Complaints

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

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  Safelink Wireless

  9700 NW 112th Ave Miami, FL 33178

• 

  Safelink Wireless

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

• 

  Safelink

  1258 S Greylock St Philadelphia, PA 19143-5112

• 

  Safelink Wireless

  PO Box 220009 Milwaukie, OR 97269-0009

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

• Initial Complaint

  Date:08/06/2022

  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.

  We receive the right to a free phone from our ******** and Safelink made a deal with ******* so that our phone is not working anymore. WE HAVE BEEN WITHOUT PHONE SERVICE FOR 3 MONTHS They are taking government money for service we do not receive we called them for 3 months, they made us buy other **** cards. we spoke with them about ************************************************************ they drop the line LASTLY WE WERE TOLD WE NEED TO BUY A NEW PHONE FROM THEM, and that they will not provide a phone for free that works after ours is totally useless given their deal with ******* They simply refused to solve the matter - we do not have a phone THOUGH IT IS UNDER CONTRACT WITH ******** THEY NEED TO PROVIDE ONE This is an issue that needs serious investigation. There are millions of similar complaints over BBB and all over the internet. OVER AND OVER NOTHING WORKED. They are rude and promise to call back and NEVER DO. we spent hours and had damages because of lack of phone line service

  Business Response

  Date: 08/15/2022

  Dear ***************************,:
   
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 7, 2022, regarding BBB Case number ******** complaint.  
          
  Ms. ******* complaint states that she needed a free phone for the reason that her current phone is not working.  
   
  Ms. ******* was contacted at ********** and ********** on 8/10/2022, 8/11/2022 and 8/12/2022, but we were unsuccessful. An e-mail was sent at ************************ but there was no response. Moreover, we spoke with Ms. ******* today, August 15, 2022, 2:36 PM EST at **********. 
   
  Ms. ******** first lifeline enrollment was on March 20, 2015 and was approved on March 24, 2015 using the initial device. The account was enrolled to plan 7 (***** FREE monthly minutes & unlimited texts with 4.5GB/month of FREE data). However, it was cancelled due to non-usage on November 16, 2018. On December 11, 2018, she reapplied and was successfully enrolled on December 22, 2018 using a BYOP device. Her enrollment was recertified on March 4, 2022. On March 10, 2022, the *** were modified from the initial device up to the current BYOP phone. She still received the same plan she was first enrolled. She then applied for *** on June 29, 2021 and was approved the same date. On September 18, 2021, the *** was cancelled for the reason that NLAD rejected it because of another application. As per our records, the account is provisioned in SUI, but the phone service was not used. Therefore, we need to troubleshoot the device. She decided to contact us back. 
   
  If Ms. ******* should still require assistance, she can contact ************** enter PIN (**** or *****. Hours of operation are Monday to Sunday from 9:00 AM to 9:00 PM EST. 
   
  Please refer to email reference number ******* or Ticket Number 1260647597. 
   
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing SafeLink Wireless.
   
                                                                                                                                                                        
  Sincerely,
   
   
  Executive *********************

  Customer Answer

  Date: 08/16/2022

   
  Complaint: 17683199
  
  I am rejecting this response because: it contains several false statements. It's a patch that does not reflect IN THE LEAST the nature of the problem. Nor ID it accurate about dates or what actually happened. I am not surprised in the least given the track record of this company. 

  As a mater of fact, something that could be easily proved by going back to their Recorded Conversation, I explicitly stated that until this issue is solved, the case has to stay open. To which they AGREED and even promised to put this on writing. I stressed I wanted it in writing. 

  This is just another proof of how scammish this business is. Their ethics are tricks to make consumers give up. Their all business could not care less about protecting or damaging their consumers. 

  So NO NOT IN TGE LEAST THIS CASE IS RESOLVED.

  STOP WASTING PEOPLES TIME.

  there should be a class suit against this company and it should undergo government investigation. Check the MILLIONS OF CUSTOMERS reporting precisely along similar lines. Enough is enough. 

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

  Business Response

  Date: 08/23/2022

  Dear ***************************,
   
  We have received and reviewed your Better Business Bureau complaint. We would like to apologize for the inconvenience you have experienced with our services.  
  
  ******************************* many attempts have been made but unsuccessful in reaching you.
  
  ******************************* based on the information provided your account is active for phone number ************ receiving Safelink benefits.
  
  If you have any further questions or concerns, a customer corporate representative can be reached at ************************. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST.
  
  
  Thank you for choosing SafeLink Wireless.
   
  
  Sincerely,
   
  *************************
  Safelink Wireless, Inc.
  BBB Specialist 

  Customer Answer

  Date: 08/23/2022

   
  Complaint: 17683199
  
  I am rejecting this response because: 

  It is false. I may be receiving the benefits but cannot use them! My phone as stated in the recorded conversations you had with me is not able to make phone calls. It was agreed that I will try to see if it works elsewhere and if it dies at that time I shall contact you when I have time to spend yet hours on the oh one after about 50 or more calls in which you made me wait on hold and kept me on the phone at times for entire afternnons ... just to drop the call on your side and never call back as you agreed to doing the connection "fell."

  The agent that contacted me in regard to this complaint stated Safelink sent me A NEW SIM CARD AND THAT I REFUSED IT!!!! 

  I NEVER REFUSED ANYTHING. No offer was ever made for such a card. I was even unaware that they were supposed to do so. WHEN I ASKED TO SEND ME THE NEW SIM CARD - THE AGENT SAID THEY WOULD NOT SEND IT!!!

  SO NO THE **** IS FAR FROM RESOLVED.

  the fact that you called and that I may not have answered is because I do have a job and other obligations.

  I AM FAR FROM THE ONLY ONE. There are millions of costumers experiencing my problem as recorded online everywhere BECAUSE YOU MADE A DEAL WITH ******* AND LET YOUR CUSTOMERS WITHOUT SERVICE. 

  As agreed and recorded I still need to receive assistance. It was agreed that when I find time I see if my phone might work someplace else and contact you AND YOU WILL RESOLVE THE PROBLEM YOU HAVE CAUSED. 

  this whole tread is one of the many showing what a TERRIBLE BUSINESS YOU ARE.

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

  Business Response

  Date: 08/26/2022

  Dear ***************************,
   
  We have received and reviewed your Better Business Bureau complaint. We would like to apologize for the inconvenience you have experienced with our services.  
  
  ******************************* many attempts have been made but unsuccessful in reaching you.
  
  ******************************* based on the information provided we will need to speak via phone for troubleshooting steps to be made.
  
  ******************************* what is the best contact phone number where you can be reached to and time?
  
  ******************************* you may also reach me via email to **********************.
  
  If you have any further questions or concerns, a customer corporate representative can be reached at ************************.For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST.
  
  
  Thank you for choosing SafeLink Wireless.
   
  
  Sincerely,
   
  *************************
  Safelink Wireless, Inc.
  BBB Specialist