Rugged Mountain Outfitting

Initial Business Response / [redacted] (***0, 13, 2016/03/22) */ March 22, [redacted] Case # [redacted] Dear [redacted] : In reference to your complaint with the Revdex.com, I would like to offer my apology that your experience with Asurion did not meet your expectations Asurion is the administrator for the [redacted] , which is available as an added service through [redacted] The program is administrated by AsurionUnder the plan, if a subscriber's wireless device or standard in box accessories are lost, stolen or damaged, the subscriber may make a claim by calling Asurion's toll-free telephone number or online at [redacted] According to your complaint filed with the Revdex.com, you stated the following: You were charged a $ [redacted] non-return equipment fee for unreturned equipment that you stated was returnedWhen you contacted [redacted] to dispute the matter, you were advised that it would take to business days for the issue to be correctedThat was back on January 31st, and as of February 12th, the credit was not reflected on your accountThis caused for you to have late fees on your rent and powerThe desired resolution listed in the complaint is to have the money back on your account and a compensation for the late fees that you incurred as result of this matter Your replacement order history reflects that on September 17, 2015, a request was initiated onlineThe request was completed on December 4thDuring the request process you were advised that the defective device had to be returned to the [redacted] ' fulfillment center within daysOn January 31, 2016, a $ [redacted] non-return equipment was charged on your credit card due to the fact that the defective device was not received at the [redacted] ' fulfillment center on or prior to the expected return date of December 19, On January 31st, you contacted [redacted] to dispute the non-return equipment charged on your credit card indicating that the defective device was returnedThe [redacted] ' representative reviewed your request history and according to [redacted] tracking number [redacted] , the defective device was received at the [redacted] ' fulfillment center on January 15thThe representative updated the request information and requested for the credit adjustment in the amount of $ [redacted] to be processedYou were advised that the credit adjustment could take up to business days for it to be reflected on your accountOur records show that the credit adjustment was processed and completed on February 15thThis satisfied a portion of the desired resolution listed in the complaint According to the terms and conditions of the [redacted] : Return of Replaced Equipment/Non-Return Charge Covered Equipment approved for replacement, other than Covered Equipment replaced due to loss or theft, must be returned to Us at Our shipping expense in the return mailer included with Your Replacement Equipment within fifteen (15) daysThe Covered Equipment We replace becomes property of [redacted] and You hereby assign to Us all rights and benefits of any manufacturer's warranty or other ancillary coverage relating to any Covered Equipment that We replaceIf We do not receive Your original equipment within fifteen (15) days, You will be charged a non-return equipment fee up to $ [redacted] plus any applicable taxesIf We provide Replacement Equipment to You as a result of the loss or theft of Your Covered Equipment and You later find or recover the Covered Equipment, You must return it to Us as directed in this ContractCall [redacted] to request a prepaid return mailerIn [redacted] , loss or theft is not a covered Failure We will not honor your request to receive a compensation for the late fess that you incurred as a result of this matterPlease note that due to the fact, as stated in the terms and conditions, the defective equipment not been returned within days after the request was completed, the $ [redacted] non-return equipment fee charged on your credit card was a valid chargeThe [redacted] representative did submit the request for the credit adjustment to be processed the same day after it was confirmed that the defective equipment was received at the [redacted] ' fulfillment center We strive to provide an amicable resolution within the policy terms and conditions to each subscriber's concerns whenever possibleThe guidelines that we are following regarding your concern has been explained to you in this letterThe continual payment of the monthly service fee indicate your acceptance of the terms Please feel free to contact [redacted] at [redacted] if you have any other concerns or questions Regards, [redacted] Asurion Insurance Services [redacted] Initial Consumer Rebuttal / [redacted] (***0, 15, 2016/03/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) First off took over a month to recieve after they reversed it.also it was showing returned prior to the charge as per [redacted]

Initial Business Response / [redacted] (1000, 5, 2016/10/24) */ October 24, [redacted] Dear [redacted] In reference to your complaint with the Revdex.com, I would like to offer my apology that your experience with Asurion did not meet your expectations According to your complaint filed with the Revdex.com, you stated the following; "Replacement device received not functioning properly I got a mobile handset device protection Plan for my [redacted] mobile phone From AsurionI was paying monthly insurance fees of around $ [redacted] towards the monthly insurance feesLast year my phone device started malfunctioning, and I got a replacement device from Asurion under my insurance agreementI also paid further $***+taxes (one time fees)for the replacement deviceHowever the replacement device also started giving lot of problems since last couple of monthsThe speakers don't work and screen freezesVolume is also not audible while using headphonesAlso sometime the phone keeps on shutting itself and we have to remove the battery to restart againI took the device to local [redacted] Repair center and they told me that the replacement device seems to be refurbished one and I need to contact my insurer for replacementI send couple of emails and even filed the online form to Asurion customer serviceThey never replied or contacted me backI then eventually called on October 17th at the Customer Service centerI explained them my issues, but they expressed their inability to replace/fix my phone deviceThey said that I don't have active account with themHowever, I told them that since the replacement device falls under one year warranty, they should still honor the claimThey said that they are unable to help me in any way and I have to keep the faulty devicePlease help us, as we trusted Asurion and paid lot of monthly insurance charges and also one time fees of $***+taxesKindly help us replacing the faulty device at the earliest." The desired resolution listed in the complaint states as follow: "I want my faulty mobile phone device to be replaced." We regret the inconvenience and frustration this may have causedUpon receiving your complaint I attempted to research your concerns with the information you providedI was unable to locate any claims or transaction initiated under your nameIn order to assist I will need to obtain from you the phone number, claim number and wireless service provider in order to investigate your concernsPlease feel free to contact me at the number listed below [redacted] Regards, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/10/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thanks [redacted] for response The phone number against which claim was made was [redacted] The service provider was [redacted] The Service Request id against which claim was made was [redacted] You can call me on my cell # [redacted] for any further questions Thanks [redacted] Final Business Response / [redacted] (4000, 10, 2016/11/02) */ November 2, [redacted] Dear [redacted] We are in receipt of the claim information you provided through the Revdex.com on October 25, Your service request history reflects that on October 17, 2015, you completed a service request for a [redacted] The request was completed and the replacement device a [redacted] was delivered on October 28thOn October 17, 2016, you contacted Asurion to report that was experiencing technical malfunctions with the replacement device that you receivedThe representative advised that the device could not be replaced under the warranty because your service agreement was terminated Upon receipt of the additional information, I forwarded your service request history to the Asurion's Verifications Group for reviewDuring the subsequent review the Verification Specialist found that based on the warranty requirements, you did qualify for a replacement because you reported the matter within year of receiving the replacement deviceThe representative contacted you on November 2, 2016, and completed the warranty replacement orderYou were advised that the replacement device would be delivered within or daysThis satisfied the desired resolution listed in the complaint We apologize for the level of customer service you stated that you had experienced and assured you that this is not characteristic of the quality or reliability of our servicesI also, let you know that we appreciate you let us know about your experience because any feedback from our subscribers assists us in coaching our reps for improved customer service in the future Please feel free to contact me at the number listed below if you have any other concerns or questions Regards, [redacted] Final Consumer Response / [redacted] (2000, **, 2016/11/07) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2017/07/17) */ July 17, [redacted] Ottawa, [redacted] Case # [redacted] Dear [redacted] , In reference to your complaint with the Revdex.com, I would like to offer my apology that your experience with Asurion did not meet your expectations Asurion is the administrator for the Device Protection Plan, which is available as an added service through [redacted] The program is administrated by AsurionUnder the plan, if a subscriber's wireless device or standard in box accessories are lost, stolen or damaged, the subscriber may make a claim by calling Asurion's toll-free telephone number or online at www.phoneclaim.com According to the complaint filed with the Revdex.com, you stated the following: "Someone as Asurion put my phone on the blacklist after the matter had been resolved.On June 8th my phone [redacted] was put on the blacklist by [redacted] because I reported my phone stolen and made a claim with AsurionThen the phone was found and returned to me and I called Asurion to cancel the claim and I attended the [redacted] Store and the phone was taken off the blacklist in MINUTES and my phone returned into service.I was told by Asurion to refuse the phone and it would be sent back and the charge to my credit card reversedFair enough and when I checked my [redacted] bill the charge had been reversed.On June my phone stopped working and I got in touch with [redacted] and after an hour or two of dealing with those bozo's I was told Asurion put my phone back on the blacklist.I attended the [redacted] store and was told it was Asurion who put the phone on the blacklistThis made no sense as my credit card had been charged and then the charge was reversed and I considered the matter closed.The [redacted] Store contacted Asurion and I was told it will take to hours to remove my phone from the blacklistNOT ACCEPTABLE and I want serious compensation for the time and effort I had to put in only to NOT get my phone turned back onWhen [redacted] took it off the blacklist it took MINUTES.I want to know why my phone was blacklisted considering the matter had been dealt withWhy do I have to wait to hours to have my phone turned on when Asurion had no authority to put the phone on the blacklist.I am so angry and frustrated by the level of incompetence from Asurion and [redacted] that I am expecting serious compensation!" The desired resolution listed in the complaint states as follow: "I want my phone turned back on and I want serious compensationYou have no right to upset me this way [redacted] had the phone removed from the blacklist in MINUTES and the Bozo from Asurion made some comment about having to contact a team leader in programming to have it removed from the blacklistWhat a bunch of BS!" Your claim history reflects on June 7, 2017, you initatied an online claim for a stolen [redacted] under the wireless number ending in ***The terms of the claim was accepted and a payment of the service fee was authorized to your debit/creditThe next day, you contacted Asurion stating that you found the claimed device and requested to cancel the claimThe representative informed you that they could not cancel the shipment and instructed you to refuse the packageYou agreed to refuse the package and requested a refundShortly after, the refund request was approved On June 12th, the replacement device was held at a [redacted] On June 20th, you contacted Asurion stating that the claimed device electronic serial number (ESN) was again placed on the negative list after it was removed from the negative list on June 8thThe representative stated that they would submit a request to have the ESN released from the negative and explained that the request may take up to hours for the release of the ESN On June 21st, you again contacted Asurion stating that the claimed device ESN was still listed on the negative list and mentioned that you were going to file a formal complaintThe representative advised that they would submit a second request to have the claimed ESN released from the negative listShortly after, the request was submitted On June 22nd, you contacted Asurion stating that you refused the package and that the claimed device ESN was still on the negative listThe representative advised that they would submit a third request to have the claimed ESN released from the negative listShortly after, the request was submitted On June 23rd, the replacement device was returned to Asurion's fulfillment center On June 26th, the replacement device's ESN was scanned into Asuiron's system On June 27th, you again contacted Asurion stating that the claimed ESN was still on the negative listThe call was escalated to Asuron's Care Solution Team (CST)The CST reviewed your claim and stated that the replacement device was not returned and the call disconnectedThe CST representative forwarded your claim to Asuiron's Office of the CEO (OCEO) for reviewLater that day, an OCEO representative reviewed your claim and confirmed that the replacement device was returned to Asurion's fulfillment centerShortly after, the OCEO representative submitted a third request to have the claimed device's ESN removed from the negative list On June 28th and June 29th, an OCEO representative contacted you and left a voice message with their contact information On July 5th, an OCEO representative contacted you and left a voice message informing you that the claimed device required a new sim cardShortly after, you contacted Asurion stating that you replaced the sim card, however, you could not activate the claimed deviceThe call disconnected before the representative could transfer the call to Asurion's Office of the CEO On July 7th, an Asurion representative reviewed your account and confirmed that the claimed device ESN was removed from the negative list According to Asurion's record, on July 11, 2017, Asurion Office of the CEO contacted you to address your concernsThe representative apologized for your experienceShortly after, you stated that you no longer wanted to discuss this matter with the representative and the call was disconnected before the representative could provide you with an amicable resolution Upon receipt of your complaint, I researched your concernsBased on my research, I discovered that due to a processing error this caused Asurion's request to have the claimed device's ESN placed on the negative list after it was removed from the negative list on June 8thThis error has been identified and correctedOn July 7th, Asurion reviewed your account and confirmed that the claimed ESN was removed from the negative list On behalf of Asurion I apologize for any inconvenience you may have experienced as a result of this matterBe assured that your experience is not representative of the quality and/or reliability of the service Asurion strives to provide and that your feedback will be looked at as a process improvementCustomer satisfaction is the ultimate measurement of our success and your feedback is instrumental in identifying opportunities for continuous improvement If you would like to discuss an amicable resolution for the above desired resolution please feel free to contact me at (615) [redacted] I am available Monday through Friday between the hours of 9:30am to 4:00pm CST Regards, [redacted] P [redacted] F [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/07/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have left out details I put in my letter and try to condense my letter by editing it to make the matter seem less important than it was They fail to mention that it took from June to July to get my phone off the blacklist causing me great inconvenienceThey also fail to mention that each of the several times I called I was told it would take to hour to have the phone returned to serviceTheir constant apologizing means nothing, it's a corporate scriptTheir actions never once resulted in a solution to the problem I recorded all the conversations with Asurion and when I play them back for friends it's a repeat of the previous phone call almost word for word, hence the reference to the script I have taken the matter to the Small Claims Court and unless Assurion wants to pay me $ [redacted] for their actions, then I will deal with them in court I am also going to put up a website so people can hear the conversations I had with these is Final Business Response / [redacted] (4000, 9, 2017/07/25) */ July 25, [redacted] Ottawa, [redacted] Case # [redacted] Dear [redacted] , We are in receipt of your rebuttal with the Revdex.com ("Revdex.com") filed on July 18, In your initial complaint you stated the following: "Someone as Asurion put my phone on the blacklist after the matter had been resolved.On June 8th my phone [redacted] was put on the blacklist by [redacted] because I reported my phone stolen and made a claim with AsurionThen the phone was found and returned to me and I called Asurion to cancel the claim and I attended the [redacted] Store and the phone was taken off the blacklist in MINUTES and my phone returned into service.I was told by Asurion to refuse the phone and it would be sent back and the charge to my credit card reversedFair enough and when I checked my [redacted] bill the charge had been reversed.On June my phone stopped working and I got in touch with [redacted] and after an hour or two of dealing with those bozo's I was told Asurion put my phone back on the blacklist.I attended the [redacted] store and was told it was Asurion who put the phone on the blacklistThis made no sense as my credit card had been charged and then the charge was reversed and I considered the matter closed.The [redacted] Store contacted Asurion and I was told it will take to hours to remove my phone from the blacklistNOT ACCEPTABLE and I want serious compensation for the time and effort I had to put in only to NOT get my phone turned back onWhen [redacted] took it off the blacklist it took MINUTES.I want to know why my phone was blacklisted considering the matter had been dealt withWhy do I have to wait to hours to have my phone turned on when Asurion had no authority to put the phone on the blacklist.I am so angry and frustrated by the level of incompetence from Asurion and [redacted] that I am expecting serious compensation!" In your rebuttal you indicated the following: "They have left out details I put in my letter and try to condense my letter by editing it to make the matter seem less important than it wasThey fail to mention that it took from June to July to get my phone off the blacklist causing me great inconvenienceThey also fail to mention that each of the several times I called I was told it would take to hour to have the phone returned to serviceTheir constant apologizing means nothing, it's a corporate scriptTheir actions never once resulted in a solution to the problemI recorded all the conversations with Asurion and when I play them back for friends it's a repeat of the previous phone call almost word for word, hence the reference to the scriptI have taken the matter to the Small Claims Court and unless Assurion wants to pay me $ [redacted] for their actions, then I will deal with them in courtI am also going to put up a website so people can hear the conversations I had with these is!" As stated in my previous response, an Asurion Office of the CEO (OCEO) Representative contacted you on July 11, 2017, to address your concernsDuring the conversation, you mentioned that you no longer wanted to discuss this matter with Asurion and the call was disconnected before the representative could provide you with an amicable resolutionUpon receipt of your initial "Revdex.com" complaint Asurion responded to your complaint and instructed you to call me directly to discuss this matterTo date, Asurion has not received a call back from you Please note that we received your rebuttal on July 18, after you advised our OCEO representative that you no longer wanted to discuss this matter with us therefore we did not reach out to you to discuss a possible resolution Our records indicate on December 10, 2014, a Welcome Letter was mailed to you at the address listed on fileThe Welcome Letter included a copy of the Device Protection Plan Contract, which explains the complete terms and conditions of the programThe Device Protection Plan Contract fully outlines the monthly cost of the program, applicable deductibles, how to file a claim, claim limits, and other pertinent disclosures including that the coverage may duplicate other insuranceThe Device Protection Plan Contract states the following provision regarding the concerns listed in your complaint: The Device Protection Plan does not cover: (1) Incidental or consequential damages, unforeseen and unforeseeable damages at the time of this Contract, or indirect damages where the failure to perform the obligation does not result from Our intentional or gross fault Please note our policy does provide compensation for incidental or consequential damagesTherefore, Asurion will not honor your request for compensation in the amount of $ [redacted] On behalf of Asurion I apologize for any inconvenience you may have experienced as a result of this matterBe assured that your experience is not representative of the quality and/or reliability of the service Asurion strives to provide and that your feedback will be looked at as a process improvementCustomer satisfaction is the ultimate measurement of our success and your feedback is instrumental in identifying opportunities for continuous improvement Please feel free to contact me at the number listed below if you have any other concerns or questions or would like to discuss a possible resolutionI am available Monday through Friday between the hours of 9:30am to 4:00pm CST Regards, [redacted] P [redacted] F [redacted] Final Consumer Response / [redacted] (4200, 11, 2017/07/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) It was your companies fault my phone was put on the blacklistYou reps kept telling me to hours for the phone to be taken off the blacklistMy phone was put on the blacklist on June and it wasn't until the 6th of July my phone was put back into serviceSee you in court

Initial Business Response / [redacted] (1000, 5, 2017/06/29) */ (Please see attached) Initial Consumer Rebuttal / [redacted] (2000, 7, 2017/06/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2017/05/17) */ May 17, [redacted] Case # [redacted] Dear [redacted] In reference to your complaint with the Revdex.com, I would like to offer my apology that your experience with Asurion did not meet your expectations Asurion is the administrator for the Device Protection Plan, which is available as an added service through ***The program is administrated by AsurionUnder the plan, if a subscriber's wireless phone or standard in box accessories are lost, stolen or damaged, the subscriber may make a claim by calling Asurion's toll-free telephone number or online at www.phoneclaim.com According to your complaint filed with the Revdex.com, you stated the following: "I continue to receive calls and letters after confirmation that return devices receivedI purchased the [redacted] Device Protection plan through [redacted] (and authorized [redacted] dealer)The plan is provided by AsurionMy phone died in mid-March and I contacted Asurion (as per my [redacted] dealer)They opened a claim and send me a replacementThe replacement was defectiveI then called them back and received a new replacementThe second replacement worked but was a different model (I had a [redacted] 5x and was replaced with [redacted] **)This has ended up costing me more as I now had to buy new accessories and casesI saved the tracking numbers and both phones were confirmed delivered by the end of MarchHowever, on April 9th I received an automated phone call on behalf of Asurion from OnProcess Technologies saying that I had not yet returned my deviceI immediately called them the same day and they confirmed they had received both returnsI thought I was doneOn April 25th, I received a letter (Dated April 17th and postmarked same day) that I needed to return the device by April 23rd or I would be sent an invoice for $ [redacted] dollarsToday (May 7th) I phoned them and spoke with someone in the "***'s Office"She told me that there was nothing they could do about the letters or the callsShe told me that if I received anything else that I could ignore itI asked to be removed from any contact from them now that they confirmed (for a second time) that the devices were both receivedShe told me that she could not do thatShe said they have no way of taking me out of their automated processesI told her that she doesn't know what she is talking aboutI work in the telecom industry supporting multi-million dollar phone systems and I know for a fact that automated dialers are all able to filter out and/or remove numbersThe same should happen with their mail systemShe tried to tell me that she didn't believe it was they who had sent the message but I read it to herShe also tried to say it was sent before the devices were received but since it was dated April 17th that was a lieI do not feel it is safe to ignore anything from them as I expect to eventually be billed $ [redacted] and that I will end up taking a hit to my credit if I don'tI do not feel this company to be honest or have any sort of integrity as they cannot even confirm that they can take me out of their collections process." The desired resolution listed in the complaint states as follow: "I would like three things from thisI want 100% confirmation that I will not be billed for the replacement charge of $***I want to get confirmation that I have been removed from and all collections notificationsI want no further communication from this company and I intend to cancel their service ASAPBut do not want to do so until I have resolved this issue for fear of further retribution." Your service request history reflects that on March 20, 2017, you contacted Asurion to report that you were experiencing technical malfunctions with your [redacted] 5xThe service request was completed and the first replacement device was delivered on March 21stShortly after the replacement device was delivered you contacted Asurion to report that the device that you received was not working properlyA warranty replacement order was completed and it was fulfilled with an [redacted] as comparable device which was delivered on March 27th On May 7th, you contacted Asurion to report that you received multiple communications from Asurion indicating that the malfunctioning devices has not being received at our fulfillment center and if the devices were not received Asurion would charge a non-return fee to your accountThe matter was escalated and you spoke with a representative from the Office of the [redacted] (***)The [redacted] reviewed the claim information and confirmed that the malfunctioning devices were received and you would not be charged a non-return feeThe [redacted] representative explained that the notification letter and automated phone calls, are sent or made as a reminder in order to prevent for a non-return fee being charged on to the customer's accountYou were also instructed to ignore any future communicationsYou requested for your phone number to be removed from the automated call listThe [redacted] representative explained that your number could not be removed from the automated call listYou threatened to file a complaint against Asurion and the call ended On May 11th, an [redacted] representative contacted you in order to address your concernsThe [redacted] representative apologized for the inconvenience and restated that the malfunctioning devices were received at our fulfillment center and a non-return fee would not be charged to your accountThe representative also mentioned that they would confirm that your claim information was properly updated in order for your number be removed from the automated phone call listYou were instructed to allow up to days for the request to be completed Upon receipt of the complaint I reviewed your service requestRecord shows that the two malfunctioning devices were receivedThe service order information was updated and you would not be charge a non-return fee and will not receive any other communication regarding this matter We apologize for any inconvenience that this may have causedI assure that this is not the quality and reliability of our serviceWe appreciate you let us know about your experience, any feedback from our customers assist improve the quality of service Please feel free to contact me at the number listed below if you have any other concerns or questions Regards, [redacted] SrCompliance Coordinator Phone [redacted] Email [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2017/05/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) So far I have been removed from their call list and have not received anything further

Initial Business Response / [redacted] (1000, 5, 2017/09/29) */ September 29, [redacted] Case # [redacted] In reference to your complaint with the Revdex.com, I would like to offer my apology that your experience with Asurion did not meet your expectations Asurion is the administrator for the Device Protection Plan, which is available as an added service through ***The program is administrated by AsurionUnder the plan, if a subscriber's wireless phone is lost, stolen or damaged, the subscriber may make a claim by calling Asurion's toll-free telephone number [redacted] or online at [redacted] According to the complaint you filed with the Revdex.com, you state the following: "The Asurion will not allow you to access necessary documentation to complete your service requestThe page produces an error message and simply loops I have been trying to complete a claim to have my wife's phone repaired (cracked screen on a [redacted] -weeks old)We started the process over the phone and was told they'd send an email to complete the process I received the email (with links and a case number) but when I attempted to complete the process; which included filling out the affidavit, the website generated an error message that put me in a perpetual loop I called Asurion and was informed that I needed to complete the form and the only way they could send it to me was through fax or a link....which takes you back to the same website loopThey were unable to send me the form as a file attachment via email and I do not have access to a fax machine This problem has persisted for close to weeks nowLast night we visited the [redacted] store to see if they could get us access to the affidavitThey attempted to complete the process through the Asurion website and experienced the same issue (unable to complete the process)They then called Asurion and put me on the line with another rep who explained that on top of the fax or link option to receive the documentation, they could also send it by physical mailI opted for this as the other options are not feasible or simply don't work At this stage, I am concerned that our repair/replacement window will close before we even receive the documentationI am also concerned that Asurion will not honour our contract once that window closes even though the issue is clearly with their website!" The desired resolution listed in the complaint states as follow: "I need Asurion to email me the affidavit in a format that I can access-not as a link to a defunct website and not via fax (as most Canadians do not have access to a fax machine any longer) I need them to guarantee that the phone will be repaired/replaced as per ourthe service we pay them for I would like to receive a discount on the deductible cost of the phone (currently $***) for the inconvenience this has caused and the time and effort I've put in to have this resolved." Your service request history reflects: On September 10th, you initiated a claim through Asurion's Integrated Voice Recognition (IVR) system for a damaged for a [redacted] under wireless number ending in [redacted] with a loss date of September 10th During the claim process you were informed that claim documentation, which included a signed claim affidavit form and a copy of a government-issued photo ID was required in order to continue with the claim process On September 16th, you contacted Asurion because you were having problems accessing the claim affidavit form on Asurion's website and you were advised by the Asurion representative that the documents were required in order to process your claim On September 16th, you contacted Asurion and stated you were still having issues accessing the claim affidavit on Asurion's website and the representative offered to mail you the claim affidavit form and you accepted On September 19th, the requested documents were received, reviewed and approvedAn email was sent to you to inform you the documents had been approved On September 20th, a representative from Asurion office of the CEO (OCEO) contacted you to assist with your claim and you completed itWhen you expressed your dissatisfaction about your claim being delayed, as a gesture of good faith and to ensure a better claim experience, the OCEO representative offered to send you a $ [redacted] gift card and you acceptedYou were advised you would receive the gift card within 3-business days On September 21st, the [redacted] replacement device was delivered at the address on file On September 25th, a representative from Asurion office of the CEO (OCEO) followed up with you regarding your claim and you stated your issue had been resolvedThis provided the desired resolution listed in your complaint We apologize for any inconvenience that this may have causedWe make a commitment to our customers to make the handset insurance process easy and convenient, and we truly regret that this was not so when you contacted us Please feel free to contact me at the number listed below Monday through Friday between 8:00am and 4:00pm CST if you have any other concerns or questions Regards, [redacted] Compliance Coordinator Phone [redacted] Email [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2017/10/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) Asurion was able to rectify the issue after a formal complaint was filed through the Revdex.comTo date, I have received additional phone calls from their office trying to 'complete the process' with meI have informed both agents that the matter was resolved and that their records need to be updated to reflect that

Initial Business Response / [redacted] (1000, 15, 2016/04/19) */ April 18, [redacted] Case # [redacted] In reference to your complaint with the Revdex.com, I would like to offer my apology that your experience with Asurion did not meet your expectations [redacted] (***) is an added service provided by [redacted] (***)Under the plan, if a subscriber's wireless phone fails due to defects in parts & workmanship beyond the manufacturer's warranty or fails due to wear and tear, suffers a power surge or is lost, stolen or accidentally damaged, the subscriber may make a claim by calling [redacted] According to the complaint filed with the Revdex.com, you stated the following: "I would like to bring this in your attention that I am current customer of Asurion CompanyAlthough I have all the proof of payments that I have been making for my services and additionally my cellphone provider is able to confirm all the details that Asurion requires to replace my lost deviceAsurion has rejected my requestTherefore I would like to file a complaint against Asurion and get my services up the level I have paid forI would appreciate that if you could look into this matter." The desired resolution listed in the complaint, states as follow: "I would just like to get my replacement [redacted] " Upon receipt of the complaint filed with the Revdex.com, we reviewed your enrollment and request historyYour enrollment history reflects that on December 24, 2015, you elected to enroll in the [redacted] (***), your wireless line ending in ***Your claim history reflects that on [redacted] , you initiated a replacement request for a malfunctioning [redacted] During the requested process you were requested to provide a copy of the Proof of Purchase for the defective device and your government issued photo I.DThe requested documentation was received and reviewed on March 16thAfter the review was completed the request was voidedAccording to the [redacted] device usage history for your account, there was no valid airtime registered with the reported malfunctioning device after you requested the enrollment in the [redacted] programThe call was escalated and you spoke with a representative from the [redacted] (***) to whom you expressed your concerns regarding the reason your request was voidedThe [redacted] representative explained that request was voided according to the terms and conditions of the [redacted] program since there was no airtime registered on your account after the enrollment in the [redacted] program Please be advised that the [redacted] program terms of service are provided to the subscriber at the time it was initiated the wireless service through themOur record shows that on [redacted] , a Welcome Letter was mailed to [redacted] On [redacted] Included with this mailings was a copy of the program terms of services which stated the following: Definitions (2) "Covered Equipment" means the Wireless Phone, [redacted] Device or Smartphone excluding any SIM card, identified by Serial Number identified on your Plan contract and which is activated for wireless telecommunications service on Your account with [redacted] at the moment of Failure (provided this occurs on or after the Effective Date) and for which air time has been logged by ***Covered Equipment does not include any SIM card inserted into or accompanying the Covered Equipment, nor any wireless phone or device into which You may insert the SIM card that was installed in or accompanied the Covered Equipment The information provided above indicates that the [redacted] program terms of service were provided to you in a timely matter in order for you to review themIn the terms clearly indicates that in order for the wireless device must have logged airtime on ***'s network after the enrollment in the [redacted] program in order to be considered Covered equipment, which in this instance that did not occurTherefore, we will not honor your request for a replacement device to be providedThe continual payment of your monthly fee indicates your acceptance of the terms We strive to provide an amicable resolution within the terms and conditions to each subscriber's concerns whenever possibleThe program's guideline we are following regarding your concern has been explained to you in this letterIf you have additional information from your wireless carrier that shows usage on this device after enrollment into the [redacted] program please contact me at any of the contact information listed below for me to assist you If you have any other concerns or questions, please feel free to contact [redacted] at [redacted] Regards, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 21, 2016/04/28) */ 1) I have read the detailed response from the Asurion Consumer Solutions of CanadaI would like to advice you that I am not satisfied with their response as my Carrier [redacted] did confirm the registered usage on my device with the same sim cardWhen this verbal confirmation was provided the Asurion Consumer Solutions of Canada representative was on three call me and [redacted] representative 2)The address residence and email address Asurion Consumer Solutions of Canada claiming that they sent me fine prints regarding their protocols and terms and conditionsUnfortunately it is not my address there is mistake in Asurion Consumer Solutions of Canada system I have never received their terms and condition policiesI have never resided in [redacted] in entire lifeAlso like to pint this out when I can [redacted] or Asurion Consumer Solutions of Canada they do have my correct address in file and cant understand why they sent papers to wrong address Thank you Best regards [redacted] Final Business Response / [redacted] (4000, 23, 2016/05/03) */ May 2, [redacted] Case # [redacted] We are in receipt of your rebuttal with the Revdex.com filed on [redacted] According to the rebuttal you filed with the Revdex.com, you stated the following: "1) I have read the detailed response from the Asurion Consumer Solutions of CanadaI would like to advice you that I am not satisfied with their response as my Carrier [redacted] did confirm the registered usage on my device with the same sim cardWhen this verbal confirmation was provided the Asurion Consumer Solutions of Canada representative was on three call me and [redacted] representative 2)The address residence and email address Asurion Consumer Solutions of Canada claiming that they sent me fine prints regarding their protocols and terms and conditionsUnfortunately it is not my address there is mistake in Asurion Consumer Solutions of Canada system I have never received their terms and condition policiesI have never resided in [redacted] in entire lifeAlso like to pint this out when I can [redacted] or Asurion Consumer Solutions of Canada they do have my correct address in file and cant understand why they sent papers to wrong address." On [redacted] , I responded to your original complaintIn my response I explained that your enrollment history reflects that on December 24, 2015, you elected to enroll in the [redacted] (***), your wireless line ending in ***Your claim history reflects that on [redacted] , you initiated a replacement request for a malfunctioning [redacted] The replacement request was voided because according to the [redacted] device usage history for your account, there was no valid airtime registered with the reported malfunctioning device after you requested the enrollment in the [redacted] programUpon receipt of the complaint filed with the Revdex.com, we conducted a subsequent of your replacement request information and it was confirmed that there was no valid airtime registered with the reported malfunctioning device on your account after the enrollment in the [redacted] programTherefore, the replacement request was voided according to the [redacted] terms which states that "Covered Equipment" means the Wireless Phone, [redacted] Device or Smartphone excluding any SIM card, identified by Serial Number identified on your Plan contract and which is activated for wireless telecommunications service on Your account with [redacted] at the moment of Failure (provided this occurs on or after the Effective Date) and for which air time has been logged by ***." In addition, our record do shows that the [redacted] program terms of service are provided to the subscriber at the time the service was initiated with the wireless service through themOur record shows that on [redacted] , a Welcome Letter was mailed to [redacted] On [redacted] The communications were sent to the address provided from [redacted] at the time of enrollment in the [redacted] programIncluded with this mailing was a copy of the program terms of servicesAlso, the terms of the program could be obtained at [redacted] There are no record that valid airtime was logged with the defective device after the enrollment in the [redacted] programAs you stated in the rebuttal, if you have additional information from your wireless carrier that shows usage on this device after enrollment into the [redacted] program please contact [redacted] directly with the related information in handThe [redacted] 's representative would review and confirm if there was usage registered on your account with the defective device after the enrollment in the [redacted] programHaving the information validated would assist in processing your service request Regards, [redacted]

Initial Business Response / [redacted] (***, 20, 2017/10/16) */ October 16, [redacted] Case # [redacted] Dear Mr [redacted] In reference to your complaint with the Revdex.com, I would like to offer my apology that your experience with Asurion did not meet your expectations Asurion Services, LLC (Asurion), is an administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other providerAsurion offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience Asurion strives to provide world class customer serviceEach call or letter that comes into Asurion regarding concerns or issues relating to our service plan(s) is thoroughly investigated According to your complaint filed with the Revdex.com you state the following: "Here is the On Apr 23, I signed on with [redacted] for a year wireless planI chose [redacted] Galaxy Sas the cell phone and paid $ [redacted] upfrontI went through Wireless etca company that operates in [redacted] warehouse in Langford, BCThe salesperson gave me the option to buy insurance in case the phone gets damagedThe insurance policy is called ExcellencePlus, a protection plan sold by Asurion for $ [redacted] and offers years protectionIt offers phone replacement in case the phone is "accidentally damaged from handlingDrops, spills and cracked screens"I bought the plan as my last phone was damaged after a dropMoving forward to Sep 2017: I accidentally dropped my phone (was in the packet of my shorts and dropped as I was exiting my car)The back cover is shattered with damage to the camera and sensorAs per the instructions from a manual that I had received when I bought the plan, I registered my device at www.asurion.com/excellenceplusI then called [redacted] and spoke with an agentAfter explaining the damage to the phone the agent put me on hold as he was "going to check if we have this model of phone in inventory"He came back after a minute or so and told me that unfortunately this model of phone is not in stock and "they do not know when it will be in stock"He then gave me two options: I get the phone repaired and send them invoiceThey will then send me a cheque within business daysOr I send them the damaged phone and they will send me a cheque for ~$ [redacted] in about business daysAs I am not sure if the damage is superficial or if there are internal parts that are damaged, I preferred the option of replacing the phone as this was the big attraction when I bought this planI asked them when the phone will be in stock and the person told me he had replaced the same phone for "couple of other people just today" and that it is my bad luck that the phone is out-of-stockI told him I will call back again in couple of days to check the availabilityHe said "I don't recommend this as we don't know when the stock will come"I told him I will call regardlessThis was on Sep I have called 8-times since then and I get the same script: - Phone is not in stockCouple of times the agent did not even bother checking and told me immediately regarding unavailability of the phone- They just replaced the same phone for other customers "just today"My bad luck continues." The desired outcome states: "Replace my phone with a same model phone or higher in a timely manner." A review of the service history for the 2-year Protection Plan ("Plan") you purchased on April 16, 2016, has been completedOn September 19, 2017, you contacted Asurion to file a claim for your damaged [redacted] cellular phoneDuring the claims process you were informed that your claimed device was not currently available and that there was no eta on when it would be availableAs a result you were offered the Retail Repair Reimbursement (RRR) option of having the phone repaired and providing Asurion with the receipt for reimbursement or provide you with a cheque for the suggested retail price (before any discounts) of that product, including taxes to return to the retailer to purchase a replacement productYou declined these option and decided to wait until the phone came in stock On October 5th, you called Asurion to check the status of the phones availabilityThe representative apologized and explained that the claimed device was still unavailable On October 12th, Program Specialist, [redacted] spoke with you to address your concernsDuring this conversation, [redacted] explained the terms of the coverage and explained the possible alternativesAlthough you had concerns about a delay in being reimbursed, you accepted the RRR optionOnce we received the receipt from the repair, we will process the refund request and you should receive the cheque within 7-business days We hope you find the outcome satisfactory and sufficient to fulfill the resolution sought in your complaintHowever, please feel free to contact me using the number below if you have any additional questions or concernsI am available Monday through Friday between the hours of 9:00am to 4:00pm CST Regards, [redacted] SrCompliance Coordinator Phone [redacted] Email [redacted]

Initial Business Response /* (1000, 5, 2017/03/13) */
March 13,
***
Case #***
Dear ***
The *** (***) provides *** on wireless mobile phones and certain phone accessories to the customers of
***The program is administrated by ***, *** and underwritten by *** (a *** member company) Under the terms of the program, if a subscriber's wireless phone is lost, stolen or damaged, the subscriber may make a claim online at *** or *** or by calling ***'s toll-free telephone number at ***, or by visiting a local *** Service and Repair Center for basic in-store repairsCustomers of *** who want to optimize their device experience may purchase the *** ("***P") program, which not only includes ***, but also includes mobile security and expert technical support
According to your complaint filed with the Revdex.com you stated the following:
"My son lost his phone and they are not replacing itI been calling and they keep saying that I don't have ***,
Then I need to cut the serviceI need my phone repHe is going to college and needs his phone ungently."
According to your complaint filed with the Revdex.com you stated the following
"Get the phone replace, and get credit for my time lost."
A review of your claim enrollment history reveals that wireless number ending in *** was enrolled in ***'s *** (***P) on December 20,
Your claim history reflects the following claims filed under wireless number ending in ***:
Claim ***:
On February 21, 2017, you initiated a claim through *** for a lost *** with a loss date of February 11thAn Adjuster reviewed and denied your claim because the *** *** was active on your *** account after you reported it lost
On February 22nd, *** sent you a claim denial notification to you at the email address provided during the claim process
Claim ***:
On February 22nd, you contacted *** and spoke to a claims representativeYou initiated a claim for a lost *** with a loss date of February 14thYou were informed that your claim was placed under review
On February 23rd, an Adjuster reviewed and denied your claim because the *** *** was active on your *** account after you reported it lostThat same day, a claim denial notification was sent to you at the email address provided during the claim process
Claim ***:
On March 2nd, you contacted *** and spoke to a claims representativeYou initiated a claim for a lost *** with a loss date of March 2ndYou were informed claim documents, which included a claim affidavit form and copy of a government-issued ID, was required in order to proceed with the claim process
On March 4th, *** received the required documents and your claim was placed under review
On March 5th, an Adjuster reviewed and approved the claimThat same day, you completed the claim online by paying the required $*** deductible with a debit/credit card
Our records indicate that a Welcome Letter was mailed to you on file on *** Additionally, a Program Change Notification was sent to you on ***, The Program Change Notifications include a copy of the ***, which explains the complete terms and conditions of the *** programThe *** fully outlines the monthly cost of the program, applicable deductibles, how to file a claim, claim limits, and other pertinent disclosuresThe *** states the following provision regarding the concerns listed in your complaint:
IIEXCLUSIONS
Losses and causes of loss excluded below are excluded regardless of any other cause or event that
contributes concurrently or in any sequence to the lossWe will not pay for any losses, or for any losses
directly or indirectly caused by or resulting from any of the events, conditions or causes of loss identified
below:
AIndirect or consequential Loss, including loss of use; interruption of business, loss of market, loss of
Service, loss of profit, inconvenience or delay in repairing or replacing lost or damaged Covered Property
VIDUTIES IN THE EVENT OF A LOSS
AIn the event that your Covered Property is lost or stolen, you must notify your wireless service provider as soon as possible to suspend service
Upon receipt of the complaint you filed with the Revdex.com, I researched your concernsMy research revealed that according to ***'s records, the claimed device was in use on your account after the loss dates that you provided to ***Therefore, claim #*** and #*** were denied correctly***'s records show claim #*** was approved and completed on March 5th***'s tracking number *** show that an *** replacement was delivered to you at the address provided during the claim process on March 8th
According to the terms and conditions stated above, *** will not pay for any indirect or consequential loss, including inconvenience or delay in repairing or repairing or replacing lost or damaged Coverage PropertyTherefore, *** will not honor your request for a credit
Please feel free to contact me at the number listed below if you have any other concerns or questionsI am available Monday through Friday from the hours of 9:30am to 6:00pm CST
***
*** - ***
***
Initial Consumer Rebuttal /* (***0, 7, 2017/03/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
yes, finally got the phone replaced, now I can have peace of mind,
thank you so much for your help

Initial Business Response /* (1000, 8, 2016/11/22) */
***
On behalf of Asurion, please accept this letter in response to your inquiry filed with the Revdex.com of The
Atlantic Provinces, under the above referenced file numberI would like to offer my apology that your experience with Asurion did not meet your expectations
Asurion Consumer Solutions of Canada Corp(Asurion), is a provider of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other providerAsurion offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience
Asurion strives to provide world class customer serviceEach call or letter that comes into Asurion regarding concerns or issues relating to our service plan(s) is thoroughly investigated
According to your complaint filed with the Revdex.com you stated the following:
"As per coverage plan, defective phone would be replaced hours after claim is filedClaim has been filed since SundayToday, still without phone.10/29/- phone (***) has not been able to charge10/30/- Took phone to *** on***I was told if I call #*** before 4pm, I would get a new phone next day.10/30/- called before 4pmTalked to ***Was told phone is on back orderThe best thing to do is asked for a refundI did not agreeI was asked if I wanted to go ahead and wait for a phoneI answered yesThat required a $*** deductibleProvided my credit card10/30/- Went back to *** on *** They said perhaps the refund would be best10/31/- Called backTalked to ***He said there is no phoneI asked to talk to a managerWas put on holdThen was told that he was going to escalate but it would take days before a manager call me backI said ok, start the escalation but I will call back.10/31/- Called back at night, spoke to *** (very nice)He informed me that I would get a refund of $***I decided to take the refundI provided my email address which he repeatedHe said that I would receive an email within two hours, providing me with the tracking info to send the phone back so that I can get the refund.11/2/- 7:30PM - Went back to *** on***Explained the situation to the manager at the cell phone boothHe called AsurionA mistake was made in my email addressProvided the correct email addressI was to receive an email with the tracking info within hours.11/2/- 9:45pm - Still no emailI decided to call backThis time, I used the french lineAnother mistake was made in my email addressI asked the lady on the phone to spell the email addressAt this point, I said how is my name spelled in your file? She apologized, she put me on hold but she can do anything because they emailed this twice already but cannot email it another timeShe is going to escalate again but it will take two days before a manager will call me backOn Monday, I was told days before a manager calls meNo callOn Wednesday, I am told days again before a manager calls me againI told the lady on the phone that their customer service is very poorIt is really deplorable that when I had to pay for this warranty, everyone was all smileNow that it is time to honor what's in their contract, I am getting the run aroundAgain, she apologized*** (***)***
The desired resolution listed in the complaint states as follow:
"After giving me the run around, I want to receive, as promised, the email with the tracking info at *** asap so that I can get the refund of $*** that was promised to meI am waiting for this refund to buy a new phoneThis needs to be done ASAP."
A review of your service history for the service plan you purchased has been completedThe research revealed that on October 30, 2016, you contacted Asurion to submit a claim for an *** mobile deviceThe claim notes from that day reflect that the claimed device was not available and the claim was placed on backorderOn October 31st, you contacted Asurion and was advised that the claim would be fulfilled by processing a reimbursement check in the amount of the full retail price of the claimed deviceA prepaid return label would be provided and once the damaged device was received at the fulfillment center the reimbursement check would be mailedBetween the dates on November 2nd, through the 7th, you contacted Asurion to report that the prepaid return label was not received as it was expectedOn each occasion a new return label was sent by email
Record shows that on November 9th, the claimed damaged device was received at the fulfillment centerOn November 10th, the reimbursement check in the amount of $*** was processed and sent by mail to youThe check could take up to business days for it to be deliveredThis satisfied the desired resolution listed in the complaint
I can assure you that we understand how important it is for subscribers to stay connected with others at all timesWe are always striving to obtain sufficient supply of devices in order to fulfill the subscriber's claims in a timely mannerHowever there are times in which supply constraints exist, as occurred here with the supply of (***) devicesTherefore, the claim was originally placed on backorderWhen you contacted Asurion on October 31st, and expressed your concerns regarding the claim being placed on backorder, an offer to reimburse you for the price paid was made and a check was processed and mailed to youThis would facilitate the opportunity for you to purchase a new deviceUnfortunately, due to the incorrect email address it delayed the reimbursement processOnce the email address was corrected, the reimbursement process was completed and the check was sent by mail
We regret the inconvenience and frustration this may have caused and appreciate that you let us know about your experience because any feedback from our customers would assist improve the quality of service
Please feel free to contact me at the number listed below if you have any other concerns or questions
Regards,
***
Initial Consumer Rebuttal /* (3000, 10, 2016/11/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
***
A promise was made, and on the basis of that promise, I bought the plan
A promise was also made in regards to receiving UPS tracking note within two hours, TWICE
***
*** *** *** (***) ***
Now, another promise was made: I was to receive the reimbursement by the 25thWell, guess what? Still nothing - no reimbursement yet, and today is the ***
N***
***
Final Business Response /* (4000, 21, 2016/12/20) */
***
I am writing in response to your rebuttal on December 14, 2016, to Asurion's reply to your Revdex.com complaint on November 22,
Asurion Services, LLC (Asurion), is the administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other providerAsurion offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience
According to your rebuttal to Asurion original response to your complaint you stated the following:
"To this day, I have not received a reimbursementI am not sure how this matter can be resolvedThe only way I would be satisfied is if I received the amount promised in the beginning, which is $*** ***"
On November 22, 2016, I responded to your original complaintIn my response I explained that record showed that on November 9th, the claimed damaged device was received at the fulfillment centerOn November 10th, the reimbursement check in the amount of $*** was processed and sent by mail to youOn November 28th, it was requested for a new reimbursement check to be generated in the correct amount of $***The request was completed and the check was mailed to *** on December 1stIt could take up to business days for it to be delivered
Upon receipt of your rebuttal a subsequent review of your claim information was completedRecord shows that on December 1st, it was reported that the $*** reimbursement check that was processed on November 28th, was the incorrect reimbursement amountUnfortunately the check was not mailed as it was expectedOn December 1st, a new request was submitted for a reimbursement check in the amount of $*** ($*** + $*** tax) to be processedThe request was completed on December 8th, and on December 10th, the check was sent by mail to the address listed in the complaintPlease allow to business day for the check to be delivered
We apologized for any inconvenience that this may have causedPlease feel free to contact me at the number listed below if you have any other concerns or questions
Regards,
***
Final Consumer Response /* (2000, 23, 2016/12/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have received and cashed cheque of $***Please note this is the only cheque I received
Thank you

Initial Business Response /* (1000, 5, 2016/12/23) */
***
Dear ***:
In reference to your complaint with the Revdex.com, I would like to offer my apology that your experience with Asurion did
not meet your expectations
Asurion is the administrator for the ***, which is available as an added service through ***The program is administrated by AsurionUnder the plan, if a subscriber's wireless phone is lost, stolen or damaged, the subscriber may make a claim by calling Asurion's toll-free telephone number *** or online at ***
According to the complaint you filed with the Revdex.com, you state the following:
"I have been waiting over a month for a new envelope to arrive to return my old phone and receive a refund on my credit cardOn November 18, 2016, I noticed a charge on my credit card for $*** from Asurion MonctonI had received a new phone in the summer of I was not aware that such a charge would be made to my account, thus I didn't return my old phone and used it for other purposesWhen I noticed the charge was made, I immediately called Asurion to see if I could receive a refund if I returned my old phoneIt was confirmed that I couldI did not have the original envelope to return my old phone, thus asked for a new oneI was told to wait 3-business days to receive itWhen I didn't receive it after a week, I called and had another one sentThen again the following week, and again the following weekApparently, according to their records, envelopes have been sent, yet I have not received anyEach time I called, I confirmed with the employee that should I return my phone, I will get a refund on the charge to my credit cardGiven that I have been waiting over a month for my envelope to arrive to return my phone to receive this refund, ***
The desired resolution listed in the complaint states as follow:
"I want an envelope to be delivered to my house so I can receive a refund for the amount that was taken from my credit cardI understand that they cannot refund my money until they have my old phone, but if I don't have an envelope, I can't send them my old phone."
Your service history reflects that on August 15, a service order was initiated for a damagedThe service order was processed and the replacement device was delivered on August **thOn November 11th, a $*** non return fee was charged on your account, because the damaged device that you reported and it was replaced was not returned to Asurion within the timeframe allotted in the program termsOn November 18th, you contacted Asurion and requested for a return label to be sent to you in order to return the damaged device and receive a refund of the $*** non-return fee charged on your accountBetween the dates of 21st, through December 19th, you contacted Asurion and reported that the prepaid return label was not received as it was expectedOn each day the representatives submitted the request for the prepaid label to be mailedIn some occasions per your request the label was mailed to *** and in other occasions to ***As of today record does not reflect that the damaged device has being received at the *** fulfillment centerTherefore, we would not be able to credit the $*** non-return fee charged on your account until the device is returned
Since the last prepaid return label was mailed on December 19th, please allow to business days for it to be deliveredOnce the device is received we would submit the request for the $*** to be credited on your account and it could take up to billing cycles for it to be reflected
Please feel free to contact me at the number listed below if you have any other concerns or questions
Regards,
***
Initial Consumer Rebuttal /* (3000, 7, 2017/01/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for getting back to me
In regards to the addresses, I requested that an envelope be sent to two addresses after the first two or three did not arrive to the original addressUnfortunately, I have yet to receive any envelopes from the numerous times I have contacted the company
After I contacted Revdex.com, I called Asurion again, and they told me they would email me a return address within to hoursI never received this email, nor any envelopes
After another week of nothing, I called again, and requested to get the return address over the phoneThis took almost an hour***
It has taken over a month for me to get this address after asking for an alternative sending method after not receiving any envelopes or emailsThis is incredibly poor customer service
Final Business Response /* (4000, 9, 2017/01/09) */
January 9,
***
***
Dear ***:
We are in receipt of your rebuttal with the Revdex.com filed on January 2,
According to the information provided in your rebuttal states as follow:
"Thank you for getting back to meIn regards to the addresses, I requested that an envelope be sent to two addresses after the first two or three did not arrive to the original addressUnfortunately, I have yet to receive any envelopes from the numerous times I have contacted the companyAfter I contacted Revdex.com, I called Asurion again, and they told me they would email me a return address within to hoursI never received this email, nor any envelopesAfter another week of nothing, I called again, and requested to get the return address over the phoneThis took almost an hour*** It has taken over a month for me to get this address after asking for an alternative sending method after not receiving any envelopes or emailsThis is incredibly poor customer service."
On December 2016, I responded to your original complaintIn my response, I explained that between the dates of November 21st, through December 19th, you contacted Asurion and reported that the prepaid return label was not received as it was expectedOn each day the representatives submitted the request for the prepaid label to be mailedIn some occasions per your request the label was mailed to *** and in other occasions to ***
Upon receipt of the rebuttal, we reviewed the service request historyRecord shows that on January 6, 2017, it was confirmed that the claimed device was received at the fulfillment center and the request for the $*** to be refunded was submittedYou were advised that it could take up to business days for the credit to be reflected on your accountThis satisfied the desired resolution listed in the original complaint
We apologize for any inconvenience that this may have caused and assure that this is not characteristic of the quality and reliability of our serviceWe appreciate that you let us know about your experience since any feedback will assist improve the quality of service
Please feel free to contact me at the number listed below if you have any other concerns or questions
Regards,
***
Final Consumer Response /* (2000, 11, 2017/01/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although I have still yet to receive any envelopes, I was able to send in my device myselfI received a $** Visa Card for my troubles which covered my expenses of mailing it outI am still waiting on my refund, however, I do understand that it will take a few days to go through

Initial Business Response /* (***0, *3, 20*5/*2/*8) */
December 17,
***
Dear ***,
On behalf of Asurion, please accept this letter in response to your inquiry filed with the Revdex.com of The
Atlantic Provinces, under the above referenced file numberI would like to offer my apology that your experience with Asurion did not meet your expectations
*** ***
Asurion strives to provide world class customer serviceEach call or letter that comes into Asurion regarding concerns or issues relating to our service plan(s) is thoroughly investigated
According to your complaint filed with the Revdex.com you stated the following:
Your daughter purchased a year protection plan for her cellular phoneWhen she called to have the phone replaced there was a $** fee but there was a problem with Asurion accepting her credit card paymentYour daughter was advised the $** service fee would be waived for the inconvenience but it was notNumerous telephone calls were made to Asurion by you and your daughter but the claim remained incomplete for more than weeks and the supervisors you and your daughter spoke with were not helpfulYou were both advised that a replacement phone would be sent to her once her claimed phone was received by AsurionAs of the date you filed your complaint, no replacement was received by your daughter
The desired resolution listed in your complaint is to receive a replacement phone since the cellular phone your daughter claimed has been received by Asurion.*** *** ***
A review of your daughter's service history for the service plan she purchased has been completedThe research revealed a claim being initiated on October 17th and a label mailed to ***The claim notes from that day reflect Asurion having no new replacement devices to ship to your daughter and her asking how long she would have to wait to receive a new replacement deviceThe claim is further noted that she should receive a return call on Monday, October 19th regarding when there would be devices available to shipNotes reflect when she did not receive a call back she called Asurion on October 22ndNotations in the claim are present related to her credit card not going through for the service fee and a gift card was offered for her inconvenienceNotes on October 30th reflect your daughter not receiving a label to send her mobile device into Asurion and another label being sentUPS label*** triggered a payment of her claim on November 13thClaim payment was made to your daughter on November 20th in the amount of $*** which is the purchase price of the mobile device plus tax
We spoke on December 14th after Asurion Compliance received your Revdex.com complaintI apologized for any inconvenience and advised you this is not characteristic of the quality or reliability of our servicesI also, let you know that any feedback from our customers assists us with improved customer service in the futureWhen I advised you the terms and conditions of the service plan you purchased for your daughter's mobile device did not cover paying her monthly wireless bill or inconvenience you told me you were promised a month of her wireless service would be paid and an additional $*** would be sent for customer satisfactionI advised you I would need to complete further research regarding your statement
Additional research revealed two separate notations in your daughter's claim notes, one on October 23rd and one on the 30thThe notes related to compensation for inconvenience and the $** service fee being waivedAlthough compensation for loss of time, loss of pay or loss of use of your daughter's mobile device is not provided for under the terms and conditions of the service plan she purchased for her daughter's mobile device, a decision was made to provide her with a check for $*** for the $** service fee, a month of her wireless bill at $** and a $*** customer courtesy
We spoke again on December 16th and I advised you of the decision listed above and that a check for $*** would be forth comingWe value your daughter as a customer and sincerely want to apologize that the plan your daughter purchased for her mobile device did not meet her needs and for any inconvenienceAfter speaking with you further, it was determined that the $** service fee should not be refundedA check in the amount of $*** will be issued to your daughter and should be received in to business days
I hope this response provides you with the necessary information to close out this complaint filed against AsurionIf I can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ***
Regards,
***
P *** F *** ***
Initial Consumer Rebuttal /* (2000, *5, 20*5/*2/*9) */
(The consumer indicated he/she ACCEPTED the response from the business.)
*** I will see if I get the cheque that was promised a month ago*** was very sincere and I thank her for finally finishing this for us

Final Consumer Response /* (2000, 6, 2016/03/11) */
The insurance company respond to my claim and sent the device replacement yesterday and I'm happy with thatI have to pay for the service fee as the contract requires ***
***

Initial Business Response /* (1000, 5, 2017/07/24) */
July 21,
***
Case# ***
***In reference to your complaint with the Revdex.com, I would like to offer my apology that your experience with Asurion did not meet your
expectations
According to your complaint filed with the Revdex.com, you stated the following:
"Asurion is the insurer for my ***, which was damaged by waterAsurion has not replaced the phone and does not know when they can do soAsurion has failed their contract obligations by refusing to replace my phone within 3-business daysThey also cannot indicate when they might be able to replace the damaged ***"
We regret the inconvenience and frustration this may have causedUpon receiving your complaint, I attempted to research your concerns with the information you providedI was unable to locate any claims initiated under your name or the wireless number providedIn order to assist I will need to obtain more information from you to investigate your concerns
Please contact me at your earliest convenience to the number listed below, Monday through Friday from 9:00am till 4:00pm CST
Regards,
***
Compliance Coordinator
Phone ***
Email ***

Initial Business Response /* (1000, 5, 2017/06/28) */
June 28,
***
Case #***
Dear Mr***,
In reference to your complaint with the Revdex.com, I would like to offer my apology that your experience with
Asurion did not meet your expectations
Asurion is the administrator for the Device Protection Plan, which is available as an added service through ***The program is administrated by AsurionUnder the plan, if a subscriber's wireless device or standard in box accessories are lost, stolen or damaged, the subscriber may make a claim by calling Asurion's toll-free telephone number or online at www.phoneclaim.com
According to the complaint filed with the Revdex.com, you stated the following:
"Received defective phones in a row customer service is no help and no one is taking responsibility to send me a working device! I lost my phone on the 22nd of May so I put in a claim, I was forced to downgrade to a lower model phoneThey have sent me defective devices consecutively since then and will not take responsibility and send a working deviceI am extremely dissatisfied as I still don't have a working phone after paying a *** dollar deductible! I have also been accused of not returning devices as they don't keep track of what gets sent back to them, I have Canada post statement which show they were delivered and signed for! On the 11th I was promised by the customer services rep that I would receive a new device for my troubles but on Jun they told me they couldn't honour this and sent another defective refurbished unit!"
The desired resolution listed in the complaint states as follow:
"Send me a working device so that I can use my mobile services!"
You claim history reflects on May 20, you filed a claim for a damaged *** ending in International Manufacturer's Equipment Identification (IMEI) #*** on the wireless number ending in During the claim process you expressed your concerns with the replacement fee and the comparable devices offeredAs a result your call from transferred to a Care Solution Team (CST) representativeThe CST representative apologized explained the terms or the service agreementYou accepted the comparable device completed the claim by accepting a *** Edge ending in ***, proving your shipping address and paying the required replacement fee
On June 5th, you contacted Asurion because the replacement device began to malfunctionA reshipment was completed for a 2nd *** Edge ending in IMEI #***
Between the dates of June 11th and June 18th, you contacted Asurion to have 3rd replacement device sent to you as the 2nd *** Edge also began to malfunctionDuring this time you request that a "new" device be sent to you, not one that was remanufacturedA 3rd *** Edge ending in IMEI #*** was sent to you
Upon receipt of your complaint, a review of you claim was conductedBased on the replacement history on June 22nd a Customer Satisfaction representative contacted you to offer you an Advance Purchase for Reimbursement (***) option to purchase a new device from your local *** retailerThis option was accepted and you were informed that the check should arrive within 3-business days and Asurion records reflect that the 1st and 2nd replacement device have been returned to Asurion
On behalf of Asurion I apologize for any inconvenience you may have experienced as a result of this matterBe assured that your experience is not representative of the quality and/or reliability of the service Asurion strives to provide and that your feedback will be looked at as a process improvementCustomer satisfaction is the ultimate measurement of our success and your feedback is instrumental in identifying opportunities for continuous improvement
Please feel free to contact me if you have any further questions or concernsI am available Monday through Friday between the hours of 9:00am to 4:00pm CST
Regards,
***
Compliance Coordinator
Phone ***
Email ***
Initial Consumer Rebuttal /* (***0, 7, 2017/06/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
*** contacted me and issued me a full refund which was used to purchase a new device

Initial Business Response /* ([redacted]0, 13, 2016/03/22) */
March 22, 2016
[redacted]
Case #[redacted]
Dear [redacted]:
In reference to your complaint with the Revdex.com, I would like to offer my apology that your experience with Asurion...

did not meet your expectations.
Asurion is the administrator for the [redacted], which is available as an added service through [redacted]. The program is administrated by Asurion. Under the plan, if a subscriber's wireless device or standard in box accessories are lost, stolen or damaged, the subscriber may make a claim by calling Asurion's toll-free telephone number or online at [redacted]
According to your complaint filed with the Revdex.com, you stated the following:
You were charged a $[redacted] non-return equipment fee for unreturned equipment that you stated was returned. When you contacted [redacted] to dispute the matter, you were advised that it would take 5 to 10 business days for the issue to be corrected. That was back on January 31st, and as of February 12th, the credit was not reflected on your account. This caused for you to have late fees on your rent and power. The desired resolution listed in the complaint is to have the money back on your account and a compensation for the late fees that you incurred as result of this matter.
Your replacement order history reflects that on September 17, 2015, a request was initiated online. The request was completed on December 4th. During the request process you were advised that the defective device had to be returned to the [redacted]' fulfillment center within 15 days. On January 31, 2016, a $[redacted] non-return equipment was charged on your credit card due to the fact that the defective device was not received at the [redacted]' fulfillment center on or prior to the expected return date of December 19, 2015. On January 31st, you contacted [redacted] to dispute the non-return equipment charged on your credit card indicating that the defective device was returned. The [redacted]' representative reviewed your request history and according to [redacted] tracking number [redacted], the defective device was received at the [redacted]' fulfillment center on January 15th. The representative updated the request information and requested for the credit adjustment in the amount of $[redacted] to be processed. You were advised that the credit adjustment could take up to 10 business days for it to be reflected on your account. Our records show that the credit adjustment was processed and completed on February 15th. This satisfied a portion of the desired resolution listed in the complaint.
According to the terms and conditions of the [redacted]:

Return of Replaced Equipment/Non-Return Charge.
Covered Equipment approved for replacement, other than Covered Equipment replaced due to loss or theft, must be returned to Us at Our shipping expense in the return mailer included with Your Replacement Equipment within fifteen (15) days. The Covered Equipment We replace becomes property of [redacted] and You hereby assign to Us all rights and benefits of any manufacturer's warranty or other ancillary coverage relating to any Covered Equipment that We replace. If We do not receive Your original equipment within fifteen (15) days, You will be charged a non-return equipment fee up to $[redacted] plus any applicable taxes. If We provide Replacement Equipment to You as a result of the loss or theft of Your Covered Equipment and You later find or recover the Covered Equipment, You must return it to Us as directed in this Contract. Call [redacted] to request a prepaid return mailer. In [redacted], loss or theft is not a covered Failure.
We will not honor your request to receive a compensation for the late fess that you incurred as a result of this matter. Please note that due to the fact, as stated in the terms and conditions, the defective equipment not been returned within 15 days after the request was completed, the $[redacted] non-return equipment fee charged on your credit card was a valid charge. The [redacted] representative did submit the request for the credit adjustment to be processed the same day after it was confirmed that the defective equipment was received at the [redacted]' fulfillment center.
We strive to provide an amicable resolution within the policy terms and conditions to each subscriber's concerns whenever possible. The guidelines that we are following regarding your concern has been explained to you in this letter. The continual payment of the monthly service fee indicate your acceptance of the terms.
Please feel free to contact [redacted] at [redacted] if you have any other concerns or questions.
Regards,
[redacted]
[redacted]
Asurion Insurance Services
[redacted]
[redacted]
Initial Consumer Rebuttal /* ([redacted]0, 15, 2016/03/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First off took over a month to recieve after they reversed it.also it was showing returned prior to the charge as per [redacted].

Initial Business Response /* (1000, 15, 2016/04/19) */
April 18, 2016
[redacted]
Case #[redacted]
[redacted]
In reference to your complaint with the Revdex.com, I would like to offer my apology that your experience with...

Asurion did not meet your expectations.
[redacted] ([redacted]) is an added service provided by [redacted] ([redacted]). Under the plan, if a subscriber's wireless phone fails due to defects in parts & workmanship beyond the manufacturer's warranty or fails due to normal wear and tear, suffers a power surge or is lost, stolen or accidentally damaged, the subscriber may make a claim by calling [redacted]
According to the complaint filed with the Revdex.com, you stated the following:
"I would like to bring this in your attention that I am current customer of Asurion Company. Although I have all the proof of payments that I have been making for my services and additionally my cellphone provider is able to confirm all the details that Asurion requires to replace my lost device. Asurion has rejected my request. Therefore I would like to file a complaint against Asurion and get my services up the level I have paid for. I would appreciate that if you could look into this matter."
The desired resolution listed in the complaint, states as follow:
"I would just like to get my replacement [redacted]"
Upon receipt of the complaint filed with the Revdex.com, we reviewed your enrollment and request history. Your enrollment history reflects that on December 24, 2015, you elected to enroll in the [redacted] ([redacted]), your wireless line ending in [redacted]. Your claim history reflects that on[redacted], you initiated a replacement request for a malfunctioning [redacted]. During the requested process you were requested to provide a copy of the Proof of Purchase for the defective device and your government issued photo I.D. The requested documentation was received and reviewed on March 16th. After the review was completed the request was voided. According to the [redacted] device usage history for your account, there was no valid airtime registered with the reported malfunctioning device after you requested the enrollment in the [redacted] program. The call was escalated and you spoke with a representative from the [redacted] ([redacted]) to whom you expressed your concerns regarding the reason your request was voided. The [redacted] representative explained that request was voided according to the terms and conditions of the [redacted] program since there was no airtime registered on your account after the enrollment in the [redacted] program.
Please be advised that the [redacted] program terms of service are provided to the subscriber at the time it was initiated the wireless service through them. Our record shows that on [redacted], a Welcome Letter was mailed to [redacted]. On [redacted] Included with this mailings was a copy of the program terms of services which stated the following:
5. Definitions.
(2) "Covered Equipment" means the Wireless Phone, [redacted] Device or Smartphone excluding any SIM card, identified by Serial Number identified on your Plan contract and which is activated for wireless telecommunications service on Your account with [redacted] at the moment of Failure (provided this occurs on or after the Effective Date) and for which air time has been logged by [redacted]. Covered Equipment does not include any SIM card inserted into or accompanying the Covered Equipment, nor any wireless phone or device into which You may insert the SIM card that was installed in or accompanied the Covered Equipment.
The information provided above indicates that the [redacted] program terms of service were provided to you in a timely matter in order for you to review them. In the terms clearly indicates that in order for the wireless device must have logged airtime on [redacted]'s network after the enrollment in the [redacted] program in order to be considered Covered equipment, which in this instance that did not occur. Therefore, we will not honor your request for a replacement device to be provided. The continual payment of your monthly fee indicates your acceptance of the terms.
We strive to provide an amicable resolution within the terms and conditions to each subscriber's concerns whenever possible. The program's guideline we are following regarding your concern has been explained to you in this letter. If you have additional information from your wireless carrier that shows usage on this device after enrollment into the [redacted] program please contact me at any of the contact information listed below for me to assist you.
If you have any other concerns or questions, please feel free to contact [redacted] at [redacted]
Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 21, 2016/04/28) */
1) I have read the detailed response from the Asurion Consumer Solutions of Canada. I would like to advice you that I am not satisfied with their response as my Carrier [redacted] did confirm the registered usage on my device with the same sim card. When this verbal confirmation was provided the Asurion Consumer Solutions of Canada representative was on three call me and [redacted] representative.
2). The address residence and email address Asurion Consumer Solutions of Canada claiming that they sent me fine prints regarding their protocols and terms and conditions. Unfortunately it is not my address there is mistake in Asurion Consumer Solutions of Canada system I have never received their terms and condition policies. I have never resided in ** in entire life. Also like to pint this out when I can [redacted] or Asurion Consumer Solutions of Canada they do have my correct address in file and cant understand why they sent papers to wrong address.
Thank you
Best regards
[redacted]
Final Business Response /* (4000, 23, 2016/05/03) */
May 2, 2016
[redacted]
Case #[redacted]
[redacted]
We are in receipt of your rebuttal with the Revdex.com filed on [redacted].
According to the rebuttal you filed with the Revdex.com, you stated the following:
"1) I have read the detailed response from the Asurion Consumer Solutions of Canada. I would like to advice you that I am not satisfied with their response as my Carrier [redacted] did confirm the registered usage on my device with the same sim card. When this verbal confirmation was provided the Asurion Consumer Solutions of Canada representative was on three call me and [redacted] representative.
2). The address residence and email address Asurion Consumer Solutions of Canada claiming that they sent me fine prints regarding their protocols and terms and conditions. Unfortunately it is not my address there is mistake in Asurion Consumer Solutions of Canada system I have never received their terms and condition policies. I have never resided in ** in entire life. Also like to pint this out when I can [redacted] or Asurion Consumer Solutions of Canada they do have my correct address in file and cant understand why they sent papers to wrong address."
On [redacted], I responded to your original complaint. In my response I explained that your enrollment history reflects that on December 24, 2015, you elected to enroll in the [redacted] ([redacted]), your wireless line ending in [redacted]. Your claim history reflects that on[redacted], you initiated a replacement request for a malfunctioning [redacted]. The replacement request was voided because according to the [redacted] device usage history for your account, there was no valid airtime registered with the reported malfunctioning device after you requested the enrollment in the [redacted] program. Upon receipt of the complaint filed with the Revdex.com, we conducted a subsequent of your replacement request information and it was confirmed that there was no valid airtime registered with the reported malfunctioning device on your account after the enrollment in the [redacted] program. Therefore, the replacement request was voided according to the [redacted] terms which states that
"Covered Equipment" means the Wireless Phone, [redacted] Device or Smartphone excluding any SIM card, identified by Serial Number identified on your Plan contract and which is activated for wireless telecommunications service on Your account with [redacted] at the moment of Failure (provided this occurs on or after the Effective Date) and for which air time has been logged by [redacted]."
In addition, our record do shows that the [redacted] program terms of service are provided to the subscriber at the time the service was initiated with the wireless service through them. Our record shows that on [redacted], a Welcome Letter was mailed to [redacted]. On [redacted] The communications were sent to the address provided from [redacted] at the time of enrollment in the [redacted] program. Included with this mailing was a copy of the program terms of services. Also, the terms of the program could be obtained at [redacted]
There are no record that valid airtime was logged with the defective device after the enrollment in the [redacted] program. As you stated in the rebuttal, if you have additional information from your wireless carrier that shows usage on this device after enrollment into the [redacted] program please contact [redacted] directly with the related information in hand. The [redacted]'s representative would review and confirm if there was usage registered on your account with the defective device after the enrollment in the [redacted] program. Having the information validated would assist in processing your service request.
Regards,
[redacted]

Initial Business Response /* (1000, 5, 2017/09/29) */
September 29, 2017
[redacted]
[redacted]
Case # [redacted]
In reference to your complaint with the Revdex.com, I would like to offer my apology that your experience with Asurion did not meet your...

expectations.
Asurion is the administrator for the Device Protection Plan, which is available as an added service through [redacted]. The program is administrated by Asurion. Under the plan, if a subscriber's wireless phone is lost, stolen or damaged, the subscriber may make a claim by calling Asurion's toll-free telephone number [redacted] or online at [redacted].
According to the complaint you filed with the Revdex.com, you state the following:
"The Asurion will not allow you to access necessary documentation to complete your service request. The page produces an error message and simply loops.
I have been trying to complete a claim to have my wife's phone repaired (cracked screen on a [redacted]-3 weeks old). We started the process over the phone and was told they'd send an email to complete the process.
I received the email (with links and a case number) but when I attempted to complete the process; which included filling out the affidavit, the website generated an error message that put me in a perpetual loop.
I called Asurion and was informed that I needed to complete the form and the only way they could send it to me was through fax or a link....which takes you back to the same website loop. They were unable to send me the form as a file attachment via email and I do not have access to a fax machine.
This problem has persisted for close to 2 weeks now. Last night we visited the [redacted] store to see if they could get us access to the affidavit. They attempted to complete the process through the Asurion website and experienced the same issue (unable to complete the process). They then called Asurion and put me on the line with another rep who explained that on top of the fax or link option to receive the documentation, they could also send it by physical mail. I opted for this as the other options are not feasible or simply don't work.
At this stage, I am concerned that our repair/replacement window will close before we even receive the documentation. I am also concerned that Asurion will not honour our contract once that window closes even though the issue is clearly with their website!"
The desired resolution listed in the complaint states as follow:
"I need Asurion to email me the affidavit in a format that I can access-not as a link to a defunct website and not via fax (as most Canadians do not have access to a fax machine any longer).
I need them to guarantee that the phone will be repaired/replaced as per ourthe service we pay them for.
I would like to receive a discount on the deductible cost of the phone (currently $[redacted]) for the inconvenience this has caused and the time and effort I've put in to have this resolved."
Your service request history reflects:
On September 10th, 2017 you initiated a claim through Asurion's Integrated Voice Recognition (IVR) system for a damaged for a [redacted] under wireless number ending in [redacted] with a loss date of September 10th 2017. During the claim process you were informed that claim documentation, which included a signed claim affidavit form and a copy of a government-issued photo ID was required in order to continue with the claim process.
On September 16th, you contacted Asurion because you were having problems accessing the claim affidavit form on Asurion's website and you were advised by the Asurion representative that the documents were required in order to process your claim.
On September 16th, you contacted Asurion and stated you were still having issues accessing the claim affidavit on Asurion's website and the representative offered to mail you the claim affidavit form and you accepted.
On September 19th, the requested documents were received, reviewed and approved. An email was sent to you to inform you the documents had been approved.
On September 20th, a representative from Asurion office of the CEO (OCEO) contacted you to assist with your claim and you completed it. When you expressed your dissatisfaction about your claim being delayed, as a gesture of good faith and to ensure a better claim experience, the OCEO representative offered to send you a $** gift card and you accepted. You were advised you would receive the gift card within 3-5 business days.
On September 21st, the [redacted] replacement device was delivered at the address on file.
On September 25th, a representative from Asurion office of the CEO (OCEO) followed up with you regarding your claim and you stated your issue had been resolved. This provided the desired resolution listed in your complaint.
We apologize for any inconvenience that this may have caused. We make a commitment to our customers to make the handset insurance process easy and convenient, and we truly regret that this was not so when you contacted us.
Please feel free to contact me at the number listed below Monday through Friday between 8:00am and 4:00pm CST if you have any other concerns or questions.
Regards,
[redacted]
Compliance Coordinator
Phone [redacted]
Email [redacted]
Initial Consumer Rebuttal /* (2000, 7, 2017/10/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Asurion was able to rectify the issue after a formal complaint was filed through the Revdex.com. To date, I have received 2 additional phone calls from their office trying to 'complete the process' with me. I have informed both agents that the matter was resolved and that their records need to be updated to reflect that.

Initial Business Response /* (1000, 9, 2016/12/01) */
[redacted]
In reference to your complaint with the Revdex.com, I would like to offer my apology that your experience with Asurion...

did not meet your expectations.
Asurion is the administrator for the [redacted], which is available as an added service through [redacted]. The program is administrated by Asurion. Under the plan, if a subscriber's wireless device or standard in box accessories are lost, stolen or damaged, the subscriber may make a claim by calling Asurion's toll-free telephone number or online at [redacted]
A summary of your complaint filed with the Revdex.com, states as follow:
On September 8, 2016, you filed an online claim. You stated that you experienced multiple service issues while attempting to complete the claim. After the claim was finally completed you noticed that Asurion charged two of your credit cards for the same replacement fee. Your [redacted] was charged $[redacted] and your [redacted] was charged two time $[redacted] totaling $[redacted]
The desired resolution listed in the complaint states as follow:
You want Asurion to refund the overpayment.
Upon receipt of the complaint you field with the Revdex.com, I reviewed your claim information. Record shows that on September 26, 2016, when the claim was initiated the payment information was collected by a ([redacted] card). Unfortunately, due to a system error the payment transaction was not completed. On September 27th, the claim information was reentered manually along with the new payment method information using a ([redacted]). Once the systems issues were corrected and the claim information was entered and processed, the order was duplicated which caused for the payment transaction originally processed on the [redacted] card to be completed and the one submitted with the [redacted] to be processed twice,
Records also reflects that once you reported the matter to Asurion, on November 3rd, a refund request for the $[redacted] charge made on your [redacted] credit card was submitted. This credit could take up to 7 days for it to be reflected on your account. On November 23rd, a second refund request was submitted for the duplicate $[redacted] charged on your [redacted] to be credited on it. Regarding the technical issues that you were experiencing with the replacement device received, we arranged for a Customer Service Specialist to reach out to you in order to discuss different options that will assist you in having the defective device replace and provide a better customer experience for you.
We apologized for any inconvenience that this may have caused and assure that this dose no represent the quality and reliability of our service. We appreciate that you let us know about your experience because feedback from our subscribers assist improve the quality of service in the future.
[redacted]

Initial Business Response /* (1000, 5, 2017/01/19) */
[redacted]
On behalf of [redacted], please accept this letter in response to your inquiry filed with the Revdex.com of The...

Atlantic Provinces[redacted] I would like to offer my apology that your experience with [redacted] did not meet your expectations.
[redacted] ([redacted]
[redacted] strives to provide world class customer service. Each call or letter that comes into [redacted] regarding concerns or issues relating to our service plan(s) is thoroughly investigated.
According to your complaint filed with the Revdex.com you stated the following:
"Organization not honoring warranty. Reimbursement check possibly being swindled from me. My name is [redacted]. I paid for the extended warranty at [redacted] through [redacted]. I filed my claim on December 26th, 2016. I received the claim number [redacted]. I called back the same day three times to make sure they had the correct address on file. The second lady I talked to noticed there wasn't an apartment number attached. She assured me she would make the necessary changes. I didn't trust her capabilities based on our conversation, so I called a third time to make sure the address was correct. The warranty claims you can get a reimbursement check if the device you have is out of stock when you need to replace it. I was told it would take 5-10 business days from Dec 26th to revive my check. On January 9th, I called in for the 5th time to check on the status. I was told to call back on the 10th if I still haven't received it and they would escalate it. It was never escalated. I called back on the 11th, 12th and today as well. I must have called 10 times in total. Each time I get a different story. I was told the day they sent it out was the 28th.The next day they told me they sent it out on the 31st.I have yet to receive a straight story. Today I was told the check bounced back because there was no apartment number on it. I asked how no one noticed that for the past week and a half that I was calling in. I was told my issue would be escalated and a reimbursement check would be sent express and it would take 1-3 business days. [redacted] ([redacted]) [redacted] was nice enough to give me a loaner phone. Unfortunately, it is a very old model and barely works half the time. The frustration I went through in the last two weeks was unwarranted. I would not only like an apology, I would like my reimbursement check as soon as possible.[redacted]
The following is the desired resolution listed in your complaint filed with the Revdex.com:
"Apology and reimbursement check sent out ASAP."
A review of your service history for the mobile phone plan you purchased for your [redacted] mobile device has been completed. The research revealed a call from you on December 22, 2016 around 5 pm, to open a claim for your mobile device. [redacted] set up your claim and emailed a [redacted] shipping label to [redacted] for you to use for sending your mobile device to [redacted]. Your mobile device was verified as matching your claim and a check ([redacted]) was issued on December 29th and mailed to [redacted]
A second call from you is noted on January 13, 2017 where you notified [redacted] that you had not received your claim payment check. Your address was updated to include apartment #[redacted] and a stop payment and reissue of your check was initiated. [redacted]'s accounting department denied the stop payment because your check was only cut two weeks prior. They noted your claim that a new request could me entered on January 19th to stop payment and reissue your check after the check was more than 15 business days old.
A business decision was made on January 17th because of the incomplete address on your first check, to stop payment and reissue your check. A new check [redacted] in the amount of $[redacted] was issued and sent out on January 17th under [redacted] tracking [redacted], for delivery on January 18th.
I called the contact number listed in your claim on January 18th and provided the information above regarding your check being reissued and sent our fort next day delivery. I also, advised you that should you received the original check [redacted] it should not be cashed but destroyed.
I hope this response provides you with the necessary information to close out this complaint filed against [redacted]. If I can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at [redacted]
Regards,
[redacted]