I visited an ATT store, and I was advised to complete the claim online with Asurion Insurance. I called Asurion customer service, and I requested to repair the cracked screen, (back side only) of my iPhone. The first call, the guy told me to call another day during the att stores business hours opening to try to see who has the replacement part and make the appointment with the tech to be repair in the store, he added notes to my profile. I called two days later and the information from the second person it was completely different. She mentioned that they don’t replace any part, they just provide with a new device and the deductible will be $275.00. I asked her why the person before holds me about 45 min over the phone and provided to me with inaccurate information and she said that she don’t know why he provided the replacement part option to me. Two days later, I submitted the application to receive a new device and the $275.00 will be added to my att bill for the next month. On 08/29/2024 I received the refurbished replacement device certified for one year. I called customer service to understand why they sent a refurbished device for the iPhone 14 pro max. Her answers were very disrespectful and unprofessional, she said, ‘’the information is in the terms and conditions, you should read our terms and conditions, this is the company policy, if you want you can return the device and contact ATT. “ In addition, the label for the return should be arrived with the device and it was not inside the box. I asked her to re-send me the label and she put me on hold over 10 minutes because she said that my passcode was incorrect, after 10 min the call was disconnected, I’m still waiting for the call back and the label. After, I called a&t customer support to get more clarifications, and I requested a supervisor. I have no words to describe his mediocre answers, “ why att needs to send you with a new device? Can’t escalate your concern because your criteria do no qualified for escalation, At&t is not going to change the insurance company just because this incident”. I should read the terms and conditions, however, for transparency and honesty with customers, this needs to be discussed during the claim process instead to engage the customer in un-solicitation ways to try to sign for more insurance . This interaction is the typical situation where the companies take the opportunity to rip off customers. I will hold accountable att for this incident, this is unacceptable. I expect honestly transparency and high level of preparation of your employees to answer questions in professional ways. I had att phone family plan for 14 years, since 2010 and my own family plan in 2021. I will cancel the insurance to my plan. I will never again signed for plan insurance with ATT and Osurion. It’s a complete a disaster! I completed the Osurion survey received via email, two days later I received a call from the customer satisfaction department and when I returned the call, the guy who answered the call mentioned that the Customer Satisfaction Depart is not exist and no extension number or phone number to contact them. 🥴