T-Mobile holds the contract for this program, they send out defective equipment and expect assurance customers to pay $20+ for shipping. There's CSR's have no idea what customer service is or that they are regulated by the FCC or how to assost with any issue from billing to technical. T-mobile places the title of supervisor on new CSR's who have zero supervisory or management experience which exacerbates problems that the 1st CSR created. None of these people 1. Listen 2. Comprehends call stoner requiring repeated statements due in part to lack of the ability listen 3. Zero process to ensure equipment/devises meet minimum requirements for use i.e. ability to connect with their towers I have been STUCK with a useless device that T-Mobile negligently sent and I am shocked that the Cheif Director responsible for the Assurance Program signed off on such a sub-standard vendor and devices. This is a prime example of negligence with tax payer money. The Director who signed off on this vendor and devices needs to be held accountable for the abuse and negligence withis program. Tax payer funds were allocated for this program and should not be allowed to continue when out ofof compliance with FCC Statutes. If the branch of government responsible for management of the Assurance Program is unable to ethically oversee it they need to find a professional and responsible Director who can successfully manage it. Including giving a reonsible,blbethucal vendor thhe contract. Stop wasting OUR money.