Assurance Wireless

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.

The worst service I've ever had from ANY company I have ever dealt with in my 63 years. The federal government pays $#*!. To provide unlimited highspeed broadband internet access. Every weekday, from 11am or earlier until 5pm or later, "no connection" is the rule. Oh, I may get access for 5 or 10 seconds before it cuts off, accomplishing nothing. Of late, including late night, forget accessing internet. My partner has the same issue.
The company line, T-Mobile, that is, as it appears it operates $#*!., is a bunch of double talk on cell tower coverage and nonsensical statistics, etc., which the FCC, who I complained to, seems to find an acceptable condition for this pathetic excuse for the use of taxpayer money.
The company haf a conversion at the start of 2022, requiring phone replacement. I had to surrender the prior handset, 4G, receiving a dysfunctional 3G replacement. That's when the service went to hell.
My complaints fall on deaf ears. The T-Mobile agent who responded to my FCC complaint suggested I might find another provider, all of whom charge for a free service.
Yeah, $#*!. Wireless is a fraud on the American taxpayer, and the FCC appears to be in collusion with it. Guess the government official handling my complaint expects to be eligible for an industry job when they leave government "disservice."