Business ProfileforAssurant, Inc.

September of last year my son had an issue with his phone. I filled a claim. I was told by the representative I spoke to that I would have to send in the damaged device first, then a replacement will be shipped out to me. I protested, because usually they would send out the replacement, then I would ship the damaged device, but he said no I would have to ship out the device first. I no problem I that. That is when they process my claim. The wrong phone was sent because I gave my son a loaner phone in the means time so I had to get T-mobile to help me sort everything out. We had to cancel the first claim, and start a new in order to put in the new phone. I explained that they have the damaged device as well as in XR which was thee in correct phone in their possession. I was told that upon checking the phones was received at the warehouse. I was sent the correct phone now I have to return that replacement. Now, that is two phone I've sent to Assurant. 11.8.2023,I received an email stating that I need to send the damaged phone back. I called and I explained again the situation. The representative told me that upon checking the phones where at the warehouse and she will fixe this issue so that I don't not get that email again. In February my bill doubled, I called T-mobile they told me that I was charged for the phone because I never sent it back. I explained again and again I was told that they phone is at the warehouse but was never scanned in since 10.18.2023. I was told that I should give them two days to get it scanned in and a credit would be issued. I said no I want my money back because this wasn't my error to fix. I have yet to hear from anyone. Now I am being told that I the labels provided was never used. I have the receipt from the post office plus an email that they received the phone so I am confused as to why now I'm being told I can't get my money back because the labels was never used. Thank you for your time.