Issues with account and insurance mixups

[AKS_Amanda]

First and foremost, I have been a Verizon customer for over 22 years.

I have insurance for loss, damage, and theft on my 2 Verizon devices that are still under contract.

2 weeks ago, August 19, 2024, I was able to file a claim, and Asurion provided me with white glove service, replacing my daughters broken phone, delivering it right to my doorstep.

Since that incident, my daughter has once again an issue, this time completely losing her phone in the river on a canoe trip.

On August 04, 2024, because of my great experience I am happy to call Asurion to file another claim. Except this time, I am told this device does not have insurance. Surely, thus cannot be so. As 2 weeks ago I just successfully replaced this very phone.  They tell me the insurance covers two of my lines, just not the one I am asking about. The insurance is now covering one of the phones I have under contract, and a much older device that has been paid off for years. You can imagine my confusion, as I just had a claim on that very device. Hence, Asurion connects me to a Verizon wireless representative.

After spending 2 hours explaining my situation and going back and forth with a customer service representative, who repeatedly explains to me that my insurance for loss, theft, damage is on my other 2 lines. Finally, after asking for the 5th time for my call to escalated over the course of 2 hours, my call is actually escalated.

When I speak to the person who is receiving my escalated call, I again explain my situation, to someone who immediately understands the problem and says they will explain the situation and we will get this resolved. Togther, we connect back to a Verizon representative who is so helpful I ask for her name and write it down (Teresita).  Teresita looks back at my account and says she can see that the device did indeed have coverage, but it was switched a couple weeks ago. HMMM? Teresita says this is not a problem she will take care of everything, she will make sure that both phones that should have insurance will have the insurance for loss, theft, damage.  Then, I asked how this could have happened and was told “Lines get mixed up sometimes”. She then told me she would take care of everything, and to call Asurion back in 48-72 hours, the problem will be resolved, and I can file a claim then.

On 08-08-2024, I call Asurion, they proceed to tell me that I do not have insurance for loss, damage, or theft on any of my device.  I only have technical support and they cannot help me. You can imagine my confusion once again. Hence, Asurion connects me to a Verizon wireless representative. I am exasperated.

This time I talk to a wonderful young man in Boston. I did not write down his name, but he was patient, calm, and tried to be helpful.  Unfortunately, he was unable to do anything for me after I spent another 1 ½ hours on the phone with him.  He said he would make detailed notes on my account and a supervisor would call me in the next 24-48 hours.

I work a full-time job and now I am supposed to be on call, awaiting a call back from a Verizon Supervisor, to solve a problem that was created twice on the Verizon end of the business and is no fault of mine,

1. First, when they got my insurance mixed up on my 2 accounts. “Lines get mixed up sometimes”.
2. Second, when they completely removed my insurance for loss, theft, damage and instead gave me insurance that covers technical support?

Verizon, how does this happen?

I have now spent over 4 hours on calls with your employees, trying to resolve problems that were actually created by your employees, and my problem has only gone from bad to worse, with no end in sight.  

Can you please have someone call me and explain to me how this could have happened, and then solve these problems, that were created on your end of the business, so I can get my daughters replacement phone before she goes to college? 

Then, can you tell me how I am going to be compensated for the time I have had to spend dealing with problems created by your end of the business.

Sincerely,

Amanda