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.

  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.

  216 W Base Line Rd Rialto, CA 92376-3306

  
• 

  TruConnect Communications, Inc.

  2300 Chester Ave Bakersfield, CA 93301-4018

  

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:01/27/2023

  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 attempted to have my number ported over to Truconnect and when they did they disabled both the current number I had with them and the one I ported in. Now I have been without service for weeks afraid I'm going to lose the lifeline/acp benefit and also lose the phone number. I have called and they tell me just wait 2 days and wait 2 days and still nothing, for *****. I do not currently have a working phone because of this. Their support has been useless I tried chat support/email/phone and nothing works they all tell me to wait 2 days. All I want is the port to be done and to have service again. If it can't be done then give me my phone number back so I can take it to another provider PLEASE I need phone service and I currently have none. This is the last ticket number I was given WP45537

  Business Response

  Date: 02/12/2023

  2/12/2023
  
  
  Re:****************************
  Ticket #*******
  
  We tried to reach out to the customer on multiple occasions to address the complaint however we kept reaching voicemail. TruConnect is committed to doing everything to ensure that our representatives fully comply to state, ******************** policies. Since this is related to customers privacy and is sensitive, we would like to get a few more details to investigate. We ask that the customer to please give us a call and we will try our best to provide a resolution.
  
  We apologize again for the inconvenience and consider this matter closed.
  
  
  Best regards,
  *******************************
  Director,Customer Care
  ********************
  Email: ************************************
  Phone: ************

• Initial Complaint

  Date:01/19/2023

  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.

  I recently purchased a ************** unlocked mobile phone, since I was having connectivity problems with them in the past. The old phone was a************* Phone ($98.96).. While on the phone there were line drops while speaking with someone on a cell phone. Also I was interrupted by dial key tones being transmitted, and then the call would terminate.
  
  I transferred the SIM card out of the old phone into the New*********** ***.
  
  I am continuing to experience the same issues on the new phone. Being that this new phone is of higher
  quality. the issue is with their service through ******** cellular service , and not with the phone itself..
  =============================================================================================
  Billing Issues - I have noticed that they have increased the billing cycle through February 10,2023. The billing cycle used to close around the 22nd of the month. This seems to be a ruse so that it extends the Data Usage potential usage to their benefit, There was no notification, by email, mail or text notifications of this billing change.
  
  I would like the**** to contact them and have them revert to the original billing cycle. Also to call me and troubleshoot these issues
  This has been the worst customer service experience i have had, besides being a disreputable company
  
  Thank you for your attention regarding this matter.
  
  **************
  

  Business Response

  Date: 02/02/2023

  Consumer Response /* (-5, 5, 2023/01/29) */
  ***Document Attached***
  Complaint. Continued
  
  I have a copy of a receipt when I purchased the************* phone on 9.22.2022 on line. It normally takes seven business days to ship to my address.
  
  I remember receiving it on the 9.27.2022. Logically I would have had to activate imm3diately.
  
  i did not wait until the 10th of the following month to activate it.
  
  Thank you.
  
  
  Consumer Response /* (2000, 7, 2023/01/31) */
  I was contacted by a **** from corporate -
  
  I believe that concerning
  
  1) Billing cycle - He claims that based on my Application that the billing cycle closes on the 10th of every month. I did not want to argue with him.
  
  2). Connectivity issues - Based on my experience, he maintains legal indemnification
  in that Tru connect cannot always guaranty that
  the signals going to and from different cell phones are going to be stable especially in different zip codes.
  
  ===============================================
  
  He was unable to resolve this issue technically. he will mail out a different Sim card to my address.
  
  
  Therefore - I will close this complaint at this
  time. I was rather disappointed, but there is no use in pursuing this matter an further.
  
  Regards,
  
  *************

• Initial Complaint

  Date:01/18/2023

  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.

  They sent me a phone that the screen does not work correctly I called they they was extremely rude... I met this lady filled out the information. She brought us the phone.. I connected her back she said CONTACT customer service I did they said it was past 48hours I said no I did contact the lady and she didnt contact me back in time she said to call customer service I did as you can see the sim card wasnt corrected until today then I noticed the key board was messed up they want me to pay to return a broken phone they sent me and wait 8 weeks for me to receive a new one guy kept saying I must have damaged it it didnt damage anything heres proof

  Business Response

  Date: 02/12/2023

  2/12/2023
  
  
  Re:*********************
  Ticket #*******
  
  We reach out to the customer to address the complaint and were able to resolve her issue. TruConnect is committed to doing everything to ensure that our representatives fully comply with state, ******************* policies. Our investigation revealed that customer had a faulty device,we have shipped out a replacement and advised it will take 7 to 10 business days to arrive.
  
  We apologize again for the inconvenience and consider this matter closed.
  
  *******************************
  Director,Customer Care
  ********************
  Email: ************************************

• Initial Complaint

  Date:01/17/2023

  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.

  they disconnected my service without noticing. Furthermore, they refusing to port-out my number to the other carrier. Spent a week to fix this issue, unfortunately they wouldn't help me. Terrible company, terrible customer service!

  Business Response

  Date: 02/08/2023

  2/8/2023
  
  
  Re:************************
  Ticket #*******
  
  We tried to reach out to the customer on multiple occasions to address the complaint however we kept reaching voicemail. TruConnect is committed to doing everything to ensure that our representatives fully comply to state, ******************** policies. We ask that the customer to please give us a call and we will try our best to provide a resolution. Based on our investigation, customers MDM was reactivated on 1/12/2023 per their request and they are ready to port out to provider of their choice.
  
  We apologize again for the inconvenience and consider this matter closed.
  
  
  *******************************
  Director,Customer Care
  ********************
  Email: ************************************
  Phone: ************

• Initial Complaint

  Date:01/16/2023

  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.

  This company has agents selling their product to consumers without proper disclosures. The supervisors I spoke with found no issue/s with that. They are making consumers lose their preferred ACP programs in ************* and not telling the public that they are actually doing so. On my own part, I did not know that signing up with them would deprive me of the benefits I have on my internet with spectrum and that made my spectrum bills to go up and now my name is in collection because I could not afford the high bill. I kept wondering why spectrum dropped me off the discount till I called the City and they told me that it happened the day Tru Connect signed me up for themselves. Other companies have a "Disclosure" that explains their product and let you know that theirs is "ACP" but Tru connect did not do that. I feel cheated, betrayed and now my credit is at stake. They need to help me pay that Spectrum bill.

  Business Response

  Date: 02/08/2023

  2/8/2023
  
  
  Re:***************************************
  Ticket #*******
  
  We reach out to the customer to address the complaint on multiple occasions but we reached a voicemail. TruConnect is committed to doing everything to ensure that our representatives fully comply with state, ******************** policies. Customer applied with ********************** for ACP,when customer did this her benefit with previous provider (Spectrum) was canceled. Customer is requesting assistance with her Spectrum bill we advised customers that (1) We cannot assist with her bill (2)Your only allowed one ACP benefit per household.
  
  *******************************
  Director,Customer Care
  ********************
  Email: ************************************
  Phone: ************

• Initial Complaint

  Date:01/13/2023

  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 had my grand daughter purchase a phone for me from them because the previous phone had broken, but apparently it was done incorrectly so I asked for a refund so I could get a phone, the last told me she put in a request for it , but I think it's weird I have to request my money back if you didn't even process it fully. I waited for a few days to allow everything to process , still nothing I called back, I went through the exact same process , nothing happened. I asked why is the request being submitted again when I had called and did it once before and wa told something went wrong. he gave me confirmation that it was done so I waited again and still nothing , I called a third time and it was the same thing. All I want is for them to send my $82 back to my card and yes I still have the receipts

  Business Response

  Date: 02/08/2023

  Tell us 2/8/2023
  
  
  Re:***********************
  Ticket #*******
  
  We tried to reach out to the customer on multiple occasions to address the complaint however we kept reaching voicemail. TruConnect is committed to doing everything to ensure that our representatives fully comply to state, ******************** policies. We ask that the customer to please give us a call and we will try our best to provide a resolution. Based on our investigation, customer requested a refund of <$82.00>and one was issue November 2022.
  
  We apologize again for the inconvenience and consider this matter closed.
  
  
  *******************************
  Director,Customer Care
  ********************
  Email: ************************************
  Phone: ************why here...

  Customer Answer

  Date: 03/03/2023

   
  Complaint: 19315740
  
  I am rejecting this response because: I never received a phone call nor refund. I wouldnt request a refund or even go to this length if I ever received one.  all I ask is that I actually receive my money back.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/28/2023

  3/28/2023
  
  Re: ***********************
  Ticket #********
  
  We apologize for any inconvenience caused by our inability to reach you regarding your recent complaint. At TruConnect, we take compliance with state, ******************** policies very seriously and we strive to ensure that our representatives fully comply with these regulations.
  After conducting a thorough investigation, we have determined that a refund in the amount of $86.40 was due to you. Check #**** for this amount was mailed on 3/28/2023. We understand that receiving a refund is important and we sincerely apologize for any inconvenience caused by the delay in resolving this issue. Please allow **** business days for the check to arrive.
  Additionally, we understand that you did not receive the 1st payment (ID ******** which was credited to your account on or around 12/22. We have taken immediate action to issue a secondary payment to resolve this matter.
  
  We apologize again for the inconvenience and consider this matter closed.
  
  Best regards,
  
  *******************************
  Director, Customer Care
  ********************
  Email: ************************************
  
  
  
  
  
  
  

• Initial Complaint

  Date:01/12/2023

  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.

  on January 12th, 2023 at 7:01PM I received an email from this company saying that my Application is incomplete. I never apply any services with them so I called the company to explained that the account they are trying to open using my information is a fraudulent account. Spoke two 3 person and non of them knew what to do in this kind of situation. ***** a supervisor was the last person I spoke to and he wanted me to provide DOB so that he can cancel the account. I explained numerous time that he doesn't need to verify my info because I never apply and that he needs to open an investigation on the account. well he said he could do anything unless I provide my DOB.

  Business Response

  Date: 02/08/2023

  2/8/2023
  
  
  Re:***************************
  Ticket #*******
  
  We reach out to the customer to address the complaint, customer advised she never applied for our services we informed her that account with TruConnect was  canceled due to incomplete application.
  TruConnect is committed to doing everything to ensure that our representatives fully comply to state, ******************* policies. We ask that the customer to please give us a call and we will try our best to provide a resolution.
  
  We apologize again for the inconvenience and consider this matter closed.
  
  
  *******************************
  Director,Customer Care
  ********************
  Email: ************************************
  Phone: ************

• Initial Complaint

  Date:01/07/2023

  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.

  That I am approved for acp and life line but unable to open a truconnect account and no customer service or support can help besides repeating themselves lying about being supervisors putting me on hold to transfer me to a supervisor and never being transferred and having calls continuously hung up on disconnected told I couldn't be heard but yet responding to everything I say why does the BBB allow companies like this to continue to operate after numerous complaints

  Business Response

  Date: 02/12/2023

  2/12/2023
  
  
  Re:*************************
  Ticket #*******
  
  We tried to reach out to the customer on multiple occasions to address the complaint however we kept reaching voicemail. TruConnect is committed to doing everything to ensure that our representatives fully comply to state, ******************** policies. Since this is related to customers privacy and is sensitive, we would like to get a few more details to investigate. We ask that the customer to please give us a call and we will try our best to provide a resolution.
  
  We apologize again for the inconvenience and consider this matter closed.
  
  
  Best regards,
  *******************************
  Director,Customer Care
  ********************
  Email: ************************************

• Initial Complaint

  Date:12/31/2022

  Type:Delivery 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 a tablet from this company. I never received a tracking number. I received an email on Friday December 22, 2022 saying it was delivered the previous day (I still have the email). **************** said I would get a new one. Then when I called for the tracking number for the replacement the operator said one was not coming. But the operator said I would get one on the previous call. He said call in two days for the tracking number with the escalation ticket number EF726035. **************** was rude and/or misleading on two separate occasions. My informed delivery from **** does not have package delivered for that day also concerning the tablet.On my truconnect app the tablet is not in my purchase history. I asked them can their database see that I never used it. **************** said not possible. I know that is a lie. Finally, the tablet cost $10.01. **************** was/is being ***** and irresponsible with tracking information.

  Business Response

  Date: 02/12/2023

  2/12/2023
  
  
  Re:********************
  Ticket #*******
  
  We tried to reach out to the customer on multiple occasions to address the complaint however we kept reaching voicemail. TruConnect is committed to doing everything to ensure that our representatives fully comply to state, ******************** policies. Since this is related to customers privacy and is sensitive, we would like to get a few more details to investigate. We ask that the customer to please give us a call and we will try our best to provide a resolution.
  
  We apologize again for the inconvenience and consider this matter closed.
  
  
  Best regards,
  *******************************
  Director,Customer Care
  ********************
  Email: ************************************
  Phone: ************

• Initial Complaint

  Date:12/27/2022

  Type:Delivery 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 November 21. 2022 I contacted true connect to purchase a new device. I placed th order for 95 dollars. I've contacted true conect on 11/30-12/1012/19-12/26 each time to e told they can't do anything my phone shoes delivered. On ***** they admitted the mistake and gave me a ticket number reopening my case and sending off h phone I. C a ll e d. Again on o n 12/27 now nothing again.

  Business Response

  Date: 02/08/2023

  2/8/2023
  
  
  Re:***************************
  Ticket #*******
  
  We tried to reach out to the customer on multiple occasions to address the complaint however we kept reaching voicemail. TruConnect is committed to doing everything to ensure that our representatives fully comply to state, ******************** policies. Based on our investigation, customer is requesting full refund for ********************** device as it was lost in transit tracking ************************** shows delivered on 12/2022. We ask that the customer to please give us a call and we will try our best to provide a resolution.
  
  We apologize again for the inconvenience and consider this matter closed.
  
  
  *******************************
  Director,Customer Care
  ********************
  Email: ************************************
  Phone: ************

  Customer Answer

  Date: 03/06/2023

   
  Complaint: 19319114
  
  I am rejecting this response because:
  TThE company states they sent the wrong item out and are holding my item until the item they incorrectly sent is returned. They admit they never sent my paid item out and states they will not refund my money until they find the item they sent out which was not my phone nor to my address.
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/28/2023

  3/28/2023
  
  Re: ***************************
  Ticket #********
  
  We apologize for any inconvenience caused by our inability to reach you regarding your recent complaint. At TruConnect, we take compliance with state, ******************** policies very seriously and we strive to ensure that our representatives fully comply with these regulations.
  After conducting a thorough investigation, we have confirmed that the tracking information indicates that the package was delivered to the correct address. While we are unable to provide a refund based on this information, we want to extend a one-time courtesy refund of $86.40 as a gesture of goodwill.Please allow **** business days for the check to arrive.
  
  
  We apologize again for the inconvenience and consider this matter closed.
  
  Best regards,
  
  *******************************
  Director, Customer Care
  ********************
  Email: ************************************