Assurance Wireless
Reviews and Complaints

A man knocked on my aunt's door claiming to be from Medical. She opened it, he told her she could get a free cellphone if she belonged to any of the programs on his list. Well, she did. She told the man over and over I hope you do not take advantage of me because it has happened before, well be did. She handed him her Medical card, he handed her a box with a cellphone. Anyone with a brain can see my aunt is confused. I handle all of her affairs, I just stepped out. I use a dry erase board to help her. I came back and she had a cellphone. No signed contract, no nothing. I ran outside and could not find the man. I called Assurance and told Sheila that I was canceling the transaction, their online T&C is ambiguous and not presented, my aunt cannot enter into contracts and California has a cooling off period for door to door sales of 3 business days. Watch out senior citizens. Keep away from the Obama Phone. You can get lifeline from reputable cellphone or landline.

I am a senior citizen who had surgery on Monday 5/23/22, I have to get a second operation and was waiting for my doctor to call me. My Obamma Phone froze so I called assurance wireless from my neighbor phone for help. I got the Runaround for several days even after I explained my plight. I was told that they are mailing me a new phone and when it didn’t come I called them back and was told that I would have to pay $65.00 for a phone! I asked for my account number and was given the runaround. I was told that they would have to text me a onetime fee to get my account number! My phone is froze up and I can’t receive or make any calls or text. Finally I was told how to get my account number for free. Needless to say I had to borrow money for a new phone service with the number my doctors have. Assurance wireless is Horrible and have no compassion for a sick senior citizen! I thought that the phone was supposed to be a Lifeline but I found out that was a Joke and Assurance wireless don’t care about anything except sending out junk phones so they can charge you money once that junk phone breaks

This is my 5th handset. It's dead. This AM it was 70% charged and plugged in. I was wearing Plantronics Bluetooth ear bud which announced "No phone is connected." Phone had drained its battery & turned off. I have tried everything and it is dead.

I tried remove battery, remove sim card, change charging cable & block.

They are sending phone #6.

I received a piece of paper stating that I would receive a Samsung Galaxy S10 and comes loaded with great features. I received a Motorola phone. I called the company and told them I was unsatisfied and they told me that I was not one of the first people to respond to the phone so I got the second choice. That's a lie. Because my daughter got her piece of paper like 6 months ago. She did not get a Galaxy either. They sent her a different phone than what they told her So they're lying to everybody. I'm very upset about this because this is false advertising and they are getting away with it. It needs to be stopped. They are lying false advertising. My resolution would be for me to get my Samsung Galaxy S10 like they promised

Application process is a joke

I am a lifeline subscriber and applied to assistance wireless as during covid I developed stage 4 metastatic cancer. Received a phone in December of 2021, couldn't make or receive calls without voice cutting out for long periods. Called and sent text to them nothing was,done. I was too sick to carry on complaint. However last week I had just about enough as i NEED the phone to speak with doctors, family and friends. I was told by a,customer care agent I would receive another phone as this was under warranty. This was on 5/13/2022. On 5/16/2022 I received an email saying problem was resolved. I called back immediately. The next customer support first lied and said they were working on cell towers here. Then after a long conversation she pulled up from her computer that the order was cancelled due to the first customer service agent not going through all the trouble shooting steps with me. So I haven't heard anything yet and probably wont. Yesterday the cloth covered speaker ribbon literally fell out of the phone it was so warped. This explains why i couldn't hear anyone and why it cut out. The second tech I spoke to on 5/16/22 said she was going to put a rush through her supervisor. These people need to be investigated. I read all of their complaints and there are other cancer patients with the same phone not working problem. My phone specifically was an android schok volt 55. It was a used phone when I got it. All the previous data was left on the phone from previous person. Whether the phone came from China or whatever, someone is ripping us off. I firmly feel they are phones previously given to the migrants and after they are given money they get new ones and turn the old ones in. How else would my speaker ribbon be so wroughted and worn. Please, please for the sake of ALL CANCER PATIENTS please investigate this, please

I couple of months ago I started having trouble with the phone I have from Assurance Wireless. It stopped connecting to WiFi even though I have other devices connected and checked the simple password I have many times. Because the phone is old and poorly made, I am also experiencing other significant issues. The phone does not hold a charge for very long, it has an extremely slow processor which makes doing anything tedious and time-consuming, it has little storage space, and the charging cord has begun to fray making it dangerous (there is no option to charge by USB, only electrical outlet). The worst part is when I call about the phone, every agent I speak to seems to be new and does not know how to troubleshoot. I was told I would receive a new phone within 10 days but when I called back I was told one was not sent. The agent I spoke to said she could not send me a new phone and eventually hung up on me. It has been VERY frustrating dealing with this company. The federal Universal Service Fund needs to investigate the company.

Warning assurance wireless are frauds. They are a false advertisement claiming u limited plans when they only provide limited plans. I have them and just got off the phone again with the rudest customer service reps. They want to argue over free services. My advice go with any other company but this one.

My phone no longer charges because the C port is broken. This happened so quickly after having it for just a few months. The screen will also randomly black out while in use for no reason.

However, I can't complain because this phone was free to me after leaving a domestic violence situation and starting over in a long term recovery program with my kids. I was eligible to receive it for free because I was on state benefits. I would not have had a phone if it weren't for this company!

I can't find any information about if this particular phone is able to be charged with a wireless charger but I am assuming it's not?

Incompetent customer service! Cannot understand anyone. Government should have American people working! Phones are tracked by the Chinese. Keeps crashing and batteries don't last.

Waste a lot of time and minutes and no one can resolve the issues. T-Mobile does not service their phones but the foreign idiots that work at Assurance wireless tell you to go to a T-Mobile store anyway.

Worst service provider ever! Send complaints to government since they're wasting our money on these "free phones".

I'v call after 2 mouths with no phone cause the charger well ..is damasged this is my secound phone ...I need a phone I'm sick with cancer and have to be able for if something go's wroung ..HELP

Assurance wireless is not helping my boyfriend with his payment for a new phone he very upset about it thats why I’m filling a complaint they a number to call they hang up on him I think is very rude

I signed up with Assurance Jan 26. I never received a phone until April. Was pro. ised a Motorola Pure and got a smaller off brand phone that stopped working after 5 days. Called to report no functioning phone and an order was supposed to have been placed April 12. Apparently the order was never processed. On May 9, I received a letter stating I must use my service every 30 days. Called in again finally spoke to a supervisor, Mary Smith

associate#7875778 who said there had been no follow thru on the April 12 order and that she placed a new order giving me a new order number [protected]. She said call on Wed. And I would be provided fed x tracking number and confirm motorola pure being shipped. When I called Wednesday I had to go thru the entire speel all over, they had notracking number and supposedly escalated to management back office. I was assured I would get the tracking number by email yet that evening. I didn’t. Called several times on Thursday and was put on hold everytime and after a long wait I was cut off. I had been in this process for more than 3 hours. I even talked to a named Eugene who put me on hold and after 20 min disconnected. He had the number I called from and didn’t call back. I tried again at 650pm was on hold for a live person 10 minutes. Shawn answered and sounded lime he was going to actually take care of this ask me to hold so he could escalate and talk to supervisor. Asked him to call back incase of a disconnect and gave him My number… I was disconnected. Since Jan 26 I’ve basically had service 5 days. I was lied to from the start and for whatever reason these folks do not seem to care what happens and nothing is taken care of.

Its Friday May 13. Today was supposed to be the latest date for replacement phone to arrive. It didn't and after talking to Roy, a supervisor said he just ordered phone and promises delivery by Monday or Tuesday. I'll believe it when I see it!

On April 28th I contacted customer service at Assurance Wireless to let them know that the SD card on my phone was not working. They informed me that I would be getting a better Motorola phone within 5-7 days, and that I would get a conformation email confirming my order. I did not receive that phone or the email. I have called customer service several times. Each time they assured me that I would receive an email, but I never got the email they said that the email would take 24 hours. Today I was informed that my order was never processed and that I would need to go and purchase my own SD card. This only came to light after I asked the girl on the phone not to lie to me and to let me know one way or another if I was getting a replacement phone. They lied each time that I called them. I have been a customer of Assurance Wireless since 2018, I have never experienced someone lying to me before. It seems that there has been a shift in this company's integrity. I am very disappointed. I have always given excellent surveys at the end of the phone call. Not today, today I am writing this review instead

I cannot understand any of your customer service reps. I have called four times to get my phone replaced. The one I have has water damage. I was told I was eligible for a new phone on 4/20/22. Called back and was told I had to trouble shoot. I explained I could not open the phone because of bad hands. Called back and was told a new phone was on the way, conf #[protected]. Called back 5/6/22, was told shipment cancelled because phone was out of warranty. Called today (5/8/22) to buy a new phone. They would not take payment over the phone. Cannot use the cell and cannot find correct website. I'm 75. Help!

I lost my phone back in February. So technically the account is still open. I'm no longer a customer. And requested in March for. The account to be suspended. Someone I know stoled my identity. Currently has reestablished service under my information. I've already explained the ID theft situation. So technically there should be. No active account whatsoever I'm not. Exactly sure what steps to take. But Assurance wireless hasn't proved. To be helpful at all. All the reps care about. Is keeping the service active. I'd like for this account. To be closed out indefinitely. Or I'll take legal action.

Assurance wireless without my consent took my acp discount from my wifi. So far i have lost $130.00. You took my discount from xfinity without my consent illegally. Have made several phone calls to the national verifyer and they told me you can't take mt acp discount without my consent. I don't know why the message says my complaint isn.t long enough to get any attention. you stole money from me in Jan,Feb,Mar. and april 2022. if no response in 3 days i will file complaint with FCC. Is that long enough for you.

May 3rd 2022-5:50 PM

I tried to get an issue resolved with my cell phone/ The representatives were incredibly stupid-I'm tired of talking to "India"-Stop outsourcing to there

I chose Assurance Wireless over the plethora of other providers for the LifeLine service. Even though I own an iPhone that's a couple years old that doesn't have service, they required a phone be sent to me (rather than a sim card to install in my iPhone--several other providers offer a sim to use in compatible iPhones).

The phone they sent--that I had to wait nearly 2 months for--is absolutely horrible. The battery will go from 100% to dead in 24 hours WITHOUT USING THE PHONE AT ALL. Just setting on the desk it will do this. Nobody can hear me when I use the phone, whether on speaker or not. It takes several minutes for the phone to do anything after you click on an icon or button. This phone seriously is worse than 40-year-old technology. Because the phone is absolutely unusable, I attempted to contact them to ask again about the possibility of getting a sim card to use in my own phone. I was hung up on 3 times before I was even able to say hello. I finally got through to someone that explained I can't change phones, and can't purchase a better phone through them (even though the menu tree when you call has menus for transferring your number to a new phone, and for purchasing phones). I was fed up, so decided to cancel my account. After calling and being hung up on another 2 times (again, before I was even able to say a single word), I got through and was told a request to cancel was put through and it would be completed in 24-48hrs.

Fast forward a full week. I received an email saying "The issue with your account has been fixed." I'm sorry--what? So I tried my phone and it still had service. I had to call again, and be hung up on 3 more times before I got another live person making the same promises of cancelation. I cannot move my LifeLine service to a different provider until they cancel my account, and even though they say they are, they won't cancel my account!

Time to escalate to the FCC.

One month ago I received the phone from one of the street vendors that was damaged the display wouldn't work the screen I couldn't make phone calls or text I'm still waiting for my replacement phone it would take 21 days then I was told 14 then 7 when I was also told I had a choice of a Motorola or a Samsung I chose the Motorola I called them today they told me there was no request for me for replacement phone and that I don't have a choice of the phone I have to take what they give me this is unacceptable another thing unacceptable is how I was treated I was told I didn't understand because I was American I am an American living in America how is that a problem this company is a joke and should be allowed to do business in America is so hire people that speak and understand English