Business Profile

Cell Phone Supplies

Safelink Wireless

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

834 total complaints in the last 3 years.
154 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:04/26/2024
Type:Billing 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.
I keep telling them to close/deactivate my account and delete my info or whatever they can delete. I want to terminate my service and my account with them. I want to end Lifeline and ACP enrollment with them. They won't do any of this
Business Response
Date: 05/06/2024
Dear *************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated April 27, 2024, regarding BBB case # ******** complaint.
Your complaint states that you would like to cancel your Lifeline and Affordable Connectivity Program (***) enrollment.

In our review, your SafeLink account is inactive. You applied for Lifeline and *** benefits on 12/03/2023 and were enrolled on 12/06/2023. Based on your enrollment history, you requested that your account be deactivated on 04/20/2024. The account was de-enrolled on the same date as per your request. Lifeline and *** benefits are only credited to an account if it is active when the benefits are released.

Please be advised that the *** is no longer taking new enrollment owing to financial depletion. This will no longer be offered until funding for the program is secured to enable additional enrollment. However, those who are currently enrolled in the *** will continue to receive benefits until April 2024. For new customers who applied after February 7th, the application will be "on hold" and unless Congress approves additional funding for the *** program, the application will be automatically cancelled within 45 days. Consumers may petition Congress to approve the *** Appropriation Bills in the House and Senate by visiting *************************************. You need to re-apply for Lifeline only program via www.safelink.com in order to reinstate the service if you would like to.

We attempted to contact you via phone at ************ and email was sent to ********************** on 04/29/2024, 04/30/2024, 05/01/2024, 05/02/2024 and 05/06/2024. Despite of not being able to speak with you, you confirmed that the issue has been resolved via email.

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 1297176538. Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing SafeLink Wireless.

Customer Answer
Date: 05/10/2024

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:04/19/2024
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.
They dropped me from the program, they never informed me I was dropped from the program, and never explained why I was dropped from the program, and I need the phone and services. I also qualify and have been using the services.
Business Response
Date: 04/29/2024
Dear *********************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated April 20, 2024, regarding BBB case # ******** complaint.
Your complaint states that your enrollments were disconnected, and you did not receive a prior notification or explanation.

We reviewed your account which reflects your Affordable Connectivity Program (ACP) cancelled on 11/06/2023 and Lifeline benefit cancelled on 04/18/2024, because records indicate that the benefits were transferred to another service provider as per your request. Due to the cancellation of Lifeline and ACP benefits, your service ended on 04/18/2024.

A customer may transfer his or her Lifeline or ACP 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 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.

If you wish to have service with SafeLink, you will need to re-apply via our website at wwwsafelink.com. On the other hand, if you wish to transfer your benefits back to your previous provider; you must contact the company directly and apply.

We successfully spoke with you via phone at ************ on 4/29/2024; we discussed the abovementioned and you notified us that the new provider is True Connect and you would contact them to verify if you could return the phone the sent to you and transfer the service back to us if needed. You mentioned that no additional assistance was required.

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 1296768616. Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing SafeLink Wireless.
Initial Complaint
Date:04/18/2024
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.
Problems nonstop with the service and they keep shutting down my phone I'm a disabled person who every 2 days I have to call safelink wireless to get my service working once again I have a ******* galaxy a42 and they already sent me a new sim card to use and I am still having problems and if they have to replace my phone I'm going to need equal if not better for my troubles every 2 days now for months I been calling them
Business Response
Date: 04/29/2024
Dear *****************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 04/18/2024, regarding BBB Case number ******** complaint.

Your complaint states that problems would not cease with your telephone as SafeLink Wireless will keep disconnecting your service. You alleged that despite you contacted support team and had your SIM card device changed, the issue remained. You would like to have the impasse fixed.

In reviewing your account with IMEI ending in 9496, to date, it is active in our service. Based on the usage records we reviewed for the last 30 days of service, it does appear that intermittency occurred.

Please note that within coverage areas, there *** be significant limitations or interruptions in coverage that *** impact service and result in dropped and blocked connections, slower mobile web service and data speeds or no mobile web service 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 his proximity to buildings, foliage and other obstructions, weather and other conditions.

It is required to speak with you and perform further troubleshooting steps to determine the reason why the service issue was generated; thus, we can find a suitable outcome for the matter to be concluded.

We successfully spoke with you via phone at ************ on 04/25/24 and we determined plausible to issue a replacement phone aiming to support you to clear the service impasse concern. We agreed to continue in contact upon tracking number generation. Refer to ticket No.1296960470.

Upon reviewing the replacement request we processed, we were informed that the device in discussion is out of stock. Kindly note that as per stated in our Terms & Conditions; Tracfone ***, in its sole discretion, replace the product with a different but comparable product if the same exact product is not available.

Furthermore, we attempted to contact you via phone aiming to inquire about the possibility of sending a comparable phone and e-mail was sent to ******************* on 04/27/24; however, we were unable to speak with you and you have not responded to our e-mails.

If further assistance is required, feel free to 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 email reference number ******* or 1296607745.

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

Thank you for choosing Tracfone Wireless.
Customer Answer
Date: 04/29/2024

Complaint: 21593007

I am rejecting this response because:
They been lieing to you me and everyone they said they emailed me but didn't I just gave them my email today when I called the company to see if there was a tracking number and they told me they are replacing my phone with one that is comparable to the one I had that is broke and instead they are replacing it with a much lower end phone so can we plz review the screenshot that even shows how my number is not even in there system like can we plz just get my account back on track and working properly seeing how I am disabled and have breathing issues and about a month ago I was rushed to a hospital for carbon monoxide poisoning due to a fire that when I called 911 my phone was not working properly cause if it was maybe me and my family would not have lost everything that we owned this is starting to very redundant and pitifully I just need my phone to work correctly and on a regular basis in case of a emergency or if I have to call my doctor

Sincerely,
*****************************
Business Response
Date: 05/07/2024
Dear *****************************,

We do apologize. Your replacement device has been successfully delivered and is currently active with the phone number ending in 6637.
************** is not satisfied with the new making model that was received and is requesting the original making model ******* 426 galaxy A42.
On May 7th, 2024, we processed the correct making model to be sent with warranty exchange ticket number 1297669877.
The system indicates that your ACP enrollment is canceled on April 16, 2024.
To reinstate your services, you will need to reapply to www.safelink.com.
Based upon the foregoing, we will close this matter unless we hear from you.

Thank you for choosing Tracfone Wireless.

Sincerely,

*************************
Tracfone Wireless,Inc.
BBB Specialist
Initial Complaint
Date:04/16/2024
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.
Date:4/16/2024. I went to use my phone this am (10am) it stated your phone has been deactivated. Unable to call I contacted Safelink on line as they are the ones who deactivated my phone. Note at first they wanted me to buy more minutes I said no. I have safe link program and I have minutes. Note this went round & round 3agents Who said there was no account I said that's impossible it's the middle of the month I get my minutes with in the first two days of the month. They refused to help kept stating call I said I couldn't as they deactivated the ************* are no paid phones here anymore. Agents all the same no help I said there must be another option as you deactivated the phone. Nothing but run around So now I am disabled have no working phone but according to their own **************** I have ******* minutes, unlimited SMS, 5.4 GB on my account . Which they claim doesn't exist.. Now I'm sitting here without any phone or way to get weather and we are having severe weather move in. This is outrageous for too long Safe link ******** have been getting away with awful business practices. I did file a complaint FCC/FTC.I think legal action should be taken. Note a bigger joke they offered to call back but refused to reactivate my phone. Outrageous! How do they think people are going to be able to answer when the phone is deactivated by them . They need to lose this contract. Hopefully you others and congress will deal with this as this is a recurring problem A nightmare
Customer Answer
Date: 04/17/2024
Note I still have no phone. Communication with several; Safe link reps ****** ************** ? ******* ineffective. They state my phone was deactivated for non use not true My phone keeps track of all calls in 2024 Feb I made >67 calls, March >55 calls, so far this April .28 calls. My phone gives dates and times. I told them that information They argued and said no not used. They then tried to blame it on the state of WI. that too was not true. This corrupt company, by their own documentation owe me 1836 minutes, unlimited SMS,5.4GB. They requested I buy more minutes. I refused as you can see I have minutes. Presumably they would reactivate the phone then who knows. They refused to reactivate my phone presumably because I wouldn't make a purchase Note it's interesting how they will reactivate my phone if I buy more minutes but refuse to reactivate my phone when they owe me minutes. Note they said I had I had to reapply guess not if I purchase minutes. I'm not even due for renewal. I went to reapply National site - everything OK. I go to safe link and they block me. I want what's owed to me (my1836 minutes which by the way they are draining down and they were paid for) I want compensation for hours spent dealing with their malicious activity and false business practice.
Customer Answer
Date: 04/17/2024
An update as I am disabled I was forced to buy more minutes despite having over 1000 minutes on my Lifeline for the month of April. I want reimbursement for those minutes. The minutes were bought via a CC so there is proof of purchase. I did contact ******* who the safe-link company falls under. I have been unable to carry complaint out further but will continue with attempts.Thank you
Customer Answer
Date: 04/17/2024
Additionally. I contacted SafeLink ************ 16'43 sec Spoke with someone transferred to another person to help re enrolment. Not effective asked for a supervisor no. She insisted I didn't have application I gave her National verification number and eligible . She said no we went round and round I called lifeline assistance #************** Spoke with ***** She verified I am open and eligible my address is correct . Did remind me there are other providers of lifeline . Note when I spoke to Safe link they continue to insist I didn't make phone calls and that was why I was deactivated I again reiterated that I have proof I made enough phone calls and verified through verification system Eligibility- again she stated no. I also verified my address hadn't changed in over 12 years and I've had life line for years. Totally ineffective. Please note I have filed a complaint with you and also FCC and ******* still pending. I spoke with the state of WI who didn't send info to deactivate as SafeLink claimed times 1 earlier. I'm sure more updates will be forth coming. Thank you.
Customer Answer
Date: 04/17/2024
I have attempted to fix problem with safe link again to no avail. I was speaking with a ********* re problems re enrolling. I was able to get through they fixed address issue (way to late) but your choices are changed. You have to sign over your ACP. I had ACP through another company. I only want cell phone service lifeline thru safe link. However my option is to sign over my ACP ex.in one paragraph you sign over - in another it says you don't have to, but the one that you sign up for says your signing it over to Safe link the other option is a cut from 1000 minutes to only 350 minutes a month., This is very deceptive even hard to explain. I guess in a nut shell if you read the one part you don't have to approve by signature, it states you don't have to give up your ACP provider, but In the one you have to give your signature to, it states you are giving up your provider and switching it to safe link. I talked again to a person who called me back from ************ She told me everything was fixed but I hadn't even picked a plan. There's a problem with the options and wording permissions. I told her I didn't want to turn over my ACP to Safe Link as it's ending at the end of April and don't need more issues. I told her I was given two choices that said I had to give up ACP ,if I did I would have unlimited talk minutes & text , or if I don't turn over my ACP to Safe link and I will only get 350 minutes a month that's a cut from 1000 a month. A loss of 650 minutes. That's a lot especially if you are dealing with clinics, SSA etc. They still owe me minutes. This is wrong. I recalled ********* *************) and left a message at 17:12 she is to call back in 10 minutes. No return phone call it's been over two hrs. The situation remains unresolved.
Someone please do something about this company. I tried, to no avail for the last day and half. Please note I still can't transfer info to you but I've kept information via pics, text etc. Thank you
Customer Answer
Date: 04/19/2024
Note it is now Fri. April 19th 2024. I never heard back from ********. I last spoke to SafeLink a 4/18/2024 and was informed as stated above everything was set OK and application done. Today at13:55 I received a call from "Revalita"************. She stated she was calling re complaint with BBB. I went through what I listed above to the BBB. That Safe link unlaw. deactivated my phone and I still have minutes owed me. I also told her the issue re address was fixed. I told her I only needed to pick a plan per ***** at verification and Safe link. I also told her I wasn't sure I wanted to go with safe link re all the problems. She said no your cancelled. You need to reapply. I told her no, I talked to ***** at verification and only thing left for me to do was pick a company plan same thing was told to me by Safe link person I talked too. She said I can't see that. I told her others could - that this was an issue with Safelink She insisted no I have to reapply. This went on for 9 minutes 32 seconds. I had to let her go . She was just burning minutes and time. Nothing is getting resolved. I did tell her that they still owe me minutes. I currently am still using my phone card I purchased.
Business Response
Date: 04/22/2024
Dear ***********************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated April 17, 2024, regarding BBB Case number ******** complaint.

****************** complaint states that her phone got deactivated on 4/16/2024. When she called SafeLink she was asked to purchase minutes to her phone when she is in Lifeline program.

As reviewed, ****************** account is active as she reactivated the phone by purchasing a service plan on 4/17/2024. Moreover, ************** initially applied for Lifeline on 06/18/2014 and got enrolled on 06/23/2014 with benefits of ***** FREE monthly minutes & unlimited texts with 4.5GB/month of FREE data. Records indicate that has recertified every year to keep the benefits. However, the benefits were cancelled on 04/16/2024 du to non-usage for 30 days, but records show that phone hs been used for calls, texts and data. As we check further, we found out that the benefits were not attached to the account as the enrollment button in the system is greyed out which is why the account was deactivated for Non usage. We check in the transaction history of the account, but we could not find any activates that *** cause the issue. We apologize for the inconvenience this has caused **************.

We spoke with ************** on April 19, 2024, at **********. As per conversation, she discussed her concern about why she is being de enrolled from Lifeline when she has been using her phone. We apologized with her, and we attempted to reenroll her to the program, but she refused our assistance and insisted that she spoke with someone already and have her issue taken care of, but as we check in the system there is no new enrollment application for her. We informed her regarding this, but she mentioned that she will transfer service to another provider.

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

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

Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing Tracfone Wireless.


Sincerely,

Executive Resolution Department
Initial Complaint
Date:04/13/2024
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 received a SafeLink phone and sim card pursuant to ACP Program,Code,Rule/Regulation. The sim card arrived "INOPERABLE" I am able to complete calls however, texts and data are u! reliable. Of the reps whom I spoke with, all informed me that I need a New Sim, (This information I was already aware of, (I too am educated in the particular field. And every one of the people I spoke with, despite what I said to them, they all said that I had to purchase a replacement. I'm sure that I shouldn't Be financially responsible for something that's supposed to work correctly when I received it. As I am confident that you already know, ACP (AFFORDABLE CONNECTIVITY PROGRAM is a UNITED STATE'S GOVERNMENT Funded program and I not required to pay for the Service. If after the conclusion of this complaint there's no mutually agreed upon resolution I need to be assured that the Government is refunded. Thank you.
Business Response
Date: 04/29/2024
April 28, 2024

Federal Communications Commission
Consumer & Governmental Affairs Bureau
Consumer Inquiries & Complaints Division

Re: ************************;
Your File No. 21572554

Dear Sir or Madam:

This letter is in response to your correspondence dated April 14, 2024, regarding the above consumer complaint.

******************** complaint states that he received his SafeLink phone, but the sim card was inoperable and text message feature and data are not working.

Upon review, we have found an account using ******************** email through SafeLink that has been cancelled due to GDP transfer out. We have found out that the Lifeline enrollment ********* attached on the account shows as rejected in vault and the *** enrollment ********* has been cancelled due to GDP transfer out. We need to speak with him to verify the correct account and to provide him information regarding his enrollment and account status.

We attempted to contact **************** multiple times last 04/19/2024, 04/22/2024, 04/23/2024, 04/24/2024 and today, 04/28/2024 around 12:17 PM EST via phone number ********** but all to no avail. However, we left a voicemail message.

Based upon the foregoing, we will close this matter unless we hear from you. Please contact me if you require additional information or have any questions. Thank you.
Sincerely,

SAFLINK Wireless, Inc.

Soraya Decade
Legal Analyst
Initial Complaint
Date:04/10/2024
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 made several phone calls to these company so that they can fix the data problem I have had several tickets placed because of the device they sent me I stopped working all of a sudden I've had several tickets place because they turned my phone off but allowed me to still receive text messages which is dumb I've sat there and paid actual money that I had to take from a light bill to try to keep my phone on so that I can take care of the rest of my business and have employers call me they turned my phone off and gave me remarkable data I've called everyday this week and spoke to a different person just for them to tell me that there's nothing wrong with my phone or that I've used all of my data when I haven't been able to use data I can't even connect to Wi-Fi because they're trying to get me to pay more money for something I am supposed to be receiving free because of the benefits I keep telling them that I have tickets that have not been closed and all they can do is say hang up and call us back on another device I literally just got off the phone with the and they said give them the rest of today to fix the problem as they have already submitted a ticket for today and can't do anything else they refuse to transfer us to the managers because the managers don't know what they're doing either and genuinely don't care I strongly ask that whoever is the founder of this company stop taking the cheap route and hiring third world Nationals to take care of American citizens when there are thousands of Americans needing employment right here in the states but are being overlooked because companies was much rather pay cheaply they pay appropriately for employees or proper customer service might I add there's no point in trying to call a corporate number because there is no corporate number safe link track phone and by this case ******* needs to be shut down they are causing the American public much more harm than they are helping
Business Response
Date: 04/22/2024
Dear ***************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated April 10, 2024, regarding BBB case # ******** complaint.

Your complaint states that your phone is presenting mobile data issues, you have called multiple times to fix the network difficulties; however, a resolution has not been provided. You indicate that you have several tickets created regarding this matter; however, they have not been resolved.

We reviewed your account, and our records show that you applied for the Lifeline and Affordable Connectivity Program (ACP) program on 12/27/2022 and was enrolled on 01/10/2023 with the plan that included unlimited talk, text and mobile data, now your ACP enrollment is inactive since 01/17/2024, because records indicate that the benefits were transferred to another service provider per your request.

Please note that a customer may transfer his or her ACP benefits to another participating provider once per service month. The National Lifeline Accountability Database (****) requires the customer's express consent before each Lifeline and 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.

This caused that your account just received Lifeline benefits which provide you with 350 free monthly minutes, unlimited texts and 4.5GB per month of free data. Balance records show that they were consumed in its totality (excluding text messages); therefore, it is required for you to wait until the next refill date to be able to receive the mobile data again.

Our records indicate that you reapplied for service with SafeLink Wireless via our website on 04/02/2024 for ACP benefits. Nonetheless, the application has not been approved for the **** yet. Without their approval, the benefits cannot be applied on the account. It is imperative that you contact them directly to determine if all the documentation provided is correct or if it's required to updated it to be approved.

We attempted to reach you via phone at ************ and email was sent to ******************************* on 04/15/2024; however, we were not able to reach you. You have replied to our email and provided a different contact number.

However, we attempted to reach you via phone at ************ and email was sent to ******************************* on 04/16/2024; however, we were not able to reach you via call. We informed you via email the steps and the **** contact number for you to be able to complete the request appropriately.

We contacted you on 04/17/2024 via phone number ************; you indicated that you were going to follow the instructions and requested a call back the same day to review the account status. We called you at the requested time via same phone number; nevertheless, we were unable to reach you, email was sent to *******************************.

We attempted to reach you via phone at ************ and email was sent to ******************************* on 04/18/2024 and 04/22/2024; however, we were not able to reach 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 ******* Ticket Number 1296362880. Based upon the foregoing, we will close this matter unless we hear from you.

Thank you for choosing SafeLink Wireless.
Sincerely,

Tracfone Wireless Inc.
Initial Complaint
Date:04/09/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was approved on March 24th 2024 for their service my ACP credit was then transferred from Spectrum internet to TracFone SafeLink wireless they told me 7 to 10 business days I would have an email and a phone would be shipped to me with the phone service. They did not send the confirmation email they did not send a phone and when I called them they told me yes I was qualified and approved but there must be a system error since a phone was not sent and there was nothing we could do except wait even more that's been over 14 days and they've already received ACP funds for the service while I am not getting a device or phone service from them the representative they're also told me she is the highest and there is nobody else above her I can speak to and there's nothing else they can do and all I am asking is that they provide what was promised or they need to refund that money back to the government and they need to be reported for fraud because they get people's private information like Social security numbers and they get all that personal information and data then they collect people's ACP money and they're not providing the phone and the service that is fraud
Business Response
Date: 04/23/2024
Dear *******************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 04/09/2024, regarding BBB Case number ******** complaint.

Your complaint states that on March 24th, 2024, you were approved for the Affordable Connectivity Program (ACP) benefits after you transferred the aforementioned from Spectrum Internet to SafeLink Wireless. You were told to wait up to 7-10 business days for a new phone to be shipped to your end along with the telephone service; however, you have not received any type of updates regarding the matter.

Lifeline Shipment reference Ticket No.1296210777 can confirm that a device delivery request was created on 04/12/2024. Please be advised that shipment processes take up to 7-10 business days.

We successfully spoke with you via phone at ************ on 04/15/24 and we agreed to continue in contact upon tracking number generation.

USPS tracking number ********************************** can confirm that the device in discussion was successfully delivered on April 20, 2024, in ******* ** 29571.

We have since contacted you via phone on 04/22/24 and you confirmed both receiving the device and its correct functionality. Later on, you requested not to be contacted any further regarding the matter as your concern was addressed.

If further assistance is required, feel free to 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 email reference number ******* or 1296359129.

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

Thank you for choosing SafeLink Wireless.
Customer Answer
Date: 04/23/2024

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.My complaint with TracFone SafeLink wireless has been resolved by the company. They did finally respond and provide service. Thank you

Sincerely,

*******************
Initial Complaint
Date:04/08/2024
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 signed up for safelink cell phone service on or around March the 25th of this year 2024 and received a confirmation email of my enrollment and received my phone later than advised; on the 5th business day rather 1 to 3 business days. Upon activating service, I requested my former number from another company ********** be ported to safelink. I spoke to a gentleman at customer service who after obtaining information from me advised it would take 24 hours to be active. After my phone was not active for more than 36 hours, I called customer service back and was advised by a lady that the process had not been initiated or processed correctly. The lady initiated and completed the process and confirmed my phone was working. Two days later, I sent a text to my spouse and she received the text from my phone with a different phone number displayed ***********) rather than my correct phone number (**********); but when i called her, my correct phone number was displayed. I tried with a friends and the same happened. Upon calling safelink customer service, talking to ******************** customer service representatives, technical team support, and managers, no one could advise me where the incorrect ******* number originated from or why it was associated to my account or how the text messaging issue I was experiencing could be resolved; apart from being told they had reset my voice and data services and to turn off my phone and wait for 10 minutes, then call back I was still experiencing the same issue; even though I had been on the phone for a couple of hours before with no resolution!. A day ago I spoke to a manager who also could not resolve my issue. Upon requesting the safelink corporate phone number for more assistance, I was provided with a phone number that I could not reach anyone even the operator. I called today and was advised by customer service that they could not provide the corporate phone number or email address. I need help in being able to call and text and having my phone number being displayed correctly to the receiver; to make communication efficient and possible.
Business Response
Date: 04/23/2024
Dear *********************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated April 9, 2024, regarding BBB Case number ******** complaint.

****************** complaint states that he signed up SafeLink Wireless cellphone service around March 25, 2024, and have his phone number from another company ported to SafeLink Wireless. He mentioned that he was told that the process will take 24 hours to activate. However, after 36 hours, the phone was still inactive. Thus, he called SafeLink Wireless, and he was told that the process was not initiated or processed correctly. Therefore, the lady who assisted him completed the process and got the phone working. He added that two days later, he sent a message to his spouse, and they noticed that another number displayed on his spouse' phone upon receiving his text. *****, he tried to send texts to his friends and the same thing happened. However, when he called them, it will display his correct phone number.

Upon review, ****************** account is active and provisioned in our system. However, the incorrect phone number that will display upon sending text message to other numbers is not active in our system. Also, we were able to see that his caller ID is provisioned in our system. Moreover, ************** applied both Lifeline and Affordable Connectivity Program from SafeLink Wireless on 3/25/2024 and both were approved on 3/27/2024, with the benefits of Unlimited Talk, Text & Data and up to 10GB of ************* With this, we need to speak with ************** to address this matter accordingly.

We contacted ************** on 4/16/2024, 4/17/2024, 4/18/2024, 4/19/2024, 4/22/2024 on the phone numbers *********************7, but with no success. We also sent him e-mails at ************************ but we got no response from him.

Furthermore, we can assist ************** to troubleshoot the device to fix the issue. Also, we can refer this situation to the network specialist for further assistance. In addition, we can provide him the steps to save his correct phone number to the other phones' contact information. However, we need to be on the phone to provide the said assistance, but we are still waiting for his response.

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 KANA reference number ******* or Ticket Number 1296431419.

Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing ******* Family Mobile.

Sincerely,

Executive Resolution Department
Initial Complaint
Date:04/06/2024
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.
Initially I received SafeLink card that would not work with my phone. I sat on phone with customer support to troubleshoot phone for over 6 hours with different representatives giving me the same inaccurate information. I went two weeks with a phone with no data until eventually going online and fixing the issues myself after research. Then my ACP got transferred and upon trying to transfer back, the credit was canceled due to SafeLink telling me to cancel the enrollment with another provider. Then I decided to just switch to a different provider because Everytime you call SafeLink it takes an act of God to get through the prompts to finally get a representative on the phone that has no clue what to do to solve anything! They always end up transferring me, I sit in the phone on hold for hours to get the same useless information that doesn't solve the problem it's like they don't understand English. Then when I decided to transfer they had the number locked and it took me forever to get my account number and they insist the only way to get a transfer pin is to have it text to the to the phone with an active account with a positive balance which means if you want to transfer lifeline you are screwed. I have sat on phone multiple times multiple hours to not get the number transfer pin and every time you do speak to an agent of SafeLink they give you conflicting policy information and can never agree with other members of their customer support. ********************** is clearly a horrible company to get service from - worst I ever experienced. I will never use their service again. Their company is ran like a 3 ring circus , their representatives rude and not knowledgeable, they are not helpful, their solutions contradict each other, you have to wait forever on hold. Just complete waste of time energy and effort! Wish I never went to their service when looking for servicel. Currently seeking ntp but doubtful it will happen ... not paying for information they should give me to port
Business Response
Date: 04/23/2024
April 22, 2024

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

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 04/06/2024, regarding BBB case # ******** complaint.
Your complaint states that you have been trying to make your phone work; however, you have not received the required assistance; therefore, you are now asking to get your number ported out, but you are not able to receive the information required to complete the process.

In our review, an application was created for Lifeline and the Affordable Connectivity Program (***) on 02/18/2024, *** was enrolled on 02/19/2024 and Lifeline on 02/26/2024. The *** was cancelled on 03/17/2024 as the benefits were transferred to another service provider.

A customer *** transfer his or her Lifeline or *** 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 *** benefit transfer transaction occurs. By granting consent, the customer is recognizing that they will no longer receive their benefits through the previous service provider.
Two more *** applications were created on 03/20/2024. The first one was cancelled the same date because NLAD did not approved the enrollment and the second application was cancelled on 03/25/2024 while it was still pending as the Lifeline was deemed cancelled on 03/25/2024 due to also being transferred to another service provider.
Our most current records indicate that you have reapplied for Lifeline + *** on 04/16/2024, your Lifeline was enrolled on 04/18/2024 and *** remains pending for the NLADs verification. A pre-activated *** card was shipped to your address, and it is being delivered as per reference ticket number ********** and **** tracking number **********************************. The *** card is expected to be delivered by 04/23/2024.

Please note that within coverage areas, there *** be significant limitations or interruptions in coverage that *** result in dropped and blocked connections, slower data speeds, or no data connectivity, as well as call interference. Many factors can cause this, including, but not limited to, the customers device, network changes, traffic volume, network prioritization, network outages, technical limitations, signal strength, terrain, proximity to buildings, foliage and other obstructions, weather, and other factors. It will be necessary speaking with ****************** in order to determine the cause of her service interruption. It would be necessary speaking with you in order to determine the cause of your service interruption.

On the other hand, please note that 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.
In order to assist you with your porting request, you will need your SafeLink Wireless account information. It is required to ensure customer account security. Along with the account information, you will also need to provide the Number Transfer Pin (NTP) code to port out to another service provider. This information is essential to a successful porting process.
A customer *** obtain their Number Transfer PIN (NTP) by texting the keyword "NTP" to ****** on the device in use. During the transfer, a text message will be sent to the phone with the 4-digit Transfer PIN. In case the phone is not capable of receiving the text message, the customer can also call customer care at ************** and use PIN ****** to receive the number by email. Additionally, customers can access their account number on our website through My Account option. Customers should be aware that their NTP PIN code must be used promptly, as it will expire after a certain period of time and will no longer be valid.
We have contacted you on 04/12/2024 to the phone number **********; you have informed us that you wish to port out the phone number ending in 8515 and you were unable to generate the **** with this, we have escalated your situation to have you NTP.
However, our records indicate that the phone number ending in 8515 was disconnected. 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 another to a new service provider. In this case, your account must be active for porting to be successful and for us to generate the NTP.
We attempted to reach you via phone and email was sent to *********************** on 04/22/2024 to provide further assistance regarding this matter; however, we were unable to speak with you and we have not received an email response from 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 1295993910.
Based upon the foregoing, we will close this matter unless we hear from you.

Sincerely,

Tracfone Wireless Inc.
Initial Complaint
Date:04/05/2024
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.
Constantly shutting off service, lie after lie re Lifeline being attached to my account, finding out from Lifeline that these idiots never sent my proof of eligibility to them, unbelievable long hold times, bogus transfers to "Supervisors" that didn't know anything yet ********** told me I was active w Lifeline. Trying to extort money from me to get service turned back on, hung up on me when they heard my name and phone # numerous times. All liars and crooks in a hotbox where not only could I not understand their foreign accent but too many people in the room talking to angry customers and couldn't hear the rep. **** know they can't be fired or hurt because they're in ***** and give you false names so you can't report them.
Customer Answer
Date: 04/07/2024
Tracfone, Net 10, Safelink did this exact thing to me in early 2022. They first told me I needed a new phone, which was a lie. I had a top of the line cellphone that worked with other providers. They had me buy a couple new sim cards. They would answer my calls, ask my name and phone # and immediately hang up on me, while laughing. I was without phone service for 5 weeks due to their stupid games. I bought a burner phone the 2nd week to communicate w my doctors and friends as well as Safelink et al. I filed a complaint w BBB, Safelink et al, FCC, and CPUC. I eventually went w ***** Mobile with another new number and they hooked me up w ACP. When notified that ACP was ending, I applied again w Tracfone/safelink et al to include lifeline which I applied for and was approved in January or February of 2024.
Business Response
Date: 04/24/2024
Dear *************************;

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated April 05, 2024, regarding BBB Case number ******** complaint.

********************** complaint state that her Lifeline account is active, but her phone service was cut off.

Upon review, ****************** applied for Lifeline on 2/27/2024 and was Qualified on 3/21/2024, now waiting for Tracfone activation to be completely Enrolled. She tried to apply for *** as well that time and application is still pending because FCC has announced that since Congress has failed to continue to provide funding, the *** has ended; soon this will be cancelled. The Lifeline enrollment allows her to receive the benefits of unlimited talk, text & high-speed data & up to 30GB of hotspot data. Plus, international calls to ****** and *******

The application was set to use a Bring Your Own Phone with ESN ending 6822 and phone number ending in *************************** 4876. However, this account shows no signs of service usage.

In addition, ********************** Lifeline Enrollment Number was attached to the account on 3/27/2024 with phone number ending in 1939 and serial number ending in 6405. Call records indicate the phone is successfully being used.

We need to if confirm if she wants to transfer her old phone number ending in 7128 to her new phone. It would be best if we can speak with ****************** to provide further assistance regarding this matter.

We attempted to reach ****************** multiple times via phone number *************) and email *********************** on 04/11/2024, 4/12/2024, 4/15/2024, 4/16/2024 and 4/22/2024. We were unable to reach her, and she has not responded to our emails.

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 1296147957.

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


Sincerely,

Executive Resolution Department

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