Complaints

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

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  TruConnect Communications, Inc.

  1149 S Hill St #400 Los Angeles, CA 90015-2894

  
• 

  TruConnect Communications, Inc.

  1510 E Florence Ave Los Angeles, CA 90001-2536

  
• 

  TruConnect Communications, Inc.

  8401 Van Nuys Blvd Unit 80 Panorama City, CA 91402-3379

  
• 

  TruConnect Communications, Inc.

  216 W Base Line Rd Rialto, CA 92376-3306

  
• 

  TruConnect

  4710 Mercantile Dr Fort Worth, TX 76137

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/03/2025

  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 p***aid service with truconnect. I paid for 20 dollar plan for 5 gb on may 20th to have service to June 20th. only June 27 I called Tru connect to have my service restored for p***aid on june 28 in which I also requested a plan downgrade of 1 gb which is $15. The ***resentative told me It will take 24hours to process my plan change and to activate my account. I called July 3 to ask why my account is not on one *** told me I owe them 15 more dollars. she said that because a bill was already generated for July 1 and that I have to pay again. Supervisor then said, I owe them 5 dollars because my plan was $20. I explained that the *** on June 27 took 15 for the lower plan. She said she could not confirm that I requested a plan change and so I will have to pay the extra 5. i had no service for 3 days after I paid. I paid the 5 dollars and was forced back onto the $20 plan, now the supervisor is ***** is telling me that I will have to wait another 48 hours until this plan is change. So now I will have to wait 6 days in total to have restored service case number is ********

  Business Response

  Date: 07/12/2025

  07/12/2025
  Re:******** *****
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  The customer expressed concerns regarding difficulties downgrading their prepaid plan, and temporary service unavailability, and requested further assistance.
  
  According to our records, the customer received **************** from ********************** from 04/23/2024 to 05/20/2025 under phone number **************. The account was disconnected after the customer did not complete the required ****************** retain the same number, the customer enrolled in a $20 prepaid plan on 05/20/2025, and service was reactivated on 05/21/2025. On 06/27/2025, the account was disconnected due to non-payment. The customer made a $15 payment on 06/28/2025 and requested a plan downgrade. As the billing cycle had already been processed, an additional $5 payment was needed to cover the balance. The payment was made on 07/03/2025, and service was reactivated on 07/04/2025. On 07/05/2025, the customer ported their number to another carrier, resulting in account disconnection.
  
  To address the concerns, we contacted the customer on 07/05/2025 at **************. After verifying the account, we reviewed the case details and provided the necessary clarification. The customer confirmed the information was understood and had no further concerns. The case is now closed.
  
  Should the customer need further assistance, our *************************** is available at ************** from Monday through Saturday, 5 AM to 9 PM PST. TruConnect remains committed to ensuring all 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:07/01/2025

  Type:Billing 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.

  On 5/28/2025 at 4:48 pm I received an email that I applied for an account pending review. I believe this is a fraudulent account due to the fact I have never applied for one through TruConnect. I have called their service number and put in a service ticket asking for the cancellation of the fraudulent account. I was unable to contact a real person on the phone. I would like this account cancelled immediately and to know if my social security number was involved in opening the fraudulent account and what other personal info was exposed. i would like to know how You connect will prevent this in the future.

  Business Response

  Date: 07/18/2025

  07/18/2025
  Re: **** *****
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  Our investigation determined that Mr. **** ***** raised concerns after receiving a TruConnect pending enrollment email intended for another customer, which led him to believe his personal information may have been misused and prompted him to seek further assistance.
  
  Upon review, we confirmed that a clerical error during another individual's application resulted in Mr. ****** email address ********************** being incorrectly associated with that account.This was likely due to the emails generic nature. It is important to note that Mr. ***** resides in ***********, while the account in question was registered in **********. We promptly contacted the TruConnect customer and corrected the email address on their account. Additionally, Mr. ******* email address was removed from our system to prevent further miscommunication.
  
  We attempted to contact Mr. ***** at ************* and via email at ********************** but did not receive a response. An explanation of our findings has been sent to his email. As no further communication has been received, the case is now considered closed.
  
  Should Mr. ***** require further assistance, our *************************** is available at **************,Monday through Saturday, from 5 AM to 9 PM PST. TruConnect remains committed to ensuring all representatives operate 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: 07/22/2025

   
  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.

  Stating my email is "generic" is concerning and does not answer why an account was able to be created without access to my email. The policies regarding safeguards need to be strengthened.

  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:06/25/2025

  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 did business with truconnect today and I could not get a receipt. I would like a receipt, My account number is ********.

  Business Response

  Date: 07/14/2025

  07/14/2025
  Re: ****** *******
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  Our review indicates that the customer requested a receipt for a completed transaction with TruConnect.
  
  According to our records, the customer enrolled in ********************** services under a $15 Prepaid account on 06/24/2025. The selected plan includes Unlimited Talk, Text,and 1 GB of monthly data, with the assigned phone number **************. The account remains active.
  
  To fulfill the customers request, we attempted to contact them multiple times at ************* and **************; however, our calls went to voicemail. We also sent emails to ************************* but did not receive a response. Due to the lack of communication, the case was closed. TruConnect remains ready to provide the requested receipt upon re-establishment of contact with the customer.
  
  Should the customer need further assistance, our *************************** is available at ************** from Monday through Saturday, 5 AM to 9 PM PST. TruConnect remains committed to ensuring all 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:06/24/2025

  Type:Delivery 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.

  Details:- Date of occurrence: Saturday, June 21, 2025 - Have not received a bill yet - Soliciting personal information such as information regarding Medical and Social Security number for signing up for unwanted phone/internet services - Scammed by door to door salesmen masquerading as Medical officers targeting vulnerable seniors

  Business Response

  Date: 07/07/2025

  07/07/2025
  Re: ** *** *****
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  Our review addressed Ms. ** Hee Changs concern regarding solicitation issues involving Street Enrollment Representatives.
  
  Based on the limited information provided,specifically the reported date of June 21, 2025, we were unable to locate an account or obtain identifying details necessary for further investigation.
  
  We attempted to contact Ms. ***** multiple times at ************** but reached only voicemail. Follow-up emails sent to ******************** also received no response. As we have not received the required information or further communication, the case is now considered closed.
  
  Should Ms. ***** need further assistance,our *************************** is available at ************** from Monday through Saturday, 5 AM to 9 PM PST. TruConnect remains committed to ensuring all 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:06/24/2025

  Type:Sales and Advertising 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.

  RE:LIFELINE Program - Fraudulent Account Cancellation opened under APPLICATION ID Q *********** 7 MONTHS AGO THIS SAME SITUATION HAPPENED IT HAS HAPPEN AGAIN ON THURSDAY, JUNE 19, 2025 KINDLY PROVIDE A LETTER SHOWING THE FRAUDULENT ACCOUNT ********************* REFUSE TO PROVIDE ACCT. #) benefit transfer FROM assurance wireless (20 years) tOPENED USING APPLICATION ID Q *********** I NEED THAT APPLICATION ID BE DEACTIVATED BECAUSE IT IS STILL SHOWING ACTIVE ON THE NATIONAL VERIFIER SYSTEM -LIFE LINE PROGRAM THIS IS THE NUMBER THAT NEEDS TO TO BE CANCELLED BE DEACTIVATED MY LIFELINE BENEFITS IS STILL BEING USED HIJACKED AND HELD HOSTAGE BY YOUR COMPANY YOUR COMPANY NAME IS: TRUCONNECT ACCOUNT NUMBER ********************* REFUSES TO PROVIDE ME WITH THAT ****. # )THIS WAS CANCELLED HOWEVER THE APPLICATION ID WAS NOT CANCELLED THROUGH NATIONAL VERIFIER THIS APPLICATION ID Q *********** STILL SHOWS ACTIVE ENROLLMENT ID EXC ??REPORTED TO *** TICKET NO:SOMEONE OPENED A FRAUDULENT APPLICATION ID THROUGH ************ ADMININSTRATIVE *** ON 6/19/2026 All information were not matching yet **** LIFELINE PROGRAM AGENCY STILL CONTINUE ACCOUNTS SUPPLYING THEIR SERVICE PROVIDER WITH APPLICATION ID TO OPEN PHONE, INTERNET SERVICE WITHOUT DIRECT VERIFICATION FROM ME. THERE WERE EMAIL ADDRESS PROVIDED THAT WERE NOT ANY OF THE EMAILS I HAVE USED IN THE PAST AND I HAVE BEEN ON LIFELINE SINCE 2003.

  Business Response

  Date: 07/07/2025

  07/07/2025
  Re: ******* ******
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  Following our review of Ms. ******* ******** concern, we found that her Lifeline benefits were transferred without her consent. She requested the account be cancelled and asked for further assistance.
  
  We identified account # ********, enrolled through a Street Enrollment Representative on 06/19/2025. The next day, ********* contacted our customer care team to report on the issue, and the account was cancelled per her request.
  
  We attempted to contact her at ************* and ************** but were only able to reach voicemails. Follow-up emails also received no response. Please note, the representative involved was not a direct TruConnect employee but worked through a third-party vendor;therefore, this matter has been escalated to our internal team for review. The case is now closed due to a lack of response. Ms. ****** no longer has an active account with ********************** and can reapply with a provider of her choice.
  
  Should Ms. ****** need further assistance,our *************************** is available at ************** from Monday through Saturday, 5 AM to 9 PM PST. TruConnect remains committed to ensuring all 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:06/20/2025

  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.

  7/23/24 was when I got my phone I think. I just was able to receive my voice mail without a busy signal on 6/12/2025. It's been almost 1 year with no voice mail! I've called at least 10 times to resolve this issue with no resolution. I can't get a job if my potential employer cant get a hold of me. It's 6/18/2025 and I still cant receive voice messages. What in the world is going on !!!

  Business Response

  Date: 07/01/2025

  07/01/2025
  Re: **** *****
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  The findings reveal that the customer was concerned due to difficulties accessing their voicemail, which led them to seek further assistance.
  
  According to our records, the customer applied through a Street Enrollment Representative on 07/23/2024 and was approved under the Lifeline benefits plan. They have been receiving services since then, with the assigned phone number **************.Their plan includes Unlimited Talk, Text, and 6 GB of Data monthly, and they were provided with a free Cloud Mobile Stratus C7 device. We found that the customer had already contacted the customer care team regarding the issue, and the voicemail feature was subsequently reset.
  
  To address this matter, we spoke with the customer at ************** on 06/24/2025,verified the account, and shared the details of our investigation. The customer explained that the voicemail issues had affected their job. We apologized for the inconvenience and assisted them with basic troubleshooting steps, which resolved the issue. The customer confirmed the resolution and had no further concerns. The case is now closed.
  
  Should the customer need further assistance, our *************************** is available at ************** from Monday through Saturday, 5 AM to 9 PM PST. TruConnect remains committed to ensuring all 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:06/10/2025

  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.

  This company keeps coming by my house and trying to drop off a free phone using heavy handed sales techniques. I tell them I dont want it and no one in the house qualifies for it. They just keep saying I am retired (I wish) or there is a veteran living in the house or some other beneficiary. Neither my husband or I are retired, veterans or meet any other qualification for this service. I want them to quit coming by and harassing me.

  Business Response

  Date: 06/28/2025

  06/28/2025
  Re: ******* *****
  Complaint ID # # ********
  
  Dear BBB Carrier Support:
  
  The findings reveal that Ms. ******* ***** expressed concern regarding a visit from a Street Enrollment Representative to her residence without prior consent. This prompted her to seek further assistance. She stated that she had already informed the representatives that neither she nor anyone in her household is eligible for the services, yet the visits continued.
  
  Upon reviewing our records, we found no information for Ms. ***** in our system,confirming that she is not part of our active customer base.
  
  To address Ms. ****** concerns, we contacted her at ************** on 06/17/2025 and shared the results of our investigation. She confirmed the issue; however, she was unable to provide identifying information about the representatives involved. Due to the lack of identifiable details, we are unable to confirm whether the individuals were affiliated with TruConnect ************************************** We advised Ms. ***** to document any identifying information should the individuals return, which would assist in any future investigation. She acknowledged and agreed with the guidance provided. As a result, this case is now considered closed.
  
  Should Ms. ***** need further assistance, our *************************** is available at ************* from Monday through Saturday, 5 AM to 9 PM PST. TruConnect remains committed to ensuring all 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:06/03/2025

  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.

  Received an email addressed the name used for my email address about a pending account. I called to report the fraudulent transaction because I did not apply for the account. Talked with ******, he wanted more of my personal information and would not flag the account as suspicious or fraudulent.

  Business Response

  Date: 06/12/2025

  06/12/2025
  Re: **** ****
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  Our investigation determined that ************* raised concern after receiving a TruConnect enrollment email intended for another customer, which led him to believe his personal information had been misused. Although he contacted our ************* team, the verification process could not be completed, and he did not receive the resolution he expected.
  
  Upon review, we confirmed that a clerical error during another individual's application caused Mr. ***** email address ******************* to be incorrectly associated with that account. It is important to note that Mr. **** resides in ********, whereas the account was registered in *********
  
  To resolve the issue, Mr. ***** email address was promptly removed from our system to prevent further miscommunication. We contacted him on 06/06/2025 at ************* to explain the findings. While the customer remained dissatisfied, he did not express any additional concerns. As such, the case is now closed.
  
  Should ******* need further assistance, our *************************** is available at ************** from Monday through Saturday, 5 AM to 9 PM PST. TruConnect remains committed to ensuring all representatives operate 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: 06/12/2025

   
  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,
  
  **** Star

• Initial Complaint

  Date:05/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 04/29/2025 I purchased a phone from Truconnect's website. The got the order, they charged my debit card, and said they were processing the order. However, when I called them on 05/07/2025 to find out why it still said my order was processing the *** was very rude, arrogant, unprofessional, and not helpful. He said they had no record of me buying a phone and he made me send proof to customer service. It has been 9 days since I ordered my phone and I'm still without a phone because Truconnect is incompetent! I want my phone now or I want my money back now! I paid Truconnect ****** for a ******** Moto G 5G 2025 - Gray, New. And the product #N-1-MO-XT2513-CP-GY. Order#TRU_137899.

  Business Response

  Date: 05/21/2025

  05/21/2025
  Re: ******* ******
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  The investigation revealed that the customer was concerned due to difficulties in obtaining the status and information regarding a phone they purchased online on April 29, 2025. They reported a lengthy wait without receiving the phone or any updates, prompting them to seek assistance in obtaining either the device or a refund.
  
  Our records indicate that the customer has been receiving services from ********************** since May 24, 2023, under the Lifeline benefits plan linked to phone number *************. However, after reviewing our system, we found no record of the transaction with TruConnect. Consequently, when the customer reached out to us,they were not satisfied with the information provided.
  
  To address the customer's concerns, we attempted to contact them but received no response;our call was directed to voicemail. The customer appears to have purchased through a third-party device referral link available on the TruConnect website.We advise the customer to reach out to the Quality One Support Team at ************* for further assistance. Due to the lack of response from the customer,and based on the nature of the case, it has been marked as closed. This information has been communicated to the customer via email.
  
  Should the customer need further assistance, our *************************** is available at ************** from Monday through Saturday, 5 AM to 9 PM PST. TruConnect remains committed to ensuring all 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:05/12/2025

  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.

  Your representatives and company USE stolen information to set up phone accounts, shutting down valid phone accounts - YOU HAVE DONE THIS FIVE TIMES TO ME - one time during the California fires where I was without a phone for 5 days . I have contacted the **** and the ************* and filed a complaint against your company built on fraud. I never gave my information to them EVER. I did not accidentally give it to some random person on the street. They have knowingly done this FIVE TIMES.

  Business Response

  Date: 05/20/2025

  05/20/2025
  Re: ****** *****
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  We investigated ***************** concerns regarding the unauthorized transfer of her Lifeline benefits to TruConnect. She reported multiple instances, prompting her to seek assistance.
  
  Our review identified two accounts. Application # ******** was submitted via a street team representative on 05/06/2025 and was disconnected on 05/14/2025 due to line loss; the customer subsequently resumed benefits with another carrier.Application # ******** was submitted on 05/15/2025. The following day, the customer contacted ********************** to report the unauthorized activity, and the account was promptly disconnected. Both transfers were processed per standard Lifeline transfer policies.
  
  We spoke with Ms. ***** on 05/16/2025 at **************. She expressed concern about unauthorized account activity. We clarified that the individuals involved were third-party representatives and not direct TruConnect employees. The matter has been escalated for internal review. We advised Ms. ***** to reapply with a carrier of her choice within 2448 hours. She confirmed she had no further concerns. The case is now closed.
  
  Should the customer need further assistance, our *************************** is available at ************** from Monday through Saturday, 5 AM to 9 PM PST. TruConnect remains committed to ensuring all representatives fully comply with state,federal, and company policies.
  
  We apologize again for the inconvenience and consider this matter closed.
  
  Best regards,
  
  ******* ********
  Director,Customer Support
  ********************
  Email:**************************************
  Phone:**************

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23299222
  
  I am rejecting this response because: I never signed up ANYWHERE AT ANY TIME with TruConnect. I did not go to a kiosk. I did not call them. I submitted nothing online.  As I stated in my original complaint - THESE ARE FRADULENT ACCOUNTS.  As a matter of fact, another phone was opened up in my name last Friday after they received the complaint and couldn't call me because they had again had my phone disconnected. 

  This has happened FOUR times this year alone and 3 times last year for a total of SEVEN illegal fradulent accounts which I never opened and never spoke to anyone.  I hold a Masters degree and am quite bright so I very much would remember if I wandered up to a person on the street gave them my personal information - I NEVER DID AND I NEVER HAVE. The *************************** has stated that this happens every single day - this is a fraudulent company with awful business practices preying on the most vulnerable.
  

  They cancelled NOTHING.  I had to call their customer service to cancel all SEVEN times.  There has been no resolution.  They have done nothing since the complaint except have my phone disconnected AGAIN which I spent another 7 hours on Friday getting my old service back. Each time they open a FRAUDULENT account, it terminates the phone with Safelink and phone number I've had for almost two years is disconnected.
  

  I have explained this SEVERAL times to them.  The ONLY acceptable resolution is to put a fraud alert on my information in my system so that they will STOP disconnecting my phone and NEVER OPEN AN ACCOUNT WITH MY INFORMATION EVER AGAIN.  I have filed complaints with the **** and sent a letter to the ************* regarding the fraudulent tactics that TruConnect uses to steal information and continuously open up account after account without authorization.  

  Business Response

  Date: 06/01/2025

  06/01/2025
  Re: ****** *****
  Complaint ID # ********
  
  Dear BBB Carrier Support,
  
  Weve reviewed ***************** rebuttal regarding the repeated unauthorized transfer of her Lifeline benefits to TruConnect.
  
  Our investigation confirmed two applications submitted using her personal information:
  

  Application # ******** Submitted on 05/06/2025 by a field representative; disconnected on 05/14/2025 due to line loss.
  Application # ******** Submitted on 05/15/2025; Ms. ***** reported it as unauthorized the next day, and the account was immediately disconnected.
  
  Both transfers followed standard Lifeline policy, but we acknowledge the repeated misuse of her information is unacceptable. The individuals involved were independent representatives, not TruConnect employees. Weve escalated the matter internally for further review.
  
  We spoke with Ms. ***** on 05/16/2025 and continued communication via email on 05/24/2025 to ensure her concerns were addressed. She was advised to reapply with a carrier of her choice and confirmed she had no further questions at that time.
  
  We sincerely apologize for the inconvenience and remain available to assist her at **************, MondaySaturday, 5 AM to 9 PM PST.
  
  Best regards,
  
  ******* ********
  Director,Customer Support
  ********************
  Email:**************************************
  Phone:**************

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23299222
  
  I am rejecting this response because: it is absolutely insufficient. After the complaint was filed, two more phones were opened in my name, again SHUTTING MY PHONE SERVICE OFF AGAIN - this was while they were monitoring the situation. They have done nothing to stop it from happening again (eight times total with 3 of them three weeks in a row - 2 of which were after the complaint.) and I have no guarantee that it will not happen again. 
  

  They have even lied in the above response. In their previous response to you, they said it was street teams (their employees) and now all of a sudden, it has nothing to do with them. They have NEVER called me-  I had to call them to cancel every single time - again several hours spent each and every time to have my rightful service restored. In fact, last week when I called to have it shut down again, the customer service *** had the audacity to ask if I just wanted to keep the phone number (I recorded this)  and told me it would be a few hours before it could be shut off. Absolutely unacceptable response and shows that they are trained to do so. This is their business model and how they make money, I have also written the CA attorney general regarding their fraudulent business model. 
  

  To recap, they have opened up phones in my name 5 times this year alone - two times after the filed BBB complaint when they said they were monitoring the situation. They have never contacted me in any way. I have resumes out and each time they shut down the number Ive had for TWO years, it can affect my ability to get a job. My phone was shut off for 3 days during the **** fires, leaving me in danger. I have spent at least 40 HOURS of my time having my phone put back to my chosen phone company in the EIGHT times this has happened. Their response is riddled with lies and again there is no guarantee this will not happen again. 

  
  
  Sincerely,
  
  ****** *****