Assurance Wireless
Reviews and Complaints

4/25/23 after using Assurance Wireless for 2 years, without any issues, my phone completely stopped working. Couldn't receive/send out calls, text, or browse apps etc. Called customer service. They read from a script. Resetting the phone's network, blah blah. They send me a sim card replacement. Doesn't work. So they change my cell number, after I told them not too. What does a number have to do with service? Finally a replacement phone. The Shock. Which from reviews, sucks. And it does. Trust me. But still same issue. I've called asked repeatedly, send someone to look at the towers. Finally was told there was no tower where I lived? Uhm..what have I been using for the last two years then? Today (6/12/23) the customer service representative actually said I was not being compliant. After I have done everything they have said to do. I asked to speak to a supervisor and was told because I'm on a landline they can't connect me. What a bunch of BS. So I called FCC. This company needs to be looked into. Rude, and doesn't pay attention or care for the customer and literally reads from a script and lies. Shame on you Assurance Wireless.

Hello my name is Eric Dargan and I have been a customer for many years I bought a new phone from you for 39 dollars but the charger broke inside the phone so I contacted assurance wireless to resolve this problem I ask for my service to be transferred to my old phone from assurance wireless was told no problem gave all information about my old phone was told my service was transferred to my old phone had to wait for 24 hrs but still no service then was told there was a problem with Tower had to wait 48 hours still no service then was told I would get a new phone in 5 to 7 days no phone sent to me when I called back I was told by representative Jake I would get a new phone but still no phone called back and representative Danica said I would receive the very latest phone at no cost gave me a confirmation number [protected] would receive it in 5 to 7 days still no phone called back and gave confirmation number and was told confirmation number don't start with 670 numbers then was told I would have to pay 69 dollars I explained I only paid 39 dollars for my phone before then was told I would have to pay 9 dollars then was told I would have to pay 29 dollars it been a month and still no phone I feel deceived I have had a stroke and a massive heart attack I'm 67 years old and I relay on my service I'm on a very fixed income it's as if the representative will tell you anything because they can't they are not truthful please I ask that you repair my service and may I please have another phone my address is 139 Hubert boulevard lot 119 Hubert North Carolina 28539 my email address [protected]@gmail.com right now I'm using a family members phone the number is [protected] if you could resolve my problem it would be very much appreciated thank you

Got so many promises that Assurance Wireless didn't keep. They said I was eligible to receive a brand new phone upgrade from the schôk which is basically a cheap tracfone and not even a legit smartphone. I called and was told a total of 5 times that my new phone was on the way only to find out there was never a free upgrade offered. Finally, because I have filed a complaint with the FCC, I received a call from a Denise Delgado, supposedly a T-mobile president of some such, saying that I did not get a letter from the Assurance Wireless but that I must have gotten a 3rd party offer for the free phone because Assurance Wireless does not offer anybody "free devices". I am so disappointed because after all the back and forth with them and empty promises they still just sent me the same old ugly phone I had!

called 4to5 days ago my wifes free phone keeps dropping calls did everything they said to do no chang they said they will send anether phone have not heardback no email or anything my email is [protected]@att.net account pin986213 name carla aleksiewicz plese let me know home phone #[protected] or email me I was told no charge wll get it in three to four days thank you plese let us know

Customer service over the phone is not very good at all. 3/10 for that.

Phone has a problem, oh we send you replacement for only $9.99, yet the replaced phone is 9 yrs old, made in 2014. That will not even turn on now, never even got to activate the device.

Something needs to be done about this company and its unscrupulous biasness it has or lack of regarding the public, and its business with the department of human services.

I have had service in georgia with this company since October 2021 I received the phone had it for less than 2 weeks and it was not charging I call I was told to buy my own replacement charger than about a month of having a new charger the phone stops holding a charge completely I spoke with at least 6 to 7 different people about the a replacement phone told by at least 3 of them I could get a free reply phone then told by the others I had to pay which I have no money to buy a new phone it's a free phone service I didn't have money to buy a phone that's why I have this free service but anyway I was able to borrow the money I was told 8 different prices but at wthis points it's been an additional 2 weeks and I'm still stick with a broken phone and I have health issues I need my phone service to speak with doctors and to get an ambulance if need be I am spoken with 2 "mangers" who can't seem to process my card which I know it's money on it it is a bank card active I remind you but I'm told to call my card service this is ridiculous how they mishandled mistreat people who is relaying on their services for everyday usage which is hopelessly terrible Iit has been over 2 or 3 months and I haven't been able to even get a real person on the phone not that they help but now it's just a automated service who hangs up on me after asking for me to enter my number like 3 differ times, people r depending on your service and should not be subjected to this kind of abuse and neglect free service or not doesn't not mean you should not give reliable services. I need a new phone and I was told I can't simply go buy another because not all phone are compatible now only am I not able to fix my problem no one from the assurance wireless network has fixed my problem.

I can’t believe this. I have a cell phone from assurance wireless and is not working at all . Cant make calls , can’t receive calls , cant receive text , can’t sent a text . I called these people many times and they are clueless they don’t know their job they go in circles……. They are using T-Mobile tower and putting T-Mobile names in the dirt

After using the phone for 2 and a half years, the battery of the phone suddenly died and could not be used, so I reported it to your company and promised to send a Motorola g pure replacement for free. After waiting for a few days without any news, I called again to confirm and told me that the promised plan does not count and there is only one low-level phone to choose from, and I am forced to make up the money? Then I chose to complain, another customer representative expressed understanding and apologized and reopened the case and said that a new phone will be sent immediately and it will arrive in 5-7 days. Now the nightmare reappears.. Does your company have professional customer service and how do you treat the so-called value customers? That's what you said already solved the issue? I am deeply disagree! Shame on you

I started service in january 2023 and today is may 31st... My first phone from them was also the schok volt sv55 which was defective first day I received it. I couldn't hear the person calling me and vise versa (some calls were ok but started getting worse) I called customer service and was promised an upgrade and within a week the same phone arrived! I was pi***d, called them back and was assured it was a mistake and for sure an upgrade would be delivered 3-5 business days.

...would you believe on the 4th day I received schok phone #3! Hell na! Called again and they ran the same ol song and dance speech about warehouse limited on selection and whatever, whatever. I've called every month more than twice complaining about the low grade phones I've been sent (schok, ANS {3 different models}) sometimes 2 phones a month and was even promised the revvl 5 phone at one time. They are so polite when speaking to you but lie through their teeth trying to tell you everything they think you want to hear to make you happy. And last but not least, they'll send you a text message and an email quickly stating "thank you for choosing assurance wireless" and that "your issue has been resolved." ...and what burns me up is there's no way to respond to these messages.

How are you doing I never got my assurance wireless phone replacement and it was back in December 12 2022 I was supposed to receive my replacement phone at 9pm the representative lied to me about replacing my phone just to tell you Mail my phone in they sent me a envelope to lie about it. I was lied to several times no one came out to my house to give me a phone in person. They manipulated me with a ups envelope to lie to not have no one come to my house, I never got the phone.

My uncle is 81 years old and lives in a assisted living location and Assurance keeps turning his phone off and finally made me pay $10 and said it will be on for a year. Then this month turned us off again, saying what I paid for him was for text messages. I would have never paid $10 for texting for a 81 year old. Now they claim the ACP is reviewing his account and his phone will be off unitl June 21st. He was suppose to be in ACP since he had the phone. I dont trust them to pay again. They keep telling lies to me in order for me to pay. Its awful what they do to seniors. They are conning the seniors to make money. Over 2 years he had the phone so why now will they start turning his phone off. He is so nervous being without a phone to connect the family which makes him feel safe. Shame on you Assurance!

My second replacement phone had an issue with the charging port and would no longer accept charging cord. When I called I was told the new phone only had 90 day warranty and I would have to purchase a new phone from them. I refused as this new phone carries a one year warranty from the manufacturer.

When told I was going to search for another carrier todays agent offered me a super discount on a new phone for only 9.95. Would not disclose the brand or model. but a quick internet search finds most their phones sell for 12.00 or below.

Previously i had a phone go bad and they got me a new very quickly at no cost

The very first phone I got from a young lady named Angela that was out there giving out these phones if you're on government assistance I said okay cool you know cuz I needed a phone and I was an assurance wireless customer years years ago and never heard of a schok phone up until a year ago and you know my husband was like okay you know get it because you need a phone so said okay no problem you know I'll get it so that first phone lasted me 4 months and when I got my very first replacement as you know I didn't make a big issue when they sent me another phone of the same brand schok phone. But when that first replacement started getting messed up and the charging issue just like the first one that I ever got from them after 4 months it was a charging issue my first replacement was a charging issue and I had to put the wire a certain way or the phone a certain way just for it to grab and charge and you know or turn the phone off just so that it can charge or the battery level will go up and down. Now when I called customer service again the second time for a second replacement and told them please do not send me another schok phone because the very first one that I got was an issue then the first replacement was an issue then they ended up sending my second replacement phone to the wrong place so I had to wait another week which in total made two weeks. So not happy that I had to wait 2 weeks to receive the same POS school phone. When the lady claims that she made a note of it to make sure that I do not get another shock phone but after waiting 2 weeks just for them to send me another one now when I call them again about the second replacement phone having the same issue which I got it off right now just to charge but even that it doesn't even want to charge correctly while it's off so again I have to put the phone in the weird position or the wire and the wire and a weird way and instead of the battery level going up it's going down so I might have to move it again just to make sure that it battery level goes up instead of down so this phone is just nothing but a headache and then when I called them and told them that you know about another phone they said well I'm no longer on the warranty and that to pay $30 well 29.99 for an upgraded phone which I'm not paying them $29.99 because to my shock is probably end up sending me the same piece of s* phone that I've already had a problem with this is crazy that now there's would have been the third replacement so instead I decided to just apply for SafeLink which is a better company never have no issues with SafeLink so I'm Assurance Wireless has changed so much from what it was years ago then what it is now I mean the service is horrible you know and then the phone that they send you obviously so they give these phones away and knowing that these phones have issues and I just don't understand why they keep giving these phones out to customers when if you care about the customer and say thank you for being a loyal customer then prove it by providing better phones than these schok phones which obviously are a piece of garbage and I'm not blaming the customer service it's obviously the warehouse and the CEO of this company which is located in California so how are you making your customers happy when you're earning money on people's misery over some piece of crap phones that you know Sucks. I have a phone that's about 4 years old that works better than this freaking phone my mistake was ever signing up for assurance wireless and I'm just going to go back to SafeLink cuz SafeLink is a much better company. SafeLink has a web store that you can purchase phones or you can always purchase a SafeLink (TracFone) from Walmart. Assurance Wireless was never like this years years ago. So many phones to choose from back then. They should take these Schok phones off the Market. Unsatisfied customer. Look how I have to charge it SMH

5-27-23 I just received my new third replacement phone by mail yesterday which I set up a half hour ago. The represenitive told me to test the phone before calling back to see if I can pay for an upgrade as I believed the Schok phones are defective, Once again I am floored! This third Schok is cutting out during phone calls ...same as the other two phones. i have already spoken to three reps this morning. You have such incompetent people working for you. if you look back on the issues. An hour later now called back and spoke to supervisor Kim, who would not give me her number only supervisor Kim. Said to call her back and she will get on line to troubleshoot my phone. I could not get her once I called back. She Lied! Supervisor Kim told me this is a Government program and I get what I get. I cannot request a phone. I asked if this crazy problem with Schok phones and others? I does, so why would you continue to send them out to people if they are defective?!?! Speaking to Roxi now and she has me on hold. I will send my old ( one month) schok phone back to and take picture of receipt for you. Is there someone hire up that can help with this problem of the defective Schock phones? Each person I have spoken with tells you something different, cannot speak english correctly. Who is in control over these things? Now speaking with Supervisor Raymond ... This is a Joke... You do not help people .

I was interested in the Assurance Wireless advertisement and joined and then found out I couldn’t use my iPhone so I canceled the account or so I was told. And they took my ACP discount from my Optimum acct.! They claim they mailed a phone to me which I never received and I started getting mail from them. I don’t have a phone or phone number or acct number. I got my ACP discount applied back to my Optimum acct. and now I’m getting mail saying “at my request” which is a complete lie, they are trying to retrieve my ACP Discount again! I’m so tired of dealing with the Assurance Wireless company and getting no results.

I do not want any kind of account with this company, I do not have a phone from them, I do not have a phone number from or anything. I do not want to have to keep changing my ACP Discount back to my Optimum Account every month! This company is ridiculous!

Thank you

My name is Grace Robles this incident happened second time. My assurance Wireless Cellular phone disconnected in the middle of a very important conference. I am notified by assurance Wireless ACP plan I have filed April 23,2023 and I have signature on the notified ACP approved notifier April 23, 2023. I have copy of the approve assurance wireless ACP plan notification. Please restore my cellular service.

The constant buffering and lag is making zoom meetings with potential employers near impossible. Can't even seem to land a job due to it. I'm without a roof over my head because I can't stay connected long enough to finish one interview. With service like this, how is one supposed to get ahead. It's rediculous. I know it's free, but even those of us with little to no income deserve better. Seems Assurance Wireless only cares about quota.

I have spoken to 4 different customer representatives on different occasions regarding a new phone since my current phone is old and works poorly. Each time, my information and address is requested and after being put on a long hold, I was told that I would be receiving my phone in a few days.

Whenever I would call to inquire about the phone I was told at first that the wrong phone was issued to me and due to it's expired warranty, that I will not be receiving that particular model. The next time, I was told that there was an error with the first order but this time, I should receive my new phone. Recently, I was told to make a police report on the phone because it showed that it was delivered to me by FedEx, however there is no tracking number nor delivery date.

I requested to speak to a supervisor who was rude and unprofessional. She stated that unfortunately because of an error with my order, I cannot place another phone order unless I purchased one. I refused and told them that they would be reported but she immediately hang up on me. That was not the first time that they suggested that I purchased a new phone from the many times that I have called regarding my phone replacement. I believe those folks are scammers and I am concerned about my information.

Many called to AW, spoke to over 15 reps and therlee supervisors in last two months, to try to resolve a problem with two Schok phones, to no avail. Each rep " assured me " they would take care of the problem and sens a new phone " Motorola within 3 to 5 business days. Yet two months later, I am waiting and each time I received a conformation number, another rep says there was a mistake. My phone is broken from the he beginning and Schok phones are somehow deficitive. Supervisors are giving wrong information and calls to reps are being disconnected. Assurance Wireless is not professional.

I have been with assurance wireless for many years. I have never been happy with the phones they provide. So approximately 3 years ago I found an avenue through assurance wireless to purchase a Samsung. After receiving the Samsung, I was very happy with assurance wireless. I spent approximately $150 on the phone. But it worked 10 times better than any assurance wireless phone that has ever been provided... Approximately 3 months after purchasing that phone insurance, wireless went under the T-Mobile umbrella. And I could not use the phone I had purchased anymore. The new phone they sent me is a joke. And I have tried many times to find a way to purchase a phone myself to use with the assurance wireless service.

I have been told many times that I could upgrade for a certain price, but not pick a phone. I've also been told that I can't upgrade. I've also been told that one would be sent to me free of charge. And have received many notifications in the mail that that phone is on its way in the next several days. This has been going on for at least a year. It gets extremely annoying to be waiting by the mailbox for something that I can use. And not want to just throw out the window. And what makes it worse is every time I call and speak to somebody who can usually barely speak English. They act like there's a solution around the corner, and then nothing happens. This has been going on for a very long time and I'm just very frustrated.