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tracievh's profile

Contributor

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2 Messages

Wed, Jul 19, 2017 6:34 PM

Opted for Insurance when purchased, Now no insurance coverage?

Ordered a new phone online and opted to pay for insurance on the phone. Got my new phone and never thought much about it again. I have my order confirmation where it shows my selection for insurance, and that it will be billed monthly for $7.99. My bills are paid each month by auto draft. I've been a customer for nearly 10+ years. Never had an issue.

 

Until, my phone is damaged and call to make an insurance claim only to find out the insurance plan I choose to be billed for monthly, was never applied to my account. 

 

My husband has spent 5+ hours on the phone with support. First time they gave him an email address to forward them the order receipt so they could see that we did order insurance. Emailed that off and no reply. Someone was supposed to call back, but no one called. Called the next day, and was told they had no record of the call. When he asked for an email to forward the order receipt again,  he was told, 'Its against our company policy to give out email address'. ???  And once again was told a supervisor would call back, but we never got a call. Constant run arounds, being put on hold, and 24 hour policy changes about email? Something is very fishy. Worst customer service experience I have EVER had with AT&T. The total lack of willingness to resolve this matter is astounding. 

 

To me, the right thing to do would be to say, 'Sorry, we don't why it was not applied. Our fault.' I am happy to pay the $7.99 for each month it was not applied, but to flat out deny any wrong doing, give me nothing but a run around, and no return calls is insulting. Do they want to lose customers? Because that is what is about to happen here. 

 

Anyone else have this happen and if so were you able to get it resolved?

Contributor

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2 Messages

5年前

order.jpg

ATTHelp

Community Support

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189.5K Messages

5年前

Hello @tracievh,


Thank you for reaching out the Community Forums! I do apologize the insurance concern hasn’t been resolved after contacting us multiple times. This is definitely not the experience we wish any of our customers to have, and I’d be happy to help in any way I can!


In order to better assist, please send us a private message to @ATTCares with your full name, phone number and IMEI number of the affected device. Any additional information you wish to provide will be appreciated.


I look forward to continue assisting and proving options to rectify this situation. In the meantime, please enjoy the weekend!


Anabel, AT&T Community Specialist

ACE - Sage

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96.4K Messages

5年前

@tracievh

This might make you feel better about NOT having insurance.....The insurance deductible starts at $225.  If you bought the iPhone 7 in September, it had declined to $168 (after 6 months).  The insurance option will replace your phone with a refurbished phone.  The insurance screen repair option of $89 is not available for the newest phones - including the iPhone 7.  

The cost of having Apple replace your screen is $150

So in the end you are $8 a month ahead toward the cost of out of pocket repair.  Rather than $8 a month pkus $168 insurance claim.  

It is often discussed in the forum if insurance is financially reasonable.  I decided not back when lines fees were $10 and Insurnace was still $8 a month.  That's nuts.  In 20 years and many phones, only 3 were a loss.  But I saved over $5,000 in premiums. 

 

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