SafeLink Wireless
Reviews and Complaints

Today, September 11, 2017 I have been on the phone with SafeLink for the past 2.5 hours because my phone, text and data service just disappeared from functioning. The most bizarre part of this charade is that a SafeLink supervisor transferred me to T-Mobile! The T-Mobile representative had no idea why the hell this was done. Of course I was then encouraged to call SafeLink again for the umpteenth time. The only reason I continue is because I am unable to afford another carrier. Ironically, i purchased an unlimited call, text and data plan a week ago and now there is no service whatsoever! This happens over and over again. Last night I was on the phone for 2 hours and the day before I was on the phone for 2 hours with technical support. This is arguably the most unprofessional, incompetent and deceptive company with which I have ever dealt. On hold for SafeLink CSR department now after T-Mobile debacle. For the record, the T-Mobile representative was appalled.

two weeks ago my sim card came up as unregistered on my phone. i called and they sent me another card in mean time i found out someone else had got a phone [which she was a neighbor] and had my number [protected]. talked to supervisor and he said to ask for phone back, instead of giving back she had number changed to [protected].i have talked to over 12 people and as of now im still waiting on a sim card, tried to put in tracking number, but it cant be found, got other number, it cant be found. was supposed to be here on the 8, 9 now still waiting. dont understand why it is taking so long. really need my phone.every time i call they ask me about the number [protected], which ive never used. it needs to be deactivated and taking off my chart please. ive called almost everyday, . please help., thank you, . you can call my home phone at [protected]

I did not get my 500 free minutes in June, I called and after over an hour on the phone they were not able to figure out the problem so I purchased minutes. I needed my phone as I was on the road. In July after the minutes run out I called again because i did not receive the minutes for July. I talked to two or three different people and the last person told me that I had to buy a new phone. He said his com
putor showed that I received the minutes but my phone was not getting them I explained that there was nothing wrong with my phone, it worked fine when I purchased minutes. I called and talked to another person around July 15 and she knew exactly what to do, manually entered the minutes to my phone and they loaded. In August i did not receive my minutes for the third time. I received an E-mail about how to load the minutes and it works but when I made a call I got a message that said "You re not able to complete this call at this time" I called tonight again 8/6/17 and the guy held me on the phone for 20 minutes while he said he was finxing a technical issue. I still cannot make calls.
This company is being paid by the federal Government to provide a service to low income families and they are not providing the service/

July 27, 2017
Carolyn Rodgers
101 S. Seminary St.
Apt. 06
Collinsville, IL 62234
Enrollment ID#[protected]
Phone IMEI#[protected]

You suspended my free phone services on July 13, 2017 for no reason. I recertified my Lifeline Application as required to receive free cell phone services from Safelink Wireless. Therefore, there was no reason to suspend my phone services. When I contacted Safelink Customer Service July 20, 2017, Johnathan stated I would have to PAY for airtime to have my FREE phone services restored. I refuse to PAY for FREE phone services. At the time my services were suspended, I had 300+ minutes, 800+ mega bites of data and unlimited text. My Safelink Plan provides 500 minutes, 500 mega bites of data and unlimited text. I want my cell phone services restored to what they were at the time of the suspension and at NO cost to me.

I have filed several complaints in an effort to have my FREE cell phone services reinstated. I mailed a notice of complaint to Safelink Customer Service in Oregon and posted a complaint dated July 25, 2017 to your complaint board. I have also emailed my complaint to the FCC and the Illinois Attorney General both of whom should be contacting you regarding the matter. It is my hope that Safelink will IMMEDIATELY
restore my cell phone services.

Sincerely,

Carolyn Rodgers
Extremely dissatisfied customer

I called Safelink customer service because my phone hasn't worked in about 3 weeks. I never recieved mins for July. The first guy was useless. Transfer me to someone. Second person told me they would but the mins on the phone. Waited a half hour. Nothing. I called back and the guy told me they weren't issuing mins. I said. "So the last guy lied to me?" The guy said "yes"! What the hell. Real nice of your customer service to just flat out lie to people. They're extremely rude. Very professional safelink.

My Safelink phone started acting up around 2 weeks ago. I had no sound or alerts when I got a call or text or voicemail. When checking my voicemail, I can't hear anything being said. When I call someone, they can't hear me and I can't hear them. The only thing I could do on the phone was send a text. Then it started coming on by itself and making strange sounds and the battery symbol would blink even though the battery was fully charged. So it finally stopped all that nonsense and I was able to use the phone normally once again. Then about 5 days ago...it lost all sound again just like before. Since there was no way to call Safelink using the phone, I borrowed someones phone and made the call to customer service, technical support. I was told to take the back off my phone and check if there was a pink strip and there wasn't. I was told to turn the phone back on. The service person whose name was Edward then informed me that my phone was working fine and he could tell this from where he was. I told him no...the sound doesn't work and he kept saying "Ok, have a nice day" and trying to hang up on me. I had to get a bit loud with him and told him not to hang up on me that I wanted to talk to his supervisor. He finally transferred me to someone else who made me do the exact same thing with taking the back off of the phone and this time checking for a white square up by the battery prongs. There was a white square. He then informed me that I wasn't eligible for a replacement phone. Even though this phone (probably used and refurbished) wasn't working through absolutely no fault of my own. So I asked to speak to his supervisor and next talked to a lady who told me the exact same thing about how they can't replace this faulty phone. Now the whole purpose of these phones is so low income and disabled folks like me can have a lifeline to call 911 or make Doctor's appointments etc... It made no sense to me why they wouldn't just take back the defective phone and replace it with one that works properly so I can be safe and able to call someone should I need them. She said a policy change 3 months ago made it impossible for them to replace the phone and that I would have to buy a new one from them. Now if I had the money to buy a phone...do you think I would even need Safelink? So, here I sit...no way to call 911 should I need to and no way to call or accept calls from my Doctors office. I've had to ask people if I can give my Doctor their phone number and if they would kindly take a message for me when they call. It's ridiculous. I feel very unsafe with no way to call for help should I need it and I wonder what would happen if I were to need emergency help and couldn't get it because of the defective phone. Who would be liable for that? It seems like Safelink would be very liable and I'm sure any lawyer or TV news cast would be interested in a story like that as well. I'm surprised...if this really is your policy, that it hasn't happened yet!

My 77 year old Mom was approved for free phone service through Safelink approximately 3 months ago. No choice of phone was given. She received an Alcatel touchscreen phone. Since she has never had a cell phone, we knew this would be a learning experience for her so I and her in-home worker went through a series of training events. We attempted to teach her how to make a call, how to answer a call, how to see who called, use of the internet features, etc. She is learning to use the internet feature and is entertained by that.
However, the reason for the phone, and the reason the government began this program was for people to be able to make and receive phone calls. After several "training sessions" it has become apparent that my elderly Mother cannot use the phone she was provided as a phone. It has also come to my attention that her internet use has been undesirable in that she cannot properly chat on Facebook or post and she had made many mistakes that I have had to go in and attempt to correct.
My Mom has been disabled basically her entire life. She never learned to drive and had to be provided with the "Senior" remote from her TV service. She simply does not have the ability to understand new things as well as most, even elderly, people.
Today, we were without landline service in the home. Not only was she unable to make a call, she was also unable to answer the call that came in, then she was unable to find call history to determine who had called.
Realizing that she will never be able to use this phone as a phone, especially in an emergency situation, I called Safelink customer service and requested a Senior friendly or a flip phone. First, I was told the reason her phone wasn't working was that she had to do her annual re-certification, this was the reps excuse 3 times, note Mom has only had the phone 3 months. Then, even though I explained that although the phone actually functions but it is my Mom who is unable to to actually use that particular model of phone, the rep asked me to first make a call and then she actually called that cell number. Of course it worked. Again, not the problem.
After a bunch of canned idiotisms from the rep, I again asked for the phone to be replaced with a Senior friendly phone or a flip phone. I was told that it is all due to warehouse availability and Safelink's policy it to not replace any working phone. The problem is that with my Mother's handicaps, the phone is basically useless except as a toy. Pretty sure the US Government doesn't pay for toys.
I have filed a FTC complaint, so if this continues to be an issue for other customers, hopefully, they will get involved. I happen to speaking at the Senior Centers in a five county area next month and will certainly bring this topic up, along with information on how to file the complaints. I am currently awaiting contact from a rep with another Federal agency to complain that although the government pays Safelink to provide free phone service to the needy, the phones you are providing are not usable for everyone, especially the elderly and/or those with special needs.
I am very disappointed it Safelink and consider their actions to be fraudulent.

My name is Serina and I was at the welfare office in Philadelphia, Pa Monday 6/12/17. I was stopped by one of your employees to see if I was approved for a phone. His name is Jamar. Jamar has since then been sending sexual text messages to my phone. This is really inappropriate and this need to be solved right away. I've called many numbers but no help has been received.

Talked to a lady ID # 510616 and she kept telling me that my phone will not send or receive pictures with messaging. She kept saying it was my internet service. Told her my friends phone does it with the same network. I bought my phone on the safelink wireless website and paid over $300.00 for it. She didn't want to take the time to help me.
I called a week ago because the phone wouldn't access the internet at all and the guy fixed it for me by having me program info in the phone. He was helping me with the picture messaging and the call dropped in the process.
The lady is saying the opposite of what he told me. She just is not a good customer service person. 6/6/2017 at 2:30pm.

This guy is setting up people with Safelink cell phone and using other areas zip codes. When phone are lost or stolen. When a person call safelink on lost or stolen cell phones to report it as a customer you have no idea what zip code a safelink worker is using to set you up with a safelink phone. when you call to report it they support team refuses to turn off phone due to the customers has no ideal what zip ode was use in the beginning. they have the information as to what zip code was use but refuse to tell the customer.

The phone no longer allows me to make calls or texts. I use my phone for business. This problem needs to be resolved. I know that earlier today my phone was working and now it isn't. I'm furious that i can't make my calls or text anymore so now I am no longer able to make any money now. The phone is useless to me without being able to make calls or text.

I had to reapply with safelink with new application and submitting all the proofs again then I got qualified and enrolled in February 2017. They used my old phone number which was fine with me but I needed a phone to use the services and I was promised to receive the phone in 7 -10 business days . since then I am still waiting but didn't receive the phone. I called many times to customer service and every time I was told that we are going to send it which meant that it wasn't processed in first place . last time I talked to a manager and I wanted to complaint about her because she was so mean and nasty with bad attitude. She didn't want to listen my story but came up on the phone with already prepared decision. She was not helpful at all. Her name is
Anderalyn Flores
ID # 4257.

I needed a new phone because my old one the # 7 button was not working. So I told them i needed a new one, but they shut my old phone off before even sending my new one in the mail! Now I have NO PHONE SERVICE AT ALL ! And have to wait 7 - 10 days before the new one comes!? This is just STUPID, when the new phone comes, than they should turn off old phone & start up the new one then. Now I have no phone service at all for 7 -10 days! this is a joke.. NEVER USE SAFELINK WIRELESS - Trust me THEY SUCK !

Well now.

United states gov't wireless free phone!

1st// application file with ""safe link wireless""!

lets start out with no upgrade of information which was given w/ another affiliated co. I was dealing with over past 9 & 1/2 yrs, on first time of trying to apply w/ this safe link stated application. > stated info which I gave was not relative to info on file w/ sister provider!
*assurance wireless*provider for over 9 yrs

Then after being denied//
figured out problem and updated info with this co.{ safe link} as info they had on file"was not correct "I did correct info well over 9 yrs when situation of mine changed over 9yrs ago, but sister co. never upgraded my info & was running off past info which was not active any longer // they failed to upgrade my info!
Form of fraud on part of co.!

{2nd application}> with"safe link wireless"
Then I am told to reapply with my updated info due to original app. denied & no longer in system // so I re applied with info I was told to submit //ssd from ssa office & us gov't cards so I submit my medicare & co/ prescription card as back up proof

Get notice" documentation denied "this documentation is & was giving by the state of new york & governed by united states federal gov't!
Who pays this co. for their service with gov't & tax payers money!
social security disability administration is a united states governed agency!
I dealt with 1 agent telling me what to do after the co/ co. failure to upgrade the information which was provided over 9 yrs ago. & him telling me that document was fine and would be accepted.

After doing so/ no e-mail notice was given re: acceptance of application // no us mail notice this was into the be-ginning of the 3 week of waiting for acceptance/
1st week wait> denied due to co. incorrect info submitted.
2nd week / told to wait while new application was being approved by site contact help & to fax> medicare documents which was accepted proof of my ssd// which was accepted as documented proof was informed by going online to site to find out documented proof *not accepted* //

informed by {3rd agent} to disregard notice on site as not totally
Up - graded yet & to wait. if not heard by another week to call or get help!
Should get e-mail & or us mail notice within 7 days!/> nothing!

{4th agent} 4 weeks later > notifies me by online site operator"info was not accepted as incorrect info given"not accepting ssd medicare card info
Should submit //ssd info pertaining to finance for the month.
& fill out a third application & submit with more proof!
trying to explain and was just about fed up with all bologna > woulkd file finance wise to see if that would go through agent disconnects as stating while I am typing to her""if I am not going to listen to her she has no more time for me""!? unquote!

This is the so-called polite wireless phone co. & people they have running a service we are paying for as tax payer's

My friend informed me of changing over due to bad service I was getting with co. I had as his service works up where I live & is governed by same state & gov't

He applied stating he was unemployed & filled application got his phone in 5 days! no other info requested!
this was a couple months ago me I have gotten the run around for over 4 weeks!

Today is 24 April 2017 and I have yet to receive a phone that I qualified for in January 2017. My enrollment ID# is [protected]. My name is Ronald K. Hill. I was informed initially that it would only take 30 days to receive an activated cellular phone, and it has been well over 90 days without explanation. Please stay mindful that I have divulged my personal information to this company.

I look forward to hearing from you real soon

I called customers support line to ask if I can upgrade my existing safelink phone to the new offer ads of a new smartphone. I was told existing customers was not elgible to upgrade. I also asked if I close my account and re enroll would I get the new smartphone. They say that they could not gurruntee me a new smartphone .
I believe everyone should get equal phone accommodation. The government is the provider why isn't everyone elgible for new smartphone and data free internet service. I shouldn't have to close my account just to upgrade.

Todays Date 4/4/2017
On March 14 2017 I enrolled # [protected] gave My address and sent all verification information asked. After waiting 20 Days I called and was told That the last two Numbers Of My street address was inverted in My Application (this Is wrong as When I tried Many times later to resend the information making sure I added the correct address I keep getting Message that I have an application already) And why was I not told the numbers were wrong with The email address I sent the verification Information with? What is Going On over There!When I asked to have them look into it I get stonewalled I hate these Overseas Call rooms that really can't provide Good customer service Major Fail for this !

I am so frustrated with the run around I have been on the pone from 9:30 am until 4:00 pm today, have had my service with Safe Link for a month and all of a sudden I have been cancelled. I followed all the guide lines and rules. I was told by Safe Link I had been canceled, they did not know why and I should call Calif Life line I called them they said I was canceled because Safe Link did not turn in the final paper work with my phone# for registration and I should call them back and find out why it was not sent in.
I went back and forth each telling me it was not their fault. Now I have to reapply and wait. I have 7 days left of phone service and I know they will not get the paper work done in time. I have a heart condition and need to have a working phone. This is so wrong why am I being punished for their mistake. Is this the type of treatment because it is through low income services

I Called to recertify 1/31/17;It's been 2 months & over hrs of wait time, while being hung up on, left on hold, to hang up to get no results, & this is after I'vbe given info.for a new phone, submitted all forms, thru email and faxing, I've got no phone as of yet, & smart talk, like I've done something, or theirs someone else N The Same household, after I've sent info.regarding I'm the only 1, staying in the facility, My life Is N danger w/NO Phone, to call emer, if needed, safelink has dealt I a serious unprofessional blow, against Humanity, to take Info of a person, to use it against them Is Unlawful, to tell a person, something is in the mail, when U know u're lying, is what Safelink has put I thru, I'm N need of talk mins, in case an emer happens, in such a part of town, u need a phone to call 911 @ any instance...

Mi nombre es Xiomara Granado tengo una aplicación hecha desde el 12 de febrero para la solicitud de un cell porque necesito ir a las clínicas y no tengo y califico para el mismo tengo 71 anos y he mandado pruebas de todo tipo tarjeta de los food stamps, tarjeta de medicaid, tarjeta de residencia y tarjeta de del social, mas una planilla firmada q te piden, y todavía no me envían el cell cada vez q llamo me dicen q me falta mi tarjeta del social y la he enviado 4 veces por emaill y me confirman q si q ha llegado perfectamente, ya de esto hace una semana y cuando hablo con el representante me dice que el estado de la aplicación sigue pendiente porque falta esta ultima prueba y asi sucede cada vez q llamo siempre me dan una excusa q si el sistema esta demorado en fin es una burocracia total te dejan descolgado el teléfono por tiempo indefinido muy mala atención al cliente, por favor mi numero de inscripción es el [protected] si me pueden ayudar mi emaill es [protected]@yahoo.com. Gracias.