I live in California, so we don't get free Federal Lifeline cell phone service like most other states do. We have to pay Reachout $2.50 or $5 for our minutes. The initial signing up went deceptively easy. I got a nice lady speaking American English. She took my details and said Reachout would be contacting the California Lifeline Administrator who determines whether you qualify for the lifeline discount. She said I should expect an application form from the Lifeline Administrator in about 10 days. All that happened. I applied and was approved. When I got my approval I called Reachout to find out when they would be shipping my phone to me. That's when I entered CALL CENTER HELL. They didn't believe I was who I said I was, even though I provided my name, address, and the TWO confirmation numbers they had given me when I enrolled. After and hour of being repeatedly put on hold, the idiot confirmed my identity and told me that I had been approved and the phone had already been shipped. He gave a Fedex tracking number. I patiently checked Fedex website each day tracking the progress of my phone. Then I discovered that Reachout had shipped the phone to the wrong zip code. The phone was being returned to sender. After several hours of phone calls and holding over the last month I was finally informed that it was my fault that I had given them the wrong zip code and I would have to pay $15 to have the phone re-shipped to the correct zip code, despite the fact that (as I yelled at them repeatedly) Reachout had given the Lifeline Administrator my correct address and that official had been able to mail two letter to me. If I had given Reachout the wrong zip code--I would never have gotten the forms from the Lifeline Administrator. The issue of $15 is now allegedly with Reachout Dispute Resolution center, I've been told they would contact me in 72 hours, but that's the second time they's told me that--I'm still waiting. I read a rebuttal comment by an a**hole salesman for Reachout who claimed that they do a really good job and that most American companies use Indian call centers. The difference is that Reachout and Nexus are using our tax money provided to them by the Federal Lifeline program to subsidize call centers in India. That should be illegal. If it isn't I plan to contact my congressman to see about how Reachout is getting away with sending my tax money to India.
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