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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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K
12:24 pm EDT

Assurance Wireless Replacement phone

I have been attempting to order a replacement phone for my defective phone. I have called over and over since 4/13/22 and received a run around. As each of the eight different service agents said they would process my replacement phone and it would be sent out. They have given me fake tracking numbers, and fake confirmation numbers. Please help me with receiving a new phone. My number is [protected]. Kevin Bradon,19 Hamilton Terrace 1G NY, NY 10031. I have been using Assurance since the program started. The is the first time I have had this problem. Thank You.

Desired outcome: I receive a replacement phone.

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S
2:10 pm EDT

Assurance Wireless Free basic / then unlimited covid / then back to basic / support / back to unlimited

i have had my free Gov. assistance phone since Pres. Bush (not Obuma) and it was just one gig of internet data. witch was fine at the time i had a laptop and internet in the home. my ph got old and not working properly so i called and they sent me my first ever smart ph. what pos. yada yada. three ph. later covid-19 relief program was started and i started receiving unlimited everything. "GRAET"

i never ask or was informed that i had it just noticed on my account page one day.

That program apparently ended and now i'm on a plan 4.5 gig of data 1000 min. of calling and unlimited text. The Gov. apparently started a new program for unlimited everything again. Also, the ph. i have is broken and will not charge. i bought a universal ion-lithium charger. my battery is to big for it but i tweaked so it would charge. I have to remove the battery to do so. and my new ph. is in the mail. Supposedly going to be in next Thursday. We'll see. Now back to the unlimited plan deal. I have never been told so many conflicting things from any customer service ppl. from any company. Just got of the ph. again and guy told me i had to apply one line. Was told it was going to start this month when my new month started. Been told that twice, two month in a row. I`m at the library now and tried to applied NO GO it say i'm already a customer. Just like it says when i called the number that several customer support ppl. told me to do. "you're already a customer and hangs up. Call back and tell them that and get disconnected over over and over again, time and time again...

So while I`m hear I figured i would complain. I have time, I`m now homeless in Greensboro NC. And now that i REALLY NEED A LIFE LINE i don`t.

In closing, to ppl. applied for me each month and today i'm told i have to do it in line. No one is competent enough to fix the problem or they just don't want to.IDK...

Desired outcome: I need a new ph... ( in the mail)And unlimited internet data.

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P
12:20 pm EDT

Assurance Wireless Assurance Wireless malware MCM client

Assurance wireless apparently resolved complaints from customers of a "mobile services" app installed on numerous phone providers by installing a MCM client which similiarly installs apps without permission although MCM client cannot be removed unlike the Mobile services app on other service providers phones. An interesting feature potentially installed by the app is a browser page that automatically loaded through the google app in which the user received text messages using the phone number of the user to send potential malware links based on webpages visited by the user typically occurring after visiting consumer pages eg. Amazon, bill pay sites etc. frequently sending banking information from random numbers soliciting responses only after using the android's browser for bil paying/ browsing etc.

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C
10:10 am EDT

Assurance Wireless Scam

Assurance Wireless is a scam and they are not even in America

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J
7:41 pm EDT

Assurance Wireless phones are scrap all you do is take money and send scrap phones

wiko umx phones are junk also 4 months 3 phone all china scrap no service was told i would get a Motorola moto g or samsung time to look for a new carrier

Desired outcome: moto or samsung so i have service

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K
3:10 pm EDT

Assurance Wireless Assurance Wireless

There are a group of guys who keep are selling Assurance wireless phones on the street. When reaching out to the Assurance wireless they informed me that its no payment for the phone. These guys are stealing from all these people and its not right. The phones and services are free. I called and spoke to rep Angel at [protected]. She informed me that everything is free and that no one should be paying anything for the phone. These guys are always stationed on Delancey st in NYC between Norfolk and Suffolk st. They should not be doing this to people. The government is trying to assist people in this area and then you have people like this stealing from people. Its sad. I hope Assurance Wireless is aware of this and puts it to a stop.

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G
1:13 am EDT

Assurance Wireless cellphone wireless company

Stay away from this company...The worst of all...Terrible experiance with them and never again. They need english speaking people to deal wityeh first of all.

Desired outcome: NONE

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R
4:15 pm EDT

Assurance Wireless Assurance vender phone

My husband looked for a phone in longbeach, Ca 3 months ago. My husband gave the vender phone to me (his wife) and I used it for 5 days. It took a [censored]. Since then assurance wireless has sent us a phone, AND a new "sim" card. Now the phone does not work! We called 4 operators 4 times. The last operator told me to turn off the phone OVER the Easter week-end AND she would call us back to let us know the phone is working! The phone does NOT work! The operator has NOT called.

Desired outcome: How about "someone " keep their word. How about I talk to the cooperate office. How about I talk to the founder.

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W
10:07 pm EDT

Assurance Wireless yalls service lifeline phone

tried to find out if yall received my fax they wanted $845 fee to tell me yes or no ridiculous

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T
6:20 pm EDT

Assurance Wireless Some employees using my name and info in long beach California

I been trying to get a free phone but employees tell me I don't qualify for a tablet or a free phone. Why is that and I have none on my person I would like my name cleared mr. Qui ncy hill dob ,8-6-77 last four 1184 of social

Desired outcome: Contact me @ [protected]

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B
7:46 pm EDT

Assurance Wireless Shock cell phone

I am not someone who complains about anything even if my food I've got was terrible I'll just keep it. And when I had received the phone and try to make phone calls it would cut me off throughout the call constantly. And now it says unlock for features and data so as I touch the screen it wont do anything. I tried to reboot but I couldn't click on the screen. So I held the side button down until it turned off and turned it back on and still it won't let me have any access beyond the lock screen.

Thanks in advance,

Tiffany Smith

Desired outcome: Would greatly appreciate a replacement phone so I can continue using my service. FYI I truly enjoy assurance wireless and want to get my phone up and running again.

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L
3:08 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Assurance Wireless Replacement phone issue

On March 10th approximately around 7pm I called and reported my phone lost due to being out at my family's funeral. I was quickly referred to a supervisor or supposed to be supervisor and she then gave me a confirmation number for a new phone waiving the $25 fee.. with in that time from that date i have called checking on the status of a phone i thought was in route and they said it was on its way

..the last person who i spoke with a week ago stated the phone would be here this Thursday... so today a whole different scenario happened all of a sudden the order for the phone was denied, no I owe 25 dollars and plus I waited a whole month to hear this and a whole month without a phone due to someone negligence.. it should of been common courtesy to the customer for the inconvenience to waiver the 25 dollars and send me a phone but they didn't... just a terrible experience today with them and still no resolution to getting a device or phone from them...

Desired outcome: I'd appreciate a free replacement phone of the behalf of this matter and level of frustration this is definitely the worst experience I've encountered with them ...

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D
4:01 am EDT

Assurance Wireless Assurance wireless phone

I did not revive my phone , y

Desired outcome: Please I need a phone badly and I've not received one , can u pleads help me

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D
2:38 pm EDT

Assurance Wireless T-mobile assurance cell phones

I waThat telephone s happy with Virgin/Sprint and was accepted for Assurance Low Income Phone and other than some minor hiccups had no complaints. Enter T-Mobile now handling all customer complaints from the Philippines and at first Sprint Assurance phone wouldn't work. So as I was told that Virgin / Sprint Assurance are no more we'll send you a replacement UMX phone with a t-mobile Sim card. From day one most calls did not come in and my hospitalized wife was worried that something happened to me so I called the T-mobile assurance tech line and first day was told turn off the phone remove the battery a minimum of 15 minutes and restart phone that worked for one day and tech line said again shut your phone off pull out the battery 15 minutes put battery back in and start your phone with power and volume up button and go to reset phone which will reformat your drive and remove everything. At this point again a call to tech line and was told we'll get a replacement phone the same as you have which was fine by me as my phone had a custom carry case and gorilla glass on it. Surprise got an e-mail saying wait for FedEx tracking number followed up the next day on backorder. At this point was told you should have a tracking number from FedEx which has never come. When I call in now have just been fed BS & Lies as suddenly all I heard was it's the USA Company's fault. My wife is hopefully about to be released from hospital and I took a fall and had a MRI and now waiting for Orthopedic Surgeon for my Surgery to rebuild right shoulder rotator cuff. Does anybody even care at T-mobile? I'm retired as an Automotive Engineer and worked for Jaguar Cars of America and Rolls-Royce & Bentley Motorcars as a Field Service Engineer and have never been so frustrated as I now am!

Desired outcome: I would hope that the replacement phone finally gets shipped so my wife can get ahold of me and due to this I'm worried about going in for surgery without a way to reassure her that I'm OK.

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R
Rippedoff-2
Dowagiac, US
May 13, 2022 7:25 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

File a complaint with the FCC. The more people who do the more likely action will take place. I read in 2020 Tmobile had to pay 2 Mil for charging the government for service that wasn't used also file with USAC.org

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D
9:59 am EDT

Assurance Wireless Customer service hanging up the phone and not resolving the issue not a put in my apartment number on my package

This is the second time my insurance wireless sent my package without my apartment number on it. I call at least 10 times they said they took care of it and they did not the supervisor never comes to the phone. They hang up on you. And they never resolve the issue.

Desired outcome: At apartment numbers to the package learn how to communicate with FedEx so that you can add the apartment number.

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P
6:30 pm EDT

Assurance Wireless Contact

Assurance wireless provides no customer service contact email address. My phone is lost as of 3/31/22. Without a phone I cannot call them, so the reasonable option would seem to be an alternate form of immediate contact, such as email. Thank you.

Desired outcome: An email address for me to contact Assurance Wireless.

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V
11:16 pm EDT

Assurance Wireless [protected]

30 March 2022 from 8 PM till 9:30 PM

Repeatedly have tried to make the very 1st Call with this Unit. Every Time, I have been referred over to T-Mobile & told I lack a T-Mobile Sim Card. Sometimes transferred over to a Recording, which hangs up on me, because I lack Intelligence necessary bring up the Key Board to reply by clicking on Numbers.

Desired outcome: Being able to make Telephone Calls. Resolving Issue with T-Mobile.

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B
3:26 am EDT

Assurance Wireless New phone

I ordered a new cellphone on 03/01/2023 from Assurance Wireless because the original cellphone was junk and wouldn't charge. I paid the 25.00 for the new phone on the first and I was told my order would be bumped up to expedited shipping. Well it is now the 27th of March and still no phone. The shipping /tracking number is invalid and I'm getting notifications that my number will be disconnected due to non usage when they should already know my phone is broken.

Desired outcome: Refund for my 25.00 for new cellphone and a new cellphone.

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K
K
Kimberly Ann Knight
, US
Mar 31, 2022 10:04 pm EDT

They are worthless. Go to Q-link they are the best. try and call assurance to get your account number and remember your pin if you want to keep the number. Qlink is by far the best. Yes, you will get Indian culture but they answer the phone lol

ComplaintsBoard
T
11:29 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Assurance Wireless phone service will not work because of defected sim card.

The system tray and sim card will not go in right and assurance will send me a new phone in 4-6 weeks! I need cell phone service now. They sent me this must make phone call in one month to keep my service active and will not give me any working device to make any calls. They are THE worst company to work with.

Desired outcome: a working cell phone in a week.

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K
12:07 am EDT

Assurance Wireless Defective devices

I've been dealing with Assurance wireless since the end of 2020. Since then I've been having problems with their devices malfunctioning. The first one was UMX. First problem none of the apps from the playstore were compatible and the one by one some of the buttons on the touch screen stopped working. It took months for them to send me a replacement. They sent me the Schock. During the first month the device would get hot while charging until one day it stopped charging period. I contacted them and the sent me a return envelope they stated that this time I would have to return the phone before they would send me a replacement. They received the device Wednesday, March 9, 2022. I contacted them to check the status of my replacement phone. I was told that the phone was on its way. After a week I called back to check the status. Then I was told that I was only allowed one free phone per year and that I my warrantee had run out and that I would have to pay $25 dollars for the replacement. I told them that I wasn't paying to replace a phone that was defected. I requested to speak to a supervisor but then they hung up on me. I called back again and then this person told me I will have to pay $65 to receive my replacement phone. I again requested to speak to a supervisor and was told that the supervisor was in a meeting and they will have the supervisor contact me when they get out of the meeting. I called six times on March 24th 2022 I was hung up on repeatedly when I told him that I was going to make a complaint against them if they didn't send out my replacement phone. The last person I spoke to told me that they didn't have any more phones to send me and to make a complaint if I wanted to and then hung up on me. I even asked about the bring your own phone and they told me that my phone wasn't compatible I would have to buy one of their phone so it seems like the only way to resolve my issue was to give them money for service that was supposed to be free for people like me

Desired outcome: I would like them to send me my replacement phone or return the one that I sent them so I can have it fixed

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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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