Review Insights · Google Play
Protection 360®
T-Mobile USA · 29,996 ratings · ★ 4.4
4.4
★★★★★
29,996 ratings
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Top complaints - extracted from 38 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"claim"
6 negative reviews mention this · 16% of all complaints
★★★★★ "Litterally wont let you complete or continue a claim anywhere once you save it. Online, on the app, in the T-Life app. junk." - Zach Harland
2
"phone"
6 negative reviews mention this · 16% of all complaints
★★★★★ "trash app can't never get it to work always some error code can't file a claim yet I'm charged for the best insurance offered with T-Mobile every month for what can't even get my phone replaced like my plan shows that I'm supposed to" - James “Outlaw” Davidson
3
"service"
5 negative reviews mention this · 13% of all complaints
★★★★★ "Trying to make a simple appointment was a nightmare. I kept getting redirected to a repair shop 20 miles away when there was one 5 miles away. I called customer service on 04/16/26, but they were zero help. The representative was sarcastic …" - BLACK SUPERSPORT
4
"file"
4 negative reviews mention this · 11% of all complaints
★★★★★ "trash app can't never get it to work always some error code can't file a claim yet I'm charged for the best insurance offered with T-Mobile every month for what can't even get my phone replaced like my plan shows that I'm supposed to" - James “Outlaw” Davidson
5
"mobile"
4 negative reviews mention this · 11% of all complaints
★★★★★ "trash app can't never get it to work always some error code can't file a claim yet I'm charged for the best insurance offered with T-Mobile every month for what can't even get my phone replaced like my plan shows that I'm supposed to" - James “Outlaw” Davidson
📋 All 38 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
Litterally wont let you complete or continue a claim anywhere once you save it. Online, on the app, in the T-Life app. junk.
terrible company thats lies to its customers and overcharges
scam
the app claims to have a $0-$29 deductible option for front screen replacement but they only give me the option to replace my device for an $89 deductible. Thievery especially to someone who pays for the highest tier of coverage
terrible company terrible experience
trash app can't never get it to work always some error code can't file a claim yet I'm charged for the best insurance offered with T-Mobile every month for what can't even get my phone replaced like my plan shows that I'm supposed to
horroble. says one thing on my app but chat is charging 99 for deductable?!
Trying to make a simple appointment was a nightmare. I kept getting redirected to a repair shop 20 miles away when there was one 5 miles away. I called customer service on 04/16/26, but they were zero help. The representative was sarcastic and rude and kept repeating the same thing while ignoring my questions. I had to make phone calls to Batteries Plus to finally get an answer for the redirection to a further location. It was simply because they were out of stock. lack of professionalism A+.
only T mobile cost more for the deductible out of every one .what a joke and no software issues include. site says full coverage that false advertisement. Most issues is caused by software issues. You guys don't cover it but $20 a month that's not worth insurance at all. It all adds up think how much you are paying for every year to a certain point, that phone should be free replacements.
Completely and utterly useless. Had to change my delivery and billing address when I filed the claim because they had my address from a decade ago. Much to my surprise, I get a delivery notification that night that it's being delivered to the previous address an hour away. I went back and look at the claim and not only did they not apply the delivery address change but they also did not apply the billing address change either. Next time I need an upgrade I'll be leaving Tmobile.
Can't seem to run scans on my own anymore. NOT happy.
it is very difficult to use the app or the website to file a claim, because it does not give you all the options and then when you say mechanical it doesn't give you an option to say what it is it just wants you to call or go into a store. which is extremely inconvenient when I should be able to do everything on the app or website. very inconvenient way to put a claim in when it doesn't give you options. especially for what you pay for the protection.
Don't believe the free repair claims. It is only free if there is a service center in the area, otherwise they charge you. I live in the Twin Cities and apparently there is no service center in this major metropolitan area.
not sure if it working yet
Not user friendly
i called 3 times, i even had a chat message and the replacement still got sent to my old address, i wish i could give 0 stars
I have pay too much, for the deductible, after paying a monthly fee as long as I've paid it.
THIS APP IS GARBAGE!!! A USELESS WASTE OF SPACE ON A DEVICE!! STEER CLEAR OF IT!! I CAN'T USE IT AS IT WON'T ALLOW ME TO UPDATE MY EXISTING ACCOUNT I'M TRYING TO VERIFY WITH THE EMAILED 6 DIGIT CODE. THE SITE KEEPS DISPLAYING "INVALID CODE". BUT HOW IS THIS POSSIBLE WHEN THE DAMN SYSTEM EMAILED IT TO ME IN THE FIRST PLACE!!!!
to be honest when I had T-Mobile I couldn't even tell I had this app it didn't do a damn thing for me
I can't get passed the verification code being sent... I get it and put it in but THAT'S IT!!!
not working properly
we need live perators not automated or Ai Robots - this is NOT customer service
hacked
It's like an act of Congress to get anything done! don't try to file a claim, Lord it will take 3 weeks to get approved.
horrible interface will doesn't allow you to use the app
My experience hasn't been so great!Getting this protection, we hought we would now feel a little bit better about my phone security. Well let's just say,someone knows how to get through the security of this system.When a person have problems with correcting a mistake, something is wrong!
I'm a novice about this function and don't understand what it's all about. nevertheless I'm going to enroll in T-Mobile school and study cell 📱phone operations for the non-tech savy.
Absolutely garbage
im totally covered but by the time you get to the end they charge 30.00
they forget to tell you there's a $49 fee if something happens even though you pay a monthly fee. it's all a scam
it doesn't work very well
I'm not going through it all again, poor customer service by a secondary employee. Friday March 27th, Tmobile, parkway plaza, El cajon, CA 92019
this isn't the app:s score and Motorola you should honor your warrenty when you knew good and well their were problems with the display right across the hinge section never last over 2 months I was also promised one free thinkshield at the time of purchase guess you changed that, making it impossible to get. PROVING WITHOUT A DOUBT YOU KNEW ALL ALONG THEIR WAS A PROBLEM WITH YHE HINGE ITS TOO WEAK AND THE SCREEN CRACKS OVER IT ON ALL THREE PHONES 2024 RAZRS R JUNK YOU KNOW THEY WERE DEFECTIVE !!
I have people keep going into my accounts
don't have bug protection
very good thr reply was very helpful.
I have been with tmobile for a few years and they are not the best when it comes to service mine has always been spotty at best every phone I have gotten from them has been lousy and when I take my phone in to have them fix them they look at you as if you are the stupid one but yet lately 3 out of 5 actually knew what they were doing and was able to fix some of the functions on the phones but I just switched my internet to them and now my phone and tablet is even worse now than it was before.
The app is not clear on the steps needed to get the claim processed. I had to file twice before it was clear to me. I submitted the second claim after waiting over two weeks for the claim to move out of "under review". I think this is partly the fault of the app and partly the fault of Assurant's process.
Sentiment summary
85%
Positive (4-5★)
4%
Neutral (3★)
11%
Negative (1-2★)