Assurance Wireless
reviews and complaints

I got a new assurance wireless virgen phone couple weeks ago, when I got it, I asked the guy who was at the store if I can keep my old number on the new phone and he told me YES, to just call couple weeks after to bridge, then I called today 08-07-2019 at 8:58 AM at (888) 321-5880 to bridge my old phone number to my new assurance wireless phone, the person who helped me (Ryan) told me the it was going to expedite and will take like an ahour to handle and he will call me back, so since I didn't hear from him, I called back the same number and spoke to RR and supervisor Alex, and after almost an hour talking to both of them they told me that they can NOT bridge my phone number, I just don't understand why "NOT", it not like I am getting a new number, thats my phone number. I have many years with this phone number and don't want to lose it, I am not working right now and that's why I got this assurance wireless virgen phone, and the bill for my old phone is due tomorrow 08-08-2019 and I don't want to pay it. I need your help... since I spent the whole day dealing with your customer service and they did't do anythinhg.

This problem has been going on for several weeks. In July I added monies to my account as I was out of minutes. A couple days later, I called Assurance to confirm my monies would be carried over to August. The rep I spoke with asked how I liked the service and was I satisfied. I told him I was happy with the service but the phone I received has problems: dropping calls, can't receive or send phones, text messages don't download, can't access internet etc etc etc. The rep apologized and said would send new phone will call back on Aug 1 with tracking information. I never received a call back. Fast forward to August 3, agent said, no record of new phone request, but phone was sent July 23. I checked records, July 23 2018 the phone I now have was sent. Requested supervisor, talked with Frank, explained situation said will get new phone ordered and sent with no charge, will send ref # and tracking number to my personal email. August 4, no email received. August 5 2019 11am MDT got rep explained situation said will escalate I should have a cb in 15 minutes. No call back. 11:37 am I called and requested to be put in contact with US rep, rep refused and hung up. 11:39 I called back, once again asked for a US rep, cs rep argued and put me on hold with sprint IVR. 11:51 rep back I explained voicemail issue and wanted refund of 40 minutes on vm as phone doesn't always disconnect. More argument over how to use voicemail. (I am technically savvy and don't need this repeatedly explained to me.) Once again req US rep, again put on hold. 11:59 rep back, not listening to what I am saying, again requested supervisor. Put on hold again. 12:04 rep again explaining minutes. Once again I said I understand how minutes work and requested supervisor. On hold again. 12:08 Rae on the phone, I explained AGAIN and put on hold. 12:13 Rae, said phone activated 8/1/2019...I said no, this phone activated 2018...last year. On hold again. 12:20 Explained to Rae AGAIN all the phone problems and how I have been lied to several times. Requested senior supervisor. 12:37 Got supervisor, before I could explain, the call hung up. 12:38 called back got disconnected in the IVR. 12:38 called back got Shane, explained again, asked for super and was put on hold AGAIN. 12:49 rep now saying she is in the US (outright lie) and trying to sell me a replacement phone as this phone out of warranty. I requested supervisor and was put on hold AGAIN. 12:55 Tt Gabriel, same story, explaining vm minutes. Again, I said I understand and this is only a symptom of the problem which is the phone itself. I asked for a phone number for the US and a senior supervisor. Put on hold but line not muted, I could hear background conversations in Hindi. 1:08 Gabriel says sending to escalation department and refused to get senior supervisor on the phone, refused US phone number. ON HOLD AGAIN.
1:19 TT Aaron who claims to be a supervisor, at least he had read through the file on the problems. Refused US rep or phone number. I said, " Tired of being lied to, mis-led etc. Been on the phone with Assurance for 2 hours and 20 minutes trying to get this situation resolved. Been disconnected, hung up on, and am tired of the BS being slung at me."

What I received is lots of platitudes. I worked for 25 years in a call center for Citibank in Albuquerque, New Mexico. I know how these things work. India has MAJOR language and training problems.

2PM I do have a confirmation number for a new phone: [protected] and a reference number [protected]. Whether or not I will get a new phone remains to be seen.

This woman name Karyn she's 1 of the managers of alot of workers that work for assurance wireless street team. This Karyn woman is very rude and inappropriate behavior to her customers and workers that she says she is "training"! My friend actually works for one of the companies too and he told me that you only supposed to work with one company and I noticed as she was creating a scene infrount of the 99cent store that she work with three other companies and she actually sells the phones too and I believe when I called customer service and spoken to an supervisor they said I shouldn't ever be charged it's supposed to be a free groverment assistance program. And my friend that was with me recorded her when she was told by another worker she was approved and then 6mins later exactly she butted in and said no sorry your not approved but you can pay 40$. For the phone and it's still unlimited. This lady constantly gets into problems daily representing 4 of you guys companies me and my job 99cent store that she's infrount of knows her very well for years and it's bad for business we get complaints about her daily plz look into it. Signed by anonymous

My life line has been suspend due to the input of wrong information. I reported to aris in customer service that I had spoke with management for the past 3 day on the error. No one wanted to help me. They only wanted me to pay the money. I was eligible for a free year replacement phone on may 27 2019. I received a replacement phone on June 16. Assurance Wireless said that my phone was sent to me as a replacement for a broken phone. But this was not true. I reported my phone lost on May 7th. I went to the store and bought a phone from Target. It was $20. I call back to Assurance Wireless to reactivate this phone and was told that the phone could not be attached to my account. At this time she said that she would put in that I needed a replacement phone under my 1 year agreement. I received paperwork dated July 16th that I needed to return a broken device. I do not feel like it is fair that I return a phone I paid $20 at the store for and could not use. I did not buy this other phone for any other reason than Assurance Wireless. Now surance Wireless is telling me to either pay up or no service. I do not feel like this is fair and it is a very much an inconvenient. Please help me with this matter. Ann Foster

I've spoken with the same customer service agent the last five times I've called. She had me drive to a different zip code because I needed to connect with another tower. I also had her spend 20 minutes showing me how to turn off and on my phone when I called for her to activate my data plan, which has not been working since I received the phone. She sent me a new phone because she did not know what she was doing. I ask to speak to someone else Everytime I call because she does not know what she's doing. She uses different names each time I call but it is the same customer service agent who is not helpful. I finally got the customer service number because she called my home and returned the call and spoke to a real agent and his supervisor Ivan. I was finally helped. I waited about three to four weeks for a problem that literally took less than five minutes on the phone with someone who knew what they were doing. I do not know if this is how they do business or how they are keeping thier government contract.

We helped my elderly mom apply for a phone at least twice. Gathered all of the information, support documentation, got copies, etc. Applied, then for months heard nothing. They said they hadn't received anything. So we tried again. This time we decided to send application online to make sure that it didn't/couldn't get lost in the mail or anything. Months later, still heard nothing. So we decided to call and check on the application. When we tried to explain to the customer rep that we had already sent an application and heard nothing back, she was trying to verify information and didn't seem like she could find it. She said some other things, but we couldn't understand what she was saying because of her accent and she was speaking really fast. We told her we sent the application and haven't heard anything about the application, after a few minutes, the rep said something like "one moment" then we heard an auto voice that said "you've called after hours" and then it hung up. It was about 3 pm in the day. We immediately called back. We got another rep. We told him how we had submitted an application online, and he asked for info such as name and address and said on his end it showed no application was sent. I told him when we sent it. He told us he'd send another application to us. We asked him what could have caused their system to lose the application or for it not to go through when we sent it. My mom told him she had already applied twice but each time they never seem to get the application. She asked to speak to a supervisor. The man asked why. And she reiterated, she felt something was wrong because she keeps sending applications but they never seem to get it. She asked to speak to the supervisor calmly at least three times. Then we heard click. The rep HUNG Up. That was extremely RUDE, disrespectful to my elderly mom who only wanted to know what was going on with her application. I knew right then, we did not want to use this service. Something is not right here. If you are going to have a phone with a company, you want to have good, knowledgeable courteous customer service and reps who you can understand what they are saying. If we are having this problem before even getting a phone with their service, I can't imagine how it would be having a phone and needing their help!

Ok i had been calling assurance wireless to change the # i had with you to the true connect phone and everyone was so kind but the girl i spoke to earlier on 7-10-2019 told me tell tru connect that they just have to put in the assurance wireless acct # and the pin and they would give them the number but when i called true connect they said they did not get a response from the assurence that you had released the phone # but so she is going to try tomorrow to see if it goes thru she remitted it again but just want you to know i was on a 3 way call with that supervisor and the girl from true connect and that the supervisor from your company was so rude i can not even believe that a supervisor should deal with customers like this

Gotten approved for a phone since May 2019 it's not 3 months later still no phone. I've spoken to several "Supervisors" which did me no justice. As soon as I asked for the number to corporate they stated there's no number so basically I have to deal with them. I go online to do some research just to see they have nothing but bad reviews. Worst customer service ever

In December of 2018 I received in assurance wireless phone number . That phone did not work so I was sent a return label to return the phone. I returned the phone.

Nobody offered to send me a new phone.

5 months later, A friend told me that I could have gotten a replacement phone. So I called Assurance Wireless and asked them if they could please send me a new phone.

That woman verified that they had received my first defective phone back in December 2018 and sent me a new phone, waiving the $5 fee. After 2 months of having my new phone, my service has been shut off and my account has been suspended.

Now assurance Wireless is telling me that they never received my original return 7 months ago!

This is not possible.

The woman who sent me the new phone verified that it had been received.

Why would Assurance send me a new phone if they hadn't verified that they had received my old phone 5 months prior? Why am I now being disconnected 7 months after returning my phone?

I am disabled and I need this phone to be able to dial for emergency services and I am holding Assurance Wireless liable if I am not able to call for emergency services.

Please turn my phone back on.

I was told this was sent to an escalation Department. Please ask the escalation Department to turn my phone back on.

I'm being held liable for cell phone that I was not notified, by CSR, nor written notification to be returned. It was not until I notified Assurance of the problem, that a letter was sent informing to return the phone. Still the letter did not hv instructions, no return labels, NOTHING! on how, who, or where to return phone. I even have sent an email requesting information on how to return the phone. Only response I received was asking for my address. I returned email with my address (noting that my address is already on file). This have been 30+ days and I still HAVE NOT RECEIVED ANY INFO TO HOW RETURN PHONE.
I'm asking that this matter be given to senior management or a complaint team. It's been since 4/2019. Josie Edwards or [protected]@ymail.com
219 West Harden St. #132
Graham NC 27253

For the past serverl months I can hardly make any calls or texts it seems like I never have enough bars to do anything, one minute there's 1/2 bars but never enough for a call or tex I rely on this for my teens in case of an emergency, since I've been with you guys I have never had these issues and now I do.not sure if there's not enough cell towers in my area, but the only time I seem that I can do anything is in the evening if I'm lucky with that, if I have 1 bar I still don't have enough to call or tex, right now I can't even use my phone at all like I said it's never been this bad,

I have a government phone and Service provided by the Assurance Company. My service has been suspended since the begining of June 2019.
my phone was replaced and I received the new phone I then informed the Company that I did not receive the returning envelop, I provided my po box for the envelop to be sent, they took my po box address, in May 2019 I called again that I did not receive the returning envelop into into my po box, I was told that they sent it but would not give me any info about the tracking number where did they send it, instead I was told to wait some more days, which I did. Ten days later I called again that I did not receive the returnig envelop in which I will send the damaged phone, they told me to provide the residential address, I told them that you already sent it as I spok earlier with one of the represetative which I did not receive and I informed the Company, and the second thing is that its just the envelop not the phone you can send it to my po box which I can receive securely and easily they said no we need the residential address or your service will be suspended. My service is suspended illigally therefore, it must be immidiatly restored or the FCC will be informed about this issue.
I am asking the Assurance Company Vergin Island that my service must be rsetored or I will take this issue to the FCC, the Assurance Company represetatives must tell the truth to its customers and our call must not be transfered to another country as we applied from the US then we need to speak on the phone with some one in the US not out-routed to a different country.
My phone number is [protected]
Address: PO Box 1146, New York NY 10163 USA.

I made the mistake of going back to assurance well I got the imx phone. Charger went out first week was told they don't replace chargers buy one. The battery would never hold more than a couple of hours charge, no need to carry it anywhere with you or use it due to this. It constantly burnt up the battery. Called numerous times was hung up on after long waits or take battery out and rub with a pencil eraser. Still nothing after years of no service and I don't Kno how anybody got replacement phones. Assurance always said you don't qualify or you can pay 5 bucks and get another phone. Where's the year warranty I never got mine, signals were weak lot of dead zones. So I spent all this time with basically no phone service at all and very rude non English speaking idiots our taxes are paying. I hope I am finally done with these junk phones. People a phone that won't hold a charge is no good. Try telling that to Chang in china.i called the company that regulated these companies they can treatment us any way nobody regulates then.if these phones are lifelinks to help low income or elderly and poor people. It's not happening it's all about tax payers money. After a year I finally got my account counseled after many arguments and lies from [censored].csrs. these phones are junk the whole programs a scam. Beware this company.

I received a replacement phone when I asked how much it would be to upgrade the phone I had for over 5 years! That's when all the problems started & I've never had a company be so rude and not even care about their products or services. I guess I'm lucky because I'm on welfare & don't do anything is what I was told! So now I have a phone with no instructions or manual and I barely can make a call & I can't find anything anywhere on how to use it or any information! On my account it's just listed by my telephone number? I could go on & on & on but I've told my story so many times to so many people I'm tired of telling it! I would love to switch carriers but I can't. I'd love to get a cell phone case to protect my investment but they don't make any! So why did I even fill out this form? just in case this might make a difference? I'll keep looking until I die! Sincerely a tired customer of an ungrateful company! Welcome to The US! N1ck1 Brown!

I received my cell phone today from Assurance Wireless...date of today June 5, 2019...Wednesday. I called the 1-888-321-5880 no less than FIVE TIMES! I cannot remove the back of this phone, which is a UMX, and nobody wanted to help me. I went through the same spiel/non instructions because your non-American agents would and could not help me. I have proof because Alice, my assistant also tried to remove the back of this phone so that I can install the battery. I am tired of calling the 888 number because I am getting nowhere. The last person, who was a man, told me to call Sprint. What good is that going to do? So, you either send me another phone with the instructions on how to take the back off this phone, or I will contact the FCC, the Better Business Bureau and your Headquarters in Parsippany, New Jersey. Yes, i do have their address. My home number is [protected]. The Assurance cell phone's number is [protected].

RE:
Please provide customer service.

Laurita Mechy
[protected]

My phone is charged, green light is on, and the phone seems to be dead!
please refer this to someone who can help me.
I do not have another phone to call you and email is a good vehicle to communicate.

I was away for two months, in California, and my phone went to ROAMING status so
I shut the phone off, keeping the battery charged.

Laurita Mechy
LJ.[protected]@GMAIL.COM

I'm trying to get my phone to work and it's not and no I don't want you guys to send me a new one I don't know why but you guys have phones always do this whenever I have them and all that it always says that it's stopping everything else it's not loading nothing so I don't know what you guys are going to do you can help me figure my phone out or I'm just throwing it all out

I had an account with Assurance Wireless back in 2018 I switch to another company because the phone that they gave me was the biggest piece of crap I would ever used and when I called Assurance Wireless they kept resetting it and resetting it and refused to send me a replacement phone so I went to another company now I'm having problems with the other company and they told me to call Assurance Wireless to have them unlock the phone all phones are a lockable and their customer service it's telling me that they're not unlockable and the people that I'm speaking with are condescending rude unknowledgeable and they don't need to be doing a customer service job they make you feel like you're the biggest low life in the world because you're on a free service and they talk to you like you're stupid and honestly I think it's the worst customer experience I've ever had

I received a phone from Assurance Wireless, the phone is extremely unreliable, this company should not be allowed to make fools out of their customers. A Barbie phone would be more reliable than thes phones. They do not make or receive calls, The first night I had the phone I was stranded and tried to call a friend, it was late at night, the phone wasnt working at all. I was afraid that I was going to be in the dark all night. It was late and there were no trains. I need a phone that is reliable, I have responsibilities that are dependent on my phone. I would not suggest or recommend this company at all.