Assurance Wireless
reviews and complaints

I have been a customer for quite a few years, started out with a flip phone then Assurance contacted me and offered a free newer phone. Which worked fine when I first got it. After a few years the phone buttons stopped working, Its very difficult to make and receive calls, can't text just time for a new phone. So I called and purchased a new phone on Sept 21st, 2022 $44.84.

Upon receiving the new phone I called you to activate it. NIGHTMARE begins

On the phone with multiple service reps, when I tried to make a call it sent me to T-Mobile customer service. No matter what your employee tried it would not activate, would not work. After hours of frustration you sent me another phone stating it was better and it will work.

Received the replacement, same problem one of your reps said I should turn it off and wait 2 months for it to work. RIDICULOUS Not paying for something that doesn't work.

Assurance sent me 2 return envelopes for the 2 phones they could not activate and upon you receiving them I would be refunded.

The phones were received on October 17th, noon in Plainfield, IN.

tracking numbers [protected] and [protected]

I called today wondering about my refund and the rep and 2 supervisors said I will not be getting a refund. they offered me a replacement phone

I DON'T WANT SOMETHING THAT DOESN'T WORK

I WANT MY MONEY REFUNDED

Please contact me ASAP Richard Gallo at [protected] if I do not answer please leave a CLEAR message to me I snap shot all issues regard all of these matters and including conversations please respond back ASAP regarding these issues thank you regards Richard Gallo dates from August 16, 2022 through October 30, 2022 Numbers called [protected])919)2110 and online at assurancewireless.com

I contacted customer service about getting a replacement phone. They processed my request, gave me a confirmation number & said i would receive my phone in 3-5 days. Well 9 days later i still have not received my phone. I called customer service again & the man i spoke with is lying to me about why my phone hasn't came. My first phone was aent to my po box where all my mail goes to, but now he's trying to say that it cant me mailed to the same address as the first phone because it will get lost. He's trying to send it to my residential address that i cannot receive mail at. I need my replacement phone sent to my po box just like my first one was. It was sent to my mailing address not my residential address.

My name is marilyn marquez. As i was going into a grocery store around september of 2022 was approached by an agent giving away phones. Was wanting to see if i could qualify for a phone and was told that sadly i did not. Was not given a phone or phone number and walked away. Weeks later receive a letter thanking me for signing up with them. Was surprised because was notified by the man that i did not qualify. Feel like the agent stole my information to benefit his pockets. Sadly if he did it to me wonder how many people are having this same issue.

Hi my name is nyla Nichole klekamp. I am writing this bc I got told back in Aug of this year that I would receive a phone from the one I had shipped back to u guys. I even talked to five different employees of yours. Even talked to the supervisor. In which she scheduled me to receive a phone in October of this year I have been waiting and have been lied to by 6 different employees I was either supposed to receive it on the 11th of this month or the 15th and now here it is the 24th

I called the company because I NEED my phone.. About a month ago they upgrade cellphone Moxee is a dangerous cell phone and it get to hot and with 1 months stop working, I push to call my daughter and the phone start dialing other # and I push the bottom to stop the call and wont work I have to turned of over and over, I try and add and start other adds, this phone seems to be posses by something and I call and complaint and I did not get anything, but I got a box with a envelope to return the phone and if they don't get it in 15 days they will turn my service off, I am like what the [censored] is this. I have been a loyal customer to this company for 2 years and never had a problem till they upgrade it with a moxee cell phone the sucks, and obviously seems like they dont care. Now, they won't help me!

NOW ASSURANCE WIRELESS keeps telling me for the 4 time they will send a new cellphone and will arrive in 3 to 5 days, but never got a tracking # and all I got is their envelope to return this one.

SHAME ON THIS COMPANY called ASSURANCE WIRELESS.

The emails I received from Assurance Wireless that I replied to according to their email address given to me in the email, which comes back undelivered.

In regards to (RMA) Order #: [protected]

Originally I was going to send the phone back to Assurance Wireless, they sent a replacement phone which got stolen, then I canceled my account with Assurance Wireless because Assurance Wireless was taking too long with the investigation, then the phone was recovered by USPS, they found it delivered to some other location, then I reestablished another account with Assurance Wireless, I asked if they still wanted the phone, and their rep said be assured not to worry about it that they didn't need the phone, so I destroyed the first mailing label. Since then Assurance Wireless has the audacity to send threatening email's telling me if I don't send them the phone they are either going to suspend or cancel my account. I have called on countless occasions, one rep claims I'm going to receive the prepaid mailing label in the mail, after not receiving the info in the USPS mailing, I called on various occasions and several representatives claim I should receive it within 7-10 business days; the last claimed within 48 hours, but I have not received such mail. They don't have to worry about canceling my phone service, I did it already for them; and I am receiving phone service through another company. If the left hand doesn't reply to the right hand in their company, then I refuse to do business with the likes of Assurance Wireless. If they still want the phone; they need to send me a new prepaid mailing label, because I'm not paying for the return. It was originally a Life-Line free phone that I'm eligible for, the phone PUK locked me out, several reps that I have called have no idea on how to un-PUK lock the phone, as if there is so much incompetence in customer service. That's why the phone had to be replaced.

I purchased an assuranc wireless phone from an homeless shelter on the 6th of sept. For $43.23 the phone I recieved worked for approximately 8 days w/ problems I was sent an replacement phone which worked approximately 15 days w/ problems as well also documented worked then on or around the 12th of sept I was sent yet another yet different device model umx696cl which worked for approximately 12 hours when I borrowed someone's phone to call them for an replacement they sent the same exact model which worked for not approximate but 4 hours then went dead during a call just like it's predessor now I have contacted assurance wireless to send me a return envelop to send the phone back to and to have my $43.23 refunded to me and I choose a phone of my choice to continue my lifeline service

I've been with Assurance for about six years. This past year they sent me an upgrade phone. Towards the end of the one year warranty I noticed the phone felt a little warmer & case slightly bulging. Not expecting nor barely using the phone (sits on kitchen counter) the condition got worse. By then, concerned, it was now about a week or so out of warranty. Now the case has completed split and the phone is hot all from a slowly becoming defective lithium battery. Now dangerous; a fire hazard with potentially deadly consequences Assurance refused to replace unless I bought a new phone. Conclusion: Someone has the wrong priorities.

They kept telling me to apply for Unlimited. I did on the website many times. Then I called and got through to a person. She took all my information and then gave me a number to call to check how it is doing. Sadly, she neglected to give me my request number. So now, I'm stuck with a rapidly declining phone that almost daily forces me to delete apps to make room for the constantly growing size of Google updates.

I am a disabled older adult on Social Security, and I feel like this company has taken advantage of me in my situation and that they are reaping benefits from the government that they are not passing onto the customers. I would bet if someone investigated they would find that the money is going in pockets and not to Service for customers. I have been with Assurance for about a year. In that time I've had to replace my device three times, and each time it is taking months to get the new device, only to get the same device with the same problems, and then to be told that the replacement device that I only got a few months ago is out of warranty and I would have to pay for another device. This was the final answer from a supervisor after I was lied to by several chat representatives and phone representatives promising brand new phones, one of them even promised a brand new Motorola flip phone. Instead you get an offbrand phone that you don't even know where it came from or how to fix it. And the agents don't know how to fix them either. My devices just stopped charging, stopped working properly, and then shut down all together. The last one shut down completely and cannot even be turned on to retrieve information from it. I'm moving onto another provider and hoping things will be better.

About a month ago the company locked my phone, FORCING me to do a complete reboot. After rebooting my phone it started cutting off completely, would bounce off and on, then turn off and not turn back on. I called the company because I NEED my phone for my job and they tell me that the warranty has already lasped and the ONLY way to get another phone is to pay for one. If they had never LOCKED ME OUT OF MY PHONE, I wouldn't have had to do the complete reboot. Now, they won't help me!

I have been a loyal customer to this company for a year, yet when I needed their help they pounced like a Tiger on a deer. If this is how this company is going to treat it's customers,they should shut down! I work part time at 15 hours a week, my paycheck barely covers my cost of living and NOW ASSURANCE WIRELESS demands that I pay $39.99 for a new phone! SHAME ON THIS COMPANY for taking advantage of those that are already facing hardships.

I don't know how this happened but I was with Lifewirless for 8 years and out of nowhere I received a text message saying that my service will be moved to Assurance Wireless. Lifewirless could not explain how this happened or who did it but they automatically cancelled service & cut my phone off. I called Assurance and they kept saying that they would

send a phone. I called every week and they said that the phone would be there within 3-5 business days. Then they told me that my information was nowhere to be found in the system. 2 months went by and no phone showed up at my house. I called and they said that they sent the phone 2 months ago & that someone was using it in my name.

So I never received a phone and I lost service from a company that I was with for 8 years for no reason at.

I called about a peomotion and ANNE answered but at the end did not finish conversation and hung up on me.

I called back and Mya answered the problem but I wanted to do the survey but it kept hanging up before I coule do it .

I called back for survet but care person kept putting me on I ask for Supervisor 5 or 6 times she kept ignoring me

I called back Jon Joy was not any help at all thats three people employed by Assurance Wireless that you probably do not need playing on the job with custermers is never a good thing even when it is a free service, always treat others as you would want to be treated

I have been trying since Sept. 13 to get this company to take off unlimited internet they took my acp payment off of my home internet when they lied on Sept. 12th that they were my current provider and I was due for am upgrade. Tru connect was my current and Spectrum was my home internet being paid by acp. Assurance has lied to me for almost a month that they will change account to limited and have not. Called assurance 2 days ago to disconnect acct and they still have not. Called today and was told I have to wait another 24 to 72 hours for disconnect. I never signed anything with his company and they refuse to delete acct for me to go back to company I had prior which is Tru connect

Problems since day1 got approved & they sent me a moto_g phone no Sim card. So I had to call & they was suppose to send out a simcard..they sent schok phone that overheats & told me to keep the moto_g to use to connect to internet😔they couldn't connect because it showed it was registered to another person ...so school phone overheats & I asked for a better phone..they sent Sim card to go into moto_g..doesn't work..😟Im vision impaired so that bigger screen phone was a better choice..schok is defective..bad battery & I still am stuck with it..drops calls..can only use speaker phone because people can't hear me if I try to talk on without speaker phone on...I called 11 times spent hours of my life trying to make sense of this. They send me used phoned that are registered to another customer. .im so disappointed in them..today I called 2 hours of them not helping..I feel ripped off. Then they told me I could do the pay as u go minutes & I would get another moto-g phone for free. I don't trust it. I'm so lost & bring stuck with a schok phone that overheats is an issue. I don't want another schok phone..raggedy HELP ME.[protected]

My Lifeline program phone is over 2 years old. I called just to ask when we could expect a replacement for an older, becoming obsolete phone.

The CS person told me, not only was I currently eligible for a replacement, but actually an upgrade. And, would be getting a text with more info next few days. Great!

Never got the text. Called back, got the same response, so waited and again, never got a text.

Called again, was told the first two CS were wrong, please give us $38 and some change for the replacement upgrade.

I said no, I was told by two of your reps etc.. She spoke in circles, asking for the money, I asked for a Supervisor.

The Supervisor, said the same thing. So I asked for their boss. Supervisor finally agreed to give me an upgraded replacement.

After two days and no contact, I had a suspicion the Supervisor was not being honest, and nothing was going to happen.

Called again, to speak to a Supervisor again, who admitted the previous Supervisor lied to me. Again, I asked for their boss. They would not connect me. I asked for their Corporate contact info, so I could share my experience with the higher ups. They would not give it to me.

I found another number to call for AW, and after talking with another CS person, they had a higher up Supervisor call me.

That Supervisor was asking me why I wanted the Corporate contact info, and as I was describing why, we were disconnected.

They did give me a # for my case, [protected]

At this point I'm writing to Corporate as I believe I may have found the info online.

If they can't resolve this, the next step is to contact the Federal office in charge of the Lifeline program, and take it from there.

To say, most every time I've had to deal with this company, it's always a mess, they always talk in circles, do not listen, and lie. I'm tired of it, and it's going to end, as I will indeed go to the Feds if required.

Also, as a separate issue on it's own, the model of the phone they gave me that I have now, has been proven by professionals in the tech community to have malware installed on it. It was traced back to the factory where these phones are produced. The previous model before this model, was also found to have the same problem, fwiw.

The phone model is U693CL, as provided to me by Assurance Wireless for their Lifeline program.

I just spent 3 hours on the phone with Assurance Wireless so I can be told that the representative lied to me and the fact that I was told I would be billed for my replacement phone was a lie. I’m unemployed, no income, need the replacement phone to look for a job.

I can buy a Shock Vault cell phone at Walmart for $8.99 and Target for $9.99.

On the account history there shows over 1000 phone calls since June 2022 that I did not make or receive. Showing area codes that don’t exist like 123, 136, 181, 183. Also, never transferred my phone service either like you indicate I did on 6/5/2022. Does Assurance Wireless realize what a joke their company is. Train your employees, give them knowledge.

What ever the customer need is; figure a way to handle it on the spot. Assurance Wireless is comparable to the collect debt industry where you pretty much bully your customers to get them to pay. I feel like Assurance Wireless just harassed the Hell out of me. There’s Tornado evacuations where I live in Fort Myers, Florida as I write this. Assurance Wireless, doesn’t give a [censored] about no natural disaster or about me needing a phone to get a job.

This is the second complaint in two days. The first was in regards to a rep that wouldn't listen to us or knew what she was doing.

A few days ago, I had a Supervisor change the phone number that I got with this phone back to my old phone number. This is after the fourth time I called to do this.

Yesterday, my friend lets me know that my messages are showing the phone number that came with this phone, instead of the my old number that was supposedly corrected. I removed the phone number that came with this phone from my google account too!

Every time I call, the recording says there will be a 30 second wait time when it's always 5 minutes or more. Misleading. I spent time on hold today about this, he sends it to an Escalation Specialist and I'm on hold for way too long again. I just hung up. If a Supervisor can't fix this after four calls to these reps, I'm not going to keep doing this. All they are doing is causing me more stress.