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:01/25/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a broken phone with **** that was replaced by Asurion Insurance (for which I pay a monthly fee). It was then required to send **************** back with the box/label provided by Asurion. This was done as instructed, but I was just charged $255 by **** claiming the phone was never received by Asurion. Asurion has the tracking number of the package, but will not provide me the number so I can check with **** as to its status/location. I sent the phone back and I want the $255 charge removed from my January 2023 **** bill.

  Customer Answer

  Date: 01/26/2023

  Assoc Phone Carrier: AT&T

  Assoc Phone Number: ************

  Alt Phone Number: ************

  

  Business Response

  Date: 02/22/2023

  February 22, 2023
  
  ***************************
  4 ***************
  **********, ** 08857
  
  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 January 25,2023, states:
  
  I had a broken phone with AT&T that was replaced by Asurion Insurance (for which I pay a monthly fee). It was then required to send the broken phone back with the box/label provided by Asurion. This was done as instructed, but I was just charged $255 by AT&T claiming the phone was never received by Asurion.Asurion has the tracking number of the package, but will not provide me the number so I can check with **** as to its status/location. I sent the phone back and I want the $255 charge removed from my January 2023 AT&T bill.
  
  The desired resolution listed in your case states the following:
  
  Billing adjustment.
  
  Response:
  
  Asurion Protection Services, LLC (APS) is the licensed insurance agent and claims administrator for the AT&T Protect Advantage for 1 (PA1) program, which is an optional plan available to AT&Ts postpaid customers. Under the terms of the PA1 program, AT&T customers can protect one (1) eligible device in the event of loss, theft, damage, or mechanical or electrical failure after the manufacturers warranty has expired.
  
  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 November 20, 2022, you completed a claim for a damaged Apple iPhone 12 Pro 128GB (Claimed Device) for the wireless number ending in ****. During the claim process, you agreed to the terms of the claim,including the requirement to return the Claimed Device, and authorized the $250 replacement deductible to be billed to the wireless account. On November 23,2022, the replacement Apple iPhone 12 Pro 128GB was delivered to the address you provided.
  
  On January 20, 2023, AT&T applied a $255.00 non-return fee to your wireless account because the Claimed Device had not been received at the AT&T fulfillment center within the required timeframe. However, AT&Ts records reflect that on February 9, 2023, an AT&T representative resolved the matter with you, and a $255.00 Non-Return Fee credit was applied to your wireless account with an immediate impact. Therefore, we consider this matter resolved.
  
  Regards,
  
  ***************************
  Junior Writer, Regulatory Complaints
  Email ***************************************
  
  
  
  
  
  

• Initial Complaint

  Date:01/20/2023

  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 1/15/2023 a claim was filed on a phone (Claim ID *************************. The claim was for a lost device. On 1/14/2023 a few of the company executives from our company went to a club in ***********. While at the club, at the end of the night, a confrontation ensued. During the confrontation, one phone was dropped and broken and the other phone was sitting on a table. When the phone that was on the table was attempted to be retrieved, it was no longer there. At that point we began asking around. It then came to our attention that a transient possibly picked up the phone and took off with it (the confrontation occurred outside the establishment). The claim for this phone was denied.On 1/17/2023 I contacted Asurion to inquire as to why the claim was denied. I was transferred to an "Adjuster" to review the claim. After she reviewed the claim, she stated she had gone through their "checks" and could not see a reason for the claim to be denied, so she resubmitted the claim and requested an "Advanced Adjuster" review the claim this time (Claim ID *************. This claim was then denied.On 1/20/2023 I contacted Asurion to inquire about the denial, once again. I was transferred to an "Advanced Adjuster" who informed me that the claim was outside the "Terms and Conditions" of the policy and that she could not provide me more specific information, as they are not permitted to.It is my understanding, the purpose of the insurance is to cover "Lost, Stolen or Damaged" devices. I am not understanding how when two phones fall under one of these categories, why the claim would be denied. We are permitted 3 claims per year, as that is what is paid for; so it doesn't make any logical sense for Asurion to deny a claim just because 2 were filed within the same time period.These phones are on a business account, is it unreasonable that two employees may have something happen to their phone around the same time period?

  Customer Answer

  Date: 01/23/2023

  The carrier is ******* Wireless. Phone number for claim is: ************. Alternate contact number is: ************

  

  Business Response

  Date: 02/20/2023

  February 20, 2023
  
  *************************************
  1681 PO Box
  *******, ** 95677
  
  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 January 20,2023, states:
  
  On 1/15/2023 a claim was filed on a phone (Claim ID *************************. The claim was for a lost device. On 1/14/2023 a few of the company executives from our company went to a club in ***********. While at the club, at the end of the night, a confrontation ensued. During the confrontation, one phone was dropped and broken and the other phone was sitting on a table. When the phone that was on the table was attempted to be retrieved, it was no longer there. At that point we began asking around. It then came to our attention that a transient possibly picked up the phone and took off with it (the confrontation occurred outside the establishment). The claim for this phone was denied. On 1/17/2023 I contacted Asurion to inquire as to why the claim was denied. I was transferred to an "Adjuster" to review the claim. After she reviewed the claim,she stated she had gone through their "checks" and could not see a reason for the claim to be denied, so she resubmitted the claim and requested an "Advanced Adjuster" review the claim this time (Claim ID *************. This claim was then denied. On 1/20/2023 I contacted Asurion to inquire about the denial, once again. I was transferred to an "Advanced Adjuster" who informed me that the claim was outside the "Terms and Conditions" of the policy and that she could not provide me more specific information, as they are not permitted to. It is my understanding, the purpose of the insurance is to cover "Lost, Stolen or Damaged" devices. I am not understanding how when two phones fall under one of these categories, why the claim would be denied. We are permitted 3 claims per year, as that is what is paid for; so it doesn't make any logical sense for Asurion to deny a claim just because 2 were filed within the same time period. These phones are on a business account, is it unreasonable that two employees may have something happen to their phone around the same time period?
  
  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 (WPP) program which provides insurance coverage to customers of ******* Wireless in the event their device is lost, stolen or damaged. WPP is underwritten by Liberty Insurance ***************** WPP is a component of the Total Mobile Protection Multi-Device for Business (*****) device ********************** program that, along with insurance coverage, includes ******* Extended Warranty (EW) protection, which is a ******* service contract that provides coverage in the event the customers device experiences a malfunction or defect after the manufacturers warranty has expired.
  
  On February 18, 2022, the wireless account was enrolled in *****. Following the enrollment, on February 28, 2022, a Welcome Letter, which included a copy of the Insurance Policy, was sent to you. 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 the Wireless Service Provider or an approved user of a ********************** number on a valid, active and current account with the Wireless Service Provider for which the account holder has authorized coverage;
  2. not have engaged in fraud or abuse with respect to this or a similar communications equipment insurance program; and
  3. not be in breach of any material term of the policy,including but not limited to failure to return damaged Covered Property when requested in conjunction with a loss.
  
  Following the receipt of this matter, we conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter. On January 16, 2023, and January 17, 2023, you filed claims for a lost Apple iPhone 14 Pro 256GB for the wireless number ending in ****. The loss date reported for each claim was January 14, 2023.  Asurion denied your claims in accordance with the Section G (as noted above) of the Terms and Conditions of the ***** program. Please note that the more specific details cannot be provided as this would compromise the integrity of our insurance programs systems and controls.
  
  Upon review of your account and claim history, we believe Asurion properly denied your claims in accordance with the Terms and Conditions of the ***** program. The policy guidelines Asurion is following have been explained in this letter, and therefore, we consider this matter addressed.
  
  Regards,
  
  ***************************
  Junior Writer, Regulatory Complaints
  Email ***************************************
  
  
  
  
  
  

  Customer Answer

  Date: 02/20/2023

   
  Complaint: 18869151
  
  I am rejecting this response because:

  You site Section G of the Terms, however I am not sure how your review or the claim is in violation of anything under that section  the line was an active line on the account, the claim was filed by an account holder, the claim was not filed fraudulently, etc. therefore, Im not understanding the reason for the proper denial of the claim.

  
  Sincerely,
  
  *************************************

  

  Business Response

  Date: 02/23/2023

  February 23, 2023
  
  *************************************
  1681 PO Box
  *******, ** 95677
  
  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 January 20,2023, states:
  
  On 1/15/2023 a claim was filed on a phone (Claim ID *************************. The claim was for a lost device. On 1/14/2023 a few of the company executives from our company went to a club in ***********. While at the club, at the end of the night, a confrontation ensued. During the confrontation, one phone was dropped and broken and the other phone was sitting on a table. When the phone that was on the table was attempted to be retrieved, it was no longer there. At that point we began asking around. It then came to our attention that a transient possibly picked up the phone and took off with it (the confrontation occurred outside the establishment). The claim for this phone was denied. On 1/17/2023 I contacted Asurion to inquire as to why the claim was denied. I was transferred to an "Adjuster" to review the claim. After she reviewed the claim,she stated she had gone through their "checks" and could not see a reason for the claim to be denied, so she resubmitted the claim and requested an "Advanced Adjuster" review the claim this time (Claim ID *************. This claim was then denied. On 1/20/2023 I contacted Asurion to inquire about the denial, once again. I was transferred to an "Advanced Adjuster" who informed me that the claim was outside the "Terms and Conditions" of the policy and that she could not provide me more specific information, as they are not permitted to. It is my understanding, the purpose of the insurance is to cover "Lost, Stolen or Damaged" devices. I am not understanding how when two phones fall under one of these categories, why the claim would be denied. We are permitted 3 claims per year, as that is what is paid for; so it doesn't make any logical sense for Asurion to deny a claim just because 2 were filed within the same time period. These phones are on a business account, is it unreasonable that two employees may have something happen to their phone around the same time period?
  
  The desired resolution listed in your case states the following:
  
  Replacement
  
  Your rebuttal filed with the BBB states:
  
  You site Section G of the Terms, however I am not sure how your review or the claim is in violation of anything under that section the line was an active line on the account, the claim was filed by an account holder, the claim was not filed fraudulently, etc. therefore, Im not understanding the reason for the proper denial of the claim.
  
  
  Sincerely,
  
  *************************************
  
  Conclusion:
  
  We apologize for your frustration. However, as stated on February 20, 2023, please note that more specific details cannot be provided as this would compromise the integrity of our insurance programs systems and controls. Upon review of your account and claim history, we believe Asurion properly denied your claims in accordance with the Terms and Conditions of the ***** program.
  
  Regards,
  
  ***************************
  Junior Writer, Regulatory Complaints
  Email ***************************************
  
  
  
  
  
  

• Initial Complaint

  Date:01/20/2023

  Type:Customer Service 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.

  Worst insurance company I have ever dealt with the customer service lady was extremely rude and I had insurance on my phone and they would not replace it because my Sim card was in another phone. I thought it insured my phone not my Sim card which is really stupid but there is no point in using this insurance company. They are fraud and they are inconsiderate and do not waste your money.

  Customer Answer

  Date: 01/20/2023

  AT&T wireless the phone number is ************ an alternate phone number to get a hold of me is ************ my cell phone was working just fine and I and I was trying to help my son with his phone and I had a Sim card of his in my phone but I dont think it should matter. I think that I had insurance on the phone and it got damaged and I dont understand why its not being replaced?

  

  Business Response

  Date: 02/14/2023

  February 14, 2023
  
  *****************************
  521 ********.
  *********, ** 84066
  
  Re: Case # ********
  
  Dear *****************************,
  
  In regards 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 January 20, 2023, states:
  
  Worst insurance company I have ever dealt with the customer service lady was extremely rude and I had insurance on my phone and they would not replace it because my Sim card was in another phone. I thought it insured my phone not my Sim card which is really stupid but there is no point in using this insurance company. They are fraud and they are inconsiderate and do not waste your money.
  
  The desired resolution listed in your case states the following:
  
  I need my iphone to be replaced...that's it! i pay insurance every single month and would like that insurance to...     (More)Replacement.
  
  Response:
  
  Asurion is the licensed insurance agent and claims administrator for the AT&T Protect Advantage for Business for 1 (PA1) program, which is an optional device ********************** program available to AT&Ts customers.  PA1 provides coverage for one (1) eligible device in the event it is lost, stolen, damaged,or experiences an out of warranty malfunction. PA1 includes Protect Insurance, which provides coverage for loss, theft,and physical damage (excluding accidental damage from handling), and Protect Extended Service Contract, which provides coverage for accidental damage from handling (including screen claims) and post-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 confirm that on December 31, 2022, you enrolled the wireless number ending in **** in the PA1 program.  Following enrollment in the PA1 program, on January 3, 2023, you were sent a Welcome Letter, which provided access to the PA1 terms and conditions and the Coverage Certificate.  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 January 19, 2023, you opted to cancel PA1, and the wireless number ending in **** is no longer enrolled in the PA1 program. 
  
  The PA1 terms and conditions state the following regarding the matter:
  
              VI. ELIGIBILITY AND CANCELLATION.
  
  C.To be and remain eligible for coverage:
  1.  You must have activated communications service directly with your Service Provider and be an active and current subscriber of your Service Provider to be covered under this Certificate.  Covered Property must be actively registered on the Service Provider's network on the Date of Loss and have logged airtime prior to the Date of Loss.
  
  IX. DEFINITIONS.
  
              C. Covered Property means:
  (a) Wireless Telephones: one wireless telephone owned or leased by you, or for which you are otherwise financially responsible, and actively registered on the Service Providers network and for which airtime has been logged after enrollment. Covered Property is limited to one wireless telephone and applicable Covered Accessories per replacement. The International Manufacturers Equipment Identification (IMEI), Electronic Serial Number (ESN), Unique Device Identifier (UDiD) or other unique identification number of the wireless telephone associated with your account in the records of the Service Provider at the time your coverage initially becomes effective and for which air time has been logged indicates the wireless telephone to be considered Covered Property, unless you have logged airtime on a different wireless telephone immediately prior to the time of Loss then such wireless telephone shall be considered Covered Property so long as such wireless telephone is owned or leased by you and you provide us proof of ownership or lease.
  
  In reviewing the claim history for the wireless number ending in ****, we confirmed that following your December 31, 2022 PA1 enrollment, you filed two claims, one on January 2,2023, and another one on January 3, 2023, for a damaged ******* Galaxy S22 Ultra 5G (128GB) (Claimed Device).  The loss date reported was December 31, 2022, which was the same day you enrolled in the PA1 program.  The claims were denied because the make/model of the Claimed Device on the date of loss (i.e., December 31, 2022) was not the Covered Property enrolled for coverage.  Here,you filed the claim for the Claimed Device; however, AT&T records indicate that an Apple iPhone 12 was in use on the wireless number ending **** on the aforementioned loss date.
  
  Given the above provisions (VI.C.1. and IX.C.), the device actively registered on AT&Ts network when the subscriber enrolls in the PA1 program is considered the Covered Property unless the subscriber has logged airtime on a different wireless device immediately prior to the time of loss.  In this case, a review of AT&Ts wireless service records confirms that airtime was logged on a different device namely, an Apple iPhone 12,immediately prior to the loss dates you provided.  As such, the Covered Property became the Apple iPhone 12 because it was the device in use on your wireless line ending **** at the time of the incident (i.e., December 31, 2022).  Under the terms of the PA1 Coverage Certificate, Asurion cannot honor your request for a replacement device because the Claimed Device was not the Covered Property at the time of the loss.
  
  Based on the above, we believe the denial of the claims for the wireless number ending in **** was 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 by email 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:01/20/2023

  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.

  Company refusing to honor a agreement, and state that they are allowed to record, but I am not. (against ******** law for which I may be seeking monetary damages.)I ordered an iPad (**** 2022 2TB, And the Apple Watch Ultra. Both devices were Christmas gifts for relatives and therefore unopened. When I filed a claim for both devices, I was told that usually if there is not airtime the device will not be covered under insurance. The person I spoke to got in contact with a claim adjuster directly and as a courtesy, I was told they would be doing a "manual override" to get both claims approved. I was rested assured by the customer service rep that the claims were already approved, and I would be receiving my devices in the next 1 or 2 business days. They shipped out the watch to be delivered to me on a Monday. It was perfect because I was home on Monday. The package was delayed, and subsequently delivered on Tuesday when I was at work. Instead of making another delivery attempt or allowing me to pick up at a carrier location, they left the package outside and someone swiped it. When I informed them, they refused to re-ship another device because it "shouldn't have been approved in the first place." They retroactively denied a claim that was already approved and left outside off my house, and flatly refused to honor the manual override for the approval of the claim on the iPad. This was escalated to the "office of the **** where some guy (I believe his name is ****) told me the claims will not be approved (even though they already were twice.) When I explained that I have proof that it was approved via audio recording, I was told that I am not allowed to record, even though they are (against *** Law.) and he hung up on me. This was the 4th time Asurion hung up on me and violated my right to record after overriding my claim for approval. I called an attorney and according to my recording the approval with the agreement to pay the deductible became legally binding.

  Customer Answer

  Date: 01/21/2023

  1. the name of the retailer where the item was purchased  

  At&t

  2. Brand Name  

  Apple .

  3.Model/Serial # if available  

  iPad Pro 12.9-inch (6th Generation) Wi-Fi + Cellular

  (S) Serial No. **********

  ------------------------------------------------------------

  1. the name of the retailer where the item was purchased  

  At&t

  2. Brand Name  

  Apple 

  3. Model/Serial # if available  

  Apple Watch Ultra 32GB

  

  Business Response

  Date: 02/22/2023

  February 22, 2023
  
  ***************************
  3196 ************ B
  Staten Island, ** 10303
  
  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 January 20,2023, states:
  
  Company refusing to honor a agreement, and state that they are allowed to record, but I am not.(against ******** law for which I may be seeking monetary damages.) I ordered an iPad (**** 2022 2TB, And the Apple Watch Ultra. Both devices were Christmas gifts for relatives and therefore unopened. When I filed a claim for both devices, I was told that usually if there is not airtime the device will not be covered under insurance. The person I spoke to got in contact with a claim adjuster directly and as a courtesy, I was told they would be doing a "manual override" to get both claims approved. I was rested assured by the customer service rep that the claims were already approved, and I would be receiving my devices in the next 1 or 2 business days. They shipped out the watch to be delivered to me on a Monday. It was perfect because I was home on Monday. The package was delayed, and subsequently delivered on Tuesday when I was at work. Instead of making another delivery attempt or allowing me to pick up at a carrier location, they left the package outside and someone swiped it.When I informed them, they refused to re-ship another device because it "shouldn't have been approved in the first place." They retroactively denied a claim that was already approved and left outside off my house, and flatly refused to honor the manual override for the approval of the claim on the iPad. This was escalated to the "office of the **** where some guy (I believe his name is ****) told me the claims will not be approved (even though they already were twice.) When I explained that I have proof that it was approved via audio recording, I was told that I am not allowed to record, even though they are (against *** Law.) and he hung up on me. This was the 4th time Asurion hung up on me and violated my right to record after overriding my claim for approval. I called an attorney and according to my recording the approval with the agreement to pay the deductible became legally binding.
  
  The desired resolution listed in your case states the following:
  
  Replacement.
  
  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 Extended 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 December 19, 2022, you enrolled the wireless number ending in **** in PA4. Following enrollment, a Welcome Letter which included a copy of the Coverage Certificate was sent to you on December 23, 2022. The Coverage Certificate fully outlines the monthly cost of the program, applicable deductibles, how to file a claim, claim limits, and other pertinent disclosures. Key program disclosures are provided to customers prior to enrollment, and customers may also review the Coverage Certificate online at www.phoneclaim.com/att prior to enrolling in the program or initiating a claim (or at any other time). The Coverage Certificate states the following regarding your complaint:
  
  VII. ELIGIBILITY AND CANCELLATION.
  C. TO BE AND REMAIN ELIGIBLE FOR COVERAGE:
  1. You must have activated communications service directly with your Service Provider and be a valid, active and current subscriber of your Service Provider to be covered under the policy. Connected Covered Property must be actively registered on the Service Providers network on the Date of Loss and have logged airtime prior to the Date of Loss.
  2. The Covered Property must be designated by us and eligible for coverage under this Certificate. Eligibility of Connected devices may be limited to new equipment that has not been previously activated for service.
  3. You must not have engaged in fraud or abuse with respect to this or a similar communications 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.
  
  IX. DEFINITIONS.
  F. Covered Property as used in this Certificate means:
  One (1) Anchor and up to three (3) Non-Anchor device(s) as follows:
  Anchor device is one Connected smartphone, feature phone, MiFi, air card, tablet, laptop, or other similar device, as defined by us (portable electronic device) owned or leased by you , or for which you are otherwise financially responsible, and eligible for the program provided by the Service Provider.
  Non-Anchor devices are up to three (3) of the following:
  Connected smart phones, feature phones, laptops, tablets, Mifis, air cards, or other similar devices as defined by us (portable electronic device) on the same account as the Anchored device that is owned or leased by you, or for which you are otherwise financially responsible; and
  Non-Connected Wi-Fi tablets that are eligible under the program;
  The Connected smart phones, feature phones, laptops, Mifis, tablets, air cards or other similar device, as defined by us, that are Covered Property must be actively registered on the Service Providers network and have logged airtime after enrollment. The International Manufacturers Equipment Identification (IMEI), Electronic Serial Number (ESN), Unique Device Identifier (UDiD) or other unique identifier of the device associated with your account in the records of the Service Provider at the time your coverage initially becomes effective and for which air time has been logged for the device indicates the device to be considered Covered Property unless you have logged airtime on a different device, immediately prior to the time of Loss, in which case the Covered Property is the device for which airtime usage has been logged by your Service Provider immediately prior to the time of Loss so long as such device is owned or leased by you and you provide us proof of ownership or lease.
  We may also request that you register Non-Connected devices,but in no case shall more than one (1) Anchor and up to three (3) NonAnchor devices be registered and covered simultaneously under this Certificate.
  
  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 December 22,2022, and December 28, 2022, you filed five (5) claims for a lost/stolen Apple iPad Pro 11 1TB (Claimed Device #1) for the wireless number ending in **** with varying loss dates. Upon review of the claim information provided, your claims were properly denied because Claimed Device #1 did not log airtime (calls, text, or data) on the wireless number ending in **** after coverage became effective on December 19, 2022. Furthermore,AT&T wireless records confirmed that Claimed Device #1 did not log airtime on the enrolled wireless number ending in **** immediately prior to the time of loss. Per the Coverage Certificate, a device is considered Covered Property only when it is actively registered on AT&Ts network and has logged airtime.  Because your Claimed Device #1 for the wireless number ending in **** did not log any airtime, it is not considered Covered Property pursuant to the PA4 terms and conditions. 
  
  On December 28, 2022, you filed a sixth claim for the lost/stolen Claimed Device #1. We investigated your account activity and found related unusual claim activity.Therefore, your claim was denied in accordance with Section VII. Eligibility and Cancellation, subsection C (as noted above). 
  
  Additionally,on December 23, 2022, you completed a claim for a lost/stolen Apple Watch Ultra (Claimed Device #2) for the wireless number ending in **** with a loss date of December 22, 2022. During the claim process, you accepted the terms of the claim and authorized the $225 replacement deductible to be billed to your wireless account. As a result, on December 27, 2022, a replacement Apple Watch Ultra (Replacement Device) was delivered to the address you provided via ******
  
  On December 28, 2022, you contacted Asurion to advise that you did not receive the Replacement Device. To resolve the matter, an Asurion Representative assisted you in filing a reshipment request. You were informed that a 24-hour review was required. During the review, As noted above, Asurion investigated your account and found unusual claim activity. Therefore, your reshipment request was denied. 
  
  Please note that more specific details cannot be provided as this would compromise the integrity of our insurance programs systems and controls.  However, 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 claim 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,
  
  ***************************
  Junior Writer, Regulatory Complaints
  Email ***************************************
  
  
  
  
  
  

• Initial Complaint

  Date:01/19/2023

  Type:Billing 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 traded in my old phone for a new one. Because the speakers were going out on my old one. This was a fee free trade in. I received my new phone on december 8, and On december 9 i used the provided pre paid envelope prelabled that was sent along with my new phone and I mailed off the old phone. The time frame i had to mail in the old one was 14 days, that is why i just did it the next day because the next week was too close to christmas. They just charged me 300$ without a notification or an email or anything. Their site isnt even showing my new phone was ever delivered in December. I spoke with ******* they said the trade ins are free and that j shouldnt have been charged for anything and to contact asurion directly, and i havent recieved a response and that was all the money i had in my bank account and i had other bills. I want my 300$ back.

  Customer Answer

  Date: 01/20/2023

  Verizon wireless 
  ************

  asurion insurance 

  my cell phone is ********** 

  

  Business Response

  Date: 02/21/2023

  February 21, 2023
  
  *************************
  146 *********
  ************, ** 74012
  
  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 January 19,2023, states:
  
  I traded in my old phone for a new one. Because the speakers were going out on my old one.This was a fee free trade in. I received my new phone on december 8, and On december 9 i used the provided pre paid envelope prelabled that was sent along with my new phone and I mailed off the old phone. The time frame i had to mail in the old one was 14 days, that is why i just did it the next day because the next week was too close to christmas. They just charged me 300$ without a notification or an email or anything. Their site isnt even showing my new phone was ever delivered in December. I spoke with ******* they said the trade ins are free and that j shouldnt have been charged for anything and to contact asurion directly, and i havent recieved a response and that was all the money i had in my bank account and i had other bills. I want my 300$ back.
  
  The desired resolution listed in your case states the following:
  
  Refund.
  
  Response:
  
  Total Equipment Coverage (***) is an optional device ********************** program 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.
  
  On July 15, 2021, you enrolled the wireless number ending in **** in ***. Following your enrollment, on July 23, 2021, a Welcome Letter,which included a copy of the Insurance Policy, was sent to you. 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:
  
  E.INSUREDS DUTIES IN EVENT OF LOSS TO INSUREDS COVERED PROPERTY
  In the event of loss or damage to Covered Property, the Insured presenting the claim must cooperate with us and see that the following are done:
  
  8. Return of Damaged and/or Malfunctioning Covered Property
  The Additional Insured is required to return the damaged property including, if coverage is provided under the policy, property that suffered mechanical and electrical breakdown, to the Authorized Service Center or other designated location. If the replacement equipment is sent to you, you will be provided a prepaid shipping label and envelope in which to return the damaged property. Disposal of the damaged Covered Property other than by returning it to the Authorized Service Center, or other location designated by us,requires the prior consent of us or our Agent. If the damaged Covered Property is not returned as directed within 15 days of the receipt of the replacement equipment, a Non-Return Fee as applicable to the model of Covered Property, not to exceed three hundred dollars ($300) may be charged to the Additional Insured. Any recovery of lost or stolen property will accrue entirely to our benefit.
  
  Following the receipt of this matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter. On December 8, 2022, you filed a claim with Asurion for a damaged Apple iPhone 12 ************* (Claimed Device). You accepted the terms of the claim, which included the return of the Claimed Device, as instructed by Asurion, within 15 days of the receipt of the replacement Apple iPhone 12 ************* (Replacement Device) and authorized the $249 deductible billed to your credit/debit card. On December 9, 2022, the Replacement Device was delivered to the address you provided.
  
  Our records indicate that on January 19, 2023, the $300 non-return fee for the Claimed Device was systematically charged to your credit/debit card as the Claimed Device had not been returned to the Asurion fulfillment center. Following the receipt of this matter, on February 9, 2023,and February 13, 2023, an Asurion Compliance Coordinator attempted to contact you regarding this matter but was not able to reach you. The Asurion Compliance Coordinator sent you an email with their direct contact information. Please contact the Asurion Compliance Coordinator directly using the contact information provided at your earliest convenience.
  
  Regards,
  
  ***************************
  Junior Writer, Regulatory Complaints
  Email ***************************************
  
  
  
  
  
  

  Customer Answer

  Date: 02/22/2023

   
  Complaint: 18856427
  
  I am rejecting this response because:
  The phone was returned in the provided envelope that was sent by asurion. I sent the phone within 2 business days. 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/24/2023

  February 24, 2023
  
  *************************
  146 *********
  ************, ** 74012
  
  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 January 19,2023, states:
  
  I traded in my old phone for a new one. Because the speakers were going out on my old one.This was a fee free trade in. I received my new phone on december 8, and On december 9 i used the provided pre paid envelope prelabled that was sent along with my new phone and I mailed off the old phone. The time frame i had to mail in the old one was 14 days, that is why i just did it the next day because the next week was too close to christmas. They just charged me 300$ without a notification or an email or anything. Their site isnt even showing my new phone was ever delivered in December. I spoke with ******* they said the trade ins are free and that j shouldnt have been charged for anything and to contact asurion directly, and i havent recieved a response and that was all the money i had in my bank account and i had other bills. I want my 300$ back.
  
  The desired resolution listed in your case states the following:
  
  Refund
  
  Your rebuttal filed with the BBB states:
  
  I am rejecting this response because:
  The phone was returned in the provided envelope that was sent by asurion. I sent the phone within 2 business days.
  Sincerely,
  
  *************************
  
  Conclusion:
  
  Thank you for the additional information. As stated on February 21, 2023, an Asurion Compliance Coordinator attempted to contact you regarding this matter on February 9, 2023,and February 13, 2023, but was not able to reach you. The Asurion Compliance Coordinator sent you an email with their direct contact information. Please contact the Asurion Compliance Coordinator directly using the contact information provided at your earliest convenience.
  
  Regards,
  
  ***************************
  Junior Writer, Regulatory Complaints
  Email ***************************************
  
  
  
  
  
  

• Initial Complaint

  Date:01/18/2023

  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.

  My phone was stolen I got all the info for the asurion team. I then got resent through a whole Hasle to even getting a police report they approved me then denied me and sent to 4 diffrent operators I'm on the phone now as I write this complain (with ***** a adjuster advanced manager whatever that is) she put me on hold 1hr and 15 minutes ago I'm on the phone still I've been screen recording this whole ordeal 2hr and 18 min in this conversation now.

  Customer Answer

  Date: 01/19/2023

  The carrier is at&t 

  The number ************ 

  ********** is the alternative number 

  The issue happen with the insurance company (asurion )

  

  Business Response

  Date: 02/02/2023

  February 2, 2023
  
  ***********************************
  1251 ***********
  *****, ** 13502
  
  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 January 18,2023, states:
  
  My phone was stolen I got all the info for the asurion team. I then got resent through a whole Hasle to even getting a police report they approved me then denied me and sent to 4 diffrent operators I'm on the phone now as I write this complain (with ***** a adjuster advanced manager whatever that is) she put me on hold 1hr and 15 minutes ago I'm on the phone still I've been screen recording this whole ordeal 2hr and 18 min in this conversation now.
  
  The desired resolution listed in your case states the following:
  
  Please pursue this; Exchange; Contact by the business
  
  Response:
  
  Asurion is the licensed insurance agent and claims administrator for the AT&T Protect Advantage for 1 (PA1) program, which is an optional device ********************** program available to AT&Ts customers.  PA1 provides coverage for one (1) eligible device in the event it is lost, stolen, damaged or experience an out-of-warranty malfunction.  PA1 includes Protect Insurance, which provides coverage for loss, theft, and physical damage (excluding accidental damage from handling), and Protect Extended 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 September 28, 2022, you enrolled the wireless number ending in **** in PA1. Following enrollment, a Welcome Letter which included a copy of the Coverage Certificate was sent to you on October 4, 2022. The Coverage Certificate fully outlines the monthly cost of the program, applicable deductibles, how to file a claim, claim limits,and other pertinent disclosures. Key program disclosures are provided to customers prior to enrollment, and customers may also review the Coverage Certificate online at www.phoneclaim.com/att prior to enrolling in the program or initiating a claim (or at any other time). The Coverage Certificate states the following regarding your complaint:
  
  IV. DUTIES IN THE EVENT OF A LOSS.
  A. If your Covered Property is lost or stolen, notify your Service Provider as soon as possible to suspend service.
  
  Following the receipt of this matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter. Asurion reviewed your concerns and determined that on January 10, 2023, you filed 2 claims online for a stolen Apple iPhone 14 Pro 256GB (Claimed Device), with a date of loss of January 7, 2023.  The claims were subsequently denied because the Claimed Device was used on the account after January 7, 2023, the loss date provided. Therefore, your claims were denied in accordance with the Duties in the Event of a Loss, section A (as noted above). 
  
  On January 11, 2023, you filed a third claim for the stolen Claimed Device with a loss date of January 10, 2023.In reviewing the claim information, we confirmed that the claim was incorrectly denied. To resolve the matter, on January 18, 2023, an Asurion Claims Representative assisted you in refiling and completing a fourth claim for the stolen Claimed Device. During the claim process, you agreed to the terms of the claim and authorized the required $275 replacement deductible to be billed to your wireless account. As a result, on January 19, 2023, the replacement Apple iPhone 14 Pro 256GB was delivered to you. 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 ***************************************
  
  
  
  
  
  

  Customer Answer

  Date: 02/05/2023

   
  Complaint: 18834394
  
  I am rejecting this response because: none of the actions made by asurion on the date of the questioned phone call have to do with said procedures you have reviewed. I was indiscriminately toyed with at the time I had all papers and until then even though the 1st representative should have told me all the information I still continued to get the information while It was frustrating I will also add that during the conversations with your representatives they all were tirelessly trying too and wouldn't stop with this affiliate scheme for me to sign up for insurance on my tech items at home which I didn't get help until I signed up for it. While this is for the time your representative left me on the phone to others passing me along a chain you did put that I did pay for the services of phone replacement I did produce everything asked but I never had spoken to a broker for a phone I've owned phones since I was a teenager and never have I ever had this inconvenience 1. 2 is that I rarely loose,break,damage my phone and the way I was treated is why this complaint is being made.
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 02/15/2023

  February 15, 2023
  
  ***********************************
  1251 ***********
  *****, ** 13502
  
  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 January 18,2023, states:
  
  My phone was stolen I got all the info for the asurion team. I then got resent through a whole Hasle to even getting a police report they approved me then denied me and sent to 4 diffrent operators I'm on the phone now as I write this complain (with ***** a adjuster advanced manager whatever that is) she put me on hold 1hr and 15 minutes ago I'm on the phone still I've been screen recording this whole ordeal 2hr and 18 min in this conversation now.
  
  The desired resolution listed in your case states the following:
  
  Please pursue this; Exchange; Contact by the business
  
  Your rebuttal filed with the BBB states:
  
  none of the actions made by asurion on the date of the questioned phone call have to do with said procedures you have reviewed. I was indiscriminately toyed with at the time I had all papers and until then even though the 1st representative should have told me all the information I still continued to get the information while It was frustrating I will also add that during the conversations with your representatives they all were tirelessly trying too and wouldn't stop with this affiliate scheme for me to sign up for insurance on my tech items at home which I didn't get help until I signed up for it. While this is for the time your representative left me on the phone to others passing me along a chain you did put that I did pay for the services of phone replacement I did produce everything asked but I never had spoken to a broker for a phone I've owned phones since I was a teenager and never have I ever had this inconvenience 1. 2 is that I rarely loose,break,damage my phone and the way I was treated is why this complaint is being made.
  
  Sincerely,
  
  ***********************************
  
  Conclusion:
  
  We apologize that your experience has been less than satisfactory and appreciate your feedback.As stated on February 2, 2023, Asurion reviewed your claim information and confirmed that the claim was incorrectly denied. To resolve the matter, on January 18, 2023, an Asurion Claims Representative assisted you in refiling and completing a fourth claim for the stolen Claimed Device. During the claim process, you agreed to the terms of the claim and authorized the required $275 replacement deductible to be billed to your wireless account. As a result, on January 19, 2023, the replacement Apple iPhone 14 Pro 256GB was delivered to you. 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. 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,
  
  ***************************
  Junior Writer, Regulatory Complaints
  Email ***************************************
  
  
  
  
  
  

• Initial Complaint

  Date:01/18/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Asurion/UBreakFix has the most convoluted processes for returning a device that they concluded as "irrepairable". December of 2022 I sent them my phone to be evaluated for a cracked screen and was told it was unfixable. They returned the phone to me a few days later and I was given compensation to buy a new phone. I was told I need to return the phone to avoid a charge of $650 if Asurion/UBreakFix does not receive the device within 10 business days. I first go back to the claim in their online portal and I do not find a way to initiate to receive their "return kit", so I call and managed to get through some prompts to receive the kit. A week later I do not receive the "return kit". I call Asurion again to find that I cannot speak to a physical person and so I go back to the online portal to chat with someone. The agent proceeded to refer me to call another line to speak with a representative and I was redirected to call My wireless carrier ******* I call **** and they refer me back to call Asurion. I have found it is possible to return the damaged device and will now have to eat the cost of $650 due to an infinite loop of phone calls...

  Customer Answer

  Date: 01/19/2023

  Carrier: &T

  Contact: **************

  Alternate Number: )*************

  

  Business Response

  Date: 02/16/2023

  February 16, 2023
  
  ************************************************************************************************** 32526
  
  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 January 18,2023, states:
  
  Asurion/UBreakFix has the most convoluted processes for returning a device that they concluded as "irrepairable". December of 2022 I sent them my phone to be evaluated for a cracked screen and was told it was unfixable. They returned the phone to me a few days later and I was given compensation to buy a new phone. I was told I need to return the phone to avoid a charge of $650 if Asurion/UBreakFix does not receive the device within 10 business days. I first go back to the claim in their online portal and I do not find a way to initiate to receive their "return kit", so I call and managed to get through some prompts to receive the kit. A week later I do not receive the "return kit". I call Asurion again to find that I cannot speak to a physical person and so I go back to the online portal to chat with someone. The agent proceeded to refer me to call another line to speak with a representative and I was redirected to call My wireless carrier (AT&T). I call AT&T and they refer me back to call Asurion. I have found it is possible to return the damaged device and will now have to eat the cost of $650 due to an infinite loop of phone calls...
  
  The desired resolution listed in your case states the following:
  
  Finish the job.
  
  Response:
  
  Asurion Protection Services, LLC (Asurion) is the licensed insurance agent and claims administrator for the AT&T Protect Advantage for 4 (PA4) program, which is an optional program available to AT&Ts postpaid customers. The PA4 program is underwritten by ***************************** which is one of the *** underwriting companies. Under the terms of the PA4 program, AT&T customers can protect up to four (4) eligible devices in the event of loss, theft, damage, or mechanical or electrical failure after the manufacturers warranty has expired.
  
  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 5, 2023, you completed a damage claim for a ******* Galaxy S22 Ultra 512GB (Claimed Device). During the claim process, the Asurion Representative offered to provide a replacement through reimbursement. The reimbursement option provides you a check for the current purchase price of a replacement device, plus applicable taxes, totaling $1504.99, and you accepted this option.  You accepted the terms of the claim, which included the return of the Claimed Device, and authorized the $250 deductible billed to your wireless account. On January 5, 2023, the reimbursement check was mailed to you.
  
  Asurion acknowledges there was a delay in providing a return kit and apologizes for the inconvenience. Our records indicate that on February 8, 2023, the Claimed Device was received at the AT&T fulfillment center. As a result, a non-return fee was not applied to your wireless account. Therefore,we consider this matter resolved.
  
  Regards,
  
  ***************************
  Junior Writer, Regulatory Complaints
  Email ***************************************
  
  
  
  
  
  

  Customer Answer

  Date: 02/16/2023

   
  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

  Respectfully,
  
  ***************************

• Initial Complaint

  Date:01/17/2023

  Type:Billing 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 was double charged $250 for a deductible and this company will not release the charge. I have tried for almost 2 months to handle the issue via ************** **** is in contact with this company and they also will not remove the charge even though both companies acknowledge the double charge.

  Customer Answer

  Date: 01/17/2023

  The cell phone carrier is AT&T & the phone numbers associated with the issue would be either. ************ or ************. I believe they charged each number when we only had one actual claim. They understand that we were double charged. They will not expedite removing the charge. And AT&T is now telling me that I have a past due amount. 

  

  Business Response

  Date: 02/15/2023

  February 15, 2023
  
  *****************************
  150 **************
  *****************, ** 32082
  
  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 January 17,2023, states:
  
  I was double charged $250 for a deductible and this company will not release the charge. I have tried for almost 2 months to handle the issue via phone & email.AT&T is in contact with this company and they also will not remove the charge even though both companies acknowledge the double charge.
  
  The desired resolution listed in your case states the following:
  
  Refund.
  
  Response:
  
  Asurion Protection Services, LLC (APS) is the licensed insurance agent and claims administrator for the AT&T Protect Advantage for 1 (PA1) program, which is an optional plan available to AT&Ts postpaid customers. Under the terms of the PA1 program, AT&T customers can protect one (1) eligible device in the event of loss, theft, damage, or mechanical or electrical failure after the manufacturers warranty has expired. Our records show that on ***, you enrolled the wireless number ending in **** in PA1.
  
  Following the receipt of this matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter. On December 2,2022, you completed a claim (Claim #1) for a damaged Apple iPhone 13 ************* Silver (Claimed Device) for the wireless number ending in ****. During the claim process, you agreed to the terms of the claim, including the receipt of the replacement Apple iPhone 13 ************* Alpine Green ************ Device #1), and authorized the $250 replacement deductible to be billed to your wireless account. However, shortly after completing the claim, you contacted Asurion to cancel the claim request as you did not want the Alpine Green-colored device provided as the replacement option. The Asurion Care Solutions Team member attempted to cancel the claim request for you; however, in an effort to ensure replacement devices are delivered within 1-2 business days, Asurion was unable to cancel the claim. As a result, on December 3, 2022, the Replacement Device was delivered to you. To resolve the matter, on December 5, 2022, you spoke with an Asurion Care Solutions Team member who advised you to return Replacement Device #1 for a refund of the $250 replacement deductible.
  On December 14, 2022, you completed a second claim (Claim #2) for the Claimed Device. Again, you agreed to the claims terms, authorized the $250 replacement deductible to be billed to your wireless account, and opted for the Same Day and Delivery option. As a result,the replacement Apple iPhone 13 ************* Sierra Blue ************ Device #2) was delivered to you the same day.
  
  On December 30, 2022, you contacted Asurion as you had not received the refund of the $250 replacement deductible for Claim #1. Upon confirming the return of Replacement Device #1 to the AT&T fulfillment center, the Asurion Care Solutions Team member assisted you by submitting the refund request for the $250 replacement deductible.Asurion acknowledges that there was a delay in processing the $250 replacement deductible refund and sincerely apologizes for the inconvenience you may have experienced because of this matter.  Following the receipt of this matter, our records indicate that on January 17, 2023, a credit for the $250 replacement deductible was applied to your wireless account. Therefore, we consider this matter resolved.
  
  We sincerely apologize for your frustration. We make a commitment to our customers to make the claims process easy and convenient, and we truly regret that this was not your experience.
  
  Regards,
  
  ***************************
  Junior Writer, Regulatory Complaints
  Email ***************************************
  
  
  
  
  
  

• Initial Complaint

  Date:01/17/2023

  Type:Billing 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.

  August, **** *********** is Asurion They have billed me for non return of an iPhone. However, I did not request, nor did I receive a replacement phone. They billed my account $765.00 I have spoken with them at length twice, and have been on the phone today for almost 2 hours. Each phone call has lasted 1.5 hours or more. I am an ATT customer and have talked with them at length a number of times to no avail.

  

  Business Response

  Date: 02/15/2023

  February 15, 2023
  
  ***********************
  600 *****************
  ***********, ** 42748
  
  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 January 17,2023, states:
  
  August, **** *********** is Asurion They have billed me for non return of an iPhone. However, I did not request, nor did I receive a replacement phone. They billed my account $765.00 I have spoken with them at length twice, and have been on the phone today for almost 2 hours. Each phone call has lasted 1.5 hours or more. I am an ATT customer and have talked with them at length a number of times to no avail.
  
  The desired resolution listed in your case states the following:
  
  Refund
  
  Response:
  
  Asurion is the licensed insurance agent and claims administrator for the AT&T Protect Advantage for 1 (PA1) program, which is an optional device ********************** program available to AT&Ts customers.  PA1 provides coverage for one (1) eligible device in the event it is lost, stolen, damaged, or experiences an out-of-warranty malfunction.  PA1 includes Protect Insurance, which provides coverage for loss, theft and physical damage (excluding accidental damage from handling), and Protect Extended Service Contract, which provides coverage for accidental damage from handling (including screen claims) and out-of-warranty malfunctions.  The Protect Insurance is underwritten by **************************** (Continental), which is one of the *** underwriting companies.  Customers can file a claim by calling Asurions toll-free number at **************, or by going online at www.phoneclaim.com/att. 
  
  Following the receipt of this matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter. On September 29, 2022, you completed a claim for a damaged Apple iPhone 14 Pro 256GB (Claimed Device) for the wireless number ending in ****. During the claim process, the Asurion Claims Representative offered to provide a replacement through reimbursement. The reimbursement option provides you a check for the current purchase price of a replacement device, plus applicable taxes, totaling $ *******, and you accepted this option. You accepted the terms of the claim, which included the return of the Claimed Device to the AT&T fulfillment center and authorized the $275 replacement deductible billed to your wireless account. However, you later contacted Asurion the same day to cancel the claim as you no longer wanted the reimbursement. Asurion honored your request and canceled the claim the same day.
  
  On November 28, 2022, AT&T applied a $765.00 non-return fee to your wireless account because the Claimed Device had not been received at the AT&T fulfillment center within the required timeframe. Asurion acknowledges that there was an error in the charging of the non-return fee and sincerely apologizes for the inconvenience you may have experienced because of this matter. AT&Ts records reflect that on January 17, 2023, an AT&T representative resolved the matter with you, and a $765.00 Non-Return Fee credit was applied to your wireless account with an immediate impact. Therefore,we consider this matter resolved.
  
  Regards,
  
  ***************************
  Junior Writer, Regulatory Complaints
  Email ***************************************
  
  
  
  
  
  

• Initial Complaint

  Date:01/16/2023

  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 bought a phone from ****** with TNT at ******************************************************************. It was shipped to me however it did not work. I then called Asurion to get insurance to return the phone to TNT. The insurance cost was $1301.99. TNT says they never received the phone back. However, it was shipped back on February 18, 2022. According to ***** records, it was delivered on February 21, **** at 9:08 am. It was signed for by a "Mr **** at the back door to TNT. Since I paid for the insurance, I attempted to collect that amount from Asurion. They refused to pay because I have proof from ***** that it was delivered and signed for on 2/21/22.TNT has now sent me to collections (Afni.com) for $1800 claiming they never got the phone back. And they accuse me of lying that I sent it. I have proof of everything. I just need help to attempt to my money back. And to get the collection from Afni off my back and off my credit reporting.

  

  Business Response

  Date: 02/15/2023

  February 15, 2023
  
  Pelsar ***** ********
  6301 ************** A31
  ********, ** 97219
  
  Re: Case # ********
  
  Dear Pelsar ***** ********,
  
  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 January 16,2023, states:
  
  I bought a phone from ****** with TNT at ******************************************************************. It was shipped to me however it did not work. I then called Asurion to get insurance to return the phone to TNT. The insurance cost was $*******. TNT says they never received the phone back. However, it was shipped back on February 18,2022. According to ***** records, it was delivered on February 21, **** at 9:08 am. It was signed for by a "Mr **** at the back door to TNT. Since I paid for the insurance, I attempted to collect that amount from Asurion. They refused to pay because I have proof from ***** that it was delivered and signed for on 2/21/22. TNT has now sent me to collections (Afni.com) for $1800 claiming they never got the phone back. And they accuse me of lying that I sent it. I have proof of everything. I just need help to attempt to my money back.And to get the collection from Afni off my back and off my credit reporting.
  
  The desired resolution listed in your case states the following:
  
  Refund; Explanation of charges; Correction to a credit report
  
  Response:
  
  Asurion Protection Services, LLC (APS) is the licensed insurance agent and claims administrator for the AT&T Protect Advantage for 1 (PA1) program, which is an optional plan available to AT&Ts postpaid customers. Under the terms of the PA1 program, AT&T customers can protect one (1) eligible device in the event of loss, theft, damage, or mechanical or electrical failure after the manufacturers warranty has expired.
  
  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 16,2022, you completed a claim for a damaged ******* Galaxy S21 Ultra 5G 128GB for the wireless number ending in ****. During the claim process, the Asurion Claims Representative offered to provide a replacement through reimbursement.The reimbursement option provides you a check for the current purchase price of a replacement device, plus applicable taxes, totaling $*******,and you accepted this option. You accepted the terms of the claim, which included the return of the Claimed Device to AT&Ts fulfillment center, and authorized the $250.00 replacement deductible billed to your wireless account. As a result, on February 18, 2022, the $ ******* reimbursement check was mailed to you via *****. Our records indicate that on February 24, 2022. The reimbursement check was cashed.
  
  The receipt of the reimbursement fulfills Asurions obligation under the Plan.Therefore, we consider this matter resolved.
  
  Regards,
  
  ***************************
  Junior Writer, Regulatory Complaints
  Email ***************************************