ComplaintsforAsurion

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a protection plan through Straighttalk Wireless for my 512GB ******* Galaxy S23 Ultra. The phone was destroyed while on vacation. I filed a claim on the device in early March 2024. The claim process was fairly easy and straight forward and I was issued claim ID ************. Their website states the replacement device will be of like kind and quality so the deductible of $200 was reasonable for a replacement device similar to a phone that retails for more than $1,000. Initially I was told the phone was on backorder. This was not too much of an issue as I had a cheap phone that I could use in the meantime until my device was back in stock. Today I received an email that my device was ready to be shipped and I was told to finish the claim process, pay the deductible, and have my device sent next day to my address. While entering my information to pay the deductible I noticed the replacement device listed was a ******* Galaxy A54 5G 128GB. A little research indicates this device can be purchased for around $200 online. No one would put a top of the line flagship phone next to a budget smartphone and say " these two phones are of like kind and quality". plus with a cheap phone already in my possession, paying a $200 deductible for a $200 phone makes no sense. I have no problem waiting for a phone that is similar to the one I filed a claim for, but to suggest that this company is fulfilling their insurance obligation by sending a low budget device to replace a very expensive device is highly questionable. Following the revelation that I would not be receiving something similar to what was destroyed, I called the customer service number and was told there were no other options and that was the device I would be sent. I then called the number for the company listed in the description on the BBB website and that call went unanswered. It would be great if companies could follow through with their promises and provide service that should be expected by consumers.

  Customer response

  03/22/2024

  I received a phone call from Asurion that provided an acceptable resolution to this complaint. because they did not have a device of like kind or quality in stock, they offered to send a check in the amount of the retail value of the destroyed device. with this check I can purchase at my discretion a device of similar quality to that which was destroyed. I consider this fulfillment of their obligation as an insurance provider and am happy with this result.

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been facing an extremely frustrating issue with my ******* Galaxy S22 Ultra 5G 512GB cell phone since December of 2023. Despite calling customer service multiple times and going through several diagnostic tests over the phone, the issue persists. Even the ******* Help desk suggested that it was a network issue, but when I visited several **** offices, they couldn't figure out why my phone kept saying "not registered on the network." Whenever I try to make a call, use the internet, or send text messages, my phone shows an error message, and I am unable to use any of the services. I can only use my phone when I am connected to Wi-Fi. This issue seems to be a network issue, and it's been affecting my phone's performance for the last few months. To resolve this issue, an **** customer service agent advised me to visit the Asurion office to conduct a physical diagnostic test on my phone. The test results concluded that my phone was functioning perfectly fine, and the issue was not from my phone. Despite dealing with this issue since December, the problem persists, and I have been calling ****'s customer service several times, only to be told that there is nothing they can do except purchase a new phone. However, as a loyal customer of **** for years, I believe it's their responsibility to provide me with a new phone. I have Asurion insurance, but they require me to pay $275 to replace my phone. I don't think I should be responsible for this, as the issue is not from my phone but from the network. Moreover, I have been paying my cell phone bill since December and will continue to do so. I expect **** to give me the service that I am paying for and to treat me with the respect that a valued customer deserves. I have been a loyal customer of **** for years, and I hope that the company will value my patronage and take the necessary steps to resolve this matter.

  

  Business response

  03/21/2024

  The above-mentioned complaint was found to raise issues with protection services provided by Asurion. Although AT&T bills on behalf of Asurion, we are not the protection carrier. If you have any questions regarding the protection program, contact Asurion at ************** or go online to www.phoneclaim.com/att.

  

  Business response

  03/21/2024

  AT&T has confirmed that the matter involves Asurion Insurance Services. Transferring complaint to be addressed by Asurion.

  

  Business response

  04/08/2024

  April 8, 2024
  
  ******* Techiemensah
  E-mail: *****************
  
  Re: Case # ********
  
  Dear ***************************,
  
  In connection with the above-referenced case filed with the Better Business Bureau (BBB), we submit the below in response. 
  
  The case you filed with the BBB on March 21,2024, states:
  
  I have been facing an extremely frustrating issue with my ******* Galaxy S22 Ultra 5G 512GB cell phone since December of 2023. Despite calling customer service multiple times and going through several diagnostic tests over the phone, the issue persists. Even the ******* Help desk suggested that it was a network issue, but when I visited several AT&T offices, they couldn't figure out why my phone kept saying "not registered on the network." Whenever I try to make a call, use the internet, or send text messages, my phone shows an error message,and I am unable to use any of the services. I can only use my phone when I am connected to Wi-Fi. This issue seems to be a network issue, and it's been affecting my phone's performance for the last few months. To resolve this issue, an AT&T customer service agent advised me to visit the Asurion office to conduct a physical diagnostic test on my phone. The test results concluded that my phone was functioning perfectly fine, and the issue was not from my phone. Despite dealing with this issue since December, the problem persists,and I have been calling AT&T's customer service several times, only to be told that there is nothing they can do except purchase a new phone. However, as a loyal customer of AT&T for years, I believe it's their responsibility to provide me with a new phone. I have Asurion insurance, but they require me to pay $275 to replace my phone. I don't think I should be responsible for this,as the issue is not from my phone but from the network. Moreover, I have been paying my cell phone bill since December and will continue to do so. I expect AT&T to give me the service that I am paying for and to treat me with the respect that a valued customer deserves. I have been a loyal customer of AT&T for years, and I hope that the company will value my patronage and take the necessary steps to resolve this matter.
  
  The desired resolution listed in your case states the following:
  
  Replacement.
  
  Response:
  
  On March 22, 2024, Asurion received notification of your complaint with the ********************************* (the **** regarding the same concerns described above.  Asurion fully addressed your concerns in our written response to the *** on/around April 5, 2024.
  
  Regards,
  
  *********************, Regulatory Complaints
  Email ******************************************
  

• Initial Complaint

  03/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Want to cancel insurance coverage on my ******* cell phones.

  

  Business response

  04/18/2024

  April 18, 2024
  
  W. *********************************
  ***********************************************************************
  
  Re: Case # ********
  
  Dear W. *********************************,
  
  In connection with the above-referenced case filed with the Better Business Bureau (BBB), we submit the below in response. 
  
  The case you filed with the BBB on March 18,2024, states:
  
  Want to cancel insurance coverage on my ******* cell phones.
  
  The following is the desired resolution listed in your complaint:
  
  Wish to cancel monthly charge for coverage of cell phones. Asurion said to call Asurion Customer Service at ************ to cancel policy. Called number sent from them to me via email and was told that the 3 company representatives I spoke with could not cancel my coverage. I was given a runaround and spent 1 1/2 hours on phone holds and transfers. Asked to speak with a supervisor and was told none readily available. Finally informed I was speaking with call center in ***************. Cannot find a phone number for the company located in *********,**. I want to cancel phone insurance on my ******* phones.
  
  Response:
  
  ******* Mobile Protect (VMP) is an optional device ********************** program that is available to ******* Wireless customers and provides coverage for eligible devices that are lost, stolen,damaged or experience post-warranty malfunctions.  Asurion Insurance Services, Inc. (Asurion)is the program administrator for the Wireless Phone Protection insurance program (***), which is a component of VMP and provides coverage for loss,theft, and damage.  In addition to the *** insurance coverage, VMP includes ******* Extended Warranty (EW)protection, which is a ******* service contract that provides coverage in the event the customers device experiences a malfunction or defect after the manufacturers warranty has expired.  On November 1, 2021, the primary account holder, *******************, enrolled the wireless number ending in 2796 in VMP.
  
  In reviewing your concerns, we wish to clarify that although ******* bills on behalf of Asurion, coverage may be canceled by visiting a ******* store, calling ******* directly, logging into your ******* account, or by calling Asurions Customer Care at **************.  Unfortunately, you stated you attempted to call Asurions Customer Care at ************** for cancelation assistance without any success.  Asurion records reflect that you did call us, and at that time, we attempted to assist you with the cancellation process by transferring you to *******; however, at that time,you disconnected the call.
  
  Following receipt of the BBB matter, in order to prevent any further delays, on April 17,2024, Asurion submitted a request to remove VMP for the wireless number ending in 2796.  The timeframe for completing this request is 2-3 business days.  If you have any further questions or concerns regarding the removal of VMP, please contact me directly at the email address below. Alternatively, you may contact ******* Wireless directly at ************ for immediate assistance with removing VMP.
  
  We sincerely apologize for any inconvenience or frustration this matter may have caused.  We make a commitment to our customers to provide exemplary customer service and make the cancellation process easy and convenient.  We truly regret that this was not your experience.
  
  Regards,
  
  *********************, Regulatory Affairs
  Email ******************************************
  

  Customer response

  04/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  W *********************************

• Initial Complaint

  03/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased insurance with Asurion to cover my cell phone thats over $1,000.00. I filed a claim and was promised a technician that never arrived . Called back the next day and they are trying to set up another tech for the same time while telling me they dont think a tech will be there between 7-9pm on a Saturday . They dont offer next day service even though its advertised on their website . Now we have to wait 4 days to get a phone they promised same day delivery . They offered me $25.00 for the inconvenience . Im reporting the false advertisement of them having a phone to you same day or latest next day delivery .

  

  Business response

  04/04/2024

  April 4, 2024
  
  ***********************
  ********************************************************
  
  Re: Case # ********
  
  Dear ***********************,
  
  In connection with the above-referenced case filed with the Better Business Bureau (BBB), we submit the below in response. 
  
  The case you filed with the BBB on March 9,2024, states:
  
  I purchased insurance with Asurion to cover my cell phone thats over $1,000.00. I filed a claim and was promised a technician that never arrived . Called back the next day and they are trying to set up another tech for the same time while telling me they dont think a tech will be there between 7-9pm on a Saturday . They dont offer next day service even though its advertised on their website . Now we have to wait 4 days to get a phone they promised same day delivery . They offered me $25.00 for the inconvenience . Im reporting the false advertisement of them having a phone to you same day or latest next day delivery.
  
  The desired resolution listed in your case states the following:
  
  Contact by the business.
  
  Response:
  
  Asurion is the licensed insurance agent and claims administrator for the AT&T Protect Advantage for 4 (PA4)program, which is an optional device ********************** program available to AT&Ts customers. PA4 provides coverage for up to four (4) eligible devices in the event they are lost, stolen, damaged, or experience an out-of-warranty malfunction. PA4 includes Protect Insurance, which provides coverage for loss,theft, and physical damage (excluding accidental damage from handling), and Protect Service Contract, which provides coverage for accidental damage from handling (including screen claims) and out-of-warranty malfunctions. The Protect Insurance is underwritten by **************************** (Continental),which is one of the *** underwriting companies. Customers can file a claim by calling Asurions toll-free number at ************** or by going online at www.phoneclaim.com/att. 
  
  Following the receipt of this matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter. Asurion acknowledges that there was a delay in the delivery of your replacement device due to a lack of available Same Day Delivery technicians and sincerely apologizes for the inconvenience you may have experienced because of this matter.  Asurion determined that on March 7, 2024, the replacement Apple iPhone 15 Pro 128GB (Replacement Device) was delivered to the address you provided. In addition, on March 11, 2024, an Asurion representative attempted to contact you to address your concerns but was unable to reach you. The Asurion representative left voicemails and sent an email with their direct contact information. If you have any questions or concerns, please contact the Asurion representative directly using the contact information provided. 
  
  We sincerely apologize for your frustration and the inconvenience caused. We make a commitment to our customers to make the claims process easy and convenient, and we truly regret that this was not your experience. Your experience is not representative of the quality and/or reliability of the service Asurion strives to provide, and your feedback will be utilized in identifying opportunities for process improvement. 
  
  Regards,
  
  ***************************, Regulatory Complaints
  Email ***************************************
  
  
  
  
  
  

• Initial Complaint

  03/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I filed an insurance claim with Asurion (Claim ID: ************* and was supposed to receive a check for $1167.75. They assured me i would receive my check in 3-5 business days from Jan 10, 2024. I have since called back 6 times, each time being assured all issues have been resolved and i will receive my check in 3-5 business days with a ***** tracking number to track the check in the mail. I still have not received my check and have never received a tracking number for the check. The online claim tracking page has shown the wrong information since day one.Asurion individuals have refused to connect my with a supervisor even after multiple requests, each time ensuring me that everything has been resolved and i will receive my check in 3-5 business days. It has been a total of 57 days to this point.

  Customer response

  03/07/2024

  Verizon

  **********

   

  

  Business response

  04/03/2024

  April 3, 2024
  
  *****************************
  ****************************
  *********, ** 98629
  
  Re: Case # ********
  
  Dear *****************************,
  
  In connection with the above-referenced case filed with the Better Business Bureau (BBB), we submit the below in response. 
  
  The case you filed with the BBB on March 7,2024, states:
  
  I filed an insurance claim with Asurion (Claim ID: ************* and was supposed to receive a check for $1167.75. They assured me i would receive my check in 3-5 business days from Jan 10, 2024. I have since called back 6 times, each time being assured all issues have been resolved and i will receive my check in 3-5 business days with a ***** tracking number to track the check in the mail. I still have not received my check and have never received a tracking number for the check. The online claim tracking page has shown the wrong information since day one. Asurion individuals have refused to connect my with a supervisor even after multiple requests, each time ensuring me that everything has been resolved and i will receive my check in 3-5 business days. It has been a total of 57 days to this point
  
  The desired resolution listed in your case states the following:
  
  Refund;Delivery
  
  Response:
  
  ******* Mobile Protect Multi-Device (VMPMD) is an optional device ********************** program that is available to ******* Wireless customers and provides coverage for eligible devices that are lost, stolen, damaged, or experience post-warranty malfunctions. Asurion Insurance Services, Inc. (Asurion) is the program administrator for the Wireless Phone Protection insurance coverage (WPP),which is a component of the Protect MD program that, along with insurance coverage, includes extended warranty coverage and technical support.  Customers enrolled in Protect MD can file a claim by calling Asurions toll-free number or going online at www.phoneclaim.com.
  
  Following the receipt of this matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter. On January 10, 2024, you filed a claim for a damaged ******* Galaxy S22 Ultra 5G 128GB (Claimed Device) for the wireless number ending in 3579. During the claim process, you were offered a replacement through reimbursement. The reimbursement option provides you a check for the current purchase price of a replacement device, plus applicable taxes minus the $99 replacement deductible,totaling $********, and you accepted this option. On January 11, 2024, the ******** reimbursement check was mailed to the address you provided. However,on January 23, 2024, you contacted Asurion to report that you had not received the reimbursement check.
  
  Asurion acknowledges that there was a delay in receiving the reimbursement check, as the check may have been lost in transit, and sincerely apologizes for the inconvenience you may have experienced. To resolve the matter, on March 4, 2024, Asurion reissued the reimbursement check in the amount of $********. On March 28, 2024, an Asurion representative contacted you and confirmed your receipt of the reimbursement check. Therefore,we consider this matter to be resolved. 
  
  We sincerely apologize for your frustration. We make a commitment to our customers to make the claims process easy and convenient,and we truly regret that this was not your experience.
  
  Regards,
  
  ***************************, Regulatory Complaints
  Email ***************************************
  
  
  
  
  
  

• Initial Complaint

  03/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My experience with this company has been a complete joke! My phone broke on Monday 2/12/24 and I filed a claim. I only had 2 option, wait for the s23 ultra to not be on backorder or have my device repaired at home. I called to make sure this right cause I was 99% sure that they did not come to me in my small mountain town. I asked 3 times to make sure they would come up here. She assured me that they do and would be there on Thursday 2/15. I got a call Thursday saying they did not come up here. Surprise Surprise So I called and told them I needed another solution. The nearest location I could do a walk in was over 3 hours away. So we agreed that they would send me a check for the value of my device. A little annoying. My reimbursement check came on 2/22 but I didn't see it until Fri 2/23 and that when I found out that it was in my fathers name. Usually not a problem but he lives in ********* and I live in ********. I should've just sent him the check and had him send me the money. Instead I called to have a check sent in the right name. This was 2/23 I notified them and they knew to send out the correct check. Tell me why it is now 3/6 and I have not yet got confirmation on when the check will be here. I was positively reassured on 2/23 that I would have a check in 3-5 business days. When I didn't receive a check in 3-5 days I called on 3/1 to verify what is going on. I spoke to 3 people that day after finding out that they missed a step and never voided the first check. WHY did I have to call for them to realize that. That's when I was upset and wanted to speak to someone higher up. I then spoke to ******* who said he would take care of it and I would have a check on Tuesday 3/5 I then spoke to ******* and she took over. Tues 3/5 no check. 3/6 I call for an update from ******* to be told it would be 7-10 bussines days because she also missed a step. Like WTF. So ******** took over and hopefully she will get this taken care of but this is absolutely UNACCEPTABLE!!!

  Customer response

  03/07/2024

  This is with ******* with the mobile number **********. A backup number (my girlfriends) **********

  

  Business response

  04/03/2024

  April 3, 2024
  
  *********************
  328 *************
  *************, ** 80813
  
  Re: Case # ********
  
  Dear *********************,
  
  In connection with the above-referenced case filed with the Better Business Bureau (BBB), we submit the below in response. 
  
  The case you filed with the BBB on March 6,2024, states:
  
  My experience with this company has been a complete joke! My phone broke on Monday 2/12/24 and I filed a claim. I only had 2 option, wait for the s23 ultra to not be on backorder or have my device repaired at home. I called to make sure this right cause I was 99% sure that they did not come to me in my small mountain town. I asked 3 times to make sure they would come up here. She assured me that they do and would be there on Thursday 2/15. I got a call Thursday saying they did not come up here. Surprise Surprise So I called and told them I needed another solution. The nearest location I could do a walk in was over 3 hours away. So we agreed that they would send me a check for the value of my device. A little annoying. My reimbursement check came on 2/22 but I didn't see it until Fri 2/23 and that when I found out that it was in my fathers name. Usually not a problem but he lives in ********* and I live in ********. I should've just sent him the check and had him send me the money. Instead I called to have a check sent in the right name. This was 2/23 I notified them and they knew to send out the correct check. Tell me why it is now 3/6 and I have not yet got confirmation on when the check will be here. I was positively reassured on 2/23 that I would have a check in 3-5 business days. When I didn't receive a check in 3-5 days I called on 3/1 to verify what is going on. I spoke to 3 people that day after finding out that they missed a step and never voided the first check. WHY did I have to call for them to realize that. That's when I was upset and wanted to speak to someone higher up. I then spoke to ******* who said he would take care of it and I would have a check on Tuesday 3/5 I then spoke to ******* and she took over. Tues 3/5 no check. 3/6 I call for an update from ******* to be told it would be 7-10 bussines days because she also missed a step. Like WTF. So ******** took over and hopefully she will get this taken care of but this is absolutely UNACCEPTABLE!!!
  
  
  This is with ******* with the mobile number **********. A backup number (my girlfriends) **********
  
  The desired resolution listed in your case states the following:
  
  Finish the Job.
  
  Response:
  
  ******* Mobile Protect Multi-Device (VMPMD) is an optional device ********************** program that is available to ******* Wireless customers and provides coverage for eligible devices that are lost, stolen, damaged, or experience post-warranty malfunctions. Asurion Insurance Services, Inc. (Asurion) is the program administrator for the Wireless Phone Protection insurance coverage (WPP),which is a component of the Protect MD program that, along with insurance coverage, includes extended warranty coverage and technical support.  Customers enrolled in Protect MD can file a claim by calling Asurions toll-free number or going online at www.phoneclaim.com.
  
  Following the receipt of this matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter. On February 11, 2024, you filed a claim for a damaged ******* Galaxy S23 Ultra 5G 256GB (Claimed Device) for the wireless number ending in 3039. During the claim process, you were offered an on-site repair option, which you accepted and scheduled a repair appointment for February 19, 2024. However, on February 15, 2024, you spoke with an Asurion representative who informed you that the repair option was no longer available due to unavailable parts. To resolve the matter, the Asurion offered to provide a replacement through reimbursement. The reimbursement option provides you a check for the current purchase price of a replacement device, plus applicable taxes totaling $1265.99, and you accepted this option. On February 20, 2024, the $1265.99 reimbursement check was mailed to the address you provided. However, on February 23, 2024, you contacted Asurion to report that you received the reimbursement check, but the name on the check was incorrect.
  
  Asurion acknowledges that there was a delay in receiving the reimbursement check, as the check was issued under the primary account holders name, and sincerely apologizes for the inconvenience you may have experienced. To resolve the matter, on March 4,2024, Asurion reissued the reimbursement check in the amount of $1265.99. On March 13, 2024, an Asurion representative received a voicemail from you confirming your receipt of the reimbursement check. Therefore, we consider this matter to be resolved. 
  
  We sincerely apologize for your frustration. We make a commitment to our customers to make the claims process easy and convenient,and we truly regret that this was not your experience.
  
  Regards,
  
  ***************************, Regulatory Complaints
  Email ***************************************
  
  
  
  
  
  

• Initial Complaint

  03/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In Dec2023, I filed an insurance claim with Asurion because my phone was damaged. They had someone out right away to give me a replacement. They gave me a prepackaged mailer to return the damaged phone. A few days later, I had to file another claim on the replacement I just received, because it did not work and the screen went black. Again, someone was out right away with another replacement and a prepackaged mailer to return my damaged replacement phone. I now had two mailers to return two separate phones. I placed my original damaged phone in one mailer and the damaged replacement phone in the other mailer. I mailed them both back on the same day the beginning of January. Both were given to my mailman. I received an email last week stating they did not get one of the phones back and were charging me $575. I called both Asurion and **** and neither one of them can find any tracking for either phone even though they say they got one of them. I was able to give the **** numbers for both because they said they would be able to track it with that however, they were unsuccessful. I called multiple times and was hung up on twice while they were researching it. They said all they can tell me is that their system shows one was received, and the other wasnt and it was just a click of a button when they enter that. I am fully convinced they have both phones. I am not sure if it is user error when accepting the phone or if there was an issue because I mailed 2 phones back and they had confusion. I mailed both out the same day. No one can tell me anything or help me at **** or Asurion. I do not owe the money for this phone because I dont have it. It was returned.

  Customer response

  03/20/2024

  Spoke with AT&T who advised that its my word against Asurion because I didnt physically take it into **** and only gave it to my mailman. And that for future reference to take it to the post office next time. That there is nothing they can do at this point and I owe everything even though I dont have the phone
  

  

  Business response

  04/01/2024

  April 1, 2024
  
  *********************************
  7447 ************
  ******, ** 28451
  
  Re: Case # ********
  
  Dear **************************************************** connection with the above-referenced case filed with the Better Business Bureau (BBB), we submit the below in response. 
  
  The case you filed with the BBB on March 6, 2024,states:
  
  In Dec2023,I filed an insurance claim with Asurion because my phone was damaged. They had someone out right away to give me a replacement. They gave me a prepackaged mailer to return the damaged phone. A few days later, I had to file another claim on the replacement I just received, because it did not work and the screen went black. Again, someone was out right away with another replacement and a prepackaged mailer to return my damaged replacement phone. I now had two mailers to return two separate phones. I placed my original damaged phone in one mailer and the damaged replacement phone in the other mailer. I mailed them both back on the same day the beginning of January. Both were given to my mailman. I received an email last week stating they did not get one of the phones back and were charging me $575. I called both Asurion and AT&T and neither one of them can find any tracking for either phone even though they say they got one of them. I was able to give the **** numbers for both because they said they would be able to track it with that however, they were unsuccessful.I called multiple times and was hung up on twice while they were researchingit. They said all they can tell me is that their system shows one was received,and the other wasnt and it was just a click of a button when they enter that.I am fully convinced they have both phones. I am not sure if it is user error when accepting the phone or if there was an issue because I mailed 2 phones back and they had confusion. I mailed both out the same day. No one can tell me anything or help me at AT&T or Asurion. I do not owe the money for this phone because I dont have it. It was returned.
  
  The desired resolution listed in your case states the following:
  
  Billing Adjustment.
  
  Response:
  
  Asurion Protection Services, LLC (Asurion) is the licensed insurance agent and claims administrator for the AT&T Protect Advantage for 4 (PA4) program, which is an optional device ********************** program available to AT&Ts customers.  PA4 provides coverage for up to four (4)eligible devices in the event they are lost, stolen, damaged or experience an out-of-warranty malfunction.  PA4 includes Protect Insurance, which provides coverage for loss, theft, and physical damage (excluding accidental damage from handling), and Protect Service Contract, which provides coverage for accidental damage from handling (including screen claims) and out-of-warranty malfunctions.  PA4 also includes Protech technical support.  Customers can file a claim by calling Asurions toll-free number at **************, or by going online at www.phoneclaim.com/att.
  
  On January 6, 2023, the primary account holder, ******************** Blue (the Insured) enrolled the wireless account in the PA4 program, and it remains enrolled.  Following the enrollment in PA4, on January 9, 2023, the Insured was sent a Welcome Letter, which provided access to the PA4 Terms and Conditions and the Coverage Certificate.  On November 6, 2023, the Insured was sent a Program Change Notice, which provided access to updated copies of the PA4 Terms and Conditions and the Coverage Certificate. Key program disclosures are provided to customers prior to enrollment,and customers *** also review the Terms and Conditions and the Coverage Certificate online at www.phoneclaim.com/att prior to enrolling in the program or initiating a claim (or at any other time).
  
  The PA4 program details and Coverage Certificate state the following regarding your complaint:
  
  Filing an AT&T Protect Insurance for 4 claim is easy
  If your device is defective or has been damaged, and you are receiving a replacement device, it must be returned using the prepaid shipping label provided with your replacement. Non-return charges of up to $850 will be added to your wireless bill for failure to return your defective or damaged device.
  
  VI.DUTIES IN THE EVENT OF A LOSS.
  
  F. If the cause of Loss is not loss or theft, you must keep the Covered Property until your claim is completed. If we replace the Covered Property, we *** require you to return it to us at our expense. If we so direct, you must return the Covered Property to us in the return mailer we provide within thirty (30) days or pay the non-returned equipment charge applicable to the model of Covered Property that suffered the Loss. YOU CAN AVOID THIS CHARGE BY SIMPLY RETURNING THE COVERED PROPERTY AS DIRECTED.
  
  
  Following the receipt of this matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter.  On December 14, 2023, after validating the account, you initiated a claim for a damaged Apple iPhone 14 *************** (Claimed Device) for the wireless number ending in 1083.  You declined to complete the claim at that time.  You resumed the claim on December 27, 2023, and during the claim process, you were offered and opted for the Same-Day Delivery Service (****) fulfillment option and scheduled the **** appointment between 7:00 p.m. and 9:00 p.m. local time.  During the claim completion process, you also accepted the terms of the claim, which included the return of the Claimed Device to the fulfillment center, and authorized the $275 replacement deductible billed to the wireless account.  On December 27, 2023, an Apple iPhone 14 *************** (Replacement Device 1) was delivered to the address you provided.
  
  On December 30, 2023, you contacted Asurion to report that Replacement Device 1 was malfunctioning.  That same day, Asurion authorized a warranty reshipment at no additional charge to you and an Apple iPhone 14 *************** (Replacement Device 2) was delivered to the address you provided.
  
  As stated in the Coverage Certificate, an additional non-returned equipment charge *** apply for causes other than loss or theft if you fail to return the Covered Property within thirty (30) days to the AT&T fulfillment center.  On January 16, 2024, the damaged Claimed Device was received by the fulfillment center as required by the Terms and Conditions of the PA4 program.  However,having not received the malfunctioning Replacement Device 1 within the required timeframe, on February 28, 2024, AT&T assessed a $575 non-returned device charge to the wireless account in accordance with the above-highlighted PA4 Terms and Conditions.
  
  We wish to note that AT&T directly handles the return process and any subsequent non-return device charges.  As such, please contact AT&T directly regarding the $575 non-return device charge in connection with the insurance claim associated with Replacement Device 1.
  
  We sincerely apologize to you for any inconvenience this *** have caused.  We make a commitment to our customers to make the claim process easy and convenient, and we truly regret that this was not your experience.
  
  The policy guidelines Asurion adhered to regarding your concerns have been explained in this letter.  Please contact me if you have any other concerns or questions.  I am available by email Monday through Friday from the hours of 9:00 am to 4:00 pm CST.
  
  Regards,
  
  *********************, Regulatory Affairs
  Email ******************************************
  

• Initial Complaint

  03/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 03/04/2024 I submitted a claim with Asurion through **** my service provider in regards to a lost iPhone 14 pro *** purple 128GB. After submitting the claim I called and spoke to a customer support agent named April to finish the verification portion of the claim. Upon finishing the claim I opted for the same day delivery between the hrs of 13:00-17:00 Claim ID: ************ That same day I reached out again to Asurion again at 19:10 because the device wasn't delivered. The Asurion customer support personnel name was ******* mentioned that they didn't have a specialist in the area that could make the delivery. She then notified me that they can have the phone delivered on 03/05/2024 by *****. Also I should be receiving a confirmation email with a tracking number. I then ask to speak to her supervisor. She puts me on an extensive hold then proceeds to hang up. Didn't receive the email, phone nor a tracking number. They are trying to add the $275 deductible to my bill at the end of the month. Without the phone I can't access my **** account. I'm paying for insurance for them to not do their jobs.

  

  Business response

  04/03/2024

  April 3, 2024
  
  *********************
  **********************
  
  Re: Case # ********
  
  Dear *********************,
  
  In connection with the above-referenced case filed with the Better Business Bureau (BBB), we submit the below in response. 
  
  The case you filed with the BBB on March 6,2024, states:
  
  On 03/04/2024 I submitted a claim with Asurion through AT&T my service provider in regards to a lost iPhone 14 pro *** purple 128GB. After submitting the claim I called and spoke to a customer support agent named April to finish the verification portion of the claim. Upon finishing the claim I opted for the same day delivery between the hrs of 13:00-17:00 Claim ID: ************ That same day I reached out again to Asurion again at 19:10 because the device wasn't delivered. The Asurion customer support personnel name was ******* mentioned that they didn't have a specialist in the area that could make the delivery. She then notified me that they can have the phone delivered on 03/05/2024 by *****. Also I should be receiving a confirmation email with a tracking number. I then ask to speak to her supervisor. She puts me on an extensive hold then proceeds to hang up. Didn't receive the email, phone nor a tracking number. They are trying to add the $275 deductible to my bill at the end of the month. Without the phone I can't access my AT&T account. I'm paying for insurance for them to not do their jobs.
  
  The desired resolution listed in your case states the following:
  
  Billing adjustment; Refund; Replacement.
  
  Response:
  
  Asurion is the licensed insurance agent and claims administrator for the AT&T Protect Advantage for 1 (PA1)program, an optional device ********************** program available to AT&Ts postpaid customers.  PA1 provides coverage for one (1) eligible device in the event it is lost, stolen, damaged, or experiences an out-of-warranty malfunction.  PA1 includes Protect Insurance, which provides coverage for loss, theft, and physical damage (excluding accidental damage from handling), and Protect Service Contract, which provides coverage for accidental damage from handling (including cracked screen claims) and out-of-warranty malfunctions.  PA1 also includes Protech technical support.The Protect Insurance is underwritten by **************************** (Continental), which is one of the *** underwriting companies.  Customers can file a claim by calling Asurions toll-free number at ************** or by going online at www.phoneclaim.com/att. 
  
  Following the receipt of this matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter. Asurion acknowledges that there was a delay in the delivery of your replacement device due to a lack of available Same Day Delivery technicians and sincerely apologizes for the inconvenience you may have experienced because of this matter. Asurion determined that on March 6, 2024, the replacement Apple iPhone 14 ************* (Replacement Device) was delivered to the address you provided. In addition, on March 6, 2024, March 7, 2024, and March 8, 2024, an Asurion representative attempted to contact you to address your concerns but was unable to reach you. The Asurion representative left voicemails and sent an email with their direct contact information. If you have any questions or concerns, please contact the Asurion representative directly using the contact information provided.  
  
  We sincerely apologize for your frustration and the inconvenience caused. We make a commitment to our customers to make the claims process easy and convenient, and we truly regret that this was not your experience.
  
  Regards,
  
  ***************************, Regulatory Complaints
  Email ***************************************
  
  
  
  
  
  

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to express my extreme dissatisfaction with the handling of my phone repair claim, which was filed through **** and assigned to your company. On January 18th, I submitted a claim due to a damaged screen on my phone. Regrettably, almost two months have passed, and my phone remains broken due to the unavailability of the replacement part.After filing the claim, I was directed to U Break I Fix for the repair. However, despite assurances that they would contact me once the replacement part was available, I never received any updates. Every time I reached out to them, they informed me that the replacement part was out of stock. This pattern persisted even when I contacted different stores under their umbrella.Frustrated by the lack of progress, I reached out to Asurion for assistance on three separate occasions. Unfortunately, I was met with unhelpful responses and no tangible solutions to my problem. The lack of communication and resolution in this matter is unacceptable.It is incomprehensible that nearly two months have elapsed, and my phone remains unrepaired due to the unavailability of a replacement part. As a customer, I expect timely and effective service, especially considering the inconvenience and disruption caused by a broken phone.I urge you to take immediate action to rectify this situation. I demand prompt resolution to my claim and request compensation for the prolonged inconvenience and frustration I have endured.I trust that you will address this matter with the urgency and seriousness it deserves.

  

  Business response

  04/03/2024

  April 3, 2024
  
  *******************
  ***********************************
  **************, ** 30542
  
  Re: Case # ********
  
  Dear *******************,
  
  In connection with the above-referenced case filed with the Better Business Bureau (BBB), we submit the below in response. 
  
  The case you filed with the BBB on March 5,2024, states:
  
  I am writing to express my extreme dissatisfaction with the handling of my phone repair claim, which was filed through AT&T and assigned to your company. On January 18th, I submitted a claim due to a damaged screen on my phone. Regrettably, almost two months have passed, and my phone remains broken due to the unavailability of the replacement part. After filing the claim, I was directed to U Break I Fix for the repair. However, despite assurances that they would contact me once the replacement part was available, I never received any updates. Every time I reached out to them, they informed me that the replacement part was out of stock. This pattern persisted even when I contacted different stores under their umbrella.Frustrated by the lack of progress, I reached out to Asurion for assistance on three separate occasions. Unfortunately, I was met with unhelpful responses and no tangible solutions to my problem. The lack of communication and resolution in this matter is unacceptable. It is incomprehensible that nearly two months have elapsed, and my phone remains unrepaired due to the unavailability of a replacement part. As a customer, I expect timely and effective service,especially considering the inconvenience and disruption caused by a broken phone. I urge you to take immediate action to rectify this situation. I demand prompt resolution to my claim and request compensation for the prolonged inconvenience and frustration I have endured. I trust that you will address this matter with the urgency and seriousness it deserves.
  
  The desired resolution listed in your case states the following:
  
  Repair.
  
  Response:
  
  Asurion is the licensed insurance agent and claims administrator for the AT&T Protect Advantage for 1 (PA1)program, an optional device ********************** program available to AT&Ts postpaid customers.  PA1 provides coverage for one (1) eligible device in the event it is lost, stolen, damaged, or experiences an out-of-warranty malfunction.  PA1 includes Protect Insurance, which provides coverage for loss, theft, and physical damage (excluding accidental damage from handling), and Protect Service Contract, which provides coverage for accidental damage from handling (including cracked screen claims) and out-of-warranty malfunctions.  PA1 also includes Protech technical support.The Protect Insurance is underwritten by **************************** (Continental), which is one of the *** underwriting companies.  Customers can file a claim by calling Asurions toll-free number at ************** or by going online at www.phoneclaim.com/att. 
  
  Following the receipt of this matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter. Asurion acknowledges that there was a delay in providing a resolution for your claim due to unavailable parts and sincerely apologizes for the inconvenience you may have experienced because of this matter. To resolve your concerns, on March 29,2024, an Asurion representative contacted and assisted you with your claim by offering to provide a replacement at the $29 repair deductible cost, which you accepted. Later that day, the replacement ******* Galaxy S23 Ultra 5g 256GB (Replacement Device) was shipped via ****** tracking number ************. If you have any questions or concerns regarding the shipment, please contact the Asurion representative directly using the contact information provided.
  
  We sincerely apologize for your frustration and the inconvenience caused. We make a commitment to our customers to make the claims process easy and convenient, and we truly regret that this was not your experience.
  
  Regards,
  
  ***************************, Regulatory Complaints
  Email ***************************************
  
  
  
  
  
  

• Initial Complaint

  03/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Asurion refuses to fix a phone and has incorrect information on what I am attempting to do. Says I have committed program abuse for claims that were never completed on a different number than the one that was crushed. They claim inconsistencies in my story but how could I remember when they make it such a hassle to file a claim and I didn't exactly have any way to track when my phone stopped working except for estimating from memory? they take advantage of any mistake you make to not have to pay out when but are so happy to charge you monthly for a service they wont even provide. ************************************ early December, I made the mistake of not writing the date, now I assume it wouldnt be a big deal because asurion advertised a hassle free same day replacement when they pitched me their 50$ a month plan. However I forget they were an insurance company, which will find anyway to make money and not actually offer their service. ***** got denied and account locked even though im still paying. It got denied because a month before my phone was destroyed, I made a few claims to get a quote for a fix on a DIFFERENT LINE thinking the price would change if I clarified the information because its automated system is dumb and didnt understand I just had condensation in the lens and I didnt want to replace the whole backglass or phone and was hoping for a cheaper fix. A WHOLE FEW WEEKS LATER ALMOSST my other phone is crushed and setroyed, first claim gets immediately denied and account gets locked so I take time before I can call since i work a lot and by then I had forgotten the information I had entered initially since I didnt think it would be a big deal. I dont get it im not claiming i lost the phone I have the phone its in pieces I have proof that this happened under the insurance policy period but asurion refuses to help.

  Customer response

  03/04/2024

  Asurion with AT&T. Primary phone number on plan **********

  

  Business response

  04/03/2024

  April 3, 2024
  
  ***********************
  11746 *******************
  ***********, ** 90230
  
  Re: Case # ********
  
  Dear ***********************,
  
  In connection with the above-referenced case filed with the Better Business Bureau (BBB), we submit the below in response. 
  
  The case you filed with the BBB on March 2,2024, states:
  
  Asurion refuses to fix a phone and has incorrect information on what I am attempting to do. Says I have committed program abuse for claims that were never completed on a different number than the one that was crushed. They claim inconsistencies in my story but how could I remember when they make it such a hassle to file a claim and I didn't exactly have any way to track when my phone stopped working except for estimating from memory? they take advantage of any mistake you make to not have to pay out when but are so happy to charge you monthly for a service they wont even provide. ************************************ early December, I made the mistake of not writing the date, now I assume it wouldnt be a big deal because asurion advertised a hassle free same day replacement when they pitched me their 50$ a month plan. However I forget they were an insurance company, which will find anyway to make money and not actually offer their service. ***** got denied and account locked even though im still paying. It got denied because a month before my phone was destroyed, I made a few claims to get a quote for a fix on a DIFFERENT LINE thinking the price would change if I clarified the information because its automated system is dumb and didnt understand I just had condensation in the lens and I didnt want to replace the whole backglass or phone and was hoping for a cheaper fix. A WHOLE FEW WEEKS LATER ALMOSST my other phone is crushed and setroyed, first claim gets immediately denied and account gets locked so I take time before I can call since i work a lot and by then I had forgotten the information I had entered initially since I didnt think it would be a big deal. I dont get it im not claiming i lost the phone I have the phone its in pieces I have proof that this happened under the insurance policy period but asurion refuses to help.
  
  The desired resolution listed in your case states the following:
  
  Finish the Job.
  
  Response:
  
  Asurion Protection Services, LLC (Asurion) is the licensed insurance agent and claims administrator for the AT&T Protect Advantage for 4 (PA4) program, which is an optional program available to AT&Ts postpaid customers. The PA4 program is underwritten by ***************************** which is one of the *** underwriting companies. Under the terms of the PA4 program, AT&T customers can protect up to four (4) eligible devices in the event of loss, theft, damage, or mechanical or electrical failure after the manufacturers warranty has expired.
  
  Our records indicate that on October 16, 2023, you enrolled the wireless account in PA4. Following enrollment, a Welcome Letter, which included a copy of the Coverage Certificate, was sent to you on October 19,2023. The Coverage Certificate fully outlines the monthly cost of the program,applicable deductibles, how to file a claim, claim limits, and other pertinent disclosures. Key program disclosures are provided to customers prior to enrollment, and customers may also review the Coverage Certificate online at www.phoneclaim.com/att prior to enrolling in the program or initiating a claim (or at any other time).
  
  The Coverage Certificate states the following regarding your complaint:
  
  
  VII.ELIGIBILITY AND CANCELLATION.
  C.To be and remain eligible for coverage:
  1.You must have activated communications service directly with your Service Provider and be a valid, active and current subscriber of your Service Provider to be covered under the policy. Connected Covered Property must be actively registered on the Service Providers network on the Date of Loss and have logged airtime prior to the Date of Loss.
  2.The Covered Property must be designated by us and eligible for coverage under this Certificate. Eligibility of Connected devices may be limited to new equipment that has not been previously activated for service.
  3.You must not have engaged in fraud or abuse with respect to this or a similar portable electronics equipment insurance program.
  4.You must not have exhausted the benefits available under a *** coverage certificate issued through your Service Provider by exhausting the Aggregate Limit. (See Section III.B).
  5.You must not be in breach of any material term of this Certificate, including,but not limited to: Failure to return damaged Covered Property when requested in conjunction with a Loss; or, failure to satisfy the required deductible on a Loss.
  
  Following the receipt of this matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter. Asurion determined that between January 19,2024, and January 25, 2024, you filed three (3) claims for the wireless number ending in 9399. Upon review of the claim information and your claim history, Asurion determined that your claims were properly denied. Asurion investigated your account activity and found related unusual and/or suspicious account activity.Therefore, the claims were denied in accordance with the Eligibility and Cancellation, section VII (as noted above). Please note that more specific details cannot be provided as this would compromise the integrity of our insurance programs systems and controls.
  
  The policy guidelines Asurion follows have been explained in this letter, and therefore, we consider this matter addressed.
  
  Regards,
  
  ***************************, Regulatory Complaints
  Email ***************************************
  
  
  
  
  
  

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