I had a horrible battle with Assurance Wireless for over a year. Every time I applied they would send me a new phone, not one I could use in my apartment (no reception). Why did I have to apply more that once, that is part of the whole ordeal I went through. The customer service over the phone is horrible, these folks know nothing. Going through facebook is a little better.
I sent back every phone they sent me (because I had my own that was approved for the service provider), except one because the package was damaged, called that in and gave the CS person all the information for that phone to be removed from my account. Well that did not happen.
With lifeline service you can only have one, the phone I didn't send back was automatically activated, how stupid is that! So I had 2 phones on my account, and kept getting shut down regularly. But no CS person could tell me why.
I finally contacted the BBB with the sad story (twice I had to do this), amazingly I was contacted by a Sprint CS person. And finally got my account straightened out. It was a fricken nightmare. Assurance is the lesser of all the evils in regards to lifeline service. And I've done a lot of research into what was available in my area, and I really liked my phone that I bought that functioned with the service provider.
Sprint owns Virgin, Virgin is part of Assurance Wireless. I love the BBB!