This was my first experience with Assurance Wireless. I came to read the reviews of this company and I totally agree with the reviews about how bad the customer service is! I had spent 3 days of my life being angry because the Phone Company Representative acted like he couldnt answer my problem or understand it, and all he did was kept giving me the same "factoid" like a pre-programmed computer spitting out a fact; he absolutely refused to be helpful to my problem. My problem was that my Medicaid gave me a free phone, then I had to transfer up to a different Medicaid 2 years ago, then I lost my phone 2 months ago, and when I asked my Medicaid where do I go to get a REPLACEMENT PHONE?, they told me to go to ASSURANCE. So I thought I had no choice in phone companies and I had to go to Assurance to get a replacement. Then the Assurance representative proclaimed that "Assurance does not give replacement phones". I informed him that my Medicaid said "much differently on their website" and that through my Medicaid, "Assurance owed me a replacement phone". I had also received a replacement phone through my previous Medicaid several years ago in the past, so I know wtf I am talking about! But this customer service representative, very confusingly, never informed me why my Medicaid told me I could get a replacement phone from Assurance, and kept reciting 'Company Policy' and "go to our website to create an account/sign up/"start over", and refused to be helpful to my problem. All he kept telling me was that the answer to my problem was to "go to the website and create an account," But I didnt WANT to create an account with Assurance because there was no PLAN INFORMATION (which all (100%) of phone websites have), so I felt that the Assurance website might be illegitimate. But, confusingly, the process of "creating an account" and the process of "seeing if you are eligible" were the same thing- which is a manipulative/confusing tactic because I NEVER SAID I WANTED THE PHONE. So after I reluctantly spent 1 hour going through 25 government "sign your initials here and here and here" pages, answering "Are you eligible for a free phone/Medicaid?", only to be then (confusingly) given a Downloaded PDF of "75 phone services to choose from", and then more confusingly, not being asked which of those I chose- and despite the fact that all I was trying to do was gain SOME information about the phone plan-- confusingly, after going through the papers, I was still was unable to find any phone plan information (no general information, nor any detail information, nor any information at all, nor any phone information/specs). SO I decided to NOT go with Assurance! I found their website to be too confusing and SO I decided to instead use a different company. I very easily found a much better looking phone company just within a 20 second Google search! I was so relieved "to be done with" Assurance. Then later, I had been sent an email saying "I was eligible", but didnt open it since I no longer wanted to sign up with this company. BUT days later, despite me not signing up for the phone, They sent me a letter in the mail along with a phone. Now I am very angry because I never signed up/asked for them to send me a phone! All I had done was see if I was Eligible to get one! So in order to help me to decide whether I should send it back or keep it, I read the reviews— only to, within 10 seconds, find out that all of my suspicions were correct about this company. God, help me if Assurance says they wont take back the phone (like another reviewer has said) and they say "I am stuck with it", then I will be so, so angry.:'^ ###