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:01/30/2024

  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.

  i have tried to port my number ************** from Tru Connect acct #******** which is a government funded phone line to cricket wireless order number **************** and **************** was cancelled by tru connect and **************** was cancelled by tru connect - i called tru connect 01/26/2024 ******* stated that that something was going on with my tru connect account i needed to call back on Monday 01/30/2024 i called and they said that they dont why i was told to call back and that cricket wireless has not made any attempts to port the number - list above are the times i tried to port the number i informed them that i would file a complaint and was told to "go ahead sure why not"

  Business Response

  Date: 02/08/2024

  2/8/2024
  Re: ******************
  Complaint ***********
  
  Dear BBB Carrier Support:
  Upon further examination, it was found that the customer holds an active Lifeline and ACP account with ******************************** on 12/27/2023. The customer received a free SIM card and device through a street agent. The complaint pertains to the customer's inability to port out their number to Cricket Wireless. Despite the customer's explanation during the call, the issue remained unresolved as Cricket Wireless requested a transfer pin. Investigation into the matter revealed that there was no port request reflected in TruConnect systems. The agent instructed the customer to advise the new provider to use the TruConnect account's ******* PIN, but the port-in process was unsuccessful. In another attempt to contact the customer,it was found that voicemail had not been set up for both provided numbers. An email has been sent to the customer. 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:01/30/2024

  Type:Customer Service 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 1/17/24 i filled out an application for lifeline and tru connect to see if i qualified for free/cheaper cell phone service, and internet. The add said if i qualified, for $12 per year i could add amazon prime. But dont worry, we wont charge your card until everything is approved and your account is set up. They almost immediately ran my credit card, so i assumed i was approved. Later this morning, i receive an email saying they need to verify something with my application, and a phone number to customer svc. I call them and they say my application has been cancelled but wont tell me why and they cant give me my $12 back. After speaking with 2 different mgr, they inform me that i need to call lifeline. I call them and they have no idea what im talking about because my application wasnt cancelled by them. They approved my application. After telling this to tru connect, they first tell me they will refund. But after speaking to mgr, he informs me there are no refunds. I didnt cancel my application. They did. I should be approved. Im a disabled amputee living on a fixed income and every dollar counts. They should not be able to get away with this. Theres no telling how many others they have done the same way.

  Business Response

  Date: 02/06/2024

  2/6/2023
  Re: *************************
  Complaint ***********
  
  BBB Carrier Support,
  Our investigation found that the customer received an *** and email notification for Amazon activation. We made contact with the customer at *************, but the call went to voicemail. However, we successfully reached the customer at ************** and verified their account. We informed the customer about the *** and email notification for Amazon activation. The customer inquired about their data plan, and we explained that on the Lifeline program,they receive 4.5 GB of data, and on the *** program, they receive 8 GB,totaling **** GB of data before data speed slows down. The customer attempted to access the Amazon link in the email but experienced delays, and we informed them that it was likely due to data exhaustion. An email was sent to the customer, providing a ********************** link for them to review the terms and conditions at *************************************************************** *************************** is available Monday through Saturday, 5 AM to 9 PM PST, at ************.
  
  We apologize for the inconvenience consider this matter close.
  
  Best,
  *******************************
  Director, Customer Care
  ********************
  Email: ************************************
  Phone: ************

• Initial Complaint

  Date:01/30/2024

  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 am a low-income senior. I recently applied for a free ************* service through the governments Lifeline program. I chose Tru Connect as the carrier. I had many troubles filling out the online application form as Tru Connects webpage is horrible; its primitive & not ************************************ told me, online, that Id completed it after I sent it to them. Then,later, Tru Connect emailed me that I had not completed it. So I went back & filled out parts of the form that I had already filled out.Tru Connect then informs me I do not qualify for the program (which I do). Then it went into my bank account to debit me $15. They want me to pay them $15 FOR DOING NOTHING! Nowhere on Tru Connects instructions did it say you would be billed even if you are rejected. I had given them my debit card number but that was for an activation fee or other kind of payment to get your phone started. Had I know Tru Connect was going to rip me off by charging me & providing no service and not warning me that could happen in advance I never would have applied with them. Thesis is just a consumer scam. I am poor & cannot afford the $15, that is my food money,

  Business Response

  Date: 02/08/2024

  
  2/8/2024
  Re: *********************
  Complaint ***********
  
  Dear BBB Carrier Support:
  Our investigation revealed that the customer attempted to apply for ******** services on 01/25/2024 via our website www.truconnect.com. It was found that no ACP application was submitted, and the customer opted for a BYOD (Bring Your Own Device) account solely for ******** services. The complaint raised by the customer relates to facing difficulties during the application process and being prompted to pay $15 without receiving any services in return. Upon thorough review, it was determined that the application was canceled due to ******** verification failure. While we acknowledge the customer's concern, we can only provide services once the ******** verification is successfully completed. The customer is advised to reapply as a new customer on our website to proceed with the application. Additionally, there is no record of any payment on the customer's account. If the customer observes any charges, it is recommended that they contact their bank and initiate a dispute process. In the second attempt to contact the customer, it was found that one provided number was not in service,and voicemail was reached on the other. An email has been sent to the customer.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:01/30/2024

  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 change my phone service to true connect. At that time I was offered to be able to get a phone and a tablet from them. They are actually refusing to give me the tablet even though its advertised on their website. When I tried to call to information about the tablet. I got nowhere. I tried to order online and it states Ive already received one which I am not. I called to find out about the tablet. They tell me I have never ordered one nor paid for one. When I looked to make sure the money was taken or not taken out of my account, I noticed that throughout the day on Friday, and even on Saturday, they are taking money out of my account in small increments, I called the office to find out why and to talk to billing. I was informed there is no billing department to talk to and theyre not taking my money and its just bad. We are dealing with people that do not have a great rest of the English language for one problem and how they convey things to you they say one thing and they try to mean something else doesnt make sense. I am alerting my bank and the fraud department. For the fact that I never gave them my banking information when they started taking out these amounts. I only gave them my banking information when I tried to order the tablet. But I noticed when I looked to see if theyre taking the money for the tablet that they had been taking money throughout the day before I ever put in my information. I have no idea how they got my banking information Makes no sense to me. I cannot find anyone to talk to to help me rectify this problem and to get everything straight as it should be. Im so unhappy and Im so scared. Im going to take all my money think I cant get it to stop they wont stop. They have taken the money out of my account three times in two days and they continue to tell me that theyre not. Talk to my bank today and he said most definitely they are is right there. I tried to tell them that Im at a loss no one will help me. Im old Im disabled and theyre taking advantage of me.

  Business Response

  Date: 02/21/2024

  2/21/2024
  Re: *********************
  Complaint ID: ********
  
  Dear CPUC Carrier Support:
  Our investigation revealed that customer alleges that they attempted to obtain a tablet from TruConnect but were denied by the system. Despite this,TruConnect has been receiving payments from them. We made several attempts to contact the customer but did not receive any response. According to TruConnect records, **************** applied for Lifeline and ACP benefits with TruConnect, and their account was approved for a BYOD plan with Unlimited Talk, Text, and Data (without a free phone). However, the customer no longer has an active account with us as they transferred their services to another carrier on 02/02/2024.It's important to note that TruConnect has not received any payments from the customer. However, if the customer disputes the transaction, they can provide proof of payment or documentation, and we will be happy to assist them. 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, ******************* policies.
  
  We apologize again for the inconvenience and consider this matter closed.
  
  Best regards,
  
  *******************************
  Director, Customer Support
  ********************
  Email: ************************
  Phone: ************

   

• Initial Complaint

  Date:01/26/2024

  Type:Customer Service 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 service with TruConnect was canceled after my recertification with Lifeline was not recorded properly.I have reapplied with Lifeline, and have been fully qualified,Application ID: ************** have tried several times to contact TruConnect, to get my service restored. However, each time I call, I am left on an extended hold. The last wait on hold was for over an hour.No one ever answered my call. I have tried to contact customer support through online chat. Each time they are OFFLINE.I believe truConnect is avoiding me, and I don't understand why!

  Business Response

  Date: 02/06/2024

  2/6/2023
  Re: *************************
  Complaint ***********
  
  BBB Carrier Support,
  Our investigation revealed that the customer's ********************** service was canceled due to a problem with the proper recording of his Lifeline recertification. *************** reapplied for Lifeline and was fully qualified with Application ***************. However, he faced difficulties in contacting TruConnect to have his service restored. When attempting to call, he experienced extended hold times, with the last wait being over an hour. Additionally, his efforts to contact customer support through online chat were unsuccessful as they were always offline. Upon investigating the account, it was found that ******************** activation date was 03/29/2022, and the application was done online. He received a free phone from TruConnect, Make & Model: Cloud Mobile Stratus C5 Elite, and was on the Lifeline and *** Unlimited Talk, Text & **** GB plan. The Lifeline account was disconnected on 07/22/2023, and the *** account was disconnected on 12/16/2023, both due to the customer not recertifying.
  Customer accounts were disconnected because he did not recertify, and **************** could reapply for **************** on their website at www.TruConnect.com. However,attempts to contact the customer at ************** were unsuccessful, as the number was not in service. Multiple emails were sent in an effort to reach out. Our *************************** is available Monday through Saturday, 5 AM to 9 PM PST, at ************.
  
  We apologize for the inconvenience consider this matter close.
  
  Best,
  *******************************
  Director, Customer Care
  ********************
  Email: ************************************
  Phone: ************

• Initial Complaint

  Date:01/08/2024

  Type:Customer Service 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 signed up for service with try connect. They sent me only a SIM card but they advertised a free phone with new service. Also they gave me an agusta ga area code which I didn't authorize and I certainly didn't choose. I live in ***********. Hundreds of miles from *******. I know absolutely no one in ******* nor do I know a soul with an agusta area code. They tell me I will have to wait for a THIRD sim card in order to have an area code that is anywhere close to where I live. This is outrageous. By the time I get this third sim card, my old phone service will be disconnected and I won't be able to keep my old 706 number. They are deceitful in my opinion and customer service is terrible

  Business Response

  Date: 01/31/2024

  1/31/2024
  Re: *******************************
  Complaint ID#********
  
  BBB Carrier Support,
  Our investigation revealed that customer reported receiving only a SIM card despite advertisements for a complimentary phone with new service. Additionally, an *******, ** area code was assigned, whereas the customer resides in ********,**. The customer was notified that a third SIM card was necessary for an area code change and has requested account cancellation. The customer had enrolled for **************** with an activation date of 12/06/2023. The application process was conducted online, and the account was set up with a Bring Your Own Device (BYOD) plan. The account was terminated on 12/22/2023 following a Line Loss Transfer Out Request. A subsequent application made on the same date could not be processed due to incompleteness. The customer has the option to reapply as the account is currently disconnected. Phone numbers are assigned randomly by the system, but customers may change their number up to twice a year or opt to port their existing number.
  Customer ****************** is available Monday through Saturday, 5 AM to 9 PM PST, at ************.
  
  We apologize for the inconvenience consider this matter close.
  
  Best,
  *******************************
  Director, Customer Care
  ********************
  Email: ************************************
  Phone: ************

  Customer Answer

  Date: 02/09/2024

   
  Complaint: 21018025
  
  I am rejecting this response because in your own response, you acknowledge you advertised free phone with new service, yet just below that you also stated you set up my account as a BYOP Bring Your Own Phone account. But you don't give any reason as to why you set it up incorrectly nor do you make an attempt to remedy the situation, for example, by sending me the promised phone. Also, your service is the only carrier I've ever done business with that randomly assigns area codes. I can't imagine most customers are ok with unknown or distant area codes. In my opinion your company desperately needs to evaluate your commitment to your customers. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 07/08/2024

  07/08/2024
  Re: *******************************
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  After investigating the customer's concerns regarding receiving only a SIM card and not a free phone, as well as having issues with the area code of the phone number, we found the following: On December 4, 2023, the customer applied online for standalone Lifeline benefits. As a result, they were only eligible for a free SIM card with the Lifeline plan, which includes unlimited talk,unlimited text, and 4.5 GB of data every month. Unfortunately, on December 21,2023, the customer's account was disconnected due to Line loss, which indicates the possibility that the customer applied with another carrier. Moreover, the area code of the phone number is selected by the system.  At present, the customer no longer has an active account with ********************** but can reapply if they wish. We responded to the customer's concern in February 2024. If the customer requires further assistance, our *************************** is available Monday to Saturday from 5 AM to 9 PM PST and can be reached at **************.
  
  We apologize again for the inconvenience and consider this matter closed.
  
  Best regards,
  
  *******************************
  Director,Customer Support
  ********************
  Email:************************
  Phone:**************

• Initial Complaint

  Date:01/04/2024

  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 am informing your company of people hacking my phone that is not a government phone to committ larceny and crime and they been hacking so to check if my number of phone is on the phone ********** and by whom is on it cause they shouldnt be and also would like to be contacted about this from the company, by email cause my phone is not working due to all the thieves and hgacking and wanting something that anit theres....... they want to mimic ....... contact the owner and also manager of the company and I want them to contact me about it its a crime and terreriots people and have others hacking as well, usinf there phone to see if my name or number in any way is with your company, ***** or ************************* and ***************************** is the only ones i been around that have used your company name, and affraid they have hacked my phone with **** phone and devices...... need to see so i can press charges on them and also report it......

  Business Response

  Date: 01/12/2024

  1/12/2024
  Re: *********************************
  Complaint ID#********
  
  Dear BBB Carrier Support:
  We attempted to contact the customer at *************, but the call was directed to voicemail with a message stating that the person was unable to accept the call at the moment. Additionally, an email has been sent. Upon searching our system using the customer's name, email address, and physical address, we were unable to locate their account. Due to the lack of accurate account information provided by the customer, we are currently unable to assist or resolve their issue. Should the customer contact us again, we should ask further questions to better understand their issue and offer assistance. In case the customer wishes to speak to the complaints team,the case should be escalated accordingly for further handling. 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:01/04/2024

  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.

  This is what lifeline sent to me: The *********************** cannot assist with questions or issues related to devices/phones, obtaining a device/phone, billing or service. Those are things consumers need to contact their service provider about. You currently do not have a service provider for Lifeline. The next step is to enroll with one. HOWEVER, this company refuse to send me a cell phone as they claimed that they would do. They keep lying and saying its lifelines fault which is just not the truth

  Business Response

  Date: 01/12/2024

  1/12/2024
  Re: *****************************
  Complaint ID#********
  
  Dear BBB Carrier Support:
  Our investigation revealed customer,residing in ********, was informed that to receive a free phone, they must apply for both Lifeline and ACP benefits. They were also told that they could use any GSM network unlocked phone or alternatively purchase a phone from TruConnect. Attempts to contact the customer at ************ initially went to voicemail, and emails were sent as follow-up. On the third attempt, the customer's account was verified, and they were reminded of the eligibility requirements for a free phone. However, the customer disputed this information.It was clarified to the customer that not all states provide free phones solely for Lifeline subscribers and that using a GSM network unlocked phone with a TruConnect SIM card is an available option. The customer chose to discontinue the conversation. 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, 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: 01/30/2024

   
  Complaint: 21081067
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 01/31/2024

  I refuse to accept their decision due to false advertisement to give a free phone. They are unaware of the difference between lifeline and ACP. ACP is for internet for customers with a company like XFINITY or ******* not TruConnect. Lifeline is for free phones and services. Both are government funded programs. Tru Connect can not force customers to do what they want them to do. We have the right to a free phone. They are attempting to scam the customers. Yet, they are very unknowledgeable of these governmental programs conduced by FCC.

  Business Response

  Date: 07/08/2024

  07/08/2024
  Re: *****************************
  Complaint ID # ********
  
  Dear BBB Carrier Support:
  
  After investigating the customer's concerns regarding receiving only a SIM card and not a free phone, we discovered that on December 13, 2023, the customer applied online for standalone Lifeline benefits. As a result, they were only eligible for a free SIM card with the Lifeline plan, which includes unlimited talk,unlimited text, and 4.5 GB of data every month. Unfortunately, on May 20, 2024,the customer's account was disconnected due to failing to recertify their account. The customer no longer has an active account with ********************** but can reapply for service if they wish. We responded to their initial complaint in February 2024. If the customer requires further assistance, our *************************** is available Monday to Saturday from 5 AM to 9 PM PST and can be reached at **************. TruConnect is committed to doing everything to ensure that our representatives fully comply with state, federal, and company policies.
  
  We apologize again for the inconvenience and consider this matter closed.
  
  Best regards,
  
  *******************************
  Director,Customer Support
  ********************
  Email:************************
  Phone:**************

• Initial Complaint

  Date:01/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  TruConnect (TC) sales people came to my door on either 12/13, 14 or 15. I Explained I had a virus and was disabled. They asked if I wanted a free phone or tablet. I said I had ACP with MetroPCS and liked my current phone and wanted to make no changes so no to the phone. But maybe to the tablet as I've never had one (I didn't understand and since learned this could affect ACP). They approved me for the tablet. Then stated it was $40. I said no thought it was free and need the money. Then they said I could get it for $20. I still said no. Then they started without me knowing it signing me up for the phone! I stated again I didn't want the phone. They said I could "just give it away". I was tired &sick so said fine. Took the phone and put it in my closet. Not once did the sales people mention ACP or explain Lifeline program to me. They never said signing up for anything would transfer my ACP. 12/20 got email from TC stating my ACP had been transferred from Metro to TC! Not only did I not give permission to the sales people to do this I explicitly stated I was happy with my ACP setup with Metro. Called TC who said "sorry" call ACP. ACP is all automated so called Metro who said needed to cancel with TC. Called TC to cancel. 12/25 text from Metro my ACP was cancelled and transferred to TC. 12/26 called Metro and was told would need to reapply to ACP and start all over. I did. It will take 1-2 billing cycles where I will need to pay Metro $30-$60. TC sales practices were non-transparent, unethical and predatory of low income disabled people. They represent like they are advocating for disadvantaged people with a helpful govt program when in fact they are pushing a "free" phone (that has cost me my govt ACP program and $30-$60 to get it set up again with Metro) and misrepresenting a $40 tablet as free. No reason to think a phone I could "give away' would be connected to my ACP govt program. TC taken no responsibility. Cost me much ************* & TC owes me $30-$60.

  Business Response

  Date: 01/12/2024

  1/12/2024
  Re: *****************************
  Complaint ID#********
  
  Dear BBB Carrier Support:
  Our investigation revealed that customer transfer of her *** benefits away from her preferred provider, MetroPCS resulted actions resulted in a cancellation and reapplication process with MetroPCS, during which she would face additional charges. Upon reviewing the customer's account,we verified the activation of a linked account and a free phone being issued.The account was disconnected at the customer's request, following her realization of the *** benefit transfer. Communication was established with the customer to address the situation. However, it was determined that TruConnect's policy did not allow for the refund the customer was seeking to offset the charges incurred from the transition back to MetroPCS. The customer's feedback highlighted a need for clearer communication practices, and as a result,TruConnect is taking steps to ensure better training and oversight of field agents to prevent similar issues in the future. 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:01/04/2024

  Type:Billing 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 took my ACP credit without my permission or agreement. I declined that service and they still billed ACP. Now Spectrum is charging me for the funds that truconnect took. I need this corrected and fixed.

  Business Response

  Date: 01/12/2024

  1/12/2024
  Re: *****************************
  Complaint ID#********
  
  Dear BBB Carrier Support:
  Our investigation revealed that we contacted the customer at ************** to discuss their complaint regarding *** credit billing issues. The customer expressed concern that *** credit was being billed without their consent and that Spectrum was subsequently charging them for these funds. The customer stressed the importance of rectifying this situation.The account review revealed that the customer has an active Lifeline account with an activation date of 10/25/2023 and had received a Cloud Mobile Stratus C7 phone. The *** account was discontinued on 12/22/2023 following a Line Loss Transfer Out Request. The customer conveyed that the transfer of *** benefits occurred without their authorization, causing Spectrum to start billing them. In response, we communicated our process for addressing such concerns, including reviewing the enrollment procedures. The customer also reported a technical issue with their device's battery depleting quickly. I advised that the device,under a ****** warranty, could be returned for inspection and repair or replacement. We noted the last date for returning the device as 01/25/2023 and provided the customer with information on how to proceed. Regarding the customer's request for a $50 courtesy credit for the *** benefit issue, we explained our policies around issuing credits and assured them that we would explore all appropriate solutions within our guidelines. The conversation was concluded with an assurance of our commitment to customer satisfaction and a thorough follow-up on their concerns. 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: ************