SafeLink Wireless Customer Service Issues

Archive 3

The following are issues that customers reported to GetHuman about SafeLink Wireless customer service, archive #3. It includes a selection of 20 issue(s) reported July 10, 2018 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
My name is Mary Linda Fryer, and my ID number is [redacted]6. I have some complaints regarding my experiences with the customer service at SafeLink. I have been hung up on, left on hold for over an hour, and received continuous emails and texts requesting recertification every month. I have faced language barriers as the representatives do not understand English well, leading to errors in updating my information on the computer systems. When seeking assistance to resolve issues with my phone service today, I encountered difficulties communicating with the representatives and supervisors, resulting in frustration. It is important for SafeLink to consider hiring more English-speaking staff to better serve customers like me who struggle with the language barrier. Many customers are facing similar challenges, leading to dissatisfaction and disconnection of services. We need reliable assistance without feeling disrespected or misunderstood due to language differences. I urge SafeLink to address this matter promptly to retain customers and provide quality service as intended.
Reported by GetHuman867973 on Tuesday, July 10, 2018 8:34 PM
I have been receiving harassing phone calls from a customer for over a week. They have been using abusive language and threatening me without any reason. I am requesting you to address this situation promptly. I have recordings of the calls to support my claim. It is essential to cease their behavior, and their phone lines should be deactivated if they are involved in illicit acts. The individuals responsible for the calls are Jewel Lynn Farley and Ronnie Lewis residing on Wells Rd, Crossville, TN [redacted]. Please take action on this matter urgently. - Cynde & ROGER Young
Reported by GetHuman876791 on Friday, July 13, 2018 10:26 AM
The ZTE Z718TL phone I have is old and outdated. It has not been working properly for some time now. The signal on the phone is extremely poor, and I am sure it is not a coverage issue because our friends' Safelink devices work perfectly. Yesterday, we had a terrible incident where the phone was dropped while changing a flat tire on the side of the highway. Before we could retrieve it, a car ran over it, shattering the screen and damaging the phone. We urgently need a replacement phone as soon as possible. I am scheduled for major surgery and need to stay in touch with several doctors, as do my daughters. Ideally, we would like a newer phone that can actually get a signal and function correctly. I apologize for the lengthy message. Thank you in advance for your assistance. Brianna B.
Reported by GetHuman905300 on Sunday, July 22, 2018 12:38 PM
My ZTE Z***TL phone is old and has been malfunctioning lately; the signal is very poor despite good coverage. Unfortunately, yesterday, while changing a flat tire on the highway, the phone was dropped and run over by a car, completely damaging it. We urgently need a replacement phone as I have upcoming surgery and need to stay in touch with my doctors. My daughters also need a reliable phone. I would appreciate a newer model that has better signal reception and functions properly. I apologize for the lengthy explanation. Thank you in advance for your help. - Brianna B.
Reported by GetHuman905300 on Sunday, July 22, 2018 12:51 PM
Since [redacted], I've been waiting for Safelink to resolve my account issue and provide me with service. Despite numerous attempts, I still don't have a SIM card to activate my phone and access the network. This has caused me to switch to another government phone provider, only to find out that my Social Security is locked with Safelink, preventing me from applying elsewhere. As a cancer survivor with various health challenges, having a phone is crucial, especially given my limited income. I have reached out to Safelink multiple times, but the problem persists. Medicare/Medicaid has offered to help address this urgent matter. I have included my updated address and contact information for reference. All I require is a SIM network card to resolve this issue promptly. Thank you. Sincerely, C. Ramon.
Reported by GetHuman906391 on Sunday, July 22, 2018 9:29 PM
I bought a BYOP sim kit following advice from a Safelink/Trakfone agent. After receiving the wrong sim initially and a replacement after six days, two agents informed me that the latest sim was also incorrect. I'm seeking a compatible T-Mobile LG V10 sim card sent overnight on your dime. Additionally, I'm requesting 10 days of complimentary unlimited voice, text, and data as compensation for the inconvenience caused by staff errors. UPDATE: Another agent promised to send an overnight sim along with 14 days of service credit. Unfortunately, the agent provided false information, as she didn't ask for my address and didn't address the issue in the two-minute conversation. No action was taken to resolve the problem.
Reported by GetHuman-ggustin on Tuesday, July 24, 2018 12:11 AM
My patient's phone went missing over a month ago, likely stolen while it was charging on the counter awaiting the new SIM card. We received one SIM card earlier, but were instructed not to use it as it was not sent by you. We were promised another SIM card, which never arrived, and now the missing phone is causing issues. After waiting for 30 days, we were initially told my patient could receive a replacement phone, but now we are being informed differently. This situation is incredibly frustrating as my patient, who is a brittle diabetic and disabled, urgently needs their phone. Despite spending hours on hold, the service received has been disappointing and unreliable. We hope to find a resolution promptly.
Reported by GetHuman-donnakli on Tuesday, July 24, 2018 10:22 PM
I currently have a Tracfone, qualify for Lifeline, and have been attempting to switch from Assurance Wireless to Safelink. Despite spending a lot of time with your representative and online, I have not been able to complete the transfer smoothly. The lack of access to your site by the representative has made the process challenging. I am seeking guidance on the Quick Online method to transfer to Safelink without encountering issues in the future. Unfortunately, I have not found any instructions online, and I wish to avoid the lengthy and inconvenient paper-mail option.
Reported by GetHuman-mirga on Wednesday, July 25, 2018 1:47 AM
I am looking to purchase a smartphone for use with Safelink, but I have forgotten some of the required information for the form. My email address was previously [redacted], but it has been changed to [redacted] (with the same company). Unfortunately, I do not have the application number available. I am a disabled veteran and have Safelink service. My current phone is 3G, but it frequently has no service or doesn't work properly. My Safelink number is [redacted].
Reported by GetHuman916430 on Wednesday, July 25, 2018 6:45 PM
I am seeking assistance for my patient, a brittle diabetic and disabled individual who requires his government-provided phone. Despite being prequalified, his phone has not been activated correctly by Safelink. Facing challenges due to his dementia, I reached out to Safelink after he reported the phone was not working. Initially, I was informed a new Sim card would be sent as the current one had expired, but it never arrived. Upon contacting Safelink again, they claimed the previously sent Sim card was invalid, advising me to discard it and promising a new one. Despite their assurance, significant delays occurred. To expedite the process, Safelink requested the phone be kept on and charged. Following weeks of waiting for the replacement Sim card, the phone mysteriously disappeared. When I was told they could not replace the missing phone immediately but after 30 days, I arranged for the patient to receive a replacement as per schedule on July 19th. Regrettably, upon contacting Safelink, I was informed there would be no replacement phone available. The lack of resolution has left me frustrated as my patient remains without the means to call for assistance. I implore for a compassionate resolution to this issue to restore my faith in the program and ensure my patient's needs are met.
Reported by GetHuman-donnakli on Wednesday, July 25, 2018 11:12 PM
I am experiencing issues receiving my telephone from SafeLink. I have completed all the necessary paperwork, including a phone interview, submitting all required information, filling out and signing the form. Despite verifying my submitted details, SafeLink has not sent me the phone after nearly 6 months of back-and-forth discussions. In my latest interaction about thirty minutes ago, I spoke with a lady claiming to be a supervisor named Emma with ID number [redacted]. If possible, please contact me at [redacted] or via email at [redacted] to address this matter. I am frustrated with receiving repetitive responses, especially since some representatives have language barriers. If necessary, I will visit the office listed online with proper identification. Due to my physical limitations from brain tumors, relying on assistance from programs like Medicare, Medicaid, food stamps, and SSI, having a SafeLink phone has been crucial for over 15 years. Now facing financial difficulties, I seek a resolution promptly. Thank you, Michael Ronca.
Reported by GetHuman926614 on Saturday, July 28, 2018 9:45 PM
Safelink Identifier #[redacted]0, last four digits of Social Security Number are [redacted]. On July 21, [redacted], I became eligible for a phone. On Saturday, July 28, [redacted], I received the phone. Although my enrollment page showed it was still processing, I contacted them to activate the phone. They informed me to wait until the enrollment process finished. After providing the correct IMEI number, they have not activated the phone yet. I have fulfilled all requirements, and I believe they should honor their commitment. I prefer not to make any more calls to them due to long wait times. Thank you for your attention. - Anne SC.
Reported by GetHuman-mymitzie on Monday, July 30, 2018 10:02 PM
I have not yet received my monthly minutes from SafeLink. Earlier this evening, I contacted SafeLink around 8:50 pm using my cell phone ending in [redacted]. The representative I spoke with was named Michelle, and I even had a conversation with her supervisor. They provided me with an interaction number: [redacted]. I had to leave my location and returned home by 11:35 pm, but was informed that their hours were until 11:45 pm. I immediately called 1-[redacted] from my landline and spoke with another operator, but there seemed to be some confusion. The previous representative had assured me that my issue would be resolved that evening, and I simply want my auto-fill reinstated. Please investigate this matter as I have yet to receive my minutes. Thank you very much for your assistance. Sincerely, Nancy L. [redacted] PR, [redacted].
Reported by GetHuman-nlaidley on Saturday, August 4, 2018 4:22 AM
I have not yet received my phone. I received emails stating that it had been shipped via USPS. I reported this issue to SafeLink and USPS. USPS is currently investigating the situation. However, I am unsure of SafeLink's actions in this matter. A SafeLink representative mentioned that they would be ordering another phone, but it has been a week to 10 days, and I have not received any updates from either party. I am concerned about the missing phone, as I am unable to locate any information about it in my account. I fear it might have been misplaced or even used by someone else. I am eagerly waiting to know the status of the missing phone and if I will be receiving a replacement. Cathy F. Email: [redacted]
Reported by GetHuman984791 on Monday, August 13, 2018 12:13 PM
My name is Vivian G. I only have Ticket #[redacted] to provide. Last week, I visited a SAFELINK store to switch from TRUCONNECT and was instructed to call SAFELINK once I got home to port my 15-year-old number. After receiving the new sim card on Monday, I stressed the importance of retaining my number to SAFELINK. Despite assurances, my phone was not activated when I called on Tuesday and after hours of chat support on Wednesday, SAFELINK requested my TRUCONNECT account details instead of the necessary phone or sim card numbers, leading to more confusion. After multiple calls and being told conflicting information between carriers, I am still without a phone. I urgently need my number back as it is crucial for emergencies. The ongoing mix-ups and delays are frustrating, and I would appreciate contact from a manager or owner to resolve this swiftly. My emphasis is on the necessity to keep my long-standing number, a simple transfer that has become needlessly complex and time-consuming. Thank you for your attention to this matter.
Reported by GetHuman-vivgonz on Thursday, August 16, 2018 10:41 PM
Regarding my mother (Cecil W., phone number [redacted]), I am uncertain of her account number. She has been a Safelink customer for several years, but earlier this year, her phone service was disconnected. Despite her recent calls, they claimed she was no longer eligible for the service. We provided the necessary information in March as requested, but have not received any updates. Now, with the phone inactive, can we activate it and add minutes using Tracfone cards instead? If this is possible, how can we go about activating the phone and adding Tracfone minutes to it?
Reported by GetHuman-kristymb on Friday, August 17, 2018 2:16 PM
My phone was stolen, and it's urgent I get a replacement due to health concerns and upcoming doctor appointments. Additionally, I suspect the person who took it may be tracking me. My name is Karen W. My stolen phone number is [redacted], but I prefer a new number due to safety reasons. You can reach me at [redacted], but please only speak to me directly for verification. Thank you, and I hope to hear back from a representative promptly given the emergency circumstances.
Reported by GetHuman-karwethe on Sunday, August 19, 2018 5:36 PM
I applied for a Safelink phone on July 24, [redacted], by phone and was approved based on my eligibility with food stamps and Medicaid. I was instructed to fax copies of my cards with my enrollment ID number on page [redacted]9. Initially, I faxed the front of the cards on July 27; however, I later discovered I needed to send copies of the backs of the cards. I faxed the necessary documents on August 6, [redacted]. Although I have proof of both faxes being received, my application is still pending due to missing documentation. A customer service representative claimed they hadn't received any paperwork, which is confusing. As a senior living alone and [redacted]% disabled, I urgently require a phone. I have followed all instructions and am approved, but I'm unsure how to proceed. It's almost September, and I have not received any communication. I believe Safelink needs to address this issue promptly to rectify the situation.
Reported by GetHuman-katsfoxy on Friday, August 24, 2018 7:25 PM
Hello, I hope you are doing well. I am experiencing significant issues with my SafeLink Majesty Pro LTE. In December [redacted], the phone fell out of my pocket and the screen cracked severely. Despite the damage, the phone remained functional. Recently, the phone has been shutting down randomly, struggling to charge properly, and overheating. Over the past week, the situation has worsened as the phone can no longer hold a charge for an adequate period and has become highly unreliable. It frequently powers off right after being unplugged post a full charge and requires multiple charging cycles to retain power. Even then, it quickly loses charge, overheats, and shuts down unexpectedly more frequently. The phone's current state is causing me significant stress and anxiety. I kindly request a replacement for my SafeLink phone, if possible. Details: - Phone number: [redacted] - Model number: Z798BL - Serial number: e4c896c0 - IMEI: [redacted][redacted] - Name: Erin Shearer Thank you for any help you can offer. Erin Shearer
Reported by GetHuman-emsheare on Thursday, August 30, 2018 2:14 PM
I recently switched my account from a smartphone to a feature phone. I was assured that I would receive my usual *** minutes this month, but I have only received ***. I am frustrated by the lack of clarity and fairness in my treatment. Last month, I feel that I was shortchanged on my minutes, and I will not tolerate the same issue this month. My telephone number is **********. My name is Crystal S. I am looking for my *** minutes and texts. I have a recording of a conversation with a representative who admitted that Safelink has not treated me properly and assured me I would receive *** minutes. I cannot upload the recording but will keep it for reference. If my concern is not addressed, I will seek legal advice.
Reported by GetHuman-suzywebb on Friday, August 31, 2018 12:50 PM

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