Complaints

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

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  Safelink Wireless

  9700 NW 112th Ave Miami, FL 33178

• 

  Safelink

  1258 S Greylock St Philadelphia, PA 19143-5112

• 

  Safelink Wireless

  1500 NW Bethany Blvd Ste 200 Beaverton, OR 97006-5236

• 

  Safelink Wireless

  PO Box 220009 Milwaukie, OR 97269-0009

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:01/07/2025

  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.

  After hours upon hours on the phone, trying to get this resolved and being told repeatedly, it's been fixed. I have yet to have it fixed. My complaint is that my Mobile Hotspot. It's not been working for months now. After repeated attempts to get it resolved it remains unfixed. nothing ever changes, and it still doesn't work.I am at a loss to where else to go to get this fixed.

  Business Response

  Date: 01/21/2025

  Dear **** *****:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 01/08/2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that the hotspot feature of your phone has not been working for months despite asking assistance from customer service multiple times.
  
  We reviewed your account; it is active and provisioned in our system. Our records show that you are enrolled in the Lifeline program with SafeLink Wireless since 7/29/2022 and is receiving monthly benefits of unlimited talk, texts and 10 GB of data with 5 GB of hotspot.Usage Records show that the device is working and service is being used. We also confirmed that you have coverage in your area. However, within coverage areas, there may be significant limitations or interruptions in coverage that may impact service and result in dropped and blocked connections, slower ****************** and data speeds or no ****************** or data connectivity and call interference.
  
  We attempted to call you via phone number and emails were sent to ******************** on 1/11/2025, 1/13/2025, 1/14/2025,1/15/2025, and 1/21/2025, to discuss the status of your account and service concerns. We received your email responses requesting for callbacks; however,we were still unable to reach you via call. We need to speak with you directly to discuss this matter.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. 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 1312281690.
  
  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:01/07/2025

  Type:Product 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.

  Dear *** or Madam,Some time ago, I was previously enrolled in SafeLink wireless. Given the limited data, minutes, and text messages, the best option was to switch to another provider. Given that the allotment for all three has increased, once again, I have enrolled in SafeLink.The higher data allotment appears to have been hinged upon the user bringin in their own device. As I have an unlocked iPhone, this was a viable option. A recent email suggests that I need to activate my line right away. However, as of today, the *** card has not arrived. Would you be so kind as to advise how to proceed in addressing this issue? Should you encounter any questions or concerns, please do not hesitate to contact me as I remain at your disposal.Thank you for your assistance in this matter.Sincerely,**** ********

  Business Response

  Date: 01/17/2025

  Dear **** ********:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated January 08, 2025, regarding BBB case number ******** complaint.
  
  Your complaint states that you reapplied for the Lifeline program with SafeLink Wireless and about to use your own phone. However, you have not received your new Bring Your Own Phone (BYOP) *** card.
  
  Upon review, we found that you reapplied for the Lifeline program with SafeLink Wireless on 1/4/2025 via web and got enrolled on 1/07/2025, allowing you to receive the Lifeline benefit of unlimited talk, text and 10GB data including 5GB of hotspot data, and you are to use your BYOP device.
  
  The record shows that Lifeline together with SafeLink process your new *** card request on 1/04/2025, and the shipped out of your new *** card was on 1/08/2025. As per **** tracking number ********************************** the *** card package has been delivered to your address on 1/13/2025. The *** card is pre-activated,and service is already available for it. Reference number 1311885897.
  
  We spoke with you on 1/09/2025 via phone at ********** and shipping details were provided to you. We made a follow-up call on 1/16/2025 after the *** card was delivered but we were unable to reach you. However, you sent an email response via *********************** providing a screenshot that you have not received the *** card yet. We made another follow-up call on 1/19/2025 to confirm delivery as **** website shows that, Your item has been delivered and is available at a PO Box at 3:20 pm on January 13, 2025 in ***************, however, we were unable to speak with you.With that, it would be best for us to speak with you.
  
  If you should still require assistance, you can contact ************** enter PIN ****. The 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 1312107054. 
  
  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: 02/04/2025

   
  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:01/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been with SafeLink Wireless for about 8 months. I have a phone that doesn't work and they sent me a cheap, refurbished replacement that the sim card broke from the tray as soon I pulled it out and It doesn't go back in. I called customer service last night, Jan. 4th and spoke to a customer service representative by the name of 'Char' undoubtedly a phony name. She was uncooperative, nasty and said she can't do anything for me. She proceeded to tell me that I don't qualify for a replacement which makes no sense. Then, she refused to let me speak with a supervisor. This is the worst customer service that I have ever experienced. Just horrible! I have a phone that doesn't charge, that doesn't work properly and has major internet/data issues. This is a horrible and terrible service. Unfortunately, I am older and in poor health and can't afford a legitimate cellular carrier. Their customer service is terrible and their service is HORRIBLE!

  Business Response

  Date: 01/16/2025

  Dear ******* ****:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated January 05, 2025, regarding BBB Case number ******** complaints.
  
  Your complaint states that you are with SafeLink Wireless,and the phone that you have is defective. You called customer service to have it replace but was denied.
  
  Upon review, we found that you reapplied for the Lifeline program with SafeLink Wireless on 12/13/2023 via web, and your application got approved on 12/15/2023. Your reenrollment let you have a brand-new free smartphone and lets you have the benefit of unlimited talk, text and 10GB of data including a 5GB hotspot data per month.
  
  The record shows that on 12/11/2024, you reported your phone as defective for it will not hold a charge, and a replacement phone request was created with reference number **********. A replacement was sent and delivered on 12/16/2024 with tracking number 1Z7X28F00255059322. You activated the replacement device on 12/31/2024 with reference number **********, but you also switch the service back to the original phone that same day with reference number 1311630230.
  
  We spoke with you on 1/07/2025 via phone at ************. We authenticated your account and tried to troubleshoot the phone but with no success. As a courtesy, we decided to reopen your initial replacement phone request **********. As per *** tracking number 1Z7X28F00255748499, the second replacement device was delivered on 1/10/2025. We received your email confirmation on 1/11/2025 about you receiving the device but questioned as to why it is a refurbished phone.
  
  Terms and Conditions under Limited Warranty states that SafeLink may, at its sole discretion, replace the Product with a refurbished phone of the same model if available, or if not available, of a comparable model of phone.
  
  We made multiple attempts to call you back on 1/15/2025 but we were unable to speak with you and we have not receive any new email response from you via ************************ To this date, the second replacement device has yet to be activated. Your service is still with your original phone and usage report indicates that service is being used.
  
  If you should still require assistance, you can contact ************** enter PIN ****. The 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 1312066747. 
  
  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: 01/29/2025

   
  Complaint: 22770573
  
  I am rejecting this response because: I was sent a refurbished phone, the same reconditioned phone I was sent before that is worse than the phone I have now. An ****** called me  a couple of times but never resolved this issue. I have a phone that doesn't charge, I virtually have no data and other issues with the phone. I am an older gentleman with major health issues and I need a working phone for emergencies. 
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 02/07/2025

  Dear ******* ****:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 1/29/2025, regarding BBB Case number ******** complaint.
  
  Your follow-up complaint states that you received a refurbished phone as replacement.
  
  Please be advised that SafeLink Wireless Terms and Conditions under Limited Warranty indicates that SafeLink may, at its sole discretion, replace the Product with a refurbished phone of the same model if available, or if not available, of a comparable model of phone.
  
  Our records show that you are still enrolled in the Lifeline program since 12/15/2023, and received a free smartphone to use with your free benefits. Per our previous response, a ticket was created to send you a replacement phone. The first replacement phone was reported not working, and a second replacement was delivered; however, you are not satisfied with the replacement since it is a refurbished device. Please be advised of the aforementioned Terms and Conditions. 
  
  We received your call via phone number ************ on 2/5/2025, and we discussed the aforementioned. You requested the same phone model as the original phone;however, per policy, SafeLink may send a different phone model if the original phone model is not available. Nonetheless, we offered to update the replacement ticket to send a replacement phone, given that the other devices are returned to the warehouse.
  
  We received your email response from *********************** on 2/4/2025, and attempted to contact you on 2/6/2025 via same phone number;however, we were unable to reach you.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. 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 **********.
  
  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:01/04/2025

  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.

  ************ Safelink discontinued our lifeline service phone and theyre not willing to help!

  Business Response

  Date: 01/16/2025

  Dear ***** *******:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated January 4, 2025, regarding BBB case # ******** complaint.
  
  Your complaint states that SafeLink Wireless discontinued your lifeline benefits and that you did not receive proper assistance.
  
  The California Lifeline has a total monthly discount of $29. This discount can be applied towards any ************* plan purchased. If the customer fails to make his ******** copayment and is placed on a no-cost plan, the ******** program rules require customers to use their service every 30 days to keep the benefit, in addition to complying with all other rules for the LifeLine program.
  
  Our records show that you are enrolled in the Lifeline program with ************* on 9/23/2024. An in-depth review of your account shows that your phone service was deactivated on 1/3/2025 due to a technical issue we encountered in the system. We apologize for any inconvenience this may have caused you. We have since updated your account and can confirm that the phone service has been restored. Usage records show that the benefits are applied, being used, and the phone is working properly.
  
  We spoke with you on 01/09/2025 via phone number ************, regarding the aforementioned. You confirmed that your phone service was reactivated, and that the issue has been resolved.
  
  If you should still require assistance, you can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
  
  Please refer to email reference number ******* or Ticket Number 1311942109. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing *************.
  
  
  Sincerely,
  
  Executive Resolution Department

  Customer Answer

  Date: 02/19/2025

   
  Complaint: ********
  
  Phone number: ************ Safelink disconnected our line without any notice. This is the third time they do it to us. They keep promising it won't be disconnected, but it keeps happening! Repair

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

  Business Response

  Date: 02/24/2025

  Dear ***** *******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated February 19, 2025, regarding BBB case number ******** complaint.
  
  Your complaint states that your phone service keeps getting disconnected without any notice and you want this to be resolved.
  
  Upon review, we found that due to a technical issue encountered in the system, you have experienced a phone service interruption. We do apologize for the inconvenience this concern may have caused you. However, the record shows that the system also restored your service on 2/20/2025 as well.The account is now active and provisioned in the network.
  
  We spoke with you on 02/20/2025 and 2/21/2025 via phone number ************, regarding the aforementioned. You confirmed that your phone service was reactivated, and that the issue has been resolved.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. The 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 1311942109. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Simple Mobile. 
  
  
  Sincerely, 
  
  Executive Resolution Department 
  

• Initial Complaint

  Date:01/02/2025

  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.

  About 2 years ago I signed up with with safe link wireless and they sent me a refurbished phone it only worked for about two months than it stop working so I went too the front office because my phone service was off and I asked them for a replacement phone they tell me that I wasn't qualified for a replacement phone but I am like how is that when they was the ones who sent me a refurbished phone I used to work at a place like this were these companies get phone like this they data clear them and resell them to companies like safelink and any other companies so I had to go and buy me an unlocked phone which I paid $300 for and they keep on messing with my service last year I was getting to make a call from my phone when I was at the hospital and my service was turned off this happened 10 times saying that I didn't renroll in the program when I did 10 times and like right now my service is off again because of the same thing and I been using my service every since I started

  Business Response

  Date: 01/04/2025

  Dear ******* ******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated January 02, 2025, regarding BBB Case number ******** complaints.
  
  Your complaint states that you are having issues with your phone service.
  
  Upon review, the record shows that you reapplied for the Lifeline program with SafeLink Wireless on 1/01/2025 and got enrolled the same day. This allows you to receive the free benefits of unlimited talk, text and 10GB of data including 5GB of hotspot data. Prior this, we found cancellation records of your Lifeline enrollment with SafeLink because your program enrollment was transferred to another service provider. To name a dates few were on 1/01/2025, 12/25/2024, 12/04/2024 and 2/24/2024.
  
  The record shows that service deactivations match the cancellation dates of your Lifeline enrollment. Please know that a customer may transfer his or her Lifeline benefits to another participating provider. The National Lifeline Accountability Database (NLAD) requires the customer's express consent before each Lifeline benefit transfer transaction occurs. By granting consent, the customer is recognizing that they will no longer receive their benefits through the previous service provider. The consent also ensures that the customer's benefits are properly transferred to the new service provider, so the customer can continue to receive their benefits without interruption.
  
  We spoke with you via phone at ************ on 01/03/2025 and you confirmed that the service has been working since you reapplied and declared that no further assistance is needed. 
  
  If you should still require assistance, you can contact ************** enter PIN ****. The 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 1311825005. 
  
  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:12/24/2024

  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.

  **** opened few years and just cancelled recently and suddenly for for no cause, phone reps ***** provide any cause for phone disconnections. no notice in mail etc... horrible service, no notice in email or mail for re-newel, or anything, horrible company. was told to renew with program, so i went with another program. s**** this safelink and aint worth nothing, going elsewhere...

  Business Response

  Date: 01/04/2025

  Dear ****** *****:
  
  
  We have received and reviewed your Better Business Bureau complaint.This response is in reference to your correspondence dated December 24, 2024,regarding BBB Case number ******** complaints.
  
  Your complaint states that your account was cancelled without prior notification and reason.
  
  Upon review, we found that you applied for the Lifeline program with SafeLink Wireless on 6/24/2022 and got enrolled on 6/29/2022. You were receiving the Lifeline benefits of unlimited talk, text and 10GB data including 5GB hotspot data. However, the enrollment was cancelled on 12/18/2024 because you opted to transfer your Lifeline enrollment to another service provider.
  
  In an in-depth review, we found no deactivation record prior to your enrollment cancellation on 12/18/2024. Your free benefits were regularly added to your phone as well. Please know that as per terms and condition,within coverage areas, there may be significant limitations or interruptions in coverage that may impact service and result in dropped and blocked connections,slower data speeds, no data connectivity, and call interference. This could occur due to many factors including, but not limited to, your device, network changes, network traffic volume, network prioritization, network outages,technical limitations, signal strength, the terrain and your proximity to buildings, foliage and other obstructions, weather and other conditions.
  
  We spoke with you on 1/02/2025 via phone at ********** after our unsuccessful attempts to reach you via phone number ********** on 12/26/2024,12/27/2024, 12/30/2024 and 12/31/2024. You stated that you are already with a new service provider and troubleshooting your phone is no longer needed. We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future.
  
  If you should still require assistance, you can contact ************** enter PIN ****. The 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 1311297508. 
  
  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: 01/16/2025

   
  Complaint: 22728357
  
  U know, they kept calling and emailing but they had no real solution or reason why service was interrupted other then, it might of been technical glitch etc...

  In 3yrs of service never had I experienced this, sometimes I would have to reboot phone but this time I was getting error message telling me service is not available and I need to contact customer service; so I called em at least 4x and no one was able to diagnose, reboot, reset or provide any resolution or fix to lack of service. So day later I contacted another carrier for switch over. When SafeLink/******** contacted me, they kept telling me I switched over to another carrier at will. Which was completely false because if I had active n viable phone service, why would I purposely switch elsewhere n not have phone use for over week..? Makes no sense. Further more, SafeLink/tracfone didn't provide a viable solution n only told me in future I can activate service with them again etc....that doesn't fix, undi or correct issue I had. They could of reactivate my ******** with em with credits while service would be switched from new carrier etc...they didn't absolutely nothing.

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

• Initial Complaint

  Date:12/23/2024

  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 went to a tent on **************************. In ********** Ca Outside ******************. Safelink has a tent there everyday. There are different companies lined up with tents selling phones and tablets. Selling and giving. The girl at Safelink said hey you want a ******** I said yes. So she qualified me and gave me the phone. I went home and took the phone out to charge it up. Thats when i realized it said Blu on it. I went back the next day they said sorry you cant change phones. I would have gone to someone else. Ive had Blu phones they have a terrible camara compared to ******** everything is generic on a Nlu. i called Safe link and i was told they would send me a ********. I never heard from anyone again. Also 2 times ive had to reneoll for safelink because service gets cut off no data. When i got the phone it said warning almost out of Data. .I dont like this phone i never wanted it. The girl asked if i wanted a ********. She never mentioned Blu phones at all. There was only ********* displayed no blus

  Business Response

  Date: 01/04/2025

  Dear ****** Darlene ************************ have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated December 23, 2024, regarding BBB case number ******** complaint.
  
  Your complaint states that you have SafeLink because you were told to get a ******** device. However, what was given to you was a Blu phone and you do not like it. In addition, you had issues with your service getting cut off.
  
  Upon review, we found that you reapplied for the Lifeline program on 11/05/2024 and got approved the same day. A Blu View Speed 5G phone was given to you. On 11/14/2024, records show that your enrollment was transferred to another service provider; leaving your SafeLink account deactivated. On 11/20/2024, you process another reapplication and got approved at that same day as well. The enrollment allows you to receive the free benefits of unlimited talk, text and 25GB data including 10GB of hotspot data. In addition, you had to reuse your existing phone. The record shows that the account is receiving the Lifeline benefits and service is being used. Please know that the free phone offer depends on the availability of the device. 
  
  We attempted to contact you via phone ********** and email ********************** on 12/24/2024, 12/27/2024, 12/29/2024, 12/30/2024 and 01/03/2025 but with no success. We have not heard from you, and we have not received any email response.
  
  If you should still require assistance, you can contact ************** enter PIN ****. The 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 1311174630. 
  
  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:12/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a lifeline phone provided by SafeLink wireless. About 4 months ago it got disconnected, I could no longer make phone calls or send texts and the automatic message only allowed me to provide a pin number from a prepaid card or buy a new one. No other options.After waiting all night without my phone I spent 2 hours researching phone numbers until I found their customer service and was able to have it ************** days later it happened again and I had to have it reconnected. Then 30 days after that it happened. And 30 days after that. Then 3 days after I had it fixed. Then 2 days. In 4 months my phone that the US Government pays for has been disconnected 7 times although my eligibility has not changed. After this last time I went and bought a prepaid card to activate it. It just got shut off after I paid for a 30 day prepaid card less than a week ago. This is the worst service I have ever used, their tech support can't seem to fix the problem and now they are just disconnecting me for no reason at all. I literally just paid out of pocket and they shut my phone off.

  Business Response

  Date: 12/30/2024

  Dear ***** *****:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated December *******, regarding BBB Case number ******** complaint.
  
  Your complaint states that you have Lifeline with SafeLink Wireless but for the past four months your service has kept getting interrupted and you had to pay your bill to get the phone working.
  
  Upon review, the record shows that you initially applied for Lifeline with SafeLink Wireless on 8/31/2024 and were enrolled that same day. However, on 10/17/2024, the enrollment was cancelled. We found multiple re-enrollment and enrollment cancellation under your name since then. The latest reapplication was done on 11/29/2024, you were approved the same day, but the enrollment was once again cancelled on 12/01/2024 due to transfer out of your ******** enrollment to a different service provider.
  
  Please know that once you transfer out your Lifeline enrollment,this action will automatically deactivate your account, and you must pay for your phone service to keep it active and working.
  
  To this date, your latest redemption was on 12/11/2024 with a $30 airtime plan and number was transfer to another device with reference number ********** on 12/13/2024. The account is active and well provisioned in the network. The usage report also indicates that the service is being used.
  
  We spoke with you on 12/20/2024 via phone at ********** and you confirmed that the service is working including calls, texts and data. You further mentioned that you wanted to use the lifeline benefits. With that, you were advised to reapply and agreed to do it via website, ******************************.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. The 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 1310882022. 
  
  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: 01/21/2025

   
  Complaint: 22696973
  
  Yes, they resolved nothing and I was forced to switch from the account provided by the lifeline service to one I paid for out of my pocket. Which they then disconnected. Again. I bought a ********************************************* 24 hours. 

  
  

  Now I have gone from them to a different provider altogether and I would recommend no one ever use them as a business

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

• Initial Complaint

  Date:12/14/2024

  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.

  Safelink is a Gov ******* program -- They lease cell traffic under tracphone.....They also have a customer service on contract: with whom my complaint is about(unknown customer service groupname). ******************** customer service in my district is by far the most unprofessional contracted group and I do not trust given them information.I receive a lifeline plan....A goverment program for disabled, elderly, poverty level people of lower income.After I switched to providers, the same customer service(which was why i left the previous provider--sorta followed along with the phone service)They refuse to answer questions about who they are: name, agent number(but have a few times) -- the contracted customer service company they are really working for licensed to safelink, An then they keep blocking or refusing service, and then try to get me to reenroll under the same lifeline plan I'm already signed up for. They have implied they are ******* customer staff, and have even said the work for other companies -- Basically getting me to chase shadows that dont really do lead to find their essential oversight, management ******** I am contacting BBB to help route their customer service problems out with me... Because the customer service seems like the same one that gave me problems in the last phone company I switched from--and thats common that a customer service company has multiple leases... An the same very dropping of service, blocking calling out, and recently they associated my number to a different area to keep me from contacting their network patch--designated my phone as roaming , out of area to refuse service.Hopefully BBB can help with these unprofessional customer service contract group... They said name was ****** ******** ***(#******)... Sounds like the same person all the time, and using altering voice hardware(voice changer).They have even shifted accents from indian, spanish, to australian, in one sitting before.

  Customer Answer

  Date: 12/18/2024

  **************** is attempting to avoid, contact threw BBB--trying to email me off the 'cuff.(didnt even use the real tracfonewireless email....  Nor safelinkwireless corp email.  (its the customer service intercepting complaints too(?).
  
  This is typical behavior from them. They prone as acting like AI -- Usually on the phone too!
  
  (2024 telcomissue.txt): They refused to send me the chat transcript and I saved it with plain-text. Document... "I Said:" Is the portion entry i was talking to them at.
  
  

  Customer Answer

  Date: 12/20/2024

  Some person calling himself, ********** is still continuing to email me off an email address non associated to safelinkwireless or tracfonewireless. The individual has also changed my number recently, also . Not compliant just sorta acting like I've been making error or its MYdevice.
  (email attached to this update.)
  
  Lifeline program is temporarily out of service(also) ;; So their might be actual criminal activity him and his collaborators are doing. It may be attached to several other telcom problems in the recent months--data being stolen, network authentication breached. Spoofing using credits+fake webdomains............ Seemingly done threw a *********** that contracts out as customer service.
  
  They did these same antics last month during holiday season. Randomly disabling my number, trying to fish another Lifeline number from me. It went on a few days, after i threaten to get third party involved they fixed it -- This time, they sorta just carry on. Trying to be malicious.
  
  Its all on that middleman end---my devices arent hacked, or tampered with... I have tamper resistant methods for just incase some virus tries to steal data/third party wire snooping or spoofing occurs.  They might stolen my phone number, but there isn't anything they could really do with it other then steal my coupons i get.
  
  This might be escalating to other criminal activity(of some awol customer service, using network signatures to steal/tamper with data).

  Business Response

  Date: 12/29/2024

  Dear ****** *****:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 12/15/2024, regarding BBB Case number ******** complaint.
  
  Your complaint states that you are enrolled in the ******** program and switched service provider; however, you are doubting that the customer service is the same with the old provider. You were not assisted accordingly and would not provide you information on some of your queries.
  
  We appreciate your feedback regarding your negative customer service experience. We value customer feedback to support future improvements. We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future. As part of our commitment to assist our customers, our team undergoes continuous training.
  
  We reviewed your account; it is active and provisioned in our system. Our records show that you are enrolled in the SafeLink Lifeline program since 11/19/2024, and is receiving monthly benefits of unlimited talk, texts and 10 GB of data with 5 GB of hotspot. We also confirmed that you have T-Mobile coverage in the area; however, within coverage areas,there may be significant limitations or interruptions in coverage that may impact service and result in dropped and blocked connections, slower ****************** and data speeds or no ****************** or data connectivity and call interference.  This could occur due to many factors including your device,network changes, network traffic volume, network outages, technical limitations, signal strength, the terrain and your proximity to buildings,foliage and other obstructions, weather and other conditions. 
  
  We attempted to contact you via phone number ************ and email ******************* on 12/17/2024, 12/18/2024,12/19/2024, 12/20/2024 and 12/23/2024, to discuss the status of your account and service concerns. However, we failed to reach you. We received your email responses; however, we were still not able to reach you via call and you wanted to communicate via BBB correspondence. We need to speak with you directly to assist you accordingly.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. 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 **********.
  
  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: 12/30/2024

  Sorry for the late response I was sick for a while.
  
  ** Dec-23
  *****/****/*******/******/Patrik/*****/****** (He is supposably in the general area of ******** too)
  Continuously responds like a automation, and being non co-operative 
  
  **Dec 25
  He retaliates to threatening to terminate my phone number and service again. Bare in mind my phone was working up until Dec1-Dec15.... So not only was he threatening to terminate phone service again.... He was editing log data.

  Customer Answer

  Date: 12/30/2024

  That audio file is recorded 12-14-2024
  You can tell he started distorting his voice when he probably assumed--I was recording him.
  At the end before he hangs up -- "He states "lifeline cut~" then hangs up on me.
  
  Why you playing stupid for. You started emailing me from ************************ a non affiliated safelinkwireless -- An you didnt answer any of my responses you just said the same thing over and over. Just like the emails, you just say the same spam over and over with invalid hashings attempted on them too.
  
  You have not attempted to call me back, or email me with response to my questions....
  THE ONLY THING YOU DID WAS CHANGE MY NUMBER... MY PHONE NUMBER YOU CHANGED....
  YOU Know ***********  YOU changed to ***********. <<
  
  Now you will probably play daft lil more being like... ' Oh we didnt know this number on record...... 
  YES YOU DO -- you would know the number on record.... It would register in your log books -- AS WHEN YOU CHANGE A PHYSICAL NUMBER  IT REGISTERS AS YOU ALL CHANGEN IT. Your log data keeps track of when a phone number that is registered on ******** NETWORK is changed... THE CUSTOMER CAN NOT CHANGE THE NUMBER, only the middleman can(you: the customer service licensed in contract to ********)
  
  NOW CHANGE MY NUMBER BACK, STOP CUTTING OFF MY SERVICE.
  
  wHY NOT ALSO tell us the ******************** name you license contract out of to places like ********(not ************ Yet you have us chasen after shadows.... ************** paid you to work on tracfone's safelink.
  You constantly play gaff and act like you are unaware. I'd really like to talk to you in person.
  
  I went ahead and added all the files you would claim you didnt log into the other complaint query and seen.... Just for the venue of dragging this along, which you keep doing. Playing daft and just doing a  gaff. See you even tell us '******* owns safelink -- Wrong ******** is its own network. ******** owns safelink... Why you have us chasen after shadows to hide who emplored you to do these gaffs, ***.

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22688370
  
  I am rejecting this response because: You have us chasing after shadows, saying you work for verizon--you  even given a false *********** email..... While Safelink is a trademark owned by *********
  
  You gaff of saying you never knew phone number was changed, from *********** to *********** ... An(YOU) going to patronize further saying its not registered--when the only person able to change a number from one to the next, is you. Your log data on network activity tracks all that numbers assorted with customers. Thus you change my number, from one to the next -- It shows on your data log. AN YOU HAVE NO SHAME ON PLAYING LIKE YOU DON'T KNOW.
  
  Tell us who is your licensing contractor(the company you work for) not the company who is contracting to you(safelink/tracfone) .
  ******* is also based in ****, and ******** 'HQ is in ********.... You have a lot of shadows for people to chase here, MAKING SURE NO COMPLAINTS GET THREW..... an personally I THINK this needs a federal review. 
  So how about you start being collaborative, co-operative.... Stop beating around the ****. Do your customer service job and service!
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 01/04/2025

  Well they are still acting incoherent and uncooperative.
  
  They had try to tell me that tmobile has expired my phone number. An still have refused to tell me their office they are located at, what their company is called--that takes contracts for costumer service. Finally been trying to get me to purchase things from them....
  
  I will send another recording I made  that even has the customer service insulting me under their breathe, changing accents, being malicious. 
  
  Still refusing my phone number; still refusing cooperation; trying to get more credit card info out of me now.
  
  I will submit the audio after i clean up some of the , empty space.... So its a smaller file.

  Business Response

  Date: 01/13/2025

  Dear ****** *****:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated December 30, 2024, regarding BBB Case number ******** complaint.
  
  Your complaint states that you received emails from ************************ but your responses were not answered, and you claimed to have not received any of our callbacks. In addition, you think that we changed your phone number and want your old number back. Furthermore, you question us being part of *******.
  
  Upon review, the record shows that you initially applied for the Lifeline program with SafeLink Wireless on 10/08/2024 and were enrolled the next day. However, this enrollment was cancelled on 11/07/2024 because you opted to transfer your Lifeline enrollment to another service provider. However, we have records that you reapplied on 11/18/2024 and got enrolled the following day, but enrollment was cancelled again on 1/11/2025 because ******** enrollment was transferred to another service provider again. These actions lead to the deactivation of your SafeLink service.
  
  Please know that a customer may transfer his or her Lifeline benefits to another participating provider once per service month. The National Lifeline Accountability Database (NLAD) requires the customer's express consent before each Lifeline benefit transfer transaction occurs. By granting consent,the customer is recognizing that they will no longer receive their benefits through the previous service provider.
  
  SafeLink Wireless account authentication policy operates under strict security standards to protect the integrity of its customers'information. Any changes to an account must be authenticated.
  
  In an in-depth review, we found that the frequent cancellation of your Lifeline enrollment which caused the deactivation of your SafeLink service had lead the system to reactivate the account with a new number on 1/02/2025. As we check, the number ending in 3287 is no longer available in the system.
  
  SafeLink Wireless Terms and Conditions states, you must accept the telephone number assigned by SafeLink. Other than for purposes of porting your telephone number to another provider, you have no ownership or other rights over the telephone number provided.
  
  Meanwhile, in 2021, ******* acquired TracFone Wireless from America Movil and TracFones portfolio of brands which includes SafeLink Wireless among others were integrated into the ******* Wireless business.
  
  
  We attempted to contact you via phone at ********** and email ******************* on 1/03/2025, 1/06/2025, 1/07/2025, 1/08/2025 and 1/09/2025 but we were unable to speak to you and you only responded to our latest emails only once on 1/06/2025. Hence, it would be best for us to speak with you.
  
  To this date, you no longer have an active SafeLink account and if you decide to stay with SafeLink, you will have to reapply for the Lifeline program which you can complete via SafeLink website, ******************************.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. The 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 1310769229. 
  
  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: 01/13/2025

  You failed to respond to any emails.... YOU have failed to talk on the phone....
  You keep de-enrolling me... you HOTlisted/blacklisted my number you illegally changed the number to my phone -- As been stated repeatedly 
  *********** --> is the invalid number you have registered my phone on that network under NEWuser...
  
  Phone number is suppose to be ***********
  
  i'm lead to assume your hoax number you kept emailing as saying its mine, was just to beat around the ****....
  
  As you never emailed replied, and just kept sending the same message over-and-over... stating you attempted to call false numbers you attempt to imply is registered, but is not.... An have been claiming my phone number had "expired"
  
  This discrimination against me is lead me to report to other bureaus.... This final added email is nOT your last one, as you continued to ignore my email to you, and just sorta kept repeating 'spamming ... IN REPLIES.
  
  As you and the witness can see the emails are just autogen replies that do not address any of my questions... Attempting to just act like your a ROBOT -- Was your aggression/discrimination against me 
  
  AND AS you can see and third party witness(BBB) you just ignore my questions that are even attached to the email, with concerning remarks about you and your customer service licensed out to Tracfone's Safelink subdivision.

• Initial Complaint

  Date:12/13/2024

  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.

  Thefederally funded program sent me a bring your own phone sim card kit I received the kit n called SafeLinkThe company was suppose to activate the phone with their sim kit and bring my old phone number as well.the phone and sim was activated but I was given a new number.I then called back to the company explain I needed number transfered the woman kept telling me to please give her few more minutes she was working on it however she forgot to mute her phone and could be heard laughing and joking with other employees for a total of ************************************************************************************************************************************************************************** everything was fixed and my phone number should be good for the new phone.i waited 2 days it still was not so I called safelink again explained to the new lady what all has happened and asked her to please help me fix it.She assured me it was no problem apologizing for her colleges.after 20 min the nice lady told me it would take 24 hours for the number portin to be complete to call them back at 5pm the next day if it was not.I thanked her and we hung up.I immediately looked at the 2 devices and the ********************** phone had been deactivated completely and my **** phone has issues as well ****** I just called SafeLink back again it was a man claiming to be a supervisor named nino employee#******** told me he could not fix my **** phone and the only way the SafeLink phone could be reactivated is if I purchase a new bring your own phone sim kit through ******* I asked why I should have to pay for a new sim when it wasn't my mistake it was safelinks.The man admitted and acknowledged he knew it was not my fault or my mistakes and apologized for his employees.I asked to speak to his supervisor and he repeatedly told me he is the supervisor and I repeatedly asked to talk to someone over him and he refused. He openly admitted it was their mistake the fault was ****** but won't fix it.

  Business Response

  Date: 12/29/2024

  Dear ******* *******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated December *******, regarding BBB Case number ******** complaint.
  
  Your complaint states that you applied for Lifeline with SafeLink Wireless and plans to transfer your old phone number as well; however, your SafeLink Bring Your Own Phone (BYOP) SIM card was already pre-activated with a new number. You tried to contact customer support for assistance, but the issue was still not fixed.
  
  Upon review, we found that you applied for the Lifeline program with SafeLink Wireless on 11/04/2024 and got enrolled on 11/07/2024.However, the enrollment was cancelled on 12/16/2024 because you opted to transfer your Lifeline enrollment to a different service provider.
  
  As per SafeLink Wireless policy, a phone number needs to be active with the current service provider in order to be eligible for porting to a new service provider. The customer must have the Number Transfer PIN (NTP)code, account number, or Zip Code associated with the account. Without all the necessary information, we cannot proceed with the port request.
  
  We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future. We confirmed that your BYOP SIM card was already pre-activated and there were attempts to change the assigned number. However, we found no successful port request. Additionally, we have limited information about the phone number you wanted to port in. With that, it would be best for us to speak with you.
  
  We attempted to contact you via phone at ********** and email ***************************** on 12/18/2024, 12/19/2024, 12/20/2024,12/23/2024 and 12/26/2024 but with no success. We have not heard from you, and you did not respond to our emails.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. The 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 1310812792. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing SafeLink Wireless. 
  

  
  Sincerely, 
  
  Executive Resolution Department