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.

  216 W Base Line Rd Rialto, CA 92376-3306

  
• 

  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:11/06/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/23/2024 I recieved a shipment confirmation email from TruConnect .I have never purchased anything from them nor do I have an account with them. The recipient's name and address in the email are ************************* ****************************************************************************. A *** tracking number was also provided. I contacted TruConnect by email and phone to let them know about this situation. They confirmed there was no account in my name but an account associated with my email address in the name of the recipient in the confirmation email (***************************). I asked them to remove it and send written proof that my email and any personal information of mine had been removed from their data base and for there to be an investigation into the account using my email address without my permission. The agent said she would have to transfer me to someone else for that request. The person she transferred me to didn't answer my questions or provide proof that anything I requested had been done. She eventually stopped responding altogether. The only thing I was given was a reference number , ********.I have provided the two emails I recieved from TruConnect

  Business Response

  Date: 11/18/2024

  11/18/2024
  Re: ******** ******
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  We investigated Ms. ******** ******** concern regarding receiving emails containing account information about a TruConnect customer without their consent and knowledge. Ms. ****** requested that her information be removed from the TruConnect system. Upon investigation, we discovered that a clerical error occurred during the processing of another customer's application, which mistakenly associated Ms. ******** email address ************************ with that account. Fortunately, no other personal information was linked to the details provided. It's important to note that Ms. ****** resides in ********,while the account in question was registered in *****. To resolve this issue,we have removed Ms. ******** email from our system to ensure that she no longer receives unintended communications. We spoke with Ms. ****** at ************** and shared the findings of our investigation. She indicated that she had no further concerns, and the case is now 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 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: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.

  Date of Transaction: October 18, 2024 Amount Paid: Not applicable, as this was part of a government program for eligible users.Nature of Transaction:Two TruConnect street agents came to our door, claiming to represent a government program offering a free phone.They requested to speak with my mother as she is the user, verified her ID, and provided her with a phone.Dispute Details:Following the transaction, my mother's existing Lifeline plan with another provider (enTouch) was unexpectedly terminated, and her phone number was lost.Attempts to contact enTouch revealed that TruConnect had claimed we switched providers, rendering the enTouch plan void.Issues:At no point were we informed that the ******** plan or provider would be changed.We did not verbally agree to, nor did we sign any documents, authorizing such changes.The loss of my mother's phone number has caused significant suffering and damages. Her contacts can no longer reach her, and she has lost access to critical services she signed up for with that number, including healthcare.Resolution Attempts:We contacted enTouch, but they were unable to assist due to the alleged switch to TruConnect. We contacted TruConnect, they said the existing phone number locked and provide no further support.

  Business Response

  Date: 11/15/2024

  11/15/2024
  Re: **** ***
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  The investigation revealed that the customer and their daughter were concerned about losing their phone number with En-Touch as *********** Members transferred their Lifeline benefits to TruConnect. We spoke with the customer's daughter at ************** and informed her that we would highlight the case for our internal review and actions relating to the *********** Members involved. It is important to note that the agents involved were not TruConnect employees; they were affiliated with a third-party organization working on behalf of TruConnect. Additionally, the customer's daughter expressed a desire to maintain their Lifeline account with **********************. We conducted a conference call with the En-Touch support team and the customer's daughter to seek assistance in transferring the phone number. However, the support team informed us that the number could not be reactivated for Port-Out. We requested that they escalate this case to the appropriate team, but we did not receive any response or reference information. If En-Touch can assist us further, we will be able to help the customer with their requested phone number. The case is now closed;once we receive an update, we will proceed with the request accordingly.Meanwhile, if the customer requires 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 fully comply 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:**************

• Initial Complaint

  Date:11/06/2024

  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.

  *** had a government phone because i have no income right now. But Ive always had my own I phone there was a person sitting in front of the ********* giving away free phone he said i can even use my own number after they send me a sim card i get free talk and text and data. after a few months the true connect the people i signed up with call me and tell me i get only free talk and text and only 1 GB of data from now on i have to buy data so after i used up my data to ask question about how much itwas he said just$20 one time and its good for ever butnit was a lie they took my card number over the phone they said thats the onlynmethodnof pay i had frdual charges onmy card theycut of my free services , talk and text on oct 18th

  Business Response

  Date: 11/15/2024

  11/15/2024
  Re: **** **********
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  We discovered that the customer was concerned about being unable to use their services because their TruConnect phone number ************** had been disconnected.According to our records, the customer initially applied for our services through a *********** Member and was approved under the Lifeline program. They were given a free Lifeline plan that included Unlimited Talk, Text, and 6 GB of data per month, which they utilized from 12/29/2023 to 08/04/2024. Per ******** regulations, a customer may have only one account at a time. Since the customer had another account with a different carrier, their TruConnect account was disconnected. On 09/14/2024, the customer applied for a $20 monthly prepaid account to retain the same phone number and services. However, they failed to make the subsequent payment, resulting in the suspension of their services.Subsequently, on 10/21/2024, the customer transferred (ported out) their phone number to another carrier. To address these issues, we attempted to contact the customer using the provided contact details but did not receive a response,which led to the case being closed. If the customer requires 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 fully comply 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:**************

• Initial Complaint

  Date:11/06/2024

  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.

  this is the second time i used truconnect first time was before and during the pandemic the connection was good used it without having any problems with data or usesage this time around they say i had unlimited data and useage and qualify for free phone being ********** and when i started using my phone they send messages saying my phone will work slower because of data usage i had to buy more data for $20 dollars a month but i thought i was qualifyed for unlimited data usage for being ********** i called them to complain about messege of slower phone data warning but they said well you need to buy more data i said all i use my phone is for work to clock in using a work app and the truconnect representative said oh no you cant use free phone for work i said what i used it before to clock in for work app with no problem the state should not be having people qualify for free phone for ********** if phone and connection cant be used as a regular phone carrier why is it that because your ********** you cant have good phone data and usage if the state is providing free phone access and data right now i cant use my phone besides to call out or get calls i cant send message text email website ****** or any app including work app

  Business Response

  Date: 11/15/2024

  11/15/2024
  Re: ****** ****
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  The investigation revealed that the customer is concerned about her ******************** data limit and reduced data speed. She believes she is not receiving the data services she is entitled to and thinks that she should have unlimited data services. Our records indicate that the customer applied online on 07/06/******** was approved for the Lifeline program benefits plan, which provided her with a complimentary phone and a plan that includes unlimited talk, text, and 6 GB of data per month. To address her concerns, we spoke with the customer at ************** on 11/14/2024. We verified her account and shared the details of our investigation. We explained that this is a standard Lifeline plan applicable to all customers. If she needs additional ******************** data, we can offer affordable options for purchasing data top-**** We also informed her that her current plan cannot be upgraded. As a recommendation, we advised her to utilize free public ***** services whenever possible to help save her data. The customer had no further concerns, and the case is now closed. If the customer requires 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 fully comply 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:**************

• Initial Complaint

  Date:11/06/2024

  Type:Delivery 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 just received an email from a company called TruConnect, saying my order (a TMO SIM BYOD card) had been shipped. A tracking number was included, along with a shipping address to someone with another name and in another state. Upon researching, I have seen others with similar experiences. As others have stated, I would like my information removed from their system and what ever they have activated in my name turned off immediately.

  Business Response

  Date: 11/15/2024

  11/15/2024
  Re: ****** *****
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  Our investigation revealed that Mr. ****** ***** was concerned about receiving emails from TruConnect regarding customer account information. He expressed a desire to have his information removed from the TruConnect system and to cancel any active accounts associated with his details. According to our records, the account in question was enrolled online. It is possible that a clerical error occurred during the application process, which may have led to Mr. ****** email address ************************ being mistakenly linked to the account.However, no other personal information matched the provided details. Mr. ***** resides in **************, while the account is registered in *****. To resolve this issue, we have removed Mr. ******* email from our system, ensuring he will no longer receive unintended communications. We attempted to contact Mr. ***** using the provided phone number but received no response. We have emailed him the details of our investigation. The case is now closed. If Mr. ***** requires 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 fully comply 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:**************

• Initial Complaint

  Date:11/06/2024

  Type:Sales and Advertising 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 15th ******* ******* came to our door wearing tru connect branded apparel. She told me that the state had sent her to deliver this phone to me as a benefit for having medical insurance. She said that I had to accept it and that if I didn't more people would just come. She said I could not opt out of having the lifeline phone after I expressed that I did not want it.bshe also said that the state had already paid for everything ahead of time which is another reason why I had to take the phone. I later discovered that this was all a lie and that I had been coerced into providing information for a service that I did not want. I never signed up for this - ******* filled out all the forms and never gave me a pin or asked me to sign anything. She signed me up without my consent. Attached are a few videos from our doorbell. We do not have a complete record due to how the doorbell records videos. I believe that tru connect and their partner organization titan management, who ******* worked with, participate in dishonest and aggressive sales tactics and, if I had to guess, also abuses tax dollars by pushing applications for this program onto people who do not want or need this service.

  Business Response

  Date: 11/15/2024

  11/15/2024
  Re: ***** ******
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  We found that the customer was concerned about their enrollment with TruConnect, which they indicated was done without their consent or knowledge. According to our records, the customer was enrolled by a *********** Member on 10/15/2024, and the application was approved, as there were accompanying documentation pictures received. On the same day, the customer contacted our customer care team to explain their situation. At their request, their account was cancelled. It is important to note that the agents involved were not TruConnect employees; they were affiliated with a third-party organization working on behalf of TruConnect. To address the customer's concerns, we spoke with them at ************** on 11/12/2024 and provided details of our investigation. We explained that the findings would be shared with the relevant team for internal review and action.Additionally, since the customer wanted to return the phone they received at the time of enrollment, we arranged for free shipping to facilitate the return of the device to **********************. The customer expressed 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: 11/25/2024

   
  Complaint: 22428430
  
  I am rejecting this response because:

  
  While the business has managed to partially address my individual issue - it is clear from reading forums, social media outlets, and other BBB reviews that this business regularly engages, directly or indirectly, with unethical, aggressive, and potentially illegal practices regarding soliciting sign *** for their program. So long as these types of engagements are being made and practices being put fourth, I will remain dissatisfied with this business and it's current rating on BBB. Malicious marketing gro*** should be completely disengaged with and a trusted consultative third party should be brought in publicly audit TruConnect and its practices.

  Addressing one single employee in one incident does not account for the obvious trend in behavior that is incredibly visible when researching TruConnect.
  

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

  Business Response

  Date: 01/31/2025

  01/31/2024
  Re: ***** ******
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  Thanks for giving us a chance to address ***** Hughess additional concerns. We want to take a moment to respond and clear up any misunderstandings while explaining what were doing to improve. First off, we understand where Mr. ****** is coming from. His feedback about broader issues in how our services are marketed is valuable to us, and we take these concerns seriously. While we resolved his specific issue by canceling his account, arranging the return of the device, and investigating the situation, we get that theres more work to do to address the bigger picture.
  
  Heres what we want to emphasize:
  
  Third-Party Teams:
  Like many companies, we work with third-party organizations to help enroll eligible customers. We hold them to high standards, with clear rules about getting proper consent and making sure people understand what theyre signing up for. If any of these teams break the rules, we take actionup to and including ending our partnership with them.
  
  Steps Weve ************************ case, we acted quickly to cancel his account, investigate what happened, and make returning the device as easy as possible. We also reviewed the feedback weve received online and from customers like him to figure out how we can do better.
  
  Ongoing Improvements:
  Were continuously looking at ways to improve. This includes training, monitoring, and keeping our third-party teams accountable. 
  
  We understand the frustration that comes with these situations, and we appreciate Mr. ****** sharing his thoughts. If he or anyone else has more examples or feedback about unethical practices, wed be more than happy to dig into those and take the necessary steps. Thanks again for giving us the opportunity to respond. If Mr. ****** or anyone else needs further assistance, were here to help. Feel free to reach out to us at **************.
  
  We apologize again for the inconvenience and consider this matter closed.
  
  Best regards,
  
  ******* ********
  Director, Customer Support
  ********************
  Email: **************************************
  Phone: **************

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22428430
  
  I am rejecting this response because:

  While the response briefly reiterates the steps taken to resolve my particular issue, it fails to provide adequate clarity on the broader systemic concerns that have been raised, both in my case and in the numerous other BBB filings involving TruConnect Communications.
  
  In particular, the response does not address several critical points that I believe must be clarified and resolved for the sake of transparency and customer satisfaction:
  
  Lack of Accountability for Third-Party Partners
  One of the key concerns I have raised in previous communications is the involvement of third-party partners that have contributed to the issues I've faced. It remains unclear whether these partners have been held accountable for their actions and if any measures have been taken to sever ties with those who are not meeting the standards of service that customers are entitled to expect. If ******************** has taken action in this regard, I would appreciate a detailed explanation of the steps taken, including the specific partners involved and any corrective actions or terminations made.
  
  Systemic Nature of the Issue
  My experience is not an isolated incident. Numerous other BBB complaints and customer reviews suggest that there is a widespread issue affecting a significant number of customers. ******************** has not sufficiently acknowledged the magnitude of this problem in its response. It is critical that the company addresses how it plans to ensure that these issues are not repeated for other customers who may be unaware that they are also being taken advantage of or misled. I urge TruConnect to share more specific information about how it plans to identify and remedy these widespread concerns.
  
  Policy Revisions and Customer Protection
  It is not enough to outline vague goals for improvement without clear and actionable policies being put in place. Customers need concrete assurances that similar problems will not occur in the future. I request a more detailed breakdown of any policy changes, operational overhauls, or customer service training that will be instituted to prevent future complaints. Additionally, I would appreciate details on how TruConnect Communications plans to monitor these changes for effectiveness, ensuring they result in a tangible and lasting improvement to the customer experience.
  
  Lack of Proactive Communication and Ongoing Customer Concerns
  I am deeply concerned that TruConnect Communications has not addressed the lack of proactive communication regarding these issues. There are likely many customers who are unaware they have been impacted by the same problems, and have been taken advantage of without filing complaints. It is troubling that the company has not yet declared to have taken steps to inform affected customers of the situation or provided a clear avenue for them to resolve any issues. This failure to communicate and address the broader impact of these issues raises serious concerns about the company's commitment to transparency and customer care moving forward.
  
  In conclusion, I do not believe that the response from TruConnect Communications sufficiently addresses the gravity of the concerns raised. The company must take further steps to ensure accountability, transparency, and customer protection moving forward. I look forward to receiving a more comprehensive and detailed response that acknowledges the broader issues at play and outlines a clear path forward to address them.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:11/06/2024

  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.

  Ordered new sim card under new carrier TruConnect because I received a text telling me I was about to lose QLink service on or around Nov 8. With no reason or explanation as to why I was about to lose service in Nov.I ordered TruConnect BYOD Plan. I thought I transfered my old number but apparently TruConnect or QLink didn't transfer it over, I got assigned a new phone number that I didn't ask for, and the new SIM card doesn't work. Mobile data won't turn on unless Wi-Fi is also turned on. Can't make any calls. I automatically get sent to T-Mobile customer service for some reason, who keep giving me phone numbers that don't work. **************) and *************) these numbers just take me back to T-Mobile customer service, who keep giving me the same two phone numbers. I will have to reinstall the QLink sim card, because that's the one that works. Hopefully I won't lose my service in November. Get it together TruConnect. This is B.S.!!! TruConnect shouldn't be able to jerk people around just because the service is free.

  Business Response

  Date: 11/15/2024

  11/15/2024
  Re: ******* *******
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  Our investigation revealed that the customer was concerned about being unable to transfer (port-in) their Q-Link phone number to TruConnect. They mentioned receiving a text about losing their services with Q-Link on 11/8/2024.According to our records, the customer applied online on 11/08/2024 and was approved for the Lifeline plan under the Bring Your Own Device (BYOD) program,which includes Unlimited Talk, Unlimited Text, and 4.5 GB of data per month. A compatible SIM card was delivered to them on 11/15/2024, which could be used in any GSM network-unlocked phone. The customer encountered difficulties using their services and emailed our customer care team. However, the response directed them to contact the customer care team by phone. The customer did not reach out to the customer care team, nor did they submit a number transfer (port-in) request. On 11/17/2024, the customer's ********************** account was disconnected because they transferred their Lifeline benefits to another carrier. To resolve the issues, we attempted to call and email the contact details provided but received no response, resulting in the case being closed.The customer no longer has an account with **********************. If the customer desires to return, they can reapply on our website, ******************************. 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:11/06/2024

  Type:Billing 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 account on my behalf-fraudulently. Called to cancel and TRUCONNECT WOULD not provide information to me about an account opened under my information- UNPROFESSIONAL- all they said is we will cancel, we cant release information to you and when asked to speak to supervisor- left me on hold - this company needs to be addressed legally taking advantage of THE ELDERLY - Truconnect support line **************. WEB: ********************************************

  Business Response

  Date: 11/15/2024

  11/15/2024
  Re: ********* *****
  Complaint ** # ********
  
  Dear BBB Carrier Support:
  
  Our investigation revealed that the customer was concerned about their Lifeline benefits being transferred to TruConnect without their consent and knowledge.According to our records, the application was enrolled through a *********** Member on 09/09/2024. It is important to note that the agents involved were not TruConnect employees; they were affiliated with a third-party organization working on behalf of TruConnect. The application was submitted along with the ** proof, and it was approved under the Lifeline program benefits. On 10/05/2024, the customer and her niece spoke with the customer care team about their concerns, on which the customer team verified the basic information and *** and cancelled the account at the customer's request. We attempted to contact the customer multiple times on the provided contact number but received no response, and there was an email address available for us to share our investigation details. The case is now closed. Presently, the customer no longer holds any account or application with TruConnect and can reapply with the carrier of their 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:10/30/2024

  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.

  I am a Case Manager and am writing on behalf of my disabled client. We have signed up for free government phone service from another company. We have done this three times. Why? because somehow TruConnect is getting his information, doing an application, and switching my clients service to TruConnect. ***************** said an application was done on September 3, 2024 for TruConnect. This is utterly impossible. My client absolutely did not do an application for Tru Connect service. Next thing you know, he received yet another sim card from TruConnect. We put it right back in the mail box and said Return To Sender!! This must stop. How is this even legal? And every time my client receives their sim card his service from the other company gets shut off so we have to start from square one and do another application to get his old service back. I wrote to TruConnect and explained everything in great detail only to receive a generic, useless response in return. it was so obvious they did not read the message, as I received a form letter back in return. TruConnect needs to lose my clients information and stop doing applications on his behalf!! he does not want your service, never did!!

  Business Response

  Date: 11/10/2024

  11/08/2024
  Re: **** *****
  C/O: ****** *****
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  We discovered that the customer and their case manager were concerned regarding the transfer of the customer's benefits to ********************** without their consent and knowledge on multiple occasions. The applications were submitted online through referral links, but all applications have now been cancelled and removed from the TruConnect system. We attempted to contact the customer using the provided contact details but received no response. Later, we received an email in which the case manager stated that they no longer desired to discuss the matter. They requested that the issue be resolved and expressed a desire for no further communication from TruConnect. Currently, we do not have any active accounts in our system, and the customer is free to reapply with any carrier of their choice. Therefore,this 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:10/30/2024

  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.

  Somebody used my name and email to order a phone when I contacted costumer service I used the chat function to explain and wanted a supervisor they told me to call them I called but you cant get a person at the 800 number its only automated and hung up

  Business Response

  Date: 11/10/2024

  11/08/2024
  Re: ****** *****
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  We found that Mr. ****** ***** was concerned about some using their name and email address to order a phone. 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.However, there is no other personal information matched with the provided information. 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 attempted to contact Mr. ***** on the provided contact number but received no response, thus we have emailed them the investigation details. 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. 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,
  
  ****** *****