Assurance Wireless Customer Service Complaints - page 3

The First Phone I Got Was Awesome! It Only Took 2 Days To Get To Me. I Dropped It And Broke It. Called The Customer Service Number Spoke With A Very Nice Man Who Assured Me They Would Replace My Broken Phone With The Exact Same Phone. I Was Told I Would Get The New Exact Same Phone In 7-10 Days! ?? I Never Got The Phone. Called Again Recieved A Complete Run Around By A Woman Who Barely Spoke English. Again I Will Get The Exact Same Phone I Had In 7-10 Days. Again No Phone Called 3 Or More Times Same Run Around Person Barely Spoke English Asked To Speak To A Supervisor! I Waited On Hold For Almost An Hour! No Supervisor Finally The Same Person Comes Back On The Line When Asked Again To Speak To A Supervisor. They Kept Transfering Me To 4 Different People None Who Barley Spoke English!after Asking The 4th Person To Speak To A Supervisor And They Said No No And Hing Up. Long Story Short 4 Hours I Tried To Speak To A Supervisor And Wasted 4 Hours Of My Life I Will Never Get Back! Spent 3 More Days Hours And Hours On The Phone And They Said Of Course They Get Me New Phone Spoke To 4 Different People Told Each Person Again I Broke My Phone Need To Know If I Can Get Another One. Was Told Yes 7-10 Days. Waited No Phone!!! Finally A Few Weeks Later After 2 Hours On The Phone. They Put Me In Touch With Someone Who Spoke Somewhat Closer To Understandable English. They Tell Me They Have To Transfer Me To Someone To Verify My Information! Told 2 Weeks I Have New Phone For Sure! Asked If I Would Get Another Revel 4. They Say Yes! No Phone!! After 3-4 Months They Send My A Crappy Schok Phone. I Spent 8 Hours On The Phone Trying To Activate It. I Was So Angry Because I Couldnt Understand Me. When I Ask To Speak To Anyone That I Could Understand. I Asked To Be Transfered To Somebody Anybody Else Besides Her She Would Put Me On Hold And And When I Told Her She Was The Exact Same Person Everytime Shes Suppose To Be Getting Me Someone,anyone That I Could Gelp Me!! 8 Hours To Activate This Phone! I Have Never In My Life Recieved Such Horrible, Horrible Custom Service From Any Company In My Life!!! Im Disgusted! My Schok Phone Is So Slow And It Lags. Take Hours And Hours To Charge! And My Favorite Is That It Cuts Out While Im Trying Talk On It! My Sister Was In The Hospital And Was Dying. The Hospital Called Me. Im Assuming To Tell Me To Come Have My End Of Life Visit And Say Say My Final Good Byes. But The Phone Cut Out And I The Call Was Deoppped. I Kept Trying To Call The Hospital Back. And Every Call Cut Out And Was Dropped. I Have A T Mobile Tower A Mile And A Half From My House! I Was So Upaet I Got In My Car And Drove As Fast As I Could To The Hospital! By The Time I Finally Got To The Hospital After Repeted Attemps To Speak To The Icu Nurse And Call After Call I Made This Was A Life And Death Situation And My Sister Passed Away And I Never Got To Tell Her Good Bye! My Heart Is Broken And Because Of You And The Cheap Labor You Hire That Cant Speak English I Spent Months And Months Just Trying To Have Them Send A Replacement Phone That Is The Worst Phone I Ever Had In My Life. And Mist Of All Because Of Your Poor Excuse For A Company With What Im Sure Is Probably A Reconditioned Phone I Lost The Last Precious Moments I Should Have Had And I Repeted Again The Very Last Chance To Have Had My Chance To Say Goodbye To My Sister And Tell Her I Loved Her. That Is Something That I Can Never Ever Have Another Chance To Be With My Only Remaining Family Member I Had Left. ?? I Would Have Gladly Even Paid To Purchase Another Rev 4 Phone!

This Is A Crappy Company. I Received This Crappy Phone Last Month And Its Been Lagging And Taking Forever To Load Up. It Freezes Up And Takes Forever For Me To Get On Fb, Tt, Or Even Play Solitaire. I Wished I'd Never Gotten This Phone.

Still giving out crappy barely usable phones in 2023 when other companies give actual branded phones that are good.

This is an update on a post dated 1/2/2023 by Justreally?

After I submitted my text messages showing proof that I was approved for the new service with the hotspot, the Moxee phone came in the mail a couple of days later. I submitted my text messages to the representative's supervisor's email address that the customer service agent gave me. The issue is, the customer service agents aren't documenting any of the messages, phone calls, and orders when you call in. When you speak to other customer service agents about the same issue it has not been documented by anyone and you are caught in a cycle of going over the same thing repeatedly. Customers wouldn't have to prove conversations, and phone orders to representatives if the business end is taken care of with notes and documentation of information on your account. I suggest that you (the customer) document the date, time, and name of the customer service agent if you can. Check your text messages to see if you have a confirmation for whatever you've signed up for. The only thing that helped me was the fact that I had those approvals in my text messages. Quite honestly, this is the first time I've ever had an issue with Assurance so, it hasn't all been bad. However, I haven't had to contact them until this issue happened only to discover that customer service has changed drastically and not in a good way.

I had a Moxie brand cell was connected with a lifeline first two calls I made was no available finally got a hold of somebody I got it straight replacement shipped out only when I arrived it was a shock downgrade battery is third day out was 107° another three phone calls no avail finally got a hold of somebody that would help me got me another replacement after the first replacement which is unheard of and a note with instructions not to send me the phone that I don't want I felt kind of guilty complaining with a free service contract but my ear burned it was hot I was real angry at first and they finally took care of me and if anybody needs to free cell phone insurance wireless if you can keep your cool and things don't go right and go

I've been with Assurance over 10 years and it has become a nightmare. When my phone stopped holding a charge I contacted customer service to purchase a phone. He told me that I could get another phone free of charge, and I accepted the offer. A week later, I got a call from another male customer service agent who told me that my phone was no longer under warranty and that I would have to purchase a phone. That is what I was trying to do initially. I inquired about the available phones and there was only one in the warehouse. I had read reviews on the phone and they weren't good so I decided to wait and check back later. I am on a very fixed income and did not want to use my limited resources to purchase that particular phone because reviews were saying that they failed after about 6 months. When I checked back later, I spoke with a female customer service agent and was told that phones in the warehouse were limited again. She told me that they would have a special promotion in December and I could call back and get one of those phones. She recommended the Moxie or the MotoG. That was refuted by another customer service rep a day later. It seems that the information is not consistent and they all blame each other for misinformation issues. They all tell you different things with each customer service representative you speak with. It's a vicious cycle. There is something very suspicious with Assurance customer service. They take orders for the hot spot service, change your plan and never send the phone. They tell you that you will receive a tracking number for the phone but you don't. your plan is changed but, you never get the phone. They also don't document the process that you were approved for the phone service and the phone. Those phones are going somewhere but not to the customers that are to receive them. I've been trying to resolve this issue since November 2022. I received a phone number from customer service to sign up for the hot spot service; the phone number was a nonworking number. I went to the site to sign up with the hot spot service, I was to receive an email confirmation if I qualified, but that never happened this is when they changed my plan without sending the phone. When I checked back there was no documentation that I had signed up. The customer service rep signed me up herself and told me not to call to check on the phone, that once I got the tracking number that meant the phone was on its way. Again, that never happened. With as many calls as I've made to them trying to get a working phone, There was no documentation that any of those phone conversations ever took place, I think this is deliberate, with no confirmation, there is no proof. The last customer service rep was so rude; she raised her voice and practically told me that I was lying. There was no record of any phone calls or notations on my account. I have proof, I was sent two text messages confirming my approval for the program because I signed up and the rep signed me up. This customer service rep was horrifying. I told her that I had two confirmations in my text messages. She told me to take a picture of the texts and send them to this certain email address to prove that I did qualify for the program, it was her supervisor. She suddenly became docile, her voice was shaky and she was suddenly very polite. I really think that someone else was then listening on the phone as I read my texts to her. She told me that I would receive my Moxie phone as soon as I sent proof of approval in the texts. I did that and I did get an email from the person that it went to. She asked for my phone number to see if I qualified which I had already done twice. If T-mobile owns this service, they need to listen to their customers as I was not the only one that this has happened to. The only reason I was able to get them on the phone which is nearly impossible is that I gave each survey question a 0. I never talked to a customer service agent at that time, they just sent me to a survey without being helped. For some reason, those 0's to my customer service survey triggered a message asking me if I wanted to leave a message or talk to customer service. I chose customer service.

The Assurance Wireless Agent named Sam advised that he took our information and promised us a phone will be sent to us. He also practically BEGGED us for a positive review for his survey after the call. We never got the phone and when we called back a week later, we were told that we were in the system and when I asked more questions we wee told we were not in the system...that they had to enter our information all over again. We even checked their system online and there was nothing there. A lot of outsourced agents lying and not doing their job or the company is a scam! Remember the Agent named Sam and please hang up when you hear his name!

This is another Scam. These poor folks, who need to be in someone's university are on the streets SCAMMING people to leave their current plan for theirs. What a crook of SHI*. Let's not forget the numbers you have to change ie the bank accounts etc. horrible experience. Don't deal with this loser company!

I Am A Over 5 Year Customer & Currently Qualified For The Acp New Updated Phone & Program Been Waiting For This Newbphone Over A Month I Called Them & They Hadn't Even Sumitted Or Done My Application After Having Me Give Them All My Information The First Time.had To Do It Again Plus I Couldn't Understand Their Broken English And I Still Feel Like They Didn't Get My Information Right I'm So Dissapointed

Assurance wireless cut my service off with no notification. My husband was sent to hospital out of town,the next day I had no service. My husband passed away and I didn't know till three days later. Service in the area where I live was not all that great either anytime it stormed I had no service on my phone it always seemed like right when I needed a phone with assurance wireless the service just wasn't there thanks again guys

You guys are the most lying people I have ever talked to at Assurance Wireless.Most notable is Justin AU290323. I have been waiting for my money two weeks now. I also been waiting for my new phone,which I paid for and still haven't

What do you expect? They are part of T-mobile. T-mobile has the cappiest "customer service"

DO NOT EVEN WASTE YOUR TIME WITH THSES CLOWNS!!! RUN FAR AWAY FROM THESE BOZOS!!!
Nasty agents from a call center outside the US. Rude Catch yoU Next Tuesday hung up on
me when I was asking about the service and adding more minutes or if they offer unlimited voice at a price. The stupid cow constantly talked over me. I gave her all zeros on her "service" then after the survey I pressed 1 to speak to a supervisor to report her and the stupid cow (most likely the same b**ch) hung up on me before getting down to business. I've said it before and I will GLADLY say it again I wish the FCC and FTC bans overseas call centers they are not trustworthy, they play games with the customers and I suspect that there is a fraud element when the boss isn't looking (I worked in a call center before my disability and if I acted like this I would get coached and possibly fired)

I Am Writing To Inform All Those Considering Assurance Wireless For Their Lifeline Services, Please Consider Another Service. This Is Not A Lifeline, This Is A Death Threat. Their Ratings Are 157 Negative Comments V. 6 Positive Comments.
I Am Planning On Contacting The Federal Government To Request They Discontinue Using This Service. I Also, Ask All Those Who Made Complaints Or Negative Comments To Contact The Federal Government, Make A Complaint With Them About Assurance Wireless, We The People: Please Help Shut Down The Assurance Wireless Non Affected Unsatisfied Services Paid By The Federal Government.

I want to know what insurance was excuses for me not receiving my new insurance wireless phone when I called them several times and done everything on my end to get me one they're not holding up to what they say

Yes I am a very very upset customer with assurance wireless. I do not know the dates but I do know that I've called them on several occasions letting them know that I want to come back to them as a customer. I've already been approved for everything filled out application after application and it says I'm already assurance wireless lifeline customer but I'm not getting my phone like I've been promised several times I would like this matter soft immediately or I will go to another company I'm tired of being promised I'll get a phone and they say oh you can assure me you'll get your phone I haven't got it and it's been going on for months haven't gotten one so far in the mail and there's no reason for that

I had a assurance wireless phone and my daughter had one also, I called assurance wireless to have her phone disconnected she wanted to go with another phone service with her boyfriend. I had called 3 times but when they disconnected it, they had disconnected my phone instead of hers. They are so unprofessional, they do not know how to follow directions.

My girlfriend has been calling since last month trying to get me a replacement cellphone through assurance wireless since the last replacement cellphone I received only lasted me one week and now they are refusing to mail out a replacement cellphone to me. I asked my girlfriend to call an just go ahead and cancel my service with them but they want me to call, how can I call when I don't have any way on contacting them. I use free WiFi from places I can use it at.

Cannot reach costumer live service

My assurance wireless phone number is;xxx-xxx-xxxx
. I have a disability and I cannot drive. I followed up an email in regards to an email I received. After following email instructions I called the number I was given in an email. The Assurance wireless customer service agent that I have two broke phones that never worked (lemons) and I'm late getting them in the mail. My lifeline phone service is essential. I told her before my service is cut off, could I get a small extension and have it the mail by Saturday November 13th. She told me No; which why am I sent her number in an email to resolve the problem in the first place. I am disabled, and finding a ride is complicated. She put me on hold and eventually hung up on me. I did not raise my voice and was polite. She stuck to her script, over talking me. I could not get a CLEAR answer. She told me to go back to my email and deal with that information. She hung up on me which is completely unacceptable. Please review my actual conversation Monday 7th around 3:30 - 4:00 pm. If Assurance Wireless cannot be patient with overseas U.S. customers and the confusion we might have interpreting English. Every time I call for help they Scold me, talk about rules and regulations. This is Unprofessional.
My Assurance Wireless phone number is xxx-xxx.xxxx. If they do not want me as a customer, I'll choose another company. Thank you for reviewing the call.
Regards.

Must love the lies I. The letters they send when the paper says they will send you a free phone so you don't lose your service and then when you request a supervisor you wait on hold for more than 30 minutes and then the supervisor wants to speak over you. I literally just had that problem spent the majority of the time on hold waiting for a supervisor and the customer service rep was refusing to transfer me to a supervisor when there's more than one working the floor giving me the excuse oh the supervisor is busy helping somebody else now well if they would have cued me in I would have already spoken to a supervisor and not spent over an hour and a half on the phone just to be degraded under mine and spoken over must love the disrespect from customer service now a days it's sickening. The best part is the BS letter about call and will send you a free phone and it's in multiple places in the letter. They are running almost neck and neck with qlink wireless. With qlink wireless I waited 10 months for a replacement phone and still never received it and now it's almost 2 months with assurance wireless without being sent a replacement phone oh and the best part they told me I never sent back the defective phone when I had sent it out same day I received my replacement(this was 6 months ago). The rest is what I just dealt with as a 5 minutes ago and it's 11:19 p.m..

Assurance wireless sucks and I remember why I left the first time. They buy cheesey way bottom of the barrel smartphones that signal is horrible, internet speed trash, volume trash too. Calling in evening customer service when you work during the day sucks. I know it's a free phone, but try to give out phones that are actually reliable plus battery is better and not over heating

I had a phone that would not update and a failing battery. After three calls to Assurance, I was charged a discount Ted price for the new phone. Because I could not used the phone - even after an agent reset it - my service was canceled due to not making a call. Not making a call o a soho e that did not work. I paid for the phone and never got it. I called today and the agent put me on hold because I was angry and told me the order was cancelled because I did not make a call on a phone that would not update and would not hold a charge. I asked him to read the notes about what happened. I also said that I was told that I would keep my original number. Now I have to wait 7-10 business days for a new phone and call them back to activate it. Poor customer service, horrible phones. They are ripping off the government with this program, and harming poor people who depend upon this service. BTW: nobody contacted me to say that they canceled my original order for a replacement phone. If I did not call, thinking that the package with the new phone was stolen, I would never have known. The back office cancelled my phone and I had to reapply for service again! This, after being a customer for 12 years. A bloody disgrace!!!

follow-up. Almost an hour had lapsed when an "agent" finally connected. I EXPLAINED my problem was told 3-5 days to get replacement phone & told him i would pay for express mail. He told me the order had been placed then hung up on me. WOW,WOW,WOW.

10-29-22. I cant get my phone to turn on. I've tried EVERYTHING & I know IF I ever get through to ONE of your incompetent agents I MAY faint !!!!! Your automation voice says I will be helped in 30 seconds. I'm on my 5th or 6th call, I've gone from 25, to 45, to over a hour at times, ONLY TO HANG UP. I've been with ASSURANCE FOR OVER 10 years & referred many a customer to your company BUT I FEEL ITS TIME TO MOVE ON.