Assurance Wireless Customer Service Issues

I lent my Assurance Wireless phone to my ex-spouse to help her out financially. Unfortunately, it seems she has been using it in ways that are causing issues for me, such as changing phone numbers and possibly misusing my personal information. I am concerned about the impact this is having on my accounts and email. How can I resolve this situation with the phone she has in her possession?

Approximately 10 days ago, a replacement phone was approved and shipped to me. Unfortunately, my current phone is no longer charging or turning on. I am eager to know when I can expect to receive the replacement phone. Alternatively, could a different phone be sent via expedited delivery so I can return the faulty one and the original replacement when it arrives? This urgent situation has arisen just before my important benefits re-enrollment phone interview, so receiving a new phone promptly is crucial.

I am currently in California for medical reasons and required a phone. Unfortunately, my Lifeline phone, which I had for only a month, was disconnected because I did not have the necessary California ID or driver's license. I am seeking assistance to: 1) Keep my existing number, "[redacted]," for my doctors, surgeons, and neuro team; and 2) Transfer my Assurance plan to the phone I received from the California government's Lifeline program, which is the Moto G Pure (XT2163DL). The ICCID is [redacted], IMEI is [redacted], and SIM number information is not available. If needed, I can provide proof of my medical visits. Your help with this matter is greatly appreciated as I urgently need full accessibility to contact or receive calls from my California medical team. Thank you. - Monica S.

I have been trying to get a replacement cell since January, but due to being out of state, they are unable to send it to my current location. I have had replacements shipped to my temporary address before, but now I am stuck as I can't receive a new cell at my current location. I have spoken to several associates and even a floor supervisor who hung up on me. Recently, I was informed that the replacement cell is on back order and could take up to 21 to 28 days. My cell is essential for communication with my loved ones, and being without it while away from home is challenging. I am not sure what steps to take next. Thank you for your assistance.

I am Richard Parlette residing at [redacted] White Rd, Olive Hill, KY [redacted]. My account pin is [redacted]. I applied for service with Assurance Wireless around a month ago and got approved for Lifeline and ACP service. My National Verifier enrollment ID is Q66[redacted]1. The phone, with tracking number [redacted]70, was mistakenly delivered to the wrong address by FedEx. Despite informing customer service multiple times, the issue remains unresolved. I have reapplied and been approved once more, but I kindly request that Assurance Wireless sends my phone using a different mail delivery service other than FedEx due to continued delivery issues with them. I appreciate any assistance in ensuring successful delivery this time. Thank you.

I would like to inquire about the status of my recent application. I applied for a new phone and requested a replacement for a stolen phone, as per the policy entitling me to a one-time lost or stolen phone replacement. I have submitted all required documents such as my ID, birth certificate, HIP status, SNAP status, and other necessary forms of identification. My name is Zachary M. Bussel, residing at [redacted] Chestnut St., Anderson, IN [redacted]. I am already enrolled in Lifeline and urgently need a phone, as I have been without one since January. The delay in processing my application is causing additional difficulties for me. You can reach me via text through a Wi-Fi app at ([redacted]) or by email at ([redacted]). I would appreciate an update on my application status. Thank you and God Bless.

I submitted my application over a month ago, almost two months now. I completed the online application but had to mail in my proof of residency and income verification. When I checked my application status online, I was prompted to call 1-[redacted]. After speaking with a kind lady on March 3rd, she informed me that my application was approved and she was personally handling it. She advised me that if I didn't receive any updates by Thursday, the 10th, to reach out again. However, no updates arrived, and now I'm being told I'm not in the system and need to submit another application. This process may seem simple to them, but for me, without access to a copier, it's challenging as this was my first time applying online. I'm 69 years old and struggling. Two of the representatives I spoke to were very rude, both male. The lady I talked to today was polite but couldn't assist me. I urgently need to see my doctor since I don't drive and sometimes struggle to make appointments. Thank you.

I urgently need assistance. I reside in Texas, and Assurance Wireless terminated my lifeline phone service WITHOUT JUSTIFICATION. Despite reapplying, my application was turned down. Assurance insists I reapply, but my eligibility has been continuous since [redacted]. They directed me to contact the Texas PUC for the reason behind the rejection, but Texas states the application was denied by Assurance and never reached the PUC. I am stuck in a loop of automated responses and phone numbers at Assurance, unable to speak with a representative. Simply submitting another application will not solve the issue. It is crucial I discover the cause for cutting off my service when I still meet all the requirements. Moreover, the new phone I received from Assurance is carrier locked. Omitting personal details for safety reasons. Assurance Wireless must clarify the reasons for the service termination and rejection, but I have been unsuccessful in reaching them.

My friend mentioned having trouble hearing every other word when we talk on my new phone, which wasn't an issue with my old one. By the way, I am currently in a physical rehab facility and haven't been outside since I got this phone. Thank you kindly, Cindy Ann Small I have not been outside since getting the phone. If it can't be fixed, can I get a replacement? Thank you kindly, Cindy Ann Small

I'm not sure what the original issue was, but I need a replacement if possible. Please advise. My screen is flickering and I'm unable to read it. Initially it was a little flicker, but now the screen is pushed all the way to the top and I can barely see the first five lines. Before this, the screen had multiple copies at one time, up to three. I can't retrieve any information or messages, and I have never had access to voicemail. I'm also unable to receive or retrieve voicemails.

I currently have a Lifeline phone through Assurance Wireless with the phone number [redacted]. While the phone comes with many features, the device itself, a wireless ANS 307AS, is quite old and difficult to use. I have an older iPhone 6 Plus that I would like to switch to. Upon selecting the "Swap/Update Device" option on the website, I was asked to enter the MEID number, which I input as [redacted][redacted] (verified). However, the system keeps indicating an issue with the MEID/ESN provided, instructing me to double-check and try again or contact Customer Care. Despite numerous attempts and even trying to reach Customer Care, I have been unable to make the switch. I am hoping to resolve this via email communication. Please advise on the next steps to proceed as I am eager to upgrade my mobile phone for the service. Looking forward to your response. Thank you.

Hello Assurance Wireless, I am unable to purchase a phone for myself, even a used one. I chose your company based on recommendations from friends and applied for a phone with the number [redacted]. Unfortunately, upon receiving the phone, I noticed a broken charging slot. While I initially overlooked this issue, I later found out that the phone doesn't charge at all. I am known for being very meticulous, and I believe this is a manufacturing defect. It has been two weeks since I requested a replacement, and I am without a phone connection. The situation is challenging as I rely on calls and texts for job hunting, especially since both my parents have tested positive for COVID-19, and I am unable to contact them. I am hoping for a different phone model, one without defects, as soon as possible. I trust that you will provide a good phone. I had high expectations for customer support in the United States, and I am becoming anxious as the issue remains unresolved. I urgently need a functioning phone within the next seven days, or I will contact the Association of Customer Rights.

I am confused as to why my phone was disconnected without warning. I called the Assurance Wireless customer service and was informed that my phone was shut off due to inactivity for 30 days, which is inaccurate. I have proof that I have been using my phone regularly through screenshots of my data usage. This situation has caused me to miss important calls and is very frustrating as my phone is essential to me. I hope you can rectify this error in your system quickly as I rely on my phone daily. Please consider turning my phone back on promptly. Thank you for your attention to this matter. You can reach me via email or, if possible, call me on the phone that was disconnected at [redacted]. Thank you.

I accidentally dropped my cell phone two days ago, and unfortunately, the right side of the touch screen cracked. Typically, this wouldn't be a problem, but now I can't input my access code to unlock the phone, rendering it unusable. I need a replacement phone urgently, but I currently don't have the funds to purchase a new one. I'm concerned about losing all the important information stored on the device, including work contacts, websites, and passwords. The phone still charges, and the screen displays the correct date and time. I rely on this phone for employment purposes, and without it, finding a job will be incredibly challenging. I appreciate your time and attention to this matter. Sincerely, Amanda L.

I received my replacement phone from Assurance on Friday, 3/25/[redacted], after reporting my broken device on 2/5/[redacted]. Despite multiple calls and delays, I managed to activate the new phone. However, I only noticed today, in the fine print of the insert, that I need to return the broken phone within 7 days of the shipping date, which was 3/22/22. Due to these time constraints, I will be sending it via FedEx tomorrow, but it may not reach you within the specified period. I hope my service will not be interrupted. The requirement for returning the broken phone should be more prominent and not buried in fine print. My phone number is [redacted], and if you review the notes on my account, you will understand the challenges I faced.

Hello, I am Elizabeth Chacon. My assurance phone number is [redacted], and my address is [redacted] Sonora Ave, Rancho Cucamonga, [redacted]. I have a concern regarding my locked phone displaying "emergency calls only" and prompting that no SIM card is inserted. Three days ago, my phone was functioning well, but now it's not. Despite contacting customer service multiple times, I have been passed around without a solution, which has been frustrating. It has been nearly five days without a working phone, and I have important calls to make. I used to have a Samsung Galaxy A21 that I would like to use instead; can they provide me with a compatible SIM card for this phone? I have heard mixed reviews about the phone I received and would like assistance in activating my Samsung device. I urgently need your help in resolving this issue.

I have a wireless account with Assurance Wireless, commonly known as an 'Obama phone', that has been transitioned to T-Mobile, which has caused issues for me. I was instructed to switch to a Samsung s10+ reconditioned phone due to this change. However, I encountered problems with the sim card, and after receiving a replacement, the phone displayed a locked message. Despite seeking assistance from Assurance Wireless, I was unable to resolve the issue with unlocking the phone. I have been receiving disturbing messages, even one that mentioned sending a sheriff to collect from me, which I found completely unreasonable. I simply want my phone to function correctly. I am willing to return the phone to Samsung if necessary and cover the postage costs. I request the address for returns. I urge T-Mobile to address these issues promptly and stop sending threatening messages. If the situation persists, I will escalate my concerns further. T-Mobile should improve their customer service to prevent similar problems for others. This behavior is unacceptable and must be rectified. Glenn Duke [redacted] Bristol St, New Haven, CT [redacted]. [redacted] (or [redacted])

I have been trying persistently to connect with Assurance. After losing my TruConnect service due to my phone dying, I'm unable to afford a new phone. I need help switching over to Assurance for my Lifeline plan. Every time I attempt the process online, I keep getting logged out. I believe speaking to someone on the phone is necessary. My name is Tiffani Kennicott. I urgently need to order a phone as I have been without one for a long time. I possess a Motorola phone that's locked to T-Mobile, and I'm unsure how to get it unlocked. I hope to keep my current phone number, [redacted]. Please reach out to me; I'm feeling lost and frustrated. For prompt assistance, please contact me at my email, [redacted]@gmail.com. Thank you.

I am in need of a replacement phone as my current one is malfunctioning. It struggles to turn on properly and often shuts off upon starting. Despite careful checks, the issue seems to be a mechanical failure affecting the loading process. Unfortunately, the device was accidentally submerged in water by my daughter recently. I promptly followed the rice-drying method and cleaned the phone extensively, but it still fails to connect properly or respond to activation attempts. As this is my sole means of communication and I have no alternative aside from email, I urge for urgent assistance with this situation. I have been a loyal customer for over two years and your prompt response is greatly appreciated. Thank you. - Kathleen Malouf K.

Hello, my name is Robert Clemens. I am experiencing an issue with Assurance Wireless. On March 23, I discovered I needed to reapply for the service. I completed the reapplication over the phone and was approved. I also changed my PIN. I provided a new address for the new phone but have been unable to get a clear answer on when the new phone or service will be activated. Every time I inquire, I receive conflicting information. I am frustrated that I am being told different things and considering switching to a different company due to this issue. I qualify for the service as I receive government Medicaid through CareSource and food stamps. My income is currently 0 due to health issues, and I am in the process of applying for disability or social security. I would appreciate a response to help resolve this situation. Thank you.