Safelink Wireless
Reviews and Complaints
Can't get renewed
Impossible service
Preferred solution: certify immediately and send him a phone that you can hear. Also, hire people in the US that speak and understand English words
My phone is not working
3 days to get my number ported to a new SIM and account linked
It was a bit complicated when I initially signed up a couple of years ago, having to buy a SIM kit was new to me. Today, I finally got my issue resolved in upgrading my phone after 3 days of calls to customer service.
Initially, I bought a SIM kit for "Tracfone" to port my old phone number to my new phone because the new SIM had to be nano and my old one was standard. I told the tier 1 CS what I bought and asked which card to use. I went with the one she suggested and by the end of the call she said it should be up and running in a couple hours. Ticket number was 118618****.
Day 2, I get a text from them saying I need to check that my data is working by going to m.tracfone.com. When I did, I got an error message saying my data had all been used up. I checked my old phone and I was only at 171mb for the month, so that couldn't be right. As far as I knew, I had a 2 gb allowance. When I tried to make a call, it wouldn't go through either. My call to customer service was escalated to tier 2 after tier 1 argued with me that I actually HAD used up all my minutes and data. As far as I knew I had unlimited minutes, so again, that couldn't be right. I quoted her my usage and explained I could send a screen shot from my old phone anywhere she wanted to prove it. She opted to escalate my call. Tier 2 worked on it for a bit and didn't argue about the minutes. At the end of the call, they said it would be working in a few hours. They gave me a new ticket number in case it didn't work (118624****).
Day 3, today. I call and ask to immediately be escalated since this was a complex issue that tier 1 didn't seem to have enough info to help with. I get "Rafi" who identifies himself as the "manager". He tells me that I used my 350 minutes of voice and used all my data, and I told him again, as far as I knew, I had unlimited minutes and I'd barely used any data. He could not be convinced there was some sort of error, and when I tried to ask him to redirect me to another CS Agent, he said that he was the top and there was no one else to direct me to. So he stonewalled me and wouldn't relent on the issue. I told him that I had spoken to other Tier 2 CSAs that looked at the same information he had and somehow didn't seem to think that his version was the reality instead of a technical error. I asked him if he could pull up my account history, made sure he had the right enrollment number, everything I could think of at the time. Still no dice, just repeating himself. I became so frustrated I just ended the call as he had me about in tears telling me my only option was to wait 10 days until my cycle renewed or to buy minutes.
I decided to check my safelink account online to see if I had any sort of access to how many minutes I'd used or anything like that. No such info was available, but I did confirm that my plan was indeed unlimited voice and text with 2gb of data (picture included). Armed with proof, I called back and asked to be escalated immediately. The person I reached parroted the same thing Rafi had mentioned, but I told her that I had proof now that my plan was unlimited and I'd send her a screen shot. She then asked the key question that Rafi hadn't either thought to ask or didn't read far enough into the notes on my ticket that would have changed his tune: "Do you live in California?". I'd been asked this question several times and had answered affirmatively - I don't know why that wasn't in the notes, and I didn't realize how important this piece of info was. She told me that California does indeed have the unlimited plan, and for some reason, the account was showing me as a regular non CA customer. She diagnosed the problem as the SIM card being for "Tracfone" instead of "Net10". So 1 point for her, 0 points for the first CSA I spoke to on day one and -100 for Mr. Manager Rafi.
I buy the correct card, I call back, I tell them I'm ready to continue porting my phone number to a new SIM card. I get escalated. Tier 2 agent "Oliver" answers and after we get the new SIM card associated with my account, he tells me to test the data. After a phone reset, I tell him I still see the same message about having used up all my data. He tells me that it appears I've used up all the available data and I tell him that's incorrect, and additionally, I don't have only 350 minutes, and ask him why that would be. He pauses for a few second to think, then asks if I'm from CA? BINGO, good job on trouble shooting, Oliver! He sets to work manually resetting my voice, text, and data, and by the end of the call, all was working!
So yes, my issue was ultimately resolved, but it was like walking blindfolded barefoot through a lego mine field.
- Free plan
- Customer service
I tryed to recertify (1 day left now) for several days,it will not lrt me.
Preferred solution: Let the company propose a solution
Applied for lifeline. Took forever. Then they only send me a SIM card. I need a phone Safelink!!
Phone
Got cut off for no reason
- Great when working
- I want my december minutes
- To transfer the minutes i was robbed of
Preferred solution: Let the company propose a solution
I have been trying to get my phone back on for 4 months now. I have re renewed my account, I also need an upgrade. I demand my phone to be turned back on, with an upgrade in 24hrs.
Cruel Rubbish
- Having no phone in strange location
Preferred solution: Let the company propose a solution
I need to recertify
Re: recertify my acct.
I called the #listed on the web site and the guy (if I understood him correctly) said that my acct. has been cancelled because of something I did on line when I tried to recertify my acct.!
#1 I need to recertify and I need a new phone. the phone that I got when I entered this program is not holding a chg and several of the buttons stick. i told the guy this and he said i have to reapply! now i'm trying to reapply and am getting NO WHERE!
i need help.
i'm elderly, on Disability/SS and why is this being so difficult? ugh!!!
- Need to speak english
Preferred solution: need a CSR that speaks english please!
Customer service
Identity Fraud Scammers
- Scam to get personal info and provide no service
Somebody has stolen my Safe Link Phone
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Hi FaithfulWelshCorgi100. I'm Matt from SafeLink Wireless.
I noticed your post on this blog and I want to help you. To better assist you with your enrollment concerns, please contact our hotline number at 1-800-723-3546. Our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST.
You may also text the key word HELP to 611611 to view our self-service menu with a list of help key words with valuable information. Thank you.
I have called the number you gave no one there can answer any questions they just tell me to send the same paperwork I already sent sick of the run-around if there is a different number I would like to have it