Business Profile

Cell Phone Supplies

Safelink Wireless

Headquarters

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Complaints

This profile includes complaints for Safelink Wireless's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

822 total complaints in the last 3 years.
170 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:12/09/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
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.
i applied a few months with enrollment # ********* and nothing ever happened and i don't know what to do. there's no way to contact this company. i submitted my ******** card but it doesn't have any expiration date and safelink just rejected my application with no further infor. i don't have a tax filing paper or anything else. please tell me what to do to get approved. i gave them all my personal information and they did not help me.
Business Response
Date: 12/23/2024

Dear *** *******,

We have received and reviewed your Better Business Bureau complaint.

This response is in reference to your correspondence dated December 09, 2024, regarding BBB Case number ******** complaint.

Your complaint states that your application for Lifeline a few months ago has not been completed. You were unable to contact SafeLink and your application was rejected without any information being provided.

We apologize for any inconvenience we have caused with the issue. We value customer feedback to support future improvements and to prevent similar issues from occurring in the future.

In our review, records show that you applied for the Lifeline program through SafeLink Wireless on 10/21/2024 but you were unable to complete the qualifying process through Lifeline, which resulted in your application rejection. You submitted a new application on 12/10/2024, and it shows that it was approved on the same date and officially enrolled on 12/11/2024. The approved benefits include Unlimited Talk and Text with 10GB/month of free data including 5GB of Hotspot. A FREE Sim card will also be sent to you via **** with tracking number 4202122292612903031358513037424166.

We have been trying to contact you by phone number ************** since 12/10/2024, but you were unable to answer our calls. Nevertheless, we can see that you were able to contact us back, but we were unable to provide complete assistance as you requested a callback on a different phone number;phone number **************. Further follow-up calls have been made through phone numbers ************** and ************* on 12/11/2024, 12/11/24, 12/13/24, 12/16/24, and on 12/23/2024 but we were no longer able to get hold of you again.

Furthermore, on 12/17/2024, we received your email response from one of the emails we have sent stating that you already contacted ******** and you are expecting to receive your package on that date or anytime soon. However, we have not heard anything from you since then.

Please know that we are more than willing to assist you with this concern, and we are doing our best to address it accordingly. Upon checking with ****, it shows that your package has not been delivered yet. Thus, we suggest contacting them directly to track your package. On the other hand, we can see no more issues with your Lifeline application, and you should be able to use the approved benefits as soon as you receive your FREE SIM card.

If you should still require assistance, you can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number ******* or Ticket number **********.

Based upon the foregoing, we will close this matter unless we hear from you.

Thank you for choosing SafeLink Wireless.

Sincerely,

Executive Resolution Department

Customer Answer
Date: 12/24/2024

Complaint: 22661502

I am rejecting this response because: i received the sim card but it doesn't work with my phone. i called for help but they couldn't help me. i have a different imei number than what i put in my application. the employee said they could not reassign the sim card to my different imei.

Sincerely,

*** *******
Business Response
Date: 01/03/2025
Dear *** *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated December 24, 2024, regarding BBB Case number ******** complaint.

Your follow up complaint states that you received the *** card; however, it would not work with your phone. In addition, you had a different phone IMEI than what you put in your lifeline application, and customer service is not able to assign the *** card to the other device you have.

Records show that you are enrolled in the Lifeline program with SafeLink on 12/11/2024, with monthly benefits of unlimited talk, text and 10 GB of data with 5 GB of hotspot. The Lifeline enrollment is associated with a phone with IMEI number ending in 3013; however, it is currently attached to another phone with IMEI number ending in 3632.

We spoke with you on January 3, 2025,via phone number ************; we discussed the matter with your account and service concerns. We transferred your ******** benefits to another phone per your request. The phone is working properly; however, you requested to use the other phone since the current phone has battery issues. Therefore, we created a ticket to send you a *** card, with reference ticket number **********. Please allow 3-5 business days for the shipment. You also agreed to contact customer service once you receive the *** card, to transfer your number and enrollment to the new phone.

If you should still require assistance, you can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number ******* or Ticket number 1311322816.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing SafeLink Wireless.

Sincerely,

Executive Resolution Department
Initial Complaint
Date:11/26/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
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.
My name is ***** Le (*****************************************; Contact Number: ************) and I was a Safelink Wireless Subscriber under the Lifeline Program for ******** Recipient, administered by ****************************************. I enrolled in the program with Safelink on October 2, 2024 with Enrollment Number *********. Safelink approved my application and sent out the physical SIM Card to me within a couple days with the preassigned phone number ************. I received the Safelink (Tracfone on ******** SIM card during the week of October 8 and immediately inserted into my phone to use the service.Around November 2, I contacted Safelink and requested to port in a phone number that I own - ************ - into Safelink to replace the preassigned number ************. The Techninal Support Representative at Safelink was very helpful and professional and he collected information from me to process the Port-In. He gave me a projected date that the Port-In will complete of November 7, 2024. On November 6, I received confirmation from the previous carrier that the phone number ************ was successfully released to Safelink per my request.On November 8, 2024, I turned the phone on with the current Safelink SIM Card that was sent to me since first day of service and it registered the new phone number ************ and I thought everything was successful. I, however, discovered that Safelink has intentionally RESTRICTED my service immediately after the old phone number ************ went off service and the new phone number ************ became effective on my account. Meaning: on my phone, if I look into the status screen, it has phone number ************, but IT ABSOLUTELY HAD NO SERVICE BECAUSE SAFELINK WIRELESS HAS INTENTIONALLY RESTRICTED OR DISABLED THE SUITE OF SERVICE FOR MY NEW PHONE NUMBER. Safelink intentionally rejected to verify my identity via my registered e-mail address ****************** so that Safelink could assist me over the phone.
Customer Answer
Date: 11/28/2024
Safelink Refused to Service Me as a Lifeline Subscriber. Safelink *********************** on My Phone Number and Would Not Verify My Identity via E-Mail Address On File

My name is ***** Le (*****************************************; Contact Number: ************) and I was a Safelink Wireless Subscriber under the Lifeline Program for ******** Recipient, administered by ****************************************. I enrolled in the program with Safelink on October 2, 2024 with Enrollment Number *********. Safelink approved my application and sent out the physical *** Card to me within a couple days with the pre-assigned phone number ************. I received the Safelink (Tracfone on ******** *** card during the week of October 8 and immediately inserted the *** into my phone to use the service.

Around November 2, I contacted Safelink and requested to port in a phone number that I owned - ************ - into Safelink to replace the pre-assigned number ************. The Techninal Support Representative at Safelink was very helpful and professional and he collected information from me to process the Port-In. He gave me a projected date that the Port-In would complete of November 7, 2024. On November 6, I received confirmation from the previous carrier that the phone number ************ was successfully released to Safelink per my request. On November 8, 2024, I turned my unlocked mobile phone on with the current Safelink *** Card that was sent to me since first day of service and it registered the new phone number ************ and I thought the port-in was successful and service was "All GREEN." I, however, discovered that Safelink had intentionally RESTRICTED my service immediately after the old phone number ************ went off service and the new phone number ************ became effective on my Safelink account. Meaning: on my phone, if I looked into the status screen, it had registered phone number ************, but IT ABSOLUTELY HAD NO SERVICE BECAUSE SAFELINK WIRELESS HAD INTENTIONALLY RESTRICTED OR DISABLED THE SUITE OF WIRELESS SERVICES FOR MY NEW PHONE NUMBER. I was not able to make or receive phone calls. I was not able to send out or receive any text messages. And my phone absolutely had no cellular internet data. I immediately contacted Safelink using a different wireless service and phone number, and reported the issue that my new phone number ************ with the current *** Card HAD ABSOLUTELY NO SERVICE: no calls, no texts, and no data throughput capabilities. The **************** Representative understood perfectly that I HAD NO SERVICE but she insisted that she had to verify my identity by sending a verification text message to the phone number that is registered with Safelink, and that was ************, and was with no service because of service restriction. I reminded her that I could not receive any text at this number. She said, as an alternative option, she would send a verification e-mail message to the enrolled e-mail address and that was ******************* I checked my e-mail, including the Spam Folder, and could not find any verification message from her. She assured me that Safelink did not restrict my service; it was simply a technical issue. She connected me to Technical Support for Troubleshooting. Troubleshooting asked me to remove the *** card and insert the current *** card into a different mobile device and see if it would work. Having two unlocked mobile devices that are CDMA/5G compatible, I still could not get an ************** status. The Technical Support Representative recommended that I purchase a replacement *** Card and I needed to speak to the ********** to do so. At the **********, I was then asked to verify my identity and again the representative insisted on sending a verification text to the registered phone number that had service trouble. I again requested to verify through e-mail instead. And she said she would not verify through e-mail. She advised she had to connect me with Enrollment for verification before I can place an order for the replacement *** card. On and on again, at ********************** I was asked to verify my identity. The representative agreed to verification via e-mail address, but again, I DID NOT RECEIVE a verification e-mail at my address. At that point, I realized that Safelink Wireless had refused to service me as a Lifeline Benefit Customer. I advised the representative that I had spent so much time on the phone, with my two working mobile devices, with my computer with telephony service that would enable Safelink to fully troubleshoot the issue but we could not get anything done. I asked her to un-enroll me from Safelink. AND INSTANTLY, I RECEIVED THE E-MAIL MESSAGE CONFIRMING THAT MY SERVICE WITH SAFELINK HAS ENDED. Safelink, however, had collected the full month of service up until December 7, 2024 from the benefit administrator, ****************************************. Safelink Wireless had orchestrated a Wireless Service Troubleshooting Saga over the air while I wanted to get the technical issue resolved quickly so that I could get some rest and get to work. November 8 was a day of distress talking on the phone with four (4) Safelink employees. SAFE BUT DEFINITELY UNSAFE. These employees, doing a *********** Liveshow like this, could have killed an elderly subscriber at Safelink. That was not a joke; it was a day of trauma.

REPORTED TO THE BETTER BUSINESS BUREAU

***** Le

November 28, 2024
Customer Answer
Date: 12/03/2024
Safelink has contacted me and worked out the issue to my satisfaction. Please close this case. Thank you!
Initial Complaint
Date:11/25/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
I'm a SafeLink customer & received a ********************** TracFone (ZTE Z557BL) in 2018 after becoming disabled and poor.During the pandemic SafeLink TracFone became SafeLink Wireless and merged with Lifeline/*******.I called SafeLink for help with the ******* migration & was sent a new phone (*** A3X). The original *** phone stopped working October 2024. I tried to power up the *** & was unsuccessful.Thurs, 11/14/24, I called SafeLink Wireless for help with the *** phone.After 2 hrs they determined the *** phone was defective & they'd send a new phone.Ref # ********** was given for a Replacement. They said it would arrive in 3-5 business days. However, the phone never arrived. During the call my contract was extended to 11/30/24.I wasn't told that (1) The *** phone is a T-Mobile phone and not serviced by ******* (2) That I would need to purchase a phone Today, Mon, 11/25/24, I received an email from SafeLink that my service is de-enrolled.I called SafeLink & was told my service was cancelled for not making a phone call. I said I was unable to make a call due to non-working phones & not receiving the new one. I was transferred to a person who handles Lifeline.She said I needed to purchase a ******* device and to call back once I've purchased a device. She stated that they no longer provide phones only service. She wouldn't honor/discuss conversations that took place on Thurs, 11/14/24.This was the FIRST time I learned that phones are no longer provided.The bottom of the SafeLink emails has contact info for ******* Ethics.I called ******* Ethics ***************) and they said that SafeLink concerns are not accepted. ******* Ethics referred me back to SafeLink ***************) and the circle began ********'s egregious to provide a non-working phone & then cut off phone service for not making a call. *******/SafeLink need to be accountable and not take advantage of the poor, senior or disabled recipients of SafeLink/Lifeline.
Business Response
Date: 12/11/2024
Dear **** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated November 26, 2024, regarding BBB Case number ******** complaint.

Your complaint states that you received a new phone because of ******* Migration but the phone turns out to be defective. You called and reported the matter, and a replacement phone was created but you have not yet received it.

Upon review, we found that a new phone was offered to you on 9/27/2023 and we found no record of activating that device. We tried to pull up the serial number found in the system, but no record was found; with that, this information needs to be verified. Additionally, we found no replacement phone request in your previous phone.

Meanwhile, the record shows that you reapplied for Lifeline with SafeLink Wireless on 11/25/2024, after the cancellation of your previous enrollment on 11/25/2024 due to non-usage. Your reapplication was approved on 11/26/2024 and a new Bring Your Own *** card was sent to your address. As per **** tracking number **********************************, the new *** card was delivered on 12/4/2024. The *** card is pre-activated and has your Lifeline benefits. All you need to do is insert the *** card into your ******* (TCL A3X) phone and turn it off and on to have service.

We attempted to contact you via phone at ********** and email *********************** on 12/3/2024, 12/4/2024, 12/6/2024,12/9/2024 and 12/10/2024 but with no success, and we only received one email response from on 12/4/2024, stating your thanks for the new *** and will try to use it next week with the ******* (TCL A3X) phone. You also asked for instructions on how to insert the new *** via email since you have a challenge communicating over the phone due to the heavy accent of our agents. By far, the SafeLink account shows no sign of service usage.

If you should still require assistance, you can contact ************** enter PIN 1900. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number ******* or Ticket Number 1309943499.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing SafeLink Wireless.

Sincerely,

Executive Resolution Department

Customer Answer
Date: 12/19/2024
Safelink Wireless ********************* ultimately sent me a new pre-activated SIM card (received from Tracfone Returns, *********, **).
The new SIM card works in the *** A3X phone that Safelink provided to me during the ******* migration (that did not work properly).
As outlined in my initial complaint to the Better Business Bureau, Safelink Wireless made several missteps, covered up their mistakes, refused to acknowledge my previous phone calls to them, dropped my service after granting an extension, gave me a veritable runaround and made an ill person jump through too many hoops. Safelink Wireless customer service located overseas is awful - - especially for a Lifeline customer. A person is transferred from department to department and representatives provide misinformation. Stateside customer support is needed for ******** customers. The only way the issue was resolved was to open a complaint with the BBB. Shame on Safelink Wireless!
Customer Answer
Date: 12/19/2024

Complaint: 22604860

Safelink Wireless ********************* ultimately sent me a new pre-activated SIM card (received from Tracfone Returns, La Vergne, **).
The new SIM card works in the *** A3X phone that Safelink provided to me during the ******* migration (that did not work properly).
As outlined in my initial complaint to the Better Business Bureau, Safelink Wireless made several missteps, covered up their mistakes, refused to acknowledge my previous phone calls to them, dropped my service after granting an extension, gave me a veritable runaround and made an ill person jump through too many hoops. Safelink Wireless customer service located overseas is awful - - especially for a Lifeline customer. A person is transferred from department to department and representatives provide misinformation. Stateside customer support is needed for ******** customers. The only way the issue was resolved was to open a complaint with the BBB. Shame on Safelink Wireless!

Sincerely,

**** ******
Initial Complaint
Date:11/25/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
I have been on the phone with Safe link wireless for hours trying to figure out why I have no service and my phone number is listed as ************ and they arent doing anything about it. I have a lifeline program through them and it says Im active and ready to go but its not allowing me to do anything. They sent me another *** card and the issue is with the actual service. They are telling me that I dont have any government benefits but I got approved and verified via the national verification program. They keep saying that I need to give them a code sent to my number but I keep telling me i dont have a phone number with them. I just got the *** card and nothing is active at all. They send me a replacement sim as well So basically, I have a service that I cant even use they send me everything I needed to use the service and still cant access anything. All they do is keep transferring me to corporate then back to regular agent they wasted 2 hours of my time transferring back and forth and doing ALL the troubleshooting steps. They dont have a solution at all for me. Nobody is telling me anything.Also, now when I log into my safe link account online, it wont even let me access my account without entering a code that was sent to my phone number, but yet i dont have access to that number because they never gave me service at all. My account has been approved and they have my government benefits. I dont want them miss using my benefits if I cant even access it or use the service. Why do they have my program attached to them earning revenue on my benefits that they refuse to help me with. All they do is transfer me back and forth for hours with no resolution.
Business Response
Date: 12/06/2024
Dear ****** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated November 25, 2024, regarding BBB Case number ******** complaint.

Your complaint states that you are approved for the Lifeline benefits under SafeLink Wireless,but your phone service is not working. A new *** was sent to you, but the issue was still not fixed, and now you cannot access your SafeLink account online because it requires a code that goes to the phone that doesnt work.

SafeLink Wireless account authentication policy operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated.

Upon review, we found that you applied for the Lifeline program on 11/08/2024 via web and the application was approved on 11/12/2024; due to your Lifeline enrollment, SafeLink will be providing you with the free benefits of unlimited talk and text with 10GB/month of free data and 5GB of hotspot data. Additionally, the record shows that you are to use a Bring Your Own Phone (BYOP) and we will supply you with a free *** card. As per **** tracking number **********************************, you received the SafeLink BYOP *** card on 11/18/2024, and the *** card was already pre-activated; ready to be use.

In an in-depth review, we found that a replacement *** card request was created on 11/19/2024 with reference number **********. As per *** tracking number 1Z85W83R0161737663, the replacement *** card was delivered on 11/22/2024. Your SafeLink account shows that the replacement *** card with number ending in 2152 was successfully activated on 11/27/2024 and is now connected to your SafeLink number ending in 1496. Upon checking the account; it does show no sign of usage for calls and text but has minimal usage for data.

SafeLink Terms and Conditions states that, If you are activating SafeLink Service with BYOP, you are responsible for ensuring that the Phone does not interfere with SafeLink Service and complies with all applicable laws, rules and regulations.

We attempted to contact you via phone at ********** and email ************************** on 11/27/2024, 11/28/2024, 11/29/2024, 12/02/2024 and 12/05/2024 but with no success. However, we received your email response stating that with your replacement *** card, the phone displays the error, emergency calls only. In our review, the SafeLink account is active and well provisioned in the network;using your address, we confirm that service is available in the area. Given that you are using two new *** cards, and your phone is still not picking up service, we would suggest you try using another phone.

If you should still require assistance, you can contact ************** enter PIN 1900. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number ******* or Ticket Number **********.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing SafeLink Wireless.

Sincerely,

Executive Resolution Department

Customer Answer
Date: 12/16/2024
I added another complaint on this business last night. Im still having issues with this company. They have not given me any service yet.
They keep wanting me to do all these steps to get the same results, which is no service on my phone
Safe link is paid for with my government benefit. So they are basically getting paid for nothing because they arent providing any service to me at all. No phone service.
Customer Answer
Date: 12/16/2024

Complaint: 22602687

I added another complaint on this business last night. Im still having issues with this company. They have not given me any service yet.
They keep wanting me to do all these steps to get the same results, which is no service on my phone
Safe link is paid for with my government benefit. So they are basically getting paid for nothing because they arent providing any service to me at all. No phone service.

Sincerely,

****** *****
Customer Answer
Date: 12/20/2024
They still havent been providing me service but yet are charging me for
it. They keep running around and playing games. They keep asking me for
a text code every time Im on the phone with them and I keep telling
them how can I receive a text if Im having no service at all. Then they
want me to verify my phone number to even get any help and I keep
explaining to them that I dont have any service! It says my number is
************. This is my 3rd complaint on this company. And NOTHING IS
BEING DONE ! What are my next steps? This company is a joke
Refund
Business Response
Date: 12/23/2024

Dear ****** *****:

We have received and reviewed your Better Business Bureau complaint.

This response is in reference to your correspondence dated December 16, 2024, regarding BBB Case number ******** complaint.

Your follow-up complaint states your service is still not working. All the steps provided have the same result and was unable to fix your service issue.

We apologize for any inconvenience we have caused with the issue. We value customer feedback to support future improvements and to prevent similar issues from occurring in the future.
Upon further checking your account, our records show that it is active and well provisioned in our system. The new SIM card we sent was properly registered and activated in our system.However, we were unable to verify any records of usage from your account. Thus,it would be best to speak with you directly.

We attempted to contact you by phone number ************** and email at ************************** on 12/17/2024, 12/18/2024, 12/19/2024,12/20/2024, and on 12/23/2024 but you were unable to answer our calls. You responded to one of our emails sent on 12/18/2024, stating that you still do not have a service, but we have not heard anything from you since then.

Please know that we are more than willing to assist you with this concern, and we are doing our best to address it accordingly. However, we need to speak with you directly to further check your phone and gather further details necessary to address the issue.

If you should still require assistance, you can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number ******* or Ticket Number **********.

Based upon the foregoing, we will close this matter unless we hear from you.

Thank you for choosing SafeLink Wireless.

Sincerely,

Executive Resolution Department
Initial Complaint
Date:11/23/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
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.
Phone: ************** Email: ************************ On November 14, 2024, I contacted Safelink Wireless to order my ******* A15, case, charger, and earbuds. I was eligible through the ***************** Program for the ******* A15, case, charger, and ear buds. That was on November 14, 2024. I haven't received them. I would like Safelink Wireless to send the ******* A15, case, charger, and ear buds to **** ***** ******** ***************************************** I would also like the tracking number.Thank you,**** ********
Business Response
Date: 11/27/2024
Dear **** ********:

We have received and reviewed your Better Business Bureau complaint.

This response is in reference to your correspondence dated November 23, 2024, regarding BBB case number 22596735.

Your complaint states that you ordered a ******* A15, case, charger, and earbuds through SafeLink Wireless but you have not received them. You would like to receive those items as you were qualified under the ***************** Program.

In our review, records show that you applied for the Lifeline program through SafeLink Wireless on June 20, 2024. The application was completed on June 21, 2024, with approved benefits of Unlimited Talk/Text with 10GB of FREE Data including 5GB of Hotspot. Account Transaction records show that you have been receiving the approved benefits with usage recorded monthly.

Furthermore, we were unable to see any records that show you were approved to receive a ******* A15, case, charger, and earbuds from SafeLink Wireless. Please be advised that since April 1, 2024, SafeLink Wireless only offers FREE phone to customers from ********** and Tribal lands. Moreover, phone accessories are not covered with the benefits offered by SafeLink through the Lifeline program.

We contacted and spoke with you on November 25, 2024, by phone number ************* and you mentioned that you were told that you will be receiving the phone with the accessories for free. However, it appears that you are not qualified to receive FREE phone according to the updated SafeLink FREE phone qualification.

We sincerely apologize if we cannot process your request. Please know that we are doing our best to address your concern.

If you should still require assistance, you can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number ******* and ticket number 1309456106.

Thank you for choosing SafeLink Wireless.

Sincerely,

Executive Resolution Department
Customer Answer
Date: 01/01/2025
I ordered on 12/13/2024 unlimited data to be added to the Safelink Wireless phone number ************. On 12/18/2024 without warning or notice, my Safelink Wireless service was disenrolled. I did not authorize the discontinuation of my phone service. I paid $22.56 and my phone line was disenrolled. I would like my service restored and $22.56 refunded to me. I did not have use for my phone in December 2024.
Business Response
Date: 01/10/2025
Dear **** ********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated January 02, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you paid for unlimited data on 12/13/2024 for $22.56 but your SafeLink Wireless service was disenrolled without notice. You would like your service restored and be refunded $22.56.

Upon review, the record shows that you applied for the Lifeline program with SafeLink Wireless on 6/20/2024 and was approved the next day;however, the enrollment was cancelled on 12/18/2024 because you opted to transfer the program enrollment to another service provider.

A customer may transfer his or her Lifeline benefits to another participating provider once per service month. The National Lifeline Accountability Database (NLAD) requires the customer's express consent before each Lifeline and ACP benefit transfer transaction occurs. By granting consent,the customer is recognizing that they will no longer receive their benefits through the previous service provider and this action may lead to the deactivation of his or her account.

In an in-depth review, we found that you received your Lifeline benefits for December and purchased a $20 SafeLink plan (unlimited talk and text / 30 days) on 12/12/2024.Please know that the moment you transfer your Lifeline enrollment on 12/18/2024, you cease to be eligible to receive the free benefits. However, you were able to maintain service because of your paid plan. The usage report also indicates that from 12/19/2024 up to present, you have continuously used the service. Your account is still active and provisioned in the system. Therefore, we have to decline your refund request.

We spoke with you on 1/07/2025 via phone at ********** and stated that you contacted Assurance Wireless and inquire about their Lifeline program which we believe was the reason for the cancellation of your Lifeline enrollment with SafeLink. With that, you were advised to process reenrollment,and you agreed to do it via SafeLink website, *****************************. We tried to make a follow-up call on 1/08/2025 but with no success and the email sent to ************************ have not receive any response. In addition, we do not see any record of your reenrollment.

If you should still require assistance, you can contact ************** enter PIN 1900. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number ******* or Ticket Number 1309456106.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing SafeLink Wireless.

Sincerely,

Executive Resolution Department
Initial Complaint
Date:11/14/2024
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
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.
Phone broke 4 months ago and I have been trying to get a replacement ever since.Between SafeLink and *** delivery, my replacement phone keeps getting lost in delivery and nobody has an explanation.Except to blame me or blame each other.Tracking number in August: *** TRACKING 1z7x28f00256927829. Lost twice during shipment.Tracking number in September: new tracking #1z7x28f00257581343. Lost twice during shipment.Thursday, November 14, a SafeLink representative placed a new order for a replacement phone but they didn't have a Tracking number. I called back and nobody can find evidence of the new order.
Business Response
Date: 11/26/2024
Dear ***** ******:

We have received and reviewed your Better Business Bureau complaint.

This response is in reference to your correspondence dated November 15, 2024, regarding BBB Case number ******** complaint.

Your complaint states that you have been trying to get a replacement phone to replace your broken phone, but it keeps getting lost in delivery. A SafeLink representative advised you that a new order was submitted on November 14, but no tracking number available. Upon making a follow-up call, you were advised that no records were found for a new order submitted.

We apologize for any inconvenience we have caused with the issue. We value customer feedback to support future improvements and to prevent similar issues from occurring in the future.

In our review,records show that the first request for your replacement phone was submitted on August 15, 2024. Multiple attempts were made to deliver the replacement phone to your address, but the delivery was unsuccessful. The *** website shows that they cannot deliver the package to the given address. *** provided an option to pick up the package at their Access Point, but no one came to pick it up.

We spoke with you on November 26, 2024, by phone number ************** and we were able to discuss your concern about your phone and your concern with your delivery address. Upon further checking, it was identified that the address format of the previous request was incorrect, which resulted in the failed delivery of the two (2) replacement phones that we tried to send to your address. Thus, we submitted a new request following the correct address format ensuring a successful delivery of your replacement phone; ticket reference number 1309524270.

Please allow 3-5 business days to complete the shipping process. Rest assured that we will monitor the request to ensure successful delivery this time.

If you should still require assistance, you can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number ******* or Ticket Number **********.

Based upon the foregoing, we will close this matter unless we hear from you.

Thank you for choosing SafeLink Wireless.

Sincerely,

Executive Resolution Department
Customer Answer
Date: 11/26/2024
I just spoke with SAFELINK (11/26). The issue is trying to follow through with the correct address format that *** requires. If I finally receive my package in 3 to 5 business days, I will be very, very happy ??
Customer Answer
Date: 12/13/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** ******
Initial Complaint
Date:11/12/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
Tried to port my phone number from Qlink to Safelink and I kept getting the service disconnected.
Business Response
Date: 11/22/2024
Dear **** ****,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated November 12, 2024, regarding BBB Case number ******** complaint.

Your complaint states that you attempted to port your phone number ending in 7945 from QLink to SafeLink Wireless;however, your phone service kept on getting disconnected.

We reviewed your SafeLink account,and our records show that you initially applied for the Lifeline benefits with SafeLink on 10/9/2024 and was enrolled on 10/10/2024; however, your phone service was discontinued after your Lifeline enrollment got transferred out to another service provider on 10/15/2024.

Latest information in your Lifeline enrollment shows that you reapplied and got enrolled on 11/12/2024, with monthly benefits of unlimited talk, texts, 10 GB of data, and 5 GB of hotspot.Your phone number ending in 7945 was activated to your phone on 11/11/2024, was transferred to another phone, and got transferred back to the phone associated with your lifeline enrollment on 11/19/2024.

We spoke with you on November *******, via phone number ************, and discussed the status of your account and service concerns. You confirmed that the phone number was successfully ported; however, you mentioned you had a different issue with the hotspot feature. To investigate and resolve this matter, an escalation was submitted.Please allow ***** hours for updates.

If you should still require assistance, you can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number ******* or Ticket Number **********.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing SafeLink Wireless.

Sincerely,

Executive *********************
Customer Answer
Date: 11/25/2024

Complaint: 22546366

I am rejecting this response because: the plan that is attached to my account is not the lifeline account but pay as you go service.

Sincerely,

**** ****
Business Response
Date: 12/02/2024
Dear **** ****,

We have received and reviewed your Better Business Bureau complaint.

This response is in reference to your correspondence dated November 25, 2024, regarding BBB Case number ******** complaint.

Your follow-up complaint states that your plan still shows pay as you go service and not the **************** plan.

We sincerely apologize for the delay in addressing your concern. We value customer feedback to support future improvements and to prevent similar issues from occurring in the future.

In our review, your account information shows that your approved Lifeline benefits is now properly attached. The service includes unlimited talk & text, 10GB of mobile data, and 5GB for hotspot service.
We contacted and spoke with you on December 2, 2024 by phone number ************** and you have confirmed that your issue has been resolved.The correct service plan is already available on your end.
We are delighted that we were able to assist you with your concern, and we appreciate your patience in working with us to resolve the matter.
If you should still require assistance, you can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number ******* or Ticket Number 1307256282.

Based upon the foregoing, we will close this matter unless we hear from you.

Thank you for choosing SafeLink Wireless.

Sincerely,

Executive Resolution Department
Customer Answer
Date: 12/03/2024

Complaint: 22546366

I am rejecting this response because: no action or plan has been developed to address the root cause of the delay in getting my services ported over from another carrier. It should not take move than a month to get my service. There was no attempt to compensate for the lost and inconvience.

Sincerely,

**** ****
Initial Complaint
Date:11/11/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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.
i was a customer of them, and having trouble with their phones , i called a lot of times, then i order a phone from them but refused it when the carrier *** brought it to be sent back to the company i called them and told them i return it and asked for a refund that has been over five business days and i haven't gotten my money back for that phone meanwhile the other reason i called was the phone they sent me doesn't keep a charge i put new wire and new charger and battery and it still loses energy i want the refund on the phone i return to the company
Business Response
Date: 11/22/2024
Dear **** *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated November 11, 2024 regarding BBB Case number ******** complaint.

Your complaint states that you had issues with your phone and decided to order a new one but refused the package upon delivery. However, you have not receive a refund for the phone.Additionally, you receive a replacement device that doesnt hold a charge.

In reviewing, on 11/15/2024, a warranty replacement phone request was created in order to replace your phone that does not hold a charge. Reference number **********. As per *** tracking number 1Z7X28F00256589212, your replacement phone is set to be delivered on 11/22/2024.

Meanwhile, we were able to retrieve details of an order placed on October 27, 2024, with order number *********. This order was for a ***** (N156DL-C110) phone, amounting to $31.79,with merchant reference number B2C2024102753288603. The record indicates that the purchase was refunded on November 6, 2024, in the exact amount of $31.79.The merchant reference number for the refund is B2C2024102753288603_BILL_CR_11849820.

We attempted to contact you via phone at ************ and ************, as well as via email at ****************************** on November 12, 13, 15, 17, 18, and 21, 2024, but without success. The only response we received was an email from you providing your contact number and preferred callback time. We have not heard from you since.

If you should still require assistance, you can contact ************** enter PIN 1900. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number ******* or Ticket Number 1308752536.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Safelink Wireless.

Sincerely,

Executive Resolution Department

Customer Answer
Date: 12/04/2024
I got so mad at the service that I called and cancelled my service with them. First of all the phone was given to me on accept the service that phone started to lose charge and wouldn't keep it. I called on it almost every week and was told that they would not help with it. So I thought to order a phone and the service didn't work with it. So I decided to buy a new phone but I refuse it because it was not my fault that the phone lost charge. At this time I got feed up with every thing and called to cancel my service with them. Too much stress. So I am done with them but feel that they are a bad company.
Customer Answer
Date: 12/05/2024

Complaint: 22538856

I got so mad at the service that I called and cancelled my service with them. First of all the phone was given to me on accept the service that phone started to lose charge and wouldn't keep it. I called on it almost every week and was told that they would not help with it. So I thought to order a phone and the service didn't work with it. So I decided to buy a new phone but I refuse it because it was not my fault that the phone lost charge. At this time I got feed up with every thing and called to cancel my service with them. Too much stress. So I am done with them but feel that they are a bad company

Sincerely,

**** *******
Business Response
Date: 12/13/2024
Dear **** *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated December 5, 2024, regarding BBB Case number ******** complaint.

Your complaint states that you cancelled your service due to the ongoing issue with the device. You stated that you refused the delivery of the phone you ordered because it was not your fault that your old phone stopped working.

We reviewed your account with phone number ending in 3232; it is already active on the replacement phone with IMEI number ending in 4765. On the other hand, we can confirm that the order placed on 10/27/2024 amounting $31.79 was already refunded on 11/6/2024, with reference number B2C2024102753288603.

We attempted to contact you via phone numbers ************ and ************, and have sent emails to ***************************** on 12/8/2024, 12/9/2024, 12/10/2024, 12/11/2024, and 12/12/2024, to discuss the matter with your complaint. However, we were unable to reach you, and have not yet received your reply to our emails.

If you should still require assistance, you can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number ******* or Ticket Number 1310250739.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing SafeLink Wireless.

Sincerely,

Executive *********************
Initial Complaint
Date:11/06/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
I applied for a Safelink wireless phone for my elderly friend. Safelink advertised a free wireless cell phone or *** card for individuals on ********* I filled out the application online and sent the required documents. I have uploaded a copy of the *** card and her enrollment number from Safelink.From 10/25-11/4/24, my friend and I called Safelink and Metro PCS multiple times for assistance in transferring providers. Safelink's representative instructed us to turn off the service from Metro PCS in order for their *** card to work in ******* cell phone. We were also instructed that Metro PCs had to "unlock the network"; obtain the pin number to transfer the phone number; and obtain her account number from Metro PCS. We followed ********************'s instructions. Metro PCS unlocked the phone on 10/26/24. We asked a representative from Safelink if the *** card would still work? ***** had to use the phone at least once a month in order to keep their service. We reminded the representative that it was the end of October and the cell phone needed to be working before November 1. 2024. The representative assured us that the *** card from Safelink would still work.On 11/1/24, ******* cell phone was taken to a local Metro PCS store. We were informed that only the *** card from Metro PCS was compatible. On 11/1/24,Safelink was called to inquire about a free cell phone, since *** card didn't work and her account was closed with Metro PCS. I was informed that Safelink does not supply free phones, only for residents of **. 11/4/24 I called Safelink and spoke to ******** who kept telling me that "I cant pull up her information." I asked to speak to a manager several times but the representative refused to transfer me to a manager. Safelink did not try to resolve this issue. On 11/4/24, I called Metro PCS to reopen ******* account with them. We are very frustrated and dissatisfied with the way Safelink handled this situation. Safelink's advertising for a free phone was misleading.
Customer Answer
Date: 11/18/2024
11/11/24 spoke to **** from safelink who said they would give ***** a new cell phone ship 3-5 days. 11/13/24 spoke to ******** who said processing with shipping company. I would receive tracking number in 24 hours or more. 11/18/24 spoke to ****, at first she said warehouse is not approving a new cell phone because she has a SIM card from safelink. ***** would have to re-apply. **** called back they are no longer providing free cell phones. ***** had to purchase her own phone & they would supply SIM card. Informed **** this is false advertisement. When ***** applied her enrollment email said free cell phone or SIM card. ***** cant afford to buy a new cell phone, senior on fixed income. **** said the program is available with SIM card & when ***** buys a compatible cell phone she can call back. Otherwise they are closing the case with BBB. I Informed **** we are not happy with how this case was handled nothing was resolved. Plus Lauras current phone is not working since we tried to use safelinks SIM card,
Business Response
Date: 11/18/2024
Dear ***** *********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated November 06, 2024, regarding BBB case number ******** complaint.

Your complaint states that you stated that you applied for SafeLink Wireless service for an elderly friend, as they advertised a free phone or SIM card for qualified customers. You contacted ********************** and Metro PCS multiple times to request assistance with transferring providers and porting your number. While you managed to unlock your Metro PCS phone, the device is not compatible with the SafeLink SIM card. You then requested a free phone, but were informed that SafeLink does not offer free phones in your state.

The SafeLink Wireless program is free of charge but limited to one **************** per qualifying household.With SafeLink, income-eligible customers receive a free cellphone or a Bring Your Own Phone (****) SIM, a year of service, and the corresponding plan.Please note that in states where we do not offer a free phone, the customer will only have the **** SIM option. When using a **** device, you are responsible for ensuring that the phone is compatible, does not interfere with SafeLink service, and complies with all applicable laws, rules, and regulations.

Upon review, we found that a SafeLink Lifeline application was created on September 4, 2024, and an approval was received on October 21, 2024. With this approval, you were awarded unlimited talk and text with 10GB of free data per month, including 5GB of hotspot data. Your enrollment was under the Bring Your Own Phone (****)program, so a free **** SIM was sent for you to use. Reference number 1307324738.

Based on our records, your SafeLink SIM card with number ending in ******************************************** 3890. However, if you are still planning to port in your Metro PCS number, please know that old phone number needs to be active with the current service provider in order to be eligible for porting to a new service ************ must have the Number Transfer PIN (NTP) code, account number, or Zip Code associated with the account. Without all the necessary information, we cannot proceed with the port request.

We contacted you on November *******, at the phone number ************, where you mentioned that your device is an old phone displaying 'Network Locked' when you inserted the SafeLink SIM card. Although you indicated that your previous carrier, Metro PCS, stated that the device is unlocked, we had to advise you that we cannot offer a free phone.Therefore, to use our service, you will need to purchase an unlocked phone that is compatible with our SIM card or buy a TracFone/SafeLink device.

If you should still require assistance, you can contact ************** enter PIN ****. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number ******* or Ticket Number 1308479279.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing SafeLink Wireless.

Sincerely,

Executive Resolution Department

Customer Answer
Date: 11/19/2024

Complaint: 22520498

11/11/24 spoke to **** from safelink who said they would give ***** a new cell phone ship 3-5 days. 11/13/24 spoke to ******** who said processing with shipping company. I would receive tracking number in 24 hours or more. 11/18/24 spoke to ****, at first she said warehouse is not approving a new cell phone because she has a SIM card from safelink. ***** would have to re-apply. **** called back they are no longer providing free cell phones. ***** had to purchase her own phone & they would supply SIM card. Informed **** this is false advertisement. When ***** applied her enrollment email said free cell phone or SIM card. ***** cant afford to buy a new cell phone, senior on fixed income. **** said the program is available with SIM card & when ***** buys a compatible cell phone she can call back. Otherwise they are closing the case with BBB. I Informed **** we are not happy with how this case was handled nothing was resolved. Plus Lauras current phone is not working since we tried to use safelinks SIM card,incerely,

***** *********
Customer Answer
Date: 11/19/2024
I sent more information to BBB yesterday in reference to my phone call with ****. If safelink looks at their records we did receive the transfer pin phone number from Metro PCS & account number to transfer Lauras phone & her phone was unlocked on 10/26/24 by Metro PCS. When I filled out the application for ***** online I was not given a choice to receive a free phone as advertised. Safelink or lifeline asked for the information on Lauras current cell phone to send a *** card. After multiple attempts & phone calls the *** card didnt work from safelink. So we asked for a free phone.I feel this is false advertisement that individuals on ******** will receive a cell phone or *** card when they dont give you the choice to get a free cell phone. We were Informed after enrolling that the free cell phone was for California residents only. This should been disclosed prior to going through the enrollment process. Lauras phone has so much static that you cant hear her and she can barely hear you. Her phone was not like this prior to trying to use Safelinks *** card. She is a senior citizen on a fixed income. Now she has to purchase a new phone. Safelinks program was supposed to save her money. I am very disappointed that this matter was never resolved. I would not recommend safelink to anyone. Read their reviews before you apply.

Business Response
Date: 11/27/2024
Dear ***** *********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated November 20, 2024, regarding BBB case number ******** complaint.

Your additional complaint states that you were not given an option to select a free phone upon signing up for the SafeLink Lifeline program, which is in contrast to what was advertised. In addition, the *** card you received did not work, so you are requesting to get a free phone.

Please note that as of April of 2024,new SafeLink customers will only be offered a free phone if they are from the state of California, or from a Tribal land. Customer that are not provided with free phone will be able to bring their own compatible device. The system will ask for the **** to ensure if the phone is compatible with the network; however,per Terms and Conditions, it is the customers responsibility to ensure that the phone is unlocked and can be used to the network.

Upon review of your SafeLink account,we determined that you applied for the Lifeline program on 9/4/2024, with the Bring Your Own Phone (BYOP) option. It was successfully enrolled on 10/21/2024 with a monthly unlimited talk and text plan, plus 10 GB of data and 5 GB of hotspot. Per ticket number **********, a BYOP *** card was sent to you to activate your phone and use it with your free benefits.

The *** card is currently active with a phone number ending in 3890; however, as per account notes, the *** card did not work or is not compatible with your phone. Therefore as courtesy, we submitted an escalation to send you a phone, per ticket number **********. Per *** tracking 1ZY870930200376063, the package was delivered to ********, **, on 11/20/2024. In addition, the phone was activated on 11/24/2024 with your phone number ending in 6228, and is associated with your Lifeline benefits. Usage Records also indicate that the phone is working and is being used.

We spoke with you on November *******, via phone number ************, and discussed the status of your account and service concerns. You confirmed that all the features of the phone is working.

If you should still require assistance, you can contact ************** enter PIN 1900. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number ******* or Ticket Number 1308479279.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing SafeLink Wireless.

Sincerely,

Executive *********************
Initial Complaint
Date:10/29/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
safelink wireless refuses to follow there own polices and procedures. I had my phone stolen so I need to transfer the numbers and balance to a new phone and sim and I don't have access to the stolen one. they have made it impossible to fix this problem.
Customer Answer
Date: 11/01/2024
I tried contacting customer service and the are still extremely difficult to deal with and refuse to comply with your regular policies instead the only want two phone numbers dialed the most and nothing else is being accepted.
Business Response
Date: 11/11/2024
Dear ******* *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 29, 2024, regarding BBB Case number ******** complaint.

Your complaint states that SafeLink Wireless made it hard for you to transfer your number and benefits from a stolen device to a new phone you have.

SafeLink Wireless account authentication policy operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated.

In reviewing, we found a SafeLink account with phone number ending in 9031 and record shows that you tried switching the service but failed due to account authentication failure. Later on, the account was completely deactivated on 11/03/2024. The ******** enrollment information attached to the account also shows that it was cancelled on 8/10/2024 due to non-usage.

Meanwhile a new Lifeline enrollment was created on 11/03/2024 under your information. The record shows that you are to use a Bring Your Own Phone (BYOP) device. A BYOP *** will be sent with **** tracking number **********************************. Reference number **********. The *** is pre-activated and has been given a new number ending in 3634. The new SafeLink account shows that it is active and is receiving Lifeline benefits.

We attempted to contact you via ********** and email *************************** on 10/31/2024, 11/03/2024, 11/04/2024, 11/05/2024, and 11/10/2024; however, we were unable to reach you, and you have not recently responded to our emails.

If you should still require assistance, you can contact ************** enter PIN 1900. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number ******* or Ticket Number 1308004534.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing SafeLink Wireless.

Sincerely,

Executive Resolution Department

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