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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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Newest Assurance Wireless reviews & complaints

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J
1:04 pm EST
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Assurance Wireless They will not transfer me to the united states I cannot understand the customer service reps

I ordered a phone through safelink. Got it up and running. They sent me a better, larger phone. By them refusing to transfer me to someone I can understand this has been the most terrible customer service I have ever encountered.

I need to speak to someone that can understand me, not talk over me and be patient with me.

I have been hung up on 7 times.

This is NOT GOOD BUSINESS.

JAMIE THOMAS

[protected]

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9:48 am EDT
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Assurance Wireless Cellphone and service

Once I receive my phone it did not work right since I received it it dropped my calls all the time the battery never stayed charged I called back I did not receive my tablet that was supposed to come with it that I ordered called back they said they were going to send me out another one and that I would not have to pay shipping and handling because it was under warranty I never received my other phone and then I called back they said now they're going to charge me for the shipping and handling worst company I've ever dealt with in my life

Claimed loss: Cellphone,tablet,service

Desired outcome: Upgraded cell phone that works correctly unlimited service with also data, the tablet that I never received

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12:59 am EDT
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Assurance Wireless Receiving a replacement phone?

I think it was last week I called your office cause my phone was acting up again. Once again it was not ringing in, I couldn't hear on the phone unless I put it on speaker then everyone could hear my conversation there was a lot of static as well. Now it won't won't power-up. At this point I have NO PHONE. I really need a phone. I have several doctor appointments, I need to make reservations with transport 3 days ahead of each appt. I have heart problems and really need a phone at all times. Please know that I am not complaining, or being unpleasant because I am getting a free phone. I just need to knowhow the process is going. Am I getting a replacement? How much longer will I have to wait? Thank you for listening... Vaunita Babb, you can email me @[protected]@gmail.com

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5:04 pm EDT
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Assurance Wireless Affordability connectivity program

These scumbags/scammers are keeping my acp program. I never knew I signed up for it. Now that I need the credit for my home internet provider I cannot get it because assurance wireless is keeping my acp program active so assurance is getting paid monthly for services I have never used the phone and the a/c have been closed for months and the acp expired 10/1/2023, but I was told by acp and internet provider say that until assurance completely closes the a/c I cannot get the credit. I have been trying to reach them for 2 months, and they dont answer their phone [protected], their street people claim they cannot help you close the acp. Filed a complaint with bbb, no response.

My phone number [protected].

Desired outcome: MY A/C IS CLOSED. CLOSE/REMOVE MY ACP INTERNET CONNECTIVITY FROM YOUR COMPANY.

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10:28 am EDT
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Assurance Wireless Customer care service, process

You have one of the worse customer care employees I called in 3 times my last call I even had a Tmobile Rep on the call and it was poor service.. The process of filing a claim is also horrible your Reps should be able to assist on any question about locations even if we have an appointment already. Tmobile didnt update my new address which is almost a year ago so I took an appointment with the closes location to my old address so I wanted to see if you had anything closes to my new address and thry couldnt assist me. So I am totally disappointed dissatisfied and will be looking elsewhere for my other products.. YOUR COMPANY PROVIDES HORRIBLE SERVICE...

Desired outcome: Training and updating the system on how they can provide better services to the customers

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10:46 am EDT
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Assurance Wireless bring your own phone

Why not bring your phone? I have an unlock iPhone XR that can't not be activate on your network. Why? Assurance Wireless sale it for $299. Is it because I do not buy form them? I'm looking into Q-Link which promote bring you own phones. I may be changing company in the near future.

PS-A good thing for Assurance Wireless, they do not have to warranty any bring your own phones.

Desired outcome: I like to have my iPhone XR activate on your network.

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1:12 pm EDT
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Assurance Wireless Cell phone schok brand

Yes,! I am complaining about the phone they have sent to me the first phone had problem with it not keeping charge a 100%charge would be gone in five hours and the volume button I have too turn it all the way up to the max level in order to hear it even when it is half the level you can not even hear it and so the phone has gotten where it doesn't want to charge at all.

Desired outcome: And so I am using my second replacement phone and still having the same problem and in order to get another replacement phone they said I had to pay a $20.00 shipping fee in order to get another phone .

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Update by Toni Croft
Oct 14, 2023 1:15 pm EDT

And I should not have to pay $20.00 shipping fee In order to get another phone at all it's not my fault that y'all keep sending me the same old grapy phone instead of their good one ...

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12:29 pm EDT
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Assurance Wireless Free phone for unlimited plan

October 14th at 11 am I was hung up by a supervisor when I was trying to get my dad who is on disability, foods stamps, and medicaid the free phone that comes with the unlimited plan he just started receiving. He tried telling me that my dad's phone is still under warranty and can receive a new phone but that he has to pay $20 shipping fee. That is the biggest lie I have ever heard. I used to have assurance wireless and was never asked for a shipping fee and never had a problem getting a new phone for my service.

Desired outcome: My dad gets the free phone like it states on the website.

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12:05 pm EDT
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Assurance Wireless - They scammed me out of my money

assurance wireless told me on sept.1 2023 i used up all my data for the first time in over a year i have been with them i get a 1000 mins. free a month and 4656.95Mbyte of data a month. i was told it was 10.00 dollars a year for add ons for my data and i would never run out of it again so i did it now im out of data again they are saying that money i have...

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6:54 am EDT
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Assurance Wireless Lifeline services

Attention, in reference to your correspondence the previous information you received is forwarded for criminal investigation and prosecution. Enclosed is an ID number for your representative Cherrie 163320, who specifically approved restoration of my account, a new phone and money stolen from services effective immediately. Stand by for more information Please regard information below pending legal process (fcc-[protected]/000891

Desired outcome: Criminal charges filed regardless of restoration

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Update by Vanessa Peterson
Oct 11, 2023 5:05 am EDT

Rep id 163320 conversation review requested demanding all restorations and refunds. Charges in progress beginning with the information below.Stand by.

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4:45 pm EDT
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Assurance Wireless - I am complaining about my free phone (347_2397857

I was a customer for Assurance Wireless phone I have a free phone but I requested my phone to be changed because I have many calls from people that I did not know. I went to the wireless representative who was working in the streets. One of the phone representatives gave me a phone full of private information such as Social Security State Aid, pictures, and...

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2:58 pm EDT
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Assurance Wireless Pay as you go plan adding assurance wireless Top Up

I'm on a pay-as-you-go plan that takes 10 cents a minute and charged 10 cents for texting on October 4th I added $50 to my account I am being charged 10 cents for incoming calls that I don't answer I call assurance wireless on the 5th of complaining about money is being deducted from my account when I'm not answering my phone or texting I have talked to several Representatives and nothing has been done

Desired outcome: 819 N Lawndale Ave, Chicago, IL [protected], USA

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6:44 pm EDT
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Assurance Wireless - Customer service

On October 3, 2023, I called assurance wireless at 6pm, to try to speak to a supervisor. The lady I was speaking with, then put a lady named Jana on the phone. Jana did not want to help me, she just told me to go online. I called back, at 612pm, and asked a lady named Carol if I could have the complaint department phone number. She hung up on me, and I wa...

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8:13 am EDT
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Assurance Wireless Phone quality

I am on my fourth schock in one year. The worst piece of crap I have ever seen. Underpowered, prone to fatal malfunction at the worst times. I know the staff at assurance like family. They insist upon giving me more of this crap every time. I think that they get a kick out of sending out this [censored] and see how long before the customer is without phone service for another three weeks. Never consider that there's a model wide issue and ship more of this crap to people who made the mistake of using assurance.

Desired outcome: Do what real companies do, recognize the trend and dump the model... [censored]s

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10:02 pm EDT
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Assurance Wireless - Shock cell phone

MY EMAIL TO THEM: THIS IS IN REFERENCE TO ASSURANCE WIRELESS. MY EMAIL TO THEM IS AS FOLLOWS: To whom it may concern: I received a shock cell phone, telephone # [protected]. The phone didn't even last a month. I called to report it and was told that I was still under warranty and that it would be replaced with me paying shipping. After thinking about...

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3:46 pm EDT
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Assurance Wireless - Government lifeline phone warranty

I have been with assurance wireless this time since March of this year and ever since I got this handset the speaker has been crackly the phone freezes and has to be reset I've done factory resets I've done everything except take the battery out because I can't take the battery out it's screwed in and I called them today 9/27/2023, and they said that they...

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11:07 am EDT
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Assurance Wireless I need a replacement phone

I need a replacement phone and assurance wireless wants a delivery fee of $22. I cannot afford that and have been trying to talk to a supervisor about this situation and I was told pay the delivery fee or no phone will be sent to replace a broken phone service that is not my fault

Phone stopped working and called assurance wireless for a replacement phone and they said I have to pay a delivery fee o cannot afford

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Bex Btts
Bex Btts
South Salt Lake, US
Sep 27, 2023 3:52 pm EDT

I just got off the phone with them and got the same answer you did!

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5:49 pm EDT
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Assurance Wireless Cell phone assurance wireless

I received my phone from assurance wireless, it got so hot it almost started a fire and turned the clothes it was laying on brown and scorched. Called, had to pay 20.00 for shipping a new phone plus 10.00 so they wouldn't kick me off the program. Waited, no phone called them, they said it was delivered, and if i couldn't find it, it was pretty much my problem and that i might try calling fed x, but it wasn't there problem. So I called fed x they said it was delivered and left along my driveway. I have a half mile dirt driveway. Called assurance back..on hold for forty five minutes then hung up on. Called back again, and got a dozen excuses why they couldn't send another. I found this to be a big rip off and if they are part of T mobile then I wouldn't encourage anyone to use T mobile.

Desired outcome: They need to deliver a phone that isn't going to burn my house down and do it with the twenty dollars I paid to have my phone delivered to ME, not "somewhere along my driveway."

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10:55 pm EDT
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Assurance Wireless Cell service

I have lifeline. It's a hassle when assurance wireless phone won't make or receive calls. I've called customer service but get nowhere. I couldn't talk to any representative. I've no other phone to call them. I guess I'll have to send a letter. It's an ongoing problem. I'm sick of not getting any help. Assurance should have a chat line or email address.

Desired outcome: I'll be looking for new company.

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9:34 pm EDT
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Assurance Wireless - Cannot use lifeline service... Tried four phones so far

I was able to get lifeline service and after 3 days the phone stopped powering on so I threw it away and called Assurance Wireless. They said I would have to pay $20 to ship another phone out to me! Now mind you, the entire reason I got this phone was because it was FREE. Not a bit of help from this company to be able to use my service..which oddly enough...

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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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