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 Wireless

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

• 

  Safelink

  1258 S Greylock St Philadelphia, PA 19143-5112

• 

  Safelink Wireless

  PO Box 220009 Milwaukie, OR 97269-0009

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:10/29/2022

  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 contacted this company yesterday around 6p.m about my tracking wireless phone which is not working anymore. Got overheated and stopped working. They refuse to send me a replacement. Stating I would have to pay first. This is a free government phone not understanding why I would have to pay.

  Business Response

  Date: 11/07/2022

  Dear **********************,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 10/29/2022, regarding BBB Case number ******** complaint.
  
  Your complaint states that you are having issues to receive a replacement phone.
  
  After further investigation, we were able to verify that your account is active with the correct service plan there is also recent activity on the daily usage for phone calls.

  
  We have attempted to reach you multiple times via phone ************ and via email ******************* on 11/01/2022, 11/02/2022, 11/03/2022, 11/04/2022 and 11/07/2022 however, we were unable to speak with you. And you have failed to respond to 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 1265750864.

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

  
  Thank you for choosing Tracfone Wireless .
  

• Initial Complaint

  Date:10/28/2022

  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.

  On sept 25, 2022 I purchased the unlimited talk and data for ***** thru safelink wireless which is good for 30 days. On 10/25/2022 my unlimited plan should of expired and my regular benefits of 350 minutes should of kicked in. When i called safelink they informed me my regular benefits were delivered to my phone on 10/1/2022. i tried to explain to them that was incorrect because i had the unlimited plan. safelink can take my money but not provided the service i deserve. I have to call safelink every month with the same issues and waste at least an hour of my time every month . NOT ACCEPTABLE !!!!! AND THIS IS NOT THE 1ST COMPLAINT I HAVE HAD TO MAKE AGAINST THIS COMPANY.

  Business Response

  Date: 11/02/2022

  Dear ***********************:  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 28, 2022, regarding BBB Case number ******** complaint.  
          
  ************** complaint states that she did not received her SafeLink benefits after the unlimited plan she purchased expired. She mentioned that she was informed it was added already even though its not on her phone yet.
  
  We spoke with ************ on November 2, 2022, 1:50 PM EST at **********. As per our conversation, she was complaining why it took three agents to fix the issue on her phone and why some of the agents are not knowledgeable enough. We have extended our deepest apology and assured her that we will look into this matter and take some actions to prevent this from happening again. We checked the account and made sure that her SafeLink benefits has been added successfully.
  
  Upon review, phone is active and well provisioned in our system. Account is enrolled with SafeLink lifeline and ACP Program with the plan that offers Unlimited Talk & Text plus Calls to ****** & ******, 25GB Total of *************** & up to 5GB of ************* It got enrolled with SafeLink lifeline on October 4, 2022 and ACP on October 31, 2022.
  
  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 1265810574. 
  
  Based upon the foregoing, we will close this matter unless we will hear from you. Thank you for choosing SafeLink Wireless.
                                                                                                                                                                        
  Sincerely,
  
  
  Executive Resolution Department
  
  

  Customer Answer

  Date: 11/03/2022

   
  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:10/27/2022

  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.

  On September 18 I paid ***** for service. I was shut off October 6 my phone was shut off, I called and they told *** had to pay again. They charged another card twice, This time it was 20.00.So now its ***** charged. They never turned the phone on. Then on October 8 they only turned it on for 24 hrs.. I was refunded for the ***** and 20.00..But they wont refund the other 20.00..I call and they give me the run around..

  Business Response

  Date: 11/04/2022

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

  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 27, 2022, regarding BBB Case number ******** complaint.
  **************** complaint states that on September 18, 2022 he paid $16.00 for service. He was shut off on October 06, 2022 so he called and had to pay again. They charged the card twice for $20 each. He was refunded with the other $20 but he is now asking for a refund of the other $20.00.
  **************** was contacted on November 04, 2022, 11:37 AM EST at ********** and we have successfully spoken with him and his wife.
  As per conversation, **************** is using his old phone number with ******** and the Lifeline enrollment ID is not attach to that particular account since he was issued with a different phone number to a new *** card where the enrollment ID was attached there. He never received the pre-activated sim card where the Safelink benefits was added for some reasons even though it was already delivered. **************** successfully authenticated the account so we removed the enrollment ID to the original phone number associated to his Safelink account and assigned it to his regular Tracfone phone number. We were also able to extend the service days for a year since he is completely enrolled with Safelink. Aside from that, we deactivated the *** card which he never received so that nobody can use the *** card without his knowledge.
  **************** will now start receiving his Safelink benefits to the phone number to where the Lifeline enrollment ID was attached to.
  Moreover, **************** is not eligible to be refunded with the other $20 airtime card he purchased since there is already some usage of the minutes and he agreed and understand.
  In addition, **************** enrollment with Safelink was completely enrolled since 10/28/2022 with a new enrollment ID. He is also enrolled with ACP (Affordable Connectivity Program) since 10/31/2022.
  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 1265936840.
  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:10/27/2022

  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.

  I signed up for safelink wireless service on 10/17/22. I requested the plan with Unlimited Talk and Text, with 25 GB of **************** When I went on their website today (10/27/22) to check the status of my order, my account showed that I was enrolled in a plan completely different than that which I signed up for. The plan showed only 350 minutes of talk, unlimited text, and 3.5 GB of high speed data.I opened a chat with their customer service team and explained the situation to them, and was told that theres nothing they can do about it.This looks like the classic bait and switch scheme. After giving them my personal information, including social security number, they signed me up for something completely different than the agreement at the time of providing my information.When I

  Business Response

  Date: 10/31/2022

  Dear *********************,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 10/27/2022, regarding BBB Case number ******** complain.   
  
  **************** complaint states the benefits he received was not the one he applied for.
  
   Upon review, ************** applied in Lifelife with ACP on 10/17/2022. The status was Pending and NLAD verification required. Once approved with Lifeline with ACP, he will receive the monthly benefits of unlimited talk and text plus Calls to ****** and ******, 25GB total of high-speed data and up to 5GB of hot spot data.
  
   We spoke ************** on 10/28/2022 at **********. He stated that he applied for unlimited talk and text plus Calls to ****** and ******, 25GB total of high-speed data and up to 5GB of hot spot data, but when he checked his application it shows, 350 free monthly minutes and unlimited texts with 4.5GB/month of free data. It was not the plan he applied. We informed him that his application was still pending and once approved with Lifeline with ACP, he will get the plan thet he applied for. We also informed him that the offers varies by state and the benefits will always be subject for approval.
  
  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 1265522000.
  
  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: 10/31/2022

   
  Complaint: 18324312
  
  I am rejecting this response because:

  Not only was the person I spoke to on the phone very rude, they also treated me like a child in the tone they used. My sole purpose of this complaint initially was for them to correct the error in their advertising and apologize to me. They refused to even acknowledge that there was a discrepancy between what I signed up for, and the benefits which I would be receiving.

  To me, this is a textbook case of bait and switch. I was lured in with the promise of one service, but after providing all my sensitive personal information, was offered something not even remotely the same.

  I came to SafeLink wireless looking for relief from financial stresses associated with not being able to pay a normal phone bill. I was instead given lies and stress. This company is supposed to be helping people in need, not causing more stress.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/26/2022

  Type:Billing 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 Safelink to port over lifeline service from Assurance. They charged me a fee (which I want refunded) and then stated that I need to contact the national verifier to transfer lifeline. The national verifier could not find a record of services even though as of 10/12/22 I still had service with Assurance. I currently do not have my original and ****************. I am asking for help in reinstating service and in getting a refund for fees that I was charged to port my service. At no point was I told that they would charge a fee for porting services. When I called to port over, they stated that they would be able to quickly and adequately port the services. Safelink failed to properly transfer the working service from Assurance wireless. I have called them repeatedly and they refuse to accept responsibility and also refuse to have someone from the US corporate office call me back to assist.

  Business Response

  Date: 11/01/2022

  Dear ***************:,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 26, 2022, regarding BBB Case number ******** complaint.  
          
  ************ complaint states that she tried to port her lifeline service from Assurance. She was charged on the initial activation of the phone. ************ is requesting to be refunded with the charged and to re-instate her service.
  
  We spoke with ************ on October 31, 2022, 2:10 PM EST at **********. We were able to authenticate the account. We tried to assist her; however, she is in a hurry and stated that she has been requesting to speak with an American representative. ************ requested a callback by 6:00 PM EST by an American representative.
  
  Upon review, ************ transferred her phone number from Assurance Wireless to Safelink on October 12, 2022, with reference number **********. She was expecting that her service from her old service provider will be automatically transferred to Safelink; however, she still needs to apply for us to provide her monthly benefits. Thus, she purchased a service plan on October 12, 2022, with reference number **********, but she wants to have it refunded.
  
  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 1265682907.   
  
  Based upon the foregoing, we will close this matter unless we will hear from you. Thank you for choosing SafeLink Wireless.
                                                                                                                                                                        
  Sincerely,
  
  
  Executive Resolution Department
  

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18314486
  
  I am rejecting this response because: In response to my complaint, I received an inaudible voice message on Friday 10/28 in which the only thing that I could understand was that the rep would call again the next day. He did not call back.  When I did not get a call back, I called Safelink on 10/31/22 to followup and spoke with ***********  ***** was very difficult to understand and I requested a call back from a rep from *******, ******* ***************** She stated that she would send a message to have someone from the ******* office call me back that same day at 6PM.  They did not call me back instead electing to respond to the BBB complaint with falsehoods. 

  When i called Safelink on or about 10/10/22 to switch from Assurance, I spoke with ****, who informed me that ALL I NEEDED to transfer my phone AND lifeline service was a sim card that I must purchase which I did on 10/12/22.
  

  On or about 10/12/22 when I called to continue the process ( I bought a sim card at target), I spoke with several agents including ***, ********, and *****.  Specifically ******** had me call Assurance with her on the line to get my account number in order to transfer my service.  ******** WERE FULLY AWARE AND ON NOTICE THAT MY GOAL WAS NOT JUST TO TRANSFER MY PHONE NUMBER BUT ALSO THE LIFELINE SERVICE THAT WAS ACTIVE WITH ASSURANCE. Once ******** was sure that Assurance would end my service, she informed me of the fee to transfer the lifeline service (I find this unethical).  After I had no choice but to pay the fee to transfer the lifeline service, then she stated that she successfully ported my phone but the lifeline would take about 24 hours. That did not happen and I have spoken to several reps and supervisors since that day. 
  

  The lifeline service was never transferred from Assurance to Safelink. If I would have been informed that I needed to reapply at the onset, I would have remained with Assurance.  Had the reps explained the process mentioned in this response to the BBB, I would NOT have accepted and transferred from the lifeline service that was active and working to now having no lifeline service.  AT NO POINT PRIOR TO PORTING DID ANY SAFELINK REPS ***** THAT A NEW APPLICATION WOULD BE REQUIRED AND THEY CAN VERIFY THAT ON THE RECORDED CALLS THAT THEY KEEP.  

  When I called the National verifier, I was told that the new company (Safelink), not me or the former company Assurance must call to transfer/verify the lifeline service prior to the porting. A rep from the corporate office at Assurance stated the same to me on or about 10/17/22 in an emailed letter.  

  Each time I have called the number provided in the correspondence, I have been transferred to the call center in ***************.  Each time I have requested to speak with someone in the US office in an effort to conclude this matter and my calls have gone unanswered, despite them promising a call back.  Each time, I have been told that I would get a call from the US office but it NEVER happens. 

  During this ordeal, I have relied on the reps from safelink to properly process the porting.  Safelink has been uncooperative in properly transferring the lifeline service or refunding my money.  I am seeking a refund, the proper transfer of the lifeline service as well as any and all penalties that the **** FTC, the ** or any other organization can impose on this company.  
  
  Sincerely,
  
  ***************

  Business Response

  Date: 11/23/2022

  Dear ***************,
  
  This is in response to the  November 2, 2022, rebuttal to Better Business Bureau complaint #********. 
  
  Thank You for the additional comments and feedback. We apologize for any inconvenience that you encountered with our services.
  
  We do not charge a fee for the port in of a number, we charge for service. Or in the case of SafeLink service, the account has to be enrolled and active with Safelink to complete the port.
  
  We are a company with call centers in various countries, and agents are assigned to assist customer with a variety of issues, we do not guarantee that you will be able to speak to any given nationality.
  
  For inquiries and enrollment issues with the SafeLink account, 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 other 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 1265682907.  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:10/25/2022

  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 used Safelink wireless for lifeline assistance program(phone # xxxxxx8407) for 2 years and no problem found(the SIM card used ********** After they asked me to transfer service and phone number to the new phone and SIM card(uses Tracfone, phone is ************ ) they sent to me in October/2022. The new phone with the new SIM card could not work till now. I can not make/receive call and MSM. Call their technical support**************) for 4 more times, every time they just said they will call you back. Till now it still could not solve this problem. I have no phone to use for 5 days already. Each time I made a call, it automatic transfer to their customer service group. And nobody can make my phone working. I consider that, this problem are only 3 reasons caused: 1) Cell phone problem; 2) SIM card problem. 3) The system network (Tracfone) problem.It is not too difficult to find out which reason caused. If they could not solved the problem, why not help me transfer back to use my old SIM card with the original network, which used for 2 years and no any problem.

  Customer Answer

  Date: 10/31/2022

  Thank you very much.  You have  helped me to find the correct person to solve the problem. Your action was quick and effective. I give you 5 *****.

  I posted a complaint on your website on 10/25/2022. An experienced engineer, ****, a kind, polite and professional person from Executive Resolution Department of SafeLink Wireless contacted me by phone and Email on 10/28/2022. And started to solve the problem. 30 minutes later, my phone was active. I was so glad I can communicate outside after no phone usage for one week. Before we said goodbye, **** left his contact number to me, and told me to contact him if there is any problem in the future. For all he has done, I give **** and his department 6******.(not include the Technical support group(Phone#***********). They used 5 days but the problem was still there, and they never submitted my case to their higher level technical department like Mr. ****************************** style="font-family: arial narrow, sans-serif;">
  

  This is my experience and I want to share it with you. I am satisfied with what they have done since 10/28/2022.

  
  

  Thank you so much!

• Initial Complaint

  Date:10/24/2022

  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.

  My grandmother, *********************, had/has Safelink/Lifeline cell phone service. Her service was disconnected .Enrollment number - ********* Today was our 4th call into Safelink for assistance. We were told that the application was approved, but the phone is not working. ****** is elderly and disabled and is not able to handle this matter on her own. When I called today from my cell phone *************) I spoke to a representative then they transferred me and the call immediately hung up. I called again and spoke to a woman who said I have to have the phone with me in order to get it activated. I was told by the last representative that I need the **** and the *** card number in order to get this resolved. This representative said that she cannot do that. The new *** card was sent directly from Safelink and the phone is the exact same phone she used for her service before it was disconnected. What I do not understand is how can a company expect a 80 year old person to handle this extensive of a process without being overwhelmed and confused. This phone is for emergencies and ****** is now disconnected because this issue has been extremely difficult to take care of. This process discriminates against seniors or those that are not able to figure out this process on their own. The agent that I spoke to today that would not activate the *** card began playing tricks in order to avoid me getting the survey. She stopped responding, then sat there silently on the phone for nearly 30 minutes. I could hear everyone speaking in the background like I did before. I could also hear the agent on the phone, but she would not speak to me or respond. She was simply waiting for me to hang up so that I did not receive the survey. She then 3 way called myself and tried to transfer me to myself so that I would disconnect. After a 47 minute call, I am still on the line. This is extremely deceptive and unethical - especially when working with seniors.

  Business Response

  Date: 10/31/2022

  Dear *************************;
   
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 24, 2022, regarding BBB case # ******** complaint.
  Your complaint states that you have been having issues to get the benefits from the Lifeline program, even by being approved for it. 
  
  We have contacted you on 10/27/2022 to the phone number ************; and the resolution provided was to cancel the current application with Lifeline, so you can re-apply for the benefits and the free phone, as yours is not compatible with the new upgraded network from Verizon.
  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 1265374429.  
  Based upon the foregoing, we will close this matter unless we hear from you.  
  

  Thank you for choosing Safelink Wireless.

  Customer Answer

  Date: 11/07/2022

   
  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:10/23/2022

  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.

  Sometime back on Nov 23 I applied for the *** to get a government phone I received the phone within the time frame that it project. What I did not know at the time was I was not getting the unlimited plan that I selected to get. I called the company habitually got transferred then the line disconnected. I called SafeLink again today around 8:30 EST to 9Pm to get the situation sorted out. That proved to be naught when I got off the phone, I asked for the direct line to get back in that rep gave me a number for a phone *** hotline "*************" I called again to talk to a manager she gets on the phone I am telling her about this an she's telling me that is not the correct phone number. *** I respond yeah, it's not it's a phone *** number that was given to me by the rep. *** to make matter worse the woman hangs up on me. I do not know what type of company this is, but this is beyond my comprehension that they would do something like this I want something to be done I want the calls that came from my phone to be check an listen to. Because it is apparent that this company thinks its okay to provide this level of service.

  Business Response

  Date: 10/27/2022

  Dear *****************************:
   
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 21, 2022, regarding BBB Case number ******** complaint.  
          
  **************** complaint states that he had been having problem in enrolling the Affordable Connectivity Program.
   
  We spoke with **************** today, October 26, 2022, 03:16 PM EST at the contact number provided. We check the Vault Tools and it shows that he need to contact the National Verifier, for him to verify and continue enroll in the Affordable Connectivity Program.
   
  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 1265426482.
   
  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:10/23/2022

  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.

  Applied for lifeline service through safelink and wanted old number ported over. That took several days, then, phone only worked 1 day and hasn't worked since. Called them several times and they said they were having technical difficulties and couldn't do anything to call back in 2 hours. So I called back 2 hours later and they told me the same thing. They won't do anything to get the phone to work.

  Business Response

  Date: 11/01/2022

  Dear *********************************,
   
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 24, 2022, regarding BBB Case number ******** complaint.  
          
  Ms. *********** complaint states that she applied for lifeline+ACP (Affordable Connectivity Program) and ported the number from old service provider; however, the service is not working since day 1.
   
  Per our records, the customer applied on lifeline+ACP on 10/03/2022 and was approved on same day. However, the phone number is duplicate to another subscriber. Thus, the enrollment was cancelled on 10/282022 by National Lifeline Accountability Database (NLAD). Moreover, the device is provisioned and active. Our record shows usage indicating service is being used.
   
  We attempted to contact ************************ multiple times via her contact # *********************1 and e-mail ************************* on 10/26/2022, 10/27/2022, 1028/2022, 10/29/2022 and on 11/01/2022; however, we were unsuccessful and she has failed to respond to our calls and e-mails. We need to speak with her in order to provide assistance and address her concerned accordingly.  
   
  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 1265373844.
   
   
   
  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: 11/02/2022

   
  Complaint: 18302477
  
  I am rejecting this response because:
  I did call back and they said they would get the phone working which they did for 1 day and then it stopped working again. The phone is not in active use.. you can't make calls at all so that's a lie. I wanted the old phone number transferred back over to assurance wireless and they couldn't do that either. 
  Sincerely,
  
  *********************************

  Business Response

  Date: 11/22/2022

  Dear *********************************,
   
  We have received and reviewed your Better Business Bureau complaint. We would like to apologize for the inconvenience you have experienced with our services.    
  *********************************************** many attempts have been made but unsuccessful in reaching you.
  Ms. *********** complaint states that she applied for lifeline+ACP (Affordable Connectivity Program) and ported the number from old service provider; however,the service is not working since day 1.
  *********************************************** based on the information provided as per security purposes we will need to verify account information.
  *********************************************** what is the best contact phone number and time where you can be reached to? You may contact me directly to **********************.   
  My hours of operation are Monday through Friday from 9:00 am to 6:00 pm EST.
  If you have any further questions or concerns, a customer corporate representative can be reached at ************************. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST.
  Thank you for choosing SafeLink Wireless.
   
                                                                                                                                                                       
  Sincerely,
   
  *************************
  Safelink Wireless, Inc.
  BBB Specialist

• Initial Complaint

  Date:10/20/2022

  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 a Safelink Wireless Lifeline client for around 12 years. I could always recertify with no problem. This year on the 17th of October I got a text on my phone stating my service would be shut off the next day because I did not recertify. I have tried calling their number***************) because I wanted to tell them I did not know I was up for recertification. I never received the letter with the barcode on it. I waited on hold and the minutes you have to wait( stated automatically) were going up instead of down. First it said I have to wait six minutes, then 7, then 8. You can never get through to a person. They have a recertificatin number to call but since I don't have a barcode it won't take my call. ***************)I need to talk to someone that will send out a new letter with a barcode so I can recertify or I need to re enroll in the program, which I tried to do but the computer will not let me. It says I am still enrolled. I am 63 years old and disabled and I need this phone.I just want someone to call me to get this straightened out so I can get my recertification or someone to help me re enroll again.Thank you.I am not sure if this is the right address. Could you please forward where this complaint should go?

  Business Response

  Date: 10/27/2022

  Dear *********************,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 21,2022, regarding BBB Case number ******** complaint.  
          
  **************** complaint states that on October 17, 2022 she received a text message that her phone will be shut off the next day due to recertification failure. She called Safelink but cant get hold of anyone.
  
  We spoke with ***** today, October 26, 2022, 10:52 AM EST at **********. We informed her the status of her ****************.
  
  As we review, it showed that LID is attached to the account. The device is receiving the monthly benefits of ***** FREE monthly minutes & unlimited texts with 4.5GB/month of FREE data. Furthermore; ************** **************** is enrolled since 10/11/2010.
  
  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 1265330174.
  
  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: 10/28/2022

   
  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,
  
  *********************