Assurance Wireless’s earns a 1.2-star rating from 653 reviews, showing that the majority of customers are dissatisfied with service.
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Replied
Cell phone
I'm trying to get my phone to work and it's not and no I don't want you guys to send me a new one I don't know why but you guys have phones always do this whenever I have them and all that it always says that it's stopping everything else it's not loading nothing so I don't know what you guys are going to do you can help me figure my phone out or I'm just throwing it all out
I am trying everything to get my phone to work and it's not so your phone are junk
I want my phone on and it's not working and no I don't want you to send me a new one either
The complaint has been investigated and resolved to the customer's satisfaction.
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Replied
Phone and customer service suck
I had an account with Assurance Wireless back in 2018 I switch to another company because the phone that they gave me was the biggest piece of crap I would ever used and when I called Assurance Wireless they kept resetting it and resetting it and refused to send me a replacement phone so I went to another company now I'm having problems with the other company and they told me to call Assurance Wireless to have them unlock the phone all phones are a lockable and their customer service it's telling me that they're not unlockable and the people that I'm speaking with are condescending rude unknowledgeable and they don't need to be doing a customer service job they make you feel like you're the biggest low life in the world because you're on a free service and they talk to you like you're stupid and honestly I think it's the worst customer experience I've ever had
The complaint has been investigated and resolved to the customer's satisfaction.
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Replied
Unethical behaviour phone salesman
On are about March 15, 2019 Darlena A, Hill and I Floyd S, Hall went to the local Walmart located at 501 Sereno dr. Vallejo, ca. 94589 Where we approached the Assurance wireless phone salesman. The salesman told us, that we needed additional information for phone activation. We later came back with the papers requested unfortunately the papers that we...
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Replied
Phones
I received a phone from Assurance Wireless, the phone is extremely unreliable, this company should not be allowed to make fools out of their customers. A Barbie phone would be more reliable than thes phones. They do not make or receive calls, The first night I had the phone I was stranded and tried to call a friend, it was late at night, the phone wasnt working at all. I was afraid that I was going to be in the dark all night. It was late and there were no trains. I need a phone that is reliable, I have responsibilities that are dependent on my phone. I would not suggest or recommend this company at all.
The complaint has been investigated and resolved to the customer's satisfaction.
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Replied
Assurance wireless customer service
The most ignorant and rude people I have ever encountered in my 57 years! No matter how you talk to customer service they LIE to you! Only phone company wants you to send your phone in before they send you replacement so even though you are paying for service they make you do without a phone for least 30 days and could care less! They are horrible. I got new service but they will continue to hear from me!
I have been talking to advisors about sending me a replacement phone because my phone drops almost every call and I haven't had internet service for 3 weeks, I cannot get on messenger which is how I communicate withy deaf daughter! Assurance Wireless said first I have to return my phone before they will send me replacement phone so I will have NO PHONE SERVICE for least
The complaint has been investigated and resolved to the customer's satisfaction.
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Replied
Assurance wireless androit l50 cell phone; ph.# [protected]. Complaint! My ph# [protected] @ 11695 griggs st. Detroit, michigan 48204.
5/5/19 Cell phone new replacement 1week ago activated by Assurance Wireless. I have a senior Citizen Snap Program agreement and am up to date with account acitivity. Complaint: This replacment phone is serviced through Assurance wireless. And I cannot make calls or text messages suddenly; 5/3/19. This is a replacment phone because old phone was defective...
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Replied
Cell phone
I am on my third phone in 3 weeks. These phones aren't very good. A neighbor received their phone the same day as I did and her phone has gone out once already. The customer service is horrible. Plan on being on hold in excess of 30 minutes. Assurance Wireless apparently has seen fit to outsource the customer service. I don't know in which country they are located, but English is most definitely a second language at that locale. At present, I can't get my phone past the blue Assurance Wireless screen. The third phone is being Fedexed. I don't know how much you think your time is worth, but the hours I have invested in this during the brief time in my possession has far outstripped any perceived benefit. In other words, these phones, for free, are more trouble than they are worth.
The complaint has been investigated and resolved to the customer's satisfaction.
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Replied
Free cell phone
I have a government issued cell phone. I have been trying to contact Assurance Wireless's customer service but I'm unable to do so. Also I tried contacting Virgin Mobile with the same results. Fast busy signal and emails are undeliverable. I'm a senior citizen and really need to have a phone, and it sucks when you can't use it and are unable to contact the provider or the parent company.
The complaint has been investigated and resolved to the customer's satisfaction.
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Replied
Ans phone
Phone lost service, it loses service every time I charge it. This time the service won't come back. Please send me a new phone this one is junk. Dan r damico
3993 iowa ave #116, riverside ca. 92507 n8914728 [protected] this is for assurance wireless. I need a phone so please resolve quickly. —
The complaint has been investigated and resolved to the customer's satisfaction.
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Replied
Lifeline
I was looking to replace my phone with a smartphone. I noticed on the Assurance Wireless website that the Samsung J3 Achieve was compatible with the service as they were selling the phone for $109.99. I happened to check the Virgin Mobile USA website and they had the same phone for $69.99. I couldn't understand the price difference considering Virgin Mobile USA offers the Lifeline service under the Assurance Wireless brought to you by Virgin Mobile brand. So, I contacted Assurance Wireless and was told that devices not provided by or purchased through Assurance Wireless are compatible. I know this to be true because the phone I am replacing was purchased from the Virgin Mobile website a few years ago and I have been using it with the Assurance Wireless service. Since I was told the phones were compatible, I went ahead and ordered the phone from Virgin Mobile USA, because, why pay $40 more fore the phone if I didn't have to. I received the phone and when I attempted to activate it via the Virgin mobile website, I received a message that the phone couldn't be activated because it wasn't an Assurance Wireless phone.
I am of the opinion that Assurance Wireless/Virgin Mobile USA are trying to swindle money from customers. I plan to file a complaint with the FCC and contact my members of congress as well. A company like Virgin shouldn't be getting tax payer dollars.
The complaint has been investigated and resolved to the customer's satisfaction.
We appreciate your feedback and sincerely apologize for the inconvenience you have experienced. We value your business and appreciate you as our customer. For security purposes and to further assist you please send us an email at OurTeamAssuranceWireless@virginmobileusa.com with the following information:
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Replied
Coolpad illumina 3310a
I had an Android ZTE that started to malfunction, so I requested a new phone and I received an ANS phone and I was unable to send or receive pictures. Assurance Wireless Customer service told me it was the phone and I should order a better on from the Assurance Wireless Website, which I did.
I received the Coolpad Illumina 3310A and I am still unable to send or receive pictures by text. Despite several attempts to remedy the problem through Assurance Wireless Customer service. I am still in the same boat.
The complaint has been investigated and resolved to the customer's satisfaction.
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Replied
zte phone
I bought a phone from Assurance wireless ZTE it doesn't let me block unwanted callers the phone that I had as a replacement would let me block numbers . This phone I paid 83.00 i have tried to down load app to block callers and it has some kind of ZTE scam on it saying if I answer the question for being the 1 million person to use this web site and for purchasing ZTE phone you get 1000 gift certificate when in fact Walmart has Scam me of my money already then I spend all answering calls from the Scam hotline of questions.
The complaint has been investigated and resolved to the customer's satisfaction.
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Replied
Phone disconnected
My phone broke then I paid $25 for another one which broke within 2 weeks. I called them and apparently I was due for a replacement phone which they sent. Within a week the screen froze but I played with it n got it working. They called me n wanted the phone back that I paid for. I asked if they were going to give me my money back they said no. I don't understand why I pay for a phone and they get it back for free. Now they have disconnected my service it's a lifeline service. I have been calling constantly since dec 2018 I still have not been connected yet. They want my broken phone back ITS BROKEN
Can anyone help me speak to someone that I can understand or someone that understands me PLEASE
The complaint has been investigated and resolved to the customer's satisfaction.
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Customer service agent joan i1716750202 & customer service as a whole. No help just trying to get me to pay more!!
I called 611 on 12-14-18. I spoke to an agent i told them my phone recharge jack was not working. I was told I qualify for another phone. I was told I had to pay on $5. I gave them my debit card. I was told the phone would be there in 10 buisness days. I called 1-7-19 To find out where my phone was. I was told I did not order a phone and I did not qualify. I countered that by stating The customer service agent approved me and I already paid. She told me I was lying, I told her she (customer service agent a woman) she was a lier. She said I called on a day I knew the phone was off all that day. I told her I did not call on that day, she insisted. She said call the legal dept to make the claim that the company Assurance Wirelerless was lying. I asked for a supervisor and she hung the phone up on me.! Very rude! I called back. I spent five hours trying to tell my story to someone to get me my phone. I lost half a day looking for the phone I was charged and told I was approved for. But the customer service agent and including Joan I1716750202 said that I now had to pay more money. I only wanted my phone I paid for. The customer service is not doing their job. The seem to be making it harder for me to get answers. They waste my vaulable time and with all the different answers I dont believe they are there to help us. It seems like their job is to make it confusing and fustrating for us so we do not get the service we deserve. Their english is not understandable. The more I try to call back the more i dont get help. I think the company should honor what I was told on 12-14-18. I waited three weeks when I call back to find out I get told I am a lier, I was told I have to pay more money, and that my issues with the way I was not helped. I should i get my phone asasp. Maurice Steele [protected] pin 452358. I am considering call the executive board and someone other than Assurance Wireless customer service. They have charged me more, they did not send my phone, and when I called they only told me no!
Data usage
I have not been provided my 2gigs of data. My phone shows consistently under 500mb of data usage and yet assurance wireless insists that I have used used 2G. There is a clear discrepancy between my phone and there records. Even after updating my phone and resetting system updates, my phone continues to show I have not approached my allotted 2G data plan.
I have offered to send screen shots to verify my phone's records but assurance will not accept such proof.
I have accepted the burden of proof and can supply evidence. They have not done the same.
malfunctioning android, ans ul40
Assurance wireless is distributing an android phone that does not work. It doesn't hold a charge, it's system reboots itself spontaneously, phone gets hot, apps stop all the time, etc. I can barely make phone calls with it. The worst part is they won't give me a free replacement that works. Do not sign up with these people, because they have known about this for months, and have done nothing with the federal government to resolve it.
Sign up with safelink instead or get cricket, anything else than these people. If you have to use it as a lifeline, you will surely be dead because the phone they give out doesn't work at all.
ANS Virgin Mobile Android cell phones sucK !
ANS Andoid cell phone sold by Virgin Mobile using Assurance Witeless has more defects than any phone on the market which must be why its price is so very low, or given away for free when government gives out elderly free telephone services. Everyone I know received defective phone and I received two defective phones. A class civil action should be filed against Virgin Mobile to pay damages for undue mental anquish and suffering caused by their so-called telephones when they prey on the elderly and rip off the government. Mike DuPont paralegalassociates@hotmail.com [If anyone wants to be part of class action please contact me]
This site deleted my full email that starts with paralegalassociates so just put paralegalassociates before the @ sign
Receiving defective phone
I purchased a phone on assurance wireless phone store, upon arrival the phone has been found to have a large "CRACK" vs a scratch on the face of the phone. 3 attempts to receive a replacement phone for ZTE we received a ANS phone. I called and asked for a supervisor and was informed that they don't have supervisors.
My receipt number is 906627 the original date of purchase was December 3rd 2018
I'm seriously thinking now of safelink
laurie whelan
[protected]
Actual phone and customer service
I made a call to assurance wireless on november 2018 to request a replacement phone and was issued a replacement phone 3 maybe 4 days later I got the replacement in the mail. I started to receive reminder text messages on my new phone to send back my broken phone. The first text message I got about the reminder was on december 1, 2018 at 6:13 pm... The reminder says to send back the old phone or my service will be suspended...
On the day I called for the replacement was the day I threw my broken phone away.
Not knowing that I am suppose to send it back. If I would have known I wouldn't ha e thrown away the broken phone. When I received my new phone along came with a stamped envelope for the return of the phone. I knew then that im suppose to send so. Ething back which makes a lot of sense. But mind you I have had replacements before and I never had to send anything back?
To make a long story short. I was not informed or instructed to send the broken phone back upon receiving my new replacement phone. And I don't remember having to do so after hanging up with assurance wireless on the day I requested for the replacement... So I threw the phone in the garbage!
I don't have $25 to pay for a [censored]ty phone. The replacement phone that I got right now needs to be replaced again!...
I told customer service that I can not afford $25 and if it's another way I can get my service on again? Some illiterate person claiming to be the manager srtred to tell me that there was no possible way I can ever get another phone through the obama free phone act unless I pay $25 for the phone I could not send back and then my service wi be turned on!
Wow. I wouldn't pay for this phone if it were $2.99! Let alone $20 that I can't afford.
I started to ask the manager other questions and found out that he hanged up on me.
Now I have no phone
I have no service and I am left unable to keep in contact with family and loved ones on christmas and new years!
And there is no way I can pay for a job or food stamps due to one the customer service representative hang up on me.
2 is because I no longer have the right to get a phone through the obama phone act.
Because assurance wires failed to inform me of what I needed to to do upon recipe ing new replacement phone.
Pleaze someone hear my cry.
Help me get my point across and get what I deserve.
I thank you for the time...
Cynt.
Aka... Cynthia t. Hayag
1917 6tb street
Apt. 4
Berkeley. Ca 94710
Phone not working properly
Hello, my name is James S. Jacobs and I've been having a really hard time getting another phone because my phone dose not work properly... I have called customer service on many occasions but with no avail and I have even tried to reset the phone with #72786# many times and nothing helps.. I have asked for another phone but no one helps me the phone keeps dropping calls.. And I even put in a new battery and nothing works so can someone please help and send me another phone that works ok please it is the only phone I have for contacts...
Replied
Cell phone
over a month ago i paid 25$ for a replacement phone when i called to activate it i was told it had a virus and they over nighted a new one it worked less than a day i callled and talked to tech support who said that phone to was defective and yet another phones suppose to be sent after a week i called cuz i didnt get the phone they tell me it was mailed to the wrong address . cant understand that beings its the exact same address so now here i sit for over a month u got my money and i got no phone, .. i want what i paid for and its allready been a ridicilous amount of time . why cant it just be overnight delivered like the last one? ? im sick of calling customer services waiting for what seems like ever to finally get a live person and still get no results! if this cannot be resolved by 12-17-18 i want my money refunded . thank you carla davis
The complaint has been investigated and resolved to the customer's satisfaction.
Hey same thing here I got a replacement phone and it died so I go another one and now this one is not working the power button flshing green and red and won't turn on, so I'm without a phone again return the first one I got that died so I see I'm not the only one having issues with their phones. Something is wrong with these phones this is second one to have problems. It is there UL40 phone. Two now defective phones
@nchurch
We appreciate your feedback and sincerely apologize for the inconvenience you have experienced. We value your business and appreciate you as our customer. For security purposes and to further assist you please send us an email at OurTeamAssuranceWireless@virginmobileusa.com with the following information:
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Assurance Wireless Reviews 0
About Assurance Wireless
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4. Detailing the experience: In the complaint description, provide a detailed account of your experience with Assurance Wireless. Include key areas such as:
- Service issues: Describe any problems with the mobile service, such as coverage, data speeds, or dropped calls.
- Customer support: Detail your interactions with customer service, including wait times, the helpfulness of representatives, or any miscommunications.
- Billing and charges: Mention any discrepancies in your bill, unauthorized charges, or issues with payment processing.
- Product quality: If applicable, discuss the quality and functionality of the mobile device provided by Assurance Wireless.
- Account management: Explain any difficulties you've had managing your account, such as updating personal information or changing plans.
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Overview of Assurance Wireless complaint handling
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Assurance Wireless Contacts
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Assurance Wireless phone numbers+1 (888) 321-5880+1 (888) 321-5880Click up if you have successfully reached Assurance Wireless by calling +1 (888) 321-5880 phone number 0 0 users reported that they have successfully reached Assurance Wireless by calling +1 (888) 321-5880 phone number Click down if you have unsuccessfully reached Assurance Wireless by calling +1 (888) 321-5880 phone number 0 0 users reported that they have UNsuccessfully reached Assurance Wireless by calling +1 (888) 321-5880 phone number+1 (888) 898-4888+1 (888) 898-4888Click up if you have successfully reached Assurance Wireless by calling +1 (888) 898-4888 phone number 1 1 users reported that they have successfully reached Assurance Wireless by calling +1 (888) 898-4888 phone number Click down if you have unsuccessfully reached Assurance Wireless by calling +1 (888) 898-4888 phone number 1 1 users reported that they have UNsuccessfully reached Assurance Wireless by calling +1 (888) 898-4888 phone number+1 (888) 321-5880+1 (888) 321-5880Click up if you have successfully reached Assurance Wireless by calling +1 (888) 321-5880 phone number 0 0 users reported that they have successfully reached Assurance Wireless by calling +1 (888) 321-5880 phone number Click down if you have unsuccessfully reached Assurance Wireless by calling +1 (888) 321-5880 phone number 0 0 users reported that they have UNsuccessfully reached Assurance Wireless by calling +1 (888) 321-5880 phone number
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Assurance Wireless emailsourteam@assurancewireless.com100%Confidence score: 100%Support
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Assurance Wireless addressP.O. Box 686, Parsippany, New Jersey, 07054, United States
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Checked and verified by Olivia This contact information is personally checked and verified by the ComplaintsBoard representative. Learn moreOct 19, 2024 - View all Assurance Wireless contacts
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