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Business Profile

Cell Phone Supplies

Safelink Wireless

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cell Phone Supplies.

Complaints

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

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    Customer Complaints Summary

    • 825 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/22/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Beginning Monday July 18 I stopped getting any cell phone service. On Tuesday July 19 my case manager stopped and we called Safelink 7 times. Each time problem wasn't fixed and finally on the 7th call they transferred me to upper management and they said it was a service outage and that it would be restored in **** hours. Today Friday July 22 the service has still not been restored. My case manager and I called 4 times and they tried the same things as before and wouldn't tell me what was wrong. All 4 of calls I asked to be transferred to upper management and they said they would but then they would hang up on me all four times. They even said it was probably my fault that it wasn't working. I still don't have service and they won't fix it. I felt belittled.

      Business Response

      Date: 08/11/2022

      Dear *********************, 

      We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 22, 2022, regarding BBB Case number ******** complaint.  
              
      **************** complaint states that he was experiencing phone service issue, resulting to his inability to make and receive calls.

      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 with no success. We also sent a corresponding e-mail at ************************* however, we did not receive any response from him.

      Upon review, ************** processed his enrollment with SafeLink on 7/15/2022 and was approved on 7/20/2015 which includes ***** FREE monthly minutes & unlimited texts with 4.5GB/month of FREE data. The call record show that the phone was being used. Furthermore, we need to speak with him in order for us to further trouble shoot the device.

      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 ticket number 1260205625.

      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:07/21/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Signed up for a safe link phone and phone was damaged website says I am eligible for a replacement phone and I was denied. Need a phone

      Business Response

      Date: 08/04/2022

      Dear ***************************:
       
      This response is in reference to your correspondence dated July 22, 2022, regarding BBB case # ******** complaint.

      Your complaint stated that Signed up for a Safelink phone and phone was damaged and the website displayed to her she was eligible for a replacement phone and she was denied. 


      We checked your account and we found that was active with the correct values; however, we also found that your Safelink enrolment id was registered with two different names and the same address.
       
      We have attempted to reach you  multiple times via phone ************ and email was sent to ********************* on 07/27/2022, 07/29/2022, 07/30/2022, 08/01/2022 and 08/04/2022; 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 1259825441.  

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

      Thank you for choosing Safelink Wireless. 

    • Initial Complaint

      Date:07/21/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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, banned me unpurpose to me as a customer. I did not do anything therefore is unacceptable to a behavior. MY SERVICE STOP WORKING AND I CANT MAKE CALLS OR RECIEVE CALLS. This is my safelink wireless. Since my matter is urgent please reach out to me at ************ *********** ***************************

      Customer Answer

      Date: 07/22/2022

      I'm here request additional clarification if necessary.   



      Not just, buisness to contact me. Why did, people told me it was supposed to be unlimited free service in first place

      Business Response

      Date: 08/01/2022

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

      We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 21, 2022, regarding BBB Case number ******** complaint.  
              
                 Mr. Ricardoss complaint states that his service stops working, resulting to his inability to make and received calls.

                 We attempted to contact ****************** multiple times on his contact numbers ********** and ********** on 7/26/2002; 7/27/2022; 7/28/2022; 07/29/2022 and 08/1/2022 but with no success. An e-mail was send to *************************** with every failed attempts. 
                           
                   Upon review, ****************** is enrolled in Safelink which includes 350 Talk And *** Text, 4.5 GB. He already consumed the allotted minutes for the month resulting to his inability to make calls. On the other hand, his Affordable Connectivity Program (ACP) was cancelled on 4/30/2022 due to National LifeLine Accountability Database received confirmation that, he has an active enrollment on a different service provider. 
                       
                     If ****************** should 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 Ticket Number 1259759882.
       
                      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: 08/01/2022

       
      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 me.

      Sincerely,

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

    • Initial Complaint

      Date:07/19/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Yes so as you know safelink and ******* are teaming up,.okay..well safelink text and said get a new sim card,which I did,now I have been on the phone with safelink for 2 days now,and everything they send me somewhere else and after about 3times (and a hour and a half later) they end my call,,so now I'm still without a phone,yell need to get better this is 2022 **** not ****

      Business Response

      Date: 08/02/2022

      August 1, 2022



      Dear *********************:
       
      This response is in reference to your correspondence dated July 20, 2022, regarding BBB case # ******** complaint.
      Your complaint states that you are having issues with the Safelink services and you stated that you are still without phone.

      We checked your account and we found that was deactivated; however, we also found that you had upgraded the services to another phone with ticket # **********.
       
      We have attempted to reach you  multiple times via phone ************ and email was sent to ********************* on 07/26/2022, 07/27/2022, 07/29/2022, 07/30/2022 and 08/01/2022; 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 1259793627.  

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

      Thank you for choosing Safelink  Wireless. 

    • Initial Complaint

      Date:07/19/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 was going to use my benefit of LifeLine for internet however, it showed that I already had a service that it is not me using it. LifeLine provided the information where it showed that my benefit is being used. I have called several times and this company continues to disregard and fix the problem and I dont know what else to do. The name of the company is SafeLink, they are showing that I have the benefit but it is another person with the same name and they wrongly tied it to me. This company is affecting me as Im unable to get my benefit and not matter how many times I tried calling them they dont fix the problem. The phone number showing on the benefit is phone number from *********** that apparently have the same name. The number showing is ************* which is my account. Please help, thank you.

      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 July 19, 2022, regarding BBB Case number ******** complaint.  
              
      ************** complaint states that she has a Lifeline enrolled account that she was not able to use since it appears to be used up already without her using it.

      We attempted but failed to reach ************** via phone number ********** and **********, on 7/27/2022, 7/28/2022, 8/01/2022, 8/02/2022, and 8/04/2022. We have also sent e-mails to ********************* but did not receive any reply from her. 

      Upon review, ************** Enrollment ID attached to her account has an Enrolled status, however, it has a different Last Name and Address registered. We tried looking for an enrollment with matching information but there is none using ************** data.

      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 1259828430.

      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:07/18/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 trying for the past 2 weeks to port my number in. Everytime I talk to someone I get an excuse to be transferred and have to keep giving the same information out while also getting hung up on. On July 14th I was able to give my info to get it port in. They failed to tell me that it was ported in and also in the process disconnected my sim card. So ever since I've been trying to get my account number and transfer pin. They will not give it to me . Talking about I have to give them the code that they text but keep in mind that they disconnected the sim. So they telling me I can't get my info to port out. It's my number and I have had it for years. So something needs to be done. **************** is awful and I just want to go.

      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 August 05, 2022, regarding BBB Case number ******** complaint.  
              
      **************** complaint states that she cannot transfer her phone number to a different service provider.

      **************** was contacted 07/25/2022, 07/28/2022, 07/29/2022, 07/30/2022 and for the last attempt today, August 05, 2022, 12:41 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 Straight Talk Wireless.

                                                                                                                                                                            
      Sincerely,


      Executive Resolution Department

    • Initial Complaint

      Date:07/18/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been speaking with SafeLink since May 29, 2022, in regard to receiving my free phone and have been lied to over and over again. I received a notice from them in May of 2022 stating that I need to upgrade my phone before the network shutdown occurs on June 30, 2022. However, when I tried to order my free upgrade un the government plan the system kept freezing. Then when I called I was told that they were work on it and to call back in 5 minutes. This is still the message I am getting to this very day. This is ridiculous. I then found another number and called it to only be told that they had to send me a code on my phone. However, they had already stopped my phone from receiving messages, when this was not supposed to happen until June 30, 2022. I even had someone by the name of ***** tell me that I had to pay and that my free phone ( *********** XT2163DL) was not in stock when I was online looking at it say in stock. So this was a lie. They have verified all my info and because they shut down my phone down from receiving messages a month before they said they would I have not received my new phone. This can not be the only way that I receive my phone. I did not have a code to receive the current phone and should not need one now.

      Customer Answer

      Date: 07/19/2022

      I have just received a message from you and wanted to give you the telephone number related to my complaint.  That phone number is ************** and I have had this number for many years;

      Business Response

      Date: 07/29/2022

      Dear ***********************:
       
      This response is in reference to your correspondence dated July 18, 2022, regarding BBB case # ******** complaint.

      Your complaint states that you were requesting a replacement phone.

      We checked your account and we found that was active and had a flag stating that we had already sent you a replacement phone for migration issues. 

      As per continue checking the account, we realized that the order had been sent to a wrong address and the replacement phone had been activated for someone else.
       
      We have contacted you on 07/28/2022 to the contact phone number ************; we informed you that the phone not received was deactivated as lost and we created the ticket # ********** to send a new phone. You were advised to wait 3-5 business days.

      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 1259830330.  

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

      Thank you for choosing Safelink Wireless. 

    Safelink Wireless is NOT a BBB Accredited Business.

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