Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Filed insurance claim on phone. Replacement device was not the same as current phone and told they could refund the current value of lost device. That monetary refund value was $999.99 + $60. Sales tax =$1059.99...A email per supervisor was to follow with instructions on how to put information RE: Bank account, debit card, venmo or ******. NO EMAIL WAS EVER SENT.. We have called 7 times and each time our call was escalated to a support team member or care solutions team. NO RESULT. We did w/o a phone for almost 9 days. Unacceptable. So tired of calling and getting told what would be done by employees and nothing is ever done. Please help us resolve this issue so we can get our refund. This has been going on since February 23, 2025.

  Customer Answer

  Date: 03/15/2025

  Phone Provider---AT&T

  Phone #-- **********

  Claim #--308351733243

  Insurance Provider--ASURION

  

  Business Response

  Date: 04/14/2025

  April 14, 2025
  
  *** ******
  *******************************
  
  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 states:
  
  Filed insurance claim on phone. Replacement device was not the same as current phone and told they could refund the current value of lost device. That monetary refund value was $999.99 + $60. Sales tax =$1059.99... A email per supervisor was to follow with instructions on how to put information RE: Bank account, debit card, venmo or ******. NO EMAIL WAS EVER SENT.. We have called 7 times and each time our call was escalated to a support team member or care solutions team. NO RESULT. We did w/o a phone for almost 9 days.Unacceptable. So tired of calling and getting told what would be done by employees and nothing is ever done. Please help us resolve this issue so we can get our refund. This has been going on since February 23, 2025.
  
  The desired resolution listed in your case states the following:
  
  Refund.
  
  Response:
  
  After receiving your matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, amicably resolve your matter. According to our records, you recently filed a claim for your ******* Galaxy Note 20 Ultra 5G (128GB) (the Claimed Device) under your AT&T Protect Advantage for 4 (PA4) program.  PA4 is an optional device ********************** program available to AT&Ts customers and provides coverage for eligible devices in the event they are lost, stolen, damaged, or experience an out-of-warranty malfunction.
  
  You filed a claim for your Claimed Device because it was lost for the wireless number ending in 9832.  Unfortunately, the resolution of your claim was delayed due to an issue with receiving digital reimbursement.
  
  According to our records,the matter was resolved when a reimbursement check was issued and delivered to you via ***** on March 24, 2025, with tracking number 447689695143.
  
  Based on the above, we believe the issue raised in this matter has now been resolved.  We apologize for any inconvenience this matter has caused you, and we appreciate the opportunity to resolve it.  We understand that your time is important, and again apologize for any inconvenience this delay caused you. 
  
  If you have any further questions or concerns, you may contact me by email. I am available Monday through Friday between 9:00 a.m. and 4:00 p.m. CST.
  
  
  Regards,
  
  ******** *****
  Asurion,Regulatory Affairs                                                                       
  ***************************************************************
  

• Initial Complaint

  Date:03/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Asurion regarding my recent phone insurance claim (ID *************. Multiple errors, conflicting claim information, and a malfunctioning replacement device have caused me significant confusion and loss of time.First, I filed a single claim for a phone line ending in 7276, but Asurion shipped two replacement devices under the same claim ID with different deductibles and non-return fees (ranging from $0 to $225, and $305 to $445). Additionally, Asurion did not clearly disclose that I needed to return my original device until after approving the claim and shipping the replacement, and I faced repeated login issues that prevented me from clarifying the process. One replacement device also arrived corrupted, trapping my phone number and requiring hours of troubleshooting with Asurion and AT&T.I then received text messages mentioning different non-return fees$850, $305, and $445that do not align with each other or with prior communications. As a resolution, I respectfully request that Asurion waive any deductible and remove all non-return fees related to my original device. I am ready to return the malfunctioning replacement phone.These issues indicate broader problems with Asurions communication and claim system. I ask for the BBBs assistance in securing a fair resolution and preventing unwarranted charges.

  Customer Answer

  Date: 03/11/2025

  on march ******v I received a call from *** in regards to the phone ***lacement, they transferred me to Asurion. After explaining what was going on with the ***lacement device, the *** dosconnected my call. There is no possible way to reach anyone to resolve this issue, ATT has nothing to do with it and the ***s just transfer the call or hang up. I did send back one of the ***lacement phones however i am still receiving daily text messages regarding the other device with threats of $445 fee. I recently discovered the phone that was corrupt upon arrival was linked to my personal phone number however the phone with no deductible/higher non return fee was linked to my recewntly deceased Father. I do not find this to be at random as my father was a victim of millions of dollers in ******** fraud in which i was a whistleblower for and someone stole my claim. 

  

  Business Response

  Date: 04/10/2025

  Please see Asurion's attached response. 

• Initial Complaint

  Date:03/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Asurion refuses to honor my claim for replacement of lost/stolen phone recently purchased through ***** They repeatedly deny my claim for a different reason each time. The first time they approved the claim and when I checked on it after several days, was told the claim was denied due to violation of terms and conditions; they refused to disclose those terms saying it was proprietary information. I filed another claim and it was denied (again without notification), and was told it was because I could not file a claim until 30 days after purchase of the device. I confirmed with **** that this was not true nor was I in violation of any terms and conditions. Every time I call Asurion, they assure me that the device is covered, only to be denied without notification. This seems to be a systematic practice of Asurion, based on internet testimonials, to avoid paying out insurance claims. I have no recourse; **** just states that the matter must be dealt with Asurion. I cannot even switch my phone number to another older device because it will void my coverage on the new phone. It is apparent that they are trying to exhaust consumers and force them into dropping the claim because people cannot simply just go without cell phone service long enough to fight this process.

  Customer Answer

  Date: 03/06/2025

  Good morning, 

  the name of the Carrier is At&t

  the associated phone number is **********

  The claim numbers are 

  Claim 1- 309196928076
  Claim 2- 300247700713
  Claim 3- 300281580659

  

  Business Response

  Date: 04/10/2025

  April 10, 2025
  
  ******* ********
  PO Box 1064
  Inyokern, CA 93527
  
  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 states:
  
  Asurion refuses to honor my claim for replacement of lost/stolen phone recently purchased through AT&T. They repeatedly deny my claim for a different reason each time. The first time they approved the claim and when I checked on it after several days, was told the claim was denied due to violation of terms and conditions; they refused to disclose those terms saying it was proprietary information. I filed another claim and it was denied (again without notification), and was told it was because I could not file a claim until 30 days after purchase of the device. I confirmed with AT&T that this was not true nor was I in violation of any terms and conditions.Every time I call Asurion, they assure me that the device is covered, only to be denied without notification. This seems to be a systematic practice of Asurion, based on internet testimonials, to avoid paying out insurance claims.I have no recourse; AT&T just states that the matter must be dealt with Asurion. I cannot even switch my phone number to another older device because it will void my coverage on the new phone. It is apparent that they are trying to exhaust consumers and force them into dropping the claim because people cannot simply just go without cell phone service long enough to fight this process.
  
  The desired resolution listed in your case states the following:
  
  Replacement.
  
  Response:
  
  After receiving your matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, amicably resolve your matter. According to our records, you recently filed a claim for your Apple iPhone 16 Pro Max (256GB) (the Claimed Device) under your AT&T Protect Advantage for 1 (PA1) program.  PA1 is an optional device ********************** program available to AT&Ts customers and provides coverage for eligible devices in the event they are lost, stolen,damaged or experience an out of warranty malfunction.
  
  You filed a claim for your Claimed Device because it was stolen for the wireless number ending in 9991.  Unfortunately, the resolution of your claim was delayed due to multiple claim denials.
  
  
  According to our records,the matter was resolved when your claim was approved for completion, and reimbursement was authorized and issued to you on March 7, 2025.
  
  
  Based on the above, we believe the issue raised in this matter has now been resolved.  We apologize for any inconvenience this matter has caused you, and we appreciate the opportunity to resolve it. Your experience is not representative of the quality of service we strive to provide, and we appreciate the opportunity to review the matter in an effort to continuously improve.
  
  If you have any further questions or concerns, you may contact me by email.  I am available Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m.CST.
  
  
  Regards,
  
  ******** *****, Regulatory Complaints
  Email ***************************************************************
  

• Initial Complaint

  Date:03/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i pay this company for the insurance of 4 phones. as per thier policy they ***lace or ***air phones "no questions asked". i began having battery related issues on one of the phones. i contacted them, they began a claim for a ***air, it was approved, the sent me to the single location in all of ***************** florida to get it ***aired, which was 13 miles away(although i called my local store owned by the same company above and they have the part and can fix it for me but since it doesnt show up in their system they cant send me there) when i arrived, a *** told me the single person who fixes phones in that entire location has moved to another location( one that asurion wont send me to because, its not on their list) so now they are making me pay 275 to get the phone REPLACED, that was over 2 weeks ago, they continue to close and reopen claims even sometimes without my permission, and now i am being denied due to them thinking i am commiting fruad( maybe because of all the back and forth they are having me do, when the claims get resubmitted(because it gotten changed from ***air to ***lace to ***air to ***lace by them)and now they do not want to give me what i pay them 50/month for. now i am forced to make a phone upgrade because i NEED a phone, so i need to get the money back from me paying for services they are not providing me.

  Customer Answer

  Date: 03/06/2025

  the carrier is ATT Business wireless

  the number affected is *************

  there are several claims as they decided to close and reopen claims without my permission several times. 306586302312, 305673043165, 305712294161

  Unfortunately as i own a business i had to just pay for an upgrade because i needed a phone and it had been about 2 weeks back and forth with Asurion. costed me about 250 dollars but had to re-sign a 3 year deal. Thing is a pay Asurion 50/month and i have no idea for what, i have 4 lines and i dont exactly feel sure this company would do as they say in any future issues if any.

  Thank you M(r)*. ******

  CR

  

  Business Response

  Date: 04/08/2025

  Please review the attached document for Asurion's response to your complaint.

• Initial Complaint

  Date:03/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am insured by Asurion. I submitted a claim to have an iPad replaced. My claim was approved and shipped by ********************** failed to deliver the package. Admitted that 3 weeks later they still have the package.For their part Asurion has created new claims and cancelled each open claiming I have submitted false information. They also claim that I have committed fraud by submitting multiple claims for the same device, which was done by their staff and not me. I created only one claim back on 2-16-2025 Claim ID: ************ Date Claim Reported: 2025-02-16 Date of Loss: 2025-02-16

  

  Business Response

  Date: 03/28/2025

  March 28, 2025
  
  ****** *********
  *****************
  ****************
  
  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 ******, states:
  
  I am insured by Asurion. I submitted a claim to have an iPad replaced. My claim was approved and shipped by ********************** failed to deliver the package. Admitted that 3 weeks later they still have the package. For their part Asurion has created new claims and cancelled each open claiming I have submitted false information. They also claim that I have committed fraud by submitting multiple claims for the same device, which was done by their staff and not me. I created only one claim back on 2-16-2025 Claim ID: ************ Date Claim Reported: 2025-02-16 Date of Loss: 2025-02-16
  
  The desired resolution listed in your case states the following:
  
  Replacement.
  
  Response:
  
  On March 11, 2025, we received correspondence regarding this matter from the State of Tennessee Office of the Attorney General (the AG).  Given the open matter with the *** we will respond directly to that inquiry in an effort to address your concerns further on or by April 1, 2025, the date assigned by the AG.
  
  Regards,
  
  ******** *****, Regulatory Complaints
  Email ***************************************************************
  
  
  
  
  
  

• Initial Complaint

  Date:03/06/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi. I filed an insurance claim on my phone through Asurion on February 13th. I was supposed to receive my new phone no later than February 17th, but it hasn't arrived at all as of today, March 2nd. I called ***** multiple times on this and they initially said there was a "security issue" and that the package was on "indefinite hold". They finally released the package and was scheduled for delivery on February 21st, but it still has not been delivered. I also called Asurion about this and they claimed that ***** "tried" to deliver but because no one was home and a signature was required (which ***** said a signature was not required), that the phone was returned to Asurion. Someone is lying about this and I filed a complaint with ***** about this as well. I've since gotten a new phone on my own, I want Asurion and/or ***** to pay me the full amount of the phone that was insured.

  

  Business Response

  Date: 03/28/2025

  March 28, 2025
  
  ****** ******
  *************************************************************************************
  
  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 ******, states:
  
  Hi. I filed an insurance claim on my phone through Asurion on February 13th. I was supposed to receive my new phone no later than February 17th, but it hasn't arrived at all as of today, March 2nd. I called ***** multiple times on this and they initially said there was a "security issue" and that the package was on "indefinite hold". They finally released the package and was scheduled for delivery on February 21st, but it still has not been delivered. I also called Asurion about this and they claimed that ***** "tried" to deliver but because no one was home and a signature was required (which ***** said a signature was not required), that the phone was returned to Asurion. Someone is lying about this and I filed a complaint with ***** about this as well. I've since gotten a new phone on my own, I want Asurion and/or ***** to pay me the full amount of the phone that was insured.
  
  The desired resolution listed in your case states the following:
  
  Delivery;Refund.
  
  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. 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. 
  
  On May 21, 2017, 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 May 25, 2017. More recently, on August 23, 2019, August 5, 2022, and November 6, 2023,Program Change Notices, which provided updated copies of the Coverage Certificate, were sent to you.  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 **************************************** prior to enrolling in the program or initiating a claim (or at any other time). On February 28, 2025, you terminated the PA4 coverage. 
  
  The Coverage Certificate states the following regarding your complaint:
  
  
  VIII.ADDITIONAL CONDITIONS.
  
  A.All claims for Loss under this Certificate will be made good within thirty (30)days after presentation and acceptance of satisfactory proof of interest and Loss to our Authorized Representative and satisfaction by you of your Duties in the Event of 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 February 13, 2025, you filed a claim for a damaged ******** ************* (2024) (128GB) (Claimed Device) for the wireless number ending in 1500,reporting a cracked screen.  During the claim completion process, you accepted the terms and authorized the $25 deductible billed to your wireless account. Later on the same day, February 13, 2025,the replacement ******** ************* (2024) (128GB) (Replacement Device) was picked up by ***** for Next-Day delivery, tracking number 772069479153.  However, the Replacement Device was not delivered the next day as requested due to local delivery restrictions with the delivery courier, *****.
  
  Asurion aims to make the claim process quick, easy, and convenient for its customers, including next-day delivery.  If eligible, we strive to provide next-day shipping; however, next-day shipping is not guaranteed.  As outlined in the policy (cited above), the PA4 Terms and Conditions state that [a]ll claims for Loss under this Certificate will be made good within thirty (30) days after presentation and acceptance of satisfactory proof of interest and Loss to our Authorized Representative and satisfaction by you of your Duties in the Event of a Loss.  Following the completion of your claim on February 13, 2025, the Replacement Device was delivered to you on March 6, 2025, which is consistent with the PA4 terms and conditions.
  
  While the delay was of no fault to Asurion, following the receipt of this matter, on March 6, 2025, March *******, and March 13, 2025, an Asurion representative attempted to contact you to address your concerns further but could not reach you.  The Asurion representative left a voicemail with their direct contact information. If you have any additional questions or concerns, please contact the Asurion representative using the provided contact information.
  
  We sincerely apologize for your frustration and the inconvenience caused. We commit 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

  Date:03/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today 3/1/25 - BBB Complaint Summary: ****************************** Failure to Provide Support for Paid Protection Plan Complaint Against:******* Wireless Mobile Protection Plan provider Asurion Insurance claim administrator Issue:My iPhone 15 Pro (less than a year old) has a battery failure (0% capacity, unverified battery, powers off immediately).***** denied coverage under AppleCare.I pay for ******* Mobile Protect/Asurion, yet ****************************** refused to verify my coverage before filing a claim and repeatedly sent me in circles instead of providing clear answers.Customer Service Failures & The Endless Loop:No Coverage Details Provided *******/Asurion refused to confirm if my plan covers battery failure or if I qualify for a replacement. Instead, they insisted I file a claim without verifying eligibility.Misleading ****************** Responses I was on the official Asurion website chat (****************************************************), yet ******* kept telling me to "visit the Asurion website" for supportwhere I already was.I asked for specific shipping options to ******, and instead of answering, I was repeatedly redirected to different departments.When I asked for a manager or supervisor, I was ignored and told to "call support"even after explaining that I have no working phone due to the battery failure.Over 4 Hours Wasted with No Resolution After multiple chats and calls, I still dont have confirmation of coverage, shipping options, or a clear resolution.Resolution Requested:Confirm my Asurion coverage Does it cover battery failure? Am I eligible for a full replacement?Clarify replacement options Can Asurion ship a replacement to ******? If not, what alternatives do I have?Hold ****************************** accountable for wasting hours of my time with incompetence and refusal to provide clear support for a service I pay for.I expect immediate clarification and a formal resolution.

  

  Business Response

  Date: 03/25/2025

  March 25, 2025
  
  *** *****
  ***************************
  
  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 ******, states:
  
  Today 3/1/25 - BBB Complaint Summary:******* & Asurion Failure to Provide Support for Paid Protection Plan Complaint Against: ******* Wireless Mobile Protection Plan provider Asurion Insurance claim administrator Issue: My iPhone 15 Pro (less than a year old)has a battery failure (0% capacity, unverified battery, powers off immediately). ***** denied coverage under *********. I pay for ******* Mobile Protect/Asurion, yet ******* & Asurion refused to verify my coverage before filing a claim and repeatedly sent me in circles instead of providing clear answers. Customer Service Failures & The Endless Loop: No Coverage Details Provided *******/Asurion refused to confirm if my plan covers battery failure or if I qualify for a replacement. Instead, they insisted I file a claim without verifying eligibility. Misleading Support & Circling Responses I was on the official Asurion website chat (****************************************************), yet ******* kept telling me to "visit the Asurion website" for supportwhere I already was. I asked for specific shipping options to ******, and instead of answering, I was repeatedly redirected to different departments. When I asked for a manager or supervisor, I was ignored and told to "call support"even after explaining that I have no working phone due to the battery failure. Over 4 Hours Wasted with No Resolution After multiple chats and calls, I still dont have confirmation of coverage, shipping options, or a clear resolution.Resolution Requested: Confirm my Asurion coverage Does it cover battery failure? Am I eligible for a full replacement? Clarify replacement options Can Asurion ship a replacement to ******? If not, what alternatives do I have?Hold ******* & Asurion accountable for wasting hours of my time with incompetence and refusal to provide clear support for a service I pay for. I expect immediate clarification and a formal resolution.
  
  The desired resolution listed in your case states the following:
  
  Replacement;Delivery.
  
  Response:
  
  ******* Mobile Protect (***) 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 is the program administrator for the Wireless Phone Protection insurance program (***), which is a component of *** and provides coverage for loss, theft, and damage.    In addition to the *** insurance coverage,*** includes ******* Extended Warranty (**) 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.  *** also includes Mobile Secure technical support.  Customers enrolled in the *** program can file a claim by calling Asurions toll-free number or going online at **************************************************; Our records indicate that on March 19, 2024,you enrolled the wireless number ending in 3768 in ***, and it remains enrolled.
  
  *** is a combination of the following insurance and service contract products:
  
              (1)*** is an insurance product that covers devices that are lost, stolen, or damaged.  The *** is administrated by Asurion Insurance Services, Inc. (Asurion). Under the terms of the *** program, if a customers wireless device is lost, stolen, or damaged, the customer may file a claim by calling Asurions toll-free telephone number or online at **************************************************;
  
              (2)******* Extended Warranty (**) is a service contract program that covers devices that experience a malfunction/failure outside of the manufacturers warranty period.  The ** service contract obligor and administrator is ******* Wireless Services, LLC. (*******) For post-warranty malfunction claims (including battery replacements), customers may file a claim by calling ******* at **************.
  
              (3)Mobile Secure is a technical support service.
  
  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, although no claims or contact was made with Asurion regarding this matter, on March 1, 2025, you contacted ******* for ** assistance, reporting that your Apple iPhone 15 Pro had a short battery life, and that the battery quickly drained.   Because you requested the replacement device be delivered to you in ******, ******* informed you that a replacement phone could not be shipped to another country.  Consequently, the matter went unresolved.
  
  ******* records indicate that on March 11, 2025, the matter was resolved when ******* Wireless replaced your Apple iPhone 15 Pro via **.  If you have any questions or concerns regarding the ** claim, please contact ******* directly at **************. 
  
  Although we cannot meet your desired resolution, we apologize for your less-than-satisfactory experience and appreciate your feedback.
  
  Regards,
  
  ******** *****, Regulatory Complaints
  Email ***************************************************************
  
  
  
  
  
  

• Initial Complaint

  Date:03/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a replacement device from ******************** and it got lost from my baby when he was watching on it while we were shopping in ******* and i filed claim 5 times and they rejected it as i have a coverage of unlimited claims i gave them all the info and the affidavit but they are not willing to accept it

  Customer Answer

  Date: 03/03/2025

  The service is from ******* asurion

  the number associated is **********

  and

  the claim ids are as follows ************

  507421248671 

  506123130923

  

  Business Response

  Date: 04/11/2025

  April 11, 2025
  
  ******* ****
  **************
  ************************
  
  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 states:
  
  I had a replacement device from ******************** and it got lost from my baby when he was watching on it while we were shopping in ******* and i filed claim 5 times and they rejected it as i have a coverage of unlimited claims i gave them all the info and the affidavit but they are not willing to accept it.
  
  The desired resolution listed in your case states the following:
  
  Replacement.
  
  Response:
  
  After receiving your matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, amicably resolve your matter. According to our records, you recently filed a claim for your Apple iPhone 16 Pro Max (256GB) (the Claimed Device) under your ******* Mobile Protect (VMP) program.  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.
  
  You filed a claim for your Claimed Device because it was lost for the wireless number ending in 2197.  Unfortunately, the resolution of your claim was delayed due to multiple claim denials.
  
  According to our records,the matter was resolved when your claim was approved, and a replacement device was shipped and delivered to you on March 31, 2025.
  
  Based on the above, we believe the issue raised in this matter has now been resolved.  We apologize for any inconvenience this matter has caused you, and we appreciate the opportunity to resolve it.  Your experience is not representative of the quality of service we strive to provide, and we appreciate the opportunity to review the matter in an effort to continuously improve.
  
  If you have any further questions or concerns, you may contact me by email.  I am available Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m.CST.
  
  
  Regards,
  
  ******** *****, Regulatory Complaints
  Email ***************************************************************
  

• Initial Complaint

  Date:03/03/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had Asurion through ******* Total Mobile Protection. I recently filed a claim503072486856 for an Apple Watch that I lost. I had to call to complete the claim. When I called, I was told that the replacements were currently on backorder, but I could receive a check to repurchase a replacement on my own. I asked the agent multiple times to confirm the amount of the check, to which she confirmed $336.53. She also repeated that this was the amount AFTER the deductible was considered. In other words, $336.53 was the amount of the check I was supposed to receive, after all taxes and fees were sorted. I asked if I would receive an email confirmation of this, and she said yes. Great. After we disconnected the call, I received an approval email for my claim. The amount, however, was different$257.72. I immediately called Asurion back. I explained the situation, and the specialist put me on hold to confirm. After, he said the original specialist was correct, and the claim amount and check would be for $336.53. He said specifically to disregard the email and "rest assured the check will be for $336.53." Amazing. The check arrived today. For $257.72. When I called Asurion, the specialist on the line stated that the amount was in fact $336.53, but it wasn't including the $99 deductible. But, $336.53-$99=$237.53, so when I questioned her math, she said there were also taxes from my state in the amount of $20.19. Okay, but...$336.53-$99-$20.19=$217.34 NOT $257.72 NOR $336.53. When I questioned her on this she simply stated, "Well this is the amount we gave you and this is your money."This is ILLEGAL for an insurance company. I agreed to an amount, and you changed the amount when the claim went through. I've attached screenshots of my original call (17 minutes), the email I received, and the second call I made (7 minutes) after receiving that email. This number is the Asurion support number. I expect a check mailed to me for the remaining amount$78.81.

  

  Business Response

  Date: 03/31/2025

  March 31, 2025
  
  ******* *****
  *****************
  *********, ** 18020
  
  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 states:
  
  I had Asurion through ******* Total Mobile Protection. I recently filed a claim503072486856 for an Apple Watch that I lost. I had to call to complete the claim. When I called, I was told that the replacements were currently on backorder, but I could receive a check to repurchase a replacement on my own. I asked the agent multiple times to confirm the amount of the check, to which she confirmed $336.53. She also repeated that this was the amount AFTER the deductible was considered. In other words, $336.53 was the amount of the check I was supposed to receive, after all taxes and fees were sorted. I asked if I would receive an email confirmation of this, and she said yes. Great. After we disconnected the call, I received an approval email for my claim. The amount, however, was different$257.72. I immediately called Asurion back. I explained the situation, and the specialist put me on hold to confirm.After, he said the original specialist was correct, and the claim amount and check would be for $336.53. He said specifically to disregard the email and "rest assured the check will be for $336.53." Amazing. The check arrived today. For $257.72. When I called Asurion, the specialist on the line stated that the amount was in fact $336.53, but it wasn't including the $99 deductible. But, $336.53-$99=$237.53, so when I questioned her math, she said there were also taxes from my state in the amount of $20.19. Okay, but...$336.53-$99-$20.19=$217.34 NOT $257.72 NOR $336.53. When I questioned her on this she simply stated, "Well this is the amount we gave you and this is your money." This is ILLEGAL for an insurance company. I agreed to an amount, and you changed the amount when the claim went through. I've attached screenshots of my original call (17 minutes), the email I received, and the second call I made (7 minutes) after receiving that email. This number is the Asurion support number. I expect a check mailed to me for the remaining amount$78.81.
  
  The desired resolution listed in your case states the following:
  
  Refund.
  
  Response:
  
  After receiving your matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, amicably resolve your matter. According to our records, you recently filed a claim for your Apple Watch SE 2023 44mm GPS + Cellular (the Claimed Device) under your ******* Mobile Protect Multi Device (VMP MD) program.  VMP MD 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.
  
  You filed a claim for your lost Claimed Device for the wireless number ending in 1018.  Unfortunately, the resolution of your claim was delayed due to a discrepancy with the amount of the reimbursement check.
  
  According to our records, on March 31, 2025, the matter was resolved when a refund for $78.81, representing the difference between the amount you were erroneously informed the reimbursement check would be and the actual amount of the reimbursement check,was authorized and issued to you via an electronic gift card.  Therefore,we believe the issue raised in this matter has now been resolved.  We apologize for any inconvenience this matter has caused you and we appreciate the opportunity to resolve it.  Your experience is not representative of the quality of service we strive to provide, and we appreciate the opportunity to review the matter in an effort to continuously improve.
  
  If you have any further questions or concerns, you may contact me by email.  I am available Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m.CST.
  
  Regards,
  
  **** ******
  Asurion,Regulatory Affairs                                                                       
  ******************************************************************
  

  Customer Answer

  Date: 03/31/2025

   
  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

  Date:03/03/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Asurion to get my replacement after my phone broke. They overnighted a replacement phone. The phone arrived the wrong color and did not work. I contacted them again and they said a second replacement would be delivered the same day between 5 and 7 pm. I replied I heard these same day deliveries never show up. She replied they will come for sure. I then received an email saying the phone won't be delivered to click link to choose another delivery. The link did not work. I called to get the phone sent by ***** instead. I now have been on hold for 15 mins. This has happened to me in the past as well.

  Customer Answer

  Date: 03/03/2025

   This is an AT&T Iphone 14 pro max in purple for number ************. You have made 3 appointments for expert delivery and canceled all of them. You finally sent the wrong color and it is defective. When contacted to fix it multiple CSR's lied and bungled everything. Was promised an upgrade to 15 pro max for my trouble but it was never delivered. Several weeks went by and the replacement for the first defective phone finally arrived today in the wrong color. Truly pathetic service at best. Your ***'s tried to sell me stuff every call dragging the calls out to 40+ mins just to get nowhere. You need to knock about $100 off the deductable to make it right.

  

  Business Response

  Date: 04/11/2025

  April 11, 2025
  
  ******* ****
  **********************************************************************************
  
  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 February *******, states:
  
  I contacted Asurion to get my replacement after my phone broke. They overnighted a replacement phone. The phone arrived the wrong color and did not work. I contacted them again and they said a second replacement would be delivered the same day between 5 and 7 pm. I replied I heard these same day deliveries never show up. She replied they will come for sure. I then received an email saying the phone won't be delivered to click link to choose another delivery. The link did not work. I called to get the phone sent by ***** instead. I now have been on hold for 15 mins. This has happened to me in the past as well.
  
   This is an AT&T Iphone 14 pro max in purple for number ************. You have made 3 appointments for expert delivery and canceled all of them. You finally sent the wrong color and it is defective. When contacted to fix it multiple CSR's lied and bungled everything. Was promised an upgrade to 15 pro max for my trouble but it was never delivered. Several weeks went by and the replacement for the first defective phone finally arrived today in the wrong color. Truly pathetic service at best. Your ***'s tried to sell me stuff every call dragging the calls out to 40+ mins just to get nowhere. You need to knock about $100 off the deductable to make it right.
  
  The desired resolution listed in your case states the following:
  
  Something needs to be done to make this right!.
  
  Response:
  
  After receiving your matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, amicably resolve your matter. According to our records, you recently filed a claim for your Apple iPhone 14 Pro Max (256GB) (the Claimed Device) under your AT&T Protect Advantage for 1 PA1 program.  PA1 is an optional device ********************** program available to AT&Ts customers and provides coverage for eligible devices in the event they are lost, stolen,damaged, or experience an out-of-warranty malfunction.
  
  You filed a claim for your Claimed Device due to damage for the wireless number ending in 4175.  Unfortunately, the resolution of your claim was delayed due to several unsuccessful Same Day Delivery attempts.
  
  According to our records,the matter was resolved when a replacement device was shipped and delivered to you on March 3, 2025. In addition, our records indicate that AT&T provided a customer credit of $275 on March 13, 2025.
  
  Based on the above, we believe the issue raised in this matter has now been resolved.  We apologize for any inconvenience this matter has caused you and appreciate the opportunity to resolve it.  We understand that your time is important, and again apologize for any inconvenience this delay caused you. 
  
  If you have any further questions or concerns, you may contact me by email. I am available Monday through Friday between 9:00 a.m. and 4:00 p.m. CST.
  
  Regards,
  
  ******** *****, Regulatory Complaints
  Email ***************************************************************