Assurance Wireless review: They scammed me out of my money

assurance wireless told me on sept.1 2023 i used up all my data for the first time in over a year i have been with them i get a 1000 mins. free a month and 4656.95Mbyte of data a month. i was told it was 10.00 dollars a year for add ons for my data and i would never run out of it again so i did it now im out of data again they are saying that money i have in my add ons is not for my data they STRAIGHT UP LIED to me i want every penny back that they took or give me my so called data plan add on. shame im still on the phone over an hour now trying to speak to a supervisor and i had one rep. hang up on me when told her i wanted a supervisor. and i was told again they record all calls so go back and listen to that call give me what i was told its sad how yall LIE and SCAM me out of my money. on hold again now 30 mins. for a supervisor. she said her supervisor will call me back after we hang up and she called back now she said hold on again for my supervisor OMG im sick and tired of all these LIES AND RUN AROUND over an hour now on this phone. OMG im still on hold THEY ARE PLAYING GAMES! 20 MINS. still on hold im hanging up and calling them again. OMG now this rep.is telling me the last 4 or 5 reps. miss spoke i do have unlimited data OMG. and if i need too ill report this to lifeline too up to yall? and i just called them again to speak to a supervisor they sent me to their survey and they straight up LIED TO THE BBB saying they had my ACP until march of this. year when i opt out thats a LIE cox cable has had my ACP for over a year...To Whom It May Concern:

Assurance Wireless is a brand operated under T-Mobile USA, Inc. (“T-Mobile”). As such, T-Mobile provides a response on behalf of Assurance Wireless. T-Mobile and Assurance Wireless may sometimes be referred to herein, collectively, as “T-Mobile”. T-Mobile is in receipt of your correspondence dated October 1, 2023, regarding the above-referenced account.

Assurance Wireless regrets any concerns Eddie Borel may have experienced with their account and we appreciate the opportunity to respond. On January 11, 2022, Eddie Borel activated their account with their phone number ending in 7909. At the time of activation, Assurance Wireless shipped Eddie Borel a ANS U316AT handset at no charge for use with their service.

On January 11, 2022, the account was enrolled in the Lifeline Program, the Affordable Connectivity Program (ACP), and subscribed to our Lifeline Plus ACP Unlimited rate plan, which provides unlimited minutes, text, high-speed data, and 10GBs of Hot Spot at no charge.

On March 30, 2023, the account became ineligible for the ACP per Eddie Borel’s request to opt out of their ACP. Therefore, the account rate plan was changed to our Lifeline Only rate plan, which provides 1000 minutes, unlimited text, and 4.5GBs of data including Hot Spot data at no charge.

However, on September 1, 2023, Eddie Borel contacted their customer care who offered and subscribed the account to our Premium rate plan, which provides 1000 minutes, unlimited text, and 4.5GBs of high-speed data with 2GBs of Hot Spot data for $10.00 per year. On September 1, 2023, Eddie Borel remitted a payment in the amount of $10.00 to the account balance, which will be deducted at $0.83 per month for their service.

Please be advised that per the Terms and Conditions that were agreed upon at the time of activation, “Prepaid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.”

Please be assured that we strive to provide world-class service to all our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any Assurance Wireless employee failed in any way to display that during Eddie Borel’s recent contact with their customer service.

We respectfully decline any refund for services. However, should Eddie Borel wish to revert to our Lifeline Only rate plan rate plan at no charge, they may contact their Assurance Wireless customer care at [protected]. As of October 2, 2023, the above account remains active with a credit balance of $8.90, which will be applied towards the monthly services. We regret any confusion regarding our billing and inconvenience to Eddie Borel.

Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.

Thank you for bringing this matter to our attention.

Very truly yours,

T-MOBILE USA, INC.

Ligia Montoya

Executive Response