Assurance Wireless
reviews and complaints

I've had my phone about 2 weeks and so far have had great service no problem getting on the Internet had to call customer service to reset my voicemail almost no wait, took 5 minutes to resolve. But the phone's are crap. Wow I was using the phone it made about half of a ringtone and then went black tried resetting it taking the battery out absolutely nothing it's a dead phone but I called this morning had to be on hold for about 5 minutes and they said they would get me another one out within the week we'll see

Today is 04/05/[protected]@ 11:27 am. I just had a Cust Serv Rep named Happy. Mere words cannot express my gratitude, respect, appreciation, overwhelmingly happiness for her professionalism, personability, kindness, expertise & most importantly... Her as an Overwhelmingly Incredible Human Being! If she doesn't get promoted to Supervisor or Management... Something is DEFINITELY WRONG w/your professional staff! She deserves an IMMEDIATE RAISE, Promotion, a copy of this to go into her file, a parking spot upfront & if not "Employee of the Year"...@ least "Employee of the Month"! I was in Cust Serv for over 30 years & I WAS THE BEST! SHES GOT ME BEAT! I want to be contacted by your professionalism staff for acknowledgement of review!
Sincerely & from My Heart!
Sharon L. Harwell

My screen is cracked on my government issued galaxy s10 so I called them snd they said yes I was due for a upgrade and i would receive ?another galaxy s10 and I did NOT they sent me the worst phone on this planet it's a POS SCHOK just read the reviews on them lol it's a frickEn joke I kept my broken screen galaxy s10 so I sent the pos one back LOL and they told me they would send me another Galaxy S10 which they didn't they sent me the same phone in the same box that i returned the junky one back in so I just got off the phone with them a while ago with nothing but BS I shouldn't have to buy another
Galaxy s10 that's a government-issued phonethey are nothing but con artists and by the way that's the broken down box I sent that phone back in they didn't even open it I sent the same box same phone everything back to me again but I got the pictures below to show

I had a problem to activate the phone.
I switched because my Samsung always had bead reception up to switching to voicemail not matter where I was. It never rang anymore. Text messages with delay... phone sound quality bad... just annoying all over.
So I got their model CP3320AS2 that is lightly larger than the Samsung. I followed activation instructions but at one step this instruction are different from what the screen shows so I guess that is where I messed up.
Restarted and tried the phone... did not call the number I put in but went straight to Assurance Customer Service! How about that? Ok, Let's talk then. So I rather quickly had a real life person on the phone that had a strong accent from India. Well... my accent is German... I had to focus.
After a short moment the CSR told me to reboot my phone. I did and my phone was activated and in working condition.
THe phone is so much better than my crappy Samsung, it received calls and rings! No more Voicemail as default! But what is way better is that the quality of the sound at phone calls is now clear and crisp.

I have NOTHING to complain! Maybe I am the silent majority?

Phone I received was broken. Received replacement that was broken, then had to pay for upgraded phone, and they shipped out and was a shock phone that was from 1988 2 mp camera,won't get nothing but 2g,died every 1 1/2 hrs, customer service then said I could get a replacement phone for a shipping charge of 20 dollars, I then find out my card had been charged more money, no supervisor every cause I h y are at home as one rep said, no home base no to call they are part of virgin mobile when doesn't exist in America anymore, and I hey tell you they have no idea of what phones they have in stock in warehouse, yet they try to sell you moto g phones for 50 dollars more and have a he people on the corners selling acp accounts selling you upgraded phones for 50 dollars that they get from company for free and hat they are suppose to be giving you for free, yet the corner people give you schok phones that's no good and outdated from and made in India. Don't use company ever unless you want your card info stolen your identity stolen,ripped off and old phones and terrible lying customer service reading script.where is the FCC who is suppose to be watching out for Americans. They just let businesses do what ever they want while the get rich, eat big budget dinner and drive by homeless people waving.

The worst service I've ever had from ANY company I have ever dealt with in my 63 years. The federal government pays $#*!. To provide unlimited highspeed broadband internet access. Every weekday, from 11am or earlier until 5pm or later, "no connection" is the rule. Oh, I may get access for 5 or 10 seconds before it cuts off, accomplishing nothing. Of late, including late night, forget accessing internet. My partner has the same issue.
The company line, T-Mobile, that is, as it appears it operates $#*!., is a bunch of double talk on cell tower coverage and nonsensical statistics, etc., which the FCC, who I complained to, seems to find an acceptable condition for this pathetic excuse for the use of taxpayer money.
The company haf a conversion at the start of 2022, requiring phone replacement. I had to surrender the prior handset, 4G, receiving a dysfunctional 3G replacement. That's when the service went to hell.
My complaints fall on deaf ears. The T-Mobile agent who responded to my FCC complaint suggested I might find another provider, all of whom charge for a free service.
Yeah, $#*!. Wireless is a fraud on the American taxpayer, and the FCC appears to be in collusion with it. Guess the government official handling my complaint expects to be eligible for an industry job when they leave government "disservice."

I have read a number of reviews and the majority of people are not happy, however in most cases I think that the reviews are unfair and in a few cases quite amusing.

Let's start with the application process, it was easy, a few details and I am on medicare and on some national register so verification was pretty easy and effortless.

Once approved I received an email telling me that my phone would arrive within 7 to 10 business days. In reality I recieved my phone after only 5 days. Before the phone arrived I received an email telling me what my phone number would be and a usps tracking number.

I live in Ohio, I get 1000 minutes a month, unlimited text messages and 4.5 GB of data per month. This for me is plenty.

The phone I have received is a umx U693 CL. Is it a great phone? No! Was I expecting a great phone? Again No!

The phone is a basic smartphone, very basic, something that you would buy for cheap at Walmart, a good comparison, total wireless. It's not a great phone but at the same time its an ok phone.

This is a lifeline phone, it's not designed for long phone calls, watching movies, taking lots of photos etc, The purpose of the phone is to contact family or friends when needed for short calls, calling to schedule Dr and medical appointments and a little bit of data for basic apps.

So as a summary, and remember, your not paying for this and your not paying for service provided you stay within your limits. Don't have high expectations, if you have high expectations your going to be disappointed. I would suggest you find a good friend or family member to buy you a great phone and pay your bills. If you want something basic to make simple phone calls then this should work for you.

I would recommend once you get your phone set up, you go to settings, turn Mobile data OFF and only use it when you need it, That will save your data and will stop any unnecessary or unintended data usage. In addition, go to settings and uninstall and / or disable any apps that you are not going to use and that will save your battery.

In conclusion, the phone is basic and works for me and my needs.

It's my fault that my assurance wireless phone isn't working because I dropped the phone many times. I do understand that I can't use the warranty. But listen I paid 60 dollars for my assurance wireless phone and these people want to charge me 120 dollars to buy the same phone. The reason was it was a man that was walking around my apartment complex signing people up for assurance wireless and he charged 60 dollars for the phone but the man was still working for assurance wireless. Make it make sense.

Im still not receiving the ACP benefit I qualified for and was approved for over 2 weeks ago by The National Verifier and ACP. Assurance keeps telling me I have to wait for 7-10 days for the application to be processed and that ACP is the hold up. They proceed to give out a number to ACP to inquire with them, however ACP is saying they keep getting the same call from thousands saying the same thing but its approved on their end. They are very rude and running the customers around with false and inconsistent information.

On January 1st I was promised a new phone. I had received a letter and phone call to connect to a new program your company was offering. Today I was told I had to pay for a new phonem. I had call to check and see why I hadn't received my phone yet. I am very upset.

Hi,

I recently got this phone and was texted twice this last week that I have service for another month, However, this morning that wasnt the case. I can't get on your website, it keeps saying that they dont have information related to this phone number, even if i had monies to pay, I wouldnt be able to get online as I never set up at 6 digit PIN. Ive spoken twice to your customer service and all they do is recite what my problem is back to me without resolution, also phone doesn't work very well when talking, have to use speakerphone to hear anyone else. I really need this phone number, ive filled out many applications with this number attached and many other things like housing consideration and jobs attached to phone. My number is [protected].

This device stopped charging after 3 weeks of use out of the box. When I requested a replacement device, I was told to not use service for 30 days to allow me to just start a new account because otherwise I'd have to pay $25 for shipping as the device replacement insurance is free... Considering I had to go with a phone and plan I didn't pay for through acp because no income... $35 was a lot I didn't have. So I was advised to just start all over which id get the exact same device...

Dear Sirs

The reason i am writing to you today is because i can not get anywhere on the Call/Chat feature.

I'am writing about 2 Ihone Xrs which was sent back on these dates

Wednesday 11/1/23

Friday 10/27/23

Ids for those Phones as follows

PZ96-ECIM

J2IF-E2VG

I need this information to be forwarded to Affirm so they will stop charging me for something i no longer have.

Phone number is [protected]

Thank you

Theresa Harvey

[protected]

[protected]

Theresa Harvey

The Schok Volt SV55 that I received through Assurance Wireless is an inferior, low-quality phone that doesn't work with Android Auto (the app/program that works with my car's GPS navigation infotainment system). I do NOT recommend Assurance Wireless through California's Lifeline program. Assurance Wireless does not give you phone options and just sends you the inferior quality Schok Volt SV55

Assurance wireless cut off my Service has sent 3 defective phones charged me to replace these defective phones.I aS charged 29.95 ,19.95 and 9.95 for these phones.It's not my fault you sent me defective devices ,why should I have to pay for you bad .your customer service is playing games with your consumers waisting their time being put on hold for no reason ,hung up on repeatedly lied to.that's if you can get your call through to begin with.It take 3 to 4 min just to get to your reps ,ask for a supervisor your hung up on.this has to be your company policy because it's every time.If this doesn't take care of my problem with you I'm making a complaint to the FCC. I have no phone I have no service this is not right because your charging for this send me that works a real phone not schok or the other garbage it's supposed to be a functioning smartphone. Fix this with me or I will never stop complaining about you or your service .

Customer service representative Ana disconnected the phone and did not help me. She said I used profanity and hung up. I called again and spoke to Christina who put me on hold, called me at approximately 9:50 pm EST from number [protected] and left me on hold. These two representatives were rude and have not met the expectations of assurance wireless. I need this situation rectified please. Attached is a photo of me on hold by Christina. I called yet again and spoke to Darwin who also hung up on me. I do not understand this level of treatment but it’s not

I purchased a phone from assurance. they 'assured' me it was unlocked. i paid 50$ for it. after they cancelled my account, would not reactivate it and then denied me the ability to return my phone.

Do not use Assurance wireless they are thieves in the making and will definitely steal your money or leave you wishing you would have used another company. Shame on you assurance.

I have serious health issues and need a phone that at least works halfway descent. I Signed up for assurance wireless a couple months ago. I received the Schok Volt SV55 Model SV55216 like many others here. The phone was slow as could possibly be. Only had reception when it wanted to. I just called assurance wireless this morning and asked if I could get a little better phone. The lady with assurance wireless must have thought I was as dumb as a coal bucket because she said she was going to set the Schok Volt SV55 Model SV55216 to a different cell phone tower. Duh, what if I'm in a different area? The assurance wireless agent asked for the number I was calling from. I didn't give the number to her and not a min after we were finished talking, she calls the number I'm using now. I guess so assurance can hound me if I drop their service. A shady company at best. A waste of taxpayers money.

I'm not filing a complaint on Assurance. Their was some type of error in the office with the mail details at the apartments I live at. I've recently moved to a different apartment and the mailbox number had not been switched through usps therefore my device got sent back the issue with ups has been resolved. The device is to be delivered to you guys today with the tracking number being 9200190286973836172319 my name is Jennifer Talley DOB:10/26/1987 address 3000 Evangeline St APT 18 Monroe La 71201 ive called assurance customer service three times and they just keep telling me it is arriving today they aren't understanding what I'm telling them or English language that well. Any info or help would be greatly appreciated. My email is [protected]@gmail.com

I am being harassed by your foreign customer service department. They are also linking my telephone number to the number of related or third party stalkers to monitor and harass me via electronic connection.

They are giving out my personal information and allowing people to listen in on my phone conversations, reviewing of my texts messages and photos. When they listen in on my phone conversations some of my important phone calls get disconnected. The also keep calling me a [censored] and using Google data centers and other data centers as a way to harass and allow others to stalk me as a customer. I can hear them spoofing my phone line and while I am on important phone calls.

Received 1st lifeline phone. Lasted about a month. Got a replacement phone that they charged $22 for shipping. Then 2 additional $5 charges appeared on my CC bill. They sent a prepaid envelope to return the first phone via FedEx. 2nd didn't last more than a couple of days. 1st call to replace that phone was on 10/6. I've been told 3 times I would receive another replacement phone in 5-7 days. My last call, last week...first they said there was no request for a replacement. Then they said they're not shipping it until they get the first phone back. Well that was shipped more than a month ago. They provided the envelope with a tracking number. They must have tracked it by now. So now I've been without a phone for over a month and my lifeline service is going to get cancelled for non-use. I can't use a phone that's broken. POS company. Billing lifeline I'm sure for a service I can't use.

They tell you that you get 4 GB, the automative system tells you 3GB, on the online account bar you can't get more than 3GB. I called them several times, but they act like they don't understand. Also, I was told that I have to pay $20 dollars to return the old phone with the removable battery that's not compatible with the unlimited service that they try to talk you into getting with ACP. And they always have an excuse why you can't use your own phone, even though their website said you can use an unlocked phone.