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.

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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: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.
I ran out of DATA yesterday not knowing that the agent a few days ago issued the WRONG PLAN to my phone.Couldn't look up bus schedules ALL day.Called 611 and got this D#MB C#NT at around 4:15 pm,07/17/24,from my phone # included in this complaint,who started LAUGHING!! then said she wouldn't refund the plan or change it I had to get a new one.I started calling her a ** then said "TRANSFER ME TO THE SUPERVISOR. NOW." She kept laughing SO I LAUGHED BACK AT THE B#TCH BECAUSE SHE WAS ACTING LIKE A COMPLETE RET@RD & KEPT LAUGHING BACK AT HER THEN MIMICKED HER LAUGH. She said "I'm not transferring you to the Supervisor. We can't do that here" which I'm sure is a LIE. CALLED HER A B#TCH & A HO AGAIN. Because she was lying. This idiot. FIRING THE DUMB TW@T IS THE ONLY THING TO DO. I got nothing done for 10 min after entering all my info because texting HELP doesn't really do anything. It tells you to use the website or call. THAT'S COMPLETELY F#CKING DUMB TOO!! I'M CHANGING CARRIERS; ALREADY WAS PLANNING ON IT BEFORE THIS HAPPENED. BUT THIS TW@T RAG OBVIOUSLY WANTS TO LOSE HER SH#T JOB BECAUSE THE **** ACTS LIKE SHE DOESN'T EVEN HAVE ONE. Then I called in directly after that. Different agent had me on the phone about 20 min. Saying he "fixed the plan" but never did. I took out the *** & shut the phone off 5 min. Then turned it back on - nothing changed. ALL BECAUSE YOU CURRENTLY HAVE 2 $20 PLANS with different data & one's an unlimited promotion & the other only has 4GB OF DATA??!! BUT I SPECIFICALLY SAID THE UNLIMITED EVERYTHING PLAN. WITH UNLIMITED DATA. So whoever added the wrong plan should also be FIRED FOR LYING. & THE GUY WHO SAID HE FIXED IT BUT WAS LYING. YOU'RE CALLED "SAFE"LINK??!! & WHY IS THAT??!! I WOULDN'T RECOMMEND THIS COMPANY TO ANYONE IN THE WORLD.You'll have to listen to ALL the recorded calls made to 611 from my number between 4:15 pm & 10:15 pm.Because at around 10 pm I finally reluctantly purchased 20 GB OF DATA.2 "SUPERVISORS" didn't refund/fix plan.
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 July 17, 2024, regarding BBB case # ********.

Your complaint states that the mobile data ran out from your account. You previously purchased and requested the $20 plan for unlimited everything; however, you were provided with the $20 plan with 4GB, you contacted customer support, but they were unable to provide you the required resolution.

In reviewing your account, it had the unlimited talk, text and 4 GB data plan, you previously used the $20 service plan with unlimited talk, text and data. The current purchase was done from system with an agent; however, looking on the system, the plan for unlimited everything is available just for purchase and we could not replace it manually on our system. It was required to speak directly with you and agreed a service plan similar to the one you wanted to obtain.

We attempted to reach you multiple times via phone at ************ and email was sent to ***************** on 07/18/2024, 07/19/2024, 07/21/2024, 07/22/2024 and 07/25/2024; however, we were not able to reach you.

Per our records, the phone number ending in 1650 was transferred to a different service provider on 07/19/2024 per ticket **********.

You replied our last email sent in 07/25/2024 and indicated that you already resolved your concerns.

We appreciate your feedback regarding your negative customer service experience. We value customer feedback to support future improvements. We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future. As part of our commitment to assist our customers, our team undergoes continuous training.

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 ******* Ticket Number 1301870421. Based upon the foregoing, we will close this matter unless we hear from you.

Thank you for choosing Tracfone Wireless.

Sincerely,

Tracfone Wireless ****

Customer Answer
Date: 07/29/2024
The company shouldn't exist because they have the poorest "service" in the world & I was glad to end their pathetic excuse for "carrier" services. I wouldn't contact their supposed "resolution center" because I get the same lack of "service". Both ******** & "Safe" link should be terminated because their agents are obviously paid low enough wages that their lack of education & having no professionalism both don't matter to their supposed "employer". SO I'M DONE W/ THEM. PERIOD. MY BANK WILL BE GIVING ME BACK THE MONEY I SPENT ON NO REAL SERVICE.
Customer Answer
Date: 07/29/2024

Complaint: 22002342

I am rejecting this response because:
The company shouldn't exist because they have the poorest "service" in the world & I was glad to end their pathetic excuse for "carrier" services. I wouldn't contact their supposed "resolution center" because I get the same lack of "service". Both ******** & "Safe" link should be terminated because their agents are obviously paid low enough wages that their lack of education & having no professionalism both don't matter to their supposed "employer". SO I'M DONE W/ THEM. PERIOD. MY BANK WILL BE GIVING ME BACK THE MONEY I SPENT ON NO REAL SERVICE

Sincerely,

***************************
Initial Complaint
Date:07/16/2024
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 cannot get a supervisor from safe link who have deactivated ,de-enrolled, me ,now these ppl turned on/ off network and o isn't get a new service. These ppl never have supervision ever I cannot get anything done these ppl changed my personal info as ifon the phone hang up and this one is pushing buttons when is this going to end? All complaints should have these companies destroyed bc as I see it's many problems, data breaches , blacklisted this is horrific and allowed only in *** ? Complaints complaints.tge acpprogram was not consumers we turn applications the phobe companies give to other than consumers on fixed income as I know one making ******* and gets acp but these mf de-enrolled me from acp and lifeline . I never used the service for an entire as these ppl turned off and on phone and the network
Customer Answer
Date: 07/17/2024
I need a supervisor for safelink that seem to never have manager or supervision. This why my info was changed.
Business Response
Date: 07/24/2024
Dear ***************************

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 16, 2024, regarding BBB case # ******** complaint.

Your complaint states that your service with Safelink Wireless has been discontinued when you did not request for it; that being said, your phone service has been affected and you were not able to use it properly. Furthermore, you are requesting that you would like to have the network back with the intention to use the service with new service company.

Upon research; we were able to find that you have applied previously for Lifeline Program as primary benefit along with Affordable Connectivity Program (ACP) on 04/29/24 with 350 free minutes; unlimited texts with 4.5 GB of internet service; however it has been deemed cancelled on 05/07/24 as customer request owing to being unsatisfied with the service.

In depth review of the records; it is shown that you have applied on 05/07/24 for Lifeline Benefits that include Unlimited Talk, Unlimited Text with 10 GB of hotspot data owing to transferring the services with another service provider.

Please note that, a customer may transfer their Lifeline benefits to another participating provider once per service month. The National Lifeline Accountability Database (NLAD) requires the customer's express consent before each Lifeline and/or ACP benefit transfer transaction occurs. By granting consent, the customer is recognizing that they will no longer receive their benefits through the previous service provider. The consent also ensures that the customer's benefits are properly transferred to the new service provider, so the customer can continue to receive their benefits without interruption.

Additionally, the phone number subject of complaint, currently shows that it has been transferred out to ******** on 06/11/24 and currently the device that was attached to it is no longer in service. As a resolution; we would advise to re-apply at www.safelink.com. National Verifier: Assistance: **************. The support center is open 7 days a week, from 9:00 a.m. to 9:00 p.m. EST. It might take 7 to 10 business days for the process to be completed.

Taking this into account; it would be best to speak with you over the phone in order to clarify the information and provide you the assistance if a new enrollment is requested.

We attempted to contact you over the phone at ************ on 07/17/24; 07/19/24; 07/20/24; 07/21/24 and 07/24/24 and e-mails were sent at ********************* in spite of receiving an answer from you by e-mail on 07/17/24; we were not able to speak successfully about the matter.

We appreciate your feedback regarding your negative customer service experience. We value customer feedback to support future improvements. We would like to apologize for any inconvenience you may have experienced with Safelink Wireless and will do our best to prevent similar issues from occurring in the future. As part of our commitment to assist our customers, our team undergoes continuous training.

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 **********. 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: 08/06/2024

Complaint: 21996706

I am rejecting this response because: they are not truthful the service was 4/17/24, phone they attempted to call was my number to be transferred they are lying it was never assurance wireless / safelink had it I called them no response, emailed I filed bc they did not provide service for safelink/ trac phone service. I want the network unlock since it should be after 60 days it's been months.they cancelled my service when I had it 6 times deactivated 2 I did not request anything I can't believe these ppl we as citizens telling you ppl bbb about the scams ,how they phone ** destroyed acp we have nothing but an application we have no more say once turned in so all the phone ** destroyed acp for all these **nsumers.and it's allowed? Mortified. I want to use phone it's **mpatability with other services . These ppl have another number and they had the phone number ********** that was to be switched they took my number kept service until I called then turn off service to my number that was supposed to be transferred they did not. This is disturbing all the madness in *** with these ppl other other ends of these phones can't speak read or write this is why I'm cleaning up a mess these ppl creasted.

Sincerely,

***************************
Business Response
Date: 08/16/2024
Dear ***************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 06, 2024, regarding BBB Case number ******** complaint.

Your complaint states that you did not get the service with SafeLink as it has been cancelled multiple times. You are asking to unlock your phone. In addition, you mentioned that your phone number was not transferred.

Please note that, a customer may transfer their Lifeline benefits to another participating provider once per service month. The National Lifeline Accountability Database (NLAD) requires the customer's express consent before each Lifeline benefit transfer transaction occurs. By granting consent, the customer is recognizing that they will no longer receive their benefits through the previous service provider. The consent also ensures that the customer's benefits are properly transferred to the new service provider, so the customer can continue to receive their benefits without interruption.

Upon review, your latest Lifeline application on 5/7/2024 got enrolled on 5/23/2024.However, it was cancelled on 6/11/2024 after you requested to transfer your benefits to a different service provider. If you would like to continue receiving the benefits, you can reapply online at www.safelink.com, or by contacting customer service.

On the other hand, our records indicate that your request to transfer your phone number was successfully processed in our end on 6/11/2024, with port-out reference number **********. If you have issues with not being able to use the phone number, please contact your new service provider so an investigation can be conducted on both service providers.

Lastly,regarding your request to unlock your phone, our records show that your phone is already eligible for unlocking. Please turn the device OFF and back ON to start the unlocking process. This process may take couple of hours.

We attempted to contact you multiple times today, August 15, 2024, via phone number ************ and email ********************* to discuss the status of your account and service concerns. However, we were unable to reach you. We need to speak with you directly to discuss this matter.

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 1298574562.

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:07/12/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My service for acp /lifeline gets cancelled without notice and talking to your reps is pathetic. My free service doesnt expire yet. So why do you making me fill out a new application?
Business Response
Date: 07/23/2024
Dear *******************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 07/12/2024, regarding BBB case number ********.

Your complaint stated that your service for the Affordable Connectivity Program (ACP) and Lifeline was cancelled without any previous notice despite of the fact that it shouldve not expired yet, thus, you dont understand why you are being told to fill a new application.

In reviewing your Safelink account it is active with the **** ending in 9097. you applied for the Affordable Connectivity Program (ACP) on 12/06/2023 and you were enrolled on 12/09/2023, later on, you applied for the Lifeline program on 07/12/2024 but this application it has being on hold status since its expedition. Call records show that the phone is being used; nevertheless, as customer you are qualified for Lifeline already we need work on the account and speak with you in order for the application not to remain on hold status and the benefit to be activated.

We attempted to reach you multiple times via phone at ************ and email was sent to ***************** on 07/15/2024, 07/16/2024, 07/18/2024, 07/19/2024 and 07/22/2024; 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:07/07/2024
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've been trying to get my safelink wireless application approved for weeks. I submitted all documentation online, as requsted. When I called to check on the status, they initially sent me to the state of California lifeline number. Then when they said they have never received an application from Safelink, the safelink supervisor was very rude to me on the phone and said all I could do was send my SSN and income details again and wait. Now my application shows "Rejected Source: Administrative"I just need to get help to get my application approved.
Business Response
Date: 07/23/2024
Dear ***********************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 7, 2024, regarding BBB Case number ******** complaint.

****************** complaint states that he was trying to get his application approved for weeks. ************** added that he already submitted the needed documents, but still unsuccessful.

We searched our system using ************** complete name, email address and phone number provided in the complaint; but we were not able to pull up an active account. Meanwhile, Mr. applied in Lifeline plus Affordable Connectivity Program (ACP) with Safelink Wireless on 5/16/2024, but it was rejected on 7/01/2024. Moreover, California Lifeline Administrator rejected the application due to insufficient qualification documents until the allotted grace ****** (45 days) of inactivity from the enrollment elapsed. With this, we need to speak with ************** to provide further assistance.

We spoke with ************** on July 22, 2024 at ************. As per our conversation, he confirmed that he does not have an active account with **********************. Thus, we discussed the status of his enrollment and advised to re-apply in the Lifeline program. He acknowledged the information provided and agreed.

If ************** should still require assistance, he 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 1301496050.

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:07/05/2024
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.
"A customer may obtain their Number Transfer PIN (NTP) by texting the keyword "NTP" to ****** on the device in use." - is ******** - texted from a text capable device and received no answer."the customer can also call customer care at ************** and use PIN ****** to receive the number by email. " - is ********. I called and spoke to "******* ID ******" today, 7/5/2024 at 7:58am PST- and received NO code to my email, and was requested to provide "last phone numbers I called from the device during last two months" - from the device which has not existed (has been destroyed for the las FOUR month and I had NO service with Safelink for the last four month. This question has been asked MANY times by Safelink and IMPOSSIBLE to answer for the reasons above. After that she refused to give me the number. "e-mail at ********************* on 5/15/2024, 5/17/2024, 5/20/2024, 5/21/2024, and 5/28/2024, but we have not been able to reach her." - ******** - not a single E-mail was ever received.To conclude - the response letter sent by Safelink is ENTIRELY DELIBERATE ******** repeating over and over the same ******** they responded with to all the previous complaints.Safelink continues BULLSHITING and refuses to release my number - which much be done UNCONDITIONALLY by federal law. This "Given that the account is currently inactive, we were unable to process the requested port out to another service provider. As per policy, a number needs to be active in order to be eligible for porting." is ILLEGAL. The number should be released UNCONDITIONALLY.I suggest Safelink release my number - and stop BULLSHITING. ******
Business Response
Date: 07/16/2024
Dear ********************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 5, 2024, regarding BBB case #********.
Your complaint states that you could not get a Number Transfer pin to release your phone number. You contacted customer services, but the process was not successful, and your SafeLink Wireless services were not working properly for 4 months.
We reviewed your account and found it was inactive in our system with IMEI ending in 2299. You applied for Lifeline on 11/23/2022 and you were enrolled on 11/29/2022. However, records show that the benefits were transferred to another service provider at your request. Due to the cancellation of Lifeline and benefits your service ended on 04/19/2024.
Please be advised that as per Terms and Conditions states, a phone number needs to be active with the service provider in order to be eligible for porting to another service provider.
We attempt to contact your multiple times via phone at ************ on 07/09/2024, 07/10/2024, 07/11/2024, 07/12/2024 and 07/16/2024. 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.
Initial Complaint
Date:07/05/2024
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.
Date of the transaction - June 28, 2023 Amount of money provided - $22.46 What business was supposed to provide - They have TWO plans. One is $20 for 4GB, one is $20 for UNLIMITED high speed 4G LTE on their website. I used unlimited data all last month on this plan and they refuse to fix my service back to where I have the plan I PAID FOR!Whether or not the business has tried to resolve the problem - NO! They made it worse. They didn't put the right plan in, they didn't try to fix it. They messed up and are REFUSING to fix it. I want the service fixed or I want a REFUND! This is unacceptable. Account # - It's just tied to my phone # so the phone # I am using this under is ************ In my screenshot, I took a screenshot of the plans that were available and I put a ********** around the one I purchased! They are trying to rip me off, I want my high speed unlimited data for the month because I use it for MY JOB! Thank you.
Business Response
Date: 07/22/2024
Dear *********************,
We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 07/05/2024, regarding BBB Case number ******** complaint.
Your complaint states that you added service on 6/28/2024 for $22.46 and you were supposed to receive unlimited service. You used the unlimited data all last month. Now, upon contacting customer care, the service plan was not fixed or switch back to the last plan you paid for.
In reviewing your Safelink Wireless account is active with the Lifeline Program, which includes unlimited minutes, text messages and 10GB of mobile data. Transaction records show that the benefits are attached to the account and being issued every month. Call records show that the phone is being used.
We confirmed that per Ticket No. ********** the correct service plan was added to the account and the issue has been corrected.
We attempted to contact you multiple times to the contact number ************ and email sent to *********************** on 07/09/2024, 07/12/2024, 07/14/2024, 07/14/2024 and 07/15/2024; however, we were unable to reach you.
If you still require assistance, you can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
Please refer to email reference number ******* or Ticket Number 1301318395
Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing Safelink Wireless
Initial Complaint
Date:07/04/2024
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 bought a new phone from SafeLink, the phone exploded in flames and melted down for 15 minutes. I maybe had the phone for a month before this happened maybe less. The flames destroyed a new memory card that was in the phone and was injured as a result. SafeLink has refused to issue a replacement or do anything for that matter. I recieved a message from the online system that my phone was not associated with an account after reporting the incident to SafeLink. I have since been forced to start service with another company.
Customer Answer
Date: 07/12/2024
I have been contacted by SafeLink/TracFone, I was informed that the only way I could receive a replacement phone is to re apply to their service. I was guaranteed over the phone that I would receive a replacement phone with the same features as the original, but it was not guaranteed that it would be the same model of phone if the warehouse was out of stock.
At this time I am looking at changing services yet again back to SafeLink/TracFone.
I was told that I could verify the damaged original phone by updating the bbb case with photos of the phone (and I will do so also by email directly to SafeLink/TracFone. Below is a link to the photos I took of the original phone to verify damage.
*******************************************************************************
Business Response
Date: 07/18/2024
Dear *************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 04, 2024, regarding BBB case # ******** complaint.
               Your complaint states that you purchased a new phone from SafeLink, the phone exploded in flames and melted down for 15 minutes. SafeLink has refused to issue a replacement and you received a message from the online system that your phone was not associated with an account after reporting the incident to SafeLink. You have since been forced to start service with another company, and you are requesting a replacement phone.
               We reviewed your account and we found the phone and service deactivated on 05/24/2024, because you requested to port out your phone number to a new service provider; per reference ticket No. ********** indicates. When you requested to port out your phone number, the Lifeline benefit was cancelled as well for transfer out request. Therefore, you are not eligible for a replacement phone, because you are no longer part of our Safelink Program.
               We have contacted you on 07/12/2024 to the phone number **********; and you stated due to the reason that the replacement phone was denied, you ported out your phone number and moved to a different service provider. However, you insisted to get the replacement phone, and you were educated you must reapply for the Lifeline Program. Per our records show, you reapplied for the Lifeline benefit on 07/12/2024 and you were enrolled on 07/16/2024; we also found the ticket No. 1301500567, created on 07/12/2024, to send a new *** card to use your own device. The *** card was shipped out with the tracking No. ********************************** from *****
             We have attempted to reach you multiple times since 07/13/2024 to the phone number ********** without success. Email was sent to ********************** providing the tracking number for the new *** card, with the estimated delivery date.
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 1301317496. Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Safelink Wireless.

Sincerely,

Tracfone Wireless ****

Customer Answer
Date: 07/18/2024

Complaint: 21942553

I am rejecting this response because:
Safelink/tracfone has promised me a replacement phone equal to the one that burnt up. They have not replaced the phone, they have not sent a new sim card to start service with the company again after I re enrolled. They have sent a tracking number that shows something that has not even been given to the post office and have told me that the tracking says I will receive a replacement sim card today.

It has been a week since I re enrolled. The company that I was forced to changed to when TracFone dropped my service initially has now dropped me since I re-enrolled with TracFone. I now have no phone service at all. ******** has told me they are trying to call me and cannot get in contact which me. This is because I have no service. Tracfone required me to re enroll with TracFone to get a replacement phone for the one that burnt up. They would not send a replacement otherwise even though they sold a dangerous and defective product to me.

I have attached screenshots of the tracking number I was given on the **** website.

I have included screenshots of the initial chat I had with SafeLink customer service reporting the issue of the phone that burnt up. It shows the SafeLink agent acknowledging the burnt up phone then later leaving the conversation without doing anything at all to replace the phone. Only ignoring me and ending the chat

I have also included a screenshot where I tried to log into my account in May and could not. This is when TracFone initially dropped me without my consent. The message displayed error phone number not associated with account. This was immediately after the chat with the SafeLink agent where I reported the defective phone. I was blocked from accessing my own account and forced to find a new phone service provider.

I am still seeking a replacement phone from SafeLink equal to the one I had. I have done everything SafeLink has asked of me and still do not have the phone, and I am now worse off and have no phone service at all.

I am absolutely not satisfied with safelinks actions. They have done nothing as far as I can tell.

Sincerely,

*************************
Business Response
Date: 08/06/2024
Dear *************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 18, 2024, regarding BBB Case number ******** complaint.

Your complaint states that SafeLink has not provided you with a replacement phone yet, leaving you without a phone service. In addition, you are unable to login to your My Account.

We reviewed the case and found that a report was made known that your phone ************* 2023) with serial number ending in 7210 was defective. On 7/23/2024, a warranty replacement ticket was created to have the device replace. Reference number **********. As per *** tracking number 1Z7X28F00242492173, the replacement device was delivered on July 29, 2024. However, the replacement device was of a different phone model ************ 2023) with serial number ending in 0766. On 7/29/2024, a second replacement phone request was created with reference number **********. As per *** tracking number 1Z7X28F00255775754 the replacement phone was delivered on August 2, 2024. The phone sent was of the same phone model as the first with serial number ending in 0848. Neither phone was activated. It was found that ************ 2023 is unavailable and none of the two incorrect phone models were returned to us.

We also found that a new SIM card was sent to you after your reapplication with Lifeline on 7/12/2024 and a new phone number ending in 3746 was assigned to your SafeLink account. The usage report shows that you received your Lifeline benefits, and that service is being used.

We spoke with you on August 2 and 5, 2024 via phone number ********** wherein you confirmed that you received two replacement phones that were of different phone model as to your original device. However, you prefer to have the exact phone model even after knowing that it is currently unavailable. We really do apologize for the inconvenience you may have experienced with this case. To resolve the matter, an escalation was filed, and replacement phone case number ********** will be updated once it is available. You also decided to just call us back to check the status of the request within 3-5 business days.Additionally, you've mentioned that you are able to access your SafeLink My Account successfully and enjoy the service.

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

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

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: 08/06/2024
I have been in contact with SafeLink a number of times since I last connected the BBB. Please do not close the case a resolution is still pending. SafeLink has made an effort to replace the phone twice as of last week. There are internal problems within SafeLink about selecting the proper phone it seems. However they are continuing to work on the problem. I am hopeful of a resolution.
Initial Complaint
Date:07/02/2024
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.
HORRIBLE customer support. I lost my SIM card and after several attempts to get help, I was finally told to go to ******* and buy a SIM card and they'd port my number over for me. Ok cool. I bought the exact SIM they told me to and called back. Told the first rep what I needed, she couldn't even find my account. Tried the online chat, after a bunch of run around there, they told me to call after I told them I already called. They said try again. Ok fine. 4 reps and a whole bunch of run around later, I'm told they can't verify me because I didn't have any calls in my call log. I said YEAH BECAUSE MY SIM WAS LOST!! Then they say log in online and make security questions so we can verify you. I CANT LOG IN BECAUSE IT WANTS TO TEXT ME FOR SECURITY PURPOSES!! So basically I am being left to the wolves to lose my service, even tho I provided them with my ACTIVE ENROLLMENT NUMBER which PROVES I AM CURRENTLY ACTIVE AND ELIGIBLE.
Business Response
Date: 07/08/2024
Dear *************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 03, 2024, regarding BBB case # ******** complaint.
Your complaint states that you lost your SIM card, upon contacting customer support several times and buy a SIM card, you have been unable to reconnect your service as the account is not being authenticated.
Please note that to safeguard the integrity of its customers' data, ********************** implements its customer account authentication policy in accordance with strict security guidelines. Authentication is required in order to activate the new SIM card. We have determined that your account has sufficient information to be authenticated as you are part of the Lifeline program.
We attempted to reach you via phone at ************ and email was sent to ************************ on 07/03/2024 and 07/05/2024; however, we were unable to speak with you. We have received an email response from you on 07/05/2024, in which you stated to be no longer in possession of the phone and refused to continue with any assistance and we replied to you on 07/07/2024 acknowledging your request.
If should require further 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 1300961742. Based upon the foregoing, we will close this matter unless we hear from you.

Sincerely,

Tracfone Wireless Inc.

Customer Answer
Date: 07/08/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and although I DO NOT accept their excuse, I have already given up on ever getting any resolution from this business and have found an alternative provider. As such you may close this complaint.

Sincerely,

*************************
Initial Complaint
Date:07/01/2024
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.
I had a lifeline account with ******************** I moved to new state so I contacted national verifier was told to do new application with new address got approved informed safelink of change agent told me to do application for old address thats already in there system and it would update my information which was incorrect an now has a pending application an no service an have been getting the run around about the cancellation of old account agent been calling telling more lies I purchased a plan 6/1/24 to give them time to get things situated its been over a month an a half an no resolution
Business Response
Date: 07/15/2024
Dear ************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 01, 2024, regarding BBB case # ********.

Your complaint states that you had lifeline benefits and you moved to a new state; therefore, NLAD told you to create a new application with the new address, you SafeLink about the same matter and were told to create a new application too; however, the application is pending, and no network has been provided.

In reviewing your account, our records show that you applied for the Lifeline benefit on 06/02/2024 and the application was pending for NLAD approvals, it was required to create a new application with update address.

We contacted you on 07/05/2024 via phone number ************; we attempted to cancel lifeline application to create a new one, but we were unable to do it due to a system error, as ACP was enrolled, and we could not remove that from our system. Therefore, we send this matter internal investigation.

We worked on your account and cancelled both applications, it was required to apply again with Safelink Wireless and use the new address. You called customer support and completed the process.

We contacted you on 07/12/2024 via phone number ************; we provided you that the status on your account was in Qualified, we indicated that we were going to monitor your account to make sure that it will be updated to the Enroll status, you agreed with the information.

On 07/14/2024, we reviewed that the application was successfully updated and enrolled, account is active and well provisioned. We attempted to reach you multiple times via phone at ************ and email was sent to **************** on the same day; however, we were not able to reach 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 ******* Ticket Number 1300912678. Based upon the foregoing, we will close this matter unless we hear from you.

Thank you for choosing SafeLink Wireless.

Sincerely,

Tracfone Wireless Inc.
Initial Complaint
Date:06/27/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I try to all in and talk to about a problem with my mom phone. The agent was very rude and very unprofessional. He would not let me talk or be transferred to a team lead or manger when I ask for one . He said he can't at all. He would not allow me to talk at all. The agent keep cut me off and will not allow me to explain what is happening to the phone. I want to speak to upper management on this problem.
Business Response
Date: 07/01/2024
Dear *****************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 06/28/2024, regarding BBB Case number ******** complaint.
Your complaint states that you contacted customer support in regards of an issue with your mother's phone but did not receive the required assistance from customer support; therefore, you would like to speak with upper management.
We apologize for any inconvenience the customer may have experienced and will do our best to prevent similar issues from occurring in the future. As part of our commitment to assist our customers, our team undergoes continuous training. We appreciate your feedback regarding your negative customer service experience.
We successfully spoke with you on 06/28/2024 and we discussed the status of your mothers account and address your questions in regards of the service plan. We explained the service plan allowance, for Lifeline includes unlimited minutes, text messages and 10GB of mobile data.
If you still require assistance, you can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM Est.
Please refer to email reference number ******* or 1300676559.
Based upon the foregoing, we will close this matter as a resolution was provided.

Thank you for choosing SafeLink Wireless.

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