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:06/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Insurance claim filed on June 8, 2025 for a iPhone 11 Pro Max 256gb. Payment was approved. A simple email to fill out a form for payment is needed. There in lies the problem.The initial representative input the incorrect email address. As such I am not receiving said email for reimbursement. I have spent 3-4 hours of my time every day since trying to resolve this to no avail. We are on day 6 of this. Every day there is an excuse. Everyday I get transferred to a different department. I am repeatedly told itll be resolved within 24 hours. 6 days later and nothing is resolved. The department that needs to fix the mistake does not have a phone. Only email support. Could be weeks. 6 days later am now being told when they do decide to respond. They will probably not fix the email address so payment can go through. But instead will cancel the claim. Which will be btw 1-2 weeks more for an update/ response. Then we start over again. But considering the system shows claim approved. They cannot warranty the same device. Even though nothing has been warrantied or resolved from the start. No idea how this company has a rating of A. Nor how they are in business. No one knows anything. No one can answer questions. It appears they are going to steal my money and I have been paying for insurance for 15 years for nothing.

  

  Business Response

  Date: 07/14/2025

  July 14, 2025
  
  ****** ******
  E-mail: ***************************
  
  Complaint ID # ********
  
  Dear ****** ******,
  
  In connection with the above-referenced case filed with the Better Business Bureau (BBB), we submit the below in response. 
  
  The case you filed with the BBB on June 13, 2025,states:
  
  Insurance claim filed on June 8, 2025 for a iPhone 11 Pro Max 256gb. Payment was approved. A simple email to fill out a form for payment is needed. There in lies the problem. The initial representative input the incorrect email ********** such I am not receiving said email for reimbursement. I have spent 3-4 hours of my time every day since trying to resolve this to no avail. We are on day 6 of this. Every day there is an excuse. Everyday I get transferred to a different department. I am repeatedly told itll be resolved within 24 hours. 6 days later and nothing is resolved. The department that needs to fix the mistake does not have a phone. Only email support. Could be weeks. 6 days later am now being told when they do decide to respond. They will probably not fix the email address so payment can go through. But instead will cancel the claim.Which will be btw 1-2 weeks more for an update/ response. Then we start over again. But considering the system shows claim approved. They cannot warranty the same device. Even though nothing has been warrantied or resolved from the start. No idea how this company has a rating of A. Nor how they are in business. No one knows anything. No one can answer questions. It appears they are going to steal my money and I have been paying for insurance for 15 years for nothing.
  
  The desired resolution listed in your case states the following:
  
  Payout of insurance claim.
  
  Response:
  
  Since receiving the case you filed with the BBB, we received the letter dated June *******,enclosing the matter you filed with the Alabama Department of Insurance (the Department) regarding the same concerns listed above.  Attached is Asurions response submitted to the Department on June 27, 2025, regarding the matter.
  
  Regards,
  
  **** ******
  Asurion, Regulatory Affairs
  Email ************************************

• Initial Complaint

  Date:06/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  AT&T is the phone carrier and the cell number is ************

  Customer Answer

  Date: 06/17/2025

  AT&T is the phone carrier and the cell number is ************

  

  Business Response

  Date: 07/10/2025

  July 10, 2024
  
  **** *****
  **************************************************
  
  Complaint ID # ********
  
  Dear **** *****,
  
  In reference to your complaint with the Better Business Bureau, I would first like to offer my apology that your experience with Asurion did not meet your expectations.
  
  Your complaint states:
  
  Asurion is the insurance provider offering device ********************** for AT&T customers. I have been a customer of AT&T for a long time. I pay $17.00 per month for device **********************. I have never filed a claim in the past. I have a broken device that I am trying to fix and I can NOT process a claim with Asurion. I have spent several hours on the line with AT&T and they were not able to help.
  
  The desired resolution states the following:
  
  Refund.
  
  We regret the inconvenience and frustration this may have caused.  Upon receiving the BBB matter, we attempted to research your concerns with the information you provided; however, we could not locate an AT&T account or claims with the information you provided in your complaint.  In order to assist you, I will need to obtain more information from you to investigate your concerns.  If further assistance is required, please respond to the BBB with Asurion claim number, AT&T account number, and/or the associated wireless number so that we may further research this matter.
  
  Regards,
  
  ***** *********
  Asurion,Regulatory Affairs
  Email: ***************************

• Initial Complaint

  Date:06/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Extended insurance on my wireless phones, which was $25 a month extra for each phone and instead of the basic 17 for years That included unlimited repair at 0 cost. I filed 1st claim for repair on the I phone 14 pro that cracked the back screen and front which was suppose to be covered under the plan. they told me that the iPhone 14 through **** could not be repaired for 0 cost that ***** manufacturer couldnt provide repair parts . so basically they offered an extended warranty insurance on a phone that you could not do 0 cost repair service on and they then wanted me to pay $275 deductible to replace the phone with another iPhone 14 Pro I then talked to the CEO office at company named *******. her employee ID number ******. She refused to honor and credit me back the extra dollars spent on service I had paid for years on each phone so knowing that they could not commit to that repair I asked them to credit it back,so I would not have to pay 275 she refused I dropped extended warranty I had with Asurion with **** and I want my money back for each month I paid them for this protection plan on each phone they could not accommodate I paid extra for services they couldnt provide for these phones also I was told that the iPhone 14 pros were not able to be fixed so I didnt understand why I would be offered a refurbished one for 275 deductible if I choose to proceed with claim. I was sent to the ********* CEO office to ******* ID ****** who refused to credit me back the paid money for service I didnt get and said I I was to contact **** I asked for something in writing which stated she refused to give and said she noted it internally with **** with notes. **** said no Assurrion received the insurance payments they needed to honor it I canceled the insurance 6/13/25 after getting nowhere with them. I am stuck with a broken phone that paid extra coverage on and was insured at the time of damage. I want my money returned for the services I did not get it.

  

  Business Response

  Date: 07/15/2025

  Please see Asurion's attached draft.

• Initial Complaint

  Date:06/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **** together with Asurion have made my life misserable for the last 8-10 months. Back in november I filled an insurance claim and asurion shipped the phone but it was never delivered I went to check when I came from work and nothing was there. I called the asurion which is the insurance company more than 5 times and they said that they were going to send it and then they said that it was not approved. After that they charged a deductible of $275 on November 11th, even when they knew that I did not receive the phone. Then after another 3 bills they charged me $475 on January 10th for non-return fee. It looks like they were expecting me to send the old phone to them which is the one that was broken even when they knew I did not received the new one. A total of was $750 have been wrongfully charged into my account. plus $205 that Ive been billed for the phone since november which I also have payed another $300 for insurance since that date which makes for another $505. All together is $1,255 and **** nor Asurion have done anything to fix the problem. I went to the ********** and they ended up bringing the issue to the office of the president, but it has been a couple of months and they have never reached out to me. They also called their support team and they have not been of any help. I have called asurion numerous times and all they say is that the office of the CEO is working on it for couple months already.

  

  Business Response

  Date: 06/12/2025

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

  

  Business Response

  Date: 07/10/2025

  July 10, 2025
  
  ***** *********
  ***************
  ******************
  
  Re:Case # ********
  
  Dear ***** *********,
  
  In regard to the above-referenced case that you filed with the Better Business Bureau (BBB), we submit the below in response.
  
  The case you filed with the BBB on June 12, 2025, states:
  
  AT&T together with Asurion have made my life misserable for the last 8-10 months. Back in november I filled an insurance claim and asurion shipped the phone but it was never delivered I went to check when I came from work and nothing was there. I called the asurion which is the insurance company more than 5 times and they said that they were going to send it and then they said that it was not approved. After that they charged a deductible of $275 on November 11th, even when they knew that I did not receive the phone. Then after another 3 bills they charged me $475 on January 10th for non-return fee. It looks like they were expecting me to send the old phone to them which is the one that was broken even when they knew I did not received the new one. A total of was $750 have been wrongfully charged into my account. plus $205 that Ive been billed for the phone since november which I also have payed another $300 for insurance since that date which makes for another $505. All together is $1,255 and AT&T nor Asurion have done anything to fix the problem. I went to the AT&T store and they ended up bringing the issue to the office of the president, but it has been a couple of months and they have never reached out to me. They also called their support team and they have not been of any help. I have called asurion numerous times and all they say is that the office of the CEO is working on it for couple months already.
  
  The desired resolution listed in your case states the following:
  
  Billing Adjustment.
  
  Response:
  
  Asurion is the licensed insurance agent and claims administrator for the AT&T Protect Advantage for 1 (PA1)program, which is an optional device ********************** program available to AT&Ts customers.  PA1 provides coverage for one (1) eligible device in the event it is lost, stolen, damaged, or experiences an out-of-warranty malfunction.  PA1 includes Protect Insurance, which provides coverage for loss, theft, and physical damage (excluding accidental damage from handling), and Protect Service Contract, which provides coverage for accidental damage from handling (including screen claims) and out-of-warranty malfunctions.  PA1 also includes Protech technical support. Customers can file a claim by calling Asurions toll-free number at **************, or by going online at ****************************************.
  
  Our records confirm that on February 9, 2024, you enrolled the wireless number ending in 3118 in the PA1 program.  Following the enrollment in the PA1 program,on February 23, 2024, you were sent a Welcome Letter, which provided access to the PA1 Terms and Conditions, the Coverage Certificate, and the Protect Service Contract.  The Terms and Conditions, the Coverage Certificate, and the Protect Service Contract fully outline the Terms and Conditions of coverage, including the monthly cost of the program,applicable deductibles, or service fees, 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 Terms and Conditions, Coverage Certificate, and Protect Service Contract online at **************************************** prior to enrolling in the program or initiating a claim (or at any other time). On November 18, 2024, you canceled PA1 for the wireless number ending in 3118 and instead, you upgraded your coverage and enrolled the wireless account in the PA4 program, and it remains enrolled.
  
  The PA1 Terms and Conditions state the following regarding the matter:
  
  Easy Claim Process
  If your device is defective or has been damaged, and you are being provided a replacement device, it must be returned using the prepaid shipping label provided with your replacement device. Non-return charges of up to $850 will be added to your wireless bill for failure to return your defective or damaged device.
  
  The PA1 Coverage Certificate states the following regarding the matter:
  
  IV.  DUTIES IN THE EVENT OF A LOSS.
  F.If the cause of Loss is not loss or theft, you must keep the Covered Property until your claim is completed. If the cause of Loss is loss or theft and the Covered Property is later recovered, you must notify our Authorized Representative, even if your claim has already been completed. If we replace the Covered Property, we may require you to return it to us at our expense. If we so direct, you must return the Covered Property to us in the return mailer we provide within ten (10) days or pay the non-returned equipment charge applicable to the model of Covered Property that suffered the Loss. YOU CAN AVOID THIS CHARGE BY SIMPLY RETURNING THE COVERED PROPERTY AS DIRECTED.
  
  VI. ELIGIBILITY AND CANCELLATION.
  C. To be and remain eligible for coverage:
  ***** must have activated communications service directly with your Service Provider and be an active and current subscriber of your Service Provider to be covered under this Certificate. Covered Property must be actively registered on the Service Providers network on the Date of Loss and have logged airtime prior to the Date of Loss.
  2.We must designate the Covered Property as eligible for coverage.
  ***** must not have engaged in fraud or abuse with respect to this or a similar communications equipment insurance program.
  
  In reviewing your claim history, we confirmed that on November 11, 2025, you completed a claim for an Apple iPhone 15 Pro Max (256GB) (Claimed Device 1) for the wireless number ending in 3118 that sustained liquid damage.  During the claim process, you accepted the terms of the claim and authorized the $275 replacement deductible billed to the wireless account.  On November 12, 2025, an Apple iPhone 16 Pro Max (256GB) (Replacement Device) was delivered to you at the address you provided.
  
  From November 14, 2024 through March 11, 2025, you filed multiple reshipment requests and claims for Claimed Device 1 or the Replacement Device for the wireless number ending in 3118.  You reported various loss dates (i.e., November 11, 2024, November 12, 2024, November 14, 2024, November 21, 2024, November 22, 2024, December 4, 2024, and March 11, 2025), as well as various types of loss (stolen, damaged, or package not received) among the requests you filed,as outlined below:
  
  Seven (7) of the claims and reshipment requests were reviewed and denied in accordance with the Eligibility and Cancellation section detailed above (VI.C.).  Please note that the specific reasons or details for the denials cannot be provided to any customer since it could provide information on obtaining unwarranted claim approval.
  
  One (1) of the claims, filed for Claimed Device 1, was denied because AT&Ts records reflect that there was wireless activity associated with Claimed Device 1 after the loss date provided (i.e., December 4, 2024).
  
  All replacement devices that are processed through PA1 are shipped from an AT&T fulfillment center.  These replacement devices have a ******** limited warranty that covers any mechanical/electrical defects if the device has not sustained any physical or liquid damage.  Replacement device ********************** issues, including shipment issues reported within thirty (30) days of delivery, are handled by Asurion.  Warranty issues that occur after thirty (30) days are handled by AT&T Warranty Exchange.
  
  On March 11, 2025, after the thirty (30) day timeframe, you initiated two (2) reshipment requests for the Replacement Device, reporting that the package was not received.  Asurion was unable to approve the warranty reshipment because the warranty reshipment request was beyond the thirty (30)day timeframe as mentioned above, and you were therefore referred to AT&T for warranty assistance.
  
  On March 21, 2025, you filed a claim for an Apple iPhone 16 Plus (128GB) (Claimed Device 2) for the wireless number ending in 3118 that sustained a cracked screen.  You opted for the carry-in repair option, which allowed you to visit an Asurion-authorized repair center to complete the screen repair.  During the claim process, you selected a specific repair location and accepted the terms of the repair claim.  That same day, a screen repair for Claimed Device 2 was successfully performed.
  
  Based on the above, we believe the denials of your claims for the wireless number ending in 3118 were appropriate.  We are happy to review any additional information you may have to support your claim, but at this time, we cannot approve your claim based on the information available to us.
  
  In response to your concerns regarding the $275 replacement deductible, on December 4, 2024, AT&T provided a $275 courtesy credit to the wireless account.
  
  Regarding your request for a refund of the monthly premiums, Asurion cannot refund the insurance premiums you paid since you received insurance coverage under the PA1 program in exchange for those payments.  Nevertheless, on March 11, 2025, AT&T provided several courtesy credits totaling $287.25.
  
  As stated in the Coverage Certificate cited above, an additional non-returned equipment charge may apply for causes other than loss or theft if you fail to return the Covered Property within thirty (30) days to the AT&T fulfillment center.  Having not received the damaged Claimed Device 1 within the required timeframe, on January 10, 2025, AT&T assessed a $475 non-returned device charge to the wireless account in accordance with the above-highlighted PA1 Terms and Conditions.
  
  We wish to note that AT&T directly handles the return process and any subsequent non-return device charges.  As such, please contact AT&T directly regarding the $475 non-return device charge in connection with the insurance claim associated with the Claimed Device.  Based on the above, Asurion cannot address your concerns regarding the non-returned device charge and kindly asks that you please contact AT&T at ************** to address those concerns.
  
  The policy guidelines Asurion adhered to regarding your concerns have been explained in this letter.  Please feel free to contact me if you have any further questions.  I am available by email Monday through Friday between 9:00 a.m. to 4:00 p.m. CST.
  
  Regards,
  
  **** ******
  Asurion,Regulatory Affairs                                                                                                      
  ******************************************************************
  

• Initial Complaint

  Date:06/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The carrier is AT&T and the phone number associated is **********. No claim number not applicable.

  

  Business Response

  Date: 07/14/2025

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

• Initial Complaint

  Date:06/09/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint due to Asurions failure to deliver on their contractual obligations under my phone protection plan. As a result of the negligence and lack of urgency, I was forced to purchase a new phone from **** after paying off the phone Asurion was supposed to replace.I filed a claim and paid the required deductible to receive a replacement phone. However, Asurion failed to deliver the phone as promised. The first delivery was inexplicably canceled, and the second attempt was delayed well beyond the originally stated delivery window.Due to these multiple failed delivery attempts and lack of timely communication, I was forced to purchase a new phone out of pocket, as I could not afford to be without a working phone for an extended period of time (beyond the four days I was already without a phone). This completely undermines the purpose of paying for device ****************************** contacting Asurion for resolution, I have not been offered any form of compensation or refund, even though the service I paid for was not rendered in a reasonable or timely manner.I am requesting a full refund of the deductible I paid, as I did not receive the product I was promised when I needed it.Desired Outcome:A full refund of the deductible amount charged to me for the failed phone replacement, as well as all additional fees incurred to **** as a result of the failed delivery of the replacement in a timely manner in the total of $910.Sincerely,********** ****** Claim ID: ************

  

  Business Response

  Date: 07/02/2025

  Please see Asurion's attached response. 

• Initial Complaint

  Date:06/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  . the associated phone number  ************
  3. Claim ID # if available ************
  This is one of the claim numbers they keep filing a new one everytime I call and then closing them 

  
  1. the name of the retailer where the item was purchased AT&T 
  2. Brand Name  *****
  3. Model/Serial # if available  iPhone 15 pro max 

  

  Business Response

  Date: 07/15/2025

  July 15, 2025
  
  ******* ****
  **************************************************************
  
  Re:Case # ********
  
  Dear ******* ****,
  
  In regard to the above-referenced case that you filed with the Better Business Bureau (BBB), we submit the below in response.
  
  The case you filed with the BBB states:
  
  Filed claim several times and claim is getting closed with no explanation or reason why. I pay month for my insurance and should be allowed to use it but have had several problems trying to do so.
  
  The desired resolution listed in your case states the following:
  
  Exchange.
  
  Response:
  
  After receiving your matter, Asurion conducted a full review of the relevant account and claim history with the aim of, where possible, amicably resolving your matter. According to our records, you recently filed a claim for your Apple iPhone 15 Pro Max (256GB) (the Claimed Device) under your AT&T Protect Advantage for 4 (PA4) program.  PA4 is an optional device ********************** program available to AT&Ts customers and provides coverage for eligible devices in the event they are lost, stolen,damaged, or experience an out-of-warranty malfunction.
  
  You filed a claim for your Claimed Device due to a cracked screen for the wireless number ending in 6992.  Unfortunately, the resolution of your claim was delayed due to multiple claim denials.
  
  While we maintain that the initial claim denials were justified based on the information available at the time, Asurion has since conducted a further review of the account. Given the updated information,Asurion has elected to move forward with the claim.  According to our records, the matter was resolved when your claim was approved for completion,and a replacement device was delivered to you on July 9, 2025.
  
  Based on the above, we believe the issue raised in this matter has now been resolved.  We apologize for any inconvenience this matter has caused you, and we appreciate the opportunity to resolve it. Your experience is not representative of the quality of service we strive to provide, and we appreciate the opportunity to review the matter in an effort to continuously improve.
  
  If you have any further questions or concerns, you may contact me by email. I am available Monday through Friday between 9:00 a.m. and 4:00 p.m. CST.
  
  Regards,
  
  ******** *****
  Asurion,Regulatory Affairs                                                                                                      
  ***************************************************************
  

• Initial Complaint

  Date:06/05/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have bought insurance through this company for my phone. My phone broke and I have been waiting on a replacement phone since Monday morning. I have called their customer service after two missed appointments and still do not have a phone. I am on the phone with them again now and they are saying it will take another 1-2 business days and have told me different information every time I have called. I am losing hundreds of dollars a day not to mention personal situations and issues I can not address. They are unwilling to compensate me for the delayed time to get my new phone or reimburse me for buying the insurance. I do not have an option to drop the insurance or just go get a new phone thru ***** I have to wait atleast until tomorrow for this phone woith no repurcussions for the company losing me money. This company is not a brick and ****** business in our area and operates through ****

  

  Business Response

  Date: 07/01/2025

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

• Initial Complaint

  Date:06/05/2025

  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.

  Provider: AT&T 

  Telephone Number: **************

  I am unaware of the claim number however, the claim can be found with the telephone number listed above. 
  

  The primary telephone number on my AT&T account is **************. 

  reviewed however, the Supervisor stated "only some of the calls are recorded" and refused to review the calls. I would like a credit to be applied for the 2nd deductible fee I was billed in error and would like coaching opportunities to be provided after the calls are reviewed due to the lack of knowledge and empathy regarding this issue.

  

  Business Response

  Date: 07/03/2025

  Please see Asurion's attached response.

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23410737
  
  I am rejecting this response because:

  When I spoke with the first VP and agents thereafter, when asked each stated I did not have to pay a deductible. I understand what the policy says however, this is not what I was told on the recorded line. The matter is not resolved as I paid a $275 deductible that needs to be refunded to me or my AT&T account or I will pursue legal action in small claims court. I would have paid the phone off and would have been done with Ausurion rather than accepting a check and paying a $275 deductible due to horrible experience with Asurion. 
  
  Sincerely,
  
  ****** **********

  

  Business Response

  Date: 07/18/2025

  July 18, 2025
  
  ****** **********
  11135 Moonbug Ct.
  *********,NC 28278
  
  Re: Case # ********
  
  Dear ****** **********,
  
  I am writing in response to the July 9, 2025, rebuttal you filed with the Better Business Bureau (BBB) regarding Asurions response to the above-referenced case.
  
  Your rebuttal filed with the BBB states:
  
  When I spoke with the first VP and agents thereafter, when asked each stated I did not have to pay a deductible. I understand what the policy says however, this is not what I was told on the recorded line. The matter is not resolved as I paid a $275 deductible that needs to be refunded to me or my AT&T account or I will pursue legal action in small claims court. I would have paid the phone off and would have been done with Ausurion rather than accepting a check and paying a $275 deductible due to horrible experience with Asurion.
  
  Response:
  
  We wish to note, as outlined in our response on July 3, 2025, a review of the call and claim history indicates that on that following the delivery of the Replacement Device, on April 28, 2025, you contacted Asurion with concerns of being charged an additional cost as you received the incorrect and upgraded device. During the conversation, you stated that you received an Apple iPhone 13 Pro Max (256GB), but your original device was for an Apple iPhone 13 (128GB).  The Asurion representative informed you that the online claim was filed for an Apple iPhone 13 Pro Max (256GB), not an Apple iPhone 13 (128GB). To resolve the matter, the Asurion representative emailed you a shipping label and instructed you to return the Replacement Device for a refund of the $275 deductible to reverse Claim #1.  In addition, the Asurion representative assisted you with filing a new claim (Claim #2) for the correct model, an Apple iPhone 13 (128GB) (Claimed Device #2).  During the claim process, you asked the Asurion representative if you would be charged twice for the deductible.  The Asurion representative informed you that an additional $275 deductible charge would be billed to the wireless account for Claim #2; however, once the Replacement Device was returned to the AT&T fulfillment center, the wireless account would be credited the $275 replacement deductible for Claim #1, ensuring that you are only charged once for the replacement deductible.  You accepted this arrangement and approved the completion of Claim #2, again accepting the claim terms and authorizing the second $275 replacement deductible billed to the wireless account.
  
  Later the same day, on April 28, 2025, you contacted Asurion again to report that the shipping address for the pending shipment of Claim #2 was incorrect.  In an effort to provide a swift resolution,the Asurion representative assisted you by offering to provide a replacement through reimbursement, and you accepted this option.  As you accepted a replacement in the form of a reimbursement, the Asurion representative canceled the pending shipment of the Apple iPhone 13 (128GB) and advised you to allow 7-10 business days to receive the reimbursement check.  The $275 replacement deductible applied to your wireless account during the claim process was consistent with the Terms and Conditions of the PA1 program and cannot be refunded.
  
  Although we cannot meet your desired resolution, the policy guidelines that Asurion follows regarding your concerns have been explained in this letter, and we consider this matter closed.
  
  Regards,
  
  ******** *****, Regulatory Complaints
  Email ***************************************************************
  
  
  

• Initial Complaint

  Date:06/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My dispute is with Asurion the insurance program through ***** I recently filed a claim over the phone and they mailed me a new phone. No discussion about my deductible. I knew I had one but I was never made aware what it was until my bill. $275 for a refurbished ******* galaxy 22. I paid $17 a month and then the 275 deductible. I can buy the phone on Amazon for 365. My problem is they have a declining deductible program clearly written on the website and in my **** app that states after 6 months if no claims have been filed theyll give you 25% off and after a year 50% off deductible. Great. Seems a bit more reasonable to pay that for the phone received. I called and she told me that applies after 6 YEARS! Nowhere does it say that. And she couldnt tell me where thats written or why it says 6 months if its 6 years! Just wanting some sort of clarity.

  

  Business Response

  Date: 06/30/2025

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