Forum Discussion
Being charged for phone after returning back to Assurant...
Hi there, I'm having a really stressful time right now getting the run around from T-Mobile and Assurant regarding a phone claim I have. The Merchant Return Labal states: PERMIT NO. 395 LANCAS...
Do you still have the information regarding the sending and receiving of the unit? What does your tracking info from the return label show regarding last location scan?
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.
