Asurion is telling me the returned device has Find my iPhone on, but I removed from my Apple ID account. They are going to charge me $500 because we can't find an account that has this phone tied to it. Verizon, Asurion

Question

Asurion is telling me the returned device has Find my iPhone on, but I removed from my Apple ID account. They are going to charge me $500 because we can't find an account that has this phone tied to it. Verizon, Asurion

Does anyone have any ideas on why my son's iPhone would still be showing "Find my iPhone" as being on when we removed using iCloud. I've checked my icloud and his and spoke to our carrier Verizon, Apple Support and Asurion who is telling me they will have to charge me $500 if I can't figure this out. Apple sent me to appleid.apple.com and it shows every device we have ever owned and we removed using that site as well. Asurion is still saying the device is active on someone's Find my iPhone account. Any ideas?

iPhone 8

Posted on Aug 29, 2019 1:13 PM

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Answer 1

Aug 29, 2019 1:51 PM in response to Eric Root

this device is not showing on iCloud - I have one active account & two old ones. Apple Support has me go to appleID.apple.com & removed ALL devices. Asurion says That phone still has Find my iPhone on? I don’t know what else to do

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Answer 2

Aug 29, 2019 2:23 PM in response to Eric Root

I just got off the phone with Apple Support. iPhone does not show up in devices. I removed it yesterday in Find my iPhone. Yet Asurion returns depot says it is still on. I am getting rid of all IPhones.

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Answer 3

Aug 30, 2019 12:37 PM in response to Eric Root

Unfortunately, Asurion was replacing this device - it is a refurbished phone that just literally overheated & became inoperable. It was 3 months old. They immediately shipped a new one, the defective phone is the one that they are saying does not have the Find my IPhone turned off. I work in IT, I removed the device. I don’t why it is still showing on their end. I can’t get them to tell me “how” they are determining this.

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Answer 4

Sep 4, 2019 6:34 AM in response to Help_FindmyiPhone

Thanks for your help! I really appreciate the responses. For anyone else that could run into this, I finally figured out that Asurion had reversed the IMEI numbers & they were checking the one that my son was using, the good one! It took over a dozen phone calls, but once I got to the right person, they checked & Voila! Verified that the bad device was indeed removed from iCloud/Find my IPhone on 8/28. No apologies, but thank God I will not be charged $500 for a beat up refurbished phone. Terrible customer service & no one seems to know what they are doing over there. Scary

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Answer 5

Sep 4, 2019 7:54 AM in response to Eric Root

honestly, both. Verizon Tech Coach was awesome. Apple Support was awesome. Asurion on phone & chat just refused to try to problem solve the issue. They were short & repeatedly told me they could not help & would transfer me to Apple or just tell me to go try to remove again. I consistently questioned which IMEI & they kept telling me they could not provide, so I kept giving it to them & asked them to match it up. They said they couldn’t. I just kept calling, at least twice a day. Yesterday, the rep put the IMEI info in the “notes”’& then suddenly today, they confirmed it was turned off on 8/28.

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