Let’s say you’re unhappy with your free government cell phone. Or unhappy with your service provider. What’s the best way to lodge an official complaint and to whom do you complain?
We get dozens of emails and comments asking those questions every week. So we’ve put together this handy how-to-complain guide that not only tells you precisely who to complain to, but also how to complain. Yes, there’s a right way and a wrong way to complain and your complaint will be far more likely to get results if you handle it properly.
First of all, if you are unhappy with your Lifeline Assistance/Affordable Connectivity Progam (ACP) free government cell phone service for any reason — whether it’s a phone that stopped working soon after you got it, being unable to reach a live customer service rep, being mistakenly rejected for improper reasons, or any other problem you may have — you should complain. Loudly (but politely) and to every organization that has any authority over or influence on Lifeline Assistance companies and service.
Where to file a complaint
This is important: Before you start filing complaints about your service, speak to your service provider’s customer service team. It’s only fair to give them a chance to respond to and fix your problems. You can contact your customer service team by calling 6-1-1 on your free government cell phone or by visiting the company’s website. No matter how frustrated or angry you may be, explain the issue calmly and clearly. If you’re not happy with the company’s response, ok, now it’s time to start making some noise.
Here are the steps you should take:
1. Start right at the top. File a complaint with the Federal Communications Commission (FCC). It is the government agency that regulates the entire telecommunications industry, including Lifeline Assistance and the Affordable Connectivity Program. When filing a complaint with the FCC, you’ll need to provide:
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– Your name and contact information
– The name and contact information of your service provider
– A description of the issue you are experiencing
– Any appropriate paperwork you may have (such as bills or contracts)
You can file a complaint with the FCC online at https://consumercomplaints.fcc.gov/, by phone at 1-888-225-5322, or by mail at:
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Federal Communications Commission
Consumer and Governmental Affairs Bureau
445 12th Street SW
Washington, DC 20554
2. Since you’re starting at the top, you should also file a complaint with the Universal Service Administrative Company (USAC), the organization that administers the Lifeline Assistance program. To file a complaint with the USAC, you will need to provide:
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– Your name and contact information
– The name and contact information of your service provider
– A description of the issue you are experiencing
– Any relevant documentation, such as bills or contracts
You can file a complaint with the USAC online at usac.org/about/contact-usac/file-a-complaint/, by phone at 1-888-641-8722, or by mail at:
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Universal Service Administrative Company
PO Box 7081
London, KY 40742
Trust us on this, you are most likely to get the attention of your service provider by complaining to the FCC and USAC. No service provider wants to have problems with either of their bosses.
3. Working our way down the chain of command, file a complaint with the public utility commission in your state (NOTE: The organization might not be called “Public Utility Commission” in your state, but it will be something very similar.) The PUC regulates the telecommunications industry in your state. At some point in time, it approve your service provider’s ability to conduct business in your state. Service providers do not want to risk pissing off the people who can put them out of business. To file a complaint with your state’s public utility commission, you will need to provide:
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– Your name and contact information
– The name and contact information of your service provider
– A description of the issue you are experiencing
– Any relevant documentation, such as bills or contracts
In case you’re having trouble finding your state’s public utility commission, you can find it on the National Association of Regulatory Utility Commissioners website at https://www.naruc.org/commissions/.
How to complain
We’ve poured over the websites of the public utility commissions in all fifty states, communicated with many of them, and we have to give Texas credit for providing the very best, simplest explanation of how to make a complaint about your free government cell phone service (or any other utilities, for that matter).
Here’s what the Texas website says:
Before filing an informal complaint with the Public Utility Commission (PUC), contact your electric or telephone provider first and allow them to investigate your complaint. If you are unable to come to a satisfactory resolution with your provider, you should then file a complaint with the PUC’s Customer Protection Division.
The Maryland Public Service Commission website offers some very good advice that is appropriate for residents of any state:
Carefully explain your dispute in detail, describing the efforts you have made to resolve it with the company. You should note why you disagree with the company’s final determination and suggest how you want the matter resolved. Attach copies of all relevant supporting documents (bills, letters, leases, cancelled checks, etc).
Of course, the process differs from state to state, but that really is great advice. You must attempt to resolve your problem with your service provider before you consider filing a complaint with anyone. And you must provide the regulatory agency with as much back-up information as possible to prove that you have attempted to resolve the issue.
One final note: Remember that filing a complaint does not guarantee that you problem will be solved to your satisfaction, but it can’t hurt. It is also a good idea to keep a record of all of your communication with your service provider and the government agencies involved in resolving your complaint.
Karen Holcomb says
The address above for the USAC as
https://www.usac.org/contact/consumer-complaints/ is incorrect and takes me to an error page. Just telling you about it. I will just call them tomorrow.
Henry says
The URL link to report a complaint about the Lifeline program is now at :
usac.org/about/contact-usac/file-a-complaint/
Karen Holcomb says
Thank you.
Amy Henderson says
My name is Amy I have call my provider and came up with no replacement phone I have been trying for a month to get it was lied to and so I started recording everything I called about I also made sure they knew I was recording I’m giving them one last chance to get the replacement phone to me can I the me change provider’s
Free Government Cell Phones says
Do they actually tell you they will provide a replacement phone? Most companies won’t provide one. It seems that you’re working too hard to stay with a company that won’t provide what you want, Amy. Any Lifeline customer can switch service providers at any time.
Here’s an article that tells you how to make the switch from one provider to another:
https://www.freegovernmentcellphones.net/faq/how-do-i-switch-lifeline-providers
You can find all the providers and plans available in your state here:
https://www.freegovernmentcellphones.net/states
Shameka Boykins says
I was going to get a phone and the representative that I was signing up with took forever. I stood outside in the cold for half hour and it still was not complete. I advised her I had to go and the phone service had not be n completed or activated. She said she would let me know. I never received the phone not any documents. I did not even get the phone number until ai called her because she was no longer in South Bend they went back to Illinois with the phone. I asked her to immediately cancel the order and disconnect th phone since she never provided it to me and at this point I no longer wanted it. I attempted to call assurance wireless for help as well. I was hung up on once so I went through the waiting process again. I the next time after actually being able to speak to a foe ign individual and explained what was going on I was transferred to th Spanish line as if English was not my language. Spanish for certain is not the language I speak. Then I was just put on hold and left. Th n once again put back to the start as when I first called in. I could not get assistance no matter what I did and this was over an hour or time and no help was given. I need assistance to get the phone out of my name and the service removed and the phone is not activated in my name since I never received it.
Free Government Cell Phones says
This is one of the reasons we strongly urge our readers not to enroll at street events. They have been the scenes of far too much fraud and abuse. Instead we urge you to enroll by phone or online.
That being said, we think it’s highly doubtful that you were ever legitimately enrolled with any service provider. Have any of your conversations with customer service actually confirmed that you were enrolled?
LLOYD MELVIN JENKINS says
I was having technical problems with the assurance phone that I received free from, Assurance Wireless. After contacting a customer
service representative and describing the issues that I was having with the phone, they offered me a better upgraded phone than the one I already had. But that particular upgraded phone would cost me, $43.19, of which I paid. Needless to say, after purchasing the phone, Assurance Wireless, sent me the same exact identical phone that I already had (which I got for free to begin with). I asked for a full refund of my money but they only refunded, $18.89, of it!! I was straight-out lied to by the service representative, and, Assurance Wireless. I didn’t get what I paid for by no means. If I wanted the same phone that I already had, then all I had to do was ask for a replacement and I wouldn’t have had to pay for anything at all. I’m asking for a full refund or the upgraded phone that I paid for.
Free Government Cell Phones says
How did you pay for the replacement phone, Lloyd? If you paid with a credit card, you should immediately contact the credit card company and dispute the charge.
rebecca cash daddio says
thank you for the info. my problem is i purchased a phone upgrade with safelink and they cant active and are giving me the run around
RAY BLAKEMORE says
I received a free phone replacement as my phone was broke and I’m getting the same thing a complete run around
Free Government Cell Phones says
Not all companies are willing to replace broken phones. Some of them offer a replacement phone once per year, but others don’t offer any replacements. It depends on your service providers terms and conditions.
Scott Williams says
Please read this whole post. I know it’s long but if I can just help one person from going through the hell I’m going through with SafeLink wireless then it will all be worth it because it’s going to be a long ride for me because I’m going to see this through untill SafeLink wireless loses there contract with this program and people are fired and in jail. Anyway I started an application for a lifeline phone through SafeLink wireless on July 22 2022 but did not finish it. Then I received an email from SafeLink wireless and I know it is from SafeLink wireless because it clearly states its from SafeLink wireless. It’s important I say it like that because it’s a part of this post we will come to shortly. Anyway the email I received from SafeLink wireless has an incentive for me to finish enrollment in SafeLink and that is once application is complete I would get a Samsung Galaxy s 22 ultra as a free upgrade for doing so. That’s a real good phone so needless to say I completed my enrollment on July 29 2022 but once I was done I didn’t see anywhere on the site showing that I was going to get the phone from the email so I called customer service. The SafeLink wireless agent I talked to was amy agent #521667. I explain to Amy the situation and Amy tells me that the phone was already sent out so I couldn’t get the phone from the email. Well being I called her less then 5 minutes after filling out the application I knew she straight lied to me and I told her so and said that it’s false advertising if they didn’t send the phone listed in the email. Amy told me she didn’t care what the email said and I wasn’t getting the phone unless I bought it which nowhere in the email does it say that. On the contrary it clearly states its a no cost to me free upgrade so I asked to speak to her supervisor and was told no.4 times I asked and 4 times told no and with the last no she hung up on me. This is no exaggeration and unless they erase the recordings it’s all on tape. However the tapes being erased is highly possible and I have no doubt in my mind that they will not be able to be found once there needed and by the time you finish reading this you’ll understand why and agree with me. Anyway from Mary I went to the website and talked to an agent named jallen who’s agent number I don’t have but it was a Convo via chat so I have screenshots of the conversation. I explain to agent Jallen the situation and the issue with Mary and he apologized and he tells me that I would be receiving the Samsung and that he was putting notes in my file about it and I say that’s great your putting notes that state I am to receive the Samsung? And I thank him. He said yes and your welcome. Just to make sure I ask him that if I don’t get the correct phone I can call and have the correct one sent with no problem and he said yes I assure you it will be the correct phone and that they want the situation resolved just as much as I do. I thank him and said goodbye. Needless to say it was not a Samsung when it came in. I call an agent guillermo and again no agent number but it’s also via chat so I have the screenshots. Well he tells me there is no way I’m getting that Samsung unless I pay for it. I explain the email, the agent I previously talked to,and false advertising but again I’m told that he doesn’t care what the email says I’m not getting phone unless I pay for it. I ask for his supervisor and of course I’m told no untill he hangs up on me. Well my next steps were to file complaints with the BBB and the FCC. Along with the complaints they wanted to know what I would like the outcome to be which I answer that I want the phone I was told I would get for enrolling with SafeLink wireless and Id like to have them investigated for the false advertising and what feels like fraud to me. When you file complaints with the BBB and the FCC they send a copy to the accused. They got int ouch with me very quick I’m assuming because of the comments of fraud. Whatever the reason they emailed me saying they wanted to talk to me about the offer and get copy of the email and chats which I sent them.i talked to 3 more people just an hour ago. It was all over the phone and I have names and numbers but I’m sure they won’t have those recordings but any way all three told me that they were not going to honor the deal and the reason is that there’s no proof on there end of any emails being sent to me so being there’s no proof then there’s no phone unless I pay for it of course . They tell me that it’s a system generated prosses with the phones so they can’t just pick a phone and send it to me unless of course I pay for it. Then they could pick a phone and send it. I say what do you mean there Is no proof of an email I sent you a copy. Then I’m told there’s no proof that the email was sent by SafeLink wireless. But it doesn’t say anywhere on or in the email about it being from a third party it clearly states its from SafeLink wireless and it says so right where it lists sender. So they tell me that’s not proof so I said ok what about a living breathing person that works at SafeLink wireless as an agent handling complaints and mistakes personally assuring me that I would get the correct phone. And was told that’s not good enough but they’d be more then happy to pick out that phone and send it if I pay for it. So that’s where I’m at in this prosses. Look I know it’s just a phone and it’s free on top of that and I should be thankful for anything being poorer then dirt as I am. Now I even feel like I’m less then dirt because of this,because there making it seem that I should be ashamed for complaining about something my poor but is getting for free and honestly they got me actually feeling that way but it’s not about the phone anymore honestly,it’s the principal of the matter. It’s not fair that a legit company can scam people into buying a phone that we can’t afford hence the apply for government phone. Also their purposely breaking the law with false advertising to scam people or worse their committing fraud by having us pay for the phone after lying and saying it’s going to be free and then accepting money from the government for the same phone or someone is sending out the emails then refuse to honor it but linking it to our accounts and then stealing them and selling to pocket the money. Either way it’s wrong and even though they’re making me feel ashamed to complain about something free I feel I need to see this through because someone needs to stop these people from taking advantage of people cuz we’re poor so we’re beneath them. If it was me doing this stuff I’d already be in jail guilty untill proven innocent. I truly apologize for this being so long and if I’ve wasted your time for complaining about something that’s free I’m sorry about that also but if you make it all the way through this can you please let me know if “ITAH” in this situation. I don’t have a reddit to find out. You know what, I’m going to copy this and make a reddit profile and lust this their and see if ITAH and if I am then I’ll accept that and I’ll let it go but if I’m not then I’m going to take it to the top and do what I can to keep anyone else from going through this. Oh yeah, the last person I talked to told me no about talking to her supervisor because she was the supervisor. And I said “wait,your telling me your the top dog,there’s no one above your position” she says I’m the supervisor. I didn’t ask you that, I asked if there was no one above her if she was the top person at the tippy top and after about 3 times of asking finally she said yes that there was no one above her so I said that’s a straight lie to my face and that was way wrong and she hung up on me. Again if you were able to make it all the way through this then please go to reddit and look for this and vote if I’m the a h*** or not about complaining about something for free. If I am then I’ll let it go and if I’m not I will make it my life’s mission to make SafeLink wireless answer for the shady business they’re doing. Thank you.
Free Government Cell Phones says
That might be the record for the longest comment ever, Scott. We have an idea for you. Why waste your life going after one company when it would be so much easier to switch to a different company?
Here’s an article that tells you how to make the switch from one provider to another:
https://www.freegovernmentcellphones.net/faq/how-do-i-switch-lifeline-providers
Which provider and plan to choose? You can find all the providers and plans available in your state here:
https://www.freegovernmentcellphones.net/states
Henry says
Samsung S22 Ultra 5G phone for free? Possibly with a postpaid contract account with one of the major three wireless providers. But with Lifeline service? This phone is selling for over 800 dollars now. NOBODY connected to Lifeline (even with ACP benefit) is passing out 5G phones for NO COST. This phone model is 2022 release model and there is NO WAY that low inc0me customers will get one of these as a freebie.
If you received a message saying that it will be provided to you for free, take that with a grain of salt. Like the Nigerian inheritance letter scam, the lottery winning scam, the IMF/United Nations funds scam.
Fact #1 – the Lifeline/ACP phones provided for free are all low end phones or refurbished brand name phone models from several years ago.
Fact #2 – Neither the Lifeline nor ACP programs specify that a phone will be provided to the customer. The only thing that will be provided is wireless service and broadband service.
Fact #3 – Most customer service representatives and technical support staff “don’t’ have clue” and often follows a prepared script to deal with complaints.
The only way to get a free state of the art device is to either buy it from a dealer or to win a contest. Getting $9.25 a month to subsidize an over $800 device will severely shortchange the Lifeline provider. The company execs are not that stupid, believe me.
Joseph Bickel says
I have assurance wireless and my data isn’t working during the day time I think I’m the victim of data deprioritization meaning I don’t get data during the daytime because I’m not a preferred customer on the T-Mobile network
Henry says
This is correct. Unless you are a direct customer with Verizon, T-Mobile, or AT&T, you are a “MVNO peon” customer subject to being “shoved to the back of the line: regarding wireless access. NONE of the Lifeline providers enrollees are direct customers with the “Big Three” wireless companies. They are all MVNO firms, so you are a “second class citizen” as far as they are concerned.
Unfortunately, beggars cannot be choosers.
DJack says
QLinkWireless will not cancel my account after porting my number out and sending two requests. Once I cancelled the EBB, they restricted my phone to where I couldn’t make or receive calls. I was without phone call service for over 4 days, so I decided to go with another provider. I was told that I must wait on the SIM card. Why would they have their customers without phone service? Isn’t the idea of lifeline is for your customers to have phone service? I have been waiting on them to ship my tablet since April 23, 2021. I have been waiting on my SIM card for over a month. When I contact them, all they say is your SIM is on the way. When though????? I always ask for a tracking number. They just repeat your SIM is on the way. They are okay if you have no issues. If you have an issue, they are horrible.
Free Government Cell Phones says
Read this article, DJack:
https://www.freegovernmentcellphones.net/q-link-wireless-raided-by-fbi-irs-us-post-office-sheriffs
johnny wright says
over three weeks without lifeline service.. when i call entouch wireless they disconnect me as soon as the bot tells me that my service is active… every single time… i’m on a do not answer list… when i message on their support site it’s ignored… when i email it’s ignored… there is literally no way to contact these people… and every month my service is interrupted for weeks at a time…
Free Government Cell Phones says
Sorry to hear about your problems, Johnny. Wish we had a way to help you. Please keep us posted and let us know what happens.
Frank Poole says
How can PUC improve the renewal process for customers?
Free Government Cell Phones says
Offer us your ideas, Frank. We’re all ears.
kristine marie severn says
have now dealt with Assurance Wireless lying to me four different times. The most recent was MAY 6th 2021 and I was told that I had my account Verified with the customer service representative that was helping me that afternoon. I did not remember my pin and she verified my info and this is the fourth time I had to do this now. I have a paper with my current address as it being corrected two years ago. I was reassured that I would have the best phone that assurance wireless had to offer sent to me within two to three business days and that everything was up to date. I have not received the phone and I was qualified for the free replacement phone because the one i have is out of date. I made sure and second , third checked with her to make sure it would all be right and it was coming. it never has arrived. I called yesterday and I spoke with a man that said once again my info was not verified and I had to resent a pin and I did not have an order even completed for a new phone and I had to send prove of my address. he brought up an address I lived at over three years ago and since then i have paperwork with my assurance wireless account that address was confirmed as an old address and changed and i have had stuff sent here to the new address that I have lived at for three years. seriously this has gone on for quite some time back and forth and I am really disappointed with the quality of the customer service and the hassle that I have had to deal with jumping through hoops. I believe there is fraud going on here . I want this corrected
David Riccio says
once again great info. i stumbled across your site after two days of having to deal with the lifeline provider maze. Its hard enough being in the situation of losing everything to an unscrupulous business partner who embezzled everything you have (when your Ex grows up on the same street as the assistant DA in the town you were living in and your ex wife’s sister being married to the ADA’s brother really paid off in spades) to run off with a guy who sold you a $60,000 paint machine for one of the 5 bushiness you owned, let alone now having to rely on someone to take care of your needs. Now throw in the mix of having someone use your SS# along with your identity to gain free phones from one provider to the next. And being told by the jobber “Just Deal With It”. I guess in the short term I will have to accept it, so…… I started the round robin between providers as I desperately needed a phone. So as I march down tent alley in my town of Modesto (great article as well) in the Country of California. I came across an American ASSistance booth and was accepted for service. THANK YOU BABY JESUS! Having a newer car i was able to pick up some money delivering for DoorDash and Uber eats. Once I was ready to go a screen popped up “PLEASE check automatic time zone” OK I’m a 57 year old computer literate person who has the worst grammar skills on the planet, I go in change the settings, great lets gooooooooo! Now if I lived in up state NY id be making money right now. SOOOOOOOOOO……I call CS and am told “You are unable to change your time on automatic time zone” (insert voice of someone who knows nothing about our culture or language) When I try and explain my situation and how delivery apps work I will always miss my time windows due to being 3 hours behind EST living on PST. I let the DA on the other end know to cancel my service and I was told sorry cant help you “CLICK”! Going through a very messy and nasty “D” is hard enough. I stopped drinking and smoking last week. Someone stole my identity preventing me from providing for myself and now I’m being told “Deal with it”, “Accept it” and my personal favorite “You’re just gonna have to “Settle for it”. TWO DAYS now trying to get this taken care of. My poor keyboard is screaming at me to lighten up, my fingers are numb. Your site possibly has saved my life, I found it very easy to navigate and very informative”. To the guy that ranted on about some minor thing, yes, take a chill pill and move on. There are people that have real issues, Get a life! So once again THANK YOU THANK YOU THANK YOU for being an SME when it comes to this stuff. As i reflect back on my time in school I wish I would have paid more interest during english class.
Free Government Cell Phones says
Thanks for the kind words, David. And best of luck to you, too.
Robert Lopez says
Recently, Assurance Wireless issued/shipped ” ANS-UL40 ” ( American Network Solutions, to their customers.
This cell phone contains FREE Unwanted Ads & FREE Unwanted many Apps.
These FREE Ads distrups incoming calls. ( It is a Defective” product, without Guarantee card)
I sent an e-mails to Assuranse Wireless, after 8 days hot discussion, Assurance Wireless agreed to replace it without any additional charges.
The said cell phones are imported from China, by “Aerican Network Solution” who uploaded Unwanted FREE Ads &
Unwanted FREE Apps.
The manufacturer/suppliers can NOT impose/force Senior Citizens to watch Unwanted FREE Ads & Unwanted FREE Apps.It is against various State & Federal laws.
My friendly advice to all Senor Citizens, NOT to accept cell phones with Ads/Apps.
Sam says
Can say, this is still true in 2021.
Free Government Cell Phones says
Yes.
borg says
Here is an interesting article in which the FBI, CIA and NSA all advise against using ZTE and huawei phones citing concerns about espionage.
https://www.androidauthority.com/us-security-huawei-zte-phones-fbi-cia-nsa-837740/
Unfortunately Assurance wireless issue ZTE phones and when I informed them about the article they said that I would have to pay $25 plus tax for their only alternative phone called Unimax Patriot. I reported to both USAC and FCC.
Steve says
Great – what to do and how to do it, complete listings of who to contact, for all Lifeline providers complaints in one place, for Lifeline users to reference and use – cooool…
I’ve preached this (said time and time again and referenced it, for other posters) in two Lifeline providers articles comments area here.
(Maybe only once fully), as I was forced to do in getting compliance by them.
The USAC and BBB I’ve used, the BBB is not a very effective means, the USAC was superior being the administrators of the Lifeline program over the service providers, BBB is slow as a middleman.
BBB is good to let other users see yours and everybody else’s complaints pile up in a web record filed against problem LL program providers.
Universal Service Administration Company was what resulted in the most happy process and results with it’s envelopment, as I was contacted back quicker by them and could relay on to them what wasn’t working with talking to the supervisor of my Lifeline provider or the instructions the LL provider given me even working.
This process in the steps and of USAC website has changed up some from my prior experience. Maybe still being a middleman to a resolution, but you now have to go thru step 1 and then on to step 2 in order and so on, as I’ve read it when the website layout and process was changed.
I think if they (USAC) did a three-way call when you’d get to the last step in the process – would bring even quicker resolutions to users.
A conference call with you, USAC and your Lifeline provider all working together in one clear communication so everybody knows.
This is as long an article – guide, as I’ve written sometimes here of my comments -OOP’s telling on myself.
Thanks for offering this much need guide in one place for all to find, then for putting up with me – the old wind bag…
Steve
Free Government Cell Phones says
The best old wind bag we know. 🙂
Joseph Vario, Jr. says
I’m just starting the process of getting answers and action on my free phone and service. I get no bars on the phone so no outgoing and incoming calls are possible. Will I loose my benefit by not using my service for required minimums? I complain to assurance wireless about the problem only to get tech support trying to fix the problem to no satisfactory ending. Quite the run around! I just contacted my congressman for help. He is sending me paperwork to allow his office to do the contacting and speaking on my behalf. Has anyone else tried this method? It’s ashamed elderly disabled people should have to be treated this way just to obtain a satisfactory service their tax money has already paid for! Any feed back about getting my congressman involved is appreciated.
Free Government Cell Phones says
Under normal circumstances, your account should be cancelled if the phone is not used for 30 days or more. Quite honestly, we’re not sure what happens in a case such as yours, but it’s hard to imagine that they would cancel under your circumstances.