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

N
Userlevel 1

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 LANCASTER, PA Assurant YORK PA, 17402 625 WILLOW SPRINGS LANE STE A; RMA # 405-32835102-3.

I've been charged 300$ on my phone bill, despite returning this phone almost a month ago. When I call up Assurant they state the warehouse still hasn't recieved it. I feel like I'm being taken advantage of for a mistake on Assurant's end, and T Mobile says they can't refund the money on my bill. I'm literally at a loss for words, I sent it and feel like it's 100% their responsibility for not receiving it, what should I do?

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Best answer by snn_555 8 July 2017, 12:39

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60 replies

M

Just happened to me. Charged me 500 for a phone that was delivered acording to the tracking number but Asurant says the box was empty and that i have to contact the usps. Not their problem. Tmobile wont help either. Class action comes up im going for it. Until then im getting ready to go to verizon. What a shady company

F
Rank
Userlevel 7
Badge +16

Add me too the list of people that had to pay for returning a phone to the elusive warehouse that never receives them. So yeah, this is nothing more than a major scam to generate an income. Merry Christmas.

all 3 of the big carriers must have had a meeting about it. you’ll see the same complaints on all the carriers forums.

***I like many others come onto this site for assistance and to help others. Marking a reply as helpful or correct helps others with like issues when they try to search the site for assistance. I do not work for Tmobile and my suggestions and or opinions are my own**.~~~~ The site here is primarily peer to peer with some TMO moderation to keep the site in order..They do not have account access..The prefered method would be to contact TMO through either calling in (tier 1 support) or by contacting them through either Facebook/Twitter (tier 2 support)**~~~~
P

Add me too the list of people that had to pay for returning a phone to the elusive warehouse that never receives them. So yeah, this is nothing more than a major scam to generate an income. Merry Christmas.

O

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. 

Could you share that email address?

P

T-Mobile is the SCAM. They don't really offer insurance they offer a fricken NIGHTMARE if you actually use the insurance you pay for!! SHAME ON T-MOBILE 

D

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.

Hi, i cant find the option to file that form, can you help me please?

K
Badge

SAME here; first phone took three cycles; most recent phone wsa accepted by Assurant under warranty then they charged me $700 AND kept theold phne and continue to charge me fot the phoneas if I Just got it

WAREHOUSE must be staffed with MONKEYS who cant scan or read or much anything else.

PUC has been contacted

-Mobil since inception charginfg me E911 and 911 charges for a residence I haven’t  been at since 2018 and CERTAINLY not a time I WAS a T-MOBIL customer

 

THIEVES and LIARS

T

Going through this right now! Assurant accidentally sent me 2 phones after my phone was stolen back in Nov 2022, i sent the extra phone back and it was delivered Dec 5th, but I’m being charged $900 for the phone by T Mobile because Assurant is saying the phone hasn’t been scanned in. I’m exhausted it’s now April!!! And the charge remains on my account. I’ve spoken to countless reps both at T mobile and Assurant month after month with no resolution. Every month my service is threatened to be disconnected and i have to call in and explain this story over and over and a T-Mobile rep has to push my account out until Assurant credits my account. Assurant is such a scam! They’ve confirmed the package was delivered but still won’t credit my account. Now i wake up this morning and my service is disconnected and i have to call in to explain this whole story over again to restore my service! 

 to anyone dealing with this issue....you must escalate it to the escalation team or retention team. The regular customer service will not solve the problem!! After weeks of dealing with the same BS from Assurant I got fed up and called the corporate office and the receptionist sent me to the escalation team. The rep literally handled my issue in 15 minutes, she stated that Assurant is a 3rd party charge and all 3rd party charges can be removed. Have all your info avaliable like the name and address where you dropped the package off to be sent to assurant, approx date, tracking number if you have it, and model of phone so they can look up IMEM number. Don't waste your time with the chat and regular customer service reps. I was given a case number and a guarantee that the charges would be removed in 12hrs and even set up a follow up call for the next day to make sure that all my needs were addressed. The number below is what the Escalation Rep gave me to contact her from hours 6am-10pm central time.

 

1-888-211-4727

T

So to anyone dealing with this issue....you must escalate it to the escalation team or retention team. The regular customer service will not solve the problem!! After weeks of dealing with the same BS from Assurant I got fed up and called the corporate office and the receptionist sent me to the escalation team. The rep literally handled my issue in 15 minutes, she stated that Assurant is a 3rd party charge and all 3rd party charges can be removed. Have all your info avaliable like the name and address where you dropped the package off to be sent to assurant, approx date, tracking number if you have it, and model of phone so they can look up IMEM number. Don't waste your time with the chat and regular customer service reps. I was given a case number and a guarantee that the charges would be removed in 12hrs and even set up a follow up call for the next day to make sure that all my needs were addressed. The number below is what the Escalation Rep gave me to contact her from hours 6am-10pm central time.

1-888-211-4727

 

I sincerely hope that this helps anyone that is in the process of going through what I did for weeks.

G

We were lucky. Same story as above but was finally resolved (had to get Chase bank involved as well to dispute charges. They credited money while the runaround went on). Reading these posts I realize that there are 3d party insurers and I probably need to switch before this happens again.

 

V

Going through this right now! Assurant accidentally sent me 2 phones after my phone was stolen back in Nov 2022, i sent the extra phone back and it was delivered Dec 5th, but I’m being charged $900 for the phone by T Mobile because Assurant is saying the phone hasn’t been scanned in. I’m exhausted it’s now April!!! And the charge remains on my account. I’ve spoken to countless reps both at T mobile and Assurant month after month with no resolution. Every month my service is threatened to be disconnected and i have to call in and explain this story over and over and a T-Mobile rep has to push my account out until Assurant credits my account. Assurant is such a scam! They’ve confirmed the package was delivered but still won’t credit my account. Now i wake up this morning and my service is disconnected and i have to call in to explain this whole story over again to restore my service! 

B

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

T

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!

C
Userlevel 1
Badge

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

C

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.

C

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. 

 

 

 

S

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!!!

J
Userlevel 1

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.

H

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.

H

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

K

This is funny I’m going through sale situation sent the phone now they saying box was empty this is bullshitt

F
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Userlevel 7
Badge +16

I returned a phone Google PIXEL Pro on 12/02/21. T Mobile said they never received it.  The USPS said it was LOST.  Now, TMobile said they will NOT reimburse me.  TMobile said there is NOTHING they can do.  T Mobile service SUCKS.  T Mobile always end their call saying they always give their personal assurance...they LIE!!! WORST CELL PHONE COMPANY IN THE WORLD!!!  DO NOT USE T MOBILE!!!

youre missing the biggest part of this..if USPS said it was lost.(theyre the ones that were supposed to ship it to TMO correct?).whos hands were on it last..USPS. then it isnt on TMO for losing it. this would be something you need to hammer down on USPS about..

***I like many others come onto this site for assistance and to help others. Marking a reply as helpful or correct helps others with like issues when they try to search the site for assistance. I do not work for Tmobile and my suggestions and or opinions are my own**.~~~~ The site here is primarily peer to peer with some TMO moderation to keep the site in order..They do not have account access..The prefered method would be to contact TMO through either calling in (tier 1 support) or by contacting them through either Facebook/Twitter (tier 2 support)**~~~~
S

file complaint to Better Business Bureau!!!

 

S

I returned a phone Google PIXEL Pro on 12/02/21. T Mobile said they never received it.  The USPS said it was LOST.  Now, TMobile said they will NOT reimburse me.  TMobile said there is NOTHING they can do.  T Mobile service SUCKS.  T Mobile always end their call saying they always give their personal assurance...they LIE!!! WORST CELL PHONE COMPANY IN THE WORLD!!!  DO NOT USE T MOBILE!!!

G

Oh my God. I cannot believe this is happening to a lot of people. I returned their phone a month ago and I was sent a mail saying I didn't return the phone. I called Tmobile and was transferred to assurant. The agent said they have received the phone and that it wasn't scanned by the warehouse. They said the issue will be resolved in few days but nothing was resolved. Then I received another mail, called Tmobile spoke to them, I was transferred to assurant and the rep said they have the phone but now I'm being charged 568 dollars. I am beyond upset. They can't be doing this to their customers. 

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