Called 2 days ago to utilize warranty on phone that started green screen of death issues. Rep was very nice said phone will arrive between 5-7 pm same day. We receive email later that states an actual person will be delivering phone and help transfer information, um ok, strange but seems great. No call by 6: 30 we call in, rude rep says they can call and check but it will be a long hold, i said uh yeah we need to know as we are sitting here for 2 hours now. She comes back on line states the rep will be there by 6: 40. Another email arrives from a supervisor stating rep called in and is stuck in weather and will be late. We call again at 7 pm, rep arrives around 8 pm. Rep starts phone download but it's having trouble, half way thru he notices the new phone is defective. he is texting and calling his supervisor who is now no where to be found. finally she responds we have to call in to order a new phone? so rep is calling line (close to 9 pm at this point) and message says wait time is 40 minutes, ( he drove an hour to get here and had someone else waiting after us). I told him to go we will call in morning. we call in to start the process over, we are now told a phone will be shipped no rep coming out and we need to provide a credit card number if we don't return the other phone. This is getting questionable. Gave cc number and told we will receive confirmation email and tracking number. Told I want to file a complaint, he tells me I can't he'll just send an email to his supervisor, but I have no proof. After a few hours we call in again, rep states it shows completed and on dock to ship but mysteriously has no tracking information and cannot send me a confirmation email. We call in a few hours later stating same issues, no emails. I have to argue to get sent to escalations to complain. This person states same thing now at 9 pm at night it's sitting on the dock to be picked up still cannot give us a tracking number. Filed a complaint with Better Business Bureau, shopping for a new cell phone provider that will have nothing to do with Asurion and will research the warranty company they use before purchasing. Unbelievable for all the years we pay for cell insurance and it's being stolen from you like this. Hoping a class action lawsuit is filed for all of us getting fradulent treatment and losing business, communications, service. That Verizon bill just keeps coming though doesn't it.