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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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1:40 pm EDT
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Assurance Wireless The lies they tell

On Feb 4th my phone's charging port was damaged, so I could no longer charge the phone. I called immediately to request a replacement. I was told I would receive it within 21 to 28 business days. I waited but never received a tracking number, so I called to follow up. Was then told I needed to update my address. No problem. I was then told a new date of arrival. No tracking number, so I called again. I was ASSURED that my phone would be on its way within a few days. No problem. I waited and still no tracking number came. I've called dozens of times since. They always apologize and then promise me something different each time. I've been given so many arrival dates and apologies, it's obnoxious at this point. We are now approaching almost 2 months waiting for a replacement phone that I desperately need. After all of these broken promises and all the waiting, I've just been informed that I will now have to reapply for LACK OF PHONE ACTIVITY! Are we serious!?! Please tell me how I can actively use a phone that you refuse to send me!?! They constantly tell me someone from upper management will be contacting me to resolve my issue. That has yet to happen. This company is a true joke. The customer service agents are obviously encouraged to tell the customer anything they want to without regard, including management. They do not care one bit. It's thoroughly disorganized and unprofessional, with no moral base. Stay very far away from Assurance Wireless. They will waste so much of your time and won't care. I wish I could rate them at 0 stars.

Desired outcome: New phone and the TRUTH

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5:34 pm EDT

Assurance Wireless Assurance is a scam

I feel soooo bad for the elderly who use this service because it looks good and free and "government issued" please stear clear of this company! IF SOMETIMES SOUNDS TO GOOD TO BE TRUE IT PROBABLY IS. and that IS 100000% TRUE in this case! I literally had my entire identity stolen and all my taxes stolen this year using the damn assurance phones. I am still going thru it please just don't don't do this

Desired outcome: MAKE IT CLEAR THAT YOURE LEGIT AND FREE. DEVICES COME PREINSTALLED WITH MALWARE AND I AM A REAL VICTIM

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10:32 pm EDT

Assurance Wireless Lifeline phone replacement

Hello dear Assurance Wireless. Unfortunately i cannot buy even used phone for myself. I applied in your company i choose you because my friends advised me.

But there was broken charging slot on phone when i get it. I did not pay attention on that issue but later when i tried to charging my phone it doesnt work. All my relatives and friends know me as very accurate person and i could not imagine that was my fault. Iam sure its manufacturing defect.

But iam waiting already 2 weeks for replacement without any phone connection.

Can you guys imagine how it is without any calling and text messages to looking for employer for hire me. Also my parents both got positive COVID-19 and I CANNOT EVEN CALL THEM.

ITS UNBELIEVABLE.

PLEASE FIND ANOTHER MODEL OF THE PHONE. I AGREE FOR GOOD PHONE. NOT LIKE I GOT WITH DEFECTS.

I thought everytime there is the best customer clients support in UNITED STATES. But it start make me nervous. Why you still couldn't resolve that simple issue.

Iam really confused. I need to get my phone. The best model what you have. And i need to get it before 21 days since i reauest of replacement. So there are only 7 days and if i dont get it. I will write to Association of customers rights.

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8:54 pm EDT

Assurance Wireless Will not issue me a refund

I qualified for the free service due to disability. I had an issue with service and after 13 calls, same day, with assurance after each call, that my service would be restored; I had to add money to my account. I added $20. They are now refusing to issue the refund. The phone has been replaced 3 times within the past year. I've had to call multiple times with each replacememt request, just to get the phone replaced. The service sucks, the phones are shoddy, and they will not issue me a refund stating the funds will "remain on your account". Its $20! When you are disabled and have a low income to begin with, that $20 can mean the difference between eating or not.

Desired outcome: My money refunded.

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4:29 pm EDT
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Assurance Wireless Assurance unlimited phone service

My number is [protected] trying to find out about my replacement phone its been 2 weeks please email me at [protected]@gmail.com dont have away to call

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1:16 pm EDT
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Assurance Wireless customer service reps

The reps are very nice but they sound like robots. If you ask a question that is not on their "script" they pause. I had a rep that sounded like a 15 year old cheerleader. Her voice was very high pitched and she thanked me for everything. Also, all the reps call me "Ms. Margaret", every single time I have called! I apprectiate the formality but my name doesn't have to be said in evry single sentence. Again, very robotic with a voice that is actually very irritating, to me.

Desired outcome: This is a hard question to answer. I would love for the reps to be more personable, but you cant train 100's of people.

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tpk777111
Sun City West, US
Mar 27, 2022 11:24 am EDT
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worst company i ever dealt with. their SIM card is impossible to get in. i want this company to be fired from the government program unless they start shaping up and change their ways.

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7:53 pm EDT

Assurance Wireless Customer service support and services

I'm a customer of Assurance Wireless for 1 years or more, The system software being confusing, we cannot call for support at anytime and be properly helped. The offshore customer report keeps logging in and out the system due to English barrier and we put on hold for hours. Now I don't have service foe 1moth said I'm waiting for new fone which will never arrive.

I keep calling to be served at least data or minutes to communicate but said no , I have to top up with credit card. I don't have money, I'm unemployed, is this not supposed to be free?

Romeo Kamatari

[protected] - / pin 201986 ,Greensboro NC 27406

Desired outcome: Service that works

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12:24 pm EDT

Assurance Wireless Phone on backorder to long

I have a phone on backorder for a month.

This will be my 3rd phone from you. Alway same problem. The microphone goes out and have to use speaker or ear buds to make or receive calls. Phones have been ts several times. Why do you treat customer this way. Just because I'm on lifeline doesn't seem right to do senior citizens this way. If I don't see a response and it be a positive one in one week, I will be sending this complaint to FCC.

850-305_4174

Hill

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9:55 pm EDT
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Assurance Wireless Had to downgrade my phone in order to continue using assurance wireless.

Being hard of seeing, I was delighted to discover that assurance wireless offered the samsung galaxy a10e on their website (this was a couple of years ago) as it was nearly impossible for me read small screen and accurately press correct keys. The a10e was a perfect solution, incredibly bright and large screen.

Today (tuesday march 15) I was unable to place any calls, after dialing it would end indicating the call ended.

I called customer service who are by far for me some of the most positive, helpful, and kind people I have dealt with... They are always eager to help, and the person I spoke with was no different.

However; he indicated that they were changing carriers which would render the a10e unable to use their services, I would have to instead, use their umax u673c.

Samsung display=5.80 inches vs. Umax u673c=4.00 inches... — — this is a significant difference for someone who is hard of seeing, and the umax phone does not light up as well.

I'm not a technical person so I don't know the reasons why a phone I purchased from the assurance wireless official website will no longer work, and is being replaced (free of charge) with an embarrassingly inferior phone in order to continue using assurance wireless.

I guess I am just complaining to the ether as there is no possible resolution to this issue, as I explained to the customer service representative why I needed a larger phone due to my poor vision. While he was responsive to predicament was much as possible; he indicated that he spoke with his supervisor and it was the case that at the end of march 2022 my still in almost new condition, faster, better camera, better sound, better screen, better in every comparison would no longer be able to work on their network,

Assurance wireless, in the past, has given me without question, the best customer service I have experienced period. I have only the best to say of their service reps.

I engage frequently with a community of people that are in need of california lifeline services; I have directed people to assurance wireless because of how I was treated by their customer service, quickly addressing my questions and problems; this will not change.

I will still recommend assurance wireless to others, understanding that not at tech companies are equipped to handle special cases (poor eyesight, eye hand coordination).

Desired outcome: was hoping they could replace my phone similar in specs to the one I ha purchased from them before at a reasonable replacement cost.

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1:04 am EDT
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Assurance Wireless I received a phone without a sim card and want to return the phone and cancel my service.

I received a phone on March 14, 2022 without a sim card and I can't set up the phone. long into my account, and I want to cancel this service after dealing with the customer service department. I want and need the instructions on how to return the phone and the address where the phone is to be returned. I also don't want any service from Assurance Wireless.

Application ID:[protected] (Assurance Wireless Application ID)

Desired outcome: Information on how to return the phone and the address where the phone is to be returned and any service cancelled.

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4:33 am EST
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Assurance Wireless Haven't received replacement phone

I order a replacement cell in January of 2022. We are now in march. 3/12/2022. I have spoken to multiple associates about the matter. In between this time I have order at less 4 cell phone, and I'm yet to receive a replacement one. I have been told that they can't verify my address. Im still using my permanent address but have asked too ship my new replacement cell to me where I am now . I am out of state. I been out of state for a few months now. I'm going back and forth to court for custody , for my kid. So I can't afford to go back and forth home. In 2021 I received at less 3 replacement cells at my temporary address. I'm still at the temporary address. But they want send me a replacement cell because of me being at this temp. address. My cell is completely broke. I can't cut it on to use it. I been without a cell since January. When I spoke to the different associate's about the situation I was hung up on . and when I called back I was told that it will be 21 to 28 days before I can get a new cell. But it has been over 40 plus days and I'm still without a cell. I really need this cell. I'm great ful for having a cell but it is not working and I don't know what to do and I'm 5 states away from home. And this cell is my only life line to my family, friends, and all my personal information.

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StellaMarie4011
, US
Jun 26, 2022 3:15 pm EDT

Could you maybe get a hold of one of your neighbors that live by the permanent address and talk to them and see if maybe willing to help you out and either get one the replacement phones that was sent to you already or or try and have Assurance Wireless send you a new one that they could get it for you when it gets delivered to your permanent address and then if they're willing to they could send it to you where you're at you so that they could send it to you at the temporary address? And even if you don't have access to their phone numbers if you've already got them for if you don't have them you can always look up your neighbor's addresses on line and then get their information that way and and or if you need to send them a letter if all else fails. Or do the same thing with maybe a family member or a friend that you trust. Oh and by the way I don't work for Assurance Wireless or anything like that I'm not affiliated with the company or customer service or not like that I'm just another frustrated Assurance Wireless customer that haven't received my replacement either I'm having trouble with these people. Just wanted to see if maybe if my idea would help you out any. Hope this does help and or this company gets their [censored] together and gets you straightened out. - Stella Marie

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Lionel Cruz
, US
Mar 15, 2022 5:42 pm EDT

If you said you cannot afford a simple phone, How did you travel back and forth traveling different states across the county.? How about buy a new phone and get over with? Assurance Wireless know you trying to fool them and now they're know better...

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StellaMarie4011
, US
Jun 26, 2022 3:20 pm EDT

He didn't say he was going back and forth between states he said he was going back and forth between going to court. So how about learn to read and or how to comprehend what you're reading, before you open your mouth and talk [censored].

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5:56 am EST
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Assurance Wireless JUNK phones

on Third phone in 6 months because Assurance Wireless issues OLD OUTDATED JUNK PHONES.

Have to WAIT MONTHS to receive replacement phones then, after week or two, the phones QUIT WORKING FOR NO REASON WITHOUT WARNING.

I have spent HOURS on a phone calling Assurance Wireless and have waited MONTHS AND MONTHS for replacement phones.

Assurance Wireless offers NO CUSTOMER SERVICE.

Assurance Wireless ONLY MAKES EXCUSES.

Assurance Wireless offers NO customer service.

The phones issued by Assurance Wireless are so OLD and OUTDATED that NO ONE OFFERS ANY TYPE OF PROTECTOR CASE for the phone so their is NO WAY TO ADD ADDITIONAL protection to phone to keep it from any sort of damages.

Desired outcome: A WORKING phone IMMEDIATELY that does NOT quit working after a few weeks and to NOT have to WAIT MONTHS for a replacement.

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3:35 pm EDT

Assurance Wireless replacement umcx Obama phone'

I was promised a replacement phone 3 (4?)mo. ago. I've called at least tow times and I'm told the same thing they are trying to resolve warehouse/shipping problems and that it will be sent shortly.

I need a damn phone and can't afford one.

Desired outcome: Please resolve this as of a month ago!

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12:00 pm EST

Assurance Wireless Didn't receive my replacement phone and its been over a month

I ordered a replacement phone through assurance wireless because mine had a defect in it after calling twice and waiting over a month I finally received a package through fedex from the phone company when I opeaned it the package was a empty box so now still after almost 2 months id like to know whats going on! I mean come on do I need to council service and go with a different company or what

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10:57 pm EST

Assurance Wireless Return my life line service to my revvl4 phone

Assurance wireless sent me a brand new phone and disconnected my life line service for absolutely no reason. However I have a older assurance wireless phone and it has service. I would like my service returned to my new phone [protected]. Or network unlock my REVVL4 phone so I can have a phone to contact my daughter that's at strong memorial hospital due to her kidneys failing. Michelle King 27 lightizer rd pine city NY 14871 3/7/1980. Snap benefits through chemung county department of social services.

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4:14 pm EST

Assurance Wireless Cell phone call services

Ok so after waiting 3 months for my replacement in the mail I get my UMX and start to set it up. The directions state that I must dial 611 to activate my service but the phone will NOT connect to do so. I'm stuck with only wifi texting. The phone still will not receive calls or allow me to make any. Please someone help me I've been trying to get a job.

Thank you

Crystal Swint

Desired outcome: I hope to be able to call out and receive calls in.

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7:37 am EST

Assurance Wireless My school phone and service

Can you please get this phone number to work for me

Desired outcome: Or just give me a new phone with the service I want

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5:54 am EST

Assurance Wireless Cellphone schok model sv55216

This Friday night listening to my u-tube on phone the it just turned off will not charge wil not come on need a replacement have this junk old phone to make a call I think need sim card not to lock up phone number is [protected] my date of birth 08/20/1963 the pin number is 201963 my is Cheryl Allen I resided at 7223 Santa Fe Avenue unit 16 Huntington park, CA 90255 best way to contact at this moment is email [protected]@gmail.com. Thank you very much

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5:26 am EST
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Assurance Wireless UMX PHONE U693CL

I would suggest staying away from this company unless they provide another brand of phone and then I'm not so sure? There is some sort malware or such on Umx phones, or at least the one I had. Some news app that can not be disabled evidently. Things still popped up even after it was supposedly disabled. Kapersky antivirus said it was set to install unknown apps. I found no way to turn that off. I tried to root the phone to get trash out of it, but I could not do so, so I took a hammer and smashed the phone and through it in the trash. I don't trust the Chinese. There have been previous complaints about UMX phones, some other models I guess also? This an option open to debate I suppose?

Desired outcome: That people stay away from this company. I believe is the best probably??

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1:51 pm EST
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Assurance Wireless Cell phone service

2 women came to my door saying they were doing a census survey and asked for my ID and so I gave it to them and one of thw lady's name was Ashley and after 10 minutes she came bk and handed bk my ID. I found out month later there was a cell phone account qith assurance under my name . I have been getting the ebb program and that messed up because of that so I called assurance and had them cancel it so I thought today I call again and its still active so I asked for them to cancel and I spoke to a so said supervisor by name of Ben and they told me he was in another country and to to f off like what kind of crap is this I'm so mad that they cursed at me how rude and unprofessional. I just want them to cancel

Desired outcome: Cancel my service and transfer my ebb bk to my internet provider

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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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