Assurance Wireless Customer Service Issues

I was approved two weeks ago to switch from AirTalk to Assurance. My friend, K. L., referred me and her boyfriend, R., on the same night. I was supposed to receive my phone in 5 to 7 business days, but it's been over 2 weeks, and I still don't have it. AirTalk has shut off my service, and now I'm without a phone. I had to download TextNow, and I can't call anyone for help. I can't even reach AirTalk to have my phone turned back on because Assurance hasn't sent me my phone yet. Do you have a local office in Ocala? If I don't have a phone today, I'll switch back to AirTalk and share my experience on my blog. This situation is unacceptable.

My Assurance Wireless Phone was stolen from my hand on the bus in Dallas, Texas 3-5 days ago. This situation is reflecting poorly on me. Please call me back to settle this matter once and for all. Email is draining my battery, so please contact me at my friend's number: [redacted]. I am Dawn Q. Hocutt, born on 01/26/[redacted]. I'm hesitant to provide more details as I'm unsure if this message will go through. Thank you for addressing this urgent and sensitive issue. Dawn Q. Hocutt

I have an ANS Artia 4GLTE model: ACK2326 with a broken port. I tried to repair it without success. I am hoping to receive a replacement phone from Assurance Wireless. I was informed about a $25 fee plus $10 for shipping. Unfortunately, since I am homebound and do not have a working phone, I am unable to call in to request the replacement. I rely on my phone greatly due to severe bipolar disorder and major depression. It would mean a lot if this process could be expedited. I truly appreciate the assistance Assurance Wireless has provided me. Thank you, Yvonne H.

I'm having issues with my Motorola G Pure phone and need a replacement. The constant problems are frustrating and hard to deal with. I would like a similar phone but with better performance if possible. Also, I have a discount from ACP for a tablet but unsure how to proceed with getting one. Looking forward to your response. Thank you!

I recently received my phone last week, and while using it to search on Google last night, it became extremely hot and uncomfortable to hold. After placing it down on my bed, I picked it back up only to find it frozen; I couldn't even turn it off. I removed the back and tried cooling it with a fan, but it still didn't respond. I've only had the phone for a week, and I am already dissatisfied with it. Do all the free wireless companies send out refurbished phones? It certainly feels that way. Please assist me as I cannot afford to pay for a phone; that's why I rely on your service.

I recently purchased a new phone, and it has been overheating and frozen. Despite contacting customer service four times, the call disconnects after providing my phone number. I switched from my previous service provider due to phone issues and I'm frustrated that I am being asked to buy a new phone. If I could afford a new phone, I wouldn't need this service. I just want a functioning phone without having to make an additional purchase.

My phone was sent to the wrong address. I am R. McPartland. My mailing address is P.O. Box 44, Stoystown, PA. I am qualified through Medicaid and SNAP, and all my information has been verified. The last 4 digits of my social are [redacted]. My email is [redacted] You can reach me at [redacted]. I had an interview with a live person in Johnstown, PA, and instructed them to hold the tablet as I work there and would pick it up. I have tried to contact them with no response. My mailing address again is P.O. Box 44, Stoystown, PA [redacted].

I received a defective device through the ACP program. My account phone number is [redacted]. The name on the account is Shawna Stewart. The account pin is 8**75. I have had this Schok phone for about 2 to 3 weeks. Initially, I had to wiggle the cord for the red charging light to come on. Now, the phone does not charge at all, rendering it useless. I urgently need a replacement phone as I am waiting for important communications concerning my child who is [redacted] miles away. Please assist me in resolving this issue promptly so I can stay connected with my family. Thank you for your cooperation. Shawna Stewart

Hello, my name is Christopher Shane A. My birthday is on August 3, [redacted]. I recently received an email mentioning that my phone number ends in [redacted]. Unfortunately, I never received my phone or SIM card due to being hospitalized for a few days. The items were delivered during my absence, and when I returned, they were missing from my mailbox. I have faced similar problems before, hence I actively monitor my mail. I have had to manage without a device or service, relying on borrowed devices and WiFi access. I am seeking assistance in obtaining a replacement and would appreciate prompt resolution to this matter. Kindly advise on next steps and if there is any possibility to reissue the devices. Please terminate any active service to prevent unauthorized use. Thank you.

I've been receiving numerous emails regarding my assurance wireless cell phone service, even though I lost the actual phone over 2 months ago. I've already contacted customer service to report the loss, but the emails keep coming. I can't provide the cell phone number as it has been a while, and I've misplaced the piece of paper with that information. My name is Christina M. Barron. I don't require a replacement phone as I've switched to Metro PCS and am satisfied with their service. I also looked into getting a tablet but haven't had any success. If you need further details, please reach out. Thank you.

My phone won't charge. Assurance Wireless advises me to clean the battery from dust, but that didn't fix the issue. I suspect the battery needs replacing. However, AW states they only replace phones, not batteries. When I message them directly, they inquire about water or physical damage to the phone, which isn't the case, and then they cease communication.

I recently had to replace my phone due to charging issues and had to pay $21.80 for shipping. Unfortunately, the phone was delivered to my neighbors on Oct 7, [redacted], but they claim they never received it. I was instructed by customer service to file a police report to prove the phone was not stolen. I have since submitted the police report via email and fax as requested. Now, I have been informed that I will not receive a refund for the $21.80 shipping fee. I am requesting a full refund for the shipping cost since I never received the phone.

I have called multiple times and have been abruptly disconnected by both the supervisor and the call agents. I have repeatedly requested NOT to have a charge put on my account for the ongoing issue with the Shok Volt phone. Despite being assured that I would receive an upgraded replacement phone, the phone still does not charge. To my surprise, when I inquired about the replacement, I was informed of a delivery fee, which seems to differ from the originally mentioned amount. It is unfair to expect payment for a defective item, especially when it was meant to be a complimentary phone for those in need. I am eagerly awaiting the prompt delivery of the replacement phone as promised. Additionally, there seems to be an unauthorized restriction placed on my phone, which I did not request.

I accidentally dropped my phone, causing the screen to crack. Upon contacting customer service for a replacement, I was informed I wasn't eligible. They initially quoted me $30, so I obtained a prepaid debit card. When I called again to purchase the phone, a different representative said it would cost $59, which I didn't have available on the card. After hanging up and calling back, a third person quoted $49, leaving me confused by the inconsistent pricing. As a loyal customer for nearly two years, I feel frustrated and disappointed by the varying information given. I am now left without a phone and insufficient funds to cover the differing prices.

I am hoping to transfer my phone number from Assurance Wireless, as my phone from them broke and I haven't received the replacement despite ordering it again. I appreciate Assurance's coverage in my area. I then ordered a phone from StandUp Wireless, received it promptly in 4 days, and am happy with their service on the T-Mobile network. However, I prefer my old number with Assurance due to its familiarity. I am looking into the possibility of using my old Assurance phone number with my new StandUp Wireless service.

I am experiencing an issue with Assurance Wireless regarding a refurbished phone I received a few months ago. The problem seems to be with the battery, which died on me. Despite following their instructions to return the old phone in a FedEx box, they claim they never received it. This has led to multiple frustrating phone calls where the problem doesn't seem to get resolved. As a long-term customer of ten to fifteen years, I am extremely frustrated and upset by this situation. I cannot afford to wait two weeks for them to decide on a resolution due to my medical appointments and need for a phone. I may have to purchase a cheap, reconditioned phone now. When seeking assistance, I prefer clear communication in English without a heavy accent, as it is crucial for resolving issues promptly.

I recently searched online for a phone compatible with Assurance. After finding a list of phones, I purchased an unlocked Moto G Pure on Amazon. Unfortunately, when I tried to activate it with my old Assurance SIM card, they informed me it was not compatible. Due to issues with my current phone's sound dropping, I couldn't fully understand their instructions for next steps. I'm unsure if I should contact them again next month to set it up. Now, I find myself with two phones and confusion on what to do next. This occurred on November 18th, [redacted]. - Alex

Hello, I wanted to share my experience with the phone I received. Even though I followed the boot-up procedure and it indicated that the phone was active, it has not functioned properly. I have been unable to make calls or use data, or even create a hotspot. Each time I attempt to make a call, it displays a message stating it is "not registered on the network." I understand the requirement to use the phone every 30 days, but despite this, it is still not working. I am seeking assistance in resolving this issue. Thank you.