“They gave me a Wiko smart phone which wasn't great. But I guess you can't complain if it's free. The Wiko lasted a couple of years and then became difficult to charge. I called about a replacement and they told me I had to pay $9.99 and $19.99 shipping. It was just a little box. I gotten boxes ten times the size from Amazon that were shipped for under $6. They said I had no say in what kind of phone I'd get. I had to have a phone. So, I paid. Ten days later (Amazon shipments take five days) I got the phone. It was a Schok phone. It was terrible and it's been a nightmare to use. It makes that Wiko phone look like an iPhone 15. It's very slow. To the point where you just give up trying to use the internet. The sound is scratchy on phonecalls. Half the phonecalls I make have the sound on my end drop out. They can hear me. I can't hear them. Sometimes I can't hear even on full volume. I've complained to Assurance. But they said I'd have to pay for another phone. Customer service is terrible. It's outsourced to another country and I can't understand them half the time. Several times I was told one thing by one representative and something completely different by another. Terrible phone. Terrible phone company.”
“First time applying for a government phone. One month and half later, 2nd phone they sent me, 5 calls to customer service (1-1 1/2 hour phone calls long) and still no service. Finally customer service said they did not know how to fix it, so they were transferring my call to a supervisor, waited and waited, no one there and they hung up the phone. What kind of company is that? Going to switch my lifeline to another company. Got a letter and email saying i had short time left to use my phone or i was going to lose my service 😂😂😂😂🤣🤣🤣🤣🤣 what service, i have never had service. Totally dissatisfied with them.”
“I was approved 04/14/2024. Phone never arrived after 3 weeks. Several calls later i was told I had to file a police report for missing phone. When I stated I didn't believe I should have to be inconvenienced for a junky govt phone, you closed my account without telling me and I lost my ACP certification. No wonder you have a little better than a 1 star rating!!! Pitiful company!!!”
“This company is horrible and has the worst customer service possible. i noticed on my bank statement they kept billing me which i did not consent to. i made a one time purchase for some extra minutes. i have been billed several times since then and not minutes or service provided. i went to site and saw no extra minutes were add each time they billed. I called thing it be an easy fix and no worries. It was pure hell. first agent was so rude and kept repeating that the money is for service i use and i keep saying i didn't not give you permission. The supervise made it clear they were not going to help and no minutes or money would be reimbursed to me. This experience was such a hassle. There is absolutely no reason to be as rude and disgusting as they were”
“Was kicked off my Lifeline plan for non-usage, except the phone is used on a daily basis. They just want to put you in a desperate situation so you "Top Up" and pay their ridiculous 10cent/min/text rate. I've spoken with them, and you can barely understand them since english is a second language and has no business conducting customer service in English. This is not a reputable company to deal with and I'll be taking my Lifeline to another provider.”
“I decided to take a chance despite the consistent negative reviews. Sadly to say the negatives are accurate. I was told yesterday that I would be receiving a Moto G Play free smartphone with my lifeline service, and what I received was a foreign model that's listed on their website. Right there I was lied to. The CSRs should be able to see what phone someone is getting. I also was told that it would arrive next week when I already was in my mailbox. I don't know what the person I spoke to was looking at or if they plain out lie but that is a serious red flag. Ok so I didn't get the phone I thought not a whole big deal, however I can not get the back cover off of the phone to insert the SIM card. I tried a butter knife won't budge like it's welded together. I'm sorry but I've heard of poor quality, but their phones really are that bad. They offered me a replacement I declined. I asked for a mailer to ship it back and they said to keep it. That's how cheaply made these phones are. What company tells you that you can keep a smartphone? Don't waste your time . I already applied for service with another lifeline provider that will allow me to use a phone I already have. I'm not dealing with this company.”
“I'm giving one star because no stars is not an option. Assurance customer service workers give the impression that they either do not understand, or simply don't listen to, a single word you say to them. They just keep repeating an unrelated phrase or two that they're obviously are reading off a screen, seemingly in a trance. If you lose a few dollars and suffer great inconvenience as a result of having no phone service for a while, live with it, because there is not one person in Assurance Wireless that can fix anything. And don't expect your questions to be answered. If the answer you're seeking is not part of their pre-fab script, they can't answer it.”
“Assurance wireless has been a nightmare to deal with. I'm a social worker in Texas and regularly assist my clients with obtaining phone service through the lifeline program. My most recent interaction with Assurance Wireless was awful, if I could give them zero stars I would. I tried to obtain phone service for a client from February 20th 2024 to May 1st 2024. The first application was never followed up on. We completed a new application in March and were told he was approved and a phone would be sent to the client by March 23rd. The phone never arrived. I contacted them again and for whatever reason the representative completed an entirely new application for my client. Then they required us to go through the entire verification process again. We did everything they asked, and never got an approval on the application. I contacted them again to find out what was going on and they informed us that a paper application needed to be completed and turned into the national verifier. I contacted National Verifier and was told by their representative that everything was okay on their side and the problem was through Assurance. I contacted Assurance again and told them that National Verifier said everything was approved. They continued to tell me that we needed to fill out a new application through the National Verifier. At that point we stopped dealing with them and went to a different provider.”
“Theirs is the absolutely the WORST service ever. During peak times, don't waste your time trying to get connected to the internet. Can't wait to get rid of them, and am doing in June 2024! DONT waste your money! They run by T-Mobile and they SUCK just as bad!!!!!!”
“NOTHING but problems! Every time I purchase a new phone, the phone needs to be replaced. All customer service has to be done via phone calls the web site isn't helpful. They are a headache to deal with.”
“I am forced to use this company as an insurance carrier for my phone devices.
This is the absolute worst customer service ever 😒. I would describe the professionalism as condescending at best, rude at times. Thsy are not knowledgeable/ trained completely. They last representative I spoke with transferred me back into Que instead of finding the answers he did not know.
I HATE Assurance.”
“Horrible clueless customer service reps!!! They sent me a replacement phone which was broken. They told me to send that phone back and I will get another one sent to me. 2 weeks later I call and now they say I have to pay $80. Furious is an understatement! Don't waste your time!!!”
“Customer service is patronizing and condescending. They are incompetent. They talk in circles and can never resolve the phone issues. TMobile t who is involved with assurance lie to the FCC.
The DOJ ADA (department of justice, American disabilities act) should sue assurance for emotionally and mentally abusing people with disabilities. They give phones that never work right. With the ACP program you are suppose to get internet and they deny the customer this service. I believe they have committed fraud with the government acp program.”
