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How to file a Lifeline Service Complaint

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If you are having a problem with the Lifeline free government cell phone program in general, or if you have an issue with a cell phone provider you are working with, you have two options to try to resolve the situation.

One is to file a complaint with the public service commission (PSC) who regulates utilities in your state. The other is to contact the Universal Service Administrative Company (USAC). In what could be simply an effort to have fewer complaints to deal with, the USAC’s website says you should contact your public service commission first. However, since it’s easier, we suggest contacting the USAC first.

Of course, both of these avenues should come after you have exhausted every effort to work with you cell phone provider, if in fact you have got that far along the process.

Contact the USAC

The Universal Service Administrative Company (USAC) is the organization empowered by the FCC to administer the Lifeline program; the free cell phone providers report to the USAC, and are reimbursed by the USAC. So the USAC does have power over each and every Lifeline phone company.

If you choose to call (888-641-8722), press 6, and then press 1. You will be connected to a live person.

Contact information:

Hours: Monday-Friday 9:30 AM to 4:30 PM ET
Phone: (888) 641-8722
Fax: (866) 873-4665
Email: LifelineSupport@usac.org

File a complaint with your state’s public services commission.

You may be end up having to file a complaint with your state’s public services commission (sometime called Public Utilities Commission and other names). This commission regulates privately-owned utilities, including telecommunications companies, and they can intervene between you and the cell phone company. Each one has a page on its website that will assist you in filing the complaint.

Be prepared with all the information you will need to identify the company and the specific problem, or they will not be able to help you.

There is a public services commission for every state of the United States. It’s easy to find out who your’s is, and to get their address, phone number, website and email address. Click here to go to to a map, on which you will click your state to produce a list with all the information you need.

List of public commissions:

https://www.naruc.org/about-naruc/regulatory-commissions/

Submit a Whistleblower Alert

Filing a complaint and submitting a whistleblower alert are two different things. But we include it here on this page in case you have something to report in the area of waste, fraud or abuse of the Lifeline program. The Federal Communications Commssion (FCC) has a special line for you to make the report. The FCC takes whistleblower alerts very seriously, so make sure you’ve got something pretty important to tell them. This includes instances of universal service support being misapplied, mismanaged, or violations of law, rules, or regulations by Lifeline phone customers or the service providers.

To make the Whisleblower report, contact the FCC’s Lifeline Fraud Tip Line at (855) 455-8477 or via email to Lifelinetips@fcc.gov.

Let us know what happens

We are very much interested in hearing about your experience with either the USAC or a PSC. Please leave a comment below letting us know how it went.

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  1. If you are going to ask "how do I get a cell phone?" go here instead.
  2. If you are going to ask "how do I get a replacement phone," go here instead
  3. We are not your cell phone company. All technical questions should be asked of your vendor.
  4. Your comments are moderated, and we will manually approve those worth publishing within 24 hours.

Comments

  1. They have stated that Social Security says Im dead Social Security has not sent them any information – My Lifeline number has been disconnected – can not get a representative on the telephone – sent multiple emails have not received a response 3 days ago

    Reply

  2. safelink keeps insisting im in Utah, my non safelink number has a 213 area code, im in zip 90033, and i have given them my los Angeles address. even verified with an ssi paper STILL they insist that im in Utah and deny my benefits. they tell me to take it up with Utah public service commission to prove i dont live there but they have nothing to do with an out of state person who dont live in Utah anymore, haven’t lived there in over a year and since the los Angeles public service wont take complaint and asks me to go to nlad and i cant get ahold of anyone there despite all these above directions how do i get this fixed?

    Reply

  3. Q Link wireless denied my application after I told them I was trying to transfer service. Why do I need to fill out another application when the instructions say how to transfer service. If I’m trying to get transferred why am I denied? My status went from approved to denied after I made 15 attempts to get service with Q Link. I need more than 350 minutes a month from Assurance. Any other better lifeline provider in Colorado that is actually legit?

    Reply

  4. Having a problem with safe link wireless getting the run around keep sending all my info in when you call they say they never received it getting a little tired of this.

    Reply

  5. I applied for Safelink two weeks ago. I have uploaded, emailed and texted my proof of eligibility over a dozen times and they say they didn’t receive it, even though I receive a confirmation email every time. I filed a complaint with the BBB and USAC today. We’ll see what happens next.

    (BTW, you need to update the instructions for calling the USAC number – their menu has changed)

    Reply

    • Update:
      Safelink contacted me after they received the BBB complaint. Here is the contact information I received:

      **** *******
      Safelink Wireless, Inc.
      *********@tracfone.com
      305-715-6500 Ext. ****

      She overnighted me a FedEx envelope to send my documents back to her. She acknowledged receipt of the document on Wednesday but but my application still says pending two days later.

      Reply

  6. I just reported them to every agency I could. They won’t refund my money for unlimited internet through my hotspot for 8 months when I called yesterday they fixed it with no problems asked. Now today they say I can use my hotspot because they don’t offer the services. So I asked for a refund and he said no so I’m happy I recorded all the phone calls I’ve made to them and are going over some things with my lawyer who says I definitely have a case. I’ve been hung up on by them several times and I refuse to let them get over on me.

    Reply

  7. I have been trying for 7 months to re-certify my phone with Safelink and have not been able to do so because of them. They keep asking for a copy of my Medicare card which I have sent them 5 times once certified so I know that one they got. I did an on line certification, which was accepted, but then I was told to send a copy of my card AGAIN! So I e-mailed it…… 8 times and it was returned every time as undelivered. I up loaded an image of the 4 times and still have not heard from. I live on my SSDI of 986.00, I can’t afford to keep buying cards to feed my phone, I’VE SPENT almost $200.00 out of my own pocket so far. I’ve had this phone from Safelink for 7 years and have never been through this before, this unreal, How am I suppose to get the material to them?

    Reply

    • Damn good question, Stephen. Have you actually spoken to customer service. Try it again and ask to speak to a supervisor. If you don’t get your problem resolved, you should file a formal complaint as outlined in the article on this page. That usually gets the attention of the service provider.

      Reply

      • How do you ask to speak to a supervisor when every time it’s automated and it cuts you off while you’re waiting? There is no OPTION to speak to a supervisor! I’ve only been dealing with this for two weeks now, same issue, it’s Safelink. They’re cheating people and taking the government money.

        Reply

    • Stephen,

      I’m going through similar issues with Safelink. It seems they guys are all foreigners and they have no idea of what they are doing. They just simply follow a script. It takes a complaint with BBB, FCC, and other governmental agencies to get their attention but so far I still end up with another foreigner who talks to you but doesn’t have any authorities. It’s very frustrating that they cancelled my mom’s service within 2 months of approval. They didn’t bother to notify us. So now I’m spending lots of time filing complaints. It seems they just want to take the money from government and leave you dry. I’m trying to find some way to make them accountable, so far no luck. A heavy bureaucracy. It’s the same with Assurance Wireless as well.

      Reply

  9. i I HAVE A COMPLAINT WITH Q-LINK I BEEN TRYING TO CALL THEM AT THIS NUMBER 855-754-6543, FOR THREE WEEKS AND NO ANSWER JUST A AUTOMATIVE SYSTEM, THEN MONDAY I CALLED LIFE SUPPORT AT THIS NUMBER 800-234-9473 AND THEY TOLD ME TO CALL BACK TODAY, IN WHICH I DID, GIVE THEM ALL THE INFOMATION THEY ASK FOR THEY SAID GIVE THEM 24-48 HOURS AND THEN CALL BACK, THE NAME ON THE ACCOUNT IS, , THE FOOD STAMP CARD IS NO GOOD, SHE IS NOW INCARCERATED FOR THE LAST MONTH AND A HALF, SOMEBODY IS STILL USING HER PHONE, WITHOUT PROPER DOCUMENTS, IF YOU CALL THAT NUMBER TELL THEM TO SEND YOU THE PROPER PAPER, BUT IN THE MEAN TIME CAN YOU CUT THE PHONE OF, HER HUSBAND MY, THANKS

    Reply

  10. I have called and talked to the most hateful people ever. I didn’t get a phone and I was told to just go buy one. If I could buy one then I wouldn’t be trying to get a safelink one. Then I had one lady call me back and get hateful . Thanks so much for the help.. NOT!!!

    Reply

  11. The state’s public services commission does not handle complaints with cell phones or Assurance Wireless. They referred me to the FCC.

    Reply

  12. I have/had Safelinks for numerous years. They sent me this very small phone which has not worked right or held a charge from the beginning. From the first I have been telling them I can not see the numbers or read the numbers that come up on the screen for incoming calls, that I can not hear very well the caller’s voice, that my phone does not work in my home. They have done nothing.
    Every year they want me to do the renewal paperwork or call. I do what they ask and the next month they want me to do it again but until now the service (?) has remained in tact. When I called to renew in June they said they wanted more info and would send paperwork it never came so I called in July the woman I talked to (who was next to impossible to understand and I had to keep asking her to repeat what she was saying as I sat outside during a heatwave having problems breathing to be able to use the phone) kept asking me for the same info over and over then wanted my COMPLETE Social Security number. I asked if that was not illegal and she said she would send me more forms, that no I still could not get another phone that worked but she could send me a new Sim card to put in a phone I could purchase so I told her if I could afford a better phone I wouldn’t be TRYING to use her phone system. Well you guessed it no paperwork no sim card arrived and as of yesterday I no longer have phone service. Guess I am not out much as the phone didn’t work in the house anyway and the whole purpose of having the phone was so if I fell or started having problems and no one was home I could at least call 911 which I couldn’t do as my Safelinks phone never worked in the house.. So now my daughter who is raising her own kids is trying to figure out how she can afford to get me a phone so I have something in case of emergencies. These companies should not be allowed to put our sick, disabled, homeless and veterans who need this service in this position. It falls closely on the bases of cruel and inhuman treatment.

    Reply

  13. For the last 25 days I had gone through HELL with Safelinks. What the company Safelinks called Department monitor and their “managers ” in that department are a joke. No manager there care for the costumers and the managers treat you like you are a stupid ignorant. That is how I felt like if you are a liar. I wonder how accurate the representatives and the managers write the notes, so when you call back there is a history of the same problem without no one taking care of it. When you send the documents in just one Fax number they have, the fax never gets there and when you send the documents over the P.O.B. in Milwau
    kee, Oregon it seems there no one those their work either. It has been HELL and when you asked to speak to a higher supervisor or someone in the U.S.A. there is no number, no address, no one in to be transfer in the U.S.A. to solve your many days / same problem. Then you call the Spanish option and got a better respond. The people that answer the phone in the Phylippiness are not doing their job and treating the customers like if your problem is a joke.

    Reply

    • You’re on the right page, John. Go ahead and file those formal complaints just as the article instructs.

      Reply

  14. Safelink sux, how are they still alflot ,they should be shut down, someone should step up and go through the channels and see that they no longer can terrorize their customer…

    Reply

  15. I really like my QLink phone. However, when I go to update, or install a app, it completely uses all of my data. That’s not fair.

    Reply

  16. These guys are so incompetent anything they say is not reliable. They have no idea what they are doing so you’ll end up getting transferred many times. Prepare to spend full time with them until you get lucky, and eventually you’ll find someone ok

    Reply

  17. Stay away from Safelink Wireless unless you have good coverage by T Mobile. They will not give you any other SIM card except for T Mobile and hang up on you repeatedly when you try to resolve the issue of no service

    Reply

  18. It is almost August, and I have been trying to get SafeLink to activate my phone since OCTOBER 2017!!!! We have called numerous times to be told the same things over and over again- we’ll “escalate your issue” or “give you a ticket number” all phoney baloney! My status and all is qualified & approved, they have had everything they need since LAST YEAR! Coming up on my anniversary of trying to get this phone turned on, and wasted another 2 hours on the phone. These supposed customer service reps speak broken English at best. They read a script and just send you from one rep to the next and they all ask the same info they have had for MONTHS. Nothing every gets done. I asked for them to simply delete all the info they have on me and I would simply start over, but that supposedly is not an option. This is a big joke. We have tried everything, and still have no hope that this phone (That was actually mailed out about a month into this ordeal) will ever be activated. They tell you to just go to Walmart and buy minutes- NO! I have been doing this since OCTOBER because I keep waiting for my free minutes that I desperately need. I cannot afford to buy minutes. (I have an older phone from a family member I am using, but I have to pay for airtime.) I wish there was someone somewhere who could help get his phone activated…

    Reply

    • Have you asked to speak to a supervisor, Tracee? Try that and tell that person that you are going to file formal complaints with the organizations listed in this article. If they don’t give you the response you’re looking for, follow through and file the complaints. What you’re going through is crazy!

      Reply

  19. I just want everyone to know QLink wireless is a joke. I’ve sent everything and more that they require and it is still not good enough. I’ve 10 out of 14 days chasing paper for QLink with no phone (obviously) no mode of transportation except for walking. I’ve sent proof of I.D. with D.O.B. on it, I’ve sent Lease agreements from the shelter I’m in, and I’ve sent copies of my award letter from the SNAP program. Everything they said I need and it is still not good enough. Qlink is a bigger waste of time than thge 10 yrs I just spent in prison -90 good days
    #WORTHLESS FREE PHONE.

    Reply

  20. i think it is unaceptable for disabled veterens not to get cell phones when public people get more income from welfare and food stamps

    Reply

    • We agree, Steven, and wish we could do something about it. And while we’re at it, thanks for your service.

      Reply

  21. I have gone through a living hell dealing with this company.

    I am a Veteran of the US Navy, I supported Fleet Hospital as a Corpsman in Operation Desert Shield and Desert Storm.

    I have had some medical (NOT MENTAL) issues that have had me on hard times over the past few years but still mostly supported myself.

    I am a tech support professional, working for a cell phone repair company for 6 months in 2017 and working with the internet and repairing computers since the mid-1990’s, I have also worked customer service for several Federal contract over the last 20 years including the hiring support line for the TSA.

    This information is to illustrate my obvious vast experience and competency in all of these matters!

    I needed the phone service offered by Safelink and they have put me through so much trouble that if I had been having mental issues dealing with them and their robots working their so-called customer service line (I know the company requires them to only read what is on the screen so I do not blame them because they are not allowed to think or be human) .
    The past 4 months has been a living hell as I spoke of, both getting the service I was more than qualified for AND SINCE RECEIVING IT AND GETTING MINUTES CUT LONG BEFORE I AM OUT SEVERAL TIMES AND GETTING THE SERVICE TOTALLY CANCELED ONCE!

    Here is what happened for the 2 1/2 months that I applied: I would go online, apply, provide the documents they ask for, then was denied! then called and each time I called it took several operators and/or calls to reach them as I had to use free wifi and a free calling app so the trouble with talking to them was a NIGHTMARE! But somehow I would FINALLY GET THROUGH and then I submitted other documents they asked for then denied AGAIN!

    This was repeated OVER and OVER AGAIN and AGAIN over the course of 2 1/2 months. I submitted my application and had it canceled at least 8-9 times and always asked them what they needed, then I provided them with what they asked for and again was denied and because the approval department cannot be spoken to I only heard over and over again that the proof I provided (THE PROOF THE ASKED FOR) was not enough to get me qualified for the service I was OBVIOUSLY qualified for!

    First, I submitted my food stamp card, sometimes through 3 separate delivery methods to ensure that it was delivered! DENIED! “why?” I would ask and they would repeat the SAME THING: “is there another food stamp card?” or “that food stamp card is the wrong one” I ONLY HAVE 1 FOOD STAMP CARD! DENIED STILL! OVER AND OVER AGAIN!

    Then I needed to submit my food stamp award letter, had to call and wait for that to come in the mail, submitted that…DENIED!!!!

    I was without this service due to not even having the money to pay for rent and utilities during that entire time and not having phone service meant not having communication with my doctors at the VA nor my family and no prospects to get employed because I needed the phone to get and make calls! (I thought that is the purpose of this service?!)

    They would say: “we will cancel this application and you can re-apply online or we will send you one.”

    So they would cancel that denied application and I would submit my proof of income through the State of Missouri unemployment which showed I had no funds left and no income, even though that is what they needed for proof..NOPE DENIED! No reason just repeated over and over again “I am sorry sir but your application was denied” when I asked why, they would only tell me that the proof I submitted wasn’t sufficient (EVEN THOUGH IT WAS WHAT THEY ASKED FOR AND SHOWED I HAD NO INCOME!!!

    Then they asked me for a proof of no income from the SSA, I called the Social Security customer service line (at least an hour wait to speak to someone!) and they have NO SUCH LETTER BECAUSE I DO NOT RECEIVE ANY BENEFITS FROM THEM! Called them back and explained this to them…DENIED!

    Then I submitted my food stamp card AGAIN and AGAIN 2 or 3 times but NOPE THAT IS NOT ENOUGH…DENIED! Then again my food stamp award letter as they always assured me that it would finally be approved!

    Over and over this happened until finally after doing the same thing 3 applications in a row: submitting the food stamp card = DENIED, submitting my food stamp award letter = DENIED! Cancel that application do it again and that repeated 3 times before I FINALLY WAS APPROVED!

    I got my sim card and got the phone working and less than a week later I cannot make calls nor get data, I called several times and they gave me all kinds of answers and I had to call back again and again until FINALLY someone told me that I had asked for my service to be canceled WHICH IS OBVIOUSLY A LIE – WHY WOULD I ASK TO HAVE MY SERVICE CANCELED AFTER GOING THROUGH HELL FOR 2 MONTHS TO GET IT!!!!!

    So I had NO CHOICE BUT TO RE-SUBMIT ANOTHER APPLICATION! This last one worked! I had service this time for almost 2 weeks trouble free then all of a sudden in the middle of a call for a job BAM CALL DROPPED! Try to make a call and get the message: “you are not able to complete this call at this time” which is what happens when you run out of minutes. I use my phone VERY LITTLE and when I am at home I use mostly the wifi so I do not use minutes going through google voice instead!

    I KNOW I did not use up 350 minutes in 2 weeks – MAYBE 75 – 100 AT THE MOST! So once again down I have to call their AWFUL customer service several times to FINALLY get someone to tell me” I see here sir that you are already out of minutes for the month” NO I AM NOT! (THEY ARE STEALING FROM THE GOVERNMENT BY NOT GIVING ME THE SERVICES THAT OUR TAX DOLLARS PAY THEM FOR!)

    But my level of anger and frustration was THROUGH THE ROOF at this point and if I continued trying to fight them I would have ended up with a serious medical condition and other fellow veterans would have killed themselves over this HELL ON EARTH of a frustrating situation!

    Since I only had a week before the first of the month (the first of June) I went ahead and just stayed home without communication to the world for over a week because of the service they failed to provide me yet still billed the US government for!

    June 1st came and I got my minutes for the month but my data never worked. I let that go since I spend most of my time at home and seriously would you want to try to deal with them after all I have been through!?!

    BUT WAIT, STILL NOT OVER! On June 7th I get a call dropped mid-call and sure enough cannot make nor receive calls and get that same message they give you when your minutes are out: “you are not able to complete this call at this time”
    So I look at my phone history and at MOST I have only used 70 minutes, since the 1st. So I call them AGAIN! first 2 people I speak to keep robotically telling me : I see here sir that you have used up all your minutes” I calmly explain to them that NO I HAVE NOT! 3rd person I speak to took about 20 minutes but finally said she fixed the error and that I could hang up, turn my phone off and on to get my service working again and it worked.

    Then while I was trying to find a place driving with my elderly mother and the data didn’t work still I went ahead and got to waste my minutes calling them to get the data I was not getting as they are billing the US government for! FUN MORE CUSTOMER SERVICE HELL!

    First they again tried to blame it on me but I had used like 6mb of 1GB data since I turn off data whenever I do not need it and use wifi almost exclusively so I told the operator that and magically he believed me as if they are told to say that to everyone in hopes that they buy more data (which he suggested first) but he checked some more (wasting my minutes) and WHAT A SURPRISE!!! Sure enough it was something with their computers and I didn’t receive my data on the first day of the month..blah blah whatever BS they are telling me I just do not understand how they get away with this type of service stealing from the US government!

    So they fixed my data and it worked.

    NOPE STILL NOT OVER FOLKS!

    JUST LIKE LAST MONTH on the 20th I get my minutes cut and get my favorite sound when trying to make a call: “you are not able to complete this call at this time”.

    I have not used the 200 plus minutes they said I had less than 2 weeks ago and have the proof on my phone but I took the last 2 hours writing this because I AM SICK AND TIRED OF DEALING WITH THIS COMPANY AND THEIR ATTEMPTED TO GET ME TO BUY SERVICE AI ALREADY PAID FOR SO I WOULD NOT BE FORCED TO DEAL WITH THEIR PURPOSELY FRUSTRATING CUSTOMER SERVICE WHICH I AM SURE IIS A BIG PROFIT FOR THEM ON TOP OF THE SERVICES THEY BILL THE US GOVERNMENT FOR BUT DO NOT DELIVER!

    I am filing this complaint EVERYWHERE I CAN!

    I still have not called the company back again because I am afraid I am about to have serious panic attack or a heart attack and if I was a violent person I think this is what would trigger me to want to hurt myself or someone else!

    THIS IS LITERALLY A LIVING HELL!

    PLEASE HELP ME!!!!

    Reply

  22. On 10 June 2018, after a being on a somewhat lengthy conversation on my Safelink telephone, I checked the remaining minutes. It was the that I noticed that I had not received the “monthly minutes” to which I am entitled. When I call Safelink regarding this I was told that my telephone service had been cancelled. When I asked for the reason, I was told that there was no information available to me and that I should apply through the mail, or by computer as it would be processed faster. I went to my computer only to find out that you can not re-apply or apply on computer. I called Safelink back. I explained, as I did in the previous call, that a month or so earlier I had lost my telephone. I then I called them back the moment the telephone was found and it was reinstated immediately. I suggested that perhaps there was where the problem lay. Clearly, it was reinstated, as I was calling them from that very phone. I was then transferred to a technician who agreed there may have been an oversight and she was willing to remedy the situation. She entered all of the information and after seventeen (17) minutes she gave me a new ID number 37573360 and told me to wait an hour for minutes to be placed on my telephone. More than an hour later, I check the telephone. NO MINUTES. I placed yet a third call and was told my policy had been cancelled. Again, I was transferred to yet another technician. She finally acknowledged my previous calls and that the information was there but that I needed to send in paperwork, and that could take 5-10 working days and possibly up to 30 days to process. Why am I here with 5 different answers and NO TELEPHONE? The reason for the phone in the first place, was to have it as a health life line at all times. I can only hope that nobody calls me,and I do not need to call anyone until Safelink corrects, what was clearly their own mistake.

    Reply

  23. *********************************I DONT HAVE ANYTHING BAD TO SAY ONLY GOOD**********************************

    i had and issue with my phone that in the system it showed i had got my monthly plan. On my phone the data wasnt working. My data thing on my phone was on, wifi off, airplane mode off. Just my web or apps and anything that needed data would not work. I called safelink to try to resolve it. You all said it was put on my phone but didnt resolve it. I chatted with a man Named RODRIGO on the chat line. Im sure there are a few of them. He asked my issue. I told him and he fixed it in no time at all. Was very nice and understood what was going on and my concern. He got it fixed and explained it to me and told me it would speed back up after my minutes were done backing up. Stayed on the chat line long enough for me to test my internet and my apps to make sure they work before he left the chat. I told him to tell his boss or show him the message i wrote about his good service and how good he was at solving my issue and how polite and patient he was and he explained what i needed to do in detail and i can now use my data. To him I thank you. I wanted to let someone know about his great customer service qualities this gentleman has. Thank you Safelink for the service you provide me. It helps me out so much where i can not afford a phone right now at all. I appreciate your service. I will have to say. Not trying to be mean. But the people you have for answering phones, well it is very hard to understand them and i’m sure it is hard for them to understand us as well. Just a pointer. Thanks again. You all have a great day. Thank you for your time and services today Safelink.

    Reply

  24. unable to download pics. from assurance cell phone; customer service doesn’t exsist, email address NO GOOD, unable to send text messages. Assurance Phone number provided 8883215880 refers you back to 8883215880. I want to switch Government Cell Phone company and can’t get any help on how to do this.

    Reply

  25. so frustrated with safelink…they cut my service march 2 without me understanding why….i am disabled low income ssi and medicaid,,, i qualify for food stamps but too complicated to get them with no transportation or phone…. saFELINK HAS ALL my documentation…………assureance is too complicated…i can not communigate with safelink without a phone……….SO STUPID…………………when i try to reach them on internet with a pc, they keep cutting me off… Is it that only rich able bodied folks qualify for lifeline??????

    Reply

  26. I am very confused and concerned. I had a qlink phone two years ago. the device stopped working so i inquired about a replacement but i didn’t have the extra money. Im confused because I am still active in there system how is this possible.

    Reply

  27. Issues with SafeLink. Abusive Customer Service.
    Did not provide services, even services that were paid for.
    Was harassed and name called by Customer Support, including a manager.
    Failure to document calls, failure to offer ticket numbers.

    I work IT Support customer service myself and had I acted in the way SafeLink support has, I would have been fired multiple times.

    I have had SafeLink for about a year. Toward end of the year the provided phone stopped working so I upgraded to a better phone recently. The phone worked great for 3 weeks until suddenly it was no longer able to make or receive phone calls within a day after purchasing minutes from TracPhone. The new phone was purchased directly from SafeLink (have all documentation, receipt of purchase, packaging all Safelink branded)

    They sent a new SIM card which turned out to a T-mobile SIM, but the phone provided is an AT&T network based LG G4

    Safelink service stopped working at residence on March 22nd,
    Data and Texting worked but was unable to make or receive calls at home.
    I had 4-5 signal bars at home. For two weeks I was without the ability to make phone calls or receive.

    I called SafeLink on March 27th and spoke with tech support at Safelink, her name was Sarah.
    During the call she was extremely rude, claimed it was not there problem. She claimed Tmobile told her that there was no coverage in the area. I got T-mobile on a three way call who claimed there was 100 percent coverage in the area, and the issue was with a Tmobile sim in an ATT phone.

    Was informed Tuesday, by Sarah, on March 27th an AT&T SIM Card would be sent overnight priority.
    Sarah failed to document this call, failed to provide me with a ticket number.
    I called 3 more times during this asking for update as well as to troubleshoot the phone.

    Tuesday April 3rd, two weeks without phone service.
    A new sim CARD has not even been sent.

    I spoke with Devine at SafeLink who claims I have never called them and no sim card was ever ordered.
    They had no records of my calls and no tickets open.

    I informed them, that I recorded all my calls with them, and while they may not be properly documenting anything, I do, its my job. I called them via VoiP with my IT company that records and documents all outgoing calls.

    I paid $40 for unlimited calls this month and it was not provided to me, and they refused to refund a service they did not provide. They refused to refund me, even though they failed to provide the service.

    TRACPhone support was called on March 30th the fully troubleshoot and diagnose phone. They wiped phone. and claimed that Tmobile coverage in my area was having issues and that an AT&T sim card would work better in phone at its an AT&T locked device.

    I was transferred to a manager today named Gustal .Being transferred to another department that handles SIM Cards. Gustal again confirmed that no order had been placed.

    He claimed it was not there fault saying I bought phone from AT&T. This is not true.
    I bought it directly from Safelink and had the box and paperwork in front of me.

    Despite being very friendly and polite with Gustal, as I am a CDI Certified Customer support technician with over 10 years training, he accused me of being a liar, even though I was speaking politely and civil. He said I never called Safelink before and that I was “making up stories.”

    I asked him how is he allowed to speak to a customer this way, let alone someone who has been without LifeLine service for 2 weeks and showed no empathy whatsoever. He was more concerned with his employees than my service. Never once apologized, claimed it was my fault.

    I asked him how they planned to keep customers if you call them names.
    I informed him his call was being recorded as well.

    He then proceeded to tell me he could not send me a new sim card because his web sites were not working and he hung up on me.

    I cancelled my services today. I will be reporting this company for fraud.

    Gustal: His phone number and direct extension.
    1 800 266 ****

    Reply

      • It’s a fraud. Safelink defraud the government welfare money, by taking payment without providing even basic, acceptable service to the needy people. Federal crackdown is bound to occur soon.

        Reply

  28. so my husband tried to transfer his phone to assurence to find out after they sent us phone it don’t work in our area tried going back to safe link was told by the USAC i could do it today i have been on the phone all day trying to but have been told by safelink i can’t do it till march of 2019 then was asked for credit card number well if i could pay for it i would not be using lifeline

    Reply

  29. I don’t know how is Safelink works. I enrolled Lifeline through SafeLink, but Lifeline always received the temporary phone number which start with 013. I called Safelink to change to my real phone number. They said the system showed the right phone number. I got disconnected after 30 days used. I re-applied for new application. This time I included my phone number in the application. However Lifeline still received the temporary phone number again start with 013. I called Safelink and Lifeline in 3 way call. Lifeline instruction Safelink to update my real phone number in the system. I waited for 3 days later to check with Lifeline again to see the phone number update in their system yet in order to activate my account. Not show up again. Now I have only 3 days to use the phone. I will re-apply again to see how this work.

    Reply

    • Sorry to hear about your problems with Safelink, Linh. Hopefully you can find someone in customer service to help you out.

      Reply

  30. This is rediculous Stephanie ***** does not share or live at 5 Stoneybridge rd she’s apply using my address her baby lives here and get Medicaid insurance Stephanie does not report income and fact she pays nothing living with boyfriend in Reno grande nj hotel I can’t even apply it rejects me everytime I’m on social security and. Go with out a phone cause I can’t afford one I’m on Medicare don’t receive food stamps but I’m not qualified she breaks these phones then orders more and uses my address cause her boy friend has a free phone any questions please email me at **************.

    Reply

  31. Lifeline mailed me letter to my current address of over 2 yrs. and then in their supreme stupidity refused to help me because they could not “validate” the account.!!! My address screw up on THEIR part was corrected last year finally and bot the ph company and carrier know it. IDIOTS, BUT—-“Tiara” at FCC yesterday refused to help me and simply transferred me to a random VM after I was on hold forever, so they did not help either. I am wheelchair bound and dependent on consistent cell ph service and that will not be the case as my service has been screwed up royally for the past year by current cell ph carrier and now AirVoice (the new one I do not want now because their ph numbers are INVALID and the phone is crap and doesn’t even work!) I cannot get anyone to help me!!! but they all sure receive payment for non-existent cell ph service and for being non-responsive!!

    Reply

  32. After my numerous complaints with QLink Wireless I was told to go to another lifeline company. I tried to re-register with Safelink Wireless. According to Safelink I need to have my mail to go to my old address. According to their computer system, my current address is invalid, in which I can prove under FEDERAL and STATE LAWS that my current address is legitimate. The so-called manager said that her company’s policy and the computer must send documents to the place where I had my initial account. Excuse me? I HAVE MOVED. According to her I should not have moved. She tried to talk over me. I told her that this is the United States of America and there is no law saying I cannot move to another address.

    I asked her what is going to happen if they send mail to an address that I no longer live at and it is returned am I still considered unqualified? She refuses to answer that question. She kept talking over me. I told her that I do not understand legally and logically that a computer is programmed to determine if an address is legitimate or not. I told her and the previous CSR that this is a new apartment building I have moved into and I have proof of the current address on my cellphone and that I could email it to them.

    I told her that I was not going to commit fraud and she got very upset when I told her that. I told her that I would file a complaint with the FCC and she hung up on me.

    Reply

    • Horrible story. Do as you threatened and begin filing that formal complaint. But call them again, ask to speak to a supervisor, and tell that supervisor that you will file a formal complaint if they do not rectify your situation. Good luck.

      Reply

      • I called back and I asked for a supervisor and the call was transferred. I was told that I was talking to a supervisor and she gave me the same story. I did report this to the FCC and they are weaker than water. Should I do the whistleblower number? QLink permanently cancelled my account supposedly for violations in which they won’t tell me. There are two months of payments for unlimited minutes but refuses to either apply it correctly to my account or refund the payments. Both companies should be stripped of the lifeline assistance contracts.

        Reply

          • She refused to give me a name or employee number. I have the name of one so-called manager by the name of Mark. When you mention Mark’s name, I was told that there is no such person as Mark.

      • Safelink claims that my address is false. Not only do I have a lease. I have pictures of the apartment building, and the person that donated the funds to build my apartment building is a major well known entertainer. If I file a lawsuit and subpoena that entertainer and that hits the news media, that would destroy Tracfone, Safeline, Straight Talk and Net10.

        That entertainer is that BIG.

        Reply

  33. I am having all the issues mentioned by other people on this site with Safelink. I just filed complaint with USAC, California Public Utilities Commission, Federal Communications Commission (FCC), Whistleblower, Consumer Complaint Center. Yes all of them. Thank you for listing all the info. I hope all my complains will be taken seriously. I would encourage everyone to file complains with all these company. The more complains they receive, is better. Who knows we might end of getting better service from Safelink. We can all get to gather and sue them too.

    Reply

      • Let me know if you do they are ripping off the government and the people that receive there crappy service .how could the government support a company like this unless they own it? Hmm!

        Reply

  34. SafeLink does not provide customer service. They provide “I don’t know” and “cannot provide that information”. I received emails week of 1/22/2018 stating I had four days of service remaining. Wrote it off as a possible mistake on either end. Then 1/28/2018 received text message service ending two days. At this point I called to find out “why”. Was told that I never verified my address. Told agent had never received request via email or text. Have been in program since approximately 2013. Never could get a definitive answer as to “why”. Just kept repeating. Asked for a supervisor after getting no help from first agent. It was very difficult to understand all agents due to language issues. Was given a different number but no supervisor. Repeated original question and was told that I had another life-line account with different company. Answered NO that I did not have an additional account. Given third phone number and repeated request for “why”. This time I was told that there was something about “child support” on the account. Stated that I am a 74 yr old, divorcee and that my children are old enough to join AARP. Then came the cover-up. I had spoken with an agent and promised verification (untrue) and there was nothing that could be done to stop cancellation and I would have to re-enroll. Company would mail forms via USPS and I would have to fill out and mail back for review. Process would take 7-10 days minimum. Asked “can this be done electronically, etc”, NO. No other way to re-enroll. But found out today (knowledgeable agent) that an Enrollment Specialist could take care of the issue over the phone. Foreign agents need additional training to provide proper and/or helpful assistance.

    Reply

    • I tried to contact SafeLink to reactivate my account. Everytime I tried to talk to a CSR, they would hang up on me. All of the Lifeline companies hire people who have language issues.This is one time the Foreign agents need to be replaced with professional people who do not have language issues.

      Reply

        • I just got off the phone with Safelink. I need to know how to shut this company down. I moved from my previous address in which I had a Safelink account several years ago. According to Safelink, my new address is considered invalid because I moved and therefore that is against their qualifications. Excuse me? I told the so-called manager that my new address is legitimate and I have documentation to back it up. She said that they will send me a new application to my old address. Excuse me? I asked her what will Safelink do when the mail is returned no longer at this address. She refused to answer that question. She kept repeating the same old B.S. She asked me if I had a PO Box. According to their recording, one cannot have a PO Box for a shipping address. Excuse me? I have a Safelink phone. When I asked for a manager, she hung up on me. This company needs to lose their lifeline contract ASAP.

          Reply

  35. I need a replacement phone had it for 2 years its broken and safelink says they won’t replace it because it’s past warranty. WTH someone please help

    Reply

    • Not sure what you’re referring to, User. All the Lifeline free government cell phone companies operate under the same FCC regulations.

      Reply

  37. tag mobile not release my no for portbility because i switch to tag company to assurance wireless company . i m very dissappointed contact many times to old company but he not cooperate or release my no . so bad

    Reply

    • Did you attempt to switch service providers while your 60-day or one year contract was still in effect, Mulkh?

      Reply

  39. I have had this free service for about 3 years now with no problem, but since november I have yet to recieve my minuites, Ive been calling Im just advised there is a ticket you will get minuites within a few hours or a day and now its been almost 3 weeks. No one tells me anything and Im left on the line for 20 min at a time in idle no one answeres. Its been the worst.

    Reply

  40. I am a assurance wireless customer. I have a umx U673C phone. I am on my 3rd phone in less than 4 months. I realize the phone service is free. But I have medical conditions and need to count on my service. I missed calls from my doctor because I had to clear stupid game requests. even when I called Assurance and reset the phone it automatically connected to wifi and asked to download google play. One other phone the screen locked number 2 would turn itself off on its own and take almost 3 minutes to reboot. Do not know about others that take advantage of the program to play on the phones but some actually need to be able to count on in the event of a emergency or call the doctors. what I thought the program was designed for. They should have simple flip phones with abilities to send and receive calls and texts period. This phone is actually endangering the life of a person who actually has to rely on it.

    Reply

    • Sorry to hear about your problems, Frank. If you can’t get an adequate phone from Assurance, you may want to consider purchasing your own inexpensive phone and then using it in place of your free government cell phone. But before you do that, make sure you discuss the issue with Assurance customer service to make sure you purchase a phone that is compatible with its cell network.

      Reply

  41. I have had qlinkwireless now 400 I don’t know if I’d say probably for Years anyway I have only use the phone probably one year out of this time I have not recertified I have not made no phone calls they keep putting minutes on it I call I do not have the option to get out of their company or nothing like that I can’t get another one because they say I’m on there as they keep putting minutes on my cell phone 350 mini choose 0 0 0 3 years for years I’ve got all of their emails where they keep putting them on their how do you stop this I mean really I need a cell phone government I don’t want them because I’m not using it because it doesn’t work and I told him it didn’t work I want out of it and I can’t get out of it I’ve tried and tried and tried help please

    Reply

      • QLink Wireless won’t allow you to speak to a supervisor. The CSR talks over you and you have to yell and talk down to them in order to get them to shut up. I am a QLink Wireless customer and their service is deplorable. Trying to get questions answered correctly is impossible because their reading skills are below par. I had to tell the CSR 45 minutes ago, that she needs to learn how to listen instead of running off at the mouth and talking over the customer.

        When I contacted the Florida PUC, they said that QLink Wireless is not with their Lifeline Program.

        Reply

    • At least you are getting minutes. A friend has paid several times for unlimited minutes and they are rationing my minutes in 100 minutes increments.

      Reply

  42. Ive been with Safelink/Lifeline since 2011 with basically no problems. Recently I changed my phone number and have had nothing but frustration and problems one after another. They didn’t get the sim number right; they told me I used up my minutes (never did that in 7 yrs); they told me my account number isn’t valid while simultaneously Im on the website logged into my acct; they asked for proof of benefits and I sent it to them over and over and over, only to be told I didn’t send it. One day the phone doesn’t work, I have to go to a neighbor’s house to use their phone; it takes about an hour, their help never speaks english very well, they get it working only to have it completely disconnected by the end of the day. I have to keep going to people’s houses; I never got an explanation for what was happening; each time they said they fixed it, only it turns out not to be true. This has been going on daily for almost two weeks now. I think they hire incompetent people that don’t know what they’re doing. Pushing the wrong buttons and saying they’ve fixed things; only actually discontinuing my account and causing more problems. All of this has sent me into a deep depression. I can’t trust SAfelink, yet they’re my only phone source. Ive kept notes and email records. Ive even emailed an attorney about suing for emotional distress, and Im not exactly a fan of lawyers. I want to report them to the highest authority without getting a month or two of wrong directions and deadends. Can you help?

    Im not sure filing a complaint in my state would work since the company Im having problems with, Safelink Wireless, is located in California.

    also,

    Under “File a complaint with your sate’s public service commission” you say: “Be prepared with all the information you will need to identify the company and the specific problem, or they will not be able to help you.” However, you make no mention of what information I will need. Blank statements like that are not helpful, just frustrating.

    Reply

    • Your state public utility commission should be able to help, Polly, because each of the companies gets approved by those organizations. Give it a try and report back. We’d appreciate it.

      Reply

      • If you try to file a complaint with the Florida PUC, there is no send button and when you call the Florida PUC or the State of Florida they will talk down to you and you have to remind them that it is their job to listen to the caller and come up with a solution. They’re good for passing the buck. I was on the phone for over an hour trying to submit my complaint, only to be told that they have not dealt with cell phone issues since 2011.

        Good luck.

        Reply

    • Reply for POLLY SNELL… AND FOR ALL OF YOU

      Our lives are what WE, (what I) choose to make of it. Nothing like a Free phone to wreak so many lives. I’m wondering if it a government conspiracy? I am thinking that they gave us these phone to mess with our heads and to take our time away from other stuff and to make it all theirs by the phones being messed up all the time. like mine is constantly saying that it has a full SIM card and that I need to delete something, but I don’t know how to do what the phone wants and I don’t know why it has a full SIM card away?

      I’m not going to fall for this trap!

      Reply

  43. I´m having issues with applying for a phone. It´s saying that my birthday is incorrect. I entered the last four digits of my Social Security number and all the other information for the application process, but it says that my date of birth is incorrect. I was told last Wednesday that it could possibly be a typo in the system.

    Reply

  44. I do believe the LifeLine program needs to be regulated more than it is and maybe turned back over to the government instead of being monitored by government agencies. Clearly there’s some “Dirt” going on with these LifeLine providers. These LifeLine providers are using subsidized tax dollars from Cell phone service providers such as Verizon, T-Mobile, ATT&T and Sprint to run the LifeLine program.
    American tax dollars are being misused by these LifeLine providers.
    Something seriously must be done with this program or American taxpayers will continue to be “Ripped Off” by those implementing the
    LifeLine program i.e. Safelink,
    Qlink, Assurance and the like.

    Reply

  45. Hi my name is Murrita Pegues! Im writing about how safe link/California life line ttreats me like dirt & on top of that I’ve been recertified & received confirmation numbers/& my safe link pin # that they gave me… now they are about disconnect my service claiming I didn’t respond to their mail they sent me after I told them I had my confirmation number & safe link pin #. to verify that I I indeed registered… Both safe link & California lifeline putting me on hold, hanging up on me, & extremely rude &:very hostile along with being mean & not taking my info the result was going back & forth .Ca. lifeline told me to call safe link/& safe link told me to call Ca lifeline which resulted in terminating my phone service& my current phone is almost broke (hard 4 me 2 text & phone cuts off on me).. I need a replacement phone & their response is find another phone co…..again I I have proof that I comply to them. .so now they are going to cut my phone off no fault of mine ..I’m on a fixed income & I have s medical condition that require me to have a phone to receive my meds to be delivered I need my phone so they can me to see if Im home so they deliver my meds……. Safe link is very hurtful phone carrier..

    Reply

      • What a pathetic response for Murrita’s situation. No feelings in their at all. Just blank words. Probably better if you’d just said nothing

        Reply

        • She didn’t ask us any questions or ask for any help, Polly. Apparently we aren’t willing to stick our noses in where they haven’t been invited, but you are.

          Reply

  46. # 1 I have had service with assist for 2
    never once has communication been good horrible communication

    # 2 I CALLED YESTERDAY asking could they BLOCK an OBSCENE number that is harassing me they say they cant do that they can only change my number for me that’s insane they cant help protect me what kind of a providor are they??

    The REPRESENTATIVE I was speaking too was very rude talked over me and wouldn’t get me to a SUPERVISOR I was put on hold for 22 minutes with no voice message recording or anything telling me I was on hold just silence so then I called back and somehow got Brenda 7088 again I told her I had been holding and she said that’s what i have to do and she just puts me back on hold again and won’t even listen to me she talks over me I’ve never been treated so rude so then she puts me back in the holding place for another 46 minutes I was holding with nothing but silence no supervisor or assistance of anykind

    #3 can’t receive text or send out pictures I’ve took my phone to the Phone Doctors they say it’s a service provider issue assist says it’s my phone issue I never have more than two bars of power with them no matter where I’m at in Tulsa Phone Doctors say it is their problem assist will not listen to anything I have to say they will never assist me

    #4 I hate assist Wireless can’t stand the communication gap

    #5 I am leaving assist goodbye forever can’t stand this company time robbers no assistance do not care rude they hate Americans

    Reply

  47. Hi, what I have are a couple of issues that do not really “violate” any guidelines or anything. Number one, I have been dealing with both safelink and assurance wireless since 2014. Currently I have safelink. As far as I’m concearned having been in retail management all my life, BOTH provide horrible customer service. But, that doesn’t violate anything I guess. I have a phone since april and the charging port keeps breaking. I simply want the phone that they send to people that sign up now! They won’t do it. They will only send me the same exact phone!!! I offered to pay the difference, they won’t do it. I’ve never heard of any policy like that from ANYONE in ANY business!!! Number two, I was so frustrated, I wanted to switch to assurance. They say I can’t, I’m locked in for a year!! So, I’m not happy with the service, they won’t do anything about it AND, I can’t do anything about it as well????!!!! It’s just WRONG! Please help if you can. I shouldn’t even have to do something silly and stupid as this over something so easy and clear to solve. Thanks a bunch…Randy Case. (973)-462-****

    Reply

    • First, you are indeed locked in for one year IF you have data as part of your plan. If you only have talk and text, you are only locked in for 60 days. Unfortunately, there is nothing the Lifeline free government cell phone companies can do about this. They are simply following regulations from the FCC.

      Second, it it ridiculous that you find yourself in this situation. We would say it may be time to file a formal complaint. Just the threat of that complaint may get you some action from your service provider. Here’s an article that tells you exactly what to do:

      https://www.freegovernmentcellphones.net/faq/file-official-complaint-about-your-lifeline-service

      Finally, have you considered purchasing your own phone to use as your Lifeline phone? Most companies allow you to BYOD (Bring your Own Device). You should speak to customer service to see if your service provider permits that. It may be a relatively inexpensive way to solve the problem if a complaint won’t.

      Reply

      • I also have Assurance Wireless and am very unhappy with them. I had a flip phone which was O.K. It quit working and I was told by Assurance it was because of updates to the system and I qualified for a free smart phone. All fine, but the smartphone is very cheap and so slow it wont work. I went into the system and deleted all the pre installed apps trying to make it work. I have been in a never ending loop of E-Mails with them telling me to delete apps to free up space. I’ve told them several times this is a new phone and I have even deleted pre installed apps and still won’t work. Now they say there is no interruption of service in my area and the system shows I have good coverage at my address. I still can receive calls. I told them I would be willing to buy a better phone(that I would pay for) and they say that can’t be done.

        Reply

        • Call again and ask if the company has a BYOP (Bring Your Own Phone) or BYOD (Bring Your Own Device) program.

          Reply

  48. I have been trying to get a government phone, but Budget Mobile has not cancelled e out. Could please cancel e out of your system.

    Thank you
    Reginald C. Houie

    Reply

  49. I have received a replacement phone no minutes were added or my carry over minutes I’ve been trying to for 1 month to resolve this problem in trying to resolve it all I’ve been talking to is foreigners can understand and been getting the runaround

    Reply

    • #Beyond FRUSTRATED WITH SAFELINK WIRELESS!! I WILL BE FOLLOWING UP WITH SOME OF MY LOCAL GOVERNMENT OR SOMEONE WHO CAN HELP ME!!
      My nightmare with SAFELINK WIRELESS started back at the end June 2017. I simply called to report that my phone was malfunctioning, (yes a LG refurbished flip phone that I’ve probably had since 2006). First of all, when I tried to explain to the foreign customer service reps, None and I mean None of them could ever comprehend what I was trying to tell them! I’d tell them something like “I cant hear out of my phone, I have to turn the speaker phone on to hear my calls, and it still sounded muffled.” Their response was, “so you cannot make call from you cellular device?”,”One moment while I check into your account please. After being on hold for 10 to almost 20 mins, and sometimes being hung up on, their next response would be, “You cant make calls because you have used you minutes for the month.”
      So after reassuring them that I had minutes to use, and that the problem i was having had nothing to do with what they kept insisting was wrong, I would just say never mind and hang up. Or they would just hang up on me like i’m some kind of uneducated person (that is putting it nicely) that had no clue what the hell i was talking about.

      I could go on and on for days about the lack of training the customer service reps receive, and how they can barely understand English!
      So, after fussing with them for a couple of days, they finally found it feasible to send me a replacement phone. At this time, it was about the end of July and I ran out of minutes so i purchased the $15 plan. Two days later, my service just cuts off! On a holiday weekend.! So I contact SAFELINK again, they cut the service off my old phone without making me aware and put it on the replacement phone they put in the mail. The phone was in the mail activated and ready to use. Well needless to say, I found that phone in my neighbors mailbox. Turn it on to have no service or minutes. After spending an hour or more on the phone with the rep, He tells me that I’ve used up all my minutes! Remind you, I just bought the $15 plan 2 days before they cut my service off! can’t believe all the run around I get from the foreign customer services reps! So this conversations turns into another hour of trying to get him to comprehend what i was saying and that I wanted the service that I paid for! I get screamed at, hung up on, talked down on, like i’m stupid! literally! When I call to tell them that my phone is malfunctioning, just like the previous one, the do not comprehend a word I’m telling them about how they keep sending me refurbished flip phones that come with the same exact issues as the last phone! mind you every single time I call for service, starting back in July, Well I can really right a book of horror about SAFELINK so ill just start bullet pointing some key problems, excuse me if i get my dates mixed up, I have literally been to hell and back with Safelink and to make it worse, I’ve been without a phone since the middle of August. With the promise of sending me a new sim card since September 5th. I called today to figure out what is going on and the lady told me that she had no service ticket for a new sim card to be sent out to me (even though i had the reference number I’d been using every time I call to check the status of my order!) I just talked to a guy yesterday that told me, after speaking to the shipping department, they confirmed that my sim card would be in the mail today. And that FedEx sent it to USPS.

      Reply

  50. USAC has been of no help to me regarding the fact that tracfone has provided me with no helpful lifeline customer service in many months. No one seems to be taking responsibility for the lifeline program. Neither USAC, nor tracfone. Was it not my 40 years of monthly payments that were to insure USAC would be there to help me now? What happened? Is there no leadership whatsoever? Where would I find public detailed information on the USAC Lifeline budget and disbursements?

    Reply

    • I wish I could help I am having the same problems with Safelink and more there seem to be no government agency who will take responsibility to help disable citizens, I wrote a letter to my congress person have not hear from her either.I would still write to my congress person, if I was you maybe if enough people write about the poor service or lack of service to their congress person they would have to do something.

      Reply

  51. Good morning/afternoon ladies and Gentlemen:

    My name is Nicky from Rochester NY.

    I’ve had a safe link phone for over 3 years. I am quite disabled with many chronic diseases including blindness (one eye) and a re-attached lower extremity right leg.
    I have had trouble with the company (safe link) all the time. It takes forever to get thru the non-speaking terrible understanding where it takes numerous repeats to see what’s going on with my phone. The representatives SAY they understand you but really do not. So after 14 calls and 4 sent sim cards (that do not fit, too big) I have NO SERVICE. They can’t even say the activation numbers and letters. Why are they’re there?
    I am making this report as the last resort. No one is listening, takes up to 42 minutes just to get to an advisor at safe link. And when they do answer they can not help You, Hang up or let the phone sit on their desk and NOT answer it. Its been over a month in an attempt to resolve this !
    I am so tired (really, ( I have rheumatoid arthritis and piriformis disease) of calling and calling WITH NO RESULTS. It’s such a Long time without my REAL emergency phone. I also need it badly to inform my Fiancé about my conditions.
    What am I supposed to do, now? It’s for my doctors and appointments and schedule for my visits
    Anyone who has this very good and generous phone for the really disabled people is a blessing. I don’t get much money and relatives and friends are helping me out with extras I can NOT afford.
    Hopefully I can get my phone activated, again. Doesn’t look good !
    Thank You for reading this article.

    NY Nicky

    Reply

    • Take another look at the article on this page, Nicky. Sounds like it was written with you in mind.

      Reply

    • Hi Ny Nicky…I am having the same problem….I am disabled also, and it’s hard for me to manage any of my bills, let alone having to pay for a phone. I had Assurance Wireless a few years ago, and NEVER had a problem. I just filed a complaint with the Better Business Bureau…and looking for where else to file..It is absolutely ridiculous TRYING to deal with SAFELINK WIRELESS….There is ALWAYS a problem. I cannot use my phone either from day one that I got it. I have spent numerous hours and days trying to get through to them…only for reps that don’t speak a word of English….and say yes for everything….keep me on hold for minimum an hour at a time….and when I say HELLLLLO….they say Yes? I have to repeat myself over & over….and NOTHING EVER GETS DONE! Their website I cannot get through to..cause each time I attempt to put the caption in….it says it is wrong, when it’s not! Every time I call and ask for a supervisor, they all say they r supervisors, but get absolutely nothing done!….I have tried to explain things to them from the start, and I’m getting no where fast! I am so upset & frustrated…I cannot even get Assurance Wireless back ….after telling them the story and submitting my documentation…cause SAFELINK WIRENONSENSE won’t take me off the list, so I’m not eligible for any other service!!!! If u know of any place else I can write….or any info I should know about these….I don’t even know what to call them….Please let me know….Thank u so much for hearing me out….and good luck to u too! :)….Ursula

      Reply

      • Well Well…Usurla…
        I see I am NOT alone….
        I needed an internet connection so I chose a 45 dollar program from safelink/tracfone
        Being an UNLIMITED talk/text/internet (off my phone as a hot spot)
        The first month (November 2017) it was FAIR…come this month (December 2017)
        They S-T-I-N-K…I’m gonna report them to ” https://www.fcc.gov/ecfs/filings/express “, Hopefully they can do something about their CHEATING the customers
        I can barely afford thgis $45.00 buck-er-roos and I expect a fair service
        We should start a march of “bad internet hunters” …lol
        NY Nicky

        Reply

  53. its been 45 days of NOT having my lifeline phone. I have many chronic diseases and is wheel chair bound.
    I have been sent the wrong size sim card 4 times. they lie to me and keep saying its the smaller “nano” (which needed for new tracfone on their site purchased) will be sent. They don’t understand English or speak it.
    Terrible, terrible service. I’m 67 and its the worst service in my entire life

    Reply

    • Sounds like it may be time for you to file those formal complaints this article talks about, Angelo.

      Reply

  54. I’ve already been approved for lifeline, ive recieved 2 sim cards, but, no phone, ive spoke to 2 agents about this, the first one sent me another simcard, the second ones stupid, he saysput it in my phone to work, well if I had one DUH he tries tomake you think there’s no free phone at all, I’m pretty pissed now, ive been patient I’ve waited over a month 2 simcardsno phone REALLY

    Reply

  55. Why is it such a nightmare to receive a phone!?
    My nightmare started when I had to fill out a second application with Assurance Wireless.
    The first application I filled out on the 18th of May 2017 and sent it in that day. I received a letter after two weeks saying my date of birth could not be verified. It seems this is a problem with more than a few! I had my drivers license and social security card copied with all but the last four digits of my social blocked. For some reason that had to accompany my proof of date. I do not like sending things like this to anyone as it is. Any way, I filled out another application and sent it along with my copied material and waited. That was June 3, 2017 and had not heard one word after two weeks. So I called on July 10th, over a month, just to see what was going on, and talked to two ladies that could barely speak English, and acted like they were not real sure what they were doing. I wasn’t rude, I just ask what the status was on my application. The first lady took my name, address, etc. and transferred me to the other lady and she couldn’t tell me any more than the first. She almost sounded like she knew she was giving me the runaround and felt bad. I told her I just wanted to know why I had not heard anything, since I had sent in what they requested. Finally she told me that a representative would be in touch with me in 4 to 5 business days. Ok, that was the 10th of July and as of yesterday, July 19 I still had not heard from anyone. I gave them another call and this time got a gentleman and he started right off the bat being defensive and the more excited he got the more his English broke up. All I ask was for some answers on what the problem was. He, all of a sudden didn’t want to talk any more, which was all of about 3 minutes and said he was switching me to someone else. Well, I hear a phone ringing and I ask who I was speaking with and this lady told me it was USAC, and I had no idea who they were! She explained who they were and I told her my whole story. She apologized for the problem I was having and she got my name and other information and looked it up and told me that it showed that I had been accepted and signed up and had a phone number! Well, I could not believe what I was hearing! She even gave me the number I had supposedly been given. She told me she didn’t understand what their problem was, but told me to call them back and tell them what she had told me about being accepted and if they still didn’t want to cooperate to call them back. So I did and got a lady from Assurance on the line that told me the same old spill of they were waiting on my application to be accepted. It’s as though they are robots and programmed to only tell you what they have been told to tell you. Or certain ones, because I know people who have the phone and had no problems getting it with the first application. I ask her if I had not been accepted, why did the lady from USAC find my application that was accepted and said I was already on as a member and had been given a phone number? She started getting frustrated and said it would be straightened out by the 24th. I ask her, July the 24th? She said yes. I ask her a couple more questions and she said for me to call back in 24 hours! I said,”Wait, 24 hours?” You just said, a minute ago the 24th of July, now your saying 24 hours? I felt like I was in the twilight zone! I knew I wasn’t going to get anywhere with this person either, so I called USAC back. This time I got a lady that I explained the whole situation to and she looked it up and she agreed with the first lady from USAC that she saw before her my info with a phone number. She told me that was unacceptable. But! She said that Assurance could call them , but USAC wasn’t allowed to call Assurance. I thought they were the ones who got things straightened out when you were having a problem! She told me she could give me the number to the FCC and if I couldn’t get Assurance to answer my questions I should tell them that I was going to call the FCC and see if they could handle the situation. She told me to call Assurance back and ask to speak to a supervisor and explain all the trouble that I had been receiving getting any answers. So, here I go calling them back. Not real sure, but it sounded like the gentleman I first talked to. I ask to speak to a supervisor and he ask me what I wanted to talk to a supervisor for. Well, that alone pissed me off, but I kept my cool. I told him it was about a problem that I wanted to ask about. He put me on hold and there was no music as there usually is, so I figured he just muted it. When the supposedly supervisor got on the phone…………it was the man I had just talked to!!! I went along with it, fearing I would be hung up on, if I called him out on it and I had sat here wasting a whole afternoon on this ridiculousness, so I told him everything that the lady from USAC had told me to tell the supervisor. It was like a recording! He gave me the whole runaround. Made up somthing about the phone number that the lady had seen that was suppose to be mine with my phone, that didn’t make sense. He more or less pooh, poohed on the USAC. I ask him why were they being so difficult and could not give me a straight answer. And why I was being lied to about someone contacting me. The reason I say they sound programmed, is each one I have talked to winds up saying one, or a combination of, or all that the other one has said. I mean holy crap! All this drama! I thought this was what they are suppose to do, is supply those who qualify, with a means of communication! I am a widow who lives alone and I only draw $800 a month, which all goes for bills, and I get less than $200 from snap a month. The way these individuals act, you would think I was trying to pry their personal (I’m sure, top of the line) phones right out of their hands! Im not asking for special “bells” and “whistles” top of the line. I just applied for the phone to have when I need to get in touch with someone. The comments I’ve read on how these phones work anyway, I’m not sure it would be a bad idea to just use a couple of cans and some string. My point being……..you say call and ask for a supervisor…….what good is that when you’re not going to get one, and if USAC can’t do anything……….I’m just wondering what I’ll be told if I contact the FCC. Which, when I told this gentleman that is what I would do and he said,”Well, that’s up to you.” But he also said to call Aasurance back in 24 hours. No one, so far has said anything about this problem getting solved, or knowing how to solve it. If government is involved, you would think this sort of thing would get cleaned up and be rectified! Otherwise, why put all these people through this hell. Just dump the whole program! I don’t think I would have gone this far, but when I copied my license and social……it got more than personal!

    Reply

    • Horrible story, Mary. So sorry to hear about your endless series of problems. Please keep us updated and let us (and our readers) know if you ever get a phone.

      Reply

  56. I am trying to figure out why Safelink take’s minutes from )My 350 mins a month) when someone call’s? I mean They are using their phone an minutes to call

    but then You’ll take them off mine as well! I just don’t understand why this shady stuff is allowed. Please explain this to me.

    Reply

    • You get charged for minutes on the network, Starlene. Doesn’t matter who calls who.

      Reply

  57. Received a form from SAFELINK on June 5,2017. On this form I check the box indicating that my income level that are at or below 135% of the Federal Poverty Guidelines. Mail the form back in the self-addresed envelope provided on the same day. NO further word from SAFELINK so I called today (JULY 5, 2017) wondering what were the results of the form I complete. The customer service representatative said my phone would be turned of for failure to complete and return the form sent and then went to far as to blame the US MAIL for non-delivery. Surely it would not take ONE MONTH to receive my completed form. My personal information is “floating” somewhere around in SAFELINK. If I could do better than this, I surely would NOT ever be, in any way, dealing with the likes of SAFELINK and their blame-game incompetence. NOW WHAT?!? H-E-L-P!!!!

    Reply

    • We need some clarification, Linda. How could your phone be turned off if the company never received your application?

      If we were you, and if you’ve never been enrolled, we would enroll with a different company. You can find a complete list of all the companies offering Lifeline plans in your state at the following link:

      https://www.freegovernmentcellphones.net/states

      Reply

  58. Qlink wireless has the government contract to provide a lifeline service. For the past year there have been nothing but problems. There have only been one time where I changed my address. The first address is where I filled out the application and received a phone from Qlink Wireless. That address was **** ******** St., Houston, TX 77002. The time I changed the address was in 2015 and that address was *** *******., Houston, TX 77096. When I talk to these idiots I am told that my address is incorrect and that I should provide a ID and proof of my current address. I am not going to fall for that prank and I will not provide a copy of my current ID. It is none of their business. I was told that they have a recording of my giving them my new address. Here’s the kicker. I put a change of address online. When one goes online, one cannot access their own account. You can input the correct information and it will lie and say that they don’t have a record of your account.

    I am demanding a systemic investigation into this matter and I hope the FCC suspends all contracts with this company until it no longer practices fraudulent activity.

    Here’s a link to all of the complaints regarding Qlink Wireless Lifeline Services.

    http://www.reviewstalk.com/complaints-reviews/qlink-wireless-l38880.html

    https://www.bbb.org/south-east-florida/business-reviews/cellular-telephone-service-and-supplies/q-link-wireless-in-dania-fl-90052553/reviews-and-complaints?section=complaints

    This company will try to sell you a free government phone.

    I do not have a Android phone but QLINK WIRELESS LIFELINE WILL SELL ONE TO YOU FOR $25.00 WHILE TAKING AWAY YOUR MINUTES.

    Reply

  59. I signed up for Assurance in Ky and when I received my phone I couldn’t use it because where I lived didn’t ick up service. I called Assurance and told one of the operators and was asked my phone number. There was no number on the box or phone I was then told to send the phone back and told that after 60 days I would be able to change companies. After trying to get another company to sign me up they say I already have service with Assurance.I called them and they say with no number they can’t help me but they send me letters to use my phone or lose service. What can I do?

    Reply

    • You can switch service providers after 60 days if you do not have internet service as part of your plan. Nevertheless, we’d try to cancel the Assurance plan and then sign up with another company. There is no reason it should not work according to the rules.

      Reply

  60. Well guy’s, its like the old song states…

    FREE AIN’T FREE> right?

    Cant get indignant if your not dropping a thin dime for the pleasure..

    TMI Perhaps.

    Thank the next serviceman you run into. 😉

    Reply

  61. Homeless cant get a phone from assurance wireless or Axcess wireless due to a error that says I have a duplicate account.
    I DO NOT.
    Ive been without a phone for a month
    I desperately need a phone!
    or a Gun.

    Please advise, and understand this is my only means of communication.
    Thank you sincerely, d. Bradford

    Reply

    • You need to contact your chosen service provider again. Ask to speak to a customer service supervisor. Tell them you want to clear up an error on the National Lifeline Assistance Database. They are supposed to be able to correct errors quickly, but we won’t hold our breath. Please let us know what happens, Debra.

      Reply

  62. Been with Safelink since 2014 and my phone had become unusable unless plugged in all the time , they would not supply me with a current working phone unless i paid them $25 which i cant afford on disability, i simply applied with another company and from a simple application and them hanging onto my records information for 3 years they opened an account with themselves and instead of seeing i already had benefits somewhere else they decided to change my benefits to themselves and it had been more than a years time so i could have changed providers with any of my choice , they refused to treat my account as a new one and provide me a working phone to use my lifeline benefits which they transferred to themselves without authorization and would only offer to turn back on the dated analog used flip phone i received from them in 2013 and has been deactivated since 2014 and nonchargeable since 2015.

    Reply

    • That’s an outrageous story, Mike. Call the company back, ask to speak to a customer service supervisor. Tell her you will make complaints to the FCC, USAC and your state’s public utility commission if they don’t rectify the situation.

      Reply

  63. If an agent for one of the lifeline companies misrepresents the phone you will receive, what can you do about it. It’s basically a bait and switch being used and the lifeline provider said they are not responsible for what the agents in the field do or say

    Reply

    • If you feel that misrepresentation has occurred, you should complain to all the organizations that can do something about it — the FCC, the USAC, the Better Business Bureau, and maybe most important, your state public utility commission.

      Reply

  64. I started with Assurance, on 5/22/12. Had no problems. Successfully re-created, May 2016, told my service, was good, until the end, of November 2018. I received a letter, on Thursday, 5/25/17, indicating I was no longer eligible, for service, as of 5/21/17. According to Assurance rep, Katarin, the Federal National Lifeline, removed my account, from their system, because I failed, to send back, the re-certification form, Assurance supposedly sent me, on 5/10/17. I never received it. They said, it was my fault, I didn’t receive it. I still haven’t received the form, they supposedly sent, on 5/31/17. They need, to: guarantee, their customers, receive forms; have unlimited minutes, especially for those, including myself, who must maintain calls, with family, friends, physicians, case managers, health insurance, etc. The customer’s needs, should be a priority, over paperwork.

    Reply

    • You’re right that the customers’ needs should be a priority, Marc, but welcome to the real world.

      Reply

  65. The free mobile phone or internet idea is great but needs change to unlimited minutes. The greedy,sneaky with dba names safelink, access and assurance wireless are all thru Sprint whi is taking advantage by deducting min for incoming calls that uou dont answer, outgoing callis that are under one minute and check voicemail eats up minutes. The data on smart phones is a joke these companies cant track usage cant verify errors the customer reps arent competent to trouble shoot there is no escalation dept for help or complaints. Not to mention the lies reps tell you. Sprint is getting richer at the low income expense. The PSC is a joke i filed a complaint and NO ONE has a clue how to proceed. The company assurance wireless has not followed up with me and the PSC cant even find the complaint AS USUAL THE RICH GETTING OVER AND NOONE GIVES A HOOT. noonone wants to take responsibility and do the right thing these companies are screwing stealing from lifeline and PSC AND USAC who ever they are dont do anything never heard of the USAC they dont provide info to lifeline customers who to call how about become TRANSPARENT!!!!

    Reply

  66. Just for others to know if you have a landline with lifeline and get one of these phones it will take the landline lifeline away I would not have got one if i was told this in the beginning now i have to reapply and getting the run around on how to get this phone shut off

    Reply

    • Sorry to hear about your problem, Victoria. We repeat over and over and over again that only one Lifeline discount is available per household.

      Reply

  67. Several month ago something changed with my Obama cell phone where i lost all of my contacts, recent calls, and saved messages. Since that time I am unable to make and recieve phone calls inside my home. Yesterday, I spent over an hour with Safelink technical support on my wife’s phone (with no resolution) and was finally sent to a supervisor. The supervisor could see that I could not make/recieve calls from inside my home so he told me to go outside. I went right out my front door where I still counld not recieve/make calls. The supervisor then told me to walk further from my house (about the middle of my cuddlesac) and I was able to make/recieve calls. The supervisor then determined that nothing was wrong with my phone and ended the call. My problem is I am a disabled veteran with severe back and neck problems. If my wife is not home and I have a problem walking, then I would be forced to crawl to the middle of the cuddlesac in order to get assistance. This should be totally unacceptable to the government program. Please assist if possible. Thanks

    Reply

    • That’s one of the oddest tech support stories we’ve ever heard. Clearly this should be considered an unacceptable situation. Try calling back and asking to speak to a supervisor. If you do not get a satisfactory answer, you can always consider switching to another free government cell phone company (if you’ve had your account for 12 months or longer). Here’s where you can find a list of all the service providers in your state:

      https://www.freegovernmentcellphones.net/states

      Reply

  68. My name is Christina pugh I was suppose to get a safelink phone I talk to safe link a month and a half ago and I still have not received my phone and I really need that phone I’m disabled and I’m home alone a lot so I need a phone for emergencies so please can I get my phone now. I have moved so my new address is **** *******. Madisonville, ’em 37354 thank you

    Reply

    • We’re not Safelink, Christina, so we can’t help you. You need to contact the company’s customer service team. Or you can go to the Safelink website, click on “Account,” and then click on “Check Enrollment Status.”

      Reply

  69. The phones are awful. The first day I received mine, it was already glitching and freezing. I had my phone for about a month , and the screen blacked out, so I can no longer see what’s on the screen. Instead of replacing the phone for no charge, and allowing me to return the phone. QLink, wants to charge me to replace the phone.

    Reply

    • Hi there I also have qlinkwireless, I agree tatally I can’t to anybody else cuz qlinkwireless is holding me hostage, I want to talk a live person,

      Reply

  70. The LINK provided by THIS website DOESN”T WORK… ERROR 404

    There is a public services commission for every state of the United States. It’s easy to find out who your’s is, and to get their address, phone number, website and email address. Click here to go to to a map, on which you will click your state to produce a list with all the information you need.

    Nice idea, but… does anybody actually verify that the information they post is ACCURATE… not even here, apparently.

    Reply

    • Take a Valium and relax, Rick. Links change as time goes by. We have thousands of articles on this site and it’s impossible for us to go back and check each link every day, so we depend on readers like you to let us know when a link is no longer valid. We’ve found the new, correct link and we’ll change it.

      Reply

  71. These companies ALL seem to have HORRIBLE service and NEED to be reported & complaints filed with the State Public Services Commission & Universal Service Administrative Company (USAC) is the organization empowered by the FCC to administer the Lifeline program & free cellphones… These companies are PAID by our tax dollars & provide POOOOOR customer service if ANY… QLINK never ever has contact with a live representative… They send emails to EVERY request stating THANK YOU FOR WE APPRECIATE THIS OPPORTUNITY TO SERVE YOU … and they constantly send replies stating 3-5 business days to get a REPLY… and THEN THEY don’t do THAT… never actually responded to my request for a defective phone charger… When I got low on minutes I PAID for more… My money was deducted from my checking acount and NO MINUTES ADDED… I filed complaints with both the agencies above… They companies need to be investigated & denied contracts. They’re making money off of us customers & NOT providing customer service.

    Reply

  73. I’ve had my phone since January and I’ve been trying to get it activated every sense but I called them and they told me that my application was rejected today because yesterday I spoke with Gideon one of the sales reps and he asked me if I want to choose my next option which was to reject application and start all over again and today I found out that I had to start all over again and it’s not fair and I’ve had this phone for 3 months and it’s still not activated I need help

    Reply

  74. Do not use Qlink wireless , they have no way to reach a human. You can’t port I. A number. They own the number so you can’t use it outside of their system . I wish I never saw their suckie ad. Beware”

    Reply

  75. I am having the same problem as others. Safelink keeps suspending my service because I haven’t made any calls even though I have made calls and the phone logs show it. I didn’t know what can be done, there doesn’t seem to any effective customer support.

    Reply

  76. Safe link shut my phone off two months in a row. My phone shows I made calls on it. I’ve tried to contact them multiple times but told by automated answering service it will be 30 plus minutes before return call. They never called back none of the times. Poor customer service!!!

    Reply

  77. I have Tag Mobile that uses T Mobile. I can not send or get pictures in text messages. Tag Mobile support says I should be able to. I have talked to tech support over the phone and everything from creating vpn several times and reset the phone. Do you know it anyone else has this problem? I asked Tag Mobile if they are sure that you can send and get pics with Tag Mobile. I did buy a nokia lumina but it can not send or get pictures in text messages. I know that you can’t answer technical questions but I would like to see if anyone with Tag Mobile can send or get pictures with Tag Mobile? I can’t seem to find anything on the web except your site when I do a search on google.

    Reply

  78. Safelink advertises free smartphones when i applied and got phone they sent me a regular cell phone no smartphone phone they sent didn’t even have internet capabilities false advertising

    Reply

    • Have you called customer service to complain? If not, you should because the company’s website does, in fact, say they provide smartphones. And when you call, ask to speak to a supervisor. Here’s an article you should probably read before you call back:

      https://www.freegovernmentcellphones.net/faq/file-lifeline-service-complaint

      This article tells you how to file a complaint with the USAC (the organization that governs the free government cell phone program nationally), and your state’s Public Utility Commission (the organization that governs the program in your state). Be polite, but tell them that you will report them to both organizations plus the FCC and the local Better Business Bureau if they do not provide you with exactly what they advertised.

      And please let our readers know what happens.

      Reply

  79. Through a few years I have qualified for a free phone. I don’t think the fact that is free is worthy all the stress, impotence, frustration, agony, suffering, aggravations that I have experience through all this time dealing with the two different providers that I had: Assurance and Safelink. I don’t think been poor equals deserving humiliation; begging for help without succeeding; spending your days trying to get in touch with a human being unsuccessfully, being giving different answers according how the customer service feels that day (if I was lucky enough to get it to talk to me)….and at the end (if there is an end) get a PHONE AND LINE GOOD FOR NOTHING….wait!. gets worst…..company pretending that I paid for the garbage shitty phone, because I did not send it back…….and finally being punished by getting my services disconnected cause, of course, I did not paid.. And, yes, I did not send it back. Assurance representative tested the phone during the call (they know how) and she did diagnostic herself as a “non-working phone”. She said that she will send me another one. How the hell I supposed to imagine that they expect me to paid post office to send back that piece of pure garbage? I never imagine so….After she made the offer I threw the useless phone to the my own garbage. Present time I don’t have a phone. I tried to move to Safelink but a bunch of bureaucracy does not let me. I have to wait 3 months off Lifeline. I am waiting….. and waiting for what? Yeap the same thing over again just with a different provider.

    Reply

    • Sorry to hear about the problems you’ve had, Mariam, but we know that millions of people are being helped by the free government cell phone program. Unfortunately, it does not sound like you are one of them. Best wishes.

      Reply

  80. A few months back, I transferred my service from Q-Link to Budget Mobile because the Q-Link phone and service was terrible in my area, and could barely use the device. I threw out the Q-Link device after I got the Budget Mobile one, which was far more reliable, but fast forward a couple months later, the Budget Mobile service gets disconnected unexpectedly. I contacted customer service through email because their phone line was impossible to get through on, but their reply indicated that my service had been transferred to another provider, which wasn’t my doing. It appears that my Q-Link profile still seems to be active, but I don’t have the phone anymore, and I’ve just tried to apply on a provider I’ve not been on yet, only to find that I can’t transfer benefits during a “port freeze process” or something weird, so I guess I have to give it more time before I can apply for another Lifeline. But yeah, it looks like my benefit was somehow transferred back to Q-Link!? Weird.

    Reply

    • Lifeline companies have been swapping customers in an attempt to get all their customers on the same national cell phone network. It’s caused a lot of problems for customers and the companies are trying to address them, but it certainly seems chaotic at times.

      Reply

  81. Here’s what happened to me. This guy approached me at the med.clinic. He shows me the smartphone, but I responded that I prefer lighter & dimmer phones due to my sensitivity to high-powered gadgets. So he shows me a sample phone from a nearby woman, but only showed me the phone-key part that was black & white. So it seemed a bit like ePaper.

    Furthermore, he let me hold one which he took out of his box (not the powered one belonging to that woman). That one didn’t have a battery (but i didn’t know that). And that one was lighter than my Safelink phone. So I was very tempted.because it seemed lighter AND like ePaper. I was desperate for a low-power phone that’s good for my health, and that’s why I fell into his trap.

    But I made sure to ask him “will you let me give it back as soon as you give it to me, if I don’t like it? Meaning, right here and now?” He lied and said “sure”. But he did NOT take it back just one min. later – after I tried it and hated it. He kept running away from me, to the other rooms at the clinic.

    Furthermore, he failed to notify me that I cannot transfer the minutes from the safelink phone! I had over 1400 miin. accumulated on that phone! But he ALSO failed to warn me, that the minutes they give do NOT roll over, the way I was offered on Safelink. With Safelink, I chose to have 100 min. added every month, which then rolled over to the next month. The Safelink plan was much better.

    I’d asked them for an Alcatel replacement phone, but the Safelink-alcatel was a much better model Alcatel, than the tinkertoy which Assurance sent me in place of the [to-me] overwhelmingly powerful smartphone. And, btw, there’s other reasons not to trust the smartphone, which is beyond the scope of this text. Suffice, that i’m livid at that liar. Never believe appearances! People can seem very trustworthy, but once they trap you, they turn traitor! The truth is, if not for my health-reasons which blinded me into not even remembering to ask about the minutes, I would NEVER have switched.

    Reply

    • Let this sad story be a warning to everyone who is tempted to enroll with a street vendor. Don’t do it.

      Reply

  82. I just had my phone shut off because of a mistake they did. I had to reapply without being notified through a message, text mail or email. I called and they told me it would take 7-10 days but I told them ASAP now for my emergency contact with my son’s school. I am very mad about this situation. The notification department needs to be corrected on the procedures. I will not recommend this service to anybody if this happens again. If I lose the minutes I have on my phone I will be very pissed. Those I spent my money on and they had no right to shut it off when it is the emergency phone without proper notice. Very disappointed in your service.

    Reply

    • It’s not “our” service, Carla. We’re an independent website, not your free government cell phone service provider.

      Reply

  83. I go through qlink and i have for almost 2 years now, i got the phone in 2015. i hate the customer service through them u can never talk to a real live person. Well in July 2016 my phone was stolen. It was a really cheap flip phone. Those really old brick ones. Well anyways, i reported 3 times to qlink that it was stolen and that i needed a replacement phone and they proceeded to tell me that i needed to pay $25 for a new phone cuz they only have the smart phones now. How in any way shape or form should i have to pay for a new phone? So stupid! And so then i proceeded to tell them that i would like to cancel my service cuz someone else has the phone and that i knew who it was that stole it. And they then said that i wasnt allowed to cancel it without proof that it was stolen and if i would want to do anything that i would just have to pay the $25 to get the new smartphone and then they can cancel the other phone that was stolen! So then i go to the library where safelink was doing phone sign up through them and i was gonna transfer from qlink to them (safelink), and as soon as the guy put ny information in he said that i was locked in with qlink wireless until December 7th 2017! Because my phone was recertified for the annual re-certification on December 7th 2016! So either qlink did this by themselves which safelink said that the USAC takes that very very seriously, otherwise the guy that stole my phone recertified it himself! How the flip does that happen when hes a guy and doesnt have any of my information?!!!!!!!!!!!

    Reply

      • So what am i supposed to do about it then? Make a complaint with the USAC?! Cuz that’s sure what i plan on doing. I don’t want someone using that phone under my name when it was my emergency phone cuz i had just gotten out of a severely bad abusive relationship of three years and that was my go to phone to use for my emergencies.

        Reply

        • USAC, FCC, Better Business Bureau. Complain to them all, but contact your service provider one more time, ask for a supervisor, review your problem, and if you do not get a satisfactory answer, then tell the supervisor that you intend to file complaints with all those organizations.

          Reply

        • It was Qlink who locked you into another year. Don’t bother asking for a supervisor. I just went through all of this after Qlink charged me $25 to replace the defective phone they sent me, with another defective device. So now I am out $25, don’t have a functioning phone, and can’t sign on with another provider for an entire year. Qlink is fraudulently obtaining the federal funding for the service that you are not able to use.

          Reply

          • Q Link isn’t doing anything different than any of the other free government cell phone companies, Bee. The new regulations that went into effect on December 2, 2016 require that ALL free government cell phone customers are locked into their current cell phone provider for a one year period.

    • Qlink tried to tell me I couldn’t cancel either and I was locked in for the year with them when phone they sent wasn’t working right. I called the lifeline office in my state and they said “that’s a new one on me”. She said you can cancel within a 30 day window and go to another company. She said ask for supervisor and I let her know staff is telling people this and I could report them. The canceled the acct. but now I’m dealing with Safelink (been 10 days and is still pending)? Called the lifeline office again and she said the state doesn’t do the approvals to get service the provider does and I should ask for a supervisor. She also said since I’m on SNAP it should have been approved by them within a couple of days Supervisor said she was expediting it cause I told her I had already called the office and I didn’t have a problem reporting them for bad business practices. This will be the 2nd time someone has expedited it.So we’ll see. If the government is going to fund this they should step in and make sure everything is up to snuff. These companies don’t care cause they got that money

      Reply

      • I spoke with the supervisor at qlink and he told me there is not cancellation period! And that I’m locked in a 1 year contract. I just received my phone yesterday in the mail! When I originally signed up, it said I could bring my own phone and now they say they can’t do that! They said “you can’t be hopping from one company to another”… wth that was never my intention, in fact this was my first company and if they did give me false information then I wouldn’t have to leave them… These people feel that they’re giving away free phones that they could talk to people any way they can!

        Reply

        • The one year “contact” is not something Q Link dreamed up. It’s a new regulation issued by the FCC.

          Reply

  84. I would like to make a complaint against tanisha ********. I know that the people that work for your company are supposed to do their job and not lie cheat and steal and I know the government phones are specifically mention for the person that it is issued to. my name is Stacee ******** and I live at **** Monterey st. **** and tanisha ******** lives right behind me I was passing through about four months ago (est.) and she asked me if I wanted to sign up for a phone. a couple days before that I had stopped my service and I waited the twenty for hours for my phone to b turned off. when I went to Sign up tinasha ******** said that I already had a duplicate phone in my name. I know she was lying cause I had turned them off and she didn’t have time to turn them off.

    Reply

  85. I recently applied for service through TAG wireless. They offer a FREE Smartphone to customers who sign-up for the program ONLINE ONLY. Well, I DID apply online and they sent a really c****y phone, NOT a smartphone. I called to find out what was going on. The first two people, the call got disconnected as I tried to explain. When I called the third time, the first thing I asked was, “Do you have a promotion right now that says you can get a free smartphone if you sign up online?”. The reply I got was YES. So then I said, “Well, I signed-up online and I did not receive a smartphone”. I was put on hold, when she came back, she told me the reason I did not receive one was because they do not have any in stock. I asked her when will they get more in-stock and when I would expect to receive the replacement, as I would be sending the one they sent back. I was placed on hold again, and this time when she came back, her response to me was that if I provide a credit or debit card number, I can purchase a smartphone from them. I’m thinking to myself, ” from what inventory, if they don’t have any smartphones in stock?”. So, by this time I am upset and ask to be transfered to the dept. that handles cancellations and she put me on hold instead. I hung up and called again. This time I spoke to a man and he was very apologetic but after his “research” he proceeded to tell me that they no longer had that offer. And that phones are sent at random. Which I called him on as being false due to all the misinformation and the confirmation by not only their website, but the person I spoke to prior. I feel that they are just trying to force people to buy the phones and not fullfilling their end of the own policy and offer. In my opinion, l find these actions to be fraudulent, should I file a report?

    Reply

    • That’s a bad story, Rosa. You’re being given false information. As of December 1, all new customers must receive smartphones. Contact customer service again and ask for a supervisor. If you do not get what you are entitled to, you should register official complaints and tell the customer service rep that that is exactly what you intend to do. Read the following article so sound like an informed consumer when you speak to the supervisor. Here’s the article:

      https://www.freegovernmentcellphones.net/faq/file-lifeline-service-complaint

      Reply

    • I don’t understand but I don’t think that government phone should cost me thing if they are for low income familys. so if they r charging then they are wrong. I know that since I trusted tanisha with my info I’ve been having problems and my family member have been hurting cause a government cellphone that is in your name is strictly meant for that person and just because tanisha and her husband don’t like our family that doesn’t give her no right to hurt me by having duplicate phones in my name. that’s the same as stealing someones identity. ever since I gave that woman my information I havent been able to get a government phone in my name and I also think that they are stealing our mail too. just because their family has people with authority in there family doesn’t give them the right to override what the situation may be what’s right is right and what’s wrong is wrong and anything that has to do with home life should not be brought to work.

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  86. I am specifically having issues with QLINK wireless. They will not release my account. Stating I have had data service with them. I disconnected service with them as of December 12th, 2016. Not allowing me to transfer to another provider of my choice. They have not given me any information regarding a new Gov. law that started on Dec. 1st, 2016 saying you cannot have another provider for 1 year after the end of service with a current provider. Since, to my knowledge. I only have had voice service with QLINK I would be able to transfer providers every 60 days. They have given me very bad, rude and threatening service. This action caused me to want a different provider and started applications with TAG mobile on November 22nd, 2016. After telling them I was switching and want to end service with them. The CSR told me, as a matter of fact, ha ha ha you will go not go to another provider for one year and we will not allow you back with us for 6 months, Now I am elderly and disabled. I rely on my lifeline phones use when I am away from my house, various DR appointments, and personal contact purposes. I am also not be located in the national database causing more issues. So now I am without any provider due to QLINKS disrespect to the lifelines primary goal of providing low-income, disabled and elderly people the use of a cell phone. I have started a complaint through my states PSC and also USAC. QLINK has caused a loss of my valuable lifeline services since December and continuing until someone helps to force them in correcting their irresponsible and incorrect information added to a lifeline database. Which now stops me from attaining my lifeline services. Please advise, if there are any other options available to force them in retracting their corrupt and adverse information against me.

    Reply

    • Unfortunately, Deborah, you are misinterpreting the new regulations. The Lifeline cell phone regulations used to say you could switch every 60 days. That changed on December 2, 2016 and the new rules say you can only switch once per year. That applies to voice and data.

      Reply

  87. I have REPEATEDLY applied with Assurance Wireless for my son who his disabled and they continue to deny his application because they “cannot verify his date of birth”. I have sent multiple copies of his birth certificate and was told today they still cannot verify it because the date is unclear. The Commonwealth of Kentucky has the DOB and Names in gray boxes, so I am not sure what else I can do. Is there another provider that will not go through this hassle?

    Reply

    • How are you sending them, Pam? Is it possible for you to scan the birth certificate so you can send them a clearer copy? (It’s really dumb of Kentucky to print information over a grey background, but the stupidity of government never ceases to amaze us.)

      Reply

  88. my budget phone arrived with cricket apps loaded for customer service and I have zero service inside my mobile home. I have a ztex500 phone. is there a better phone that will provide service and how do I find out who my network carrier is

    Reply

    • We are going to be of very little help here, Dan. It’s impossible for us to know if a different phone (or which phone) would work better in your situation.

      To the best of our knowledge, Budget uses the Verizon national cell network.

      Reply

  89. i have used assurance wireless lifeline phones for years. When one breaks down, they send me another, and they do NOT take the old one. I have received threatening letters that i had more than one lifeline phone in my house and they would discontinue my service. I only had my phone active. the old phone was taken off line. This continues to happen. Sunday i was cut off and a recording told me i was no longer a lifeline member. I was told 20 minutes of trying later, that i failed to recertify. I informed him my phone statedd i had till mid december to certify, and i had minutes and money on my phone before i was shut off. I was then told that i had taken another carrier. I had only assurance. now i have to wait 7 to ten business days. tuesday was my chemo appt. the van did not show. i could not call for a ride. i have to borrow a neighbors phone to call my chemo dr and make a new appt before my tumors become active again. i do not understand why phones are not retrieved and refurbished and recirculated to save money. I worked for a company that provided such a service. Instead, i have to hold onto old phones and then threatened of loosing my eligiblity for having more than one phone. i wlll now be without a phone for ten business days and have lost my less then $5 on my phone. i hope i can keep my old phone number, because i am so fatigued from over 5 1/2 years of chemo, i do not want to contact many agencies. can we fix this system? its wasteful and mean.

    Reply

    • Very sorry to hear about your Lifeline problems and your health problems, Iris. Everybody makes mistakes, but it’s unfortunate that it happened to you. Hang in there, girl.

      Reply

  90. I have had no cell phone service for 2 weeks now through the Assurance Wireless program. I am disabled and this was my only phone. I have been told it is a problem with a tower and that service would be restored on September 14th. Today is the 23 and still no service. I use email to report the They reply and give me a toll free number to call. How can I with no phone? This has put me in a dangerous situation..

    Reply

      • this has been my experience. My friend was given a ZTE android by Assurance and it works relatively well. At the same time I was sent a Coolpad which has been a nightmare. I called customer service and they sent me a new Coolpad. It would not connect to the service provider. I called Assurance and PLEADED with them to send me anything other then a Coolpad. They did, they sent me TWO Coolpads in the same box! Neither one of them work. They have no bars and display 1x instead of 3G and they wont activate. I’m at a loss for what to do.

        Reply

        • You might need to go around Assurance if they cannot or will not help you. How about if you find a store that sells cool pads. Take it in and ask if their tech folks can get you up and running.

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  91. The above number is an add for a lifeline alert system. When you press 6 as instructed the recording says ‘good-bye’ and ends the call.

    Reply

    • We’re not sure what you’re talking about, Gayle. All the numbers in this article are correct and are answered by either the FCC or the USAC.

      Reply

  92. I’ve gotten two Assurance Wireless phone that were broken. They keep spinning me around and lying to me, and they sent me two broken phones in a row, burning up the 250 allotted minutes in the process. I’m disabled and have no other way to receive calls.

    Reply

    • Sorry you’re having so many problems, Randy. We would advise you to call your service provider again, ask for a supervisor, explain your issue and tell that person that you will report them to the Federal Communications Commission and your state public utility commission if you do not receive a working phone. That usually gets their attention. Make sure you read the article above so you sound knowledgable.

      Reply

  93. i called the whistleblower number because i feel at&t of michigan is trying to keep the money for the lifeline phone discount from the disabled and elderly by making it very difficult for them to send in enough proof, in time for the discount so at&t gets to keep the money for themselves. I asked for a supervisor and was told there wasnt one there, then they werent available and then they would call back, but they didnt. I am very upset that the lifeline discount is in the hands of at&t!!!!

    Reply

  94. I have a complaint that I’m sure as all the people who receive the free government phones. How do you expect 350 minutes to last us for an entire month when we have several calls to make to doctor appointments, medical transportation, pharmacy’s, sometimes Medicare or social security when there is an issue and you are on hold a half hour to 45 minutes and then another half hour to an hour to resolve your problem? I’ve been on the phone with safelink wireless for 2 hours alone just to solve a problem I was having with my phone, and I have to use my neighbor’s phone every single week to make important phone calls to deal with whatever needed that cannot be done online. We need more minutes!!!!!!!

    Reply

      • I didn’t read anything about 1,000 minutes only 500 and about internet which I’m not even interested in. Why can’t we at least be able to call 1800 numbers without using our minutes? That would be so very helpful because even my doctor offices and pharmacy has 1800 numbers.

        Reply

        • Good catch, Sherry. We should have said 500, not 1000.
          You second point is also an interesting one because no one has ever made it before. That would be very helpful.

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          • I did not read anything about additional minutes… Wrong link? If you can point me in that direction that would be much appreciated

            Thanks in advance
            Steve

          • Not sure what you were reading, Steve, because the link takes you to an article about the new Lifeline Broadband program, which offers more minutes (unless, of course, you’re in a state like California, Oklahoma or Alaska which all offer far more minutes). It’s also possible that you’re one of the lucky few who already get 500 or more minutes per month.

  95. My husband hasn’t gotten his mintues for March and he had to call January and February to get his mintues. This seems to be a racket. We have been paying for mintues out of our pocket so they get money from us and the government. This needs to be investigated.
    Calling them is a nightmare!!!!

    Reply

  96. I have not received my minutes for the month of February. I have 6 different phone numbers that I call every day sometimes twice daily. I keep getting the same run around no matter how much I call. I get transferred from one person to another and they all tell me to press #2. I was told that I was cancelled because I did not re-certify. I did not know that I had to re-certify and that according to the paperwork that I have, I am supposed to be notified when it is time to re-certify, I was not notified. All paper work has been filled out. But,, they keep telling me there is something else wrong but no one can tell me what it is. Every person that I have talked to has a foreign accent.. Some times I am put on hold but no one ever answers. Twice my lifeline phone went dead because of waiting for some one to answer the phone. Can you tell me what I can do to get my minutes back? First I was told it would take 48 hours to be approved and now I am told that it could take 7 to 10 days. I have been with Safe Link since 2011.

    Reply

  97. my mother phone was disconnected and my mother does qualify for her services. however i was told that tag mobile disconnected it by mistake and they reinstated. saturday again they disconneceted it and i was told that she got denied i dont understand how she can be denied if she is lowincome if you can please help us out thank you

    Reply

  98. I received a Coolpad cellphone earlier in the month of May. The second day I had the phone, it locked up. I can’t get it to do anything. Also, the area code for the phone is different from the area code I currently live in. The cell number is: 510-551****.

    Is it possible that I can get the phone replaced with the correct area code?

    Reply

    • Good Luck on that !!!! I’ve been with Safelink for many years and also straightalk. We only have one “area code” in Maine, but the next 3 digits are all long distance for me. So anyone (even in the same city as me) when they call me (some people still have landlines, not many, but there are a few that I know) they have to pay long distance charges on top of my deduction of minutes !!! Safelink is a freakin’ nightmare. Their phones are JUNK. This last one I got was an Acutel and the calendar doesn’t even allow you to set up appts. on it ! All it does is bring up the calendar and you can choose to go to a certain day, but that’s it ! How stooopid is that ?! I was on the phone with Tech support (the number SPECIFICALLY FOR TECH SUPPORT) which I had to jump through hoops (5 different prompts to get to them) to try and get a replacement phone because my battery no longer holds a charge and the charger itself either the metal piece that plugs into the phone or the wires themselves by the plug are broken, because it won’t stay connected to charge the phone. It took me an HOUR AND A HALF (3 different people). 1st guy was going to check to see if I qualified for an upgrade and left me on hold for 20 mins (which I was on a friend’s safelink phone), so I hung up and called back, 2nd guy (and they are always foreign with such strong accents I have to have them keep repeating themselves because of the communication barrier) told me I was NOT eligible for a different phone and that he had to troubleshoot with me some stuff before he could send me a new phone ?!?! WTF. I said to him, Look, I took out the battery and put it back in, did a cold reboot and what do you want me to do take the charger apart and solder it back together ???? This was ridiculous !!! So, I asked to speak with his supervisor, who was almost as difficult to understand. I sat on the phone with her for over an hour (she was running tests on my phone I guess, sent me a text. I had it set so it would beep when it was connected and disconnected from charging and let her hear the beeping and explained that I had to get it just right in order for it to stay charging and even then, it would just beep out of the blue and I would have to screw around with it again… THEN, she had me go to “CODE ENTRY MODE” to put some codes in (PLEASE ASK THEM WHY IF THEY EVER DO THIS WITH YOU, I WISH I HAD). Which I did, not knowing any better. She said that she would send me another phone to return the one I had back within 30 days and we ended the conversation. I put the phone on airplane mode because it helps save power. The next time I went to use it, she had disabled my sim card. So, now my phone is not useable at all ! I am PISSED OFF !!! But I don’t have a phone to call back and frankly I don’t have the patience to call again. They better hope when I get the new phone they get it activated lickity split, because I’ve had it take up to 45 mins for them to do just that before. :: NOT IMPRESSED AT ALL ::

      Reply