“Everything! The first thing is they don't do a one only upgraded nor will they replace a phone that has a cracked screen even though there are technically defaults: Overheats, freezes kicks you out of apps or researching. But the number one thing is connecting to your family who has iPhones. I can message on google messaging and Messenger. However, I can not receive their messages or phone calls unless it's on Messenger. They say their carrier is T-mobile however while I was researching on why I found where T-Mobile does allow iMesaging where assurance doesn't. It has been a real problem between my family, care provider, and Drs and I.”
“I have no signal in Adair county ky and or Casey county ky. I literally have to walk around outside to find a signal and this is 2024. What the hell is technology doing these days? It’s very frustrating because I switched from SafeLink and I had much better service with them. I really don’t wanna have to switch back, it’s a headache dealing with either customer service, especially when you have to sit outside to be able to talk to them. Very frustrating!!”
“Shortly after getting my phone it went missing. I called right away. I was told to email a copy of police report to get a replacement, which I did. This was a month ago. I've followed up several times because I still haven't received it. Yesterday I was told something totally different, that I had to pay for the replacement. I have no phone and live alone. I have to go to someone's house to call them. Why wasn't I given this answer a month ago! No excuse for this level of incompetence. Furious!”
“WARNING:The biggest runaround EVER....several weeks and still no phone,2 DIFFERENT PEOPLE TOLD ME PHONE WILL BE EXPEDITED 3DAYS.HORROR STORY ..IF YOU ARE ASIAN YOU MAY BE ABLE TO UNDERSTAND THE REPRESENTATIVE..”
“this company is the worst company i have EVER dealt with - the first company i know that the confirmation number means "NOTHING" the phones are WORTHLESS! you can forget about customer service. Free or not- they are a complete HEADACHE!! i switched - they are a JOKE!!”
“They outsource to other countries. Philippines. Ran me in circles for over 4 hours before they ended up disconnecting. Shame on you AMERICA!!! It's an American program, employ AMERICAN workers dumba$$es!!!!”
“This company is not worth you wasting your time with. Because that is exactly what you will be doing trying to get service by them, totally waste your time. Mad me go through the national verifier and other hoops, told me I was approved and even sent an email that a phone was on the way. Many weeks later, after not getting a phone, I called to inquire the status. I called at 11 in the morning and was waiting on hold til 7 pm to finally get through just to hear that there is no record of me ever applying with them. So they wasted my time and are liars to boot. Stay away from this company!!!”
“They ought to be the worst company I have ever dealt in my life 80 years my age their staff completely ignorant rude obnoxious and they don't know how to fix anything you're having. They keep destroying your phone by asking you to reset that and reset that and the problem has nothing to do with the phone it is all in their system they're not activating it correctly. I spent 72 hours with them calling 40 times and nobody knows how to fix the problem and the light out for the manager on the 40th time and the guy came out after half an hour until I reached him and he told me the problem has nothing to do with your phone is to do with us and those are all stupid ignorant employees and I'm going to fix it and don't worry about it he took my SIM card number he put it in his system and he said restart your phone and then the phone started working and the signal came out. These people who they work they should not be trying to help you with things that don't know how the only damage the company and the damage the customers and it's unbelievable how incompetent people they hire and it's unbelievable. If there's below one star I would have put one star.”
“In May I thought my re-certification end date was May 8th (I am older and misread the date that was May 6th). Upon calling them on May 8th, I was told I could not re-certify past the end date and would have to re-apply. I have been with them for 14 years and nothing has changed with my situation, but I still had to re-apply. They have to mail the application because I have to submit documentation proving my situation and it took two weeks for me to get the application. My phone is now cut off and I have to pay 10 cents a minute to have access to the outside world; this has been since May 8th now. I sent the completed documentation and application back on May 27th. Still no phone service and still paying 10 cents a minute spending money I do not have (going without food and medicine). Moving on to June now, still no service. How horrible for this company to treat people this way. They say that in order to get the free phone, you must not have any other phones in your household; yet, they can just cut your service off leaving you without any way to call anyone, open up your emails (need phone to get codes), and no ability to make doctors appointments, etc. Being older and having health issues has left me vulnerable. On June 21, I was told that my application was received and had a pending status (they received it on June 16). Now I am told it would be 7 to 10 days to get my new phone that I do not even need. Today (July 2nd) still no phone so I again called and was told my application is still pending (nothing has changed in my life situation) which means another 7 to 10 days without service. I have no more money to pay 10 cents a minute and now must wait longer. This means going on two months. Horrible and inhumane to be treated this way. Oh, and I was told that I should call National Hotline to find out what is going on with my application. WHAT????”
“If I could give no stars I would. I had been with Assurance Wireless for quite some time. The phones they give you sucks, they gave me a wiko phone a company I have never even heard of needless to say the phone went bad, so I got a
Open Samsung phone which was compatible with the service, put the dim card in I could dial out but I couldn't get calls in. To make a long story short I called Assurance Wireless customer service spoke with a Rep. told her the problem and so I told her since my wiko was not working to just send me another phone, she said ok it will take from 5-7 bussiness days. Ok let's jump to today 6/16/24, instead of a phone I receive another application, I called Customer Service aga8n and spoke with a man name Meg, I asked him why do I have to fill out another application just for a replacement phone. He says to me you are smart! That kind of sarcasm gets you no where. I will not recommend Asdurance Wireless to my worst enemy. It is sad what poor
People have to deal with.”
“This place steals your money!!! DONT ADD ANY DATA THEY WILL STEAL FROM YOU!!! AND THEN THEY CANT EXPLAIN WHERE YOUR FUNDS WENT! ITS PRETTY BAD WHEN U ADD YOUR MONEY ON TO PURCHASE DATA AND THEY STEAL IT THEY NEVER ADDED IT ON! AND NO ONE KNOWS WHAT IS GOING ON! SAD REALLY U GUYS SUCKS AND YOU R THIEVES!!”
“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.”
