Assurance Wireless
Reviews and Complaints

I have a gov. Provided assurance wireless phone. (schok volt sv55) the phone broke while I was attempted to restart the phone cause the volume was stuck in the middle of my home screen. I pushed restart an it cut off an wouldn't come back on. That happen june 18th. I called assurance, an they asked me questions about trouble shooting? The agent I was on the phone with, could hardly speak good english. I was on a landlines phone. She insisted that I try a new charger. I told her nothing was wrong with my charger an no damage was done to the phone. She told me 3 to 5 business days I would receive a replacement phone. It took 3 weeks to get the phone. They say it was a problem with the shipping address. I talk to at least 6 service agents who each time said it was resolved. I would wait 5 days an each time the same thing. The phone will be there 3 to 5 days. It took 3 weeks! I finally received the phone june 29th. Today is aug 3rd the phone had broke again. Cut off an won't cut on. They sent me the same phone that I had before an it's broke again. (schok volt sv55) I asked if I could get a different phone an they told me no. That I could purchase a phone. I'm not the only person having problems with that phone but they continue to send people the phone. Now in without a phone again. It didn't last me a week. The service is bad,. People call me an they can't get me half the time. You can't hear when your talking. If I wasn't trying to keep my same no# I would leave asap. They sent me a prepaid postage to send the other phone back. An before I could send that phone back the replacement phone has broken. Now what? 3 weeks before another replacement? Or they can't send me a phone until they get the other broke phones back. I did nothing to the phone. Didn't drop or damage the phone what so ever! I'm disabled (wheelchair) if something happen I can't call for help cause I have no phone an I stay alone! This is the worst service an phone that I have ever experienced! This is a gov. Service program an they shouldn't be allowed to service the public an this is the type of service they provide. Assurance wireless is a complete fraud! An i've read other complaints of people going threw the exact same ordeal that i'm going threw. When will enough be enough? As you can see there is no damage to the phone. This is past frustrating!

hi my name is jessicamareie garcia and i to my understanding now that i have had a assurance wireless phone number for awhile well since i have had this phone i cant lie my life has been a little better but i have only had this phone since june 28 and i feel like peole control it like the hackers that control my life already. right now my ohoneis broken and i cant charge it. could you plz send me another in express mail please i am in a gaslighting situtaaion and have been for years and i really need to get away from waco its turned in to gangstalking i just want to get away from here. [protected]

Today, I returned my 4th phone to Assurance Wireless. 3 junk Chinese phones in a row. My friends TCL REVVL 4 (Assurance Wireless) works quite well while he is sitting on my couch, but my Schok Volt SV55 will not. It even drops calls while I'm on the phone with 611. Can't call my voice mail to even retrieve messages. When I requested a new phone about a week ago I told them that the revel for works and that the shock phone does not. I requested the REVVL 4 and the agent said she would send me one. I specifically asked again are you sending me a REVVL 4? She assured me they would and to my surprise I opened the shipping box to see another piece of junk Chinese phone that I did not even spend the time to try to activate because I knew it was not going to work. The agent told me to activate it and send the other phone back. I told her no way I was not going to waste my time again. The customer service seems to read information from a formatted page instead of having a decent idea about to do certain things. When I was trying to activate the service initially with my first telephone, I was trying to import my number from my old phone. It took 22 calls between T-Mobile and Assurance Wireless before I finally asked one of the agents if they were trying to sign in with my six digit PIN and they told me no. They told me there is a different pin for internet access. Because I have never used their app and signed in I was not aware of this so I finally had to tell the 23rd agent I spoke to that I had figured this out on my own and got it from T-Mobile's customer service. I was on the phone for over 12 hours. I was about ready to blow the lid off of my kettle. Imagine my surprise when I hooked up the phone and it dropped the first call within 5 minutes. As far as the customer service goes I can't stand all the forced small talk replies and comments. My name is Tim and I was called Timotee about 10,000 times.

While talking to several agents in the midst of ordering replacement phones I had two different agents tell me I did not send back the prior telephones. One even asked me to supply them with the tracking number from the receipt where I had dropped it off at FedEx. I have now spoken to 33 different agents and have been without a working phone for 7 plus weeks. I have stage 4 cancer I am a diabetic and I need both of my hips replaced. I spend a good deal of time trying to make appointments for my borrowed telephone. I want a working phone!

I am a lifeline customer.

Service of making and receiving calls and text messages started Wednesday July 27, 2022 ard 6pm.

I can not do anything...not even check my voicemail.

Signal has been going in and out since July 27, 2022.

I had to download textnow just to make business calls.

And I have to be around wifi to use Textnow phone app.

I called customer service and was told that the service provider for Assurance Wireless is in the process of upgrading and thats why my service is messed up.

I am not around ifi all the time.

I need my phone to work properly.

I really need this issue to be resolved asas.

I can not make or receive phone calls and no Internet connection I have called assurance wireless more than 3 times over my replacement phone I was promised a new replacement phone never gotten first it was a problem with my replacement phone and now its they don't have service in my area 37825 I no for a fact they do I have been with assurance wireless for over 8 years I have also sent people to assurance wireless they just don't want to send me a new replacement phone I have also bought phones from assurance wireless in the past

I received a phone from assurance (in April. My messages to assurance are only showing back to may 26) I had it for 12 hrs., It went dead and never charged up again for the past 2 mths. I waited for a new phone.. I would love to forward the threads of all our conversations. It would explain things so clearly. Just got a phone after so much hassle. Now it has no service & says it's disconnected. I've done everything they've said. Still nothing. I live alone 10 miles from nearest town... I now have no car because I lost my job due to lack of them being able to reach me by phone. This new phone is so cheap & tiny, I can barely see the screen with my glasses on... is this the service our government is paying for? Btw.. I lost my other job due to Covid.

I went to the walworks office on Compton Blvd as I was going in to office a insurance wireless sale attend. She ask for proof of income and not EBT or medical card. She ask do you qualify for tablet I gave information she said I was approved for phone, I got the phone. But the tablet was never comfrom she trun me and other people to it's been two months she gives me run around since Jun 15 2022. I texted her and is still texting her and she is still giving me run around. Please help me with this matter. The person that works for you is titanna if it's right her number is [protected] for sure.

My number is [protected] please call me asap.

Fraud with your employee.

Assurence wireless is a free phone from the gov I have had this phone for years I need to cut them off so I can get another discount program I am trying to get assurence to stop my service I have talked to them on phone over ten times I always get a phiapine you can half understand them I ask for a american they refuse to let me talk to any one but them I have asked for my program to be cut off they say ok it will be done but they do not do it this is my second week of trying to get them to end my contract I need help getting this co to stop my contract

I had to purchase a phone because after about 15 months of having a Wiko I plugged my cord in to charge it and it wouldn't charge. Not under warranty, had to purchase a phone. At first I was told $39.99+tax (used to be $25). When I called back with payment method it was $65. When I asked why the price changed in 10 minutes she told me I could get free phone. Upon asking how she said don't use service for 30 days then reapply. When I said that's crazy she disconnected. I had explained to her I needed a phone ASAP because I have elderly parents not in very good health and need to have contact with them. So next call the charge was $39.99+tax. Got phone (Schok) never worked right. Still doesn't. According to FedEx and Assurance Wireless, replacement was delivered to me. I haven't gotten phone. I've talked to at least 8 people since. Been

1-promised a phone would be here in 3-5 days, 2-that phone was delivered to my address, 3-told my address wasn't right in the system. How'd the last phone get delivered to my door? 4-Apt # wasn't in the system. Again, how was the replacement delivered to my door if there was no number? And the other phone left at my door? It has been in system. 5-told apt # wasn't on shipping label. While I have appreciated this service for years, I'm not happy at all with them at the moment. 6- file a police report for stolen phone. FedEx said it's being considered LOST. 7-most recently, supervisor will send tracking # for new phone via text. Haven't gotten text, email, phone call, smoke signal... I need a dependable phone and it would help to have dependable customer service. A few have said,"trust me." Well, I don't anymore. Things have taken a dramatic downward spiral over the last few months, but because I am a "valued customer" it will be "escalated to a supervisor, not to worry". I love the "stay on the line, don't hang up." No I'm not going to hang up I've spent too much wasted time with nothing to show for it to hang up. I NEED A DEPENDABLE REPLACEMENT PHONE and have been given the runaround for almost a month. I will never recommend them to anyone again if this isn't resolved soon. And may be terminating my service as well. I do not get a signal most of the time and it may just disappear and drop calls ,then take forever to get signal again. When I can talk, people say I sound very muffled and they can barely hear me. I was also told by a representative that they've been getting a lot of the same complaints lately. I don't know if T-mobile is totally to blame. I do know that a lot of changes have been made by them that have definitely have made things worse. They should be ashamed of this service. Assurance Wireless/T-mobile, you get paid to provide service to those who qualify. I understand it may not be a lot and the service may be free, to an extent, but that shouldn't mean we should be given crappy coverage, even worse customer service, and phones that have problems out of the box. I don't mind a cheap phone so much...if it works, but this one doesn't work well and I'm missing a lot of calls...and unable to make very many. But ont your end it appears the phone is working fine?! My Wiko actually lasted much longer than I expected. I got it after about 3 different UMX's that had the same charging issues. I've had so many brands I've never heard of until I get it. I'm not filing a false police report for "stolen" phone...because it's LOST! SO much more than I will refrain from saying...for now. I'm disabled, not stupid! Maybe I trusted you too much and don't have many options for phone service due to limited income but I refuse to be mistreated any longer

I have signed up and qualify for the assurance wireless unlimited plan and an ongoing problem for about two months now having to borrow money to keep my phone service active by adding minutes and borrowing other people's phones I added thirty dollars last week and was just told I was supposed to call them back so they wouldn't" add ten cents a minute I didn't have that pleasure of knowing that while adding that and today(07-24-22 had to reorder more money over the phone twenty dollars pulse two dollars and ten cents tax but they agree that its was there mistake and to give them five more days to complete there mistake again after so long and so many mistakes. but to apply on their behalf the customer service is so polite and patient that they will stay on the line as long as it takes to make you feel aware, awarded, and comfortable. I also have signed up for the acp.org program and have been approved but assurance wireless has applied their team to this either.

Avoid at all costs. They will blatantly lie to you to avoid you cancelling your service. I initially called to cancel my service due to the fact that they had no sim cards during their changeover to using T-Mobile as a network provider. I was assured that sim cards were now available so I changed my mind and decided to stay with them. I then get told after I decided not to cancel that because my unlocked phone wasn't an assurance phone, so there was very little chance that it would work. I call back later and decide to cancel AGAIN. I get an agent who requests my IMEI to verify in the system that my phone would work. I give him the number and he tells me that it will, so once again being stupid I take the agents word for it and decide to stay with them. Yesterday I get the new phone/sim card, call to have the new sim synched to my previously mentioned unlocked phone...and surprise surprise suddenly it's not compatible. I've been lied to THREE times over something this simple. I will be cancelling my service and going elsewhere.

Assurance Wireless is my secondary line for emergencies and my original phone with them was a UMX.. I've had it for a year now but it's gotten very little use because it does not work well with the visually impaired..

I was contacted by Assurance for my one year anniversary and told I was eligible for the Moxy with no strings attached as a gift.. But when I called to claim it, they tried to force me to alter my current plan.. I refused but they said I would be getting the Moxy anyways.. After over 2 weeks without a new phone being shipped, I called and got told that I couldn't get the Moxy without changing my plan.. So I was told I could get the Moto G Pure.. I received spam calls afterwards and when I called to find out what was happening, again — I was being bullied into tryna upgrade my plan.. I refused.. I was told the phone I chose was out of stock and not to send me anything until the phone I chose was available.. They disregarded my wishes and send me the Schok Volt SV55..

I decided since I had the phone, I would go ahead and try to set it up in case it was an improvement from the UMX.. At first, I was pleased but that didn't last long.. I haven't even sent the old device back yet and within less than 24 hours, the new device is already malfunctioning.. It won't turn on, it won't do anything.. The UMX may suck in terms of my vision but at least, it functions — which is more than I can say for this piece of crap..

I reported my phone stolen February 25th 2022 it was a 4 day old Motorola phone. I had an aid to help me and she was helping herself to my phone. I had a police report and was waiting for a replacement phone. I am still waiting for a new phone and will have to wait forever for a replacement phone. I gave $65.00 on April 1st 2022 and was promised a better phone but was sent a shouck phone it had nothing to charge the phone no charger no sim card and no back to the phone which I returned the same day. I was promised a better phone and got nothing to lots of giggles and sorry that is the only phone available. Back in the time we were told the galaxy was available as was the Nokia x100 and several others but now it is garbage or nothing so here I sit with no phone and the phone number I gave your company was the number I had for many years and people still remember from the 1990"s. All I want is the phone I was promised a galaxy phone or even a Nokia x100 . The galaxy has quite a few models I am sure they can find a single phone which is in tact with a charger sim card and booklet soon. I am losing my patients. Don"t I

deserve a good phone?

Early June, called to have a phone replaced because it had a bad battery.

July 21, finally received replacement phone. When I called to activate it, the rep said it can't be activated until they receive the old phone. Why? Because it's been so long since they shipped the phone. The rep also notified me that my service was suspended on 7/19. No notice was sent to me, and I have been waiting for a call from my heart doctor about the results of an EKG.

They cut my service with no warning saying I had to return an old phone. A phone I paid for because t-mobile said they had n phones n stock, a phone company with no phones! So I bought one. They never said I had to return it. I am a senior citizen, it is 95 degrees out and they want me to run around to print out a shipping label. They are a horrid company DO NOT USE, the customer service is even worse. They are polite but very inefficient!

I had a free goverment phone plan and phone through insurance wireless company I had couple months the sensor went bad end then my phone died charged hours and hours never came back I told two weeks ago what happened keep telling me it's on it's way I havent seen it since I keep calling there they keep lying to me no phone to call 911 if needed to please help me ann sherwood

I have had the ACP Unlimited Plan, for at least a year. I noticed on July 7, my plan was scaled back to their basic one. I have been frantically trying to find out how to get the unlimited plan back, reapplying, online or over the phone, and trying to speak with an AC Department representative. It is July 21, my online job training course starts in 4 days, and these people still have me running around in circles. One person tells me the application is pending approval and wait 7 days. Another tells me the EBB program is replaced and I need to submit more information. Another tells me to call the AC Department, at [protected]. All I get is an automated message telling me to leave my name and phone number and someone will get back to me.

Do not use this company, EVER! Absolutely Terrible/Horrible customer service, zero knowledge of what they are doing. This is a government phone for low income people, the phones they send are garbage. Apparently, they don’t give a dam about service and the phone they are offering, because they have 1 star reviews and hundreds of complaints on line. I have spent hours and hours everyday since end of May, they are clueless, they promise the world, took $40.00 from me for a phone I returned in their pre-paid package and they can’t find it in their warehouse and I am still 40.00 and out a phone for my son. Assurance wireless failed to fulfill all requests waiting time is exuberantly long over an hour most times. Escalations are not taken seriously. Zero contact was made by administration. By far the worst wireless customer service. You can barely understand any of them.

My husband returned two cell phones and provided tracking and confirmation numbers in order to receive a working phone.

He called insurance wireless to make sure that they received the phones so that he could get another phone. They confirmed that they did receive the defective phones and that it would be 7 to 10 days we would receive a replacement. We received a replacement.

Assurance wireless claims that they never received the defective cell phones even though we provided both tracking numbers and confirmation numbers.

After I had the new phone for a month and a half I threw away the tracking numbers in the confirmation number thinking that I would not ever need them again.

And now insurance wireless is going to take away my 70-year-old husband's telephone that he uses to make doctor's appointments & video chat Drs appointment!

Ever since Lifeline has decided to use Assurance Wireless as their carrier, this service has been TERRIBLE. They send $30 "free" cellphones to those in great need, to the disabled, seniors and impoverished. Assurance Wireless' customer service is equally horrible. Even calling from an actual phone, the connection is barely audible, the customer service people are hard to understand, and you get nowhere. They send out a $30 phone to you that usually self-destructs within weeks. This is NOT how this program used to be even a few years ago.

It's not even worth loading your information onto these phones, most of which don't even have a separate battery. It's not even worth sending your previous "free" cellphone back in the prepaid envelope to them. It's all frustrating and it leaves your most vulnerable people with no phones and no service.

This needs to be reported to the BBB and to the appropriate Government official. We can no longer say that those in need are receiving "free" Government phones since they are mostly dangerous and not even usable.