IMPORTANT NOTICE REGARDING YOUR CALIFORNIA LIFELINE SERVICE

Dear Valued Customer,

You are receiving this notice, either directed by a text message notice or by mail, because the California Public Utilities Commission (“CPUC”) has identified concerns regarding certain CalFresh Notice of Approval documents (“CalFresh NOA”) that were used to establish eligibility for the California LifeLine Program between January 1, 2026 and April 30, 2026. As a result of these concerns, the CPUC issued a mandate, directing California LifeLine service providers—including Gen Mobile—to require affected subscribers to re-verify their eligibility for the Program.

Our records indicate that your California LifeLine enrollment may have been processed using a CalFresh NOA that is subject to this review. Accordingly, Gen Mobile is required to notify you that you must re-verify your California LifeLine eligibility within 30 days of the date of this notice. Please note this is not for your federal Lifeline benefits.

We understand this notice may be unexpected. Please know that this is a regulatory requirement affecting subscribers statewide, and we are committed to helping you through this process.

What You Need To Do — Re-Verification Steps

To maintain your California LifeLine benefits, you must submit valid, official supporting documentation that confirms your current eligibility for the California LifeLine Program. Specifically, you must provide official proof of your participation in a qualifying program, such as:

• A valid, current CalFresh Notice of Approval (issued by your county social services agency);
• An official eligibility determination letter or notice from another CPUC-accepted qualifying program (e.g., Medi-Cal, CalWORKs, SSI, LIHEAP, Section 8 / Federal Public Housing Assistance, WIC, Tribal TANF, or other applicable program); or
• Any other documentation accepted by the CPUC as proof of California LifeLine eligibility.

Deadline for Re-Verification

You must complete re-verification by submitting your documentation by [30 days from the date of this notice].

We strongly encourage you to submit your documentation as soon as possible. Early submission will help ensure that your eligibility is confirmed promptly and that there is no interruption to your California LifeLine benefits.

Consequences of Non-Compliance

If you fail to submit valid re-verification documentation within 30 days of the date of this notice, you will be deemed ineligible for the California LifeLine Program and will be de-enrolled from the Program. This is required under General Order 153-A, Rule 5.8.1, which mandates the removal of any subscriber found to be ineligible during an audit or eligibility verification undertaken by the CPUC or the Program Administrator.

De-enrollment means that you will lose:

• Your California LifeLine discount on eligible telecommunications services; and
• Any associated service benefits provided through the California LifeLine Program.

Additionally, pursuant to General Order 153-A, Rule 5.3, no California LifeLine Service Provider may knowingly allow a subscriber who does not meet the eligibility criteria to remain enrolled in the Program.

Your Right to Appeal

If you are de-enrolled from the California LifeLine Program as a result of this re-verification process, you have the right to appeal the de-enrollment decision. The appeal process is governed by General Order 153-A, Rule 5.9, which sets forth the procedures for challenging an eligibility determination under the California LifeLine Program.

For information on how to file an appeal, you may visit the California LifeLine Program’s website here for further details on the appeal process and applicable deadlines.

How to Submit Your Documentation

You may submit your re-verification documents to Gen Mobile using any of the following methods:

• By Phone: Call Gen Mobile Customer Care by dialing 611 from your Gen Mobile network phone or calling 1-833-528-1380 to receive instructions on how to submit your documentation.
• Online: Log in to your Gen Mobile Account Portal for online submission instructions and to upload your documentation directly.

Please retain a copy of all documentation you submit for your records as well as proof of submission.

Questions or Assistance

If you have any questions about this notice, the re-verification process, or your California LifeLine eligibility, please do not hesitate to contact Gen Mobile Customer Care by dialing 611 from your Gen Mobile network phone or calling 1-833-528-1380.

Our Customer Care is available to assist you with understanding the requirements, identifying acceptable documentation, and completing your re-verification submission. You may also visit www.californialifeline.com for general information about the California LifeLine Program, eligibility requirements, and the appeal process.

We appreciate your prompt attention to this matter. Completing the re-verification process on time will ensure uninterrupted access to your California LifeLine benefits. Gen Mobile is committed to supporting our subscribers and to compliance with all California LifeLine Program requirements.