SafeLink Wireless Customer Service Issues

I am seeking your assistance urgently due to my poor health. I rely on my cell phone for communication and need a replacement that will maintain its battery life so I can call for help when needed. Currently, my phone only functions when connected to the charger at home. It abruptly goes back to the main screen and then to a black screen when I attempt to make calls without the charger. The device also overheats. Despite contacting support at 1 [redacted], I have not received a satisfactory solution. I am about to turn 85 in January [redacted] and deeply depend on my cell phone for emergencies. Please provide guidance on how I can address this issue promptly. I am hopeful for a swift response from your company. Thank you. Patricia Grimmett [redacted] Raingate Lane, Katy, Texas 77[redacted] Email: [redacted] Landline: [redacted]

I spent an hour on the phone with customer service assisting a resident at my nursing home in transferring his phone number to a new SIM card using the Bring Your Own Phone SIM Kit. Unfortunately, despite successfully transferring the minutes and old phone number initially, he is now being informed that he has no minutes left. The changes made last month do not seem to have been updated in the system. The resident, a previous SafeLink customer, was promised free monthly minutes by transferring to TracFone, which I helped him do. His phone number is ([redacted]) [redacted] - [redacted]. He should be receiving free minutes as agreed due to his previous SafeLink status, and he was assured by TracFone customer service that he could continue his original SafeLink plan through them.

I recently had a frustrating experience with my phone service. Despite attempting to recertify my account, I was bombarded with spam calls and eventually had my phone abruptly shut off, even though I was under the impression everything was in order. Following this, I lost my longtime phone number, resulting in the loss of many contacts. I have read that after a certain period of service, companies may unlock phones, which I am interested in due to needing a compact phone. My previous number was [redacted]. Thank you, Jeri K.

SafeLink Wireless processed my Lifeline application, and I qualified, but the device they sent me is one of the oldest Android regular phones. I had to wait for a sim card to arrive and call a team to set it up. About 4 years later, the Android device suddenly lost all the root files, causing massive problems. I have contacted over 25 customer service representatives and have been rejected a newer/working Lifeline device. If you need to apply for the federal government's Lifeline Program, I strongly advise avoiding this company. No American citizen in desperate need should receive the treatment SafeLink offers. Our country can do better. Thank you.

I completed the steps to switch from Safelink to Qlink. Despite encountering a rude customer service representative, the process went smoothly until Qlink discovered a network restriction from Safelink on my phone. I did not acquire this phone from Safelink; it was purchased at Walmart. Initially, the first woman I spoke to assured me she could connect me with technical support to remove the restriction. However, she rudely argued that Safelink could impose restrictions on my device, even though I did not purchase it through them, and declined to remove them. Consequently, I have been without phone service for three weeks or potentially longer. While my phone number transitioned successfully to Qlink, I am seeking assistance in persuading Safelink to lift the network restriction on a phone not obtained from them. Thank you for your support.

I am encountering an issue with my phone service where I am unable to make calls despite having [redacted] minutes left on my account. After an unsuccessful attempt to update my phone and being disconnected from technical support after an hour and 20 minutes, I am frustrated with the process. I was promised a call back from a tech person within 15 minutes via chat, but no one contacted me. Now, I am hesitant to contact tech support again, as the entire process of troubleshooting, phone rebooting, and waiting for assistance is time-consuming. My primary goal is to resolve this matter promptly so that I can make calls without spending excessive time on the phone with support.

I previously contacted customer support regarding restoring my phone service under the EBB program. Despite qualifying for unlimited services, my phone remains without service. This is the second time my service was disconnected without cause. If not resolved promptly, I will escalate this matter to the Attorney General, DHHR, and Medicaid. I am eligible for various assistance programs and rely on my phone for important calls, especially for medical appointments. I request my service be restored immediately without delay or excuses.

I am Richard G., a Safelink customer since December [redacted]. Due to receiving numerous wrong numbers, my phone number was changed to [redacted], along with upgrading to a larger smartphone to accommodate my disability. Unfortunately, my phone was misplaced at the nursing home. After contacting Safelink and speaking with a manager, assurances were made for a replacement phone to be expedited with the same number. Despite repeated calls and promises, the replacement phone has not arrived. I urgently need the replacement phone to stay in touch regarding my mother's recent passing. Please send me the new smartphone with the number [redacted]. I have had multiple interactions with Safelink customer service and managers, encountering disconnections and delays. My enrollment ID is #[redacted]4, and I request that my personal information remains confidential and solely used for resolving this issue. Thank you for your prompt attention.

I previously had Safelink lifeline service in [redacted]. Recently, I became eligible for lifeline service again and applied with Safelink. My account shows approved status for a week now, but I haven't received a phone. The website indicates no orders on the way. I am unsure what steps to take next and seek clarity. My name is Timothy Jarvis. My Safelink enrollment number is [redacted]14, and my lifeline Application ID is Q18[redacted]1. If further details are required, please contact me via email. Thank you, Timothy Jarvis.

After speaking with a Safelink representative, I was advised to provide a Medicaid form to prove my eligibility. Despite my request, I did not receive the form from Forsyth County Social Services. Instead, a representative from W.S. Social Services recommended that I send a photo or fax of my current Medicare card with blue or red trim to show my Medicaid status to Safelink. Unfortunately, I have been unsuccessful in contacting a person directly. When attempting to submit a new application online, I was prompted to enter a password that I was never given by the Safelink representative. As time passes without phone service, I am stuck in this situation. I am wondering if your organization could assist in retrieving my password. Thank you for any help you can offer. V. Laney

I am feeling incredibly frustrated with the ongoing issues I am facing with my Safelink/Tracfone service. I am currently trying to add the Emergency Broadband Benefit (EBB) for which I am eligible. Unfortunately, the customer service representative I spoke with was unable to effectively communicate in English and simply kept apologizing while assuring me my phone would start working soon, even though there is nothing wrong with it. I am very stressed out trying to convey my situation and simply want to add EBB to my Lifeline service, which has been established for a long time. Another representative mentioned that I might have to reapply for EBB, but I am concerned this could lead to the cancellation of my Safelink service. It doesn't make sense to have EBB without Safelink. This situation is becoming overwhelming, and I am seeking assistance before any potential cancellations by the government. Thank you.

I have been struggling to get my SafeLink phone service reinstated since losing my phone three weeks ago. Despite multiple hours on the phone with at least 10 representatives who were all friendly, the issue remains unresolved. Each time I called, I received conflicting information, making it hard to believe this ordeal is real. It's been a frustrating three weeks of unsuccessful attempts to activate my new phone. Every call resulted in different instructions, disconnections, or technical difficulties. I've interacted with numerous representatives over the past few days, each assuring me the problem would be fixed promptly, only for the calls to abruptly end after long periods on hold. The situation has been challenging, and I'm at a loss on how to proceed as my phone is still inactive.

I canceled my service with Safelink because they activated it while I was using the phone this morning. Suddenly, I lost service. After talking to a representative online, they said I wasn't confirmed yet. I provided all the details about when I was approved. Safelink sent me a sim card, changed my phone number, and I had to purchase a $[redacted] phone. They activated it for me last week after all the trouble I went through. The representative said I'm not approved, even though I received an email confirming it. I'm now trying to get service with Tracfone, but I can't because of Safelink. I don't know how much more of this I can handle.

Today, I collected my phone at the welfare office. As I retrieved my paperwork from my nearby car, I noticed that the staff were taking photos of my license with their personal phone, in addition to using the tablet for registration. This situation worried me greatly. The staff member requested the last four digits of my social security number, photographed my driver's license and food benefit card, thus now having access to part of my social security number. Her boyfriend, with tattoos and facial tattoos, also raised my concerns. When I asked her for a SafeLink card with her name for verification, she mentioned they did not have any. This puzzled me as other carriers I've signed up with had cards as proof of affiliation. I feel uneasy about how my information was handled. I want to ensure its safety. These actions by the staff seemed unprofessional and left me feeling uncomfortable. - V.K.

Hello TracFone or SafeLink, I am not a customer, but I am reaching out to report a situation. I have noticed that someone is using a SafeLink SIM card that appears to be stolen. The phone number associated with it is +1 [redacted]. This goes against the rules and possibly the law since it is meant to be a lifetime benefit for someone else. I suggest deactivating the SIM card by requesting verification from the user. If they cannot prove their identity, it should be deactivated to prevent misuse and ensure fairness for those entitled to the benefit. Thank you.

The SafeLink application is under John Warner III. The LifeLine application was processed under John WarnerIII (no space between WarnerIII). My LifeLine application has been approved under the name John WarnerIII, but when I contacted SafeLink on Tuesday 10-26-21, I received different information each time. The last update was that someone at SafeLink had submitted another application, and the new application number they provided was [redacted]26. As of now, the online message from SafeLink states, "my application is rejected: source: administration." I urgently need SafeLink to process my application promptly since I already have approval from LifeLine. It seems SafeLink is having trouble with the name John Warner III, processed by SafeLink, versus John WarnerIII processed by LifeLine.

I have an unlimited plan with EBB every month. However, you consistently turn my service off on the 1st without any reason. Restoring it should not be a problem but I'm tired of this issue. I am done with you, Safelink. I have kept a record of all my call logs, and I have contacted you 92 times since the end of August. I will be presenting this evidence in court. Furthermore, your customer service representatives have been rude and even hung up on me. Please consider hiring staff that make fewer mistakes, as this situation has been ongoing from August until now.

Gary T., with Account #[redacted]68, qualified for a government lifeline phone due to his disability. His limited hand mobility requires a compatible flip phone, specifically the ZTE Cymbal T LTE Z353VL. Despite being informed by a previous representative from Safelink that free phones are not provided, as a approved member he is seeking assistance without the need to purchase the phone. Gary is solely requesting the phone without additional accessories. If providing the requested phone for free is not possible, further action may be considered. Your prompt guidance on this issue is greatly appreciated.

Gary T., Account * *********, has recently been approved for a lifeline free government phone due to his handicap, which limits his ability to use a touch screen phone. His current phone is not compatible with the service, and he now requires a flip phone. He is interested in ordering the ZTE Cymbal T LTE Z***VL. He was informed by a previous operator at SafeLink that they do not provide free phones, and he cannot afford to purchase one. As he has already been approved, he is wondering if the requested phone can be provided at no cost. Gary does not need a tablet, only the phone. If this is not possible, Gary will need to explore alternative options and may file a complaint. Urgent assistance in resolving this matter is greatly appreciated.

I recently recertified for the Lifelines program through Lifeline. Despite speaking to representatives multiple times and rebooting my phone, I have not been able to recover my lost data. I am also experiencing issues receiving messages, phone calls, and voicemail alerts. Every day my phone goes silent and I have to restart it to potentially receive them. This situation is becoming quite inconvenient and affecting my financial situation. I am planning to contact your support today from another phone to resolve this problem. Your assistance in fixing this matter promptly would be greatly appreciated as I rely on the data service for various tasks.