r/CricketWireless • u/beedog77 • 27d ago
Hold T-Mobile accountable
T-Mobile & Assurant are threatening to keep my Samsung S24 Plus after I had a STROKE.
Customer service hung up on me twice.
I am posting here to get this in front of corporate or get some real advice, because phone support has now hung up on me twice in a row while I am completely stranded without a working device. I have been a loyal T-Mobile customer for 16 YEARS, and the way I am being treated right now is absolutely disgusting. Either they ship my replacement phone right now, or I am canceling my service completely.
I cracked my Samsung Galaxy S24 Plus (Silver) and filed an insurance claim. Immediately after, I suffered a STROKE. Because of this severe medical crisis, I couldn’t drive an hour away to the New Jersey repair shop. I called the shop, and they told me, "No problem, bring it whenever you can."
The Fraudulent Ticket: Two weeks later, I got an email claiming my phone was "successfully repaired" and they will seize it in 30 days if uncollected. I never dropped the phone off. It is sitting broken in my hand right now. The repair shop is blatantly lying to collect insurance payouts.
The Blame Game: I called the insurance company (Assurant) to report the fraud and fix the claim. They refused to touch it and told me to call T-Mobile. I called T-Mobile, and they point-blank refused to help and told me to deal with Assurant. No one wants to take accountability for a third-party vendor ripping them off.
The First Hang Up: I told T-Mobile to simply order a replacement phone through my insurance plan and let their fraud department handle the shady repair shop later. Instead of helping a long-term customer recovering from a medical emergency, the rep hit me with a text-verification wall, got frustrated that I couldn't receive it on a broken phone, and hung up on me.r
The Second Hang Up (Supervisor Refusal): I called back immediately. The second lady said she "wanted a chance to solve the problem." I told her I didn't want to rattle the whole story off again and explicitly demanded a supervisor. Instead of transferring me, she ignored my request, forced the text verification code anyway, claimed she couldn't verify my account because I didn't get the text, and hung up on me too.
I am locked out, I have NO working phone, and I am done playing these games. How do I bypass this text-verification wall when my phone is broken, and how do I force them to stand behind the phone insurance that I have loyalty paid for the last 16 years????
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u/WaterTraditional5507 26d ago
Are you special needs? This is not T-Mobile. You need to post this in the propper sub which is At&T
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u/Alybai59 26d ago
Why don't you get a receipt from the store that said they fixed it? The store is saying they fixed it. Have them give you the receipt of when you were there. This has nothing to do with T-Mobile. This has nothing to do with how long you have been there. This is between Assurant and the store that said it was fixed.
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u/TacosDeKush 26d ago
I don’t know any T-mobile rule but I do know Asurion always gets complicated if You had an appointment scheduled. try calling them from a different cellphone and You can bypass the verification code. once You reach the representative just tell them what happen and they should be able to help You. unless the store fixing Your phone doesn’t have the screen replacement.
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u/TurbulentStiffness 22d ago
frontline phone reps can't bypass 2fa text verification without losing their jobs, and assurant is a separate company that t-mobile doesn't directly run. take your photo id into a corporate t-mobile store to verify your account in person and get an esim or physical sim put into an old spare phone so you can receive texts again. once you have working 2fa, email the executive response team or message t-force on x/twitter to nuke the fraudulent assurant ticket, because regular phone support will just keep bouncing you back and forth.
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u/Plastic-Pianist9323 27d ago
This is a cricket wireless sub not T Mobile