Complaints

This profile includes complaints for Safelink Wireless's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Safelink Wireless

  9700 NW 112th Ave Miami, FL 33178

• 

  Safelink

  1258 S Greylock St Philadelphia, PA 19143-5112

• 

  Safelink Wireless

  PO Box 220009 Milwaukie, OR 97269-0009

• 

  Safelink Wireless

  1500 NW Bethany Blvd Ste 200 Beaverton, OR 97006-5236

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:12/03/2022

  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 all about the 18th of November I received a text from them saying I needed to update my sim so I called them and told them that we went through this 8 months ago and that *** did not work. The lady assured me that she could update the system with and my phone would still work she lied as soon as she updated and we hung up my phone was no longer any good. I had to go by a SIM card I spent a total of six and a half hours with customer service only two at the end of the month find out the last day that I had been transferred to another company. I had previously gotten all the information such as my account number I even got the agent's name her employee number everything I needed to Port my number over that has not happened as of yet and now I can't reach anybody with SafeLink I'm tired of being jacked around by them I want my number. Their their customer service is lacking their employees are rude and have they have no problem lying to your face or on the phone rather.

  Business Response

  Date: 12/16/2022

  Dear *************************,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated December 04, 2022, regarding BBB Case number ******** complaint.
          
  
  ****************** complaint state that the phone service is not working after customer receive the new sim card and port out the number however, customer failed to validate..
  
  
  Per our records, Mr. ******** account is provisioned properly in the system. The device is supported with the upgraded network and call records indicate that the phone is successfully being used.
  
  
  In addition, ****************** want to port out the phone number and have all the information but
  Customer failed to validate.
  
  Moreover, Mr. ******** Lifeline plus ACP enrollment got cancelled on 10/29/2022 due to NLAD Transfer Out. He will need to re-apply with Safelink to continue receiving the monthly benefits.
      
  
  We attempted to reach ****************** multiple times via phone ********** and e-mail ********************** on 12/8/2022, 12/9/2022, 12/12/2022, 12/13/2022 and 12/16/2022  but we were unsuccessful, he has failed to respond to our calls and emails.
  
  
  If Mr.  should still require assistance, he can contact ************** enter PIN (****). Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
  
  
  Please refer to BBB ticket number 1267949110
  
  
  
  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:12/03/2022

  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.

  In the middle of November, I went through the process to switch my lifeline carrier from Qlink Wireless to Safelink Wireless. The initial transfer went successful.I showed that i have been enrolled in lifeline and the *** services they provide. I had service on a new phone that i received on 11/23/22. I then on 11/25/22 started the process to get my number ported from the previous carrier as per instructions. It was then able to be fixed on 11/27/22. The next day i then had issues with receiving calls and after testing realized that i was unable to make calls as well. Data and texting were also not working. I then called their customer support line and they continued to repeatedly have me go through the same steps of troubleshooting and continued to transfer me to different agents. Randomly the calls would get disconnected at time and i know that it would have been something on their end that causing it since i was using my internet at home to call and it has not had any issues, so whether their system or the agent themselves were disconnecting it was making it so i would have to restart the troubleshooting. In the end after spending hours on the line i decided to try another day. All through this issue i am have spent hours and called well over 20 times and still have not had an resolution on getting my phone service working. I am wanting to get someone to please look into this matter as i have now been without the service for quite a few days. Also, they would provide me with misinformation as well. some agents would say i am not enrolled with safelink, while others are able to see me enrolled. as of this writing i am enrolled in both lifeline and safelink according to their websites accordingly. There seems to be a disconnect somewhere between safelink and tracfone, and i expect this to get resolved asap, as their customer service team is unable to do so.

  Business Response

  Date: 12/12/2022

  Dear *********************,
   
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated December 06, 2022, regarding BBB Case number ******** complaint.  
          
  Mr. ***** complaint states that he is not able to use the service even though he applied on the lifeline + ACP benefits.
   
  We spoke with ************ today, December 9, 2022. 11:05 AM EST at **********. As per our conversation, he is not able to use the service since 12/02/2022. However, we did the troubleshooting steps in order to match the information on his account. In addition, we updated his information on the billing tools. Afterwards everything is working.
   
  Upon review, Mr. ***** information on lifeline tool we have found out that he is still enrolled on the lifeline + ACP (Affordable Connectivity Program) benefits. In Addition, the enrollment status is in ready to re-enroll; however, the re-enrollment button was been greyed out. Furthermore, the account shows that the balance information on the account is correct. Moreover, there is a lot of ticket created for the replacement units. Unfortunately, on the billing tools the information was not been updated.
   
  If ************ should still require assistance, he can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
   
  Please refer to ticket number 1267884858.
   
  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:12/02/2022

  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.

  Over the last 90 days, My mom has gone without a government phone. She had a phone and it was so old and never been replaced that the security patches were not valid. ******* got a hold of her banking information and tried to steal money from her phones information. Non stop there has always been a disruption of services by this company and it seems like we go this problem quarterly.But Her line has been inactive because no matter how many times we try and call ***************** They transfer us, place us on hold for hours, then eventually hang up. We use the call back system and again nothing or it calls and hangs up. Worst customer service next to Social Security that I've dealt with in a long time. Seems like all Government Programs have truly struggled since the pandemic in offering people with disabilities any kind of help or decent customer service. My mom is on Oxygen, Her Name is *************************, she has served her community alongside 85% of my family has served either as Law Enforcement, Firefighter, Nurse or Military... I would expect better treatment than this. She cannot leave her house accept for Dr's ************ and onky recieves SSI. If Safelink is not able to offer **************** to people with disabilities then ************** needs to remove any contractual agreements with them so that elderly people or people with disabilities or needs can get the proper services mandatory to have emergency or family communication outside of thier immediate household. Due to her personal information compromised, I will wait for someone who is responsible n offers an attempt at good customer service and communication to get her information from me. All we wanted was her Number Reactivated as she qualifies, for life.An upto date Phone that has proper security patches Adroid *********************************** Saflink Wireless but customer service treatment towards us makes me question its validity.

  Business Response

  Date: 12/13/2022

  Dear *****************,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 12/02/2022, regarding BBB Case number ******** complaint.
  
  Your complaint states that you needed assistance while getting the Lifeline Application Approved.
  
  We have contacted you on 12/13/2022, and we confirmed that a new application for the Lifeline Benefits has been successfully started; however, is it currently pending for the ***** Lifeline Approval.
  
  If you still require assistance, you can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM Est.
  
  Please refer to email reference number ******* or 1267965169.
  Based upon the foregoing, we will close this matter as a resolution was provided.
  Thank you for choosing Straight Talk Wireless.          
  

  Customer Answer

  Date: 12/16/2022

   
  Complaint: 18517394
  
  I am rejecting this response because:
  

  At 2:22PM I called to speak with the assigned caseworker and was told that I was speaking to a manager. After several minutes I was transferred to the recertification department. I didn't have the case number with me I was driving. But I was already told by safelink that all 3 needs were met and I was approved. 

  I've spent over 39 hours on the phone and trying to do the work for my mom that this company I believed would have ********** call included my mom and they humiliated her and her disability. My mom hung up crying, because she knows she getting old and can't hear or breathe. The lady was rude and left her in silence fir an hour. I called back and the next CSRs were very polite and informed me mom was approved and that it would be another **** days for her phone to be turned on. I'm like so much for a phone by Christmas... All I asked from this company based upon warnings from our ********** of **** phone attacks by ****** and ***** that my mom have a newer phone so she can get current Security patches to protect her. But I guess all the errors made by this company and my mons tears, no phone for months based on thier errors, and now more delays. My mother is deemed insignificant. ********** Cinteact states I I make $32.32 an hour. Based upon my wasting 30 hours if I was to be paid for my time that would equal $969.60... my moms tears have no set price as she is bipolar and suffers depression. Humiliation to me is the same as Bullying an elderly disable person. 

  A New phone and Services activated those were simple requests. ***** Lifeline has given me the national number to other companies to offer my mom service. If My mom can't be compensated and treated fairly, We have been advised of our legal rights to arbitration and litigation.

  I was praying not to go there until my mom cried and my being transferred again today to try and not make my moms embarrassment public out of respect to my mom and the company. But today was just one step too much after all the hours spent and months my mom has been trying to get recertified.

  Now its the company's choice, I've timelined documentation and a journal entry of events and calls. 

  I always believe in second chances so this rejection is our final offer to remedy the situation. 

  Sincerely,
  
  *****************

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

  Business Response

  Date: 01/19/2023

  Dear ***************** and *************************,
  
  This is in response to the December16, 2022, rebuttal to  Better Business Bureau complaint # ********.  
   
  We apologize for any inconvenience that you encountered with the application process for Safelink.  If you have not been able to successfully complete the application online, please contact one of our SafeLink supervisors at ***********************  for assistance with SafeLink/ ACP benefits. Only Safelink agents have access to check what happened with the enrollment. The agent may need to Authenticate the account prior to providing details about the enrollment or before making any changes on the account. Refer to Ticket number **********, for the BBB complaint.
  
  We are disappointed to learn of the experience that you had, and we would like to escalate this issue to management. Please provide a time and date when you spoke to the agents mentioned, for research to determine if the particular call was recorded. Agents go thru a rigorous training, and are randomly monitored for quality assurance. We have no tolerance for inappropriate behaviour; Agents are trained to address customer related issues, or can escalate the issue to the correct department. 
  
  We regret the losses you may have incurred as a result.  We do not  provide monetary compensation due to time utilized to resolve a customer service issue.
  
  Thank you for choosing Safelink Wireless to provide cellular service.
  
  ************************** | Executive Resolution Specialist | TracFone Wireless, **** | ****************************************************** | ****************************** | *************** | Ext. ****

• Initial Complaint

  Date:12/02/2022

  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.

  For the past 2 months I have been trying to get SafeLink to activate the lifeline program for my phone. I have been a safelink customer for over 4 years . The lifeline program has told me many times I am authorized to receive lifeline. SafeLink is refusing to activate lifeline on my phone and also the affordable connectivity program. In order for them to finally activate my phone they charged me $20 for their ***************** I have been on the phone with their representatives at least 50 times. It is taking up so much of my time and causing so much stress that it's affecting my life day to day. Now they're saying it can take up to 3 months to reactivate the lifeline on my SafeLink phone. Every time I call they say something different. The customer service representatives are very rude and seem to do everything but help me here are some names of representatives with their ID numbers and dates of service were they refused to help me SafeLink 10/19 3:39pm ********* 514042 10/19 8pm ******* ****** 10/20,324pm Ringie ****** 10.21.22

  Business Response

  Date: 12/19/2022

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

  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated December 02, 2022, regarding BBB case # ******** complaint.

  
  Your complaint states that you have been having issues to receive the benefits from the Lifeline program for Safelink Wireless.
  
  After further analysis, we were able to verify your account and enrollment for the Lifeline benefits, which is currently active and properly attached on your account. A ticket has been created for future follow up, so you can receive the monthly benefits with no interruption. To further assist you, we will need to be in a call with you. 
  
  We have attempted to contact you via phone call to ************ on 12/17/2022 to provide you with the latest update on your case, but you were not able to respond to our call. We sent you the updates through e-mail to ******************** so you can verify the resolution provided.
  
  If you should still require assistance, you can contact an agent at ************** PIN ****; hours of operation are 9:00 AM to 7:00 PM EST, Monday through Sunday. 
  
  Please refer to e-mail reference with ********************** and Ticket Number 1267900088.
  
  Based upon the foregoing, we will close this matter unless we hear from you.
  
  Thank you for choosing Safelink  Wireless.
  
  

  Customer Answer

  Date: 01/17/2023

   
  Complaint: 18516117
  
  Jan 09 2023 Talked to two different representatives that said my ACP was activated on SafeLink. Jan13 SafeLink turned off phone Called safelink gave me number to national verifier called number and it was lifeline out of state which gave me another number for lifeline ********** . Called that number and they have no idea what I'm talking about They said I should be calling ACP. And that my lifeline service is active with SafeLink. ^ Jan13th Reliva ****** ****** ****** Cannot turn on phone Until cancel apn Called apc on other phone. Now she says I need to cancel lifeline on the website in order to start ACP program which is unlimited internet.  Finish the job
  
  Sincerely,
  
  *****************

  Business Response

  Date: 02/10/2023

  Dear *****************,
  
  We apologize for any inconvenience with our service. Thank You for the information about issues that you have encountered with the enrollment. 
   
  Safelink provides ***************** the National Verifier confirms the eligibility, we are not able to provide service if the qualification fails or is not approved. You will need to provide a method of contact if the issue has not been resolved. 
   
  In the previous response, we provided alternate methods of contacting us. You may want to use another phone to contact us. For issues with the SafeLink service, you may be able to check the status or access the account online. 
  
  For assistance with the Safelink application, a Safelink Wireless Supervisor, who is authorized to  assist with enrollment, can be reached at ************************.
  
  Agents are available to assist with this complaint: call ************** and use PIN **** when prompted. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST, refer to Ticket number **********. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST, refer to Ticket number, refer to Ticket number  ********** as a reference. 
  
  Thank you for choosing Safelink Wireless  to provide cellular service.
  
  ************************** | Executive Resolution Specialist | TracFone Wireless, **** | ****************************************************** | ****************************** | *************** | Ext. ****

• Initial Complaint

  Date:12/02/2022

  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.

  Around nov 23 I tried to check account status to port out to find i no service. I was told that since the not attached to my account for reasons unknown to that they can't change anything. But my information has been changed without me knowing. I can still use the number to log in to safelink thats it. I had this number for 12 plus years Phone ********** safelink number Enrollment ******** I would like to have my nu.ber back as is link to bank accounts

  Business Response

  Date: 12/16/2022

  Dear ***************************,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated December 04, 2022, regarding BBB Case number ******** complaint.
          
  
  ****************** complaint state that upon checking on his account its shows that it is has no service since customer want to port out his phone number.
  
  
  Upon investigation, account associated with enrollment number ******** is no longer active in the system. However phone number that customer want to keep is associated to another ESN and shows active in the system.
  
  
  Moreover, ****************** is enrolled with Lifeline since 3/30/2020 and currently receiving 350 FREE monthly minutes & unlimited texts with 4.5GB/month of FREE data. Thus we need to speak with the customer to address this matter accordingly.
  
  
  We attempted to reach ****************** multiple times via phone ********** and e-mail *************************** on 12/8/2022, 12/12/2022, 12/13/2022, 12/14/2022 and 12/16/2022 but we were unsuccessful, he has failed to respond to our calls and emails.
  
  
  If ****************** should still require assistance, he can contact ************** enter PIN (****). Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
  
  Please refer to BBB ticket number 1267951371.
  
  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:12/01/2022

  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.

  This is without exaggeration but I have must called this business 50 times in 1 week. First they were not able to port in my number despite the company I was Porting from had released my number several days earlier. Finally, after the 20th rep I talked to, she was able to call them herself and port in the number. Now, after being on the phone with them for several hours over 2 days, I have no mobile data (I'm supposed to have 25gb on the lifeline benefit). I'm also supposed to have unlimited call minutes and don't have that either. I've called all day today and have been transfered to a person who can input this manually and it still doesn't work. I am now calling back to say it didn't work and when they transfer me to the "enrollment" person, the line just cuts off. They have asked if I want a call back instead, yet they NEVER call back. Do not sign up with Safelink. They can't even provide you with the most basic of services. It's clearly a scam to get free government money and not provide the service they were hired to provide. They should be investigated for fraud and sued by consumers.

  Business Response

  Date: 12/06/2022

  Dear *******************************:  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated December 1, 2022, regarding BBB Case number ******** complaint. 
          
  Ms. ********** complaint states that her port in request was successful. However, her mobile data is not working properly.
  
  Upon review, ********************** is enrolled with SafeLink lifeline and ACP. Her SafeLink lifeline was enrolled on November 21, 2022 and her ACP was enrolled on November 22, 2022. With the plan that offers Unlimited Talk & Text plus Calls to ****** & ******, 25GB Total of *************** & up to 5GB of ************* The phone is also well provisioned in our system and connected to the upgraded network under ******* tower. With this, we would need to speak with ********************** for further assistance.
  
  We spoke with ********************** on December 6, 2022, 3:23 PM EST at ************. 
  She was able to confirm that the mobile data is now working properly. She is no longer getting any network error message. We checked her phone application that requires internet and it is now working properly.
  
  If ********************** should still require assistance, she can contact ************** enter PIN (**** or *****. 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 1267835591.   
  
  Based upon the foregoing, we will close this matter unless we will hear from you. Thank you for choosing SafeLink Wireless.
                                                                                                                                                                        
  Sincerely,
  
  
  Executive *********************

  Customer Answer

  Date: 12/07/2022

   
  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:12/01/2022

  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 without a phone for 72 hours and I am an elderly woman who lives alone. I have thankfully had a young lady from the leasing office to help me with this issue. We have called constantly to Safelink with my ticket number **********, and I have only received the run around. They tell me that they are going to call me back and they don't. I called today 12/1/2022 and the person rudely hung up on me because he said he wasn't going to argue with me and I was not arguing I was trying to explain to him what I had been told by previous customer representatives, while I was explaining the line went dead he didn't even help me at all just hung up on me. I don't know what to do at this point. I am over 75 years old with no phone and no help just sitting here waiting for my phone to work. I need help please someone help me.

  Business Response

  Date: 12/12/2022

  Dear ***************,
  
  This letter is in response to your correspondence dated December 1st 2022, regarding the above customers complaint.
  
  *************** complaint states that she is not being able to use any of her Safelink benefits.
  
  We spoke with *************** on 12/12/2022 at 10:10 A.M. est at the phone number ************ that she states was inoperable. ******** was able to provision her service account verifying that all Emilies Safelink enrollments were active and functional.
  
  *************** states the case has been resolved and is satisfied with the outcome with no further assistance needed. TracFones government affairs department was also able to respond via e-mail ************************ to assure closure on this matter.  
  
  We apologize for this inconvenience and appreciate any feedback our highest goal is the customers satisfaction.
  
  If *************** still requires assistance, she can contact an agent at ************************; we are open Monday to Sunday, from 9:00 AM to 7:00 PM EST.  
  
  Based upon the foregoing, we will close this matter unless we hear from you.  
  
  Please contact me if you require additional information or have any questions.
  
  Thank you!
  

  Sincerely,
  
  TracFone Wireless
  

• Initial Complaint

  Date:12/01/2022

  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.

  Entered by BBB Staff - lj Consumer was having problems with her cell phone from Q Link. They would not honor the warranty. Consumer switched to Safelink Wireless. Safelink sent her a new cell phone in November. The phone was free. The first phone they sent did not work. Consumer having difficulty transferring information from one phone to the other. She is unable to use the new phone. Does not receive assistance from the company. She cannot make or receive calls. Consumer feels it should not be this difficult.

  Business Response

  Date: 12/13/2022

  Dear *************************
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 12/01/2022, regarding BBB Case number ******** complaint.
  
  Your complaint states that you are having issues to use the new phone that you received from Safelink.
  After further investigation, we were able to verify that your account is active and well provisioned and is ready to be use.
  We have attempted to reach you multiple times via phone ************ on 12/07/2022, 12/08/2022, 12/09/2022, 12/10/2022 and 12/13/2022 however, we were unable to speak with you.
  If you still require assistance, you can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM Est.
  Please refer to the reference number **********
  Based upon the foregoing, we will close this matter unless we hear from you.
  Thank you for choosing Safelink  Wireless.          
  

• Initial Complaint

  Date:11/30/2022

  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 have been having an issue with my device starting on 11/27/2022. The caller on the other end and myself hears statics during calls. I spoke with Juory ****** on 11/30/2022 and she told me that we would do some troubleshooting steps. She asked me some questions and told me to hang up and call someone locally to see if it still happens. I advised her that I had already spoke to 4 people prior to calling customer service why not use First Call Resolution and get it taken care of now? She stated that we would need to go through the steps. At this point I asked to speak with a Sup because it seemed as though she was being passive about it. She stated that the reps were not allowed to to transfer the calls to a sup. I requested a number of times to speak with a sup and she refused. I asked her for her name and number and advised that I would be calling back. I called back and got her again I asked to speak to a sup a number of times before she hung up. I called back and spoke with another agent who was very nice and advised me speaking with a sup is indeed my right and sent me straight over to ****** ****** he addressed himself as a manager and I explained the issue. As we were talking the call was going in and out along with static and and a ticking noise. He stated that he didn't hear on his end and started to belittle me as though I was lying about the whole thing. He also stated that I refused to do the troubleshooting steps which were to call someone and see if it still happened. At this point I advised him to listen to the call which he act as though he had no idea of what I was talking about. Then he tells me that ***** is a *********** Manager which she never addressed herself as and that there was no one that I could complain to about her actions. Then he went on to say you have a free phone right? I said yes what does that have to do with anything he was talking again the call was going in and out so I was saying hello then he says I know you can hear me so stop pretending like you can't. This is ridiculous to be treated this way just because it's free. Very poor customer service and I will be leaving. The offer came to me I didn't go to the offer. If I would have known that the customer service was this bad I wouldn't switch to this. I'm still having an issue with my phone. ***Safe Link please listen to the calls because someone had to hire the *********** Manager*** I'm sure she's not as high as it goes.

  Business Response

  Date: 12/07/2022

  Dear ***********************, 
   
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated December 04, 2022, regarding BBB Case number ******** complaint.  
          
  Ms. ******* complaint states that she is having an issue with her device starting on 11/27/2022.
  The caller on the other end and herself hears statics during calls.
   
  We spoke with the customer today December 07, 2022, 02:26 PM EST at **********, as per our conversation, she is already aware that there is a ticket created for the replacement phone. In Addition, we provided her the tracking number of the new phone and including the status of it.
   
  Upon review, Ms.******* account is well provision on our system.  Upon, checking the ticket history there is a ticket created for replacement phone and it has a tracking number 1Z7X28F00273031442 associated on it already. In addition, the status of the tracking number is on the way and it will be deliver by tomorrow December 08 by 9:00 PM.
   
   
  If Ms. ****** should still require assistance, he can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
   
  Please refer to ticket number 1267893076.
   
  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: 12/08/2022

   
  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:11/30/2022

  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 applied for benefits with SafeLink wireless back in October. I was approved for a new phone from them, and was supposed to receive unlimited talk text and data. The phone came in the mail, but I cannot make a phone call because the automated voice message tells me I am out of minutes. I have not used any minutes or data. I cannot even make a phone call. The customer service representatives tell me the same thing, and are not helping me. I live in my car and my phone is the only way I can do my job because I doordash.

  Business Response

  Date: 12/05/2022

  Dear ***************************,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated November 30, 2022, regarding BBB case # ******** complaint.
  Your complaint states that you applied for Safelink benefit in October and you were approved, you received the new phone and you were advised to receive unlimited talk, text and data service; however, you are unable to make and receive phone calls because there is no balance on your phone.
  
  We checked your account and we found the line is active and connecting properly to our network, the lifeline + ACP benefit is active as well, and we were able to see daily usage in the past few days.
  
  We have contacted you on 12/04/2022 to the phone number **********; and you confirmed that your phone and service is working properly now.
  If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST.  Please refer to email reference number ******* or Ticket Number 1267504826.  Based upon the foregoing, we will close this matter unless we hear from you.  Thank you for choosing Straight Talk Wireless.
  
  Sincerely,
  
  
   Tracfone Wireless ****