Assurance Wireless
Reviews and Complaints

My Lifeline free phone stopped working. I called the company and they charged me overnight shipping by FedEx for the delivery of the phone but replacement phone was never delivered. Two days later I called company again and they promised to refund me $12 overnight charge and they informed me that the phone will come by UPS on Monday Jan. 11, 2021. They gave me a tracking number. Nothing was delivered on Jan 11th...That number is not in existence with UPS. My account shows that tracking number as FedEx but FedEx says no tracking number can't be fund. So they never sent me a replacement phone and they charged my credit card for overnight shipping. This is not acceptable. They lie to me every time I speak to them. Something needs to be done about scamming customers by that company.

Good Afternoon. I am complaining about customer service errors and delays. I received my replacement phone yesterday via USPS as promised in 5-6 business days. An error was made by the manufacturer I was told I would have to return the phone said Mary at Assurance Wireless. I was also told the manufacturer would send me yet another replacement phone via USPS. Delivery would take yet another 3-5 days. The battery died on my original phone Dec. 26th and will no longer charge. I suggest this is far too long for a customer to be without a phone for emergency services if need be. I also believe the battery life to be far to short for a phone just over a year old. I suggest immediate overnight delivery of said phone. I look forward to continued service.

Sincerely
Donald Ursaki
Bristol, Ct. 06010
[protected]
[protected]@gmail.com

Can't hear, can't hear on speaker phone, cant hear when volume is turned all the way up can't take screenshots of import things, can't see on small screen, can't use my old phone that I can hear on, can't afford to buy another crappy phone from assurance wireless.

I requested a replacement phone for my mom. I called the customer service to activate the phone, which arrived with a SIM card. They weren't able to accomplish this, so I was transferred to technical support. After multiple attempts, they gave up and said that the SIM card has a problem, so they will send me a new one. I called them back after about 10 days, to find out that no card was issued to me. They repeated the attempts to activate the card I already had, with no success. I was transferred to a different department a couple of times, to hear the same thing again: the card is defective, someone from a different department will contact you within 48 hours. Four days later, no phone calls, I called them back. Same story - someone will contact you within 1 hour, 2 at most.
After a total contacts of 6 times, I decided to file a complaint, I don't see another solution.

Please contact me due to several attempts to obtain my phone through online services and with Rep over the phone. I lost my phone and was calling to request a replacement phone rep screen me for a replacement and I would receive a replacement phone 7 till 10 business days never received my phone I contacted Assurance rep a month later was told my account close I had to reapply I reapply and was told I would receive a letter by mail if I was approved. Then never received a letter contact assurance wireless they said there was not a application on file after I gave them id application number I have a agency working for me due to being legally blind. I want a supervisor to contact me at [protected] I call several time and talk to rep with assurance wireless I was told I could reapply due to my account being close rep helped me reapply and told me I will receive my phone 7 Till 10 business days.

I've called customer service twice. My phone is activated. I can send And receive texts and my data service is great.. However I can only call customer service from the phone. And can receive calls. Both agents couldn't understand what what happening. Please help me. I don't know what else I can do. And the customer service agents can't help either..

My name is Malave' Contreras of Cincinnati, Ohio
Now I am grateful to have a mobile smart phone with a 350 minute monthly and some data for internet and text messages.

This is the replacement to two Assurance Wireless issued mobile smart phones that would "freeze" or become inoperable without any external damage from me, the user. I am very mindful about keeping all electronics cool but each of these 3 mobile smart phones provided by Assurance Wireless has quickly heated and cause the phone to malfunction or not function.

Another gripe, after fully charging the provided smart phones' battery within 24 hours of a fully charge battery — would become lower of power without the phone being powered-on or used and without the data or internet being activated to on. The low-battery percentage would VARY, but the fully charged 100% battery would loose power to about 93% to as low as 86% within 24 Hours of not being powered-on and not used — in comfortable room temperatures.

When the phone(s) are powered-on, nearly everytime I would be delayed to use any function, such as making and/or receiving a telephone call; I would have an Unauthorized "app" or application such as a Gaming-advertisement that would delay me from quickly or reasonably making or receiving a telephone call — quite annoying and a useless "app" because I am not interested in games and as smart as I am with computers — I have not successfully removed the game app — perhaps it's just add with the phone and not removable.

Another gripe is an unauthorized (by me) screen saver that I've not downloaded and attempted multiple times to disable and remove the screen saver; but different screen savers appear again delaying me access to any of the phones features.

Last is I've been offered and I've accepted additional free minutes and data — not certain if I've ever received these minutes nor data.

I offer exactly what I know versus what I think — so I never exaggerate or provide false information to provide details of my experiences being a current customer of Assurance Wireless.

[protected]@gmail.com

AW messed up my provisions. Now the phone I paid for, LG TRIBUTE, Is "locked" and All the great car's that can't comprehend english LOCKED up my $87 phone and say it's"no longer compatible with AW". They did that! Now I'm stuck out $87 and stuck with the bogus UMX device.

They are work in co hoots with a dirty cell phone company to take money from people who need and depend on That money . Very nasty company. Blackmail . they force you to use a cancer ridden phone or buy one from their corrupt phone company . Which sends you phones, ( check their unpaid reviews) that are not in working order and then tell you, you need a assurance password to get their return repair address. Quality one cell phone company Only sends You on a wild goose chase in other words to steal your money and not take back their phone, dirty nasty ploy knowing they can get away with it because your service with assurance is free. They work together because Assurance doesn't allow you to buy from anybody else. They corner you give bad phone and take your money . Outright theft. Entrapment People are afraid too loose their welfare tax government funded help, so they take what they get . It's a Rip off in the real retail world. Nobody complains because the tax payers pay for their service. Which gives the company you buy a phone from all the power to rip you off. And no Assurance does NOT let you go outside this company to buy a phone that really is new or works and really comes with a address yo can send it back to . Entrapment, Blackmailing company, because they know they can be, who is going to complain about free service even if they throw you to a cell phone seller that will rip you off ? Not many. Odds in their favor to rip you off and get away with it. And that's Exactly why and what they do.

I had them a few months ago they sent me two phones they both broke within a day or two.they were undamaged from the outside but no reboot screens on both.they blocked me from getting one elsewhere tried to charge me twice and lied Everytime they said something.i filed a complaint which got me nowhere with the FCC. They denied me a phone for a month tried to charge me for a free phone twice both had warranties that they never honered told me that they sent me a phone which I never got told me I need security questions the tent never gave me ect.o had another company and I went get another phone I got tricked into signing back up with them which I now get to go through this again.fraud lies galore.

I have to charge three batteries a night because the UMX phone sucks all the juice out of the batteries! I have had ten or more of these pieces of scapmetal! I recently had a Wico wireless that was tremendous and requested another one but was told the UMX was the only phones that were in stock so I'm stuck with another one with same results. I cannot believe that nobody else has complained! They need to recall the phones... Sincerely
Timothy McMorrow

60 plus hours convo w Assurance Wireless call center in the PI:

The call center in the PI has told me that my 2g Alcatel flip phone is no longer compatible with the newest, collective Sprint/Virgin/Assurance USA systems, towers, infrastructure as all this has been changed and that for this reason and for this reason alone, my Lifeline handset must be replaced. I have no $$ and they only work with a 3rd party, non Sprint company.

Of course, I said that send me a new flip phone that does be compatible with your upgraded systems. And I asked as to why if they already knew as much that I was never notified back in December of my pending dilemma since they boastfully had and admitted prior knowledge of all this?

Alcatel makes a 4g flip phone and Assurance's 3rd party supplier Quality One sells it. Assurance pointed this out to me but no one at Assurance call center PI can call to their 3rd party supplier and attempt a resolve. WTF?

(I am physically unable to use their standard issue flat screen smart phone and so this 2g Alcatel flip phone I have now was the solution that US Sprint approved 2/12 years ago.) and everyone at the call center in the PI can see these notes. These callas are recorded by them digitally and they can listen to them at a managerial level.

After 4+ months now of no service or sparse service (maybe one call goes through per day on 20 + tries, my phone records prove this,
and after 60 hours on the phone with the Assurance PI call center and after a report to the FCC I have been told by these abusive [censored] that I am phuqqed. There is no limit to their non response, twisted, unprofessional babble.

I ask, should I change carriers and they say they are prohibited from entertaining that taboo question; literally. Listen to the calls. To recommend I switch carriers is the cause for instant termination by Assurance/Virgin/Sprint. Call 'em and learn for yourselves.

Yet Assurance and the FCC both know that this is theft of USA government funds and neither the FCC nor Assurance/Virgin/Sprint choose to escalate the matter to the proper decision makers.

So this is also collusion.

Like the guy in the cave that was so well connected to other cave dwellers that 9/11 took place under Cheney and Bush's noses and NORAD convenient absence too.

My safety is an issue, routine medical appointments are impossible on top of the inability to contact family, friends, other routine business matters.

With whom(NO MORE NON RESPONSIVE BOTS EMAILS from the FCC or Assurance/Virgin/Sprint) do I speak to, where do I go?

Thu, Apr 2, 2020 7:09 am
To hotline [protected]@fcc.gov, OurTeamAssuranceWireless [protected]@virginmobileusa.com

"Urgent:

To whom it may concern,
I have the Lifeline phone for about 2 1/2 years. It is w/Assurance Wireless, owned by Sprint USA

My simple Alcatel flip phone was given to me about 2 1/2 years ago (1000 minutes, texting, NO data) because I am not able to use their standard issue flat screen touch phone.

We activated it and we learned that I cannot use a flat screen phone (eye and finger problems).

I returned it per them. They then sent what I have today (April 2020), the simple 2G Alcatel flip phone. Their action set a precedent.

The Assuance Wireless call center in the Philippines has said to me after over 60 hours of 'conversation' beginning in Jan 2020 that my 2G flip phone does not work (since Jan 2020, except on very rare attempts) because 'THEY' changed their infrastructures here in the USA.

My suggestion was of course, that they replace, send me for free a similar flip phone device device. 'They' say they have a subcontractor near Orlando, Florida Quality One LLC and that I must purchase it from them at my own expense. It's about $80.00. (This same phone sells at the big box stores for about $20.00).

Additionally, Quality One never answers their published, phone contact # and there are scores of negative reviews.

I made it clear that I am indigent (Ohio Medicaid @ 100%, SNAP card) and that to please escalate this directly to US Sprint for a resolve.

Every email I receive from Assurance Wireless is from a bot, is non responsive and indicates an ongoing theft, a fraud:"[protected]@virginmobileusa.com ([protected]@virginmobileusa.com)
To:you Details
Dear *

We received your message dated 4/10/2020. Should you need to contact us again about this email, please refer to Case #[protected]. This will help us locate and review your correspondence with us.

Feel free to check "My Account" via assurancewireless.com for helpful tips to get your answers right away.

Thanks for contacting us, due to current staffing inpacts related to the Covid-19 pandemic, your response may take a bit longer to respond to than normal.

Assurance Wireless eCare Team"

My phone has not been even close to reliable for these last 4 months and doctors appointments are being cancelled as I cannot verify the 'heads up' calls the doctor sends 48 hours prior. Also, no one can reach me. My safety is compromised.

I am desperate for an immediate resolve.

The exact phone needed from Quality One (according to Assurance Wireless supervisors) is the Coolpad Snap Flip (new, not refurbished). It is known as a 4G LTE device, hence it is compatible w/the new towers.

Please intervene.

I have dealt with this company since at least Jan 1st, 2020, when their first letter came to me. I qualify all the way through National Verifier and they know this I got the letter Feb. 3rd, 2020. Still no phone or phone number. Assurance tells me it's on it's way and of course no phone. I have written down five times I have had live calls with them, each saying it's on it's way. I am a single person, living at the YWCA and I depend on a phone for emergencies and my aging mother, they don't care. My name is Tanya Evans, pin 042764, they will ask for that info. I live at 322 East Broadway, Unit B318, Salt Lake City, UT 84111. Could you please help me with this company to honor their commitment. All I want is the phone and good phone service. Parent company is Virgin Mobile. Last correspondence was 3/19 and they said it's on it's way in 3 to 5 days. Help me get connected. My email is [protected]@outlook.com. Thank you for your time.

I have been tring to renew eligibility since Dec. 2019. I have sent in 2 apps to Assurance...the first they said they did not receive it, the second one they said they see but the way I sent it via the US postal service was wrong and I need to FEd X my app?Now Lifeline received and approved my app with them but Assurance is giving me HELL! Everytime I call I talk to a different representative and they each tell me a different lie. The last one I spoke to on 3/16/20 told me I don't see why there is a problem I am sending this to a supervisor right now to be immediately processed because it's been too long for processing (since Dec. 2019), just call back in the morning to get your results. I called back the next day went through the whole process of questions and answers again only to be told I need to FED X my application this time for the 3rd time and then I was hung up on! I don't understand what the problem is! I have been a valued customer of this program for over 5 years and never had a problem...Now I have been without service for 3 months after following all the procedures for eligibility..Please someone HELP ME I am a senior citizen that really need my phone!Why was I hung up on? Why am I not getting results after 3 months of this run around?

Received an application to confirm eligibility 1/1/2020 must respond by 1/13/20 mailed app 1/3/20 called copany numerous times agent said did not receive my resonse. they mailed another app 1/18/20 to respond by 1/13/20..called them and asked what they needed to confirm application for eligibility and they said documents. called National credit and they advised to call Assurance and ask for supervisor. called Assurance never did talk to a supervisor agent put me on hold and never came back to the phone..Called again and asked for supervisor agent kept talking and I had to explain everything again as to what was going on with my cell phone. She never did get me a supervisor. of my many numerous calls to Assurance agent told me I still had 900 minutes left on my phone enough time to get my app straigtened out. Needed my phone in an emergency and they cut it off. AT&T got fined 50 million dollars for cutting customers usage made another call to National Credit who pays assurance for these government cell phone and was advised i NEEDED more documents, finally said I needed medicaid or snap which I am not on. Every agent I talked to said I was eligible for phone because if Soc Sec disability. Mailed Assurance copies of Soc Sec approval letter, drivers license and Medicare card. Assurance app says to qualify needed to have one of the programs or income. it took 2 months to get an answer only to find out did not qualify. I would never recommend Assurance to anybody after this two month ordeal

I'm requesting a new phone for my broken one. This is a free phone from Assurance Wireless threw Gov. subsidies. ALL of this started on January 27, 2020, not having a phone my communication with them is e-mail. I've fulfilled all the necessary questions, received my approved confirmation # [protected]. This shows everything is fine your phone is on its way. NO way, this is now Feb. 22, 2020 and I'm still getting the runaround from person to person with no real answer. Keep in mind Assurance Wireless is for people who can not afford using other phone carriers because of me being in poverty. I'm also very disabled in need of constant contact, EMS, ER, hospitals, Dr's and others. I feel like I'm being punished with my health on the line.
Please help me resolve this dilemma.

To whom it may concern,

I called assurance wireless because I paid money to get 1 GB of Data added for a one time service fee. I paid it and it was taken from my bank account. But was not credited with the 1 GB of Data. So I called to say something is wrong and the employee of assurance wireless got the information and looked into it and said I was wrong and you did get it. I told him if I did why don't I have 5, 000 mb a lotment? He said cause it restarted. I told him all the previous months it doesn't start over it just gets added. He argued. Finally I asked for a manager 4-5 times and he wouldn't get one. Then when he said he would, he put me on hold, then finally came back and said I told my manager and he, "doesn't want to talk with you." Also said we can't do anything because you already got your data! That was the answer he gave! I knew I had not received the data. So I called back and talked with a nice person and told her the situation and she looked into it and said yeah you did not get it. So I will get what you paid for on your phone. And she ended up taking care of it and helping me! First off I should never have had to do all this and go to this trouble! Completely rediculious and unprofessional of the first person I talked too. I called on February 6, 2020 at 10:33am-10:58 am. So if you can find out who the employee was and take action! He said his name was Meeko but that is probably a lie! I am definitely considering dropping this service and telling everybody online how crappy Assurance Wireless customer service is! I suggest this company take action against this employee of yours. It reflects so poorly on you! And if this guy was telling the truth about the manager not wanting to talk with a customer who requested to speak with one. If that is true then that manager needs to be demoted too because he or she can't do there job!

Sincerely,

Jeffrey Rexroad
Assurance Wireless Phone # [protected] Account pin#102183

My service began Aug. 31, 19, the phone I was sent, quit charging and constantly had problems apps not working right, when I wanted to use, lock screen on and the start page in chrome running. Customer service is terrible. 1st time they were great, but they didn't do what they said they would. I complained about phone, that I was using my 2gigs of data trying to get apps to work correctly. And I couldn't get my wifi to work at all. My phone wouldn't hook to open wifi, and I'd hit connect anyway, it would start, less than min. it would knock me back off. The Customer service is completely useless. My settings r set for auto punution, and auto comma's/periods/automatic everything and look at this spelling. If I leave and try to pull up something else, another app, or if someone calls it knocks me off internet and have to start over. I would like to to change companies, this is only phone I have. I wouldn't even bother with a phone, if I didn't have to have one, for Dr. appointment, or Social Security, and FS. And yes I'm disabled and not happy about it. But I'm having same issues with the new phone, which is the exact one I had before. But I have to cancel this service, in order to get another lifeline service with another company, I don't understand that logic. Also, I know the phone before wasn't play protected, as with this phone. Are any government phones play protected. Also, I've had security and privacy issues and seems like, nothing I can do about it. I know I was having problems with play services app missing location permission as well as play store missing a permission that claimed it needed, it looked like all are turned on, but you don't realize it is missing completely. And Sprint wonders why it's number 4, they keep on with crap like this, going to be lower than that. Is it Sprint or Virgin Mobile or both. Thank you and everyone have a great day.

The UMX phone I received does not work where I live. I need a phone that is capable of Wifi calling, which most phones now do.

I spent over 10 minutes on the phone with customer service in Philippines asking to be transferred to tech support...they would not transfer me! She did not even understand what I was asking about!

FINALLY someone who said they were tech support answered, but did not have a clue what I was talking about. She kept wanting to send me the same replacement phone. There is no support at this company, all anyone knows is to read off scripted questions. THE WORST WASTE OF TIME!

After I educated her (I had to educate "tech support") what Wifi capable phones did, and she told me they don't have any.

The worst performing customer service, "tech support" I have ever encountered. For a junk phone that won't work where I live.

Cancelling this company and finding another.