Assurance Wireless Customer Service Issues

I've had issues with the phone Assurance Wireless sent me. It stopped charging and began freezing up after just over a month. I contacted a representative who confirmed my eligibility for a better phone. They assured me I would receive it in 5 to 7 days, but that time frame has passed multiple times. When I contacted them about the missing phone, they claimed it was delivered, which it wasn't. Now they want identification from me. I'm frustrated and want to speak to a supervisor or someone who can help resolve this. I apologize for the tone but dealing with these problems is frustrating, and there are many other phone companies to choose from.

My phone has stopped charging and freezes whenever I try to use it, making it impossible to stay charged. I was informed that I qualify for an upgraded phone plan, and I should receive the best upgraded phone available to resolve this issue. However, I have not received any notifications via phone or email. Please contact me promptly at [redacted]. Thank you and God bless you. I am eagerly waiting for the updated phone as promised. Have a great day.

I have been attempting to receive a replacement phone for over a month now. I have been without phone service for the same duration. Although I was informed that I would be sent a replacement device, I have yet to receive it. I am quite frustrated with the company as the phone I received overheats and struggles to hold a charge. I kindly request someone to reach out to me promptly and provide me with a functional phone that doesn't overheat or lose battery quickly. Thank you. - Lisa R. Elrod.

I am currently enrolled in the Assurance Wireless unlimited plan. Despite having a confirmation number for this plan, my account only reflects [redacted] minutes for calls and a random amount of data each month. When I signed up for the plan, I was assured of unlimited talk, texts, high-speed data, and a 10GB hotspot through Assurance Wireless. Kindly update my account to reflect the unlimited plan I was promised back in August [redacted] by an Assurance Wireless customer service representative. Thank you for your assistance. If this matter is not promptly resolved and if I am not provided with the plan features I was promised, I will have to switch my service provider and cancel my phone service with Assurance Wireless. Thank you for addressing this issue.

I received a letter informing me that my account was in danger of being closed on Feb 20 due to a failure to recertify. Despite calling on Feb 13 and speaking with a tech at Assurance who assured me they would address the issue, my phone was deactivated prematurely on the same day. I have a history of using my phone regularly for various urgent purposes, including aiding ill patients and contacting emergency services. I kindly request a prompt review of my phone service as it is crucial for my ongoing communication needs, especially now that one of the individuals I assist is in custodial care. I prefer to receive updates via email. Thank you for your understanding. Sincerely, R.W. Black, Pin [redacted]. Phone: [redacted]

We have had an Assurance "government" phone for almost two years. It started having issues, so we called last Friday, March 24th, [redacted]. The representative said a new phone was on the way within 3-5 business days, but it never arrived by March 31st. When I called back, I was told I would have to pay $10 for not replacing the phone within the warranty. I spoke with a gentleman who claimed to be an expert, promising to expedite my new phone delivery through a special priority list. Despite his assurances, he couldn't provide details on the phone model or an exact delivery date. After a disappointing conversation, I was asked to take a survey and rate him highly. When I requested to speak with another representative, he abruptly hung up on me. Ignoring my complaint, Assurance sent a text claiming my issue was resolved, which it was not, and the reply service was unavailable. Frustrated by the lack of customer service, I doubt any real action will be taken, but I wanted to share my experience nonetheless.

Hello, I wanted to inform you that I have made six attempts to resolve an issue regarding the promotional phone, Maxi, that was supposed to be sent to my brother. Despite speaking with multiple representatives, including Jesse on April 4, [redacted], I was informed that the promo had expired. This has been frustrating as we initially got approval for the phone back in February when contacting ACP. I was advised to wait for another notification in the mail, but the situation remains unresolved. Please look into this matter and assist us in providing a resolution. My brother's phone number is [redacted], and my name is Vicky, assisting on his behalf. You can reach me via email at southwayqueen@yahoo!.com or at [redacted]. We hope to resolve this issue promptly so he can receive the new phone he was approved for, such as the Moxie. Thank you for your attention to this matter.

I have been trying to contact Assurance Wireless for a replacement phone for over a month now, but I have not received it yet. The tracking number they provided was incorrect, and I am unable to log into my account. The staff members I spoke to were disrespectful and seemed dishonest, which has been frustrating. It's disappointing to be treated this way when I am simply trying to get a replacement phone.

I've been experiencing issues with my phone for over a month now. Each time I get a new phone, it quickly shuts down on its own. A customer service representative, who claimed to be a specialist, promised to send me a replacement phone at no cost. They assured me it would arrive within 3-5 business days, but it never showed up. After following up, I was informed that the replacement phone was never ordered. They said they would investigate and email me, but it's been almost a week with no response. I'm 62 years old, live alone, and rely on my phone for communication. I don't have transportation and also suffer from emotional illness, so having a working phone is crucial for me. Can someone please assist me with this issue?

I recently received a new phone from Assurance Wireless, but it's not charging anymore. The phone was working fine for a few days, but now it's completely dead and I can't make any calls. I already tried filling out a form on the website to get a replacement ANS phone, but when I was directed to a credit card window to provide payment information, the form wouldn't accept any of my valid credit cards. Can someone help me figure out what's going on? My phone number is [redacted] and my pin number is [redacted].

I am experiencing issues with my phone calls cutting in and out, making it difficult to communicate with the other person. This problem occurs consistently during calls, where one party can hear the other, but not vice versa. Despite having full service bars, the problem persists until the call ends, causing frustration. I am on an unlimited plan and expect smooth phone call functionality. Your assistance in resolving this matter would be greatly appreciated. Thank you. Sincerely, Candice Lupold

I called because my phone wasn't working and purchased a new one for $9.99. It initially appeared to be working, but now I can only access the number pad. I was surprised to learn from customer service that I'm no longer eligible and need to reapply, which was not explained when I ordered the new phone on 4/3. I find it frustrating that I have to rely on borrowing a friend's phone to visit the website for more information, given that my current phone is not functional. It's confusing that I was able to speak with a live representative previously but now am unable to. I have become ineligible due to my phone's malfunction, preventing me from meeting the usage requirements. I am very dissatisfied with this experience, especially since requesting a resolution involves sending an email, which seems inconvenient, as I'll need to use a different phone to do so.

I recently registered for Assurance Wireless and submitted the ACP transfer form as advised since I was previously with QLink. After receiving an email from asw.com stating that my phone is on back order, T-Mobile contacted me offering assistance with activation. Interestingly, in the T-Mobile email, the last four digits of my new number are mentioned as [redacted]. However, when trying to log into My Account, the entire number is required. During the initial sign-up process, I provided my email, password, and a 6-digit pin, yet I am unable to locate an email login. When using the help menu and entering my last name, date of birth, and the last 4 digits of my Social Security number, the search function seems to hang on the screen without progressing.

I've been with Assurance Wireless for over a year now. Recently, I received an email and letter about a free phone upgrade as a token of appreciation. I called on March 13th at 3 pm to claim the Artia device. Despite the confirmation, the phone hasn't arrived even though it's been over a month. Contacted them again yesterday, April 18th at 9 am, only to be told that there was no record of the replacement request and the offer had expired. It's frustrating to be promised something, spend time on the phone for an hour, and then be left without a resolution. Now, I'm being asked to pay for a different phone because the original one they provided is malfunctioning.

Every few minutes, my phone screen goes blank and I lose audio with the other person on the line. This keeps happening on every call I make, and it's frustrating. This is already my second replacement device from Assurance Wireless and it's still giving me problems. If this issue isn't resolved, I am considering switching back to Qlink. The long wait times for customer service are also very frustrating.

I submitted an application for a lifeline phone approximately a year ago and received approval; however, I never received the phone. Yesterday, when I visited a location distributing phones, I was informed that I couldn't receive one as I already had an existing service. Despite numerous attempts to reach assurance over the phone, my calls have gone unanswered after being on hold for over an hour and a half. I tried submitting a new application, but it states that I am already receiving service. This situation is confusing to me as I have not received any phone from them.

I recently returned a Moxee phone due to a battery issue and requested a replacement battery. I was informed that a new phone would be sent instead. A different phone arrived, which is too small and has poor internet connection due to my rural location. After contacting customer service, I was promised a larger phone, a Motorola, with given order number. Although I received a notice on March 14 regarding the upcoming delivery, I have yet to receive the phone. A mishap with the automated system led to my internet being disabled. Despite numerous calls, I haven't been able to resolve this issue. The hotline provides only a recorded message and no technical support. It's crucial for my health to have a working phone as my doctor contacts me on it. I urgently need assistance to lift the phone restriction imposed by Assurance Wireless.

I recently lost my AW Lifeline government phone service for approximately six weeks. During this time, I was on the temporary plan that charged 10 cents per message and 10 cents per minute. I have reapplied and received a new phone; however, I am unable to activate it. I am unsure if I am considered a new customer now or if this phone is a replacement for the account I used to have with the temporary plan. Upon charging the new phone, I did not encounter an activation screen for new customers nor did I see an option to activate a replacement phone. Could someone please clarify my current status, whether I am classified as a new customer or if this phone is a replacement for my previous account? Thank you.

I am currently experiencing service issues once more. Every time I attempt to call customer service, the call gets disconnected, with a message stating that my number is invalid. I am unable to make any calls, leaving me completely isolated. I rely on my phone for emergencies due to my health condition. I am confined to my bed due to health reasons, and this situation is extremely distressing. I urgently need assistance to resolve this phone service problem that has recurred. Your prompt help in fixing this issue would be greatly appreciated.

I'm experiencing issues with the Moxee phone I received as a replacement. The internet connection was disabled because it was mistakenly assumed to be lost or stolen. I initially ordered a different model, and the replacement phone is not meeting my needs. The previous phone worked well in rural areas due to its size, making it easy to read and use for texting. Currently, the SCHOK smartphone is too small, causing difficulties when typing or receiving calls. I was given an order number during a previous call, and I'm following up on when the correct replacement will be sent. During my last call, I explained the situation before the call got disconnected. I am seeking assistance to resolve these issues promptly.