Assurance Wireless Customer Service Issues

I received a defective phone that constantly lags and drops calls. The phone has never been exposed to water or dropped. Despite calling multiple times, I was instructed to call from a different phone, which I did twice. I was also told that my signal was being directed to a "stronger" tower, but the issue persists. Additionally, the calls were dropping while customer representatives were assisting me, and no one followed up despite having my phone number. I simply request a return label and a replacement working phone. Best regards, MW

In December [redacted], I received a Moto G Pure phone from your company with unlimited talk, text, and 25GB data. However, in August [redacted], I encountered an issue where my call was disconnected. I received a text mentioning that Assurance Wireless terminated their contract with ACP. As a result, I was informed that I needed to purchase my minutes moving forward as the benefits from ACP were no longer available through Assurance Wireless. Thank you, Mary N.

Since receiving my first phone (MOXEE) a few weeks ago, I have spoken to several customer service representatives located outside of the US and received conflicting information. Both the MOXEE and its replacement Shock Volt V55 have experienced volume issues when not using earphones. I am now expecting a third phone (REVVL4+). I was informed belatedly yesterday that the MOXEE should have already been returned and it is being picked up on Tuesday, 1/3/23. Additionally, the Shock phone was activated before the MOXEE was backed up, causing further frustration. I am hopeful that once I receive the REVVL4+, everything will be resolved. The free phone with unlimited everything is fantastic; however, it would greatly benefit from US-based staff members who are knowledgeable and fluent in English. My name is Max Konner. Lastly, for reference, the MOXEE's FedEx pickup number is PRP[redacted], and the tracking number is [redacted]57 for pickup on 1/3/23.

I received a phone from Assurance Wireless as an upgrade for being a loyal customer for over 8 years, but I was extremely disappointed with the replacement. The new phone they sent is of a lower grade and not comparable to my original Moto G Pure. I was expecting an upgrade, and this feels like a big step down. Unfortunately, my phone went missing while I was on my way to a mental health group, leaving me without a device. I feel let down and betrayed by the situation. I would appreciate any assistance with this matter.

I had a Moxie brand phone from Assurance Wireless and encountered continuous issues with it. Despite contacting them multiple times about the problems, my phone was not functioning properly, and I did not receive the unlimited service with hotspot as I was promised. After speaking with a technical support representative who mentioned a tower problem, I was assured it would be resolved promptly. However, the issue persisted, and I never received any follow-up. When attempting to contact Assurance Wireless, I received a message stating my service was no longer available, which was incorrect since I hadn't had the phone for long. I appreciate Assurance Wireless and hope they can rectify this situation promptly as their service has been the best compared to others I've used.

Hi GetHuman, I'm experiencing issues with my phone not being able to make calls. When I contacted Assurance Wireless customer service at [redacted], I was informed that I am no longer eligible for lifeline service and was prompted to add money to my account. After adding $5, I still cannot make calls and keep hearing the same message when using the phone. I am stuck in a loop when trying to reach customer service with no option to speak to a representative or obtain porting instructions. I tried calling the sales department at [redacted] without success. I need assistance with porting my number, and I am looking for my account number and a porting code to do so. I have all the necessary information except for the XFR PIN# and account number which I cannot locate on my account page. Thank you for your help. Sincerely, Mark

I have been experiencing issues with the power and volume buttons on my UMX phone due to a thin electrical metal that keeps bending and disconnecting. As this is a government phone given for my safety related to domestic violence, it is vital that it functions properly. This problem has occurred twice now, and I am concerned about its reliability. I am looking for a different phone option that is more dependable and secure than the UMX. I would appreciate it if you could reach out to me. Thank you for your prompt attention to this matter.

I have heard countless stories of individuals struggling with government-issued phones from Assurance Wireless, similar to my own experience. The recurring issue of receiving unreliable phones, like the UMX model, is concerning, especially for those who rely on these devices for safety in emergency situations such as domestic violence. It is disheartening that despite being eligible and approved for these phones, the customer service representatives seem ill-equipped to address our concerns effectively. Despite the kind demeanor of the representatives I have spoken to, the lack of understanding and assistance in resolving issues with the phones is frustrating. There is a clear need for a dedicated contact number specifically for those with government phones through Assurance Wireless to streamline the support process. The current situation, where individuals like myself are left to navigate repairs and replacements independently, is far from ideal and undermines the purpose of these government-sponsored phones as a lifeline in times of crisis. The reliability and functionality of the phones provided, such as the UMX and Samsung models, leaves much to be desired. I appreciate the support offered to individuals facing hardships, but it is crucial for Assurance Wireless to ensure that those approved for government phones receive the service and quality devices they deserve. The primary reason for having these phones is for emergencies, and it is imperative that the company upholds its commitment to providing reliable and effective communication solutions for those in need.

I am experiencing repeated issues with my UMX phone. The metal piece behind the power and volume buttons keeps bending, making it impossible to power on the phone properly. This unreliability is concerning considering I rely on this phone for emergency situations, particularly since I am a part of the government phone program. I have requested a different phone model due to the ongoing problems with the UMX brand. When contacting Assurance wireless for support, I have encountered helpful representatives, but they do not have the necessary knowledge about the government-issued phones or the appropriate department to address my concerns. It has been challenging to communicate effectively with them due to hearing difficulties, despite their kindness and efforts to assist. I am seeking a direct line to the government phone department to address these mechanical issues and discuss potential replacement options.

I recently received my Schok Volt 55 phone but have been unable to activate it. I visited a US Cellular office for assistance, even though I am not their customer, and managed to activate the phone. However, I have been experiencing frequent signal issues. My previous flip phone and my current prepaid Tracfone work in my rural area but the Schok Volt 55 does not pick up a signal at all at my house and only sporadically in town. I have tried activating it again online, but it does not recognize my IMEI number. When I called the [redacted] number, I was left on hold, wasting my prepaid minutes. I am very frustrated and don't know what to do. Please help me fix this issue. Thank you.

Subject: Urgent Assistance Needed for Unlocking Phone for Jason H. Cannon Hello Assurance Wireless Customer Service Team, I am writing on behalf of my son, Jason H. Cannon, who is on the Lifeline Program. Jason, an adult with autism, has forgotten his phone's PIN and has been unable to access his phone for weeks. I request your help in resetting or unlocking his phone and setting up a temporary PIN for him. Additionally, there was an issue with the online recertification process for Jason, which I was unable to complete successfully. I have all the necessary documents ready for upload once the recertification process is reset. Please contact me at [redacted] or via email at [redacted] for further assistance. The contact information provided belongs to Jason in case you reach out directly to him. Your prompt support is greatly appreciated. Thank you in advance for your help. Sincerely, Carla Cannon-McCann

I recently spent 20 minutes calling two Assurance Wireless phone numbers, the main line and Call Care, making a total of three or four calls. Unfortunately, each representative I spoke to seemed either untrained or lacking in social etiquette. They didn't provide direct answers to my questions but instead tried to steer the conversation elsewhere. I urge the company to review the call recordings, retrain, or take disciplinary action with the representatives I interacted with on February 8th, [redacted], from 5:15 p.m. to about 5:40 p.m. My lifeline phone number is [redacted], and I go by the name of Steven H. I would appreciate assurance that my concerns will be addressed promptly.

On February 11, [redacted], I contacted Assure Wireless regarding an unauthorized application under my name, Alex X Mosaquites, at [redacted] Rosemary Dr, Fontana, California [redacted]. Despite my attempts, I was unable to cancel this application as I never applied for a phone or activated a PIN. I want to clarify that I did not authorize any transactions with Assure Wireless. It is concerning how they obtained my information without my consent. Assure Wireless informed me that I need a PIN to cancel the order, which I believe to be an invalid requirement given the circumstances. I am planning to report this incident promptly. I seek guidance or assistance in canceling this unauthorized application swiftly. Please contact me at [redacted] Thank you.

Hello, my name is Rolderick Lemons, a former customer. Despite no longer being a current customer, I believe I should still qualify for your services. I reside in South Haven Personal Care Home in Union City, GA, and attempted to apply online but struggle with providing proof of eligibility. I kindly request that someone contact my residence or speak to the director, Miss Vikki Payne-Harps or the team nurse, Miss Nicole, for the required information. If needed, you can reach out to my healthcare providers at Grady's IDP clinic in Atlanta, GA. Due to my speech impediment, I prefer communication through the mentioned contacts to confirm my identity. Thank you for your assistance.

I have been eagerly waiting for my replacement phone. About three weeks ago, I was informed that I am eligible for a new Assurance Wireless cell phone. Unfortunately, my current phone slipped from my hand onto the kitchen floor, landing face down and resulting in a cracked screen. Although the phone still functions, it has become challenging to use for calls and internet browsing due to the impaired screen visibility. Upon speaking with a helpful Assurance Wireless customer service representative, I was assured that I indeed qualify for a free replacement phone with upgraded features while maintaining my unlimited service plan. The representative mentioned sending an email for me to respond to promptly, followed by the shipment of the new phone. However, I have not received any emails or the replacement phone thus far. I am looking forward to its arrival. Thank you.

I received a phone from Assurance Wireless on December 22, [redacted]. My name is Ofelia Sales. I no longer have access to the phone due to personal reasons related to my ongoing divorce. Initially, both my husband and I were using the phone. However, after our separation, I cannot locate it. I would like to confirm the phone's association with Assurance Wireless and inquire about obtaining detailed records of its activity, such as calls and texts. I suspect my husband took the phone, as he continued to communicate with me until recently. Despite my attempt to deactivate the phone on February 2, [redacted], it seems to still be active. I urgently require these records for my divorce and impending restraining order. Any assistance with this matter would be greatly appreciated.

There seems to be a misunderstanding and miscommunication regarding my account with Assurance Wireless. I have received two different dates for my service ending, with conflicting information in my account and letters I received. The second letter I received had incorrect info and did not specify the end date. I was approved by ACP on February 24th, [redacted], and had a previous approval that had to be canceled due to errors with Cricket. Despite providing all the necessary information, Assurance Wireless asked me to reapply after my service is shut off on March 7th, [redacted]. However, my account shows that my service is good until March 31st, [redacted]. The situation is frustrating, and I am considering finding a different provider as Assurance Wireless no longer serves Oregon residents. I plan to contact ACP for guidance on how to proceed. Thank you, Ms. Andrea S.

For over a month, I have been receiving repeated letters requesting to fill out an application again. Despite not understanding the necessity, I completed the application online. Immediately after, I received an email informing me about the shipment of a new phone, even though my existing phone was still functioning well. Upon receiving the new phone, I contacted customer service to activate it. Strangely, a new account was created with a new number, and despite multiple attempts by different operators to activate it, the process was unsuccessful. The brand of the mobile was SHOCK, which compounded my frustration. After returning the first mobile, a replacement was sent, also of the same brand. However, even after multiple failed activation attempts, I am left without a functional phone. Despite promises from a male operator to send another phone, it has been over two weeks, and I have not received any further communication. I am now left without a phone for a month and a half, with a new account and number causing considerable stress. I am unsure how to proceed without a mobile device. I kindly request assistance and, if feasible, a replacement phone that is pre-activated, but not from the brand SHOCK. Thank you.

I purchased a phone from your company, but when it arrived, it was dysfunctional. Fortunately, I was approved for your free Assurance Wireless service, and you sent me a replacement phone. I would like to inquire about the possibility of returning the faulty phone for a refund. The device is new and has not been used with any service. I am requesting a reimbursement to my card for the returned phone. Thank you for your assistance.

I am seeking assistance with replacing my cell phone. I requested a replacement for my severely cracked phone, which was over a year old. Due to the impact of Covid-19, I was informed there would be a delay. After nine months, I finally received the replacement phone. However, upon attempting to activate it, I encountered an issue where bright lines appeared bordering all the digits on the screen. Following instructions from the assurance team, I returned the phone three times, but the problem persists. I am now left with a phone I cannot utilize because it is not linked to my telephone number. Any help would be greatly appreciated. -Cathy