Assurance WirelessReviews 792

First, it's misleading to have a 1800 number listed all over the internet that does not belong to this company or at least they never answer this line. I have tried continuously to have my phone replaced. The first call was so frustrating because of the communication barrier and I had to repeat myself numerous times. The call lasted almost 1 hour with me repeating every word. Then I explicitly stated I did not want the phone mailed to the address on file because I had another address to use for shipping purposes. I was told that this would be fine only to be told days later that the phone was not shipped because they needed proof of address. A shipping address is just that...an address for shipping purposes only. I even told the rep that I did not want my address changed and to only add a shipping address for this purpose only. When I thought I would be receiving my phone I found out it was never even shipped. Three weeks later, and still no phone...can't get anyone on the line and when they finally got on the call was dropped and you go through this lengthy process all over again. I will make sure I let every one I know not to use this service.

In October of last year I paid the additional $30 to upgrade to the T-Mobile phone. I have warranty on it. My phone fell out of my wallet three weeks ago. A scratch happened on my phone. I was given a confirmation number two weeks ago. I called for the status of my replacement phone this week I was told it's on its way give it a few days more. Then today a coustomer service rep put a restriction on my phone after I called to check the status on my phone and verified it was me.isopke to supervisor Raul he said I can reconnect in five mins lie I can't have access to calls at all says no connection he said he's sent my concerns to escalations. The restriction was not taken off I can't even call coustomer service. What kind of state phone service is this? Instead of helping the descieve and lie and make things worse.

I would like to say positive things about this company, BUT, at this time I am completely frustrated! I spoke with a nice person at the FCC, because even though I qualify for the unlimited data plan Assurance Wireless keeps taking me off.
The phone isn't bad, the people that I have talked to at Assurance Wireless say that I am on the unlimited data, and yet still keep shutting me off it! The company is a poor company to frustrate people like they do. I don't blame the employees, I blame the company. The employees only do what they are told to do.Please straighten out things there, and let's start getting some 5 star reviews!

I've been satisfied with the ease of starting my service and the general reliability of the TMO network that runs this service. However the customer service is consistently lousy. In fact it's more often than not unreliable & outright dishonest. They make a point of saying they'll unlock your phone automatically after one year. I'm halfway through my second year and they refuse to unlock my phone, despite asking for it repeatedly.

Signed up, was approved, received phone, didn't work as it was LOCKED and they could NOT unlock it. They sent me a SIM card in 2 days and of course that I KNEW would not work as it was the PHONE itself that was locked. Needless to say SIM card did not work! CS said they would immediately send me a new phone as I told them I am disabled and can NOT be without a phone as it is my lifeline! Well 3 weeks later and still NO PHONE...called CS and all she said was "it is in proces" could not tell me what that meant...no tracking # for new phone. Those reps that work for Assurance are in the Phillipines and they are programed to speak to you like they are ROBOTS! Can never get a straight answer and they repeat themselves over and over. I am 100% writing a letter to my Govenor regarding Assurance and how they treat myself and others, then, it's the BBB. What a shame they do this to us...no we are not paying for the cell phone or the service because most of us are DISABLED...I have worked my entire life however going thru the front winshield of my car changed my life, Assurance doesn't care! Not afraid of them, my name is Kristin Ahlberg from Florida and Assurance you really don't care.

I can be on a business call and the phone just stops working. Then it says no mobile network available. Also when I call assurance I'm told I don't have enough data. I'm on the unlimited talk, text, and data. I was told I would be receiving another phone, but I was told they don't have the phone in stock. This company is terrible.

In my 60 years I've never seen such a horrible lying company. I'm going to make it my mission to let everyone know they are the Antichrist of companies. Whoever makes The corporate decision there please tell your family you're horrible...All I can do is say pray for you.

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 was on the phone with her for over 1 HOUR! I still have not received that and that was over a month ago.
I called them again 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.

Disgusting company, keep you on hold for an hour, take your money and never deliever phone. All overseas operations. They lie on ever call, they are DISGUSTING.

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

Lying customer service will have a person wait for nothing wont even call back were is the supervisor?

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 worst customer Service I experienced. They always given me a wrong information. Lack of training including their supervisor. Im asking about the letter I received about a new cellphone phone. They given me days when it doesn't come on that day I called again and another days. Now I received a letter Im requesting to switch to ACP and I don't. Assurance wireless should move their company to different call center. While writing this review no answer and continues waiting and already 1 and 15 minutes waiting. I will write the company in IL about this.

I thought I was getting a free phone with free service. No. They will lie at all costs! They will not tell you that your existing cable, or current wifi will be affected. You will lose your ACP credit which is extremely important for low income families. You will spend HOURS on the phone going in circles. They will lie about your request to cancel service and even provide a fake cancelation number. Keep in mind I haven't even received the phone. But now my existing wifi through my cable company has now been affected. PLEASE DO NOT GO THROUGH ASSURANCE WIRELESS! And I keep getting letters about activating a phone I never received. Just so they can keep your money! They are not a respectful company.

Lost my phone, and I found it days after, had opened a claim to receive a new phone, they blocked my phone which I believed lost at the moment. When it was returned to me, I called to cancel the claim I must have been transferred to 20 different customer representatives, truly a frustrating experience with this company that does not have any idea of the service they should be providing, they obviously speak little English to understand their guidelines and explain them correctly. They are able to block a phone with the click of a button but in order to unlock it it in fact does NOT take one business day! They lie and transfer you from person to person because they lack the knowledge of their own company so to avoid you they will transfer or hang up on you! I spoke to Louis, Charlie, Kay, Alexis, Ramon, Lydia, Eric, the list can go on on all the inexperiences representatives for this stupid company. I am removing that insurance and getting my own insurance for my belongings, I should not have yo wait days and days to be able to use my own device that I am paying for. Let's see now how their reimbursement process goes for me to get my money back.

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!

THE GUY TOLD ME TO SHUT THE $#*! UP. I HAVE HAD TWO DEFECTIVE PHONES FROM THEM. LAST WEEK THE PERSON ON THE OTHER END SAID SHE HAD NEVER HEARD OF ANY COMPLAINTS. TODAY I WAS TOLD THEY HAVE HAD MANY. I CAN BARLEY UNDERSTAND WHAT THEY ARE SAYING. DONT SIGN UPO WITH THEM - I AM IN THE PROCESS OF SWITCHING.

Today is 04/05/23@ 11:27 am. I just had a Cust Serv Rep named Happy. Mere words cannot express my gratitude, respect, appreciation, overwhelmingly happiness for her professionalism, personability, kindness, expertise & most importantly... Her as an Overwhelmingly Incredible Human Being! If she doesn't get promoted to Supervisor or Management... Something is DEFINITELY WRONG w/your professional staff! She deserves an IMMEDIATE RAISE, Promotion, a copy of this to go into her file, a parking spot upfront & if not "Employee of the Year"...@ least "Employee of the Month"! I was in Cust Serv for over 30 years & I WAS THE BEST! SHES GOT ME BEAT! I want to be contacted by your professionalism staff for acknowledgement of review!
Sincerely & from My Heart!
Sharon L. Harwell

I had a really bad experience with assurance wireless. The service sucks and they completely trashed my newest phone with a security update and are refusing to replace it plus telling me that I have to pay to ship it back. If anybody needs a free cell phone go with safelink wireless.

For the past years they were good but the phones had malware on them so i had to adapt to that by put norton 360 on my phone. Than i had to uninstall some sodtware cause malware got into that as well but i was happy cause i had a free phone i could deal with it. Than comes december 2022 they said they had an error on my account they need me to call and beacause of this give me a free phone i called them and they said they fixed it and would give me a phone. Well the phone never came called again they were like what phone? Than a month later i get another letter saying the same thing so i called to get it fixed but this time i had to reapply for acp they said. I had to cancel my last acp and start all over so i did and reapply to assurance 10 days later i call and they were like what application what letter so i hung up o them and got a hold of comcast and got 30 dollar discount off my internet through them and a phone for 30 dollars so with the discount i am actually paying for my phone and it is part of acp and my phone is the coolest thing yet those stupid assurance wireless phones and viruses are no more for me