This is going back about 3 years, so hopefully they've improved, but my experience was they were the most inept company I'd ever done business with. (except maybe the Lingo phone people - they were awful also).
We'd been approved for a phone, but happened to be moving due to foreclosure the day after we received the letter. We waited for the phone, which never came. At the time I thought possibly it was because we moved. However, I spent the next SEVEN (7) MONTHS trying to get a phone from them.
It never came, no matter what I did. And I do remember having trouble getting a live person as well. I also wrote letters & even sent one to the BBB. We finally applied to Safe Link and had a phone within a matter of days.
Fortunately there was no money involved, but much aggravation. Absolutely unbelievable experience!