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?