Assurance Wireless
Reviews and Complaints

Problems since day1 got approved & they sent me a moto_g phone no Sim card. So I had to call & they was suppose to send out a simcard..they sent schok phone that overheats & told me to keep the moto_g to use to connect to internet😔they couldn't connect because it showed it was registered to another person ...so school phone overheats & I asked for a better phone..they sent Sim card to go into moto_g..doesn't work..😟Im vision impaired so that bigger screen phone was a better choice..schok is defective..bad battery & I still am stuck with it..drops calls..can only use speaker phone because people can't hear me if I try to talk on without speaker phone on...I called 11 times spent hours of my life trying to make sense of this. They send me used phoned that are registered to another customer. .im so disappointed in them..today I called 2 hours of them not helping..I feel ripped off. Then they told me I could do the pay as u go minutes & I would get another moto-g phone for free. I don't trust it. I'm so lost & bring stuck with a schok phone that overheats is an issue. I don't want another schok phone..raggedy HELP ME.[protected]

My Lifeline program phone is over 2 years old. I called just to ask when we could expect a replacement for an older, becoming obsolete phone.

The CS person told me, not only was I currently eligible for a replacement, but actually an upgrade. And, would be getting a text with more info next few days. Great!

Never got the text. Called back, got the same response, so waited and again, never got a text.

Called again, was told the first two CS were wrong, please give us $38 and some change for the replacement upgrade.

I said no, I was told by two of your reps etc.. She spoke in circles, asking for the money, I asked for a Supervisor.

The Supervisor, said the same thing. So I asked for their boss. Supervisor finally agreed to give me an upgraded replacement.

After two days and no contact, I had a suspicion the Supervisor was not being honest, and nothing was going to happen.

Called again, to speak to a Supervisor again, who admitted the previous Supervisor lied to me. Again, I asked for their boss. They would not connect me. I asked for their Corporate contact info, so I could share my experience with the higher ups. They would not give it to me.

I found another number to call for AW, and after talking with another CS person, they had a higher up Supervisor call me.

That Supervisor was asking me why I wanted the Corporate contact info, and as I was describing why, we were disconnected.

They did give me a # for my case, [protected]

At this point I'm writing to Corporate as I believe I may have found the info online.

If they can't resolve this, the next step is to contact the Federal office in charge of the Lifeline program, and take it from there.

To say, most every time I've had to deal with this company, it's always a mess, they always talk in circles, do not listen, and lie. I'm tired of it, and it's going to end, as I will indeed go to the Feds if required.

Also, as a separate issue on it's own, the model of the phone they gave me that I have now, has been proven by professionals in the tech community to have malware installed on it. It was traced back to the factory where these phones are produced. The previous model before this model, was also found to have the same problem, fwiw.

The phone model is U693CL, as provided to me by Assurance Wireless for their Lifeline program.

I just spent 3 hours on the phone with Assurance Wireless so I can be told that the representative lied to me and the fact that I was told I would be billed for my replacement phone was a lie. I’m unemployed, no income, need the replacement phone to look for a job.

I can buy a Shock Vault cell phone at Walmart for $8.99 and Target for $9.99.

On the account history there shows over 1000 phone calls since June 2022 that I did not make or receive. Showing area codes that don’t exist like 123, 136, 181, 183. Also, never transferred my phone service either like you indicate I did on 6/5/2022. Does Assurance Wireless realize what a joke their company is. Train your employees, give them knowledge.

What ever the customer need is; figure a way to handle it on the spot. Assurance Wireless is comparable to the collect debt industry where you pretty much bully your customers to get them to pay. I feel like Assurance Wireless just harassed the Hell out of me. There’s Tornado evacuations where I live in Fort Myers, Florida as I write this. Assurance Wireless, doesn’t give a [censored] about no natural disaster or about me needing a phone to get a job.

This is the second complaint in two days. The first was in regards to a rep that wouldn't listen to us or knew what she was doing.

A few days ago, I had a Supervisor change the phone number that I got with this phone back to my old phone number. This is after the fourth time I called to do this.

Yesterday, my friend lets me know that my messages are showing the phone number that came with this phone, instead of the my old number that was supposedly corrected. I removed the phone number that came with this phone from my google account too!

Every time I call, the recording says there will be a 30 second wait time when it's always 5 minutes or more. Misleading. I spent time on hold today about this, he sends it to an Escalation Specialist and I'm on hold for way too long again. I just hung up. If a Supervisor can't fix this after four calls to these reps, I'm not going to keep doing this. All they are doing is causing me more stress.

On 9/23/2022, after 3.5 hours on phone and about 6 different agents, I was told my son's phone should successfully connect to the network within the next 24 hours. It has been much longer than that and at least another 2 agents have said it will connect within 2 hours or another 24. We have been waiting over 3 days now. It is the night of 9/26/2022.

My son is without a lifeline phone as he lives without a landline.

This same phone and phone number were previously assigned to a different Assurance Wireless account belonging to a relative on the morning of 9/23/2022. After the process of porting the phone number to the new account and then activating the same phone on the new account, the phone will no longer connect to the T-mobile network. No one seems to be able to fix the issue. They claimed it was escalated 9/25/2022. Then I was told it was escalated on 9/26/2022. No one ever calls me back to troubleshoot or confirm the problem has been addressed.

I have verified airplane mode is off, the IMEI and ICCID numbers are correct. The network has been "reset" in settings multiple times. The wi-fi connection works, but I cannot make wi-fi phone calls or send text messages.

I applied for assurance wireless over a month ago Application #[protected]. I live in New York and my zip is 10452. I had Assurance wireless for over 12 years using the number [protected], I tried to apply for another service because may call will not go through or kept dropping. I went with Qlink but Assurance wireless would not unlock my phone to take it to their company. I then had to reapply which I did twice, both times online

The first application was on Aug 26 and then again on Sept 11 because I was told that they could not find an application. I submitted the required documents to National Qualifier and already be approved and given a 10 digit Qcode

Every time I call this company they are not providing me any answers. National Qualifier did their part already why is it that I been given the run around to get the phone? This is unreal?

I have had an assurance phone for ten years I have had my phone replaced several times over the years. I was told a replacement phone was in the mail it didn't come I

called again then you wanted me to buy a phone for 3999. I said no. Then I called again still no phone...I am disabled. I am on a fixed income 940.00 a month. I am on food stamps 120.00 a month. I pay 500.00 a month rent. And 40 a month for auto insurance. I don't know how you think that I can pay for a replacement phone or phone service. Your service sucks but it all I can afford.

Tried calling customer service to have my old phone number back and this rep wouldn't even listen and didn't know what she was doing at all! Due to the fact that she would not listen. We got so frustrated with her not listening, we ended the call and didn't accomplish a thing except get angry. Ridiculous. Second day I have simply tried to change this new number back to my old one. My witness was also involved because this rep called her with my number and she continued to talk over her and not listen. The rep I talked to yesterday was wonderful but this one wouldn't listen or do what she was supposed to at all.

I have never come across a bunch of biggerliars and incompetent customer service people in my entire life than those that answer the phones at Assurance Wireless. I was told that if I signed up for unlimited service I would get a free Moxie phone but never got it and promised about 10 times it would come. the last time I was promised it would be here within 10 days and that was on September the 9th I was promised before that it would be here on August 4th August 5th and then I was told that I didn't sign up for the unlimited service which I did, then I was told I didn't sign up with the voice authorization which I did, what a bunch of incompetent fools. I am going to put in a complaint with public Utilities Commission in California, the Better Business and California LifeLine, most importantly the USAC. Assurance Wireless is a deceitful company and they should not be allowed to participate in the lifeline program

It’s been over two months that I have been waiting for a phone. I had purchased 2 phone, they both didn’t work. Sent them back for a replacement, I was told the 6 times I called that I would receive a phone within 3-5 business days. I called a month later 8/26/2022 and was told and assured that it was the company’s fault and would receive the phone within 3-5 business days and my service would not be canceled due to this issue being Assurance Wireless fault.

Today 9/22/2022 I called to see why I have yet to receive an confirmation email or the phone and I was told by “Dani” that my service has been canceled and I would not be receiving a phone. This is fraud! This company will lie to you and take money. The BBB will be notified of this company and the scamming they are doing to people. So I’m without a phone and money.

On 9/15/22 I called immediately being it is my only phone now. They said within 1 year from the start of assurance you can get 1 free replacement phone. The reps are always nice it is unfortunate they are in another country. I could use a part 5ime job.

Anyway, d7ring the order the rep asked me for a credit card and said it was a fee NOW for this service. I had 65.00 in my bank account living on SSDI, SNAP & section 8. I gave her the card and immediately the money was withdrawn from my account. I never re eived any email for the replacement order nor a rece8pt for the debit card transaction. I use less than 1gb of mobile data and 85% time on my home wifi so my service is free. Every month.

To make matters worse mother calander does not synch with common ones. So I had no recollection of my doctor appointments. I called them everday and not once d8d they show or confirm the order. They accidentally mentioned a review. Then they pretended to find a tracking order which of course does not exist. This is adding stress, aggravation, stress, anxiety and creates an abuse of power for vulnerable people.

On 08/11/2022 I purchased a replacement phone for my Assurance Wireless service. I have called 3 times and still haven’t received the phone. My debit card was charged $44.09 and I now want a refund and I will change service asap.

Since I haven’t had a working phone for well over a month you may contact me at:

(Re: 325.446.5102)

Thomas Nasworthy

[protected]@gmail.com

I ordered a free phone and it was not shipped to me, as it said that they have but it was in a wrong state/destination. Application was approved on September 2, 2022.

The first UMX I had wouldn't keep a charge. I'd take it off the charger and immediately it'd be down to 78%. I called Assurance to see if I could just get a new battery, but they said no, that I had to switch phones. So the second UMX I got- why do they keep sending the same phones- it kept blacking out after I made a call when I needed the keyboard to enter a number. I had to smack it against my hand to get it to come back on screen. I know these are government phones, but it would be nice to get ONE that actually works. I think they just send unfixed phones to different clients, that is not professional or fair to us. I am sure that other government programs do the same. Why would they waste the money they receive fixing broken phones?

My original phone was stolen so I called in to let them know they sent me a shock volt 55 as a replacement within 26 days the phone had an unresponsive screen I called in to let them know and they told me that they would be sending me another phone I waited a week and received a phone that wasn't from assurance wireless so I couldn't hook it up that was week one week two I'm waiting and was told that I would receive a specific phone that I requested haven't received it now week 3 I've talked to five people that all guaranteed I would be receiving the phone that I requested and now going into the end of week three I was told they're sending me the same shock volt that didn't even last 26 days but told me to wait for x amount of extra days because the phone I requested was on backorder and they decided not to send me the phone that I specified that I wanted that I requested and they're not sending me the same exact phone that died within 26 days and told me I just have to deal with it. I requested the Motorola pure g because I had it before on another company and know that it was a good phone like I explained to them my concerns were I can't find a phone case anywhere for the shock and it also died within 26 days I have to have my phone to call into my probation officer every morning by 5:00 or I go to prison for 3 years and they told me just deal with it I am not satisfied at all with this company that whenever you request a specific phone wait extra time because of a phone being on backorder and then you still get sent the same exact phone that died within 26 days so now here I've waited almost a whole month for a phone just to be sent the same exact phone that I could have been sent almost a month ago if they were just going to send me the same exact phone the one person I spoke with who was supposedly a supervisor got loud trying to over talk me on the phone telling me I'm just going to have to deal with it that's what I'm getting and that's all they're going to do I'm not satisfied at all with the performance of the agents or the supervisors every one of them had an attitude every one of them decided that they wanted to be very rude while trying to handle my complaint and like I said to all of them if I waited x amount of days extra because of a phone being on backorder why am I not receiving that phone especially since I received a phone that was not compatible with assurance wireless and now I had to wait another week and a half for a phone just to be sent the same exact phone that I'm already having problems with that died within 26 days and if I don't call my probation officer I go to prison for 3 years my daughter loses me for 3 years but I guess that's okay because I'm nobody and my daughter evidently don't mean anything because it's not an insurance wireless employee that's going to be going to prison or have their child lose them for 3 years

Last Friday my phone service was interrupted I consequently was on and unlimited plan every month though I was told on the 14th or 15th of each one that my service has been renewed so that being in case I wonder why if they took me off the unlimited plan why was I not told I provided your employees my ACP number which is b612-844-1575 I was told by the ACP person the other my phone service didn't have never been interrupted consequently I've been up with that phone service since Friday I called and talked to one of your representatives and she kept giving me the runaround she even hung up on me and that occurred today which is Monday after 3:15 p.m. Eastern Standard Time I asked the young lady for her identifying name and her her poor digit number so that she could be identified she hung up on me please address and fix this problem ASAP because I'm told I can't have any phone service until the 15th and 16th of this month

My name is Thomasina Brown, Phone number [protected], Brooklyn, NY 11221, member of Assurance Wireless for over 10 years. I am a senior citizen, with health issues and do not have a landline. This information I believe has been noted on my account.

My Phone died 12/25/2021, reported when I had a chance that phone. They sent me a phone out the end of January, 2022, which I never received. I advised customer representative at Assurance Wireless I had not received the phone. I advised saw the phone had been received and he would have them to resend out. They never resent the phone out. I have been going back and forth to have them resend me a replacement phone. When I called I was advised to send back the, I believe UNIMAX, which sent back between February/March, 2022, I was told in order to have a replacement sent out I had to return the UNIMAX, which I did. I have been harassed, regarding a phone which I do not have. I sent back the phone without the battery, because the battery was swollen.

I have never in all my years associated with Assurance Wireless, never not returned a broken phone. I was sent a month by a Technical Support, who apologize what I had endure. About month, they suspend my service again re phone which they have,

My WIKO phone is GARBAGE! (JUNK!) I can NOT call or Rec. calls inside my house! I have to go out in the parking lot to get just 1 bar! I need a NEW PHONE! NOT a junk WIKO phone! Send me a NEW PHONE that works! My name is Heinrich Buettner. 10524 SW 79th Place Miami Florida 33156. My phone number (That does NOT work!) [protected]. My pass code is 575757. PLEASE SEND ME A PHONE THAT WORKS! My neighbor has the exact same phone with the exact same assurance life line service, and he to must leave his apartment and stand outside in the parking lot, to make and rec. phone calls! you keep sending me the same garbage WIKO phones that NEVER work! Send me a (NEW) phone that does work! These WIKO phones are worthless! What good is a phone that you can not make or rec. phone calls on? PLEASE send me a NEW phone that works! By the way, I tried calling 611 and she could not hear me or what I was saying either! She said I was breaking up, and I had NO service bars on my phone, and I was standing in the middle of the parking lot! This is just ridiculas! PLEASE HELP ME! Thank You. Heinrich Buettner [protected]. 09/09/2022.

I went to assurance wireless about 6 months ago .right from the start I had issues with my Schok phone dropped calls ..no service. To my phone it would go from 4g to 2g right in my apt...they sent a replacement phone ..same phone Schok V55 still had problems with service dropped calls no service to call out...this time. They change towers for a better signal... Didn't help ! They send me another phone Schock V55. Activated it on August17th immediately I had issuse with the phone I set it up do my pin # to unlock phone it let me in a few times then it locked up couldn't access any thing in my phone I call service tried to walk me through. To do a master reset the phone wouldn't go into reset command...so they told me to go to. T Mobile to have them unlock the phone ..i did I took me 2 hours at T Mobile and they couldn't get it to reset command it is. A Defective phone on the 17th they assurance said they were sending another phone on the I've been waiting for a phone for a week meanwhile I couldn't use my phone at all ...i called yesterday they said no phone was ordered to be sent to me ...i flipped ! It's like they don't care to leave me with no working phone for 7 days ...very sad I'm disabled and Ned a way to call for emergency !

It did not arrive so I talk to Ryan on 8/30 about the order he tells me it will arrive monday. But today I get a letter from Assurance Wireless that my service will be cut by September 23 if I cannot use it. I received this kind of runaround from tracphone and was unable to even use that spare phone to call and order a new phone from Assurance Wireless. I had to use my neighbours phone. Please help me, I feel I am being given the runaround. Thank you