Safelink WirelessConsumerAffairs Unaccredited Brand
I have been with Safelink Wireless for about 1 year in the state of California and have been disconnected each and every month without fail, and I'm making phone calls so it's not that. It takes about 30-45 minutes every month dealing with customer service to get my service restored. They can't explain why this is happening nor give any assurance that it won't happen again the following month. It really sucks when you rely on an app that shows you where the buses are and when they will be at the stop near you to not work the morning of your Monday workday commute.
Then, when you try to call customer service over the handset in question (611) there is no option/ability to speak with customer service. You will either need to borrow a phone from someone or place a call over the internet from a separate computer when you get home, if you have that ability, and/or a home to return to. Forget about doing the latter in a public library. To top everything off, about 4 out of 5 times I have to call back multiple times and speak with multiple customer service representatives who all don't seem to know what they are doing and where each time it takes them 10 minutes simply to pull up my account information.
As of writing this I've been on hold for about 30 minutes and a customer service representative who after wanting me to call a separate number to "activate my device" determined I didn't need to activate a device that had already been activated months ago after much pleading on my regard and realized that all that needed to happen was simply giving me the minutes, data and phone service that was owed to me. I should note that I transferred the service from the simple device that I initially received with the service, which we can do (Bring Your Own Phone Kit/ability) and the customer service rep explained that because I did that there is a delay in payment on their end or something and that this may continue to happen from here on.
This is a feature that is clearly displayed through Safelink Wireless: ** Whether you're providing your own device or getting it through them, to expect your service to disconnect every month is deeply troubling. If this happens again next month I will look for a different service provider. If you have the option to choose a different provider I highly recommend doing so.
At the end of September I had a Safelink workers come to my home and take down my information for a phone and asked if I had food stamps or Medicaid which I have both. I gave my information but ran back into the women 10 mins later and told her to remove my info because I changed my mind. I called to see if Safelink had my info which they did not. Should I be worried about identity theft? Anyone else have this happen? I'm very worried!
Unable to talk to a live person. Unable to lock cell phone stolen from me. How am I supposed to have i.d. no. on phone if I no longer have phone. Person who stole phone then brought a Tracfone to me. However; Tracfone is not free service. Why does Safelink have different address? Is it Miami or Oregon? Something not right here.
I have spoken with 5 representatives since October and they still have not turned my phone back on. All with different reasons with never the same outcome. A couple of the supervisors had very bad attitudes because I wanted answers that they appear to not know. I finally spoken with a supervisor name Gee and she was good today. She said my application was redone on the 17th of October and it was just sitting there waiting to be sent to my state agency! I was like OMG why??? They need to really train their agents better.
As a low income senior, I rely on this phone for transportation and to call my doctor. When I had a medical incident and needed to call my doctor, it said, "No service". During the hurricane I had no service. One time I reported them to the FCC.
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I was cancel from Safelink Wireless because they claimed they didn't get the TWO recertification I sent them. I was told I had to reapply for service. I was told I would receive an application in 7-10 business days, this was on the 1st of Oct. 2017. After the 10 days, I didn't receive the application. I call Safelink and was told to wait another day. I did... still no application. I called back and was told I had to apply again and to wait another 7-10 business days, on the 18th. The 10 business days went by again, still no application. This company is completely and totally incompetent.
To summarize my experience: I sent an application around the end of June, got sent a denial letter on Halloween that was dated from July 5th. The letter stated I already was receiving service although I never got a phone. Skeptical that someone stole the phone or stolen my information, I called the customer service line, which took me 3 tries of being hung up on before I got a hold of a person. When I finally got to speak to a person instead of a machine, I told them about the letter and asked if someone could possibly be using a phone under their service with my information. He answered "no, a phone was never sent to your address."
That made me feel relieved. I could check that off my list of worries, but now I didn't understand why I was denied a phone because of another phone that simply didn't exist. I had to ask the representative 3 times, "what is the reason why I was denied?". Each time I was told "You just simply didn't qualify" and explained all the things that could get me qualified, and I had all the qualifications other than the phone line that doesn't exist still. In the end, he said he was going to forward me to a department to answer my questions.
I got prompted with the start-up menu from when I first called, and got hung up on. If I could rate this "business" zero that would be a more appropriate rating. Not that I had high hopes for anything free, but I would like to have a clear mind that no one is using my information to get free cell phones or other ventures. To be denied and approved is super fishy to me, and screams at me to be a scam of some sort, since no one could give me an answer like a prompt, legit business would. If I knew where to turn, I would report them to someone. In the future I'm going to warn people about this business.
Sometimes, you usually don't have enough minutes because marketers interrupt too much by timing, and scheduling when they call. Other times, your appointment calls combined to personal or minute calls, you also become minute short before your new month. Just to add, this atypical scene caused me to have no minutes very early in the month, during September 2017- Irma; also including the necessity it took to gain shelter help.
I have used this program for years. I live in the upstairs of a house and cannot make calls on my phone. It dials but then automatically hangs up before the call is finished dialing.
I purchased 2 GB plan through Safelink Phone. But before this I was with Verizon for five years. The most data Ive ever used was one and a half GB most the time. Never went over a gigabyte. Safelink Phone I had a gigabyte of data used before the week ended. Shut my cellular data off I still was using data. Would give them zero stars but it wont let me. These people are dubs. Unfortunately Im at a point my life where this is only thing I can afford. These people are very dishonest. I call them at least for five times a month stay on the phone anywhere from 45 minutes to an hour more.
Yeah tech-support are idiots. When I purchased a calling plans on three or four occasions after the money was taken out of my bank account. The moron shut my service off. Had to call them to let them know when they took the money out of my account. So if you thinking about buying service plan by the smallest one possible which is $15 you probably wont have any data with that. At least you can talk and text. They give you 50 MB that seems just to disappear soon as you get it. Im always around Wi-Fi. It's rare when I use cellular data. But it can disappear even if you have your data shut off. These people are thieves. Someone really needs to sue them a few times to wake them the ** up.
I applied for a Lifeline phone in October 2017 only to find out that I have been a victim of identity theft from 2014 by someone who has stolen my complete identity... I have made over 200 telephone calls including 1 with Lifelock in attempts to resolve this issue as well as capture the criminal. They keep giving you a run around switching you to different people from different parts of the world. None have had the available tools. I tell them, "Go to Home Depot or Lowe's"... Need resolution, they give insults and aggravation... They do incomplete verifications, and are very elusive.
How can Lifeline give someone a phone with a Virginia area code when applying for it in Brooklyn NY not same address as mine, they applied for it with their medicaid and food stamp ID card as verification but conveniently lost the record... They sent me a sim card but not a cellphone insisting that I am the same person who applied in 2014. I ask them to go through comparative analysis and they still insist. I never owned a cell phone. Let us seek justice.
I have spent a lot of time reading complaints here. I was curious what other people have been experiencing. There is obviously a massive problem with a company that does not care about its customers. I have experienced the same frustrating non-conversations with Safelink representatives, who do not speak clear English, and who do nothing more than read from a script. As with other reviewers, I have demanded to speak to managers, but there are no managers. It's very difficult to simply even reach customer service & none of the reps know anything, so don't expect help from them. I lost 10,000 of my minutes because my phone was lost. As soon as I discovered it was lost, I called Safelink to ask for advice & help. I explained, NO LESS THAN 3 times, that I was very worried about losing my minutes. I was also worried somebody would find my phone and use those minutes.
The rep assured me everything was fine and that my minutes would transfer to a new phone. When my new phone arrived, the minutes were not transferred. After hours and hours of stressful & irritating phone calls with reps, and being put on hold for 1/2 hour at a time, while being transferred, supposedly, to corporate - I finally reached corporate. I spoke to 3 different individuals at corporate. None of them seemed the least bit interested and they all repeated what the reps had said "we cannot help you." The last person I spoke to at corporate hung up on me, after I asked for his employee I.D. #. This was Friday, so I knew I had to wait through the weekend to continue my quest for getting some help.
I am going to pursue this and I hope others do too. I am not sure what steps to take right now, but I plan to be diligent about it, as I am angry. The whole idea behind this service is to help those who are low income. So, then they strip you of your minutes simply because a phone is "lost". There is something very wrong with this business model, in my opinion.
With Safelink Wireless I don't have to buy minutes every month. For me it's free. As long as you're getting welfare you can qualify for this phone. I've had it for almost a year and I have no complaints.
It's a free govt. cell phone service so I guess you get what you pay for. They do not provide smartphones, like some of the other govt. cell phone providers. Terrible customer service. They text erroneous information at times. Customer service is out of country and reps are not knowledgeable and often rude. Not the best network but usually sufficient.
It took me over 4 years to get a Safelink phone and then it didn't work and two SIM cards later and another phone, it finally worked. But I am older and the phone was small and I couldn't see the buttons well. I was told I could go to Safelink's shop, but one of their tech people, and buy a smartphone there and my account and free minutes would transfer to it. So I did. Then they kept telling me it wasn't a TracFone and that I had not bought it from Safelink. I argued for over 45 minutes with one person, who didn't speak clear English. I finally asked for a supervisor and got a lady who helped me thru the whole process to get it working. The first of the next month, no minutes. I got ahold of someone on their chat and had the minutes the next day. The next month the same thing.
The following month I had a lot of phone calls to take care of and went thru the 350 min quite quickly, so I was told I could buy from Safelink site $15 for 30 days and when that time ran out, it would revert back to my regular plan and I would receive my free min again. So Aug I bought a $15 plan good for 30 days and figured the 30 days would run out around the 24th of Oct and I could finish this month with my free min. But no free min showed up when I ran out of paid min. Without minutes I cannot call Safelink for they charge your min for the call. And from what I am able to find out online, I seem to have been cancelled out of the free program as of 10/31/17. Also when I tried to get ahold of anyone online, I was told my phone number is not a TracFone so not a working number. This place is horrible and I suffer from stress and panic attacks and am on oxygen. I NEED my phone and this just stresses me to the point of being sick.
Text messaging would not work. Spent 2 hours on phone with 4 customer service people, if you can call it that. No one could help. Next day spent 1.30 hour talking to 6 people trying to get text to work. They say, "Turn phone off and call back in hour if not working." Still doesn't work so, guess I'll be spending another 2 hours tomorrow. Rude and don't know what they're doing. My advise is, please stay away from them. Now, if your phone works then good but if you have trouble then you are really in trouble.
I was a Safelink customer for around 5 years and recently decided to upgrade my phone. The phone I was sent did not work properly so I called and LLLOOONGGG story short I spent at least 20 hours on the phone between many different people, First they sent me a new card, which of course did not work with 1st phone. Then they sent me another phone which didn't work either. So at this point I said, "Forget it. I just want my money back" and they gave me money for ONE of the phones and I had bought TWO total. SCREW you all. I am with Straight Talk.
So check this out: I just signed up again to join Safelink Wireless. I had a phone over a year ago but spilled coffee on it and never even tried to get a replacement and whatnot. So just a week ago I signed up again to get a phone. All was awesome. Got approved as I already expected and suddenly by October 18th, my phone had not been delivered. I spoke with a FedEx rep who told me that all they could do was trace the product but that I'd have to contact Safelink for further assistance.
I freaked out today, the 20th because at this point someone else could have my phone and be using it. I went on my Safelink account and cancelled it thinking it would just close the account and anyone can turn it back on. I called Safelink about the FedEx situation and was told that they could not reactivate the account. I asked to speak to a manager and was transferred to corporate. You would think that corporate could actually make everything better, right? NOT. They told me the exact same thing that the representative told me, that I have to wait AN ** YEAR to get reinstated with Safelink. WHAT!?!? That makes absolutely no sense. Corporate was a waste of my ** time.
And this is why I should have let bygones be bygones and have just kept myself without the phone. This is some **. I thought corporate would have access to more but it turns out they are just... a waste of time. Don't even bother with this company unless you are willing to deal with crap like this. It's a free phone and I wanted to cancel my current company since my finances are in terrible standing. Wishful thinking.
I'm a social worker so I apply for clients all the time. Over the past 2 months I've been mailing AND faxing all my applications and wasn't receiving any phones. Finally I try to call, takes me an hour to get to a person, and then I can't understand what they're even saying. After giving them the same exact information 30 times I finally hung up because nothing was being accomplished and I kept being transferred. I guess my clients will have to find another phone service.
Absolute ridiculousness. I don't even know where to begin, this service makes ineptness look like a quality the company and their "customer service agents" - another HA! strive for! As in, how many people hung up on you today, Kaksnsjld?? Only ten?!?! Sorry, Mary ** had 103 frustrated hangups in only an hour, she's now employee of the day!!! I am not racist, my husband gave me the proud last name **, and we were both laughing at the ineptitude that made my story funny; I had to tell him the story and laugh with him or cry frustrated angry tears. We laughed!
I gave up on them for myself since I can afford Boost, and don't have to consider drastic ways of dealing with Safelink, but was trying to get it for my father, who is extremely hard of hearing, also extremely stubborn about it, and beyond doubt qualifies for Safelink. I gave my Dad the information, but of course the website was no help. So I said, "Forget it, I'll call." So ten million years later (okay, an hour), I actually get a live person, who was actually very nice and seemed to want to help. Guess what, terrible connection. I was on my Boost phone, which is wonderful. Hmmm...
Eventually, not-shockingly, maddeningly, we were disconnected. This is a terrible, horrible, awful service for people in need. I vow to find out whatever I can about these people and do something about it. I'm in a nursing home at the age of 39, for my own icky reasons, and I am surrounded by people who NEED a service like this, but not this horrific one, Safelink, which is like a sadistic fake lifeline provided by jerky **. 'Nuff said. I never rant like this, but this company is the culmination of stupid mixed with lazy and a dash of contempt.
This service is the equivalent of not having a cell phone. As far as the data goes, as soon as your data for the month starts and you try to load one internet page, by the time the page loads, your data for the month is zero. You, immediately, get a page telling you to text ADD to 611611 to pay for more service. This crap is crap. What's the point of even having it? I see why people go out and get more than one phone. The service SUCKS lemons, salt and vinegar.
I am so dissatisfied with Safelink Wireless. I don't know what else to do. I have contacted the BBB, & filed a complaint. Someone from ERD Management (whatever that is) claims to have contacted me, on my only phone that I have, and claims they left a voicemail. My whole complaint is that I cannot make outgoing calls, and my incoming callers cannot hear me. I do not have voicemail… This has been going on all year. I cannot get another free service like Assurance which is wonderful, cause Safelink won't take me off their list. Any suggestions??
Absolute worst customer service ever! During a phone call and on my 3rd day of my allotted 500 minutes without warning, my call just dropped. I tried calling the person back to find out I'd run out of minutes??? What? I went online, paid for, and added unlimited minutes and still no phone. Not having another phone, I had to wait the next day to contact customer service with a friend's phone. God forbid if you can get someone you can understand. My friend's phone that I was using is a pay as you go. I repeatedly stated I was going to run out of time, it had 37 minutes left. She kept saying hold on. Finally it ran out of time. I ended up having to set up a new account and activating an old phone to contact Safelink. (Are they serious? Who came up with that name!)
I proceeded to call them back and once again was on the phone for well over 40 minutes. I got disconnected and when I called back a man answered, he got rude, then it sounded as though he was hitting the keys in my ear. During this time, I added up the usage used which was only 324 minutes. I called back and once again, I was on the phone for well over an hour. Finally, they refunded me the unused minutes and the unlimited card I had purchased. Easily spent over 2 hours trying to get service back on my phone.
I have never had to deal with people who have no clue! I will be telling all my friends about this wireless piece of crap! People were not professionals at all! It took me 3 hours of playing phone tag. My problem was never solved! My experience was not pleasurable at all.
Enrolled with Safelink Wireless 3 weeks ago on Sept. 8th 2017, my application was approved and I was qualified. I also purchased a phone through them and they activated it and transferred my old number to my new phone. I kept receiving text messages from TracFone saying my plan end date will be Sept. 28. 2017. I called and the 1st rep said to ignore it. So I did, until they kept texting me everyday with the same message. Technical support wasn't helpful. Each rep each day I called for the past 3 weeks since I enrolled with Safelink kept giving me different answers to why I wasn't receiving my minutes. Employee Id ** "SYLVER" completely rude to me and in my opinion should be fired. Ensured me my phone will not be turned off, that I would receive my new monthly minutes the 29th with a text message stating that, and my cell phone was cancelled the next day.
Every customer service person kept giving me different reasons why I'm not receiving my minutes. 1st it was the wrong IME number, next was I wasn't even enrolled, 3rd was the old number was still linked to my old phone. The list goes on of nothing but a bunch of bull and customer service not doing their job. A bunch of Indians you can't even understand, nobody can speak clear English. Now my cell is off while they once again enroll me again, does that make any ** sense to anyone. Funny how I sign in my account and says I been enrolled since Sept. 8th and they’re telling me I'm not along with all their other bull as why they can't do their job.
I spoke with 6 different managers and all had different answers and said the problem would be fixed in 24 hrs each freaking one. Every 24 hrs I waited not being able to use my phone, only to find out they say something else about the issue or make up one! So right now I'm as of today they tell me I had to re-enroll. "WHY"? I already am! Says so, since Sept. 8th. Friday Sept. 29th Safelink rep. told me my IME number was still linked to my old phone and to wait 24 hrs for it to have my minutes. Today 10/2/17 Safelink tells me I'm not enrolled and I need to now wait 72 hrs. WTF is going on with this Company. I'm looking into addressing this further, and expose this Company of the hell they put me through, as well as all the unsatisfied customer care and techs that they have, who are useless and extremely unhelpful!
I called because my application had over six different statuses when I checked online. I spoke with over 5 reps and I got a different answer about the status of my app from everyone. I was transferred to 2 different managers one who kept saying, “Go ahead ma'am I'm listening.” While I was explaining my issue then in the midst of me talking he began his own convo with someone in his background in an entire different language. After I said, “You’re not listening. You were just having a whole convo with someone else in another language.” He then got silent and never said another word. I kept saying hello he never responded but I could see from my phone he was still on the line. I eventually hung up.
Next manager I spoke with got upset because I couldn't understand what he was saying because of the accident so I asked him to repeat himself a few times so then he goes "ugh oh my Gosh!" I still don't know the status of my application after almost ten calls. Nobody at the call center speaks English well enough for you to understand. I'm not even sure they know what they are talking about. It's sad it’s the worst customer service I've ever experienced!! The WORST!
Have had one of the "free" phones for about 3 years now. Suddenly, without any warning or reason, I was unable to make any calls. "No service", "Network not available", "emergency calls only" would appear on the screen with any attempt. I kept trying and finally called Safelink to tell them "phone not working". OK, got an "outsourced" service and person could not understand English... I repeated the same thing over and over, spelled it out over and over... After 45 minutes I insisted he get a supervisor. The supervisor finally came on and "yes" I had to repeat everything over again, spell everything ("Florida", "Lane", etc) as he could barely speak English. I finally got him to understand the phone had not worked for over 1 month (neither could understand the difference between "a week" and "a month"). I had to demand a new phone (they wanted me to wait two more weeks and call back).
I received the new phone, and, it was doing the same thing as the first phone. I called again and "yes" I think I got the SAME non-English speaking guy as the first time... and "yes" another 1 hour long drawn out, spell every word, repeat dozens of times guy. He had me do the same thing over and over and over again (take battery out, take SIM card out, dial in code... over and over and over). Finally he says, "You have to BUY an upgraded phone and then see if that works". I said, "Why suddenly are the FREE phones not working?" He had no idea... just kept saying "You must buy upgraded phone and see if that works". My question is: "If you have to buy the upgraded phone, why do they send you a phone that is not 'strong enough' to work in the first place?"
I am also reading that after people paid for an upgraded phone that the upgraded phone does not work either (No Service, network Not Available, Emergency calls Only). So, this service for poor Americans, is sending out phones that do not work and then telling people they have to BUY another phone, that, from what I am reading, does not work either. What is the US Government doing about this? I mean the government is paying for it (with our tax money). Why are the Safelink jobs being outsourced to some non-English speaking service? Anyway, Poor, Poor, Poor service and non-working phones for American poor. Disgusting.
I have had this service for about a couple of years. I updated the service to 2019 and was told I don't need to update again because it was updated to 2019 for service. Well they shut my phone off with a message, "Your account is currently suspended." I called to try to clear this up with Safelink and was on hold for over 1 and 1/2. I had to use my neighbor phone because I don't have a house phone. After the very long wait the woman answer and said she was checking my account for details of why service was shut off. I was on hold again for over an hour. I kept saying are you still there and she replied yes still checking your account.
She then said that the reason my service was suspended because I failed to renew the service. I explained the service was renewed until 2019. She checked and said, "Oh yeah. Well you have to reapply again." I asked why and she said "You just have to wait until the service is renewed." And hung up. I wasn't about to try and call back since I was on my neighbor phone and it took me over 2 hours to get no results. I called back the next day and got a man on the phone. He pause as if he was reading the notes and replied with the same stupid answer she gave me. I told him the same thing, "I already reapplied and my phone reads service is active to 2019."
He said, "Well you have to wait for a new service plan." I said, "Well how long will that take because I don't have a phone." He said, "About 30 seconds." I said, "Oh great." Then he said, "It's 30 seconds to do one thing and about 4 weeks for the application to go through again." Well, it's been 6 weeks and still no letter, no phone call, nothing about turning on my service. I am left with a blind mask on and no phone for jobs, to call my family, friends, emergency, etc. This is no way to do anyone.
Will not give me proof of deactivation so I can get another government phone because they could not get the new upgraded phone to work after ten days of talking to technical support. Now I can't get free government phone because they want proof I am deactivate.
Safelink did not send a yearly verification form which I was to receive 60 Days ago. Another was to be sent the 5th of September. I also did not receive this. I now have no minutes. I've Spent hours on the phone with these 3rd world people. I'm getting nowhere. I have been hung up on 7 or 8 times and these Stone Age folks are putting the blame on me for not sending in a verification form which a 3rd tier manager was suppose to send me. If anybody knows who oversees this 2 mules and a broken down wagon operation please let me know.
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