Device protection
Tlo65
Enthusiast - Level 1

I’m new to Verizon. Switched from Xfinity due to so many horrible customer service experiences. I initially ordered 2 lines with 2 iPhone 15 plus ‘ at a discounted rate. I  chose to enroll only 1 iPhone in the device protection plan at $17 per month. Shortly after enrolling, I lost my phone. I filed a claim with Asurion which was denied. They claimed that the date I listed for the loss was too close to the date of enrollment. I actually listed an incorrect date so filed a 2nd amended claim which in turn was denied as well. They claimed that there were no calls or texts made between date of enrollment and loss. I explained that I rarely speak on the phone or text, however, I use a lot of data. They asked me to get a printout from Verizon showing the data usage details. They denied my claim a 3rd and final time. Rather than spend almost $900 on a new phone, I ordered a 3rd line with another 15 plus. The down money was $50. I would have preferred a $228 deductible! I have paid $1000’s for insurance to Asurion throughout the years, starting with my iPhone 4 and never ever filed a claim. I went online to check my bill and discovered a huge increase. They had the nerve to enroll all 3 of my phones  in the device protection plan at $54 per month without my authorization. They made me jump through hoops on 3 claims, only to have all 3 rejected, but casually added $54 to my bill. I did not make the change online nor did I request enrollment via phone call. Talk about nerve. I plan on speaking to them tomorrow regarding the unauthorized charge and will insist that they credit me for the $17 since they refused to honor my claim. Has anyone else in the community had a similar experience? 

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vzw_customer_support
Customer Service Rep
@Tlo65  wrote: I’m new to Verizon. Switched from Xfinity due to so many horrible customer service experiences. I initially ordered 2 lines with 2 iPhone 15 plus ‘ at a discounted rate. I  chose to enroll only 1 iPhone in the device protection plan at $17 per month. Shortly after enrolling, I lost my phone. I filed a claim with Asurion which was denied.

We are sorry to learn about your lost device and your claim concerns. We understand how important it is for you to have the coverage that you want and changes should not be made to a line of service without your knowledge. We will be reaching out to you in Private Message to ensure that you have the coverage that you want for your lines of service.

-Andi

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vzw_customer_support
Customer Service Rep
@Tlo65  wrote: I’m new to Verizon. Switched from Xfinity due to so many horrible customer service experiences. I initially ordered 2 lines with 2 iPhone 15 plus ‘ at a discounted rate. I  chose to enroll only 1 iPhone in the device protection plan at $17 per month. Shortly after enrolling, I lost my phone. I filed a claim with Asurion which was denied.

We are sorry to learn about your lost device and your claim concerns. We understand how important it is for you to have the coverage that you want and changes should not be made to a line of service without your knowledge. We will be reaching out to you in Private Message to ensure that you have the coverage that you want for your lines of service.

-Andi