Safelink is clearly ripping off the US Government by receiving Federal funding for phones/service to the elderly and low income families. Problem is they are not providing service.
It is a total scam that promises service you don't get. It is not just incompetence it is criminal in nature. No company can be this incompetent. All the CSR call centers are in India or elsewhere its impossible to resolve complaints.
See all the complaints about Safelink and you'll understand.
Email your Senator now. Something must be done about our tax dollars paying for this apparent rip off.