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Business Profile

Mobile Phone Service

TruConnect Communications, Inc.

Headquarters

BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for TruConnect Communications, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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TruConnect Communications, Inc. has 9 locations, listed below.

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    Customer Complaints Summary

    • 323 total complaints in the last 3 years.
    • 109 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/27/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 had an active truconnect wireless account already. The sales person came and sold me a mobile plan that only requires a one time fee ($12), also said me and my husband both get a mobile device and plan for each person. So what they did was they signed me up for a new truconnect account to replace my original one with the lifeline benefit , and signed up another line with the *** benefit, regardless I already had an active *** used on Xfinity. Also regardless that the *** benefit will very likely end after April. I believe that they misled me to sign up these accounts for the salesperson's commission . The salesperson's business model was to come to the senior apartment and then to promote the no monthly fee mobile plan and devices, without letting them know that their original service would be affected.

      Business Response

      Date: 04/16/2024

      4/15/2024
      Re: ***********************
      Complaint ID: ********

      Dear BBB Carrier Support:
      Our investigation revealed that the customer has separate accounts for ACP and ******** services. A field agent facilitated the application process, leading to the customer receiving a free phone from ********************** under their ******** account. The customer also maintains an ACP account with a TC+ plan. We assisted the customer with account cancellation and informed them that a confirmation email would be sent. An apology was extended for any inconvenience caused, and it was confirmed that no further assistance was necessary. If the customer requires further assistance, our *************************** is available Monday to Saturday from 5AM to 9PM PST and can be reached on ************. 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:03/27/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 had my grandmother with dementia sign up for a cell phone plan and service while I was not present. She has a cell phone that already uses her discount granted by social security, this service is redundant and signed by a person who is mentally unfit and they are refusing to cancel it. Their customer service refuses to proceed with any discussion unless talking to her, she cannot remember a conversation that happened moments ago and is confused by their questions.

      Business Response

      Date: 04/16/2024

      4/15/2024
      Re: *************************
      Complaint ID: ********

      Dear BBB Carrier Support:
      Our investigation has determined that the customer holds separate accounts for ACP and ******** services. A field agent processed the application, resulting in the customer receiving a free phone from ********************** on their ******** account. Additionally, the customer holds an ACP account featuring a TC+ plan. We have assisted the customer in canceling the account and informed them that a confirmation email will be sent regarding the account deletion. We have apologized for any inconvenience caused and confirmed that no further assistance is necessary. If the customer requires further assistance,our *************************** is available Monday to Saturday from 5AM to 9PM PST and can be reached on ************. 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: ************************

    • Initial Complaint

      Date:03/27/2024

      Type:Product Issues
      Status:
      Answered
      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 want my service back it was shut down and it all to be free

      Business Response

      Date: 04/04/2024

      4/3/2024
      Re: *****************
      Complaint ID#********

      Dear BBB Carrier Support:
      We reached out customer via phone at ************** / ************** and attempted communication through email. Unfortunately, we did not receive any response from the customer. Consequently, ********************** is dismissing the complaint case. If the customer requires further assistance, our *************************** is available Monday to Saturday from 5AM to 9PM PST and can be reached on ************. 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:03/27/2024

      Type:Product Issues
      Status:
      Answered
      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.
      They are with holding service.

      Business Response

      Date: 04/04/2024

      4/3/2024
      Re: *************************
      Complaint ID#********

      Dear BBB Carrier Support:
      Our investigation has revealed that despite multiple attempts via phone calls and emails, we have not received any response from the customer. The complaint pertains to a device refund or exchange. Upon thorough investigation, it has been determined that there is no active account with ********************** associated with the customer, and no payment for the device has been recorded. As a result, the customer is not eligible for any refund or exchange. The investigation is now closed. If the customer requires further assistance, our *************************** is available Monday to Saturday from 5AM to 9PM PST and can be reached on ************. 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:03/12/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Indian woman called me a racial namenigger and hung up on me. When I called to report it, they laughed.

      Business Response

      Date: 03/22/2024

      3/20/2024
      Re: ************************* ***
      Complaint ID# ********

      Dear BBB Carrier Support:
      Our investigation into the call recordings confirms that no derogatory language was used by our agents during interactions with Mr. ************************* ***. ********** contacted our care team regarding a damaged phone delivered to his son, ***************************, in May 2023. Despite reporting the issue on March 9th, 2024, which exceeded the allowable timeframe for resolution, ********** sought assistance,resulting in frustration and the subsequent disconnection of the account.Following ************** angry call, our records indicate that our agent-maintained professionalism without resorting to derogatory language. If the customer requires further assistance, our *************************** is available Monday to Saturday from 5AM to 9PM PST and can be reached on ************.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:03/12/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 is using my information to get lifeline. I have been trying to get lifelibe but it hasn't let me and that's because my ex boyfriend ***************************** has stolen my identity and ordered a try connect lifeline service for gimme with my info but his w mail address. The email I caught him using with the account is ************************* please cancel my lifeline service that he is fraudulently using immediately. I have a 6 year old And can get a phone with data because ***************************** has used my (***********************) Information to get my lifeline benefits from Tru connect. U will go to the police for identity theft once this is resolved. Please cancel anything that has my information associated with Tru connect. His e mail is attached to it but its my information hes using to steal my lifeline. I never ever gave him permission. He doesn't qualify thru *** program to even get lifeline. Please cancel my service because I don't have access to it.

      Business Response

      Date: 03/21/2024

      3/20/2024
      Re: ***********************
      Complaint ID#********

      Dear BBB Carrier Support
      Our investigation reveals that there were three accounts with ACP applications under the customer's name. One application was incomplete, while two had already been terminated owing to a Line Loss Transfer Out Request. Further research reveals that the email address provided in the customer's complaint, ************************* has not been updated on any accounts, and we are unable to locate any information associated with this email address. We have de-enrolled all accounts associated with the customer's name. The customer is welcome to reapply for the service. If the customer requires further assistance, our *************************** is available Monday to Saturday from 5AM to 9PM PST and can be reached on ************.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:03/06/2024

      Type:Product Issues
      Status:
      Answered
      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 lady came to my home from tru connect wireless free phone she turned the phone on Tham before she left she offered me a **nk for amazon prime I was down for it heacsue I pay $16.99 a month to amazon for prime so when she said $10 for a year of amZin prime I went In my room grabbed $10 she said the **nk would be there in 72hours no ** k came I called tru connect numerous times and each agent said they would send the **nk give it 72hours it never came at all I called them today 3/2/24 to be told this amazon ** k don't exists anymore they failed to tell they employees that it dont so they going to people's homes and taking they money Tham they tell me that they don't have a way to refund me it back its non refundable this is a scam its maybe $10 to you its my money why are you offering a program that don't exists scamming people of they money and then tell them you camt give them back they money than they say wellnthat $10 went on a double wifi in which I had no conversation with no on e about wifi or gave my permission to use my money on something I never agreed on this is illegal I am stressed out right now I have bills and other things to be stressing over right now i want my refund or I'm sueing

      Business Response

      Date: 03/21/2024

      3/20/2024
      Re: ***********************
      Complaint ID# ********

      Dear BBB Carrier Support:
      Our investigation revealed that we contacted customer at ************** after conducting a thorough inquiry. The customer was disputing the money paid for the $10 Amazon charge and requested a refund, which was approved. We explained to the customer that the refund would be issued in the form of a check approved.We verified the customer's address and explained that the check would be sent within 7-10 business days. The customer was okay with this resolution.If the customer requires further assistance, our *************************** is available Monday to Saturday from 5AM to 9PM PST and can be reached on ************. 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:03/02/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 had signed up to Truconnect for ********** lifeline only and told the person helping this was for Lifeline only and not the *** program. They ended up signing me up for both and the *** was done without my permission. Now I have lost my *** with Xfinity and nothing the *** program or Xfinity can do to help me. This is unacceptable and Fraudulent to transfer my *** without my permission. I made sure I told the person at the station inside the 99 cent store that i only wanted the ********** lifeline. Now I have lost my *** and cannot get it back to Xfinity. I have sinse closed my truconnect account and told them why and they don't care.

      Business Response

      Date: 03/14/2024

      3/14/2024
      ********************************
      Complaint ID: ********

      Dear BBB Support Carrier
      Following our investigation, it was determined that the customer's Linked account was associated with an application submitted by a Street agent.The customer's complaint centered around seeking **************** due to an allegedly fraudulent transfer of their ************** Plan (***) with Xfinity.Despite the **************** being disconnected, the *** remains active,pending cancellation without customer authorization. On the second attempt, we successfully reached the customer at ************, confirming their account details. During the conversation, we informed the customer of the Lifeline disconnection and the active status of their ***. The customer mentioned attempting to reapply with Xfinity but was informed of a 30-day waiting period or the need for rectification. The call concluded positively, with no further assistance required. If customer needs assistance our *************************** is available Monday to Saturday from 5AM to 9PM PST and can be reached on ************. At TruConnect, we maintain a steadfast commitment to compliance with all state, ******************** policies.

      We apologize again for the inconvenience and consider this matter closed.

      Best regards,

      *******************************
      Director, Customer Support
      ********************
      Email: ************************
      Phone: ************

      Customer Answer

      Date: 03/26/2024

       
      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:02/23/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Tru connect will not send replacement till after they have received old one and confirmed it's bad. The entire reason of free phone is my disability. I cannot go anytime without a phone. This is second time I've written this, I don't know if you received it or what? There's no button for completion! How do I send? If I push wrong one I know I have to start all over.

      Business Response

      Date: 03/03/2024

      3/3/2023
      Re: ***************************
      Complaint ID: ********

      Upon reviewing the customer's records, it was noted that they have a Lifeline and ACP account. The customer received this phone on January ******, which entitles them to a replacement since it has been less than 90 days.The customer reported that the phone dials numbers randomly, the customer was advised to return the defective phone to receive a replacement and was assured that a return label would be provided. However, the customer refused, insisting on receiving a new phone before returning the faulty one. When informed that this request could not be accommodated due to the replacement policy that requires the defective phone to be sent back first, the customer refused.  Our **************************** available Monday to Saturday from 5AM to 9PM PST at ************, highlights our commitment to compliance with all relevant policies.

      We apologize again for the inconvenience and consider this matter closed.

      Best regards,

      *******************************
      Director,Customer Support
      ********************
      Email: ************************
      Phone: ************
      .

    • Initial Complaint

      Date:02/22/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      About 3 weeks ago I got a new phone from TruConnect,a free phone service.In less than a week it stopped working.It does not turn on.I asked for a replacement but all they do is email that someone will reach out but no body does and still no phone.Please can you get them to send me the replacement ASAP?********

      Business Response

      Date: 03/03/2024

      3/3/2023
      Re: *************************************
      Complaint ID: ********

      Dear BBB Carrier Support:
      During our investigation into a customer's complaint about their defective Cloud Mobile Stratus C7 device, provided under their Lifeline account activated on 01/26/2024, multiple attempts to contact the customer at ************** and ************ were unsuccessful, with voicemails left and emails sent due to an error indicating the latter number had changed. Our **************************** available Monday to Saturday from 5AM to 9PM PST at ************, highlights our commitment to compliance with all relevant policies.

      We apologize again for the inconvenience and consider this matter closed.

      Best regards,

      *******************************
      Director,Customer Support
      ********************
      Email: ************************
      Phone: ************

       

    TruConnect Communications, Inc. is BBB Accredited.

    BBB accredited business seal

    This business has committed to upholding the BBB Standards for Trust.

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