Catie (catystorm) wrote in bad_service,

Hatred for cell phone insurance...

This rant is actually on the behalf of one of my customers, who I helped today. I work in billing disputes for a rather large cellular provider who you may or may not be able to guess from other comments or posts that I have made.

This gentleman called in ... he's disputing the fact that he never received his replacement phone from the insurance. They gave him a claims number and a tracking number, and according to the USPS the tracking number is invalid. He had tried to file a package lost claim with them at the beginning of January, but invalid tracking number = no package lost claim. So I call up the insurance provider to find out what's going on.

They confirm the tracking number that I have (the one that's invalid, mind) and then proceed to tell me that the phone was delivered and it's active on his account. One problem with that... the only phone active on his account is his old, damaged phone. Hasn't been touched since September. Yeah, that doesn't fly. Then we find out a tracer had already been filed on the phone and USPS confirmed it was delivered to AN address. The insurance providers won't tell me what address, not that it makes a difference as the customer never GOT a phone.

So. Because the phone (with an INVALID TRACKING NUMBER) has been delivered to an address, they are expecting my customer to fork over $300 or return his damaged phone. He's not going to get another phone out of this deal, because his phone has already been delivered!

I ended up taking care of that charge, as well as getting him a brand-new-phone for a little over the cost of the deductible he should have paid for the replacement phone. He went away happy, which is good, but ye GODS. So much burning hatred for those people.

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