Assurance Wireless Customer Service Issues

I do not own an Assurance phone, phone number, or an account. Please cease sending me re-certification letters, as this has been occurring quarterly for a year, from Charleston, IL. Recently, they referenced an Account pin ([redacted]). When I contacted them, the representatives, who always seem to be oriental, were unhelpful and mumbled in response to my inquiries. They rudely advised me to disregard the letters, but this approach has not resolved the issue. I am frustrated as a 70-year-old individual who does not appreciate this inconvenience. My personal information was obtained by one of their representatives who covertly took a photo of my ID card when I innocently showed it to him while waiting for the bus. I am concerned that my information is being misused for their phone services as they even tracked down my new P.O. box number. I intend to report this to the Better Business Bureau or government authorities to put an end to this. Their unresponsive phone lines only connect you to detached customer service representatives. - Badia

I am inquiring about the status of my application. I submitted the Texas Lifeline household worksheet as requested. However, I received another identical letter from you. Should I return the additional worksheet to you? For your records, I am currently at an alcohol rehab center at the following address: Gregory Hutchinson C/O McCabe Center [redacted] E. Martin Luther King Jr. Blvd. Austin, Texas [redacted] To Whom It May Concern, I am writing to confirm that Gregory M. Hutchinson has been a legal resident at A New Entry facility located at [redacted] E MLK Blvd. in Austin, TX since April 16, [redacted]. This facility is his official address. For any questions, please contact me during business hours at [redacted] ext. [redacted]. Sincerely, Dan Kinnett LCDC-I A New Entry, [redacted] E MLK Blvd. Austin, TX [redacted]

I had an account at AW through my SNAP back in October or November [redacted]. A representative called to recertify, which we completed. In December, the phone was shut off, and AW claimed it was due to non-recertification, even though I was supposed to be okay for a year. I've tried calling several times but struggled to reach a human or understand them. I need a new phone now after losing my Sanyo. I would appreciate it if AW could send me a Pixel 2 XL 128GB, Samsung Galaxy S9+ 64GB, or LG V30 H932 64GB. I used to get [redacted] phone minutes per month, unlimited texts, and heard I can now get unlimited data, which would be great. If AW could send it out promptly, I would be grateful, as it has been months since my last phone. Thank you, Sherrye. P.S. It would be nice to keep the same number ([redacted]). Thank you again.

I had an account at AW through my SNAP back in October or November of [redacted]. A representative called to recertify, which we did. In December, the phone was shut off, and AW claimed it was due to non-recertification. Despite several attempts to reach customer service, I struggled to connect with a representative. I require a new phone since I've lost my previous device. I prefer a Pixel 2 XL 128GB, Samsung Galaxy S9+ 64GB, or LG V30 H932 64GB. I previously had [redacted] minutes per month, unlimited texts, and now I am interested in unlimited data. If AW could promptly send me the chosen phone and transfer my number ([redacted]), I would greatly appreciate it. My account was under my name, Sherrye Jones, at [redacted] Devlin, Kingman, AZ. Thank you, Sherrye.

I had an account at AW through my SNAP back in October or November [redacted]. A representative called for a recertification, which we completed. In December, the phone was shut off, and AW claimed it was due to non-recertification. Despite numerous attempts to reach a representative, I faced difficulties in communication. I currently am in need of a new phone after losing my previous one. I would like AW to send me a new phone, preferably a Pixel 2 XL 128GB, Samsung Galaxy S9+ 64GB, or LG V30 H932 64GB or LG V30 64GB, with unlimited data and the same phone number [redacted]. I had [redacted] phone minutes per month, unlimited texting, and am interested in now receiving data. Your urgent assistance in resolving this matter would be greatly appreciated. Thank you, Sherrye.

Hello, I am Samanthia G. and I am reaching out regarding my login credentials and 6-digit pin. Initially, I lost my phone but later found it. I wish to assist my neighbor in transferring her number to the original phone I received. The MEID of the found phone is A000006A2770D8. I am eager to help this lady who is currently without a functioning phone, especially as she is a heart patient. Could you please provide me with my login details and the 6-digit account pin to proceed with helping her? Kindly send the information to the email address associated with this account. Thank you for your assistance! Have a wonderful day!

I need to recertify my Lifeline phone by September [redacted], however, it has not been holding a charge for a long time. Once fully charged, it immediately shows low battery and shuts off quickly, making it impossible to use. I have taken good care of the phone, and it has not been damaged in any way. I contacted customer service and was promised an Android phone as a replacement, but it was never sent, possibly last winter or sometime in the past year. Now, the phone will not charge anymore and turns on instead of charging. I am kindly requesting a different and hopefully better replacement phone as previously promised by Assurance customer service. I had difficulty seeing the numbers on the current phone even with my reading glasses. Thank you. - Carolyn B.

I am trying to activate a replacement Android 7.1.1 phone. It does not have the left/right key options I need for the tutorial. It has a triangle pointing left, a centered circle, and a box on the right. The Pin # for the old phone is [redacted] and my phone # is [redacted]. When the new phone starts, it says the SIM card is locked or missing. I have two malfunctioning phones now; can you send a working one? I will return these. Please respond quickly because my family is worried and wants to hear from me. c/o: Virgil K. [redacted] W Madison Street Apartment [redacted] - N Chicago, Illinois [redacted]

I am experiencing issues with my voicemail account as it no longer recognizes my pin number. Despite trying multiple times with my usual pin, it's not working. I have been unable to resolve this over the phone as they require my pin before assisting me. However, I haven't used this pin in over 6 years and can't recall it. I am feeling lost and need guidance on alternative ways to verify my identity. Additionally, I am interested in learning about options to obtain a new phone. Thank you for your help. - Mary T.

Last night, my phone accidentally fell in water, and initially, it worked for about 10 minutes. I tried the old trick of burying it in rice but haven't had any luck so far. The phone is my only means of communication and I'm feeling lost without it. I remember how helpful the team was in the past when they replaced my CoolPad phone. I have called four different numbers for help, but no one has answered yet. I really need my phone to reach out to my family and friends. Any assistance would be greatly appreciated. Thank you. - L.R.

I recently received a notification in the mail advising me to renew my Assurance Wireless/Lifeline service. After calling as instructed, a recording confirmed my renewal. However, now I am being informed by another recording that my service actually expired on June 16th, rendering me ineligible for phone services. I was then told via recording that they would send me a paper application to reassess my eligibility. As a person with disability and no landline, I rely heavily on my phone for emergencies. The phone I currently possess is an old LG that only functions when plugged in, hence my intention to request a replacement. Despite numerous attempts to reach out to Assurance Wireless through various phone numbers, including those recommended on their website, I have been unable to speak with a live representative. Any assistance in resolving this matter would be greatly appreciated.

Hello, my name is William B. and my phone number is [redacted]. Over the last 5-6 weeks, my phone has been experiencing issues. When I dial, there is no sound, just a ringing icon, and then it cuts off. I've been unable to use the phone or internet properly. In addition, the phone has been using more power, requiring frequent charging. In frustration, I backed up my data and reset the phone, but this did not fix the issues. I lost all my data on my C.P.U. and now seek assistance to recover it. This problem started suddenly over a month ago, and despite my efforts, I couldn't resolve it. Any prompt help would be greatly appreciated.

Hello. I've been using my Assurance Wireless phone since around November last year. Sadly, the female charging jack is worn out, and the phone cannot charge. After a repair shop in San Jose confirmed it couldn't be fixed, I've had no luck at the Assurance Wireless store. They provided two phone numbers that never answer. I urgently need a phone as I am unemployed and searching for work, unable to contact my girlfriend in Idaho who cares for her ailing mother. It has been over a month without a phone, and I fear my lifeline service is cut off. Please send a new phone to my sister's address at [redacted] Greenwood Ave, San Jose, CA [redacted]. Contact me promptly about the next steps. Thank you. - Jamesrubino50 [at]email.

I received a ZTE N817 phone with significant issues. The phone will not disconnect calls, leading me to remove the battery to end them. It dials numbers randomly and disrupts navigation through menus, often changing screens and preventing access to the dial pad. The device also overheats and distorts during calls. Despite my efforts, the phone remains dysfunctional. I borrowed a similar phone from my uncle and had no issues completing tasks effortlessly. My phone is defective. Additionally, the screen cracked, further impeding its usability. The voicemail feature is erratic, skipping messages without input. I am seeking a replacement due to these persistent problems.

Hello, my name is Verna Morsby. I recently contacted your customer service on 8/7/18 regarding an unauthorized deduction of $5 from my account. Despite reassurances from your representatives that the amount would be refunded, it hasn't been restored to my balance as promised. Additionally, I noticed an unexpected addition of [redacted] minutes to my account on my most recent check. These discrepancies have recurred in the past months, leading me to question the reliability of your service. I specifically opted to check my balance, not to add funds, but the error persists. The communication barrier with your representatives, possibly due to their accent, has added to the confusion. Moving forward, I intend to monitor my account balance online. I kindly request prompt rectification of this issue and the return of the deducted $5 to my account balance. Thank you for your attention to this matter. Sincerely, Verna E. Morsby.

I am having trouble reaching a human representative at Virgin Mobile or Assurance. I misplaced the original acceptance letter that came with the phone, and I need a copy of it. Unfortunately, it was accidentally thrown out by my home care worker. I am willing to provide my PIN for the phone, along with working out verification through a reputable source and sharing the last four digits of my social security number, which are [redacted]. I can both make and receive calls on my mobile. Assurance and Virgin Mobile are hesitant to believe that I am the rightful owner due to verification discrepancies. If needed, you can also reach me at my home phone number. Please advise me on the next steps for verification. Thank you. Dorothy H. Bucher, [redacted] River Road, Eugene, Oregon [redacted], Phone: [redacted].

I have noticed charges on my phone bill for calls made from a number I don't recognize to international destinations I've never called, like Zimbabwe and Dubai. I am puzzled as to how this unknown phone and calls were added to my account without my knowledge or consent. Despite being the sole account holder, I was not informed about these changes when I signed the contract. Additionally, there are other unexpected charges that were not disclosed by the Sprint representative during the contract signing. I have contacted customer service, but they seem unhelpful in addressing these surprise charges. I am unsure how to proceed in resolving these issues and having the charges removed. It is frustrating to deal with unexpected fees for services I did not agree to or use.

Hello, my name is Barbara Hardy, and my phone has not been working since about the middle of last month, July. I have been trying to contact Assurance multiple times but had no success. I lost my Wi-Fi connection at home due to having too many emails in my name, which I am trying to address. The phone being out of order made it impossible to leave a voicemail. I am currently residing in a nursing home, and my daughter, Wendy Daleske, usually assists me with these matters. However, she has been preoccupied with selling her house. I have a ZTE phone with both the PIN and model numbers, but I am hesitant to share them via email. I borrowed a phone from the head nurse, but the callback system was challenging as multiple people answered, often resulting in mistaken hang-ups. I am grateful to have resolved the Wi-Fi issues. I am still in the process of updating my information; please email me with instructions. Thank you, Barbara Hardy.

I've been experiencing issues with my phone, as even the essential apps have stopped working. Despite performing two complete resets within the last three weeks, this morning my phone, fully charged at [redacted]%, refuses to turn on. The ongoing problem of apps closing due to failures persists every day. I urgently need assistance as I'm unable to resolve this on my own. Please check my phone from your end. Kindly reach out to me on my landline at [redacted] or my cell at [redacted]. My name is Linda Pounds, and my Assurance 6 code is [redacted]. I no longer use email since November due to vision impairment from a stroke. Your help is appreciated! Thank you!

I recently contacted Assurance to block a harassing caller. However, during the process, my phone was accidentally set to no calling or texting. I cannot even reach out for help through [redacted]. When I was informed that changing my number was the solution, I declined as I want to keep my original number, [redacted]. Despite my attempts to speak to a supervisor, the call got disconnected. I am currently unable to make calls or send texts but can only reach out via email. I kindly request your technical assistance to resolve this issue as I have no other phone available. Thank you for your support. - V. Y. [redacted]