SafeLink Wireless Customer Service Issues

Archive 2

The following are issues that customers reported to GetHuman about SafeLink Wireless customer service, archive #2. It includes a selection of 20 issue(s) reported June 11, 2018 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
My boyfriend lost his phone, and we contacted safteilink to deactivate the old phone before upgrading to an iPhone. They mentioned sending a new SIM card as the old phone wouldn't work with them. Even though he used the previous phone and SIM card for a few months, we understood the situation. They said it would take 3 to 5 days for the new SIM card to arrive for service. Meanwhile, we purchased a new phone and a tracfone SIM card for bring your own phone; when we called to activate it, we were informed his number had been canceled, and he needed a new one. I insisted on speaking with a manager to resolve the issue and was later assured he would get his old number back. After a 20-minute wait on the phone, we were told the new phone would activate. Unfortunately, it hasn't happened even after half a day, and when we call, it says his ticket is pending approval. We are unable to contact anyone for help in activating the phone. Please assist with this situation.
Reported by GetHuman-markhsmi on Monday, June 11, 2018 9:55 PM
I haven't used this phone since around the 3rd or 4th month of [redacted], and now it won't open due to some issue with the Facebook app. When I managed to open it, the text and the phone itself appeared too small. I've been unwell, and having to deal with this problem while in pain is difficult. This is my 2nd phone, and I know people who go through multiple phones in a year due to heavy use. I had my first phone for well over a year, and I take good care of my belongings. However, this 2nd phone is the worst I've had, and I don't want another like it. Please advise me on my options. I am willing to send this phone back along with the damaged SD card if needed. I would prefer a phone like the one I had a few years ago, even though it had a cracked back because it served me well until it stopped working. Please provide instructions on how I can return this phone. Thank you.
Reported by GetHuman-mscharr on Wednesday, June 13, 2018 11:05 PM
Within the past year or two, my phone was stolen. I previously spoke with your representatives regarding this matter. I explained that my phone was taken, and you sent me a SIM card for the phone I no longer possess. After a lengthy call where I was informed the SIM card was deactivated, the call abruptly ended. My name is Dena Hahn, and I rely on my government phone as I cannot afford a new one. I've encountered several issues and now seek assistance in obtaining a new phone as I don't even remember the old phone number. I used to live at [redacted] 10th Street Southeast or possibly [redacted] South Illinois Avenue, apartment [redacted]. I currently reside at [redacted] 3rd Street Northeast, apartment [redacted]. I look forward to your prompt response. Thank you.
Reported by GetHuman-denahahn on Sunday, June 17, 2018 1:28 PM
Approximately a year ago, I contacted you about my stolen phone and the SIM card you provided for a small black phone that was initially sent to me when I began using Safelink. After informing you of the theft, I was advised to get a new phone. Without a phone and unable to afford one, my friends don't have the necessary phones either. I learned that the SIM card sent was only compatible with that specific black phone, and the number was deactivated afterward. Unfortunately, during our conversation, the call abruptly ended. Since then, I haven't received a replacement phone, and I don't recall my phone number or password due to the lengthy period. Kindly reach out to me at your earliest convenience, as I rely on my government phone due to financial constraints. Thank you for your assistance. Sincerely, Dena H.
Reported by GetHuman-denahahn on Sunday, June 17, 2018 1:41 PM
I'm having trouble calling with the code you sent. In my current location, my phone is my only means of communication, but it doesn't have any minutes for this month because they weren't added. I won't have access to another phone until Thursday, and I don't want to wait for hours, as my stepmom did, only to have the issue unresolved. Could you please add my free minutes for June? Do unused minutes roll over each month on this type of phone? If not, I might switch back to a simpler slide-out phone since I mainly use it for calls and texts. The constant pop-ups and prompts on this touch screen are confusing, especially for seniors not familiar with technology. I can't call, so please add the minutes to my account promptly.
Reported by GetHuman793051 on Sunday, June 17, 2018 2:44 PM
Hello, I recently enrolled by phone on August 13, [redacted], and faxed my SSI information. I was informed that I would receive minutes in 10 to 15 minutes, but I never got them. After a 57-minute call, I was told there was no record of my enrollment that day. I'm frustrated because I recertify annually but encounter issues. Now, I had to do a new enrollment with no success. My new enrollment number is [redacted]1, and the old one was [redacted]3. I also requested a phone upgrade, which was promised but not fulfilled. I fulfill my obligations each year, so why am I stressed about this issue when low-income individuals are supposed to receive free phones?
Reported by GetHuman806185 on Thursday, June 21, 2018 11:06 AM
At a Walmart store, I waited for over an hour to get help with finding the right plan card for my phone. The employees were new and unsure of my needs, so I waited for the department manager's assistance. The plan I was recommended was an unlimited 30-day talk, text, and data plan for $35. However, when I tried to activate the card, I received an invalid PIN message. The representative I spoke to was unable to resolve the issue. I didn't request a supervisor as past experiences left me skeptical. The barcode numbers are [redacted]00 [redacted], the service PIN is [redacted] [redacted] [redacted] [redacted] [redacted], and my phone number is [redacted]. I am a visually impaired disabled veteran, and getting a ride to town for the correct card is challenging. I hope for assistance in resolving this issue to have a working phone. Thank you for your attention. Respectfully, Michael D.
Reported by GetHuman807982 on Thursday, June 21, 2018 7:37 PM
Last October, I signed up for Safelink, and in May, my phone line service suddenly stopped working. I thought the issue was with my phone, so I bought a Samsung phone, only to realize it was locked and couldn't be used after providing all the necessary information. They transferred the new phone from the iPhone, but now they can't find records of the second phone's IMEI and serial numbers. I still have the original phone with the SIM card in it, but it's not functional. Following instructions, I purchased a Tracfone and had it activated yesterday. Unfortunately, I am dissatisfied with the Tracfone's limited functions. I was in the process of getting the original phone reactivated with a customer service representative, who promised no additional charges within 24 hours, but they disconnected before I could provide the SIM card numbers. I need assistance to resume the process where we left off because the Tracfone is only allowing me to make calls.
Reported by GetHuman808202 on Thursday, June 21, 2018 8:32 PM
I received a phone from SafeLink, which didn't work in my area as it was a T-Mobile phone. They asked me to return it, saying I needed a Verizon TracFone for their service. I'm concerned as I sent it back and now don't have a working phone. I'd appreciate an update on the situation. My name is Donald Bramblette, and my address is [redacted] Marshall Ln., Hilliard, FL [redacted]. I received another form from SafeLink today, fearing it might lead to another phone that won't work here. I want to address this before it becomes a cycle. I'm aware of the one phone per household policy and only want the Verizon phone that matches our carrier in this area with TracFone.
Reported by GetHuman-dbrambl on Friday, June 22, 2018 2:45 PM
I am having trouble making calls or signing into my account, which is essential as this is my only phone. I am unable to provide an alternate phone number. I am frustrated that the system keeps asking if my issue is resolved without actually assisting me in resolving it. No progress has been made, and I have not received any communication for a prolonged period. I am annoyed by this situation and was unable to use the live chat feature for assistance.
Reported by GetHuman-kthwhite on Saturday, June 23, 2018 11:29 PM
Enrollment ID# [redacted]4 Order# [redacted] Name: Carlos S. Address: [redacted] Kishwaukee Valley Rd, Woodstock, IL [redacted] I reported my stolen phone on May 29th due to a theft case with USPS # CA[redacted]33. Despite assurances of a replacement phone within 3-10 working days in chats with Kiven on 5/31 and Rodrigo on 6/12, I have not received it. There has been no activity on my account since 5/23, and I feel misled after waiting patiently for a month. As a homeless individual in urgent need of a phone, I request immediate clarification on the status of the replacement. I have been promised a new phone three times. At this stage, I request to escalate this issue to a supervisor or manager for resolution. Your prompt attention to this matter is greatly appreciated.
Reported by GetHuman823180 on Tuesday, June 26, 2018 6:47 PM
I purchased a card and have been attempting to retrieve the minutes for over a week. Despite contacting support multiple times, I have encountered various obstacles. After being redirected to another number, I was met with lengthy advertisements before being informed the number had changed. The subsequent call resulted in being unable to locate my account by my name. Furthermore, support failed to assist me effectively, promising a callback that never came through. I have historically used this phone for years and initially sought to claim my free monthly minutes, only to be told conflicting information. Subsequently, after purchasing a card, I have yet to receive the minutes. I am growing increasingly frustrated with the situation and seek a resolution promptly to avoid further discontent.
Reported by GetHuman-dwheele on Wednesday, June 27, 2018 7:17 PM
I experienced an issue with one of the service representatives, "Chito" with ID Number [redacted]. He kept me on the line for over 30 minutes instructing me to download an application form that has been in the system since April 16, [redacted]. Despite explaining that I had already completed the process, he continued to guide me through it unnecessarily. The delay in sending a physical form by mail, which I need to return to re-establish my service, is frustrating. This outdated method is causing me to be without phone service at a time when I am in bed due to a back injury. The prolonged wait time and inefficient process highlight a significant flaw in Safelink's customer service and operational procedures. This experience is disappointing for those who rely on their services.
Reported by GetHuman-ser_al on Thursday, June 28, 2018 5:53 PM
After receiving a notification from SL, I ordered a phone. Unfortunately, it did not work in my area despite entering my zip code. I contacted them to return it, which I did. They have received the phone but I am still waiting for a refund. It seems like they have both the phone and my money. Even after the 30-day period, I have been in touch with them. During a recent hour-long phone call, the representative assured me that the reimbursement would appear today. I am concerned that this promise was just to placate me. This situation has become increasingly frustrating.
Reported by GetHuman834893 on Friday, June 29, 2018 9:39 PM
Hello, I need assistance with an unusual issue. I returned my Safelink phone after it requested a PIN that was never entered. Despite following technical support instructions, the issue persisted. I was told a replacement phone would be sent, but it never arrived. When I reached out, I was informed that I was not in the system. After reapplied, I am now in the system, but I don't have my membership number as I sent all the information back with the phone. I do have the ticket number for the returned phone: [redacted]. My name is Richard Story, and the last four digits of my SSN are [redacted]. I kindly request a functioning smartphone and the reinstatement of my membership. Thank you for your assistance. Cordially, Richard Story.
Reported by GetHuman-panzerle on Saturday, June 30, 2018 5:51 PM
My phone was taken from my mailbox and has been used. We live in a remote area, and it seems like some kids took it out of the box and used it without my knowledge. Despite my multiple calls to the customer service, I have not been able to use the phone I received. I was told twice that I could set it up at a specific location, but both times it did not work out. Unfortunately, the phone is now not turning on, and even if it did, there is a password set on it that I cannot change. I have been continuously paying for a phone that is of no use to me. Despite my offer to return the unusable phone, I have not received any assistance. As a person with disabilities, I rely on my phone, so I would appreciate it if a working phone could be sent to me.
Reported by GetHuman-sandiea on Saturday, June 30, 2018 6:21 PM
I was wondering if it's possible to receive a complimentary replacement phone since I accidentally broke mine. My phone was damaged when I fell on it while carrying laundry up wet stairs. The screen is completely unreadable. It was an android * with low storage. I would really appreciate a better option if available. I am willing to contribute a bit towards it if necessary. Any assistance is welcome. Thank you for your help. Address on file: [redacted] E. Water St Apt 2, Galesburg, IL [redacted]
Reported by GetHuman-kbryner on Sunday, July 1, 2018 8:45 AM
Hello, I recently spoke with a manager regarding my canceled enrollment. I have moved to a new address in a different state but am still using my old state's driver's license. Can I update my address for mailing purposes while providing my old state's driver's license information? Thank you for your help. Best regards, N.
Reported by GetHuman-npulliam on Tuesday, July 3, 2018 1:46 PM
I recently received my SafeLink Samsung J3 Eclipse LTE phone, being an existing SafeLink customer with free unlimited calling and texting. I ordered the phone through the SafeLink website. My phone number is [redacted], as my old phone is broken. However, the new phone did not come with any activation instructions or a phone number. I fully charged the phone, set up my Google account and Yahoo mail through WiFi, but when I tried to make a call, I received a message indicating that my SIM card is not from Verizon Wireless. I assumed it was a SafeLink SIM card. When I attempted to call out, I was connected to a Verizon recording prompting me to make a paid call. I need assistance in connecting my phone to the SafeLink network to be able to make and receive calls. Your help would be greatly appreciated; I urgently need my phone to work.
Reported by GetHuman-darces on Tuesday, July 10, 2018 4:48 AM
During my recent conversation with Wilfe on July 5th, I inquired about the delivery date of my phone. The ticket number associated with my query is [redacted]. The phone I am expecting is a CDMA device intended for use with Verizon as the service carrier. Once received, I plan to activate it and transfer my current phone number and service account accordingly. I am eagerly anticipating this delivery as I have been waiting for this specific phone and service since the beginning of the program. It has been quite a process to explain to customer service representatives over the past two months that I require a CDMA phone for Verizon coverage in my area, as I do not have any AT&T service. This phone will enable me to make and receive calls and texts from my home, providing a much-needed solution to the current limited service situation.
Reported by GetHuman866735 on Tuesday, July 10, 2018 3:55 PM

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