“This has to be the worst phone company on the planet. I have spent countless hours and countless phone calls trying to resolve issues. The customer support service is extremely polite yet extremely incompetent at solving issues. They will politely assure you that the issue has been resolved however it never is. For some reason I needed to call EVERYDAY to have my phone service activated because it would get disconnected for no reason whatsoever. This is only one of MANY issues I’ve had before I accepted that they couldn’t fix their problems. I finally succumbed to the fact that I had to get another phone and service and inform all of my contacts that my number is changed.”
“Phone sent via UPS which cannot even deliver to a secured mailbox which basically means this "free phone" is really free for anyone to just grab where ever the driver in his goofy little outfit desires to leave it if anywhere. On 2 day delivery I have been waiting a week. I have been home and never even got a call on my buzzer and there are always numerous "sorry we missed you notes" on the entrance door to a 125 unit apt. bld that people during the day are leaving and coming from constantly.
Fully expecting the phone to be sent back to the sender. Only a completely moronic and asinine company would use ANY service that does not use a business that can make a secure delivery. All this does is give people a headache for no reason. Assurance does not have any common sense or concern for their customers to use such an absolutely sh^t service like UPS.”
“This has to be the WORST phone company to ever exist. They say that $10 can last you up to 1 year, but that’s a lie. I put $30 on my account just for it all to be gone in a day. I will never in life recommend this phone company to anyone!! Highly disappointed!”
“I received a phone and no one from this company can turn the phone on for service. I have called Assurance Wireless three times, and I still don't have a working phone. Keep getting the message of "Calls cannot be placed because there is no calling account which support calls of this type". I need a phone to talk on please, if someone can assist me on this matter.”
“Assirance Wireless phone company plays games! I had sooooo many problems with their phones! There were times after I got an Assurance Wireless questionable brand phone, the phone quit working right after very short time having it. I called Assurance Wireless and got a new phone sent to me. Then that phone quit working, so had to get another phone sent to me after super short time having it. This went on over and over again. Then when Assurance Wireless teamed up with T-mobile phone, Assurance Wirelss stopped sending me a new phone but told me that I had to buy a phone from them or some other place. I paid over hundred dollars for a new phone, which I had a hard time trying to put the sim card inside it. Sim card literally fell off from white outer square! The sim card did not fit the phone sim card holder. I contacted Assurance Wirelss. They told me they'll send me another sim card and will arrive in two to three days. Never got it. I contacted them multiple times about this. A rep told me it will arrive on Friday by UPS, which again never came. Rep would not give me the tracking number either. There was even a time when a female rep told me on the phone that if at the end of that phone call, if I would leave a five star review feedback on the phone then they would send me a brand new T-mobile phone by mail. I thought that didn't sound right but did it, since I was sick of weird brand crappy phones they kept sending me. I never got the T-mobile phone. I called and asked a rep about it, was told they don't do stuff like that. When Assurance Wireless teamed up with T-mobile, they first sent me a T-mobile phone but that broke. They never sent me another T-mobile phone after that. I was reluctant to buy phone from Assurance Wireless, because their phones kept quit working on me sooooo freaquently. Now I paid over hundred dollars for a brand name phone and can't use it because the sim card broke. I haven't had a phone to use from Assurance since October or beginning of November. This isn't the first time they said they'll send me a sim card and they never sent it to me. Imagine not having a phone to use or be able to check voice mail month after month. Assurance Wireless gives you run-around. And the customer service reps are evil! Rep would be talking to me in foreign accent, while I'm hearing multiple reps in the background mocking our conversation, throwing shade at me. This is not a very professional company. God, I wish I was rich so that I wouldn't have to put up with such a "I'm about to pull all my hair out" moments with these kinds of companies for low quality crap-ola phones!”
“This is the second bad review I am giving. The first was about being lied to about receiving a Moto G Play phone, and receiving a defective Koobee. I went with Qlink after, and in Oct received a text stating that I had to transfer my service. Alright I wasn't happy, but decided to give Assurance another chance. I spoke to a foreign rep, was placed on hold for an extended amount of time, and was told that my service was now being transferred from Qlink. I asked if i could use my own phone instead of getting a new phone, and the rep told me that a SIM card would arrive in 7 days. It is now Dec, my service was transferred to Stand Up Wireless, whom I never heard of, and not an email or SIM. These reps literally lie. I don't know how they keep their jobs.”
“If there was a ZERO rating I would pick it! Horrible horrible HORRIBLE! I used to have assurance but switched to Q-link because Assurance sucked so bad! No I am trying to switch back due to the Q-link difficulties. I called them at the end of October and got an application number and promise of paperwork within 7 days. It's December. I got nothing. Called again, super nice lady but no English COMPREHENSION. Promised that everything was okie-dokie and phone on way two weeks ago. I've received nothing. Called again, guy told me to fill out application. ARE YOU FREAKING SERIOUS??? Assurance needs a few native English speakers to help them out. Worst experience EVER. So frustrating. Must be a better lifeline out there.”
“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.”
