The company asks low-income customers for proof they qualify for lower phone bills. But hundreds are already qualified.
By HELEN HUNTLEY
Published December 23, 2003
Days after promising to do more for its low-income customers, Verizon mistakenly told hundreds of them last week that they face an additional hurdle to qualify for help.
About 20,000 of Verizon's Florida customers have signed up for the "Lifeline" program, which saves them $13.50 a month. Eligibility is based on participation in certain public assistance programs or income of no more than 135 percent of the federal poverty level.
A letter Verizon mailed to customers last week told all Lifeline participants they had to submit proof of eligibility by Jan. 19 or they would lose their big discount. The problem: That's not true for all of them.
The Office of Public Counsel said it recently qualified about 2,000 Verizon customers based on income, and their eligibility is good for a year. They do not have to send in proof next month.
Verizon spokesman Bob Elek said the letters were sent to those customers by mistake, blaming a new employee for the error. Customers who are eligible based on their participation in food stamps, Medicaid or other programs do have to submit the proof.
"They need to help us get eligible people on Lifeline," said Harold McLean, public counsel. "They ought to err on the side of inclusion. Folks in that income category have enough to worry about without worrying that their phone is cut off."
Telephone companies' promises to extend lifeline services were a consideration for the Florida Public Service Commission in approving big rate hikes last week.
Verizon spokesman Elek said a letter correcting the mistake will be sent to those affected.
