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:01/10/2025

  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.

  HAD A PHONE **** FRM TRU CONNECT IT HAD BROKEN SCREEN SO I FINALLY GOT THEM TO GIVE MEA REPLACMENT FREE FEW MONTHS AGO I NEVER KNEW HOW TO SWITCH PHON OVER TO NEW ONE ALL MY STUFF SO I WAITED AND THEN FINALLY A FEW MONTHS LATER I OPEN BOX AND CALLED THEM TO ACTIVATE NEW FREE REPLACMENT PHONE WE DID ITS GOT ACTIVATED THE # IS ************ ITS THE **** # I THEN REALIZE OMG THERES NO CHARGER HOW WILL I CHARGE PHONE I CONTACT THEM IMMEDIATE TELLING THEM NEED CHARGER I WROTE AT LEAST TEN XS TO THEM AND CLOUD MOBILE OVER AND VOER NO ONE EVER REPLIED FINALLY I GET REPLY FRM TRU CONNECT AND SOME MORON SAYS WE CANT GIVE U ANOTHER PHONE ARE THEY DUMB BLIND IAM NOT SURE I ***** SAID I WANT ANOTHER PHONE AT ALL I DO NOT THIS IS NEW I WANT THE MISSING FING CHARGER I SAID THIS IN THE 10 EMAILS TO TRU CNNECT AND CLOUD MOBILE I ONLY *** THE CHARGER FOR CLOUD MOBILE C7 THATS IT I WANT THIS TO INCLUDE COMPLAINT FOR CLOUD MOBILE ALSO BUT I LOOK 100 XS THERES 0 PHONE # OR ADDRESS FOR COUD MOBILE THERE IN HIDING I CANT EVER GET THEM I FILL THERE FORM IN FOR CONTACT IT SAYS AND I HAVE LIKE TEN XS NEVER EVER IN 2 MONTHS 3 MONTHS HAVE THEY EVER ANSWERED ME I NEED U TO FINE THEM I CANT MONTHS I NEED THE CHARGER NOWWWW

  Business Response

  Date: 01/22/2025

  01/22/2025
  Re: ******** *****
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  Mr. ******** ***** mentioned that their TruConnect phone screen was broken, and when they reported their issue to the customer care team, they received a free replacement of the same phone under the company's tenurity policies. However, after some time they realized that they did not receive a charger, and now they seek assistance in getting a new charger. Per our records, the customer has been receiving service from us since 06/10/2021 with the phone number **************, and the plan is Unlimited Talk, Text & 4.5 GB of Data per month. The last free replacement phone that the customer received was in March 2024, for which now they claim that they did not receive a charger with it.
  
  To resolve the issues, we spoke with the customer at ************** on 01/06/2025 and verified the account. We were unable to send them only a charger, and as well, the customer crossed over the 181+ days policy to receive a free replacement phone. We sent them out a completely new free replacement shipment. Additionally, we did a follow-up on 01/14/2025 with the customer, and she confirmed that she received her new replacement phone and charger. The customer was pleased with the assistance received and had other concerns; 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:01/09/2025

  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.

  I received a TRUCONNECT Stratus C7 a little over a month ago from a salesperson on the street. After paying the fee, she gave me the phone and new number. Shortly (2 - 3 days) thereafter, I came to find that the model does not support the features of my Garmin ******** inquiry to TRUCONNECT: Do they have a brand / model that will?So, I contacted TRUCONNECT via their CS link (11/20/24) - waited 2 weeks (12/05/24) and received a reply asking for more info. So I used their link again the same day to reiterate my issue; and sent their req'd information.On 12/18/24, I called and after going thru the prompts ...... was left listening to repetitious music for 52m 57s before just hanging up!!On 12/19/24, a day after I wrote a review on another site, I received this from TRUCONNECT:Hi *****, we sincerely apologize for the inconvenience you've endured and would love the opportunity to make things right. Our Support team has been alerted and will contact you soon. Alternatively, if you could contact our Support team at **************, and we'll assist you over the phone to resolve the issue promptly.- TruConnect Management Needless to say upon receipt, of that note to me, on 12/19/24, I called the ************** number. Only difference here is that there was no repetitious music; you are prompted to leave a message and "someone will get back to you".Today, 12/21/24, after almost two months of trying to resolve this and speak with a HUMAN - I doubt that anyone - 'will contact me soon / "get back to me"' - there cares. So, I'm now posting any & everywhere I can.SEWMS

  Business Response

  Date: 01/22/2025

  01/22/2025
  Re: **** ******
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  Our investigation reveals that Mr. ***** ******** is concerned about not being able to pair their Garmin watch with the phone he received as part of their TruConnect **************** Plan. Per our records, the customer has been receiving services from ********************** under the **************** Plan since 11/04/2024 with the phone number **************.His plan includes unlimited talk, text, and 6 GB of data per month. To resolve the issue, we spoke with the customer at ************** on 01/15/2025 and verified his account. We attempted to assist him in troubleshooting the phone and watch, but unfortunately, they did not pair. We explained that while the Cloud Mobile Stratus C7 supports Bluetooth connectivity, it may not support the specific Bluetooth profiles or features required for proper pairing with the Garmin watch. Consequently, there may be compatibility issues between the C7 and the watch, contributing to the difficulties he has been experiencing.
  
  Furthermore, the customer reported that the screen on his current phone was turning black. To address this, we sent him a free return label. Once we receive the phone, our team will check it for any physical or liquid damage. If no issues are found, we will issue a same-brand replacement phone. The customer had no additional concerns, so the case is now closed, but we will continue to assist him throughout the replacement 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: **************

• Initial Complaint

  Date:01/09/2025

  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.

  Sent me a faulty phone and TruConnect is not taking responsibility for sending a faulty phone

  Business Response

  Date: 01/22/2025

  01/22/2025
  Re: ****** Madupoju
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  The customer, ****** Madupoju, purchased a ******* A03 phone from our customer care team. He claims that the phone is not functioning and is seeking a refund. Per our records, he has been receiving services under the prepaid service plan since 12/04/2024 with the phone number **************. He bought the phone on 12/16/2024 for $153.14, and it was delivered to him on 12/19/2024. He called our customer care team the following day to report the issues with the phone. Unfortunately, the customer care team was unable to assist him as the phone was classified as a final sale product,and he was informed of this at the time of purchase.
  
  To resolve the issue, we spoke with him at ************** on 01/14/2025, verified his account, and shared the findings of our investigation. Given the exceptional circumstances, we decided to assist him with the refund process. On 01/16/2025, we sent a free return label. Once we receive the phone back, our team will verify it to ensure there is no physical or liquid damage. Upon confirmation, we will issue a full refund via check. The case is now closed, but we will continue to assist him with the refund process. Additionally, all required information and steps have been emailed. 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:01/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an email Jan 3 from TruConnect about an application received. Then I received something that said benefits were transferred. I received two more today asking about my purchase. I have not purchased anything from this company nor did I sign up for anything. I am afraid that it is fraud or a scam. They even sent an account number.

  Business Response

  Date: 01/16/2025

  01/16/2025
  Re: ********* *****
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  The investigation revealed that Ms.********* ***** was concerned about receiving emails related to a TruConnect customer account at her email address **************************** She suspected these emails were fraudulent and requested that her information be removed from the TruConnect system. After investigating her concerns, we discovered that a clerical error had occurred during the processing of another customer's application, which inadvertently linked her email to that account.Fortunately, no other personal information was associated with the details provided. It is important to note that Ms. ***** resides in ***********, while the account in question was registered in *********
  
  To resolve this issue, we have removed her email from our system to ensure she no longer receives unwanted communications.We spoke with Ms. ***** at ************** on 01/08/2025 and shared the findings of our investigation with her. She was satisfied with the assistance she received, and the case has since been closed. 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: **************

  Customer Answer

  Date: 01/28/2025

   
  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:01/07/2025

  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.

  Tru connect has a rewards system that they do not have access to the reward information nor do they know how to get a hold of the rewards department. Why have a rewards system if your not going to honor it, it's like me in my current job with *****************, I am to handle member appeals on dental claims HOWEVER I DONT HAVE ACCESS TO THEIR CLAIMS OR OR PRIOR AUTHORIZATIONS OR FULL BENEFITS, HOW AM I TO GIVE THEM THE BEST APPEAL IF I DONT KNOW ****. I ATLEAST HAVE A NUMBER TO THE DENTAL DEPARTMENT TO GET THIS INFORMATION FROM. FOR TRU CONNECT TO OFFER A REWARDS PROGRAM BUT NOT NOT HONOR IT OR KNOW WHO TO GO TO TO GET ANSWERS IS NOT OK. I JUST CASED IN ***** POINTS FOR DATA WHICH WAS NEVER APPLIED TOY ACCOUNT SO NOW I HAVE TO PAY ***** DOLLARS FOR THESE SERVICES according to customer service that I just got off the phone with. Who handles the rewards and why have them if your not able to honor them

  Business Response

  Date: 01/16/2025

  01/16/2025
  Re: ********* *******
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  Our investigation revealed that the customer was having difficulties redeeming their MY TC Rewards points for a data top-up and sought assistance to resolve this issue. We spoke with the customer at ************** on 01/11/2025 and verified her account. We explained that, according to our records, she had already redeemed her points on 12/16/2024, which amounted to 150 MB of data, and that the service usage files confirmed it had already been used. The customer was unhappy with this information; therefore, as a one-time exception, we provided her with an additional 3 GB of data worth $10. The customer was pleased with the assistance received, and 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: 01/28/2025

   
  Better Business Bureau:
   
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is ABOVE satisfactory to me. They called me immediately and explained that I had been credited already and I saw where I was but then he took it a step further and gave me free data 10 dollars worth. This company deserves to be recognized as top notch and they showed me it really is about me the customer. Thank You so much.
  Sincerely,
  
  ********* *******

• Initial Complaint

  Date:01/06/2025

  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 purchased top up December 27, 2024. The internet provided was cutting off and on, since the purchase was made. The company was closed for the night after purchase, therefore, I had to wait until the next day to resolve the issue. When I called to resolve the issue, he assured me that technical support could fix the problem with the remainder data that was purchased, but any data that was used would not, could not be corrected. He offered to correct any used data, by starting my monthly data,( that's given to me monthly from the government program) instead of compensating my purchased top up that was defective on their end. Also when I call to get their address, or P.O box for the complaint, they would not give out any information. I do believe they truly need to be investigated, because they're always giving me problems, and unable to resolve any of my previous issues. Also, I purchased a lifetime hot spot device with unlimited data for $50 a year ago, in which they combined with my cellphone plan, which gives a total of 4.5g of data each month. I have been purchasing data for the last few months and I would like to know why I was offered a device that was gonna be ineffective to me in a few months. Sincerely ********* **********.

  Business Response

  Date: 01/24/2025

  01/24/2025
  Re:********* **********
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  The customer was concerned about her phone's ******************** services. She reported that she was unable to use her internet and, despite purchasing top-**** she believed she had not received the data she paid for, nor any free data.According to our records, the customer has been a ********************** customer since 01/17/2024 under the **************** Plan, which includes Unlimited Talk,Text, and 4.5 GB of data per month, associated with the phone number *************. She was also provided with a free phone, the Cloud Mobile Stratus C7.The plan refreshes around the 28th of each month. We reviewed her service usage from 12/28/24 to the present and found that she has used over 14.5 GB of data.This includes 4.5 GB from her regular data plan and an additional 10 GB from purchased top-**** Our service usage files confirm that the customer has received all the data she was entitled to, and she has used it accordingly.
  
  To resolve the customer issues, we contacted her at **************, verified her account,and shared the findings of our investigation. We suggested that she use her home Wi-Fi to conserve data from her regular plan and, as a one-time courtesy,we provided her with an additional 1 GB of free data. She was satisfied with the assistance, and 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:12/17/2024

  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.

  Unable to speak with anyone, when I call the only phone number provide for assistance. Qlink turned off my phone, for no real issue, and I went to TruConnect. Disabled and require phone access. TruConnect says they cannot get my phone number, but the one time I reached *****, they said my number was no longer active as I was with another service. Have had this number for 20 years, so no desire to change it. Tired of not being able to reach anyone in customer service and want my phone number. Now bank is telling me the name on my TruConnect is not the one I use with them, so unable to use my Zelle account. I need these issues addressed asap.

  Business Response

  Date: 12/26/2024

  12/26/2024
  Re: ****** ******
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  The investigation revealed that the customer was concerned about transferring (porting) their Q-Link phone number ************** to TruConnect. Our records show that the customer has been receiving services from ********************** since 11/18/2024 under the Lifeline Benefits Plan. The customer received a free phone and a free service plan under the phone number **************. According to our internal system, the phone number the customer wishes to transfer (port-in) to ********************** is not eligible for transfer, indicating that the number is disconnected from the original service provider. To resolve the issue, we spoke with the customer at their ********************** phone number, verified their account, and shared the investigation details. We also attempted to make a conference call with the customer to the original service provider but were unable to connect.We informed the customer that, without the original service provider releasing the phone number, TruConnect could not complete the transfer (port-in) process.The customer acknowledged the provided information, and with their consent, 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: 12/31/2024

   
  Better Business Bureau:
  
  When I was able to connect with someone at TruConnect they did go above and beyond to try and help me recover my phone number. The service person when out of the way to group chat with others to try and recover the number for me  Had it for over 20 years, so disappointing to lose it.

  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:12/12/2024

  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.

  My complaint is against TRU CONNECT. When I call its all about having ******** and qualifying for a free device that I neither need nor want. In November I was charged $70.20 but I don't know why. I've never received anything from this agency at all. Not even sure of they'll continue charging me for anything. I was on a website under the impression that I could receive a free cell phone as I lost my phone mid October. I still do not have a phone and unfortunately cannot afford to buy one. How can I get TruConnect to refund my money?

  Business Response

  Date: 12/21/2024

  12/20/2024
  Re: ****** ******
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  The customer expressed concerns about difficulties in claiming their refund of $70.20 and was unaware of the charges incurred, as they did not receive anything. To address this issue, we attempted to reach them by phone and email but did not receive a response. We have sent them all the details regarding our investigation, which revealed that their application (********) was rejected due to incomplete proof of eligibility documentation. The submitted image had visibility issues, leading to the cancellation of their application and the non-shipment of their device from **********************. We recommend that they reapply on our website at ****************************** for the Lifeline Benefit plan for a new account. As for the $70.20 charge, which was for the phone selected during the application process,we will issue a refund. We have requested the customer confirm whether the shipping address on file is correct so we can proceed with issuing the refund via check. Once we receive their confirmation, we will promptly finalize the refund process.  If the customer needs further assistance, our *************************** is available from Monday to Saturday, 5 AM to 9 PM PST, and can be reached at ************. TruConnect is committed to ensuring that our representatives comply fully 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:12/12/2024

  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.

  Phone was disconnected December 1, 2024 apparently because the *** ended. I was not notified they accept lifeline and therefore they disconnected my mobile phone. I contacted them December 2, 2024 they said I no longer qualified and would need to pay $20 to reconnect and $20 monthly to maintain service. I paid the $20 was told phone would be reconnected within 48 hours. It was not reconnected so I called back, was told it would reconnect by end of that day December 5th 2024 it did not so now we are on December 6th 2024 I called this morning and was once again told ***** hours with no explanation. They already took $20 payment yet still have not reconnected my mobile phone

  Business Response

  Date: 12/17/2024

  12/17/2024
  Re: ****** ******
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  The customer was concerned about losing access to their services because their account was disconnected. They mentioned that they had applied for prepaid services; however, their phone service issue had not yet been resolved. Additionally, they encountered difficulties applying for a Lifeline Benefits Account with TruConnect.According to our records, the customer had received free services from ********************** under both the Lifeline and ACP Benefits Accounts. The Lifeline account was active from 04/28/2017 to 08/22/2024 but was disconnected when the customer decided to resume their Lifeline discount with another carrier. On the *** account, services were active from 09/22/2021 to 12/02/2024 and were also disconnected due to the closure of ACP funding. On both of these accounts, the customer was provided with the phone number **************. On the day their account was disconnected, the customer contacted our customer care team. To retain their old phone number, they applied for a prepaid services account, which was activated on 12/07/2024 with the desired phone number. We also noted that the customer attempted to reapply for a Lifeline Benefits Account with **********************; however, their application was canceled due to document eligibility issues.
  
  In our efforts to resolve the customer's concerns, we spoke with them using their TruConnect phone number,verified their account, and provided detailed information about our investigation. The customer confirmed that they were able to use their requested phone number and the prepaid services. However, they expressed a desire to transfer their phone number back to a Lifeline Benefits Account. We advised the customer to reapply for the Lifeline account with the suggested corrections.They would be assigned a new account, new services, and a different phone number. Since the customer wanted to keep the same phone number on the ******** account, we suggested they port out their number to another service provider instead. The customer made an advance payment for the next month's prepaid account services and decided to proceed with porting out their phone number.The customer was satisfied with the assistance provided, and 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:12/12/2024

  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 was switching providers to Truconnect and had received the initial SIM card. I was told I could transfer my existing phone number. I followed all of their instructions, obtained the required transfer number and pin from my previous provider. They sent me a second SIM card. That card would not activate (took 9 days for new one to arrive). I contacted Truconnect via the online services for assistance activating the card with (I thought old number), was instructed the number was locked. I contacted the previous provider again to have the number unlocked, again given the unlock number and pin. For the second time contacted ********************** and again was told the number was locked. For the third attempt I called to speak to a representative rather than the online services. And again told the number was locked. My chief complaint is that not any of the 3 representatives asked for the required transfer numbers or pin prior to stating the number was locked. If they can infact tell if the number is locked without these numbers, why do I need them? I feel as they do not want to transfer phone numbers as they state they can. I have had the same phone number and have been able to transfer it with previous providers. However could not now. Luckily I was able to reinstall the previous company's SIM card and retain my account/number with them.

  Business Response

  Date: 12/21/2024

  12/20/2024
  Re: **** ******
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  The customer was concerned due to encountering difficulties while attempting to transfer their Q-Link phone number ************** to TruConnect. Our records indicate that the customer received free services from ********************** between November 21, 2024, and December 12, 2024, under the Lifeline Benefit Plan. During this period, they had the phone number ************** and received the plan, which included unlimited talk, unlimited text, and 4.5 GB of data per month. The customer initially submitted their request to transfer their phone number through the My TruConnect application. We sent them a SIM card to facilitate this transfer;however, the request was unsuccessful due to a mismatch in the information provided. On December 10, 2024, the customer contacted our customer care team via chat. Our agents discovered that their phone number was locked and protected by the previous carrier. On December 12, 2024, the customers account was disconnected when they resumed services with another provider. To resolve these issues, we attempted to contact the customer but received no reply. Eventually,the customer responded to one of our emails. We then sent them all the details of our investigation. The customer informed us that they had reinstated their services and old phone number with their previous provider. Consequently, this case is now closed. If the customer needs further assistance, our *************************** is available from Monday to Saturday, 5 AM to 9 PM PST, and can be reached at ************. TruConnect is committed to ensuring that our representatives comply fully 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: 01/01/2025

   
  Complaint: 22670519
  
  I am rejecting this response because:

  
  The Truconnect representatives while stating that the number was locked. Never once asked for the required account number and pin number to complete the unlock process as I had done in the past from other providers. As this was not my first time porting that phone number. When this was stated to 3 separate customer service representatives they all refused to acknowledge this statement. Telling me to contact the other provider to unlock the number, which I had done, as having obtained the unlock PIN number.

  I am not looking for anything from Truconnect other than to accept their porting procedures need to be updated.

  Also while the account I had with them was a Lifeline account. It is not "Free" as they billed the government for the service. Just because I was not directly paying for the service does not mean their customer service representatives can refuse to assist. And the number that was provided was for a different region within **. My neighbor would have to make a long distance call when I live 20 feet away.

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

  Business Response

  Date: 01/20/2025

  01/20/2025
  Re: **** ******
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  Mr. **** ******** concern remains about difficulties encountered while attempting to transfer his Q-Link phone number ************** to TruConnect. He believes that the customer care agents did not follow the proper procedures when assisting with the number transfer ********** our last investigation, we concluded that our agents found Mr. ******** phone number was locked and protected by the previous carrier during the transfer process. Subsequently, the account was disconnected on 12/12/2024 due to the customer transferring his Lifeline benefits to a new service provider.
  
  To address these issues, we attempted to contact the customer at **************, but the number appears to be out of service, and we do not have an alternative contact number. We have emailed him the details of our investigation. Additionally, we will also bring this case to the attention of our relevant team for an internal review of the customer care agents' actions. As of now, the case is closed. If the customer needs further assistance, our *************************** is available from Monday to Saturday,5 AM to 9 PM PST, and can be reached at ************. TruConnect is committed to ensuring that our representatives comply fully with state, federal, and company policies.
  
  We apologize again for the inconvenience and consider this matter closed.
  
  Best regards,
  
  ******* ********
  Director, Customer Support
  ********************
  Email: **************************************
  Phone: **************