Overall Satisfaction Rating
1.20/5
  • 5 stars
    4
  • 4 stars
    1
  • 3 stars
    1
  • 2 stars
    4
  • 1 star
    109
Based on 119 ratings submitted in the last year
Show rating distribution

Safelink Wireless

ConsumerAffairs Unaccredited Brand

This company is not yet accredited. To learn more, see reviews below or submit your own. Want to know more about ConsumerAffairs accredited brands? Check out ConsumerAffairs for Brands.

FIND OTHER COMPANIES
Select stars to rate your experience
Very dissatisfied with the experience
Dissatisfied with the experience
Satisfied with the experience
Happy with the experience
Would recommend to a friend
Last updated: Oct. 17, 2017

542 Safelink Wireless Consumer Reviews and Complaints

Filter by:
Any
profile pic of the author
Verified Reviewer
Original review: July 21, 2017

Recently was sent a new phone to replace one that had become defective, called in to activate new phone, 2 days, 9 customer service people and 13 redirects my new phone still shows NO Service, all after many insults, misunderstood directions and the inability to understand conversations. Don't try for a manager nor Supervisor as they just don't exist. Problems do exist with offshore customer service centers, I do understand this, however this is absolutely the worst experience I have ever encountered, and it is a USA Government funded activity.

Verified Reviewer Verified Buyer
Original review: July 21, 2017

I have no income. Lost everything. When I saw that I could get a free phone & 500 minutes through Safelink, I signed up immediately. A year later, the phone doesn't work except for the ability to send an occasional text. I'm in a battle with Social Security. Requires me to get to Doctors & speak to lawyers BUT I CAN'T because voices are garbled. Outsourced rep from India said I needed a Landline for them to test my phone. You don't need to be tech savvy to know this makes zero sense.

I asked if I could have a 3rd party relay instructions to me via text? She said, "No ma'am you cannot, it is a government mandate." SERIOUSLY? There's a U.S. government committee sitting around with clairvoyants to say that 3rd parties can't assist Safelink users? If I suffer my 3rd heart attack, I'm dead because I CAN'T CALL 911! THEY CAN'T HEAR ME! I've documented everything so my daughters can sue in the event of my death. Instead of spending millions on commercials that mislead - Help the people who fell for the bull.

View more
Verified Buyer
Original review: July 18, 2017

I'm a customer for Safelink. I'm eligible and approved by the government to receive assistance with the phone. Still they discontinue giving my minutes without giving me an explanation. They keep on bouncing me from phone to phone, telling me that I need to person x and y but never getting the result. I spend over 8 days trying to resolve my matter, speaking with gov rep saying that I was approved to receive my minutes but on other hand Safelink argues that is not truth.

Finally, they agree that I shall be receiving minutes in hour and it had been two days and haven't receive any minutes. Also, my phone is not working properly and they are refusing to send me a new one. Definitely, this company shall not be receiving one star, they shall not be receiving no star at all. I hope this review get to someone on the top, because I believe they are fraudulent. Also, their website is disaster, when my data was enter, we entered correctly. They change my data.

View more
profile pic of the author
Verified Reviewer Verified Buyer
Original review: July 12, 2017

I'm keeping my old phone number. I called when I got my Safelink phone about porting my old number from another carrier. I have had this number for 17 years. My old company releases my number to Safelink and then they tell me it's not a working number. I have talked to at least 10 people. Finally they tell me they send me another Sim card that I have to activate when I get it. I never have had trouble trying to Port a number before.

profile pic of the author
Verified Reviewer Verified Buyer
Original review: July 12, 2017

My phone is over a year old. Recently it has been having all sorts of problems. The battery was failing to hold its charge. I also recently had a certification for service. I didn't know being in a shelter for the homeless meant I have to recertify 3 to 4 times a year nor did the form state that fact. I called customer service only to be told to call back on another phone! I don't have a backup nor can I afford it. The csr kept saying SORRY. So how can I borrow a phone if someone won't lend me their phone? At this point they owe me an upgrade and $$$ for the aggravation of being without service. The website is not helpful at all. Obama screwed us over.

How do I know I can trust these reviews about Safelink Wireless?

  • 911,741 reviews on ConsumerAffairs are verified.
  • We require contact information to ensure our reviewers are real.
  • We use intelligent software that helps us maintain the integrity of reviews.
  • Our moderators read all reviews to verify quality and helpfulness.

For more information about reviews on ConsumerAffairs.com please visit our FAQ.

Verified Reviewer
Original review: July 10, 2017

Wish I could give it ZERO stars! First when I applied, I already had a Tracfone that had 700 minutes left on it & was good until December, 6 months away. I was glad to get another phone free from the Gov because my Tracfone was having problems, it did not notify me of my messages so I missed my mother's passing by 4 Hours (I'm only 7 minutes away from her rest home) so they cancelled my old phone & the new quit within 2 weeks! The rules state you have to make at least 1 call a month or it will be cancelled. I made at least 8 that 2 weeks, then I get a messenger note from work saying "Did you get the message not to come in?" The links from Safelink National to Safelink CA don't work, as well as the main google listing. I contacted them & tried chatting over the computer but she said, "You have to call the CA office." She gave me a porn site number!

You can get the CA office online but you have to have an ID number from them before you can do anything! There was no number when I got the phone so I tried using my pin number I use for most things & it didn't work. The number they give you to call to reactivate gets you to a taped message to call them then hangs up! Am I supposed to use up someone else's minutes trying to reach them? The other part of this scam is on their Help page which directs you to another website where you're supposed to pay a live person $20 to fix the issue! The only option I had was to cancel the service since I didn't need an id number to do that!

Now I have to write them a letter, (to Colorado no less!) to try & get my new phone fixed or the service on the old phone restarted! This is supposed to help poor people? BTW the free phone was CRAP. It had no memory for more than Facebook, Instagram & YouTube & a security app, it also had to be charged every night! Don't waste your time & money on this scam - I think they're scamming the Gov out of $millions.

View more
Verified Reviewer
Original review: July 6, 2017

I am writing this review after a month long frustration and several phone calls later regarding my Safelink enrollment, which as of today has still not yet been resolved. I lost my job and am currently unemployed, I have minimal monthly income and qualify for the Medicaid Safelink Free 200 minutes. I was told the enrollment process would take up to 2 weeks once my application and all required documentation was received. It has been 4 weeks since my Safelink account online shows I am approved and enrolled for the service but have still not received my minutes. I called Safelink customer service for my minutes and have encountered incompetence and frustration.

The customer service agents, one was Mary, another Juan, and Angelique, have been unable to figure out why I have been unable to get the minutes. I understand that, the problem I have with them is that they will not let you speak to their manager. So if you ask to speak to their supervisor they tell you that they are the supervisor, this has happened with each and every phone call. I asked to speak to a manager and have been told there is no manager or the manager is busy. I have asked to hold until the manager is available, only to hold for about 15-20 minutes and then have the call disconnected.

Safelink service is outrageous, I can not imagine how this goes on. I wanted to look up the company's compliant profile and am not surprised by what I read. I want to log my complaint about this company, including their poor performance. Our tax dollars at work, the federal gov should be made aware of the services they are shelling out big dollars for. Hopefully there will be a change in the service provider.

View more
Original review: July 5, 2017

The primary reason for this poor review is the laughing and talking I heard (in a foreign language) while on hold for several minutes. I didn't say anything to the representative because I needed to report my phone lost. I kept holding while I could hear loud chatting and joking for some time. Later, she got back to my call and said, "Mam" and I overheard the other rep say "mam" and get back to her caller! This is a blatant disrespect for customers and good business. This call could have been significantly shorter. Not to mention, I do not receive all calls and have never found resolution to this after several attempts to have it corrected.

profile pic of the author
Verified Buyer
Original review: June 29, 2017

I have been a customer of Safelink for 9 years and since day one I've had the same phone sent out to me multiple times with multiple Sim cards. None of them work other than the very first one but the speaker blew out after 6 years of using it... It's the same problem with all of it. I have service bats but the phone tells me no service. I can't make a call or text. I've been on friends' phones that just signed up of Safelink and they have these nice touch screen while I'm still stuck with the same little dial pad no good phone. I'm so tired of this company. And when I ask to upgrade they tell me no because I'm an existing customer and they are only handing out the new 4G phones to new customers. **! All customers with these old ** phones should be upgraded too and that should have been done before any of these new customers got them...

I'm tired of ticket numbers and the same replacement phone and Sim cards. Damn it. I want a 4G phone that works in my service area **. It's the same BS every time I call plus type in bluh bluh bluh. Okay, put this code, that code and this code in. Okay, turn phone on, off, on, off. Is there any difference. No **. It's still the same. I have four bars but it says no service. "Probably because your phone is a standard 3G (NOT) and you need 4G because that's what your service requires but we can't send you out a new upgraded phone because you're not a new customer but instead let's send you out more sim cards".

View more
Verified Reviewer Verified Buyer
Original review: June 22, 2017

On May 10, 2017 I purchased an upgraded phone for $100. It was not in its original packaging and arrived bubble wrapped in a yellow envelope. The phone was defective. Here's the information I sent: "Issues with the phone: Battery drains fast. A problem since receiving the phone. When using the internet, there is severe lag. When trying out any games, there is severe lag. Opening apps takes an average of 20 seconds. Most text messages cannot be sent despite the assistance from Safelink to ensure all settings were correct. Phone calls drop most of the time. Phone calls cannot be completed. I purchased the phone in new condition; however, the phone arrived wrapped in bubble wrap in an envelope and not a package. Why?

I'm led to believe the phone isn't new especially with the issues we have with it. The issues are what I've experienced when a phone is over 2 years old. The options for returning the product on the online RMA form are not compatible with the issues I have with the phone. I need advice on which option to choose for the RMA. I expect a full refund. So far, the experience of purchasing the new phone and the problems with the phone so far has been unprofessional."

I returned the phone only to receive a credit of $80. I was charged a re-stocking fee of 20% so they kept $20. When I called customer service I was told the phone was not defective and that numerous tests were run on the phone. I was referred to a manager who was not available so I left a voice mail. I sent an email and here's their response: "The device was deemed no trouble found. The devices are not shipped in the original packaging due to de-branding requirements between the MVNO and the original carrier. They have to be de-kitted from their original prepaid retail packaging." It took time to save the $100 for the phone only to go through this experience. If this is what they do to many low-income families, they must make a large profit from all the restocking fees of their faulty products.

View more
Verified Reviewer
Original review: June 22, 2017

All read all these valiant points for complaints on this scam, and you will understand. The free minutes scam is create full... Make a two minute phone call and get charged for 15 minutes or more. Do not waste the effort in buying minutes - that's what they want. Class action law suit - anyone?

Original review: June 20, 2017

I have been with Safelink Wireless since 2014 without any problems, until recently. I am disabled and have the "OBAMA PHONE". Last year when my flip phone finally died, I called them and they told me they no longer give FREE phones and I had to purchase one which I did from Walmart, along with a TRACFONE SIM card (that cost extra). I did an upgrade and purchased a Samsung Galaxy Prime. I moved into the smart phone world. So now I have internet on my phone which is handy when I am out on my scooter and need to check weather radar, or in the drive thru at the pharmacy and need to place an order on their app. Basically I use my phone internet VERY RARELY and had SEVERAL THOUSAND MB of data built up on my account.

Last month May '07 I needed to use my phone internet and it would not connect. I checked on the Tracfone app and instead of showing my 3000 + MB it displays a -2 MB. I called them as soon as I was home and spoke to a woman (who was reading off a card). I explained my situation and she kept repeating "It appears you have used all your data, please keep your phone turned on between the 25th and the 1st of the month to receive your minutes". I kept trying to explain that it's not I have used my data, IT DISAPPEARED!

After over 45 min. on phone, I asked to speak to a supervisor, she informed me SHE IS THE SUPERVISOR! So I asked to speak to her SUPERIOR, she told me NO and she will be the one that handles my call. I guess since I am not paying for this phone, YOU ARE that I HAVE NO RIGHT TO COMPLAIN. But I do! IT'S YOUR MONEY they are STEALING, (and the tax money I paid into for 30 yrs working and paying taxes also). This company is ripping off OUR GOVT.

View more
Verified Reviewer Verified Buyer
Original review: June 20, 2017

Alright so here goes. A year 1/2 ago I called and got a replacement phone since the one I had was stolen, after 3 months of calling them back since I never received my phone I finally got one. However it never got any signal whatsoever. I could not text or call or receive calls at all, kept telling me emergency calls only and would not even do those as I found out when I had to call 911. So I called them back and 3 hours later I am told we will send you a new sim card. Great, got it in the mail after 62 days, still the phone did not work!

So again I called. 4 hours on hold and 2 hang ups later I'm told "We sent the wrong sim card we will send you another". Again 47 days later got the "new" sim card and still not working. So again I called back and went through all the crap they put you through, I think that time I got lucky and only spend 2 1/2 hours on the phone, so again they said we will send another sim card, got that one 4 months later and still no signal. So finally I call them again, another 3 1/2 hours of my time wasted and this time they say well I guess the phone is broke we are going to send you a smartphone that will have better signal we are mailing it out tomorrow it should arrive within 7 to 10 days, and gave me a reference #.

Well here it is 2 weeks and no phone so I call them back and say "Where's my phone?" I give them the reference # and they say that is not a valid reference # and there is no ticket for a replacement phone in our system so you must be mistaken about calling. (like I would not remember being on hold and doing all the troubleshooting crap I had to go through again!) So she says we need to troubleshoot your phone. I explained that I have already done that like 4 times and it isn't helping. So the manager informs me that they can't help unless I have signal enough to troubleshoot the phone and that she is going to send me the right sim card for my phone and I will need to call back after getting the sim card to again troubleshoot the phone to see if I need a replacement!!! (ARRGG AND SOME HAIR PULLING AT THAT POINT!)

Also she said that they do not send out smartphones for any reason and that I was mistaken and didn't listen correctly and that I must be lying since the reference # I gave her was wrong. How rude!!! (Good thing she wasn't within arms reach at this point!) So needless to say by the end of that call I had pretty much told the lady to stick her service where the sun don't shine. I hung up and cancelled my service and signed up for assurance where I will be getting an android smartphone and I talked to someone speaking English. People do not use Safelink Wireless unless you do not mind wasting your time on hold speaking with illiterate non-English speaking people who call you stupid and a liar and still getting no service or working phone!!! Too bad I can't give a negative star review!

View more
profile pic of the author
Verified Reviewer
Original review: June 18, 2017

Luckily, I've never used Safelink services in any capacity nor will I ever after this recent experience. Today, I tried to help a friend resolve their issues with this company. The following are my personal experiences over 3 different phone calls with 3 different customer service representatives. Man answered the phone, didn't introduce himself. I explained the problem, couldn't answer any questions, but said he would transfer me to the right person in technical support who could help. Man introduced himself as Carlo. Extremely rude, had difficulty understanding him, and he kept me on hold for 15 minutes while I could hear him breathing. I asked why it was taking so long, he responded "I'm looking at your information to find out what happened" another 10 minutes go by and he's still breathing in my ear so I asked to speak to his supervisor.

He said he was going to solve the problem and I should just wait then he followed with "we do everything right here, this is obviously a problem on your end" to which I responded harshly and told him to either connect me to his supervisor or give me the manager's name. He said he wouldn't give me his last name or the name of his supervisor, but he would try to find a supervisor though he didn't think one would be available and that I should just wait and let him "look into it". So no supervisor, the problem is on my end, but you can't even tell me what the problem is so I waited another 8 minutes then called their customer service from a different phone while I was still on hold with Carlo.

A Lady answered and introduced herself as Mary. I explained the situation and asked if she could connect me to someone who could help. Carlo who could hear the conversation yelled "I help you man" then he put me on hold with a Spanish operator so I hung up. At this point, Mary said she would transfer me to the correct department and put me hold again. 12 minutes later I hung up and wrote this review. This company mailed a product to my friend, but forgot to include the apartment number so the package was returned. He said it took them more than a month to send him a small package. He also complained of slow internet and terrible phone service, but recently the service was interrupted completely.

After almost an hour nobody could even tell us what the problem was. They were rude, didn't know their head from their behind, they wasted an hour of our time, and the worst part is that the problem is still unsolved. Clearly, they're incompetent people, they provide abhorrent customer service if any so if you have the option stay away from these people at any cost. The only solution to "companies" like this is for consumers to make smarter choices, which would force these people out of business. Also Yelp should introduce a "0" star option because that would be very appropriate in this case.

View more
Verified Reviewer
Original review: June 16, 2017

Called their 800 customer service to add minutes to my phone for this month. Their website was confusing and useless - but so was the customer service rep!!! I had to explain myself over and over again to no avail!!! Plus, the CSR definitely DID NOT EXPECT ME TO HAVE A CREDIT CARD!!! How can you possibly profile a customer over the telephone as being too impoverished to have credit card? Or too impoverished to afford $10 worth of phone minutes? After giving her all of my information (including credit card) multiple times and her repeating it back to me incorrectly MULTIPLE times - I felt so uncomfortable that I decided cancel my attempted purchase! How can you employ CSRs that don't instill a sense of confidence in their ability?

profile pic of the author
Verified Reviewer Verified Buyer
Original review: June 12, 2017

Wow. Just wow. This company forwarded a broken phone to the client right out-of-the-box. OK, so we BOUGHT one of their "special" phones - Lasted a few months. Pure junk. They made the client spend $42 to have it turned on. Then six months later it failed, and suddenly their service was designated as "pending." They couldn't buy another - No one sells phones to work with Safelink - And they couldn't switch to another plan because they were in limbo there... While Safelink got the stipend - And kept the $42. Time for a GOVT overhaul of this bunch of pirates. A class action suit wouldn't hurt, either.

Verified Buyer
Original review: June 12, 2017

I have a plan with them to pay $15. per month then I suppose to get unlimited texting and messaging plus 500mb internet access. On May 28, 2017 my phone disconnected due to the expiration of my plan, (although they have my credit card number) then they have my service back next day on May 28, 2017 and that's not OK. On June 1, 2017 my phone get disconnected again. I kept calling the customer service whom they told me there is nothing wrong and they connected me to the Technical Support Department whom they made a lot of check to my phone and they said it might be an outage in my area and they found nothing, finally they asked me to have my phone off and turn it on. I did but nothing changed, they told me to give them 4 hours and start using my phone again, that was since June, first 2017.

Finally my phone back and they told me I have only 293 mins rolled from month May!!! I asked them, "Why you rolled those mins. from May when I suppose to have 500 mins by June, first, if I don't want to continue on my unlimited plan as I have been notified by them", after that they send me a text message on June 5th, 2017 telling me that I have 458 mins to use in June. Last night June, 10, 2017 they disconnected my phone for the 3rd time and when I called the customer service they told me that my mins expired!!! And I am not going to have any mins till June 15, 2017??

Those guys they own this company seem to me they are not American and they are away and behind from the business law in USA and quality and standard of the telecommunications business, I wonder how come the government of USA gave them this contract of fulfill people benefits and they are not honest, cheaters, they made forgery and fraud to the customer mins. This money is the tax payer money. The money that the company gain should be audited by the highly official teams because it is a millions of dollars and these guys playing with our money. The government has to terminate this contract from them with the charge back money fine plus any possible charges against the owners as soon as possible.

View more
Verified Reviewer Verified Buyer
Original review: June 10, 2017

I read other reviews on Safelink and surprised to see that they are "not" just for the impoverished on food stamp, public housing, or SSI, SSDI. I was under the assumption that is all they did. My story is that I am on gov't assistance due to disability and "had Assurance Wireless". I was happy with them and only one problem that got fixed last year. A woman with multiple tattoos claiming to be from DCF in Pinellas County, Florida was going door to door in my public housing complex. She happened to catch me coming out in my wheelchair to wait for my van. She caught me off guard. Asked about me getting a phone and, I told her I had one from Assurance Wireless. She said, "You can't have them anymore only Safelink. Assurance isn't on the program so, you have to switch phones." (I phone out today that is FALSE statement and a ruse.)

I asked to see her badge and it did say DCF but could've been fake (FLORIDA is the biggest SCAM state in the country). She then told me that she had "permission" from the mgmt office to be here and was the 3rd day in a row. She showed me names on a computer of other residents that signed up. I was taken in so signed up. However, I explained I had to have my phone and not the "fancy" phones because of my hands (holding anything but a small phone is all I can handle). She yes'd me to death. Stupidly, I gave her my info. Later when I returned home, I called the mgmt office to find out about this woman. I suspected she might not be legit. They had not ok'd anyone to be there at the complex. Nobody from DCF had permission. I then, called the sheriff of Pinellas County Fraud Dept.

They took a statement. Then, a few days later I called and they said, "Safelink does this all the time and it is legit. Just that she lied to you". I didn't think I would get a phone but, yes came in the mail and I put it away thinking...if I don't activate it; I am fine. I will just send it back. Well, you can guess what happened. My Assurance Wireless was disconnected. Account even disappeared. I called them and they felt bad I was taken in by Safelink and that I had to wait 60 days before reapplying. Safelink didn't require 60 days...just took away my Assurance services. So, right now, I am paying .10 per minute for each text and talk. At least, I have a phone. The gov't should not be giving all these out to people. I see many that already have phones so, this is a 2nd phone for them. I have a basic small phone and do not want the "FANCY" Google, iPhone, smartphones.

You, the taxpayer, is paying for us to have these phones we don't need. It is wrong. So, I am left almost without a phone. I was able to put some money on it with a debit card. I can't get out to post office to return the phone. It is a mess. I can't qualify for any other free phone in other companies. You have to use their phones that I can't use with my hands. Safelink is deceitful. She did break the law as no soliciting is allowed here. But, the mgmt company did nothing. That is my story. I can't make phone calls or texts. Has to be saved for medical calls only. Wrong to do this to someone. Thanks for hearing me out. Doubt I will get a message regarding this issue.

View more
Verified Reviewer Verified Buyer
Original review: June 6, 2017

I'm allowed a free cell phone and minutes from Safelink Wireless as part of my health insurance plan. I first tried applying online but wasn't able to because it kept saying my DCN number was required even though there was no place to enter my DCN number. So I called them and requested they mail me an application. Over a week later and still no application so I called again and they said it should be coming in the next couple of days. Waited another week and still no application. I called again the middle of May to request another one be mailed to me and a week and a half later, still no application so they said they would mail me another one. I said "NO: If the first two didn't come, the third one won't either" and requested to be transferred to a manager. The manager told me I could go online to my account and print off the application form (not sure why the first two people didn't tell me this).

So I printed off the form, filled it out, and mailed it in. A week later, my application status online still said "Pending. Application required". I called them and the woman I spoke to said that they had received my application but that they just haven't entered it into the system yet. Several days later and it was still "pending" so I called again and the man told me that they had never received my application. So basically the first woman had lied to me. The next time I tried to send in my application, I faxed it in case somehow the first one got lost in the mail or something. I faxed it yesterday at noon and my online status still says "pending" so I called back today and the man told me "It may take 2-3 business days for them to enter it into the system". I'm pretty sure this was also a lie. Why would it take up to 3 days to confirm that they received a fax?

This company is absolutely horrible. Everyone speaks with very thick accents that are hard to understand and at one point, while expressing my frustration, I said "I've been trying for over a month to get this phone and keep getting the run-around and haven't heard so much as an apology." You would think this would be the perfect time for the customer service person to apologize, but no. Silence on the other end. They refuse to apologize or take accountability for providing horrible service. I have no hope that I will be receiving a phone. This has to be some sort of scam to receive money from government-funded health programs without actually providing the service they are supposed to provide. I guess my next step is to call my health insurance provider and ask what I'm supposed to do in this scenario. These are scum bags. If there was an option to give them 0 stars, I would.

View more
profile pic of the author
Verified Reviewer
Original review: June 6, 2017

This is the worst company and worst consumer experience of my life! I am on my 9th phone call to them. Frankly, I don't have the strength (I'm 70 yrs) to repeat all their errors, hassles, no phone service network especially indoors, the nastiness of their personnel and horrific attitude to not solve the issues. I will just concur with the many accurate complaints with Safelink Wireless listed here. It's all accurate - I concur and that's my experience too. How the Federal Government allows this company to provide such widespread fraudulent services is beyond me. The company is ripping them off and us as consumers! DISGRACEFUL. With all these negative reviews surely you must see a pattern! The service is so disgraceful if I was the Federal Government I would remove their certification to supply free government phones! Someone ought to look into that!! This experience is really absurd!!

profile pic of the author
Verified Reviewer
Original review: June 1, 2017

I called Safelink today at 8 am. 11 am was told to give a call back. This went on for 6 times. Finally got a supervisor at 6 pm to tell me my minutes would be put on my phone between June 2, 2017 to June 5, 2017. I always get my phone minutes on 1st of month. I called Tracfone 3 times my phone carrier. They said, "Safelink don't release the minutes until a certain date."

Original review: June 1, 2017

SAFELINK LIFELINE: Glad by chance saw this site. Was looking up how to get past their site, to contact someone higher than their line. Had cell phone for three months, and can't even begin my story. Sad minutes are counted when calling. Since March 2017, used 89% of my minutes. Last Friday used all of them, after 1 hour or so, said to call back when I get more minutes. Hope they don't get those funds. No voicemail, minutes. I have to call to do manually, and so on! Can we get past (611) number? Past supervisor? And email someone higher from the state to read their reviews. I need to rush, but if I had more time this would be a letter.

profile pic of the author
Verified Reviewer
Original review: May 31, 2017

Where to start? If I could give them ZERO stars I would. I used them for years. No issues. Then back in February when I moved to a new home I misplaced my phone. So I called to get another one. That's when the nightmare started. Even though I already qualified and recently re-certified, they made me close my account and start fresh. I filled out a printed application when I found out that I could've faxed it. So to "speed" things up I called them to fax and it was rejected because I already indicated I'd be mailing it in. RIDICULOUS. So I mailed it and after a week heard nothing. I called and they said I already had enrolled in a different program. NOT TRUE.

After two days and 3 CSRs later they said it was rejected because I didn't fill out the form correctly. I asked of the issue and they said, "You wrote the word "proof" on top of the application". I said " So how bad is that? You wanted it on everything else I submitted. You understand I only lost a phone and already qualified, right?" So I faxed it again. Finally, a week later I got my phone but it had HORRIBLE service. Never had that issue. I called and was told it was a SIM card issue. THREE cards TWO months of ** later the issue was never corrected. I gave up. In that span I dealt with no less than 6 CSRs and every one of them was rude as soon as I started asking questions.

This may be a stretch... but I find it quite a coincidence that everyone is "suddenly" having all these issues with customer service and technical issues from a normally reliable company that's outsourcing jobs to 3rd world nations right around an election who has a candidate pushing to "bring jobs back to America". HE SHOULD. I never felt so screwed with in my life.

View more
Verified Reviewer Verified Buyer
Original review: May 30, 2017

Unbelievable! Applied Feb. 28, it's May 30 and still no phone! Documentation required after 3 attempts including pictures sent of a Husky D card and a letter explaining the situation. Calling customer service is like playing roulette with foreign countries they outsource to. No help at all, moronic, they only will tell me "it might be" one of many problems. WHAT ABOUT EXACTLY WHAT DOCUMENTATION REQUIRED MEANS?! I would not recommend this company to anyone. The reps read what's on the computer screen and have no knowledge whatsoever. Seems like there is no US contact to be had. If there were negative stars for ratings, I'd give 'em 5.

profile pic of the author
Verified Reviewer
Original review: May 30, 2017

My phone was disconnected twice without any warning. The customer support is so terrible, they should all be fired and replaced with those who know what they are doing. Their system don't update in real time so it's impossible to have a working cell phone. I would not recommend their service to anyone. They kept claiming my address had another lifeline service in the house which is not true and when I asked how to clear the problem, they said apply March 2018 a year later. That's absurd.

Verified Reviewer
Original review: May 25, 2017

I rarely use my cell phone and was on the 150-minute roll over plan for years. I had accumulated over 6400 minutes. A few days ago I happened to look at my phone and noticed that I only had 340 minutes left. I called customer service and after a long wait time I finally spoke to a lady who did not speak English very well at all. She told me that they changed their plan a year ago and that's why I don't have those minutes. I explained to her the minutes were on my phone a few weeks ago. She went back to her BS story. I asked to speak to a supervisor.

Supervisor gets on the phone, had to explain situation again. After her putting me on hold for several minutes she told me she saw where I had 8000 minutes. So she put me on hold and called a department. After a few minutes she came back to tell me they said I used all my minutes. I told her there is NO WAY I used 6000 minutes (going by what I remembered I had) or 100 hours. Long story short. My minutes are gone and they will do nothing more.

View more
profile pic of the author
Verified Reviewer
Original review: May 24, 2017

I've used Safelink since around 2007. They have sent me 2-3 phones but I have bought bunches of phones. They just sent a replacement and I don't use much and the battery runs down in "1" day! I'm scared to ask for another one. They might BITCH at me! Asked for a smartphone and sent me a piece of junk! I've been thinking going to another gov't program! I used to believe in them but no more!

Verified Reviewer
Original review: May 24, 2017

Safelink is dropping ALL ACCOUNTS for Not renewing service so they can change business models and force existing customers to choose their new plans. Safelink no longer wants to have ROLLOVER MINUTES. So if you received a very surprising email saying your service is canceled and you did not actually receive a heads up to renew and you got canceled that is because they did not actually want you to have a option to not change your plan which is fraud. WE NEED TO DO SOMETHING ABOUT THIS. THEY STOLE OVER 3 THOUSAND MINUTES OF MINE BY CANCELING THE PLAN FOR NO REASON. They simply want existing customers off of their rollover minute plan so they can get us on their new plans of no rollover unlimited for 15 dollars. New business model is fraud to get you off the old plan without your wanting a new plan. >>> Email me for a recorded conversation with them about this situation **.

Verified Reviewer Verified Buyer
Original review: May 24, 2017

I did my application online 4/13, and submitted verification immediately and was told that was the quickest way to be approved. Well I was not processed until May 2, even though I submitted the proof multiple ways. I checked my status which said the phone would be mailed out within 7-10 business days but there was no tracking info listed so I called and the rep said not to worry I should receive it. On the 11th business day I called and a woman told me that she sees it's been processed and I should receive the following day. I waited until 7 days later to call. The rep (who couldn't really follow what I was saying) finally told me that my status never changed to enrolled and I should wait another 7-10 days.

I was upset and told him that's unacceptable and asked for a supervisor but he said he was the supervisor. I told him that I wanted to speak with whoever is above him and he said there is no one. I had to let him know I was not leaving the line without a resolution and he transferred me to "corporate..." At 9:30 p.m. after the customer service department closed... yeah right! Anyway it was the escalations department who told me that a phone was never mailed out and the problem was with the enrollment department and he had no power to help me. That I had to call back the next day to speak to enrollment.

Well today is the next day and a man asked what I needed and said I'd reached the right department. There was no empathy. He placed me on 8 minutes of silence and I had to confirm if he was still there. He said something and said he'd be back soon. That was 20 minutes ago and I am still holding. Now he is totally gone from the line and every 10 mins I hear a second of hold music. If you have read my rant, go with Assurance. You get more minutes and slightly better service.

View more
profile pic of the author
Verified Reviewer Verified Buyer
Original review: May 19, 2017

I was eligible for the free phone from Safelink... However they left me in a very unsafe situation. I had my phone service shut off because this service was to be activated on May 18, 2017. I was on the phone with them for six hours yesterday trying to get the service to work. Finally I went to bed and tried again this morning. Since 8 am I still have no service. I cannot call from an alternate phone as their promise to activate had me try to save a little money and cancel my service. Now they expect me to walk a mile in 40 degree weather to call them from a pay phone to activate?

I have no problem contacting them on "the phone". They say "oh it's fixed. Just shut down, restart and make a call"... "Sorry you are not able to make a call." I call back... They tell me "Call back in 4 hours..." I do. Still nothing. I ask them "Seeing as you are having an issue with this SIM card could you cancel this and send me the free phone..." They say no. Now I am stuck with no phone at all. And they stopped helping. Unless I walk that mile...

SO if you plan on getting the free phone... DO NOT CANCEL YOUR REGULAR SERVICE until you know you are covered in an emergency... Right now I am disabled without a phone. I either have to walk to a pay phone. Remember I was on the phone with them for 6 hours yesterday? I cannot stand that long at a pay phone.

View more

Safelink Wireless Company Information

Company Name:
Safelink Wireless
Website:
www.safelinkwireless.com