SafeLink Wireless Customer Service Issues

The following are issues that customers reported to GetHuman about SafeLink Wireless customer service, archive #24. It includes a selection of 20 issues reported from April 21, 2023 until July 1, 2023. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions.

While changing the car light bulb, I accidentally left my phone in the trunk. Sadly, it got smashed and the screen cracked. I had a screen protector on it, but now I'm not sure what to do. All my important apps are on there including those I need for my upcoming job interviews. Missing calls might cause me to miss knowing when and where to go for the interview.

I called the 1-[redacted] number and spoke to a customer representative regarding replacing a lost or stolen phone. The rep mentioned they couldn't locate my file without the phone number or IMEI number. I explained about losing the phone recently and not having that information. When I asked if they could search by my name, address, or social security number, they said it wasn't possible. Requesting to speak to a supervisor was denied, even though one was supposedly available. I am frustrated with this situation.

I haven't had any problems with this service until today. I'm a single mother to a two-year-old girl. I am currently looking for a job, but now I can't receive or make calls. Whenever I try to call someone, the call ends, even if I am connected to my home Wi-Fi. When I attempt to send a text, it says message blocking is active. I need this fixed as soon as possible. Thank you.

Yesterday, I called to activate my service, and it was only active until the end of the day. Today, when I woke up, I found my phone deactivated. My ACP program plan is no longer active, and I urgently need my phone number for work. I rely on it for everything. I kindly request assistance in reactivating my phone with the same number and ACP program plan as soon as possible.

I am a SafeLink customer named Zachary B. regrettably, my Samsung a02S smartphone was stolen. I am in need of a replacement phone, preferably the same model or an upgrade. The email address I used for my application is [redacted], and the phone number is [redacted]. Both my SafeLink and lifeline program applications, along with ACP application, have been approved. I reside in Hampstead, MD, with the zip code [redacted]. I am eagerly awaiting your prompt response.

I have the Assurance Wireless Lifeline program through your company. I encountered issues with MetroPCS. Initially, I was paying $46, but recently it decreased to $16. Subsequently, I was locked out of my MetroPCS account. I then applied for a free phone through Assurance Wireless and received it. The representative provided me with an ACP number. I have been using the free phone for the past two months. I would like to retain the free phone but need assistance transferring my ACP to MetroPCS.

My phone was stolen over 2 months ago, and the thief has been using it to make fraudulent calls and charges from my accounts. I had hoped they wouldn't be able to unlock it due to the passcode, but that doesn't seem to be the case. Please contact me urgently to deactivate the phone and discuss getting a replacement. Thank you.

Last week, I attempted to contact Tech Support due to my inability to make or receive calls. I was repeatedly prompted to switch my Lifeline phone account to ACA without my consent. I did not authorize any changes to my account with Safelink. I explicitly did not want my ACA through them. Please restore my Lifeline phone service immediately. I have personally corrected the ACA issue. The phone number associated with my account is [redacted]. It is crucial that my number remains unchanged, and I request a callback once this is resolved. You can reach me at [redacted]. - M. M.

Hello, I am Gregory Frye. My phone is not working at all. It seems like the back is coming off. This is my only phone as I no longer use my landline. Can you please assist me by sending a replacement phone to the following address: Gregory Frye [redacted] Tree St 2nd floor Philadelphia, PA [redacted] My phone number is [redacted], but unfortunately, it is not operational. I am hopeful to receive a response from you soon. Thank you, Gregory Frye

I have been experiencing a lack of phone calls and text messages for about a month now. This issue is affecting my ability to communicate with important contacts such as doctors, the food stamp office, and my family. Despite reaching out before, I have not received any assistance. I can only use Wi-Fi to communicate at the moment. I would be grateful if someone could help me resolve this problem. Thank you, T. Hall

Tracfone and SafeLink. My wife is handicapped and a disabled customer without a phone. I have been to five different stores and spent $48.13 to turn on my wife's phone, Jeanette K. W. Her health issues require her to have a phone, but she's not familiar with debit/credit cards or smartphones. We need assistance as they seem to be taking advantage of disabled Americans. I may be psychiatrically disabled, but I am not unintelligent.

I lost my phone shortly after receiving it from SafeLink. After three weeks of waiting for the replacement, I called customer service. Despite providing my enrollment ID, they requested phone numbers I had called from the lost phone. Frustrated, I asked to speak to a supervisor, but I was denied. The customer service representative, Alexa, was unhelpful. I have decided to unsubscribe from SafeLink due to this experience. It's disappointing not having my phone and receiving no assistance when seeking help. I will be exploring other insurance options instead.

I need assistance reaching a customer service representative. I was a SafeLink customer who was instructed to reapply in [redacted] but never did. After contacting a representative recently, I explained that I didn't reapply in [redacted]. The representative recertified me, attempted to troubleshoot my current malfunctioning phone, and stated they would send a new phone and SIM card within 7 to 10 days. I was told to call for assistance with the new phone setup upon its arrival. However, I never received the replacement phone and now I am unable to connect with a live person for further clarification. I would appreciate any help in resolving this matter.

The phones I received are not working, and despite getting a compatible one from a friend and a new TracFone SIM card, the APN settings provided by customer service are not functioning. After numerous calls and trying different solutions, the issue persists. I want my phone activated with talk, text, and data as advertised without being pressured to purchase a new device.

Recently, my Safelink phone service was disconnected after I updated my address online. It seems the merger with Verizon and the Govt ACP might have caused some confusion. I re-enrolled and was quickly approved through the Govt ACP Lifeline site. Despite not resolving my issue, the lady I spoke with was helpful. I was given a qualifying code to provide to Safelink to reactivate my service. However, I have been struggling to reach a helpful human agent at Safelink for nearly two weeks now. Each agent I speak to offers different explanations for the problem, and some were not even aware that my service was cut off. I suspect they may want me to buy a new SIM card, but I am disabled and financially strained. Previously, they were able to quickly restore my service, so I believe they can assist if I can navigate the new automated system. This phone is crucial to me due to my disability, and I would appreciate any assistance in resolving this issue.

I haven't received my phone data refill yet after setting up the torch tablet that was sent to me. Unfortunately, my tablet was stolen, but I'm still getting emails about exceeding my data limit. I'm uncertain, but I believe the data is meant to be shared between devices. Can you confirm this? I also want to cancel the service for the tablet since I don't have it anymore.

I applied to Safelink Wireless over two months ago. After an over-the-phone interview, I was told I was approved, and the phone would ship in 7-10 days. However, today is 6/22, and I still haven't received the phone. When I called to inquire, I was told I rejected my application, which is not true. I requested to speak to a manager as this is causing a lot of trouble. My husband, Richard, who is 82 years old, needs the phone for emergencies. Please contact me at [redacted]. Thank you. - Sandra Fast

I have noticed a sudden increase in my phone minutes usage since last month, even though my calling habits have not changed. It seems like the phone is using minutes when I am not actively on a call. I have contacted customer service and had the phone reset twice. I have followed their directions to connect to Wi-Fi, but the issue persists. Despite being home most of the time where the calls should go through Wi-Fi, they are still using my cellular minutes. The suggestion to turn on airplane mode does not work as it interferes with receiving calls. This problem is new to me, and I believe there is an issue with the phone itself. I am reluctant to switch to another service provider. Thank you, J. Blackburn.

I am seeking assistance from someone who can communicate clearly in English. Over the past two months, I have encountered issues with my phone. Despite multiple attempts and contacting customer service, my phone has been reset twice along with my Wi-Fi, but the problem persists. I am not very tech-savvy, but never had issues with my monthly minutes until now. Within just four days, my minutes disappeared after topping them up. The phone does not connect to Wi-Fi at home, despite following all troubleshooting steps. Customer service has not been helpful, and I am at a loss. Any advice would be greatly appreciated. Thank you, J. Blackburn

I've sent multiple emails regarding the issue with my touchscreen. The screen is fuzzy, brings up random pop-ups, and is unresponsive. There is a black dot in the top corner, indicating possible damage. I've not had it for very long, and I've been unable to use it at all. I've been attempting to contact you to request a replacement phone due to the non-functional nature of the device I received.