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