Reachout Wireless Breach of Contract Columbus Ohio

My dearest friend first 'got' a free ReachOut phone in May 2011 with
the 125 roll-over minutes per month
after a debilitating stroke. The first phone arrived non-functional. It took me repeated prolonged e-chats on their customer support site to get them to replace it with a working unit. It was not a good omen. Do not waste time trying to get through to anyone on the phone - echat is the only marginally successful option.

Service has been spotty at best, with mostly weak to non-usable signal in our community, even though the carrier that they contract thru (Verizon) has the best coverage (normally excellent) here. Today, the phone could not even place a 911 call. After the crisis was resolved, I spent several hours this afternoon on his behalf (with him sitting beside me because his typing is terrible) learning that in February 2014 ReachOut slammed his contract from the 125 roll-over minutes per month (he had accummulated m-a-n-y, m-a-n-y hours of available time to use whenever he needed and they all disapeared) and they put him on a 250 use-em-or-loose-em minutes per month without any notification, warning, or request by him. The 1st customer service operator "Scott Pierce" wrote that "I would like to infirm you that your account is  under 250 lifeline plan".  My computer locked up and I had to resume the support chat with "Bradley", who wrote "... I would like to inform you that due to system up gradation the plan was changed to 250 non-rollover minutes ..." I asked five times to be escalated to "Bradley's" supervisor, and then DEMANDED 3 more times before being connected with "Tom". 

Long story short - he is back on a 125 roll-over minutes plan. 
They offered to replace less than 3% of his STOLEN minutes for his inconvenience, and finally restored less than 8% of his STOLEN minutes only because I threatened (not idlely) to report them to every government office at state and federal levels. It is anyone's guess how many of their customers lost their accumulated minutes that they had been saving for when they really need to use them!

There has to be a better Lifeline cellular service provider out there, but what even worse nightmares will be met in changing from this provider?