Business Profile

Cell Phone Supplies

Safelink Wireless

Headquarters

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Complaints

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

Customer Complaints Summary

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

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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:06/07/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had my phone stolen and called safelink to report it as such earlier this year. I was informed that the phone will be replaced and sent within a week. A week later and the phone never came. I called again requesting a update and was told there was an issue with the shipping and the phone replacement would be out in a week. Another week passed and still no replacement. I called recently due to the attached information requesting information concerning my application and replacement. Not once was I told that I needed the stolen phone's information or another number I used for phone calls during this time. I was told I'd have to reenroll to the program and then they would send me a replacement. I informed them I'd call today to get it set up. When I called today the person I spoke to was so condescending, rude and extremely unprofessional. They kept telling me that without the stolen phone information I wasn't getting help. That they're refusing to help me or let me talk to a superior and without that information they even refused to cancel my services.
Customer Answer
Date: 06/20/2024
I was told on 6/18/2024 that the phone I've reported as stolen would be
replaced between the hours of 11 am to 3pm on a recorded message. I have
witnesses to this statement
Today when contacted by SafeLink they again treated me so rudely,
unprofessionally and with great condescension. They told me that since I
filed a complaint with both the BBB and FCC they weren't going to honor
their website agreement of replacing the phone
I requested that I either get my phone replaced as agreed or I get a
cost of $1000 for the cost of replacement, damages plus my overall lost
of interest.
Business Response
Date: 06/21/2024
Dear *******************************:

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

Your complaint states that your phone was stolen, you called for customer support assistance, they told you that a replacement could be processed; however, you have not received it.

Our records show that you applied for Lifeline and ACP benefits on 11/03/2023 and were enrolled on 11/07/2023, now your Lifeline and Affordable Connectivity Program enrollment are inactive since 04/03/2024, because SafeLink did not had an active phone to assign the services.

If you would like to have your benefits re-instated, you will need to apply via www.safelink.com and/or complete the process at ****************************. National Verifier: Assistance: **************. The support center is open 7 days a week, from 9:00 a.m. to 9:00 p.m. EST. It might take 7 to 10 business days for the process to be completed.

We contacted you on 06/10/2024 via phone number ************; you provide extra information about your account, and we found that the **** ending in 0170 got reported as a stolen.

We send a replacement device on 06/12/2024 per ticket **********, *** tracking number 1ZY870930200342625. Since we have called you via number ************ on 06/12/2024 and 06/16/2024 and provided the updated for the shipping process.

Our records indicate that you have received the phone on 06/19/2024 at ********, **.

We attempted to reach you via phone at ************ and email was sent to ********************* on 06/20/2024; 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 1299680564. Based upon the foregoing, we will close this matter unless we hear from you.

Thank you for choosing Tracfone Wireless.

Sincerely,

Tracfone Wireless ****

Customer Answer
Date: 06/28/2024

Complaint: 21818220

I received the phone they promised to replace after four months of a run around. My regular phone stopped working unfortunately the day after the replacement came in. I tried to activate my phone through the services offered online with an error message coming up. I tried to see if I could reapply and again an error message came up. I was able to find that they cancelled my services without even using every method available to contact me over this issue. I need an operating phone due to doctor ************* job interviews and medical emergencies. I am at risk of being endangered due to their lack of professionalism. I wish them to pay an even larger amount due to their actions.

Sincerely,

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

We have received your BBB rebuttal. We have verified that you have received your device and our record shows that it's not yet activated. The old LID is cancelled that you provided in the attachment. Please reapply for the Safelink program and you can activate your device while you wait for approval.
If you have any questions, please do not hesitate to contact me. We appreciate your business and look forward to getting your device activated. 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
*****************************************
************************
Customer Answer
Date: 07/10/2024
As of June 30th 2024 it was confirmed to me via a phone call that SafeLink failed to send out the replacement phone in an appropriate time. It was also confirmed to me that they let my account go to default after knowing the phone was stolen. They admitted to cancelling my service knowing that they were at fault for not committing to the at the time offer of 1 free replacement phone. For 4 months they agreed that they were attempting to commit fraud by failing to provide what was advertised to and agreed upon before June 1st of 2024. They have caused me an immensely large level of stress as well as suffering. They deserve to have their license revoked as well as a thorough investigation into the matters of which they conduct business. I seek a settlement of $2 million.
Customer Answer
Date: 07/10/2024

Complaint: 21818220

As of June 30th 2024 it was confirmed to me via a phone call that SafeLink failed to send out the replacement phone in an appropriate time. It was also confirmed to me that they let my account go to default after knowing the phone was stolen. They admitted to cancelling my service knowing that they were at fault for not committing to the at the time offer of 1 free replacement phone. For 4 months they agreed that they were attempting to commit fraud by failing to provide what was advertised to and agreed upon before June 1st of 2024. They have caused me an immensely large level of stress as well as suffering. They deserve to have their license revoked as well as a thorough investigation into the matters of which they conduct business. I seek a settlement of $2 million.

Sincerely,

*******************************
Customer Answer
Date: 07/10/2024
I will not be reapplying to SafeLink due to the constant disrespect as well as falsely stating to me about free services. They refused to allow me to transfer my phone number to their service which I have documented and will send within 24 hours. They failed to meet their own standards again this is documented via the recording I have. They failed to keep my information in tact, violated my rights as a customer and expect me to pay them not only for something that was previously advertised as 1 free replacement they as well failed to allow me any form of decorum nor treated me with care for 4 months. They're plans to scam me out of money I don't have nor owe is horrendously inhumane and unprofessional. I asked to have a new number if possible when trying to activate the phone and was told that the number that was assigned to my account to them was already registered to the device meant I had to pay. I'll be more than happy to find my recording and share that in my next update once located. There is nothing outside of paying me for the stress, false advertisement as well as my pain and suffering. Unless it's about how to get the money owed to me in my personal account I wish to now consider taking this issue to every news media as i was asked and promised please
Initial Complaint
Date:06/06/2024
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 trying to transfer my Safelink service to my Galaxy phone, they said i need to buy a new sim card, i told them theres a bunch of different ones, i dont know what one to choose can you send me a link to the correct one i need? they did send the link and i double checked it was the correct one they said yes, i bought it. 3 days later it got shipped to my front door and i go to the customer support chat to activate the sim card, the first agent spend about a 1 hour and 30 mins trying to activate it, he ends up taking the service off my phone and then tells me the sim card is invaild and just left the chat without any warning. So now im stuck with no phone service on either phone and no idea whats even wrong. i reconnect to the chat to a new agent and they run me in circles for a hour then randomly disconnects from the chat. I try a 3rd time and now they are saying they can not help me since i cant tell them the 6 digit code they sent to my phone but thats because the took the service away and made that impossible to get the 6 digit code. Then they just keep telling me i need to call them but i keep telling them i dont have a phone they took the service off and never put any service back on. So they lied to me about the correct sim card to buy or lying to me about the card be invalid and just didnt want to connect it? but now after 4 hours im left with no phone at all and maybe a broken sim card they made me buy (not sure they wouldnt explain the issue) and they will not give me any type of help from the problems they caused for no reason and every agent just keeps leaving the chat or repeats some program response and isnt understanding they made it impossible to authenticate the account
Business Response
Date: 06/18/2024
Dear ****:

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

******************** complaint states that he tried to transfer her service to a new phone and needs to buy a new sim card, so he asked assistance for he does not know what sim card to get. After he had the correct sim card, he tried to reach assistance through chat in activating the sim card but instead his service has been cut off he said. He tried to contact again for his service to get reconnected but was told that he needs to receive the code on his phone but can't since the service is out, he is unable to receive it.

Upon review, the account we found with the phone number ********** is active and well provisioned on the system and shows service usage last 06/12/2024. The account is enrolled with Lifeline with LID ********* which was enrolled last 05/06/2024 and has a pending ACP enrollment with ACP ID *********.

There are visible service usage showing up on the account. It is active and well provisioned on the system.

With this, for further information, we spoke with **************** today, June 18, 2024, around 01:44 PM EST via phone number ********** and as per conversation, he said that there is already a representative that helped him regarding this matter and that everything is resolved, and his phone is working fine now.

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.

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

Sincerely,

Executive *********************
Initial Complaint
Date:06/03/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
They are cheating me of support they give others, slowed me down from 4G to 2G as a monthly punishment. I just want them to play fair as I am very poor, no income, worked 30 years. On ebt and ********* They will repair my internet if I pay them money!, sounds like a scam...
Business Response
Date: 06/14/2024
Dear *************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 3, 2024, regarding BBB case # ******** complaints.
Your complaint states that we changed your mobile network, going from 4G network to 2G network.
In reviewing your Safelink Wireless account ending in IMEI 3778, it is active with the Lifeline benefit, which includes unlimited minutes, unlimited text messages, 10GB of mobile data per month, and up to 5GB of mobile per month. You applied for the Affordable Connectivity Program (***) on 05/15/2021, enrolled on the same date; and applied for Lifeline on 05/11/2017 and enrolled on 05/23/2017. Transaction records show that the benefits are attached to your account and are issued every month. Call records show that your phone is being used, and usage records confirm that 10 GB of mobile data have already been consumed.
Please be advised that the *** is no longer operating due to financial depletion. The last fully funded month if Congress fails to provide additional funding for the *** benefit will be April 2024, but SafeLink will fully fund their *** benefits through May 31st, 2024, for those who are currently enrolled in the ***. Consumers may petition Congress to approve the *** Appropriation Bills in the House and Senate by visiting *******************************************;
On the other hand, SafeLink is offering enhanced Lifeline-only plans, and this offer is for a limited time. When the Advanced Connectivity Program (***) ends and the customer is still enrolled in the Lifeline program, the consumer will automatically receive the new enhanced **************** Plans of unlimited talk and text with 10GB high-speed data and a 5GB hotspot beginning May 31, 2024.
We attempted to contact you via phone at ************ and e-mails were sent to ************************** on 06/06/2024, 06/09/2024, 06/10/2024, 06/11/2024, and 06/13/2024; however, we were unable to speak with you and you have not responded to our e-mails.
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 1299453479.
Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing Safelink Wireless.
Initial Complaint
Date:06/02/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have lifeline with SafeLink cell phone service. I was getting free data and unlimited service through lifeline it is funded by the government on June 1 2024 the government changed the plan and you didn't get unlimited data anymore so I got a text message from SafeLink telling me that they were offering different plans for mias long as I was still in rolled with life line. So I took them up on it and I paid $20 for unlimited text and Data to go along with my lifeline plan. Well now I call customer service and talk to 8 different people and they said SafeLink didn't offer that plan said the plan that I paid for was just for unlimited talk and text I told them that why would I pay for that when I already get that for free through my lifeline plan. Seems like this is some kind of scam to get your money. I was charged $22.46 with tax also I find out that someone charged my credit card $9.25 more yesterday after I was taking to customer service I didn't tell know one to make another charge for $9.25 customer service can't tell me why I was charged that. I want what I paid for with the $22.46 then I want my $9:25 back that I don't know why they charge that. Why did they send a text offering this plan if there was no plan. Please help I want what I paid for and I want the $9.25 back that should have not been charged and a explanation on what the $9.25 was for
Customer Answer
Date: 06/04/2024
SafeLink called me this morning and said that they will have it fixed in 30 minutes. Well that didn't happen but they sent me a message that if I was still having problems to call corporate so I did the lady told me there was no plan like that here we go again. She says again I have to change plans and I tell her know I don't if I change from lifeline I wouldn't get this offer. I try to keep telling her I have to have this plan to be able to get the add on that I paid for then she says I will transfer you to lifeline rep and I said this is where the first call I tried and didn't get any help from them. Didn't make sense she is going to transfer me back to the place that know one could help in the first place I'm so confused she is at the corporate office and can't help. Also told me that with lifeline I only get 4 GB which it supposed to be 10gb without the add on plan. This has not been fixed don't understand why safelink doesn't have someone from ******* call you since where ever they call from can't help
Business Response
Date: 06/05/2024
Dear *********************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 2, 2024, regarding BBB case # ********.
Your complaint states that you were notified about the Affordable Connectivity Program (ACP) termination and the service plans available for SafeLink customers since the mobile data would decrease after program cessation. For that reason, you purchased a $20 unlimited service plan, but you did not receive the benefits and customer support has not provided you with the required assistance.
In reviewing your SafeLink account is active with the Lifeline benefit which includes unlimited talk, texts, 10 GB of mobile data and 5GB of mobile hotspot. You applied for the Lifeline program on 01/28/2015 and were enrolled on 01/29/2015 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.

Please be advised that due to a lack of funding from Congress, the A?ordable Connectivity Program (ACP) ended on June 1, 2024, and ACP consumers will no longer receive this benefit unless Congress decides to provide additional money to fund ACP. Customers are encouraged to call or email their congressional representatives and ask them to fund ACP. Customers can go to ************************************* and enter their address and the system will automatically create an email that the customer can modify and send to their congressional representative.

Note that only Lifeline enrolled customers can purchase the new ********************** paid enhanced 30-day service plan and add-on plans, you purchased the $20 service plan that included unlimited talk, texts, mobile data and 5GB of mobile data.

We successfully spoke with you via phone at ************ on 6/4/2024; we discussed the abovementioned and you were notified that you did not receive the benefits since you applied it by the end of the month and SafeLink uploads the base service plan the beginning of each month; therefore, we updated the information and applied the correct service plan to your account and advised you to buy it once you have already received the monthly service plan.

We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future. As part of our commitment to assist our customers, our team undergoes continuous training.

If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST.
Please refer to Email Reference Number ******* or Ticket Number 1299318142. Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing SafeLink Wireless.

Customer Answer
Date: 06/06/2024
The lady that you are talking about told me to wait 30 minutes and my plan would be add on plan would be added. She said she would call me back later 4 hours later know call so I called the number to corporate office that you all provided and used the extension you provided I was told by this lady there was no plan that I could get for unlimited talk, text and Data I read her The one I took out from $20 dollars also told her about the lady before trying to help me and never called me back so I was confused again. Also I finally got my unlimited I paid for on June 5 and I appreciate finally getting it. But now I need to know who do I contact to pay my bill every month to continue my plan and when should I pay my plan is it on the first of the month or when like for July when should I call to pay it also how do I get ahold of to pay and not have this problem again. Also your agents at the corporate office needs lot more training because they say their is no plan add on for me and I have lifeline. Please let me know when and how I can pay my plan every month thanks
Customer Answer
Date: 06/06/2024

Complaint: 21790974

The lady that you are talking about told me to wait 30 minutes and my plan would be add on plan would be added. She said she would call me back later 4 hours later know call so I called the number to corporate office that you all provided and used the extension you provided I was told by this lady there was no plan that I could get for unlimited talk, text and Data I read her The one I took out from $20 dollars also told her about the lady before trying to help me and never called me back so I was confused again. Also I finally got my unlimited I paid for on June 5 and I appreciate finally getting it. But now I need to know who do I contact to pay my bill every month to continue my plan and when should I pay my plan is it on the first of the month or when like for July when should I call to pay it also how do I get ahold of to pay and not have this problem again. Also your agents at the corporate office needs lot more training because they say their is no plan add on for me and I have lifeline. Please let me know when and how I can pay my plan every month thanks

Sincerely,

*********************
Customer Answer
Date: 06/13/2024
Corporate called me yesterday and said what they could do to solve problem. I Said just want to be able to have my add on plan for Lifeline that has unlimited data and text and talk for $20 plus taxes that you all offered. The lady said there is know plan like that with unlimited data so I read the plan that they sent me on May 28 2024 then she said that she would have to talk to someone else and would call me back. But they don't call back until I send BBB another update. I have had 2 people in corporate office say I have the plan and 2 other people in corporate office tell me that they don't offer the plan. This has been so confusing and why don't someone in ******* finally call me to fix this please help SafeLink
Business Response
Date: 06/13/2024
Dear *********************,

Your BBB complaint has been received and resolved. This will confirm that I spoke to you on 6/13/2024 and explain the add plan process for Safelink. You will continue to receive your free plan and you will be able to purchase the add on anytime right after the free plan is added. I also told you to contact me directly if you have any questions in July after your service date. I appreciate you giving me the opportunity to research your complaint and apologize for any inconvenience you have experienced. 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
*****************************************
************************
Initial Complaint
Date:05/29/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Safe link is listed as a provider of telephone and **************** for low income individuals. These programs are funded through government sources, therefore abuse of this would be a federal crime. However, strictly from a business perspective, *********** has too many negative reviews to continue to be on suggested providers of this service.
Business Response
Date: 06/11/2024
Dear ***************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 29, 2024, regarding BBB case # ******** complaint.
On your complaint, it is stated that you had concerns about the services that SafeLink Wireless provides to the customers and also your worries regarding our customer service that we provide.
We were able to check in our records, that you previously applied for Lifeline benefits, however in our system shows under the application, that the benefits applied are with Lifeline + ACP benefits, since ACP has ended due to not receiving new funds, your enrollment was delayed.
We may assist again by having the Lifeline Benefits as Primary, in order to activate the new phone and assign a new phone number.
Regarding your concern about SafeLink Wireless as a brand, we appreciate your feedback regarding your negative customer service experience. We value customer feedback to support future improvements. We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future. As part of our commitment to assist our customers, our team undergoes continuous training.
We called you on 06/10/24 at your contact number **************, and we were able to speak over the phone, however when we asked you in order to provide further assistance, you requested to not be assisted since you have services already with a different company.
If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST.
Please refer to **********. Based upon the foregoing, we will close this matter unless we hear from you.

Thank you for choosing SafeLink Wireless.
Initial Complaint
Date:05/28/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My phone was stolen from Planet Fitness on Sunday, May 26, 2024. I filed a police report and called your company to have it shut off. I spoke with *** on Monday morning May 27, 2024 and she told me should could not shut it off unless I told her the last three numbers I called. I told her that I don't use voice services much and I hadn't made any calls in the last week and even if I did I don't remember who I called and wouldn't know their number since the phone was stolen !!. Who remembers numbers these days?I told her someone may be using the phone for illegal purposes and that I would like to speak with a manager. She told me she was not allowed to forward calls to a manager.I couldn't sleep last night so I called my stolen phone number *************) and someone answered and said; "What do you need?" I take that as meaning what drugs do you need? I told him he was using a stolen phone to deal drugs and he hung up. I'm going to report this incident to the police who came out to investigate the theft and the **** You are supporting the drug trade by not disconnecting my phone.Because of the poor service I've received in the past and the ridiculous policy on shutting down my phone, I have cancelled your services as of yesterday.
Business Response
Date: 06/03/2024
Dear ***********************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 22, 2024, regarding BBB case # ******** complaint.
Your complaint states that you have been trying to disconnect your services since the phone that you had with Safelink Wireless was stolen; also, you have stated that probably the phone was used by a third person for illegal purposes. Hence, you reached help with the legal authorities on your area and even tried to get assistance with customer service support.
Noticing that the request was to deactivate your line and enrollment, please note 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.
In our records we were able to find that previously you had an enrollment with Lifeline; later on, we were able to find in our records that previously you were able to have assistance with the appropriate department after following the authentication guidelines.
We were able to speak on 05/29/24 and you have confirmed the information of your request to be resolved with the department; also, on today 05/30/2024 you have confirmed with us that no further assistance was needed in regards of your concern.
Regarding your experience through costumer service, we would like to apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future. As part of our commitment to assist our customers, our team undergoes continuous training.
If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST.
Please refer to **********. Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing Safelink Wireless.
Initial Complaint
Date:05/27/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Phone number involved: ************ *************************** xxx-xx-4272 DOB 11-01-1963 1 I am a ******* Connected Disabled Veteran 2 Safelink is a free phone. They keep asking me to purchase a plan on a free phone 3 ******* Connected Disabled Veterans is now accepted as eligibility under ``Program'' not ``Income''4 ******************************** Benefits Award Letters do not contain a statement of income.5 VBA BAL only verifies that the Veteran is at or over the 70% ******* Connected Disability for eligibility.6 This happened a few years ago where they spent months and months turning the phone off and on and off.7 The BBB and other ******************* were involved at that time since customer service and tech support only goes round and round and round between A) enrollment, tech support, and customer service at ********************, B) enrollment customer service and tech support at California Lifeline C) enrollment, customer service and tech support at the National Verifier D) baseline staff, escalations and provider affairs at the **** and around and around and around over and over and over.E) When the matter is escalated to Safelink by TracFone by ******* executive affairs and subsidiary relations the issue is dropped once again back down to baseline staff or redirected back around the same endless loops discussed here So whatever they did years ago to get them to leave the phone on and quit trying to get me to purchase a plan on a free phone - they need to do the same thing again.They already have my Statement of VA ******* Connected Disability of 70% or Greater - and that doesn't change (unless it goes up) - to qualify under Program and not Income - so whatever their problem is I don't know.
Customer Answer
Date: 05/30/2024

Business contact but no resolution is forthcoming.
Business contacted us, but
their English was so poor nobody could
understand what they were talking about
When repeated requests were made to be
talking to their U S corporate office, they
just kept providing pushback/noncompliance
When we said we'd be contacting an attorney
over their noncompliance and the attorney
needed direct contact information for their
legal affairs office, all we got was more .,pushback
and more recitations of company policy/FAQs
that neither solved the problem nor complied with
the escalation directive.
We were then redirected as before back down to
   baseline staff who have no ability expertise or
   authority to solve problems from their third party
   foreign-country call chat or correspondence
   service provider for
i) Safelink by TracFone by ******* to re-escalate through there

           ii) California Lifeline to re-escalate through there

          iii) ***************** Utilities Commission

all of whom could do nothing but ``file feedback/take reports''
except once again, neither of those ever solves anybody's problem
or complies with the escalation directive to anybody who can
and we go around and around and around over and over and over.

Customer Answer
Date: 06/05/2024
A week later and no valid response from the business.
The only response received is the same cut-and-pasted redirects to other
a) admin levels
b) departments
c) agencies
d) companies
all of whom have only the same 3 abilities of
i) researching the Web/keywording a knowledgebase
ii) reciting prerecorded answers to FAQs/explaining company policy
none of which were asked about and none of which solves the problem or complies with the escalation directive
causing restarts of the endless loop discussed above in a)-d)
Waiting for agent response or compliance with escalation directive.
Business Response
Date: 06/14/2024
Dear ***************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 27, 2024, regarding BBB Case number ******** complaint.

**************** stated that he is a Service-Connected Disabled Veteran, and SafeLink is a free phone. And he also mentioned that he is eligible for a program, and he spent months and months turning the phone on and off. He also mentioned that BBB and government are involved. He wants his phone service back.

As per review, account is past due since May 26, 2024, due to non-renewal. Account status with LIFELINE is cancelled since March 25, 2024.

We spoke with the customer on June 07, 2024, at 4:03 PM EST via phone number ********** wants to turn oh his phone but when we try to be explained regarding the reason why his service is not working, he does not allow us to speak, he wants to be transferred to the higher managements, and keep repeating his self." Waiting for agent compliance". " Turn on the phone or escalate. Customer will not allow us to speak, he keeps on shouting. He keeps on repeating himself. We really tried to explained to him regarding the status of his enrollment but still he would not listen to us or allow us to speak but in the middle of the call someone interrupted on the line her name is ***** from MIAMI corporate office and let me release the call since she will be the one to take care of *******, since ******* would not allow us to speak or explain. We attempted to contact customer on, June 10, 2024, at 4:03 PM EST via phone number ********** but to no success, routed to voicemail. Left a message. June 14, 2024, at 11:26 AM EST via phone number ********** but to no success, routed to voicemail. Left a message. June 14, 2024, at 12:07 PM EST via phone number ********** but to no success, routed to voicemail. Left a message. June 14, 2024, at 12:48 PM EST via phone number ********** but to no success, routed to voicemail. Left a message.

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 Kana id ******* and Ticket Number 1299518898.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Net10 Wireless.

Sincerely,

Executive Resolution Department

Customer Answer
Date: 06/15/2024

Complaint: 21765519

I am (partially) rejecting this response because:
Safelink perpetuated the same endless loop we started with by redirecting to California Lifeline to start the application process over again despite my being with Safelink for years.
Ever since the system changed from income based to program based - it's been problematic with Safelink redirecting back to Lifeline and Lifeline redirecting back to Safelink.
lifeline is supposed to send out some kind of form or other to fill out and turn back in - and we haven't gotten it yet - but dollar to a ***** says it's another prerecorded/process-oriented response that perpetuates the same stalemates we started off with.
So - since it's going to be more than 10 days between now and when the California Lifeline envelope gets here and we find out or not if it's going to perpetuate the same endless loop - we are leaving the case open for now.

Sincerely,

***************************
Initial Complaint
Date:05/22/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My phone service and data stopped working on May 8th 2024. I've called countless times to speak with tech support for troubleshooting. They all tell me to do the same thing("turn off the phone and turn it back on","reset network settings",etc...). Then after being on the phone with them for about 45 minutes they tell me "it will be fixed in about 15 minutes, if it doesn't call us back", then the same exact process occurs(power cycle the phone, reset network settings, etc...). It's been 2 weeks and countless phone calls with no solution.
Business Response
Date: 06/03/2024
Dear ***************************:

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

************************ complaint states that his cellular service stopped working on 5/8/2024.

Upon review, ************************ account provisioned in the system and the address given shows great 4G coverage, and we did not receive any reported outages in the area for the past two (2) months *** have interrupted the cellular services. However, within coverage area there *** be significant limitations or interruptions in coverage that *** impact service and result in dropped and blocked connections, slower ****************** and data speeds or no ****************** or data connectivity and call interference. This could occur due to many factors including your device, network changes, network traffic volume, network outages, technical limitations, signal strength, the terrain and your proximity to buildings, foliage and other obstructions, weather and other conditions. Nonetheless, we need to contact with ******************** to perform technical troubleshooting.

Please be informed that beginning February 7, 2024, at 11:59 p.m. est. The *** fund has been depleted and is no longer accepting new enrollment applications. This will no longer be offered until funding for the program is secured to enable additional enrollment. However, those who are currently enrolled in the *** will continue to receive benefits until April 2024. For more information, contact the *** Support Center at ************.

******************** applied for the Lifeline benefits program and the Affordable Connectivity Program on (***) on 7/19/2023 and was approved on the same day. However, the Lifeline benefits was cancelled on 5/24/2024 due to transfer out request which leaves only the *** benefits active.

We spoke with ******************** via phone number ************ on 5/28/2024 and performed technical troubleshooting. However, we were not able to fix the cellular service due to the complexity of the case which needs further investigation. Therefore, we agreed to contact ******************** once we have an update.

We attempted to contact ******************** multiple times with the same contact phone number and email ******************* on 5/29/2024, 5/30/2024 and 6/3/2024, but we were not able to reach him. We are still waiting to hear from ********************.

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 email reference number ******* or Ticket Number 1298620437.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 06/05/2024

Complaint: 21746952

I am rejecting this response because:
I just talked to another TracFone/Safelink Wireless agent, she spent about 20 minutes on the phone with me. 1. She reactivated my service that was down because the *** benefit ended. 2. She told me to power cycle my phone and wait for it to load after restarting. Nothing changed("searching for service"at the top left of the notification panel and a circle with a diagonal line through it). After that, she told me power cycle the phone one more time after we hang up and if it doesn't work, "I will call you back in 24 hours". Which is what I've been told to do every time I've spoken with an agent. The only difference is, she only waited 20 minutes before ending our conversation rather than 45 minutes, which is how long they normally "troubleshoot" for. I cannot keep wasting so much time on this problem for each "agent" to have me do the same things every time and nothing changes. I already bought a new SIM card because one agent told me that was the problem, this latest agent thinks that we should reactivate the old SIM card(but was unable to do so today, because she just applied my service to the new one a few minutes beforehand.
My service was working well until May 7th (last phone call was 4:29pm). When I woke up on May 8th, service was out and I noticed an update had been loaded overnight. The phone continued to work on WiFi but did NOT have service anywhere in town. Please have someone contact me with knowledge and authority to solve this issue in a timely manner. I used the email reference number/ticket number after calling the number and extension that was left in your last email to me. It did not help...
Sincerely,

***************************
Business Response
Date: 06/17/2024
Dear ***************************,

We received your rebuttal and apologize for any inconvenience you are experience with our service. Several troubleshooting steps were done and the device continue to only work on WIFI. I am sending new sim card today via ***** to fix the issue. Please contact me to further assist when you receive the ****. My hours of operation are Monday through Friday from 8: 00am to 5:00pm EST.

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

Sincerely,
*******************************
Executive Relations Team
*****************************************
************** @Ext 6131
Initial Complaint
Date:05/20/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
i applied on 4/16/24 to safelink online, i didnt receive the phone until 4/27/24, upon getting phone all was transferred, acp and lifeline , they changed my number called 28 of april changed it again , it was already in transfer process finally got number back , they de enrolled me 7 times all info from national verifier they said i de enrolled i did not, they did de enroll me as of 5/19/24, my phone was out again for the 7th times i missed dr *********** 2 times today5/20/24 and last monday.national verifier said they safelink de enrolled me multiple times with no consent, authorization , they said it was online, so this lets me know they can go in your account change your things and blame the consumer? that's exactly what they did . I Did not de enroll dont know how ,once we ( consumers,) submit applications to phone co , we as consumers have no clue what they're doing but i know what they're doing with mine.i had phone less than 30 days and they de enrolled me multiple times what puss me off is yhat they lied and said i did..I DID NOT DE ENROLL MYSELF , DONT KNOW HOW. that made me miss 2 dr ***** as i had knee replacement and in need for transportation as this is the only phone i have. they keep turning off my service and been in my account and said i did it ...****** off. my phone was off completely and my data was still used.
Business Response
Date: 06/03/2024
Dear ***************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 20, 2024, regarding BBB Case number: ******** complaints.

****************** complaint states that she did not request to de-enroll in SafeLink free service program.

As per investigation, account is active and well provisioned in the system. Daily usage records indicate that phone service is being used. Customer currently enrolled in Lifeline program with 350 minutes and unlimited text and 4.5GB of data. Furthermore, account records shows that there are 2 recent tickets for replacement service was created today, reference number: ********** and **********. With this, we need to speak with the customer for further assistance with the issue.

We made multiple attempts to contact ************** via phone number ********** and emails were sent to ********************** on 05/23/2024, 05/24/2024, 05/28/2024, 05/30/2024 and 05/31/202, but we have not been able to reach her. She has not responded to the email sent as well. We are still waiting to hear from her as of this writing.

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: 1298574562.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:05/18/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
5/13/2024, safe link wireless charged my bank card money for phone service. within 48 hours my phone was off and worse than ever. i cant even make a 911 call if i needed to. can't even text them as they say i can? when i got use of another phone to call safelink their excuse for my phone being off was i consumed all the air time. i assure you i barely used this phone in 48 hours, even if i had used the phone, how is a unlimited plan consumed within 48 hours? no data no texting no nothing. that to me is impossible. I have had this phone for years without issue. i do not understand why this is happening. safe link will fix my issue if i pay for another plan? that is not fair. order#********** tracking number#*********************** my phone number is ************ which is off till this is resolved. i'm on a fixed SSI budget and cant pay more? especially when i didn't plan on paying this month to start with.
Business Response
Date: 05/28/2024
Dear *************:

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

Your complaint states that you refilled the service on 05/13/2024; however, after 48 hours the network was deactivated, and you were indicated that the service was consumed.

We reviewed your account; it is active with the Lifeline benefit, which includes 350 free monthly minutes, unlimited texts with 4.5GB per month of free data. You applied for the Lifeline program on 11/09/2020 and were enrolled on 11/16/2020. Transaction records show that the benefits are attached to the account and being issued every month. Call records show that the phone is being used.

We found that the plan you added on 05/13/2024 is saved on the reserve; nonetheless, we are unable to add it due to an unexpected system error, it is imperative to directly talk to you and validate the account before to process any changes.

SafeLink Wireless' customer account authentication policy adheres to strict security standards to protect its customers' information. Any account changes must be authenticated.

We attempted to reach you via phone at ************ and email was sent to ******************** on 05/20/2024, 05/21/2024, 05/22/2024, 05/23/2024 and 05/26/2024; 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 1298409614. Based upon the foregoing, we will close this matter unless we hear from you.

Thank you for choosing SafeLink Wireless.

Sincerely,

Tracfone Wireless ****

Customer Answer
Date: 05/28/2024
Thank you for your help. Yes my phone is active now because I had to get a new one. The error that occured you spoke of made my phone inoperable. They also charged my account for a unlimited plan that I've never been able to use. A refund would be nice. I had to purchase a new phone. More minutes also for the new phone. That's absurd for a error on their end. Perhaps if I qualify for the credit it could be applied to my home internet instead of the phone? I'm not sure how to get the credit to home internet services.
Customer Answer
Date: 05/28/2024

Complaint: 21729645

Thank you for your help. Yes my phone is active now because I had to get a new one. The error that occured you spoke of made my phone inoperable. They also charged my account for a unlimited plan that I've never been able to use. A refund would be nice. I had to purchase a new phone. More minutes also for the new phone. That's absurd for a error on their end. Perhaps if I qualify for the credit it could be applied to my home internet instead of the phone? I'm not sure how to get the credit to home internet services.

Sincerely,

**** Luck
Business Response
Date: 06/07/2024
Dear *************,
We received your rebuttal and understand that your device is working. You are requesting a refund and in order to process it, we are required to authenticate your account. I need to speak to you directly and have attempted to reach you at ************. Please contact me at your earliest convenience to resolve this matter. 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

Heather.******* @Verizon.com
************************
Business Response
Date: 06/07/2024
Dear **** Luck,
We received your rebuttal and understand that your device is working. You are requesting a refund and in order to process it, we are required to authenticate your account. I need to speak to you directly and have attempted to reach you at ************. Please contact me at your earliest convenience to resolve this matter. 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

Heather.******* @Verizon.com
************************

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