Manufacturer Warranties and Protection Plans

[booklover1973]

I have purchased 4 phones from BB in the past 3 years. I like the phones and they worked great. The mobile protection plan is another matter.  I use my phone far more than my husband uses his so I thought it wise to by the protection plan this time.  WHAT A BAD MISTAKE.  They charged my card for the first two months.  Then sent me a letter saying my coverage was going to be canceled if I didn't update my credit card(which hadn't changed).  I called the number again gave them my information.  The then billed me for 3 months of service on top of what I had already paid.  I called the number several times they keep saying they are going to "escalate" my issue up to a supervisor.  I called several times until finally I demanded they get someone in charge on the phone.  APPARENTLY NO ONE IN CHARGE WORKS FOR THE BB MOBILE PROTECTION PLAN.  I have never heard of business that doesn't have a supervisor or decision maker on the floor.  I called at 8am, 10am,12 noon, 2pm, 4pm, and 6pm.  There has only been one time where someone in charge was placed on the phone.  I cancelled the plan and they refunded my money.  And then they continued to charge me for a service that I cancelled back in November.  I keep calling back.  Then, I find a charge for the exact same amount from a company I had never heard of before.  I finally had to call my card company and get my card deactivated and get a new one issued.  Then they had the nerve to send me a letter saying my service would be cancelled if I didn't call and update my credit card information.  I called and explained again what was going on.  I requested a refund for my money.  The customer service rep, then had the nerve to say they would "escalate" my problem up to no one apparently.  And wanted my new credit card information to refund my money to.  That is not going to happen.  All they are going to do charge me for something I cancelled months ago.  They are thieves.  How many other people have they done this to?  I can't believe that BB would associate their name with these people.  I swear since one of their primary competitors closed down, BB has gone straight to crap.  I guess they don't feel as if they have to offer anyone decent service and products since their main competition is out of business.  I will just stick with insurance plan that I get from the phone company.  If this is how companies that do business with BB are going to act, I feel it is best that we all take our business elsewhere.  They are not the only place to sell electronics and they would do well to remember it. 

[Nokia]

I don't think you were talking to a separate company.

[Dorothy-BBY Community Supervisor]

Hello booklover1973 -

Sarah, from our Community Connector team, will be reaching out to you regarding your concern. Thank you for your patience until she is able to reach out to you. 

Regards,

[Sarah-BBY Retired: Community Connector · Accepted solution]

Hi booklover1973,

Thank you for choosing us for your cell phone needs and I am very sorry to hear of the frustration you have been through regarding your Plan monthly billing.

I would like to look into this further for you in an effort to help get the situation straightened out ASAP, but will need you to first please send me a private message with your name, phone number, and the Plan number(s) involved.  You can send a private message to me by clicking on the “private message” envelope in the upper right-hand corner of the page and then composing a new message to my username “SARAH-BBY”.  Once I receive this information I will follow up with you again, also by private message, as quickly as possible!

Hang in there!

Thanks again and have a great day!