The complaint has been investigated and
resolved to the customer's satisfaction
Asurionthey said that I never returned the damaged phone

R Review updated:

I had to deal with these people much more than I ever wanted to. First of all the replacement phone that they sent me did not hold a charge. After getting another phone to replace this one, the same thing. Cell phone did not hold a charge. The last phone that they sent to me still doesn't work as well as my original. Yesterday, they sent a notice ("FINAL Notice") to tell me that they never received one of the phones that I mailed back to them. Now they are asking for a $55 charge. I wonder how many people have been ripped off by this company?


  • Si
    SimpliB Feb 27, 2021

    I'm dealing with the same issue. I have tracking numbers for USPS which state: Delivered to Agent. From what I understand, this means that Fed-Ex or UPS have the phones, but Assurion states they don't have any other tracking numbers or anything to do with USPS. So, in other words, they can get away with stating they never received the phones and therefore I am left without a replacement phone or reimbursement for my phone and out $125.00 deductible. I would never recommend this insurance to anyone.

    0 Votes
  • Si
    SimpliB Feb 27, 2021

    I'm getting the same run around and the tracking numbers provided by them and by my postal service, when I sent the phone(s) back simply state "delivered to agent." From what I understand, this means that Fed-Ex or UPS picked up the phone from USPS who are supposed to complete the transport of the phone to the "warehouse" at Assurion. Given all I've read above, I'm not holding my breath, instead I'm preparing to have to save my breath in order for long holds and repeated calls with AT&T and Assurion.

    0 Votes
  • Co
    Colleen O'Neill May 02, 2016
    This comment was posted by
    a verified customer
    Verified customer

    Filed an AT&T Asurion damaged iPhone claim using their website 3/1/2016, then called Asurion the very next day (3/2/2016) to cancel claim. Asurion representative said the claim was now canceled, but next day (3/3/2016) replacement iPhone arrived by FedEx. Called Asurion, but phone routing excluded option to talk to a person, rather it offered to give me the FedEx tracking number, so I called AT&T who got me in touch with an Asurion person, who then hung up on me. Repeated the AT&T to Asurion call two more times, the third time I insisted AT&T stay on the call with me and Asurion until it was completed. They apologized for not canceling claim in time and said to open box and apply pre-printed return shipping label, mail replacement phone back via USPS. Two months later the deductible fee ($99) shows up on my AT&T monthly bill and Asurion says I never returned the phone. After four calls and again involving AT&T Customer Service an Asurion supervisor was able to find the pre-paid shipping label's non-USPS tracking number and gave me the website to track the package ( No status. Getting harrassing calls to my cellphone demanding I return the phone I mailed back. I plan to ask Asurion for the IMEI id of the replacement iPhone so I can ask AT&T to see if it's been activated on their network. Wish I obtained a USPS receipt when dropping the pre-paid shipping package into the mail.

    0 Votes
  • In
    infobits Dec 08, 2015
    This comment was posted by
    a verified customer
    Verified customer

    We are being scammed by T-Mobile and Asurion too right now. In Sept 2015 after being enticed by T-Mobile's low priced service plans and free upgrade to iPhone 6S phones vis their JUMP program, we are now faced with the same scam where they are saying that they never received the returned iphones we sent back using their Asurion provided return shipping label. It turns out that what looks like a trackiong number on their return shipping label is NOT a USPS tracking number! USPS says they cannot track the package because it is NOT a USPS tracking number. I ran around and around talking to T-Mobile reps and Asurion rep and they just keep saying that they did not receive the returned iphones we sent using their label! And now there is no proof of tracking because they gave us a shady return shipping label without a valid USPS tracking number. I personally dropped the package off at our local post office on 10/04/2015. Today 12/08/2015 after all my complaints to them we receive a text msg on our iPhone 6S that we have 7 days left to return the old iPhones or we will be charged for them! What a scammy operation T-Mobile and Asurion are! I don't know where this is going next. In searching the internet for T-Mobile complaints, I see that I am not alone in this exact scenario! Why hasn't anything been done to expose and stop these shady crooks? T-Mobile company is SHADY and SCAMMY as hell. Try to logon to my T-Mobile account online and they have it set up so that you cannot get to all your information and status. No mention about the JUMP plan or returned status of the old phones. No mention about the charges details. Site always says "unavailable at this time, try again later"... type of BS message. these guys have all the angles covered to cover their crooked trails and mis-deeds! Anyone having similar problem please post your experiences! Got to get the word out and into the right law hands.

    1 Votes
  • Ka
    kari1234 Apr 18, 2011

    Whatever you do...attach a tracking number to your returned device. Ive been arguing with asurion for a month now after they said they never received my return device. They charged me $345. Supposedly they are fixing the issue. This has been nothing but a hassle and a waste of my time. This is the first claim Ive made in 6 years of having this insurance and paying $7 a month. Is it really worth it? NOT REALLY! Lets just say I've learned my lesson.

    2 Votes
  • Ho
    hoodwinkd Apr 04, 2011

    having the same prob here, one full year after this post!!! i just spent about an hour going back and forth between tmobile & asurion ... basically i sent the phone back in the pre-paid envelope a month ago, and they say they never received it and are charging me $79.10 for the broken phone!! I literally feel SWINDLED. if it wasnt a phone through my work, i'd be cancelling the contract entirely. the lesson i learned is next time- say the phone is LOST, not broken!! if it is lost, you dont have to mail anything in!!

    1 Votes
  • Ma
    mattle Mar 01, 2010

    I am getting the same treatment right now.

    If they told me I had to put a tracking number or send it certified I would have but they only sent the prepaid envelope.

    1 Votes
  • Ml
    ml clark Sep 14, 2009

    Gee, I received that same letter today also stating they never received my damaged phone. I placed the phone into the pre-paid, pre-addressed envelope which they provided. I dropped it into the mailbox in front of the post office and thought that was the end of it. Oh, no! Now Asurion is threatening to charge me $175 for the damaged phone they claim to have never received! How am I supposed to prove that I did, in fact, return it? I had two previous pleasant experiences with Asurion and now this. I think perhaps since this is the second claim I have made within the past 3 or 4 months (2 separate phones for 2 different teenagers) that they are trying to make some money back??? I smell a scam... "We never received the damaged phone, blah, blah, blah, so now we are going to rob you of $175.00, plus all your years of paying the $5 insurance every month on each phone"! I'm thinking class-action lawsuit.

    1 Votes
  • Nm
    nmoore12 Aug 16, 2009

    Seems like this company is pretty sketchy. I have only dealt with them once, which was recently. I have 14 days to send my phone back as of today but I really hope I don't get ripped off. I wish there was some way to get a receipt for mailing it...that way I could prove that I sent it back

    0 Votes

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