Customer Service

[Str8shot81]

Last night I received a text message saying that my Asurion claim was successfully filed for my phone number. I figured it was spam as I never filed a claim so I swiped "Block and report as spam". Then this morning I saw an email from them saying that my claim for my phone with my phone number was successful. This had me concerned so I called Asurion to make sure it wasn't a _____ (I cant say the word sc_ _ "rhymes with spam" because it is a bad word??) and they are trying to get a claimed phone with my number somehow. 

I googled the number for Asurion and called. It was the number for Asurion for AT&T. I mention this because I was able to get in touch with someone quickly and they we very helpful. They told me they did not see a claim for my number but it was best to contact Asurion for Verizon to make sure. They gave me the number to call and I tried several times to get someone on the phone with no success. 

I went to my Verizon app to contact support and clicked the option to speak with someone. It auto dialed *611 and I got someone quickly on the phone. I explained the issue and they seemed helpful at first. They asked for permission to access my account and then I got a popup from my Verizon App that an agent was attempting to access my account. I gave them single use access.

About 30 seconds later I got a text thanking me for adding the Verizon Home Device Protect for $25/month. I never added this to my account, especially while i was on the phone with customer service. I notified the agent that I just received this notification and that I never requested this to be added to my account. It was odd for this to happen but I thought it a mistake and asked the agent to remove this. They were very adamant about me keeping this on my account saying that because the holidays are coming up, wouldn't it be nice to have the security of knowing all my devices were protected. I told them that I never requested this and to please remove it.

They said there is no need to remove it as long as I don't finalize the request from the text I received. I did not like that response as I never requested this to be added and it was showing on my "Services & Perks" tab on my account. They again pushed back for me to keep it because of the holidays coming up and having my data secured is a good quality of life. As I told him NO for the 3rd time I received 21 emails thanking me for subscribing to "U.S. Department of Homeland Security, Counterterrorism Operations Support, Bureau of Alcohol, Tobacco, Firearms and Explosives, and other .gov websites". All 21 emails came in at 10:08am while I was on the phone with support with him telling me that now is a good time to protect my data...

Seemed too fishy to me so I requested to speak to a supervisor (not the first time I requested to speak to a supervisor during this call, as I asked to speak to one after the 2nd time of them pushing me to keep the protection plan). They were hesitant to send me but I told the agent I did not feel comfortable and wanted to speak to a supervisor. 

They transferred the call but it was to another agent and not a supervisor. I told the agent what was happening and they seemed very concerned and transferred me immediately to a supervisor.  I explained everything to the supervisor and I requested that the first agent I spoke with to be investigated as it seems they are adding features to accounts without permission.  I can not prove they were the one that subscribed my email to all those .gov websites, I can only say, I have never had that issue prior to today. I have had my same email for well over a decade and this is the first time this has happened. 

I am writing this for three reasons:

1)  If you have had this same experience then chances are you delt with the same agent (hopefully it was only one doing this) 

2) If you have had this same experience then you can know you're not the only one.

3) If the FBI shows up at my door because I subscribed to all these crazy places all at once then I have documentation somewhere about how and why it happened...