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:07/25/2024

  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.

  SafeLink wireless are denying me service and allowing employees to hack into the government phones and share the location making it extremely dangerous. I've been getting terrorized by SafeLink wireless employees.

  Business Response

  Date: 08/07/2024

  Dear *****************************:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 25, 2024, regarding BBB Case number ******** complaint.
  
  Your complaint states that SafeLink Wireless has denied you phone service, phones getting hacked, sharing locations and concerns about customer care.
  
  We apologize for any inconvenience you might have experienced while having the service; however,please know that we value our customers privacy and ensure the safety of their account.
  
  We have reviewed your case and found that you reapplied and got enrolled on the Lifeline program on 4/11/2024.However, on 6/22/2024, your enrollment was transferred to another service provider, leading to the cancellation of your Lifeline enrollment under SafeLink Wireless and the deactivation of the account itself. Based on our records, when you still have Lifeline with SafeLink, the benefits were sent and delivered each month. The usage report of your account also shows that the service was being used. If you want to have your account reactivated with your Lifeline benefits, reapplication is needed. To reapply, please go to the SafeLink website (www.safelinkwireless.com).
  
  We have contacted you via phone number ********** and through e-mail address ************************ on 7/26/2024 and 8/6/2024, but with no success and no response as well from our e-mails. We manage to speak with you on 8/1/2024, but you refuse the assistance and asked for someone else. Another callback was made on 8/05/2024, but you cannot cater us because you were driving. On 8/7/2024, we spoke with you again via phone number ********** at 12:02 PM EST, wherein you mention that you do not want Safelink services anymore. Thus, further assistance is no longer needed.
  
  If you should still require assistance, you can contact ************** enter PIN (1900 or *****. 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 1302308662.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing SafeLink Wireless.
  
  
  Sincerely,
  
  
  Executive *********************

• Initial Complaint

  Date:07/24/2024

  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.

  The customer service has always been bad, they hang up on you if you have issues to be solved. It's not unusual for me to have to call over ten times to get to a person that will listen. Also it's not unusual for it to take an overall time of multiple hours calling them to get any help and that's not ending up with anything solved that's just to talk to a person. My issue here is that I paid 15 dollars for 20 giga bytes of data and only have gotten 10. I called backed and 3 different people at 3 different times told me it was fixed and I have 20gbs now but it's still at 10 gbs.

  Business Response

  Date: 08/02/2024

   Dear *******************:
  

  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 24 2024, regarding BBB case # ********.
  Your complaint states that you have paid for a service plan that has not been fully redeemed. You contacted customer support multiple times but they have not provided a resolution to this matter.
  We reviewed your account and your account it is currently active in our system. you applied for the Affordable Connectivity Program (ACP) on 09/13/2023 and were enrolled on 09/13/2023. You also applied for the Lifeline Program on 07/15/2022 and were enrolled on 07/29/2022 with benefits that include Unlimited Talk and Text with 10GB/month of FREE data including 5GB of ************* Transaction records show that the benefits are attached to the account and being issued every month. Call records show that your phone is being used.
  Our records show you purchased a 20GB Data Add-on on 07/23/2024 but this was not applied to the account.  You received replacements per reference ********** on 07/23/2024 and ********** on 07/24/2023 but these were not the right amount of data.  It is required to speak directly with you to validate account and add the service.
  Please note, TracFone Wireless customer account authentication policy operates under strict security standards to protect the integrity of its customers' information. We cannot process any changes to an account unless you complete the validation protocol required.
  We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future.
  We attempt to contact you multiple times via phone at ************ on 07/25/2024, 07/26/2024, 07/27/2024, 07/30/2024 and 08/02/2024. Emails were sent to ********************* however, we were unable to speak with you.
  If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST.
  Please refer to Email Reference Number ******* or Ticket Number ********** Based upon the foregoing; we will close this matter unless we hear from you.  Thank you for choosing TracFone Wireless.        

  Customer Answer

  Date: 08/02/2024

   
  Complaint: 22039298
  
  I am rejecting this response because: I work during those hours so a scheduled pre-determined time would be more appropriate.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 08/14/2024

  Dear *******************:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 05, 2024, regarding BBB Case number ******** complaint.
  
  Your complaint states that you are working during the hours we call you so a scheduled time for a callback would be better.
  
  Upon review, the account is active and well provisioned on the system. Usage Records also indicate that the phone is working and service is being used. In addition,we have verified that your original complaint regarding the missing 20 GB data add-on has already been resolved; it has been added successfully to the account.
  
  We spoke with today, August 13, 2024 via phone number ************, and discussed the updates on the matter regarding the 20 GB data add-on you purchased. You confirmed it and mentioned that no further assistance is required.
  
  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 1302242401.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing SafeLink Wireless.
  
  
  Sincerely,
  
  
  Executive *********************

  Customer Answer

  Date: 08/14/2024

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

• Initial Complaint

  Date:07/22/2024

  Type:Sales and Advertising 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.

  July 17 2024 went with Safelink/ Trac phone through the lifeline program. Tried getting phone service with them but they don't support E sim phones so i wasn't able to do so. I had transferred my number from original provider. NEVER had service turned on through Safelink. They wont release my old number I had. My enrollment was *********** my application # Q11792-81237

  Business Response

  Date: 07/29/2024

  Dear *********************,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 07/22/2024, regarding BBB case number ********.
  
  Your complaint stated that on July 17, 2024, you tried to use Safelink with the Lifeline benefit; however, Safelink does not support E-sim, thus, you could not use Safelink. You transferred your number from your original provided and as it never worked you are trying to have it back on the original provided; however, you could not.
  
  In reviewing your Safelink account, our records show that you applied for the Lifeline program on 07/15/2024 and you were enrolled on 07/17/2024, now your Lifeline enrollment is inactive since 07/18/2024, because you requested to have it cancelled. We need to speak with you in order to try to reactivate the account and send you the *** or escalate the case if necessary.
  
  Safelink Wireless customer account authentication policy operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated.
  
  We attempted to reach you multiple times via phone at ************ and email was sent to ************************ on 07/23/2024, 07/24/2024, 07/25/2024, 07/26/2024 and 07/29/2024; however, we were unable to speak with you.
  
  For more assistance, you can contact us at ************** enter PIN ****, our agents will be more than happy to assist you from Monday to Sunday, from 9 a.m. to 7 p.m. Est.
  
  Please refer to ticket No. ********** and email reference No. *******.
  
  Based upon the foregoing, we will close this case unless we hear from you.
  
  Thank you for choosing Tracfone Wireless.        
  

• Initial Complaint

  Date:07/21/2024

  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.

  I have contacted this business several times to speak to a Supervisor to no avail. It is as if representatives get in trouble for transferring customers to supervisors. I have also sent emails to try and get in touch with a supervisor. Additionally I am under the impression that all the representatives I have spoken to to date are not in ******* and as I previously stated are told not to transfer calls to supervisors.I am trying to fix my cell service account.I can be reached at *************

  Business Response

  Date: 07/26/2024

  Dear  ******* ***********************,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 21, 2024, regarding BBB Case number ******** complaint.  
          
  **************** complaint state that she have been trying to request to speak with a Supervisor to no avail. This is about her cell service account need to be fixed.
  
  We reviewed ****************** account; it is active and provisioned in the system. The device is VoLTE (Voice over LTE) compatible and is connected to the new standard network. Safelink Wireless strives to provide our customers with a reliable network experience; we know our customers rely it. Balance records show that the minutes redeemed were properly applied, and daily usage reflects that the phone is active and being used.  We looked at how much she used his phone on a daily basis and discovered that he used it relatively. An in-depth review show no records of a restriction placed in **************** account that *** lead to or contribute to service interruptions. 
  
  Fuirthermore, an applications for Lifeline was submitted on June 27,2024, however, tha status of her enrollment was  still in Pending for Qualified on 6/28/2024 due to initial usage is required. With this we need to speak with ************** to futher assist and ask more information on her account.
   
  ******************** customer account authentication policy operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated.
  
  We spoke with **************** today July 25, 2024 via phone number **********, as per conversation,  **************** state that she requested to talk to a supervisor but was told not to transfer calls to supervisors. We informed **************** that we are trained to assist her concern, however, she refused to be assisted.
  
  If **************** should still require assistance, she can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
   Please refer to ticket number 1302121528.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Total Wireless.
  
                                                                                                                                                                        
  Sincerely,
  
  Executive *********************

• Initial Complaint

  Date:07/19/2024

  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.

  Three days ago my internet stopped working and si did my hotspot. I have to have my hotspot for my classes that I take online. Upon contacting them I was told I was out of data. And I needed to purchase a data package. So I did for *****. after that my phone still did not have data or hotspot. So I called them again. And then I was told the data package that was sold to me did not have hotspot. So again I purchased another package of data. And again I had no service so I called again. This time I was told nothing could be done , the system was down and to call back another day. .I can't do my school work again and now I'm broke for all the data I purchased that dident help my issue and I'm fallen another day behind. I want a refund for buying what they told mey problem was but wasn't. I could had done better if had nlnot bought service o dident need.

  Business Response

  Date: 07/30/2024

  Dear ***************************:

  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 19, 2024, regarding BBB case # ********.
  Your complaint states that your data and hotspot services stopped working, you contacted customer support and they informed that you used your high-speed data and you needed to purchase a new plan. However, this did not include hotspot and added a new plan. you are asking for a refund of the plans added.
  In reviewing your SafeLink Wireless account, is active in our system with IMEI ending in 6153. you applied for the Lifeline and Affordable Connectivity Program (ACP) benefit on 10/23/2023 with benefits that include Unlimited Talk and Text with 10GB/month of FREE data including 5GB of ************* Transaction records show that the benefits are attached to the account and being issued every month. Our records show you added a $15 plan on 07/18/2024; however, records show you were refunded on 07/2024 for the plan added. No refund is needed since you have been already refunded.
  We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future.
  We attempt to contact you multiple times via phone at ********** on 07/20/2024, 07/23/2024, 07/24/2024, 07/25/2024 and 07/30/2024. Emails were sent to ******************** however, we were unable to speak with you.
  If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST.
  Please refer to Email Reference Number ******* or Ticket Number ********** Based upon the foregoing; we will close this matter unless we hear from you. 

  Thank you for choosing Safelink Wireless.         

  
  

• Initial Complaint

  Date:07/17/2024

  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.

  They keep turning my sevice off and then when i call to have it fixed they either tell me to re enrol which I did. They turned it bck on and used 2 days turned it off again. They also have hung up on me and then harras me by sending up to 10 or 20 txt bck to bck. In one yr i bet i had to get my phone turned bck on i bet 6 to 7 times if not more. I ask to speak to a supervisor and there response was that they cant do that.

  Business Response

  Date: 07/30/2024

  Dear ***************************:
   
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 17, 2024, regarding BBB Case number ******** complaint.
   
  **************** complaint states about her services with Safelink that they are keeping the phone off and was reactivated with only 2 days. She want her services back on.
   
  Upon review,  account is under ******************** Lifeline. Showed that her old enrollment ID# on the account has been canceled. The old enrollment ID# and the new enrollment ID# had the same account number *********. New enrollment ID# ********* was applied on 7/12/2024 and was canceled on 7/24/2024, due to no active Safelink phone. 
   
  Please be advised, **************** need to re-enroll back to the Safelink website or she can contact the ****************************************** at **************. The documents should be in order to consider a Food Stamps / ******** card valid, both sides of the card should be provided. If an applicant only submits the front of the card, the proof should be rejected. The Free SafeLink Phone option will not be available to all applicants. Its based on their state of residence and the conditions of their qualification. Plans not available will be grayed out. Please know that once the primary benefit is cancelled, any pending application will be automatically unqualified.  
  
  Attempts were made to reach ****************, via contact phone number provided and on her e-mail address ************************* on 7/23/2024, 7/24/2024 and 7/25/2024. But, with no success and no response as well from our e-mails. 
  
  This 7/30/2024, We spoke and as per conversation, she said that her phone is working now and Safelink turn it on. Tried to provide her the information that she needs to re-enroll back to the program, but, insisted that it was resolved. Even though she insisted, we still informed her that if she notice that her phone was not working and that she can call us back anytime to make further assistance.
  
  If **************** should still require assistance, she can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
   
  Please refer to reference Ticket Number 1302122573.
   
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Safelink Wireless.
   
   
  Sincerely,
   
   
   
  Executive *********************

• Initial Complaint

  Date:07/17/2024

  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 ran out of DATA yesterday not knowing that the agent a few days ago issued the WRONG PLAN to my phone.Couldn't look up bus schedules ALL day.Called 611 and got this D#MB C#NT at around 4:15 pm,07/17/24,from my phone # included in this complaint,who started LAUGHING!! then said she wouldn't refund the plan or change it I had to get a new one.I started calling her a ** then said "TRANSFER ME TO THE SUPERVISOR. NOW." She kept laughing SO I LAUGHED BACK AT THE B#TCH BECAUSE SHE WAS ACTING LIKE A COMPLETE RET@RD & KEPT LAUGHING BACK AT HER THEN MIMICKED HER LAUGH. She said "I'm not transferring you to the Supervisor. We can't do that here" which I'm sure is a LIE. CALLED HER A B#TCH & A HO AGAIN. Because she was lying. This idiot. FIRING THE DUMB TW@T IS THE ONLY THING TO DO. I got nothing done for 10 min after entering all my info because texting HELP doesn't really do anything. It tells you to use the website or call. THAT'S COMPLETELY F#CKING DUMB TOO!! I'M CHANGING CARRIERS; ALREADY WAS PLANNING ON IT BEFORE THIS HAPPENED. BUT THIS TW@T RAG OBVIOUSLY WANTS TO LOSE HER SH#T JOB BECAUSE THE **** ACTS LIKE SHE DOESN'T EVEN HAVE ONE. Then I called in directly after that. Different agent had me on the phone about 20 min. Saying he "fixed the plan" but never did. I took out the *** & shut the phone off 5 min. Then turned it back on - nothing changed. ALL BECAUSE YOU CURRENTLY HAVE 2 $20 PLANS with different data & one's an unlimited promotion & the other only has 4GB OF DATA??!! BUT I SPECIFICALLY SAID THE UNLIMITED EVERYTHING PLAN. WITH UNLIMITED DATA. So whoever added the wrong plan should also be FIRED FOR LYING. & THE GUY WHO SAID HE FIXED IT BUT WAS LYING. YOU'RE CALLED "SAFE"LINK??!! & WHY IS THAT??!! I WOULDN'T RECOMMEND THIS COMPANY TO ANYONE IN THE WORLD.You'll have to listen to ALL the recorded calls made to 611 from my number between 4:15 pm & 10:15 pm.Because at around 10 pm I finally reluctantly purchased 20 GB OF DATA.2 "SUPERVISORS" didn't refund/fix plan.

  Business Response

  Date: 07/29/2024

  
  Dear ***************************:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 17, 2024, regarding BBB case # ********.
  
  Your complaint states that the mobile data ran out from your account. You previously purchased and requested the $20 plan for unlimited everything; however, you were provided with the $20 plan with 4GB, you contacted customer support, but they were unable to provide you the required resolution.
  
  In reviewing your account, it had the unlimited talk, text and 4 GB data plan, you previously used the $20 service plan with unlimited talk, text and data. The current purchase was done from system with an agent; however, looking on the system, the plan for unlimited everything is available just for purchase and we could not replace it manually on our system. It was required to speak directly with you and agreed a service plan similar to the one you wanted to obtain.
  
  We attempted to reach you multiple times via phone at ************ and email was sent to ***************** on 07/18/2024, 07/19/2024, 07/21/2024, 07/22/2024 and 07/25/2024; however, we were not able to reach you.
  
  Per our records, the phone number ending in 1650 was transferred to a different service provider on 07/19/2024 per ticket **********.
  
  You replied our last email sent in 07/25/2024 and indicated that you already resolved your concerns.
  
  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.
  
  If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
  Please refer to email reference number ******* Ticket Number 1301870421.  Based upon the foregoing, we will close this matter unless we hear from you. 
  
  Thank you for choosing Tracfone Wireless.
  
  Sincerely,
  
  Tracfone Wireless ****
  
  

  Customer Answer

  Date: 07/29/2024

  The company shouldn't exist because they have the poorest "service" in the world & I was glad to end their pathetic excuse for "carrier" services. I wouldn't contact their supposed "resolution center" because I get the same lack of "service". Both ******** & "Safe" link should be terminated because their agents are obviously paid low enough wages that their lack of education & having no professionalism both don't matter to their supposed "employer". SO I'M DONE W/ THEM. PERIOD. MY BANK WILL BE GIVING ME BACK THE MONEY I SPENT ON NO REAL SERVICE. 

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 22002342
  
  I am rejecting this response because:

  The company shouldn't exist because they have the poorest "service" in the world & I was glad to end their pathetic excuse for "carrier" services. I wouldn't contact their supposed "resolution center" because I get the same lack of "service". Both ******** & "Safe" link should be terminated because their agents are obviously paid low enough wages that their lack of education & having no professionalism both don't matter to their supposed "employer". SO I'M DONE W/ THEM. PERIOD. MY BANK WILL BE GIVING ME BACK THE MONEY I SPENT ON NO REAL SERVICE
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/16/2024

  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 cannot get a supervisor from safe link who have deactivated ,de-enrolled, me ,now these ppl turned on/ off network and o isn't get a new service. These ppl never have supervision ever I cannot get anything done these ppl changed my personal info as ifon the phone hang up and this one is pushing buttons when is this going to end? All complaints should have these companies destroyed bc as I see it's many problems, data breaches , blacklisted this is horrific and allowed only in *** ? Complaints complaints.tge acpprogram was not consumers we turn applications the phobe companies give to other than consumers on fixed income as I know one making ******* and gets acp but these mf de-enrolled me from acp and lifeline . I never used the service for an entire as these ppl turned off and on phone and the network

  Customer Answer

  Date: 07/17/2024

  I need a supervisor for safelink that seem to never have manager or supervision. This why my info was changed.

  Business Response

  Date: 07/24/2024

  Dear ***************************
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 16, 2024, regarding BBB case # ******** complaint.
  
  Your complaint states that your service with Safelink Wireless has been discontinued when you did not request for it; that being said, your phone service has been affected and you were not able to use it properly. Furthermore, you are requesting that you would like to have the network back with the intention to use the service with new service company.
  
  Upon research; we were able to find that you have applied previously for Lifeline Program as primary benefit along with Affordable Connectivity Program (ACP) on 04/29/24 with 350 free minutes; unlimited texts with 4.5 GB of internet service; however it has been deemed cancelled on 05/07/24 as customer request owing to being unsatisfied with the service. 
  
  In depth review of the records; it is shown that you have applied on 05/07/24 for Lifeline Benefits that include Unlimited Talk, Unlimited Text with 10 GB of hotspot data owing to transferring the services with another service provider.
  
  Please note that, a customer may transfer their 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 and/or ACP 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.
  
  Additionally, the phone number subject of complaint, currently shows that it has been transferred out to ******** on 06/11/24 and currently the device that was attached to it is no  longer in service.  As a resolution; we would advise to re-apply at www.safelink.com.  National Verifier: Assistance: **************. The support center is open 7 days a week, from 9:00 a.m. to 9:00 p.m. EST. It might take 7 to 10 business days for the process to be completed.
  
  Taking this into account; it would be best to speak with you over the phone in order to clarify the information and provide you the assistance if a new enrollment is requested.
  
  We attempted to contact you over the phone at ************ on 07/17/24; 07/19/24; 07/20/24; 07/21/24 and 07/24/24 and e-mails were sent at ********************* in spite of receiving an answer from you by e-mail on 07/17/24; we were not able to speak successfully about the matter.
  
  We appreciate your feedback regarding your negative customer service experience. We value customer feedback to support future improvements. We would like to apologize for any inconvenience you may have experienced with Safelink Wireless 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.
  
  If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
  Please refer to **********. Based upon the foregoing; we will close this matter unless we hear from you. Thank you for choosing Safelink Wireless.
  
  Sincerely,
  Tracfone Wireless Inc  
  

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 21996706
  
  I am rejecting this response because: they are not truthful the service was 4/17/24,  phone they attempted to call was my number to be transferred they are lying it was never assurance wireless / safelink had it I called them no response, emailed  I filed bc they did not provide service for safelink/ trac phone service. I want the network unlock since it should be after 60 days it's been months.they cancelled my service when I had it 6 times deactivated 2 I  did not request anything I can't believe these ppl we as citizens telling you ppl bbb about the scams ,how they phone ** destroyed acp we have nothing but an application we have no more say once turned in so all the phone ** destroyed acp for all these **nsumers.and it's allowed? Mortified. I want to use phone it's **mpatability with other services . These ppl have another number and they had the phone number ********** that was to be switched they took my number kept service until I called then turn off service to my number that was supposed to be transferred they did not. This is disturbing all the madness in *** with these ppl other other ends of these phones can't speak read or write this is why I'm cleaning up a mess these ppl creasted. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/16/2024

  Dear ***************************:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 06, 2024, regarding BBB Case number ******** complaint.
  
  Your complaint states that you did not get the service with SafeLink as it has been cancelled multiple times. You are asking to unlock your phone. In addition, you mentioned that your phone number was not transferred.
  
  Please note that, a customer may transfer their 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. 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.
  
  Upon review, your latest Lifeline application on 5/7/2024 got enrolled on 5/23/2024.However, it was cancelled on 6/11/2024 after you requested to transfer your benefits to a different service provider. If you would like to continue receiving the benefits, you can reapply online at www.safelink.com, or by contacting customer service.
  
  On the other hand, our records indicate that your request to transfer your phone number was successfully processed in our end on 6/11/2024, with port-out reference number **********. If you have issues with not being able to use the phone number, please contact your new service provider so an investigation can be conducted on both service providers.
  
  Lastly,regarding your request to unlock your phone, our records show that your phone is already eligible for unlocking. Please turn the device OFF and back ON to start the unlocking process. This process may take couple of hours.
  
  We attempted to contact you multiple times today, August 15, 2024, via phone number ************ and email ********************* to discuss the status of your account and service concerns. However, we were unable to reach you.  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 1298574562.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Safelink Wireless.
  
  
  Sincerely,
  
  
  Executive *********************

• Initial Complaint

  Date:07/12/2024

  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.

  My service for acp /lifeline gets cancelled without notice and talking to your reps is pathetic. My free service doesnt expire yet. So why do you making me fill out a new application?

  Business Response

  Date: 07/23/2024

  Dear *******************,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 07/12/2024, regarding BBB case number ********.
  
  Your complaint stated that your service for the Affordable Connectivity Program (ACP) and Lifeline was cancelled without any previous notice despite of the fact that it shouldve not expired yet, thus, you dont understand why you are being told to fill a new application.
  
  In reviewing your Safelink account it is active with the **** ending in 9097. you applied for the Affordable Connectivity Program (ACP) on 12/06/2023 and you were enrolled on 12/09/2023, later on, you applied for the Lifeline program on 07/12/2024 but this application it has being on hold status since its expedition. Call records show that the phone is being used; nevertheless, as customer you are qualified for Lifeline already we need work on the account and speak with you in order for the application not to remain on hold status and the benefit to be activated.
  
  We attempted to reach you multiple times via phone at ************ and email was sent to ***************** on 07/15/2024, 07/16/2024, 07/18/2024, 07/19/2024 and 07/22/2024; however, we were unable to speak with you.
  
  For more assistance, you can contact us at ************** enter PIN ****, our agents will be more than happy to assist you from Monday to Sunday, from 9 a.m. to 7 p.m. Est.
  
  Please refer to ticket No. ********** and email reference No. *******.
  
  Based upon the foregoing, we will close this case unless we hear from you.
  
  Thank you for choosing Tracfone Wireless.        
  

• Initial Complaint

  Date:07/07/2024

  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.

  I've been trying to get my safelink wireless application approved for weeks. I submitted all documentation online, as requsted. When I called to check on the status, they initially sent me to the state of California lifeline number. Then when they said they have never received an application from Safelink, the safelink supervisor was very rude to me on the phone and said all I could do was send my SSN and income details again and wait. Now my application shows "Rejected Source: Administrative"I just need to get help to get my application approved.

  Business Response

  Date: 07/23/2024

  Dear ***********************, 
   
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 7, 2024, regarding BBB Case number ******** complaint.  
          
  ****************** complaint states that  he was trying to get his application approved for weeks. ************** added that he already submitted the needed documents, but still unsuccessful. 
   
  We searched our system using ************** complete name, email address and phone number provided in the complaint; but we were not able to pull up an active account. Meanwhile, Mr. applied in Lifeline plus Affordable Connectivity Program (ACP) with Safelink Wireless on 5/16/2024, but it was rejected on 7/01/2024. Moreover, California Lifeline Administrator rejected the application due to insufficient qualification documents until the allotted grace ****** (45 days) of inactivity from the enrollment elapsed. With this, we need to speak with ************** to provide further assistance. 
   
  We spoke with ************** on July 22, 2024 at ************. As per our conversation, he confirmed that he does not have an active account with **********************. Thus, we discussed the status of his enrollment and advised to re-apply in the Lifeline program. He acknowledged the information provided and agreed. 
   
   
  If ************** should still require assistance, he can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
   
   
  Please refer to ticket number 1301496050. 
   
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing SafeLink Wireless 
                                                                                                                                                                        
  Sincerely, 
  Executive Resolution Department