Assurance Wireless
reviews and complaints

I just received my assurance lifeline phone in the mail thank you. Now I call customer service to set up my phone an a rep by the name (Anna) basically forced me to give her four nines if I wanted to get my phone number switched from my old company to this she said that I needed to do the survey with her on the phone and I had to give her nines in order to get my old number from Qlink. I do not think it's right for representative to tell me to give her 4 nines to be exact before she can process the number change. This is very off-putting is this what I have to look forward to with this company I just left Qlink because of their horrible customer service and they are under investigation by the feds. They shut my phone off on March 28th and I was in queue since then that's why I switched to assurance. I don't feel so assured. I have to rethink my lifeline plan or company at least.

on 6/16/2021, I had complaint to an representive, About my minutes on the cellphone they sent me is also hacked;Causing the minutes/data to use up faster than ever, I explaint to her that i just pay $12. 00, on 6/11/2021 and out of minutes, and the cellphone continue cuting off during conversation with other party, And alot of interference strange sounds, Every month for the last four years i being paying top up on the free Government free cellphone, Because someone in Government has constandly have me and the free cellphones under surveillance, Inwhich several time the representive tells me that the problems i been having these Government cellphones, are under investigation, AND told her, the problems with these cellphones they been send me, Was suppose been investigated four years ago! I ask to speak to a supv. SO i could see the information that she see of data/minutes that i had suppose to use up so fast from 6/15/2021

phone not working

Roughly 2 weeks ago I sent a faulty phone back to you. On 5/29/2021 I spoke to a representative about the problem. The representative told me that my service would be restored in 24-48 hours. I told the representative I sent the phone back through a company called Mail and More in Coatesville, pa. Now on 6/02/2021 I spoke to a supervisor of assurance wireless that stated that they needed a tracking number. I called Mail and More and they lady there told the supervisor that it was sent out through FedEx ground. So now that it's been well over 24-48 hours I was originally told, just to be told today that it'll take 48-72 hours to be restored. This is ridiculous how I get the run around that nobody at assurance wireless can answer. Can you please fix this problem asap. If not, I'll complain higher up in the company. At this point, recommendations to others about assurance wireless, this company SUCKS!

They never gave me the service I asked for. Never delivered my sim card or actual phone. I want my all my information that they confiscated without my consent.

Yesterday, 5/26/2021 I was on the phone for 2 1/2hrs trying to get the Assurance (Anna) agent to help me. I called the National verification people and was told that my app was accepted, everything was good, so I called Assurance back (got the same person) & she wasn't nice at all the second time. Said I had to re-apply because she couldn't find my information. I told her that I had already applied 2 times so why a 3rd time. She got mad and hung up on me. It was around noon that all of this happened, but at 8:30 pm, Ireceived an email from Assurance saying, again that they needed more information. Now, I was approved and enrolled & I have an enrollment id #. I just spoke with National Vervier again & they said this should not be happening.

was on phone with them for 2 hours was told to walk around and find there guy on street in my town, so i could reapply for service, was told that phone was not used in 30 days it has been they said it was after it was shut off. then 15 mins later said it was because i never recertified, and it is not there job to tell when you had to recertify .and that they have no superviser that works with the company

Their newest trick is that if you put $20 in your account while you still have data, they take a dime making it $19.90 so then you can't buy your $20.00 data package when you go to purchase it. They constantly cut off service when I still have money in my account. You never know when they are going to do it from month to month. It's all a ploy to get you to give them an account where they can automatically top off your account, but give you no way to see when or why. They must make billions off of the data that they steal from paying customers. I would say avoid them and find a carrier that lets you see exactly what you are paying for. They prey on people down on their luck.

I have assurance wireless umx phone. It will not charge not turn on! This is the second umx phone! First one battery swelled up and got it replaced. Replacement phone now will not charge nor turn on! No red or green light! No it's not the charger nor outlet tried multiple of each. I'm a single father who is disabled, I have no way of contacting my child or assurance wireless to discuss problem.

It disconnects! It won't let me make or receive calls! I have tried to fix it by turnoff and back on. I do not what is you going on.

You sent me a text from 279 number about getting a replacement phone. Also, you sent me a letter about why i need a replace phone, because i am using an old phone. I spoke to a Brian on 03/06/2021 about 3:13-3:18 p.m. about a replacement phone, he took my information for this phone. He also wanted me to send $2.00 dollars for a gift card, i told him i don't have $2.00 dollars for the shipping and handling charge for the card. I have sent text and emails trying to find out what happen to my replacement phone.

I got what was suposed to be a new phone, about 2 months ago. I called customer support, and I told the girl the phone came in the mail opened. The battery was installed, and the phone was turned on. I told her I wanted to send the phone back, because I was concerned that someone got the phones info. Imei, sim#, etc. Also the phone looked used, of new. She refused to exchange the phone. She told me she would note my file, and if I had any problems let them know. I'm a very bad diabetic I had no phone I wasn't going to argue with her. I've been hacked several times, google has contacted me to change my passéword I can't tell u how many times. They show me a umx phone just like this one logged into my account in Philadelphia I don't live in philly. Now they got into my pay pal and spent all my $. I have been hesitant to press the issue, because I live alone. I have bad diabetes I need to be able to call for help. I almost died twice when my old phone quit working and I was waiting for this new one. That is being hacked, or jacked. Its like it has a.mind of its own. I don't know what to do I can not be without a phone, if I have a diabetic episode and can't call the medics I'm done. Can u help me. I need a phone that has not been compromised. Plus I can't afford to have $ taken from my pay pal account. PLEASE HELP ME. [protected]@gmail.com.

A senior citizen on snap and welfare applied and gets a telephone from federal government program lifeline it with assurance might as well be called the dead line you cant make phone calls not even as I in emergency 911, I've repeatedly complained their customer service is in the phillipines thus there is no customer service.

I Jeannette James I have a assurance wireless phone I can't use my phone anymore I can't text anything a word or letter sometimes I can't open up my apps like when I try to read Facebook I have to keep pressing the apps or any other apps so many times til it open up when Facebook open up I can't text or read they messages and reply back to them and I can't go online to check my emails or to order thing or send messages to peoples

Hello I called about a replacement. Had several UMX 683 they're no good so I called and asked if they had a different type altogether. He assured me it was but turned out to b a different UMX model still. The 1st issue. 2nd I had to pay $25. Then the 1st one I never received, USPS said it was "placed on my front porch" but never got it. Put in a order thru them to track it, nothing. Called Assurance AGAIN, she sends one out "free" but now it can't be activated. Gives an error message and they don't know why. I believe I should be reimbursed the initial payment$25 plus get another model one, not these old UMX models. How they expect us to use phones once a month if the battery dies or screen freezes then when you ask for a replacement you must pay or they feed you a line about service out n call back in a few days! This is one of the most scamist sounding company. I wish I could go back to Access wireless, I had no issue with them

talked with Sandra in customer service tryin g to get help activating my new phone she connected me to a pay service, which I had to pay $1.00, and Harper wants 20.00 to talk to me

My Lifeline free phone stopped working. I called the company and they charged me overnight shipping by FedEx for the delivery of the phone but replacement phone was never delivered. Two days later I called company again and they promised to refund me $12 overnight charge and they informed me that the phone will come by UPS on Monday Jan. 11, 2021. They gave me a tracking number. Nothing was delivered on Jan 11th...That number is not in existence with UPS. My account shows that tracking number as FedEx but FedEx says no tracking number can't be fund. So they never sent me a replacement phone and they charged my credit card for overnight shipping. This is not acceptable. They lie to me every time I speak to them. Something needs to be done about scamming customers by that company.

Good Afternoon. I am complaining about customer service errors and delays. I received my replacement phone yesterday via USPS as promised in 5-6 business days. An error was made by the manufacturer I was told I would have to return the phone said Mary at Assurance Wireless. I was also told the manufacturer would send me yet another replacement phone via USPS. Delivery would take yet another 3-5 days. The battery died on my original phone Dec. 26th and will no longer charge. I suggest this is far too long for a customer to be without a phone for emergency services if need be. I also believe the battery life to be far to short for a phone just over a year old. I suggest immediate overnight delivery of said phone. I look forward to continued service.

Sincerely
Donald Ursaki
Bristol, Ct. 06010
[protected]
[protected]@gmail.com

Can't hear, can't hear on speaker phone, cant hear when volume is turned all the way up can't take screenshots of import things, can't see on small screen, can't use my old phone that I can hear on, can't afford to buy another crappy phone from assurance wireless.

I requested a replacement phone for my mom. I called the customer service to activate the phone, which arrived with a SIM card. They weren't able to accomplish this, so I was transferred to technical support. After multiple attempts, they gave up and said that the SIM card has a problem, so they will send me a new one. I called them back after about 10 days, to find out that no card was issued to me. They repeated the attempts to activate the card I already had, with no success. I was transferred to a different department a couple of times, to hear the same thing again: the card is defective, someone from a different department will contact you within 48 hours. Four days later, no phone calls, I called them back. Same story - someone will contact you within 1 hour, 2 at most.
After a total contacts of 6 times, I decided to file a complaint, I don't see another solution.