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.

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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:08/02/2022
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 qualified for and have a free android phone. Have to make one call or text a month. Phone took 9 days to charge and at only 1% next after 7 days same. When I contact them advising of problem they want you to chat online. I told them it took 5 days to complete a short text message. Spoke to **** for 20 minutes-she transferred me to a number that disconnected! Several days later spoke to ********* - told her all above and asked what my options were for a new working phone - she said she would call me back in 15 minutes! This is almost a week now and no call. My phone number is ************ with Safelink! New phone or my options please. No point in phoning with the runaround and no results! Help!
Customer Answer
Date: 08/03/2022
Can I receive a new working phone or a tablet in resolution?
Business Response
Date: 08/17/2022
Dear Mr. ***************

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 08/02/2022, regarding BBB Case number ******** complaint.

Your complaint states that you received a smartphone from Safelink but the phone has battery issue and you were looking for a replacement device.

Upon investigation, we found that we sent you a phone on September 2020, we checked if the phone was eligible for replacement, but it was not. All Safelink devices are covered by a 1 year limited warranty.

We have attempted to contact you multiple times via phone at ************ and email message was sent to ****************** on 8/10/2022, 8/11/2022, 8/12/2022, 8/14/2022 and 8/17/2022; you replied to one of our emails mentioning that you were contact us since you were not able to receive phone calls.

As per the agents notes on 8/15/2022, you mentioned that you will purchased a new device and you will call us back to transfer your current benefits.

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

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

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

Thank you for choosing Safelink Wireless.
Customer Answer
Date: 08/21/2022

Complaint: 17659714

I am rejecting this response because: the instructions given to me by their employee **** to use my phone number ********** along with a Tracfone SIM card Id have to purchase along with the tablet or iPad- I went to Target ?? to make the purchase and the young man in electronics told me this is not workable! Tablets or iPads do not associate with phone numbers!! So I was sent on a failing mission from the onset! Problem is not resolved so do not closed until resolution is made. **************

Sincerely,

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

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

We apologize for the inconvenience. According to the previous interaction a new device was purchased in order to better assist please confirm the **** Number of the device.
We tried to reach you at 414-534-6116regarding 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: 09/01/2022

Complaint: 17659714

I am rejecting this response because:
I have not received 1) a working phone from the company, 2) today I left 3 messages for *************************** advising her via voice message that I didnt receive the phone or device she claims to have sent 2) I have not received a list from her advising the devices or phones I could purchase and telling her 3) not to call phone number ************ they do not want any further involvement in this matter. This android they initially sent is junk

Sincerely,

**************
Customer Answer
Date: 09/01/2022
*************************** and left three phone messages. I am waiting for Tracfone to mail me a working device or a list of workable devices to use with my phone number ************

Business Response
Date: 09/26/2022
Dear **************,

This is in response your rebuttal 09/23/2022 regarding your Better Business Bureau complaint.

We apologize for the inconvenience. Research indicates that device IMEI # *************** was activated with phone # **********.It was then deactivated on 9/19/22. We will need more clarification in order to properly resolve this matter.

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: 09/27/2022

Complaint: 17659714

I am rejecting this response because:

Sincerely,
The complete amount of refund was $189.89 for the returned and received by Tracfone for the iPhone XR When the full amount gets credited to my **** card I shall consider this matter resolved - no point for phone conversations getting the runaround without ANY resolution. 3 calls with messages I made to *************************** were never returned 3 of their tech people could not get the phone or service operational! My requests to speak to a supervisor were ignored. I was told today that my full refund to my **** could take 30 days We can revisit when I receive the refund in full!!

**************
Initial Complaint
Date:08/02/2022
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 received 3 emails saying I was able to upgrade to the new ******* Galaxy s22 ultra, and SafeLink told me absolutely no they don't offer that phone and they sent me an ******** I called 4 times and I even got an email saying my upgrade was going to expire and they still won't let me speak to a manager or give me my upgrade
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 02, 2022, regarding BBB case # ******** complaint.
Your complaint states that you received 3 emails from Safelink stating that you were able to upgrade to the new ******* Galaxy S22 Ultra, however, you received an ******* phone model instead.
We checked your account and we found the Lifeline device that you received is the ******* TCL A3, reference # ALA509, which is the device that you qualified for the program. We received your email with the attached false advertisement and you have been educated via email that it does not belongs to a Safelink advertisement because the Safelink program do not provide that type of devices to their customers.

We have attempted to reach you multiple times via phone ********** and via email *********************** without success on 08/07/2022, 08/08/2022, 08/10/2022, 08/11/2022 and 08/17/2022, 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 1260471170. Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Safelink Wireless.

Sincerely,

Tracfone Wireless ****
Customer Answer
Date: 08/17/2022

Complaint: 17656721

I am rejecting this response because:
They tried to tell me the emails in recieved was not from SafeLink, however when I clicked on the link to sign up for my s22 ultra it took me directly to the SafeLink website, I then filled out the application and received the ******* phone. I just want my upgraded Galaxy s22 ultra I was promised.
Sincerely,

***********************************
Initial Complaint
Date:08/01/2022
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 issue is with Safelink Wireless program. It took them 2 years just to upgrade my phone that was flip phone I had since 2013. When I got my new phone A600DL. I texted the ONESTEP instructions from my old phone to the new phone. However, my phone number *************) didn't transfer! I do have internet at home, my new phone wouldn't take it. I CAN'T CALL OR TEXT ANYONE. THE ***** IS USELESS! I HAVE HEALTH ISSUES! I tried to call & text them from the phone i got nothing. THEIR WEBSITE WAS NO HELP AT ALL! I WANT MY ***** TO WORK AND FOR THESE TECHNICAL ISSUES TO BE FIXED ASAP!
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 01, 2022, regarding BBB Case number ******** complaint.

******************** complaint states that she that her phone is not working and having technical issues.

****************** was contacted 08/06/2022, 08/07/2022, 08/08/2022, 08/11/2022 and today, August 15, 2022, 03:56 PM EST at ************, but still unsuccessful. We also send emails at ************************** however, no response received. Thus, case will be closed as unresolved.

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 1260001949.

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:07/30/2022
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 received a replacement phone from safelink on 07/15/2022. I have been trying since 07/18/2022 to have the service activated on n replacement. They stated the service from my old phone has been transferred to the new replacement phone, but it has no service. I call safelink daily, they keep transferring me, sometimes even hanging up on me. No one at safelink seems to care that my phone has no service. And as of today 07/30/2022, I'm still calling. I request a sim card replacement on 07/21/2022, still have not received Sim card as of today 07/30/2022. Safelink says it was sent out, but they have no tracking number. I am 70 yrs old with a sick husband and no phone for about 2weeks and safelink really don't care.All I want is for them to get the service working on my phone.The lifeline program is the only way I can have a cell phone. I am low income and can't afford to purchase a phone and minutes. Please get my service going.
Business Response
Date: 08/05/2022
Dear **********************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 07/30/2022, regarding BBB Case number ******** complaint.
Your complaint states that you received a replacement phone but after transferring your service from the old device it was not working. You call several times to customer service to fix it but it was not fixed.
We have attempted to reach you multiple times via phone ************ and email was sent to ****************** on 8/2/2022, 8/3/2022 and 8/4/2022, ; however, we were unable to speak with you as you did not response to our calls. We were able to communicate via email and on 8/4/2022 you replied mentioning that you already talked to a manager and the issue was resolved.
If you still require assistance, you can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM Est.
Please refer to email reference number ******* or **********.
Based upon the foregoing, we will close this matter unless we hear from you.

Thank you for choosing Safelink Wireless.
Initial Complaint
Date:07/29/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am a senior on fix income on Social Security, I have Safelink ************ based on income. After SafeLink was acquired by ******** my service is interrupted daily, I cannot make phone calls, I am harassed every days via Emails and Text messages, telling me unless I move my service to ******** which will no longer be free. These text messages say that I will not be able to make calls on my phone, and my account will be interrupted to remind me to move my account to ******** Take notice that on the SafeLink Website there is a clear message, promising that Current SafeLink customers will be able to remain on their current Free plans, and will not have to change plans or devices because of ******* Acquisition of SafeLink, and reassuring their Customers that their service will not be interrupted in any way, which is definitely false. I am attaching an Image of a Harassing Message I received from SafeLink, which says they will INTERRUPT my outgoing calls unless I move my account to ******** after I move to ******* it says I will get a free SIM card for 1 Month ************, and after that as many customers already experience, they were required to pay a monthly fee to ******** before they had a free account with safeLink via a Government Program for LOW INCOME individuals, usually retired Senior Citizens on fix income Social Security.
Business Response
Date: 08/12/2022
Dear *********************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 29, 2022, regarding BBB Case number ******** complaint.

Mr. ******* complaint states that he is receiving e-mails and text messages from SafeLInk informing him about network migration.

We attempted to contact **************** on his contact # ********** multiple times on 8/3/2022, 8/4/2022, 8/5/2022, 8/8/2022 and on 8/11/2022, but we fail to reach him. A corresponding e-mail was sent to ******************** in every failed attempt unfortunately, we did not receive a response from him.

Upon review, Mr. ******* account was impacted by Network Migration, resulting for the device inability to work properly. Hence a replacement sim card with reference ticket ********** was sent to the customer and was delivered on 8/9/2022 with tracking # 1ZY902R60211949188. We need to speak to him, in order to take advantage of the improved network and update the sim. **************** processed his SafeLink application on 4/4/2020 and was approved on 4/6/2020 which includes 350 FREE monthly minutes & unlimited texts with 4.5GB/month of FREE 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 ticket number 1260213679.

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:07/28/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
SafeLink wireless warranty dispute.
Business Response
Date: 08/03/2022
Dear *********************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 07/28/2022, regarding BBB Case number ******** complaint.

Mr. ****** complaint states that he would like to have his phone replacement ship first before sending the defective phone back to us.

We have spoken to ************** on August 2, 2022, at **********. He mentioned that he did not receive the return label information via e-mail and he would like to receive the replacement phone first before sending the defective one back to our facility.

In reviewing, Mr. ****** requested a phone replacement on 7/20/2022 with ticket reference # **********. However, the phone replacement was still on pending because the defective phone was still not returned yet. Thus, he was advised that a phone replacement can only be processed once the original one will be returned. In addition, we were able to create a ticket on 08/02/2022 for a physical air **** request with ticket reference # **********. A physical air **** should be delivered within three-five business days.

If ************** 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 Ticket Number 1260160987.

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: 08/03/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************
Initial Complaint
Date:07/28/2022
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 would like the *** of SafeLink to know how this company is being ran . I also want my account or any account under my name with SafeLink to be reviewed and anyone that has talked to me (which should be recorded) to be reviewed, reprimanded as well as disciplinary actions from management to CSRs. I also would like a written apology from the company for all the grief and poor customer service. I would also like apology for all the important business that I missed and no ways of communication with family members with severe medical problems that I take care of. ***** should not be a reason to call everyday about the same issues. And two times now my service been shut off when it shouldn't and have to wait 10 days after having to enroll again for plan that is 12 months long and I only had their services for a few months. Customers should not have to do the work of the representatives. When a customer ask for a supervisor they should not be transfered to another basic representative or told they won't let you speak to a supervisor. The representatives do not have proper training and it shows as well as the way the treat the customer and have no empathy for mistakes made by Safelink. I do not want thier service any longer nor seek for any money. The only resolution this company needs is a complete overhaul and proper training as well as an expanded ****************************** for their CSRs. I have never been lied to so much hung up on placed on hold for long periods of time just to be hung up on. From being lied to or plain out passed around. Thier should be a direct email address and management department for these issues. Customers have a hard enough life in these than to have to deal with the upmost forms of disrespect.
Business Response
Date: 08/08/2022
Dear *****************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 28, 2022, regarding BBB Case number ******** complaint.

Mr. ******** complaint states that hes service has been shut off twice already and he was disappointed with the quality of customer service he had experience

We spoke with ****************** via phone number ********** on 8/6/2022, but ****************** is no longer interested to continue with this case as he is active with a new carrier.

Our records shows Mr. ******** previous application was canceled on 7/1/2022 by NATVER and he re-applied on 7/26/2022 with a new application and the status is still pending. Therefore, ****************** will need to call the NATVER for approval.

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: 1260218641.

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:07/27/2022
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.
in june of 2022 safelink wireless sent me and email to change my lifeline to ******* wireless .no one seems to no why the sim card sent to change over why its not register to net work and no data for 2 weeks my Gov ***** not reading the data and net work customer service unprofessional to customer with a promble .i were told i can talk to a pervisor that been change up online it show a corporate no is disconnected.i get disconnect when transferring to warehouse to see what happen to the second seem card compatiable been going on 3 weeks been call every day for help just a run around been told different things each time my ***** were working untile safelink had me to change my sim card not compatiable and still not a sim card sent .a cant make a call unless its a emergency call only.i transfered from Qlink wireless ***** working find now safelink cause my ***** to not work now my sim card also has a black hold in the center of the sim card and still haven said nonthing about said it need to be investigated with ware out why sim card haven left the ware house.safelink rule is to use your ***** once a month to keep service on and i cant make a call next monthso my ***** service with be off from their unprofessional service i wont have a ***** they lied to me mant time about it will be useable in 30 mins a week ago than 4 dats ago in 6 hours .as of today speaking with customer service still not working been hung up on yesterday with rep talk crazy to todat at 6pm with custermer service
Customer Answer
Date: 07/29/2022
The consumer provided the following response to the BBB verbally:
"My cell phone number is ************, but you won't be able to reach me on it. Please call me at ************"
Business Response
Date: 08/04/2022
Dear *****************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 07/27/2022, regarding BBB Case number ******** complaint.

Your complaint states that your phone stops working due to the *** migration campaign and you received a new SIM, but it did not work and you are still waiting for another replacement SIM.

We successfully spoke with you via phone ************ and we reprocessed the case for the replacement SIM, since the first one was sent to a wrong address; please refer to ticket # **********. You should receive it in 3 to 5 business days.

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 1260217103.

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

Thank you for choosing Safelink Wireless.
Customer Answer
Date: 08/05/2022

Complaint: 17606709

Can't log in would have to send a.letter are call.spoke to sakelink corporate office on the 3 and 4 to resend the sim card compatible should receive in 3 to 4 days on 8/4/22 not 7 to 10 days stated on the 3rd of Aug 2022 still waiting hope the resolve the phone issues are need to resend a new phone.the email is wrong should have been change to smithsandysandral @ gmail.com weeks ago.thats why I couldn't receive and email.like now .
Sincerely,

*****************************
Customer Answer
Date: 08/11/2022
I would like to update my case and have a investigations on sent to wrong address at 7/18/22 at 1:00pm I were told.i never received it went to wrong address.new sim card can't use I received 8/7/22 can't verify me and no.8/8/22 spoke With ****** gave me a new conf.no to recieve a new phone and ask for my case to be investigated I have no wrong phone cause a new no link to my number I have no ideal of are discussed regarding new number.Alixis gave me this conf no 8/8/22 ********* I didn't refuse any offer regarding claim when iam waiting on a new phone from ******. The last sim card ****** stated I had to put old sim card in phone I can't use the new card and I can't keep my same no its link with another new no.i want it investigated all concerns in my complaint who change no ,what address package left and whom. Who the number belong to link with my no that's fraud need investigated .and who I refuse offer too and when.i want a new account new no close out all not related with Mt new account no link number iam disputing change of my number and disputing I refused offer .8/8/22 I requested a new phone with a confirmation no giving by ****** still waiting haven reviewed it yet *********.my email no longer receiving email from safelink is blocked to resolve this complaint with no information and to verify me.fraud is in this company want a investigation on this case ******** my information blank about phone no number no information to proof who I am are phone.very unprofessional dishonesty for a business I want my working phone and over night to my back door not front apt.
Business Response
Date: 08/16/2022
Dear *****************************,

Ms. ***************************** your replacement device is now active with a new phone number upon your request.
Your new phone number is ************ receiving Safelink Lifeline monthly benefits.
All the above information has been provided, so we will consider this matter closed.

Thank you for choosing Safelink Wireless.

*************************
Safelink Wireless, Inc.
BBB Specialist
Customer Answer
Date: 08/18/2022

Complaint: 17606709

Ref ******* has not been investigated or spiking to someone regarding investigation were sim card went to show in safelink file and number on my file linked to my number ************ first no showed when called someone *************** has a new no now asked to change. No investigation of stolling information my info on phone in the company or sim card sent to wrong address ***** phone information have heard a thing about it and in my complaint for investigation.

Sincerely,

*****************************
Customer Answer
Date: 08/23/2022
on 6 /22 end of june i had a galazy j2 no ************ sim card no at the time of my number and phone ***** has change this sim card couldnt vertify my number ************ from 7/11/22 with ******* stated transfer number not transfered and didnt see package .i contacted safelink back i were told he see the provlem take 30 min to transfered net work over and data that never happpen.called back days later customer stated wasnt succesful will transfred over ake about 6 hours days later never happen. 8/8/22 call safe link sim card also discussed again i want and ivestigation regarding change no with out disussing it. back in august 4 st recieving a email from safelink wirless corp. office stating went to wrong address i ask to investigated to what address and who left with what person at what address sent too at 1;00 pm 7/18/22 never responded to complaint for investigation.safelink customer service nor supervisors nor corprated office requested it when speaking regarding tramsfering to ******* that never transfered nor register my network and data with out new number and account and sim card.back in aug email i were giving a phone no. to call and code **** to use regarding case.8/8/22 phone sent with linked number i asked to move i didnt want that no cause wasnt discuss or vertify its me before changing to a new no from ************ to 678 number linked showing a *************** number when recieved the new phone .call back and had it change to a different number not linked with the fraud number linked to my number. safelink wireless stated to me about link new number i wasnt aware of i been asking to investigate 7/22 and 8/8/22 i asked, never responded to are resolved matter untile i stated i wanted a new phone and change number sent to me and were still leaking my phone with the fraud phone how it were showing *************** when calling someone when asked not to give me that numer linked to my ************ no i lost.all information blank about phone i couldnt be vertfied.when giving number ms. ****** of safelink corprated office found my enrollment no 8 21/22 to vertify me otherwise she couldnt had asked me are iam sure safelink gave me the no untile she thought to look for the enrollment number she found.8/11/22 ***************** i spoke with wanted change no not number linked to account i didnt change a bad number still were sent ****************starting with 678 and i were sent a cheaper phone from the galazy j2 i had.i only were block out of my feathers and data and phone number system wouldnt let safelink wireless tranfer are register same no i requested for new no and a phone after 2 months of transfering sent sim card to wrong address .
Business Response
Date: 09/01/2022
Dear *****************************,

Ms. ***************************** your replacement device is now active with a new phone number upon your request.

Ms. ***************************** requested for a new phone number because the caller id had a previous name displaying as a caller.

Ms. ***************************** stated that her account is now active with phone number is ************ receiving Safelink Lifeline monthly benefits.

All the above information has been provided, so we will consider this matter closed.

Thank you for choosing Safelink Wireless.

*************************
Safelink Wireless, Inc.
BBB Specialist
Customer Answer
Date: 10/12/2022
Would like to reopen complaint to add to it regarding phone sent don't keep long charge and sim card were in phone when sent.mow safe link saying ho online re apply phone too old.my galaxy phone were better asked to send back.the phone showed and other man name when I call someone.the orbit phone cheaper and old when sent and took my good working phone something cricket going on in safe link wireless complaints been make regarding phone now a new problem safe link can't help me with the phone sent don't keep a long charge every time get ready to use it have charge it up if I don't use it still need charging.re opening my complaint
Business Response
Date: 11/01/2022
Dear *****************************,

Ms. ***************************** your replacement device is now active with a new phone number upon your request.

Ms. ***************************** requested for a new phone number because the caller id had a previous name displaying as a caller.

Ms. ***************************** stated that her account is now active with phone number is ************ receiving Safelink Lifeline monthly benefits.

Ms. ********* 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.

All the above information has been provided, so we will consider this matter closed.

Thank you for choosing Safelink Wireless.

*************************
Safelink Wireless, Inc.
BBB Specialist
Customer Answer
Date: 11/21/2022
11/21/22 I,***************************** would like to reopening complaint with safe link wireless reason 11/19/22 phone were interruption of service i had to call national vertified ************* Trace fone to see why tracefone saw the same thing on account i have the plan until Aug 2023 see lifeline only .the first time i wee referred to sign up by phone close to finish and were disconnected .call back twice and referred to department and i were stop and told to sign up online only for program wouldnt assist me .everyone cant go online so u just miss out .now i were apply to sign up giving a new enrollment no for unlimited calling and tx safelink didnt apply for just lifeline for the phone i complaint about to send better than the cheap Orbic phone sent after asking to send my Galaxy phone from my first enrollment plan. than send another Galaxy from requested now cant talk on phone caude safelink didnt sign me up with the *** program are mention it to me when signi g me up for lineline and account show i do and phone off made me sign up again and wait for the sim card to come in the mail its been sence 11/19/22 after kept calling to apply and were short cut to go online.a unresolve complaint 8/6/22 to send a sim card went to wrong ******** at 1:05 pm and my information were stoyling out of phone imei no phone no anything about phone the reason why i didnt want no connection of old account phone has connected to account.safelink still sent the phone had another person name so i requsted fo new phone and better phone than Orbic phone for my Galaxy back and speaking with tracefone i were told to buy my own if i want a better phone so i complaint for my Galaxy back in last complaint and dont no who safelink sent sim card to from in my second complaint complaint still un resolve would like my complaint back open new and unresolved complaint of sim card went to wrong addess on their file my info been use and had a phone with a new no i disputed for a new no ************ what i have now.
Customer Answer
Date: 11/28/2022
Hi ***************************** like to add 11/25/22 coversationtion to complaint to make sure Trace Fone Thurs 11/25/22 9:30 A.M.About 11/19/22 reapplied on line for Acp Program and and don't show it 11/22/22 with Trac gone and updated it give it a day I still can't make calls. 1125/22 Trace Fone Stated to me she have to disconnect the 300 min plan to unlimited plan which on 11/22/22 said she done give it 1 day.now after disconnect I have to re apply it take 2 to 3 days before service connent.from old service has 2 lifeline and no A C P program I applied online twice still showing I have lifeline only.i can't apply for the app program say I all ready have it .but not showing I do just life line has 2 enrollment numbers the new one should be the acp I applied with safelink online twice site giving from safelink to go on and applied gave conformation no and it pull up lifeline I have only 11/25/22 not ACP program and a old enrollment program so now it have to be disconnected so I can re apply.
Business Response
Date: 11/30/2022
Dear *****************************,

Ms. ***************************** we are currently reviewing this matter and will provide you with a resolution.

Thank you for bringing this matter to our attention.

Thank you for choosing Safelink Wireless.

*************************
Safelink Wireless, Inc.
BBB Specialist
Customer Answer
Date: 12/01/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to **** heard back from tracefone

Sincerely,

*****************************
Initial Complaint
Date:07/26/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 04, 2022 I applied for the lifeline program with Safelink Wireless. I was qualified for the program on July 06, 2022 and finally enrolled on July 10, 2022. The business has committed to provide 350 free monthly minutes calling and unlimited texts with 4.5gb of data a month free. All paid for through the federal government lifeline program. I however have never been able to use my service. I have spent countless hours on customer service calls with the company and they have never fixed my service. The last call of over an hour I was hung up on by the technical support operator. I am disabled and really need this service. They are receiving money from the federal government to pay for this however I have not been able to use it at all. I have spent several hours trying desperately to fix this and have been unable to get anyone to properly assist me and I am very frustrated and have been having to use a friend's phone and help to try to get this taken care of. I don't understand how they can be receiving payment for a service they are refusing and knowingly not providing.
Business Response
Date: 08/09/2022
ear *******************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 26, 2022, regarding BBB case #******** complaint.
Your complaint states that you have been having issues to use the phone service since you qualified for the Lifeline program.

We have attempted to reach you multiple times via phone to ************ and ************, and e-mail sent to ************************** without success on 08/01/2022, 08/03/2022, 08/04/2022, 08/07/2022 and 08/09/2022; 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 1260117255.

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

Thank you for choosing Safelink Wireless.
Initial Complaint
Date:07/22/2022
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.
After waiting a week for a phone from safelink wireless it arrived on 7/18/2022.However after being told that when i receive my phone from safelink,to kindly call them and they would activate the safelink,lifeline service.I am also enrolled in the affordable connectability act program that they manage. It is now 7/22/2022 at 3:45 pm and corporate is scheduled to call back at 4pm. I've had no promised call backs numerous times and It seems they are not willing to activate my cell phone***********).I have been in this program since 2020 however my phone needed to be upgraded and service reactivated with it! .please help .Safelink phone # is ***********. The phone just rang,I answered,recording instructed the person requesting call back please press 1,so I did. Then message states "we are currently experiencing technical difficulties,please call back later". I've been going through this for 4 days now and have called them over 30 times.I need my phone for contact with my doctors and others.
Business Response
Date: 08/02/2022
Dear *************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 7/22/2022, regarding BBB Case number ******** complaint.

***************************** complaint states that he is having concerns about the activation of his phone service over to a new device. He was having a difficulty to get some assistance from a customer service representative.

***************************** was contacted today August 2, 2022, via phone number **********. We were able to speak with him and settle his concern. Upon review, we do see some reports of technical concerns on the account. However, his new device along with his phone number is already active and well provision in our billing system. In addition, records of his usage are visible in the account as well. Furthermore, he confirms that he no longer has any concerns about the service and that it is working well.

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 the ticket number 1260151500.

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: 08/04/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

************************* Thank the BBB,I"m satisfied !

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