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I would suggest reaching out to T-Force via Facebook or Twitter (I prefer FB myself). Here is a link and just click on the FB logo Contact Us
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Hey, atibah! Paying for double equipment is no fun, so we try to make that portion of the JUMP! process as limited as possible and we issue back credits for any months you are double-billed once your JUMP! is complete. How long ago did you order your new phone and return your S7? I know the outside timeline for an original device to arrive, get checked in and evaluated, and then have that initial EIP closed out is three billing cycles -- based on your post it sounds like we might be getting close to that point, but if we've past it, that's no good. When those of us you've worked with have mentioned that we were able to locate your device, did we provide you with any insight on next steps we were taking on our side to correct this? We may need to forward your account to an internal team to get the EIP cleared if it's outside of the timeline but we can see that your S7 arrived in good condition -- and we just want to make sure those steps are being taken! Did you have the opportunity to reach out to T-Force, as stevetjr recommended?
- Marissa
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Yes i contacted T-Force and they said they could not give me back the phone and can't clear the EIP fully because apparently, they claim to have now found the phone and found a small crack on the bezel.
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This type of situation is why I've never used these trade-in deals. They've got you with no recourse. Too many moving parts. I believe it keeping the relationship with a company as simple as possible. Pay for my phones outright. Never buy a phone worth insuring. Unlock them the first day you qualify so if they p*ss you off you can be gone in the time it takes to port out.
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Well, that's a huge bummer to read, atibah. I am glad that the phone could be located, but sorry to hear about the damage. When this happens, we are typically able to provide a link to photo(s) so that the damage can be verfied -- were we able to send such a photo to you? I also know that at least at one point there was an escalation process where Assurant would contact a customer when they checked in a JUMP! return with damage or defect and offer the opportunity to pay your deductible and still have the remaining EIP balance closed -- did you get such a call, or were we able to offer that option?
- Marissa
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Just checking in here to see how things are going. Please let us know if you still have any questions.
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Hey, atibah -- we just wanted to check in one more time and make sure you didn't have any questions we could address. Please let us know if you do!
- Marissa