I am enrolled in the governmental "Lifeline Program" with Assurance Wireless. During this year, beginning in February, deliveries of my replacement phones have been subject to REPEATED THEFTS by unknown persons at my residential apartment building. Each time I discovered from Assurance that the phone had been delivered and I had NOT received it, I called from an office phone to CANCEL the account so I could REAPPLY and get a replacement.
However, on July 15 I was sent a postal message from Assurance Wireless stating that "Upon review of the USPS tracking number... records indicate that [my] device was delivered AND ACTIVATED on JUNE 21, 2024 with the mobile number ending 2427. Upon further review, [it was discovered that my] account REMAINS ACTIVE AND IN USE." The account number [protected] SHOULD have been CANCELED and the STOLEN phone in use with it DEACTIVATED.
Desired outcome: REPLACED PHONE SENT USPS AND FORMER ACCOUNT NUMBER CANCELED AND PHONE DEACTIVATED
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You've been dealing with theft and incompetence, and Assurance Wireless needs to take responsibility immediately. Here's what you need to do: contact their highest level of management and demand that they cancel your account and deactivate the stolen phone. Make sure they understand the severity of the issue and the frustration you've experienced. If they don't respond, take your story public. Use social media to expose their failures and put pressure on them to resolve this. Don't back down until you get the resolution you deserve. Stay strong and make sure they know you're not going away until they fix this.