Not resolved
Advertised vs Delivered
Billing Practices
Coverage Area
Customer service
Discounts and Special Offers
Diversity of Products or Services
Exchange, Refund and Cancellation Policy
Price Affordability
Product or Service Quality
Style and Design
Value for money

I contacted them by email 3 times or more and they STILL refuse to send a replacement phone if the consumer doesn't pay the new $5.00 S/H Fee. They keep giving me the same canned responses no matter how many times I ask!

I've been with Assurance Wireless for several years. My phone has been having technical issues and I really need a new phone. It has been well over 2 years since I requested a replacement phone, but when I call Assurance Wireless for help and an explanation, I have no luck. Even though they say that I'm eligible for a replacement phone, all customers are now required to pay $5.00 for alleged FedEx shipping and handling just to get a replacement phone. Seriously?! I'm about to switch to another Lifeline company because this is ridiculous. I never had to pay out of pocket for any of their replacement phones. It's bad enough that most of their phones don't tend to work properly. They are taking advantage of taxpayers and the poor and something needs to be done about it. And until something is done, consider going to another Lifeline if possible and file complaints.

By the way, Assurance Wireless sent me this canned email here:


Thank you for contacting us regarding your request, I am happy to


I understand that you wanted to received a replacement device. I would

like to set your expectation that if a customer is eligible to received

a replacement phone, he/she needs to pay for the shipping and handling

fee of $5. Starting 4/3/18, any Lost/Stolen/Out of Warranty Replacement

Orders will have a $5 Shipping Charge.

I understand how important it is for you to have a working phone,

however, as mentioned in the previous email, because we can offer a free

replacement to qualified customers, such as yourself, we charge a

nominal charge to cover all shipping and handling costs associated with

order fulfillment. The replacement phone itself will still be free of

charge, the $5 fee is only for the cost of shipping and handling. You

may process this payment as soon as you are able through the website or

with a live advisor in Customer Support at 1-888-321-5880.

If you need additional assistance, feel free to let us know how we can

assist you further or feel free to check "My Account" via for helpful tips to get your answers right away!


[agent's name]

Assurance Wireless Customer eCare Team"

Product or Service Mentioned: Assurance Wireless Cell Phone Replacement.

Reason of review: Warranty issue.

Monetary Loss: $5.

Preferred solution: Price reduction.

I didn't like: Lies and no service, 5 dollar shipping and handling for free replacement, Greed, Exploitation of the poor, Services and products not as promised and described.

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