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Let me first say I do not feel this complaint will go anywhere and we customers need to get this program looked at/checked out by the upper government agency (President). There is way too many complaints about this to just ignore. My issue has been going on since May 2018. I have been trying to re-certify my Aunt's phone service with safelink . I will give the basic info I have been given from Safelink customer service. First the reason I am helping my Aunt she is disabled. I was not the one who submitted her application that got the phone service so neither one of us knew of the yearly re-certification. When I asked about how does customer know how to re-certify I was told they send a msg (my Aunt only uses phone for calls because she does not know how to check or use msg/text). I also asked how do they know when to re-certify (date/time frame) She said "I cannot give you that information" Do they just pick any time in the year and call to recertify? She stated the same thing. And this year has been the first year the phone was cut off so how it was re-certified for the past years we do not know. We did the same things as all the other customers to re-certify; submit documentation by mailing & faxing but they always reject saying to send again can not read. I am not being nasty, but I would love to say here what about when customers call and we can not understand anything they say. I just re-sent the paperwork and was told to check back with them in a week to find out if everything was received and processed. Which was yesterday (18Dec2018) & I called and spoke with 2 different people then transferred to the 3rd person. Again rejected and now account closed and must start from the beginning. I was told they received the faxed info needed but unable to read (which they do not let u know must always call and find out about your acct they do not send out a letter, nothing- very hard for old people to do this). I asked her about why was I told to call back and find out the status if they were going to close the account before we even called to check (fax was sent to them on 7Dec2018 and I was told they rejected/closed account on 10Dec2018) I informed the lady that was not a week (3 days). Long story short I asked for a supervisor/manager, a phone number or means to submit a complaint. She kept telling me acct was closed/reject and that she was the supervisor and there was no one else. I do not know the polices for SafeLink on customer service, complaints etc but I do know someone needs to look into this program because it is not being run very well. This lady (Animel - not sure how to spell her name) she would not even tell me how to submit a complaint and also tried to say she was over the program. I told her I wish they were recording our conservation as they usually state for training purposes. If you have this option it would be great to make them use it so you can verify and know how the program is being handled.
The complaint has been investigated and resolved to the customer's satisfaction.
Hello,
I've been on the phone on & off for 2 months trying to rectify my problem.
I've been a loyal customer of Safelink Wireless since 2016 - with no problems.
About 2 months ago, they turned my service off, out of the blue (my renewal is in Nov)
Ever since this has happened I can not get my phone service to work for more than a week tops. 3 times they reconnected me, and then out of nowhere they turn it off again!
I qualify on the original Lifeline program & qualify on the newer ACP program.
I have been without a phone for 2 months now on & off. This phone is my only lifeline. I am disabled and very much need it for survival. I am a single girl & live by myself in a very rural area. I dont have a landline or even neighbors to help if anything should happen to me. I don't overly use it, don't play games or watch vids like crazy. It's supposed to be UNLIMITED TALK TEXT & DATA with 10 gbs of hotspot.
So why does it keep disconnecting me? I feel like I'm being scammed or maybe not calling the right numbers, bc everytime it welcomes me back and then a week later I get cut off again. EVER since Verizon merged with Safelink, this garbage has been happening.
If anyone could help me I would be much obliged.
recertify my phone
Hi michael allens. I'm Matt from Safelink Wireless. I read your post and I want to help you. Please copy and paste this link http://bit.ly/2qdrKHH to chat with a live agent or call enrollment support at 1-800-977-3768. 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.
I have the same complaint as the first caller. Cutting off my phone because I didn't recertified. The first couple of times I was recertified on the phone itself. This year they sent the form I filled out and my phone was cut back on. The following they claim that I didn't qualify and sent me to the Lifeline site.The person said I didn't qualify after 30 minutes of talking to her because I lived in NC. sHE SENT ME BACK TO THE ORIGINAL PERSON. In May, of this year, 2019, it was cut of again after they said I wasn't qualified, and they thought I was going to fill out another application and I said absolutely, NO! i HUNG UP ON 3 PEOPLE AND CALLED FOR Supervisor to give me a number, to complain to. You need to hire so people first of all that speak English correctly! You need to hire people who listen to people and use their customer service skills. They make it harder is necessary. I finally got someone with good sense! But it required an hour of my time. I've had this same phone for over 15 years. They was trying to send me to lifeline.org and there was something wrong with that site. It says it was not takin g NC again! I am through. I will go through a new company. My name was Lawrence and Brown when I first started. I get Medicaid and Medicare. So thanks for the information, I will use it. Thanks! claw.cl4@gmail.com. I talked with Rinzy! He could not verify anything!
Please contact the Federal Communications Commission, your state attorney generals office, and this company whose name is on the application, USAC, Universal Service Administrative company, the FCC designated administrator.
I agree completely, my disabled wife of 51 years cannot do this recertification thing, I can't seem to each year either (she's had the phone for several years), each year it is the same: submit (nothing's changed), and they reject. I believe they must be a bunch of sadists who delight in making old folks stumble through hoops! Thanks for the usage we've had...
Unfortunately, I've been trying to get my mother's service re-activated for 4 months! I have bought, yes, BOUGHT & PAID FOR plans the agent told me would work with her phone until we can get everything stranightened out. The plans will not work because it is a SAFELINK phone. I would be happy to buy another phone and pay for the minutes myself but my mother is 82. She learned to use the phone she has and even the same phone, or what looks to me like the exact same phone at Walmart is different to her. She has learned to use the phone she has and nothing else will work. I am SOOOOOOO sick of this. I would gladly pay for the phone & minutes myself just to stop messing with this crap! But she wants the phone she has now & can't learn a new one. She is very limited. I've tried to show her how easy the other trac phones are but she can't understand. I've called, I've mailed applications, I've mailed the documents they have asked for, I have bought 3 different plans that WON'T WORK because it is a SAFELINK phone. I've called. I've spent HOURS talking to someone who can barely speak English and get NO RESULTS. I've tried Chatting online. They tell me to call. This is nothing but a piece of crap. They say they want to help people who can't afford cell phone service? Just another piece of government sponsored CRAP
Stop trying because you will be wasting your time.