Assurance Wireless
Reviews and Complaints

I prefer pre-paid phones and free phones. I'm a long time fan of Assurance since 2009. They are a MVNO service who had a contract with Virgin Mobile another MVNO of Sprint(bought and merger of T-Mobile).See all these Free services are just MVNOs and partner MVNOs of the big wig companies out there. Assurance is piggy-backing all the fellow MVNOs like Boost Mobile and Metro By T-Mobile. In such all T-Mobile MVNOs out there do there service together. I had one ANS Artia(best phone from them)s ,and it is sold also by Boost and Metro for cheap. Infact the Schok Volt is the cheapest phone all of T-Mobile MVNOs and even T-Mobile in my area sells! And yes this phone is a barebones cheap toy like phone compared to phones sold much higher. This phone costs under $50! And is free from the government -tied MVNOs like Assurance and other T-Mobile MVNOs. So What T-Mobile agreed to is offer this the cheapo $50 phone for free to it's roster for those on Assurance. I remember before Assurance had Sprint phones and Virgin Mobile cheapo phones. They sold everything Virgin Mobile had! I loved them more before T-Mobile bought all of Sprint and it's MVNOs. Even those who like SafeLink and Qlink are getting the results of this merger. SafeLink is also T-Mobile backed. But is coolest cause they use Verizon also. And Qlink is trying to merge with Visible as well.

My experience with Assurance Wireless has been a complete nightmare. "Their"customer service" is poorly trained and obviously just there to expedite calls most of the time. After receiving a phone that would no longer charge after two months, I was told I would receive a new phone in the mail. I received the Schok Sv55 in November 2022. Immediately I noticed the screen fading and the phone often taking unreasonably long to load but I just continued using it as I depend on my phone for work job search, medical etc. Out of nowhere I lost service in my home. I could no longer make or receive calls or receive any data. After a week of talking to about 20 different reps and receiving the run around assuring me the issue would be fixed, it was never resolved. Finally they came to the conclusion I would need another phone and issued me a confirmation number along with an estimated time of arrival. After waiting at home the entire day and not receiving the phone I called back to see what happened. They then tell me that upon further review Im no longer eligible for a phone because the warranty expired. Its May 16 and I got the phone in November. Now they are saying I must buy another phone from them for which there is no guarantee that it will work. Assurance is a predatory company. They are taking advantage of people who are already in dire need and financially vulnerable. It needs to stop.

I am very upset because my neighbor has a phone registered to my address so that her and her boyfriend each get free phones and service and there is no way to report the fraud! I cannot call and let anyone know because I don’t have a phone number for the account that is listed at my address of 640 Hercules St. I keep getting mail at this address for Kristin Scheirer and she does not live here and used my address without my consent to fraud the system and get a free phone and I am furious!

March 2023-nightmare started- Current phone didn't work. I called. Told them situation. Requested an upgraded phone. Paid $10.99 for upgrade. They sent a phone ( Koobee K100) which had no slot for Sim Card. I called them. They SAID to wait and they'd call me back and never called back. I called them a week later- same thing- they told me they'd send 1. They'd send a new UPGRADED phone. That was ten days ago. Yesterday I called again. Was put on hold for 40 minutes and then disconnected. I'm filming NY State consumer Affairs for loss of work. I have names of Assurance operators and dates.

I'm prepared to file NY State Consumer Affairs.

I want a WORKING UPGRADED phone. I'm tired of the games.

Loss of time & money from missing temp work.

I was hired February 20 ,2023,My name id Elizabeth Rodriguez,has i was saying.My last time getting payed was March 17,2023.Why I don't know ,why? Last time I was distribute 2 boxes of hot pepper phone ,I've connected them and I still haven't got a pay threw cash app ,remind you that's how I've been getting payed and, just commission,no hourly I was told assurance wireless only pays commission.40$a phone.My hiring distributer is Brant don't know is last name All i want is just my pay which is 5 phones in every box of phone I got 2 that's 10 phones in total,for 40$ commission each,is a total of 400,$.I would like to keep my job has well .

Sincerely,Elizabeth Rodriguez

P.s.

Date of birth-08/10/1977

Ssi-[protected]

Field agent id -PRHIVN1Q

I paid cash for phone upgrade, but was given basic phone! I've complained&I WAS TOLD to resolve matters personally I inform the csr I have phone number of independant contractor&have tried to contact him. He claims not to know me. Today C.S. ask me, "what do you want from us?"Do u want your phone?"I WAS GIVEN an attitude & mocked BY REPRESENTATIVE

I just received my phone on the 12th of April. I can't receive or make calls. I was supposed to receive a new phone in 3-5 days from the time they picked up which was on April 14th at 4:45. Every time I try to make a call it keeps saying no mobile network. I cant be without a phone I'm disabled & have appointments to go. And my doctors & nurses need to stay in touch.

Back on March 8th, 2023, I received a text message from assurance wireless on my current device,which is the second schok volt sv55 android they sent me after I had been having many problems, like shut offs and not being able to make calls or texts on the first schok phone because it completely stopped working on me. The text message said that I am eligible for a new Moxee phone for *free" and said for me to claim my "free" phone asap and I did so immediately. In addition to the text I also received a letter in the mail from assurance wireless stating that I was approved for a new free phone upgrade and that I would receive it within a week. It has been almost two months now and I still have not received it. I called customer service and was told due to the high volume of orders the phone was not available and as soon as it became available again, I would receive it.

Assurance Wireless, is now a SCAM service. Hi, I'm Felicia, I been with assurance wireless for over 12 years. Haven't had any issues till now. On February 18th 2023, I called assurance customer service 800# at [protected]. I been with assurance wireless for over 12 years. Haven't had any issues till now. On February 18th 2023, I called and reported my phone stolen. The customer service rep I spoke to, stoped the service and said that I can get a replacement phone for about $10.25 or so (In all its cost $10.79 with tax), they will get the new phone in 5 business days. I also had to update my address and a way to do so is by sending them a email of a bill with my update address. Which I did, with the email they provided. So I waited for 2 weeks and still no phone. I called assurance and the customer service rep I spoke to said the previous rep I spoke to gave me the wrong email and that I need to resend my address. I did and they said it'll take five business days as well. I waited two weeks again. But still no phone. I called assurance several times after that. But they kept giving me different reasons, as to why I haven't received my phone. I recently call them April 19th 2023 and the rep I spoke to said "they closed my account, canceled the replacement phone, and sent me the $10.79 back to my account and in order for me to get a replacement phone. I would have to reorder and pay the $10.25 again". But I checked my account while I was on the phone with her and I made it very aware that they did not in fact sent me the $10.79 back (They lied and try to get more money out of me). I asked to speak to a manager at this point and told the manager that "they need to reactivate my service and either send me my replacement phone or give me my $10.79 back". The manager said "we'll reactivate the service and someone will be in contact with me". It's now April 29th 2023 and I still haven't got a response about my phone or service.

Please be in contact with Edith Sisson, editht.[protected]@yahoo.com, a subscriber of your Affordable Connectivity plan. I am having difficulties using my Assurance phone.

When I try to dial any number I receive the message: "Invalid Format," I have also been informed that I have "not enough minutes" although I believe my plan offers unlimited minutes.

I am willing to replace the phone if this will resolve my problems, it is old, it outlasted Trump, or change service plan if I should.

I am a caretaker for a family member who is a Veteran. He has serious health issues which has qualified him for the Assurance Wireless phone in addition to the LIfe Line service. We are in the 7th month of no phone delivery. The difficult customer service has been EXTREMELY DISAPPOINTING. I have a Social worker who is assisting me with contacting Action 9 News. Maybe they can help get the people from Assurance Wireless to finally help others.

I am a social worker for developmentally disabled clients. I brought a gentleman to get a phone after he had previous for one year. Approximately 20 days later you guys shut it off and I cannot get reason why or figure out how to fix this. I think its poopy that Assurance is supposed to be for low-income people, yet you guys have some many issues. Originally these phones were free to people who were homeless, and low income. Now, if you do not have a street address, you cannot get a phone. Most have either PO box, or General Delivery. The shut off after 20 days is absolutely ridiculous, and shows that this service is a sham, and not what it is supposed to be.

Danette Kellerman, Social Worker III with Conflict Counsel with the Public Defenders office. [protected]

Last year I received a Schok volt cellphone as my first Assurance Wireless phone. It would drop calls in the middle of ringing, my notifications would arrive late, text messages weren't being sent and I would have to dial more than once to get a call through. This year when I dropped my phone 2 feet while sitting outside, the screen completely shattered. I could no longer dial out or open my phone at all using any type of keypad. The keypad is completely unfunctional the touch screen does not work at all. I called Assurance Wireless and paid $45 for a brand new phone. It's been 25 days and they sent me a letter a couple days ago saying my account is about to be closed because I'm not using that number. I cannot use a phone that I called them to replace. Assurance Wireless is a Scam.

I called Assurance Wireless Customer Service back in mid to late February to see if I could get a replacement for my California Lifeline issued UMX phone because the charging port has stopped working properly. In fact, I now have to charge the battery on an old UMX phone to get it charged. The Customer Service Agent informed me that I was within the 1 year warranty period & that phone would be sent in 3-5 days! Several weeks passed & I still had not received my replacement phone. So I called again & was told that there was no record of the previous call & this time asked to speak to a supervisor after the agent told me that I was NOW out of warranty & would have to pay $9.99 for a replacement phone! The supervisor told me that I would now be sent an upgrade phone but it also has not shown> after that I was in the hospital for a few weeks. I am elderly, disabled & living on SS Retirement. I have tried calling them again but cannot get through! I have been with Assurance for 4 or 5 years & in the past never had a problem getting them to send me a replacement phone! All I want is a phone that works & since my original call was made in the warranty period what is the issue?

My name is Grace Robles and I am subscriber year 2018 to present my phone service Moto g pure Motorola disconnected April 8,2023 to present April 23,2023. I applied for assurance wireless affordable connectivity program (ACP) plan. The assurance wireless approved my ACP plan dated April 23,2023 I have signed consent form. I am requesting to restore the service of my Moto g Pure Motorola wireless phone April 23,2023.

They told me they'd send me a Moto g pure phone which is the only phone they have available that's compatible with my watch which I have programmed to call 911 when I Fall in the ground and have a seizure I just got off of the phone with customer service from assurance wireless they never had any planned to send me that phone at all so what should I just shoot myself in the head? Assurance wireless is a rip off and a scam

My name is Grace Robles I am a subscriber of assurance wireless since year 2018 to present. Last April 4,2023 my phone was disconnected. Until now the present April 22,2023 my phone still remain disconnected. I cannot accept calls and cannot make phone calls I am calling the assurance wireless but my calls are dropped. It is hopeless. I must file a complint.

What is wrong with assurance!? I've been with you 6 or so yrs. Used to brag on the service, refer people. Ridiculous wait times. Some (few) are knowledgeable and helpful. Most haven't a clue. Dropped calls talking to you, disconnects, transfers to nowhere. Most reps talk over me. Spent 2 1/2 hrs today. 2 reps. Last was wonderful. 4/22/23. Called several times before

I've had assurance wireless for over a year I received an email and letter in the mail saying As a thank you, and to show you how much we value you, we would like to upgrade your phone, for free. We’re offering you a Artia I called March 13 at 3pm the woman set me up for my new free upgrade phone is Going to be sent to me. I still have not received that and that was over a month ago.

I called them yesterday April 18 at 9am this person told me that there was no request for a replacement & New the offer has expired.

This is not right to offer somebody a new phone call and talk on the phone for an hour. Why being sick to get told it would be sent?. Now they expect me to pay for a different phone because my initial phone they gave me is messing up.

Oct 22 went on assistance with Medicare/snap was ran over on my motorcycle by a drunk driver so couldn't work an no income so that's how I was able to get approved for ACP unlimited plan . Filled app out October 22 every month after Oct 2022 thru April 2023 I got shut off or phone wouldn't work right being I need the internet for my chart for hospital an spin specialist an primary doctor an MRI appointment an videos an so on . Every month I had to reapply assurance wireless said and I approve for ACP from day one but yet have not been on that plan even tho they said I was going to be on when I get new phone an so new phone comes end of month phone shuts off an I can't use it call assurance wireless an they said u used all data up u can use a top up an restore service. Me have no income an was to be on ACP on well every month I fill out form an get approved but assurance wireless put me on life line . So this last time I did it smarter to prove how much assurance wireless is fraudulently charging our government for phones every month I have 9 phones from assurance wireless an today I have a letter 4/1723 telling me I be getting another phone . We'll back to I called customer care an had assurance wireless agent fill the form out for ACP an she gave me the pin for the ACP unlimited plan an was approved 3 weeks ago an in that time I received 3 phone none I could use an the fourth phone on 4/13/23 is the that was supposed to be on ACP as the agent gave the pin 3 weeks ago . We'll needless to say today 4-18-23 my phone doesn't work for data . So I call assurance wireless customer care three times an try to speak wit manager or tier 3 or above ya that didn't work only one call back no I just went with out a phone for 3 weeks but got two phone in mail that I couldn't use assurance told me ok so now I have this pin I got from agent three weeks ago [protected] account 9200190286973829590892 n my pin 969696 now the phone using from the 13 to the 18 should have been on this plan agent got me all filled out three weeks ago . K but that's not how it work some one in assurance wireless put me on life line with limited data in four days data gone so I call an they want me to do a top up an pay for more data . So much fraudulent activity going on wit TMobile an assurance wireless. So the letter I received 4-17-23 tells me in 10 days or less I be getting another phone pin [protected] witch is the life line act I never filled form out for that . I shouldn't haven't been taken off of ACP not should the government be paying for these now 11 phone 4 of them never used or activated them so talking to the manager of assurance wireless today she says well that must have been ACP three trial . An I said ur wrong an ur programed to protect assurance I said how would I have this pin for ACP an she said that the pin that was filled out to day on ACP app by agent today 4/18/23 I almost peed my self with later I said nope I get this pin an account number three week ago from agent who filled ACP form out for me so I won't have to do anything over again . So to day agent told me he put the application in for ACP told me it will be a week so too get approved . Inmean time u can pay for more data an service I laughed dummy I have no income can't work that why I am getting assistance I was ran over by a drunk driver . So much fraud going on with assurance wireless an TMobile some how every month had my service shut off an never once still today was I on the ACP unlimited plan .