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

  1131 Broadway San Diego, CA 92101-5611

  
• 

  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:11/21/2022

  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.

  TruConnect turned off my Lifeline telephone because I went with another company for my Affordable Connectivity Program ACP although they are separate programs and Truconnect terms and conditions state that the services are separate and you don't have to apply for both to receive one service. Every time I was instructed by their support team to reapply for my Lifetime services I was redirect to ACP program. They are violating their terms and conditions and their contract with the Federal Government. My telephone number was******************************. Please assist me with getting my Lifeline service reinstated without changing my ACP provider to Truconnect, Thank you.
  

  Business Response

  Date: 01/27/2023

  Consumer Response /* (-5, 5, 2022/12/10) */
  Truconnect contacted me via email and told me to contact their worker and the worker took me step by step and truconnect is still trying to get me to accept ACP when I only want Lifeline. Their terms and condition states you don't need ACP to get Lifeline cell service. Yet they are requiring customers to accept both. I should not have to reapply and accept ACP they should just reconnect my Lifeline cell phone service. Thanks.
  
  
  Business Response /* (1000, 7, 2022/12/12) */
  12/12/2022
  
  
  ********************************
  
  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,
  
  
  ****************
  Director, Customer Care
  TruConnect Communications, Inc.
  Email: ************************
  
  
  Consumer Response /* (3000, 9, 2022/12/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I don't know why Truconnect is lying to you all. I talked with Truconnect several times as recent as 12/12/22. They walked me through the application for Lifeline. I emailed them proof of low income. I received an application code ************ they said I would hear from them in 1-3 days. I have not heard back from them as of 12/19/23
  
  
  Consumer Response /* (-5, 12, 2022/12/31) */
  On 12/30/22 I was contacted by Truconnect via telephone an ***** who informed me my my 5 previous applications for Lifeline services were not accepted because of an error on Truconnect behalf and in spite of the application dated 12/12/22 stating I would receive my SIMs card in 1-3 days I needed to apply again. He walked me through the process then I received an error message directing me to apply for ACP program when I only want to apply for Lifeline service. He said he would correct the error and call me back in in 30 minutes. He called me back and said their system was down and he did not know when it would be fixed. He would call me and let me know. He could not give me a time line.
  
  
  Business Response /* (4000, 16, 2023/01/06) */
  1/6/2023
  
  
  Re:*****************************
  
  We tried to reach out to customer on multiple occasions to address the complaint however we kept reaching a voicemail. TruConnect is committed to doing everything to ensure that our representatives fully comply to state, federal, and company policies. Per our investigation, customer has applied for Lifeline services, but her application is under review, once application is approved, she will receive an email with her account number.
  
  We apologize again for the inconvenience and consider this matter closed.
  
  Best regards,
  
  ****************
  Director, Customer Care
  TruConnect Communications, Inc.
  Email: ************************
  
  
  Consumer Response /* (4200, 18, 2023/01/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I don't think this issue can be resolved. I want to close the case. I'm tired of the game.

• Initial Complaint

  Date:11/17/2022

  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.

  Tuesday Nov 15th, I paid them $10.01 via my Debit Card, they stated my Lifeline/ACP Application was Approved, , That's Not True! I want a Full Refund, I only wish I would have read all The Complaints This Company has,before I made my purchase!
  

  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 800. 430.0443 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:11/17/2022

  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.

  see Attached document

  Business Response

  Date: 03/16/2023

  3/16/2023
  
  
  Re: ************************
  Ticket #*******
  
  We have made multiple attempts to contact the customer at the phone number ************** in order to address their complaint, but unfortunately, we have been unable to reach them and have consistently been directed to their voicemail. At TruConnect, we are committed to upholding all state, ******************** policies, particularly those related to customer privacy and sensitivity. In order to conduct a thorough investigation into this matter, we kindly request that the customer reach out to us directly so we can obtain additional details and work towards a resolution.
  
  We understand that the customer has been experiencing difficulties with applying for our services and has requested a physical application via email. Unfortunately, due to the customer's location in **, we are unable to send physical paperwork or applications for them to apply. Upon checking the account associated with the customer's name and email address, we found no active account. We have made three attempts to contact the customer by phone, but we have been unable to reach them and have been redirected to their voicemail.
  
  We apologize again for the inconvenience and consider this matter closed.
  
  Best regards,
  
  
  *******************************
  Director, Customer Care
  ********************
  Email: ************************************
  Phone:************

• Initial Complaint

  Date:11/15/2022

  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.

  In March I qualify for a True Connect phone and service free because I get SNAP benefits. From day one while I'm making calls and using the internet my connection will drop which hinder my ability to use the phone because in the middle of a conversation it would hang up on the person that I'm speaking to. I called the customer care center numerous of times to get this problem fix and all attempts failed. So today November 14th I asked can I get a replacement phone because I was given a defective device I was told by the ************* Rep that I have to buy a new phone because my phone only had a 90 day warranty but I called numerous times between the day I got the phone in 3 months about the same problem in which they never replaced the phone. I have a phone that I can't even use.

  Business Response

  Date: 11/30/2022

  11/30/2022
  
  
  Re: *************************
  Case #*******
  
  We reach out to the customer and provided a solution that customer is satisfied with. ********************** is committed to do everything to ensure that our representatives fully comply to state, ******************** 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,
  
  
  *******************************
  Director, Customer Care
  ********************
  Email: ************************************
  
  See Attachment/File: **************************pdf

• Initial Complaint

  Date:11/12/2022

  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.

  They advertised, via an agent, a free phone and tablet. I went to the meeting and got a life line phone that was through their service. The agent used their computer to fill out information,. Unbeknownst to me then the agent made up a gmail address. I know that email address wasn't available as I had tried to get it myself. They asked me if I wanted a free tablet. I asked what was the catch, they said none. They then stated it would cost me $20, not free. instead of the usual $25 due to fees. I finally decided to get the tablet. What they chose not to disclose was that they then, without my permission or knowledge filled out a ACP application. I only found out when my internet provider emailed me that i no longer had ACP service. I had to call ACP to find out the new provider. From ACP I also found out the agent had used my one time $100 credit towards a tablet or computer (I would have bought a computer). Again without informing me (or any of us - about 30 of use were ripped off this way). I called TruConnect. I was told I could get my money back and the use of the one time $100 would be removed when I returned the tablet and phone. They did shut off my ACP (which my old provider now has again). No shipping label was sent. I called 11/11 to find out why. Two customer service agents and a supervisor told me everything I was told by the first agent on 11/7 was untrue, not their problem, the reference numbers (4 of them, one for the agent complaint, one to return the phone and tablet, one for the shipping label and one for the refund and reversal of the use of the $100 credit) were not going to be honored and were meaningless, not their problem because they didn't sell/give me this, no record (their agent did). I was out of luck. I want my $20 back, my $100 credit with the federal government program reinstated, they can have their devices. This is dishonest, unethical and the agent is stealing. So far 2 hr 55 min, 3 phone calls, 4 people and so far no resolution.
  

  Business Response

  Date: 01/27/2023

  Business Response /* (1000, 8, 2022/12/07) */
  12/7/2022
  
  
  Re: ******* **********
  Ticket #*******
  
  We reach out to the customer on multiple occasions to address the complaint and were able to resolve issue. TruConnect is committed to doing 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 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,
  
  Best regards,
  ********************************************************************************************************
  
  
  Consumer Response /* (3000, 10, 2022/12/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This complaint is not yet completely settled. I have gotten the check for $20. I have gotten a mailing label but it doesn't cover enough weight for the package and I am not going to pay the difference. I have not yet been given the agent's name and contact information.
  
  I just got off the phone with **************** (the person you are dealing with with this complaint whose name and email is on the letter/her response to the BBB).
  
  She states she will be sending me a new mailing label. She is still investigating and can not yet give me the name of the agent.
  
  I requested that when the TruConnect receives my package with the phone and tablet I want, in writing, confirmation that it was received in undamaged condition so that I have that proof if needed later. Then and only then then my return is complete (I also told her if she wants insurance on the box I am mailing back then TruConnect needs to pay for that too. She agreed.). I told her I would be emailing her the tracking number of the package when I mailed it.
  
  TruConnect's investigation of the agent is not complete, they may still need to ask me questions. They are not yet giving me the agent's name and contact information.
  
  As a result I believe that progress has been made, but there are still things left to be address. I told her this was how I was going to respond to this complaint with the BBB (eg saying I don't accept the response) so she is aware that I believe this complaint is not fully settled. She told me she was fine with that and she would be receiving from the BBB my response; that they were still working on the investigation, and she would be getting back to me later.
  
  Please leave this complaint open at this point in time. I hope we can come to a mutually agreeable resolution. We are part way there which is progress. TruConnect needs more time which I am willing to give them.
  
  Thank you.
  
  
  Business Response /* (4000, 12, 2022/12/29) */
  12/29/2022
  
  
  Re: ******* **********
  Ticket #******
  
  We reached out to consumer an address complaint see below for resolution:
  o We issued an RMA for consumer to return tablet and phone confirmed with her via email that we received her return.
  o We issued a $20 refund that was paid to agent and confirmed with consumer it was received.
  o Confirmed with customer via email they don't have an active account with TruConnect
  Lastly, consumer is asking for agent name we have advised consumer that due to privacy reason we are not able to provide her with that information. 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,
  
  ********************************************************************************************************
  
  
  Consumer Response /* (4200, 15, 2023/01/11) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  NOT COMPLETELY CLOSED.
  
  Everything is closed but receiving the name and contact information of the agent. The FCC requires that all information involved in identity theft transactions be disclosed. (https://www.ftc.gov/business-guidance/resources/businesses-must-provide-victims-law-enforcement-transaction-records-relating-identity-theft ). While I have asked, in writing, for the name and contact information of the agent involved, which is part of the transaction -both originally and in the identity theft fraud after that when she switched me back 5 times (the agent gets a commission for each month I am enrolled in TruConnect's ACP program) I will again make a formal request for that information (and the rest of the details of the transactions) as the law allows me to do and the company is required to provide within 30 days.
  
  This agent is STILL impersonating me, most recently she used my information she had from the Life Line application to call Xfinity, pretend to be me, and cancelled my ACP (I presume since she couldn't, finally, transfer it back to TruConnect since TruConnect finally acted). When I first learned of this latest act on the part of their agent I reported it to TruConnect.
  
  1/10/22 update: The manager of customer service called me. She (I had told her the agent called Xfinity and turned off my ACP) said that they would give the agent's information to the police and not to me. As Xfinity is doing a fraud investigation I told her that they needed to give her name and contact information to them too.
  
  I then told her about the FCC rules, sent her the URL and am waiting to hear back (she forwarded that information to their staff person looking into this).
  
  I do understand TruConnect not telling me how they are/if they are disciplining the agent because that is a human resource department matter and normally companies don't disclose how they discipline employees/agents. That is not under dispute.
  
  It shouldn't have taken a Better Business Bureau complaint to get TruConnect to start to help me with this issue. They should have done this immediately rather than what went on in customer service prior to the director of customer service becoming involved after I filed the complaint here. Once the customer service director became involved that is when much of my complaint was finally resolved.
  
  At this point since the agent is impersonating me shutting off my ACP, I put a lock on my Xfinity account (which will be very inconvenient for me if anything goes out because before I can ever report it I have to call, unlock it, call back, report it, then call back to relock it) and reported fraud to the credit reporting agencies.
  
  I will mark this as resolved once I have the agent information.

• Initial Complaint

  Date:11/10/2022

  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 have an iPhone 12 Pro that I have had the service for over a year. I started to have problems receiving calls, they go straight to voice mail. I've called trueconnect multiple times and I'm asked to wait 24-48 hrs for it to be resolved but that's been going on for 2 weeks. Every time I call they say the same thing with no results. I need my phone fixed.
  

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 8, 2022/12/09) */
  12/9/2022
  
  
  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,
  
  
  ****************
  Director, Customer Care
  TruConnect Communications, Inc.
  Email: ************************
  
  
  Consumer Response /* (3000, 10, 2022/12/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have tried everything you have asked from me to resolve this issue but still has not fixed the problem. You not being able to reach me on my phone number is the problem I'm trying to fix. Any call goes directly to voice mail or says the service not not available at this time.
  
  *******
  
  
  Business Response /* (4000, 14, 2023/01/06) */
  1/6/2023
  
  
  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 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, in order to resolve consumer complaint a factory reset needs to be performed on her device.
  
  We apologize again for the inconvenience and consider this matter closed.
  
  
  Best regards,
  
  ****************
  Director, Customer Care
  TruConnect Communications, Inc.
  Email: ************************
  
  
  Consumer Response /* (2000, 16, 2023/01/16) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I got a call from truconnect and they did resolve the problem. My Phone is working and receiving calls.

• Initial Complaint

  Date:11/08/2022

  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 called TruConnect.
  Spoke with******
  Said he couldn't help me to close my account.
  I am not sure how I came to be signed up with TruConnect service.
  Luis told me that they are a cell phone service.
  I have a provider(ATT).
  I don't need, nor do I want my personal information to be associated with TruConnect's data banks.
  Luis first tells me that I don't have an account associated with my cell phone number then tells that I do have an account associated with my cellphone#, after I give******my TruConnect account #********.
  
  Seems fishy all around.******tells me that I don't have an account with TruConnect, then flips and tells me that I do have an account with TruConnect. ?????
  Then******won't help me to close the account.
  
  I believe I may have been on a government website(Lifeline?) and signed up for services to cut the cost on my cellular and/or internet service and somehow ended up with TruConnect sending me a SIM card and congratulations. ????
  
  I don't even know how to switch out a SIM card and am only interested in the government's provided discount with one's internet and/or cellular service provider.
  
  Your time is greatly appreciated!
  ***************
  
  
  ************
  

  Business Response

  Date: 12/20/2022

  Business Response /* (1000, 5, 2022/11/30) */
  11/30/2022
  
  
  Re:****************
  Case#*******
  
  We tried to reach out to the customer on multiple occasions to address the complaint however we kept reaching an error message. 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,
  
  
  ****************
  Director, Customer Care
  TruConnect Communications, Inc.
  Email: ************************

• Initial Complaint

  Date:11/08/2022

  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 signed with this company trying to get cell service. With the service, I'm supposed to receive 8 GB of data, regardless of how much I use. Every single month since I've had it, after about 2 gigs of usage it shuts off. Every time I've called to complain about this, they have usually fixed it within a day or two. Except for this time when I call, they said they would fix it within 48 hours and it has been well over a week and I still have no service. I've called and been put on hold and hung up on for more hours than I can remember. They acted like they couldn't hear me after finally answering my call and hang up.
  

  Business Response

  Date: 12/19/2022

  Business Response /* (1000, 5, 2022/12/02) */
  12/2/2022
  
  
  Re: *************
  Case#*******
  
  We tried to reach out to the customer on multiple occasions to address the complaint however we kept reaching error. 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,
  
  ****************
  Director, Customer Care
  TruConnect Communications, Inc.
  Email: ************************

• Initial Complaint

  Date:11/04/2022

  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 ordered a phone about a month ago. I received a simple card however still haven't received the phone. I called gave the information I was given n was told the account wasn't associated with my information. I just want my phone.
  

  Business Response

  Date: 12/19/2022

  Business Response /* (1000, 5, 2022/12/02) */
  12/2/2022
  
  
  Re: ****************
  Case#*******
  
  We tried to reach out to the customer on multiple occasions to address the complaint however we kept reaching a 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,
  
  ****************
  Director, Customer Care
  TruConnect Communications, Inc.
  Email:*************************

• Initial Complaint

  Date:10/18/2022

  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.

  I obtained a free tablet from True Connect at a Wal-Mart in ***************** *******. I had it less than a month and the charging port stopped working. I called True Connect and they gave me the address where to send it and they told me to put this return authorization on the package EF706185 and they would send me a new tablet in 5 days. After 2 weeks I called True Connect and they told me that wasn't my account and that my account was closed twice. The first time I didn't have the money to cover the connection fee. When I came back the guy I had talked to wasn't there so they're canceled the account the first guy had made for me and opened up a new account. Everything was fine until the tablet wouldn't charge and I called True Connect and they told me that both accounts was closed and the tablet was not mine and they wasn't going to send my tablet back. I got a picture of the package I sent them with the tablet in it. I want my new tablet like they promised before they gave me the wrong information to put on the package.

  Business Response

  Date: 01/18/2023

  1/18/2023
  
  
  Re: **********************************
  Ticket #*******
  
  Dear FCC Carrier Support:
  
  We reach out to the customer and successfully address his complaint, we have arranged to ship out a C6 replacement device, please note it will take 7 to 10 business days for device to arrive. We ask customer to give us a call to activate the device at ************* at **************. We are available to assist him Monday-Saturday, 7:00 AM to 11:00 PM, CST. The *** return label request is under process, customer will receive an *** label to email on file. TruConnect is committed to doing everything to ensure that our representatives fully comply to state, ******************** policies.
  
  We apologize again for the inconvenience and consider this matter closed.
  
  
  Best regards,
  
  
  *******************************
  Director, *************
  ********************
  Email: ************************************