Business Profile

Cell Phone Supplies

Safelink Wireless

Headquarters

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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

809 total complaints in the last 3 years.
170 complaints closed in the last 12 months.

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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:06/06/2025
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.
Straight Talk sent me the wrong item, I returned it to them and still haven't received my refund. I feel like I've been given the runaround and frankly like it's a scam.4/26/25 I chatted online with someone to order a new phone for an existing account. That took AN HOUR and they messed up and didnt send me the phone I asked for. "StraightTalk" Order "1126-07I5TA10LG" Received $880.13 4/27/25 I tried to get the order corrected but was told I couldnt do anything about it until I received the incorrect order. They said at that time I need to return the phone,which they will pay for, and issue a refund.5/2/25 (5/6/25, 5/8/25)After I received the incorrect order I started the process of trying to return the entire package, which I was assured in the previous chat that I wouldnt have to pay for. I had many chats and calls with different people trying to get a prepaid return label so I could send the phone back. It was the start of the runaround,incorrect information and flat out lies by the representatives.5/9/25 I spoke to someone who FINALLY emailed me a prepaid shipping label Return Label information Shipping method: FREE ************************* Tracking Number #: 1Z6980XX9012846632 Straight Talk Ticket Number #: ********** (I used this for reference going forward but it didnt seem to help)I took it to *** and got a receipt 5/13/25 I verified on the *** website that Straight Talk had received my returns at 9:02am 5/14/25, 5/21/25, 6/2/25, 6/3/25, 6/6/25 These are the dates I contacted Straight Talk to follow up on my refund. I was told it could take 3-5 business days. Then I was told it could take 30 days and I had to wait until 5/30. During these interactions each person would update the ticket for one reason or another. I was promised call backs, which I never got. Every interaction was a different excuse.I copied my chat sessions hoping to maintain some kind of documentation.
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 June ******, regarding BBB Case number ******** complaint.

Your complaint states that you received an incorrect item for your order and decided to return it to get a refund. However, you have yet to receive the refund.

Upon review with the order number 1126-07I5TA10LG; it was found that the order was placed on 4/26/2025 which you paid $880.13. The items in the order includes an iPhone 16 clear case and a black iPhone 16 not the pink in color that you specifically requested. We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future. Rest assured that we are here to help.

The record shows that to aid with the return a prepaid return label was sent to your email address under reference number ********** on 5/29/2025.The *** return tracking number 1Z6980XX9012846632 shows that we received your package on 5/13/2025. On 6/11/2025, your refund was processed amounting to $880.13 with the refund reference number 445977256BQF24ST.

We spoke with you over the phone at ************ on June *******. During the call, you confirmed that the credit had already been posted to your account, and no further assistance was requested.

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 1322471014.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 07/10/2025

Better Business Bureau:

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

Sincerely,

****** ******
Initial Complaint
Date:06/04/2025
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.
I have been on hold with SafeLink/Tracfone **************** for a total of 4 hours and 16 minutes waiting to speak to someone to help me determine why my phone was deactivated yesterday during an very important call. I am suppose to have unlimited talk, text, and 10GB of data each month on auto enrollment.
Business Response
Date: 06/23/2025
Dear ***** *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 06/04/2025, regarding BBB Case number ******** complaint.

Your complaint states that you have been on hold with SafeLink Wireless customer care for four (4) hours asking assistance why your phone service got deactivated despite having an unlimited talk and text plan.

In our review, our records show that you applied and was approved for Lifeline benefits on May ******, and is now receiving unlimited talk and text with 10GB of data and 5GB of Hotspot every month. Transaction History shows that the account was deactivated on 6/3/2025 due to a systemic error. We apologize for any inconvenience this may have caused you, and our records show that your account was successfully reactivated on June 4, 2025, with the same benefits.

We spoke with you via phone number ************ on June 12, 2025, and discussed the aforementioned. You expressed concern over a four-hour hold time, and we informed you that it was due to high volume of calls we received. We advised to disregard an *** about completing your SafeLink application as you are already enrolled; however, you requested for another day callback. Thus, on June 13, 2025, you were informed that the *** was a general advertisement and steps were being taken to prevent further messages. In addition, you confirmed that your SafeLink phone service is working properly.

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 1322375881.

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
More Response to SafeLink Wireless BBB Case #********

Thank you for your response and for acknowledging the systemic error that led to the deactivation of my service.

However, I would like to express my deep dissatisfaction with the customer service experience I received during this process. When I finally reached a representative after being on hold for nearly four (4) hours, he did not sound willing or happy to assist me. Instead, his tone was dismissive and came across as irritatedparticularly after I mentioned that I had filed a complaint with the Better Business Bureau. His response to my concern about the extended hold time was simply, I dont know why, which further demonstrated a lack of professionalism and empathy.

I expected a level of courtesy and support, especially after such a significant service disruption. I hope SafeLink takes this feedback seriously and addresses the quality of customer interactions in addition to resolving technical issues.

Thank you again for restoring my service. I trust that future experiences with your customer service team will reflect the professionalism and support your customers deserve....
Customer Answer
Date: 07/09/2025

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.
More Response to SafeLink Wireless BBB Case #********

Thank you for your response and for acknowledging the systemic error that led to the deactivation of my service.

However, I would like to express my deep dissatisfaction with the customer service experience I received during this process. When I finally reached a representative after being on hold for nearly four (4) hours, he did not sound willing or happy to assist me. Instead, his tone was dismissive and came across as irritatedparticularly after I mentioned that I had filed a complaint with the Better Business Bureau. His response to my concern about the extended hold time was simply, I dont know why, which further demonstrated a lack of professionalism and empathy.

I expected a level of courtesy and support, especially after such a significant service disruption. I hope SafeLink takes this feedback seriously and addresses the quality of customer interactions in addition to resolving technical issues.

Thank you again for restoring my service. I trust that future experiences with your customer service team will reflect the professionalism and support your customers deserve....

Sincerely,

***** *******
Initial Complaint
Date:06/03/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a phone for my **************** which I need to facilitate my doctors visits as well as calling in my medications. I have stage 4 non-******** lymphoma cancer and NEED my phone BADLY. Therefore I ordered it overnight on Tuesday May 27 2025. When I had not received it by FRIDAY May 30th 2025 I started contacting Safelink. Since last Friday I have spent an average of 4 to 6 hours EVERY DAY ATTEMPTING to find out why my phone hasn't been sent even and ending up with either being hung up on put on endless - over 30 minutes long - holds or being laughed at and called f***** by a manager or just being plain lied to. Every day since Friday I've been told it was one the way and I'd have it the same day or tomorrow at latest. Obviously those were all lies. The phone hasn't even shipped yet. This is top of the line newest model phone. It cost me hundreds of dollars and I NEED it LITERALLY to stay alive. Without a phone I cannot call in my prescriptions.Safelinks behavior has been so horrifyingly unbelievable and therefore I can appreciate not being believed. But I've documented everything along the way ... from initial order to every phone call etc. PLEASE HELP ME BEFORE I DIE. THANK YOU BETTER BUSINESS BUREAU. I have contacted the local news stations and 2 of them will be running a brief history of my sufferings on the late news tonight. I let them know I was composing the letter that I'd be sending to the BBB later today. Please help
Customer Answer
Date: 06/04/2025
Not just women can be violated by the evil vile sexist & misogynistic bullets of hate fired from the guns of the patriarchy of oppressors. I didn't deserve to be called a f***** but I was. By Safelink.

And now my psyche is paying the price of that attack

Will no one help me right this terrible injustice??

I stand alone.. but I too .. stand for ..

#metooooooooo

Business Response
Date: 06/19/2025
Dear ****** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 4, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you ordered a phone for your **************** with overnight shipping on 5/27/2025; however, you still have not received it yet, despite contacting customer service multiple times.

We reviewed your account and determined that you are enrolled in the Lifeline program with SafeLink since 5/24/2023, and is now receiving unlimited talk,texts and 10 GB of data plus 5 GB of hotspot every month. In our review, the order you placed on 5/18/2025, with order ID *************** was not processed completely. An in-depth review shows that the payment was declined by the issuing bank. You may contact your bank for further information regarding this matter.

We spoke with you via phone number ************ on 6/5/2025, and attempted to discuss the matter with your complaint; however, you mentioned that you do not want phone calls and to just send you the phone you ordered. Therefore, we have sent an email regarding your order status to ******************

We received your email response on 6/10/2025, requesting a refund and a free phone comparable to the one you ordered. However, please note the aforementioned reason why the order was not processed. You may contact your bank to verify this information. We have sent our responses via email on 6/10/2025 and 6/13/2025; however, we have not received further responses from you.

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

Please refer to email reference number ******* or Ticket Number 1322099100.

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:06/03/2025
Type:Delivery 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 phone keeps losing service all. I keep having to restart my data in order for it to regain service.
Business Response
Date: 06/20/2025
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 you are frequently losing service and have had to restart your data connection in order to regain service.

Upon review, we found that you have been enrolled in the Lifeline program since July 22, 2024. As part of this program, you receive unlimited talk and text, along with 10GB of free data per month including 5GB of hotspot data on your Bring Your Own Phone (BYOP) device.

Our records indicate that your SafeLink phone is active,properly provisioned on the network, and consistently receiving Lifeline benefits. Additionally, we have confirmed that coverage is available in your area, with no reported outages affecting your service.

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 5, 2025, via phone at ************. It was confirmed that your device is now working properly, though there were days of service disruption. As compensation, a service replacement was issued under reference number **********. No further assistance is required at this time.

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 1322048801.

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:06/03/2025
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.
BBB STOP CONTACTING STARIGHT TALK THEY ARE NOT AFFILIATED WITH STARIGHT TALK DONT KNOW WHY YOU KEEP CONTACTING STRAIGHT TALK ABOHT THIS IT HAS NOTHING TO DO WITH STATIGHT TALK WITH SAFELINK WIRELESS HAVE FILED COMPLAINT SAFELINK complaint NOT statightalk SAFELINK accoutn active and I never applied for phone with SAFELINK wireless but its shows that some mysterious account was created and NOT by me and somebody used my information SAFELINK wireless shows as account active something is very wrong somebody applied phone SAFELINK wireless and created an account which I was very unaware about and dont know what info email they have used this is should be taken very seriously and have to be under investigation ! This is very wrong and unacceptable!! Remove and delete my information and that some weird account that was created account active ********************** and I never and didnt apply application for SAFELINK wireless phone or phone services! Deactivate that information account and dont know who and what information email phone was used because as I stated already I didnt submit any application to get approved for the phone or their SAFELINK wireless phone services.
Business Response
Date: 06/19/2025
Dear **** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 3, 2025,regarding BBB Case number ******** complaint.

Your complaint states that you did not apply for a SafeLink enrollment; however, an account was created using your personal *************** are requesting that this information be deleted and the account deactivated.

We attempted to locate the account in question using the name and address provided in your complaint. However, we were unable to identify any matching account in our system.

To proceed with investigating your concern, we will need additional account information, including your phone number, device IMEI number, and the email address associated with the account.

At this time, we are unable to reach out to you directly, as your complaint did not include valid contact information. To assist you further, we kindly request that you contact us directly with the necessary details.

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 1322094781.

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:06/02/2025
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.
Why Safelink service with CA **************** plan Deactivated? My Safelink Wireless service plan with a California Lifeline program is deactivating every month these days. I submitted a complaint on 5-09-25 with Ticket# ***-030-5162. And they did made a temporarily activation but It was deactivated again few days ago. I am wondering why this is happening every month. Please help me!
Business Response
Date: 06/20/2025
Dear ***** ***:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 3, 2025,regarding BBB Case number ******** complaint.

Your complaint states that your SafeLink service, which is supported by your California Lifeline enrollment, has been frequently deactivated. You are requesting assistance to resolve this ongoing issue.

Upon review, we found that you were enrolled in the California Lifeline program since 7/15/2020 and receives the benefit of unlimited talk and text with 25GB/month of free data including 10GB of hotspot data.

In an in-depth review, we found that the disconnections in your service were primarily due to issues with linking your Lifeline enrollment number to your SafeLink account. Records show that escalations have been created regarding this matter since April 2025, but the issue remains unresolved. We sincerely apologize for the inconvenience and are committed to preventing similar issues in the future.

We spoke with you on June 6, 8, and 12, 2025, via phone at ************, and your service was reinstated during those interactions.Additionally, an escalation was filed to link your Lifeline number to your SafeLink account, as an error was encountered during the initial attempt.During the follow-up call on June 12, 2025, we confirmed that the necessary updates were completed. Your SafeLink account is now properly connected to your Lifeline enrollment.

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 1321962063.

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: 06/21/2025

Better Business Bureau:

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

Sincerely,

***** ***
Customer Answer
Date: 06/21/2025
Hello BBB,
Thank you very much for helping me to fix the frequently happening error in Safelink.
With your assist, I now freely using the phone data.
I appreciate it a lot.
Initial Complaint
Date:05/31/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My name is ******* **** and I have been a customer and participant in the ******************** government program for about 13 months. This is a horrible service and I currently have TCL phone from Safelink when I signed up with the program that is completely dead, the phone doesn't even charge and the phone doesn't even turn on. Since my phone doesn't work I went into a chat with Safelink a couple of times and every time a representative tells me a different story and could care less that I have a phone that doesn't work. Trac Phone has sent me two defective replacement phones with the wrong sim card number. I am an older gentleman with serious health issues and need a working phone for emergencies. If SafeLink does not provide me with a replacement phone that works I will file a lawsuit against the company. I have been without a phone for a week now. This is really despicable how SafeLink treats their customers. I will give ********************** two working days to provide a solution to this issue or I will turn this matter over to my attorney.
Business Response
Date: 06/18/2025
Dear ******* ****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 31, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you are a SafeLink customer and you have a ********************** TCL phone, which does not charge and turn on. ******** has sent you two defective replacement phones.

As per our records, you applied in Lifeline through SafeLink Wireless on December 13, 2023, and was enrolled on December 15, 2023, with monthly benefits of unlimited talk and text, including 10GB of data and 5GB of hotspot data.

Upon review, your SafeLink device with serial number ending in 7372 was reported defective on December 11, 2024,and we created a ticket to send you a replacement phone, refer to ticket number **********. You transferred the service to the replacement phone with serial number ending in 1882 on December 31, 2024; refer to ticket number **********. On the same day, due to the phone screen being damaged, you transferred back the service to the old phone; refer to ticket number **********. On May 29, 2025,another replacement device ticket was created; refer to ticket number 1321582209.

We spoke with you on June 6, 2025,via phone number ************** and you confirmed that you received the replacement phone. We assisted you with a phone upgrade; refer to ticket number **********.The new phone is not active and provisioned in our system, with Lifeline benefits attached to it. You also confirmed that all services are working properly.

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 1320549650.

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:05/28/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I help my friend get safe link but we get a SIM card but it not the right sim card with the right **** number and she call customer care but they not do anything at all can u please email me ********************
Business Response
Date: 06/17/2025
Dear ****** *******:

We have received and reviewed your Better Business Bureau complaint.This response is in reference to your correspondence dated May 28, 2025,regarding BBB Case number ******** complaint.

Your complaint states that you assisted in getting a SafeLink *** card; however, the *** card you received is incorrect, and you were not assisted accordingly.

In our review, your account is active with Lifeline Program. You are enrolled since July 10, 2024. The *** card associated with your account is a T-Mobile carrier ***. Our records also showed that you started to contact us in March 2025 for services issue.

We spoke with you on May 29, 2025 via phone number ************. You informed us that the current device you are using is compatible with ******* network. Thus, we agreed to send us the **** of your phone to verify compatibility.

We spoke you again on June 4, 2025 via same phone number, and informed that we can send you the ******* compatible replacement *** card. We created the replacement ticket with reference ticket # **********. As of this writing,the tracking information is not yet available and we agreed to contact you once we received updates, and assist you in transferring the services over to the new ***.

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 1321609704.

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:05/27/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I contacted safelink may ******* to transfer my service over and that was a mistake I was lied to my representative regarding the time I would receive the sin card I was hesitant I told the representative I did not want to be without service because I needed my service he said I would receive the card in 1-3 days the provider I was with terminated my service in Saturday I can't make phone calls to family or friends I had to cancel multiple appointments for therapy due to not being able to contact or go to the doctor appointment I had a MRI schedule that was canceled the tracking gives errors messages I need to understand why was i lied to regarding phone service and need to know where is the Sim card
Business Response
Date: 06/17/2025
Dear ***** *****:

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

Your complaint states that when you transferred your service to SafeLink, you were promised a new *** card within 13 business days.However, you have not yet received the *** card, which has left you without phone service and caused you to miss important appointments.

We sincerely apologize for any inconvenience you may have experienced and appreciate your patience. Upon reviewing your account, we found that you applied for the Lifeline program under SafeLink Wireless on May *******, and were successfully enrolled the same day. As part of your enrollment,you opted to bring your own phone, and SafeLink was to provide you with a new *** card under reference number **********. We understand the importance of staying connected and are committed to preventing similar issues in the future.

Our records indicate that your SafeLink account, associated with the phone number ending in 7305, is active and properly provisioned on the network. You are currently receiving the Lifeline benefit, which includes Unlimited Talk and Text, along with 10GB of free data per month and 5GB hotspot data.

According to the usage report, you have been actively using the service since May 27, 2025. However, we understand you've reported an issue with your data service. Upon investigation, we found that your 10GB monthly data allocation has been fully used. This data allowance will automatically renew in the next monthly cycle. If you wish to regain access to data before the renewal date, you may purchase an additional data add-on plan.

We attempted to contact you via email at ********************* and by phone at ************** on the following dates: May 29, May 30, May 31,June 3, and June 7, 2025. However, we were unable to reach you directly and have not received any recent response from you.

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 1321589278.

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: 06/19/2025

Complaint: 23380501

I am rejecting this response because: the company is lying they made zero attempt to call me despite me emailing my phone number to the person who responded. I explained to a representative named april i needed to go to physical therapy and couldn't because i had no data to order a lyft she lied and stated she gave a courtesy 1 gb a data which was never applied to the account i have called several times the customer service representative barely speak English and refuse to transfer me to a supervisor or they placed me on hold for upwards up 40 minutes i called today because the plan should jage started over i have not received the 10 gb for the month preventing me seeking physical therapy they stole 5 gb hotspot lying saying it was used when i never connected a device to mobile hotpot because it kept giving error i will also send a complaint to the *** regarding the issues with the internet issues

Sincerely,

***** *****
Business Response
Date: 06/27/2025
Dear ***** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 6/20/2025, regarding BBB Case number ******** complaint.

Your complaint states that you were not contacted despite responding via email with your phone number. In addition, you mentioned that you did not receive the 1 GB of data as promised, and that you still have not received the free benefit with 10 GB of data for the month. You also mentioned that you were unable to use the hotspot due to an error.

We apologize for any inconvenience this may have caused you. Please note that SafeLink Lifeline benefits are delivered every 1st - 5th day of the month.Our records show that your free benefit for the month was sent on 6/1/2025. However,we found no records of service usage in the account, not until 6/22/2025. We confirmed that the account was updated on 6/22/2025.

We received your email from ********************* on 6/23/2025, providing your phone number. With this, we attempted to contact you via phone number ************, and have responded to your email on 6/27/2025; however, we were unable to reach you, and have not yet received your reply to our email. We will make follow-up call attempts to confirm if the issue has been resolved.

If you should still require assistance, you can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

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

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

Sincerely,

Executive *********************
Initial Complaint
Date:05/24/2025
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.
On January ******* I purchased additional data for my phone ***********) on ************. ************ kept saying that transaction didn't go through. I have my bank statement saying it went through 6 times . I have contacted SafeLink/TracFone several times with no resolution. I was charged $22.29 three times and $15 three times. I was purchasing extra data for my government phone. I was told by ******** employee's that it was a glitch in the system, that it wasn't in their computers, and I was also told that there was nothing they could do. I would love to be reimbursed my money or give me my data I paid for. My phone service has really been bad lately.
Business Response
Date: 06/13/2025
Dear ******* Diane ************************ have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May *******, regarding BBB Case number ******** complaint.

Your complaint states that you purchased additional data for your phone but were charged six times; three charges of $22.29 and three charges of $15.00. As a result, you are requesting either a reimbursement for the duplicate charges or the corresponding data plan to be applied to your account.

To safeguard the integrity of its customers' data, ********************** implements its customer account authentication policy in accordance with strict security guidelines. Authentication is required for any account updates.

Upon review, we found a record of an older device that was previously associated with your phone number. The redemption activity linked to that device closely aligns with the date you mentioned when the six refills were made. However, we still need to further investigate and validate some information.

We spoke with you on May 28 and May 29, 2025, via phone at **************, during which you reiterated your concern. However, as we were about to assist you, you informed us that your phone was lost and requested a callback instead. We attempted to follow up with you on June 1 and June ******, but were unable to reach you directly.

Subsequently, we received your email response via *************************** in which you indicated your intention to purchase a new phone. Given this update, we believe it would be most effective to speak with you directly to continue providing the necessary assistance.

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 1321433458.

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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