Complaints

This profile includes complaints for Universal Service Administrative Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Universal Service Administrative Company

  700 12th St NW Ste 900 Washington, DC 20005-3948

• 

  Universal Service Administrative Company

  2020 Pennsylvania Ave NW Washington, DC 20006-1811

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/17/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for this lifeline program more than a month ago, I have uploaded all of the requested documents and their continues to be some of glitch or error with this company's system. They continue to ask me to upload additional documents that I have already provided and now whenI log into my account my application has disappeared. When I call in they say that my application is still active but that they are notable to return my application to my portal so that I can upload my additional documents, the documents that I have already uploaded. Now they requiring me to mail the documents in. So, I mailed the documents in, and now I am still receiving requests for the documents and still not able to access my account online. Anytime I call in they say no one can help me and will not transfer my call to a supervisor.

  Business Response

  Date: 03/25/2025

  Good morning,

  We have received your message regarding Complaint ID ********. We previously sent an email on February 25, 2025 advising that we received the complaint and would respond no later than April 7, 2025. USAC's response to the complaint is still pending and will be forwarded upon completion. Please acknowledge receipt of this message. Thank you.

  ********* *******

  Business Response

  Date: 03/28/2025

  Hello,

  Please see attached for USAC's response to this BBB complaint.

  Customer Answer

  Date: 04/01/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business response, because the matter has been settled at this time. However, it took months and months to get this matter settled without any response from this business or any help from anyone the multiple times that I called customer **********************. In the end this program doesn't even apply to the service provider that I have in my area even though their website said that it would. Such a complete waste of my time.

  
  Regards,
  
  ******* ********
  

  
  

• Initial Complaint

  Date:08/02/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been registered as qualified for Lifeline many times. However, the information that I receive through the Universal Service Administrative Company via email conflicts with what I see in my account over lifelinesupport.org, which allegedly is an account showing my current status. I am attaching a PDF of the email that I received on August 1, 2024 and also a PDF of my status as it appears on my account on lifelinesupport.org. One says I need to submit documents to qualify while the other says I qualified. I must also state that the email that was sent to me came from a NoReply email address, so that leaves me wondering how I can submit documents. As for the claim that the date on my birth certificate does not match the date of birth listed on the consumer's application, I don't see how that is possible. I submitted a certified birth certificate that was obtained not long ago from the relevant agency located in ******, **, the city of my birth. I did submit a new application, but I need to be given a clear answer if I should believe an email making a claim that the dates of birth do not match, I have no idea what to do when I submitted a certified birth certificate. This is not the first time that I have encountered such problems. I have also had my provider changed without my knowledge and permission. I would like the truth in a verified statement once and for all and an operative method of submitting documents and not a noreply email address unless the Universal Service Administrative Company is hiding from me, and why that would happen does merit a clear explanation NOW. I sense some fraudulent activity at my expense, and I will not tolerate such misdeeds done to harm me.

  Business Response

  Date: 09/04/2024

  Please see attached for USACs response to complaint ID ********.
  

  Customer Answer

  Date: 09/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. What worries me, however, is that some frauds keep changing my provider to companies with whom I have never communicated and for the most part are companies that I never heard of in my lifetime. I filed my complaint mostly to try to find some way to police such activities because in the end, I am the one who gets hurt by it. At 72 years of age, with disabling conditions, I do not need more misery in my life. To be in a situation in which I have to live in fear of frauds who will do me damage and move my subsidy to unknown providers is not something about which I can rest easily. I am sure that USAC is not the one committing these acts, but USAC is really the one who first learns of these fraudulent changes, and because I have suffered from this three times during the time in which ACP was still active and have now suffered while I am registered in Lifeline, I do not have the solution to stop the unauthorized changes. USAC hears from about them first, so more or less by default, I can only turn to them for some assurance that I will not be defrauded as I was three times in ACP and do not need it to happen with Lifeline, as I received one report that it did happen with Lifeline. Targeting disabled seniors is hardly something that deserves to be tolerated!
  
  Respectfully submitted,

  ***********************
  ************** cellphone
  ************** fax

• Initial Complaint

  Date:06/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Description of complaint:Was supposed to have free unlimited **** calls text when I filed back in March. Never had any. I had like 2 providers with not accurate phone numbers and with right phone number ********** transfered from ATT I had for 6 years. I had to open a while nother prepaid account WITH ATT just yo have phone services and pay when im on ******** and foodstamps. Lifeline getting bad review next. I was getting helm with it yesterday from a rep said he was transferring number to correct phone he'd call me back at 630. Never did. Still no service.Desired settlement:Finish the job

• Initial Complaint

  Date:05/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been having difficulty in transferring my Lifeline benefit from Qlink wireless to Truconnect. Representatives from the Lifeline program keep telling me to give the application ID to the cell provider representative, but that does not work as the cell representatives only tell me that I need to apply online and don't know what to do with an application ID. I requested that this case be escalated. Contact ID ************.

  Business Response

  Date: 06/14/2024

  Please see the attached response from the business

  Customer Answer

  Date: 06/14/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  
  

• Initial Complaint

  Date:04/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Re: App. ID ************ The USAC website states that one us eligible for Lifeline Support recertification for phone service if one participates in the **** program. I provided USAC Lifeline with my **** benefit statement showing my name and that I actively participate in the **** Program. I provided the **** benefits statement a month ago but received no Lifeline phone support even though the USAC guidelines that one is eligible for Lifeline support if one participates in **** program.

  Business Response

  Date: 05/23/2024

  Please see the attached response from the business

• Initial Complaint

  Date:04/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For reasons that have not yet been explained to me even slightly, ACP Support, apparently under the auspices of the Universal Service Administrative Company, chose to transfer me from my chosen Internet provider, ******** with whom I began service on January 3, 2024, to some company by the name of *************************** a company of whom I had never heard and with whom I had never communicated, thereby my ACP benefit and my right to enjoy the ******* Forward Discount were trashed -- without bothering to inform me and certainly not to get my permission or approval! I have issued a ***** warning to both ACP and USAC that I will not stand to be buried alive with their antics. I reported all these illegal, unethical actions that they perpetrated with the malicious intention of doing me, an indigent, disabled, 72-year-old male serious harm. I wasted no time in reporting all these dastardly misdeeds to the ************************ and the ********************************* as well as to two organizations that offer legal representation to persons who are shown blatant disrespect and dislike. That's just a starter. It is not wise to do such things to a published writer in three languages whose reputation as a writer is to pull no punches. I desire to recruit as much government support as I battle for my very existence in my senior years of life! There are many other sites on which I can post this report. For reasons that have not yet been explained to me even slightly, ACP Support, apparently under the auspices of the Universal Service Administrative Company, chose to transfer me from my chosen Internet provider, ******** with whom I began service on January 3, 2024, to some company by the name of *************************** a company that I did not know and with whom I had never communicated, thereby my ACP benefit and my right to enjoy the ******* Forward Discount were trashed without bothering to inform me and certainly not to get my permission or approval!

  Business Response

  Date: 05/02/2024

  Please see the attached response by the business

• Initial Complaint

  Date:01/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint against the Universal Service Administrative Co. located at ************************************************************************** (also know as the lifeline ************** using a ************ post office box). My account was listed as ************ and I was in the lifeline phone program with *******.I received a letter from Lifeline ************** dated December 7, 2023 stating that I needed to submit informationfile out a form and send a document. I filled out the form and sent a copy of my 2022 income tax return on December 21, 2023. I never heard back from either company.I became anxious as the deadline for filing was indicated as February 5, 2024 and I called the number indicated as ************ where an automated system advised that my information was under reviewStill concerned I called again and spoke with ******* on January 9th and was told my papers were in order and she was resubmitting my request. On January 12, same automated information, I spoke with ***** on January 12th, on January 15th I was still under review and on January 16th, ****** told me the same at 11 AM. I called back and spoke with ****** at about 7 PM and voiced my concern.On January 18th the automated system told me that I was approved and I spoke with *******, who advised me that I had been approved yesterday. I called ******* (spoke with ***) who could not enter me in the system to continue the lifeline discount. He connected me with the recertification programs and I spoke with ******* who told me that my participation with ******* had expired yesterday (January 17th) and I would have to start anew with a complete registration (with her company) as if I had never been in the lifeline program.So, my complaint is that the companie(s) responsible for my recertification totally messed up the process resulting in my lifeline participation expiring. I think that they (Universal Service Administrative Co. and Lifeline **************) should be responsible for immediately recertifying my lifeline, re-establish my eligibility with ******* and must pay any expenses I might incur because of their negligence.**** Ost **************************** Apt. 27K ********, ***** ***** 212 608-6926

  Customer Answer

  Date: 02/29/2024

  I faxed an email to me from ******** Support (on Monday 2/26/24), which clearly states that I was approved.  On January 19th, which was well before the February 5th cut off date for recertification in the program.  Has this additional information been added and does it sufficiently demonstrate that the company improperly handled my inclusion in the program.

  Business Response

  Date: 04/13/2024

  Please see the attached response from the business

  Customer Answer

  Date: 04/16/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21208479
  
  I am rejecting this response because:  USAC is misrepresenting the facts.  My response for more information (mailed to me and dated December 7 2023) was mailed to them on December 21, 2023,  they delayed my approval until January 17, 2024.(See below). When I called ******* I was told that the *** number USAC gave to me (V12908-41441) was not valid and that I needed a number beginning with the letter "B"  It appears that to cover the mishandling of  my recertification which I met before the February 5, 2024 deadline, and for which USAC gave me the wrong number to submit to *******, they are misstating the facts.  Again I ask that USAC contact *******, advise them that I am approved and give ******* the correct approval  number (starting with a "B" apparently), and further that USAC be responsible for compensating me for any costs I incur based on their negligence.
  

  
  
  From: Lifeline Support <******************************************>
  Sent: Monday, February 19, 2024 10:34 AM
  To: **** ***** <********************>
  Subject: RE: Complaint Against Universal Service Administrative Co.
  
  Dear ************,
  
  Thank you for contacting the ************************ According to our records, your reverification application, V12908-43441, was qualified on 1/17/2024. Our records also show that you were de-enrolled with the Lifeline benefit with *******. You were de-enrolled because there was a request for de-enrolled and NOT because your reverification wasn't complete. You can use your V-application to re-enroll with *******. Below are the steps you can follow to re-enroll.
  
  Our records indicate that your Lifeline application V12908-43441 is qualified, but you are not currently enrolled in Lifeline. The next step is to sign up with a participating phone or internet company. 
  Find a phone or internet provider. You can choose from a number of service providers in your area using our Companies Near Me Tool.
  Sign up with the service provider of your choice. Be sure to tell them you have been qualified and would like to enroll in their Lifeline program. It is important to provide the same information that you used in your application (name, address, date of birth, and the last 4 of your Social Security Number).
  
  To file a complaint against a service provider, visit the *** website: Consumercomplaints.fcc.gov.
  
  Still have questions? Visit LifelineSupport.org, reply to this email, or call us at ***************. 
  
  Thank you,
  Lifeline Support Center
  Universal Service Administrative Co
  Regards,
  
  ************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:12/10/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally express my dissatisfaction with USAC's recent refusal of submitted documents. I want to emphasize that all necessary documentation was provided as per the required guidelines. The explanation of them is unnecessary because it's been met request requirements. I have consistently submitted the requested documents, specifically providing information about food stamps approval letter per their requirements. Despite my efforts, each submission has been refused. I kindly request a review of the submitted documents. Ensuring a fair and transparent evaluation process is crucial for maintaining confidence in USAC procedures. Thank you for your prompt attention to this matter. Sincerely,********************************* **************

• Initial Complaint

  Date:10/16/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was asked by Xfinity to recertify this year to continue receiving *** benefits. Because I missed the deadline, I applied to receive the benefit again. When I tried to log into my account on the getinternet dot gov site, I got the screen message that my login did not match any account. I contacted customer ********************** about six times. Each time the agent gave me a new password, but nothing worked. The site continued to say that no account existed with my user name. I then tried to set up a new account but the site said that my email was "already in use". Because the *** program is administered by USAC, I am making a complaint against them. My issue is that no one has helped me log into my account. Customer ********************** could not do anything about it other than give me new passwords and tell me that they would inform IT about the problem and that IT would contact me "in the future." Meanwhile, I cannot re apply for *** benefits, which I need to do immediately. I tried to apply for *** again on the xfinity site, but got the message to go to the National Verification Site, which is of course run by usac dot org. And so I am right back where I started, cannot log in, cannot get verification as to whether I qualify for benefits. The message I got when I tried to get verified is "you have an application in progress. please log in to complete the application." Thank you for any help with this issue.

  Business Response

  Date: 04/13/2024

  Please see the attached response from the business

  Customer Answer

  Date: 04/17/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 20718376
  
  I am rejecting this response because:   

  I would like to go on record here to state that this company: Universal Service Administrative Company aka 
  USAC,  has once again ignored my request. 
  The issue was not whether I was able to re apply for the *** benefits program or receive benefits. 
  The issue was- and is- being unable to log into my account. 
  The person who responded to my complaint here has uploaded a screenshot of my attempts to log in. 
  She then states that since I have been entered into the program, "the matter is closed". 
  Unfortunately for her and this company, it is not closed. 
  This company has repeatedly tried to assist me in logging in at least 12 times. 
  Twelve or more times their customer ********************** people gave me new passwords, none of which worked. 
  One agent told me that they would let their IT department know about the problem and that I would hear 
  from them to resolve it.  Months have gone by and I have not been contacted. 
  The allegation from **************************** - someone who
  responded to my complaint whose title was not given- that USAC has tried to contact me is FALSE.
   I have not received any telephone messages from the company. This statement adds to my suspicion about
  this so called agency. 
  
  The statement from **************************** that the technical problem cannot be verified is ridiculous since their own
  agents attempted to help me log in 10 or more times without success; that information is still on their 
  records unless they have deleted it to cover themselves and hold me somehow responsible for their problem. 
  
  My request was simple. I want to log into my account and cannot. I asked for help, and did not 
  receive it, save for the ineffectual attempts by customer ********************** to change my password. 
  
  USAC has lied to me, given me the runaround and tried to gloss it over. No one who has any sort of 
  account with any agency, institution or business is supposed to be locked out of that account, and if 
  there is a tech glitch, they are bound to resolve it on their end instead of ignoring the account holder. Not being
  able to see what is in your account is a major problem which is the central responsibility of any legitimate 
  company to resolve as quickly as possible, and with apologies,  since it is a problem on their end. Not doing so 
  decreases the trust of their customers and raises questions as to their legitimacy and security. 
  
  I want to log into my account. That has proven impossible. I demand to know what the problem is, 
  and demand that it is resolved by this company whether or not I receive their benefits. 
  
  THE MATTER IS NOT CLOSED; I will consider it closed when I can log into my account. 
  
  I will also warn anyone considering applying for any benefits with USAC to reconsider, since the way I have been
  treated by them will likely be the way others will be treated, or more to the point, are already being
  treated.  
  
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:04/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been attempting to sign up for universal service fun since September twice I ended up Speaking to a representative by the name of ******* and her name could be *******. She was rude she was ******* ******** and she called me an old White b****. This was in September I phoned again in January and got the same woman who treated me poorly. Still I am waiting to get on the affordable Connectivity program and I have filled out 7 applications which have disappeared. It is probably this woman by the name of *******. Today I attempted again and got the same woman who went on a tirade and the Cool went down hill fast after she called me again an old white b**** ****** back and spoke to another woman Who stated my application is no Where. This woman by the name of ******* proceeded to call me up until 11 PM the same night with the phone ringing off the hook with my answering machine not on and her identifying herself as private caller I picked up the phone once and she called me a nasty White racist bit And said that I would never get my app Put Is thru and she would make sure of it. The phone kept ringing ****** the police who did A trace on the call and a trap and it came back to the woman by the name of ******* who works for the national verifier from home through the universal service administration. I want this woman stopped from harassing me and equally as important I want my phone application to go through so I can receive a phone a cell phone and service because I am disabled and allow income Thank you this woman needs to be reprimanded.

  Business Response

  Date: 06/21/2023

  June 16, 2023

  Dear Dispute Resolution Team,  
  

  The Universal Service Administrative Company (“USAC”) received a letter dated April 11, 2023, and  a second letter dated April 27, 2023 with Complaint ID ******** from the Better Business Bureau  (“BBB”) requesting a response to a consumer complaint. Upon review, USAC has determined that the  consumer’s complaint is resolved. 
  Background 
  

  The consumer submitted a complaint stating that when she attempted to sign up for “universal service  fund” in September 2022 and in January 2023, she spoke to one particular representative of USAC  who was allegedly rude, called her disparaging names, and prevented her from submitting her  application. The consumer stated that the representative “proceeded to call [her] up until 11 PM the  same night with the phone ringing off the hook.”1 The consumer requested that the representative be  “stopped from harassing [her]” and that her application be approved.

  Response 
  Upon a thorough investigation, USAC found no support to this consumer’s claim that she was  harassed by one of our representatives. Our records show only one instance of the consumer  contacting USAC on February 16, 2023, which is outside of the dates the consumer provided to show that she contacted USAC. During the February 16th telephone correspondence, the representative  noted that the consumer inquired about why she was paying for her cell phone. There were no other communication with the consumer prior to or since then and USAC is confident that our customer  service was appropriate and up to our high standards of service.  
  
  Further, our records show that the consumer’s approved application is expired and she will need to re apply in order for her to enroll with a service provider and receive ACP benefits. 
  

  Therefore, given the information above, USAC considers this matter closed. If you have any  questions, please email me at **************@usac.org.  
  

  Sincerely,  
  

  ******** *****  
  Assistant General Counsel  
  USAC 
  

  Customer Answer

  Date: 06/22/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because: a representative contact in me and promised me that they would fix my phone issue with my name and my number appearing they said my number would appear and another name would appear and that has not happened. I do not want the caller ID situation going on with this phone. This phone is nothing but trouble. I want the representative to call me back because we still have not resolved the issue and I want someone from the United States that speaks English and is on the ball and efficient
  
  
  Regards,
  
  
  
  ******* ******