Complaints

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

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  Safelink Wireless

  9700 NW 112th Ave Miami, FL 33178

• 

  Safelink

  1258 S Greylock St Philadelphia, PA 19143-5112

• 

  Safelink Wireless

  PO Box 220009 Milwaukie, OR 97269-0009

• 

  Safelink Wireless

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

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/12/2022

  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.

  At 6:49 pm est I contacted Safelink Wireless to get assistance with activating my service after previously being instructed to purchase a tranfone byod ******* sim kit for my device I was using. The agent I got was unprofessional and incompetent. I sat on hold for nearly 20 minutes withthe rep telling me they were waiting for my account to load, but I could hear him chatting with coworkers and hadn't asked me for any information to pull up my account. When he finally got around to it and asked for my account number attached to my number I was porting I repeated the number to him about 5 times which he again was unprofessional, so I because upset and was cursing. I was not abusive towards the agent and asked for a supervisor because the agent seemed incompetent with understanding the aimple information being provided to him and was being unprofessional. I refused for him to mess up my service because he doesn't know what he is doing. The agent refused to get a supervisor for me and said they were one so I asked for spmeone above him and he still refused. I informed him I was going to file a complaint because this is ridiculous and he shouldnt be working for the company in customer service. I asked for the agent's name and he said *****. My safelink government service still remains unconnected. I called back and the next rep told me to call back after 10pm to speak to a supervisor, and also told me to call ************** to activate my service, which is the same number I dialed. I called in from ************. Again, my service remains unconnected due to it seeming like nobody knows how to do their jobs. It really seems like call avoidance. I need my service activated and my number ported over.

  Business Response

  Date: 10/18/2022

  Dear,***************************
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 10/13/2022; regarding BBB Case number ******** complain.
  
  Your complaint states you have not received the required assistance from ******************** Team while trying to get a Bring Your Own (****) SIM active with your Lifeline and Affordable Connectivity Program (ACP) services.
  
  We have contacted you on 10/17/2022, and we completed the activation of the **** SIM card with a phone number ported in from another company. We successfully attached your Lifeline and ACP benefits to the phone account to ensure you will be receiving the benefits automatically. Also, we effectively tested all the futures with the purpose to confirm they were working properly. 
  
  If you still require assistance, you can contact ************** enter PIN ********** of operation are Monday to Sunday from 9:00 AM to 7:00 PM Est.
  
  Please refer to email reference number ******* or **********.
  Based upon the foregoing, we will close this matter as a resolution was provided.
  Thank you for choosing Safelink Wireless.
  

• Initial Complaint

  Date:10/12/2022

  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 a customer of SL. I had problems with my phone and I reported it. Numerous times. At first they wouldn't send me a replacement phone. I purchased my Phones. After reviewing my case, they agreed to replace my phone, but they cut off my phone and refurbished it before I received the new phone. I tried to explain to them that I didn't receive the new phone yet. I had to use my neighbors phone to call my Drs. I tried to let SL know repeatedly that I didn't receive my new phone and to turn my phone back on. They wouldn't do it. So I had to contact ******** to get my phone turned back on. I still haven't received the phone and they keep locking me out of my new purchased phone. I tried to buy a phone card and was told that I couldn't use my number. I had to contact ******** again just to purchased minutes to this number so I could use my purchased phone. When I contacted Safe link about my issues. THEY couldn't FIND MY Complaints. They could only find the file that wanted to terminate the contract nothing else was found. I had to contact the **** to find out what was going on. Safelink had removed everything from their files. FCC couldn't even find my lifeline application. I'm not sure what is going on with Safe link but I was under the care of 5 Drs and we couldn't conversate about my health that was deteriorating. I thought they were a **************** and they almost caused my death. Because They shut My phone off and I hadn't received a new one at the time and I had to purchase another phone. And now I'm with Assurance Wireless. Just waiting on my new Phone. Safelink Needs to be Investigated. What happened to MY records that they couldn't find any Communications. ??????

  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 10/12/2022, regarding BBB Case number ******** complaint.  
          
  ******************************* complaint states that she did not receive the replacement phone.
  
  ******************************* was contacted and as per checking on her account it is active and her enrollment in SafeLink program has been cancelled. In addition, there is an upgrade happened with ticket number **********, created on 11/17/2021. There is no replacement ticket created both old and new ESN.
  We spoke with her today, October 15, 2022, 9:43 AM EST at **********, she refused to be assisted and does not want to be contacted anymore since, she already had a new phone. No further actions needed. Thus, this case will be closed.
  
  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 1264644105.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing TracFone Wireless.
                                                                                                                                                                        
  Sincerely,
  
  Executive *********************

  Customer Answer

  Date: 10/17/2022

   
  Complaint: 18201698
  
  I am rejecting this response because: My complaint wasn't about the replacement phone it was about how they shut my phone off before receiving a replacement phone and I couldn't correspond with my Dr's about my upcoming surgery, medication changes and continued health problems. I was very sick and they put my health in jeopardy because they shut the phone off and refurbished it. They said that I couldn't have 2 phones. They wanted me to send them My purchased phone that I Paid over 100 dollars for and the were going to replace it with a 60 dollar phone. Why would I send them My purchased phone, especially when I didn't have another phone to use. I'm upset because THEY TURNED MY PHONE OFF AND DIDN'T LISTEN TO ME ABOUT ME NEEDING CONTINUOUS MEDICAL COMMUNICATION WITH MY DR'S. MY HEALTH WAS AT RISK AND I COULDN'T CALL 911. That's what MY Complaint IS ABOUT. I COULD have DIED at Home Without a PHONE. I Tried several times to Explain why I Needed a PHONE and THEY didn't CARE. If I had DIED WHAT???.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/10/2022

  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.

  SafeLink Wireless keeps sending me emails daily to use my phone. Which I use it at least once a month. When you call customer service representative they always have a excuse instead of fixing the problem.

  Business Response

  Date: 10/14/2022

  Dear *****************************:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated on October 10, 2022, regarding BBB case # ******** complaint.
  Your complaint states that Safelink Wireless keeps sending you emails daily to use your phone.  You stated that you use your phone at least once a month and when you call customer service they do not fix the problem.
  
  We checked your account and we found that your phone and service has been deactivated on 10/12/2022 because you requested.
  
  We have contacted you on 10/12/2022 to the phone number **********; you were educated on how to prevent deactivation of the service for non-usage, by simply making a phone call, send a text or use the mobile data at least once every 30 days.  You requested to be contacted by a supervisor and we tried to reach you again on 10/13/2022, however, you failed to response our call.  The same date we received your email response in which you stated that you discontinued the service for harassment.
   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 1264546556.  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: 10/17/2022

   
  Complaint: 18191716
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/09/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been having ongoing issues with SafeLink wireless with my state traclink phone and have reported ongoing complaints to the *** but they are still not resolved. Most recently, I had problems trying to get the right SIM card from SafeLink because they said that the carrier changed to ******* so I needed a new SIM card but the one they sent me did not fit. Then they sent me another one and when I put it in on Wednesday October 5th I found that it was not working properly and when I called SafeLink they seemed to get it to work after talking to four agents but then I realized I had a different phone number which I did not want or request and nor was I told that was going to happen. So I called and spoke to a ******* who said that he was going to put through the change for me to get my old phone number back and I would receive it back within 72 hours. That never happened so I called again today and was told that they would have to deactivate my account and then I should be able to get my phone number back. At this point, I do not trust SafeLink at all because I am getting all misinformation from different agents. This is unacceptable and when I ask to speak to a supervisor there is never one available. SafeLink should be reported as a fraud because they are not living up to their end of the contract. Also, every time I call I get agents who do not speak English and I have a very hard time understanding them. This also is unacceptable.I was told I would get my old phone number back but to date I'm still not able to and I want to know why. I'm getting all different Lame excuses, one different than the other and they should all be on the same page in this regard.

  Business Response

  Date: 10/14/2022

  Dear *************************: 
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 09, 2022, regarding BBB Case number ******** complaint.  
          
  Ms. ****** Mocial complaint states that she has been experiencing ongoing network issue with her SafeLink phone but they are still not resolved. She was replaced with a new *** card since its affected with the migration of network. In the process of updating the *** she noticed that her phone number is no longer the same. She is requesting to get her number back.
  
  We spoke with ************************* on October 13, 2022, 6:00 PM EST at **********. In the process of verifying the account and her device she refused to provide information and stated she has provided it already several times with the other representative. Informed her that for security purpose and to make sure that we are working on the correct device we need to verify her account. **************** refused and stated she is not going to provide any information and ended the call after.
  
  Upon review, **************** is enrolled with SafeLink lifeline and it got enrolled on August 06, 2014 with the plan that offers ***** FREE monthly minutes & unlimited texts with 4.5GB month of FREE data. However, the phone associated on her enrollment is no longer active in the system and no phone number attached on the account. Hence, why we need to verify the account and device to make sure we are working on the correct device.
  
  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 1264400839. 
  
  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: 10/19/2022

   
  Complaint: 18189775
  
  I am rejecting this response because: Safelink had not contacted me as they said they have. I have called them numerous times at the phone number and pin they provided but I cannot get through to anyone and get an error message.  Despite speaking to so many agents who I cannot really even understand because of the language barrier they refuse to connect me to a supervisor or get my issue straightened out.  When I put the new SIM card in to my phone, I did not know that I would no longer have my original phone number because no one told me so I have been making so many phone calls to try to get this issue resolved.  One of the agents, ******** told me the day I put the new SIM card in which I believe was October 5, 2022 that it could take up to 72 hours to get my number back but that never happened and then when I spoke to several other agents they keep telling me they have to deactivate my service and reactivate it but I am afraid to do so because Safelink is not a reliable company and sometimes I feel they are even fraudulent.  I really wanted to retrieve my phone number that I have had since the inception of my service but Safelink did really nothing to help me.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 11/03/2022

  I can't tell you how many complaints I have filed with the Attorney General of *******, the **** the *** and Safelink. I have been having ongoing issues with my lifeline service with SafeLink and all the problems have been caused by them. They insisted I had to get a ******* sim card and I got it and then they said they could change my phone number back to the original phone number and that's when all the problems started. I've been without any phone service for over a month and a half due to the issues I am experiencing with safelink. Now I finally got a new SIM card today and when I was putting it in the metal part broke and they're telling me that I'm not entitled to a new phone or they can't give me a new tray for the phone. This is unacceptable because I have had so many problems that they should make an exception.

  Business Response

  Date: 11/03/2022

  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. 
  
  We have processed a replacement device with warranty ticket number **********. Please allow 3 to 5 business days for delivery.
  
  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
  **********************

  Customer Answer

  Date: 11/04/2022

   
  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,
  
  *************************

  Customer Answer

  Date: 11/14/2022

  I am following up on my two prior Better Business Bureau complaints against SafeLink Wireless. I had gotten a call about a week or so ago after having so many ongoing issues and not having service stating that I will be receiving a new SafeLink phone; however, I have still not received the phone and when I called to check on it nobody can find any information under my account. So, here we go again. This company needs to be put out of business because they misrepresent and are incapable of handling their customers issues. Please find out the status of my phone that I was supposed to be receiving as it's been long overdue. I have provided an alternative phone number because I do not have service on my SafeLink phone but my SafeLink phone number should be ************.

  Customer Answer

  Date: 11/17/2022

  In my prior complaint, I had disputed that I still haven't received the phone as promised but in the meanwhile I did get the phone. However, yesterday, 11/16/22 I spent an inordinate amount of time trying to get someone to help me at SafeLink to put my phone number back in service which is ************ and also activate my phone service. I did set up the phone on my end and I am able to use the internet but I am not able to get any phone service other than making emergency calls. This is unacceptable as it has been almost 2 months since I have had any service under my lifeline program. The representatives keep on insisting that I have to identify myself and no matter how hard I try they say nothing is working. This is unacceptable. Also, I asked to speak to a supervisor and they said they were getting one and then all of a sudden they said, oh, our policy is that supervisors can't talk to our customers. This also needs to be investigated as I never heard such a bizarre statement like that where a supervisor can't intervene. I need my service to work and also am questioning as to what kind of so-called managers they have at SafeLink who after they keep you on the phone for so long then one of the representatives, who said his name was ****** promised that someone would call me back in 3O minutes, after which he had already tsken up at least 45 minutes of my time before telling me that. I never got the call back. I had called at least four more times and went through the same spiel where they had to follow their script and I had to repeatedly answer the same unending questions to identify myself but to no avail. They keep on stating that they can't verify who I am so they can't go any further. If I have no service, I cannot get a text, and for some reason the emails that they are sending me are not coming through, either in my inbox or spam, and all the phone numbers I provided that I had made from the phone they say are not valid. I'm beginning to think that something is not kosher with this company and it certainly needs to be looked into. I am a senior, 72 years old, and luckily I still have the capability to continue to register these complaints and also be able to set up my phone. However, I cannot give myself service. It also appears that they do not keep any record of my phone calls or all my answers to the questions that I already provided over and over again. This is a big waste of time for me. I am not getting paid to do a job that they are supposed to be doing and I have expended endless hours, energy and frustration in trying to get this issue resolved.

   

  Business Response

  Date: 11/17/2022

  Dear *************************,
  
  Your replacement device has been delivered successfully and now active with phone number ************ receiving your Safelink benefits.
  
  All the above information has been provided, so we will consider this matter closed.
  
  Thank you for choosing SafeLink Wireless.
  
                                                                                                                                                                 
  Sincerely,
  
  
  *************************
  Safelink Wireless
  **********************

  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 satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/07/2022

  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.

  I am the legal representative for my son. For the last three months in a row his lifeline service has been disconnected. It takes more than 10 calls and countless hours to get the problem resolved. Every time I call I need to be transferred and get disconnected. This past month my son moved and updated his information with the national verification system. They said that in order to continue with safelink that the address had to be updated on their system. I have called numerous times! I am told that I must speak to the enrollment department, but again, when transferring I get disconnected. I have even tried the call back service and get disconnected! My son has now lost his internet benefits with safelink because of this. This must be fixed by a person that understands the procedures.

  Business Response

  Date: 10/11/2022

  Dear, *****************************
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 10/07/2022, regarding BBB Case number ******** complaint.
  
  Your complaint states that you were experiencing difficulties while trying to update your sons Lifeline application with a new address.
  
  We have contacted you on 10/10/2022, and as you informed us a New Lifeline Application was created with a new address and the previous Enrollment has been cancelled in order to continue using the services.
  
  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 1264440650       .
  Based upon the foregoing, we will close this matter as a resolution was provided.
  Thank you for choosing Straight Talk Wireless.          
  

• Initial Complaint

  Date:10/07/2022

  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 was approved for lifeline and applied to Safelink for cell service 8-22-22 they started their own application on me which created a new application ID in the system. Since Aug 22, 2022 I have called Safelink repeatedly to resolve this and move on with service. The Reps have been the most disrespectful and rude individuals I have encounter in a very long time. They refuse to correct the issue which has hindered my cellular service. Safelink continued to place me on hold for extreme amounts of time and then hang up/ I have been told that I would have to speak to a specific department and I would call at the time I was told, only to find out that department doesn't exist. I am beyond disappointed and frustrated with this company, it's just not right. It is a simple task, either delete the existing account of mine or update YOUR records with my correct application ID. Lifeline only has 1 application and one application ID on me. My hope is to protect others from the negativity, name calling , and complete disrespect from Safelinks abuse. Application ID ************

  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 07, 2022, regarding BBB case # ******** complaint.
  Your complaint states that you have been having issues to correct the information for the Lifeline application.
  
  After further investigation, we were not able to accomplish your requests, as we will need to be in a call with you to perform the correct procedure.
  
  We have attempted to reach you multiple times e-mail ********************** on 10/10/2022, 10/11/2022, 10/12/2022, 10/14/2022 and 10/16/2022; however, we were unable to speak with you as you did not provide a contact number to do it.
  
  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 1264466844.
  
  Based upon the foregoing, we will close this matter unless we hear from you.
  
  Thank you for choosing Safelink Wireless.
  
  

  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 satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/05/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/1/22 I called SafeLink to add my benefits & they have not for months.ive been buying more data, & they say because I been buying data they don't have to give my benefits, I advised them they can't do that & I will file a complaint because I haven't received them in months.

  Business Response

  Date: 10/10/2022

  Dear ***********************,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 6, 2022 regarding BBB Case number ******** complaint.
  
  **************** complaint states that she was buying service and not able to receive her free benefits from Safelink for months.
  
  Upon review, we do not have the number subject to complaint so we tried to pull up information using her full name and e-mail, but found no accurate records. We looked up some information on her contact number and found out that there was a successful Port out of number last 10/6/2022.
  
  We spoke with **************, 10/7/2022 to the phone number **********. However, she immediately refused assistance, and stated that she does not want to be contacted by Safelink ever again so call got disconnected.
  
  In addition, before porting out **************** phone number, her free benefits from Safelink was successfully delivered every month.
  
  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 1264235107.
  
  Thank you for choosing Safelink Wireless.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:10/05/2022

  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.

  I have a government phone and every month I have to call to get the minutes I'm entitled to. Today I called on the 4th of October and spoke with a very rude and disrespectful person named ********. She could not answer the questions I asked so I asked her to speak with a Supervisor and she said No. Then put me on hold to deactivate my phone. I called back and no one will help me. I don't like the way this company treats and speaks to seniors.

  Business Response

  Date: 10/12/2022

  Dear *********************,
   
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 7, 2022, regarding BBB Case number ******** complaint.  
          
  ************** complaints states that he called every month to get his SafeLink minutes and his phone was deactivated.
   
  We spoke with ************ today, 10/12/2022, at **********. We were able to discuss to him the status of his SafeLink account that was cancelled, and he needs to re-enroll to reactivate his phone which he agreed upon and he will let his son do it online. Provide the link for him to process the re- application.
   
  Upon review, ************** SafeLink account was cancelled last 09/07/2022 due to duplicate phone number with another subscriber. 
   
  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 1264240890. 
   
  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:10/04/2022

  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.

  Continually having to spend hours and pay for minutes with Tracfone for my"free" service with Safelink Wireless. This morning it was "no phone service" and I need my phone for health reasons for my daughter. I missed getting a substitute teacher job because the phone was not working with my Tracfone minutes I paid for. Safelink has STILL as of October 4, 2022, not loaded my "free" minutes. I cannot take another day off work to deal with this glaring mismanagement. Also, I had to but a new phone because I was told this past July 2022 my iphone 7 wasn't 4G and after I bought this new ******* Tracfone on their list, nothing but problems. Please HELP! Thanks!

  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 04, 2022, regarding BBB case # ******** complaint.
  Your complaint states that you had to pay for minutes with Tracfone on 10/04/2022 to get service on your phone because Safelink did not load your free minutes.
  
  We checked your account, and we found the line and service active and connecting properly to our network.  We were able to see balance for voice, text and data as well as daily usage. 
  
  The Safelink benefit is currently active with new EID that you received from us, we created a missing EID ticket # ********** on 10/09/2022 to assign the benefit to your account, and on 10/13/2022 the benefit was already attached to your account. From now on you will continue receiving the free minutes every month.
  
  We have attempted to reach you multiple times via phone ********** and via email ********************** without success on 10/07/2022, 10/09/2022, 10/12/2022, 10/13/2022 and 10/16/2022, however, we were unable to speak with you and you have failed to respond to our calls and emails.
   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 1264240871.  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: 11/02/2022

   
  Complaint: 18165832
  

  --see attachment--

  I am NOT satisfied. I replied to every time they called so saying they didn't reach me was a lie. I did receive minutes as of October 13, 2022 but they de-enrolled me October 26, 2022! Another lie they told me today was that the Lifeline Program de-enrolled me. Lifeline told me they have nothing to do with that and I am qualified and have until 12/3/2022 to find a carrier.

  
  

  The real issue? The hyphen in my legal last name and the # symbol before the unit number in my address that the post office gave me, Due to the Tracfone and Safelink's programming, their system cannot seem to manually enter my LEGAL information. That's all it is. I need someone with the technical skills to enter my info as it is listed in the Lifeline Program so it "matches." How hard can that be?!? If they cannot do it I will need to find a carrier who will.

  
  

  I have attached what is in the Lifeline Program system proving what I have said.

  Full Legal Name: Address: ******** ************************************ ********************************************************************************** Application ID: ************
  

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

  Business Response

  Date: 11/22/2022

  Dear ****************************************,
  
  This is in response to the November 2, 2022, rebuttal to  Better Business Bureau complaint #********.  
  
  We apologize for any inconvenience with the SafeLink program. A check of the account confirms that the line is active and in use with Talk, Text, and Data. My system also confirms that the line ending in **** is enrolled in the Safelink program.
  
  If the issue is for another phone number, please provide the details.
  
  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:10/03/2022

  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.

  Safelink Wireless illegally De-Enrolled my *** benefit back about 9/19/2022 as it was stolen by some company called SURGEPHONE I have NEVER applied with or had any business with. After 4 days of phone calls to them , none of which were helpful and HOURS on the phone , they said their system had a "glitch" and De-Enrolled MANY people by mistake. To fix it tech support said I needed to close my account and make a new one. That was a BIG mistake , as doing so now shows me as not qualified for either Lifeline or *** which is not true. IO called and verified that both benefits are current for my # ************ My renewal date is not until 3/5/2023. They were to dumb or lazy or both to call the National Verifier LIKE I DID to PROVE my benefits still work. It is simply put , a problem with their customer website but they will not admit to this OR fix it. Many days have passed and NOBODY there will fix it. They are incompetent. SURGEPHONE stealing the *** is tied into this somehow , as that account shows a phony address and phone # that are not mine. Mt Lifeline and *** seem to be working right now but Safelink STILL is unable to get this SURGEPHONE thing off my account , or show MY proper benefits I am currently with on their website. I need the parent company Tracfone to step in and fix this but I keep getting calls/email from *********** from clueless idiots. I even filed a complaint with ******* Ethics which is the overall owner of all the services as they bought them in late 2021. I have also filed a report with FCC and they are no help either. *** people are no help either.Again , they are fully allowed to contact the National Verifier and *** like I did to confirm I am qualified and supposed to be receiving benefits , despite what their website says ever since the so-called by them GLITCH.The .png screenshot shows the account # *** and Lifeline says should be working , but the GLITCH by them will no longer allow me to sign-in with that enrollment number *********.

  Business Response

  Date: 10/10/2022

  Dear ***************************;
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 04, 2022, regarding BBB case # ******** complaint.

  
  Your complaint states that you have been having issues to re-apply for the *** benefits on your device.
  
  We have contacted you on 10/09/2022 to the phone number ************; and we were able to verify that the issue has been addressed properly, as per conversation with you, you verified us that you will wait the 30 days to re-apply to get benefits again.

  
  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 1264330435.   

  
  Thank you for choosing Safelink Wireless. 

  
  

  Customer Answer

  Date: 10/12/2022

   
  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,
  
  ***************************

   

  However , when I reapply after 30 days wait , I will not be satisfied it it does not allow me to do so.