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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Fake charge and useless subscription
I signed up for the services from the website www.assurancewireless.com. I provided my card number and they charged me for this service. After that they started to take fake charges from me. I called to the customer services and asked to stop these bogus charges. I wanted to cancel my subscription, but the rep simply ignored me. The worst services and not recommended company to deal with. I wonder if there are people, who have the same problems and what have you done in such situation, please post comments.
Internet overlay screens and internet privacy hacking
fruther interferance with additional complaint info over lay and escambia county sheriffs and local FBI abduction and poisoning, eating and drinking Residence not a medical facility for such and NOT legal so called Home Schooling Jerry W Goedde I want to sue owner resposibility negligence and purposeful crimal assaults Illeagal entries and abuse, physical...
Read full review of Assurance WirelessTerminated service, incompetent customer service, discriminatory practices
I obtained and was approved for lifeline cell service with assurance wireless at the end of july, beginning of august 2013. On september 10th, I received a notice from the california lifeline program indicating a request to change providers from assurance to nexus. The letter also stated that if I did not request the change, I was to contact Assurance Wireless at [protected] and ask to switch it back. I then received a notice from Assurance wireless on Sept 13, 2013 indicating my service was going to be terminated.
I then contacted Assurance wireless on September 15th 2013, indicating I did not want my service terminated or switched, I explained to customer care that the switch was unauthorized and per California Lifelines instructions, I am requesting the service be switched back.
On September 17, 2013, OurTeamAssurance responded as follows but ignored my request to have the service switched back:
“After reviewing our records, we confirmed that your Assurance Wireless service was not approved because you have been transferred to another carrier. We definitely suggest that you contact the Universal Service Administrative Company (USAC) Group at [protected]. Once you get in contact with them, will be receiving the correct information about it.”
On September 18, 2013, OurTeamAssurance repeated the above response and again ignored my request to have the service switched back per California Lifeline Instructions.
On September 19, 2013, OurTeamAssurance again repeated the above response but then added that I now needed to re-apply with assurance if I wanted my service back.
On September 20, 2013, I provided documentation to OurTeamAssurance (see attached letter nexus.pdf) indicating lifeline account associated with nexus is now terminated.
On September 20, 2013 I faxed new application and documentation to Assurance Wireless
On September 23, 2013, OurTeamAssurance confirmed that my fax and documentation was received. And that it would take a couple of weeks to process.
On September 24, 2013, OurTeamAssurance sent the following email:
“We reviewed our records and we noticed that your application has been denied because you have been transferred to another carrier. You will be receiving a letter in the mail indicating the denial reason along with another application to apply for the service. If you still want Assurance Wireless service, please fill out and return the application.”
It was at this point that I also began requesting to speak with a supervisor only to be completely ignored.
Clearly my first concern is to get my service back with the same phone and phone number
Secondly, Id like to know the policy on switching services as California lifeline indicates all I needed to do was call Assurance and request a switch back but Assurance would not do this, nor would they talk about it.
Thirdly, When a customer requests to speak with a supervisor and have their issue escalated, What is Assurances policy on this. My request was completely ignored and continues to be ignored. It was only through my internet research was I able to locate the email address [protected]@assurancewireless.com. A Person from Assurance Media Relations forwarded my request to the corporate executive offices.
Lastly, How is it possible for a corporation that is as large as this one, that is affiliated with Virgin Mobile and Sprint, that has a government contract, is able to simply ignore customer inquiries and requests and get away with it? There does not appear to be any accountability, checks or balances, or any type of oversight. It is only because of my persistence, background and experience was I able to get around customer care as they do not make it easy and information on the internet is extremely limited. However due to the government contract they carry, there are avenues one can take, it just requires more time, unfortunately for Assurance, the more they ignore my issues, the more persistent I become.
So, I have currently filed complaints with OSAC, the public utilities commission, California lifeline and the FCC. I have 2 responses from the FCC, 1 from the utilities commission who are awaiting respsonses from assurance/virgin mobile and 1 from california lifeline. As I said, it does take 30-60 days however, if you include virgin mobile and sprint, their appears to be more of an urgency.
The complaint has been investigated and resolved to the customer’s satisfaction.
Wow i read the comments if we are poor we get the short end of the stick but your rich they can't stop brown missing.one of the responses to a comment i guess it was from the FCC about it will cost $250 dollars to file a complaint.are you kidding me.i thought this government was set up by the people for the people.i think we need to contact our representatives so they can do an investigation on this B.S. I am a registered voter
These complaints say resolved , but how come they don't say HOW they were resolved!? Why?
I have filed numerous complaints against Assurance Wireless the FCC and here is their response. I wish you the best.
FCC Consumer Help Center (FCC Complaints)
Dec 20, 2:34 PM EST
Hi Beverly,
The FCC’s informal complaint process provides consumers with an easy and informal way to raise issues with their providers.
The role of the FCC in the informal complaint process is to facilitate a conversation between the consumer and their provider to try to address the consumer’s issue.
In some instances, the consumer’s issue is not resolved to the consumer’s satisfaction once the informal complaint process has concluded. We regret that you were not satisfied with attempts by FCC staff to facilitate a dialogue between you and your provider to address your issue.
At this point, you might want to contact your provider directly to see if you and the provider can arrive at a resolution that is acceptable to you or pursue more formal legal options.
You also have the option to file a formal complaint with the FCC if your issue involves a violation of the Communications Act. Here is what to expect from the formal complaint process:
Formal complaint proceedings are like court proceedings.
The filing fee for filing a formal complaint is $235.00 but is subject to change.
You must comply with specific procedural rules, appear before the FCC, and file legal documents that address legal issues.
Attorneys almost always represent parties filing formal complaints, and legal fees, in addition to the $235.00 filing fee, can be substantial.
Complete information on how to file a formal complaint can be found in sections 1.720 through 1.740 of the FCC’s rules, located at 47 C.F.R. §§ 1.720 – 1.740 (see https://www.ecfr.gov/cgi-bin/text-idx?SID=2f56fa363e21efce2a64eb8ea8db93bd&mc=true&node=sp47.1.1.e&rgn=div6). Please review Section 1.718 of the Commission’s rules, 47 C.F.R. § 1.718, for additional information on applicable deadlines.
For a more detailed description of the formal complaint process, see http://transition.fcc.gov/eb/mdrd/.
The informal complaint process has now concluded. You will receive no further status updates on your informal complaint from FCC staff.
I'm just starting to deal with my own issues dealing with this same company and horrible cheap nonfunctional phones they send our. I completely understand that these are free phones for low income people but I have had better $20 phones that I bought at dollar general. After reading the response letter you posted I had to leave this comment. I am appalled at the way Some of us are treated who struggle financially in this country. The government should hold these companies to a higher standard before contracting them. They would rather have a company that employees individual s to set up a table outside and peddle free phones to anyone that says they receive benefits rather than providing a decent product to those truly struggling financially. I pray that the lady who was responsible for the response you got never looses her job and sh needs help because they way she worded it sounded very downgrading. I would actually file a complaint on her personally for being so rude then since she had to stress the the amount of money it would cost to resolve your matter legally I would even go as far as starting a go fund me page to raise the money to file those papers and get a lawyer just for the sheer disrespect of her tone. We don't deserve to be talked to like we are worthless because we are struggling financially. I make sure I got in contact with her boss or someome thanking her personally for the detailed instructions and cost of dealing with your case legally. She may be needing free phone or food stamps if enough people complain. LOL! I'm sure they will get sick of enough people using her step by step instructions to tile suit. She could have made her point without it sound like you couldn't afford a cell phone so you were to broke to start legal proceedings.
Thank you so much for posting all your aggravation issues and frustrations- you are MOT ALONE and what you had to go thru is so unfair and TOTALLY UNNECESSARY! I am now going through a similar situation with Verizon in New Jersey and the USAC which is the Universal Service Administration Company.
My mother is 96, with severe dementia and doesn't even use the phone in her room at her nursing home- I keep it and pay for it so I can call in.
Her bill jumped from 18.94 to 71.00 and when I called they lied and said I never re-submitted application - I NEVER GOT ONE- and this new annual re-cerification process is a result of people abusing the subsidy - New Jersey Shares rep told me I would not be reimbursed for the $50 difference per month, and I would be out of luck for a few months till application was processed-) I did fax it back the same day I got it- blamed me - coverup and I'm out 150? For 3 months - I'm the liar? I will be reporting to the same agencies you mentioned in your article - thank you- What's really sad is that many nursing home residents don't have anyone to handle this for them.-no accountability, just passing the buck And covering their ###- unreal! They don't care at all- a public apology should be demanded and all things rectified ASAP! SHAME- SHAME
Can't make or receive calls
What good is this phone when i can not place a call can not receive a call. When i called on my other phone the lady took a long time to get to my phone number. I repeated my phone number at least 8 times. What do i have to do go to the business myself do the paperwork and get me another phone?
Read full review of Assurance Wireless and 18 comments
Replied
Stolen info and hardware
Stolen information and hardware both hard and soft. Failure to protect information and undermine cliants trust. Theft on the highest magnitude. Nationally and world wide. Cc fed gov. Treasury dept.
The complaint has been investigated and resolved to the customer's satisfaction.
Phone will not let me call or text any one please let me get new phone
Recently received my Assurance Wireless phone. Instructions indicate that , in order to install the battery, back cover must be removed gently with thumbnail. Cover will not budge. What should I do?
I just received assurance phone put the sim card in an charged i havent put bwifi in yet on that phone yet but the other phone i use now i only receive calls in but i cannot call out anymore when i do it automatically disconnect
My phone keeps locking down and when I try to top off it keeps saying technical issue
You send me a new phone requesting my SSDI# when it's been the system for at least two Years.
Victoria Sann
676 Little Elk Creek Rd
Oxford, Pennsylvania 19363
time2change2farm@gmail.com
I've called assurance wireless numerous times, in regards to a replacement for my phone that no longer holds a charge. Assurance Wireless wants a $20 shipping fee, which by fcc regulations, is fraud! I've contacted the fcc and am waiting on assurance wireless response
The phone sucks! Got it through government program. The screen changes from light to dark by itself. Its VERY annoying. It's a piece of crap. I have to get a new one immediately! Very slow. I'm returning it. I want a different phone in place of this one. I HATE IT ! I HATE IT!
Hi,
Please i have been using my number for 1 year appearently is not registered in my name .How do i rectify this.My number is [protected].I live in the New York .Bronx
i have been useing my phone i time a month it canled i want to no whay you say i dont use it 1 time a month what is going on with you
My mobile phone is not working. I have tried to re-activate it with this company using this website:
https://www.assurancewireless.com/?fbclid=IwAR01CZ1-jJqfF8Z2ppWB7EBIOLlNyUQ5IwLEch1lfgDX3zHNxWy6laO1w2I
Assurance provided the phone as part of their free "Obama" phone
Can Assurance activate my phone remotely?
Assurance Wireless Reviews 0
About Assurance Wireless
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2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.
3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Assurance Wireless. Make it specific and clear, such as "Incorrect Billing by Assurance Wireless" or "Poor Customer Service at Assurance Wireless".
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.
5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as correspondence, bills, or screenshots. Do not include sensitive personal information that could compromise your privacy or security.
6. Filling optional fields: Use the 'Claimed Loss' field to indicate any financial losses you have incurred due to the issue with Assurance Wireless. In the 'Desired Outcome' field, specify what resolution you are seeking, whether it's a refund, exchange, or other forms of compensation.
7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the information provided is correct and that your desired outcome is reasonable and clearly stated.
8. Submission process: After reviewing your complaint, click the 'Submit' button to officially file your complaint on ComplaintsBoard.com.
9. Post-Submission Actions: After submitting your complaint, regularly check your account on ComplaintsBoard.com for any responses or updates. Be prepared to engage with any follow-up queries or resolutions offered by Assurance Wireless or the ComplaintsBoard.com community.
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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Assurance Wireless social media
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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
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