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

  1258 S Greylock St Philadelphia, PA 19143-5112

• 

  Safelink Wireless

  PO Box 220009 Milwaukie, OR 97269-0009

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:09/22/2024

  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.

  Ive been using California LifeLine with Safelink Wireless for over a year. Today, I contacted their tech support for help with an eSIM, as the phone I received doesn't support physical SIM cards. Safelinks website claims they offer eSIMs, so I called for assistance. After nearly 40 minutes, the agent I was speaking to hung up on me. I called back and spoke to ******, who spent another 45 minutes on the issue, only to hang up as well. On my third attempt, I spoke to a different representative who told me that Safelink doesn't provide the service and suggested I switch to Tracfone. He then hung up after about 40 minutes. Now, my phone doesnt receive incoming calls and goes into SOS mode.

  Business Response

  Date: 09/26/2024

  Dear ***** *******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 22, 2024, regarding BBB case number ******** complaint.
  
  Your complaint states that you are with California Lifeline under SafeLink and have been trying to activate an eSIM compatible device but were unsuccessful, and now you do not have any phone service.
  
  We do apologize for any inconvenience you may have experienced regarding the matter. We confirmed your California Lifeline program enrollment under SafeLink Wireless on 7/30/2023.However, please know that at the moment SafeLink Wireless does not support eSIM devices. ********************** accepts Bring Your Own Phone that uses physical SIM cards.Meanwhile, we have other brands that support such devices.
  
  We spoke with you on 9/23/2024 via phone number ************; with your consent your eSIM phone was activated under ************* and your SafeLink Lifeline enrollment was switched to ************* together with your number. Reference number **********. The ************* account is active and is receiving Lifeline benefits. In addition, the usage report shows that the service is being used.
  
  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 1305792567. 
  
  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: 09/27/2024

   
  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:09/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Safelink has repeatedly deactivated my (California Lifeline) phone service every 1-4 weeks since May 2024. They deactivate it without notice and after each time I call to get it reactivated they first LIE and tell me I cancelled the service (on the same day I reactivate it) and/or my phone number wasn't provisions and then PROMISE EVERY *** that I will NOT have any more problems in the future. But, I have had to reactive my account 1-2 times EACH month:. 2 times in May 2024, 2 times in June 2024, 1 time in July 2024 (see attached email), 2 times in August 2024, and 1 time in September, on September 9th. Today September 17th when I went to use my phone it was deactivated. I was on hold calling from my ****** Voice internet phone for over 50 minutes after asking ***** (in ****, Phillipines) put me on hold to speak with his manager (*****?) and then disconnected me after making me wait. I want you to listen to that phone call hat happened today at 2:16pm t 3:11pm PST today, September 17th. I need Safelink to stop denying me service, deactivating my service as I confirmed with California Lifeline today that Safelink hasn't had my Lifeline provision since June 2024. I asked him why haven't they assigned it to my phone as promised repeatedly and he said he didn't know why they keep deactivating it and not attaching Lifeline to it. I believe it is retaliatory for filing the BBB original complaint. I need them assign my phone number to my **************** and to STOP deactivating my account.

  Business Response

  Date: 09/30/2024

  Dear Jen Owens:
  
  
  We have received and reviewed
  your Better Business Bureau complaint. This response is in reference to your
  correspondence dated September 18, 2024, regarding BBB Case number 22300096
  complaint.
  
  Your complaint states that
  your service keeps getting deactivated without notice.
  
  In reviewing, the records show
  that you reapplied for Lifeline on 9/23/2024 and was approved on 9/27/2024,
  allowing you to receive the free benefits of unlimited talk and text with
  25GB/month of free data including 10GB of hotspot data for your number ending
  in 0485.
  
  Previous records show that
  your initial Lifeline enrollment with SafeLink was on 4/01/2018 wherein you got
  approved on 4/06/2018 but the enrollment was cancelled on 5/15/2024 due to
  transfer out of your program enrollment elsewhere. You tried to re-enroll on
  5/24/2024 but decided to cancel the reenrollment on the same day because you
  are receiving Lifeline service from another provider. You reapplied on
  6/24/2024 and were approved on 6/27/2024 but the enrollment was cancelled on
  9/13/2024 by California Lifeline Administrator due to customer information
  cannot be found.
  
  In an in-depth review, the
  SafeLink account was first deactivated on 5/15/2024 due to the transfer out of
  your Lifeline enrollment. Please know that when you transfer your Lifeline
  benefit to another participating provider, you recognize that you will no
  longer receive benefits through the previous service provider. Due to your
  reenrollment attempt on 5/24/2024, the system reactivated the SafeLink account
  but since you decide not to push through with the reapplication, the account
  was once again deactivated on 6/18/2024. Another reactivation was done on
  6/24/2024 because of your reapplication. On 7/29/2024 and 9/04/2024, a system
  deactivation happened on the account. We do apologize for the inconvenience
  this concern may have caused you. Last deactivation happened on 9/13/2024 due
  to the cancellation of your Lifeline enrollment.
  
  To this date, the SafeLink
  account is active and well associated with your current Lifeline enrollment.
  The system shows that the account is receiving the Lifeline benefits, and the
  service is being used.
  
  We attempted to contact you
  via email [email protected] and 9/18/204,
  9/19/2024, 9/20/2024, 9/23/2024, 9/24/2024 and 9/30/2024 but we have received
  any response nor heard from you.
  
  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 5383113 or Ticket Number 1300426665. 
  
  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:09/16/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have grievances against SafeLink Wireless customer service ***resentatives that I believe are in call centers abroad (likely ***********) for their abuses and improper / unlawful conduct:1.) Miguelle, agent ID ******: On 07/12/2024 around 9:15AM CST, SafeLink Wireless ******************** call center *** named Miguelle rejected my SafeLink phone service (enrollment ID *********, approved 06/26/2024) based on Lifeline program, a federal benefit, without my consent. Miguelle might also routinely reject other customers ********************** services based on Lifeline program without customers consent. This agents unlawful actions of arbitrarily cancelling SafeLink service based on Lifeline approvals must be investigated.I re-enrolled in the SafeLink phone service (enrollment ID *********) for Lifeline benefits the same day on 07/12/2024 the previous application was unlawfully rejected and was promised by another SafeLink agent that the sim card will be expeditiously shipped. 2.) Rose, agent ID ******: I kept calling SafeLink Wireless since mid-July, inquiring about the status of my sim card associated with application ID ********* based on Lifeline approval, till I spoke on 08/28/2024 around 5:00PM CST with another dishonest and unaccountable call center *** named Rose who either arbitrarily canceled my SafeLink Wireless application based on Lifeline or asked to administratively cancel my application. I have severe grievances against the agent **** and SafeLink Wireless for employing abusing customer service ***s who arbitrarily cancel and / or reject applications as they please. The actions of call center ***resentatives and the administrative agents that canceled my re-enrolled application on or around 08/29/2024, after several weeks of waiting when the sim card was supposed to be shipped in 10 business days from 07/12/2024, must be investigated.These are SafeLinks unlawful conduct and if not addressed, would be prone to deep grievances and legal challenges.

  Business Response

  Date: 09/26/2024

  Dear John Doe:
  
  We have received and reviewed your
  Better Business Bureau complaint. This response is in reference to your
  correspondence dated September 17 2024, regarding BBB case # 22294854
  complaint.
  
  Your complaint states that your
  Lifeline benefit has been cancelled twice without your consent.
  
  In reviewing your account, our
  records show that you initially applied and qualified for the Lifeline program
  on 06/26/2024 and selected to use your own device, so a SIM card request was
  issued for your account; per ticket reference No. 1300534434. However, it was
  not shipped out as your Lifeline application was rejected on 07/12/2024 because
  our notes indicate that you requested to cancel it stating that you would apply
  to another service provider.
  
  Based on your enrollment history, it
  shows that you re-applied and qualified for Lifeline on 07/12/2024 and a new
  SIM card request was issued for you; per ticket reference No. 1301486740. Our
  files indicate that your application was cancelled on 08/29/2024 as the system
  could not detect or confirm that your enrollment was activated and the SIM card
  was not delivered due to a system error. If you would like to have their
  benefits re-instated, you will need to re-apply via www.safelinkwireless.com or
  contact customer service for assistance.
  
  We attempted to contact you via
  phone at 205-660-5703 and email [email protected]
  on 09/17/2024, 09/18/2024, 09/19/2024, 09/20/2024, and 09/23/2024; however, we
  were unable to reach you and have not yet receive your response to our emails.
  
  We apologize for any inconvenience you
  may have experienced and will do our best to prevent similar issues from
  occurring in the future.  SafeLink is committed to an 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.
  
  If you should still require
  assistance, you can contact 1-888-251-8169 enter PIN 1120. Hours of operation
  are from Monday to Sunday from 9:00 AM to 7:00 PM EST.
  
  Please refer to Email Reference
  Number 5413989 or Ticket Number 1305434503. 
  
  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: 09/27/2024

  Hello,

  Whoever responded from SafeLink yesterday regarding complaint ID: 22294854 just blatantly lied. If a personnel from service provider, like SafeLink Wireless, is responding dishonestly to cover up their unlawful actions, that is an egregious act. 

  The response, "However, it was not shipped out as your Lifeline application was rejected on 07/12/2024 because our notes indicate that you requested to cancel it stating that you would apply to another service provider." is a blatant lie as I did NOT consent to cancel my service. I have the call recording from that call and they have the call recording, and it is absolutely clear fact that I did NOT cancel or request to cancel. SafeLink's dishonest customer representative, Miguelle agent ID 511562, maliciously canceled my service - WITHOUT my consent - and it is a shame that SafeLink personnel or whoever that reached out via BBB to respond is trying to cover up the representative's unlawful actions by spewing out lies, stating "'notes' indicated that I "requested to cancel". This is untruthful and garbage.

  Another garbage is "Our files indicate that your application was cancelled on 08/29/2024 as the system could not detect or confirm that your enrollment was activated and the SIM card was not delivered due to a system error." SafeLink was supposed to ship my SIM card in ten (10) business days, first from 06/26/2024 for the service that was maliciously canceled by agent engaging in unlawful practices named Miguelle on 07/12/2024, and second ten (10) business days from 07/12/2024 till after waiting several weeks on 08/29/2024 the service was canceled due to "system error" (another garbage response.) The personnel that reached out from SafeLink to respond to this BBB complaint is covering up SafeLink and SafeLink's unlawful and incompetent agents like Miguelle and Rose, agent ID 515776, by spewing out more lies and nonsense. 

  SafeLink and its agent need to be truthful by acknowledging their actions and being accountable and need to be WAY better. The experience with SafeLink has been disgusting to say the least.

  Customer Answer

  Date: 09/27/2024

   
  
  Complaint: 22294854
  
  
  
  I am rejecting this response because:

  Hello,

  Whoever responded from SafeLink yesterday regarding complaint ID: 22294854 just blatantly lied. If a personnel from service provider, like SafeLink Wireless, is responding dishonestly to cover up their unlawful actions, that is an egregious act. 

  The response, "However, it was not shipped out as your Lifeline application was rejected on 07/12/2024 because our notes indicate that you requested to cancel it stating that you would apply to another service provider." is a blatant lie as I did NOT consent to cancel my service. I have the call recording from that call and they have the call recording, and it is absolutely clear fact that I did NOT cancel or request to cancel. SafeLink's dishonest customer representative, Miguelle agent ID 511562, maliciously canceled my service - WITHOUT my consent - and it is a shame that SafeLink personnel or whoever that reached out via BBB to respond is trying to cover up the representative's unlawful actions by spewing out lies, stating "'notes' indicated that I "requested to cancel". This is untruthful and garbage.

  Another garbage is "Our files indicate that your application was cancelled on 08/29/2024 as the system could not detect or confirm that your enrollment was activated and the SIM card was not delivered due to a system error." SafeLink was supposed to ship my SIM card in ten (10) business days, first from 06/26/2024 for the service that was maliciously canceled by agent engaging in unlawful practices named Miguelle on 07/12/2024, and second ten (10) business days from 07/12/2024 till after waiting several weeks on 08/29/2024 the service was canceled due to "system error" (another garbage response.) The personnel that reached out from SafeLink to respond to this BBB complaint is covering up SafeLink and SafeLink's unlawful and incompetent agents like Miguelle and Rose, agent ID 515776, by spewing out more lies and nonsense. 

  SafeLink and its agent need to be truthful by acknowledging their actions and being accountable and need to be WAY better. The experience with SafeLink has been disgusting to say the least.

  PROVIDE BETTER AND HONEST SERVICES AND BE ACCOUNTABLE FOR YOUR ACTIONS, THEN REACH OUT TO CUSTOMERS. 

  Customer Answer

  Date: 10/01/2024

  I would like to keep my name confidential and not be seen in public.
  

  You can share with the defender or service provider that is being complained on — they already might know my name — just not share in public or anywhere my name or privacy could be breached.

  I certainly do not mind the complaint being posted anonymously (with John Doe name), so people can see the misdeeds of this service provider, but my name should not be posted.

  If confidentiality of my name can be assured, then yes, I can provide my name. Will my name and any personal information be kept confidential and not be shared in public? 

   

  Customer Answer

  Date: 10/01/2024

  Sure, Jerry Hassan (no middle initial.) 

  Thanks for your information, and I would like to have my complaint posted (redacting personal identifying information), so people and other customers can know how the service provider conducts their business. It is necessary to inform the public of unethical business practices of companies. So no need to remove the complaint or prevent the complaint from being posted, since also if you have Jerry H. in the complaint, it is not a unique name with last initial that people can know the identity. Thanks

  Business Response

  Date: 10/10/2024

  Dear
  Jerry Hassan:
  
  
  We
  have received and reviewed your Better Business Bureau complaint. This response
  is in reference to your correspondence dated September 27, 2024, regarding BBB
  Case number 22294854 complaint.
  
  Your
  complaint states that you did not cancel your Lifeline enrollment, instead it
  was cancelled without your consent. In addition, you had concerns about your
  SIM not being delivered.
  
  We
  apologize for any inconvenience you may have experienced and will do our best
  to prevent similar issues from occurring in the future.  SafeLink Wireless is committed to outstanding
  customer experience and prides itself on providing reliable service that is
  accessible to all. We do appreciate your feedback on the matter and rest
  assured we will be investigating this concern thoroughly and sanctions will be
  given if deems fit.
  
  To
  this date, we found no new Lifeline application that will allow us to send you
  that Bring Your Own Phone SIM card; with that, please process your
  reapplication via SafeLink website (www.safelinkwireless.com) or contact
  customer care for assistance.
  
  We
  attempted to contact you via phone number 2056605703 and email [email protected]
  on 10/3/2024, 10/4/2024, 10/9/2024, and 10/10/2024 but with no success. We have
  not heard back from you and no email response was also received.
  
  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 5419385 or Ticket Number 1305434503. 
  
  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:09/16/2024

  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.

  Earlier this year I was given paperwork from Safelink Wireless to recertify my account. I filled out the paperwork and sent in the papers needed to get recertified. I heard nothing back from them until one day I tried to use my cell phone and I had no service. I called customer service several times only to find out they cancelled my account because they needed a copy of my SNAP approval. I sent that in three weeks ago. I called their customer service department today 9-16 and told them I got approved through the Lifeline program. (I called earlier and got approved through them. The Lifeline progam sent me an e-mail confirming I was approved and that I needed to contact Safelink and they would start up my service again. The customer service person from ******************** said I would have to go to their website and sign in as a new customer and would have to fill out an application all over again. Their website would not let me do that. It says I am an existing customer. I need help resolving this issue so I can start using my phone again. All of this is very confusing and I hope this can be resolved soon.

  Business Response

  Date: 09/26/2024

  Dear ***** *****:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 09/16/2024, regarding BBB Case number ******** complaint. 
  
  Your complaint states that you submitted the documents to recertify your SafeLink account earlier this year,and did not receive any response if it was successful or otherwise. Your phone suddenly has no service and found out that it was due to the cancellation of your account. You got approved for Lifeline program again, and was advised to reapply online thru SafeLink website; however, you got an error saying you are an existing customer.
  
  We reviewed your ********************** account; it is active and provisioned in our system. Your account history shows that your previous enrollment was canceled on 8/9/2024 due to unsuccessful National Verifier Reverification Process. Nonetheless, it shows that you reapplied for the program on 8/16/2024 and is successfully enrolled on 9/17/2024 with monthly benefits of unlimited talk, text with 10 GB of data and 5 GB of hotspot. Records show that the benefits were applied to the account successfully.
  
  We spoke with you on 09/19/2024 via phone number ************,and we discussed the status of your account. You confirmed that you have successfully been approved by the National Verifier and that your phone service is properly working now.
  
  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 1305434470.
  
  Based upon the foregoing, we will close this matter as a resolution was provided. Thank you for choosing Safelink Wireless.
  
  
  Sincerely,
  
  Executive *********************

  Customer Answer

  Date: 09/26/2024

   
  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:09/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm supposed to be getting free phone service from SafeLink. They have my enrollment ID from lifeline. They shut my phone off five times in the last couple months and it's currently off and shouldn't be. I purchased ******* yesterday for $23.01 (9/7) and still have not received it, so I still do not have a phone. I am livid!

  Business Response

  Date: 09/18/2024

  Dear ***** *****:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 8, 2024, regarding BBB Case number ******* complaint.
  
  Your complaint states that you should be getting free phone service from SafeLink but your phone was shut off five times in the last couple of months. You decided to purchase a plan on 9/07/2024 for $23.01 but you still have no phone service.
  
  In reviewing, you applied for the Lifeline program on 9/21/2018, was enrolled/approved on 10/02/2018, but on 7/15/2024, the enrollment was cancelled because the program enrollment was transferred out to another service provider.
  
  The cancellation of your Lifeline enrollment leads to the deactivation of the SafeLink account, and not being eligible to receive the free monthly benefits.However, records show that one of our agents reactivated the line on 7/18/2024,without you purchasing a TracFone plan; despite not being enrolled in the Lifeline program, the account was reactivated for free, 2000 minutes and 30 days were given. Reference number **********. The service lasted exactly 30 days and was deactivated again on 8/18/2024 due to non-renewal of service. A glitch in the system reactivated the account for free on 8/19/2024 but was once again deactivated on 9/03/2024. Finally, on 9/10/2024, a redemption using a TracFone $20 unlimited talk/text, 2GB / 30 days plan purchased from ******** was successfully added.
  
  The now TracFone account is active, and the paid service is being used. If you want to receive free monthly benefits again, please process your reapplication via SafeLink website, ****************************** or contact customer care.
  
  We attempted to contact you via phone number ********** and email ***************** on 9/11/2024, 9/12/2024, 9/13/2024, 9/14/2024, and 9/18/2024, but we were unable to reach/heard from you, and we only received one email response from you stating your concern regarding the matter.
  
  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 1305134808. 
  
  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:09/07/2024

  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 paid for a 40gb data card multiple times and each time I don't receive it right away, and I call multiple times and talk to the company, and they "trouble shoot" my phone and tell me it's working when it clearly isn't working correctly. They only add part of my data plan when I pay for a full data plan. I'm tired of calling about my data not working and spending multiple hours on the phone that I can't get back. It seems that their company is a scam and unreliable. One time I left town and my whole service shut off because I was "too far from my home" that should never happen. And the amounts of times I have paid for a plan just to sit and argue with the representative is extremely frustrating and all around unprofessional. There are times that my phone doesn't work for 12 hours after I paid for a data plan and even then the service isn't working in its full respect of the plan that I paid for. I have talked to service representatives on multiple accounts who have asked for my personal information unrelated to the issue with my phone. I have had service representatives be unprofessional with me and trying to flirt or hit on me. I am extremely dissatisfied with what I paid for and I'm am seeking compensation.

  Business Response

  Date: 09/19/2024

  Dear ******** *****: 
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 7, 2024, regarding BBB case number ******** complaint. 
  
  Your complaint states that you have paid for a 40GB data card multiple times and each time you did not receive the benefits you paid for. Moreover, the data service is not working properly. 
  
  In reviewing, your SafeLink account is active with the Lifeline benefit which includes unlimited talk and text with 10GB/month of data, including 5GB of hotspot data. You applied for the Lifeline program on 03/15/24 and were enrolled on the same date. Transaction records show that the benefits are attached to the account and being issued every month. Based on our records, you recently paid for a 40GB / 30 days airtime plan on 9/07/2024 and the account shows that plan was applied and being used. However, we have noticed that there was a delay in the network system in updating your plan information which may have caused this concern. We do apologize for the inconvenience this may have caused you. Rest assured that this is an isolated case, and we are fixing this. 
  
  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 9/12/2024 via phone number ********** where we perform data troubleshooting and concluded that the data service is working better. However, we still need to work on your data balance and have to make follow-up calls as we are doing the update. Follow-up calls were made on 9/15/2024 and 9/18/2024 but with no success. We have not heard from you and the email sent to ********************** received no response. To this date, your SafeLink account is completely updated with your plan. 
  
  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 1304980878.  
  
  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:09/06/2024

  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.

  I signed up with SafeLink wireless. I put my SIM card in and I called them to try to get my old number back well what did they do? They deactivated my account. They gave me no pin number I can't verify my identity I have an account enrollment number but they won't accept it. I've been calling them for 3 days now and I still don't have a phone. I answered the phone number into the account order tracking number section

  Customer Answer

  Date: 09/07/2024

  I contacted the national lifeline phone number and was told that I do have service with SafeLink wireless. I called them again today and they told me to do a reset on my phone turn it off and turn it back on after 3 minutes. I did what they said and I still do not have service. Worst company ever!

  Customer Answer

  Date: 09/09/2024

  They responded to my request. But when I called them back they put me to the same c*** but they have put me through for the last 5 days. I provided my lifeline enrollment number, my application number, my phone number, my IMEI number and my SIM card number. They still cannot authenticate my account. They wiped me off the face of the earth that's why they can't send me a text and I'm not getting any emails from them. So I'm reporting them as a piece of garbage scam company!!!!!! Not only that is I can't even get my phone number back when I sign up with another company that I will PAY for my service.  ************ acts like I'm trying to withdraw money from a bank account it is ridiculous!!!!!! 

  Business Response

  Date: 09/19/2024

  Dear ***** ******:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 07, 2024, regarding BBB case #******** complaint.
  
  Your complaint states that you signed up for SafeLink Wireless and tried using your old phone number; however, your account was deactivated. In addition, you could not validate the account since you were not given with the account information.
  
  We reviewed your SafeLink enrollment; it shows that you are enrolled in the Lifeline program on 8/29/2024, with unlimited talk, texts and 10 GB of data plus 5 GB of hotspot.An in-depth review of the account shows that the benefits were delivered to the account every month. However, the phone number ending in ********************************** our system, and we need further information to completely transfer this number to SafeLink Wireless.
  
  In addition,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 at ************ and email ************************* on 09/09/2024, 09/12/2024, 09/13/2024, 09/15/2024 and 09/19/2024, to discuss the status of your account and service concerns. However, we were unable to reach you. Nonetheless, we received your reply stating that you are no longer interested and that you already decided to switch to another service provider.
  
  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 1304978479. 
  
  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: 10/02/2024

   
  Complaint: 22252150
  
  I am rejecting this response because: they called me and put me through the same issue I had for 5 days. They wanted to still try to verify me even though I verified with my enrollment number and verification that I was eligible for lifeline benefits. I no longer want to deal with this company and I went to another company where I am paying for my service. This was nothing but aggravation and they still never resolved my issue!!!! This business needs to be shut down!
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:09/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When you call SafeLink phone number **************** to purchase additional minutes or/or data you are given in a recorded message 4 different pricing plan options. I have purchased their largest plan 3 times at a cost of $39.99 per month the recorded message states that you will receive 40gb of data on your safelink provided cell phone, but you only receive 10gb of data.Seems like false advertising to me. I believe the other 3 cheaper plans are also misleading on the amount of data stated vs. how much you receive.That is it in a nutshell. I am owed over 90 GB of data. Call the above phone number for proof .SafeLink also needs to update their recorded message.

  Business Response

  Date: 09/16/2024

  Dear ****** ******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 5, 2024, regarding BBB Case number ******** complaint.
  
  Your complaint states that you purchased the $39.99 airtime plan thrice that should provide you with 40GB, but you were only given 10GB.
  
  In reviewing, the account is active, and the usage report shows that service is being used. The account shows the plan description of SafeLink $39, unlimited talk/text with 40GB data / 30 days. Please know that unused data will not carry over and will expire after 30 days. To know exact data usage, you can set up your data counter every refill you make.
  
  We spoke with you on 9/11/2024 and 9/13/2024 via phone number ********** wherein you were informed that your data usage report clearly shows more than 10GB usage and reiterate that 40GB based data was added successfully to your account. In addition, we advise you to reapply to the Lifeline program to receive free benefits. To this date, you have a pending Lifeline enrollment with SafeLink Wireless, to complete the process, please go to ****************************.
  
  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 1304992100. 
  
  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: 10/03/2024

   
  Complaint: 22243547
  
  I am rejecting this response because:
  Safelink trying to cover up their mistakes. Lying to me.
  Sincerely,
  
  ****** ******

  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 03, 2024, regarding BBB Case number ******** complaint. 
  
  Your follow-up complaint states that you were able to speak with one of our representatives but were unable to resolve the issue. Thus, you no longer wanted to speak to another representative but someone from SafeLink who has some authority in resolving your concern. You would like to get 90GB of data in total for your 3 purchases or get a refund of $120. 
  
  We sincerely apologize for any inconvenience we have caused with the issue. We value customer feedback to support future improvements and to prevent similar issues from occurring in the future. 
  
  Upon further review of your case, records show that your 40GB data from your service plan added was indeed added properly in your account. Daily records can confirm that there were no issues with your data balance.
  
  To provide further assistance with the matter,we attempted to contact you by phone number ************ on 10/08/2024, 10/09/2024, and on 10/10/2024 but to no success. Emails were also sent at ********************** and according to your last response, you would like to be contacted only via email.
  
  Please know that we are doing our best to provide further assistance and address the matter accordingly. We are currently awaiting your response from the last email we have sent.
  
  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 1304992100. 
  
  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:09/03/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Safelink refuses to release code for simcard so I can transfer service to another company.

  Business Response

  Date: 09/12/2024

  Dear ***** *******:  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 03, 2024, regarding BBB case # ******** complaint. 
  
  Your complaint states that SafeLink refuses to release a code for SIM card so you can transfer the service to another company. 
  
  In our review, records show that your phone number was already transferred to a different service provider after we manually reactivated your service on September 4, 2024, with ticket reference number **********. Our records indicate that you requested to port out the phone number ending in 4226 to another service provider on August 27, 2024. However, it got denied because the account is inactive. As per SafeLink Wireless policy, a phone number must be active with the current service provider to be eligible for porting to another service provider. In this case, your account must be active for porting to be successful. 
  
  We attempted to contact you by phone number ************ and email at ********************* on 09/04/2024, 09/05/2024, 09/06/2024, 09/08/2024, and on 09/12/2024, to discuss the status of your account and port-out request, however, we were unable to reach you. We have not heard anything from you yet from the emails we have sent. 
  
  If you should still require assistance, you can contact ************** enter PIN ****;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 1304678922.   
  
  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:09/03/2024

  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 ordered a SIM card from Safelink Wireless a couple of weeks ago and I am trying to port over my old number,but it is such a frustrating and infuriating experience. The call either drops or just does not go through at all. It should not be this hard to just change over an existing number. The reason the calls keep dropping or whatever seems to have to do with needing Wi-fi calling enabled on your phone. This should not be a necessity. I finally did get through to an actual person earlier and just as I was starting the process,the call dropped because of this Wi-fi calling nonsense. Please let me mail in all the information you need. That would be much less taxing and nerve wracking than the garbage automated system they have set up.

  Customer Answer

  Date: 09/11/2024

  I have reached the end of my rope dealing with this. The *** card they sent me is garbage,it does not work,it will NOT hold a connection for more than a moment before it says ************ on my phone. In the rare instances where it does connect,it will not even get 1 bar. If it won't connect,then I can't call in to port my number over. I told them about this issue and nobody has tried to get back in touch with me about it. I made one call when I got the ***,so I know it is active. I have changed my mind about becoming a Safelink customer. It is too much of a hassle. Please tell them I am sorry,but their service is just not for me,I would like my account closed ASAP so that I can try and get service with another Lifeline provider and I wish to close the complaint as unresolved.

  Customer Answer

  Date: 09/16/2024

  They called me again after I made my feelings known,after I informed you that I didn't want to pursue this matter any further. I just want to close this dispute,close my account with them and move on. I will try again with another,less frustrating provider once my account is closed by ********************

  Business Response

  Date: 09/16/2024

  Dear ***** ****:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 09/03/2024, regarding BBB Case number ******** complaint.
  
  Your complaint states that you ordered a SIM card from Safelink Wireless a couple of weeks ago and you are decided to port your old phone number; however, you failed to complete the port process because your call always drops or gets disconnected. In addition, you stated that you would like to send the required information to complete the port process, via email or fax.
  
  We reviewed your Safelink Wireless account with phone number ending in 0767; it is active in our system. Our records show that you are enrolled in the Lifeline program with SafeLink since 8/22/2024, with monthly benefits of unlimited talk, text and 10 GB of data plus 5 GB of hotspot.
  
  In order to assist you with your porting request, we will need your account information from your current service provider, such as account number, password or PIN, and other relevant account information. These information are essential for a successful porting process,and in order to secure your account, it is best to speak with you directly. 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 attempted to contact you via phone number ************ and email ****************** on 9/4/2024, 9/6/2024, 9/8/2024,9/9/2024, and 9/13/2024; however, we were unable to reach you. We received your reply on 9/9/2024; however, we were still unable to reach you via call.
  
  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 Ticket Number 1304677290.
  
  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: 09/16/2024

  Close my Safelink account and do not contact me again. Thats all Im asking.

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22233220
  
  Close my Safelink account and do not contact me again. Thats all Im asking.
  
  Sincerely,
  
  ***** ****

  Customer Answer

  Date: 09/26/2024

  I just wanted to let you know so that you can let Safelink know I filed a complaint against them with the ***. I asked for no further contact and they did not respect my wishes. Now let them suffer the consequences.

  Business Response

  Date: 09/27/2024

  Dear ***** ****:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 17, 2024, regarding BBB Case number ******** complaint.
  
  Your complaint states that you wanted to close your Safelink account and not to contact you once again.
  
  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.
  
  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 since 8/22/2024, and is receiving monthly benefits of unlimited talk, texts and 10 GB of data with 5 GB of hotspot.
  
  To initiate the transfer of your Lifeline benefits, which would also cancel your SafeLink account, you need to process your Lifeline application with the other service provider. Otherwise, you could also cancel it manually online or thru customer service; however, ********************** 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. Thus,it is required to speak with you directly to assist you with this matter.
  
  We attempted to contact you via phone number ************ and email ****************** on 9/17/2024, 9/25/2024, and 9/26/2024, 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 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 1304677290.
  
  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: 09/27/2024

   
  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 **** am going to go online as suggested and I am going to do whatever it takes to get this done so I can put the whole matter behind me.
  
  Sincerely,
  
  ***** ****