SafeLinkWireless

Safelink is a subsidiary of Tracphone Wireless, and is used ONLY with the Lifeline program... or so I recently discovered.

I had Lifeline service for the past 9 years or so through Safelink without too many complaints... but with the recent addition of the Affordable Connectivity Program, and subsequent (even more recent) closure of that program, something is amiss.

I had to re-certify this month (May 2024), and did so, I was approved and believed everything was good. I even got the typical first of the month text message from Safelink thanking me for being a valued customer... 7 days later my Safelink account was closed without warning or notification of any kind. I contacted customer service, explained the issue and even added a minor service card to my account to cover any delays during their issues with verification. The next day my account was closed, and the added service right along with it. Contacting customer support was useless except to verify to me that the money for adding additional service was a waste and was essentially gone (unless I re-enrolled with Safelink, at which time they would add the additional minutes to my Lifeline account. As we all know, Lifeline is free, additional minutes would expire in 30 days, meaning the money was still wasted, for literally no reason). I would have to had gotten Tracfone Wireless service, essentially making a new wireless account and paying it, for my phone service to remain active during the delay... or so they told me on that second call.

I immediately went to the Lifeline service website and changed my provider. I will never use Safelink again, and coupled with the other reviews here, I would suggest that you don't even consider this company. Tere are others.

I also dislike not being able to leave a zero rating on this review, but it is what it is.

Worst customer service ever. If you are even able to get through to an agent they either can't resolve the issue or they hang up on you.

I qualified and got a sim card from them. I intended to keep my phone and phone number. I have been through hell for the past 5 days, after talking to about half the population of India, and countless hours I have no data and no phone service. Do not use this company, you will regret it!

Customer services center is located in the Philippines. You can tell they are strictly going by the script. No matter how many times you explain to them for you to transfer to another department since you've already spoken to them that handled the issue since CS couldn't, still CSR will not transfer and tries to fix the issue and waste 30min of your time again. Language barrier was my first concern but their lack of comprehension and explanation that i've already been speaking to another department and wanted to immediate transfer so we don't waste time they still won't comply insisting they can fix the issue. Customer service is their weakness and i'm not against outsourcing employment in foreign countries but atleast let them know their role and they need to freshen up with their english comprehension.

Ordered a phone 2-3-23 been jerked around every since. Called 25 times each time they got it fixed. Sent 2 tracking num8and neither one works. Poor customer service all the way around. Just straight up liars. Still no phone.

First does anyone speak English?!? I have been calling for 1 month and get nothing but transferred or call national life line.
Don't know who owns this but your employers are garbage and no help at all. How are you guys in business?!? Do owners or GMs ever call and check on these non speaking English people. This is straight bull$#*!

I called to transfer my old number to a replacement phone and was told that I could not authenticate the account, because they could not verify the email on file or the recent numbers attached the account. It appears that these are scammers gathering information from people who are vulnerable. I'm going to contact the media and the better business bureau in order to report them. People need to be cautious with these scam programs.

These a holes have no idea what is going on. I have this program over a year and I had interrupted service seven times so far and I can't understand why… ever because their customer service is intelligible! I don't know if they are scammers from India or not?

Stay away from Safelink. Customer service does not exist. Finally got ahold of live person. Wanted to know what numbers i call frequently as a security question. Asked to speak to a Supervisor then she hung up. I was recently scammed out of $500

I applied on 11/21/2022 suppose to wait 7-10 days for service well it's now 12/13/2022 no service called many times with many dropped calls to get people telling me they don't know what is going on some barely speak English. They just 100% SUCK in the customer service department!

I have been trying to get my service disconnected for almost 6 months now. When I log onto the site it says my account has been cancelled, however the phone service very much remains active. My ex stole the phone from me and everytime they say it's been cancelled for some reason they continue to send the phone some text with a code and all he has to do is call them with that pin and the service stays on! This has happened 3 or 4 times. I just want the service out of my name! Let him keep it but get it out if my name!

My mother is on disability and thought about getting a phone so these people assured her a thousand times, a thousand ways it would in no way effect anything about her bills going on. What a lie. Now her internet is canceled because they failed to say that as government programs you must choose one or the other.

If you enjoy being aggravated purchase a plan from these losers, can't understand a thing these foreigners say they don't even make an attempt to help, instead they get aggravated because of their lack of education and hang up on you after a half hour of waiting

Paid for a service plan after months of having free service then paid to reactive phone and transferred me to 9 people who didn't know what they were doing to eventually claim I need to repay said amount to have service "working" again. I $#*!ing hate indians

No one seems to care about resolving your phone issues. They tell you to reboot the phone. Problems don't get resolved. Got hung up on a few times. They talk over and interrupt you. Rude and unprofessional

Buyer beware. This company fraudulently signed me up for the EBB discount and took 3 months of discount benefit that could have been used with my regular service provider. Their customer service was terrible. The majority of the time the reps could not be heard when I got someone on the phone. And the fact they signed me up for the EBB discount through them without my knowledge is deplorable.

Jerked around for weeks just trying to recertify. Hung up on several times INTENTIONALLY. Never called back. Given countless different contradictory "solutions" by every different agent (whom you can't even understand) I spoke with. REFUSE to let you speak to a supervisor. Come to find out you are not permitted to, so the inmates are running the asylum and have absolutely 0 accountability. It's a $#*!ing joke and one of the worst experiences of my life. Just to $#*! with me. One of the agents asked to verify the address I created the application with 10 years ago. Are you $#*!ing kidding me?! Never been asked that in the ******* times I've called. It's a disaster and these people are clowns.

My elderly deaf mother had to get a new 4G phone they sent it and it does not work at all. We have contacted them for 2 weeks and spent numerous hours doing the same things over and over and have been disconnected at least 7 times. Whenever we called back had to repeat all the steps again and again. The phone is defective and they just absolutely do not want to help you through to the end they just disconnect EVERY single time. What a waste of government assistance. I will pay a phone company for my deaf mother so she can text. Beware of safelink! They wanted a credit card number for no reason. SMH

I called customer service to find out why my phone isn't making calls or receiving calls. I was on hold the first time for 45 minutes hung up called back and was on a calling list for them to call me. It took a half hour for them to call me back in which we got disconnected. I called them back was on hold for another 20 minutes finally I hung up wasted about 2 2 1/2 hours waiting to talk to someone from customer service and I still haven't talked to anybody. Very very disappointed in my service today..

Worst customer service. Requested phone replacement that was free because my screen was fully broken. Never received. Called several times for over a month. Still No solution & no phone.

Customer service told me I do not have to return old device & I could throw it away.

Now they are stating they have to receive broken phone back or I have to buy another one.

You can request a supervisor or someone higher up but they will not get you to a Person. They will either hang up or continue to tell you they have been trained to handle this situation.

I have had several problems communicating with representatives until I got Chanel #*******. She took care of all the problems professionally and quickly. She is an awesome employee for Safelink.

SafeLink I like SafeLink they are so helpful and friendly their phones are a whole lot better product they have name brand phones they don't break down.

This company really makes it hard to get approved. I would recommend if you desperately need a free cell phone... just focus on the object at hand.