SafeLink Wireless
Reviews and Complaints

My phone screen got severely damaged. I called to get a replacement phone. I was told no worries. Phone was suppose to be delivered March 13, 2023. On March 14, 2023, I had not still received my replacement phone. I called safelink and found out it has not left the facility yet. I am sick can't call my doctor to get an appointment and I have heart failure. The whole purpose of the government phone is so disabled citizens can stay connected to there doctors and family.

I enrolled and qualified for Lifeline.

They sent me a tracking number but number was completely wrong.

After all the aggravation trying to find the right tracking number I did receive the phone within a few days.

So far I am happy that I have a phone.

The need to email right information when they send the phone.

Supposed to been shipped by UPS , no such luck. I checked USPS, No such tracking.

Then I transferred number to FedEx later after receiving phone and it says

your package is In transit. Pending delivery, Pending delivery date.

What ever tracking number was given , that item is still in transit.

Any way, I got my phone and I am happy with it.

I just recently realized my phone through safelink wireless was lost/stolen so of course I contacted safelink to have the service disconnected since it is attached to my name, address, info… I contacted Safelink customer support to have them shut the phone off on 3/8/2023 to have the service disconnected. They were and still are refusing to stop the service that’s in my name because I do not have the enrollment ID number which was never given to me. I called again on 3/9/2023 around 8am to see if I could get someone to actually assist me with this issue. Again I am being told that without the enrollment ID &/or a verification code that they sent to an email unbeknownst to me because since I got the phone from a booth last July I’ve never received an email from safelink. I don’t even know if the guy that set the phone up asked for my email? Either way. The phone is attached to my information. My name, address & DES info was used to setup the service but they’re refusing to shut off the service without verification that’s not really verification nor was I ever given. Safelink is absolutely atrocious with customer service which is clearly non existent within the company. Verification is and should be your personal info that was used to set up the line and nothing more. The fact that they’re refusing to turn the phone off without other info not tied to me personally is ridiculous, absurd and unheard of! Them being ok with someone else walking around with a phone tied to me is also absolutely ridiculous, absurd & unheard of. DO BETTER SAFELINK!

My phone won't call and shows no data for 3 days. I've been on hold for 2 hours each day and nobody can fix it then transfer me and I'm still on hold this is ridiculous id rather pay Verizon than to go through this. Terrible service and terrible customer service. I was also told it was fixed and I'd get a call back at 10pm I never did. I'm just so frustrated. I need my phone to WORK

on Jan 31,2023 I was told that my phone has to be replaced and will be delivered in 2-3 business days. I didn't get it yet. Ticet #[protected].

My cellular # [protected].I have called multiple times and always received, if I wasn't disconnected, the day that never has been met. Wireless is difficult to supervised - I think.

Please help.

I'm not complaining directly to SafeLink I'm complaining about NET10 they saw an opening to exploit minorities and the poor, there my provider and every Three months they attempt to get money out of me by lieing sending me emails that my phone will be terminated on Nov 25 that's this time The first time they just shut if off and said I need to buy a plan so I chose the cheapest at 25,00 a month, after a week of speaking to dozens of customer service reps each telling me a different lie from, I didn't re-new my service after my year was up, I had the phone for only three months at that time and there doing it again telling me I used all my internet data for the month mind you this was only the seventh, there's so much more

Yes I have been enrolled on the ACP program and SafeLink will not put me on my ACP program plan I have not received my benefits from ACP like I'm supposed to I didn't get them last month or this month they keep hanging up on us on me and whoever else calls they'll lie to you and say turn your phone off or dial*73 and then turn my phone off for so many minutes and when turning back on my ACP program will be applied to my phone it never has been they keep cutting me off and I'm talking about they cutting my phone service completely off they've done that twice matter of fact

I had called customer service about my talk benefits not being restored on February 1, 2023 as I was told by other customer service reps. I kept on asking why and Eugene (ID518757)just kept on saying February 1-5. And then she said February 1, February 2, February 3, February 4, February 5 and then you will have service. SO I WAITED UNTIL FEBRUARY 6 TO CALL. I was then bullied by another customer service person Dave (511475) who said he was not allowed to transfer me to a supervisor, he was a supervisor, and there were no supervisors. So he got my talk minutes back (being coached by someone in the background (supervisor?). But said I had to call VERIFIER to get my my canceled account back. Then he sent me to another department who was worse. This person said I had to call since my account was canceled due to non-usage. I said I have used texting almost every day for the past 13 months. he just repeated I had to call and get my account verified. I repeatedly asked why was I canceled but he was ignorant to my questions. Called [protected] to get verified but the wait time was over 45 minutes. WHAT IS GOING ON WITH THESE PEOPLE. THEY DON'T SPEAK ENGLISH, ARE COMPLETELY RUDE, AND CANNOT ANSWER ANY QUESTIONS NOT ON THEIR CHEAT SHEETS.

Safelink refuses to give me my enrollment number, I can not access anything on their website. If I use the option to fill in personal information, it redirects me saying my account does not exist. Out of curiosity, I tried reapplying for enrollment the site says I already have an account, but customer service tells me they cannot give me my enrollment number, I have had this account for 10-12 years. I do not have my enrollment number. I believe this information should be available to me upon request. I have on numerous occasions (monthly - because my minutes only last a few phone calls)spoken with them when refilling my service, I am always asked to provide a PIN or answer a security question; which I have always done correctly so they have confirmed who I am. I do not see why they cannot provide me with my enrollment number. They have no problem taking my money without my enrollment information. Also, in all these years I have had this service, I have only once to my recollection ever had to recertify my application, which was when the service was still new. They roll over my account automatically without checking my income status. So, how many people have a goverment phone that they are not in need of?

No wonder we are in a trillion-dollar deficit, this is just one of many programs our gov't. does not obviously audit.

I received an email from SafeLink about getting a new sim card to switch to the Verizon network and upon activation I would receive a $25 gift card. A week after switching, I called SafeLink and inquired about the gift card. After being transferred 4 times, I was told there is no such promotion and they are only giving a month of free service. I already have free service because I am on the govt plan because I get EBT. If the email had said free month I would have waited til next year because I had to get a new phone that was 5G. I was 2 wks without service because they messed up activation 1st time.

I am a customer of SafeLink had there services for months I seen where I was eligible for the acp program signed up thru Windstream I was approved I had internet three months later they Windstream disconnected my service due to me not being able to pay the bill so I called SafeLink told them I no longer have internet that I would like to transfer my acp benefits back to my SafeLink I would have unlimited everything they said I would receive it in 7-10 business days after 10 days it still hasn't been on there I called back they said in a few days well today I wake up to no min no data no nothing logged into my SafeLink account it says customer requested cancellation when I did not I'm so upset everytime I call i can never understand them there English is beyond bad what do I do this is just beyond bad customer satisfaction this is discrimination we need change

Replacement phone under ACP thru Safelink

I am a Retired/Disabled Veteran. My phone was damaged and I called to request a new phone. I was assured I qualified for a replacement. After numerous calls and customer service supposedly sent an air bill via email to return damaged phone, they finally sent me an air bill via UPS to return phone. Phone was packed and dropped at UPS Store Florence SC on 12/27/2022 with tracking number 1Z6980XX9040982754. I contacted Customer service on 01/06/2023 to confirm damaged phone was received. I was told at that time my replacement phone would be received within 3 to 5 business days. Over the month of January 2023, I have contacted customer service numerous times, receiving bogus information and have also been hung up on. Finally, on 01/18/2023, I elevated the issue to Corporate (Mylin) and she placed info into system Ticket #[protected] and was told one more 3 to 5 days for replacement. I have called back numerous more times. Today, 01/30/2023 told once again replacement phone is on the way. I've called them too many times to count since confirmation of returned damaged phone, and every time I've been told it was on the way and then given fake tracking numbers. Last tracking number after discussion with Fedex/Fedex ground turned out to be tracking number of original phone shipped in Jun 2022 which was the phone damaged and sent back for replacement. I'm sure they are getting paid for ACP monthly service, even though I haven't had a phone. I spent 21 years in US Navy and have always followed protocol. This is totally unacceptable and it seems to be policy to deceive.

Isaac Harrison Enrollment #[protected]
CPO US Navy (Retired)
Email: [protected]@bellsouth.net
Desired outcome: I want my replacement phone sent by express shipment. Unless this is company protocol!

She was over talking me, & instead of her working with me, she says, look, I'm going to just send you step-by-step troubleshooting steps for me to follow because she didn't want to go thru them with me.
Sad part...
She never texts or messaged me the steps, so I'm still not able to make or receive calls...
I've been going thru this for 5 or 6 days now, 2 or 3 times a day with other reps & they actually were so patient & understanding.
The rep I'm speaking of was on today, January 26, 2023 between 10:30am-11:30am... I want to see her [censored] in a sling! As many people in this world who needs a job, she acts as tho I was beneath her & never sent me troubleshooting steps as she said she would.
I've been with safelink over 10 yrs & that trick was the 1st of its kind, nasty disposition!
atten: fired, fired, fired

My name is Jean Paul T[censored]eya. My phone number is [protected]. My address is 5300 Holmes Run Parkway 1015 Alexandria, VA 22304. The last 4 digits of my social security number are 1971. Since I've started using Safelink Wireless I have not received my benefits. Technical support agents keep telling me that I must recertify, but I spoke with the National Verifier and they told me that I do not need to recertify, and that my benefits have already been given to Safelink Wireless. Furthermore, everytime that I call Safelink customer service; I get disconnected. This is unacceptable and disgusting!

I am an Elderly woman living alone. My phone was lost and I called to request a new phone, even offering to pay for it in order to keep my ACP. I was assured I qualified for a replacement. This request was 12/27/2022. I've called them 8 times since then and everytime I've been told it was on the way and they gave me 2 fake tracking numbers. I weathered the coldest temperatures we've had in years without a phone and have begged them to consider I don't drive nor do I have close neighbors. The last time I called I was supposedly connected to a supervisor who said I would have my phone within 7 days and gave me a tracking number that only says label was created but no shipment details. I'm sure they are getting paid for this months service even though I haven't had a phone. Someone should monitor them to see if this is a frequent occurrence.

I have gone thru TracFone wireless. I want the SafeLink totally disconnected and disenrolled from my phone. I have never been actived with SafeLink. I've never had a PHONE NUMBER with SafeLink. I haven't been able to call on the Orick phone as it was broken.! It arrived broken! Then you sent me a TMobile sim card! Didn't work!

I contacted the FCC to disconnect you! But nothing has been done! I've called 4 times in 2 days on a pals phone. You have insane wait times! I've tried to email. You have no email! Turn your service off! Cindy Townsend. [protected]@gmail.com, then notify me that it's disconnected!

Today! Get SafeLink off my phone!

On or about january 12th 2023 I registered for the phone seen on a tv ad the start of the application requires a zip code to start. As I filled the entire app, at the end I was advised that because of my location the program wasnt available. So they took my personal information knowing the zip code was in which I had to put in was not elligible. So why are they advertising in an area that is not available yet taking my personal information, then informing me, that I couldnt get in my area. So first of all why advertise and take peoples info. Because the second my zip code went in the application should have stopped due to no availability.

It took until 1/4/2023 to be signed up with LifeLine. Still waiting for official approval of ACP, but have approval email. First I was told Verizon towers were down. Then SafeLink towers were down. Now I'm being told that many customers cannot be connected to the network and they don't know why. UNACCEPTABLE! I had a life/death emergency last week with NO PHONE. TURN MY SERVICE ON!

Phone stopped working Jan 03 2023, called put on hold 250 hours since, 200 tech support ppl, most very rude, ran up a $500 phone bill on me. Pouring out lies thats its this or my phone when its all THEM. No data no phone calls no texts plus they stole all of my carry over data and minutes! Costing me $2,000 at least in business dealing with no phone. Lost my Home over this and it still does not work!

Bc I thought my phone had gotten stolen so I reported it the representative was very rude so I asked to speak to another representative and she was also rude but told me my phone would be locked I recovered my phone the very next day and I called them and they told me it would be 24 hrs and my phone would be back on. My phone is still not on so I called th the next night and I had talked to 4 different people already and they keep mashing buttons saying there's a technical problem w