Assurance Wireless Customer Service Issues

My name is Dina Gonzalez, and my email address is [redacted] My phone number is [redacted]. My Schook device's charger port is not working; the cover came off, causing it not to charge at all. This situation is preventing me from receiving important calls from my boss, kids, sick mom, daughter with a newborn, doctor, and parole officer. I urgently need a new phone. You can contact me through my partner's email, [redacted], as I cannot access my emails without a working device for my SIM card. Thank you, Assurance Wireless. - Dina Gonzalez

I received a new phone and account from your company yesterday at 2:30 p.m. Unfortunately, I discovered last night at 10:30 p.m. that someone had hacked into the phone and made changes. I called customer service and spoke with Sunshine, who confirmed the intrusion and advised me to turn off the phone while she changed the number. However, upon restarting the phone this morning, I discovered it was pin-locked, and I do not have the pin or know the new number. I am unable to use the phone and do not have another phone to contact customer service.

I received this email: Hello TAMMY, We hope you are enjoying your replacement phone. When you ordered the replacement phone, we informed you about the need to send back your broken phone to us, but we have not received it yet. Please return the broken phone within the next 15 days to avoid service suspension. Use the prepaid padded envelope we provided to send back only the items that were faulty or replaced. If you have any questions, call us at [redacted] or visit www.assurancewireless.com. Remember to have your Return Merchandise Authorization (RMA) # available when you call. Thank you, The Assurance Wireless team Regarding your Return Merchandise Authorization (RMA) Order #: [redacted]5, I contacted Assurance in September and spoke to Mark who said he would send a return package for the replacement phone I decided not to keep, but I have not received it. Attempts to reach out by phone were unsuccessful, and an email to [redacted] was rejected.

I am experiencing issues with Assurance Wireless. I am in possession of a government phone that I ordered as a replacement for my broken one. Initially, I inquired with a representative about returning the old phone, and I was informed it was not necessary. However, upon receiving the new phone, there was no return box provided, and the charger cord was incorrect. After three months of activation and usage, my phone was deactivated. I was informed it cannot be reactivated until I return the old phone in a box they will send. While I am willing to return the phone, I find it problematic that my service is interrupted, especially considering my medical needs. This situation has been ongoing for three months, and I seek assistance in resolving it. My name is Daniel Camp, contact number [redacted], email [redacted]

In late August, I applied and qualified for Assurance. I decided to have the phone shipped to my sick friend's address as I was taking care of him. Despite confirming delivery, we couldn't open the mailbox with his keys. Due to his illness, finding someone to help has been challenging. After contacting Assurance, they promised to send a phone to my home address as a one-time exception. However, I never received it, and it didn't show up in my mail. I suspect it was sent to the wrong address. Sadly, my friend can't assist due to health issues, and my ID was stolen, making it hard to prove ownership. Can the post office intercept the package? I'm frustrated and seeking a resolution without contacting Assurance again. Thank you.

My service was disconnected in the middle of the night after I had been experiencing issues with my phone. I requested a replacement on October 1st, but when I called to check on it, it was revealed that the replacement phone was sent to the wrong address. This mistake caused a lot of frustration, and when I mentioned going back to qlink, my service was immediately cut off. This was very concerning because I had medical appointments to attend following surgery, and Access-A-Ride requires a working phone. I believe services should not be terminated until a new phone is activated. I rely on my phone for important communication with my healthcare providers. I will be reaching out to my insurance carrier for support. It's frustrating to be penalized for issues with the phone that are out of my control.

My friend, Robert L. from Hamden, CT, is an Assurance Wireless user. While he was in the hospital and inpatient rehab for 2 months, his phone has not been used for over 30 days. His phone number is [redacted]. I am wondering if an exception could be made to reinstate his phone. Due to his declining mental function, using a smartphone has become difficult for him. I am looking for a very simple phone that only makes/receives calls and messages, and is easy to operate. He struggles with smartphones. Thank you. Joan B. on behalf of Robert L.

I submitted an application for lifeline services online three weeks ago on Friday and still have not received the phone that was supposed to be sent to my address at [redacted] Bass Mountain Rd, Snowcamp, NC [redacted]. My name is L.P., born on 07/30/[redacted]. I would appreciate assistance in determining if the phone was sent, if it is in use, for how long it has been active, and the date it was dispatched. Thank you. I would like to request a replacement phone since I have not received the original one. This service is essential to me as a low-income individual, especially for medical appointments, church visits, and errands. Being 70 years old, I sometimes need the phone to help me remember things. Thank you for your help.

Contact Information: Phone: [redacted] Address: 80 Stewart Street, Apt [redacted] (formerly [redacted]), Seattle, WA [redacted]. I'm reaching out because I am a senior citizen with disabilities and have been an Assurance Wireless customer for many years, approximately a decade ago. Six years back, my grandson Asher Costello moved in with me after leaving an abusive situation. I allowed him to use my Assurance phone. Now that he is independent and has his own phone plan, he would like to keep the same Assurance phone number ([redacted]) for continuity with his contacts. I tried to transfer the number for him, but I couldn't recall my PIN, and I was informed I didn't renew my contract, even though the phone is still active. Asher, who is also disabled, is thriving in his program, and retaining his familiar phone number would greatly benefit him. Any assistance in resolving this matter would be greatly appreciated. Sincerely, Gilbert Costello

Regrettably, I am not referring to my shower issues, but rather the multitude of dropped calls I experience on my Assurance phone. The inconsistency in call quality, even within my own residence, has severely hindered my ability to communicate effectively. As a single mother to a special needs child, reliable communication is crucial. I require a dependable smartphone, as opposed to the unreliable cheap alternatives that fail to meet my needs. It would be more cost-effective for your company to provide functional smartphones from the start, rather than repeatedly replacing defective ones. Please address this issue by supplying a reliable smartphone that will facilitate effective communication.

Subject: Correction Needed for Assurance Wireless Mobile Plan I initially signed up for the Assurance Wireless Lifeline Only plan, which includes 4.5GB of data, unlimited texts, and [redacted] minutes per month. However, there seems to be some confusion as I have been placed on an unlimited plan without my consent. I did not authorize the transfer of my ACP plan from a different provider to Assurance Wireless. I am only eligible to utilize the Lifeline Only benefits with Assurance Wireless. If this error is not rectified promptly, I will be held responsible for any additional costs incurred, which I expressly did not agree to cover due to Assurance Wireless’s error. Kindly adjust my plan to the correct one with 4.5GB of data, unlimited texts, and [redacted] minutes per month at your earliest convenience. Your prompt attention to this matter is greatly appreciated. Thank you.

I am experiencing trouble with my phone service as I am only able to get a signal when I am about 5 miles from my home. Even though my phone is connected to Wi-Fi, I cannot locate the setting for Wi-Fi calling to make or receive calls. This is my only phone with active service, and I urgently need it fixed as I am facing family issues due to a recent death. I understand this may not be directly your fault, but I kindly request expedited assistance. Can I use my inactive Galaxy A11, previously activated with Verizon Prepaid, by inserting my SIM card from my current phone to receive service? I am unable to call for support and have been unable to travel to a service area due to car trouble for the past two weeks. With family disputes ongoing, I appreciate any prompt resolution, including the possibility of a new phone without waiting for an exchange. Thank you for your attention. Best regards, J.

I recently reached out to Assurance Wireless less than two weeks ago due to issues with my previous phone, a Schok volt sv55. However, the replacement phone they sent me is also malfunctioning. After receiving the new Schok volt sv55 in the mail yesterday, I encountered problems with it turning on and off on its own. Today, with a 96% battery charge, the new phone shut off and will not turn back on, rendering it completely unresponsive. Now I am left with an old and damaged Moto G7 phone that is not functional for calls but can still connect to Wi-Fi. I may need to acquire another new phone as the one I received from Assurance Wireless is not working at all.

I recently had an issue where someone applied for Quick Link using my phone, which led to my Assurance Wireless service being shut off without notice. I've been trying to reapply through the national verifier with six Q codes, but each time I submit the application, it doesn't go through. I've contacted customer care, but they are not understanding my situation or keep dropping the call. I need help restoring my lifeline service as I've been without a phone for three weeks. Contacting me via phone won't work because my service is disabled. Thank you for your assistance. Sincerely, Gary W. Email: [redacted]

My husband and I have different cell providers, and we are both unable to make calls from our phones. I use Assurance Wireless, and when I try to make a call, I receive a "Server Unreachable" message. It seems like the cell tower might be down due to the snow we had in Colorado. I need to be able to use my phone. I still have internet access, so I can communicate through email, Messenger, or text messages, although it may take a few tries to send successfully. Could someone please contact Assurance Wireless customer service on my behalf to report that my service is down?

I requested service two weeks ago, but I have not received my phone yet. The service was intended for the lifeline and ACP program. I wish to cancel my current service with Assurance to switch to Safelink and include the ACP program. However, my application with Assurance needs to be canceled first before I can apply with Safelink. When I contacted Assurance customer support, the representative could not locate my account. She advised me to contact the national verifier and then call her back.

Last month, I lost my phone on an RTC of Southern Nevada bus in Las Vegas. Unfortunately, it wasn't found in their lost and found. Due to health issues like high blood pressure and diabetes, moving around can be challenging for me. Recently, I visited an assurance phone kiosk in Vegas, and they advised me to contact customer service for a replacement phone. However, I forgot my phone number. I'm now unsure about the next steps to take to get a replacement for my valuable phone.

This is the second phone I received from your company to replace the first one. I charged it overnight, but when I tried to turn it on in the morning, it wouldn't power up at all. I've been unable to use your service because the first phone had charger issues with the prongs. Although a replacement was sent, the second phone is now experiencing the same problem of not turning on after being charged. This has led to me being unable to utilize your service due to the inability to turn on the phone.

Account Name: M. D. Address: [redacted] N 61st, Kc, KS [redacted] Phone Numbers: [redacted], [redacted] I recently received Letter [redacted] on Jan 1, indicating it's been 25 days since I last used Assurance Wireless. Despite using mobile data actively since I got the letter, I have not received confirmation that my service plan has been renewed. On Oct 10, the last communication I received stated my plan was renewed, but attempts to check my renewal status through a non-secure website (msg4u.us) have been unsuccessful. When I called the provided number and followed the prompts, my call ended abruptly, leading me to reach out via email for assistance. My regular service date is Dec 7, as confirmed in the letter, with a deadline of Dec 17. I rely on this service and need the assurance that my plan will be renewed as expected. Please contact me before Dec 7 to resolve this matter promptly. Thank you for your attention to this issue.

I had my phone active for almost a month, but the service was terminated. When I contacted support, they mentioned that another service was open in my name with information. I was advised to reach out to the statewide national service for assistance. Despite my plan being inactive, I continue to receive text messages indicating that my service has been refilled each month. However, I am unable to use any talk, text, or internet services.