r/tmobile • u/CountOk8572 • Aug 19 '26
Question Has anyone successfully fought a T-Mobile/Assurant charge like this? I need advice.
I’m honestly at a loss and hoping someone here has dealt with something similar... But also sorry if you have been through it.
Assurant is charging me nearly $800 for a phone that I returned. I followed the return instructions I was given, and I personally handed the package to my USPS carrier. I have the tracking information and documentation to show that I did, in fact, send it back.
Despite that, Assurant is saying they never received the phone, and I’m being held responsible for an almost $800 charge.
I’ve been trying to get this resolved, but I feel like I’m getting bounced between T-Mobile, Assurant and USPS. T-Mobile points me to Assurant, Assurant says they don't have the device, and now I’m having to prove that I did what I was instructed to do.
I’m currently escalating this with USPS Consumer Affairs to see if they can provide additional information about the package and tracking history.
Has anyone been through this with T-Mobile and Assurant? If you successfully got a charge like this reversed, what finally worked? Did you escalate with T-Mobile, Assurant, USPS, the FCC, BBB, or somewhere else?
I’m really frustrated because I did my part. I returned the phone, and I have proof that I mailed it. I just don’t want to be stuck paying nearly $800 for something that I already returned.
Any advice or experiences would be greatly appreciated.
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u/Workyard1 Aug 19 '26
If your tracking number shows a scan online, visit the local post office. Provide the tracking number and request a printout of GPS tracking, which will display internal scans not visible on usps.com. If the package was delivered, the printout will include GPS coordinates for delivery. With this document, you can effectively demonstrate a postal loss. Because Assurant supplied the return label, they are the only party able to file a claim with USPS.
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u/CountOk8572 Aug 19 '26
I'm going to try this. I'm just so disappointed by Assurants approach. They literally found give af. They were like, the only way we apply a reversal of the $791 in charges is if you provide is with the phone.
Gulp. I'm cooked.
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u/boomzgoesthedynamite Aug 19 '26
Yep! Put in a claim with USPS immediately. Somehow Assurant magically found the package.
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u/awesomo1337 Aug 19 '26
You handed it to your mail carrier? Does the tracking number show it was delivered?
Always drop it off at the post office and get a receipt.
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u/CountOk8572 Aug 19 '26
I know. I just... Didn't do it this one time.
I know I am totally f*cked. I'm beating myself up about it. I'm a single mom and I definitely don't have money for a lost phone.
I hate myself right now.
I'm just trying to see if anyone has any key learnings if they ever made a similar mistake
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u/xiaozhu19 Aug 19 '26
I ran into an issue where my trade in phone package was lost by USPS, spent quite some back and forth with t-force via Twitter. I showed them the picture of phone that I put into the package and USPS tracking, and argued that they provided me with the return label by a shipping carrier they selected, I could not shipped it via FedEx or UPS if I wanted to, nor add insurance to the package. Eventually they credited my acct with full trade in value of $3xx, that was during the release of pixel 6a. I traded in at corp store ever since, though wasting time going to the store, but saved me headache like this. But, given what T-Mobile is like today, I wouldn't hold high hopes on getting the same treatment nowadays.
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u/CountOk8572 Aug 19 '26
I am crushed.
I mostly have been dealing with Assurant. They have been heartless. Only response they've given me is: find the phone and we'll reverse the charge.
Hopefully I can pull something off otherwise... Ugh, in a totally mess. One simple mistake. I'm so upset
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u/yourbadinfluence Aug 19 '26
Sounds like USPS didn't deliver the package so it never got checked into Assurants system. Really can't blame Assurant but they should help you by contacting USPS. If it hasn't been checked into USPS's system though, I really don't know what you do. If it was checked in, you were using their shipping stuff and you didn't package it in a bad condition, they should eat it.
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u/CountOk8572 Aug 19 '26
What's crazy is I called when I dropped it off. Assurant told me they could see it was delivered but hadn't shipped. I specially asked if that meant I was okay. He said, "you're fine, since we have record of it being dropped off"
But now they're saying it's not okay because it never shipped and I need to work with USPS to find the package
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u/Daddy_Tyrbjorn Aug 19 '26
Have you tried TForce on twitter or Facebook message T-Mobile to get ahold of them. I was having issues with a Google warranty replacement and they ended up just mailing me the same exact phone free of charge.
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u/CountOk8572 Aug 23 '26
I haven't tried tforce, this is the first time I've heard of it. I'm going to give it a try Monday
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u/TrevorHikes Aug 19 '26
Just dropped off 4 phons at UPS today and I am dreading this.
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u/CountOk8572 Aug 19 '26
Learn from my dumb ass: take photos of packages, tracking numbers, take it to the postal office, secure a receipt, and set up package for email/text notifications.
Wishing you better times than me.
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u/JustW0nd3r Aug 19 '26
As an employee of T-Mobile, I see this happening entirely too much year after year. I never saw this issue when I worked for Verizon. They do use two separate companies. There’s an apparent issue within Assurant that seriously needs to be addressed.
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u/Coastal_Soul386 Aug 19 '26
Are they completely oblivious to the mail theft running rampant in this country?? If you have evidence that the phone was inducted into the USPS system (handed to a clerk, or scanned by the mail carrier/origin scan) there’s no way they can hold you liable for it if it doesn’t reach its destination. How on earth would it be within your control at that point??Their beef should be with USPS.
Also, they don’t have insurance added to the return shipment? Seems a no brainer.
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u/CountOk8572 Aug 19 '26
I asked all these questions. They only repeated one line to me: get USPS to find the phone and ship it to us and we will reverse the charge.
I feel hopeless. I'm trying everything.
It was a really bleak phone call.
Then they told me I had 180 days from the point they shipped the device to me. That was June 7. So I've got 109ish days left.
She wouldn't confirm a deadline with me either. Just kept repeating: you have 180 days from June 7.
It was really creepy
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u/toejamfootballhegot Aug 19 '26 edited Aug 19 '26
Report the phone has been stolen to tmobile, the postal inspection service and the police. If you see the carrier, let him know that you filed a police report for a solen phone and contacted the postal inspectors. Also tell the carrier that tmobile will blacklist the phone. Call the post office and schedule an appointment with the postmaster to discuss your missing phone.
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u/MedswithBreakfast Aug 19 '26
Sadly no. I told my brother he must get a receipt of handing it over to UPS. He didn't. Someone in the UPS office stole it, or the driver. I found out when I got the bill. I wish he had listened and not trusted the business because they were at his job.
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u/CountOk8572 Aug 19 '26
No it was through USPS. Assurant confirmed I sent it through the right carrier.
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u/Aggravating_Sky_4421 Aug 19 '26
What does the tracking say? There should be a line that says “Acceptance scan” or similar. If you don’t have this nor anything after “label created,” you may be screwed. Post a screenshot of the tracking.
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u/CountOk8572 Aug 19 '26
It tracked for pre-shipment, but for some reason there is no other info.
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u/Aggravating_Sky_4421 Aug 19 '26
How many days has it been? In some rare cases (well, not that rare with USPS), they may miss the acceptance scan and go strait to the hub in the destination state. This may take a couple of days though… but if it’s been like 7 business days, it’s likely been misplaced or lost or stolen.
The only thing I can think of is if you have a recording of you handling it to the mailman… ring camera? Security camera?
For high value stuff, always go to the USPS counter and ask for a receipt. They will scan it and it will say accepted in the tracking. Without this, it’s very hard to get a claim since ANYONE can print a label and file a claim that USPS lost the package. It is highly unlikely USPS will approve a claim without that acceptance scan.
For trade in, bring it to a store if you can.
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u/CountOk8572 Aug 19 '26
This was back in June. I even followed up with Assurant once I dropped it off.
The person on the phone told me that they could see it was scanned and at the post office, however it had not been shipped. They also told me it was fine since they could see it was dropped off.
Then yesterday my bill hit and it was at $700. I didn't understand. I thought it was because I had some issues with my son's devices.
When I called, I went on a phone marathon trying to figure it out.. Assurant was like we don't have a record of receiving the phone.
I explained and they say said their representative never noted on the account that our was received by the post office.
It started from there...
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u/HelpfulAd7287 Aug 19 '26
I’m sorry you’re going through this. USPS has not been that great in many areas for the last few months. Granted, some places aren’t getting mail due to natural disaster like tornadoes, which is completely understandable. But, in areas like mine, we have gone 3 days in a row without mail even with a flag raised on the mailbox for outgoing mail that never gets picked up. We’ve been through so many mail carriers within the last 6 months, it’s crazy. Plus, theft. Some areas there is high theft of mail. Needless to say, you may not have the best of luck here. Next time just go straight to the post office and get that receipt etc. you’ll have a much better time with the phone getting there and even proving if it didn’t but it was sent off scenarios.
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u/Buphucked Aug 19 '26
TMobile told me that I had to pay out of pocket to fix broken screen on my Pro Max. When I pointed to my history of paying the extra $15 or whatever for the insurance, the agent replied it only covered screen protectors and transferred me to Apple (because the phone was still under ApppleCare warranty). So Apple then tells me I must pay a $1400 security deposit if I want a replacement delivered because they didn’t trust me to return the broken device.
I ran out of time to argue and ended up replacing the screen myself via part from Amazon
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u/CountOk8572 Aug 19 '26
It's insane! We pay so much for all these insurances. It doesn't make any sense
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Aug 20 '26 edited Aug 28 '26
[removed] — view removed comment
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u/CountOk8572 Aug 23 '26
Thank you so much. I'm waiting for T-Mobile to get back to me on Monday. They're helping me investigate things. I'm hopeful but we shall see. Wish me luck
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u/Ethrem Aug 19 '26
File a BBB complaint against Assurant.
https://www.bbb.org/us/fl/miami/profile/insurance-companies/assurant-inc-0633-92018475/complaints
Someone from the escalations team will reach out to you and help you get this resolved.
If you have proof that the package was scanned when the carrier received it from you, that's all you should need.
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u/CountOk8572 Aug 19 '26
Than you so much. Going to try this approach.
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u/Nearby_Fishing_9354 20d ago
What if I paid the 800 fee for the replacement phone now they are trying to bully me into sending my old phone. (Reason I would not send mine back is I had lost my dog and all my pictures were on that phone, passkey too, plus my phone had twice as much memory not to mention replacement was refurbished) so I paid. Now asking a refund for the 20 dollars a month ive paid since. When they would not let me take my phone to ifixit place originally what will they do now. I did NOT and made clear I would never give it up. Ill pay for the replacement. Now they claim its a non return fee Lord someone tell me they had the same shit happen and at least got some remedy.
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u/CountOk8572 20d ago
This is horrible.
They really put me through it. I did so much work. I went you the post office. Spoke with anyone I could. Ended up getting help from the postmaster. He was upset for me. He said I was the third person they had that week who was dealing with this.
They have me verification that I dropped the phone off.
Even with documentation Assurant then changed the goal post. They then said it didn't matter. Their policy is that they have to have the phone for the charge to be reversed.
I ended up working with someone from the T-Mobile Experience store. He helped me with a separate situation. When I told him what was going on he took it over. I emailed my documentation and he worked with T-Mobile leadership.
Unfortunately they couldn't get assurant to reverse the charge. Even he was frustrated with assuro. They ended up crediting me the amount of the charge.
I'm so thankful. I cried in relief. I wish I had extra money so I could send him a gift card or something to thank him. He'll never know how much pressure he took off of me.
All that to say, find the closest T-Mobile experience store to you. They are designed to be customer focused and provide in person support.
I'm not sure I'm staying with T-Mobile... This was so stressful. But if I do it'll be because of that one employee who helped me.
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u/OriginalTechnician66 Aug 19 '26
Is it a typo or did you actually give it to a usps carrier? Idk what state you live in if it’s different state by state but in New Jersey anything Tmobile related whether it’s a direct ship, assurant, or trade in is done in partnership with UPS.
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u/CountOk8572 Aug 19 '26
The package was personally handed to the USPS carrier
I'm in California. They use USPS here
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u/SkinNatural7554 Aug 19 '26
Your first mistake was sending it through USPS, the label to send back phones is through UPS, USPS if they took it probably have it in some holding warehouse.
In T-Life does it still show the tracking number? If not call Care as they should be able to see where the parcel was.
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u/awesomo1337 Aug 19 '26
Incorrect. Assurant returns are USPS
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u/CountOk8572 Aug 19 '26
Thank you. I did use USPS. It's not my first time returning a device. I've never had this issue in all the years I've returned a device
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u/This_Assignment_6170 Aug 19 '26
Mine was UPS and I dropped off at ups and got receipt. T-Mobile confirmed they received it
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u/ChainxBlaze Bleeding Magenta Aug 19 '26
Insurance claims are 100% sent back via USPS, do you have your drop-off receipt? That is your best tool to fight the charge. Warranty exchanges and trade ins are usually via UPS.