Assurance Wireless
Reviews and Complaints

My name is Guadalupe Jaime Rocha I had free government phone service with assurance wireless then I change carrier. July1 started to go back with assurancewireless.com at that time I got a email saying I'm approved then I get a second email saying my application is uncompleted. When I applied to another company they told me I can't be sigh up with two carriers, so I called assurancewireless.com they told me they close the account but when I tried to reapply the site said I was already I customer, then 8 received a phone that does not work saying no network available please fix problems so I can have a phone thank you

On June 2, 2023 my assurance wireless phone stopped working. I contacted the assurance wireless company and explained the situation. June 3 2023 I sent the broken phone back and contacted the assurance wireless company and gave them the tracking number. I then received a new phone but for some unknown reason the assurance company could not get the replacement phone to work. They then told me they were sending another replacement phone and gave me the tracking number for it and told me I should receive it between 7/10 or 7/11/2023. Upon not receiving the phone or being able to track the replacement phone I contacted assurance again and explained I have not received the phone and the tracking number is not finding it. They asked for the tracking number and then told me they see it and I should have it on Monday 7/17/2023 again I never receive the phone. I also received an email on 7/21/2023 explaining the problem was resolved. I contacted assurance wireless once again on 7/24/2023 and asked to speak to a supervisor. I was then told by the supervisor I have to pay $20.00 for the new replacement phone to be shipped because the return of the 1st phone was not entered into their computers by 7/3/2023. I asked how it was possible when I have contacted them on 6/3/2023 with the tracking number and multiple times since that date and why should I have to pay when it was them who didn't do their part. All I was told was, I'm sorry but because they did not enter the information by 7/3/2023 you must pay the $20.00. This company is the worst I have ever had the displeasure of having to with. I have been lied to repeatedly and then told to pay for their own inability to do their jobs right.

I have a Schok Wireless phone, sent to me by Assurance Wireless, first time it was a problem with a mic and the speaker. couldn't hear other person and they couldn't me to so I had a hard time with the lousy costumer service they providing they are trying to be charging you either for the phone or $20 shipping fees which should be their problem. and when you trying to explain to those people same as you talking to the walls so bottom line from the beginning, I joined assurance till now they keep sending me defected phone. When I asked for supervisor or to speak to someone in the main office they won't give you any information.

so, I still using a non-working phone and like a solution.

I ordered a state phone no charges. For emergencies. Ist phone had to talk to someone from China. Nothing against Chinese. But could not understand a word out of her mouth. She was unable to activate the phone but did her hardest to get me to switch to T Mobile. Send second phone same thing. You cannot activate without being transferred to a person selling T mobile. If I wanted T mobile I would of gotten it myself. I was sent a return label to return first phone. Not sure what to do with the second phone. I am 64 what would a much older person do. Be conned into t mobile. If state phone why can you not just active.

I have a Schok Wireless phone, sent to me by Assurance Wireless, I have been reporting this model of the phone since 08/2022. This is the third phone of this brand, I have received from Assurance. This Schok is a very weak brand of phone, it is not a real phone although you may receive calls, but when you call out on this phone, you can hear other voices come on the line, which is very scary, because you don't know whether someone is listening to your calls are what, so you, have to be very selected of what you are saying to the other person as if someone is listening in on your call. This brand of phone is so weak it will not carry a charge, for more than twelve hours. If you are out and forget to take the charger, my phone is dead, I can not make any calls. Something has to be done about this brand of phones being issued by Assurance. Simply, because this is not a good way of keeping people safe and abling them to be able to call for help or assistance, because the phone is dead. I thought the government gave people 5G phones for the new millennium. These 4G Schok are not good, they appear to be products of China-made material.

This is my second phone from this company. I’ve had several phone and have never had the problems I’ve had with this cheap phone. Assurance wireless sent me a replacement once then I get the other one and it’s just as bad, all of a sudden the phone won’t charge . This is ridiculous then assurance wireless wants you to pay to get a replacement. This is a scam they send people raggedy phones that are sure to break so they can get money when the government is giving these phone to people like me for free. If u ask me they are getting over on the government and the government should stop business with this company. I’ve never seen such a cheap phone as this. I have doctor appointment and other things I have to do because I’m disabled. And to have to put up with this assurance wireless should be ashamed of themselves. Also, I can be talking and can’t hear the person or they can’t hear me then I have to push the button on the side in order for us to hear each other. But I’m sure not going to pay to get another one of these raggedy phones that I’ve never heard of.

I received an email saying that I no longer qualified for California lifeline, and that I would have to add money in order to use my phone. I called and was told I needed to reapply for their service. I did. Yet my phone was still disconnected. This is a lifeline, I’m told I will receive a paper application within 7 to 10 days to be returned and then it would take an additional amount in order to get a new phone. I called to have my phone turned back on and was advised to call the California lifeline. I did, and they could not understand why I was disconnected since I was still eligible through February of next year. They told me they were contacting the assurance wireless head people and that I would receive a phone call and have my phone reinstated. It’s been over a day and that has not happened.

I am filing a complaint for money I was made to out on my account for a replacement phone. The agent did not know what she was doing ad I was overcharged, now I have a balance of $30.00 in the "free" account paid for by the government. Assurance Wireless refuse to refund me back my money. They are stating it will remain in my account. The service was paid for by the government, I do not need my money hanging out in an account that will never get used. everyone knows monies like this will eventually be unclaimed years from now when this free service and assurance wireless end, if ever. But it is senseless to request monies and then ask for too much and not be willing or have a policy to refund customers money. This is s a scam for this company to do other citizens like this and I believe there are thousands of dollars they have gathered this way. Who gets the money? where is the money kept? why is there no policy for refund? I would like to have all my calls pulled so someone can verify I was asked to do this, and the agent did not know what they were doing. THIS IS UNFAIR and I want my money back-

I had got two schok phone and that both the place in the phone whear the power plugs in the phone has came lose in the phone I payed for a replacement phone I payed $11.20 at the end of last month on the 28th I called twice and was told the phone is on its way I have been without a phone sins then I can't afford a phone any other way except getting the government funded phone can someone help me with this issue

Assurance wireless is not worth the trouble I've had service with them for over a year and yet three four five months I never got a better phone my phone cuts off and on all by itself I paid them money to get upgraded phone mailed out I never melt the phone I asked for supervisor about 3-4 months ago never got a supervisor someone should stop that or look at it into it or something

I have tried calling the [protected] customer service number and have had help whatsoever.

I'm trying to order new phone because the one recently purchased is no taking a charge.

I even upgraded to the $20.00 SKY Model

It HAS NOT gotten wet or been damaged.

This happened on 7/10/23 at 8:05 pm.

I need a replacement phone sent to me IMMEDIATELY!

Bruce Key

Mailing address

B. Key

6116 Tahiti Dr.

Cincinnati, OH 45224

Temp number 513.694.5922 for any questions or coments.

I called on Thursday about my phone service which is not working spoke with a customer service representative. She walked me through the prompts for resetting the phone nothing worked so we did the master reset nothing. My options was pay 30 dollars for a new phone over night shipping which I did but still no phone it's been 48 hours still no phone. That's why I'm complaining besides being hung up on twice. Even spoke to a supervisor still no satisfaction.

In December I went to an independent contractor to get an upgraded model phone and I went 3 weeks without a phone so I can save money just to get another assurance Wireless cuz I've been a faithful little customer since the beginning of my lifeline experience and I get sold and told her I'm getting an upgraded model phone and took me 5 months to realize that I did not get an upgraded model phone and then when I called the complain about it they said that there's all matters with the independent contractor cuz they don't employ them blah blah blah blah put me on the defense ask me why I waited so long to call and asked me what I wanted from them and asked me if I wanted my phone what do you want your phone which tells me if they know that it happens often and they they should give me my $25 back I don't care anymore and insurance wireless customer service especially any customer service but anyways never mattered nonetheless angry pissed off frustrated I've called and I've called I've called have email I'm going to have to hand write a letter to the CEO I guess cuz I only have a regular mailbox appeal box like cricket people do I'm irritated pissed off mad frustrated and I want an upgraded phone back I paid for and every time I use the phone that is not upgraded I was given a lie to you about and fell for 5 months every time it lags is slow doesn't listen doesn't do anything that I it's just it's a s*** phone when I paid for the upgrade and insurance wireless just passes the book except no responsibility and I just want to spread this out there I'm putting it on all social media and I'm putting it on everyone I know social media and if I have to go to wherever they're at and picket it I will

Customer service things do not speak proper english!

They keep trying to scam me out of cash by saying I do not jave unlimited service which I have. They change your service plans without your knowledge and keep saying if I want more than an hour of data a month, ihave to pay. Now they are saying that I never completed the application which I have proof I did 3 months in a row and I have proof. They still want cash

I order a lost/stolen replacement phone 02/28/2023 and was charged 9.99+tax-total 11.71. I have a statement that I have a free phone offer to replace my lost/stolen phone by march 24,203. I called with this information and requested a refund on 02/28/2023. I was told the amount was credited to my account, which I don't have a need for the credit as I don't have more usage than allowed. I called the company several times.

Dates I have noted are 03/24, 03/24, 04/07 and 06/15 and which i was told each time a refund was issued, please allow 7-10 bus days. I called on 07/06 to check if refund was issued and spoke to a supervisor by the name of Joy. And she said, she can't issued my refund because its been more than 90 days and don't see any records of my numerous calls except for 06/15/203.

And I can use the credit to upgrade my phone or purchased more data, And then said, she will not refund my payment because the lost/stolen phone was not free, only a regular replacement. I told her I have the letter that offer my free stolen/lost phone and she still denied issuing my refund back to my credit card.

Back at the end of February I wanted a new phone so I called the insurance my cell phone company, and ask him if I could upgrade and pay for it. They said that I would do a new phone for free but that I could upgrade if I liked so I purchased a phone. This phone lasted me a month. I wanted my money back, they wanted to charge me all over again for the phone. I've been on the phone within 7 different times no less than seven! I still have no resolution they stopped my service, I'm switching cell phone companies.

I received a phone through assurance wireless with a manifactor defect also with my phone it was suppose to be the bigger screen due to inability to see it because of vision issues. With customer service on line I returned the phone at my post office due to we don't have fed ex.they are saying I never returned the phone however never been actavated. My phone gets so hot it burns your hand to touch . My service canced every time I turn around can't switch company's due to the claim that I have received my new phone which I haven't

My first Assurance Wireless phone died. Received a Schik replacement phone promptly. Replacement phone didn’t work. Received another Schik phone last week of June.

Here’s the problem… while trying to activate phone kept getting messages my phone number not valid. I have no account with Assurance. Called at least 10 times. Severe language barriers. No resolution. Have called Numerous times. Lines busy. Put on list to be called back. Never happened. So, I have a new worthless phone. Can’t get help activating it.

I was an Assurance Wireless customer for a year after signing up in June 2022 but this year June 2023 I signed up with a different new company. Assurance Wireless is bologna and needs to just shut down. The customer service is the worse I have ever experienced in my whole life and the phones they send you are pure garbage. Then they try to get you by sending constant offers through text about upgrading and signing up for offers that they want you to pay for. But isn't the purpose of this service for low income people to have free cell phone service? No it is not because all I ever got is a bunch of promises and lies from them. Never again! T-mobile should be ashamed to say they are running assurance wireless as t mobile does not regulate them at all. T-mobile should do something about it before it's too late. Too many people complain about them. When I sent a complaint through the FCC some lady contacted me and basically never did a thing about the problems

AW promised to mail a replacement phone to my husband. They never kept their promise. After his AW phone theft I called AW numerous times to request a replacement phone, but every time they asked the same qq, confirmed my address, updated it and gave me shipment dates. Every time we came to receive our shipment, the phone was not there. We are disappointed by their lies and negligence to clients.