When Danny Gardner cancels his Master Protection from Sears, a representative tells him to be patient and that the bank is slow to process refunds. But it’s been four months.
Question
I’m trying to get a refund from Sears Master Protection and I’m hoping you can help. I canceled two Master Protection Agreements recently. The same clerk processed both cancellations.
I received a refund for the first cancellation, which was for my dryer, two days later. But I never received the $89 back for the Master Protection on my washer.
I have spoken to various clerks, and no supervisor would take responsibility for processing the second refund. Sears has transcripts for every external telephone call from us. They also have written internal chats with the finance department that prove the clerks never processed the second refund correctly.
Sears has told me “the bank is slow” and I should keep waiting. But it’s been four months. Can you help? — Danny Gardner, Hoffman Estates, Ill.
Answer
Sears should have processed both of your refunds at the same time. I don’t think “the bank is slow” is a valid excuse when an employee handled the refunds at the same time. It’s far more likely someone at Sears made a clerical error and that your refund was missing in action.
That said, it appears Sears was trying to refund the Master Protection fee to your credit card, which you had used to purchase the warranty. Sears’ policy is in line with most other businesses — it always processes the refund back to the original form of payment.
How to cancel a Master Protection Agreement from Sears
If want to cancel your Master Protection Agreement with Sears, you might be in for a bit of a hassle. While the process isn’t overly complicated, it requires some careful steps to ensure you don’t get caught up in the fine print. Here’s what you need to know.
- Understand your agreement. First things first. Familiarize yourself with the terms of your Master Protection Agreement. This document outlines your rights, responsibilities, and the cancellation policy. Typically, you can cancel at any time, but knowing the specific terms will help you avoid any surprises.
- Put together a file. Before initiating the cancellation, collect all necessary information. This includes your agreement number, personal details, and any documentation related to your appliances. Having this on hand will streamline the process when you reach out to Sears.
- Contact Sears. The next step is to contact Sears’ customer service department. You can do this via phone or through their website, but I strongly recommend keeping your request in writing. Be prepared for potential wait times and have your information ready. If you encounter difficulties getting through, consider trying different times of day or using social media for quicker responses.
- Request a cancellation. Once you reach a representative, clearly state that you wish to cancel your Master Protection Agreement. They may ask for your agreement number and reason for cancellation. It’s essential to remain calm and polite; this can help expedite the process. Again, it’s best to do this in writing if possible.
- Ask about a refund. Don’t assume you’ll get your money back. Depending on how long you’ve had the agreement and the terms outlined in your contract, you may be eligible for a prorated refund. Inquire about this during your cancellation request to ensure you understand what, if anything, you’ll receive back.
- Get a confirmation. After your cancellation request is processed, ask for written confirmation. This will serve as proof that your agreement has been terminated and protect you from future charges.
- Set a calendar reminder to check on the refund. Don’t take Sears’ word for it. Create a calendar reminder to check on the status of your refund. If you don’t receive confirmation within a reasonable timeframe, follow up with customer service to ensure everything is in order.
These steps are not overly complicated, but you’ll want to follow them to ensure you get your money back for your Master Protection Agreement.
Can Sears keep your money for the Master Protection Agreement?
The paper trail between you and Sears (and indeed, between me and Sears) shows that it made a good faith effort to refund the Master Protection for your washer. But the money never appeared on your statement.
When that happens, the back and forth with the customer service department is minimally helpful. You need to get the attention of someone higher up. I recommend appealing to one of the Sears customer service managers I list on this site.
I think it’s a poor excuse when a company blames the bank for a slow refund. But clearly something happened between Sears and your bank, and it’s hard to know who was to blame.
You reached out to my advocacy team for help. I contacted Sears on your behalf. The company decided to try an alternate form of payment for your refund — an old-fashioned paper check.
“The check from my Sears reimbursement arrived yesterday,” you reported. “I have deposited the $85 online, and it has cleared my bank. Thank you very much for all of your attention to this matter. Blessings to you.”
