“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”
“I have been trying for 3 months to get a phone and I have yet to get one give me the runarounds and I'm tired of BS with a shinch wireless sincerely sick to my stomach but she is wireless,......,”
“This company really does not care about customers , I just hung up with them, they called me brother , then asked me where am I , then called me brother again after I said stop doing it . when I asked about the rep name he gave me a name of famous figure. He must have been drunk. So , Here we go again , good bye AW.”
“My daughter had Assurance Wireless service for several years. Originally, you could only use the free phone they provided. The phones were trash! She had three and they all failed in less than a year. When the last one stopped charging after 3 months, I wasn't able to replace it quickly because I was having medical problems. As a result, my daughter's service was canceled because she hadn't used her phone in 30 days. I incorrectly assumed it would be easy to restart service. I couldn't have been more wrong! After trying 5 times to get her recertified on their website, I called customer service and the agent also had problems. She suggested that I call back in 4 hours because the system might reset. Well, the second agent was also unsuccessful. She suggested I call the national Lifeline number. It literally took them one minute to process the approval and give me a qualification number. I gave the number to an Assurance agent and assumed I would be receiving a phone soon. However, out of the blue, two and a half weeks later I got am email saying that Assurance had cancelled service because my daughter no longer qualified. I called Assurance and the agent took my information and said a supervisor would call me in 3-5 days. When I hadn't received a call after 7 days, I called them and the agent and their supervisor didn't know what to do so they told me to call Lifeline again to confirm my daughter's qualifications. Of course, the Lifeline agent confirmed that she is still approved. Even though I have also read negative reviews about the other service providers, I have decided that anything is a better option than Assurance.”
“Worst company! I used to be their customer few years ago and made a switch last year, because their phone was terrible. I had no options but to chose them when another company disconnected me from ACP program and I went back. I got a replacement phone and a new number, but asked them to transfer my old phone number back. I did everything from my end. And they are not able to do this for a whole month. Just lies and promises, runarounds and telling about mistakes someone else made.. I am still fighting with them..RUN AWAY if you can, find more reliable company.”
“10 calls from first enquiry to now. Simple request... I don't need your phone. I want to use my own iPhone and keep my existing number. I need an eSim. "Okay, you can." I received the phone. I tried to open it. It's essentially stuck together. It gets bent while opening. I have made 6+ calls between today and yesterday. Last person, a "supervisor" tells me that that I must use their physical sim card and that it will take hours for the number to work. So they removed my existing carrier, I have no service. I put the sim card in and now I am waiting. 10 people. It took ten people to get me here. Let's stop complaining about immigrants and the loss of jobs when big companies and the US gov is using call centers in the Philipines.”
“If I could give 0 star I would, I filed a BBB complaint and still having problems with this scam company. Horrible customer service and poor quality phones. I had to purchase a Metro PCS T-Mobile phone and pay out of pocket cellphone service plan because Assurance Wireless had me go through hoops with LifeLine applications. I was mailed a defective replacement phone after several months of not having my original phone LifeLine service plan reinstated. Now I have 2 Assurance Wireless phones customer service refuse to manually activate however online Assurance Wireless has my account under a flat rate plan 10 cents/minute plan where I have to top up or pay out of pocket despite LifeLine application approval for free service.”
