AT&T not honoring price quote on AT&T insurance
Purchased IPhone6 October 29, 2014 with insurance from AT&T rep. (Have a receipt to prove phone and insurance purchase) Sales person stated we would receive the phone by mail to our address within 3 business days. We finally received the phone in late December 2014. We were told by the salesperson that our bill would go down if we changed from the unlimited plan we were on to a limited share plan. I kept waiting in good faith for the bill to go down. It just continued to go up every month.
In March of this year (2015) I began looking over the bills to see what could be wrong or why the bill was not less than before as promised. On April 6th I could not figure out why the bill was more than before and I also noticed that the insurance for the phone we purchased in October was not on our bill. I called AT&T to try and resolve the billing issue and the insurance issue.
AT&T stated that the billing was correct, there was nothing they could do on that. But that they did see that we purchased insurance on phone number [edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.] back in October and that it is not on our bill currently. They said they didn't know why that happened but their mistake, so they will get it added back on right away. I said ok and conversation was ended.
On April 28th the phone fell out of pocket and the screen cracked. I was unsure of how to file a claim, since we have been with AT&T over 9 years and have not ever filed a claim, so I got on a chat online with AT&T to find out exactly how to go about it and what all was involved. The online agents were very nice. They looked up my account (3 phones & 1 tablet), told me how to file the claim, and sent me the claim forms via email. They also stated I asked them if there was going to be a deductible. Agent: "Yes.....It depends on the device you have". I let the agent know the device and number. Agent: "Gotcha! And since you never filed any insurance claim before rest assure that you will get a discount on the deductible Anthony. This discount is being discussed with our insurance team....." Agent:" I have now confirmed that you will be just paying $99 instead of $199." Agent:" Originally the IPhone6 deductible is $199 but since you never filed a claim you will get a discount and then you will just pay $99.
I filed the claim. They came back and said the claim was denied because the IME numbers didn't match with the phone I bought. They later called back and fixed that problem (again, their mistake) and told us to refile the claim. Which I did. They came back and said the claim was approved with a $199 deductible. I explained the chat with the agent online previously.
AT&T and insurance stated things like:
You would have had to of had the insurance for more than 7 months to file a claim. Explained we had only had that phone for 6 months, impossible to have insurance on a phone before we buy it. When we stated we were going to start recording the conversation, they changed the amount of time to 6 months. But then stated that we had only had the insurance since April 6th. I explained the issue with AT&T and how they added the insurance back on because of their mistake, but we purchased the insurance for that phone on October 29, which was 6 months ago.
Others stated we had to have the $9.99 a month instead of the $6.99 insurance to get the declining deductible discount. Which that is not true either. The ONLY difference between the 6.99 and the 9.99 insurance is that the 9.99 insurance offers the added technical help and AT&T Mobile Locate app. They both have the declining deductible discount.
AT&T stated that it was their fault the insurance disappeared from our account. But used it over and over again to tell us we had to pay a $199 deductible instead of the $99 deductible.
I asked insurance why would I pay a $199 deductible to get the screen fixed when I can take it down to the apple store and get it done same day for $120? They stated that if I took it somewhere else to get it repaired, it would void the insurance with them and we would no longer be able to get future repairs from them because of the outside repair on phone. So basically pay them $199 or else.
We have been long time loyal customers to AT&T. We were quoted a price from AT&T and AT&Ts; insurance and it was confirmed at $99 deductible. But it is not being honored.
We have spent hours upon hours on the phone to straighten this out. But AT&T always says to contact insurance to fix it, and insurance always refers us back to AT&T to fix the problem.
They have both stated that if we DID have insurance from October 29th until April 29th (when the claim was filed), 6 months....that the $99 declining deductible WOULD apply. But because of AT&Ts; mistake of not having the insurance on our account that entire six months, we do not qualify for the discount. (AT&Ts; FAULT!!!!)