Asurion phone claim, This company is a rip-off! Internet

10/08/2010

I got T-Mobile Service a few weeks ago. New 2 year plan. On OCt 8th I worked, visited a few stores and went out to eat. When i arrived to my girlfriends later that day, I realized my phone wasnt in my jacket where i though it was the whole time. I went back to the car and couldnt find it. Went back to the restaurant we had gone to earlier, wasnt there. Went back to the 2 other stores and mall stores we had visited, not there. So giving myself the benefit of the doubt i truly believed i must have left it at home somewhere. I live 30 min from my girlfriends and we were planning a movie night, i was staying the night. I decided not to worry about it and in the morning go back home and get it. (big mistake)

10/09/2010

Woke up saturday morning and went to eat breakfast, and made a few stops before getting home. To my surprize the phone was no where to be found. I immediatly called T-mobile to stop any service going to it so that i dont end up with a $200 bill if the person who took it had been using it. Nice lady at t-mobile stoped the service to that line and gave me asurion's phone number so that i can file my claim and get a replacement phone. She also told me that it would be $120 for a new phone. I was upset but there was nothing i could do about it. Being that i did not have the $120 and I was assured there was nothing used on the phone after friday evening and it was now shut off for service,  i decided to get the money together before contating asurion. 

 10/10/2010 

No phone for 2 days. After having to sell some stuff to get the money together, I called and they told me i could do it online and get next day shipping. I was happy i had signed up for the insurance plan the t-mobile rep urged me to get when at first i didnt want it. Mad emy claim online in 5 minutes, quick and easy. Message came up at the end to contact their customer service dept and wait 24 hours while the claim was being processed.

10/11/2010

24 hours later, No phone for 3 days. I Called the customer service dept after being place on hold for over 10 minutes and hung up on, i finally had a lady tell me that they were still looking into it. It was being reviewed. In fact she said they needed additional information. She asked me, "Was the phone used after it was lost?" I answered that it was not, since the t-mobile rep told me last date of any used calls was 10/08/10 evening, same day i noticed it missing and i also told her that as of saturday afternoon the phone was shut off for service. (even though the only person that has control over usage is the person who found it or stoled it, in my case this person didnt use it at all) She said she would submitt this information but it would take 24 hours for it to be reviewed and they will contact me.

10/12/2010

24 hours later, No phone for 4 days. No call, no email update from this insurance company. I visited T-mobile store to see what was going on. T-mobile rep said that Asurion is a 3rd party company and they have nothign to do with it? So after explaining my situation he assured me that i would be able to get a phone sent to me within the next few days. That I was signed up with the insurance and i followed the steps to get the claim submitted within the required days. He also offered me a loaner phone for $50. But i denied the offer since i barely had enought in my account for the replacement phone. I called Asurion after leaving the store and they are still reviewing my claim?.. NO FURTHER INFORMATION is required the lady said.

10/13/2010

Almost 24 hours later, no phone for 5 days! No call or email update from this company. I decided to go online and look at the status of the claim. Message says that they cannot complete my claim since it has been determined that my phone was used after the reported lost date. My reported lost date was 10/08/10. I made this report 10/09/10 to t-mobile and 10/10/10 to asurion. My phone was last used on 10/08/10 and i have t-mobile to back me up with this, also my usage information online i have access to!...

Bottom line, this company wants your money but when it comes down to it, they make it a long process and no service. The reps are rude and want to get you off the phone. I am going to T-mobile to cancel my contract since this is not acceptable. Even though T-Mobile has no blaim, this is not customer service and Asurions actions affect the phone providor. I lost my phone, im enrolled in insurance. What else needs to be known. I am not crying about the fee, i have been pretty patient. HELP!