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LifeLine Account Access Issue

I have been working in the tech industry for over 25 years...even worked as a sales consultant for a major wireless service provider, so I have seen it all...on both sides of tons of issues. The issue going on with me is that: my mother has a lifeline account that's through SafeLink wireless. You will probably thinking what does that have to do with Verizon well let me explain. When a SafeLink customer goes to sign in they are redirected to none other than TracFone wireless but when you go to sign in to track phone wireless account it redirects you to Verizon wireless account when you call their customer service number it will not let you talk to a customer representative unless you input a number. After inputting the LifeLink number, it redirects me to a foreign speaking person that you cannot understand with no options to change the language. I even tried selecting random digits with hopes it would result in something, it does not. Then hangs up when you cannot correspond with them I've tried other ways but here is no way to speak with a customer representative without a prepaid number. So I proceed to go into a Verizon store to see if they can help me. I walk in and and start to explain what I'm there for and the gentleman tells me no they cannot help me that I must contact customer service which I cannot do. Any suggestions on how to resolve this access issue would be appreciated.

Comments

ncondon1

I have been having similar issues with customer service. I have spent upwards of 10 hours on the phone with the customer service line to resolve a matter where we have been overbilled for devices we did not receive for almost a year now. I've spoken to multiple people who all said it was being taken care of, with no resolution found. I was able to find an account manager based in the US but who was outside of my region, who was unable to help BUT did provide me with the account manager of my region. I have emailed that account manager multiple times and have yet to receive any response or even evidence that they have read the email. I need an account rep to reach out to us ASAP in order to resolve this.

bell239

Do you think Verizon wireless with Lifeline Discount Plan

danbyers2

I'm sorry, was that a question or a statement?

bell239

I think VZW without Lifeline Discount, why did you go to Verizon store with Safeline or Tracphone

Verizon_Support

I'm sorry you were billed for device ncondon1.. was this for a business account? If not what type of account do you have?-Joe

Verizon_Support

danbyers2, I'm sorry your Mom is epxperincing that trouble. I've got my family on my plan, but can understand feeling frustrated about getting support. Based on what you shared, her account isn't directly with Verizon. As a result, she would need to consult with her carrier to get support. Some carriers may use Verizon's network as their network, but we don't have access to those accounts. I did some checking and Safelink has a Support Page here: https://support.safelinkwireless.com/en/

I'd highly recommend making use of their Customer Support, to assist with your mother's account. -John

danbyers2

My issue isn't with the service, my issue is with the Verizon branded prepaid mobile phone that is 4 years old that should have been unlocked (per Verizon 60 day unlocking declaration) by now when it clearly is not unlocked. I've called and can't get through because I'm not directly accounted with Verizon and visited a Verizon store that told me it should be unlocked BUT ITS NOT! So, please tell me what I can do about this issue?

danbyers2

SynthpopAddict

Hi, if you had a Verizon phone which was being used on another provider for some time, it must have been unlocked at some point, but if you factory reset the phone, that can cause it to re-lock again, which may not be un-doable. Another cause for this issue is if you bought a Verizon phone via a 3rd party retailer...then the issue is that the purchase of the phone was not directly tied to your Verizon account and Verizon can't vet the device history, so then the phone stays locked.

danbyers2

The phone has never been used on another carrier at any time, how could it, it's locked to the Verizon carrier. And if a phone is network unlocked, I'm not aware of anything that could reverse the network lock.

Secondly, I took the phone into a Verizon store location, and they confirmed that the phone was clean and clear. The Verizon employee even confirmed, after talking with the store manager I might add, that the phone should be unlocked and that there was no reason for it not to be.

Verizon has the power to unlock phones from within their own systems without any interaction from customers whatsoever. So, what's the deal? Why is this phone such a problem when it can be confirmed that it can be and should be by their own employees? So, sorry, but none of your reasons are valid, just rhetoric.

Again, I've worked within and around the mobile industry for many years and I'm still baffled that a problem so insignificant cannot be resolved by a billion dollar mobile company that could if they wanted to. So, why won't they?

danbyers2

Bueller? Bueller? Would a customer representative care to chime in, help me out. The customer service representatives that don't care about resolving a very simple issue? All it would take would be for me to provide the IMEI to the mobile phone (which would provide the info you'd need to see that it's clean and clear) and type in those few little numbers in to your incredibly huge network telling it to unlock the phone.. and bam...it's done. I don't understand why it has came to this. I'm literally one step away from calling corporate and trying to talk to somebody that can actually help me. SMH

danbyers2

So, you cant provided help on this simple issue? Why can't I get any help with this issue? What am I missing here?

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