My name is Brandi Easlon, I was enrolled with Safelink. My account was suspended.
I received a recert letter in March 2017, I called the Lifeline Administrator to do my recertification, they told me to call Safelink and tell Safelink to keep my service on until the recert was done. I called Safelink like I was instructed, when I told the operator at Safelink what the Lifeline Administrator had told me to tell them, the girl, at Safelink, I did not get her name, told me she could do my recertification right then over the phone. When she was finished, she gave me a new enrollment # 101452634, and told me it was taken care of. I asked her twice if I needed to call the Lifeline Administrator and give them my new enrollment number, but she reassured me that I did not need to call Lifeline that everything was taken care of.
But, two days later my phone service was shut off. I contacted Safelink to see why, I was told it was because I didn't recertify. I told that Safelink rep what had taken place two days prior, but all they could tell me was, " I needed to contact Lifeline to recertify". I contacted Lifeline and told them what happen, this is the email I received from Lifeline: Hello Brandi, >> >> Thank you for contacting the California LifeLine Program.
>> >> We have received your email regarding the status of your account. Our records show that your account is Inactive. The reason why your account is Inactive is because your renewal was denied. We did not receive a response back from you so that is why it got denied.
Your anniversary date was 3/3/2017. You received your discount up until that date and then you were removed from the program. >> >> You have the option to re-enroll at any time. The process always starts with the phone company.
You must notify your phone company that you wish to re-enroll. They will then send a notification to us and we will mail you a new application form that will come in a “pink” envelope. >> >> For further assistance please email us through our website at www.californialifeline.com or call us at 1-877-858-7463. We are open Monday through Friday from 7 am to 7 pm.
I contacted Safelink three or four times to tell them what Lifeline had told me. When I tell Safelink what happened and what Lifeline told me, every Safelink rep that I talk to tells me that I have to call Lifeline myself and have them take care of it. I have talked to Lifeline and they are just waiting for an application from a company. I have told Safelink this same thing over and over and I'm told either it will be taken care of or I have to contact Lifeline.
I would like to have Safelink service again, I really liked the service, I never had any complaints except for this one. Is there any way this can be resolved? I would greatly appreciate some kind of help or resolution, I know that something can be done. I don't know if the Safelink reps that I spoke to didn't want to do their job and just wanted to get off the phone, or if they just don't know how to do their job and just wanted to get off the phone, but in my opinion it should have been taken care of before it came to writing this long explanation and begging for help.
I know there is someone at Safelink that can and will understand what I'm asking and will know how to help me and help me get this resolved.
I know that I am still enrolled in the Lifeline program so there shouldn't be any problems getting my service turned back on. Since I am still enrolled in the Lifeline program, all that the Lifeline Administrator needs is an application from you, Safelink, or another company, but I would like to have Safelink service.
Product or Service Mentioned: Safelink Wireless Mobile Phone Service.
Reason of review: Poor customer service.