Assurant return damaged device package Empty!!

Use your tracking number to contact customer service to let you know the weight of the package at different locations on the way to its destination. It will save you time. I am waiting for a reimbursement check since 02/2. Just figured out that my package weighted 1 pound and .6lbs at another location on the way :/.

Assurant is the worst company I have dealt with in my life!!!!

They are still scamming people, absolutely the worst company I have ever dealt with in my entire life, I am literally afraid to send the garbage defective phone back with an 81% battery health back after the horror stories here too now, and that was my replacement for my phone at 81% and a tiny crack on the front. What a waste of my time!!!!

oh and they weren't approving my claim until I filed a BBB complaint then miraculously my phone that wasn't on the phone line at the time of the claim suddenly was confirmed to be incorrect. It never left the line whatsoever. 
 

Just at a complete loss of words. My only question is T-mobile in on it? Why would they use such a horrendous company???

magenta8578885 wrote:

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.

iM GOING THROUGHT THE SAME THING DID YOU GET IT FIX?

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

RajDouglas wrote:

RSNeumann wrote:

I found a solution to the lack of Customer Service and Accountability from both TMobile and Assurant. File Better Business Bureau cases against both. Miraculously, the Executive Customer Service members CAN be contacted, listen, roll their eyes that it didn't get to them sooner, and amazingly the charges can now be reversed. 

Thank you for this information ma'am. I'll probably just do this and save further headache(s)!

Have a blessed day. 

Raj Douglas

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

So a month ago when i wrote on here about this claim i was frustrated going back and fourth with assurant tmobile and usps. My only way i figured to fix this was to conplain and leave bad reviews. Anywhere i could including here. But the bad review that got me on the line with a tmobile representitive manager was through the text msgs tmobile sends after speaking to a regular representitive and i left all "0". The text msg comes from a 1112#. I got a call from a nice young lady named aria. She listened and understood my frustration and actually 3 wayed assurant and stayed quiet in the background and personally heard how dismissive their representatives were even after i mentioned how this was a recurring issue they had, and then spoke up and asked to speak to their manager. Once he got on the phone it was the same she was quiet and then stepped in when they tried to blow me off once again. And once she spoke up he explained that now my package arrived empty. And that when the packages are recieved from the carrier empty they are to make notations if the box is tampered with or if empty. In my case had niether. Therefore he said he would go look at the box/pictures of the box if it looked damage it was on the carrier. But if not he would cover it. And came back and all he could say was he would cover the cost and was able to remove the payment. This is rediculous i had to take a whole day off of work to deal with this nonsense considering how big of a company tmobile is. Definitely disappointed but very happy Aria was able to reach out and help me take care of this. Atleast now i know to make sure i personally take it to the usps window and pay for an insurance policy to make sure it doesnt happen again. I hope this helps somebody solve this. And if they charge u the money they will reimburse u the money but may take up to 30 days.

Phoenix78 wrote:

Looks like T-Mobile is the scam!! I filed a claim in May sent the damaged phone back now being charged for the damaged phone that Assurant says they never received. Same as all of the above. T-Mobile needs to get it's crap together and make sure their insurance is reliable and not a scam. SHAME ON T-MOBILE 

msstargurl wrote:

Same thing just happened to me. I got a charge for $800 on a a claim for a damaged phone I returned since May. They barely charged me in October for it. I called them the first representative said they received and scanned it but don't know why they didn't take the charge off, she said she would investigate. Called again today and they said they received it but the package was empty. I asked if the package looked damaged, she said no it did not only it was empty. She told me I have to file a claim with USPS but if this package is not insured this claim is pointless. The phone was inside the package its a fact. I asked her what if this is on their end their warehouse, did they steal it and is their footage and she said that's not available. I am so glad to read all these comments because it makes me feel at ease that it's not just happening to me but they are actually doing this. This is really wrong to do this to any person, I would never want anyone to feel this way. I pray that if they are doing something illegal that they are held accountable for it. 

This is totally ridiculous for T-Mobile to still be working with a company that is a scam. I too am going through the same thing as others. The stories I have read are the exact same as mines. Months later I get billed for not returning damaged phone. Assurant workers are so dismissive. I am beyond frustrated to have to keep calling back trying to get this resolved. I have my receipt from post office and tracking number. Been with T-Mobile for 6 plus years and this will definitely be a reason I leave the company for allowing this scam to continue to go on. 

Yep, these folks are either incompetent or fraudulent. T-Mobile stone walled me, Assurant stone walled me. This is a scam of epic proportions. Between the Monthly fee, the deductible, then claiming "empty envelope", and likely refurbished phones at pennies on the $. Yep, first and last time I'll buy insurance and I am going to buy out my contract and NEVER come back to T-Mobile again. Worst service ever and worst customer experience ever. And I made it through the AT&T to Cingular to AT&T to Cingular to AT&T in the 2000's :D

Saralit wrote:

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.

This is unbelievable how many people deal with this! I am dealing with the same thing! I sent in the device in september and they waited until the end of november to add 500 dollars for the phone that they said I did not return but I did. They automatically took out the money after I went to the store and got a collections hold on it. When I called to get a refund the person said someone took off the hold, took out the money, and put the hold back on and that that shouldn't have happened. They sent the refund in just for me to be told the refund was not approved. I called back and am currently waiting for the money to be refunded. I called assurant to get this off of my bill in november and they told me it was their fault and that the package was not scanned and that she would leave a note and it would take up to 2 billing cycles to come off. Well now I called today (december 10th) for me to talk to 16 different people! and all of them tell me there is no device in the package!!! I know I sent it back I have a picture for when I sent it out. They continued to tell me "I'm sorry I understand you're frustrated but there is nothing in the device therefor you have to pay the 500 dollars". I have not gotten anywhere with them and have to pay 500 dollars even though I did what they said and sent the phone back. They told me that there is nothing in the package but then proceeded to tell me they cannot scan the IMIE code so there's nothing in the package. Then I had a guy tell me that assurant would not accept a package that does not have a weight to it after I asked them why I would send an empty package. So he says that but then proceeds to say the package is empty. On top of that I kept asking if the reason they cannot accept the package is because the IMIE code was not in there (Small pieces of the phone were in the package because my fiance ran his phone over with the lawn mower and we sent back what was left of the phone that we could find) and the person just kept saying that the package was empty. I said did you look at the package in person? He said it is empty and so it cannot be scanned. The 16 people I talked to just kept going in circles and telling me I have to pay and that the package was empty and did not help with anything. I was on the phone for over 3 hours and eventually kept asking for the persons higher up supervisor to which they put me on hold and said they would get the supervisor just for the last guy to tell me over 3 hours later that he would have the highest boss call him tomorrow. I am sure that will not happen. They took my entire paycheck the day I was paid except for 120 dollars. I have a car payment, car insurance, a mortgage, a bed, credit cards and health insurance due this week, as well as 3 dogs that need food. 

This is honestly crazy what's happening! Been w/ T-Mobile since 2004 and I never had problems with (ass)urant until this past couple of years. Now they're constantly "Not receiving the device(s)" or the "boxes are received but empty inside". Totally unsat! I got forked with a bill and then had to wait for them to find it or receive and when they did (Finally) they said 'it'll be reversed automatically'… that became 'it'll reflect on my next billing cycle or two'… 4 months I'm calling every week to get my money back, lines getting suspended, fees., etc,. Thank God the T-Mo reps are great (not all, not all, not all but most) and they were calling with me until it was completed. Here I am again dealing with it again. I cancelled my insurance completely since it makes no sense to even have them, they lose it and I'll be charged so what difference does it make besides me keeping my money for when it happens I handle it on my own and won't have to wait for it. Hope and pray for it to reach (ass)urant…

2 Corinthians 11: 6 ‘but though I be rude in speech, yet not in knowledge…’ 

Anyway, I got hit with an $1100+ tab today and it's disheartening. T-Mobile can't do anything about it and looking at how it's been happening to all of you other customers, it seems like I'm being taken for money and I really hope not. I'm a disabled Marine veteran with six kiddos. It's taking food out of their mouths and clothes or sneakers off their bodies. This isn't right and it's no coincidence that it's happening to so many ppl.  I understand there are some crooked ppl out here in the world, but c'mon bruv. This isn't it. Michelle (my T-Mobile customer rep.) was a legit consummate professional and helped me as best she could/can! If it wasn't for her I'd drop t-mobile today! After 20 years 😔. I hope they find the devices and I hope I'm not being scammed by the insurance agency. 
 

Peace of Christ all of you. Have a blessed day. 
Raj