On March 2nd I added my daughter to my cellphone plan. The centurytel agent gave her my phone number and gave me a new one. She asked if I wanted my daughter to have the replacement insurance on her phone. I said yes.
I have had my phone for over 2 years and have been paying for the replacement insurance on it since I had it. I told the agent my phone wasn't working well.
She told me I had insurance, so I can get it replaced. So, I called them on the 12th to file a claim. He asked when the phone started acting up. I told him it has been doing it for awhile. He said he needed a date and I said I don't know when it did.
He said he had to have a date. So I said okay, sometime last week. So, he picked the 5th of March. Then he told me they didn't have me in the data bank.
The rep was going to send over my claim to someone and I should hear from them in 2 days. He said to call back if they didn't call.
Of course, they didn't call. I called on the third day. They said they canceled my insurance because I filed the claim on the same day I got insurance. I told them no, I have been paying insurance for a couple of years.
Well, it seems to me they basically insure phone numbers, not the phone. They refuse to replace it because my number was switched. No where in their terms and conditions does it say anything about insuring a phone number not the phone.
I think centurytel is partially to blame because she changed my number and they didn't get my insurance in right away for the new number. Which she didn't know how the insurance works obviously.
I talked to my centurytel agent on the 15th and she called them on the 18th and they still refused. She said she talked to someone at centurytel to see if they could replace the phone. I called her again on Thursday and she said she was waiting to hear from centurytel.
People need to know how cellphone replacement works because it isn't as cut and dried as it looks. I feel they have stolen from me over the last 2 years.
Dawn
twin lake, Michigan
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