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Have spoken to several representatives at Safelink who state that they have received an update in their computer system stating that all safelink accounts that needed to be recertified prior to June 2017 were AUTOMATICALLY recertified by safelink (they advised me that mine was done in March 2017), without my knowledge or permission. Since they automatically recertified me, I cannot change to another carrier until March of 2018.

I spoke with Bob at the USAC (Universal Service Administrative Company) at 1-888-641-8722 and he advised that I would have to contact Safelink and request a "port freeze exception" in order to sign up with another carrier. I called Safelink back and spoke to several reps before I finally spoke to someone who even knew what a "port freeze exception" was.

The last representative that I spoke with on 7/15/2017 stated that he did know what a "port freeze exception" was, but that their computer system had automatically recertified my account in March 2017 and that there was nothing that they could do about it. I would have to either re-enroll with safelink, or I would have to go without lifeline phone service until March 2018.

Review about: Safelink Wireless Phone Service.

Reason of review: Poor customer service.

Monetary Loss: $700.

Preferred solution: I want Safelink to enter a "port freeze exception" on my account so that I can enroll with another carrier for my Lifeline phone benefits..

I liked: Last representative that i spoke to.

I didn't like: Poor customer service and illegally recertifying my account.

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MattSL
#1351070

Hi. Im Matt from SafeLink Wireless.

I'm sorry for the inconvenience that you have experienced.

Let me help you to resolve that issue. Please send us an email with your account information to tracfone@fb-tracfone.com.

user59433527
to MattSL #1351148

The requested information has been sent to the email address you supplied. Thank you for your assistance.

user59433527
to MattSL #1351390

UNBELIEVABLE!!!

This is the response I got from Safelink/TracFone after I forwarded all the information they asked me for to tracfone@fb-tracfone.com:

From: tracfone

To: xxxxxxxxxxxxx@aol.com

Sent: Mon, Jul 17, 2017 8:37 am

Subject: Re: Safelink LifeLine Account Issue #17718422 Good morning, xxxxxxx. This is a more complex issue and we may need to speak with you directly so we can resolve it.

Have you already tried to contact our SafeLink Enrollment Department at 1-800-977-3768? If no, please try to call this number for further assistance. For your convenience our representatives are available from 8:00 AM to 11:45 PM EST, Monday to Sunday. There are information that we cannot gather online.

Thank you. Shelly SafeLink Wireless HERE IS MY RESPONSE! Re: Safelink LifeLine Account Issue #17718422 Fromxxxxxxxxxxxxx@aol.com Totracfone tracfone@fb-tracfone.com You have got to be kidding me! Did you bother to read the information I put in this email?

I have spoken with dozens of your representatives and they have all lied to me and given me incorrect information. I provided a contact phone number in the email (xxx-xxx-xxxx) so that someone IN CHARGE, someone WHO KNOWS WHAT THEY ARE DOING, someone who is WILLING TO TAKE RESPONSIBILITY, can call me directly and fix this situation. You are supplying fraudulent information to state and federal government bodies in order to secure payments for services that you are not entitled to.

I will be forwarding this email, along with the other items I listed in the response email (copies of emails, screenshots of my account, conversations with customer service reps) to the Better Business Bureau, the Universal Service Administrative Company, the FCC, the press, and anyone else who will listen in order to see that you are stopped from taking advantage of people. I have spent dozens of hours online and on the phone in an attempt to resolve this issue and I get NOWHERE with your company.

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