SafeLink Wireless Customer Service Issues

Hello, I applied for a Safelink phone in February and got approved. I received an email on March 1st stating that my phone had been shipped via UPS with a tracking number. Unfortunately, I have not received the phone and the tracking number provided does not work. I contacted customer service twice, and they assured me the phone is on its way. However, when I checked with UPS, they informed me that the tracking number is invalid. I am concerned as it has been 20 days, and I still don't have a phone. Given the current situation, having a reliable way to communicate is crucial. I am seeking valid proof that the phone has been sent, as I am skeptical after my discussion with UPS. I would appreciate a new tracking number or confirmation of shipment. Thank you, A. Young

I have been a Safelink customer for a while now using phone number [redacted]. My account seems to be deactivated, and issues with renewing keep coming up. Despite previous attempts to fix my account and transfer my minutes to a new phone, the problems persist. I would greatly appreciate any help in getting my account active again and making sure the correct number of minutes is on my phone. Your assistance in resolving these matters would be highly valued. Thank you.

I have a TracFone from the government that I've had for many years. As a disabled individual who cannot go out, my phone is essential for getting medicine and food, as well as staying in touch with others. Today is April 2, [redacted], 11:45 P.M. Around 6:30 P.M., I was informed by one of your agents that I would receive service within two hours, but that did not happen. This has occurred multiple times before. I had to ask my new neighbor to reach out to Safelink using his computer. My phone number is [redacted], and I am still awake. I had two other people contact your company by phone, each receiving a different explanation. I urgently need my minutes back after being without a phone for two days. My stress level is escalating due to this ongoing issue, worsened by the current situation with the virus. I appreciate any assistance you can provide. Thank you.

Since November, my phone has been out of commission. I was with QLink at the time. I unknowingly switched from Safelink to QLink a couple of years back. I prefer not to complain, so I decided to give it a try. Sadly, QLink's customer service was horrendous, unhelpful, and rude. My phone hardly worked, and they couldn't assist me in getting a replacement or making a plan. I switched back to Safelink in the hope that they would be more accommodating. I have been without a phone since November, living in a rural area with my 7-year-old son. I urgently need a phone. I believe I qualify. Even if it's the oldest and cheapest model, it would be a lifeline, especially during the current virus situation. Please, consider assisting me with this. Thank you.

I have purchased three phones from Safelink and Tracfone in less than a year. My Samsung phone was defective and couldn't hold a charge. When I reached out for a replacement, the customer service representatives said I do not qualify. Despite giving out free phones regularly, they denied me. I am currently under a doctor's care and disabled, residing in a group home due to the coronavirus, which restricts me from working or leaving. Can someone please provide me with an unlocked Safelink or Tracfone as an emergency replacement? I am shocked that they sell faulty phones and refuse replacements to loyal customers like me who make frequent purchases. My name is Beatriz R. and my contact information is unavailable as my phone is gone. I am in urgent need of assistance.

On April 1st, I discovered that my Safelink phone, registered under the number [redacted], was turned off. I have been using this phone for over a year, mainly at my son's address. I recently moved into a government apartment and updated my address accordingly. Despite providing all required proof of address and my SNAP card to verify my eligibility, my phone remains inactive. I have spoken to multiple representatives, each instructing me to contact a different number. Given my health concerns and the current COVID-19 situation, having my phone reactivated is crucial for me.

I had a Safelink account until a week ago. When my iPhone was being repaired, I used a Tracfone phone card on my Android phone. Upon getting my iPhone back, I contacted Safelink to register it, but it had a different number that I didn't want. I reached out to Tracfone to transfer my preferred number from my Android to my iPhone. They were supposed to put in a ticket to make the change but it never happened. Now, my Safelink account got canceled, and my iPhone cannot make calls. I need assistance to use my iPhone with my Safelink account. Please help me with this issue.

Recently, my phone started malfunctioning by changing screens and turning off on its own. Following a complete battery charge, the device now gets stuck on the blue Tracphone screen. Despite trying to reset it by removing the battery and SIM card, the issue persists. I had a minor crack on the screen which was later covered by a screen protector, working fine until recently. Due to the current situation with Covid-19, I couldn't find anyone to assist with the phone troubles. I'm interested in getting a new phone and can return the old one if necessary. On another note, during the initial setup, a Safelink representative mentioned a special data plan for Native Americans, which has sparked my interest as I have Native American heritage. My Safelink ID is #[redacted]36.

I need assistance from SafeLink customer service in checking my application status, which I submitted on April 11th, almost a month ago. I bought a phone for this service but have not been able to activate it yet, leaving me without a phone or service for over a month. Due to financial difficulties caused by the current situation, I couldn't pay my Straight Talk account and was advised to apply for SafeLink. I called customer service, and they mentioned the process should take 5-7 business days, but every time I check online, it still shows as pending, requesting more documents without specifying which. I have contacted SafeLink via chat, but they advised me to call customer service, which hasn't resolved the issue. I am feeling frustrated and unsure of what to do next. My enrollment number is [redacted]7, and I kindly request assistance in this matter. Thank you.

I am thrilled to share that I recently spent time with my kids, and seeing them was a joy. I am looking forward to spending more time with them in the future. It's amazing how quickly they grow; my youngest is already a year older. I cherish the moments spent with them and am grateful for the opportunity to watch them as they grow. Time flies, and they never fail to bring immense happiness to my life. I am excited about the memories we will create together as a family in the coming days.

I lost my phone from years ago when I lived at [redacted] State Street in Portland, Maine. I am in need of a new line as I have applied several times, but my bank account has been locked. I am currently home with the flu and unable to call the bank to resolve the issue. The woman at the bank informed me that I must call her to fix the lockout problem but with no food in the apartment, I'm unable to do so. The bank will not allow me to transfer money from my savings for a phone and food without speaking to them first. Due to my disability and respiratory condition (COPD) plus having the flu during the COVID-19 pandemic, I urgently need assistance with getting a new phone. I have been trying to resolve this issue over many months. Please send me a new phone through SafeLink as I am unable to afford one currently. Thank you.

I have been using my Safeline phone, number [redacted], for over 8 months. Despite numerous conversations with your customer service representatives, I have not received any assistance. Each time I call, I am made to go through unproductive troubleshooting steps, only to be promised a callback from a supervisor that never materializes. When I do receive a callback, the system puts me on hold indefinitely, which I cannot afford. This issue is not related to my service signal, as I consistently have 3 bars of service at home. The problem lies with the phone itself, which regularly disconnects from the network when left unused for a short period. Upon picking up the phone, I discover it has disconnected, causing me to miss incoming calls that go directly to voicemail. This ongoing inconvenience necessitates a replacement phone as soon as possible.

As the owner of a Safe Link phone, I'm reaching out regarding my stolen device. I've already reported the theft to Safe Link, had the phone locked, and filed a police report. To assist with investigations, I kindly request the make, model, and ID number of the phone, as well as call and text records from June 10, [redacted], until the suspension was placed. Please send this information to my email at [redacted] Additionally, I'm inquiring if I'm eligible for a replacement phone through Safe Link if mine isn't recovered. I'd also like to know the duration my account can remain suspended and whether I should terminate service if recovery seems unlikely. Due to my current lack of a phone, I'm grateful for your assistance through email. Thank you for your prompt attention. Best regards, Judy Eastwood

I received my SIM card, but when I called to transfer my number, they deactivated my old account. My SIM card is not working and shows "network locked." I tried to activate it online, but it didn't work. I mentioned I didn't have another phone and requested not to deactivate until the issue was resolved. Now I'm without a phone and can't call to get this sorted out. My phone number is [redacted]. I really need my phone fixed so I can use it.

My android phone was hacked, and my service was moved from Safelink to Tru Connect without my knowledge. Your customer service representative advised me to reach out to Tru Connect to cancel their service, which I never signed up for. I have resubmitted my application to Safelink and sorted out the issue with Lifeline. All necessary documents have been submitted. I am eager to know when my Safelink account will be reactivated. Will I retain my phone number, [redacted]? Looking forward to your response.

As a [redacted]% Disabled American Veteran and a member of Safelink Lifeline for 9 years, I had been receiving [redacted],[redacted] talking minutes for free since April until it was suddenly stopped on 06-30-[redacted]. Despite Safelink's claim that I was notified through text and email, I never received any such notifications. I did not get any communication regarding the provision or discontinuation of the free minutes, and I assumed it was due to the pandemic. Now, having depleted all my talking minutes without keeping track due to the surplus provided each month, I find myself in a difficult situation. Despite reaching out online and through customer service calls without receiving any assistance - given my [redacted]% permanent disability and financial constraints - I am left with no option but to seek help here. A modest request for [redacted] minutes to last me until the 1st of August seems reasonable. It's disheartening when representatives like Jellen suggest the pandemic is over, as my vulnerability remains unchanged. Your understanding and support in this matter are greatly appreciated. Thank you, Mr. M., Account #[redacted]

Hello, I recently received an email which I was reviewing the plans in and I noticed that some phones are listed as in stock, but when you try to purchase them, they show as out of stock. Can you provide guidance on what to do next? I appreciate your help with this matter. Thank you, Marisel

I recently purchased 40GB of data, but after a data wipeout, I only received 3GB back. I would like to have the rest of the data that I purchased reinstated. I made this purchase from the SafeLink website. According to the information on their site, unused airtime minutes, including free monthly allotments and additional Airtime Cards, can be carried over for 3 consecutive months if an Airtime Card is added before the 25th of the month. However, if added on or after the 26th day of the month, the airtime balance will reset. The purchased minutes will then carry over with the next three monthly allotments. It's important to note that adding multiple Airtime Cards simultaneously does not extend the carry-over period beyond 3 consecutive months. This policy is effective from the date of your last Airtime Card redemption. I found this information directly on the SafeLink website.

I have applied multiple times over the phone and submitted all required verifications, but I have not received the phone that was supposed to be mailed to me months ago. I visited the DHHR office and obtained a safelink, completing the application and submitting all necessary address verifications. Unfortunately, my legitimate address is not updated in your system and is considered invalid. I provided bills, application, and insurance copies as eligibility proof, but my mail was returned due to a pickup issue at PO Box [redacted], Milwaukie, OR 97[redacted]. Kindly contact me at [redacted] to advise on how I can receive a safelink phone. I hope to resolve this matter promptly. Thank you, T. Bever

I am awaiting the return label to be sent to [redacted] I received the tracking number for the new phone but still need it for the return label to send the old one back. The SAFELINK shipping confirmation order number is [redacted]. The email I received stated that the new item is already on its way. The shipment is being sent by UPS to Dorothy Ingram at [redacted] West St Apt M1, Ware, MA [redacted]. The tracking number is 1Z7X28F[redacted]2. The shipment details are as follows: Part Number Description Qty GPALA501DGLLEP4 GP Alcatel A501DL GSM Handset SIM 4 (TF/NT SAFELINK EXCHANGE) 1 Thank you for choosing SAFELINK! For questions or to contact customer service, visit the website at www.safelinkwireless.com. Sincerely,