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Mon, Sep 28, 2020 2:15 PM

My phone was stolen and a claim was filed, I recovered the phone. Now what?

My phone was stolen and I filed a claim. This was a few weeks back. I lost my phone that was sent as a replacement which has disappeared. I called a couple of days ago and opened up a claim on the recovered phone and paid $29.00 to get the screen fixwed because that's how it was returned to me... Now after fixing the phone the IMEI is blocked because it was a stolen phone. have I not paid for the phones I have gotten and now that one has returned why can I not use it? 


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Community Support


136.1K Messages

19 days ago

Thanks for letting us know, @Thiagocross.

We're glad to hear you recovered and repaired your device.

Since you filed a claim you will need to contact asurion for help removing the network block, which was placed on the device when you reported the loss.

Take care!

Keny, AT&T Community Specialist

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ACE - Sage


78.4K Messages

19 days ago

When you file a claim with insurance and get a replacement phone, Asurion Blacklists your lost or stolen phone. 

The only way to reverse The Blacklist on your original phone would be to return the one that Asurion sent you as a replacement. 

Since you no longer have the replacement phone to return to Asurion, they cannot cancel or reverse your claim. Which means they most likely will not remove The Blacklist from the phone on which you originally made a claim.

    You will have to pay the deductible anyway. 

     Big mess. 

Not AT&T issue, you must try and resolve with Asurion. 


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