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:12/17/2022

  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 September 28th 2022 I contacted Truconnect told them that I need to purchase a new phone and which I did said my phone would be sent to my address and 7 to 14 business days. never received it I called again told I hadn't received it on October 14th they said they're going to send it again I waited for another 14 days I never received it. I contacted them again Oct 28 they said did would be sent again. At this point in time I said I don't want a phone no more.I no longer want your services. I will go with another company. Please refund my $86.80back he said gladly after putting me on hold for over an hour. They told me it would take 15 days. 15 days come. No money. I contacted them back Dec3 said that my bank card was not working. I had my card damaged and had to get a new one. Regardless it would had posted to my new card. They put me on hold hr+.Said that's the reason why you haven't been refunded.I said fine let me give you my new card.They said no they were going to send me a check 15 days. I never got a check. I call them back.They told me 15 days.again I said fine. 15 days come.no more check. I call them again he said another 15 days I said no I need to speak to your supervisor he said I'm sorry sir this is the only person that you need to deal with. I said fine they said it is going to take 24 to 48 hours to get an answer back to why the check hasn't been sent to me I call him back the time they told me he says going to be another 15 days.I asked can speak to somebody else other than you? Told me again that I could call many times and the only person I would get are them.Them as in whoever is answering the phone. I asked again they told me he was going to be another 24 to 48 hours before you get another answer I said I'm done talking to you I want my money refunded to me to my new card they said they don't do that hung up on me and here I am hoping that you'll help me get my refund from these people thank you.

  Business Response

  Date: 01/31/2023

  1/31/2023
  
  
  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.
  
  We apologize again for the inconvenience and consider this matter closed.
  
  
  Best regards,
  
  *******************************
  Director, Customer Care
  ********************
  Email: ************************************
  Phone: ************
  
  See Attachment/File: ********************************** *******.pdf

• Initial Complaint

  Date:12/17/2022

  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.

  The federal lifeline company TruConnect offering unlimited Data,Talk,Text is misleading. After a certain amount of data used your internet is cut off.

  Business Response

  Date: 01/31/2023

  1/31/2023
  
  
  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 used to have Lifeline and ACP accounts and both accounts were canceled and disconnected. Lifeline account was canceled on 12/16/2022 ACP account was canceled on 12/17/2022 reason being "Line Loss Transfer Out Request". Customer is welcome to reapply as a new customer by calling our ************* Team @ ************
  
  We apologize again for the inconvenience and consider this matter closed.
  
  
  Best regards,
  
  *******************************
  Director, *************
  ********************
  Email: ************************************
  Phone: ************
  
  See Attachment/File: ************************************pdf

• Initial Complaint

  Date:12/16/2022

  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.

  The battery on my phone is not holding a charge and it's a new phone as a member of the ********** Lifeline Program. I called to get a new battery and they told me that I have to send them the entire phone for them to evaluate it and that will leave me without a phone for God only knows how long. I have never heard of any cell phone service asking for an entire phone and then leaving people without a phone. They just send you the part you need. This sounds shady to me and completely inappropriate. I'm disabled and being without a phone is unacceptable. This is isn't the only complaint, but this is the worst of the worst. All I want is a replacement battery sent to me ASAP.

  Business Response

  Date: 01/31/2023

  1/31/2023
  
  
  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. Our initial investigation revealed that customer Lifeline account and ACP account were both canceled on December 2022, customer is welcomed to reapply by calling out ************************ @ ************.
  
  We apologize again for the inconvenience and consider this matter closed.
  
  
  Best regards,
  
  *******************************
  Director, Customer Care
  ********************
  Email: ************************************
  Phone: ************
  
  See Attachment/File: ***********************pdf

• Initial Complaint

  Date:12/11/2022

  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've have been with Truconnect for about a year now and my service has been bad to say the least. I have been without a working phone now for about 3 weeks and I informed them of this problem and they sent me a new Sim card. I then received the SIM in the mail, called to activate, and no service still. I called them back and they told me that the SIM card is registered to someone else. I do not know what to do at this point because I'm only allowed one lifeline benefit and I went with Truconnect and I cannot get any answers from them on what to do now.
  

  Business Response

  Date: 12/22/2022

  Business Response /* (1000, 5, 2022/12/22) */
  12/22/2022
  
  
  Re:**********************************
  
  We tried to reach out to the customer on multiple occasions to address the complaint however call continued to get disconnected. TruConnect is committed to do everything to ensure that our representatives fully comply to state, federal, and company policies. Since this is related to customer's 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,
  
  
  ********************************************************************************************************
  
  Consumer Response /* (2000, 11, 2023/02/01) */
  They are giving me a new phone. Thank you for helping solve my problem ****************************.

• Initial Complaint

  Date:12/10/2022

  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 caught into their customer service because my phone has been messing up it pauses and resets for no reason and I get bad service connection like my data will come in and out and buffer and hard to use I was asking them to please fix this perhaps by replacing the data that I was able to use that month. They not only refused to do anything but they also treated me badly and began to mock me and proceeded to hang up on me very unprofessional and perhaps the worst cellular service that I have ever usedu
  

  Business Response

  Date: 01/06/2023

  Business Response /* (1000, 5, 2022/12/22) */
  12/22/2022
  
  
  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 do everything to ensure that our representatives fully comply to state, federal, and company policies. Since this is related to customer's 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 at************* and we will try our best to provide a resolution
  
  We apologize again for the inconvenience and consider this matter closed.
  
  
  Best regards,
  
  
  ********************************************************************************************************

• Initial Complaint

  Date:12/10/2022

  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 been dealing with this issue on three different phones, so the problem is not with my phone, it's with the service. The majority of my calls go straight to voicemail. My phone won't ring to let me know that a call is coming through. When this happens, the voicemail message heard is, "Welcome to your wireless carrier's voicemail system. You're call has been forwarded to an automated voice messaging system. " Why is it welcoming my callers to THEIR voice messaging system? It's MY voicemail...this is an issue with Truconnect's voicemail they have set up for me. This isn't the voicemail greeting that my callers hear when my calls go through. Callers get the above message when the calls DON'T go through. I have been dealing with this issue with Truconnect since I began using them. The issue stopped for awhile, and now it's back. Customer service will not help me. They blame it on my phone, but I've put other carriers' SIM cards in that same phone with no problems. They also tell me it's an issue with the phone because it's not one of THEIR phones, but don't they advertise that customers can bring their own devices? Why promote something, only to switch and say that a customer needs one of your phones in order for service to work? Customer service reps have no idea what they're doing, and tell me anything just to get me off the phone. I'm so frustrated with this company. It's something going on with their service, voicemail, or the voicemail's call forwarding, but they refuse to correct it. I even had my case escalated and was told that the issue would be resolved within 12 hours, but nothing has been resolved (ticket # ********).
  

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2022/12/22) */
  12/22/2022
  Re:*************
  Ticket #*******
  We reach out to customer and successful resolved complaint. Customer can receive and make calls from
  mobile phone and is able to connect to the internet. TruConnect is committed to doing everything to
  ensure that our representatives fully comply to state, federal, and company policies.
  We apologize again for the inconvenience and consider this matter closed.
  
  Best regards,
  ****************
  Director, Customer Care
  TruConnect Communications, Inc.
  Email:*************************

• Initial Complaint

  Date:11/29/2022

  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 started an account with truconnect for cellular service. That is fine in the US, but I needed to pay extra for international calls ************************************. ******************* I have no other way of contact, other than calling. To date, I cannot call ****************************** through Truconnect. It states I have 'not enough funds' when I have paid for that. This has been going on for nearly three months, I have spoken with many supervisors and they had each said they have fixed the problem when they have not.
  

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2022/12/09) */
  12/9/2022
  
  
  Re:*************
  Ticket# *******
  
  We tried to reach out to the customer and we successful resolved his complaint . TruConnect is committed to do everything to ensure that our representatives fully comply to state, federal, and company policies. Since this is related to customer's privacy and is sensitive, we would like to get a few more details to investigate.
  
  We apologize again for the inconvenience and consider this matter closed.
  
  Best regards,
  
  
  ****************
  Director, Customer Care
  TruConnect Communications, Inc.
  Email: ************************
  
  
  Consumer Response /* (2000, 7, 2022/12/15) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:11/28/2022

  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 applied for ACP & lifeline program. I ported in my phone numbers to Truconnect ********** was my ACP line & ********** was to be my lifeline. TC said a representative accidently disconnected both my numbers. I tried for 10 days to get back service with my numbers. & was told they couldnt get them back. These are the work order #S .************************** .My partner & I had these numbers for 25 years & want them back.I have dates & names & what they told me in my notes. I was told 24 to 48 hours again & again & was told nothing positive. I have moved my service to Safelink & called TC & gave a phone # to reach me. I filed a complaint with FCC Ticket no. ******** I want my phone numbers back so I can port them out of Truconnect & in to Safelink because I no longer trust the service with TC. Phones must be working to port them out. TC lost them they should be able to get them back. I only got the same thing from them that is we are sorry but we cant do that. Who can get them back if they cant. They lost them. At TC I spoke to supervisors ********* on 11/14.***** on 11/14. ***** on 11/16. ***** on 11/18, ******** on 11/21. & ******* on 11/25. They could do nothing to get my numbers back. On 11/25 when I called TC **** supervisor said my ********** # was working. While he was on line we tried the phone & the number was not working & has not since they disconnected it we tried it repeatedly on 11/25 I asked supervisor Miles at TC to put in their notes the number I can be reached because this is not over I will do what I can to get my #s .back. My **** # was ported in on 11/7 & **** on 11/14.. They have been disconnected since ********** 11/14 & ********** since 11/16. I recd. a letter from TC that says apply for lifeline & port in my ****#. I already got approved for lifeline ap ************ & ported my **** # to TC on 11/7. They have not corrected their mistake yet. I want both #s active or able to port out of TC & to Safelink. I no longer trust TC.
  

  Business Response

  Date: 01/27/2023

  Business Response /* (1000, 6, 2022/12/12) */
  12/12/2022
  
  
  Re: *********
  Ticket #*******
  
  We reach out to the customer to address issue and we did successfully resolve her complaint. TruConnect is committed to do everything to ensure that our representatives fully comply to state, federal, and company policies.
  
  We apologize again for the inconvenience and consider this matter closed.
  
  
  Best regards,
  
  
  Claudia*********
  Director, Customer Care
  TruConnect Communications, Inc.
  Email: ************************
  
  
  Consumer Response /* (3000, 8, 2022/12/20) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  In getting my *** # back they disconnected my ************ number that is my husbands # when we try to port it out to SafeLink as a paid line they refused saying it is an acp line & you can't have 2 acp lines. This is their error. From the beginning it should have been a paid line but their rep tried to make it a lifeline telling me you can have an acp line & a lifeline. I was new to the program & knew no better. When I ask about 2 lines in same home he said they are different. I have already paid for the *** # to be a monthly rate line with SafeLink & my *** line is my acp line. I want both my numbers as we have had them for 25 years. It was on 11/14 & the reps name was***** that gave me the wrong information about government lines in the home. The acp & lifeline are considered the one line in the home & you can not have both in one home.
  
  
  Business Response /* (4000, 12, 2023/01/06) */
  1/6/2023
  
  
  Re: *********
  Ticket#*******
  
  We tried to reach out to customer on multiple occasions to address the complaint however we kept reaching an error "the number you dialed has been changed disconnected or is no longer in service". TruConnect is committed to doing everything to ensure that our representatives fully comply to state, federal, and company policies. Per our investigation, we have reactivated per customers request her old Truconnect number, and the customer has already ported out the number. If the new carrier is facing an issue with port in number, that is a new carrier issue and its outside of Truconnect control.
  
  We apologize again for the inconvenience and consider this matter closed.
  
  Best regards,
  
  Claudia*********
  Director, Customer Care
  TruConnect Communications, Inc.
  Email: ************************

• Initial Complaint

  Date:11/27/2022

  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 received Lifeline & ACP, government programs for low income. My phone and text are free based on my income. I signed up with Truconnect. The phone they sent me had scratches all over the screen. When I took back cover off it looked like someone had gouged it with something sharp. The metal clip holding the sim card popped off when back of phone was removed. I contacted truconnect many times because I couldn't believe their response. They said they don't cover physical damage and I need to get the phone repaired and pay for it myself!
  A supposed to be new phone that obviously is broken and can't be used is my responsibility to get fixed????? These are the benefits as truconnect sees them???
  I had the clips for sim card fixed. That was less than 2 weeks ago. Yesterday I had no service. I can't make or receive calls. I've emailed truconnect and messaged them on their Facebook page. I've had no response yet. I am a 68 year old woman with medical issues who's had no phone for 2 days already. This is unacceptable!! Truconnect needs to replace this used, damaged phone. None of this is my fault yet they are making me responsible!!
  

  Business Response

  Date: 01/17/2023

  Consumer Response /* (-5, 6, 2022/12/14) */
  Truconnect sold me a modem/hotspot for $63. I was told I would have internet anywhere I am because the modem is wireless. I would be able to connect 10 devices and have great service. I asked how much data costs and I was told "EVERYTHING FROM TRU CONNECT IS FREE!!! YOU DON'T PAY FOR ANYTHING!!"
  
  I received this modem, connected it to my phone and tv. 6 hours later I had no service and the device wants money to work. I called truconnect and was told the device doesn't work because I need to buy data. I wouldn't have spent $63. for something that I had to pay ridiculous amounts of money to work! That defeats the whole purpose of ACP & Lifeline.
  
  Among other things tru connect owes me $63.
  
  
  Business Response /* (1000, 7, 2022/12/15) */
  12/15/2022
  
  
  Re: ********************
  Ticket #*******
  
  We reach out to the customer and successful resolved her complaint. TruConnect is committed to doing everything to ensure that our representatives fully comply to state, federal, and company policies.
  
  We apologize again for the inconvenience and consider this matter closed.
  
  
  Best regards,
  
  
  ****************
  Director, Customer Care
  TruConnect Communications, Inc.
  Email: ************************
  
  
  Consumer Response /* (3000, 9, 2022/12/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Truconnect did refund the cost of the modem; however, they continue to ignore my concerns regarding their representatives lying about what they offer. I've been told multiple times from them that everything with truconnect is free and unlimited which is not true. They offer VERY limited data which lasted me 9 hours. Then they wanted me to buy data from them. They are not honest nor reputable.
  
  
  Business Response /* (4000, 11, 2023/01/07) */
  1/7/2023
  
  
  Re: *********************************
  
  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, federal, and company 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 has been issued a refund, we apologize again for the inconvenience and consider this matter closed.
  
  Best regards,
  
  
  ****************
  Director, Customer Care
  TruConnect Communications, Inc.
  **************************************************
  
  
  Consumer Response /* (2000, 13, 2023/01/16) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I left truconnect and have a different provider. They act like they're so concerned but it's far from the truth.

• Initial Complaint

  Date:11/22/2022

  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've been struggling to find good phone service that can handle lifeline and ACP and I did order a phone due to all the marketing mostly on YouTube et cetera and facebook regarding true connect however the phone's do not work I cannot even call customer Service or the police can't even use the touch screen I had court in the past month and it was an absolute disaster cause me my reputation quote on quote as I kept on having to speak of my government phones to connect does not work there is no customer service I tried calling it loops around to nothing I went online it looks around to nothing this is not a phone to rely on you cannot use the phone. Someone please help us
  

  Business Response

  Date: 01/10/2023

  Business Response /* (1000, 5, 2022/12/12) */
  12/12/2022
  
  
  Re: *******************************
  
  We tried to reach out to the customer on multiple occasions to address the complaint however we kept reaching voicemail. TruConnect is committed to do everything to ensure that our representatives fully comply to state, federal, and company policies. Since this is related to customer's 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 at************** and we will try our best to provide a resolution.
  
  We apologize again for the inconvenience and consider this matter closed.
  
  
  Best regards,
  
  
  ********************************************************************************************************