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

  PO Box 220009 Milwaukie, OR 97269-0009

• 

  Safelink Wireless

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

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:07/21/2025

  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.

  Switched from ******* to straight talk two days ago service was terrible and then shut off. Spent 4 hours this morning with ******** trying to get service. The phone is stuck on sos. I just tried to get ahold of straight talk and it say my account is invalid. I tried to get my account number from tracfone but says I con only get it if I call. They messed up my phone and cant fix it except going through the same procedures time after time with no fix.. So they broke my iPhone 14 Plus and will not assist.28 dollars and a new I phone which I may have to buy.

  Customer Answer

  Date: 07/22/2025

  The service is working for now. Finally got ahold of someone who knew what to do to fix the problem. 

  Customer Answer

  Date: 07/22/2025

  Yes close the complaint for now.

• Initial Complaint

  Date:06/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My data doesnt work anymore I turn it on and it doesnt work

  Customer Answer

  Date: 06/29/2025

  Now it wont let me call text or use data

  Customer Answer

  Date: 06/29/2025

  The calling and texting is working again but the data still doesnt work correctly I also cant message ****** to see what my data usage is it always says try again in 30 minutes

  Business Response

  Date: 07/18/2025

  Dear ******* ****:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 29, 2025,regarding BBB Case number ******** complaint.
  
  Your complaint states that your data service is not working.
  
  Upon review, we found that your account is active and properly provisioned on the network. The usage report for the line also indicates that the service is being actively used. Additionally, coverage is available in your area, and there are no reported outages at this time.Furthermore, your SafeLink benefits have been consistently refilled to your phone.
  
  We have attempted to contact you multiple times via phone at ************** and email at ******************** on July 3 and July 10, 2025.However, our attempts have been unsuccessful, and we are currently awaiting your response.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
  Please refer to email reference number ******* or Ticket Number 1323870759. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing SafeLink Wireless. 
  
  
  
  Sincerely, 
  
  Executive Resolution Department 
  

  Customer Answer

  Date: 07/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that I cant get reception sometimes and havent received a call but have received a single email.

  sometimes the reception is terrible 

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

• Initial Complaint

  Date:06/25/2025

  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 hotspot keeps getting turned off when i still have data available to use saying service not available and have to call every time for them to turn it back on is ridiculous

  Business Response

  Date: 07/15/2025

  Dear ***** ******:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 25, 2025, regarding BBB case # ******** complaint.
  
  Your complaint states that your hotspot service kept on getting turned off when you still have data available to use, and that you needed to contact customer service to turn it back on.
  
  We reviewed your account and we found the phone and service active and connecting properly to our network.  Our records indicate you are enrolled in the SafeLink Lifeline Program since 7/11/2018, which includes Unlimited Talk and Text with 10GB per month of free data, including 5GB of *************
  
  Based on the usage records we reviewed for your account for the last 30 days of service, it does appear that a hotspot service interruption occurred during that time period, because the 5GB for the hotspot balance was reached. We can confirm on 07/01/2025 when the new Lifeline benefits were delivered to your account, the hotspot service was restored.
  
  We have contacted you on 07/04/2025 to the phone number ************; we discussed the status of you SafeLink account and you were able to confirm the hotspot service is working properly now.  We also provided tips to save your mobile data and the usage of the ****** option to check the data balance.
  
  If you should still require assistance, you can contact an agent at ************** 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 1323392215. 
  
  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: 07/15/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  But the service was turning off before even when there was data available. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:06/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company keeps disconnecting my service and it's caused me to miss important calls and lose money I couldn't get my work schedule and I need my phones gps to show I'm at work but phone has to be active I keep calling in and getting the run around I'm tired of this company and the way I'm treated I need something to compensate my pain and loss

  Business Response

  Date: 07/11/2025

  Dear ***** *****:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 24, 2025,regarding BBB Case number ******** complaint.
  
  Your complaint states that your phone service keeps getting disconnected and you would like to be compensated.
  
  We sincerely apologize for any inconvenience you may have experienced. Please rest assured that we are here to help. As part of our commitment to providing excellent customer service, we value your feedback and use it to support future improvements. We will do our best to ensure that similar issues are prevented moving forward.
  
  We spoke with you on June 29, 2025, via alternate phone number ************ to discuss the status of your SafeLink service. Our records show that you reapplied for the Lifeline program on June 24, 2025, and were approved on June 30, 2025. You are set to receive a Bring Your Own Phone (BYOP) *** card under reference number 1323255154.
  
  Your new enrollment has been successfully linked to this ***, and the benefit is already active. According to **** tracking number **********************************, the *** is scheduled for delivery to your address on July 9, 2025. After this information was shared, you declined further assistance.
  
  To this date, the record shows that your BYOP phone along with the new *** card and the Lifeline benefit is being active used.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
  Please refer to email reference number ******* or Ticket Number 1323570298. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing SafeLink Wireless. 
  
  
  
  Sincerely, 
  
  Executive Resolution Department 
  

• Initial Complaint

  Date:06/21/2025

  Type:Sales and Advertising 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.

  SafeLink wirless said they can do nothing to resolve since I bought the plan they advertised on their website. Even telling customers via website and by texting the word cash to ******. I received a yellow $20 unlimited data plan coupon with *** code to show the local ***** Speedway store to added the funds to my phone number. The Speedway worker added the *** code but had a bit of trouble scanning the *** code SafeLink Wireless provided. I added this plan what I thought was the unlimited data plan for $20 on 6/20/2025. After speaking with a SafeLink *** by phone today I was not able to resolve this issue. I do not think Speedway would refund the $22 and change I had paid for this SafeLink service that was entirely different than what I thought was the correct plan added to my number. I added the plan by text. The *** on 6/20/2025, when I had added the PIN on the receipt by texting ****** and word "Add". The plan I was told already was the unlimited plan. I dont know why ******* gives the option to pay cash at a local store they show on their website search menu after requesting the plan to pay it in cash. Then the plan you choose at the local store in their service network adds the wrong plan. It surprises me ******* cant do anything. Since it is a ******* service I added. I really am thinking about going with a different provider down the road. I tried to reach **************************** but the number has been unavailable . Their service and phone has been more reliable than Assurance Wireless my old provider. And ******* phones seem to last a bit longer than previous provider. It would be great if ******* could simply credit me with what I thought was the unlimited $20 data plan. I feel like I wasted money on something I didnt really need since it wasn't the product I thought I had purchased. And the local Speedway employee didn't seem to know what he was doing. I hope to continue with the SafeLink wireless service.

  Customer Answer

  Date: 06/23/2025

  I spoke with **** at the **************   at the SafeLink Wireless. I also made a complaint to the *** regarding this same issue prior to resolving this matter just today. The customer service agent resolved this matter on 6-23-2025, 12:00pm. You may close this complaint as Resolved.

• Initial Complaint

  Date:06/20/2025

  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 enrolled in safelink wireless on the 29th of May 2025 , my approval granted me a free **** *************************** is refusing to send it..today is june 20th 2025 I called them about the matter & no one have any answers also they will not let me speak to a corporate supervisor .. my ticket number ********** I feel I'm being discriminated against... **** told me that they hasn't received the product, it has been almost a month now...

  Business Response

  Date: 07/07/2025

  Dear ****** *******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated on June 20, 2025, regarding BBB Case number ******** complaints.
  
  Your complaint states that you have not received your free SafeLink SIM card.
  
  Upon review, we found that you reapplied for the Lifeline program on 5/28/2025, in order for you to receive a new SIM card. Your new enrollment was approved on 5/30/2025. However, as of 7/02/2025, the ******** enrollment was cancelled because you opted to transfer out your program enrollment to a different service provider.
  
  Upon in-depth review, we found that a Lifeline shipment request was created on May 29, 2025, to send you a new SIM card under reference number **********. Our records indicate that two delivery attempts have been made since then, but both were unsuccessful. We sincerely apologize for any inconvenience this may have caused and are committed to preventing similar issues in the future.
  
  To resolve the matter, we have updated the Lifeline shipment request and are currently awaiting the availability of a new tracking number.
  
  We attempted to contact you via phone at ************ on June 23, 24, 26, 27, and July 1, 2025, but were unable to reach you and have not received a response.
  
  If you should still require assistance, you can contact ************** enter PIN ****. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
  Please refer to email reference number ******* or Ticket Number 1323209984. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing SafeLink Wireless. 
  
  
  
  Sincerely, 
  
  Executive Resolution Department 
  

• Initial Complaint

  Date:06/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Safelink wireless saying I need to get a new SIM card and it's only 98 cents from ******* we called ******* they said 5 dollars to 10 dollars I don't have funds for it safelinkwireless said they can't send me another SIM card

  Business Response

  Date: 07/03/2025

  Dear **** *******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June *******, regarding BBB Case number ******** complaint. 
  
  Your complaint states that SafeLink Wireless advised you to purchase a SIM card for 98 cents. However, when you inquired at *******, you were informed that the price ranged from $5 to $10, and you mentioned that you did not have the funds to make the purchase.
  
  SafeLink Wireless is committed to providing our customers with a reliable network experience, as we understand how important it is to stay connected.
  
  Upon review, we found that your SafeLink account is currently active and properly provisioned in our system. Our records also confirm that you are receiving your free benefits, and your usage report indicates that the service is being actively used.
  
  Please know that service interruption may occur due to many factors including your device, network changes, network traffic volume, network outages, technical limitations, signal strength, the terrain and your proximity to buildings, foliage and other obstructions, weather and other conditions.   
  
  We spoke with you on June 19, 2025, via phone at ************. During the call, you confirmed that the issue with your service had been resolved. You also acknowledged that there is no need to purchase a new SIM card at this time, and we informed you that we can send one to you free of charge if it becomes necessary in the future.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
  Please refer to email reference number ******* or Ticket Number 1322999454. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing SafeLink Wireless. 
  
  
  
  Sincerely, 
  
  Executive Resolution Department 
  

• Initial Complaint

  Date:06/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Approximately 5 years ago I had straight talk service and an iPhone 13 which I paid for outright. I then went to ******* and they gave me a new iPhone. My old iPhone 13 has been sitting here gathering dust. I wanted to use it to try a new service and I have been unable to get Straight talk to unlock it in spite of spending at least 2 hours on 4 calls in the past 4 weeks. Every call ends the same with the unlocking department stating they will need to manually escalate the unlocking and collect the $6 fee later and that I will receive an email within 48 hours. I never receive anything and call the company back... One worker even tried to get me to pay to turn my service back on. My last call, yesterday, 6/14/2025, included a worker telling me repeatedly that I could not talk with her supervisor only to tell me later that if i wanted to talk with her supervisor i should have asked that at the beginning of the call and now I was too late. She supposedly transferred me to corporate but the phone line dropped. Throughout these calls, I had to wait on hold usually @30 min, the service consisted of me waiting while someone pulled up the information on their computer for @30 min, transfers to other departments that dropped only to have to call back and wait on hold again, other workers saying I couldn't talk with their supervisor but I could talk with the unlocking department supervisor.This has been incredibly frustrating circular process to get to use a phone that I have completely paid for. I want this phone unlocked immediately or they can buy me a new iPhone.

  Business Response

  Date: 07/01/2025

  Dear ******* *****:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 15, 2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that your requested to have your old iPhone 13 unlocked;however, it was still not processed despite contacting customer service.
  
  Please note that Straight Talk Unlocking Policy states that for all cellphones Activated prior to November 23, 2021 on any carrier network and all cellphones Activated on the T-Mobile or AT&T networks on or after November 23, 2021,the cellphone will be remotely unlocked upon customer request after twelve ********** of active paid service.
  
  We reviewed your account and determined that your phone with IMEI (serial number)ending in 7924, was activated in October 2018. Our records show that the device already has more than the required minimum paid and active service. Transaction History shows that a ticket was already created to process your unlocking request, with reference number **********; however, our team encountered issues in unlocking the device. We apologize for any inconvenience this may have caused you, and an escalation was already submitted to conduct further review and expedite the unlocking of your phone.
  
  We spoke with you via phone number ************ on 06/19/2025, and discussed the status of your unlocking request. We advised you to connect the phone to Wi-Fi and insert a new SIM card once we confirmed that the phone is already ************ mentioned that you do not have a SIM card yet, and will get one from ******* once you received an email regarding the successful unlocking of your phone.
  
  On June 20, 2025, the ******************** confirmed that the phone is now unlocked. Instructions provided include inserting the new SIM card, connect to Wi-Fi, and power cycle the device. If the phone remains carrier-locked, a master reset is required. We have sent this information to your email.
  
  We attempted to contact you via phone number ************ and have sent emails to *********************** on 06/20/2025, and 06/23/2025, to discuss the aforementioned updates; however,we were unable to reach you, and have not yet received your response to our emails.
  
  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.
  
  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:06/09/2025

  Type:Customer Service 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.

  SafeLink provided a SIM card under the Lifeline program, promising free service. They had assigned me a new number, which I had elected to change to my previous phone number. The service I had been receiving from SafeLink up to that point was abruptly discontinued, with no recourse in terms of reactivating the phone. I have tried numerous times to receive assistance from the company, but am continually directed to their customer service line in which I am placed on hold for hours at a time with no answer. I have even attempted to purchase service from the company, but the system just errors out.

  Business Response

  Date: 06/26/2025

  Dear ****** *****:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June ******, regarding BBB case number ******** complaint.
  
  Your complaint states that your SafeLink service was abruptly discontinued, and despite your efforts to seek assistance in resolving the issue, it remains unresolved.
  
  Upon review, we found that you applied for the Lifeline program on 5/08/2025 and got enrolled on 5/12/2025, allowing you to receive the free benefit of unlimited talk and text with 10GB/month of free data including 5GB of hotspot data. Your enrollment involves the use of a Bring Your Own Phone (BYOP) device.
  
  The record shows that SafeLink sent you a BYOP *** card under reference number **********. As per **** tracking number **********************************,the *** card was delivered to your address on May 27, 2025.
  
  Upon further review, your SafeLink account is active,properly provisioned on the network, and continues to receive the Lifeline benefit. Additionally, the usage report for your ported number confirms that the service is currently being used. We found no record that the account has been disconnected.
  
  Please know that service interruption may occur due to many factors including your device, network changes, network traffic volume, network outages, technical limitations, signal strength, the terrain and your proximity to buildings, foliage and other obstructions, weather and other conditions.
  
  We spoke with you on June 11, 2025, via phone number ********** and you confirmed that the service is working well. No further assistance is required.
  
  If you should still require assistance, you can contact ************** enter PIN ****. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
  Please refer to email reference number ******* or Ticket Number 1322417221. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing SafeLink Wireless. 
  
  
  
  Sincerely, 
  
  Executive Resolution Department 
  

  Customer Answer

  Date: 06/26/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I do find that the claim my service was never discontinued to be in contradiction with what the customer service representative I spoke to, *****, had told me, as she had stated I had been unenrolled in SafeLink in error during my phone number change, but I will not be pursuing further action unless my service is arbitrarily interrupted again. All I was, and still am seeking, is the reliable service I was promised, and at this time I am receiving it.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:06/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Safelink Wireless provided me a Reconditioned / Refurbished ***** smartphone for lifeline. They have billed the state for the service / phone. Yet, when I had requested for a ***** smartphone that wasn't used or defective, they refused to honor that. This occurred on 6/5/2025 and had occurred sometime in April 2025 as well when I initially complained to their customer service. Instead, ******************** had ignored me and insists on not providing an adequate new ***** smartphone that wasn't previously used and that didn't have the defective issue of not being able to connect to wifi, lagging, and etc.

  Business Response

  Date: 06/24/2025

  Dear **** ******:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 06/07/2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that you requested a new ***** phone to use with your Lifeline benefits;however, you were provided with a refurbished phone.
  
  In reviewing,your account is active with the Lifeline benefit, which includes Unlimited Talk and Text with 25GB/month of FREE data including 10GB of ************* You applied for the lifeline program on 04/30/2025 and were enrolled on 05/22/2025.Transaction records show that the benefits are attached to the account and being issued every month. Usage records show that the phone is working and is being used. A pre-activated phone was sent to you on 05/13/2025 per ticket ********** and **** tracking number 4209503592612903031358513036447272.
  
  We spoke with you on 06/10/2025 via phone number ************; you confirmed that your phone needed to be replaced since it was slow and the screen was not responding. As a courtesy, we issued a replacement phone per ticket ********** and accorded a call the next days to assist in the transfer of the benefits.
  
  Your account indicates that we sent a replacement phone on 06/12/2025 via *** tracking number 1Z7X28F00257931545. Per our records, the device was delivered on 06/13/2025 at ********, ***
  
  We spoke with you on 06/15/2025 and 06/18/2025 via phone number ************; you confirmed receipt of the replacement phone, but were unable to complete the initial set up of the phone. We accorded a call in the following days to finish the process.
  
  If you still require assistance, you can contact an agent at ************** enter PIN ********** 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 1322432586. 
  
  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: 07/01/2025

   
  Complaint: 23437175
  
  I am rejecting this response because:

  Safelink didnt call me back or follow-up with me on June 22, 2025 as they said they would. The ******** they had provided as courtesy had an issue where it kept on crashing when I tried downloading the Apps through its ****** Play App Store. I also asked if they can provide a replacement ***** G300 phone for my grandma after I emailed them screenshots of my attempts at trying to reapply for my grandmas Safelink account. If ******************** can help resolve these issues, I would appreciate it. 
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 07/16/2025

  Dear **** ******:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 09, 2025, regarding BBB Case number ******** complaint.
  
  Your follow-up complaint states that you did not receive a callback from SafeLink.The phone you received has issues when downloading apps. In addition, you are requesting a ***** G300 replacement phone for your grandmother.
  
  In our review, we determined that the replacement phone, with IMEI number ending in 1426, has not been activated yet. In addition, your lifeline enrollment was cancelled on 7/4/2025 due to Non-Usage. Please be advised that a customer must make at least 1 phone call (to any valid number), send a text, or use data (without Wi-Fi) per month to avoid service cancellation due to non-usage after 30 days.
  
  We spoke with you on July 14, 2025 via phone number ************, and as per conversation, you disliked the phone you received. You would like to get a different phone; however, please note that as per Policy, replacement phone models may vary depending on availability. In addition, to continue receiving the benefits,you needed to reapply for the Lifeline program. You wanted to get a ***** G300 phone, and we advised you to check for available phones for purchase in the website. You agreed, and mentioned that you would do it in two weeks.
  
  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 1322432586.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing SafeLink Wireless.
  
  
  Sincerely,
  
  
  Executive *********************