Insurance return missing

Hello @Dicemann97, this definitely is not the experience we want you to have with returning your device. 

In order to further assist you with your return concern, we will be sending you a DM that you can find in the top right of the Forum's page in the bell icon. 

In the meantime, when you reply to the DM we will be sending you, please have the tracking number that you have for your device ready, so we can look this up in our system and further investigate this concern. 

We will be looking forward to your response soon.

DylanD Community Specialist

Thank you, I filed a complaint with the FCC and the presidents office called the next day. Issue immediately taken care of!

I am having the exact same issue. At&T rep said I had to call Asurion. I called them and they gave me a tracking number and a date they show I returned the device and told me to call ATT back and give them the info and they would reverse the charge. I did that and ATT said the tracking number is incorrect so they're not removing the charges. I've seen a lot of customers on here with this same complaint.. it's starting to seem like ATT/Asurion are running a scam on their customers. I've had nothing but problems with ATT for the last 4 years. Every issue I ever contact them about NEVER gets resolved after spending hours on the phone with their customer service reps. I don't understand why ATT has gone downhill so much in the last few years. I think at this point my only alternative is to just end my services with them and find a different carrier for my cell and wifi needs. They don't care about their customers any more and do nothing to resolve issues caused directly by their own incompetence. I'm absolutely DISGUSTED with this company!

Just file a claim with the FTC through their web page. A rep from the president of ATT’s corporate office will contact you and take care of the issue. They will be able to verify if it was shipped and handed off to the third party carrier that the phone goes to during returns.