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d3cd3c's profile

Contributor

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1 Message

Sat, Dec 7, 2019 11:33 PM

Has AT&T increased insurance fee’s and plan without your authorization?

I recently checked one of my bills and noticed I was getting charged $8.99 for my protect advantage insurance for 1 premium which is normal as I signed up for insurance. I also noticed that I was getting charged a $6.01 fee for something called protect for 1 fee. I wasn’t sure what this was so I called customer service. The woman I spoke with stated that they changed the insurance fees and that insurance was now $15.00 per month. I checked online and saw that they still offered the 8.99 plan for people with one line such as myself. I told her that I never authorized this and asked if I could get it changed and reimbursed for the months that I paid for the additional coverage. The representative told me that she could not reimburse me and that she was unable to change my account back to the $8.99 plan.  I asked to speak to a manager and she told me that I couldn’t and the manager told her to transfer me to Assurion.  At this point I didn’t know what to say. Has anyone one else had this same issue?  How can they change my insurance plan without authorization and then not be able to change my plan back to what I originally had? This just doesn’t seem right to me and I’m thinking about canceling service just out of principle. ***MAKE SURE YOU READ OVER YOUR BILL.

Accepted Solution

ACE - Sage

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97.5K Messages

3 y ago

Asurion increased premiums.  At&t just passes along their billing.

 

New Member

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1 Message

Sure ok, the fees increased, but why does it have to be a separate charge that doesn't just demonstrate that this is what happened? Is there a difference in the meaning of the 8.99 and the 6.01 charge or are they just trying to hide the fact that there is an increase in cost so they can still tell customers they have a 8.99 insurance plan? I've been so frustrated with the way in which AT&T's billing isn't clear. They should have much better policies on making sure customers are informed about changes to billing and that the actual cost of items is what they say it is.

Constructive

Employee

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27.9K Messages

@racheldavidson again assurion changed the prices and bills it that way, at&t is just a pipeline to funnel your payment, at&t cannot adjust assurion billing nor refund you call assurion and ask them for a refund and the lower price. i pay my mortgage, insurance and taxes to my mortgage company if my insurance goes up i certainly wooulld expect my mortgage company to adjust or refund i would have to go to state farm. also assurion is the providor for all electronics and carriers, direct,dish,sprint,att, verizon,dvd players, any and all electronics that are sold with insurance is assurion

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

ACE - Sage

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97.5K Messages

@racheldavidson

Insurance options

At&t did send notices on the bill way back when insurance changed price.

The unholy alliance has created a new plan with extra benefits. The combined option is cooperative. I think they should have offered open enrollment and given a choice, not a 50% increase. Asurion and at&t (and verizon) are doing it this way.

I dont think insurance is a good value for the money (not even at $8.99) and you can cancel any time.

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

Award for Community Excellence 2021 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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2 Messages

2 y ago

The AT&T Rep lied to you as they usually do most of the time. The Protect 1 Fee is just an extra service to speak to a tech or have storage. You just reminded me I need to remove that becuase I have 4 lines and only pay $8.99 for another phone and the $6.01 for my phone which I don't need. It isn't an increase by Assurion the $8.99 covers that as Assurion sent us a notice what their fees would be ahead of time.

Constructive

Employee

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27.9K Messages

@a6502c68 you are seriously mid informed

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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2 Messages

Mid informed?

It's a separate fee because AT&T offers Pro Tech "Expert" Support. Unlimited Photo and Video Storage and ID Notify.

ASSURION does not offer that. They are an insurance company. The only thing Assurion offers is an extra claim 3 in 12 months, unlimited battery replacement and $29 repair fee for glass as opposed to $49 with the $8.99.

So the question was why is AT&T charging an extra $6 separate fee because AT&T is offering a separate service.

It is not needed and can be removed because $8.99 still covers two replacements and repairs a year.

I know this because an Honest AT&T rep stated the difference and said it was not needed if we don't need those extra services when the fee was only $2.99 extra years ago and it was also listed separate back then in 2011.

The other (Edited per community guidelines) fee is the Administrative fee

(edited)

ACE - Sage

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97.5K Messages

It's AT&T padding. AT&T used to offer the locker, and address book for free for everyone. They stopped offering those storage options and purged its contents two or three years ago. There was no reason for these because Public Storage from Google are free.


Protech support is a 24/7 support line, using the app. I don't know anyone who needs Professional tech support for their cell phone but can't get it by calling the regular AT&T line during the day. And is it worth $6 a month? Naw.

Nope. Switching customers to a more expensive insurance plan that is not comprable to what they were paying or paying for is dirty pool.

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

Award for Community Excellence 2021 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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1 Message

2 y ago

ATT over charged my for over a year continuing to charge for single device coverage after i signed up for multi device coverage. ( I paid for multi and single simultaneously, dumb me for not looking at my bill). When they changed to Pro Tec they did the same , signed me up for single device Pro Tec, then convinced me to get a multi device Pro Tec deal to cover all devices, then continued to charge me both the old single device Pro Tec and the Pro Tec for 4 (multi) . When i discovered this and called i was given the usual Guantanamo technique of transferring from one division over to the next for 1.5 hours then only to have the call dropped. Eventually i was told it was policy that they could only go back 3 months to credit overcharges on there part despite the clear and obvious overcharges on billing statements for over 17 months. My advice is put aside 10-15 dollars a month and insure yourself and buy your devices cash (unless you have to have the latest phones etc). I've been an ATT customer for well over 15 years , and i'm done with these rip off artists. Just because you steal 3-15 dollars a month at a time doesn't make it right and you should at least pay back what you stole (accidentally or not ) IN FULL. ATT customer service rep justification is "you should have looked at your bill, to bad for you". One very disappointed soon to be former ATT customer.

ACE - Sage

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97.5K Messages

It's your job to review your bill. AT&T has the workforce millions of Bill's you have one. Only you know exactly what your bill should and should not have on it

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

Award for Community Excellence 2021 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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1 Message

2 y ago

Like other disgruntled long term ATT customers,I’m just finding out I’ve been getting skimmed for the extra $6.01 fee I’ll never use too,but only because I’m looking into a whole different thing going on with my data.Im not a big streamer or downloader of video or music and basically do the same (Edited per community guidelines) online since forever... always seems when thy decide to up my data that somehow I miraculously use more..I was always able to keep it under 3G a mo,,they upped it to six my usage went up according to them and every once in a while hit me with $15 Charges until I call and they still say I used that muchbut then agree take it off my bill...finally they upped my plan to 9.25G and I thought I had a good cushion now they said I used 11G and want $38 extra....they’re either padding my freakin data or ive been hacked? Theres no way I used 11G of data this month!...freakin airway robbery

(edited)

New Member

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1 Message

1 y ago

We went "paperless" long ago.  Paid bill via bankdraft.  Just today noticed a $25.97 monthly charge for "Protect Advantage Insurance for 4" plus another $14.03/mo charge for "Protect Advantage Support Services for 4" bringing total MONTHLY charge for this service to $40.00.  I have no recollection of signing up for this, and AT&T says only that it was included in the "terms and conditions" which we signed 5 years ago.  There's no way I ever agreed to pay $480 per year for insurance on our phones.  Those charges are unauthorized.  I asked that they be returned to us, and AT&T refused.  Unless they provide me with evidence that I explicitly authorized those charges, I will pursue a refund & file complaint with FCC.   That's a family of five, paying nearly $400/mo to AT&T for 15 years... and they've lost me, forever.

Constructive

Employee

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27.9K Messages

1 y ago

Read your terms of service they are only responsible for a max of 3 months billing errors but if you haven’t paid attention to your bill then the error is on you 

Former Employee

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1.8K Messages

1 y ago

@MisterSir That's how much insurance is for 4 phones. It is $40 a month for protech advantage insurance. This is not a billing error. If you did not want insurance you should have cancelled it years ago. 

ACE - Sage

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97.5K Messages

1 y ago

@MisterSir

How do you know your bills are correct unless you read them? I auto pay absolutely everything, and everything I have is paperless as well. But I still log on once a month and read through to make sure I recognize everything. There is a limited amount of time for you to correct errors.

Insurance is paid to Asurion, they're the ones who provide you with replacement devices if your device is damaged, lost or stolen. Not AT&T. AT&T is not going to refund because Asurion is not going to refund either.

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