Sears Warranty cancellation problems

[JillD223111]

While off island our fridge broke down. In a panic I called Sears to inquire about their Protect Plan. I was assured that if I got it, I'd have 30 days to cancel without penalty. I got it and the repair man said our fridge wasn't fixable so I paid Sears the $124.00 for that and called and cancelled the Warranty. It was in June 2024.  The hard sales woman would not let me off the phone!  She kept going on with her spiel until I shouted I just wanted in cancelled.  I made it very clear. She said it was cancelled and I verified several times because I am always worried about things like this. 

Yesterday I noticed a Sears credit card charge on my statement.  I get online statements which I will change now.  She never cancelled it and the amount I've paid to date is $402.22 plus the $124.36 for not having a plan.   

After two days trying to find an account of mine online and getting a "you don't have an account" message when I put in my email and try to reset a password" , I finally got someone on the phone.  They offered to reimburse me $112.25 minus a $25.00 processing fee.  I went through four departments and four agents to get a "There is nothing I can do" response".

The last agent is forwarding it to a manager and I should hear back in 7 to 10 days after they listen to the original phone call.  She said a verification email was sent to my address.  I asked her what address that might be.  It was the wildest email address I had ever heard and definitely NOT mine!  All the documents they sent out regarding the new plan, and other details went to some made-up email.  And worse still, the verification of the new cancellation and elevation confirmation to the "manager" went to the bogus email and the agent says it can't be resent.  Why?

I suspect the agent was mad at me for yelling at her to "cancel" the plan and put in a bogus email to assure I wouldn't know what was going on.  After that first cancellation I thought it was over and done, thus a lack of communication.   

Sears phone agents are liars, unhelpful and despicable. The time on the phone is unreasonable and now I am out my money.  What can I do at this point?  Please HELP!

[GailL1]

@JillD223111 

You know this isn’t “SEARS” anymore but a warranty/ repair service that has taken on this part of the defunct business.  

Yes, stop the auto charges to your card - or bank - but as far as getting credit from them, you have to make sure you cancelled EXACTLY as was stipulated in the contract.  When and How and hopefully you have some proof of this.  

If you have this covered, present them with proof that you did it just as it was described in the contract which you agreed to when you accepted the “Protection Plan”.

Why did it take this long for you to act maybe another problem which you may have to overcome.

[JillD223111]

I I have no proof as they sent all correspondence to the bogus email address. I don't know who made that up or they confused me with another customer and that was their email.

I have online statements and have hundreds of charges per month.  I don't always go though them all.  I've just changed to paper statements which I think will be easier to manage. I

thanks for the advice.  I'm going to wait my 10 days and if the "manager" doesn't agree to refund my money, I'll go to the BBB and my state attorney general. 

[BtW751689]

If it is on your credit card call them and get it reversed.  If it is a bank account, call your bank.  We had this happen to a family member with some home security program and the only way he got out of it was to cancel his checking account and create a new checking account.  Yes a pill but that's what had to be done.  Even then they somehow found the new checking account but we had already alerted the bank not to honor it.  The security company threated to sue.  A letter from a lawyer stopped it as well.

[JillD223111]

If I report it "fraud" they said, my account will be closed and a new credit card issued. If I report it "unauthorized" it applies to only transactions within their window to do that.  I'm conflicted on which to do. Fraud is a pretty big accusation and the bank said it's fraud if I never provided the credit card number or agreed to a contract.  I did give them the CC number and agreed initially even though I revoked it immediately afterward. It's Sears policy that says cancellation is free within 30 days but the agent didn't do it at all and now it's her word against mine.