrolled with [redacted] at one time, but returned product. Attached is documentation of that return. I was not aware of the return in the previous response.

The customer will be refunded in full, minus the $31.44 the customer has already been refunded. Please provide a mailing address, and a check will be processed. This should resolve any outstanding issue. I apologize for any misunderstanding.

Please advise if there are any additional questions and concerns.

Customer Service Supervisor

On Behalf of [redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I have not had a phone with [redacted] for the past 2 and 1/2 years that phone broke and they would not fix it I left and went to [redacted] . the sales person there was [redacted] store #[redacted]

phone number [redacted] fax [redacted]. I have a iphone from [redacted] only and still have the one they sold me on the day I left [redacted] asking them to cancil everything I was not coming back .

Regards,