SafeLink Wireless Customer Service Issues

I have two concerns that I need assistance with: 1. I submitted proof of eligibility for my Lifeline phone in early December under the name "Gina Squires" and I am unsure why it was rejected. 2. The most pressing issue involves my son, Justin S. He recently received a SafeLink smartphone in the mail, unbeknownst to both of us. He has generously offered me the phone as I am the one eligible for the benefits, not him. How can I go about re-applying for the SafeLink benefits under my name and utilizing the phone that he received? I would like to cancel his benefits, reapply under my name to avoid any legal complications, and explore the option of bringing my own phone to the program to prevent the shipment of an additional device.

My phone began malfunctioning about two weeks ago, coinciding with a recent system update from tracfone and some moisture exposure. Although the phone turns on correctly, it is unable to make or receive calls, directing all calls to a Spanish voicemail without an option to switch to English. I rely on this phone as my only means of communication and require it to function properly. After contacting tech support yesterday and attempting various troubleshooting steps, including resetting the phone to default settings, the issues persist. Despite temporarily being able to make calls yesterday, the phone now fails to connect at all. Despite being within close proximity to my wireless provider's transmitter without any obstructions, I am experiencing a Wi-Fi calling error message, although the phone indicates a connection is present. I suspect the phone is in need of repair and I am unable to go without this essential tool. I am inquiring about the exchange service available to address this urgent matter.

Hello, I recently switched from a cheaper phone to an iPhone using my enrollment ID #[redacted]. After assistance from an agent to switch my SIM card, another agent assured me that my Safelink benefits were transferred to the iPhone successfully. However, today I received a text message from Safelink stating that I needed to call [redacted] to complete the activation process to continue receiving benefits. When I called, the automated system confirmed that my benefits were active. For the past two days, the iPhone worked well, and I was able to check my remaining minutes by texting "balance" to [redacted]. Today, when I tried, it said the service was inactive and requested a 15-digit pin. After calling [redacted] for assistance, the representative mentioned that it might take a few days for everything to update. Despite being able to make and receive calls on the iPhone, I would like to ensure that my Safelink service is still active. Thank you.

I signed up for SafeLink services years ago with phone number [redacted]. Initially, they told me I needed to recertify, but later when I called, I was informed that it wasn't necessary. Unfortunately, they ended up canceling my service for not recertifying. I then submitted a new application with updated information as my name changed from Pearlie Mae Hurst to Pearlie Mae Scott due to a divorce, and my address changed from Newton Ga. to [redacted] Gadsden Drive Albany Ga. [redacted]. Despite sending in a new application about two months ago, I am still receiving [redacted] minutes on a non-working phone, while my other phone shows 38 service days left. When I try to inquire about my application status, I am always told they cannot provide any information.

Hello, I have been a loyal customer with your company for over a year now, and I participate in the CA Lifeline program. Although I pay for unlimited data each month, I recently discovered that sharing my data through the phone provided by your service is not allowed according to the terms of use, which I was unaware of until recently. This has been a problem for me because the phone is too small for me to effectively use the internet, hence someone else is typing this message for me. I believe it was unfair for you to disable my hot-spot feature on the phone after a whole year of usage, especially when no one explicitly informed me about this restriction. I struggled to locate this information buried in the terms of use. Kindly note, I was not aware of these restrictions as it wasn't prominently displayed on your website. I hope to receive a prompt response regarding this matter. My phone number is [redacted]. Thank you.

I am having issues with my phone as it does not function properly. I cannot receive or answer calls. I want to change my phone number to avoid unwanted calls. I need assistance updating my Google account and getting a new phone. I have scammers calling me, and I need help reporting them. I struggle with technology and need someone patient to help me. I also need to reset my phone to factory settings to free up space. I cannot transfer data to my SD card. Please contact me to address these problems.

I received my Safelink phone in January [redacted]. Five months ago, I started getting texts from Safelink asking for recertification. When I inquired why, they mentioned it was an error and asked me to disregard the messages. However, I kept receiving the same texts repeatedly for five weeks. Eventually, I recertified over the phone, but heard nothing until two weeks later when Safelink requested recertification again. Despite having sent the form back in October [redacted], Safelink claimed they couldn't read my name clearly and intended to send another form. They mentioned a potential loss of benefits for January. Although I had recently added airtime and data, Safelink instructed me to return the form to maintain my service. While discussing the issue with a representative, I suggested they could use my enrollment number, address, and date of birth on the form to verify my identity. The conversation didn't provide a solution, and I requested to speak with a supervisor, but was told there was no one available. I've now been without data for a week and faced numerous challenges despite not even having the phone for a full year.

I have faced numerous challenges with your company ever since I applied for services. It took until December to get approved, and I was told the phone would arrive within 7-10 business days. However, it still hasn't shown up. Today, when I called customer service, they claimed the phone had been sent, but I am yet to receive it. They couldn't provide details on when it was sent or which carrier was used, which left me feeling uncertain. I am starting to question if this might be a scam and have already reached out to the BBB. My main goal is to receive the phone and the service I have been approved for.

Since October [redacted], I've encountered the same issue monthly with Safelink after activating my replacement smartphone. The system has my "old" cell phone number and ESN, causing me to only receive 30 days of service each month. Despite being a customer for over 7 years and qualifying in multiple ways, I'm asked for new proof and application repeatedly. I've already provided proof via email, but filling out a new application might lead to unnecessary replacements of the phone or SIM card. I believe I should only need to recertify once a year and I didn't cause this mistake. Can someone please assist me in resolving this?

Dear SafeLink team, I am reaching out to you during a challenging time in my life. I recently had an accident that left me paralyzed, and I am currently in the hospital with no phone. I am homeless and for the past 18 days, I have been using the hospital phone. Unfortunately, the address I am providing is not acceptable for the application process to get a new SIM card. I am struggling to find an acceptable mailing address in New York State for the SIM delivery. I kindly ask if there is any way you could make an exception and assist me during this dark period. My current address is [redacted] Belmont Avenue, Schenectady, NY [redacted], room [redacted]. For verification of my injury, you can contact my social worker, Madeline Ryan, at the hospital number [redacted]. I would greatly appreciate your help in getting a GSM unlocked phone. Thank you.

I have been using Safelink services for a few weeks now. Initially, everything was working fine with my calls and text messages. However, when I needed new minutes, I followed the instructions given by a customer service agent to enter some codes on my phone. This resolved the issue temporarily, but after a few days, my incoming and outgoing calls were restricted, leaving me only able to send and receive text messages. I have tried to get help from two representatives, but they were not able to assist me and refused to let me speak with a supervisor. If my concerns are not addressed, I am prepared to escalate this matter to consumer services, Hartford Courant, and Fox News for investigation. I feel that Safelink is trying to force me to purchase a new phone when my current one was working fine before. I have documented this issue with screenshots of messages and emails threatening to disconnect my services if I do not make calls. This situation is frustrating, especially considering my financial situation and the fact that I have been a customer since [redacted].

Hello, I have had Safelink and Lifeline service for a few years now. Unfortunately, my cell phone service was shut off last week as I forgot to make a call for the month due to using my phone less frequently. After speaking with a Safelink customer service representative, I was informed that I needed to recertify. I filled out the recertification application online but accidentally selected the wrong program, indicating SSI instead of what was needed. On Tuesday, February 19th, I emailed Safelink a picture of my daughter's Medicaid card as proof of eligibility since she lives with me and is claimed as a dependent on my taxes. I am hoping this documentation will be accepted. I am eager to keep my current cell phone number. I am inquiring about the status of my document approval and when I can expect my service to be reinstated so I can resume making phone calls. My enrollment number is [redacted]2. Thank you.

Two years ago, I got a phone that now has a completely broken screen due to water damage. Six months ago, I requested a new phone but only received a SIM card. I urgently need a phone as the SIM card is of no use without one. I've explained my situation, including the loss of my husband and financial struggles, but haven't received a replacement phone yet. I rely on having a working phone to seek employment, but without one, it's challenging. I hope the necessary arrangements have been made as I cannot afford to be without a phone any longer. Thank you.

Today, I contacted Safelink using another person's phone to activate my new phone with the Safelink SIM card. I explained to the representative that the phone I was using only had 37 minutes left on it. After a 25-minute conversation giving all the information about the new phone, the representative informed me that I needed to speak to a tech agent to complete the activation. Unfortunately, the call got disconnected before the process was completed. Due to my medical issues and upcoming surgery, it is crucial for me to have a working phone. I have no means to contact Safelink, so I had to walk to the nearest library to seek assistance. My doctors need to reach me, and I have exhausted all my minutes with no phone access.

Since receiving my Safelink phone, I have experienced issues with dropped calls during important conversations. I have contacted customer service several times to explain that T-Mobile reception is poor where I live, while only AT&T and Verizon have good coverage. I believe I shouldn't have to purchase a phone and simple kit myself when the service has been subpar from the beginning. It seems like they assume all cellphone reception is good, but in Hawaii, Sprint and T-Mobile service is lacking in most areas. I called Lifeline, and they agreed that if we are provided a government phone, it should at least work reliably. Dropping calls during conversations with Social Security, doctors, or job interviews is unacceptable.

Over 4 years ago, my phone was stolen, and I recently discovered that it has been in use all this time with an Android device. SafeLink provided me with an Alcatel TF ALCATEL GSM A205G HANDSET (SAFELINK AD. EXCHANGE) SIM 5 more than 4 years ago, but it was stolen about 3 months later. During the period the phone was missing, I did not receive food stamps or Medicaid benefits for nearly 2 years. I appreciate that SafeLink deactivated the service today for phone number [redacted]. However, I was informed that I need to buy a new phone to continue benefits since the previous phone was stolen. Unfortunately, I cannot afford even a $10 pair of shoes for my son at Walmart. I require a phone only for emergencies as I currently have benefits, and I would appreciate any assistance in obtaining a new phone and number.

I recently got approved for Safelink service. I received a kit to use with my own phone, but the sim card provided didn't work, so I had to request a replacement. Due to a move, the package was sent to my old address and returned. I updated my address with customer service, and they assured me a new sim card would arrive in 3-5 business days. However, now I'm being asked for further documentation because there's supposedly another lifeline service at my current address. My fiancé and I only moved here in February, and we're the only ones living at this address as per our lease with the local Community Action office. I switched from Qlink wireless to Safelink for better service, but the issues with the sim cards have left me without a phone for too long. I need my service activated quickly to avoid further delays in finding employment and transportation. Can I upload a copy of our lease agreement with Community Action showing we are the only occupants, instead of waiting for forms by mail? This would prevent further delays for me.

I submitted my recertification online and through the mail, but it shows that I have been suspended. Consequently, my phone number [redacted] is inactive now. Since [redacted], I had no issues until the last three years. Despite sending in my recertification for the past two years, they claimed not to have received it, but didn't disconnect my service. This year, they said I failed to include a copy of the back of my Medicaid card, which I did send. I will resend it and need my phone activated today. Currently in a rehabilitation hospital due to a leg injury, I need my phone as they don't provide one here. If not resolved, I will contact Channel 4's Call for Action. Thank you. Teresa L.

I'm Aaron Priestley, and I have a SafeLink Wireless plan. My enrollment ID is [redacted]9. I have submitted and had all the required documents approved. I even contacted technical support, who assured me everything would be fine. However, I received a letter dated 3-9-19 informing me that I need to provide documentation for the migration to Lifeline, or my account will be canceled on March 19, [redacted]. To my surprise, my account got canceled today, on 3-9-19. Upon checking, my account shows different statuses such as all green approved, still pending, and qualified (order in process). Please reach out if you require a screenshot for reference.

I received a SIM card in the mail about two weeks ago for my TracFone. I inserted it, activated the phone that evening, and called to transfer my previous number from Safelink. They were unable to do it after being on the phone for over an hour. They then claimed I had no minutes left and couldn't reactivate the phone, despite me just activating it before the call without using any minutes or data. After getting disconnected, I called again a few days later and was promised my phone would be activated within hours, which didn't happen. Last night, I spoke to a representative named Jomar, who assured me my phone would be active by 11 am today, but it still isn't. I'm frustrated with the long wait times on the phone and not having a working phone. I missed important calls, including possible job opportunities, due to this situation. I have kids and need the phone for emergencies. I hope to have this matter resolved promptly.