Assurance Wireless

Bad bad carrier... phone is junk, reps are untrained (but very polite)... TMobile is parent company, u should do something about it

If I could remove stars I would give -10. I was talked into contacting Assurance for a Lifeline phone to help make things easier for appointments. The first flag I ignored was their absolute requirement for a physical building address, even though I did not have a fixed address. Shame on me. About a year later, I finally get a place to allow me to use their address. Got the phone. I'm not big on technology, so didn't use it much, but noticed a few months later that the screen would black out when trying to make a call or check voice mail, and it was a real $#*! to try to get it to come back on. I thought it was just a fluke until it started doing it every single time. So I got the bright idea to call and ask for a replacement. The account verification process was a head-banger, especially since I forgot some of the info from what turns out to be a year and a half ago. 30 minutes later, finally get to the point where they can order a new phone... and oh, by the way, there is a $5 shipping charge. Um, ok. I guess that's what I've got to do. Color me surprised when I see a $6.39 charge on my bank account they cannot explain. They finally come up with the lame excuse that the IRS collects that...? I'm no idiot, but the IRS DOES NOT COLLECT STATE SALES TAX. And no state anywhere charges a 28% sales tax rate! Multiple requests for an itemized receipt were ignored, messages that were received were patronizingly stupid. Requests for the tracking number that SHOULD have been issued within 3 days of ordering the phone, per the clerk on the other end of the line, were ignored, and phone has yet to be received. After confirming the mailing address twice on the phone, I'm told that they need yet ANOTHER confirmation...

I have a pretty solid case of CPTSD, and this stirs it right up. I have no room for stupidity and dishonesty. Overcharging me and then lying about it equates to theft.

I did NOT get involved with Assurance so that I would have an unnecessary source of stress to deal with. Stay far away from these people. You'll be glad you did.

BEWARE. THEY ARE SCAMMERS. I NEVER RECEIVED A WORKING PHONE OR SERVICE. THE CUSTOMER SERVICE REPS KEPT ON GIVING ME THE RUN AROUND. THEY ARE LIARS. DO NOT WASTE YOUR TIME.

I have had nothing but problems out of insurance wireless. They shut my phone off for no reason. And then I add money to my top up and was just going to pay 10 cents a minute since I don't use my phone very often. The first time I added $5 just to see how the service would be I use my phone for 10 minutes and it was supposed to been 10 cents a minute and they shut my phone off again. I called them they turned my phone back on and within an hour my phone was shut back off. I called them they shut my phone back on again and I made another phone call for 10 minutes. A little while later I tried to make another phone call and my phone was shut off again. I called them and they said I used all of my top up that I had no more funds. If it's 10 cents a minute I made two phone calls for 10 minutes. That should have been $2 but they took my whole $5. Then last night I called and added $2 because I needed to make a phone call. They never turn my phone back on and they took my $2 plus a dollar and something processing fee. I've been calling customer service all day and I stay on hold the whole time and then finally they hang up on me. I have been sitting on the phone on hold for an hour to hour and a half at a time about 10 to 15 times today. I'm reporting them to the better Business bureau. Just a fair warning do not get this phone company they are nothing but problems it's the worst phone company I've ever had in my entire life. They steal your money they shut your phone off for no reason and even if you're paying as you go they keep shutting your phone off even when you have a positive balance on your account. I wish I could give them no stars because that's what I would do the only reason they're getting one star is because I have to give something to be able to post this review

The crap your phone they give you is not compatible with the latest VA healthcare app and will not update your phone so it will be compatible

Received a letter in June that I qualified for a free phone upgrade, it's August and I'm still waiting for my phone, was told several times I would get it in 5-7 business days.

By far the WORST company with customer service. -10/10. I wouldn't recommend them to my worst enemy.

THEY ARENT. GIVING ANYTHING BUT A PHONE NUMBER. IF LIFELINE ELIGIBLE PREPAID BY STATE GOVT FRAUD IS THAT YOU CAN ONLY CONTACT THEM THEN HHHOOOWWW IS THAT A LIFELINE. DRIVES YOU NUTS THEM EXPECTING FINANACIAL PERSONAL AND PYMT FOR ANY CALLS OR TEXTS MONTH AFTER MONTH. NOT PLAY BY RULES OF GOVT PROGRAM. WE BOTHER CALL CTR SO IT PROVES WE CAN REACH ANYONE? BS HUGE. CELLS TEXT AND CALLOUT, NOT UNLESS WE PAY MONTH TO MONTH AT SAME TIME CO ALREADY TOOK 12 TO 1500 FROM DUMB CALIFORNIA FOR A ROCK THAT ASW 611 CAN LISTEN /ESL& HANGUP

They liesd to me about upgrading my phone they want help me and this is not right for low income people

I received the first phone, and with 3 months. It was faulty. Got another, 2 months later faulty. Just called to add more data. Representitive picked up and wouldn't say anything for 2 and a half minutes... then after trying to speak with her and realizing there was possibly a translation issue, I asked to speak with someone else. She said it was just her and no one else... then, she farted on the speaker of the phone... I ignored this. I asked her about data and what was availible, and how much it would cost... she immediately asked for my credit card information, and was going to charge me for an unknown amount,. I asked for a manager. She said no several times, and insisted that giving her my card info. Was simple. She finally put me on hold for 3 minutes, and came back and insisted she needed my card info. I asked her what she was charging me for and for how much. She didn't say, she just insisted it was simple to give her my card info... I hung up.-- I'm supposed to be getting free service, with 2gb of data, my phone shows I havent even used a third of the data allotement but the data will not work.

I have been with assureance wireless for 3 years. Ive been a good client... my phone went down. So they sent another. In a week it went down. We sent them back. Leaving me with no phone at all... none... they said did not recieve the phones. Picked up by federal express. I am on heart mon. No way to call for help. At all. Because they did not get phone back. Now its been 3 weeks now. Well they finally found the phones. They said they will send new phones that will come soon. Well no phone came. I did ask for it to be sighed for,, still no phone yet as of monday they 29th... i been with them for long time. An they have treated me so badily. I cant begain to express,, how bad. Im 75 years old. An alone. Now no phone at all. Please seniors dont use this company. It is truely sad how they treat the seniors here in columbus ohio my number was *******112,, im lost on what to do. I only have email no phone i really hate them an sorr is not working anymore e hockett thanks a lot assurance from your long time client.

Ill address any concerns that you may have this week myself personally. You can call me@*******009_ Jeremey M. (Solutions Specialist)

I applied for this phone back in 2012 when I was diagnosed with terminal, Stage IV Cancer. They quit providing service while I was paralyzed in the hospital in 2016, saying I never used the phone. I had hemiparesis due to the craniotomies to my brain. How was I to use the phone?

I have been around and around with them, sent COUNTLESS applications with proof of my participation in all the government programs, and I even qualify as being way under the poverty level for a one person household, which by itself should be enough.

What I don't understand is why this company is the one recommended on the MyAccess Florida site which anyone with a disability will know is the website for the Florida Department Of Children And Families Access Florida program providing Medicaid and SNAP. I receive both.

I just wish there were another option provided for lifeline assistance. I certainly do need it and I'm sure a lot on here do. By the way, Assurance Wireless is a branch of Virgin Mobile. I have a mind to contact Richard Branson about this, I hear he is a very nice man.

3 years after LEAVING Assurance Wireless, they recently sent me a letter inviting me to come back. My immediate reaction to the letter was, "No Way" I certainly do not miss them or their unprofessionalism. I spent a few years at Assurance Wireless where my experience was HORRIBLE. During those few years I received poor treatment and terrible customer service; I had many technical issues; I wrote many complaints: stayed on hold for MULTIPLE hours at a time; had agents hang up the phone on me; I had agents promise to call me back but did not; I had to escalate just about every call; spoke to people who did not understand the English language; I sent them many emails, and even went without service for weeks and a month (at a time) as they continued to fail me as a customer. I wrote the CEO, the Federal Gov't, and many reviews warning others about this company. I do not understand why the government would pay for such inadequate and poor service. Simply put, "The Government uses our Tax Dollars for this service," and Assurance Wireless does not deliver. Eventually, I left Assurance Wireless and I did not look back. I would not wish this company on my worst enemy.

Started In February trying to get my ACP reinstated.
After LIE after LIE from ASW, ACP did it in July! ASW set it up without the advertised "Unlimited data". Completely untrustworthy and unreliable