FACTS!!! after 3months shy of 20years with T-MAFIA. I am done. Assurant sending me the floor model s23 ultra. Over the purple 512gb I purchased through tmobile. Was the last straw for me. 

The worst part of my 8day ordeal is finding out they sent me the basic floor model because that's what shows up on my account, IMEI# & ALL. & I have asked t-mafia MULTIPLE times why that phone shows up and to take it off. They call it a glitch and assure me I have nothing to worry about. 

Then I had to file a claim & these reps said its my phones 2nd imei#  which makes no sense. Because my phone is 512gb that phone is 256gb .. different colors and all. T-mafia knows my claim will go thru on that POS cheap phone. Because they are all in on the scam. The claim for my purple512gb got denied because it's "not on the insurance at the time of damage" but an unknown basic pos phone IVE NEVER SEEN, TOUCHED OR HAD IS INSURED!!?!?  Absolutely NOT. 

We can't change our phones on the app or website. Tmobile should have it registered since it's the only 1 I have and the one that's being used. FED TF UP.

A tmobile agent did that. And they should be fired & they need to fix the problem. I'm getting a lawyer & contacting the BBB and all other FEDERAL ABC companies that investigate for consumers. 

Goodluck

I traveled to Peru in April. I asked T Mobile to unlock my phone so I could insert a local chip and be able to call local numbers in Peru. 
my friends with AT&T and Verizon had no problems at all, although they are still paying for the phone unit. T Mobile lied repeatedly. I spent hours getting the turn around. Customer service assured me they were going to “help you and solve your problem..” lies and more lies. At one point a useless customer service asked me ( after I had explained my need) why I wanted to use the phone in Peru. I was so frustrated I gave up. EXTREMELY POOR SERVICE, LIES, MORE LIES…PROMISES….MORE PROMISES.

I am traveling to Spain in a couple of weeks and I’m sure T Mobile will continue to be the T Mobile many of us hate. Does anyone have a suggestion to circumvent the T Mobile debacle? 
 

I had a similar situation happen. This company is a joke and is absolutely worthless. We are canceling this service for sure. 

WOW, I myself am currently experiencing the same issue as Laura10volleyball.  I have been with T-Mobile 19 years and have never had any real issues as I am today having with their totally ABYSMAL insurance partner (ASSURANT).  They are a real piece of work.  I have taken up my issue with Consumer Affairs and will go further (Attorney) if I have to.  I paid my deductible for a replacement phone (105.00 dollars) due to my long address I suppose it took 4 attempts for me to actually receive my replacement phone (3 where returned to sender via UPS) upon receipt of my phone (sat) I immediately returned my damaged phone (monday) as with their instructions - The enclosed packet and return label.  Well this was done in the month of Oct, come 1 week before Christmas I get a T-Mobile bill also with a “no return phone fee”, really.  Once the mailman picks up the mail, I have nothing more to do with the item!  However, I did spend allot of time and energy between the USPS and ASSURANT and still their customer service is saying I have to pay for the damaged non returned phone.  I am a senior citizen and have exhausted all my energy and time as well.  You are right and it should be made aware all over that ASSURANT has totally disregard for their customers time and peace of mind, especially for the elderly and longtime client of T-Mobile.  

Disappointing Customer Service Experience with T-Mobile Insurance carrier Assurant!!! Ugh.

My interaction with Assurant’s customer service regarding a lost phone has been deeply unsatisfactory. Despite filing a claim, paying the $250 deductible, and receiving a replacement phone, the situation quickly soured when I found my original device before the replacement was dispatched. Despite informing them promptly and returning the unopened replacement, I encountered a series of frustrating obstacles.

Upon contacting customer service, I was assured that my original phone could be unlocked within three business days. However, after following their instructions, I discovered that my phone remained locked, impeding T-Mobile's ability to unlock it. Subsequent attempts to resolve the issue through online support proved fruitless, with representatives citing backend complications beyond their control.

Even when seeking assistance from a T-Mobile store representative, efforts to engage with Assurant, the insurance provider, were met with disconnection on two occasions. This lack of cooperation and resolution has left me without a phone for an extended period, despite fulfilling all necessary steps and payments.

Given the ongoing inconvenience and lack of progress, I am deeply dissatisfied with the level of service provided by Assurant. The repeated delays and inability to resolve a straightforward issue reflect poorly on their commitment to customer satisfaction and highlight significant deficiencies in their support infrastructure.

Today I had the displeasure of speaking with an assurant agent. Alita was rude, short and showed no compassion or empathy. I made her aware of her lack of professionalism and she stated “wow I’ve never heard that I was rude and unprofessional before, thanks for letting me know.” In the driest most unconcerned tone. The lack of care for people who are spending their hard earned money with this company is  disgusting. I then asked to speak with a supervisor who told me her name was North and her attitude wasn’t any better. She was mono-toned, she sounded far away from the phone and she seemed not to care about my concerns either. I asked if I could fill out a survey or make a formal complaint and was told that North would have to escalate the call but I wouldn’t be notified of issue. After speaking to Alita and North I don’t trust that my concerns will be addressed. I have been a client with t-mobile for many years and this experience has me ready to leave the company and take my business elsewhere. Do better with customer service if you’re going to give our jobs away! 

Just had similar incident with Assurant. Wife and I bought new phones in July 2023. We have been with T-Mobile for over 20 years. Been very pleased the whole time and haven't had one bad experience until.last month when I filed a claim to get a screen replaced. We've had the phone for 9 months been paying the insurance every month. The phone fell off the night stand one night and caught the foot of the table right in the little 1/16 inch gap between the screen protector and the case. Cracked the screen along the right edge. Barely noticeable but it's chipped and spider web  cracks up the side. Decided to put in a claim because I've never had an insured phone before. Worst decision in my entire life!!! I was impressed when I put in the claim. Only took 15 minutes and $31, I was out the door on my way to a repair shop. Gave them a 5 star . But that was short lived. When I got to the repair shop they said they didn't have any parts to fix my phone. Only thing they could do was put me on a wait list. 2 weeks later got a call and they said they had a screen with my name on it and to come in in the morning and they could have it fixed within an hour. Got there where we had to call assurant to reschedule a repair appointment so the repair would be covered.  Called the rep and it was nothing but a fight for 4-5 hours to try and get them to set an appointment. Talked to 3 different supervisor and they tried to get their system to set the appointment but it always came back with.... this repair location doesn't have any parts. And would not allow us to make an appointment. We even tried to cancel the first claim and start a new one. The system would not listen they always came back with the only solution was to have them send another device. So payed the additional $99. Waited through another 2 weeks of mail delays. Finally a replacement device came. It was a used phone and was green Instead of black like my original device. Called assurant back. I'm returning this refurbished bs. Should have read the fine print more closely. Worst insurance policy I have ever had. Would not recommend this company to my worst enemy. Found out I could have had free coverage through my CU with only a $50 deductible, new device no questions asked, policy this whole time  ($250 deductible with the clown show company) Now it's too late and I'll just have to suffer through a a broken screen until Jump day. Had I really payed closer attention to the fine print I would not have purchased this insurance at all. NOT REVOMMENDED!!!

Same here I have spent 88 days now trying to replace a phone with cracked screen that is insured but still they refuse to approve my claim have not been able to work for that whole time because my phone is my work and no one is attempting any kind of customer satisfaction offers or anything and I have done customer service my whole life 

Same device one at 4 am and the other I received at 7 pm today when I filed my claim Jan 27 and it broke middle of January 88 days ago still fighting with them

Out of curiosity did you put the Sim in a different phone?  If so the insurance will transfer to the new phone causing the broken one losing the insurance.

They claimed all sorts of different reasons each time new excuse and that was one of them till I explained that was the only way to receive the one time text code so they could verify the account than they dragged it out 88 days well tonight they claimed I was past the claim and that the claim was expired so now my friend washed their hands of it and purchased a new phone because I can't work with out it I have a special needs child who can't handle school so I work at home and home school my son so I have to have that phone 

How in the world does Assurant even exist? Total scam, will be dropping them after Apple repairs my phone, got a replacement because my phone battery drained like hell but at 81 percent Apple wanted $89 to replace, Assurant sent me a phone with you guessed it 81% battery health… oh this is after they denied my claim and said my phone wasn’t even covered and wasn’t attached to the line. It was attached and never taken off for over a year.

They are literally the worst company I have ever dealt with in my entire life!!!!

OMG!!!! This was the exact post I was going to make. I was with sprint for over 2 years and have had replacements with Assurant and NEVER dealt with this stuff.  TMobile contract with them need to be revised because this makes them look soooooo bad.    My bill is 291.00 per month   Today 1098 was taking from a phone I returned in March.  WTF!!! All the reps are like so sorry that happen.. STOP saying you are sorry and return my MONEY ASAP.  Now I have to wait until the 13th to look for the credit to be refunded.   I will be dropping as soon as my money is returned.  They dont care!!!! pointing fingers whos as fault is not my problem…. I did my part they need to honor theirs!!!!!!!!!!!!!!!!  This should have NEVER happen and should not to anyone.   Im going to make these complains be heard this is the first stop.   Im not stopping here.

I just went through the same experience w assurant. Device received in their warehouse may 3rd. Nearly 6 weeks later they still havent scanned it and slap me w a $600 no return fee. Both tmobile and assurant were extremely unhelpful. I wasted hours of my time to be told we'll renove it in 1-2 billing cycles, but we cant send you anything in writing. Terrible company and experience. Switching my insurance and will be carrier shopping as well. 

Assurant has to be one of the worst companies ever! I paid $31 to have my screen fixed on May 25th 2024 by the Jamaica Repair Center since it was the closest repair center to Brooklyn NY where I live. Been with T-Mobile 20 years. I’ve been working the last 12 days while awaiting an email or text message from the repair center which never came. Today is my day off so I decided to call Assurant to get an update just for the Assurant agent to tell me that repair center is no longer available. Assurant than proceeds to give me 4 different locations according to my address on file. Two of them being in New Jersey which is a complete different state and the other two being in Long Island which is in New York State but not New York City. Any of these locations would be close to a two hour drive each way, while waiting 3-4 hours or even more to wait to get a phone screen repaired. For me to have to dedicate a whole work shift of more than 8 hours just to save some money is unacceptable. So I had no choice but to now pay the $108.00 to more than likely receive a refurbished phone. I was excited when I heard it was just $29 plus tax to fix my screen. I knew it was too good to be true since you have to sacrifice your entire day just to save some money. Time is priceless so I could’ve ordered a replacement device 3 weeks ago instead of having to write the dissertation. I would’ve literally spent more money traveling to the four repair centers the agent gave me than the actual cost to fix the screen on my phone. T-Mobile and Assurant needs to address this problem since I know I'm not the only customer who is experiencing this horrible customer service. 

This is the most useless service I have ever encountered. Delay after delay. They want their money but will delay sending your replacement. And tell you every time. So sorry but three business days. After the third time of being told to wait three business days I am done. We need to cancel this service and the foreign representatives completely. Whose with me. She a them publicly

Tmobile has gone downhill under new management. It sucks dealing with customer support., useless. I can't even get into what happened this wknd to get my phone replaced, I will say this, why does Assurant even have a number? They make it so you can't speak to a live person and with paid monthly fees  to have one of their support people mock me because I had been going back and forth for 2 days between tmobile and them and was upset tired and kept repeating the same thing over and over. Never again..

I am positive that they could provide a better service. Seems like the supervisor are not committed 

I am experiencing the very same nightmare. Lies on top of lies from both T-mobile and Assurant! I have become so agitated over this situation that began June 23rd. No one old me that I had to pay the deductible before going to a repair store over bridges with tolls. I received confirmation for the appointment I arrived to find that the store was closed. The nightmare begins. After hours on the phone with agents from both companies I was assured that I would receive credit and my phone. Ten days later after so many lies from both companies I have had to chose my mental health over this situation. The last Assurant agent told me that this was happening because of the hurricane just before 4th of July and that the big transporters, such as UPS, FedEx. etc could not reach them. I asked why I couldn't get one from a local store and I was told that those phones are only for their stock. 21 days later I have no phone or tracking number. Please ask who the insurance company is before signing with any cell phone company. Assurant? Run. T-mobile's cell phone wireless service is also beginning to decline. I was I a store and for some reason I couldn't connect to their wifi, which I usually am able to do with no problem.I overheard other people say that they have T-mobile and were experiencing the same problem. Another person with them said that they have Verizon and had no problem. What is the solution????

I would like to be a part of any legal action I am sick and tired of hearing about these scammers and T-Mobile continues to contract with them