Complaint Review: Assurance Wireless - Mattoon Illinois

I began the process of applying for the Assurance "Lifeline" service in June 2013. I filled out the online form and faxed my documentation along with a note containing the automated application ID I was provided. The fax number was provided at the end of the application process along with a mailing address. I decided to send a fax thinking this would speed up the application process. I also printed confirmation to ensure the fax was delivered. After waiting about a week, I went back to the website to check the status of my application. There was no information available and it came back that there was no record of my application. I gave it another week and sent an email to inquire about the application. Again, I was told there was no record of my application and they had no idea where my faxed documents were. I was told they may have been discarded if they were not legible. Every document had my name and address on them so I don't see how that would be possible. They would also have record of the sender's fax number. Assuming there was a problem no one bothered to contact me.

I decided to try again and mailed more copies of my documents and another application in the envelope Assurance Wireless provides. The address on the envelope is as follows: Assurance Wireless, PO Box 7600, Mattoon, IL 61938-9807. I waited about a week and called to check the status. I was told again that there was no record of my application. The representative said he had some way to track my application via USPS and asked me to hold while he located my application. He proceeded to tell me that my application was still enroute and it should arrive by Tuesday, August 06, 2013. I was assured that my application would be processed as soon as it arrived and I would receive my telephone approximately a week after everything was verified. He provided me with yet another application ID.

When I checked their automated system to find the status of my application on August 7th, again it said there was no record of my application. I've checked numerous times and sent many emails requesting the status but I keep getting the same answer. They will send me another application and want more documentation.

After reviewing these emails I realize these service reps were lying to me from the beginning and never had any intention of doing their jobs. The representative on the telephone lied to me as well. He had no way to "track my application" and he had no idea when it would reach their service center. Also, those application IDs mean absolutely nothing. Not one of them has worked or gotten me any information. They give out random numbers to make you think they are actually helping you. If you read the emails you will notice how they keep asking me for the same information over and over again. That information includes my Assurance Wireless telephone number and PIN. I cannot provide this information since I have no account or service with them.

Obviously Assurance Wireless cannot be trusted to handle sensitive information and doesn't care about the importance of providing reliable service. I wonder how long it will be before I discover fraudulent information on my credit report. Worse yet, how long will it take me to clear it up?

It's companies like this that cause familes unecessary hardships and stress. After waiting for well over a month without telephone service. I am now back at square one and have to start another application process all over again.

I start a new position next week that requires me to have a telephone. I promised I would have all this taken care of within a week or so. Now I have to explain and hope this doesn't cause me to lose my position.

Here is a log of the emails sent within the last week:

EMAIL #1 - Still trying to remain patient...

ME: (Via the online inquiry system) 

I faxed in an application for the Assurance wireless lifeline plan and never got a response. I was told that I needed to submit verifications. I sent in an application a few days ago and would like to know how I can

find out what the status is. My other lifeline service has stopped and I need a telephone as soon as possible. Am I to assume that you have processed my application since my ...... service has been discontinued? I also requested that I be able to keep my old telephone number because I'm in the middle of a job search. Will I hear something soon?

ASSURANCE WIRELESS: Sat, Aug 3, 2013 at 2:26 PM:

Hello T.....,

Thanks for contacting Assurance Wireless Customer Care.

We are sorry for all the inconvenience that you have regarding this.

We can certainly help you to resolve your concern, but first we must validate the information, please reply to this email with the next information.

-First name:

-Last Name:

-Residential Address (state, street, Zip code, Apart. number) as complete as you can, this can never be a PO Box:

If you need additional assistance, feel free to let us know how we can assist further or contact us at 1-888-321-5880.  You can reach us Monday through Friday 6am-9pm PST and Saturday and Sunday from 6am-6pm PST.

As a reminder, please include your Assurance Wireless phone number and PIN on all replies.

Thanks,

Damaris D.

Assurance Wireless At Your Service

www.assurancewireless.com

EMAIL #2 - Becoming frustrated...

ME: (Via personal email) August 07, 2013

I've been trying to get Assurance service and I used someone else's telephone to call in the other day. I was told that my application was enroute and I was given application ID #.... When I check it still says there is no record of my application or account. I've sent verification documents more than once. The first time I faxed them, this time I mailed them.

I really can't wait much longer. This process seems to be taking an unusually long time. I am missing out on opportunities because I have no telephone service and I can't afford to get it on my own. I am unemployed and in the process of interviewing and testing for positions. This situation is seriously hindering my ability to communicate with potential employers. Isn't that what the lifeline program is supposed to be about? Of course I don't even have a telephone to call your company so I have to keep sending these emails and it doesn't seem to be getting me anywhere.

I'll give it a few more days and I'll have to try something else if there is no progress with setting up this service. I really don't want to go back to using  because their service was horrible and I wasn't receiving all of my calls or texts. The problem is, periodic telephone service is better than none at all and it only took a couple of weeks to receive my telephone and begin service.

If you have any new information please let me know the status of my application. There is no reason for me not to be eligible as I have no cash income at all and I'm receiving SNAP benefits. The documents I sent in will support that information but I'd like to remedy that situation as soon as possible. Having telephone service would help with moving in that direction. Please contact me as soon as possible. I look forward

to hearing some good news, hopefully.

Thank you.

ASSURANCE WIRELESS: Wed, Aug 7, 2013 at 4:41 PM

Hello T......,

Thanks for contacting Assurance Wireless Customer Care.

We are sorry to know about the delay in your application process. However, according to our system, there is no record of your supporting documentation. We suggest you send the information again. Please be

sure your name and the application number is clearly on the documents so it can be matched to your application.

 - Fax: 877-732-3018.

 - Mail: Assurance Wireless, PO Box 686, Parsippany, NJ 07054-9726.

If you need additional assistance, feel free to let us know how we can assist further or contact us at 1-888-321-5880.  You can reach us Monday through Friday 6am-9pm PST and Saturday and Sunday from 6am-6pm PST. As a reminder, please include your Assurance Wireless phone number and PIN on all replies.

Thanks,

Naomi H.

Assurance Wireless At Your Service

www.assurancewireless.com

EMAIL #3 - Disgusted...

ME: August 07, 2013 @9:08 PM

I'm sorry but I will not do that. As I said, I have faxed and mailed the information already. That should be sufficient. I will not have my personal information floating around without knowing its whereabouts. As I indicated in my last email, I will give this a few more days and will have to apply with another service.

ME: August 08, 2013 @ 6:10 PM

The information I faxed was sent to the EXACT number you just gave me. The envelope I used to send my PERSONAL information was sent in a PRE-ADDRESSED envelope provided with the application mailed from ASSURANCE WIRELESS. I have MULTIPLE applications and do not need another sent to my address. The envelopes I have in my possession have the same address you just provided so it is unlikely that my information was sent to another state. Even so, if what you claim were true, do you not have access to information sent to other divisions of your own company?