Assurance Wireless

Early June, called to have a phone replaced because it had a bad battery.

July 21, finally received replacement phone. When I called to activate it, the rep said it can't be activated until they receive the old phone. Why? Because it's been so long since they shipped the phone. The rep also notified me that my service was suspended on 7/19. No notice was sent to me, and I have been waiting for a call from my heart doctor about the results of an EKG.

They cut my service with no warning saying I had to return an old phone. A phone I paid for because t-mobile said they had n phones n stock, a phone company with no phones! So I bought one. They never said I had to return it. I am a senior citizen, it is 95 degrees out and they want me to run around to print out a shipping label. They are a horrid company DO NOT USE, the customer service is even worse. They are polite but very inefficient!

I had a free goverment phone plan and phone through insurance wireless company I had couple months the sensor went bad end then my phone died charged hours and hours never came back I told two weeks ago what happened keep telling me it's on it's way I havent seen it since I keep calling there they keep lying to me no phone to call 911 if needed to please help me ann sherwood

I have had the ACP Unlimited Plan, for at least a year. I noticed on July 7, my plan was scaled back to their basic one. I have been frantically trying to find out how to get the unlimited plan back, reapplying, online or over the phone, and trying to speak with an AC Department representative. It is July 21, my online job training course starts in 4 days, and these people still have me running around in circles. One person tells me the application is pending approval and wait 7 days. Another tells me the EBB program is replaced and I need to submit more information. Another tells me to call the AC Department, at [protected]. All I get is an automated message telling me to leave my name and phone number and someone will get back to me.

Do not use this company, EVER! Absolutely Terrible/Horrible customer service, zero knowledge of what they are doing. This is a government phone for low income people, the phones they send are garbage. Apparently, they don’t give a dam about service and the phone they are offering, because they have 1 star reviews and hundreds of complaints on line. I have spent hours and hours everyday since end of May, they are clueless, they promise the world, took $40.00 from me for a phone I returned in their pre-paid package and they can’t find it in their warehouse and I am still 40.00 and out a phone for my son. Assurance wireless failed to fulfill all requests waiting time is exuberantly long over an hour most times. Escalations are not taken seriously. Zero contact was made by administration. By far the worst wireless customer service. You can barely understand any of them.

My husband returned two cell phones and provided tracking and confirmation numbers in order to receive a working phone.

He called insurance wireless to make sure that they received the phones so that he could get another phone. They confirmed that they did receive the defective phones and that it would be 7 to 10 days we would receive a replacement. We received a replacement.

Assurance wireless claims that they never received the defective cell phones even though we provided both tracking numbers and confirmation numbers.

After I had the new phone for a month and a half I threw away the tracking numbers in the confirmation number thinking that I would not ever need them again.

And now insurance wireless is going to take away my 70-year-old husband's telephone that he uses to make doctor's appointments & video chat Drs appointment!

Ever since Lifeline has decided to use Assurance Wireless as their carrier, this service has been TERRIBLE. They send $30 "free" cellphones to those in great need, to the disabled, seniors and impoverished. Assurance Wireless' customer service is equally horrible. Even calling from an actual phone, the connection is barely audible, the customer service people are hard to understand, and you get nowhere. They send out a $30 phone to you that usually self-destructs within weeks. This is NOT how this program used to be even a few years ago.

It's not even worth loading your information onto these phones, most of which don't even have a separate battery. It's not even worth sending your previous "free" cellphone back in the prepaid envelope to them. It's all frustrating and it leaves your most vulnerable people with no phones and no service.

This needs to be reported to the BBB and to the appropriate Government official. We can no longer say that those in need are receiving "free" Government phones since they are mostly dangerous and not even usable.

Unprofessional ladies who swear at other vendors selling and block customers from ordering food to sign up for their phone service . They impose themselves on others not wanting the service . Will start verbal altercations in public while representing the company . This is at 79th street Forman Mills . 2 black women with braids . One skinny one heavyweight.

I purchased a cell phone from assurance to start my service. With in less than a year the battery would no longer charge. I phoned in for a replacement, which took several days and 3-4 hours each day on the phone. I finally received the replacement phone and was told to discard the old phone that no longer worked. I was ill at the time and did not. About a month later, i received an email to return the old phone which, i paid for, or they were turning off my service. I phoned in and after 2-3 more days of poor communication and horrible customer service along with hours on hold and numerous hang ups, i was told i would get a return envelope to ship back old phone, which i did. Several days after shipping back phone, they turned of my phone leaving me with no phone to call drs, dentist, appointments, or any family to speak to or any contact of anyone. I am disabled and had no phone to do anything and they did not care. I purchased that phone. It was my phone not a free phohe. I had no issue returning it and i did, but they never told me. Then they threatened to charge me and ihad zero service to date. I have decided to contact them again to send an envelope to return the second phone and drop their service. Garbage servie to the poor. All i wanted was the tracking number to check on the return and they refused to give me it. I called fedex who stated that they are given a tracking number when they created a return envelope for me. Awful, horrible, service and phone never stayed charged.

[censored] like today's John act superior and threaten upset customers hang up on and it's been over 6 mo since replacement phone was supposably sent and I am really hoping you finally send it

I am a Life Line user who was receiving service from Metro by T-Mobile/T-mobile. I lost my phone, reported it lost, requested a replacement phone. I paid $40.00. I was sent a phone that is ONLY compatible with Assurance Wireless which I did not have service with. Assurance went ahead and switched my phone service to them without my direction nor consent. I do not want a Assurance compatible only phone. I don't want Assurance phone service. I want to be who I was with at the time a replacement phone was requested. I tried switching my service but Assurance didn't want to give me my account number to do so. It took hours, going though multiple employees, and fighting a supervisor just to be given my account number. When I tried to do the switch I was told the phone I was sent is only compatible with Assurance wireless service. I wasn't with Assurance when I made the replacement phone request. Assurance purposely sent me a phone NOT compatible with my service. This phone is only functional 1/2 the time. People cannot hear me on this phone. I have to raise my voice to be heard. It dies after 30 min. I have to call a separate number to check VM. If I send a video it will send it 100 times even if the video has been deleted, the trash cleared, no longer having the video, not even in text, nor restarting the phone. It only sends my text 1/2 the time. When I receive messages they are several hours delayed. The phone has a 2 mg camera so I can't take pictures that can be made out. And so much more. I want a T-Mobile compatible phone so I can switch back to my carrier.

on June 28th 2022 I was offered and upgrade to iPhone XR by an email which on same day I have contacted them and asked about the offer on the number provided in the email and the person I spoke too has told me my iPhone xr is on its way 2 days later I received the package which didn't had any iPhone some peace of shiit phone that buffers 720p video on YouTube so I contacted the Assurance Wireless and they told me first of all show me proof of email and the phone will be shipped in

24 hour the email that the told me to send proof is [protected]@t-mobile.com so I sent them

and I call everyday and everyday I hear more bushtit telling me we bushtit that promotion ended in May NEXT person says out of stock next person says will be shipped in 24 hours next person told me wait so its been exactly 10 days this company false advertising lies to people just get them singe the go sued many times and still omitting fraud I want what I ordered

I lost my phone. I was told I had to pay 39.99 for a replacement phone. When I received the phone, it didn't work. I was told they were sending another phone and an envelope for me to send the other phone back.

When I received the second phone, I called to activate it. I was then told my service was cancelled so I had to re-apply.

I asked why did I pay for a phone when I had no service. If I reapply I get a free phone. The second phone also did not work.

I spoke with Rex, he was very RUDE. He told me I would have a full refund in 24- 72 hours. That was on June 18, 2022. I have not received any refund, no working phone, no phone call, no explanation whatsoever.

I sent both phones back to 1451 All points Ct. Ste 2 Plainfield, IN 46168. TRACKING # [protected]. IT WAS RECEIVED ON JUNE 30, 2022 AT 11:16 A. M.

I called AGAIN on July 6, 2022 and spoke with Roseanne in the Phillipines. Roseanne assured me that I would have my refund in 48 hours. Today is July 8, 2022 I still have not heard from anyone nor have I received a refund. Roseanne gave me another confirmation number. [protected].

I would like this to be handled so I can get my $43.34 so that I can get another phone.

I do not have any association with Assurance Wireless nor do I have a relationship with T-Mobile.

On 7-5-2022 Assurance Wireless billed my credit card for $40.29. I looked up Assurance Wireless and found a number [protected] I called several times but could not get past their machine because I am not a client and they do not recognize my phone number.

I called T-Mobile because they seem to be associated with Assurance. At one time they transferred me to Assurance; the machine asked for my zip code and immediately said something to the effect that they did not either get it or recognize it and hung up.

As a result of this scam, I had to cancel my credit card causing me a lot of work and frustration.

Two females of assurance wireless employees agent were trying to sell free lifeline phones to low-income family/person. They faked checking status of their phone service and tell them to buy their free phones.. at 9am-12pm, 1235 mission street San Francisco, Ca.

old phone died. they sent a new but never have anybody to help me to get nrw one to work properly

This agent at 1235 mission, between 9 am to 12pm, in San francisco, is trying to sell free phone by the government. The two females are faking giving phone to low-income people and sell them instead.

I use my phone service once a month as I am required. But every 12 days via mail, email, and/or phone messages they threaten to cancel my service because I am not using it as often as they would like? Please stop doing that. I have used my phone every month at least once as I am required. I don't have phone service of any kind up here in the mountains. I have wi-fi. I got the phone for literal emergencies and yes, I do have to drive down into town to use the phone service. So I make the trip to town at least once every month to use the phone service and pickup supplies.

I have always liked Assurance Wireless so I am surprised to be making a complaint. My phone has been messing up (gets hot when charged, certain functions are not working, i.e. when I restart the phone, it takes a photo, etc) I called Assurance last month, they said phone was no longer under warranty and I'd have to pay $29 & they'd send me a new phone. I told her I would call back with credit card. I called following week, explained why I was calling & the rep said I have good news for you: we'll be sending you a free phone!

I was thrilled, & she said it would take 3-5 business days to receive my new phone. After waiting 12 days & no phone arrives, I called again.

T he rep said she was looking up my account, etc.. She came back & says my phone is no longer under warranty. I was aware of that I tell her. BUT she says if I pay $69 they will send me a new phone. I was shocked & silent. After a minute of silence, the rep speaks up and says I am going to give you a discount, if you do it today it's only $39.00. I'm baffled as how price changed in 2 weeks, why has it changed & is this a language mix-up or confusion on their part. Their alt solution was dont use my phone for 30days & then re-sign up & get free phone.

We have been customers with Assurance Wireless for almost 9 years. For over a month now, my Assurance Wireless phone has not been receiving calls. I take excellent care of my phone. It was not dropped, it did not get wet, nothing. My family and friends have not been able to reach me. My phone does not receive calls. This has caused trauma for my family and friends. They experienced Life or Death Emergencies and Crisis Situations and were unable to reach me because of YOU Assurance Wireless. You also have a completely incorrect address for me. I have spent over 20 hours over the past month explaining both of these situations to Assurance Wireless customer "support" representatives. They will not resolve these simple issues. Simply exchange our phone for one that works and update our address to where we live so that the phone that you need to replace ships to the Correct Address. Assurance Wireless is proving to every customer and potential customer that they do not value their customers as human beings and do not realize that this unconscionable behavior and lack of caring by Assurance Wireless is causing pain in people's lives. Assurance Wireless is playing with Life or Death situations. Your customers are not just numbers, we are human beings. Take care of your customers!