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

825 total complaints in the last 3 years.
170 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:04/29/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a service with SafeLink but I changed phone and they locked the old one so service can't be put on it with another service on it. I called them and ask them to unlock the phone. Because I got the phone off of **** and it wasn't locked. The **** *************** ALL I REALLY WANT IS FOR THEM TO UNLOCK THE
Business Response
Date: 05/07/2025
Dear ****** ****:

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

Your complaint states that you wanted to have your old phone unlocked so that you can use it with another service provider.

TracFone Wireless Unlocking Policy states that ******* Value will provide an unlocking code or codes to customers who request unlocking,provided the cellphones meet the following conditions:

* The cellphone must be in working condition.
* The cellphone has not been reported stolen or lost and there are no indicators of fraud.
* The cellphone was Activated with paid service
* For cellphones Activated with new service on the ******* network on or after November 23, 2021, the cellphone is eligible for unlocking after paid Activation and 60 days of paid active service. Notification of the phone's unlock eligibility will be sent via SMS along with a link to the website where the unlock process can be accessed.

Upon review, we found that your phone with serial number also known as an IMEI number ending in 7810 is eligible to be unlocked. With that, we coordinated with our ******************** to process the unlocking request.Reference number 1319637169.

We spoke with you on 4/30/2025 via phone number ********** and reiterated the steps taken to complete the unlocking process of your phone.With the aid of the unlocking codes, you were able to unlock your device completely. Thus, no further assistance needed.

If you should still require assistance, you can contact ************** enter PIN 1900. The 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 1319640565.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:04/28/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I applied to Safelink Wireless governmental phone services. When I received my sim card for Safelink they informed me the **** number was not the same as when I applied. I only have this phone and I would only use this phone. They insisted I purchase a new sim card and kept me on the phone waiting 30 minutes, on hold.The agent again told me I would need to purchase another sim card. This is Safelink! They rob people who don't even have means to make it. Imagine, I have cancer and I really need a phone. Bad business for poor people. Very, very sad service provider....no, I am not mad but, I do not think this company deserves these patrons.
Business Response
Date: 05/09/2025
Dear ***** ********:

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

Your complaint states that you applied for the Lifeline program with SafeLink Wireless and received your Bring Your Own Phone *** card.However, you were informed that the phone information registered in the system is different from what you have, and you need a new *** card to correct the records.

We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the *********** assured we are here to help. Upon review, we found that you reapplied for the Lifeline program on 4/19/2025 and were approved on 4/21/2025. Your enrollment allows you to receive the Lifeline benefit of unlimited talk, text with 10GB of data including 5GB of hotspot data and you will be using your Bring Your Own Phone (BYOP) device wherein ********************** will provide you with a free *** card. Reference number **********. As per **** tracking number **********************************, the new *** was delivered to your address on 4/25/2025. The *** card is pre-activated. You just need to insert the new *** card ending in 5351 to a compatible BYOP device for the service to work. To this date, we have found no usage in your phone service.

We have attempted to contact you via phone ************ on 04/30/2025, 05/01/2025, 05/02/2025, 05/06/2025 and 05/09/2025 but we were unable to speak or heard from you.

If you should still require assistance, you can contact ************** enter PIN ****. The 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 1319628920.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:04/28/2025
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.
On December 12 2024 I bought a ******** Razr 2024 of which is unlocked. (As of January 2025 Straight Talk started turning off phone service after 29 days yet still charge for 30 days of service.)In early March I got ahold of Straight Talk and got the Transfer Pin and transferred my service to ****** Fi. On March 07th I got ahold of ******** to make use of my Warranty they told me I had to get ahold of Straight Talk and they had to honor the Warranty, so I did. I got a reference code from straight talk on March 07th. It took them almost 2 months to get me my new phone via my warranty just came in April 28, 2025. Apparently on April 01, 2025 straight talk came out with a new policy stating that supposedly phones received via warranty after April 01, 2025 are automatically locked? So now due to the fact that they were out of my phone model from March 07th to April 25th 2025 (when it finally got shipped out) they are refusing to unlock my phone I got via my warranty even though I put my warranty claim in on March 07 And yet I'm getting screwed just because of when it was shipped even though the claim was in almost a month before the policy was implemented. All I really want is for my new phone to get unlocked
Customer Answer
Date: 04/29/2025
If you call me to discuss possible ways to help me on dealing with them that would be greatly appreciated
Phone number is **********
Business Response
Date: 05/07/2025
Dear **** *********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated April 28, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you requested a replacement for your unlocked ******** phone on 3/7/2025, and received the replacement phone on 4/28/2025; however, the replacement phone you received is locked. You also indicated that this is due to the new unlocking policy implemented on 4/1/2025. With this, you are requesting to unlock your phone since your replacement phone request was initiated prior the new unlocking policy.

Please be advised that the Device Unlock Status is specific to each phone. If you received a replacement for your unlocked phone, the replacement phone will have its own Unlock status.Therefore, the device needs to meet the minimum requirement to unlock.

We reviewed your account; it has been inactive since 3/9/2025 after a successful Port-out request, with reference number **********. Transaction history shows that a replacement phone request ticket was created on 3/11/2025, per ticket number **********. We reviewed the replacement phone you received and determined that it has not been activated yet.

Please note that Straight Talk Unlocking Policy indicates a phone can be eligible for unlocking, provided the cellphones meet the following conditions:

           The cellphone must be in working condition and turned ON.
           The cellphone has not been reported stolen or lost and there are no indicators of fraud.
           The cellphone was activated with ********************* by purchasing and redeeming an airtime plan on that specific phone ("Activation").
           For all cellphones Activated prior to November 23, 2021, on any carrier network and all cellphones Activated on the T-Mobile or AT&T networks on or after November 23, 2021, the cellphone will be remotely unlocked upon customer request after twelve (12) months of active paid service.
           For all cellphones Activated on the ******* network on or after November 23, 2021,the cellphone will be remotely unlocked automatically 60 days after paid Activation and 60 days of paid active service.

For more information about our Unlocking Policy, you may also visit our website at *******************************.

We spoke with you via phone number ************ on 05/05/2025, and discussed the matter with your unlocking request. We advised to redeem a service plan for the device to be eligible for unlocking; however,you disagreed and stated that required no further assistance.

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. We appreciate your business.

Sincerely,

Executive *********************
Initial Complaint
Date:04/27/2025
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.
Im trying to switch lines and my phone will not be unlocked
Business Response
Date: 05/06/2025
Dear ***** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated April 27, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you attempted to switch lines; however, your phone could not be unlocked.

We reviewed your account and found out it is under Straight Talk Wireless, with a phone having an IMEI/Serial Number ending in 5051. It was activated on 2/6/2025, and got deactivated on 4/24/2025 after you successfully ported out your phone number ending in 4570,with Port-out reference number **********. Nonetheless, a ticket was created to process your phone unlocking request on 4/24/2025, with reference number **********. Please allow 3-5 business days to complete this unlocking request.

We spoke with you on April 30, 2025,via phone number ************, and discussed the status of your account and unlocking request. As per conversation, you confirmed that the phone has already been unlocked and it is now being used with another carrier.

If you should still require assistance, you can contact ************** enter PIN 1900. 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. We appreciate your business.

Sincerely,

Executive *********************
Initial Complaint
Date:04/27/2025
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 purchased a 2024 ******** razr at ******* it is a straight talk TracFone. After about 2 months have you purchase the screen developed a defect straight talk customer support overnight of me a shipping label I fix the shipping label to the box took it to the *** drop off point at CVS and send the defective phone on its way. It seems as though the phone never made it to the TracFone Warehouse there has been a claim filed with *** it is set for payment as soon as ******** will communicate with *** they still have not sent me the replacement phone this has been ongoing since February the 17th. I have called customer support numerous numerous times in fact I've talked to so many people that I actually talked to the same customer support representative a second time and you never get to talk to the same one twice I have 17 names and and employee identification numbers and those are the times that I've remembered to collect the information calling regarding the same situation I've heard so many different versions of it's been shipped it's not been shipped we can't send one because there's none available I can't think of any more at the moment I'm so frustrated they've said they're going to expedite escalate all these different terms they use for they're going to solve the problem but they never do. The only thing I can say for certain about prepaid wireless is prepaid only means no refunds I've asked them to replace the phone refund the money they over to replace it with the ******* a16 which is the phone I went and purchased so I would have phone service in the meantime they give this away for free it doesn't been in the middle like a razor does and that is their best resolved they've come up with yet I told him that forget about that please help
Business Response
Date: 05/07/2025
Dear ***** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated April 27, 2025, regarding BBB Case number ******** complaint.

Your complaint states that the phone you purchased from ******* went defective after two months, and you returned it for refund; however, upon returning the device, it appears that the package did not arrive in the warehouse, and a claim was processed with **** You have not received a replacement phone since then, despite contacting customer service multiple times.

We reviewed the account and found a ticket created to process your phone replacement request on 1/21/2025, with reference ticket # **********. The replacement phone request was not processed immediately since the phone has not returned in time. Our warehouse confirmed receipt of the device as of 3/10/2025, and the replacement phone request has been reprocessed; however, a replacement phone was not shipped because our records show that the requested phone model is out of stock. It was not until 4/29/2025, when the phone model is available, that the shipment was processed,with *** tracking # 1ZY870930200402604. Per tracking number, the device was delivered to ******, **, on 5/1/2025. In addition, we confirmed that your phone number ending in 2469 was transferred to the new phone on 5/3/2025.

We spoke with you on 5/5/2025 via phone number ************, and discussed the aforementioned. As per conversation, you confirmed that the issue has been resolved and he is good with the service you have now.

If you should still require assistance, you can contact ************** enter PIN 1900. 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 1319558589.

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

Sincerely,

Executive *********************
Customer Answer
Date: 05/07/2025
I did receive the replacement phone and it works fine. I asked about the lost service time or how they might try to show me they appreciate my continued patronage. They said I could sign up for rewards and then offered 7 days extended service. I have named and employee id numbers for 17 individual that i remembered to write down. I was insulted. The message I received was I don't matter to them.
Customer Answer
Date: 05/08/2025

Complaint: 23256241

I did receive the replacement phone and it works fine. I asked about the lost service time or how they might try to show me they appreciate my continued patronage. They said I could sign up for rewards and then offered 7 days extended service. I have named and employee id numbers for 17 individual that i remembered to write down. I was insulted. The message I received was I don't matter to them.

Sincerely,

***** *****
Initial Complaint
Date:04/25/2025
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 bought iphone 13 from the company and activated on 02/16/2025 and that time the policy was minimum 30 days service and wsiting period was 60 days. I completed my 30 days on 03/16/2025 and waiting periord was in 04/16/2025 they changed polciy on 1st April and now they are asking me to refer to new policy. When I activated I did under old policy. My phone number for carrier is ************
Business Response
Date: 05/05/2025
Dear ****** *****:

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

Your complaint states that you wanted to have your phone unlocked based on the previous unlocking policy.

Straight Talk Wireless Unlocking Policy states that ******* Value will remotely unlock the phone when it becomes eligible for unlocking,provided it meets the following conditions:

* The cellphone must be in working condition and turned ON.
* The cellphone was activated with ********************* by purchasing and redeeming an airtime plan on that specific phone ("Activation")
* For all cellphones Activated on the ******* network on or after November 23, 2021, the cellphone will be remotely unlocked automatically 60 days after paid Activation and 60 days of paid active service.

Please know that this Unlocking Policy is subject to change at any time without advance notice.

Upon review, we found that your phone was deactivated on 3/19/2025 due to non-renewal of service after its initial activation. As we checked its unlocking eligibility, the system prompted the message, Not eligible - insufficient time from device activation or 60 paid service days required.

We spoke with you on 4/29/2025 via phone number ************ and informed you that you have yet to meet the requirement to be eligible for the free unlocking. You only have 30 paid and active services.

To this date, we found that you reactivated the phone and awaits the completion of the 60 days paid and active service.

If you should still require assistance, you can contact ************** enter PIN ****. The 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 1319543935.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 05/16/2025
When I filed complaint they just read a policy and never gave explanation for this one time even like chnage policy and no support there.
Customer Answer
Date: 05/19/2025

Complaint: 23251722

When I filed complaint they just read a policy and never gave explanation for this one time even like chnage policy and no support there.

Sincerely,

****** *****
Business Response
Date: 05/29/2025
Dear ****** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 5/19/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you were given proper explanation and were not assisted accordingly when you filed a complaint regarding the policy change.

We understand your desire to use the device on another carrier's network, and we want to provide clarity based on our Unlocking Policy, which became effective on April 1, ******* outlined in our policy, for cellphones capable of remote unlocking (this includes most iPhones and some Android cellphones) that were activated with ********************* on the ******* network on or after November 23, 2021, the cellphone will be remotely unlocked automatically 60 days after paid Activation and 60 days of paid active service. Unlocking requests submitted on or after 4/1/2025 must comply with this policy.

We reviewed your account with phone number ending in 8339; it was reactivated with a 30-day plan on 4/30/2025. We spoke with you on 5/20/2025, via phone number ************,and we submitted a ticket to request for the phone to be unlocked, with reference number **********. The request may take up to 2 business days, and a confirmation email will be sent to your email once completed. Please check your Spam/Junk folders.

To confirm if the issue has been resolved, we spoke with you via same phone number on 5/22/2025; however, you mentioned that you dont have the phone handy. We reach out to you in the following days to confirm the resolution of this case.

If you should still require assistance, you can contact ************** enter PIN 1900. 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 Straight Talk Wireless.

Sincerely,

Executive *********************
Initial Complaint
Date:04/22/2025
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 having issues with my cellphone service not working like it should from straight talk,so I called them to inform them that my service was not working and that I have dealt with the same issues every month for 18 years always only after I pay for my service.Straight Talk first shut my cellphone completely off without any service and it was paid for,then they told me that there was a malfunction with my cellphone that I needed to buy another one I did and had the old phone turned back on with my service that was already paid for,that they shut off for no reason but how I did it was with the new cellphone that I bought with a service card with the pin was had the new phone activated and use it to call straight Talk and told them that they shut my service off and made me buy another cellphone that was not needed.I want all my money back and my free service time that they took from me and do not reimburse you for.I need and want my money back and the service time that they took from me.
Customer Answer
Date: 04/25/2025
why did straight talk me two times today just harassing me
Business Response
Date: 05/05/2025
Dear ***** ******:

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

Your complaint states that every time you do your refill you will experience an interruption in your phone service. You were once advised to purchase a new phone that you were not able to use. Thus, you are requesting a refund and your service time back.

Upon review, your Straight Talk account is active and well provisioned in the network. The usage report of the account also shows that the service was being used. In addition, we found no network issue or outage that may have affected your phone service.

We spoke with you on 4/25/2025 via phone number ************ and you request to receive a refund for the phone you recently purchased. As we checked, it was found that the phone was purchased last January 2025; way beyond the 30 days return period to be eligible for a refund. Moreover, you requested to get a refund for your airtime plan,but your usage report suggests that the service was being used. Thus, your refund requests were denied.

If you should still require assistance, you can contact ************** enter PIN 1900. The 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 1319214483.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 05/05/2025
I don't know what to do because straight talk seems to give postive excuses and lies,it should not matter that it was after 30 days of me purchasing the phone,if they would not have told me that my phone was in default and that I needed to purchase a new one.After they shut my phone off I went and purchased another phone and service pin card from ******* through straight talk because they told me too,and shut my phone off.after I purchased the other phone and had it activated I had them to turn the phone that they shut off back on and left well enough alone.because anytime I have issues with them I get punished for calling them like now I bought $55 service pin May 2 ***** my internet is not working but if I call them they have an excuse and I always need another phone for them to fix my phone when I only have one.for them to provision my phone service to make sure it is properly working I need to have another ******** disabled, only one person,one phone,I shouldn't need 2 phones for them to fix the only one that I have that's having issues and their excuse to keep from fixing it and then you be punished in everyway possible and abused,money stolen,they don't give back time that they take for their problems or wrong doings.But Thank you for your help and support
Customer Answer
Date: 05/05/2025

Complaint: 23238007

I don't know what to do because straight talk seems to give postive excuses and lies,it should not matter that it was after 30 days of me purchasing the phone,if they would not have told me that my phone was in default and that I needed to purchase a new one.After they shut my phone off I went and purchased another phone and service pin card from ******* through straight talk because they told me too,and shut my phone off.after I purchased the other phone and had it activated I had them to turn the phone that they shut off back on and left well enough alone.because anytime I have issues with them I get punished for calling them like now I bought $55 service pin May 2 ***** my internet is not working but if I call them they have an excuse and I always need another phone for them to fix my phone when I only have one.for them to provision my phone service to make sure it is properly working I need to have another ******** disabled, only one person,one phone,I shouldn't need 2 phones for them to fix the only one that I have that's having issues and their excuse to keep from fixing it and then you be punished in everyway possible and abused,money stolen,they don't give back time that they take for their problems or wrong doings.But Thank you for your help and support

Sincerely,

***** ******
Business Response
Date: 05/08/2025
Dear ***** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 5, 2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that it should not matter if 30 days already passed after purchasing the phone, to request a refund, since you were advised to purchase it. You also mentioned that you recently purchased a $55 plan and your internet (mobile data) is not working, but you are required to have another phone to fix it.

We apologize for any inconvenience this may have caused you. As this issue involves the phone you are using to contact us, some updates/troubleshooting steps may not be processed, as we may get disconnected and gets interrupted, which may cause further issue on your account.

On the other hand, please note that Straight Talk Terms and Conditions indicate that if you purchased a Straight Talk product from ******* (and not from Straight Talk directly either by phone or online), your purchase is subject to ******** return policy. To determine whether your purchase is eligible for return, please contact the store where you originally made your purchase. Straight Talk will not process the return of any Straight Talk product sold to you by *******. While if you purchased your Straight Talk device from ****************, you have thirty (30) days from the date your device was delivered to you to return it to us for either an exchange or a refund. To process a return, you must follow the return instructions that came with your device and pay for the shipping cost to send it back to us.

Upon review, your Straight Talk account is active and well provisioned in our system. The usage report of the account also shows that the service was being used. In addition, we found no records of a restriction placed in your account that may lead to or contribute to service interruptions.

Transaction History shows that your phone number ending in 8314 was changed to 8681. We attempted to contact you via phone number ************ and have sent an email to ************************ on 5/6/2025, to discuss the status of your account and service concerns. We were unable to reach you via call; however, we received your email response on the same day, requesting to cease further contact.

If you should still require assistance, you can contact ************** enter PIN 1900. The 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 Straight Talk Wireless.

Sincerely,

Executive *********************
Initial Complaint
Date:04/22/2025
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.
Dear *** or Madame,I am attempting to register a new bank account with *****. No matter how many times I tried, the phone number continued to get rejected. My next step was to reach out to both ******* ****** and to *********************** the parent company of *****. After over 100 emails, faxes and phone calls, I had a conference call with them today. Theri IT department advised that the phone number had challenges in that the name was not matching. Upon going to the Safelink site, under my profile, it only shows my first name. This could be the issue. Their corporate teams would like to speak with you. The contact information is listed in the screenshots. Please contact them directly. The resolution does not have to be specific to my account but rather to a general scope of how names show up, when a phone number is ported over to Safelink. This is incredibly challenging as it is making my banking very difficult.
Business Response
Date: 05/05/2025
Dear **** ********:

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

Your complaint states that you are trying to register your new bank account, but encountered some challenges related to the registration of your number and the name it appears to be with. Thus, you are requesting assistance regarding the matter.

Upon review, we found that your SafeLink account is active and well provisioned in the system. The account also reflects your personal information along with your Lifeline program enrollment. With that, it would be best for us to speak with you to confirm if further assistance is needed.

We spoke with you on 5/01/2025 via phone number **********; we discussed the status of your concern, and you confirmed that it has been resolved. No further assistance required.

If you should still require assistance, you can contact ************** enter PIN ****. The 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 1319425455.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:04/22/2025
Type:Billing 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 never created and account and never applied for any kind of services and I dont know why and I was unaware that there is active account I never created an account and dont know why there is an account which is active this is not right! Remove my information! Delete and remove the active account!
Business Response
Date: 05/05/2025
Dear **** ******:

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

Your complaint states that you never created an account nor applied for services. Thus, you want your information deleted.

Straight Talk Wireless account authentication policy operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated.

Upon review, we found a Straight Talk account associated to the phone number ending in 0213. The usage report of the number indicates that the service is being used. However, we found no personal information available in the account. With that, it would be best for us to speak with you.

We attempted to reach you multiple times via phone at ************ on 04/24/2025, 04/27/2025, 04/28/2025, 04/29/2025 and 05/04/2025;however, we were unable to speak with you, and you have no valid email address that we can use to contact you as well.

If you should still require assistance, you can contact ************** enter PIN ****. The 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 1319203354.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:04/22/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On March the 2nd I ordered a straight Talk phone for $143.52. when I received the phone it was defective. It wouldn't turn on or charge. I got a hold of customer service and they sent me an email with a shipping label that did not work. I called again and they sent me another shipping label through email, that did not work. They finally decided to send me a shipping label through the mail so I could ship the phone back. I received it and shipped the phone back. The warehouse received the defective phone on March the 18th 2025.I have called one a week keeping up with when I am supposed to be getting a new phone because and they kept telling me 3 to 5 business days. One of the times they told me they were out of stock of the refurbished phones that I bought so they would send me a brand new one. 3 to 6 business days. It has been a month and 4 days since this has started. I have called. Once a week with the same response of 3ntin5 business days. I called on the 22nd just want a refund back because I am obviously not getting this phone and I am fed up. They will not refund my money! Thebtood me to get a hold of my bank and dispute it which I will be doing today as well. I have been a customer of straight talk for over 2 years and this is how I get treated. I want my refund of $143. 52. I am done playing phone tag and being on the phone for an hour with several different people just to tell me 3ntin5 business days for the new phone and still haven't received it after 34 days of going through this. I also was over charged for an amount of ****** they said the would refund me and I still have yet to get that too!! And i will be filing a complaint for that as well right after I finish this complaint. This is ridiculous and I have been nice and patient only to get screwed around for over a month.
Business Response
Date: 05/06/2025
Dear ***** ********:

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

Your complaint states that the phone you ordered was defective and you were advised to return it to get a replacement device.However, you have yet to receive a replacement phone. In addition, you were overcharged $170.90, and no refund has been given to you yet as well. Thus, you are requesting a refund on your phone and the overcharged taken from your account.

Upon review, we found that you ordered your phone on 3/01/2025 with order number *********. You paid for it $143.52 which includes a $45 airtime plan. On 3/06/2025, you reported the phone as defective;it will not power on and a replacement phone request was created. Reference number **********. The defective device was returned on 3/18/2025 per *** tracking number 1Z6980XX9072116666. However, the record shows that no replacement device was shipped out because the request was assigned to an invalid fulfillment center.Meanwhile, we checked your purchased history to verify the overcharged amount of $170.90 in your account; although the numbers appear in your TracFone account, but upon confirming the charge taken on 3/31/2025 using its merchant reference number BRM20250331199719985; the confirmed amount charged was only $38.56. It appears that a system glitch was experienced. We do apologize for the inconvenience this concern may have caused you. Rest assured we are here to help.

We spoke with you on 4/25/2025, 4/29/2025 via phone number ********** and discuss your refund request wherein you agreed to contact your bank for verification. On 5/02/2025, we received your email response via your email address ************************* stating that you have not received a refund for your phone. Please know that we filed a refund request for your phone and we received its approval on 5/06/2025. Refund confirmation *******************. This credit posting amounting to $143.52 will usually occur within 3-5 business days after processing. You may contact your bank to verify this posting. However, we found no overcharge taken from your account amounting to $170.90 taken on 3/31/2025. Thus, we cannot process a refund for it.

If you should still require assistance, you can contact ************** enter PIN 1900. The 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 1319283477.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 05/06/2025

Better Business Bureau:

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

Sincerely,

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

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Safelink Wireless is NOT a BBB Accredited Business.