“My experience of itself was not “bad”, just complicated. I had a QLink lifeline account. When QLink was no longer participating in this government program, its customers or [some] were supposedly transferred to Assurance wireless. Not so. I had phoned service then the next day none. I called Assurance to inquire about having an account transferred to them from QLink in my name. This is day one. The representative I first spoke with lied and confirmed that I had an account. [ask about the account number, she didn’t have one] When I asked her to troubleshoot why I no longer had service, she went through the process of going to settings as if the problem was with my cell phone. She could have simply told the truth that I did not have an account transfer, rather than the pretense, and admitted that she was gathering information to start an application while I was on the line with her, and that I would have to go through the application process, which she’d said would take approximately 20-days to a month for recertification approval. The process she pretended to walk me through didn’t work, she told me to wait and retry. Of course the call had ended before I could know it wouldn’t work. The next day I called Assurance again, got a very friendly Rep and just said I wanted to transfer my cellphone service. Another request for information and application was started, supposedly. Don’t know why they do not just admit they are doing a screening process to see if you qualify rather than letting you assume you are completing an application. Which, at the end of your interview, they tell you that you will receive an application in the mail to complete and return. Of course, the timeline for getting your service varies. Through all this, customers are not told anything about products and services, ie, free smartphones, minutes, etc.,that they can expect to receive after they are approved. This whole process is very time consuming. You have to know the “right” questions to ask in order to actually get information you’re really interested in. Representatives should be cautious about establishing common ground
by not becoming too familiar with customers, especially the elderly. Businesses is business, common courtesy is enough.”
“I refer to friend 45 days of service I never received my Amazon gift card that was promised to me I waited 2 months several phone calls I wonder how many other people that they screwed out of their Amazon gift card it's illegal I want my card or I will call the better Business bureau and I will call the FCC”
“Before having a phone through this program I was paying 20% of my monthly Social Security check to have the same service. Thank you American taxpayers for you helping an old man. Just to let you know some of your taxes actually helps someone.”
“They have horrible customer service reps who don’t understand or speak great English. She messed up my phone service saying my lifeline expired and it didn’t when I contacted lifeline!”
“Assurance Wireless has horrible service and even worse customer service agents that plays games. The website is not clear on add-ons and when yo call them their response is you should have called us, and not have done the transaction online. This is unfortunate for those who can only use this service. Fortunately, for me I will be going back to my cellular company. If you are considering using Assurance Wireless, I urge you to consider and chose any service if you are financially able to.”
“I truly wish I could give this service a big fat zero. Because of my disability I had to rely on this service. Well I don't get important messages until 3 days later, I get voicemail but the phone never rang. So much for having it for a emergency or life line. It's a useless joke”
“I just got a message from Assurance, starting in January 2025, they will be going to pay as you go. I have chatted with them many times. No help. They cut my phone service off sometimes and only have text. I have a serious medical issue. Yes, the pay per minute is crazy. Every customer service rep tells you something different. There are so many issues with Assurance, I feel they will never get resolved. So I am going to rethink on a cell phone service.”
“My experience with the company hasnt really as bad as most of the reviews. The free Kobee phone is small, making the key pad difficult to use and it takes lousy pics. But the connectivity has been ok. Sometimes the Philipina customer service reps are difficult to understand, but theyve all been friendly enough. I tried 3 times to change my e911 addy after I moved, but 3 times they screwed it up so I just had the last person change it back.”
“Assurance wireless is sorry bastards I have had trouble with there shitten service for about 2 and a half years now they cut my phone off about 4 months ago before the storm hit us when I needed it the most and have jerked me around about a application to get me a nother phone and turn my service back on then they said I had to see thru the FCC give me a number to say I am still eligible for the program and I still haven't gotten a phone or service it has been a nother 4 or 4 and a half weeks they are a joke”
“Use to be great, now worst customer service I ever encountered, was with them for years, for last 2 months after recertification cut phone off forced in there 10 cents a minute rackett. 4 times been approved, still they can't give service, they say you must be verified sent documents, again and again, if you like dealing with people who don't know what their doing, learn the hard way getting different phone company.”
“It's only good if you barely use it, need a phone. If you're a heavy user, even the extended plans are bad, and the service goes in and out in my area. Customer service is only available til 9pm, EST. If you add money, it's just sitting there until you cam reach an agent to apply for additional data.”
“My mom was Assurance Wireless client for 5-6 years. The service was not bad, but also not best one. As for free phone it was good, no complains. But recently the phone stopped working and I called to their CustSvc. I was waiting for a half an hour and then was told that plan has changed from unlimited to some limited plan(because NYState can't afford unlimited plan) and that is why they disconnected the phone. They asked several question and told - the phone will start working in 24-48hrs. I asked - can I temporary pay and get the service right away because my mom was waiting important calls, and yes - they connected it after I paid $10 in 3 minutes. But in 2-3 days free service wasn't restored and I called to CustSvc again, and was told that the phone plan was transferred from free to pay per minute plan. I tried to talk to manager- she told that representative is new and did mistake and only way to get the phone is to re-apply. I applied to different company. I believe the main reason of the problem - is their staff, their English isn't good, they have asian hard accent and, I believe that the root of misunderstanding. Will never return back.”
“If I could give them.zero stars I would I was told that I was approved by Lifeline for a phone I filled out application did everything I was required to do but everything I call to ask when they will ship phone they say they can't ship it to my area or I am approved but I need to call Lifeline back send more documents fill out another application they play games big time anyway this company is not a reliable company to deal with”
“This free phone service has been the
absolute worst decision ever . I've missed more calls and messages from potential jobs and family than I did back when the phones were attached to the wall.
Each call I make to assurance wireless is a complete waste of time they do not care they do not have any answers and they are waiting on their break... The company and service is worthless...and for a free service it's cost me dearly. The saying is very true you get what you pay for. Thanks
"Issa". You managed to fix nothing! Excellent work”
“The phone isn't too responsive for a low end TCL Android lite phone, that being said, it was new and other than the reminders to use the thing it has been reliable and good so no complaints, thank you Assurance Wireless!”
“These people are incompetent. How can you work in a facility and not know what phones you send out? Or sell? The first guy is incompetent and should be fired . When you have poor communication skills , this is not the job to work in. Then got transferred to another incompetent lady that sends out info when it’s not even accurate. From what I’m noticing this company is useless when having incompetent people working there. If you cannot communicate, then maybe go back to school and educate yourself more so you learn how to communicate with clients. It’s 2024, you should know better to hire people who have poor communication skills.”
