Any of you that have been following my drama with my cell phone...omg- what a day!! My phone was stolen from a grocery basket at HEB. My fault- I walked away from in, but in literally minutes- it was gone. So 1st came the AT&T suspension of my services Sunday evening before their local store closed. OK this was after an hour of walking up and down HEB aisles hoping I would see someone with it- to no avail, five different friends and kids calling, texting trying to get someone to answer it to say, please bring it back... to no avail. I wait until Monday morning to file because the on-line app will not take my claim all the way through. It gave me to please contact us message. SO I go back to AT&T to see if they can help me get through the claim process... we do nt take claims here was the answer I got. I said well, what do I do when the on-line claim service will not take my claim to the end without a message to contact them. He then gave me a business card with the phone claim number on it. I get home and call it. After talking t a sweet girl for almost thrity minutes verifying who I am, telling her my story and getting ehr to START a claim she tells me before the claim is filed I have to go to my email download a claim form and fill it out and sign it then scan it then upload it and a scanned copy of my ID drivers licence and a recent copy of my AT&T bill. I did and after uploading my claim documents I get a Claim number. Then about an hour later I get an email stating we have received your documents and within 24 hours you will either get an email or a voice message from them with the next step and another claim number (not the same number as the first one I received-red flag). Sure enough- I go until 4 oclock this afternoon at least 4 hours past my 24 hour notice and I call. I am on the phone 57 minutes to 5 different people.... over 45 minutes with the first lady answering the same questions I was asked yesterday. I told her- I did this yesterday. she would answer Oh I am sorry and ask another one, again I did this yesterday.... on and on.... finally I explained to her again (for at least the 4th time) I was given two different claim numbers. I already have a claim and now I have two numbers.... she then transfers me to the approval/denial department. A man came on the line and told me my claim was denied because I had received legitimate calls and messages on it after I had reported it stolen... WHAT??? yeah- we were calling and texting trying to get someone to answer it. I again explained to him that less than an hour had lapsed from it being stolen and it being suspended. He told me I could file another claim with the new infromation and try again. I told him there is no new information. I told this all to the claim person YESTERDAY! When I explained to him AGAIN I had two claim numbers and I felt I had fallen into the cracks.... he came back and said he now notices my denial is on error and I did have approval, but more information was needed and he was transferring me to a clerk to get shipping information. Well, this non-American claimed he could not understand me and I would need to call back and hung up on me.... I was spent.... upset, frustrated, everything.... I call back in tears. I got the most cordial fellow named Mario. He hopped right on my claim. Said it was indeed approved and took my mailing information and gave me a few instructions. Then said if I would agree there might be a customer service survey at the end of our phone call, he already heard and knew of my hour long drama with the four other folks.... i laughed and said sarcastically OOOOk!? he laughed and added, Now this survey is only going to be concerning your dealing with me.... LOL ALL this to say- I just now finally got an email saying my new phone has been mailed and I should get it tomorrow, Lord willing and the creek dont rise and Fed Ex does not crash into the Pacific and Tom Hanks does not take my new phone to have as a best friend during his cast away years. I hate insurance claims!
Posted on: Wed, 21 May 2014 03:38:10 +0000
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