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Business Profile

Cell Phone Supplies

Safelink Wireless

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cell Phone Supplies.

Complaints

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

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Safelink Wireless has 4 locations, listed below.

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    Customer Complaints Summary

    • 823 total complaints in the last 3 years.
    • 171 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

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

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/29/2022

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My 86yo mother was informed that her government provided cell phone would not longer work and that she needed to purchase a new phone with them to continue her free services. So she purchased a new phone with them, to continue service. (Note: not free if you need to make a purchase) but ok, whatever. She makes the purchase and I called to program the new phone for her.The agent was unable to complete the phones registration, escalated me to another department that would call back, we would do the same exact scripted protocol with the next agent, same resolve. None.I am not lying when I told you I did this 12 TWELVE times. 12 DIFFERENT representatives, none having any notes on the previous calls. Start the same process over and over and over again. Same end resolve. No working phone for my mother.Each and every call I asked to speak to a manger and would not be transferred.This company is extremely unprofessional and unequipped to handle this government program and should have their contract revoked. They do not have a system that allows their technicians to see past tech support calls so they can see what the other rep did. They do not have a manager to assist with more difficult issues? Again, highly incapable. To say I am beyond frustrated is an understatement. I worry for others, who don't have someone to assist them to have their issues resolved with this organization! Completely unprofessional and should not be in business. Especially with our government contracts.

      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 September 29, 2022, regarding BBB case # ******** complaint.
      Your complaint states that you have been having issues to transfer the benefits from the Lifeline Safelink Program to your new device.

      We have contacted you on 10/12/2022 to the phone number ************; and we were able to verify that the issue has been addressed properly, as you have already spoken with one of our agents and we created the ticket for phone replacement with the reference number **********, you will need to wait up to 10 days to receive the new device.
      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 1264000136. 
      Based upon the foregoing, we will close this matter unless we hear from you.  

      Thank you for choosing Safelink Wireless.          


    • Initial Complaint

      Date:09/29/2022

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Within March 2022, I completed an application on the SafeLink Wireless website and received the enrollment number. I was approved for Lifeline but the free phone never arrived and I never received email confirmation about my order until two months later on May 22, 2022. The email asked me to complete my SafeLink Wireless application after I'd already completed it! I applied for a SafeLink Lifeline phone again after this and wasn't able to complete the application because I was blocked from selecting the plan with a free phone! Currently, I've applied for a SafeLink **************** a third time, without a free phone on September 22, 2022. I've not received email confirmations about my new Lifeline account. I've called several times to request the new account number and the tracking number for the *** package that's delivering my SafeLink Wireless *** card. The foreign call centers never, or reluctantly ask for my enrollment number or don't have full access to my account to help me. My SafeLink Wireless application doesn't include a request for the free Lifeline phone because I believe it may never arrive! Therefore, I've requested only the *** card to use with the previous Lifeline phone. SafeLink Wireless is not protecting customers! A poor ******** citizen doesn't mean a stupid ******** citizen. My identity is being used to steal ******** benefits! This is especially damaging for me because I'm trying to start my own business! ***************** Lifeline program is controlled by foreigners! It's very difficult, or impossible to get managers or ************* call centers on the phone. I'll upload supporting documents after I'm in contact with the owner of SafeLink and the executive offices! I'm seeking $50,000 dollars for this crime against me by SafeLink Wireless employees.

      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 September 29, 2022, regarding BBB Case number ******** complaint.  
              
      ********************** complaint states that she kept applying for the LifeLine program but she never received the free phone nor free SIM card. She mentioned that she was approved for the LifeLine program in March 2022 but she never received an email confirmation nor a free phone. She tried applying for the program after she received an email asking her to complete her application on May 22, 2022. However, she was blocked from selecting a plan with a free phone. She tried again applying last September 22, 2022 selecting a free sim card and she still did not receive it. 

      Per our records, two (2) LifeLine applications were made under her name. One, is applied last April 18, 2022 but it was cancelled on June 2, 2022. Second is with ***, and it was applied on September 22, 2022. Gladly, it was enrolled on September 30, 2022 for the LifeLine program and October 3, 2022 for the *** Program.

      Upon review, the status of the shipment of the free SIM card shows its already in transit with tracking # ************************** via ****** However, there is no specific date for the arrival of the **** but it may take 7 to 10 business days to receive it. Starting from the date that she got enrolled in the program.

      We attempted to reach ******************** multiple times via phone number ************ and sent messages to her email address, ******************************** on 10/03/22, 10/04/22, 10/05/22, 10/06/22, 10/10/22; however, we were unsuccessful and she has failed to respond to our calls and emails.

      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 1263941970.

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

                                                                                                                                                                            
      Sincerely,


      Executive *********************
    • Initial Complaint

      Date:09/28/2022

      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.
      I applied and was approved for free government cell service through Safe Link Wireless. I was having problems getting a *** card that worked with their network. They have sent and charged my Discover card twice. They have provided THREE and none of them worked with their network. They sent me a free phone. I called to sent it up and was told the phone they sent won't work with their network. I have had no cell service for a few months. I went to the store and got a service card provided by STRAIGHT TALK. I then called Safe Link once my phone had service through Straight Talk. I then called Safe Link again and asked why I had no sevice. They for some reason asked for the *** Number from Straight Talk stupidly I gave it to them. They then cut off my new service from Straight talk that I had just purchased a few hours before. I had to purchase a new phone I called today several times and they tell me they have to send me a verification text to my phone. I then have to tell them the text won't come through because I have NO SERVICE! I tried to transfer to STRAIGHT TALK as they have the same program but I can't do it without the four digit pin that I NEVER set up because I don't have service! No one else can transfer my phone number without that unknown pin. They guy from Safe Link today tells me to go buy a service card from Wal-Mart and then I will have service. I want to transfer my number and everything to Straight Talk but, without the code that I NEVER set up they can't port in my number. I have spent over $ ****** to get my free phone service. This is the most expensive free service I have ever not had!

      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 September 29, 2022, regarding BBB Case number ******** complaint.   
              
      **************** complaint states that she doesnt have service with SafeLink Wireless on her area prompting her to switch service to StraighTalk. However, she cannot receive a PIN to verify her account.
       
      Upon review, **************** has an active enrollment with lifeline + ACP (Affordable Connectivity Program) since 7/27/2022 and currently receiving ***** FREE monthly minutes & unlimited texts with 4.5GB/month of FREE data. We also found usage for calls, SMS and data indicating that phone is in use.
       
      We attempted to reach **************** multiple times via phone ************ and e-mail ********************* on 10/3/2022, 10/4/2022, 10/5/2022, 10/6/2022 and 10/10/2022, but we were unsuccessful, she has failed to respond to our calls and emails.
       
      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 1263935848.
       
      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: 10/14/2022

       
      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:09/27/2022

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Have had an ****** phone" for a couple of years. It started rebooting at random. On Sep 21 a Safelink agent said it's the battery, and he'll send a replacement. Sep 25 received the Safelink package, but it was a charger instead of a battery. Called them 3 times on Sep 26. They acknowledged the error and transferred me to the ************** Each time I was disconnected. On my 4th call, they said they'd call me back instead of transferring me. They did not call. Called them today; they again acknowledged the wrong part was sent, but said there was an unspecified waiting period before they could send the correct part, and I should keep calling them. Reminded them that it was THEIR error, but the agent refused to ship the battery. It's also very difficult to understand them because nobody speaks English well. This is the worst customer service I've ever experienced. Am asking them to send the battery as they originally promised.

      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 October 3, 2022, regarding BBB Case number ******** complaint.  
              
      ********** complaint states that she did not receive the replacement phone.
       
      We attempted to contact ********** today October 11, 2022, 09:09 AM EST at **********, but we were routed to her voice mail and thus, leaving a voice mail message. Customer already received the charger, but she wanted to have a battery. However, we dont replace battery, instead it will be a phone. When we check the eligibility, customer is not eligible. For now, ********** will have to purchase a phone and we will help her do the upgrade.
       
      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 1263929660.
       
      Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Safelink Wireless.
       
                                                                                                                                                                            
      Sincerely,
       
       
    • Initial Complaint

      Date:09/26/2022

      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 have a CA lifeline account (phone number:************ and enrollment number#*********) using Safelink wireless service since 6/22/2022. My service was disconnected on 8/23/22, then I called the customer service to reactivate my service. The customer service assured me that it will auto-renew every month. But on 9/22/2022, the service was disconnected again. I had to call customer service again to reactivate my service. The customer service said that she set the auto-renew for every month. However, I checked the account status on my safelink app(picture attached). It states, Safelink benefits not enrolled. It seems the customer service still did not set it correctly.The another issues is that Safelink wireless service did offer tethering features (mobile hotspot). Safelink states the feature on their website, https://support.safelinkwireless.com/faqs/how-do-i-tether-my-phone-or-use-it-as-a-mobile-hotspot?device=general-android-phone). I was unable to turn on the hotspot on the phone. The customer service said they do not offer the feature. However, https://www.lifelinesupport.org/your-rights/ says that lifelines minimum requirement should have a hotspot-enabled device and hotspot feature.

      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 September 26, 2022, regarding BBB case # ******** complaint.
      Your complaint states that you have been having issues to receive the benefits from the Lifeline Program on your current device.

      We have contacted you on 10/11/2022 to the phone number ************; and the resolution provided was to help you with the re-enrollment on the Lifeline program, as we were able to complete a new application with the current information that you have. You will need to wait for the approval from the ********** Lifeline Administrator, which might take 2-3 weeks from now.
      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 1264343672. 
      Based upon the foregoing, we will close this matter unless we hear from you.  
      Thank you for choosing Safelink Wireless.          
    • Initial Complaint

      Date:09/26/2022

      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 father, *********************, is 89 years old, with dementia in SSI and SNAP GOVERMENT PROGRAMS, At the beginning of this year his service was interrupted as his phone didn't work with the new Safelink towers, (as a safelink representative stated at the time), but they also stated that as a result of the change, they did not have free phones available. Asked to check in 6 weeks. We did so, and asked to check back the following week. Finally, in April they have the phones, BUT the service was INTERRUPTED BECAUSE HE DID NOT USE THE ***** AND HAD TO WAIT 3 MONTHS TO RE-APPLY. What phone I asked, you didn't have any? After few calls we decided to wait. August 16, 3 months later apply with assurance wireless. they canceled the order without explanation. Re-apply 08/24 with a representative on the line (*****), as qualified on 08/25. in September 12 I called and they couldn't find the order, by that time we started to documented every call ( was found LATER) #*********. by the way, every call was about 2 hrs on the phone been transferred from **** to ****.. I spoke with ****, said that a new phone WAS NOT REQUESTED, ( WHICH IT WAS TOTALLY ABSURD, WHEN An specific TYPE of ***** WAS SELECTED WITH THE REPRESENTATIVE). So **** gave me a ticket # ********** for a new phone, an a pin #. **/** I received an email that the service will be interrupted for haven't been used. (at this point that is an insult). Called back 09/26 the representative said that HE DID NOT QUALIFIED FOR A NEW *****.. How come? I was soooo frustrated and mad, but still polite. The lady, after me requesting someone to explain what kind of company was refusing a service that the government gives to his elderly needed citizens, says she will transfer me to another "HIGHLY AUTHORITY" (?) department . AFTER 46 MINUTES WAS DESCONNECTED, JUST LIKE BEFORE, WITH NO EXPLANATION, NO ANSWERS AND THE WORST CUSTOMER SERVICE I'VE EVER SEEN. AND THE WORST PART IS THAT MY FATHER DOESNT HAVE A ***** ON HIM FOR AN EMERGENCY.

      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 09/26/2022, regarding BBB Case number ******** complaint.

      Your complaint states that you were having issues to use the phone due to the ******* migration.

      After further investigation, we found that your account is active and well provisioned with the correct service plan.
      We spoke with you on 10/08/2022 to the contact phone number ************ and we helped  you to transfer your number from the old device to the  new one, also we tested all the features  with you on  the line and they  are working.


      If you still require assistance, you can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM Est.
      Please refer to email reference number ******* or Ticket number 1263736995


      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,

      *********************
    • Initial Complaint

      Date:09/26/2022

      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.
      9/25/22 was the day SafeLink took $42. 90 off my card. Well i was putting minutes on my Straight Talk phone that i have had for 3months now with no problem until now when I was on the phone the representative told me after the money was took off an still no service on my phone that SafeLink was the one took it off so I called them and they said yes it showed up an it was took off an they were putting it back on my card. Well they did not

      Business Response

      Date: 10/06/2022

      Dear ***********************,

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

                 Mr. *********************** complaint states that on 9/25/22 was the day SafeLink took $42. 90 off his card. He was putting minutes on his Straight Talk phone that he had for 3 months now with no problem. When he was on the phone, the representative told him after the money was took off still no service on his phone that SafeLink was the one took it off, so he called and was informed that it will be charge back and it did not.

                 We attempted to call Mr. *********************** multiple times via phone numbers ********** and ********** then e-mail ********************* on these dates 9/28/22,9/29/22, 10/03/22, and 10/06/22.

                  We spoke with Mr. *********************** on September 30, 2022, to this number ********** at 2:27 PM EST as per our conversation the customer failed to confirm the last 4 digits of the credit card that was being charged. In the middle of the conversation the call got disconnected. Thus, we performed a call back at 2:52 PM EST and failed to reach the customer as our call was routed to a busy tone. We were unable to leave a voicemail message.

                   Our record shows that theres a transaction on 9/25/2022 with merchant reference number B2C2022092537307036 through IVR $35 Straight Talk $35 Unlimited / 30 Days Amount $42.97.

                   Upon review, the customers phone number is no longer attached to the original IMEI.

                   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 1263601045.

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

      Sincerely,

      Executive *********************
    • Initial Complaint

      Date:09/20/2022

      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 12th I used PayPal Xoom to purchase the $39.99 plan from SafeLink. I am already enrolled in the acp program so I have unlimited talk text and 40gb of data. They shorted me almost 15gb of data and instead of dealing with the horrible customer service and wasting hours and I mean hours on the phone I went ahead and was going to purchase the $40 plan just only for the data. I have been told several different things by several Representatives. One told me there's no record of anything being added to my account, another told me that there's is no $40 plan, another told me there were two different $40 plans and I chose the wrong one which was only 200 minutes for $40. Now it does not take a genius to question why I would not buy a 200 minutes plan for $40 when I already have unlimited talk and text. I just tried to do the chat feature thinking maybe I could get someone to listen and not hang up on me if I spelled it out for them. Well I was wrong again. They rudely told me to contact them by phone and left the chat Wich is the chat equivalent of hanging up. I have never been more disrespected by anyone in my life as I have the custemor service reps at SafeLink. I have been lied to, hung up on, passed off to the same reps over and over insulting my intelligence, and now I had to pay $40 for a free plan that I didn't even receive. I am low income obviously or I wouldn't of qualified for the program but I saved and scraped to purchase this plan and it is a devastating blow to burn on that money.

      Business Response

      Date: 09/27/2022

      Dear *********************************,

      We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 09/20/2022, regarding BBB Case number ******** complaint.

      Your complaint states that you purchased a plan that should provide 40GB of data; however, it only provided 200 minutes. You tried to fix the issue with multiple agents via phone and chat but none of them gave you a resolution of your concern.

      We have successfully spoke with you on 9/26/202, callback number ************ and you mentioned that you were contacted by one of our agents and your concern was address. You did not received the 40 GB but 25 only and it was enough for you until your free ACP plan is renew.

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

      Please refer to email reference number ******* or **********.

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

      Thank you for choosing Safelink Wireless.          

      Customer Answer

      Date: 09/28/2022

       
      Complaint: 18051643

      I am rejecting this response because:
      I am still being shorted 15 GB of data. The representative were the rudest most unprofessional and unhelpful company I have ever dealt with. They lied to me several times, hung up on me, kept transferring me and then refused to transfer me. They do not listen and are very rude. Not to mention I spent hours and hours on the phone with them on several occasions and never got a honest answer on what really happened to my money or my data. I'm insulted and scammed. 
      Sincerely,

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

      Business Response

      Date: 10/13/2022

      Dear *****************************,

      This is in response your rebuttal 10/05/2022 regarding your Better Business Bureau complaint.
       Research indicates that the appropriate data was added to the account. It also indicates that the account was throttled for using more that the data given. As a curtesy the account was unthrottled.
      We attempted to reach you at ************ but was unsuccessful.


      My hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
      Thank you for choosing Tracfone Wireless to service your cellular needs.
      For immediate assistance please dial **************

      ***************************
      Executive Resolution Specialist
      TracFone Wireless, Inc.
      9700 ************** *****, ** 33178
      Office : ***********************
      ******************************
      Freda501107
    • Initial Complaint

      Date:09/19/2022

      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.
      Safelink is horrible they all need to be retrained they dont have a clue of what they are doing I have also contacted the news because this needs to be addressed we are eligible for these phone and companies like yourself makes it hard and stressful I just want my phone and phone number before someone takes it

      Business Response

      Date: 09/26/2022

      Dear *********************,

      We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 19, 2022, regarding BBB Case number ******** complaint. 

      Ms. ****** complaint states that she was denied receiving a free phone and service even if she is eligible for it.

      We spoke with ************** on 9/26/2022,1:32 PM EST at ************. As per conversation, she confirmed that she already has lifeline service with another service provider.

      Upon review, ************** requested to cancel her lifeline enrollment with SafeLink Wireless on 3/1/2022 and the reason is transfer out. In addition, she also requested to cancel any pending application and it was successful.

      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 1263278440.

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

      Sincerely,

      Executive Resolution Department

    • Initial Complaint

      Date:09/16/2022

      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 told me I had to change phones because my old one wouldn't work on the new system. I received the new phone about 3 weeks ago and called them to transfer service. I was on the phone for about 1 1/2 weeks with no help. Everything they tried did not work to set up my new phone. They did succeed in shutting down my old one, though. After 12+ calls and hours on the phone and various customer service reps, I still kept getting "Server error. Try again later" messages and was never able to make/receive calls or texts. I tried to fix it myself online but was told my email address (which was verified every call to them I made) was somehow 'invalid'. Finally, I was told by 'higher tech' on 9/9 that I would be sent a mailer to return phone and then would get another new phone to replace the one that never was set up. Instead, I received a new phone yesterday and tried to set it up today. They had my correct email address and correct phone #. I gave them the correct PIN and then they asked what my dad's middle name was - I told them and was informed that it was 'incorrect....' They then tried to email me a code which didn't work (they sent several emails which I never received) and told me they were unable to verify my account (nevermind setting up the new phone). They told me to hang up and call back in 20 minutes. I said, "For what?" This is insane, highly unprofessional. I went back to the Safelink site to try it myself, entered my phone # and got the message: "The phone # you entered does not belong to this brand. Please verify your information and try again." It's the same one I've used to 10+ years so... ********** I did receive an email reminder from them to make sure I make a call at least once in 30 days or I'll lose my service... Please contact me via email. Thanks, *****

      Customer Answer

      Date: 09/20/2022

      After I filed Complaint ID: ******** to ********************, I saw that some complaint were solved online - so I tried it. She was trying to hook up the 2nd new phone they sent me but kept getting an error message. She told me that my Safelink service is active in the system. However, it it not connected to the Safelink Enrollment ID or my plan - "Your enrollment ID is not connected to the phone itself." The new phone was not activated in the system. "For this error, you will have to speak with the *************** for them to attach your enrollment ID to your current phone for it to have the plan and for us to (then) process the transfer." So, I guess they need to get my old phone up and running in order to transfer service to my (2nd) new phone. She scheduled a callback on my friend's phone.... but they never called me back. I hope the info here will help with a quick resolution.

      I need them to re-hookup my old flip phone so they can, then, transfer service to the new Orbic phone. ; If this can't be done, they can assign me a new phone with a NEW phone # - so it'll be useable right away. Also postage slip so I can return phones.

      Business Response

      Date: 09/27/2022

      Dear *************************, 
       
      We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 16, 2022, regarding BBB Case number ******** complaint.  
              
      Ms. ******** complaint states that she received a replacement phone about three weeks ago and contacted customer service to do an upgrade; however, it was unsuccessful. She tried to do it on the website but still with no success. 
       
      In reviewing, due to an activation failure, a replacement phone was processed to ****************** on 9/9/2022 with reference ticket ********** and it was delivered on 9/15/2022 with 1Z7X28F00275079684 via ********************* ****** On the other hand, ****************** is currently enrolled in our LifeLine program, which benefits include ***** FREE monthly minutes & unlimited texts with 4.5GB/month of FREE data. 
       
      We spoke with ****************** on 9/26/2022 via phone # **********. With her on the line, we process an upgrade from her old phone to the replacement phone with reference ticket **********. Moreover, a new number was provided to the customer, since we encountered an error on transferring her old phone # to the new phone with her consent. We successfully processed the transfer, we were able to confirmed that the phone is completely working. In addition, we successfully attached the Lifeline ID to the new phone and informed her that, her service will be automatically added on the phone moving forward. 
       
      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 1263267690.
       
      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: 09/28/2022

       
      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.This complaint has been resolved.   The second phone sent is now working and a new phone # was provided by Safelink.  Everything - texts and calling features - are now working properly.

      Sincerely,

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

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