Assurance Wireless Customer Service Issues

Archive 5

The following are issues that customers reported to GetHuman about Assurance Wireless customer service, archive #5. It includes a selection of 20 issue(s) reported May 27, 2019 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
My phone suddenly displayed no service, and I'm unsure if it's related to not sending my old phone back yet. Living in Jefferson City, MO, we are experiencing challenges due to severe weather like a tornado causing flooding and blocked roads. Feeling frustrated, during this time, I couldn't seek help. After reading reviews online, I decided to factory reset my phone, essentially starting over. I feel disappointed with the overall company as my son, who is graduating from the military, has limited communication time, and we're planning for his graduation. Having only one day a week to connect, it was distressing to have no service. I'm hoping for a prompt resolution from your team to address this situation fairly.
Reported by GetHuman2988889 on Monday, May 27, 2019 8:00 PM
I recently renewed my Assurance Wireless account both by paper mail and over the phone. However, after purchasing a new phone from Assurance Wireless, I encountered issues with accessing my account. Despite receiving a renewal message for February 5, [redacted], the system does not recognize my account as active. I have tried calling but have faced difficulty in reaching customer service. After finally speaking to an agent tonight, I was abruptly hung up on. I urgently need to continue service on my new phone and hope to receive assistance promptly. I would greatly appreciate a call tomorrow to address this matter as my old phone is insufficient due to medical reasons. Thank you for addressing this promptly.
Reported by GetHuman-teish on Friday, May 31, 2019 3:31 AM
My sister is experiencing homelessness and is using my address for mail. A replacement phone was supposed to arrive by Wednesday, but no one came for a signature, despite USPS claiming they attempted delivery. We would like the package held at the [redacted] W. Camelback Rd. location in Phoenix, AZ. Additionally, I need permission to sign for it on my sister's behalf due to her stolen identification. We have been struggling for six weeks to receive the phone, with numerous delivery issues and excuses. I have a valid license and will provide it when she visits for dinner. The current situation is causing stress and frustration, and we are seeking assistance with resolving this issue promptly.
Reported by GetHuman-drow_ on Friday, June 7, 2019 11:01 PM
If you get in touch with Assurance customer service, simply request a password reset following the verification process. I have always had a positive experience with them; just remember to be polite! They operate as the Lifeline division of Virgin Wireless and provide excellent customer service. I am planning to utilize their lifeline service once more. I hope to be able to discontinue my landline and maintain my broadband internet connection. Remember to store your passwords and login IDs in two secure but easily accessible locations.
Reported by GetHuman-psychouj on Saturday, June 8, 2019 10:13 AM
My phone malfunctioned, so I received a replacement. A few days later, I was notified that my phone line could be disconnected. After speaking with Assurance Wireless support, I was assured it wouldn't happen. However, on June 8, [redacted], my line was suspended. When I contacted a live agent, they wouldn't reinstate the service as promised. Even after speaking with a manager, no help was offered for my government phone. The situation is frustrating as both the agents and the manager couldn't resolve the issue due to poor communication and training. Now, I am without a phone until June 12, [redacted], with no definite date for a resolution.
Reported by GetHuman3054396 on Saturday, June 8, 2019 4:15 PM
I've had to call every day for the past month and each time I've been given conflicting information by multiple representatives. I've spent hours on the phone, even with supervisors, who ended up hanging up on me when they couldn't resolve the issue. After my first phone didn't work post factory reset, I was assured via chat that I could transfer my service to my own compatible phone if I bought one of your sim cards. However, when I tried to transfer the service to my LG Stylo 2, which is listed as compatible on your website, I was told it was impossible unless I bought a phone from your site. This contradicted what was promised in the chat conversation, which I can provide. After days of frustration, I was advised to exchange the second phone that was sent to me, as it also does not function properly. The lack of consistency among your employees is concerning, and I hope this feedback helps improve your customer service.
Reported by GetHuman3072985 on Wednesday, June 12, 2019 3:27 AM
I have contacted customer service multiple times to request a replacement phone as my current one keeps powering on and off. Despite being directed to the warranty department, I am experiencing difficulty completing the replacement process. Initially, I was told to pay for shipping with a $5.00 card, but upon calling back with the card information, I was informed that payment was not necessary. Unfortunately, I have yet to finalize my warranty claim as my calls go unanswered or I get disconnected after being transferred. I prefer not to use email due to memory issues. Kindly ship my replacement phone promptly or consider this my notice to terminate service. I was advised the process could take 7-19 business days, so considering today as the request date, I eagerly anticipate receiving the phone within the specified timeframe.
Reported by GetHuman-lisajbar on Tuesday, July 9, 2019 8:50 PM
Hello, I recently experienced a detrimental issue with my Kyocera phone which was purchased through your company. Approximately a month ago, my phone became irreparable. I reached out to customer service representative, Mary, to request a replacement device. Although Mary attempted to be helpful, a language barrier hindered our communication during the 45-minute call. Regrettably, my replacement phone has not yet arrived, causing concern since I heavily rely on it as a disabled senior for emergency purposes. It has been well past the expected delivery time. Please provide an update on the status of my order and address any further requirements promptly. Over the past six years, I have used Assurance services with my current phone and cannot continue to invest in a temporary solution. For communication, reach me via email at [redacted], as my inactive phone number is [redacted]. Your attention to this matter is greatly appreciated. Kindly ensure your customer service representatives are proficient in English for clearer interactions. Thank you.
Reported by GetHuman-rendinic on Wednesday, July 10, 2019 12:40 PM
I am experiencing issues with my Verizon wireless account and other accounts being linked without my authorization. Since [redacted], my nephew in the military has unintentionally connected my personal cell number to his family plan in Arizona. This connection has led to my old Apple ID and other accounts being involved in what seems like a suspicious web of connections. I am struggling to regain control of my data and suspect fraudulent activities. I am seeking guidance on how to untangle this mess and regain access to my photos and contacts. Any advice on resolving this situation would be greatly appreciated.
Reported by GetHuman3245870 on Sunday, July 14, 2019 4:14 PM
Hello, my name is Benjamin Carrillo. I've been trying to reach out to my girlfriend who is deaf using a deaf video phone, as well as my family members like my dad, cousin, and mom. However, I noticed that my phone has lost its dial tone and the phone screen is not showing any numbers when pressed. I'm concerned about not being able to make emergency calls or contact anyone. I'm planning to go to California to fix this issue. I'm not sure what's wrong with my phone or its dial tone. I need help activating my phone and ensuring it works properly. Although I don't have a pin number for my account, my girlfriend usually adds money to it so I can call, text, and use other features. I'm unsure about how to proceed and may need to contact customer services for assistance.
Reported by GetHuman3376084 on Tuesday, August 6, 2019 3:36 AM
I am currently part of your program. On the 12th, I called to inquire why my phone, provided by you, could not make outgoing calls. I was informed that I had run out of minutes. They mentioned checking to see if I could receive [redacted] free minutes, but the call got disconnected while on hold. Upon calling back, I explained the situation and was granted extra minutes until the 13th. Additionally, I was offered [redacted] minutes in exchange for turning off internet on my phone, which I was unaware of having. The [redacted] minutes were supposed to be added on the 13th, but when I tried to use my phone, I still couldn't make calls. I am perplexed as everything seemed fine during our conversation on the 12th, yet now I have no service. Your automated system advised me to reapply, so I tried online, only to be told I already have service with you. I am frustrated as I am currently without phone service due to what seems like an error on your end.
Reported by GetHuman3421178 on Wednesday, August 14, 2019 4:31 AM
I have not received my application by mail for a free government cellphone from Assurance Wireless yet. I provided my mailing address to a customer care representative named G.F. in June. It has been three months, and I have not received anything from Assurance Wireless at the provided address. When I try to call the toll-free numbers, I only hear music and cannot speak to a representative. I visited a representative outside the food stamp office in Nashville, TN, who told me to call the toll-free numbers. Despite trying to explain my situation, I have not been able to reach anyone. I need a cellphone urgently and have already tried to qualify through the verifier process. I am also part of the SNAP program. I cannot apply online or send necessary information as I have not received the application or any communication from Assurance Wireless. I was promised the application within 7 to 10 business days, which has not happened. I request that a manager from Assurance Wireless contact me immediately via email. Thank you.
Reported by GetHuman-wwwzach on Tuesday, August 20, 2019 4:50 PM
I was assisting my elderly neighbor, Gwen V., in activating her new phone with her existing number. After multiple unsuccessful attempts and being passed around to different representatives, the seventh person I spoke to was unhelpful and even rude. Despite their promise to call back, both of Gwen's phones were disconnected within an hour. It is frustrating that activating our phones became such a complex task and that we encountered unhelpful staff members. Gwen V. relies on her phone due to her poor health, so it is crucial to resolve this issue promptly. Please ensure that her new phone is activated and that the faulty one can be returned. Thank you for your attention to this matter. Rebecca B.
Reported by GetHuman-dyerbeck on Wednesday, August 21, 2019 3:52 AM
I have recently reported an issue but am unable to locate my previous report. It seems I may not have provided enough information, so I am providing it again for clarification. I had a phone with free lifeline service that was stolen, and I contacted customer service to report the incident. My phone number is 6[redacted], and I am Wesley S. located at [redacted] 4th Ave, San Diego, CA [redacted]. After being informed that it would take approximately 10 days to receive a replacement phone, I decided to cancel my account, assuming I could quickly obtain a new lifeline service phone from a street vendor within 3 days. Unfortunately, that was not the case. I kindly request that Assurrance Wireless reopen my account and provide me with a replacement phone if feasible, as having a phone is crucial for my safety and ability to seek help promptly in case of an emergency. Thank you for your assistance.
Reported by GetHuman-wshanest on Saturday, August 24, 2019 7:03 PM
I have a government-provided UMX phone that has been causing issues. I haven't had service for a while and have ordered a new Samsung Galaxy A10 6.2 from Amazon, which hasn't arrived yet. They promised it would arrive today, but it hasn't. I am wondering if I can still use the free service with my new phone once it arrives. My current phone has never worked well, and after one and a half days of it working, it stopped. It's been challenging to live without a phone. Thank you.
Reported by GetHuman3485830 on Monday, August 26, 2019 6:48 PM
I recently received a replacement device and had it activated. However, since then, I've been unable to send any text messages. Whenever I try, it gets stuck on "sending" and eventually says sending is disabled. I've tried changing from SMS to messaging but nothing works. I've contacted customer service multiple times, but no one has been able to assist me. The whole process takes minutes, and I constantly see a blue chat window when I just want to send a text. I'm frustrated as it's been days without being able to communicate via SMS. Any advice on how to resolve this issue would be greatly appreciated.
Reported by GetHuman-coloncha on Monday, September 2, 2019 11:17 PM
Assurance Wireless has once again mistakenly discontinued my Lifeline service, causing me distress. I need them to rectify this error by contacting the Lifeline administrator to restore my number and SafeLink account. This incident has disrupted my job applications as my phone now shows as disconnected. I plan to take legal action against them for their repeated unprofessional and unethical behavior. I will ensure they face consequences for their actions. Contacting them seems futile as they have been dishonest in the past. I am determined to hold them accountable this time.
Reported by GetHuman-debimari on Monday, September 2, 2019 11:24 PM
Regarding phone number [redacted] and account PIN [redacted]. In July, I reported that my phone was overheating, and a replacement was sent without requesting the old phone to be returned. I did not receive any communication instructing me to return the old phone, and only realized it needed to be sent back when my service was cut off a week ago. After mailing the old phone back, I received a letter stating I had 30 days to return it or face losing benefits. There was no prior indication that returning the phone was necessary, and now my service has been disrupted.
Reported by GetHuman-bztvno on Thursday, September 5, 2019 8:04 PM
Three weeks ago, I received an assurance phone that was activated, but I am unable to access the internet or use Facebook due to internet issues. I have called Customer Service three times on September 5th. After a 45-minute call with a representative who couldn't assist me, I was transferred to Tech Support, who informed me that all services in my area were down until September 9th. I called again on September 12th, and was told by another representative that services were still down in my area. She couldn't connect me to a Tech or a manager, claiming they were in a meeting. I was advised to wait another three days. I'm frustrated with waiting and talking. I ask for assistance regarding this matter. My name is Annie Lucas at [redacted] Boynton Ave. Apt. 15F Bronx NY [redacted]. The phone number is [redacted], which I was informed is a Sprint telephone number. Your prompt attention to this issue is greatly appreciated.
Reported by GetHuman3578217 on Thursday, September 12, 2019 7:40 PM
I have spoken to your team on the phone several times regarding my defective phone issue. When I initially called, I was reassured by a representative that a replacement phone would be sent, and I was told I could dispose of the malfunctioning phone. I discarded it the same day at the Elkhart County trash site. I even informed you of this through mail correspondence. Given that it is a government phone, I want to emphasize that I would never attempt to keep it dishonestly. I value the assistance provided by Assurance and the government to those in need globally. If I had been advised to return the phone from the start, I would have gladly done so. I understand there was a misunderstanding between your representative and me, but I am grateful for the support received. Moving forward, I will ensure to clarify instructions and confirm details multiple times to avoid any further confusion. I apologize for any inconvenience caused by the miscommunication.
Reported by GetHuman-metralb on Friday, September 20, 2019 8:14 AM

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