Big problem with SFR/Phone insurance
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maxredphenix2
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olivia86 -
olivia86 -
Hello everyone,
Two weeks ago, a guy stole my phone (he pushed me and took my S300 from my pocket; by the time I checked my pockets and looked on the ground, he was already far away and had run off into the alleys of the city center, making it impossible to find him). I contacted SFR and went to the police station to file a report, but they didn't do their job properly and kind of forced me to sign the paper since my driver's license, which I provided as ID, wasn't signed (too bad!!!!!).
SFR also didn't do their job well because I have a 5/5 insurance (ACE), and they told me that all the documents (police report, phone theft document, etc.) were sent to ACE. Five days later, SFR called me to say that the insurance did not take the theft into account because the police marked it as pickpocketing (bumping into someone and taking from their pocket is, for me, theft with aggression). So, I wrote a letter of contestation to the insurance and didn't get a response for a week. I decided to call them yesterday, and the insurance told me they had never been informed of this theft, so I sent the same documents that should have been sent by SFR to ACE. Feeling quite happy, I called SFR again to ask what was going on, and each time they told me they didn't have time; they had too many customers in the store.....
So I'm coming to you to ask:
- Can I cancel my SFR plan since I've been paying for nothing for two weeks and I don't have the right to a phone (the SIM card they reissued is super useful, but I can't even use it because I don't want to buy a new one, especially given the price of a phone like my S300+)?
- If I do cancel my plan (if I can), and if the insurance responds to me saying they are willing to reimburse my phone, will I receive that phone? Because logically, I would assume so since I pay for the insurance for that, but maybe it's not possible if I stop my plan.
Thank you in advance for your help
Maxredphenix
Two weeks ago, a guy stole my phone (he pushed me and took my S300 from my pocket; by the time I checked my pockets and looked on the ground, he was already far away and had run off into the alleys of the city center, making it impossible to find him). I contacted SFR and went to the police station to file a report, but they didn't do their job properly and kind of forced me to sign the paper since my driver's license, which I provided as ID, wasn't signed (too bad!!!!!).
SFR also didn't do their job well because I have a 5/5 insurance (ACE), and they told me that all the documents (police report, phone theft document, etc.) were sent to ACE. Five days later, SFR called me to say that the insurance did not take the theft into account because the police marked it as pickpocketing (bumping into someone and taking from their pocket is, for me, theft with aggression). So, I wrote a letter of contestation to the insurance and didn't get a response for a week. I decided to call them yesterday, and the insurance told me they had never been informed of this theft, so I sent the same documents that should have been sent by SFR to ACE. Feeling quite happy, I called SFR again to ask what was going on, and each time they told me they didn't have time; they had too many customers in the store.....
So I'm coming to you to ask:
- Can I cancel my SFR plan since I've been paying for nothing for two weeks and I don't have the right to a phone (the SIM card they reissued is super useful, but I can't even use it because I don't want to buy a new one, especially given the price of a phone like my S300+)?
- If I do cancel my plan (if I can), and if the insurance responds to me saying they are willing to reimburse my phone, will I receive that phone? Because logically, I would assume so since I pay for the insurance for that, but maybe it's not possible if I stop my plan.
Thank you in advance for your help
Maxredphenix
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11 réponses
Hello,
Regarding 5/5 and SFR, my phone fell out of my pocket while I was dancing and the external screen broke. Customer service directed me to Châteaudun). There, they left me to handle the claim on my own. My mobile was not covered because they claimed I should have said that I was pushed, as I mentioned dancing... The phone still works... I wanted to cancel the line, but there is a one-year commitment, and I cannot cancel it without being charged for the duration of that commitment. However, I think you can invoke the force majeure clause. Please look into it. Good luck, and above all, let it be known that 5/5 is a scam...
Ricksen
Regarding 5/5 and SFR, my phone fell out of my pocket while I was dancing and the external screen broke. Customer service directed me to Châteaudun). There, they left me to handle the claim on my own. My mobile was not covered because they claimed I should have said that I was pushed, as I mentioned dancing... The phone still works... I wanted to cancel the line, but there is a one-year commitment, and I cannot cancel it without being charged for the duration of that commitment. However, I think you can invoke the force majeure clause. Please look into it. Good luck, and above all, let it be known that 5/5 is a scam...
Ricksen
Hello.
If you are pushed and fall to the ground, this constitutes rape with violence. That’s what the Penal Code states.
If your insurance refuses to cover your stolen phone, contact a consumer protection association like 60 million consumers or UFC Que Choisir.
They have dozens of cases like yours and have all the answers to your questions.
As for me, I was a victim a few months ago of a violent theft of my phone purchased at Darty. Fortunately, I had taken their insurance. The reimbursement was completed in less than a month.
If you are pushed and fall to the ground, this constitutes rape with violence. That’s what the Penal Code states.
If your insurance refuses to cover your stolen phone, contact a consumer protection association like 60 million consumers or UFC Que Choisir.
They have dozens of cases like yours and have all the answers to your questions.
As for me, I was a victim a few months ago of a violent theft of my phone purchased at Darty. Fortunately, I had taken their insurance. The reimbursement was completed in less than a month.
Hello
I also have problems with SFR. After a jostle, my phone fell and the screen broke. I contact my insurance (a branch of SFR) and they take my request into account, but they also ask me for documents to be requested from SFR customer service... and now, for a month and a half, I've had nothing but issues!!! The customer service subscribes and cancels insurance contracts without my consent, and after a lot of problems, I don't even want to mention my bill.... Today, my insurance informs me (following my call since I haven't heard anything for 3 weeks) that SFR has canceled my insurance with THEM!!! So how do I handle the damage to my phone that I used for about a month!!! And yes, it's brand new!!!
I don't know what to do anymore!!!!
I also have problems with SFR. After a jostle, my phone fell and the screen broke. I contact my insurance (a branch of SFR) and they take my request into account, but they also ask me for documents to be requested from SFR customer service... and now, for a month and a half, I've had nothing but issues!!! The customer service subscribes and cancels insurance contracts without my consent, and after a lot of problems, I don't even want to mention my bill.... Today, my insurance informs me (following my call since I haven't heard anything for 3 weeks) that SFR has canceled my insurance with THEM!!! So how do I handle the damage to my phone that I used for about a month!!! And yes, it's brand new!!!
I don't know what to do anymore!!!!
Hello,
We have just obtained a new phone number to make it easier for you to contact CWI Corporate - Affinity Solutions: 04 26 10 96 37
Best regards,
Vincent from APRIL
We have just obtained a new phone number to make it easier for you to contact CWI Corporate - Affinity Solutions: 04 26 10 96 37
Best regards,
Vincent from APRIL
Hello.
I also have a big problem with SFR. I canceled an order because SFR had promised me over the phone a Blackberry + illimytic connect plan for 37.80 euros/month but subscribed to an insurance called BOL at SFR, which corresponds to the SPB insurance at SFR, an insurance with a bad reputation that charges 6 euros/month. SFR accepted my order cancellation but does not want to cancel SPB, which I did not ask for. Furthermore, they say they have lost my file and do not want to provide me with any documents proving that the order cancellation has indeed been accepted, a document necessary to prove my good faith with SPB. SFR is at fault, and I have therefore canceled all my services with them; I am switching to another operator. I have made opposition to all direct debits as well as card payments. All this to say that mobile insurances do not respect their commitments, so do not take them. And that some operators do not hesitate to add what you do not ask for, so be careful! For my part, I am filing a complaint against SFR for having engaged me in unwanted services and because they refuse to acknowledge their faults; they even "send me away" on the phone when I ask them for clarification on their fraudulent banking transactions. That's basically it; I wanted to publicly denounce this.
I also have a big problem with SFR. I canceled an order because SFR had promised me over the phone a Blackberry + illimytic connect plan for 37.80 euros/month but subscribed to an insurance called BOL at SFR, which corresponds to the SPB insurance at SFR, an insurance with a bad reputation that charges 6 euros/month. SFR accepted my order cancellation but does not want to cancel SPB, which I did not ask for. Furthermore, they say they have lost my file and do not want to provide me with any documents proving that the order cancellation has indeed been accepted, a document necessary to prove my good faith with SPB. SFR is at fault, and I have therefore canceled all my services with them; I am switching to another operator. I have made opposition to all direct debits as well as card payments. All this to say that mobile insurances do not respect their commitments, so do not take them. And that some operators do not hesitate to add what you do not ask for, so be careful! For my part, I am filing a complaint against SFR for having engaged me in unwanted services and because they refuse to acknowledge their faults; they even "send me away" on the phone when I ask them for clarification on their fraudulent banking transactions. That's basically it; I wanted to publicly denounce this.
Hello
My phone (iPhone) was violently stolen in January and now it’s mid-May
April Insurance is leading me on after several phone calls with them (about 0.37 min, around 2 hours) of conversation and 6 registered letters with acknowledgment of receipt, I still haven't received anything
I pay more than €56 for my plan plus €8.50 for insurance. Nothing has been spared. Since then, they keep citing an incomplete file or that I sent copies instead of originals, which is false (they used that excuse on me twice, two months apart, which only buys them more time).
Each time, of course, you have to call (0.37 min) to hear that your file is not compliant.
Everything is done to ensure that customers are compensated as late as possible or that they give up hope of ever being refunded.
I am disgusted and outraged by such practices and will do everything I can to have these practices publicly denounced.
Count your calls, registered letters, insurance; I do not recommend taking the insurance offered by SFR (April Insurance)
Thank you.
My phone (iPhone) was violently stolen in January and now it’s mid-May
April Insurance is leading me on after several phone calls with them (about 0.37 min, around 2 hours) of conversation and 6 registered letters with acknowledgment of receipt, I still haven't received anything
I pay more than €56 for my plan plus €8.50 for insurance. Nothing has been spared. Since then, they keep citing an incomplete file or that I sent copies instead of originals, which is false (they used that excuse on me twice, two months apart, which only buys them more time).
Each time, of course, you have to call (0.37 min) to hear that your file is not compliant.
Everything is done to ensure that customers are compensated as late as possible or that they give up hope of ever being refunded.
I am disgusted and outraged by such practices and will do everything I can to have these practices publicly denounced.
Count your calls, registered letters, insurance; I do not recommend taking the insurance offered by SFR (April Insurance)
Thank you.
Hello,
In any case, even if the file had been compliant, you would have had problems. In my case, my son had his iPHONE stolen from a locked locker in a gymnasium. Several phones were stolen at the same time. I informed the school as soon as my son was able to contact me. I called the police so they would come to the school immediately, but the officers refused because the school did not request it. I was therefore forced to go to the police station, and the report clearly mentioned the burglary. Today, 15 days after all these steps, ACE is demanding a statement from the school confirming that the locker was locked. Does this mean that we are not to trust the police when it is clearly stated in every declaration that any fraudulent report is punishable by a fine?
In any case, even if the file had been compliant, you would have had problems. In my case, my son had his iPHONE stolen from a locked locker in a gymnasium. Several phones were stolen at the same time. I informed the school as soon as my son was able to contact me. I called the police so they would come to the school immediately, but the officers refused because the school did not request it. I was therefore forced to go to the police station, and the report clearly mentioned the burglary. Today, 15 days after all these steps, ACE is demanding a statement from the school confirming that the locker was locked. Does this mean that we are not to trust the police when it is clearly stated in every declaration that any fraudulent report is punishable by a fine?
hello, I'm also in the same problem, my Samsung Player phone was stolen on the bus, so I did the same steps as you before I went on vacation in July, but I still haven't seen anything even though I pay for insurance every year, so I wanted to know if there's anyone in the same situation as me!!!
Hello,
I would like to intervene as the Customer Relations Manager at APRIL to provide a clarification. The APRIL Group sold APRIL Solutions, which notably manages the "Protect Intégrale" insurance, to the CWI group on February 25, 2010. Since that date, the company previously known as APRIL Solutions is no longer part of the APRIL group and is now called CWI Corporate - Affinity Solutions. Consequently, we no longer manage the "Protect Intégrale" insurance policy.
For any claims regarding "Protect Intégrale", please contact: CWI Corporate - Affinity Solutions at 04.26.29.43.38.
Thank you for relaying this information.
Vincent, Customer Relations Manager at APRIL
I would like to intervene as the Customer Relations Manager at APRIL to provide a clarification. The APRIL Group sold APRIL Solutions, which notably manages the "Protect Intégrale" insurance, to the CWI group on February 25, 2010. Since that date, the company previously known as APRIL Solutions is no longer part of the APRIL group and is now called CWI Corporate - Affinity Solutions. Consequently, we no longer manage the "Protect Intégrale" insurance policy.
For any claims regarding "Protect Intégrale", please contact: CWI Corporate - Affinity Solutions at 04.26.29.43.38.
Thank you for relaying this information.
Vincent, Customer Relations Manager at APRIL
My phone fell and doesn’t work anymore, so since I have Ace Europe insurance, I rush to Five on Five, but unfortunately, the store no longer exists!!
And to make matters worse, there are none left in my department, so I inform the insurance which sends me to the neighboring department (except I don’t know it, so finding a store!!!). I propose to send it at my own expense and they refuse because otherwise they won’t guarantee the phone!! And a girl who answers the phone tells me: "Buy yourself a GPS, and if you had a car problem, where would you go as instructed!!" So I told her that if I live in Paris, I’m not going to Marseille to get it repaired!! In the end, I’ve found that I’m being disrespected multiple times!!! Plus, they treat me like I’m stupid!!! I reported the incident but didn’t provide any paperwork since they told me that if I don’t bring my phone, they won’t take care of it!!
As a result, my provider does nothing but tell me to buy a new phone from them—what a joke!!!
So I’m going to cancel my insurance and oppose their withdrawal!! And I’ll see with a consumer service or something similar.
And to make matters worse, there are none left in my department, so I inform the insurance which sends me to the neighboring department (except I don’t know it, so finding a store!!!). I propose to send it at my own expense and they refuse because otherwise they won’t guarantee the phone!! And a girl who answers the phone tells me: "Buy yourself a GPS, and if you had a car problem, where would you go as instructed!!" So I told her that if I live in Paris, I’m not going to Marseille to get it repaired!! In the end, I’ve found that I’m being disrespected multiple times!!! Plus, they treat me like I’m stupid!!! I reported the incident but didn’t provide any paperwork since they told me that if I don’t bring my phone, they won’t take care of it!!
As a result, my provider does nothing but tell me to buy a new phone from them—what a joke!!!
So I’m going to cancel my insurance and oppose their withdrawal!! And I’ll see with a consumer service or something similar.