ComplaintsforAsurion

• Initial Complaint

  03/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I got a new phone ******** S22) since Sep 2023. This phone is gave me a lot of hard time since Early week of Nov 2023 & it was blocked over 2.5 hrs in the middle of desert. Phone stuck on GPS system for hours, wired **************** showed (even in Chinses language) & stuck it for hours which is made me very frustrated special when I traveled & I don't have any safety with this unfunctional ******* phone. I called numerus times to my tel. carrier & walked to their stores but none fix my issues. They told me just contact w/******* which I did couple times, as well.******* told me take to their Tech which was UbreakIfixit in the *************** , ** & if they can not fix it ,then we will replace for you. Last week I went to this store & they told me this phone is not fixable & not functional & I need ask ******* for replacement phone. I asked of report but they said they will sent to the ******* directly & denied my request. I called ******* & they changed their words on ******* seems they are not believe what I told them. I came back to this store today & asked for a copy of report that they sent to the ******* but they manipulated me & refused to give me any report or anything to show me about their work on my phone. I asked for Manager but none showed up & their Tech told me different excuses which was unbelievable how they are refused to give me any report which I have right to have it. They said we dont have any ******************* is on-line asked to email me or you could used of your printer but they said by privacy ******* is not let us give report to the customer which is wired & unacceptable. It seems this company just want cover up ******* & ignored give customers reports which we have to right to have it as I took my phone to Asurion LLC. This business is hiding truthful statements for favor of ******* & let ******* is cheating their customers when ******* is giving us unfunctional phone but charging us & caused us a lot of stress & unsafety conditions

  

  Business response

  04/25/2024

  April 25, 2024
  
  Faith R.asl
  E-mail: *********************
  
  Complaint ID # ********
  
  Dear Faith R.asl,
  
  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 26,2024, states:
  
  Your complaint states:
  
  I got a new phone ******** S22) since Sep 2023. This phone is gave me a lot of hard time since Early week of Nov 2023 & it was blocked over 2.5 hrs in the middle of desert. Phone stuck on GPS system for hours,wired messages & pages showed (even in Chinses language) & stuck it for hours which is made me very frustrated special when I traveled & I don't have any safety with this unfunctional ******* phone. I called numerus times to my tel. carrier & walked to their stores but none fix my issues. They told me just contact w/******* which I did couple times, as well. ******* told me take to their Tech which was UbreakIfixit in the *************** , ** & if they can not fix it ,then we will replace for you. Last week I went to this store & they told me this phone is not fixable & not functional & I need ask ******* for replacement phone. I asked of report but they said they will sent to the ******* directly & denied my request. I called ******* & they changed their words on me & it seems they are not believe what I told them. I came back to this store today & asked for a copy of report that they sent to the ******* but they manipulated me & refused to give me any report or anything to show me about their work on my phone. I asked for Manager but none showed up & their Tech told me different excuses which was unbelievable how they are refused to give me any report which I have right to have it. They said we dont have any papers & everything is on-line asked to email me or you could used of your printer but they said by privacy ******* is not let us give report to the customer which is wired & unacceptable. It seems this company just want cover up ******* & ignored give customers reports which we have to right to have it as I took my phone to Asurion LLC. This business is hiding truthful statements for favor of ******* & let ******* is cheating their customers when ******* is giving us unfunctional phone but charging us & caused us a lot of stress & unsafety conditions.
  
  The desired resolution listed in your case states the following:
  
  This business needs to be honest to client & giving them reports and not hiding reports for favor of the tel. companies.
  
  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 the phone number associated with the malfunctioning claimed device or the associated claim number.  You may also provide the requested information to the BBB directly.
  
  Regards,
  
  *********************, Regulatory Affairs                                                                
  ******************************************
  

  Customer response

  05/02/2024

   
  Complaint: 21491501
  
  I am rejecting this response because: I emailed **** who asked me to email him more information couple days ago but he didnt respond to you. It seems this company is just jerking consumers & used negative tactic with delay to respond to BBB & then messing with consumers directly with ignoring their emails. Not good a business practice 
  
  Sincerely,
  
  Faith R.asl

  

  Business response

  05/20/2024

  May 20, 2024
  
  Faith R.asl
  E-mail: *********************
  
  Complaint ID # b
  
  Dear **************asl,
  
  I am writing in response to the rebuttal you filed with the Better Business Bureau (BBB) regarding Asurions response to the above-referenced matter.
  
  Your rebuttal filed with the BBB on May 9, 2024 states:
  
  "I am rejecting this response because: I emailed **** who asked me to email him more information couple days ago but he didnt respond to you. It seems this company is just jerking consumers & used negative tactic with delay to respond to BBB & then messing with consumers directly with ignoring their emails. Not good a business practice "
  
  Response:
  
  As stated in my email responses to you, it appears that this matter is regarding a claim you filed directly through ******* for a ******* Galaxy S22, who subsequently referred you to uBreakiFix (****) to have your device diagnosed.  Unfortunately, a work order was not created during your visit to the **** location in ***************, **,and the matter went unresolved.
  
  Following receipt of the BBB rebuttal, on May 15, 2024, a **** specialist contacted you to offer assistance.  The **** specialist offered to schedule a diagnostic visit at another **** location, which you declined.  In order for ******* to proceed with your claim with them and move forward with offering a resolution, you would need to have your claimed device diagnosed at a **** location.  For further assistance, we kindly ask that you contact the **** specialist using the contact information provided and allow him to schedule a diagnostic visit, or contact ******* directly regarding your claim with them.
  
  Regards,
  
  *********************, Regulatory Affairs
  Email ******************************************
  

  Customer response

  05/28/2024

   
  Complaint: 21491501
  
  I am rejecting this response because: As this company did not go through my letter and read carefully that what I had requested and again want waste my time and sending to another Technician when I did it already & they want just wasting my time & jerked around when this phone is unfunctional and Not fixable. It seems this company doesn't have trust to their own technician and own stores. This company needs give copy of their reports to any customer take their cell phone there and not cover up for ******* or other phone companies and hiding the reports from us. I am sure it is something wrong and they dont want give us any report or any proof about our unfunctional and unfixable cell phone & this company is just hiding facts and evidence for corporations and business like ******* and others. This hiding practice is not right and it is fishy & have no respect for consumers rights and laws.
  
  Sincerely,
  
  Faith R.asl

  

  Business response

  06/11/2024

  June 11, 2024
  
  Faith R.asl
  E-mail: *********************
  
  Complaint ID # ********
  
  Dear Faith R.asl,
  
  I am writing in response to the rebuttal you filed with the Better Business Bureau (BBB) regarding Asurions response to the above-referenced matter.
  
  Your rebuttal filed with the BBB on May 29, 2024 states:
  
  I am rejecting this response because: As this company did not go through my letter and read carefully that what I had requested and again want waste my time and sending to another Technician when I did it already & they want just wasting my time & jerked around when this phone is unfunctional and Not fixable. It seems this company doesn't have trust to their own technician and own stores. This company needs give copy of their reports to any customer take their cell phone there and not cover up for ******* or other phone companies and hiding the reports from us. I am sure it is something wrong and they dont want give us any report or any proof about our unfunctional and unfixable cell phone & this company is just hiding facts and evidence for corporations and business like ******* and others. This hiding practice is not right and it is fishy & have no respect for consumers rights and laws.
  
  Response:
  
  As stated in our response to your previous rebuttal, in order for ******* to proceed with your claim and move forward with offering a resolution, you would need to have your claimed device diagnosed at a uBreakiFix (****) location. If your device is determined by **** to be unrepairable, then alternative options may be explored but a diagnosis must first be performed.  For further assistance, we kindly ask that you contact the **** specialist using the contact information provided and allow him to schedule a diagnostic visit, or contact ******* directly regarding your claim with them.
  
  Regards,
  
  *********************, Regulatory Affairs
  Email ******************************************
  

  Customer response

  06/12/2024

   
  Complaint: 21491501
  
  I am rejecting this response because: It seems the people in this company are talking in the air and tried to manipulated about my concern & declined to answer of my questions. I did what ******* ordered to me and this company has to treat consumer in the better way. When we are visited them and they are look at our cell phone and diagnosing it ,they have to give consumers a report which this company is ignored to give me. After couple months back and forth and late respond by this sweet company, they are tried change direction of my concern which is totally very unprofessional & irresponsible. If you don't want answer and right respond to my questions & request then stop your game. You are just tried covering of ******* & ignored of consumers right for benefit of a big corporation corruption.   
  
  Sincerely,
  
  Faith R.asl

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Replaced my ******* flip 3 through asurion from **** cell phone account for a ****** deductible. I have paid for years for this insurance through ****. The first phone they sent me wouldn't even power on. So they sent me another one and I couldn't even get the same color that I originally got. They told me that I had to take the other color. Then they said that I would get a 1 year manufacture warranty with the replacement. This started January 18th 2024 with the first faulty phone. After about 1.5 months of having the 2nd replacement my top back cover fell off and the *** would go black occasionally. The new galaxy z flip 3 was never dropped and had no physical or water damage. Not even a scratch on the case anywhere. This left my phones insides exposed. I called asurion and wanted a replacement and they said no because I was just past 30 days that asurion gave me. They offered to only replace it if I want to pay another ******. I refused and then they said I can go through the manufacturers warranty or take it to the repair shop and they would fix for free. They sent a repair ticket to you break I fix. I arrived at my time and was told the ticket sent was showing that I had to pay out of pocket for the repairs. So I left and called asurion again. They sent another ticket and another one because again it showed I had to pay. Asurion keeps telling me that they will fix it free of charge or go through manufactures warranty for replacement. The repair shop ran a gravity test before I could use the warranty. The test showed that this REFURBISHED phone had several drops and the warranty was voided. I NEVER DROPPED MY PHONE. I spoke to asurion and went several levels of management to get it replaced. They all refused. Because my phone showed damage. I told them that it was refurbished and I never DROPPED MY PHONE. ASURION REFUSED TO TAKE RESPONSIBILITY FOR SENDING ME A PHONE WITH A LOT OF PRIOR DAMAGE. I have paid about ******* for their insurance over time. Still no.

  

  Business response

  04/24/2024

  April 24, 2024
  
  ***************************
  11279 Emuness Rd
  Florida - **********************
  
  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 26,2024, states:
  
  Replaced my ******* flip 3 through asurion from at&t cell phone account for a ****** deductible. I have paid for years for this insurance through at&t. The first phone they sent me wouldn't even power on. So they sent me another one and I couldn't even get the same color that I originally got. They told me that I had to take the other color. Then they said that I would get a 1 year manufacture warranty with the replacement. This started January 18th 2024 with the first faulty phone. After about 1.5 months of having the 2nd replacement my top back cover fell off and the *** would go black occasionally. The new galaxy z flip 3 was never dropped and had no physical or water damage. Not even a scratch on the case anywhere.This left my phones insides exposed. I called asurion and wanted a replacement and they said no because I was just past 30 days that asurion gave me. They offered to only replace it if I want to pay another ******. I refused and then they said I can go through the manufacturers warranty or take it to the repair shop and they would fix for free. They sent a repair ticket to you break I fix.I arrived at my time and was told the ticket sent was showing that I had to pay out of pocket for the repairs. So I left and called asurion again. They sent another ticket and another one because again it showed I had to pay. Asurion keeps telling me that they will fix it free of charge or go through manufactures warranty for replacement. The repair shop ran a gravity test before I could use the warranty. The test showed that this REFURBISHED phone had several drops and the warranty was voided. I NEVER DROPPED MY PHONE. I spoke to asurion and went several levels of management to get it replaced. They all refused. Because my phone showed damage. I told them that it was refurbished and I never DROPPED MY PHONE. ASURION REFUSED TO TAKE RESPONSIBILITY FOR SENDING ME A PHONE WITH A LOT OF PRIOR DAMAGE. I have paid about ******* for their insurance over time. Still no.
  
  The desired resolution listed in your case states the following:
  
  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. The PA4 program is underwritten by Continental Casualty Company,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 14, 2024, you completed a claim for a damaged ******* Galaxy Z Flip3 5G 128GB (Claimed Device) for the wireless number ending in 1896. During the claim completion process, you accepted the terms of the claim and authorized the $250 replacement deductible billed to your wireless account. On January 18, 2024, the replacement ******* Galaxy Z Flip3 5G 128GB (Replacement Device #1) was delivered to the address you provided. However, later the same day, you contacted Asurion to report that Replacement Device #1 would not power on.
  
  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 Replacement Device #1 on January 18, 2024, the Asurion representative assisted you by submitting an Asurion warranty replacement request. As you elected for Same-Day Delivery, the replacement ******* Galaxy Z Flip3 5G 128GB (Replacement Device #2) was delivered to the address you provided on the same day.
  
  On March 7, 2024, you contacted Asurion to report that the back part of Replacement Device #2 kept popping off.
  As you received Replacement Device #2 on January 18, 2024, you were advised to contact AT&T Warranty Exchange for assistance under the 12-month warranty. However, upon speaking to AT&T Warranty Exchange, you were informed that Replacement Device #2 could not be replaced under the warranty due to physical damage. As the PA4 program provides coverage for devices that have experienced damage or mechanical or electrical failure after the manufacturers warranty has expired, Asurion offered to provide a replacement under the PA4 program, which would require the filing of a new claim, along with the applicable replacement deductible. However, you declined this option.
  
  At this time, we would be happy to assist you in filing a damaged claim for Replacement Device #2. If you would like to file a damaged claim with Asurion to receive another replacement, which would require the applicable replacement deductible, you may do so by going online to www.phoneclaim.com/att or contacting our claims department at ************.  If you still believe Replacement Device #2 should be covered by the 12-month warranty, we again ask that you contact AT&T for assistance under the 12-month warranty, as warranty issues that occur after 30 days are handled by AT&T Warranty Exchange.
  
  Regards,
  
  ***************************, Regulatory Complaints
  Email ***************************************
  
  
  
  
  
  

• Initial Complaint

  03/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased my tablet from US Cellular in October of 2020! Paid insurance this whole time, thru UC Cellular with Asurion,as the insurance...My tablet ******* Galaxy Tab S7+ 5G. It was the TOP model at that time. I filled a claim with Asurion on March 2nd 2024. At and on the 2nd day of March I was told by an Asurion member that took my call, that I would be getting the ******* Galaxy S9+ with 256 gb in the color of graphite, also was not told anything about back order at this time. I was just informed I'd be receiving said tablet in 1-3 bussiness days. Since March I have received 13 emails , stating my tablet is available, to please call asurion, most emails were ones stating your tablet is on backorder. This feels horrible to have to depend on your tablet as I'm disabled and the screen is large enough for me to be able to use with ease. And it's been on me to call and explain time and time again, what was told to me, and that I'm not going to accept anything less than what they originally stated for my replacement...

  Customer response

  03/26/2024

  Also the replacement item that Asurion will send to you, is also only a refurbished item, and then you send back your broken device, where they will fix what ever is wrong with it and send it to someone else. So they are not replacing with new items, only refurbished items, so you pay all this money over ************************** Insurance alone,  and I bought my tablet new, but they want to send me a used refurbished tablet , and because they don't have any of the ******* s9 plus tablets 512 GB, that have been sent into them as an Insurance claim, they refuse to hold up there end, by honering what they initially claimed... and that was a ******* s9 plus ,512 GB ,in the color graphite, arrival in 1-3 bussiness days. That was over 20 days ago.  

  

  Business response

  04/24/2024

  April 24, 2024
  
  *********************
  19054 Thrush Cove
  *******, WI 53573
  
  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 25,2024, states:
  
  I purchased my tablet from US Cellular in October of 2020! Paid insurance this whole time,thru UC Cellular with Asurion,as the insurance... My tablet ******* Galaxy Tab S7+ 5G. It was the TOP model at that time. I filled a claim with Asurion on March 2nd 2024. At and on the 2nd day of March I was told by an Asurion member that took my call, that I would be getting the ******* Galaxy S9+ with 256 gb in the color of graphite, also was not told anything about back order at this time. I was just informed I'd be receiving said tablet in 1-3 bussiness days.Since March I have received 13 emails , stating my tablet is available, to please call asurion, most emails were ones stating your tablet is on backorder.This feels horrible to have to depend on your tablet as I'm disabled and the screen is large enough for me to be able to use with ease. And it's been on me to call and explain time and time again, what was told to me, and that I'm not going to accept anything less than what they originally stated for my replacement...
  
  The desired resolution listed in your case states the following:
  
  Replacement.
  
  Response:
  
  Device ********************+ Advanced ("***") is a protection program that is available to U.S. Cellular customers and provides coverage for eligible devices that are lost, stolen, unrecoverable, damaged, or experience post-warranty malfunctions.Our records indicate that on October 2, 2020, you enrolled the wireless number ending in 0795 in *** and it remains enrolled. Following the enrollment in the *** program, on October 5, 2020, you were sent a Welcome Letter, which provided access to the *** Terms and Conditions.  On December 6, 2021, you were sent a Program Change Notice, which provided access to an updated copy of the *** Terms and Conditions.
  
  The Terms and Conditions include the following information relevant to your concerns:
  
  Replacement Device
  Claims fulfilled with a replacement device and approved by 12 a.m. CT Mon-Sat (10 a.m. Sun) will be shipped and, in most cases, delivered the next day. Replacement devices may be new or refurbished of the same or a like kind and quality model. Color, brand, model and features may be different. Compatibility of accessories is not guaranteed.
  
  Coverage is Optional
  Insurance and Service Contract coverage is optional, and you are not required to purchase in order to buy UScellular services or devices.
  
  V. CONDITIONS IN THE EVENT OF LOSS.
  C. At our option, we will repair the Covered Property with substitute parts or provide a replacement device; repaired or replacement devices:
  1. Will be of like kind and quality with similar features and functionality, or if the Covered Property is not carried or sold by the Service Provider, will be in the same or higher device tier to which you were assigned;
  2. May be either new or refurbished, and may contain original or non-original parts; and
  3. May be a different brand, model or color.
  
  VII. ADDITIONAL CONDITIONS.
  A. All claims filed under this Certificate will be fulfilled within thirty (30) days after you:
  1. Provide satisfactory proof of ownership and Loss to our Agent; and
  2. Satisfy all of your duties under Section IV. 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.  Asurion determined that on March 2, 2024, you initiated a  claim for a damaged ******* Galaxy Tab S7 Plus 5G (128GB) (Claimed Device) for the wireless number ending in 0795.  During the claim process, you accepted a ******* Galaxy Tab S9+ Plus 5G (256GB) replacement device on backorder, which at the time of your claim was unavailable.  The Asurion representative advised you of the backorder status, in addition to the subsequent emails which kept you informed of the status of your claim.
  
  You were informed via email to contact Asurion to continue your claim.  On March 7, 2024, when you contacted Asurion regarding your claim, you were offered a ******* Galaxy Tab S9 FE 5G (128GB)replacement device.  You declined and informed the Asurion representative that you preferred to wait for the ******* Galaxy Tab S9+ Plus 5G (256GB) you were previously offered as a replacement device on backorder.  Similar interactions occurred on March 13, 2024, March 18, 2024, and March 22, 2024.
  
  Following receipt of the BBB matter,on April 8, 2024, the claim for the Claimed Device for the wireless number ending in 0795 was completed.  During the claim completion process, you accepted the terms of the claim and
  satisfied the $51.70 replacement deductible by debit/credit card.  On April 9, 2024, a ******* Galaxy Tab S9+ Plus 5G (256GB) (Replacement Device) was delivered to you at the address you provided.  Therefore, we consider the matter closed.
  
  On April 18, 2024, the damaged Claimed Device was received by the fulfillment center as required by the Terms and Conditions of the *** program.
  
  In response to your concerns regarding the comparable replacement device offered to you after your claim was initiated, as highlighted above, claims may be fulfilled with a replacement device that is a different model in the same or higher device tier.  The Terms and Conditions, which were sent to you on October 2, 2020 and December 6, 2021, disclosed the replacement types.  The Terms and Conditions were available prior to your enrollment, and were sent in a timely manner, providing time for you to review and decide to continue the enrollment in the *** program.  The continued monthly payment is confirmation of your acceptance of the insurance as well as the Terms and Conditions of the coverage.  As detailed in the Terms and Conditions, *** is an optional program that can be canceled at any time without penalty.   
  
  As highlighted above, Asurion has 30 days to repair or replace the covered property.  Although Asurion was unable to fulfill your claim within that timeframe because you declined the comparable replacement device (******* Galaxy Tab S9 FE 5G (128GB)) that was offered in favor of waiting for a different model replacement device (******* Galaxy Tab S9+ Plus 5G (256GB)), Asurion worked to resolve the matter by offering an available replacement device within the ****** timeframe consistent with the terms and conditions of the *** program.
  
  We sincerely apologize to you for any inconvenience this may have caused.  We make a commitment to our customers to make the claim process easy and convenient, and we truly regret that this was not your experience.
  
  If you have any other questions or concerns, please feel free to 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 Affairs
  Email: ******************************************
  

• Initial Complaint

  03/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Re Reimbursement of ******* Iphone 13 replacement phone Claim #************ On February 2, I was informed by Asurion (*******) customer representative named ****** that I would be reimbursed for replacement Iphone13 due to miscommunication from their office after I have filed a claim to replace damage Iphone. Asurion told me that the phone was shipped and on its way on Feb 1, 2024 and then later on the same day informed me the phone is not availableit is on backorder and would take some time. So I called the next morning to inquire about the status and what other options are available. After a few minutes, I was transferred to a supervisor, ******, who told me I could purchase the Iphone via retail and Asurion would reimburse me as long as I emailed them the receipt not to exceed $677.31. In fact she informed me what stores offered it at the price. I made the purchase that day Feb 2, 2024 and emailed the receipt to ********************************** I called to confirm it was received and was I would receive a check in 3-5 business day. To date, I have not received the check. I have called a numerous occasion as follows:Feb 8th and was on hold back/forth with someone from ***** (call center) who informed me to wait until I hear from Asurion via email with tracker number.Feb 12th and spoke to ********** situation as above.Feb 21st and spoke to ********* me he would call me backhe never called back.Feb 23rd and spoke to another representativehe put me on hold for an hour and eventually I hung up the phone.This is ludicrous! I cant seem to reach any manager or supervisor, at this point I dont even know if I am speaking to a manager/supervisorI believe theyre lying and just put me hold and dont bother to come back to the line or disconnect me. I would greatly appreciate if you can help me in this matter. I want to get reimbursed for the replacement phone as soon as possible by overnight mail. Thank you.Kind regards,*****************************

  

  Business response

  04/22/2024

  April 22, 2024
  
  *****************************
  PO Box 693
  ********************
  
  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 23,2024, states:
  
  Re Reimbursement of ******* Iphone 13 replacement phone Claim #************ On February 2, I was informed by Asurion (*******) customer representative named ****** that I would be reimbursed for replacement Iphone13 due to miscommunication from their office after I have filed a claim to replace damage Iphone. Asurion told me that the phone was shipped and on its way on Feb 1, 2024 and then later on the same day informed me the phone is not availableit is on backorder and would take some time. So I called the next morning to inquire about the status and what other options are available. After a few minutes, I was transferred to a supervisor, ******, who told me I could purchase the Iphone via retail and Asurion would reimburse me as long as I emailed them the receipt not to exceed $677.31. In fact she informed me what stores offered it at the price. I made the purchase that day Feb 2, 2024 and emailed the receipt to ********************************** I called to confirm it was received and was I would receive a check in 3-5 business day. To date, I have not received the check. I have called a numerous occasion as follows: Feb 8th and was on hold back/forth with someone from ***** (call center) who informed me to wait until I hear from Asurion via email with tracker number. Feb 12th and spoke to ********** situation as above. Feb 21st and spoke to ********* me he would call me backhe never called back.Feb 23rd and spoke to another representativehe put me on hold for an hour and eventually I hung up the phone. This is ludicrous! I cant seem to reach any manager or supervisor, at this point I dont even know if I am speaking to a manager/supervisorI believe theyre lying and just put me hold and dont bother to come back to the line or disconnect me. I would greatly appreciate if you can help me in this matter. I want to get reimbursed for the replacement phone as soon as possible by overnight mail. Thank you. Kind regards, *****************************
  
  The desired resolution listed in your case states the following:
  
  Refund.
  
  Response:
  
  ******* Mobile Protect Multi-Device (VMPMD) is an optional device ********************** program that is available to ******* Wireless customers and provides coverage for eligible devices that are lost, stolen, damaged, or experience post-warranty malfunctions. Asurion Insurance Services, Inc. (Asurion) is the program administrator for the Wireless Phone Protection insurance coverage (WPP),which is a component of the Protect MD program that, along with insurance coverage, includes extended warranty coverage and technical support.  Customers enrolled in Protect MD can file a claim by calling Asurions toll-free number or going online at www.phoneclaim.com.
  
  Following the receipt of this matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter. On February 1, 2024, you filed a claim for a damaged Apple iPhone 13 128GB (Claimed Device) for the wireless number ending in 7302. During the claim process, you were offered a replacement through reimbursement. The reimbursement option provides you a check for the current purchase price of a replacement device,plus applicable taxes minus the $99 replacement deductible, totaling $677.31, pending the return of the damaged Claimed Device to the fulfillment center and the receipt of the purchase receipt, and you accepted this option. On February 22, 2024, upon receipt of the damaged Claimed Device and the purchase receipt, the $677.31 reimbursement check was mailed to the address you provided. However, on March 11, 2024, you contacted Asurion to report that you had not received the reimbursement check.
  
  Asurion acknowledges that there was a delay in receiving the reimbursement check, as the check may have been lost in transit, and sincerely apologizes for the inconvenience you may have experienced. To resolve the matter, on March 26, 2024, Asurion reissued the reimbursement check in the amount of $677.31. On March 29, 2024, the reimbursement check was delivered to the address you provided via FedEx,tracking number ************. The same day, an Asurion representative attempted to contact you to confirm receipt of the reimbursement check but could not reach you. The Asurion representative left a voicemail informing you of the delivery and provided their direct contact number.  If you have not received the reimbursement check or have any questions or concerns regarding the reimbursement, please contact the Asurion representative directly using the contact information provided.
  
  We sincerely apologize for your frustration. We make a commitment to our customers to make the claims process easy and convenient,and we truly regret that this was not your experience.
  
  Regards,
  
  ***************************, Regulatory Complaints
  Email ***************************************
  
  
  
  
  
  

  Customer response

  04/24/2024

   
  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

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a claim through asurion to have my phone screen repaired. I was first given an appointment of Wednesday march 20th between hours of 5pm-7pm. My appointment was cancelled with no explanation given. When i called in to inquire, i was not given any explanation at all. I made a subsequent appointment. This one was for Friday Mar 22nd between 1 and 3pm. As this was during business hours, i called and said i needed notice to leave work and come home. I was told i would get plenty of notice.. On Friday I received a text at 1:37pm saying he was 40 or 50 mins away. I immediately replied that i would head home and would possibly be just a few minutes behind him due to traffic and rain. After giving updates enroute, communicating back and forth and being told no rush by the tech, the technician cancelled the appointment LITERALLY AS I PULLED INTO MY DRIVEWAY. He drove past me. I arrived a total of eight minutes after he did. He said he had no choice cuz he had 5 other jobs to get to before end of day. I told him this was ridiculous as he literally saw me arrive as he was leaving, and advised him that as a longtime shareholder with ******* (the service provider who contracts third party asurion) that I would share my experience as this was unacceptable. Direct quote. I was then told that he took that as a threat. Yes Im being serious, that was his response. Reporting unprofessional behavior, amounts to a threat. That should be a pretty clear indicator of the caliber of professionalism in this situation. Again, for clarity, i was given less than an hours notice to drive across town Friday afternoon during a rain storm, i arrived within eight minutes of the projected time given, after being told no rush by the technician, whowas STILL AT MY HOUSE when i arrived, and he drove away in front of me as i pulled in. This is an INSANE way to do business.

  

  Business response

  04/18/2024

  April 18, 2024
  
  ***************************
  ***************
  **********,SC 29607
  
  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 22,2024, states:
  
  I filed a claim through asurion to have my phone screen repaired. I was first given an appointment of Wednesday march 20th between hours of 5pm-7pm. My appointment was cancelled with no explanation given. When i called in to inquire, i was not given any explanation at all. I made a subsequent appointment. This one was for Friday Mar 22nd between 1 and 3pm. As this was during business hours, i called and said i needed notice to leave work and come home. I was told i would get plenty of notice.. On Friday I received a text at 1:37pm saying he was 40 or 50 mins away. I immediately replied that i would head home and would possibly be just a few minutes behind him due to traffic and rain. After giving updates enroute, communicating back and forth and being told no rush by the tech, the technician cancelled the appointment LITERALLY AS I PULLED INTO MY DRIVEWAY. He drove past me. I arrived a total of eight minutes after he did. He said he had no choice cuz he had 5 other jobs to get to before end of day. I told him this was ridiculous as he literally saw me arrive as he was leaving, and advised him that as a longtime shareholder with ******* (the service provider who contracts third party asurion) that I would share my experience as this was unacceptable. Direct quote. I was then told that he took that as a threat. Yes Im being serious,that was his response. Reporting unprofessional behavior, amounts to a threat. That should be a pretty clear indicator of the caliber of professionalism in this situation. Again, for clarity, i was given less than an hours notice to drive across town Friday afternoon during a rain storm, i arrived within eight minutes of the projected time given, after being told no rush by the technician, whowas STILL AT MY HOUSE when i arrived, and he drove away in front of me as i pulled in. This is an INSANE way to do business.
  
  The desired resolution listed in your case states the following:
  
  Finish the Job.
  
  Response:
  
  ******* Mobile Protect Multi-Device (VMP MD) is an optional device ********************** program available to customers of ******* Wireless.  VMP MD is account-based coverage that allows a ******* Wireless customer to cover any two (2) or three (3) eligible lines, depending on the number of eligible lines on their ******* Wireless account, in the event a device active on one of those covered lines is lost, stolen, damaged, or experiences a post-warranty malfunction.
  
  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 March 20, 2024, you filed an online claim for an Apple iPhone 14 *********** (Claimed Device) for the wireless number ending in 6831. During the claim process, you opted for the on-site repair option. However, the repair claim has remained unfulfilled.
  
  Asurion acknowledges that there was a delay in providing a resolution for your claim due to rescheduled and missed repair appointments and apologizes for the inconvenience you may have experienced because of this matter.  On March 25,2024, March 26, 2024, and April 15, 2024, an Asurion representative attempted to contact you to provide further claim assistance. However, the Asurion representative was unable to reach you. The Asurion representative sent you emails with their direct contact information. If you would like to move forward with the claim process, please contact the Asurion representative directly using the contact information provided.
  
  We sincerely apologize that your experience has been less than satisfactory and appreciate your feedback. We make a commitment to our customers to make the claims process easy and convenient, and we truly regret that this was not your experience. Your experience is not representative of the quality and/or reliability of the service Asurion strives to provide, and your feedback will be utilized in identifying opportunities for process improvement. 
  
  Regards,
  
  ***************************, Regulatory Complaints
  Email ***************************************
  
  
  
  
  
  

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3/11/24- a claim was filed with Asurion for a new phone due to me breaking my existing phone. My phone service is through ******* wireless. They contract with this 3rd party if you want to use your insurance you have to go through Asurion . A service i pay extra for each month The claim was processed and my phone was en route being delivered.In the middle of delivery my package was asked to be returned to the main office in ********* and i never received my phone. I called asurion everyday to find out what happened to my phone, and i got a different story from every member i spoke to. By march 18th i was finally informed asurion would not be covering my broken phone. The only reasoning anyone would give me is because i didnt adhere to my policy guidelines. I have the entire contract in hand and i do not know what guideline has not been followed. ( Yes i called to complain because my phone was returned back to sender ) I am being retaliated on for complaints to this company because there poor customer service. This is fraud!!! I pay extra for this service and they just deny claims and dont care about their customer. The service was disgraceful. Nobody had answers. I even went as high as the getting the *** departments number and ***** in that department was terrible. She told me she would call back after she finds out whats going on and she never did. She stopped answering my calls. She told me my money was returned and she was lying ! My deposit that they took has never been returned. Im working on getting a transaction number now. But this company is so sketchy i honeslty dont think i will even get that back. they are fraud! They have in their records my deposit was returned to my bank and it is not.

  

  Business response

  04/17/2024

  April 17, 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 21,2024, states:
  
  Your complaint states:
  
  3/11/24- a claim was filed with Asurion for a new phone due to me breaking my existing phone. My phone service is through ******* wireless.They contract with this 3rd party if you want to use your insurance you have to go through Asurion . A service i pay extra for each month The claim was processed and my phone was en route being delivered. In the middle of delivery my package was asked to be returned to the main office in ********* and i never received my phone. I called asurion everyday to find out what happened to my phone, and i got a different story from every member i spoke to. By march 18th i was finally informed asurion would not be covering my broken phone. The only reasoning anyone would give me is because i didnt adhere to my policy guidelines.I have the entire contract in hand and i do not know what guideline has not been followed. ( Yes i called to complain because my phone was returned back to sender ) I am being retaliated on for complaints to this company because there poor customer service. This is fraud!!! I pay extra for this service and they just deny claims and dont care about their customer. The service was disgraceful. Nobody had answers. I even went as high as the getting the *** departments number and ***** in that department was terrible. She told me she would call back after she finds out whats going on and she never did. She stopped answering my calls. She told me my money was returned and she was lying ! My deposit that they took has never been returned. Im working on getting a transaction number now. But this company is so sketchy i honeslty dont think i will even get that back. they are fraud! They have in their records my deposit was returned to my bank and it is not.
  
  The desired resolution listed in your case states the following:
  
  Replacement.
  
  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 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 the phone number associated with the damaged claimed device or the associated claim number.  You may also provide the requested information to the BBB directly.
  
  Regards,
  
  *********************, Regulatory Affairs                                                                                               
  ******************************************
  

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

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

  Customer response

  03/22/2024

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

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  

  Business response

  03/21/2024

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

  

  Business response

  03/21/2024

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

  

  Business response

  04/08/2024

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

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been paying insurance for ATT. Through asurion for years( This complaint is strictly against asurion the insurance company, not Att), and I've been trying to file claims since July and I Keep getting denied due to First, it was that I wasn't insured at the time of the incident, which is not true. I've since proven that to them. Then it changed to I don't have the dates right, which I also proved to them was not correct. Now it seems to be ****************** not being met according to them, But I tell you every time I call. It it's a different excuse And none of the excuses is the case.. I've met every Term and condition I have not committed any fraud, and the company refuses to honor. Their services I've been paying for and basically told me too bad So sad there's nothing that they can do... Now i'm stuck paying insurance for something that I cannot get any devices in the future insurured, I bought a brand new phone and 2 months later it was stolen and i can prove it so i tried to do insurance on it. And they refused, I'm trying to just get glass fixed on 2 other phones but I get denied, I think they just don't want to pay for the expensive phone that I have to be replaced. That's my opinion. All my phones on the account are very expensive and they refuse to honor our agreement.. In the end were out $5500+ in value of the devices that were affected in these claims.And we are out $900+ that we paid In insurance thinking. We were insured when we're not getting the service for the money that we paid

  

  Business response

  04/18/2024

  April 18, 2024
  
  *********************
  PO BOX 547
  ****,CA 95464
  
  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 20,2024, states:
  
  I've been paying insurance for ATT.Through asurion for years( This complaint is strictly against asurion the insurance company, not Att), and I've been trying to file claims since July and I Keep getting denied due to First, it was that I wasn't insured at the time of the incident, which is not true. I've since proven that to them. Then it changed to I don't have the dates right, which I also proved to them was not correct. Now it seems to be Terms & Conditions not being met according to them, But I tell you every time I call. It it's a different excuse And none of the excuses is the case.. I've met every Term and condition I have not committed any fraud, and the company refuses to honor. Their services I've been paying for and basically told me too bad So sad there's nothing that they can do... Now i'm stuck paying insurance for something that I cannot get any devices in the future insurured, I bought a brand new phone and 2 months later it was stolen and i can prove it so i tried to do insurance on it. And they refused, I'm trying to just get glass fixed on 2 other phones but I get denied,I think they just don't want to pay for the expensive phone that I have to be replaced. That's my opinion. All my phones on the account are very expensive and they refuse to honor our agreement.. In the end were out $5500+ in value of the devices that were affected in these claims. And we are out $900+ that we paid In insurance thinking. We were insured when we're not getting the service for the money that we paid
  
  The desired resolution listed in your case states the following:
  
  Replacement;Refund; I want the phones that were insured at the time. Replaced, there was no fraud committed. There was no reason for them not to be insured.
  
  Response:
  
  Asurion is the licensed insurance agent and claims administrator for the AT&T Protect Advantage for 4 (PA4)program, which is an optional device ********************** program available to AT&Ts customers. PA4 provides coverage for up to four (4) eligible devices in the event they are lost, stolen, damaged, or experience an out-of-warranty malfunction. PA4 includes Protect Insurance, which provides coverage for loss,theft, and physical damage (excluding accidental damage from handling), and Protect Service Contract, which provides coverage for accidental damage from handling (including screen claims) and out-of-warranty malfunctions. The Protect Insurance is underwritten by **************************** (Continental), which is one of the *** underwriting companies. Customers can file a claim by calling Asurions toll-free number at **************, or by going online at www.phoneclaim.com/att. 
  
  Our records indicate that on November 24, 2023, you enrolled the wireless account enrolled in PA4. Following enrollment, a Welcome Letter,which included a copy of the Coverage Certificate, was sent to you on December 14, 2023. The Coverage Certificate fully outlines the monthly cost of the program, applicable deductibles, how to file a claim, claim limits, and other pertinent disclosures. Key program disclosures are provided to customers prior to enrollment, and customers may also review the Coverage Certificate online at www.phoneclaim.com/att prior to enrolling in the program or initiating a claim (or at any other time). On March 20, 2024, you terminated the PA4 coverage.
  
  The Coverage Certificate states the following regarding your complaint:
  
  
  VII.ELIGIBILITY AND CANCELLATION.
  C.To be and remain eligible for coverage:
  1.You must have activated communications service directly with your Service Provider and be a valid, active and current subscriber of your Service Provider to be covered under the policy. Connected Covered Property must be actively registered on the Service Providers network on the Date of Loss and have logged airtime prior to the Date of Loss.
  2.The Covered Property must be designated by us and eligible for coverage under this Certificate. Eligibility of Connected devices may be limited to new equipment that has not been previously activated for service.
  3.You must not have engaged in fraud or abuse with respect to this or a similar portable electronics equipment insurance program.
  4.You must not have exhausted the benefits available under a *** coverage certificate issued through your Service Provider by exhausting the Aggregate Limit. (See Section III.B).
  5.You must not be in breach of any material term of this Certificate, including,but not limited to: Failure to return damaged Covered Property when requested in conjunction with a Loss; or, failure to satisfy the required deductible on a Loss.
  
  Following the receipt of this matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter. Asurion determined that between January 24, 2024,and March 12, 2024, you filed fourteen (14) claims for the wireless numbers ending in 7793, 3055, 7744, and 7760. Upon review of the claim information and your claim history, Asurion determined that your claims were properly denied. Although there were various denial reasons, ultimately, we investigated your account activity and found related unusual and/or suspicious account activity.Therefore, the claims were denied in accordance with the Eligibility and Cancellation, section VII (as noted above). Please note that more specific details cannot be provided as this would compromise the integrity of our insurance programs systems and controls.
  
  The policy guidelines Asurion follows have been explained in this letter, and therefore, we consider this matter addressed.
  
  Regards,
  
  ***************************, Regulatory Complaints
  Email ***************************************
  
  
  

  Customer response

  04/18/2024

   
  Complaint: 21460746
  
  I am rejecting this response because:
  I have not violated anything listed above besides the fact that you guys took my boyfriend's account and put it under my name without any permission I don't know why or how you were able to do that but that's just crazy but they told me that that's not why it's being denied and yes I filed 14 claims because they were getting denied when we pay for insurance where they should be approved you never committed fraud we've turned in all damage devices even though AT&t is trying to charge us for one that we did return were also fighting that I have proof of the return so there's no reason why you should deny our claim and you can't give a valid reason... none of those apply to me
  Sincerely,
  
  *********************

  

  Business response

  05/02/2024

  May 2, 2024
  
  *********************
  PO BOX 547
  ****,CA 95464
  
  Re: Case # ********
  
  Dear *********************,
  
  I am writing in response to the April 26, 2024, rebuttal you filed with the Better Business Bureau (BBB) regarding Asurions response to the above-referenced case.
  
  Your rebuttal filed with the BBB states:
  
  I have not violated anything listed above besides the fact that you guys took my boyfriend's account and put it under my name without any permission I don't know why or how you were able to do that but that's just crazy but they told me that that's not why it's being denied and yes I filed 14 claims because they were getting denied when we pay for insurance where they should be approved you never committed fraud we've turned in all damage devices even though AT&t is trying to charge us for one that we did return were also fighting that I have proof of the return so there's no reason why you should deny our claim and you can't give a valid reason... none of those apply to me
  Sincerely,
  
  *********************
  
  Conclusion:
  
  We apologize for your frustration. As stated on April 18, 2024, the claims were denied in accordance with the Eligibility and Cancellation, section VII.  Please note that more specific details cannot be provided as this would compromise the integrity of our insurance programs systems and controls.
  
  We are happy to review any additional information you may have to support your claims, but at this time, we are unable to approve your claims based on the information available to us. 
  
  The policy guidelines Asurion followed have been explained in this letter, and therefore, we consider this matter addressed.
  
  Regards,
  
  ***************************, Regulatory Complaints
  Email ***************************************
  
  
  

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had to file a claim on my phone with Asurion. They decided to replace the device, and told me that an Expert would come out to deliver and set up the new phone for me. While the expert did show up with the new phone, he failed to transfer all of my content from the old, damaged device. I have now spent several weeks working with my ******* rep to try to sort this out and get all of my photos and content off of my old device. ******************** has refused to help me, despite it being in their contract that the insurance I pay for covers data recovery, no matter the condition of the old device. They are now telling me they are going to charge me for not returning my old device yet. I pay $17/month for the insurance premium, and I paid a $99 deductible.

  

  Business response

  04/18/2024

  April 18, 2024
  
  *************************
  ********************************************
  ******************
  
  Re: Case # ********
  
  Dear *************************,
  
  In connection with the above-referenced case filed with the Better Business Bureau (BBB), we submit the below in response. 
  
  The case you filed with the BBB on March 19,2024, states:
  
  I had to file a claim on my phone with Asurion. They decided to replace the device, and told me that an Expert would come out to deliver and set up the new phone for me. While the expert did show up with the new phone, he failed to transfer all of my content from the old,damaged device. I have now spent several weeks working with my ******* rep to try to sort this out and get all of my photos and content off of my old *************************** has refused to help me, despite it being in their contract that the insurance I pay for covers data recovery, no matter the condition of the old device. They are now telling me they are going to charge me for not returning my old device yet. I pay $17/month for the insurance premium, and I paid a $99 deductible.
  
  The desired resolution listed in your case states the following:
  
  Repair;Replacement; I would like for Asurion to reach out to me and authorize an expert to retrieve the remainder of my data from my old device..
  
  Response:
  
  ******* Mobile Protect (VMP) is an optional device ********************** program that is available to ******* Wireless customers and provides coverage for eligible devices that are lost, stolen,damaged, or experience post-warranty malfunctions. Asurion Insurance Services,Inc. (Asurion) is the program administrator for the Wireless Phone Protection insurance program (***), which is a component of VMP and provides coverage for loss, theft, and damage. In addition to the *** insurance coverage, VMP includes ******* Extended Warranty (EW) protection, which is a ******* service contract that provides coverage in the event the customers device experiences a malfunction or defect after the manufacturers warranty has expired.
  
  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 March 8, 2024,you filed an online claim for a damaged ******* Galaxy S21 FE 5G 128GB (Claimed Device) for the wireless number ending in 1348. During the claim completion process, you agreed to the claim terms and satisfied the $99 replacement deductible by credit/debit card.  As you elected for Same-Day Delivery, the replacement ******* Galaxy S21 FE 5G 128GB (Replacement Device) was delivered to you on the same day. However, as referenced in the case you filed with the BBB on March 19, 2024,the Same-Day Delivery technician failed to transfer your data from the Claimed Device to the Replacement Device.
  
  ******************** acknowledges that there was a delay in providing a resolution to this matter and sincerely apologizes for the inconvenience you may have experienced. To resolve the matter, on April 4,2024, the return expectation was extended to April 22, 2024, to allow additional time for you to return the damaged Claimed Device. In addition, on April 10, 2024, April 11, 2024, and April 12, 2024, an Asurion Tech Coach attempted to contact you to provide assistance with transferring your data from the Claimed Device but was unable to reach you. The Asurion Tech Coach left you voicemails with their direct contact information. If you still need assistance transferring your data, you may contact the Asurion Tech Coach directly using the contact information provided or by contacting our Asurion Tech Coach team at **************.
  
  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 ***************************************
  
  
  
  
  
  

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