Assurance Wireless Customer Service Issues

Hello, I am Eric Harvey, an Assurance Wireless Lifeline Customer. I recently reached out to three different customer service representatives regarding purchasing a replacement phone as my current device is cracked. The first representative informed me of a $39.99 fee for a replacement phone. After payment, I selected the Moxie M2160 phone. However, despite verifying my address, I received an email stating a different phone, the Schok Volt SV55, would be sent. The confirmation code for this unexpected phone is [redacted]. I am eager to have this issue resolved promptly. If unable to receive the original phone choice, I seek a refund and may consider changing carriers. Unfortunately, as the offices are closed, I am unable to reach customer service at the moment. Kindly contact me at [redacted]. Thank you for your assistance.

I recently received a phone from Assurance Wireless as part of a government assistance program. I am grateful for the service but having issues with the Shock V22 phone provided. It drains quickly and shuts down unexpectedly even when the battery percentage is decent. Since the battery is not removable, I can't troubleshoot it easily. I wonder if it's a refurbished phone. I would appreciate information on how to return it for a replacement. Getting a similar brand phone would be acceptable, but I would prefer trying a different brand if possible. I rely on this phone for communication, especially in emergencies. I appreciate the assistance and service provided by Assurance Wireless. Please assist me with this matter promptly. Thank you for your help.

My name is Eric Smith. My email is [redacted] The last four digits of my SS number are [redacted], and my DOB is 7/26/74. I recently received a phone from your company under the lifeline program. The phone is not charging properly, and even if it does, the battery runs out in an hour. This is a problem as I rely on my phone for work. I have switched carriers before due to similar issues. I would like to continue using your services, but I need a reliable phone that is not refurbished or cheap. Please consider providing me with a more dependable phone to retain me as a customer. If not, I will have to switch to another provider. Thank you for your attention to this matter.

I reached out to Assurance Wireless to request a replacement phone as my current one has stopped working. I received the replacement, but I've been struggling for days to activate it. The phone number provided with the device redirects me to T-Mobile, stating my account is not with them and that the SIM card is inactive. When I manage to speak with a representative, they redirect me to Metro, who then sends me back to Assurance. Unfortunately, I can't seem to reach a helpful Assurance Wireless representative. Being part of an assistance program, I rely on this service and cannot afford a new plan or phone elsewhere.

I recently purchased a UMX U696CL for $39.99 from Assurance Wireless as my previous phone was out of warranty. However, the phone I bought is terrible. I need a replacement urgently as this phone's battery life is bad, and the main issue is that the phone calls constantly drop in and out. The problem seems to be with the phone itself as my service is working fine. I have tried contacting support, but due to the phone issues, I can't stay connected long enough to get help. I don't have another phone to use in the meantime. Please send me a replacement phone to resolve this issue promptly. Thank you for your assistance. - M. Bengs

Company, Hello! I am a user of your services, my name is Li, and my phone number is [redacted]. I have been using the toll-free phone model IWKI provided by your company, but unfortunately, the phone is not functioning well. Despite speaking loudly, the other party always struggles to hear me, and the calls often get disconnected. This is particularly problematic when trying to reach government departments, as there are many callers and the line gets interrupted. I attempted to swap to another phone on Assurance, but encountered issues with the IMEI number, even though I am confident it was entered correctly. The Samsung Note3 phone I wish to replace has the IMEI number: [redacted]/05/[redacted]/2 and functions properly on T-Mobile. I am unable to communicate in English, so please reach out to me via phone to provide assistance. I have written this message with the aid of translation software and hope for your support. Thank you!

I am experiencing difficulties with my phone call quality. Conversations break up, making it sound as if I've muted or hung up. This issue caused me to miss important calls from my doctor's office and my disability lawyer, leading to missed appointments and benefits being cut off. This situation is incredibly frustrating as I can't effectively communicate or receive necessary assistance. I have been promised a replacement phone, but it has yet to arrive, leaving me feeling abandoned and neglected. This lack of communication is severely impacting my ability to work, access healthcare, and maintain essential support services. I'm feeling extremely isolated and helpless due to these ongoing phone problems.

I did not receive the tracking and shipping information for my new replacement phone from Assurance Wireless, as promised by a customer service representative around July 14-15, [redacted]. I used my neighbor's old Assurance wireless phone to ensure it was sent to the correct address on July 14, [redacted]. I've been a long-time customer with my Assurance account and qualify for Lifeline and ACP as a 65-year-old on a lower income. My current phone is malfunctioning, and after troubleshooting, a representative confirmed a replacement Moxee iPhone with unlimited text and talk time was on its way via USPS. I kindly request the shipping details to be sent to my email address promptly so I can stay in touch with my 88-year-old Dad who recently moved to Proctorville, Ohio. Please assist me with this issue urgently. Thank you.

My phone was taken and damaged by someone living in the same household. The screen is broken, and I didn't back up my data to the cloud. I need a replacement phone quickly, possibly overnighted by mail, as I may need the information for legal purposes. I had a Samsung Galaxy 10 Plus that I loved, but I now need a phone with better internet service, preferably 5G. My address is [redacted] E. Lamarcia Dr., Camp Verde, [redacted]. My cell number is [redacted]. I can only be reached by mail as there is no working phone. Email is not convenient as it requires driving to town. Thank you for your assistance. Kelly K.

I am a customer of Assurance Wireless, and they have completely cut off my reception even before I could switch to my new wireless company. Despite 8 weeks of promises, none have been met. I only had a working phone for 2 days out of those 8 weeks due to issues with two defective phones. The customer service I received was unhelpful. My account is prepaid until August 28, [redacted], but they have shut off my service completely, leaving me unable to even call [redacted]. I am seeking compensation for the last 8 weeks of inconvenience and stress. I had to choose between visiting my sister, who is battling cancer, and spending money on gas. I had to use my funds for gas, leaving me with nothing for the rest of the month. I hope for resolution and for the company to stop neglecting the disadvantaged. Communication with them has been challenging as there is no email available, and reaching them by phone has been impossible.

I ordered a phone a month ago, but it didn't work properly. I had to revert to my old broken phone until it stopped working completely. Following the instructions to return the old phone, I placed it in the mailbox, thinking it was for the post office, not FedEx. Fortunately, the post office contacted me a month later to collect the forgotten item, which turned out to be my phone intended for Assurance Wireless. Realizing my error, I sent it via FedEx, obtained the tracking confirmation, and was told to provide it for reactivation -- but 50 days later, my phone is still inactive despite having it in hand. After being with your service for over nine years without issues, this experience has led me to consider switching companies. The lack of assistance has had consequences, as I faced water and electricity disconnection due to the inability to contact me, despite being a blind and disabled person on social security. It's disheartening that resolving this matter seems challenging.

My Assurance Wireless account was abruptly canceled, and I am puzzled as to why. Despite numerous calls, I have encountered unhelpful customer service, misinformation, and frustration. I seek transparent explanations and the reactivation of my account. Unfortunately, accessing the website to manage my account has also been unsuccessful due to IT issues. The sudden cancellation without warning is concerning, as it could be critical in emergency situations. This situation is distressing.

I signed up with your company a week ago and received a phone within 3 days. However, the box did not include the sim card. After contacting customer service and being promised delivery within 7 to 10 days, I called again today to follow up, only to find out that my sim card request was never submitted. Despite being on the phone for over 45 minutes, I was told I would have to wait another week. The lack of efficiency and communication is frustrating, and I am considering leaving your company again. Additionally, the difficulty in understanding the customer service representatives based in the Philippines adds to the frustration. It feels like customer service is being outsourced without proper training. If I do not receive my sim card by August 24th, I will return the phone. The lack of accountability and customer service is unacceptable, and I may involve the media to address these issues.

I have two issues that I need help with. 1. I have moved to a new address at [redacted] 21st Street, Gulfport, MS [redacted], and need to update my information. I have proof of the new address in the form of mail that I can upload. 2. Unfortunately, my phone is broken and will not charge or turn on. The phone number is [redacted], and I would like to keep the same number. I have the broken phone and can return it if needed. I require a replacement phone with a larger screen as soon as possible since my main job depends on having a working phone. I am currently using a neighbor's phone as I cannot receive texts. I am unable to access my email, so please contact me at [redacted] for further correspondence. Thank you, S. Farlouis

I've had my phone for about five months and contacted customer service 12 times regarding my data issue. Despite visiting the agent who provided the phone, I was unable to resolve the problem. Today, I faced severe health risks while trying to navigate using GPS as my data stopped working unexpectedly, leading me to nearly faint due to heat sensitivity. I am disappointed that the phone, which was promised to have unlimited data, has caused more harm than good. Unable to access my account, I am urgently requesting to deactivate it as I seek a new provider. The situation has been distressing, and I am frustrated with the misleading information provided by the agent or Sekheem Mathews.

Hello, my name is James. I recently lost my Assurance phone and need to deactivate the number for privacy reasons. Despite purchasing a new phone, I encountered difficulty contacting Assurance since I can't recall my account pin. The phone number linked to my account is [redacted], which might assist in identifying my account alongside my email. If this information is insufficient, I prioritize deactivating the number regardless. Thank you for your assistance.

I purchased a Schok phone from you, and unfortunately, it's not working well. After speaking with a nice lady who promised to send me a better phone, I received the same one twice. When they changed the phone number, one had no number, and the other still worked. Upset, I called and spoke with a gentleman, lost my temper, and demanded to shut off the phones. Now, I have two of the same non-working phones. Due to a past fire and extended coma, my mental state is affected, and I acknowledge my behavior was inappropriate. Could I return the phones and start fresh? I am on SSI, SNAP, and Medicaid, and I truly need assistance. The first lady I spoke with was understanding and promised an upgrade due to issues with the brand. I'm sincerely asking for forgiveness; the coma left lasting effects. I rely on a borrowed phone for frequent burn clinic visits. I admit my mistake and hope to begin again.

I applied for service with Assurance Wireless, hoping to reinstate my account with them. After completing the application and being approved, I received no follow-up confirmation or communication. When I tried to check my application status online, I encountered an error message. The site instructed me to call [redacted] for assistance, but I don't have my account number or phone number yet. I understand that calling is an option, but with three young children, waiting on hold for an extended period is challenging. Any suggestions to resolve this issue without having to make a lengthy phone call?

I am a current Assurance Wireless customer who loves the service. I have encountered an issue with my plan being changed to [redacted] minutes instead of the unlimited plan I should have. I am disappointed with the customer service experience I had when trying to resolve this concern. I hope to be reconnected to my unlimited plan soon to regain access to the Internet, as it is crucial for me to stay updated on important emails. Thank you for your assistance. Louis B. (Note: For security and privacy reasons, avoid providing personal details like IMEI, address, PIN, and Social Security numbers in public forums.)

Hello, I am Ariana Avila Darley, and my current address is [redacted] Calle Fielder. I allowed a co-worker, who is homeless, to use my address to receive his mail, specifically his ID. He applied for an Assurance Wireless phone at a community event, and they approved it without verifying his address or asking for proof. Since he doesn't live here but used my address, it caused a problem as I am now unable to get my own Assurance Wireless phone as they believe we share the same household. I urge someone to assist me in rectifying this issue, as I can provide proof that this address belongs only to me and my son. I also request that the phone service provided to William Clayton in Las Cruces, NM, using my address, be discontinued promptly, as I am the rightful resident at [redacted] Calle Fielder. Your help in resolving this matter would be greatly appreciated.