Lost my phone a week or so ago and called Safelink this morning to request a replacement. Their Terms and Conditions (section 13) say that a customer may request and receive one replacement phone, and this is my first time requesting one.
All three reps I spoke to refused, claiming my phone was "ineligible" because it's a smartphone, and because I don't meet their "loyalty" qualifications. There is nothing in the terms that I signed distinguishing eligibility for replacement phones by smartphone status, or by customer loyalty. I spent at least ten minutes on the phone with the final rep trying to get her to understand that by adhering to a policy that violates their own terms and conditions, Safelink Wireless is effectively defrauding me; but all I got in response was an almost robotic repetition of the fact that my phone is ineligible. I am beyond furious.
When I made decent money and didn't need a government cell phone, it pains me to think my tax dollars were subsidizing this poor excuse for a business.
I will be looking up watchdog agencies to report this incident to. I needed a phone to help me get back on my feet, and by breaking their terms of service Safelink has set me back significantly.
Product or Service Mentioned: Safelink Wireless Cell Phone Replacement.
Reason of review: Not as described.
Monetary Loss: $50.
Preferred solution: Deliver product or service ordered.
I didn't like: Fraudulent replacement policy.