Business Profile

Cell Phone Supplies

Safelink Wireless

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cell Phone Supplies.

Complaints

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

Customer Complaints Summary

819 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:06/24/2024
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 bought a phone from Safe link and no Sim would fit in the phone. I bought 4 ****. I spent 2 weeks trying to work with them on this problem. No one was able to give me reliable information or resolve my problem. I sent the phone back for a return with the label they provided and they told me it was the wrong shipping label and the phone must be lost in the mail. So I am out of ****** plus all the Sim cards I bought. It was the worst sales experience I have had in my life. It was extremely stressful. I wouldn't advise anyone to go to Safelink. I wish I could get my money back but I just want to end this frustrating situation. Plus I didn't take photos of everything to have the proof that I need.
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 June 24, 2024, regarding BBB case # ******** complaint.
                Your complaint states that you purchased a Safelink phone and the *** Card did not fit. You purchased 4 more *** Cards, and none of them worked. You called customer service without any resolution, and you decided to return the phone to us to receive a refund. The package is lost, and you lost $200.

             We reviewed your account and we found your phone and service active and connecting properly to our network. We were able to see usage on the phone, which means, your phone service is working properly. We tried to locate in our system, the order you placed from our website, without success. We need to talk with you to get the order information or the return tracking number for the device you returned to us, in order to provide the best resolution.

             In reviewing your Safelink account is active with the Lifeline Program benefit, which includes Unlimited Talk, Text and **************** 10GB Hotspot and *********************** Calling. You applied for the Lifeline program on 10/17/2017 and were enrolled on 10/17/2017. Transaction records show that the benefit is attached to your account and being issued every month. Call records show that the phone is being used.
We have attempted to reach you multiple times via phone ********** and via email ******************** on 06/25/2024, 06/27/2024, 06/29/2024, 06/30/2024 and 07/05/2024, however, you have failed to respond our emails.
If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST.
Please refer to email reference number ******* or Ticket Number 1300480127. Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Safelink Wireless.
Sincerely,

Tracfone Wireless ***
Initial Complaint
Date:06/21/2024
Type:Product 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.
After losing the free phone they provided I paid $50.00 for a ******* Galaxy phone which turned out to be defective and was replaced with a lesser quality device which they claim is all that's available.
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 June 22, 2024, regarding BBB case # ******** complaint.

Your complaint states that you purchased a phone that resulted to be defective and when you receive a replacement it was a device with less quality.

In reviewing your account is active with the Lifeline benefit, which includes unlimited talk, texts, 10GB of mobile data and 5GB of mobile hotspot. You applied for the Lifeline program on 05/13/2024 and were enrolled on 05/14/2024. Transaction records show that the benefits are attached to the account and being issued every month. Call records show that the phone is being used.

Our records show that you reported your device as defective, and a replacement request was issued for your account on 06/17/2024 and it was delivered in ****** MO on 06/20/2024; per tracking reference No. 1Z7X28F00255379325. In revising your account, we have determined that in fact the device sent to you does not meet similar features with your current device. 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 contacted you via phone at ************ on 06/24/2024; we discussed the aforementioned and notified you that we would send a return label for you to return the replacement device back to us so that we could re-replace your current cellphone; per ticket reference No. 1300425461.

Our files indicate that the return label was efficiently delivered by *** on 07/02/2024 in ******, **. For that reason, we contacted you on the same date and you agreed to return the device on the same date, and we accorded to communicate moving forward.

As a result, we attempted to contact you on 07/05/2024, but we were unable to speak with you. As on 07/05/2024 we do not have records of the phone being on its way and it is required for it to be back in our warehouse for us to send you with the proper replacement.

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 1300425077. Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing SafeLink Wireless.
Customer Answer
Date: 07/19/2024

Complaint: 21885270

I am rejecting this response because: While they were quick in responding to my original complaint, I needed the shipping label mailed to me and it was delivered on they date they said to the best of my knowledge, but because of the 4th of July holiday and subsequent weekend, I did not get it from the management office until July 8th. At this point the representative from SafeLink was no longer contacting me and when I contacted the company, I was again told it was a comparable replacement and the device I purchased was no longer available. I spoke to a different agent who told me the same device was available for purchase. At this point the problem was I had reset the device to get it to charge, but was still able to use it. One agent told me I was going to have to return the purchased device for an exchange which I was uncertain about because I would then not have any proof that I ever had the device in question. They would not connect me with the person I had spoken with or escalate the call. Finally on July 12th I spoke with a man name ******* (sp?) who said he would schedule a pickup for Monday the 15th and upon the device being checked in I would be sent the correct replacement. At this point no one could hear me talk so I had to use an old phone and TextNow to talk On Monday I called *** and no pickup was scheduled and I was told again I had the right replacement I would have to return the purchased item and the replacement at my cost. Left with no choice, I ordered a phone from StandUp Wireless which terminated my service from SafeLink. At this point a replacement would not resolve this issue and am requesting a full refund of the device, sales tax and shipping. I'll be reasonable and return both items when I receive a shipping label that I am not required to pay for and a promise through the BBB of a refund. If they refuse or fail to meet these requests I will notify consumer protection here in ******** which is overseen by the attorney general. My new phone number is ************. My email is *******************.

Sincerely,

*************************
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 June 22, 2024, regarding BBB Case number ******** complaint.

Your complaint states that after you got the return label by July 8 but Safelink was no longer trying to reach you. You were told that a comparable phone is available for replacement but you are uncertain if you should return the device because you will not have a proof that you had the phone in question. With this, you were left with no choice but order another phone from a different provider and now wants a full refund on the phone you purchased. You also provided a different number in which we can contact you which is **********.

Upon review, the account we found is out of service since last 07/17/2024. There is a Lifeline enrollment attached on the account with Lid ********* which was cancelled last 07/16/2024 due to NLAD Transfer Out. There is also an ACP ID ********* enrolled since last 05/14/2024.

We attempted to contact you today, July 30, 2024 around 01:55 PM EST via phone number ********** but to no avail. However, we left a voicemail message.

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 1300425077.

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: 08/12/2024

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.
While all this has been frustrating, I have found that the device though not usable for phone calls can connect to my wifi and is worth what I paid to use for other purposes.

Sincerely,

*************************
Initial Complaint
Date:06/21/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have LifeLine which is free. Every month Tracfone/Safelink deactivates my account with out any warning or explanation. I **** the national verifier and they sent me an email saying my account with them is active. When I call Tracfone/Safelink they act as if I do not have an account.
Customer Answer
Date: 06/22/2024
I had to re-enroll and received yet another enrollment ID and have to wait 7-10 business days for service as of yesterday
Customer Answer
Date: 06/24/2024

Dear *************************,

Thank you for contacting the ************************ We apologize for any issues you've experienced with Safe Link Wireless. The *********************** does not have access to your service account therefore, we do not know why you keep getting de-enrolled. At this time, you are still enrolled with Safe Link Wireless. If you have any further questions about your service, we recommend contacting them directly at **********.
To file a complaint against a service provider, visit the *** website: Consumercomplaints.fcc.gov.

Still have questions? Visit LifelineSupport.org, reply to this email, or call us at **************.

Thank you,
**************
***********************
Universal Service Administrative Co.

Show quoted text

Information...
Customer Answer
Date: 06/24/2024

You Qualify for Lifeline! Now, its time to sign up.
Dear *******,
You recently submitted an application for Lifeline, a federal program that lowers the monthly cost of phone and internet for qualified consumers.
Your application has been approved. If you havent already done so, the next step is to sign up with a participating phone or internet company by 03/22/2024.
Your Application ID is ************.
NOTE: If you do NOT sign up by 03/22/2024, you will have to reapply for Lifeline.
If you need help finding a phone or internet company, visit LifelineSupport.org and select Companies Near Me from the menu on the left.
How to Sign Up
Contact a phone or internet company and ask to sign up for Lifeline. Tell them you have been approved by the **************************************** (USAC).
Use the same information you used on your Lifeline application (full legal name, date of birth, social security number, and address).
After you sign up with a phone or internet company, you will receive your Lifeline benefit.
Please Remember
You may have to recertify every year. If you get a letter from the *********************** asking you to recertify Lifeline, you must do so within 60 days or you will lose your Lifeline benefit.
Use it or lose it. If your Lifeline-supported service is free (your company does not send you a bill), use it at least once every 30 days. If you dont, you will get at 15-day notice to use it or it will get turned off.
Keep your information up-to-date. If your address or eligibility status changes, notify your company within 30 days.
Know your rights. See the full list of the Lifeline Programs rules and your rights as a Lifeline subscriber on our website: LifelineSupport.org.
If you have questions about your service, contact your phone or internet company. If you have questions about the Lifeline Program, call us at **************** or send us an email at ************************.
Thank you,
The ***********************
Universal Service
Administrative Co.

This is an automated message. Please do not reply to this email.
The information contained in this electronic communication and any attachments and links to websites are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. If you are not the intended recipient, or the person responsible for delivering this communication to the intended recipient, be advised that you have received this communication in error and that any use, dissemination, forwarding, printing, or copying is strictly prohibited. Please notify the sender immediately and destroy all copies of this communication and any attachments.

Ref:MSG85723182

Customer Answer
Date: 06/24/2024
More

Hello *******,

Thank you for contacting the Lifeline Program Support Center. Our records indicate that you are not currently enrolled in the program. To receive the Lifeline Program Benefit you will need to apply for the Lifeline Program.
You are eligible for Lifeline if:
You participate in one of the following Federal Assistance Programs:
Medicaid
Supplemental Nutrition Assistance Program (SNAP)
Supplemental Security Income (SSI)
Federal Public Housing Assistance (FPHA)
Veterans Pension or Survivors Pension
Tribal Programs:
Bureau of Indian Affairs (BIA) General Assistance
Tribally-Administered Temporary Assistance for Needy Families (TANF)
Tribal Head Start
Food Distribution Program on Indian Reservations (FDPIR)
OR
If your income is 135% or less of the Federal Poverty Guidelines

How to re-apply:
Online by visiting nv.fcc.gov.
First-time users: click the blue Apply Now button
Returning users: can access their home page by clicking Sign In.

Apply by Mail: To apply by mail, print and complete the Lifeline Application Form and Household Worksheet. Be sure you send us the completed forms as well as copies of your eligibility documents.
Mail the completed forms and copies of your documents to:

***********************
P.O. Box 9100
*************************************** 18773-9100

If you do not have access to print the application, you can request a mailed application by calling the *********************** at **************.
Once Your Application is Qualified: Sign up with a phone or internet provider. To find participating internet and phone companies in your area, visit our Companies Near Me tool and enter your zip code or city and state.
Be sure to tell them you have been qualified and would like to sign up for their Lifeline Benefit program. Be sure to provide the same information that you used in your application (name, address, date of birth, and the last 4 of your Social Security Number).

REMINDER:
There is no deadline to submit a Lifeline application, but you cannot receive your Lifeline benefit until your application has been qualified.
The Lifeline discount is limited to one per household.
Still have questions? Visit LifelineSupport.org, reply to this email, or call us at ***************.

Thank you,

******
***********************
Universal Service Administrative Co.

The information contained in this electronic communication and any attachments and links to websites are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. If you are not the intended recipient, or the person responsible for delivering this communication to the intended recipient, be advised you have received this communication in error and that any use, dissemination, forwarding, printing or copying is strictly prohibited. Please notify the sender immediately and destroy all copies of this communication and any attachments.

...
Customer Answer
Date: 06/24/2024
More
My Enrollment Number
181208221

Your SafeLink benefit is just one step away!
To receive your SafeLink benefit, make sure you have provided all of the necessary information.
Follow these simple steps to complete the process.

Click here to log into your account and follow the prompts to log in, or go to SafeLink.com and click on My Service at the top of the page. Then click on Check Enrollment Status from the dropdown menu to log into your account.
Once logged in, in the Account Details section you will find what additional actions you need to take. Verify any calls to action that will indicate any missing steps.
After you have provided all the necessary information and completed all the required steps, repeat steps 1 and 2 to check the status of your enrollment again. There, you will be able to verify that you have finished the process correctly and are ready to start receiving the LifeLine benefit from SafeLink Wireless.
REMINDER: Once qualified, a smartphone or SIM card will be mailed to your enrollment address with instructions within 7 to 10 business days.

Remember you are required to use your SafeLink handset either by making a call, sending a text message, or using cellular data at least once every 30 days to keep your SafeLink Wireless service active. If you stop using your SafeLink phone, we are required to terminate your account and you will lose your benefit.
Text ?HELP to ****** for Fast Answers
****** is a self-help service that lets you process transactions like adding airtime or checking your balance. Get information, troubleshoot any issue or reach a representative, all through text messaging!
Customer Care
Need to talk to someone about your eligibility or application, or need technical support? Please call us first!
1-800-SafeLink ***************)
FCC Complaint Center
Click here to file a complaint regarding the Affordable Connectivity Program (***).
*******************************************
**************
Verizon Ethics
To report compliance issues, call **************
Email: ******************
Additional Resources
For further information, please visit
support.safelinkwireless.com/en/

?Message and data rates may apply. Please refer always to SafeLink's Privacy Policy at SafeLinkWireless.com/privacypolicy and to the latest Terms and Conditions of Service at SafeLinkWireless.com/termsandconditions.
If you have any concerns or questions about potential fraud or other misconduct associated with our Lifeline or Affordable Connectivity Programs, our Compliance Hotline is available 24 hours a day, 7 days a week. The Compliance Hotline allows reports to be made anonymously to ******** our parent company.
Copyright 2024 SafeLink Wireless, All rights reserved.
You are receiving this email because you opted in at our website or signed up to receive emails.
Our mailing address is:
SafeLink Wireless
********************************-9997
TracFone Wireless, **** offers plans under its brands that can be supported by Lifeline, the Affordable Connectivity Program (***), or both. Lifeline is a government benefit program. Only eligible consumers may enroll in Lifeline. *** is a government benefit program operated by the ********************************** Households may be eligible for *** if they are qualified for Lifeline, free or reduced-price school lunches or breakfasts, Special Supplemental Nutrition Program for Women, Infants and Children (WIC), a Pell ****** or have income less than or equal to 200% of the Federal Poverty Guidelines. Lifeline and *** supported services are non-transferable and limited to one per household.
When you enroll in *** or Lifeline with us, you consent to our sharing your information with the **************************************** to ensure the proper administration of these programs. You authorize us to communicate any information provided to us to the **************************************** for the purpose of providing the Lifeline and/or *** Benefit to you. If you currently receive *** or Lifeline from another provider and you enroll in those programs with us, your other *** and/or Lifeline benefit with the other provider will be terminated. You are not required to enroll in *** to enroll in Lifeline or to enroll in Lifeline to enroll in ***. You may choose to enroll with us in ***, Lifeline, or both or you may choose another provider for either or both government discounts.
Your service will be subject to the Terms and Conditions for the brand and plan that you select. All services are provided by TracFone Wireless **** The service upload/download speeds and data caps vary based on the available Lifeline and/or *** qualifying plan that you select and the capabilities of your device; please visit SafeLink.com for information of available plans, their terms and conditions, and a list of available connected devices which you may purchase. *** **************** may be reached at **************. Upon the conclusion of the *** benefit, if you choose to continue to use our service, it will be subject to the regular rates, terms, and conditions for the plan you select.
Unsubscribe | My Account

IMPORTANT: If you wish to contact us, please do not reply to this message but instead go to Contact Us.

...
Customer Answer
Date: 06/24/2024
More
Complete one more action to start receiving your benefit.
Your service is just one step away!

Hi *******
Your enrollment number is 181208221
Welcome back to SafeLink Wireless!
Thank you for choosing us again as your service provider.
Recently you applied to return to SafeLink, but your phone has not been reactivated yet. Your phone should be active within 48 hours after your enrollment is qualified. Test your phone by making an outbound call.
If your phone is still not working, a simple and quick phone call to one of our agents will help us complete the process of reactivating your service.
Please call ************** and speak with one of our agents to reactivate your phone so you can begin enjoying your service.
Thank you,
Your SafeLink Wireless team.
Copyright 2024 SafeLink Wireless, All rights reserved.
You are receiving this email because you opted in at our website or signed up to receive emails.

Our mailing address is:
SafeLink Wireless
********************************-9997

If you have any concerns or questions about potential fraud or other misconduct associated with our Lifeline or Affordable Connectivity Programs, our Compliance Hotline is available 24 hours a day, 7 days a week. The Compliance Hotline allows reports to be made anonymously to ******** our parent company.
Website: ***********************************************************************: ************

SafeLink Wireless is a LifeLine supported service, a government benefit program. Only eligible consumers may enroll in LifeLine and/or ACP. The service is non-transferable and limited to one per household.
Documentation of income or program participation may be required for enrollment. Phone models based on availability and may vary depending on inventory. SafeLink is provided by TracFone Wireless Inc.
Unsubscribe | My Account

IMPORTANT: If you wish to contact us, please do not reply to this message but instead go to Contact Us.

Information...
Customer Answer
Date: 06/24/2024
More
My Enrollment Number
179010806

Your SafeLink benefit is just one step away!
To receive your SafeLink benefit, make sure you have provided all of the necessary information.
Follow these simple steps to complete the process.

Click here to log into your account and follow the prompts to log in, or go to SafeLink.com and click on My Service at the top of the page. Then click on Check Enrollment Status from the dropdown menu to log into your account.
Once logged in, in the Account Details section you will find what additional actions you need to take. Verify any calls to action that will indicate any missing steps.
After you have provided all the necessary information and completed all the required steps, repeat steps 1 and 2 to check the status of your enrollment again. There, you will be able to verify that you have finished the process correctly and are ready to start receiving the LifeLine benefit from SafeLink Wireless.
REMINDER: Once qualified, a smartphone or SIM card will be mailed to your enrollment address with instructions within 7 to 10 business days.

Remember you are required to use your SafeLink handset either by making a call, sending a text message, or using cellular data at least once every 30 days to keep your SafeLink Wireless service active. If you stop using your SafeLink phone, we are required to terminate your account and you will lose your benefit.
Text ?HELP to ****** for Fast Answers
****** is a self-help service that lets you process transactions like adding airtime or checking your balance. Get information, troubleshoot any issue or reach a representative, all through text messaging!
Customer Care
Need to talk to someone about your eligibility or application, or need technical support? Please call us first!
1-800-SafeLink ***************)
FCC Complaint Center
Click here to file a complaint regarding the Affordable Connectivity Program (***).
*******************************************
**************
Verizon Ethics
To report compliance issues, call **************
Email: ******************
Additional Resources
For further information, please visit
support.safelinkwireless.com/en/

?Message and data rates may apply. Please refer always to SafeLink's Privacy Policy at SafeLinkWireless.com/privacypolicy and to the latest Terms and Conditions of Service at SafeLinkWireless.com/termsandconditions.
If you have any concerns or questions about potential fraud or other misconduct associated with our Lifeline or Affordable Connectivity Programs, our Compliance Hotline is available 24 hours a day, 7 days a week. The Compliance Hotline allows reports to be made anonymously to ******** our parent company.
Copyright 2024 SafeLink Wireless, All rights reserved.
You are receiving this email because you opted in at our website or signed up to receive emails.
Our mailing address is:
SafeLink Wireless
********************************-9997
TracFone Wireless, **** offers plans under its brands that can be supported by Lifeline, the Affordable Connectivity Program (***), or both. Lifeline is a government benefit program. Only eligible consumers may enroll in Lifeline. *** is a government benefit program operated by the ********************************** Households may be eligible for *** if they are qualified for Lifeline, free or reduced-price school lunches or breakfasts, Special Supplemental Nutrition Program for Women, Infants and Children (WIC), a Pell ****** or have income less than or equal to 200% of the Federal Poverty Guidelines. Lifeline and *** supported services are non-transferable and limited to one per household.
When you enroll in *** or Lifeline with us, you consent to our sharing your information with the **************************************** to ensure the proper administration of these programs. You authorize us to communicate any information provided to us to the **************************************** for the purpose of providing the Lifeline and/or *** Benefit to you. If you currently receive *** or Lifeline from another provider and you enroll in those programs with us, your other *** and/or Lifeline benefit with the other provider will be terminated. You are not required to enroll in *** to enroll in Lifeline or to enroll in Lifeline to enroll in ***. You may choose to enroll with us in ***, Lifeline, or both or you may choose another provider for either or both government discounts.
Your service will be subject to the Terms and Conditions for the brand and plan that you select. All services are provided by TracFone Wireless **** The service upload/download speeds and data caps vary based on the available Lifeline and/or *** qualifying plan that you select and the capabilities of your device; please visit SafeLink.com for information of available plans, their terms and conditions, and a list of available connected devices which you may purchase. *** **************** may be reached at **************. Upon the conclusion of the *** benefit, if you choose to continue to use our service, it will be subject to the regular rates, terms, and conditions for the plan you select.
Unsubscribe | My Account

IMPORTANT: If you wish to contact us, please do not reply to this message but instead go to Contact Us.

...
Customer Answer
Date: 06/24/2024

My Enrollment Number
179010806

Your Affordable Connectivity Program (***) benefit has been activated!
Remember you are required to use your service either by making a call, sending a text message, or using cellular data at least once every 30 days to keep your *** benefit active.
Would you like to check the status of your enrollment?
Click here and follow the prompts to log into your account, or you can go to SafeLink.com and click on My Service at the top of the page. Then click on Check Enrollment Status from the dropdown menu to log into your account.
Thank you for choosing SafeLink!
Benefit transfer Information.
You have successfully transferred your *** benefit to SafeLink
Your benefit transfer was initiated on 1/18/2024
If you did not request this transfer, please contact us at 1-800-SafeLink (723-3546), or click here to reach the FCC.
Copyright 2024 SafeLink Wireless, All rights reserved.
You are receiving this email because you opted in at our website or signed up to receive emails.

Our mailing address is:
SafeLink Wireless
********************************-9997

TracFone Wireless, **** offers plans under its brands that can be supported by Lifeline, the Affordable Connectivity Program (***), or both. Lifeline is a government benefit program. Only eligible consumers may enroll in Lifeline. *** is a government benefit program operated by the ********************************** Households may be eligible for *** if they are qualified for Lifeline, free or reduced-price school lunches or breakfasts, Special Supplemental Nutrition Program for Women, Infants and Children (WIC), a Pell ****** or have income less than or equal to 200% of the Federal Poverty Guidelines. Lifeline and *** supported services are non-transferable and limited to one per household.
When you enroll in *** or Lifeline with us, you consent to our sharing your information with the **************************************** to ensure the proper administration of these programs. You authorize us to communicate any information provided to us to the **************************************** for the purpose of providing the Lifeline and/or *** Benefit to you. If you currently receive *** or Lifeline from another provider and you enroll in those programs with us, your other *** and/or Lifeline benefit with the other provider will be terminated. You are not required to enroll in *** to enroll in Lifeline or to enroll in Lifeline to enroll in ***. You may choose to enroll with us in ***, Lifeline, or both or you may choose another provider for either or both government discounts.
Your service will be subject to the Terms and Conditions for the brand and plan that you select. All services are provided by TracFone Wireless **** The service upload/download speeds and data caps vary based on the available Lifeline and/or *** qualifying plan that you select and the capabilities of your device; please visit SafeLink.com for information of available plans, their terms and conditions, and a list of available connected devices which you may purchase. *** **************** may be reached at **************************** **********. Upon the conclusion of the *** benefit, if you choose to continue to use our service, it will be subject to the regular rates, terms, and conditions for the plan you select.
Unsubscribe | My Account

IMPORTANT: If you wish to contact us, please do not reply to this message but instead go to Contact Us.

Information...
Customer Answer
Date: 06/24/2024
More
My service with SafeLink keeps getting disenrolled even though I am actively enrolled through the ACP. I have been using my phone. I even made calls and sent messages today before my service was deactivated. No one with SafeLink can fix this issue. I have been given several different issues as to why this keeps happening. I was even told on February 22, 2024 when I called in regarding the messages that I was getting to ignore the emails telling me to use my phone by making a call, sending a message, or using data every 30 days. I was also told to contact the *** which I have also done today.

Enrollment Number: 17901086
Benefit transfer Information.
You have successfully transferred your ACP benefit to SafeLink
Your benefit transfer was initiated on 1/18/2024

Virus-free.www.avg.com

...
Customer Answer
Date: 06/24/2024
More
My Enrollment Number
180215239

Your SafeLink benefit is just one step away!
To receive your SafeLink benefit, make sure you have provided all of the necessary information.
Follow these simple steps to complete the process.

Click here to log into your account and follow the prompts to log in, or go to SafeLink.com and click on My Service at the top of the page. Then click on Check Enrollment Status from the dropdown menu to log into your account.
Once logged in, in the Account Details section you will find what additional actions you need to take. Verify any calls to action that will indicate any missing steps.
After you have provided all the necessary information and completed all the required steps, repeat steps 1 and 2 to check the status of your enrollment again. There, you will be able to verify that you have finished the process correctly and are ready to start receiving the LifeLine benefit from SafeLink Wireless.
REMINDER: Once qualified, a smartphone or SIM card will be mailed to your enrollment address with instructions within 7 to 10 business days.

Remember you are required to use your SafeLink handset either by making a call, sending a text message, or using cellular data at least once every 30 days to keep your SafeLink Wireless service active. If you stop using your SafeLink phone, we are required to terminate your account and you will lose your benefit.
Text ?HELP to ****** for Fast Answers
****** is a self-help service that lets you process transactions like adding airtime or checking your balance. Get information, troubleshoot any issue or reach a representative, all through text messaging!
Customer Care
Need to talk to someone about your eligibility or application, or need technical support? Please call us first!
1-800-SafeLink ***************)
FCC Complaint Center
Click here to file a complaint regarding the Affordable Connectivity Program (***).
*******************************************
**************
Verizon Ethics
To report compliance issues, call **************
Email: ******************
Additional Resources
For further information, please visit
support.safelinkwireless.com/en/

?Message and data rates may apply. Please refer always to SafeLink's Privacy Policy at SafeLinkWireless.com/privacypolicy and to the latest Terms and Conditions of Service at SafeLinkWireless.com/termsandconditions.
If you have any concerns or questions about potential fraud or other misconduct associated with our Lifeline or Affordable Connectivity Programs, our Compliance Hotline is available 24 hours a day, 7 days a week. The Compliance Hotline allows reports to be made anonymously to ******** our parent company.
Copyright 2024 SafeLink Wireless, All rights reserved.
You are receiving this email because you opted in at our website or signed up to receive emails.
Our mailing address is:
SafeLink Wireless
********************************-9997
TracFone Wireless, **** offers plans under its brands that can be supported by Lifeline, the Affordable Connectivity Program (***), or both. Lifeline is a government benefit program. Only eligible consumers may enroll in Lifeline. *** is a government benefit program operated by the ********************************** Households may be eligible for *** if they are qualified for Lifeline, free or reduced-price school lunches or breakfasts, Special Supplemental Nutrition Program for Women, Infants and Children (WIC), a Pell ****** or have income less than or equal to 200% of the Federal Poverty Guidelines. Lifeline and *** supported services are non-transferable and limited to one per household.
When you enroll in *** or Lifeline with us, you consent to our sharing your information with the **************************************** to ensure the proper administration of these programs. You authorize us to communicate any information provided to us to the **************************************** for the purpose of providing the Lifeline and/or *** Benefit to you. If you currently receive *** or Lifeline from another provider and you enroll in those programs with us, your other *** and/or Lifeline benefit with the other provider will be terminated. You are not required to enroll in *** to enroll in Lifeline or to enroll in Lifeline to enroll in ***. You may choose to enroll with us in ***, Lifeline, or both or you may choose another provider for either or both government discounts.
Your service will be subject to the Terms and Conditions for the brand and plan that you select. All services are provided by TracFone Wireless **** The service upload/download speeds and data caps vary based on the available Lifeline and/or *** qualifying plan that you select and the capabilities of your device; please visit SafeLink.com for information of available plans, their terms and conditions, and a list of available connected devices which you may purchase. *** **************** may be reached at **************. Upon the conclusion of the *** benefit, if you choose to continue to use our service, it will be subject to the regular rates, terms, and conditions for the plan you select.
Unsubscribe | My Account

IMPORTANT: If you wish to contact us, please do not reply to this message but instead go to Contact Us.

Information...
Customer Answer
Date: 06/24/2024
More
My name is ************************* I was enrolled in the *** through SafeLink under the phone number **************. My service was stopped for some reason and I am tryig to find out why and what I can do to gain service back with the same phone number **************

Hello *******,

Thank you for contacting ************************

We apologize that you have been unable to connect with the ************************ Please follow the steps below to connect with a live agent:

Call **************
Press 1 for English or 2 for Spanish
Press 1
Press 6
Press 0

After you follow these steps, you will be placed in the call queue to connect to a live agent.

Still have questions? Visit LifelineSupport.org, reply to this email, or call us at **************.

Thank you,

*******

The Lifeline *************************************** Administrative Co.

The information contained in this electronic communication and any attachments and links to websites are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. If you are not the intended recipient, or the person responsible for delivering this communication to the intended recipient, be advised you have received this communication in error and that any use, dissemination, forwarding, printing or copying is strictly prohibited. Please notify the sender immediately and destroy all copies of this communication and any attachments.

...
Customer Answer
Date: 06/24/2024

Good day Dear customer,

We are writing you from Tracfone ******************************* to follow up on the request you left on the email. we tried to get in contact with you but it was not possible due to non alternate line. feel free to reply to this email with a contact number and a time frame to call you back. For more assistance, You may call us at *********************** from 8AM to 11:45PM EST Monday to Sunday.

*******************************.

Tracfone Wireless.

Original Message Follows: ------------------------

I am still trying to get my phone activated, I have been dealing with this since the beginning of December when my phone was stolen and I had to have it deactivated. I checked online and chatted with several different agents whom all told me my phone was compatible when I provided them with the **** of the phone I have been trying to activate it, I purchased a pink BYOP SIM kit after calling SafeLink and being told I could buy A SIM kit from Wal Mart thought they never specified it had to be a pink SIM kit. Within that time my service with LifeLine was de-enrolled due not being able to make a call, text, or use data within the 30 day time period. I had to reapply and my application was approved on 01/18/2024 and my ACP service has successfully transferred to SafeLink. I waited more that 7 business days to have my service and today I was informed that my phone is not compatible. Now I again am at risk of being de-enrolled and having to re apply again. I would like to know what action is going to be taken to correct this matter.

Virus-free.www.avg.com

On Sun, Jan 28, 2024 at 1:12?PM ERD Management <**************************> wrote:

Dear **************,

Thank you for reaching out to us. We are in receipt of your complaint and would like to help in resolving this matter. Please dial ************** for further assistance.

We value your business and appreciate your patience.

Regards,

TracFone Wireless

My phone was deactivated today for reasons I do not know. Here is an email that was sent to me from SafeLink. I have provided it to several different employees already, so I don't know what the issue is. I am in the process of filing with the BBB because I have had nothing but problems since the beginning of December when my old phone was lost

My Enrollment Number
179010806

Your Affordable Connectivity Program (ACP) benefit has been activated!
Remember you are required to use your service either by making a call, sending a text message, or using cellular data at least once every 30 days to keep your ACP benefit active.
Would you like to check the status of your enrollment?
Click here and follow the prompts to log into your account, or you can go to SafeLink.com and click on My Service at the top of the page. Then click on Check Enrollment Status from the dropdown menu to log into your account.
Thank you for choosing SafeLink!
Benefit transfer Information.
You have successfully transferred your ACP benefit to SafeLink
Your benefit transfer was initiated on 1/18/2024
If you did not request this transfer, please contact us at 1-800-SafeLink (723-3546), or click here to reach the FCC.
Show quoted text

Information...
Customer Answer
Date: 06/24/2024
More
My name is ***********************, my Application ID is ************ My current phone company is SafeLink Wireless. My phone was stolen on 12/01/23 so I had to have my phone deactivated I signed-in to my SafeLink account to update my address with them as I already have with The National Verifier, yet I keep getting the following message from them  We are sorry, but the address that you entered could not be validated. Please review the spelling and format to ensure it matches the information entered in the National Verifier portal and try again.
If you have moved, you must first update your address in the National Verifier.

Virus-free.www.avg.com

Hello *******,

Thank you for contacting the Affordable Connectivity Program (ACP) ************** about qualified application Q56356-82905.

Upon reviewing your application (Q56356-82905), I noticed the following

You did provide us the last four digits of your Social Security Number. Please ensure your provider is not attempting to enroll you without using the last four digits of your Social Security Number.

Your address does not include an apartment/unit number. It was entered as "******************************"

Our records show that you are already receiving the Lifeline benefit from SafeLink Wireless.
Last Recertification Date
05/12/2023

The Lifeline ************** cannot assist with issues regarding your bill, service, or device.

Your service provider can assist you with the following:
Device questions or issues.

Billing questions or issues (benefit credits may take up to two billing cycles to reflect on your bill).
Service plan questions or issues.

You have the following options:

You can stay with your current phone or internet company. If this is the case, then no further action is required.
You can cancel your service. If you need to cancel your existing service, contact your current phone or internet company SafeLink Wireless
REMINDERS:
You can only have one ACP benefit per household.
If you have never received phone or internet, service from SafeLink Wireless, respond to this email or call us at **************.
Still have questions? Visit AffordableConnectivity.gov. , reply to this email, or call us at **************.

Thank you,
Zanae
ACP **************
Universal Service Administrative Co.

The information contained in this electronic communication and any attachments and links to websites are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. If you are not the intended recipient, or the person responsible for delivering this communication to the intended recipient, be advised you have received this communication in error and that any use, dissemination, forwarding, printing or copying is strictly prohibited. Please notify the sender immediately and destroy all copies of this communication and any attachments.

...
Customer Answer
Date: 06/24/2024
More
Hello,

Thank you for contacting us regarding your concern, I am happy to
assist.

Please be informed that we cannot provide the account number through
email. If I may ask are you planning to transfer to a different
provider? Are you experiencing any issues with your phone or service
that I can help you with? Also, may I ask for an alternate number and
best time to reach you?

Thank you for your understanding.

If you need additional assistance, feel free to let us know how we can
assist you further or feel free to check "My Account" via
assurancewireless.com for helpful tips to get your answers right away!

Thanks,

******************
Assurance Wireless Customer eCare Team
***************************************

Original Message Follows:
------------------------
From: ************************* <************************><br>
To: *************************************************<br>
Date: September 3, 2020 10:20:54 PM CDT<br>

xxx
I need my account number please

That's okay, I transferred to SafeLink anyway.
Show quoted text

...
Customer Answer
Date: 06/24/2024
More
Can you call them and explain everything that you had to deal with when calling them please.

This is the e-mail I sent and their response

I am still trying to get my phone activated, I have been dealing with this since the beginning of December when my phone was stolen and I had to have it deactivated. I checked online and chatted with several different agents whom all told me my phone was compatible when I provided them with the **** of the phone I have been trying to activate it, I purchased a pink BYOP SIM kit after calling SafeLink and being told I could buy A SIM kit from Wal Mart thought they never specified it had to be a pink SIM kit. Within that time my service with LifeLine was de-enrolled due not being able to make a call, text, or use data within the 30 day time period. I had to reapply and my application was approved on 01/18/2024 and my ACP service has successfully transferred to SafeLink. I waited more that 7 business days to have my service and today I was informed that my phone is not compatible. Now I again am at risk of being de-enrolled and having to re apply again. I would like to know what action is going to be taken to correct this matter.

Virus-free.www.avg.com

Good day Dear customer,

We are writing you from Tracfone ******************************* to follow up on the request you left on the email. we tried to get in contact with you but it was not possible due to non alternate line. feel free to reply to this email with a contact number and a time frame to call you back. For more assistance, You may call us at *********************** from 8AM to 11:45PM EST Monday to Sunday.

*******************************.

Tracfone Wireless.

Show quoted text

...
Business Response
Date: 07/09/2024
Dear *************************,

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

************** complaint states that the Lifeline enrollment on her account and she stated that ******** deactivated her account without any warning.

Upon review, the account is active, and it is provisioned in the system that is under with ******* network. In addition, usage shows that the phone is working for calling, texting and data. ************** applied for the Lifeline program on June 21, 2024, and got approved on the same date with the benefits of Unlimited Talk and Text with 10GB/month of FREE data including 5GB of Hotspot Data.

As a courtesy, we attempted to contact ************** today via phone number ********** and email ************************ on, 6/26/2024, 6/27/2024, 6/28/2024, 7/01/2024, however, we were unable to contact her.

We received a phone call from Ms. ******* on June 28, 2024, 2:05 PM EST at **********. As per conversation, she provided the phone number that she was having concerned with which is **********. She would like to be discussed why she's always been de enrolled from the program.

We made a follow up call for ************** today June 28, 2024, via phone number **********, 2:17 PM EST, as per conversation, we informed ************** that she is enrolled with Lifeline program but with a different IMEI and we manually transfer the phone number to the device that is enrolled with the Lifeline program and turnaround time is provided.

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 1300550064.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 07/19/2024

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:06/19/2024
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.
In February I received a call from my insurance UPMC letting me know that I could qualify for a new phone with unlimited talk text and data I got the application in the mail I then received in the email that I was approved I then contacted them by phone and they mailed out my new phone I received it last month I wanted to keep my same number when I received the phone I called them to get help setting up I had to call them 4 or 5 times to get help setting up they then told me that I was going to have to go to ******* for help they didn't tell me that there's only one ******* that could help me thank God for my aid the technician at ******* could not fix it either I called SafeLink so he could talk to them and he still couldn't get the phone setup when I got home SafeLink said that they would send me a new phone then I went on ****** trying to get help with setup for my phone I finally did it last week I received a message saying that I was going to be out of data when I called I was told that I only get 600 of data each period my new data will be on July 8th I was told that with $10 I could get 1000 I gave them my debit card information and told to turn my phone off and back on so the data will go to my phone I called them 3 times yesterday and was told that my settings will not show the new data amount I'd have to call them and they would let me know this morning I received a text saying that I had used 95% of data when I called and was told that there's nothing they could do by two different operators
Customer Answer
Date: 06/21/2024
I have the name of the company it's safety net wireless my application id is ************
Business Response
Date: 06/24/2024
Dear ***********************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 19, 2024, regarding BBB case # ********

Your complaint states that you are presenting issues with the mobile data on your device after having issues with the initial set up of your phone.

We value our customers and take their complaints seriously. We searched our system with the full name in the complaint, email address and contact number included in the complaint, but the information provided does not match our records. Therefore, it was required to speak directly with you and obtain extra information to process the appropriate research.

We contacted you on 06/20/2024 via phone number ************; you provided us the ***** SIM Card and phone number related to your account, we additionally tried to use your contact information to pull up an account; however, we were unable to find any records, as you indicated that you were using free government benefits, we recommended you to contact the National Lifeline Accountability Database (NLAD) and obtain the information of your current service provider.

We contacted you on 06/24/2024 via same phone number and you indicated that in fact, SafeLink Wireless was not your current service provider. No other questions, requests or concern were showed for SafeLink Wireless.

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 1300227278. 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:06/11/2024
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.
Yesterday, I transitioned my phone service to Safelink, expecting a simple process, but it quickly became a frustrating experience. Even after successfully porting my number, I've faced several issues with Safelink within just one day. Initially, I was informed that departmental transfers were not possible. Following extensive back-and-forth communication, numerous calls, and unfulfilled promises of return calls, I managed to connect with Lifeline via Safelink. They promised that my service would be activated within five minutes, yet it never materialized. Since last evening, my phone has displayed no signal bars or indicates SOS only. This morning, upon contacting Safelink, they reported a system outage and suggested I call back in half an hour. However, with each subsequent call, they continued to report system issues, preventing access to my account. While some agents attempted to assist by transferring my call, others falsely claimed that transfer or escalation was not possible, and occasionally, the calls were disconnected, forcing me to redial. In total, I spent around 5-6 hours on the phone with them. After multiple troubleshooting attempts, they cited a ******* outage in my area, which, upon verification with *******, proved to be false. Now, I'm left to wait another ******************************************** else face further delays. Seeking updates via SafeLink's chat service, I discovered the ticket issued for the alleged outage was unrelated, adding to my confusion. Attempts to retrieve my account and PIN have been futile, as they instruct me to text for my PIN, despite my inability to send texts without service. This leaves me questioning their outage claims and their protocol for such situations. This is beyond frustrating. This service is supposed to help low-income people in need, but it has done nothing but cause me stress in a single day. If I do, ** never coming back to this company and recommending to other people they stay away.
Business Response
Date: 06/17/2024
Dear ***********************:
We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 11, 2024, regarding BBB case # ******** complaint.
Your complaint states that you have experienced several issues after porting to SafeLink. Your service would not work and upon contacting customer support several times you followed several troubleshooting processes that were unsuccessful, you were told there was a network outage, which you later confirmed was false. You have tried to get your account number and transfer pin with no success.
In our review, we found that upon completion and enrollment of your Lifeline benefit SafeLink Wireless, a pre-activated *** card was shipped to you as per reference ticket number ********** and **** tracking number **********************************. After the *** card arrived, you contacted customer support on 06/10/2024 and a request to port-in the phone number ending in 9008 was completed as per ticket number **********; however, the service was not functioning after activation completion.
Please note that within coverage areas, there *** be significant limitations or interruptions in coverage that *** result in dropped and blocked connections, slower data speeds, or no data connectivity, as well as call interference. Many factors can cause this, including, but not limited to, the customer's device, network changes, traffic volume, network prioritization, network outages, technical limitations, signal strength, terrain, proximity to buildings, foliage and other obstructions, weather, and other factors. Our interaction records indicate that our customer service representative followed with you several troubleshooting steps; however, the issue remained.
You eventually requested the Number Transfer Pin (***). Kindly note that the *** can be obtained by texting the keyword *** to ****** on the device with the phone number in use, and in the event of being unable to text, our *** department can be contacted at ************** and use PIN ****** to receive the number by email. You opted for the second option; however, the account was not fully authenticated. Please be informed that 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 via phone provided on the complaint from at ********** and email was sent to ********************* on 06/13/2024; however, we were unable to speak with you. Later that day, we confirmed that the phone number was successfully ported out as per ticket ********** and we received an email response from you in which you indicated to have decided not to continue with communication with SafeLink Wireless as you have independently fixed your phone and port out the phone number.
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 1299828150. Based upon the foregoing, we will close this matter unless we hear from you.

Sincerely,

Tracfone Wireless Inc.

Customer Answer
Date: 06/17/2024

Complaint: 21835256
I am rejecting this response because SafeLink has consistently demonstrated a lack of transparency. Over the span of three days, I contacted SafeLink multiple times, which caused significant stress and turmoil. Each interaction compounded the issue as I received inconsistent and often contradictory information from different representatives. My repeated attempts to resolve the problem were met with delays and inefficiencies rather than a clear solution.

The multiple agents I spoke with confirmed that the issues I faced were not related to coverage limitations or interference. Eventually, an agent arbitrarily claimed it was a coverage/network issue after going through the same troubleshooting steps multiple times each time I was transferred.

The claim about the *** is also inaccurate and shows a lack of thorough investigation into my concerns. Each time I was transferred to a new agent, they required me to authenticate my account. Despite successfully authenticating my account multiple times, the agents informed me they still could not proceed with sending the *** through email because they needed to call or text the number that was not receiving messages. This circular process was extremely frustrating and unproductive.

Despite my explicit request for SafeLink to cease communication, I continued to receive multiple calls and emails. I answered several calls to reiterate my request for no further contact, yet the calls persist. This ongoing communication after my request to stop has only added to my frustration.

I ended up resolving the issue on my own and I am done with this company. I recommend that no one else use SafeLink. My complaint and review will remain unchanged and public.
Sincerely,

***********************
Initial Complaint
Date:06/11/2024
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 accepted into the Safelink Wireless phone program. My daughter had dropped her phone and broken it. For her birthday in March, I bought her a new $100 phone through the Safelink Wireless website. When we received the phone, I called the phone number provided. I supplied them with the *** card and Serial number on the card that came with the phone. After 2 hours on the phone, they said they could not activate the new phone. I tried night after night, for hours at a time, doing everything they said in order to get this brand new phone activated. It is still not activated, after having it for 3 months and I feel like it was a scam just to get money out of me.
Business Response
Date: 06/20/2024
Dear *********************:
We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 11 2024, regarding BBB case # ******** complaint.
Your complaint states that you were accepted into the SafeLink program and purchased a new device for your daughter through SafeLink; nonetheless, after several calls and hours on the phone you were told that the phone could not be activated after three months with it and you would like a refund.

In reviewing your SafeLink account is active with the Lifeline benefit, which includes unlimited talk, texts, mobile data and 10GB of mobile hotspot. You applied for the Lifeline program on 06/10/2024 and were enrolled on 06/14/2024. Transaction records show that the benefits are attached to the account and being issued every month. Call records show that the phone is being used.
Our records show you placed an order on 03/05/2024 and it was delivered by *** on 03/06/2024; per tracking reference No. 1ZY902R60129593558.

Please note that if you purchased your SafeLink Phone from our official website, you have thirty (30) days from the date your Phone was delivered to you to return it to us for either an exchange or a refund. To process a return, you must follow the return instructions that came with your Phone and pay for the shipping cost to send it back to us.

To be eligible for a return you must meet the following requirements:

The phone that you are returning must have been purchased from SafeLinks official website and the **** numbers must be verified.

You must return the phone in like new, working condition, returned in the original manufacturer's packaging with all included accessories, including device, battery, charger, and manual. The phone must not have any liquid or physical damage.

You must pay for the cost to ship the phone back to us and include a copy of your receipt.

If anything is missing or the device is not in like new condition, your shipment may not be accepted. If a device has physical or liquid damage, it cannot be returned and a credit will not be issued. SafeLink will return ineligible devices to you at the same address shown on the shipping label. No restocking, handling, or shipping fees will be charged to you for this device return.

If your return meets the above requirements and you have requested an exchange for a device that costs more, you will have to pay the difference in price between the phone you are returning and the new phone you are seeking to purchase. If your return meets the above requirements and you have requested a refund, please be advised that it takes up to thirty (30) business days to process the return and credit your account. Credit for returned phones will appear on your credit card statement between 1-2 billing cycles. Your credit for a returned phone will not include any shipping or delivery costs you were charged or incurred for purchasing or returning the phone.

We attempted to contact you multiple times via phone at ************ and emails were sent to ************************* 06/13/2024, 06/14/2024, 06/15/2024, 06/17/2024 and 06/20/2024; however, we were unable to speak with you and you have not responded to our emails.

If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST.
Please refer to Email Reference Number ******* or Ticket Number 1300160906. Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing SafeLink Wireless.
Initial Complaint
Date:06/10/2024
Type:Sales and Advertising 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.
Was supposed to have free unlimited **** calls text when I filed back in March. Never had any. I had like 2 providers with not accurate phone numbers and with right phone number ********** transfered from ATT I had for 6 years. I had to open a while nother prepaid account WITH ATT just yo have phone services and pay when im on ******** and foodstamps. Lifeline getting bad review next. I was getting helm with it yesterday from a rep said he was transferring number to correct phone he'd call me back at 630. Never did. Still no service.
Business Response
Date: 06/26/2024
Dear *************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 10, 2024, regarding BBB Case number ******** complaint.

************** complaint states that she was supposed to have free unlimited data, call and text but never had any. Correct phone numbers is not showing on her account and no phone service. ************** request to transfer her phone number to the correct phone.

As per reviewed on ************** SafeLink account, it shows active and provisioned in the system. We determined that phone number end with (6797) was successfully transferred to the correct device in reference to ticket number **********. Usage shows that phone was in used. Furthermore, account was enrolled in Lifeline on June 2, 2024, with the benefits of Unlimited Talk and Text with 10GB/month of FREE data including 5GB of Hotspot Data.

We attempted to contact ************** via phone number ********** and email ********************
on 6/21/2024; to discuss the status of her account and service concerns. However, we were unable to reach her. ************** replied to our email on 6/21/2024 and confirm that the issue was fixed,

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 130020162.

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


Sincerely,

Executive *********************
Customer Answer
Date: 06/27/2024

Complaint: 21825501

I am rejecting this response because: I am still arguing with everybody my account was fine you in TracFone emailed me and asked me this over a week ago I said everything was fine don't touch anything and then here we go again my account illegally being transferred back to airtalk wireless which I did not authorize and I even told lifeline this and you guys I did not authorize it yet you let it go through anyway I'm over it I do not want air talk wireless I just sent an email to lifeline and TracFone which I believe SafeLink is linked to TracFone in some way but the problem I have is I don't have the carrier I want it keeps getting changed without my permission I want SafeLink or TracFone and that is all enrollment *********. Phone number **********

Sincerely,

*************************
Business Response
Date: 07/03/2024
Dear *************************,

We have received and reviewed your BBB complaint. We would like to apologize for the inconvenience you have experienced with our services.

An attempt has been made to you via phone to the phone number ending in 8004 and left you a voicemail message. To provide you with a resolution we will need to verify account information.

What is a good contact phone number you can be reached to? You may contact me directly via email to ************************* at your earliest convenience.

My hours of operation are Monday through Friday from 9:00 am to 6:00 pm EST.

Thank you for choosing Straight talk wireless to service your cellular needs.

Sincerely,

*************************
Executive Relations Team
************** Ext. (6139)
Business Response
Date: 07/03/2024
Dear *************************,

We have received and reviewed your BBB complaint. We would like to apologize for the inconvenience you have experienced with our services.

An attempt has been made to you via phone to the phone number ending in 8004 and left you a voicemail message. To provide you with a resolution we will need to verify account information.

What is a good contact phone number you can be reached to? You may contact me directly via email to ************************* at your earliest convenience.

My hours of operation are Monday through Friday from 9:00 am to 6:00 pm EST.

Thank you for choosing Safelink wireless to service your cellular needs.

Sincerely,

*************************
Executive Relations Team
************** Ext. (6139)
Customer Answer
Date: 07/04/2024

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.
I Have already replied to them and TracFone and SafeLink numerous times What I have attached isn't even all of it I said everything was fine weeks ago Thank you

Sincerely,

*************************
Initial Complaint
Date:06/09/2024
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.
This has been an ongoing problem with SafeLink they throttle the service down to 2G or 3G which is not supported anymore so you have no internet service and then when you call them on the phone the customer service reps are from out of the country and cannot understand what you're telling them and don't seem to have the answer to any questions you ask all they want to tell you is to make sure your phone's not in airplane mode and that's your data is turned on and then tell you to turn your phone on and off. I called yesterday about this problem and that was the response I got once again and I've tried to get this straightened out with them for going on 2 years it does no good to call because nobody can do their job at SafeLink they won't connect you with anybody that knows anything or they give you the runaround to where they keep putting you in a different spot for 15 different times and as far as I've understood it's against FCC regulations to be throttling people down to 2g or 3G which once again is not supported so you have no internet and as much as the government's paying them to provide this service this shouldn't be happening this business needs to be closed down all they are doing is ripping the government off which is the taxpayers money. The only person I want to hear from is the person that owns stapeling I don't want to hear from their customer service because they don't speak proper English and cannot understand proper English
Customer Answer
Date: 06/13/2024
I called yesterday and tried to get the phone ahead unlocked and they wouldn't unlock it for me they said that they couldn't even though it's against the law as of April ****************************************************************************************************************** laws that they violate on a regular basis
Business Response
Date: 06/24/2024
Dear ***************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 10, 2024, regarding BBB Case number ******** complaint.

******************** complaint alleged that his data has been throttled to 2GB/3GB which results him unable to access with his internet. This has been an ongoing issue for two (2) years now.

We spoke with ******************** on June 21, 2024 at around 4:19 PM EST, via phone # **********. He confirmed his data has not been working. Through this, since his data has been throttled to 64KB, after authenticating the account, we informed ******************** that his data has been exhausted and as per terms and conditions, after using the highest speed his data would slow down to 2GB which has been a reason, he could not access his internet. We should have informed him about adding the Safelink add on data for continuous data usage, however, after hearing the news, ************** has been frustrated and told us not to call him back anymore.

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 our Ticket Number 1300285699.

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: 06/25/2024

Complaint: 21824948

I am rejecting this response because: they did contact me on the telephone and it was the same thing over and over that it's always been since I've had this service they can't tell you how much data that you supposedly have used when you used it and when it pertains to this month there was no explanation as to how things happened I'm on the lifeline and *** benefits now I know the *** benefits got canceled this month so they should have been through the whole month but according to them they cut it off the first or the second okay well then if that's the case then I still should have had my 10 GB of service on my lifeline and my 5 GB of hotspot but I had none of that either and they could not tell me as to why not since they're two separate entities all they kept saying was I went over my lighted amount well how did I show me since you can't go on there and see anything it was the same thing over and over and over I got tired of hearing the same thing over and over because there was no explanation to be had from them all it was was excuses if the *** benefits were to be cut the month of **** then the month of **** should have been covered all the way to the end and then the *** benefits are gone but they cut them off supposedly the man said the first or the second he really didn't know well you work there why don't you know you got the information in front of you why don't you know what happened to my lifeline benefits where are they at where's this 5 GB hotspot that I'm supposed to have that I've never been able to use when I go and try to use it it tells me that my plan doesn't have that so therefore what am I supposed to do there's only so much I can do on my end I don't have access to their computer system and when you get them on the phone they don't try to solve any problems all they do is give you excuses so when a man kept telling me the same thing for the 7th time yes I told him I didn't want to hear from him anymore do not call me back I want somebody that is a supervisor or way up the food chain to call me so that they apparently can pull up all the information as to how it is that I managed to use all this in 2 days. And even if I had the hot spot that I'm supposed to have I can't use it because they have me throttled back to where I have no internet. So there is my dilemma the *** benefits should still be active through the end of the month first of all and they have already cut them off secondly my lifeline benefits should be active but they're not they said they've been used how can I use them and my *** benefits at the same time when they're two separate things this is the problem that I've been having with them from the get-go and I cannot get anybody on the phone to answer my questions and explain to me how this is happening.

Sincerely,

***************************
Business Response
Date: 07/09/2024
Dear ***************************,
Your BBB rebuttal 21824948 was received on June 25, 2024. Your complaint was thoroughly reviewed shows that on 6/7/2024 your Data was consumed ( Throttled ) until 6/29/2024 Your plan is now restored and updated for the month. At this time, we are closing your complaint and will make no further attempts on this complaint. My hours of operation are Monday through Friday from 8: 00am to 5:00pm EST.

Thank you for choosing Safelink wireless to service your cellular needs.

Sincerely,
*******************************
Executive Relations Team
*****************************************
************************
Ticket # **********
Initial Complaint
Date:06/09/2024
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 paid for my friend's service to be on for phone number ************** but his service was never turned on. Safelink essentially stole my money.
Business Response
Date: 06/24/2024
Dear ***************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 09, 2024, regarding BBB Case number: ******** complaints.

****************** complaint alleges states that, he paid for his friend's service for the phone number of ************** but his service was never turned on. SafeLink essentially stole his money.

We spoke with ************** on June 18, 2024, 6:22 PM EST at **********. As per conversation, he mentioned that he doesn't have the device with him since it is his friend's phone, and they paid the service twice then ported out the phone number. It was mentioned that he files a dispute to his bank, but it was denied.

Therefore, we asked his friend's contact number, and he provided it to us, we need the account authenticated by his friend and we will be calling him back by on, June 19, 2024, to provide further updates.

As we did the thorough investigation, since ************** is the one who were asking for a refund, he's the one that needs to authenticate the account prior proceeding with the refund process.
We are not allowed to contact his friend's phone number since his friend did not file the complaint and ************** needs to get in touch with his friend to do the validation process or he can initiate a 3-way calling.

We spoke with ************** on June 20, 2024, 1:03 PM EST at **********. As per conversation, we were able to get in touch with ***************************, the owner of the account. We let him authenticate the account using the 4 digits security pin, but it shows invalid. We have tried multiple 4 digits security pin, but it didn't work. We were able to ask the most frequently dialed numbers, but it was not accepted. Therefore, we asked a permission to reactivate the account so that we can send a verification code and ************** and Mr. **** agreed with it.

In addition, Mr. **** was able to validate the last 4 digits of the **** of the device and after we reactivated the service and provided one day of it, we tried to send a verification code via SMS. However, it did not work, we tried to send it twice but still the service didn't work at all. Refer to the service replacement ticket number of 1300214982.

Furthermore, we just asked the credit card information that was used for the purchased so that we can proceed with the refund process. Thus, we need to wait for the approval from the escalation to override the account. We informed ************** that we will be calling him back after 24 hours and he agreed with it.

We spoke with ************** on June 24, 2024, 12:17 PM EST at **********. As per conversation, we informed ************** that the escalation that we have made on June 20, 2024, to override the account was denied. We informed him that Mr. **** needs to validate the risk factors that was associated into his enrollment which are the following: date of birth, last 4 digits of the *** and the complete address that was used when he made the application. But ************** refused to do so and doesn't want to proceed with it and end up the conversation.

On the other hand, 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. We cannot discuss customer information or make changes to accounts unless the account holder authenticates the information.

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

Please refer to reference Ticket Number 1300121112.

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: 06/24/2024

Complaint: 21823462

I am rejecting this response because I've spent hours on the phone attempting to validate the account as they have asked which shouldn't even be necessary to process my refund but I have done it anyway and they continue to come back and say that they don't have all the necessary things to validate the account after I've given them every piece of information that they could possibly want they continue to reject my claim. There is no reason that they should even need to validate the account for them to process my refund. I don't believe that their validation process is about security as it seems more like a way to prevent users from Gaining access to their own account because of how difficult it is. They continue to ask me to give them the same information that I've already given them several times . This should be very simple. I paid with my credit card and the service was not turned out. I would like a refund for paying for service that was never turned on. This is exactly the reason why I had to open this complaint in the beginning was because they asked 17 different validation questions and even after you verify all the questions that they asked they just continue to ask more questions. It is easier for me to validate bank accounts then the security that SafeLink has in place which only makes it difficult for the account owners to access their own accounts. I'm not asking to access an account, I am only looking to get my payment refunded. I've already wasted way more time on this than it is worth.

Sincerely,

***************************
Business Response
Date: 07/01/2024
Dear ***************************,

We have received and reviewed your BBB complaint. We would like to apologize for the inconvenience you have experienced with our services.

An attempt has been made to you via phone to the phone number ending in 0367 and left you a voicemail message. To provide you with a resolution we will need to verify account information.

What is a good contact phone number you can be reached to? You may contact me directly via email to ************************* at your earliest convenience.

My hours of operation are Monday through Friday from 9:00 am to 6:00 pm EST.

Thank you for choosing SafeLink Wireless.


Sincerely,

*************************
Executive Relations Team
************** Ext. (6139)
Initial Complaint
Date:06/08/2024
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.
Disonnected my phone service at end of ACP end of May. Prior to that multiple times instructed to reapply for Lifeline. Then in June told all my appls rejected because Safelink shows me still enrolled with ACP.Then told to get Q-code from National Lifeline Verifier, which I did- told I had Lifeline through Aug. 2025. Called back Safelink Enrollment and agent took Q-code and assured me she would manually enter it and **************** restored to my phone ************ in 72 hours.Called back today and agent told me to reapply again for Lifeline and she could not take Q-code showing my Lifeline enrollment. Been without phone service for a week now. Saga continues. Safelink customer service is the worst.
Business Response
Date: 06/24/2024
Dear *******************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 09, 2024, regarding BBB case # ********

Your complaint states that your account service was removed from your account, you have been unable to receive the assistance from customer support.

We reviewed the status of the account, you applied for Lifeline and ACP benefits on 12/23/2022, got enrolled on 12/27/2022; however, benefits got cancelled on 05/16/2024 because NLAD did not accepted the application.

We contacted you on 06/11/2024 via phone number ************; you indicated that you applied for the benefits on 06/05/2024, it was required for us to wait while the application got linked to the account.

Since, we have called you on 06/13/2024 and 06/19/2024 to provide you updates, you indicated that you have been receiving daily SMSs indicating that you must pay for the service, the last SMS you received was on 06/17/2024. Therefore, we scheduled a call on 06/23/2024 to confirm that the messages will stop.

We attempted to reach you multiple times via phone at ************ on 06/23/2024; 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 1299681722. 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: 06/24/2024

Complaint: 21822608

I am rejecting this response because: Even today 6/24/24 I received a text that my service was about to be discontinued and my phone # lost to me.
The issue seems to be a problem with their accounts record-keeping (although this is only a conjecture - supplied to me by a Safelink rep) that shows me still enrolled in ACP (which has ended) and, although site/my account now shows new Lifeline enrollment, I continue to receive threats of discontinuation of service.
******** has been helpfully monitoring this and in the meantime even provided temporary continuation of service. I spoke with her today about the seeming continuing problem.
However, (likely until they resolve their record-keeping on their site), I continue to receive text messages that they will discontinue my service -- even though their site shows me with a new enrollment in Lifeline and that has been confirmed to me by several Safelink reps.
So the issue has not yet been resolved.

Sincerely,

*******************
Business Response
Date: 06/27/2024
Dear *******************,

The system indicates that on June 18, 2024, you have been successfully enrolled in the lifeline program for the phone number ending in 2329.

All the above information has been provided so we will consider this matter as a final response.

Thank you for choosing Safelink Wireless.

Sincerely,

*************************
Executive Relations Team
************** Ext. (6139)

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Customer Answer

Customer Answer

Customer Answer

Customer Answer

Customer Answer

Customer Answer

Customer Answer

Customer Answer

Customer Answer

Customer Answer

Customer Answer

Customer Answer

Customer Answer

Customer Answer

Customer Answer

Business Response

Customer Answer

Complaint statuses

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Business Response

Customer Answer

Complaint statuses

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Safelink Wireless is NOT a BBB Accredited Business.