Business Profile

Cell Phone Supplies

Safelink Wireless

Headquarters

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Complaints

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

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:08/06/2024
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 will not let me keep my phone number when I change phone company
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 7, 2024, regarding BBB Case number ******** complaint.

Your complaint states that SafeLink will not allow you to keep your number when you change phone company.

We reviewed your case and found that your SafeLink account was suspended on 6/04/2024, due to the cancellation of your Lifeline program enrollment. Our record shows that your Lifeline enrollment, created on 5/05/2021 and enrolled/approved on 5/07/2021, got cancelled on 6/03/2024,because you opted to transfer your enrollment to another service provider. Port out request is not valid if account is inactive in our system. As per SafeLink Wireless policy, a phone number needs to be active with the current service provider in order to be eligible for porting to a new service provider. In this case, your account must be active for porting to be successful.

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

We attempted to contact you via phone number ********** and email ********************** on 8/15/2024, 8/16/2024 and 8/19/2024, to discuss the aforementioned details; however, we were unable to reach you. We have not heard back or received any email response from you as well.

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 1303555637.

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:07/31/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have had Safelink ********, a cell phone paid for by the state, for 6 years now, and I have experienced endless problems since ******* took over the company. Two months ago, my phone suddenly stopped having data, and I was not able to use my data for two months. I called in to tech support finally, and was put on a different network name, on which, I had data, but no cell or SMS messaging. Ever since this issue has started, I have called into tech support 7 times to resolve this issue, and not once, not a single time, has the issue been resolved. One time, I was even told by customer service in the first 5 minutes of the call to call them back at the exact same number. I have been thru trouble shooting, both regular, and advanced tiers 5 times. I have been guaranteed that my cell phone will be working when the network engineers are done with their updates, only to be disappointed over, and over, and over. Finally, today, I was told by customer support that their is something wrong with my cell phone. So I accessed a ******* diagnostic test, and ran it on my Note 8, and it says there is nothing wrong with it. I suspect the company is trying to force me from upgrading from a cheap, free, state sponsored plan, to a more expensive, legitimate plan, as I have seen the number of complaints about Safelink on reddit skyrocket lately. It feels to me like ******* is specifically trying to squeeze out the low cost customers to turn them into mid range or high range customers quietly in the background. I would like my full, all features service, fully restored, which I know as a former network engineer student, is not going to be that difficult. I want Cell, SMS, and DATA, all on the same network, or I will A, be canceling my ******** services, B, advising every person I talk to to never use ******* run companies, C, never spend a dime of my own money on a ******* network, partner, or subsidiary, ever again, and D, pursue legal action for the costs that will be incurred.
Business Response
Date: 08/14/2024
Dear ***************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 31, 2024, regarding BBB Case number ******** complaint.

Your complaint states that you have been with Safelink Wireless for six (6) years now with no service issue until ******* took over the company. You stated that two (2) months ago, your data has not been working, and you were told that the issue has something to do with your phone, which you believe is not the case.

In our review, we verified that you are enrolled in the Lifeline program with SafeLink since 6/5/2018, and is now receiving the monthly benefits of unlimited talk, text and 10 GB of data with 5 GB of hotspot.

We reviewed your SafeLink account; it is active and provisioned in our system. We have also verified that you have ******* Coverage in the area. However, within coverage areas, there may be significant limitations or interruptions in coverage that may impact service and result in dropped and blocked connections,slower ****************** and data speeds or no ****************** or data connectivity and call interference. This could occur due to many factors including your device, network changes, network traffic volume, network outages, technical limitations, signal strength, the terrain and your proximity to buildings, foliage and other obstructions, weather and other conditions.

We spoke with you on August 14, 2024 via phone number ************, regarding the status of your account and service concerns. We conducted the troubleshooting,but still was not able to identify the cause of the issue. Therefore, we escalated the issue to our network specialist, and they were able to identify some network discrepancies. Our Network Specialist was supposed to create a service ticket to resolve this matter; however, they encountered an issue with their system, which prevented them to do so. We apologize for any inconvenience this update may have caused you. We were advised that a follow-up ticket will be created afterwards, and to provide you with 72 hours timeframe. You agreed to call us back after the 72 hours passed.

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

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

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

Sincerely,

Executive *********************
Initial Complaint
Date:07/31/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a lifeline account with ******************** for my phone service. For the past 6 months I have constantly received messages stating I am not using my service and could potentially lose my benefits. This is FALSE. I have used my phone consistently on a daily basis. Each time I have received this messages I have called to find out why I was getting these messages despite using my from as required. Each time my account was checked and I was assured my service usage was in compliance and my account was updated so that I would not receive the messages.Despite these assurances, I continue to receive these messages via email or text. The messages are stressful given I am disabled and losing my service for no fault of my own would cause major problems for **** want someone to solve this issue and stop sending me these messages in error.
Business Response
Date: 08/13/2024
Dear *********************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 31, 2024 regarding BBB Case number ******** complaint.

Your complaint states that you are receiving message that you are not using the service and could potentially lose your SafeLink benefits, despite using your SafeLink phone.

We reviewed your SafeLink account; it is active and provisioned in our system. Your account shows that you are enrolled in the Lifeline program with SafeLink since 11/16/2023, and is receiving the enhanced Lifeline benefits of unlimited talk, text and 10 GB of data every month. In addition, Usage Records indicate that the phone is working and is being used.

SafeLink often sends notifications via text message and/or emails reminding customers to use their benefits to avoid cancellation of their benefits.

We spoke with you on August 7, 2024 at ************, regarding the status of your account and service concerns, and you acknowledged it.

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

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

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

Sincerely,

Executive *********************
Initial Complaint
Date:07/25/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My services were canceled due to when purchased a device upgrad and had 2 days to get info transferred being account and number they on there end didn't ad service to number transferred to new device and cut my services off about 2 weeks later and now I asked them how is it my fault that when recieved upgrade device and asked to transfers service they on there end didn't do it correctly and this is not my fault and asked them to fix problem they kept cutting me off on phone asking to call here or there or connecting to different people and would entirely do nothing but use words such however may try wait don't have access ect. Over and over again days go by explaining and explaining to every person in company that doesn't understand or have knowledge of how to do something that should only take a minute or two when having all the info needed. But instead tell me yes they will fix problem in the beginning or speaking to them about situation then as normal 45min to a hour and 15 minutes later here we go again told they'd need to transfer me again and again but with no prevail of any action by any employed representatives have no knoledge of how to do something so simple
Customer Answer
Date: 07/26/2024
They contacted me and started with however but and may the training vocabulary for no first thing I asked them are they going to fix this error and he said yes then started talking about things that were not related to this situation and I then asked when will device be on he stated I would like to help you however our sytem emediatly I asked is my phone I purchased through you was going to be working today and first words were don't think and I stopped him and said thank you for your time of fixing a problem that has not a thing to do with me they stated Before I would have to submit another application I told him you don't need anything from me you have all the info in system you either can fix the problem which is entirely a mouse click away but drags conversation out to incidents that are nothing to do with me they try to mention to pay for service then change it to lifeline after I stated that is not fixing the problem they created that is denied of fixing problem with a device I had to buy and now can't even use thanks to ***** trained customer service that each and every one of them state are supervisers when asked for them or hang up or leave me on hold for hours with adds through speaker as your on hold over and over again I told him I've been on phone talking more the past 3 days then in years of service and I asked again are you going to connect my service ect. He again stated we have the system slow I said thank you very much you have all the info from account you don't need me sitting on the phone for hours he said something about the state cut it off I laughed and stated to him I know 100 percent the system from lifeline site and the people I spoke with clearly stated that ther was no other provider since I've started and till when phone cut of 4 days ago and still says safelink wireless you know you guy's messed up by not transferring my service with the number to new phone so there system said I had 2 services he stated he can't tell what the reason was I said you just gave me the reason but yet you can't see the reason this make entirely no sense you have all my info to take care of situation so do it or don't thank you bye bye. And hung up then I get an email later stating I refused to be helped he going to try again on Monday the facts are try what to do nothing except talk around and not do something that in all companies take a total of how long to type IMEI or SIM number in and its done but he makes it out as if he doesn't even know what to do but he can connect If I pay for services emediatly
Customer Answer
Date: 07/30/2024
They clearly don't know what they are doing they state they will help but now they say I need to re apply but already enrolled and told the this and they still act like they don't understand the application procedure wont let me due to there already is an enrollment id active through safelink and they know this .He stated I refused his help infact they just don't want to do nothing so suffer.
Customer Answer
Date: 07/30/2024
They stated reason for disconnected was at first due to other provider now they state I didn't renew lifeline and put application and call back both there system and lifelines system both still have my enrollment id active and systems won't let me re apply for something already aprooved for I emailed him and sent these screen shots to him still refuses to help . Or activate my phone which should have never been de enrolled as he says . He just called again and he sees problem and first thing I stated was when you going to put phone back on that I purchased with my benifits that are active he says it's not that easy I stated either your going to help or not I showed you proof and you still don't understand he said yes but he started with key words again but and however and I stated for the past week I've been going on and on about this it was a mistake on your end you either take care of this or not and hung up due to tired of lies every where I turn I've been talking and emailing more the past week than I have in a year it makes no sense . They need to fix or refuse to do it one or the other Not with however but *** might being used it's a click of a mouse and they know this they have every bit of info needed to do it but refuse but asked me to activate with paying is possible this is to much for somone to have to go through for common sense.Heres the screen shots I sent him
Customer Answer
Date: 07/30/2024
They stated reason for disconnected was at first due to other provider now they state I didn't renew lifeline and put application and call back both there system and lifelines system both still have my enrollment id active and systems won't let me re apply for something already aprooved for I emailed him and sent these screen shots to him still refuses to help . Or activate my phone which should have never been de enrolled as he says . He just called again and he sees problem and first thing I stated was when you going to put phone back on that I purchased with my benifits that are active he says it's not that easy I stated either your going to help or not I showed you proof and you still don't understand he said yes but he started with key words again but and however and I stated for the past week I've been going on and on about this it was a mistake on your end you either take care of this or not and hung up due to tired of lies every where I turn I've been talking and emailing more the past week than I have in a year it makes no sense . They need to fix or refuse to do it one or the other Not with however but *** might being used it's a click of a mouse and they know this they have every bit of info needed to do it but refuse but asked me to activate with paying is possible this is to much for somone to have to go through for common sense.Heres the screen shots I sent him
Business Response
Date: 07/31/2024
Dear *********************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 07/25/2024, regarding BBB case number 22043482. Your complaint stated that your service was cancelled as you purchased a device and you tried to have the phone number and the Lifeline benefits transferred without success for 2 days. Finally, when you could transfer the number 2 weeks later your service was disconnected, and despite of the fact that you have been calling customer support, you have not received the proper assistance on this matter. In reviewing your account, our records show that you used to have Lifeline benefits; however this enrollment is inactive since 06/26/2024, because you did not have an active Safelink phone. In order to enjoy the Lifeline benefits with Safelink again, you need to create a new application and this one needs to be approved for the California Lifeline Administrator (*****). We need to speak to you in order to inform you regarding this situation and continue with the follow up on the new application you need to create. 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 successfully spoke to you via phone at ************ on 07/26/2024 and when trying to explain you the situation, the call was disconnected on your end. We successfully spoke to you via phone at ************ on 07/29/2024 and we let you know that you needed to re-apply; however, you stated that you were already approved with the ***** and hung up. On 07/29/2024 you sent us proves that you were already approved and enrolled with the *****; however, this new application you need to create it is with Safelink and after that, send the required documentation to the ***** for the new application to be approved and later on, enrolled. We need to speak to you again in order to inform you about the aforementioned. We successfully spoke to you via phone at ************ on 07/30/2024 and when trying to explain you the situation, you hung up on us refusing to listen the process we need to follow to have this issue fixed. For more assistance, you can contact us at ************** enter PIN ****, our agents will be more than happy to assist you from Monday to Sunday, from 9 a.m. to 7 p.m. Est. Please refer to ticket No. ********** and email reference No. 5392285. Based upon the foregoing, we will close this case unless we hear from you.
If you have any further questions or concerns, a customer corporate representative can be reached at ************************. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST.

We appreciate your business.
Tracfone Wireless
Customer Answer
Date: 07/31/2024
Now you can clearly see nobody has any sense in this matter and no one take responsibility or fix
Customer Answer
Date: 08/01/2024

Complaint: 22043482

Now you can clearly see nobody has any sense in this matter and no one take responsibility or fix

Sincerely,

*********************
Customer Answer
Date: 08/01/2024
No I am not satisfied and that is a factual lie and they know this I've always use a Safelink device and the new one was from safelink I purchased the situation as they know and are aware of pushing lies and excuses to far they clearly did not apply my benifits to the new device and now tring to cover there mistake The device I had on 6-26 was a safelink device and is the only devices ever used from them so they want to persist in lies show proof becouse I will and then watch them lie about it either way the diminished capacity of ignorance and lack of responsibility is truly sad.And as far as applying again already enrolled through life line they Safelink has an active enrollment id in system there for there system won't let me apply and he knows this either way he clearly doesn't know what he is doing due to hour of lies back and forth between there staff is sad in his position supposedly he would have access to fix but being told limited and or no access at times this is all just lies and no matter how they try to spin it corrected lies 3-4 times already now there trying to say this this is why I hate people who think there special but infact a sorry person with no morrals and his afterlife will surely be judged thats the satisfaction by me but they need to take accountability for there lies and restore my service
Initial Complaint
Date:07/25/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
SafeLink wireless are denying me service and allowing employees to hack into the government phones and share the location making it extremely dangerous. I've been getting terrorized by SafeLink wireless employees.
Business Response
Date: 08/07/2024
Dear *****************************:

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

Your complaint states that SafeLink Wireless has denied you phone service, phones getting hacked, sharing locations and concerns about customer care.

We apologize for any inconvenience you might have experienced while having the service; however,please know that we value our customers privacy and ensure the safety of their account.

We have reviewed your case and found that you reapplied and got enrolled on the Lifeline program on 4/11/2024.However, on 6/22/2024, your enrollment was transferred to another service provider, leading to the cancellation of your Lifeline enrollment under SafeLink Wireless and the deactivation of the account itself. Based on our records, when you still have Lifeline with SafeLink, the benefits were sent and delivered each month. The usage report of your account also shows that the service was being used. If you want to have your account reactivated with your Lifeline benefits, reapplication is needed. To reapply, please go to the SafeLink website (www.safelinkwireless.com).

We have contacted you via phone number ********** and through e-mail address ************************ on 7/26/2024 and 8/6/2024, but with no success and no response as well from our e-mails. We manage to speak with you on 8/1/2024, but you refuse the assistance and asked for someone else. Another callback was made on 8/05/2024, but you cannot cater us because you were driving. On 8/7/2024, we spoke with you again via phone number ********** at 12:02 PM EST, wherein you mention that you do not want Safelink services anymore. Thus, further assistance is no longer needed.

If you should still require assistance, you can contact ************** enter PIN (1900 or *****. 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 1302308662.

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:07/24/2024
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.
The customer service has always been bad, they hang up on you if you have issues to be solved. It's not unusual for me to have to call over ten times to get to a person that will listen. Also it's not unusual for it to take an overall time of multiple hours calling them to get any help and that's not ending up with anything solved that's just to talk to a person. My issue here is that I paid 15 dollars for 20 giga bytes of data and only have gotten 10. I called backed and 3 different people at 3 different times told me it was fixed and I have 20gbs now but it's still at 10 gbs.
Business Response
Date: 08/02/2024
Dear *******************:
We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 24 2024, regarding BBB case # ********.
Your complaint states that you have paid for a service plan that has not been fully redeemed. You contacted customer support multiple times but they have not provided a resolution to this matter.
We reviewed your account and your account it is currently active in our system. you applied for the Affordable Connectivity Program (ACP) on 09/13/2023 and were enrolled on 09/13/2023. You also applied for the Lifeline Program on 07/15/2022 and were enrolled on 07/29/2022 with benefits that include Unlimited Talk and Text with 10GB/month of FREE data including 5GB of ************* Transaction records show that the benefits are attached to the account and being issued every month. Call records show that your phone is being used.
Our records show you purchased a 20GB Data Add-on on 07/23/2024 but this was not applied to the account. You received replacements per reference ********** on 07/23/2024 and ********** on 07/24/2023 but these were not the right amount of data. It is required to speak directly with you to validate account and add the service.
Please note, TracFone Wireless customer account authentication policy operates under strict security standards to protect the integrity of its customers' information. We cannot process any changes to an account unless you complete the validation protocol required.
We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future.
We attempt to contact you multiple times via phone at ************ on 07/25/2024, 07/26/2024, 07/27/2024, 07/30/2024 and 08/02/2024. Emails were sent to ********************* however, we were unable to speak with you.
If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST.
Please refer to Email Reference Number ******* or Ticket Number ********** Based upon the foregoing; we will close this matter unless we hear from you. Thank you for choosing TracFone Wireless.
Customer Answer
Date: 08/02/2024

Complaint: 22039298

I am rejecting this response because: I work during those hours so a scheduled pre-determined time would be more appropriate.

Sincerely,

*******************
Business Response
Date: 08/14/2024
Dear *******************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 05, 2024, regarding BBB Case number ******** complaint.

Your complaint states that you are working during the hours we call you so a scheduled time for a callback would be better.

Upon review, the account is active and well provisioned on the system. Usage Records also indicate that the phone is working and service is being used. In addition,we have verified that your original complaint regarding the missing 20 GB data add-on has already been resolved; it has been added successfully to the account.

We spoke with today, August 13, 2024 via phone number ************, and discussed the updates on the matter regarding the 20 GB data add-on you purchased. You confirmed it and mentioned that no further assistance is required.

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 1302242401.

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: 08/14/2024

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:07/22/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
July 17 2024 went with Safelink/ Trac phone through the lifeline program. Tried getting phone service with them but they don't support E sim phones so i wasn't able to do so. I had transferred my number from original provider. NEVER had service turned on through Safelink. They wont release my old number I had. My enrollment was *********** my application # Q11792-81237
Business Response
Date: 07/29/2024
Dear *********************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 07/22/2024, regarding BBB case number ********.

Your complaint stated that on July 17, 2024, you tried to use Safelink with the Lifeline benefit; however, Safelink does not support E-sim, thus, you could not use Safelink. You transferred your number from your original provided and as it never worked you are trying to have it back on the original provided; however, you could not.

In reviewing your Safelink account, our records show that you applied for the Lifeline program on 07/15/2024 and you were enrolled on 07/17/2024, now your Lifeline enrollment is inactive since 07/18/2024, because you requested to have it cancelled. We need to speak with you in order to try to reactivate the account and send you the *** or escalate the case if necessary.

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 reach you multiple times via phone at ************ and email was sent to ************************ on 07/23/2024, 07/24/2024, 07/25/2024, 07/26/2024 and 07/29/2024; however, we were unable to speak with you.

For more assistance, you can contact us at ************** enter PIN ****, our agents will be more than happy to assist you from Monday to Sunday, from 9 a.m. to 7 p.m. Est.

Please refer to ticket No. ********** and email reference No. *******.

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

Thank you for choosing Tracfone Wireless.
Initial Complaint
Date:07/21/2024
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 have contacted this business several times to speak to a Supervisor to no avail. It is as if representatives get in trouble for transferring customers to supervisors. I have also sent emails to try and get in touch with a supervisor. Additionally I am under the impression that all the representatives I have spoken to to date are not in ******* and as I previously stated are told not to transfer calls to supervisors.I am trying to fix my cell service account.I can be reached at *************
Business Response
Date: 07/26/2024
Dear ******* ***********************,

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

**************** complaint state that she have been trying to request to speak with a Supervisor to no avail. This is about her cell service account need to be fixed.

We reviewed ****************** account; it is active and provisioned in the system. The device is VoLTE (Voice over LTE) compatible and is connected to the new standard network. Safelink Wireless strives to provide our customers with a reliable network experience; we know our customers rely it. Balance records show that the minutes redeemed were properly applied, and daily usage reflects that the phone is active and being used. We looked at how much she used his phone on a daily basis and discovered that he used it relatively. An in-depth review show no records of a restriction placed in **************** account that *** lead to or contribute to service interruptions.

Fuirthermore, an applications for Lifeline was submitted on June 27,2024, however, tha status of her enrollment was still in Pending for Qualified on 6/28/2024 due to initial usage is required. With this we need to speak with ************** to futher assist and ask more information on her account.

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

We spoke with **************** today July 25, 2024 via phone number **********, as per conversation, **************** state that she requested to talk to a supervisor but was told not to transfer calls to supervisors. We informed **************** that we are trained to assist her concern, however, she refused to be assisted.

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

Please refer to ticket number 1302121528.

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


Sincerely,

Executive *********************
Initial Complaint
Date:07/19/2024
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.
Three days ago my internet stopped working and si did my hotspot. I have to have my hotspot for my classes that I take online. Upon contacting them I was told I was out of data. And I needed to purchase a data package. So I did for *****. after that my phone still did not have data or hotspot. So I called them again. And then I was told the data package that was sold to me did not have hotspot. So again I purchased another package of data. And again I had no service so I called again. This time I was told nothing could be done , the system was down and to call back another day. .I can't do my school work again and now I'm broke for all the data I purchased that dident help my issue and I'm fallen another day behind. I want a refund for buying what they told mey problem was but wasn't. I could had done better if had nlnot bought service o dident need.
Business Response
Date: 07/30/2024
Dear ***************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 19, 2024, regarding BBB case # ********.
Your complaint states that your data and hotspot services stopped working, you contacted customer support and they informed that you used your high-speed data and you needed to purchase a new plan. However, this did not include hotspot and added a new plan. you are asking for a refund of the plans added.
In reviewing your SafeLink Wireless account, is active in our system with IMEI ending in 6153. you applied for the Lifeline and Affordable Connectivity Program (ACP) benefit on 10/23/2023 with benefits that include Unlimited Talk and Text with 10GB/month of FREE data including 5GB of ************* Transaction records show that the benefits are attached to the account and being issued every month. Our records show you added a $15 plan on 07/18/2024; however, records show you were refunded on 07/2024 for the plan added. No refund is needed since you have been already refunded.
We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future.
We attempt to contact you multiple times via phone at ********** on 07/20/2024, 07/23/2024, 07/24/2024, 07/25/2024 and 07/30/2024. Emails were sent to ******************** however, we were unable to speak with you.
If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST.
Please refer to Email Reference Number ******* or Ticket Number ********** Based upon the foregoing; we will close this matter unless we hear from you.
Thank you for choosing Safelink Wireless.
Initial Complaint
Date:07/17/2024
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.
They keep turning my sevice off and then when i call to have it fixed they either tell me to re enrol which I did. They turned it bck on and used 2 days turned it off again. They also have hung up on me and then harras me by sending up to 10 or 20 txt bck to bck. In one yr i bet i had to get my phone turned bck on i bet 6 to 7 times if not more. I ask to speak to a supervisor and there response was that they cant do that.
Business Response
Date: 07/30/2024
Dear ***************************:

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

**************** complaint states about her services with Safelink that they are keeping the phone off and was reactivated with only 2 days. She want her services back on.

Upon review, account is under ******************** Lifeline. Showed that her old enrollment ID# on the account has been canceled. The old enrollment ID# and the new enrollment ID# had the same account number *********. New enrollment ID# ********* was applied on 7/12/2024 and was canceled on 7/24/2024, due to no active Safelink phone.

Please be advised, **************** need to re-enroll back to the Safelink website or she can contact the ****************************************** at **************. The documents should be in order to consider a Food Stamps / ******** card valid, both sides of the card should be provided. If an applicant only submits the front of the card, the proof should be rejected. The Free SafeLink Phone option will not be available to all applicants. Its based on their state of residence and the conditions of their qualification. Plans not available will be grayed out. Please know that once the primary benefit is cancelled, any pending application will be automatically unqualified.

Attempts were made to reach ****************, via contact phone number provided and on her e-mail address ************************* on 7/23/2024, 7/24/2024 and 7/25/2024. But, with no success and no response as well from our e-mails.

This 7/30/2024, We spoke and as per conversation, she said that her phone is working now and Safelink turn it on. Tried to provide her the information that she needs to re-enroll back to the program, but, insisted that it was resolved. Even though she insisted, we still informed her that if she notice that her phone was not working and that she can call us back anytime to make further assistance.

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

Please refer to reference Ticket Number 1302122573.

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

Sincerely,

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

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