Forum Discussion
Assurant Damaged Device Returned - Not Recived
I filed a claim with Assurant in early February 2020- they denied it at first then after another call they approved it. I received the replacement and returned my damaged phone on 2/7/2020 via USPS using the label they provided.
I called after receiving the second notice that the phone was not received as it should have been delivered by then. Turns out it had been delivered on 2/11/2020, but there was no phone inside the envelope.
I called Assurant and was told that the envelope was sealed, but that the ends were opened. Sounded to me like the way they probably open these when they arrive and process the claim. Regardless, they said i would have to file a claim with USPS and that if they did not find the phone i would be charged non returned fee for it. I asked them to share there notes with me, so that i could use them when filing a claim with USPS, she said she could not. I asked that the call be escalated and the manager proceeded to tell me that was correct and that USPS has a contact with them and they could share information directly with them. At this time she also said that the envelope was not opened, but referenced tampered claim.
As requested I have submitted the claim with USPS, but we are almost at the 30 day mark so they will be passing a fee to T-Mobile and 15 days later it will be billed and they can not undo it even if USPS finds the phone. To say i am unhappy with Assurant is an understatement as they are going to charge me up to $600 for the damaged phone that i know was returned.
I have been a long time custom with T-Mobile and have had a couple of claims over the years and have had no issues with the damaged phone being received by Assurant. I do not want them to pass a charge over to T-mobile for something that i know is incorrect. I am asking T-Moble to review my account and help me resolve this with Assurant.
Going through the same issues as you all now.
Received a replacement phone for a cracked screen, put the old one back in the box with their label and handed the package to the usps driver.
Assurant saying its never scanned. I have the USPS "Earl" driver on camera stating he scanned it. Video link posted below. Also have the Jupiter Post Office manager stating that it was scanned.
Filed a complaint with the better business bureau. I wont pay their out of principle. I didn't pay for their postage, they can file their own shipping claim. Even the USPS driver states in the video they could be scamming.
Further more, these people have us send these high dollar phones back in non discrete packaging. no wonder there are issues like previously reported.
T-mobile needs to get involved here. They're going to be hemorrhaging customers based off association.
https://drive.google.com/file/d/1rLDKtpFcVYjPoV5V7ef_WDAcvEByzWoi/view?usp=sharing
Same here. Didn’t have this issue before, but I just noticed they tacked on some insane amount to my January bill, claiming “Assurant: DamagedDevNotRecvd” which is not my fault, for sure (it’s been shipped probably a MONTH OR MORE AGO)…
So you guys are saying if I file a BBB claim it should work? Or should I just go straight to Small Claims Court and force them to send their shitb@g attorney to explain how it isn't a massive fraud they are running here, just based on this topic?
Crazy_busy_life wrote:
I am going through similar issues and I notice no rep has replied to your questions and concerns here. I do not recommend this company to anyone after the treatment I have had, and experience with system glitches, poor paper trails, people breaking policies to cover their mistakes. We as customer is paying the price. Its sad bc they have protocols in place to show it the phone is being used still, where, by what company est. So if it was never reactivated then clearly the phone is of no use to the claim filer and it would make no since as to why the phone was not returned on the customers end back to the insurance company. Why would we want those fees for a phone we can't use?
HI i am dealing with the same issue? How is it fair for us to pay for the phone when we sent it back but warehouse is saying the device wasn't in there when there is weight on the box there tell me i have to pay 1200 to turn my phone back on when they receive it
HI,
The same exact im dealing with right now this is the first time i ever insurance my phone i been with t mobile and pay 289 ever month for 2 line i sent the phone back and they are saying they got the box but no device which is scam i have proof of me going into ups store with tracking number and they packed my phone and sent it out but when ware house got it they are saying no device was in there they sent me to ups store because they work wit ups to deliver all device to there ware house if i had known that they were not gonna be responsible for lost device i would of went into a t mobile store and i wen to ups store to show proof of me coming in that day on camera giving them the device and them sealing and i paid 10 dollars for them to bubble pack the device and send it to the exact mailing address t mobile customer service sent me in email i had to confirm address and all and it matched up… thinking phone was there but came to find out customer rep saying they got box with no device but box sayings weigh is about 2lbs or more i feel like t mobile is scamming me just to pay for something that i pay insurance ever month for and this is the first time i ever did insurance my phone… they are not trying to work with me to make payment paln they said for me to turn my phone back on i need to make a payment of 1300 they are crazy i told them i want my # and im going to a diffrent carrier they wont give me my number im in the process of getting a lawyer to help me fight this
frqtflyer wrote:
I HAVE THE SAME PROBLEM WITH TMOBILE. IN MAY 2023, I HAD A HANDSET WARRENTY EXCHANGE. I GOT THE REPLACEMENT. I RETURNED THE DEFECTIVE PHONE. TMOBILE HAS THE NERVE TO SAY I DID NOT RETURN THE CORRECT PHONE. I DID RETURN THE CORRECT PHONE. NOW MY ACCOUNT HAS BEEN BILLED $845.45. THIS IS OUTRAGEOUS. THIS IS SCREWING UP MY CREDIT REPORT. I HAVE SPENT 40 HOURS OVER 6 WEEKS ON THE PHONE WITH TMOBILE'S REPS. EACH PRMOMISED TO RESOLVE THE ISSUE, AND EACH PROMISED TO CALL ME BACK. ALL WERE EMPTY PRMOMISES. NOBODY FIXED THE ISSUE, AND NOBODY HAS EVEN TRIED TO CALL ME BACK. I AM A SENIOR CITIZEN, ON A FIXED INCOME. I DO NOT HAVE EXTRA MONEY TO PAY FOR A PHONE THAT I ALREADY RETURNED ON TIME. I NEED HELP. I HAVE RUN OUT OF OPTIONS. ONE SO CALLED "MANAGE", CALLED ME A LIAR. HE SAID THAT I NEVER RETURNED THE PHONE. IS THIS HOW YOUR LOUSY COMPANY TREATS A LOYAL CUSTOMER FOR OVER 20 YEARS? I THINK NOT. TMOBILE HAS TO MAKE THIS RIGHT. I HAVE NO CHOICE BUT TO SUE THIS POOR EXCUSE FOR A COMPANY. HOW DARE YOU TREAT ME SO HORRIBLY!!!!!!!!!!!!!!! SHAME ON YOU TMOBILE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Im going through the same thing i want to sue them
HI Im really stressed out right now i warranty my phone sent back my phone with your tracking number 1Z9E86E78736404657 tmobile rep said you folks got the box but device wasnt in there and trying to charge me 1300 and now my phone is off because of that please HELPPPP im looking into getting a lawyer to help me out i have cameras footage of me going into store and giving them my phone and i paid them $9 to bubble pack it and send it to you folks as well please help
I'm going thru the same thing and was just stuck paying over $500. Last time I made a claim was thru apple care and it was simple and easy. I feel like assurant is running some kind of scam. They are telling me usps should be able to run my claim number and get some information but usps is telling me they see this all the time with assurant and they can't do anything with my claim number.
