Assurance Wireless review: Phone service

I paid Assurance Wireless $12 total for a government phone.

1. The original phone and the replacement phone had the same defect. The caller could hear me at some point in the call, but I could not hear them.

2. They wanted me to pay shipping and handling for another phone. I had to complain about that until they decided they would send me a different brand phone.

3. They told me that I could not return both phones through FedEx at the same time. Instead, they wanted me to send the original, then call them with the confirmation # showing that it was mailed. I followed their instructions and called them with the number. The representative then gave me a tracking number.

4. While waiting on a working replacement, I received 2 letters from Assurance. One stated that if the phone is not used by Dec. 5, 2023, service would end. How can I use a phone I do not have? The next letter on Nov. 20, 2023 stated that unfortunately, they were unable to fulfill my request for service because they were unable to enroll me in the Affordable Connectivity Program. If I was still interested in the Program, I would have to call the number or go online to their website.

5. In the middle of all the confusion, I am constantly speaking to customer service reps and demanding to speak to supervisors that ended up disconnecting the calls and transferring me to the survey when I asked one of them their names. At that point, I hung up and did not call back.

6. The company refuses to pay me the $12 (total) that I paid them.

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