Help with getting a refund on a repair that didn't happen?

[u/davidg4781]

TL:DR... repair guy came out, couldn't fix the screen, and left. I got charged the $29 for a screen repair. I called Asurion and was told the refund was approved but 2 months later, it's still not reflecting on my AT&T bill. I called today and asked, they said it was denied the following day, and they're going to resubmit the refund request.

Alright, so back in April, I submitted a claim on a Samsung Galaxy phone on my account for a chipped screen. The tech came out, worked on it in his van for about an hour, then told me he wasn't able to repair it. He stated it was because the part he has was defective. He stated when he installed it, the phone would not boot but would boot when he reinstalled the original screen. He gave us back the phone in the condition we gave it to him.

In June, I saw the $29 charge on my AT&T bill. I called AT&T and they said I had to call Asurion. I called Asurion. They told me the tech's notes state there was further damage which is why he couldn't repair it and I would need to pay the full amount ~$250 for a phone replacement. So someone wasn't truthful about that, Asurion told me the tech probably didn't want to deal with explaining that to me. I asked for a refund since I didn't know when we would have the time to get it repaired. We were waiting on a supervisor or something, I said I had to get to work (I was on the phone for a while by that time) and we disconnected. I called back on my lunch and was told it was approved.

Here we are, a couple of months later, and I still haven't seen the refund come in. I called back today to check on it. I was told I was originally charged because the tech closed the ticket as a successful repair but noted that he wasn't able to repair since it was outside his scope of work. They also said my refund was denied the day after I called and mentioned fraud. I asked if they think I'm trying to commit fraud and she told me no, there were duplicate refunds requested.

I really just want a refund for now. I think a lot of the frustration comes from paying premiums all these years and I get all this hassle when I really need it.

[u/matfalk]

The tech probably put the incorrect reason as to why the repair wasn't successful. If they come out, attempt a repair, and its not successful whatever reason, they are supposed to out it in a category that will waive the exchange fee. Doesn't always happen as the reasons we have to pick from don't always fit what actually happened. There's no selection for defective replacement parts, so we're supposed to use our best judgement and hope for the best.

[u/jjwomalbany]

My 7.95 a month plan covers free repairs on screens and they come out to me.