Timeframes

Enrollment process / Re-enrollment

Through the phone

Up to 1 month – Up to 30 days – Up to 20 business days:

• From 7 to 10 business days for the customer to receive the form

• From 7 to 10 business days for us to receive the form sent back by the customer

• From 7 to 10 business days for the customer to receive the phone / for the phone to be reactivated (re-enrollment)

Enrollment Timeframes

NLAD Rules

• NLAD 60 days rule:

• Customer cannot transfer out their benefit from another carrier if they’ve been signed up for less than 60 days to a FEATURE plan (only phone minutes)

TracFone Rules

• 90 days rule (Applies for ST Only)

• If the customer creates a new enrollment and has had a previous one cancelled in the last 90 days, the enrollment can be created by the ST Agent but the Promocode will not get attached to the new ID. Only exception to this rule is that the previous enrollment was cancelled due to NO AV Completed.

Re-enrollment (Re-use / Re-activation)

The phone will be re-activated in 7 to 10 business days, once the account gets Qualified.

WEB

From 7 to 10 business days for the process to be completed (if applicants immediately submit all necessary proofs after creating the account, if applicable.)

Proof upload/MMS/E-mail

Up to 48 hours for the proofs to be received.

Account Status from Qualified to Enrolled

From 7 to 10 business days.

Enrolled Cancellation

Up to 48 hours.

Qualified accounts cannot be Cancelled

The enrollment should be cancelled when the status changes to Enrolled.

Pending Rejection

Immediately.

Resend Phone

From 10 to 15 business days.

Cancelations

Customers should make at least one phone call per month (to any phone number) to avoid a service cancelation due to non usage after 30 days.

RECOMENDATIONS FOR EXTERNAL TIMEFRAMES

Invalid address

Up to 90 days – Time USPS takes to update the address on their system.

Public Records

Up to 60 days – Time SSA takes to update the information on their end.