Assurance Wireless
reviews and complaints

I've been without phone service since Monday Aug. 8, 2023. I've made multiple calls to Assurance Wireless customer service, spent many hours talking to various reps & supervisors, been disconnected several times and they never call back even though they always assure me they will resolve my issue & call back if the call gets disconnected. I was told by one supervisor that this sudden loss of service affected over 50,000 of their customers. They are blaming the government program for the problem. They could reinstate service until it gets resolved, but no, the solution they're now giving me is to reapply & wait for another phone to arrive - which could take weeks. In the meantime, if you want to use their service you will have to put money on your account & pay 10 cents per min & text msg. Yes, you heard that right, you need to pay for your free service until some time in the distant future they figure out a resolution. My ACP is active (showing qualified on gov site) & my phone physically works (that's how I called cust serv), so how would reapplying to Assurance & getting a new phone fix the issue? They gave me bad information in July when I called after receiving a letter about loosing my service at beginning of Aug. I was assured multiply times by rep & supervisor that I had nothing to worry about, nothing to take care of. I was told by supervisor that the system had been hacked, sending these letters out to thousands of customers. Surprised everyone when service ended this Monday for all these customers. They got flooded with calls, so you have to wait on hold forever, deal with random disconnects, call back multiple times and still you're without any service. I see a class action lawsuit in their future.

My elderly low income Mother has been with assurance wireless for years. This past year 2022 it seems they have outsourced thier customer service and we have run into so many problems. She has now been without a phone for 6 months because every time I call to get her a replacement I get a different story about how they will send it and then she doesn’t receive it and then they say oh there was a problem with the address ect. They have a list of endless excuses and charged her for a replacement which they have never done in the past and then never sent it.

This month was the kicker when they said her service has been cancelled! They said she needed to reapply with lifeline so I called the California lifeline and they said she is still receiving benefits. So they lied and cancelled her account. Now I have to re apply with assurance wireless and try to regain her old phone number as it is tied to her gmail account. She has been unable to verify her gmail account since her phone broke and has not been able to be replaced. I am currently on hold with the company and have been for over an hour. I suppose they are hoping I will just hang up? I don’t know what other service California lifeline uses but I am definitely going to find out. This is ridiculous.

I I am an existing customer for over a year. I was taken off the ACP program for no reason it was not time for me to recertify and I used my phone daily. I have reapplied and reapplied and called and reapplied and called been approved by the national verifier and lifeline I have spoke to over I've called like 30 times with no result I keep getting the same Filipino girl that keeps lying to me turn your phone off for an hour and it'll be on there it will be on there next week lies I have called over 30 times and got lies. I have lost employment due to this. Please resolve this issue. Susan Davis Connally.

[protected]

The charging connection from cell device just start braking and it won't turn on anymore, I called assurance sunday and spoke to agent asked to pay $20 its fine with protest promised sometimes monday - tuesday came no cell phone I called in found out it wasn't processed for shipping again promised wednesday for next day thursday came no cell I called again today which is thurs and promise this friday between well before 1pm

Every human who rely on cell phone should feel how important cell phone - I am losing money for not having cell each day assurance lack of quality service to see if the or should have quality control cheking on calls received to see what shouild done fast to remedy the difficulties like my case no one saw the pending not processed sitting there if I didn't called back no one will see -

I didn't mind the $20 dollars first but now I wanted to reimburse I demand to be not pay for the shipping but none of that being given

No fault of call cdemter personnel

I am a domestic violence victim and gravely need access to a working phone at all times inn order to dual 911 if my abuser locates me. On Aug 7 2023 Assurance Wireless deactivated my entire account and deleted me from their system. Leaving absolutely no way to reconnect my services. I spent 7 hours on the line trying to resolve this issue only to be lied to about why it happened. Numerous agents hung up on me because they had no answers as to why my service was off. I was told 4 different reasons none off which were correct. I spoke with Lifeline National verifier 3 times all of which confirmed my account was approved and indeed active. This company completely dismissed the fact that their mistake could have cost me my life. I feel very violated and hope to see this company lose their contract with Lifeline as a provider. They do not care about their customers at all.

Between June 26th and July 25th, I spoke to Assurance Wireless 29 times. On June 26th my initial reason for calling was to ask them to help me correct some problems with my current phone. They tried but insisted that I needed to be on a different phone number for them to be able to really help. But they did try resetting the phone and that didn't work. On my third call on June 26th, I ordered a replacement phone which they charged me $32.63. Once I received the new replacement phone, I called them to help me set it up, and they assisted again that I had to be on a different phone for them to help. On or around July 5th I had to go to MetroPCS at a cost of about 110.00 to get a new phone number in order to call Assurance Wireless back to help me with the old phone number. Since then, it's been nothing but very poor customer service. They keep insisting the new replacement phone is activated but I cannot make or receive calls on it, I get T-Mobile regardless of the phone number I dial. They sent a new sim card, but that didn't work. There have been many confirmation numbers given and many ticket numbers given, many promises that they would call back and two times they promised they were going to send a replacement phone for the replacement phone as of this date August 8th I have not heard a single word from Assurance Wireless except to say that they will turn off my service if I don't return the old phone. The old phone still receives calls and I can still make calls which I still cannot do on I cannot do on the new replacement phone.

This phone was cracked when I got it. It does nothing but freeze buttons will not work will the letters or nothing works into I have to take the battery out and it does it every day at least six times a day or more probably and I would like a replacement phone when that has an actual brand name would be nice thank you april seymour

I want a new phone and a better one than the piece of crap no brand name phone that does nothing fu freeze's and not to mention it was broke the screen is cracked so there for I want a new one that isn't cracked and dont freeze all the damn time.

My name is Lanita Gillespie. I am enrolled under the ACP program and my carrier is assurance wireless. On July 27, 2023, I contacted assurance wireless requesting a replacement phone, because I dropped my phone at work. After officially being enrolled in the ACP program, I received a letter dated May 24, 2023, stating I would be receiving a free phone within 10 days of the letter. The phone never arrived. I contacted assurance wireless and I was told to hold on to the letter and should I need a replacement phone, the letter serves for that purpose. After speaking with a representative on July 27, I was told, there were no replacement phones available at the moment but the order has been submitted and the phone will be shipped when one is available and I was offered an alternative while waiting, and that was to purchase a phone at 29.99 that would arrive in 5 days. I contacted assurance on Aug 2 for an update on my phone I purchased, I was told the phone has arrived, the replacement free phone they said was out of stock, 9.99 was an over payment and the 20.00 covered processing fees and shipping and handling. There was no record of a separate phone being purchased. I demanded a full refund, which they do not want to return, because I mislead deceived and lied to by the representative. I received a text message stating they're going to suspend my service if I don't return the phone, the replacement phone that I received and the order was placed. If my service is suspended, I will be submitting a complaint to the government to look into the deceptive actions that recently occurred by a representative from assurance wireless.

On 8/2/23 I was solicited by sidewalk employees of assurance wireless, stating that if I qualify, I can receive a free phone for life, or pay $200 and get a T-Mobile phone, or pay $100 and get an unknown android phone.

After one and a half hours, the employees told me that they were still waiting for me to be verified. (I am in compliance with all rules and regulations to be eligible by the way. ) The employees then told me to apply online because I wasn’t verified. I told both women I would do that and to forget about it. Today, I approached another sidewalk free service to apply for Internet service for the elderly and a free laptop. I found out that assurance wireless had fraudulently entered my name next to an order number. This order number is fake. I never received anything from assurance wireless..

This criminal act prevented me from applying for and getting free Internet for the elderly. This fraudulent order number was entered by the employee on the sidewalk yesterday. It effectively blocked me. This is an active fraud. It is elderly abuse, and, I have the names or aliases of the people who tried to sell me these phones and signed me up, I have been unable to get satisfaction in expunging my personal data from this cutthroat company called ASSURANCE”.

This has to be the absolute worst phone in existence and is nothing more than a piece of plastic that makes noise. Worthless, pointless and annoying. Assurance Wireless, you'd do good to BAN this phone from anything to do with your company name. Judging by the comments, not only do the majority agree that they're a huge POS but they also are dangerous due to the exploding batteries. It's a shame that they send this type of device to people who need it knowing that it's not going to work very long, if at all... Oh yeah, and that it might blow up on your face. Smh

I had been asking for what type of phone they would send me and they would not tell me. I didn't know until the phone arrived. I paid $10 for overnight shipping. My phone did not arrive for 5 days. I called Assurance Wireless and they offered me a $30 refund as a result. They stated that it would take 5-7 business days and provided me a confirmation number. It has been at least 2 weeks and no refund. I called back and the associate hung up on me the moment I mentioned the word refund. I called back again and was told it has already been processed on their end and that I needed to check with my bank. I called my bank and they had no record of a refund. I called Assurance back and they stated that they could not send me a refund because it was an issue of Fed-Ex's end and the $30 had already been applied to my shipping and delivery. Every time I ask for a manager, there is always an excuse as to why I cannot speak to one. I stated to them that I wanted to return the phone and cancel my service. I received dead air. They are a fraud and a scam and ought to be shut down immediately!

I had a moxee phone from assure wireless I would never hold a charge it only lasted 3 hours the phone gets extremely hot. you had to put your charging cord a certain way or take hours to charge back up I called for a replacement phone payed $22 to upgrade my phone wht a joke. The screen is so small definitely not a upgrade I thought moxee was the bottom of the list but this takes the cake

Assurance deleted my account claiming my lifeline expired. I never got any notices to renew, the reason I didn't get any was it didn't expire, they just claimed it did. I confirmed this with the lifeline program. My lifeline expires in march 2024 not in july. 2023 They told me I had to take a new phone which was junk and a new phone number. I was able to get them to give me back my old number then they told me they couldn't switch my phone back to my good samsung but I found a way to do it online myself. They also stole my ACP program from my internet company a term called slamming I believe. They never corrected my phone number with the people at lifeline so lifeline thinks I have a different number. The customer service is the worst I've ever seen. I'm am elderly with bad eyesight I can't use a small device to do my business on the internet Do not use this company!

I received a phone and it would not charge, the charger was out or the phone. I called them and they said I need to pay for shipping and handling to get a new one. Its polity they said and that they would not bend. All I know is if you buy something that doesn't work you return it with a cost and get a replacement. Not with this company, Wish I had seen the rating before going with them.

I have spoken to many assurance wireless representatives about phone. I was given a replacement phone which was a different brand.

I called to inform them that the phone is horrible and was told it was under warranty and I would be getting a new one within 3-5days. Called back after 5 days and representative said they didn't ship it now they want $20!

Device never worked for getting or receiving calls in my home.

Needed for dr check ins, remote medical appoint.

Text worked.

Eventually device just died. Good working battery.

32 min call with rep ‘Eva’ who, knowing I was sick w weak voice, and chemo proceeded to tell me her depression w a boyfriend. Ok. Odd, and took all my energy, yet ok. Reassures me phone replacement on way, fed ex, will receive email w tracking. Asking plz plz answer surgery positively. Done. Friday.

I have suspicion, call Monday for tracking… SHE NEVER PLACED THE ORDER.

New rep says:

Must pay $30 for a replacement of same type, that most likely won’t work, or..

Pay for a premium reburbished via Q.

Q, on hold 27 min, then offered ‘ will call you back’

Third day, still no call back.

There are no locations to go to (if you are physically able)

Had to make three subsequent calls, staff script now includes ‘ friendly ‘ questions, where you live, plans for day, etc…. So even telling them, ‘ in a hurry, dr appoint” they still ask.

My name is Guadalupe Jaime Rocha I had free government phone service with assurance wireless then I change carrier. July1 started to go back with assurancewireless.com at that time I got a email saying I'm approved then I get a second email saying my application is uncompleted. When I applied to another company they told me I can't be sigh up with two carriers, so I called assurancewireless.com they told me they close the account but when I tried to reapply the site said I was already I customer, then 8 received a phone that does not work saying no network available please fix problems so I can have a phone thank you

On June 2, 2023 my assurance wireless phone stopped working. I contacted the assurance wireless company and explained the situation. June 3 2023 I sent the broken phone back and contacted the assurance wireless company and gave them the tracking number. I then received a new phone but for some unknown reason the assurance company could not get the replacement phone to work. They then told me they were sending another replacement phone and gave me the tracking number for it and told me I should receive it between 7/10 or 7/11/2023. Upon not receiving the phone or being able to track the replacement phone I contacted assurance again and explained I have not received the phone and the tracking number is not finding it. They asked for the tracking number and then told me they see it and I should have it on Monday 7/17/2023 again I never receive the phone. I also received an email on 7/21/2023 explaining the problem was resolved. I contacted assurance wireless once again on 7/24/2023 and asked to speak to a supervisor. I was then told by the supervisor I have to pay $20.00 for the new replacement phone to be shipped because the return of the 1st phone was not entered into their computers by 7/3/2023. I asked how it was possible when I have contacted them on 6/3/2023 with the tracking number and multiple times since that date and why should I have to pay when it was them who didn't do their part. All I was told was, I'm sorry but because they did not enter the information by 7/3/2023 you must pay the $20.00. This company is the worst I have ever had the displeasure of having to with. I have been lied to repeatedly and then told to pay for their own inability to do their jobs right.

I have a Schok Wireless phone, sent to me by Assurance Wireless, first time it was a problem with a mic and the speaker. couldn't hear other person and they couldn't me to so I had a hard time with the lousy costumer service they providing they are trying to be charging you either for the phone or $20 shipping fees which should be their problem. and when you trying to explain to those people same as you talking to the walls so bottom line from the beginning, I joined assurance till now they keep sending me defected phone. When I asked for supervisor or to speak to someone in the main office they won't give you any information.

so, I still using a non-working phone and like a solution.

I ordered a state phone no charges. For emergencies. Ist phone had to talk to someone from China. Nothing against Chinese. But could not understand a word out of her mouth. She was unable to activate the phone but did her hardest to get me to switch to T Mobile. Send second phone same thing. You cannot activate without being transferred to a person selling T mobile. If I wanted T mobile I would of gotten it myself. I was sent a return label to return first phone. Not sure what to do with the second phone. I am 64 what would a much older person do. Be conned into t mobile. If state phone why can you not just active.