Tutor
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4 Messages
Insurance deductible creating additional billings on my account
In August my wife broke her Galaxy S6 Edge+ and since she has insurance for it, she requested for a new one. AT&T sent her a replacement Edge+ but it turned out it was a refurbished phone, she didn't like it so we sent it back right away. AT&T have since confirmed receipt of the phone yet have still not removed the $150 insurance deductible which they billed to us for the phone. It has been 3 months now and every time I call AT&T they push the blame to the insurance guys and I get transferred to the insurance guys who then transfer me back to AT&T and it's been going on like that for 3 months now. The $150 has been showing as a negative balance on my account and now they have begun billing us for having a negative balance.
Has anybody had a similar issue and how did they resolve it please because I have just about had it.
formerlyknownas
ACE - Sage
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117.2K Messages
8 years ago
ATT does not insure your phone. Insurance if from Asurion and they have to remove the charge.
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xwill316
Tutor
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4 Messages
8 years ago
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xwill316
Tutor
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4 Messages
8 years ago
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MicCheck
ACE - Expert
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14.2K Messages
8 years ago
Actually, they did cause that amount on your bill. AT&T paid Asurion, so it wants the money back from Asurion before removing it from your account.
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xwill316
Tutor
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4 Messages
8 years ago
I forgot to mention that Asurion confirmed the payment was returned to AT&T on September 19. AT&T still insisted they had not seen it. Anyway, I called customer service last night and told them I had had enough. They eventually took it off and refunded the charges.
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Busternutt
Professor
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3.2K Messages
8 years ago
Glad you finally got satisfaction. I was about to suggest getting ATT and Asurion on a 3-way call to let the two of them duke it out until someone (ATT) came to their senses.
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