I filed a claim with Asurion for my phone. I received a replacement phone. I called Asu...

GetHuman-ophellia's Problem with a claim issue with Asurion from January 2020

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The issue in GetHuman-ophellia's own words
I filed a claim with Asurion for my phone. I received a replacement phone. I called Asurion the day I set up the replacement phone because it was not working properly. They were going to send me another replacement phone. The agent hung up on me. ** minutes later I called back to cancel the second replacement phone because I figured out what was wrong with the original replacement phone I just received. I was told that I was charged another $*** deductible for this second replacement phone. The agent said I should have not been charged that because it was the original replacement phone that had to be immediately replaced so there should not have been another deductible charge. The order for the second replacement phone could not be canceled. I asked for the $*** charge to be reversed since I never should have been charged that. She said that it would not be reversed until the second replacement phone was returned. I had her contact a supervisor. Why would a deductible have anything to do with the return of a phone? The supervisor said that the $*** would not be reversed until the phone was returned. The agent was still corresponding with him when he left the chat. So that is two of your employees who have just "hung up" on me when I was having an issue. **I want the second $*** for the deductible on the second replacement phone refunded. I should have never been charged this. It has nothing to do with the return of any phone. If a phone is not returned they have the card information to bill. Why am I having so much trouble with this? It seems to me that the agents don't like what is going on in a correspondence and they just end the correspondence. The agent NEVER told me she was billing me the second $***. She can't just hang up on a customer and bill their card for something they are not aware of.*All I am asking for is the refund of the second $*** deductible that I am being charged. The second replacement phone will be returned immediately upon its receipt.

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Asurion

Problem with a claim issue
Reported by GetHuman-ophellia
Jan 6th, 2020 - 10 months ago
Not resolved
Seen by 18 customers so far
Similar issue to 953 others
0 customers following this

Timeline

GetHuman-ophellia started working on this issue
Jan 6th 6:39pm
GetHuman-ophellia indicated the issue is not fixed yet.
Jan 6th 6:40pm
GetHuman-ophellia indicated the issue is not fixed yet.
Jan 6th 6:40pm
GetHuman-ophellia indicated the issue is not fixed yet.
Jan 6th 6:40pm
GetHuman-ophellia indicated the issue is not fixed yet.
Jan 6th 6:41pm
GetHuman-ophellia indicated the issue is not fixed yet.
Jan 6th 6:41pm
GetHuman-ophellia indicated the issue is not fixed yet.
Jan 6th 6:41pm
GetHuman-ophellia indicated the issue is not fixed yet.
Jan 6th 6:41pm