Update by user Sep 17, 2017
Okay so I just would like to add a few things to the review that I wrote first of all I noticed that all the replies are from Matt and they're all Cookie Cutter and I'm sure that Matt is not actually a person so why don't we just sign it SafeLink Wireless instead of playing all of the consumers including including myself like fools suggesting that maybe we've actually reached a human being that has some concern for our frustration and situation to borrow a line from Wizard of Oz pay no attention to the man behind the curtain Maybe it's out of necessity that you'd you do this because there's such a large volume of complaints coming in that it has to be automated to handle all of it I don't know but I believe it perpetuates what almost every single consumer on here has expressed in one way or another and that's the lack of customer service to begin with and that's kind of my Segway into my next issue as I believe I stated in my initial review I did file an informal complaint with the FCC and I did discuss the situation with USAC was my understanding that I would be contacted by SafeLink Wireless once they had been served on the complaint from FCC however that was not the case and if you also recall the first thing I have received in writing from SafeLink Wireless came in the mail the day before yesterday and it was simply a three-page application for services explaining that I was having to do some of this worksheet again because there's somebody else that has a Lifeline living in my residence so number one what good will it do me if that's your continued believe to fill out another application number 2 today I received a box with a FedEx padded envelope with mailing label and a standard cookie cutter Memo from TracFone thanking me for contacting customer care about my defective phone with further instructions on mailing back the defective phone but again nothing personal nothing from SafeLink explaining what the plan is I'm just blindly to put my phone now in the mail and hope for the best you know I think I made it clear I'm done with SafeLink I just need to know that my connection with you is officially severed so that I am free to move on I am not going to send this cell phone back when it has my personal data on there and if I don't have access to the internet how do I know that I can completely wipe that off no I'm not willing to to do that at this time and there's one final thing I'd like to include with this update and that is the fact that I was told by one of the SafeLink reps rather rudely in fact that I had to wait I'd get my my minutes and everything on the 1st of August so today I received the mailing envelope and just just out of curiosity I pulled out my old phone and I put the battery back in it and and brought it back up just just to see if there were any changes and I sent a message a text message because I still have messages and I still have voice minutes which I don't understand if I have no contract with you anymore I don't have internet but I sent and I asked for my usage and I got back notice that basically I'm at the same place because I haven't used this phone I'm at the same place in my balance that I was when I shut the phone off over a month ago doesn't make sense the next thing I sent another text to see when my due date was it expired the 23rd of August so my question there would be how is it possible that I was told by a representative and not very nice representative not very friendly but I just had to wait till August 1st and I even tried to explain to him then I don't understand why my usage is up the 23rd of August and he snapped at me again and told me just to wait until August 1st and just for clarification that that was one of the final exchanges I had before deciding to file the informal complaint I'm sorry but I would love to speak with somebody at customer service that truly does have a concern for what I've been through and what all these other consumers have been through it's ridiculous my mother taught me very early on Beggars can't be choosers and I completely agree with that however in this case I simply ask to receive what you offered to provide and now two occasions miney service has been interrupted and I can't get any relief in a reasonable amount of time this problem started around the 4th of July and it is now the middle of September and even if my service and my phone were straightened out tomorrow the real problem still exists and that's management that's customer service that's quality of service that's continuity of service all of it needs to change and until that happens it's just a matter of time before I believe my service will be interrupted again the best resolution for me and all of the other customers would be for you to stop fleecing the government stop gaslighting consumers e that we've somehow done something wrong clean house from the top down and provide a decent service worthy of the name lifeline because really you are providing a LIFEline
Original review posted by user Sep 15, 2017
Have you SafeLink for several years and approximately a year or so ago I was cut off with no warning I just suddenly didn't get my minutes anymore and when I called to find out they accused me of having somebody that lives with me that has another Lifeline phone and no matter how much I tried to explain I gave a phone number where they could verify I live at the YMCA Supportive Housing campus in Des Moines Iowa it's one person to a room and I'm telling you these rooms are about the size of a a broom closet absolutely no way than anybody else lives at my address and there's no way it's it's not permissible that can easily be verified buy my case manager by a landlord anyway when that happened and I could not get any satisfaction I dropped all service all the temps I just gave up I walked away from SafeLink and then the other Lifeline provider after several months I decided to give it a second chance and I got a package that included everything text talk and data I get my data on the first of the month by July 4th my data was already gone I was never able to access it in the month of July I was told by one representative that I left my something my app something running that drained all that data in 3 days I was told not by SafeLink but when I called TracFone to see if there was an issue with my phone or if it was with SafeLink TracFone which I know is your parent company told me I'd been cut off SafeLink didn't tell me and they said they didn't know why I'd have to contact SafeLink I contact SafeLink they tell me again the same situation after I just been approved you've got somebody else that has a Lifeline at your address I was run all around I spent half-an-hour one afternoon on the phone with one gentleman who said oh no there is a problem with your phone he did something for 30 minutes and the only the only information I could get from him was just 3 more minutes ma'am just 3 more minutes until I finally said look I got to go turn your phone off and on in 15 minutes turn it off turn it back on 15 minutes will be fine I was not fine there was still no data I called back the gentleman I talked to this time had no record no documentation of whatever was going on for half an hour while I sat in listen to nothing earlier in the day but he told me know your service is cut off my phone began to overheat I believe that somebody from SafeLink was remotely accessing my phone because at one point where I turned it off and turned it back on December 31st everytime I talk to somebody I got a different story nobody gave me a straight answer I finally got so angry that I did file a complaint with the FCC and with us AC at the end of the 30 days which is now a little Beyond actually I was notified by the FCC that I should expect to hear something from SafeLink I did I got another application and on the third page of the application it said I was being asked to fill that out because I have somebody else living here with a lifeline I'm done I am completely done I've been without my SafeLink phone since July it overheats it won't hold a charge I told Representatives that they told me that I couldn't get a new phone until I did another application I shouldn't have to do an application my year isn't up I don't have anybody living here I don't know what good it's going to do what's the difference if I tell you in writing or I tell you over the phone when I reapplied after I calm down the first time I was told it was a non-issue don't worry about it there's a reason why those phones are called life lines my mother passed away in April had a not had that phone I wouldn't have had any communication with my family who lives out of state I'm extremely disappointed it's ridiculous the run-around I asked to talk to managers I don't think they were managers it sounded like reps hand in the phones back and forth I couldn't understand a lot of what was being said because of their accents I'm done but I think it's it's extremely sad that SafeLink is getting government money federal dollars claiming to provide a service when they're not the customer service is horrible people are rude I've been hung up on I've been sent to voicemail nothing I was told by the FCC that I should probably expect to hear something from SafeLink once they were served on the complaint to see if they could gather my side of the story I never heard from anybody and if they tried to call my other phone it's been off because I'm afraid that leaving it on is puts me in in Jeopardy of a fire it gets that hot and it won't hold a charge
Product or Service Mentioned: Safelink Wireless Phone Service.
Reason of review: Poor customer service.