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:12/11/2024

  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'm a disabled senior who has been calling TruConnect since Dec. 1, 2024. I'm trying to get back my phone service since the Affordable Connectivity Program was cut off. I have emailed TruConnect spent over 10 hours on hold with no customer service whatsoever. ********************** refuses to answer their incoming calls from disabled person struggling to hold on ******** to begin with. No response from TruConnect outrageous hold times of up to 3 and 4 hours. No return phone call promised by email from TruConnect. TruConnect left me in very dangerous position without any communication and I'm sick disabled. They will not communicate nor help me get my phone service back. I'd like to sue them in civil court. Was forced to buy new phone$153.00 and now have no money for food Christmas dinner and etc the rest of December. Thanks TruConnect for really s******* over a disabled senior. I will never recommend TruConnect to anyone. I hate them with a passion. If I cam switch to ****************** or a company that actually helps their customers that's what I want. I was forced to purchase a metro by T-Mobile phone because TruConnect refused to answer my calls for over 4 days and I was without a phone. I have no car and had to take bus to Metro only phone kiosk I could get to. It cost me $152.28 for phone plus monthly charge of $75. I wouldn't have had to do this if TruConnect would answer their calls from disabled seniors. I will have to take Metro phone back because I'm on SSI, Cal ****** and can't afford $75. a month for a phone.

  Business Response

  Date: 12/17/2024

  12/17/2024
  Re: **** ************
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  The customer expressed concern about being unable to use their services due to their account being disconnected and requested assistance in restoring those services. According to our records, the customer received free services through the TruConnect ACP Benefits Plan from December 6, 2022, to December 1, 2024,for the phone number **************. Unfortunately, the account was disconnected due to the closure of *** funding. Additionally, we found that the customer applied for a Lifeline Benefits Account with ********************** on December ******, through an online application. This application was approved, and the customer was assigned a new phone number, **************, along with a plan that includes unlimited talk, text, and 6 GB of data per month. The plan also includes a free phone, the Cloud Mobile Stratus C7, which is currently in transit with tracking number **************************. To assist the customer further, we attempted to contact them via phone and email using the provided contact details but did not receive a response. 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 ensuring 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: 12/27/2024

   
  Complaint: 22655864
  
  I am rejecting this response because: I haven't received a phone of any kind yet. I want to keep my original phone number of *************. I want to now be reimbursed for $153.00 for having to buy new phone and service from Metro by Tmobile for one month of service. I now want to hire an attorney for pain and physical suffering of disabled person since Nov. 27th 2024 when TruConnect gave notice of ACP ending and will not communicate with me so I can understand what is going on. I have spent days texting corresponding emails and being placed on hold for up to four hours at a time with TruConnect. The BBB I'm having a hard time understanding you said I have a Lifeline that could be ported out and I can still keep old number of **************.  Now I've been dealing with all this chaos and drama and physical and emotional stress from not being able to communicate with my family doctors banks landlord can't pay bills bills were set up online charged late fees due to phone shut off. Still I have no phone from Lifeline or Truconnect or any help from BBB SO IM JUST GOING TO COMMIT SUICIDE SINCE I WONT BE ABLE TO CALL OR COMMUNICATE WITH ANYONE IM ALREADY A SHUT IN SENIOR. IM PHOTOGRAPHING THIS TEXT BBB AND YOU CAN EXPLAIN TO MY FAMILY WHY I TOOK MY LIFE. BECAUSE I HAVE NO ACCESS TO AFFORDABLE COMMUNICATION. THIS PHONE ************** WILL BE SHUT OFF 1/02/25 BECAUSE I CAN'T AFFORD THE $75.00 A month on SSI DISABILITY.  I KNOW YOU DONT CARE IF PEOPLE OFF THEMSRLVES ONE LESS COMPLAINT AND PHONE LINE TO DEAL WITH. EXPLAIN THIS TO MY KIDS AND GRAND KIDS HOW I TRIED NON STOP FOR A MONTH TO GET PHONE SERVICE WITH ANYTHING BUT NO ONE F****** HELP OR CARES. IM DISABLED WITH BROKEN NECK AND PTSD THANKS FOR HELPING TO JUST PUSH ME TO MY EDGE AND NOT WANT TO LIVE ANYMORE. I M TIRED OF ALL THIS F****** PHONE ******** WITH LIFELINE TRUCONNECT ALL I WANTED WAS TO GET MY SERVICE BACK W TRUCONNECT AND PAY FOR IT. SOMETHING SO SIMPLE TURNED INTO A FREAKING ONGOING NIGHTMARE. IM DEAD NOW TO EVERYONE.

   

   

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

  Business Response

  Date: 01/31/2025

  01/31/2025
  Re: **** ************
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  The investigation revealed that the customer was concerned about being unable to use her services due to her account being disconnected. She requested to retain her old TruConnect phone number ************** on her new account and had some issues with the shipping delays of the enrollment package for her new account. According to our records, the customer initially received services from ********************** under the *** benefits plan, which provided free service from 12/06/2022 to 12/01/2024. Her account was disconnected because of the *** funding closure. The customer subsequently reapplied for service under the Lifeline Benefits plan on 12/07/2024. Her application was approved on 12/11/2024, granting her a free phone and a service plan that included Lifeline Unlimited Talk, Text, and 6 GB of data per month, along with a new phone number **************. According to the **** tracking number **************************, the customer was expected to receive her enrollment shipment on 12/18/2024. However, due to some address issues, the shipment was not delivered and was returned to the sender.
  
  To address the customers concerns, we attempted to contact her via phone and email but did not receive a response. The customer eventually replied via email on 12/26/2024. We communicated with her through email and, upon her request, transferred the phone number ************** from her old account ******* to her new account ********. On 01/02/2025, we then placed an order for an expedited shipment of a free phone and SIM card, which was delivered to her the following day, tracking number ************. However, on 01/4/2025, the customers new account was disconnected with TruConnect after she transferred her Lifeline benefits to another service provider. As a result, the case was required to be closed. The customer no longer holds any active account with ********************** and is eligible to reapply with any service provider of her choice. 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:12/10/2024

  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 signed up for CA Lifeline through Truconnect and I received a phone on October 15. The phone was fully charged and have not had to charge it, until a few weeks ago. When I tried to plug the charger into the port of the phone it did not fit, no matter how hard I pushed. I contacted customer service by email, and they replied all phones and chargers made to fit each other, and that was it. I emailed them again and no response. I don't have an alternate phone number. The number on my information is the cell phone number, but I can't charge the phone.

  Business Response

  Date: 12/17/2024

  12/17/2024
  Re: *** ******
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  The customer was concerned about their device issue, mentioning that their charger was not compatible with the phone they were provided with. As per our records,the customer has been receiving free services from TruConnect under the phone number ************** since 10/02/2024. The customer was provided a free phone,Cloud ********************** Stratus C7, along with a free plan of unlimited talk, text, &6 GB of data per month. To resolve the issues, we tried calling the customer but received no response, and later on, the customer replied to one of our email **********************. As the phone was still under warranty, we provided them with a free return label and requested the customer send the phone back for a replacement, mentioning that there should not be any physical or water damage or it would violate the phone's warranty policies. The required information has been provided to the customer via email. The complaint has been closed, but we will continue to assist the customer once we get the phone back so we can send them a replacement phone based on its conditions. 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:12/10/2024

  Type:Delivery 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 2 emails on 12/2/24 from TruConnect. The first email was Welcoming me to TruConnect, and the second email was Thanking me for my recent purchase from TruConnect. I did not sign up for services or purchase anything from this company. I am concerned my email address is being used fraudulently. I attempted to contact TruConnect ***************** but it is an automated system. I emailed TruConnect Support and received the following response**********Hi "My Name",Thanks for contacting TruConnect! We received your support request. A helpful human on our ************* team will be in contact shortly.Your case number is 03680122.While youre waiting for our team, check out our support portal to find helpful articles related to your ************ soon,TruConnect *********I have not received a call back from a "Helpful Human" from TruConnect's ************* Team. I am not clicking on their "support portal" link as I do not trust this companies intentions.

  Business Response

  Date: 12/17/2024

  12/17/2024
  Re: ***** *****
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  Mr. ***** ***** was concerned about receiving emails from TruConnect and requested that their information be removed from the TruConnect system. We investigated ********** concern and found that a clerical error occurred during the processing of another customer's application, which mistakenly associated Mr. ******* email address ********************* with the account. Fortunately, no other personal information was linked to the details provided. It's important to note that Mr. ***** resides in ********, while the account in question was registered in **********. To resolve this issue, we have removed Mr. ******* email from our system to ensure that he no longer receives unintended communications. The contact information provided for Mr. ***** was incomplete,due to which we have sent them all the details of the investigation and resolution via email. The case is now closed. If Mr. ***** 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 ensuring 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: 12/19/2024

   
  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:12/07/2024

  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.

  First off they lied too me before I got the phone they told me that if I paid $12 dollars that I was gonna get unlimited data,that's wat the street vender said,and now there saying that I paid for fast I don't know what and the second issue is that I just bought. Some data for the phone and. Now it turns out that I don't have service

  Business Response

  Date: 12/16/2024

  12/16/2024
  Re: ***** ******
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  The customer expressed concern about not receiving unlimited data service, claiming they had paid $12 for it.However, they did not receive this service. Additionally, they stated they paid $15 for an add-on to receive 5 GB of data but also claimed that this was not provided. According to our records, the customer received services from ********************** under the Lifeline Benefit account from 11/25/2024 to 12/01/2024,associated with the phone number **************. During this period, the customer was provided with a free phone, the Cloud Mobile Stratus C8, and a plan that included unlimited talk, text, and 6 GB of data per month.
  
  To address the customer's concerns,we spoke with them at ************** and verified their account details. We informed the customer that the $12 payment was for a TC+ plan, which allows them to use their existing data at high speed. Regarding the $15 payment for add-on data, we reviewed the customer's service usage file, which confirmed that they had already utilized both the free and paid data available in their account. Additionally, the customer's account had been disconnected because they opted to resume discount services with another carrier. Although the customer accepted this information, they remained unsatisfied with the outcome and ended the call without reaching a resolution. 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: 12/21/2024

   
  Complaint: 22623181
  
  I am rejecting this response because:
  They lied too me before I got the phone this told me that if I paid the full $12 dollars that I'm available too have unlimited data that's wat they said,and honestly I wouldnt had paid the $12 dollars if it was too use the Internet faster wat kind of **** is that and too top it off I went ahead and paid $15 dollars for some gb and tell me how the **** in the world did I finish using them all up the next day of when they give u the 6gb that they claim last over two weeks tops and i paid for 5gb that's day tell me huh,naw those muthafukers are lying those piece of ****s liars
  Sincerely,
  
  ***** ******

  Business Response

  Date: 01/08/2025

  01/08/2025
  Re: ***** ******
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  The customer's concern remains about not receiving unlimited data service, despite claiming to have paid $12 for it. They also stated they paid $15 for an add-on 5 GB of data, which they allege was not provided. As per our records, the customer signed up via *********** Member and received services under the Lifeline Benefit plan from 11/25/2024 to 12/01/2024, associated with the phone number **************. During this period, the customer received a free Cloud ********************** Stratus C8 phone and a plan that included unlimited talk, text, and 6 GB of data per month.
  
  To address the customers concerns, we contacted them at ************** and verified their account details. We explained that the $12 payment was for a TC+ plan, which allows them to use their existing data at high speed. As for the $15 payment for additional data, a review of the customers service usage confirmed that they had already utilized both the free and paid data available in their account. The customer was dissatisfied with this information. Therefore, on an exceptional basis, we have decided to issue a refund of $15 for the data add-on. To complete the refund process, we need to confirm some details, but we have been unable to reach the customer by phone, and we have not received a response to our follow-up emails after our initial communication. Once we receive a response, we will finalize the refund. 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:12/05/2024

  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.

  while making important calls I Iost hold of my phone and dropped it. Now it has a multicolor screen and don't work at all.. a Sibling of mine just died last Saturday, My older brother. I need to get a replacement A.S.A.P.. Please send a replacement soon as you can. My address is ***********************************. I'm living at **************/****************. Front desk workers know me, Phone # ************. ****/Boss and (co worker) -**** . Please help me out, This is the worst time for this, my Brothers Death, My common Law wife lives in ***********, my phone was our only way to contact each other, Also I'm in the middle of a lot of applying at jobs and communicating by Text. I'm already signed up with ********************, On GA food stamps, Semi retired , **********. *****.******.******. 11/08/24 Thanks

  Business Response

  Date: 12/17/2024

  12/17/2024
  Re: ***** ******
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  The investigation revealed that the customer was concerned because they accidentally damaged their phone. Additionally, they were unable to use their services and sought assistance in reinstalling them. According to our records,the customer received services from ********************** under the Lifeline Benefits Plan from 09/05/2024 to 11/13/2024. The customer had the phone number ************** and was offered a free plan that included unlimited talk, text, and 6 GB of data per month. They were initially provided with a complimentary phone, the Cloud Mobile Stratus C7. On 11/8/2024, the customer contacted our customer care team to report their damaged phone. They were offered the opportunity to purchase a new phone but declined the offer. On 11/13/2024 the customer reached out again, requesting to cancel their account. However, the account had already been disconnected by the Lifeline Administrator because the customer resumed their discount with another carrier.
  
  Consequently,the customer applied for a $30 prepaid services account and purchased a new phone for $87.50. The shipment was delivered on 11/20/2024, with tracking number **************************. The account is currently pending, as the customer has not yet contacted the customer care team to activate the ********** resolve these issues, we attempted to reach the customer via phone calls and emails using the contact details provided, but we received no response. 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 ensuring 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:12/04/2024

  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 have multiple health problems and my lifeline has been down for over a day.I have a feeling that they closed my account with the *** accounts by mistake.Since they cut off my service I can't call to fix the problem.They are jeopardizing my health being that I have continual Drs appointment and have to communicate with medical transportation.If this is not corrected soon I will be looking for monetary relief for the negligence.

  Business Response

  Date: 12/17/2024

  12/17/2024
  Re: ***** **********
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  Our investigation revealed that the customer was concerned about being unable to use their services due to their account being disconnected. They believe their account was disconnected without their consent and for no valid reason.According to our records, the customer received free services from ********************** under the *** Benefits Account from December 2, 2021, to December 1, 2024,associated with phone number **************. The account was disconnected because of the closure of *** funding. In an attempt to resolve the issue, we tried to call the customer but did not receive a response. Subsequently, we sent them all the details of our investigation via email and suggested that they reapply for our services. The customer later replied to one of our emails,informing us that they had already applied with another service provider and wished to have no further communication from TruConnect. Therefore, 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 ensuring 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:11/06/2024

  Type:Sales and Advertising 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.

  11/1/24 ****** Prime Membership free for 2 months for ******** Membership was promised, see advertisement from Truconnect website attached. Link was never submitted. Emailed and called multiple times, was told link on the way, never got it. Today another rep. ***** said we had to have a paid ***** account to get the benefit, and that was not specified on the adverstisement flyer. As far as I am concerned, they owe me at least 2 months of free prime amazon membership now, as advertised when I joined.

  Business Response

  Date: 11/18/2024

  11/18/2024
  Re: ***** *******
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  Our investigation found that the customer was concerned about not receiving two months of Amazon Prime benefits through TruConnect. According to our records,the customer applied online on September 20, 2024, and was approved for Lifeline program benefits under the Bring Your Own Device (BYOD) plan, which includes unlimited talk, text, and 6 GB of data per month. However, the customer was not eligible for the two months of Amazon Prime benefits, as this is a special offer available only to customers who purchase the additional TC+plan for $12 at the time of enrollment. To address the customer's concerns, we attempted to speak with her at **************. Unfortunately, she was busy on that day and requested a callback. We made several follow-up calls but did not receive a response. As a result, we have sent the details of our investigation to her email, 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: 11/22/2024

   
  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:11/06/2024

  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.

  Received an email on 10/31 subject "Finish Signing Up With TruConnect" asking me to finish setting up my account. The email was addressed to a previous married named I used 10 years ago and not my current legal name. I attempted to contact the company and was met with a customer service unwilling to help and instead accused me of opening the account. When I asked him to please transfer me to their fraud department he said he was customer and service and the fraud department.

  Business Response

  Date: 11/18/2024

  11/18/2024
  Re: ******** *********
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  We found that Ms. ******** ********* was concerned about receiving *****s from TruConnect at her old ***** address, which she used before her marriage. ************ believed that her information had been used fraudulently and requested an investigation. During our review, we discovered an incomplete application in our system that was submitted online on October 31, 2024. To address her concerns, we spoke with Ms. ********* at ************** on November 9, 2024. We shared the details of our investigation, verified her basic information, and cancelled the application. Additionally, we have removed ************** ***** address from our system, ensuring that she will no longer receive any unintended communications. As this was an online application, we were unable to investigate further or take additional action. Ms. ********* had no further concerns, 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: 11/22/2024

   
  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:11/06/2024

  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.

  On October 12th, my phone was hijacked by impostor. I received an email from TruConnect saying sorry you are leaving our service. I was very much surprised and contacted ************, spoke with Mr. ****** and informed him I did not request cancel of service.I also emailed stating to keep the service as is to **************************************** and *********************************** I got Case#******** and Ref#******** However, very next day, my phone was deactivated. Since this Phone was connected to my email account for two factor verification, now I'm locked out from my email account because I couldn't answer back to text ping message to verify myself.I have been asking by whose authority phone service was canceled. Who is in control of my account, but ********************** didn't give me any information at all. So, I don't know what new carrier this impostor has moved my account. I believe there's a very serious HIPPA violation going on, and company is simply closing its mouth. I also asked for unlock of the phone, but they refused that too. So far, company is very uncooperative and not responding back to my email request at all. I also asked my friend Mr. ******* to contact Them for my behalf because I have no active phone to contact them.Preston U ******************* Oct 17, 2024, 1:02PM (8 days ago)to Customer Yesterday, 10/16/24, Wednesday, I requested Mr. ******* to contact your TruConnect support, because currently I have no phone access, and he spoke with ***** of customer support. He told Mr. ******* that he'll call back him at 11AM, we didn't get any phone calls back from yesterday and today so far.Sincerely,******* U Following the contacted person's info contacted person #1 via email:****** *.TruConnect ************* 1-************ *************************************** contacted person #2 via email:TeraConnect: ********************************** No name: just TruConnect Support title only Please help me to get back to my normal life. Sincerely,******* ******* .

  Business Response

  Date: 11/18/2024

  11/18/2024
  Re: ******* *******
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  The investigation found that the customer was concerned about their ********************** account being disconnected, which affected their ability to use their phone number, **************. Our records indicate that the customer used to have services with us under the Lifeline program. They were provided with a complimentary phone along with a plan that included Unlimited Talk, Text, and 6 GB of data per month. Their services were active from 09/18/2023 to 10/13/2024.The account was disconnected because the customer resumed their discounts with another carrier. We attempted to contact the customer by phone but received no response. The customer later replied to one of our email communications,expressing their concerns. We shared the results of our investigation,explaining that TruConnect is a ******** service provider and does not have control over the transfer, approval, or cancellation of customer benefits. We recommend that the customer contact the *********************** to obtain more information about which carrier their benefits were transferred to, as they mentioned that they did not authorize the benefits transfer request. Currently,the customer no longer has an active account with ********************** and can reapply with any carrier of their choice. 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: 11/21/2024

   
  Complaint: 22476536
  
  I am rejecting this response because: New response email didn't answer any of my previous questions. Especially ID Theft / Fraud procedure of TruConnect company policy at all.
  Also,  TruConnect is still saying the Customer switched the carrier, "The account was disconnected because the customer resumed their discounts with another carrier."  
  This is far from truth!  

  We attempted to contact the customer by phone but received no response. The customer later replied to one of our email communications, expressing their concerns. We shared the results of our investigation, explaining that TruConnect is a **************** provider and does not have control over the transfer, approval, or cancellation of customer benefits. 
  I have previously already attached several copies of email to BBB such as 
  CaptureTruConnectEamil2a
  CaptureTruConnectEamil1
  CaptureTruConnectemail2
  CaptrueTruConnectEmail2b  So, I'm not going in to that again here.
  
  TruConnect also state, "We shared the results of our investigation, explaining that TruConnect is a **************** provider and does not have control over the transfer, approval, or cancellation of customer benefits."
  
  Please explain to me clearly, exactly what type of investigation was conducted and to whom the investigation was shared?  Can I have the copy of the investigation too?  If I gave a police case number, can you mailed or contact directly to ************** station who had taken my ID Theft report? 
  
  TruConnect also said, "they mentioned that <<they did not authorize the benefits transfer request.>> Currently, the customer no longer has an active account with ********************** and can reapply with any carrier of their choice.

  I assume company, TruConnect, is talking about Lifeline, but if so, why my carrier was switched to different company. By whose authority, it was changed to different carrier?

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

  Business Response

  Date: 02/07/2025

  02/07/2025
  Re: ******* *******
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  Following a thorough review, we confirm that the customer's concerns remain unchanged. As previously communicated in our response on 12/3/2024 the customer received ******** services through TruConnect from 09/18/2023 to 10/13/2024 under the phone number **************. Their account was subsequently disconnected by the ******** Administrator after they resumed their ******** discount with another carrier.TruConnect does not control the approval, cancellation, or transfer of ******** benefits, as these processes are regulated by ******** program policies.
  
  Additionally,we spoke with the customer at ************** on 02-07-2025, verified their account, and reviewed our findings with them. During this conversation, they also requested assistance with issues related to a different service *********** this matter falls outside of TruConnects scope, we were unable to provide further support. At the conclusion of the call, the customer had no additional concerns, and we now consider this case resolved. If the customer requires further assistance, our **************** team is available Monday through Saturday from 5 AM to 9 PM PST at **************. TruConnect remains committed to providing service in full compliance with all 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: 02/18/2025

   
  Complaint: 22476536
  
  I am rejecting this response because:
  I have spoken with Lio of TruConnect last week and asked I could get my original number back, but his reply was not possible. For this, I"m not much in need of TruConnect and do not wish to go back to TruConnect service.
  

  My concern portion is this: 

  Customer's account was subsequently disconnected by the Lifeline
  Administrator after they resumed their Lifeline discount with another
  carrier. [ Since I do not order of switch of service, and TruConnect sending an email for this verification process, and I had also called TruConnect I didn't ask for switching nor cancellation of service; yet, TruConnect acting like this is some kind of Automatic response system and have no control over it.]
  

  TruConnect does not control the approval, cancellation, or
  transfer of Lifeline benefits, as these processes are regulated by
  Lifeline program policies.  [TruConnect may not have control of the new approval or Cancellation, but since customer has responded back and stating he is not requesting any change, that fact can be relay to LifeLine Administrator, who he/she is at the charge. Did TruConnect contact ******** and informed this fact? Also if same thing is happened in the future to different Clients, TruConnect can react differently to save the customers? ] 
  

  Because of this incident, I lost access to my email accounts, my ************ and my Grocery store accounts, my e-banking at the time. All of these service used Two Tire Verification, namely my phone and number for verification. 

  I feel TruConenct is taking this too lightly. I would like to know any type of action of solution was taken to Preventing Recurrence of Problems like this?
  

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

  
  

• Initial Complaint

  Date:11/06/2024

  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.

  Someone used my email address and ****** account to sign up for Truconnect service. I know this because I received an email to activate an account. I never clicked email to activate it because I thought it was a scam. However, a day later I received an email saying that my account was activated. I contacted Truconnect and told them someone used it and it was not me. They said they can't do much because I am not the owner of the account. Email address that was used is ***************** A scammer's name is ******** ******. I want to close this account, I don't want my personal information on their company.

  Business Response

  Date: 11/18/2024

  11/18/2024
  Re: ******* ***
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  We discovered that Mr. ******* *** was concerned about receiving emails containing TruConnect customer information and details. Mr. *** mentioned that they would like to get the account cancelled and clear anything connected to their personal information. We discovered that a clerical error occurred during the processing of another customer's application, which led to Mr. ***** email address ******************* being mistakenly associated with the account. To resolve the issue, we have removed Mr. ***** email from our system to ensure he no longer receives any further communications that were not intended for them.We tried to contact Mr. *** but received no response; thus, we have emailed them the investigation details. The case is now closed. If Mr. *** 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: 11/21/2024

   
  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.

  They have closed fraud account associated with my email address.
  
  Sincerely,
  
  Gundong ***