Business Profile

Cell Phone Supplies

Safelink Wireless

Headquarters

This business is NOT BBB Accredited.

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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:03/01/2024
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.
After signing up with SafeLink for unlimited talk text sms and 25 gb of hotspot. This is through *************** Program, a government phone service. I noticed it's not unlimited and there is no hotspot. I called them several times.My phone account number is **********
Business Response
Date: 03/12/2024
Dear *************************,

We received Better business bureau complaint 21369397.dated 03/01/2024,

Your complaint states that you have not received unlimited services and 25GB of mobile hotspot after signing up with Safelink Wireless.

The line has been deactivated after you requested the Lifeline and Affordable Connectivity Program (ACP) benefits to be cancelled on 03/08/2024 and 02/16/2024, respectively.

If you would like to have your benefits re-instated,you will need to re-apply via www.safelink.com and/or complete the process at ************************************* Verifier: Assistance: **************. The support center is open 7 days a week, from 9:00 a.m. to 9:00 p.m. EST. It might take 7 to 10 business days for the process to be completed.

Attempts were made to contact you via phone at ************ and e-mail was sent to *********************** on 03/05/24, 03/06/23, 03/07/23, 03/08/23 and 03/12/23; however, we were unable to speak with you and you have not responded to our emails.

If further assistance is required, feel free to contact us at ************** enter PIN ****, our agents will be more than happy to assist you from Monday to Sunday, from 9 a.m. to 7 p.m. Est.

Please refer to email reference number ******* or 1293936013.u.

Thank you for choosing Tracfone Wireless.
Customer Answer
Date: 03/18/2024
Reject
Acp is closed I have acp service with Safelink
Service not working
Apply unlimited text data phone and hotspot
This is what I signed up with not minutes

Customer Answer
Date: 03/18/2024

Complaint: 21369397

I am rejecting this response because:
Acp is closed I have acp service with Safelink
Service not working
Apply unlimited text data phone and hotspot
This is what I signed up with not minutes

Sincerely,

*************************
Customer Answer
Date: 03/18/2024
Reject
SafeLink hangs up on me do not address the complaint and I'm out of phone service after SafeLink receiving payment for government phone
Cpfb and FBI?
Business Response
Date: 03/19/2024
Dear *************************,

This is in response to the March 18, 2024 , message about Better Business Bureau complaint #********.

A check of the account reveals that the account is no longer active and Safelink benefits were deactivated. Information confirms that you Disenrolled from the program and requested the cancellation of Lifeline and Affordable Connectivity Program (***) .

Service not working, due to the deactivation of the line. It is necessary for you to purchase service, or to reenroll in the SafeLink Program to continue to receive make calls, or send text messages.

The unlimited text data phone and hotspot provided by the *** plan is no longer taking applications, so we will not be able to offer the service free to customers or at a reduced cost.

We have been sending communications to our existing *** customers, letting them know that the Affordable Connectivity Program (***), which provided unlimited calls, and text with a specified amount of data, is running out of funding .

Finally,for existing customers, the Affordable Connectivity Program (***) may end as early as April 30th. We will provide updates as they become available. Please send a Message to Congress ************************************* .

Thank you for choosing Safelink Wireless to provide cellular service.

************************** | Executive Resolution Specialist | TracFone Wireless, **** | ****************************************************** | ****************************** | *************** | Ext. 6142
Customer Answer
Date: 03/28/2024

Complaint: 21369397

I am rejecting this response because:
I should have unlimited data text and phone.
SafeLink continues to send generic emails now they got paid and I didn't receive the services

Sincerely,

*************************
Business Response
Date: 03/28/2024
Dear *************************,

This is in response to the March 28, 2024, rejection of recent response to Better Business Bureau complaint # ********.

Thank You for the additional feedback. We regret any inconvenience. The contact number has restrictions, and no message could be left.

Safelink is not receiving funds for your service because Safelink is not the provider assigned, and the Lifeline is not assigned to Safelink, and as explained previously. Safelink cannot provide service because you are active with another ***************** per the National Verifier. You were advised to contact NLAD by April for assistance to transfer the benefits.

The result is Unlimited Talk, Text, and Data is not available via the Affordable Connectivity Program (ACP), no new applications are being approved due to the program end, and funding has not been extended. To receive Safelink benefits,you will need to go online and reapply.

As a Final resolution: We appreciate your attempt to have Safelink as your Lifeline provider, but without your services being assigned to Safelink, Safelink will not be able provide benefits, nor does Safelink receive any funds. Please view the SafeLink terms and conditions for additional information.

Thank you.

************************** | Executive Resolution Specialist | TracFone Wireless, **** | ****************************************************** | ****************************** | *************** | Ext. 6142
Initial Complaint
Date:02/29/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
They mailed my new phone to some random address and lied about it being overnight shipped and I have spent hours on the phone with them and they didn't fix the problem. Then the phone randomly stops working. After I complained about the new phone being sent somewhere else
Customer Answer
Date: 03/07/2024
I have put in a complaint before. This company doesn't care about their
customers at all. When they first called me to address my complaint with
the better business bureau she addressed me as **** and I explained to
her that she has reached ************************* about my complaint she tried to
rush me off the phone. She wasn't listening to me about the complaints.
They told me multiple times that the phone would be shipped over night
and I would have it the next day if they wanted to make it right then
they should have keeped their word. But they refuse to keep their word. I
put in for another service last night because they refuse to send the
phone out when I called several times to fix the phone going to the
wrong address and I was told it was shipped overnight but that was a
lie. I haven't been able to use my lifeline benefits since the 28th or
29th of Feb I had called about that also and they asked me for my credit
card and didn't fix my phone still. They wanted me to wait without
phone service another week. They she ended up hanging up on me. This
company is awful. Addressing customers by the wrong name and randomly
ending service and sending phone to the wrong address and lying to their
customers. So yes I put in for another company.
They should send the phone accordingly to what they tell customer
service representative and actually take care of their customers
Business Response
Date: 03/07/2024
Dear *************************,

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 number ******** complaint.

Your complaint states that a new phone was mailed overnight to a different address than yours. Upon contacting customer care, she you did not receive the required assistance to resolve this matter.

Our records indicate that a replacement request was issued for his damaged phone on 02/21/24 per ******************* Ticket # **********. Upon reviewing your account, we sent you a replacement phone per *** 1Z7X28F00257894603 tracking number. The system indicates that the replacement phone was attempted to be delivered on 02/27/2024 to *******, **. The address used for shipping the replacement device to you was provided over the phone; however, an in-depth review it indicates that the device was delivered to the incorrect address, because the agent entered the incorrect shipping information.

We ask that our customers maintain their account information current and accurate in our system, including email address and mailing address. Discrepancies in customer account information can cause delays in important account status communications and shipping information.

We apologize for any inconvenience the customer may have experienced and will do our best to prevent similar issues from occurring in the future. As part of our commitment to assist our customers, our team undergoes continuous training. We appreciate your feedback regarding your negative customer service experience. We value customer feedback to support future improvements.

We successfully spoke with you on 03/06/2024 and we discussed the status of the shipment. We confirmed the phone is being returned to the warehouse as per *** request since they confirmed the address was incorrect. We offered to send the replacement phone. Please know that it might take 7 to 10 business days for our inventory request to be updated and send you a replacement phone. Therefore, we will not be able to send the replacement phone in one business day as you requested.
In regards of the service issue you experienced, we understand that you have now service with a different company and our assistance to troubleshoot your account is no longer required.

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 1293933850.

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

Thank you for choosing SafeLink Wireless
Initial Complaint
Date:02/29/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I called straight talk(my provider) to add my lifeline credit to my account. I was told i couldnt with them but could switch to safelink because they partner with them and accept the credit. Talked to safelink, told them i wanted to use my phone i had and my same number. They said i would get a new sim card in the mail then call them and they would transfer my service. two weeks later i get a sim card that already has a number activated to it. I call them and get transffered to 4 different people and keep having to repeat it all for 2 hours to finally be told youll have to go buy a new sim card then we can activate your service. I asked if they would send me a new one since it was their mess up. They said no. I went and bought sim card. Called to activate service and have been transferred this time to 6 different people, 3 1/2 hours of everyone telling me something different. I talked to one girl who told me congrats, your service is now switched to safelink. put your new sim in your phone and it will work in 6 hours. I said why 6 hours? She said cause higher up people need to confirm it and thats the wait time? So new sim is saying SOS and not working, my old sim card with number worked still with straight talk in old phone. I start calling again asking about the 6 hour wait, got transferred around the world again. Finally was told that i needed to go buy a new sim card cause my new one had been activated to my straight talk account and wouldnt work now. I got pretty ****** off and told her they needed to send me a new one because they ruined my new one and i wasnt wasting the money. She refused to send me one. She refused to let me talk to someone higher than her or anyone else at all. Said she was trained to handle the call so there was nobody else. When I started getting impatient and angry after dealing with this all day long, I was trying to explain to her what my phone was doing and she started pushing buttons over and over and over. worst company ever.
Business Response
Date: 03/14/2024
Dear *******************,
We received Better Business Bureau complaint number21366981 dated 02/29/24..
Your complaint states that you called Straight Talk to use your Lifeline benefit with them but, you were told that you could not as Straight Talk does not provide ***************** You were told that you could use the benefit with Safelink so; you applied and received a new SIM but, you wanted to keep your same number, the transaction could not be completed.
In our review, you applied for the Lifeline program on 01/13/24 and were enrolled on 01/18/24. Then, you applied for the Affordable Connectivity Program (***) benefit on 02/09/27 and were enrolled on the same date. However, based on your enrollment history, you requested that your enrollments be cancelled on 02/13/24 as you wanted to use the benefits with Straight Talk instead of Safelink.
Our records indicate that you re-applied for the *** benefit on 02/13/24 but, your application was still pending because since 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. But you requested the pending application to be cancelled on 02/28/24 because you wanted to create another application with a different provider.
You re-applied for Lifeline and *** benefits with Safelink on 02/28/24; the Lifeline was enrolled on 02/29/24 while the *** remains pending due to the reason we mentioned above. With this application a pre-activated SIM card was issued on 02/29/24 per reference ticket #********** and it is currently active in our system. Transaction records show that the benefits are attached to the account and being issued every month. Call records show that the phone is being used.
Our records show that your Straight Talk account is still connected in our system with the phone number ending in 1904; thus, it is required to speak with you to confirm your account information and the phone number you want to keep.
We attempted to reach you multiple times via phone at ************ and emails were sent to ******************* on 03/05/24, 03/06/24, 03/07/24, 03/08/24 and 03/13/24; however, we were unable to speak with you and you have not responded to our emails.
For more assistance, you can contact us at ************** enter PIN ****, our agents will be more than happy to assist you from Monday to Sunday, from 9 a.m. to 7 p.m. Est.
Please refer to email reference number ******* or 1293933718.
Thank you for choosing Safelink Wireless.
Initial Complaint
Date:02/29/2024
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 filed a complaint Re: ********'s response BBB case ******** - ********************* (KMM16407310V58303L0KM). The company did not resolve the issue. What they did was nothing. Not a thing. They called but when you answer they immediately hang up. Forcinh you to call them back. When you call them back the people who are provided to resolve the issue are not capable of resolving the issue. They are not and do not have the authority to resolve the issue. So nothing got solved and nothing was done. So BBB if they contact you and say tyhe issue was resolved, it WAS NOT RESOLVED. They are thieves. They shut off the service so i had to go buy their product. They make up excuses for their incompetence but can not resolve any issue. So make not of it BBB that their claim that the issue was resolved is false. When i ask to speak to a supervisor i am always denied. Why? Because they are criminal thieves!!
Business Response
Date: 03/08/2024
Tell us why here...Dear *********************,

We have received a Better Business Bureau complaint dated 02/29/2024, Case number 21366750.

Your complaint states that your previous BBB case was closed despite of having the impasse unresolved.

In reviewing your Safelink Wireless account with IMEI ending in 3030, is active as per date and well provisioned. Usage records confirmed that the phone is in use.

Due to the nature of your complaint, it would be best to speak with you aiming to find a suitable outcome for the matter to be completed.

We spoke with you via phone at 716-532-3290on 03/08/24;however, you requested not to be contacted any further regarding the matter.

If further assistance is required, feel free to contact us at ************** enter PIN ****, our agents will be more than happy to assist you from Monday to Sunday, from 9 a.m. to 7 p.m. Est.

Please refer to email reference number ******* or 1293534507.
Thank you for choosing Safelink Wireless.
Initial Complaint
Date:02/28/2024
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.
Im filing this complaint on behave of my elderly mother. She has had a safelink issued phone, free of charge for over 6 years. In the month of February, safelink abruptly terminated her service. She and myself have called the 800 number with no success. Safelink now wants her to pay for her service which is supposed to be at no charge.
Business Response
Date: 03/12/2024
Dear *******************:

We received Better business bureau complaint # ******** dated February 29, 2024.

Your complaint states that you mother had a Safelink phone, which has been free of charge for over 6 years. However, you stated that their mothers phone was abruptly terminated by Safelink in the month of February and upon contacting customer service team you did not receive the required assistance to address this matter.

In review, you applied for Lifeline benefit on 10/16/2013 and were enrolled on 10/18/2013, 07/17/2014, 05/07/2015 and 03/11/2016 with ***** free monthly minutes & unlimited texts with 4.5GB/month of free data benefits. However, Lifeline enrollment was cancelled on 02/14/2024, because NLAD (National Lifeline Accountability Database) not eligible. Due to the cancellation of their Lifeline benefit, service ended on 02/19/2024.

Our records indicate that you re-applied for service with Safelink via our website www.Safelink.com on 02/20/2024 for Lifeline benefit. However, application is pending for NLAD (National Lifeline Accountability Database) verification due to pending documents. Their application cannot be completed until the missing or insufficient information is submitted. It will then stay in pending status until it is eventually canceled in accordance with NLAD.

You will need to contact the ************************* at ************** and/or access **************************** to inquire the progress of his application. 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.

Please note 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 may petition Congress to approve the *** Appropriation Bills in the House and Senate by visiting *************************************.
We have attempted to reach you multiple times via phone ************ and email was sent to **************** on 03/05/24, 03/06/24, 03/07/24, 03/08/24 and 03/12/24 but we were unable to speak with you and you have not responded to our emails.

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

Please refer to email reference number ******* or Ticket Number **********.

Thank you for choosing Safelink Wireless.
Sincerely,
Tracfone Wireless Inc.
Initial Complaint
Date:02/27/2024
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 phone stopped working yesterday and I need a working phone. H3732**373237373838H has disconnected my service. I have tried to reapply for ACP and have an open case number which is Q98125-05240. My cell number is ************ and my IMEI number is *************** Please call me at ************. I have had to borrow a friend&#**;s phone. I have no service on my own cell ************ Why does H3732**373237373838H keep stopping my service. Please let me know what the status is on my open ACP case that I have re-enrolled in and why I am not granted service.
Business Response
Date: 03/04/2024
Dear *****************************,

We have received and reviewed your complaint. The system indicates that you are qualified for the Lifeline program.
For any future assistance you may reach me directly.
My hours of operation are Monday through Friday from 9:00 am to 6:00 pm EST.

Thank you for choosing Safelink Wireless.

Sincerely,

*************************
Safelink Wireless, Inc.
BBB Specialist
Customer Answer
Date: 03/04/2024

Complaint: 21353089

"When I called the number for ext: 1120, they said my call had been escalated to the ************************ and I would have to wait for them to contact me. They said previously that they were sending me a new phone and since my phone isn't working I am unable to get access pin codes sent to my phone because I can't receive texts. The phone is completely deactivated. I need a new working phone and I need them to keep it on instead of shutting it off all the time. Please call me at ************."

Sincerely,

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

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated February 27, 2024, regarding BBB case # ******** complaint.

Your complaint states that you re-applied for Lifeline and A?******* Connectivity Program (***) since SafeLink disconnected your service and you would like us to reinstate it.

In reviewing your account is active with the Lifeline benefit, which includes 350 minutes, unlimited texts and 4.5 GB of mobile date.You applied for the Lifeline program on 2/27/2024 and were enrolled on 3/5/2024. In addition, transaction records show that you requested a free smartphone; per ticket reference No. ********** and please allow 7 to 10 business days for receipt of the replacement phone, and check **** tracking number for shipping updates on the status of the device; per tracking reference No. 4206182192748903031358513047427597.

One of our ***** **************** Manager spoke with you via phone at ************ on 3/4/2024; the findings in your account were discussed and you were confirmed of your qualification for the service and advised you to wait for the phone you requested, which is already on its way and will be ready to use. Furthermore, you were also informed that the A?******* Connectivity Program (***) is running out of funding and a possibility of program termination which has a potential impact on customers broadband service and bills and customers had the opportunity to submit new applications for the *** until February 7, 2024. Therefore, you cannot currently apply for said program.

If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST. Please refer to Ticket Number 1293458643.

Thank you for choosing SafeLink Wireless.
Business Response
Date: 03/06/2024
Dear *****************************,

We have received and reviewed your complaint. The system indicates that you are qualified for the Lifeline program. As advised, your device is in transit for delivery.Please allow 3 to 5 business days for delivery.
For any future assistance you may reach me directly.
Thank you for choosing Safelink Wireless.

Sincerely,

*************************
Safelink Wireless, Inc.
BBB Specialist
Customer Answer
Date: 03/12/2024

Complaint: 21353089

The consumer provided the following response to the BBB verbally:
"I have not received the replacement phone. Can you provide a tracking number?"

Sincerely,

*****************************
Business Response
Date: 03/15/2024

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

The system indicates your device has been delivered an it is in an active status receiving monthly lifeline benefits for the phone number ending in 0591.
All the above information has been provided so we will consider this as a final response.

Thank you for choosing Safelink Wireless.

Sincerely,

*************************
Safelink Wireless, Inc.
BBB Specialist
Initial Complaint
Date:02/26/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ordered a replacement phone thru Safelink web page . address ***********************************************************.. Called customer service and they told me the Sim card was theirs,but the phone was not theirs.. and nothing can be done . I want a refund . 12 years with Safelink and now this?? The customer service was rude ,and after the call they sent me 500 text messages and locked up my messenger .Now I have no text... That is one unhinged employee you have working for you Safelink .. you Fail .
Customer Answer
Date: 02/28/2024
I was e-mailed by Safelink wireless and told they tried to contact
me but failed . The reason is clear ,, when they turned off the only
phone I have the minute they got the BBB case from you. Would like
nothing more then to fix this problem
Customer Answer
Date: 02/28/2024
I would like the BBB to know that Safelink Wireless shut my phone off
rite about the time you served them with my complant . Thou they did
say they tried to reach me thru that phone . Safelink did e-mail me
with a number to call them . Being disabled and stuck at home I am
trying my best to find a way to reach out to them . It also seems to
me that after 12 years with them ,,some sort of cut off notice would be
given...nothing .... I ask if the would turn phone on " just to
iron this out " then shut it down again ..
Customer Answer
Date: 03/05/2024
Safelink shut down my only phone for the second time this week. They sent me a message saying my service was on till 3/16/24 . Safelink is not working in good faith here. How is this company in business.? please let me know you got this message thank you ********
Business Response
Date: 03/08/2024
Dear *****************************,

We have received and reviewed your complaint. We would like to apologize for the inconvenience you have experienced with our services.
Attempts have been made to find the phone number ending in 4115 but unsuccessful in reaching you.

To have this matter resolved we will need to speak to you via phone due to security purposes to authenticate your account.

We can schedule you a call back for immediate resolution of your concerns. To do this, we will need to get your preferred contact number and account information as per security purposes.

What is a good contact phone number where you can be reached?

An email has been sent to you and 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.

Thank you for choosing Safelink Wireless.

Sincerely,

*************************
Safelink Wireless, Inc.
BBB Specialist
Customer Answer
Date: 03/08/2024
BBB , Safelink wireless has Shut down my phone service twice in the last two weeks ,,not for an hour or two , but for days at a time . I spoke with Safelink on 3-01-24 on the issue . They were to call me on Tuesday , 3-05-24 but had my service shut down again . When asking why I was told that I had issued the shut off ...not true ! My service is now on " for how long " is not clear to me anymore .. My # ************. The issue that started all of this is a new cell phone purchase from the safelink web site . They have denied sending phone or it being theirs . I do have a new tracking # ******************** ticket #********** . Would love to have them send me a shipping label to return this phone for a refund. I also have a open fruad case open with my Discover card . I have e-mailed Jany with this same info in the last hour . thank you ********************; cinn,,oh
Customer Answer
Date: 03/08/2024

Complaint: 21346355

BBB , Safelink wireless has Shut down my phone service twice in the last two weeks ,,not for an hour or two , but for days at a time . I spoke with Safelink on 3-01-24 on the issue . They were to call me on Tuesday , 3-05-24 but had my service shut down again . When asking why I was told that I had issued the shut off ...not true ! My service is now on " for how long " is not clear to me anymore .. My # ************. The issue that started all of this is a new cell phone purchase from the safelink web site . They have denied sending phone or it being theirs . I do have a new tracking # ******************** ticket #********** . Would love to have them send me a shipping label to return this phone for a refund. I also have a open fruad case open with my Discover card . I have e-mailed Jany with this same info in the last hour . thank you ********************;

Sincerely,

*****************************
Business Response
Date: 03/12/2024
Dear *****************************,
We have received Better Business Bureau complaint correspondence dated 02/26/2024, regarding BBB Case number ********.
Your complaint states that you ordered a phone through Safelink web page. Upon calling customer support you were informed that the *** card was from SafeLink but not the phone. Therefore, he would like a refund.
Our records show that you applied for the Lifeline program on 02/27/2012, now your enrollment are inactive since 02/23/2024. We issued 30 days airtime to the account for the phone number ending in 2489, as a onetime courtesy since the line was deactivated and it was the only available contact number.
We spoke with you on 02/28/2024, 03/01/2024 and 03/12/2024, via phone at ********** we confirmed that the phone is branded as a US Cellular device since when turning the phone on it is the logo that prompts on the screen. With the ticket number ********** and the Tracking No.02931506712007126121 you provided we were unable to find any order records.Therefore, you started an investigation with you financial institution to review the transaction that was placed that day and confirm the destination source.
A new Lifeline application on 02/28/2024 which remains pending for National Verifier. We advised you to communicate with National Lifeline Accountability Database (NLAD) and you explained the application with them was submitted via mail.Please know, having incomplete or missing information on the household worksheet, proof of identity, or proof of address can cause processing delays.
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 1293130940.
Thank you for choosing Safelink Wireless.
Customer Answer
Date: 03/13/2024
I have a shipping label with Safelinks name on it that came with the phone . I have no way to send it so I guess i am out of luck ..
Customer Answer
Date: 03/13/2024
Safelink called me today and said the phone in question was sold to me by one of their companys, I am working on getting it returned as we speak .. thank you ***********************
Business Response
Date: 03/15/2024

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

The system indicates that you are eligible to receive Lifeline monthly lifeline benefits.
A replacement has been processed for you with warranty exchange ticket number **********. Please allow 3 to 5 business days for delivery.
For future assistance you may reach me directly.

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

Thank you for choosing Tracfone Wireless.

Sincerely,

*************************
Tracfone Wireless, Inc.
BBB Specialist
Customer Answer
Date: 03/15/2024
The phone I purchased was the reason for the case. Safelinke said it was sold to me thru a sister company and told me I can call them for a refund since the phone wont work with Safelink's system . The phone number given to me has been shut off , Maybe Safelink can let you in on what is going on. This is far from over! thank you ***********************
Customer Answer
Date: 03/15/2024

Complaint: 21346355

The phone I purchased was the reason for the case. Safelinke said it was sold to me thru a sister company and told me I can call them for a refund since the phone wont work with Safelink's system . The phone number given to me has been shut off , Maybe Safelink can let you in on what is going on. This is far from over!

Sincerely,

*****************************
Business Response
Date: 03/19/2024

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

The system indicates that you are eligible to receive Lifeline monthly lifeline benefits.
A replacement has been processed for you with warranty exchange ticket number **********. The replacement is in transit for delivery via *** with tracking number 1Z7X28F00255645297. Estimated delivery is for tomorrow,March 20, 2024.
**************** stated he placed an order online via Safelink.com and would like to return the device for a refund.

Please follow the following return instructions details.

Return address:

Ceva/Return/Tracfone
1451 ***************.Suite 2
**********, ** 46168

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

Thank you for choosing Tracfone Wireless.

Sincerely,

*************************
Tracfone Wireless, Inc.
BBB Specialist
Customer Answer
Date: 03/20/2024
Safelink agreement to refund the phone is not working . They say I dont have enough paper work to return phone . and its been 30 days since it was purchased. Really safelink ?? after all this ?? If they send me a shipping lable I would send back the phone ...They also must contact the credit card company Discover in the next few days to avoid a fraud case as well.. Your call safelink,,
Business Response
Date: 03/25/2024

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

Your account is successfully active receiving your monthly lifeline benefits for the phone number ending in 2489.

**************** stated he placed an order online via Safelink.com and would like to return the device for a refund. *************** has been kindly advised that the device was purchased via SafeLink and is not eligible for a refund. For assistance or more information about your SafeLink Product or Service, please contact SafeLink ************* at **************.

Please follow the following return instructions details located on via website to Safelink.com.

Return address:

Ceva/Return/Tracfone
***********************************. Suite 2
**********, ** 46168

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

Thank you for choosing Tracfone Wireless.

Sincerely,

*************************
Tracfone Wireless, Inc.
BBB Specialist
Customer Answer
Date: 03/25/2024
Safelink wireless lied to me and you . They told me I could return the phone ..a lie they said for five weeks the phone was not theirs. then said it was ,,and gave a phone number that was disconected . Safelink then said to contact the warehouse for a refund . the warehouse was not able to send a shipping lable due to the phone not being in their records . BBB if you let this case slide ,, the 3rd world nation that is safelink wireless is the new norm for the US , Shame on you BBB ,,
Customer Answer
Date: 03/25/2024
why is safelink refusing to give me the mailing address so i can send copy of shipping packing slip ? now that after 5 weeks they claim the phone is now theirs ?? phone IMEI# **************. sim card # ********************. order# sl-100787 ship date 2/16/24 phone description -alcatel tcl a3-black.new byop sim card jady needs to tell the warehouse to send me a shipping lable to return phone ..
Customer Answer
Date: 03/26/2024
Why did safelink tell me for 5 weeks that the phone was not purchased from safelink ? and in the last week tell me it was purchased from safelink and can be returned thru safelink warehouse . I called safelink warehouse and was told that the phone is still not in their records and cant be returned . Why does Jady tell me one thing and the BBB another ??? What about the $ ***** I paid for a phone from safelink website that is useless to me ?? My Discover card has been mailed the packing recipt,,they have agreed to continue the fraud case via safelink... Jady what is the reason I cant return the phone today ?? ********************; ********** ****
Customer Answer
Date: 03/26/2024
Hello BBB , I would like to tell about the resole off safelink wireless ..They have just shut off my phone for the 3rd time in 5 weeks ..What more do you need to know about this company ?? Have you read the last message from **** from safelink ? I just had my service renewed and now cut back off .. What the h*** BBB ????
Business Response
Date: 04/04/2024

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

We are currently reviewing this matter and we will provide an update.

Thank you for choosing Tracfone Wireless.

Sincerely,

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

Customer Answer
Date: 04/04/2024
I have taken the BBB's advisement of a FCC case . Will not do so at this time. ***************** is working to restore my phone service . The phone in issue has been returned via the lable sent by Safelink . I have been awarded a refund via my Discover card who has been involved since the start of the case ... I consider this case closed ! thank you BBB, *********************** .
Customer Answer
Date: 04/04/2024
Have taken the BBB's advisement of a FCC case under advisement . will not do so at this time . ***************** is working on restoring my phone service . I have returned the phone via the return lable sent this week by safelink . Discover card has refunded me for the phone . the case is closed...............***********************
Customer Answer
Date: 04/04/2024

Better Business Bureau:

I have reviewed your advisement of a FCC case and will not do so at this time . ***************** is working to restore my phone service . the phone has been returned via the lable sent to by safelink . My credit card has awarded me a refund . this case is closed ***********************
Initial Complaint
Date:02/25/2024
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.
There was an advertisement for switching phone services is that affordable connectivity program which the government pays for you needed an active application to switch to SafeLink and they would send you a ******** smartphone flip phone three or seven days later I received a ******** play which is not a flip phone the only reason that I switch my provider was for this flip phone I've called numerous times one person said that they the warehouse would verify my address and mail it out the second time I was hung up on the third time I was told that supply and demand I was given what they had I explained that the only reason that I switched to their service was for this phone and they said there's nothing they could do about that yet they sent me the promotion to receive this smart flip phone for switching service all I want is the flip phone they took my service from me one person that I spoke with also said that I had to send my phone in which would mean I would have no communication for 2 weeks and that's not saying that they would still send me the phone it's takes forever to get a hold of someone and customer service at times and I just want to really get this resolved if they're either going to send me my phone or I mean this is the government that's paying for this program I don't see why they would try to fraud people with the government's money
Customer Answer
Date: 03/01/2024
They have contact me and apologized for the inconvenience I reminded them that the only reason I switched to them was because of the smart phone flip. They told me that because of high demand they did not have the phone I asked then why did you take my service over They then said someone will contact me and they tried but I missed the call I will be calling them back should I forward the emails to you guy? I'd there a special email I can just forward them to? Again thanks for your assistance they were not even talking to me until u contacted them I have a feeling they are going to send the phone but I will keep u informed?
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 02/25/2024, regarding BBB case # ******** complaint.

Your complaint states that you received an advertisement from Safelink Wireless offering you a ******** flip-phone smartphone when transferring an existent ACP enrollment to us. You transferred your ACP services to us but received a ******** Play which is not the device model you were initially offered. You have contacted our customer support team several times aiming to have the concern resolved but to no avail as they have been of no help to the matter.

In reviewing your Safelink Wireless account for the line with phone number ending in 5552, it is active with the Lifeline and Affordable Connectivity Program (ACP) benefit which includes unlimited minutes, unlimited text messages, unlimited mobile data and 10 GB of hotspot per month.

Records indicate that you applied for the Lifeline and ACP benefits on 02/15/2024 and were approved on 02/19/2024. With this application, a pre-activated phone was issued to you as per Reference Ticket No. **********, aforementioned ticket indicates that the device was delivered to you by **** as per tracking number ********************************** on 02/22/2024 in *******, **.

Please note that Safelink Wireless does not offer or promote to send free phones with specific models as the devices provided will depend solely on Safelinks availability at the time of the application approval.

We successfully contacted you via phone at ************ on 02/26/2024; we requested you to send us proof of the promotion you allegedly received from us aiming to review its veracity and upon agreeing on the aforementioned, we arranged to continue in contact with you to provide the correspondent updates regarding your concern.
Aforementioned agreement was never fulfilled as we did not receive any proof of the requested.

We attempted to reach you via phone and emails were sent to ******************** on 02/28/2024, 02/29/2024, 03/03/2024 and 03/14/2024. However, we were unable to reach you and you have not responded to our emails.

We successfully contacted you via phone on 03/15/2024 and you informed not having any proof of the statement in your complaint, you requested not to be contacted from us moving forward regarding the matter and expressed that you would continue filling complaints until your request was honored.

We appreciate your feedback regarding the negative customer service experience. We value customer feedback to support future improvements and will do our best to prevent similar issues from occurring in the future.

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

Thank you for choosing Safelink Wireless.
Customer Answer
Date: 03/15/2024

Complaint: 21344674

I am rejecting this response because: They mislead me the first thing they said when I first contacted them was it's supply and demand it is really funny how they tell me they record all calls but when ask to pull up the original call they do not want to. Why would I leave my last carrier if you were not offering anything better I would not have switched I have seen alot of misleading in others who have complained all I want was you to put. Y account back to what it was that's what I asked since they did not keep up there part you are so quick to take over ones account and send them what ever you got in the warehouse. I've called several times to the customer service. Number even to the point that the first agent I spoke with told me she was contacting the warehouse and they were going to ship out the right phone if they can release that first call I would be very grateful it would clear everything up. They keep calling me to say we apologize what u apologized for 8f you didn't do anything. The gig is up safe link you guys are fraud.... I definitely do not accept this response and if you guys can get then to release the calls you guys will see just how fake they are.

Sincerely,

*****************************
Customer Answer
Date: 03/18/2024
I did the same thing you people have done but I believe I did more I would thank you for your time but it does not look like you spent to much time on it I will figure a way to get justice and please do not post in answered because it really was not I still have the same question but if you do please have this attached because I would like people to know that the BBB is not all it's cracked up to be
Initial Complaint
Date:02/24/2024
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.
Just this past September I transferred my ACP benefit from Cricket to SafeLink because they offered the same unlimited plan with Hotspot and phone if you qualify for both Lifeline ond ACP. I couldn't afford Cricket (because even after the $30 ACP credit was applied to my account the remaining amount due monthly was $30. Great! So I personally Re-virified my Lifeline benefit on the Government's website.I received the phone 10/2/23 and the hotspot worked up until 2 to 3 weeks ago when I had to do a factory reset because the phone wouldn't start, would freeze up on TracFone start up screen. I called customer service several times. 1st time I was told it was fixed.2nd call I was told I must've used my 10GB for the month.Yesterday I called and talked to "****** a supervisor, who told me simply that my Lifeline was cancelled. Then hung up.I am still receiving my ******** and never transferred to another company.Refused to honor the warranty on the phone or the services provided contract. These are the most arrogant, rude, dishonest, and or completely incompetent customer service representatives I have ever had the misfortune to experience.I don't think customer service is part of their game.So now I pay Cricket $60 mo because SafeLink is STEALING my benefit allotments while I sit here without a working phone, no hotspot, and definitely NO SERVICE FROM "SAFE"Link Wireless. PLEASE HELP This is not right Thank you for existing BBB! e
Business Response
Date: 03/04/2024
Dear *************************************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 2/24/2024, regarding the BBB Case number ******** complaint.

Your complaint states that your mobile hotspot stopped working two or three weeks ago when you experienced an issue with your device as the screen froze. Upon contacting customer support, you were unable to obtain a replacement device or the service you had been approved for.

We have reviewed your account which appears to be well-provisioned in our system with your ACP benefits since 09/26/23. On the other hand, your Lifeline benefits were cancelled back on 12/15/23 due to Nlads qualification procedure. Your current plan includes 15GB of data and 5GB of mobile hotspot. It would be best to speak with you to verify that your phone is properly set up before making any changes to an account or determine if it needs to be replaced.

If you would like to reapply for the Lifeline benefits, you may go to www.safelinkwireless.com and submit a new application. You may also contact us at************** enter PIN **** and any agent will be able to assist.

We successfully spoke with you via phone at ************ on 02/29/24 and verified that the device was in fact properly set up. We have also updated the account to reinstate the mobile hotspot functionality and agreed to contact you back on 03/01/24 to make sure that it remains functional.

On 03/01/24 we contacted you again and you confirmed that the mobile hotspot continues to work at the moment, and you have not experienced any other issues with your phone. You also declared having received spam e-mails regarding your account security; however, they are from a Gmail domain. We advised you not to click on any suspicious links in order to maintain your account secure.

If you still require assistance, you can contact us at ************** 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 1293379010. Based upon the foregoing, we will close this matter unless we hear from you.

Thank you for choosing SafeLink Wireless.
Customer Answer
Date: 03/10/2024

Complaint: 21341608

I am rejecting this response because:
I have had much difficulty in using this hotspot, which is not ever been a problem with any other cell phone service providers I've used in the past.l
Also want to see if/when the new monthly hotspot allotment is for the correct amount of 10 GBs.
I was given 2 different dates for the new month billing start date.
I would think it should be soon.
Also I received a malicious Spam email from the name of one of the CSRs the same day this representative called.
During this call she confirmed that the email was from an employee and agreed that was grounds for termination.
And told me not to click on the link within it.
Not impressed.
SafeLink

Sincerely,

***********************************
Initial Complaint
Date:02/19/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Yes so today I was unable to use my SafeLink hotspot data for the *** program I have only used 3 gigs and I get ********************************************************************************************************************************* I used it all when I know i still have 6 gigs left I asked to talk to a supervisor and they wouldn't even transfer me they kept telling me there was nothing I can do even tho I have proof on my phone that 10 gigs of hotspot was never used they didn't care and gave me the run around
Business Response
Date: 02/26/2024

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

We have received and reviewed your better business bureau complaint. This response is in reference to your correspondence dated February 19, 2024, regarding BBB Case number # ******** complaints.

Your complaint states that you were not able to use their hotspot data for the *** program since you only used 3GB of the 10GB that you receive. Therefore, you asked how much data was used and when it was used, since your phone indicates that it only consumed 3GB of hotspot tethering.

In our review, their SafeLink account is active with Lifeline and the Affordable Connectivity Program (***) benefit, which includes unlimited talk, text and *************** and up to 10GB of ************* You applied for Lifeline and the *** benefits on 01/31/2023 and enrolled in Lifeline on 02/03/2023 and in *** on 02/06/2023. Transaction records show that the benefits are attached to the account and being issued every month.

An in-depth review of your account reflects that a *************** interruption occurred in the last 30 days, as there were technical issues with the phones features in our system, which culminated in the balance of their *************** not being well provisioned on the account.

We contacted you via phone ************ on 02/24/2024; we updated their accounts feature, and we asked you to power cycle the phone and test the hotspot service from your alternate line ************ to avoid losing connection with you. Then, you confirmed that the benefits are applied, being used and the service is working as expected now.

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

Please refer to email reference number ******* or Ticket Number **********. Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing SafeLink Wireless.

Sincerely,

Tracfone Wireless Inc

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