Assurance Wireless
reviews and complaints

Someone has an account in my name. When I applied for service on 3/23/23 the representative tried to charge me 100 for the phone and I said I didn’t want it. I received a letter on 3/25/23 that I had an account and to use my benefits every 30 days to not lose service. I don’t have an account with assurance so someone is fraudulently using my information. The representative I spoke with on 3/31/23 was upset because I didn’t want the service and wanted them to explain to me why there’s an account in my name so she decided she wanted to play on my phone after I ended the call she repeated called me 6 times. Y’all company is very unprofessional and scammers. This company is full of thieves and unprofessional representation and need to be shut down.

Assurance wireless cancelled my account for no reason causing me to have to go through the process of reapplying. Just for them to take longer to approve it. They preserved my number or so they say when they thought I was coming back to assurance wireless. Took over a month so I applied to SafeLink and now all of a sudden my account was deleted and I can't transfer my number. I hope assurance wireless crumbles and everyone loses their jobs, maybe then they will understand what people are going through

I called Assurance wireless to see if I could upgrade my phone, assurance wireless said yes I could and provided the cell phones for which I could upgrade too (which I had to buy). No problem with that because the cell phone (wiko Life3) I were using kept getting hot, losing calls, cutting off while I was on phone, pictures blurry, cannot send accurate photos of I'ds to governmental or corporate officials. Don't get me wrong they phone was fine a couple years ago but now I needs a better phone since I've retired.

I added the money onto my account for a Moto G Pure phone; I believe on March 18, 2023. Waited for phone, by the 24th called back than Assurance wireless rushed me an UMX phone overnight. Called them back and told this is not what I asked for. So customer service tell me if I go outside and look for a man with a blue shirt on that says Assurance wireless then they can sell me the motor G pure phone since the money is in my account. I live in the country I told him, those people that's selling cell phones are the city. So, he said just activate this phone, and we did. This phone is better than the Wiko cell phone, but I paid for the Moto G pure phone. I've been a customer with you guys since 2018. I have called five times within the month if March. I've never had this problem with Assurance. Then today another phone came by FedEx. I'm thinking it about time but looked at the phone when opening in up and it is the same phone I've just activated a couple days ago. The UMX.

I said to myself that's it. I'm writing someone to let them know Assurance wireless in Charleston,Mo. Needs to be looked at.

I have been on this program sent June 6,2022 I get food stamps and disability they keep telling me that I am on minutes I didn't sign up for they won't fix the phone I have done all of my paperwork I have lots of medical going on and can't call out can you please fix this phone I did ACP I have tried to resolve this with employee but they keep telling me I am on minutes

On March 17, 2023, I called assurance wireless to report that my phone had been damaged. They told me that I would be receiving a new phone in 3-5 days. I called to check on the status of my replacement phone, but they told me that I hadn't sent back a previous phone, which I did on March 21. They're now telling me that they need the tracking number from that return, which I don't have otherwise, they will not send me my replacement phone. I'm complaining because they lied to me about getting me the phone in 3-5 business days. They're refusal to assist me with my problem and for being rude. Either this problem is resolved and I get my replacement phone, or I will terminate my account with assurance wireless and switch to another service.

My acp code was [protected]. I've been waiting YEARS for a new phone! They sent a new one and it made a popping sound and never worked. I was a customer for over 15 years I'm not sure anymore. I was told I had INACTIVE SERVICE even though I had been ACTIVELY USING MY PHONE FOR THE ENTIRETY OF THE MONTH.

after being lied to berated, laughed at, patronized and HUMILIATED BY ALL PARTIES INVOLVED, I was ROBBED BY THE GENTLEMAN WHO POINTED OUT ASSURANCE WIRELESS ERROR and rewarded with PAYING $5 dollars Which I was told was CONVERTED INTO 250 MINUTES AND DATA... That was a lie. Then someone made rules up as my phone was being manipulated by customer service and being laughed at. I had enough. Your service is trash. I want my personal data removed from your sevice. You ROBBED ME AND DROPPED ME AFTER LYING ABOUT MY PHONE USE. ASSURANCE WIRELESS I BEGGED FOR THIS ISSUE TO BE RECTIFIED TO NO AVAIL... Life long customer... New born hater of '[censored]'urance W'ireless. Customer service has gone to pot. Service is cancelled while in use?! Called a lair WITH VOICE RECORDED PROOF?! I see why no one likes this services I once praised... Terrible 😔

I had a government phone that was absolutely horrible right from the start. Screen would go blank, couldn't answer calls because the screen wouldn't come on, wouldn't receive texts on time. But I dealt with it. After a year or so of it getting worse and then loosing charge I called to have it replaced. Got charged, out of warranty? Got sent another bad phone that couldn't be activated because the screen would either not come on or it would freeze up. Had it replaced with a third phone that did the same thing! I am done with Assurance Wireless and these cheap phones. I went to T-mobile.

I have dealt with this for over a week the customer service is horrible they lie to you they don't listen to your concerns. Even the supervisors are idiots they do not know what they're doing they don't know how to talk professionally to consumers. I do not live at an address that I had applied for when I got the phone. I have no address and I asked if I could use my friend's address to get the new phone sent to his place. I have nothing but had hassles and lice from them stating that they need to verify the address and that they need information do I live there I explained it with them 50 billion times for a whole week if you need to verify the address and if you're not sure it should be sent there I can have you talk to my friend right here when my friend heard all of it on speakerphone. I just got off the phone with the supervisor and he wouldn't listen to me also how hard is it to send a phone to an address that I provided and then wanting it verified. I'm homeless I don't have an address so that's why I asked my friend if I could use his address to get my new phone and he said no problem and then they're having a big issue because it's not my address what do I do I'm sick of it I'm tired of dealing with these and I still haven't got a phone this phone that I have is a piece of junk I don't know what to do anymore I'm stressed out

I purchased a new Assurance Wireleiss phone and it could not be unlocked even with my 6 digit code. I called no less than 40 times and each time I was lied to. I requested a refund, finally after roughly 40 calls they agreed, sent me the Fed Ex form and then told me no refund. This is what the reps said:

Switch the sim cards, don't switch, send the phones back (both of them), don't send both back, just the new one, we will issue a refund, we will not issue refund, your new phone will be on in one hour guaranteed, we will not issue a refund because you are too upset, we will reimburse for cost of phone but not the tax and more and more and more lies.

I called February 24th to get a replacement phone because my phone will make my phone calls to drop and the battery goes from 100% to 0 within minutes. I was told I would receive a new phone in 3-5 days. I never received my ner phone. I called and the employees are incompetent and act confused.I was told that I need to wait another 3-5 days. I don't see how having a lifeline service program when I can't use the service as promised.

I called to get my Samsung s10 plus replaced..

I explained to the representative i only wanted a Samsung s10 plus replacement..

She said she need to check the warehouse stock...

Returned to the call explaining she found a Samsung s10 plus for me and needed me to pay a replacement fee of 9.99 plus tax, which I thought was cheap , but she assured me it was because i was a loyal customer.

I gave her my information and reiterated i only want the exact same phone,

She promised it would be, then proceeded to beg and coerce me to give her 9 and 10 scored on a survey.

I received a shock android not a Samsung, i was lied to, scammed, defrauded and disrespected.

I called to complain was hung up on and sent to surveys two times. I ask for supervisors and couldn't get one. They shut off my phone service in retaliation. I am a disabled mother of four. The assurance wireless representatives stole my money, ignored my complaints and disconnected my phone for their dishonesty.. we need to notify phone commissions and government agencies in authority.

I currently have three phones through this company and none of the phones have been able to activate been dealing with this since the first of the 1st of January and they have yet to come up with a resolution I was promised a 5G phone and I still received another 4G phone which does not work properly they have yet to return any of my phone calls to resolve the issue

Had two replacement phones over 6 years sent to my house.

This replacement phone went to a place I lived 8 years ago.

Can't after 4 weeks and countless calls get customer svc to understand. I believe I asked for American operators. They got angry.

Last conversation I got angry when they asked me to file a Police report.

For something missing I never got.

I see they have my old address on file. Can't change it without calling them.

I called, they took my address realized it was me and hung up.

I had an acute exacerbation of COPD and got out of hospital on 3rd this month . My phone stopped charging.

Now I'm dealing with this and I need to stay in contact with my Drs.

Still no phone

I went to my old address today .lady said she got the phone. She took to the post office.

I made the mistake of switching to Assurance Wireless. I am totally without use of my phone. The only number I can call is to Assurance Wireless. I have spent over 6 hours on the phone with them and keep getting hung up on. No one there seems to be able to help my situation. I have important calls I need to make and now have no cell service at all! I am so very upset and I just tried calling them again and now I have no reception what so ever.

I've been a aw customer for 3 years now. I accidentally dropped my Moxie 2160 phone a couple weeks ago, which now has a bunch of spider web cracks on the glass screen, but is still usable. Try to purchase and equal or better phone as their website shows. I was told schook Phone is only available at the warehouse. 2 days later, I called aw cust serv again. Rep put me on hold, then said had the Ravel 4 plus was available at warehouse, which was one of the 4 I hoped for. so I purchased it through my credit card. But they sent me a shoock volt sv55 instead. I called up aw customers service, and they said that's the only thing that they had in Warehouse. I told him I was

not satisfied with that, I need at least a 6-in screen equivalent to what I have., I being 61 with eye issues. And that they sent me a down grade phone, which has half the memory, smaller screen size, lesser resolution. I suggested if his supervisor or somebody else there with more authority or power to see if can connect up with Warehouse to see when they're going to get the next shipment of other phones or be able to replace me with a equivalent or better phone than what they sent me. They said no we don't do that that's not our policy. I spent an hour and a half trying to resolve this issue with them. But to no resolve. So I'm in process of sending the shook phone back with refund of my money. I'm very hurt, frustrated and displeased how assurance wireless cust serv, in the Philippines, say we care and care for it's customers, but treated me as like so what. I just care to obtain a good phone, as like shown in assurance wireless web site, under guides, like the revvL 4 plus, ans artisia, Motorola g pure.

The only place to get, but assurance wireless phones is thru them.

(I don't have home internet, only on my phone. (This moxee 2160 aw phone, I try to cast to my smart tv (without home internet), the phone resets itself every time I try to cast, then the SD card is not recognize. So I have to reset phone to get back to normal after that.. my previous aw phone able to cast to my tv without home internet).) 2.20.2023

Last year I was approved for assurance wireless cell phone and I got a moto pure and it's the best phone that assurance wireless has provided me and 2 to 3 months later the phone was disconnected! When I called assurance wireless they said that the time was up and I needed to go online and redo another application, when I tried doing so it would not let me put in the security code! So I tried to get Qlink to service the phone and there's a lock on the phone and I had to get assurance wireless to unlock the phone. Well assurance wireless said they could not unlock the phone but I could get another different phone and I coul d transfer the new phone to the moto g pure phone (sounds crazy because that probably means that assurance wireless probably have to unlock the phone which they could have done in the first place) so I went on line and filled out part of the application until it said that the post office could not find my address! How ironic since the post office deliver mail and package almost every day! I gave up and decided not to deal with assurance wireless! Hey it's a new year and out with all disappointment!

Since using this company in 2021 I've had to get 4 replacement phones. I never damaged the phone, instead they became overheated, or circuit failures caused phone to freeze, at times the phone would not receive calls while seated next to the person trying to call my phone. Lately they sent out the UMX models, as well as Schok Volt. After 2 days they just went blank, and can't be powered on, the equipment is poorly made and should not ve issued to people who are already at an economical disadvantage, or people who rely on it for connection to medical assistance, the elderly or disabled. In an emergency, they could die. The government I feel should revamp the program, and quality standards for equipment being distributed. I also believe a class action lawsuit should be filed against the FCC and these Wireless ACPs.

Phone not ringing, will not hold a call, must continue to push power button to hear caller.

Contacted Assurance 4 times. Originally Assurance offered me a free upgrade phone. this would solve my problem. When I called to obtain the new phone, the agent stated it would arrive on February 6th. It did not. I called on February 8th to find out, and this agent stated that I needed to enroll in the ACP program. It just so happens I was already enrolled in the ACP program so when I gave them the number the agent stated that it was not valid. I applied again and called assurance again. This agent stated that she would sign me up to the ACP program and I would have to wait 7 - 10 days and it would show confirmation validation on my email then call back and I would be able to receive the new upgraded phone. Unfortunately, the phone is unable to hold a call. It has been 10 days no confirmation. I call again to ask to speak to supervisor and or complaint officer. I Was told to hold on and was hung up on. This is a nightmare. All I need a working phone. Please help.

2/15/23. My phone service was cutoff this morning for no justifiable reason. I've had Lifeline service for many years and haven't had an issue with it until now. I'm seeing that it has been taken over by T Mobile. This is my only phone, I am 63 and disabled and distressed with this situation. I'm seeing an awful lot of complaints and wondering if my problem is going to be resolved within a reasonable amount of time if at all. This is horrible!

I was supposed to get a replacement phone I never was received I told them I moved and when I went back to the old house they said it never showed up I have called tons of times they lie everytime saying they will send another then I have to call so many numbers I have bn told to email different ones this is for the birds can someone that knows what they r doing and knows how to do there job right please help me