Assurance Wireless
Reviews and Complaints

I recently received a new upgrade phone (Shok) but when I try to update it, I get no where. I opted for the "lost or stolen phone" choice hoping I'd get a live representative just to learn that my service has been automatically disconnected. What's with that? Can someone contact me and walk me through the set up process? Oh, and can you turn my phone back on?

Order was approved 11/9/2021 as of 12/16/2021 I still have not received the phone. They took my information to use for some nefarious purpose. They assigned a phone number and have been charging the government for the service. I have never made a call from the assigned phone number but apparently they did and claimed that the service is in use. It's certainly not in use by me. This company is defrauding the Government with this program. I am a Senior and a Veteran, it's shameful how Assurance Wireless is taking advantage of Seniors and Veterans.

Hi my name is Felieca M Brook
On December 13th 2021 around 2:15 pm no later than 2:30 pm at the corner of Fremont and Bruce 89101 there was a black lady wearing A burgundy wig and burgundy dress providing 2 different government phones she had already had my California state ID and my Nevada state Medical card that I gave her at approximately 1:50 pm while I go inside to locate mail for her with my Nevada address on it well when I get back to her with the paperwork now her having three important things of mine I she's taking a long time trying to do to many people at once I write down my number and tell her to call me if I'm taking to long to get back so I can retrieve my belongings because I had to put on more clothes the longer it took the colder it was getting close to ten minutes later I goes back out and she's gone with everything I mean for God sake I just went to California on Friday and got that ID it's the only identification I have the cold part about it is I gave her my phone number the streets have cameras and I have witnesses
Can someone please help me get my belongings back my name is felieca brook my birthday is 12/25/1979 my phone number is [protected] i'm already homeless and living in a vacant building. Thanks in advance.
Oh so far I've only checked the same spot for her all day the next day and there was no sign of her

Contact the FCC and BBB for your complaints against this company. It is absolutely ridiculous that they cannot provide a tracking number after 14 days when you purchase your phone! Not only that I have a senior citizen without a phone and they cannot give me no information as to when the phone will get her except 14-21 business days. I am going to write the federal government. This is BS!

This is my third phone I will be receiving from assurance the first one in couldn't hear the caller at all, nor the could hear me, then. The second phone which was a different brand I notice that I was running out of data really fast within 2 weeks which ihave wifi that'll always use I changed my phone number and received calls for the person who had the number before me. There is a number that is set as my voicemail number that hat is eating up my data I haven't been able to use my phone in 2 weeks but there are calls being made daily from my number to and from the voicemail number that is set in my phone e

The month of November 8 2021 this lady took my information then quickly started to say that their system was slow So I didn't get my phone that day . I never heard back from her again Realizing that she was running a scam I don't believe for one minute she had any intentions on giving me my phone After she got my information she turned into some demonic demon her demeanor was evil .. Crooked field agent's 🤬. I have No phone 🤳 and the risk that my personal information is just floating around

Fraud! Took our information and said to wait for the phone. Phone never came, yet they are already charging the goverment and telling them that we are already using the phone. We can't get this free phone anywhere else now, because in the goverment database it says we already have one.

When called, they said they fedexed the phone but didn't have tracking number. Pretend to move you from one department to another but you always talk to the same person. Next step is to file a complaint with the federal fraud waste department

They give you a free cell phone that comes with g2news g21news and such hijacker preinstalled in their system so malwarebytes and such can't find it. So every time the browser is started you go strait to that [censored]. Fine, so I lost the phone called for replacement upgrade for $25. NOPE another infected UMX. Oh for some reason they can't figure out why they won't text when away from Wi-Fi. These Facts are true on 4 phones I am aware of so far. Government funded subsidy program. Please don't think I'm one of those [censored] looking a gifthoarse in the mouth. I'm not. I'm grateful for the service I just thing the government might like to know they are getting [censored]ed too. They are not just doing the [censored]ing

I keep trying to cancel my account and they say they will do it after 24 hours but, they never cancel it. I tried this with 4 different people. I am fed up! I tried many times to call and ask to cancel this service and they keep telling me that it will be canceled after 24 hours but, it's still active. I have to return their phone and move and they are holding me up. Please help!

I recently received a new phone from Assurance Wireless due to their switch to T-Mobile. I called and had my new phone activated on 12/6/2021. My old phone was then deactivated. The pin# to unlock my new phone was invalid so now I have no way of calling them to resolve. I cannot find a way to contact them via e-mail. I need an e-mail address to be able to contact them. Can you help?

I applied & was approved for one of your wireless devices last month, November 5th the order was created it is currently today December the 6th, 2021. The source of my frustration stims from the false advertisement and the lack of honestly by your customer service representatives as well as your customer compliance team. I have numerous emails stating 10-14 business days I would receive my device the last email sent on November 15, 2021 there has been no contact since that time made by your company as a whole. No updates, only false information when I called into your office on [protected] the first call was made on November 30, 2021 @ 12:36 pm eastern standard time I was then told well we have until 21 days to get the phone to you so it will arrive December 6, 2021 (aware he was being untruthful) I called December 6 @ 11: 46 am when I was told, hold the line for a tracking number for your order, (which is now the second lie) finally a male gets on the phone and is honest and says there is no tracking number the order hasn't even been mailed out! He was at least honest the other two representatives leave a lot to be desired with their idea of customer service being " just say anything to get them off the phone" which is exactly what they essentially did and how they made me feel this is unacceptable. Is anyone willing to send me the phone? Is anyone willing to explain to me why I haven't received it as of yet? Is anyone going to give me a date to expect it? does anyone care? There are grants being paid to companies like this for this government phones this is not "free" someone is paying these representatives salary they sure aren't servicing these accounts free of charge. So why is this acceptable, when I go to work there is a standard of how to treat our customers and it certainly isn't just lie to them to get them out of our hair! Is this the type of behavior this company tolerates? I have never been with this company before what a terrible first experience. I was with Qlink never ever experienced anything like this and I most certainly may go back this is horrible before I go someone needs to know about your customer service call center, I want to give someone the opportunity to resolve this matter.

I was approved for an Assurance Wireless Government Phone on November 8th, 2021. It never came but what did come were three different emails informing me my phone was still on "back up". I have called Assurance Wireless every day to see WHY the phone STILL hasn't arrived. I am simply put on hold and then disconnected, 6 times now. I live alone and had to borrow the Landlord's phone. Every time I call, the operators put me through all the same questions and then tell me I need a different "department", which I have already informed them of. I managed to finally reach one rude Supervisor that informed me the phone was shipped and I still had to WAIT. It is now December 2nd. I am Legally Blind and receive US Disability Benefits. I had a Slip and Fall and broke 2 Ribs on November 20th. I had no way to call 911. Thanksgiving came and went - I was ALONE. There was no way to call anyone. Now the holidays are here and I STILL do NOT have my phone. It was sent, to the correct address but STILL is on "back up". Assurance Wireless has caused me to not to be able to contact ANYONE, including 911, during a Worldwide Global Pandemic. This is abuse to a Disabled Individual of the US. This is also a Felony of the 3rd Degree. Electronically Signed: Lesly Wolfson.

President Barack Obama created a terrific program for low income citizens called lifeline and assurance wireless. Virgin mobile was the excellent company offering free phones, and name brand choices of smartphones to purchase. T-Mobile took over from virgin mobile and has embarrassed the legacy of president Obama by turning the program into a SS... An s* show... Aka, a complete horror show! My previously purchased Samsung phone (bought from virgin mobile) became unusable and null and void with T-Mobile. Instead, I was sent a piece of junk from China, called a cool pad, and believe me, there is nothing cool about this phone, and do better writing on a pad. I have protested and complained vociferously at the terrible products and service T-Mobile brought in with them. It truly is a travesty of justice treating the low income population as T-Mobile is doing now. They try to cover their tracks with pseudo-niceties and flowery verbiage, but I am 68 and been around the block a few times and I know an s* show when I smell one... And T-Mobile is an s* show! Nothing more... Nothing less! They should be ashamed of themselves, what they have done to a once marvelous program!

I transfered my phone service from another provider to Assurance wireless a few months ago. I requested my phone number to be ported to the new service, I was informed it would take approximately 7 days after I received a phone. I have contacted them numerous times. I was informed that the request was submitted on October 15, 2021.
As of today, November 29, 2021, nobody knows where my number went and am now being told it is no longer available.
I stressed the importance of keeping my number from day one, especially for medical reasons and now this. I'm extremely frustrated, not to mention the confusion.
I've wasted a lot of time listening to excuses, each time I've called, I'm either disconnected, placed on hold for long periods of time, hours at times. The most frustrating part... I get a different answer every time. Nobody there appears to know what is going on.

Thank you for looking into this.

I am a new Assurance Wireless customer. I received my welcome letter on October 15, 2021 and got my phone a month later. Prior to my phone arriving Assurance gave me a phone number but it was the wrong area code. I was instructed to call Assurance when my phone arrived and they would provide a new number. When my phone arrived I called them and they did give me a different phone number. I noticed two things right away, despite the fact that I did NOT sign up for the unlimited plan under the EBB program I was placed on it anyhow. Second, my phone that I had just waited a month for, is defective. It gets hot when I use it. I placed a call to Assurance and they told me they took me out of the EBB program, this is important because those benefits are already being used. And they told me they ordered me a different phone, of course it's on back order!
When I call into Assurance using my new number as reference I am transfered over to Sprint, apparently this number was not cleared from the system before assigning it to me, I have to use my old number if I want to speak to an agent. Furthermore, I can't sign onto my online account. I tried using my new number and old number, neither one will allow me access to my account. I have no way to verify if my account has actually been removed from the EBB program. I have a feeling it's still on the EBB plan. I don't know why I can't sign online into my account, I have called customer service, it's always the same, " no worries, they will fix it, it will be fixed in 24 hours". That was 10 days ago.
It has been one thing after the other with Assurance Wireless. Why can't they fix my account?

got new phone. can't activate it online, would not work. that took me to live chat where all you wanted was money i didn't have to help me, flat broke until ssdi check in 6 days. so no phone. have to call to activate, can't call because it isn't activated. And you god damned customer service chat won't help without money, you are sickening. changing to t-mobile, what a rip off. Stop calling it a free phone, or lifeline. it's not. and thatstop telling me to call customer service, the god damned phone isn't activated...

Like the title states; there are more than just one malware pre-installed on these phones. I tried to chat with tech support and they just stopped replying because they can't do anything about this since these malicious programs are installed in the ROM of this piece of crap. I have hard reset this phone more than 5 times and it comes back with same issues. At this point I have no option but to file a formal complaint to USAC. I tried to let you know and gave you opportunity to get this right. Have a great day!

I applied to Assurance Wireless and was approved and received a welcome letter from them dated October 15, 2021. As of the writing of this complaint I have yet to receive a phone.
I have called three times now, including the most recent call (tonight, November 10, 2021). Each call I am told my phone has not shipped yet, but they promise me they will put it on priority and I should receive my phone in one to two days. However, one to two days pass, no phone. I am being told they do not have enough staff at the warehouse to fulfill and ship out phones. I can sympathize with their issue, however, they are taking applications for lifeline services, its troubling to me that they are still taking applications knowing they are having difficulties fulfilling these orders.
This phone call to Assurance Wireless was no different than the other two calls I placed, I was assured my account will be prioritized, that I will have my phone in one to two days (even though it hasn't even shipped yet). Also, they gave me a phone number with an area code that is not my area code, upon questioning them I was told when, or at this point, IF, I get my phone, I just need to call and they will get me a new number with the proper area code, I hope this is the case.
I am writing this complaint hoping you can be of some assistance to me. Thank you.

ID # 102641 Phone # [protected] Left without no phone service while waiting for a replacement phone.
URGENT! Need phone service reconnected ASAP until I have received replacement phone due to need for phone calls for emergency medical service, & doctors appointment if necessary due to CANCER GALL BLADDER SURGERY to which I am now recovering with several tubes in my body until healing is complete. Would deeply appreciate any help you can give me due to URGENT need of phone service. I am 80 years of age!
CURRENT WITHOUT ANY PHONE SERVICE PERIOD!

hi assurnce wireless