Assurance Wireless
Queja 280013 Detalles

I obtained and was approved for lifeline cell service with assurance wireless at the end of july, beginning of august 2013.

On September 10th, I received a notice from the California Lifeline program (see attached letter CaLifeline.pdf) indicating a request to change providers from assurance to Nexus. The letter also stated that if I did not request the change, I was to contact Assurance Wireless at 888-321-5880 and ask to switch it back (again, see attached letter CALifeline.pdf,the last line of first page through the first paragraph of 2nd page addresses this issue).

I then received a notice from Assurance wireless on Sept 13, 2013 indicating my service was going to be terminated.

I then contacted Assurance wireless on September 15th 2013, indicating I did not want my service terminated or switched, I explained to customer care that the switch was unauthorized and per California Lifelines instructions, I am requesting the service be switched back.

On September 17, 2013, OurTeamAssurance responded as follows but ignored my request to have the service switched back:

After reviewing our records, we confirmed that your Assurance Wireless
service was not approved because you have been transferred to another
carrier.

We definitely suggest that you contact the Universal Service
Administrative Company (USAC) Group O at 866-706-2187.

Once you get in contact with them, will be receiving the correct
information about it.

On September 18,2013, OurTeamAssurance repeated the above response and again ignored my request to have the service switched back per California Lifeline Instructions.

On September 19,2013, OurTeamAssurance again repeated the above response but then added that I now needed to re-apply with assurance if I wanted my service back.

On September 20,2013, I provided documentation to OurTeamAssurance (see attached letter nexus.pdf) indicating lifeline account associated with nexus is now terminated.

On September 20,2013 I faxed new application and documentation to Assurance Wireless

On September 23,2013, OurTeamAssurance confirmed that my fax and documentation was received. And that it would take a couple of weeks to process.

On September 24,2013, OurTeamAssurance sent the following email:
___________________________________________________________________________________
We reviewed our records and we noticed that your application has been
denied because you have been transferred to another carrier. You will be
receiving a letter in the mail indicating the denial reason along with
another application to apply for the service. If you still want
Assurance Wireless service, please fill out and return the application.

It was at this point that I realized that OurTeamAssurance Customer Care would not be able to help me and I also began requesting to speak with a supervisor only to be completely ignored.

I have retained all correspondence with OurTeamAssurance customer care should you need this information please let me know.

Clearly my first concern is to get my service back with the same phone and phone number

Secondly, Id like to know the policy on switching services as California lifeline indicates all I needed to do was call Assurance and request a switch back but Assurance would not do this, nor would they talk about it.

Thirdly, When a customer requests to speak with a supervisor and have their issue escalated, What is Assurances policy on this? My request was completely ignored and continues to be ignored. It was only through my internet research was I able to locate the email address [email protected]. A Person from Assurance Media Relations forwarded my request to the corporate executive offices which is how I was placed in touch with you.

Lastly, How could a professional entity associated with Virgin Mobile allow this type of behavior from its Customer Care personnel to go on. To completely and simply ignore repeated requests to do something as simple as speak to a supervisor is beyond unprofessional.

It is my expectation to have my inquiries answered