Assurance WirelessReviews 792

After two weeks of incorrect, bad or just plain false statements by many, many customer care reps, ACP agents and supervisors, I am giving up...

If any actual reps from this company READ these reviews, GO LISTEN to the more than 23 phone conversations, all recorded that I went through and all the BS I was told all along the way.

No one takes notes or keeps a record of what previously was gone over so if the phone call drops or the survey boots you into outer space, you have to start all over again.

10 ACP agents, 6 supervisors, 20 agents, excuses, stalling, completely false statements, ending in absolutely no help!

And don't even get me started on the stupid survey attached to the "hold" button that disconnects the call each and every time you are placed on hold.

Not one ounce of truth or help throughout two weeks of constant communication only to end up stalled out again.

I would rather rip all my hair out then ever call this company again.

So very wrong to do to a four year customer. Shame on you for promising me things that were completely FALSE..

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

The worst customer experience I have ever had. I have been trying to get a phone through Assurance Wireless for my disabled brother for over a month now and have gotten nothing but the run around from Assurance. On my last call with an Assurance supervisor i was informed that the reason my application keeps getting denied is that someone else has used our address to get a phone thorugh Assurance. They actually told me this after a month tring to blame it on Lifeline. I contacted Lifeline / National Verifyer and they say that there is no problem and I am approved. LIfeline also verified that they see no other lifeline service associated to my address which verifies that this is an Assurance problem. Assurance agent even told me to just use another address (friend or family member) to get the free phone and service. They asked me to commit fraud instead of identifying the person using our address and cutting off thier phone. UNBELIEVABLE! BEWARE

Assurance gives you unlimited data and text and talk but... It uses both your lifeline and ACP benefits.

They send a free phone that has an open lawsuit for inducing seizures. If you hold the phone in landscape mode (sideways) the glare it produces will cause an epileptic to seize with much less flashes per second.

I am an epileptic and called them about this the day I got the phone. They lied to me once a month for three months saying a phone would be shipped. Three months later the new phone has the same exact screen. But wait it gets better!

Schok Volt SV55
UMX U696CL

Both phones came with free MALWARE (Trojans and bloat ware) imbedded in the root files and connected to the ram so it only triggers when you use Google chrome. If you Google malware phones assurance wireless. There are many more listed

When I googled phones compatible with assurance wireless and paid $130 for one online because they were "out of stock" (they have been out of stock for 7 months) the phone even though it was the exact same make and model they sell. They refused to add it to their accepted IMIE list.

The upside is they use the same towers as T-Mobile. So if you have assurance wireless and you get decent service. You can port the number over to MetroPCS and use the exact same towers plus get a phone that works and you can see the screen.

It's a few dollars for porting the number over and a few for the sim card. Fortunately if you have an active number and port it over you get unlimited everything free and it only uses your lifeline.

ACP can now be used on your home internet and saves $30 a month. About the same cost of porting the number and buying the sim card.

The camera on both phones are a nightmare and for a clean photo it takes many many tries.

In summation: even though T-Mobile just bought assurance wireless. Assurance wireless is a scam distributing malware and garbage phones and robbing you and the government.

I am heading to MetroPCS now. Good luck and God bless.

ALL of these idiots work for the government so can't get fired. They lied to me, claimed they were sending an iPhone. They discriminate EVERYONE not just the disabled. I am suicidal over ASSURANCE WIRELESS. GIVE me my freakin phone number back you THEIVES! You stole my Drivers license, and applied for another carrier in MY name you dip $ you SUCK - this includes T mobile - they lied, claimed the sim could go in any phone. YOU ALL SUCK and hope you rot in hell

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.

I was with assurance wireless before they started giving out Android phones. During that time the service and phones were great. Now, since they give out Android phones, their phones suck. My calls drop right in the middle of a call. My first phone and second phone from them were bad. It works for the Internet.

Customer service isn't the best just because it's hard to understand what they are saying. I think at the same time they don't understand what the caller wants.

My original experience with Assurance started slow as I had to drop my original pay as you go service with another company due to recent disabilities prohibiting me from working. I had no working phone to bring with me and had to wait more than a month for my free phone to arrive as understandably they were backlogged on devices. I did receive a very nice late model T-Mobile phone but unfortunately someone tried to plug a mini USB into the C type charging port and broke it 6 months after I received it. Assurance was fast and helpful in the replacement but the new phone is mediocre at best compared to the original one. But beggars can't be choosers. I'm just grateful for assurance wireless service in my time of need...

This company is horrible. No English speaking persons. Requested "Floof" from me, to send me a replacement phone. Sucks! I hate this company. Go with QLINK, or anyone but this company! THE ABSOLUTE WORST. Took my money, no refund, and no phone. Didn't return my money and cancelled my service.

This company and its employees do not know anything regarding the process you can call 5x in a row and get a different answer every time. It has taken me 2 weeks and counting to get a phone replaced. Each agent had different information including the Supervisors. If I could give them a negative rating it would still be to high

Broke my phone.

Called assurance to either buy or get replacent.

Greeted by woman who was very excited to be offering me a "free new device" with better storage. All I needed to do was recertify. I did.

Called next day. It was now 39.99. Talked to manager... horrible English. Was indeed 39.99. Just needed a phone. So agreed. Key pad on their end didn't work...(turns out he forgot to tell me to push # after entering).

Called next day. Ordered phone... disconnected after entering my touch pad cc number. They called back - disconnected me again.

Called today. My account has "been cancelled?"

I already certified. And you are refusing service? I will fight to get it off the lifeline list.

I'm a nice guy... so patient... they gave absolutely zero intelligence and respect... can barely understand. Since they are out of country...

Lawsuit incoming soon... hope I guys are shut down... for the filthy cash grab... and zero service... eff off

It Sucks. Camera Does Not Work. I Have To Press Screen 10+ Times To Log Into Phone. Ringtone Set Will Not Stay There.

Basically every review I've read is the issues I'm dealing with now, the lies the attempted thievery, not keeping there word I have an active account I didn't know about but I have a phone I paid for from them with a different number with someone else name I didn't know about., so I have a phone I've been using not in my name and an account in my name that I wasn't aware of until I tried to port a phone number over. All I get is I'm sorry. Spent almost 7 ours in way day trying to get everything corrected nothing, next day more hours just to be hung up on after telling them I'm not buying another phone just to get things straight, they cut you off while speaking then they start speaking fast to the point of not understanding because the English isn't that great needless to say nothing is resolved so I'm sitting here with a phone I paid for with a number that's not in my name and they don't care unless I spend more money.

They make themselves look really good online. I requested and was approved for service June 27th of this year. Told I would get a phone in 10 days. 2 weeks went by I started making phone calls to the company. They promised it would be escalated to the back office and somebody would contact me. No one ever did finally I found out I could file an online complaint about them with the FCC which I did. The FCC served them with notice of the complaint around July 26th. Finally August 9th I received a letter telling me I was getting my phone in 10 days. I got my phone today with a cancer warning label on the box who does that. I'm off the wall brand I've never even heard of apparently made for boost Mobile cost about $30, and I started to charge it 5 minutes in the plug got extremely hot. I repackaged everything called them cancel the service that I actually never got in June never even gave me a phone number, and told them I would be mailing this garbage back to them. After seven phone calls promises for a return phone call I never received any acknowledgment from this company whatsoever again until the FCC got involved. They still never contacted me directly they just sent me a letter almost 2 months later telling me yay your phone's on the way. My opinion the customer service and this company are garbage I will be going elsewhere

This is a bad company when it comes to problems with your phone no respect for their customer they give you fake names so you can't get no response and still have problems with your phone they don't care at all

I've been a customer of Assurance Wireless since Approx. 2017. Had problems in the beginning because they couldn't find my address in their system, so they refused to send a phone. Contacted the Attorney General and Assurance became happy to comply after that. Service has been on and off, but their policy seems to have changed now. I have a phone which began developing issues. It's less than a year old. Being on disability, they've always sent FREE replacements in the past when I've had issues. It seems, not anymore. Today I called because I was told several days ago, I would be receiving a free replacement for my problem phone. It's not happening. No one called to tell me. I called them because I was expecting a new phone by today at the latest. They told me that since it was over 90 days old, they would not replace it and I would have to PURCHASE a phone from them. I am deeply disappointed in Assurance Wireless. I guess their policy has also changed on the survey at the end of the call too, because they disconnect their end so the survey is inaccessible. Perhaps their change in policy is why. I will be staying with them for now because I must, but as soon as I am able to find another option, I will. Caveat emptor on this one.

I was given a very poor working android phone that began to fail after an android update. I was given an android phone that works well. I informed Assurance wireless of the problem and that I needed to just move the sim over to a better phone & they denied my request to make my sim available to move to a better phone, They then stated that my phone was out of warranty and that I needed to pay them $65 for a new phone. I then explained to them that I didn't need to pay them to send me a new version of the same phone that they gave me. They then hung up on me after I attempted to discuss this matter with someone in their management. DO NOT use this company! Considering that they are giving you free service, what good is that service if the phone doesn't work and they want you to pay for another phone that will fail, especially considering that the customers are individuals who are using their services as a result of being limited on disposable income needed to have a paid plan. If there is any other option, do the research on the company, and if they are slightly better, use them. Do not waste your time or taxpayers money with this company.

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.

Phone hasn't worked right since day one company government will not do a f****** thing about these damn phones they ripped the government off big time because they will not give you a phone that works

They sent me a Schok Volt to replace a non working UMX phone. Immediately got mobile network not available. They replaced that Schok Volt phone with another one that had the same issues. On August 5,2022 was told I'd receive another replacement phone on August 11th or 12th. Called for tracking number, they had not even sent phone and between 3 different agents, all had different information that was not acceptable. I've been with ASSURANCE 12yrs and since they've changed providers, suddenly everything is trash. Customer Service isn't compassionate anymore. They will tell you to hold on, then they'll hang up on you. So now I'm waiting for replacement phone I guess whenever they feel like it. Assurance Wireless, I definitely miss the good ole days with the old company. This one doesn't care at all