Being charged for phone after returning back to Assurant...

file complaint to Better Business Bureau!!!

well, same here, USPS tracking stop since Jan 10 and now they are charging me and said that i need to call usps to see what happens to the package but they cannot remove charges

magenta10415790 wrote:

So this post is 4 years old and there are still replies from days ago with dozens of people experiencing the same problem, yet only 1 or 2 have posted their resolutions. I just went through the same thing, so I want to share how my situation was resolved. I don't want to repeat the same story that we see in all these posts; claim with assurant, receive new phone, ship damaged phone, get non-return fee on bill, contact tmobile/assurant, check tracking number, assurant claims they received an empty envelope. 

After that, I went through multiple calls with assurant and tmobile, they each ran their "investigations" to find the phone, to no avail. Assurant pretty much cornered me stating that they received an empty package and that all I could do was file a claim with USPS.

Though the whole ordeal is so ridiculous, it was only at this point that I decided it was too much; why would i have to waste my time, trying to find a phone that I did my part with and shipped out? So instead of a claim with USPS, I went on the assurant website where they have a form that you can fill out to request information. I filled out my info, my claim number, and I asked for the name, phone number, and other contact info of the person who is in charge of my claim, so that I could properly list them as the defendant in a small claims court case that I would open up. NOT 2 HOURS later I received a phone call from assurant "corporate offices". This lady said she could help me and that all she needed to do was track down the shipping info and see what the weight of the package was when I shipped it. So I told her I have the receipt and that it shows the weight was 8oz. She asked me to email a copy of the receipt, I did that within a few minutes, and that same night she emailed me back saying that she applied the credit for the non-return fee to my account.

I hope this helps others!!

 

TL;DR just contact assurant and say that you will sue… they’ll resolve your issue right away. 

thanks for the advice, i filled the form at 925pm last night, today at 3am i received an email “thanks for return your device” even when USPS still show package on transit.

It is astounding to see all the people with the same "empty envelope" issue. I had the exact same thing happen in October 2020.

The first Assurant rep told me they had the device in the warehouse after a long hold. A subsequent rep and manager told me they assumed the device was there but the envelope was open and empty. They told me I should have paid for shipping and insurance myself, which I will do if I ever have to deal with Assurant again.

One rep told me they don't verify the IMEI number, another said they did. One said they weighed the envelope but refused to tell me what it weighed. The manager at Assurant told me I was going to pay the fee even though the first rep noted in my account they had the device (not just the envelope). The manager said the notes weren't mine and that I am going to pay. Basically, Assurant obviously has some serious theft or serious operational issues, and it's clear we end users are not their customers.

TMobile took care of it on the first call. It may be because I've been there over 20 years or I just got the right representative. I am going to file a complaint against Assurant with the Washington state insurance commissioner and I suggest others do the same.

I'm glad some people had luck with the BBB but it too is a private company and has enforcement mechanism other than publishing a bad score. Many companies don't even care about their BBB rating.

I hope TMobile finds a different insurance company to partner with.

I'm going through a similar bad dream. I changed 2 telephones from Sprint to TMobile in April 2020. I took care of the 700 I owed on my old telephones and sent them back utilizing their USPS mark. I didn't discover until August that the telephones had not shown up and presently need to charge me 1500 for the new TMobile telephones. I have called them relentless, they verified whether my old telephones are being utilized however it was resolved that they have not been turned on since April. The two telephones should be sitting some place however nobody can track down them. Issue is they are charging me and will destroy my credit on the off chance that I don't pay. Exceptionally disappointing!!!

Isn't it great how T-Mobile makes you sign into the account to leave a message. Nothing sus about that at all.

I have been a T-Mobile customer since 2001. I started on a different ban (think account) than I have today, but only because I outgrew the first ban with too many lines and needed a second ban to accommodate. To say I didn't like T-Mobile after 21 years would be a lie. And during that time I have always purchased and maintained Insurance on my phone's. I currently have eight phones. AND- until one day ago, I had Insurance on all of them, or so I thought. Over the past 18 months, three of the screens got cracked. I was busy homeschooling my daughter and working full time and such due to Covid, and a cracked screen simply wasn't a priority. But - I wasn't worried because I was covered, right? I was certainly making the payment each month. So two days ago I decided to use the insurance to get the screens fixed. I didn't want new phones, just to get the screens fixed. So I called support and was directed to MyTmoClaim dot com and began the claims process. I was asked to provide the date of the incident. I didn't know the exact date, but I wasn't worried. THE PHONES HAD NEVER NOT BEEN INSURED,  so I put 1/1 2022 - just to have an easy to remember date. The result? Claim Denied. Hmm... Odd. So the calls to both T-Mobile and Assurant began. It was a nightmare. Six or seven calls and multiple hold scenarios. In the end I got no new screen and was so pissed off, I removed insurance from all my phone's. Here's what I discovered at the end of the day:

In order for the insurance I paid for for all those years to be valid, the "incident date" had to occur within sixty (60) days of the claim date. So by not entering an incident date of say, last week, I disqualified the claim. This is the dirty secret they couch in all kinds of weird verbiage. It took me until THE VERY LAST CALL OF THE DAY to finally get this out of them, and even then it took a while because of the language they used. 

Then T-Mobile used the old, "Well, they're a different company than us..." ploy. Well, you know what? YOU'RE selling it to YOUR customers. You are one of the biggest carriers worldwide. Don't act like you don't own that relationship. They would do anything not to lose your business. You should demand better coverage for your customers. 

I decided to type this here as a means to keep my word to T-Mobile to share this bad experience everywhere I am able, and I request that you do the same. Copy, Paste. If you choose to keep the coverage, the incident date should ALWAYS be, "last week." Pick a day - any day last week, and use that. Unless and until a class action lawsuit gets filed, you and I were not covered 61 days ago. Enter 61 days ago as your incident date and your claim will be denied, so always use last week.

Or better yet, do what I did: say goodbye to the coverage that would penalize a customer of 21 years who always bought insurance. That's evil AF. And every time I look at my screen and see the cracks they didn't cover, I will post something similar to this message somewhere. Copy, Paste 

T-Mobile: shame on you. You lost the right to talk to me about Customer Experience ever again. 

And Assurant: may Karma find you at home. Not just for me, but for the millions you are stealing from. 

It's a cute little scam you have going there. Sixty days. Really? Come on Karma!

And now I have to copy this for later. 

You let me down, T-Mobile. You're better than this. Fix it. 

If I have to  do all that  I'm leaving T-mobile  and I'm spreading the word about this. This seems like Sprint BS.

Do Not Purchase the Assurant Insurance (DBA American Security Insurance Company). It is a waste of money and time. They charge a certain fee for Each Line Every Month. Then, when you have a claim, they charge an Additional Large Premium cost for each Claim. It is not worth the money. Then, the Customer Service is the Absolute Worst. They make it hard to receive a replacement device. 

To report a claim over the phone, you will get hung up on alot. They will lie about the 'reason' for your claim. The replacement devices were full of malware and defective upon arrival.

They do not like to honor their 180 day warranty. They just sent me back my old phone. The only way to submit a warranty claim is to call and they will give you a hard time over the phone.

I will be removing this service. It is not needed when they take your money easily but do not want you to use their service.

I am so disappointed in this company. T-Mobile try a different insurance company. I am thinking about leaving T-Mobile as well because their service is lacking and then, having to deal with a fraudulent insurance company as well is too exhausting.

Save Yourself the headache, the reviews are here for you to really choose wisely. You do not want to deak with companies that do not have Integrity

Yeah, T-Mobile has gone way down hill.  I'll be doing everything I can to find a better carrier.  The fact that they don't back up their customer for an insurance service they market under their name is disgusting.  I spent at leas 5 hours on the phone being ping ponged back and fourth after being denied a claim because I was swapping my sim from my damaged phone to an older backup phone.  Even though I had the sim back in my phone on the date I filed my claim I was told repeatedly by Assurant and T-Mobile that my account didn't show the covered phone on my account on the date of the claim.  A supervisor at T-Mobile tried to sell me a new phone at the full cost and said their was nothing they could do.  Literally they were willing to do nothing.  No credit, no new deal on a phone.  Total B.S.  Finally, only by chance, I got a floor manager at Assurant who was able to dig deeper into my t-mobile account and verify that I in fact had my phone active and covered when I filed my claim and immediately approved my denied claim.  The only company I can give some credit to is Assurant for finally coming through.  T-Mobile is useless.  The only reason I stick with them is the Netflix and Free international  roaming.  I'll be looking at other options now.  Any loyalty I had as a t-mobile customer is gone!

Kind of having a similar problem except I got a text and an email saying my unit has been received and then about month later they are charging me 900 bucks for another phone , very frustrating they say they have all the required info to remove the mistake but feels like a run around