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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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9:20 pm EDT
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Assurance Wireless Assurance wireless customer service

The most ignorant and rude people I have ever encountered in my 57 years! No matter how you talk to customer service they LIE to you! Only phone company wants you to send your phone in before they send you replacement so even though you are paying for service they make you do without a phone for least 30 days and could care less! They are horrible. I got new service but they will continue to hear from me!

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Update by Pamela Cashion
May 09, 2019 8:58 pm EDT

I have been talking to advisors about sending me a replacement phone because my phone drops almost every call and I haven't had internet service for 3 weeks, I cannot get on messenger which is how I communicate withy deaf daughter! Assurance Wireless said first I have to return my phone before they will send me replacement phone so I will have NO PHONE SERVICE for least

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3:09 pm EDT
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Assurance Wireless Assurance wireless androit l50 cell phone; ph.# [protected]. Complaint! My ph# [protected] @ 11695 griggs st. Detroit, michigan 48204.

5/5/19
Cell phone new replacement 1week ago activated by Assurance Wireless. I have a senior Citizen Snap Program agreement and am up to date with account acitivity. Complaint: This replacment phone is serviced through Assurance wireless. And I cannot make calls or text messages suddenly; 5/3/19. This is a replacment phone because old phone was defective and could not work properly all the time. The old phone was serviced through Sprint telephone services. The New replacement L50 cell ph I see is serviced through Assurance Wireless. When I try to Boot it up too use and make calls or text it will not load but will stop working. It will read No service and com.android.phone has stopped; close app. This is the only means I to make emergemcies phone calls. I am disabled and live alone. The phone is no good and just replaced as new to me. please reply this message complaint asap. fix it at your end as usual that I can use this phone or send another replacement ph. email address: [protected]@gmail.com

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2:31 pm EDT
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Assurance Wireless Cell phone

I am on my third phone in 3 weeks. These phones aren't very good. A neighbor received their phone the same day as I did and her phone has gone out once already. The customer service is horrible. Plan on being on hold in excess of 30 minutes. Assurance Wireless apparently has seen fit to outsource the customer service. I don't know in which country they are located, but English is most definitely a second language at that locale. At present, I can't get my phone past the blue Assurance Wireless screen. The third phone is being Fedexed. I don't know how much you think your time is worth, but the hours I have invested in this during the brief time in my possession has far outstripped any perceived benefit. In other words, these phones, for free, are more trouble than they are worth.

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1:44 pm EDT
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Assurance Wireless Free cell phone

I have a government issued cell phone. I have been trying to contact Assurance Wireless's customer service but I'm unable to do so. Also I tried contacting Virgin Mobile with the same results. Fast busy signal and emails are undeliverable. I'm a senior citizen and really need to have a phone, and it sucks when you can't use it and are unable to contact the provider or the parent company.

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11:41 am EDT
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Assurance Wireless Ans phone

Phone lost service, it loses service every time I charge it. This time the service won't come back. Please send me a new phone this one is junk. Dan r damico
3993 iowa ave #116, riverside ca. 92507 n8914728 [protected] this is for assurance wireless. I need a phone so please resolve quickly. —

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9:47 pm EDT
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Assurance Wireless Lifeline

I was looking to replace my phone with a smartphone. I noticed on the Assurance Wireless website that the Samsung J3 Achieve was compatible with the service as they were selling the phone for $109.99. I happened to check the Virgin Mobile USA website and they had the same phone for $69.99. I couldn't understand the price difference considering Virgin Mobile USA offers the Lifeline service under the Assurance Wireless brought to you by Virgin Mobile brand. So, I contacted Assurance Wireless and was told that devices not provided by or purchased through Assurance Wireless are compatible. I know this to be true because the phone I am replacing was purchased from the Virgin Mobile website a few years ago and I have been using it with the Assurance Wireless service. Since I was told the phones were compatible, I went ahead and ordered the phone from Virgin Mobile USA, because, why pay $40 more fore the phone if I didn't have to. I received the phone and when I attempted to activate it via the Virgin mobile website, I received a message that the phone couldn't be activated because it wasn't an Assurance Wireless phone.

I am of the opinion that Assurance Wireless/Virgin Mobile USA are trying to swindle money from customers. I plan to file a complaint with the FCC and contact my members of congress as well. A company like Virgin shouldn't be getting tax payer dollars.

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1:29 pm EST
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Assurance Wireless Coolpad illumina 3310a

I had an Android ZTE that started to malfunction, so I requested a new phone and I received an ANS phone and I was unable to send or receive pictures. Assurance Wireless Customer service told me it was the phone and I should order a better on from the Assurance Wireless Website, which I did.

I received the Coolpad Illumina 3310A and I am still unable to send or receive pictures by text. Despite several attempts to remedy the problem through Assurance Wireless Customer service. I am still in the same boat.

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5:30 pm EST
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Assurance Wireless zte phone

I bought a phone from Assurance wireless ZTE it doesn't let me block unwanted callers the phone that I had as a replacement would let me block numbers . This phone I paid 83.00 i have tried to down load app to block callers and it has some kind of ZTE scam on it saying if I answer the question for being the 1 million person to use this web site and for purchasing ZTE phone you get 1000 gift certificate when in fact Walmart has Scam me of my money already then I spend all answering calls from the Scam hotline of questions.

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9:02 am EST
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Assurance Wireless Phone disconnected

My phone broke then I paid $25 for another one which broke within 2 weeks. I called them and apparently I was due for a replacement phone which they sent. Within a week the screen froze but I played with it n got it working. They called me n wanted the phone back that I paid for. I asked if they were going to give me my money back they said no. I don't understand why I pay for a phone and they get it back for free. Now they have disconnected my service it's a lifeline service. I have been calling constantly since dec 2018 I still have not been connected yet. They want my broken phone back ITS BROKEN

Can anyone help me speak to someone that I can understand or someone that understands me PLEASE

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1:37 pm EST

Assurance Wireless Customer service agent joan i1716750202 & customer service as a whole. No help just trying to get me to pay more!!

I called 611 on 12-14-18. I spoke to an agent i told them my phone recharge jack was not working. I was told I qualify for another phone. I was told I had to pay on $5. I gave them my debit card. I was told the phone would be there in 10 buisness days. I called 1-7-19 To find out where my phone was. I was told I did not order a phone and I did not qualify. I countered that by stating The customer service agent approved me and I already paid. She told me I was lying, I told her she (customer service agent a woman) she was a lier. She said I called on a day I knew the phone was off all that day. I told her I did not call on that day, she insisted. She said call the legal dept to make the claim that the company Assurance Wirelerless was lying. I asked for a supervisor and she hung the phone up on me.! Very rude! I called back. I spent five hours trying to tell my story to someone to get me my phone. I lost half a day looking for the phone I was charged and told I was approved for. But the customer service agent and including Joan I1716750202 said that I now had to pay more money. I only wanted my phone I paid for. The customer service is not doing their job. The seem to be making it harder for me to get answers. They waste my vaulable time and with all the different answers I dont believe they are there to help us. It seems like their job is to make it confusing and fustrating for us so we do not get the service we deserve. Their english is not understandable. The more I try to call back the more i dont get help. I think the company should honor what I was told on 12-14-18. I waited three weeks when I call back to find out I get told I am a lier, I was told I have to pay more money, and that my issues with the way I was not helped. I should i get my phone asasp. Maurice Steele [protected] pin 452358. I am considering call the executive board and someone other than Assurance Wireless customer service. They have charged me more, they did not send my phone, and when I called they only told me no!

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6:13 pm EST

Assurance Wireless Data usage

I have not been provided my 2gigs of data. My phone shows consistently under 500mb of data usage and yet assurance wireless insists that I have used used 2G. There is a clear discrepancy between my phone and there records. Even after updating my phone and resetting system updates, my phone continues to show I have not approached my allotted 2G data plan.

I have offered to send screen shots to verify my phone's records but assurance will not accept such proof.

I have accepted the burden of proof and can supply evidence. They have not done the same.

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12:53 pm EST

Assurance Wireless malfunctioning android, ans ul40

Assurance wireless is distributing an android phone that does not work. It doesn't hold a charge, it's system reboots itself spontaneously, phone gets hot, apps stop all the time, etc. I can barely make phone calls with it. The worst part is they won't give me a free replacement that works. Do not sign up with these people, because they have known about this for months, and have done nothing with the federal government to resolve it.

Sign up with safelink instead or get cricket, anything else than these people. If you have to use it as a lifeline, you will surely be dead because the phone they give out doesn't work at all.

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Mike DuPont
Quincy, US
Jun 01, 2019 5:44 pm EDT

ANS Virgin Mobile Android cell phones sucK !

ANS Andoid cell phone sold by Virgin Mobile using Assurance Witeless has more defects than any phone on the market which must be why its price is so very low, or given away for free when government gives out elderly free telephone services. Everyone I know received defective phone and I received two defective phones. A class civil action should be filed against Virgin Mobile to pay damages for undue mental anquish and suffering caused by their so-called telephones when they prey on the elderly and rip off the government. Mike DuPont paralegalassociates@hotmail.com [If anyone wants to be part of class action please contact me]

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Mike DuPont
Quincy, US
Jun 01, 2019 5:46 pm EDT

This site deleted my full email that starts with paralegalassociates so just put paralegalassociates before the @ sign

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1:00 pm EST

Assurance Wireless Receiving defective phone

I purchased a phone on assurance wireless phone store, upon arrival the phone has been found to have a large "CRACK" vs a scratch on the face of the phone. 3 attempts to receive a replacement phone for ZTE we received a ANS phone. I called and asked for a supervisor and was informed that they don't have supervisors.

My receipt number is 906627 the original date of purchase was December 3rd 2018

I'm seriously thinking now of safelink

laurie whelan
[protected]

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5:46 pm EST

Assurance Wireless Actual phone and customer service

I made a call to assurance wireless on november 2018 to request a replacement phone and was issued a replacement phone 3 maybe 4 days later I got the replacement in the mail. I started to receive reminder text messages on my new phone to send back my broken phone. The first text message I got about the reminder was on december 1, 2018 at 6:13 pm... The reminder says to send back the old phone or my service will be suspended...

On the day I called for the replacement was the day I threw my broken phone away.
Not knowing that I am suppose to send it back. If I would have known I wouldn't ha e thrown away the broken phone. When I received my new phone along came with a stamped envelope for the return of the phone. I knew then that im suppose to send so. Ething back which makes a lot of sense. But mind you I have had replacements before and I never had to send anything back?
To make a long story short. I was not informed or instructed to send the broken phone back upon receiving my new replacement phone. And I don't remember having to do so after hanging up with assurance wireless on the day I requested for the replacement... So I threw the phone in the garbage!
I don't have $25 to pay for a [censored]ty phone. The replacement phone that I got right now needs to be replaced again!...
I told customer service that I can not afford $25 and if it's another way I can get my service on again? Some illiterate person claiming to be the manager srtred to tell me that there was no possible way I can ever get another phone through the obama free phone act unless I pay $25 for the phone I could not send back and then my service wi be turned on!
Wow. I wouldn't pay for this phone if it were $2.99! Let alone $20 that I can't afford.
I started to ask the manager other questions and found out that he hanged up on me.

Now I have no phone
I have no service and I am left unable to keep in contact with family and loved ones on christmas and new years!
And there is no way I can pay for a job or food stamps due to one the customer service representative hang up on me.
2 is because I no longer have the right to get a phone through the obama phone act.
Because assurance wires failed to inform me of what I needed to to do upon recipe ing new replacement phone.

Pleaze someone hear my cry.
Help me get my point across and get what I deserve.

I thank you for the time...
Cynt.
Aka... Cynthia t. Hayag
1917 6tb street
Apt. 4
Berkeley. Ca 94710

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12:59 pm EST

Assurance Wireless Phone not working properly

Hello, my name is James S. Jacobs and I've been having a really hard time getting another phone because my phone dose not work properly... I have called customer service on many occasions but with no avail and I have even tried to reset the phone with #72786# many times and nothing helps.. I have asked for another phone but no one helps me the phone keeps dropping calls.. And I even put in a new battery and nothing works so can someone please help and send me another phone that works ok please it is the only phone I have for contacts...

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3:03 pm EST
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Assurance Wireless Cell phone

over a month ago i paid 25$ for a replacement phone when i called to activate it i was told it had a virus and they over nighted a new one it worked less than a day i callled and talked to tech support who said that phone to was defective and yet another phones suppose to be sent after a week i called cuz i didnt get the phone they tell me it was mailed to the wrong address . cant understand that beings its the exact same address so now here i sit for over a month u got my money and i got no phone, .. i want what i paid for and its allready been a ridicilous amount of time . why cant it just be overnight delivered like the last one? ? im sick of calling customer services waiting for what seems like ever to finally get a live person and still get no results! if this cannot be resolved by 12-17-18 i want my money refunded . thank you carla davis

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nchurch
, US
Feb 16, 2019 11:57 pm EST

Hey same thing here I got a replacement phone and it died so I go another one and now this one is not working the power button flshing green and red and won't turn on, so I'm without a phone again return the first one I got that died so I see I'm not the only one having issues with their phones. Something is wrong with these phones this is second one to have problems. It is there UL40 phone. Two now defective phones

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Assurance Wireless
Apr 10, 2019 8:52 pm EDT
Replying to comment of nchurch

@nchurch
We appreciate your feedback and sincerely apologize for the inconvenience you have experienced. We value your business and appreciate you as our customer. For security purposes and to further assist you please send us an email at OurTeamAssuranceWireless@virginmobileusa.com with the following information:

Assurance Wireless Phone Number:
PIN:
Full Name:
Address:
Last 4 of SSN:
Date Of Birth:

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6:02 am EST

Assurance Wireless Replacement phone

After having my old phone replaced I called to have new one activated the next evening my phone froze up when I went to power it on.i called to get help with the problem got put on hold for 2 hrs and end up being hung up on the next mourning I tried to contact them again and the same thing happened again. after three days I finally got them to send me another phone which I am waiting to arrive. They will probably send me the same phone I have had the last 2 times and had problems with from the time I received them

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8:05 am EST

Assurance Wireless My lifeline phone, defective equipment

I applied for lifeline services back in Sept. 2017 and I faxed qualifying information. I never received phone even tho this company has all my private information. I applied again this Oct. 2018. After faxing a complaint letter and spending hours on phone with customer service, I finally received a phone. It worked one day. I borrowed a friends phone to call and complain. The phone was not damaged, it kept giving me error messages such as contacts stopped, messages stopped. So I have a phone that I cannot make a call on of answer messages or check voicemail. A replacement phone was sent that worked exactly 5 days and I had same exact issues. Error messages that state android has stopped, every app has stopped. Now when I try to call Assurance and I put the phone # that I am calling about, I only get recording. It is impossible to speak with a person. I faxed a letter to Assurance so they were notified in writing on [protected] that replacement phone is defective also. I have not heard back or received a phone that works. Lifeline is a government program and I think Assurance is receiving funds but the low income families that need the phone services the most are not receiving that. I had a phone for 1 day in Nov. that I could use, than 5 days in the month of Nov.

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7:32 pm EST

Assurance Wireless Cell phone that I just got not to long ago

I just got this phone not to long ago and it won't even hold a charge and I had it on three different chargers and it still dont hold a charge and so I called the company and the dude was going to send me a phone but I told him not to send to my grandma house because I dont live with my grandma any more but then when the dude told me to call back and some could help me I did and the lady that answer said it was going to cost me and the dude never told Me I had to pay the last time and they should be able to replace it free of charge because it malfunction after a few days when got it

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6:21 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Assurance Wireless My phone

BEWARE OF ASSURANCE WIRELESS this comany is corrupt.. I have been with them since 2013.. when I moved in 0ct. 2018.. Called them immediately gave them my new address, got text saying address was updated and confirmed..3 weeks later my service was terminated saying I never applied with them or gave new address.. are they kidding?.. had service for 5yrs.. and have text confirming address updated.. they are absolute liars.. talked to a supervisor named John not American but think Phillipine that is were their call center is, they speak bad English hard to understand.. this John guy did asolutely nothing to help... now I have to reapply again.. and have to pay for service which I did today money confirmed taken out of my bank account... suppose to get 100minutes for 10.00 and they cut my service after 30minutes... so basically stop my service for no reason after 5 years and cut short on the minutes that I paid for myself... I imagine the reapplication that I sent in will most likely not ever get process correctly... or they will claimed they never got it... Assurance Wireless is not going to get away with this corrupt behavior, the proper agencies will be notified... so you have been put on notice Assurance Wireless cause your company is going to be Terminated with your shady business practices.

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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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