Assurance Wireless

Please everybody tell everybody never step foot around this company these guys are a joke unprofessional to the max they will put you on hold and never come back they laugh in the background while they're watching TV or whatever they're doing I have no idea where they found these people they are not helpful the garbage phones they send you will make you also want to puke you have to send money in to get it fixed they send you back the most ridiculous broken phones just stay a far far away from this company do not get trapped every problem you have will be magnified times 10 if you choose this free Lifeline service yeah right it's a joke there a joke they need to be put out of business please help tell everyone you know that these idiots are most ungrateful unprofessional group of idiots I've ever ever worked with 0 out of 10 thumbs down...0 stars not even 1/2 a star, let me put it this way that company just simply just makes me want to PUKE... yes I want to puke!

First off I want to start by saying that I have over 15 years in customer service as well as being a supervisor for cell phone call centers and the hospitality business so excuse me if I find it a bit sad when your talking with someone but can't understand because of the hard accent because of companies seeking the cheap way out and instead of paying for professionalism they rather move to another country different time zone and get whatever they can to win those extra bucks therefore making it tougher for us [customers ] to get through so that our inquires are rectified... So I wake up this morning and attempt to shoot a text but when I ask thru another phone they tell me they never received any text. Well I then attempt to make a call when I then learn my service has been disconnected.. Now in order to get my service restored because I've felt with Assurance before so I have to purchase a top up card which basically your paying to turn it back on oh and let's not forget that you also have to prove where you live.. OK so I fax over copies of my NY state ID along with a copy of a utility cable bill. Now my service gets approved and is working fine but Zi wake up today and it's cut off so let's go down the line of what I went through with the talented customer service agents here at Assurance wireless. My day calling the call center started around 4:27pm eastern time NYC and spoke to Jasmin which I'd like to state that there's no proof these agents are who they say they are since no last name is given.. Now from Jasmin transferred me to her supervisor Chris who transferred me to Lifeline without telling me. I then spoke to Danelle at Lifeline and she couldn't pull up my info. By the way I'm trying to find out why my service got disconnected and who shut it off. From Danelle I get sent back to Assurance now speak to Arlyn She tells me they didn't cut my service that Lifeline did and that they couldn't transfer me but she had a number for me to call so I call and talk to keisha and she tells me lifeline doesn't cut service that Assurance is my service provider and they take care of that. She transfer me back now I talk to Ann t 5:05 pm ask for a supervisor and here comes John the Account supervisor.. Who I won't lie did shine some light on the issue but didn't help really because he was just adamant about covering someone's [censored]. So he tells me that I was denied on July 1 for not proving my address. Where I reside. Because they have 2 addresses on file and that there's someone else with a account where I reside. OK so at that moment I didn't have the paperwork in front of me but know I faxed proof of where I reside and it was prior to the 1st..Finally John says "Bottom line you have to rectify again" I don't think so... Not after going thru all this... I hang up and quickly find my copies of the proof of where I live and that it was faxed on 6/28/18 where as he told me I was denied on 7/1/18 so how or why was my service disconnected.. I have all copies in my possession John.. So I call back and now talk to Amy at 5:23pm and explain to her everything and her answer was that my account expired in May on the 26th and that I should have did all this in March which didn't make sense because nobody told me about expiration... And if I sent proof then why do I still need to send back some form especially when my service was still active. So Amy says I'm just reading what's in the notes I say then your not helping me. Anyone can read the notes. Well not anyone but alot. Then she asks me what is it that I want for her to do since she has read everything and because I've spoken to a supervisor already so at the end I have yet to know who exactly turned my service off and I have to rectify or read submit a application in order for my service to be restored which I find quite amusing since what today showed me is that none of these agents are on the same page. Every call I made I received a different answer and nobody tried turning my service back on.. If the person that lived in NY apt had service before me then it would be hard for her to do anything about it since she's dead. I sent proof that I live here and that's it. And sent it prior to being denied like John stated... So thanks but no thanks and you guys should work on your hard accents...

I requested an application for a resident of our nursing home. The application & welcome letter, dated 05/08/18 were received, the application was completed and faxed back on 05/24/18 to [protected]. I received a fax confirmation that the application was received. I made numerous attempts to call for the status of the application to [protected], no one answers this line. I reached out via email and have communicated numerous times with assurance employees, all stating thee application was "in process".. 08/09/18 I reached an email with a case id#, I have escalated your application under the case ID [protected]. If you want to make a follow up, please email back for assistance.
08/10/18 I received a call stating the application sent was out of date & would not be processed. After over an hour on the phone with Olive, Julian and then Supervisor Al, ID#I1442919788, who told me that the "back office" team had actually not worked the application until today and it was now past the 60 day deadline. Al states he is sending a new application and the process must start over ALL DUE to your companies NEGLAGENCE.
A formal compliant will now be filed with the Texas Public Utility Commission.

Sent all information they requested and never received my phone, I tried calling them to try to get information on what I needed to do next since I never got my device or heard anything and they keep giving me the run-around around! There's NO REASON WHY I SHOULDN'T HAVE MY PHONE! The last man me and my grandma spoke to was very hateful and really hurt mine and my grandma feelings. There's just NO EXCUSE FOR THIS! I NEED HELP!

I received a new phone during to my first phone no longer wanting to keep a charge. Called assurance wireless to activate n the customer service representative, Jess n her supervisor Alliceson were the rules people I have ever spoken with. They had me do upset. Wouldn't let me finish talking. And Everytime I stop talking, they repeatedly said the same thing. Like everything I said went in one ear n out the other. I pissed off that I have to even file a report that will probably be lost n nothing will be fixed in return
The replacement model I received will not work in my home. They kept wanting to send out another phone but the same model. THIS MODEL WILL NOT WORK IN MY HOME. They then proceeded to tell I can purchase a different model on the third of August. No I am not going to purchase a phone. I have this life line because I don't have the money. Please call this number to get in contact with me. [protected].
After all that I called back and a gentleman answered. He had do this and that, including shutting off the wifi. I did n he then asked me two more times to check if the wifi was off. I told him it was. I told him I'm not an idiot. It's off. And he hung up on me.
First phone call 11:15 for 37min. 34sec
Second phone call 11:56 for 11 min. 29sec.

Their Automated System is hell to go through as it doesn't provide an option to talk to any human being therefore you have to be inventive on going around the system until it lets you speak to anyone, which would make you wait several minutes with awful music and pre-recorded voices of people passing for employees greeting you until you realize its part of said recording while you wait. As this wasn't bizarre enough, some of the names I picked up while trying to sign up for their services sounded like nicknames, which was setting a red flag of sorts but I tried to continue with said process. I find out most of the employees I managed to speeak with were rude and pretty much behaved immaturely, which did not helped my mood already worsened by said autmated service to begin with.

On top of this one of said employees denied to allow me to speak to a Supervisor or anyone in charge, stating since I was not a customer that would not be a privilige and hangs up on me. I don't get this, why wouild I need to be a customer to talk to a Supervisor inquiring about rude behavoir from horrible employees? The last attempt I made another employee agreed to seek a Supervisor and after more than 10 minutes waiting, the connection gets lost and once again I get hang up upon. Its as if no one working for this company wants any complains to get through even though they are the reason why a complain is being made to begin with. Quite frankly I am not this desperate to seek help on acquiring a phone line from people who treat would be customers like dirt.

Maybe Assurance Wireless should just close business and let others who are honest in helping low income customers do so instead. As for me, I sure learned my lesson on placing hope on a company that doesn't care about treating me like this.

My mom's lifeline wireless plan status has been in 'application request received' since January 2018. Everytime I call assurance wireless to inquire about it, I keep getting the same answer that they are awaiting for the national lifeline to approve the application. When I call the national lifeline number, I'm told that my mom is approved and assurance wireless should send the phone for activation. I relay this info to wireless assurance and everytime I call, it's a different rep who tells me that they will ask their back office to change the status so that the phone gets sent out. It's now april 2018 and my mom still hasn't gotten her phone. Assurance wireless has no sense of responsibility nor ownership when dealing with an issue. they have no paper trail nor do they follow up. No one is accountable at assurance wireless. It's a total waste of time, federal funding and an embarrassment to our system. All of them should be fired. Assurance wireless is USELESS!

I have been a customer for over 10 years and when my phone broke, I upgraded and it took 4 or 5 months for them to send me the upgraded phone. Then my phone broke again and when I received new phone I did not have time to set it up. I was sick and out of town staying with my daughter. It took me a couple of months before I was back and able to transfer my info and get phone back to Assurance. Shortly after mailing phone I received a letter stating my account was temporarily suspended until phone was received. I waited a couple of weeks and still no service. I finally called, 3/21/18 as there was definitely time for phone to be received and posted to my account, first, I was told phone hadn't been received which was impossible as it was in an Assurance wireless return envelope. She checked again and said my service had been cancelled. I was mad so she said she would do an application while I waited on the phone and get me approved to have service once again. When she finally came back to the phone I was told my address was not in their service area> What kind of [censor] is that when I have been at the same address for the entire time I have had assurance wireless phone service. I am livid! I will not recommend Assurance to anyone, actually I will try to get anyone I know with Assurance to change companies!

I've never seen a company who has a team you're so bad at customer service I have such bad sportsmanship did they go out of their way to almost pick a physical altercation with a fellow competitor by instigating it one way or another there is a husband and wife team that run their own team of Agents what are there specific locations that I'm talking about is at 53rd Street and Washington in Phoenix Arizona if they do not get their way I've seen them yell at customers actually mail across the parking lot I seen them get in their competitors face bad name and I can't believe it's been that long

I am 70 years old disable person (on Goverment program). The telephone service provides telephones(ZTE) which is completely useless for me because of many technical reasons.
That's why I tried to switch to another service allowing me to use another telephone my neighbor kindly presented me.
I called to National Federal Agency and they told me that it's not a problem, just call Assuarance and ask them to de-enroll me from their service and by March, 19 I'd be able to go with the service which allows me to use my own telephone.
What is now: I don't have telephone wireless service at all (Assurance just disconnected my service). And Assurance just told me that if I also would like to de-enroll from their service then I'll not be able to use any Government wireless service for 2 years.
I'd like to get the confirmation if the service followed Government regulations or just instructions how I can switch to another service as soon as possible.

In June of last year a representative from Assurance Wireless was here in Albany. He advised me to disconnect my Safelink phone in order to obtain an Assurance phone. I am disabled and need a smart phone to use patient portal with my physical and mental health providers. I followed your reps instructions and has my safelink phone disconnected. I have been without a phone since June and Assurance continues to deny my applications. I need a phone and will be contacting the Federal bereau of consumer affairs. Send me a phone please.

Grace and Peace. I have restricted my Lifeline services because of following: My phone has gotten destroyed. I emailed Assurance Wireless to ask about an replacement. But to no avail. I was not allow a New Phone.. So I emailed them recently and ask what Mobil Flip Phone can I buy? When mention of Virgin Mobil phones on amazon.com. The email said "Virgin Mobil phones (All) are no longer reliable or compatible to the Assurance wireless Lifeline Program.. Then... The Male Respective told me tie get from Walmart.. An Alcatel One Touch speak easy phone.. Or a ZTE Quest.. But the funny thing is? They are both by Virgin Mobil. Assueabcewireless does not care about blind disavlwd persons Luke myself. I cab use a Android Touch Phone!" BECAUSE I AM BLIND!" In one of my eyes! So I have No! Phone! And I am But told what exact Phone to but as a replacement. Because most Flip phones are named differently.. I Need! Help!- either by Virgin Mobil? Or Assurance wireless ASAP. Thank you! Ms. Gayvette Bruce..

Today, I call the essurance wireless company for replacing the cell phone. The person was so rude and mean with me. This was the first time that a person was so mean on the phone with me. I am always being a good behavior person with every body. I didn't understand some words, So I was like sorry, excuse me because I was unsure some terms. Instead of explaining that terms, he was yelling at me and was repeating that words very rudely. Kindly have a good behavior with every body. As a human being, I understand that sometimes time could be bad for a person and it effects the behavior of a person. But it is not necessary that you should be rude with any body. At the end of the cell I was like crying and I ended the call by saying that it's okey. Because I know it was my mistake not to know that terms. But that gentleman has no right to be mean with customers.

I was loyal customer for years with Assurance wireless. I have bad phones from your guys like Kylecar phone, and Zita phones. alot of them. You have worse customer service people and technical support ever lousy. I brought two umax phones because i was tired of your zita phones breaking down. the second phone i pay for i got Monday, and it start to work thru Wed. today it did not, I try to get help and your employers Pretend to take my back up phone number and to call me back and they did not. This is second time two employers lied to me. I have call back to get help with my umax phone and they were impatience and mean. Hire patience and kind people with manners. You are lousy organization with getting quantity cell phones and service.

My name is Mrs. Ellis I was born iun chic mass sac air force base hoop. Someone disrespected my uncles both by saying and telling everyone that this company was sold, which is a load of grap. It was left to me along with city data, know mind you I don't care that The guyu who looks like my common law husband Q puts his name on it however I do mind that thw gazzwett said in Larry don tucker obit my mother alice was not even mentioned. I don't care who did it but know thast I am not married to mike delk so what evber the delka andersons are twlling you is a lie, ron use to work for bank of America onm London and is one of the biggest thiefs there are, that is were a few of the ellis jenning tucker knoxx, hall hoover haizer and Phillips underwood accts are, so if your business are running short don't be quick to blame mel like I did. MM should know they are trying to do to mark and david and leon whaty they did to my dad Richard tucker. abe brother is already in jail, so is shawn whether my brother is alife or he got murdered is of no comcern power of attorney doesn't appy because my mother was not told of anything and neirther was miss turner shane, tammy, heath and xlint my step rtelatives liks, I have only one business partner my brother has been gone 4 years of cancer. Its ok that we weren't told about the reuniom. I don't want to go to court and I don't appreciate you taking power of att over jj with out telling debz q girlfriend that me, She is my blood, I know about the quick claim deeds, about david selling the propertiesd and IO knowq about susan Ericka and linda and laura flying back and forth do they know that my cosin lea was in a serious car acct 3 years ago and her mother in mesquite tx wasn't told I would have test for Kathy but I wasn't on vac I was in JAIL!

This is in regards to continued denial of recertification application since last year. More than ten (10) times since about October of 2016, all required documents were sent several times and nothing has changed from the first time application was approved to present. social security card, address, date of birth, EBT/Medicaid Medicare information, all are still the same nothing has changed but they have continued to deny for no reason. I was thinking of reporting to government agency but I hope this resolves the issue and there will be no need to escalate my complaint if not, I will contact the government to complain about this issue.

Name: Bridget Amaefuna
DOB: 10/23/1931

Got phone can not call in our out can not text can not enter email can not do anything with this service how does this work did I get the phone it work for a few days then stops completely does this company do this to everyone my first phone with this company I'm a very sick person in very much need of a phone then nothing it is very hard to trust the free part of this company is there any possible way to fix this phone and or restore the service

Given a fake tracking number, fake application number 3 times, the customer service on Twitter lied to me, All on 8-21-17&8-22-17. On 8-18-17 i completed a request for service and called the customer service to verify that it went through and also told to call back on 8-21-17 since I was transferring my discount. Well since I have been lied to from assurance wireless previously and made to do my request multiple times so on 8-19-17 I also went through the automated system . So on 8-21-17 I tweeted with customer service on Twitter and I was told that I was approved and to call the [protected] to get further information and when I called I was told that my application on 8-18-17&8-19-17 did not go through & and that i could do a new application with her and I needed to contact the Cali lifeline administrator which I did and was told that I was pre approved on 8-19-17. So I called assurance wireless back at the [protected] number and was told i approved and given a tracking number that was fake. So on 8-22-17 I called assurance wireless to verify that if the tracking number given to me was correct which it wasn't and I was told that my application was not approved and that it was still under consideration and I was told an application ID number that was actually a phone number that I previously had when i had assurance wireless service and then i called back and was given another not real ID number so I called a third time to actually get my app ID number and I asked to speak to a supervisor and told me and try to claim that it was lying when i told him the numbers that I called he claimed that [protected] was not an assurance wireless number which I stated that it's the number that was on the application form. I really would like to get my enrollment request canceled so I can go and switch my discount to a company that does not lie to their customers