ComplaintsforAsurion

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife filed a claim to replace her **** iPhone 14 Pro *** through Asurion. When she placed her claim she was told over the phone she would be receiving an iPhone 15 Pro *** as her replacement. She set up a time for an Asurion tech to come to the house and set up the new phone the next day between 5-7 pm. She put into the notes that shes a first responder and will be at work so she might not be able to answer the phone and she gave my contact information so I can set up the phone with the tech. The tech calls her and leaves a voicemail stating that he is unable to reach her and that he is cancelling the appointment. During this time, I was home, the gates were unlocked, and I spent more than half the time outside waiting for this man. I called Asurion to get another tech out here with a new phone and they told me they are only able to send a phone through mail and they only have iPhone 14 Pro ***s in stock.

  

  Business response

  07/10/2024

  July 10, 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 June 12,2024, states:
  
  My wife filed a claim to replace her AT&T iPhone 14 Pro *** through Asurion.  When she placed her claim she was told over the phone she would be receiving an iPhone 15 Pro *** as her replacement.  She set up a time for an Asurion tech to come to the house and set up the new phone the next day between 5-7 pm.  She put into the notes that shes a first responder and will be at work so she might not be able to answer the phone and she gave my contact information so I can set up the phone with the tech.  The tech calls her and leaves a voicemail stating that he is unable to reach her and that he is cancelling the appointment.  During this time, I was home, the gates were unlocked, and I spent more than half the time outside waiting for this man.  I called Asurion to get another tech out here with a new phone and they told me they are only able to send a phone through mail and they only have iPhone 14 Pro ***s in stock.
  
  The desired resolution listed in your case states the following:
  
  Replacement.
  
  Response:
  
  Asurion Protection Services, LLC (APS) is the licensed insurance agent and claims administrator for the AT&T Protect Advantage for 1 (PA1)plan, which is an optional plan available to AT&Ts postpaid customers.  Under the terms of the PA1 program, AT&T customers can protect one (1) eligible device in the event of loss, theft,damage, or mechanical or electrical failure after the manufacturers warranty has expired.  Our records indicate that on October 22, 2019, the primary account holder, ***************************** (the Insured), enrolled the wireless number ending in 2840 in PA1, and it remains enrolled.
  
  Following the receipt of this matter, Asurion conducted a full review of the relevant account and claim history with the aim of remediating the matter, where possible.  On June 10, 2024, the Insured filed a claim for a damaged Apple iPhone 14 Pro *** 256GB (Claimed Device) for the wireless number ending in 2840, reporting backglass damage.  During the claim process, the Insured opted for the same-day delivery fulfillment option, accepted the terms of the claim,and authorized the $250 replacement deductible billed to the wireless account.  However, the Apple iPhone 15 Pro *** 256GB (Replacement Device) was not delivered on the same day as requested.
  
  Asurion acknowledges that the delivery of  your replacement device was delayed.  The delivery technician attempted to contact the Insured prior to delivery but was unable to reach them, which resulted in a rescheduled delivery appointment.  Asurion sincerely apologizes for any inconvenience you may have experienced.  Asurion determined that on June 12, 2024, the Replacement Device was delivered to the address you provided, fulfilling Asurions claim obligation.
  
  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

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im a customer of **** for 11 years and I lost one of my phones ********** so I file a insurance clame and the insurance send me a new phone and suspend the phone line, when the new phone came from the insurance we found the lost phone so I call the insurance and **** and they told me to send the one I just get back and when they get the phone back I will get my phone line on again , so after 3 days I call and they turn my phone on and after a week that the phone bn on shut off the cervices so I call back and they reconect the cervices and after that the cervice shut off every day and we keep calling and they dont take care of it my girlfriend bn with out phone for a month and a half my phone number is ************ my name is ***************************** if you can give me a call will. Grate

  

  Business response

  04/16/2024

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

  

  Business response

  05/21/2024

  May 21, 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 April 16,2024, states:
  
  Im a customer of AT&T for 11 years and I lost one of my phones ********** so I file a insurance clame and the insurance send me a new phone and suspend the phone line, when the new phone came from the insurance we found the lost phone so I call the insurance and AT&T and they told me to send the one I just get back and when they get the phone back I will get my phone line on again , so after 3 days I call and they turn my phone on and after a week that the phone bn on shut off the cervices so I call back and they reconect the cervices and after that the cervice shut off every day and we keep calling and they dont take care of it my girlfriend bn with out phone for a month and a half my phone number is ************ my name is ***************************** if you can give me a call will.  Grate
  
  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 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.  Our records indicate that on December 5, 2022, you enrolled the wireless account in PA4,and it remains enrolled.
  
  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.  Our records reflect that on March 9, 2024, you completed an online claim for a lost Apple iPhone 15 Plus 128GB (Claimed Device) for the wireless number ending in 1284.  During the claim process, you accepted the terms of the claim and authorized the $275 replacement deductible billed to your wireless account.  Following the completion of the claim, the Claimed Device was systematically blocklisted by AT&T to prevent unauthorized use.  On March 12, 2024, the replacement Apple iPhone 15 Plus 128GB (Replacement Device) was delivered to the address you provided.
  
  On March 20, 2024, you contacted Asurion to report that you had found the lost Claimed Device and requested to return the Replacement Device for a refund of the $275 replacement deductible.  During the conversation, the Asurion representative informed you that once the Replacement Device was returned, the refund for the $275 replacement deductible would be processed.  Please note that this was the last correspondence Asurion had with you prior to the receipt of this matter.
  
  Following the receipt of this matter, Asurion determined that you spoke to AT&T several times regarding the Claimed Device, which was still showing as blocklisted.  In addition, on April 30, 2024, you contacted Asurion regarding the refund of the $275 replacement deductible.  However,the call was dropped.  As a result, and as indicated in your case with the BBB, both matters went unresolved.
  
  Our records indicate that on May 2, 2024, you again spoke with AT&T, who, because the Claimed Device could not be removed from the blocklist, assisted you in terminating the wireless number ending in 1284, per your request.   In addition, Asurion determined that on April 4, 2024, a credit for the $275 replacement deductible was applied to your wireless account. Lastly, if you still require assistance with unblocklisting the Claimed Device, we kindly ask that you please contact AT&T directly.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

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm trying to file a claim for my cracked screen on my ******* phone, and asurion's website keeps telling me I have the wrong PIN which I know is the right thing, and then they lock the page and lock me out. They will not let me file my claim. They even give you an option to receive a temporary code and when you click it they say they sent it and it never comes and then it says you've tried so many times and locks you out. What a scam! I've been a ******* customer for over 3 years and I will be switching service ASAP

  

  Business response

  05/22/2024

  May 22, 2024
  
  *******************
  12870 ******* Dr
  Ossineke,MI 49766
  
  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 April 15,2024, states:
  
  I'm trying to file a claim for my cracked screen on my ******* phone, and asurion's website keeps telling me I have the wrong PIN which I know is the right thing, and then they lock the page and lock me out. They will not let me file my claim. They even give you an option to receive a temporary code and when you click it they say they sent it and it never comes and then it says you've tried so many times and locks you out. What a scam! I've been a ******* customer for over 3 years and I will be switching service ASAP
  
  The desired resolution listed in your case states the following:
  
  Repair.
  
  Response:
  
  At this time, we are still looking into the resolution, and an Asurion representative will be in contact with you within ***** business hours.  Please accept our sincerest apology for any inconvenience this may have caused as we work through a resolution to bring the matter to a satisfactory conclusion.
  
  Regards,
  
  ***************************, Regulatory Complaints
  Email ***************************************
  
  
  
  
  
  

• Initial Complaint

  04/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ive been with ******* mobile services since over a year i had brought my own unlocked device which was an Apple iPhone 11. I added insurance coverage on my iPhone who ******* offers when you are a customer for lost stolen/ damage and repairs. *** had an incident in December of **************************************************************************** *** made a police report and police officers had witnessed the incident. After reporting and filing a claim with assurion my claim was approved for replacing my iPhone after I pay a deductible of $100 which I did. I got a confirmation email to track my replacement phone with ***** carrier telling me I should receive my phone within 1 day. After tracking the phone it showed that it has shipped out from the merchant. The following day has come to pass and did not get the phone yet, when I went to track the status of the shipping again it had shown me that it has been requested and shipped back to sender, when tried to contact Asurion customer support. They had no idea what was going on with my shipment and advised me to call back within a few hours to see if the system updates. I then called back but 5 to 6 hours and spoke to a customer support agent who told me that my replacement phone my package was sent back to them and she did not know why so she transferred me to a adjuster told me that they had stopped the processing of my shipment from my replacement to have a ship back to them and will not give me no other information I was stuck in limbo . The adjuster told me she cannot disclose the information of why they had requested the replacement phone back to them I said why not I am the customer. Why can I know what is going on? She would not give me no kind of information. after ************************************************ but thats not what I was concerned about. I want to know why wasnt my phone replaced after submitting a police report and describing the incident, no, I lost my phone number from *******

  

  Business response

  05/21/2024

  May 21, 2024
  
  *******************
  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 April 13,2024, states:
  
  Ive been with ******* mobile services since over a year i had brought my own unlocked device which was an Apple iPhone 11. I added insurance coverage on my iPhone who ******* offers when you are a customer for lost stolen/ damage and repairs.*** had an incident in December of **************************************************************************** *** made a police report and police officers had witnessed the incident. After reporting and filing a claim with assurion my claim was approved for replacing my iPhone after I pay a deductible of $100 which I did. I got a confirmation email to track my replacement phone with ***** carrier telling me I should receive my phone within 1 day. After tracking the phone it showed that it has shipped out from the merchant. The following day has come to pass and did not get the phone yet, when I went to track the status of the shipping again it had shown me that it has been requested and shipped back to sender, when tried to contact Asurion customer support. They had no idea what was going on with my shipment and advised me to call back within a few hours to see if the system updates. I then called back but 5 to 6 hours and spoke to a customer support agent who told me that my replacement phone my package was sent back to them and she did not know why so she transferred me to a adjuster told me that they had stopped the processing of my shipment from my replacement to have a ship back to them and will not give me no other information I was stuck in limbo . The adjuster told me she cannot disclose the information of why they had requested the replacement phone back to them I said why not I am the customer. Why can I know what is going on? She would not give me no kind of information. after ************************************************ but thats not what I was concerned about. I want to know why wasnt my phone replaced after submitting a police report and describing the incident,no, I lost my phone number from *******.
  
  The desired resolution listed in your case states the following:
  
  Replacement;Correction to a credit report; I want my iPhone replaced as noted in my coverage with my original phone number and adjust my billing amount of ******* over charging me $900.
  
  Response:
  
  Asurion Insurance Services (Asurion)is the program administrator for the ******** Phone Protection program (***),an optional device ********************** program available to ******* ******** customers.  *** provides coverage for eligible devices that are lost, stolen, or damaged.  Customers enrolled in *** can file a claim by calling AIS toll-free number or going online at www.phoneclaim.com/verizon.
  
  Our records reflect that on December 1, 2023, you enrolled the wireless number ending in 2317 in the *** program.  Following the enrollment in ***, on December 11, 2023, Asurion sent a Welcome Kit. The Welcome Kit included the *** Terms and Conditions, including the ******** Communications Equipment Coverage Insurance Policy (Insurance Policy).  In addition, program brochures detailing the *** Terms and Conditions, including the Insurance Policy, are available at ******* retail locations at the time the customer decides to enroll in ***.  These materials can also be obtained at any time at the customers convenience online at www.phoneclaim.com/verizon or www.verizon.com or by calling AIS toll-free number.  Our records indicate that on January 17, 2024, the *** coverage was terminated.
  
  The section of the Insurance Policy relevant to the matter is set forth below:
  
  G.ADDITIONAL CONDITIONS
  4. Eligibility
  a.To be eligible for coverage you must 1.  be a valid, active and current subscriber of the ******** Service Provider or an approved user of a ********************** number on a valid, active and current account with the ******** Service Provider for which the account holder has authorized coverage; 2.  not have engaged in fraud or abuse with respect to this or a similar communications equipment insurance program; and 3. not be in breach of any material term of the policy, including but not limited to failure to return damaged Covered Property when requested in conjunction with 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.  Based on that review, Asurion determined that on December 4, 2023, you initiated a claim for a stolen Apple iPhone 11 (128GB) (Claimed Device) for the wireless number ending in 2317, and the claim was subsequently denied. 
  
  On December 16, 2023, you completed a claim for a damaged Claimed Device for the wireless number ending in 2317.  The order was submitted, and an Apple iPhone 11 (128GB) (Replacement Device) was scheduled to be delivered to you.  However, following a subsequent review of the claim, the shipment of your Replacement Device was canceled, returned to Asurion, and the $99 replacement deductible charge was subsequently refunded.
  
  A review of your claims and account history determined that the claims were denied in accordance with Additional Conditions 4.a. (as listed above).  We investigated your account activity and found related unusual and/or suspicious account activity.  Please note that the specific reasons or details for a denial under Additional Conditions 4.a.cannot be provided to any customer, as this would compromise the integrity of our insurance programs systems and controls.
  
  Based on the above, we believe the denials of your claims for the wireless number ending in 2317 were appropriate.  We are happy to review any additional information you may have to support your claim,but at this time, we cannot approve your claim based on the information available to us.
  
  The policy guidelines Asurion follows have been explained in this letter, and therefore, we consider this matter closed.
  
  Regards,
  
  *********************, Regulatory Affairs
  Email ************************************

• Initial Complaint

  04/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I am absolutely livid with the service I've received from **** Asurion! On April 2nd, I went to the *** store in ************ MO to report that my Galaxy Z Fold3 5G is incapable of receiving incoming calls. The rep had the audacity to tell me that I'm covered by Asurion insurance and eligible for a replacement device, only to slap me with a $130 deductible that conveniently ends up on my next bill. They sent me a tracking number claiming my replacement phone would arrive the next day, but guess what? It never did! Not once, not twice, but FIVE TIMES it was returned to sender!I contacted Asurion, restarted the process, received another tracking number, and guess what? Same **** story, returned to sender! I even tried having it shipped to my workplace as suggested by another agent, but that also ended up in the return pile. And what do I get? A freaking email from *** thanking me for returning devices I NEVER received!Now, they have the gall to tell me my claims have been denied! How?! Why?! Nobody at **** seems capable of giving me a straight answer. I've been with **** for 13 years, never filed a claim, and now when I need it, I'm denied? It's beyond comprehension!My phone is essential for my job as a police officer, yet the store refuses to fix it. And the cherry on top? They have the nerve to imply I'm committing fraud! I've faithfully paid $8.99 every month for this so-called insurance, and now I'm being treated like a criminal!I demand answers! I demand accountability! I demand my money back for all those years of paying into a system that has utterly failed me when I needed it most. I'll be seeking arbitration, and believe me, I won't rest until the world knows about this outrageous treatment!I can't even do my job properly because of this incompetence! My own mother can't even reach me for help! This is an absolute disgrace, and I refuse to be taken advantage of any longer! How was it that I was approved and now all claims are denied

  

  Business response

  05/22/2024

  May 22, 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 April 12,2024, states:
  
  I am absolutely livid with the service Ive received from AT&T Asurion!  On April 2nd, I went to the *** store in ************ MO to report that my Galaxy Z Fold3 5G is incapable of receiving incoming calls.  The rep had the audacity to tell me that Im covered by Asurion insurance and eligible for a replacement device, only to slap me with a $130 deductible that conveniently ends up on my next bill.  They sent me a tracking number claiming my replacement phone would arrive the next day, but guess what?  It never did!  Not once, not twice, but FIVE TIMES it was returned to sender!  I contacted Asurion,restarted the process, received another tracking number, and guess what?  Same **** story, returned to sender!  I even tried having it shipped to my workplace as suggested by another agent, but that also ended up in the return pile.  And what do I get?  A freaking email from *** thanking me for returning devices I NEVER received!  Now,they have the gall to tell me my claims have been denied!  How?!  Why?!  Nobody at AT&T seems capable of giving me a straight answer.  Ive been with AT&T for 13 years, never filed a claim, and now when I need it, ** denied? Its beyond comprehension!  My phone is essential for my job as a police officer, yet the store refuses to fix it.  And the cherry on top?  They have the nerve to imply Im committing fraud!  Ive faithfully paid $8.99 every month for this so-called insurance, and now Im being treated like a criminal!  I demand answers!  I demand accountability!  I demand my money back for all those years of paying into a system that has utterly failed me when I needed it most.  Ill be seeking arbitration, and believe me, I wont rest until the world knows about this outrageous treatment!  I cant even do my job properly because of this incompetence!  My own mother cant even reach me for help!  This is an absolute disgrace, and I refuse to be taken advantage of any longer!  How was it that I was approved and now all claims are denied
  
  The desired resolution listed in your case states the following:
  
  Store Credit.
  
  Response:
  
  
  Asurion Protection Services, LLC (Asurion) is the licensed insurance agent and claims administrator for the AT&T Mobile Insurance (MI) plan, which is an optional device ********************** program available to AT&Ts customers that provides coverage for an eligible wireless device in the event it is lost, stolen, damaged or experiences a post-warranty malfunction.  Customers can file a claim by calling Asurions toll-free number at ************** or by going online at www.phoneclaim.com/att.  Our records indicate that on August 29, 2015, you enrolled the wireless number ending in 4010 in **.  On April 12, 2024, you terminated the MI coverage.
  
  Our records reflect that on April 2,2024, you filed an online claim for a malfunctioning ******* Galaxy Z Fold3 5G (256GB)(Claimed Device) for the wireless number ending in 4010.  During the claim process, you accepted the terms of the claim and authorized the $149 deductible billed to your wireless account.  The order was submitted, and a ******* Galaxy Z Fold3 5G (256GB) (Replacement Device) was scheduled to be delivered to you.  However, following a subsequent review of your claim, Asurion canceled the shipment of the Replacement Device,including the cancelation of the $149 replacement deductible charge, and the replacement package was returned to Asurion. On April 8, 2024, you contacted Asurion to report that you had not received the Replacement Device.  To resolve the matter, an Asurion representative assisted you in filing a reshipment request for the Replacement Device.  However, the reshipment request and subsequent reshipment requests were also denied.
  
  Following receipt of this matter, Asurion conducted a full review of the relevant account and claim history.  Based on that review, we believe that the claim denial and subsequent reshipment requests referenced above were appropriate based on the information available at the time of your claim.  However, based on a subsequent review of the facts available, your request for a claim is approved.  To resolve the matter, on May 21, 2024, an Asurion representative contacted you and offered to assist in refiling your claim.  During the conversation, you informed the Asurion representative that a claim was no longer as you had purchased a replacement outside of the insurance program.  Therefore, we consider this matter to be closed.
  
  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 to identify opportunities for process improvement. 
  
  Regards,
  
  ***************************, Regulatory Complaints
  Email ***************************************
  
  
  
  
  
  

  Customer response

  05/23/2024

   
  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,
  
  *********************

• Initial Complaint

  04/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid Consumer Cellular an extra $10 for phone protection and replacement, yet when I tried to file a claim with Asurion I was told I did not have an account and that I did not have a policy. Once I straightened that all out they then wanted charge me a $49.99 deductible. I paid it and have the screenshot of my receipt. They again told me I did not pay. This is out and out bait and switch and possible fraud.

  Customer response

  04/12/2024

  Carrier is Consumer Cellular and the number is ************

  

  Business response

  05/15/2024

  May 15, 2024
  
  ***********************
  ************************************************************************************
  
  Complaint ID # ********
  
  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 April 12,2024, states:
  
  I paid Consumer Cellular an extra $10 for phone protection and replacement, yet when I tried to file a claim with Asurion I was told I did not have an account and that I did not have a policy. Once I straightened that all out they then wanted charge me a $49.99 deductible. I paid it and have the screenshot of my receipt. They again told me I did not pay. This is out and out bait and switch and possible fraud.
  
  The desired resolution listed in your case states the following:
  
  Refund.
  
  Response:
  
  We regret the inconvenience and frustration this may have caused.  Upon receiving your complaint, I attempted to research your concerns; however, I could not locate a Consumer Cellular account or claims with the information provided in your complaint.  To assist, I will need to obtain more information from you to investigate your concerns.  If further assistance is required, please respond to me using the e-mail address below with an Asurion claim number, account number associated with the charge, ********************** device number, or alternative email address so that we may further research this matter. 
  
  Regards,
  
  *********************, Regulatory Affairs                                                                                               
  ******************************************
  

  Customer response

  06/02/2024

  The merchant rectified the issue and I am very pleased. They were very quick to solve the issue I had and they were extremely helpful and courteous! Please close as completely satisfied.

• Initial Complaint

  04/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They tried charging my Credit Card for $229. I've never heard of this company before yesterday. I called my bank and filed a claim of fraud, the bank is issuing a new card and reversing charges.I would like to know how they got my account info and why they charged me.

  

  Business response

  05/07/2024

  May 7, 2024
  
  ********************
  **********************************
  ******************
  
  Complaint ID # ********
  
  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 11,2024, states:
  
  Your complaint states:
  
  They tried charging my Credit Card for $229. I've never heard of this company before yesterday. I called my bank and filed a claim of fraud, the bank is issuing a new card and reversing charges. I would like to know how they got my account info and why they charged me.
  
  The desired resolution listed in your case states the following:
  
  Explanation of Charges.
  
  Response:
  
  We regret the inconvenience and frustration this may have caused.  Upon receiving your complaint, I attempted to research your concerns; however, I could not locate any accounts or claims with the information provided in your complaint. To assist, I will need to obtain more information from you to investigate your concerns.  If further assistance is required, please respond to me using the e-mail address below with an Asurion claim number, account number associated with the charge, ********************** device number, or alternative email address so that we may further research this matter. 
  
  Regards,
  
  *********************, Regulatory Affairs                                                                                               
  ******************************************
  

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a ******* Z **** 5 cellular device for approximately $2100 and ******* will not honor their 1 year Manufacturers warranty on their defective device. They claim I damaged the device however, I was fortunate to have insurance through Asurion via ***** Why should I be held to paying for a device that the manufacturer will not honor and fear the possibility of a replacement device failing as well.I spoke with a representative of **** on approximately March 27th and I was told that someone from the Customer *************** would reach out to me about my concern and I have yet to hear from anyone.I would greatly appreciate if the BBB would assist with resolution to my complaint.

  

  Business response

  04/10/2024

  The AT&T Office of the President spoke with the consumer on 4/10 regarding a notice received from the Better Business Bureau. The specialist offered to have Asurion contact the customer and the consumer declined. The consumer stated they were not satisfied.

  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

  04/10/2024

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

  

  Business response

  05/08/2024

  May 8, 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 April 10,2024, states:
  
  I purchased a ******* Z **** 5 cellular device for approximately $2100 and ******* will not honor their 1 year Manufacturers warranty on their defective device. They claim I damaged the device however, I was fortunate to have insurance through Asurion via AT&T.Why should I be held to paying for a device that the manufacturer will not honor and fear the possibility of a replacement device failing as well. I spoke with a representative of AT&T on approximately March 27th and I was told that someone from the Customer *************** would reach out to me about my concern and I have yet to hear from anyone. I would greatly appreciate if the BBB would assist with resolution to my complaint.
  
  The desired resolution listed in your case states the following:
  
  Exchange;Replacement; Billing adjustment
  
  Response:
  
  Asurion Protection Services, LLC (APS) is the licensed insurance agent and claims administrator for the AT&T Protect Advantage For Business For 1 (PA1) plan, which is an optional plan available to AT&Ts postpaid customers. Under the terms of the PA1 program, AT&T customers can protect one (1) eligible device in the event of loss, theft, damage, or mechanical or electrical failure after the manufacturers warranty has expired. Our records indicate that on September 18,2020, the primary account holder, NQ and Associates, LLC, enrolled the wireless number ending in 0479 in PA1, and it remains enrolled.
  
  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. Based on that review, Asurion determined that on April 19, 2024, you contacted Asurion to file a claim for a damaged ******* Z **** 5 5G 512GB for the wireless number ending in 0479. During the claim finalization process, you agreed to the claim terms and authorized the required $299 replacement deductible billed to your wireless account. On April 20, 2024, the replacement ******* Z **** 5 5G 512GB (Replacement Device) was delivered to the address you provided, fulfilling Asurions claim obligations.
  
  
  
  In addition, please note that prior to the receipt of this matter, Asurion had not been contacted, and no claims had been attempted. As indicated above, the PA1 provides coverage for devices in the event of loss, theft, damage, or mechanical or electrical failure after the manufacturers warranty has expired. Based on the case filed with the BBB, your concerns are with the manufacturers warranty provided by ******* and would be better addressed through *******. As such, we kindly ask that you contact ******* directly with any questions or concerns regarding the manufacturers warranty.
  
  Regards,
  
  ***************************, Regulatory Complaints
  Email ***************************************
  
  
  
  
  
  

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I lost my phone on December 28 and I have reported it to **** right away. The **** Manager added insurance away and she advised that I contact Asurion after a month which I did. I filed the cIaim as adviced.I talked to Asurion customer service, I was passed on to one agent to another, going back and forth with Asurion. Despite their claim of providing a feedback with 24 hours. One custmer service advised I pay the outstanding balance and they will SEND the phone. Another false promise. Three months after and there is still no resolution. I had to call them again in March and I was on the phone with them for hours. They filed the wrong date of coverage, provided me wrong information and sent verification to the email that is not accessible as it sends code to the lost phone. I have stated over and over that my phone is my source of income as I use it for work and my business. I've had enough of their ******** false promises and delays that it took away a lot form me. I couldn't take back the time that they wasted.

  

  Business response

  05/06/2024

  May 6, 2024
  
  *****************************
  E-mail: **********************
  
  Re:Case # ********
  
  Dear *****************************,
  
  In regard to the above-referenced case that you filed with the Better Business Bureau (BBB), we submit the below in response.
  
  The case you filed with the BBB on April 8, 2024, states:
  
  I lost my phone on December 28 and I have reported it to At&T right away. The AT&T Manager added insurance away and she advised that I contact Asurion after a month which I did. I filed the cIaim as adviced.I talked to Asurion customer service, I was passed on to one agent to another, going back and forth with Asurion. Despite their claim of providing a feedback with 24 hours. One custmer service advised I pay the outstanding balance and they will SEND the phone. Another false promise. Three months after and there is still no resolution. I had to call them again in March and I was on the phone with them for hours. They filed the wrong date of coverage, provided me wrong information and sent verification to the email that is not accessible as it sends code to the lost phone. I have stated over and over that my phone is my source of income as I use it for work and my business. I've had enough of their ******** false promises and delays that it took away a lot form me. I couldn't take back the time that they wasted.
  
  The desired resolution listed in your case states the following:
  
  Contact by the business; Modification/discontinuance of an advertised claim; Refund.
  
  Response:
  
  Asurion is the licensed insurance agent and claims administrator for the AT&T Protect Advantage for 1 (PA1) program, which is an optional device ********************** program available to AT&Ts 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 screen claims) and out-of-warranty malfunctions.  PA1 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.
  
  The PA1 enrollment history for the wireless number ending in 3824 reflects the following:
  
  December 29, 2023 through March 2, 2024.
  March 16, 2024 through the present date.
  
  Following your initial PA1 enrollment, on January 11, 2024, Asurion sent you a Welcome Letter, which provided access to the PA1 Terms and Conditions, the Coverage Certificate, and the Protect Service Contract.  The Coverage Certificate fully outlines the Terms and Conditions of the insurance coverage, including the monthly cost of the program, applicable deductibles, how to file a claim, claim limits, and other pertinent disclosures. Key program disclosures are also provided to customers prior to enrollment, and customers may also review the Coverage Certificate online at www.phoneclaim.com/att or www.att.com/legal/wireless/***************************** prior to enrolling in the program or initiating a claim (or at any other time).
  
  The PA1 Coverage Certificate states the following regarding the matter:                                                                                                                
  
  COVERAGE
  In exchange for premium paid when due, we will insure the Covered Property as described in Section I.A. COVERAGE PLAN, provided that any Loss occurs while your coverage is in effect.
  
  VI.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 an active and current subscriber of your Service Provider to be covered under this Certificate. 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.
  
  VIII.DEFINITIONS.
  
  C.Covered Property means:
  (a)Wireless Telephones: one wireless telephone owned or leased by you, or for which you are otherwise financially responsible, and actively registered on the Service Providers network and for which airtime has been logged after enrollment. Covered Property is limited to one wireless telephone and applicable Covered Accessories per replacement. The International Manufacturers Equipment Identification (IMEI), Electronic Serial Number (ESN),Unique Device Identifier (UDiD) or other unique identification number of the wireless telephone associated with your account in the records of the Service Provider at the time your coverage initially becomes effective and for which air time has been logged indicates the wireless telephone to be considered Covered Property, unless you have logged airtime on a different wireless telephone immediately prior to the time of Loss then such wireless telephone shall be considered Covered Property so long as such wireless telephone is owned or leased by you and you provide us proof of ownership or lease.
  
  
  In reviewing your claim history, we confirmed that from that following your December 29, 2023 PA1 enrollment, on January 30, 2024, March 18, 2024, and March 21, 2024, you filed five (5) claims for a lost or stolen Apple iPhone 15 *************** (Claimed Device) for the wireless number ending in 3824.  We note that you provided different loss dates (i.e., December 28, 2023; December 29, 2023; March 20, 2024; and March 21, 2024 across the claims you filed, as outlined below:
  
  Four (4) of the five (5) claims were denied because coverage was not in effect at the time of the reported loss date (i.e., December 28, 2023 and December 29, 2023).  Pursuant to the aforementioned terms and conditions, coverage must be active prior to the date of loss.  A claim will not be approved when coverage is added after a loss has occurred.
  One (1) of the five (5) claims was denied because the Claimed Device did not log airtime on the enrolled wireless number ending in 3824 immediately prior to the date of loss (i.e., December 28, 2023).  As highlighted in sections VIII.C.a, a device is considered Covered Property when it is actively registered on AT&Ts network and has logged airtime.  Because the Claimed Device for the wireless number ending in 3824 did not log any airtime, it is not considered Covered Property.
  
  Based on the above, we believe the denials of your claims for the wireless number ending in 3824 were appropriate. Nevertheless, on March 15, 2024, AT&T credited your account a total of $1,649.92 to resolve the matter. Therefore, we consider the matter addressed.
  
  The policy guidelines Asurion adhered to regarding your concerns have been explained in this letter.  Please feel free to contact me if you have any further questions.  I am available by email Monday through Friday between 9:00 a.m. to 4:00 p.m. CST.
  
  Regards,
  
  *********************, Regulatory Affairs
  Email ******************************************
  

• Initial Complaint

  04/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a replacement phone. That stopped working 5 weeks after it was delivered. The phone stopped charging so I went to the ****o store they trouble shooted it then informed me to call assurion that this replacement phone has a 1 yr warranty. So day 1 of being in contact with assurion and 2.5 hours later being transferred 4 times with no answer or replacement being shipped. Day 2 I go back to the **** store to have help after being transferred 10 times and a total of 3 hours on the phone with assurion I still have not got my issue resolved and assurion was absolutely zero help other than charging me another 210 dollars to replace the broken replacement they sent. Absolutely horrible customer service. Assurion should be ashamed and embarrassed this is there way of helping customers.

  

  Business response

  05/02/2024

  May 2, 2024
  
  *************************
  ****************
  Norman,OK 73072
  
  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 April 6,2024, states:
  
  I received a replacement phone. That stopped working 5 weeks after it was delivered. The phone stopped charging so I went to the at&to store they trouble shooted it then informed me to call assurion that this replacement phone has a 1 yr warranty. So day 1 of being in contact with assurion and 2.5 hours later being transferred 4 times with no answer or replacement being shipped. Day 2 I go back to the at&t store to have help after being transferred 10 times and a total of 3 hours on the phone with assurion I still have not got my issue resolved and assurion was absolutely zero help other than charging me another 210 dollars to replace the broken replacement they sent. Absolutely horrible customer service. Assurion should be ashamed and embarrassed this is there way of helping customers.
  
  The desired resolution listed in your case states the following:
  
  Replacement.
  
  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.
  
  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 22, 2024, you completed a claim for a damaged Apple iPhone 12 Mini 64GB (Claimed Device) for the wireless number ending in 0361. During the claim completion process, you accepted the terms of the claim and authorized the $225 replacement deductible billed to your wireless account. On January 24, 2024, the replacement Apple iPhone 12 Mini 64GB (Replacement Device) was delivered to the address you provided.However, on April 6, 2024, you contacted Asurion to report that the Replacement Device was experiencing charging issues.
  
  Please note that all replacement devices fulfilled through the insurance program are sent from an AT&T fulfillment center and have a 12-month warranty that covers any mechanical/electrical defects as long as the device has not sustained any physical or liquid damage. Replacement device ********************** issues reported within 30 days of receipt are handled by Asurion, including any devices that are damaged upon arrival. Warranty issues that occur after 30 days are handled by AT&T Warranty Exchange. As you received the Replacement Device on January 24, 2024, you were correctly referred to AT&T Warranty Exchange for further assistance.
  
  Following the receipt of this matter, on April 8, 2024, April 9, 2024, and April 25, 2024, an Asurion representative attempted to contact you to address your concerns. However, the Asurion representative was unable to reach you. The Asurion representative left you a voicemail and sent an email with their direct contact information. On April 25, 2024, the Asurion representative received an email from you advising that the issue was resolved. Therefore, we consider this matter to be closed.
  
  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 ***************************************
  
  
  
  
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩