Complaints

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

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• 

  Safelink Wireless

  9700 NW 112th Ave Miami, FL 33178

• 

  Safelink

  1258 S Greylock St Philadelphia, PA 19143-5112

• 

  Safelink Wireless

  1500 NW Bethany Blvd Ste 200 Beaverton, OR 97006-5236

• 

  Safelink Wireless

  PO Box 220009 Milwaukie, OR 97269-0009

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:05/07/2024

  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 have been lied more than once About my phone service and they cut me off by mistake and they have the worst phone service and I dont highly recommend this phone service because they are bunch of liars and scams.

  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 7, 2024, regarding BBB Case number # ******** complaints.
  
  Your complaint states that you have been calling about their phone service since they cut you off by mistake and you did not receive the required assistance to address this matter.
  
  In our review, your phone is active with a $39, SL 40GB HS, unlimited talk, text, 30 days plan. You applied for Lifeline and the Affordable Connectivity Program (***) benefits on 03/30/2024 and enrolled in Lifeline on 04/01/2024. However, Lifeline application was cancelled on 04/04/2024, because records indicate that the benefit was transferred to another service provider at their request. Due to the cancellation of Lifeline application, *** application was deemed unqualified on the same date.
  
  A customer may transfer his or her Lifeline or *** or both 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 *** benefit transfer transaction occurs. By granting consent, the customer is recognizing that they will no longer receive their benefits through the previous service provider.
  
  Our records show that you re-applied for Lifeline and the *** program with Safelink on 04/04/2024. Lifeline application was deemed rejected on 04/17/2024 at your request. As consequence, *** application was deemed unqualified because the primary benefit was cancelled. Then, you re-applied again for Lifeline and *** benefits on 04/17/2024. You were enrolled in Lifeline benefit on 04/18/2024. However, records indicate that Lifeline application was cancelled on 05/07/2024, because records indicate that the benefit was transferred to another service provider at your request. Due to the cancellation of Lifeline benefit, *** application was deemed unqualified again and their service ended on the same day.
  
  It shows that you re-applied for service with Safelink online once again on 05/07/2024 for Lifeline and *** benefits. You were approved for Lifeline benefit on the same date. However, you did not receive the Lifeline benefit due to a system error that resulted in the customers Lifeline Identification Number not being attached to the account. We apologize for any inconvenience this may have caused. We restored service for the phone ending in 1011 on 05/07/2024, and we submitted an escalation per Reference Ticket No. 129-773-2200 to properly attach the benefits on your account. Kindly allow up to 72 business hours for the escalation to be completed and process the necessary requirements on your account to function properly.
  
  On the other hand, *** application remains in pending status, due to missing or incomplete information on the application. 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.
  
  We have attempted to reach you multiple times via phone ************ and email ******************** on 05/08/24, 05/09/24, 05/10/24, 05/11/24 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 ****
  

  
  

• Initial Complaint

  Date:05/07/2024

  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.

  As a part of the lifeline program I have a phone with unlimited text and calls Well that phone went black today and stopped making and taking calls. So I called customer service too many times and where they were verifying my info the 1st 3x the last 2x they said I need enrolment number. Well the cell phone is dead and the info is in the dead phone. Then I explained I'm 70 and the last agent I spoke.with kept repeating she couldn't help me and I needed to charge a phone that won't charge for 5 hrs Well again I'm alone with out a phone for more than 24 hrs. No landline no cell phone. I'm 70 did I mention.that? And surely this isn't the 1st work around they needed to find for this type situation? And if they did it to me as a senior who else have they done this too?

  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 7, 2024, regarding BBB Case number # ******** complaints.
  
  Your complaint states that you called customer support numerous times to report that you were having issues with the phone, as you have not been able to make or receive calls. You also mentioned that the phone is not charging as it went black, but you did not receive the required assistance to address this matter since the account could not be authenticate it.
  
  Please be advised, SafeLink Wireless customer account authentication policy operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated. We cannot discuss customer information or make changes to accounts unless the account holder authenticates the information. You can retrieve your enrollment number by accessing your account through www.safelinkwireless.com. The information needed to login is date of birth, last 4 digits of SSN and zip code you used to enroll into the program.
  
  In our review, your SafeLink account is active with Lifeline benefit, which includes 350 free monthly minutes and unlimited texts with 4.5GB/month of free data. You applied for Lifeline benefit on 11/08/2022 and were enrolled on 11/11/2022. Transaction records show that the benefits are attached to the account and being issued every month.
  
  As per SafeLink terms and conditions, all new SafeLink phones (except iPhones) are covered by a one (1) year limited warranty administered by SafeLink. It would be best to speak with you in order to determine if device is subject for replacement.
  
  However, our records indicate that you transferred the phone number ending in 5330 from the old IMEI (Serial number) ending in 0996 on 05/07/2024 to another phone, which IMEI (Serial number) ends in 9718 per Reference Ticket No. ************. Call records show that the phone has not been used since 05/06/2024, as we determined that your benefits were fully consumed.
  
  We have attempted to reach you multiple times via phone at ************ and email ******************* on 05/08/24, 05/09/24, 05/10/24, 05/11/24 and 05/14/24 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.        

• Initial Complaint

  Date:05/06/2024

  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.

  Someone used her information to discontinue services but it wasn't her. Please reinstate and call consumer at ************.

  Business Response

  Date: 05/09/2024

  
  Dear ***************************:

  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 6, 2024, regarding BBB case # ******** complaint.
  Your complaint states that someone used her information to cancel her service and she would like us to reinstate it.
  
  In reviewing your SafeLink account is active with the Affordable Connectivity Program (***) benefit, which includes unlimited talk, texts, long distance calls to ****** and ******, 10 GB of mobile data and 5 GB of mobile hotspot. You applied for the *** program on 04/24/2024 and were enrolled on the same date. On the other hand, you applied for Lifeline on 04/23/2024 and were enrolled on 04/24/2024; nevertheless, your enrollment history shows that you requested to cancel your Lifeline enrollment on 04/25/2024 and for that reason you were de-enrolled from the program and your Lifeline benefit ended on the same date.
  
  We contacted you via phone at ************ on 05/7/2024; we discussed the aforementioned and we informed you that we initiated an internal transaction to apply the *** benefits to your account as a technical issue caused the system to not add the benefits to your phone.
  
  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. We 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 spoke with you via phone for a second time on 05/09/2024; you assured us that you service was reconnected, and we notified you that our system did not let you re-apply for the Lifeline program as you currently have an active enrollment. As a result, we suggested you wait until the *** program termination and re-apply for Lifeline.
  
  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 Ticket Number 1297688076.  Based upon the foregoing, we will close this matter unless we hear from you. 

  Thank you for choosing SafeLink Wireless.

  
  

• Initial Complaint

  Date:05/02/2024

  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.

  The company refused to help me situate my new phone asking for information I obviously don't have because the previous phone was lost &/or stolen so how can I give them something that I don't have & then they refuse to assist me. Ridiculous! And I would like for them to be reprimanded! From the owner management & all because the customer service people are not properly trained & continues to give misinformation & don't care.

  Business Response

  Date: 05/14/2024

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

  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 05/02/24, regarding BBB case number ******** complaint.
  Your complaint states that you tried to transfer your phone number from your lost phone to a new device and you were unable to get the process completed due to authentication issues and the customer service agents you spoke with were not helpful.

  
  Tracfone Wireless customer account authentication policy operates under strict security standards to protect the integrity of its customers' information. We reviewed your account and found that you were able to authenticate the information by using your Lifeline information per reference ticket #**********; consequently, you were able to transfer your phone number and service to your new phone on 05/06/24 per reference ticket #**********.

  
  We appreciate your feedback regarding your negative customer service experience. We value customer feedback to support future improvements. Our records indicate that you contacted customer service several times on 05/02/2024. The customer service interaction records show that we discussed the transfer of the information during the calls. We apologize for any inconvenience the customer may have experienced and will do our best to prevent similar issues from occurring in the future. As part of our commitment to assist our customers, our team undergoes continuous training.
  
  We attempted to reach you multiple times via phone at ************ and emails were sent to *********************** on 05/03/24, 05/07/24, 05/08/24, 05/09/24 and 05/12/24; however, we were unable to speak with you and you have not responded to our emails.
  
  For more assistance, you can contact us at ************** enter PIN ****, our agents will be more than happy to assist you from Monday to Sunday, from 9 a.m. to 7 p.m. Est.

  
  Please refer to email reference number ******* or 1297446619.

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

  
  Thank you for choosing Safelink Wireless.          

  
  

• Initial Complaint

  Date:04/29/2024

  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.

  I have repeatedly have asked Safelink to stop emailing me. When I had first had done an application with them for service, on the rep side it was showing that the application for the lifeline was approved, and the reps would setup the service and on the next day, the service would be disconnected. I would call in and provide the enrollment number and the rep would review the account and see the approval from the Light Up Texas, and setup services, the backside would disconnect the service and then place notes on the account saying that they was waiting on Light Up Texas, and then they would ask me to contact Light Up Texas and Light Up Texas said that they had done what they had needed to do and it was approved. Someone higher in the Light Up Texas on a complaint had seen where Safelink had cancelled the application and asked me if I had wanted her to call them, and I said no, and requested that she continued with the Qlink application and that is what she done. I have forward the emails over to Light Up Texas and they have reached out to Safelink and asked them to stop sending me the emails, because it can end up in the wrong hands and cause a huge problem, and show that I am trying to have 2 providers, or have my Qlink lifeline phone services cut off. With language barrier it is very difficult to get an understanding with them over at Safelink, as well as Light Up Texas. I am not trying to get red flagged and I am not trying to do any more paperwork. I just got a problem with the Light Up Texas resolved.

  Business Response

  Date: 05/06/2024

  May 03, 2024 
  
   
  Federal Communications Commission                                                                         
  Consumer & Governmental Affairs Bureau 
  Consumer Inquiries & Complaints Division  
   
  Re: ******************************
  Your File No. 21638501
   
  Dear Sir or Madam:  
   
  This letter is in response to your correspondence dated April 29, 2024, regarding the above consumer complaint.  
   
  ************************ complaint states that she had a service with Safelink but then it has been cancelled, and after she called regarding this she was old to contact Light Up Texas and she decided to transfer service to Qlink and wants SafeLink to stop sending her emails.
   
  Upon review, we have not found any active accounts using customer's personal information. There are also multiple enrollments in vault that is either cancelled or rejected.
   
  We spoke with ******************** today, May 03, 2024, around 05:47 PM EST via phone number ********** and as per conversation, she said that she only sent the BBB complaint for SafeLink to stop sending her emails. She also said that she already had her service transferred to Qlink and does not want to continue with SafeLink anymore and wants to consider this case closed.
   
  If ******************** should still require further assistance, she can contact ************** enter PIN 1900 and any agent will be more than happy to assist.  
   
  Based upon the foregoing, we will close this matter unless we hear from you. Please contact us if you require additional information or have any questions.

  Thank you.           

  
  Sincerely,  
   
  TracFone Wireless, Inc.  
   
  Soraya Decade 
  Legal Analyst      
  

• Initial Complaint

  Date:04/26/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I keep telling them to close/deactivate my account and delete my info or whatever they can delete. I want to terminate my service and my account with them. I want to end Lifeline and ACP enrollment with them. They won't do any of this

  Business Response

  Date: 05/06/2024

  Dear *************************:

  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated April 27, 2024, regarding BBB case # ******** complaint.
  Your complaint states that you would like to cancel your Lifeline and Affordable Connectivity Program (***) enrollment.
  
  In our review, your SafeLink account is inactive. You applied for Lifeline and *** benefits on 12/03/2023 and were enrolled on 12/06/2023. Based on your enrollment history, you requested that your account be deactivated on 04/20/2024. The account was de-enrolled on the same date as per your request. Lifeline and *** benefits are only credited to an account if it is active when the benefits are released.
  
  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 *************************************. You need to re-apply for Lifeline only program via www.safelink.com in order to reinstate the service if you would like to.
  
  We attempted to contact you via phone at ************ and email was sent to ********************** on 04/29/2024, 04/30/2024, 05/01/2024, 05/02/2024 and 05/06/2024. Despite of not being able to speak with you, you confirmed that the issue has been resolved via email.
  
  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 1297176538.  Based upon the foregoing, we will close this matter unless we hear from you. 

  Thank you for choosing SafeLink Wireless.          

  
  

  Customer Answer

  Date: 05/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They dropped me from the program, they never informed me I was dropped from the program, and never explained why I was dropped from the program, and I need the phone and services. I also qualify and have been using the services.

  Business Response

  Date: 04/29/2024

  Dear *********************:

  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated April 20, 2024, regarding BBB case # ******** complaint.
  Your complaint states that your enrollments were disconnected, and you did not receive a prior notification or explanation.
  
  We reviewed your account which reflects your Affordable Connectivity Program (ACP) cancelled on 11/06/2023 and Lifeline benefit cancelled on 04/18/2024, because records indicate that the benefits were transferred to another service provider as per your request. Due to the cancellation of Lifeline and ACP benefits, your service ended on 04/18/2024.
  
  A customer may transfer his or her Lifeline or ACP 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, you will need to re-apply via our website at wwwsafelink.com. On the other hand, if you wish to transfer your benefits back to your previous provider; you must contact the company directly and apply.
  
  We successfully spoke with you via phone at ************ on 4/29/2024; we discussed the abovementioned and you notified us that the new provider is True Connect and you would contact them to verify if you could return the phone the sent to you and transfer the service back to us if needed. You mentioned that no additional assistance was required.
  
  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 1296768616.  Based upon the foregoing, we will close this matter unless we hear from you. 

  Thank you for choosing SafeLink Wireless.
  

  
  

• Initial Complaint

  Date:04/18/2024

  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.

  Problems nonstop with the service and they keep shutting down my phone I'm a disabled person who every 2 days I have to call safelink wireless to get my service working once again I have a ******* galaxy a42 and they already sent me a new sim card to use and I am still having problems and if they have to replace my phone I'm going to need equal if not better for my troubles every 2 days now for months I been calling them

  Business Response

  Date: 04/29/2024

  Dear *****************************,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 04/18/2024, regarding BBB Case number ******** complaint.
  
  Your complaint states that problems would not cease with your telephone as SafeLink Wireless will keep disconnecting your service. You alleged that despite you contacted support team and had your SIM card device changed, the issue remained. You would like to have the impasse fixed.
  
  In reviewing your account with IMEI ending in 9496, to date, it is active in our service. Based on the usage records we reviewed for the last 30 days of service, it does appear that intermittency occurred.
  
  Please note that within coverage areas, there *** be significant limitations or interruptions in coverage that *** impact service and result in dropped and blocked connections, slower mobile web service and data speeds or no mobile web service 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 his proximity to buildings, foliage and other obstructions, weather and other conditions.
  
  It is required to speak with you and perform further troubleshooting steps to determine the reason why the service issue was generated; thus, we can find a suitable outcome for the matter to be concluded.
  
  We successfully spoke with you via phone at ************ on 04/25/24 and we determined plausible to issue a replacement phone aiming to support you to clear the service impasse concern. We agreed to continue in contact upon tracking number generation. Refer to ticket No.1296960470.
  
  Upon reviewing the replacement request we processed, we were informed that the device in discussion is out of stock. Kindly note that as per stated in our Terms & Conditions; Tracfone ***, in its sole discretion, replace the product with a different but comparable product if the same exact product is not available.
  
  Furthermore, we attempted to contact you via phone aiming to inquire about the possibility of sending a comparable phone and e-mail was sent to ******************* on 04/27/24; however, we were unable to speak with you and you have not responded to our e-mails.
  
  If further assistance is required, feel free to contact us at ************** enter PIN ****, our agents will be more than happy to assist you from Monday to Sunday, from 9 a.m. to 7 p.m. Est.
  
  Please refer to email reference number ******* or 1296607745.
  
  Based upon the foregoing, we will close this case unless we hear from you.
  
  Thank you for choosing Tracfone Wireless.          
  

  Customer Answer

  Date: 04/29/2024

   
  Complaint: 21593007
  
  I am rejecting this response because:
  They been lieing to you me and everyone they said they emailed me but didn't I just gave them my email today when I called the company to see if there was a tracking number and they told me they are replacing my phone with one that is comparable to the one I had that is broke and instead they are replacing it with a much lower end  phone so can we plz review the screenshot that even shows how my number is not even in there system like can we plz just get my account back on track and working properly seeing how I am disabled and have breathing issues and about a month ago I was rushed to a hospital for carbon monoxide poisoning due to a fire that when I called 911 my phone was not working properly cause if it was maybe me and my family would not have lost everything that we owned this is starting to very redundant and pitifully I just need my phone to work correctly and on a regular basis in case of a emergency or if I have to call my doctor 

  
  Sincerely,
  *****************************

  Business Response

  Date: 05/07/2024

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

  
  We do apologize. Your replacement device has been successfully delivered and is currently active with the phone number ending in 6637.
  ************** is not satisfied with the new making model that was received and is requesting the original making model ******* 426 galaxy A42.
  On May 7th, 2024, we processed the correct making model to be sent with warranty exchange ticket number 1297669877.
  The system indicates that your ACP enrollment is canceled on April 16, 2024.
  To reinstate your services, you will need to reapply to www.safelink.com.
  Based upon the foregoing, we will close this matter unless we hear from you.
  
  Thank you for choosing Tracfone Wireless.  

  
  Sincerely,

  
  *************************
  Tracfone Wireless,Inc.
  BBB Specialist       

• Initial Complaint

  Date:04/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date:4/16/2024. I went to use my phone this am (10am) it stated your phone has been deactivated. Unable to call I contacted Safelink on line as they are the ones who deactivated my phone. Note at first they wanted me to buy more minutes I said no. I have safe link program and I have minutes. Note this went round & round 3agents Who said there was no account I said that's impossible it's the middle of the month I get my minutes with in the first two days of the month. They refused to help kept stating call I said I couldn't as they deactivated the ************* are no paid phones here anymore. Agents all the same no help I said there must be another option as you deactivated the phone. Nothing but run around So now I am disabled have no working phone but according to their own **************** I have ******* minutes, unlimited SMS, 5.4 GB on my account . Which they claim doesn't exist.. Now I'm sitting here without any phone or way to get weather and we are having severe weather move in. This is outrageous for too long Safe link ******** have been getting away with awful business practices. I did file a complaint FCC/FTC.I think legal action should be taken. Note a bigger joke they offered to call back but refused to reactivate my phone. Outrageous! How do they think people are going to be able to answer when the phone is deactivated by them . They need to lose this contract. Hopefully you others and congress will deal with this as this is a recurring problem A nightmare

  Customer Answer

  Date: 04/17/2024

  Note I still have no phone. Communication with several; Safe link reps ****** ************** ? ******* ineffective. They state my phone was deactivated for non use not true My phone keeps track of all calls in 2024 Feb I made >67 calls, March >55 calls, so far this April .28 calls. My phone gives dates and times. I told them that information They argued and said no not used. They then tried to blame it on the state of WI. that too was not true. This corrupt company, by their own documentation owe me 1836 minutes, unlimited SMS,5.4GB. They requested I buy more minutes. I refused as you can see I have minutes. Presumably they would reactivate the phone then who knows.  They refused to reactivate my phone presumably because I wouldn't make a purchase Note it's interesting how they will reactivate my phone if I buy more minutes but refuse to reactivate my phone when they owe me minutes. Note they said I had I had to reapply guess not if I purchase minutes.   I'm not even due for renewal.  I went to reapply National site - everything OK. I go to safe link and they block me. I want what's owed to me (my1836 minutes which by the way they are draining down and they were paid for) I want compensation for hours spent dealing with their malicious activity and false business practice. 

  Customer Answer

  Date: 04/17/2024

  An update as I am disabled I was forced to buy more minutes despite having over 1000 minutes on my Lifeline for the month of April. I want reimbursement for those minutes. The minutes were bought via a CC so there is proof of purchase. I did contact ******* who the safe-link company falls under. I have been unable to carry complaint out further but will continue with attempts.Thank you

  Customer Answer

  Date: 04/17/2024

  Additionally. I contacted SafeLink ************ 16'43 sec Spoke with someone transferred to another person to help re enrolment. Not effective asked for a supervisor no. She insisted I didn't have application I gave her National verification number and eligible . She said no we went round and round I called lifeline assistance #************** Spoke with ***** She verified I am open and eligible my address is correct . Did remind me there are other providers of lifeline . Note when I spoke to Safe link they continue to insist I didn't make phone calls and that was why I was deactivated I again reiterated that I have proof I made enough phone calls and verified through verification system Eligibility- again she stated no. I also verified my address hadn't changed in over 12 years and I've had life line for years. Totally ineffective. Please note I have filed  a complaint with you and also FCC and ******* still pending. I spoke with the state of WI who didn't send info to deactivate as SafeLink claimed times 1 earlier. I'm sure more updates will be forth coming. Thank you.

  Customer Answer

  Date: 04/17/2024

  I have attempted to fix problem with safe link  again to no avail. I was speaking with a ********* re problems re enrolling. I was  able to get through they fixed address issue (way to late) but your choices are changed. You have to sign over your ACP. I had ACP through another company. I only want cell phone service lifeline thru safe link. However my option is to sign over my ACP ex.in one paragraph you sign over - in another it says you don't have to, but the one that you sign up for says your signing it over to Safe link the other option is a cut from 1000 minutes to only 350 minutes a month., This is very deceptive even hard to explain. I guess  in a nut shell if you read the one part you don't have to approve by signature, it states you don't have to give up your ACP provider, but In the one you have to give your signature to, it states you are giving up your provider and switching it to safe link. I talked again to a person who called me back from ************ She told me everything was fixed but I hadn't even picked a plan. There's a problem with the options and wording permissions. I told her I didn't want to turn over my ACP to Safe Link as it's ending at the end of April and don't need more issues. I told her I was given two choices that said I had to give up ACP ,if I did I would have unlimited talk minutes & text , or if I don't turn over my ACP to Safe link  and I will only get 350 minutes a month that's a cut from 1000 a month. A loss of 650 minutes. That's a lot especially if you are dealing with clinics,  SSA etc. They still owe me minutes. This is wrong. I recalled ********* *************) and left a message at 17:12 she is to call back in 10 minutes. No return phone call it's been over two hrs. The situation remains unresolved.

   Someone please do something about this company. I tried, to no avail for the last day and half. Please note I still can't transfer info to you but I've kept information via pics, text etc. Thank you 

  Customer Answer

  Date: 04/19/2024

  Note it is now Fri. April 19th 2024. I never heard back from ********. I last spoke to SafeLink a 4/18/2024 and was informed as stated above everything was set OK and application done. Today at13:55 I received a call from "Revalita"************. She stated she was calling re complaint with BBB. I went through what I listed above to the BBB. That Safe link unlaw. deactivated my phone and I still have minutes owed me. I also told her the issue re address was fixed. I told her I only needed to pick a plan per ***** at verification and Safe link. I also told her I wasn't sure I wanted to go with safe link re all the problems. She said no your cancelled. You need to reapply. I told her no, I talked to ***** at verification and only thing left for me to do was pick a company plan same thing was told to me by Safe link person I talked too.  She said I can't see that. I told her others could - that this was an issue with Safelink She insisted no I have to reapply. This went on for 9 minutes 32 seconds. I had to let her go . She was just burning minutes and time. Nothing is getting resolved. I did tell her that they still owe me minutes. I currently am still using my phone card I purchased.    

  Business Response

  Date: 04/22/2024

  Dear ***********************:
   
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated April 17, 2024, regarding BBB Case number ******** complaint.  
  
  
  ****************** complaint states that her phone got deactivated on 4/16/2024. When she called SafeLink she was asked to purchase minutes to her phone when she is in Lifeline program.  
  
  
  As reviewed, ****************** account is active as she reactivated the phone by purchasing a service plan on 4/17/2024. Moreover, ************** initially applied for Lifeline on 06/18/2014 and got enrolled on 06/23/2014 with benefits of ***** FREE monthly minutes & unlimited texts with 4.5GB/month of FREE data. Records indicate that has recertified every year to keep the benefits. However, the benefits were cancelled on 04/16/2024 du to non-usage for 30 days, but records show that phone hs been used for calls, texts and data. As we check further, we found out that the benefits were not attached to the account as the enrollment button in the system is greyed out which is why the account was deactivated for Non usage. We check in the transaction history of the account, but we could not find any activates that *** cause the issue. We apologize for the inconvenience this has caused **************.
  
  
  We spoke with ************** on April 19, 2024, at **********. As per conversation, she discussed her concern about why she is being de enrolled from Lifeline when she has been using her phone. We apologized with her, and we attempted to reenroll her to the program, but she refused our assistance and insisted that she spoke with someone already and have her issue taken care of, but as we check in the system there is no new enrollment application for her. We informed her regarding this, but she mentioned that she will transfer service to another provider.
  
  
  If ************** should still require assistance, she 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 Tracfone Wireless.
   
                                                                                                                                                                        
  Sincerely,
   
   
  Executive Resolution Department

• Initial Complaint

  Date:04/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a SafeLink phone and sim card pursuant to ACP Program,Code,Rule/Regulation. The sim card arrived "INOPERABLE" I am able to complete calls however, texts and data are u! reliable. Of the reps whom I spoke with, all informed me that I need a New Sim, (This information I was already aware of, (I too am educated in the particular field. And every one of the people I spoke with, despite what I said to them, they all said that I had to purchase a replacement. I'm sure that I shouldn't Be financially responsible for something that's supposed to work correctly when I received it. As I am confident that you already know, ACP (AFFORDABLE CONNECTIVITY PROGRAM is a UNITED STATE'S GOVERNMENT Funded program and I not required to pay for the Service. If after the conclusion of this complaint there's no mutually agreed upon resolution I need to be assured that the Government is refunded. Thank you.

  Business Response

  Date: 04/29/2024

  April 28, 2024  
   
  Federal Communications Commission                                                                         
  Consumer & Governmental Affairs Bureau 
  Consumer Inquiries & Complaints Division  
   
  Re: ************************;
  Your File No. 21572554
   
  Dear Sir or Madam:  
   
  This letter is in response to your correspondence dated April 14, 2024, regarding the above consumer complaint.  
   
  ******************** complaint states that he received his SafeLink phone, but the sim card was inoperable and text message feature and data are not working.
   
  Upon review, we have found an account using ******************** email through SafeLink that has been cancelled due to GDP transfer out. We have found out that the Lifeline enrollment ********* attached on the account shows as rejected in vault and the *** enrollment ********* has been cancelled due to GDP transfer out. We need to speak with him to verify the correct account and to provide him information regarding his enrollment and account status.
  
  
  We attempted to contact **************** multiple times last 04/19/2024, 04/22/2024, 04/23/2024, 04/24/2024 and today, 04/28/2024 around 12:17 PM EST via phone number ********** but all to no avail. However, we left a voicemail message.  
  
  
  Based upon the foregoing, we will close this matter unless we hear from you. Please contact me if you require additional information or have any questions. Thank you.                                                                                                                                                                                                                                                      
  Sincerely,  
   
  SAFLINK Wireless, Inc.  
   
  Soraya Decade 
  Legal Analyst