Assurance Wireless Overview
Assurance Wireless has a 2-star rating, derived from feedback provided by 2100 customers. In the Telecommunications category, it secures the 21th position out of 1158 companies.
Rating
Contact Information
Website
www.assurancewireless.com
Phone
(888) 898-4888
P.O. Box 5040, Charleston, Illinois, 61920-9907, United States
Assurance Wireless Reviews
Ethel
My phone got stolen last night
I was at hospital with my son last night and it slipped out my pocket and I went back to find it and it was gone and not returned at desk eaither
Cecilia
Employee of Cecilia Lewis
Am agent of mine Eric Garder, has his logins for Assu Wireless and Solix but states he has not rec his paycheck for his production that started on 7/18 and also 7/24. He will receive his first paycheck the coming Friday 8/4 or will he receive it on 8/11?
Mark
Customer LACK of Service
Every time I attempt to contact Assurance, I have go go through hurdles to get a customer service rep on the phone. There is NO direct way. You have do answer questions after question and the automated questions never recognize my keyed response. I have to repeat time and time again. Usually they will disconnect and this requires yet another call. If I should actually get a customer support person, they are usually from a 3rd world country and barely speak broken English at best. Most of the time they do not understand the problem, even a simple issue, and fumble around to explain how they plan to fix it. Although it never works. Most of the time I hang up angry and frustrated with NO resolution. I have also tried to use the automated system. I find that NONE of my answers to the questions that I selected are correct and it will not allow me in, Although I do know my Mothers maiden name, my first pet and favorite city, It seems that I am wrong on all accounts. It is strange to me, because I told them the correct answers but the system says I am wrong. This sucks big time and leaves me wanting to throw the phone against the wall. I get so tired of dealing with idiots that do not care.
Maysen
Lacking data service, useless customer support
I seldom use the mobile data on my Assurance Wireless (AW) phone, but when I need to, it's never available. According to AW coverage map, there should be both 4G LTE and 5G coverage in my area. The reason for the poor data service is that AW doesn't respect net neutrality. Lifeline customers are serviced last as far as the network performace is concerned. Here's what their own documentation states: "data for customers on many T-Mobile and Sprint branded plans is prioritized before the data of Assurance Wireless". Their customer service is absolutely useless, even for the most basic request. I called to opt out of their marketing communications, which pester me daily with invites to "upgrade" my service, and the youngster who took my call asked "what do you mean by opt out?", and "What do you mean by marketing communications?". It was like talking to a toddler; obviously these people are not trained, and don't even understand English properly. There is no option to unsubscribe from the emails I receive from AW, despite what their privacy terms claim. After half an hour of useless gabbing from the inept Assurance Wireless customer service, I am still not sure I was opted out. A word of caution: Lifeline customers beware of the "upgrade" Assurance Wireless is pushing so hard! If you sign up for the "upgrade", you lose the Internet service from another provider, such as Comcast or AT&T, and you're stuck with the *** data service that AW provides.
Madonna
Trying to get my phone connected.
I have had my replacement phone (took around a month to get it) for about 2 weeks now, but having a lot of trouble trying to get it connected. Many times I call only to hear we cant take your call right now. Try back later! The day I nearly got it connected the rep asked me to see if I could find the charger for my old phone. (Because she said she wouldnt be able to send a charger separately.) I was trying to find it (no luck) As I came back to phone the rep had started hanging up and there was a recording like have a nice day!The person who was helping me had already got the IMEI number and was in the process of transferring all the info to this new phone so I didnt know if all was finished or not. Now I have found out the phone doesnt have a SIM card so it is still not connected. I am about to give up completely on this phone. My timing seems to be off regarding the hours which I need to call Assurance Wireless! PLEASE HELP ME as I need to have my phone. Madonna C Byers (cherfox7@***.com)
Guadalupe
Every phone I have received would give me a problem. Now my 3rd phone is giving me problems. These phones are Re- furbished phones. Why can't we get GOOD WORKING PHONES? What if I have an Emergency?
Either the caller couldn't hear me or I would get dropped calls. Or some keys wouldn't work properly. Now When I'm on a conversation, the phone turns silent. I press the power button and the caller comes back on or the call gets dropped. These phones are NO GOOD!! WE SENIORS DESERVE GOOD QUALITY PHONES FOR EMERGENCIES!!
Melissa
I just want the refund I was promised after being lied to by not one but two employees!!
Original review Jul 19, 2023
When I first became a customer, I received a phone from you guys that was defective. When I try to take a picture the camera causes pictures to look like it's shattered glass& I will include a "picture" so you can see yourself. I also have to shout into the phone for anyone to hear me!! which is no fun!!. So when I called the first time to report issues, I was told that I could choose a new phone!!!All I have to do is get on this website and I get choose a phone for $20, for the shipping, which is a lot to me right now. I'm very low income which is why I'm on lifeline service in the first place. I didn't see a phone on the website the woman gave me to get on so I called back and spoke to a gentleman who read off a list of phones to choose from. I chose the Moto g play. I was actually sort of excited about it.. he then told me that I would be receiving the moto within 7 to 10 business days. I then paid the $20 shipping & handling over the phone with this gentleman. I receive a phone in the mail 7 to 10 business days later and it's some random junk phone that's worse than the phone I have right now!! Not even close to a moto g play. So I call immediately and I speak to customer service. I speak to a supervisor who says not to worry, for this one she will see to it that I get a full refund for my shipping .(that I could not afford to pay in the first place and would not have paid had I not been lied to and told by two employees I can choose a phone) I would be getting a full refund all I had to do was return the phone that they sent me and wait 7 to 10 more business days for my refund after they receive it. I have called back there since 4 or 5 days after I sent it back, which I want to say was the middle of June somewhere to the 1st of July! it's been plenty of time for you guys to have received the phone and now you guys are telling me that you either you haven't received the phone yet, you cannot or will not give me a refund because it was For shipping, and it's not related to you guys ? Well it is when you guys lied to me to get me to pay the shipping!!! And it is related to you when I was promised a refund when I called about the phone that I was lied to about !! I've been told you guys haven't received the phone also which by now 3 weeks later you guys have definitely received the phone it's Federal Express come on they don't take that long!! I don't think it's right to lie to your customers.. oh and also you know your customers are upset so you lie to them and tell them someone will call them right back numerous times now I've called and I've gotten the same thing out of several different people that's pretty ridiculous is it a training class that you put people through?? To just tell customers whatever they want to hear and get off the phone with them?? Tell people whatever you got to tell them to get off the phone I mean I don't understand how the government is subsidizing you guys as a company you guys are totally unprofessional and your behaviors uncalled for and you guys do owe me a refund and I will not stop until I get one because I'm out of phone and I'm out 20 bucks for a phone so I feel I'm not a refund and Im owed a huge apology as well bc never once has anyone tried to give me my refund that I was promised in the first place!! I rightfully deserve it, I sent back the phone like I was told if I do I would get a refund. Now im without a new phone and I'm without $20 how is that even right at all??!
Kristin
Being a Kind Human
I was confused as to what carrier my phone was through and my boyfriend's as well. I called Assurance Wireless and connected with a representative named Natalie. She really helped me out - I guess Assurance Wireless is NOT the service I am using but she gave me a phone # that could help me find mine. She was so kind and patient and relieved me of my anxiety and confusion. People like her are the reason I have HOPE for this world. I accidentally hung up before I could take the survey and could rave about this employee of yours. *Natalie- if you somehow get to see this- Thank you for being a Light in the dark. I won't forget it.
Diana
Broken phone from day#1
Updated by user Jul 11, 2023
Wants me to leave my phone number to the broken phone.no way o contact me.email will have to work
Original review Jul 11, 2023
1st. phone may have been free but 1. Cant call for a replacement as I have no working phone. And it Shuts down and wont turn back on for anything from 30 hours to a week. 2. Out dated software with no memory at all. 3. Battery lasts about 2 hours from full charge. 4. Didn't know applying for this phone would kick me off my discounted metro plan that was affordable now I have no phone at all
Tracy
Phone 916-905-**** pi 050871
I have been trying for a month to receive a phone that works from assurance wireless. I've gotten three phones three SIM cards none of them will connect to the network all three of them are locked by T-Mobile. When I try to make call I get TMobile customer service. T-Mobile T-Mobile transfers me to you and nobody seems to understand what needs tobe done. that when I try to explain it they go through the whole script ask me the same questions I've been as wasted hours on the phone so I need someone to look up that phone number and figure out how to get the phone unlocked from T-Mobile cuz the Assurance Wireless Sim will not work in a T-Mobile phone no one has checked if my APN settings are for the correct Tower or set correctly in order to work. I've been told by other carriers that that's what the problem is nobody at Assurance has been able to tell me what the problem is . They keep sending phones and sims which is not the siloution. To tell me that I'm not the only one having issues is irrelevant. KI can't get another phone because I got service through you so either cancel it so I can go through and get a different service without waiting 30 days for ACP or lifeline eligibility or please fix it. I cannot handle another phone call unless it's one to say the problem is resolved email would be better because I've been borrowing phones I don't even have another phone this is my only phone number so if you can email me at the above address then I can find a way to get back to you but I need a direct phone number to get through to whoever the customer service rep is. You can try the below ph # but it is wifi only. Please advise asap. I need a phone. I paid for the original upgraded pH I received from your vendor. This has not been free phone for me.
shannon
I didn't get the device I wanted.
This company offers certain phones. But then gives you no chance to choose which phone you want, they just send whatever it is they'd like to send. So I wanted a Moto G play. And I got a bottom of the line phone. So I called the company to let them know that I wanted a new phone. Haven't heard anything from them yet. Hopefully my phone is on the way or soon to be. Thank you
Just
Ass.wireless sent me a phone that the warranty had already expired on the phone and was no longer any good. Smh
They sent me a phone that was no good and I called about 3-4 mos after I activated it to get another phone. The agent told me I would have to purchase a new phone! According to law if you have the phone less than a yr u get a new one. I bought one I THOUGH TODAY but they used the damn money for a frigging too up! Disappointed isnt the word. Infuriated is more like it! The suck all the way around dont use them! IDC if they ARE free!
Andrew
Resolved: Refused package with new phone/SIM after ACP Approved
Updated by user Jul 18, 2023
Company resolved the issue.
Original review Jun 16, 2023
Customer Service, I had hard time trying to reach office phone number, all were computer recording. I am deaf, called through interpreter I decided to refuse package I got from office after I realized that I overlooked with new phone after clicked Yes, here is message I wrote to Customer FCC file complaint against Assurance Wireless Customer service in Messenger after someone suggested to contact through Chat. They took care of it with ticket number, they will investigate on youtube chat with two of them. (Begin forward msg) Hi, I called Lifeline support office, explained guy about Assurance Wireless everything Let me explain I was making mistake wanted to call Assurance Wireless Chat through Messenger Last Friday, I called their office, and told me they could not help me with that, there was no way for them to cancel it I would refused it, but they told me I must use it with sim/phone, did not allow me to use my own mobile phone with their free Unlimited Data SIM, they said once its approved, they would contact me with instruction what to do, and they told me I could tell them cancel it after approved. I waited until June 11, Sunday morning I got email from them that I got approved and they would send out new mobile phone with sim. I had to Assurance Sunday night, I connected to Assurance Wireless General Chat I explained woman in chat, then she told me I could refused letting me switch other, but something was not right with her, sounded not clearly answering. Here is first Video of our chat: https://youtube.com/shorts/{{Redacted}} I decided to hold till Monday, I would try with Assurance Wireless Customer Service Customer Service I thought it would work out with different person in Chat until I got connected with them, then I explained them I clicked check with free new mobile phone by mistake not thinking clearly. Then it was immediately processed in Internet, there was no way to stop but they said I could not refused package from them I did not want Assurance Wireless. They would CHARGE small money ($100), I realized I was stuck with them, and they said wait 4 to 5 months, then I could switch to other wireless carrier, ugh! Then kept asking me for bank name, I knew something not right what they asked me?? Let you watch second video what they wrote in Chat. Found out that they were scammer! Please watch video and use it as evidence against Assurance Wireless Company for fraud, manipulate against me and customers who use them. https://youtube.com/shorts/{{Redacted}} Now, Tom at Lifeline support did excellent explaining me how to do. He said Assurance Wireless is WRONG to keep me stuck for 4-5 months, and they are wrong to charge me $100 cancellation fee, and again they did try to make me send $350 to Africa through MoneyGram. I did ask them why did they ask me to send money, they kept avoiding direct and honest answer, while saying it would make my new phone arrive quick within 3 days??? It turned me off completely. Back to Tom, he said I CAN switch to other Wireless with Application ID next month, July 1st, there is NO WAY for me to be stuck with Assurance Wireless. I do not know what to do with Assurance Wireless package with new phone and sim they shipped out. I would call office, but the way they did to me, losing my trust with them, will not call their office. Should I refuse this package after receiving from USPS or UPS or FEDEX??? I ask you my request to cut Assurance Wireless off from your list, because the way they did to me, I knew they are doing to people without your knowledge, they steal and manipulate them. Let me know soon, Thank you very much for your time reading my words. Sincerely, Andrew... (End of forward msg) I dropped unopened package with Refused at USPS, and they took care of it sending it back to Sender. I no longer trust Assurance Wireless. I found one reliable and honest wireless in California, I will apply on July 1st. That is all I let you know whole wish you should add email address in your assurance wireless website I could find and contact you instead of phone (impossible to reach Live Agent). Sincerely, Andrew
Skyler
Resolved: Was disconnected from service just 2 days after receiving phone and paying $55
Updated by user Jun 11, 2023
Jumped through many hoops finally got to live rep.
Original review Jun 11, 2023
Was disconnected from service only 2 days after paying $55. Customer service phone number is of no help. The line disconnects me no matter what prompts I follow.
Michael
Resolved: Keep getting hung up on my machine
Updated by user Jun 10, 2023
Company fixed the issue and I have been provided with product or service ordered. Assurance Wireless was quick to resolve the issue. They're sending me out new phone immediately I appreciate how fast they reacted and how well I was treated.
Original review Jun 10, 2023
After updating my assurance Wireless phone it will not come off of a black screen. I need help from customer service or technical support from insurance wireless but what I put in my phone number I get thank you for calling goodbye as a response instead of ever talking to a real person. I need to call them
Hugh
The gross mishandling of my AW account
Dispute having my qualifications verified, being certified, and on numerous occasions of what should not even be necessary, providing that information to Assurance Wireless customer Service personal as well as their supervisors concerning my enrollment in the Affordable Connectivity Program and requesting that they reinstate that service to my account, for what has now become months of bowing me off, assuring prompt action that never transpires , providing me with useless, false, information, and just strait up lying, my account still does not reflect the service created through the FCC and is allocated through providers such as Assurance Wireless to qualifying customers such as myself. I actually had one supervisor instruct me to deposit and maintain a $10.00 on my account and that the ACP program would then automatically be applied to my account. For weeks and weeks of I have just been having to do without believing that I had no recourse because the FCC had recently recused themselves from overseeing and enforcing broadband issues however I have just discovered that the ACP is an FCC agency program and in that specific situation they are the entity who is the overseer of that programs proper handling and allocation and as such provides a complaint service for customers to which they assure a rapid response and swift resolution. In my complaint, I provided dialog exchange from every conversation in great detail as well as my personal conviction that the individuals that I had, to this point, conferred with should be immediately terminated and escorted from their posts. After very little research, it has become obvious that my situation is far from isolated. Assurance Wireless has made it clear that they have no regard whatsoever ever for lifeline and/or ACP benefit customers.