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

  4710 Mercantile Dr Fort Worth, TX 76137

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: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,
  
  ****** *****

• Initial Complaint

  Date:09/26/2024

  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.

  My father had a stroke and does not have a phone. He is on ******** and qualified for a free phone and service according to the TruConnect website. He needs a phone so he can call for help if something else happens or if he falls.I submitted an application on his behalf. While submitting the application I contacted TruConnect multiple times for assistance and each time was asked for his account number and PIN, which I provided and they were able to assist me each time. They ended up charging $85 for the phone, which he cannot afford, so I paid it and they took my payment information and applied it to his account. They never once asked to speak to my father. After receiving the phone, it does not work. They did not assign hom to the appropriate carrier. I called them on 9/16 to check the status of his carrier assignment and they would not speak to me, they said they had to speak to him to verify the account. He lives in ** and I live in **. I have all his information, account number and PIN to verify the account. His phone does not work because they did not set it up correctly and I can't even assist in getting it set up correctly unless I drive to WV and put him on the phone so he can verify the account. If he had a phone so that he could call them or I could 3 way him in, I wouldn't be trying g to set this one up for him. We are in a catch 22 and this business did nothing to assist. They took my money, sent him a phone he cannot use, and are now refusing to complete the account set up or speak to me about it. This makes absolutely no sense and feels like a scam. There is no reason they should not be able to speak with me about this account to resolve the issue for the phone that I paid for so that my father would have a way to make emergency phone calls. I spoke to a supervisor named ***** and she even refused to assist me unless she could speak to my father, who is over 300 miles away with no phone, thanks them. Ridiculous.

  Business Response

  Date: 10/06/2024

  10/05/2024
  Re: **** *****
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  Ms. **** ***** applied for the Lifeline Program Benefits Plan on behalf of her father,***** *******, and purchased a Cloud Mobile Stratus C7 phone for $85.60.However, she experienced difficulties activating the phone. Upon reviewing the case, we found that on August 29, 2024, Ms. ***** submitted an online application for her father, but the application was incomplete, resulting in its cancellation, which prevented us from activating the phone. To resolve the matter, we contacted Ms. ***** at **************, explained that the application was incomplete, and informed her that this was the reason for the activation issue. To ensure a positive outcome, we issued a full refund for the phone without requiring a return and encouraged her to reapply. Ms. ***** expressed satisfaction with this resolution, and the case is now closed. Should she need further assistance, our *************************** is available Monday to Saturday from 5 AM to 9 PM PST at **************. TruConnect is dedicated to ensuring our representatives uphold all state, federal, and company policies while providing the best possible service.
  
  We apologize again for the inconvenience and consider this matter closed.
  
  Best regards,
  
  ******* ********
  Director,Customer Support
  ********************
  Email:**************************************
  Phone:**************

• Initial Complaint

  Date:09/26/2024

  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.

  A person came to my door with a TruConnect name badge which said ****** *. on it. They knocked aggressively, rang the doorbell, and yelled outside my home. When I answered they asked if I got government benefits and I said no, they kept pushing and insisting that I do get government financial assistance but I don't so continued to deny it. This person then became upset and began kicking my bushes, punching the door, and waving their arms around crazily. Then upon leaving they saw some wet concrete that had just been laid and was marked off with caution tape and they went and stepped in it.All in all, they were aggressive and threatening, my metal screen door, the wood trim around my door, and the concrete all suffered damage from the vandalism.When I called the company they said they couldn't help because I was not a customer.

  Business Response

  Date: 10/11/2024

  10/11/2024
  Re: ****** *******
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  Our investigation revealed that Mr. ****** ******* was concerned about a street team member trespassing on their property, causing them inconvenience. To address the issue, we spoke with Mr. ******* at **************, who informed us that an individual named ******, had visited their home to enroll them in the Lifeline program benefits from TruConnect. When they declined, the agent behaved unprofessionally. We explained to Mr. ******* that these agents are not directly employed by TruConnect but are affiliated with a third-party company working on behalf of TruConnect. Since we only had the first name, we were unable to conduct further investigation, and we found no account for ********** in our system. Mr. ******* did not have any other details to provide.Therefore, we requested that in the future, if they encounter a similar situation, they should note the agent's information for investigation ***********. Robbins had no other concerns, so the case is now closed.
  
  We apologize again for the inconvenience and consider this matter closed.
  
  Best regards,
  
  ******* ********
  Director,Customer Support
  ********************
  Email:**************************************
  Phone:**************

• Initial Complaint

  Date:09/26/2024

  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.

  A representative knocked on my door last October to coax me away from my existing phone company (that is part of a federally funded program). The selling point was that they offer up to three replacement phones. My daughter dropped the phone and now they are telling me that I cannot have a new phone because she broke it. It also took them an entire month to respond to my multiple requests as they advertise under Cloud Mobile but they are actually Truconnect. It's false advertising.

  Business Response

  Date: 10/06/2024

  10/05/2024
  Re: Melinda
  Davis
  Complaint
  ID # 22259440
  
  Dear BBB
  Carrier Support:
  
  The
  customer was concerned about facing difficulties in obtaining a free
  replacement phone. The customer's free phone was accidentally dropped and
  damaged by her daughter. Based on our records, the customer has been receiving
  free services since November 10, 2023, through TruConnect under the Lifeline
  and ACP benefits plan. The customer was initially provided with a free phone, a
  Cloud Mobile Stratus C7, along with free plan services. However, their Lifeline
  account was disconnected on September 26, 2024, as the customer transferred
  their benefits to another carrier. At present, the customer still maintains an
  active ACP account. To address the issues, we tried to contact the customer
  multiple times but did not receive any response to our calls and emails. As a
  result, the case has been closed due to no response. Furthermore, the customer
  has the option to use their SIM card on any GSM network-unlocked phone. If the
  customer requires further assistance, our Customer Service Department is
  available Monday to Saturday from 5 AM to 9 PM PST and can be reached at (800)
  430-0443. 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,
  
  Claudia
  Guerrero
  Director,
  Customer Support
  TruConnect
  Communications, Inc.
  Email:
  [email protected]
  Phone:
  (800) 430-0443

• Initial Complaint

  Date:09/18/2024

  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 called TruConnect to port out a number on June 22, 2024 the representative told me that the phone was activated and the old number could be ported to the new phone provider. I even made sure all the information was correct by doing a three-way call with TruConnect and the new phone provider, so the TruConnect personnel could reassure my new phone service provider that the phone was activated and the account number and four-digit transfer PIN were accurate. The phone number was never transferred and since then I attempted multiple times to transfer my old number which I had for 20 years and have many important accounts and contacts connected to this number. TruConnect never activated the number when I requested it, they activated it after the request was denied because the phone was not activated at the time of request. When I tried to request the porting process again TruConnect gave me many different false information such as the number had already been ported out successfully so I had to get in contact with ******** to find out which phone provider the number belonged to and they told me TruConnect. This has caused me a great deal of hardship because there are people I know who I have lost their number and can't get in touch with to give them the new number. I want to know if this can be resolved by TruConnect allowing me to port out my old number to the new phone provider.

  Business Response

  Date: 09/27/2024

  09/27/2024
  Re: ******* ****
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  Our investigation found that the customer was concerned about difficulties in porting out their TruConnect phone number ************** to a new provider.According to records, the customer had been receiving Lifeline Program Benefits from TruConnect since October 30, 2023, and their account was disconnected on June 5, 2024, when they transferred their benefits to a new carrier. On September 19, 2024, we spoke with the customer at **************, verified the account, and discussed the investigation details. We informed them that their request to port out their TruConnect phone number was reactivated on June *******, and successfully ported out on August 23, 2024. However, the customer claimed that they did not have the phone number. We scheduled a call back for the next day to recheck the information. The following day, we spoke with the customer again and confirmed that ********************** no longer held their phone number,as it had already been ported out. Additionally, **************** also informed the customer that their phone number was not eligible for port-in with them. We provided all the assistance we could, but the customer was not satisfied. 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: 10/03/2024

   
  Complaint: 22251006
  
  I am rejecting this response because: I requested the porting of the number within the legal time frame of 25 days after the account was disconnected on June 22, 2024. I was told then by the TruConnect customer service person that the phone was activated and we did a three-way conference call with the Assurance wireless customer service person where they said to them that the phone was activated and the porting process could be done at no point was I ever told that the number would be reactivated on June 24 2024 so I would be able to try the porting process then. A supervisor at TruConnect that I spoke to told me that they still have the number, and it could not be ported out because the 25 days were over, and the number was recycled and the reason why the porting processes that I attempted multiple times did not work was that it was already too late, and their customer service representative made a mistake by reactivating the account. And I asked the standup wireless personnel what are the reasons why a number would not be eligible, and they stated if the number was deactivated, or if it was recycled. And by the customer support's statement, the number was not successfully ported out because they said Standup Wireless said the number was not eligible for porting in with them. So, in conclusion, they did not fulfill their duties that they are legally obligated to do at the appropriate time, and instead of doing an internal investigation or maintenance on their computer system to see where the problem lies, they repeat the same statement even though they are not true.
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 02/07/2025

  02/07/2025
  Re: ******* ****
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  Following our investigation, we confirm that the customers concern relates to the transfer of their phone number to another service provider. As previously stated in our response on 9/27/2024, the customer received ********************** services from 10/30/2023 to 06/05/2024. Their account was disconnected after they transferred their Lifeline benefits to a different provider. At the customer's request, we assisted with multiple reactivation attempts and facilitated the port-out process, which was completed on 08/23/2024. Despite our efforts, the customer remained dissatisfied, and the case was subsequently closed.
  
  Upon further review, we reconfirm that TruConnect successfully released the phone number in question. The responsibility for completing the porting process rested with the receiving service provider. As TruConnect no longer holds the number, we consider this matter 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 delivering service in full compliance with state, federal, and company policies.
  
  We apologize again for the inconvenience and consider this matter closed.
  
  Best regards,
  
  ******* ********
  Director,Customer Support
  ********************
  Email:**************************************
  Phone:**************

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22251006
  
  I am rejecting this response because: Truconnect did not reactivate my account when I requested it to be activated so my number could not be ported out in the appropriate time causing me to lose the number.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:09/18/2024

  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 came to my address and asked if I was on Social Security. I said yes. The person at the door said I qualify for a free phone. I invited him in and said I have a choice of a free phone or a tablet for $30.00 with Internet. The tablet did not receive an Internet connection. I paid him $30.00 and received the tablet. I believe this took place about August 16, 2024. He took a picture of my Benefit Verification Letter on his phone. I received an email from TruConnect on August 26, 2026 and said my application was being reviewed. I received another email from TruConnect saying that I was approved and they would send me notification when my phone ships. I never received the phone and I received another email from TruConnect about activating my phone on September *******. I tried calling TruConnect to explain my situation and they asked me security questions. They asked for a PIN that I didn't have and they asked me my name, address and what document I used to get the service. I said I used The Social Security Benefit letter and the person on the phone said none of the information I gave them was on their record and they would not talk to me. I email TruConnect and told about the conversation I had on the phone with their represenative and they emailed me back on September 04, 2024 and told they could not help by email and I would have to call the toll free number. I am frustrated that they not only did me wrong but getting money from the government for a service I am not getting.

  Business Response

  Date: 09/27/2024

  09/27/2024
  Re: ***** *******
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  Our investigation found that the customer was unable to use ******************** services on the tablet they received after enrolling through an STM ************ Member)for lifeline program benefits with TruConnect. Initially, the customer reached out to the customer care team for help, but the account couldn't be verified due to a failed identity check, which prevented a resolution. After checking the account and coverage, we found no issues. We then contacted the customer at **************, verified the account, and assisted them in troubleshooting the device, which resolved the internet service issues. Additionally, the customer expressed a desire to have a phone, so we helped them purchase one through TruConnect, which should be delivered within the next 7 to 10 business days. As the customer had no 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:**************

  Customer Answer

  Date: 10/02/2024

   
  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:09/16/2024

  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.

  TruConnect has opened an account using my name and email address fraudulently. I have not, or have ever, applied for or opened an account with this company. I found out by receiving an email confirmation about the account on 8-30-2024 and immediately called their helpline, which went to a call center in *****. I spoke with a customer service *** allegedly named "****** *******" who asked for my birthdate to confirm my identity. When I provided only the month and day ( I would not give him the year due to authenticity concerns) he said the birthday doesn't match the one on file and that I would have to call yet another help line, called Lifeline, to provide additional information. I got the initial email at 8pm and the Lifeline call center recording said they closed at 7pm, so whoever did this seems to know I can't get help for several days due to the weekend and a public holiday. Since then, I have received 2 additional emails from Truconnect saying the account is now approved and that it also qualifies the account holder to get a free Amazon Prime account. I do not know if this company is legitimate, or how they received my information. "******" said he would put a note on the account, but that he could not deactivate it even though I've flagged this as being fraudulent. This happened when I was visiting ******************* area and the company itself seems to be located in ** also, which makes me think someone stole my information while I was there.

• Initial Complaint

  Date:09/06/2024

  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.

  Illegally using my name for a package shipped to *******.

  Business Response

  Date: 09/16/2024

  09/16/2024
  Re: ****** *******
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  We investigated Ms. ****** ********* concern regarding their information being used fraudulently to receive benefits from TruConnect. Our investigation revealed a clerical error that occurred during the processing of another customer's application. This error resulted in the incorrect association of the ***** address ************************ with our records, leading to Ms. ******* unintentionally receiving *****s from TruConnect. Apart from her ***** address,Ms. ********* information did not match our records. Despite multiple attempts to contact Ms. ****** ******* via phone calls, we did not receive any *********** prevent similar incidents in the future, we have proactively removed Ms.********* ***** from our system and the customer's account, ensuring that she will no longer receive any unintended communications. We have also *****ed all the investigation details and outcome information to Ms. ******** This case has now 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 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: 09/27/2024

   
  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:08/29/2024

  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 an email stating I had signed up for TruConnect and that my order was processed. I have never heard of the company and upon research saw that a similar deceptive practice had occurred with this company to other people. Today, 8/22/24, I get an email saying my order (a SIM card) has been shipped providing a tracking number and an address in my city that is not mine. Considering there are several people experiencing an identical issue with this company it appears to be deceptive practice. I want my information removed from their system and what ever they have activated in my name turned off immediately.

  Business Response

  Date: 09/11/2024

  11/09/2024
  Re: ****** ******
  Complaint ID # *******
  
  Dear BBB Carrier Support:
  
  We investigated Ms. ****** ******** concern about her information being used to create an account with ********************** without her knowledge and consent. She requested to cancel the services. According to our records, Ms. ****** contacted our customer care team on August 22nd, 2024, to report her concern and request account cancellation. Our customer care team tried to assist Ms. ******* but she declined to verify her identity with them, which was necessary to process the cancellation. Despite our attempts to contact her through email and phone,we received no response. The account in question is no longer active with TruConnect, and we are unable to investigate or provide further information since the account was never verified. Therefore, the case has been closed. If ********* requires further assistance, our *************************** is available Monday to Saturday from 5 AM to 9 PM PST and can be reached at *************. TruConnect is committed to doing everything to ensure that our representatives fully comply with state, federal, and company policies.
  
  We apologize again for the inconvenience and consider this matter closed.
  
  Best regards,
  
  ******* ********
  Director,Customer Support
  ********************
  Email:**************************************
  Phone:**************

  Customer Answer

  Date: 09/28/2024

   
  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,
  
  ****** ******