Assurance Wireless
Reviews and Complaints

30 March 2022 from 8 PM till 9:30 PM

Repeatedly have tried to make the very 1st Call with this Unit. Every Time, I have been referred over to T-Mobile & told I lack a T-Mobile Sim Card. Sometimes transferred over to a Recording, which hangs up on me, because I lack Intelligence necessary bring up the Key Board to reply by clicking on Numbers.

I ordered a new cellphone on 03/01/2023 from Assurance Wireless because the original cellphone was junk and wouldn't charge. I paid the 25.00 for the new phone on the first and I was told my order would be bumped up to expedited shipping. Well it is now the 27th of March and still no phone. The shipping /tracking number is invalid and I'm getting notifications that my number will be disconnected due to non usage when they should already know my phone is broken.

The system tray and sim card will not go in right and assurance will send me a new phone in 4-6 weeks! I need cell phone service now. They sent me this must make phone call in one month to keep my service active and will not give me any working device to make any calls. They are THE worst company to work with.

I've been dealing with Assurance wireless since the end of 2020. Since then I've been having problems with their devices malfunctioning. The first one was UMX. First problem none of the apps from the playstore were compatible and the one by one some of the buttons on the touch screen stopped working. It took months for them to send me a replacement. They sent me the Schock. During the first month the device would get hot while charging until one day it stopped charging period. I contacted them and the sent me a return envelope they stated that this time I would have to return the phone before they would send me a replacement. They received the device Wednesday, March 9, 2022. I contacted them to check the status of my replacement phone. I was told that the phone was on its way. After a week I called back to check the status. Then I was told that I was only allowed one free phone per year and that I my warrantee had run out and that I would have to pay $25 dollars for the replacement. I told them that I wasn't paying to replace a phone that was defected. I requested to speak to a supervisor but then they hung up on me. I called back again and then this person told me I will have to pay $65 to receive my replacement phone. I again requested to speak to a supervisor and was told that the supervisor was in a meeting and they will have the supervisor contact me when they get out of the meeting. I called six times on March 24th 2022 I was hung up on repeatedly when I told him that I was going to make a complaint against them if they didn't send out my replacement phone. The last person I spoke to told me that they didn't have any more phones to send me and to make a complaint if I wanted to and then hung up on me. I even asked about the bring your own phone and they told me that my phone wasn't compatible I would have to buy one of their phone so it seems like the only way to resolve my issue was to give them money for service that was supposed to be free for people like me

On Feb 4th my phone's charging port was damaged, so I could no longer charge the phone. I called immediately to request a replacement. I was told I would receive it within 21 to 28 business days. I waited but never received a tracking number, so I called to follow up. Was then told I needed to update my address. No problem. I was then told a new date of arrival. No tracking number, so I called again. I was ASSURED that my phone would be on its way within a few days. No problem. I waited and still no tracking number came. I've called dozens of times since. They always apologize and then promise me something different each time. I've been given so many arrival dates and apologies, it's obnoxious at this point. We are now approaching almost 2 months waiting for a replacement phone that I desperately need. After all of these broken promises and all the waiting, I've just been informed that I will now have to reapply for LACK OF PHONE ACTIVITY! Are we serious!?! Please tell me how I can actively use a phone that you refuse to send me!?! They constantly tell me someone from upper management will be contacting me to resolve my issue. That has yet to happen. This company is a true joke. The customer service agents are obviously encouraged to tell the customer anything they want to without regard, including management. They do not care one bit. It's thoroughly disorganized and unprofessional, with no moral base. Stay very far away from Assurance Wireless. They will waste so much of your time and won't care. I wish I could rate them at 0 stars.

I feel soooo bad for the elderly who use this service because it looks good and free and "government issued" please stear clear of this company! IF SOMETIMES SOUNDS TO GOOD TO BE TRUE IT PROBABLY IS. and that IS 100000% TRUE in this case! I literally had my entire identity stolen and all my taxes stolen this year using the damn assurance phones. I am still going thru it please just don't don't do this

Hello dear Assurance Wireless. Unfortunately i cannot buy even used phone for myself. I applied in your company i choose you because my friends advised me.

But there was broken charging slot on phone when i get it. I did not pay attention on that issue but later when i tried to charging my phone it doesnt work. All my relatives and friends know me as very accurate person and i could not imagine that was my fault. Iam sure its manufacturing defect.

But iam waiting already 2 weeks for replacement without any phone connection.

Can you guys imagine how it is without any calling and text messages to looking for employer for hire me. Also my parents both got positive COVID-19 and I CANNOT EVEN CALL THEM.

ITS UNBELIEVABLE.

PLEASE FIND ANOTHER MODEL OF THE PHONE. I AGREE FOR GOOD PHONE. NOT LIKE I GOT WITH DEFECTS.

I thought everytime there is the best customer clients support in UNITED STATES. But it start make me nervous. Why you still couldn't resolve that simple issue.

Iam really confused. I need to get my phone. The best model what you have. And i need to get it before 21 days since i reauest of replacement. So there are only 7 days and if i dont get it. I will write to Association of customers rights.

I qualified for the free service due to disability. I had an issue with service and after 13 calls, same day, with assurance after each call, that my service would be restored; I had to add money to my account. I added $20. They are now refusing to issue the refund. The phone has been replaced 3 times within the past year. I've had to call multiple times with each replacememt request, just to get the phone replaced. The service sucks, the phones are shoddy, and they will not issue me a refund stating the funds will "remain on your account". Its $20! When you are disabled and have a low income to begin with, that $20 can mean the difference between eating or not.

My number is [protected] trying to find out about my replacement phone its been 2 weeks please email me at [protected]@gmail.com dont have away to call

The reps are very nice but they sound like robots. If you ask a question that is not on their "script" they pause. I had a rep that sounded like a 15 year old cheerleader. Her voice was very high pitched and she thanked me for everything. Also, all the reps call me "Ms. Margaret", every single time I have called! I apprectiate the formality but my name doesn't have to be said in evry single sentence. Again, very robotic with a voice that is actually very irritating, to me.

I'm a customer of Assurance Wireless for 1 years or more, The system software being confusing, we cannot call for support at anytime and be properly helped. The offshore customer report keeps logging in and out the system due to English barrier and we put on hold for hours. Now I don't have service foe 1moth said I'm waiting for new fone which will never arrive.

I keep calling to be served at least data or minutes to communicate but said no , I have to top up with credit card. I don't have money, I'm unemployed, is this not supposed to be free?

Romeo Kamatari

[protected] - / pin 201986 ,Greensboro NC 27406

I have a phone on backorder for a month.

This will be my 3rd phone from you. Alway same problem. The microphone goes out and have to use speaker or ear buds to make or receive calls. Phones have been ts several times. Why do you treat customer this way. Just because I'm on lifeline doesn't seem right to do senior citizens this way. If I don't see a response and it be a positive one in one week, I will be sending this complaint to FCC.

850-305_4174

Hill

Being hard of seeing, I was delighted to discover that assurance wireless offered the samsung galaxy a10e on their website (this was a couple of years ago) as it was nearly impossible for me read small screen and accurately press correct keys. The a10e was a perfect solution, incredibly bright and large screen.

Today (tuesday march 15) I was unable to place any calls, after dialing it would end indicating the call ended.

I called customer service who are by far for me some of the most positive, helpful, and kind people I have dealt with... They are always eager to help, and the person I spoke with was no different.

However; he indicated that they were changing carriers which would render the a10e unable to use their services, I would have to instead, use their umax u673c.

Samsung display=5.80 inches vs. Umax u673c=4.00 inches... — — this is a significant difference for someone who is hard of seeing, and the umax phone does not light up as well.

I'm not a technical person so I don't know the reasons why a phone I purchased from the assurance wireless official website will no longer work, and is being replaced (free of charge) with an embarrassingly inferior phone in order to continue using assurance wireless.

I guess I am just complaining to the ether as there is no possible resolution to this issue, as I explained to the customer service representative why I needed a larger phone due to my poor vision. While he was responsive to predicament was much as possible; he indicated that he spoke with his supervisor and it was the case that at the end of march 2022 my still in almost new condition, faster, better camera, better sound, better screen, better in every comparison would no longer be able to work on their network,

Assurance wireless, in the past, has given me without question, the best customer service I have experienced period. I have only the best to say of their service reps.

I engage frequently with a community of people that are in need of california lifeline services; I have directed people to assurance wireless because of how I was treated by their customer service, quickly addressing my questions and problems; this will not change.

I will still recommend assurance wireless to others, understanding that not at tech companies are equipped to handle special cases (poor eyesight, eye hand coordination).

I received a phone on March 14, 2022 without a sim card and I can't set up the phone. long into my account, and I want to cancel this service after dealing with the customer service department. I want and need the instructions on how to return the phone and the address where the phone is to be returned. I also don't want any service from Assurance Wireless.

Application ID:[protected] (Assurance Wireless Application ID)

I order a replacement cell in January of 2022. We are now in march. 3/12/2022. I have spoken to multiple associates about the matter. In between this time I have order at less 4 cell phone, and I'm yet to receive a replacement one. I have been told that they can't verify my address. Im still using my permanent address but have asked too ship my new replacement cell to me where I am now . I am out of state. I been out of state for a few months now. I'm going back and forth to court for custody , for my kid. So I can't afford to go back and forth home. In 2021 I received at less 3 replacement cells at my temporary address. I'm still at the temporary address. But they want send me a replacement cell because of me being at this temp. address. My cell is completely broke. I can't cut it on to use it. I been without a cell since January. When I spoke to the different associate's about the situation I was hung up on . and when I called back I was told that it will be 21 to 28 days before I can get a new cell. But it has been over 40 plus days and I'm still without a cell. I really need this cell. I'm great ful for having a cell but it is not working and I don't know what to do and I'm 5 states away from home. And this cell is my only life line to my family, friends, and all my personal information.

on Third phone in 6 months because Assurance Wireless issues OLD OUTDATED JUNK PHONES.

Have to WAIT MONTHS to receive replacement phones then, after week or two, the phones QUIT WORKING FOR NO REASON WITHOUT WARNING.

I have spent HOURS on a phone calling Assurance Wireless and have waited MONTHS AND MONTHS for replacement phones.

Assurance Wireless offers NO CUSTOMER SERVICE.

Assurance Wireless ONLY MAKES EXCUSES.

Assurance Wireless offers NO customer service.

The phones issued by Assurance Wireless are so OLD and OUTDATED that NO ONE OFFERS ANY TYPE OF PROTECTOR CASE for the phone so their is NO WAY TO ADD ADDITIONAL protection to phone to keep it from any sort of damages.

I was promised a replacement phone 3 (4?)mo. ago. I've called at least tow times and I'm told the same thing they are trying to resolve warehouse/shipping problems and that it will be sent shortly.

I need a damn phone and can't afford one.

I ordered a replacement phone through assurance wireless because mine had a defect in it after calling twice and waiting over a month I finally received a package through fedex from the phone company when I opeaned it the package was a empty box so now still after almost 2 months id like to know whats going on! I mean come on do I need to council service and go with a different company or what

Assurance wireless sent me a brand new phone and disconnected my life line service for absolutely no reason. However I have a older assurance wireless phone and it has service. I would like my service returned to my new phone [protected]. Or network unlock my REVVL4 phone so I can have a phone to contact my daughter that's at strong memorial hospital due to her kidneys failing. Michelle King 27 lightizer rd pine city NY 14871 3/7/1980. Snap benefits through chemung county department of social services.

Ok so after waiting 3 months for my replacement in the mail I get my UMX and start to set it up. The directions state that I must dial 611 to activate my service but the phone will NOT connect to do so. I'm stuck with only wifi texting. The phone still will not receive calls or allow me to make any. Please someone help me I've been trying to get a job.

Thank you

Crystal Swint