“Not only are you on the phone for a long time but there's morons working there!!! How many times do I need to repeat myself? Why can't agents find my account and then all of a sudden after being hung up on and calling back they find it?!!! Why pass me to a supervisor to only be hung up on and not able to speak with them??!! This happened to me twice. Disgustingly horrible customer service!!!!”
“Overseas Customer Service fir Assurance Wireless. The worst and rudest people ever. First they start giving you indecent compliments then phoney names and if you ask too many questions they si.ply hang up on you!!! I have beeb waiting foe my replacement phone since August. I was promised twice that the phone is on the way. I am disabled woman living alone. At times I cannot breathe and need to call a doctor, ambulance or anyone e for help. And this company's answer is to lie and if that doesnwork they hang up on you. From. The call taker to the Supervisors, they are incompetent and an insult to hard working people who are elidgable for this device and service. How dare you treat people like that!!!!! I will goto Safelinks or any other company
You are not the only US government phone service. Do not bother using this living manipulative service. This is a waste of valuable time.!!! Three months and still No Working Phone!!!! And they are rude and full of empty promises. They say anythjust to charge your insurance. Scam artist.”
“Called to get a new phone because my other one got broken, I called to see about keeping my old number, The first rep I talked to said ok and went through some questions and then said it would take 30m. 4 hours later I called back due to the number not being transferred. Talked to one agent who said I had to call my old provider.....T-Mobile... I told them that AW was my provider and who ever they had service with was new to me. They said that they could not xfer my number till I talked to them. I then asked for a manager who said the same thing. Then they sent me to a retention specialist who lets just say could not keep water in a pool. She was the most nasty and rude person I have ever had run into. She questioned my intelligence by saying "If you were smart and wanted your old number call T-Mobile." I asked her how the hell she was in her position in which she replied I do good at my job I have been doing it for 14 years.. Then she said why are you complaining it is a free phone you should be appreciative for it. I lost my cool after that and cussed her out. I have never in my life been treated like that over something so simple that they could have easily fixed.”
“Don't know what happened to ensure wireless. They used to be so good. Been trying for last 2 weeks to give him information that I need 3 new my California lifeline. They have not been successfully in doing it yet. Try for an hour today. Got disconnected, spoke with grace. It's very important that I get this information in. Do you do a fact I have a son with medical needs? And I don't want to lose my service because they call me all the time to keep our medical going needs.”
“Yeah, so am I. I'm tired of this service being on/off. Told I'm applying with another company. I already proved I didn't do that months ago. So you know what you can keep your service I'm not doing this with Assurance anymore. You also need to have English speaking customer service. This language barrier is extremely annoying.I live in America not some foreign country.”
“This company is a scam, the customer service reps lie to you about the actual services and prices being added to your account was over charged for horrible service they are liars”
“There is a significant drain on my data allowance without me even using any apps or the internet. In the first place, I did all the necessary steps to prevent this from happening before I even reported this issue to ASSURANCE WIRELESS. I set my Data Saver "on' and uninstalled all the built-in data consuming features like interactive gaming and music streaming apps. I never set-up my email nor Social Media and even blocked data for specific apps like weather and news.
The above issue had been reported to AW so many times. Customer Representatives did their trouble-shooting methodologies and didn't work.
Why is my phone using so much data when I am not even using it? I only use my phone for 'VOICE' that is calling and receiving calls but mostly calling because most of the time my device is turn-off. I NEED AN ANSWER, ASSURANCE WIRELESS!”
“Assurance Wireless don't care about customers. Recently my phone service was disconnected, and as I was told - that happened due to funding problem, so I can't have unlimited plan but can have basic one. Why you disconnected me causing so many problems to me? we're old, sick people and heavily depend on that phone. Just notify and transfer me to basic plan. Also, I called and applied by phone to basic plan and was told to wait up to 24 hrs to turn on service. In 1 hr I called and asked can I pay $10 to have paid service before they turn on my basic plan and they did it, but I lost my basic plan. They changed my account to pay-plan. It happened because representative with not good English served me and her supervisor couldn't help me, just told that representative is new and that is why made mistake. Spent 2 hours on the 3 calls on 10/1/2024, lost basic and got unneeded pay to go plan. Web site wasn't working, was told it they will fix it in 3 days. Will apply to different provider, by-by Assurance, never more”
“I had assurance wireless since 2015 but the customer service has gotten worse the pandemic and up to now. I did a recertification application back in July 2024 so I just assumed I was enrolled in Lifeline program. I got a random text on September 26, 2024 that I am no longer enrolled in Lifeline program. This is the day Hurricane Helene hit Florida. I was trying to go to an emergency shelter but I now I have restricted service from that day up to now. I contacted the government website program for Lifeline. I recently did another application as of October 3, 2024 which was pending but I spoke to customer service who verified I was already enrolled.”
“Absolute garbage customer service. Ridiculously long hold times to address issues if they even answer at all!
Will not honor warranty even after showing proof of the many attempts to collect or rectify the issue.”
“Zero stars, but you have to click on at least one to write a review. I bought an Assurance Wireless phone from their website. I already had an account with them. The phone I got when I signed up was free, and was told a free replacement is not covered under the warranty of the phone. I specifically went to their website to purchase one so I would be sure the phone I got would be compatible with Assurance Wireless. The name of the site where you purchase the phone is Quality One, but it is under Assurance Wireless. After purchasing the phone, I got an email confirming my order, and it was an email directly from Assurance Wireless. I had the phone for a week. The battery on the phone was depleting completely within 2 hours, even when I wasn't using it. I tried charging it twice to 100 percent. It got worse after 2 more days. I called Assurance Wireless. The rep I spoke to told me a free replacement would be sent and an email would be sent to confirm this. I would get the phone within 3-5 days. No problem. Never got the email after a week and no phone arrived. I called Assurance Wireless again and was told I needed to call Quality One, as they have nothing to o do with this company. No matter what I said about my previous call with a rep there, I was told, "We do not send replacements as this doesn't concern us, it has to do with Quality One." There is no phone nu,ber on their site, and despite also being told I can go to chat directly with a rep of this company, no chat existed. My only option is to send them a request to speak with someone through...what appears to be...customer service. I got no response from them and called Assurance Wireless again. This time, I was asked why I didn't call them. When I stated that there is no phone number on the site, low and behold...suddenly...out for no where...she says she has the number. I was told to call them and if I get nowhere with them, call back and a free replacement will be sent to me. I called 3 times. All 3 times, you are told that they are busy and to wait til someone can get to you. You wait 15 minutes, and at exactly 15 minutes, an automated voice says "leave a message after the beep with your phone number and someone will call you back." And then, there is no beep. The phone hangs up. It is set up to do this exact response, as all times, it happened after waiting 15 minutes. When I was finally able to get someone from customer service to return my response, I was told "We do not offer a refund after having the phone 7 days." I explained what happened in detail with Assurance Wireless and was told "You have to contact them, not us. Your warranty specifically states no returns after 7 days, and to contact Asssurance Wireless. I called...yet again...and stated that I had no luck with Quality One, and that the last rep specially told me that if couldn't resolve the issue with them, a free replacement would be sent to me. This rep stated, "We absolutely cannot send you a free phone, and can only contact Quality One to resolve this."”
“Reading all the reviews and the one star rating made me feel that I am not alone and that I am also an innocent victim of the Lifeline Program Company called ASSURANCE WIRELESS.
Can we all join together and report this company for undependable service, irresponsible customer care agents plus incompetent supervisors, untrue and inconsistent information?”
