After having filed a FCC complaint SafeLink finally got back to me and had my service up and running acceptably for 5 days. Today (despite having excellent connection and being able to use 611611) my service was blocked. SafeLink did not follow through with a scheduled call back (and would not answer my call, even well after the quoted wait time) This unscrupulous company is putting it's customers in danger by cutting LifeLine services that could make all the difference in emergency situations. Avoid these crooks like the plague.

The following is my original post, provided for background:

Out of curiosity I was seeing what the included phone plan entailed, but it finalized the choice with no review.

I immediately called customer service and explained that I wanted the sim only plan, and was told that it was not a problem (they would make sure I got the 25 gb plan) It was reflected (on the website) that I was indeed switched to the 25gb plan.

I was sent the phone included package anyway (customer service told me not to send it back, it was their mistake) Only the lifeline balance of 1000 minutes and 4.5gb was showing (CS said the ACP benefit would reflect in a matter of days) I then received a sim only package in the mail (CS said to disregard it since they were working on provisioning the sim from the phone included package)

In the mean time voice and data are hemorrhaging. I used the phone for less than 2 hrs (but somehow there is only 52 minutes left) I listened to Spotify for maybe 15 minutes (but there is only 2.65 gb of data left) When I explained this to customer service, the rep just kept repeating that was the correct amount of usage reflected by the system.

The My SafeLink app is unavailable, and the website has no way to view usage. The Tracfone My Account app will show usage, but not allow you to log in to use features like turn off auto refill enrollment.

Wifi calling wont provision. CS said give it a day then reboot and it would work (it still doesn't)

I have spent over 8 hrs (on a friend's phone) over a few days, talking to an endless parade of cs reps who all had me re-explain who I was and why I was calling. Every one of them placing me on a loop of brief holds of maybe 5 to 10 seconds, apologizing and then again placing on hold another 5-10 seconds continuously for about 20 minutes before they would transfer me to someone else (who would do the same thing) I can only imagine this is designed to milk the minutes of those forced to call on their limited plan.

It's been a week and my ACP benefit balance is still not reflected.

This has been the worst experience I've had with not just a phone company (but any company)