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1.2 641 Reviews

Assurance Wireless Complaints Summary

35 Resolved
606 Unresolved
Our verdict: If considering services from Assurance Wireless with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Assurance Wireless reviews & complaints 641

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1:23 am EST

Assurance Wireless Free phone program

I was in the free phone program.I moved but gut I guess I forgot to tell them so when it came time to recertify I didn't get whatever I needed to recertify. So 1 day I suddenly couldn't use my phone unless I paid money&when I bought minutes they were gone fast.I don't even use my phone much except calling doctors&calling in refills to the pharmacy but I've been filling out applications on paper&online for about 2 months filled out about 10 applications everytime I get denied &it says the reason is invalid /unverified address .I've called&emaled them I don't know how many times trying to find out why I keep getting turned down but they only just send me another application . I sometimes put my city as Kemp because my mail goes through there first but actually live in Seven Points Texas some of the first applications I sent in said Kemp&the ID I sent while applying was expired&said Kemp I believe. When calling in 1 time I talked to a girl that said if I get an ID that was up to date that has the address where I live now on it&send a filled out application with the address I live now ow on it they should stop denying me saying my address is invalid or can't be verified .T he last person I talked to I could hardly understand all I could understand was something about application &recertifying &gave me some number.I didn't know what it was for so when I put it in there site it said my application request has been processed &a application was on it's way I' ve contacted them by email they've asked me for information&I give it to them &they just want to send me another application I don't know if it's because I live in an RV park or they don't know that there is a small town called Seven Points because they still have it in there system that I live in Kemp.the last email I was rude because it has been ridiculously hard just to get back in the program I've been trying over a month&it has me very stressed out

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7:06 pm EST

Assurance Wireless My phone

I called on 11/26/18 spoke with a guy I believe his name was Mike and he refused to let me talk to a supervisor after I have been trying to get my new phone for almost 2 month now since the old was broke and they have given me different answers each time I call this guy actually laughed at me and said I didn't want his help actually I just want the new phone I paid for and still have yet to receive it

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6:43 am EST

Assurance Wireless 8032902289/phone/ customer service

I recently recieved a phone which is the ans phone. The phone is malfunctioning. I called customer service on 11/17/18 and asked for a replacement phone. They originally told me that they could overnight the phone to me at the address that I was at. Then told me that the phone would get to me on 11/20/18 at 575 w. Washington street in greenville, sc. I recieved an email stating that I would reciev the phone on 11/20/18 3hours away from where I was. I called back to strighten the situation out and spoke to gie and her supervisor who told me to call fed ex to reroute the phone wich was not possible at all. My issue is customer service is very rude and they do not listen to the customers issue. All they do is try to hurry the customer off of the phone. I am still without a properly working phone. I would like a replacement phone sent to 575 w. Washington street greenville, sc 29601 please.

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11:23 am EST

Assurance Wireless Customer service

I moved to Texas in June and have been having trouble getting my assurance wireless phone situated. I be sent in copy's of my socail services and socail security information because I'm disabled with a disabled child. Today I called spoke with a lady who said her name was angel wouldn't give me her last name and when I asked to be transferred to a manager she said the manager was busy and than hung up on me. But during the phone call she kept interrupting me and wouldn't let me finish me sentence. This is ridiculous behavior and I've never in all my life had such issues. I've been an assurance wireless customer for many years and I would like a call from a supervisor asap [protected] my address is 424 Cullen Ave El Paso Texas 79915.

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8:15 pm EST

Assurance Wireless Cell phones they provide do not work

Assurance wireless for the ten or so years that I've been with them never has given me a functional phone. They did not give their customers the option of purchasing a phone up until a few months ago when they opened their online "store". The cheapest phone available in this online store is 70 dollars. And that is a refurbished phone which of course will not work and which their terms and conditions says the customer needs to pay 25 dollars just to send it back once the customer discovers it does not work. The cheapest new phone they are selling costs 130 dollars and that is EIGHTY dollars more what the exact same model costs at boost mobile. Evil evil evil! This is socialism for ya! Free ain't really free! The government t will NOT take care of you. This free government lifeline service provider abuses and misuses the homeless the disabled and the elderly. All of you reading this please file complaints about assurance wireless at the FCC dot gov website click for the consumer the new go a bit down and click "file a complaint ". Let's hope and pray that if enough of us file complaints with the FCC we will see change with this wicked cell phone provider.

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10:35 pm EDT

Assurance Wireless Agents and providing poor customers service

I called in on 10/17/18 for $15 unlimited plan agents took credit card infomation put me on brief hold to process my order and when she return she told me everything was process to turn my phone off thn back on thn I can resume using services tonight I found out I tht agent and supervisor lie too me and had the audacity to call me a liar in so many words saying they will talk the agent to first and if I was telling the truth agent will receive disciplinary which I am the being disciplining and on top of me not having Power anywhere to stay this is the last things on top of being treated unfairly and unprofessional by agent and supervisor tonight

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111777
, US
Dec 04, 2018 7:18 pm EST
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Re: Assurance wireless. Do not waste your time with this company. The ANS phones they are sending out will only work for a few days before they stop. If you get another one, it will do the same. to get a working phone, your option will be to purchase a phone from them. Customer service is horrible.

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6:37 pm EDT
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Assurance Wireless ansul50

Going my third phone, cannot hear callers voices, only three have come through clear enough to hear at other end, assurance being one of them. Calls made to me and the ones I make are so low can't understand what is being said. Wanted to download a volume booster but assurance wants to send another phone which is the exact make as I have. Very frustrating, if have problems with the third, I am going back to SafeLink. At leaset I could hear the callers on their phone.

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7:25 pm EDT
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Assurance Wireless Swapping phones

I received my phone yesterday and have tried to activate. I followed the instructions online and wrote down the MEID number and finished the process, but now when i try to use the phone it says the phone is not yet activated. I also cannot use my old phone because it says the account is not validated. Now i have no phone at all to call customer service or anything. I sent an email yesterday and have heard nothing back. I've looked up hacks to activate it, tried a factory reset on my new phone...have tried everything. Why isn't it activated yet?!

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1:25 pm EDT

Assurance Wireless Assurance wireless customer service

Assurance Wireless is now charging for shipping on replacement phones. They do not budge on $12 shipping fee. You can barely understand what they are saying. They are very difficult to work with. I never had this problem in the past. They used to make things really easy. The rep. told me I had to order a replacement phone at a Virgin Wireless Store and that I could not do it over the phone. Why do I have to go into a store and take care of it-I am disabled. This is a complete inconvenience.

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9:02 am EDT

Assurance Wireless Wireless device on customer service

Please everybody tell everybody never step foot around this company these guys are a joke unprofessional to the max they will put you on hold and never come back they laugh in the background while they're watching TV or whatever they're doing I have no idea where they found these people they are not helpful the garbage phones they send you will make you also want to puke you have to send money in to get it fixed they send you back the most ridiculous broken phones just stay a far far away from this company do not get trapped every problem you have will be magnified times 10 if you choose this free Lifeline service yeah right it's a joke there a joke they need to be put out of business please help tell everyone you know that these idiots are most ungrateful unprofessional group of idiots I've ever ever worked with 0 out of 10 thumbs down...0 stars not even 1/2 a star, let me put it this way that company just simply just makes me want to PUKE... yes I want to puke!

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8:02 pm EDT

Assurance Wireless Customer service as well as the company itself..

First off I want to start by saying that I have over 15 years in customer service as well as being a supervisor for cell phone call centers and the hospitality business so excuse me if I find it a bit sad when your talking with someone but can't understand because of the hard accent because of companies seeking the cheap way out and instead of paying for professionalism they rather move to another country different time zone and get whatever they can to win those extra bucks therefore making it tougher for us [customers ] to get through so that our inquires are rectified... So I wake up this morning and attempt to shoot a text but when I ask thru another phone they tell me they never received any text. Well I then attempt to make a call when I then learn my service has been disconnected.. Now in order to get my service restored because I've felt with Assurance before so I have to purchase a top up card which basically your paying to turn it back on oh and let's not forget that you also have to prove where you live.. OK so I fax over copies of my NY state ID along with a copy of a utility cable bill. Now my service gets approved and is working fine but Zi wake up today and it's cut off so let's go down the line of what I went through with the talented customer service agents here at Assurance wireless. My day calling the call center started around 4:27pm eastern time NYC and spoke to Jasmin which I'd like to state that there's no proof these agents are who they say they are since no last name is given.. Now from Jasmin transferred me to her supervisor Chris who transferred me to Lifeline without telling me. I then spoke to Danelle at Lifeline and she couldn't pull up my info. By the way I'm trying to find out why my service got disconnected and who shut it off. From Danelle I get sent back to Assurance now speak to Arlyn She tells me they didn't cut my service that Lifeline did and that they couldn't transfer me but she had a number for me to call so I call and talk to keisha and she tells me lifeline doesn't cut service that Assurance is my service provider and they take care of that. She transfer me back now I talk to Ann t 5:05 pm ask for a supervisor and here comes John the Account supervisor.. Who I won't lie did shine some light on the issue but didn't help really because he was just adamant about covering someone's [censored]. So he tells me that I was denied on July 1 for not proving my address. Where I reside. Because they have 2 addresses on file and that there's someone else with a account where I reside. OK so at that moment I didn't have the paperwork in front of me but know I faxed proof of where I reside and it was prior to the 1st..Finally John says "Bottom line you have to rectify again" I don't think so... Not after going thru all this... I hang up and quickly find my copies of the proof of where I live and that it was faxed on 6/28/18 where as he told me I was denied on 7/1/18 so how or why was my service disconnected.. I have all copies in my possession John.. So I call back and now talk to Amy at 5:23pm and explain to her everything and her answer was that my account expired in May on the 26th and that I should have did all this in March which didn't make sense because nobody told me about expiration... And if I sent proof then why do I still need to send back some form especially when my service was still active. So Amy says I'm just reading what's in the notes I say then your not helping me. Anyone can read the notes. Well not anyone but alot. Then she asks me what is it that I want for her to do since she has read everything and because I've spoken to a supervisor already so at the end I have yet to know who exactly turned my service off and I have to rectify or read submit a application in order for my service to be restored which I find quite amusing since what today showed me is that none of these agents are on the same page. Every call I made I received a different answer and nobody tried turning my service back on.. If the person that lived in NY apt had service before me then it would be hard for her to do anything about it since she's dead. I sent proof that I live here and that's it. And sent it prior to being denied like John stated... So thanks but no thanks and you guys should work on your hard accents...

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Update by Nogutsnoglory.jr
Aug 28, 2018 8:14 pm EDT

Please excuse some typos. Where it says rectify twice it's supposed to be RECERTIFY...

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1:03 pm EDT
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Assurance Wireless Assurance wireless lifeline program

I requested an application for a resident of our nursing home. The application & welcome letter, dated 05/08/18 were received, the application was completed and faxed back on 05/24/18 to [protected]. I received a fax confirmation that the application was received. I made numerous attempts to call for the status of the application to [protected], no one answers this line. I reached out via email and have communicated numerous times with assurance employees, all stating thee application was "in process".. 08/09/18 I reached an email with a case id#, I have escalated your application under the case ID [protected]. If you want to make a follow up, please email back for assistance.
08/10/18 I received a call stating the application sent was out of date & would not be processed. After over an hour on the phone with Olive, Julian and then Supervisor Al, ID#I1442919788, who told me that the "back office" team had actually not worked the application until today and it was now past the 60 day deadline. Al states he is sending a new application and the process must start over ALL DUE to your companies NEGLAGENCE.
A formal compliant will now be filed with the Texas Public Utility Commission.

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11:03 pm EDT
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Assurance Wireless A lifeline assistance program

Sent all information they requested and never received my phone, I tried calling them to try to get information on what I needed to do next since I never got my device or heard anything and they keep giving me the run-around around! There's NO REASON WHY I SHOULDN'T HAVE MY PHONE! The last man me and my grandma spoke to was very hateful and really hurt mine and my grandma feelings. There's just NO EXCUSE FOR THIS! I NEED HELP!

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2:29 pm EDT

Assurance Wireless Customer service

I received a new phone during to my first phone no longer wanting to keep a charge. Called assurance wireless to activate n the customer service representative, Jess n her supervisor Alliceson were the rules people I have ever spoken with. They had me do upset. Wouldn't let me finish talking. And Everytime I stop talking, they repeatedly said the same thing. Like everything I said went in one ear n out the other. I pissed off that I have to even file a report that will probably be lost n nothing will be fixed in return
The replacement model I received will not work in my home. They kept wanting to send out another phone but the same model. THIS MODEL WILL NOT WORK IN MY HOME. They then proceeded to tell I can purchase a different model on the third of August. No I am not going to purchase a phone. I have this life line because I don't have the money. Please call this number to get in contact with me. [protected].
After all that I called back and a gentleman answered. He had do this and that, including shutting off the wifi. I did n he then asked me two more times to check if the wifi was off. I told him it was. I told him I'm not an idiot. It's off. And he hung up on me.
First phone call 11:15 for 37min. 34sec
Second phone call 11:56 for 11 min. 29sec.

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Update by Alexis Peralta
Jul 27, 2018 2:31 pm EDT

My first sentence should read due to not during

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8:04 pm EDT

Assurance Wireless Customer service

Their Automated System is hell to go through as it doesn't provide an option to talk to any human being therefore you have to be inventive on going around the system until it lets you speak to anyone, which would make you wait several minutes with awful music and pre-recorded voices of people passing for employees greeting you until you realize its part of said recording while you wait. As this wasn't bizarre enough, some of the names I picked up while trying to sign up for their services sounded like nicknames, which was setting a red flag of sorts but I tried to continue with said process. I find out most of the employees I managed to speeak with were rude and pretty much behaved immaturely, which did not helped my mood already worsened by said autmated service to begin with.

On top of this one of said employees denied to allow me to speak to a Supervisor or anyone in charge, stating since I was not a customer that would not be a privilige and hangs up on me. I don't get this, why wouild I need to be a customer to talk to a Supervisor inquiring about rude behavoir from horrible employees? The last attempt I made another employee agreed to seek a Supervisor and after more than 10 minutes waiting, the connection gets lost and once again I get hang up upon. Its as if no one working for this company wants any complains to get through even though they are the reason why a complain is being made to begin with. Quite frankly I am not this desperate to seek help on acquiring a phone line from people who treat would be customers like dirt.

Maybe Assurance Wireless should just close business and let others who are honest in helping low income customers do so instead. As for me, I sure learned my lesson on placing hope on a company that doesn't care about treating me like this.

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Jack P.
, US
Jul 13, 2018 7:03 pm EDT

In trying to deal with your issues the fact that the representatives are at the other end of the world
makes it so much harder.

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12:28 pm EDT

Assurance Wireless Assurance wireless customer reps are incompetent

My mom's lifeline wireless plan status has been in 'application request received' since January 2018. Everytime I call assurance wireless to inquire about it, I keep getting the same answer that they are awaiting for the national lifeline to approve the application. When I call the national lifeline number, I'm told that my mom is approved and assurance wireless should send the phone for activation. I relay this info to wireless assurance and everytime I call, it's a different rep who tells me that they will ask their back office to change the status so that the phone gets sent out. It's now april 2018 and my mom still hasn't gotten her phone. Assurance wireless has no sense of responsibility nor ownership when dealing with an issue. they have no paper trail nor do they follow up. No one is accountable at assurance wireless. It's a total waste of time, federal funding and an embarrassment to our system. All of them should be fired. Assurance wireless is USELESS!

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Meowzee
, US
Dec 08, 2018 6:41 pm EST
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They turned off my service for no reason...and also claimed it was "national lifeline" that did, it not them..I called national lifeline, they said they did not turn off my service and ASSURANCE WIRELESS was giving out misinformation...assurance wireless seems to blame "national lifeline for our their mistakes and incompetent employees.

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virj
, US
Dec 11, 2018 12:09 am EST
Replying to comment of Meowzee

I am going thru the exact same thing, this should be investigated by the NEWS MEDIA .

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10:09 am EDT

Assurance Wireless My service was suspended, then cancelled, because I did not return broken phone within 30 days

I have been a customer for over 10 years and when my phone broke, I upgraded and it took 4 or 5 months for them to send me the upgraded phone. Then my phone broke again and when I received new phone I did not have time to set it up. I was sick and out of town staying with my daughter. It took me a couple of months before I was back and able to transfer my info and get phone back to Assurance. Shortly after mailing phone I received a letter stating my account was temporarily suspended until phone was received. I waited a couple of weeks and still no service. I finally called, 3/21/18 as there was definitely time for phone to be received and posted to my account, first, I was told phone hadn't been received which was impossible as it was in an Assurance wireless return envelope. She checked again and said my service had been cancelled. I was mad so she said she would do an application while I waited on the phone and get me approved to have service once again. When she finally came back to the phone I was told my address was not in their service area> What kind of [censor] is that when I have been at the same address for the entire time I have had assurance wireless phone service. I am livid! I will not recommend Assurance to anyone, actually I will try to get anyone I know with Assurance to change companies!

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Judy Jaeger
, US
Sep 23, 2022 12:40 pm EDT

I'm very angry too,I've sent phone back on 9/15/Monday,with FedEx,but no phone back to Unsuspended service! I will not recommend them to anybody either!

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Judy Jaeger
, US
Sep 23, 2022 12:33 pm EDT

Assurance wireless has been sending expired return labels since January 2022,so fed x can not pick up and deliver back to assur.wireless,and blanking ME for not getting the phone back to them! And NOW,has suspended my service,and won't let me talk to a supervisor to Unsuspend!

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1:04 pm EDT

Assurance Wireless There on site activation agents

I've never seen a company who has a team you're so bad at customer service I have such bad sportsmanship did they go out of their way to almost pick a physical altercation with a fellow competitor by instigating it one way or another there is a husband and wife team that run their own team of Agents what are there specific locations that I'm talking about is at 53rd Street and Washington in Phoenix Arizona if they do not get their way I've seen them yell at customers actually mail across the parking lot I seen them get in their competitors face bad name and I can't believe it's been that long

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10:02 am EST

Assurance Wireless Zte/government program

I am 70 years old disable person (on Goverment program). The telephone service provides telephones(ZTE) which is completely useless for me because of many technical reasons.
That's why I tried to switch to another service allowing me to use another telephone my neighbor kindly presented me.
I called to National Federal Agency and they told me that it's not a problem, just call Assuarance and ask them to de-enroll me from their service and by March, 19 I'd be able to go with the service which allows me to use my own telephone.
What is now: I don't have telephone wireless service at all (Assurance just disconnected my service). And Assurance just told me that if I also would like to de-enroll from their service then I'll not be able to use any Government wireless service for 2 years.
I'd like to get the confirmation if the service followed Government regulations or just instructions how I can switch to another service as soon as possible.

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12:55 pm EST

Assurance Wireless Application denials

In June of last year a representative from Assurance Wireless was here in Albany. He advised me to disconnect my Safelink phone in order to obtain an Assurance phone. I am disabled and need a smart phone to use patient portal with my physical and mental health providers. I followed your reps instructions and has my safelink phone disconnected. I have been without a phone since June and Assurance continues to deny my applications. I need a phone and will be contacting the Federal bereau of consumer affairs. Send me a phone please.

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Assurance Wireless In-depth Review

Overview: Assurance Wireless is a telecommunications company that provides free or low-cost cell phone service to eligible individuals. Their services are available in select areas and target low-income households. To qualify, applicants must meet certain eligibility requirements.

Plans and Services: Assurance Wireless offers a variety of plans with different features. These plans include data, talk, and text allowances, allowing users to stay connected without breaking the bank. They also offer additional services such as international calling and mobile hotspot, providing flexibility for users with diverse needs.

Phone Selection: Assurance Wireless offers a range of phones to choose from. These phones are of good quality and come with various features to meet different preferences. Users also have options for upgrading or purchasing a new phone, ensuring they can stay up to date with the latest technology.

Customer Support: Assurance Wireless provides multiple methods for contacting customer support, including phone, email, and chat. Their response time is generally prompt, and support is available when needed. User reviews indicate a high level of satisfaction with the customer support provided.

Application Process: The application process for Assurance Wireless is relatively straightforward. Eligibility requirements and documentation needed are clearly outlined, making it easy for potential users to determine if they qualify. The timeframe for approval and activation of services is reasonable, ensuring users can start using their phones without unnecessary delays.

Network Performance: Assurance Wireless offers reliable network coverage with good signal strength. Users report satisfactory speed and reliability of the data connection. Overall, user experiences and feedback on network performance are positive.

Billing and Payments: Assurance Wireless has a transparent billing cycle and offers various payment options. Charges and fees are clearly communicated, ensuring users have a clear understanding of their expenses. User satisfaction with the billing and payment processes is generally high.

Additional Benefits: Assurance Wireless is part of the Lifeline program, which provides additional benefits to eligible individuals. They may also have partnerships or discounts with other services or companies, offering users more value for their money. These additional benefits make Assurance Wireless stand out from other service providers.

User Reviews and Ratings: Overall, users are satisfied with Assurance Wireless and give positive ratings. They appreciate the affordability and reliability of the service. Some users have provided constructive feedback, but the majority of reviews are favorable. When compared to similar service providers, Assurance Wireless holds its own.

Conclusion: Assurance Wireless is a reliable and affordable option for individuals who meet the eligibility requirements. With a range of plans, quality phones, and excellent customer support, it offers a comprehensive package. The application process is straightforward, and the network performance is satisfactory. Overall, Assurance Wireless is recommended for those seeking a cost-effective cell phone service.

How to file a complaint about Assurance Wireless?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account. If you do not have an account, please register by providing the necessary information in the sign-up form.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Assurance Wireless. Make it specific and clear, such as "Incorrect Billing by Assurance Wireless" or "Poor Customer Service at Assurance Wireless".

4. Detailing the experience: In the complaint description, provide a detailed account of your experience with Assurance Wireless. Include key areas such as:

  • Service issues: Describe any problems with the mobile service, such as coverage, data speeds, or dropped calls.
  • Customer support: Detail your interactions with customer service, including wait times, the helpfulness of representatives, or any miscommunications.
  • Billing and charges: Mention any discrepancies in your bill, unauthorized charges, or issues with payment processing.
  • Product quality: If applicable, discuss the quality and functionality of the mobile device provided by Assurance Wireless.
  • Account management: Explain any difficulties you've had managing your account, such as updating personal information or changing plans.
Include any relevant transactions with the company, the nature of the issue, steps taken to resolve it, and the company's response. Explain how the issue has personally impacted you, such as financial loss or inconvenience.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as correspondence, bills, or screenshots. Do not include sensitive personal information that could compromise your privacy or security.

6. Filling optional fields: Use the 'Claimed Loss' field to indicate any financial losses you have incurred due to the issue with Assurance Wireless. In the 'Desired Outcome' field, specify what resolution you are seeking, whether it's a refund, exchange, or other forms of compensation.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the information provided is correct and that your desired outcome is reasonable and clearly stated.

8. Submission process: After reviewing your complaint, click the 'Submit' button to officially file your complaint on ComplaintsBoard.com.

9. Post-Submission Actions: After submitting your complaint, regularly check your account on ComplaintsBoard.com for any responses or updates. Be prepared to engage with any follow-up queries or resolutions offered by Assurance Wireless or the ComplaintsBoard.com community.

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