Complaint Review: esurranty

This is the absolute most unprofessional, dishonest company I have ever had the displeasure of dealing with. My husband signed up for this cell phone insurance from them in January 2017 for $66. My 13 year old son's phone had something wrong with it's wifi channel- as confirmed by the Apple Genius Bar with official papers to provide to esurranty.

We sent notice to the company beginning on 4/20. After many emails and phone calls and live chats, most of which were either not answered or just pushed forward with no resolution, we provided paperwork TWICE and at some point got assigned to Jackie, who was no help.

They told us to send them the broken phone, and we had the opportunity to give them a deposit of $99 to use their loaner phone while ours was being fixed. Sounded like a great idea! We moved on that, paid the $99. No phone. Rec'd emails that they'd be sending. But no shipping details, no tracking. We were supposed to receive I think in 2 days. Seven days later, still no phone. We felt we were being conned, so we put the $99 into dispute with the credit card company on 4/27 at 8:37am. Lo and behold, as soon as we did that, they then shipped the phone, and finally supplied tracking info. That very next morning, before the phone ever arrived, we were super pleased as we figured it must have been an oversight that they took so long to ship it. So at 8:27am, we notified Bank of America to put the $99 back through.

We rec'd the goods in question at 4:14pm, as per the USPS. As our credit card statement shows, which we have supplied proof to this company, the money was sent back to them. On 5/5/17 we confirmed with our credit card company that 100% esurranty received the $99 back to thier account. But you know what? They say they didn't! Total lies. We were on the phone today with our bank three separate occasions getting their advice on how to deal with this issue. They have our money! They are lying and saying they don't have it. Not only that- they still have my son's phone and they won't reply to us at all to send it back to us. So even if the $99 is or isn't a scam, they've stolen my son's phone. They won't return calls. They will be demeaning to you & insulting. They won't ever pick up the phone. It is a fake company who has a business plan that involves illegal activities. If you speak to the BBB and look up the 'owner', he has dozens of criminal reports for companies like this as well as on eBay. Horrendous. I will not stop reporting them for the liars that they are until they come clean and give my poor son his phone back.