“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.”
“Never got my replacement phone, even after I reapply. I also bought 4GB after the monthly expire; after I purchased it again. They claimed that I already used up 4GB in one day. Asked for a refund, they refused, spoke to their manager; of course their an outside source. She only gave me 1GB. I spent over $22. I would not be continuing to use this service ever.”
“This is the worst company I have ever dealt with in my 50 years of dealing with companies and customer service people. I called for my 98 yrs old mother to find out why her cell phone was as disconnected. I was told that they disconnected her service because she signed up with another carrier. I told them she never switched carriers. They said someone must have gotten her information and switch her to a different carrier. I asked what service they hooked up with and I was told they couldn’t answer that question. They offered to send her a new application to sign back up for the free government cell phone. That meant she had to get a new phone number and transfer all her contacts by herself manually. A few months later the same thing happened and they told me the same story as before. I told them that she is 98 yrs old and must have a working phone. They told me to put money on the phone so she would be able to use it until I was able to get her a new phone and a new carrier. I told my mother to use the phone only in an emergency. Two days later I tried to call her and the phone was again disconnected. When I called back assurance (every call takes forever for someone to answer) Customer service said after 24 hrs the phone gets disconnected. They said the money is in her account because she didn’t make any calls. I asked for a supervisor and was on hold for 45 minutes. When she answered
(I was hoping she spoke better English than the other representative, no luck with that) she told me exactly the same thing as that the customer service women had given me. I asked her why I wasn’t informed that they will only keep the phone on for 24 hours when you put money on it she had no answer. I took it upon myself to get my mother the jitterbug smart 4 telephone. You deal with the company called Lively, they are phenomenal. It’s the best thing I did for my mother. This company is a rip off. They all lie and they don’t give you necessary information and none of them speak good English. I wouldn’t even rate them one star. Don’t even consider Assurance for a phone. It is horrible just horrible.”
“On a good day after 10 or more attempts I might be able to use the internet for 5 minutes before losing the connection This makes it impossible to fill out forms or a anything else. I have to go to the library if anything important. They also messaged me 20+ times in one day that I had used up my Hotspot data. I never signed up for Hotspot. When I called Assurance they could see never I used a Hotspot. But when I filed an informal complaint T mobile said in a letter that I had signed up for lifeline and the hotspot. I just want to be able to use the internet to fill out paperwork.”
“OMG it is sooooo wild to deal with the Filipinos... Of course, in the Philippines.
I have never been treated so hidiously--so politely--- IN MY WHOLE LIFE.... It's Really creepy,
and sends ya right over the edge.
I am not a violent person..never have been, but I wanted to reach through that phone and choke them!!
At least with us Americans you know where you stand _ right off the bat!!! There's no creepy underlying rudeness, and hatred happening without you knowing it.
DARLINS.... THEY HATE OUR GUTS!
All I asked, was for them to turn off my service. I called 4 times to be cancelled but
THEY ABSOLUTELY REFUSED!
EVEN THOUGH MY PHONE Doesn't WORK ANYMORE...THEY KEPT MY SERVICE ON ANYWAY !!!
This way they could keep charging lifeline
(MY COUNTRY) even though I'm not using it !!
NOW THAT PISSES ME OFF, AND I HAVE REPORTED THEM TO THE FCC AND TO LIFELINE.
Finally I am rid of these nasty little creatures, and I am done. 🤮 Yucky 🤢”
“This so called federal program sells the number to traffickers. The number given me gets harrasing, threatening, asking for confidential info, about kids etc.”
“In trying to help a friend replace her dead Assurance Wireless phone, I called their phone shop store 3 times. After long waits the recording would say to leave my name and number, they would call back. Never called back. I tried several times t9 buy a phone from their store online but could never get the form to complete. Subsequently got a message from my credit card that it was a "suspicious transaction" and was denied. No indication from Assurance that the card denied it.
Called their Customer Service number, explained the difficulty I was having, she said she would send a replacement phone and it would take 8 to 10 business days. After two weeks, no phone, I call Customer Service again. She "looks into it" (long wait online), comes back to say that "the back office denied it" but they never notified me of that!
This would be a zero stars review except that after I bought a phone on Amazon it was very easy to get it activated by Assurance.”
“I had no problems until... they dropped me on a Saturday morning, when i called to get my plan re-enstated I was told it was no problem and they would have me up and running by the next business day. apparently that means two weeks.”
“They are Horrible. Assurance Wireless is disgustingly Gross. Customer service. Extremely out of line. I was in Mayor's office borrowing a phone line to make the call for support. My phone was defective, refurbished? Oil stain on the box as well as the phone. The Lady who helped support me to make the call to Assurance Wireless for customer support was extremely disgusted as well as everyone else that overheard our call. This man sounded mentally ill, drunk spewing from his mou5h. Trust me. Do not go with this company, they do not care. They are low level scum. This is a disgusting fraudulant company do not look to this organization for Lifeline support. They're horrible. Then the customer service man rep. said it's the US government's Fault!!!! Laughing Hystericaly! It's United States government fault! Not our fault! He put us on hold for a half hour. Then picked back up saying he cancelled the service but never did. He was the most repulsive, Disgusting, disturbing man ever. FIRE, TERMINATE HIM IMMEDIATELY. He will only kill your company”
“They are Horrible. Assurance Wireless is disgustingly Gross. Customer service. Extremely out of line. I was in Mayor's office borrowing a phone line to make the call for support. My phone was defective, refurbished? Oil stain on the box as well as the phone. The Lady who helped support me to make the call to Assurance Wireless for customer support was extremely disgusted as well as everyone else that overheard our call. This man sounded mentally ill, drunk spewing from his mou5h. Trust me. Do not go with this company, they do not care. They are low level scum. This is a disgusting fraudulant company do not look to this organization for Lifeline support. They're horrible. Then the customer service man rep. said it's the US government's Fault!!!! Laughing Hystericaly! It's United States government fault! Not our fault! He put us on hold for a half hour. Then picked back up saying he cancelled the service but never did. He was the most repulsive, Disgusting, disturbing man ever. FIRE, TERMINATE HIM IMMEDIATELY. He will only kill your company”
“Halloween day. 2024 representative was EXTREMELY PLEASANT AND WENT OUT OF HIS WAY TO BE ACCOMODATING. THE TIME WAS 1:30. I didn’t quite catch his name so very sorry. I believe I disconnected the call by accident. I SINCERELY HOPE YOU WILL TAKE OUT TIME TO FIND THIS GENTLEMAN. FROM THE PHILLIPINES HE DESERVES A DEFENITE PROMOTION. SINCERELY. STACY ASH”
