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

815 total complaints in the last 3 years.
169 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:04/10/2024
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 made several phone calls to these company so that they can fix the data problem I have had several tickets placed because of the device they sent me I stopped working all of a sudden I've had several tickets place because they turned my phone off but allowed me to still receive text messages which is dumb I've sat there and paid actual money that I had to take from a light bill to try to keep my phone on so that I can take care of the rest of my business and have employers call me they turned my phone off and gave me remarkable data I've called everyday this week and spoke to a different person just for them to tell me that there's nothing wrong with my phone or that I've used all of my data when I haven't been able to use data I can't even connect to Wi-Fi because they're trying to get me to pay more money for something I am supposed to be receiving free because of the benefits I keep telling them that I have tickets that have not been closed and all they can do is say hang up and call us back on another device I literally just got off the phone with the and they said give them the rest of today to fix the problem as they have already submitted a ticket for today and can't do anything else they refuse to transfer us to the managers because the managers don't know what they're doing either and genuinely don't care I strongly ask that whoever is the founder of this company stop taking the cheap route and hiring third world Nationals to take care of American citizens when there are thousands of Americans needing employment right here in the states but are being overlooked because companies was much rather pay cheaply they pay appropriately for employees or proper customer service might I add there's no point in trying to call a corporate number because there is no corporate number safe link track phone and by this case ******* needs to be shut down they are causing the American public much more harm than they are helping
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 10, 2024, regarding BBB case # ******** complaint.

Your complaint states that your phone is presenting mobile data issues, you have called multiple times to fix the network difficulties; however, a resolution has not been provided. You indicate that you have several tickets created regarding this matter; however, they have not been resolved.

We reviewed your account, and our records show that you applied for the Lifeline and Affordable Connectivity Program (ACP) program on 12/27/2022 and was enrolled on 01/10/2023 with the plan that included unlimited talk, text and mobile data, now your ACP enrollment is inactive since 01/17/2024, because records indicate that the benefits were transferred to another service provider per your request.

Please note that a customer may transfer his or her ACP benefits to another participating provider once per service month. The National Lifeline Accountability Database (****) 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.

This caused that your account just received Lifeline benefits which provide you with 350 free monthly minutes, unlimited texts and 4.5GB per month of free data. Balance records show that they were consumed in its totality (excluding text messages); therefore, it is required for you to wait until the next refill date to be able to receive the mobile data again.

Our records indicate that you reapplied for service with SafeLink Wireless via our website on 04/02/2024 for ACP benefits. Nonetheless, the application has not been approved for the **** yet. Without their approval, the benefits cannot be applied on the account. It is imperative that you contact them directly to determine if all the documentation provided is correct or if it's required to updated it to be approved.

We attempted to reach you via phone at ************ and email was sent to ******************************* on 04/15/2024; however, we were not able to reach you. You have replied to our email and provided a different contact number.

However, we attempted to reach you via phone at ************ and email was sent to ******************************* on 04/16/2024; however, we were not able to reach you via call. We informed you via email the steps and the **** contact number for you to be able to complete the request appropriately.

We contacted you on 04/17/2024 via phone number ************; you indicated that you were going to follow the instructions and requested a call back the same day to review the account status. We called you at the requested time via same phone number; nevertheless, we were unable to reach you, email was sent to *******************************.

We attempted to reach you via phone at ************ and email was sent to ******************************* on 04/18/2024 and 04/22/2024; 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 1296362880. 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:04/09/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was approved on March 24th 2024 for their service my ACP credit was then transferred from Spectrum internet to TracFone SafeLink wireless they told me 7 to 10 business days I would have an email and a phone would be shipped to me with the phone service. They did not send the confirmation email they did not send a phone and when I called them they told me yes I was qualified and approved but there must be a system error since a phone was not sent and there was nothing we could do except wait even more that's been over 14 days and they've already received ACP funds for the service while I am not getting a device or phone service from them the representative they're also told me she is the highest and there is nobody else above her I can speak to and there's nothing else they can do and all I am asking is that they provide what was promised or they need to refund that money back to the government and they need to be reported for fraud because they get people's private information like Social security numbers and they get all that personal information and data then they collect people's ACP money and they're not providing the phone and the service that is fraud
Business Response
Date: 04/23/2024
Dear *******************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 04/09/2024, regarding BBB Case number ******** complaint.

Your complaint states that on March 24th, 2024, you were approved for the Affordable Connectivity Program (ACP) benefits after you transferred the aforementioned from Spectrum Internet to SafeLink Wireless. You were told to wait up to 7-10 business days for a new phone to be shipped to your end along with the telephone service; however, you have not received any type of updates regarding the matter.

Lifeline Shipment reference Ticket No.1296210777 can confirm that a device delivery request was created on 04/12/2024. Please be advised that shipment processes take up to 7-10 business days.

We successfully spoke with you via phone at ************ on 04/15/24 and we agreed to continue in contact upon tracking number generation.

USPS tracking number ********************************** can confirm that the device in discussion was successfully delivered on April 20, 2024, in ******* ** 29571.

We have since contacted you via phone on 04/22/24 and you confirmed both receiving the device and its correct functionality. Later on, you requested not to be contacted any further regarding the matter as your concern was addressed.

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 1296359129.

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

Thank you for choosing SafeLink Wireless.
Customer Answer
Date: 04/23/2024

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.My complaint with TracFone SafeLink wireless has been resolved by the company. They did finally respond and provide service. Thank you

Sincerely,

*******************
Initial Complaint
Date:04/08/2024
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.
I signed up for safelink cell phone service on or around March the 25th of this year 2024 and received a confirmation email of my enrollment and received my phone later than advised; on the 5th business day rather 1 to 3 business days. Upon activating service, I requested my former number from another company ********** be ported to safelink. I spoke to a gentleman at customer service who after obtaining information from me advised it would take 24 hours to be active. After my phone was not active for more than 36 hours, I called customer service back and was advised by a lady that the process had not been initiated or processed correctly. The lady initiated and completed the process and confirmed my phone was working. Two days later, I sent a text to my spouse and she received the text from my phone with a different phone number displayed ***********) rather than my correct phone number (**********); but when i called her, my correct phone number was displayed. I tried with a friends and the same happened. Upon calling safelink customer service, talking to ******************** customer service representatives, technical team support, and managers, no one could advise me where the incorrect ******* number originated from or why it was associated to my account or how the text messaging issue I was experiencing could be resolved; apart from being told they had reset my voice and data services and to turn off my phone and wait for 10 minutes, then call back I was still experiencing the same issue; even though I had been on the phone for a couple of hours before with no resolution!. A day ago I spoke to a manager who also could not resolve my issue. Upon requesting the safelink corporate phone number for more assistance, I was provided with a phone number that I could not reach anyone even the operator. I called today and was advised by customer service that they could not provide the corporate phone number or email address. I need help in being able to call and text and having my phone number being displayed correctly to the receiver; to make communication efficient and possible.
Business Response
Date: 04/23/2024
Dear *********************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated April 9, 2024, regarding BBB Case number ******** complaint.

****************** complaint states that he signed up SafeLink Wireless cellphone service around March 25, 2024, and have his phone number from another company ported to SafeLink Wireless. He mentioned that he was told that the process will take 24 hours to activate. However, after 36 hours, the phone was still inactive. Thus, he called SafeLink Wireless, and he was told that the process was not initiated or processed correctly. Therefore, the lady who assisted him completed the process and got the phone working. He added that two days later, he sent a message to his spouse, and they noticed that another number displayed on his spouse' phone upon receiving his text. *****, he tried to send texts to his friends and the same thing happened. However, when he called them, it will display his correct phone number.

Upon review, ****************** account is active and provisioned in our system. However, the incorrect phone number that will display upon sending text message to other numbers is not active in our system. Also, we were able to see that his caller ID is provisioned in our system. Moreover, ************** applied both Lifeline and Affordable Connectivity Program from SafeLink Wireless on 3/25/2024 and both were approved on 3/27/2024, with the benefits of Unlimited Talk, Text & Data and up to 10GB of ************* With this, we need to speak with ************** to address this matter accordingly.

We contacted ************** on 4/16/2024, 4/17/2024, 4/18/2024, 4/19/2024, 4/22/2024 on the phone numbers *********************7, but with no success. We also sent him e-mails at ************************ but we got no response from him.

Furthermore, we can assist ************** to troubleshoot the device to fix the issue. Also, we can refer this situation to the network specialist for further assistance. In addition, we can provide him the steps to save his correct phone number to the other phones' contact information. However, we need to be on the phone to provide the said assistance, but we are still waiting for his response.

If ************** should still require assistance, he can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to KANA reference number ******* or Ticket Number 1296431419.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:04/06/2024
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.
Initially I received SafeLink card that would not work with my phone. I sat on phone with customer support to troubleshoot phone for over 6 hours with different representatives giving me the same inaccurate information. I went two weeks with a phone with no data until eventually going online and fixing the issues myself after research. Then my ACP got transferred and upon trying to transfer back, the credit was canceled due to SafeLink telling me to cancel the enrollment with another provider. Then I decided to just switch to a different provider because Everytime you call SafeLink it takes an act of God to get through the prompts to finally get a representative on the phone that has no clue what to do to solve anything! They always end up transferring me, I sit in the phone on hold for hours to get the same useless information that doesn't solve the problem it's like they don't understand English. Then when I decided to transfer they had the number locked and it took me forever to get my account number and they insist the only way to get a transfer pin is to have it text to the to the phone with an active account with a positive balance which means if you want to transfer lifeline you are screwed. I have sat on phone multiple times multiple hours to not get the number transfer pin and every time you do speak to an agent of SafeLink they give you conflicting policy information and can never agree with other members of their customer support. ********************** is clearly a horrible company to get service from - worst I ever experienced. I will never use their service again. Their company is ran like a 3 ring circus , their representatives rude and not knowledgeable, they are not helpful, their solutions contradict each other, you have to wait forever on hold. Just complete waste of time energy and effort! Wish I never went to their service when looking for servicel. Currently seeking ntp but doubtful it will happen ... not paying for information they should give me to port
Business Response
Date: 04/23/2024
April 22, 2024

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

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 04/06/2024, regarding BBB case # ******** complaint.
Your complaint states that you have been trying to make your phone work; however, you have not received the required assistance; therefore, you are now asking to get your number ported out, but you are not able to receive the information required to complete the process.

In our review, an application was created for Lifeline and the Affordable Connectivity Program (***) on 02/18/2024, *** was enrolled on 02/19/2024 and Lifeline on 02/26/2024. The *** was cancelled on 03/17/2024 as the benefits were transferred to another service provider.

A customer *** transfer his or her Lifeline or *** 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.
Two more *** applications were created on 03/20/2024. The first one was cancelled the same date because NLAD did not approved the enrollment and the second application was cancelled on 03/25/2024 while it was still pending as the Lifeline was deemed cancelled on 03/25/2024 due to also being transferred to another service provider.
Our most current records indicate that you have reapplied for Lifeline + *** on 04/16/2024, your Lifeline was enrolled on 04/18/2024 and *** remains pending for the NLADs verification. A pre-activated *** card was shipped to your address, and it is being delivered as per reference ticket number ********** and **** tracking number **********************************. The *** card is expected to be delivered by 04/23/2024.

Please note that within coverage areas, there *** be significant limitations or interruptions in coverage that *** result in dropped and blocked connections, slower data speeds, or no data connectivity, as well as call interference. Many factors can cause this, including, but not limited to, the customers device, network changes, traffic volume, network prioritization, network outages, technical limitations, signal strength, terrain, proximity to buildings, foliage and other obstructions, weather, and other factors. It will be necessary speaking with ****************** in order to determine the cause of her service interruption. It would be necessary speaking with you in order to determine the cause of your service interruption.

On the other hand, please note that SafeLink Wireless customer account authentication policy operates under strict security standards to protect the integrity of its customers information. Any changes to an account must be authenticated.
In order to assist you with your porting request, you will need your SafeLink Wireless account information. It is required to ensure customer account security. Along with the account information, you will also need to provide the Number Transfer Pin (NTP) code to port out to another service provider. This information is essential to a successful porting process.
A customer *** obtain their Number Transfer PIN (NTP) by texting the keyword "NTP" to ****** on the device in use. During the transfer, a text message will be sent to the phone with the 4-digit Transfer PIN. In case the phone is not capable of receiving the text message, the customer can also call customer care at ************** and use PIN ****** to receive the number by email. Additionally, customers can access their account number on our website through My Account option. Customers should be aware that their NTP PIN code must be used promptly, as it will expire after a certain period of time and will no longer be valid.
We have contacted you on 04/12/2024 to the phone number **********; you have informed us that you wish to port out the phone number ending in 8515 and you were unable to generate the **** with this, we have escalated your situation to have you NTP.
However, our records indicate that the phone number ending in 8515 was disconnected. As per SafeLink Wireless policy, a phone number needs to be active with the current service provider in order to be eligible for porting to another to a new service provider. In this case, your account must be active for porting to be successful and for us to generate the NTP.
We attempted to reach you via phone and email was sent to *********************** on 04/22/2024 to provide further assistance regarding this matter; however, we were unable to speak with you and we have not received an email response from 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 1295993910.
Based upon the foregoing, we will close this matter unless we hear from you.

Sincerely,

Tracfone Wireless Inc.
Initial Complaint
Date:04/05/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Constantly shutting off service, lie after lie re Lifeline being attached to my account, finding out from Lifeline that these idiots never sent my proof of eligibility to them, unbelievable long hold times, bogus transfers to "Supervisors" that didn't know anything yet ********** told me I was active w Lifeline. Trying to extort money from me to get service turned back on, hung up on me when they heard my name and phone # numerous times. All liars and crooks in a hotbox where not only could I not understand their foreign accent but too many people in the room talking to angry customers and couldn't hear the rep. **** know they can't be fired or hurt because they're in ***** and give you false names so you can't report them.
Customer Answer
Date: 04/07/2024
Tracfone, Net 10, Safelink did this exact thing to me in early 2022. They first told me I needed a new phone, which was a lie. I had a top of the line cellphone that worked with other providers. They had me buy a couple new sim cards. They would answer my calls, ask my name and phone # and immediately hang up on me, while laughing. I was without phone service for 5 weeks due to their stupid games. I bought a burner phone the 2nd week to communicate w my doctors and friends as well as Safelink et al. I filed a complaint w BBB, Safelink et al, FCC, and CPUC. I eventually went w ***** Mobile with another new number and they hooked me up w ACP. When notified that ACP was ending, I applied again w Tracfone/safelink et al to include lifeline which I applied for and was approved in January or February of 2024.
Business Response
Date: 04/24/2024
Dear *************************;

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated April 05, 2024, regarding BBB Case number ******** complaint.

********************** complaint state that her Lifeline account is active, but her phone service was cut off.

Upon review, ****************** applied for Lifeline on 2/27/2024 and was Qualified on 3/21/2024, now waiting for Tracfone activation to be completely Enrolled. She tried to apply for *** as well that time and application is still pending because FCC has announced that since Congress has failed to continue to provide funding, the *** has ended; soon this will be cancelled. The Lifeline enrollment allows her to receive the benefits of unlimited talk, text & high-speed data & up to 30GB of hotspot data. Plus, international calls to ****** and *******

The application was set to use a Bring Your Own Phone with ESN ending 6822 and phone number ending in *************************** 4876. However, this account shows no signs of service usage.

In addition, ********************** Lifeline Enrollment Number was attached to the account on 3/27/2024 with phone number ending in 1939 and serial number ending in 6405. Call records indicate the phone is successfully being used.

We need to if confirm if she wants to transfer her old phone number ending in 7128 to her new phone. It would be best if we can speak with ****************** to provide further assistance regarding this matter.

We attempted to reach ****************** multiple times via phone number *************) and email *********************** on 04/11/2024, 4/12/2024, 4/15/2024, 4/16/2024 and 4/22/2024. We were unable to reach her, and she has not responded to our emails.

If ****************** should still require assistance, she can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to ticket number 1296147957.

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


Sincerely,

Executive Resolution Department
Initial Complaint
Date:04/05/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I get the 350 minutes and unlimited text with 4.5 GB of date each month as part of the program. I have also been enrolled in the *** program for unlimited everything. SafeLink has received funding from the program but told me I can't have it anymore because they might end the program. I was told I could buy a plan which I did so over the phone March 21st 2024. I still did not get my plan until today April 5, 2024. I called countless times, I was told to turn my phone off and back on. Did not work. I was told countless stories from I'd have to unenroll from SafeLink, I had to wait until the first of the month, I had to wait until my new free 350 minutes were used, they were adding ***** minutes and I'd have to call back each time... I was told that they couldn't see my plan I purchased until I gave them the transaction ID ********** and then they could suddenly see it. I made over 30 phone calls over the course of 2 weeks. Finally after hours spent on the phone someone was able to add the plan to my phone and told me that even though my service didnt start until she just now added it I won't get the 30 days I paid for but only 15 days because I purchased the phone plan 15 days ago. This is ridiculous and SafeLink is taking advantage of people not giving them what they paid for.. taking time away from important day to day tasks getting told lies and overall wasting time and energy. I want refunded the entire $18.10 the card was charged. The process was horrific and no one should have to wait 2 weeks to get the service they paid for and be told they can no longer have the full 30 days they paid for it.
Business Response
Date: 04/15/2024

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

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated April 5, 2024, regarding BBB case # ******** complaint.
Your complaint states that you are monthly receiving 4.5 GB as part of the Lifeline program; however, you are enrolled in the Affordable Connectivity Program (***) for unlimited service, and you have not received the correct benefits and customer support told you that the program might end, and you would like to be refunded for a service plan you purchased.

In reviewing your SafeLink 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 4/5/2017 and were enrolled on 4/15/2017. 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.

On the other hand, your account reflects that your *** benefit was cancelled on 3/24/2024, because records indicate that the benefit was transferred to another service provider at the customers request. Due to the cancellation of *** benefits, your unlimited service ended 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.

Please be informed that beginning February 7, 2024, the *** fund has been depleted and is no longer accepting new enrollment applications. This will no longer be offered until funding for the program is secured to enable additional enrollment. 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. All participating service providers that provide this benefit are affected by the ***'s discontinuation owing to fund depletion, not just ours. We strongly suggest you apply a petition to Congress to pass the *** Appropriation Bills in the House and Senate by visiting *************************************.

We appreciate your feedback regarding your negative customer service experience. We value your feedback to support future improvements. 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 attempted to contact you via phone at ************ and email was sent to ***************** on 4/8/2024, 4/9/2024, 4/10/2024, 4/11/2024 and 4/15/2024; however, we were unable to speak with you.

We are willing to provide you with the refund for the service plan since you are supposed to receive service for free, but you can still purchase a service plan when you run out of minutes and data. In order to provide the refund, it is imperative for us to speak with you. SafeLink Wireless customer account authentication policy operates under strict security standards to protect its customers' information. We cannot make changes to accounts until the account holder authenticates 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 ******* Ticket Number 1295991206. Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing SafeLink Wireless.
Initial Complaint
Date:04/04/2024
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.
I was offered a "free" phone and service from a Safelink representative. When I signed p, I was very clear with the rep that I did NOT want to use my ACP benefit, only my Lifeline benefit. He assured me that was what he did.Months latter my home internet was disconnected and I am in collections because he lied and switched my ACP benefit from **** to Safelink without my permission.
Business Response
Date: 04/15/2024
Dear *************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated April 4, 2024, regarding BBB Case number ******** complaint.

****************** complaint states that he was offered a "free" phone and service from a SafeLink representative. When he signed up, he was very clear with the rep that he does not want to use his ACP benefit, only his Lifeline benefit. He was assured that was the representative did. ****** later his home internet was disconnected, he was being lied and switched his ACP benefit from AT&T to SafeLink without his permission.

In reviewing ****************** account, it is active and well provisioned in our system. The device is supported with the upgraded network of ******* and VoLTE compatible device. Records indicate that the phone is being used.

************** process his enrollment for SafeLink Lifeline program on September 14, 2023, and on September 28, 2023, it was rejected at customer's request. ************** then reapplied for SafeLink Lifeline on November 15, 2023, and was approved on the same day.

On the other hand, he applied for Affordable Connectivity Program (ACP) on November 15, 2023, and was approved on December 16, 2023, by transferring his active benefits from another company via the "Transfer-In" method. The benefits include Unlimited Talk, Text & *************** & up to 30GB of ******************* international calls to ****** and *******

A customer may transfer his or her [Lifeline, ACP, 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 ACP benefit transfer transaction occurs. By granting consent, the customer is recognizing that they will no longer receive their benefits from 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.

Furthermore, records show that ****************** SafeLink Lifeline ID already attached associated to his account. Pertaining to the issue of his long-distance calling, it would be best to speak with him to authenticate the account and to confirm if what country he is trying to call.

Addressing ****************** complaint, we attempted to reach him multiple times via phone number ************ and e-mail *********************** on April 5, 8, 9, 10 and 15 of 2024, but we were unsuccessful, we are still waiting to hear from the customer. He has not replied to our calls and emails.

If ************** should still require assistance, he can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to ticket number 1295829549.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:04/02/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My enrollment ID is *********. On March 28, 2024 my data on my phone ************ stopped working. After 4 chats with tech support I was finally told I had used all my data an would need to purchase more. Not having the money at the time I was told I could purchase it online. On March 29, 2024 I made an attempt 3 *********************** and received a message saying the card was declined and to contact customer service. I then called and a representative put through the purchase total of $17.21. Imagine my surprise this morning April 2, 2024 to see in my bank account 4 charges for $17.21 the three showing ******** were the ones I attempted on the site and received the message that the card was declined. I would like a refund of the $51.63. I have attached a screenshot of my bank account information.
Business Response
Date: 04/05/2024
Dear *****************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated April02, 2024 regarding BBB Case number 21517333complaint.

In accordance to ******************** complaint alleges that she tried to purchase a service plan since her data was already consumed but the website had a glitch, and her card was being charged thrice.

In our review, ******************** account is active and provisioned in our system, our record shows usage indicates that the phone is in used. In addition, she is currently enrolled in Lifeline program with receiving benefits of Unlimited Talk, Text and 3GB of high-speed data. Also, we found triple charges on her account. Hence, we need to speak with **************** to further assist.

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 attempt to contact **************** on April 03, 2024, at 6:52 PM EST via number ************, but we were unable to reach her. Thus, we sent a message via email **************************** and she responded which she indicates her contact number.

We called and spoke with **************** on April 02, 2024, at 4:07 PM EST via number ************, as per our conversation, she confirmed that she has triple charges from her bank. She also able to authenticate the account, so the refund was processed completely. It will be processed within 3-5 business days, and it will reflect on ******************** bank account within 1-2 billing cycle.

Refer to ticket number 1295725879.

If **************** should still require assistance, she can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 04/05/2024

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,

*****************************
Customer Answer
Date: 04/05/2024
I received the refund back in my account this morning.
Initial Complaint
Date:04/01/2024
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.
You people was suppose to send a return box I never received it. It's been three weeks . **************** is no help I can't remember my password for my email to give them the four digit security code nor do I have the passcode . I just need my return box so I can send my old ohone back to you use and get a new phone . Please
Business Response
Date: 04/09/2024
Dear *********************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 04/02/24, regarding BBB case number ******** complaint.

Your complaint states that you requested a replacement phone, and a return box should have been sent to your house but, you have not received it.

We reviewed your account and found that a replacement request #********** was created on 03/16/24 to replace your device as it was not working properly. The return label was originally sent to your email for you to be able to use it on your nearest *** office.

We successfully spoke with you via phone at ************ on 04/03/24 and you informed us that you no longer have access to the email on the account so; we updated the ticket with a new email and attempted to send the pre-paid label to it.

We contacted you again at ************ on 04/04/24; you stated that the email was received but, the label wont load. Consequently, we updated the ticket again to send you a physical label. The ticket shows the *** tracking 1Z85W81F0278691005 for the return label that is on the way.

We spoke with you on 04/09/24 via phone and let you know that the label was on the way and as soon you receive it, you can send the phone back to receive the replacement.

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 1295647972.
Based upon the foregoing, we will close this case unless we hear from you.
Thank you for choosing Tracfone Wireless.
Initial Complaint
Date:03/31/2024
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.
Tracphone placed a lock on another phone which they ended service in the service area, and then stated I would need to locate another provider for service.Then when I went to utilize the phone, they had placed a lock on my phone (a second phone) that I purchase elsewhere and there are notes on the account.Further to allow unlocking the second phone, they illegally requested 6.00 to unlock my own phone which again, I purchased, and they ended the service in the area specifically.
Business Response
Date: 04/10/2024
Dear ***********************:

We received Better Business Bureau complaint21510075 dated March 31, 2023.

Mr. *************************** complaint states that ******** lock his two phones that he purchases and was asked to make a payment for $6. Customer wants to unlock his phone.

Per investigation, we pull up an account that fit to his information. We e-mailed him asking about those two devices. He replied and provided the serial numbers of two device. One is still locked; this device is under a Bring Your Own Program (BYOP). Non-Tracfone branded cellphones using **************** (BYOP) are not unlockable by TracFone. While the other device shows a lot of phone calls from the customer and finally showing that it was successfully unlocked.

Unlocking a cellphone associated with one of ***************** refers to disabling software that would otherwise prevent you from activating the cellphone on another carrier's network. However, due to different carrier technologies, an unlocked TracFone cellphone may not work, or may experience limited functionality, on another carrier's network. TracFone is not responsible for any limitations of service, or otherwise, resulting from the use of an unlocked cellphone on another provider's network.

If Mr. ***** 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.

Thank you for choosing SafeLink Wireless.


Sincerely,

Executive *********************
Customer Answer
Date: 04/10/2024

Complaint: 21510075

I am rejecting this response because:
The information presented as one phone being unlocked is false without support including that I am still unable to utilize the phone, not to mention, there is no reference of imei number to even further determine said alleged nonsense stated by Safelink. As for the other phone being a non tracphone, it's funny both phone begin the start up with tracphone since I had to ensure capability of both phones to have had service with Safelink to begin either contract however again there is no reference of imei number to know which as being stated by Safelink again without support.
However, to make it quite ******* clear to understand, Safelink would only be assisting the customer ie (myself) in the matter if they actually made a complete good faith attempt by actually unlocking the phones, rather than when I have contacted, refusing to assist and indicating various things such as we only want 6.00 to unlock two two phones noting "my own phones".
The good faith actually occurs when you no longer waste my time, or the Better Business Bureaus with nonsense and constant back and forth, Good Faith occurs when you actually resolve the issue rather than continuing to try and be right about something that an error was made on the account and that you further investigate on your end to ensure in does not happen again.
Good faith, is you Safelink, indicating to me ***********************, to contact one last time, and that you will actually assist, and end the situation by resolving the matter, without further hindrance.
***********************

Customer Answer
Date: 04/10/2024
Complaint: ******** and ******** (REVISED TO INCLUDE AND REFERNCE BOTH COMPLAINTS)

I am rejecting this response because:

The information presented as one phone being unlocked is false without support including that I am still unable to utilize the phone, not to mention, there is no reference of imei number to even further determine said alleged nonsense stated by Safelink. As for the other phone being a non tracphone, it's funny both phone begin the start up with tracphone since I had to ensure capability of both phones to have had service with Safelink to begin either contract however again there is no reference of imei number to know which as being stated by Safelink again without support.

However, to make it quite ******* clear to understand, Safelink would only be assisting the customer ie (myself) in the matter if they actually made a complete good faith attempt by actually unlocking the phones, rather than when I have contacted, refusing to assist and indicating various things such as we only want 6.00 to unlock two two phones noting "my own phones".

The good faith actually occurs when you no longer waste my time, or the Better Business Bureaus with nonsense and constant back and forth, Good Faith occurs when you actually resolve the issue rather than continuing to try and be right about something that an error was made on the account and that you further investigate on your end to ensure in does not happen again.

Good faith, is you Safelink, indicating to me ***********************, to contact one last time, and that you will actually assist, and end the situation by resolving the matter, without further hindrance.

***********************

Customer Answer
Date: 04/10/2024

Additionally, it's Ms *********************** not Mr, and the year is 2024 not 2023.
Business Response
Date: 04/19/2024
Dear ***********************,

We have received and reviewed your complaint. We would like to apologize for the inconvenience you have experienced with our services. An attempt has been made to phone the number ending in 8718 but unsuccessful in reaching you.
Reviewing your complaint I will need to verify the account information IMEI/Serial number of the device to verify eligibility for your unlocking request.
We can schedule you a call back for immediate resolution of your concerns. To do this, we will need to get your preferred contact number and account information as per security purposes.
What is a good contact phone number where you can be reached?
You may also reach me directly via email at *************************.
My hours of operation are Monday through Friday from 8:00 am to 5:00 pm EST.
Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing SafeLink Wireless.

Sincerely,

*************************
Safelink Wireless
BBB Specialist
Business Response
Date: 04/24/2024
Dear ***********************,

The system indicates per your request both devices are successfully unlocked for the ****/Serial number ending in 1798 and for the **** ending in 2129.

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

Thank you for choosing SafeLink Wireless.

Sincerely,

*************************
Safelink Wireless
BBB Specialist

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