SafeLink Wireless Customer Service Issues

Archive 22

The following are issues that customers reported to GetHuman about SafeLink Wireless customer service, archive #22. It includes a selection of 20 issue(s) reported October 6, 2022 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I recently requested the 25GB high-speed data offer or the $45 Straight Talk plan with unlimited high-speed data. Towards the end of each month, my service speed was slowed down significantly, causing my phone to be practically unusable. After speaking with a representative for an hour, they assured me that my benefits would be applied to the 25GB plan. However, I discovered today that they had actually reduced my high-speed data to 5GB without informing me. I am adamant about not allowing someone deceitful to have access to any of my accounts. I am requesting the Straight Talk $45 plan with the ACP/Lifeline benefits applied for the duration of my eligibility. I do not want Safelink as my provider. I am frustrated by the lies and limitations on purchasing additional data while on the Lifeline/ACP plan. Despite my rural location and disability, I have been accused of abusing my high-speed data. I simply want a reliable customer service experience without any deceitful practices. Please release my account, switch me to the Straight Talk $45 plan with my benefits, and let me pay the remaining balance. Thank you. - M.Russell
Reported by GetHuman7637617 on Donnerstag, 6. Oktober 2022 14:49
I recently lost my phone and purchased a new Tracfone. I need to transfer my service from my lost phone to the new one while keeping my original phone number. The account is under Antonio Franco Jr. with phone number [redacted] and the last four digits of my social security number are [redacted]. My address is [redacted] E. Main St., Hobbs, NM, [redacted]. The email address associated with the account is [redacted] Due to the phone loss, I had to create a new email at [redacted] I haven't set up the new Tracfone yet, and I'm currently using the Text Now app at [redacted]. I would appreciate any assistance in transferring my service and keeping my number. Thank you very much.
Reported by GetHuman7894713 on Donnerstag, 20. Oktober 2022 20:22
I have been a long-time customer of SafeLink as Sheli J. I have experienced the worst customer service this year. I was disenrolled without notice due to a missed recertification date at the beginning of [redacted]. After going through a 4-month reapplication process, I was finally approved by ACP, National Verifier, SafeLink, and had service for 4 months until it was disconnected last week. Despite speaking to 8 different representatives, each provided conflicting reasons for the disconnection. In September, I even received an email threatening disenrollment for failing to make calls or texts monthly. As my only phone used for calls, texts, and internet, I am frustrated and disappointed by the inconsistent and inadequate service I have received.
Reported by GetHuman7897777 on Samstag, 22. Oktober 2022 08:15
I have been receiving free phone service from Safelink for several years. Yesterday, my phone service got disconnected suddenly. I may have caused this by not responding to texts asking me to agree to a new SIM card, a month of free service, and a switch to Verizon. Unsure if it was a legitimate offer, I kept receiving the texts until my service was cut off. Now, when trying to sign in to Safelink, I cannot access my account as my email is deemed invalid. Can you assist me in determining if my free service has expired? Do I need to reapply for Safelink to check for eligibility? How can I regain access to my account?
Reported by GetHuman7905629 on Dienstag, 25. Oktober 2022 23:26
I currently do not have SafeLink service; I am with Assurance, but it seems someone might be using my information for this service. Consequently, I am unable to access the Assurance Control Panel due to this issue. I came across a tracking number -1, Ticket number [redacted], with a qualification date of [redacted]/08/27, and an email address from a site I do not recognize, phantomefx.zendesk.com. I am reaching out to address this situation. I attempted to contact SafeLink, but I experienced a disconnection when the customer service agent transferred my call. I prefer Assurance over SafeLink. Please resolve this matter promptly so I can select the service plan of my preference. Thank you for your assistance.
Reported by GetHuman-mageeirm on Montag, 31. Oktober 2022 22:48
I've encountered issues with SafeLink customer service. I've spoken with 27 representatives over 3 days for a total of 12 hours. I'm trying to reactivate my phone that was cut off, and the reasons given don't apply to my situation. I have unlimited talk and text, yet I was told I was out of data and text and was charged for a service plan that wasn't credited to my phone. I provided all the necessary ID numbers but received conflicting information from representatives. I've been given various timeframes for the reactivation of my phone ranging from immediate to 10 business days. I experienced language barriers and improper transfers, and now I'm considering filing a complaint with the FCC due to the frustrating experience I've had with SafeLink, a company I've been loyal to for 6 years.
Reported by GetHuman7923019 on Mittwoch, 2. November 2022 17:23
I have been trying to resolve this issue for almost two years now. This is the third phone I have received from your company, all of which have not worked properly. The screen does not even turn on for the latest phone I received last week, which stopped working after just one day. After speaking with five customer service representatives, the solution provided was to discard the other phones and receive a replacement. Throughout this ordeal, I have been diligently documenting my interactions, including names and reference numbers, which I can provide if necessary. At this point, I am starting to suspect that this may be a fraudulent scheme targeting the government. If this matter is not resolved promptly, I will escalate my concerns to the FCC and other relevant authorities. Numerous negative reviews online echo my dissatisfaction with both your company and its service. Given my recent cancer diagnosis, it is crucial for me to have a working phone to stay in touch. I simply require a functional device. I urgently request someone from your team to reach out to me today.
Reported by GetHuman7924861 on Donnerstag, 3. November 2022 14:03
I am a Safelink customer who experienced issues with ordering a compatible SIM card. Despite the agent initially confirming compatibility, the SIM card turned out to be incompatible when I tried to activate it. Following their advice, I bought a SIM card kit but faced delays in activation, leaving me without service for almost two months. I felt mistreated and frustrated after having to purchase two SIM cards without resolution. I strongly believe that I shouldn't have to incur additional costs to fix Safelink's error. I urge Safelink to provide me with a working SIM card at no cost to retain my service, as the lack of response to my previous inquiries is disappointing.
Reported by GetHuman7929254 on Samstag, 5. November 2022 07:06
I've been waiting for a phone from you for 3 months. SafeLink replaced my phone but sent it to the wrong address. Then, they wouldn't send a replacement and made me cancel the service. I had to pay an extra $15 on my credit card. I provided all my information, but they won't release my old phone number. I transferred that number from Metro. My ID and credit card details were changed by someone, and now my number is stuck. I want my money back and my old number released. If this isn't resolved soon, I will have to take legal action. I need my number back, and I just want this sorted out.
Reported by GetHuman7930506 on Samstag, 5. November 2022 20:44
My phone was stolen from my house, and despite searching thoroughly, I have not been able to locate it. I need assistance in deactivating and locking the device to render it unusable. If I happen upon it, I will inform SafeLink promptly. The device in question is a TCL4X T601DL SafeLink TracFone. I would appreciate information on the replacement process. Communication is crucial for me as I live in an isolated area and require a means to make and receive calls. Kindly advise me on the next steps to take.
Reported by GetHuman7937730 on Mittwoch, 9. November 2022 02:17
My phone was stolen over a week and a half ago. I contacted customer service this past weekend because two days ago someone accessed my Cash App card on that phone; however, when I called, they claimed they needed the last four digits of my credit card, which I did not use as it is a government-provided phone. I called again, and now they are requesting the enrollment number. After some searching, I found out they needed the very first enrollment number, which I don't have as I had to re-enroll when I first got the phone due to issues. They need that number to shut off the phone, but I can't provide it. I have asked them to deactivate the service, as I will be replacing the phone and do not wish to continue with their service.
Reported by GetHuman-stacyers on Donnerstag, 17. November 2022 18:36
This is my third time reaching out to tech support about my data plan issue. I tried to resolve it on November 18th and 19th, but my 40 gb high-speed data plan has not been restored as promised. Despite assurances, the balance was not added, and the issue persists. I'm frustrated and disappointed by the lack of resolution after multiple attempts. I provided all my details previously and followed the instructions given by Safelink, but the problem remains unresolved. I am hoping this final attempt will result in the correct balance of 27.04 gb being added to my account promptly. Thank you for your attention to this matter.
Reported by GetHuman7965644 on Sonntag, 20. November 2022 22:03
I've been having trouble with my phone for a month now. When it does work, I can only make calls, no mobile data, can't check or send emails, can't send or receive text messages, and so on. It seems like the SIM card and the phone are both faulty, as they are not working at all. I've reached out to customer service at least eight times, and every time I'm told to turn the phone off and on, but it still doesn't work. I really need a replacement phone as soon as possible.
Reported by GetHuman7975016 on Donnerstag, 24. November 2022 17:34
I have been struggling for two weeks, spending six hours a day talking to service representatives, trying to transfer my number. The process has been frustrating, with the workers unable to resolve the issue, even disconnecting my phone. I urgently need to speak with someone who can help. Currently using my old service provider's number, I fear losing business as I await a solution. The lack of communication and errors made by the workers are unacceptable. I am in desperate need of assistance to retain my old number. The inconvenience and lack of professionalism have reached a breaking point. My contact number is [redacted].
Reported by GetHuman-tjbraud on Samstag, 26. November 2022 22:14
My phone was stolen, and now I can't access my Google account, Gmail, or anything else linked to it. I unfortunately cannot recover my data since the two-step verification is tied to my phone number [redacted], which I no longer have access to. As a workaround, I have created a new email account, [redacted], but I still miss access to important files like pictures and documents that were on my old account [redacted]
Reported by GetHuman8029616 on Freitag, 16. Dezember 2022 23:01
My phone number is [redacted]. My phone was stolen, and I had someone buy me a new one from AT&T, but that was stolen too. Is my phone number still on my account? This number is linked to all my internet accounts, and without it, I've been locked out of everything. I can't access my Google account to deactivate the phone or recover it because all passwords were changed. If I get a different phone after the first one, can I keep my number? Signed, Old and Poor.
Reported by GetHuman-mgoad on Dienstag, 27. Dezember 2022 02:57
To whom it may concern, I recently spoke with a representative from Assurance Wireless, wanting to transfer/reactivate my phone number to SafeLink. They informed me that my application with Assurance Wireless was canceled and my number was in the process of being ported. Following their advice, I contacted SafeLink, and their automated system mentioned that my number was being processed. It suggested waiting 24 hours and restarting my phone, but this did not resolve the issue. It has now been more than 24 hours since. I value my phone and the service from SafeLink and hope to keep them. Thank you and Happy New Year!
Reported by GetHuman8060855 on Donnerstag, 29. Dezember 2022 17:20
My phone was taken by my cousin on December 28th at 3 pm. She is in Coleman, Texas, ten minutes away from her mom's house, where she was visiting. I attempted to contact her to return it, but she denies having it. I need the device wiped remotely as it has sensitive information like banking details and tax information. I tried using the Find My Device option, but the location was turned off. I reported it stolen on the 28th and was initially told a replacement would be sent, but now I am being told I cannot get one. I have filed a police report, but without proof, they can't help. Can the phone be locked remotely, including the SIM card and SD card, and all data erased? The IMEI number is [redacted][redacted]. My name is Laekyn D. and my phone number is [redacted].
Reported by GetHuman-lakiesgo on Sonntag, 1. Januar 2023 12:13
I was being transferred to another service provider around 9:30 at night and was given only three minutes to reply. When I tried to text back the next morning, I received a call welcoming me to Straight Talk. I was told my data was unlimited, but the transfer process kept looping, hanging up without providing a number or information about the transfer. It seems they lack the necessary tools on their computers, making the service end date in [redacted] a possibility. Despite the struggles, I can receive calls as long as they come from any of their providers. I've spent hours trying to resolve this with no success, which is worrying due to my health issues. When I asked for a corporate number, they simply hung up, sticking to their scripted responses.
Reported by GetHuman8081802 on Freitag, 6. Januar 2023 18:24
I was approved for ACP benefits in September [redacted] by the FCC. I followed the steps with Straight Talk ACP, encountered errors, and couldn't proceed. A representative confirmed my approval and said no further action was needed. Later, I saw payments made to Straight Talk in November but was informed my ACP benefits were terminated due to multiple applications. After reapplying and being approved, I faced issues verifying my email address to restart ACP benefits. Despite speaking with several reps over three weeks, spending numerous hours on calls, and being promised transfers to other departments (but getting disconnected instead), I haven't found satisfaction. Since purchasing my Straight Talk phone in October [redacted], I've faced constant problems. I'm unsure about my next steps.
Reported by GetHuman-lhhensle on Samstag, 21. Januar 2023 02:00

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