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I have my mobile phone service through Rogers. As part of my services I pay an $11 monthly premium for device protection.

My phone recently stopped working properly and I submitted a claim. I understand that Rogers sources out the device claims administration to Brightstar Device Protection. In order to submit a claim I was required to enter a valid credit card number. The claim was for a new device; Brightstar would send me a new device and I would return the old broken device to them.

In the event the old device was not returned within 3 weeks my credit card would be charged a non-return fee. I received the replacement device on June 22, 2018. I returned the old device in the shipping envelope that was provided. It was prepaid and labeled for return.

I sent it as directed by regular Canada Post. I continued to receive threatening recorded messages saying that my device hadn’t been returned and that I would be charges. I called Brightstar on July 13, 2018. After initially telling me they did not have my old device, they managed to confirm that they had received a package from me on July 5, 2018 and it hadn’t been ‘scanned’ yet.

I spoke with a manager at that time to complain that it hadn’t been posted in the 8 days since they received my device. I learned yesterday that Brightstar debited my Visa card $452 for a non-return charge. I called yesterday and they told me that my device had still not been ‘scanned’ – whatever that means. I don’t know how they can know that they received a package from me on July 5 and it not be reflected on my claim.

I was on the phone with them for more than an hour last night and no one was able to process a refund for me. They promised to escalate the ‘scan’ request.

Apparently scanning is done in the logistics department and they can only be reached my email. The reference number for the escalation is 95198.

Reason of review: Illegal Charges to my Credit Card.

Monetary Loss: $452.

Preferred solution: Full refund.

Brightstar Device Protection Cons: Every single thing.

Location: 2325 Lakeview Pkwy #700, Alpharetta, GA 30009, USA

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they are very worst and scammers.

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