Beware! — My T-Mobile Phone Insurance Claim Was Denied

I have been with Sprint wireless for more than 15 years and never been treated like this before. I was deploying to Kuwait in Jun 2016 and I was told T-mobile works down here in Kuwait. I then switched both my wives line and my line to T-mobile. Initially I was supposed to pay $80 for phone service and $24 for payment (installment for iPhone 6plus) plus $10 of insurance.

Since I was deploying I put my line on military suspension which brought my service charge to $50 for only my wife line and my phone payment $24. The representative that helped me putting my line on suspension advised me that since I would be making payment on my phone ($24) it is ideal to keep phone insurance on it.

I then agreed to keep paying for $10 phone insurance fee on my installment phone plan.

My bill was then supposed to be roughly ($50+$24+$10+taxes). The first month bill was way high and I had to spend hours on phone with T-mobile for them to fix the bill. The bill was finally fixed and I made a payment. My mother in law came to help my family and I called T-mobile corporate office to add a new line to the account. I was told if I add a new line, I will be paying $10 for the additional line. I accepted and add the line to the account. 

The following month bill was high again and I had to call and spent hours on phone with T-mobile to have the fill fixed. Again, when they were going over the charges on the account. They finally had the bill fixed and I made a payment. The following month, the same billing issue and I had to call going through the same process and same scenario with same statement of. I finally made payment.

On August 05, I was at the field here in Kuwait and my phone got lost. Once we came back from the field on 07 August, I called T-mobile customer service to file a claim and the rep I talked to said I have insurance on my phone that she is going to connect me to the insurance department for a claim.

When she connected me to the T-Mobile insurance department, my claim was declined and they stated I did not have insurance on the phone. What?

I asked them to connect me back to T-mobile. Once back to T-mobile, they stated that ''Oh the line was not active that is the reason why, we are gonna activate the line and you can file the claim now''. She connected me back to the insurance company who stated that my phone did not have insurance on the day of lost. I was kicked back to T-mobile and now asked to talk to a manager. The lady manager stated that I should be able to file for claim and was willing to do conference call with the insurance company to have this issue fixed. I don't know if that was on purpose but once she connected me to the insurance company, she got dropped out of the conference and I got kicked back to T-mobile again. 

I one more time asked to speak to a manager. This new lady manager took her time to dig into the issue and was informing me that once the phone was on suspension, the insurance company was not collecting insurance fee and that is the reason why my insurance claim was denied. She stated that T-mobile can have me on a new upgrade phone but I need to continue paying for the old phone that got lost (basically I would be making payment on 2 phones). I told her there is no way I would be making a payment on a lost phone that I had insurance on and insurance company is not able to replace the phone. 

They then came up with a scam of me paying the deductible ($175) that was supposed to go to the insurance company and I would start payment on a new phone.

I agreed on that and when she was processing my upgrade for a new phone, she asked me to pay $32 for shipping. I told he I do not have my card with me right now that I will call later to have the deal finalized. When I called on another day, the manager I spoke to said I will be paying $137 for taxes, handling and shipping for the upgrade. I told her I am not ready for that and that was not the deal the previous manager offered me. 

I called another day I spoke to a male manager who this time said my deposit, taxes and shipping all is $132 and he is gonna give me a credit of $100 on my bill. I agreed and had the deal completed.
Yesterday, I tried to pay my bill by phone and the system said my bill was $185 or something like that. I called T-mobile and they said I misplaced a device that did not have insurance and I am responsible of the lost. I am not paying for that phone.

This is a total ripoff by T-Mobile I had insurance on the phone and secondly, I was told by the supervisor that I will only pay for the $175 deductible to continue with a new upgrade.