ProtectCell

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.
Revdex.com:
This is in reference to a response made by the business in relation to complaint ID [redacted]. I received a voicemail message on 9/29/15 indicating that a refund of the $125 admin fee was being processed but it did not indicate that a refund of the pre-paid insurance plan was as well. I contacted Protect Cell and was originally told that they don't do that - don't issue refunds after a claim request is made. Once again, I explained all the circumstances and was then told that a refund of $111.07 would be issued for the pre-paid plan in the form of a check which would take at least 21 business days to receive.  This is a lesser amount than what I was told when I cancelled the plan back in July. I have verified that I have been credited the $125 admin fee and will wait for the business to send the refund check and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Fortegra Financial
[redacted]Director of Call Center Operations
[redacted]
[redacted]
[redacted], FL 32256
 
 
June 29, 2016
Revdex.com
[redacted]
[redacted]
[redacted] MI 48076
 
Re: Complaint ID...

[redacted]- ProtectCELL-[redacted]
 
 
To whom it may concern:
 
A member of the ProtectCELL management team contacted Ms. [redacted] on 6/28/2016 to address her concerns, explained our replacement process, the product we use and replacement fees. ProtectCELL offers all our customers’ terms and conditions which explains in detail their membership service. As a courtesy, we extended a $50.00 credit off the member’s device replacement fee coupled with a 1 year product warranty, if she wished to continue the replacement process.  Ms. [redacted] opted to have her damaged phone screen replaced with an outside service.
 
We apologize for any inconvenience this situation has caused Ms. [redacted] and look forward to assisting her with her replacement.
 
Feel free to contact us if additional information is required.
 
Thank you,
 
 
[redacted]
Contact Center Manager
DIRECT###-###-#### ext 314|FAX ###-###-####
FACEBOOKfacebook.com/Fortegra
TWITTER@Fortegra

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com
Constance Stevens
26777 Central Park Blvd Suite 100
Southfield, MI 48076
 
Re: Complaint ID [redacted]
 
 
To Whom It May Concern:
 
On December 20, 2014, [redacted] purchased a ProtectCELL...

Premium- Monthly Payment Plan- for a Verizon Samsung Galaxy Note 4  32GB  The plan offers her replacement options in the case of theft, loss and damage.  There is an administrative fee to process a replacement request.  ProtectCELL will send the same make and model device coupled with a 1year warranty.
 
Our records indicate on 11/10/2015, Ms. [redacted] contacted ProtectCELL to process a replacement request due to theft/loss.  She paid the device replacement fee of 150.00, and the request was processed. 
 
On 7/19/2016, the customer contacted our Customer Service to advise her replacement device was having charging issues.  ProtectCELL’s offers a 1 year warranty on our replacement devices.  To ensure the replacement issues are coved under warranty, Ms. [redacted] was required to send the defective device into our warehouse for inspection.  We offered an option to place a hold on credit card for fast delivery, or use a prepaid postage to send the device in for inspection. Ms. [redacted] opted to send the device in for inspection.  It received on 8/9/2016, and her replacement was shipped and received on 8/10/2016.
 
ProtectCELL apologizes for any frustration the warranty replacement process has caused Ms. [redacted].  We use certified “like-new” replacement product which is industry standard, coupled with a 1 year device guarantee.  To ensure the replacement device does not have any physical or liquid damage we require the return and inspection of our replacements. Ms. [redacted] contacted our Customer Service team on 8/15/2016 to advise her replacement device is not powering up.  Our customer service agent apologized for the convenience and processed another warranty replacement request.  The device was shipped overnight and will be delivered on Tuesday, 8/16th.
 
Feel free to contact us if additional information is required.
 
Thank you,
 
[redacted]
Contact Center Assistant Manager
DIRECT###-###-#### ext 314|FAX ###-###-####
FACEBOOKfacebook.com/Fortegra
TWITTER@Fortegra

Fortegra Financial[redacted]Director of Call Center Operations[redacted], FL 32256  August 20, 2015Revdex.com[redacted] Re: Complaint ID [redacted]las...

[redacted]  To whom it may concern: After a thorough investigation, our records indicate Mr. [redacted]las [redacted] purchased a ProtectCELL Complete Premium –monthly plan from 4G Wireless Inc. for a Novatel Mifi 5510L LTE Hotspot on December 29, 2014.  Mr. [redacted]’s ProtectCELL plan number is [redacted]. ProtectCELL attempted to contact Mr. [redacted] to address his concerns regarding his monthly plan payment dispute, but was the customer was unable for comment.  ProtectCELL extended an apology for the inconvenience and confusion this issue may have caused and we are happy to cancel customer’s plan with his verbal authorization, if the plan does not met his protection needs. We look forward to hearing back from the Mr. [redacted].   Feel free to contact me if additional information is required.    Sincerely,  [redacted] Contact Center Assistant Manager DIRECT ###-###-#### ext 314| FAX ###-###-#### FACEBOOK facebook.com/Fortegra TWITTER @Fortegra

[redacted]Director of Call Center Operations[redacted]Building 100, Suite 500[redacted] FL 32256October 27, 2015Revdex.com[redacted] Suite 100[redacted], MI 48076Re: Complaint ID [redacted]To whom it may...

concern:ProtectCELL sincerely apologizes for the inconvenience this double billing issue has caused Mr. [redacted].  On 10/23/2015 our Accounting team refunded $131.88 to the member’s credit card for an immediate resolution of this matter. Our management has also audited the members plan information for additional internal follow up and to provide feedback to the plan dealer and customer service team.Feel free to follow up with me if additional information is required. Thank you,[redacted] Contact Center Assistant Manager DIRECT ###-###-#### ext 314| FAX ###-###-#### FACEBOOK facebook.com/Fortegra TWITTER @Fortegra

To whom it may concern,Please see member account history below.
 
·        
2/23/2013- Ramajla
[redacted] purchased a ProtectCELL...

Complete-Premium-2 year Payment plan from Z
Wireless Inc.
·        
8/23/2014- Member
called to process a request for a replacement.   The representative informed the member of the
administrative fee of 150.00 required to process the request.  The member
became very augmentative regarding the replacement process and fees. 
Member then elected to cancel her ProtectCELL Plan.  Agent advised the
member she would receive a pro-rata refund of $62.75 minus a $20 processing fee.
·        
8/23/2014- Member
called back in to reconnect her
plan.   Per request of the member, the call was transfer to for additional information regarding the benefits of ProtectCELL, and to
have her plan reactivated.  Agent explained the process  of reactivating to the member.  The member became very combative. The Agent disconnected the call after warning the member that continuing with abusive language would result in the call being disconnected.  
·        
8/23/2014- Member
called in to ProtectCELL. The ProtectCELL representative
explained the request process, the administrative fees, and processed an
escalation email for a supervisor follow up with plan reactivation.
·        
9/8/2014- Member
called into the BCC and spoke with and agent regarding a refund
amount.  Member received refund of 42.75.  She was informed she would
receive $62.75.  The representative explained the $20.00 processing
fee.  The member requested to speak to a supervisor and was connected to a supervisor who also explained the refund and the amount of the processing fee the
member.  The member then disconnected.
 
 
ProtectCELL makes every effort
at the point of sale to educate our members on the process of making a request
for a replacement, fees, and the benefits of our plans.  Due to her dissatisfaction, I have authorized an additional $20 refund to negate the fee.  A call to inform the member of the refund check being mailed has yet to be returned.Thank you, [redacted]
Contact
Center Director
 
[redacted]

To whom it may concern,Please see account history below.7/24/2012- [redacted] purchased a  2 year ProtectCELL Complete- Premium plan for her iPhone 4s
16GB from Mybullfrog.com.  All administration fees are clearly stated before purchasing the plan.
8/15/2014- Member processed...

an
online request for a  ProtectCELL replacement due to her iPhone 4s
freezing and button issues.
8/15/2014-The member called the and spoke with an agent to process the request.  The member was
explained the request process and fee for a replacement.  The member was
dissatisfied with the administrative fee, and the inability to process to
request  on an expired plan.  
8/16/2014- An agent reviewed the canceled request and forwarded to management for further review
8/17/2014- ProtectCELL Manager,
reviewed the request. Manager
documented plan cancellation status due to expiration.  As courtesy, ProtectCELL management contacted the member to state that we would make an exception and allow the member to move forward with a request despite the plan being expired and having no coverage.
9/3/2014- Agent cancelled the pending request after member had yet to pay the administration fee.
The administration fees are well documented on all marketing material.  ProtectCELL also provided the member with all plan information, as well as terms and conditions, on the day of purchase.
 
ProtectCELL attempted to
accommodate [redacted] by approving  her to process a request for a
replacement although the plan had expired. The member did not follow up to pay
the fee to complete the process.   Thank you,[redacted]Contact
Center Director [redacted] [redacted] [redacted]

[redacted]Director of Call Center Operations[redacted], Suite 500[redacted], FL 32256November 30, 2015Revdex.com[redacted] Suite 100[redacted], MI 48076Re: Complaint ID [redacted]- ProtectCELL-[redacted]To whom it may concern:On...

January 28, 2013, [redacted] purchased a ProtectCELL Device- 2 year Smart Plan for a Samsung- Galaxy S3 mobile phone.  The ProtectCELL Device plan is limited to damage protection. Our replacement products are certified conditioned devices and backed by our 1 year warranty.  The use of reconditioned devices is standard among the replacement industry.   Our records indicate on 11/13/2015, ProtectCELL processed a request for replacement for [redacted].  The Device Plan replacement process required payment of $125.00 replacement fee, along with providing proof of the device purchase, and the return of the damage device before a replacement device will be shipped.  The member was sent a prepaid FedEx label for the return of her damage phone.  Our agents confirmed the damaged device was received on the 11/19th and overnight shipped the replacement, which FedEx delivered on 11/20th.  Ms. [redacted] emailed ProtectCELL to request a battery for her replacement on 11/20th.  Her accessory request was processed.  We sincerely apology for the inconvenience the replacement process delay has caused our member.  For faster replacement processing, we offer our members the option to pay the replacement fee and place a $200.00 preauthorized credit hold to expedite the delivery process immediately.  If Ms. [redacted] would like to return our replacement device, we will refund her the replacement fee in full.  We appreciate and value our Ms. [redacted]'s time. ProtectCELL has extended a $25.00 credit back to [redacted]'s credit card for the frustration our replacement process has caused, and look forward to continuing offering phone protection for her mobile device. Feel free to follow up with me if additional information is required.  Sincerely,[redacted] Contact Center Assistant Manager DIRECT ###-###-#### ext 314| FAX ###-###-#### FACEBOOK facebook.com/Fortegra TWITTER @Fortegra

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Fortegra Financial
[redacted]Director of Call Center Operations
[redacted]
[redacted]
[redacted], FL 32256
 
 
 
July 19, 2016
Revdex.com
[redacted]
[redacted]
[redacted], MI 48076
 
Re:...

Complaint ID [redacted]- ProtectCELL-[redacted]
 
 
To Whom It May Concern:
 
On 9/1/2015 [redacted] purchased two ProtectCELL Phone –Premium 2 year monthly plans for a Galaxy Note 5 and an iPhone 6.  Our Retention team contacted the member to update his credit card information which had expired on 6/3/2016. The member acknowledged continuing his ProtectCELL phone coverage with the authorization of new payment information.  On 7/14/2016, [redacted] reached out to our Customer Service team to cancel his plans. Our representative informed him that once a plan is canceled it cannot be reactivated, and no refunds are issued on monthly payment plan cancelations.
 
We apologize for any inconvenience this may have caused Mr. Nelson.  Feel free to contact us if additional information is required.
 
 
Thank you,
 
 
[redacted]
Contact Center Manager
DIRECT###-###-#### ext 314|FAX ###-###-####
FACEBOOKfacebook.com/Fortegra
TWITTER@Fortegra

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.
Revdex.com:My main concern is your company being portrayed in a false manner and others being duped into buying something they were not informed correctly about.  I am also concerned that the additional 200 dollars was never "released" back to me when I returned the damaged phone.  Sketchy practices definitely need to be corrected here.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

[redacted]Director of Call Center Operations[redacted]Building 100, Suite 500[redacted] FL 32256October 27, 2015Revdex.com[redacted] Suite 100[redacted], MI 48076Re: Complaint ID [redacted] –[redacted]To whom it may concern:On October 27,...

2015, ProtectCELL reached out to [redacted] to address her concerns regarding her ProtectCELL customer service experience.  The member was not available, so a return contact number was left by management offering assistance.  We apologized for any inconvenience this issue has caused and want to assist with a quick resolution. Our ProtectCELL records indicate [redacted] purchased a ProtectCELL Device –Smart 1 year plan on 9/25/2014 for a Samsung Galaxy S4 Mini for the amount of 69.99. This plan only protects against physical and liquid damage.  When the first replacement request is processed on 9/4/2015, the member paid an administrative fee of 125.00.  To ensure the return of the damage device, as our terms and conditions state, our customer service offered to process a preauthorized hold on a credit card for 200.00 for faster shipping. The preauthorized hold is released when the original damage device is received in our warehouse.I sincerely apologize for [redacted]’s inconvenience, as it relates, to the lack of plan and fees information given at the point of sale, and the delay in release of the member’s credit card preauthorization.  I would appreciate the opportunity to resolve your concerns and/or address any questions regarding our customer service, plan details and fees. Sincerely,[redacted] Contact Center Assistant Manager DIRECT ###-###-#### ext 314| FAX ###-###-#### FACEBOOK facebook.com/Fortegra TWITTER @Fortegra

Fortegra Financial[redacted]Director of Call Center Operations[redacted]
Building 100, Suite 500[redacted], FL 32256  October 7, 2015Revdex.com[redacted] Suite 100[redacted], MI 48076 Re: Complaint ID [redacted]...

[redacted]   To whom it may concern: ProtectCELL attempted to contact [redacted] on 10/7/20115 to address her concerns regarding her damaged device replacement process. We were unable to reach the member, but offered our contact number for immediate resolution.   [redacted] purchased a ProtectCELL Device plan on 8/3/2014.  This plan only offers replacement protection for damage devices.  When a member make a request for a replacement we require a copy of the device receipt, and the return of the damaged device to our warehouse before the replacement is shipped.  After a thorough review of Ms. [redacted]s plan information, we received a picture of the member’s warranty replacement. This is not the necessary document required for initiating the replacement process.   Due to the inconvenience and lack of information provided at the point of sale, we will allow the member to process her request.  ProtectCELL offers each of our member complete access to our plans Terms and Conditions on our website.  We sincerely apologize for the replacement shipping delay, and look forward to resolving [redacted]s replacement needs. Feel free to contact me if additional information is required.    Sincerely, [redacted] Contact Center Assistant Manager  DIRECT ###-###-#### ext 314| FAX ###-###-#### FACEBOOK facebook.com/Fortegra TWITTER @Fortegra

To whom it may concern,Please see below for account notes,
 
·        
9/01/2012-[redacted] purchased a 2 year ProtectCELL Complete...

Premium plan for an iPhone 4s
16GB
·        
7/27/2014- Member
called and spoke with an agent to process a request for a damaged
LCD.  The member paid the administrative fee of  $150.00.  As a
courtesy overnight shipping was waived for the member. 
·        
7/29/2014- FedEx
delivered replacement to the member.
·        
8/2/2014- Member
called to process a bounce for a replacement device after stating the device was defective. Agent assisted him with the request for replacement due to battery charging
issues. 
·        
8/15/2014- ProtectCELL received original replacement device.  Inspection results reflected
cracked back glass due to neglect.
·        
8/25/2014- Member
spoke with an agent.  Member stated replacement device
 will not charge. The member preferred to send back replacement device and
be reimbursed the administrative fee.  Member purchased a new device from
Verizon Wireless.   
·        
9/3/2014- Member
called and spoke with an agent regarding a refund of his admin
fees.  He purchased a new device with VZW.  Antonio informed the member
the replacement was received and inspected.  Per inspection results,
 the replacement had  physical damage with a crack glass back.  
·        
9/3/2014- Member
spoke with [redacted] Brooks in the NCC regarding processing a bounce
request.  [redacted] informed the member that the replacement device received
reflected damage and was the plan was expired.  No request was
processed.
·        
9/5/2014- PCTC
 received the member’s original device.  
 
 
The [redacted] plan
documentation was reviewed by ProtectCELL management on 9/15/2014.  With member satisfaction being our top priority, a call was place to the member to discuss
this option for resolution on 9/15/2014 & 9/22/2014. The member was not available and return communication at the time of this correspondence has not been received.  We would like to offer the member a no cost replacement or refund and will continue to attempt to reach him.Thank you,[redacted]Contact
Center Director [redacted]

To Whom It May Concern,
 
 
A ProtectCELL manager contacted Mrs. [redacted] on March 23, 2017 to extend a sincere apology on behalf of the company.  We are dismayed to learn of the customer experience with our replacement product and service, and understand the frustration of...

not having a functional phone when you need.
 
ProtectCELL takes full responsibility for your device issue and have further escalated the equipment concerns to our Fulfillment Quality Management team.  We had expedited overnight shipment for a replacement device, which will be delivered via FedEx on Friday, 3/24th.  ProtectCELL will also refund the device replacement fee in full with the return of the defective replacement. 
 
Mrs. [redacted] was satisfied with the actions taken.  Management contact information was provided for additional information or follow up.
 
Feel free to contact us if additional information is required.
 
 
Thank you,
 
 
Jason Anderson
Contact Center Manager

[redacted]Director of Call Center Operations
[redacted], FL 32256
 
 
October 24, 2016
Revdex.com
[redacted], MI 48076
 
Re: Complaint ID [redacted]...

D. [redacted]
 
 
To Whom It May Concern:
 
On September 11, 2015 [redacted] purchased a ProtectCELL Premium- 2 Year Plan- for a Samsung Galaxy S4. The plan offers replacement options in the case of theft, loss and damage.  There is a device replacement fee to process a replacement requests.  The ProtectCELL replacements is coupled with a 1 year warranty.
 
Our records indicate on 9/2/2016, Mr. [redacted] contacted ProtectCELL to process a replacement request due to screen damage.  He paid the device replacement fee of 145.00, and a replacement device was mailed to him. 
 
On 10/18/2016, [redacted] spoke with a member of management regarding the warranty replacement request process. We explained his device is cover under our warranty for touchscreen issues. To ensure the defective replacement is returned and inspected for nonphysical or liquid damage issues, we offered Mr. [redacted] two options for processing the warranty replacement request.  He could place a hold on credit card for faster delivery, or use a ProtectCELL provided prepaid FedEx return label to send the device in for inspection first.  Once the warehouse confirms the issues describe we would send out the replacement.  A FedEx return shipping label was sent to the member on 10/18th.
 
ProtectCELL apologizes for the inconvenience this process has caused Mr. [redacted]. Hopefully, the information provided will assist him with understanding our warranty process. We look forward to assisting him with a quick resolution to this issue and encourage him to review his ProtectCELL membership Terms and Conditions online on protectcell.com. 
 
Feel free to contact us if additional information is required.
 
Thank you,
 
[redacted]
Contact Center Manager
DIRECT###-###-#### ext 314|FAX ###-###-####
FACEBOOKfacebook.com/Fortegra
TWITTER@Fortegra
 
Fortegra Financial

·         [redacted] purchased a 1 year ProtectCELL Complete-Premium plan for an unlocked iPhone 5s 64GB on 05/21/2014 from ProtectCELL Inside Sales. ·         The member’s iPhone 5s was purchased from the Apple Store in [redacted], [redacted] on 05/21/2014.  ·         06/09/2014- Member spoke with an Agent.  He advised the representative he owned an unlocked iPhone and wanted reassurance the replacement was comparable to his original.·         06/09/2014- Member called for information regarding protection coverage for his unlocked iPhone 5s with H2O Wireless.  LaShawn Roberts verified that ProtectCELL does not protect unlocked devices and offered to issue the member a refund on his plan.·         06/09/2014 - Member called back to file a Theft Loss request .  Due to prior notes advising that he would not receive an unlocked device, as those are not covered, the request was placed into Supervisor Review queue.·         06/09/2014- Management reviewed the request for a replacement and requested additional documentation from T-Mobile be provided prior to shipping a replacement.·         06/11/2014- Agent received a call from the member.  He confirmed with member the documentation was received.  The replacement device was approved for shipping.·         06/12/2014- Agent advised the member of the iPhone 5s 64GB backorder status from our suppliers, member elected to wait.·         06/13/2014- Chat to Chat representative informed the member his replacement was still on backorder status. Agent offered the iPhone 5s 16GB with a $50.00 refund if that would be preferable to waiting or cancellation of the request.  The member declined the offer.·         06/16/2014- The member called for a backorder status update.  Advised device still un-obtainable, offered $75 credit if the member would like a substitute device, member declined.·         06/18/2014- Chat to Chat representative, gave the member same options as previously offered.  ·         06/20/2014- Member checked for backorder status via Click to Chat.  Device still on national unavailability.   ·         06/23/2014- Member checked for backorder status via Click to Chat Agent.  Agent offered the member the iPhone 5s 32 GB with a $50.00 credit.  ·         06/23/2014- Member accepted iPhone 5s 32GB with 50.00 credit offer.  Cheri’ri Pye processed the update to the request.·         06/23/2014- Device shipped·         06/25/2014 - Device delivered Unfortunately devices occasionally are unavailable to us for reasons beyond our control. We make every reasonable effort to provide multiple options in these circumstances, including offering full refund, partial refund and different device, etc... I highly dispute that we "not a single apology was given" as there were multiple apologies offered at each stage of the interaction. Since the previous response to this member's complaint, the member has since attempted to change the covered device to an iPad Air and request a replacement, again due to theft/loss. This request was denied when proper documentation showing the device was purchased with coverage beginning the day of purchase was not completed by the member. This did not meet the requirements set in the Member's terms and conditions. Thank you, [redacted]Contact Center Director