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SafeLink Wireless
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www.safelinkwireless.com
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1.6 366 Reviews

SafeLink Wireless Complaints Summary

57 Resolved
309 Unresolved
Our verdict: With SafeLink Wireless's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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SafeLink Wireless reviews & complaints 366

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J
10:27 am EDT

SafeLink Wireless cell phone

Had safelink plone 2 years worked 2 months at diffrent times Call them need some information and send me a reaply every month at least 6 times so far each time takes 5 6 weeks to received send and never hear back call again need to reapply again did so today after doing so 5 weeks ago when I send everthing I could think of birth certif drivers mariage USAF discharge Elec bill SSI card oh about 10 items. I am going to get it fix sending Trump a letter

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6:00 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

SafeLink Wireless government phone

My father is 74 years old and depends on his safelink phone to stay safe and get ahold of people, due to being retired and on a fixed income. He lives deep in the country, alone! He has been trying for two months to get his service restored, no minutes have been added. I have tried to call and get ahold of someone to file a complaint against safelink because people depend on their free government phone when they cant afford a cell phone bill. I'm extremely tired of not being able to get in touch with someone, my retired father has been promised for two months that his new cell phone was on its way and nothing has happened! If someone from management sees this or someone from the government see this please give me a call this is ridiculous! Thank you Tracey Perry & James Perry [protected] or [protected]
[protected]

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6:41 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

SafeLink Wireless cancellation of service

Hello,

My name is Adam Brady, [protected].

I noticed that my phone service was cancelled with out notice.

I called your customer service number 5 times without receiving a detailed account for the service being cancelled, only that it was done by the State of Arizona. I checked with the state police and the department of economic security, none of these agencies knew of what I was talking about.

I was instructed by a voice command to turn off my phone and turn it back on again and the situation would be corrected. That did not work.

I suggest my service be reconnected or I will file a detailed complaint with the United States Federal Communications commission. I meet the federal guidelines of living at a "poverty level". I am currently unemployed.

I can be E-mailed at:

[protected]@gmail.com

Adam Brady

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T
2:00 pm EDT

SafeLink Wireless my cell phone service

My phone number is [protected] it is with safelink through tracfone. I have been trying to verify my eligibility with you since April of 2018. I have submitted my proof via cell phone texting, emailing scanning and downloading and finally regular mail. In the meantime when I have had the funds I have purchased minutes through tracfone. Then after 30 days my minutes disappear. Yesterday I had 200 minutes and today none. Those minutes cost me over $20.00 and I have had to add them a total of 3 times. I don't know what else I can do to get my phone back on. I am currently on the phone with Mark at Tracfone I have been on the phone for over one hour today trying to remedity this problem. I am currently holding for a supervisor, the last time I was on hold for a supervisor I was put back out in the que for customer service. Please help me I want my phone turned on today. I feel it is with urgency that someone look into this problem. The last proof I summited was through regular mail which I mailed to the given address of safelink wireless p o box 220009 Milkwee, Orgeon 97269 over 23 days ago. I mailed my proof of income which included my letter from Soc. Sec. Disability, a copy of my tax return from last year. Everything had my cell phone number on it along with the enrollment ID # which is [protected]. my address is 1100 Lore Ave. #207 Wilmington, De 19809 my DOB is 10/01/1960

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AlexTrac
Medley, US
Sep 10, 2018 5:31 pm EDT

This is Alex from TracFone Wireless. I see you need help with your phone. We apologize for the trouble and inconvenience that you've encountered with our service. This is definitely not the experience we want you to have! We would love to address any concerns you may have. Please chat with us using this link http://bit.ly/2qdrKHH. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST. You may also text the key word HELP to 611611 to view our self-service menu with a list of help key words with valuable information. Thank you.

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A
2:01 pm EDT

SafeLink Wireless inept customer services

It has been two months of numerous calls, emails, text messages and long (sometimes 40 minutes or more...") telephone conversations with Customer Service Reps that seems to have a scripted message for everything without solving the issue at hand.
They keep telling me that they need proof of benefits, of identity, of physical address...

Followed their webpage instructions:

1. Uploaded documents to their webpage...when it works...almost never works.

2. E-Mail documents - most of the times I get error messages from Safelink or my email provider:
- "No enrollment Number" - when it is clearly the only and first thing on the subject line"
- "Email has no proof attached" when the message (I sent copy to myself also) - when it's clearly there.
- "Message not delivered"

3. Fax all documents requested to the number published on SafeLink Webpage [protected]) Cost $12.00 USD.

4. Sent Certified Post Office Mail. Cost $12.00 USD.

...and they want me to send it all again? What?

HOW CAN A COMPANY BE SO INCOMPETENT AND HAVE A FEDERAL GOVERNMENT CONTRACT.

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11:53 am EDT

SafeLink Wireless my phone service

I was re-certified in March for my Safelink phone.

My due date was February but having a fire in my rental house before that forced me to have to move, and the trauma made me forget to change my address with you.

No problem; just re-apply, right!

However, I have been forced twice since March to recertify for my phone service and after recertifying online last Monday, and faxing my SS Disabilty Verification letter within 5 minutes of the online certification that same day, I have YET to receive my minutes this month.

My recertification was approved on 09 March 2018, according to your records.

Upon re-certification in March, I was told I needed another SIM card. I did not get it for for four weeks, since my sister was in the hospital in Arkansas and I went there to support her (car accident); I got the SIM card in late April and installed it first of May. Since I did not get the SIM card before I left out of state, I had to wait until I got back (most people understand a family emergency supercedes worrying about a SIM card being received).

After installing it, I was told to reinstall my OLD SIM card, which I did. So I went over a month without service because you wouldn't simply re-activate and use my old SIM card; but asked to use my OLD SIM card after I got the new one!

I also did to get my minutes in June of this year; I had to re-certify online again; only at the end did the person realize that I was already certified for the year; which I kept telling your CS person over and over for an hour! They then put my minutes for that month on my phone.

AGAIN, this month, you have refused to give me my minutes; telling me that I had to re-certify.

On Friday, 06 July, I sent my application printed from the website (with my name and address already filled in), a copy of my CDL Class A license, a copy of my Social Security Disability letter with my 223 Straight N Narrow Road address on it, and a cover letter by fax.

Since I didn't have my minutes again for this month by Monday, 09 July, I called to find out where my minutes were. I was told that you ignored my complete faxed application sent two Fridays ago and I would have to recertify by phone. I told the CS person that I had to go through this crap in June; I was informed that there was no record of this.

My friend, Mark Harmell, loaned me his phone to call you and get my minutes in June; he sat and let me take over an HOUR trying to get my minutes from you on his phone.

Juanita, the front lobby lady at Campbell and Battlefield Burger King, listened to me yell and rant on the phone while I was trying to get my minutes in June..she kept telling me to "Relax" and everything will work out.

Anyway, last Monday (09 July) I recertified online with your worker and immediately faxed a copy of my Social Security Disability letter to the number given me.

I DON'T HAVE MY JULY MINUTES YET!

A copy of this is being forward to the Attorney Generals' Office along with a copy of my Social Security Disability letter I have been using to recertify with your company.

Since this month is halfway over, I expect the remaining minutes this month to be forwarded to next month, along with my August minutes as well.

I do not have a way of going online to get an updated copy of my Family Services letter, so I switched to my Social Security letter instead. Both are supposed to be accepted by your phone company

I have a copy of my "continued Food Stamp" approval letter which I receive every month, which also lists the SSDI amount I receive every month on it. I am also giving the AG a copy of this letter.

I am tired of this crap ever month of not receiving my minutes! I should not have to recertify until March of 2019.

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Buluck
, US
Jul 24, 2018 11:19 pm EDT

Does everyone know that all the rude/ignorant people that answer the phone at SafeLink are from the Philippines? This is a US Govt program and we hire people from the Philippines to assist us? Pathetic! All of these negative comments listed here by other upset people are ALL TRUE! I have spent hours on the phone with them trying to get a replacement phone and they all lie to you. They keep telling you to “please hold while they check their manual” and then after an hour, they tell you something that is not true. For example... “yes, a new phone is on its way” and then it never shows up. Or, to get a new phone ... you will have to re-enroll, but then you try and RE-enroll and their website won’t let you. You call back and waste another 2 hours on the phone to get another person telling you something else. I was complaining to one person tonight and I demanded to be transferred to their manager. After 15 mins, I got to speak to a manager who was reading from the same dumb manual as the last person. I got nowhere with the manager, so I asked for someone higher than him. He told me he would transfer me to “Corporate”, so I held for another 10 mins. I finally get someone on the phone and told him my complaint and he tells me he is NOT the CORPORATE DEPT, that he is just another manager. So, another lie! The last customer service rep told me specifically he was transferring me to Corporate (which was a higher position then him). I got sooooo frustrated, that I hung up on them. I guess I won’t be getting a replacement phone. Why can’t a US Govt program be staffed by US Citizens that know what customer service I should all about.

BB

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J
3:32 pm EDT

SafeLink Wireless safelink/tracfone tech support & customer service

My father decided to pay for the $15 unlimited call plan as I was running out of minutes due to an influx of doctor appointments and calls. My mobile data stopped working, after being on the phone for 30 minutes, they fixed that issue. The following day, the minutes I had just purchased had disappeared! I had to call customer service 4 times! 3 times I was hung up on or left on hold for over 30 minutes without coming back to respond! They are supposed to check back every 2 minutes to let you know they are still there! Then the 4th call, a SUPERVISOR actually activated the call without saying a word, kept me on the line for 30 minutes, then kept pushing buttons in hopes of me hanging up! I knew what they were doing, as I used to work for Straight Talk. I just calmly said "I'll sit here all day and let your numbers go to s$# t." Then they transferred me back to the beginning! This was after 2 HOURS of the runaround! I was furious! All of this happened because of their "fixing" of the data issue and I'M the one that's being put through the ringer! HORRIBLE customer service! I can finally make a call, but I'm getting the pop-up I was getting when I couldn't get data again. Smh I was better off with the free service.

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2:21 pm EDT

SafeLink Wireless sales representatives

Ive witnessed and others witnessed your sales reps are taking the costermers information and then denying them a phone when costermer is knowly they are able to get a phone and the sales rep. is keeping the costermers phone for there own personal use. Long Beach ca on the 29th day june ..location on Aneheim Street...also on the 28th of June ..location ..City of Wattss on 103rd and Centry at county building location.

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1:13 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

SafeLink Wireless my phone does not work with safelink service which is a government provided plan

It is at least 6 month I am not able to make phone calls. Each time I am trying to call my phone showed a notice net work is not available or emergency calls only or failed call. Each time I have to ask people let me use their phone to call safe link support. Each time it is fixed for one day only. Normaly it is considered I have a phone service but really I do not. It never works. Is there any option of resolution?

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Jnlewis22
, US
Jun 29, 2018 3:47 pm EDT

I had this problem. It took a couple of months and me telling them I was calling the FCC and my state to file a complaint, but I was able to get a phone that connected to Verizon (service is perfect at my house) towers rather than AT&T. Even though I'm directly between 2 AT&T towers, my home is a dead zone. Be prepared to call back every 9 days, write down the names of every rep you speak with and take detailed notes with dates. I explained that I'm disabled and a fall risk. What am I supposed to do, crawl to my phone and outside of I need 911?! The department's do not communicate with one another and no one knows the rules. They'll keep saying you'll get a new phone but they'll cancel the claim within 10 days and not notify you, hence the calling every 9 days, so you just have to keep calling and be escalated up departments until you finally get someone with the capability.
I did file a complaint with my state and the FCC. It's a grant program, so if they can't provide the service on which they receive government money for, they government deserves to know the crappy practices of this outsourced company.

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P
11:25 pm EDT

SafeLink Wireless zte phone

Can't hear when someone is calling.. Letters A, L, N some times wont work.. Changes wallpaper.. Hangs up on people.. When texting won't pull up contacts.. Makes calls by itself.. When trying to erase the curse goes the wrong way types random letters. They dont want to fix this. I need a phone that works. I live by myself and it's lifeline . This my 2nd time reporting this. I also called 5 times.

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9:19 am EDT
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SafeLink Wireless lifeline services

been with safelink for over 5 years last week I didn't recertify because I always had no service an rep told me to open a window or go outside an find a signal I am disabled an what if I fell or had a heart attack how could I go outside so I asked my service to end of month after using my mins up give me I had 298 mins left but the cancelled my service an phone now have no phone to use I reported my problem with no service an no response but will check it out but continued

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6:14 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

SafeLink Wireless lifeline cell service

Never had any problems getting recertified for Safelink lifeline service until April 2018. I got a text message from safe link that I needed to provide documents to continue using service. I called CS and asked what docs were required and what they were asking for was very personal. I advised that I'd been a victim of identity theft in a recent tax return. So would send them the docs with only the last 4 digits of my SS #. They said fine, so I sent them the same day via text msg. Approximately 7 days later my phone was cut off. I called CS again and was told my account was cancelled and I had to reapply. I filled out the application and sent more documents. I waited 10 days and nothing was done. I called CS rep again and asked why denied. They never really explained it to me that made sense. I applied a 3rd time using CS rep to fill out the application for me, since obviously I was doing something wrong. Sent in documents again... denied because I made 63 cents to much above poverty level. They blamed it on new government rules. The rep stated I could never reapply for lifeline services and that there was nothing left to discuss and he hung up. Not satisfied with this, I called CS back and got a different rep.. She stated she would help me submit yet another application for service. Very nice gal, but am I going to get my service back after the 4th application? I have to wait another week to 10 days before I know. Safelink wireless CS sucks and half of them don't even know what their talking about. Some are so rude. Don't they have a training class for CS and shouldn't they all be on the same page? Plus I know customers are hard to deal with when upset, but they should be trained to handle that too. Hopefully I can get my service back. If not I guess I'll find another service provider at an affordable price.

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Update by Macy Maude
Jun 21, 2018 6:31 pm EDT

I need a lifeline service now! Not 3 to 4 weeks from now. Some how Americans with disabilities Act needs to apply to this situation. I feel I'm now being discriminated against. I have always qualified for lifeline services for over 10 years. Now all of a sudden I don't unless I jump through hoops and wait until whomever makes a discision in 3 to 4 weeks longer. I be already been waiting without phone service since April 26th 2018!

Update by Macy Maude
Jun 21, 2018 6:24 pm EDT

Got a letter today from Florida lifeline telephone assistance program... Office of public counsel.
The letter stated that I needed to send more documents to them not Safelink in order to process my application . And that's would be 3 to 4 weeks after they receive the documents before I know if I'm approved or denied. I am so done sending documents! Especially a copy of my tax return! Safelink you suck! And so does your new revisions through the state.

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2:26 pm EDT

SafeLink Wireless trying to get a phone!!

I have been trying to get a safe-link phone for over six months now... Today... After supplying all needed information to them... I get eight separate envelopes in the mail, that all say the exact same thing! "immediate attention required", same date, same everything... Eight separate envelopes... That's just crazy!

So I call the 800 # and talk to this sorta/kinda english speaking person and try to explain my problem... He didn't have a clue! He told me he had my food stamp #, which was required to get the phone... Then told me I would have another packet of mail within 7 to 10 days, with the same information, that I already gave to them! Wtf?

Has anybody else, had this kind of treatment from these (I don't want to call them [censored], so I wont) people, and how did they handle it?

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2:28 pm EDT

SafeLink Wireless zte phone

Can't hear when someone calls, voice mail does not recognize the numbers, when calling someone have to do it twice, won't answer calls, changes wallpaper, won't pull up contacts. I've called 6 times. They reset the phone. Nothing changed. I was Hung up on. Rude people. I want a new phone, this phone can't be fixed, My next thing to do is to complain to the BBB & USAC. [protected]., I have no way to call if I need someone. I live alone. This is my life line.

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10:13 am EDT

SafeLink Wireless safelink wireless

Safelink wireless is absolutely demonic. They train their employees to be demonic as well. Either you guys are here to help low income individuals, or its just another way to keep up with the class of folks in the world who are wealthy or whos not. Get real, step into the light and out of the darkness safelink. Stop being evil because this is not your world, of course, as we know this world, everything in it, and the fullness thereof belongs to our lord and savior, jesus! Yes, satan, you lose and you are the biggest loser to be and will ever be.. Be careful safelink because jesus is not playing. You take minutes away from people whos not even exceeded their minutes, but you say that you are for the people? What if it was an emergency, someones child was sick, or someones grandmother fell and they need to call 911. Just stop it safelink, the government, and all! I pray for you all's mercy because you are going to need it. It is already hot enough on a hot summer day, so why send your souls to hell just because you can. I'm sure that you all have children, grandparents, etc. Just like those minutes are free, so is salvation! Get it together because it is obvious that y'all are not thinking wisely at all. I plead the blood of jesus over our world, the government and their children, families. Satan you lose, lost, it is a wrap, done, over... Get that in jesus name, and all of you demonic folks should thank god, jesus, the holy spirit because the only reason you have the little power that you do have is because of jesus! You silly rabbits!

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11:07 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

SafeLink Wireless phone minutes

Since December I've been try to get my minutes taken around in circles for months just to get my minutes. I've done everything right on my end but everything time I call it's another problem and another 30 days I have to wait. Since Dec/Jan and I don't understand why I have to go thru so much and why it's always another excuse as to why I can't get my minutes every time I call something happens where I have to wait 30 days and I'll call back in 30 days and then somethings else happens and I have to wait another 30 days.im really frustrated with all this back and forth I just want my minutes

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4:32 pm EDT

SafeLink Wireless government phone

I am a friend of Melissa Johnston who number is [protected] who phone is being cheated out of minutes every months. 04-02-18 Melissa but $12.00 on her phone for 500 minutes and they are go today 04-03-18. Today I paid for 30 day unlimited minutes and have called many times to see why the money is still not on the phone. They also refuse to let me speak to a supervisor. I have paid for minutes and have not gotten them.

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2:02 pm EDT

SafeLink Wireless customer service

This company is the absolute worst. I called weeks ago to replace the phone they sent me after losing it, only to be told I am "not eligible" for such, not even paying for it. I then asked to be taken off their service if they would be acting this way only to find out days later that they did not do such, and that I was still in the system. The employee I spoke to this time was rude and even stated she was a Manager, which I found hard to beleive since I'm sure such would not answer any random phone calls to their company. The employee in question neglected to specify why I was still in the system and would not tell me why I couldn't replace my phone other than "it's a system decision, " whatever that meant. She then hanged up on me as I tried to have her explain further this confusing manner.

Calling again, I got to a Supervisor whom I tried to complaint about the previous employee but he stated complaints can't be handled over the phone because they don't have that option. He goes on saying I have to weite a LETTER to their phyisical address about it. This made no sense whatsoever, why do they have a customer phone number if they want anything written on a letter. I asked to be off their enrollment plan for good and made sure they did so this time. I hang up and called again to ask for another Supervisor or higher that could explain this rude, bizarre behavior from this company, being that now it seemed I am not allowed to even complain about it. This other Supervisor goes on stating the same thing about refusing complaints over the phone and even adds since I was no longer a customer, that I had no "right" to set up a complaint of any sort. Again this made no sense, being that if I were a new customer planning to enroll and was treated rudely, would that supervisor say the same thing about it? Ridiculous.

I do not accept this kind of treatment, especially since I am disabled and live on disability with barely anything left to survive each month, this is supposed to be a lifeline for those in such situations and low income, but they act so uninterested and seem to be afraid to take responsibility for their rude actions towards the customer. I will NEVER again sign up for Safelink Wireless and I advice anyone else to completely avoid this company.

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10:48 am EDT

SafeLink Wireless cancelled service

After I enrolled, I order a phone, but the phone arrived damaged, after making few phone calls, they finally asked me to send the damaged phone back for repair, so during these 3-4 weeks I had no cell phone to make at least 1 phone call(their policy), so they cancel my contract, I called them 3 times and explained that it was not my fault, how to make a phone call with a damaged phone, but they kept on saying there is nothing they can do, they are bunch of thieves. So stay away from Safelink.

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8:14 pm EDT

SafeLink Wireless lifeline service

When you sign up for the free lifeline phone, They send you this tiny little piece of crap phone with a screen smaller than an mp3 player, And buttons that are one quarter the size of my fingernail. How is any disabled person supposed to use a tiny little phone like that? They can't that's how. So I went to their website and noticed the ad that says bring your own phone. After an hour on the phone with a tech specialist, yeah right. They finally said that my phone was not compatible with their system, Even though they sell the same damned phone on their website for a hundred bucks. Bring your own phone is a lie. What it really means is were going to force you to buy one of our phones, Or we won't transfer your service. Needless to say I cancelled the service within a minute after [censor]ing out the fake tech specialist for lying on their website. I will never buy a cell phone from anyone, And i'll never sign up for a free phone again. Completely useless junk. My home phone works just fine.

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SafeLink Wireless In-depth Review

Website Design and User Experience: The website design of SafeLink Wireless is clean and user-friendly. The layout is intuitive, making it easy to navigate and find the information you need. The color scheme is pleasant and the fonts are legible, enhancing the overall user experience.

Eligibility and Enrollment Process: SafeLink Wireless has a straightforward eligibility and enrollment process. The website provides clear guidelines on who qualifies for the program, making it easy to determine if you are eligible. The enrollment process is simple and can be completed online, saving you time and effort.

Coverage and Network Quality: SafeLink Wireless offers reliable coverage and network quality. Their service operates on a nationwide network, ensuring that you have access to a strong signal in most areas. The network quality is consistent, allowing for smooth calls and data usage.

Plan Options and Features: SafeLink Wireless provides a variety of plan options and features to cater to different needs. They offer both voice and data plans, allowing you to choose the one that suits you best. The plans come with features such as unlimited texts and a certain amount of data, ensuring that you stay connected without breaking the bank.

Customer Service and Support: SafeLink Wireless offers excellent customer service and support. Their representatives are knowledgeable and friendly, providing prompt assistance to any queries or concerns you may have. They can be reached through various channels, including phone and email, ensuring that you can easily get the help you need.

Additional Services and Benefits: In addition to their basic services, SafeLink Wireless offers various additional services and benefits. These may include discounted or free smartphones, free minutes or data, and access to emergency services. These additional services enhance the value of their plans and provide extra convenience to users.

Pricing and Value for Money: SafeLink Wireless offers competitive pricing and great value for money. Their plans are affordable, especially for individuals or families with limited budgets. The features and benefits included in the plans make them a cost-effective choice for those in need of reliable wireless service.

Overall User Satisfaction and Ratings: Overall, users are highly satisfied with SafeLink Wireless. The company has received positive ratings and reviews for their reliable service, affordable plans, and excellent customer support. Users appreciate the value for money and the additional benefits provided by SafeLink Wireless.

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