When does it happen?
When the applicant already has two or more Lifeline benefits.
Why does it happen?
Because Safelink will not be able to transfer the customer. That person will have to cancel all the other Lifeline benefits in order to apply with Safelink.
What to do?
If this is the case, while trying to submit the application, a pop-up message will appear, informing that customers will not be able to apply since they were identified as receiving multiple Lifeline benefits. In this scenario, Street Team Agents will not be able to continue with the enrollment creation:
- Street Team Agents will explain that, according to NLAD, they are already receiving two or more Lifeline benefits and that is why we cannot create an enrollment at the moment.
- NLAD will contact the applicants that encountered this validation issue for them to decide which Lifeline provider they want to keep. If they decide they want Safelink, after informing NLAD, customers will need to call us back to apply for the service.