Harvey C Fle
map-marker Medina, New York

Can't get renewed

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I tried to recertify in October 2018 did not work lost paperwork gave all info on the phone said they would send application to sign and send back to them with the paper they wanted didn't get the application called back they sent the application about three weeks ago and later filled out the application and sent it back to them with the paper work they asked for now they say I have to start all over again and and to send the same paperwork again I was told that there was no supervisor or anyone else who I could talk to have Heath problems need the phone this is rediculocs
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Reason of review:
Poor customer service
2 comments
MattSL

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.

Guest
reply icon Replying to comment of MattSL

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

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LAUREL R Yub

Impossible service

They shut off my son's service when he was out of town. And then they sent an email saying in 2 weeks they were going to shut off the service unless he recertified. He can't do this, so I called. I have probably talked to 16 agents. For starters, they are either in the Philippines, Costa Rica, Central America, Honduras or some other foreign country when you can not understand a word they say. They insist on speaking very fast and do not understand English well enough to answer questions. For starters, since this is a government funded program, why do they outsource everything to foreign countries??? When I looked on line, as I finally figured out that's what they wanted, it said he did not need to recertify. But his phone does not work. I can't use his phone to call because it is so bad you can't hear a thing unless it is on speaker phone, and even then, when you are talking to the Philippines, with their accent it is impossible to hear or understand them. They finally sent an e mail that said they received the paperwork and they are reviewing it. How long does that take? Last year when his phone would not work and I tried calling, they kept asking me why I thought it did not work. Because it did not work! It took 6 months to finally get someone who could understand what I was saying, and sent a new phone. Again, isn't this a government program? I mean a United States government program and run by states? They also kept telling me that Michigan said e did not use the phone so they cut off the service. That is a lie. So what is the real deal? I see Matt keeps responding to these complaints. Matt, are yo9u in the Philippines? You have the same response to everyone, with the same phone number every time. I also notice no ne has responded with they called that number and had success. I have called both of them 20 times and gotten nowhere. So Matt, what country are you from?
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Reason of review:
Poor customer 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

1 comment
Guest

QUOTE :" I have called both of them 20 times and gotten nowhere." DUH. How many times must you repeat the same error before realizing there's a problem ?

Anonymous

My phone is not working

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Tried to recertify could not get it done
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Reason of review:
Damaged or defective
1 comment
MattSL

Hi. I'm Matt from SafeLink Wireless.

We are sorry for the inconvenience. Please click on this link http://bit.ly/2qdrKHH to chat with a live agent. For your convenience, you may contact one of our customer care representatives at 1-800-378-1684. 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.

Anonymous

3 days to get my number ported to a new SIM and account linked

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Safelink Wireless - 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.

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Pros:
  • Free plan
Cons:
  • Customer service
Reason of review:
Poor customer service
Dennis E Wuz

I tryed to recertify (1 day left now) for several days,it will not lrt me.

I tried to recertify , it wont let me initial the boxes because there are none ,I will be without a phone in less than 24 hours .
View full review
Loss:
$100
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

1 comment
MattSL

Hi GlamorousCloudedLeopard. This is Matt from SafeLink Wireless.

We are sorry for the inconvenience that you have experienced. Please chat with us at http://bit.ly/2qdrKHH so we can help you with your recertification. You may also contact our Customer Care Center at 1-800-378-1684.

For your convenience, 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.

Kristi h Ahx

Applied for lifeline. Took forever. Then they only send me a SIM card. I need a phone Safelink!!

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After it took forever to get approved and the website having glitches so you can't finnish the application. It finally goes through. It comes in the mail but they only sent me a SIM card. Somehow i guess they thought i was doing the byop thing. No Safelink! I need a phone too. Now i cant get i to my account because it says there is two and it needs a phone number. I dont have a phone number! I cant chat and fix this either but i dont have a phone to call. Help!!
View full review
Reason of review:
Order processing issue
1 comment
MattSL

Hi FrankStagBeetle312. This is Matt from SafeLink Wireless.

We do apologize for the inconvenience that you have experienced. We are determined to help you in resolving your issue.

Please chat with us at http://bit.ly/2qdrKHH so we can provide a concrete resolution. We'll be looking forward to work with you.

Annette L Qgc

Phone

My phone feel in the middle of lake ice fishing with family
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Kent L Wck

Got cut off for no reason

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my service cut off day is 12-27-2018 the first of december my data and minutes did not reload like they always do. After 2 hours with tech support still nothing. They said i was supposed to re-certify 45 days in advance or i will be cut off, no where was i notified this. Not an email,text or by mail. So now i have no service,and no way to even dial 911. There service sucks and it is hard to understand there tech persons. NOT HAPPY !!
View full review
Pros:
  • Great when working
Cons:
  • I want my december minutes
  • To transfer the minutes i was robbed of
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

1 comment
AlexTrac

Hi, HurriedMantaRay. I'm Alex from SafeLink Wireless.

We would like to apologize for any inconvenience that our service has caused you. To help us serve you better in the future, please feel free to chat with us at http://bit.ly/2qdrKHH or call 1-80*-***-****. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST.

You can also use our self-service menu by simply texting the word HELP to 611611. Thank you.

robert r Gqa
map-marker Anacoco, Louisiana

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.

The numbers are sticking,the key pad keeps going back home.please help.
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3 comments
Kee Dic

I used to have safe Link wireless and I'm looking forward to having you back as my phone company

MattSL

Hi IntentJaguar117. This Matt from SafeLink Wireless.

We can surely help you with your concern. Please chat with us at http://bit.ly/2qdrKHH so we can provide a concrete resolution.

For your convenience, 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.

MattSL

Hi IntentJaguar117. I'm Matt from SafeLink Wireless.

I noticed your post on this blog and I want to help you. Please click on this link http://bit.ly/2qdrKHH to chat with a live agent. For your convenience, you may contact one of our customer care representatives at 1-800-867-7183. 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.

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Rosemary S Bvw
map-marker Andover, Massachusetts

Cruel Rubbish

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Went to visit a friend out of state and now phone is locked. Kind of hard to call customer service when you have NO PHONE, it was great to be sitting in the airport in a wheelchair w no way to contact anyone. I'm clearly a terrorist as I was trying to text the only 3 numbers I ever contact. Last time they did this I was on someone's phone for 4 HOURS trying to get it resolved. That person no longer has a phone. There is no one now that I can ask for help. I'm old and in a lot of pain. This is just CRUEL. So, now I have NO PHONE AT ALL.
View full review
Loss:
$999
Cons:
  • Having no phone in strange location
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

1 comment
MattSL

Hi MajorAlbatross. I'm Matt from SafeLink Wireless.

We are sorry for the trouble this has caused you. We understand that your previous experience was unpleasant, and we wish to make it right for you. Please click on this link http://bit.ly/2qdrKHH to chat with a live agent. For your convenience, you may contact one of our customer care representatives at 1-800-378-1684.

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.

Sheila J Gmg
map-marker Portland, Maine

I need to recertify

I have filled out numerous applications ands even over the phone with no results
View full review
Reason of review:
Poor customer service
Anonymous

Re: recertify my acct.

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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!!!

View full review
Cons:
  • Need to speak english
Reason of review:
Poor customer service

Preferred solution: need a CSR that speaks english please!

23 comments
Guest

Joyce Braun:1-60*-***-**** You are not alone, but its NOT sAFELINK that is the problem, but an employee/past that is illegally entering your info, phone, changing it over and over, as they do/did for me. Now they are really mad, I called these BIG MEN what they are: Criminal Parasites

Stephano Sca

I don't currently have a phone number so I can't recertify for a new phone that is broken

Guest

YESHAVE CALLED SEVERAL TIMES TO RECERTIFY MY ACCOUNT I DIDT OVER THE PHONE TOLD ME I WAS APPROVED FOR ANOTHER YEAR STILL NO SERVICE SINCE JUNE????????WHAT IS GOING ON V CALLED BACK AND WAS TOLD I WOOULD GET APPLICATION IN MAIL ALMOST 3 WEEKS AGO STILL NOTHING?????? VERY AGGRAVATING

Guest

Customer service stinks. I faxed my proof and they claimed it was not received.

I have my fax it was confirmed that it went through. Then I emailed my proof, I received a confirmation that it was received, yet 4days later I was told it was not received.SafeLink stinks

Tazia Xwv

Do I need enrollment number if so send to my email address

Tazia Xwv

Please send enrollment number to my email

Tazia Xwv

I finished my application but didn't get all my enrollment number. All I got of it was 397 and lost contact can you please give it to me?

Gwendalyn Dws

I AM HAVING THE EXACT SAME ISSUES. THIS IS THE WORST CUSTOMER SERVICE I HAVE EVER SEEN.

THIS COMPANY NEEDS PEOPLE WHO SPEAK AND UNDERSTAND ENGLISH A LITTLE BETTER. AS WELL BETTER COMMUNICATION WITHIN THE COMPANY ITSELF. WHEN I INTIALLY EXPLAIN MY ISSUES AND THE STEPS I HAVE ALREADY TAKEN, IT GOES IN ONE EAR AND OUT THE OTHER.

SAFELINK HAS THE BEST PLAN AS FAOR GOVERNMENT ISSSUED PHONES. BUT THE CUSTOMER SERVICE AND APPLICATION PROCESS IS THE WORSTEVER.

Guest

I am elderly went to use my phone and had no service tried all day to get it fixed every time they would transfer me I would get dis connected ….. All I want is my phone back in service!!!

Guest

Since Jan 30,,, been trying to get service days updated ,, either nobody speaks English , says I need another phone,, this is my ONLY ph ,,, I am elderly , semi-handicapped with health issues !!!!!! PLEASE get this issue resolved A S A P

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Concordia M

Customer service

I have had my phone for approximately 10 yrs. And have had no problems with neither customer service, nor understanding the representatives. They are always doing their very best for whatever your concerns are.
View full review
Reason of review:
Good customer service
3 comments
LAUREL R Yub

Told you! He doesn't read the review and then puts something that is totally irrelevant. I think the job criteria for his job is to be a non-reader, and a big liar.

Guest

THIS MUST HAVE BEEN WRITTEN BY A EMPLOYEE OF SAFELINK. I HAVE NEVER EVER HEARD A POSITIVE COMMENT BEFORE. hOW DO YOU KNOW THIS IS NOT DONE BY THE CEO OF COMPANY?????

MattSL

Hi StainedSaurian760. I'm Matt from SafeLink Wireless.

We are glad that you are satisfied with our service, and thank you for being a loyal customer over the years. We greatly appreciate your business.

For your convenience, you may 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.

View more comments (2)
Liubov
map-marker Honolulu, Hawaii

Identity Fraud Scammers

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I mailed all the necessary information, received zero service. When called, they said the Xerox copy of SSN card was not clear, so that was the grounds for rejection, and suggested applying again. My copier machine is state of the art, so when I asked what was wrong with the copy and how can I make it any different if applying again, they could not answer. It feels like an identity fraud scam, since they fished out all necessary personal information and provided no service.
View full review
Cons:
  • Scam to get personal info and provide no service
Reason of review:
Personal Information fishing scam
2 comments
MattSL

Hi AgreeableElephant348. I'm Matt from SafeLink Wireless.

We apologize for the trouble this has caused you. We would like to discuss the details of the issue that you have experienced. Please click on this link http://bit.ly/2qdrKHH to chat with a live agent. For your convenience, you may contact one of our customer care representatives at 1-800-378-1684.

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.

Guest
reply icon Replying to comment of MattSL

I already spent so much time on the phone with you when you told me you did not like the Xerox of my SSN. Really?

You are a fraudulent company, defrauding the government. I hope the government catches on.

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Susan B Aln
map-marker Chicago, Illinois

Somebody has stolen my Safe Link Phone

Somebody has stole my Safe Link Phone and i need to report it
View full review
1 comment
MattSL

Hi DaringScorpionFish201. I'm Matt from SafeLink Wireless.

I'm sorry to hear about what happened to your phone. Please click on this link http://bit.ly/2qdrKHH to chat with a live agent. For your convenience, you may contact one of our customer care representatives at 1-800-867-7183. 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.

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