SafeLink Wireless Customer Service Issues

Archive 16

The following are issues that customers reported to GetHuman about SafeLink Wireless customer service, archive #16. It includes a selection of 20 issue(s) reported December 28, 2020 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I chose SafeLink Free Government phone and service because I live in an area with poor coverage and was informed they use Verizon. After being approved, the phone was supposed to arrive in 5-7 days. When I didn't receive it, my current service with Assist Wireless was turned off. I eventually received the LG Rebel phone, but was disappointed I couldn't make calls indoors. Unfortunately, the phone was accidentally burned and destroyed when it fell out of my pocket while I was outdoors. I urgently need assistance to obtain a replacement phone due to health issues. Please help me get a new phone as soon as possible as communication is crucial for me. Thank you, Julie M.
Reported by GetHuman5590012 on lunes, 28 de diciembre de 2020 0:12
Hello, my name is Richard, and I work as a Case Manager assisting Felicia Sherrer. She possesses a SafeLink account, but her phone is outdated and no longer functions. The phone was provided during the Obama administration. Despite three attempts to contact customer service by phone, she encountered difficulty understanding the representatives, leading to frustration. I am reaching out for assistance on her behalf.
Reported by GetHuman-rlutterm on lunes, 28 de diciembre de 2020 19:24
In [redacted], I had a Safelink phone which got cancelled when I moved. I reapplied and it was approved on December 8th. However, I haven't received anything yet. Currently, I am using a borrowed phone that is not compatible with Safelink. A representative mentioned that I am not eligible for a new phone, but I haven't received any communication regarding my enrollment. I am puzzled how I can be approved when I don't have a phone or sim card. I am struggling to get a clear response from anyone. My borrowed phone is out of minutes to reach out to you. As a disabled individual living alone without phone service, I urgently need assistance and clarification.
Reported by GetHuman-debleyb on lunes, 28 de diciembre de 2020 22:47
Hello, my name is Devil. I am currently at a nursing home without a phone. I need to cancel my current phone service and get a smartphone plan. Could you please provide information on the plans you offer? Thank you.
Reported by GetHuman5577154 on martes, 29 de diciembre de 2020 2:00
My phone hasn't charged in almost five months. I've called Safelink 31 times. Here's what they've told me: a) I can't upgrade from this ancient flip phone. b) I need to find and pay for transportation to the UPS store 70 miles away for a replacement. c) I have to pay to ship the phone and wait 14-21 days for them to acknowledge it. None of this is acceptable. I can't get a smartphone because I'm not a new Safelink customer. Discrimination, right? I qualify for the program due to low income, but where am I supposed to get this extra money? I've borrowed phones over 30 times in the past months to resolve this, only to be told Tracfone doesn't care. After being with TracFone for over 15 years, I decided it's better to go without a phone than deal with their shoddy service. Paying $35-50 monthly for a non-functioning Safelink phone is unfair. Their customer service even said, "we don't care."
Reported by GetHuman-mmtagz on martes, 2 de febrero de 2021 17:13
I am experiencing difficulties logging into the Safelink App on my Safelink phone. The app insists that my phone number is not associated with Safelink, preventing me from accessing my account. Prior to this issue, I intended to purchase an upgraded phone through the app, but encountered a problem with the checkout process where multiple phones were added to my cart instead of just one. Despite contacting three different numbers, I was unable to resolve these unauthorized transactions. The customer service representatives were unable to locate the order numbers despite providing them with screenshots. I urgently need assistance in resolving both the login issue and unauthorized charges as I need to pay my rent and cannot afford to have these funds missing from my account. I have attempted to reach out via email, voicemail, and phone calls without success. Your prompt help on this matter is greatly appreciated. Thank you.
Reported by GetHuman5732147 on lunes, 8 de febrero de 2021 9:02
Hello, I am in need of a replacement phone from Safelink as I have been unable to reach anyone. It surprised me that Safelink has not forgotten about my services and notified me about my unused phone. I just want to express my gratitude for their free services and for making it possible for many people to have access to phones without worrying about keeping services available. My inability to make calls was due to a fire and health issues, but I have recovered and am now in quarantine until fully healthy. I would like to request a new phone while keeping my services with Safelink. Additionally, I'm wondering if I qualify for a free phone since I already have one or if I need to recertify without becoming a paying customer. Thank you. Consumer S.Linville
Reported by GetHuman5764460 on viernes, 19 de febrero de 2021 4:33
On January 18, [redacted], I purchased a data plan with unlimited texts and minutes that expired on February 18, [redacted]. Yesterday, on February 18, my phone ceased functioning for calls and messages. Although I can still use data for online activities and apps requiring internet connection, I have not been able to make calls or send messages. After contacting agents both via phone and chat, they mentioned making adjustments to my account, but there seems to be a delay in implementing these changes in the system. They instructed me to keep restarting my phone, dial *73, and place a test call until it starts functioning again. However, I am still receiving error messages like "Welcome to Verizon Wireless. We are unable to connect your call due to restrictions on your phone" or "We are unable to process your request at this time."
Reported by GetHuman-kalymi on viernes, 19 de febrero de 2021 23:38
My phone is still not connecting to the network despite customer service's efforts. They have sent me a new SIM card, but the issue persists. It has been two weeks without my phone, and I depend on it. I hope to resolve this without any additional costs as I currently have no income.
Reported by GetHuman5802361 on miércoles, 3 de marzo de 2021 5:57
I signed up for the program, and after submitting my information, the application indicated my eligibility. However, I have not yet received the phone I applied for back in December [redacted]. I've been trying to determine the next steps to get my phone, but I'm unsure of my enrollment status. Unfortunately, my current phone has keypad issues preventing me from calling customer service. If possible, could someone reach out to assist me? My contact number is [redacted]. Thank you in advance.
Reported by GetHuman5812320 on viernes, 5 de marzo de 2021 23:10
In early to mid-March, around March 8-9, I successfully applied for and was accepted by both Net 10 and Safelink in two separate transactions. Safelink informed me that they would contact Lifeline to arrange the benefits I requested, and within a week to 10 days, I should receive an email with the results. However, it has been approximately 10 days since I spoke with Lifeline, and I have not heard back from them. Upon contacting Lifeline, I confirmed that they interacted with Safelink regarding my Lifeline account and that I am approved by both companies. Surprisingly, when I called Safelink following the prompts, I was informed that my service has been canceled, which contradicts the approvals I received. I am still unable to activate my Net 10 phone, and I am growing increasingly frustrated with both Net 10 and Safelink. I would appreciate it if you could investigate and resolve this matter promptly. Thank you. - Mahlon B. ("Leo") Glascock
Reported by GetHuman4417173 on miércoles, 24 de marzo de 2021 1:29
I am urgently requesting the return of the phone number I arranged Assurance to release in order to switch it to you. I received a number with the incorrect area code initially, and even after completing the process to free it from Assurance, you disconnected the incorrect number instead of switching it. Subsequently, you claimed I had no account, marked the number you prevented me from activating as yours, and retired it, rendering it unusable. Being dyslexic and bipolar, it was crucial for me to retain that number for various personal reasons. I will inform Life Line about this issue when I reach out to them to switch to a different provider. Assurance's level of incompetence does not compare to the frustration I have faced with your service. Sincerely, Deanna D.
Reported by GetHuman5931048 on martes, 6 de abril de 2021 23:06
I purchased a prepaid airtime card on 03/30/21 and am unable to initiate calls or text with my LG phone, as my home phone service has been disabled by Safelink for over 5 months. Despite attempts to download the airtime, the instructions provided did not work. We, two elderly individuals aged 83 and 78 living in a rural area, urgently require a working phone with airtime for communication. Daily calls and texts instructing to contact [redacted] have not been helpful. The phone only receives calls in the early morning, which we are unable to respond to due to the phone's malfunction. We kindly request prompt assistance in restoring our phone service. If needed, I can return the disabled LG phone upon receiving a secure mailing address and envelopes for postage. A functional smartphone would be greatly appreciated as the current one, received as a gift, is unreliable. Best regards, C. Higginbotham.
Reported by GetHuman5958298 on miércoles, 14 de abril de 2021 4:36
I lost my phone due to my disability and need to set up a new one. I was instructed to buy a SIM card and activate it on tracfone.com. However, I got stuck when they required a PIN number. After reaching out to Safelink, I was redirected back to Tracfone, which led to more requests for a PIN number. I am feeling lost and frustrated with the online process and conflicting information. I am uncertain about my phone provider - is it Tracfone, Safelink, or Verizon? Having no phone for 3 days in a rural area is challenging as it is my only means of communication. When I tried to use another phone, Tracfone indicated that I don't have an account. The back and forth between companies is bewildering and incredibly frustrating. - Terry Bond [redacted]
Reported by GetHuman-tooaloof on domingo, 2 de mayo de 2021 8:35
I applied for a free government phone from Safelink Wireless two months ago. After following up online, I was informed to sign up by May 30, [redacted], to receive the phone or I would need to revisit the link. Recently, I received a SIM card but no phone. Should I wait until May 30 to reapply, or will the phone be shipped separately on a different day? If a phone will be sent separately, I would prefer a Samsung Convoy 4 for its helpful features for senior citizens and international use. My application ID is Q58[redacted]8. I appreciate your prompt response. Thank you.
Reported by GetHuman-rvbthemo on jueves, 6 de mayo de 2021 0:59
Hello, To the Safelink cell phone providers customer service team, I would like to address an issue I have been experiencing with my application process. My name is Scott Erickson, and I submitted an application in late April. I was requested to provide documents to verify my identity and proof of benefits, either through my social security benefits or EBT card. However, when I tried to do so by logging into my account, the website did not recognize my information. I attempted to create a new account multiple times, but I encountered an issue during the final step of the process where I was unable to check the first box. Despite checking all other boxes, the system did not highlight any errors in red as it claimed. I suspect it might be a technical glitch. I have been trying to apply for broadband benefits for my cellphone. Could you please send me instructions via email on how to access my account successfully or provide a secure link to sign up without encountering any issues? This would enable me to submit my identification and benefit documents promptly. Thank you for your assistance. Sincerely, Scott E.
Reported by GetHuman6181085 on viernes, 11 de junio de 2021 4:42
Dear Sir, I have reached out to customer support three times, totaling over three hours, and my issue remains unresolved. However, the most frustrating aspect is the service from your Philippines-based customer support. During my call today, June 15th around noon, Vincent quickly escalated me to a higher level of support. Subsequently, John, after keeping me on the line for approximately 15 minutes, was unable to resolve the issue and seemingly dropped the call. This scenario occurred during my previous interaction as well. It is disappointing when calls are abruptly ended due to inability to address the problem. Frustrated in the USA, questioning if my government is funding this service. Best regards, Allen M. (Cell phone: [redacted])
Reported by GetHuman6203011 on martes, 15 de junio de 2021 19:52
I recently contacted QLink about issues with the sim I received and installed. After the recent events with QLink and negative reviews on BBB, I decided to try Safelink as well. Unfortunately, after setting up the QLink sim, I couldn't get a signal for the activation call, despite having no issues with the AT&T network in my area. Frustrated, I switched to Safelink, but the connection isn't much better. It's concerning that companies offering "High Speed Talk, Text and Data" to those in need may not be delivering on their promises, potentially defrauding the government. I plan to push for an investigation by the FBI on this matter. Similarly, I'm experiencing signal issues with Safelink despite reassurances from their tech support about fixing it in my area. My phone worked fine on another network not long ago, so I know it's not the device. If Lifeline providers don't address these connectivity issues promptly, I will not hesitate to report the situation to the FBI for potential fraudulent practices. Sincerely, L. D. Stacy
Reported by GetHuman6208287 on miércoles, 16 de junio de 2021 17:54
After the recent incident involving QLink and the negative feedback on BBB, I switched to Safelink. However, upon receiving both SIM cards on the same day, I encountered issues activating the QLink service due to a signal problem. Frustrated, I decided to try Safelink instead, which although not perfect, at least connects sometimes. It's concerning that companies offering "High Speed Talk, Text and Data" to those in need seem to fail in delivering a reliable service, potentially defrauding the government. I am also facing connectivity problems with Safelink. Despite troubleshooting with their tech support, the issues persist. The explanation of network problems in my area contradicts the lack of issues with my phone when on a different network recently. If the promised services are not improved soon, a report to the FBI regarding potential fraudulent activities by Lifeline providers may be necessary. Best regards, L. D. Stacy
Reported by GetHuman6208287 on miércoles, 16 de junio de 2021 18:02
Hello, my name is Victor Shattuck, and I have been a customer for a long time. Recently, I experienced an issue with my service, which impacted my ability to schedule doctors' appointments for myself and my kids. Despite arguing my case, the situation repeated itself the following month. Furthermore, I started receiving numerous spam robo texts instructing me to purchase minutes, which I believe violated TCPA laws. I have saved proof of these messages on my phone and computer. I am demanding compensation for these violations, totaling $20,[redacted], as I feel targeted by some of your employees due to our previous discussions. Thank you for your attention to this matter.
Reported by GetHuman6216097 on viernes, 18 de junio de 2021 6:09

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