Assurance Wireless

I applied for Assurance Wireless lifeline and was approved in February, 2022. I am disabled and need the service.

My first phone was on back order and took 3 weeks to ship. When the phone arrived it was an empty box with a statement from the post office claiming it disappeared during shipping. When I reordered the phone again I was told it would be 3 to 5 days for a replacement. It took 10 days but finally arrived in March.

I was immediately happy with my T-Mobile REVVL 4 and had great service. I loved Assurance (that wouldn't last). Sadly in May my phone was stolen and I needed to order a replacement. I was thankful at the time the replacement cost was $39.99 a sale down from $65 plus tax/fees. I was informed the replacement would arrive in 3 to 5 business days but took 12 days to arrive.

To my ultimate dismay the replacement phone was a brand that had horrible reviews, a UMX. I called customer service yet again and asked why I got this phone instead of another T-Mobile REVVL. I was informed that it was a temporary replacement as mine was on back order. Over the next few weeks while waiting for my T-Mobile REVLL 4, the UMX not only wouldn't run many apps , the phone died and would not power on or take a charge. I yet again called customer service and informed them of the incident. While speaking to the phone rep I inquired on how long it would be for my REVVL 4 to arrive. I was told they would replace it in 3 to 5 business days. I was excited about that and was happy to hear that news. 8 Business days later the phone arrived, yet it wasn't my REVVL 4, it was another UMX. Terribly saddened by this I called customer service once again to complain. I was told my phone was never ordered and the UMX is my replacement phone because that is all the warehouse has. Okay now I am upset finding I spent money on a garbage phone I would have not purchased thinking I was getting the same brand and was waiting in anticipation of a good phone for no reason.

Less than 2 weeks later in early July that UMX phone died abruptly as well.

So seriously disappointed I called customer service yet again (that is only the beginning to my customer service nightmare). I informed the rep that my replacements replacement phone had died. Yet again I was told the phone can be replaced in 3 to 5 business days. I was also informed they would upgrade my phone to a 5G phone because all the trouble I had. To my dismay that was all a lie still to this day.

All through July I called customer service on borrowed phones several more times wondering where my phone is. They assured me it would be there soon, it was on back order and would be shipped when it arrives at the warehouse. Meanwhile the fed ex bag containing my busted phones was shipped out to Assurance. In mid August many phone calls to customer service later, I was told my phone will arrive in 3 to 5 business days. Knowing that was a lie and is a cookie cutter fabricated response I yet again would wait. Meanwhile my Case Manager from the hospital decided to start assisting me as I needed a phone and couldn't believe all the trouble I was having. So on the 6th business day my case manager and I called again to find out the progress on my upgraded phone and why it hasn't arrived. As expected and just as I thought it was never shipped and it's been several weeks without a phone and waiting for something not coming. The replacement was not shipped to me as they stated I never sent back the broken phones. Ultimately I argued that I had shipped them via Fed Ex. We were informed that I need to retrieve the tracking number for Fed Ex and call them back with it. The next day I got the tracking number and even the name of the Fed Ex rep who signed for the package. The day after that my case manager and I called once more to give the tracking number only to get horrific news. My phone number was sold to another phone carrier and my account closed and there was nothing the rep could do to reopen my account. My only option was to reapply. What is this?!?! A f*****g joke? Saldly all that time and money wasted, I reapplied August 30th. Over a month without using the phone shuts it off. I got set up (you will see).

Two weeks later I got an email stating to activate my phone yet it had not arrived, so hence another call to customer service. Now that I have started over I was expecting a good phone. My case manager and I were told 3 to 5 business days and it would arrive. I called 3 more times through out the week knowing they lie about timelines. Finally I got informed there was a tracking number for my phone via USPS. Excellent! It was on the way. I also found out they have access to tracking the shipments whether Fed Ex or USPS. Caught them in their lie about me needing to get the tracking number myself. Dirty. Well unfortunately it doesn't end there much less a happy ending. The postal script was illegible and the adressee wasn't determined. The phone was shipped back to the sender. Yet again we call the dreaded customer service. I or my case manager called multitudes of times over two weeks ordering my phone. Three more statements of promises of a 5 G upgraded phone. I was getting told each call 3 to 5 business days for it to arrive and the previous rep didn't actually order the phone. Finally after being hung up on 3 times for asking for a manager, i got an area rep on the line. Finally someone that didn't say 3 to 5 business days. They told me there was a discrepancy with my address and fixed it. I know there was no discrepancy, two other phones were shipped to the address. Eventually on October 6 a phone arrived. That's half of July, all of August and all of September waiting 3 to 5 business days for a phone. But just as I expected I got a piece of crap phone, a Schok Volt which has a multitude of issues right out of the box. Where is the 5 G phone? I called customer service to get help with the networking issues I was having with the phone. I caught them in another lie, but didn't realize it until after my latest call. I was informed the network tower was being worked on in my area and they need to transfer towers. I would have to shut the phone off for two hours and see if the network is fixed after that. Nope it wasn't. I tried to call them back but that two hour wait put me over their closing time by 10 minutes. Dirty. Come to find out my friend who is a line engineer told me all the towers in my area are already set up for 5G and I don't have to shut off my phone for a tower switch, it's automatic. Dirty liars, almost all of them. Almost everything about Assurance Wireless is fraud. Scammed me and my insurance out of money and time.

I have never had so many lies shoved up my disabled a** in my life. Do not trust anything Assurance tells you. You may get one honest customer service person out of hundreds like the one that shed light for me. You will not get a phone that works for more than two months or ever see a 5G phone. They want you to pay for the crap replacement phones and make it your fault they broke down. They are scripted to lie to and fraud you and get paid to do so. After my Schok Volt dies, and it will, I will give up on Assurance and will testify in court for frauding the government and their customers. They charged my insurance and my wallet yet deliver BS. I hope the government fines them heavily and shuts them down giving the contract to a more responsible company.