Assurance Wireless review: Free replacement phone

Hello, my name is Jennifer. Back on August 8th 2023 I had reported my cell phone [protected]) with account pin number 042881, lost and slightly damaged. I spoke to a representative named Megan. She had told me since I was a valued customer and its been a year that I qualified for a free replacement phone. I explained to her that I had no other phone and I was using someone elses phone and how important it was that i needed this phone replaced because of having kids in school and to be able to make and receive calls in case of an emergeny and for doctor appointments. She said that she would be sending a text message to the phone I was calling from and would be receiving my free replacement phone in a few days. She even gave me a confirmation number of [protected]. Four days had passed and no message was sent to the phone I called from [protected]) so I called back on August 12th 2023 and spoke to Sally. Sally told me Megan misinformed me and said she had to send me a letter to my address (3872 7th Ave North Apt D St. Petersburg FL 33713) and once the letter arrived, to call back and then my free phone would be shipped. August 15th I called back because I did not get no letter. I spoke to Monica and she said she was going to resend the letter and once it arrived, to call back and (as I was told by Sally) then my free replacement phone would be sent to my address (which I was told the same by Sally). August 22nd (still no letter or replacement phone) I called once again and spoke to a man named Charlie. I know it wasn't Charlies fault but I was very upset and emphasised that to him. I explained how I have been calling since August 8th and I still havent received anything. I explained to him that not only do I have 3 kids that are in school and no way to be contacted in case of an emergency but that I am a recovering addict and have zoom appointments with groups recover on Tuesdays and i need to be in contact with them for counciling in order to receive treatment. I already missed one appointment due to not having a phone. I did tell him that if I relapse because of not getting my meds because of being unable to contact my councilor, that I was going to sue Assurance wireless. Charlie said he had to put me on hold so he could speak to a higher up. He had me on hold for a few minutes, came back, said he was sorry that it was taking a bit and that he was going to place me on hold again to get a higher up. Well...while on hold, I lost him (not by any fault of mine) and was connected to someone speaking spanish by the name of Chris. Thank god he understood english and was able to assist me. Chris (as well as the past repersenatives I spoke to over the weeks) said that I sould wait 3-5 more days for the letter to arrive at my address and then to call back once I got the letter and then my free replacement phone would be shipped. He did tell me that if I paid a certain amount over the phone, that my phone would be shipped sooner. I don't have a job due to my disability. I all receive is foodstamps. If you need proof that I have zoom appointments every tuesday you can email me at [protected]@yahoo.com and i will gladly give you whatever information it is you guys need. I will even give you the information on my kids schools so you can contact them as well for proof. I am highly dissapointed with how this is being handled. It is now August 23rd going on the 24th and still NOTHING! This has been going on since August 8th, 2 and a half weeks later. Thank god I was able to at least borrow a phone this past Tuesday to contact my councilor because it was providor day and if I didnt find a way to get into group, the doctor wasn't going to call in my prescription. I would have been without meds! I also pray that this gets taking care of as quickly as possible because if anything happens to my children while in school, I want the schools to be able to have a permanient phone number to reach me at. As upset and frustrated as I am to want to swith to a different carrier, I'm hoping that this is taking care of quickly because I have had the [protected] number for years and dont want to change it seeing that, that is the number that all my family, kids schools, doctors, pharmacy, disability lawyer have always been able to reach me at. Please...I have dealt with quite a few represenatives since August 8th. I just want my phone so I can be reached in case of any emergencies and to be able to attend my zoom appointmnets with groups recover together. Please..,will someone get this taken care of immediately? If you need any proof for any reason, please email me at [protected]@yahoo.com

Jennifer Leone Metz