Amazing Customer Service

JillianElayne

TLDR; Jasmine was absolutely unreal as a customer service agent. She spent over an hour on the phone with me, advocating for me with the insurance company, and ultimately coming to an incredible solution when the insurance company refused to help me. Jasmine deserves all the good things in life!

I recently had my entire bag stolen which contained my 2-month-old iPhone 16 Pro. It was incredibly stressful. I had insurance through Assurant and was sent a refurbished phone. The refurbished phone was nowhere near the quality of my original phone, but I was happy to be contactable again.

Fast forward to over a month later, my stolen phone was recovered by Eco ATM! It was shipped back to me in perfect condition. I contacted Spectrum because I wanted to use my original phone and get the SIM transferred. I was connected to Jasmine who in turn had to conference call in Assurant because I didn't have a working phone due to my SIM card transfer being underway. It turns out that Assurant put a block on my original phone and refused to remove it. Their reasoning was that my original phone is now property of Assurant, and I need to send it to them. Not my REFURBISHED PHONE but my original phone in perfect condition. They also stated that I would not be refunded my deductible. This means that I am responsible for full financing on a lesser phone, not compensated for finding my original phone that they would now be taking from me, AND I am out the $250 deductible. Why couldn't I send back the refurbished phone and keep my original phone? It was past the 14-day period. FOURTEEN DAYS is all they allow.

I was rightfully pretty upset. Jasmine shared in my frustration and advocated for me, asking for a supervisor, and supporting me while I pushed for a solution. When Assurant would not budge, she stayed on the line with me, discussed the situation with her supervisor and came to an incredible solution which would mean that I get a brand-new phone through my Unlimited Plus plan with Spectrum. She took care of everything, even giving me a $25 credit for being so kind throughout the process.

The whole situation was so stressful and upsetting but Jasmine turned it around. She is INCREDIBLE. I would love for her to be recognized for her amazing customer service.

Jilliana_M

Hello Jillian,

Welcome to our community page! We are so sorry to hear about this unfortunate situation, but we absolutely appreciate you bringing this to our attention! We truly appreciate Jasmines hard work and efforts to bring resolution and peace of mind to this frustrating situation. This kind of effort does not go unnoticed, and we will absolutely ensure she is recognized for being an effortless example of the level of service that we strive for.