Assurance Wireless
Reviews and Complaints

Customer service keeps hanging up on me in the Philippines and being super mean and rude to me. And I still after 2 hours have no resolve and a new phone that’s all paid up yet non operative as reported many times to those rude agents in the Philippines that choose to at times not speak English clearly and are of NO help. Please have all calls I placed today to [protected] fully&thoroughly listened to and reviewed by a Supervisor that handles customer service complaints there at Assurance Wireless , please.. Thanks, Robert Alton , You can reach me at; [protected]@YAHOO.COM ****Note:I still have my new phone all charged up and paid for but no service. Please help me as I have found I get NO help when calling the above mentioned phone #… again and Sincerely, Mr. Robert A. Alton

I'm on the plan that is 1000 minutes and they have removed my minutes. 700 minutes removed WHY. I checked my account history and I haven't even used 250 minutes

Paying for my service and insurance on time for a year plus... My LG Stylo 6 Broke and Assurance replaced it with a smaller screen cheap free government cheap on the the corner phone wtf... Called to get an equal device or better and basically got the duck you for being a paying customer and not only that it's a freaking blue freaking phone I hate the color blue...

A most frustrating experience since June 6th,2022 after the EBB program ended, trying to get the ACP Dept. and so called Back Office to simply do their job! after being lied to, hung up on and getting the run around I'm appealing to you to do something. I been a customer since 11/18 with assurance wireless and this takes the cake of the most frustrating provider experiece ever!

My Info :

Ray Mashburn

[protected]

Ref case # [protected] and there has been Multiple!

ACP verification and authurization # B62705-34250

Thank You

Sincerely,

Ray Mashburn

Let me get this out first: It would be in your best interest to avoid any dealings with Assurance Wireless.

I could write a book on how many times Assurance's CSR's and "supervisors" outright lied to me. Honestly, that statement is not embellishment! I 'dealt" with them for over 6 weeks trying to get a replacement phone for the junk they originally presented me. I had logged over 70+ calls and countless time all in a futile effort. A few of those times they hung up on me when I kept on insisting to talk with a supervisor. At minimum, over that period of 6 weeks, I'd been told no less than 8 times the replacement phone would be here in 3-5 days. I can't recall how many times I'd had to give my name, address and account no.#. Proves their reps are incapable of entering data into a computer. As for the lies, I cant recall how many there actually were, just know it was a constant. My last correspondence was with their "customer complaint supervisor" (really? who in hell had I been talking to all that time?) It was clear she was not interested in resolving the 'replacement phone" issue. Her concern was that I filed a complaint with the B.B.B.! At that time I severed all ties to Assurance Wireless.

I have had a bad experience with Assurance Wireless. I have been trying to get my phone replaced since March I have called 6 times and I get a different answer every time. On top of being hard to understand because of their broken English, they don't seem to care. I have tried numerous times to get a new phon. I called last Thursday and the guy told me it would be here Monday. That was 2 days ago. I called twice today and they hung up on me both times. I need answers. Please help

1) My 31st I called to report that I had broken the screen on my phone. They said a new one would take 7 to 10 days. That was on 5/31.

2) I called on June 8th to ask where it was and they said they never received the call. I have proof of the date and time of that initial call on my home phone call record. She insisted there was no record on her side. SO, I agreed to pay for a new phone. She told me it would be 65$ and charged my credit card. Regretfully they have my Citi Card number. She said it would be 3 to 5 days. My card was charged. (picture attached) Confirmation #[protected] Kim.

3) I called back on 6/14/22. I gave her the confirmation # and she said that it did not process. I explained that I have also a charge for 65$. She then said that she saw in the notes that they are sending me a new phone, and that the price was 39.99 and that it was a credit. That I was overcharged. She assured me one was on its way. and that I would get a refund for the overage.

Confirmation # [protected].

Today, feeling unconfortable about the whole thing I called and the operator said the reason there was a charge on the account was because there was no "police report" (?)

Then I explained the screen was broken. She said the charge was for the broken screen (?) (I thought I paid for a new phone, and that one was on its way?) Nope. The phone stopped working 5/31. I have all the records printed out.

I explained I already fixed it, that it was a free government phone because I was on medicaid and received food stamps and have all my records etc. etc... by this point, after being hung up on, disconected and waiting for hours, I got the feeling that I was just explaining myself again to a bunch of people who obviously could care less, and were not going to help me. Asking for a supervisor, recording the call, all of it just got me transferred to a hang up.

She then said she was going to refund me. I asked if she was going to take the fraudulent charges off. She said yes. Then hung up on me.

As I am here, there still is a 65$ charge on my account. And I will not call again.

Finally the girl said she was going to put me on hold for 2 minutes to "study" my account. I told her I didnt want to be hung up on.

I attached my credit card charge, my lifeline info.

I'm going to try to make this short. Since may 12 I've been waiting for Samsung phone. I NEVER RECEIVED IT. Counting today I've called you a total of 45 times . June 3 I was told you needed a police report and I filed one. Someone at assurance wireless said they'd contact the police for the report and they never did. A week later assurance wireless told me that I have to email the report which I did. I sent 5 emails to [protected]@tmobile.com with the police report, my correct address and phone number where I can be reached.my assurance wireless phone doesn't work. Still I'm not getting a solution what more do you want from me? I couldn't even understand the last person I spoke to. Please send me my phone.

Debbie Andrews

[protected]@gmail.com

[protected]

Assurance wireless phone number [protected]

I have had so much trouble with this phone and cannot reach them to return it. The phone keeps cutting out or shutting down while I am on a call. Even on their 611 line. I cannot get any help with their customer service line as it is all recordings that have no option for cancelling service or returning phone.

I want to cancel this free phone- 574/214-4198

pin #610391

Judith Bridges

I have tried all day to contact Assurance (in all ways) to cancel this phone.

Phone does not work and I would like the lifeline credit applied to my Xfinity internet.

I will also write to do this and will contact the Indiana attorney general with this!

I am NOT a happy 72 year old.

I received my a phone 1 and a half weeks ago it didn't work called customer service they sent a new one can't have a conversation with someone so I called again tried to get a upgrade got nothing but the run about assurance offering a special promotion so far I've heard nothing after doing research you lock the sim card for one year I'm very dissatisfied this is worthless

I have been an assurance wireless customer for about 2 years and have had the same phone for the time period. The phone I have is an umx model u693cl. At the beginning of april 2022 I called assurance wireless customer support because the battery in my 2 year old phone does not last long at all and I have to keep it plugged in most of the time and I wanted to know if I could get a new battery. As usual I get an idiot foreigner that can not speak or understand the english language properly and I had to call back several times because of "mysteriously" getting disconnected while these idiot foreigners look up something in my account. After several calls I was eventually told I am eligible for an upgrade to a new phone, a samsung model. I don't need to buy a replacement battery, and also, replacement batteries are not available. Great! I verify my name, address and email address with the idiot foreigner and he says I will receive an email with the details of the new replacement phone and the courier info and I should receive the phone with 5 - 7 days. That never happened! I never received the email and never received the phone. I call back next week, and as usual, I have to call several times due to "mysterious" disconnects from the idiot foreigner support rep.. He checks my account, doesn't know why I never received the email or the phone, I verify all the info for me and this idiot foreigner promises to get it taken care of and I will definitely receive the email and the new cell phone. Nope, it doesn't happen and never happens! I end up having to call these idiot foreigners several times a week, every week for 2 months and they give me the same [censored] lies about sending out my replacement phone!

Can you fire these idiot foreigners and get americans in there that can speak and understand the english language and get my replacement phone finally shipped out to me after 2 months of calling these idiot foreigners?

Thanks

So I was just on the phone eith one of your customer service represenatives trying to get my phone activated she told me she had to have me talk to her supervisor about switching my service then she put me on hold then she told me she couldn't turn on my phone that I need to talk to somebody from tmobile so I said I needed to talk to a supervisor she then tells me that the supervisor is not available and I told her I needed to talk to somebody else thats above her so she puts me on hold for 15 minute then pretends to be a supervisor I knew it was her and told her and she then proceeded to put me on hold for another 10 minute then tells me that there's no supervisors for me to talk to she gave me horrible customers service and I am mad because it shouldnt he this hard for me to get my phone turned on and I dont like how she wasted a hour of my morning my phone number is [protected] account name is sharon heenan theres a recording of the phone call please listen to it

I'm tired of dealing with assurance wireless and their customer service. I can't understand a word they are saying and they have lied to me several times about different things. I used the crappy phone they sent me for one day and I can't get it to power back on. I called customer service and they promised me a better phone and sent me the same crappy phone I started with. It took 5 months for my application to be excepted. During this time customer service hung up on me once. A different time I called and the guy lied and claimed to have submitted my application himself and that can't be done come to find out. All of my experience with customer service have been awful. Nothing but lies

have been sent 3 umx phones that have stopped working and go to a black screen after less than 24 hrs after activation. now I call and they are asking if I sent the phones back to them. look, I have a disabled husband with a heart condition that I need a working reliable phone, not a phone that after first activation on may 12, 2022, it is now june 8, 2022, that I have 3 non working phones and less than 3 days of service! this place is unprofessional and no help at all and send garbage phones! I'm still on hold for a supervisor! after 30 min. i will be going elsewhere for service!

I call ask for a supervisor at the employee either hang up on me or even cussing me out I want or need a supervisor or higher department to please call me now while I'm available [protected] name is Steve

The Schok cell phone from your company that I had since January I just had activated 4 days ago is not working! I have been a customer with your company for 12 years. I see on your website clearly you say 1 try warranty, well your customer service on May 27 the or 28th said he was sending me a replacement phone and my phone was still under warranty. His name is Will. Spoke to Mike today and he said the back office cancelled my replacement phone! I asked for a supervisor and asked what's going on? She tells me the warranty is 90 days, and to send this phone back first and $65 to get a replacement phone. This is outrageous.

today 06/01/2022 at 9am i applied for a free service but they said the us postal service can locate my address but they deliver mail here. i found the location on the map but it wont let me ping it because the street number is not popping up. is it possible to change the address because I honestly need a phone. my email is [protected]@gmail.com

I have been waiting for a phone for over a month now. These people don't speak proper English, they hang up on you, leave you on hold for over 20 minutes, when you ask for a supervisor, you are never allowed to speak to one. They tell you to hold on while they get a supervisor but return trying to disguise their voices like I'm stupid. I have been hospitalized 4 times because of repository heart failure. I have panic attacks and COPD therefore I need a phone in case something happens while I am out of my home. have a home phone but need a phone when I'm outside. Please help me. Please reach out to me at [protected]

Thank you,

Cathy Gamble

After being with Assurance Wireless, for 51/2 years, my 4th cellphone which happened to be a Wilko, stopped working. I had called Assurance Wireless about this problem, and they said sent it on back we have a cellphone waiting on you, but u will have to send that one back before we can replace it. So, they sent a box with a white envelope in it, for me to sent the phone back. Well, I sent it back, and the next thing I know about a week later is, they are unable to replace the phone, because it was Out of Warranty. I DID NOT know anything about no Warranty. I think that was just an excuse not to send me another one. This company needs to be reviewed because there is something not right here. I am a 66 year old senior citizen, and that is no way to treat seniors, especially after being with the company that long.