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: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.

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

  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.

   
  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,
  
  ***** *******ce. 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:**************

• 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.

   
  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,
  
  ****** *******

  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:**************

• 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.

   
  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,
  
  ****** ******

  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:**************

• Initial Complaint

  Date:08/27/2024

  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 purchased top up data from this company 8 times and at no point was the data applied to my account. I contacted customer service and told to send in screen shots and bank statements. I did that. I received no response. I contacted them again and was told to do the same thing again. I did. And then i did that 3 more times. It has been 12 days and they have not applied my data purchases to my account or refunded my money. I cant complain to them anymore because i get no response.

  Business Response

  Date: 09/11/2024

  11/09/2024
  Re: ***** *****
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  We investigated the customers concern about not receiving the data they paid for and their request for an $8 refund. According to our records, the customer has been enrolled in the *** Program since June 2023. Their original plan included Unlimited Talk, Text, and 8 GB of data per month. In July 2024, due to *** funding issues, their data plan was changed to 1 GB per month. The customer's billing cycle date is around the 10th of each month. Upon reviewing the customer's usage over the last two months, we discovered that they had made 44 transactions to purchase data totaling $80, which equated to roughly 12 GB of data. Our service usage files indicated that the customer did indeed receive the data they paid for and had used it. However, we also found that due to exceeding the monthly transaction limit and system issues, some purchase orders failed, resulting in 1.2 GB of data not being added to the account, and the $8 was refunded to the customer. We made several attempts to contact the customer via phone and email to address these issues, but unfortunately, we did not receive a response, leading to the closure of the case. If the customer requires further assistance, our *************************** is available Monday to Saturday from 5 AM to 9 PM PST and can be reached at **************.TruConnect is committed to doing everything to ensure that our representatives fully comply with state, federal, and company policies.
  
  We apologize again for the inconvenience and consider this matter closed.
  
  Best regards,
  
  ******* ********
  Director,Customer Support
  ********************
  Email:**************************************
  Phone:**************

• Initial Complaint

  Date:08/27/2024

  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.

  August 13, 2024 Complaint about TRUCONNECT phone service:I received a phone from TRUCONNECT through the Lifeline program, TRUCONNECT HAS STOPPED MY DATA for the fourth time. I have received four different emails saying I switched to a different phone company. Which I did not AT ALL. I've only been with the company since the beginning of August with this company, and so far I've had four different Phone Number's with them. When I told them I wanted to keep my old Phone Number, and I was told they would Send me a new Sim Card for my old number. When I received the Sim Card after waiting a week it wasn't that at all. Then I ended up with yet another Phone Number, after receiving the Sim Card, ******* was stopped again because they said I switched Phone Company's which I didn't do. And after I thought everything was fine, then two days after receiving that Sim Card, they again stopped my data. Once I thought everything was fine, they sent me yet another Sim card and it wasn't even a TruConnect Sim card the moment I put it in the Phone and tried to call 611 to activate it, that's when the Phone said welcome to T-Mobile, one day later they stopped my data yet again. Then they sent me yet another Sim card which is the one in the phone now, and got another email saying I switched Phone Company's which I did not.Since being with TRUCONNECT I've had three different Phone Number's. Now this morning they did it again. No data means I can't make calls, no messaging, nothing. This is absolutely the WORST PHONE COMPANY I HAVE EVERY HAD.

  Business Response

  Date: 09/11/2024

  11/09/2024
  Re: ******** *****
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  Our investigation determined that the customer was concerned because she applied multiple times with TruConnect, but all her accounts were disconnected without a valid reason. This prevented her from using the services and transferring her old phone number to TruConnect. In July and August 2024, the customer applied three times with **********************, and each application was approved. She received a new phone number and was able to use the services, but all three accounts were disconnected at the end of California Lifeline Administrator because the customer or someone in their household had resumed the discount with another carrier. TruConnect does not have control over the customer's benefits. In our attempts to resolve the issues, we tried to contact the customer at *************, but her daughter answered the call and informed us that her mother was in the office. We received no response to emails and calls; thus, we made additional attempts but only reached out to voicemail. The customer does not have any active account with **********************, and if they wish to have services with TruConnect, they can reapply. 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:**************