SafeLink Wireless Customer Service Issues

My account number is [redacted]7. I didn't receive my minutes this month. I tried to recertify online but received conflicting information. Initially, it said I needed to recertify, but then the next screen said it was too early. After that, I was asked for additional documentation, which I submitted through My Safelink email. Now, when I checked the status of my account, it says I am unqualified. Can someone please explain why this is happening?

I received a SIM card last Friday in the mail. I wanted to use it on my old Straight Talk phone until I get a new phone, but the SIM card didn't work. Despite trying to activate it and contacting customer service multiple times, it still didn't work. After reaching out to corporate, they mentioned that the issue might be my old phone still being activated under Straight Talk. They said they zapped the SIM card I received and that the one already in my old phone should have worked. Unfortunately, the SIM card is still not functioning. I need help with getting a phone from your company and having it activated. Thank you.

I am experiencing an issue with the "Do Not Disturb" feature on my phone. Despite turning it off, it keeps activating whenever I receive a call. This results in me being unable to communicate with the caller as they can't hear me. I have attempted to resolve this by resetting the phone to factory settings, removing the battery, and checking the system tuner options to no avail. This problem persists every time there is an incoming call, making it impossible for me to have a conversation.

Hello, I am Jason Singh and my enrollment number is [redacted]25. Today is Saturday, November 17. Last Tuesday, November 13, I applied for service with SafeLink through the Lifeline program. I uploaded my documents on the website and contacted customer service to confirm receipt. They requested a copy of my EBT card, providing the email address [redacted] for submission. Although I sent a picture of my EBT card on Wednesday, they claimed they did not receive it when I followed up this morning. I have uploaded the image on the website again and re-sent it via email. Kindly verify the accuracy of the email address and instruct me on the necessary steps to qualify for service. You can contact me at area code [redacted], phone number [redacted].

I am Tina T. and due to my disability, I've been receiving free minutes and texts monthly for the past decade. Recently, my old Trac phone needed replacing, and my sister gave me a suitable Verizon 4G LTE phone. Despite having a live chat with a Trac phone representative who assured me that once I received my .99 cent sim kit, my new phone would be ready, I encountered many issues and eventually gave up. I have everything I need, but I believe I require technical support to assist me in activating the new phone. Unfortunately, I've been without a working phone since my old one stopped functioning, and I urgently need assistance. Could you please help me with this matter?

I initially attempted to re-certify but faced issues with the process. SafeLink informed me that I required a new enrollment number for [redacted], which I obtained (3[redacted]). After submitting proof of eligibility via fax, SafeLink notified me that the new application form was not signed. I filled out and signed the application form, resubmitted it, and still received a disqualification status upon checking. When I reached out again and emphasized my eligibility as a veteran, SafeLink advised me to restart the entire process with a new application and enrollment number. As per their instructions, I have completed the new application with the enrollment number 3[redacted] and the last four digits of my Social Security number being [redacted]. On November 17, [redacted], I faxed a signed application, a photo ID, and a VA letter confirming my VA benefits with the appropriate FAX COVER sheet to SafeLink. However, my phone ([redacted]) is still not working.

I have been assisting my disabled sister-in-law in applying for a phone while she stays with me temporarily. She initially lived with her brother in Bassett, VA, until issues arose, leading her to move in with me in Ferrum, VA. Due to unfortunate circumstances involving theft and neglect, she needed to relocate. Her identification, like her Medicaid card, has been copied for verification purposes. Some mail, including home-delivered diapers, has been arriving at my address for her. She is a member of Anthem HealthKeepers Medicaid in Virginia, making her eligible for the SafeLink service. Despite multiple attempts to submit proof of her eligibility via upload, email, and MMS, we have not received approval. We are currently awaiting a birth certificate to obtain a new photo ID. I am seeking assistance in understanding why she has not been approved despite submitting all required documentation.

I have purchased several TracFones with service plans from HSN over the years. Last April, I bought a smart TracFone for my wife, who found it challenging to use and had to switch back to her old phone. Busy with my firefighting job, I got her another smart TracFone in November, assuming I could combine the remaining minutes from the previous plan. However, there was an issue with transferring her number between the two phones. Two customer service representatives were unable to help, one citing the account closure exceeding 6 months, which I believe was incorrect. I believe TracFone should be more accommodating to customers who purchase multiple devices before their service period ends, honoring their commitment without seeking loopholes. As a loyal TracFone user for 5 years, I feel they should treat customers fairly and honor their promises. Thank you, Brian B. [redacted] Franklin Ave. Fortuna, CA [redacted] [redacted] [redacted]

I contacted Safelink today to transfer my number to another phone. After the call, they instructed me to turn off both phones, wait for 5 minutes, and then turn on the new phone to activate the transfer. However, neither phone is working now, and I am unable to contact Safelink to address the issue. I recently purchased unlimited minutes and need this problem resolved quickly. I am concerned about my account recertification and want to ensure that all the tasks were done correctly as I rely on my phone for communication.

I am currently using a SafeLink government phone, which is a TracFone. I am aware that Jitterbug phones come without contracts and are similar to TracFones. I have a government-issued smartphone but am struggling to comprehend its features. I am interested in purchasing a Jitterbug smartphone or flip phone and having the government activate it so I can utilize their plan where I do not have to pay for calls. At the age of 75, I find it challenging to understand my current phone, and Jitterbug phones are reasonably priced, up to $79. I am hoping that Jitterbug can look into this matter as I am feeling stuck and the phone sale is ending soon. I am finding it difficult to use my current phone effectively. Thank you for any assistance.

I am seeking an update on my application status for food stamps. I reapplied a month ago and have not received any communication. The website indicates that my application has been submitted, advising against submitting another. However, I am unable to obtain any additional information. I have experienced challenges, with one agent abruptly canceling my service, despite no changes to my information for over five years. I believe I qualify and am eager for a resolution. For my SafeLink services, I require a T-Mobile compatible nano SIM card for my iPhone. Ensuring phone service in my area is vital. Can you please address this promptly? I am Candi H., residing at [redacted] Griswold Branch Road, Rutherfordton, NC, [redacted], with a birthdate of 01/17/[redacted]. I am willing to provide proof of food stamps; kindly provide instructions for submission. Your assistance in resolving my phone service issue is greatly appreciated.

I would like to inquire about the status of my application. I am currently receiving food stamps and I reapplied for SafeLink over a month ago. I have not received any updates from SafeLink. The website states that I can continue using my current device and phone number ([redacted]) and that my application has been submitted, so there is no need to fill out another application. However, that is the only information I have been able to obtain. I have not made any changes to my information in over 5 years. I am unsure why it is taking so long to contact me or approve my application when I clearly qualify. I need a T-Mobile compatible nano SIM card for my iPhone to use with SafeLink services, as I have always used this network and it provides service in my area. I kindly request your prompt assistance with this matter to approve my application and send the SIM card to my address. Thank you for your help in resolving this issue promptly.

I purchased an unlocked AT&T-based Galaxy S5 for my girlfriend, and SafeLinks website suggested getting a Tracfone bring your own phone kit. Unfortunately, customer service did not recognize any of the SIM cards in the kit, resulting in a wait for a T-Mobile card. Despite my efforts to get assistance, I was only offered the T-Mobile card and have had a difficult year with it. Conversely, my son successfully had AT&T put in his phone and has had no issues. I've obtained a new AT&T SIM card; could someone guide me on how to install it?

I am experiencing issues with the ZTE Majesty Pro sent to me by Safelink. The phone frequently goes into roam mode, causing call disconnections and sometimes preventing outbound calls altogether. Both TracFone and Safelink have attempted to fix the problem by sending digital messages instructing me to restart the phone, which I can't do due to Safelink's rule of keeping it on continuously for ten days each month. Furthermore, I am unable to access voicemail as it indicates an incorrect password. Despite using the same password for all my previous phones, it's now being rejected. I need guidance on how to reset my voicemail password.

I spoke with a very inept representative, in my opinion. I should also like to add that they all need further training and polishing up. Anyway, after much ado and after I faxed my paperwork to your company, it wasn't considered finished procedure. So I complied with your company. After a few starts and stops, hers and mine errors, she promptly told me I didn't qualify because I answered yes to the question: did other members of the household have a state phone. I said yes, of course, misunderstood, was a little bit nervous because of her inadequacy. She probably said she would send me a new application. Still waiting. I am a former long-standing customer. I am 65 and living alone. What's the problem, ma'am/sir? Enrollment number [redacted]. Phone number given to me: [redacted]. Olivia M. Ryan, L4D. Social security number: [redacted].

I am facing an issue with my Safelink phone service about to end due to increased income, effective December 31, [redacted]. Despite encountering a problem with the charging jack on December 8th, [redacted], I improvised a solution to charge the phone temporarily. The phone unexpectedly stopped working after charging it once, despite having [redacted] minutes when it malfunctioned. I am puzzled by this since Safelink only provides [redacted] minutes monthly, which I never fully utilize. I now find myself with a non-functional phone and missing back piece, resulting in a loss of remaining days and minutes. Is there a possibility of receiving a replacement phone from Safelink, perhaps with a reduced cost for minutes? As a person with disabilities, having a cellphone is essential for my safety and communication needs. While exploring alternative phone services, I have yet to discover another provider offering minute rollover. If there is a solution, kindly reach me at [redacted]

Due to an increase in my social security benefits, I was informed that my SafeLink phone would be deactivated around December [redacted]. Unfortunately, my phone's charger stopped working three weeks prior, rendering the phone unusable and causing me to lose the [redacted] minutes I had accrued. I am unsure how this happened as the monthly allocation is only [redacted] minutes. I received a card offering a discounted rate of $12 for a month of service, but I now require a replacement phone. Despite reaching out to SafeLink and leaving my new home phone number ([redacted]) a week ago, I have not received a response. As a disabled individual with back and knee issues, having a SafeLink phone is essential for me when I am away from my home phone. Thank you for your assistance in this matter.

Yesterday, I had a conversation with a customer service representative regarding my sister's re-enrollment and the upgrade of her phone. The individual, who identified as Jay with the employee number [redacted], had a noticeable accent. Our call concluded around 10:30. Regrettably, I found his manner to be impolite, especially when he questioned my comprehension of English regarding a discrepancy on the application form visible on his system. Upon requesting to escalate the matter to a supervisor, he declined multiple times, insisting he was the final point of contact. This initial interaction with SafeLink left much to be desired. It is clear that the representative would benefit from additional training in customer service and requires disciplinary action for his inappropriate and unprofessional conduct.

I transferred my old phone to my mom who uses TracFone. TracFone mentioned the old SIM card was still active, so I switched it with the one I used with SafeLink on my current phone. There was initial confusion about linking my mom’s number with SafeLink; then I was advised to buy a new SIM card for my phone. After following these steps, my SafeLink account now shows as canceled, although I didn’t initiate that. Also, my mom's minutes are missing. The process with TracFone has been a mess, and I wish there was a better way to reach SafeLink for support other than this email.

I experienced a frightening situation when I needed to contact the diabetic emergency team due to my blood sugar spiking and risk of losing consciousness. Despite having their number saved, my call didn't go through because my data was turned off without my knowledge. This is unsettling as I require constant access to data. It's distressing to think that by not having my data activated, essential services may have been lacking during such a critical time. Being disabled, the consequences could have been dire. I kindly request that my data be reinstated, a service crucial to me. If this matter isn't resolved promptly, I will have to involve my legal representation. Living with conditions like AIDS and diabetes, I have legal support readily available to address situations like this.