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.

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: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
************************
Initial Complaint
Date:05/17/2024
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.
On May 16th, 2024, I tried to log into an app, on my phone, and was given the message no internet. Please try to load again later. I then tried to make a phone call-no service-nor could I receive calls! I have an email stating that my ACP/Lifeline benefits are valid through May 31st! Suddenly-I have no service-no explanation!! I spoke with 3 very unhelpful and exasperating customer tech support agents-2 of them claiming to be a manager in this department!! I already did most of the steps they told me to do, before I contacted them! These restoration methods did not work!!! I even tried the *** card in another device-it still didnt work!!! Prior to the disruption of service, I never even took the Sim Card out!! No one has been honest or helpful in regards as to why I suddenly have no service! I called Safelinks unhelpful, infuriating and tortuous agents yesterday, on May 17th!! This is the second time in a 3 month period that Ive had a disruption of service without warning!!! This is unacceptable!!! Its a good thing I had a back up phone through my employer-but this is only temporary!!! Ive had it with the horrible customer service-that was deliberately and intentionally a waste of time-causing me to be late as well as financial deprivation!! No other carrier has these issues-when this happen/its never for more than a few hours!!! Not days!!!!! Im in the midst of transferring my benefits to another provider because of this horrible experience!!! This cannot be happening to me-nor will I tolerate it!!!!
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 17, 2024, regarding BBB case # ********.

Your complaint states that your phone started to present services issues; therefore, you contacted customer support for assistance; however, they have not provided the accurate resolution.

Our records show that you applied for the Lifeline and Affordable Connectivity Program (ACP) on 07/12/2023 and were enrolled on 07/14/2023, now your Lifeline enrollment is inactive since 05/20/2024, because records indicate that the benefits were transferred to another service provider per your request.

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

If you wish to have service with SafeLink Wireless, you will need to reapply via our website at www.safelink.com.

We reviewed your account, based on the usage records we reviewed for the account since May 16, 2024; it does appear that a service interruption occurred during that time period. It was required to contact her directly to be able to troubleshoot the device.

We successfully spoke with you via phone at ************ on 05/20/2024; you indicated that the network was really intermittent, you indicated that the *** card tray broke, and it got stuck inside the phone; therefore, we processed a replacement ticket to send an exchanged device per ticket **********.

On 05/22/2024, the Tracking number 1Z7X28F00255000572 was generated. We successfully spoke with you via phone at ************ on that same date and provided you with the updates.

Per our records the device was received on 05/23/2024 at ***************, **. We spoke with the same day via phone number, and we transferred and discussed the status of the replacement phone. We confirmed that the account is active for phone number ending in 9491 and that the service plan associated your account was properly linked to the replacement phone. Usage records verify that the service plan was applied, being used, and the phone is working properly.

We instructed you to reapply to the Lifeline benefits and called you on 05/27/2024 via phone number ************ to confirm that the application was completed properly; however, the web site was showing some errors, you indicated that you preferred to wait until ACP finishes on May 31st to reapply to Lifeline benefits only, we will process follow up calls to make sure that your enrollment will be completed successfully.

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 1298407184. 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:05/17/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was qualified for Lifeline ,Q70265-22268, since 3/5/2024 , I then applied for SafeLink wireless and was approved Id Number ********* , from 3/5/2024 I started contacting SafeLink via phone , text messages and emails to start my service , I contacted them at least 30 times and every time I was told that I was all set but that was not the case I still to this date I don't have my **************** , lately there is a person from SafeLink assigned to my case named ******* , but still the same , no service , on April 26, 2024 I filed a complaint with FCC ticket # *******, and still pending , in the meantime I had to purchase 2 plans so I could keep my phone working from Tracfone wireless which is the company that SafeLink uses to provide the wireless service each plan cost $16.87 , while waiting for SafeLink to activate my service , last time is talked to ******* was 5/15/2024 and she stated that they still can't connect my account to Lifeline but no reason given , she said that I will get another call after she meets with her supervisor , nothing yet , they have until 6/3/2024 to solve this issue if not I will lose my **************** .
Customer Answer
Date: 05/20/2024
This morning May 20, 2024 I checked my account and it states that the account was cancelled without any explanation
Customer Answer
Date: 05/29/2024
About a week ago I received a call from SafeLink and was told that i needed to reapply in order to get the service , which i did right away and was approved by SafeLink , enrollment ID ********* , checked with Tracfone and was told that SafeLink never provided the *** so my service is not activated , 2 days ago I received a call from SafeLink and I explained this to the rep and he stated that my account is active which is a lie , he also stated that they will not approved to refund for the plans I have to purchase due to their service issues , I explained that it was their fault not mine , if they have computer problems , I will demand a refund , as of today I still have no SafeLink service and according to Lifeline I have until 6/3/2024 ti get the service activated or I will lose it . Thank you
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 17, 2024, regarding BBB Case number ******** complaint.

**************** complaint states about that he is qualified for Lifeline since 3/5/2024. The application was still pending and that he needs to purchase service plan. With this, he still did not receive his Lifeline benefits.

As per investigation, records show that on 3/13/2024, his application was rejected due to customer's request. On that same date, system shows that he called in and process de-enrolled, with interaction ID# *********. On 5/20/2024, his account is no longer enrolled in the SafeLink program.

On May 23, 2024, at around, 9:32 AM EST. We spoke and he said that he already re-applied. As per check, his application is still pending and waiting for national verifier for approval. Educate him to wait for the approval so that he will receive the benefits, once his application is enrolled. But he is asking for a refund on the plans that was to make his phone active. We check on it and it shows that there is usage. We then educate him that we cannot process a refund. He insists and he want this to be escalated. Since, his application is still pending, we will escalate and will be calling him again for the updates and also for his application.

On May 28, 2024, at around, 9:13 AM EST. We spoke and educate him about the refund that he wants to have. Inform him that when we ask approval for the refund, it was not granted, as there is usage after the plan was added. He refuses to accept the resolution for his refund. But, since his issue is about the benefits, we have seen that his re-application shows that it is now "qualified". His enrollment ID# is attached to his account already. Status is not yet in 10 days or more to be "stuck in qualified', we will still need to monitor. Still has this week for the status to be enrolled.

Today, June 3, 2024, we check his application status, and it is now enrolled on June 1, 2024. Plan was 350 FREE monthly minutes & unlimited texts with 4.5GB/month of FREE data. His account now has the enrollment ID attached and it shows that someone created a refund on 05/30/2024.

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 reference Ticket Number 1298522377.

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

Sincerely,

Executive Resolution Department

Customer Answer
Date: 06/04/2024
First I never rejected SafeLink service * that was done by the rep * he said I need to summit another application * I was never educated on anything and most of the reps don't have the training needed on how to interact with customers * some you can't even understand what they are saying. I was told that I will get a refund for 2 payments made because SafeLink was having issues with their system * I was approved by Lifeline Verifier since 3/2024 and I have been waiting since them for Safelink to provide my benefits . SafeLink still owe me one refund for plan purchased on 5/21/2024 *I have provided proof of purchase as requested by rep and this is the information given where to send the purchase receipt * ********************** * subject * FCC complaint # ******* which I did immediately . There was a lot mistakes by your reps that cost me the delay on getting my benefits. Thank you
Customer Answer
Date: 06/04/2024

Complaint: 21725472

First I never rejected SafeLink service * that was done by the rep * he said I need to summit another application * I was never educated on anything and most of the reps don't have the training needed on how to interact with customers * some you can't even understand what they are saying. I was told that I will get a refund for 2 payments made because SafeLink was having issues with their system * I was approved by Lifeline Verifier since 3/2024 and I have been waiting since them for Safelink to provide my benefits . SafeLink still owe me one refund for plan purchased on 5/21/2024 *I have provided proof of purchase as requested by rep and this is the information given where to send the purchase receipt * ********************** * subject * FCC complaint # ******* which I did immediately . There was a lot mistakes by your reps that cost me the delay on getting my benefits.
Thank you

Sincerely*

***************************
Business Response
Date: 06/10/2024
Dear ***************************,

This is in response your rebuttal 06/04/24 regarding your Better Business Bureau complaint.

Research indicates that a refund of $16.87 has been credited back to the credit Card on file confirmation ID *****************.
We attempted to contact you on ************ but were unsuccessful.

My hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
Thank you for choosing Tracfone Wireless to service your cellular needs.

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 N.W. *************************
Office : ***********************
******************************
Freda501107
Ticket # **********
Initial Complaint
Date:05/14/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Wednesday May 8th Contacted safelink about replacing my phone because I woke up to a black screen and couldn't see anything dial out answer or anything else for that matter on my phone when contacted them a manager informed me that I would receive a replacement phone in 3 to 5 buisness days but when I called today May 14th *********************************************************************************************** from the beginning because how can I send a phone back that I no longer have when explaining about my screen I also explained that after I discovered my phone black I later discovered the phone missing as in someone stole the phone however when asking for a tracking number and stuff I was told there was none and I wouldn't get a new phone until the old one was returned
Customer Answer
Date: 05/15/2024
So I contacted safelink Wireless again today on Wednesday May 15th to
make sure there are no more phone numbers or anything associated to my
name because when I put my information in their system it said 2 records
found. But when I called the customer Service agent couldn't help me so
I asked for a supervisor and she refused
I want them to make sure there are no more accounts or anything in my
name connected to safelink at all no other phones or tablets and my name
and cancel because that means someone used my identity illegally and
got
Customer Answer
Date: 05/17/2024
On Friday May 17th I contacted SafeLink wireless because I had
temporarily cancelled my service when they said they were not going to
send me a phone so I finally did receive my replacement phone but since I
cancelled my service my phone isn't working so I contacted them to
reactivate my account and the guy informed me that he couldn't do it
which I knew was a lie because I've been through this before when my
phone was actually stolen and I had to temporarily cancel and I called
when I got the new phone and called and they reactivated my account. I
also called today to make sure it's only one a
Account in my name with SafeLink because every time I sign in online it
says 2 records
I want my new phone activated with my phone number ********** and any
other account or phone number associated with my name through SafeLink
to be terminated disconnected or deleted or whatever
Business Response
Date: 05/17/2024
Dear *****************************,

This is in response your rebuttal 05/17/24 regarding your Better Business Bureau complaint.

In order to better assist please confirm the **** number of the replacement device that was received.

We attempted to contact you at ************ but were unsuccessful.

My hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
Thank you for choosing Tracfone Wireless to service your cellular needs.

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 N.W. *************************
Office : ***********************
******************************
Freda501107
Ticket # **********
Initial Complaint
Date:05/13/2024
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.
Entered by BBB staff LO The consumer states her phone stopped working so she had to get a new one. When she got the new phone and called to get the service transferred but the business said they could not find an account under her phone number. They will not connect her service. She has had an account for over a year.
Business Response
Date: 05/20/2024
Dear ***********************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 13, 2024, regarding BBB case # ******** complaint.
Your complaint states that your old phone stopped working, and you purchased a new phone. You called customer service to get your phone number and service transferred to the new phone; however, we could not find your account. You are requesting your phone service connected.

You have not responded to our attempts to contact you via email, and you did not provide an alternate number, email address or account information. We searched our system by using your name, address, email address and contact number and we were unable to locate an account in our system.

We attempted to contact you via email at ********************** on 05/13/2024, 05/14/2024, 05/16/2024, 05/17/2024 and 05/19/2024, 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 1298013777. 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:05/09/2024
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 called to get tech support for a phone issue. The 1st rep got very nasty and told me go @@@@ yourself. I said what did you say. He again said go--!@##$ yourself. I called back for a sup to report and was refused a sup. Next reps wanted phone number from my personal phone. Advised the latest calls did not go thru . Refused to help. NOW the disconnected my phone line.This is unacceptable
Customer Answer
Date: 05/18/2024
The rep called me and advised me thevwouldxget my phone working and pull and listening to the call . Called 3 times saying they were working on it. After 3rd call finally go my pnoe working. But said she didn't pull calls. Although she said she was working on it. She said it would take another 72 hours to get that complaint filed. Which was frustrating when she had told be she was working on it all 3 calls. Now waiting on a manager to call.
Business Response
Date: 05/21/2024
Dear ****** Guns:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 10, 2024, regarding BBB case # ******** complaint.
Your complaint states that she contacted customer support, and an agent was disrespectful towards her, and her mobile service was disconnected after the call.

In reviewing your SafeLink account is active with the Lifeline benefit, which includes ***** minutes, unlimited texts and 4.5 GB of monthly mobile data. You applied for the Lifeline program on 3/4/2022 and were enrolled on 3/9/2022. 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 your service was disconnected on 5/9/2024 since your device was mistakenly reported as stolen. We contacted you via phone at ************ on 5/10/2024; we discussed the aforementioned and proceeded to request your service reconnection on the same date and advised you to allow up to 72 hours for it to be restored; per ticket reference No.1298000132.

Consequently, we talked to you again on 5/13/2024 and your service was reinstated; however, since it was not working, we agreed to communicate moving forward to confirm service functionality.

We spoke with you on 5/16/2024 and you notified us that your service is working properly. In addition, we mentioned that we would take the correspondent measures against the agents that aggressively assisted you days ago. We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future. As part of our commitment to assist our customers, our team undergoes continuous training.

If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST.
Please refer to Email Reference Number ******* Ticket Number 1297846012. Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing SafeLink Wireless.

Customer Answer
Date: 05/21/2024

Complaint: 21692368

I am rejecting this response because:
My phone again is not working. Rep called yesterday to say they, would call to deal with my request to pull calls to *** the nastiness that I had to deal with when I called in and that lead yo the rep lying that the phone was reported stolen when it had not. These reps need to be dealt with which was my main concern. I was told a manger would call as of today i have only delt with on rep *** had no answers. She calls. But has No anwers. SAID A MANGER WOULD CALL. and they never did. I told her i am acailable any time . This is far from finished. Calls not pulls. Reps not addressed ..

Sincerely,

*****************
Business Response
Date: 05/22/2024
Dear *****************,

This is in response your rebuttal 05/21/24 regarding your Better Business Bureau complaint.

In order to better assist please indicate the **** # of the device involved.

We attempted to contact you at ************ but were unsuccessful.

My hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
Thank you for choosing Tracfone Wireless to service your cellular needs.

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 N.W. *************************
Office : ***********************
******************************
Freda501107
Ticket #**********
Customer Answer
Date: 05/25/2024
I DINT KNOW WHY THIS PERSON IS CALLING THE WRONG NJMBER. MY # IS **************. THEY CALLED ME ON THAT # TO SEE WHAT A GOoD TIME WAS TO TALK EACH TIME I SAID ANY TIME same "# evey time
MY iME. Is 353001722530052
The same IME. Should be in the account notes if they looked. Still not able to get or make calls. But seems no one has bothered to look or review calls as I my Biggest complaint was about the bad customer. THEY WOULD HAVE HEARD THE BAD LANGUAGE. AND THE ***** NUMBER AND iME. Given. . And no one ADDRESSED the shutting my phone off by the rep that caused this Major ISSUES. ITS GONE FROM BAD TO WORSE AS THIS GOES ON FOR WEEKS NOW. NO MANAHEMENT CALLS AS PROMISED
Customer Answer
Date: 05/25/2024
WHY WOULD THEY CALL ME ON THE ***** THEY KNOW IS NOT WORKING? AND THEN REPLY WE CANT REACH YOU ON THE *** WORKING NUMBER. ? DO THEY NOT UNDERSTAND MY ISSUE?
PLEASE. USE. ************. THE ***** NUMBER THEIR REPS REACHED ME FOR EVERY CAL
Customer Answer
Date: 05/28/2024

Complaint: 21692368

I DINT KNOW WHY THIS PERSON IS CALLING THE WRONG NJMBER. MY # IS **************. THEY CALLED ME ON THAT # TO SEE WHAT A GOoD TIME WAS TO TALK EACH TIME I SAID ANY TIME same "# evey time
MY iME. Is 353001722530052
The same IME. Should be in the account notes if they looked. Still not able to get or make calls. But seems no one has bothered to look or review calls as I my Biggest complaint was about the bad customer. THEY WOULD HAVE HEARD THE BAD LANGUAGE. AND THE ***** NUMBER AND iME. Given. . And no one ADDRESSED the shutting my phone off by the rep that caused this Major ISSUES. ITS GONE FROM BAD TO WORSE AS THIS GOES ON FOR WEEKS NOW. NO MANAHEMENT CALLS AS PROMISED

Sincerely,

*****************
Business Response
Date: 05/30/2024
Dear *****************,

This is in response your rebuttal 05/28/24 regarding your Better Business Bureau complaint.

We attempted to contact you at ************* but were unsuccessful.

My hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
Thank you for choosing Tracfone Wireless to service your cellular needs.

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 N.W. *************************
Office : ***********************
******************************
Freda501107
Ticket #**********
Customer Answer
Date: 06/01/2024

Complaint: 21692368

I am rejecting this response because:
I DOUBT THIS REP HAS TRUED TO REACH ME AT THAT NUMBER. I HAVE NOT RECIEVED ANY CALLS ON THAT NIUMBER FROM ANY ONE BUT FAMILY WHOCH CALL DAILY TO CHECK ON ME AS I HAVENT LEFT MY HOME I IN A MO TH. *** I USE THIS PHONE DAILY TO PLAY GAMES ANS AATCG VIDEO. SO, THIS PHONE HASNT BEEN OFF. NO MESSAGES. NOR IS THERE A REVORDCOF ANY MISSED CALLS. . The other rep had No proble reaching me at. 214. I02 0258. Now this rep **** to say that number is unavailable. I SERIOUSLY DOUBT THAT.
NO WHERE DID H E RESPIND SAYING I HAVE REVIEWED THE CALLS. WHICH BY NOW HE SHOULDXHAVE DONE.AND RESPONDED YO MY COMPLSINT Thru you if he had done so. I have useless phone and still no resolution.

Sincerely,

*****************
Customer Answer
Date: 06/04/2024
I HAVE LEFT NUMBERIOUS MESSAGES AT THIS REPS. EXTENSIONS. AND HAVE NOT REVIEVED AN ****** OR A CALL BACK. I would appreciate a rep that returns calls so we can finalize this issue.
Business Response
Date: 06/05/2024
Dear *****************,

This is in response your rebuttal 05/28/24 regarding your Better Business Bureau complaint.

We attempted to contact you at ************* on 6/5/24 but were unsuccessful.

My hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
Thank you for choosing Tracfone Wireless to service your cellular needs.

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 N.W. *************************
Office : ***********************
******************************
Freda501107
Ticket #**********
Business Response
Date: 06/05/2024
Dear *****************,

This is in response your rebuttal 06/04/24 regarding your Better Business Bureau complaint.

We attempted to contact you at ************* on 6/5/24 but were unsuccessful.

My hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
Thank you for choosing Tracfone Wireless to service your cellular needs.

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 N.W. *************************
Office : ***********************
******************************
Freda501107
Ticket #**********
Customer Answer
Date: 06/06/2024

Complaint: 21692368

I am rejecting this response because:
I couldn't get to the phone fast enough I called back immediately. And got an agent who refused to transfer me.
I lwas told the rep would call back at 4 pm and i leftca message on her extension.
The rep i talked to said ***** said the are still working on the issue. They still have not addressed my orglinal concerns about agents talking bad of falsfying the record say my phone was stolen .
Why won't reos transfer me to this agent. Nor are there notes on what was done?

Sincerely,

*****************
Customer Answer
Date: 06/12/2024
I NEED A manager to call. NONE of these reps have pulled the call that was in my Orginal complaint. These reps have Zero answers. The last rep filed a complaint in May 16. FOR a supervisor to pull the call. And it has not been done yet. Again today they ADVISED they would have a sup call.
i Need a Manager who can Do the job.
I LEFT MESSAGES TO PLEASE PULL CALLS TO DISCUSS THE PROBLEM WITH WHAT AGENTS DID. BUT THE REFUSE TO ADRESS THAT ISSUE.

Business Response
Date: 06/12/2024
Dear *****************,

This is in response your rebuttal 06/06/24 regarding your Better Business Bureau complaint.

Ms. Guns was contacted at ************* on 6/12/24. She stated that her device issue is resolved. She also stated that the agents were rude to her, and she is requesting for a manager or supervisor to give her a call. Her concerns were sent to the appropriate department,and she will be contacted by a manager.

My hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
Thank you for choosing Tracfone Wireless to service your cellular needs.

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 N.W. *************************
Office : ***********************
******************************
Freda501107
Ticket #**********
Customer Answer
Date: 06/13/2024

Complaint: 21692368
I NEED A manager to call. NONE of these reps have pulled the call that was in my Orginal complaint. These reps have Zero answers. The last rep filed a complaint in May 16. FOR a supervisor to pull the call. And it has not been done yet. Again today they ADVISED they would have a sup call.
i Need a Manager who can Do the job.
I LEFT MESSAGES TO PLEASE PULL CALLS TO DISCUSS THE PROBLEM WITH WHAT AGENTS DID. BUT THE REFUSE TO ADRESS THAT ISSUE.

Sincerely,

*****************
Customer Answer
Date: 06/13/2024
I am still waiting for ******** to calm. I have been waiting sine May 16 and they keep passing the buck to reps that can not solve the issue. THEY DONT BOTHER TO READ NOTES ****** THEY CONTACT ME.
Customer Answer
Date: 06/15/2024
I really don't understand the actions of this company. I was told a Manager would call. Then yesterday a rep called to say a Manager would be calling. BUT I never recieved a call from a manager. THIS is the 2nd time. Reps have called me to ask if I was home to get a call from.a Mangaget. WHY CANT A Manger make that call and stop wasting ny time. bt having reps call that Can Not handle the problem with The Orginal. COMPLAINT.
Customer Answer
Date: 06/16/2024
I Woke up this morning and my phone is not making or recieving calls again.
PLEASE have a Manager call me at. ************
I have not reviewed the Manager call this company promised
Business Response
Date: 06/20/2024
Dear *****************,

This is in response your rebuttal 06/06/24 regarding your Better Business Bureau complaint.

Ms. Guns was contacted at ************* on 6/20/24 by Manager *****************************. Ms. **** stated that her device is now working.

My hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
Thank you for choosing Tracfone Wireless to service your cellular needs.

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 N.W. *************************
Office : ***********************
******************************
Freda501107
Ticket #**********
Customer Answer
Date: 06/20/2024

Complaint: 21692368

I am rejecting this response because:
The complaint, is not resolved The manager called. Advised me she would pull the calls and call me back. As of 3:15 today. She has not called back. To let me know that the rep that closed my account without authorization was reviewed nor was the call tthe call of the agent who told me to, " go Blank. myself." And this phone has interrmittantP0562 service as I explained to the manager

Sincerely,

*****************
Customer Answer
Date: 06/24/2024
My communications with this **. Is futile. The manger had the call pulled. FOUND the one where I ask for a Supervisor. Because of the rep saying Go --- Blank yourself. Did they pull The previous cal????l, No.
So iask did you coach the rep who turned my service off. She had no idea.that He did. But I ask about it , the last time we spoke. I walked her thru how to look a notes. FINALLY *** SAYS yes, then put me on hold and disconnected the call. THIS COMPANY. IS NOT FOLLOWIMG UP IN GOOD FAITH. I would like to stop this action. ITS OBVIOUS. they have no intention of addressing the problem in a timely manner. When I get asked what should we do? If you as a Manger don't know how to handle. Reps that close accounts by writing a lie about the phone being solen.or A rep saying Go Blank yourself. This shows bad faith. I'm past frustrated with the run around I am getting. I want noted that t his ** has bad follow up practices. All the calls are doing is making a Bad situation WORSE. THEY HAVE NO INTENTION OF SOL *** MY ISSUE. And it just prolonging the frustration .
Initial Complaint
Date:05/09/2024
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.
After getting well over 40 messages and emails from Safelink about how the *** and so forth was ending and I might lose my phone unless I buy regular services from them, I finally got sick of the c*** and decided to find another carrier. I arranged to port my number to the new carrier and SafeLink has played games. The customer service reps ask for information, I give it to them, actually visually looking at THEIR Enrollment number on my account and they swear its all the wrong information. Then when that horse is beaten to a pulp, they ask for numbers I have called on a regular basis and I give them that information and they say, THAT is wrong as well. So, then they ask for my pin and they say - that's wrong as well, then ask me to buy their services. They refuse to cooperate with the new carrier and refuse to give me my number to port knowing that this game they are playing is a risk to my safety not to have an active phone. The main reason I am switching is because of the harassing text messages and the games they play. I WANT MY NUMBER PORTED AND HAVE FILED A COMPLAINT WITH CONSUMER PROTECTION AND FCC AS WELL...
Business Response
Date: 05/15/2024
Dear ***************************:

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

Ms. ********** complaint alleges that SafeLink Wireless will not cooperate with her new service provider and refused to port the phone number.

In depth review, Ms. ********** SafeLink Wireless account was deactivated on 5/9/2024 the same day her phone number was ported out. We found records that Ms. ********** phone number was successfully ported out in reference to ticket number 1297793133.

Additionally, SafeLink Wireless customer account authentication policy operates under strict security standards to protect the integrity of its customers information. Any changes to an account must be authenticated. The customer must have the Number Transfer PIN (NTP) code, account number, or Zip Code associated with the account. Without all the necessary information, we cannot proceed with the port-out request.

We spoke with Ms. ******** on 5/14/2024 at ************ and she confirmed that it was taken care off. Her phone number was ported out successfully to her new service provider.

If Ms. ******** 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 1297912110.

Thank you for choosing SafeLink Wireless.

Sincerely,

Executive Resolution Department
Initial Complaint
Date:05/09/2024
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.
So they say to keep it phone active to use it with in ********************************************************************************************************************* the 30 days so no use of it however we have calls to prove it was and when we asked to have it fixed they said sorry got to do the paperwork over and wait another 30 days or pay for it they are really scamming people out of the service there's reviews within the last 40 days of 1 stars for this same thing happening to others
Business Response
Date: 05/22/2024
Dear *********************:

We have received and reviewed your better business bureau complaint. This response is in reference to your correspondence dated May 9, 2024, regarding BBB Case number # ******** complaints.

Your complaint states that you were asked to use the phone within 30 days to maintain the phone and free service active. You mentioned that the phone was used within the timeframe. However, the service was disconnected within the *************************************************************************** use, but they asked you to renew the application again and advised you to wait another 30 days or pay for the service to get it restored.

In our review, you applied for Lifeline and the Affordable Connectivity Program (***) benefits on 02/17/2024 and enrolled in Lifeline on the same date. The benefit included unlimited talk, text and data and up to 10GB of hotspot data. A pre-activated phone was issued to you on 03/08/2024 per Reference Ticket No. 129-410-4128. However, *** enrollment was deemed rejected on 03/08/2024, due to missing or incomplete information on the application. As consequence, Lifeline enrollment was deemed unqualified on the same day, as well as the services.

Please be advised that the *** is no longer taking new enrollment owing to financial depletion. 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 new customers who applied after February 7th, the application will be "on hold" and unless Congress approves additional funding for the *** program, the application will be automatically cancelled within 45 days. Consumers may petition Congress to approve the *** Appropriation Bills in the House and Senate by visiting *************************************. Customers may only transfer their existing *** benefit from one provider to another by choosing the appropriate option on the brand-specific website, without having to cancel it directly from their original *** provider.

Our records show that you re-applied for Lifeline program with Safelink on 03/08/2024 and were enrolled on 03/11/2024. However, Lifeline enrollment was cancelled on 04/30/2024, due to non-usage. You must use their Lifeline or *** benefits at least once every 30 days to maintain their service.

Furthermore, you can purchase a compatible plan to reinstate the account by calling customer service using a debit or credit card or any of our retailer stores, since the phone remains deactivated due to non-renewal of service. If you would like to maintain the free service through Safelink, you can re-apply for Lifeline only program via www.safelink.com or by contacting customer service.

We spoke with you via phone at ************ on 05/10/2024; we discussed the status of your Lifeline application. We informed you that if you would like to have their 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. You acknowledged the information. Meanwhile the case was pending for a follow up.

We attempted to reach you again multiple times via phone ************ and email *********************** on 05/11/24, 05/13/24, 05/14/24 and 05/21/24 but we were unable to speak with you and you have not responded to our emails.

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

Please refer to email reference number ******* or Ticket Number **********. 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: 05/22/2024

Complaint: 21689539

I am rejecting this response because:
They messed up on there end and they don't want to own up to how they are still scamming customers we have the calls on our end and they still say it's a system problem but yet don't want to correct the problem other then tell us to reply witch is so wrong the ftc haves also been put on notice about there bad business practices they need to stop scamming customers
Sincerely,

************
Initial Complaint
Date:05/08/2024
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.
This complaint is concerning my Lifeline phone service account with **********************. SafeLink Wireless continuously gives me false information. My Enrollment ID number is ********* and the phone number associated with my account is ************. The phone that SafeLink Wireless sent me when I started my service is over ten (10) years old and is no longer compatible. I have attached a picture of the phone to this complaint. I was told by a SafeLink Wireless representative on April 12, 2024 that I am eligible for a free smartphone since they never supplied me with one. The representative submitted the order for a smartphone to be shipped to my home address. On April 17, 2024, I called to check on the status of my phone arrival and the representative stated that it was en route and she rest assured that I everything was ok. I called today, May 8, 2024, at 1656 hrs because I have not received my phone. The representative today stated that I have not received my smartphone because I need to buy one. She stated sorry for the inconvenience but we will not be sending you a new smartphone.
Business Response
Date: 05/23/2024
Dear *************************:

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

Your complaint states that you requested a compatible phone with customer support, they told you that you were eligible; therefore, you called to confirm the information a couple of times; however, on May 8 you were inform that you needed to buy a phone.

In reviewing your account, our records show that you applied for the Lifeline benefit on 10/07/2022 and were enrolled on 10/10/2022, now your Lifeline enrollment is inactive since 04/22/2024, due to non-usage.

You must use your Lifeline benefits at least once every 30 days to maintain the service. If you would like to have the 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 05/09/2024 via phone number ************; you indicated that you requested a replacement phone before the cancellation of the Lifeline benefits but customer support did not provide you an accurate resolution, we recommend you to reapply and we issued a replacement ticket for a compatible phone per reference number **********.

Based on *** tracking number 1Z7X28F00255139110, the devise arrived on 05/14/2024, we contacted you the same day and we scheduled a callback for the next day to transfer the phone number and service.

We contacted you on 05/15/2024 via phone number ************; we validated the account and upgraded her phone to IMEI ending in 1077, we tested the service and account was well provisioned; however, you indicated that you were unable to complete the application because it was showing an error when entering the ***** we needed to report the issue and retry the process again.

We contacted you on 05/16/2024 via phone number ************; we helped you to create a new application for Lifeline benefits and it got qualified the same day. However, the ** information was not showing linked to the ***** we contacted you then on 05/19/2024 and we created the ticket ********** to be able to update the information on the system.

It was required to send the account for further monitoring to make sure that the benefits will be added to correct account, we created the required updates on the system and will process follow *** on the next days to you and confirm when the account have the correct benefits attached. Called the customer on 05/22/2024 via same phone number and provided the information.

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 5356261Ticket Number 1297795862. Based upon the foregoing, we will close this matter unless we hear from you.

Thank you for choosing Safelink Wireless.
Sincerely,

Tracfone Wireless ****
If you have any further questions or concerns, a customer corporate representative can be reached at ************************. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST.
Initial Complaint
Date:05/08/2024
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.
SafeLink Wireless advised me that I I am enrolled in Lifeline Support but SafeLink has not provided me the phone device nor the service. Lifeline USAC advised me that the provider should provide the phone device and service to me I have been unable to resolve this matter with SafeLink Wireless.
Customer Answer
Date: 05/10/2024
The Lifeline USAC advised that I am qualified for Lifeline and the provider (SafeLink Wireless) is responsible for providing phone and service. SafeLink Wireless advised me that I am enrolled on their service #********* but I have not received phone nor service.
Business Response
Date: 05/16/2024
Dear *****************************:

We received A Better Business Bureau complaint dated May 8 2024, regarding BBB case # ********.
Your complaint states that you are enrolled in Lifeline, but SafeLink has not provided you with mobile service or a device to start using your benefits and you were told they should do so.

The account is active with the Lifeline benefit, which includes 350 minutes, unlimited texts and 4.5GB of mobile data. You applied for the Lifeline program on 05/14/2024 and were enrolled on the same date. We determined that you did not receive your Lifeline benefits due to a technical issue, the system did not apply the benefits to your account when you initially enrolled.

We apologize for any inconvenience this may have caused. We have since updated your account and can confirm that the benefits are now properly attached to the account. Usage records verify that the benefits are applied, being used, and the phone is working properly.

Our records show that you chose to reuse your previous smartphone when you first applied. Furthermore, the free smartphones are provided through the Affordable Connectivity Program (***) and the *** is no longer taking new enrollment owing 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 ***. Once the *** benefit comes to an end, she will continue receiving Lifeline benefits as long as they remain eligible since this program will not be interrupted.

We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future.

We attempted to contact you again via phone at ************ on 05/09/2024, 05/10/2024, 05/11/2024, 05/13/2024 and 05/16/2024; however, we were unable to speak with you.

If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to Email Reference Number *******or Ticket Number 1297783302.

Thank you for choosing SafeLink Wireless.
Customer Answer
Date: 05/18/2024

Complaint: 21682845

I am rejecting this response because:
I have NO WORKING PHONE DEVICE AND NO LIFELINE SERVICE!
SAFELINK stated that **************** is working and being used
This is an incorrect statement. I HAVE NO WORKING LIFELINE SERVICE

Sincerely,

*****************************
Customer Answer
Date: 05/24/2024
The message sent by Safelink to BBB is incorrect. I have no working phone device nor any phone service.
I received a message today from Safelink advising me that I should have received phone package and service by now. As of May 23 I have RECEIVED NO PHONE AND NO SERVIVE
Customer Answer
Date: 05/28/2024
SafeLink wireless sent me a message that I should have a working phone and service by now (May 24, 2024)
I have No WORKING PHONE NOR PHONE SERVICE.
I contacted Safelink many times since February and still I have no phone service, just the same run around from Safelink with no phone service.
Business Response
Date: 05/30/2024
Dear *****************************,

This is in response your rebuttal 05/29/24 regarding your Better Business Bureau complaint.

In order to better assist we will need to authenticate your account.

We attempted to contact you at ************ but were unsuccessful.

My hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
Thank you for choosing Tracfone Wireless to service your cellular needs.

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 N.W. *************************
Office : ***********************
******************************
Freda501107
Ticket # **********
Customer Answer
Date: 05/31/2024

Complaint: 21682845

I am rejecting this response because:
I continue to get messages from Safelink Wireless stating that I am enrolled in Lifeline #*********. I applied in February and now it's almost June. I still have no operating phone nor service. When ever I call Safelink they advise me that I have service and to wait two more days and the mail package should be there with operating phone and service. As of today May 31 the same old story..no operating phone and **************** which is a federal funded program open to all qualified applicants.

Sincerely,

*****************************
Business Response
Date: 06/03/2024
Dear *****************************,

This is in response your rebuttal 05/31/24 regarding your Better Business Bureau complaint.

Your concern has been sent to another department for review.

We attempted to contact you at ************ but were unsuccessful.

My hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
Thank you for choosing Tracfone Wireless to service your cellular needs.

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 N.W. *************************
Office : ***********************
******************************
Freda501107
Ticket # **********
Customer Answer
Date: 06/06/2024

Complaint: 21682845

I am rejecting this response because:
My phone service ended Feb. 2024. Safelink advised me to cancel my Lifeline application and to reapply. I did so and still no service. When I called Safelink on May 25, 2024 they advised me that I am enrolled in **************** and wait until May 30, 2024 to receive phone and lifeline benefits. Well this is **** and nothing...No phone and service. Lifeline USAC advised me this is the service provider to assist with the matter and suggested that that look for a better provider for ****************.

Sincerely,

*****************************
Business Response
Date: 06/20/2024
Dear *****************************,

This is in response your rebuttal 06/17/24 regarding your Better Business Bureau complaint.

According to the SafeLink department your application states reuse previous device therefore, a device was not sent.

We attempted to contact you at ************ but were unsuccessful.

My hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
Thank you for choosing Tracfone Wireless to service your cellular needs.

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 N.W. *************************
Office : ***********************
******************************
Freda501107
Ticket # **********

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