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 Wireless

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

• 

  Safelink

  1258 S Greylock St Philadelphia, PA 19143-5112

• 

  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: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 
  

  
  

• Initial Complaint

  Date:12/12/2024

  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.

  Ive enrolled with safelink wireless since November 2024, and all of a sudden as of today I have NO phone service not even to call 911. Ive tried sending chat messages and the6 claim to not find anything with either my number or enrollment number. How can that be when I have a few emails from safelink saying Im activated with service. If is was limited minutes Ive should have gotten an email alerting me to add t8me, but I was informed that it was unlimited usage of calls, data. I will send copies of emails if needed.

  Business Response

  Date: 12/27/2024

  
  Dear ***** ********:   
  
  We have received and reviewed your Better Business Bureau complaint.  
  
  This response is in reference to your correspondence dated December 12, 2024, regarding BBB case number 22677905.   
  
  Your complaint states that you have been enrolled with SafeLink Wireless since November of 2024, but your services suddenly stop working. You contacted customer support,but they have not fixed the issue; and you were informed that there were no records of your phone number and enrollment number. 
  
  We apologize for any inconvenience we have caused with the issue. We value customer feedback to support future improvements and to prevent similar issues from occurring in the future. 
  
  In our review, we were able to confirm your active enrollment with LifeLine program through SafeLink Wireless since 11/23/2024. Your enrollment was properly registered on the phone number ending in 4215 and the approved benefits were properly added to the account monthly. The benefits added include Unlimited Talk and Text with 10GB/month of FREE data including 5GB of ************* Currently, we can see that your account is well provisioned, and no technical issue observed that may interrupt your phone service. Thus, it would be best to speak with you directly to properly assess your service concern. 
  
  We attempted to contact your phone number ************** and emails were sent to *************************** on 12/13/2024, 12/14/2024, 12/16/2024, 12/17/2024, and on 12/20/2024. However,you were unable to answer our calls and respond to our emails.  
  
  Please know that we are more than willing to assist you, and we are doing our best to address your concerns accordingly. 

  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 1310529893. 
  
  Based upon the foregoing, we will close this matter unless we hear from you.   
  
  Thank you for choosing SafeLink Wireless.    
  
  
  Sincerely,  
  
  Executive Resolution Department  

  
  

  Business Response

  Date: 12/27/2024

   

  Dear ***** ********:    
   
  We have received and reviewed your Better Business Bureau complaint.   
   
  This response is in reference to your correspondence dated December 12, 2024, regarding BBB case number 22677905.    
   
  Your complaint states that you have been enrolled with SafeLink Wireless since November of 2024, but your services suddenly stop working. You contacted customer support, but they have not fixed the issue; and you were informed that there were no records of your phone number and enrollment number.  
   
  We apologize for any inconvenience we have caused with the issue. We value customer feedback to support future improvements and to prevent similar issues from occurring in the future.
  
  Upon further checking, we were able to review your email correspondence with one of our representatives. We have checked the phone number provided, phone number ending in 8681, but we were unable to see any account belongs to that phone number. However, we were able to review your Lifeline enrollment, but it was registered with a phone number ending in 4215. This has been the phone number registered on your account upon your enrollment with your Lifeline program through SafeLink Wireless on 11/13/2024. With this, it would be best to speak with you directly to further discuss your concern. 
  
  To ensure comprehensive assistance, we would appreciate it if you could provide us with your callback number and a convenient time for us to contact you directly. 
  
  If you need immediate 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 1310529893.  
   
  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:12/12/2024

  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 had cell service through safe link wireless for years. I allowed my pone service to lapse because my phone became very buggy. On Dec3,2024 I attempted to call safe link to restart service on the same phone- old number **********. Went through hours/ days of being told I don't have an enrollment despite online saying I did. Spent hours being told I wasn't a customer didn't exist despite receiving emails from them that I WAS their present customer, spent hours taking the phone apart restarting it. Multiple ** **** then they decided to send a new Sim card. I tried it while on phone w customer service- who said not compatible despite previously giving the the serial and imie number. Was told I'd have to buy new Sim and phone. I said NO this is a free service for disabled ppl. Sunday night I tried again and safe link ** was eventually able to put service on my phone by using the previous Sim card- and I was able to text out and call out and even received a test call from the ** **** 3 days later Wednesday morning I tried to use my newly re activated phone for medical purpose and was told my service had been deactivated by my service provider. I'm disabled and NEED MY LIFE LINE phone. Now when I call the safe link number from my son's phone- the one I had to use to call them the first place I get the safe link prompts then have to add the new number I'm calling about which is ********** and ask for ** IM put on hold then a AI comes on and says the number you've dialed is no longer in service. It's the same 2 numbers to contact them for over 9 days now, the SAME number listed on the net as safe link wireless number.

  Business Response

  Date: 12/20/2024

  Dear **** ***********:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 12/12/2024, regarding BBB Case number ******** complaint.
  
  Your complaint states that you did not use your SafeLink phone since it became buggy, and when you decided to reactivate the service, it was not reactivated despite asking assistance from customer service. You were also informed that you were no longer enrolled despite the website displaying your enrollment. In addition, your phone number has been changed.
  
  In our review of your SafeLink account, our records show that you were previously enrolled with SafeLink Lifeline program on 10/31/2019, and has the phone number ending in 2058.However, your enrollment was cancelled on 3/23/2024 due to no usage and redemptions after 45 days. Please note that you must use the ********-supported service at least once every 30 days to avoid enrollment cancellation. This also caused your phone number to be removed from your account. Note that as per Terms and Conditions, once the account is deactivated, your phone may be reactivated with a new number.
  
  Nonetheless, we determined that you reapplied for the Lifeline program on 12/3/2024, and was successfully enrolled on 12/4/2024, with monthly unlimited talk, text and 10 GB of data plus 5 GB of hotspot data. The enrollment is associated with a phone number ending in 7097.
  
  We spoke with you on 12/13/2024 via phone number ************, regarding the status of your account and service concerns. You mentioned that your service did not work despite speaking with multiple representatives, and that it was not until 12/13/2024 when someone was able to resolve the issue. We also confirmed that all the feature s of the phone is already working.
  
  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 *********************

• Initial Complaint

  Date:12/11/2024

  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.

  On November 29th of 2024 respectively , I had switched my wireless telephone service from QLink phone number : *********** over to Safelink wireless service. Safelink for some reason is discriminating me, not listening to me, the Safelink Customer request to keep my old QLink telephone number ************ with Safelink . I do not want to keep this telephone number: ************. I had contacted Safelink a total of 32 telephone calls. They have the worse customer service ever, they are there to give the Customer a hard time and not be able to help and resolve the issue. I am kindly requesting the Better Business Bureau to please, help me solve this issue with Safelink wireless and keep my old telephone number************ . This is a very bad case of discrimination from Safelink to its Customer. Thanks.

  Business Response

  Date: 12/27/2024

  Dear ****** *******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated December 12, 2024, regarding BBB Case number ******** complaints.
  
  Your complaint states that you are switching service provider from Q-Link to SafeLink Wireless and plan to transfer your old number as well. However, SafeLink has not been able to work on your request.
  
  Upon review, you applied for the Lifeline program with SafeLink on 11/12/2024 and got enrolled the next day. However, on 12/18/2024, your Lifeline enrollment was cancelled due to no active SafeLink phone. We found that your ******** enrollment is to use a Bring Your Own Phone (BYOP) and a free BYOP SIM was provided. It was actually a pre-activated SIM card with a newly assigned number.
  
  Please know that a phone number needs to be active with the current service provider 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 spoke with you on 12/14/2024 via phone at ********** and we started the process to port your Q-Link number. Reference number **********. It was found that to complete the transfer a new SIM card must be used. With that, a SIM replacement request was created with reference number **********. As per *** tracking number 1Z85W83R0162222092, the new SIM card was delivered on 12/17/2024. We tried to make a follow-up call via phone at ************ on 12/17/2024 and 12/20/2024 but with no success.
  
  In an in-depth review, on 12/20/2024, it was found that the request to port your old Q-Link number *********** was unsuccessful because number has no active service with Q-Link and cannot be ported over. At the same time, we received an email from you via *********************** stating your request to cancel service immediately.
  
  We do apologize for the inconvenience this concern may have caused you. To continue service with SafeLink Wireless and still receives the free Lifeline benefits, it is a must for you to reapply via SafeLink website (******************************).If you decide to continue with porting your number, please make sure that number has an active service; if not, we can provide a new number for 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 1310491843. 
  
  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: 12/27/2024

   
  Complaint: 22676043
  
  I am rejecting this response because: Safelink had badly discriminated their Safelink Customer . Ignoring the request to port  her old telephone number not only that. Safelink had deceived the Safelink Customer Stating that after verifying the old QLink wireless port number everything went through and all the Safelink Customer needed to be patient for a couple weeks and Safelink will be transferring the wireless service to a tower close to where the Safelink Customers home is.  And also requesting from her to be on the look for her new SIM card.  
  Safelink has been using tactics of deceiving and discrimination on its Safelink Customer  this Business called ******************** needs to be hold accountable for these awful practices.  They have sure inflicted a lots of anxiety on their Safelink Customer.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 01/06/2025

  Dear ****** *******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated December 27, 2024, regarding BBB Case number ******** complaint.
  
  Your complaint states that SafeLink discriminately ignored your request to port your number after stating that it will be processed after verifying the QLink number and you patiently waited for weeks and were on the lookout for the new SIM card.
  
  We do apologize for the inconvenience this concern may have caused you. Please know that we indeed process your port request on 12/13/2024 with reference number **********. However, to complete the process, a new SIM card is needed, and we have to wait for its information to be able to proceed with the port request. The record shows that the new SIM card request was created on 12/14/2024 with reference number **********. As per *** tracking number 1Z85W83R0162222092, your new SIM was delivered on 12/17/2024. Upon trying to complete the port request on 12/20/2024, we found that the number is not in service with the old service provider and cannot be ported over.
  
  We attempted to contact you on 12/30/2024, 1/03/2025, and 1/06/2025 via phone at ********** and email ************************ 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 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 1310491843. 
  
  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:12/11/2024

  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.

  Two weeks ago I called Safelink about a hardware technical problem with my phone. The troubleshooting didn't help with the phone. I was told that I was getting a replacement phone with the same model. I have an Blu 5G phone I paid for. It was in stock when I called. A week later I received a total different phone that isn't 5G. Last week I called Safelink again I was told the right phone will be mailed out. I called this week no phone was shipped out. These agents been lying to me. The agent told me to send back the other phone since I didn't want it and to buy another phone. I'm not buying another phone. I only had this phone for like three months and it comes with an year warranty. The agent said they could only send out one phone and I can't get another. The phone was instock on there website. I want to get the same model as I have paid for before.

  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 11, 2024, regarding BBB Case number ******** complaint.  
  
  Your complaint states that you had a defective phone and returned it for replacement of the same phone model; however, what you received was of a different phone model. You are requesting a replacement phone of the same phone model as your original device.
  
  Upon review, we found a warranty replacement phone ticket ********** created on 11/26/2024; your phone needed a replacement due to phone screen issue. We confirmed the return of the defective device, and a replacement was sent out on 11/27/2024. However, the phone is of a different phone model.
  
  We spoke with you on 12/13/2024, 12/17/204 and 12/23/2024 via phone at ********** and ********** and a prepaid return label request was created for you to return the replacement phone you received. Reference number **********. Our warehouse was able to receive the replacement device back on 12/23/2024 with *** tracking number 1Z6980XX9021542818. We tried to make a follow up call on 12/24/2024 but we were unable to speak with you. Please know that we updated your replacement phone ticket to be able to ship the exact phone to you and we are currently waiting for the availability of the tracking number. Please keep your line of communication open for us to provide updates.
  
  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 1310482315. 
  
  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: 01/02/2025

   
  Complaint: 22671842
  
  I am rejecting this response because: I called safelink on 12/31/24. I was told it would take more time for me to receive my phone. The phone is not even shipped out yet. That they are still processing my return phone. I was told to call back on 1/6/25. It's going to be almost a month dealing with this issue with them. They should of sent the right phone the first time. I'm not closing the case until I get my new phone in my hands.
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 01/10/2025

  Dear ******** ******:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 1/2/2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that your replacement phone request has not been processed yet. You were told that the replacement phone has not been shipped out yet, and that it is almost a month now since this issue started.
  
  Our records show that the replacement phone ticket ID ********** was updated on 12/29/2024, to request the same phone model (Blu View Speed 5G) as you original phone, for the replacement. However, the replacement phone has not been shipped out yet,because the phone model requested is still out of stock. We apologize for any inconvenience this may have caused you. We will make sure to update the ticket and send the replacement phone once it is available in the warehouse.
  
  We spoke with you on 1/6/2024 via phone number ************, and discussed the aforementioned. We submitted an escalation and agreed to contact you for updates.
  
  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 1310482315.
  
  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:12/09/2024

  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.

  i applied a few months with enrollment # ********* and nothing ever happened and i don't know what to do. there's no way to contact this company. i submitted my ******** card but it doesn't have any expiration date and safelink just rejected my application with no further infor. i don't have a tax filing paper or anything else. please tell me what to do to get approved. i gave them all my personal information and they did not help me.

  Business Response

  Date: 12/23/2024

   

  Dear *** *******,  
  
  We have received and reviewed your Better Business Bureau complaint.  
  
  This response is in reference to your correspondence dated December 09, 2024, regarding BBB Case number ******** complaint.  
  
  Your complaint states that your application for Lifeline a few months ago has not been completed. You were unable to contact SafeLink and your application was rejected without any information being provided. 
  
  We apologize for any inconvenience we have caused with the issue. We value customer feedback to support future improvements and to prevent similar issues from occurring in the future. 
  
  In our review, records show that you applied for the Lifeline program through SafeLink Wireless on 10/21/2024 but you were unable to complete the qualifying process through Lifeline, which resulted in your application rejection.  You submitted a new application on 12/10/2024, and it shows that it was approved on the same date and officially enrolled on 12/11/2024. The approved benefits include Unlimited Talk and Text with 10GB/month of free data including 5GB of Hotspot. A FREE Sim card will also be sent to you via **** with tracking number 4202122292612903031358513037424166. 
  
  We have been trying to contact you by phone number ************** since 12/10/2024, but you were unable to answer our calls. Nevertheless, we can see that you were able to contact us back, but we were unable to provide complete assistance as you requested a callback on a different phone number;phone number **************. Further follow-up calls have been made through phone numbers ************** and ************* on 12/11/2024, 12/11/24, 12/13/24, 12/16/24, and on 12/23/2024 but we were no longer able to get hold of you again. 
  
  Furthermore, on 12/17/2024, we received your email response from one of the emails we have sent stating that you already contacted ******** and you are expecting to receive your package on that date or anytime soon. However, we have not heard anything from you since then.  
  
  Please know that we are more than willing to assist you with this concern, and we are doing our best to address it accordingly. Upon checking with ****, it shows that your package has not been delivered yet. Thus, we suggest contacting them directly to track your package. On the other hand, we can see no more issues with your Lifeline application, and you should be able to use the approved benefits as soon as you receive your FREE SIM card. 
  
  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 Resolution Department 
  
  

  
  

  Customer Answer

  Date: 12/24/2024

   
  Complaint: 22661502
  
  I am rejecting this response because:  i received the sim card but it doesn't work with my phone.  i called for help but they couldn't help me. i have a different imei number than what i put in my application.  the employee said they could not reassign the sim card to my different imei.
  
  Sincerely,
  
  *** *******

  Business Response

  Date: 01/03/2025

  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 ******** complaint.
  
  Your follow up complaint states that you received the *** card; however, it would not work with your phone. In addition, you had a different phone IMEI than what you put in your lifeline application, and customer service is not able to assign the *** card to the other device you have.
  
  Records show that you are enrolled in the Lifeline program with SafeLink on 12/11/2024, with monthly benefits of unlimited talk, text and 10 GB of data with 5 GB of hotspot. The Lifeline enrollment is associated with a phone with IMEI number ending in 3013; however, it is currently attached to another phone with IMEI number ending in 3632.
  
  We spoke with you on January 3, 2025,via phone number ************; we discussed the matter with your account and service concerns. We transferred your ******** benefits to another phone per your request. The phone is working properly; however, you requested to use the other phone since the current phone has battery issues. Therefore, we created a ticket to send you a *** card, with reference ticket number **********. Please allow 3-5 business days for the shipment. You also agreed to contact customer service once you receive the *** card, to transfer your number and enrollment to the new phone.
  
  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 1311322816.
  
  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:11/26/2024

  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.

  My name is ***** Le (*****************************************; Contact Number: ************) and I was a Safelink Wireless Subscriber under the Lifeline Program for ******** Recipient, administered by ****************************************. I enrolled in the program with Safelink on October 2, 2024 with Enrollment Number *********. Safelink approved my application and sent out the physical SIM Card to me within a couple days with the preassigned phone number ************. I received the Safelink (Tracfone on ******** SIM card during the week of October 8 and immediately inserted into my phone to use the service.Around November 2, I contacted Safelink and requested to port in a phone number that I own - ************ - into Safelink to replace the preassigned number ************. The Techninal Support Representative at Safelink was very helpful and professional and he collected information from me to process the Port-In. He gave me a projected date that the Port-In will complete of November 7, 2024. On November 6, I received confirmation from the previous carrier that the phone number ************ was successfully released to Safelink per my request.On November 8, 2024, I turned the phone on with the current Safelink SIM Card that was sent to me since first day of service and it registered the new phone number ************ and I thought everything was successful. I, however, discovered that Safelink has intentionally RESTRICTED my service immediately after the old phone number ************ went off service and the new phone number ************ became effective on my account. Meaning: on my phone, if I look into the status screen, it has phone number ************, but IT ABSOLUTELY HAD NO SERVICE BECAUSE SAFELINK WIRELESS HAS INTENTIONALLY RESTRICTED OR DISABLED THE SUITE OF SERVICE FOR MY NEW PHONE NUMBER. Safelink intentionally rejected to verify my identity via my registered e-mail address ****************** so that Safelink could assist me over the phone.

  Customer Answer

  Date: 11/28/2024

  Safelink Refused to Service Me as a Lifeline Subscriber.  Safelink *********************** on My Phone Number and Would Not Verify My Identity via E-Mail Address On File
  
  My name is ***** Le (*****************************************; Contact Number: ************) and I was a Safelink Wireless Subscriber under the Lifeline Program for ******** Recipient, administered by ****************************************. I enrolled in the program with Safelink on October 2, 2024 with Enrollment Number *********. Safelink approved my application and sent out the physical *** Card to me within a couple days with the pre-assigned phone number ************. I received the Safelink (Tracfone on ******** *** card during the week of October 8 and immediately inserted the *** into my phone to use the service.
  
  Around November 2, I contacted Safelink and requested to port in a phone number that I owned - ************ - into Safelink to replace the pre-assigned number ************. The Techninal Support Representative at Safelink was very helpful and professional and he collected information from me to process the Port-In. He gave me a projected date that the Port-In would complete of November 7, 2024. On November 6, I received confirmation from the previous carrier that the phone number ************ was successfully released to Safelink per my request. On November 8, 2024, I turned my unlocked mobile phone on with the current Safelink *** Card that was sent to me since first day of service and it registered the new phone number ************ and I thought the port-in was successful and service was "All GREEN." I, however, discovered that Safelink had intentionally RESTRICTED my service immediately after the old phone number ************ went off service and the new phone number ************ became effective on my Safelink account. Meaning: on my phone, if I looked into the status screen, it had registered phone number ************, but IT ABSOLUTELY HAD NO SERVICE BECAUSE SAFELINK WIRELESS HAD INTENTIONALLY RESTRICTED OR DISABLED THE SUITE OF WIRELESS SERVICES FOR MY NEW PHONE NUMBER. I was not able to make or receive phone calls. I was not able to send out or receive any text messages. And my phone absolutely had no cellular internet data. I immediately contacted Safelink using a different wireless service and phone number, and reported the issue that my new phone number ************ with the current *** Card HAD ABSOLUTELY NO SERVICE: no calls, no texts, and no data throughput capabilities. The **************** Representative understood perfectly that I HAD NO SERVICE but she insisted that she had to verify my identity by sending a verification text message to the phone number that is registered with Safelink, and that was ************, and was with no service because of service restriction. I reminded her that I could not receive any text at this number. She said, as an alternative option, she would send a verification e-mail message to the enrolled e-mail address and that was ******************* I checked my e-mail, including the Spam Folder, and could not find any verification message from her. She assured me that Safelink did not restrict my service; it was simply a technical issue. She connected me to Technical Support for Troubleshooting. Troubleshooting asked me to remove the *** card and insert the current *** card into a different mobile device and see if it would work. Having two unlocked mobile devices that are CDMA/5G compatible, I still could not get an ************** status. The Technical Support Representative recommended that I purchase a replacement *** Card and I needed to speak to the ********** to do so. At the **********, I was then asked to verify my identity and again the representative insisted on sending a verification text to the registered phone number that had service trouble. I again requested to verify through e-mail instead. And she said she would not verify through e-mail. She advised she had to connect me with Enrollment for verification before I can place an order for the replacement *** card. On and on again, at ********************** I was asked to verify my identity. The representative agreed to verification via e-mail address, but again, I DID NOT RECEIVE a verification e-mail at my address. At that point, I realized that Safelink Wireless had refused to service me as a Lifeline Benefit Customer. I advised the representative that I had spent so much time on the phone, with my two working mobile devices, with my computer with telephony service that would enable Safelink to fully troubleshoot the issue but we could not get anything done. I asked her to un-enroll me from Safelink. AND INSTANTLY, I RECEIVED THE E-MAIL MESSAGE CONFIRMING THAT MY SERVICE WITH SAFELINK HAS ENDED. Safelink, however, had collected the full month of service up until December 7, 2024 from the benefit administrator, ****************************************. Safelink Wireless had orchestrated a Wireless Service Troubleshooting Saga over the air while I wanted to get the technical issue resolved quickly so that I could get some rest and get to work. November 8 was a day of distress talking on the phone with four (4) Safelink employees. SAFE BUT DEFINITELY UNSAFE. These employees, doing a *********** Liveshow like this, could have killed an elderly subscriber at Safelink. That was not a joke; it was a day of trauma.
  
  REPORTED TO THE BETTER BUSINESS BUREAU
  
  ***** Le
  
  November 28, 2024

  Customer Answer

  Date: 12/03/2024

  Safelink has contacted me and worked out the issue to my satisfaction.  Please close this case.  Thank you!