Business Profile

Cell Phone Supplies

Safelink Wireless

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cell Phone Supplies.

Complaints

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

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:09/09/2022
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 phone service stopped working. It may be an eligibility issue where I need to provide new information. But they gave no warning; just shut off my service. When I would call in to support the automated system couldn't find my phone number; I have to spend 10 minutes each time trying to bypass it. After bypassing it the support people couldn't find my phone number/account either. First they would transfer me to the enrollment department and the connection would hang up. Then they said "call this number and it will put you through an automated system to fix the issue". I call the number and it goes dead right away. Then one of them was straight up trolling me. They would make me repeat long numbers 5x in a row, with the excuse that their system keeps erasing it. One told me my phone wasn't compatible with 4g (a lie); they would say they're sending an authentication email which I would never get.I tell them there's something wrong with their system because for months they've never been able to send me an auth email to gmail (I confirmed the correct email and I get other emails from them). I said they need to pass this on to their IT department since there's clearly major problems with their system (erasing info, not finding my number, not sending auth emails). They completely ignore it and repeat some irrelevant information. They avoid/ignore most of my questions & concerns, and simply repeat unrelated & irrelevant information. I also have a verification pin. The person lied and said they need more than that. They asked for the "most frequently dialed number in the past month". An absurd request. There's no way to sort call history by "most frequently dialed". They told me ridiculous things like "restart your PC/phone to get your email working" then call us back. Told me there's no supervisor to speak to. These people kept me on the phone for more than 2 hours and my phone still isn't working. I now have to try to switch to another lifeline provider.
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 09, 2022, regarding BBB case #******** complaint.
Your complaint states that you have been having issues to get the benefits from the Lifeline + ACP that Safelink provides.

After further investigation, we were able to validate that the phone is currently working properly and it is enrolled with the Lifeline + ACP benefits. It has usage for all features and you have verified through e-mail that the issue has been resolved.

We have attempted to reach you multiple times via phone to ************, and e-mail sent to ************************ on 09/19/2022, 09/21/2022, 09/22/2022, 09/23/2022 and 09/26/2022; however, we were unable to speak with you.

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 1263021428.

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

Thank you for choosing Safelink Wireless.

Customer Answer
Date: 09/27/2022

Complaint: 18006804

I am rejecting this response because:
My service not working was only one of numerous issues. Their response doesn't address any of the other issues.

Sincerely,

***************************
Business Response
Date: 10/11/2022
Dear ***************************,

This is in response to the 4, 2022, rebuttal to Better Business Bureau complaint # 18006804.

Thank You for contacting us again about this complaint. We appreciate the additional comments and apologize for any inconvenience that you may have encountered.

The automated system is checked regulary, and is working, as designed. If a number has been deactivated for a time, or is returned to the original carrier, which may explain why the numbert could not be located.

We apologize for the issues that caused the call tranfer to not connect..

To protect our customers, Authentication is required before an agent can provide account information. We have several criteria that are used as alternate authentication , if necessary.We have added additional items that should be able to be used for security verification. The authentication steps required are not negotiable, and are in place to protect our systems and our customer's information.

Thank you for the addition suggestions and feedback.

Thank you for choosing TracFone Wireless.

************************** | Executive Resolution Specialist | TracFone Wireless, **** | ****************************************************** | ****************************** | *************** | Ext. ****
Customer Answer
Date: 10/12/2022

Complaint: 18006804

I am rejecting this response because it doesn't honestly address or identify the problems and attempt to rectify them.

Sincerely,

***************************
Initial Complaint
Date:09/02/2022
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 keep calling trying to get my service switched they will not help me and transfer to a line that just hangs up been going thru this 4 months I need help
Business Response
Date: 09/19/2022
Dear *******************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated Sept 2, 2022, regarding BBB Case number # ******** complaint.

Your complaint states about getting assistance from us to switch your services.

After further investigation, we were able to find a ticket number with reference **********, indicating that the transfer process of your SIM Card due to a migration process was already completed.

We have attempted to reach you multiple times via phone ************ and ************, also by email ********************* on 09/09/22, 09/10/22, 09/12/22, 09/13/22 and 09/18/22 without success; however, you replied to one of our emails on 09/10/22 and 09/12/22 providing an alternate line and timeframe for us to reach you and address your complaint accordingly, but we were unable to speak with you and you have failed to respond to our emails.

If you still require assistance, you can contact ************** 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 1262424153.
Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing Safelink Wireless.

Sincerely,

Tracfone Wireless ****
Initial Complaint
Date:09/01/2022
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.
In May 2012 I enrolled in the safelink wireless where I received a government issued cell phone along with the device and ***** monthly minutes. I've had the phone now for 10 years and as of recent the device no longer turns on and does not charge. I contacted safelink wireless customer service today September 1, 2022 to rectify the issue, but all I experienced was rude and disrespectful behaviors from the customer service representative. When I initially called I spoke to a gentleman who told me he could not help me and in an attempt to transfer me to the appropriate representative, he ended the call. The second attempt, I spoke with a different gentleman who refused to allow me to speak to a supervisor. I asked to speak with a supervisor after the second representative told me he was not going to send a replacement phone without reason. I asked twice to speak to a supervisor and while I was asking a third time the gentleman ended the call abruptly. I called back a third time and spoke with a ******** who would not provide me with the rep who hung up on me, instead she transferred me to supervisor **********. ********** proceeded to take me through the security process to verify the account. I provided four numbers I frequently call and the system did no recognize that. I successfully provided my enrollment ID. ********** then stated since there was no email address and the system did not recognize my frequently call numbers there was nothing she could do. I asked to elevate this matter above her and she responded by saying basically the buck stops with her and there was no one to transfer the call to. ***************** I thought, was suppose to include rectifying presenting problems with a satisfied outcome. This was not the case with my interaction with Safelink Wireless customer service representative.
Business Response
Date: 09/19/2022
Dear *************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 02, 2022, regarding BBB case # ******** complaint.
Your complaint states that you have been unable to get your phone replaced because of the account validation challenge.

We were unable to find records of your account by using your contact number, name, address or email. We need to talk with you to get your account information and to be able to assist you with the replacement phone process.

We have attempted to reach you multiple times via phone ********** and via email ******************* without success on 09/11/2022, 09/12/2022, 09/14/2022, 09/15/2022 and 09/18/2022, 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 1262537081. Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Safelink Wireless.

Sincerely,

Tracfone Wireless ****
Initial Complaint
Date:08/30/2022
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 beyond frustrated with safe link. Today is August 30, 2022. 10 days ago I was no longer able to make calls or receive calls on my cell phone. I contacted safe link and they told me I needed a new ******* Sim card for phone calls and that it should arrive within 1 to 2 business days. I never received it. *** made countless phone calls since and kept getting disconnected after waiting for 34 minutes on hold. I tried the automated the same thing happened. I tried the text support and no one could give me clear information. I was given an order number and finally someone explained the Sim card should arrive today Tuesday, August 30. It didnt. I went through five more phone calls and online chat to get absolutely nowhere except more disconnections and no answers. In the meantime I am without a phoneI dont know where I stand. I dont think Ive ever come across worst customer service ever. Do I have safe link or do I not? Am I getting a Sim card or am I not?
Business Response
Date: 09/16/2022
Dear ****************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 8/31/2022, regarding BBB Case number ******** complaint.

Ms. ********* complaint states that her phone is not able to make and receive phone calls. She contacted us and we generated a ticket for free simcard since she is affected with the migration.

Upon review, the account is active and there is a migration flash. We also found out that there was a reference number for the new simcard that the customer should receive. Reference number **********. On the other hand, we track the shipment of the simcard using the tracking number 1ZY902R60212726710 and it show that the simcard is returned to **********, ** ** and received by ********************* last 8/30/2022 because the address is incomplete. We generated an escalation case with reference number ********** to reinstate the free simcard offer on the website. We verified that the free simcard offer is already available on the website. Her Lifeline enrollment on the other hand, is enrolled since 2/25/2019 with a service plan of ***** FREE monthly minutes & unlimited texts with 4.5GB/month of FREE data.

We attempted to reach ******************** multiple times via phone *********** and e-mail ********************* on 9/9/2022, 9/10/2022, 9/12/2022, 9/13/2022 and 9/16/ 2022; however, we were unable to speak with her. She responded to our e-mail with reference number 5031019.

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 1262411714

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: 09/19/2022

Complaint: 17802621

I am rejecting this response because:
I have returned each of the 3 phone calls/Emails from Safelink, still with NO RESOLVE. Safelink claims they regenerated another order for a *** card. I spent over 2 MORE hours, cumulative, with representatives who claims they had the wrong address. This one call alone was 58 minutes for them to resubmit for a *** card and get my correct information which was given several times previously. I was told up to 72 hours for delivery. This was 6 days ago, 9/13/22 and still no *** card! I called again, yesterday, 9/18/22. The agent told me it was, AGAIN, returned due to wrong address!!! When I ask them to confirm my address on file, I am told they are UNABLE to do so. Is this a joke? Again, i gave all my contact info. I continue to get ****** text messages stating I haven't yet installed my ne *** card. Really?! As stated in my original filed complaint, my service was cut off without notice because Safelink states I must have the new ******* *** card. Although I temporarily regained service, they claim I will lose it again without the new ***. Safelink, can you PLEASE just send me the *** card required for my service?! Here is my address for the 6th time (no more excuses!):

***************************
39 ***************.
***************, ** 10992
************

Sincerely,

***************************
Business Response
Date: 10/06/2022
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.
******************************* based on the information provided we will send you a sim card overnight via ***** concerning account phone number ************.
Your ***** tracking number is **** **** **** delivery for Friday October 7, 2022. ******************************* please provide me with an update once received via email to **********************.
My hours of operation are Monday through Friday from 9:00 am to 6:00 pm EST.
Thank you for choosing SafeLink Wireless

Sincerely,

*************************
Safelink Wireless, Inc.
BBB Specialist
Initial Complaint
Date:08/30/2022
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.
Ordered a new phone and they took the money out of my daughters bank account and have proof they took the money now they are saying they dont have a order at all.
Business Response
Date: 09/12/2022
Dear *****************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 8/30/2022, regarding BBB Case number ******** complaint.

Ms. ******* complaint stated that she ordered a new phone and took money of his daughters account, but they are saying that order cannot seen to the system.

We spoke to ****** today September 12, 2022 11:11 AM EST at **********. As per conversation she already got the device and it is now activated.

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 kana ******* or Ticket Number 1262390391.

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

Sincerely
Executive *********************
Initial Complaint
Date:08/30/2022
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 qualified for Lifeline and Safelink benefits last April 2022. Yesterday, I lost the only phone service I had because my account was suspended without warning. I live alone with health issues and cannot call anyone as their support systems require me to have another phone which is not allowed on the program. My Safelink phone was deactivated for no reason because my low-income is still at poverty level. I also made more than one phone call per month that is required. Why did my Lifeline website indicate that my applications will expire in 3 months? It is advertised as a yearly renewal program with pre warnings. My application was suspended for no reason after 3w months without a warning. HELP!
Business Response
Date: 09/12/2022
Dear ***************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 30,2022, regarding BBB Case number ******** complaint.

Ms. ******** complaint states that she is was qualified for Lifeline and SafeLink benefits last April 2022. She lost the only phone service she had because her account was suspended without warning. Her SafeLink phone was deactivated for no reason. She also made more than one call per month that is required. She questions why did her Lifeline website indicate that her application will expire in 3 months. It is advertised as a yearly renewal program with pre warnings. Her application was suspended with no reason.

Upon review, old LID number was attached on the account and was rejected from NLAD. Thus, we assigned the new LID number for her to receive the monthly benefit. It shows on the account she paid for unlimited plan this month.

We attempted to contact ****************** multiple times via call at **********; and e-mail ********************* on September 09,2022 and September 11,2022.However, we failed to get hold of her, she was unable to respond to our calls and e-mails. We receive
a callback from her, September 11, 2022 at 01:37 PM EST.

We inform ****************** that the new LID was updated successfully, she will start receiving the benefits once the unlimited plan she currently had expires and she will expect to receive her benefits every 1st week of the month.

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 1262544364.

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:08/30/2022
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.
Phone doesn't work & Safelink keeps promising to send box & return label so that she can return the phone. Several calls have been made to Safelink and 126-114-5608 is the ticket number assigned by Safelink for this issue. The entity is supposed to send return label and box to customer but to date as failed to do so. Customer is also eligible for a replacement device.
Business Response
Date: 09/14/2022
Dear *******************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 30,2022 regarding BBB Case number ******** complaints.

******************************* complaint states that she needs a phone replacement and return label.

Since we failed to reach *******************************, we had to do a prior investigation on her account. Upon review, Ms. ********* defective phone is not yet returned in the warehouse. The phone is still active. We checked and verified through ****** General that his old phone shows no record of return. However, the previous representative who worked with Ms. ********* account updated the requested part number and sent her a new phone. The new phone just arrived last September 10, 2022 at around 8:16PM EST at her front Door. Thus, talking to ******************** is very important. We have to verify from her, if she already received the return label.

We started to contact *********************************** via phone # ********** on September 7,2022 at around 7:27 PM EST. The call was routed to voicemail. We called her back again on September 8,2022 at around 7:51 PM EST. The call was routed to a busy tone. We called her back for the third time on September 9,2022 at around 7:29 PM EST. The call was routed to the same busy tone. We tried to communicate her last September 10,2022 at around 2:20 PM EST and she did not answer our call. Now, today, September 13, 2022 at around 9:46 AM EST. The call was routed to voicemail.

Moreover, since we did not reach her, we sent her emails through her email address ******************* on the same aforementioned dates and time.

**************************** concerned was properly addressed the way it should be. However, it was unsuccessfully tagged as unresolved due to unable to reach her after multiple attempts of calling back. If we reached ******************** we should have informed her that we need to send her a physical air bill as an option for email air bill.

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 *******, *******, *******, *******, and ******* or Ticket Number 1262656042.

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: 10/20/2022

Complaint: 17797818

---see consumer response attached--

Sincerely,

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

This is in response to the , 2022, rebuttal to Better Business Bureau complaint 17797818.

Thank you for contacting us about the issues with the exchange.

A check of the system indicates that you were offered a new number due to failed authentication, and that the account was associated with Safelink. We replaced the phone despite it was not eligible for a free exchange. Please refer to the 1 year Limited Warranty that Safelink provides.

My system shows that Safelink service is not active, but you may be eligible for the service. Please reapply then, once you are approved, the services can be added to the replacement phone that was received. Authentication may be required to retrieve the previous number, or a new number may be issued.

For inquiries and enrollment issues with the SafeLink account, please contact one of our agents at *********************** to speak to an agent for assistance. The agent will need to Authenticate the account prior to taking any actions.

If further assistance is needed with this complaint; 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:08/30/2022
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.
In September 2021 I applied to safe link wireless because they had free service for single parents and people going through hard times I got excepted and they promised service till 2023 of September. Everything was fine until ******* and safelink merged and my phone stopped working they sent me a Sim card in the mail which did not work with my phone. I called up over 20 times maybe even 30 times and sat on hold for three hours probably half of those times which they would always transfer me to the fraud department and then hang up on me and I had to call back and go through it all over again I finally found the complaint with FCC and they called me back and told me that since this is going on so long my service will be cut at the beginning of the month on September 1 because I havent made a phone call with a phone that doesnt work because of them I told them that thats not the right thing to do because this is not my fault this is because of your merger they told me theres nothing they could do and they hope that I apply so I could be part of the safe link wireless family I said I already am a part of that family. So now my contract is cut with them on their terms and they basically dicked me around For two months just so they could cut my service. I think they need to go by the contract that they made me sign. This is just another case of a big business taking over and the people that depend on that service they just threw to the wolves. Theres not a way to do business and theres not a way to treat people and this is disgusting in my thought. I cant believe this is happening and this is not how you treat people is basically what it comes down to a very disgusted and they need to honor their contract and they need to give me a phone and Sim card that compatible like they did in the first place so I can have service.
Business Response
Date: 09/08/2022
Dear ***************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 30, 2022, regarding BBB Case number ******** complaint.

Mr. ********* complaint states that his phone service has stop working after changing the sim to a ******* sim card. He stated he has been transferred multiple times just to ask assistance in making the phone work. ******************** has been informed that his lifeline enrollment may be cancelled since he was not able to make or receive phone calls.

We spoke with ******************** on September 7, 2022, 8:08 PM EST at **********. ******************** has stated and confirmed that his phone is now working.

Upon review, the phone IMEI he provided is currently out of service and the phone number he is calling about is no longer associated on his account. We tried to informed ******************** about this and asked for further information about the phone but he refused to provide any information saying that the phone is now working so no need to check it.

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 1262323611.

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:08/27/2022
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.
my application was approved when i looked on the application i put the wrong address. I have been trying for 6 days to get my address changed so my information does not go to the wrong place. no one can help me. i even asked to speak to a supervisor and they hung up on me. I am mentally challenged my dad has been trying to help me please help thank you
Business Response
Date: 09/06/2022
Dear ***************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 27,2022, regarding BBB Case number ******** complaint.

******************************* complaint states that he was approved when he looked on the application he put the wrong address. He tried for 6 days to get his address changed so the information does not go to the wrong place. He even asked to speak to a supervisor and they hunged up on him. He has a mentally challenge and needs our help.

******************************* complaint was properly addressed and resolved because of his detailed case information and with the cooperation of his father ****************** which we spoke with Mr. ********* father today, September 3, 2022, 5:53 PM EST at **********, as per our conversation he confirmed the right address.

Upon review it shows that the address has been updated successfully and ******************** is currently enrolled in the SafeLink Lifeline since August 22, 2022 plus Affordable Connectivity Program since August 31, 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 Ticket Number 1262098229.

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:08/25/2022
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.
switch service to safelink life line the representative activated without using old phone number told me to get info from assurance wireless and they could give me my old phone number did that and when they deactivated and reactivated to use my old phone number all my benefits disappeared for the month have surgery coming up i have to cancel no way for hospital to contact me what time i need to be in.here is a picture for proof lost all my lifeline benefits for at least a month i never got to use
Business Response
Date: 09/19/2022
Dear ***************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 25, 2022, regarding BBB Case number ******** complaint.

Mr. ******** complaint states that his lifeline benefits disappeared after changing his new phone number to his old phone number, which is from Assurance Wireless.

Upon review, his phone was successfully activated with his old phone number, but his enrollment ID was not attached to the account.Moreover, we checked his enrollment ID and verified that the status is Qualified.

We have spoken to *************************** on August 31, 2022, and as per our conversation, we found out that his enrollment ID was not attached on his account. Thus, we created a ticket to update his account with reference number ********** and a callback was being scheduled.

We received his call on September 13, 2022. Upon review, the status of the enrollment ID is already enrolled however, it is still not attached to his account. Thus, we informed him that were still updating his account and we will just call him back once it is completed.

We attempted to reach *************************** today, September 19,2022 via phone ************ and ************, but we were unsuccessful. We were routed to voice mail then left a voice mail message. We also attempted to reach him via e-mail ************************** but he has failed to respond.

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 1261811845.

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: 09/20/2022

Complaint: 17768183

I am rejecting this response because: they had me wasting my time for a month.they did the process of activating wrong never added time cost for me no cancer test had to cancel they just should have told me i wasn't getting service for a month eid number is a lie.i got minutes on this phone because next month of service kicked in.

Sincerely,

***************************
Business Response
Date: 09/28/2022
Dear ***************************,

This is in response to the September 20, 2022, rebuttal to Better Business Bureau complaint number 17768183.

Thank You for the additional comments and feedback. We hope you are feeling better. A check of the account confirms that the service is added and the account is active and in use

Also this enrollment ID was is now attached to the account.

If you need further assistance, agents are available to assist with all aspects of this 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 1261811845.

Thank you for choosing SafeLink Wireless.

************************** | Executive Resolution Specialist | TracFone Wireless, **** | ****************************************************** | ****************************** | *************** | Ext. ****

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

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

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

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

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

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Safelink Wireless is NOT a BBB Accredited Business.