Assurance Wireless
reviews and complaints

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?

After receiving my initial phone from Assurance Wireless I had to purchase a replacement phone for $39.99, I received the 1st replacement phone and within the 90 day return/refund the phone stopped working properly. I called Assurance Wireless and they said I was still within the 90 day return/refund timeframe so I could send it back and get a replacement phone. I asked the customer service person about how the return/refund policy would work with the replacement phone and they told me that the 90 days would start with the replacement phone once I activated the replacement phone. Once again the phone stopped working and I called Assurance again and they sent me a replacement phone and stated that the 90 day return/refund policy would begin once I activate the phone. Once again I activated the phone and began using it and again it stopped working properly. I called Assurance and explained the situation with the phones and the trouble and asked about a refund. I was promised a full refund for my phone which would be issued as soon as the received the phone. I asked the customer service individual if closing my account would cause a disruption with my refund and she stated that it would not affect anything with my refund. I mailed the phone back to Assurance Wireless and the funds were never put back into account. I called Assurance to find out about my refund and they said it would take 7 to 10 days (of which came and went) and still no deposit. I called again to see what was going on and the customer service individual stated that I would not be able to receive a refund-I asked to speak with a supervisor and I was again promised my refund and still nothing. They now have my phone and my money and are refusing to send me my money plus they are refusing to send my phone back. The are in possession of both my money and the phone. I have no interest in getting a phone because I am appalled by the business practices and lack of quality with their product. I would like my money returned to me as promised-I returned the phone in good faith that they would refund my money and they have not. They have lied and provided horrible customer service and merchandise as well as stolen from me as they are refusing to provide my refund.

Cell number [protected] pin 115915 acp number q75135-17929 acp made error cancelled my acp sent me gmail technical error told to reapply I did DEC 7 with supervisor given verification number [protected] for free cell phone told would be reinstated 24 to 48 hours didnt happen, called numerous times told would be that night didn't happen DEC 20 2022 still dont have my acp activated , why should I be penalized in no acp on what I was told error with assurance wireless I'm upset feel like going to FCC if this is not resolved . machelle aronson

Ive been trying to find. A way to contact u i had recieved my phone it was cracked alil not a big deal then within the first month my phone said it was gettin hot its going to turn off even not plugged in it stopped working it was my only phone now my service is turned off i wish i could have had a easier way to contact you fixed this sooner. Im not saying the company is bad when u get a phone it should work

Severe lack customer service and waste of time for hours to point of extreme upset. Try never to call. Have turned off phone suddenly at least twice and had no phone for two weeks! They just read script rather than listen. Three times I am having to call to fix sudden turning off of my unlimited data plan. Wifi is not well supported on phone. They are not a reputable company and so not communicate appropriately and never ok to leave customer without phone! They lack integrity. I called again two days ago to fix my plan and they hung after saying it's fixed and never gave prior restitution for days with no service. And had offered an insulting one dollar! Incompetent and where is fcc oversight? None. I tried and they don't help for this. Not to mention I went years, many, without proper working phone, no apps, and missed out on work opportunities and video of now deceased parent. Horrifying, and data goes in and out alot, and screen crashes, and supposed to be newer phone, better memory for first time in over ten years. Lost all contacts switch ing when not told had to save everything in Google.

This phone is the absolute worst! I have had assurance wireless and had some trouble with small issues but this phone drops every call; intermittently goes dead during calls. The charge does not last even with the battery saver feature activated. I am unable to make or receive calls intermittently, the phone features go off and on without being touched and lately I can't get the phone charge to go above 70% no matter how long it is plugged in.

They want me to open it to find the # of the Sim card, in order for the phone to work. I'm 75, disabled and I can't open the phone. Also the keyboard is too small for me. I had requested that you activate a different phone that I own. But you didn't do that. You also didn't replace the Galaxy S10 that you had sent me previously. Instead you charged me $39.95 plus tax for a phone that sold for $15 if anyone was foolish enough to buy this unusable phone. Also you replaced a phone that had 128 gigs with a phone that has 16 gigs.

It’s real crappy how they treated me. I am seriously thinking about switching providers.

The smartphones are not good if you can even call them smartphones. They are crap! Mine stopped working right and right after it was expired for me to get a free one. $39 for another piece of garbage!

Someone I talked too last month promised me a new phone for free. Never got it so I went back and they told me it was denied me getting it. I’m WHAT! No one never informed me as I sat there waiting 3 weeks until fed up I called.

They hung up on me when trying to explain how awful I’d been treated. I want to leave.

About 1 month ago I was going through my text messages on my cell, and I noticed a message I wasn't familiar with, so I checked it and it said that if I wanted to log in to my account that I needed the Pin number it showed me. So, I logged in and I noticed that my cell number was registered to someone else and the company I bought the phone from was also different. I've had this cell number for more than 2 years now and never had a problem until now. And also, I bought this phone from the company, so it is not a government phone. This phone number is used for my own personal use, to get in contact with my kids' pediatrician, and my kid's school. So, I'm wondering how this issue is going to be resolved? Or what steps do I have to take to get it resolved?

I am so so upset with the customer service there, they tell you one thing and do another they tell you everything is going to be okay, I only call to update my information and they ended up turning my phone off I just don't understand that, now it seem like I'm a lose my number that important people have. I had my number over a year now . I only called just update my information and how did they make a mistake and turn my phone off my phone is saying Services unavailable. I am so piss.

I ordered your updated phone and got it today. I followed the instructions to open the phone after I had my phone number transferred to this new phone. However, when I opened the phone I got a blank screen with just the date which was wrong and the time which was wrong and no way in the world to make the phone function. It was an empty screen with no icons to press for anything making the phone useless. I spent at least 3 hours on the phone a friend let me use with your so-called people who are supposed to know how to solve these problems, but they don't. I had to have my phone number transferred back to my old phone. I paid for a useless phone i'm stuck with. Your service department really sucks, and the people in it don't have a clue what they are doing.

I wasn't able to use any phone but theirs on their network. I was forced to use their very basic 4g lte phone, which couldn't support any apps, google internet, or their "Hotspot". I had to wait a week to receive their phone and then It took 4 days to set the phone up so I could get service. The original phone nunber they gave me had no service due to a national area code cell phone outage. Why would they issue a number like that to someone who desperately needs a phone. The in took 2 days to port my number over to their service. Despite having full bars all the time, I constantly received less the 50% of my text and calls. They offer unlimited data but they of run on 4g lte which is being phased out and internet coverage is spotty at best. Even the texting application on these phones runs off of data, that can't connect to the data server. Customer service was unable to help solve the problem with the only answer I ever received was "I can see here you have unlimited call, text and data, so there shouldn't be an issue. You'll have to call phone another phone so we can troubleshoot it". One of the Customer service representative tried to tell me 4g lte was better the 4g, which is not true at all. The only time I was able to access the internet was when I was connected to my own wifi, which caused me to never receive texts or calls. THIS IS A DANGEROUS SERVICE! for people like me who needed this service because they offered life line assistance. I missed so many calls and texts that my mother frantically drove 2 hours to my house thinking I was in seriously injured and unresponsive. The only way I was able to receive texts was by making Facebook messenger my primary text and call app, which them ment I didn't receive any calls. Do not use their services. You are better off using textnow then you are their service. I wasn't able to use any phone but theirs on their network. I was forced to use their very basic 4g lte phone, which couldn't support any apps, google internet, or their "Hotspot". Despite having full bars all the time, I constantly received less the 50% of my text and calls. Customer service was unable to help solve the problem. The worst of this was they offer unlimited data but they of run on 4g lte which is being phased out. The Customer service representative tried to tell me 4g lte was better the 4g, which is not true at all. The only time I was able to access the internet was when I was connected to my own wifi, which caused me to never receive texts or calls. THIS IS A DANGEROUS SERVICE! for people like me who needed this service because they offered life line assistance. I missed so many calls and texts that my mother frantically drove 2 hours to my house thinking I was in seriously injured and unresponsive. The only way I was able to receive texts was by making Facebook messenger my primary text and call app, which now means I didn't receive any calls. Do not use their services, it is scary unreliable.