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

823 total complaints in the last 3 years.
170 complaints closed in the last 12 months.

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Submit a Complaint

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

Initial Complaint
Date:04/21/2025
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 purchased a phone from straight talk on February of 2025. the unlocking policy at that time was that I had to activate phone for 30 days and the phone will be unlocked 60 days from that activation day. On April 1st 2025 straight talk changed the policy to 60 days of service vs the previous 30 days required for unlock. they are now refusing to unlock my phone.
Business Response
Date: 05/01/2025
Dear ****** ****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated April 21, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you purchased and activated a phone on February of 2025, and the Unlocking Policy at that time enables your phone to be unlocked after 60 days from activation. However,the Unlocking Policy was updated on 4/1/2025, and your phone is no longer eligible for unlocking since it needs 60 active days of service.

Please be advised that Straight Talk Terms and Conditions indicates that the Unlocking Policy may be updated from time to time, and that it is subject to change without advance notice.

Straight Talk Wireless Unlocking Policy indicates that 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. To know more about the unlocking policy, you may visit our website ************************************************

We reviewed your account and we have determined the phone was activated on February 13, 2025. However, on March ******* your device was deactivated due to non-renewal of service. The records show that the phone is not eligible for free unlocking as it has not meet the 60 days of paid service.

We spoke with you via phone number ************ on 4/24/2025, and discussed the aforementioned. You mentioned that if the only resolution is to add service, then you are not going to proceed with the resolution and you want to leave your account as it is and ended our conversation.

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 ******* Ticket Number 1319208340.

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: 05/02/2025

Complaint: 23231682

I am rejecting this response because: straight talk is full of s*** The terms under which I agreed to at the time of activation should be honored. But thanks anyway. Id rather use the phone as a paper weight than pay for another month of straight talk service.

Sincerely,

****** ****
Initial Complaint
Date:04/20/2025
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 purchased my phone and service line on 2/16/25 with the intent to get the phone unlocked after 60 days. Per the policy at the time of purchase, unlocking was supposed to be automatic after 60 days of Activation (see the attached unlocking policy). After checking the device on 4/19/25, the device remained SIM locked. I attempted to unlock the device via the unlock eligibility website tool provided by the provider. After providing my phone number and IMEI number, the vendor's tool reported my device was eligible for unlocking (see attachments). Filling out and submitting the form, however, did nothing and returned me back to the policy page without any indication that the request was submitted successfully.I contacted customer support on 4/19/25 and was informed that activation cannot proceed because I am one day short on service - 29 days, but 30 days were required - and that after one extra day of service my device will be unlockable using the online tool. The agent provided me with a complimentary one day of service to fulfill this requirement and ensured that tomorrow I should be able to proceed with the unlocking.On 4/20, the device was still locked, and the online tool, while reporting my device to be eligible, still didn't have any real effect on the status of my SIM lock. I contacted customer support again, and after extensive conversations with an agent and their supervisor, I was informed that I would need to purchase one more month of service, and only after that,t my phone will be eligible for unlocking. Therefore, I am forced to pay and wait to get my phone unlocked, which is against the written policy of the company at the time of purchase, as well as against the online unlock tool provided by the company and the information, and directions provided by the same company's agent the day before in which I was assured the device would be unlocked on 4/20/25.This behavior by the company is deceptive and unacceptable.
Business Response
Date: 05/01/2025
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 expect to have your device unlocked 60 days after its activation, but it remains locked to this date. You tried asking for assistance, but it is left unresolved.

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

Upon review, we found that your phone has yet to meet the eligibility to get it unlocked today. As we checked its eligibility, a message prompted stating that device is not eligible -insufficient time from device activation or 60 paid service days required. The record shows that your phone only has 30 paid active services.

We spoke with you on 4/21/2025 and 4/24/2025 via phone number ********** and discuss your unlocking request. Per Unlocking Policy, we are unable to unlock your phone at the moment. You also refused to complete the 60 days paid active service needed to get the request going.

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 1319013754.

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: 05/01/2025

Complaint: 23228923

I am rejecting this response because this resolution is unsatisfactory. The company has changed the unlocking policy after the phone has been activated and changed the terms of service after the purchase has been made. Moreover, per the *** ruling from June 25, 2019, they permit "******* to lock a customers handset for 60 days from the date it becomes active on ******** network."
The company's proposed resolution is in direct violation of the *** ruling and the previously adopted unlocking policy.
Sincerely,

***** *********
Business Response
Date: 05/12/2025
Dear ***** *********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 5/2/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you are unsatisfied with the resolution regarding the unlocking of your phone, because the company has changed the unlocking policy after the phone was activated.

Please be advised that Straight Talk Wireless Unlocking Policy is subject to change at any time without advance notice. Unlocking Policy indicates that 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. For more information about our Unlocking Policy, you may also visit our website at *******************************.

Our records show that your phone was activated on 2/16/2025 with a Straight Talk $55 30-day unlimited plan, and got deactivated on 3/18/2025 due to non-renewal of service. It was reactivated for a day as replacement service, and got deactivated the following day. Therefore, the device is not yet eligible for unlocking since it has not met the minimum requirement of 60 days of paid active service.

We attempted to contact you via phone number ************ and have sent emails to ******************** on 5/6/2025, 5/7/2025, 5/8/2025, and 5/9/2025, to discuss the status of your account and unlocking request. However, we were unable to reach you, and have not yet received your reply to our emails.

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. Thank you for choosing Straight Talk Wireless.

Sincerely,

Executive *********************
Initial Complaint
Date:04/18/2025
Type:Delivery 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 ordered a router from them a week ago. They have not processed my order and when I contacted them they gave me fake shipping numbers to ***** just to get me off the phone. The company is thieves and I've read multiple complaints about people never getting their items. *** why a company like this is aloud to **** in *******.
Business Response
Date: 05/01/2025
Dear ****** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 04/18/2025, regarding BBB Case number ******** complaint.

Your complaint states that you ordered a router week ago; however, it has not been processed and you were provided with incorrect tracking when you inquired about the order from customer service. With this, you are requesting to cancel your order and get a refund.

We reviewed your order with order ID *************** placed on 4/11/2025, and our records show that the shipment was not initiated after you placed the order because the requested device is out of stock. Please note that the shipment for an order will be initiated once the device is available.

Our latest review shows that the shipment was initiated on 4/18/2025, and as per *** tracking # 1ZY902R60238782110,the package was delivered on 4/22/2025 at **********, **. Records indicate that the Home Internet device was activated and is being used.

We attempted to contact you via phone number ************ on 04/21/2025, 04/22/2025, 04/23/2025, 04/24/2025,and 04/27/2025, to discuss the updates on your Home Internet device order;however, we were unable to reach you and have not yet received your reply 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 1319000611.

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:04/16/2025
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 phone and a plan from this company on March 31, 2025. I found out after that I can not use it overseas and I will be going to ***** shortly. I got another plan and phone through ******* and canceled my service with Straight Talk. I was informed I would receive a refund of $62.25 in 3 to 5 business days and the phone was locked. I was informed I could not sell it but I could give it to a friend or family member and they could purchase a plan. After the 5 days had passed I contacted Straight Talk and was told I could not receive a refund until I sent everything back including the box and that I would have to pay to ship it back. I do not have the original packaging and I have already gave the phone away, as I was told before.The customer service **** at the regular number and corporate were very rude, repeating the same thing over and over, but not resolving the problem. I have been lied to many times by this company, told one thing by one CS and something else by another. I would like my refund.
Business Response
Date: 04/29/2025
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 purchased a Straight Talk phone and an airtime plan but later find out that it cannot be use overseas; therefore, you decide to request for a refund at least for the airtime plan since you already gave the phone away. However, you were told that you have to return the package to get a refund.

We spoke with you via phone at ********** on 4/18/2025,4/19/2025 and 4/22/2025 where we ask you for your order information so that we can check the eligibility of your refund request; however, you were not able to provide the necessary information right away and we opted to set up a callback.During our callback on 4/22/2025, you stated that you no longer need our assistance since your refund request has been worked on.

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 1318821213.

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:04/14/2025
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.
Repeatedly runs me in circle for phone plan that I am elective for through government assistance. I was fully approved March 6th and they have repeatedly talked in circles without providing me any services.
Business Response
Date: 04/28/2025
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 were approved to receive a free phone plan through government assistance but have yet to receive any service.

Upon review, we found that you applied for the Lifeline program with SafeLink Wireless on 3/06/2025 and was approved on 4/07/2025. Your enrollment allows you to receive the free benefit of unlimited talk and text with 10GB data including 5GB hotspot data per month. The record shows that you are to use a Bring Your Own Phone (BYOP) device and a free SIM card will be mailed to your address.

In an in-depth review, we found that we mailed your free SIM on 4/07/2025 via **** tracking number 4200575192612903031358513036071118.However, the package was returned to the original sender on 4/22/2025 because of insufficient address information. Please know that you need the new SIM card to start using the service. Thus, it would be best for us to speak with you.

We attempted to reach you multiple times via phone at ************ and sent emails using ******************* on 4/15/2025, 4/16/2025, 4/17/2025, 4/18/2025, 04/22/2025 and 04/24/2025; however,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 ****. 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 1318643481.

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:04/11/2025
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.
Sim cards being stolen and unable to replace. Compromising customer personal information
Business Response
Date: 04/24/2025
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 lost your SIM card and were unable to replace it, which may compromise customer personal information.

We attempted to locate your account by utilizing our tools using your name, address, number and email address available in the complaint. However,there was no account found. For us to investigate your concern we will need to have your accounts information which includes your number, device IMEI number and email address associated to the account. Hence, to address the matter we need to speak with you directly for assistance.

We spoke with you on 4/14/2025 via phone number ********** and attempted to assist you, but you asked to communicate with you by email instead and no account information was provided regarding the matter. We sent emails to you via **************** on 4/16/2025, 4/17/2025 and 4/20/2025, but we have yet to receive any email response. We are still waiting to hear 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 1318576050.

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:04/10/2025
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.
Safelink is advertising free iphone government phones it is using apple to pull in people and then sending them chinese androids. Upon clicking an an instagram ad it takes you to the safelink site. You fill out your info and choose your iphone. They then send you a confirmation email.
Business Response
Date: 04/25/2025
Dear ****** *********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 04/10/2025, regarding BBB Case number ******** complaint.

Your complaint states that SafeLink Wireless is advertising a free government iPHone, but your received an android instead. The said advertisement from Instagram routed you to the SafeLink site to choose an iPhone, and then a confirmation email was sent.

In our review, our records show that you applied for the Lifeline program with SafeLink Wireless on 3/28/2025, and selected the free phone option. You were enrolled in the program successfully as of 4/16/2025 with unlimited talk, text and 25 GB of data plus 10 GB of hotspot every month. Our records show that the free phone you received is a BLU View 5, which was delivered on 4/14/2025. The account is active and provisioned in our system, and Usage Records indicate that the phone is working and is being used.

Please note that the free phone option you will receive depends on the availability of the device, and customers have no option to choose the device model or brand. If the customer is unhappy with the free phone, they have the following options:

*Use their existing TracFone
*Buy a new TracFone-branded phone or a new BYOP-compatible phone through Quality One
*Bring their existing phone through TracFones BYOP Program
*Trade their existing phone through Phobio Trade-in Program

We spoke with you via phone number ************ on 4/13/2025, and discussed the aforementioned. Furthermore, you provided us the link from Instagram wherein it indicates for a free iPhone for you to choose upon creating a LifeLine application through SafeLink Wireless website.Upon review, the link you provided is associated with Quality One Wireless,*******************************.

We then spoke with you on 04/13/2025 via phone number ************, we discussed to you that SafeLink Wireless does not offer iPhone devices. Furthermore, you provided us the link from Instagram wherein it indicates for a free iPhone for you to choose upon creating a LifeLine application through SafeLink Wireless website. Upon review, the link you provided is associated with Quality One Wireless,*******************************. With this, an escalation shall be send for clarifications. Hence, we agreed for a callback.

We attempted to call you on 04/25/2025 via phone number ************, and send an e-mail via ***************************** However, we were not able to reach you, and have not yet received your reply to our email.

The investigation regarding the link you received is still ongoing. As agreed, we will contact you once we received updates.

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 1318384992.

Based upon the foregoing, we will contact you once we received updates from the escalation. Thank you for choosing SafeLink Wireless.

Sincerely,

Executive *********************
Customer Answer
Date: 05/08/2025
They are still running an ad to this day. The wuality one wireless they refer to is using safelink as well as iphone trademark. They have a logo on the page that says they are qualified safelink they even use the name safelink in the website which adds to the confusion. ******************************************* You can clearly see in the comments on the video of other people claiming its a scam. They have a direct competitor known as airtalk wireless running the same ads, only they actually are sending iphones to individuals.
Customer Answer
Date: 05/08/2025

Complaint: 23185310

They are still running an ad to this day. The wuality one wireless they refer to is using safelink as well as iphone trademark. They have a logo on the page that says they are qualified safelink they even use the name safelink in the website which adds to the confusion. ******************************************* You can clearly see in the comments on the video of other people claiming its a scam. They have a direct competitor known as airtalk wireless running the same ads, only they actually are sending iphones to individuals.

Sincerely,

****** *********
Business Response
Date: 05/16/2025
Dear ****** *********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 5/9/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that the ad is still running to this day. The ad is misleading as it routes to Quality One Wireless with the SafeLink logo.

Please note that SafeLink Wireless offers free cellphone for eligible customers in certain states. The free phone to be sent is based on what is available in stock. We cannot prevent any entity to use the official websites link immediately. We will conduct further investigation regarding this matter.

We spoke with you via phone number ************ on 5/12/2025, and discussed the aforementioned. You mentioned that the ad is still running and will route you to Quality One upon clicking, and to ******************************* website when you continue. As agreed, we will submit an escalation to conduct further investigation regarding this matter. We appreciate your time in bringing this matter to our attention.

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. Thank you for choosing SafeLink Wireless.

Sincerely,

Executive *********************
Initial Complaint
Date:04/06/2025
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.
The technical support representative named gamavel persistent to keep on speaking over me when I was trying to speak to him and ask him a certain question about my my account and he kept on talking over me it wouldn't let me speak and then you start to persist on saying that he would not give me his reference number and that I could not speak to his manager in reference to ask him about my account or trying to correct information about my account and then he proceeded to to tell me know to on transfer me to to escalate this to a higher matter and so he would transfer me to another representative he persisted to go into my account while I was off the phone and deactivate my service and this is for SafeLink wireless California LifeLine wireless and this is ***** ***** ******* navigate to birth is **********
Business Response
Date: 04/14/2025
Dear ***** *******;

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 4/6/2025, regarding BBB Case number ******** complaint.

Your complaint states that you were not assisted properly when you contacted customer service to ask some questions pertaining to your SafeLink account.

We appreciate your feedback regarding your negative customer service experience. We value customer feedback to support future improvements. We apologize for any inconvenience you 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 reviewed your account and determined that you applied for the Lifeline program with SafeLink on 2/4/2025 and was qualified on the same day with Unlimited Talk and Text with 25GB/month of FREE data including 10GB of ************* A pre-activated *** card ending in 2539 was delivered on 2/12/25 in ***************, per **** tracking number ********************************** in reference to ticket number 1313696255.However, your lifeline enrollment was cancelled on 3/9/25 due to no initial usage of service detected. You reapplied for the program and got qualified again on 4/5/2025 with the same benefits as your previous application. Another pre-activated *** card is being shipped, and **** tracking number ********************************** shows that it will be delivered to *****, **, by 4/14/2025. Please insert the *** card once you receive it, and initiate service usage 30 days from your application date, to avoid enrollment cancelation.

We attempted to contact you via phone number ************ on 4/9/2025, to discuss the status of your account and service concerns; however, someone else answered and mentioned that he does not know ***** *******, and that it was her direct line that we contacted. With this, we have sent emails to ************************ on 4/8/2025, 4/10/2025,4/11/2025, and 4/14/2025; however, we still have not received your reply to our emails.

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. Thank you for choosing SafeLink Wireless.

Sincerely,

Executive *********************
Customer Answer
Date: 04/15/2025

Complaint: 23166606

I am rejecting this response because:he went against privacy policies on his own terms with company policies he's suppose to abide by and broke the law by terminating my account because he was over talking me being rude then denying me of service from his supervisor or manager when asked to speak to manager then he proceeded to tell me that I'm not complying goes into my account and deactivates it after I hung up I called back and it's the same person mean while I had waited a good four hours called back again it was the same person still so I asked for his name and he was gladly able to tell me not remembering who it was he asked may I help you I said no that's all

Sincerely,

***** *******
Customer Answer
Date: 05/06/2025
Yes hi this is ***** ***** ******* the phone number I did not put that number and additionally someone cancelled my services again so what's going on here I activated that sim the phone number is ********** and it's crazy I been using the si.e for about a month now all of a sudden it gets cancelled this is the third time
Business Response
Date: 05/15/2025
Dear ***** *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 5/6/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you did not put the phone number and that your phone service was cancelled again,despite activating and using the *** for a month.

We reviewed your latest Lifeline enrollment with SafeLink Wireless; it was enrolled on 4/17/2025, but got cancelled on 5/4/2025 due to a Transfer out request. This caused the deactivation of your account with phone number ending in 2580 on 5/4/2025. If you wish to continue receiving Lifeline benefits with SafeLink Wireless, you must re-apply for the program.

We attempted to contact you via phone number ************ and have sent emails to ************************ on 5/7/2025, 5/8/2025, and 5/9/2025, to discuss the matter with your account. We were unable to reach you via call; however, we received your email response on 5/9/2025, stating that the number we dialed is not your phone number. Thus, we have sent our responses on 5/12/2025, and 5/15/2025; however, we still have not received your reply to our emails. We need to speak with you directly to discuss this matter.

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 1320077838.

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

Sincerely,

Executive *********************
Initial Complaint
Date:04/04/2025
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 provided a refurbished phone from the warehouse that no longer is able to keep a charge . I then't called the company For a replacement and was told I do **** qualify for a new phone. I could purchase one or add more minutes to the broken phone. I explained I was on the lifeline program and could not afford to purchase a phone due to being on government assistance.. I was transferred to the supervisor who regurgitated the same information. She also refused to give me a Nurember to call and complain about her and her co-workers service. It has now been 1 week that I am without a phone in my home where I reside with a small child. The lifeline program is to help ********** families with internet and cell phones in the home. Except I am not being helped, I am just being told by several supervisors to purchase.a phone at a discounted price OR add minutes to a inoperable phone. I'm desperate. I desperately need a phone because my child is going away on a school trip and I need to be in communication with him to make sure that he is safe. Also, we need a Phone in the house for safety resouraises along other reasons. Safely. It's not interested in any of these reasons I have listed. Plus the fact that I am in a ********** in a Government program. The customer service and the way they treat their customers is awful. They need serious retraining ..
Business Response
Date: 04/16/2025
Dear Tokeitha *****:

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 have a defective phone and are in need of a replacement device. You tried to call customer support for assistance, but the concern was left unresolved.

Upon review, we found that you applied for the Lifeline program on 5/18/2023 and got enrolled on 5/30/2023. Your Lifeline enrollment allows you to have free unlimited talk and text with 10GB of data including 5GB of hotspot data per month. The record shows that you have been receiving the free benefit and the service is being used. Meanwhile, as we check, your phone is no longer under warranty.

We spoke with you via phone number ************ on 04/15/2025 and discuss your replacement phone request. We tried to troubleshoot the device but determined the device needed to be replaced,since it will not hold a charge. As a one-time courtesy, an out-of-warranty phone exchange was created with reference number **********. Your replacement phone will be ship using the *** tracking number 1Z7X28F00255043259. Please know that delivery will usually be within 3-5 business days.

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 1318244930.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 05/01/2025

Complaint: 23161226

I am rejecting this response because:

Sincerely,

Tokeitha *****
Initial Complaint
Date:04/04/2025
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.
I switched my lifeline service back to Safelink Wireless from another provider, Standup Wireless. As a part of this, I wished to transfer my existing number to Safelink as well. I was able to start the number port with a customer service agent, but she said there were errors showing (but she didn't elaborate on them) and asked me to contact Standup Wireless, my old provider, to fix them. She said she would call me back about 45 minutes later, but never did. The agent for Standup Wireless explained that any errors must be on the part of Safelink since everything was showing fine on their part. While waiting for the callback, I noticed that my service on the Safelink SIM card had my original number ending in 4900 now, so I figured the transfer was complete. I made test calls and texts, and thought everything was fine. Then I realized I could not receive calls or texts from others. I tried logging on to my account under enrollment ID *********, but it requires a OTP be sent to the number ending in 8599, which is no longer associated with any Safelink accounts. I then tried logging in with my number ending in 4900, but was brought to my old disconnected account from 2023, which has the same number I transferred, creating this problem. That account is under enrollment ID *********. When I tried calling Safelink, there system will only say that there is a number transfer in progress, and then disconnects me! This happens no matter how I try to reach a live agent! I'm now stuck with no way to reach Safelink and no way to access my current account online. I am demanding an account specialist to immediately contact me to resolve this issue and either merge my accounts or delete the old accounts while updating their system to fully associate my account under enrollment ID ********* with my phone number ending in 4900. Thank you.
Business Response
Date: 04/16/2025
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 transfer your **************** and phone number from Standup Wireless to SafeLink Wireless, but an error was encountered.

Per policy, a phone number needs to be active with the current service provider in order to be eligible for porting to a new service provider. The customer must have the Number Transfer PIN (NTP) code, account number, or Zip Code associated with the account. Without all the necessary information, we cannot proceed with the port request.

Upon review, we found that a port request was initiated on 4/02/2025 with reference number **********. The record shows that there was a problem in completing the request due to the account password/pin is incorrect.

We spoke with you on 4/08/2025 via phone number ********** and work on your port request and manage to complete it. However, we found that your Lifeline enrollment got cancelled on 4/07/2025 due to no active SafeLink phone.With that, new enrollment must be processed. On 4/09/2025, you reapplied in the Lifeline program and got enrolled that day. Your enrollment allows you to have the benefit of unlimited talk, text and 10GB data including 5GB of hotspot data per month. A follow-up call was made on 4/14/2025 to check on your service and to provide update on your Lifeline enrollment. You confirm that the service works. No further assistance required.

To this date, your SafeLink account shows active, and well associated with your Lifeline program enrollment.

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 1318173759.

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

Sincerely,

Executive Resolution Department

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