I had Safelink from September 2009 through December 2013. I did not re-certify this time, as I did not know yet that I would qualify for Medicaid, which I did.
I had my phone for 4 months. Throughout, I had constant dead zones and error messages. 50% of the time, I could not make calls.
In May, I thought I had lost my phone. I reported it to Safelink, but them found the phone later that night. I called Safelink to revoke the loss report.
They went ahead anyway and deactivated my #, which I discovered 3 weeks later, without any notice from Safelink. I called customer service, and was told they'd send me a new SIM card, which would take just a few minutes to hook up.
I got the new SIM card, and spent an hour and a half with several different reps. What happened was they kept telling me repeatedly that I had been "decertified" by NYS and that I had failed to qualify, when no such thing happened at all. When I asked for the reason or someone to contact, they refused to give me any information. That was true for every rep I spoke with- they refused to give me any explanations.
Finally, I spoke with a supervisor, who said she was activating my new SIM card. This was on June 29, 2014. My effective date was March 29, 2014. I had over 250 minutes unused. I used the phone for 1/2 an hour after, then I saw service was cut.
So I called another supervisor, who told me that the previous one had changed my effective expiration date from March 29, 2015, back to June 29, 2014, and that she had disconnected my service. She also emptied out my minutes, all without my knowledge or consent.
Safelink is practicing wholesale fraud against seniors and low income persons. The entire objective is to force people to buy air time, which undermines the entire intent of the program.
Also, it is almost impossible to get through to a live human being. I agree, customer service is either incompetent or rude. Most sound robotic, as if they are talking from a script and do not understand any questions outside of that script.
Monetary Loss: $160.
Preferred solution: I want my service restored immediately and all my minutes back. I want my effective dated extended for the 8 weeks that my service was cut off. I also want service extended for the 5 weeks Safelink kept me waiting for my phone..