David G.
Unbelievably Awful Support--Agents will GHOST you!
Over the phone, 4 out of 5 stars. But FORGET online support. They turned off my phone 5 days ago without notification, neither by text or email. Just today, a tech on the phone explained, after checking my number that I'd been using up until Friday, that they removed my account LAST YEAR! Again, without any notifciation. He said the system took all this time to catch up to me. ROTF! The online agents don't seem to pay attention to what you write in chat. The agents I chatted with over two days kept telling me to call customer service for a new Verizon sim card since they switched AFTER I had already informed them several times that I did not have access to a phone at all. Another Safelink agent kept telling me over and over I should just go to Walmart after I had plainly told him/her that they had no compatible sim cards for sale. I had told that person three times!! Terrible agent. No one I spoke with at Walmart knew a Verizon Tracfone-compatible sim card even existed. I guess Safelink didn't notify them either! One nice lady went through every card in the drawer and not one of them was Tracfone Verizon compatible. I know, too many exclamation points. Well, there's going to be a lot more! I guess it's the nature of a LOT of people who work online support jobs that they only care about the templates they've been provided. They can't hold a normal conversation. Edit: May 27, 2023 Okay, just had the worst CS experience with this company I have ever had. I received my new Verizon sim card (paid for fast delivery) and had a simple two-part question that one agent kept ignoring after I asked and rephrased the question several times. What 2 numbers does the sim card number start with, and which of the three rows of numbers started the sim number? I have brain damage so have a lot of difficulty thinking. I always make sure to inform every agent I chat with. This was no exception. After the agent kept ignoring my two-part question, instead answering questions I hadn't asked at all, I asked for a supervisor. Of course, this moron told me to call customer support after telling them AGAIN that I didn't have access to a working phone. I asked for a supervisor 3 more times and the agent just GHOSTED me. So I got another agent. This one immediately answered my question. Oh, good! Finally, someone who is actually helpful! But things went downhill really quickly. After some back-and-forth instructions, the agent told me they had sent a text message with a special code, and to please provide it for them. I told them my phone did not have service, therefore I could not receive the message. The agent said to just put in the old sim card. Okay, I realized that's how they work, so I put in my old sim card to get their support text. The phone auto rebooted when I did. When I told the agent the phone was rebooting, the agent declared "Perfect!" and promptly left the chat. WHAT?? Lunch break or something. An hour later, still no reply. Regarding the text messages I received, the first one was a long paragraph saying to transfer my service I will need a new plan, blah blah blah. Then a second message popped up saying "Sorry, this service is not available for your service plan" Of course not, it was the old sim card. Then I got another copy of the FIRST message! Then several minutes later, I finally got a message saying, "Your Tracphone authentication code is blah blah blah and is valid for ONLY 10 minutes." That was MORE than 10 minutes later!!! These chat support people are often incredibly rude or utterly obtuse. They don't respect poor people who depend on the Affordable Care Act, I guess. So little empathy, they'd gleefully kick a kitten through a fan! So I am now forced to go to a paid service, on a fixed income no less. Fortunately, Mint Mobile just signed me up at a FIXED rate of $15 a month because I'm 55. I'm already struggling with depression, and Safelink made it SO MUCH WORSE this week!! I was born with a lot of disabilities. But I've also had physical brain damage, plus I've been suffering from massive brain swelling for years from hydrocephalus. Finally, getting surgery to relieve the pressure. BTW, this took me about 5 hours to write, as I have a lot of trouble typing out just one word over 3 letters. That's how bad things are. Thank goodness for Grammarly! It was still a huge struggle. But there are lots of people worse off than me, and I hope to god none of them have to put up with the DARK SIDE of Safelink's support.