Assurance Wireless
Reviews and Complaints

Since using this company in 2021 I've had to get 4 replacement phones. I never damaged the phone, instead they became overheated, or circuit failures caused phone to freeze, at times the phone would not receive calls while seated next to the person trying to call my phone. Lately they sent out the UMX models, as well as Schok Volt. After 2 days they just went blank, and can't be powered on, the equipment is poorly made and should not ve issued to people who are already at an economical disadvantage, or people who rely on it for connection to medical assistance, the elderly or disabled. In an emergency, they could die. The government I feel should revamp the program, and quality standards for equipment being distributed. I also believe a class action lawsuit should be filed against the FCC and these Wireless ACPs.

Phone not ringing, will not hold a call, must continue to push power button to hear caller.

Contacted Assurance 4 times. Originally Assurance offered me a free upgrade phone. this would solve my problem. When I called to obtain the new phone, the agent stated it would arrive on February 6th. It did not. I called on February 8th to find out, and this agent stated that I needed to enroll in the ACP program. It just so happens I was already enrolled in the ACP program so when I gave them the number the agent stated that it was not valid. I applied again and called assurance again. This agent stated that she would sign me up to the ACP program and I would have to wait 7 - 10 days and it would show confirmation validation on my email then call back and I would be able to receive the new upgraded phone. Unfortunately, the phone is unable to hold a call. It has been 10 days no confirmation. I call again to ask to speak to supervisor and or complaint officer. I Was told to hold on and was hung up on. This is a nightmare. All I need a working phone. Please help.

2/15/23. My phone service was cutoff this morning for no justifiable reason. I've had Lifeline service for many years and haven't had an issue with it until now. I'm seeing that it has been taken over by T Mobile. This is my only phone, I am 63 and disabled and distressed with this situation. I'm seeing an awful lot of complaints and wondering if my problem is going to be resolved within a reasonable amount of time if at all. This is horrible!

I was supposed to get a replacement phone I never was received I told them I moved and when I went back to the old house they said it never showed up I have called tons of times they lie everytime saying they will send another then I have to call so many numbers I have bn told to email different ones this is for the birds can someone that knows what they r doing and knows how to do there job right please help me

Everything was good until they went with TMobile

Now the phones work sporadically and when you try to get help, they give the run around until the warranty expires and demand more money for another phone.

Last time they had to send three phones, all the same (SCHOK 55) because they could not activate the service. Took over 35 days without service. The phone never did work correctly. Had to make phone calls from my text files instead of just calling from the phone app. Paid for my last phone in July 2022, it died for no reason on Feb 10, 2023, approximately 7 months. It just shut off and would not come back on. Don't sign up with any company that uses TMOBILE do your research.

Never received the phone I paid for back in December and called and told them I want my money back never seen the money are my phone so eirth I get my money back are I will sue for it I just want my money back period I've called them several times and they keep telling me we will refund your money and still nothing and they phone they claim they sent was never sent couldn't find the tracking number so I told them I don't want there service anymore and I want my money back I had to buy a replacement phone cause mine stopped working

The screen on my phone shattered and I was told in December they were sending a replacement. OnFeb.9, still no phone, called that day, spent an hour or more talking to Assurance wireless. In the process of giving my information again, and was told AGAIN, they would send a replacement,the call was dropped, and they didn't call back. Placed another call, same day, and was told COMPLETELY different story. That they would charge $40 if I wanted a replacement phone. Even though their website says otherwise. They're almost impossible to reach out to and calls get dropped almost every time. Just to get different and misleading information each call. Horrible service!

I signed up for the Refer a Friend program so that I could help my friends and neighbors get a reliable way to communicate. How it works is that after you register for the program, they will email you a letter with a specific code on it. Well, that would be great if I were dealing with friends and neighbors that had a way to apply. So I would just sit with them, click the code, and then I would type in the responses they gave me for each question on the application. I thought I was doing great with signing up 9 people. Then, I received an email verifying only one person had signed up under my code. I know better because I did it myself and wrote down each person's application ID. I called 3 times in a month and they are still not rectifying the situation. First they are telling me the friends and neighbors have to keep the service for 90 days when I screenshot the page where it states 45 days, and they keep telling me to wait 3-5 days for the other new customers to show up under my account.

They keep sending me the same phones ive had in the past as replacements that did not work right and are known to be defective after I purchased a replacement phone that became defective after 2 months I would like to get the same model that I had to pay for replaced not another model they keep saying we dont know what you get cant garuntee what youll get how can that be true when I was able to get the phone I have now and know what it was before they sent it to me!

My phone has been sent to the wrong address twice and I still have not received my phone. I have talked to assurance wireless at least 8 time in 10 days, repeating the same info to them and hearing the same promises. I gave correct info when I applied, so I can't understand why the info in their system is incorrect. and they asked for last 4#s of SSN, which they don't need to ask. Also, I never received any tracking numbers. If I don't get the phone in the next 2 days as promised I'm filing a complaint with FCC, this phone service is a government agency, but is incompetent beyond belief.

I contacted Assurance Wireless and told them my phone would not hold a charge. They refused to replace it.

The phone refused to turn on for several days then worked for two.

Now will not turn on again.

I am a senior citizen on a stringent income and live alone. I must have a phone for transportation, doctors' appointments, groceries, and medicine.

i have has their free phone service that is until decembir 9th of 2021 at which time i would be losing service..i was reinstated by california lifeline and by e-mail was told i would receive another pfone..it is now january 30 and i have nothing..i have written them in early december 2022 but havve never been contacted..i have been doing without, i have no waay to contact anyone..i am stresses and anxious, they were told of all the issues this is causing me..i am now losing my sight. i am unable to contact some creditoors..i am so sorry but my stress level it way to high..contacting them is impossibe so i just do not have any way to do anything..ALL I WANT IS A PHONE AS PROMISED..SO HARD WITH NO WAY TO REACH OUT...CAN U HRLP..DO NOT HAVE ANY PROOF OF THIS ..LAST INFO WAS SENT BACK TO THEM AND IT STRESSES MY ISSUES BY NOT HAVING A PHONE..AS FAR AS I CAN SEE I DO HAVE AN ACTIVE ACCOUNT WITH THEM..

My father James went to one of the outside under a tent Assurance Wireless government phone places. Of course he qualifies and he is excited because he was currently using a flip phone, but he plays a couple games in my big face phone and he just loves it. He is in Disability and he is 70 and it doesn't take much to make him happy, but the customer service at Assurance Wireless had gotten him all upset and continue to upset him.

That day he got his phone, 2 days later phone went black.. tried to charge it but nothing. He goes the crazy roller coaster AW representatives have been putting my dad through. We took the phone back to the same man he got his phone from. Of course there is nothing he can do we need to get in touch wi try h... blah, blah NO HELP, but he did give him a security pin. While we were still sitting in the parking area where he got the phone we called AW. Promised him a phone and they were all sweet, except 1 MAJOR PROBLEM. I personally told the lady rep 5 times my father's address because he now living her at my home. I kid you not I told her several times during that 1 call. Great, everything is going to be good and my father got excited once again. Day 1, day 2, now these are days the phone was supposed to be here. My father James decided to call AW and see if he anything happened. Of course it did! After speaking with a rep, James got do upset because obviously the rep we spoke to didn't change his address and all they supposedly had was his old address and the cell phone was delivered there by FedX. We ended up with a tracking number and it was up to us to figure out where the phone was.. Or the wanted me to file a police report. WHAT? I told them that I was not about to make a false police report, because they (AW) drop the ball and made an error by not changing his address. She told me that a police report has to file before he could get a replacement phone. I said they could do the police report because they phone was not stolen, it was sent to the wrong address and FedX did their job a d delivered the phone. I said where I live your u can go to jail. We went back and forth then they hung up in my face. We did call FedEx, was told the phone was delivered to James' old address and since it didn't require a signature, the new owner of the property received the phone. FedEx was suppose to be try and get the phone back and return it back to AW. But there is not a AW or FedEx rep that knows anything about it. I got told we now need to pay for the phone... what? AW is the reason all this happened.

I’ve had Assurance Wireless for years now and never call or complained. So when my phone had issues, I call customer service. The first call was around October of 2022 and they said that I would be getting a new phone. I waited for about a month but the phone never arrived. I then call back in November, they apologized and said that they found the issue, not to worry and they would be sending a new phone. The phone was never delivered. So I called again and the new customer services representative stated that they found the issue, I needed to pay $29.00 for the replacement. I let them know that this was something new and no one had said this before. I asked for a supervisor only to be transferred to another customer service representative claiming to be a manager with an unfriendly attitude. I called back and now the new representative said you just need to pay $9.99 and we will send you a replacement phone, so I did, the phone never came. I am very patient so after waiting for an additional 3 weeks I call back in January. This representative was very nice and she asked the same questions but we informed her that the phone was lost now. She said that I would be getting a new phone in 7 to 10 days, you don’t need to pay anything we already have your $9.99 on file. Two weeks later, yes you guess it, no phone. So on January 27, 2023 I called again and the new representative came with a new story. “Your phone is out of warrantee” the representative said. I informed her that I received different story every time I called Assurance Wireless. I expressed that her company does not convey the truth and that this is a lousy company. I was informed that someone from their company will be calling me back today. Now, if you are reading this then please know that the phone did not come and no one from Assurance Wireless called. Since all phone conversations are recorded, my experience is easily verified.

Hello on 1/25/23 I contacted Assurance Wireless to notify the company rep that I needed a replacement phone I am currently without 0 income and explained this to the representative. Who stated to me after being placed on hold several times and a call wait time of close to a hour. The rep told me that she was told by her supervisor to wait 24 hours then she would call me back to complete my replacement phone,

During this call I exained the urgency of my request. The assurance rep continually stated that she will be contacting me the following day which would be 1/26/23. This never happened she stated I would not be charged for my replacement phone, she said she spoke to her supervisor and was told that I would receive my replacement phone between 7 to 19 business days I asked would there be a charge she said no. I waited patiently on 1/26/23 which she stated she would be the rep who would be contacting me I was assured that to only receive no call

I eventually contacted Assurance on 1/26/23 and was hung up on twice called back and placed on hold The experience of Customer service wasdisa

asked her she could supply me with a email confirmation stating this she stated that rest assure our calls are recorded and that she would need to request this email confirmation of our discussion on 1/25/23. I awaited this call from Assurance on 1/26/23 the customer service was disappointing I still have not heard from Assurance Wireless to receive a replacement phone. I am reaching out to resolve this matter because I was told that I would receive a replacement phone between 7 to 10 days after 24 hours of the rep cancelling my account and reregistering me I asked her how she know my information she said she has it and will be contacting me with my information for the new application none if this happened. My name is Angela Wren [protected]@yahoo.com my best contact information is [protected]@yahoo.com [protected] I'm disappointed how I was treated with this company and is why I'm giling this complaint.

I just received the schok volt sv55. I got the phone because I am not working, and I needed a way to find employment. It was given to me as part of a government program for low income people who have no phone. First off I appreciate the service, but the phone is dangerous... This phone is new and it gets very hot when charging. It doesn't have to charge long either

From karl downs: for the past three days, I have not been able to make any phone calls, texts, or receive email. I have spoken to three different techs about this issue, but they have stonewalled me. I even tried to turn my phone off for 24 hours and turn it on again, but my phone service has not returned. The woman I spoke to on januar 24 at 12:15 pm claimed that cell towers were down, but the phone must be defective. I tried to get them to send me another replacement p. I was met with indifferece.

I ordered a replacement moxee cell phone as a replacement in which I paid for, because I received a phone about a month prior and it stopped working. I requested another replacement , in which I was told on multiple ocassions , that I was not eligible for a free replacement, because of the short time that I had the one previous. I have been without a phone for over a month now, because the company is insisting that I pay for another replacement.

On August 2022 I called Assurance Wireless because my phone had fell and broke. I was told that I needed to pay for that phone which I did, they said I was to pay for a new phone, and I paid again and never received the phone. There was a credit for $20.00 and $19.99 for an upgrade replacement (MotoG 5G) phone. I called again on October 2022 and many other times spoke to John, Mark, Nathan, Nelson, Chris they all told me not to worry that I would receive the phone, then I called again, and they said that they would discontinue to MotoG phone. I am a handicap person. I would like to complain and also get a refund that they owed me and never came.

I am in a nursing home and I received one of your free government phones App# Q65305-85663 and I have been trying to reach someone b/c my phone will not charge or even turn on for that matter, I only used a couple weeks and it totally shut down, been trying to reach customer service for a replacement and have gotten no where. I am very upset as this phone is my only connection to the outside world.