Complaint Review: Geek Squad Mobile Phone Insurance
I have been paying for my Geek Squad insurance for a long time now. It was being charged to a credit card that I have scheduled for automatic payments each month. I didn't notice the measly $9 or $10 that I wasn't being charged for the last 6 months. When it comes to a credit card I use regularly for all purchases, that is a very small amount of money to me. I didn't happen to notice that they stopped charging me for my insurance months ago. My credit card company sent me a new card, I was under the impression the card number was still the same number. I honestly never thought about it.
My phone broke the other day. It completely shattered. Unaware that I didn't have insurance on my phone I went to BestBuy, stood on their ridiculously long Geek Squad line and waited. I finally got to the counter and they said that I didn't have insurance. They called and spoke to someone in the corporate office and they said they will get it straightened out if I made the payments for the last 5 or 6 months, I had absolutely no problem with that. The rep then said I would have to call and speak to them myself to get it worked out.
While the "geek" was on the phone with their rep I had him ask why I wasn't contacted about this and they said they emailed me. I asked what the email address they had on file for me was, and they told me some address that I cannot even begin to understand what hat they pulled that out of because never have I heard of it in my entire life. I gave them my actual email which I have been using for years now and definitely gave to them when signing up.
The next day I called Geek Squad. They told me that because it has been over 5 months that they cannot reinstate my policy. I work in insurance and I understand that when payments aren't made you get canceled. However, the company that you have a policy with would always send a cancelation notice. Perhaps by email, but they will ALWAYS mail you a letter to have in your hands, and then perhaps along with that email. Usually if there isn't a response they will send more than one. There is no reason at all why I should not have been contacted about this. They have my address and of course they have my phone number.
They then asked me who the other person is that I have on my account. Again, I have absolutely no idea what hat they pulled this name out of, and I told them I have no idea. Where and why do they have completely wrong information on file for me, and where did they get it from? I honestly believe that this mystery person is probably the one they contacted if they tried at all. The email and name they said to me I believe were Spanish names and in no way does my name even come close to resembling a Spanish name.
I asked what email address they sent these letters to, and since I gave them my email the day before they said they emailed them to me. That was a complete lie. There is no way they sent an email to that address that I monitor so frequently. I asked them to read me the email they sent it to (that I gave them the day before to take the place of the email that I have no idea where they got it from) and they told me my email address perfectly. So why did I not receive anything from this company regarding my insurance? With 3 means of contact information I should have been made aware of cancelation.
I get that I wasn't completely on top of making sure my phone insurance is always up to date. But, I am a busy person, and when it comes to something so small it’s the furthest thing from my mind. This company needs to realize that people are not watching their cell phone insurance like dogs. It's $10 a month, not $500. They refused to reinstate my policy, and didn't do anything to help me out. They took no blame for having all of this inaccurate information on file, and for not making me aware of cancellation.
If this company is going to consider them a player in the insurance world, they need to get their act together. I don’t care if it is only phone insurance. Their job is to help and protect people when an accident occurs. Internally they need to do some work on being able to keep track of their clients and making sure they’re up to date. In fact, especially because it is phone insurance. The payments are next to nothing, and I had no idea that I wasn’t being charged. For the long time that I was being charged, I feel as if I had given them that money for absolutely no reason. The reason you get insurance is because accidents happen. They need to figure something out, because I am not a happy customer.
This report was posted on Ripoff Report on 05/16/2014 10:01 AM and is a permanent record located here: http://www.ripoffreport.com/reports/geek-squad-mobile-phone-insurance/nationwide/geek-squad-mobile-phone-insurance-this-is-not-a-professional-mobile-insurance-plan-at-all-1147254. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content
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