[HTC Amaze 4G] WellTrainedVC:
Don't know if this is the correct forum or not, but I am certain I will be informed by somebody else should this be misplaced.

So.... I lost my phone last weekend and I subsequently filed a claim with Asurion, T-Mobile's insurance provider. However, I have a strange circumstance that did not require me to suspend my service. I was at the T-Mobile store getting a micro SIM card for use with another phone I was planning on flashing over to T-Mobile. Anyhow as it turns out, I could not get a micro SIM as it would render my service useless on my phone (unless of course I possessed a SIM card adapter, which I found existed after this incident). So the rep had to issue me a new SIM card.

After I all of that excitement I noticed I was running late picking-up my kids. So I rushed from the store, and I swear that I had all of my phones & SIM cards with me. However, upon returning home I could not locate my phone. I thought to myself that it must have fallen between the seats and that I would search for it after the kids leave. So I broke out the new SIM card and an old MyTouch 3G Slide to use during the interim. After the kids left I searched for my phone with no success. I even called the T-Mobile store and there too was informed they were not in possession of my Amaze.

I waited to file my claim anyways as I really believed my phone must be in my vehicle, especially as my truck is notorious for consuming cell phone, wallets, etc.! Sunday comes around and I still haven't found my Amaze. So I file a claim with Asurion, and I wait to hear back from them. Six hours later I get an e-mail response saying they have news about my claim. So I call the 866# and I am informed by a rep that my claim is denied because my line has been in use. I of course explain my story, and the rep claims to understand. They check with T-Mobile to see when the last use of my phone occurred and according to them it was the following day. This is odd, but my thought is that I had not used my phone the entire day prior to filing my claim thus the report of the last use of my phone.

After all is said and done, the rep at Asurion files another claim assuring me that this claim would not be rejected & that she would call me within 24 hours. I never heard from the rep so I called again only to be informed that my claim again is denied with no reason given. So again I tell the rep what happened, and again the rep says the understand, calls T-Mobile, and files another claim with all the same promises as before. Next day I get the same e-mail as I received prior which by now indicates to me that my claim is denied. This time when I call I decided to escalate the situation. Well, this only further confused the rep I spoke with as they also refused to allow me to speak to a supervisor while claiming they could solve the issue. I get placed on hold by this rep with the excuse that HE needed to contact T-Mobile. He comes back on the line, and right away starts to tell me that my line is insured not my phone! I of course already have the literature from Asurion pulled up. I very firmly explain to him that every single reason he has given me for not honoring my claim is complete BS.

This representative continued to hold his ground that my phone line is insured, that if they cannot detect the phone on the network the claim is no good and some other idiotic excuse that I rebutted. By now he can tell that I am not very satisfied with their tactics, nor his level of service. So he again places me on hold telling me that HE will speak with T-Mobile. Well... I got blind transferred to T-Mobile, and of course I am informed that they cannot process the insurance claim. I immediately ask to speak with a supervisor. So I get placed on hold, rep returns telling me that I need to wait and she asks me if she could place me on hold again, then she hangs-up on me. Great! An hour on the phone & I get nowhere.

So I decided to try the online support people. Which when I am chatting online sometimes with "customer support" I 100% feel that I am speaking with a chat-bot! This 'person' also tells me that they cannot do anything. However, he offers me phone upgrades on all 4 lines of service. So while I am waiting for this 'person' to type their next reply I began to search for an upgrade. Some upgrade it turns out to be as they are basically offering me to purchase phones at the full retail price. I let the rep know that this is such a bogus benefit and that I could purchase a phone at the full retail price anytime I wished. Enough of this; I'll just call T-Mobile one last time and inform them straight away that this is the last opportunity for them to get this right, and that after dealing with Asurion & their less than stellar service, I will not be calling them. This time I actually get a person that really understands the words coming from my mouth. He ends up filing the claim with Asurion for me, and after speaking to 10 people by now informs me that my claim will continue to be denied unless I suspend my service!

I had figured by now that no human is involved in the processing of claims. Looks like I am correct in my assessment. Sigh.... So again I get a notice this morning that my claim is ready and to call again, which is code for your claim is denied. Yup, my 5th claim is denied. So I am typing out this story of frustration while I await a reply to my 6th claim. A claim which I have finally adapted all of my responses for their automated system to understand.

I realize this is very long winded, but I appreciate your understanding of my frustration with what I now view as some sort of scheme. A scheme that is meant to bilk consumers out of their hard earned dollars, and never provide the service for which they have paid.

Am I the only person that has had this issue with Asurion/T-Mobile or any other carrier as it seams Asurion has the market cornered on providing Phone Replacement Insurance for every major carrier?!

Sadly Sent from my A500 while I feel lonely without my Amaze 4G :(