ACP Still not on my account

With todays application I have applied for ACP 3 times, each time after being approved I called in to relay this information to a live person and I also gave them the approval number. 

I was told each time that it would be handled, and each time this was not the case.

Today I made yet another attempt to get this applied to my account.

I have not worked regularly since May and I have had my internet service shut off twice and ironically was charged to turn it back onand charged a late fee, well now I could really use the discount that I have been approved to get for several months because those late fees and reactivation fees are adding to a balance that should have been reduced months ago.

I began my journey to get past the VA Roadblock, I thought maybe today would be my day and it would finally happen. Today ACP would be mine.

On a side note consider this: I have actually added to my internet service and became an Xfinity Mobile customer recently. When others would go the other direction I have doubled down and I am all in with Xfinity. I am wondering if this was foolish.

Today's call-in went a little different. It took a while to get to the right person. The first person had a heavy island accent and a poor phone connection, but I was patient and was told they needed to transfer me. So this time its only 2 transfers until I get to what I believe is the ACP Department, but it sounded like the same rude, know it all rep that I always get. Without fail he tells me I am wrong I never called in and its my fault its not applied yet. He actually talks before I finish like a younger annoying sibling who constantly talks over you, and then to be told that I am wrong/ mistaken/ didn't do this/ didnt do that .....I am over having my intelligence questioned by someone that in the end doesn't know what they are talking about and should have used their ears instead of their mouth. So after he was done with his condescending comments he casually mentions that the reason the ACP was not applied was because my middle name was not on the account in the same format as my ACP approval. ARE YOU KIDDING ME???? Nobody bothered to mention this to me on any of the calls I was on or maybe send an email? FOR CRYING OUT LOUD, I can change that in a few keystrokes on the app, so I did.

I also emailed the people at ACP to see if that is the real reason, or if there is something else other than human error causing me all this grief.

So I am thinking, FINALLY I have some movement on this and a solution is close. The rep says he is going to get the ACP people on the phone and clear it up right this minute. Great, I reply, thank you.

So I wait... and I wait... and I wait... and I wait for over 30 minutes, but then without saying anything he hung up on me.

As I said, this is at least the third or fourth time calling. It is frustrating that nobody thought that maybe they should communicate with me that there was a problem? And the problem is just my middle name being formatted differently? It's ludicrous that I still don't have this set up. I have wasted so much time on this. The agents I spoke with don't know how to do anything but they are quick to talk over you and tell you that you are wrong.

I have had to go over this every time I get on the phone and it is just absurd that it has taken this long....

Customer service is now an endless circle of virtual assistant scripted responses until you get frustrated, give up and leave. I don't get the feeling that any of this even shows up on your radar as a problem.

So sorry to be blunt. But if I have to do any more work on this I am going to need to get a paycheck from Xfinity.

Happy Thanksgiving 

I have copy/pasted the approval email here:

Dear PETER,

You’re approved to get your Affordable Connectivity Program benefit. Sign up by 02/20/2024.

What to do next

If you already have internet
Contact your internet company and say, “I have been approved for the Affordable Connectivity Program and would like to apply it to my service.” Then, give them the information below.

If you don’t currently have internet
Find an internet company that can provide service to your address and say, “I have been approved for the Affordable Connectivity Program and would like to sign up for internet.” Then, give them the information below.

Have questions? Visit GetInternet.gov, email us at ACPSupport@usac.org, or call (877) 384-2575. The support center is open 7 days a week, from 9:00 a.m. to 9:00 p.m. ET.

ACP Support Center

Universal Service
Administrative Co.