Assurant return damaged device package Empty!!

Almost the exact same thing happened to me. I sent my damaged phone back in September, never received a text and got a letter in October. Assurant told me they checked with the warehouse and they had received the phone but it had not been scanned in yet and they would do so. That first rep said they verified that IMIE number.

In January I had the $500 charge hit my bill. I called Assurant again and they told me they would do an investigation. I called back again today 2/4/2022 and they told me that the envelope had been received open and the device was missing.

Even though the first rep had noted in my account that the device was received they were not budging on the $500 fee.

They told me that they weighed the envelope but would not tell me what the wait was and that I would not receive that information. He told me the notes on my account aren't mine and that I was going to pay that money. I spoke to a regular rep who said they did not verify IMIE numbers, but the manager said that they normally do verify them and they didn't so that meant my device wasn't there even though the original rep in October told me he had verified the IMEI number.

Luckily T-Mobile took care of it with a single call and took the fee off of my account but I really do hope they find another insurance agency to partner with. I will be filing a complaint with the Washington State insurance commissioner. Assurant has serious operational issues possibly bordering on criminal judging by the sheer number of complaints I'm seeing with people who have the exact same thing happen. I wouldn't be surprised if workers at this company were trying to make an extra few bucks off damaged phones.

same exact thing is happening to me. i broke a phone had assurant send me a new one. the one they sent me was damaged when i got it , it had a burnt screen so tmobile sent me a new one. i setn back both phones and months later they hit me with a 2600$ bill for two note 20 5g ultra. ive been told they found one then a month later i was told by a manager that NOT ONLY 1 BUT 2 PHOONES GOT SENT BACK TO THEM BITH EMPTY PACKAGES!!!!!  mind you one i dropped off at fedex and one was dropped off at ups. i did not package either phone i showed up to each store (fedex and ups) i showed them the email they scanned the QR code i handed them the phone and i paid the fee and left… i checked the tracking and both ttacking numbers had weight of 1.5 lbs and both were signed for now i am in a dispute with tmobile…. they have magically found one of the phones but they are trying to stick me for the other one. i habe contacted consumer affairs and was sent to telecommunication and cable department. we’ll see what happens but ive found countless stories online of the same nature. could you please let me know what you did and who you contacted to get a resolution? thank you

Going through the same thing right now. 20 years with them. Only used the insurance a couple times. T-mobile turned off all 5 phones. I spent the day messaging them on a laptop. They told me to pay 215 to get my phones back on. I did. They told me they couldn't turn them back on and that I needed to call Assurant. Clearly I can't call so they call me. They connected me to Assurant and Assurant keeps "trying" to send me to USPS. USPS fraud department is always "closed". They all just keep hanging up on me. T-Mobile reps keep telling me I need to pay the almost $600 for  the phone to turn my service back on. Something fraudulent is going on and I am not paying. My husband is going to the store in the morning to try and talk to someone and call our lawyer. Good to know this is happening to other people. Could get a class action lawsuit. Don't want to but this is garbage! 

I broke my phone in December and filed a claim through Assurant INC. , who sent me a replacement phone.

On December 22, 2022 i returned the broken Samsung Gallexy S 21 Ultra black to Assurant INC. with the provided prepaid postage envelope they supplied. In the month of January Assurant INC. applied a fee of $696.49. Upon seeing these charges I imediately got in contact with T-mobile because the charges were applied to my T-mobile account. T-mobile stated Assurant is responsible billing party and the resolution would have to come from Assurant, they can not take the balance off. I imediately contacted Assurant INC and they stated they have the package but they need 2-4 weeks to process and scan the package to enaure correct device is in package. I allowed the 2-4 weeks but the charges were still there so i initiated contact with Assurant INC. who advised me that the process was taking longer then usual and they still havent scaned the device. These charges are still there today i have continously contacted Assurat INC seeking resolution to which they have provide none and are now stating the package was returned empty and the charged were valid,which is incorrect. I asked them to do a claim through USPS which they wont do. I have a tracking number showing the device was deliverd yet im still being charged. As a result of these charges my phone services has been suspended by T-mobile and can not be restored untill these charges are removed. This has to be illegal and there shold be a lawsuit filed!

So I unfortunately have experienced the very same issue and as later discovered after having to leave T-Mobile and pay a $500 device return fee or whatever that if you track the number from the postal service it shows that package weight as it was scanned through USPS that the device was inside the package at the time it was tender to The postal service giving you evidence to provide to Assurant that they're full of nonsense. I wish I would have known this at the time it was actually a t-force customer service agent that enlightened me to obtain the package weight on the receipt which I no longer had for this but then later discovering that the postal service also weighs the object as a proceeds through their system and is provided on the tracking page for evidence during this type of circumstance

EVERYONE WHO HAS HAD ISSUES WITH ASSURANT NEEDS TO TAKE TO TWITTER WITH THEIR STORY...COMPANIES LIKE ASSURANT NEED TO HELD ACCOUNTABLE.

My phone was returned but Assurant said they never received it at all. Stil need to check with the Post office I used. The tracking number listed is not found. I hope assurant honors the late return if the package is found to still be at the post office. The Assurant phone rep seemed to be in a loop and insisted there was no box but an envelope for the return. I only had a box and label.They are totally lost regarding this possibility, Since they sent a replacement phone that was a refurbed device I hope that they will not charge for the full price of an iPhone 12 mini

I am currently in the same boat. Two months after i shipped the damage product i get a fine for an extra $300. I call assurant and they tell me to contact carrier and file a claim. Because their shipping label had no insurance purchased, usps cant do anything and here i am going back between assurant and tmobile and the best they can do is set a payment arrangement for the extra $300 for a damaged ipad that was returned becuase they cant do anything for me. Ive been using tmobile for close to 15 years now and i think is absurd tmobile wont even look into it or try to find a solution for me.

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. 

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

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 with the following:

"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 business 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.