ComplaintsforTruConnect Communications, Inc.
Mobile Phone Service
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Complaint Details
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Initial Complaint
09/18/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
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
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 response
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
09/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
09/06/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Illegally using my name for a package shipped to *******.Business response
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 response
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
08/29/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
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
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 response
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,
****** ******Initial Complaint
08/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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
08/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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:**************Initial Complaint
08/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
8/9/2024, truconnect cut off my service, with a false explanation. They cut off my service and claimed I signed with another provider which is false. My records would show I never been associated with another provider for mobile phone services. They would not name the other provider I was associated with when asked, because it was a false claim. My solution was for the truconnect *** to call this so-called provider and see if I am on their records.Would like them to give me back my service I have been using for 5-ish years.Business response
08/28/2024
08/28/2024
Re: *************************
Complaint ID ********
Dear BBB Carrier Support:
Our investigation revealed that the customer was concerned about not being able to use their services. They claimed that their account was disconnected without a valid reason and their consent. According to our records, the customer has been using our services since August 2019. Unfortunately, on August 8th, 2024, their account was disconnected due to line loss, which indicates that the customer or someone in their household has applied to receive Lifeline benefits with a new carrier. Our system confirms that the customer reapplied on the same day and was approved for a Lifeline BYOD plan with Unlimited Talk, Unlimited Text, and 4.5 GB of data per month. The new SIM card was delivered to them on August 17th, 2024, with tracking number **************************. The customer's new account is active, but they need to use their new SIM card in any GSM network-unlocked phone. We tried to contact the customer at ************** to resolve the issues but received no response. However, the customer did reply to one of our emails, and we have emailed them the investigation details. The customer no longer has any other concerns, and the case has been 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
08/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
A young Asian male came to my door, range the doorball and when he heard, my father, who is an old man, answer the door, the true connect person claimed that he had a package for us and was doing a drop-off. This is a trick they use to worm their way into old people's houses. Luckily we have to keep the gate locked with a key and I have a doorbell camera. I told the person to get away from my house and take me us their mailing list. I am tired of people from this company coming to my door with their scams. I need them to never ring my doorbell again. I am not interested in their services.Business response
08/28/2024
08/28/2024
Re: *********************
Complaint ID # ********
Dear BBB Carrier Support:
We investigated Ms. ************************* concern regarding the *********** Member (STM) entering her property without permission. We tried to find her information in the TruConnect system for further investigation, but we found no associated accounts, suggesting that she may not be a TruConnect customer. We spoke with her at ************** and informed her that without sufficient information, we are unable to investigate the issue or take any action. She informed us that she has video evidence and will be sharing it with us. As of now, the case has been closed until we receive any new information from her. 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
08/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
A young man circulated around my apartment complex last week telling everyone with a free government phone, that he had a new phone for us. He represented TruConnect. My service has been with Safelink for many years now. He tried to tell me that TruConnect was with ACP, & that I could have both phones. I checked on internet at the time & determined this to be categorically false. I told him I didnt want the phone, wanted to stay with Safelink, & dont him to cease & desist with TruConnect sign up. Later I find out that I supposedly have an account with **********************. That is a lie! I did not accept their phone! I am a disabled senior citizen ************************* marketing strategy has impaired my ability to get a free phone period! I want that allegedsign-up eradicated. I dont know whether this young man pocketed the phone for personal use, or what he did.Business response
08/13/2024
08/13/2024
Re: *********************
Complaint ID # ********
Dear BBB Carrier Support:
We have investigated ***************************** complaint regarding the *********** Member (STM) providing them with incorrect information and enrolling them without their consent. Our investigation revealed that on July 23, 2024, the customer was signed up by an STM for Lifeline benefits. They were approved for a plan that included Unlimited Talk,Text, and 6 GB of data per month, as well as a complimentary phone, the Cloud Mobile Stratus C7. The customer's account was later disconnected on August ******, as they had resumed their benefits with another carrier. Despite our attempts to contact them via phone and email, we received no response, and it went to voicemail. It's important to note that STM (*********** Member) does not work directly for TruConnect but on behalf of TruConnect. The customer no longer has an active account with ********************** and is free to use their services with any carrier of their choice. 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
07/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
They are a government phone plan company I qualify due to getting aid they sent me a phone with no phone number attached then when I contacted them I was put on hold shuffled from person to person and no resolution. This is messed I up what they are doing to people in need.Business response
08/07/2024
08/07/2024
Re: *******************************
Complaint ID # ********
Dear BBB Carrier Support:
Our investigation revealed that the customer was concerned about experiencing issues with our services. According to the records, the customer reached out to our customer care team concerning their situation. On July 12th, 2024, the customer care team sent a new SIM card to address the issues. The new SIM card was subsequently activated for them on July 25, 2024. Upon reviewing the account and coverage, we found no problems. To address the customer's concerns,we reached out to them at **************, verified the account, and offered assistance. The customer informed us that they had trouble sending text messages with our services, but once they received the new SIM card, the issue was resolved. The customer no longer had any concerns, and thus, the case has been 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:**************
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Customer Complaints Summary
322 total complaints in the last 3 years.
131 complaints closed in the last 12 months.