Assurance Wireless Customer Service Issues

I recently encountered technical issues with my phone. I reached out for technical support as my phone was not charging correctly and apps were responding slowly. After speaking with an agent, my phone completely stopped working. I urgently need a new phone for personal and business use. Please send the replacement to Steadmon Sampson at [redacted] Troy Ave, Brooklyn, NY [redacted]. I initially had an LG starter phone and then received an ANS smartphone, which I am dissatisfied with due to its operational problems. I would prefer a different brand of smartphone for better performance. Thank you.

I am experiencing difficulties reaching customer service as my separate phone cannot verify my account and is uncooperative. Therefore, I can only communicate through my iPod 5. I reside at [redacted] Healy Ave S. #4, North Bend, WA [redacted]. My contact number is [redacted]. I am Randy Ankele born on 06/24/[redacted] with the last four of my SSN being [redacted]. I require help as my ANS Smart phone is broken, and my alternative phone is incompatible with contacting customer service due to the verification issue. Kindly expedite a replacement ANS Smart phone to my address. For any correspondence, you can reach me at [redacted] Thank you for your prompt assistance. Sincerely, Randy Ankele

I am still waiting to receive my Assurance LifeLine Smart cell phone. I have been a customer in VA since [redacted] and also had LifeLine in TN and CA. Assurance kept sending me outdated applications each time I inquired about my phone. Despite being told I would receive my cell in 10 days, I kept receiving outdated applications instead of the phone. I need the phone for important matters like reaching my doctor, communicating with my job at Lowe's for extra hours, and contacting my brothers in California. Please expedite an upgraded Smart cell phone at no cost to me due to the repeated mistakes by Assurance, causing inconvenience. I have tried to resolve this issue multiple times to no avail. Yvonne Grace Irvin, [redacted] Donald Ave. Apt A3, Rocky Mount, VA 24[redacted]. DOB: March 18, [redacted]. Last 4 SSN: [redacted]. PIN: [redacted]. My (old) cell phone: [redacted].

Order Number: AW-TOMA-[redacted] I recently paid for a replacement phone through Assurance Wireless, and I have not yet received it. I ordered the ASW ANS UL40 SLV due to my current phone being broken with a non-functional screen. As a disabled woman, I have difficulties checking my mailbox regularly. When I checked the order status, it indicated that it is already closed, but the phone never arrived. I am concerned it may have been stolen. Please provide me with an update on the shipping status and let me know if the replacement phone has been sent out. You can contact me via email at [redacted] Your prompt response would be greatly appreciated. Thank you for your attention to this matter. Sincerely, Raquel P.

My name is Detrick Bell. I requested a phone transfer to be under my name. The phone I have needs to be transferred over and sent down as the current one is broken and I need it fixed. I want it to be sent to [redacted] Austin St, Spartanburg, SC [redacted]. Originally, I was born in Charleston, SC, Greenville, SC, and Atlanta, GA. Please help me get my new phone delivered to my address, and fix the broken screen. I also need my food stamp card transferred to a new phone. Please contact the management as soon as possible.

Dear Assurance, I am currently in the middle of swapping my old Assurance ANS phone for the new one you sent. The setup process has come to a halt, and both phones are now out of service. Any call I attempt greets me with a message saying "Your call cannot be validated, please call customer services." I am unable to contact anyone as neither phone is functional. Please reach out to me through email to assist me in completing the activation of my new phone. Sincerely, Michael P. Email: [redacted] Phone: [redacted] P.S. Kindly provide support by live chatting with me online to guide me through the setup process.

My spouse has a phone with your company, which you indicate he has had since [redacted]. The phone number associated with the account is [redacted]. I usually renew his service annually but have not received the renewal notice for this year. When contacted, your representatives mentioned he needs to be reauthorized. He is currently in a nursing rehab due to complications from diabetes. His phone is the only means of communication with me since there is no phone in his room. I searched through my medical document box on September 19, [redacted], for any communication from your company but found nothing. When I purchase a refill card for his phone, will it work, or do I need to buy a new Trac phone? I hope this provides enough information for a helpful response.

I completed my recertification application online yesterday. I provided all the requested information and received positive feedback from the website, confirming successful completion. However, I just received a text message stating I'm out of time to recertify. This is frustrating because I initially tried to complete it over the phone, but couldn't get through. I followed all the steps online, and it's unfair to receive this message now. My phone number is [redacted], and my email is [redacted] Please review this issue as it's essential for me to keep this phone for medical reasons. I rely on it for communication with my doctors and my children's school, as well as for emergencies as a single mother. Your help in resolving this matter would be greatly appreciated.

I was advised by your customer service representative to purchase a phone model featured on your website. After struggling with an ANS phone, I decided to buy a Motorola Moto e5 Play for $[redacted]. When I couldn't switch my service, I called and was informed that I needed to buy the phone from Assurance, which contradicted previous advice. After speaking with a Level II support person, I was disconnected without a resolution. I am frustrated with the poor service and subpar phones. I plan to inform others about these issues and seek a more reliable lifeline provider.

Hello, my name is Anna Strong from 28 Congress Street, Rochester, New Hampshire. I submitted an application online on September 13, [redacted]. The same day, I also sent my proof of income. About a week and a half ago, I received a letter from Assurance stating they hadn't received my proof of income, so I promptly sent another one. I would like to inquire about the current status of my application and ensure my documents have been received, as I have submitted them twice. My account's PIN is [redacted]. I have attempted to call for information but without success. Could you please advise me on what steps I need to take to complete my paperwork? Thank you.

I lost my phone on the bus. I appreciate your assistance. Please suspend the service until I can resolve this issue. I am grateful for any help in fixing this matter, including receiving a new phone. Thank you for your support. I struggle with texting, so any help is appreciated. I have been a loyal customer for 5-10 years and any assistance would mean a lot. Suspending the service to prevent unauthorized use is important. Thank you for your attention. - Tyrone Martin.

When I click on "View Text Messages" on My Assurance Wireless Account Activity page, nothing appears. I attempted the solution provided by GetHuman, titled "Assurance Wireless: How do I find my text message history?" which led to a Verizon page prompting me to log in and then redirecting me back to my Assurance Wireless account without resolving the issue. The problem persists - the page does not display any text messages, numbers texted, or any data; it remains blank.

Hello, my name is Linda Witherspoon, and I have been a customer since the program began. I hadn't encountered any issues until recently when I returned a phone due to overheating during calls. I contacted the call center, and they sent me a replacement phone between September 30 and October 30, [redacted], requesting the return of the old phone. I asked for a bubble envelope to return the phone and the promised [redacted] additional minutes starting in October, which didn't happen. The envelope arrived on November 2, [redacted], but my service has been suspended. The call center acknowledged the error and assured me they would reinstate the service. I rely on my phone for emergencies, so I urgently need the service restored. I am mailing back the phone today, November 3, [redacted], and cannot wait 7-12 business days for the service to be reactivated. Kindly investigate my issue and promptly restore my service. Thank you.

While filling out my Assurance Wireless application online, I encountered an issue where I was redirected to a Lifeline verifier. However, every time I reached approximately the third page of the application, the system abruptly cut off. A representative from Assurance Wireless on Messenger suggested verifying the status of my application, as there is a possibility that the information for my children's application might have been submitted online. They advised me to check my application status to proceed with starting the Assurance Wireless Lifeline service.

Approximately 3 months ago, I visited the Volunteer Way on Congress Street in New Port Richey, FL. I interacted with an Assurance Wireless representative at a booth set up to help low-income individuals. The representative requested various forms of identification to verify my identity, including my driver's license, social security card, Medicare card, Medicaid card, and insurance card. After taking pictures of these documents with her phone, she mentioned an issue with my address, despite my long-standing residency there without any cellphone but a landline. I tried reaching out to her multiple times, and she mentioned her husband's hospice situation delaying her response. Concerned about the security of my personal information, especially since I don't possess a smartphone or any cellphone due to a past bad experience with Safelink Wireless, I request prompt resolution or further clarification on who accessed my details. I insist on resolving this matter to prevent identity theft, as there are three people in my household, including a child, who could be affected. Kindly contact me urgently or provide the necessary information. Thank you, Monica Ogrady.

Dear Assurance Wireless, I recently received the new phone and followed the activation steps provided via email. Unfortunately, I have encountered several issues with the device. Despite resetting it to factory settings, I continue to face problems such as overheating and receiving numerous unwanted calls. Due to these challenges, I kindly request the deletion of my account. I appreciate your assistance in resolving this matter. Thank you. Best regards, MARIANNE

I have the ZTE phone, and it constantly kicks me out of whatever I'm doing, bringing me back to the home screen. This interruption occurs while texting, making calls, adding contacts, and using data, leading to frequent reconnections. I rely on a hotspot from a friend's phone to complete my tasks. The disruptions force me to ask for more data or minutes. Even in the midst of calls, the phone switches to the home screen unexpectedly. The screen and keyboard often freeze, complicating any action I attempt. Despite multiple calls to tech support, as I have no other phone to use, I cannot resolve these issues. I inquired about compensation for the lost data and minutes but have yet to receive any. An email to a supervisor regarding these problems also went unanswered.

I have been attempting to solve my phone issue for weeks to recertify, but I ran out of time. I tried to re-apply by faxing application and support documents on 11/12/18. I called twice to check the status of my application. Today, they informed me that it wasn't approved due to a misspelling of my name and sent me another application. I am trying to top up to maintain my phone number and the service I've had for 8 years without being able to afford paying $0.10 per minute. The online application process seems to ask for a new phone rather than a re-application for an existing one. I feel like I am being led in circles and no one is truly eager to help me. Could Assurance Wireless simply verify my name through email instead of sending another application to expedite the already weeks-long process?

I returned my broken phone as instructed but my telephone service is still suspended. I have called multiple times and was promised updates within 24-48 hours, but no one has called back. A representative put me on hold to check for a supervisor and never returned. I am frustrated with the lack of communication and continuous blaming of the warehouse. It has been 4 weeks since I returned the phone and I expect it to have reached you by now. Now, I am being asked to pay $25 to have my service reactivated, which I cannot afford as I applied for a free phone. Please address this issue promptly and respond to my email. Thank you.

Hello, I am Christine Bell, a long-time customer of Assurance Wireless. My recertification was due on October 23rd, so I completed it on October 16th over the phone with customer service representative Jeffrey. I informed Jeffrey that the phone provided previously was not working correctly and despite numerous technical support calls, the issue was unresolved. Service rep Guan assured me on October 24th that a new 4G phone would be sent since the 3G network in my area is unreliable due to excessive towers causing signal interference. However, I have yet to receive the replacement phone. Upon contacting customer service, I was mistakenly informed that I am no longer eligible for Assurance Wireless, which is not accurate. Please rectify this error promptly. Due to my hearing impairment, email or text communication is preferred at the moment. Thank you. - Christine Bell