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:03/28/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have asked them to email and mail them for my records from December 2023 through February 2024. I need to take the records four a court appearance.
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 March 28, 2024, regarding BBB Case number ******** complaint.

********************** complaint alleges that she asked to e-mail and mail her records from December 2023 through February 2024. She needs to take the records for a court appearance.

As per review, ********************** account is no longer active within our service since February 2, 2024, due to the service was no longer renewed.

We were able to speak with ****************** on 04/02/2024, 04/03/2024, and 04/04/2024. As per conversation, we tried to help her to get the phone records from the Month of December 2023 and February 2024. We found out that the phone records that the customer needed is already in progress and it was mentioned that it was already escalated and will take up to 30 business days to finally released the records. But the ****************** needed it as soon as possible and we escalated it again to make a progress.

After the escalation, we were able to identify that the records that the customer requiring was already mail into the email address which is ****************** on March 15, 2024 and we spoke to her, she mentioned that she didn't receive it. Therefore, another request was made which to mail it into her address. The tracking number will be available for 3-5 business days, and we will call her back once it is available.

In addition, ****************** can only choose one if she would like the records to be send via e-mail or through her mailing address. The ticket which is ********** was updated on April 7, 2024, and stated that the customer requested again to send the records via email. Therefore, the request that we made to be sent to her address was cancelled. A new request has been processed so that the customer can receive it through her mail. It will still follow the 3-5 business days and the customer will receive a phone call once the tracking number is available.

We have tried to reach the customer on April 8, 2024, via phone ********** and e-mails ******************, ********************* and ********************* but with no success. We are still waiting to hear from her.

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

Please refer to the ticket number 1295572863.

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

Thank you for choosing Straight Talk Wireless.
Initial Complaint
Date:03/27/2024
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.
March 2024. I requested to have my phone number ported over, and they disconnected the number I had for over 20 years.
Business Response
Date: 04/08/2024
Dear *************************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated March 28, 2024, regarding BBB case # ******** complaint.
Your complaint states that you requested to port your mobile number over and it was disconnected.

In reviewing your SafeLink account is active with the Lifeline benefit, which includes unlimited monthly minutes, unlimited texts and 6GB of mobile data. You applied for the Lifeline program on 2/24/2024 and were enrolled on 3/8/2024. Transaction records show that you requested a free smartphone which was delivered on 3/2/2024; the benefits are attached to the account, and being issued every month. Call records show that the phone is being used; per tracking reference No. 4209173092748903031358513047241001.

Our records show that the phone number ending in 4988 was successfully ported in on 3/6/2024 to SafeLink Wireless. Port Reference Ticket No. 1294010663.

In reviewing your account, a technical issue caused the system to change the phone number and assign you the SafeLink number that initially was given to you. We apologize for any inconvenience it may have caused you and we have since updated your account and you mobile number has been retrieve and allocated to your account.
We spoke with you via phone at ************ on 4/3/2024; we discussed the aforementioned and you notified us that your mobile number was reinstated; nevertheless, since the transaction was pending in our system we arranged a callback for the next days.

Consequently, we attempted to contact you on 4/8/2024, but we were unable to speak with you. The transaction has been completed and records indicate that the service is working properly.

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 1295414102. Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing SafeLink Wireless.
Initial Complaint
Date:03/26/2024
Type:Customer Service 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.
they have changed my phone number without permission from one minute to the other. I have called customer service and they tell me that this was done on my request and cant be revised.they transferred me to higher customer service and after a while of asking stooped questions the line got cut off
Customer Answer
Date: 03/26/2024
safelink wireless has stolen my ACP benefits!
I am so miserable calling customer service all day and talking to the wall! going through h*** till I reach the right person!
my phone shouled keep working without any interuptions and reliable costomor service when needed
Business Response
Date: 04/01/2024
Dear *****************************

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated March 26, 2024, regarding BBB Case number ******** complaint.

************************ concern alleges that his phone number was changed without his permission. He has called customer service, and he was told that this has already been done and it cannot be revised. He was transferred to the higher department and after a few questions the line got cut off.

Upon review, we were able to locate an account using the phone number provided, account is *************** provisioned. System is also showing that there are several calls pertaining to this issue. As per records, customer applied for Lifeline and *** on 3/25/2024, and Lifeline was approved on 3/26/2024. Benefits include 350 FREE monthly minutes & unlimited texts with 4.5GB/month of FREE data. However, *** status is still on pending. As per advice, new Affordable Connectivity Program (***) applications can be submitted until 9PM EST on February 7, 2024. *** is running out of funding and a possibility of program termination. Thus, we need to speak with the customer to provide complete assistance and to attend to this matter accordingly.

We spoke with ******************** on March 27, 2024, and he stated that he should still have ***/Unlimited plan until it ended. The cancellation happened when his phone number has changed without his permission. Enrollments for Lifeline and *** has also been cancelled, that is why he needed to re-enroll for the program in order for him to receive the same benefits, however, due to *** is no longer accepting new application, status is pending. We informed him that we will send an escalation for this issue and once we have an update, we will call him back ASAP. On April 1, 2024, we spoke again with ********************, and as per conversation, we inform him that the unauthorized change of his phone number escalation has been submitted, but unfortunately, for the *** concern, there is nothing we can do for it, since the enrollment has already been cut-off. He asked for any compensation since he did not request to cancel his ***, but unfortunately, we are not allowed to provide any compensation for this matter. ******************** ended the call without satisfaction.
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 1295301462.

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


Sincerely,

Executive Resolution Department
Customer Answer
Date: 04/02/2024

after submitting this claim i got back my number by calling back higher costumer service

in response to the claim, someone called me and said: "hi this is straight talk- sorry, safe link... actually its one company... (looks like the same virtually worker take calls for multiple companies)
she claimed to be the top manager of safe link but was unable to listen to my previous costumer support calls... and asked me to authenticate the account by receiving a code via text in order to see my account, this is something i have bad experience with... as once the stooped virtual worker has access to my account, all unexpected bad things can happen.
after making ***** that if any changes will be done without me i will report to the fcc, i gave the code and she "apologized" for changing my number due to a "glitch in the system" :)
is fact she was unable to give any compensation for taking away the acp. she was only able to "be sorry" and "apologize" and "escalate the matter"
i told her that i'm not sure if she is a manager in the company or a virtual worker with computer access to play "manager", as long she cant give me what i lost because of them. she tolt me again she is unable to give me anything, she can just "promise"?? that i will never loose my phone number again... and "escalate" the matter ??.
thank you again for contacting straight talk- emmm safe link...

Customer Answer
Date: 04/02/2024

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.
after submitting this claim i got back my number by calling back higher costumer service

in response to the claim, someone called me and said: "hi this is straight talk- sorry, safe link... actually its one company... (looks like the same virtually worker take calls for multiple companies)
she claimed to be the top manager of safe link but was unable to listen to my previous costumer support calls... and asked me to authenticate the account by receiving a code via text in order to see my account, this is something i have bad experience with... as once the stooped virtual worker has access to my account, all unexpected bad things can happen.
after making ***** that if any changes will be done without me i will report to the fcc, i gave the code and she "apologized" for changing my number due to a "glitch in the system" :)
is fact she was unable to give any compensation for taking away the acp. she was only able to "be sorry" and "apologize" and "escalate the matter"
i told her that i'm not sure if she is a manager in the company or a virtual worker with computer access to play "manager", as long she cant give me what i lost because of them. she tolt me again she is unable to give me anything, she can just "promise"?? that i will never loose my phone number again... and "escalate" the matter ??.
thank you again for contacting straight talk- emmm safe link...

Sincerely,

*****************************
Initial Complaint
Date:03/24/2024
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 a safelink government phone. It stop working with the internet. So I called them. They said that they would send me a new phone. So when the new phone arrives I tried to transfer my number over. They said that I had to pay for it. When I ordered it they said it was free. Then I asked to talk to a supervisor and they told me no.
Business Response
Date: 04/04/2024
Dear ***********************,
We received Better Business Bureau complaint ******** dated 03/25/2024.
Your complaint states that your phone stopped working and were informed that you would receive a replacement one. After the device was delivered you attempted to transfer the phone number, yet you were informed that you had to pay for the transaction.
In reviewing your phone number ending in ***************** the system. Our records indicate the phone number was transferred on 03/24/2024 per Ticket 1295131489 .
We attempted to contact you multiple times to the contact number ************ and email sent to ******************* on 03/26/2024,03/28/2024, 03/29/2024, 03/31/2024 and 04/01/2024 however, we were unable to reach you and you did not response our emails.
If you 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 1295222933

Thank you for choosing SafeLink Wireless
Initial Complaint
Date:03/23/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Firstly I have acp lifeline, and tracphone is abusing by not allowing me to transfer my services on a phone that I did not purchase from Tracphone; Secondly, Safelink began system updates on March 15th, and I have not had service yet I have had to travel for medical appointment with ****** requiring an active phone.Thirdly, I have explained to SafeLink I have partial paraylis and the importance of my phone, however they have refused to unlock "my own phone" until after April 12th and a 6.00 fee.Lastly, from March 15th, through the 18th, there were repeated calls, with hours upon hours spent with customer care with is logged into their notes attempting to have corrected service.NO such was ever restore, thus I have completed my due diligence in allowing Safelink to correct my service, and Norm in Unlocking esculated to unlock and Safelink will not complete.Please keep in mind, this is my phone, not Safelink-Tracphones, and I would appreciate your assistance to contact to email the unlocking instructions since service is medically necessary.
Customer Answer
Date: 04/01/2024
Tracphone, FCC and Federal Trade Commissions,

Please note, as indicated, you may submit a response via the Better Business Bureau in which a complaint was filed related to phone number ************
which no service was corrected with the many attempts logged from March 15th through March 18th; I will no longer respond except under the BBB!!.

Tracpgone's system updated which began on March 15th, and caused the issue of my phone now inoperable as a result and indicated previously and also
again logged for days and hours upon hours which I spent speaking with Trachone customer service, escalations and that contacted tech support as well.

ALL SAID CONTACT OCCURRED FROM A FRIENDS PHONE AND OR A ****** COMPUTER AND HEADSET NUMBER NOT THE PHONE.

As requested, contact via Better Business Bureau and note I have requested for the unlocking instructions for my phone, and additionally furthermore, I have
also contacted the Ftc, and the Fcc for assistance of and by Tracphone not allowing MY own purchased phone, not from Tracphone to be unlocked.

If there is further details or information such as **** number, again please contact through the BBB Complaint as previously filed and stated, and indicated in
the repeated messages since the BBB requires your response regardless within the specified time, however resolution may occur in doing so VIA THE BBB.

The Account number is ********* and upon response, once again through the BBB, I will then provide the **** number as I have made every attempt to
resolve however when Tracphone holds my phone as a ******, direct converations cease, again, note, CONTACT ONLY VIA THE BBB PERIOD.

Please be aware, I have given many days, and hours, upon hours, for which on a few occasions, customer service additonally did not contact at the scheduled
time, and then spent hours upon hours reexplaining, and as a disabled person, requiring my phone for ******** necessity, I have fully complied.

LASTLY, NOTE TO THE BBB, FCC, and FTC, thus regardless, this is MY phone for which I receive Lifeline APC benefits, and requires the unlocking instructions
any further delays are deemed as abusive in nature against a disabled person and a violation of my rights by illegally requiring I wait until April 12th and pay 6.00.

***********************
BBB File # ********
Business Response
Date: 04/04/2024
Dear ***********************:
We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated March 24, 2024, regarding BBB case # ******** complaint.
Your complaint states that you have Lifeline and the Affordable Connectivity Program (***) and ******** refuses to transfer your service to a phone you did not buy from Tracfone. Your service does not work since March 15 for an update on her phone. Customer support refuses to unlock your phone until April 12 or a $6.00 fee. Several attempts on fixing the phone with customer support were made, but to no avail.
Records indicate that you applied for the Lifeline and the *** benefit on 02/09/2024 and got enrolled on 02/12/2024. A pre-activated SIM card was sent to you on 02/12/2024 and delivered on 02/16/2024 at Midway,** as per **** tracking No. ********************************** and reference ticket No. **********. However, transaction records indicate that your *** was cancelled on 03/21/2024 as it was transferred to another service provider. As a result the plan was changed to Lifeline only benefit, includes 350 FREE monthly minutes and unlimited texts with 4.5GB/month of data.
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.
If you wish to reapply for ***, please note that the *** has announced that since Congress has failed to continue to provide funding,the *** has ended. 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 *** petition Congress to approve the *** Appropriation Bills in the House and Senate by visiting *************************************.
Based on the usage records we reviewed for your account during 03/15/2024 until 03/25/2024, indicates that a service interruption has occurred during that time. We ran a network diagnostic test, and we did not detect any network issues on the area, and all services records did not identify any issues that *** prevent you to use the services. However, please note that within coverage areas, there *** be significant limitations or interruptions in coverage that *** result in dropped and blocked connections, slower data speeds, or no data connectivity,as well as call interference. Many factors can cause this, including, but not limited to, the customer's device, network changes, traffic volume, network prioritization, network outages, technical limitations, signal strength,terrain, proximity to buildings, foliage and other obstructions, weather, and other factors. We require speaking with you to follow the proper troubleshooting steps.
Regarding the unlocking request, we have found that the **** number ending in 2129 is not eligible for unlocking as it has not been activated during 60 days after first activation.
Please note that as per our unlocking policy, all cellphones activated with Tracfone prior to November 23, 2021, on any carrier network, the cellphone will be remotely unlocked upon customer request after twelve (12) months of active ***************** If the Tracfone device was activated with new service on or after November 23, 2021, on the ******* network, then at least sixty (60) days must have elapsed since the device was activated. If it was activated on the AT&T or ******** network, then the cellphone must have been active with **************** for no fewer than twelve (12) months. If you have not met the required minimum period of active ***************** Tracfone *** unlock your device, but you will incur a charge of up to $300, depending on how long your Service was active prior to the unlocking request.
Our customer service system records indicate that the phone number ending in 0069 was transferred to another device on 04/03/2024 as per reference ticket No. **********. Usage records for this phone with **** ending in 1798 indicate that it was eligible to be unlocked, request was created on 04/04/2024 as per reference ticket No. ********** and phone is now ready to be unlocked.
We attempted to reach you multiple times via phone at ********** and email was sent to *********************** on 03/25/2024, 03/28/2024, 03/30/2024, 03/31/2024 and 04/04/2024; however, we were unable to speak with you. You have replied to our emails stating that you only wish to be contacted through the BBB. We responded suggesting continuing via phone as we could address this matter accordingly; however, we never received response from you with additional contact 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 ******* or Ticket Number 1295172168.

Sincerely,
Tracfone Wireless ****
Customer Answer
Date: 04/05/2024

Complaint: 21477374

I am rejecting this response because:
Firstly my services are supposed to include the following and I will be submitting a copy of the full document, as I find the importance of saving said documents considering Safelink and those companies alike fail to adhere to their own agreements;
Additionally, note, I do not have the plan with 350 mins per month, as it's nonsensical due to the fact all plan consist of unlimited verses their original 1000 min cap year ago
Review your SafeLink application
Affordable Connectivity Program Benefit
Unlimited Talk, Text & *************** & up to 10GB of Hotspot Data**
FIRST NAME LAST NAME
***********************
BIRTHDATE LAST 4 SSN
1971-12-13 9897
ADDRESS
**********************************************************************
Secondly I rejecting Safelinks response on the basis in the details within their own verbage state the following terms on the second page, bottom of the page, last bullet and further highlights the failure of the facts that I can not obtain service
LAST SENTENCE; IF I AM UNABLE TO RECEIVE SERVICE FROM A SPECIFIC PROVIDER, essentially is the exception to allow a transfer, and this includes both phone considering the first Safelink did not complete their contract by offering service in the service area, not myself having cancelled, and the second I transfer as my right when Safelink could not/did not restore service with the latter being as a result of updates that began on Safelinks system March 15th, and even further affirmed by the tech with Safelink that this in fact occurs after attempting restoration man days approx 6 and countless hours by multiple escalation supervisors which still could not restore however Safelink is again failing to adhere to their own agreement terms for transfers.
That I am limited to one affordable connectivity program benefit transfer transaction
per service month, except to reverse an unwanted transfer or if I am unable to receive
service from a specific provider.

Sincerely,

***********************
Customer Answer
Date: 04/10/2024
Complaint: ******** and 21477374

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.

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

Business Response
Date: 04/17/2024
Dear ***********************,
This is in reply to the April 11, 2024 , rejection to the response to Better Business Bureau complaint #******** .
Thank you for the additional comments and feedback.
For assistance with unlocking your phone, please contact the ******************** to receive instructions at ***********
The account with the phone number ending in 0069; it is active with Lifeline benefit, which includes 350 free monthly minutes, unlimited texts with 4.5GB per month of free data. 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. Coverage varies with locations, we apologize for the difficulties by you may be in an area with limited coverage. Please refer to the Safelink Terms and Conditions or additional information about coverage.
The FCC has announced that since Congress has failed to continue to provide funding, the *** has ended. T he Affordable Connectivity Program (***), which provided unlimited calls, and text with a specified amount of data, is running out of funding . There is a possibility of termination of the program 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.
The Affordable Connectivity Program (***) may end as early as April 30th. If this happens, you may no longer be eligible to receive the *** service. We will provide updates as they become available. Please send a Message to Congress ************************************* .
The Terms and Conditions are subject to change at any time, you can check our website for the most current Terms and Conditions.
Thank you for using Safelink Wireless.
************************** | Executive Resolution Specialist | TracFone Wireless, **** | ****************************************************** | ****************************** | *************** | Ext. 6142

Customer Answer
Date: 04/18/2024

In contacting Safelink as they indicated on their last response, they have not emailed the instructions as they indicated would occur, on by the 18th
and it appears they are constantly and purposely delaying.

Customer Answer
Date: 04/18/2024
Safelink has failed yet again after having spoken with numerous individuals on the 13th, 14th, and 18th upon requesting the unlocking instructions as they stated would be sent
per recorded calls with their company as well as I record all my calls for my records.

I have spoken to *****, *******, on the 13th, ****, ******, on the 14th, and ******, and **** on the 18th after still not receiving the instruction as I was told would be emailed.

Note for the BBB Records.
Business Response
Date: 04/18/2024
Dear ***********************,

This is in reply to the April 18, 2024, rejection to the response to Better Business Bureau complaint #******** .

Unlocking:A part of the unlocking process is that you will receive an email with the instructions to compete unlocking.

Please check the junk/spam folder. Due to the reporting that you did not get an email.

At that time, I spoke to the ******************** and provided you with the instructions to call the unlocking department for assistance; the agent assured me that the phone could be unlocked, and you will receive instructions by calling the number provided below
:

**********

Finally:The Safelink department does not perform unlocking, but will continue to assist you with any enrollment issues

Thank you for choosing Safelink Wireless to provide cellular service.

************************** | Executive Resolution Specialist | TracFone Wireless, **** | ****************************************************** | ****************************** | *************** | Ext. 6142
Customer Answer
Date: 04/22/2024

Complaint: 21477374

I am rejecting this response because I had not received the unlocking at the point I submitted this complaint to the Better Business Bureau;

While I am extremely disappointed in the way I have been treated for over a month, in addition to being without a functioning phone as a result of the updates which began March 15th
causing the issue with my phone, spending approx days and many endless hours speaking with support, escalations, and them reach out to tech support without correction success.

In furthermore having to travel as my usual routine three hours away for medical appointments and back without a phone as a disabled person hoping my vehicle would not have any
difficulties, however I knowing I would not be able to contact anyone directly, yet also knowing I would be with any at the mercy of any individual which may stop and or unknowns.

The entire situation has certainly made a deeply negative impression not to mention learning my previous phone had been locked as well when Safelink no longer offered service in my
service area and failed to complete the contract yet attempted to assign the blame upon my shoulders, however both phones were bmops and not purchased via Safelink/Tracphone.
It was only after the fact and in speaking with several people on the 13th, of which I was supposed to be provided the unlocking instructions on April 12th and contacted on the 13th still still yet to receive after speaking with three people that day alone, then two the next, and four on the 18th and certainly it should not have required such considering Safelink affirmed it's my own phone.
Safelink has and does abuse those disabled and their Lifeline-Acp programs and while your practices and people will remain the same, I thankfully will no longer be a part of your negativity.

***********************
Partial Paralysis in an RGO brace
Initial Complaint
Date:03/22/2024
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 receive government ****phone service through ACP through Cricket Wireless, but that service is ending April 1, 2024. I received a ****phone from Safelink ****phone service and contacted them. I told them my sifutation and they told me I would be elgible for lifeline ****phone service. I signed up for the Lifeline through Safelink. They did NOT tell me I would be without ****phone service for at least 7 to 10 BUSINESS days. . I am on a fixed income, totally disabled and I live by myself!!! I contacted them and told them this was unacciptable and I need service. They told me I could purchase minutes. I have NO money (that is the reason i'm on gov **** phone services). I live alone and if I have an emergency I have no way of contacting my family!!!
Business Response
Date: 04/04/2024
Dear Star *********,

We recently received Better Business Bureau complaint dated March 23, 2024, regarding BBB Case number ********.

************************** complaint states that she received a cellphone from Safelink Wireless; however, she was not told that she would not have service for at least 7 - 10 business days. She was told to purchase minutes to have service.

In reviewing ************************** account, it is no longer active due to her enrollment was cancelled. The device is supported with the upgraded network of ******* and VoLTE compatible device. In addition, a Lifeline ticket was created on October 24, 2023, with a reference number **********. She received her monthly benefits on March 28, 2024.

She also processed enrollment for Safelink Lifeline plus Affordable Connectivity Program (***) on October 24, 2023, and both enrollments were approved on October 26, 2023; her Safelink Lifeline was cancelled on December 11, 2023, due to no usage and redemptions. In addition,her Affordable Connectivity Program (***) was cancelled as well on November 3, 2023,due to customer's request to transfer benefits to another provider.

We attempted to contact ********************** multiple times via phone number ************ and e-mail ************************** on March 27, 28, 30, 1 and 4 of April 2024, but we were unsuccessful, we are still waiting to hear from the customer. She has not replied to our calls and emails.

To maintain active service, a consumer must make a call, send a text, or use their data (without Wi-Fi) every 30 days, as required by *** and Lifeline programs.

The customer reapplied for ******************** Lifeline plus Affordable Connectivity Program (***) on October 21, 2024, Safelink Lifeline was enrolled on October 28, 2023; and cancelled on April 1, 2024, due to another transfer of benefits to another provider at the customer's request. She did receive the benefits of 350 FREE monthly minutes & unlimited texts with 4.5GB/month of FREE data.

The Affordable Connectivity Program (***) was cancelled as well on April 1, 2024, because the primary benefit was cancelled which is Safelink Lifeline program. The *** has announced that since Congress has failed to continue to provide funding, the *** has ended. However, customers may still qualify for the **************** at www.safelinkwireless.com.New customers who applied after February 7th, 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 *************************************.

If ********************** wishes to reinstate her service or benefits she can reapply via our website at www.safelinkwireless, or she can purchase or add an airtime card with service days via My Account app/web,customer service, website, affiliated retailer stores, IVR or 611611.

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 1295295768.

Thank you for choosing SafeLink Wireless.

Sincerely,

Executive *********************
Initial Complaint
Date:03/22/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am a customer of **************** and have been for several years. I had a phone through them and still do. I broke the phone that I had with them but I was way over due for an upgrade anyway. They sent me another phone that was refurbished and it was broken right from the start and I let them know this. I went through customer service person after customer service person they kept hanging up on me. Ive been hung up on over 20 times. Everytime it came to the point where they would sent me another phone because this one was basically junk. The tray where you put the card in was broken when I took it out of the box. So all they did was hang up on me. So they have been getting paid for a phone that isn't working. And I am having to buy a prepaid phone. They need to either give me a phone that works or this line needs to be shut off.
Business Response
Date: 04/08/2024
April 06, 2024

***************** ************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated March 22, 2024, regarding BBB case # ******** complaint.
Your complaint states that you broke your SafeLink phone, customer support sent you another one, but it came with the *** card tray broken. You have contacted customer support to have another phone, but they are not giving assistance.
In our review, you applied for the Lifeline and the Affordable Connectivity Program (ACP) on 09/25/2022. Your Lifeline was enrolled on 10/17/2022, while your ACP was enrolled on 10/20/2022 with benefits that includes Unlimited Talk, Text and **************** plus Calls to ****** and ******, and up to 10GB of ************* However, our records indicate that your benefits were cancelled on 01/18/2024 due to non-usage.
Please note that only subscribers who actively use their SafeLink Service are eligible to continue receiving benefits. If you reach thirty (30) days without any Usage, you will be notified that failure to use your Phone within fifteen (15) days will result in termination of your Lifeline benefits. "Usage" includes any of the following: making a call; answering a call from someone other than SafeLink; sending a text message; using data services; purchasing airtime or data; or otherwise informing Safelink that you wish to continue participating in the SafeLink Program by contacting our ************************ at **************. If you wish to reapply for the Lifeline program, you may do so via our website at www.safelink.com.
On the other hand, we reviewed your account and we found that a replacement request was issued for your damaged phone on 11/23/2023 as per reference ticket No. **********. The replacement phone was sent to you as per *** tracking number 1Z7X28F00242171457. Interaction records show that you contacted customer support attempting to activate the service but had no avail in completing the request.
We have contacted you on 03/25/2024, 03/28/2024, 04/04/2024 and 04/06/2024 to the phone number **********; you have been informed about the status of your benefits and you have provided us the **** number of the phone that is defective. With this, we created a return label per ticker reference No. ********** on 03/28/2024, aiming to have the defective phone returned to our warehouse. Records indicate that the phone was returned on 04/05/2024 to *********, **, with the return *** tracking number 1Z6980XX9033102824. Thus, a replacement phone shipment was requested on 04/06/2024 with the ticket No. **********. The shipment will start in within the next 3-5 business days. You were informed about this turnaround time and agreed in doing an internal follow up until the phone is received.
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 **********. Based upon the foregoing, we will close this matter unless we hear from you.

Sincerely,

Tracfone Wireless Inc.

Customer Answer
Date: 04/11/2024

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:03/21/2024
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 business told me 4 times I had service with my phone for a year and and it keeps turning off etc . Now it turned off again. Ive done everything they have told me I need to do and everytime its something knew and every two , three days my phone service is disconnected . And I was told I had service for a year .
Business Response
Date: 04/05/2024
Dear ***************************:

We recently received BBB Case number ******** March 21,2024.

Your complaint states that your service has been disconnected multiple times and customer support has not provided you with the required assistance.
The account is active with the Lifeline benefit, which includes 350 monthly minutes, unlimited texts, 4.5 GB of mobile data. You applied for the Lifeline program on 3/8/2024 and were enrolled on the same date.

We have reviewed the account and determined that you did not receive your benefits, due to a technical issue that did not apply the benefits to your account when you initially enrolled.

Please note that the Affordable Connectivity Program (***) was cancelled on 3/13/2024. Records indicate that the benefit was transferred to another service provider at the customers request. Due to the cancellation of *** enrollment, your *** unlimited benefits ended on the same date.

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.

A customer may 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

Also note 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.

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 multiple times via phone at ************ and email to ************************* on 3/25/2024, 3/27/2024, 3/28/2024, 3/29/2024 and 4/5/2024; however, we were unable to speak with you and you have not responded to our emails.
If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST.
Please refer to Email Reference Number ******* and/or Ticket Number 1295166792.

Thank you for choosing SafeLink Wireless.
Initial Complaint
Date:03/21/2024
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.
Signed up for lifeline and acp. Got approved by safelink. National verifier approved me January 27,2024. Have called multiple times now to safelink and they keep saying phone is on the way and they never send it. Missed out acp Feb. , March and Now April. Govt. Ends acp in April and safelink is giving bonus month of May and will end June 01. Want my phone and want unlimited everything for 3 months that i missed to be added to June 01, giving me June, July, August, making unlimited end for me on Sept. 01. Can be contacted by email. Also, hoping to get a ******** phone.
Customer Answer
Date: 03/22/2024
Safelink enrollment number 179631242
Lifeline number
Q73900-43129
ACP number
B85450 10835

Customer Answer
Date: 03/22/2024
Earlier I think that I gave the wrong ACP number

I think I gave
B85450 10835
It should have been
B85450 10335

Business Response
Date: 03/29/2024
Dear *******************************:

We received Better Business Bureau complaint ******** dated March 21, 2024.

Your complaint states that you that you applied for Lifeline and *** and were approved by Safelink and National Verifier on 01/27/2024. You have been calling multiple times asking for the phone you applied for, but it has not been delivered yet and you have not been able to receive the service for Feb, March and April. You were informed that *** ends in April and Safelink is giving bonus month of May and will end on June 1. As resolution, you want their phone and unlimited service for 3 months that you missed to be added to June 1,provided on June, July, August and Sept 1. You want to get a ******** Phone and be contacted by email.

In our review, you applied for Lifeline and the Affordable Connectivity Program (***) benefit on 02/02/2024 and were approved in Lifeline on 02/14/2024 while *** enrollment remained pending. Please be informed that beginning February 7,2024, at 11:59 p.m. EST. The *** fund has been depleted and is no longer accepting new enrollment applications. This will no longer be offered until funding for the program is secured to enable additional enrollment. 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 *** petition Congress to approve the *** Appropriation Bills in the House and Senate by visiting *************************************.

If you would like to apply for a free phone, you will need to apply for Lifeline only via www.safelink.com and/or complete the process at ******************************** can also contact the National Verifier for assistance at **************.The support center is open 7 days a week, from 9:00 a.m. to 9:00 p.m. EST. It might take 7 to 10 business days for the process to be completed.

We have attempted to reach you multiple times via email ****************** on 03/21/24 and 03/22/24, but you did not reply to our emails. However, we received an email response from you on 03/23/24 providing us with the available days and time for you to be reached at your fathers house phone number, ************. You also mentioned that you completed all the requirements with Lifeline and *** and were approved on their end, as National Verifier informed you that the issue is on SafeLinks end, as you were approved on 02/01/24.

We contacted you via phone ************ on 03/25/24 to discuss the status of their enrollments and the free phone; we suggested you cancel both Lifeline and *** applications to be able to apply for a free phone through Lifeline only since the *** run out of funding. You agreed with the instructions and mentioned that *** inquire the application later. Therefore, your case was pending for a follow up to properly address your concern.

We have attempted to reach you via phone ************ and email ****************** on 03/29/24, but we were unable to speak with you again. However, you responded to one of our emails stating that you did not miss any documents, and National Verifier informed you that Safelink did not complete the follow up of their Lifeline and *** applications. You were also informed that you were approved for both applications and that the phone was on the way, but you did not receive the device as of today.

It is required for you to cancel their enrollments to process a new Lifeline application and apply for a free phone.

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 **********.

Thank you for choosing Safelink Wireless.

Sincerely,

Tracfone Wireless Inc.
Customer Answer
Date: 04/01/2024
I sent in attachments of where I was aproved. Trac Phone or Safelink said that I did not respond to their emails. I responded to all of their emails. They contradict thrmselves and state that I responded with contact information using my dad's number as contact. They also state that I responded stating that I provided all requirred documents. This shows that I did respond to their emails. They claim that they could not reach me by phone, but I gave them 2 Days and 2 Times to call me. They called outside of that time frame. They called in the morning and I Said thatvI could be reached 5-7 p.m. on the 2 days that I provided. I don't agree with them and they are twisting the facts and leaving out important ingormation. They know that I am right.
Customer Answer
Date: 04/02/2024

Complaint: 21463943

I sent in attachments of where I was aproved. Trac Phone or Safelink said that I did not respond to their emails. I responded to all of their emails. They contradict thrmselves and state that I responded with contact information using my dad's number as contact. They also state that I responded stating that I provided all requirred documents. This shows that I did respond to their emails. They claim that they could not reach me by phone, but I gave them 2 Days and 2 Times to call me. They called outside of that time frame. They called in the morning and I Said thatvI could be reached 5-7 p.m. on the 2 days that I provided. I don't agree with them and they are twisting the facts and leaving out important ingormation. They know that I am right

Sincerely,

*******************************
Business Response
Date: 04/09/2024
Dear *******************************,

We reviewed the account, and we were able to find that Mr. ******************************* applied for Lifeline and the Affordable Connectivity Program (***) benefits on 02/02/2024 and approved in Lifeline on 02/14/2024. Your *** application, on the other hand, remain in pending status, due to missing or incomplete information on the application.

Mr. ***** 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 *************************************.

Mr. ***** please be advised if you are still eligible to receive lifeline benefits you may apply via online to www.safelink.com.

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
Customer Answer
Date: 04/09/2024
Safelink or Trac phone finally admits that I Applied for and was approved for both the *** and Lifeline programs. But, they said that my applications were pending due to me not submitting information or documents. This is not true. I submitted all of my information and documents. I also, verified this through the national verifier, and they told me if I did not receive a phone, then it was because safelink stopped following through and the problem was on their end. Safelink has now since, rejected my application on March 30. Also, if *** was put on hold, then I qualified free a free phone and service through the Lifeline program. Even safelink admitted that I qualified through the lifeline program, and they still did not give me a free phone or service. Safelink or Trac Phone dropped the ball on their end. I don't agree with their resolution and i'm *********** a free phone and service through lifeline. Also, they did not try to resolve my concerns. Everytime, that we set up a phone call back through my fathers number, then Safelink or Trac Phone, would call back, outside of those hours. For instance, call back would be set up between 5-7 p.m., and they would call between 1- 11:30 a.m. , and say I missed their call and that I failed to contact them.They did this deliberately. I also returned all emails to them, and they would say that I did not respond. I responded eveytime. All of these problems are through Safelinks end. I do not **** with Safelink or their assessment.
Customer Answer
Date: 04/10/2024

Complaint: 21463943

Safelink or Trac phone finally admits that I Applied for and was approved for both the *** and Lifeline programs. But, they said that my applications were pending due to me not submitting information or documents. This is not true. I submitted all of my information and documents. I also, verified this through the national verifier, and they told me if I did not receive a phone, then it was because safelink stopped following through and the problem was on their end. Safelink has now since, rejected my application on March 30. Also, if *** was put on hold, then I qualified free a free phone and service through the Lifeline program. Even safelink admitted that I qualified through the lifeline program, and they still did not give me a free phone or service. Safelink or Trac Phone dropped the ball on their end. I don't agree with their resolution and i'm *********** a free phone and service through lifeline. Also, they did not try to resolve my concerns. Everytime, that we set up a phone call back through my fathers number, then Safelink or Trac Phone, would call back, outside of those hours. For instance, call back would be set up between 5-7 p.m., and they would call between 1- 11:30 a.m. , and say I missed their call and that I failed to contact them.They did this deliberately. I also returned all emails to them, and they would say that I did not respond. I responded eveytime. All of these problems are through Safelinks end. I do not **** with Safelink or their assessment.

Sincerely,

*******************************
Business Response
Date: 04/10/2024
Dear *******************************,

We reviewed the account, and we were able to find that Mr. ******************************* applied for Lifeline and the Affordable Connectivity Program (***) benefits on 02/02/2024 and approved in Lifeline on 02/14/2024. Your *** application, on the other hand, remain in pending status, due to missing or incomplete information on the application.

Mr. ***** 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 *************************************.

Mr. ***** please be advised if you are still eligible to receive lifeline benefits you may apply via online to www.safelink.com.

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
Customer Answer
Date: 04/10/2024
If the case id being closed out , then I want this statement to be included. I'm dis-satisfied with Safelink Wireless and their resolution. Safelink did not try to resolve my issues. I dealt with Safelink through phone calls and emails. I even tried to resolve this matter through the BBB. Safelink Wireless failed to provide a resolution. Safelink Wireless did not want to provide a resolution. Very unsatisfied with Safelink Wireless.
Customer Answer
Date: 04/10/2024
If the case id being closed out , then I want this statement to be included. I'm dis-satisfied with Safelink Wireless and their resolution. Safelink did not try to resolve my issues. I dealt with Safelink through phone calls and emails. I even tried to resolve this matter through the BBB. Safelink Wireless failed to provide a resolution. Safelink Wireless did not want to provide a resolution. Very unsatisfied with Safelink Wireless.
Initial Complaint
Date:03/20/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I started having issues sending and receiving text messages from certain contacts. It would say "message blocking is active". Then I could not get any WIFI service once I left my house. I called SafeLink last month and they told me I needed to purchase a new sim card. I did and called SafeLink back to install. They told me that the sim card I purchased was the wrong one so they would send me the correct one and once I receive it to call them back. I got it in the mail and called them yesterday. After spending over an hour on the phone and being transferred to many different departments, I finally spoke with a manager who wasted more of my time. She said she was working on some diagnostic testing and that she would call me back in 30 minutes and she never called back, and my phone is still broken. I tried calling back this morning and they wanted to redo all the work that was already done. I asked to speak to a manager and of course they could not transfer me. I hate calling this company bc they have the worst customer service!!! Not to mention the language barrier. It's impossible to speak to anyone in the ***. I want an English-speaking representative to call me back that knows what the heck they are doing, Also, I want my phone fixed!! SafeLink has the worst customer service!!!!
Business Response
Date: 03/29/2024
Dear *************************:

We received correspondence Better Business Bureau dated March 20, 2024, regarding BBB case # ********.

              Your complaint states that you were unable to send and receive text messages from certain contacts. You got the message: message blocking is active when sending texts. You are having also issues by connecting to the internet when you are out of your house. You were advised to buy a new *** card, you did; however, you were advised the *** card was not compatible. We sent another *** card; it was activated and the service still not working.

              We reviewed the account, and we found the phone and service active however,there is no usage for text and mobile data. Usage records show you can make and receive phone calls.

              In reviewing your account is active with the Lifeline Program benefit, which includes ***** free monthly minutes and unlimited texts with 4.5GB per month of free data. You applied for the program on 08/11/2015 and were enrolled on 08/14/2015. Transaction
records show that the benefit is attached to the account and being issued every month. Call records show that the phone is being used.
             On 03/22/2024 we created the ticket # ********** to send a new ******* compatible *** card to you. The *** Card was shipped out with the tracking # 1Z85W83R0162641013 from **** and delivered to your address to ***********, **, on 03/26/2024. Our records show we successfully transferred your phone number ending in 0702 and the service to the new *** card on 03/28/2024. Usage records show the phone service is being used.

We contacted you on 03/29/2024 to the phone number **********; you were able to confirm that all the features on the phone, voice, text and data are working.

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 1294924771.

Thank you for choosing Safelink Wireless.

Sincerely,

Tracfone Wireless Inc.

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