I have been a customer of Tmobile for the last 16 years and have filed 3 claims 2 damaged phones and 1 stolen. I have paid $4,608.00 in total for insurance on my devices. $42,240.00 for phone service. I am beyond upset and no is not even the amount I am erroneously being charged by assurant through T-mobile. But is the scam that assurant is able to get away with! This is my story, I accidentally damaged my phone in September and filed a claim with assurant for this phone to be replaced, my claim was approved next day and I received my replacement. I sent the damaged phone back to assurant on September 14th and received a notification it was received September 17th in their York PA warehouse. I received a letter in November stating phone was not received, so I called assurant and their Rep stated that they had actually received the phone but the package had not been scanned in. Then I get a charge on my T-Mobile account in December stating assurant never received their damaged device. I call assurant and again I am told the device was received but the packaged had not been scanned. I wait a week and call again and now another rep is telling me the package I sent was empty and it was received empty, so I ask why would I claim a damaged phone and then keep it. Why would I send an empty package and taken the time to tape it and mail it and track it just so I could be told package was received but it is empty so you have to pay full price for a refurbished phone replacement. This is definitely a scam and there is no way that our packages arrive empty. It makes no sense my phone was literally in pieces due to car accident who would steal a damaged phone that had no use. Please T-Mobile investigate assurant and please find another insurance provider for your customers.

Almost the exact same thing happened to me. I sent my damaged phone back in September, never received a text and got a letter in October. Assurant told me they checked with the warehouse and they had received the phone but it had not been scanned in yet and they would do so. That first rep said they verified that IMIE number.In January I had the $500 charge hit my bill. I called Assurant again and they told me they would do an investigation. I called back again today 2/4/2022 and they told me that the envelope had been received open and the device was missing.Even though the first rep had noted in my account that the device was received they were not budging on the $500 fee.They told me that they weighed the envelope but would not tell me what the wait was and that I would not receive that information. He told me the notes on my account aren't mine and that I was going to pay that money. I spoke to a regular rep who said they did not verify IMIE numbers, but the manager said that they normally do verify them and they didn't so that meant my device wasn't there even though the original rep in October told me he had verified the IMEI number.Luckily T-Mobile took care of it with a single call and took the fee off of my account but I really do hope they find another insurance agency to partner with. I will be filing a complaint with the Washington State insurance commissioner. Assurant has serious operational issues possibly bordering on criminal judging by the sheer number of complaints I'm seeing with people who have the exact same thing happen. I wouldn't be surprised if workers at this company were trying to make an extra few bucks off damaged phones.

Hi! I am going through thr same thing, I have been a T-Mobile customer for years and have been on the "jump" program. With that said, upgrade my device or replace my device if it's broken. I ordered a replacement for a cracked screen on my note 10 in October I got the device later that month. I sent the device back within the time frame asked. Because I'm a flight attendant, I couldn't go to tnovle or the postal office in person, so I sent it from the hotel in Washington. It's a locked box so no one other than the postal office could have access to it. I kept calling t-mobile and assurant in regards to the missing phone. They said no tracking information has been processed, and that they were investigating the wearabouts of the phone. In this case it could be an issue with the postal office because it shows it arrived the distribution center in April 25yh and assurant got it the 27th. However, they said the package was empty. I am in the process of investigating because where has this package been all these months ? How didn't get the the distribution center, meaning where did it get picked up from and when, furthermore when they say the package is empty is it open and being delivered like that? (Doubt it)I would like to know how they are documenting thr pakackage, is it taped? Is it tampered because that's illegal. Something in these empty packages claims feel faulty. Not only that, there have been one or 2 instances where I got a call from t-mobile stating that they have received the phone. To give it a few days to process and this was prior to the April 27th claim whwn they supposedly received it. And worse, this company doesn't offer any dispute process or anything because they they claimed they couldn't do anything that the charges were valid because they received the package past the 90 days, i said "well then I would like my old phone back, if I have to pay for it" them they responded yeah the other problem is that the package was empty. So we can't send anything back either. Sorry nothing we can do. They are trying to charge me 700 dollars! And my service keeps getting disconnected because these charges keep being part of my bill. So it shows that I have a balance due. And approximately every 1p to 15 days my service gets cut off. (And I have to call about every 15 days since January) to make matters worse they cut off the service at the lost inconvenient time. One weekend I got suck in the street because I couldn't order an uber home. And I couldn't call anyone because there was no customer service at 2am. It was scary horrible and extremely frustrating sometimes its a Friday night, a Saturday night or a Sunday night. Amd nothing can be done till I speak to someone cause the system automatically does it, and I have to speak to someone then to give me another 10 to 15 days. This has been a nightmare and I will keep fighting cause something is really fishy and someone is lying. And I sad that the customers who have been loyal for 10+ years, have never had an issue returning a device or paying the bill etc to be treated like we don't matter. Nothing being able to be done to help or prove possible resolutions. Nothing. And I love t-mobile bit I'm seriously questioning if I even want to continue because this has been horrible, and it's mainly with the insurance company that I have an issue with. If anyone else has an issue PLEASE REPORT IT TO THE BBB!!! Overtime your voices can be heard as a whole. And if there is a pattern there is definitely something illegal going on. But to not pay for something if you have enough proof/evidence that you did your part. It's time they do theirs and do the right thing. Stealing/scamming/Lying cannot be tolerated!

Having read all the above, it appears Assurant has a SCAM, and has for many years. Perhaps we should file a Class Action Suit Against Assurant, and include T-Mobile as a Facilitator of the Scam.

OMG!!!!!! Literally the same month Sept. when my claim was opened and approved and the same month Nov when the response was "empty package" apparently this is the month when an Assurant employee got their hands on quite a few devices, however for me T-Mobile suspended my 5 lines and my entire family has been without service for a couple of weeks. The reason I haven't gone to another provider is because we have never had issues with the service. However they told me that it would take a week or so for the 2nd level investigation was completed which will be in a couple of day and if my service is not restored, I will go to another provider, keep.all my #s and fight till the end. I know they will send my account to collections but I will call the news, go to consumer agency's, and even get a lawyer, and make a HUGE deal about it, to get it cleared out and out of my credit report. It is obvious something shady went on durint the month of Sept. Everyone with the same issue PLEASE SPEAK UP AND NOT LET THEM GET AWAY WITH ANYTHING!!!!!! SPEAK UP EVERYONE.

same exact thing is happening to me. i broke a phone had assurant send me a new one. the one they sent me was damaged when i got it , it had a burnt screen so tmobile sent me a new one. i setn back both phones and months later they hit me with a 2600$ bill for two note 20 5g ultra. ive been told they found one then a month later i was told by a manager that NOT ONLY 1 BUT 2 PHOONES GOT SENT BACK TO THEM BITH EMPTY PACKAGES!!!!! mind you one i dropped off at fedex and one was dropped off at ups. i did not package either phone i showed up to each store (fedex and ups) i showed them the email they scanned the QR code i handed them the phone and i paid the fee and left… i checked the tracking and both ttacking numbers had weight of 1.5 lbs and both were signed for now i am in a dispute with tmobile…. they have magically found one of the phones but they are trying to stick me for the other one. i habe contacted consumer affairs and was sent to telecommunication and cable department. we’ll see what happens but ive found countless stories online of the same nature. could you please let me know what you did and who you contacted to get a resolution? thank you

Assurant return damaged device package Empty!!

JacobS
Roaming Rookie
Hace 3 años
Almost the exact same thing happened to me. I sent my damaged phone back in September, never received a text and got a letter in October. Assurant told me they checked with the warehouse and they had received the phone but it had not been scanned in yet and they would do so. That first rep said they verified that IMIE number.
In January I had the $500 charge hit my bill. I called Assurant again and they told me they would do an investigation. I called back again today 2/4/2022 and they told me that the envelope had been received open and the device was missing.
Even though the first rep had noted in my account that the device was received they were not budging on the $500 fee.
They told me that they weighed the envelope but would not tell me what the wait was and that I would not receive that information. He told me the notes on my account aren't mine and that I was going to pay that money. I spoke to a regular rep who said they did not verify IMIE numbers, but the manager said that they normally do verify them and they didn't so that meant my device wasn't there even though the original rep in October told me he had verified the IMEI number.
Luckily T-Mobile took care of it with a single call and took the fee off of my account but I really do hope they find another insurance agency to partner with. I will be filing a complaint with the Washington State insurance commissioner. Assurant has serious operational issues possibly bordering on criminal judging by the sheer number of complaints I'm seeing with people who have the exact same thing happen. I wouldn't be surprised if workers at this company were trying to make an extra few bucks off damaged phones.
vcastillo15
Newbie Caller
Hace 3 años
Hi! I am going through thr same thing, I have been a T-Mobile customer for years and have been on the "jump" program. With that said, upgrade my device or replace my device if it's broken. I ordered a replacement for a cracked screen on my note 10 in October I got the device later that month. I sent the device back within the time frame asked. Because I'm a flight attendant, I couldn't go to tnovle or the postal office in person, so I sent it from the hotel in Washington. It's a locked box so no one other than the postal office could have access to it. I kept calling t-mobile and assurant in regards to the missing phone. They said no tracking information has been processed, and that they were investigating the wearabouts of the phone. In this case it could be an issue with the postal office because it shows it arrived the distribution center in April 25yh and assurant got it the 27th. However, they said the package was empty. I am in the process of investigating because where has this package been all these months ? How didn't get the the distribution center, meaning where did it get picked up from and when, furthermore when they say the package is empty is it open and being delivered like that? (Doubt it)
I would like to know how they are documenting thr pakackage, is it taped? Is it tampered because that's illegal. Something in these empty packages claims feel faulty.

Not only that, there have been one or 2 instances where I got a call from t-mobile stating that they have received the phone. To give it a few days to process and this was prior to the April 27th claim whwn they supposedly received it. And worse, this company doesn't offer any dispute process or anything because they they claimed they couldn't do anything that the charges were valid because they received the package past the 90 days, i said "well then I would like my old phone back, if I have to pay for it" them they responded yeah the other problem is that the package was empty. So we can't send anything back either. Sorry nothing we can do. They are trying to charge me 700 dollars!

And my service keeps getting disconnected because these charges keep being part of my bill. So it shows that I have a balance due. And approximately every 1p to 15 days my service gets cut off. (And I have to call about every 15 days since January) to make matters worse they cut off the service at the lost inconvenient time. One weekend I got suck in the street because I couldn't order an uber home. And I couldn't call anyone because there was no customer service at 2am. It was scary horrible and extremely frustrating sometimes its a Friday night, a Saturday night or a Sunday night. Amd nothing can be done till I speak to someone cause the system automatically does it, and I have to speak to someone then to give me another 10 to 15 days. This has been a nightmare and I will keep fighting cause something is really fishy and someone is lying. And I sad that the customers who have been loyal for 10+ years, have never had an issue returning a device or paying the bill etc to be treated like we don't matter. Nothing being able to be done to help or prove possible resolutions. Nothing. And I love t-mobile bit I'm seriously questioning if I even want to continue because this has been horrible, and it's mainly with the insurance company that I have an issue with. If anyone else has an issue PLEASE REPORT IT TO THE BBB!!! Overtime your voices can be heard as a whole. And if there is a pattern there is definitely something illegal going on. But to not pay for something if you have enough proof/evidence that you did your part. It's time they do theirs and do the right thing. Stealing/scamming/Lying cannot be tolerated!
drippedoffincal
Newbie Caller
Hace 2 años
Having read all the above, it appears Assurant has a SCAM, and has for many years. Perhaps we should file a Class Action Suit Against Assurant, and include T-Mobile as a Facilitator of the Scam.
magenta8578885
Newbie Caller
Hace 2 años
OMG!!!!!! Literally the same month Sept. when my claim was opened and approved and the same month Nov when the response was "empty package" apparently this is the month when an Assurant employee got their hands on quite a few devices, however for me T-Mobile suspended my 5 lines and my entire family has been without service for a couple of weeks. The reason I haven't gone to another provider is because we have never had issues with the service. However they told me that it would take a week or so for the 2nd level investigation was completed which will be in a couple of day and if my service is not restored, I will go to another provider, keep.all my #s and fight till the end. I know they will send my account to collections but I will call the news, go to consumer agency's, and even get a lawyer, and make a HUGE deal about it, to get it cleared out and out of my credit report. It is obvious something shady went on durint the month of Sept. Everyone with the same issue PLEASE SPEAK UP AND NOT LET THEM GET AWAY WITH ANYTHING!!!!!! SPEAK UP EVERYONE.
jpays86
Newbie Caller
Hace 3 años
same exact thing is happening to me. i broke a phone had assurant send me a new one. the one they sent me was damaged when i got it , it had a burnt screen so tmobile sent me a new one. i setn back both phones and months later they hit me with a 2600$ bill for two note 20 5g ultra. ive been told they found one then a month later i was told by a manager that NOT ONLY 1 BUT 2 PHOONES GOT SENT BACK TO THEM BITH EMPTY PACKAGES!!!!! mind you one i dropped off at fedex and one was dropped off at ups. i did not package either phone i showed up to each store (fedex and ups) i showed them the email they scanned the QR code i handed them the phone and i paid the fee and left… i checked the tracking and both ttacking numbers had weight of 1.5 lbs and both were signed for now i am in a dispute with tmobile…. they have magically found one of the phones but they are trying to stick me for the other one. i habe contacted consumer affairs and was sent to telecommunication and cable department. we’ll see what happens but ive found countless stories online of the same nature. could you please let me know what you did and who you contacted to get a resolution? thank you
nel71685
Newbie Caller
Hace 2 años
Going through the same thing right now. 20 years with them. Only used the insurance a couple times. T-mobile turned off all 5 phones. I spent the day messaging them on a laptop. They told me to pay 215 to get my phones back on. I did. They told me they couldn't turn them back on and that I needed to call Assurant. Clearly I can't call so they call me. They connected me to Assurant and Assurant keeps "trying" to send me to USPS. USPS fraud department is always "closed". They all just keep hanging up on me. T-Mobile reps keep telling me I need to pay the almost $600 for the phone to turn my service back on. Something fraudulent is going on and I am not paying. My husband is going to the store in the morning to try and talk to someone and call our lawyer. Good to know this is happening to other people. Could get a class action lawsuit. Don't want to but this is garbage!
gramps28
Router Royalty
Hace 2 años
If you used a credit card file a claim to have the charges take off. Send them all the documentation you have. Good luck
Maka
Newbie Caller
Hace 2 años
I am dealing with the same issue right now, we put a claim on December 2022 we also got our devices, but I feel like we been scammed, we did return the broken devices but unfortunately assurant said they received an empty envelope, I did asked them to run an investigation on it because I know I was the one who send back the devices, I took my time to tape the envelope also to walk in to the post office to make sure they weight and scan the envelope. It is so frustrating to do investigation on assurant and post office, hoiii , they wanted me to pay $800 for the devices not received, but I am so frustrating knowing that I have proof they received the package, it's a scam, I do not know what to do now, every time I call they said sorry for the inconvenience but you have to pay , I said what? Can someone please help me with this situation 😫
drippedoffincal
Newbie Caller
Hace 2 años
EVERYONE WHO HAS HAD ISSUES WITH ASSURANT NEEDS TO TAKE TO TWITTER WITH THEIR STORY...COMPANIES LIKE ASSURANT NEED TO HELD ACCOUNTABLE.
jolynncota
Newbie Caller
Hace 2 años
I broke my phone in December and filed a claim through Assurant INC. , who sent me a replacement phone.
On December 22, 2022 i returned the broken Samsung Gallexy S 21 Ultra black to Assurant INC. with the provided prepaid postage envelope they supplied. In the month of January Assurant INC. applied a fee of $696.49. Upon seeing these charges I imediately got in contact with T-mobile because the charges were applied to my T-mobile account. T-mobile stated Assurant is responsible billing party and the resolution would have to come from Assurant, they can not take the balance off. I imediately contacted Assurant INC and they stated they have the package but they need 2-4 weeks to process and scan the package to enaure correct device is in package. I allowed the 2-4 weeks but the charges were still there so i initiated contact with Assurant INC. who advised me that the process was taking longer then usual and they still havent scaned the device. These charges are still there today i have continously contacted Assurat INC seeking resolution to which they have provide none and are now stating the package was returned empty and the charged were valid,which is incorrect. I asked them to do a claim through USPS which they wont do. I have a tracking number showing the device was deliverd yet im still being charged. As a result of these charges my phone services has been suspended by T-mobile and can not be restored untill these charges are removed. This has to be illegal and there shold be a lawsuit filed!