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:01/03/2024

  Type:Service or Repair 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.

  Last night (December 14th) someone came to my door offering me a new smart phone. Since I have had free service through Assurance Wireless for the last year and a half, and have been satisfied with that service, I assumed this was someone from that provider offering me a phone upgrade. It was only after that person left did I realize that he was from a different provider, and the phone he left me had a completely different phone number on it. I definitely don't want to change my phone number, and would just as soon continue with Assurance if I can. Since I'm pretty sure that the *** only allows a person to have phone service through one provider at a time, with only one phone, I'm concerned that what Tru connect signed me up for *** end up jeopardizing my service through Assurance Wireless. I think it would be better if they could somehow take their phone back, and cancel whatever they signed me up for.

  Business Response

  Date: 01/22/2024

  1/22/2024
  Re: *******************
  Complaint ID#********
  
  Dear BBB Carrier Support:
  Upon review, it was discovered that the customer has an active ACP account with **********************, activated on 12/14/2023 through a street agent, and received a Cloud Mobile Stratus C7. The customer previously had an active Lifeline account with **********************, which was transferred to a new carrier on 12/20/2023, making it impossible to reactivate the TruConnect account. The customer believed the street agent who offered a new phone was representing Assurance, not realizing the agent was from TruConnect, which led to the unintended transfer of benefits. A thorough examination of the complaint did not reveal any misconduct by the street agent.The customer's active ACP account with ********************** remains open, and they are required to contact customer service to cancel it. Should the customer reach out, our team is prepared to further understand and assist with their issue. During our phone conversation with the customer at the number **************, it was clarified that their Lifeline account was canceled on 12/20/2023 due to the transfer of services to a new carrier. The customer was informed about the benefits of the active ACP account with **********************, including the use of a free phone with a free ACP SIM card. However, the customer expressed a desire to cancel the account despite being briefed about the *** ACP Unlimited Talk,Text, & Data plan (no-lifeline) for BYOD. Respecting the customer's decision, the account was canceled as requested. 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: 02/05/2024

   
  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:01/03/2024

  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.

  We signed up for TruConnect on November 7th. It's now December 23rd and during that time we only enjoyed 1 week of service, after which the phone began an error: "***************** Your device has failed verification and may not work properly. Please download boot image with correct signature or disable verified boot. Your device will reboot in five seconds" and stopped working. That was the 20th. It takes literal hours to get through to TruConnect, after which you don't really get answers, normally, and may get hung up on and have to call again. We experienced this throughout the month of November. Day after day after day for weeks, hours at a time. I no longer have those dates, but in November the case ID was ******** and we even ended up without phone usage for much needed government interaction, help with legal and even temporary DV shelter and more. All three of us, who are expected to use one phone that this company is refusing to provide service on. Even now we're using ****** email to "call". It looks like a phone but isn't. We've been fully denied service, and with what they just told us, that means after 3 months (if they do actually fix it in a month), we will have only had service for one week.On the 20th -We were told to wait 48 hours and call back if we didn't get an email with the printable information to send the phone back. We did, and were told 24 more hours. Then again the next day and so on. Even now we're on the phone, and I already tried their chatbot online. This *Current* case number is ********. My desired outcome is that they replace the phone faster than a month and actually email the return label, which they are NOT doing.The Case Number for non service on December 5th was: #******** and I've lost the case number for November's non services due to all that's happened.We've had TruConnect for a month and a half and have only had one *week* of service.Now they're saying it'll be a month plus before we have service again.

  Business Response

  Date: 01/22/2024

  1/22/****
  Re: *******************
  Complaint ID#********
  
  Dear BBB Carrier Support:
  Our investigation revealed that customer's account has been cancelled, allowing them the option to reapply for the service. Attempts to contact the customer were made, but due to the absence of a contact number on the account and the account being disconnected, direct phone communication was not possible.Consequently, emails have been sent to the address ******************************** to address the situation. However, without direct contact, customer issue cannot be assessed. Multiple efforts to reach out were undertaken, with the latest communication attempt made on January 15, ****, at 12:17 PM (PST). 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: ************

• Initial Complaint

  Date:01/03/2024

  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 spoke with ***** which was the level 1 CSR, then I spoke with ******* who was the supervisor on duty that took my call at approximately 3pm on 12/05/2023. I received a device from the company that did not work, out of the box. I paid $10 for the tablet, but have no active service with the company, and can't use the tablet that I paid for. I was informed by both ***** and ******* that I have to pay for shipping to send the faulty tablet back, in order to receive a replacement or refund for the tablet I purchased. So obviously, their equipment is subpar at best, and I'll literally be out of what I paid for the tablet if I pay for shipping, so the purpose is defeated at that point. I don't want a replacement at this point. It's just lost money. Won't be recommending them to anyone.

  Business Response

  Date: 01/22/2024

  1/22/2024
  Re: ***********************************
  Complaint ID#********
  
  Dear BBB Carrier Support:
  Upon investigation, it was found that a customer activated a Lifeline and ACP account with ********************** on 12/01/2023, applying online and paying $12 for the ** Plus plan and $10.01 for a tablet. The customer reported a defective tablet that wouldn't charge and, after discussions with care agents, was advised to return it to TruConnect. Customer expressed a desire to discontinue business with TruConnect, requesting a refund upon return of the non-functional device. The customer was informed about the process for returning the device using an *** label, which would be emailed to them. Despite attempts to retain the customer by explaining the plan details and offering a replacement, the customer insisted on a free phone and a replacement tablet. It was clarified that during the initial service application, the customer did not opt for a free device but instead made direct payments. The *** label was issued and sent to the customer's email address, and it was communicated that upon receiving the returned device, it would be examined for possible repair or replacement. A refund of $10.01 was also offered if the customer preferred this option and contacted us to initiate the refund process. During a follow-up call with the customer, it was reconfirmed that the *** request had been processed and an email sent. The discussion also covered that while the tablet could be replaced once received, a free device could not be offered as it wasn't selected during the initial application. The customer was briefed on the steps to follow upon receipt of the *** label for the return of the tablet. 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: ************

• Initial Complaint

  Date:01/03/2024

  Type:Order 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 WONT ANSWER OR RESPOND TO EMAILS THAT I HAVE BEEN TRYING TO CONTACT, MY PHONE THEY SENT ME ISNT WORKING PROPERLY AND I NEED THEM TO SEND ME A NEW FREE PHONE WITH UNLIMITED TALK TEXT AND DATA THATS ALL I WANT

  Business Response

  Date: 01/22/2024

  1/22/2024
  Re: ***************************
  Complaint ID#********
  
  Dear BBB Carrier Support:
  Upon review, customer's accounts have been disconnected, they are welcome to reapply for our service via our website at www.TruConnect.com. We made attempted to contact customer at **************, but the service was restricted or unavailable. Consequently, we reached out through email at ************************** We ask that customer calls us back so we can review the issue with her. 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: ************

• Initial Complaint

  Date:12/29/2023

  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.

  On 12/6/23 I applied for lifeline only on their website. I specifically picked lifeline and NOT ACP because I needed to keep my ACP benefits for my home internet connection that I need the most. I 100% only enrolled in lifeline and did not give any consent or authorization for any other program. I even made sure not to fall for the add free 2GB of data with no mention of ACP option at the very end of my application for lifeline. I did not agree to any ACP transfer and received an email confirming my lifeline application. 3 days later I got an email telling me that my request to transfer my ACP benefits to truconnect. This is fraud plain and simple *** I dont understand how these companies can get away with it?

  Business Response

  Date: 01/08/2024

  1/8/2024
  Re: *****************************
  Complaint ID# ********
  
  Dear BBB Carrier Support:
  Our investigation revealed that the customer has an active ******** account with **********************, activated on 12/07/2023. The customer applied online and received a free SIM card for a Bring Your Own Device (BYOD) account. However, according to the complaint, the customer received an email indicating that their ACP was transferred to TruConnect, despite never applying for ACP with us. Upon further checking, we found no ACP account associated with the customer's email, name,or address. We confirmed that there is no active ACP account with ********************** for this customer. The customer is advised to verify the details with the *********************** for more information. 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: ************

• Initial Complaint

  Date:12/29/2023

  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 received an email stating I signed up service on 12/11/23 using my name and email address. I immediately called the company to let them know this account was set up fraudulently. I was then transferred to a manager, ****, who told me because my information did not match, he could not cancel the account. On 12/12/23 I received another email stating the account was approved and a phone number was provided with a ********** area code ( I am located in Georgia). I called the company back to report fraud and was again told the same thing. The manager told me because my information could not be verified they couldn't cancel the account. This company is setting up fraudulent government accounts and not confirming the information of their customers. I asked if an ID or any type of verification was needed when this account was set up and was told no. Please cancel this account as it was set up fraudulently in my name!

  Business Response

  Date: 01/08/2024

  1/8/2024
  Re: ***************************
  Complaint ID#********
  
  Dear BBB Carrier Support:
  Our investigation revealed that despite several attempts to contact customer via phone and email, we received no response. **************** had initially raised concerns about identity fraud. However, upon thorough review, we discovered that the issue stemmed from a clerical error made while processing another customer's application, inadvertently linking ******************** email address ************************** to our records, although the remaining details did not align with her profile. To prevent future incidents of this nature, we have proactively removed ******************** email from our system, ensuring she will no longer receive any unintended communications from us. We have also informed the complainant about the resolution of this matter through email. As a result, we consider this issue to be satisfactorily resolved.The customer is advised to verify the details with the *********************** for more information. 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: ************

   

• Initial Complaint

  Date:12/29/2023

  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.

  Well my government issue phone to truconnect has been sale to a third-party company. And my English movies and telephone calls are from people I can't understand. I don't know to who or what company.

  Business Response

  Date: 01/08/2024

  1/8/****
  Re: *************************
  Complaint ID# ********
  
  Dear BBB Carrier Support:
  During our investigation, we communicated with ************************* at **************. In this conversation, we verified his account PIN and discovered he was experiencing sound issues with his TruConnect phone, persisting even after a factory reset. The phone was originally received from us on October 6, 2023.Our standard warranty policy covers a 90-day period, which for this phone expired on January 4, ****. To help, we offered to send him a complimentary shipping label so he could return the phone for a replacement, as a special one-time exception. However, ****** declined the offer, citing the absence of a backup phone during the replacement process. We explained that this was the most feasible solution we could provide at the moment. ****** then asked us to arrange a follow-up call on January 8, ****, to inquire about the compatibility of his ** Stylo 6 with TruConnect services. 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: ************

• Initial Complaint

  Date:12/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is the second year having ******************* thanks to the lifeline/Acp program the first year where i was staying had wifi so this wasnt an issue. First when i reapplied got accepted and called lifeline **** says calls are recorded and if true this will confirm what i say but i have a feeling they just happened to not record my calls. But because I was accepted by lifeline and ACP I was eligible for unlimited data I was told that includes 30 GB of high speed data which after I use those up the internet will be slowed down so I set up my phone to give me a data limit of 1 GB a day so that I can make it through the month and if at any point I used over a gigabyte in a day I would quit using my phone and then when my phone data tracker got to about **** GB my internet slow down I called through connect they told me I used up all my data and I said that's impossible My phone says I've only used 13 GB and I'm supposed to get 30 and he said hold on let me check with my supervisor he came back and confirmed what I said was true and he still said I used up all of my data he said at **** GB at two times high speed data that's 25 GB now I'm not a computer with but a gigabyte is a gigabyte no matter how fast it travels So how can the speed of my internet double the amount of data I use and nobody can give me an answer and I kept asking to talk to someone above them and above them and nobody could tell me anything all they could say was **** at two times high speed data is 25 GB. And when I ask to speak to the supervisor the one who told the guy I was talking to that yes I got 25 GB or will actually he said 30. And I told the supervisor you just told that guy that I got 30 and now you're telling me something different and he told me he never told him that now if that phone call is recorded and that will prove everything that I just said I don't currently have the date on me but it would be the last three calls I made to that company will confirm everything I'm saying from the first person telling me I get 30 a month to the supervisor saying he never told the guy I was talking to that.

  Business Response

  Date: 01/08/2024

  1/8/2024
  Re: ****************************;
  Complaint ID# ********
  
  Dear BBB Carrier Support:
  Upon review, it was found that the customer activated both Lifeline Lifeline and (ACP)accounts with TruConnect, with the activation date being 12/10/2022. The customer completed the application online and received a complimentary Cloud Mobile Stratus C5 Elite. Additionally, a $12 payment was made for the ** Plus plan. The customer is subscribed to the **+ Lifeline and ACP plan, which offers Unlimited Talk, Text, and Data, including twice the usual high-speed data.However, under TruConnect's policy, 'unlimited' data is subject to limitations:after using 12.5GB, data speed drops to 3G or 2G until reaching 30GB. Beyond 30GB, data service ceases, and the data balance becomes negative. The customer has two options: either purchase additional data to continue using the service or wait until the next billing cycle, which resets on the 6th of each month. 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: ************

• Initial Complaint

  Date:12/08/2023

  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.

  On oct.31 2023 I ********************* applied and was granted a phone with a the number ************ and told I would have no problem porting my number of ************ to truconnect. On nov.02,2023 I called customer service and requested it be done. All information was given and was told by agent I would receive a new **** card with my number attached.well in SIM card arrived I called to set up with my number only to be told I had to wait an additional **** day for another **** card. I received 2nd **** card and still can not receive my number. The number of ************ has been pull of my previous provider and lost in your system.I have been treated ruleding by you English speaking agents and to supervisors who refuse to give any employees numbers. I have waited over a month for my correct number. I need that number because I'm a very ill person and all my Doctors,nurses and medical team who treat me have.I am very unsatisfied with your company and I am getting worst health wise because all the frustration your company has caused me.NONE OF YOUR AGENTS HAVE GIVEN ANY REASON FOR THE ***** NOR HAVE THEY TRIED TO TRANSFER ME TO THE RIGHT DEPARTMENT TO RESOLVE THIS PROBLEM.Please understand my frustration

  Business Response

  Date: 12/18/2023

  12/18/2023
  Re: *********************
  Complaint ID#********
  
  Dear BBB Carrier Support:
  Our investigation revealed customer, is facing difficulties porting his old phone number ************** to TruConnect.The initial contact with the customer confirmed the issue, and it was escalated to the concerned team for resolution. Subsequent attempts to reach the customer via phone were unsuccessful, and follow-up emails were sent. However, there has been no response from the customer, preventing further assistance. As a result,the complaint has been closed.  If customer needs assistance he can call 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: ************

• Initial Complaint

  Date:12/02/2023

  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 client has a phone through the Affordable Connectivity Program and utilized TruConnect as the carrier. Within one week of receiving the phone, the service no longer worked. My client has called and messaged the company via chat, and I (Case Manager and the one who set up the account have also called and messaged the company numerous times). The company will not work with him to even troubleshoot on his phone because he doesn't have the *** number they say he needs to have. They then ask security questions which do not pertain to personal information, but rather memorization of the application process such as: when did you apply for service, what form of ID did you use to apply, where did you apply, and what email is on the account. They will not accept any of his information such as address, birthdate, SSN, or phone number to assist him. They simply say you didn't get the questions right, you need to call back and try again (hold time is typically 30 min), they will not talk to you if you miss one of the questions and simply say call back and try again. We requested to speak with a manager to terminate services through them since they are not providing a service as the phone doesn't work, but the manager used the same questions to try and verify the account. The company accepts government funding to pay for these devices and the client is unable to access any other mode of communication (previously homeless), this company preys on low income families with few resources by creating a barrier that prevents them from accessing the service they are ***********. They do not work with clients and their "verification" questions are absurd, no one remembers those things. The client simply wants to terminate his service with them and find a new provider.

  Business Response

  Date: 12/12/2023

  12/12/2023
  Re: *********************
  Complaint ID: ********
  
  Dear BBB Carrier Support:
  We attempted to locate the customer's account ******************** complaint was raised by a Case Manager named *********************. Customer previously had active Lifeline and ACP accounts with TruConnect but is currently unable to utilize the services. According to our account records, both the Lifeline and ACP accounts were canceled due to a failed Lifeline verification. As mentioned in the complaint, the customer reached out to our customer care and initiated a chat but was unable to validate their account due to not knowing the *** number. Our agent followed the **** process, inquiring about how the customer applied, their email address, and activation date. The customer provided one correct answer, stating they applied online, but the remaining two answers were incorrect. The customer requested another attempt at the **** process, but our agent erroneously informed them that it could only be done once. Based on the account summary, the account is disconnected because of the failed Lifeline verification. The customer has the option to reapply with ********************** or consider a different carrier. Should the customer reach out again, kindly provide the aforementioned details and assist them in the re-enrollment process, as all prior applications have been de-enrolled. *************************** 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: ************