My name is Vivian Gonzales. Ticket * ********** is all I have to give you. Let me expla...

GetHuman-vivgonz's customer service issue with SafeLink from August 2018

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The issue in GetHuman-vivgonz's own words
My name is Vivian Gonzales. Ticket * ********** is all I have to give you. Let me explain why...*Last week I walked into a SAFELINK store to switch from the carrier I had which was TRUCONNECT. Was given the phone and was told to call SAFELINK when I got home being i need to Port the number I have had for about ** years. I got home and called SAFELINK was told they would be mailing me a new sim card and then SAFELINK can Port my number. The sim card got here on Monday so I called SAFELINK after repeating over how EXTREMELY IMPORTANT that I keep myr number. I went as far as telling the woman IF THERE IS GONNA BE ANY PROBLEM PORTING MY NUMBER PLEASE JUST CANCEL ME AND I WILL STAY WITH TRUCONNECT BECAUSE IT IS MOST IMPORTANT FOR ME TO KEEP MY NUMBER. YOU CAN CHECK THE CHAT NOTES.....I gave her my account number for TRUCONNECT and pin number was put on hold and was told everything is good. Even though I stressed the fact that I care for a HANDICAPPED child and I cannot be without a phone for even a day and if that was the case please cancel this. She told me I was to turn my phone off and once I power it back on I'm set. That was tuesday. Wednesday afternoon I had to use the chat to deal with SAFELINK for at least * hours cause phone was never activated. When talking to SAFELINK Wednesday they said they can't find anything regarding this but can take care of it now. I was very upset to say the least. It is not an option not to have my phone in case of an emergency which we have had quite a few. After spending more hours talking to SAFELINK this time they asked me for TRUCONNECT acct number, pin and address. I asked don't you need my phone number or new sim card number they said no we have it. How SAFELINK had so much information already when they just told me they had nothing no notes on the days prior dealings. Keep in mind the last time I spoke to TRUCONNECT was last year when I got the phone. Was on hold constantly when they finally came back I was told, "we have spoken to TRUCONNECT and you need to call them. They are gonna reconnect you and so that we can Port your number when you call us right back.". It was unbelievable that I had spent so much time and even took the afternoon for something so simple as to Port my number which has always been so easy to do. I then called truconnect and explained to them what SAFELINK told me to do. They said their notes do not have anything SAFELINK told me and nobody has spoken to SAFELINK. I asked can you tell me why my phone was turned off yesterday being I haven't spoke to them in a year. They said the new carrier reported you were with a new carrier. So please take care of this. I HAVE SPENT NUMEROUS HOURS BECAUSE EVERYTHING IS CONNECTED TO MY NUMBER THAT WAS TO BE PORTED. PLEASE HAVE A MANAGER OR CEO I WOULD PREFER THE OWNER TO EMAIL ME AND I WILL DRIVE TO RETURN HIS CALL. I NEED MY PHONE AND MY NUMBER PLEASE FIX YOUR MISTAKE. LAST NIGHT I WAS AGAIN REASSURED IT WOULD BE TAKEN CARE OF THAT IT WAS REPORTED AS A SPRINT NUMBER BUT IT WILL BE TAKEN CARE OF NOW. I NEVER SAID SPRINT I SAID TRUCONNECT AND STILL NO PHONE! PLEASE. HELP ME!!!! THIS IS UNBELIEVABLE AND NEEDS TO BE CORRECTED. IT WAS NOT ON MY PART SOMETHING WENT WRONG SO PLEASE CORRECT YOUR WRONG DOING. PLEASE LET ME KNOW IF U NEED COPIES OF ALL THE HOURS OF CHATS INCLUDING THIS EMAIL. TICKET *********** Number that is to be ported .**********. It should not be this hard for a customer to Port their number. ONCE AGAIN IT IS NOT AN OPTION...I NEED TO KEEP MY NUMBER. HAD FOR ** YRS.
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SafeLink

Customer service issue
Reported by GetHuman-vivgonz
Aug 16th, 2018 - a yr ago
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GetHuman-vivgonz started working on this issue
Aug 16th, 2018 10:41pm
GetHuman-vivgonz shared this issue with others over email
Aug 16th, 2018 10:56pm