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

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

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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:11/29/2022
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.
Even though I have unlimited text/calls through the *** and Lifeline, Safelink shut off my phone. Then cut my data. I was promised it would all work again if I paid them, which I did. Nothing on my phone worked. Then I was told I need to purchase a new phone through their website, I declined because there is nothing wrong with my phone. Then I was told I need to go to ******* or ******* and purchase a new sim. Then they said they would send me one, but they have not. This has been going on for over a week now. My service date was not up, I was not due to recertify, I had no warning that my service would be shut off until I was in the car on a 5 hour drive with my 6 year old and my gps stopped working. I was left stranded, missed Thanksgiving. Unable to get home, make a phone call or text, could not complete anything I needed to do or return to work on Monday.
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 number ******** complaint.

Ms. ******* complaint states that SafeLink Wireless cut off her phone and data even if she is enrolled in ACP and lifeline program.

We spoke with Ms. ****** on 12/2/2022, 4:28 PM EST at **********. As per our conversation, she stated that her phone was working after she filed the government complaint. However, she reiterated that she is not satisfied with the customer service. With this, we offered additional assistance, but she declined.

Upon review, Ms. ******* has an active enrollment with lifeline + ACP (Affordable Connectivity Program) since 04/25/2022 and currently receiving Unlimited Talk, Text & ***************** 10GB Hotspot & *********************** Calling. Phone is a VOLTE device and connected to the upgraded network. Coverage is good and there is no reported issue on the tower. She accepted our free SIM migration offer; however, the tracking number is still not available. We offered further assistance, but she declined and do not want to be contacted again.

If **************** should still require assistance, she 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 1267505254.

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: 12/05/2022

Complaint: 18481412

I am rejecting this response because: I live in daily fear that my phone will be shut off again without warning. I am a highprofile nanny, and substitute teacher and my employers need to be able to reach me at all hours 7 days a week.
The company has given me no indication as to whether or not my phone will continue to work, but they have hinted that it will not. The unnecessary 10dollars they took from me with promises that my phone would work has not been refunded, and a sim card that supposedly was sent over a week ago has not arrived and has no tracking.

Sincerely,

***************************
Business Response
Date: 12/12/2022
Dear ***************************,

This is in response your rebuttal 12/06/2022 regarding your Better Business Bureau complaint.

Research indicates that ticket # ********** has been created for a sim card to shipped. Device is active and provisioned.
We attempted to contact you at ************ but was unsuccessful.

My hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
Thank you for choosing Tracfone Wireless to service your cellular needs.
For Immediate assistance please call at ************************. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST.

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
************************************************** 33178
Office : ***********************
******************************
Freda501107
Ticket # **********
Customer Answer
Date: 12/13/2022

Complaint: 18481412

I am rejecting this response because:
I have been told for a month now that I would be receiving a new sim card in 1-3, or 2-5 business days. I was told my phone would not work after they shut it off last month in the middle of the month and extorted me for money in order for it to work.
Sincerely,

***************************
Business Response
Date: 12/17/2022
Dear ***************************,

This is in response your rebuttal 12/13/2022 regarding your Better Business Bureau complaint.

Research indicates Sim card was shipped *** tracking # 1Z85W83R0142625104
We attempted to contact you at ************ but was unsuccessful.

My hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
Thank you for choosing Tracfone Wireless to service your cellular needs.
For Immediate assistance please call at ************************. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST.

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 ************** *****, ** 33178
Office : ***********************
******************************
Freda501107
Ticket # **********
Initial Complaint
Date:11/29/2022
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.
My phone no longer works and customer service refuses to help me. They've lied multiple times telling me they'll help me and then they don't. They've transferred me 3 times. The issue is that they also lie a lot about everything. So its nearly impossible to communicate with them. They are not trained so they lie and hang up on you or transfer you. They tell you they'll do something and then they don't. They also spend roughly **** times more time on a simple issue than typical customer service agents. They repeat themselves so many times that it gets to the point of bullying. I do not have access to a cell in an area where its vital. We no longer have schedules, menu's or any other option than cell phone use. I've spent so many hours on the phone that I missed an appt because I couldn't call to cancel or leave my home wifi without disconnecting. I've spent a lot of money buying wifi calling minutes to speak to safelink. I've previously filed complaints to the *** and attorney general's office without success. The thing with "nice bullies" that pretend to be super polite is that it hits harder than direct bullies who tell you they won't help you. At least you know. The overseas safelink call center are trained to bully without knowing it and it's a nightmare.
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 12/07/2022, regarding BBB Case number ******** complaint.

Your complaint states that you have not received the ***** points for the Add a line Promotion.

We have attempted to contact you to the contact number ************ and email sent to ********************** on 12/01/2022, 12/02/2022, 12/03/2022, 12/04/2022 and 12/07/2022; however, we were unable to reach you, as you have failed to respond our calls and emails.

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

Please refer to email reference number ******* or Ticket Number 1267518571.
Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing Safelink Wireless.
Customer Answer
Date: 12/08/2022

Complaint: 18478949

I am rejecting this response because:
They lied, I have talked to the same person 3 or 4 times and he was unable to get my phone to work or get me a refund for two of the phones that Safelink refused to refund which goes against their policy of returning phones. These phones were unused and were not compaitble with my service. They lie all the time. Its horrible. They'll make it look ilke they're helping but nothing ever gets resolved. They act extremely obsequious in order to pretend they're not taking you for a ride. But they never do anything to help. The last time they called after my first complaint about the phones two years ago, they wouldn't give me a refund and instead offered to connect both phones despite already having one semi working phone. When I asked why I would need three phones they played dumb. These call centers are over seas, they have no accountability. Given that the barely working phone I had now does not work at all, trying to call me when I have a connection is obviously not going to work. And despite this I did call them 12 times, two agents hung up on me and two agents transferred the call hoping I would give up. Then the last person I spoke to several times wasn't able to help. They don't have a system that works so getting real help is never going to happen. Its been 5-6 years of my phone not working and being hung up on and game playing. There's no mechanism to get help. If safelink had a system that worked, my money would be refunded and my phone would be working.

Sincerely,

*******************
Business Response
Date: 12/22/2022
Dear *******************,

This is in response to the December 8, 2022, rebuttal to Better Business Bureau complaint # ********.

We apologize for any inconvenience that you encountered with the service you are receiving on the phone. When a line is experiencing trouble making a call we check the account and coverage, and may even have to contact the carrier.

I was not able to locate an account that matches all of the information in the BBB complaint. I did find 3 possible matches, but no note of service interruptions is mentioned. In order to assist you further, please contact our dedicated agents for BBB complaints, included below. Please have the phone number and IMEI available for further troubleshooting of the issue.

If further assistance is needed, additional agents are available to assist with the complaint. Please 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. My hours are Monday through Friday from 9:00 AM to 5:30 PM Eastern.

Thank you for choosing Tracfone Wireless to provide cellular service.

************************** | Executive Resolution Specialist | TracFone Wireless, **** | ****************************************************** | ****************************** | *************** | Ext. ****
Customer Answer
Date: 12/29/2022

Complaint: 18478949

I am rejecting this response because:
I have complained numerous times and safelink associates "pretend" to help you so they can report back that they tried but no resolution is ever made. My cell phone hasn't worked in over a month and they have not offered to give me a refund on three phones I purchased, two never worked and the third rarely worked and now does not work at all. I have completed the paperwork to file a civil claim with the court to obtain a refund for my phones. These companies outsource customer service to another country and they are explicitely trained to hang up on you, transfer your call, pretend to help or spin their wheels so they can report back that the customer was the problem. These are well known problems and issues that have been writen about by professionals and even on lawyer blogs. One article stated that minorities in particular tend to be ignored and so mentally abused that we give up. They pretend they aren't financially and emotionaly abusing us but they are. Keeping someone on mute for 55 minutes and then hanging up when we stay on the line is abusive. Lying to us repeatedly until we want to scream is abusive. The civil claim will take months, maybe a year but I have waited almost 2 years thus far and will not give up. Safelink should not get away with this atrocious behavior.

Sincerely,

*******************
Initial Complaint
Date:11/28/2022
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.
Nightmare situation. I was accepted into the ********** Lifeline program, which was renewed in October 23, 2022. The Safelink program and ********************* fail, fail and fail again and again to recognize that I am entitled to a discount because they keep charging me full price and making me pay again and again. I qualify for the Lifeline program, and should not have to keep having my phone turned off repeatedly, and should not have to keep paying full price. I have called both Safelink and ********************* dozens of times, and I get routinely hung up on every time they try to "transfer" me to a Supervisor.. Every month my phone gets turned off, and it's a nightmare trying to get it turned on, and I have to keep paying full price and I AM NOT RECEIVING ANY DISCOUNTED SERVICES. This is getting old. They system is broken. I was told by ********* and ****** from Safelink on 11/28/2022 that there "is an error in the system and you are not enrolled. Yet they had no answer for me when I asked them to fix it and enroll me. They have failed to correct the problem and failed to find any reasonable resolution.
Customer Answer
Date: 12/07/2022
I am not receiving the discount that I am entitled to receive under the Lifeline program. I am enrolled in the Lifeline program, however Safelink has refused to provide me with the discount for at least 2 months, and forced me to pay. I want the Lifeline discount applied, and I want my money refunded (at least *****). I have repeatedly tried to resolve this with the ***************** and they have repeatedly failed to provide any resolution. I want the Lifeline discount applied, and I want my money refunded (at least *****).
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 November 28, 2022 regarding BBB Case number ******** complaint.

Ms. ******* complaint states that she was approved with the ********** Lifeline program; however, no discount applied to her account. Her account was still charged for a full price for her phone service.

We spoke with **************** on December 1, 2022, via phone number ************. During our conversation, she mentioned that she do not want us to call her back if there is no resolution yet. Thus, she was aware with the current updates with the escalation and we informed her that we will just call her back once we received an update.

Upon review, our record shows that **************** was enrolled with the LifeLine program since 04/16/2021, and should receive a discount for $24.10 for her phone service. However, upon renewing her enrollment on 10/24/2022, her enrollment number was not properly attached to her account resulting in not receiving the discounts. We tried to manually attach it, but we were unsuccessful. Thus, we were able to submit an escalation; unfortunately, we still do not receive an updates yet till this writing.

If **************** should still require assistance, she 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 1267511652.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing ******* Family Mobile.

Sincerely,

Executive *********************
Initial Complaint
Date:11/27/2022
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.
SafeLink Wireless advertised, free service to qualified individuals that met the criteria for a free iPhone 8, free unlimited data talk and text service, for new customers, also with an option to port over the new customers old telephone number. So I filled out required application, quickly got approved. They sent me a ******** stylus cellphone, **** card already activated and ready to use. No iphone XR or 8 in the box and nothing mentioned about it. So I call SafeLink Wireless customer service to make sure phone was activated, working properly and to port my number over. NOT! This is when all my trouble began, I was lied to, hung up on multiple times, unnecessary stress, spoken to very rudely, given a ticket number and was told I had to receive a new **** card to port my number over.. I have waited and still waiting for said **** card to arrive in the mail and still nothing. When asked to speak to a supervisor they were pretending to be the supervisor, I got the run around so many times I've literally lost count. Now keep in mind that this was a simple port over and things would have went smoothly including the cellphone I didn't receive, I was willing to overlook. This has been on going since 10/2022-11/2022. So right at a month, my patience and my kindness was really running thin since being treated like trash. So I have switched back to my original cellphone carrier and would not recommend this company to anyone. They lie, talk to you like trash, very rude hangup on you, have you waiting for nothing to come in the mail. Has very poor English can barely speak English language. Again I would not recommend this wireless carrier/business to anyone and I feel like I should be compensated for my trouble and being treated like trash. Thank You BBB for your time and consideration in this matter.*********,***********************
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 11/17/2022, regarding BBB Case number ******** complaint.

Ms. ****** complaint stated that she did not received the replacement sim card.

We attempted to call Ms. ***** multiple times via phone ********** and e-mail ******************** on 11/28/2022, 11/29/2022, 12/03/2022, 12/04/2022, 12/10/2022; however, we were unable to speak with Ms. ***** and failed response from our email.

We checked the account in our system is good and active, but we need to speak with the customer to ask further information about her account.

If Ms. *********************** should still require assistance, she 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 kana ******* or Ticket Number 1267325621.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:11/26/2022
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 applied and was enrolled 11/14/22. I never received a shipping confirmation. I have called Safelink numerous times and am just told to keep waiting. The representatives are extremely rude and unwilling to help. They just keep telling me to wait longer. I then received an email that I should have received the phone by now and there is a phone number assigned. I can only see the last four digits. The phone is through Tracfone. When I call Tracfone, I get a mix of results. Some reps tell me I need to just wait for it to ship out, another rep tells me its shipped via Fed Ex, another stated it went through *** and to just wait. Another said they are waiting on verification of the documents I sent. Another said they need to create a ticket to update the enrollment ID but can't so they need to do it manually. The Fed Ex tracking number shows its pending and in transit for 7 days now. No phone was actually shipped. the warehouse states they need to update the enrollment ID, but cannot create a ticket, so they will have to manually do it. They offer a call back. I never get a call back. Some offer call backs from the warehouse but they never happen. I need a phone. Either get me what I was approved for or let me go somewhere else! It cannot be this hard to fix the issue.
Business Response
Date: 11/29/2022
Dear *************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated November 26, 2022, regarding BBB Case number ******** complaint.

Ms. ****** complaint states that she has applied with SafeLink but has never receive a phone.

We spoke with ************** on November 29, 2022, 1:33 PM EST at ********** via inbound call. We were able to authenticate her account. We informed her that the package was already forwarded to ***** on November 21, 2022 with tracking number **************************. However, it is still in transit and no schedule delivery yet. Since this is an initial phone we advised ************** that she needs to wait **** business days to receive the phone, but if she still cannot receive the phone after the 10th business day, she may contact ***** for further assistance.

Upon review, her original SafeLink enrollment was created on November 14, 2022 and was enrolled on November 21, 2022. A lifeline shipment ticket was created for the initial phone. However, she cancelled the enrollment due to benefits were added to a wrong phone. Hence, a new SafeLink lifeline and ACP application was created on 11/28/2022. Her SafeLink lifeline is under status qualified, while her ACP is still pending and she needs to call NLAD for verification for her application to be complete.

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 **********.

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

Sincerely,

Executive *********************
Initial Complaint
Date:11/24/2022
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 signed up and was approved for Safelink on 11/17/22. I was advised on 11/20 that my new phone was shipped via ***** 2 day air. On 11/23 I called since I didnt receive phone yet and was on telephone for almost an hour and rep was no help and offered me to BUY a phone even after I explained 5 times that I am new customer and was previously advised phone was shipped to *** asked for supervisor and she refused to xfer me to supervisor..please kindly help rush me new phone as I already cancelled my service with assurance
Business Response
Date: 12/05/2022
Dear Mr. *************************************** have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 11/17/2022, regarding BBB Case number ******** complaint.

Your complaint states that you applied to Safelink but you did not received the free phone.

We would like to take this opportunity to apologize for any inconvenience you may have experienced. Upon reviewing your account, we found that your phone was shipped from our Warehouse; however, the tracking number is in transit status, with no delivery date updated yet.

We have attempted to contact you multiple times via phone ************ and email was sent to ******************* 11/29/2022, 11/30/2022, 12/1/2022, 12/02/2022 and 12/5/2022; however, we were not able speak with you and you did not reply our emails.

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 **********.

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

Thank you for choosing Straight Talk Wireless.
Initial Complaint
Date:11/24/2022
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.
safelink cell service company i have acp conectivity benefits on the they keep claiming my benefits got moved ive spoken to acp people and they are not being moved this seems like common issue with them they apparently ending my cell phone service and acp too on dec 1st..per here *************************************************************************************************************************************************************************************************************************** *************************************************************************************************************************************************** checkthese out nationwide complaints i filed with fcc fe3deal trade rto hope the get fined billions
Business Response
Date: 12/06/2022
Dear Mr. **********************************
We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 11/24/2022, regarding BBB Case number ******** complaint.
Your complaint states that you received a communication from Safelink mentioning that your ACP enrollment was about to be transferred to another carrier. You contacted the National Verifier and they did not find records of that request.
We would like to take this opportunity to apologize for any inconvenience you may have experienced. Upon reviewing your account, we found that your old enrollment was cancelled as you requested and a new one was created, which is currently connected to your account and it is providing the correct benefits. We could not find records of a transfer out.
We successfully spoke with you on 11/29/2022 and you mentioned that you found some fraudulent activities on your account. We asked you to send us a screenshot of that information. However you did not replied.
We have attempted to contact you multiple times via phone ************ and email was sent to ********************* 11/30/2022, 12/1/2022, 12/2/2022, and 12/5/2022; nevertheless, you replied one of our emails with a screenshot of the notification. It seems it was a system glitch, since that transfer out request was not found in our system.
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 **********.
Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing Safelink Wireless.

Customer Answer
Date: 12/07/2022

Complaint: 18459945

I am rejecting this response because:

Sincerely,

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

yes i forwarded that in reply to you and acp benefit people too
so another lie
the only fraudulent activity is within safelink or tracfone or Verizon
and you as tracfone company refuse to do a investigation
but the federal and fcc trade been notified to and sent screenshots
Business Response
Date: 12/22/2022
Dear Mr. ********************************************** is in response to the December 7, 2022, rebuttal to Better Business Bureau complaint # ********.

Thank you for the additional information about the issues encountered with obtaining Safelink benefits. We apologize for any inconvenience. A check of the account ending in ****************** use, and is receiving both Safelink and ACP. If the issue involves another account, please provide the ***** and the phone number.

Please be advised that: Safelink is now part of the ******* family and you can enjoy its network by just switching your SIM. We want to offer you a FREE VoLTE ******* SIM.

For assistance with the above, additional agents are available to assist with the complaint. Please 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. My hours are Monday through Friday from 9:00 AM to 5:30 PM Eastern.

Thank you for choosing Safelink Wireless to provide cellular service.

************************** | Executive Resolution Specialist | TracFone Wireless, **** | ****************************************************** | ****************************** | *************** | Ext. ****
Initial Complaint
Date:11/24/2022
Type:Order 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 not writing this all again I lost it safe link has withheld my benefits for 3 months causing me to com close to starving from not being able to get groceries contact me I will explain to a person I am weak and have to go
Customer Answer
Date: 12/08/2022
I am writing this after 3 conversations with safelink corporate having a person tell me 82 hours and I will receive full benefits from the acp that was the last day of December I let It go until 5oday because never mind 8 have dealt with something i couldnt handle be 8t in 5he military or private life but i am helpless in the face of this problem i didn9t receive notifications about my electric bill because i went wireless due 5o interruptions in service i made arrangements with the company my benefits have been sitting in 5he national verifier since septe September 8ththey expire tomorrow ********************************************** have found out about making complaints about safelink and I give up my electricity will probably be shut off tomorrow stemming from this and I give up I have been overwhelmed by their maneuvering me around spending 2 3 4 hours 9n the phone trying to get this resolved do what you want with this I will be trying to survive ******** winter without electricity and too busy for such foolishness, Finish the Job
Business Response
Date: 12/09/2022
Dear *****************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 11/24/2022, regarding BBB Case number ******** complaint.

Your complaint states that you are having issues to receive the *** benefits on your device.

After further investigation, we were able to verify that your account is active and well provisioned; also we found that the lifeline line is enrolled and the *** is Qualified, we created a ticket ********** to escalated the issue and added the benefits on your account.
We have attempted to reach you multiple times via phone ********** and via email ******************* on 11/30/2022, 12/01/2022, 12/02/2022, 12/03/2022 and 12/07/2022 however, we were unable to speak with you and we receive your e-mails but we need to wait the estimated time to resolved your concern.

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 1267440989.

Based upon the foregoing, we will close this matter as a resolution provided.

Thank you for choosing Tracfone Wireless .
Initial Complaint
Date:11/22/2022
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.
I contacted the Safelink customer support by phone on November 22, 2022 at 1:49pm and spoke to a woman with employee number she gave me as ****** that has very Poor customer service skills! I spoke to her about my data being slow and that I'm supposed to be receiving the *** program on my account which I'm suppose to have everything unlimited. She told me I only had 25gb of data and that I wasn't on the acp program. She was very argumentative and was very rude in her approach with handling the issue. I explained to her I was sent an email from Safelink on November 10th that the Acp was activated on my account. I also explained to her I did the application on their site while being on the phone with another agent prior to November 10th so that I could receive the Acp program. After going back and forth with her for at least 30 minutes I asked her to put a supervisor on the phone. She refused and told me I would just have to call back and request to speak with one because she was handling the phone call. I told her she wasn't handling the issue and I'd prefer to speak with a supervisor. Again she refused to put one on the phone so the issue could be resolved. I told her I would be reporting her about this and the issue at hand still stands. I do not have data because they have refused to apply the acp discount to my plan. I also explained to her I was sent a sim card in the mail by lifeline and didn't know why. All I want is to get my acp applied to my account and for this rep to be Fired!
Business Response
Date: 11/29/2022
Dear ***************************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated November 22, 2022, regarding BBB case # ******** complaint.
Your complaint states that you have been having issues to receive the correct balance benefits on your account, as you are missing a several amount of data.

We have contacted you on 11/25/2022 to the phone number ************; and we were able to give you proper assistance, as we provided with an extra month of free service as compensation, due to the issue that you have been through, and for you to use the data until the next automatic refill from your application.
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 e-mail for reference with the ********************** and Ticket Number 1267140352.

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

Thank you for choosing Safelink Wireless.
Initial Complaint
Date:11/21/2022
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.
Trying to force me to switch to ******** I get no service on ******** The text said they were going to interrupt my service to bring attention to getting a ******* sim. That is a strong arm tactic. when ******* bought ******** they promised not to do this.. I have att now. TMobile works at my house too. I called them and ******* would not listen. I will also file a complaint with fcc now.
Customer Answer
Date: 12/01/2022
They left a message that I could not understand some French dude I don't think an English speaker works for them. He called back. Told me that switching to ******* sim was not mandatory and he followed that statement up in an email and he says he must speak to me again.

He phoned again and I missed the call. He flooded me with emails saying how the voice box was full or not setup. So not true. I am always floored at how people just tell lies as a matter of business. Any caller calling ************ can leave as many voicemails as they need. ************ is their number so if it was not setup they unset it. ********** is in their records as the number to reach me. It checks spam. I printed out the email where he said it was not mandatory. In later emails he didn't say he misspoke. I think I included the text telling me they were interrupting my calls to get the point across to switch **** when I first wrote he did not address that. Strong arming many people I would wager.
Business Response
Date: 12/06/2022
Dear Bedford ******,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated November 21, 2022, regarding BBB Case number ******** complaint.

****************** Teagues complaint states that he has a TracFone device powered with ATT tower. He received a text message about interrupting his service and need to have a ******* SIM card. He doesnt have any service on *******, only TMobile and ATT.

As record shows that, the customers account is currently active and enrolled in Safelink Lifeline. He initially applied on 07/25/2011 and was enrolled on 8/17/2011, receiving a benefit of SafeLink **** Talk and *** Text, 4.5GB. In addition, we checked the coverage, in the customers area has the best coverage using ******* tower. In addition, we successfully informed him that a message has been sent to them informing them that they must obtain a ******* sim card in order to continue service. If he doesnt want to switch to *******, they can have their phone unlocked for FREE.

If Bedford ****** 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 1267220907.

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: 12/07/2022

Complaint: 18447729

I am rejecting this response because:I do not have a signal from ******** I tried out visible recently and had no signal they are ******** I can't help what their records show. I will not have phone service. Further the attached email says that switching to ******* was not mandatory. My understanding was they told the *** customers on SafeLink would not be disrupted when they got approval. This is gaslighting. I do not have ******* service at my house. Period.

Sincerely,

Bedford ******
Business Response
Date: 12/21/2022
Dear Bedford ******,

This is in response your rebuttal 12/19/2022 regarding your Better Business Bureau complaint.

Research indicates that Ticket #********** was created to receive a replacement sim card.
We tried to reach you at ************ regarding this matter but were unsuccessful.

My hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
Thank you for choosing Tracfone Wireless to service your cellular needs.
For Immediate assistance please call at ************************. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST.

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 ************** *****, ** 33178
Office : ***********************
******************************
Freda501107
Ticket # **********
Customer Answer
Date: 12/22/2022

Complaint: 18447729

I am rejecting this response because: you are crazy. I never asked for a sim. My house or phone does not get ******** I have been very clear about that. You have spent an enormous amount of effort ignoring what I say. You are a lair. You told the world you would not disrupt phone service for SafeLink customers. You send text telling me you are going to disrupt my phone. You should change the name to something besides SafeLink, the place where English is third language my phone is not a TracFone. Merry Christmas

Sincerely,

Bedford ******

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