Business Profile

Cell Phone Supplies

Safelink Wireless

Headquarters

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Complaints

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

Customer Complaints Summary

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:08/10/2022
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.
August 9th 2022, I discovered that the *** card sent to me by Safelink was not compatible for my BYOD phone however when I enrolled I was not asked for the proper info to know whether their *** card was compatible with my device. I qualify for a "free phone" yet Safelink would not enroll me for the free phone since I enrolled and applied once, however I am entitled and qualify for it? This seems unfair. How was I to know this when I applied? I want to leave TAG Mobile for Safelink but now this?
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 10, 2022, regarding BBB case #******** complaint.
Your complaint states that you have been having issues to receive the service from the Lifeline benefits and the free phone that comes with the program.

We were able to validate on our system that the *** card that you received for replacement is the correct one and should be working properly on your area. For further analysis, we need to be in a call with you to follow troubleshooting steps and get to a resolution.

We have attempted to reach you multiple times via phone to ************ and ************, and e-mail sent to ******************* on 08/17/2022, 08/21/2022, 08/22/2022, 08/24/2022 and 08/25/2022; however, we were unable to speak with you and you have failed to respond to our e-mails.

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

Please refer to e-mail reference with ********************** and Ticket Number **********.
Customer Answer
Date: 08/29/2022

Complaint: 17700665

I am rejecting this response because: The response provided here at BBB does not answer the complaint that states I was unable to receive a "free phone" despite the fact Safelink's SIM card was not compatible with my own device thru ********************'s BYOD program. My phone could not be checked at initial enrollment as checking was not available (as most services offer). As I asked for the free phone because of this. I was not allowed to have the free phone and could not "re-enroll". What common sense does this offer someone who needs service thru lifeline? I received calls from Safelink from 4 people who's english I could not comprehend? Every time I have called I get reps who cannot perform or speak proper english.
Sincerely,

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

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 10, 2022, regarding BBB case #******** complaint.

Your complaint states that you have been having issues to receive the service from the Lifeline benefits and the free phone that comes with the program.

********************************* based on the information provided we will need to verify account information. You may contact me directly 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
Customer Answer
Date: 09/09/2022

Complaint: 17700665

I am rejecting this response because: I did not receive an adequate response at BBB and if I should care to call the said business they will merely quote the same response to the problem. I feel this is unfair treatment to a customer who is qualified for ACP. I was given no information regarding awareness my cellphone wouldn't be compatible with Safelink's SIM card at enrollment. There is perhaps a reason for not allowing me to know this however it has not been explained properly and as I see it, they have no way to make sense of it only to make things difficult for the customer who attempted to do things correctly and therefore Safelink makes money from me to buy THEIR phone. After all, who has time to wait for a cellphone and service when it is absolutely necessary for an emergency. And they call it "Lifeline"? James
Sincerely,

*****************************
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 10, 2022, regarding BBB case #******** complaint.

Your complaint states that you have been having issues to receive the service from the Lifeline benefits and the free phone that comes with the program.

********************************* based on the information provided we will need to verify account information. You may contact me directly 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
Customer Answer
Date: 09/19/2022
Hello, I had already submitted my IMEI number from my phone *** LM-X410ASR) to Safelink and I was told that my phone was not compatible with Safelink's ACP program's SIM card even tho this should have been discovered at initial enrollment. I asked for a "free phone" since I qualified, they would not offer it. Their excuse was "I was already enrolled". ??? If this does not make sense, thats how I felt since I qualified already. Their remedy was for me to purchase a NEW phone from them to obtain ACP service. I finally chose an ******* TCL 30 Z from Safelink/ Tracphone (both work together) for 85$ to obtain ACP service. Against my better word, they shipped it *** and it was sent to the WRONG ADDRESS. I've been told twice that I was receiving a refund for the ******* TCL 30 Z of which my bank has made it abundantly clear...NO SUCH REFUND. My bank is now involved investigating the matter. Safelink has been nothing but trouble yet where else can I go? This complaint has now turned into TWO more complaints. I am disappointed with Safelink and feel I have been treated like BAD. ********************************
Business Response
Date: 09/20/2022
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.

********************************* many attempts have been made but unsuccessful in reaching you.

Your complaint states that you have been having issues to receive the service from the Lifeline benefits and the free phone that comes with the program.

********************************* based on the information provided we will need the order number and your return tracking number if the order was returned for your request of a refund.

********************************* what is the best contact phone number where you can be reached to and time?

You may also contact me directly 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
Customer Answer
Date: 09/20/2022

Complaint: 17700665

I am rejecting this response because: The said company "Safelink/ Tracphone" have all the information necessary to look into this and have been given it repeatedly. "They haven't been able to contact me?" This is because I am completely exhausted on the matter and my current "lifeline" has limited minutes that I do not care to waste further. I NEVER get any person at Safelink/ Tracphone who speaks proper english and I suspect they're using "illegal aliens" to perform the lousy work. I spent almost 5 hours on Sept 13th 2022 and more hours during the same week trying to resolve the matter re: refund and have only rec'vd LIES from Safelink/ Tracphone which is why ***** Fargo will be investigating the matter. The worst thing is someone having your money and having the power to lie and abuse you till your begging for your money. This is probably because they want to keep it. I resent Safelink/ Tracphone for treating me like this. I feel cornered to use Safelink/ Tracphone because they are a popular "lifeline service" and I have no idea what I'm going to do? I prefer NOT to use Safelink/ Tracphone, these people abuse.
Sincerely,

*****************************
Customer Answer
Date: 09/20/2022
All information was submitted the 7th or 8th time to Safelink/ Tracphone and to **********************.
I see the 'refund" for the purchased phone, lost by *** was finally refunded. The original issues remain regarding "Free phone", my enrollment and whether I care to continue with Safelink/Tracphone however I am looking for a better "lifeline" provider as I am checking reviews regarding Safelink/ Tracphone's treatment to customers.
It's possible that employees hired by Safelink/ Tracphone are not well informed because of their english speaking disabilities and practices from their homeland in our country here as "illegal aliens". This affects the trust of Safelinks/ Tracphone users as they depend on proper service.
********************************
Business Response
Date: 09/28/2022
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.
********************************* many attempts have been made but unsuccessful in reaching you.
********************************* based on the information provided we will need to verify account information.
********************************* what will be the best contact phone number where you can be reached to and time?
You may contact me directly 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
Customer Answer
Date: 09/30/2022

Complaint: 17700665

I am rejecting this response because: Safelink/ Tracphone has been contacted by me at the email they have provided. In fact I have contacted them several times by email with typical replies from them that are robotic with letterhead. Safelink/ Tracphone is clearly aware of the issue as I have made it clear and have given them all information by email that they need to seek improvement in the matter. What could I give them now? I am looking for a better service for Lifeline needs.
-As I qualified for Lifeline/ ACP, my own phone wasn't compatible with their SIM card. This is when I asked for a "free phone" and they said I didn't qualify for it because I had already enrolled? This makes no sense to me? Then I was pitched to buy one of their own phones. I finally decided to since I didn't want to be pushed around further
-As my new phone was delivered by a stoned *** delivery person to the wrong address somewhere in ****** ** and sent back to Safelink/ Tracphone, I spent 6-7 hours of my time with Safelink/ Tracphone trying to get my money back as TWO Safelink/ Tracphone reps claimed they processed my refund, they did NOT. My bank got involved and made an investigation (***** Fargo) and I now have my money refunded.
There is not much more to say. I gave all complete information to Safelink/ Tracphone and my ***** *********** If not for my bank, I may not had ever gotten my money back?
Safelink/ Tracphone has their own issues to figure out like "customer service" and having employee reps who speak proper english and comprehend and to speak NO LIES. I hope that I do not have to deal with Safelink/ Tracphone again. I still haven't been told how to create an account? My questions can be answered by email and yet have NOT. I have no more time to waste on the phone talking to these people. I'm grateful I got my money back.
Sincerely,

*****************************
Initial Complaint
Date:08/09/2022
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.
Three months ago I received a new "free" phone from Safelink's Lifeline program. I spent 5 hours on my sister's phone trying to get the new phone to work. Finally, it had phone, text and 4.5 GB of data. This is what they promised me when I applied for the phone.The next month, following the 1st, only the phone worked. I called and called and could not get anyone to help me. I could make calls, but that was all. So, for that second month the phone didnt work and I didnt receive what they promised me in the phone contract.Now its the 9th day of the third month and nothing works again. I can make calls, but thats all. I have called and called once again and each time they say the same thing, "turn the phone off for 20 minutes and when you turn it back on it will work." Its like a bad scam. They know they havent fixed it and they know when I turn it back on, it wont work. But they keep doing this to me. Im sick of calling them and begging for the service they promised me and that is a part of the program which I am signed up for. What they are doing is illegal. My phone is part of the government program and they are paid to see that I have service. They take the government payment, but dont provide me the service, then pocket the money. Highly illegal. After filing this compliant, I am contacting my State Representative and notifying her of how I am being cheated by this company. I want both months of my missing data loaded to the phone. So. that amounts to 2 months of 4.5 GB. I want my texting reinstated. And then I want all of these functions to automatically reload on the first of every month, as they should have all along.
Business Response
Date: 08/18/2022
Dear *************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 10, 2022, regarding BBB Case number ******** complaint.

****************** complaint states that he received a free phone from SafeLink Lifeline Program. Unfortunately, after he transferred the phone number to the new device, the data and text messaging are not working. He spent several hours to fix the issue but with no success.

We spoke with **************** on 8/17/2022 via phone # **********. Upon conversation, he was informed that in order for us to re instate the benefits. We need to process the re-enrollment with SafeLink Lifeline. We were able to initiate re enrollment; however, we are not able to complete and there is in need for him to contact the National Verifier or visit the website ************************ to continue with the enrollment.

Upon review, ****************** process his enrollment with Safelink Lifeline program on 12/10/2013 and was approved on 12/14/2013. The enrollment was cancelled by National Verifier on 7/31/2022, due to the reason that he failed to renew on time. Moreover, he can contact the National Verifier thru their hotline # ************** for more information. We also sent an updated device to the customer, in order for him to enjoy the updated network with reference ticket ********** and the benefits were transferred the new device.

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 1260928629.

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


Sincerely,

Executive Resolution Department
Initial Complaint
Date:08/08/2022
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.
Hello,I have lifeline benefits and were receiving cell phone service thru Safelink since 2019. As of April 2022, my service was disconnected. I spent 3 hours on 8/8/2022 calling the Safelink support number. Every time, I was connected to an agent within 5 minutes, who always confirmed that my line was disconnected and they had to transfer me to get the issue resolved, but every time they transferred me, the line would hang up. The last time I called, I asked the representative to give me a direct phone number, which she did, but they all pointed me back to the same menu and same issue. Before I move to a different provider, I'd like to see if you can just re-instate my line.Thank you
Business Response
Date: 08/18/2022
Dear ***********************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 9, 2022, regarding BBB Case number ******** complaint.

************** complaint states that he has been receiving his lifeline benefits through SafeLink since 2019. As of April 2022, his service got disconnected. Every time, he was connected to an agent, the line will always get disconnected. Before he will move to a different provider, he would like to see if we can re-instate his line.

We attempted to reach Mr. **** multiple times via phone ************ and e-mail ****************** on 08/10/2022, 08/11/2022, 08/12/2022, 08/15/2022 and 08/018/2022, but we were unsuccessful, he has failed to respond to our calls.

Upon review, account has a Lifeline ID which was cancelled as of April 27, 2022 due to no active SafeLink phone since it expired. Our records show that ************** account is no longer active and we need to speak with him to re-apply in SafeLink to get the Lifeline benefits.

If Mr. **** 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 1260659185.

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: 08/22/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and the phone number they gave me to contact them didn't work and I never received their phone calls. They contacted me thru emails and I was able to talk to a few safelink agents and the last one told me to re-apply for a safelink line, which I did. I received an email stating that the new line, with the phone,. should be shipped to me by tomorrow.

Sincerely,

***********************
Initial Complaint
Date:08/08/2022
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.
Hello, Tracfone/Safelink Wireless has cancelled my **************** without warning or reason! There were issues with this company in the past and a complaint has been filed because they had initially refused to re-activate my **************** in a timely manner and stated that they didn't even have a record of my account on file; this is after I've already been their customer for 2 years! Their behavior appears to be retaliatory. I'm asking BBB to step in and resolve this issue and also educate this company that if they continue to harass their low income customers and cancel their service for no good reason and without warning, a legal action will be taken to rain in their conduct! Thank you. P.S. A text message sent by this company on Wednesday of last week had indicated that I need to make phone calls to keep the service, however several phone calls were made prior to this text message to another phone, so there was no need for this message, let alone a cancellation! But I guess this company likes to get in trouble, especially with their low income customers! It took me literally months to re-instate the **************** and now I have to go through the process all over again, I don't think so! This is outrageous! This company needs to have its operating license suspended if it can't act in a responsible and lawful manner!
Business Response
Date: 08/18/2022
Dear Gella Turkelev,

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

Ms. Turkelevs complaint states that her Safelink service was cancelled.

******************** was contacted 08/12/2022, 08/13/2022, 08/14/2022, 08/15/2022 and today, August 18, 2022, 04:09 PM EST at **********, but still unsuccessful. We also send emails at ********************** received a response, however did not provide an alternate contact number. Thus, case will be closed as unresolved.

Upon review on the account, it is still connected with Safelink. She was just given a reminder to Simply make a call, send a text, or browse the internet using your mobile data.

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 1260785624.

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: 08/19/2022

Complaint: 17689793

I am rejecting this response because: The business is lying! Several phone calls were made from this phone number during the time that the phone service was disconnected! Secondly, this company has the nerve to say that they've attempted to contact me on the phone number that they themselves had disconnected earlier! That's absurd! I don't have another working number and if I did, I wouldn't have bothered dealing with such a nightmare of a company! Their e-mails are canned and do not provide any useful information, nor do they even attempt to help the consumer in any way! They simply ******* the customer with stupid statements regarding attempts to contact on a disconnected line! This is outrageous! The company had disconnected customer's phone number and service in RETALIATION for a previous complaint which stated that they took an extremely long time to re-active my **************** and made statements that they didn't even have my account, that after CA Lifeline Administrator had approved my lifeline application nearly a month prior! The truth of the matter is that this particular provider is out of control! The way it treats its low income customers, some of whom are elderly and disabled, is outrageous and should not be allowed under any circumstances!

Sincerely,

Gella Turkelev
Customer Answer
Date: 08/24/2022
This complaint has two parts and is filed against Safelink company. The company has disconnected my **************** while LYING that phone calls weren't made from this number, while in fact the phone calls WERE made from that number! The company had left me without a working phone for 2 weeks and that is totally unacceptable! Furthermore, it had NO RIGHT to disconnect the service in the first place because the phone WAS used! Secondly, after my phone has been reconnected, the screen has stopped working so I can't use the phone! This company provides faulty equipment to its customers and then creates further problems for them when they request a replacement phone.
Desired Resolution: A replacement phone that WORKS and a **************** that is ON!!!
Business Response
Date: 09/13/2022
Dear ***************************,

This is in response your rebuttal 09/03/2022 regarding your Better Business Bureau complaint.

According to research device IMEI # *************** is enrolled in Safelink and device is provisioned.
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:08/08/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Called Safelink to find out where my phone was. It was shipped *** and lost. I was to have the phone no later than today. After hanging up with Safelink and getting misinformation-theforeign rep called me back @ 5:25PM and told me I am stupid. That is harassment and crminal. I want my phone.8/8/22 I just received the package toda10 days after the order. THEE PACKAGE HAD THREE CHARGING CORDS AND ONE CHARGING PORT-NO PHONE. Someone named *************************** (305 640 *****, ext. **** from corporate was supposed to call me back on 8/5/22. She never did. This is absurd-the box isn't even big enough for a phone. I **** MY LIFELINK PHONE. Shipping a small box with charging cables is cruel.
Customer Answer
Date: 08/10/2022
Just received another "anonymous" call from Safelink from I believe-the person who sent the attached email. I can't understand most of the conversation and the phone/pin provided is to the general call center where the people bully, lie and insult customers. This incident was supposed to have been rectified by a liar named "*******"(?) @ ************ who assured me yesterday @ 4:07 PM she would call be back yesterday to update the phone rder from July 29, 2022. Safelin is acting unethically in their businessactivities. I will NOT speak on the phone with ANYONE from Tracfone going further. There is NO reason to speak with them. They were supposed to send a phone. They didn't. Talking with them is only subjecting myself to lies and abuse. ALL future communication from Safelinkto me will need to be via mail or email. Anything else is harassment.
Complaint ID ********- below is an email I received from someone at Safelink. The person did leave a message-but I was already SUPPOSEDLY being helped by "*******" @ Safelink: phone # ************. I couldn't even understand the message left by the person who wrote the email. There is quite a language barrier. Bottom line-I have NO phone. The number in this email is the call center to RANDOM jerks. ******* was supposed to be above them and helping. Needless to say-she never followed up. This is absurd.
Customer Answer
Date: 08/16/2022
Safelink once again is not adhering to format. They have sent me email asking for me to call them or click on a link to call me. I clicked for them to cll. They never did. If they state otherwise-which they will-it just continues the pattern of their employees lying to customers. Corporate America is allowed to scam people all they want because ultimately-there is no recourse to their unethical business practices. It's corporate vs the average "***." We never win.
Business Response
Date: 08/16/2022
Dear **********************************:

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

************************************** complaint states that she has is checking the delivery status of her replacement phone. She informed that she had received a package last August 8, 2022 and it has 3 charging chords and 1 charging port but there was still no phone.

We attempted to reach ****************** via phone at ********** on August 9, 2022 02:37 PM EST and August 10, 2022 02:09 PM EST. However, we were unable to speak with him.
We have received an e-mail response from ************************* on August 10, 2022 02:51 PM EST stating that she will not going to speak anyone on the phone going further and all future communication will be sent via e-mail.
We have checked from the account that the ticket # ********** was updated on August 9, 2022 and it has a tracking of 1Z7X28F00174427793 from *** where it was delivered August 11, 2022 09:25 AM.
We responded and sent to her e-mail on August 10, 2022 02:51 PM EST, August 12, 2022 05:48 PM EST and August 15, 2022 01:49 PM EST. However, we have not received a response if she has received the phone. We need to confirmed ****************** if she has received and to have it 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 ******* or Ticket Number 1260582599.

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: 08/16/2022

Complaint: 17672689

I am rejecting this response because:

Sincerely,

**********************************
Initial Complaint
Date:08/08/2022
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.
The dude at the SafeLink stand in front of ******* in ************* ** at ******* on *********. Intentionally kept my id card . Want what it's going to cost to replace my ********** idcard
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 8,2022, regarding BBB Case number ******** complaint.

Ms. ******* complaint states that a street agent from a SafeLink stand in ************************ at ******* Street market,intentionally kept her identification (ID) card. She wants to know whats going to cost to replace her ********** identification card.

We attempted to contact **************** multiple times via her contact # ************ and thru her e-mail ************************ on 8/23/2022, 8/24/2022, 8/25/2022, 8/26/2022 and 8/29/2022; however, we fail to get hold to her and we did not receive any response from her.

Upon review, **************** processed her enrollment to SafeLink on 06/07/2022. However, her application was rejected from National Verifier on 08/24/2022 stating that her application was expired, and she failed to contact National Lifeline Accountability Database (NLAD).

Furthermore, we need to speak to ****************, in order for us to know if her ********** Identification card was return to her from one of the Street agents who assisted her in processing her enrollment.

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 1261994551.

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:08/07/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I went in with my mother to help her apply for a free phone and since my mom wanted to keep the same # as her landline I asked the person signing people up if this was possible. He said yes. After signing my mom up he gives her a totally different number. I was shocked. My mom specifically asked for the same number and he lied saying he could not do it after collecting all my moms personal info. Now I have to spend hours trying to get what this person did. Why would he lie to my mom? I dont have time spending hours to get this fixed He took advantage of us. We trusted him. Why?..
Customer Answer
Date: 08/16/2022
Consumer stated she no longer wants to pursue this complaint.
Initial Complaint
Date:08/06/2022
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.
We receive the right to a free phone from our ******** and Safelink made a deal with ******* so that our phone is not working anymore. WE HAVE BEEN WITHOUT PHONE SERVICE FOR 3 MONTHS They are taking government money for service we do not receive we called them for 3 months, they made us buy other **** cards. we spoke with them about ************************************************************ they drop the line LASTLY WE WERE TOLD WE NEED TO BUY A NEW PHONE FROM THEM, and that they will not provide a phone for free that works after ours is totally useless given their deal with ******* They simply refused to solve the matter - we do not have a phone THOUGH IT IS UNDER CONTRACT WITH ******** THEY NEED TO PROVIDE ONE This is an issue that needs serious investigation. There are millions of similar complaints over BBB and all over the internet. OVER AND OVER NOTHING WORKED. They are rude and promise to call back and NEVER DO. we spent hours and had damages because of lack of phone line service
Business Response
Date: 08/15/2022
Dear ***************************,:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 7, 2022, regarding BBB Case number ******** complaint.

Ms. ******* complaint states that she needed a free phone for the reason that her current phone is not working.

Ms. ******* was contacted at ********** and ********** on 8/10/2022, 8/11/2022 and 8/12/2022, but we were unsuccessful. An e-mail was sent at ************************ but there was no response. Moreover, we spoke with Ms. ******* today, August 15, 2022, 2:36 PM EST at **********.

Ms. ******** first lifeline enrollment was on March 20, 2015 and was approved on March 24, 2015 using the initial device. The account was enrolled to plan 7 (***** FREE monthly minutes & unlimited texts with 4.5GB/month of FREE data). However, it was cancelled due to non-usage on November 16, 2018. On December 11, 2018, she reapplied and was successfully enrolled on December 22, 2018 using a BYOP device. Her enrollment was recertified on March 4, 2022. On March 10, 2022, the *** were modified from the initial device up to the current BYOP phone. She still received the same plan she was first enrolled. She then applied for *** on June 29, 2021 and was approved the same date. On September 18, 2021, the *** was cancelled for the reason that NLAD rejected it because of another application. As per our records, the account is provisioned in SUI, but the phone service was not used. Therefore, we need to troubleshoot the device. She decided to contact us back.

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

Please refer to email reference number ******* or Ticket Number 1260647597.

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: 08/16/2022

Complaint: 17683199

I am rejecting this response because: it contains several false statements. It's a patch that does not reflect IN THE LEAST the nature of the problem. Nor ID it accurate about dates or what actually happened. I am not surprised in the least given the track record of this company.
As a mater of fact, something that could be easily proved by going back to their Recorded Conversation, I explicitly stated that until this issue is solved, the case has to stay open. To which they AGREED and even promised to put this on writing. I stressed I wanted it in writing.
This is just another proof of how scammish this business is. Their ethics are tricks to make consumers give up. Their all business could not care less about protecting or damaging their consumers.
So NO NOT IN TGE LEAST THIS CASE IS RESOLVED.
STOP WASTING PEOPLES TIME.
there should be a class suit against this company and it should undergo government investigation. Check the MILLIONS OF CUSTOMERS reporting precisely along similar lines. Enough is enough.

Sincerely,

***************************
Business Response
Date: 08/23/2022
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.

******************************* many attempts have been made but unsuccessful in reaching you.

******************************* based on the information provided your account is active for phone number ************ receiving Safelink benefits.

If you have any further questions or concerns, a customer corporate representative can be reached at ************************. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST.

Thank you for choosing SafeLink Wireless.

Sincerely,

*************************
Safelink Wireless, Inc.
BBB Specialist
Customer Answer
Date: 08/23/2022

Complaint: 17683199

I am rejecting this response because:
It is false. I may be receiving the benefits but cannot use them! My phone as stated in the recorded conversations you had with me is not able to make phone calls. It was agreed that I will try to see if it works elsewhere and if it dies at that time I shall contact you when I have time to spend yet hours on the oh one after about 50 or more calls in which you made me wait on hold and kept me on the phone at times for entire afternnons ... just to drop the call on your side and never call back as you agreed to doing the connection "fell."
The agent that contacted me in regard to this complaint stated Safelink sent me A NEW SIM CARD AND THAT I REFUSED IT!!!!
I NEVER REFUSED ANYTHING. No offer was ever made for such a card. I was even unaware that they were supposed to do so. WHEN I ASKED TO SEND ME THE NEW SIM CARD - THE AGENT SAID THEY WOULD NOT SEND IT!!!
SO NO THE **** IS FAR FROM RESOLVED.
the fact that you called and that I may not have answered is because I do have a job and other obligations.
I AM FAR FROM THE ONLY ONE. There are millions of costumers experiencing my problem as recorded online everywhere BECAUSE YOU MADE A DEAL WITH ******* AND LET YOUR CUSTOMERS WITHOUT SERVICE.
As agreed and recorded I still need to receive assistance. It was agreed that when I find time I see if my phone might work someplace else and contact you AND YOU WILL RESOLVE THE PROBLEM YOU HAVE CAUSED.
this whole tread is one of the many showing what a TERRIBLE BUSINESS YOU ARE.

Sincerely,

***************************
Business Response
Date: 08/26/2022
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.

******************************* many attempts have been made but unsuccessful in reaching you.

******************************* based on the information provided we will need to speak via phone for troubleshooting steps to be made.

******************************* what is the best contact phone number where you can be reached to and time?

******************************* you may also reach me via email to **********************.

If you have any further questions or concerns, a customer corporate representative can be reached at ************************.For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST.

Thank you for choosing SafeLink Wireless.

Sincerely,

*************************
Safelink Wireless, Inc.
BBB Specialist
Initial Complaint
Date:08/04/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My daughter ******************* is filing this complaint on my behalf. My mother ***************************** is elderly & has a free phone service with Safelink. She was told within the last 2 weeks by safelink she needed an updated phone. There was nothing wrong with her old flip phone, but safelink said she needed to update the phone. Safelink sent her a new smart phone. My mother asked the representative could she get another updated flip phone & was told by the representative no. After getting the phone my mom called safelink to get the phone activated & she was transferred from person to person. She was told technical support would call her *********** did many times. This went on for days. Finally she told me about ****** decided to contact safelink on this past Saturday. I conferenced my mom in on the line, so all 3 of us was on the phone. I spoke with a very nice gentleman ******. He gave us ticket # **********. I explained what had happened & he tried to get the phone activated. After trying for almost 30 minutes he concluded that the smartphone was defective. He said he would order her another phone. I asked if the replacement phone could be a flip phone, but updated to date. He stated sure, there are a lot of elderly who prefer the flip phone. Once he processed the ticket, he verified my mom's email address & phone #. I asked him since the new phone was defective if he could active her old flip phone that was working just fine before all of this & has her minutes. He tried, but advised the phone was to outdated for their system. I explained she is on the free program and if she can't get her phone working she would get disqualified from the program. She received the replacement phone today and it was not a flip phone. I have been on the phone with customer service & the warehouse for hours. Charm the last rep in the warehouse hung up on me. I've never dealt with such a rude company before. Just activate her old flip phone, so she does not get disqualified from the program.
Business Response
Date: 08/16/2022
Dear ******************************

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 08/04/2022, regarding BBB Case number ******** complaint.

Your complaint states that your phone stop working due to a ******* Migration.
After investigation, we found a ticket number ********** that we sent a new phone to you; also we found records of usage on that device.
We have attempted to reach you multiple times via phone ********** and via email ****************** on 08/09/2022, 08/10/2022, 08/11/2022, 08/12/2022 and 08/16/2022; even though, you replied some e-mails with a contact number however, we were unable to speak with you.
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 1260578544

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

Thank you for choosing Straight talk Wireless.
Initial Complaint
Date:08/04/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have the free safelink life line phone service and it is not only horrible but customer service is worse than the phone...my phone will NOT hold a charge longer than hour or 2 and calls are constantly being disconnected....receiving nasty **** calls ...tried calling their customer service line on 8/4 had to call them as every time i called them i was transferred constantly and no one would or could help with this situation... nor could i understand them was horrible experience...
Business Response
Date: 08/19/2022
Dear *************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 04, 2022, regarding BBB case # ******** complaint.
Your complaint states that you are having issues to receive proper phone service since the ******* Migration started.

We have contacted you on 08/19/2022 to the phone number ************; and the resolution provided was to give you an update in regards of the shipping of the new phone that you are going to receive with the reference number **********. Remember that you will need to wait **** business days to receive the new replacement phone.
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 1260405890.
Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing Safelink Wireless.
Customer Answer
Date: 08/22/2022

Complaint: 17669660

I am rejecting this response because: i WAS TOLD TWICE WITHIN 2 WEEKS THAT IT WAS SHIPPED YET IT STILL HAS NOT SHOWN UP AND I WOULD LIKE THIS KEPT OPEN UNTIL I DO RECIEVE IT AND THIS WHOLE MATTER IS RESOLVED

Sincerely,

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

This is in response your rebuttal 08/22/2022 regarding your Better Business Bureau complaint.

We apologize for the inconvenience. Research indicates that ticket # ********** is updated and a device was shipped IMEI # ***************.
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: 08/31/2022
I finally got the new phone and they were very helpful in setting it up all is well now thank you to both BBB & safelink
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,

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

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