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:09/03/2024

  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 was told I was qualified for lifeline service. I waited for my sim card to be delivered and now it states my account is inactive. This company is the absolute worst cell phone company I've ever dealt with! I need my phone and have been trying for 3 weeks to get service.

  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 # ********. 
  
  Your complaint states you have been trying for three weeks to get your service. You were told that you were qualified for lifeline service, but while waiting for your SIM card to be delivered, your account got inactive.  
  
  We reviewed your account, and it is inactive in our system. You applied for the Lifeline program on August 7, 2024, and were deemed qualified. However, it was cancelled on August 11, 2024, after you transferred your service to a different service provider. 
  
  Please note, you may transfer your benefits to another participating provider once per service month. The National Lifeline Accountability Database (NLAD) requires the customer's express consent before each Lifeline and ACP benefit transfer transaction occurs. By granting consent, you recognize they will no longer receive their benefits through the previous service provider. The consent also ensures that your benefits are properly transferred to the new service provider, so you can continue to receive their benefits without interruption. 
  
  On the other hand, you reapplied with the program on August 13, 2024, and got approved, but it was cancelled due to not having an active account to attach your services. Our system was unable to accurately identify the device to attach your benefits. You submitted another application on August 20, 2024, but it was manually cancelled on August 31, 2024. 
  
  We spoke with you by phone number ************ on September 5, 2024, and you informed us that you no longer wanted the service; you will continue with your service with a different service provider. 
  
  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. 
  
  If you should still require assistance, you can contact an agent at ************** 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 1304682349. 
  
  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:09/01/2024

  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.

  TAKING FROM ********** AMERICANS RIDICULE THEM MOCKING THEM TAKING,FALSE ADVERTISEMENT WHEN U TURN OFF MY LIFELINE EVERY 4 TO 7 DAYS BEEN GOING ON FOR ALMOST 6 MONTHS . INSPECTOR GENERAL NEEDS TO INVESTIGATE THE COMPANY THE PEOPLE THAT WORK THERE PERIOD!

  Business Response

  Date: 09/12/2024

  Dear Sarahfina ******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 2, 24, regarding BBB case number ******** complaint.
  
  Your complaint states that your phone service has been constantly getting turned off for the past 6 months.
  
  In reviewing, your SafeLink account with phone number ending in 7725; it is active. The usage report also shows that the service is being used. In addition, transaction records show that the benefits (unlimited calls, text and 10GB data including 5GB of hotspot data)are attached to the account and being issue every month.
  
  Based on our records, we found that you initially applied for the Lifeline program on 2/08/2024 but the enrollment was cancelled on 3/03/2024 due to a transfer out of your program enrollment to another service provider. However, you reapplied on the Lifeline program with SafeLink on 3/06/2024, 3/27/2024, 7/24/2024 but these enrollments were also cancelled on 3/27/2024, 7/20/2024, 8/11/2024 due to transfer out. Currently,you have an active enrollment with ********, reenrollment was done on 9/02/2024. All applications were done via web.
  
  In an in-depth review, it was found that the interruption of your phone service matches the cancellation dates of your Lifeline program enrollment. Please know that since you do not have a paid plan, the moment you cancel the Lifeline program with SafeLink your service will be disconnected. With that, avoid initiating an application with another service provider.
  
  We attempted to contact you multiple times via phone at ************ on 9/02/2024, 9/04/2024, 9/05/2024, 9/06/2024 and 9/11/2024; however, we were unable to speak with you and we have not heard from you.
  
  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 1304562964. 
  
  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:08/21/2024

  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 was approved for a SafeLink ************************** Phone on August 15, 2024. I received SafeLink's Shipping Confirmation Email on August 16, 2024. I'll upload a copy. The shipping receipt says my *** card will deliver by *** on the 2nd business day but no later than 1-3 business days. Today, on August 21, 2024, is the third shipping business day. When I clicked on the bluish tracking number link, it opens to the *** website with an error message that says that; "#**********************************" is the wrong *** tracking number. However, the above tracking number is recognized by the **** website that's not mentioned anywhere on the shipping receipt. My fear is the continuation of cloning and stalking my mobile phones. It's extremely dangerous. Where is my *** tracking number? The **** tracking number says no updates are available because SafeLink hasn't given **** the package nor update. Please check the accuracy of the details in my database record account in the SafeLink IT system to ensure it hasn't been altered, switched or stolen. The *** card should be delivered today according to the **** website instead of the *** website. **** hasn't teymy *** card package! I want to know where my *** card is, my new phone number, my account number and *** tracking number. Thank You!

  Customer Answer

  Date: 08/21/2024

  I've submitted two additional screenshots relevant to my new SafeLink account including "enrollment ID" and "error message after entering the SafeLink shipping tracking number into the *** website."

  Business Response

  Date: 09/03/2024

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

  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 21, 2024, regarding BBB Case number ******** complaint.
  
  Your complaint states that you were approved for a SafeLink-Lifeline service and to expect a SIM card.However, you have not received the **** Therefore, you would like to know where your SIM card is, your new number, account and *** tracking number.
  
  In reviewing, the record shows that you reapplied via web on the Lifeline program with SafeLink Wireless on 8/15/2024 and was approved on 8/16/2024. The enrollment shows that you were to use a Bring Your Own Phone and a free SIM card was sent out and delivered via **** with tracking number ********************************** on 8/22/2024. It was sent to ***********, **. However, the SafeLink account got deactivated on 8/29/2024 due to the cancellation of your ******** enrollment; program enrollment was transferred out. The next day, on 8/30/2024, another Lifeline reapplication was submitted, this time by one of our agents, and the reenrollment was approved on the spot; the SafeLink service was reconnected,but this latest enrollment also got cancelled due to transfer out to another service provider on 9/01/2024, leaving the service disconnected once again.
  
  To this date, you have no active account with ********************** and if you reenroll, you need to use the same SIM card that was sent on 8/22/2024; otherwise, if lost, you have to purchase one.
  
  We attempted to communicate with you via email *************************** on 8/28/2024, 8/29/2024,8/30/2024 and 9/02/2024 and finally received a response on 9/02/2024 stating your contact number is **********, but this number is without phone service. To reactivate your account and service, please process reenrollment via SafeLink website, ****************************** or contact customer care for assistance.
  
  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 1304281486. 
  
  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:08/20/2024

  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.

  Got a hold of SafeLink wireless letting them know that my free phone was cracked overheating and asked for a replacement phone. A gentleman I spoke with two weeks ago gave me a bogus tracking number and told me that I would get a new phone in 5 days. I don't have the phone, upon speaking to SafeLink wireless, they continue to tell me that I cannot receive a replacement telephone. They want me to go buy a new one. I am on a free phone service account and cannot afford another phone. Was promised one, when I didn't receive the new phone I called back gave them the tracking number the guy gave me and was told the tracking number was a bogus one. My resolution is to receive a replacement phone as promised two weeks ago. This company is not sympathetic without a date broken phones that they supplied with lifeline phone service.

  Customer Answer

  Date: 08/24/2024

  Business has contacted me twice via email & phone. Upon speaking with them there has been no resolution to my complaint. 

  I want them to cease & desist their attempts to contact me when I keep getting the run around.

  I was promised a replacement phone 3 weeks ago, it never came. 

   

  Business Response

  Date: 09/05/2024

  Dear *******************:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 20, 2024, regarding BBB case # ******** complaint.
  
  Your complaint states that you phone is cracked and overheated; you contacted customer support 2 weeks ago and asked for a replacement and they informed you that you would receive the replacement phone in 5 days. However, you never received it, and was told that you could not receive a replacement phone. In addition, you were advised to buy a new phone.
  
  We reviewed your SafeLink account;it is active and provisioned in our system. You were enrolled in the Lifeline program on 9/8/2022; however, your enrollment was cancelled on 7/18/2024 due to your request to transfer the benefits to another service provider. Nonetheless,you reapplied for the lifeline program on 7/19/2024, got enrolled on 8/8/2024,and is receiving the enhanced monthly benefits of unlimited talk, text and 10GB of data plus 5GB hotspot.
  
  We found multiple requests for a replacement in your accounts history; however, those requests were denied due to the device is already out of warranty. Please be advised that SafeLink phones has a 1-year basic warranty. An in-depth review of the account shows that the current free phone you have was activated on 8/26/2023, and therefore, is no longer within warranty.
  
  We spoke with you via phone number ************ on 8/23/2024, to discuss the status of your account and replacement phone request; however, you mentioned that you do not want to be contacted to be informed that you are not eligible for a replacement phone.
  
  Our latest review of your SafeLink enrollment shows that it was cancelled on 8/30/2024 per your request, since you will transfer the benefits to another service provider.
  
  Please note, you may transfer your 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,you are recognizing that they will no longer receive their benefits through the previous service provider. The consent also ensures that your benefits are properly transferred to the new service provider, so you can continue to receive their benefits without interruption.
  
  If you should still require assistance, you can contact an agent at ************************. 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 1304011767.
  
  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: 09/06/2024

   
  Complaint: 22170912
  
  I am rejecting this response because:

  Since I was repeatedly denied a replacement phone, I was told I would have to get a new sim card for a phone my friend gave me. I was given a ticket number. Still haven't gotten sim card. I called yesterday to ask where it was & was told at my request my service was canceled.

  I just enrolled Juky 19 2024 for service. 

  I didn't cancel anything. 

  For this reason I was forced to go to a new phone company and PAY for phone service. It cost me $65 & will continue to cost me $50 a month from now on. 

  Safe link can reimburse me $65 and I'll close my complaint. 

  Otherwise I will reject their phone and send it back.

  
  *******************

  Customer Answer

  Date: 09/06/2024

   
  Complaint: 22170912
  
  I am rejecting this response because:

  Since I was repeatedly denied a replacement phone, I was told I would have to get a new sim card for a phone my friend gave me. I was given a ticket number. Still haven't gotten sim card. I called yesterday to ask where it was & was told at my request my service was canceled.

  I just enrolled Juky 19 2024 for service. 

  I didn't cancel anything. 

  For this reason I was forced to go to a new phone company and PAY for phone service. It cost me $65 & will continue to cost me $50 a month from now on. 

  Safe link can reimburse me $65 and I'll close my complaint. 

  Otherwise I will reject their phone and send it back.

  
  *******************

  Business Response

  Date: 09/13/2024

  Dear *******************: 
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 06, 2024, regarding BBB Case number ******** complaint. 
  
  Your complaint states that you were informed that you will be receiving a new SIM card after multiple denied for replacement phone, but you have not received it.Upon calling for follow-up, you were informed that your enrollment got cancelled. Thus, you decided to get a service from a different company and paid $65. You would like to get reimbursement for the amount to close your case.  
  
  In our review, records show that a request for a SIM card was created on your account on August 30, 2024, with reference number **********. A SIM card has been sent via *** and was delivered successfully on September 6, 2024, with tracking number 1Z85W83R0161176993. 
  
  On the other hand, we can see that your enrollment with the Lifeline program was indeed cancelled upon your request on August 30, 2024. It was documented that you will be transferring to a different provider.  
  
  We spoke with you on September 13, 2024, by phone number ************. As per conversation, you no longer wanted to continue with SafeLink, but you would like to get reimbursement for the amount you paid with a different service provider. We advise you that we cannot process your request as the service was not paid directly to us.Nevertheless, we tried to offer further assistance to work with your Safelink account, however, you refused to do so. 
  
  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 1304011767. 
  
  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:08/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Safelink wireless shut off my phone for no reason. I got a hold of customer service and they were of no help at all. They said i transfered my number to another provider a month ago. This never happened! I was using there service the day before and for the whole month that they said i had transfered my number to another service. I want my service restored or my phone number released so i can find another phone company.

  Business Response

  Date: 08/30/2024

  Dear ***************************:
  
  We have received and reviewed your Better business bureau complaint. This response is in reference to your correspondence dated August 19, 2024,regarding BBB Case number ******** complaints.
  
  Your complaint states that your SafeLink phone stopped working, and was never resolved after contacting customer support. You want either to resolve this matter or release your phone number to switch to another service provider.
  
  Please be advised that a customer may transfer his or her Lifeline or ACP benefits to another participating provider once per service month. The National Lifeline Accountability Database (NLAD) requires the customer's express consent before each Lifeline and ACP benefit transfer transaction occurs. By granting consent,the customer is recognizing that he or she will no longer receive their benefits through the previous service provider.
  
  In our review, you applied for Lifeline and ACP benefit with Safelink on 4/03/2024 and were enrolled on 04/05/2024. Our records show that the phone number ending in 6510 was transferred to another device on 5/29/2024 per Reference Ticket No.1298930224. Right after the transfer process, it reflects that you transferred the phone number back to your previous phone per Reference Ticket No.1298933902. Then and there, you requested to transfer the phone number to another device on 7/06/2024 per Reference Ticket No. 1301159043.
  
  Please be advised, Safelink Wireless customers account authentication policy operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated.
  
  In order to assist you with their porting request, we will need their account information.  It is required to ensure customer account security. Along with the account information, you will also need to provide the Number Transfer PIN (NTP) code to port it out to another service provider. This information is essential to a process a porting request.
  
  Based in our records, the requested phone number was ported to another service provider on 7/18/2024 per Port-out Ticket No. **********. As consequence,Lifeline enrollment was cancelled on 7/23/2024 because the line was ported over.
  
  If you would like to continue receiving the free lifeline benefits with SafeLink,you can reapply online at www.safelinkwireless.com or thru customer service.
  
  An in-depth review of your account reflects that an unauthorized port out request was processed on 8/20/2024 per Reference No. ********** to retrieve the phone number ending in 6510. We restored your service for phone number in question on 8/22/2024 per Reference Number **********. The account was active and usage records verify that the phone was in use. However, our records show a new port out request of the phone number was processed on the same day in two different occasions per Port Reference Ticket No. ********** ad 1303951435.
  
  We spoke with you via phone ************ on 8/29/2024. You confirmed the number is now active with another company and declared that no further assistance is needed.
  
  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 1303836913.Based upon the foregoing, we will close this matter unless we hear from you.Thank you for choosing Safelink Wireless.
  

  
  Sincerely,
  
  Tracfone Wireless Inc.

  Customer Answer

  Date: 08/30/2024

   
  Complaint: 22162121
  
  I am rejecting this response because: there saying they talked to me and i said everything was ok. Its not. 
  after safelink shut my phone off without permission and not letting port request go thru. i was forced to open a prepay account so i had phone service.

  This cost me $70 and i want that covered. Safelink has called several times and everytime i answer there call theres noise in the back ground (people talking on phones and clicking key boards.) and when i say hello they hang up on me and dont try to call back.  

  it took me me hours once they said my number was good to port to get the job done with another provider. 

  For the record i will never use safelink again. 

  Sincerely,
  
  ***************************

  Business Response

  Date: 09/11/2024

  Dear ***************************:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 3, 2024, regarding BBB Case number ******** complaint.
  
  Your complaint states that you are rejecting the initial response since SafeLink shut your phone off without permission and did not let you port your number. You had to spend $70 to start a new service and you want a refund for it.
  
   In reviewing, you reapplied for the Lifeline program with SafeLink Wireless on 4/03/2024, on 4/05/2024, you were approved and got enrolled; however, on 7/23/2024, the program enrollment was cancelled due to your request to port out your number.
  
  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.
  
  Our record shows that a port out request was made on 7/18/2024, with reference number **********. This action made the account deactivated. To port out a number, customers phone number must be active with the current service provider in order to be eligible for porting to another service provider. Additionally, the customer must have the Number Transfer PIN (NTP) code, account number, or Zip Code associated with the account. Without all the necessary information, we cannot proceed with the port-out request. However, on 8/20/2024, a report was made that port out was unauthorized, so we had to retrieve the number, and this was completed on 8/21/2024. The account was reactivated but to enjoy the same Lifeline benefits,reenrollment is needed via website (www.safelinkwireless.com) or via customer care. Temporary service and minutes were added to the account on 8/22/2024 with reference number **********, but the number was still ported out that day.Reference number **********. Furthermore, we received a confirmation from you on 8/29/2024, that number is already active with your new service provider.
  
  We spoke with you on 9/07/2024 via phone number ********** and you stated that you are no longer interested in having a SafeLink service, instead, you want to receive a reimbursement on what you spend to start a new service with another service provider. We do apologize but we cannot issue a refund on a payment you made with another service provider.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
  Please refer to email reference number ******* or Ticket Number ********. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing SafeLink Wireless. 
  
  
  Sincerely, 
  
  Executive Resolution Department
  

• Initial Complaint

  Date:08/15/2024

  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 contacted safelink wireless recently via online portal to request a few changes to my account. First I was asking for a new phone number I had reported my phone being hacked quite awhile ago they told me to file a police report filing a police report does absolutely nothing in ******* il, and so I have had to use this phone knowing it was hacked I am 63yrs old and disabled.i need to be able to use my phone at all times in case of emergency so requesting a phone number change was the first thing I asked for,then I asked to upgrade my phone to a new smart phone the one I have is out of date and any app I use it says out of date must update when I try to update the apps on the phone it says not enough storage space on the phone to do so they limit you're storage space so I am stuck with this outdated phone that's hacked the phone freezes it sends me back the text messages I send. And the volume button sticks as well in addition to no storage the customer care person I spoke to told me I cannot upgrade my smart phone or change my phone number even though it's hacked and the apps are outdated I seek a new smart phone with a new number thank you

  Customer Answer

  Date: 08/21/2024

  I had received a phone call from SafeLink as I stated in my complaint the volume button is not working on my phone therefore I missed the call when I realized I had a call it was only 6 minutes after they called I called them back I spoke with a gentleman he said I should give them a time for corporate to call me I said 1:00 p.m. in the afternoon central time that was yesterday nobody called I responded to them by email twice yesterday nobody responded I emailed them once again this morning nobody responded so three times I have tried contacting them via their email address with no results and contacted them through the one number they gave me and even after speaking with somebody and setting up an appointment time which was 1:00 p.m. central yesterday nobody still responded here it is another day it's going by and I still haven't heard from them

  Customer Answer

  Date: 08/22/2024

  After several attempts at emailing safelink corporate I keep getting the same generated email from them telling me to call a 1+888   number for further assistance I have tried that previously even set up a time and they never called..then yesterday while I'm waiting for a bus a man named **** called I explained to him what happened and told him about all the outdated apps etc this is the lifeline program under the American disabilities act they cannot deny me a reasonable accommodation for a phone that isn't working properly when I finished talking to **** he said he understood and not to worry 3minutes later he's emailing me telling me I still need to verify my account and to call that ***** number I already did that so I can see I'm not getting anywhere with them and at this point I feel I need to file a complaint with the Illinois department of human rights for discrimination under the American disabilities act for denying me a reasonable accommodation for goods and services I appreciate your time BBB but this is not going to be favorable and being disabled I need a reliable phone and phone service thank you

  Business Response

  Date: 09/03/2024

  Dear ***********************,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 8/15/2024, regarding BBB case number ******** complaint.
  
  
  Your complaint states that you requested to change your phone number due to your phone being hacked; however, you were advised to file a police report instead.You also requested to get a replacement phone since you could no longer update the applications due to lacking/limited storage; however, you still got declined.
  
  We reviewed your SafeLink account; it is active and provisioned in our system. You are enrolled in the Lifeline program since 5/15/2015, and is now receiving the enhanced lifeline benefits of unlimited talk, text, and 10 GB of data, with 5 GB of hotspot every month. Usage Records indicate that the phone is working and is being used. An in-depth review of the account shows that the phone has been active since February 2019.
  
  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 8/22/2024 via phone number ************, and discussed the matter with your complaint. We created a ticket to replace your phone per your request, with service ticket number **********. We agreed to contact you once you receive the replacement phone, to transfer the service and change the phone number.
  
  As per tracking number 1Z7X28F00255373090,the replacement phone was delivered on 8/27/2024. We poke with you on 9/3/2024 via same contact number; we were able to transfer your lifeline service, and change your phone number. However, we could not check the functionality since you are using the old phone; therefore, we advised you to check the functionality afterwards, and have sent the instructions via email ******************* We have not received your response to our email yet.
  
  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 Ticket Number ********** or email reference number *******.
  
  Based upon the foregoing, we will close this case unless we hear from you. Thank you for choosing SafeLink Wireless.
  
  
  
  Sincerely,
  
  Executive *********************

  Customer Answer

  Date: 09/05/2024

   
  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:08/13/2024

  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.

  RE: My Enrollment Number *********. I called Safelink and FINALLY got through to a person. I enrolled in Safelink. I was told they do NOT provide free phones although many sights on the internet state FREE phones are provided by Safelink. I advised the person that I had a Tablet and provided the iE number and was told I could use that. Yet tonight, when I called, I was told that was incorrect. After 40 minutes, the phone started buzzing-I believe that was intentional to disconnect the call. I Am entitled to a free phone from therm. Had I been told that my tablet would not work, I would not have wasted my time. I expect to be given the CORRECT information. I can't afford to buy a phone.

  Business Response

  Date: 08/27/2024

  Dear **********************************:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 14, 2024, regarding BBB Case number ******** complaints.
  
  Your complaint states that you enrolled in SafeLink and were advised that your tablet would work but was later informed to be incorrect. Therefore, you want a free phone.
  
  In reviewing, you reapplied for Lifeline via web on 8/05/2024 and was reenrolled on 8/07/2024. The enrollment information stated that you are to use a Bring Your Own Phone (BYOP). Please know that SafeLink will only offer free phones to new SafeLink customers in **********, ********, ***********, ****, matches an HMO and on Tribal areas. Nevertheless, for the state that we do not offer free phone,customers will only have a BYOP SIM once a new enrollment is processed. The system will determine if you are eligible for a new phone once you are successfully enrolled in the program. Thus, for you to enjoy your free benefits, you must have a compatible phone where you can insert your BYOP SIM or purchase a new phone via SafeLink website (www.safelinkwireless.com) and we will help you transfer your service and number to it.  
  
  We attempted to reach you multiple times via phone ************ and email ******************* on 08/20/2024, 08/21/2024, 08/22/2024, 08/23/2024 and 08/27/2024 but with no success. We have not heard from you and no recent email response has been received.
  
  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 1303840543. 
  
  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: 09/09/2024

   
  Complaint: 22138462
  
  I am rejecting this response because:  THEY TOLD ME MY TABLET WOULD WORK.  If they give incorrect information, then they need to figure it out.  I have spoken or at least tried to several times.  They barely if at all speak english and what I can understand is they are not giving a free phone.  Then they need to train their **** because this is BS.  My time is too valuable to be lied to continuously.  
  
  Sincerely,
  
  **********************************

  Customer Answer

  Date: 09/10/2024

  My complaint was they gave me INCORRECT information to sign up for their
  service.  That is FRAUD.  They advised me that the tablet I had would
  be sufficient for the service.  But it was NOT.  I understand it is a
  bring your own device plan.  I asked the BEFORE signing up if the device
  I had was compatible for the service.  They advised me that it WAS. 
  Then, after the service was activated, they told me it was NOT
  compatible.  Therefore, they lied to get me to sign up.  It is reflected
  in their notes.  Yes, they have repeatedly called.  I did speak to
  someone ONCE who told me they were NOT going to issue a phone despite
  the misinformation they gave me.  It was not worth my time to
  continually listen to their BS.  Much of the time, there is a language
  barrier with Safelink.  Safelink employees get paid to deal with their
  fraudulent behavior.  To continually call me to tell me I HAVE TO BUY A
  PHONE, is harassment at best.  This issue is NOT resolved.  WHAT ARE
  THEY GOING TO DO TO RECTIFY THEIR MISINFORMATION given to me to sign up
  for the plan?

  Business Response

  Date: 09/17/2024

  Dear **********************************:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 10, 2024, regarding BBB Case number ******** complaint.
  
  Your complaint states that you were misinformed about your tablet being eligible to be used to SafeLink, which made you sign up for the program; however, after completing the process, you were told that your tablet is not compatible and that you will need to purchase a phone.
  
  We reviewed your SafeLink account; you are still enrolled in the Lifeline program since 8/7/2024, with the Bring-Your-Own-Phone (BYOP) program option. Your account is active and provisioned in our system, and Usage Records indicate that the phone is working and the benefits are being used.
  
  We attempted to contact you via phone number ************ and email ******************* on 9/12/2024,9/13/2024, 9/14/2024, and 9.16.2024, to discuss the status of your account and service concerns. We were unable to reach you via call; however, we received your reply from our email on 9/16/2024, and you asked for us to stop calling 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 1303840543.
  
  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:08/08/2024

  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.

  Purchased a phone with this carrier and the phone does not work right.I have been on the phone with them for 2 days and no solution. Say thet will call and never do.

  Business Response

  Date: 08/20/2024

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

  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 9, 2024, regarding BBB case # ******** complaint.
  
  Your complaint states that your phone is not working, and no resolution was provided.
  
  We reviewed your SafeLink account; it is active and provisioned in the network. Our record shows that you previously called regarding a data issue, and it was resolved. The usage report of the account also indicates that the service is being used.
  
  We attempted to contact you via phone number ********** and email ****************** on 8/14/2024, 8/15/2024 and 8/16/2024, but with no success. However, you responded to our email stating that further assistance is no longer needed.
  
  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 1303511114. 
  
  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:08/08/2024

  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.

  On Thursday, August 8, 2024, I attempted to add a data package to my plan until the next billing cycle. The data I was trying to add was offered as 20G of data for a total of $15.00. First, I attempted to add the via the Safelink website. After I went through the process of entering the credit card information, at the end it brought up a screen that said the transaction could NOT be completed. When that happened, I called 611 on my cell phone, which connected me to Safelink customer service. I spoke to a woman whose name I could not understand, and she accepted the $15 payment to add the 20G of data on my phone plan. I mentioned the fact that $15.00 had come out of the payment account twice, which she said had only successfully credited my account for $15.00 and that the other $15.00 was an authorization that will fall off the account after a few days. She then told me to restart my phone so the data could be added. I restarted my phone but the data was not there, so I called Safelink back, and the new customer service person I talked to said that it hadnt been applied for this months billing cycle and that she updated it so the data would be accessible immediately after restarting my phone again. After restarting, I called a third time, and this time, they told me that my IMEI number was not valid, and that meant I could not receive the data I had purchased. I have been getting monthly refills for service on my phone, so I did not understand why my data package upgrade could not be accessed for my phone at all. They said there was nothing they could do, and that basically the $15 purchase I made, which I was charged for TWICE at this point, is not able to be used, making it a worthless purchase, and they refused to refund me, as well as failed to inform me that this data plan I was charged for would not be valid at all.

  Business Response

  Date: 08/20/2024

  Dear *********************************:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 08, 2024, regarding BBB Case number ******** complaint. 
  
  Your complaint states that you attempted to add a data add-on package to your plan with 20 GB of data allotment worth $15. This was done twice, but the data was not added to your phone. In addition, you did not get a refund for these two purchases,which you are unable to use.
  
  We reviewed your SafeLink account; it is active and provisioned in our system. You are enrolled in the Lifeline program with SafeLink since 5/25/2023, and is currently receiving the enhanced lifeline benefits of unlimited talk, text and 10 GB of data, including 5GB of hotspot every month.
  
  Based on your accounts Transaction History, we have determined that you purchased the $15 data add-on plan with 20 GB of data on 8/8/2024 twice. However, the add-on data was not added to your account. We apologize for any inconvenience this may have caused you. An in-depth review of the account shows that this was caused by a systemic issue. Further review of the payments made shows that a refund was processed on August 9, 2024, with refund reference numbers ********** and **********.
  
  Please be advised that the credit will be posted on your account within 3-5 business days after processing. However, it may take up to 30 days for you to see it reflected on your account depending on your financial institution.
  
  We attempted to contact you via phone number ************ and email ********************* on 8/15/2024 and 8/16/2024, to discuss this matter. However, we were unable to reach you, and you have not replied to our emails yet.
  
  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 1303552855.
  
  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:08/08/2024

  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 was told i need to buy a new phone and to go to any ******* and make sure I got a tracfone from a chat with safelink. I did order a new tracphone from ******* like told I also ordered a new sim kit from safelink. Now im told the phone wasnt scanned from the retailer and cant activate it. I have the receipt showing ******* did scan it and i paid for it. ******* does not take back phones and so safelink wont do anything to help me after telling me to buy a new tracfone and sim kit.

  Business Response

  Date: 08/22/2024

  Dear *********************:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 08, 2024, regarding BBB case # ******** complaint.
  
  Your complaint states that you purchased a phone from ******* as per advised by a SafeLink representative; however, you were told that the phone was not scanned properly from the retailer, and could not be activated. In addition, you stated that the retailer does not accept returns and that SafeLink would not help you.
  
  We reviewed your SafeLink account,it has been deactivated on 8/21/2024 due to non-usage. Our records show that you were enrolled in the Lifeline program with SafeLink on 9/11/2023, with free benefits of unlimited talk, text and 10 GB of data with 5 GB of hotspot per month. However, your enrollment was cancelled on 8/21/2024, after the system detected no service usage in the account within 30 days. Please know that consumers must use the phone at least once every 30 days to keep their enrollment active. If you would like to continue receiving the free benefits, you can reapply online at ***************************************.
  
  On the other hand, we reviewed the status of the phone you ordered from *******,with IMEI or serial number ending in 3594; it is inactive. The device could not be activated at the moment because our records show that the device was not scanned properly from the retailer. In order for us to proceed with activating the phone, we will need to create a service ticket, and you need to send us the following:
           A full copy of the receipt.
           Phone or device's serial number/IMEI number.
           A copy of the barcode on the bottom of the device's package.
  Please send the above documents,together with your name, contact number and the service ticket number that we will be creating, thru email at ****************,or via fax at ATTN: IT TOSS Miami Fax # **************. We will contact you within ***** business hours from the time we receive the email/fax with the required documents.
  
  We spoke with you via phone number ************ on 8/15/2024, and provided you the above mentioned information. On 8/18/2024,we have created the ticket to update the status of your device, with service ticket number **********. We reviewed the status of the phone, but it was still not updated. Records show that we have yet to receive the required information in the correct email or fax.
  
  We spoke with you again on 8/21/2024 via same phone number,and you mentioned that you still has not received any response via email. We advised to escalate the issue to expedite the process and we agreed to continue in contact until this matter is resolved.
  
  Meanwhile, please retry to send required documents to the correct email at **************** together with your name, contact number and the ticket number for us to process this request.
  
  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 1303501845. 
  
  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: 09/03/2024

  everything finally was resolved 

   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,
  
  *********************