I'm a former SunCom/T-Mobile customer, I reported to T-Mobile my cell phone situation... lost or stolen phone, because I was at a party, & I realized that I didn't have my phone once I had gotten home (lost or stolen is identified & considered under that same option) I was given the option to be transferred or to call into the third party co. Assurion Insurance Co. for the T-Mobile protection claim to be put into play. I was told It was not possible to go through with the claim at this time because there has been activity usage on the line & specific device in question. It turns out that T-Mobile neglected to suspend the service. Thus sending me back to
phase1: to initiate suspension of my line of the lost or stolen cellular phone. So... onto phase2: I chose to go online to http://phoneclaim.com/tmobile, where I-submitted the information required, A statement of what happened, & when I last had possession of the phone. to the best of my knowledge. then I get prompted to enter some information from a NEEDED Police Report & the claim process can't go any further unless this info. is submitted. I called my jurisdiction I was in, at the time I was in fact missing the phone... And was told by the Police Department that they don't do police reports on Cell Phones. ( makes sense to me, OK) So I called back to Assurion, because the claim form online is saying I have an invalid claim no. & I cant even check the status of this said, claim in process. Only to be told that it was reading on their system that I said the phone was stolen. I assured the lady that she was incorrect, & that lost or stolen was the option I had initially made the call to t-mobile, my provider & onto them(Assurion). Since that is incorrect she said were gonna have to withdraw this claim & restart you over with a LOST device... I asked her if this would prolong the already complicated process, she said No Mam, all you need to do is submit via fax proof of ownership, your drivers license & three hours afterwards we will call U & have your new device sent out2U the next day.This, I did...
Well when I received the call, which confirmed they had received my fax, & was ready to proceed with my claim, however if I was financially unable to, I was given a no. to call once I was ready & had the funds in my account to pay the deductible. of $40.00. I, now have the funds & I called to follow up on the pending claim... Only to find out that the information they received was incomplete, & that I needed to copy the affidavit form from the website complete if along with a copy bar code from the side of the box. So I'll be following up with this complaint once I submit the remaining of the runaround gotta getch'ya 2do all this for information they already have, for a service & coverage that I've already been paying T-Mobile for years & on 4 lines!...feel free to email me@email@example.com. I don't mind future contacts in reference to T-Mobile, Assurion & this [censor] they're calling customer service, where satisfaction is NOT guaranteed!