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Sathyme
Network Novice
Joined 2 months ago
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Why am I paying for 2 - 3 protection plans & If My phone’s NOT listed how do I know what to pay?
I have been a LOYAL T-Mobile customer for approx. 22 years – in no way should ANY of us have to go through what I have been through as a T-Mobile customer: I originally had a LG K20 Plus. I bought a new phone in Feb/March 2024 – I contacted T-Mobile to let them know I have a new phone Samsung Galaxy XCover6 Pro. Under the “T-Mobile Deductible and Fee Schedule” sent out to the customers on February 19, 2024 (They send them out TWICE a year) – My phone was listed under TIER 3 - $13 (Plus applicable taxes). I’ve attached documentation BELOW from the LAST THREE “T-Mobile Deductible and Fee Schedules” (Feb. 19, 2024 / Sept. 20, 2024 & Jan. 29, 2025) Then, starting with my March 2024 bill – They billed me $19.60 for 1 protection plan, The April 2024 bill was - $18.88 listing TWO protection plans! (I ONLY HAVE ONE PHONE!); May 2024- $16.51 – 2 protection plans; June 2024 - $15.06 – 2 protection plans; July 2024 - $19.60 – 2 protection plans; August 2024 - $18.88 – 2 protection plans; Sept. 2024 - $13.51 – 2 protection plans; Oct. 2024 – $11.33 – 2 protection plans; Nov. 2024 - $11.47 – 2 protection plans; Dec. 2024 – $11.47 – 2 protection plans; Jan. 2025 - $10.83 – 3 protection plans. SOMEHOW I NOW HAVE THREE PROTECTION PLANS!! I ONLY HAVE ONE PHONE! The Supervisor/Rep - said I'm on Tier 5 - which is $18 - WHAT? NO - I am Tier 3 and as the supervisor =himself said my phone is now "old" - I wouldn't be on that Tier and I was NEVER on that tier since I bought the phone according to the Assurant Schedule. Today - 2-8-25 - received my bill - again incorrect - called T-Mobile. Eventually, as usual, had to ask for a Supervisor. The Supervisor/Rep - said I'm on Tier 5 - which is $18 - WHAT? NO - I am Tier 3 and as the supervisor himself said earlier in the conversation when he say the make/model of my phone - that my phone is now "old" - I wouldn't be on that Tier anyway - AND I was NEVER on that tier since I bought the phone as according to the Assurant Schedule of Feb. 19, 2024 - MY PHONE WAS LISTED on Tier 3 - I asked EVERY REP and Supervisor I have contacted over the year to look at the 2/19/24 Fee Schedule that was sent to the customers - they don't know how or won't - I said to every one of them that I have scanned the page and highlighted my phone - let me send it to you via email so you can see and we can be "on the same page"- NO, they said you have to mail it - WHAT??!! - So there is no way for me to show them what THEY sent out to their customers and so no way to prove ANYTHING! The T-Mobile supervisor told me I had to contact Assurant - THIS IS AFTER being on the line with various T-Mobile reps and Supervisors for 1 hour and 42 minutes and 25 seconds!! to find out what TIER I’m on as my phone is NOT listed on the Fee/Deductible schedule they send out to the customers dated Sept. 20, 2024, AS WELL AS the latest one – dated Jan 29, 2025. So, I called Assurant after I hung up – Got a representative – went through the verification process – again explained the problem and then I asked the rep 3 questions: What Tier am I on? Why is the phone not listed on the Fee and Deductible Schedule? And WHY does it say I have 2 and now, as of this bill - 3 protection plans – I ONLY HAVE ONE PHONE!? He finally told me I was on Tier 3 – Great! - how about the other 2 questions - He told me I have to contact T-Mobile –WHAT – THIS IS AN ASSURANT QUESTION – T-Mobile sent me to YOU! So, Because I don’t want to end up on Snapped, Dateline or 20/20 – I asked for a Supervisor. He put me on hold and then after being on the call and then put on hold – I hear a dial tone – They hung up!! That call was: 24 minutes and 24 secs. TOTAL TIME TODAY – 2-8-25 - ON THE PHONE W/T-Mobile/Assurant – TWO HOURS – SIX MINUTES and 49 SECONDS. FYI: I was told by one of the myriads of T-Mobile reps I’ve spoken to – that they have a policy that a customer should NOT have to call more than twice - preferably once – to solve a problem with Service etc. – I have called EVERY MONTH for almost a YEAR! HELP!
