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Business Profile

U.S. Government

Affordable Connectivity Program | A Federal Communications Program|

This business is NOT BBB Accredited.

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Complaint Details

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  • Initial Complaint

    04/25/2024

    Complaint Type:
    Service or Repair Issues
    Status:
    Answered
    On 4/24 and again on 4/25, I received a text message from phone numbe* ************ stating that my ACP benefits were successfully transferred to ****** *******. Upon calling both ****** ******* and ****, they were able to confirm that my identity was not used to create an account for ACP benefits (I do not qualify for these government benefits anyways). I requested that my phone number be removed from the system and I was told that they could not remove my personal phone number from an account without account information from the person who's account it was listed. THIS IS STILL IDENTITY THEFT! I want my phone number completely removed from whatever accounts my number is listed under, as I've received a second message today stating the same thing, that my "benefits have successfully transferred."

    Business response

    08/05/2024

    August 1, 2024

    Re:   Better Business Bureau

    Complaint ID ********

    Dear Dispute Resolution Team,

    The ********* ******* ************** ******* ("****") received a letter dated April 25, 2024, with Complaint ID ******** from the Better Business Bureau ("BBB") requesting a response to a consumer complaint.

    1 After reviewing the complaint, **** has determined that the consumer's complaint is closed. Background The consumer explains she received text messages stating her Affordable Connectivity Program (ACP) benefit had been successfully transferred to ****** *******, but she never enrolled in the ACP program. 2 After speaking to **** and ****** *******, they confirmed her identity was not used to make an account or enroll in the ACP, but they were unable to remove her phone number. 3 She requests that her phone number be removed from all accounts where her number is listed.4 Response Upon review, ****'s records show that there are no associated applications or accounts in our system connected to the consumer's telephone number.

    Our records also show she is not enrolled in ACP. ****'s customer service team has spoken to the consumer and confirmed that 1 Letter from the Better Business Bureau, to **** (April 25, 2024). 2 See id. 3 See id. 4 See id. **** does not have any record of the consumer or a transfer.

    Further, the representative assured the consumer that **** does not send benefit transfer text messages. Therefore, **** considers this matter to be closed. I hope that the information provided was helpful.

    If you have any questions, please email me at *********************** . Sincerely, ******** ***** ********* ******* ******* ****

  • Initial Complaint

    01/11/2024

    Complaint Type:
    Service or Repair Issues
    Status:
    Answered
    I applied for the $30/month discount for internet through the Affordable Connectivity Program because I am receiving government assistance. I uploaded my benefit letter which contained all of the required information that was stated on their website. The requirements are: Your name, or your dependent’s name, The name of the qualifying program, The name of the government or Tribal agency that issued the document, An issued date within the last 12 months or a future expiration date. My document got rejected and ACP states they now need an eligible period date. So I sent that document and it also got rejected. Now they want the name of the program administrator. None of these requirements are stated on their initial document requirements. They keep changing the rules. Please honor your original document requirements. They are making it impossible for anybody to get approved.

    Business response

    08/05/2024


    Re: Better Business Bureau Complaint ID ********
    Dear Dispute Resolution Team,
    The Universal Service Administrative Company (“USAC”) received a letter dated January 11, 2024, with Complaint ID ******** from the Better Business Bureau (“BBB”) requesting a response to a consumer complaint. 1 After reviewing the complaint, USAC has determined that the consumer’s complaint is closed.
    Background
    The consumer states in her complaint that she applied for the Affordable Connectivity Program (ACP), but the supporting documentation she submitted to demonstrate her eligibility to participate in the program was rejected.2 She further asserts that she tried to provide corrected documentation and the new information also was rejected.3 The consumer claims the documentation standards keep changing and requests that “the original” documentation requirements be honored.4
    Response
    Upon review, USAC’s records show the consumer’s application was approved on January 9, 2024, but it expired on April 5, 2024 before she enrolled with a service provider. The ACP ended in May
    1 Letter from the Better Business Bureau, to USAC (Jan. 11, 2024).
    2 See id.
    3 See id.
    4 See id.
    *** **** ** *** **** ******** ******* *********** ** ***** ************
    ********
    Privileged and Contains Confidential Information
    2024, however a USAC representative attempted to contact the individual on June 6, 2024 to advise her that she could enroll in the Lifeline program. USAC was unable to reach the consumer.
    Therefore, USAC considers this matter to be closed. I hope that the information provided was helpful. If you have any questions, please email me at ************************
    Sincerely,
    ******** *****
    Assistant

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BBB Rating & Accreditation

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Contact Information

PO Box 1081

London, KY 40742

Customer Complaints Summary

3 total complaints in the last 3 years.

2 complaints closed in the last 12 months.

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