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Is by far the worst company I have ever dealt with and this is why: On 3/29 My phone got stolen so I called to suspend it. On this call I spoke with Steve, I was told that about my options.

I asked about the upgrade since I am eligible for it. He told me that I could get the Quest Android phone as a replacement due to being eligible for the upgrade. I would only be able to get one device (either as replacement or an upgrade) once per account. However, the device was not available at that time and it would be early April.

I agreed to wait till April for a replacement as an upgrade device. For me it did not make sense to replace it with the same device since I am eligible for the upgrade and would not be allowed to upgrade if I simply replaced it. Since the replacement would cancel out my upgrade. On 4/24 I called back to find out what happened to the replacement/upgrade device.

I spoke with Supervisor Jorge, he told me I have to pay for it if I wanted to get the upgraded device. I explained everything and still would not listen to my request. I asked him to review my phone call from 3/29 (since they record all calls for quality) and to call me back with a resolution. He did not!!

He placed an order (without my knowledge) for a replacement for the same device as I previously had. By doing this he canceled out my upgrade. I WAS FURIOUS! On 4/25 I called back and spoke with Supervisor Ana, explained everything again (very exhausting) She told me to refuse the package upon delivery.

Once I have done that to call back and they can initialize the order for a Unimax Android phone (since that is what is available now) and that she would note the account in great detail so the representative would know what to do when I called in. On 5/3 I called and spoke with representative Day. She said there were no notes on my account as to what to do and I would have to pay for an Android device as a replacement if I did not want the same device I previously had. I disconnected this call!

On 5/4 I spoke with representative Jury and then Supervisor Elena, she put in a request to the โ€œBACK Officeโ€ since I cannot directly speak to them. It will take 3 days to hear back from them. I asked her to tell me what she wrote to them since they are supposed make a final decision. She said, โ€œ I put on there that you want an android device as a replacementโ€.

I told her ARE YOU KIDDING ME!!! That is not what I said, I requested the upgrade on my account and wanted the android device since I only get it once per account.โ€She told me, โ€œI am putting all that in the notes and they will review that informationโ€. I am so fed up with this process. My phone got stolen!

I called about replacing it and asked about the upgrade. I was told I can only do the upgrade once, so I requested the upgraded device either the Quest Android or the Unimax Android Phone and it seems impossible to get this done.

Does anyone in the Assurance Wireless office have a solution for this problem???? I am still having to deal with this problem no resolution yet!!!!!!!

Reason of review: Order processing issue.

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Guest

I hate. That there.

Having trouble but my ans is. Good and I like virgin pat b

Guest

i don't know my experience was opposite. I had the little kyocera phone (no touch screen or camera) and it was acting up.

I called in to ask for some options, THEY suggested replacing it. They sent a new phone and i got it a few days and it was an android phone. I called to set it up and they said that they also had to change my plan and that was how they were doing things at the time.

So I got a (super slow ) zte android phone. Maybe its because i didn't call with the primary reason being to try and get an android phone and let them come to that on their own.

Guest

Same *** issue still no resolution and I've been going through this since December.

Guest

Hi guys, as far as I know as I read all the comments and rants in here. actually that is right you will be eligible for one replacement phone every year but the thing is if you're a current customer or existing customer you will have to pay $25 for an upgraded phone but if you want it to be free then you will be receiving the same kind of phone that you had.

hope it helps. :)

Guest
reply icon Replying to comment of Guest-1350725

Suppose you have the upgrade phone from last year, do you get a replacement phone of the one you have apon renewing service?

Guest

I had to call the California Public Utilities Commission due to turning off my service but ***. Wireless kept taking the governments money.

The service was supposedly turned off but another company I wanted to get the free phone service from showed I was still receiving service. It took close to three months to get the darn service turned off so I could go to another company.

Guest

Am having same issues. However, I did record the calls and have now 3 different answers why they cannot send me a new phone.

1st answer: I'm not eligible for upgrade since I was sent a replacement about 4 years ago. 2nd answer: We're out of the upgrade phones, but I can buy one from them. 3rd answer: Assurance is now unable to identify an account with the number provided!

As to their first answer: The replacement sent was never used because it wouldn't charge and after 3 days on a charger turned into a ball of hot metal and plastic and almost caught fire.

Had to buy a phone at Walmart. As to second answer: How could they sell me a phone if they were out of them? As to third answer: They do not want to provide any further answers to my questions!

As of this morning I sent Assurance Wireless the e-mail that follows at the bottom of this comment and may I suggest anyone else with similar problems do the same.

Hi: I have great concerns over the fact that I am getting conflicting answers from Assurance Wireless representatives and that your e-mail states that you are not able to locate an account associated with the number I've provided.

Dear Assurance Wireless representative:

As the case may be, it would be in my best interests and all others that are having the same issues that I submit my complaint in written format by Certified mail to your office and copies of my complaint to the FCC so that they are aware of the troubles that need to be addressed and give Assurance Wireless some proper guidance to rectify the problems.

Please respond to this email with the correct address for receiving my written correspondence.

Thank you. "

Guest

ASSURANCE W S WORST POSSIBLE PRACTICES ... ONLY PROFITEERS; NOT SERVICE PROVIDER.

VIRGIN MOBILE IS THE THIEF HERE AND STATE PUCs KNOW HOW BAD THEY ARE. USA IS A POLICE STATE!

Guest

you can call all you want, they will not upgrade a current customer to an android phone. Only new customers get the android phones.

If you already have their service they will only replace your phone with a standard phone. I have been fighting them on this for a month or more.

It would be easier to understand if no one got the upgraded phone, but all new customers are receiving them free of charge. They want all current customers to pay money for the upgraded phone.

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