Marina, CA asked in Consumer Law for California

Q: Is Assurant in the wrong?

My husband has an account with T-Mobile . We have two identical Samsung phones that are completely paid off. He pays for insurance on them through t mobiles insurance company Assurant . In mid October my phone screen had gotten broke and my husband made a claim for a replacement . When he did this he mistakenly put in his phone number on the claim instead of mine thinking because the account is in his name. This last weekend we got a phone bill for $900. Upon hours of back and forth we came to learn of the mix up . Assurant told us the claim is on my husband's phone and my phone we sent in is not the device they were expecting and that they need my husband's phone to be sent in order to take off the charge. Although it his mistake they will not work with us. After days of back and forth and investigations they come back to its a valid charge. They want his phone and refuse to send us the broken one we sent in. They want two completely paid off phones and we get nothing ??

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1 Lawyer Answer
Scott Richard Kaufman
Scott Richard Kaufman
  • Consumer Law Lawyer
  • Los Altos, CA
  • Licensed in California

A: I'm sorry for your issues. Your post is unclear to me.

They are asking allegedly to see the phone the claim was made under?

You have a 'scrivner's' error, where the wrong phone number was used?

T-Moile, I've had for about 20 years, has USUALLY excellent customer svc.

It was ATT's poor service that made me switch. I've never looked back.

Any particular reason you did not try it IN store? That may have alleviated

this issue. It STILL might? IF you go in to the store and talk to the mgr. s/he

should reach out to the powers at be and help straighten it out. IF NOT,

open a ARBITRATION against them and pay the $250.00 to get it moving.

THEN they will be billed about 5 grand upfront to fund the arb, or should be.

They may not want to pay that amount and may in fact finally deal with you?

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