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I've been paying this company over 3 years to cover my phones. When I finally need to file a claim for a phone I realized they had the wrong phone on file for me, an s8 rather than the phone I actually had, an s8+.

I understand making a mistake and thats an easy one to make, no problem there. When I asked about getting a replacement s8+ since thats the only phone I own and have never had an s8, thats when the trouble started.

Calling into this company is an absolute nightmare and it should be illegal to have a call-in system like they have. They ask you to dial in your postal code in the most insane way in order to speak with someone. The instructions just to get you through to an operator are about 5 mins long telling you to dial 2 numbers to input a letter followed by a star and then 1 number to input a number followed by a star and so forth. THIS IS TO SPEAK TO A PERSON, I'm 25 tech savvy and and couldn't figure it out, I can't imagine any other person would get further than I did.

When you finally speak to someone, they don't care at all what you have to say, they asked me to email them documents proving that I have an s8+ and then they'll get back to me. 2 weeks later I called to check in on what was supposed to take 2 bus. days. Now they need another document because the other wasn't sufficient. I don't imagine I'll be getting a fair replacement for my phone even after all the money I've thrown at this company.

Really unfortunate that legit business like wireless wave and rogers partner up with this company. Terrible experience and I wish i had read the reviews before I signed up for the plan

Reason of review: Poor customer service.

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