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

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

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date: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.
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.
SafeLink is currently offering unlimited talk and text plus data when an all actuality, you only get 300 minutes of talk which is absolutely unreasonable. they're being sneaky with the words "plus data" to make it seem like it's unlimited but it's not, but they're not being tricky about saying unlimited talk. it's just blatantly lying, it's not unlimited talk. I just switched this company, getting my phone number ported it over to them took literal hours because the agents kept hanging up on me. I was called at cordial and polite as could be but they kept hanging up because they didn't know how to port my number. I've made six phone calls now and the data still doesn't even work All it does is talk and text (which is limited) when you sign up for the service, it says in the fine print that it's unlimited talk and text as well, it says nothing about 300 minutes. they blame this on ACP running out of funding, but they're not telling their new customers that anywhere the fine print or terms of service when you sign up. so I just ported my number to a company for no reason and now I got to poured over to a new company, but because my number is now officially only a day old, I won't be eligible for any promotions from any other company.
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 20, 2024, regarding BBB case # ******** complaint.
Your complaint states that you ported your mobile number to obtain more benefits, but you are just receiving 300 minutes and customer support has not provided you with the required assistance.

Our records indicate that you successfully ported your number to SafeLink on 3/19/2024; per ticket reference No. 1294809096.

In reviewing your SafeLink account is active with the Lifeline benefit, which includes 350 minutes, unlimited texts and 4.5 GB of mobile data. You applied for the Lifeline program on 3/8/2024 and were enrolled on 3/11/2024. 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 SafeLink account indicates that an application for the Affordable Connectivity Program (ACP) was submitted on 3/8/2024. However, National Lifeline Accountability Database (NLAD's) records indicate that your application is pending as of 3/29/2024, due to missing or incomplete information in the application. Therefore, until the missing or incomplete information is provided, your application cannot be processed and will remain in pending status. You can check their application status with the National Verifiers Customer Portal, via checkLifeline.org. Additionally, the ****************************************** can be contacted for further assistance and guidance.

Before enrolling with SafeLink, consumers must apply for Lifeline and ACP benefits using the National Verifier. This is required to ensure that only qualified households receive Lifeline and ACP program benefits. NLAD requires applicants to provide accurate and complete information to verify eligibility for Lifeline or ACP programs. Having incomplete or missing information on the household worksheet, proof of identity, or proof of address can cause processing delays.

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 3/21/2024, 3/22/2024, 3/25/2024, 3/26/2024 and 3/29/2024; 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 ******* or Ticket Number 1294922503. Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing SafeLink Wireless.
Initial Complaint
Date:03/17/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was receiving lifeline and acp benefits and using my phone service daily (as required) when all of a sudden my phone stopped working out of no where so I began paying 27.31$ to keep my number active while the issue was resolved. I paid this amount on 7/2,7/28 and 7/30/2023 plus I used a 35$ pin top up card that was in my reserve and still got no service. So I switched to straight talk there sister company in order to continue using the same device from 9/1 till 12/30/2023 even though my service was approved and I was enrolled i was still forced to pay. I've requested a refund and been ignored even though I'm currently still a SafeLink and straight talk customer.
Business Response
Date: 04/02/2024
Dear ***********************************:

We recently received BBB Case number ******** March 18, 2024.

********************** complaint states that he is receiving Lifeline and ACP benefits using his phone daily, when suddenly, his phone stopped working out of nowhere. Now, he wanted to have a refund.

Using his name, we locate an inactive account, with information in purchase history that fits to his complaint. His enrollment ID number ********* was applied on 11/03/2022 and enrolled on 11/04/2022. But was canceled on 05/24/2023, due to no active Safelink phone or no usage. ACP was applied on 02/23/2023 and enrolled on 02/24/2023; and canceled on 05/24/2023, due to non-usage.

The Account was deactivated; the customer is no longer enrolled in the ********************** program. If the customer would like to continue receiving benefits they will need to reapply. A customer may transfer his or her [Lifeline or 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 through the previous service provider.

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 need to validate the account with him, to process a refund.

On 03/29/2024, he replied thru e-mail and provided his serial numbers, but when we check on the serial numbers. Each one of them are not found in our system. To continue with this complaint, the customer to provide information about his account.

************************ can contact the next available Resolution agent ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to reference e-mail number ******* and Ticket Number 1294920753.

Thank you for choosing Safelink Wireless.


Sincerely,

Executive Resolution Department

ceb1ccabalquinto - Mon Apr 01 2024 18:19:29 EDT
***Inbound***
-We received a call from ********************* phone number **********. He is calling about his refund request with the *** 356862627713525.

-Lifeline Enrollment: *********, he opted to reuse previous phone. *** ***************.
-He applied on 7/27/2023 and was qualified on 8/10/2023 and was waiting for Tracfone activation, but it was cancelled on 9/11/2023 due to state agency request.

Furthermore, ************************ had a previous Lifeline/ ACP enrollement. ********* and 169485477.
He applied for Lifeline on 11/3/2022 while he applied for ACP on 2/23/2023
, but both was cancelled on 5/24/2023 due to no active Safelink phone.

-We determined that when he paid for regular service on 7/1/2023, 7/27/2023 and 7/29/2023, he was not enrolled for the program. We need to check if their was usage for the days service was added but the account needs to be validated first. We forward escalation to bypass authentication. TAT 24 to 72 hours.

-Customer will send via email a copy of the physical card front and back with receipt.
Customer Answer
Date: 04/03/2024
I've been communicating with the business and I've given them all the requested information via email and I've called them 2 times to clarify yet no refund. They continue to beat around the **** instead of proceeding with the resolution I've supplied bank statements, payment serial numbers as well as screen shots of the pin top up cards and receipts. Still nothing
Customer Answer
Date: 04/03/2024

Complaint: 21446876

I've been communicating with the business and I've given them all the requested information via email and I've called them 2 times to clarify yet no refund. They continue to beat around the **** instead of proceeding with the resolution I've supplied bank statements, payment serial numbers as well as screen shots of the pin top up cards and receipts. Still nothing

Sincerely,

***********************************
Business Response
Date: 04/11/2024
Dear ***********************************,

We have received and reviewed your complaint. We would like to apologize for the inconvenience you have experienced with our services.
This mater is under review, and we will provide you with a resolution to this matter.

Thank you for choosing Safelink Wireless.

Sincerely,

*************************
Safelink Wireless
BBB Specialist
Business Response
Date: 04/15/2024
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 0738 but unsuccessful in reaching you.

Reviewing this matter, we will need to verify we will need to get your preferred contact number and account information as per security purposes to have this matter resolved.

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
Customer Answer
Date: 04/17/2024
I've given all requested information is: serial numbers of transactions, pictures of receipts, dates, ECT. To no avail. They act as if they are not responsible when they 100% are.
Customer Answer
Date: 04/17/2024

Complaint: 21446876

I am rejecting this response because:
I've given all requested information is: serial numbers of transactions, pictures of receipts, dates, ECT. To no avail. They act as if they are not responsible when they 100% are.

Sincerely,

***********************************
Business Response
Date: 04/18/2024
Dear ***********************************,

As stated to you via email as per security questions I will need to authenticate the account to provide a resolution to this matter. You may reach me via email directly to *************************.  My hours of operation are Monday through Friday from 8:00 am to 5:00 pm EST.
Thank you for choosing Safelink Wireless.

Sincerely,

Jany Cernadas
Safelink Wireless
BBB Specialist
Customer Answer
Date: 04/19/2024
Now SafeLink is attempting to tell me that my security questions answer is wrong when it being my mother's maiden name (*******) is definitely correct. Therefore preventing me from receiving my refund. I've validated my account numerous times already this issue should of been resolved by now
Customer Answer
Date: 04/19/2024

Complaint: 21446876

Now SafeLink is attempting to tell me that my security questions answer is wrong when it being my mother's maiden name R.........is definitely correct. Therefore preventing me from receiving my refund. I've validated my account numerous times already this issue should of been resolved by now

Sincerely,

***********************************
Business Response
Date: 04/24/2024
Dear ***********************************,

As stated to you via email as per security questions I will need to authenticate the account to provide a resolution to this matter. You may reach me via email directly to *************************.  My hours of operation are Monday through Friday from 8:00 am to 5:00 pm EST.
Thank you for choosing Safelink Wireless.

Sincerely,

Jany Cernadas
Safelink Wireless
BBB Specialist
Customer Answer
Date: 04/24/2024
I've authenticated my account multiple times now via both email and phone call and still have not been able to move beyond that point in finding a resolution as a matter of fact I was informed that I "was not eligible for a refund for the serial numbers provided" due to having used 100 minutes in-between the 3 payments calling 611 611 the service providers direct link. I've also provided screenshots and receipts and matching serial numbers for the 35$ pin top up cards that were erroneously and incorrectly placed in reserve on my previous account which is what I was told all was left to do to receive my refund and yet still no refund of any kind.
Customer Answer
Date: 04/25/2024

Complaint: 21446876

I've authenticated my account multiple times now via both email and phone call and still have not been able to move beyond that point in finding a resolution as a matter of fact I was informed that I "was not eligible for a refund for the serial numbers provided" due to having used 100 minutes in-between the 3 payments calling 611 611 the service providers direct link. I've also provided screenshots and receipts and matching serial numbers for the 35$ pin top up cards that were erroneously and incorrectly placed in reserve on my previous account which is what I was told all was left to do to receive my refund and yet still no refund of any kind.

Sincerely,

***********************************
Business Response
Date: 04/25/2024

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

On April 25th, 2023, a refund has been processed for $64.19.
As you have been advised please allow 30 business days to receive the check via mail.
All the above information has been provided so we will consider this matter as a final response.
Thank you for choosing Safelink Wireless.

Sincerely,

Jany Cernadas
Safelink Wireless
BBB Specialist
Customer Answer
Date: 04/25/2024
I have explained that I cannot cash a check. Yet they refuse to return the payment to my credit card as I've requested. This is tantamount to not even paying me my refund. And they still have not refunded me for me 2 air time pin top up cards that were in reserve on my account. They are a huge company part of ******* and net 10 they can definitely return it to the form of payment used when making the transaction no matter how long it's been I CAN'T CASH A CHECK
Customer Answer
Date: 04/29/2024

Complaint: 21446876

I have explained that I cannot cash a check. Yet they refuse to return the payment to my credit card as I've requested. This is tantamount to not even paying me my refund. And they still have not refunded me for me 2 air time pin top up cards that were in reserve on my account. They are a huge company part of ******* and net 10 they can definitely return it to the form of payment used when making the transaction no matter how long it's been I CAN'T CASH A CHECK

Sincerely,

***********************************
Business Response
Date: 05/07/2024

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

We do apologize. As a courtesy on April 25th,2023, a refund has been processed for $64.19. ******************, as advised,we have no other options in issuing you a refund.
As advised you will receive the check via mail within 30 business days.
All the above information has been provided so we will consider this matter as a final response.
Thank you for choosing Safelink Wireless.

Sincerely,

Jany Cernadas
Safelink Wireless
BBB Specialist
Initial Complaint
Date:03/12/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My safelink continually stop working ii talk to them and they say they will take care of it then a week or a month later ******* the same thing again I've talked to supervisor and it still goes on it a government phone so I don't pay for it but should this be going om I need the phone to keep in contact with people and it KEEPS going on
Customer Answer
Date: 03/13/2024
Ive been with safelink for id say about 10 years they are good at least they were,like everybody else isnt putting them down and I think they should the way treat people,like I said they were good for me at first,but now it it all hill from here,if I could just get them to fix the 0hine from or safelink from shutting my phone off,people call me ask me whats wrong with your phone what am I suppose to tell them

Business Response
Date: 03/15/2024
Dear *******************************,
We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated March 12, 2024 regarding BBB Case number ******** complaint.

********************** concern alleges that his Safelink phone stops working. ******** stated that he already spoke with a supervisor and still encounter same issue. He also complaint that since it's a government phone he doesn't need to pay for the service.

Upon review, account active and provisioned on the system. There is a Lifeline enrollment Id attach but as per checking through vault account is already cancelled due to non-usage for 30 days.

We attempted to contact ******************** on March 14, 2024, 3:59 PM EST via phone number **********, but to no success routed to voicemail and left a message. On Thu, Mar 14, Reiwa 6 at 3:23?PM, we received reply from the customer through her email and stated that he really wants to talk to a real person. We spoke with the customer today, March 15, 2024, 12:19 PM EST via phone number **********, but after a couple minutes while I'm working on the account and asked for a minute customer disconnect the call, so I made a callback at 12:27 PM EST as per conversation with the customer we informed him that one of the reasons why his enrollment with Lifeline is cancelled because of non-usage. So educated customer that he needs to reapply with the program and once he approved, he should make sure to use the phone at least once for 30 days to avoid cancellation of service. So, customer agreed to reapply with the service.

*No further assistance needed.
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 1294493869.
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:03/12/2024
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 was approved for SafeLink service through the lifeline program.. my ticket # is ********** and my enrollment is is#*********.. well I still have not received the phone or **** card and when I check my account,it says my enrollment has been cancelled..why am I cancelled and never received any phone or kit..
Business Response
Date: 03/14/2024
Dear ***********************:

We received Better business bureau complaint # ******** dated March 12, 2024

Your complaint states that you applied and were approved for SafeLink, but you have not received the Phone or SIM card to start using the benefits and your account reflects that your enrollment has been cancelled.

We reviewed your account which reflects your Lifeline and Affordable Connectivity Program (***) cancelled on 3/10/2024, because records indicate that the *** benefit was transferred to another service provider at the customers request. Due to the cancellation of Lifeline benefit, your *** enrollment was deemed unqualified as the primary benefit which was Lifeline was cancelled and your service ended on the same date.

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.

Our records indicate that you reapplied for service with SafeLink via our website www.safelinkwireless.com on 3/12/2024 for Lifeline and *** benefits. You were approved for Lifeline and the service is active as of 3/14/2024. Usage records verify that the benefits are applied, being used, and the phone is working properly. On the other hand,your application for the *** is pending ever since it was submitted because the A?ordable Connectivity Program (***) is running out of funding and a possibility of program termination which has a potential impact on customers broadband. Customer had the opportunity to submit new applications until 2/7/2024, due to current funding.

Our records show that your SafeLink smartphone was efficiently delivered by **** in **********, ** on 3/12/2024. Please remember that the delivery process take within 7-10 business days after your application is approved; per tracking No. 4207690492748903031358513047510725.

We spoke with you via phone at ************ on 3/14/2024; we discussed the findings in your account, and you confirmed that the phone was received, the mobile service was reinstated, and no additional assistance was required.

If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST.
Please refer to email reference number ******* or Ticket Number 1294417555.

Thank you for choosing SafeLink Wireless.
Initial Complaint
Date:03/08/2024
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 have applied to your company never gotten my phone but was approved, never was sent to me and others have came around ****** the same phones around the city , and they have hacked my phones people that they have given phones to also the salers. I need to see if my phone has been hacked and on your network all if so report it to apd in ************* detective division **************** , cause they been hacking to slander and keep getting away with money from lottery stolen from me. And names of who phones my phone is on as well it's an android and a *********** I reporting them and those doing it has mykids DNA and can be anyone . But no one should be on my phone or me on there's cause they know how to switch it as well.....
Customer Answer
Date: 03/11/2024
people have been hacking my phones and enternet and been on my network,
since 2016 trying to cover up lottery money they been committing larceny
with......... hacking all my devices and I signed up for this company I
was approved but haven't gotten my phone at all, and people been around
****** them and giving them away, and they who sold them and the ones
they gave them to , been hacking want to check to see if they been on my
network and devices, phone ipad, tablet, computer, etc. android,
iphone.........samsung, and android. ........ if they have report it to
the detective division , ****************, at the location ********************************
********** ,** *****. ...........
Contact by business
Business Response
Date: 03/18/2024
Dear *********************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated March 08, 2024, regarding BBB case # ******** complaint.
              Your complaint states that you applied and approved for the Lifeline Program with Safelink and you never received the phone.

          You have not responded to our attempts to contact him/her at phone number ending in 6475. You did not provide an alternate number, email address or account information. We searched our system by using your name and contact number and were unable to locate an account in our system.

           We reviewed your Safelink Application and we found you applied for the Lifeline program with Safelink Wireless on 08/09/2023; however, on 09/25/2023 the application was rejected because you did not finish qualifying through the Lifeline National Verifier and you have a duplicate address of another subscriber. You reapplied again, for both benefits, Lifeline and *** on 10/23/2023, and you were deemed unqualified for Lifeline on 12/11/2023 because you have not qualified through the Lifeline National Verifier yet; and the *** application was rejected for the same reason.

We have attempted to reach you multiple times via phone ********** and via email ************************** on 03/11/2024, 03/12/2024, 03/13/2024, 03/15/2024 and 03/18/2024, however, you have failed to respond our emails.
If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST.
Please refer to email reference number ******* or Ticket Number 1294310202. Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Safelink Wireless.
Sincerely,

Tracfone Wireless ****
Initial Complaint
Date:03/04/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This company has lied numerous times. They refuse to give me any information. I have been without phone service for almost a month now. Technical support is very rude. Always told a supervisor will call me back. Never happens. *** asked for my transfer pin and account number. They refuse. Because of my employment it is very important I dont not lose my phone number. It has been 5 days of calling 3 times a day. I spend over 2hrs on the phone. This company has zero consideration for customers needs. I need my information or the phone fixed before I lose my number.
Business Response
Date: 03/15/2024
Dear ***********************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated March 04, 2024, regarding BBB case # ******** complaint.

Your complaint states that you were without phone service for 1 month and now you are requesting to port out your number to another carrier. You are requesting the account number and transfer pin.

In reviewing your ******************** account is active with Lifeline and the Affordable Connectivity Program (ACP) benefit, which includes Unlimited Talk, Text and *************** and up to 30GB of ***************** international calls to ****** and ******. You applied for Lifeline on 06/30/2023 and for ACP program on 02/26/2024 and were enrolled on 07/02/2023 for Lifeline and on 02/26/2024 for ACP. 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.

Safelink 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 were unable to process the requested port out, because you were unable to authenticate your account.
To proceed with the porting-out process from Safelink, you will need to have your account number, and transfer pin (NTP). To receive a Number Transfer Pin (NTP), you must text keyword "NTP" on the device in use to ******, the 4-digit Transfer *** will be sent to the phone; however, the *** is time-sensitive.

We have attempted to reach you multiple times via phone ********** and via email ************************ on 03/05/2024, 03/06/2024, 03/11/2024, 03/12/2024 and 03/15/2024, however, you have failed to respond our emails.

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

Please refer to email reference number ******* or Ticket Number 1293935292. 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:03/03/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
THIS IS A CELL PHONE DEVICE THAT IS EXTREMELY DIFFICULT TO USE ; I HAVE TRIED TO USE SAFELINK'S CUSTOMER SERVICE, BUT THEIR SERICE PEOPLE HAVE GREAT DIFFICULTY WITH THE ENGLISH LANGUAGE. I AM POITELY REQUESTING A REPLCEMENT DEVICE THAT OPERATES LIKE A NORMAL AND TYPICAL CELL PHONE DEVICE. THANKS TO EVERYONE INVOLVED.
Business Response
Date: 03/14/2024
Dear *************************** Dr. ************* have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated March 03, 2024, regarding BBB case # ******** complaint.
Your complaint states that your device is difficult to use, and you are requesting a replacement phone.

             In reviewing your Safelink account is active with Lifeline and the Affordable Connectivity Program (***) benefits, which includes Super Unlimited Talk, Text and **************** free International Calling and up to 20GB of ************* You applied for Lifeline and the *** program on 11/13/2023 and were enrolled on 11/15/2023 for *** and on 11/21/2023 for Lifeline. Transaction records show that the benefits are attached to the account and being issued every month. Call records show that the phone is being used.

            Our records show, the ticket No. ********** was created to replace your device, because you are unable to hear or being heard when talking from the phone. The phone was shipped out with the tracking No. 1Z7X28F00256630005 from **** and delivered to your address to *******, **, on 03/13/2024.

We have attempted to reach you multiple times via phone ********** and via email ***************************** on 03/05/2024, 03/06/2024, 03/11/2024, 03/12/2024 and 03/13/2024, however, you have failed to respond our emails.
If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST.
Please refer to email reference number ******* or Ticket Number 1293933702. 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:03/01/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was approved Jan 8 2024 I was told 7 to 10 days to receive my lifeline phone I have spent hours on phone with safelink each time they claim they have sent then I called back and they confirm they never sent
Business Response
Date: 03/19/2024
Dear *************************:

We have received regarding BBB case # ******** dated March 2, 2024.

Your complaint states that you were approved for Lifeline, and you have not received the replacement phone yet.
In reviewing, your SafeLink account is active with the Lifeline benefit, which includes 350 minutes, unlimited texts, and 4.5 GB of mobile data. You applied for the Lifeline program on 3/6/2024 and were enrolled on the same date. Our records show that you requested a free smartphone, and it was returned to our warehouse on 1/25/2024 by ***** per tracking reference No.4208823292748903031358513045325710.

We spoke with you via phone at ********** on 3/6/2024; we discussed the findings in your account, rectified shipping address and issued a replacement request for your non-received phone; per ticket reference No. 1293986357.

*** tracking number indicates 1Z7X28F00256448203 that the phone will be delivered by *** by March 19, 2024; therefore, we contacted customer, and she informed us that she was still waiting for the phone and agreed to call her back.

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 1293935917.

Thank you for choosing SafeLink Wireless.
Initial Complaint
Date:03/01/2024
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.
I was following the instructions provided by safelink to transfer my existing phone number with my previous provider by calling ************** where I was connected with customer service who did not know how to transfer a number from a pervious provider. I had to spend over 10 minutes asking to be connected to a manager, supervisor, lead, or anybody that is familiar with number portability. Eventually I was transferred to another customer service rep who gave me the phone number to their local number portability department. Once I was connected to the correct department I was asked to provide a ticket number. I have them the ticket number of ****** that had been given to me by a previous representative. The lnp rep informed that the ticket number i have was wrong but she could still look up my account. After her review I'd need my Spectrum account number and pin but when I provided the information as requested I was told that my pin was incorrect and that I need to call Spectrum myself to get a transfer pin. After I agreed to call spectrum I asked the safelink representative for the ticket number that the representative asked me to verify at the beginning of the call and was told that there is no such number and that they don't give out ticket numbers. When I asked what that number was that they asked me for initially I was apologized to for the misunderstanding and informed that I needed the pin from spectrum not the account pin that I provided but some other transfer pin that I need to get by calling my old provider and asking them to initiate the transfer. I don't believe that I've been given is correct. I've never had such a hard time transferring my number between providers
Business Response
Date: 03/20/2024
Dear Carramia Sellers:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 03/01/2024, regarding BBB case # ******** complaint.

Your complaint states that upon deciding to transfer your phone to number from your former service provider to Safelink Wireless you encountered many impasses and misunderstandings with the information required to perform the process provided to you by our customer support team.

In reviewing your SafeLink Wireless account for the phone number ending in 9913, it is active with the Affordable Connectivity Program (***) base plan which includes unlimited minutes, unlimited text messages and 14 GB of high-speed data per month.

Records verify that you applied for the *** on 02/06/2024, qualified and successfully enrolled on 02/07/2024. With this application, a Safelink SIM card was issued to you as per Reference Ticket No. **********, delivered by **** with tracking number ********************************** on 02/15/2024 in *************, **.

Transaction records indicate that the phone number ported in on 03/01/2024,Reference Ticket No. **********. Usage records confirm that the service is being used and the phone is working.

We spoke with you via phone at ************ on 03/05/2024 and you reassured that despite being able to complete the port in transaction, it was a tremendously problematic process as you had to contact your previous service provider to request the required information and you were pushed to acquire a third device to communicate with the two companies. Nevertheless, you informed that given that the line and device are properly working, no further assistance would be needed regarding the matter.

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 ******* or 1293944794.

Thank you for choosing Safelink Wireless.

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