Complaints

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

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  Safelink Wireless

  9700 NW 112th Ave Miami, FL 33178

• 

  Safelink Wireless

  1500 NW Bethany Blvd Ste 200 Beaverton, OR 97006-5236

• 

  Safelink Wireless

  PO Box 220009 Milwaukie, OR 97269-0009

• 

  Safelink

  1258 S Greylock St Philadelphia, PA 19143-5112

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:10/08/2024

  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.

  I have been a customer of ********************** for ***** years, did a Re-enrollment 10/08/24 over the phone and after 3 calls and 2 hours of speaking with them I was told I was approved and to turn my phone off for 2 hours then turn it on and my service would be restored. It was not and is still not. Call number 4 to them i was the told That I needed to mail or fax them proof of my social security, food stamps, ******** and ******** and social sec. number. The national verifier does all this and my application # with them is Q48705-19602. It shows I was approved which means they verified through government records of these so-called papers they insist on. There is no reason to deny me service when the *** national verifier has already checked and approved this for my Lifeline support service.

  Customer Answer

  Date: 10/09/2024

  I was contacted by SafeLink today, 10/09/2024 and they stated that they could not pull up the information on The FCC national verifier website showing I am approved and that they received an error message.  I had no problem sighing into the national verifier and pulling up my account, copying the pages and sending it back to SafeLink's contact. So, I have proven my eligibility for lifeline service, but they continue to drag their feet regarding this matter. thank you.  P.S.  They requested that I go to the national verifier web page and make the copies to resend to their email address.

  Customer Answer

  Date: 10/11/2024

  I wish to add that in addition to your question on what kind of outcome I wish to receive in this matter I want to add that I demand a refund of $34.00 that I had to spend to purchase airtime to be able to communicate with SafeLink/Tracphone regarding this matter. The next day after I was forced to purchase airtime My matter was apparently resolved with SafeLink/Tracphone and they communicated that I was now once again re-enrolled with their service. This was not my fault that all these problems occurred with my account being shut off for at least 3 times over the last few months but with the inexperienced customer service personnel who did not know their job that forced me to spend hours on the phone jumping through all their hoops to become re-enrolled and spend 34 dollars to be able to talk with them since my service was terminated and I was forced to borrow other people's cell phone to regain conversation with the company and finally having to purchase airtime from their company to be able to use my phone and communicate with them.  Thank you

  Business Response

  Date: 10/17/2024

  Dear Garry Wayne:
  
  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 22398606 complaint.
  
  Your complaint states you
  reapplied for the Lifeline program with Safelink Wireless on 10/08/2024 and you
  were informed that your services would be restored. However, this never
  happened and you contacted customer support, but they informed you that you
  needed to submit the documentation.
  
  We reviewed your Safelink
  Wireless account; it is active and provisioned in our system. Records indicate
  that you re-applied for Lifeline on 10/8/2024; the application was pending for
  review. Nonetheless, you were deemed qualified, and the application was
  approved on 10/9/2024, with the free benefits of unlimited talk, texts and 10
  GB of data with 5 GB of hotspot. In addition, we found out that you purchased a
  $30 unlimited and reactivated your phone on the same day you were approved for
  the program.
  
  We spoke with you via phone number
  509-389-8024 on 10/11/2024, and discussed the status of your account and Lifeline
  enrollment concerns. We informed you that your enrollment was successful. You
  then requested refund for the plan you had to purchase, and we processed your
  refund request for the $30 plan with refund reference number 1833573799, and
  agreed to call you back to verify if you received the refund. On 10/17/2024, we
  spoke with you again, and you confirmed receipt of the refund and that
  everything was set up.
  
  If you should still require
  assistance, you can contact 1-888-251-8169 enter PIN 1120. Hours of operation
  are Monday to Sunday from 9:00 AM to 7:00 PM EST.
  
  Please refer to Email Reference
  Number 5423497 or Ticket Number 1306741496.
  
  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

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22398606, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Garry Wayne

• Initial Complaint

  Date:10/02/2024

  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 contacted Safelink this morning and was on the phone for 16 minutes total with two different people. I requested a hard copy of the incoming calls to my phone between 02 September 24 and 03 October 24. Neither agent was able to help me. My enrolment number is *********.

  Business Response

  Date: 10/14/2024

  Dear J *****:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 2, 2024, regarding BBB case number ******** complaint.
  
  Your complaint states that you are requesting your call records between September ******, and October 3, 2024.
  
  In reviewing, we pulled up your SafeLink account with phone number ending in 3082 and the account is active.
  
  Call Detail Records contain information specific to a single instance of a phone call (incoming or outgoing) or text message but do not include the content of that transaction. A call detail record might include the phone numbers of both the calling and receiving parties, the start time, and the duration of that call.
  
  Please know that to get your Call Detail Records, your account must be authenticated first. 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.
  
  We attempted to contact you multiple times via phone number ********** on 10/03/2024, 10/04/2024,10/08/2024, 10/09/2024, and 10/14/2024; however, we were unable to speak, and we have not heard from you. To address the matter, we need to speak with you directly for assistance.
  
  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 1306371990. 
  
  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:10/01/2024

  Type:Sales and Advertising 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.

  Applying for government free SafeLink program not getting anywhere with ***** the supervisor control number ****** and ******* same control number

  Business Response

  Date: 10/10/2024

  Dear **** **********:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 01, 2024, regarding BBB Case number ******** complaints.
  
  Your complaint states that you are not getting anywhere with your Lifeline application under SafeLink Wireless.
  
  We attempted to locate your SafeLink account by utilizing our tools using your name, address, number and email. However, there was no account found. In addition, the last Lifeline via SafeLink application information we found was done on 3/09/2023 via web wherein the application was rejected on 4/23/2023 because required documents were not submitted within the ***** period limit.
  
  Please note that National Lifeline Accountability Database (NLAD) requires applicants to provide accurate and complete information to verify eligibility for the Lifeline program. Having incomplete or missing information on the household worksheet,proof of identity, or proof of address can cause processing delays.
  
  We have attempted to contact you multiple times via phone number ************ and email ************************ on 10/02/2024, 10/03/2024, 10/05/2024,10/07/2024 and 10/10/2024 but you have not responded to our calls. However, we received an email response from you stating that you have been trying to get service from SafeLink and that you need a phone and a new SIM card. Please know that your eligibility for a free phone depends in your state. Upon re-enrollment if a free phone offer is available then you can get the phone otherwise what you will get is a Bring Your Own Phone SIM card. To process reapplication, you can go to the SafeLink website (******************************) or call customer service for assistance.
  
  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 1306310606. 
  
  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:09/28/2024

  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.

  Mt mother and i,80 and 60 with health issues,live alone,our only form of communication. We follow all the rules for free phones and services, since Sept of 23,we have had nothing but problems since,we go to use our phones,they r shut off every time,every month since.They are playing with our health and lives. Last time I talked to them said phones were ok,and have to recertification in 2025.This needs to b settled once and for all,or I will b calling a lawyer, for elderly neglect and abuse, to two people.They can and will not get away with this.This is NOT a threat its a promise,I made to my 80 yr old mother,who lives alone with these phones are our only contact, we r both on a very limited budget or we would have gone elsewhere for phones.

  Business Response

  Date: 10/23/2024

  Dear ******** *****:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 09/29/2024 regarding BBB Case number ******** complaint.
  
  Your complaint states that you and your mother have Lifeline free benefits; however,your phone service gets shut off every time.
  
  We reviewed your SafeLink account; it is active and provisioned in our system. Our records show that you reapplied and got reenrolled in the Lifeline program with SafeLink on 9/12/2024, with monthly free benefits of unlimited talk, texts, and 10 GB of data with 5 GB of hotspot. Transaction History shows that the benefits were delivered on the same day you reenrolled in the program. Usage Records indicate that there is occasional phone service usage.
  
  Within coverage areas, there may be significant limitations or interruptions in coverage that may impact service and result in dropped and blocked connections,slower ****************** and data speeds or no ****************** or data connectivity and call interference.  This could occur due to many factors including your device, network changes, network traffic volume, network outages, technical limitations, signal strength, the terrain and your proximity to buildings, foliage and other obstructions, weather and other conditions.
  
  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 attempted to contact you via phone number ************ and email **************** on 10/10/2024, to discuss the status of your account and service concerns. We were unable to reach you via call; however, we received your reply, providing the correct contact number. Therefore, we made follow-up attempts to contact you to the correct phone number and email on 10/11/2024,10/13/2024, 10/16/2024, and 10/22/2024. We received your email responses;however, we were still unable to reach you via call. We need to speak with you directly to discuss this matter.
  
  Refer to email reference number ******* or Ticket Number **********.
  
  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.
  
  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: 11/15/2024

   
  Complaint: 22354441
  
  This has been going on for months,still not resolved.I would like them to honor their promises. 

  RECAP

  My mother and I both have issues with our phones,we both live alone,are both elderly 80 and 60,with health conditions, this is our only way of contact.We have done everything every month they say to do,which is use them at least once during the month,WE HAVE,we buy minute cards,they still shut phones off,we are both connected to lifeline.We r on a limited budget,if we could afford to go else where ,we would,this has been going on since day 1, SEPT OF 23,if not 22.Not gonna let them to play anymore with our health,if it not settled ASAP,I will b getting a lawyer,for elderly neglect and abuse,of 2 people, my mother and I.I have contacted the bbb numerous times on this,Thank you.
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 11/20/2024

  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 both your phone and your mother's phone service are not functioning, and the issue remains unresolved.
  
  We have confirmed your enrollment in the Lifeline program under SafeLink Wireless, and records indicate that benefits have been consistently delivered. The account is active, and no known outage has been reported in your area. As such, phone troubleshooting is necessary.
  
  We spoke with you on November 18, 2024, and November *******, via phone number ************, and performed the necessary troubleshooting and updates on the account. We successfully resolved the issue and tested your phone service simultaneously. It was confirmed that the service for both phones is now functioning properly.
  
  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 1306793026. 
  
  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:09/28/2024

  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 prequalified for phone service Through a government program. As a victim of sexual assault and domestic violence the court help me get qualified in order to remain in contact for my safety. On Saturday the 28th my phone was shut off with no warning. I only noticed when I was calling my victim rights advocate and the phone said my phone service was off. I called the company and they told me they had no record of my number and asked me for an IMEi number which being on the phone I could not get it. I was told I needed to have an alternate line. The woman told me I have to provide the **** that they ask this of all customers. That is a lie and I find it horrible that representatives are administering a government safety and are lying to the people they should be servicing and are now putting my safety in jeopardy. I am sorry but something is wrong with this scenario. Telling me I have to authenticate with an IMEI number is a lie. I now have to go without a phone which was gotten to ensure my safety is beyond unacceptable. I have a recording of the phone call as they advised they are recording I felt it necessary to record them and can make it available at anytime to you, your system doesnt recognize the format. I am going to file a complaint ******************* as well.

  Business Response

  Date: 10/09/2024

  Dear
  Jonathan Santos:
  
  We
  have received and reviewed your Better Business Bureau complaint. This response
  is in reference to your correspondence dated September 28, 2024, regarding BBB
  Case number 22353143 complaint. 
  
  Your
  complaint states that you qualified for the free phone service government
  program; however, your phone service was shut off on 9/28/2024. In addition,
  when you contacted customer service, you were asked for the IMEI number, which
  is on the phone, and was asked to get an alternate line, which you think, is
  unacceptable.
  
  In
  our review, we found that you were enrolled in the Lifeline program with SafeLink
  on 9/18/2024. Free benefit includes unlimited talk, texts and 10 GB of data
  with 5 GB of hotspot. However, our records indicate that your enrollment was
  cancelled on 10/4/2024, since your phone was deactivated on 10/1/2024 per your
  request.
  
  We
  spoke with you on 10/9/2024 via phone number 781-980-0761 to discuss the status
  of your account and service concerns. However, you mentioned that you already switched
  to another service provider and does not require further assistance.
  
  If
  you should still require assistance, you can contact 1-888-251-8169 enter PIN
  1120. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
  
  Please
  refer to email reference number 5419377 or Ticket Number 1306751137.
  
  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: 10/14/2024

   
  
  Complaint: 22353143
  
  
  
  I am rejecting this response because:

  Please review the attached email conversation. As you know I filed a complaint with the FCC as well. The attached email should explain a majority of the problem. You seem to be more concerned with the fulfilling the obligations of the BBB and the FCC than you are resolving the issue which I was forced to do at my expense. I gave you chance after chance after chance and you consistently failed to resolve the problem and not explain anything. You claim I would not give you the IMEI number, yet you sent me a SIM card based on the IMEI number of the iphone i was using. By refusing to tell me why you needed the IMEI number i refused to give it to you fearing you would lock my unlocked phone to your network. I asked you on several occasions why you were requesting it and you told me to authenticate the account. I have never used the IMEI number to authenticate. Perhaps explaining things and being truthful is a business quality you should teach your staff and perhaps when the request for a supervisor is requested your staff should listen and pass the call along. I asked for you to generate an email stating why you needed the IMEI number and that you would not lock my phone to your network and was denied that. I had to settle for a recorded call assurance. If you like I can send along ALL the recorded calls so you can see just how horribly you disregard and abuse your customers to the point where you are caught lying and then take offense when people explode at you. Your holding peoples lives in your hands with two factor authentications and your response was oh well. If you want the recorded calls please let me know. 
  
  
  
  Sincerely,
  
  
  
  Jonathan Santos

  Business Response

  Date: 10/18/2024

  Dear Jonathan Santos:
  
  
  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 22353143
  complaint.
  
  Your complaint states that you
  were forced to resolve your concern about not having a phone service yourself
  since we are not willing to explain its root cause. In addition, you do not
  understand why your phone’s IMEI was needed to authenticate your account. You
  asked to receive an email explanation regarding the matter and an assurance not
  to lock your phone with our network, but it was denied. Furthermore, you would
  like to receive a monetary compensation for your inconvenience.
  
  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. Please know that service interruption may
  occur due to many factors including your device, network changes, network
  traffic volume, network outages, technical limitations, signal strength, the
  terrain and your proximity to buildings, foliage and other obstructions,
  weather and other conditions. With that, all necessary details of the account
  and phone must be validated to make sure the information we have matches, and
  that an update is not needed.
  
  SafeLink
  is committed to outstanding customer experience and prides itself on providing
  reliable service that is accessible to all. We assure you that regular training
  is conducted to equip our customer care service representatives with the skills
  necessary to provide a customer experience that meets our customers’
  satisfaction. We apologize for any inconvenience you may have experienced and
  will do our best to prevent similar issues from occurring in the future.  Note that not all our customer care
  representatives have the means and access to send an email and having a Bring
  Your Own Phone (BYOP) means that your device is already unlocked. It is only
  our BYOP SIM that is servicing the phone. Meanwhile, SafeLink Wireless is not
  offering any monetary compensation. However, if you wish to continue service
  with us, we will be more than willing to reactivate your service providing you
  with all your unused service with a service extension due to the inconvenience
  encountered. We would advise you to reapply for the Lifeline
  program via safelinkwireless.com or customer care representative as well to
  continue receiving your free benefits.
  
  We made multiple attempts to
  contact you via phone number 7819800761 and e-mails sent to
  [email protected] on October 16 and 17, 2024, but we have not been
  able to reach you. You have not responded to the e-mails sent as well.
  
  If you should still require assistance, you can contact
  1-888-251-8169 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 5419564 or Ticket Number 1306751137.
  
  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: 11/22/2024

  I absolutely disagree with this conclusion. The company refused to communicate through the bbb business portal and keep everything on the record. They began writing to me directly which was never logged with the BBB. I would like this case reopned and as per my email thread they did everything but make a good faith effort.

  Customer Answer

  Date: 11/22/2024

  I would like this case reopened for the following reasons:

  1. The company while encouraged to reach out to me did not adhere to my request to keep it within the BBB portal to ensure that everything should be logged so that a fair resolution was reached

  2. After my initial response of having my phone turned on and the failure of the company to contact me and or restore service I had to transfer my US government paid service to another out of pocket carrier. I have attached the threads of emails to show that I have asked for a total ****** in compensation which reflects the 8 Hours of my personal time arguing with the company on the phone along with the 6 days of no service all of which I consider labor and should be paid at the state of Massachusetts minimum wage. Please note I actually donated an hour of my time and a full day of no service back to the company to properly train their staff to ensure this does not happen to anyone else.

  While I am sorry it has reached this degree, I absolutely gave the company more than enough chances to resolve this matter BEFORE i arrived at the decision to move my number because I had been without service for close to a week and felt I had no choice. As you know two factor authentication is the way we access most of our lives. They literally had me locked out of my life and did not even respond for a week and a half. At that time due to their own inactions they changed what was needed from turning the phone on to me moving it and them paying for my time and out pocket expenses. Than you for attention in this matter. I also have opened an *** complaint at the same time.

  Business Response

  Date: 11/29/2024

  Dear ******** ******:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated November 22, 2024, regarding BBB Case number ******** complaint.
  
  Your complaint states that we did not adhere to your request to keep our correspondence thru the BBB, instead, we encouraged to reach you out. In addition, you are asking a total of $731.00 in compensation for those times that your phone did not work and to be on calls with customer service representatives for hours. You also stated that you had to transfer your service because we failed to contact you and/or resolve the issue. You have also mentioned that you were locked out of your account.
  
  Please note that 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.
  
  SafeLink Lifeline is a program for qualifying customers to receive free monthly benefits. It is indicated in the Terms and Conditions that even within coverage area, there are factors that may interfere with actual service, quality and availability. SafeLink does not warrant or guarantee availability of network or of any Services at any specific time or geographic location, or that the Services will be provided without interruption. It is also indicated that if ************* are modified,interrupted, discontinued or canceled, SafeLink will not issue any refunds or reimburse you for any unused Services.
  
  In addition, SafeLink Terms and Conditions indicate that you agree to indemnify and hold harmless TracFone Wireless, ***** its affiliates and employees, from any and all liabilities, penalties, claims, causes of action, and demands brought by a third party, including the costs, expenses, and attorneys fees on account thereof arising from or related to your use of a SafeLink Product or Service,whether based in contract or tort and regardless of the form of action.Moreover, SafeLink service and/or service plans, used or unused, has not monetary value.
  
  On the other hand, while we respond to your complaint in the BBB portal, based on the issue you had with the service, it is still best to contact you via call for a resolution. Our records show that multiple attempts were made to assist you and resolve the issue;however, we were unable to reach you, or you refused assistance via call.
  
  We spoke with you on November *******, via phone number ************, regarding the matter with your complaint;however, you requested not to be contacted again, and that all correspondence should be via BBB. Please be advised, that in order to provide further assistance regarding your service, it is best to speak with you.
  
  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 1306751137.
  
  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: 12/14/2024

   
  Complaint: 22353143
  
  I am rejecting this response because:
  
  Sincerely, 

  I have uploaded any document showing the email thread with this company. I also have a complaint with *** against them and I just upload the same documents over and over again showing their response is not quite what happened. At this time they continue to prolong making it months for them to give me the money thats owed of $731. I was very fair in calculating the expenses, and I even gave them a full one day back to retrain their staff for the 731 stand firm.  When they call these messages, I try to call back and I get numbers that dont work, people that dont exist in messages that Im selecting for a prize from numbers that dont really exist. This isnt imperative at this point in time stick to the emails and please note everything that I have said already. Im already at the point that this is $731 case closed and Im staying firm.
  ******** ******

• Initial Complaint

  Date:09/27/2024

  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.

  Im trying to transfer my benefits to another phone and no one will help me. I have been on the phone since 9:50am its now 10:07pm none successful

  Business Response

  Date: 09/30/2024

  Dear Alicia Williams:
  
  We have received and reviewed your
  Better Business Bureau complaint. This response is in reference to your
  correspondence dated 09/28/2024, regarding BBB Case number 22351655 complaint.
  
  Your complaint states that you have
  been trying to transfer your benefits to another phone but has been
  unsuccessful.
  
  We reviewed your SafeLink account;
  it is active and provisioned in our system. You have been enrolled in the
  Lifeline program since 6/16/2023, and is receiving unlimited talk, texts and
  10GB of data with 5 GB of hotspot. Our records indicate that you requested to
  transfer your phone number and benefits to another phone on 09/27/2024, per
  Ticket Number 1306036734, from the IMEI (also known as serial number) ending in
  5267 to IMEI  ending in 8843. Usage records verify that the benefits are
  applied, being used, and the phone is working properly.
  
  We spoke with you via phone number
  517-885-1621 on 09/30/2024, and discussed the status of your account and
  service concerns. You confirmed that the transfer was delayed, nonetheless, the
  phone is now working. We apologize for any inconvenience you may have
  experienced and will do our best to prevent similar issues from occurring in
  the future.
  
  We appreciate your feedback
  regarding the negative customer service experience. We value customer feedback
  to support future improvements. As part of our commitment to assist our
  customers, our team undergoes continuous training.
  
  If you should still require
  assistance, you can contact 1-888-251-8169 enter PIN 1120. Hours of operation
  are Monday to Sunday from 9:00 AM to 7:00 PM EST.
  
  Please refer to email reference
  number 5419369 or 1306178010.
  
  Based upon the foregoing, we will
  close this matter as a resolution was provided. Thank you for choosing SafeLink
  Wireless.
  
  
  Sincerely,
  
  Executive
  Resolution Department

  Customer Answer

  Date: 10/16/2024

   
  
  Better Business Bureau:
  
  
  Thank you. I have reviewed the response made by the business in reference to complaint ID 22351655, and find that this resolution is satisfactory to me. 
  
  
  
  Sincerely,
  
  
  
  Alicia Williams

• Initial Complaint

  Date:09/27/2024

  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 is not honest from the start. I called almost three weeks ago regarding issues with the phone sent in the mail. I explained the issue to the ***resentative and the issue with the defective phone and asked her to ***lace with a phone easier to use. She suggested ******* A25 and told me I would have it in 3 to 5 business days and even gave me a so-called order number **********. I called the next day to get a tracking number. *** told me there is nothing coming up with that order number. I told him what the ***resentative told me and that I would receive the ******* A25 in 3 to 5/days. He says nope that does not exist. I was lied to from the beginning. After showing my frustration I speak to another ***resentative who said he was a manager. He promises I will receive the ******* A25 within 5 days. Im still waiting and nothing. Ive been calling everyday. He gives me order number **********. Every *** I talked to does not know what is going on. I will not tolerate being lied to as this is very unprofessional. This is unethical business practice. This is for an elderly lady and you are causing unnecessary stress. I would like honesty and integrity and this is not happening. I need this resolved by you sending the ******* A25 expediated for the stress you already caused. I will take further legal action if this is not resolved immediatly like promised and the lies I have received from your ***resentatives and stress.

  Business Response

  Date: 09/27/2024

  Our company, ********************************* is a security alarm company. We do not service, sell or provide cell phones for end users. this is verified by against our website, ***********************************. The customer filed a complaint against the wrong company. We are located in ******** and do not service CA. Please close this file and remove the compliant response from my record. Should you have any questions, please call me at ************ 

  Business Response

  Date: 10/04/2024

  Dear ******* *****:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 20, 2024, regarding BBB case number 22311989. 
  
  Your complaint states that the phone you have received was defective and asked for a replacement phone that is easier to use. A representative offered ******* A25 and was advised that it would be sent within 3-5 business days with ticket reference number **********.However, upon calling the next day, the representative informed you that no record was found for the request. You were able to speak with another representative and assured you that you will receive your ******* A25 within 5 days, but still no phone was sent.
  
  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 your ticket replacement was created on 9/13/2024 to replace the SafeLink FREE phone you received on 8/13/2024. However, due to the limited stocks available with your device model, we were unable to complete the shipment on time.Nevertheless, the system was able to generate a comparable phone model as replacement, ***** C100 (N152DL).
  
  We spoke with you by phone number ************, and you have confirmed the receipt of the delivery of your replacement phone. However, it was not the ******* A25 as promised. Thus, we advise you that we will further review the case to provide proper resolution.
  
  We were able to speak with you once again on October 2, 2024, and you would like us to continue working with your request to process the shipment of your ******* A25 as replacement. However, we were unable to proceed with the request as the requested phone model is not comparable with your original phone.
  
  Please be advised that during the limited warranty period, SafeLink will replace or repair, at our sole option,any defective Products or parts, or any Products or parts that will not properly operate for their intended use with new or refurbished replacement products or parts if such replacement or repair is needed because of product malfunction or failure during normal usage. SafeLink may, at its sole discretion, replace the product with a refurbished phone of the same model if available, or if not available, of a comparable model of phone.
  
  Nevertheless, we were able to process a request for a comparable phone. The update was done upon your approval as we speak with you on October 3, 2024. A ************ device should be delivered to your address within 3-5 business days.
  
  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 ******* Ticket Number 1306182462.  
  
  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: 10/07/2024

   
  Better Business Bureau:

  I read the outcome but have not received the replacement phone like promised today. I will wait till tomorrow and would like a tracking number. 

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

  Customer Answer

  Date: 10/07/2024

  I read the outcome but have not received the replacement phone like promised today. I will wait till tomorrow and would like a tracking number. 
  

  I called today and the reps were clueless and said they dont have a tracking number for the phone being set. 
  

  if I am being lied to again I will file complaint with fcc regarding your deceiving customers 

  Customer Answer

  Date: 10/09/2024

   
  Complaint: 22311989
  
  I was lied to again by your company. This is illegal and what you are doing is fraud. I have correspondence from your company that a ******** G phone would be delivered in 3-5 days and you lied again just like you did about sending the ******* A25 phone. I am reopening the previous case and you will receive another complaint from the ***. Here is the correspondence from your business which I trusted and it is fraud and I was lied to. You are doing this to my elderly mother. This is your response below with previous complaint. Instead you send me the ***** again. I dont have time to keep returning this phone as this is the second time, your fraud company lied again in sending the ******** phone like specified. I will take legal action if this is not sent now. I would also like to be reimbursed for all the time I spent with you and twice the gas I spent returning this phone to *** because you sent the wrong one twice See image below of you not keeping your promise of delivering the ******** g but instead *****. Nevertheless, we were able to process a request for a comparable phone. The update was done upon your approval as we speak with you on October 3, 2024. A ************ device should be delivered to your address within 3-5 business days. 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 ******* Ticket Number 1306182462.  Finish the job
  
  Sincerely,
  
  ******* *****

  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 9, 2024, regarding BBB case number ******** complaint.
  
  Your complaint states that you were informed that you would receive a ******** phone in 3-5 days; however, a ***** phone was delivered again.
  
  Our records indicate that the replacement phone ticket number **********, which was created on 9/13/2024, was updated on 10/3/2024 to send you the agreed ******** phone. The ticket was updated properly; however, a ***** phone model was shipped due to a technical issue in the system. We apologize for any inconvenience this may have caused you. You agreed for a ******* device to be sent and ticket was updated on 10/9/2024.
  
  As per ticket update, a ******* Galaxy A23 5G with IMEI number ending in 9460, was shipped on 10/10/2024. *** tracking number 1Z7X28F00256117696 shows that the package was delivered on 10/14/2024. In addition, our records show that your phone number ending in 1936 was transferred to the ******* phone on 10/14/2024,with reference number 1307047127.
  
  We spoke with you on October 15, 2024, via the alternate phone number you provided thru email, phone number ************. Upon conversation, you confirmed that you received the correct replacement phone, and was able to transfer the phone number and the minutes to the new phone. You also mentioned that all features on your new phone was working fine. In addition, you asked for an air bill for you to send the wrong phone back. Ticket was created to send you an air bill with ticket reference number **********.
  
  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 ******* Ticket Number 1306182462.
  
  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:09/26/2024

  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.

  I signed a contract for a 5g phone with 5g service. After multiple phone calls, Multiple phones sent to me and about 10 hours of phone calls I still do not have 5g service or 5g phone. Because of all of the problems I have been having a customer service representative I believe his name was ****** got me on the plane of 40gb high speed data 25gb mobile hotspot and unlimited talk and text. This month they degraded my service to low speed data no hotspot unlimited talk and text. **************** stated I would be on high speed and that they fixed my problem but they have not. This company runs off of American tax dollars, I have paid into this company with my tax dollars in the past, they are there for people who need service to get jobs. I want what I signed the contract for , 5g phone 40gb of high speed data, 25gb of mobile hotspot and unlimited talk and text. How are they getting away with promising a service and providing sub par, but they are still getting paid for what they say they promising, I hope this gets resolved for everyone because I know this is happening to most of the American people. Please help us BBB

  Business Response

  Date: 10/07/2024

  Dear **** ******: 

  We have received and reviewed your Better Business Bureau complaint.

  This response is in reference to your correspondence dated September 26, 2024, regarding BBB Case number ******** complaint. 

  Your complaint states that you signed a contract for a 5G phone with 5G services, however, the service was not available on your phone.  **************** was able to add 40GB of high-speed data, 25GB mobile hotspot and unlimited talk and text on your phone, but your data slowed down this month. You were informed that it would be fixed, but it was not. 

  In reviewing your account, it shows it is active with the Lifeline benefit, which includes Unlimited Talk and Text with 25GB/month of data including 10GB of ************* You applied for the Lifeline program on 08/09/2024 and were enrolled on 08/09/2024. Transaction records show that the benefits are attached to the account and being issued every month. Call records show that the phone is being used. However, please be advised that 5G services are not available in all locations. 

  We successfully spoke with you on August 27, 2024, and discussed the issue you have encountered with your device. It was mentioned that the phone stopped working and it is not powering on. Thus, we requested a replacement for your phone with reference number 1306019061. 

  The replacement phone was shipped successfully on October 2, 2024, via *** with tracking number 1Z7X28F00256329583. We were also able to speak with you on October 7, 2024, and assist with the device activation transferring your service and phone number to the device.  Account is now working and well provisioned in our system. 

  If you 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 1306022556. 

  Based upon the foregoing, we will close this matter as a resolution was provided. 

  Thank you for choosing SafeLink Wireless. 
  
  Sincerely,  
  
  Executive Resolution Department  
  

  Customer Answer

  Date: 10/09/2024

   
  Better Business Bureau:
  Thank you for promptly fixing my issue. I am highly satisfied with your customer service representative that assisted me, she was kind, knowledgeable, helpful, empathetic and persistent and fixed all of my issues. She is an exemplary example on how a customer service representative should be. Thank you for the phone and fixing my data, I have since applied for multiple jobs with ease. God bless you!
  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:09/24/2024

  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 a cell phone provided by SafeLink, randomly, the *** card stopped working. Okay, the phone was inactive for over 60 days due to this. I contact SafeLink, and I'm told to purchase a new ***, as they will not provide one, even though the *** itself was defective. ****, I purchased a new *** card, but when I try to activate said ***, the SafeLink representatives are refusing to assist me. I'm being told to provide a PIN; I do so, and am told it is incorrect. Okay, so lets reset it; no, they refuse. Okay so then they say they can text the active number with them, however, the number is attached to the *** that is defective, so I can't verify that way either. They refuse to send an email with a code, they refuse to connect me with a supervisor, they refuse to activate the new ***, meanwhile I've verified all my account information, signed into my account online using the last four digits of my Social Security number, and provided my enrollment ID, literally confirming things only I would know, while also verifying the **** of the phone in question, and also verifying the entire number on the ***. The last employee I was "helped" by is named **** *** and employee ID number is ******. I've been refused help all day, and all I keep being told is to call the customer service line, as if my phone, the only phone I have, isn't experiencing issues to the extent that I cannot make phone calls

  Business Response

  Date: 10/01/2024

  Dear **** *********:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 25, 2024, regarding BBB case # ******** complaint.
  
  Your complaint states you your SIM card stopped working, and was advised to purchase a new SIM card; however, you could not activate it due to failure to verify the account even after providing your personal information.
  
  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 account and it is currently active in our system with IMEI ending in 2205. Our records show that your previous Lifeline enrollment with SafeLink was canceled due to no usage and redemptions detected within 30 days. Please note that you need to make at least one call within 30 days to keep receiving the benefits. Nonetheless, we found that you reapplied for the program and got enrolled on 9/10/2024 with unlimited talk, texts and 10 GB of data with 5 GB of hotspot.
  
  On the other hand, your accounts Transaction History shows that you activated your new SIM card on 9/27/2024.Usage Records show that the device is working, and benefits were being used.
  
  We attempted to contact you via phone number ************ on 09/25/2024, 09/26/2024, 09/27/2024, 09/28/2024 and 10/01/2024, to discuss the status of your account and service concerns.However, we were unable to reach you, and has yet to receive your reply to our emails.
  
  If you still require assistance, you can contact an agent at ************************; hours of operation are from 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:09/24/2024

  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.

  Dear BBB, Thank you for your assistance! The CEO of Safelink **** ******* ******) added an ****************** Long Distance) Card to my account for ten dollars. Then, when I recently had to renew my phone number ************** with Lifeline - Safelink took away all my ILD minutes! Thus, I cannot call my ~90 year old Mother in ****** before she dies. If you have the power to do so, please simply get soulless Safelink to reinstall ILD on my phone. Thank you.Sincerely,J. **** **** (Veteran)(*********, **)

  Business Response

  Date: 10/01/2024

  Dear ****** ****:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 24, 2024, regarding BBB case number ******** complaint.  
  
  Your complaint states that your $10 International Long Distance (ILD) plan was removed by SafeLink.
  
  In reviewing your SafeLink account; it is active, and usage report shows that service is being used. We have confirmed your enrollment with the Lifeline program since 8/27/2024 and your line receives the benefit of unlimited talk and text with 10GB/month of free data including 5GB of hotspot data. However, our transaction records do not show any ILD plan added to the account.
  
  We attempted to contact you multiple times via phone at ********** on 09/25/2024, 09/26/2024, 09/27/2024,09/28/2024 and 10/01/2024. Emails were sent to *********************************;however, we were unable to speak with you and we have not received any recent email response. To call ******, you can purchase the add-on $10 Global card via web or call customer service for assistance.
  
  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 1305899237. 
  
  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: 10/01/2024

   
  Complaint: 22328984
  
  I am rejecting this response because:  Thank you to the BBB for your help in resolving this situation.

      First, Safelink has shown that it does not know how to do business in a business-like manner by trying to call someone in response to a WRITTEN complaint.  My complaint to the BBB is IN WRITING, so Safelink should simply reply IN WRITING - not lazily call.  Further, Americans risk being fired from their jobs if they accept/make a personal call at work.

   . Second, Safelink will see in my records that I placed many calls to **************, which is the access number to the Safelink ****************** Long Distance) plan.  Thus, I DID have a ten dollar plan on my number ************** awarded to me by the Safelink corporate office.  When my phone was disconnected spontaneously disconnected when I had to renew my Lifeline benefits - Safelink erased (deleted) my ILD plan.  In sum, Safelink now needs to simply add my ILD plan back to my phone so I can call my Mother before she dies.

   . Thank you.

  Sincerely,

  
  ****** **** **** (Veteran)

  Business Response

  Date: 10/07/2024

  Dear ****** Eric ******************* have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 01, 2024, regarding BBB Case number ******** complaint.
  
  Your complaint states that your $10 International Long Distance (ILD) plan balance was removed by SafeLink, and you want to have it back. In addition, you prefer a written response than receiving a call.
  
  In reviewing your SafeLink account; it is active, and usage report shows that service is being used. We have confirmed that you have been enrolled in SafeLink lifeline program since 5/17/2024 and your line receives the benefit of unlimited talk and text with 10GB/month of free data including 5GB of hotspot data. However, our transaction records do not show any ILD plan added to the account.
  
  *********************************** 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 made multiple attempts to contact you via phone numbers *********************5 and e-mails sent to ************************ on 10/03/2024, 10/04/2024 and 10/05/2024, but with no success. Please be advised that we are still waiting to hear from you as of this writing.
  
  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 1305899237. 
  
  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: 10/07/2024

   
  Complaint: 22328984
  
  I am rejecting this response because:

     (1) Safelink will notice in my previous call records that I dialed the *** access (800) #, thus proving that I did have ***

      (2) Safelink "policy" is made and can be upgraded by human beings.  Safelink is the ONLY bizarre company to demand we authenticate anything. Total nonsensical policy.

   . Thank you and I hope Safelink offices get flooded by Hurricane ******!

  
  Sincerely,

  
  ****** Eric ********