Same thing. I sent my Surface 3 for screen fix. After 2 moths they told me that they can`t fix it because is to new and that they talked with Microsoft and get a new one. Is about over 3 months since then and nobody answered i send emails called tickets and no answer, so i got burned for $1500 easy.
In reviewing your account I see that you purchased your policy on 07/13/2014. You made a claim for damage on 07/23/2014. Your chose the monthly payment option for your coverage and non of your monthly payments were approved when billed. There are 2 declines for your monthly payment obligation. Further review of your claim show that a new device was scheduled to be sent to you via USPS signed delivery. This delivery was cancelled because of the declined payments. Once your account is brought up to current and you have paid the declined payment fee's, then your replacement device can be sent to you. Your account is not with our Fraud/Risk department for review.