Assurance Wireless
Reviews and Complaints

My name is Richard James Lopez and I am having all kinds of issues with Assurance Wireless. This BS company has given me a bogus tracking number, in regards to my replacement phone. FedEx has told me that they've only supplied the label but they haven't received any package to ship to me and contact the provider. When I call Assurance Wireless, they claim to have shipped out the phone to me and I have received it... Which isn't true. Now I am seeing they do this to a lot of their customers. Currently, I am fighting them, to get my Lifeline Plan upgraded to the ACP Unlimited Plan. I've had AW and the unlimited plan for almost a year but I noticed on July 2, I was back to the basic plan. Called them up to see what happened. I have heard that my state kicked me off because the information I have to prove my eligibility was wrong. I have heard that information I had given was expired. Either way, I applied over the phone, for ACP, with multiple representatives. I applied online as well. I get told wait this amount of time or that amount of time by countless representatives and I still haven't been upgraded to unlimited and it's two months now. One person tells me they need an application ID that starts with the letter B one tells me I need the ID to begin with Q or B and either way it was given multiple times. I even gave my Lifeline username and password to the representative so on his end he can see, with an active Lifeline Application, it isn't possible to create a new ACP application. I thought this situation would be resolved be I spoke to a representative two days ago and I am still waiting. On top of this, I am receiving emails texts and calls, to recertify, for Lifeline, by October 22, but this company claims I have to recertify in January. I don't know if I should listen to them because they seem to be denying me service and I don't want to lose the little service they are continuing to supply me. Truly unprofessional and a headache to deal with them They should not be allowed to continue operating.

Every single time I'm on a phone call out of nowhere it goes silent for like 30-40 seconds and I can not hear the person I am talking to at all and it keeps happening throughout the call. I called customer support regarding this issue and supposedly they troubleshot my phone but it did not help. This is ridiculous! I did not have issues with my other phone. It started happening as soon as I activated the SCHOK.

A "welcome letter" was mailed on August 14 and I didn't receive it until the 27th. They noted in the letter there may be a shortage of phones. I don't have another phone to use to find out the status. After reading all of the reviews on this board, I should have done some research before settling with Assurance.

James Hinkson

1859 Se 161 Ct

Ocklawaha, Fl.

32179

Phone # [protected]

Code 381950

Since June 2022 I have been calling the customer support for a correctly operation phone.

The phone you gave me for the 5G upgrade was a Samsung Galaxie s10 and it worked fine. Then I dropped it and shattered the screen. I called and asked to purchase another phone and wanted a Revel4 Plus and was shipped a different phone. It worked for about 2 weeks and the sim card quit working. Phoned again and they sent a new sim card. The phone worked for about 5 days then quit and would not turn on. They sent another phone which is a Schok Volt sv55. This phone works good for text and once in about 30 phone calls come threw like it is supposed to. When I push 611 for the customer service it says " this service is not available with out a code."

The phone hangs up the calls about 1 second into it or it cuts in and out with most of the words not going threw. I have complained about this phone many times. Rye is the last person I talked to and He said that I would be receiving a new phone in 5-7 days. It has been past 7 days and no phone.

Since I purchased the phone it should be the phone I asked for the first time.

I have been with your service living in the same address for 8 years+ and have not had the problems like I have had this past year. People just tell me what I want to hear and lie to me about what they are going to do and then when I hang up you want an assessment survey from me and I refuse because I am too angry to answer these questions properly. I have returned the phone that quit working with the new sim card installed and will send this one back also. It does not work for me. It is programed with the latest updates and Lara supposedly redid the connection from her end. All this I have no control over and am so tired. I am diabetic and have to be able to call my doctor to get the correct insulin dosages. I missed an appointment with Him because they could not get in touch with me to verify the appointment. I also have to get privacy codes for my banking to pay bills and cannot do that accurately.

I sent a mailed letter explaining all this already about 3 weeks ago and have not heard anything from that either. E-Mail : [protected]@cfl.rr.com

Please do something to help me please.

I got an assurance wireless smartphone and they said it would work where I live but I can’t get a network connection in Hartsville Tennessee where I live and they are wanting to shut my service off so I think they need to fix the connection where I live thanks today is August 29th 2022 and I got the phone on July 1st 2022 and my name is Hannah Davenport and my email address is hannah.[protected]@icloud.com

wow worst service by far... destroyed my account every which way didnt listen to what i actually was trying to do which was get a replacement phone and instead cancled my service screwed up my lifeline elegibility even took it upon them selfs to report my phone stolen refused to transfer me to a suppervisor as well as get any numbers like HR refused to give any names or employee id numbers so they could be identified hung up on me multiple times and spent 6 hrs fixing there mistakes only to have to re apply again... if u ask me go anywhere else q link or whatever... almost better with no phone at all. dealing with them aggervated me so much and wasted my whole sunday afternoon because they staffed half minded [censored]s to answer the phone and read what it tells u. ask a question the screen doesnt have an answer for and they go on repeat answering whatever question u had last smh... the worst

So I received my assurance wireless Schok volt sv55 phone on August 8, 2022 today August 27, 2022 not even a full month and all of a sudden today the phone started rejecting my SD card and then flickering really really fast. Next thing I know my screen is completely black and the phone is shut off. I have tried putting it on charge and the red light that usually comes on at the top right is not even on when plugged into the charger. I have no idea what to do exactly.

August 23-22

My is Siobhan Thomas I have service with assurance wireless I have been having problem with there phones can't call or get calls when I call them about the issues they mailed me the same phone I'm having issues with I asked them to upgrade my phone that will work better and they refuse to and hung up on me I'm not happy with there service and I wish you would do something about there customer service they can't even speak good English they sound like forgers I like it keep my service with assurance wireless only if they ungrade my phone that will work

Thanks again Siobhan Thomas

Assurance wireless promised me a 5g phone on the t mobile network no less than 4 times. I receive a gsm 4glte phone and when I call customer service I'm told that they don't offer 5g phones but they offer a 5g network. What good is a 5g network with a 4g phone. This is a classic bait and switch. I've been on hold waiting for the supervisor's supervisor for 40 minutes now. I only want what they promised.

I paid $43 for a replacement phone. I did not get the same phone. I could only get internet no calls or text. When I talked to customer service I was told to wait an hour. The phone shut itself off and would not power back on. I again called customer service filed damage phone complaint and was told my phone would be expressed shipping. This was 7 days ago and I still have no phone. I have no other access to internet other than your phone. I have not been able to have my weekly zoom call with my psychiatrist. I have not been able to confirm my colonoscopy appoint with my gastroenterologist because I do not have a vehicle. I do not live in a city or town and have to make calls to get a ride to appointments.

Your "service" is terrible.

I got a phone in June of 22 and within 2 weeks was not working right called and complained said I could not use phone because working on tower in area. Bull others could use there phone so why not me would go to different county and could not use. Did not send old phone back because was using to check email and mess. Continued to ask when tower would be done to use phone ,not yet. Then phone completely died. Now I need to send old broken phone back to get a new one. Grr now can not transfer any info! They got on mon the 15 ok we will verify and send new phone. Week later mon.22 called had to give tracking number again. Same thing Willie verify and send phone Bull. I need my phone! My life line! What if something happens to me or someone needs to call me? Been waiting for weeks!

i've purchased a phone and was originally told i would get a Samsung galaxy S5.

well, fast forward- i've gotten a UMX twice and now they just sent me a SCHOCK volt.

i was promised a galaxy- but even if i didn't get a galaxy because apparently they are "back ordered" for months- whatever that means- this phone isn't even running good RAM or Data. i would've never paid assurance wireless if i known this was a problem with the company which clearly it is.

i want an upgraded phone- not a downgrade from the one i originally had!

i paid money for it-

On phone #4 since having to beg to get original service. Wouldn't terminate my original eligibility but had run around pulling my hair out of my head trying to get one of your fake employees to be genuinely helpful. Kept saying one reason or another why I could not get out of their contract so I had to SETTLE w/Assurance again.my service cut off 3× plus phone doesn't ring out loud. Can't be heard or hear person other end. On&on&on&on&on

I have had AW service (through Lifeline program) for a few years & it has been okay, not great, just okay. However, today I was not able to use my phone as it appears that my account has been cancelled. I made 4 different calls to AW (can only talk with people in the Philippines, poor connections, crappy music, people talking in background, etc etc). The number that I have always called to get to AW now gets me to Sprint. The folks at Sprint tell me that they cannot access enough of my info to help me. One told me that they could not transfer me, but the other 2 could ?!? Really? When I did talk to someone at AW they had me check various stuff on my phone (this isn't a phone problem), told me that I had no balance left (duh, I have unlimited minutes plus I do not pay anything since this is the Lifeline program, so I felt that I was either lied to or the rep didn't know what they were talking about). Then the rep told me that it was a cell tower issue & they would transfer me to a diff tower. I got hung up on & the phone still didn't work. Another rep transferred me again to AW but I guess they do not answer phones after a certain time so I could not reach anyone. I also tried to access my account on the AW web site but it is not working! Again, "Really?!" What if someone was having a crisis & was not able to reach the help they needed because AW's service is pathetic? Our government dollars at work! I will be contacting my Congressional rep & I would encourage everyone with these problems do the same; otherwise this will never get straightened out!

Cell phone network went out around 8am 8/14/2022. I called customer service they claim the tower in my area is under maintance. This just happened to me with them not even a month ago and they told me the same thing. I told them that I have a sick child in my house and I was on the phone with thedoctorwhen the service just cut off. They told they was going to put me on another tower in my area. Mind u last time this happen the other tower worked out great. This time she said she switched me over didnt tell me to power off my phone or anything. Asked to speak to supervisor . lady came on and said all towers in grade a is down we cant do anything and hung up. If all towers are down how am I using my neighbor phone she on the same tower as me. For the government to use this company for free service and pay them they went the wrong company! They put my child life in danger. Company needs to be sued and shut down

Hello,

I have called Assurance wireless 3 times about the quality of phone that was sent to me.

I received the SCHOK phone (202.609.5631). This phone since taken out the box is HORRIBLE. You can't make calls most the time because it states out of service (even though it hasn't been moved in a Very Well speed internet area). I have missed SEVERAL important job calls and couldn't do a Teams Video Interview because the phone isn't capable. I can't take photos to upload documents. It has no smart phone capabilities working.

I called and spoke with Mark today, who clearly is cluesless to his job. I was told you have no tech to help with phones. He then told me to turn my phone off for 2 hours. I totally didn't understand that. If you don't have a meen for us to fix the non-working phones you send, then this program is clearly beyond your capabiltity.

My name is Jenifer Sims. I have been waiting for over a month for a phone to come in. My phone has been taken again and I need to suspend the line. My phone number is [protected]. Do not allow anyone to take this number to a different carrier or gain ownership. Please change my one time code to 091963. If I had a phone to call from I would.

Please suspend service immediately.

They denied me a replacement phone for days because I couldn't remember when I opened my account. I had fallen on bad circumstances and had lost my phone and was ill. Because I couldn't remember certain things, they kept saying they could not send me out a new phone. They finally did after stressing me out over it. They also charged me $30 dollars for the replacement phone because I had returned more than one phone within a certain period, so I paid them for my "free" phone. Later it dawned on me that the other phone I had to replace was so horrible. That model phone was a real piece of crap. Customer service admitted that customers had also complained. My return of that phone and then my recent need to replace the better phone I received previously and that one was lost. Anyways, that doesn't seem fair to charge me $30 for my current phone replacement. The one they sent wasn't working properly and I asked to send me the better model Unimax phone that I had just lost, and they sent the same model. Wow! I had to get a friend to help me with the 1st replacement phone. I was never told to return anything. On July 21st, they cut my phone service off without any warning. No text message or e-mail contacting their "loyal customer.

July-Aug-2022 Assurance wirelessuch to live on. informed me that someone switched my company and was no longer with them, I told them I did not do that and they told me I would be switched back to assurance wireless. I waited and waited for my new phone. I called, they then told me I had to reapply which I did and they told me again I would get a new phone and I did qualify and still nothing. I am on Lifeline. They told me the rep I talked to gave me the run around and they would straighten it out and still nothing. I need this cell phone. They keep giving me different numbers to call. I am just lost of what to do. I sent them all the info they wanted. I wish so bad that someone would help me. I am elderly and live alone, I need this help.

My phone worked for a little over a month with spotty service, delayed text messages and dropped calls before it just shut off and wouldn't turn on or charge. I called Assurance Wireless T-Mobile / Old Virgin Mobile and they said they'd send out a replacement within 3-5 day's. I waited 3 weeks & I called back twice within that 3 weeks and each time it seemed as it was the first time that I'd ever called. They acting as if there was no records of my call and each time would give me a different confirmation number for my replacement phone that never arrived. They have a web tracker that supposedly tracks the order but it doesn't work. I have USPS informed delivery and that didn't show any deliveries either nor did FedEx or UPS. So I finally just bought a new phone service & called to cancel the Assurance Wireless T-Mobile service so I could apply the government aid somewhere else. They said they would cancel the service within 24 - 48hrs. So I waited 72 hours and the service was still active (verified by calling my voicemail). I called a second time to cancel the service and was told the same thing and I waited again 72 hrs with the same results. Well by now Assurance Wireless T-Mobile has charged the government another month of service for a phone that was only used for a couple of days the prior month. So I'm asking myself... Is this just a scam? Is this company just taking money from the government and giving really poor service or none at all? It kind of makes you wonder because each time I speak with Assurance Wireless T-Mobile agent within a day or two I receive an email from them stating everything has been taken care of... When they've done absolutely nothing. Then when you ask them for a supervisor they will stop talking to you and remain silent until you finally hang up the phone. I'm going to call again but this time I'm going to try this... In the beginning of the call they ask you if you want to take a survey at the end of your call. Select "yes" then when you do the survey select 0 for the quality of service they provide on every option. It will then ask you if you want to speak with someone else that might be able to resolve your issue. I think that might just be the only way to speak to someone that just might be able to resolve your concerns. UPDATE: It's definitely a scam... My voicemail is still active so I called back for the 3rd time in 12 days to cancel the service and once again I was assured by an Assurance Wireless T-Mobile agent that the account was taken care of and that he'd been working there for year's and knows what he's doing. So I stayed on the phone & left a "0" star review, followed the phone prompts and spoke to another representative. After the agent reviewed my account she also assured me everything had been handled. But only after asking the agent multiple questions and getting deep into conversation, it was then finally revealed that my service was "suspended" because I lost my phone. Then I advised her the word "suspend" has a different meaning then cancel or disconnect & that I never lost my phone it quit working about a month ago. So she then again put me on hold & then came back and said it would be handled within 24-48 hour's. That's the same thing the first agent I spoke with advised me when I tried cancelling about 2 weeks ago. I've made it very clear every time I've spoken with these agents that "I do not want the assurance wireless service or anything else to do with the company" I've even stated that I want these benefits to go towards my cable bill and that I have new phone service with a different carrier. The agent's at Assurance Wireless T-Mobile will not say the word "cancel" they are afraid of it. So now I'm waiting again to see the outcome of my call. I've now spoke with 4 agent's about cancelling my service and 3 agents about a replacement phone. Now when I call my old number with Assurance Wireless T-Mobile it rings busy... As if it's only suspended because if it was disconnected it would say the phone number is out of service. So I'm going to give it another 72 hours..., I've never been thru so much headache with a company before. I'm not sure how any of this is even legal. Please make sure this account has been terminated, canceled, disconnected because I know longer want it.