Assurance Wireless

My old phone was much better, new one is $#*!ing up constantly. Locked screen, can't work phone til turned off and on again if that even works, puts words I didn't type in and I have to backspace and remove them. Bad phone, takes up to 20 seconds to respond to commands. Old phone was quicker.

If I could give this company a 0 stars, I would.

Assurance Wireless was never a top tier company, but since T-Mobile bought it, it's been a nightmare. With Virgin Mobile, I never had a problem getting a new phone when my phone broke or was not working properly. Now I have a phone that is over 3 years old and won't charge, and most apps are outdated on, and I can't get them to send me a new phone. They keep promising it's on its way, but it never arrives.

The customer service is in China now, and as would be expected, they just lie and lie. I don't think they understand half of what you tell them, so they just make stuff up or tell you a lie to shut you up.

I'm so fed up with this. I contacted the actual company, and if I don't get my new phone now, I'm going to complain to the FCC.

I never in my life had to call 6 times for a phone and 6 different stories like get it together so I told the lady keep the phone I don't want it and went with another phone company if use don't know what use are doing find employees that do

Really awful and frustrating to deal with 3rd world customer service reps. Their English goes from poor to very good, and you don't know who is going to talk to you when you call in. They give false names and LIE about what they will do to help you with a problem. Then you call back: The name the rep gave you isn't in the computer notes. Neither is the correct information you thought they were logging in. Endless pointless and fruitless calls to the Philippines. You have to be very persistent to get a problem solved.
It's free; I would never pay for this insane company's runaround.
Truly a remarkably weird bunch. I thought it was ME until I read these reviews. Thankfully I have a first rate phone with another legit provider.

I would rather have no phone then to deal with these people…if you can even call them people. They hang up on you and don't give a crap about you at all. They are liars and thieves and give you the worse customer service and the worse cheapest phones ever. Toy phones work better than these pieces of junk. People believe what these other people are saying (the negative):here they are telling you the truth. They should shut them down. I already reported them to the authorities…let's see what happens…nothing I'm sure.

Issue 1.
I did my monthly re-certify online and through phone too. I did do it before the deadline, but according to their data, I didn't, and my service was stop.

Issue 2.

I've been trying to get a replacement for almost 2 months and also sent in my application with all the support document, but according to their data, they never got it.

Dealing with them is like talking to a wall. I know this is a free service, but please get your acts together.

When contacting customer service on many occasions, I find that the representatives perform in a 'robot' fashion, not being concerned with my call but to constantly repeat what I say to them. Their knowledge of issues is horrible as is their ability to communicate with Americans. I even had one rep call me back after a horrible interaction only to repeatedly call me a 'moth*r fuc*er'. I guess that was a better option than solving my issue.

The free phone they sent was horrible. I ended up buying one from them for 69$ I had problems with my mobile data not staying connected i contacted customer service they worked with me to fix the problem, they were very professional and knowledgeable I now have no problems with my service ( I didn't program my phone correctly when I received it)

After 2 more weeks of trying to get my issue with this so called government program and my last review, I was told the S&H wouldn't be waived but I'd have to pay for the phone. After a year and a half I'm willing to do that and now I can't get any help with that. They told me to go to my app and "Top up"! How does that give me a replacement phone. I've been there for 12 years, have unlimited everything. What the hell is going on with this place? Someone step in from the government please.

If I could give this company zero stars that's what it would get. This company is complete trash. You can have problems for months and each time you call in you have a new representative you have to explain everything to. Each representative tells you something different. I have one bar to no service in my own home. I live in a city and have no metal roof or metal siding. They tell me there was an update to their towers that my phone isn't recognizing and my phone is out of warranty but I can purchase a new phone. That's how they get people. They update their systems to where people's phones will no longer work and you are required to purchase them. If you cannot use your phone in your own home this defeats the purpose of a free service. I do not recommend.

I got a phone that can't hold a charge and never connects. I use this only for emergency since I am disabled. Call on landline for support and they don't understand English or Spanish. Found out from my bank they had data breach and someone in China stole my identity to open dozens credit cards and someone tried to bill my Medicaid.

I am very disappointed with Assurance Wireless customer service. I can't understand how this kind of scams are allowed to exist. They supposed to help poor people but all they do is to lye and rip you off. Somebody should do something about it!
I called them for about 5 times, I was promised to get help and I got no help at all. They promised to send me the phone, they charged me for the shipping and service and I got no phone at all. Shame on them!

The phone works only sometimes! It may take days to open after charging at any given time this is my life line! Yet the company, service and phone will fail you and sometimes when you need them most them be ready to wait two /6wks for delivery and tracking won't work the customer service ppl lol language barrier is impossible l got to laugh this company totally a joke and waste of your time has been mine now they won't release me from the company so I can get another phone because I wont pay or buy a new phone I haven't income and a lot of of business need to deal with on phone doc lawyer family call a Ride and now until February I'm screwed 2022 what I do now

I will not recommend assurance wireless to anyone constantly disconnections call customer care they fix it for three to maybe 4 hours before it gets disconnected again and now cannot use my phone to make calls after they suggest for me to power it off and power it back on

I highly recommend this company they have been so helpful I have had a small issue with my phone and the lady was right on it. I'm a single mother so this free phone service is so helpful with keeping in touch with doctors and family. Thank you assurance wireless in everything u do and help. I will be staying with this company for a long time

If you lose or break your phone, your screwed for at least 2 weeks. By the time they verify your address, which they don't call you, you have to call them, it is at least two weeks for your phone to arrive. It's free for a reason!