Business Profile

Cell Phone Supplies

Safelink Wireless

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

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

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Submit a Complaint

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

Initial Complaint
Date:08/25/2022
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.
I ordered a phone from Safelink Wireless on 07/23/2022 as a replacement for my defective one. I was given a ticket number and told that I'd be sent a label to send the defective phone back. Once they receive the old phone, they said they'd ship me a new one. I received the label and mailed the phone back less than a week after 7/23. I called on 7/29 to check the status and was told my new phone was being prepared for shipment and to allow 3-5 business days. I called on 8/8 and there were no updates. After still not receiving the phone I called on 8/9/2022 to check the status since the allotted time had passed. I was told they had not received the old phone, the new one HAD NOT SHIPPED and I was given a SECOND ticket number. That was the THIRD LIE. I called again on 8/13. I was asked if I'd received a tracking number. I said no. The agent said I'd receive a phone but he didn't know when. The agent was ******, ID# ******. I called on 8/18. I was told the 2nd ticket was still open. I was transferred to the "corporate office" (although I was told I was being transferred to the warehouse. I'd hear this with every subsequent call. Another LIE) where the agent said she would submit a ticket to the warehouse to have my phone shipped for me to receive it in 3-5 business days. I called 7 TIMES on 8/24 because each time an agent attempted to transfer me to the warehouse/ corporate office, I got disconnected. When I finally got to an agent after being told by a customer service representative that I SHOULD HAVE GOTTEN MY NEW PHONE 1-3 BUSINESS DAYS, a corporate office rep gave me a 3rd ticket number, claimed she sent my info to the warehouse, and I should get my new phone in 3-5 business days. I just want and need my replacement phone. These people have lied to me for over a month! They do not value their customers and they care NOTHING about ethics! I just want my phone and a formal apology for all the unprofessional and unethical treatment I've received for over 30 days.
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 25, 2022, regarding BBB Case number ******** complaint.

************** complaint states that she did not receive her replacement phone.

Upon review on the replacement phone ticket number **********, our record shows that the replacement phone was delivered last Tuesday, August 30 at 3:48 P.M. at Front Door.

We attempted to contact ************** multiple times via call at **********; and e-mail *************************** on 8/30/2022, 8/31/2022, 9/01/2022, 9/02/2022, and on 09/05/2022. However, we failed to get hold of her, she was unable to respond to our calls and e-mails.

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

Please refer to e-mail reference number ******* or Ticket Number 1261820994.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:08/23/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
They took $30 and then they locked up my phone for a whole month. When I got a different phone they did the same thing, they were both lifeline phones
Business Response
Date: 09/01/2022
ear Mae *************************************** We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 23,2022 regarding BBB Case number ******** complaint.

Ms. ********************* complaint states that she is asking for a refund due to her phone is locked up for a month.

Since we did not able to reach her, prior to calling, we had to do the account investigation. Upon review, she mentioned on her complaint the word Locked up. This word has a dual meaning. Its either an idiomatic expression for unlocking the phone or she simply meant her phone is totally not working. We checked and verified the account through the previous call notes and investigations. The account is well provisioned on the carriers side. There was no indication that the phone was not working. It was more about the *** concerned. We checked her *** enrollment. It is active on our side, however, it is cancelled in vault system due to need of NLADs approval. This issue would have been clarified, if we had a chance to speak with ******************. It is therefore, very important that we need to go through a thorough investigation on her account by having a conversation with her. She must tell us which part in *** features (Data, Voice, and SMS) her phone is not working. We should have followed the basic troubleshooting process if that was unable issue or else we should have unlocked the phone if that was unlocking issue.

We attempted to contact ****************** on August 25,2022 at around 5:35 PM EST. The call was routed to voicemail. We left voicemail for her. We called her back again on the following day, August 26,2022 at around 8:08 PM EST but it was a voicemail. We continued the same process of calling her back on August 27,2022 at around 1:42 PM EST, however, the call was again routed to voicemail. We called her back for the fourth(4th) time on Monday, August 29,2022 at around 11:31 AM EST the call was routed to voicemail. Finally, today, August 31, 2022, we called her. She answered our call, however, she immediately dropped it. We called her thrice and she dropped us thrice on the same day.

Ms. ******** concerned was not properly addressed the way it should have done due to her unavailability and lack of cooperation to response with those calls. Until then, if necessary, we could give her refund.

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 numbers *******, *******, *******, and ******* or Ticket Number 1261891439

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


Sincerely,

Executive Resolution Department
Initial Complaint
Date:08/20/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I signed up and was approved for lifeline service on 8/14.i have been waiting for a SIM card to even be available to send. Safelink used to be great. I know this is ******* fault for moving everyone off **** and TMobile towers, and not making available enough of their own ****. I just want my sim do I can port my number before it's deactivated by assurance. 162 383 983 enrollment ID ********************* 11/26/1983
Customer Answer
Date: 08/24/2022
Problem resolved
Initial Complaint
Date:08/17/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This company has been absolutely the worst in terms of getting service and assitance. I was advised to pay 50 dollars for 40 gb of data and then 10 days later they state I never bought the data. I explained to multiple representatives that I had 23/40 gb of data left and there is no way I used all of them in 10 days especially when I'm using wifi for everything. I stated I can send them the credit card purchase, as well as the data usage on my phone, and they, stated they don't want to see it. I have never had so much disgust for a company.
Business Response
Date: 08/29/2022
Dear ***************************

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 17, 2022, regarding BBB case # ******** complaint.
Your complaint states that you are having issues to receive the correct amount of data on your phone after an upgrade.

We have contacted you on 08/29/2022 to the phone number ************; and we were able to confirm with you that you have already received the data on your phone and with this, the issue has been properly resolved.
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 1261494624.
Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing Safelink Wireless.
Initial Complaint
Date:08/17/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My phone was damaged about 2 months ago. Then I misplaced it. Safelink states they will replace the phone once. I called them to get a replacement and CS rep **** and CS rep ******* both said they could not replace it. My safelink number is ************. My name is *******************. I read Safelinks statement about replacement phones. They do not want to honor what they stated they would do in writing. The workers are located in *************** and they refused to transfer me to their supervisor. Please help me. My friends number where you can reach me is **********. Thank you
Business Response
Date: 08/22/2022
Dear *******************:

We have received and reviewed your Better business bureau complaint. This response is in reference to your correspondence dated Aug 17, 2022, regarding BBB Case number # ******** complaint.

Your complaint states about getting a replacement device, as it was damaged and misplaced.

We checked your account; we were able to find that the phone was deactivated and the replacement ticket ********** was cancelled, as you dont qualify for a free phone at the moment.

We have contacted you on 08/22/2022 via phone ************; we were able to confirm with you the information provided about our replacement procedures and unfortunately, device does not qualify to be replaced. You can apply for a SIM Card and bring your own phone to us so that we can transfer your number and benefits to it or check our promotions and purchase a new device to upgrade your benefits too.

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 reference Number **********.
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:08/15/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The haven't provided the service that they are being paid for. My data is continually shut off and under the plan I'm on I'm supposed to have unlimited data. They're customer service is horrible and I'm told a different lie each time I contact them. I'm also going to contact the fcc
Business Response
Date: 08/26/2022
Dear *************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 15, 2022, regarding BBB Case number ******** complaint.

Ms. ******** complaint states that he is experiencing data issue. His data is continually not working under his current plan.

We attempted to contact Mr. ******** multiple time via his phone number ********** and thru his e-mail ********************** on 8/17/2022, 8/18/2022, 8/19/2022, 8/22/2022 and 8/25/2022, however, we failed to speak with him. On 8/25/2022, he responded to one of our e-mails stating that his data is still not working properly and he can open web browser; however, it takes several minutes to search on the web.

Upon review, Mr. ******** ordered a free ******* SIM from a previous VoLTE Migration offer with reference ticket ********** on 6/15/2022; unfortunately, he fail to update the sim card. In addition, ****************** is currently in enrolled in our lifeline+ACP which benefits include Unlimited Talk, Text & ***************** 10GB Hotspot* & *********************** Calling**. Our record show the plan was successfully added. Hence, we need to speak with him in order for us to provide complete assistance and address his concern.

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

Please refer to ticket number 1261047173.

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:08/13/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been arguing with Safelink Wireless for almost 3 months. They are to be providing free unlimited cell phone service to families of low-income such as myself. They made me redo the application over 12 times and my cell phone does not work for me to contact my doctor's. The "free" service is a scam, and now they locked the phone, I payed for out right, so I can't switch service to a different company.
Business Response
Date: 08/26/2022
Dear *******************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 08/14/2022, regarding BBB Case number ******** complaint.

Your complaint states that youre having issue to unlock the phone to use in other company.
After further investigation, we found that your phone was not unlocked yet so, we started the processes tounlock it. The unlocking request has been processes. Please make sure that it has data connection or WIFI to receive the update required to complete the unlocking.
We have attempted to reach you multiple times via phone ********** and via email ************************* on 08/17/2022, 08/18/2022, 08/19/2022, 08/23/2022 and 08/26/2022 however, we were unable to speak with you and you 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 5021911or 1261049168.
Based upon the foregoing, we will close this matter as a resolution provided.
Thank you for choosing Safelink Wireless.
Initial Complaint
Date:08/11/2022
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 the day of 8/11/22 I called Safelink Wireless about an error they made giving me my monthly 25G data on my phone. I was transferred to 8 different operators in the matter of 3 hours trying to resolve the issue. I kept hearing each operator say they were sorry and they would transfer me to another operator. I used up almost all the minutes in my plan trying to get the issue resolved. I dont what kind of company Safelink Wireless is running but from the day of 8/11/22 I see its garbage and the operators are garbage. Im a US citizen and a Veteran and every operator I talked to wasnt. My issue still isnt resolved.
Business Response
Date: 08/17/2022
Dear *****,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 12, 2022, regarding BBB Case number ******** complaint.

Mr. ******* complaint states that he is having an issue with the amount of free monthly data provided on the month of August 2022. We checked the delivery history and usage information. We have confirmed that Mr. ***** consumed all the benefits.

Mr. ***** was contacted today, August 16, 2022, 3:17 PM EST at **********. We spoke with Mr. ***** and we were able to explain the benefits he received every month.

We also informed him the reason why the mobile data service stopped working. Mr. ***** understood and agreed that his account ran out of data balance. We offered him to buy an add on data plan, but Mr. ***** will wait until next delivery of the benefits.

If Mr. ***** should still require assistance, he 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 1260883537.

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: 08/17/2022

Complaint: 17706959

I am rejecting this response because I was contacted by SafeLink, however I did not agree to consuming all data because I know that's a lie. I explained to them it was an error but SafeLink refuse to agree to the error and want me to purchase a new phone plan which I refused. These message I just read from SafeLink is untrue

Sincerely,

***********************
Business Response
Date: 08/26/2022
Dear ***********************,

This is in response your rebuttal 08/19/2022 regarding your Better Business Bureau complaint.

Research indicates that device IMEI # *************** is provisioned with data. In order to better assist we will need to perform further troubleshooting.

We tried to reach you at ************ regarding this matter but were 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 *********** ext .1029

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
************************************************** 33178
Office : ***********************
******************************
Freda501107
Customer Answer
Date: 08/30/2022

Complaint: 17706959

I am rejecting this response because SafeLink said I consumed 25G in one week and that's absolutely not true. SafeLink refused to reimburse me for the Gigs that was removed from my phone.

Sincerely,

***********************
Initial Complaint
Date:08/11/2022
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.
The complaint is simple and should have never occurred. SafeLink Wireless failed to communicate with me rearding my service. Instead, they did not add my minutes or sms to my phone ************. Instead the disconnected me knowing full well that our country is in a STATE OF EMERGENCY DECLARATION1 This means that all utilities even phone provisions must be up and functioning to insure that citizens stay safe and protected and receive notifications. This was a dangerous action that compromised my well being and the well being of other family members who are elderly and only know the ************ number that got shut down without any notification from text, call nor email. This is neither fair nor humane. .
Business Response
Date: 08/23/2022
Dear ***********************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated Aug 11, 2022, regarding BBB Case number # ******** complaint.

Your complaint states about not being able to use your phone service, as your application was cancelled.

We checked your account; we were able to find that the phone was deactivated, as your service already expired and there is an application that was cancelled a few years ago.

We have attempted to reach you multiple times via phone ************ and email *********************** on 08/15/22, 08/17/22, 08/18/22, 08/19/22 and 08/22/22; however, we were unable to speak with you and you have failed to respond to our emails.

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

Please refer to email reference number ******* or Ticket Number 1260908194.
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: 08/23/2022

Complaint: 17705252

I AM REJECTING YOUR RESPONSE. FIRST, YOU ARE NOT TELLING THE TRUTH. i HAVE EVIDENCE OF 9 TIMES i E MAILED YOU. bUT HONESTLY, YOU AVOIDED ME BECAUSE YOU DID NOT WANT TO BE HELD ACCOUNTABLE FOR YOUR MISTAKE. WHY WAS MY APPLICATION CANCELLED. TELL ME WHY? NUMBER I YOU SIMPLY DISCONNECTED ME AND LIED. FIRST YOU HAD NEVER REACHED OUT TO ME AND INFORMED ME THAT MY BENEFITS HAD A CUT OFF DATE. I CHECKED MY EMAIL, THE U.S. MAIL, TEXT MESSAGES NOTHING. THAT IS INHUMANE AND WRONG. SECONDLY, YOU HAVE AVOIDED MY E MAILS AND ACT AS THOUGH I DO NOT EVEN MATTER. WHY? THIRDLY, I CAN AND STAY OB THE LINE A LONG TIME AND THEN YOU ******** TO ANOTHER UNPROFESSIONAL PERSON. ALL YOU NEED TO DO IS ADMIT YOUR MISTAKE AND PUT MY MINUTES ON MY PHONE WHERE I CAN ACTUALLY CALL IN ON MY OWN PHONE INSTEAD OF THE WORK PHONE. YOU OWE ME THAT MUCH. STOP TREATING PEOPLE LIKE ANIMALS AND MORE LIKE CIVILIZED INDIVIDUALS. I IS WRONG TO CUT A PERSON OFF WITHOUT ANY NOTIFICATION IN ADVANCE. AT LEAST A SNAKE WILL HISS BEFORE STRIKING, AND A LION WILL ROAR BEFORE ATTACKING ITS PREY SO WHY CAN'T YOU GIVE ADVANCE NOTIFICATION OF SHUTTING SOMEONES SERVICE OFF. YOU PUT THEM IN A DANGEROUS SITUATION. WHAT IF I HAD A DISTINCTIVE EMERGENCY. PLEASE CORRECT THIS.

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

*********************
Business Response
Date: 08/30/2022
***************** ******,

This is in response your rebuttal 08/23/2022 regarding your Better Business Bureau complaint.

We apologize for the inconvenience. In order quickly resolve this matter please feel free to reapply for safelink online at safelink.com.
We tried to reach you at ************** regarding this matter but were 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 *********** ext .1029

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
************************************************** 33178
Office : ***********************
******************************
Freda501107
Customer Answer
Date: 09/07/2022

Complaint: 17705252

I am rejecting this response because: First of all, my enrollment ws still active when this company illegally shut off the phone with no notification such as an email, text message, phone call or postal letter. This could have proven to be dangerous had an emergency situation occurred. The two times that I actually reached out here, they sent me aroubd in circles and did not even try to help me. Just lied. No it was wrong what they did to me and they need to fix it. You do not under any circumstances just cut people off for nothing. And certinly you did not give any prior notification at all. That is inhuman. Thirdly, if they want to speak to me thy would have done the human thing by first putting my minutes on so that they could call and speak to me. Then inform me that I need to re-enroll at a future date. Common sense resolve. The only resolve. Ask yourself then, can you just hold a person as a prisoner without facilitating the due process. Truth be told, you can not. S you can not just ****** someone's service off not knowing if they have an emergency or in a compromised circumstance in which a phone call could have protected them or not. No. So to make it right they need to restore my minutes owed to me from August and the first part of September so I can speak to them by phone. Until they do right, this is not RESOLVED. And yes you can publish this response. Proof they lied. How can they say they attempted to reach me by phone. BIG LIE YOU SHUT THE ***** OFF BY NOT RESTORING AND ACTIVATING THE MINUTES YOU OWED ME> DO RIGHT PLEASE! Thank You

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

*********************
Business Response
Date: 09/13/2022
***************** ******,

This is in response your rebuttal 09/07/2022 regarding your Better Business Bureau complaint.

Device IMEI # *************** is currently active.One month of service has been applied to the account. Please feel free to contact safelink for additional information about the application in order to keep the device active after 30 days.

We tried to reach you at ************** regarding this matter but were 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 *********** ext .1029

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 ************** *****, ** 33178
Office : ***********************
******************************
Freda501107
Initial Complaint
Date:08/11/2022
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.
They refuse to look at the national verifier and give me an obamaphone. i have filed over 4 times now.... i qualify..... and they keep running me in circles....
Business Response
Date: 09/01/2022
Dear ***********************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 11, 2022, regarding BBB Case number ******** complaint.

Mr. ******** states on his complaint that he is qualified but have not received an obamaphone.

Upon investigating, ***************** already had an existing Safelink account but the status is cancelled.

We attempted to contact ****************** multiple times via phone ************ and e-mail ********************* on August 15, 2022, August 16, 2022, August 25, 2022, August 26, 2022 and August 31, 2022. However, our call was unsuccessful and he failed to response to our 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 1260977418.

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: 09/01/2022

Complaint: 17703526

I am rejecting this response because: How exactly am I expected to answer a phone that was reported stolen and cancelled? I'll just ***** my a** up a miracle....

Sincerely,

***********************
Business Response
Date: 09/27/2022
Dear ***********************,

This is in response to the September 12, 2022, rebuttal to Better Business Bureau complaint number 17703526.

We apologize for any inconvenience with our service. Thank You for the information about the stolen phone.

Safelink provides ***************** the National Verifier confirms the eligibility, we are not able to provide service if the qualification fails, or is not approved. You will need to provide a method of contact if the issue has not been resolved.

In the previous response, we provided alternate methods of contacting us. You may want to uses another phone to contact us. For issues with the SafeLink service, you may be able to check the status or access the account online. For assistance with the Safelink application, a Safelink Supervisor, who can assist with the program, can be reached at ************************.

We have additional agents available to assist with 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 **********. 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.

************************** | Executive Resolution Specialist | TracFone Wireless, **** | ****************************************************** | ****************************** | *************** | Ext. 6142

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