A less than pleasant situation

Thank you for taking a look.

If you are a hasty, intolerant or impatient person, stop reading now.

Im an old person, I swear a lot, I’m cranky and unpleasant, I’m extremely negative, my opinions are always violently expressed.  so if you can only tolerate someone that is the slickening fake “PC”, stop reading now.

Please only respond if you have practical, constructive, specific help to offer.  I badly need the contacts back from this phone.

Android cell phone, Alcatel Raven, I cannot remember the letters and number of the model number, issued via the Safelink Wireless program, aka Obamaphone.

Previously no recent issues with the phone. Phone call recording software was pestering me with “almost full” messages.  I connected the phone as usual to my PC via USB, to move the photos and voice recordings to the PC. This appeared to work, but the “full” nags never went away.  

Then one day strange things happened. Suddenly I could not access the internet, specifically google or the Play Store for Apps.

   I hooked up the phone to the PC via USB cable and it showed solid red,totally full storage capacity. I tried moving every single thing off the phone onto the pc, and the status stayed “full” on the phone.

I removed dozens of Apps, in fact every single optional app.  The phone still showed up as “no room, storage full”.

 I happen to be older, age 59, live on disability for mental illness: anxiety, depression and BPD.   So I do not cope well with frustration.  The more stressed I become, the more likely it is that I will do something impulsive and destructive. That is what happened here.

I went through at least twenty techs, all hanging up on me or terminating chat, until one told me that taking the a battery out would fix everything.

I have had this service for many years, maybe ten at this point, my memory for things is extremely bad.  The point is, with me, if I do not do something every day, I will forget it.

I find usernames and passwords extremely irritating, and where I can do so, I just reuse the same username and password, because I cannot remember junk like that.  Sigh…but I’m wandering from the main point. Please undertand, I am extremely upset.

I went through about twenty techs either hanging up on me or disconnecting chat.  Ultimately tech had me remove the battery, without warning me first to back it up.

Now, I have no idea how to back up a phone. I barely know how to use a cell phone. I hate them.  I’ve never done anything but what makes sense to me, connect a physical cable and move info from phone to PC.

After removing battery, tech says, wait up to one hour, it will fix everything.  Well that was a lie. Thirteen hours later, it still shows an extremely dark screen. Blue page says Welcome with a Yellow button Lets Go. 

 Ultimately this leads to a page that says two choices. “Bring your data from….” and then “A backup from the cloud, sign in with your username and password.”   and   “An Iphone Device”. 

The first option leads to a page saying   “Google Verify Your Account with your google account.  This device was reset. To continue, sign in with a Google Account that was previously synched on this device”

Well, “synched” might as well be japanese to me.  I have ZERO idea what any of that gibberish means.  If the phone was supposed to protect me, which it should, why make it a complex or confusing process?  

I might have a google account, I have no idea.   I despise Gmail, it  is super confusing and non intuitive. But I use YouTube and have an Amazon Prime account, no idea if those facts are helpful clues.

  I remember many times coming across things like “We are the SUPER BULLIES, sign in and merge all your stuff, or die” and I said F**** OFF. so, maybe I have this “google account” thing, maybe I don’t , I have zero clue, and I have no idea how to find out if I have it or not.  Everything now is “linked” to a phone number for finding it, and I change my phone number like changing my socks, and never remember the old ones.

I have about literally thirty yahoo email accounts, have to keep trying to dodge spam and scams.  I have changed my cell phone number at least eight times in the past year, trying to dodge RoboCalls.

I can’t even make a phone call from my own phone now. Things went from Broken to Destroyed.

  The “email yourself a transcript of this chat” thing on Safelink.com is deliberately broken, so most of the thirty hour of chat is gone.  Here is some of it:  

Thank you for visiting SafeLink today. How may I help you?

Miguel: Thank you for visiting SafeLink Wireless.

You: You: Thank you for visiting SafeLink today. How may I help you?You: You: E.

M. 301 755 7xxx 5xxx Conn. Ave. NW apt 8xx Washington DC 20015. Yesterday my phone was saying it had no more storage space, even though I moved off huge amounts of Apps and things such as music and photos, the phone kept saying it had zero storage. Also, Suddenly it would not access Google or the Play Store, for no reason. Your tech had me lose all my data and told me that it would take up to one hour after putting the battery back in for the phone to completely return to normal. Now, the phone is so dark it almost can’t be read at all. All I can see or access is a blue page with Welcome at the top, and below a yellow box saying Lets Go. Incoming calls have been received, but there are no buttons to get to things as basic as the keypad to MAKE a call. Also, how do I get my hundreds of phone contacts back? I am very angry.Guillermo: Thank you for visiting SafeLink Wireless.Guillermo: Hi E,.You: Last 4 of IMEI 4421, ICCID 2766Guillermo: I’m sorry to hear that.Guillermo: Do you have an alternate number available in case we have to schedule a call back?You: No, this is the only call I have. Why can’t you put that fact into the database, so I don’t have to keep answering the same questions over and over with every new tech callGuillermo: Hello E! It looks like you’ve been inactive for a while. Are you still there? I will wait on the line for you to respond back so I can continue assisting you.You: This is my only phone. I am extremely stressed by your tech erasing all my contacts and making it impossible for me to place calls.Guillermo: What is the phone number?You: 3017557931Guillermo: I cannot put that on the “database”. Also this is not a call.You: Great. Way to be proactive.Guillermo: Turn the device off and back on. Let me know what is the first thing you see when it come back on.You: ok, but it usually takes a very long time to turn back on.Guillermo: Okay.You: It turned on and looks exactly the same as I just described.Guillermo: We can try doing a hard factory data reset.You: That is what caused the current problems, doing that.Guillermo: I understand.You: You know, you’re really pushy when I delay for even five seconds, but you take your time answering meRyan: Good morning. Thank you for visiting SafeLink Wireless.Ryan: Hi Valued Customer.Ryan: Hi E.You: You: E. M, 3xx 7xx 7931 5xx Conn. Ave. NW apt 8xx Washington DC 20015. Yesterday my phone was saying it had no more storage space, even though I moved off huge amounts of Apps and things such as music and photos, the phone kept saying it had zero storage. Also, Suddenly it would not access Google or the Play Store, for no reason. Your tech had me lose all my data and told me that it would take up to one hour after putting the battery back in for the phone to completely return to normal. Now, the phone is so dark it almost can’t be read at all. All I can see or access is a blue page with Welcome at the top, and below a yellow box saying Lets Go. Incoming calls have been received, but there are no buttons to get to things as basic as the keypad to MAKE a call. Also, how do I get my hundreds of phone contacts back? I am very angry.Guillermo: Thank you for visiting SafeLink Wireless.Guillermo: Hi E, .You: Last 4 of IMEI 4421, ICCID 2766Guillermo: I’m sorry to hear that.Guillermo: Do you have an alternate number available in case we have to schedule a call back?You: No, this is the only call I have. Why can’t you put that fact into the database, so I don’t have to keep answering the same questions over and over with every new tech callGuillermo: Hello E, ! It looks like you’ve been inactive for a while. Are you still there? I will wait on the line for you to respond back so I can continue assisting you.You: This is my only phone. I am extremely stressed by your tech erasing all my contacts and making it impossible for me to place calls.Guillermo: What is the phone number?You: 3017557931Guillermo: I cannot put that on the “database”. Also this is not a call.You: Great. Way to be proactive.Guillermo: Turn the device off and back on. Let me know what is the first thing you see when it come back on.You: ok, but it usually takes a very long time to turn back on.Guillermo: Okay.You: It turned on and looks exactly the same as I just described.Guillermo: We can try doing a hard factory data reset.You: That is what caused the current problems, doing that.Guillermo: I understand.You: You know, you’re really pushy when I delay for even five seconds, but you take your time answering meRyan: I’m glad that you have reached us. I’m sorry to hear the inconvenience that caused you right now, this could befrustrating on your end. If I am on that position, I will feel the same. Do not worry, we will check this for you.Ryan: Before we proceed, may I ask if you have an alternate phone number? So I can set up a callback, in case we got disconnected.You: no other numberRyan: I apologize for any inconvenience you have experienced due to this issue.Ryan: Let me pull up the account. One moment, please.Ryan: Do you have the phone with you?You: yesRyan: Please provide the SIM card number. I cannot search the information.You: Did you bother to read what I sent? You: E. M. 301 7xx7xx 5xxx Conn. Ave. NW apt 8xx Washington DC 20015. Yesterday my phone was saying it had no more storage space, even though I moved off huge amounts of Apps and things such as music and photos, the phone kept saying it had zero storage. Also, Suddenly it would not access Google or the Play Store, for no reason. Your tech had me lose all my data and told me that it would take up to one hour after putting the battery back in for the phone to completely return to normal. Now, the phone is so dark it almost can’t be read at all. All I can see or access is a blue page with Welcome at the top, and below a yellow box saying Lets Go. Incoming calls have been received, but there are no buttons to get to things as basic as the keypad to MAKE a call. Also, how do I get my hundreds of phone contacts back? I am very angry.Guillermo: Thank you for visiting SafeLink Wireless.Guillermo: Hi E. You: Last 4 of IMEI 4421, ICCID 2766Guillermo: I’m sorry to hear that.Guillermo: Do you have an alternate number available in case we have to schedule a call back?You: No, this is the only call I have. Why can’t you put that fact into the database, so I don’t have to keep answering the same questions over and over with every new tech callGuillermo: Hello E/ ! It looks like you’ve been inactive for a while. Are you still there? I will wait on the line for you to respond back so I can continue assisting you.You: This is my only phone. I am extremely stressed by your tech erasing all my contacts and making it impossible for me to place calls.Guillermo: What is the phone number?You: 3017557931Guillermo: I cannot put that on the “database”. Also this is not a call.You: Great. Way to be proactive.Guillermo: Turn the device off and back on. Let me know what is the first thing you see when it come back on.You: ok, but it usually takes a very long time to turn back on.Guillermo: Okay.You: It turned on and looks exactly the same as I just described.Guillermo: We can try doing a hard factory data reset.You: That is what caused the current problems, doing that.Guillermo: I understand.You: You know, you’re really pushy when I delay for even five seconds, but you take your time answering meRyan: Please provide the SIM card number. I cannot search the information.You: Last 4 of IMEI 4421, ICCID 2766Ryan: May I have the complete ICCID.Ryan: I cannot search the information.Ryan: Alright.You: I would be helpful if you paid attention. The last tech destroyed the phone NOTHING is accessible in it.Ryan: I have here the account.Ryan: I’m sorry to hear that.Ryan: I apologize for any inconvenience you have experienced due to this issue.You: Apologizing only makes me more angry. Please stop doing that, and just fix the phone.We are sorry, but the agent was disconnected, please wait for agent reconnect

Miguel: Hi E..

Miguel: No worries, I will help you with that.

Miguel: Before we proceed, do you have alternate number where I can schedule you a callback in case this chat will be disconnected?

You: no, I do not have an alternate number. Please READ carefully and completely all of the information I have already sent.

Miguel: Yes.

Miguel: Do you have the phone right now?

You: yes

Miguel: Thank you.

Miguel: The messag indicate is need you uninstall some couple of application on your phone.

You: Could you please rephrase that? It makes no sense.

Miguel: You need to uninstall some application on your phone.

You: OK, that sounds really strange. First, please confirm that you have read and understood every single word of what I first sent to you as a message. After that, explain how exactly to “uninstall some application”.

Miguel: Press and hold the application and drag in it on oa trash or X buttton.

You: Please answer this question: Have you read and understood the first thing I sent, describing the situation?

Miguel: Yes.

Miguel: Also I will help you to set up your phone.

Miguel: Now press the let’s go button and then choose englist language.

You: What part of “the only thing I can see is a blue screen saying WELCOME with Lets Go in a yellow box below” did you not understand?

Miguel: I;m just trying to explain, I’m sorry. Now press that let’s go button.

You: There is not any option to choose a language. The screen is VERY DARK, so that is a problem. All I see is Cellular Data, and two checkboxes, Data Enabled and Data Roaming

Miguel: Do you see a skip button?

You: I do not see any button labeled “Skip”. At the bottom is a NEXT button

Miguel: Press that NEXt button.

You: ok, now what?

You: It says copy your data, and set up as new

Miguel: If you you will use copy your data you shoul have the gmail account or if you want to set the phone as new you will have your new email address.

You: Your grammar and sentence structure are very strange. I cannot understand you. Please use correct AMERICAN English sentence structure and grammar. I do not understand what you just sent.

Miguel: I’m sorry.

Miguel: Choose copy your data and then sign in your gmail account.

You: Thank you, that is what I needed.

Miguel: You’re welcome.

You: I never use Gmail. I am sure I have a gmail account, I think Amazon forced me to get one, but I have no idea what the account username or password would be. However, this is really vital. I do want to restore all of the contacts and other stored items that the previous tech rep erased. Can this restore step be taken later, and if so, exactly how?

You: Is there any way at your end to look up what gmail address this phone’s backup is associated with?

Miguel: Yes, you choose the other option to set up the phone as new.

Miguel: Also if there is NOT NOW or SKIP button press that.

You: No, this sounds unsafe. I need to hear from you FOR CERTAIN that if I got to Set Up As New that I can still later restore all the lost data.

You: typo, meant to type “go to” not “got to”.

You: There is not any “not now” option on screen

Miguel: You can only restore your data such as pictures music or files if you have back it up on your gmail account.

You: Yes, I understand that. You are not understanding my question. I want to know, if I don’t do this now, can I do it later, FOR CERTAIN?

Miguel: Yes, you can that later on.

You: what would be the steps to do that?

Miguel: You are going to go to settings then go to account and sign in on your Gmail account.

You: Also, please answer: you have access to my records. You can see what I signed up with. Tell me the name of the gmail account I used when I registered the phone.

Miguel: We do not have option to see or to check your pesonal information such as gmail and password.

 

 

You: Thank you for visiting SafeLink today. How may I help you?You: You: E.. 3 7xx 7×31 54xx Conn. Ave. NW apt 8xx Washington DC 20015. I have the phone with me, and I do NOT have any alternative number to contact me or call me. Yesterday my phone was saying it had no more storage space, even though I moved off huge amounts of Apps and things such as music and photos, the phone kept saying it had zero storage. Also, Suddenly it would not access Google or the Play Store, for no reason. Your tech had me lose all my data and told me that it would take up to one hour after putting the battery back in for the phone to completely return to normal. Now, the phone is so dark it almost can’t be read at all. All I can see or access is a blue page with Welcome at the top, and below a yellow box saying Lets Go. Incoming calls have been received, but there are no buttons to get to things as basic as the keypad to MAKE a call. Also, how do I get my hundreds of phone contacts back? I am very angry.Guillermo: Thank you for visiting SafeLink Wireless.Guillermo: Hi E.You: Last 4 of IMEI 4421, ICCID 2766Guillermo: I’m sorry to hear that.Guillermo: Do you have an alternate number available in case we have to schedule a call back?You: No, this is the only call I have. Why can’t you put that fact into the database, so I don’t have to keep answering the same questions over and over with every new tech callGuillermo: Hello E! It looks like you’ve been inactive for a while. Are you still there? I will wait on the line for you to respond back so I can continue assisting you.You: This is my only phone. I am extremely stressed by your tech erasing all my contacts and making it impossible for me to place calls.Guillermo: What is the phone number?You: 3017557931Guillermo: I cannot put that on the “database”. Also this is not a call.You: Great. Way to be proactive.Guillermo: Turn the device off and back on. Let me know what is the first thing you see when it come back on.You: ok, but it usually takes a very long time to turn back on.Guillermo: Okay.You: It turned on and looks exactly the same as I just described.Guillermo: We can try doing a hard factory data reset.You: That is what caused the current problems, doing that.Guillermo: I understand.You: You know, you’re really pushy when I delay for even five seconds, but you take your time answering meRyan: Good morning. Thank you for visiting SafeLink Wireless.Ryan: Hi Valued Customer.Ryan: Hi E.You: You: E. M 301 755 7xxx 5xxx Conn. Ave. NW apt 8xx Washington DC 20015. Yesterday my phone was saying it had no more storage space, even though I moved off huge amounts of Apps and things such as music and photos, the phone kept saying it had zero storage. Also, Suddenly it would not access Google or the Play Store, for no reason. Your tech had me lose all my data and told me that it would take up to one hour after putting the battery back in for the phone to completely return to normal. Now, the phone is so dark it almost can’t be read at all. All I can see or access is a blue page with Welcome at the top, and below a yellow box saying Lets Go. Incoming calls have been received, but there are no buttons to get to things as basic as the keypad to MAKE a call. Also, how do I get my hundreds of phone contacts back? I am very angry.Guillermo: Thank you for visiting SafeLink Wireless.Guillermo: Hi Exxx.You: Last 4 of IMEI 4421, ICCID 2766Guillermo: I’m sorry to hear that.Guillermo: Do you have an alternate number available in case we have to schedule a call back?You: No, this is the only call I have. Why can’t you put that fact into the database, so I don’t have to keep answering the same questions over and over with every new tech callGuillermo: Hello E.! It looks like you’ve been inactive for a while. Are you still there? I will wait on the line for you to respond back so I can continue assisting you.You: This is my only phone. I am extremely stressed by your tech erasing all my contacts and making it impossible for me to place calls.Guillermo: What is the phone number?You: 3017557931Guillermo: I cannot put that on the “database”. Also this is not a call.You: Great. Way to be proactive.Guillermo: Turn the device off and back on. Let me know what is the first thing you see when it come back on.You: ok, but it usually takes a very long time to turn back on.Guillermo: Okay.You: It turned on and looks exactly the same as I just described.Guillermo: We can try doing a hard factory data reset.You: That is what caused the current problems, doing that.Guillermo: I understand.You: You know, you’re really pushy when I delay for even five seconds, but you take your time answering meRyan: I’m glad that you have reached us. I’m sorry to hear the inconvenience that caused you right now, this could befrustrating on your end. If I am on that position, I will feel the same. Do not worry, we will check this for you.Ryan: Before we proceed, may I ask if you have an alternate phone number? So I can set up a callback, in case we got disconnected.You: no other numberRyan: I apologize for any inconvenience you have experienced due to this issue.Ryan: Let me pull up the account. One moment, please.Ryan: Do you have the phone with you?You: yesRyan: Please provide the SIM card number. I cannot search the information.You: Did you bother to read what I sent? You: E.M. 301 755 7xxx 5xxx Conn. Ave. NW apt 8xxWashington DC 20015. Yesterday my phone was saying it had no more storage space, even though I moved off huge amounts of Apps and things such as music and photos, the phone kept saying it had zero storage. Also, Suddenly it would not access Google or the Play Store, for no reason. Your tech had me lose all my data and told me that it would take up to one hour after putting the battery back in for the phone to completely return to normal. Now, the phone is so dark it almost can’t be read at all. All I can see or access is a blue page with Welcome at the top, and below a yellow box saying Lets Go. Incoming calls have been received, but there are no buttons to get to things as basic as the keypad to MAKE a call. Also, how do I get my hundreds of phone contacts back? I am very angry.Guillermo: Thank you for visiting SafeLink Wireless.Guillermo: Hi Evan.You: Last 4 of IMEI 4421, ICCID 2766Guillermo: I’m sorry to hear that.Guillermo: Do you have an alternate number available in case we have to schedule a call back?You: No, this is the only call I have. Why can’t you put that fact into the database, so I don’t have to keep answering the same questions over and over with every new tech callGuillermo: Hello Evan! It looks like you’ve been inactive for a while. Are you still there? I will wait on the line for you to respond back so I can continue assisting you.You: This is my only phone. I am extremely stressed by your tech erasing all my contacts and making it impossible for me to place calls.Guillermo: What is the phone number?You: 3017557931Guillermo: I cannot put that on the “database”. Also this is not a call.You: Great. Way to be proactive.Guillermo: Turn the device off and back on. Let me know what is the first thing you see when it come back on.You: ok, but it usually takes a very long time to turn back on.Guillermo: Okay.You: It turned on and looks exactly the same as I just described.Guillermo: We can try doing a hard factory data reset.You: That is what caused the current problems, doing that.Guillermo: I understand.You: You know, you’re really pushy when I delay for even five seconds, but you take your time answering meRyan: Please provide the SIM card number. I cannot search the information.You: Last 4 of IMEI 4421, ICCID 2766Ryan: May I have the complete ICCID.Ryan: I cannot search the information.Ryan: Alright.You: I would be helpful if you paid attention. The last tech destroyed the phone NOTHING is accessible in it.Ryan: I have here the account.Ryan: I’m sorry to hear that.Ryan: I apologize for any inconvenience you have experienced due to this issue.You: Apologizing only makes me more angry. Please stop doing that, and just fix the phone.We are sorry, but the agent was disconnected, please wait for agent reconnect

 

 

 

 

 

 

 

 

 

 

 

 

 

 

You: E.M .phone number XX 55 7×31, I have the phone with me, and I do not have any alternate phone number. 5415 Connecticut Ave. NW apt 828 washington DC 20015

Thank you for contacting SafeLink. Our hours of operation are Monday-Sunday 8am to 11:45pm. If you receive this message during normal operation hours, our chat agents are helping other customers. Your position is 2 in the queue. Your wait time will be approximately 10 minute(s).

Francisco: Thank you for visiting SafeLink Wireless.

Francisco: Hi Evan.

Francisco: Thank you for the information.

Francisco: How can I help you?

Francisco: Hello Evan! It looks like you have been inactive on this chat for a while. Are you still there? I will wait on the line for you to respond back so I can continue assisting you.

You: Windowsxxxxx@Yahoo is my email contact. The phone suddenly said it has no more storage, even after I removed many things. The phone also stopped being able to connect to the internet. Ultimately a tech rep ruined the phone even more by having me take the battery out. This has wiped out all my data and contacts. Fortunately, there appears to be a step saying I can recover this through the cloud. However, I never use gmail, and have no idea what gmail address I might have created years ago to backup this phone. Are backups automatic? If not, this would be a waste of effort. It has been many years since I signed up. I have no clue what my registration number is. The other option to get into my online account, whihc

You: Please do not harass me. This is a complex issue, and it takes a lot of time to type this all out.

Francisco: I’m sorry to hear that.

Francisco: I only needed to make sure you were still here.

Francisco: Please continue with your explanation.

You: As I was saying, I need to know if backup to the cloud is automatic or not. If it is, I need to know if the gmail address I used when I signed up for this is going to be accessible via the Online Account page. When I try to use “Personal Information” to get in, it keeps rejecting me saying “multiple accounts detected”

Francisco: Unfortunately, that will be information that we do not have available since it is a procedure by Google.

You: Ok, lets make this simple. One question at a time. Is backup to the cloud automatic, or do safelink customers have to backup manually?

Francisco: Unfortunately, as I mentioned above, that is a procedure setup by Google so the information is not available on the system.

You: Ok, then next question. If I get into my online Safelink Account, is that going to include this detail: the gmail address I used for backup when I enrolled. Yes or no.

Francisco: No. Your SafeLink Wireless account will not show that information.

You: Ok, I may need to get into it in the future anyway. Currently it keeps preventing me from getting in with my personal information, error message is “multiple accounts”. How do I get in?

Francisco: Before I answer your question, are you referring to the Google account or the SafeLink Wireless account?

You: Safelink account. I am just repeating what I said earlier.

Francisco: I understand your concern.

Francisco: Are you trying to log into the online account directly from our website or are you trying to log in from the application?

You: I am on a PC trying to get into the website. Since I told you that the phone is not working, how could I be using an application?

Francisco: I was asking you about this because we do not offer the option to log into the online account directly from our website. You can only log in using the application.

Francisco: That is why you are getting an error message.

You: Ok, hold on while I look again.

Francisco: I am sorry, but may I ask what will you look for?

You: When you say “application” are you referring to accessing the account info using a cell phone?

Francisco: Correct. You can only log into the online account directly from the application using a phone.

You: Ok, I will need you to be patient for two minutes while I check something and not harass me with “are you there” messages.

Francisco: Sure. Go ahead.

You: https://www.safelinkwireless.com/Enrollment/Safelink/en/Web/www/default/index.html#!/login THIS IS AN ONLINE SIGN IN PAGE TO ACCESS CLIENT ACCOUNTS

Francisco: As I mentioned above, we do not offer the option to log into the online account directly from our website. You can only log in using the application.

You: Did you bother to look at the link? I have it right on my screen. The website DOES have an access account page.

Francisco: I understand that the website does have an access account page. However, it will not work since you can only log into your online account using the application.

You: Let’s take things one step at a time. First, please have the good manners and respect to answer my questions. Again, DID YOU LOOK AT THE LINK I SENT, or not?

Francisco: No, I did not.

You: Could you do that, please, so that we are looking at and talking about the exact same thing?

Francisco: Unfortunately, no since I am not required to do it.

You: That makes no sense. Please explain.

Francisco: I understand. Sure.

Francisco: You can only log into your online account directly from the application on a phone. That is why I am not required and it is not necessary for me to go to the link you sent me.

You: The reason I ask you to look at the link is so that we are literally talking about the same thing, so that clear communication can happen. Clearly, the website DOES have a page allowing users to log into their account. It would make no sense for there to be a log on page if it were only possible to access an account via a phone. Do you understand the logic here?

Francisco: Yes, I do. However, as I mentioned above, you can only log into your online account using the application on a phone.

You: Ok, then please explain why they website has a page for users to log into their accounts on the website.

Francisco: Because we used to offer the option to log into the online account from our website. However, that option is not available anymore.

You: Then why is it still active and up on the website? I am able to type info into it, and it responds. Nothing pops up saying “this utility no longer available”

Francisco: Because the website has not been updated yet. We already reported that customers are still able to see the option there and we are waiting for the website to be updated.

You: And when was this work started?

Francisco: Unfortunately, we do not have that information available.

Francisco: That information is handled by an internal department in charge of the website.

You: And why didn’t you tell me from the very beginning, “That appears on the website, but it is currently being removed and is not functional”?

Francisco: Because it was not necessary since I explained that you can only log into your online account directly from the application.

You: Which you knew made no logical sense, since I told you multiple times and even showed you a link to the page to sign in online. You just very rudely said “I’m not required” instead of “Yes, we know that page is there, but it is not functional, it is in the process of being updated”. Instead what you did was keep repeating something useless. You knew I had no access to any other phone, you knew my current phone was not functioning, so telling me “you can only access the account with the App” is very hostile. How about saying “Until the sign in page is updated on the website, the only option is the App”. Instead, you’ve been very rude, very passive-aggessive and unhelpful.

Francisco: Sorry if you felt that I was rude. I did not mean to.

Francisco: I apologize for any inconvenience you have experienced due to this issue.

Francisco: Is there anything else that I can assist you with?

You: Yes, why is the “email transcript of chat” button here not working?

Francisco: Unfortunately, I do not have that information available. However, I will report it. In case it is a general problem, we will try to fix it as soon as possible.

You: When will the online sign in page be functional again?

Francisco: Unfortunately, it will not be functional again. We only offer the option to log into your online account directly from the application.

You: That makes no sense. If a phone is not working, as mine is not, and a customer needs to access their account, why would the ability to access it on the web page be removed?

Francisco: Unfortunately, it was a procedure setup by the company.

Francisco: Sorry for the inconvenience.

You: What company, exactly?

Francisco: SafeLink Wireless.

You: That makes no sense, that is horrible. I’m posting this chat transcript in as many places as I can online to expose this insanity.