Assurance Wireless

I’ve had Assurance Wireless for years now and never call or complained. So when my phone had issues, I call customer service. The first call was around October of 2022 and they said that I would be getting a new phone. I waited for about a month but the phone never arrived. I then call back in November, they apologized and said that they found the issue, not to worry and they would be sending a new phone. The phone was never delivered. So I called again and the new customer services representative stated that they found the issue, I needed to pay $29.00 for the replacement. I let them know that this was something new and no one had said this before. I asked for a supervisor only to be transferred to another customer service representative claiming to be a manager with an unfriendly attitude. I called back and now the new representative said you just need to pay $9.99 and we will send you a replacement phone, so I did, the phone never came. I am very patient so after waiting for an additional 3 weeks I call back in January. This representative was very nice and she asked the same questions but we informed her that the phone was lost now. She said that I would be getting a new phone in 7 to 10 days, you don’t need to pay anything we already have your $9.99 on file. Two weeks later, yes you guess it, no phone. So on January 27, 2023 I called again and the new representative came with a new story. “Your phone is out of warrantee” the representative said. I informed her that I received different story every time I called Assurance Wireless. I expressed that her company does not convey the truth and that this is a lousy company. I was informed that someone from their company will be calling me back today. Now, if you are reading this then please know that the phone did not come and no one from Assurance Wireless called. Since all phone conversations are recorded, my experience is easily verified.

Hello on 1/25/23 I contacted Assurance Wireless to notify the company rep that I needed a replacement phone I am currently without 0 income and explained this to the representative. Who stated to me after being placed on hold several times and a call wait time of close to a hour. The rep told me that she was told by her supervisor to wait 24 hours then she would call me back to complete my replacement phone,

During this call I exained the urgency of my request. The assurance rep continually stated that she will be contacting me the following day which would be 1/26/23. This never happened she stated I would not be charged for my replacement phone, she said she spoke to her supervisor and was told that I would receive my replacement phone between 7 to 19 business days I asked would there be a charge she said no. I waited patiently on 1/26/23 which she stated she would be the rep who would be contacting me I was assured that to only receive no call

I eventually contacted Assurance on 1/26/23 and was hung up on twice called back and placed on hold The experience of Customer service wasdisa

asked her she could supply me with a email confirmation stating this she stated that rest assure our calls are recorded and that she would need to request this email confirmation of our discussion on 1/25/23. I awaited this call from Assurance on 1/26/23 the customer service was disappointing I still have not heard from Assurance Wireless to receive a replacement phone. I am reaching out to resolve this matter because I was told that I would receive a replacement phone between 7 to 10 days after 24 hours of the rep cancelling my account and reregistering me I asked her how she know my information she said she has it and will be contacting me with my information for the new application none if this happened. My name is Angela Wren [protected]@yahoo.com my best contact information is [protected]@yahoo.com [protected] I'm disappointed how I was treated with this company and is why I'm giling this complaint.

I just received the schok volt sv55. I got the phone because I am not working, and I needed a way to find employment. It was given to me as part of a government program for low income people who have no phone. First off I appreciate the service, but the phone is dangerous... This phone is new and it gets very hot when charging. It doesn't have to charge long either

From karl downs: for the past three days, I have not been able to make any phone calls, texts, or receive email. I have spoken to three different techs about this issue, but they have stonewalled me. I even tried to turn my phone off for 24 hours and turn it on again, but my phone service has not returned. The woman I spoke to on januar 24 at 12:15 pm claimed that cell towers were down, but the phone must be defective. I tried to get them to send me another replacement p. I was met with indifferece.

I ordered a replacement moxee cell phone as a replacement in which I paid for, because I received a phone about a month prior and it stopped working. I requested another replacement , in which I was told on multiple ocassions , that I was not eligible for a free replacement, because of the short time that I had the one previous. I have been without a phone for over a month now, because the company is insisting that I pay for another replacement.

On August 2022 I called Assurance Wireless because my phone had fell and broke. I was told that I needed to pay for that phone which I did, they said I was to pay for a new phone, and I paid again and never received the phone. There was a credit for $20.00 and $19.99 for an upgrade replacement (MotoG 5G) phone. I called again on October 2022 and many other times spoke to John, Mark, Nathan, Nelson, Chris they all told me not to worry that I would receive the phone, then I called again, and they said that they would discontinue to MotoG phone. I am a handicap person. I would like to complain and also get a refund that they owed me and never came.

I am in a nursing home and I received one of your free government phones App# Q65305-85663 and I have been trying to reach someone b/c my phone will not charge or even turn on for that matter, I only used a couple weeks and it totally shut down, been trying to reach customer service for a replacement and have gotten no where. I am very upset as this phone is my only connection to the outside world.

In October 2022 bought an assurance wireless cell phone from an assurance wireless promotional tent in a plaza near my house. I paid 80 dollars for phone and the girl told me that was a one time free and after that free service. Well I had never applied before so I was not aware that I should not of paid. I paid $80 so I figured I should use it. Well when I made calls from the assurance wireless cell phone it showed in caller ID in a black guy's name, Eugene Greene from Orlando. I found out all this information from the phone name etc. after I found out it was not my name showing on caller ID. So I called [protected] /assurance wireless CS number and as the conversation escalated I realized I bought someone else's assurance wireless service so those scammers could have money. Well as soon as I realized I said to the assurance wireless girl I want the main number to assurance wireless so I can tell them what has happened. And you know what, the assurance wireless person immediately hung up on me. Now you see I refuse to not make this known. People don't get any cell phones from assurance wireless tense it's fraud and a complete scam

Assurance wireless! My phone was hacked completely destroyed after having my email for 15years I called assurance wireless and one of the team members apologized said they would send me out a new government phone I waited a week no phone I called again they said they didnt see anything in there system apologize again they would send me out a phone waited another week no phone I called and asked to speak to the suspevisor she apologized said she would send me out a new phone waited another week no phone not one time! Did anyone mention I would need to send the government phone back after I burned it in a fire because my friends phone got hacked ive waited a whole month never got no phone no. Nothing after the support team told me to not worry about the phone then a supervisor told me they would semd me out a phone its been nothing but lies with this company! I want some answers you guys have put me threw nothing but stress

I have been trying to enroll an insurance wireless for about 7 to 10 to 11 application. And haven't got approved yet what is the problem I certified with the public utility commission of Texas application but I've never approved for assurance wireless txlida review says I'm denied and that I have a service with en-touch wireless services to which I call them up and they have no record of me having a contract with them I haven't received any phones any activation status with them nothing at all but I'm yet still denied with assurance wireless and Txlida. And I'm not happy with the situation that I'm going through as to put those many applications in and they see it and I'm not enrolled or not I'm being denied every time I fill out an application

I am discusted with AW. Back in November I ran out of minutes while I was told by ACP and Verizon that I had ACP with AW. How is that possible if I have ACP to run out of minutes. First of all I NEVER consented to ACP on my account. Most of the representatives are Very rude, unprofessional and outright dont know what they are talking about. The gist of my problem is back in November I didnt have use of my phone for a couple of days. After speaking with multiple reps for hours and days, I hit one employee that was able to charge my card on 11/30 -5.43 for minutes. I spoke with multiple reps that day - one told me that they will give me extra minutes to hold me over to the end of the cycle - hence forward I NEVER received them. I have been through hell with this company. I have this company for over 10 years now and never had such stress getting minutes on my phone - or taking off ACP that I NEVER consented to. On 11/30 I gave them my credit card information multiple times with multiple people, they told me it couldnt be processed - a system error, Move forward to the last couple of days and they still couldnt process my credit card. I went on the automated system yesterday and was able to put five dollars on my card for 250 minutes. I have proof of this on my cc. AW also sent me a text confirming that I put minutes on the account, I used the phone for about an hour until it disconnected me. I contacted multiple reps with in a two hour span and finally at around 9ish last night the supervisor told me she will give me 1000 free minutes until the cycle starts all over again. SHe also said she will process a refund since they couldnt find the 5:43 charge on my account. They also said there was an error and my automated charge of 5 didnt go through when t my cc was charged and a confirmation text was sent from aw. As expected I called AW today and spoke with a Nathan [protected] he saw the refund that was going to be processed but NO 1000 minutes, How does a SUPERVISOR lie like that, that is disgraceful. I have no use of my phone since Tuesday night. I have a 92 year old mother with dementia and I cant talk to her. Nathan than had a supervisor call me from a [protected] - she was trying to speak to me about something totally irrelevant (ACP) I said it has nothing to do with ACP - SHE HUNG UP. This company is VERY UNPROFESSIONAL. I am very discusted with AW. I than called back and spoke with a Mark -43443 - he verified that the supervisor from last night NEVER put the minutes on there that she was soooo adamant about giving me. He spoke with a supervisor and told me that he will put 250 FREE MINUTES on my account to hold me to Saturday. Once again he promised me he would do it. Hence forward a couple of hours later and the 250 minutes were NEVER put on. That is the third time your staff promised me minutes and I never got them. Twice (11/30 and 1/11) I was told that my credit card couldnt go through do to a system error. I used my card multiple times yesterday, It sounds like a scam to me and not possible. It is now two days later and I still cant use my phone even though I paid 5.43 to use it. This company lies and tries to pacify its customers by saying they will give them free minutes and NEVER does. I will report this company to the FCC and the agency that oversees AW.

My name is Maria Corral, I'm 60 years old and do not appreciate being scammed. If the huckster had told me from the beginning he was signing me up for a cell phone I would have told him no thank you. Please take me off of your service and if you want your phone back come and get it. I did not solicit it in the first place. I was given the impression that a lifeline device was being given out like what you wear around your neck for emergencies. He even stated that's what the device was for: emergencies. He even said it was the State of California giving the devices out. My sister-in-law is witness to these shenanigans. Do not pay that weasel for his so called sign-ups since he is getting people's personal info on false pretenses.

Every time I call [protected], I cant get a "live" person! This is ridiculous & pathetic. I need to reapply for the lifeline program so I can continue to use my govt. Cellphone, because I need this phone to be able to use my insurance company's transportation service to get to dr's appointments. I'm disabled, low income & I dont drive. I cant reapply for lifeline if I cant talk to a "live" person at assurance. Every time I call assurance, i'm placed on hold,&then I hear "hold" music. Then then the music stops & I think someone will come on the line. Then I just hear silence & keep saying hello for almost 5 minutes, but no one comes on the line. Then it transfers me to the "customer service survey" but I never even talked to anyone! Then after I do the survey (so I can get a "live" person because I got one once), then the same thing happens: "silence"& theres no one there for at least 5 minutes. I told someone at lifeline about this, so they know-theyre a govt agency. Assurance is "not" going to do this to me-make it so I cant talk to a "live" person to reapply for lifeline. Assurance is the one who made the mistake-taking lifeline "away" from me,&then telling me "I still have it"& making me so confused I dont know "what" to believe! I helped pass a law in washington d.C.;i'm "not" someone you want to do this to. Your record of resolving complaints is "horrible". It says theres more than 400 complaints but only 34 of them have been resolved. I will tell more people in washington d.C. About this if I have to. Disabled people who cant drive have govt cellphone because they really need them, not to go to "concerts" or "restaraunts", but to get to doctors appointments. From, nancy kavick assurance customer phone # [protected]

I called Assurance Wireless 4 times only to get a run-around of unprofessionalism customer care representatives, Precious, Joy, Jane, and other one named person who refuse to identify themselves.

They charged my account 8 times for the amount of $9.99 within 5 minutes.

I still have not received a new phone nor was the order put in as said by Precious.

The date and time of call was on 01-09-2023 at 11:00 am est. time.

Assurance Wireless took my lifeline service away My phone stopped working and they were supposed to send me another phone and the phone was defective would not charge or start up when I called they said they would send replacement but never did they said they were going to send me their best phone and every time I called to check to.see where it was they said it was to difficult to send it it was coming next week someone stole it they wanted me to call the police I was talking to them for hours every time I called and they would give me a different answer every day they did not understand what I was saying either Worst company I ever saw

First, the company has never sent out a text or email stating that the unlimited services especially data was a temporary thing and a 'trial run'. I was told that by a customer service representative who couldn't even tell me that there was a department at her company that could try to fix it. I have filled out the required forms both over the phone and online with the ACP department to have it fixed and when I go into 'my account' to check on the status of whether or not it has been changed or fixed - it has not! I have called 5 times in December to fix both the phone, to get the hotspot back and to get the unlimited data, calls and texts that I had all last year - it's still not fixed. I have had the customer service representative just read off forms and not help or just toss me back into the automated system to begin all over again or just down right hang up on me. I do qualify for the unlimited (which they are offering all new customers) along with new phones and tablets but I can't even get them to fix my unlimited data.

My phone just died in November 2022. I had a little juice left in the phone to call Tmobile. I ran out a bought a wireless charger. But it would not charge it. But by morning I ran to t mobile as soon as they opened. I use their phone to call the assurance. I told them the phone was not charging.. He took the claim. Then said I had to pay 99.00 dollars plus tax 105.38 a deductible. I was not thinking. So I just paid it. they sent me a refurbished phone. Well, that lasted 1 month. So in December, I was doing the same thing again. Calling them and telling them the phone is not working. So they had to send me another phone. I was not happy about this at all. So they sent me another refurbished phone which of course broke. I could not hear the person or they could not hear me... I needed my phone.. So I called t mobile corporate office I told them what happened. The lady was super nice and sent me a brand-new phone on a promotion they had. I had to pay the tax. So I did. It was about 58.00 dollars. So when speaking with her she said you should have not paid a deductible because your phone battery died and would not charge. I said that's right. she said you did NOT have any water damage or cracked screen. I said no I did not. The phone just would not charge, So I called assurance and they told me the guy who wrote up the claim put it in wrong. He put physical damage, In which I

never said to him, I said the phone would not charge, But they would not refund my deductable back. I spoke to a supervisor. We got disconnected and had to start all over again. She said well you put the claim in online, I said I never went on the computer. I am 66 years old. I hate the computer, I would not even know how to do that, I did it over the phone. Then she said. I'm sorry I can't give you back the deductible. I was livid. I told her I would dispute the charge on my card. Assurance made the mistake. They do not want to fix it. WRONG! very wrong. I believe the guy did it on purpose to collect the deductible. They probably have done it to others. I am sorry but I should not have had to pay a deductible for a phone that just stopped charging. Also the guy I was speaking to agreed. I want my 105.38 dollars back. I have paid over 2850.00 through the years and NEVER put in a claim. I could have bought 3 phones. Now, you want to charge me a deductible when I should not have to? Very very much bad business. I will never take your insurance that is how you do business. That is called ripping a customer off.

I called CS to report my phone just died. I was trying to get a replacement. I was on the phone with SC girl for a good 40 min. She was incompentent and kept asking the same questions over and over. She finally to me that I had to send my broken phone back to you befor I could get a replacement. the she gave conflicting rerun address 3x. I finally gave up and came here online in order to se WHAT to do. I am 75 illerate when it comes to problems wwith electronics etc. My number was/is [protected] my pin was 121951 thanks Please respond to [protected]@aol.com

call to you was 12/31/2022 at approx. 3"13 pm

I have been on my phone about this I ssue every day since I have had this need to replace my phone, the problem is someone put wrong information into my account in regard to my staus saying I have a device waiting yet to be returned! No I do not! I have my only phone that must be replaced or it will not work anylonger. Its been 2 weeks and they keep giving me confirmation numbers of my order but they deny my request and never sent my phone! Its wrong enough is enough I can not send a phone back until I get a replacement for the one I have! It is not working well its been handled they just need to send me a different phone that works im on warranty! I do not have a phone that is waiting to be sent back first I nneed a replacement first! Please help me. My number is [protected].. This needs to be resolved they keep sending me messages that my problem is resolved and its not! They just make a mess

About 5 months ago, my 81 years mother dropped her phone which was run over by passing car. I called for replacement and was told they will send it wiithin 7 business days. After 3 weeks of waiting, I called and was told that they have no records of my request for a replacement, and I had to pay $39.00. I told them there was no contract for paying $39.00, and was told to call back within a month to get a replacement. One month later, I called and was told, I still have to pay $39.00. Again, I told them it's ipossible and I will send the damaged phone to them. They were reluctant in helping me until I pay $39.00. asked to speak to the supervisor, and was told that in order for me not to pay $39.00, they have to cancel this phone and for me to re-apply. I re-applied on-line, after not waiting for 3 weeks, I called again and was told it was denied that they need some information. I went online again and reapplied with the info needed. After 3 weeks again, I called and they said they have to record of the application. I was told they will forward the application to my mailing address for me to fill out. After 8 days, I received and filled out the application with the required info. Again, I called to check the status, and was told they have no records, for me to fill out on-line agian. Finally, I spoke to the supervisor, and was told it was denied, that the national verifier has to approve the application. I called the national verifier and she said there is no problem. I called again, and was told they will send me the phone in 7 business days, and he will check the shipping status. After 2 weeks of not receiving the phone again, they told me there is no record and I have to fill out a new application.

Your support and service is horrible and disrespectful to American Citizen, expecially an aging 82 years woman.

I would not recommend your service to anyone, and I hope everyone boycott and do not particpate in your program in the future.

What a dreadful experience?