I bought a phone from insurance wireless 2 weeks ago. Long story short after several calls for troubleshooting, I was sent a new sim card. It did not work he does the same as the one before. Every time I call they hang up on me. Every time I try to register a complaint I'm talked over. When I ask for supervisor I am told someone will call me within an hour. I have never ever received a call from a supervisor. These people are a joke. I have filed a complaint with the FCC. I will be changing my phone service. These people are horrible. The customer service is non-existent.

samuelmpowers

Knoxville, TN

Absolutely Horrible service!! The phones get incredibly hot even when not in use, I ended up with a hard painful knot on my ear and my Doctor advised me to stop using the phone. Assurance wireless does not care, the Government's going to pay them regardless of health concerns. Assurance wireless Customer Service Representatives have no idea about the company, service or phones, they've been instructed to lie and read from the company script. I've actually had to retype this review seven times because my service keeps dropping but I'm not going to bother calling Assurance wireless Customer Service because all they know to say is shut your phone off for up to 4 hours and when I eventually have to call back because the service isn't working it'll be after business hours and no one will be available to take my call.

wvchicwv74

Huntington WV

I had been a customer for years. While I appreciated being able to use Lifeline service, I would not recommend Assurance Wireless to anyone ever again. I purchased a new phone from them because mine stopped charging and began melting at charging port. The new phone was horrible, barely usable so they shipped a replacement which I never received because there was no apt # in label. I have no idea where the phone went While attempting to get it straightened out, I spoke to "customer service representatives" well over 100 times. Many lies were told, I was hung up on, put on hold indefinitely (once for 45 minutes) and would not return to call, given false emails and phone numbers and all but called a liar...all while being told I was a "valued customer". Whatever!. After 2 months I finally got another phone and it was only slightly better than the purchased one. I switched providers and when I asked assurance wireless to unlock the phone I bought they wouldn't. All I wanted was to be able to keep my phone # and possibly use the phone until I could get the new phone from new provider. They didn't unlock the replacement phone but I was able to unlock the originally purchased one that didn't work most of the time, so I could at least use it momentarily...and I mean that figuratively and literally. I am in disability and can barely afford "free" anything lol. However, I don't believe that gives anyone the right to treat me just any kind of way they choose. I'm very disappointed and disturbed by the whole situation and the way I was treated. That's why I switched providers. I would really like to know how and why most of their "representatives" are allowed to treat people so horribly. I would never want them "representing" me or anything I'm associated with.. EVER! I would definitely not suggest using them if there is any other option. All I can say is good luck if you do have to use them. Especially if you have any kind of issue arise.

Foraminit

MS

horrid, rip-off company Run from it, it was great when they were Virgin, now they are the worst

phoniesassurance

ny, ny

I am currently receiving LifeLine service through Assurance Wireless and it is a total waste of a company. I have had service for almost two years and am now about to be on my fourth phone, all Unimax so far. The phones the issue are loaded with preinstalled unremovable malware and will constantly open windows you do not want, attempt to make purchases online in gaming sights without permission, and generally glitch and freeze up the more often they do. When you call in about a problem the receptionists are barely understandable and seem to barely be able to understand you, I had to repeat my address 7 times when I ordered a previous replacement phone. Regardless of what you plan to do with the phone or how often you use it you will find it a large unasked for problem at every turn. Just Don't Do It! You Have Options!

FalconWanderer

Miami Florida

I've been with Assurance a long time. Back when I first signed up they sent me a Kyocera burner phone. It worked, and their wireless service improved some over the years. All was well for years, and I didn't need help. But when you need customer service, be prepared to devote a couple hours and loads of frustration. By the time I was done with them a couple nights ago I could have spit nails. They have the absolute worst customer service. I can barely understand their Indian accent. You get disconnected about the time you think you are finally going to talk to someone. Or they bump you to their survey, without having helped you. That really burned me. You want me to rate your service now? Are you serious? I lost my phone, first time ever it's happened. I thought they were supposed to replace a lost phone once within a 12 month period. But the lady I talked to said I didn't qualify because I lost the phone shortly after the 1 yr. warranty was out. So according to her, I should have lost it sooner. Besides being disconnected, some of them lie to you, like giving you a tracking # but not telling you the phone was never ordered. The first smart phone they sent me never did work, tried and tried. Spent lots of time with customers service on that one until they finally agreed the phone was hopeless and sent another. Got it to work, somewhat. Can't depend on it. The first time I needed Google maps, the phone went offline and stayed offline until I got back home. The 2nd time I tried the commands weren't working though i had it set right. Until it suddenly announced "You have arrived" without time to turn. Customer service seems to be in India now and many of them are super hard to understand. Whenever I asked one to repeat something last time, she would say if over loud and slow like I was stupid. But still with the accent. After many years, I quit! My app was already approved at Safe Link and should have a new account in a week or so.

deenie61

Arkansas

On Feb 4th my phone's charging port was damaged, so I could no longer charge the phone. I called immediately to request a replacement. I was told I would receive it within 21 to 28 business days. I waited but never received a tracking number, so I called to follow up. Was then told I needed to update my address. No problem. I was then told a new date of arrival. No tracking number, so I called again. I was ASSURED that my phone would be on its way within a few days. No problem. I waited and still no tracking number came. I've called dozens of times since. They always apologize and then promise me something different each time. I've been given so many arrival dates and apologies, it's obnoxious at this point. We are now approaching almost 2 months waiting for a replacement phone that I desperately need. After all of these broken promises and all the waiting, I've just been informed that I will now have to reapply for LACK OF PHONE ACTIVITY!! Are we serious!?! Please tell me how I can actively use a phone that you refuse to send me!?! They constantly tell me someone from upper management will be contacting me to resolve my issue. That has yet to happen. This company is a true joke. The customer service agents are obviously encouraged to tell the customer anything they want to without regard, including management. They do not care one bit. It's thoroughly disorganized and unprofessional, with no moral base. Stay very far away from Assurance Wireless. They will waste so much of your time and won't care. I wish I could rate them at 0 stars.

Shantamichelle

Elmira

Why is there no customer service here in the U.S I've talked to about 10 customer service employees and all of them from the Philippines could not understand what they were sayings and all i wanted was the status of my replacement phone it got so bad that i got removed from the plan i had to reapply that's why all i got to say is you guys SUCK

Ramrios44

Houston Texas

i have had one of those phones for a about two years the service is fine, but the peopl they have answering the phones, can barely speak english, they are indians who do not have the best skills at helping or discussing things, Android phone i got from them was poor and stopped working, when i tried to ask for a new one they told me they needed to had to go back to my basic phone just to have a phone to use, shame on them and the phones they give out.

wellwaters84

NJ

Quality of phones, problems with phones poor.

fixem2

Waukegan IL