Assurance Wireless Customer Service Issues

The replacement phone I received in December [redacted] has been malfunctioning by cycling through apps and going online when it should be asleep. Despite contacting support and trying to switch phones, the issues persist. Recently, while attempting to install the SIM card into another phone, the card separated, raising concerns about it getting stuck. I have another phone and number available to set up temporarily to receive a replacement, but I also require a new SIM card due to the separation. Please contact me urgently at [redacted] to address the situation as I rely on phone service. Your prompt response is crucial so I can return the borrowed phone to my neighbors promptly. I've provided my security code as [redacted] under the account name Tina L. Jones with phone number [redacted] on Assurance Wireless. Thank you for your attention to this matter. Tina L. Jones

I have been attempting to return a phone for over two months. Despite several conversations promising to send a return envelope, I have yet to receive it. My address is [redacted] Sienna Ranch Rd. Apt #[redacted], Missouri City, TX [redacted]. I urgently need to return this phone to you. Each time I provide my address, it is still considered incorrect. During my last call on 03/18/[redacted] at 1:10 pm and speaking with a supervisor, the address issue was confirmed as resolved. If I do not receive the return paperwork this week, I will escalate the matter to your headquarters to speak with someone higher up in the chain.

I contacted Assurance Wireless for support because my phone wouldn't charge, marking the fourth time I've faced issues with the same phone model they sent me, all of which have been problematic. The first one didn't even turn on, the second lasted only three weeks before having the same charging issue, and the third had the same initial problem as the first. The most recent one worked for about two weeks before dying. Despite my request to speak with a supervisor for a different phone, the customer service representative I spoke with kept insisting he could resolve the issue but never connected me with a supervisor. I am frustrated with receiving the same faulty phone repeatedly. I recall being informed last year that I could pay $20 for an upgrade, and I am willing to do so. As the caregiver for my 92-year-old mother, having a reliable phone for emergencies is crucial.

I am currently experiencing issues with two individuals renting and operating out of the Manson store in Yuba City, California. Despite my repeated complaints to your company about their fraudulent activities, I have not received any assistance. I have decided to switch to T-Mobile and inform them about the scam these individuals are running, including charging $30 for upgraded refurbished phones and mocking customers. As a person with disabilities, being laughed at constitutes a hate crime. I demand my account be cancelled and a refund issued. Failure to address this issue will result in further actions being taken. Please contact me at [redacted] to discuss this matter promptly. I will not tolerate such behavior and will escalate this matter to higher authorities. It is imperative that your company takes responsibility for allowing such fraudulent activities to occur. Please cancel my account. Thank you.

I received a phone from you two or three years ago and used it for only a month before it was turned off. The services were deactivated, but I'm experiencing issues trying to get a new phone as it seems like the old one is still linked to my account. I no longer have the phone number associated with it. Veronica Rojas [redacted] W Valencia Dr #[redacted]-B Fullerton, CA [redacted] Contact: [redacted]

Hello, my name is John W. Pursey, and my Assurance account phone number is [redacted]. I am on SSI Disability. I have a Lifeline service with Assurance Wireless. My current phone, a Coolpad with an unknown model, is not reliable or user-friendly. I recently acquired a Google Pixel XL that I would like to use with my account. I am unsure how to proceed with this change and would appreciate guidance on how to transition from my old Coolpad to the new Pixel. I am willing to pay a small fee if necessary. Any assistance you can provide would be greatly appreciated. Thank you in advance.

I have been experiencing significant medical issues and back in December, [redacted] sent me a replacement phone after mine was stolen. The phone they sent overheated, causing blisters on four of my fingers. Despite speaking with multiple representatives and sending the malfunctioning phone back as instructed, the second phone they sent me had the same issue. I was assured by six different people that I would receive a better phone, but I never got it. It has been months and I still have not received any replacement phone as promised. This situation is causing me distress as I cannot communicate with my healthcare providers due to the malfunctioning phones. Please address this matter promptly. Thank you. L.T.

I have been using the Quest ZTE phone for almost a year without any issues. Recently, the phone has been unable to maintain clear conversations from both my apartment and a friend's house. This problem has worsened gradually over the past 5 to 6 weeks. Despite updating all settings, the issue persists, rendering the phone practically useless at my main locations. During a test today, the phone only worked when we were five miles away. As someone recovering from a stroke, it is crucial for me to communicate with my doctors. I urgently request a replacement device be sent to me so that I can continue my medical communication. In the meantime, I will return this phone for repair. Your swift assistance in this matter is greatly appreciated. Sincerely, James S. [redacted]

Hello, my name is S. Marshall. A little over a month ago, I received an ANS phone model L50. After about two weeks, it stopped booting up properly. After many frustrating hours on hold, I received a replacement ANS L50. After fully charging and attempting to activate it, I encountered an issue where making calls resulted in an error message saying "The number or code you have dialed is incorrect." Additionally, not all my information transferred to the new phone. I am not very tech-savvy and have been without a working phone for nearly two months. Any assistance in resolving this would be greatly appreciated. Please contact me through my partner's phone at [redacted]. Kindly initiate the call, as I don't have continuous access to his phone. He will bring it to me so we can connect. Thank you.

I was at the Tent representative's location in the parking lot at the Dollar Tree on Tully Road in San Jose, California, on 4/17/19 around 3 pm. They took my California ID and MediCal card, didn't provide any updates, and left with no forwarding information. Despite checking with Dollar Tree employees multiple times, no one returned my cards. The representative suggested I leave my documents with him while I shop, as he could easily have informed me before leaving. I rely on my ID for work and health appointments, and this situation has caused me to miss work and feel anxious. After numerous unsuccessful phone calls to customer service, I need your assistance in locating the representative to retrieve my documents. Your prompt help is crucial, as I am facing financial and health challenges. Thank you for addressing this urgent matter.

I am having ongoing issues with my phone service. Initially, I was told a new phone would be sent after submitting a new application, but this never happened. Instead, my old malfunctioning phone was reconnected. Despite speaking with customer service today to resolve this and receive the new phone, my old phone can no longer make outgoing calls. The process from the service disconnection to the reconnection has been problematic, taking two months to sort out my account. I am now left without a functioning phone and urgently need a replacement.

I received a replacement phone and tried to switch the SIM card with a Boost Mobile card, but it said it was locked. Following the instructions on your website, I called for assistance, but was informed my phone couldn't be unlocked. After reinserting your SIM card, the phone didn't work. Customer service reset the phone, fixing calls, but data remained an issue. Despite assurances of a callback and multiple attempts, no resolution was achieved. I was asked for a callback number which I didn't have. While seeking tech support, the call disconnected. I got a notification about a Sprint pay-as-you-go plan, hinting the SIM was linked to Sprint prepay. Requesting either a new SIM card, phone unlock, or issue resolution for service usage.

I was provided with a replacement phone. After changing the SIM card and encountering a locked message, I followed instructions on your website to call for assistance. Despite multiple calls to operators, my phone only had partial functionality. Tech support promised a callback that never came. When seeking further assistance, I was asked for a call back number, which I couldn't provide, resulting in disconnection. The SIM card seems linked to a Sprint pay-as-you-go plan. I require either a new SIM card, an unlocked phone, or a resolution to this problem to regain full service.

I have received FIVE replacement phones within the last month, and each one has been as faulty as the previous. For every new phone, I needed to purchase data to set it up, only to have them malfunction. During the last incident, my phone had 1.8G of data remaining when it failed. However, when the new phone was activated a week later, all my data had vanished. Despite waiting days for the data to reappear as promised, it never did. In frustration, I decided to purchase 2G of data, but it didn't show up on the new phone, and my money was wasted. After an hour of discussing the missing data with customer service, they refunded ten dollars to my account for the failed data purchase. Nonetheless, they claimed my 1.8G of data had expired and could not be reinstated. Despite the money and time I've invested into getting a functional phone, I was accused of deceit without the opportunity to speak with a supervisor. The customer service I received was truly disappointing.

My cell phone won't charge despite trying various chargers. The battery is fine as my son's identical phone charges without issues. The usb connector on my phone seems broken; the charger cable won't fully connect, causing the charging symbol to flicker. After over 2 hours with Asurance Wireless and a repair center, I am left with no resolution. Though promised a callback, the tech failed to reach out, demonstrating a lack of proper support. Seeking a refund for the phone purchase, I also wish to know where to return it. Due to the unsatisfactory assistance, I am considering switching service providers for better problem resolution. The tech's inability to address a basic connector problem and his failure to follow through with a promised call back have left me frustrated. -Kris R. Email: [redacted] Landline: [redacted] [redacted] Sw Valley St Camas, WA [redacted] PIN: [redacted]

I recently received my ANS phone through Sprint but have not activated it for nearly two weeks. The phone does not hold a charge for more than a couple of hours, and the back of the phone becomes extremely hot to the touch very quickly. Because of this, I have not activated it as it is not usable in its current state. I responded to a promotion from Virgin Mobile offering 5GB data and a 5-inch smartphone if I enrolled before a certain date. After researching for over three weeks, I chose your company based on high ratings and customer satisfaction. However, I am disappointed that the phone I received does not meet the advertised standards. I am willing to return the phone in its original box with the charger. I am requesting a replacement phone that functions properly along with the 5GB data and 5-inch smartphone. Unfortunately, I am currently unreachable by phone due to this issue. Please contact me via email at [redacted]. Thank you, Lori M.

I live in Glendale, AZ and Mesa, AZ. JoAnn has been causing us distress for a week since getting us to sign up with your company. She failed to provide the free phone promised, only gave us a sim card, and repeatedly lied to us. She duped us into buying a nonfunctional t-mobile phone, claiming it only needed charging. As senior citizens with heart issues, JoAnn has made empty promises to meet us to refund our $50 or replace the phone but has failed to do so each time. She claims to represent your company, and we implore you to assist us. We have been without a phone for a week, with no refund, desperately needing the phone for my wife's heart condition. Please contact us urgently via our email [redacted] regarding this pressing issue. JoAnn's deceitful actions have left us in a very difficult situation and we seek your prompt intervention to resolve this matter.

I received a replacement phone from Assurance, but it did not work even after paying $25 for a previous replacement. I followed the instructions to return the broken phone in the provided postage-paid bubble wrap packaging. I confirmed with the mailman that the package was accepted, as it was a low-traffic mailbox. Despite Assurance claiming they did not receive the phone, I visited the post office to observe the mailing process and saw that the package was handled properly and was not damaged. Since March, I have been promised by six supervisors to resolve the issue and restore my service, but to date, there has been no progress. My account has been terminated, leaving me, a disabled individual, without a vital lifeline. I plan to escalate this issue through media channels due to the mismanagement and lack of care I have experienced from Assurance Wireless staff. I urge someone with authority to address my situation promptly, as many elderly and disabled individuals rely on such services. Sincerely, Keith M.

My phone unexpectedly shut off while I was asleep. When I tried to turn it back on, it cycled through various screens but kept shutting off before reaching the main screen, even after attempting a factory reset. I'm at a loss for what to do next.

I have a broken ANS phone through Assurance Wireless's free phone plan. It has not worked for three weeks. I have made four attempts to receive an email with information on how to have the phone replaced. In Boston, the vendor told me that these phones are being upgraded to a different model. I have since moved to Beverly, MA, where there are no vendors that I know of. Unfortunately, without phone service, emails are my only form of communication right now. Would it be possible to provide me with a direct email address for the information I need to replace or repair this phone? I appreciate your time and really need some acknowledgment of this matter. Thank you.