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

  1131 Broadway San Diego, CA 92101-5611

  
• 

  TruConnect Communications, Inc.

  110 E 5th St Oxnard, CA 93030

  

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:01/04/2024

  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 applied for true connect service in Panorama city ** with a street worker. She introduced herself as ***********************. I asked her to only apply for Life line program and not for ACP! I had ACP with ATT. Also I asked her to apply for GSM SIM card service with T Mobile (not ********* I spoke to her in Spanish and made sure she understood me very well. She told me she had understood me. After the application went through I was able to make calls and send texts I thought everything was ok just to find out later that I had no internet because she had applied for *************** (and my GSM phone was not compatible with it). She had also applied for ACP program with True connect. And I lost my ACP benefits with ATT.I had to spend 5 hours the next day at the True connect corporate store in Panorama city to get the service switched to T Mobile!! I explained the situation that street worker took advantage of me and applied for ACP as well to get the bonus. And asked to fire her for multiple mistakes she had done to my account. Store manager refused to perform any actions in that regards!!As of now I still can not apply back my ACP benefits to ATT!That street worker has brought me many problems and the office who supervised her has refused to perform any sanctions nore actions towards her!!This corporate store in Panorama city, ** may get commission for wrongfully signing people for ACP benefits with true connect even when they dont ask them to do so !This his store in Panorama city and its mangers should be punished for this type of behaviour!

  Business Response

  Date: 01/22/2024

  1/22/2024
  Re: ***********************************
  Complaint ID#********
  
  Dear BBB Carrier Support:
  Our investigation revealed customer applied for ********************** service, with a street worker,requesting enrollment in the Lifeline program and specifying a preference for a GSM SIM card service with T-Mobile. The customer later discovered that the service provided was with ******** which was incompatible with her GSM phone,and that she had been enrolled in the *** program with Truconnect. This resulted in a change from her previous *** benefits with AT&T. Customer had an active Lifeline account with **********************, activated on 11/16/2023, and had received a Cloud Mobile Stratus C7 Black (VZW). Her *** account was canceled on 10/17/2022 as requested. Following the customer's concerns, customer was advised that reapplying for *** benefits with AT&T would be possible, as there was no active *** account under their name in the True Connect system.This information was communicated during follow-up calls, with the intention of assisting the customer in resolving the issue. *************************** 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: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 received a defected device that I could not use. I informed the young lady that I spoke with that I never used the product and I would leave me a refund. I was never informed that I couldnt receive my money back if there was an issue with the product. I never received a number nor was I able to see how the phone worked. I am a single mother that need her moneies.

  Business Response

  Date: 01/22/2024

  1/22/2024
  Re: ***************************
  Complaint ID#********
  
  Dear BBB Carrier Support:
  Upon reviewing the customer's account with **********************, it was found that they had an ACP account activated on 11/26/2023.The application process was conducted online, and the customer received a Cloud ********************** Stratus C7 phone. This account was under the *** ACP Unlimited Talk,Text & Data plan with ******* Wireless as the carrier and was disconnected on 12/04/2023. The customer reported issues with the device, including a defective phone that wouldn't hold a charge and a lack of information regarding the non-refundability of the product. The customer had contacted customer service on December 4, 2023, requesting either a replacement or to cancel the account. The care agent informed the customer about the ****** guarantee but mentioned the need to pay for shipment and handling for returns.  In resolving this matter, it was noted that the customer had paid $12.00 for the *** plan and had used the service for about 8 days. As this plan is non-refundable, the customer was initially informed that a refund could not be provided. However, after contacting the customer at ************** and discussing the account details and their dissatisfaction, it was decided to issue a refund of $12.50. This refund was agreed to be processed to the same card used for the original payment within 3-5 business days. The customer accepted this solution, and no further assistance was needed. 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:

  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: ************