Assurant return damaged device package Empty!!

I have been dealing with a concerning issue with Assurant Inc. Since 12/12/2023. This is the first time in over a decade that I experience an issue to this extent.

After 1.5 months of delays on their end due to the phone being out of stock in any color on their end they offered the following:

 purchase the replacement out of pocket, send  the damaged phone, and wait for a reimbursement check 10 days after they recieve it. 

After following up via email on 02/02/2024 about the much needed reimbursement they responded 02/05 con lo siguiente:

"Upon review of your claim, I did find your tracking number has been received by our Device Care Center on Friday 2/2/2024 at 1:40 pm and is waiting to be checked into your claim. This process can take 3-5 empresas days to complete. "

I followed up again and received a response on 02/09 indicating

"While the processing of a package in our warehouse normally takes up to 5 business days, our warehouse has advised that there is currently a backlog in processing of return packages. Unfortunately, due to this, the confirmation of your return could be delayed. We do not have an ETA as to how long this will take."

At this point it's become unreasonable how long it's taking. After no update I emailed on 02/16 with the same question about when will they send my reimbursement check. It was hard to understand how they could recieve the package and continue to ask me to wait for it to be scanned. 

02/16 I asked them to reach out to the Device Care Center to confirm as to why it's not scanning. I became suspicious and even more concerned at this point. 

After waiting with no updates or any communication on their end after 5 business days I reached out on 02/22 kindly asking for an update.

02/23 they emailed:

"I have reviewed your claim and I see our Device Care Center replied to our DCC inquiry about your damaged device on 2/20/23. They have confirmed that they have alerted our LV receiving department. Please allow 3-5 business days from then to receive reply at which time the claim will be noted by our Device Care Center". 

At this point I am increasingly frustrated and tired of the ongoing message of "please allow 3-5 business days". After how many more times of waiting 3 to 5 business days? 

At this point I decide to call and the first rep reiterates that I have to wait 3 to 5 business days. The call lasted 30 minutes. 

I call on 02/27 and ask to speak to a supervisor. She repeated the phone hasn't been scanned and I have to wait 3 to 5 business days. 

I begin to suspect that someone has stolen my phone and I am becoming increasingly upset about the lack of transparency. 

I called today 02/28 and the first supervisor  relays incorrect information that is irrelevant to my claim. After 18 minutes I asked him for an update and he hung up on me. 

I called again and luckily encountered a competent supervisor named Jessica. She was able to take details notes, followed up with the warehouse, and gave me a relevant update. 

I will now have to wait for 3 to 5 business days for the documentation she submitted to process. Afterwards I have to wait 10 business days for the check to be mailed. I felt that she took time to understand and took steps to figure out what is actually going on. 

Plenty of people on the Better Business Burue, Reddit, Twitter, and this forum have complained about the same issue occurring over the last 2 years. I worried even more even though Jessica was reassuring after reading about similar experiences.​

i reached out to a competent tmobile rep (not the first one I called)  who did a three way call with another assurant supervisor and I. She took notes in the background. The same information the most helpful supervisor (Jessica) informed me was reiterated by Todd. I wanted the tmobile rep to document whether or not I will be unexpectedly charged if the phone is allegedly not scanned. Todd confirmed my phone was not located and technically lost. 

After Todd's update the helpful tmobile representative asked for clarity. Am I in the last step of the process? Are you confirming that a check will be issued 10 business days after the documentation is processed in 3 to 5 days?"

SHE ASKED THE SAME QUESTION IVE BEEN ASKING SINCE 02/02/2024. IT HAS BEEN 19 business days. 

The waiting time has reset. I will wait 20 more business days before following up with them again. I hope I don't have to email or call for an update at the end of March. I want my phone back or for them to finalize this prolonged process. 

Hopefully they notice a pattern. They are going to lose customers. 2 of my phones will no longer be insured by this company.