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:10/01/2022

  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.

  On 10/1/2022, I received an email that someone had (without my knowledge or authorization) opened an account with TruConnect Lifeline and Affordable Connectivity Program.
  As mentioned, I did not apply to open this account and did not authorize the use of my personal information to open this account. This was done so fraudulently.
  I immediately called TruConnect at ************ to close the account. I was told that they could not close my account without my date of birth. Of course, because I do not know this business and because this account was creating fraudulently, it does not make any good sense to provide more personal information. In speaking with three different TruConnect agents, I was told that this fraudulent account cannot be closed without my DOB.
  Of course, this makes no sense that I would provide additional personal information. I had provided my name and the account number. They had my cell phone number and my personal email address, but were insistent on receiving my DOB and refused to close the account without my DOB.
  So now, TruConnect is, without my authorization, holding my personal information and perhaps even approving an account that I did not authorize and that could have a financial impact on me and my credit score.
  I don't care what TruConnect's current account closure process is, it is in violation to hold my personal information and keep me at financial risk to leave this account open. I'm demanding that TruConnect and Affordable Connectivity Program close my account and update its processes to accurately accommodate for cases of fraud. No other reputable communications company has these antiquated processes that hold victims of fraud hostage.
  @BBB - After reading several of TruConnect's 141 complaints in just 3 years, I cannot figure out how you have awarded them an A+ rating. BBB's credibility is at risk with this rating!
  

  Business Response

  Date: 11/18/2022

  Business Response /* (1000, 5, 2022/11/01) */
  Please see attachment for our response.

• Initial Complaint

  Date:09/24/2022

  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.

  On 9..17.2022 I ordered********************** from Tru connect. It arrived on Thursday, 9..22.2022. When I activated it i noticed that it had data entry
  problems. I also had difficulty making outgoing and incoming calls.
  ===================================================================
  Before I ordered it, i was assured that the return policy was 30 days, and their warranty was 90 days. As I evaluated it, was experiencing
  1). SMS messaging and MMS messaging problems
  2) Unable to do basic cleanup and call history cache cleaning.
  3) The phone did not respond to touchscreen attempts (back browser or Home button on the bottom.
  
  I updated the system software using a WIFI network, and did 2 factory resets. There was no improvement.
  
  I made several attempts to contact customer service on their chat line, and
  on their customer service line.. On the phone the wait time was unacceptable. I asked them to trouble shoot the phone over the chat line
  but they backed off.
  
  Because I was very dissatisfied with their phone, I finally asked to return
  the phone and get a refund for the entire amount of $96.98. They told me upfront when i ordered the phone that there was a 30 day return policy..
  On the chat line however, the customer service representative told me to ship it back at my expense and if their technicians decided that the phone was acceptable to them they would return the original phone. They also had the option of sending out a replacement phone. I don't know how reliable they or their phones are and I told them i distrust them.
  
  Also, This cell phone according to their representative had a 90 day
  warranty period. However, their was no written warranty in the box or on their website. I told them by email that I needed it to register the cell phone on Visa card benefit services to double the warranty. to 6 months
  

  Business Response

  Date: 11/03/2022

  Business Response /* (1000, 6, 2022/11/01) */
  Please see attachment for our response.
  
  
  Consumer Response /* (2000, 7, 2022/10/27) */
  on 10.27.2020, I got a call back from customer service asking for clarification of the complaint.
  
  I told them that when I received the phone I had activation issues and furthermore they did not provide the support needed to get the phone in working order. I told them that I finally did the necessary updates, etc,******* updates and did the
  final setup.
  
  I told them that although they needed to improve on support procedures for their customers, that i
  decided to keep the phone and close the complaint.
  
  They reciprocated by giving me an extra 2G of data and thanked me for my business.
  
  I told them that I would close this complaint.
  
  **** Please close this complaint as of 10.27.2022.
  
  Thank you for your attention
  
  *************

• Initial Complaint

  Date:09/16/2022

  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.

  This is the "CHAT" customer service I received on 9/16/2022:
  ************ 03:39 pm
  my phone doesn't work it is broke.
  ************ 03:42 pm
  My account number is ********;
  I was billed $53.33 and I was not supposed to billed anything because I am on Social Security Disabilty Medicade, and Medicare. I filled the application out and I was approved for free assistance. I have the e-mail confirmarion to show this fact.
  *********** 03:56 pm
  Thank you *****, just to make sure, you pay $53.33 for the cell phone right?
  ************ 04:00 pm
  Yes. That is what my account on YOUR web site states. On the Tru-Connect account page- my account page on your web site, it states I was billed $53.33. Actually, it states, "Unlimited Talk and Text and Data- $53.33. Then, it states, "Unlimited Talk and Text 4.5GB $53.33...It appears I was billed twice, $53.33, which comes to over $100? Please, clarify.
  *********** 04:03 pm
  Thank you *****, Do you have the transaction number that you can provide to refund your money? because at the moment we do not have any payment transaction registered on your account with.
  ************ 04:04 pm
  Please, look at my account on your web site. This is what it states. I could send you a screen shot if you like. I do not see any debit on my bank card as yet, true. I am very concerned about what I read on my account page "on your web site.
  ************ 04:05 pm
  Please, explain why it states those charges on the account page on your web site. I need to understand what is going on; I am sure you can understand that.
  *********** 04:07 pm
  Well *****, on this case on your state, Truconnect now is charge for the cell phones, for this new update that Truconnect added is to avoid any fraud actions for the customers that just apply to get a free phone, so the states that we charge for the cell phone is, TN, IN, LA SC, MO, WI and AZ
  ************ 04:11 pm
  I beg your pardon. When I signed up I went under the "Life-line Government Plan" that connected me to Tru-Connect and
  

  Business Response

  Date: 10/21/2022

  Business Response /* (1000, 5, 2022/10/04) */
  Please see the attachment for our response.

• Initial Complaint

  Date:09/14/2022

  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 had gotten a phone back in June from company and now it's not working right and for the past few weeks I've called comstomer service to see if they would send me a new one nope I've had it with these free Obama free government phone company I'm getting sick of getting ripped off of a phone because they don't know how to put them together right I want a new phone or else I'm suing them for false advertising
  

  Business Response

  Date: 10/21/2022

  Business Response /* (1000, 5, 2022/10/04) */
  Please see attachment for our response.

• Initial Complaint

  Date:09/06/2022

  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 am filing on my Walmart phone because my truconnect phone won't let me, I had my truconnect phone 2 months now and have never seen it go above 2 gs. These phones are JUNK! The only thing they are good for is making calls.i lost millions of coins on games because that phone cuts out in the middle of playtime or it just shuts down and sends me to home screen very disappointing, these phones should be discontinued for first time cellphone users my Walmart phone which I am using now has never given me a single problem when I could afford the airtime. I am hotspotting of my truconnect phone just so I can file this, that's pretty sad! The half-assed way some companies are trying to make a quick buck by distributing junk that doesn't work is just ashame on how america and the U.S. gov. Are getting. No disabled vet should have to deal with this kind of crap or disappointment ever! Just goes to show what America is coming to. I posted on Facebook and Twitter how junky these are and people should not get them if they don't want to be disappointed. T.y. I hope something can be done about these peices of junk!
  

  Business Response

  Date: 10/21/2022

  Business Response /* (1000, 5, 2022/10/04) */
  Please see attachment for our response.

• Initial Complaint

  Date:08/30/2022

  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 had problems with truconnect since I have been in partnership with them through their *** program and their emergency broadband benefits program I got with them last year ever since it's been a disaster I have been told that I have free unlimited data next thing you know I've been paying for data they shut my service off because I decided to go to another company I chose to go to q Link wireless which I was with them before I went to truconnect because they actually have unlimited data unlimited talk unlimited text I wasn't selling out money every week because they are just snatching my data from me again on August 27th I decided to sign up to take my ******** program to ***** wireless on Tuesday August 30th my service gets shut off I can't even make a phone call now this is totally sad that I can't even make a phone call if I'm on the affordable connectivity program then that means from the government I am a disenfranchised individual who needs to be able to make phone calls they cut me off I don't even have the SIM card from ***** wireless as of yet so now I'm not able to make phone calls at all their service is horrendous someone from the government needs to look into truconnect wireless ****************** and do something about their shady business practices the customer service Representatives absolutely don't help you they will hang up on you they're rude they curse they treat you so bad I implore anyone anyone who needs affordable connectivity program to bypass as a matter of fact run from truconnect wireless they are absolutely the worst wireless providers ************************** that has ever existed in the United States I know for a fact that the government did not make this program for it to be governed over as some type of tyranny someone please publish this give me someone to talk to because for them to cut my service off when I don't even have the SIM card is purely malicious and the FCC should look into them
  

  Business Response

  Date: 10/21/2022

  Business Response /* (1000, 5, 2022/10/04) */
  Please see attachment for our response.

• Initial Complaint

  Date:08/27/2022

  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 truconnect which is by far the worst service I have ever had.. not only do text not send or calls don't go through but on August 5th I was removed from the *** unlimited data- I had unlimited data for only 3 weeks at most before they took from me.. I have contacted them daily to recertify for *** inwhich im told to fill out online! I have done that and recieve a error message saying that I can't switch in a months time. I never switched companies! Yall removed me!!! Then I followed the steps and still nothing and can't fill out without a error message and I have gotten a email,text and the national verifier says i was approved by Troconnect and still no data! I have shown them my emails, text and they refuse to care or be concerned in the stress this is causing to not have data- so I buy data and spent over $40 on data the month of August which will last for 10mins-40mins and say empty or will say I have data but my phone will not infact have data bc I can't use the internet. This company has no understanding or care! They will not help me with understanding why I don't have *** when I followed the steps (not approved on your end)and take my money and give me hardly no data
  

  Business Response

  Date: 10/14/2022

  Business Response /* (1000, 5, 2022/09/26) */
  Please see attachment for our response.

• Initial Complaint

  Date:08/22/2022

  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.

  on Augist 9, 2022 I went to a vendor station ******************************************** in re: an advertisement that if you recieve ******** you could sign-up for a tablet and a mobile phone. Ater providing my government benifit, address, name and the last 4 of my social security number I realized that the representative was targeting low income communities and requing a *** fee for a free government phone. I told the representative that I wanted him to cancel the application and he replied that he did. About a week later I attempted to apply for a ******************* phone and was told that I have an account with True Connect ****************. I contacted the *************** and they confirmed that the representative submitted (2) applications in my name (BXXXXX-XXXXX) (BXXXXX-XXXXX) I filed a complaint with them that this is a scam and that these people have another vendor station set-up where they are charging people *** dollars and is-leading low income people that they are targeting and getting access to their personal information. The *************** stated that they also will be conducting an investigation. They also confirmed that I do have an application on file where I qualified ************************** I informed them that this application is likely for **************** when I submitted my application back in May 24, 2022 and to date have never gotten the discount credit they advertise for customers and that I do have a long-standing pending complaint on file. Please note that I never got a phone or tablet from True Connect **************** and ask that a full investigation is launched.

  Business Response

  Date: 10/14/2022

  Business Response /* (1000, 10, 2022/09/26) */
  Please see attachment for our response.

• Initial Complaint

  Date:08/21/2022

  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 company sebt a three g unit that could not operate as needed. i returned the defective unit and at my expence and never recieved an thern unit, many time I communicated to this company abd was refused any remedy, I gavw e up in april trying to get them to send a 4g or five gi unit. to no avail. every time I was confronted by a hostile person demanding the phone number that I had to aquire for my phone needs. they never sent a replacement phone and I demand that I am allowed to recover my phone number and be released from theuir fraudlent business contgrol. is there a remedy after 8 months of unacceptable disservice I ca n be released fom the clutches of this ailien businesss , now?

  Business Response

  Date: 10/14/2022

  Business Response /* (1000, 5, 2022/09/26) */
  Please see attachment for our response.

• Initial Complaint

  Date:08/20/2022

  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.

  In January 2022 I opened an account with Trueconnect, a service provider for cellphones through the United States Government. The phone immediately gave me problems. I called to get a replacement and was told none were available, there was a wait because of the pandemic. Because I accepted this, I didn't callback until after as they say, my 90 day warranty was over. Although they clearly could see my call from the first week, they would not honor there own warranty. They suggested to buy another phone for **** I'm on Disability, this is a government issued phone. I don't HAVE the **** if I did, I probably could afford better service. I'm ashamed and embarrassed and exhausted. And of course, still without a working phone.

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/09/22) */
  Please see attachment for our response