“To start with, I keep getting notifications that I have a voice message. But when I long press the #1 or dial *86 or even my phone number to get my message, I get customer service instead of my voice mail. I've tried and tried to get this corrected but your representatives were no help and couldn't solve my problem. Then I was told I could keep my old number and I went through the process of getting my account number and port number pin, then called assurance wireless to get my old number with my previous carrier applied to my account and after all of that, including waiting 24 to 48 hours for my number to be applied, it was not applied to my account. Plus it takes for ever to get in touch with a customer service reps. Most companies nowadays have a way to get in touch with a customer representative online, but the only way to get in touch with your representatives is with a call or through the mail. I'm very unpleased with my assurance wireless service.”
“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.”
“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.”
“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.”
“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 need a new phone.
They won't give me one!!!
I have done ALL troubleshooting, yet this phone is practically useless!!!
I need a new upgraded updated phone NOW!!!
Yet, I can't afford to buy one from their online phone store.
I am low income and I struggle just to survive daily.”
