Assurance Wireless Reviews 439

When my father's free phone broke, we ordered a replacement. It was defective. They sent a replacement. It was again defective. Decided to buy a phone, hoping it would be better. You can only buy through their AW Q1 site. Literarily no customer service at Q1 (phone, chat, email, help desk tickets for a month - no reply). The phone got stuck in transit for a month, then was returned to Q1. At that point they issued a refund stating, "customer no longer needed". Called AW to request another replacement phone. They processed the request and told me up to 5 business days. In 2 weeks, still no phone. Had to call and was told I have to pay $30 for shipping and the phone. Not that it is fair to keep paying for defective phones, but why wasn't the $ mentioned in the first place? Meanwhile, a disabled 90 year old man is stuck with a defective phone that cannot receive incoming calls. It has been a long ordeal. The issue had to be escalated and the supervisor was borderline rude. They say they appreciate you as a customer, but they do not.

Do not waste your time on this company they have lied to me they gave me phony tracking numbers they gave me phony reference numbers they are scandalous they ripped me off that kept my money they refused to return it they refuse to give me my refund. This is the worst company I have ever dealt with awful please don't even waste your time or your energy or your money on this company they steal from their own customers.. please save yourself the hassle don't even bother with this place it's a complete scandalous rip off it's a joke.

The worst ACP lifeline plan these phones absolutely stink. I would give them a -0 , if I could absolutely poor they try to be nice. They all make believe that their names and I already know where they’re coming from. …I even asked if I can use my old phone which was like new and they won’t have SIM cards cause all they use is android and I used to use iPhone smart phones. I prefer a flip phone and as an Air Force veteran senior now these phones break easily. Used! I had one replaced just in the beginning, died while important call talking and then, replaced but a hassle with inept reps…The worst ACP lifeline plan as these phones , service problems, they absolutely stink. I even asked if I can use my old phone which was like new and they won’t have SIM cards cause all they use is android and I used to use iPhone smart phones. I prefer a flip phone and as a Air Force veteran senior now his phones break easily. I had one replace just in the beginning and then now they said they were to send me one out and now it’s over two weeks so I’m either gonna go with QuickLink, which is better or even true connect or just go with one of these companies like boost Mobile or mint… I want to let you know I was with Verizon for 20 years. I finally got the veteran discount pan years later? and they knew I was a veteran from the beginning. All I wanted was to change my phone number after 20 years because of spam, Robo calls and they messed that account up with all the outsourcing.
I had problems with Amazon because of this, they were in my account after so many years they ruined my Verizon account , T-Mobile and you name it let’s take America back again. I know I was US air force Space command, Space Force top-secret! Wake up it’s not free it’s to track you..NSA, lol

My phone was turned off. Customer service rep said because i didnt use my phone but use it everyday. Ive been with yall for 13 years! Now i have to re apply but i dont want to lose my number. Customer service talks too fast, dont understand them either. Now im paying 10cent a minute but yall are ripping me off. Ive been counting. Really really feel let down by yall.

Assurance charged $20 to ship and old slow Chinese phone 📱 which runs disruptive ads screens overlay which technical assistance cannot turn off. Customer service stole the credit card info when I paid the shipping and ordered expensive make up $400. DO NOT USE ASSURANCE

In June 2023, I paid $32.86 for a replacement phone. The Schok phone they sent was worse!! I returned it and asked for a different phone. No phone arrived. Even though, I was told to expect a phone in 3-5 or 5-7 business days.

I then asked for a refund of $32.86. That didn't come either. Again, I was told that I would receive a refund in my bank account. Then, I was told that the shipping fee is "non-refundable"!

I told them that I want a new phone or my refund. Then, they told me that I had to pay another $20.00 in shipping fees!!!

I have written them a letter that includes the case # of certain times I called them. As of this date, August 17, 2023, I have not heard from them and still do not have a new phone or a refund!!! Please STAY AWAY from Assurance Wireless!!! Poor Customer Service & corrupt business practices!!!

My mom was on the phone with assurance wireless and the lady wasn't listening at all. My mom asked for a supervisor and the lady said she doesn't have one on site then said she works from home then said another thing. We asked for her name and employee number and she only gave first name and nothing else. She said her name was Jane and her "supervisor" was Erica. No other info at all. I'm contacting HR as well after this. 3:04 pm pacific time

If I could give negative stars I would, I will be telling people to use a different company. I am assisting with a client who has had issues with his phone for months, "it was a tower issue" "it's a SIM card issue" nothing they have done has corrected this problem, So he asked for replace phone, now they stated that it has to been in year, The problem started before the year was up, they have this documentation, if he wants a phone he is now charged for it. So they are not fixing the problem with his phone, they want him to pay to get a new phone. First I was told cost would be 49.99 then when speaking with supervisor cost was different. Very Very Very poor customer service. A company that doesn't provide you with service but asks you to pay money for a free phone, because what they give you doesn't work.

This is a fraudulent phone insurance company. They purposely send you the wrong phone and hope you dont notice after paying the deductible and filing a claim and then blame the customer. I do not recommend. They are highly unprofessional! Very crooked!! Beware.

Your representatives which roam around NYC offering to sigh for acp program charge 150$ for a phone which is supposed to be free!!! That's against the law! I will complain to the federal agency! Precisely, your representatives on 181 street in NYC, I don't know if you even aware of these frauds sitting outside and selling for 150$ free phones.

If you need help with a replacement phone they will not help you. They constantly lie that they will send you a replacement and they never do. When you call back you go through the same process all over again another promise that they will send a new phone and nothing. Very unprofessional company. Don't waste your time with customer service . they only tell you what you want to hear .

Scam! They send phone that doesn't work then argue about the warranty. Never got a working phone plus they argued about the warranty even though I have the warranty saying it was still under warranty. They put me off so long that phone did go out of warranty and phone doesn't turn on at all. Believe me these people are scam. Horrible beyond belief and disrespectful. I told them I was going to ask Americans to boycott Assurance Wireless.

If I could rate zero I would. My brother was without a phone for over 2 weeks due to a tower problem and as of today he still has no phone. I called on his behalf and was told the shipping fee had to be paid before a replacement phone could be delivered. I asked about the shipping details, was given two prices ( regular and overnight)..I provided my credit card information for overnight shipping, unfortunately the system was down so the payment couldn't be processed. Come to find out the system had been down for several days. Then I was told to get top up card to cover the shipping. Bottom line, after speaking to 4 agents, I finally got an order number and confirmation the phone would be received next day and the tracking number would be provided within 1 - 2 hrs. We'll it's the next day and after speaking with the supervisor Michael (35 yrs svc), I was advised there is no overnight, all 4 agents gave me the wrong information and the phone will be delivered Monday by 8:30 pm...the only thing is he will have agents be retrained. So I spent an extra $10 dollars for nothing...regular shipping $20 (3-5) days, expedite $30 ( 1 day less). Oh FedEx doesn't deliver on weekends per the supervisor. So ny brother has another 3 days without a phone. Hopefully your experience will be better!

I had assurance wireless for a few months. The phone was incredibly slow, took up to two minutes or more to connect a call. Even a 911 call would shut off randomly, and in general just didn’t work I reported this issue many times assurance wireless wanted to do troubleshooting time and time again and each time seem to have no knowledge of the phone or how to troubleshoot. I ended up requesting a new phone I was told time and time again one would be sent. Never did never received one never heard from anybody. Never got a call back like I told, I would ended up canceling with them and still continued month after month to get their emails and letters in the mail for service. This company is absolutely ridiculous. They may as well be a scam because everything about them is scammer material. Don’t sign up go with a better more reputable company.

Assurance hijacked by ACP benefits, and now I can’t move forward because they will not disenroll me from their service Never had anything to do with them. Never got a phone. They refused to release control my ACP account which is a $30 per month loss of benefits.

These dummies!!! I call to order a new phone and a few hours later, they turn off my current phone while I'm frickin' driving to a remote location. I use someone else's phone when I get back to the city to call them and they LIE and said service was down in "my area". I told them that wasn't true because I literally traveled 60 miles and at no time did my bars appear active. They kept saying service was down where I was at but I was literally on a cell phone with them...!?!? So, NO SERVICE for a day (they expedited shipping) until I receive my 'new' phone and its a frickin' lemon. Repeatedly drops the hotspot right out of the box and then stops working altogether. I call them and say put the service back on my old phone until another new phone comes AGAIN, so they literally go through the rigamarole of transferring my service and they say "it can take from 15 minutes to 2 hours for your service to switch over" but 2 hours later the service was still on the new busted phone. 24 hours later I receive my newer phone and that one too, ends up dropping the hotspot service constantly and now the hotspot appears to have stopped working altogether yet again. When I called them to try and switch the service back my old phone they AGAIN went through the rigamarole and line about waiting up to 2 hours and I told them,"that's what you said the last time and you guys didn't switch it." So they put me on hold for 10 minutes and then a spanish speaking agent came on. They simply dumped me into the spanish queue rather than actually dispensing customer service and courtesy. This company is disgustingly dishonest and shouldn't be allowed to hold government contracts. Force inferior products on people and then lie about their actions. They don't even keep records of who entered your account before them. If I could give them minus on a review that wouldn't be enough. Terrible liars.

Going to assurance wireless and expecting good service,

Is like going to a wh*#re and expecting to be loved. Not going to happen.

Through deceptive marketing I "upgraded" my account. This caused my ACP with Xfinity to be ended. It took a lot of work by Xfinity and myself to get back to Lifeline only with Assurance Wireless. Still get "upgrade" notices.
Poor customer service, deceptive marketing and inadequate website.

Haven't had too many problems with this company for several years, but now that I really need a new charger, which I was told would come Thursday (as I type this it is Friday) I am still waiting. Plus, when I call the number, I get people I can barely understand.
It's been two days now since my charger from them was supposed to come, and still nothing.

Have an account with assurance wireless and about half the time I cannot access my account because assurance will not let me in to my account. This is totally absurd