We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Cell Phone Equipment

imaginow / assurance wireless by Virgin Mobile

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cell Phone Equipment.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:04/09/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Had been having some issues with the company but for the most part things really got bad on April the 8 when services were cut off while I was on the phone.Called the number back and received a message stating that I was unable make a call because I didn't have any minutes and to my shock I called assurance to see what was was going on the first person I got didn't tell me anything so I asked to speak with a manager or supervisor but was unable to was just on hold so I hung up .I waited awhile and called back and spoke to a man and he told me that my acp has run out and I asked how is that it's not to end until like the end of the month and was told that I would get a text message about it and I never received anything like that and was also told that my acp services was transferred to another company which I knew nothing about by the name of entergraded path communications on the 4 of April and I was put on the basic plan which is 1000 min. Month and a certain amount of data so the customer service has been bad making excuses why I can't speak to a manager or supervisor telling me that it's going to take 7 days to put me back on the acp and if they're going to wait that long that's about the time that it will be ending So I have made several calls and reported them and talked to someone at acp and lifeline and been giving a number to give to someone at assurance wireless but that didn't help either so someone at acp told me that all that's happening is just waiting time because I have no service right now and all that's happening with the people at assurance wireless is going around in circles instead of handling the problem at hand and I ve told them the very same thing.

  • Initial Complaint

    Date:09/28/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    In the past four months I paid assurance wireless $39.99 to send me a new phone in the mail. They told me they cannot send me a phone and that they refunded the money but they have not. I then paid them $20 to send me a new phone and they told me I cannot have a new phone and they will refund the money which they have not.

imaginow / assurance wireless by Virgin Mobile is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.