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

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

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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:10/19/2022
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 Ordered a safe link wireless phone called several times to get order status. I never got a real answer representatives always transferred me and the call disconnected every time .. I called everyday and got no answer then spoke with a supervisor and was told my phone would be delivered October 17th by 7pm from *** and was was told I wound receive a conformation and tracking number which I never received. I was also given a number for a different department and the number was not in service. I cant get any answers as to where my phone is
Business Response
Date: 10/26/2022
Dear *********************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 20, 2022, regarding BBB Case number ******** complaint.

******************** s complaint states that she doesnt get a correct tracking information from SafeLink Wireless regarding her phone and gets disconnected every time she was transferred.

We spoke with ******************** on 10/25/2022 at **********. As per our conversation, she was informed that her shipment is already in transit and provided with the correct courier who handled the shipment.

Upon review, ******************** was enrolled in lifeline + ACP (Affordable Connectivity Program) on 10/21/2022. She was about to receive a phone from SafeLink Wireless with tracking number **************************. She was provided with the information including the courier who handled the shipment for her to monitor the status of shipment.

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 1265330869.

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:10/18/2022
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 wireless service(through ACP benefit) with SafeLink Wireless online. The application status was showing "approved" since Oct 13, 2022 but there's no more update. I tried to call their customer service ************ to get more details. However their customer service was front ended by ******** and they had to transfer me to enrollment department. But the call was always dropped (I tried 10 times and it dropped 10 times, 100% drop rate). I requested call back but they never call me back. I requested to speak with the supervisor and they declined. My enrollment ID is *********.
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 10/18/2022; regarding BBB Case number ******** complain.

Your complaint states that after you started the application for the *** program you have not received the required assistance from our **************** Team in order to activate the service.

We have contacted you on 10/26/2022, and we confirmed that in order to activate the service a new SIM card was required. We created the Ticket with Reference Number ********** in order to start the delivery of the new SIM card and complete the activation of the service.

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 1265384559.
Based upon the foregoing, we will close this matter as a resolution was provided.

Thank you for choosing Tracfone Wireless.
Customer Answer
Date: 10/28/2022

Complaint: 18241821

I am rejecting this response because: SafeLink contacted me to provide a ticket number. At this point, the problem is not resolved yet. I will accept the solution once the problem is resolved. Also, the phone number they provided in the email doesn't work. After entering the extension number ****, the call was disconnected immediately.

Sincerely,

***************
Business Response
Date: 11/15/2022
Dear ***************,

This is in response to the October 28, 2022, rebuttal to Better Business Bureau complaint # ********.

The lifeline/*** information referred to in the ticket number that you were given indicates that the line ending with **** is active with the *** (Affordable Connectivity Program) benefits, as of November 11.

To check the status of the enrollment, please contact one of our SafeLink supervisors at *********************** for assistance with *** benefits. Only Safelink agents have access to check the enrollment. The agent will need to Authenticate the account prior to making any changes on the account.

If any 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 **********. 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. ****
Initial Complaint
Date:10/18/2022
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 tried to get a cell phone from safelink and ****** said I had to finish activating my phone through them so I fallowed all the steps and they were able to access my old phone and take all of my data, phone numbers, names, history, texts and it had nothing to do with activating my phone that I still cant activate after all of my personal information stolen as I'm watching the new how ************* tech companies helping ***** create weapons while stealing every thing we own to help them take over the world.
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 18, 2022, regarding BBB case # ******** complaint.
Your complaint states that you have been having issues to activate a new phone from Safelink, as you have followed all the steps and it still cannot be activated.

After further investigation, we were able to verify that your account is currently active and well provisioned in our system, as there is also recent usage for all features. To further assist you, we will need to be in contact with you through a call.

We have attempted to reach you multiple times via phone call to ************ and ************, and e-mail sent to ************************** on 10/26/2022, 10/27/2022, 10/28/2022, 10/30/2022 and 11/02/2022; however, we were unable to speak with you and you have failed to respond to our e-mails.

If you should still require assistance, you can contact an agent at ************** PIN ****; hours of operation are 9:00 AM to 7:00 PM EST, Monday through Sunday.

Please refer to e-mail reference with ********************** and Ticket Number 1265384860.

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

Thank you for choosing Safelink Wireless.
Initial Complaint
Date:10/18/2022
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 on Sept 23rd, had to submit docs & did, was approved on Oct 1, then said enrolled Oct 7. Received tracking # for Fed Ex of ************************** which any time I checked Fed Ex, stated Pending status for this #. I would call Safelink & be told *********** again it will arrive today & if it doesn't call back tomorrow, I did that AT LEAST 3 times, then on subsequent calls told they had to transfer me to warehouse or level 2, almost every time they transfered me I gpt disconnected. I spoke to so many people both on phone and via chat, no one could help me, they just told me it is coming. I asked to be transfered to managers told not possible. They all were very nice but I could tell they are just saying what they think they should to end the call, not listening or solving problem. FINALLY on the 16th I was transfered to someone who said they will resend it. He said call back in 24 hours for the tracking #. I gave it 48 to be sure, checked online, no tracking #, did a chat, could not help me, told me they'd have **** call me at 11am, they did but it doesn't ring from them so I missed calls (I am having to use my laptop because I have no phone, using ******************** calls do not come thru). So I called again told there is an order number but no tracking ********** would need to be transfered to warehouse. I begged him to get help not to transfer be please get someone involved to help, nope very nicely just repeated for me not to worry they will help me, transfers ****** of course got disconnected (again might be because of my ****** voice but I have no problems with anyone else). I am wondering if this is a scam because on 2 calls I was told I could purchase one elsewhere) I said no just mail me the sim card like promised. I don't know what else to do. I actually lost a job because I had no phone service in the time I was promised I would. I'm grateful for this program truly but something is seriously wrong w/ this company. Need HELP and no corporate #.
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 10/18/2022, regarding BBB Case number ******** complaint.

Your complaint states that you have not received the Safelink *** card in order to start using the Lifeline benefits and you have not received the required assistance from ******************** Team.

We have contacted you on 10/27/2022, and you confirmed that after multiple attempts on tracking the delivery the *** has successfully arrived and the service is working properly.

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 1265335716.
Based upon the foregoing, we will close this matter as a resolution was provided.
Thank you for choosing Safelink Wireless.
Initial Complaint
Date:10/17/2022
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.
Safelink wireless's Lifeline program has not provided the service promised and signed into law. A replacement phone due to accident is available for individuals on the program. On 9/18/2022, the initial call went to safelink wireless however, they sent a SIM card for a broken phone. On 9/25/2022 a call was made requesting a replacement phone. We were told that one would be sent in 3-5 business days. When the phone didn't arrive, we called Safelink wireless again and was told we needed to return the defective phone before a new one could be sent and they would email us a label. No email was received so we called again. We were told that the phone did not need to be sent back and that a new one would be on the way in 3-5 business days....again. No phone showed. 3 more calls were made and another on October 4th and again on October 12, and October 17th. Each time, we were told that the phone would arrive in 3-5 business days but were also told that it was delayed; each reason for delay was different. No one had any answers. In the process, we spoke to ********************* (Badge number unknown), Charm (Badge #: *****) whom was very unhelpful and stated all of our validating info was incorrect and then hung up on us, ***** (Badge #: ******), ****** (Badge number unknown), Kayli (Badge number unknown), **** (Badge number ******) whom was the kindest of them all and seemed to care, and ***** (Badge #: ******). We are still waiting for a replacement phone. Today, on 10/17/2022 we were told that we should receive a phone in 3-5 business days but no information was available as of today. No tracking number is available and nothing other than "it is being process" is the response we continue to receive with no reason as to why it hasnt been sent in nearly a month. This program should be available since the recipient is disabled.
Business Response
Date: 10/19/2022
Dear *******************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 14, 2022, regarding BBB Case number ******** complaint.

Ms. ***** complaints states that she requested a replacement phone and was told that it will be sent in 3-5 business days. However, it didnt arrive and had to call several times to checked on the status of the replacement phone.

We spoke with ************ on 10/19/2022 at ************ and we are able to provide the status of her replacement phone in which is on the way. Verify the shipping address and provide the tracking number.

Upon review, on Ms. ***** account a ticket was created (**********) for phone exchange and also checked the tracking # 1Z7X28F00274009224 with estimated delivery on 10/20/2022.

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 1264973081.

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: 10/21/2022

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:10/17/2022
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 an account and received a phone through a field rep with SafeLink wireless a few months ago. A few weeks after my phone was stolen at a 7-Eleven in *** Nuys, **********. A police report was filed, video evidence proves it was stolen. Since then over the course of the past few months I have attempted several times to contact SafeLink support regarding this issue simply just see what my options are. The only way to connect with any form of support is via telephone and their support are outsourced to offshore call centers where the service represented is have little comprehension of English and beyond The script phrases they are trained to read have little comprehension of the language. They are not equipped to deal with this issue and I have no other way to connect with someone at SafeLink. I'm simply trying to get to a resolution and each time the representatives end up telling me that I'm being escalated to a higher team because they don't or can't handle the this basic issue and what that does is put me on hold and to talk to another rep who is not a higher up it's just to get me off the phone. This is not acceptable. SafeLink nevertheless has continued to have me as an active account despite the fact that I have told them my phone was stolen on several distinct occasions. This phone line is not a gift out of generosity from SafeLink they are contracted with the US government and are benefitting from having me as a client just by providing no service whatsoever. This is unacceptable and needs to be rectified.
Business Response
Date: 10/21/2022
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 received a free SafeLink phone through a field rep. ************** his phone was stolen.

We spoke with ************** on 10/21/2022 via his contact # **********. Upon conversation, we informed him regarding the status of his account after validation. We also informed him that we cannot process a replacement phone for any lost or stolen phone. We provided option to him to keep the service that he can purchase a new device. Furthermore, while on the line, he requested instead to have his enrollment cancelled.

In reviewing, **************** account is still active and provisioned. Our record shows no usage as of this writing. Moreover, the Affordable Connectivity Program (ACP) was cancelled on 9/11/2022 due NLAD Transfer Out ACP. His lifeline enrollment was cancelled on 10/21/2022 as per his request.

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 1264979071.

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:10/17/2022
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 was approved for the lifeline program 3 months ago. I've called several times about when my phone should be delivered. I've spoken with several people at safelinks and no one can seem to explain why it's been almost three months and I still have not received my phone. I get hungup on everytime I call now. I just want my phone shipped to my house I've now been waiting almost three months.
Business Response
Date: 10/20/2022
Dear ******************;

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 17, 2022, regarding BBB case # ******** complaint.
Your complaint states that you have been having issues to receive the phone that you applied for, when getting enrolled for the Lifeline program with Safelink Wireless.

We have contacted you on 10/20/2022 to the phone number ************; and the resolution provided was to inform you with the re-application information, as you will need to complete it to get approved again for the free phone from the Lifeline Program.
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 1264973918.
Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing Safelink Wireless.
Customer Answer
Date: 10/21/2022

Complaint: 18234119

I am rejecting this response because:
Ive now waited two months for the phone an little more actually and now that I've contacted the bbb somehow someway my lifeline program has been terminated and now I have to reapply.
Sincerely,

******************
Business Response
Date: 11/04/2022
Dear ******************,

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

Thank you for the additional details about the delays in getting a phone, and the suspension of Safelink enrollment.

At this point, the only course of action is to re-apply for Safelink Services, then the service plan can be used to activate the phone that you received. We apologize for any inconvenience.

For inquiries and assistance with enrollment issues with SafeLink, please contact one of our agents at *********************** to speak to an agent for assistance.
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. 6142
Initial Complaint
Date:10/15/2022
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.
just like most others my phone continues to be shut off at random, repeated phone calls that are hours in length where nothing gets done. Also repeated excuses and flat out lies are provided as explanation, I have no phone service as a result. My last call was the worst because the guy refused to transfer me to someone who knew how to fix the problem as well as eventually just hung up on me after repeatedly placing me on hold at random for no reason. He told me there's absolutely no way to fix this problem and also no way to file a complaint. This problem has been happening repeatedly since i started dealing with them and sometimes they temporarily fix it and other times they just pretend it's not their fault. My call today 10/15/2022 was ridiculous and literally nothing was done at all just was told there's no way to fix it and that it's not their fault regardless of the fact i had repeatedly told this customer rep that i had already made contact with the other company referenced and was aware it was nothing to do with their end. The rep for safelink refused to fix the issue and continued to refuse to transfer me to somebody who did know how to. At the end he just simply hung up.
Business Response
Date: 10/25/2022
Dear ************************* ******,

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

Ms. ******* complaint states that she has no phone service since her phone shuts off at random.

**************** has been contacted multiple times via ************ and e-mail ************************** on 10/17/2022, 10/18/2022, 10/192022, 10/20/2022 and 10/25/2022; however, we were unsuccessful and **************** has failed to respond to our calls but able to respond on one of our e-mails.

Our records indicate that Ms. ******* account is under Lifeline Program which was de-enrolled due to duplicate address as of 8/8/2022 while unqualified under Affordable Connectivity Program (ACP), thus, needs to re-enroll.

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 1264850752.

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: 10/27/2022

Complaint: 18229708

I am rejecting this response because:
I have responded to each email safelink has sent me, each of their emails is a repetition of the previous emails, to which I ask them to refer to the original complaint and email. Every safelink email states they could not reach me by phone and that there is something I must do to fix my service. I have had to continually reply that I cannot be reached by phone due to their company failing to fix their system and that this same issue is being continuously done to many customers. I have also repeatedly responded that it is an issue within safelink, I have already verified that it is not a lifeline or national verifier issue so I am aware that there is nothing I must do to fix this issue. The issue is within safelink itself and they seem completely unwilling or otherwise unable to fix this issue competently so that the issue doesn't continually happen to myself and so many others. Safelink has continuously told me I need to re-verify or re-apply, which I've done previously multiple times despite the fact I have only had safelink about 3 months total with no changes at all that would have required this over and over. Each time I had to re-apply for the *** program, a new application number shows and I have also told safelink this and they continue to say they cannot enter that number in their system, yet keep the old application number listed in my account which is part of the issue. **************** just continually blames either me or lifeline or *** for the issue, even after I pointed out I had already verified the issue was none of those, then I was hung up on after asking for a supervisor or someone there who has knowledge of and can fix this issue. I have also repeatedly called and been told it's fixed but I need to wait 24 hours for it to take effect, and nothing is fixed after 24 hours or at all each and every time.

Sincerely,

************************* ******
Business Response
Date: 11/09/2022
Dear ************************* ******,

This is in response to the October 27 , 2022, rebuttal to Better Business Bureau complaint #********.

Thank You for the additional comments, and we apologize for any inconvenience that you have encountered with Safelink services.

As previously confirmed a Check of the account ending in ****, indicates that the phone is not currently enrolled in Safelink, you will need to reapply.

Please contact one of our Safelink Supervisors for assistance with the enrollment. They can be reached at ***************; Ext. ****. Or you can go to Safelink.com to check the status of your enrollment, and reapply, if necessary.

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. 6142
Customer Answer
Date: 11/11/2022

Complaint: 18229708

I am rejecting this response because:
As previously stated, I am not enrolled because SafeLink continues to fail to do it's part to resolve the ongoing and recurring problem which was, as i previously explained multiple times, solely on SafeLink's end. I have seen this issue is a repeated problem for many people using SafeLink services. As a result of not only the extremely poor service by SafeLink, but also the complete lack of respect, as well as a horrible system for dealing with customer complaints, I no longer want anything further with SafeLink. There will be no further issue because I have already gotten a new service provider and will never deal with SafeLink again and until SafeLink changes their terrible customer service and business practices, I will continue to tell everyone I know about my experience and the experiences of others' in dealing with SafeLink, and will absolutely recommend nobody use their services as long as they continue to keep being a negligent company. As I have said in this reply, I now have a new service provider and no longer want any further business with SafeLink.

Sincerely,

************************* ******
Initial Complaint
Date:10/14/2022
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.
Been switching providers through the federal Lifeline program for free cell phone. I started this process on Wednesday 1 pm it is Friday 1:30 and I still do not have an active phone from Safelink. They sent me a sim card by mail. I tried switching my phone number from ******** to Safelink. I provided the necessary information such as account number and pin. They have not changed my number over. Just on Wednesday alone I made numerous calls, where the line was dropped after transfers (4) or I had to have a call back and there was still no resolution. I am still as I type working on this issue. I've contacted the *** on this as well because not only do I have doctor ************ I have a child who needs to have access to reach me in case of an emergency and right now he can't.
Business Response
Date: 10/17/2022
Dear *************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 14, 2022, regarding BBB Case number ******** complaint.

Ms. ****** complaint states that she has received a SafeLink SIM card and she tried to port her phone number from ******** to SafeLink but she was unsuccessful.

We spoke with ************************* on October 17, 2022, 4:04 PM EST at **********. She confirmed that the phone number has been switched over successfully with SafeLink. However, ************** mentioned that the phone service is not good. The phone calls and text dont work sometimes. Hence why she decided to just switch back to ******** and refused to be assisted further.

Upon review, the account is still active in the system. ************** is enrolled with SafeLink lifeline and it got enrolled on October 5, 2022 with the plan that offers 350 FREE monthly minutes and unlimited texts with 4.5GB/month of FREE data.

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 1264845966.

Based upon the foregoing, we will close this matter since we were not able to reached the customer and issue is still unresolved. Thank you for choosing SafeLink Wireless.


Sincerely,

Executive *********************
Customer Answer
Date: 10/18/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unsatisfactory to me but I no longer wish to use their services as they have not been able to do the right thing. I gave them ample opportunities and they could not fixed it.

Sincerely,

*************************
Initial Complaint
Date:10/13/2022
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 I was approved for lifeline on October 4 2022 and acp on oct 5 ****. When I got my sim and called to activate service I was receving the unlimited everything and 5 gb of hot spot. When I phone was disconnected when it was not suppose to be and reactived a day later the unlimited package was not put on my phone. I have tried sense s veral times to get this issue resolved. Everyone I call they say it has been added and to turn my phone off make a call and I will be all set. Well it still has not been added. This company is a joke and always have to transfer to higher level and then hang up. They have made 3 tickets and still not fixed. Thank u *************************
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 13, 2022, regarding BBB case # ******** complaint.
Your complaint states that you have been having issues to receive the benefits from the Affordable Connectivity Program.

After further investigation, we were able to find the information in regards of the account that is having the issues with the service. To further assist you, we will need to be in a call with you to clarify the information, as the application for the *** is currently cancelled, due to a transfer out to a different company.

We have attempted to reach you multiple times via phone call to ************ and ************, and e-mail sent to ******************* on 10/15/2022, 10/18/2022, 10/19/2022, 10/20/2022 and 10/26/2022; however, we were unable to speak with you and you have failed to respond to our e-mails.

If you should still require assistance, you can contact an agent at ************** PIN ****; hours of operation are 9:00 AM to 7:00 PM EST, Monday through Sunday.

Please refer to e-mail reference with ********************** and Ticket Number 1264733569.

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

Thank you for choosing Safelink Wireless.

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