Assurance Wireless

I have been a customer for about three years. The service just keeps getting worse because now the phone is basically unusable. People call me and my phone does not ring. Then, I see I have a voicemail and I can't dial out I have to dial many times to even get through to voicemail. It just keeps looking like it's ringing until it says call ended. When the phone rings in so many spam ads for gaming Etc pop up on my screen I can't get to the part of the screen to answer and I lose the call. Then I try to call them back and it takes average six times before the call will ring through. I can't stand it anymore and I'm worried that there may be an emergency and I won't be able to use this phone. Customer service people are hard to understand and most the time don't seem to understand the problem I'm trying to explain to them. I have had a reset on this phone numerous times and it works for about half a day. I'm going to spend the rest of the day Googling alternative phone companies I see all the other reviews are having my same problem so steer clear

I got a phone last year because the part that charges broke. They charged me $20 to get another phone. Now my phone is broke again. It won't hold a charge and the charger won't stay in the piece that charges again. So, two weeks ago, I called, explained the problem, and they said I had to pay $59.95 for another phone and a $20 shipping fee. I said no, because this is a government phone through Life Line and why should I pay $59.95 for a used second hand phone? So, they said they would send me another one and I would get it last week, on Tuesday. Because I never got it, I called and this supposed CSR comes on the line and acts like I never called in and said I have to pay $59.95 and another $20. I said no and explained what the other CSR said and he said that I have 2 options. I either pay $80 or they could cancel my account today, wait for 24 hours, and give me a new account but, I wouldn't get a phone until March. I asked why and he started yelling at me and then said if I borrow a phone from family or friends, they could insert their simm card and I could continue with service until March. I said my family is dead and I don't have any friends. So, now I have a broken phone and no way of getting another. So, I wrote the FCC. I feel like they are extorting poor people. I don't know who is over them. I know T Mobile is the parent company. I called them last year over what happened and they had no clue Assurance Wireless was even linked to them.

Who are you really? Assurance Wireless? Virgin Mobile, T-Mobile, Sprint. You change the names of your Company like I change my underwear. The Internet has not works on my phone for the last 4 weekends. It would not even connect to my Wi-Fi. Let me go further continues dropped phone calls and you have to keep calling back, phone shuts down in the middle of your conversation or can you hear me. Can you hear me, static on the line, sometimes it even sounds like a CB radio. They say they will answer your call in 30 seconds ok they did but why did you have me waiting for 38 mins and 34 sec so I decided to call them on another phone to ask to speak to a Supervisor the customer agent was very reluctant to help. So I explain that I was holding on the other line for just about 40 minutes so the 2nd agent puts me on pause for another 20 minutes then can back and said that her advisor was in a meeting I guest she tipped off her colleague now the colleague finally comes to the phone so I asked her why was I on hold so long she refuse to answer me now she is trying to talk over me all I said you could of been more considerate and keep me posted on the progress. Now she was intimated by my professionalism and made false allegation against me saying that she can discontinue the call if I use profanity I said the customer is always right and I am not using any profanity then I asked are you sick or are you crazy then I said I will sue your company then I hanged up.

You and your service "SUCK".you lie to ppl and you are not trust worthy. I would not tell anybody to sign up for your service. The phones are no good and they want to charge you for the same garbage phone they gave you that did not work anyway. "DO NOT GET ASSURANCE WIRELESS NOTHING...CUZ THATS WHAT YOU GONNA GET."GARBAGE"

5 days now I have called assurance wireless to switch connection from old phone to new phone I have called everyday for 5 days and talked to someone everyday 1 person said wait 72 hours and last person said I'll call you back and never did, and here I am stull no phone, I have alot of medical issues and no way for my doctors to get ahold of me, very unhappy with assurance and there customer service.

Inconsiderate customer service and rude tgey don't listen to anything you say and you can't understand them tgey charge you for stuff no other service does ant every chance they get

Phone sucks because can't type anyting keyboard doesn't use the word you are typing. The phone dies off within an hour. The phone doesn't get any Towers nearby. I never get to use it. That blows.

I've been a customer for two years. The first basic phone they provided me was nothing but cheap junk Hardly kept charged for a day, the signal was poor and I had to almost yell at people so they could hear me. Worst of all it kept overheating when it was charging. And by overheating I mean burning hot! I'd only had the phone a few weeks so I called customer service (because I was afraid it might explode) and they tried to blame me! Only because I said that I had dropped the phone once. Now who hasn't dropped their phone at least one time? I've dropped other phones an never had them get so hot while charging that it nearly burned your hand!

A year later I got newer version of their cheap phone after losing the first one. Just like the first phone it's junk right out of the box. And, just like the previous phone it wont hold a charge for an entire day. The service winks in and out of roaming and the phone opens multiple web pages on it's own. So imagine my surprise when they sent me a notice that my 5gb of internet (which I never use) is gone! This morning when I woke up it had 37 open web pages! I don't even want to bother calling customer service because they are all useless. All they try to do is find a reason to blame you for the problems.

I wouldn't have this service if I didn't need it. This company shouldn't be allowed to treat people this way! How can you call yourself a "life-line" when you can't hardly use the phone? If you are unable to pay for a phone try another company. Better yet get on a family plan with a family member. Don't waste your time with Assurance. You'll be glad you did.

Phone I received was broken. Received replacement that was broken, then had to pay for upgraded phone, and they shipped out and was a shock phone that was from 1988 2 mp camera,won't get nothing but 2g,died every 1 1/2 hrs, customer service then said I could get a replacement phone for a shipping charge of 20 dollars, I then find out my card had been charged more money, no supervisor every cause I h y are at home as one rep said, no home base no to call they are part of virgin mobile when doesn't exist in America anymore, and I hey tell you they have no idea of what phones they have in stock in warehouse, yet they try to sell you moto g phones for 50 dollars more and have a he people on the corners selling acp accounts selling you upgraded phones for 50 dollars that they get from company for free and hat they are suppose to be giving you for free, yet the corner people give you schok phones that's no good and outdated from and made in India. Don't use company ever unless you want your card info stolen your identity stolen,ripped off and old phones and terrible lying customer service reading script.where is the FCC who is suppose to be watching out for Americans. They just let businesses do what ever they want while the get rich, eat big budget dinner and drive by homeless people waving.

This company iSUCKS. THEY SHOULD BE SHUT DOWN. I filled an application out on their website they told me they didn't have it then I filled out an application over the phone and 4 days later I called to check on it and they told me they didn't have it then they tell me my phone shipped but in reality they still couldn't find my application. Do not go through this company you will waste your time. One star rating because it made me otherwise I would have chose nothing.

The initial phone was a bare bones minimum cell phone that came with an instruction booklet. I used it only for emergency out calls when I was not at home (at home I use a landline). Deciding to try to do other things with it I could not figure out how, since I lost the booklet. When I called to request another, was told there was no record of me as a customer! It took many calls to straighten it out and I never found out why. Weeks later I was cancelled because I didn't use the phone often enough. Had to apply for a new phone and when I was told the new model was an 'upgrade' asked if it came with instruction booklet also and they said no. My application was turned down. Letter was vague and I was not able to speak with anyone re my application specifically to learn what I did wrong. Rep at the toll free number was in Phillipines. He could not direct me to an office in my city or state but said I should visit 'any gov't office to look for an assurance wireless booth' in order to re-apply in person/ask questions re my application. My application that was rejected was mailed to a post office in a different city and state and rep did not have contact info for that office.

I don't know where to begin! I had been with them since 2019. My phone finally stopped working. I am on the ACP so I should have had no issues getting a new phone.The CS lied to me and said I could get 1 but had to sign up for a plan that was $.87 a month. Ok, no big deal bc it was unlimited everything with it. Never once told me that it would cancel my ACP if I did that. He then said I would have a new phone in 7 business days.Never came. Called back, was escalated to a "supervisor". He yelled at me that I would get it in 1-2 days and hung up. Still never came. Called back to be told I never had a ticket for a new phone and would have to pay $29.99 for an old phone plus shipping! WHAT!? They all lied to me and I am disgusted with thier treatment. All I heard was "oh what a pretty name" "oh please hold on" "I understand" when CLEARLY they didn't understand. It was awful! Please DO NOT use this company bc anything they tell you is to appease you and get you off the phone. I am now out $10 they charged my card for the.87 a month bc they charged a yr up front. I was never going to get a new phone, I was never going to get any help and I am so upset and want to report them anywhere I can! It's not ok that they are a part of the govt phone thing and treat people like this! PLEASE DO NOT USE THEM FOR ANYTHING! I transferred my number and account to QLink today and we'll see how it goes. DO NOT USE THEM!

This company is horrible. They are unorganized, they do not do what they say they will do, and speak very lttle english. I advise anyone who is going to use them, to beware.

I was with Lifewirless for 8 years and out of nowhere they said that my service would be cancelled and moved to Assurance Wireless and that I was the one who I granted them permission to cancel it. I told them that it wasn't me who cancelled it and that I wanted to keep my service with them. They said that there was nothing that could be done. I called Assurance Wireless and they said someone signed me up to be with them and that they would
Send a phone within 3-5 business days. Months went by and I did not receive a phone from them. Every time I called each person lied to me and said the phone was on it's way. Friday Assurance Wireless claimed that they mailed the phone out months ago and that someone had already activated and was using it under my name at that moment. Everything about this situation just seemed strange and nothing was adding up. No one could explain to me as to why all of this happened. Assurance wireless said that since it wasn't me who activated the phone they would cancel the whole account & take me out their the system. So I lost service with a company that I was with for 8 years for no reason at all and ended up with nothing from Assurance wireless.

I've had 6 replacement phones from Assurance Wireless since 2020 and this last phone a WIKO 3, they've sent to me twice, the exact same phone, the same IMEI # and everthing, the clock feature has never worked properly and they won't send me a replacement either beacause they said my phone is out of warranty.
But, the clock feature opens all by itself when I make a call or receive a call, so, i have to disable the clock, and when i have to use the clock alarm feature, I have to enable it. Disable and enable the clock again and again its really annoying.

I am at the moment using a phone that dies in 4 hours of use i have to stay near a plug constantly I am told that I am responsible for a phone app usage on an unlimited plan data talk text i miss calls if i don't stay near outlets by 11am I must plug my phone up or be phoneless till i am home coming from and to work and school that is not safe and as a homeless women where men always chased and harassed me as did women I was phoneless unless i gave myself to the street walker wanting to be near or of use of me today This is not realistic for homeless

So far, on Wednesday I happened to see a tent with Assurance Lifeline reps (after trying to find out where they would be located for two weeks to no avail). They had a sign that read, "Get a Free Phone Today." So, after applying, I'm told it takes 1-3 business days to verify that I'm telling the truth about being 61 and poor with two children on food stamps. I return on Saturday. The rep used the address from my EBT letter since I recently moved, have no car, and can't get to the DMV to change the address (even though they obtain your SSN). After a couple of hours, we leave with the the phone on and working. I used the Lifeline service for two days. About 30 minutes ago (Monday), I receive a text stating, "You are no longer eligible for Lifeline service." So, I called the number and have been hung up on 6 times in a row. Luckily, I read reviews prior to getting the phone and spent half the money I had obtaining a Verizon phone to use during this expected inconvenience. Nothing has changed since Saturday so how was I eligible on Saturday but not the following Monday?

Horrible management. Attempt to port a number resulted in them blaming my old carrier and me for their incompetent. Trouble tickets ho unresolved, supervisors hangup on customers. Bad experience.