Assurance Wireless
Reviews and Complaints

After having my old phone replaced I called to have new one activated the next evening my phone froze up when I went to power it on.i called to get help with the problem got put on hold for 2 hrs and end up being hung up on the next mourning I tried to contact them again and the same thing happened again. after three days I finally got them to send me another phone which I am waiting to arrive. They will probably send me the same phone I have had the last 2 times and had problems with from the time I received them

I applied for lifeline services back in Sept. 2017 and I faxed qualifying information. I never received phone even tho this company has all my private information. I applied again this Oct. 2018. After faxing a complaint letter and spending hours on phone with customer service, I finally received a phone. It worked one day. I borrowed a friends phone to call and complain. The phone was not damaged, it kept giving me error messages such as contacts stopped, messages stopped. So I have a phone that I cannot make a call on of answer messages or check voicemail. A replacement phone was sent that worked exactly 5 days and I had same exact issues. Error messages that state android has stopped, every app has stopped. Now when I try to call Assurance and I put the phone # that I am calling about, I only get recording. It is impossible to speak with a person. I faxed a letter to Assurance so they were notified in writing on [protected] that replacement phone is defective also. I have not heard back or received a phone that works. Lifeline is a government program and I think Assurance is receiving funds but the low income families that need the phone services the most are not receiving that. I had a phone for 1 day in Nov. that I could use, than 5 days in the month of Nov.

I just got this phone not to long ago and it won't even hold a charge and I had it on three different chargers and it still dont hold a charge and so I called the company and the dude was going to send me a phone but I told him not to send to my grandma house because I dont live with my grandma any more but then when the dude told me to call back and some could help me I did and the lady that answer said it was going to cost me and the dude never told Me I had to pay the last time and they should be able to replace it free of charge because it malfunction after a few days when got it

BEWARE OF ASSURANCE WIRELESS this comany is corrupt.. I have been with them since 2013.. when I moved in 0ct. 2018.. Called them immediately gave them my new address, got text saying address was updated and confirmed..3 weeks later my service was terminated saying I never applied with them or gave new address.. are they kidding?.. had service for 5yrs.. and have text confirming address updated.. they are absolute liars.. talked to a supervisor named John not American but think Phillipine that is were their call center is, they speak bad English hard to understand.. this John guy did asolutely nothing to help... now I have to reapply again.. and have to pay for service which I did today money confirmed taken out of my bank account... suppose to get 100minutes for 10.00 and they cut my service after 30minutes... so basically stop my service for no reason after 5 years and cut short on the minutes that I paid for myself... I imagine the reapplication that I sent in will most likely not ever get process correctly... or they will claimed they never got it... Assurance Wireless is not going to get away with this corrupt behavior, the proper agencies will be notified... so you have been put on notice Assurance Wireless cause your company is going to be Terminated with your shady business practices.

I was in the free phone program.I moved but gut I guess I forgot to tell them so when it came time to recertify I didn't get whatever I needed to recertify. So 1 day I suddenly couldn't use my phone unless I paid money&when I bought minutes they were gone fast.I don't even use my phone much except calling doctors&calling in refills to the pharmacy but I've been filling out applications on paper&online for about 2 months filled out about 10 applications everytime I get denied &it says the reason is invalid /unverified address .I've called&emaled them I don't know how many times trying to find out why I keep getting turned down but they only just send me another application . I sometimes put my city as Kemp because my mail goes through there first but actually live in Seven Points Texas some of the first applications I sent in said Kemp&the ID I sent while applying was expired&said Kemp I believe. When calling in 1 time I talked to a girl that said if I get an ID that was up to date that has the address where I live now on it&send a filled out application with the address I live now ow on it they should stop denying me saying my address is invalid or can't be verified .T he last person I talked to I could hardly understand all I could understand was something about application &recertifying &gave me some number.I didn't know what it was for so when I put it in there site it said my application request has been processed &a application was on it's way I' ve contacted them by email they've asked me for information&I give it to them &they just want to send me another application I don't know if it's because I live in an RV park or they don't know that there is a small town called Seven Points because they still have it in there system that I live in Kemp.the last email I was rude because it has been ridiculously hard just to get back in the program I've been trying over a month&it has me very stressed out

I called on 11/26/18 spoke with a guy I believe his name was Mike and he refused to let me talk to a supervisor after I have been trying to get my new phone for almost 2 month now since the old was broke and they have given me different answers each time I call this guy actually laughed at me and said I didn't want his help actually I just want the new phone I paid for and still have yet to receive it

I recently recieved a phone which is the ans phone. The phone is malfunctioning. I called customer service on 11/17/18 and asked for a replacement phone. They originally told me that they could overnight the phone to me at the address that I was at. Then told me that the phone would get to me on 11/20/18 at 575 w. Washington street in greenville, sc. I recieved an email stating that I would reciev the phone on 11/20/18 3hours away from where I was. I called back to strighten the situation out and spoke to gie and her supervisor who told me to call fed ex to reroute the phone wich was not possible at all. My issue is customer service is very rude and they do not listen to the customers issue. All they do is try to hurry the customer off of the phone. I am still without a properly working phone. I would like a replacement phone sent to 575 w. Washington street greenville, sc 29601 please.

I moved to Texas in June and have been having trouble getting my assurance wireless phone situated. I be sent in copy's of my socail services and socail security information because I'm disabled with a disabled child. Today I called spoke with a lady who said her name was angel wouldn't give me her last name and when I asked to be transferred to a manager she said the manager was busy and than hung up on me. But during the phone call she kept interrupting me and wouldn't let me finish me sentence. This is ridiculous behavior and I've never in all my life had such issues. I've been an assurance wireless customer for many years and I would like a call from a supervisor asap [protected] my address is 424 Cullen Ave El Paso Texas 79915.

Assurance wireless for the ten or so years that I've been with them never has given me a functional phone. They did not give their customers the option of purchasing a phone up until a few months ago when they opened their online "store". The cheapest phone available in this online store is 70 dollars. And that is a refurbished phone which of course will not work and which their terms and conditions says the customer needs to pay 25 dollars just to send it back once the customer discovers it does not work. The cheapest new phone they are selling costs 130 dollars and that is EIGHTY dollars more what the exact same model costs at boost mobile. Evil evil evil! This is socialism for ya! Free ain't really free! The government t will NOT take care of you. This free government lifeline service provider abuses and misuses the homeless the disabled and the elderly. All of you reading this please file complaints about assurance wireless at the FCC dot gov website click for the consumer the new go a bit down and click "file a complaint ". Let's hope and pray that if enough of us file complaints with the FCC we will see change with this wicked cell phone provider.

I called in on 10/17/18 for $15 unlimited plan agents took credit card infomation put me on brief hold to process my order and when she return she told me everything was process to turn my phone off thn back on thn I can resume using services tonight I found out I tht agent and supervisor lie too me and had the audacity to call me a liar in so many words saying they will talk the agent to first and if I was telling the truth agent will receive disciplinary which I am the being disciplining and on top of me not having Power anywhere to stay this is the last things on top of being treated unfairly and unprofessional by agent and supervisor tonight

Going my third phone, cannot hear callers voices, only three have come through clear enough to hear at other end, assurance being one of them. Calls made to me and the ones I make are so low can't understand what is being said. Wanted to download a volume booster but assurance wants to send another phone which is the exact make as I have. Very frustrating, if have problems with the third, I am going back to SafeLink. At leaset I could hear the callers on their phone.

I received my phone yesterday and have tried to activate. I followed the instructions online and wrote down the MEID number and finished the process, but now when i try to use the phone it says the phone is not yet activated. I also cannot use my old phone because it says the account is not validated. Now i have no phone at all to call customer service or anything. I sent an email yesterday and have heard nothing back. I've looked up hacks to activate it, tried a factory reset on my new phone...have tried everything. Why isn't it activated yet?!

Assurance Wireless is now charging for shipping on replacement phones. They do not budge on $12 shipping fee. You can barely understand what they are saying. They are very difficult to work with. I never had this problem in the past. They used to make things really easy. The rep. told me I had to order a replacement phone at a Virgin Wireless Store and that I could not do it over the phone. Why do I have to go into a store and take care of it-I am disabled. This is a complete inconvenience.

Please everybody tell everybody never step foot around this company these guys are a joke unprofessional to the max they will put you on hold and never come back they laugh in the background while they're watching TV or whatever they're doing I have no idea where they found these people they are not helpful the garbage phones they send you will make you also want to puke you have to send money in to get it fixed they send you back the most ridiculous broken phones just stay a far far away from this company do not get trapped every problem you have will be magnified times 10 if you choose this free Lifeline service yeah right it's a joke there a joke they need to be put out of business please help tell everyone you know that these idiots are most ungrateful unprofessional group of idiots I've ever ever worked with 0 out of 10 thumbs down...0 stars not even 1/2 a star, let me put it this way that company just simply just makes me want to PUKE... yes I want to puke!

First off I want to start by saying that I have over 15 years in customer service as well as being a supervisor for cell phone call centers and the hospitality business so excuse me if I find it a bit sad when your talking with someone but can't understand because of the hard accent because of companies seeking the cheap way out and instead of paying for professionalism they rather move to another country different time zone and get whatever they can to win those extra bucks therefore making it tougher for us [customers ] to get through so that our inquires are rectified... So I wake up this morning and attempt to shoot a text but when I ask thru another phone they tell me they never received any text. Well I then attempt to make a call when I then learn my service has been disconnected.. Now in order to get my service restored because I've felt with Assurance before so I have to purchase a top up card which basically your paying to turn it back on oh and let's not forget that you also have to prove where you live.. OK so I fax over copies of my NY state ID along with a copy of a utility cable bill. Now my service gets approved and is working fine but Zi wake up today and it's cut off so let's go down the line of what I went through with the talented customer service agents here at Assurance wireless. My day calling the call center started around 4:27pm eastern time NYC and spoke to Jasmin which I'd like to state that there's no proof these agents are who they say they are since no last name is given.. Now from Jasmin transferred me to her supervisor Chris who transferred me to Lifeline without telling me. I then spoke to Danelle at Lifeline and she couldn't pull up my info. By the way I'm trying to find out why my service got disconnected and who shut it off. From Danelle I get sent back to Assurance now speak to Arlyn She tells me they didn't cut my service that Lifeline did and that they couldn't transfer me but she had a number for me to call so I call and talk to keisha and she tells me lifeline doesn't cut service that Assurance is my service provider and they take care of that. She transfer me back now I talk to Ann t 5:05 pm ask for a supervisor and here comes John the Account supervisor.. Who I won't lie did shine some light on the issue but didn't help really because he was just adamant about covering someone's [censored]. So he tells me that I was denied on July 1 for not proving my address. Where I reside. Because they have 2 addresses on file and that there's someone else with a account where I reside. OK so at that moment I didn't have the paperwork in front of me but know I faxed proof of where I reside and it was prior to the 1st..Finally John says "Bottom line you have to rectify again" I don't think so... Not after going thru all this... I hang up and quickly find my copies of the proof of where I live and that it was faxed on 6/28/18 where as he told me I was denied on 7/1/18 so how or why was my service disconnected.. I have all copies in my possession John.. So I call back and now talk to Amy at 5:23pm and explain to her everything and her answer was that my account expired in May on the 26th and that I should have did all this in March which didn't make sense because nobody told me about expiration... And if I sent proof then why do I still need to send back some form especially when my service was still active. So Amy says I'm just reading what's in the notes I say then your not helping me. Anyone can read the notes. Well not anyone but alot. Then she asks me what is it that I want for her to do since she has read everything and because I've spoken to a supervisor already so at the end I have yet to know who exactly turned my service off and I have to rectify or read submit a application in order for my service to be restored which I find quite amusing since what today showed me is that none of these agents are on the same page. Every call I made I received a different answer and nobody tried turning my service back on.. If the person that lived in NY apt had service before me then it would be hard for her to do anything about it since she's dead. I sent proof that I live here and that's it. And sent it prior to being denied like John stated... So thanks but no thanks and you guys should work on your hard accents...

I requested an application for a resident of our nursing home. The application & welcome letter, dated 05/08/18 were received, the application was completed and faxed back on 05/24/18 to [protected]. I received a fax confirmation that the application was received. I made numerous attempts to call for the status of the application to [protected], no one answers this line. I reached out via email and have communicated numerous times with assurance employees, all stating thee application was "in process".. 08/09/18 I reached an email with a case id#, I have escalated your application under the case ID [protected]. If you want to make a follow up, please email back for assistance.
08/10/18 I received a call stating the application sent was out of date & would not be processed. After over an hour on the phone with Olive, Julian and then Supervisor Al, ID#I1442919788, who told me that the "back office" team had actually not worked the application until today and it was now past the 60 day deadline. Al states he is sending a new application and the process must start over ALL DUE to your companies NEGLAGENCE.
A formal compliant will now be filed with the Texas Public Utility Commission.

Sent all information they requested and never received my phone, I tried calling them to try to get information on what I needed to do next since I never got my device or heard anything and they keep giving me the run-around around! There's NO REASON WHY I SHOULDN'T HAVE MY PHONE! The last man me and my grandma spoke to was very hateful and really hurt mine and my grandma feelings. There's just NO EXCUSE FOR THIS! I NEED HELP!

I received a new phone during to my first phone no longer wanting to keep a charge. Called assurance wireless to activate n the customer service representative, Jess n her supervisor Alliceson were the rules people I have ever spoken with. They had me do upset. Wouldn't let me finish talking. And Everytime I stop talking, they repeatedly said the same thing. Like everything I said went in one ear n out the other. I pissed off that I have to even file a report that will probably be lost n nothing will be fixed in return
The replacement model I received will not work in my home. They kept wanting to send out another phone but the same model. THIS MODEL WILL NOT WORK IN MY HOME. They then proceeded to tell I can purchase a different model on the third of August. No I am not going to purchase a phone. I have this life line because I don't have the money. Please call this number to get in contact with me. [protected].
After all that I called back and a gentleman answered. He had do this and that, including shutting off the wifi. I did n he then asked me two more times to check if the wifi was off. I told him it was. I told him I'm not an idiot. It's off. And he hung up on me.
First phone call 11:15 for 37min. 34sec
Second phone call 11:56 for 11 min. 29sec.

Their Automated System is hell to go through as it doesn't provide an option to talk to any human being therefore you have to be inventive on going around the system until it lets you speak to anyone, which would make you wait several minutes with awful music and pre-recorded voices of people passing for employees greeting you until you realize its part of said recording while you wait. As this wasn't bizarre enough, some of the names I picked up while trying to sign up for their services sounded like nicknames, which was setting a red flag of sorts but I tried to continue with said process. I find out most of the employees I managed to speeak with were rude and pretty much behaved immaturely, which did not helped my mood already worsened by said autmated service to begin with.

On top of this one of said employees denied to allow me to speak to a Supervisor or anyone in charge, stating since I was not a customer that would not be a privilige and hangs up on me. I don't get this, why wouild I need to be a customer to talk to a Supervisor inquiring about rude behavoir from horrible employees? The last attempt I made another employee agreed to seek a Supervisor and after more than 10 minutes waiting, the connection gets lost and once again I get hang up upon. Its as if no one working for this company wants any complains to get through even though they are the reason why a complain is being made to begin with. Quite frankly I am not this desperate to seek help on acquiring a phone line from people who treat would be customers like dirt.

Maybe Assurance Wireless should just close business and let others who are honest in helping low income customers do so instead. As for me, I sure learned my lesson on placing hope on a company that doesn't care about treating me like this.

My mom's lifeline wireless plan status has been in 'application request received' since January 2018. Everytime I call assurance wireless to inquire about it, I keep getting the same answer that they are awaiting for the national lifeline to approve the application. When I call the national lifeline number, I'm told that my mom is approved and assurance wireless should send the phone for activation. I relay this info to wireless assurance and everytime I call, it's a different rep who tells me that they will ask their back office to change the status so that the phone gets sent out. It's now april 2018 and my mom still hasn't gotten her phone. Assurance wireless has no sense of responsibility nor ownership when dealing with an issue. they have no paper trail nor do they follow up. No one is accountable at assurance wireless. It's a total waste of time, federal funding and an embarrassment to our system. All of them should be fired. Assurance wireless is USELESS!