“Assurance wireless has been a nightmare to deal with. I'm a social worker in Texas and regularly assist my clients with obtaining phone service through the lifeline program. My most recent interaction with Assurance Wireless was awful, if I could give them zero stars I would. I tried to obtain phone service for a client from February 20th 2024 to May 1st 2024. The first application was never followed up on. We completed a new application in March and were told he was approved and a phone would be sent to the client by March 23rd. The phone never arrived. I contacted them again and for whatever reason the representative completed an entirely new application for my client. Then they required us to go through the entire verification process again. We did everything they asked, and never got an approval on the application. I contacted them again to find out what was going on and they informed us that a paper application needed to be completed and turned into the national verifier. I contacted National Verifier and was told by their representative that everything was okay on their side and the problem was through Assurance. I contacted Assurance again and told them that National Verifier said everything was approved. They continued to tell me that we needed to fill out a new application through the National Verifier. At that point we stopped dealing with them and went to a different provider.”
“Theirs is the absolutely the WORST service ever. During peak times, don't waste your time trying to get connected to the internet. Can't wait to get rid of them, and am doing in June 2024! DONT waste your money! They run by T-Mobile and they SUCK just as bad!!!!!!”
“NOTHING but problems! Every time I purchase a new phone, the phone needs to be replaced. All customer service has to be done via phone calls the web site isn't helpful. They are a headache to deal with.”
“I am forced to use this company as an insurance carrier for my phone devices.
This is the absolute worst customer service ever 😒. I would describe the professionalism as condescending at best, rude at times. Thsy are not knowledgeable/ trained completely. They last representative I spoke with transferred me back into Que instead of finding the answers he did not know.
I HATE Assurance.”
“Horrible clueless customer service reps!!! They sent me a replacement phone which was broken. They told me to send that phone back and I will get another one sent to me. 2 weeks later I call and now they say I have to pay $80. Furious is an understatement! Don't waste your time!!!”
“Customer service is patronizing and condescending. They are incompetent. They talk in circles and can never resolve the phone issues. TMobile t who is involved with assurance lie to the FCC.
The DOJ ADA (department of justice, American disabilities act) should sue assurance for emotionally and mentally abusing people with disabilities. They give phones that never work right. With the ACP program you are suppose to get internet and they deny the customer this service. I believe they have committed fraud with the government acp program.”
“The worst. If at all possible do not use assurance wireless. They shut my service down and sent two me phone after they turned the first one off on me. The third phone stops and starts at random times during the day”
“WORST SERVICE EVER!!! And what’s worse, your supervisors LIE!!! Called because there was an issue my mother’s phone and a supervisor assured me that he escalated the issue to the engineering department and that someone was supposed to contact me within 48 hours. This is after already calling for 2 weeks straight trying to get help. Well NO ONE ever called me after 4 days. So when I called back, another supervisor said that the previous supervisor never even put in a ticket order to have someone from engineering to contact me. So the first supervisor LIED!!! Then this current supervisor had the nerve to say my mother’s account was suspended for non-activity for 30 days. Well, of course it’s been inactive…because no one from Assurance Wireless has been able to help us for weeks. I have cancelled the account. I wouldn’t send a dog to Assurance Wireless. A bunch of incompetent and LYING customer service reps and supervisors. Trash!!!”
“Assurance Wireless is not good at all they do not care either!!! For about a month they have told me one lie after another and still have not fixed my phone or the problem with it. They want me to buy yet another phone but it's really expensive and they don't want to fix anything and they think by buying another phone will fix something instead of just doing a little bit of work on their computer!!!!!! I would not recommend this place to anyone at all!!!!!!”
“This company isn't worth a persons time to apply. They say that you have to make at least one phone call or text a month. And even though you do that. They will come up with some kind of lie to cut your service off!! I made a phone call the prior month and now they say I have more than one lifeline. This is a joke, everyone knows that a person can't have more than the one. Ya'll need to come up with a better lie than that. Seeing that ya'll are going to lie on people. I took my service to another carrier. Will receive a BETTER smartphone. This company doesn't give "good" smartphones. They give you something no one has ever heard of!!! Like I said it's a JOKE!!”
“T-Mobile holds the contract for this program, they send out defective equipment and expect assurance customers to pay $20+ for shipping.
There's CSR's have no idea what customer service is or that they are regulated by the FCC or how to assost with any issue from billing to technical.
T-mobile places the title of supervisor on new CSR's who have zero supervisory or management experience which exacerbates problems that the 1st CSR created. None of these people
1. Listen
2. Comprehends call stoner requiring repeated statements due in part to lack of the ability listen
3. Zero process to ensure equipment/devises meet minimum requirements for use i.e. ability to connect with their towers
I have been STUCK with a useless device that T-Mobile negligently sent and I am shocked that the Cheif Director responsible for the Assurance Program signed off on such a sub-standard vendor and devices. This is a prime example of negligence with tax payer money. The Director who signed off on this vendor and devices needs to be held accountable for the abuse and negligence withis program.
Tax payer funds were allocated for this program and should not be allowed to continue when out ofof compliance with FCC Statutes. If the branch of government responsible for management of the Assurance Program is unable to ethically oversee it they need to find a professional and responsible Director who can successfully manage it. Including giving a reonsible,blbethucal vendor thhe contract. Stop wasting OUR money.”
“I have reported your company to the FCC and FTC. I will call a family member who is a sitting member of congress. You think that deliberate and criminal activity is fine. I am going to show you exactly how quickly you will find yourselves in a class action suit for illegal FCC activity.”
“Absolutely disgusted, helped my mother get her first cell phone. First the Sim card didn't work then the charging port stopped working. 5hours on the phone in total and 3mmths and still no phone and no answers. Was Absolutely ridiculous.”
“This is the worst business if you want to call them that! I have been waiting 12 days and still no phone! Now they tell thay do not even have my phone in stock, LOL.. Imagine a cell phone I strange company that we pay to replace out phones and they don't have the phones.. LOL It's ridiculous”
“Customer service is awful, poor listeners, can't resolve problems, lie to frustrate customers. Don't care about complaints with FCC.
What good is a phone that doesn't operate properly. Cheap is cheap the American disabilities act should cover an advocate to deal with assurance tmobile”
