SafeLink Wireless
Reviews and Complaints

One day I can use me safelink phone.The next day when I tried using it gave me a verizon message say call can not be completed.

People calling my phone would get a message saying my number isn't a working number. My verification is in good standing and I have 1198 minutes on my phone. I always make more than one call a month so there is no justifiable reason I should have gotten deactivated. This happened two weeks ago and I still don't have my phone service back.

I have spent hours on the phone with safelink/tracfone and no one can seem to figure out why my service was deactivated or how to get it back on. They first told me that there was an error on my account in their system and it would take 48 hour to remove to call back. I did that. Then the tell me they cant reactivate my phone so they would send another.

Waited on that. When it arrived I called back in and they tell me the sim card in the new phone is bad and they needed to send a new sim card. Waited on that. When it arrived I called back in and they told me that the new phone they sent would not work in my area.

Transferred me to a different person to get a different phone sent and that person said that there was an error on my account in their system and to call back in in 48 hrs. That was yesterday and that phone call was 3 hrs long. That's about the length of every call I've had to make to them . This has been going on for two weeks now and I still don't have any phone service.

I called the USAC yesterday and with my info they pulled up my status in the lifeline program and my status is in good standing and has always been in good standing. They do show a recent phone number change. I have never requested a number change. I've been very adamant thru all of this that I wanted to keep my same number.

I have this number attached to everything.

I've been with safelink for close to 7 years and I've always had the same number so I've used that number for every account for everything I've done in 7 years.I wonder what I will have to do to get my service back and how much longer it will take ?

When I signed up for a SafelinkWireless account (TracFone phone), I was told by their "representative" that I would get 1GB data per month. I asked him several times to verify this and he did. When I got the phone from TracFone, i found out that I will only get 500MB per month.

I also contacted TracFone via letter & phone. I was told that nothing could be done and that I would get only 500MB per month.

I called spoke with first representative for 35 min. and I asked to please be transferred to supervisor. I got a very nice gentlemen that was helping me quickly, however he said my phone call needed to be escalated, because of an issue with it not working for my zip code, but when he went to transfer me I was disconnected. But this time when I called back, remind you now it's been over an hour, the gentlemen who I got this time hung up on my. I was upset but instead of understanding me he honestly said goodbye and hung up. I told him he was the 3rd person I had spoke with, that I've been on phone so long that my kids were home and my dinner had been on stove and I was waiting to sit with my kids and eat. I always eat with them and see how there day went. However, I got hung up on. So I call back, I get a woman, at this point I was so upset I was crying. I explained to her that all I wanted was to be off the phone and how upset I was I was on phone so long and lines dead... she hung up. So I have to call again... this time I asked directly for a supervisor and he finally was able to help me. I am so beside how bad the customer service was, I couldn't help but to write hoping someone might understand. It seemed as upset as I was, not a single person cared they caused this. The first supervisor was great and understanding, however the other representatives were not! No one cared I was on the phone this length of time. No apologies no speeding things up. I think the most of them don't know what they are even doing? So I could not activate my phone, it's the wrong phone for area code, I have to send this one back, and wait for another. All together horrid experience. Never have I been treated so poorly! The date today is 2/08/2017, phone # [protected]. I'm sure there will be plenty of notes ( I hope) to describe this horrid experience.

I spent 40 minuets on hold with safelink on 1/4/2017.

I told them they never added the 500mb data for January first.

At that point they replied they add minuets at the same time of data which they never did.

I offered to send a screen shoot showing my data usage which would prove that they messed up and never did add the data.

The person i spoke with would not accept that and was unable to help.

So i am out 300mb data for the month of January.

i will call them in February if the same thing happens referencing the number they gave me.

I called Safe Link to report my phone lost. I received a replacement phone and called technical support to get the phone activated. After spending more than an hour on the phone, the rep informed me he needed to give me my new number. I informed him I did not want to change phone numbers, I have had the number for over 20 years, and he said there was nothing he could do. The next day I called Safe Link and asked to speak to a supervisor who informed me he was sending me another SIM card. I received the card today, called tech support and after spending 1 hr 48 min on the phone I was told a trouble tkt was created. I asked to speak to someone in the USA and was told no and then I was transferred to a mgr who told me there was nothing he could do to get my phone number back and there is no one in the USA I could talk to.

I am a Safelink user. Recently, Safelink sent me a new, unlockable phone to relace my original locked Safelink phone. I inserted the battery and the new SIM card and read the instructions for transferring my existing Safelink phone number to the new phone.

These instructions were painfully inadequate. To "transfer my number to a new phone" the instruction gave only a phone number to call.

Following that came 2-and-one-half-hours of pure hell on the phone! The instructions that came with the new phone made no mention of all the serial numbers and SIM numbers I would be asked for during the process, many of which involved opening the phone I was using, removing the battery to read information printed inside the case, which of course broke the connection, so I had to phone Safelink and start the process all over again.

I had to call Safelink five (5)! times over the next 2-1/2 hours. This required my explaining what I wanted, repeating my information to each new person I spoke with, including numerous persons to whom my call was transferred, but who were no more help than the original person I was speaking with.
Some of them wanted to send me a text code and have me repeat it back to them.:
The code must be sent to the old phone whose number I wished to transfer to the new one. It was required that I use the old phone to request the service I wanted. The old phone cannot access text messages while on a voice call. I had to explain this fact to every person with whom I spoke.
A very large stumbling block was the request for the serial number of the new phone. It was not printed on a label inside the case, I had not received a red-colored "activation card" with the phone, I could not access the phone's menu, all that came up was a blank white box that seemed to require a code or number of some sort.but gave no clue what it might be.

At about the two-hour mark into this ordeal, I finally got a supervisor who told me a keypad combination that displayed the new phone's serial number, and we were finally good to go, almost ready to transfer phone numbers and activate the new phone. I was asked for, and repeated, the new SIM card number. After a lengthy pause, the information came back that it was the wrong SIM card for the area in which I lived!
I was told a new SIM card would be mailed to me. I was also given to understand that I would have to start all over from the beginning and make the phone call to have my phone number transferred!

After two and a half hours of frustration, the phone was useless because It had come with the wrong SIM card!

I wanted to keep the Safelink service, but spending over two hours of frustration, going around in circles with people who read from scripts and kept repeating themselves is completely unacceptable, especially because the situation was never resolved, I have a brand-new dead phone, and I refuse to make that phone call and make any further attempts to activate the phone and get my old number transferred.

Ron Cavin
Safelink phone: [protected]
customer enrollment ID: [protected]
[protected]@gmail.com

I am now on my fourth phone from safelink! I just got the fourth one on Thursday the 9th of June and have had the same complaint and spent many hours on the phone with a representative... Who I couldn't hardly understand they found out that most of the phones they sent me wouldn't work in our area..then the last phone I got I didn't get my minutes so I called and the lady told me she was giving me 450 minutes off talk time instead of the 500 I was originally suppose to get...they said my phone had service now so I tried to make a call well it would say that there was a problem with my call...then I tried to text...not only did that fail multiple times in different areas but it took away my talk minutes. It was suppose to be unlimited text! So I called and an hour after talking to them they said they would senfd a new phone. I have been told that tracphones don't work in our area, so now I'm sure I will be sent the same phone as I've been getting and it won't work! I'm extremely frustrated and need a phone badly but I am awaiting disability so I have no income right now! Then I see an add for a free smart phone through safelink but can't apply because I already have an account set up! That I can't use! This has taken too long to get one that would work and I need something. I am grateful that they keep trying but they keep having problems! How can I get a smartphone? Maybe that would work here! Thank you for your time and effort.

The same day my mom died I lost, well wallet was stolen. whoever ended up with it even tried to open a new mailing address for his illegal intentions including trying to get phones and who knows what else. So instead of Safelink working with me, knowing I have documented poof of situation, safelink shut my much needed phone off at the worst time ever. trying to deal with my moms death and bills, etc etc. now I have no clue who has tried to call me, and was lied to by people at the the 1800safelink numbers and even my phone still says I have have 450 service days left before I even have to recertify, or reapply. I have never dealt with people that all acted like it there first day, and can't fix a easy fix. I do not have any other phone at all. Hopefully somebody will email me or call my number and fix this.. Only guy I know that cant even get somebody from the company that is from America? And can't even get get a manager on the phone..

I have a Safelink phone, it will only call 911. I contacted Safelink Tech support, I spoke to a tech and after an hour of putting codes in the phone, she finally said my sim card didnt' work and gave me a ticket # with a promise to send a new sim card. After weeks of not receiving the card, I called and gave the ticket #. This new person said that the person who wrote the ticket said I needed a new sim card but then someone else wrote on the ticket that I didn't need one. I was told to go through the process all again. What terrible service.

I got a replacement phone Friday! I tried to activate itand it comes back saying call customer support! I called told them four different times about my phone no being able to retrieve my minutes from safelink!I can't call no more cause I wasted all the free minutes I had with the phone trying to activate it!it calls out! It isn't hook up with safe link to get my minutes! They keep saying they will take care of it and don't!

I had a safelink phone and was sent a text to call for re verification for another year but my income changed and i was told i would have to apply again Safelink cancelled my service that day I applied again on the phone and then i looked on the website the website said I was not found for that program and submit proof the website said my address was not found and submit proof I sent proof of both income and address The application was approved The qualification was rejected The address required I kept sending information via the fax One time I received a letter from Safelink requesting address I kept calling and was told need address verification From April 16 to October 13 October 13 I was finally told my qualification was rejected and was told Safelink would cancel my application I have been working on since April 16 and have me re-apply over the phone It is now October 13, 2015 and I am starting a new application and I am being told in 3-5 days Safelink will send an application via fax OMG ! My address still shows required on old application I dont think I am ever going to see my new phone Why cant they just use my old phone Why didnt someone say I was rejected for qualification I receive SSI and Safelink thought I received Supplemental Social Security Is there a difference? Maybe if customer service wasnt so hard to understand this mistake would never have happened OMG ! HELP !

My family had to walk away from Safelink wireless. First, they never did send my son his phone and had him stuck in only approved status, not enrolled. We finally called them and they told him that he had to wait for another 30 days so they could correct their computer system. Then, my daughter tried to redeem her free minutes. She never got them. All they gave her were her text messages. She called and talked to them with my help--their excuse was that she had already used up her minutes for the month. Excuse us? How could she use her minutes up when she never got them? My husband tried to redeem his minutes. He started out with his 500 minutes. Made two phone calls totaling one minute each. Next morning he woke up to zero minutes left. He chatted with Safelink. Their excuse? The same as what they told our daughter. Mind you, my husband is not a huge talker. 250 minutes is all he needs for a month. 500 is double what he needs. To say that he went through 500 minutes in less than 24 hours is so absurd it is ridiculous! My son finally cancelled his service with Safelinik because they were taking too long to send him his phone. My daughter ended her service with them to go to a prepaid service that she pays for out of her own pocket because of her disability and the long fight she was having with them. Now my husband is the next one to go. He doesn't have the patience to fight with them. Way to go with keeping your customers, Safelink. And way to go helping people who are low income get and keep phone service. What a joke. We are still going to have to pay $30 a month out of our own pocket to have reliable service because none of the lifeline companies out there are worth anything. I have checked the alternatives to Safelink and they either don't offer enough of what we need or they operate off Sprint and we don't have good Sprint coverage in our area. Safelink was the best for cell service, but when they steal your minutes or they don't send you your phone, then you still have no service and you are forced to pay for service. There is one cell phone company out there that is not associated with Lifeline but has extremely affordable rates and we are going to that company. At least we will be treated with respect!

August 3, 2015
Hello, I received my Safe Link cell phone on April 22, 2015, and my serial number is [protected]. May 1, 2015, I didn't receive any minutes; however, on May 31, 2015 I had 416.39 remaining minutes, and on June 1, 2015, I received 83.61 minutes. June 30, 2015; I had 453.75 remaining minutes, and on July 1, 2015, I received 46.25 minutes, and on July 31, 2015, I had 381.59 remaining minutes on my cell phone; because I didn't make calls, and at the end of each month I write down how many remaining minutes are on my cell phone. I woke up August 1, 2015 and Safe Link didn't add any minutes to my cell phone ; but Safe Link stole 31.59 minutes from my cell phone, which left me with 350 minutes.
In addition, I would like to say that this Safe Link cell phone isn't for leisure it's for emergency and most important searching for employment. Safe Link could have just kept adding the remaining minutes to the cell phone that I already had like they been doing. If Safe Link stolen my 31.59 minutes they could be listening to my important conservation on my cell phone.
Feel free to contact [protected]@[protected]
Thank you !
Sincerely your, Ms. Janice Jarrett

I wanted to subscribe for their services and therefore I went to the website www.safelinkwireless.com. I filled the form and waited that someone would contact me soon. Nothing happened. I checked the website and emailed them. The rep replied and told me that I needed to come to their office. They refused to subscribe for their unlimited phone calls through phone. But they don’t work on weekends, but I have no other time.

I been approved on feb 10-2015 ssi paper work recive phone # givin to me is [protected] I been waiting on my phone to come scence feb 10-2015 to 3081Danieltown Rd Dundas va 23938 secnce feb 10 it is now april 21-2015 and still have not receive my phone please help me recive my phone I did the wait 10 to 15 business days at least five times they ask me to give them another address my nefphew address at 16104 Gray ave chesterfield 23831 waited 10 to 15 business days and it did not come there either now on april 21 their change again and sending it to my correct address witch is 3081 Danieltown rd and now I have to wait again for another 10 to 15 days again something wrong I get all other mail and bills to my home I brought this home in 3 20014 I use to live at my nef at 16104 gray ave chesterfield until [protected] please help me recive my phone at my home at 3081 Danieltown Dundas va the post office for my mail is in kenbridge dundas only has P O Boxes my mail comes throu kenbridge post office please help me to get my phone thank u mrs Nadine sullivan

I applied last mo. For a free cell phone and service using safelink, 250 min /per mo.
Based on my low income. I was approved
I then mailed in all the requested proofs, ss card etc
I never rec'd the phone or servie within l0 bs days as promised
When ive called, I get told to call a dif #, so far 4 numbers and they are foreignors
And cant understand english
This is wrong

This is a company that offers 250 minutes per month of free ceel phone use. This would be great for many users if the phone really worked in your home or apartment when you need to use it.in my case for nearly three years, I can't use this phone at all inside of my apartment. It says, no service, has no bars and unregistered sim card. Repated phone calls to safe link to have this corrected - to this date haven't been done. Four and a half hours on the phone with there tec support on monday afternoon of inputing codes, take out battey and sim card over and over again, never sloved the problem. Same thing tuesday of over an hour on the phone again with there tec support and the exact same results. Was told that I would receive a new phone number with a different carrier and that didn't happen also. Very poor and rotten customer service on there part and people that can't speak good english, poor sound, noise in background and agents that talk way to fast to understand them. Yes, it is a free service to those that quality for it and it would be nice to have if it worked just 90% of the time when needed.

I lost my phone in the process of moving across states. Once situated, I contact tech support for assistance May 29, 2014. The phone had been deactivated and I could not remember the telephone. I spent 17 hours, Sat.-Sun., with 7 different reps from tech support. Despite providing all essential info for tech support reps to access my account, they were unable to provide telephone number from records. The 4 supervisors I spoke to were ineffective as well. They provided telephone numbers and instructions that were dead-ends. I actually demanded that reps remain on the phone with me while I walked through the instructions or called the numbers they suggested to prove my point to them. They were providing misleading information and hanging up without any regards to the "disconnect" the end-users are experiencing. They're getting paid to do a service that leads to dead ends are offer little assistance to the customer.

After going through every option provided by automated phone, I finally found a rep to assist me. He canceled service under the old number and remained with me while I re-applied online, uploaded necessary document and was told phone would arrive 7-10 business days.

After 14 days, I returned to website to check status of application only to find the document was rejected. I uploaded the documents a second time, waited a week and returned to website only to discover the document was rejected a second time. I spent an addition 4 hours trying to reach enrollment to discuss the rejection. I eventually spoke to another arrogant and demeaning rep who stated that I uploaded the wrong document. So, I uploaded a different document which I just discovered has also been rejected.

I have been in contact with many tech support and enrollment reps in this process. I have also contacted the corporate office in Florida and was rudely transferred back into the same dysfunctional system I had navigated a series of times. There is no physical store to walk in and get assistance. Tech support, enrollment reps and corporate are all very arrogant, rude, demeaning in their conversation, all lacking professionalism, communication and interpersonal skills.

Outsourcing may save big bucks for companies and provide job security for those in other countries but it gravely lacks efficiency for those in USA who qualify for, have worked for and are entitled to certain government benefits offered to the elderly, sickly and disadvantaged.

It's been well over a month now and despite my application "approval" and all my efforts to upload necessary documents to complete the process and obtain a phone, I still do not have a Safelink (SafeSTINK) Wireless. Everything about this program smacks of a scam.

I have filed a complaint with the FCC which probably fell on deaf ears, fell into a black hole or sitting in a stack of papers on someone's desk. I suppose my next move is to try to locate an advocate to assist in this process.

Frankly, I'm quite disturbed about having uploaded my personal information into a website where the company and their system is so damn dysfunctional. I have no idea who received this information, where this information has landed, who has reviewed it and what happens with this information now that it's been rejected.

If there is anyone who can address my concerns or can provide assistance with this issue, it would be greatly appreciated. I need this phone for medical reasons and I qualify for this program.

Thank You!
July 2, 2014

Very rude chat and phone agents they hire: Here is a copy of a transcript that taken place on June 13th: Angel has entered the session.
barbara would like to cancel application for service

Angel: Hello Barbara. Thank you for visiting SafeLink Wireless.
Angel: Okay, please bear with me.
Angel: Upon checking, it shows that your application has been rejected.
Angel: For further assistance, please contact SafeLink Wireless Enrollment Department at [protected]. For your convenience, our representatives are available Monday to Saturday from 8:00 AM to 10:00 PM EST and Sunday from 8:00 AM to 7:00 PM EST. Thank you for chatting with SafeLink Wireless.
Angel has exited the session.
You are the only user left in the session.

Anglel, then just ended the chat. That's how they did me several times. The phone agents were from Indian or Asia and hung up on me on several occasions. They treat customers in poor fashion just because its a free service. Shame on you SafeLink Wireless.

As I am typing this complaint I am still on hold for 3rd time! Initially I called Safelink because I received several texts and email messages stating that I have not use my minutes this month. Odd... cuz I already used half of my minutes issued by Safelink. I explained the nature of my call and come to find out my enrollment was cancelled as of 3/11/2014. But who? I didn't... Why?... crappy non English speaking reps are telling me that enrollment was rejected back in 2012... I mean this is 2014/March and I just received mins.beginning of this month! Their excuses are getting off of hand! At this point I am thinking... I hope they are making ### out of themselves.. Anyway, they want me to apply new enrollment, I was not happy about that but if this solves the problem... Then after 30- 35 minutes on recorded conversation and went through whole process. My application was rejected! What a waste of my freaking time and unacceptable apologies... Until today I really liked the service of Safelink but not anymore... I still hasn't got a real deal why my service was cancelled. I asked to speak to manager, supervisor, or anyone who can resolve the issue? I am on hold... for 20 minutes and guess what they just HANG UP on me! I am so pissed right now but I am not going to ruin my day~ And come to think about this... only thing I can think about is that couple days ago I changed my plan and this stupid Motha Fxxxkers made mistake and cancel my plan instead of change it! Never ever again!