Complaint Review: Lock\line Insurance Agency

Through Verizon Wireless I have been paying for years for insurance coverage on my mobile phone in the event it should become lost or stolen. On Thursday, August 27th 2004 I called to the insurance carrier, lock\line, to request a replacement phone for my missing LG VX4400. On Monday I received a replacement Motorola 720. The replacement unit is in no way comparable in quality and features to the LG VX4400.

My complaints to "customer service" representatives have fallen on deaf ears. The quality I paid for in the LG4400 was completely missing in the Motorola. The features I chose the LG4400 specifically for were deemed "cosmetic" and dismissed as irrelevant. I complained to Verizon Wireless, and have had no less than six representatives agree with me that the replacement unit is NOT COMPARABLE. I even stayed on the line while a CSR from Verizon called lock\line to reiterate the inadequacy of the Motorola. She was treated with the same callous disregard.

I plan on filing formal letters of complaint with any and all interested parties. I would like to send a copy of this letter to lock\line's corporate headquarters in care of their president/CEO as well as to the head of "customer service" department, but I am unable to find a physical address or specific name for any officer of the lock\line company, and when I called lock\line to request this information I was informed that I cannot be given this information due to "security reasons". WHAT IS LOCK\LINE SO AFRAID OF that they will not provide an address, or a name? Sending any letter to the P.O. box I was given is more than likely a waste of time and paper.

I have already called my bank to dispute the $50.00 deductable charge to my credit card and will also be requesting full compensation for the telephone that I ultimately purchased to replace my LG4400 since lock\line has clearly demonstrated its inability to fulfill the terms of its contract with me by providing "similar equipment of like kind and quality" (their words, not mine!) I also will be filing a complaint with the California Department of Insurance on this matter.

Please understand that the people at Verizon have been patient to a fault and I do not in any way blame them (except for their poor choice in insurance carriers!) The astounding arrogance of the lock\line people only puts Verizon in the best of lights.

Melanie
Belmont, California
U.S.A.