Assurance Wireless
Reviews and Complaints

I received a letter stating Assurance was switching carriers in October, 2021. I immediately called Assurance, as the letter instructed. I was told a SIM card would be sent shortly. I called four additional times to state that the SIM card was not received and that the phone is defective. It does not turn on, even when fully charged; the volume is not functioning, and it's very hard to hear; and the display touchscreen doesn't respond. I was told a replacement phone would be sent. It was not. I called a fifth time and was told a new phone would be sent to me. It was not. After receiving a SIM card last week for a phone that is not working, I called Assurance again. I was promised a replacement phone would be immediately shipped. The next day, I received an email stating that my phone is on backorder. I then called Assurance AGAIN. After seven calls, and being transferred countless times-the manager did not understand that the SIM card I received, (which took four months, ) does not help, when used with a broken phone. The conversation went around in circles, and I ended up hanging up. I'm unable to use the broken phone, nor the SIM card.

My name is pakiza irum. I am eligible for phone..I called assurance wireless customer service they said we would deliver phon on you address. After one month I called again about the status of phone they said someone used your phone.i said please block the phone and cancel my account ..but still other person used the phon on my name and social..please block phone and cancel account .

My number is [protected]... I'm highly upset, I can make calls, send & receive texts messages, but if you call my phone, it'll say my phone is out of service, but I can call out, makes no sense, the representatives with assurance wireless is rude, will hang up on you, will give wrong information, they have ZERO KNOWLEDGE of cellphones. They lied & said I would be getting another phone, this has been going on since December of 2021, I still haven't got my phone, they lied & said that I said my phone was wet (not true) then one representative lied & said I said my phone has a cracked screen (not true) someone went in & changed my secret question & changed my 6 digits pin, this was all done from the inside, because nobody has access to my pin, it's just my husband & I live together & he doesn't know my information with assurance wireless. So the representatives did this nasty scam. Why would they go in, change my security info, customer care needs to be taken away from them & place with people that are better representatives, more like bringing the jobs back to the USA. They are very rude & nasty when you call, not helping & doesn't resolve nothing. They lie & said it's a outage, no way we can have a outage since last year, that's sounds retarded. The last representative said she was switching my phone to another tower, to use my phone in 1 hour, it still doesn't work, but I don't believe she did, because I told her over 10 times to switch the tower & she kept talking around it like she didn't want to. I didn't even get a signal notification showing me she changed anything, the bars on the phone would been showing on the top of my scene. I see it's time to carry my service somewhere else. Port my number to another carrier. You people are heartless.

Hello, my name is Latonya M. Finley, and my # is [protected]. My addresses is 5516 Sussex Ave. Shreveport, LA 71108.
I contacted you regarding a problem with my Phone. My port was no longer working so I called and reported this on Tuesday January 3, 2022 I was told that you would send me out a replacement phone in 24-48 hours. Well I never received the phone. And today is January 16, 2022.. I really need my phone.
I used a wireless charger to try and use my phone because I am missing important messages and phone calls. But once I got it charged up and tried to use it my phone was locked. The message I got said that my PIN number was no longer valid. So I tried the forgotten password feature and enter the answer to question? what was my favorite city? and I enter my city but a message said to try again later. I don't understand what is going on. Are you trying to drop my service. This has been the worst service I got since you changed service from assurance to T- mobile. It should not be this much trouble to keep my phone in service. If you don't want to service me, that's fine. I will pay to have the phon repaired with my own money if you don't want to send me a replacement. Just don't pretend like you are such a great company that offer such good service because you don't. Why would I want to invite anyone to join your service. You have not treated me right. Can you please let me know if you are going to send me another phone or unlock my phone, or will I have to get my port repaired out of my own money, I need my phone. Please respond.

I have two replacement phones and none will work. Will not accept my PIN to login to phones. Can not access the phone settings or Home. These are the phones that were sent to me to replace the old phone but the switch over to the new phones are not working. Do I have to reapply to Assurance Wireless? Something is wrong with the replacement procedure because it is not working for me.
Schok and Wiko phones to replace old Wiko Life phone. I have called customer service many times for help to resolve this problem. What is the matter with the procedure to activate and use the phones?

This phone goes black hums and vibrates in my hand, also drops call when it does this, I filed back on December 13th and all I get is put off! The final straw was when I got burnt on my hand taking the battery out because that is the only way it stops. I expected better quality phones than this. I am spreading the word to watch out for your phones for possible burns on your hands! In December I asked for a new phone because my first one would hold a charge, now you send me one that doesn't work and burnt me! I see no reason why you cannot expedite a phone due to these circumstances! I am disabled, live upstairs, so if I don't have a phone, I can't call for help! Therefore, you are putting my life at risk! I would appreciate if you could handle asap, I do not feel safe without a phone.
If I have to take this battery out again to stop the phone and get shocked, burnt again, I will contact the FCC and my lawyer.
Thank you for your prompt attention to this matter, my phone number is [protected], you'll be able to see that this started in December!

I received several emails and mail offers for free Assurance Wireless and finally signed up, right after receiving the phone (which never worked properly) my other EBB discount was cancelled I did not realize the Assurance wireless would make me having two ebb discounts or I never would have signed up - so now I am paying twice as much and they will not cancel my phone service even after numerous calls requesting it to be cancelled and talking to numerous people that all say "rest assured this will be canceled within 48 hours" I have been trying to cancel since late November please help, thank you

My name is Nyona Graves...my phone number is([protected]. My phone stopped working in September 2021. I called immediately and was informed that I would receive a replacement phone and that I must return the old nonworking phone.

When I called your company yet again to find out why I have not received the replacement phone in almost 3 months, I was told that the C/S rep did not properly order another phone.

I called back yet again in December and they assured me that I would receive the replacement phone within two weeks and I still have not received the replacement phone.

The following is the email I received. Now I am being told to wait another 30 days. I am a senior (70) years old and I really need my cell phone to schedule multiple doctor appointments, call my family when I need help and call my social worker.

Could you kindly help me to receive my phone? Thank you!

Ordered phone and service: December 3, 2021
I was first told I would receive phone in 7-10 days.
On Dec 15, I was told it could possibly be 14 more days.
On Dec 23, I was told that I didn't appear to be eligible for Lifeline. I told them I went through filling out at the Lifeline site and they said maybe it was because I hadn't used phone in so long, and that my order was still in place it was just taking A LITTLE longer and they would put my order on high alert and notify me when it was shipped.
And I still haven't received phone. I am disabled and need to know what to do. I have no way of getting 911 if I needed to and I'm getting stressed out about this.

Its more infected than a dead client at a brothel.its sickening hmv.games

Applied on Nov 5th, 2021 and was approved ; still haven't received cell phone but multiple emails that it's on its way. In the meantime, by association with Assurance, some of my benefits have been reduced or eliminated through other legitimate providers even though I do not have Assurance's product.

I am considered enrolled by Assurance. I've called 3 times to un-enroll and the third time, I asked to speak with a supervisor. Twenty minutes later, I was still on "hold" with another department. I hung up.

Customer service at this outfit has language barriers at a minimum. CSR's clearly work from a script because they can't spell or enunciate words.

Terrible interface with this company and shame on them for creating the implication that they're attempting to help those in need ; only to slap us in the face with their ineptitude and indifference.

There are two ladies on the corner of Roosevelt ave and main st. Flushing ny offering free wireless phones with unlimited service if you qualify after she took my information and filled out the application on on her tablet I qualified but she said I had to pay a one time 75 dollar activation fee. I told her I didn't want to pay an activation fee so I did not get the service or the phone she said this offer was only available today until 4 o'clock she said this the last day for this unlimited plan after this there will be only 250 minute plans. She said she would hold my application until 4 o'clock in case I change my mind I told her to cancel I'm not going to change my mind on the activation fee she said she would erase my application but all she did was change the screen page. While there I witnessed someone else who qualified get charged a 75 dollar activation fee giving the other assurance lady 80 dollars, she put the 80 dollars into her purse and gave her 5 dollars change. She proceeded to work on the tablet the lady asked her for a receipt but was told to wait until she was finished with what she was doing. If you need more info on what happened or photos I can go back and take their picture.

Three months ago I signed up for the EBB service thru assurance wireless. Within two weeks their outdated free cell phone(umx)stopped working. It took them a month to send a replacement. That's 30 days of unlimited service that our government paid them, then within another week I couldn't get into my voice mail, by accident I pressed the wrong option, suspended my service and for six weeks more called everyday for them to keep making excuses why my phone is working again. First it was the cell tower in my area(32466) then a supervisor gave me a 209 percent guarantee that when I hang up the phone with him, and restart my phone, it will be working, then they decided I needed another sim card, the whole time I told them that if I don't make a call or text, the government will shut my service. Today I call about the sim card they were supposed to send to me two weeks ago and now, today they told me my account is closed and I'd have to reapply. They owe me 10 weeks of unlimited text, calls and data that they were paid for my my government! How were they ever allowed this contract? I'm disabled, a senior citizen and on social security. I had to purchase a new phone and for the last two months pay $50 a month. Total $170. I live in the country and need a phone to get a ride for food, water, and supplies for living. They are completely incompitant.

On december 10, 2021,
Someone claimed multiple assurance lifeline "volt" phones, have malware installed.
I don't know much about "tech stuff", but I do know signs of malware!
Malware in the phone: that would explain "why" a phone battery goes dead fast and where "missing data" and other things disappear to.
Thank you for posting about specific malware and which ones. (see december 10, 2021 post for details.)
Now, I have to wonder...
Do some assurance lifeline telephones - have a built-in "back doors"? For stealing banking, personal things,
(remember, all those program id's we had to up load?) and other personal information we have on our phones?
I don't know how to find malware or backdoors, I will have to find someone that does, "if" I ever get a phone!
Tomorrow am i'm calling: better business bureau, ada, puc, fcc and ftc, before I call their corporate offices.
All agencies that control phones and wireless communications, assurance wireless and
Assurance, will have some explaining to do - to the feds!
(assurance, it's called: fraud! And yep! "there's a"law for that!"lol! Federal and state"laws for that!"
With fines and jail time.
Happy holidays!

I have an Obama government phone, UMX U693CL. From the moment I turn it on, I can watch the battery level drop fast even though I am not running any apps or calls/texts. Typically lose approx 35% of full battery charge in the first ten minutes of turning phone on without anything running. I even have all the "Battery Saver" options turned on but still lose charge FAST!

Applied for government phone at the end of August they approved me on September 3rd never got a phone until the 1st of December been trying to activate it ever since all they do is hang up on me send me to another representative of whatever they are called they send me to somebody else then they tell me they'll call me back in 1 hour never happens now today on the December 21st after I told them that I was going to notify USAC and let them handle it they told me that they disconnected me because I did not use the phone in a month like they say but my phone has never been activated so how could I have used it I ain't had it but for two weeks and I've never been able to have it activated since I've had it all they do is tell you lies and pass you on to another until they just finally hang up on you don't know who to notify about this problem but I know they're receiving money from the government on these phones and on these activations and people apparently are not getting them would love to get a response from this and get this taken care of

I waited for more than 4 weeks a new phone, and Assurance Wireless seems to be a rip-off, and scam for those on Medicaid and disability waivers, etc. I received the new phone December 20, 2021 and couldn't activate it plus the wasn't valid for the phone. So, I ended Applying for SafeLink. Poor customer service.

They sent me the upgrade phone and couldn't get it activated told me keep trying I spoke to 4 different people in a 2 day span and it was all different excuses. They said they send me a replacement upgrade phone I received it and it still won't activate either I called and they said o wait 2 hours and it will work I waited all day and still no service! Customer service people are no help and they hang up on you. Supposed to be a life line phone how can it be when they can't get us service!

I have had service only about 3 months when phone started to fail. Phone will not charge and if you can get it to charge it depleats itself within a hour. I have called customer service at least three times told the same thing each time does it matter when the first call was it starts from that moment of the whatever call I'm on that it'll be 21 days till I get a phone that's been way over 21 days waiting on a replacement phone you cannot speak to anyone in the United States you can definitely tell it's out sourced do not get me wrong they are very polite but very hard to understand you cannot speak to a supervisor they tell you they'll send you an email with your tracking number which Never Comes they tell you to have a supervisor call you that supervisor never calls and you just get a complete run around Assurance one of the worst companies I have ever tried to deal with I've been without a phone for over 3 weeks I can't even find out how to change from this company to another company that might serve me better very displeased

As a customer I've waited since October 201 until now in December 201 for my replacement phone to be delivered to me. Assurance wireless customer service is very rude I've explained to them that my phone was stolen that they had delivered through FedEx and assurance wireless wants me to pay $25.00 for a stolen phone. I'm very unhappy with their scam service because I was promised a cool pad phone as a replacement for assurance wireless problem with my phone being delivered and stolen. I honestly hate assurance wireless they deserve -10,000 stars.