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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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S
6:52 pm EDT

Assurance Wireless Assurance wireless

Application process is a joke

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C
7:49 am EDT

Assurance Wireless Phone given to me for use

I am a lifeline subscriber and applied to assistance wireless as during covid I developed stage 4 metastatic cancer. Received a phone in December of 2021, couldn't make or receive calls without voice cutting out for long periods. Called and sent text to them nothing was,done. I was too sick to carry on complaint. However last week I had just about enough as i NEED the phone to speak with doctors, family and friends. I was told by a,customer care agent I would receive another phone as this was under warranty. This was on 5/13/2022. On 5/16/2022 I received an email saying problem was resolved. I called back immediately. The next customer support first lied and said they were working on cell towers here. Then after a long conversation she pulled up from her computer that the order was cancelled due to the first customer service agent not going through all the trouble shooting steps with me. So I haven't heard anything yet and probably wont. Yesterday the cloth covered speaker ribbon literally fell out of the phone it was so warped. This explains why i couldn't hear anyone and why it cut out. The second tech I spoke to on 5/16/22 said she was going to put a rush through her supervisor. These people need to be investigated. I read all of their complaints and there are other cancer patients with the same phone not working problem. My phone specifically was an android schok volt 55. It was a used phone when I got it. All the previous data was left on the phone from previous person. Whether the phone came from China or whatever, someone is ripping us off. I firmly feel they are phones previously given to the migrants and after they are given money they get new ones and turn the old ones in. How else would my speaker ribbon be so wroughted and worn. Please, please for the sake of ALL CANCER PATIENTS please investigate this, please

Desired outcome: A proper investigation into this matter regarding assurance wireless and receipt of a phone that works, preferably new, especially for lifeline service

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D
11:51 pm EDT

Assurance Wireless Wiki Mobile Phone

I couple of months ago I started having trouble with the phone I have from Assurance Wireless. It stopped connecting to WiFi even though I have other devices connected and checked the simple password I have many times. Because the phone is old and poorly made, I am also experiencing other significant issues. The phone does not hold a charge for very long, it has an extremely slow processor which makes doing anything tedious and time-consuming, it has little storage space, and the charging cord has begun to fray making it dangerous (there is no option to charge by USB, only electrical outlet). The worst part is when I call about the phone, every agent I speak to seems to be new and does not know how to troubleshoot. I was told I would receive a new phone within 10 days but when I called back I was told one was not sent. The agent I spoke to said she could not send me a new phone and eventually hung up on me. It has been VERY frustrating dealing with this company. The federal Universal Service Fund needs to investigate the company.

Desired outcome: Receive a new phone

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S
9:06 pm EDT

Assurance Wireless Fake Unlimited Plan Scam

Warning assurance wireless are frauds. They are a false advertisement claiming u limited plans when they only provide limited plans. I have them and just got off the phone again with the rudest customer service reps. They want to argue over free services. My advice go with any other company but this one.

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K
1:10 pm EDT

Assurance Wireless Charging port broke

My phone no longer charges because the C port is broken. This happened so quickly after having it for just a few months. The screen will also randomly black out while in use for no reason.

However, I can't complain because this phone was free to me after leaving a domestic violence situation and starting over in a long term recovery program with my kids. I was eligible to receive it for free because I was on state benefits. I would not have had a phone if it weren't for this company!

I can't find any information about if this particular phone is able to be charged with a wireless charger but I am assuming it's not?

Desired outcome: I am hoping to receive a new phone.

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A
10:54 am EDT

Assurance Wireless Bad service and phones given to the needy

Incompetent customer service! Cannot understand anyone. Government should have American people working! Phones are tracked by the Chinese. Keeps crashing and batteries don't last.

Waste a lot of time and minutes and no one can resolve the issues. T-Mobile does not service their phones but the foreign idiots that work at Assurance wireless tell you to go to a T-Mobile store anyway.

Worst service provider ever! Send complaints to government since they're wasting our money on these "free phones".

Desired outcome: Get proper customer service representatives and good working phones without Chinese tracking.

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B
8:57 am EDT

Assurance Wireless Schok sv55 sv55216

I'v call after 2 mouths with no phone cause the charger well ..is damasged this is my secound phone ...I need a phone I'm sick with cancer and have to be able for if something go's wroung ..HELP

Desired outcome: My Number the same a better phone or just a simio card ..

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3:27 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Assurance Wireless Assurance wireless providing a new phone for my boyfriend they refused

Assurance wireless is not helping my boyfriend with his payment for a new phone he very upset about it thats why I’m filling a complaint they a number to call they hang up on him I think is very rude

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7:15 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Assurance Wireless Lifeline motorola pure phone and service

I signed up with Assurance Jan 26. I never received a phone until April. Was pro. ised a Motorola Pure and got a smaller off brand phone that stopped working after 5 days. Called to report no functioning phone and an order was supposed to have been placed April 12. Apparently the order was never processed. On May 9, I received a letter stating I must use my service every 30 days. Called in again finally spoke to a supervisor, Mary Smith

associate#7875778 who said there had been no follow thru on the April 12 order and that she placed a new order giving me a new order number [protected]. She said call on Wed. And I would be provided fed x tracking number and confirm motorola pure being shipped. When I called Wednesday I had to go thru the entire speel all over, they had notracking number and supposedly escalated to management back office. I was assured I would get the tracking number by email yet that evening. I didn’t. Called several times on Thursday and was put on hold everytime and after a long wait I was cut off. I had been in this process for more than 3 hours. I even talked to a named Eugene who put me on hold and after 20 min disconnected. He had the number I called from and didn’t call back. I tried again at 650pm was on hold for a live person 10 minutes. Shawn answered and sounded lime he was going to actually take care of this ask me to hold so he could escalate and talk to supervisor. Asked him to call back incase of a disconnect and gave him My number… I was disconnected. Since Jan 26 I’ve basically had service 5 days. I was lied to from the start and for whatever reason these folks do not seem to care what happens and nothing is taken care of.

Its Friday May 13. Today was supposed to be the latest date for replacement phone to arrive. It didn't and after talking to Roy, a supervisor said he just ordered phone and promises delivery by Monday or Tuesday. I'll believe it when I see it!

Desired outcome: Promised Motorola pure phone overnighted and credit to account for service not received.

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L
7:54 pm EDT

Assurance Wireless replacement phone

On April 28th I contacted customer service at Assurance Wireless to let them know that the SD card on my phone was not working. They informed me that I would be getting a better Motorola phone within 5-7 days, and that I would get a conformation email confirming my order. I did not receive that phone or the email. I have called customer service several times. Each time they assured me that I would receive an email, but I never got the email they said that the email would take 24 hours. Today I was informed that my order was never processed and that I would need to go and purchase my own SD card. This only came to light after I asked the girl on the phone not to lie to me and to let me know one way or another if I was getting a replacement phone. They lied each time that I called them. I have been a customer of Assurance Wireless since 2018, I have never experienced someone lying to me before. It seems that there has been a shift in this company's integrity. I am very disappointed. I have always given excellent surveys at the end of the phone call. Not today, today I am writing this review instead

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R
R
Rippedoff-2
Dowagiac, US
May 13, 2022 7:16 pm EDT
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Appears they are doing this to many. They had a 2million law suit in 2020 for this

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R
9:34 am EDT

Assurance Wireless Cellphone and customer service

I cannot understand any of your customer service reps. I have called four times to get my phone replaced. The one I have has water damage. I was told I was eligible for a new phone on 4/20/22. Called back and was told I had to trouble shoot. I explained I could not open the phone because of bad hands. Called back and was told a new phone was on the way, conf #[protected]. Called back 5/6/22, was told shipment cancelled because phone was out of warranty. Called today (5/8/22) to buy a new phone. They would not take payment over the phone. Cannot use the cell and cannot find correct website. I'm 75. Help!

Desired outcome: a new phone

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M
2:32 pm EDT

Assurance Wireless suspension of my account

I lost my phone back in February. So technically the account is still open. I'm no longer a customer. And requested in March for. The account to be suspended. Someone I know stoled my identity. Currently has reestablished service under my information. I've already explained the ID theft situation. So technically there should be. No active account whatsoever I'm not. Exactly sure what steps to take. But Assurance wireless hasn't proved. To be helpful at all. All the reps care about. Is keeping the service active. I'd like for this account. To be closed out indefinitely. Or I'll take legal action.

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R
Rippedoff-2
Dowagiac, US
May 26, 2022 3:08 pm EDT
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File a complaint with the FCC. I did. What they are doing is considered fraud and waste. You can file online it only takes a couple minutes and the fcc demands a written response. They can be sanctioned and fined and that would be well deserving. Honestly the federal governme t needs to do a silent shopper thing with every one of the life line companies I contacted. They are a hard to get a straight answer from and are paid by tax dollars.. share this info with all having issues hopefully something will then get done and we won't have such unnecessary stress over their rip off scams. file asap with the Fcc.org

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T
12:17 pm EDT

Assurance Wireless My wifi benefits from xfinity

Assurance wireless without my consent took my acp discount from my wifi. So far i have lost $130.00. You took my discount from xfinity without my consent illegally. Have made several phone calls to the national verifyer and they told me you can't take mt acp discount without my consent. I don't know why the message says my complaint isn.t long enough to get any attention. you stole money from me in Jan,Feb,Mar. and april 2022. if no response in 3 days i will file complaint with FCC. Is that long enough for you.

Desired outcome: YOU NEED TO REFUND MY $130.00 ASAP AND LEAVE MY ACP ALONE.

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R
Rippedoff-2
Dowagiac, US
May 26, 2022 3:09 pm EDT
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Fike complaint with fcc.org

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6:02 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Assurance Wireless customer service

May 3rd 2022-5:50 PM

I tried to get an issue resolved with my cell phone/ The representatives were incredibly stupid-I'm tired of talking to "India"-Stop outsourcing to there

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2:38 pm EDT

Assurance Wireless Horrible Service, Horrible Customer Service.

I chose Assurance Wireless over the plethora of other providers for the LifeLine service. Even though I own an iPhone that's a couple years old that doesn't have service, they required a phone be sent to me (rather than a sim card to install in my iPhone--several other providers offer a sim to use in compatible iPhones).

The phone they sent--that I had to wait nearly 2 months for--is absolutely horrible. The battery will go from 100% to dead in 24 hours WITHOUT USING THE PHONE AT ALL. Just setting on the desk it will do this. Nobody can hear me when I use the phone, whether on speaker or not. It takes several minutes for the phone to do anything after you click on an icon or button. This phone seriously is worse than 40-year-old technology. Because the phone is absolutely unusable, I attempted to contact them to ask again about the possibility of getting a sim card to use in my own phone. I was hung up on 3 times before I was even able to say hello. I finally got through to someone that explained I can't change phones, and can't purchase a better phone through them (even though the menu tree when you call has menus for transferring your number to a new phone, and for purchasing phones). I was fed up, so decided to cancel my account. After calling and being hung up on another 2 times (again, before I was even able to say a single word), I got through and was told a request to cancel was put through and it would be completed in 24-48hrs.

Fast forward a full week. I received an email saying "The issue with your account has been fixed." I'm sorry--what? So I tried my phone and it still had service. I had to call again, and be hung up on 3 more times before I got another live person making the same promises of cancelation. I cannot move my LifeLine service to a different provider until they cancel my account, and even though they say they are, they won't cancel my account!

Time to escalate to the FCC.

Desired outcome: I want my account canceled, and for your staff to stop hanging up on customers 80% of the time.

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J
2:20 am EDT

Assurance Wireless Product and service

One month ago I received the phone from one of the street vendors that was damaged the display wouldn't work the screen I couldn't make phone calls or text I'm still waiting for my replacement phone it would take 21 days then I was told 14 then 7 when I was also told I had a choice of a Motorola or a Samsung I chose the Motorola I called them today they told me there was no request for me for replacement phone and that I don't have a choice of the phone I have to take what they give me this is unacceptable another thing unacceptable is how I was treated I was told I didn't understand because I was American I am an American living in America how is that a problem this company is a joke and should be allowed to do business in America is so hire people that speak and understand English

Desired outcome: I want a phone a working phone preferably the Motorola like I said I could have and better customer service and if their going to do business in America at least get people that speak English and understand English .

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L
9:16 pm EDT

Assurance Wireless Schok volt 55 and horrible customer service

I was provided a phone that drops calls or won't make calls. Cannot hear the caller. Then i went through hours of trying to correct the problem with supervisors who were arrogant and dismissive of the problem. Went through troubleshooting numerous times and they failed to correct the problem. I asked to speak with someone above the supervisor and was advised there is no accountability above the supervisor with whom i spoke. I now will go through the fcc utilities board with my concerns. The last solution i was given was to replace my non functioning phone with the same model and for a charge of 45 dollars. This is ridiculous. I am shocked by the complete lack of service or concern. I have cancer and need a functioning phone should i need and ambulance. I wrote this in all caps but was forced to convert to lower case. I am furious

Desired outcome: I NEED A FUNCTIONING PHONE AND DO NOT FEEL I SHOULD HAVE TO PAY FOR A REPLACEMENT ESPECIALLY WHEN I SEE SO MANY COMPLAINTS ABOUT THE PHONE I WAS PROVIDED. I ALSO DESERVE TO KNOW HOW TO RESOLVE AN ISSUE WHEN NO SUPERVISOR HELPS

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A
8:50 pm EDT

Assurance Wireless Disrespectful representative

Hi my name is Andrew Silva I was on a recently on a phone call with one of your representatives named Christine she highly was very disrespectful at about 5:12 p.m. on April 29th call me back [protected]

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12:17 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Assurance Wireless Horrible customer service

If you can get a working phone from them and don't have to deal with customer service they are ok. For years my Kyocera stick phone worked and all was well. Since it died I've been through hell trying to get a working cell phone. Being put on hold with them really sucks! You get these blaring announcements telling you how to take care of stuff on the website. Why not just say don't bother calling? Then they tell you how long until your turn. As you wait on bated breath to talk to a person, you realize it's a dead line. No one ever answered. If you're lucky it will then flip to a satisfaction survey. That really burns! Then when you get someone, they have a thick Indian accent and you can't understand them. I have been lied to, disconnected repeatedly and was sent a phone that never did work. Unfortunately I lost the one they finally sent that seemed to work, but not very well. Tried since 4/1/22 to get a replacement. First girl wanted to charge me $65, another tried for $45. They advertise 1free replacements phone within a 12 month period I thought. But whoever I spoke 2 said I was not covered because I lost it after the 12 month warranty. So i should have lost it sooner? I had reads they were sending everyone new phones that were compatible with T-mobile so I asked why aren't getting a free one too? No answers. Just changed subject. After 2 hours last time I quit. Waiting on my account and phone from another company.

Desired outcome: Too late, they lost me.

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10:35 am EDT

Assurance Wireless I don't have a working phone.

I've been waiting 2 years to get a working government phone. I was promised by the company over and over again that I will be reviving a Motorola pure G or a Samsung S10 headset. they send me and old received phone with no name on it who know what it is it doesn't work. They also told me I have to make a phone or text with in the month. I told them HOW? my phone doesn't work.

Desired outcome: I would like a working phone.

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R
Rippedoff-2
Dowagiac, US
May 26, 2022 3:13 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Same here as for the promise if motorola or Samsung they are lies and I'm sick if their bs. I filed a complaint and fcc.gives them 30 days to respond. They also do investigations when warranted and I believe assurance needs investigate about their fraud and waste of tax dollars. They are a part of Tmobil who they sued and had tonpay 20million in 2020 for this same thing. Apparently its worth the risk to continue doing? File with fcc.org

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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