We had the same experience. The person who filed the claim did not even use a name in the account. I am from Puerto Rico and everyone in my family have Spanish or Italian anames. The person who filed the claim was Kevin Smith (talk about generic). I received a call from Sprint asking if I we had made such a claim and when I told them I hadn't she asked me to call asurion with a Claim number. I called assurion and told them what was happening, she asked me for my account PIN.
I told her that I was not about to give my account PIN to anybody who had called me, that even Sprint tells you not to give your PIN to anybody. I had no way of knowing if this was an elaborate plan to get my account poin and do whetever else they could. She went and talked to the supervisor and came back to tell me that she copuld not help me without the PIN.
I told her that I was going to give her the claim number, she should be able to start an investigation with that number. That I would not be giving her my PIN and I would not be paying for any Insurance related claim on my account. That I was not the one in need of help since I did not put in a claim, that it was in asurions best interest to simply investigate. I left it at that.
Sure enough, a week after the conversation I get the 200.00 charge on my Sprint bill. I went to the store, they saw the evidence, saw that it simply did not add up that a Kevin Skith from NY was able to get a phone for an account from
PR. They called asurion and even Sprint had to fight with them over the phone, right in front of me.
If I were you, go to the store, the phone representative may not be able to help you, if things get out of hand he can always hang up the phone and claim he got disconnected. in the store however, you can always stay there, through lunch until they get it fixed. If they don't help you, once hunger starts to set in they will become more responsive.
In Sprint'ss defense, however, they gave me excelent service, they always have, but not all stores are created equal.
Sprint flagged my account with a fraud alert so now it is a bit more difficult to get things done, but I rather go through the hassle of Sprint asking a lot of questions than to have my account stolen again.