I am very dissatisfied with your services. I have been a loyal customer of AT&T for almost 20 years. I received water damage on my cell phone, so I contacted Asurion in May 2015 and asked for a replacement, they said it would be $99 for the replacement phone. By the time I received the replacement my phone was working again, so I contacted Asurion and told them my current phone was working, so I would be sending the replacement phone back to them. The very next day, I opened the box to get the paper out to mail the phone back to AT&T, I tracked the shipping and Asurion received the phone back on May 28, 2015. In July AT&T disconnected services to my 4 phones, because of the $99.00 balance of the phone I returned. I contacted AT&T and explained the situation, my phones were turned back on, but I was charged a bill for $40 to turn my phones, back on which was ridiculous! The AT&T Customer Service Representative transferred me over to Asurion and they said they received the replacement phone back on June 2, 2015 and would make sure my account gets credited, so my phones don’t get disconnected again next month. August 2015 my phones get disconnected again, because of the $99 balance. I was traveling out of town doing an Audit Site Visit and had no access to a phone for 2 hours. When I was finally able to use a phone, I contacted AT&T had to explain the situation all over again, (why there are no notes in my account to review, I don’t know) the AT&T Customer Service Representative told me I would have to pay $40 to get my services turned back on my phones, I told the Customer Service Representative I wanted to speak to a Supervisor, because I should not be responsible for someone else’s mistake especially when according to my records AT&T received the phone back on May 28, 2015. After 2 hours on the phone, AT&T finally turned my phones back on after Asurion was on three-way and verified they did receive the phone back according to their records June 2, 2015. Asurion told me they don’t know why the services were disconnected because they credited my account on July 22, 2015. I received notification September 30, 2015 I had a balance of $99 and to avoid service disruption I need to pay the bill immediately. I contacted AT&T and explained the situation to a Customer Service Representative, she said she would put a payment arrangement on my phone until October 16, 2015 to give Asurion time to credit my account; she then transferred me over to Asurion. Asurion told me again they credited my account on July 22, 2015 and aren’t sure why there is still a $99 balance, but they would look into it for me, I explained it needed to get cleared up by October 16th, so my phones don’t get disconnected and they told me it would be cleared up before then. I received notification today my phone still has a balance of $99 and if it is isn’t paid by tomorrow my phones would be disconnected. I contacted AT&T explained the situation to them and then they transferred me to Asurion, after being on hold and getting nowhere, I asked to talk to a Supervisor, she told me they don’t have Supervisor’s but they have a Care Solution Team member that could talk to me. I was on hold for 30 minutes, before I was able to talk to someone, she told me it is a billing problem, I would need to talk to AT&T, so they don’t disconnect my phone tomorrow. I explained to her AT&T transferred me over to her, so they could credit my account (something they were supposed to do almost five months ago). She said she would talk to the accounting department and it could take 7-10 business days, before they find out anything. I told her, “I don’t have 7-10 days; I am going to be out of town tomorrow for work doing an Audit and need my phone.” I explained to her again, AT&T needs to receive something from Asurion that you did receive my phone, so it doesn’t get disconnected tomorrow, she said they couldn’t do that it was a billing problem. After further discussion she transferred me back to AT&T to the collection department and I explained my situation again.
This is unacceptable and should not have happened! Asurion received the phone back according to my records May 28, 2015 their records June 2, 2015 and today is October 15, 2015 and they have still neglected to credit my account for some unknown reason!!! I have been a customer of AT&T for almost 20 years. I even transferred my cable, internet and home phone over from Cox to AT&T almost 2 years ago and this is how you treat me? Shame on you as a large Company to allow this to happen to me. I have complained to 3 supervisors in the past 3 months and have gotten nowhere!!! I should not have to stress over something that I have no control over!!! In the past three months this situation has caused me stress, excessive worry and high blood pressure where my doctor has recently had to up my milligrams on my blood pressure medicine. I want to be credited back my account for July 2015, when I was charged $40 to get my phones turned back on when it wasn’t my fault at all!!! I did what I was supposed to do; I returned the phone the very next day.
Recently I have looked at the Customer Reviews for Asurion and you should be ashamed of yourself for bad customer service. It is obvious you do not care about your customers or customer satisfaction and that is a shame!!! Although I have to say the two ladies I spoke with today from AT&T understood my frustration and were very friendly, the customer service representative and the collections lady. They deserve a job well done, for trying to diffuse the situation.
Asurion has proven to me you are not responsible and do not take responsibility for your actions. Integrity means doing the right thing at all times and in all circumstances, whether or not anyone is watching. It takes having the courage to do the right thing, no matter what the consequences will be. Building a reputation of integrity takes years, but it takes only a second to lose, so never allow yourself to ever do anything that would damage your integrity. Empathy is understanding a person’s experience and what it means to them; listening carefully and truly and hear what is being said. It is sad a large company like yourself does not demonstrate effective communication skills or good business skills!