Asurion/Scam
Jem03
Enthusiast - Level 1

Not a question but more of a beware, cautionary post. 

The other night at 10:30p (past my bedtime but I was up), I got a text from Asurion that said a claim was made to this Verizon number. They say reply no if you did not authorIze the claim. I had not so I replied “NO”. A follow up text came and said there was nothing further that needed to be done.

At 3p the next day, my husband said he got a notification from UPS that a package from Asurion was coming. I told him about the text so I immediately called their Asurion customer service. While on hold, I found the claim and it said my new iPhone 11 was on the way.

The lady at Asurion was nice and helpful. She said the claim went through and even though they see that I denied authorization, it was shipped. Because you know Asurion even advertises that claims in before 11p get to you next day. She told me that when UPS drops off the package, tell them we deny it and they will send it back to them. Or we can open, put the phone in the return envelope and mail back.

So then we waited. According to UPS, the phone was set to be delivered before 9p. 

At 8:25p I ask my husband, “any update?”. We look and there is a UPS delivery notification at 8:16p. But no one rang the door. No Ring event notification. We look on the porch. Nothing.

I step into the yard and the UPS driver is right next door. My husband rushes over says, “hey we have notification the package was delivered but it’s not here”. The driver said “I didn’t drop off anything at that house.”

My husband shows him the address and he says, “ oh that’s the address that the guy said he picked up the package for”. He was at the very end of our street, guy in a white Mercedes convertible stops the driver (who was pulled over changing the battery of his scanner), hands him an “ID” with my husband’s full name and address and then shows the tracking info. Asks the driver if he can just pick up his package since he’s here. Boom driver gives him the package.

Without my husband having a UPS account, we would have never known that the phone was even coming. I assumed my “NO” response to Asurion meant no further action was needed.

Asurion said the deductible was paid with a credit card NOT in our name. We confirmed no charge hit our account. The claim was for a stolen phone. 

I just wanted to share as a cautionary tale because after searching why Asurion sends a text about a claim you didn’t file, I see it happens a lot. 

According to Asurion, replying no will automatically flag the claim. In most instances it should stop it but this appears to be a coordinated attack. These fraudsters are submitting claims right before the 11pm deadline. I got my text at 10:30 and replied no. By 11:15p, a label was already made and the phone was shipped.

While I appreciate that Asurion wants to respond to claims fast, there has to be a better way to protect customers. Same from Verizon. More security should be in place to file a claim in the first place and it should involve more than only needing a phone number and last name, which all can easily be googled, and a 4 digit pin.

7 Replies
huppjs
Enthusiast - Level 1

I just have had this exact same problem.  Impossible to get a hold of a human at either location to solve this problem.

vzw_customer_support
Customer Service Rep

This is not the type of experience that we want you to have with one of our partners. Any fraudulent issues are very concerning. There are a lot of various scams going around these days. Account security and privacy are a top priority. We recommend contacting Asurion on the following web page https://www.phoneclaim.com/verizon/?icid=in-pcchome-vzw or by calling 888-881-2622 for further assistance with this concern. 

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9wood
Specialist - Level 2

Just my thoughts but would report this to the police and this mystery guy in car and contact ups corporate office and Tell them of this scam in my opinion a scam or fraud my experience with assuring hasn't been great so can't say much on them but would seem they would take this matter seriously

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Droid4Life981
Enthusiast - Level 2

Apparently this fraudulent activity (or similar) is alive and well in 2023! I had received 2 texts today at 5:50 p.m. (EDT) from Verizon that they opened a support request on my cell phone number for a replacement device.

By the time I confirmed that the texts had originated from Verizon, chatted with a Verizon specialist, who referred me to their Fraud Dept., and asked them to cancel this fraudulent order (which they did), the replacement phone was already received by FedEx. Less than 2 hours later! I had called FedEx to request that they return to sender, but FedEx stated that no one except Verizon Shipping Dept. or an Account Rep could alter the shipment. To a non-existent address on a dead-end street.

 Verizon was able to confirm that the order was a replacement request originated in Indiana (1000 miles away from me) through Asurion, which is why I couldn't cancel it online.

I am optimistic that, since I could not alter or cancel the shipping, that the fraudster cannot either. And the replacement phone will be returned safely to Verizon without incurring additional fees or charges.

If I am paying $17/month for this insurance, only to be vulnerable to this type of fraud, may be worth reconsidering.

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vzw_customer_support
Customer Service Rep

Hello, Droid4Life981! Thanks for reaching out to us. We know maintaining account security is vital. Feel free to send us a Private Note if further assistance is needed.

*Alexis

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kh-gary
Moderator Emeritus

In order to keep discussion on the community current, this topic has been locked to prevent new replies. If you have a similar question or issue that you wish to discuss, then please feel free to post a new message on the most relevant board. Thanks!

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vzw_customer_support
Customer Service Rep

Good evening!  Thanks for taking the time to reach out to us.  We understand that you are needing assistance.  We are more than happy to assist.  Please send a PM for further assistance.  *Jerina 

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