Business Profile

Mobile Phone Service

TruConnect Communications, Inc.

Headquarters

Complaints

This profile includes complaints for TruConnect Communications, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

329 total complaints in the last 3 years.
93 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:06/20/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
7/23/24 was when I got my phone I think. I just was able to receive my voice mail without a busy signal on 6/12/2025. It's been almost 1 year with no voice mail! I've called at least 10 times to resolve this issue with no resolution. I can't get a job if my potential employer cant get a hold of me. It's 6/18/2025 and I still cant receive voice messages. What in the world is going on !!!
Business Response
Date: 07/01/2025
07/01/2025
Re: **** *****
Complaint ID # ********

Dear BBB Carrier Support:

The findings reveal that the customer was concerned due to difficulties accessing their voicemail, which led them to seek further assistance.

According to our records, the customer applied through a Street Enrollment Representative on 07/23/2024 and was approved under the Lifeline benefits plan. They have been receiving services since then, with the assigned phone number **************.Their plan includes Unlimited Talk, Text, and 6 GB of Data monthly, and they were provided with a free Cloud Mobile Stratus C7 device. We found that the customer had already contacted the customer care team regarding the issue, and the voicemail feature was subsequently reset.

To address this matter, we spoke with the customer at ************** on 06/24/2025,verified the account, and shared the details of our investigation. The customer explained that the voicemail issues had affected their job. We apologized for the inconvenience and assisted them with basic troubleshooting steps, which resolved the issue. The customer confirmed the resolution and had no further concerns. The case is now closed.

Should the customer need further assistance, our *************************** is available at ************** from Monday through Saturday, 5 AM to 9 PM PST. TruConnect remains committed to ensuring all representatives fully comply with state,federal, and company policies.

We apologize again for the inconvenience and consider this matter closed.

Best regards,

******* ********
Director,Customer Support
********************
Email:**************************************
Phone:**************
Initial Complaint
Date:06/10/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This company keeps coming by my house and trying to drop off a free phone using heavy handed sales techniques. I tell them I dont want it and no one in the house qualifies for it. They just keep saying I am retired (I wish) or there is a veteran living in the house or some other beneficiary. Neither my husband or I are retired, veterans or meet any other qualification for this service. I want them to quit coming by and harassing me.
Business Response
Date: 06/28/2025
06/28/2025
Re: ******* *****
Complaint ID # # ********

Dear BBB Carrier Support:

The findings reveal that Ms. ******* ***** expressed concern regarding a visit from a Street Enrollment Representative to her residence without prior consent. This prompted her to seek further assistance. She stated that she had already informed the representatives that neither she nor anyone in her household is eligible for the services, yet the visits continued.

Upon reviewing our records, we found no information for Ms. ***** in our system,confirming that she is not part of our active customer base.

To address Ms. ****** concerns, we contacted her at ************** on 06/17/2025 and shared the results of our investigation. She confirmed the issue; however, she was unable to provide identifying information about the representatives involved. Due to the lack of identifiable details, we are unable to confirm whether the individuals were affiliated with TruConnect ************************************** We advised Ms. ***** to document any identifying information should the individuals return, which would assist in any future investigation. She acknowledged and agreed with the guidance provided. As a result, this case is now considered closed.

Should Ms. ***** need further assistance, our *************************** is available at ************* from Monday through Saturday, 5 AM to 9 PM PST. TruConnect remains committed to ensuring all representatives fully comply with state, federal, and company policies.

We apologize again for the inconvenience and consider this matter closed.

Best regards,

******* ********
Director,Customer Support
********************
Email:**************************************
Phone:**************
Initial Complaint
Date:06/03/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Received an email addressed the name used for my email address about a pending account. I called to report the fraudulent transaction because I did not apply for the account. Talked with ******, he wanted more of my personal information and would not flag the account as suspicious or fraudulent.
Business Response
Date: 06/12/2025
06/12/2025
Re: **** ****
Complaint ID # ********

Dear BBB Carrier Support:

Our investigation determined that ************* raised concern after receiving a TruConnect enrollment email intended for another customer, which led him to believe his personal information had been misused. Although he contacted our ************* team, the verification process could not be completed, and he did not receive the resolution he expected.

Upon review, we confirmed that a clerical error during another individual's application caused Mr. ***** email address ******************* to be incorrectly associated with that account. It is important to note that Mr. **** resides in ********, whereas the account was registered in *********

To resolve the issue, Mr. ***** email address was promptly removed from our system to prevent further miscommunication. We contacted him on 06/06/2025 at ************* to explain the findings. While the customer remained dissatisfied, he did not express any additional concerns. As such, the case is now closed.

Should ******* need further assistance, our *************************** is available at ************** from Monday through Saturday, 5 AM to 9 PM PST. TruConnect remains committed to ensuring all representatives operate in full compliance with state, federal, and company policies.

We apologize again for the inconvenience and consider this matter closed.
Best regards,

******* ********
Director,Customer Support
********************
Email:**************************************
Phone:**************
Customer Answer
Date: 06/12/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** Star
Initial Complaint
Date:05/12/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 04/29/2025 I purchased a phone from Truconnect's website. The got the order, they charged my debit card, and said they were processing the order. However, when I called them on 05/07/2025 to find out why it still said my order was processing the *** was very rude, arrogant, unprofessional, and not helpful. He said they had no record of me buying a phone and he made me send proof to customer service. It has been 9 days since I ordered my phone and I'm still without a phone because Truconnect is incompetent! I want my phone now or I want my money back now! I paid Truconnect ****** for a ******** Moto G 5G 2025 - Gray, New. And the product #N-1-MO-XT2513-CP-GY. Order#TRU_137899.
Business Response
Date: 05/21/2025
05/21/2025
Re: ******* ******
Complaint ID # ********

Dear BBB Carrier Support:

The investigation revealed that the customer was concerned due to difficulties in obtaining the status and information regarding a phone they purchased online on April 29, 2025. They reported a lengthy wait without receiving the phone or any updates, prompting them to seek assistance in obtaining either the device or a refund.

Our records indicate that the customer has been receiving services from ********************** since May 24, 2023, under the Lifeline benefits plan linked to phone number *************. However, after reviewing our system, we found no record of the transaction with TruConnect. Consequently, when the customer reached out to us,they were not satisfied with the information provided.

To address the customer's concerns, we attempted to contact them but received no response;our call was directed to voicemail. The customer appears to have purchased through a third-party device referral link available on the TruConnect website.We advise the customer to reach out to the Quality One Support Team at ************* for further assistance. Due to the lack of response from the customer,and based on the nature of the case, it has been marked as closed. This information has been communicated to the customer via email.

Should the customer need further assistance, our *************************** is available at ************** from Monday through Saturday, 5 AM to 9 PM PST. TruConnect remains committed to ensuring all representatives fully comply with state,federal, and company policies.

We apologize again for the inconvenience and consider this matter closed.

Best regards,

******* ********
Director,Customer Support
************************.
Email:**************************************
Phone:**************
Initial Complaint
Date:05/12/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Your representatives and company USE stolen information to set up phone accounts, shutting down valid phone accounts - YOU HAVE DONE THIS FIVE TIMES TO ME - one time during the California fires where I was without a phone for 5 days . I have contacted the **** and the ************* and filed a complaint against your company built on fraud. I never gave my information to them EVER. I did not accidentally give it to some random person on the street. They have knowingly done this FIVE TIMES.
Business Response
Date: 05/20/2025
05/20/2025
Re: ****** *****
Complaint ID # ********

Dear BBB Carrier Support:

We investigated ***************** concerns regarding the unauthorized transfer of her Lifeline benefits to TruConnect. She reported multiple instances, prompting her to seek assistance.

Our review identified two accounts. Application # ******** was submitted via a street team representative on 05/06/2025 and was disconnected on 05/14/2025 due to line loss; the customer subsequently resumed benefits with another carrier.Application # ******** was submitted on 05/15/2025. The following day, the customer contacted ********************** to report the unauthorized activity, and the account was promptly disconnected. Both transfers were processed per standard Lifeline transfer policies.

We spoke with Ms. ***** on 05/16/2025 at **************. She expressed concern about unauthorized account activity. We clarified that the individuals involved were third-party representatives and not direct TruConnect employees. The matter has been escalated for internal review. We advised Ms. ***** to reapply with a carrier of her choice within 2448 hours. She confirmed she had no further concerns. The case is now closed.

Should the customer need further assistance, our *************************** is available at ************** from Monday through Saturday, 5 AM to 9 PM PST. TruConnect remains committed to ensuring all representatives fully comply with state,federal, and company policies.

We apologize again for the inconvenience and consider this matter closed.

Best regards,

******* ********
Director,Customer Support
********************
Email:**************************************
Phone:**************
Customer Answer
Date: 05/20/2025

Complaint: 23299222

I am rejecting this response because: I never signed up ANYWHERE AT ANY TIME with TruConnect. I did not go to a kiosk. I did not call them. I submitted nothing online. As I stated in my original complaint - THESE ARE FRADULENT ACCOUNTS. As a matter of fact, another phone was opened up in my name last Friday after they received the complaint and couldn't call me because they had again had my phone disconnected.
This has happened FOUR times this year alone and 3 times last year for a total of SEVEN illegal fradulent accounts which I never opened and never spoke to anyone. I hold a Masters degree and am quite bright so I very much would remember if I wandered up to a person on the street gave them my personal information - I NEVER DID AND I NEVER HAVE. The *************************** has stated that this happens every single day - this is a fraudulent company with awful business practices preying on the most vulnerable.
They cancelled NOTHING. I had to call their customer service to cancel all SEVEN times. There has been no resolution. They have done nothing since the complaint except have my phone disconnected AGAIN which I spent another 7 hours on Friday getting my old service back. Each time they open a FRAUDULENT account, it terminates the phone with Safelink and phone number I've had for almost two years is disconnected.
I have explained this SEVERAL times to them. The ONLY acceptable resolution is to put a fraud alert on my information in my system so that they will STOP disconnecting my phone and NEVER OPEN AN ACCOUNT WITH MY INFORMATION EVER AGAIN. I have filed complaints with the **** and sent a letter to the ************* regarding the fraudulent tactics that TruConnect uses to steal information and continuously open up account after account without authorization.
Business Response
Date: 06/01/2025
06/01/2025
Re: ****** *****
Complaint ID # ********

Dear BBB Carrier Support,

Weve reviewed ***************** rebuttal regarding the repeated unauthorized transfer of her Lifeline benefits to TruConnect.

Our investigation confirmed two applications submitted using her personal information:
Application # ******** Submitted on 05/06/2025 by a field representative; disconnected on 05/14/2025 due to line loss.
Application # ******** Submitted on 05/15/2025; Ms. ***** reported it as unauthorized the next day, and the account was immediately disconnected.

Both transfers followed standard Lifeline policy, but we acknowledge the repeated misuse of her information is unacceptable. The individuals involved were independent representatives, not TruConnect employees. Weve escalated the matter internally for further review.

We spoke with Ms. ***** on 05/16/2025 and continued communication via email on 05/24/2025 to ensure her concerns were addressed. She was advised to reapply with a carrier of her choice and confirmed she had no further questions at that time.

We sincerely apologize for the inconvenience and remain available to assist her at **************, MondaySaturday, 5 AM to 9 PM PST.

Best regards,

******* ********
Director,Customer Support
********************
Email:**************************************
Phone:**************
Customer Answer
Date: 06/05/2025

Complaint: 23299222

I am rejecting this response because: it is absolutely insufficient. After the complaint was filed, two more phones were opened in my name, again SHUTTING MY PHONE SERVICE OFF AGAIN - this was while they were monitoring the situation. They have done nothing to stop it from happening again (eight times total with 3 of them three weeks in a row - 2 of which were after the complaint.) and I have no guarantee that it will not happen again.
They have even lied in the above response. In their previous response to you, they said it was street teams (their employees) and now all of a sudden, it has nothing to do with them. They have NEVER called me- I had to call them to cancel every single time - again several hours spent each and every time to have my rightful service restored. In fact, last week when I called to have it shut down again, the customer service *** had the audacity to ask if I just wanted to keep the phone number (I recorded this) and told me it would be a few hours before it could be shut off. Absolutely unacceptable response and shows that they are trained to do so. This is their business model and how they make money, I have also written the CA attorney general regarding their fraudulent business model.
To recap, they have opened up phones in my name 5 times this year alone - two times after the filed BBB complaint when they said they were monitoring the situation. They have never contacted me in any way. I have resumes out and each time they shut down the number Ive had for TWO years, it can affect my ability to get a job. My phone was shut off for 3 days during the **** fires, leaving me in danger. I have spent at least 40 HOURS of my time having my phone put back to my chosen phone company in the EIGHT times this has happened. Their response is riddled with lies and again there is no guarantee this will not happen again.

Sincerely,

****** *****
Initial Complaint
Date:05/12/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received an email today (May 6, 2025) that an account was opened under my name with my email address on file with TruConnect. I called TruConnect immediately to inform them that this is an identity theft and they should close the account. After I explained the situation, TruConnect refused to close the account on the basis that I was not the person opened the account. I am very concerned about this case being identity theft and would like them to close the account immediately. The account number is ******** and is currently under review for a ******** application.
Business Response
Date: 05/27/2025
05/27/2025
Re: ******* ***
Complaint ID # ********

Dear BBB Carrier Support:

Mr. ******* *** raised concerns after receiving an email related to the enrollment of a TruConnect customer. He contacted our ************* team; however, due to a verification failure, his request to cancel the account could not be processed,prompting him to seek further assistance.

Upon review, we identified that a clerical error during another customer's application led to Mr. **** email address *********************** being mistakenly associated with the account. The customers name and email details were generic, which contributed to the confusion. It is important to note that Mr. *** resides in ********, while the associated account is registered in *********

To resolve the matter, we removed Mr. **** email from our system to prevent any further unintended communications. Although this resolution was communicated to him,Mr. *** continued to request cancellation of the account. To verify identity and rule out potential fraud, we asked for his date of birth to match the account records. Mr. *** declined to provide this information and requested no further contact from TruConnect. As a result, the case is now closed.

Should ****** need further assistance, our *************************** is available at ************** from Monday through Saturday, 5 AM to 9 PM PST. TruConnect remains committed to ensuring all representatives operate in full compliance with state, federal, and company policies.

We apologize again for the inconvenience and consider this matter closed.

Best regards,

******* ********
Director,Customer Support
********************
Email:**************************************
Phone:**************
Customer Answer
Date: 05/29/2025

Complaint: 23295950

I am rejecting this response because: TruConnect was requesting my personal identity information that I do not wish to share with this business based on their attitude towards fraud cases. Their customer support went as far as because the account isnt technically opened by me, I cannot request to close it. Another representative was stretching the importance of this account may be legit. These responses are ironically consistent with their reputation on the internet and social media and it is not a company we would ever consider doing business because we do not want to give them our data. Any normal company that we deal with, would take a potential fraud cases much more seriously and we are deeply disappointed by their response. The representatives we dealt with clearly understood what they were demanding and refused to share their own true names with us. I will not provide any of my personal information to this company as I do not know what they do with it.

Sincerely,

******* ***
Business Response
Date: 06/14/2025
06/14/2025
Re: ******* ***
Complaint ID # ********

Dear BBB Carrier Support:

Our investigation was initiated following Mr. ******* **** report regarding an ***** he received related to the enrollment of a TruConnect customer. Based on the information received, Mr. *** believed the account to be fraudulent and requested its cancellation.

As clarified in our prior response, a clerical error during another customer's application resulted in Mr. **** ***** address *********************** being mistakenly linked to the account. The situation was further complicated by the similarity between the TruConnect customers name and ***** address. It is also relevant to note that Mr. *** resides in ********, while the account was registered in ********. To avoid further confusion, we promptly removed ******* ***** address from our system and notified him of this corrective action.

Upon receiving subsequent notification, we attempted to reach Mr. *** for additional clarification but did not receive a response. He later replied to a follow-up *****, expressing his decision not to provide further information for the investigation and reiterating his request for immediate account disconnection.We explained that the account does not appear to be fraudulent and that the issue originated from an ***** mismatch. Moreover, as Mr. *** resides in ********, he would not have been eligible to apply for a New York Lifeline account. While we have taken all reasonable steps to address his concerns, ****** remains dissatisfied with the outcome.

Should Mr. *** require further assistance, our *************************** is available Monday through Saturday, 5:00 AM to 9:00 PM PST, at **************. TruConnect remains committed to ensuring all representatives comply fully with state, federal, and company policies.

We apologize again for the inconvenience and consider this matter closed.

Best regards,

******* ********
Director,Customer Support
********************
Email: **************************************
Phone:**************
Customer Answer
Date: 06/19/2025

Complaint: 23295950

I am rejecting this response because TruConnect continues to refuse to close a suspected fraudulent account with my name and email address attached to it unless I give them further personal information such as date of birth which can be used for fraudulent purposes. This behavior that overlooks possible fraud because it may not be is unacceptable.

Sincerely,

******* ***
Business Response
Date: 07/04/2025
07/04/2025
Re: ******* ***
Complaint ID # ********

Dear BBB Carrier Support:

We have reviewed Mr. ******* **** concern regarding an email he received about the enrollment of a TruConnect customer.He believes this indicates possible identity misuse and has requested cancellation of the associated account.

As explained in our previous response, the email was the result of a clerical error during another customers application,which inadvertently linked Mr. **** email address *********************** to the account. The confusion was compounded by the similarity between the customers and Mr. **** names and email addresses.

We spoke with Mr. *** on 07/03/2025 at ************ and reiterated the explanation. We clarified that TruConnect provides ******** services based on government eligibility and that the enrolled customer resides in ********, whereas Mr. *** lives in ********. We requested Mr. **** date of birth to verify any potential identity match, but he declined to provide it. Therefore, based on the available information, there is no evidence of fraud, and the account cannot be cancelled. To address his concern, we have unsubscribed Mr. **** email from our system to prevent further communications. While Mr. *** remains dissatisfied, the call was concluded.

Should Mr. *** need further assistance, our *************************** is available at ************** from Monday through Saturday, 5 AM to 9 PM PST. TruConnect remains committed to ensuring all representatives fully comply with state, federal, and company policies.

We apologize again for the inconvenience and consider this matter closed.

Best regards,

******* ********
Director, Customer Support
********************
Email: **************************************
Phone: **************
Customer Answer
Date: 07/11/2025

Complaint: 23295950

I am rejecting this response because TruConnect took zero action against the suspected fraud other than trying to convince me it may not be a fraud. They essentially want to verify that I am the person opened the account otherwise wouldnt close it even though theres multiple red flags. They simply dismiss any issues to retain potential profit. Any legit business would not do such thing especially when related to fraud.

Sincerely,

******* ***
Initial Complaint
Date:05/12/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In June or July 2024,I had issues with voicemail I called truconnect and without resolution they gave sales pitch for another phone.. that":was an upgrade" ( it wasn't according to specifications) I called to cancel order( two days after ) it arrived a couple of weeks later and I called to ask how to send phone back.. was told to call back and give them the tracking number .. I lost debit card and had to order a new one. . custvsvc..kept saying " call back in 7-10 days..as months passed.. of calling back and getting nowhere.fina**" ****** ":agreed to look over the case .and said " the refund would be sent ( I ** wasn't first time I was told to expect refund.. I called direct Express to ask them if they could accept the anticipated refund that was going to be sent to my old card. ************** started a claim and the ask me for a receipt and I never received a receipt it was done by phone.. and truconnect asked me to ask or get information on on proof that the refund was sent and denied.. recently I talked to direct Express and they said it doesn't show that truconnect sent a refund.. and I would have to initiate a request a refund on my own.. to the merchants.. so I called.. a lady said it's been past 30 days and I can't get a refund and I said I don't accept that answer and then she says well you don't have to accept it ****.. you won't get a refund.. and then she said after looking at the computer.. we paid you the refund Korra we paid you.. I said I never received it must have got lost somewhere I never received it.. so I said I able to contact direct Express to get proof that I never received a refund then I found out that they never or doesn't appear that they sent one.. thank you
Business Response
Date: 05/21/2025
05/21/2025
Re: **** *****
Complaint ID # ********

Dear BBB Carrier Support:

The findings revealed that the customer's concerns stemmed from difficulties in claiming a refund for a phone purchased in July 2024. The customer stated they returned the phone for a refund but never received it. In the meantime, they also lost the card used for the original payment, which caused additional complications and prompted them to seek assistance.

The customer has been receiving services with ********************** since 12/04/2023 under the Lifeline benefits plan associated with the phone number **************. On 07/06/2024, the customer purchased a Treswave ****** phone for $87. On 07/08/2024, the customer contacted us to cancel the order; however, as the order was already in transit, it was delivered to them. The customer subsequently returned the phone, and a refund was processed. However, due to the lost card and technical issues with the customers bank, the refund was delayed.

To address the concern, we spoke with the customer at ************** on 05/20/2025. We verified the account, explained the outcome of our investigation, clarified the reason for the delay, and apologized for the inconvenience. Additionally, we processed a request to issue a check refund to the customer's requested address. The check should be received within 7 to 10 business days. The customer expressed satisfaction with the resolution and confirmed they had no further concerns. The case is now resolved and closed.

Should the customer need further assistance, our *************************** is available at ************** from Monday through Saturday, 5 AM to 9 PM PST. TruConnect remains committed to ensuring all representatives fully comply with state,federal, and company policies.

We apologize again for the inconvenience and consider this matter closed.

Best regards,

******* ********
Director,Customer Support
********************
Email:**************************************
Phone:**************
Customer Answer
Date: 05/24/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** *****
Initial Complaint
Date:05/12/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I contacted TruConnect because my identity was used fraudulently to open an account and claim my Lifeline discount, resulting in the loss of my benefits. I requested account closure but was informed that assistance would not be provided due to my inability to provide the fraudulent applicant's address, despite my verification of other details. I demand immediate account closure to reinstate my discount.
Business Response
Date: 05/21/2025
05/21/2025
Re: ***** ********
Complaint ID # ********

Dear BBB Carrier Support:

The investigation revealed that Ms. ***** ********** concerns arose from her Lifeline benefits being transferred to TruConnect without her consent. She reported that she contacted TruConnect for assistance; however, due to a verification failure, she did not receive the expected support, which prompted her to seek further help.

Based on the information gathered, we located the account in question **********. This account was enrolled by a street team member on 02/08/2025 and was approved according to the Standard Lifeline Transfer Order Approval Policies. Please note that the individuals involved were third-party representatives and not direct employees of TruConnect. The matter will be escalated for internal review.

To address her concerns, we spoke with Ms. ******** on 05/16/2025 at **************. We verified the account and shared our findings with her. At Ms. ********** request, we confirmed the necessary details and disconnected the account in question. She accepted the information provided, and the case is now considered closed.

Should the customer need further assistance, our *************************** is available at ************** from Monday through Saturday, 5 AM to 9 PM PST. TruConnect remains committed to ensuring all representatives fully comply with state,federal, and company policies.

We apologize again for the inconvenience and consider this matter closed.

Best regards,

******* ********
Director,Customer Support
********************
Email:**************************************
Phone:**************
Initial Complaint
Date:05/05/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On March 6 I applied for and was certified for a Life line phone through TruConnect. On March 7 my number was ported over, on April 16 my phone was turned off, on April 17 I contacted TruConnect and inquire why my phone was not working and was told I was not certified for the phone I was confused because I was told I qualified for the phone and was given the phone. I believe it was a bait and switch since I was panicking about not being able to use my phone. I was forced to purchase a prepaid plan and after $60 (got refunded $40) and a week I finally got my service turned back on after requesting to cancel the service since I purchased a new phone and wanted my number ported to the new carrier. It's been two weeks trying to get my number ported to the new carrier and I keep getting wrong customer information although the information was verified by both carriers at least 3 times. Please help me get my number ported over since my family and my medical carrier have to contact me. I believe TruConnect is running a bait and switch operation.
Business Response
Date: 05/16/2025
05/16/2025
Re: ******* ****
Complaint ID # ********

Dear BBB Carrier Support:

The customersconcerns arose from challenges encountered while attempting to transfer their TruConnect phone number to another service provider.

Per our records, the customer initially enrolled in the Lifeline benefits plan through a *********** Member on 03/06/2025 and was approved. As part of the program,they received a complimentary Cloud Mobile Stratus C8 device along with a Lifeline plan that included unlimited talk, text, and 6 GB of monthly data.However, on 04/16/2025, the account was disconnected due to a verification failure with the National Verifier.

On 04/18/2025, the customer subsequently enrolled in a $20.00 Prepaid plan. At the customers request, we transferred their previous phone number, **************,from the ******** account to the Prepaid account. The customer later attempted to port the number to a different service provider but experienced delays due to an information mismatch in the port-out request. Once the discrepancy was resolved, the phone number was successfully released on 05/07/2025.

To address the matter, we contacted the customer on 05/07/2025 at ************** and verified the account. The customer expressed frustration regarding the delay in the port-out process. We extended our apologies and provided a detailed explanation of the situation. The customer confirmed that the issue had been resolved to their satisfaction and did not raise any additional concerns. The case is now considered resolved and closed.

Should the customer need further assistance, our *************************** is available at ************** from Monday through Saturday, 5 AM to 9 PM PST. TruConnect remains committed to ensuring all representatives fully comply with state,federal, and company policies.

We apologize again for the inconvenience and consider this matter closed.

Best regards,

******* ********
Director,Customer Support
********************
Email:**************************************
Phone:**************
Customer Answer
Date: 05/23/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* ****
Initial Complaint
Date:05/02/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing a complaint regarding a deceptive incident with a TruConnect ***resentative at 7:15 PM on 25th April at/near ********************************While I was getting into my car, a person wearing TruConnect T-shirt approached me, claiming a government program offered free phones for EBT/Medical recipients, stating it was a "drop off" and only needed ID for a "check-in." They insisted my mother "needed" a phone and pressured me. Based on this deceptive presentation of a free government benefit, distinct from existing services like Lifeline (which wasn't mentioned initially), I provided my mother's ID and last 4 SSN digits.I accepted a $40 upsell, still believing it was part of a free program. During activation, which took over 15 minutes, the *** finally revealed it involved a new phone number and service the government would pay for.Realizing this was a Lifeline enrollment, not a free handout, and knowing my mother already had ******** with another provider, I immediately denied the service and requested cancellation. The *** falsely claimed it was "approved" but then demanded $80. So I had to pay $80 before leaving.Neither my mother nor I consented to enrolling in a new TruConnect line, nor did we sign any agreement. The ***resentative obtained information and proceeded with enrollment under false pretenses.This morning, my mother's existing **************** with her previous provider was canceled a direct result of this unauthorized TruConnect enrollment. This deceptive tactic caused the loss of essential service and risks her losing her long-held phone number.This is a clear case of deceptive sales practices and unauthorized enrollment. I request an investigation, immediate cancellation of the unauthorized TruConnect service without cost, and assistance reinstating my mother's original **************** and phone number.
Business Response
Date: 05/10/2025
05/10/2025
Re: *** ******
Complaint ID # ********

Dear BBB Carrier Support:

The findings indicate that the customer and their son were concerned because a *********** Member transferred their Lifeline benefits to TruConnect and created a new account without providing them with adequate enrollment information. They were not informed that their existing Lifeline account would be affected. As a result, they requested the cancellation of the TruConnect account to reapply with their previous service provider to regain their old phone number and services.

We identified the account in question, ********. It was set up by a *********** Member, and the customer was approved under the Lifeline benefits plan. They received a free phone, a Cloud Mobile Stratus C8, along with a free service plan that included Lifeline Unlimited Talk, Text, and 6 GB of monthly data. It is important to note that the representatives involved were not employees of TruConnect; they were affiliated with a third-party organization working on behalf of TruConnect. We will report this activity to the appropriate team for an internal review.

We attempted to contact the customer but did not receive a response initially.Later, the customer replied via email, stating that while they were initially concerned about the services with their previous provider, they have now decided to continue using TruConnect services. They mentioned that the services are functioning well, and they plan to use them for a few months. Furthermore,they indicated that they no longer wish to pursue the matter further and consider it closed and resolved.

Should the customer need further assistance, our *************************** is available at ************** from Monday through Saturday, 5 AM to 9 PM PST. TruConnect remains committed to ensuring all representatives fully comply with state,federal, and company policies.

We apologize again for the inconvenience and consider this matter closed.

Best regards,

******* ********
Director,Customer Support
********************
Email:**************************************
Phone:**************
Customer Answer
Date: 05/12/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*** ******

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