“You suspended my phone.Everytime I call different answers/promises. 2 50 min phone conferences w Drs. Canceled. What federal agency in US are you working with? I want to contact them.”
“So far,36 hrs to port my T-Mobile number to assurance wireless phone,and going in circles with folks who can't communicate in English.
T mobile owns assurance wireless,but they can't communicate with each other.
So also sent to a t mobile store,cost me $ 20.00, in gas,and endless hrs of waiting for idiots,to answer phone,to not understand the person,and person doesn't understand you.
So nothing gets done.
That's assurance wireless,costumer service,better off talking to a wall.
Asked for supervisor,and hung up on.They want to for e their bad English on you.”
“While the service may be better, I wouldn't know been waiting over 2 extra weeks for a sim card, I am very unhappy with the phone I received. Especially since I picked and paid for a phone, I was sent a cheap one that I do not want. Have contacted customer service on the matter at least 10 times and never have gotten a response. I have had zero help with the issue. Never did receive an email or notification of any kind throughout the whole process.”
“I was with assurance wireless over ten years same number and and great service and now that's history last two times I had issues was the phones locked up and couldn't get them working they would not replace the phone I had to switch to another lifeline service it's just been awful I am a senior on fixed income and just had same thing happen again there response was can't replace phone was back with the company almost two years and I had to buy a phone they said my sims card would work in well it didn't and now I have no phone service or phone I have lost numerous numbers that I can't receive out of old phone missed appointments everything it's such terrible thing to go thru at my age I never wrote a complaint but I am now it's so simple they could have replaced my phone and I would not have had all these problems then they tell me I can buy a phone from them for such amount of money if I could afford that I wouldn't need lifeline services it's really upsetting especially because I really told everyone for years what a great company and now have this happen it's sicking just stressful these days we all have so many things to stress over and then have to worry about phone service it's hard I cannot afford a cellphone and it's not like I had the most expensive one ethier they could have simply fixed the problem with replacing the phone I hope others don't experience this”
“Everything is terrible about this company, broken sim cards sent then a new phone and new sim card sent but the service was disconnected because she couldn't use her phone for a month due to these issues and now they say they were going to send her a new phone and add free minutes to the phone she has since it was their fault it was disconnected and still minutes weren't so much negligence on Assurance Wireless. The only way to contact them is by phone, good way to coverup the conversation. If I could put a 0 I would. The current rating is a 1 and that is not even what is deserved.”
“I'm one of the satisfied ones ...I find if I'm polite and patient with customer service they go out of their way to reciprocate. Service is same as Metro by TMobile as far as data priority, and I can't complain about that!”
“ASSURANCE WIRELESS
ASSURANCE WIRELESS, the opposite of what the name signifies! It is supposed to deliver a promise of good service to people in need, a positive declaration intended to give the community CONFIDENCE and better way of COMMUNICATION with family, friends, neighbors, doctors and the whole world. That was not what I had & have been encountering and experiencing with this company.
I've been using this company's wireless service for more than a month now. Honestly speaking, I already had undergone multiple issues that I had reported and never get resolved. Data usages are being generated without using internet or play with any app since most of the apps were uninstalled and my device is actually only being used for voice. What is causing this device to consume more than 2000 megabytes in less than 24 hours without using the internet? Website account log history showed multiple outgoing calls to a certain number that I never called when in fact my device never shows those calls in my recent call history. These issues mentioned above had been reported many, many times. Every time I make a call on this, the customer care representative could not find any record/documentation about this matter & would end-up being transferred to the supervisor for further assistance. What was more frustrating was that whenever the call gets transferred to the said boss, the third party doesn't take the call, have me waiting for about 30 minutes or so and then the call gets routed to the 'survey' line. This incident didn't only happen once but twice, thrice & so on.
The free device/cellphone provided is absolutely faulty, refurbished and can't hold up battery long enough for the day even when the phone is hardly used---- with a camera which is supposed to be an AI camera that doesn't serve the purpose but instead creating blurry images. Phone replacements have been promised twice by 2 different supervisors but never happened.”
“I have NEVER heard of a company that takes minutes from you while connected to wifi. I have been connected to wifi since I received the phone in July and would check to make sure I was losing minutes. I had an auto accident in early August and have to make calls to doctors, lawyers etc.. So I'm on the phone with my lawyer and she is telling me something important then click! I called AW and told them their service is very misleading. Of course their solution is to fork over some money for more time. Just because the world has turned greedy and money hungry doesn't mean you have to AW. SHAME ON YOU!”
“They don't even deserve a half of a star they are lies they will tell you they will send you out a phone and you never receive it. Then they will make up excuses why you can't get the phone they are a low budget mess I don't recommend period and the phones they give ain't good to wipe the ground with garbage.”
“These people sell you phone's and iPads Only l to last for 6 mouths only, free wifi free this and that,
Gotta reapply every six months or they cut you off. So annoying and waste of time.”
“This company is garbage. It is fully supported by our government both republicans and democrats. They shut off my girlfriends phone at midnight with no warning. The reps clearly do not understand USA and have trouble with out culture/nation or basic understanding. It is really strange. I never heard anyone have such difficulty explaining simple phone concepts.”
“I never been so upset at a cell phone service as this one.. I never should of switched from my old cell phone service to this one.. The add says unlimited everything and I only had this service for 4 days and they told me that the government has changed everything it's not free know more .. And I was at a McDonald's when I switched over and that is why they kept telling me that I had to use another phone to set up with them so I did and I never got 1 thousand minutes at all and I can't check my emails or anything unless I go somewhere that has free Wifi 🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡”
“Rating 0. Called to get the back of my iphone 15 fixed told me they cannot fix the back & would have to get a whole new phone for 250$, so I asked to cancel my plan & the lady told me since they don’t want me to cancel they would wave the 250 $ fee. I asked multiple times If she was sure she could do it, I was told more than once everything would be in the notes & It would not show up on my AT&T bill . After I got the phone I was billed for it. I called Assurance & they told me they would put in claim for me. A month with by never heard anything , I called & Assuance said it would be another month, called again in a month & the lady said it had been closed a month ago & they could not give me a refund & that they are not allowed to wave the 250$ fee for the phone & that the agent wasn’t allow to do that, but she told me that on a recorded line & the supervisor said they don’t have the recording & could not do anything bout the agent telling me I wasn’t get charger & would not be giving me a refund, even though I work In sale & that is ever Illegal to tell someone something is free then charge them for it later !!!!”
“The dept they have as third party vendor is deplorable. Quality 1 never answers the phone. The company never tells you how long the wait will be? You can wait through the music that doesn't sound like music for a long period of time. Then when your waiting patiently and seem to optimistically get through. The automation comes on doesn't want you to wait and decided you waited long enough. You leave a message but no reciprocation after a few days lol OMG. What type of company are they running. Then when you do finally talk if your wish comes true their not at all pleasant and become rude?”
“keep changing my plan without my consent....very very bad...cost me lots of money to stay with connections....have heart condition and the phone cut out as i was talking to doctor....very very scary”
“This is supposed to be a free service for needy people who qualify for the Lifeline program.
They instead use their service to try to extract as much money from their customers as possible.
They disable the "Wi-Fi Calling" feature of your phone so that your 1000 minutes get spent before your month is over. Then they force you to buy minutes for a minimum of $10/mo for unlimited minutes.
THEY ARE BASICALLY SCAMMERS!!!
I switched to Access Wireless because you can use the "Wi-Fi Calling" feature, which saves countless minutes per month. I expect not to have to pay at all for this free service, which is how it's supposed to work!”
“Not one person could complete a simple activation. It should have taken less than 10 minutes! It's been 3 days and I still do not have service. I spoke to at least 10 different people. The supervisor would not pick up the phone. He had to take the call but picked up the phone and put the phone down and would not speak into the receiver. The second to last person I spoke to used my credentials to put in an application I did not approve.”
“It is a horrible company that provide customers with a $10 overseas china made phone that continues to malfunction. I called assurance because I was having problems again with the phone that they gave me and I was immediately told that they cannot replace the phone and that I would have to buy my own phone or use a old phone that I already have in my house and that they'll transfer my same number and service over to it, so my son went out and bought me a new samsung phone and I called assurance wireless to have my assurance wireless service transferred over to it and the representative he repeatedly asked me who bought the phone and where was it bought from and how much did my son pay for it after being interrogated about my on personal phone he then told me that the phone that my son bought isn't compatible with their service not once was I told by the chinese overseas barely English spoken representative the first time that I called that it had to be a phone compatible to their service she said buy one our find a old one in my house and they would transfer the service to it, and also they should have representatives that speak can clear English but this company is so cheap that they hire chinese overseas representative to run and handle their business for them based on cheap labor.”
“My cousin's phone died, she's disabled and on the California Lifeline, we called Assurance wireless and ended up with several different reps who told us lie after lie. Rep 1: told us my cousin would get a replacement phone by Wednesday of this coming week. She asked for her email address and we assumed a confirmation would be sent ASAP because we told the rep that's the phone she does her doctors calls and zooms. Something about that what that rep said didn't sound right. Rep 2: We called again and spoke to Rep 2 and he said he wasn't going to lie, but nothing was on my cousin's account about receiving a replacement phone, and did she have a backup. I had to ramble for her and found a Tru Connect phone that was unlocked. He said take the Sim Card out of that phone and replace it with the one from the phone that died. I did that for her. He said turn if off and he would connect to Assurance Wireless network. He put us on hold and came back a few minutes later and said it was on the network. He then said give him some time to transfer everything over to that phone. We stayed on hold over an hour, he never came back and the call hung-up. Then we called again and got Rep 3: she said don't worry, I won't hang-up I will stay on the phone until we get this fixed. Once again, nothing she did got the phone on the network, including swapping the Sim Cards back. Then she put us on hold and then we were transferred to Metro, and they said my cousin's account was with them and not Assurance Wireless which is a lie. Every correspondence she has including about her lifeline phone and putting the minutes and data on her phone every month comes from Assurance Wireless. Metro transferred us back to Assurance and, surprise, customer it was closed. So hours of frustration and lies were for nothing. This merry-go-round has to start again tomorrow. My cousin is sick and she doesn't need this type of frustration. I hope someone will help her get a replacement phone that she desperately needs.
Date of experience: August 18, 2024”
