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 Communications Inc

  1131 Broadway San Diego, CA 92101-5611

  
• 

  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

  

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:10/10/2023

  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 have a government phone with truconnect I get data for the internet every month. This month they stole my data and said I used it all up on the day they put it on. I called them at 4ish p.m on 10-5-2023 they told me I used all my data and did I want to buy some more I told them my data have not hit my phone yet they said I used it all. I told them how is that possible when it never hit my phone and I can not use all my data in a matter of hours. I called on10-6-2023 at 8am and ask to speak with a supervisor and the supervisor told me to wait a day. I still have not received my data. 10-09-2023 I called again and they keep saying their system say I used it and I can purchase more. They are scamming the government phone people for extra money please look into this injustice of scamming the poor people . I dail 611 for customer service and I honestly dont know the location. I just know truconnect. Thank you for your time

  Business Response

  Date: 10/18/2023

  10/18/2023
  
  Re: *************************
  Complaint ID: ********
  
  BBB Carrier Support,
  Our investigation revealed that we were able to speak with the customer on her alternative phone number and successfully verified her PIN. During the conversation, we explained to her that some technical issues had caused a delay in adding her data plan to her account at the expected time. We apologized for any inconvenience this may have caused and reassured her that we had resolved the issue by adding her data plan to her account on October 14, 2023. Customers expressed satisfaction with the assistance provided. considering it resolved. If customer needs further assistance our *************************** is available Monday through Saturday, from 5 AM to 9 PM PST, and they can be reached at ************.
  
  We apologize for the inconvenience and consider this matter closed.
  
  Best,
  *******************************
  Director, Customer Care
  ************************.
  Email: ************************************
  Phone: ************

• Initial Complaint

  Date:10/09/2023

  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.

  October 5, 2023 Email (Spam) sent by the company claiming ***************************** has enrolled Account Number: ************** I am not *********************************************Second, I did not enroll.The company is either spamming or something else is going on.Email Text:Hi *****************************,Thanks for being a TruConnect customer! Activate your Amazon Prime benefit now by tapping the button below. Remember, this link is exclusive to you and only for new Amazon accounts.By clicking 'Activate on Amazon,' you agree to the TruConnect Terms and Amazon Prime Terms . Your Amazon Prime subscription continues until cancelled. Cancel anytime by visiting Your Account on Amazon.com and adjusting your membership settings. Cancel before renewal to avoid the next charge.Activate on Amazon Ready to activate? Here's a step-by-*******************:Tap the Activate on Amazon button above. It's your unique link to activate your Amazon Prime benefit, included with your TruConnect plan.You'll be redirected to Amazon to create your account. Enter your name, email, and set a password.Select your qualifying government assistance program and upload supporting documents. Tap Join Prime.That's it! You're all set to enjoy the benefits of Amazon Prime.?Offer subject to change. Amazon Prime through Prime Access has a retail value of $6.99/month. Amazon.com , **** and its affiliates are not sponsors of this promotion. Amazon, Amazon Prime and all related logos are trademarks of Amazon.com , **** or its affiliates. TruConnect. All rights reserved.******************************************************************************** This email was sent by TruConnect. Not a fan? Unsubscribe Privacy Policy | ******************

  Business Response

  Date: 10/17/2023

  10/17/2023
  
  Re: *****************************
  Complaint ***********
  
  BBB Carrier Support,
  We made multiple attempts to reach out to ************************************************, but regrettably, we did not receive a response. Consequently, we conveyed the necessary information via email. As per ********************** complaint, he received an email from TruConnect at ********************** which was intended for a TruConnect customer named *****************************. Both email addresses appear to be generic, resulting in the inadvertent sending of the email to the wrong individual. This misunderstanding led ****************** to believe that his information was being used for TruConnect services. To address this issue, we have taken corrective action by removing the email from our system. Our *************************** is available Monday through Saturday, from 5 AM to 9 PM PST,and they can be reached at ************.
  
  We apologize for the inconvenience and consider this matter closed.
  
  Best,
  *******************************
  Director, Customer Care
  ************************.
  Email: ************************************
  Phone: ************

• Initial Complaint

  Date:10/09/2023

  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 sent back all the products, which truConnect told me to and call them when I got tracking number, so I did. When I see that they got it finally. I called them back and they still won't refund my money 1 tablet and 2 cellphones the tracking number is **********************

  Business Response

  Date: 10/17/2023

  10/17/2023
  
  Re: *******************************
  Complaint ***********
  
  BBB Carrier Support,
  After conducting a thorough investigation, it has been established that the customer holds both a Lifeline and ACP account, activated on 08/10/2023. Unfortunately, the account was disconnected on 09/13/2023, as per the customer's request. Notably, the customer received a complimentary SIM card. Additionally, the customer made two device purchasesa $10.01 Cloud Mobile Sunshine T1 Elite tablet delivered on 08/22/2023 and a $53.82 C6 Typhoon Blue phone received on 09/01/2023. We have advice customer to return devices and we will issue out a refund. Our *************************** is available Monday through Saturday, from 5 AM to 9 PM PST,and they can be reached at ************.
  
  We apologize for the inconvenience and consider this matter closed.
  
  Best,
  *******************************
  Director, Customer Care
  ************************.
  Email: ************************************
  Phone: ************

• Initial Complaint

  Date:10/08/2023

  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.

  The Truconnect employee did not explain what she was doing and signed me up for Truconnect which I did not want. I tried to call and cancel and found out she even made a PIN for me. I was told it was cancelled yet it wasn't. Now they are not answering the phone.

  Business Response

  Date: 10/16/2023

  10/16/2023
  Re: *******************
  Complaint ID#********
  ******************** Carrier Support,
  Our investigation uncovered that the customer initially requested a callback. We promptly
  initiated contact with her at **************. To verify her account details, we presented two
  CPNI questions: "Email" and "How did she acquire our services." She shared that she had
  applied for a Spectrum home internet discount. The customer, under the impression that she was
  dealing with a Spectrum agent rather than a TruConnect agent due to this misunderstanding,
  proceeded with the TruConnect application. Subsequently, she became aware that choosing
  TruConnect would result in the forfeiture of her benefits with Spectrum. Consequently, the
  customer made the decision to cancel her Lifeline and ACP accounts with TruConnect to pursue
  the application with Spectrum. As a result, her TruConnect account was canceled.
  Our thorough investigation has affirmed that the customer expressed satisfaction with the
  cancellation process and the support provided by TruConnect. Consequently, we have formally
  closed the case, marking it as resolved. We encourage customers to reach out to us for any
  additional assistance or to address any lingering queries. Our **************** Department
  operates from Monday to Saturday, between 5 AM and 9 PM PST, and can be reached at
  ************.
  We apologize for the inconvenience and consider this matter closed.
  Best,
  *******************************
  Director, Customer Care
  ********************
  Email: ************************************
  Phone: ************

• Initial Complaint

  Date:09/25/2023

  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.

   
  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. This business is very dishonest trying to get commission from government for service for phones.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/13/2023

  10/13/2023
  
  Re: *************************
  Complaint ID: ********
  
  BBB Carrier Support,
  Upon review, we discovered the customer had an active ******** and ACP account, which was unlinked with TruConnect, with an activation date of 09/12/2023. A free Cloud Mobile Stratus C7 was assigned to the account following their application.Based on the customer's complaint, they were led to believe, via external advice, that applying with TruConnect for a free device wouldn't interfere with their existing ******** services from AT&T. However, applying with TruConnect resulted in the transfer of the AT&T ******** benefit to TruConnect. Currently, the account is inactive because the customer, after calling us on 09/27/2023, opted for cancellation. Thus, the customer has no active ******** and ACP account with **********************. We encourage customers to give us a call for further assistance or to clear up any doubts they might have our *************************** is open from Monday to Saturday, between 5 AM and 9 PM PST, by dialing ************.
  
  We apologize for the inconvenience and consider this matter closed.
  
  Best,
  *******************************
  Director, Customer Care
  ********************
  Email: ************************************
  Phone: ************

• Initial Complaint

  Date:09/21/2023

  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.

  August 8, 2023 Amount 30$A man came to our door representing truconnect.After taking our money and all our info front and back.This started a chane reaction.After email s and phone calls try to cancel ? lifeline service.Amazon services.Any and all services.With no resolution to end this night mare.We have 2tablets and a phone.We're trying to return.Finally wrote a letter.Sent it certified mail, canceling their service.There's a case # Tru -connect gave me ******** The phone number related is **********.Please help.Thanks *********************** and *********************

  Business Response

  Date: 09/28/2023

  9/28/2023
  
  Re: *********************/ ***********************
  ID#********
  
  BBB Carrier Support,
  Our investigation revealed that we attempted to contact the customer at ************** but failed due to calling restrictions;calls to alternate numbers ************** / ************** reached voicemail.An email update has been sent.
  Customers ********************* (********) and *********************** (********) have active ACP accounts with TruConnect since 09/07/2023. Theyve reported non-functional services and devices and claim to have been overcharged by street agents, requesting cancellations and refunds via email. However,these requests cant be processed by the email team due to payment being made in cash and lack of confirmed account details and addresses.  We ask that customer call our *************************** from Monday to Saturday, between 5 AM and 9 PM PST, by dialing ************, to provide additional details on the transitions.
  
  We apologize for the inconvenience and consider this matter closed.
  
  Best,
  
  *******************************
  Director, Customer Care
  ********************
  Email: ***************************************** less wordy s
  Phone: ************
  
  
  

• Initial Complaint

  Date:09/21/2023

  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 on ********************** a free phone. Since August 22nd I am applying to TruConnect. Finally on September 1st I got an order #******** from them. They say I get the sim card but have to pay $80 for the phone. ACO says their Approval #Q69681-20278 covers both. TruConnect claim they have already sent the *** card to me which should have reached by September 14. It has not. They are just stringing me along. I am 82 years old. Please solve this problem. Thank you.

  Business Response

  Date: 10/13/2023

  10/13/2023
  
  Re: *************************
  Complaint ID: ********
  
  BBB Carrier Support,
  Our investigation revealed that we reached out to customer and confirmed their account details. The customer expressed concerns about not receiving a free device. We explained that to qualify for a complimentary phone, a customer needs to be enrolled in both Lifeline and ACP benefits. This customer, however, only enrolled in the Lifeline benefit and did not apply for ACP. Assistance in navigating these processes was provided by a third party,*****************************, whom we were authorized to converse with. ****** claimed to have applied for both Lifeline and ACP benefits on behalf of the customer but only received a SIM card. Despite clarification, the customer struggled to comprehend the reason behind the denial of a free phone.
  Should she require further help, our *************************** operates from Monday to Saturday, 5AM - 9PM PST, and can be reached at ************.
  
  We apologize for the inconvenience and consider this matter closed.
  
  Best,
  *******************************
  Director, Customer Care
  ********************
  Email: ************************************
  Phone: ************

• Initial Complaint

  Date:09/08/2023

  Type:Customer Service 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 switched to truconnect I was supposed to receive a phone a tablet and unlimited data text and talk with acp and lifeline I received the phone I dont have unlimited data I have email 2 times I have called 2 times I used the assistant on the link I was sent to trouble shoot its not that hard to mail the tablet and put the unlimited data I received nothing but the run around from the start and its fraud to offer things you dont get for personal government benefits

  Business Response

  Date: 09/26/2023

  9/26/2023
  
  Re: ******* Water
  Complaint ID: ********
  
  BBB Carrier Support,
  After verifying the customer's security pin, it was established that her main concern was the non-receipt of a tablet. She had confusion regarding logging in due to having two phone numbers. She was informed that her accounts are now merged and was advised to use the phone number ************** to log into her My TruConnect account. Although she chose to apply for the tablet later and declined a callback, she expressed no further concerns and was satisfied with the resolution provided. If customer needs additional assistance our *************************** from Monday to Saturday,between 5 AM and 9 PM PST, by dialing ************.
  
  We apologize for the inconvenience and consider this matter closed.
  
  Best,
  
  *******************************
  Director, Customer Care
  ********************
  Email: ************************************
  Phone: ************