My original T-Mobile Samsung device was replaced in the beginning of October 2016, and upon received the replacement device, I noticed that it was a used one. I called the Assurant and the representative told me that I could return it for free of charge if something goes wrong within 90 days. So, later I noticed that the charging was taking so long that it was really longer than usual, and the device did not hold the charge long enough even if it is just on idle. I called again in the beginning of November 2016, and was told the same within 90 days I could return it for a replacement without any charge.
I called on December 30th, which is within 90 days, and the representative acted like there is no such policy and so I have to file a new claim for the replacement device and pay the deductible again. I was trying to explain her what the previous representatives had told me; but she hung up on me. 10 minutes later, I called again, this time it was a different lady, and explained everything to her one more time, she put me on hold for about 5 minutes, and then she asked me about the last 4 digits of my SSN and my billing address. I provided the answers to her, and she said she could not validate my address in their system and so she cannot open my account. I insisted on my address and told her that I received the replacement phone on this address, but she continued to say that she cannot validate the street number of my billing address. Then I asked for a supervisor to speak, and 1 minute later, another lady answered, introducing herself as the supervisor. I once again went over the same explanation and she again said that they could not validate my billing address and so they could not assist me. She advised me to contact T-mobile to verify my billing address. Thus I called T-mobile and they verified my billing address on the phone.
Finally, I called Assurant again within 20 minutes after talking to the supervisor. Another lady answered. I once again went over the same explanation including my contact with T-mobile, and provided my billing address one more time to her. She replied that she could not validate the billing address in my account. So I was really frustrated and got the feeling that they don't want to deal with returns!!!
Today is January 2nd, 2017, and I am still waiting for an explanation from T-mobile and Assurant. I also sent an email question to Assutant on www.myphpinfo.com website and nobody has responded yet...
This is a very terrible and annoying customer service. My billing address in T-mobile is the same address I receive my hardcopy T-mobile bills every month, and is also the same address the Assurant company mailed in the replacement device in the beginning of October 2016. Nothing has changed but they still give me a bid heahache on that. I do plan to file a consumer complaint on both companies.