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Business Profile

Mobile Phone Service

TruConnect Communications, Inc.

Headquarters

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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for TruConnect Communications, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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TruConnect Communications, Inc. has 9 locations, listed below.

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    Customer Complaints Summary

    • 327 total complaints in the last 3 years.
    • 91 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/18/2022

      Type:Product Issues
      Status:
      Answered
      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.
      When consumer filled out the application for the device, consumer checked for a tablet because consumer is legally blind and needs a large screen. The business sent a tiny phone with a tiny screen that is small enough to close one's hand around and cover up completely. Consumer contacted customer service and even spoke to a supervisor and they said there is nothing they can do. They hung up on the consumer. Consumer told business they need to take into consideration people with disabilities such as consumer's blindness.

      Business Response

      Date: 08/31/2022

      ***Document Attached***
      See the attached file for our response.
      See Attachment/File: ************************* BBB *******.pdf

    • Initial Complaint

      Date:08/16/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 just had Lifeline and transferred my existing phone number to Truconnect last month, my phone service was disconnected without any notice and explanation. I tried to call ************ for couple hours, but no one picked up the phone. I tried to reach customer representative through online chat, the agent asked me to reapply for the Lifeline, and I was told that I wouldn't be able to get my number back. This is unacceptable, I never had any experience with any phone carrier like this before. I don't have phone service for more than 12 hours, and I may lost my number. I have been used this number since 2003, what I want it's to get this number back and port to a reliable carrier. Please have someone who can solve this problem to reach me at************* or ************************* This is really matter to me. I can't lost this number.

      Here's my Truconnect account info:
      ****************
      *********************************************************** (Truconnect Number it's not working now)

      Business Response

      Date: 09/30/2022

      Business Response /* (1000, 5, 2022/09/15) */
      Please see attachment for our response.

    • Initial Complaint

      Date:08/12/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 June 23, 2022, I received a free cell phone & purchased a sunshine t1 elite tablet for $10 under the ebb program. The tablet will not connect to the internet, and the statement, "no sim card" pops up occasionally. The only reason I purchased it was to submit my homework on line on a bigger screen than my phone. I've called the only phone number I could find for them and waited on hold for up to 1.5 - 2 hours. At which time they disconnected my calls. Very frustrated, put it down & I stopped trying. on Aug 9, giving them one more chance to help me I sent them an email with the same information I'm including here, and still I have not heard back from them. Additionally, the functionality is terrible! The screen doesn't seem to be calibrated with touch properly. Example: I touch the "," and it types a "z" instead. Or I touch the period "." & it types the "?" Instead. I'm asking for a replacement tablet & sim or a refund, please. as well as accurate contact information. Thank you

      Business Response

      Date: 09/30/2022

      Business Response /* (1000, 5, 2022/09/15) */
      Please see attaachment for our response.

    • Initial Complaint

      Date:08/11/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 will not process my application I am VERIFIED FOR on the national verifier database, denying me a phone... They keep running me in circles and telling me to complete my application, which I do every time (over 10 times now) with no result... I want my phone.... I want them to pay me for my time invested in them jerking me around...

      Business Response

      Date: 01/25/2023

      Business Response /* (1000, 5, 2022/09/15) */
      Please see the attachment for our response.


      Consumer Response /* (3000, 7, 2022/09/19) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      **********, how do you expect to contact me when my preferred method is EMAIL because I have no PHONE! when you did contact me via email it was all a bunch of********* and lies. I completed the application TEN ******* TIMES with no valid result except for you ********************** to just keep saying the application is incomplete! TOTAL ********.


      Business Response /* (4000, 9, 2022/10/06) */
      Please see attahcment for our response.


      Consumer Response /* (4200, 12, 2022/10/17) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      And I continually did that with no result... Their response is how to tell someone to go **** themself without actually telling them to go **** themself.... Why would i POSSIBLY accept this response?

    • Initial Complaint

      Date:08/10/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Upon signing up with Truconnect Wireless phone service, the company wrongfully and duplicitously started charging my account for equipment that I never ordered. When I refused to pay for the items I never ordered, the company turned off my phone service that I had already paid for, indicating I need to send back the equipment. Then they can resume the service. However, they continued to interrupt my phone service even after I had returned the equipment. And they continued to prevaricate or dissemble that the problem can be fixed/resolved. At some point, which is now, I am filing this complaint. The demands are to refund the one month of service that I was never able to use due to constant interruptions and also to discontinue or reverse any related equipment charges that I never ordered, which should not be reported to credit bureaus. I attach receipt that I had returned the illegally sent item that was never properly charged off from my account. The shipping costs for the item should be refunded too, total of $50.00.

      Business Response

      Date: 09/13/2022

      Business Response /* (1000, 8, 2022/08/26) */
      Please see the attachment for our response.

    • Initial Complaint

      Date:08/05/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 was given a Government phone that I unfortunately dropped after 8 months I talked with the original vender that I had gotten the phone from he suggested that I call TruConnect about another phone. Upon doing so the gentleman on the phone suggested that for 96.00 I could upgrade to a newer better phone so I did. I received the phone and proceeded setting it up but when I was doing that a phone call came in and the screen would not let me answer the call. I figured that it was because it was still setting up so I finished the set up and noticed that the touch screen was stuttering so I called for help. I was told to do a FACTORY RESET and was talked through the process but it didn't help after being hung up on several times or as I was told I lost network support. After five different people I finally got ahold of a girl ****** and she gave me a RMA number and the address to send it to so I did just that. Only to wait another 8 days with no phone and get back in the mail the SAME PHONE in the SAME BOX with nothing done. I was to say the least upset so I called back and was told that the phone only has a 90 manufacturer warranty and it was out of warranty. I asked how was that possible when it had only been 3 weeks so I was told once again to send the phone back which I did. At my own expence again and after another 8 days I received the phone back and once again it was the SAME PHONE in the SAME BOX nothing done to it. So I called back and was put on hold as well as disconnected as LOST NETWORK and several other things. At this point I have notified my credit card company to dispute the charge for the phone so they maybe contacting me soon enough if there is any problem or you have any questions for me my number is included in this message thank you for your time and trouble in this matter but I have truly done all and more than I could to resolve this without involving your services but I am afraid I could not Thanks again yours truly ************.

      Business Response

      Date: 09/12/2022

      Business Response /* (1000, 8, 2022/08/26) */
      Please see the attachment for our response

    • Initial Complaint

      Date:08/04/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Was sold a defective phone. I have to send it back, fine. They will not send me one for the replacement until they feel like it. I've had the phone for less than a week.

      Business Response

      Date: 09/12/2022

      Business Response /* (1000, 5, 2022/08/25) */
      We attempted to call the customer multiple times but were unable to reach her. Unfortunately, the customer has already ported out her phone service to another carrier. We apologize for the inconvenience and consider this matter closed.


      Business Response /* (-10, 6, 2022/08/26) */
      ***Document Attached***
      Please see attachment for our response

    • Initial Complaint

      Date:08/01/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 lifeline affordable connectivity program sent me a phone when opened the plastic inside the box was cracked and fractured in the corner with shards inside in order for this to occur a catastrophic impact had to occur hence the shards still being inside this could not have occured from the postman dropping it i requested a phone that has no damage the operator told me many stories that were obvious deceit so truconnect knew of the damage before sending and exploited abused a disabled customer i communicated initially and intentionally sent a catastrophic impact damaged phone to a poor person a lifeline acp customer because they wanted to steal from the government by providing a poor person with a damaged by truconnect bill the government force the poor to use the damaged so they can sell their damaged inventory off on the poor disabled helpless that can not defend ourselves and at the mercy of the company who profits from the government generosity abuses poor disabled and distributes damaged inventory that should be disposed of hence the operator going on and on with deceitful fables to manipulate a disabled poor person that it is healthy to use a damaged cellular phone "it does not matter of the government warnings that there are hazardous chemicals in the phone" "exposure when charging" "i have used a damaged phone with a cracked screen and i am fine" "i have been to the doctor to get checked and he says i am fine and there is nothing wrong i have no cancer or tumors you can not get cancer or tumors" you should request to listen to the conversation he went on and on to try to fool and convince me to use a damaged phone truconnect does not feel a disabled poor person deserves a new undamaged cellular phone because i am not paying for truconnect does not internalize that i am neglected abused bullied decieved cheated robbed brutalized attempted murdered assaulted back stabbed domestic violenced and am penniless and i do deserve a new cellular phone provided.

      Business Response

      Date: 08/26/2022

      Business Response /* (1000, 8, 2022/08/26) */
      Please see attachment for our response

      Consumer Response /* (3000, 15, 2022/09/23) */
      this is the matter of providing damaged phones to disabled and poor and charging our government who are providing out of the kindness of their hearts for undamaged new phones this is a crime illegal truconnect should not be allowed to do business with our government and should not be allowed to conduct any contact with vulnerable disabled poor and take advantage of please expose truconnect and do not let he criminals cover this up and i still want to now give the phone to the authorities instead of back to truconnect so they will cover up their crime

    • Initial Complaint

      Date:07/29/2022

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Yesterday they canceled out my service I tackled them numerous times and spoke with them before going to port my number to another company which I was told to do so by a supervisor that was the only way to get my number back after doing so and paying a company to port my number come to find out that I couldn't port it so I lost out on my money and will have to pay again which I was informed by a supervisor to port my number with another company. I followed they instructions and now I'm out of money and still lost my number all I want is my number back I don't want the service I will just like to get the number back please

      Business Response

      Date: 10/03/2022

      Business Response /* (1000, 10, 2022/09/13) */
      ***Document Attached***
      Please see attachment for our response

    • Initial Complaint

      Date:07/28/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      We applied to a program to discount our xfinity bill. Never heard from them. We then received a TruConnect cell phone which we didn't order. We tried to call TruConnect to get a person to return the phone. We didn't have any lock. We want to return it but can't get the address.

      Business Response

      Date: 08/23/2022

      Consumer Response /* (2000, 9, 2022/08/17) */
      We finally got to talk to a representative and he deducted the phone from our credit card and closed our account. So it is settled.

      thank you.

    TruConnect Communications, Inc. is BBB Accredited.

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