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.

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.

Initial Complaint
Date:10/28/2024
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.
My number was changed without my permission it was ********** and my friends tell me it's now **********. I need my old number back
Business Response
Date: 10/31/2024
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 your phone number was changed without your permission, and you wanted to have it back.

We reviewed your SafeLink account; it is active with the phone number ending in 8192. Our records show that the phone was activated on 10/7/2024 with a new phone number ending in 0655. On 10/12/2024, a request to transfer your phone number ending in 8192, from ******* Wireless to SafeLink, with Port-in reference number **********. Usage Records indicate that the device is working and is being used.

We spoke with you via phone number ************ on 10/31/2024, and discussed the aforementioned. You confirmed that your phone number has already been retrieved, and that it is working properly.

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 *********************
Initial Complaint
Date:10/24/2024
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 HAD NO PHONE SERVICE FOR DAYS. PHONE IS DAMAGED BEYOND USAGE / REPAIR. SAFELINK REFUSED TO REPLACE ''LIFELINE'' PHONE. AND INSTRUCTED ME TO PURCHASE A TRACFONE @ *******. SAFELINK REFUSES TO TRANSFER PHONE #NUMBER AND SERVICE TO THE NEW TRACPHONE OBTAINED AT *******. I HAVE GONE AROUND IN CIRCLES WITH VARIOUS INCOMPETENT AGENT/REPRESENTATIVES FROM OTHER OUTSOURCED COUNTRIES. THY ARE NOT TRAINED TO HELP INDIGENT /DESTITUTE AMERICANS IN AN AMERICAN SUBSIDIZED PROGRAM FOR ''LIFELINE PHONES''. I HAVE A FORM OF BLOOD CANCER , AND I NEED THIS ''LIFELINE'' TO COMMUNICATE WITH FAMILY, AND MEDICAL FACILITIES. SAFELINK HAS A VERY BAD REPUTATION FOR CONSUMER COMPLAINTS IN THIS REGARD. I HAVE DONE WHAT WAS REQUIREDM AND STILL HAVE NO ''LIFELINE PHONE SERVICE''! I NEED SAFELINK CORPORATE TO STEP IN TO EXPEDITE RESTORING ''PROPER LIFELINE SERVICES''! THANK YOU! REGARDS: ****** ******** U.S, VETERAN
Business Response
Date: 11/07/2024

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

We have received and reviewed your Better Business Bureau complaint.

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

Your complaint states that SafeLink Wireless refused to provide you with a new phone despite having a damaged device. You purchased a phone from ******* as advised,but your phone number and service were not transferred to your newly purchased phone. Multiple representatives were unable to provide proper assistance and your service with ******** remains not working.

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 contacted customer service on October *******, to transfer your service and number to your new device. However, our representative was unable to process your request due to account authentication failure. Nevertheless, we can see that your SafeLink service is already attached to your new phone but with a new phone number. Thus, it is important to speak with you directly to provide further assistance.
Please be advised SafeLink Wireless customer account authentication policy operates under strict security standards to protect the integrity of its customers'information. Any changes to an account must be authenticated.

Furthermore,regarding your replacement phone request, records show that your old phone is no longer covered with the SafeLink one (1) year limited warranty. All SafeLink Wireless phones are only covered for a one (1) year warranty under certain terms & conditions.

To provide complete assistance with the above-mentioned concerns, we tried to call you multiple times by phone number ************ and email at ****************** on 10/29/2024, 10/30/2024,10/31/2024, 11/3/2024, and on 11/7/2024. However, you were unable to answer our calls, and we did not receive any response to the emails we sent.
Please know that we are more than willing to assist you, and we are doing our best to address your concerns accordingly.

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 1307881501.

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:10/22/2024
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.
This company takes advantage of low-socioeconomic status customers by preventing them from using their services. (Safelink is the branch of the parent company that accepts ********.) I had to replace my old phone as it broke, and I purchased a new one online because customer service and shipping from ******************** take forever. I purchased an unlocked phone that is compatible with GSM, which is what Safelink uses in my zip code. Because I'm a current customer, I already have a SIM card (and a BYOP SIM too). Activating service on my new device should take less than five minutes, but trying to do so has taken hours and it is impossible to get assistance through customer service.
Business Response
Date: 11/06/2024
Dear ***** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 23, 2024, regarding BBB case number ******** complaint.

Your complaint states that your old phone broke, and you purchased a new unlocked phone that is compatible with GSM; you already had a SIM and a Bring Your Own SIM too. However, it has taken a long time to activate the new device to have service.

In reviewing,your SafeLink account is active with phone number ending in 0722. The account is associated to a Bring Your Own Phone (BYOP) with IMEI number ending in *************************** 7696. The usage report of the account shows that the service is being used.

In an in-depth review, we found a record of your attempt to transfer your number to a BYOP device but as one of our agents verified its compatibility; it was found to be incompatible. The given IMEI number ends with 0990. You can have this information verified via ******** website, ****************.

We spoke with you on 10/28/2024 via phone number ************ wherein you requested a callback the next day. Follow-up callbacks were made on 10/29/2024 and 11/05/2024 but with no success. The email sent via ********************** has not received any recent response as well.

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 1307652122.

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:10/19/2024
Type:Customer Service 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.
I signed up with life link. They have an old phone number and will not access my account nor release my lifelink without it.
Business Response
Date: 10/22/2024
Dear **** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 19, 2024,regarding BBB case number ******** complaint.

Your complaint states that your Lifeline benefits could not be released from SafeLink due to having an old phone number that you could no longer access.

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 benefit transfer transaction occurs. By granting consent,the customer is recognizing that they will no longer receive their benefits through the previous service provider. The consent also ensures that the customer's benefits are properly transferred to the new service provider, so the customer can continue to receive their benefits without interruption.

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

We reviewed your SafeLink account with phone number ending in 1058; it was already deactivated on 10/19/2024 due to ******** benefits being transferred to another service provider. Our records show that you were enrolled in the Lifeline program with SafeLink on 10/9/2024, which got cancelled after you requested to transfer the benefits to another service provider on 10/19/2024.

We spoke with you via phone number ************ on 10/21/2024, and discussed the status of your account and service concerns. You mentioned that you were able to transfer your Lifeline benefits to another service provider successfully.

If you should still require further 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 ******* or Ticket Number 1307416853.

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

Sincerely,

Executive *********************
Customer Answer
Date: 10/22/2024

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. I just wish they would have fixed the problem before I needed to file. I do not want to cause anyone problems. I recommend allowing a way for the customer to access their account besides just a phone number. Allowing either a phone number or email to correct the log-in would have prevented all of this and they would have a new customer. A simple correction would fix my complaint and may help others. Good luck!

Sincerely,

**** ******
Initial Complaint
Date:10/15/2024
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 established service with SafeLink Wireless on 10/9/2024 and had my phone number ************ ported from Qlink Wireless on 10/12/2024. My cell phone service has been down since 10/12/2024 with SafeLink. I; thus, need SafeLink Wireless to let me move my ************ number back to Qlink. In order to do so, I need to provide Qlink the PIN and the account number which ******************** has refused to provide so that I could move my phone number back.Please help to get my cell number ************ moved back from SafeLink (which is owned by ******* Wireless) back to Qlink Wireless.
Business Response
Date: 10/21/2024
Dear **** ****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 15, 2024,regarding BBB Case number ******** complaint.

Your complaint states that you transferred you phone number and Lifeline benefits from QLink to SafeLink Wireless on 10/12/2024; however, your phone service is not working. Thus, you decided to switch it back to QLink; however, you got rejected when you asked for the account number and PIN required to transfer your phone number.

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

We reviewed your SafeLink account; it was deactivated after the phone number was transferred to another service provider on 10/17/2024, with Port-out reference number **********. Our records indicate that you requested to port out your phone number ending in 2949 to another service provider; however, your request was denied due to failure to authenticate the account. Nonetheless, your port request was processed successfully after successfully verifying the account, and your Lifeline benefits were also transferred to another Lifeline provider on 10/15/2024.

We spoke with you on 10/20/2024 via phone number ************, and discussed the matter with your complaint. You confirmed that the issue has been resolved already.

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 1307256282.

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

**************************************************
Customer Answer
Date: 10/22/2024

Complaint: 22424585

I am rejecting this response because the cell phone carrier did not accept mistake or wrong doing.

Sincerely,

**** ****
Business Response
Date: 11/01/2024
Dear **** ****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 22, 2024, regarding BBB Case number ******** complaint.

Your follow-up complaint states that the cell phone carrier (SafeLink Wireless)did not accept their mistakes and wrong doing.

Our records indicate that you initially requested to transfer your phone number ending in 7945 to SafeLink on 10/12/2024, based on Port-in reference number **********. However, the transfer process was unsuccessful; an in-depth review shows that your phone number has a Port Protection placed by the service provider,which caused the delay in activating the phone number to SafeLink. The Port Protection has been lifted after providing the correct PIN, and the activation of the phone number was successful as of 10/13/2024; however, you were unable to use the service yet since the SafeLink *** card has not arrived yet. Our records show that a *** card is being shipped to your address after you successfully enrolled in the Lifeline Program with SafeLink on 10/10/2024. **** tracking number **********************************,shows that the *** card was delivered on 10/16/2024.

The phone number has already been ported out to another service provider on 10/17/2024, per Port-out reference number **********. In addition, our records show that you reapplied and got qualified in the Lifeline program with SafeLink on 10/31/2024, with unlimited talk, texts and 10 GB of data with 5 GB of hotspot every month. Another ticket to send you a SafeLink *** card for activation is already created on 10/31/2024, with reference ticket number **********. We could not provide a tracking number yet, but please wait for 7-10 business days for the shipment of the new *** card.

We attempted to contact you via phone number ************ and email ******************* on 10/29/2024, and 10/31/2024,to discuss the aforementioned. However, we were unable to reach you. We received a call from you on 10/31/2024, and discussed our findings. You mentioned that you would try SafeLink again, so we provided you instructions to continue your service with SafeLink.

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 1307256282.

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

**************************************************
Initial Complaint
Date:10/14/2024
Type:Product 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.
On Sep 6 I called SafeLink to purchase a new phone, the cost was 29.. plus taxes came out 31 and change. After a month that I didnt received the phone, I called them, different dates and times in Spanish and English, nobody could help me to resolve the issue, because I was never sent the confirmation from the person that I spoke on the phone with. Ive been on the phone for hours from person to person and nobody helped. I got charged from my account and its on my statement. I never got the phone or my money back.
Business Response
Date: 10/28/2024
Dear ***** **********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 14, 2024,regarding BBB case number ******** complaint.

Your complaint states that you have not yet received the new SafeLink phone you ordered on 9/6/2024. You contacted customer service after a month; however, you still have not received the phone you ordered.

We reviewed your SafeLink account; it is active and provisioned in our system. Our records show that you are enrolled in the Lifeline program with SafeLink on 9/20/2023, and is currently receiving unlimited talk, text and 10 GB of data with 5 GB of hotspot.

In our review of the order you made online in the SafeLink Wireless website, we found out that the order was indeed placed on 9/6/2024, with order ID number *********. The order was associated with the *** tracking number 1ZY902R60233288333, and per *** tracking, the package was delivered at *******, **, on 9/10/2024.

We spoke with you via phone number ************ on 10/15/2024, and discussed the aforementioned. However, you mentioned that you never received it; therefore,we submitted an escalation to conduct an investigation, and proceed with the refund request. We have placed a restriction on the device, and on 10/28/********* refund amounting $31.98 was processed, with refund confirmation ID ****************. Note that these credit posts usually occur within 3-5 business days after processing; however, it may take up to ************************************* your account depending on your financial institution.

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 1307078525.

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

Sincerely,

Executive *********************
Customer Answer
Date: 10/31/2024

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:10/12/2024
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.
Well this is ****** again I sing up for lifeline though safelink said bring and unlock phone well they sent me T-Mobile sim and stopped domestic ***** which makes it useless where I live I tried to switch through safely ******* were total wireless had me through for 3 weeks and they said it wasn't available in my area so can you help me with this problem you cut another one thank you
Business Response
Date: 10/15/2024
Dear ****** *****:

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

Your complaint states that you signed up for ******** and received a T-Mobile compatible SIM card that was useless where you live. You tried to switch to ******* but were told not to be available in your area.

In reviewing, you applied for the Lifeline program on 9/22/2024 and was approved/enrolled on 9/23/2024. The program allows you to have the benefits of unlimited talk and text with 10GB/month of free data including 5GB of hotspot data. Based on the record, you are to use a Bring Your Own Phone device. In an in-depth review, the SafeLink account shows active, and usage report reflects that service is being used.

We attempted to contact you via phone number ********** on 10/14/2024 but with no success. However, you sent an email response using ******************* stating that assistance is no longer needed. You decided to switch to Air Talk.

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 1305545221.

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: 10/17/2024

Complaint: 22414868

I am rejecting this response because:

Sincerely,

****** *****
Business Response
Date: 10/24/2024
Dear ****** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 17, 2024, regarding BBB Case number ******** complaint.

Upon reading your follow-up complaint it somehow does not state the reason why you are rejecting our response.

However, we manage to speak with you on October 24, 2024, around 11:47 AM EST via phone number ********* and as per conversation, you mentioned that you are happy with the service you have on your phone now and you confirmed that all services are working well including calls, messaging and data. No further assistance is needed.

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 1305545221.

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:10/12/2024
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.
Safelink has literally TORTURED me over the last two months I HAVE spent countless DAYS OF MY LIFE begging agents to escalate my concerns......My communications have not worked properly for TWO MONTHS!!!!!!currently I am trying to port my services to another service provider, the PIN ******************** gave me like a month ago expired before receiving company could port in.....today I spent an hour BEGGING agents to escalate my concern, they simply COULDN'T UNDERSTAND, when I told them they would have to verify me with personal information or ESCALTE my concern. because the first tool they use is sending a TEXT after I explained MY SMS IS NOT WORKING!!!!!
Business Response
Date: 10/21/2024
Dear **** *******:

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

Your complaint states that you wanted to port out your SafeLink number and you need to have your Number Transfer PIN but you cannot authenticate your account via SMS.

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.

As per SafeLink Wireless policy, a phone number needs to be active with the current service provider in order to be eligible for porting to a new service provider. The customer 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-out request.

A customer may obtain their Number Transfer PIN (NTP) by texting the keyword "NTP" to ****** on the device in use. During the transfer, a text message will be sent to the phone with the 4-digit Transfer PIN. In case the phone is not capable of receiving the text message, the customer can also call customer care at ************** and use PIN ****** to receive the number by email. Additionally, customers can access their account number on our website through My Account option. Customers should be aware that their NTP PIN code must be used promptly, as it will expire after a certain period of time and will no longer be valid.

We reviewed your account; it was active. Our records indicate that you requested to port out a phone number ending in 4694 to another service provider. Our system initially denied the port-out request; it was not valid because you were unable to provide the correct account information. Although, the number was still ported out on 10/16/2024 with reference number **********.

We spoke with you on 10/17/2024 via phone number ************; we discussed the status of your account and confirmed the completion of your port-out request.

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 1304747515.

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: 11/04/2024

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:10/09/2024
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.
When I signed up, I was told I could port my number and use the *** in my own phone. I spent 1 hour on the phone with a representative who could barely understand what I was saying and couldn't answer my questions. So, I gave up and eneded the call. I tried back about a month later, and I literally spoke to 10 different representatives, each of whom gave me totally different information. This totaled up to about 4 hours, and my phone number still hadn't been ported. I called back the next day, and it was the same issue. I was finally told, after an hour, that it was impossible to port my number and that I would need to purchase a new *** kit or a new phone from them. I told them this doesn't make sense since this is a ***************** I was literally given the run around, and apparently, there are other customers who have experienced the same problem.Just FYI.. It is against the law for a phone company to refuse to port a phone number when a customer requests it; under federal regulations, carriers are required to port a number when presented with a valid request, meaning it is illegal for them to deny a customer's request to transfer their phone number to a new provider. Key points about phone number porting: Federal law mandates it:The *** mandates that all phone companies must allow customers to port their numbers when switching carriers. No refusal allowed:Even if a customer has an outstanding balance, the current carrier cannot refuse to port their number. Contacting the new carrier initiates the process:To port a number, a customer should contact their desired new carrier, who will then initiate the process with the current provider.
Business Response
Date: 10/17/2024
Dear ****** ****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 10, 2024, regarding BBB case number ******** complaint.

Your complaint states that you are having difficulty in porting your number.

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.

Please know that as per policy, a phone number needs to be active with the current service provider in order to be eligible for porting to a new service provider. The customer 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.

In reviewing, on 10/8/2024, the SafeLink number assigned to the account was deactivated to make way of your port request. This is to transfer the phone number **********. However, as we worked on the request a rejection message was encountered, Cricket Number Transfer PIN required or incorrect. Our ****************** tried to contact you on this matter on 10/9/2024 but with no success until the system cancelled the request on 10/10/2024.

We attempted to reach you multiple times via phone at ************ and email ******************** on 10/11/2024, 10/12/2024,10/13/2024, 10/14/2024 and 10/17/2024; however, we were unable to speak with you and you only responded to our email once.

To this date, the SafeLink account is without a service and your Lifeline application created on 8/13/2024 was cancelled on 10/11/2024 due to not having an active SafeLink service. With that, if you want the free SafeLink service back, you must reapply via SafeLink website (******************************)or call customer service. In addition, if you still want to proceed with porting your number, please make sure to have your most updated Number Transfer PIN.

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 1306847032.

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: 10/18/2024

Complaint: 22404133

I am rejecting this response because: this is completely incorrect. I was sent to several customer service **** who couldn't assist me. I was finally transferred to ********, which seemed to be the first *** who could fully understand me. She took all my info and said the port will be done in 24 hours. I got called back the next day and was on the phone for an hour with 3 difference ****, who were all on the phone at once, saying they can't port my number due to an issue. The *** canceled the port request and said to start over again. I called back the next day and gave the PIN from Criket to the customer service ***resentative, she then told me it's not possible because the *** can't be used in my own phone. The package I got when I signed up for Safelink was " bring your phone." So this doesn't make sense. Why wasn't I told this by any of the close to 10 different **** I had spoken to? She was telling me I had to go buy a new *** or new phone to port my number. This is ridiculous.
It is also incorrect that Safelink hasn't spoken to me. I spoke to a *** 2 days ago. Nothing is resolved. I told him that my account has been deactivated and that they can't refuse to port someone's phone number for the sake of profit. They have been calling me nearly every day. I think once is enough.
They have a horrible ***utation due to lack of professional customer service and I have spoken to others who have had the same problem with getting their numbers ported.
This is a violation of federal law and it should be made clear at the beginning if the customer has to buy new equipment.

Sincerely,

****** ****
Business Response
Date: 10/31/2024
Dear ****** ****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 21, 2024, regarding BBB Case number ******** complaint.

Your complaint states that you are having issues with porting your phone number to SafeLink Wireless, and customer support was not able to assist you properly in this matter. The issue has not been resolved yet and you were also required to purchase a new SIM card to complete the process.

In our review of your SafeLink account, it shows that your request to port-in your phone number ending in 8841 to SafeLink Wireless was initiated on 10/8/2024,with Port-in reference number **********. However, the request was denied due to Cricket Number Transfer PIN is required or is incorrect. Please note that unless the correct Number Transfer PIN and other relevant account information is provided, the Port request could not be completed.

In addition, as previously stated, your SafeLink Lifeline enrollment has been cancelled, and we have not found any new Lifeline application being processed.If you want to continue receiving free monthly Lifeline benefits, you may reapply for the program via customer service or thru online at ************************** .com.

We attempted to contact you via phone number ************ and email ******************** on 10/28/2024, 10/29/2024, and 10/30/2024, to discuss the aforementioned.However, we were unable to reach you and we 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 1306847032.

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:10/09/2024
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 accidentally left my safelink phone in a relatives house on 10/07/2024 after I was asked to use it. It was to be returned that night. I called another family member because no one answered my phone. I was told it was being used for illegal purposes. I'm a 67 yr. old woman who doesn't need to be involved in this stuff. I explained this to safelink and asked them to turn off the phone until it is returned. Because I have short term memory, I don't remember phone numbers and I told them that. Because I can't remember a number called they won't turn it off. And I can't report it lost either. Now if my family gets arrested, this number will be on file like I'm a drug dealer. Can you help me cut off this phone. The number is ************
Business Response
Date: 10/16/2024
Dear ***** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 9, 2024, regarding BBB Case number ******** complaint.

Your complaint states that you left your phone in a relatives house on October ****** and you wanted to turn it off to avoid unauthorized use, until you can retrieve it.

In our review, we found out that you are enrolled in the Lifeline program with SafeLink since 9/29/2023 and is currently receiving free benefits of unlimited talk, texts and 10 GB of data with 5 GB of hotspot. SafeLink Wireless customer account authentication policy operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated.

We spoke with you on October 14, 2024 via phone number ************, and discussed the status of your phone and deactivation request. You requested to deactivate the device as Lost/Stolen, and you were able to authenticate the account.Therefore, we processed your request, and advised to contact if you are able to retrieve it, or if you want to transfer the benefits to another device.

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

Please refer to email reference number ******* or Ticket Number 1306965923.

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

Sincerely,

Executive *********************

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