Trueconnect review: Customer service personnel. Lack of knowledge and un willingness to help with a l roblem.

I have been a customer for several years and am very self supporting and have had no real problems.

A couple of weeks ago my phone broke and wasn't worth fixing so I found another compatible phone and purchased it. I called 2 notes ago because I thru the old phone away without retrieving the sim card. So I was told if I couldn't find it to call back and you would ship me one free and I t could take 7 to 10 days. That was way to long so I did call back and got a great guy from customer service that said the same thing the girl before said you could send me a new one and it would be free take 7 to 10 days. I asked him about an expedited could I pay and have it expedited to get here sooner because I can't wait that long. He put me on hold and came back after doing his research and said he could not order it for me and have it get here any faster and he couldn't charge me but I could go on truconnect.com and get a faster shipment and would have to pay for it there. I told him it was that important and I would like to do that so he stayed on the phone with me the entire time I filled out the request and it was $9 and something for the SIM card in $11 for the shipping but it guarantees on my order and I have copies of all the order and the tracking every time it's moved I have a screenshot of it and it said I would have it in no longer than 1 to 3 days this was on the 5th. So I thanked him for staying on the phone he couldn't see the information but he could walk me through what they're asking for and I thanked him. The next day it hadn't shipped and today it says that it's shipped but they're expecting it to be delivered on Friday. As long as I get it Fri that's 4 days but it would till work. Anytime after fri day wont work. I Called lastlast employees f and was told that your company there was no way it could have been ordered online and paid cash for because you don't have that ability period after telling them over and over it was an online order with your guy on the phone why I did it given me pointers they still wouldn't believe me so I had to get a supervisor he didn't have a clue either about this process so I got a manager he told me that you already sent me a sim card in July he took him about 20 minutes to figure out that was 2021 so I'm very disappointed that your employees have no clue what happens on trueconnect.com accept the one guy that sent me there they're all trying to send me new SIM cards it'll take 10 days . Then I call back tonight because the shipping tracking says it won't be here till Friday and try to get a phone number for the online people to talk to them I get the same rude it's impossible we don't send SIM cards costing money blah blah blah . So I hope it comes Friday if it doesn't I would like my $21 refunded I can send you all the screenshots of the order and the guarantee it would be 1 to 3 days and nobody in your customer care even understand this is possible that's what my complaint is I shouldn't have to go through 3 hours of different levels of management to tell you what your own procedures allow you online to do I've bragged about your company and I've got many people to move over there with their Lifeline phones but this sounded a lot like some of the other carriers I've left drive like some training to happen with those people number one some sensitivity training on how to talk to someone number two learn their job and if my SIM card doesn't come by Friday then you violated your 3 days and I want my $21 back please respond as soon as period

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