Complaints

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

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  TruConnect Communications, Inc.

  1149 S Hill St #400 Los Angeles, CA 90015-2894

  
• 

  TruConnect

  4710 Mercantile Dr Fort Worth, TX 76137

• 

  TruConnect Communications, Inc.

  1510 E Florence Ave Los Angeles, CA 90001-2536

  
• 

  TruConnect Communications, Inc.

  8401 Van Nuys Blvd Unit 80 Panorama City, CA 91402-3379

  
• 

  TruConnect Communications Inc

  1131 Broadway San Diego, CA 92101-5611

  

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:04/26/2025

  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.

  I was sold a phone over the phone . According to the agent I talked to. I was getting the phone half price because I have been a customer for 5 years. She sold me a ******* phone. I was told it was a good phone and the security would keep updating for 5 years. I paid with my debit card. I believe it was ******. I never received the phone because even though I gave them exact shipping requirements. Being if you ship it *** or ***** ship it to my home address. If you ship it to my ******* ship it ***** Because the post office will not accept ***** or **** Only ****. So they sent it **** to my home address. **** sent it back to Truconnect. I contacted truconnect. I told them I wanted a refund. I was put on hold when he returned to the conversation. He told me management had approved a refund. Then he told me he would make sure if I ordered another phone it would be sent to my ******* using ***** So I agreed. He said he would expedite the delivery so I would get in 2 or 3 days. This time he said I would be getting a ******** phone. So he asked me my credit card number again for this phone. Assuring me I would receive a credit to my debit card within 7 to 10 days for the ******* phone. Well I never received this ******** phone either. So I contacted them. I was told they sent the phone ***** to my *******.. so since **** don't accept ***** or **** **** sent it back to Truconnect. I contacted them the 21rst truconnect said they received it back and would send it to my *******.... this is the 25th . I contacted them. They had not sent the phone to me. I was told they don't give refunds. For the ******* or the ******** phone. I was never told that when I purchased the phones. Instead I was lied about everything so they could sale a phone. Deceptive business practices.

  Business Response

  Date: 05/05/2025

  05/05/2025
  Re: **** *******
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  The customer expressed concern about not receiving the phones they purchased, which led them to seek assistance for a refund.
  
  According to our records, the customer has been receiving services from ********************** since March 23, 2021, under the Lifeline benefits plan associated with the phone number **************. On March 26, 2025, they purchased a ******* A03s phone for $131.70, and the tracking number was ************. Subsequently, on April 10, 2025, they ordered another phone, a ******** Moto G, for $131.40, and requested to cancel the previous order. The tracking number for the second shipment was **************************. Unfortunately, neither shipment was delivered due to address issues.
  
  We contacted the customer at **************, verified their account, and shared the findings of our investigation, which confirmed problems with the shipping agencies. We informed them that we would be issuing refunds for both purchases back to the debit or credit card used for payment. The refunds should appear in their bank account within the next 7 to 10 business days. The customer accepted this information, and with their consent, 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:**************

• Initial Complaint

  Date:04/18/2025

  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.

  I received an email from ************************** saying my application is in progress. I never ordered anything, nor new about the existing of this company.I called the main number to inform them about the fraudulent order and they make you wait, send you to a "Supervisor", and then they ask you want you want to do with the account. After repeating it is a fraudulent account, they asked me for my date of birth. Of course I did not provide this. They then say if I don't provide this I cant close the account. PURE FRAUD People have to stay away of this company and not to fall into providing personal information

  Business Response

  Date: 04/25/2025

  25/04/2025
  Re: ******** ********
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  Our investigation found that Mr. ******** ******** was concerned after receiving a TruConnect enrollment email, which led them to believe their personal information had been misused. They contacted our customer care team but were unable to complete verification and did not receive the expected resolution.
  
  Upon review, we discovered that a clerical error during another customers application resulted in Mr. ********* email address (******************************)being mistakenly linked to that account. Notably, Mr. ******** resides in ********, while the account in question was registered in ***********
  
  We have removed Mr. ********* email from our system to prevent any further unintended communication. This resolution was communicated to them, and 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: 05/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while I find that this resolution satisfactory to me I still have to share that when they reached out to me after I did this complaint, they AGAIN, requested sensitive data like my date of birth, which was the reason I submitted this complaint. They told me they could not do anything without my DOB. Of course I challenged it, and told them that if they cant look into the account with the account number I received on my email, it only confirms they are the fraudulent ones.

  The answer they provided was exactly what I told them to do, and they only responded to clear the complaint. I still believe they are fraudulent.
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:04/18/2025

  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.

  On 3/21/2025 a canvasser for tru connect phone service came to my door , which is not unusual. He stated his name was Eddson. I was in dire need of a new phone with California lifeline my phone was cracked very badly and I did not want to change my service however, Eddson had two phone options a free cloud or a ******* galaxy at an upgrade of ***** with 100 gigs of data per month. My old phone had unlimited data as well. Since I had went to a couple of the booths that are in this business and most of the companies were offering six gigs because the *** program was ending. I asked if he would be around tomorrow stated he would have to go back to his office location on ca ave so he would be in the area. . Eddson stated if I changed my mind I could call him at his phone number. I called my sister after he left she was also in need of a decent phone. My sister and I discussed it and she said maybe she would get one as well. I called him and asked him to return on 3/22/2025 I was interested in the phone and he may possibly have another customer. I asked him to return around ***** or so. He finally got back to me *** stated he was at their ************** store and would be arriving shortly. He didn't arrive until 7pm which was not an issue I figured he's working. He arrives goes over all of the specs on the phone he stated it was 4 and 5g compatible 100 gigs of data per month, unlocked . My sister and I both buy one. He set mine up then my sister and we instantly had problems. Can't make phone calls internet not working it's 3g. Tried to go to the office on ca ave it doesn't exist. He stops taking my calls. I missed telehealth appointments. among many other things. I don't have enough characters to state the crazy things. It was my last 40 dollars. My life has been in absolute upheaval because of this situation. The phone is not unlocked it glitches our a pop up stated the battery was swelling and much more. Selling junk phones they knew. They don't at all.

  Business Response

  Date: 04/25/2025

  25/04/2025
  Re: ******* ********
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  Following our investigation into the customer's concerns, we found that they experienced difficulties with a recently purchased device, which impacted their ability to use the service and led to a request for a replacement and refund.
  
  The customer enrolled through a *********** Member on 03/21/2025 and was approved for Lifeline benefits under the Lifeline Unlimited Talk, Text & 6 GB monthly data plan, associated with phone number **************. The device in question was purchased at the time of enrollment. Our records confirm that the service was actively used without issue. However, on 04/21/2025, the account was disconnected after the customer resumed their Lifeline benefit with another carrier.
  
  We made attempts to contact the customer while the account was active, but received no response. Once the account was disconnected, we no longer had an alternative contact number. Further follow-up was attempted via email, but we did not receive a reply. As a result, the case has been closed, and our findings have been shared with the customer. Should the customer reach out again, we would be happy to further assist with their inquiry.
  
  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:**************

• Initial Complaint

  Date:04/16/2025

  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.

  truconnect has put a sim lock on my iphone which I owned before switching to truconnect .seeing what bad experience my friend (Mrs ******* had ,and me having the same provider I did my research on simlock .I found that my phone too was simlocked by truconnect.this is a strategy to force their cellular customers from changing cellular providers,seeing that my friend Mrs ******* ******`s iphone that is owned by her is now simlocked an can not be used since 4/10/2025 when she switched to boost mobile with an already boost mobile sim card activated and can not use because of this simlock method ,as truconnect tech support is telling her they have no simlock ? which already shows me the potential problems I can have already in store for me when changing providers since there's a sim lock on my owned iphone .

  Business Response

  Date: 04/27/2025

  27/04/2025
  Re: ******* ****
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  The investigation found that the customer is concerned about being unable to use their TruConnect services. They believe that using a TruConnect SIM in their personal device has resulted in the phone being locked by TruConnect, prompting them to seek assistance.
  
  On 11/12/2024, the customer applied online for the Lifeline benefits plan with TruConnect. Application #******** was approved under the Bring Your Own Device (BYOD) option with a SIM card, providing Unlimited Talk, Unlimited Text, and 4.5 GB of monthly data. Usage records confirm that the account and services are active, and no issues have been identified.
  
  We attempted to contact the customer multiple times using the provided contact information, but did not receive a response. The customer is using their own device, an iPhone. As the customer mentioned their SIM card is locked, we can assist with providing PUK codes or a SIM replacement if applicable. However, if the issue is related to a network-locked device, they will need to contact the original provider of the phone or reach out to Apple Support for further assistance.
  
  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 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:**************

• Initial Complaint

  Date:04/10/2025

  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.

  I am writing to urgently escalate my complaint against TruConnect Communications, Inc. Headquarters for their refusal to release my phone number *************) since December 23, 2023. Despite repeated effortsincluding multiple recorded conference calls with both TruConnect and the gaining carrierthey continue falsely claiming the recipient carriers information is incorrect. Each time, they promise to "open a ticket," "escalate to the back office," and request 48 hours, only to repeat the same cycle without resolution.This obstruction has effectively held my number hostage for over three months, forcing me to pay for unwanted service under duress. Worse,after filing my initial review with your office, TruConnect retaliated by abruptly disconnecting my service without justification on March 20, 2025. This continuous outage has severely disrupted my business operations, resulting in tangible financial losses.Key Details:- ****************** obtained via the Federal Communications Commission,the Affordable Connectivity Program later continued with TruConnect after funding ended on December 1, 2024.- Number porting repeatedly obstructed despite correct documentation.- Retaliatory disconnection following BBB review dated 03/04/2025.I demand immediate intervention to:1- Restore my service without delay.2- Compel TruConnect to release my number promptly.3- Hold TruConnect accountable for retaliatory practices and financial damages.This situation requires urgent resolution to prevent further harm. I appreciate your swift action and will cooperate fully to provide any additional evidence.

  Business Response

  Date: 04/25/2025

  25/04/2025
  Re: ****** *****
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  The investigation found that the customer sought assistance due to difficulties transferring (porting out) their TruConnect phone number to another provider.
  
  The customer had Lifeline + *** services with ********************** beginning 12/23/2023,associated with phone number **************. The **************** was disconnected on 05/23/2024 due to recertification issues, and the *** service ended on 11/29/2024 following the conclusion of *** funding. To retain service,the customer enrolled in a $15/month prepaid plan and made payments through March 2025.
  
  We contacted the customer at **************, verified the account, and explained that the port-out could not be completed due to account disconnection for non-payment. As a courtesy, we reactivated the account to facilitate the port-out and conducted a conference call with the intended provider. During the call, we learned that the customer did not have an active account with that provider. We advised them to first establish an active account with the service provider of their choice and then to proceed with the port-out. The customer acknowledged the information, and 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 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: 04/27/2025

   
  Complaint: 23176791
  
  I am rejecting this response because: I need A full refund for the payment(s) made in March 2025, as I did not receive the service I paid for.

  A detailed explanation of why the account was flagged for "non-payment" despite timely payments. compensation for the three-month period *************** 2025) during which TruConnect wrongfully restricted my ability to transfer my phone number, **************, to another carrier which I lost my money ACTIVIATING the service during said period. outage has severely disrupted my business operations, resulting in tangible financial losses. Compel TruConnect to release my number promptly as TruConnect called me to resove the issue they just give me couple of hours to transfer I need more time to arrange this, Please Hold TruConnect accountable for retaliatory practices and financial damages.
  

  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 05/10/2025

  05/10/2025
  Re: ****** *****
  Complaint ID # ******** Rebuttal
  
  Dear BBB Carrier Support:
  
  The customer is still concerned about the issues they encountered when trying to transfer their TruConnect phone number to another provider.
  
  As previously reported, the customers enrolled in a $15/month prepaid plan to keep their service and phone number, and they made payments through March 2025. In March, the port-out attempt failed because of receiving incorrect information through the new provider number release request. Later, the account was disconnected due to non-payment, and the port-out could not be completed. As a courtesy, we reactivated the account on 04/16/2025 for 24 hours to help with the port-out and held a conference call with the new provider. During the call,we learned that the customer did not have an active account with the new provider, so the case was closed.
  
  More recently, to further address the issue, we contacted the customer at *************, verified their account, and explained our findings. The customer asked for a refund and help with the port-out. However, the account cannot be reactivated. We offered a $15 refund for the March payment as a courtesy, but the customer declined. The customer requested a refund without wanting to give their phone number. The customer was not satisfied with the information provided and ended the call.
  
  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: 05/15/2025

   
  Complaint: 23176791
  
  I am rejecting this response because: Illegally withholding my phone number for months despite valid port-out requests, effectively holding me hostageknowing I could not abandon the number.
  Retaliatory disconnection of my service after I submitted a BBB review, not for non-payment as falsely claimed.
  Financial harm from forced payments for unwanted service and provable business losses due to the unjustified disconnection.

  The port-out process began last February (not March) and remains unresolved due to Truconnect obstruction. I have recorded calls, correspondence, and documentation proving all information provided to the new carrier was correct.
  My account was abruptly disconnected only after my BBB reviewa clear act of retaliation. The $15 refund offered is insulting; it does not cover the months of payments I was forced to make under duress (to retain my number) or compensate for disrupted service.
  Business damages: The wrongful disconnection caused direct financial losses, including missed client calls and broken contracts. I have evidence (e.g., emails, invoices) quantifying these impacts and will present them if required.
  Demands:
  Immediate reactivation and release of my phone number to the new carrier, with written confirmation.
  Full refund of all payments made during the forced retention period and after the retaliatory disconnection.
  Compensation for verifiable business losses caused by Truconnect actions.
  This misconduct violates *** porting rules and consumer protection standards. If this is not resolved promptly, I will escalate to the ***, state attorney general, and pursue legal remedies.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:03/25/2025

  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 purchased additional data through this provider and had to purchase a wifi pass I was charged twice the first purchase kept declining and did authorized holds for $1 on two different cards which eventually released I purchased additional data it successfully went through and had had multiple issues with no service message not beobg able to use the internet I have screen shots to prove it I was charged $40 tow $20 charges the first charge of $20 failed and the second charge the internet is not stable I have to constantly switch to wifi and then when I checked they have an expiration date for when the additional data I paid for will expire which is ridiculous if something is paid for why would it expire ????

  Business Response

  Date: 04/04/2025

  04/04/2025
  Re: ***** *****
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  The investigation found that the customer was concerned about issues related to their data top-**** The customer stated that they purchased data but did not receive it, and they requested a refund.
  
  According to our records, the customer has been using services from ********************** since 08/27/2024 under the Bring Your Own Device (BYOD) Lifeline benefits plan, which includes Unlimited Talk, Unlimited Text, and 4.5 GB of monthly data. The customer purchased two ******** top-**** one on March 7, 2025, and another on March 14, 2025. The customer service plan refreshes around the 28th of each month. We reviewed the customer's service usage file for March and confirmed that they received the purchased data and had already utilized it.
  
  To address the customer's concerns, we spoke with them on April 1, 2025, at their TruConnect phone number. We verified the account and shared the findings of our review. We informed the customer that we are unable to issue a refund since they have already used the data. Additionally, they had a free 4.5 GB and a paid balance of 5 GB of data on their account. We also offered 3 GB of data as a courtesy, but the customer declined, and the call ended without resolution.
  
  Our *************************** remains available Monday through Saturday, 5 AM to 9 PM PST, at **************, should the customer decide to ******************************** is committed to following all applicable 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: 04/10/2025

   
  Complaint: 23108155
  
  I am rejecting this response because: despite repeating telling the representative what happen he ignored the facts i attached proof showong i was having issues with the internet  and was wrongfully charged gor the first time i asked for them to refund the $40 the person refused to do so offering 3gb of data  being money hungry so i will file additional complaints i will also look for another company to switch to  i will file a complaint with the *************************** the attorney general and the *** regarding this matter because an investigation needs to take place to see if other customers are experiencing the same thing i will also forward this communications to the bank to see if filing a dispute to get ny money back is an option 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 04/25/2025

  25/04/2025
  Re: ***** *****
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  The investigation found that the customer remained concerned about issues related to data top-**** stating they did not receive the data services and requested a refund.
  
  As previously reported, a review of the customers March usage confirmed that both free and paid data were received and used. We also offered to share the usage records and provided an additional 3GB of courtesy data. On 04/19/2025, the account was disconnected due to line loss, as the customer transferred their benefits to another provider.
  
  We spoke with the customer, explained our findings, and clarified that they no longer have an active TruConnect account. Since the data was received and used, a refund could not be issued. The customer declined further discussion and ended the call.
  
  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 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:**************

• Initial Complaint

  Date:03/25/2025

  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.

  Hi my name Un ***(******). I am a California LifeLine phone user. My provider is ******************** Inc.Last Saturday 15th, around 6 ******* early in the morning, I had a internet connection problem, so I call the provider, TruConnect.The person who answered my call was ******* who told me my phone was out dated which I purchased January 2024. So I ordered new one *** **** Galexy which I received yesterday so I call them this morning around 6 ******* to activate my new phone. It didn't work any thing and they say the new phone has manufacturers' problem.They disconnected my old phone before new one activated. Which mean new phone is malfunction and old phone they can't reactivated. I can't use my phone until I get another one that I had to repurchase otherwise I loose everything in my ******** complain is they can't return my money back($131.40) because it not refundable. Isn't it ridiculous?I had a job interview on 19th and I expecting to get their decision any time soon or later. I don't have a phone.I am so upset right now and please resolve my issue.

  Business Response

  Date: 04/04/2025

  04/04/2025
  Re: Un Lim
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  The investigation reveals that the customer was concerned after encountering technical difficulties with the phone they purchased and requested assistance as well as a refund.
  
  According to our records, the customer has been receiving services from ********************** since 12/16/2020 under the Lifeline benefits plan. On March 15, 2025, the customer purchased a ******* A03s for $131.40. The shipment was delivered on March *******, with the tracking number **************************. The following day,the customer contacted our customer care team to activate the phone and reported an issue with the device. Subsequently, the customer purchased a new phone, a Cloud ********************** Stratus C8 Black, for $98.53. This new phone was delivered on March 26, 2025, with the tracking number 406476566127.
  
  To address the issues, we spoke with the customer on **************, verified the account,and assisted the customer with troubleshooting steps for the ******* A03s, and it began working; however, the customer still wanted a refund since they now had two phones. While the phone was a final sale product, under these exceptional circumstances, we are prepared to issue a full refund. The customer has provided the tracking information for the phone return, and once we receive the device and confirm its condition, we will process the refund. The customer expressed satisfaction with the assistance received, and the case is now closed.
  
  Our *************************** remains available Monday through Saturday, 5 AM to 9 PM PST, at **************, should the customer decide to ******************************** is committed to following all applicable 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: 04/21/2025

   
  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,
  
  Un Lim

• Initial Complaint

  Date:03/17/2025

  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 had a government phone plan through Truconnect. My phone number was **********. It was turned of by Truconnect. Truconnect said that I had called and cancelled my service. I ensured them I definitely had not called nor cancelled service. I explained I had just purchased 35 dollars of data. I would not have done that and the number that called was definitely not me and need to be reported for identity theft. Ensured them my phone was not lost nor stolen but was in my pocket as it had been turned off for no reason. 2/28/25 data purchased. 3/13/25 was shut off for no reason. Asked for a refund was told data can't be refunded. Can't fix my phone or number without paying 15 dollars more. And it would be fixed on a prepaid plan within ************************************************************* data and the time that was given to use that data. I was on the phone for hours and I am including the time spent on the phone and any other time to get back into my apps and other things caused by this blatant and misuse of government funding.

  Business Response

  Date: 04/02/2025

  04/02/2025
  Re: ******* **********
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  Our investigation indicates that the customer was concerned about being unable to use services due to their account being disconnected. They requested a refund for the unused data associated with a recent top-up purchase and stated that they did not request disconnection. Additionally, they sought assistance in reactivating their services.
  
  According to our records, the customer initially received services from ********************** through the Lifeline benefits plan, which included Unlimited Talk, Text, and 6 GB of monthly data linked to the phone number **************. This account was active from 02/10/2025 to 03/13/2025. The account was disconnected at the customer's request, which they made over the phone to our customer care team.The following day, the customer reapplied and was approved for a new account under the phone number **************. The new account is currently active and ready to use.
  
  To address the customers concerns, we made multiple attempts to contact them but did not receive a response. Regarding the refund for the data top-up, the customer is eligible for a $15 refund, which we can issue via check to their service address once we receive confirmation from them. Due to the lack of response,the case is now closed.
  
  If the customer requires further assistance, our *************************** is available from Monday to Saturday, 5 AM to 9 PM PST, and can be reached at **************. TruConnect remains committed to ensuring that our representatives adhere to all 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:03/17/2025

  Type:Billing 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.

  Someone in the *** been attempting to steal my identity. I live in ******. This person opened an account in my name, and I have been in contact with this company since September 2024 begging for them to close and delete this account. I do NOT want this service, and did not sign up for it. I am consistently met with "We cannot help you". I want this to be over, and I want this account gone. As far as I'm concerned, this company assists people with stealing other people's identities and they need to be stopped.

  Business Response

  Date: 04/02/2025

  04/02/2025
  Re: ***** *****
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  In our investigation, we found that Miss ***** ***** was concerned after receiving account information emails meant for a TruConnect customer. This made them believe that their personal information had been compromised. She sought help to cancel the account and requested the removal of her information from TruConnect's database.
  
  During our investigation, we discovered that a clerical error occurred while processing another customer's application, which mistakenly linked Miss ******* email address ************************* to that account. Importantly, Miss ***** resides in ******, while the account in question was registered in the ****TruConnect is a mobile service provider that offers free mobile services under the government program known as Lifeline.
  
  To resolve this issue, we have removed Miss ******* email address from our system,ensuring that she will no longer receive unintended communications. We informed Miss ***** of our findings via email, and she accepted the information provided. The case is now closed.
  
  If Miss ***** requires further assistance, our *************************** is available from Monday to Saturday, 5 AM to 9 PM PST, and can be reached at *************. TruConnect remains committed to ensuring that our representatives adhere to all 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: 04/09/2025

   
  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:03/17/2025

  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.

  I have contacted them multiple times to get the correct port out pin number, all they do is try and talk me out of switching companies. I even spoke to a supervisor. I told them the number they keep giving me 1975 is incorrect.

  Business Response

  Date: 04/02/2025

  04/02/2025
  Re: ***** *******
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  Our investigation determined that the customer was concerned about encountering difficulties when attempting to transfer (Port-Out) their TruConnect phone number, **********, to another service provider.
  
  According to our records, the customer has been receiving services from ********************** since 02/18/2025 under the Lifeline benefits plan, which includes Unlimited Talk,Unlimited Text, and 6 GB of monthly data. On 03/08/2025, the customer reached out to our customer care team requesting to transfer (Port-Out) their account details. The customer was provided with the necessary account information, and we found no issues with the details provided; all the information was correct.
  
  To address the customer's concerns, we attempted to contact them via phone and email but received no response. Currently, the account is active, and the customer can transfer their benefits to their service provider of choice. Due to the lack of response, the case is now closed.
  
  If the customer requires further assistance, our *************************** is available from Monday to Saturday, 5 AM to 9 PM PST, and can be reached at **************. TruConnect remains committed to ensuring that our representatives adhere to all state, federal, and company policies.
  
  We apologize again for the inconvenience and consider this matter closed.
  
  Best regards,
  
  ******* ********
  Director,Customer Support
  ************************.
  Email:**************************************
  Phone:**************