Assurance Wireless
Reviews and Complaints

I received the phone and was never really able to use it more than a week the port where you have to charge it fell completely out I was not able to charge the phone and they were willing to replace it but wanted to charge me a $20 shipping fee in which I do not have I'm on disability Medicaid I receive EBT food stamps Medicare and I do not have extra money to do that and I feel that they should have compensated me and send me a new phone and I could return the old phone so they can see the problem but they were not willing to do that and help me and I will report to the better Business bureau because this company does not help people under the poverty level which it is set up to do it's a fraud and is not designed to help people who have low income as myself thank you so much for nothing

Report LosT PhoNe and Somebody use my SIM CARD & Somebody use my ACP...

( please closed my account and stop my service & please closed my ACP & Stop my ACP & CLOSED MY acp.

...

IMEI:

[protected]

Serial Number:

[protected]

My name is Robert Elliott @ [protected]. I have been a customer of Assurance wireless for several years now. Unfortunately, I forgot to recertify for the ACP. A new application was submitted on May 8, 2023. After 3 weeks of waiting excluding weekends. I have spoken to countless of reps, account supervisor's, the ACP Dept and lastly the back office. Every time that I call I'm being told to wait 7 to 10 more business days.

I purchased a upgrade from you on 5/17/23 and I didn't get what I paid for, instead you sent me the same phone I already had. When I received the phone in the mail, it came with a pre-package envelope. Without activating the phone I placed the phone and it's contents in the package and using FedEx ground and sent it to the return sender, however I am expecting a full refund of my 43.99 payment because I didn't get what I infact purchased. You told me one thing but sent me something I already owned.

Hello, My Name is Jacob Mack and I work for another company running the ACP / Lifeline Program. On wednesday June 21st I was running a Tent and Table Booth when one of your agents came to my tent, assaulted me, damaged my property and disposed of my signs and other personal property in the trash, she also was disrespectful to my customers and told them not to do accept devices from me. I have all of these events Recorded on Video. She claimed that i was not allowed to be in the public park i was working at when i have worked there many times before (Martin Luther King Jr Park on Reading Rd, Cincinnati Ohio) She then also threatened me with calling the police if i didnt delete the video evidence i had of her. She appeared to have called the police but they never came to speak with me. I had told her that if she had approached me in a more professional way and had explained to me that she had been working there for the past couple days i would have gladly moved to another spot so she can continue her business, but she went straight into aggression and threats. As i said i represent the ACP / Lifeline program as well and i take my Job and my possition as a Team lead very seriously, and i do my best to represent the program as positively as i can. It was extremely unprofessional, disrespectful and unnecessary the way your agent handled the situation, if she is unable to act in a professional manner to the public then i do not believe she should be represening this program. It gives all of the other agents who do genuinely value there Jobs a terrible name and makes us all look worse as a whole. As i said i have Video Evidence of this whole event transpiring. Please get back with me as soon as possible as i believe its only a matter of time before she runs into somebody who will not handle things as professionally as I, and she may get herself or others into trouble or even hurt with how aggressive she is to customers and other ACP / Lifeline Agents.

My Email is fr.[protected]@gmail.com

Please Email me and i will be happy to email you the footage i have of her.

(I do not have her name as she refused to give it to me once she understood i had recorded her interaction with me and my customers, she also was not wearing any type of badge or identification as to who she worked for, and she also attempted to Lie and say she worked for Access wireless, again once she threatened me to delete the video, and i refused to do so, but she had mentioned earlier in our interaction that she worked for esurance)

PLEASE REACH OUT TO MY EMAIL IT DOES NOT ALLOW ME TO ATTACH THE VIDEO HERE

This company should be taken off the ACP program they are liars in all directions from telling about policies to no warnings about how much time is left on your phone, then when you complain about it they act as if they don't speak English. I have gone through this several times within the last 4-5 years. I have tried to even opt out of even dealing with them only to find out they keep recertifying me, now because of everybody having my phone #, if I opt out they won't let me keep the # which means I have to let everyone know I have another #, and goes from doctors to lawyers and family. One dayi lost my phone so I was kind discouraged about it until I thought about it and said this is my way out. I had a relative call and cancel my service and was willing to start with a different phone service I talked with her a few days later and she told that they talked her into buying me a new phone and another phone would be sent to my house in a few days I WAS PISSED. The New phone arrived a few days later it took me a week before I finally gave in and turned it on (by the way my relationship with my cousin hasn't been the same since) I HATE even using this phone because of all the decieving lies that come with it, and the biggest thing of all most recently after they made her buy it, it's DEFECTIVE and so now I don't even use the phone for anything casual and I keep on Do Not Disturb mode because I'm so turned off knowing that I'm still having to deal with this company. I thought extortion was against the law but not according to [censored]. Wireless.

I'm supposed to be a long time member of insurance wireless but when my phone broke you guys bailed on me lied to me made me fake promises I'm absolutely disgusted by the service you guys give me I want to know who I can file a complaint to. First phone I've ever broken and you guys are trying to get me to buy another one which I'm on social security disability all right I'm going to fixed income if I had an accident with my phone I need a replacement phone it's been over a month can't get anything from you guys not one single movement towards understanding it you don't even give me anybody who understands English let alone understands my situation she's awful awful awful awful awful

Yes hello there was two young men that came by my house they were kind of Hindu Mexican One of them had on a brown shirt black pan some black Nike Air Max The other one had on black shirt blue pants and like some grayish Nikes the one with the brown shirt black pants and the Air Max Nike he reign my doorbell I went to the door he rushed in my hand a tablet and cell phone talk about their free he did not activate the cell phone but he took my information My boyfriend got one he did not activate them but he took our information and I want to file a complaint against him telling me I'm going to get my tablet in the mail which he is [censored] so I would like to file a complaint against him for how he just came at me just Chevy [censored] in my hand taking down our information but didn't activate the phone I don't know his name and I don't know the other guys name and I would like to for you to look into it

I was enroll in the lifeline program which is free services for low-income. I was getting free phone and free line services. I was with assurance since 2018 for about 5 year. The customer service rep were b.S. Artist. During the 5 years I was enroll with them I was notified by mail that I have been approve for updated better phone. Expected delivery in 10 days, when 10 days past I contacted. Assurance wireless customer service dept. @ [protected] and explain the situation of haven't received my new phone and gave all the information of the letter and type of phone model which was a generic cheap phone assurance wireless smartphone and date of letter which was 8,2023 account pin they always manage to b.S. And alway getting told different stories and at times been told I had to pay for the phone. It happen 2 times when I was enroll with them. The first time it happen I was about 3 years ago and after calling them several times and requesting new phone and stress out I finally got new phone model name unknown model mh-t6000 moxee imei [protected] I think these phone cost $10 dollars. Since may 10,2023 to not able to transfer number. Finally to present time I never got phone. Like I mention earlier I was enroll in lifeline program these services provide a free tablet for the cost$10. They don't provide free tablet. And their phones are cheapest unknown brand. When I cancel plan I requested to keep the number they gave a b.S. Story. Finallly today june 22 I got a hole of nice rep, she gave me all the information I needed to provide to transfer number to another carrier.

i was inform that shopq1assurancewireless. had better selection of cell phones than assurance wireless at time of placing orders on JUNE 19,2023. assurance was my phone provider at time went place order no longer my carrier with them. cancel their services june 19,2023. I contacted shopq1 contact number listed on website @ [protected] different times of hours day/afternoon, evening nd you are on hold for about 15 minutes than you get a recorded message the rep talks so fast. unable to follow instruction so i tried calling back to be able to receive her instructions unable to follow her instruction. on her website shopq1 there no icons to click cancel order. It just says to leave written message with your name and email address and order number and give you choice to select, i select cancel and had done this process about 4 times left message and had requested another action REFUND with details of order a description issue. THE ORDER NUMBERS ARE ASW-22735 For amount of$166.51 for WINGTECH REVVL VT 5G CELL PHONE PACE ON JUNE 19,2023 AND THE ORDER NUMBER IS ASW-22727 FOR$ 221.08 for APPLE IPHONE SE 2ND GENX1. on shopq1 site give me tracking num place june 20,2023 for both order carrier USPS NUMBER 9400111206215492968491 AND THE OTHER TRACKING NUM IS 9400111206215492968804. I'M GOING TO SEE IF USPS DELIVERY DRIVER KNOCKS ON MY DOOR SO I CAN REFUSE PACKAGE. IF NOT REQUESTING FREE PRINTED LABEL SENT TO MY EMAIL AND REFUND AS SOON AS POSIBLE. I GIVE THIS SELLER THE WORST REWIEW AND COMPLAINT NOT TO SHOP IN THIS WEBSITE.PLEASE HELP ME OUT WITH THIS COMPLAINT AND FOLLOW WITH THEM.

Assurance has sent me a defective phone seven times, from the first phone that I received starting my service and each one that followed as a replacement that they charge $20 for shipping and handling each time. None of the phones would hold a charge and they all overheated, Schok is the phone. They are taking advantage of the platform and citizens by intentionally providing devices that are defective and in order to generate revenue, charging people for shipping and handling. Why am I being charge for shipping and handling when I’m being sent defective devices time after time after time. I’ve had health emergencies and was not able to contact a family or physicians. I’ve gone without a working device the entire time I’ve been with insurance and all I keep doing is paying shipping and handling to receive a new defective phone. So I have a new device that I just paid $20 again to receive in this device is yet again defective can you help me? can you help us?

06/12/2023 called assurance wireless to inquire about a phone replacement. Woman I spoke to asked for my information and what was wrong with my phone. I gave her the information she had asked for. She then asked me if I wanted to pay 30.00 to have the phone within 2 days. I declined.she then told me I would have a new phone with unlimited everything 5-7days. Received confirmation # for the phone but no tracking #By the way, I am on acp/lifeline program w/unlimited talk text and data. Today, 06/19/2023, called assurance wireless to check phone status. Gave my information and what was wrong with the phone.she then told me I had 2 options.#1 pay 20.00 for shipping.#2 pay 30.00 to have phone within 2 days.thats when I asked for a supervisor. After speaking with him for a very short time. He hung up on. me.i called back, no answer.SURPRISE!. I am at my wits end with this company. Not one person speaks English, everyone gives you the same answers and ask the same questions.i am so confused with this company.. I would almost say that everyone of them read from the same script. I don't even know if I got an account with them. I cant log in, before the phone died, I was getting text from cricket,t mobile,metro pcs. This company [protected]@#*"

I was told to cancel my service because someone stolen my phone and I could not afford what you were asking for a new phone when I have been a customer over a year in which you could have just upgraded me to an apple 13. Very disappointed with assurance wireless and would advise everyone not to shop with assurance wireless

I reapplied in May of 2023 so I could get a new phone and still nothing

I got a replacement phone from Assurance wireless and has not worked from the day I got it, they keep telling me its the towers here and not getting any signal and that they are working on it but that has been 3 months now and still not working. I am required to make 1 call a month or will cut off my service, how can I when I can't use the phone? I just don't know what to do!

There customer service is by far the words ever I've been lied tok I've been hung up on the phones they keep sending me they freeze drop calls they keep shutting my line down saying I moved to another provider so I have to go thru the entire process again I have 2 phones of there's that I don't even want to open cause they're are junk I get promises after promises they'll send me the motoro and it's been a year I went and bought my own phone tried to swap it they said no .. Now they're saying my number is from metro when they are the ones that gave it to me and keep hanging up after ours of waiting

I was on Safelink and was told they would no longer provide service to my 3-year-old Samsung phone. They also said they had no free phone to send me.

At that time I could not afford a new phone so I registered for Assurance service with a free phone. It was a real starter phone, my 12-year-old granddaughter

laughed at it. The service was worse than the phone, Sometimes I could not make or receive calls and texts took longer than an hour sometimes to go through. A lot of internet companies I have business with text me verification

codes to log on to websites that expire in 10 minutes or so. Because I ran out

of time to receive and enter a code I could not access sites I really needed to

do business with. I applied to rejoin Safelink, was approved, and waiting on a

sim card. This morning I could not make a call or text and when I called customer service I was told I no longer qualified for the free service. I was told I could buy a card to 'top-up' my account at a cost of 10 cents per text and 10 cents a minute for calls! That price seems like a rip-off as so many companies

give unlimited talk and text for a much lower rate, and I am elderly and in poor health. I know the government supplies these phones and services for lower-income people but I was willing to do it until I got my sim card from Safelink.

I went to a store branch I was told to go to purchase a card, but when I tried to activate it with an Assurance agent he said the number was not valid and

I needed to take it back for a new one. I did so and was again told the number

wasn't valid. This time the agent told me I would have to re-enroll for the Assurance government program. I declined as I have no desire to ever do

business with them again.

Replacement on ordered may2. Said 20+ business days. Waited. June 6i called they said sorry we send a phone this time. 3-5business days. 1week later I called no ph. They said I had to pay money. I had this service over 11y. Same pn number. tell me we send oh gonna be 9.95. I said I just pay it. Then he says gonna be 20.00. You just told me john its 9.95. He says gonna be 29.00. I didn't understand and said so. Then he Said be 31.50. I said in 2mins you went from 9.95 to 31.50. I asked to speak to supervisor. After waiting bit John said she have to call me bc helping another customer. I gave landline nunber. John said make sure you answer right away Janet will call you. I've been waiting 2hrs. I'm on month 2 no oh ,meanwhile gov us paying for this. My Dr ,boys school, etc has this number for all these yrs. I drive 25y old car and I need this on if I break down esp with my kid in car. I don't know what to do and why I've been treated this way. They haven't been honest since 1st oh all back May2. 4calls later, hours on phone calls and not resolved. I was good to let it cancel and reapply and I get new oh then. I certainly qualify on fixed income and snap.

I can’t believe what I had to go thru when calling these people and when I ask for a supervisor they hung up. I simply asked where is there an assurance location so that I can pick up a phone of which I was approved but because my address where I receive mail is always being broken to. For this, I requested a location so that I can pick up a phone. Both reps were nasty and rude. They simply could not understand what I was asking. I gave them all the information they requested. I can’t believe how stupid these people are. It’s beyond disgusting and ridiculous. My name is Natalie and they kept saying Mr. That was gender discriminatory and I find it funny that they state that they are being recorded and then I’m told that the supervisor is not available. Mayor Adams will be contacted in regards to programs that treat people uncivilized. A simple question and they cannot answer the question properly.

This all happened over the phone because there’s no location available to go get real help. That is what I wanted a location to go in person. What’s so hard about that?

I have a government-issued phone that stopped working on June 3, 2023. It was the weekend so I waited until June 5 to call for assistance on another phone. The individual that diagnosed the phone billed my credit card for $30 and said that I would receive a replacement phone in 5 to 7 business days. I gave this individual the phone number that I was calling from and my e-mail address. When I didn't receive a confirmation email or text on the phone that I called from, I called on June 13 to find out when I would receive the replacement phone. The Customer Relations representative researched my file and said that the address that I gave them on June 5 was not the address that they had on file. He said that I have to send them proof of my new address until they can ship they phone. I was so livid that I had to hang up. Because I was forced to move from my last apartment, I now have to send them proof of my new address? Why didn't they tell me this 7 days ago when they took $30, and I gave them my email and temporary phone number?

My name is Clyde Solomon, phone number [protected]. I've had an account with you for over 2yrs, just recently my Motorola Moto phone stopped working. March 2023 I called customer service to troubleshoot my phone and it was requested that I order a replacement phone. I ordered and paid for the same phone. When I received the replacement phone, it was not the phone that was promised and paid for. I called customer service and explained, I was told that the requested phone would be shipped and upon receipt, send the other phone back. To date I have not received the phone. I have called over and over, and each time was told that the requested phone would be shipped. The first week of June 2023, I called, and again was told that the requested phone would be shipped and received in 3 days. Today 6/13/2023 I called to inquire about the status of my order, only to be told that no order has been shipped. I requested to speak with a supervisor to file a complaint. When I informed Mr Raj of all the promises that customer services made, he stated, nothing could be done. I requested an address where I could file a complaint. He gave me [protected]@Sprint.com. I called sprint and was told they have nothing to do with Assurance Wireless. I called Assurance Wireless back and requested a manager. I spoke to Blue Mercado and explain all that was happening. She said she would investigate. She said customer service has no knowledge of the phones being sent. I ask her then why they are making promises and how will I know the results of the investigation? She stated I would not be informed of the results.

I requested an address to send a written letter and she stated there is not an address to give to send a written complaint. I feel since March 2023 I have been lied to and mislead. All I want is the Motorola Motto phone that was promised and paid for. Not some cheap phone that I didn't ask for. Is customer service being told to lie to its customers.

Can you please look into this matter and take the appropriate action

Thank you.

C Solomon