Asurion Insurance - Sprint
Charged over $300 non-return fee for phone I mailed back

I accidentally dropped my cellular phone and it shattered. I called Sprint to get my phone replaced and they recommended to Asurion to have my phone replaced. I called Asurion and told them why I needed a replacement phone and they told me that I would have my replacement within 24 hours. As promised, I received my phone.

In the box that my phone came in was directions on how to send back the broken phone. It said that I should send the phone back within 10 days to avoid being charged a $500 non-return fee. I returned my old broken phone in the return package that was sent to me with the replacement phone. The phone was returned about 48 hours later by postal mail. This was at the end of April.

Now, in Mid June I am being charged over $300 for something that I feel was not my fault and is way beyond my control. Sprint interrupted my service because Asurion has charged me with these fees.

The first time my service was interrupted, I called Sprint, not knowing why I was being charged. That's when I was notified that Asurion claimed that I did not return the phone. The woman who I was on the phone with apologized for the inconvenience, removed the charges, and restored my service. 48 hours later,

My service was interrupted a second time. I called directly to Asurion. They claimed that my complaint was denied and I was still being charged for the non-return fee. I explained to them that I did return the phone and I feel that it is unfair that I have to pay for something when I took responsibility and did my part in mailing back the phone. The phone was completely shattered and non working.

There is no reason why I would want to keep it, or try to get over on anyone. The told me that the only thing that they can do is take off 25% of the fee. When I asked how much it would be in total I was told the fee would go down to $74. Me not knowing what else to do, and feeling that that was my only option, I told them okay and that I would return the call later on. My service was restored and the fee was reduced.

Later on that day, my service was interrupted for the third time. After realizing this, I also realized that the price shot right back up to where it was in the begining minus $38 that I paid off for my actual phone bill. I called Asurion back to figure out why this was, They had me on hold for almost an hour only to tell me that my service would be restored immediately. As I am typing this, my service still has not been restored like they promised and the fees still sit in my account.

Company: Asurion Insurance - Sprint
Country: USA
Phone: 18005843666
Site: asurion.com

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