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:03/17/2025

  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.

  Tru connect scams disable and ********** people into getting a free phone I fell for it being disabled. After signing up they gave me a low quality phone, Cloud, and after I accepted it for three weeks they called me trying to upsell me on a ******* galaxy. I ordered on the 19th they said 6-10 days delivery so Ive only had it for less than a week. Upon receiving receiving the Galaxy I notice small scratches what I though were scratches over the past few days today is match 4th the ear piece completely disintegrated cutting my ear when I used the phone, then they whole screen cracked. Basically they sold me a broken phone for 131 dollars and they are probably doing this to other ********** people. Calling to get it replaced they refused to replace or credit me and as I said ordered on the 19th with 6-10 days delivery means Ive had the phone only for four to six days. No phone should break that easily and this company has a contract with the government and are scamming people poor people they need checks and balances. No warranty even for a week is ridiculous to do to a poor person. Buyer beware

  Business Response

  Date: 04/03/2025

  04/03/2025
  Re: ***** ******
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  Following our review, the customer contacted ********************** regarding concerns with a device they purchased, stating it was damaged upon delivery and requesting a refund.
  
  Our records show that the customer received service under the Lifeline program with TruConnect from 01/21/2025 to 03/04/2025, using phone number **************.Their plan included Unlimited Talk, Text, and 6 GB of monthly data. A complimentary Cloud Mobile Stratus C8 phone was provided as part of their enrollment. On 02/17/2025, the customer purchased a ******* A03s Black for $131.40 through our customer care team. The device was delivered on 02/21/2025 (Tracking Number: **************************), and the customer contacted us the same day to activate it. The first report of any issue with the device occurred on 03/04/2025. On that same day, the customers ported their number to another provider, resulting in the disconnection of their TruConnect account.
  
  ********************** later attempted to follow up by phone to address the customer's concerns.However, the customer indicated they had already secured a refund through their bank and did not wish to continue communication. The call concluded without further resolution.
  
  Our *************************** remains available Monday through Saturday, 5 AM to 9 PM PST, at **************, should the customer decide to ******************************** is committed to following all applicable state, federal, and company policies.
  
  We apologize again for the inconvenience and consider this matter closed.
  
  Best regards,
  
  ******* ********
  Director,Customer Support
  ********************
  Email:**************************************
  Phone:**************

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23020153
  
  I am rejecting this response because: the phone had a small crack when it arrived I did not notice until it moved to the ear piece and started cutting my ear open. Instead of simply replacing the phone the blame was shifted to me and I never once did anything to break the phone it was defective obviously when it arrived and instead of guaranteeing the product like any reasonable business they argued got rude and kept screaming ****** murder at it being my fault. No phone should break within 2 weeks especially when I wasnt using this in a way that would have broken it. The crack was small at the top where the glass connects to the phone I noticed it after cutting my ear that it had moved from that corner to the ear piece slowly and cut my ear open. So this free service manipulated me into upgrading to a ******* that was defective. This company is a scam that pretends to be free but then doesnt guarantee their phones we pay for like any other business would so Im calling them out as a scam company that needs to loose national funding. I had to sign up with a real company that had guarantees, and treated their customers with ****************************** is a scam and they need their government contract rescinded and the government should instead fund phones at real providers to insure that guaranteesare respected.

  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 06/11/2025

  06/11/2025
  Re: ***** ******
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  The finding reveals that the customer's concern remains about the device they purchased, which they claim was damaged upon delivery, and they are requesting a refund. They also expressed dissatisfaction with how the situation was handled.
  
  Per our previously provided findings, it was determined that the delay in reporting the issues contributed to the lack of expected assistance for the customer. On February 17, 2025, the customer purchased a ******* A03s Black for $131.40 through our customer care team. The device was delivered on February 21, 2025 (Tracking Number: **************************). The customer contacted us the same day to activate the device. The first report of any issue occurred on March 4, 2025. On that same day, the customer ported their number to another provider, resulting in the disconnection of their TruConnect account.
  
  We spoke with the customer on 06/06/2025 at ************** and offered assistance with the refund they had requested. The customer confirmed that they received the refund from their bank but expressed dissatisfaction with how the matter was handled. We apologized for the inconvenience caused, and the customer subsequently ended the call.
  
  Should the customer need further assistance, our *************************** is available at ************** from Monday through Saturday, 5 AM to 9 PM PST.TruConnect remains committed to ensuring all representatives fully comply with state, federal, and company policies.
  
  
  We apologize again for the inconvenience and consider this matter closed.
  
  Best regards,
  
  ******* ********
  Director,Customer Support
  ********************
  Email:**************************************
  Phone:**************

• Initial Complaint

  Date:03/07/2025

  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.

  Several times over the last 6 months including just today (03/03/2025) I've purchased additional mobile data (Top-Up) from Tru Connect that I didn't receive, after calling every single time they eventually return my money after several days or credit my account which can only be used for future Top-Up purchases, which I may or may not be able to even use considering the don't always send the mobile data at all, I literally just tried again today to make a mobile data purchase which guess what, they took the money but again didn't provide the data, at the moment the owe me $6, which may not sound like much but I can't trust they'll refund my bank card d instead of crediting my top up account which puts me in a never ending cycle of them taking money for a service they didn't provide and sometimes returning the funds after several days and repeated hassle and effort to get it returned or credit an account that essentially holds me hostage, I'm not a bank and can't afford to keep loaning them money

  Business Response

  Date: 03/28/2025

  03/28/2025
  Re: ***** *******
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  Following an investigation into the customers issues, it was revealed that they were concerned about purchasing additional data but did not receive it, and they sought a refund for those transactions.
  
  Per our records, the customer held a Lifeline benefits account with ********************** from 02/02/2024 to 03/06/2025, and the service plan was Lifeline Unlimited Talk,Text & 4.5 GB monthly data. Regarding the Data Top-up not being added to the account, we found that the customer exceeded the limitation for making data top-*** within the service cycle, so it was not added to the account. Four transactions failed, with a combined value of $10, and these were already refunded in the days following the purchase failure. Please note that refunds take 7 to 10 business days to be completed, and they are credited back to the same source account used at the time of payment.
  
  We attempted to contact the customer to address their concern, but received no response. TruConnect has no refund pending, and as a result, we are required to close the case.
  
  If the customer requires further assistance, our *************************** is available Monday to Saturday from 5 AM to 9 PM PST and can be reached at *************. TruConnect is committed to doing everything to ensure that our representatives fully comply with state, federal, and company policies.
  
  We apologize again for the inconvenience and consider this matter closed.
  
  Best regards,
  
  ******* ********
  Director,Customer Support
  ********************
  Email:**************************************
  Phone:**************

• Initial Complaint

  Date:02/26/2025

  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.

  Someone opened a government mobile line under my name and also a different home address which is not mine with Truconnect provider. This is identity fraud and has been reported also to *****************. I have tried reaching to company but unable to reach anyone to close this account immediately. I was able to find this information due to my safelink mobile number disenrolled. Due to someone else opening an account with another provider under my name. This is unacceptable how does a company allow an individual to open an account knowing this is fraud

  Business Response

  Date: 03/04/2025

  03/04/2025
  Re: ******* ********
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  Our investigation revealed that Ms. ******* ******** was concerned about her Lifeline benefits being transferred to TruConnect without her consent,resulting in the loss of services from her previous service provider. She sought assistance in canceling the account.
  
  Using the provided information, we located account # ******** in our system. The account application was received via a street team member on 02/14/2025 and was approved under the ******** approval guidelines for transfer orders. On 02/17/2025, Ms. ******** contacted the customer care team, explained her situation, and, after verification, the account was disconnected as requested.
  
  To address the concerns, we spoke with Ms. ******** at ********** on 02/28/2025, verified her demographics, and provided details of our findings. Additionally, we have escalated the case to our internal review team. We confirm that Ms. ******** no longer holds any active accounts with ********************** and is free to reapply with any carrier of her choice. She had no further concerns, and the case was closed with her agreement regarding the provided information.
  
  If Ms. ******** requires further assistance, our *************************** is available Monday to Saturday from 5 AM to 9 PM PST and can be reached at **************.TruConnect is committed to doing everything to ensure that our representatives fully comply with state, federal, and company policies.
  
  We apologize again for the inconvenience and consider this matter closed.
  
  Best regards,
  
  ******* ********
  Director,Customer Support
  ********************
  Email:**************************************
  Phone:**************

• Initial Complaint

  Date:02/26/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Feb 6th 2025 I paid truconnect the $5.00 service charge they require for getting phone records, I spoke to **** at the time, **** informed me that it would take 24/48 hours to receive the call records, I spoke to a man named ******** on 2-8-25 who wasnt particularly helpful. He told me something different than **** told me, he said email request I would receive it in 24 to 48 hours which obviously didnt happen and ******** the guy I spoke to on 2-8-25 said no it takes 3 to 5 days to process and deliver it via email. 2 days vs 3 to 5 days is a big difference, especially when I need these due to a potential legal case, On Tue 2-11-25, Once again I contacted Truconnect about the status of my phone call records I spoke with **** on chat and she informed me that she would expedite the matter and to contact them back in 24/48 hours if I do not receive the records, but seriously it should not be taking this long, 2-12-25 I waited and that day went by and Thur 2-13 went by 24/48 hours nothing happened never received, then I spoke to someone else today 2-15-25 via chat whom I forgot the name of, "reassured" me for the 4th time that it would surely be done by the end of the day on Monday the 17th. I told him/her I would like a refund if I didn't receive it by the end of the day on upcoming Monday, which they totally disregarded the refund sentence and they said I ask that you kindly wait for it, and it will surely be done since i have escalated it. Well **** also escalated it and it didn't get done in the time frame any of them said. Not going to go through the trouble of getting a refund for 5 dollars, the bank probably wouldn't issue a chargeback but If I don't receive these call records I gave them money for nothing, so if I don't receive them I should get the money back since i didn't receive what i paid for. I think i might switch to someone else, I don't trust these people.

  Business Response

  Date: 03/13/2025

  03/13/2025
  Re: ******* ****
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  Following our investigation into the customer's concerns, we found that they were concerned about the delay in receiving their requested call records data and sought assistance.
  
  The customer submitted their request on 02/04/2025 and received the data file on 02/24/2025. They have been receiving services from TruConnect since 04/03/2024 under the Lifeline benefits plan. Since the initial phone number was changed three times and the requested data was older than three months, we needed to obtain this information from our partner network carrier. This complication resulted in a breach of the turnaround time (TAT).
  
  To address the customer's concerns, we attempted to contact them on the provided contact details multiple times but received no response. We have already sent the requested data twice. Additionally, we decided to issue a refund of $5 as the customer requested; however, we need to be able to reach them to process this refund. The case is now closed.
  
  If the customer requires further assistance, our *************************** is available Monday to Saturday from 5 AM to 9 PM PST and can be reached at *************. TruConnect is committed to doing everything to ensure that our representatives fully comply with state, federal, and company policies.
  
  We apologize again for the inconvenience and consider this matter closed.
  
  Best regards,
  
  ******* ********
  Director,Customer Support
  ************************.
  Email:**************************************
  Phone:**************

  Customer Answer

  Date: 03/19/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:02/26/2025

  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.

  Hello, I've received several emails since February 11, 2025 from this company claiming that I applied for their service which I have not. I've never heard of the company and I when I contacted them on February 13th, they didn't seem legit. The first representative asked for the account number I received in the email and to confirm my name. I didn't feel comfortable giving them my name and then we got in a shouting match. The funny thing is he confirmed my name, but in the email they have my first name spelled incorrectly. I asked for the manager, and the manager asked for my address and social security, and that's when I thought to myself why would they feel comfortable asking for something like that. If this is a legit company, then this means an account was open using my email and name; and I will like for the account to be closed out as a fraudulent account. I've never used this company, nor ever heard of it.

  Business Response

  Date: 03/04/2025

  03/04/2025
  Re: ******* ******
  Complaint ID # ********
  
  Dear BBB Carrier ************************************* ******** concerns, it was revealed that she was concerned about receiving welcome emails from TruConnect that contained account information.She believed these emails were fraudulent and sought assistance in cancelling the account and removing her information from the TruConnect system.
  
  To address her concerns, we spoke with her at ********** on 03/01/2025. We verified her demographic details and shared the findings of our investigation, informing her that we found no account under her name with TruConnect. We discovered that a clerical error occurred during the processing of another customer's application, which inadvertently linked her email address ************************* to that account. Fortunately, no other personal information was associated with her details. It is important to note that ********* resides in *******, while the account in question was registered in ***********
  
  To resolve this issue, we have removed her email from our system to ensure that she no longer receives unwanted communications. At her request, we also sent a confirmation email regarding this action. She had no further concerns, and the case is now closed.
  
  If she requires further assistance, our *************************** is available Monday to Saturday from 5 AM to 9 PM PST and can be reached at **************.TruConnect is committed to doing everything to ensure that our representatives fully comply with state, federal, and company policies.
  
  We apologize again for the inconvenience and consider this matter closed.
  
  Best regards,
  
  ******* ********
  Director,Customer Support
  ********************
  Email: **************************************
  Phone:**************

• Initial Complaint

  Date:02/26/2025

  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 early January, I contacted TruConnect over the phone to purchase a service plan for a phone that was locked to TruConnect. I bought this plan under the Bring Your Own Phone plans that TruConnect advertises. I spoke with a ***resentative named ******, who charged me the $15 for the plan. I have enclosed a screenshot from my **************** account that shows the payment. The *** said I would need a TruConnect *** card to activate the phone. He said it would be mailed to me and I would receive it in 7-10 business days. By late January, I had still not received the *** card in the mail. I tried calling the ** support number during their business hours but was on hold for over an hour before I gave up. I then submitted an online form asking specifically how the *** card was mailed, when it was mailed, and for them to provide a tracking number. In response, I received an email (attached) from **** with TruConnect. The e-mail addressed nothing which I asked in the online form. Instead, he said that he signed me up with ******************* which I am not eligible for, nor did I ask for it. He said I would "just have to wait" for the *** card. He provided no tracking information, did not say how or when it was sent. I tried once again to call and get an answer with a live ***resentative. Again, I was on hold for a long time before I gave up. Angry with this terrible customer service, I emailed **** back (attached) and asked for a manager to make this right. I never heard back, I was never contacted by the company in any way. The *** card I sent still has not arrived over six weeks after I originally paid for the plan. Thus, I have been charged $15 for a service plan I could not use because I have not received the *** card. I have wasted many hours in frustration trying to resolve this matter.I am asking for TruConnect to refund me the money and unlock the phone so I may bring it to another carrier. I would also like an explanation and for them to make this right.

  Business Response

  Date: 03/14/2025

  03/14/2025
  Re: ****** *******
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  After reviewing the customers concerns, we confirmed their request for a refund of the *** Start Pack and assistance in unlocking their TruConnect device for use with another provider.
  
  We made multiple attempts to reach them via the email and phone number provided but did not receive a response. As a result, we are closing the case. However, we remain ready to process a $15 refund for the prepaid account upon verification of the necessary details.
  
  To proceed, we kindly ask the customer to call us back at their earliest convenience. Our *************************** is available Monday to Saturday, 5 AM to 9 PM PST, and can be reached at **************.
  
  We apologize again for the inconvenience and consider this matter closed.
  
  Best regards,
  
  ******* ********
  Director, Customer Support
  ********************
  Email: **************************************
  Phone: **************

• Initial Complaint

  Date:02/13/2025

  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 rec this phone last October for free from government... internet never worked.. videos cannot be viewed.. GBS I paid $10 but nothing work...turn on phone sometime says no Sim card???(Never removed from phone))! Called customer service.. troubleshooting but zippo results.. please call these people and help them do their job

  Business Response

  Date: 03/03/2025

  03/03/2025
  Re: ******* *****
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  The investigation found that the customer reported difficulties using their data service and mentioned device issues, seeking assistance to resolve them.
  
  According to our records, the customer has had an active account with ********************** since 10/08/2024 and enrolled in the Lifeline Benefit plan, which includes Unlimited Talk, Text, and 6GB of monthly data. They were also provided with a complimentary phone, the Cloud Mobile Stratus C7.
  
  We noted that the customer had contacted the customer care team regarding these issues,but the call was disconnected in the middle of the conversation. After that,the customer did not reach out to ********************** again.
  
  We reviewed the account and found no issues. Additionally, we attempted to contact the customer using the provided contact details multiple times on different occasions but received no response. As a result, the case is now closed.
  
  If the customer requires further assistance, our *************************** is available Monday to Saturday from 5 AM to 9 PM PST and can be reached at *************. TruConnect is committed to doing everything to ensure that our representatives fully comply with state, federal, and company policies.
  
  We apologize again for the inconvenience and consider this matter closed.
  
  Best regards,
  
  ******* ********
  Director,Customer Support
  ********************
  Email:**************************************
  Phone:**************

• Initial Complaint

  Date:02/12/2025

  Type:Customer Service 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 am writing to formally lodge a complaint against TruConnect regarding the difficulties and misinformation I have encountered while attempting to complete my Lifeline application. My Lifeline application number is Q57813-81494, and I meet the eligibility requirements for the Lifeline free government phone benefits.I first contacted TruConnect in December 2025 to inquire about my benefits and received conflicting and misleading information regarding my eligibility and the application process. Despite these challenges, I proceeded with my application. However, today's experience on February 1, 2025, was the final ******** I attempted to complete my application on TruConnects website, I received an error message stating: "Looks like theres a problem with this site." To resolve this issue, I called TruConnect ************* at **************. Unfortunately, rather than addressing the website problem, the agent reset my entire application, which contained my sensitive personal information, including my Social Security number as submitted on my tax return.Additionally, while on hold, I overheard unusual background noise that made it apparent that the agent was in a public space while handling my private and confidential data. This raises serious concerns regarding the security of my personal information and TruConnects compliance with proper data protection policies.I am requesting that the Better Business Bureau intervene to resolve this issue. I qualify for the Lifeline free government phone, and I expect TruConnect to honor my eligibility and complete my application without further delays or mishandling of my personal information.I would appreciate your assistance in ensuring that TruConnect improves its customer service, safeguards personal data appropriately, and provides the benefits that qualified individuals, such as myself, are entitled to receive. Please advise on the next steps to escalate this matter if necessary.Thank you.

  Business Response

  Date: 03/03/2025

  03/03/2025
  Re: **** ******
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  The investigation revealed that the customer had concerns about difficulties encountered during the enrollment process and sought assistance with applying to TruConnect for the Lifeline Benefits Plan.
  
  According to our records, the customer attempted to apply; however, the application was incomplete, which led to it being denied. Additionally, there was a mismatch in the information provided regarding the applicant's name.
  
  To address these concerns, we contacted the customer at ********** on 02/17/25. During the conversation, we verified the information, explained our findings from the investigation, and advised them to reapply with the necessary corrections.
  
  On 02/18/25 the customer successfully reapplied and was approved for the Bring Your Own Device Lifeline Benefits Plan, which includes unlimited talk, unlimited text,and 4.5 GB of monthly data. The customer received a SIM card and is now using it in their unlocked GSM network phone. Per the usage records the account is in good standing, and the customer is using the services without any issues. The customer has no further concerns, and this case is now closed. We have also shared this information with the customer via email.
  
  If the customer requires further assistance, our *************************** is available Monday to Saturday from 5 AM to 9 PM PST and can be reached at *************. TruConnect is committed to doing everything to ensure that our representatives fully comply with state, federal, and company policies.
  
  We apologize again for the inconvenience and consider this matter closed.
  
  Best regards,
  
  ******* ********
  Director,Customer Support
  ********************
  Email:**************************************
  Phone:**************

  Customer Answer

  Date: 03/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:01/16/2025

  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.

  Because Im in a dire emergency situation I went to my local ******* to buy an inexpensive Straight Talk mobile phone so I can activate with Lifeline benefits and use it immediately as I am dealing with lawyers and trying to gain employment before its too late. I am also in a ************************* program. I have no transportation and desperately need service. I tried enrolling my Lifeline benefits with Straight Talk but due to TruConnect transferring those benefits to themselves against my wishes or needs, and offering no way to cancel, I am in a life threatening situation until this is resolved and my benefits are disassociated with them which I have been unable to do dealing with directly. The fact I have to go to this extent to do so is very aggravating and keeping me from working on what I need to do to not die in the streets homeless along with my 72 year old mother. I just want my benefits disassociated with this horrible company who has a reputation for running a no cancellation scam. I need my Lifeline benefits freed up to be able to enroll with Straight Talk.

  Business Response

  Date: 01/30/2025

  01/30/2025
  Re: ****** ******
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  Mr. ****** ****** expressed concerns regarding the transfer of their Lifeline benefits to TruConnect without consent and requested the cancellation of their account.Upon reviewing the information provided, we located an account in our system associated with the phone number **************. This account was created through online self-enrollment on 01/10/2025. The transfer was approved according to ******** approval policies and was part of a Bring Your Own Device plan that included unlimited talk, unlimited text, and 4.5 GB of monthly data.The enrollment starter kit was delivered to Mr. ******** address at ******************************************** on 01/10/2025. We also checked the service usage file and found no activity on the account.
  
  On 01/25/2025,we spoke with Mr. ****** at **************, where he successfully verified the account using his PIN. We provided him with the details of our investigation,and at his request, we cancelled the account to facilitate the transfer of his Lifeline benefits to another service provider. Mr. ****** was satisfied with the information and assistance he received, and the case is now closed. If ********* requires further assistance, our *************************** is available Monday to Saturday from 5 AM to 9 PM PST and can be reached at *************. TruConnect is committed to doing everything to ensure that our representatives fully comply with state, federal, and company policies.
  
  We apologize again for the inconvenience and consider this matter closed.
  
  Best regards,
  
  ******* ********
  Director,Customer Support
  ********************
  Email:**************************************
  Phone:**************

• Initial Complaint

  Date:01/10/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/21/2024, two salespeople from TruConnect told me I qualified for a plan from Southern California ****** (one that I didn't think I qualified for, but was willing to investigate). I told the two that I had reservations about signing up for their free service because I wasn't given notice I had qualified for the service. The two reassured me that I had qualified and I wouldn't be approached if I weren't qualified. The only thing I had to do was pay a one-time $45 fee and I would have a phone and free talk/text/web services for life. I very much doubted their claims, but they gave me evidence to have me believe this was the case (one particular thing they did was ask for a number on a card I received in the mail a week prior - and, indeed, I had the card they described).I paid $45 and got a phone. I never opened the box because I was still using my old phone, and I wanted to make sure that my concerns on qualification didn't require me to give the phone back. Sure enough, about two weeks later I got an email from TruConnect stating that my service was ended because I didn't qualify for the program. I called TruConnect to set up a refund and to get the phone back to them, but every day I called I was put on phone for hours until they closed, so I was never able to speak to anyone. I sent them emails asking them to contact me, but the only response I got was I needed to call them. On the 22nd of December, I was finally able to reach a customer service representative. He said that the request for a refund had to be within 30 days and that this was the 31st day and there was nothing they could do. I asked him if the company wanted the phone back and he said, "You can keep it. We're not refunding you anything because it's outside the 30-day window."This if fraud! The company sold me something on the assurance I qualified for the service and when they found out I didn't qualify, they didn't bother to initiate the refund.

  Business Response

  Date: 01/22/2025

  01/22/2025
  Re: **** *******
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  The customer, **** *******, expressed concern about being unable to use services due to their TruConnect Lifeline Account being disconnected. They are seeking assistance in obtaining a refund for a ******* A03s phone that they purchased during enrollment, as it is no longer useful to them. According to our records, the customer received services from us from 10/21/2024 to 11/16/2024, with the phone number ************** and a plan that included Unlimited Talk, Text, and 6 GB of data per month. The account was set up through a *********** Member and was approved under California Lifeline Approval Policies. Unfortunately, the account was disconnected by the *********************** due to issues with the application form.
  
  To resolve these issues, we attempted to call the customer but were unable to connect. Subsequently, the customer replied to one of our email **********************, and we sent them a free return label. Once we receive the phone back, our team will verify it to ensure there is no physical or liquid damage. Once confirmed, we will issue a refund of $45 via check to the address ************************************************. The case is now closed, but we will continue to assist the customer with the refund process. If the customer requires further assistance, our *************************** is available Monday to Saturday from 5 AM to 9 PM PST and can be reached at **************. TruConnect is committed to doing everything to ensure that our representatives fully comply with state, federal, and company policies.
  
  We apologize again for the inconvenience and consider this matter closed.
  
  Best regards,
  
  ******* ********
  Director, Customer Support
  ********************
  Email: **************************************
  Phone: **************

  Customer Answer

  Date: 02/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******