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:04/28/2023

  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.

  On 04/26/2023 I filed an insurance claim on my iPhone 14 pro *** 256gig black, Im a customer on my brothers phone plan with ***** After receiving wrong information from an Asurion agent, my claim was said to be completed and all I was waiting for was a tracking number for my replacement device, only to find out later that a claims adjuster went back into the claim after it was fully verified and completed, and the canceled the claim, due to the last date of usage not being correct. After correcting the issue and resubmitting the claim, its was denied again and Asurion is refusing to tell me why the claim was denied, even after completing the claim exactly the way the agent told me to. Asurion is refusing to replace my device, as well as refusing to explain exactly why my claim is being denied continuously. I feel as if I am being misled by a service that we pay monthly for, yet when Im needing to use the service, Im being done a complete injustice and get no results, I have exhausted all options, and I was told the only thing they could do was direct me to **** to purchase a totally new device, when my device was fully paid for when it was stolen on 4/24/2023. I feel like Im being taken advantage of and I have been mishandled and mistreated in this matter and have no one to help me.

  Customer Answer

  Date: 05/01/2023

  The carrier is AT&T

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

  an alternative number is **********

  

  Business Response

  Date: 06/01/2023

  June 1, 2023
  
  *************************
  ********************************************** 2100
  *********, ** 89117
  
  Re: Case # ********
  
  Dear *************************,
  
  Regarding the above-referenced case that you filed with the Better Business Bureau (BBB), we submit the below in response.
  
  The case you filed with the BBB on April 28, 2023, states:
  
  On 04/26/2023 I filed an insurance claim on my iPhone 14 pro *** 256gig black, Im a customer on my brothers phone plan with AT&T. After receiving wrong information from an Asurion agent, my claim was said to be completed and all I was waiting for was a tracking number for my replacement device, only to find out later that a claims adjuster went back into the claim after it was fully verified and completed, and the canceled the claim, due to the last date of usage not being correct. After correcting the issue and resubmitting the claim, its was denied again and Asurion is refusing to tell me why the claim was denied, even after completing the claim exactly the way the agent told me to. Asurion is refusing to replace my device, as well as refusing to explain exactly why my claim is being denied continuously. I feel as if I am being misled by a service that we pay monthly for, yet when Im needing to use the service, Im being done a complete injustice and get no results, I have exhausted all options, and I was told the only thing they could do was direct me to AT&T to purchase a totally new device, when my device was fully paid for when it was stolen on 4/24/2023. I feel like Im being taken advantage of and I have been mishandled and mistreated in this matter and have no one to help me.
  
  The desired resolution listed in your case states the following:
  
              Replacement.
  
  Response:
  
  Asurion Protection Services, LLC (Asurion) is the licensed insurance agent and claims administrator for the AT&T Protect Advantage for 4 (PA4) program, which is an optional device ********************** program available to AT&** 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 Extended Service Contract, which provides coverage for accidental damage from handling (including screen claims) and out of warranty malfunctions.  Customers can file a claim by calling Asurions toll-free number at **************, or by going online at www.phoneclaim.com/att.
  
  Our records reflect that on March 1, 2023, the primary account holder, Rernishio ********** (the Insured) enrolled the AT&T account in the PA4 program.  Following enrollment in the PA4 program, on March 3, 2023, the Insured was sent a Welcome Letter, which provided access to the PA4 terms and conditions, the Coverage Certificate, and the Protect Extended Service Contract.  The Coverage Certificate fully outlines the terms and conditions of the insurance coverage including the monthly cost of the program, applicable deductibles, how to file a claim, claim limits, and other pertinent disclosures.  Key program disclosures are also provided to customers prior to enrollment, and customers may also review the Coverage Certificate online at www.phoneclaim.com/att or www.att.com/legal/wireless/***************************** prior to enrolling in the program or initiating a claim (or at any other time).  On May 15, 2023, PA4 was canceled, and the AT&T account is no longer enrolled in the PA4 program. 
  
  The PA4 Coverage Certificate states the following regarding the matter:
  
  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 Provider's 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 CNA 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.
  
  In reviewing the claim history, we confirmed that following the Insureds March 1, 2023 PA4 enrollment, you filed multiple claims between March 25, 2023 and April 27, 2023 for a lost/stolen Apple iPhone 14 *************** (Claimed Device) for the wireless number ending in ****.  After reviewing your claims and account history, we determined that the claims were denied in accordance with the Eligibility and Cancellation section detailed above.  Please note that the specific reasons or details for the denial cannot be provided to any customer since it could provide information on obtaining unwarranted claim approval. 
  
  Based on the above, we believe the denial of your claims for the wireless number ending in **** were appropriate.  We are happy to review any additional information you may have to support your claim, but at this time, we are unable to approve your claim based on the information available to us. 
  
  Please feel free to contact me if you have any further questions.  I am available by email Monday through Friday between the hours of 9:00am to 4:00pm CST.
  Regards,
  
  *****************, Senior Writer                                                                                           
  Asurion | ************************************
  www.asurion.com

• Initial Complaint

  Date:04/27/2023

  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 filed a lost phone claim on 04-19-2023 and the Asurion claims adjuster inputted the incorrect address so I never received my replacement device for Claim ID: ************ I was asked to submit a sworn affidavit for this incident and to provide a new mailing address to correct the agents error then the claim was denied, the Asurion adjuster, claim against me reason for denial; Quote " I'm not using the insurance for its intended purposes, on my reshipment for my replacement device, that was shipped to incorrect address by error of one of their employees agent/ adjuster, I was then asked / instructed to refiled the claim and its was approved again on 04-26-2023 for new Claim ID: ************, then denied on 04-27-2023 in result my claim was canceled with no real explanation nothing more then, Quote " I'm not using the insurance for its intended purposes. Please help me BBB, my claim for a replacement iPhone 14 pro *** 512g Purple. I just simply would like to get my replacement phone, nothing more.Without Recourse *************************** Trustee UCC ***** all rights reserved. *************************** MINISTRIES

  

  Business Response

  Date: 05/24/2023

  May 24, 2023
  
  ***************************
  ***************************************** PMB **********************************************
  
  Re: Case # ********
  
  Dear ***************************,
  
  In regard to the above-referenced case that you filed with the Better Business Bureau (BBB), we submit the below in response.
  
  The case you filed with the BBB on April 27, 2023, states:
  
  I filed a lost phone claim on 04-19-2023 and the Asurion claims adjuster inputted the incorrect address so I never received my replacement device for Claim ID: ************ I was asked to submit a sworn affidavit for this incident and to provide a new mailing address to correct the agents error then the claim was denied, the Asurion adjuster, claim against me reason for denial; Quote " I'm not using the insurance for its intended purposes, on my reshipment for my replacement device, that was shipped to incorrect address by error of one of their employees agent/ adjuster, I was then asked / instructed to refiled the claim and its was approved again on 04-26-2023 for new Claim ID: ************, then denied on 04-27-2023 in result my claim was canceled with no real explanation nothing more then, Quote "I'm not using the insurance for its intended purposes. Please help me BBB, my claim for a replacement iPhone 14 pro *** 512g Purple. I just simply would like to get my replacement phone, nothing more. Without Recourse *********************** III Trustee UCC ***** all rights reserved. *************************** MINISTRIES.
  
  The desired resolution listed in your case states the following:
  
  Replacement.
  
  Response:
  
  
  Total Equipment Coverage (***) is an optional device ********************** program that is available to ******* ******** 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 ******** Phone Protection program (***),which is a component of the *** program. 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 www.phoneclaim.com/verizon.
  
  Our records reflect that on March 6, 2023, you enrolled the wireless number ending in **** in the *** program, and it remains enrolled.  Following enrollment in ***, on April 12, 2023, Asurion sent you a Welcome Letter, which included a copy of the programs terms and conditions, including the ******** Communications Equipment Coverage Insurance Policy. 
  
  Program terms and conditions, including the ******** Communications Equipment Coverage Insurance Policy, are available to customers prior to enrollment and sent to customers following their enrollment.  Program details can also be obtained at any time at the customers convenience online at www.phoneclaim.com/verizon,www.verizon.com, or by calling Asurions toll-free number.  The terms and conditions of the *** program relevant to the matter are set forth below:
  
              G. ADDITIONAL CONDITIONS
  
              4. Eligibility
              a. To be eligible for coverage you must 1. be a valid, active and current subscriber of the ******** Service             Provider or an approved user of a ********************** number on a valid, active and current account with the ********             Service Provider for which the account holder has authorized coverage; 2. not have engaged in fraud or abuse with respect to this or a similar communications equipment insurance program; and 3. not be in breach of any material term of the policy,including but not limited to failure to return damaged Covered            Property when requested in conjunction with a loss.
  
  In reviewing your claim history, Asurion confirmed that on April 21, 2023, you completed a claim for lost Apple iPhone 14 *************** for the wireless number ending in ****. During the claim process, you accepted the terms of the claim and satisfied the $249 replacement deductible by debit/credit card.  On April 22, 2023, an Apple iPhone 14 *************** (Replacement Device) was delivered to the address confirmed during the claim process.  That same day, you contacted Asurion and requested a reshipment because you reported that the Replacement Device was delivered to the incorrect address.  However, your request for a reshipment was canceled.  In addition, on April 28, 2023, Asurion applied a refund of the $249 replacement deductible to your original method of payment due to the reshipment cancellation. Following a review of your claims and account history, ******************** determined that the reshipment was canceled in accordance with Additional Conditions 4.a. (as listed above).  Please note that the specific reasons or details for a denial under Additional Conditions 4.a. cannot be provided to any customer since it could provide information on obtaining unwarranted claim approval. 
  
  Based on the above, we believe the cancellation of your reshipment was appropriate.  We are happy to review any additional information you may have to support your reshipment, but at this time, we are unable to approve your reshipment based on the information available to us. 
  
  The policy guidelines Asurion adhered to regarding your concerns have been explained in this letter.  Please feel free to contact me if you have any other concerns or questions.  I am available by email Monday through Friday from the hours of 9:30am to 4:00pm CST.
  
  Regards,
  
  *****************, Regulatory Complaints                                                                                  
  Asurion | ************************************
  www.asurion.com

• Initial Complaint

  Date:04/27/2023

  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.

  On 4/19 I lost my phone at work and after I noticed I lost my phone I went back to work to look for it but was unsuccessful in doing so. I then proceeded to file a claim with asurion the following day after asurion reviewed my claim I was informed to pay my $229 deductible but I couldn't pay it at the time because I didn't have the money so I waited till I got paid on 4/25. I go online to pay my deductible but my claim got cancelled. I then proceeded to file another claim which got again cancelled. I have filed 5 claims now . I have called asurion but they inform me to just file another claim. I been trying to get my phone since 4/19 . Asurion has not been no help at all . I just want to pay my deductible and get my phone. I have no phone and asurion doesn't try to help. What's the point of me having insurance but when I need to file a claim it never goes through or gets cancelled. I need this matter resolved ASAP.

  Customer Answer

  Date: 04/27/2023

  The phone number affected is ************. The phone is on my ******* account. I have looked up the phone I have lost and it's done been reported lost so now it's blacklisted. 

  

  Business Response

  Date: 06/02/2023

  June 2, 2023
  
  ***********************
  7881 *** Rd Apt ************************************
  
  Re: Case # ********
  
  Dear ***********************,
  
  In connection with the above-referenced case filed with the Better Business Bureau (BBB), we submit the below in response. 
  
  The case you filed with the BBB on April 27,2023, states:
  
  On 4/19 I lost my phone at work and after I noticed I lost my phone I went back to work to look for it but was unsuccessful in doing so. I then proceeded to file a claim with asurion the following day after asurion reviewed my claim I was informed to pay my $229 deductible but I couldn't pay it at the time because I didn't have the money so I waited till I got paid on 4/25. I go online to pay my deductible but my claim got cancelled. I then proceeded to file another claim which got again cancelled. I have filed 5 claims now . I have called asurion but they inform me to just file another claim. I been trying to get my phone since 4/19 . Asurion has not been any help at all . I just want to pay my deductible and get my phone. I have no phone and asurion doesn't try to help. What's the point of me having insurance but when I need to file a claim it never goes through or gets cancelled. I need this matter resolved ASAP.
  
  The desired resolution listed in your case states the following:
  
  Phone replacement
  
  Response:
  
  Total Equipment Coverage (***) 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 program (WPP), which is a component of the *** program. Our records indicate that on April 18, 2023, you enrolled in the *** coverage. On May 4, 2023, the *** coverage was terminated,per your request.
  
  Program brochures detailing the Terms and Conditions of the insurance program policy are available at ******* retail locations at the time the customer decides to enroll in the insurance program. The program details,including the Terms and Conditions, can also be obtained at any time at the customers convenience online at www.phoneclaim.com/verizon or www.verizon.com or by calling Asurions toll-free number.
  The Terms and Conditions of the *** program include the following information relevant to your complaint:
  
  G. ADDITIONAL CONDITIONS
  4. Eligibility
  a. To be eligible for coverage you must 1. be a valid, active and current subscriber of your Wireless Service Provider; 2. not have engaged in fraud or abuse with respect to this or a similar communications equipment insurance program; and 3.not be in breach of any material term of the policy, including but not limited to failure to return damaged Covered Property when requested in conjunction with a loss.
  
  Upon receipt of your complaint, Asurion reviewed your concerns and determined that on April 26, 2023, you filed an online claim for a lost Apple iPhone 14 ************* (Claimed Device) with a date of loss of April 18, 2023. The claim was denied because ******* Wirelesss records reflect that there was wireless activity associated with the Apple iPhone 14 ************* on the wireless number ending in 3013 after the loss date provided.  
  
  In addition, we investigated your account activity and found related unusual and/or suspicious account activity.Therefore, the claim was denied in accordance with the Additional Conditions,section G (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.
  
  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 is following have been explained in this letter and therefore we consider this matter addressed.
  
  
  Regards,
  
  ***************************, Regulatory Complaints
  Email ***************************************
  
  
  
  
  
  

  Customer Answer

  Date: 06/02/2023

   
  Complaint: 19988534
  
  I am rejecting this response because:
  I been told so many different things. And I filed over 10 claims all denied for different reasons. The first claim was approved then denied cause I didn't submit the affidavit. The second claim was denied for no air time. The third claim was denied because I didn't have insurance. The fourth claim was denied for unknown reason. The fifth claim was denied because device was still being used. The sixth claim was denied because IMEI didn't match. The seventh claim was denied because of terms reason. The rest of the claims were denied for unknown reason. Every Time I called thy just started a new claim and within a hour my claim was denied. I was lied to and was promised things that never happened. They did nothing to help me with my situation. 
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 06/22/2023

  June 22, 2023
  
  ***********************
  7881 *** Rd Apt ************************************
  
  Re: Case # ********
  
  Dear ***********************,
  
  In connection with the above-referenced case filed with the Better Business Bureau (BBB), we submit the below in response. 
  
  The case you filed with the BBB on April 27,2023, states:
  
  On 4/19 I lost my phone at work and after I noticed I lost my phone I went back to work to look for it but was unsuccessful in doing so. I then proceeded to file a claim with asurion the following day after asurion reviewed my claim I was informed to pay my $229 deductible but I couldn't pay it at the time because I didn't have the money so I waited till I got paid on 4/25. I go online to pay my deductible but my claim got cancelled. I then proceeded to file another claim which got again cancelled. I have filed 5 claims now . I have called asurion but they inform me to just file another claim. I been trying to get my phone since 4/19 . Asurion has not been any help at all . I just want to pay my deductible and get my phone. I have no phone and asurion doesn't try to help. What's the point of me having insurance but when I need to file a claim it never goes through or gets cancelled. I need this matter resolved ASAP.
  
  The desired resolution listed in your case states the following:
  
  Phone replacement
  
  Your rebuttal filed with the BBB states:
  
  I been told so many different things. And I filed over 10 claims all denied for different reasons. The first claim was approved then denied cause I didn't submit the affidavit. The second claim was denied for no air time. The third claim was denied because I didn't have insurance. The fourth claim was denied for unknown reason. The fifth claim was denied because device was still being used. The sixth claim was denied because IMEI didn't match. The seventh claim was denied because of terms reason. The rest of the claims were denied for unknown reason.Every Time I called thy just started a new claim and within a hour my claim was denied. I was lied to and was promised things that never happened. They did nothing to help me with my situation.
  Sincerely,
  
  ***********************
  
  Conclusion:
  
  We apologize for your frustration. As stated on June 2, 2023, Asurion reviewed your concerns and determined that the claim was denied because Verizon Wirelesss records reflect that there was wireless activity associated with the Apple iPhone 14 ************* on the wireless number ending in 3013 after the loss date provided.  In addition, we investigated your account activity and found related unusual and/or suspicious account activity. Therefore, the claim was denied in accordance with the Additional Conditions, section G (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.
  
  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 is following have been explained in this letter and therefore we consider this matter addressed.
  
  Regards,
  
  ***************************, Regulatory Complaints
  Email ***************************************
  
  
  
  
  
  

  Customer Answer

  Date: 06/22/2023

   
  Complaint: 19988534
  
  I am rejecting this response because:
  The Phone was not used after loss date and there is proof from ******* that after that date there was no activity on line ending in ****. ******* said the only activity was the phone being called and receiving text messages and there was no outgoing activity from this phone after it was lost and still is has no outgoing activity. ******* blacklisted the phone after I reported it to them . Asurion doesn't want to approve my claim cause they know I'm right and just keep making up insufficient information. Also Asurion is lying about seeing suspicious account activity . There is no way to see that on a phone line which makes no sense. I will reject all responses unless this issue is resolved. 
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/25/2023

  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.

  After filing a claim on Monday, April 17th, at the **** store in ****************** (808 ********), I received an email saying that no further action was required and that I would receive my phone in ***** hours. After more than 48 hours and no word from Asurion, I contacted them and found out that there had been a mistake on their end. I should not have received the aforementioned email since further action was indeed required. I received multiple emails while on the phone with them indicating as much. I'm not sure what prompted that flurry of emails on April 21st.After setting up an appointment for Saturday, April 22nd, between 5-7 PM PST, I received an automated email at 6:04 PM PST saying that I needed to contact Asurion. I (correctly) assumed that this meant my phone wouldn't be delivered at this time, but it was interesting to me that it was sent just 4 minutes after I could no longer contact them to set up another appointment. I was set to leave town the very next morning and was unable to set up another appointment until Tuesday.Going over a week without a phone is difficult, especially when you have to leave town during that span. I completely understand that things happen, but I did not get the service that was advertised and that was paid for.For this, I would like for my $275 deductible to be waived in this case.

  Customer Answer

  Date: 04/27/2023

  Appreciate the prompt reply. Including points of clarification below:

   

  1. AT&T

  2. **************

  3. **************

  

  Business Response

  Date: 05/16/2023

  May 16, 2023
  
  *****************************
  ******************************************************************************
  
  Re: Case # ********
  
  Dear *****************************,
  
  Regarding the above-referenced case that you filed with the Better Business Bureau (BBB), we submit the below in response.
  
  The case you filed with the BBB on April 25, 2023, states:
  
  After filing a claim on Monday, April 17th, at the AT&T store in ****************** (808 ********), I received an email saying that no further action was required and that I would receive my phone in ***** hours.After more than 48 hours and no word from Asurion, I contacted them and found out that there had been a mistake on their end. I should not have received the aforementioned email since further action was indeed required. I received multiple emails while on the phone with them indicating as much. I'm not sure what prompted that flurry of emails on April 21st. After setting up an appointment for Saturday, April 22nd, between 5-7 PM PST, I received an automated email at 6:04 PM PST saying that I needed to contact Asurion. I (correctly) assumed that this meant my phone wouldn't be delivered at this time, but it was interesting to me that it was sent just 4 minutes after I could no longer contact them to set up another appointment. I was set to leave town the very next morning and was unable to set up another appointment until Tuesday. Going over a week without a phone is difficult, especially when you have to leave town during that span. I completely understand that things happen, but I did not get the service that was advertised and that was paid for. For this,I would like for my $275 deductible to be waived in this case.
  
  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 device ********************** program available to AT&** postpaid 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 Extended Service Contract, which provides coverage for accidental damage from handling (including screen claims) and out-of-warranty malfunctions.  Customers can file a claim by calling Asurions toll-free number at **************, or by going online at www.phoneclaim.com/att.
  
  Our records reflect that on April 21, 2022, the primary account holder (PAH),*************************** enrolled her AT&T account in the PA4 program, and it remains enrolled.  Following enrollment in the PA4 program, on May 4, 2022, Asurion sent *************** a Welcome Letter, which provided access to the PA4 terms and conditions,the Coverage Certificate, and the Protect Extended Service Contract.  In addition, Asurion sent a Program Change Notification, which provided access to an updated copy of the terms and conditions, the Coverage Certificate, and the Protect Extended Service Contract, to **************** on November 21, 2022.  The terms and conditions fully outline the insurance coverage, including the monthly cost of the program, applicable deductibles, how to file a claim, claim limits, and other pertinent disclosures.  Key program disclosures are also provided to customers prior to enrollment, and customers may also review the terms and conditions online at www.phoneclaim.com/att or www.att.com/legal/wireless/***************************** prior to enrolling in the program or initiating a claim (or at any other time). 
  
  The PA4 program materials and terms and conditions state the following regarding the matter:
  
              VI. DUTIES IN THE EVENT OF A LOSS.
  
              J. In the event of a Loss, you must satisfy the nonrefundable deductible applicable to the Loss.
  
              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.
  
  Asurion conducted a full review of the relevant account and claim history with the aim to, where possible,remediate the matter.  On April 17, 2023,after validating the AT&T account, you initiated an online claim for a stolen Apple iPhone 13 *************** (Claimed Device) for the wireless number ending in 6761.  Claim documentation,including a signed affidavit form and a copy of a government-issued photo ID from the **** were required to proceed with the claim.  Unfortunately, the claim documents you uploaded could not be accepted because the government-issued photo ID was not Ms. ******* ID and the affidavit form was not completed/signed by ***************** 
  
  On April 21, 2023, you contacted Asurion regarding the claim status.  At that time, you were instructed to submit the claim documents from the PAH.  A short time later, the completed claim documents were received, reviewed, and the claim was approved for completion.  During the claim process, you were offered the Next Day Delivery and Set-up (****)option.  If available, **** allows Asurion to deliver and set up a customers replacement device the next day the claim is completed.  You subsequently selected the **** appointment for the following day between 5-7 pm local time.  In addition, you accepted the terms of the claim and authorized the $275 replacement deductible billed to the wireless account.  Unfortunately, **** was not delivered as presented to you because the delivery expert was unable to retrieve the replacement device from the warehouse. As a result, the $275 replacement deductible was canceled and you were instructed to contact Asurion to discuss an alternate fulfillment option.
  
  On April 25, 2023, you contacted Asurion to resume the claim.  During the claim process, you selected the Same Day Delivery and Set-up (****) option.  If available, **** allows Asurion to deliver and set-up a customers replacement device the same day the claim is completed.  During the claim completion process, you scheduled the **** appointment for 5-7 pm local time, accepted the terms of the claim, and authorized the $275 replacement deductible billed to the wireless account.  Later that evening, an Apple iPhone 13 *************** (Replacement Device 1) was delivered to you.
  
  Following receipt of the BBB matter, Asurion confirmed that there were 4 emails sent to you on April 17, 2023:
  Claim creation email this email notified that a claim was created for the wireless number ending in 6761.
  Affidavit email this email provided you with instructions on how to submit the required claim documents.
  Contact ** email this email instructed you to contact Asurion regarding your claim.
  Documents received email this email informed you that the claim documents were received and that Asurion would reach out as soon as possible with the next steps.
  
  None of the April 17, 2023 emails highlighted above advised you that the replacement device would be delivered to you within ***** hours.  We apologize for any confusion caused during these interactions.
  
  In addition, Asurion's goal is to make the claim process quick, easy, and convenient for its customers,which includes offering **** and **** for eligible claims.  Please note that, pursuant to the terms and conditions of the PA4 program, Asurion has thirty (30) days to repair or replace the covered property.  Although Asurion was unable to fulfill your claim by ****, Asurion worked to resolve the matter by fulfilling your claim by ****, within thirty (30) days consistent with the terms and conditions of the PA4 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.
  
  Please feel free to contact me if you have any further questions.  I am available by email Monday through Friday between the hours of 9:00am to 4:00pm CST.
  
  Regards,
  
  *****************, Regulatory Complaints                                                                                  
  Asurion | ************************************
  www.asurion.com

• Initial Complaint

  Date:04/23/2023

  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.

  My issue is with a replacement device threw ********************. Asurion opens phones and fixes them to send out as replacement for a claim. This phone was opened and fixed. I have only had it about a month and a half and the back is coming off. It is not removable. Their tech did not glue it on correctly. I also have an issue with the battery only charging to 50% probably the original issue with the phone. I would like another replacement under their warranty. I already paid the deductible without complaint. I just want what I paid for. They phone is not scrated or damaged just the back being loose and the battery issue.

  Customer Answer

  Date: 04/27/2023

  The carrier is ******** The phone number is ************. And an alternative phone number to contact me is ************

  Customer Answer

  Date: 04/27/2023

  The phone has a 1 year warranty if they take them apart to refurbish them and don't glue the back on well enough they should take responsibility and fix the issues. I would keep this phone if they will pay to have a different repair shop fix what they couldn't or they can exchange it for another device.

  Customer Answer

  Date: 05/02/2023

  From my first complaint I just want a working phone that I already paid for. I have even taken this to a repair shop to get a second opinion and the tech there said it was an issue with the way it was repaired. Asurion needs to hold up there end I already did.

  

  Business Response

  Date: 06/02/2023

  June 2, 2023
  
  *******************
  ********************
  *********, ** 61552
  
  Re: Case # ********
  
  Dear **************,
  
  In connection with the above-referenced case filed with the Better Business Bureau (BBB), we submit the below in response. 
  
  The case you filed with the BBB on April 23,2023, states:
  
  My issue is with a replacement device threw ********************. Asurion opens phones and fixes them to send out as replacement for a claim. This phone was opened and fixed. I have only had it about a month and a half and the back is coming off. It is not removable. Their tech did not glue it on correctly. I also have an issue with the battery only charging to 50% probably the original issue with the phone. I would like another replacement under their warranty. I already paid the deductible without complaint. I just want what I paid for. They phone is not scrated or damaged just the back being loose and the battery issue.
  
  
  The carrier is ******** The phone number is ************. And an alternative phone number to contact me is ************
  
  The desired resolution listed in your case states the following:
  
  Exchange
  
  Response:
  
  ******* Mobile Protect Multi-Device (*****)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 ***** program that,along with insurance coverage, includes extended warranty coverage and technical support.  Customers enrolled in ***** can file a claim by calling Asurions toll-free number or going online at www.phoneclaim.com.
  
  On April 14, 2019, you enrolled the wireless account in *****.Following your enrollment, on April 25, 2019, a Welcome Letter, which included a copy of the Insurance Policy, was sent to you. More recently, on May 14,2021, and February 11, 2023, Program Change Notices were sent to you which included copies of the updated Insurance Policy. Program brochures detailing the Terms and Conditions of the insurance program policy are available at ******* retail locations at the time the customer decides to enroll in the insurance program. The program details, including the Terms and Conditions, can also be obtained at any time at the customers convenience online at www.phoneclaim.com/verizon or www.********com or by calling Asurions toll-free number. The Terms and Conditions of the ***** program include the following information relevant to your complaint:
  
  F. OUR DUTIES IN EVENT OF LOSS
  2. Our Options
  At our option, we or the Authorized Service Center may repair the Covered Property with substitute parts or provide substitute equipment that:
  a. Is of like kind, quality and functionality;
  b. Is either new, refurbished or remanufactured, and may contain original or non-original manufacturer parts; and
  c. May be a different brand, model or color.
  
  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 September 20, 2022, you initiated an online claim for a ******** Razr 128GB (Claimed Device) with a cracked screen for the wireless number ending in ****. However, the claim was not completed at this time. On February 5, 2023, you resumed and completed the claim online. The Terms and Conditions state that the replacement device may be new,remanufactured, or refurbished. During the claim process, you accepted the terms of the claim and authorized the $249 deductible to be charged to your credit/debit card. On February 7, 2023, a ******** Razr 128GB (Replacement Device #1) was delivered to you. However, on April 23, 2023, you contacted Asurion to advise that the back of the Replacement Device #1 was falling off.
  
  Please note that all replacement devices processed through the insurance program have a 12-month warranty covering any mechanical or electrical defects, as long as the device has not sustained any physical or liquid damage. As a result of the physical damage, the back of the phone falling off, to Replacement Device #1, the ******************** Claims Representative correctly advised you that Replacement Device #1 was not eligible for coverage under the warranty and that a new claim would have to be filed, which would require another replacement deductible.
  
  Our records indicate that on May 9, 2023, you filed a new online claim for the damaged Replacement Device #1. During the claim process, you,again, accepted the terms of the claim and authorized the $99 deductible to be charged to your credit/debit card. On May 11, 2023, a ******** Razr 128GB (Replacement Device #2) was delivered to you.
  
  The policy guidelines Asurion is following have been explained in this letter. Therefore, we consider this matter resolved.
  
  Regards,
  
  ***************************, Regulatory Complaints
  Email ***************************************
  
  
  
  
  
  

• Initial Complaint

  Date:04/21/2023

  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 have a phone service plan through ******* Wireless with insurance through Asurion. I had my phone stolen on the 18th of April(mind you i pay for same day replacement). However when i filed my claim with Asurion they keep denying the claim for no reason at all and making me do the same steps over and over with no explanation. I contacted ******* to relay the issue and was turned around back to them(them being Asurion), ******* had explained to me that it is soley up to Asurion to replace and be the determining party on weather the item was to be replaced or not. Insurance is based on Loss, Theft or damage. So either way it should be replaced, what is their issue then in approving a claim is what i would like answered and to ******* why advertise what you cant provide, even at the are minimum of speaking to asurion on my behalf.

  

  Business Response

  Date: 05/15/2023

  May 15, 2023
  
  ***********************
  *************************************************************
  
  Re: Case # ********
  
  Dear ***********************,
  
  In regard to the above-referenced case that you filed with the Better Business Bureau (BBB), we submit the below in response.
  
  The case you filed with the BBB on April 21, 2023, states:
  
  I have a phone service plan through ******* Wireless with insurance through Asurion. I had my phone stolen on the 18th of April(mind you i pay for same day replacement). However when i filed my claim with Asurion they keep denying the claim for no reason at all and making me do the same steps over and over with no explanation. I contacted ******* to relay the issue and was turned around back to them(them being Asurion), ******* had explained to me that it is soley up to Asurion to replace and be the determining party on weather the item was to be replaced or not. Insurance is based on Loss, Theft or damage. So either way it should be replaced, what is their issue then in approving a claim is what i would like answered and to ******* why advertise what you cant provide, even at the are minimum of speaking to asurion on my behalf.
  
  The desired resolution listed in your case states the following:
  
  Replacement.
  
  Response:
  
  Asurion Insurance Services, Inc. (Asurion) is the program administrator for the Wireless Phone Protection program (***), which is a component of the Total Equipment Coverage program (TEC).  *** provides insurance coverage for eligible devices that are lost, stolen, or damaged.  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 www.phoneclaim.com/*******.  Our records reflect that on April 15, 2023, you enrolled your wireless number ending in **** in the *** program, and it remains enrolled.
  
  Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter.  Asurion found that following your April 15,2023 *** enrollment, on April 20, 2023 and April 21, 2023, you filed multiple claims for your stolen Apple iPhone 13 Mini (128GB) (Claimed Device) for the wireless number ending in ****.  However,following a subsequent review of your claims and account history, the claims were denied.
  
  Upon receipt of the BBB matter, Asurion determined that your claims were denied in error.  On May 12, 2023,an Asurion representative contacted you to provide assistance with filing a new claim for your stolen Claimed Device. During the claim process, you accepted the terms of the claim and satisfied the $229 replacement deductible by debit/credit card.  On May 13, 2023, an Apple iPhone 13 Mini (128GB) replacement device was delivered to you.  Therefore, we believe the issues raised have been resolved.
  
  We sincerely apologize for any inconvenience this may have caused.  We make a commitment to our customers to make the insurance claim process easy and convenient, and we truly regret that this was not so when you contacted **.
  
  Please feel free to contact me if you have any further questions.  I am available by email Monday through Friday between the hours of 9:00am to 4:00pm CST.
  
  Regards,
  
  *****************, Regulatory Complaints
  Asurion | ************************************
  www.asurion.com

• Initial Complaint

  Date:04/18/2023

  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.

  Claim ID: ************ ******* Wireless Phone Number ************** Claim Submitted: 4/9/2023 @ 6:42 AM I am attempting to have my ******* Galaxy Z Fold3 replaced due to a cracking issue down the fold of the phone and an ongoing issue with the physical SIM not being recognized after a phone reboot.I completed the claim online like I have done numerous times in the past. Once submitted, I was notified that the Fold3 is no longer available, so a replacement Fold4 would be sent as a replacement. Then I was notified that the Fold4 was on back-order and that I would be notified when it becomes available. I have now been notified 3 times that the Fold4 was now available and that there were additional questions. While I was on hold for a representative, the voice prompt stated that I could expedite the process by going online and completing the claim. I resumed the claim and once completed, the system displayed that the Fold4 was now available. When I go on Asurion's app and website, the claim shows as completed and my replacement phone is being prepared for shipment, but the claim proceeds no further.Yesterday (4/17/2023), I called back in and spoke to a representative that asked me for further details of my issues and proceeded to tell me that I had several options available for replacement. But when he came back on the phone after checking inventory, all options were once again back-ordered. The Asurion rep then proceeded to tell me that I "needed to reply quicker once I receive the email". I proceeded to advise him that I replied immediately after I received the first email received and it appeared to have no benefit of expediting the shipment.

  

  Business Response

  Date: 05/15/2023

  May 15, 2023
  
  *********************
  384 ***********
  **********, ** 02720
  
  Re: Case # ********
  
  Dear **************,
  
  In connection with the above-referenced case filed with the Better Business Bureau (BBB), we submit the below in response. 
  
  The case you filed with the BBB on April 18,2023, states:
  
  Claim *************** ******* Wireless Phone Number ************** Claim Submitted:4/9/2023 @ 6:42 AM I am attempting to have my ******* Galaxy Z Fold3 replaced due to a cracking issue down the fold of the phone and an ongoing issue with the physical SIM not being recognized after a phone reboot. I completed the claim online like I have done numerous times in the past. Once submitted, I was notified that the Fold3 is no longer available, so a replacement Fold4 would be sent as a replacement. Then I was notified that the Fold4 was on back-order and that I would be notified when it becomes available. I have now been notified 3 times that the Fold4 was now available and that there were additional questions. While I was on hold for a representative, the voice prompt stated that I could expedite the process by going online and completing the claim. I resumed the claim and once completed, the system displayed that the Fold4 was now available. When I go on Asurion's app and website, the claim shows as completed and my replacement phone is being prepared for shipment, but the claim proceeds no further. Yesterday (4/17/2023), I called back in and spoke to a representative that asked me for further details of my issues and proceeded to tell me that I had several options available for replacement. But when he came back on the phone after checking inventory, all options were once again back-ordered. The Asurion rep then proceeded to tell me that I "needed to reply quicker once I receive the email". I proceeded to advise him that I replied immediately after I received the first email received and it appeared to have no benefit of expediting the shipment.
  
  The desired resolution listed in your case states the following:
  
  I would like my replacement phone shipped immediately.
  
  Response:
  
  ******* Mobile Protect Multi-Device (*****) 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 ***** program that,along with insurance coverage, includes extended warranty coverage and technical support.  Customers enrolled in ***** 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. Asurion acknowledges that there was a delay in providing a resolution for your claim and sincerely apologizes for the inconvenience you may have experienced because of this matter.  Our records indicate that on April 19, 2023,the replacement ******* Galaxy Z Fold3 5G 256GB was delivered to the address you provided. Therefore, we consider this matter resolved.
  
  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,
  
  ***************************
  Junior Writer, Regulatory Complaints
  Email ***************************************
  
  
  
  
  
  

• Initial Complaint

  Date:04/17/2023

  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.

  On March 1, 2023 I purchased a "refurbished" cell phone from ******* which was delivered and which was defective. I returned the device and they sent me a second defective cell phone. In the meantime, I contacted them by phone to secure a refund of $129.00. I have made several (4 times) attempts to get the refund with no luck. The insurance company agent assigned a case number to it: ************ and told me on each of the occasions that I would receive credit within 3-5 business days. My calls and those from Fey Bullion, the store manager at *******, achieve nothing. I need your assistance to resolve this matter.

  

  Business Response

  Date: 05/15/2023

  May 15, 2023
  
  ***************************
  ***********************************************
  ***********, ** 87120
  
  Re: Case # ********
  
  Dear ***************************,
  
  In regard to the above-referenced case that you filed with the Better Business Bureau (BBB), we submit the below in response.
  
  The case you filed with the BBB on April 17, 2023, states:
  
  On March 1, 2023 I purchased a "refurbished" cell phone from ******* which was delivered and which was defective. I returned the device and they sent me a second defective cell phone. In the meantime, I contacted them by phone to secure a refund of $129.00. I have made several (4 times) attempts to get the refund with no luck. The insurance company agent assigned a case number to it: ************ and told me on each of the occasions that I would receive credit within 3-5 business days. My calls and those from Fey Bullion, the store manager at *******, achieve nothing. I need your assistance to resolve this matter.
  
  The desired resolution listed in your case states the following:
  
  Finish the job.
  
  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 Insurance Services, Inc.(Asurion) is the program administrator for the Wireless Phone Protection program (***), which is a component of the *** program and provides coverage for loss, theft, and damage.  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 www.phoneclaim.com/verizon.  Our records reflect that on June 20, 2020,you enrolled the wireless number ending in **** in the *** program, and it remains enrolled. 
  
  Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter.  Asurion found that on February 27, 2023, you completed an online claim for a damaged ******** Moto Z4 (Claimed Device) for the wireless number ending in ****.  During the claim process, you accepted the terms of the claim and paid the $129 replacement deductible by debit/credit card. On February 28, 2023, a ******** Moto Z4 (Replacement Device 1) was delivered to you.  However, Asurion shipped you another ******** Moto Z4 (Replacement Device 2) because you reported that Replacement Device 1 was not functioning properly.  Unfortunately, you reported that Replacement Device 2 was also not functioning properly. You ultimately requested to return Replacement Device 1 and Replacement Device 2 for a refund of the replacement deductible, which you stated remains unresolved.
  
  Following receipt of the BBB matter, Asurion confirmed that on March 9, 2023 and March 22, 2023, Replacement Device 1 and Replacement Device 2 were received by the fulfillment center, respectively.  As such, on April 18, 2023, the $129 replacement deductible was refunded to the original method of payment.  Therefore, we believe the issues raised have been resolved.
  
  Based on the above, we believe the issues raised have been addressed.  Please feel free to contact me if you have any further questions.  I am available by email Monday through Friday between the hours of 9:00am to 4:00pm CST.
  
  Regards,
  
  *****************, Regulatory Complaints                                                                            
  Asurion | ************************************
  www.asurion.com

• Initial Complaint

  Date:04/15/2023

  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.

  I filed a claim to replace my daughters iPhone 12 (phone # ending in ****) that currently has service with ******** I was sent an iPhone ********************************************** **********, **. I was told to contact Asurion and that this was their (Asurion) mistake. I tried calling Asurion but no keypad options are for my particular issue. I went back to the ******* store. They attempt to call and get the correct department. They were transferred and was then put on hold for unreasonable amount of time until the call was disconnected. I need someone from Asurion to help me with getting the correct replacement phone ASAP and do so without me having to spend hours of my time to do so.

  

  Business Response

  Date: 05/10/2023

  May 10, 2023
  
  *******************************
  ********************************************
  **********, ** 30116
  
  Re: Case # ********
  
  Dear *******************************,
  
  In regard to the above-referenced case that you filed with the Better Business Bureau (BBB), we submit the below in response.
  
  The case you filed with the BBB on April 15, 2023, states:
  
  I filed a claim to replace my daughters iPhone 12 (phone #ending in ****) that currently has service with ******** I was sent an iPhone ********************************************** **********, **. I was told to contact Asurion and that this was their (Asurion) mistake. I tried calling Asurion but no keypad options are for my particular issue. I went back to the ******* store. They attempt to call and get the correct department. They were transferred and was then put on hold for unreasonable amount of time until the call was disconnected. I need someone from Asurion to help me with getting the correct replacement phone ASAP and do so without me having to spend hours of my time to do so.
  
  The desired resolution listed in your case states the following:
  
  Contact by the business.
  
  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 Insurance Services, Inc.(Asurion) is the program administrator for the Wireless Phone Protection program (***), which is a component of the *** program.  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 www.phoneclaim.com/verizon.  Our records reflect that on May 28, 2018, you enrolled the wireless number ending in **** in the *** program.  On April 27,2023, *** was canceled, and the wireless number ending in **** is no longer enrolled in the *** program.
  
  Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter.  Asurion found that on June 28, 2021, you initiated an online claim (Claim 1) for an Apple iPhone 11 (64GB) (Claimed Device ***** the wireless number ending in ****, which sustained a cracked screen.  During the claim, you accepted the remote tech screen repair option in which a repair technician would come out to your home (or another preferred location) to complete the screen repair.  You scheduled the repair and preauthorized the $29 repair deductible by debit/credit card. On July 6, 2021, the remote tech arrived for the service but the repair was not performed because the necessary part was not available.  The repair deductible was canceled, and you were instructed to contact Asurion to proceed with the Advanced Exchange (**) option, which allows Asurion to ship a replacement device directly to you at the $29 repair deductible.  However, Asurion received no further communication from you regarding the ** under Claim 1.
  
  On April 13, 2023, you resumed Claim 1 online and completed the ** for Claimed Device 1.  During the claim process, you accepted the terms of the ** and paid the $29 repair deductible by debit credit card.  Accordingly, on April 14, 2023, an Apple iPhone 11 (64GB) (Replacement Device), which was the same make/model initially claimed under Claim 1, was delivered to you. You subsequently filed a case with the BBB because you reported that you received an Apple iPhone 11 (64GB) instead of an Apple iPhone 12 (64GB) replacement device.
  
  Following receipt of the BBB matter, on April 18, 2023, Asurion contacted you to discuss your concerns. Asurion explained that you received the Replacement Device based on the make/model filed for Claim 1, which you later resumed online and completed.  You indicated that you wished to file a new claim for the device model now active on the enrolled line.  To resolve the matter, Asurion instructed you to return the Replacement Device for a refund of the deductible and file a new claim for an Apple iPhone 12 (64GB) (Claimed Device 2).  At that time, Asurion assisted you with filing a new claim (Claim 2) for Claimed Device 2.  However, you opted to cancel Claim 2 because Claimed Device 2 was subject to the full replacement deductible due to having sustained damage beyond the cracked screen.  In addition, you opted to return the Replacement Device for a refund of the $29 repair deductible.  On May 4, 2023, the Replacement Device was received by the fulfillment center.  On May 8, 2023, the $29 repair deductible was credited to your original method of payment.
  
  Based on the above, we believe the issues raised have been addressed.  Please feel free to contact me if you have any further questions.  I am available by email Monday through Friday between the hours of 9:00am to 4:00pm CST.
  
  Regards,
  
  **********************;                                                                                                               
  Senior Writer
  Asurion | ************************************
  www.asurion.com

• Initial Complaint

  Date:04/14/2023

  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.

  On 3/29 I called Asurion to initiate a claim for Cricket Wireless phone number ************, an iPhone XR 128gb white in color which was lost one 3/28/23 at approximately 9pm. After filing the claim over the phone, uploading a affidavit of loss, and paying the required $250.00 deductible I was given Claim #************ and advised a new iPhone XR 128gb white in color would be mailed next day air. On 3/30 I came home to a package, however the phone was NOT an iphone, it was a ******* galaxy A 52. I I called Asurion claims department, told them the situation, at which point they requested the **** Number of the phone. I have them it and they said that it comes to an iphone. After a brief discussion, it was determined they would sent me another replacement phone, the correct one. However on 3/31 I received another black ******* galaxy, and after calling, a received a 3rd one. At this point they are telling me **** *************** is a iphone, but have a agreed to send me a reimbursement check for the cost of the correct phone. However, as of 4/14 I do not have a check, and I want me deductible back also. I am 16 days into this claim, still have not been given the correct product, or a refund. It should also be noted that i did mail back the 2 other phones that were incorrect.

  

  Business Response

  Date: 05/11/2023

  May 11, 2023
  
  *********************
  2313 Surrey Ln Apt 150
  **********, ** 15135
  
  Re: Case # ********
  
  Dear **************,
  
  In connection with the above-referenced case filed with the Better Business Bureau (BBB), we submit the below in response. 
  
  The case you filed with the BBB on April 14,2023, states:
  
  On 3/29 I called Asurion to initiate a claim for Cricket Wireless phone number ************, an iPhone XR 128gb white in color which was lost one 3/28/23 at approximately 9pm.After filing the claim over the phone, uploading a affidavit of loss, and paying the required $250.00 deductible I was given Claim #************ and advised a new iPhone XR 128gb white in color would be mailed next day air. On 3/30 I came home to a package, however the phone was NOT an iphone, it was a ******* galaxy A 52. I I called Asurion claims department, told them the situation, at which point they requested the **** Number of the phone. I have them it and they said that it comes to an iphone. After a brief discussion, it was determined they would sent me another replacement phone, the correct one.However on 3/31 I received another black ******* galaxy, and after calling, a received a 3rd one. At this point they are telling me **** *************** is a iphone, but have a agreed to send me a reimbursement check for the cost of the correct phone. However, as of 4/14 I do not have a check, and I want me deductible back also. I am 16 days into this claim, still have not been given the correct product, or a refund. It should also be noted that i did mail back the 2 other phones that were incorrect.
  
  The desired resolution listed in your case states the following:
  
  A check for a replacement iphone as well as my$250.00 deductible back
  
  Response:
  
  Asurion Protection Services, LLC (APS) is the licensed insurance agent and claims administrator for the Cricket Protect program, which is an optional device ********************** program available to Cricket customers that provides coverage for one eligible wireless device in the event that it is lost, stolen, damaged, or experiences a post-warranty malfunction. The program is underwritten by ***************************** which is one of the *** underwriting companies. Customers can file a claim by calling APSs toll-free number at ************, or by going online at www.phoneclaim.com/cricket.
  
  Following the receipt of this matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter. Based on that review, Asurion determined that on April 17, 2023, an Asurion Office of the *** representative contacted you to address your concerns but was unable to reach you. The Asurion Office of the *** representative left a voicemail advising you that the $659.99 reimbursement check was processed and mailed to you. Our records indicate that on April 21,2023, the reimbursement check was delivered and cashed. Therefore, we consider this matter resolved.
  
  Regarding your request for a refund of the insurance deductible, Asurion will not honor your request because you received coverage in exchange for the insurance deductible paid. In addition, the insurance deductible is a requirement of the program and is not negotiable.    
  
  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,
  
  ***************************
  Junior Writer, Regulatory Complaints
  Email ***************************************