Business Profile

Cell Phone Supplies

Safelink Wireless

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cell Phone Supplies.

Complaints

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

Customer Complaints Summary

819 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:11/19/2022
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.
HI ,My name is ************************************* and i was applying through this company who i don't know her resources as other company in *** (version,T Mobile,at&t and as the application who should not take more then 20 minute in any STREET agent who they set on the side of road to **** this services and unfortunately in online application it should more flexible than the street people But i found more complicated that it require more Identify Document and the document who it require even not require if i go to street people who it **** request TWO document ,Just the Medical and Driver License ,So this company online working different than from street people But the big issue is when i called the ******************** and after i asked about my application with all document who extra from my side i saw and unnecessary i provide to them the Holding my application so the girl who i spoken with she was less experiences and transfer me to her supervisor to check why my application is not prove with all legal document unfortunately what i understand it the ONLY lady who it called (****) as she pronounce her her name the top level for this night supervisor and she was so unprofessional as she hirsuning me in the phone ,So if the company like this hiring people like her to give hard time to people and un-respectful at all with unsupported just imagen who it be ,Who it will serve people who it need this lifeline company ,I don't ***** this place as ***** the *** who it give license for this kind of companies.
Business Response
Date: 11/28/2022
Dear ***********************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated November 1, 2022, regarding BBB Case number ******** complaint.

Mr. ****** complaint states that he is having an issue on customer service regarding his application on SafeLink.

We have spoken to Mr. ***** on 11/22/2022 at phone number ****************:54 AM and educate him as to why his application was rejected. We also educate him that he need to submit a valid address for him to qualify with the program he also complain how hard it is to apply online thus it requires a lot of documents compare to street agent that needs only two valid Ids. Thus, he preferred to apply through street agent for it would be easy for him to apply through them.

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 email reference number ******* or Ticket Number 1266966183.

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

Sincerely,

Executive *********************
Customer Answer
Date: 11/28/2022

Complaint: 18439790

I am rejecting this response because:

Sincerely,

***********************************
thanks to contact me just to be clear and make sure we are in the same page as safelink is laying unfortunately as yes they contact me and after explaining them issues Not from my site they noted that so when they trying to cover them mistakes and through it to the people thats false information need to be noted here.
thanks
Initial Complaint
Date:11/18/2022
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 applied for the free service bundle. Was approved and said I was receiving service and would soon receive my phone and sim card in 5 to 7 business days. It's been 2 weeks almost 3 and I was given a false tracking number. When I called customer service I was spoken to rudely and he kept slowing his voice like I didn't understand. I still have not received my device or even the sim card. I live in a neighborhood high in theft rates and cannot have a false tracking number, I even explained that it's common for people to take things out if your mailbox so a working tracking number is needed. If I do not receive my device and sim card I will have to cancel my service before I even get to use it.
Business Response
Date: 11/30/2022

Dear ****** ********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 11/18/2022, regarding BBB Case number ******** complain.

Ms. ******** complaint states that she applied for the free service and was approve. She was informed that she will receive the service and would soon receive a phone and sim card in 5 to 7 business days. However, it has been 2 weeks almost 3 and she was given a false tracking number.

Upon review, Ms. ******** was enrolled in Lifeline since 11/13/2022, with ACP (Affordable Connectivity Program) since 11/14/2022. She received the monthly benefits of unlimited talk, text, 25GB of high-speed data and 5GB of hotspot data. Moreover, usage indicates that the phone was successfully being used.

We attempted to contact Ms. ******** via phone ************ and e-mail ************************* on 11/21/2022, 11/22/2022, 11/23/2022, 11/25/2022 and 11/28/2022. However, our calls were unsuccessful, and she failed to respond to one of our emails sent. We need to speak with her to provide further assistance.
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 Ticket Number 1266935158.

Thank you for choosing SafeLink Wireless.

Executive *********************
Initial Complaint
Date:11/16/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I called company at ************ at 8:03 am on 9/16. The purpose of the call was for the following:1) place complaint of misinformacion when signed up for service which negatively impacten home **************** gov. benefit 2) request for the acct to be notated that returning unopened Box of free device they sent to prevent from potentially being charged for the phone 3) reconfirm that services are cancelled in their system The first rep without accessing my acct advised that would need to transfer my call to the government assistance department. I advised the secundaria rep of the purpose of my call and he started that the only way he could update my acct was by accessing it with tel/sim card #. I advised rep that I did not have this info & what other information could I provide. He said these were the only two acct lookup options available. I advised him that in prior calls to this company they have been able to look me up with name/ss/etc. He reconfirmed that his system only alliwed acct look up using tel/sim card #. I asked to speak to a supervisor since my confidence in the company was los & the qualify of assistance received was inadequate. He said that the reps working from home like himself do not have any tranfer call options & to hang up so I could call back.
Business Response
Date: 12/02/2022
Dear ***********************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 11/16/2022, regarding BBB Case number ******** complaint.

Ms. ******** complaint states that she was provided with incorrect information when she signed up for the service which negatively impacted her home internet. In addition, she wanted to let us know that she returned the phone to avoid from being charged and she wanted to confirm about the cancellation of service in our system.

Upon review, the account is active and well provisioned. The device usage information shows that the device is not in use. On the other hand, her lifeline and ACP ( Affordable Connectivity Program ) enrollment was cancelled last 11/15/2022 due to customers request. With this, it will be best if we will be able to talk to her so that we will be able to follow the authentication process and cancel her account.

We attempted to reachMs. ******* multiple times via phone ************ and e-mail ****************** on 11/18/2022, 11/21/2022, 11/22/2022, 11/23/2022 and 11/28/2022; however, we were unable to speak with her and however, she responded to out e-mail with reference number 5064850.

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 1266765245.

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:11/15/2022
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.
Nov 1st and 2nd I purchased 2 service plans which were to get my so called free service phone activated I paid ***** for each plan neither one worked so they refunded me one amount of ***** on Nov 3 and deactivated my account but I've called numberous times to get the second refund and still have yet to receive the money and 2 service reps told me they already sent the refund well they didn't I will send my bank statements to you to prove the transactions .
Business Response
Date: 11/30/2022
Dear *******************************,

We have received and reviewed your Better business bureau complaint. This response is in reference to your correspondence dated Nov 15, 2022, regarding BBB Case number # ******** complaint.

Your complaint states that you want to be reimbursed for a $45 card that was added on the device, as you were not able to use the services.

We checked your account; we were able to find that the phone in question is active with a Straight Talk account even though the complaint is for a Safelink Wireless account.

We have attempted to reach you multiple times via phone number ************ and Email *********************** on 11/18/2022, 11/19/22, 11/21/22, 11/22/22 and 11/29/22 without success; however,you replied to one of our emails on 11/20/22 requesting the refund, but we were unable to speak with you and you have failed to respond to our emails.

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

Please refer to emails reference number ******* or Ticket Number 1266784503

Thank you for choosing Safelink Wireless.
Customer Answer
Date: 11/30/2022

Complaint: 18397852

I am rejecting this response because: I have called TracFone corporate office numerous times each time I have been hung up on. I am no longer communicating with TracFone wireless which is the same company as SafeLink straight talk etc....the number that was disconnected was SafeLink which might I add was supposed to be free and they disconnected it ************ was the number in question that was disconnected not my current number which is ************ that is not the number I purchased the plan for I purchased two plans one Nov 1st one Nov 2 to try to get my **** number to work because it shut off abruptly without my knowledge I didn't know they cancelled it or for what reason so I attempted to buy plans to get it to work however it did not work so I bought a new sim card and activation plan at ******* for my current cell phone number the other two transactions I purchased online over the phone with customer service robot. Do not get it mixed up I paid for this purchase plan separately the one plan was refunded however there were two and they customer service through TracFone assured me 3 times that they refunded my money they did not. The plans totaled to ***** each that were unusable I have the receipt for the ******* plan as well it was a different amount so look again you are wrong about it being 45 look at the amounts on my bank statement and the name under the transactions it's for TracFone wireless all the same company might I add

Sincerely,

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

This is in response to the November 30, 2022, rebuttal to Better Business Bureau complaint # ********.

Thank You for contacting us about the refund request.

Airtime that has been added to a device is non refundable. No exception can be made because a check of the number ending in **** is not eligible for a refund, due tot he airtime is being used for talk, Text, and data.

A check of the account also displays that the line is not enrolled in Any Lifeline benefits, including ***. Please contact one our out Safelink Supervisors for assistance with the enrollment. For inquiries and enrollment issues with the SafeLink or the *** program, please contact one of our Safelink supervisors at *********************** to speak to an agent for assistance. The agent will need to Authenticate the account prior to taking any actions.

If further assistance is needed, you can contact me directly and, 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 Straight Talk Wireless to provide cellular service.

************************** | Executive Resolution Specialist | TracFone Wireless, **** | ****************************************************** | ****************************** | *************** | Ext. ****
Customer Answer
Date: 12/21/2022

Complaint: 18397852

I am rejecting this response because:it's not for phone number ************. It is for the number that they deactivated because it wouldn't work ************ I bought those plans for that number trying to get it to work even though it was supposed to be a free phone but it quit working one day and I needed it for work. This is rediculous that you people keep referring to the number I'm currently useing when I have clearly stated that it was a different number look up ************ that's the number I'm talking about and I have since bought new plans for this phone because it's straight talk not TracFone which is what I tried purchasing for that phone and didn't work. Because they we'rent the right plan for that phone. And yes I was refunded one of the amounts so don't tell me I can't get refunded the other one they already sent me the refund for one of the plans so someone is lieing here.

Sincerely,

*******************************
Business Response
Date: 01/05/2023
Dear *******************************,

This is in response to the December 21, 2022, rebuttal to Better Business Bureau complaint # ********.

Thank You for the additional phone number for further research into the refund request.

Airtime that has been added to a device is non refundable. A check of the number ending in **** did have minimal usage, and a credit of $43.53 was processed today, 01/5/2022, as a one time credit. Please use transaction reference number : 40314005XCFYS7ZJ, as a reference to confirm with the credit card company. Credits usually process within 72 hours of process and may take up to 30 days to appear on the next credit card statement.

The screen shots confirm that enrollment in Safelink/ACP failed or was cancelled. you will need to reapply to receive benefits. You can go to Safelink.com to check the status of your enrollment, and reapply, if necessary. You can also contact one of our Safelink Supervisors for assistance with Safelink or ACP enrollment. They can be reached at ***************; Ext. 1490.

With the processing of a credit, we are closing this complaint.

Thank you for choosing Straight Talk Wireless to provide cellular service.

************************** | Executive Resolution Specialist | TracFone Wireless, **** | ****************************************************** | ****************************** | *************** | Ext. 6142
Customer Answer
Date: 01/07/2023

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:11/11/2022
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In October 2022 my phone was having issues and customer service sent a replacement. I called back when I received my new phone to activate it. They had issues doing so. I called multiple times with no success. They would transfer me to a higher department where they would tell me I would get a call back from someone. I never received a call back. I have been without a phone for weeks.
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 11/11/2022, regarding BBB Case number ******** complaint.

Your complaint states that you received a replacement phone, but you have not received the required assistance from our **************** Team to get it active.

We have attempted to contact you to the contact number ************ and email sent to ************************* on 11/16/2022, 11/17/2022, 11/20/2022, 11/21/2022 and 11/25/2022; 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 1266644352.

Thank you for choosing NET 10 Wireless
Initial Complaint
Date:11/10/2022
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.
Hi I had SafeLink wireless for 5 years now My phone broke in August of this year. I been trying and trying to order a replacement phone since. The customer representatives are very unknowledgeable or maybe it's the language barrier. However, on September 23 a ticket number a1263479441 was created and I was told I will be receiving a replacement phone within 4-5 days. I called back on October 1st because I still haven't received the phone. I called again asking for a tracking number that they never provided me. I called again and again with no answers. On about October 15 I called again and spoke to another rep. I was given a *** tracking number now 1z7x28Foo2748712266 and that says the shipment was returned back to sender. On October 21st a new ticket number ********** was created and I was told once again 4-5 days. The rep even told me they would expedite this ticket because my previous ticket had a error. It's November 10th and no phone no tracking number no explanation just they keep saying 4-5 days. Today I spoke to a manager by the name of **** rep #****** and he was very rude he didn't act like he even cared to be working. After I called again and spoke to manager Lovely rep# ****** and after 15 minutes on the phone with her she hung up could not give me any answers. Now my bill is already prepaid by the month I wasted 4 months of my service I don't have my number on SafeLink got paid but don't want to render service.
Business Response
Date: 11/28/2022
Dear ***********************,

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

**************** complaint states that he did not receive his replacement phone and its already been weeks.

We spoke with ************** via phone number ************ on 11/21/2022. We informed him that the reason that the replacement phone is not delivered was due to bad shipping address. Thus, we asked for the correct shipping address and he provided ****************************************************** Room 309. Thereafter, we provided him the estimated shipping delivery in 3 to 5 business days.

Upon review, the tracking number 1Z7X28F00274871266 indicated that it was returned back to our warehouse on 10/5/2022 due to bad address, previous address was *******************************************************************************. Thus, we have already updated the reference number ********** and its currently being processed.

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 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: 11/28/2022

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:11/08/2022
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 10/19 I applied for the Lifeline + *** plan with SafeLink Wireless. Eventually, on 11/1 Lifeline benefits were approved. However my *** application, as of today, is still pending. This doesnt make sense, as if you qualify for Lifeline you will also automatically qualify for the **** My current plan is SL 6.0GB plan despite me having applied for unlimited data with **** This company receives a subsidy from the government when you are approved. My best guess is that they dont like providing unlimited data so they will provide a plan not applied for, in the hopes that customers wont jump through the hurdles of trying to get this configured properly. I have spent MORE than 4 and a half hours on the phone with these people. Really that long! Ive been hung up on 4 times, transferred to 17 different departments (which is really just shuffling you to another rep. in hopes you will get off of the phone). Ive been straight lied to, Ive been told I cant just pick whatever plan you want and this is the one you qualify for. All incorrect garbage. Theyve suggested calling the lifeline center, I did, which told me again that I had to contact SAFELINK so that they can transfer in the *** benefit. So far no one has wanted to do this or look into how to do this, and the customer service representatives just keep saying wait **** more days, wait **** more days, wait some more. And you can guess what happens each time you wait **** days. Nothing
Business Response
Date: 11/11/2022
Dear ***************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated November 08, 2022, regarding BBB Case number ******** complaint.
**************** complaint states that he applied for Lifeline + ACP plan with Safelink Wireless. However, his ACP (Affordable Connectivity Program) enrollment is still on pending.
**************** was contacted on November 11, 2022, 12:22 PM EST at ********** and we have successfully spoken with him.
As per review, his Lifeline application is now completely enrolled on 11/11/2022. His ACP enrollment is also now under Qualified status on 11/11/2022 and eventually this will change to Enrolled within **** business days with a plan of Unlimited Talk, Text & *************** plus Calls to ****** & ******* & up to 15GB of *************** Both the Lifeline ID and ACP ID are now automatically attached to the account so eventually he will be getting his ACP benefits on the next refill date on 12/01/2022.
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 email reference number ******* or Ticket Number 1266365590.
Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Safelink Wireless and have a great day.

Sincerely,

Executive Resolution Department
Initial Complaint
Date:11/07/2022
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.
Safe Link wireless was supposed to send me a smart phone I have not gotten it it has been 7 days I applied for it 7 days ago and it said I qualify and have been approved and it still pending I don't know what is going on but if they can not send me a smart phone like they advertised then they need to quit flase advertising and shut there doors permently
Business Response
Date: 11/15/2022
Dear ***********************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated November 07, 2022, regarding BBB Case number ******** complaint.

************** complaint states that Safe Link Wireless was supposed to send her a smart phone and have not gotten it and it has been 7 days she applied for it, 7 days ago and it said she qualify and have been approved and it still pending.

We tried to search the Pates enrollment in lifeline tool using her personal informations which is the last name and the zip code. It shows on the records that the customer is completely qualified and enrolled.

We spoke with ************ today November 14, 2022, 3:51 PM EST at **********. According to her, she already received the government phone and successfully using the services properly without any interruptions and everything was good at her end.

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 BBB ticket number 1266307917.

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:11/05/2022
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 10-17-2022, Safelink deactivated my phone service for SPAM without any warning - I called Safelink and spoke to 5 more people in the same department, business assurance. Every told me the same thing-the account was permanently deactivated; there was no way to reactivate it, and there was no way to release the number to ******* out. Looking at my text history, there is nothing that shows anything like that! It was my wedding I only text **************** in group text. I had this number for 20 years recently port to Safelink. Please help restore my service so I can ******* out to another provider.REF: *********
Business Response
Date: 11/17/2022
Dear *********************,

We have received and reviewed your Better business bureau complaint. This response is in reference to your correspondence dated Nov 05, 2022, regarding BBB Case number # ******** complaint.

Your complaint states about getting your service restored so that you can port your number over to a different provider.

We checked your account; we were able to find that the account was permanently deactivated, due to spamming, violation terms and conditions MMS/SMS.

We have contacted you on 11/16/2022 via phone ************, you mentioned that you need your phone service to be restored so that you can port your number to a different company, but after further investigation, we were able to find that the phone was permanently deactivated, as Tracfone Wireless Terms and conditions states that using your service for any unlawful, fraudulent, or illegal purpose or using your service in any way that adversely affects the service or the Carriers network will be considered as violations of the company policy. We understand that you are not agree with the resolution provided, as you mentioned that the messages were exclusively utilize for personal purposes that denied the violation of terms and conditions.

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 1266371634.

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

Thank you for choosing Safelink Wireless.

Sincerely,

Tracfone Wireless ****

Customer Answer
Date: 11/17/2022

Complaint: 18362173

I am rejecting this response because: I DID NOT VIOLATED any of your terms and conditions! It was my wedding all my group text was to/from friend and family! your company advertised as unlimited call/text but *********** for spamming without any warning /valid reasons! All I need is my number to be active so I can ******* out.

Sincerely,

*********************
Business Response
Date: 12/08/2022
Dear *********************,

This is in response to the November 17, 2022, rebuttal to Better Business Bureau complaint # 18362173.

We apologize for any inconveineince that you have encounter with our services, and appreaciate the request for the port out of the number. Unfortunately due to the recent usage, which violated the term os service, the number has been permanetly deactivated. Notes on the account confirm that you have been advised via our ******************************** Please refer to the following excerpt from the Terms.

'6. Unauthorized Use of Service

Your Service (i.e., voice, text, or data services) *** only be used for the following purposes, without excessively contributing to network congestion: (a)person to person voice calls, (b) text and picture messaging, (c) web browsing, email, ordinary content downloads and uploads, and video, game and audio streaming, and (d) Voice over Internet Protocol (VoIP).

Your Service *** not be used in connection with certain unauthorized uses that *** adversely impact other customers using our Service or the Carriers network, as well as any illegal purposes or purposes that infringe upon others intellectual property rights, or in a manner that violates trade and economic sanctions and prohibitions as promulgated by the *********** of ********* Treasury or any other U.S. government agency. Examples of some unauthorized uses'. . .The complete Terms can be found in the Straicht Talk Terms and Conditions, which are available on the Straicht Talk Website.

'We *** investigate, and *** ask you to provide an explanation, to determine whether such usage violates these Terms and Conditions.

A customer engaged in any unauthorized use *** have their Service suspended and/or terminated, in our sole discretion. We reserve the right to interrupt, suspend, cancel, or terminate your Service to protect the Carriers network from harm due to any cause including, without limitation, the excessive and/or unauthorized use of the Service. In our sole discretion, we will presume you are engaging in an unauthorized use in violation of these Terms and Conditions if, during a thirty (30) day period, you are calling for ****** voice minutes, or sending over ****** text messages (or ***** over a 24-hour period), placing calls of an unusually long duration, or if your data, talk or text usage is otherwise harmful or disruptive to the Carriers network or to our customer service levels.'

If further assistance is needed, you can contact me directly and, 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:11/03/2022
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 am a lifeline member. I enrolled with SafeLink wireless in early October being told I would receive my lifeline phone by the 15th of October. It is November 3rd and I still havent received the phone. I have been qualified approved and everything. I have made numerous calls spending hours of time on the phone only to be told Ill receive a phone call back in 48hrs. No one ever calls back. I am missing phone calls from my childrens drs and school.
Business Response
Date: 11/17/2022
Dear ***********************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated November 03, 2022, regarding BBB case # ******** complaint.

Your complaint states that you are a lifeline member with Safelink Wireless and you enrolled at the beginning of October and you were advised that you would receive the lifeline phone by 10/15/2022, however, you did not receive it.

We checked your account and we found you applied and approved with Safelink program, the lifeline ticket was created to start the shipment of the phone, however, it was not delivered. For that reason, we created a new ticket # ********** to start a new shipment.

We have contacted you on 11/16/2022 to the phone number **********; you were educated about the status of the shipment, and as soon as the tracking number is available, we will notify you via phone call or email.

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 1266314303. Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing Safelink Wireless.

Sincerely,

Tracfone Wireless Inc.
Customer Answer
Date: 11/17/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is semi-satisfactory as the company cannot or will not try to do any other measures than they have been doing for a whole month. Can a new shipment be created on a new ticket? I think the waiting time is unacceptable. Every time I receive a message or phone call it is the same status. There should be a way to resolve this in a timely manner. I feel I have been more than patient.

Sincerely,

***********************
Customer Answer
Date: 11/17/2022

Complaint: 18352433

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is semi-satisfactory as the company cannot or will not try to do any other measures than they have been doing for a whole month. Can a new shipment be created on a new ticket? I think the waiting time is unacceptable. Every time I receive a message or phone call it is the same status. There should be a way to resolve this in a timely manner. I feel I have been more than patient.

Sincerely,

***********************
Business Response
Date: 12/08/2022
Dear ***********************,

This is in response to the November 17, 2022, rebuttal to Better Business Bureau complaint # ********.

We apologize for any inconveniences that you may have encountered with our services, and appreciate the additional comments and feedback.

A check of the replacement ticket form the previous response confirms that Your shipment via Tracking number **** 1Z7X28F00274851297 is Estimated delivery: Today, December 08 by 9:00 P.M.

If further assistance is needed, you can contact me directly and, 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. ****
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,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Safelink Wireless is NOT a BBB Accredited Business.