MediaWorld - Vicenza Reviews 

I am writing to request an urgent update regarding my complaint (Complaint No. 1397591), which was submitted in February. Despite several months having passed, I have not received any resolution or satisfactory response.

When I purchased a mobile phone from MediaWorld in Italy, I was pressured into purchasing an insurance policy worth €356. I clearly informed the staff that I did not require insurance; however, I was told that the phone would not be sold to me without it. As a result, I felt compelled to purchase the insurance.

A few months later, my phone was stolen while I was traveling on a bus. I followed all required procedures to submit an insurance claim. Due to my limited knowledge of the Italian language, a misunderstanding occurred when I reported the incident to the police. Although I explained that my phone had been stolen, the initial police report incorrectly stated that the phone was lost.

As soon as I became aware of the error, I requested a correction, and the police updated the report to accurately state that the phone had been stolen. MediaWorld instructed me to upload the police report through their application, which I did. However, I never received any response regarding the documents I submitted.

After waiting more than a month, I was informed that my claim had been denied because the original report stated that the phone was lost, despite the corrected police report being provided. I repeatedly explained that this discrepancy resulted solely from a language barrier, but my explanations were disregarded.

Furthermore, I personally visited the MediaWorld store two to three times seeking assistance. Each time, I was informed that the store could not help me and was provided with the contact number 0286311983. I spent an entire week attempting to reach someone at that number. Most of my calls went unanswered, and when I finally spoke with a representative, I was told to contact the store directly. I was repeatedly referred back and forth without receiving any assistance.

I was also provided with another contact number, 0286311990. When I contacted this number, I was informed that my complaint had expired, despite the fact that I had uploaded all requested documentation through the MediaWorld application as instructed. Receiving such conflicting information after following every procedure requested by MediaWorld has been extremely frustrating and distressing.

Throughout this process, I have made every effort to cooperate, provide documentation, and comply with all requirements. Instead of receiving assistance, I have experienced delays, lack of communication, contradictory information, and repeated refusals to help. This treatment has caused significant stress and inconvenience.

I saved every penny to purchase this phone and paid €356 for insurance in good faith, expecting protection in the event of theft. To date, I have not received a fair review of my claim or a proper explanation for its rejection.

Therefore, I respectfully request:

1. An immediate update regarding Complaint No. 1397591.
2. A full review of my insurance claim based on the corrected police report.
3. A written explanation regarding why my complaint was allegedly considered expired despite my timely submission of documents.
4. A clear explanation for the lack of response to the documentation uploaded through the MediaWorld application.
5. A fair and prompt resolution of this matter.

I expect a formal response and a proper resolution as soon as possible. If this matter continues to remain unresolved, I will be forced to escalate my complaint to the relevant consumer protection and regulatory authorities.