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

823 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:04/02/2025
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 wireless,sent deactivated replacement phone that is working properly and it,s has been three weeks and they just keep in five to 10 days well it's now been 21 days now and today they are telling me I still have to wait another 7 to 10 more days before I get my phone .I am disabled and I need a working phone so how it that I told them that I am disabled and the is a life line program that it is having my without one for a whole ********** with my acp I should be getting 25GB free but yet I,m paying $20 each month for the 25GB The first time they didn't send me the second replacement phone the should have the next over nite next day air.And they keep transferring back to the person that transfers me to them,and just plain hanging ******* the data I,m paying for I can't even use because when they sent the replacement phone,they didn't send the updated sim card
Business Response
Date: 04/07/2025
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 have yet to receive your replacement phone and that you are paying $20 to get your 25GB data.

Upon review, we found that you enrolled in the Lifeline program with SafeLink Wireless on 3/16/2019 and was approved on 3/19/2019. Your Lifeline enrollment allows you to receive the benefit of unlimited talk and text with 10GB of data including 5GB hotspot data per month.

The record shows that you are receiving the free benefit and for the month of March 2025, you have been purchasing a data add-on plan.Please know that if you go over your free 10GB data allocation per month, you can always purchase the data add-on plan to get more data. As per your data usage, it shows that you went over the free 10GB allocation; therefore, it was a must to purchase additional data to keep your data connection working.

Meanwhile, we found that your phone is no longer covered with warranty but as one-time courtesy, the system allowed us to grant one more replacement request. The out of warranty phone exchange was created on 3/15/2025;however, due to the unavailability of the phone, there was a delay in shipping your replacement device. On 3/24/2025, we found that you called and agreed to receive a comparable device. Thus, updates were made on the service ticket.

We spoke with you on 4/05/2025 via phone number ************ and the aforementioned details were discussed. We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future. As per *** tracking number 1Z7X28F00255485460, your phone is scheduled to be delivered on 4/08/2025.

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 1317897776.

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:04/02/2025
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 been a safelink customer for more than 18 months. The original phone they sent me when I set up service does not hold a charge. I can't even charge the phone and has no wifi or storage capabilities. This is a horrible phone! I am older and in very poor health. I need a working phone for emergencies. I have called customer service in the past and they barely speak english and did nothing to rectify the situation. I need a new phone not a refurbished phone that actually works. If this situation is not taken care of by the end of the week I contacting my attorney. I haven't been able to charge my phone in three days.
Business Response
Date: 04/15/2025
Dear ******* ****:

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

Your complaint states that you are requesting to get a new phone as a replacement because your old phone could not be charged; however, you were not assisted accordingly when you contacted customer service.

Please note that Terms and Conditions indicate that your SafeLink Phone is covered by a one (1) year limited warranty, administered by SafeLink. SafeLink may, at its sole discretion,replace the Product with a refurbished phone of the same model if available, or if not available, of a comparable model of phone.

We reviewed your SafeLink account and determined that you are enrolled in the Lifeline program since 12/15/2023, with monthly benefits of unlimited talk, text and 10 GB of data plus 5 GB of hotspot data. Usage Records indicate that the phone is working and service is being used. Transaction History shows that a ticket was created to replace your old phone on 12/11/2024, with reference number **********. The two (2) replacement phones were delivered to **********, **; one (1) was delivered on 12/16/2024 per *** tracking # 1Z7X28F00255059322, and another one was sent on 1/10/2025, per *** tracking # 1Z7X28F00255748499.Per our records, the replacement phones are not active, while the original phone is currently active with your phone number.

We attempted to contact you via phone number ************ and e-mails were sent to ************** on 4/4/2025,4/7/2025, 4/8/2025, 4/10/2025 and 4/15/2025, to discuss the status of your account and service concerns; however, we were unable to reach you and have not yet 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 1312066747.

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:04/01/2025
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.
I purchased a phone from SafeLink wireless online for $108 when I got the phone I plugged it in and it didn't work so I put it in the box and I put the return ad return address sticker to *** back on there and I sent it back to them they receive it and I have proof of that. They will not give me a refund they're not saying anything except for just wait five more days 5 days go by still nothing they sent me a free upgrade phone but it has nothing to do with a replacement phone because the phone that they sent me is like 50 bucks and the phone I bought was 108 and I told them I don't want any phone I want my money back and they're refusing to give it back to me
Customer Answer
Date: 04/02/2025
Well now they cut my service off for no reason I'm disabled and live alone what do I do now
Customer Answer
Date: 04/02/2025
They cut off my phone service last night about 3:00 in the morning well lucky this morning I was able to get someone nice and SafeLink they turned my phone back on this is what it kind of people I'm dealing with and I got two emails I'm going to show you they're saying that they're going to contact me within 5 days they're going to contact me in 2 days they've been saying this the whole time and no one ever contacts me they're just blowing smoke up my **** sorry that's just the way I feel you know I don't know what to tell y'all but they're not helping me get that refund at all no one's calling me back no one's helping me nothing
Customer Answer
Date: 04/03/2025
I contacted SafeLink again the corporate office and they said they have to wait for a response from the refund people but that could take up to 30 days I don't know what to do
Customer Answer
Date: 04/04/2025
Well because I had to dispute this through my bank they closed my account and then I got this letter from SafeLink and they're only saying this just to get your guys off their back they haven't sent nothing my bank is instant family sent anything now I'm still going to be able to receive the refund they told me but my bank account is closed now because of them and because of this having to dispute them three different times
Customer Answer
Date: 04/05/2025
I just received another email from SafeLink stating that my refund was approved but they won't give me proof that has been sent to my bank is there any way you guys could help me with that make them give me proof or you guys proof that they sent it to my bank please I just don't believe in they lie to me so much I really appreciate your time and help thank you so much
Customer Answer
Date: 04/07/2025
Disabled corporate office keep sending me the same exact message there's still no refund they sent me refund but they won't send it to meMary *******

We are writing you from ************************* in regards of the BBB complaint we received from you.

Thank you for your interest in Safelink Wireless. We are responding to your recent inquiry.

As per conversation, we are glad to know that your refund was already approved, now we need to wait for your financial institution to complete the refund process. We would like to take this opportunity to apologize for any inconvenience you may have experienced with this issue.

Internal FCC Reference No. 1317745388.

Thank you for being a Safelink Wireless customer. We appreciate your business.

If more assistance, please contact us at ************** PIN/Ext. ****, we are open 7 days a week from 9:00 AM to 7:00 PM EST time

Regards,

Safelink Wireless
Business Response
Date: 04/21/2025
Dear ******* *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 04/01/2025, regarding BBB Case number ******** complaint.

Your complaint states that you ordered a phone from SafeLink online, and returned it since it did not ******** received a replacement phone which is not comparable to the one you purchased,and you requested to get a refund; however, your refund request was denied.

We reviewed your account and determined that you got enrolled in the Lifeline program with SafeLink on 2/1/2025, with unlimited talk, text and 10 GB of data with 5 GB of hotstpot every month. Usage Records indicate that the service is being used.

On the other hand, we reviewed your order with order ID *********; it was placed on 2/27/2025, amounting $108.48. You returned the phone thru *** and our warehouse confirmed receipt of the device on 4/1/2025. Refund requests were attempted; however, we encountered errors in the system upon processing the refund.

We spoke with you via phone number ************ on 4/2/2025, and discussed the aforementioned. We created a ticket to process your refund request, with reference ticket number **********, and advised to call you back for updates.However, our records show that the refund credits were declined by your bank. We agreed to send you the refund via check; therefore, another ticket was created to send the refund via check, with reference number ************* of 4/18/2025, the refund request was processed and approved. Please allow 7-10 business days, or up to 30 days for the shipment of the refund check.

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,

Executive Resolution Department.
Customer Answer
Date: 04/23/2025

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,

******* *******
Customer Answer
Date: 04/23/2025
I don't have any more information I just wanted to say thank you so much to all your help anyone and everyone that helped me I really appreciate you guys and I will give you the utmost A+ A+ A+ rating I can thank you so much God bless you
Customer Answer
Date: 04/27/2025
I don't have any paperwork to send you cuz I sent everything but I still haven't received that check from these people that lied to you and lied to me and said you know that the check's been mailed and so forth there's nothing there's nothing coming I get informed delivery from the post office nothing's coming all week long from them you know they're just lying I don't know what to do
Customer Answer
Date: 05/12/2025
Y'all told me they issued my refund already but I must wait 30 days well 30 days has come n gone what can I do obviously there lieing to you and me.
Business Response
Date: 05/21/2025
Dear ******* *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 5/12/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you still have not received the refund you requested despite waiting for 30 days as advised.

In our previous response, we indicated that your refund request was approved on 4/18/2025 with reference number **********. We will submit an escalation, to verify the status of the shipment of the refund check if you still have not received it.

We attempted to contact you via phone number ************ and have sent emails to ********************* on 5/12/2025, 5/14/2025, 5/15/2025, and 5/19/2025, to discuss the matter with your complaint. 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 contact you once we received a response from the escalation.Thank you for choosing SafeLink Wireless.

Sincerely,

Executive *********************
Customer Answer
Date: 06/03/2025

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,

******* *******
Initial Complaint
Date:03/29/2025
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'm on a government program called lifeline free phone service and I was approved for the service for SafeLink they checked everything was ok my phone service company was cut off standup wireless I can't get to customer service I have no phone service I used my mother phone to check my order for a SIM card that SafeLink ok my phone that will use there service sim card my mother got a text message saying my benefits was in danger I got the same Gmail I filled out the application March 10th it March 29th I need phone service because I have no income at the moment my father passed I inherited house legal issues with family and I'm bipolar 2# with p. T. S. D I need to call for transportation to doctors appointments and free food pantries SafeLink got me in a unhealthy perdiciment I can't live I'm stuck because I have no phone service to call and make life living arrangements I go on SafeLink site customer service they tell me I have to call I can't I'm getting the run around on there app they send a code to a phone number I don't no of and can't change it I have gmails text message and a enrollment number when I was approved and my benefits was being transferred to SafeLink
Business Response
Date: 04/02/2025
Dear ***** **********:

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

Your complaint states that you are on a government program and should be receiving your **************** with SafeLink Wireless. However,you have no phone service.

Upon review, we found that you applied for the Lifeline program with SafeLink Wireless on 3/10/2025 and got approved right away. Your enrollment was set up to reuse a previous device and to receive unlimited talk,text with 10GB data per month including a 5GB hotspot data.

The record shows that your SafeLink account with phone number ending in ************************************** the network. The phone actually received the benefit upon reenrollment.

We spoke with you on 4/01/2025 via phone number ********** and confirmed that the service is working but initially had no idea that the Lifeline benefit was already associated to your phone. 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 1317571688.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:03/26/2025
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.
Urgent Complaint Faulty Device Received Before joining SafeLink be aware !I purchased a phone from SafeLink and waited about a week for it to arrive. When it finally did, it was cracked. This is completely unacceptable. I rely on my phone for work, and now, because of the faulty device you sent me, I am at risk of losing income.I paid $100 for this phone, and I expect to receive a fully functional unit. This issue needs to be resolved immediately. I need a replacement phone sent out as soon as possible, or a full refund so I can purchase another device elsewhere.Please address this matter urgently. I expect a prompt response.Sincerely,****** ******
Business Response
Date: 04/09/2025
Dear ****** ******:

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

Your complaint states that the new phone you purchased was cracked when delivered. Thus, you are requesting a replacement phone or a refund.

Upon review, we found that your order was placed on 3/20/2025 and it was for a ******** phone which you spent $99.21 as per order number 5315-38RI2UA409.Based on the *** tracking number 1ZY902R60238040224, the package was delivered on 3/24/2025. The record shows that the new phone has yet to be activated and a warranty phone exchange ticket ********** was created on 4/03/2025. A replacement phone was sent out on 4/05/2025 and was delivered to your address on 4/07/2025 with *** tracking number 1ZY870930200391813. The phone was activated the day of its delivery and usage report indicates that the service is being used.

We spoke with you on 4/08/2025 via phone number ************ and you confirm to have received the replacement device and that the service is working. 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 1317331029.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:03/23/2025
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.
Phone number: ************ BBB_22766497_Service Issue (KMM17259557V74066L0KM)Simple Mobile keeps disconnecting my line every month! They always assure me it wont happen again, yet my line is disconnected once more. This is probably the fifth time theyve done this.
Business Response
Date: 04/02/2025

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

We have received and reviewed your Better Business Bureau complaint.

This response is in reference to your correspondence dated March 24, 2024, regarding BBB Case number ******** complaint.

Your complaint states that ************* keeps disconnecting your line every month.

We apologize for any inconvenience we have caused with the issue. We value customer feedback to support future improvements and to prevent similar issues from occurring in the future.
Upon checking your case, it was identified that this is a duplicate complaint to the BBB Case number 23106434.
Please be advised that further review has been made on your account and our records show that you have an active enrollment with the LifeLine program through SIMPLE Mobile since 9/23/2024, which benefits includes SIMPLE Mobile $29 Lifeline discount for your monthly plan. However,there was a system issue causing your benefits not to be added to your account automatically.

We spoke with you on March 26, 2025, by phone number **************. During our conversation, we were able to discuss our findings with the issue and update your account to ensure that your benefits will be added properly to your account. We have confirmed that your account is now well provisioned, and your Lifeline benefit is now properly attached.

We are delighted that we were able to assist you with your concern, and we appreciate your patience in working with us to resolve the 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 **********.

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

Thank you for choosing *************.

Sincerely,

Executive Resolution Department
Customer Answer
Date: 04/03/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that the issue is resolved.

***** *******
Initial Complaint
Date:03/20/2025
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.
DearrepresentativesfromTheBBBofMiami,*******,IhopeyouaredoingwellinWestPalmBeach and I hope that you are enjoying the month of March.ImwritingtoyoubecauseImexperiencingsomeproblemswithmycellular PhoneproviderSafelinkWirelessbasedinHialeah and *****,********Ihavebeenacustomer oftheirphonecompanysincetheyear2014andmyphonehasnotbeenreplacedbythe ********************************** MotoGPure Cellularphoneisexperiencingmanyproblems.Thephoneisveryslow,Thephonecallsaregettingdisconnectedoften,sometimestheydon'thearmewell,sometimesthephoneturnsblackcolor and I ended re-starting the phone. The phone is also freezing very often. Some people told me that they tried to call me but the phone numbers don't show in the caller ID when they are calling me.Theydon'twanttosendmemysmartphonethatI'mentitled. My ******** MotoG Purehaveawarranty.Thesecustomerserviceagentsarelyingtomeandtheyarenotsendingmethephoneon-purpose. I have been calling them to request this for more than one year but they are not calling me back and they are not sending me the phone either.TheykeeptellingexcusesthatTheSafelinkWirelesssmartphones Areoutofstock,theyaregivingmeanysolution.Theyarenotcallingmebackeither.Theydon'twanttosendmethephonethatI'mentitledandtheyareonlygivingmeexcusesfornottosendmethephone.Thisproblemisgivingmealotofstress andtensionbecauseIhaveclientsandtheywillnotbeabletoreachmeinthatcellularphonelinewell.Theydon'tseemtocareabouttheircustomers.Myphonehasnotbeenreplacedin2yearsandahalfevenIrequestedoneduringthewarrantyperiod.Allthethingsthatyoucandoinordertoresolvethismatterwillbegreatlyappreciated.Feelfreetocallmeatmylandline718-684-4770 or my cellular phone ************ (After 4:30 P.M)Thanks.KarlArchbold
Business Response
Date: 04/01/2025
Dear **** ********:

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

Your complaint states that you are having issues with your *********** phone, and you wanted to have a replacement.

Upon review, we found that your account is active and well provisioned in the network. The usage report of the line indicates that the service is being used. In an in-depth review, it was found that your current phone, ***********,was a replacement device we issued to you before and it does not have an active warranty anymore. The record shows that we already supplied you with multiple replacement phones before as well. Thus, the system is no longer allowing us to send another one.

We attempted to contact you via phone numbers ********** and ********** on 3/21/2025, 3/23/2025, 3/24/2025, 3/25/2025 and 3/26/2025 but with no success. However, since you are responding to our emails via ******************** you were told that your phone is no longer eligible for a free replacement, and we have been telling you this since last year. If you want to have a new phone, you can either purchase one through our partnered retailer store, SafeLink/******** website and you can call customer care for assistance in placing an order. In addition, you have the option to bring your own phone as well.

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 1316936430.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 04/01/2025
Complaint: 23090341

I am rejecting this response because unfortunately Safelink Wireless is not saying the truth to you. I claimed and demanded my replacement cellular phone device when my ******** GPure phone device was still under warranty but the company Safelink ignored my requests, they knew the problems that I'm experiencing with my phone but they didn't care. I called them multiple about this but they ignored me.

I have only received one phone and this one was the ******** GPure, This phone was received around 2 years and a half.

This was around the year 2022, I haven't received other phones and this cellular phone is experiencing so many problems.
The phone is very slow, The phone calls are getting disconnected often, sometimes they don't hear me well,
sometimes the phone turns black color and I ended re-starting the phone. Some people told me that they tried to call me but the phone numbers don't show in the caller ID, it's very hard to use this phone and this is causing me a lot of problems. The phone is dialing numbers by Itself and is causing me problems as well.

I also sent two email messages to Mr. ******* but he didn't respond to my messages that I sent to him.

I haven't received multiple replacement phones as they said. They are not saying the truth to you. I only got one phone in the year 2022.

Sincerely,

**** ********
Customer Answer
Date: 04/01/2025
More Information:

Here is the copy of the email message that I sent to ********** and The Safelink Wireless executive office. They ignored my message and they never responded to my email message:
"Hi Mr. ****** and representatives of Safelink Wireless Executive
Resolution Department,

I have just got your message.

I hope you are doing well in *******. I'm sorry about the delay in
responding to your message. I was working in a legal deposition when you called me at my landline phone.

I'm
sorry to tell you to tell you this and to repeat to you again. you are
not being fair to me and your company ignored me for a very long time.

I
complained about the problems with your ******** *********** Smartphone
device when my phone was under warranty but your representatives
ignored me and didn't honor my request to replace my phone device even
though my phone was experiencing so many problems.

Some of those agents didn't return my phone calls.

If
I don't get my replacement phone, other complaints will be sent to
other government agencies against your cellular phone company. I have
been ignored by your cellular company for a long time already and I will
file other complaints against your company with other enforcement
government agencies and state agencies.

**** ***** ********"""

Business Response
Date: 04/10/2025
Dear **** ********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated April 02, 2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you reported the issue you have had with the device when it is still within warranty; however, your request to get another replacement phone was not granted.

We reviewed your account with phone number ending in 7219; it is active and provisioned in our system. Usage Records indicate that the phone is working and is being used. We also reviewed the Transaction History, and our records show that you initially requested to get a replacement for this device on 9/22/2024; however, it was not processed. An in-depth review of the account shows that the current phone is a refurbished phone and is the second replacement phone you got from your original phone.Please note that Terms and Conditions under Limited Warranty indicates that all reconditioned or refurbished phones sold by TracFone (except iPhones) have a ninety (90) day limited warranty as do all wireless accessories sold by ********. The phone was activated on November of 2022, therefore, the device is no longer within warranty as of April of 2023.

We spoke with you via phone number ************ on 4/9/2025, and discussed the status of your account and replacement phone request. You mentioned that you reported that the screen freezes and would turn black, when it is still within warranty, and that the troubleshooting steps would not help fix the issue. Despite providing the information we gathered after investigating the account, we advised to submit an escalation and call you back.

We received a response from the escalation, indicating that as one-time courtesy, we will grant your replacement phone request. We spoke with your wife via phone number ************ on 4/10/2025, and discussed the updates with the escalation. We agreed to create a ticket to process your replacement phone request with reference number **********. Once a replacement phone is shipped, please allow 3-5 business days for the shipment.

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 1316936430.

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:03/16/2025
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.
I signed up for ******** which is a free government cell phone service. I received a *** card from SafeLink wireless. After installing the *** card into my phone, the first couple of days I had very spotty service. I could not use my phone inside any buildings. I could not receive any type of service unless I was standing in one spot in the middle of my road. But I figured it was a free service so this is the way it was going to be. A couple of weeks later I stopped having any type of service at all with zero bars on my phone. My phone states that I can only make emergency calls. When I called SafeLink wireless they had me power off my phone. And then power back on. They had me go into my system settings and do all kinds of things turning things on turning them off restarting over and over again to know resolution. They had me remove the *** card that I had just installed a few weeks prior after receipt, and I read the *** card code to them. I was put on hold they came back and told me that my *** card was expired. They told me that if I wanted to use the service I would have to purchase a new *** card. I could purchase the *** card from their website. Otherwise I would not be able to have service. It is my understanding that this is bait and switch. I was told that I would have free *** card and free service I have neither unless I pay for it. That's not free. In the meantime when I tell them that I would like to deactivate my account they tell me that I have to wait. If I do not use my account for 30 days it is automatically deactivated. It is my understanding that SafeLink wireless provides lifeline service through the United States government who pays for the service. So I get no service unless I pay for it something that's already being paid for by the United States government seems to be double dipping. Sounds like a bunch of thieves to me. I just want what I signed up for or have my account deactivated with verification letters in the mail and through email.
Business Response
Date: 03/26/2025
Dear ********* *****:

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

Your complaint states that you have Lifeline with SafeLink Wireless and have received a free *** card. You experienced spotty service to no service upon using the *** card and was eventually advised the need to buy a new one. The service is free and so should the *** card. Therefore, you want the service to work without the need to buy a new *** card or deactivate your account.

Upon review, we found that you applied for the Lifeline program with SafeLink Wireless on 2/12/2025 and got enrolled on 2/14/2025. Enrollment allows you to receive the benefit of unlimited talk and text with 10GB data including a 5GB hotspot per month. Upon enrollment, you opted to use a Bring Your Own Phone (BYOP) device, and a free *** card was delivered to your address.

In an in-depth review, it was found that you were experiencing service interruption and troubleshooting was performed to resolve the matter. Please know that service interruption may occur due to many factors including your device, network changes, network traffic volume, network outages, technical limitations, signal strength, the terrain and your proximity to buildings, foliage and other obstructions, weather and other conditions.

We spoke with you on 03/17/2025 to the phone number ************ and discuss the status of your phone service. Since we do not see any significant usage of your phone service, we offered to send a new ******* network compatible *** card at no cost. However, you decline the offer. You opted to have your SafeLink service deactivated and the cancellation of your Lifeline enrollment. We have successfully processed your request.

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 1316628327.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 04/08/2025

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,

********* *****
Initial Complaint
Date:03/12/2025
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.
As seen in the picture I uploaded an IPhone 15 was promised so I applied on March 4, 2025 and I received a Blue 5 model phone which is not an IPhone. Called to let them know they said they don't give reference # or any information in regards to the supposed escalated report nor could I speak to a manager. This is false advertisement to get you to sign up. I need resolution on this matter for several reasons one its not the phone they promised two I can not follow up with my complaint and three I do not want services with this company now and they will not tell me how to return this phone and to cancel my service with them. Because it's a special program for seniors/disabled/low income I'm now locked in with them and have no out to change to an honest provider.
Business Response
Date: 03/25/2025
Dear ***** *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 03/13/2025, regarding BBB Case number ******** complaint.

Your complaint states that you applied for the Lifeline program on 3/4/2025 since it was advertised online that you would receive an iPhone 15; however, you received a Blu View 5 phone instead. In addition, you would like to follow-up with your complaint regarding this matter, and wanted to cancel your enrollment with SafeLink.

Please be advised that SafeLink customers from selected area will be offered a free phone upon enrollment. The free phone model will be based on what is available on stock.

We reviewed your account and determined that you applied for the Lifeline program with SafeLink Wireless on 3/4/2025, and was successfully enrolled on 3/14/2025, with unlimited talk,text, 25 GB of data, and 10 GB of hotspot data. Per **** tracking, the free Blu View 5 phone was delivered to *******, **, on 3/12/2025. The device is active and provisioned in our system.

A customer may transfer his or her Lifeline benefits to another participating provider once per service month. The National Lifeline Accountability Database (NLAD) requires the customer's express consent before each Lifeline benefit transfer transaction occurs. By granting consent,the customer is recognizing that they will no longer receive their benefits through the previous service provider. The consent also ensures that the customer's benefits are properly transferred to the new service provider, so the customer can continue to receive their benefits without interruption.

We spoke with you via phone number ************ on 3/19/2025, and informed you that the file you included with the advertisement, is not with SafeLink. Please note that SafeLink updates and other promotions are sent via registered email/phone number, or thru our official website. You requested a callback for further assistance since you needed to look for another **************** provider.

We made a follow-up attempt to contact you via phone numbers ************, ************ and emails were sent to ************************ on 3/20/2025, 3/21/2025 and 3/24/2025; however, we were unable to reach you and have yet to receive 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 *********************
Initial Complaint
Date:03/07/2025
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.
Every month for the last year I have purchased extra data and something keeps kicking my purchases out of the system ( taking my data away). I have called the company and they tell me to purchase more. This last month I purchased an unlimited data package on Feb 8 2025. It is March 7 2025 and they are telling me my 30 day service is already been over. I asked to speak to a supervisor they will not send me to one. I have spent I'm not sure how much money for them to keep. Telling me to purchase more. I am not getting what I pay for and can not get any resolution to the problem. I don't know if they are scamming people or what is going on but someone that has ********** already shouldn't have to keep paying for something they aren't getting. Not to mention the hours on the phone and rude support representatives I have encountered. I just wish that someone could Investigate them and find out what is going on because again something is not right with this. I just want what I paid for to be replaced and an explanation as to why this is happening. I can get together most of my receipts to show what I have paid but it will take some time. I can have it together by the time you contact me. Maybe a week or so. I just don't know how to get help with this other than you.
Business Response
Date: 03/21/2025
Dear ****** *******:

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

Your complaint states that you have been purchasing extra data, but service gets cut off; you are not getting what you paid for and calling customer support still leaves the matter unresolved.

Upon review, your TracFone account with phone number ending in ****************** addition, we found that you have been enrolled in the Lifeline program since 1/19/2022 and currently receive the program benefit of unlimited talk, text with 10GB data including 5GB hotspot data each month.Moreover, the account shows to be throttled despite having a data balance. We do apologize for the inconvenience this concern may have caused you and we will do our best to prevent similar issues happening in the future.

We spoke with you on 3/11/2025 via phone number ********** and discuss the aforementioned. We perform some update to your account and let you test the service. You confirm that the phone service is working properly.

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 1316153722.

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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