TruConnect Communications
reviews and complaints

People be careful trueconnect is not a good company if you ask me it's probably a dozen of people sitting in a closet with their own headsets trying to service people with their broken phones run people run they're the worst and if you happen to be using the lifeline ACP program don't do it you only get one chance and they're not the ones you want to take that chance with or take the time and read their fine print and I guarantee you'll keep going there beating the government. Don't give them your personal information because I guarantee they're going to turn around and try to use it RUN People RUN

Today I had an email from True Connect that I had an account setup with them. I called 5/12/22 to cancel this acct since it was done in error. I could not understand the agent, who spoke to fast. He finally said he would cancel my account, but could or would not give me a cancellation email. Shortly after I hung up, I received another email from True Connect that my order had been sent with a tracking #. I did not order anything from the agent. I sent an email to the company to cancel this order immediately! I do not recommend this company to anyone. If you cannot understand the agent answering the phone, then they must be based in a foreign country!

There are no words to describe the scam that truconnect partakes in. The false claims of providing a phone and replacing it with a hots-pot (while getting financially reimbursed from the gov't?) claiming a hots-pot functions as a phone (which it does not) If a person tries to return the hots-pot and tries to cancel the account thru chat you will be told to to call customer care at which has ZERO options to speak with a customer care representative. With persistence your chat representative will tell you no need to return it just discard it however will not assure you the account will be canceled (and maybe continue to get the financial reimbursement?) Unable to find any help to take care of this issue.

Extremely poor customer service. On Saturday, October 9,2021 around six in the evening my phone service was cut off without my consent. I called the customer service number. The truconnect representative implied that I broke my phone after I explained my situation, and he told me he can't trouble shoot so I would need to buy another one. Now after that, I think truconnect is a scam and I think they were low-key stalking me because I had slot of problems with that phone that I couldn't explain and all of a sudden its turned off. They planned that and they need to be punished because they really inconvenience me and caused me alot of unnecessary stress where I have a mental disability. And I'm trying to get well not more sick.

we got phones about 2 1/2 weeks ago. the worst service we have ever had. I have never had a free cell phone that dropped calls like Tru Connect. I will be on hold with like my Drs. for 30 mins finally get connected and the call drops "no network find" its takes about 10 to 15 mins for it to reconnect. then i have to go and be on hold again. 9 out of 10 calls drop. call to talk to tech support does not have a tech department whoever answers the call is the tech support. the lady told me to take my sim card and wait 5 mins then put it back in. when I did this, I didn't have any service for over 30 mins then it kicked back in. it made it worse. I can't use my phone. they won't do nothing to help. it's the satellites having interference.

Bought a new LG phone. It came without original packaging and no paperwork whatsoever. Charger was the wrong one and a cheap dollar store one. The battery was another cheap knock-off that wasn't the right one. Everyone knows new phones come with the LG brand logo printed on the battery. So, they either sold me an used phone or took the battery and charger out of a new phone package and replaced it with the cheap charger and battery that doesn't work with the phone anyway. The email I got from them had not even the smallest of apology and want me to pay to return it. I put a dispute on the credit card and I'm going to file a fraud complaint with the postal inspector and already put a complaint in with FedEx. I'm also going to contact the States Attorney's Office in Florida

Had service with them for about 8 months then my sim went bad so I called and had to ask like 4 different people for a sim card because they all insisted it was my phone(its not it works fine with a different sim) or that my phone didnt work on thier service(been on it 8 months)finally they said 8 to 10 days new sim...on day 8 I call and am told they did mail my sim but after they mailed my sim they canceled my account and disconnected service so the new sim won't do any good when and if it actually gets here...none of my info has changed I still qualify and it wasn't time for a renewal ..yet they dropped me with no reason given and I was told to reapply ...they never notified me they disconnected my service and I m waiting thinking any day my phone will be back on when the new sim gets here...shame on you truconnect

I tried to get a phone through Truconnect, which is a Lifeline service! I ordered a $59 phone through them and when I got it there was NO SIM card. SO I contacted them to get one. They sent me a total of 2 SIM cards over about couple weeks time. Neither card worked. They then told me that I needed to get a phone that was in any " network unlocked GSM phone compatable with T moblie network. I got the phone off their website but then they said they didnt sell this phone. I bought a " BLU C5L 2020 GSM" phone! The address that it was shipped from was TruConnect 7651 Southland BLVD, Orlando Florida XXXXX. A month has passed *** all this AND then I see in tiny words that I would of had to have done a return within 7 DAYS of getting the phone! THERE WAS NO SIM CARD. I HAD TO WAIT MORE THAN 7 DAYS TO GET A SIM CARD TO BEGIN WITH~!

They made me pay for my free phone. $39.95, I think it was. Then they told me I have to pay $4.95 to keep my old number. One of my caregivers was here and ripped him a new one. He told her to get off the phone. She wouldn't. He hung up. Finally I am sent a sim card to keep my old number. Ever since that day, maybe 3 weeks now, I haven't been able to talk to anyone. I can hear people but they cannot hear me. They said they couldn't help me. It also wrecked my SD card. They don't care. My deceased husband spent a little over $100.00 for it. Now it's no good. I fall a lot. If I fall now. I will die. I can't get any help and I do not believe they even care. I'm waiting on a different place to take over this rotten phone service I've been warning everyone on social media. I want truconnect to send me a new SD card for the one they destroyed. This. Service really, really sucks

FRAUD - I received an email from the company stating that "my order has been processed for delivery". The email included a customer service phone number and a tracking link for the shipped item. I have never heard of this company nor did I order anything from them. I thought it was a mistake but once the item was actually delivered (not to me but to Decatur Georgia), I immediately called and emailed the company to inquire if someone had opened some type of account in my name. I was told yes. I immediately informed them that the account was fraudulent and that someone else was using my name and email. I didn't even know who their company was. They told me that they can only close the account if I give them my date of birth. Considering the circumstances, I told them I was not going to give them ANY of my personal information. And that if they did not close the account that I was going to report them to the complaintsboard.com.

TruConnect os sending me emails about an account that I never signed up for. They claim I transfered an ACP to them. I never heard of TruConnect until they emailed me. I called and a guy with a heavy accent answered. I explained the situation and he kept insisting that I have an account with them. I couldn't since I had never heard of them. I did have a Life Link Phone for 2 months 10 years ago, I discontinued my service after 2 months as I no longer needed it. This company needs to get themselves together. The guy kept saying he was looking into the issue, but never asked for the email address. He did eventually ask for my name which I refused to give. Their email is obviously them trying to scam people and the government. They are trying to claim accounts for people that don't use their services and get those peoplento provide additional personal information when they call to address their concerns over the emails. I don't have any accounts with TruConnect and never will as their services are not needed.

if i could give less than one star i would like so many others that worked with these scammers i ordered a 95 dollar phone and 20 dollar tablet they took the money made a shipping label then it sat for 10 days meanwhile they turned off my sim on my only phone (some life line service huh) while waiting for it to ship i used a wifi calling app on my now dead phone was always on hold for more than 10 min they just kept say wait come payday i go to boost mobile spend another 100 bucks to get a phone and port my number over then the package from tru connect comes and it is only the 20 dollar tablet i message them via their chat bs and get told "oh the phone you paid for is out of stock" so i request a refund mind you a month has gone by now since my original order and when they started the refund claim they said 3 to 5 days to process its now over a week still no money back and now they said they dont have any updates on it but it can take 10 to 30 days to process these people are crooks and scammers i will be looking at filing theft charges against them as well as filing reports with the FCC the FTC and anyone else that i can think of that would like to know how they are screwing people with government money

I signed up over the internet because truconnect said that I would get a free phone if I qualified I'm at the income requirements. I contacted via chat there customer service they told me that I would not receive a phone because the state I lived in that I should have read more carefully I asked over chat if they would cancel my account application they told me no did I have to do it over the phone I tried calling and couldn't get ahold of customer. I found out after the fact that I would only get a SIM card these people are ripping off the taxpayer I don't know why they have an a+ rating. The person over the chat talk to me like I was stupid. This is false advertising I've read the reviews and every response to a complaint buy truconnect on this website (complaintsboard.com website) truconnect doesn't take any responsibility for their actions or their false advertisement and makes it seems like it's the customers fault and tells them hoops they have to jump through all I want is my account to be cancelled I can't get a hold of customer service I know what time. I don't need them to tell me when to call or who to call I want them to cancel my account as I stated above it was false advertising their website said I would get a free phone and then I said because the state I live in I won't get a free phone.

Very dissatisfied I had received a phone in April and I have had four phones now sent back because of them not working properly they power off they say no network connection, the apps won't work on it, and remind you I paid over $100 for a phone that doesn't work they have sent me about four and they wait about a week to send you a shipping label and the time it takes for the phones to go back is approximately 2 weeks and when you finally get the new phone it's been about two and a half to three weeks and then it doesn't work I have been through this four times and they waited so long that the 90-day period was up on my warranty,after going through all that trouble with returning cell phones them sending new cell phones I am the one that's ended up with the short end of the stick, they won't send me a phone that actually works now also customer service is very disappointing because they say one thing and then they do another they told me that they would work with me and now I got absolutely nothing from them. Business I don't think that's fair and that's not how a business is supposed to work I do not feel as a valued customer I feel overworked and I feel tricked, I'm a low budget household and I didn't have a phone around the time my dad died so I missed any calls that I could get because of a phone that doesn't work and they would not send me one and make good for it. They had 90 days to send me a phone that works but every day I was calling them to see about getting a phone that worked every day for this 90 days I have called them all I wanted was a new phone and in the end they took my money and I got nothing!

So from reading about others experiences I can agree with certain things. So being fairly new from signing up with this company for their government assistance phone program you could see the ways they go about getting over on us. Let me show you what I mean so upon receiving the" new phone". It was obvious to me, it wasn't at all. For couple right off the bat reasons. The sims card was loose and not in the card it supposed to be in. going through the phone to activate I quickly realized how it was not a new item. it has two slot areas when you open the back for two different SIM cards to be put in. And one of them had the little guard railing slot that slides over the card to hold it in place completely torn off . As I would like the option of it being the actual new phone and not having to worry about only half of it working like that. Anyways too wrap this up weeks and several calls in to reporting problems kept on having. and always some sleazy attempt to act like they fix the problem. I asked please! send me a new replacement already! and I was most likely wanting a replacement SIMs card as well because who knows that might have been the problem too, for how it was mailed to me the first time. Anyways call drop so it actually never finished the process of they sending the new phone to me. I had to call back. So by this time the phone is totally done for now. it's not recognizing the SIMS card no more. I can't make calls I'm having trouble downloading text app to use that to contact them. it's not recognizing any extracard I put in to be able to download anything. So a couple days later. Being today and now. I'm finally able to get a text app going and would you guessed it? I've been on hold for over an hour now having no doubt no answers will be had they will leave me on hold indefinite. just got hung up on, I can't call support with broken there broken phone I got from them, slowly until I could not, very soon after getting it brand new? Broken quickly?!

The phone I received could be used an an emergency device, e.g. for 911 (but probably not for roadside assistance) if my car broke down. The battery life seems pretty good. But it's useless as a daily phone. The company is willing to exchange it, but not to pay for return shipping I've never known a company to refuse to pay for shipping to return a defective product. Here are the main problems I had with it:
It either won't hang up a call at all, or takes a very long time to do so (on the order of 10 minutes). Thus if I want to make more than one call, I need to restart the phone each time and it takes a long time to restart. This is inconvenient if e.g. I'm using my phone to contact my doctor/dentist office while waiting for an appt in the parking lot (I can't just walk in due to Covid). It's also annoying when you leave someone a voicemail message, and can't hang up when you're done the phone keeps the line open, and therefore the voicemail keeps recording, while the phone shuts down. Usually the voicemail will time out first, which means leaving a long, pointless period of silence in the message, with your contact likely listening to the whole thing wondering why you didn't hang up if you were done.
You can't enter more than one digit after connecting a call. For example, you dial 123 for voicemail. You then need to enter 1 for English etc., then 1 for your own voicemail account. It accepts the first, but won't accept the second, repeating over and over that you haven't entered a response, no matter how many times you press the number. The phone has notified me that I have messages in my voicemail acct, but I have no way to access them. The same problem occurs when I have to navigate any phone-directory service, e.g. to contact my doctor. Who ever heard of a phone that you can't use to call your doctor? I don't know if I could contact roadside assistance from my car insurance company thankfully, I haven't had any car trouble since getting this phone, so I haven't had to try. But if I have to enter my ID/acct number, e.g. for Triple A, then I wouldn't be able to contact them.
You can't close any apps. Or at least I haven't discovered a way to do this, and TruConnect customer service doesn't know how to do it either. Once you open, say, Gmail or Google Maps, it will always be open, even after you've turned off the phone. Every app you ever open will remain open, all at the same time. I assume this is a drain on the CPU of an already under-powered device.

Thus I give TruConnect one star. I could keep their phone in my car in case I lost a functional cell phone and needed to call 911. And I suppose I could play simple games on it while waiting in line. It's not useful for anything else.

This place is a mess.

I've used their service for almost a year (when it worked)- and I can tell you that when things go right- 'it's ok' but god help you if something goes wrong.

I had multiple problems, and I can say without a doubt their customer service is the worst. First- you're talking to a call center in India 90% of the time, and they are mostly polite, but untrained and despite their assurances 'they know what the problem is'. They misdiagnose or give wrong info all the time, and keep no records of transactions for others so you have to start from scratch each call. Call 3x in a row & see what they tell you- if you're patient enough to wait that long. Well- it'll only be so long- it hangs up on you automatically if you wait something over 10 minutes. When you do get answers, though they'll be different each time unless it's a dead simple solve- and I still wouldn't trust them to get it right...

Well, that's the 'figuring stuff out' part- how about 'fixing stuff'? Mostly, the agents are powerless to help you with anything that 'touches their money'. They won't fix their 'lost Truman' errors (their dumb rewards system. The agents actually rarely know what you're talking about if you mention it. They definitely won't give free data. My phone (I was told) fell into a group of phones that lost internet due to a data center issue (this I found out on call #7 or so). I was told everyone affected would get 3GB of free data- it was already on my phone. I asked to speak to a supervisor and mentioned the 3 Gb of data to them- which they didn't deny. I had no net, so I couldn't check. You can guess this one- all lies. When I finally (weeks later) got on again, my data was where I left it. I called & asked about it 'no' was the answer. 'no what'? 'We don't do that. We never compensate- you are on a free service' I'm told. That's their attitude. It's free, so you don't deserve to be compensated for their *** service!

Ah, ordering products. I ordered their tablet. Got a shipping label in a day or so. 'That's quick!' I think optimistically. Dumb. I call about it. Oh, we'll put a rush on that! ***. The label may be on a box, but they can't be bothered to put it into the post for a week+.

About that tablet? Because I ordered it, it apparently messed up my sim- some automatic thing that they apparently thought was a good idea- so in theory, I caused my own problem by buying from them! I ask an agent later 'can I just put the sim from the tablet in my phone to fix it?' (cause it sounds logical- the service auto-switched to the tablet, right?). 'Nope- that's a dummy sim.'

Speechless.

Oh, about the mailing thing- maybe just a one-off, right? No. I borrow a phone to call about my 'no net' escalating to 'no phone'. Screw to customer service reps- ask for a supervisor. Supervisor says dumb, unhelpful things, and can't send me a new sim- so I call back. Maybe someone can do their job properly. Ask for a super. Get another powerless, useless super. Repeat 4x. Somehow I never get the same supervisor twice. 'My, they sure have a lot of supervisors on' I think- then I get some guy in the US. In 5 mins he says a bunch of stuff about what's actually the issue (or way closer than the rest). HE can send me a sim. Huzzah! Remember what I said about labels having a fear of the post office? That flimsy package with a sim in it sat there for 10 days about before they posted it- on a Sunday. Guess there's a mall. I get my sim Thursday. Can't rush USPS. Whatever. Call to activate. Go through a bunch of ID, and tell them stuff they should know like my phone #, long sim card #- I think so the agent doesn't have to bother.
'Your phone is already activated.'
'What? Then why is there this page saying to activate my phone in here?'
'What do you mean?'
(stupid conversation continues where I explain stuff he should know).
Whatever- I test the phone while he's typing, and it does indeed work (for now). I gamble and ask about the 3 gb data the previous person mentioned ages ago, that the super never denied.
'I know about all of our policies and practices- we would never do that.'
Do note he didn't know sim cards are mailed with an activation flyer- but 'so done with this ***'.

I've never talked to anyone who had any real power to do anything except occasionally properly diagnose things. All the agents know they're just there for PR, and are apparently immune to punishment, as they'll hang up on you if they feel like it (been hung up on about 10% of the time). I had a few other less serious issues, and they never fail to underperform.

Just to mention- this Lifeline service is for poor people, sure- but it's also for elderly, handicapped, disabled as well. hence 'Lifeline'.

These idiots should not be anyone's 'lifeline'. Who wishes ill on a group where they want to lower their quality of life by making them deal with these scammers?

Anyway- If you need customer service, ever- Quicker to just switch to another service, I kid you not. It sucks they offer the best phone & data package- but now I realize THEY HAVE TO- no one would stay with them at all otherwise...

I have been running around for nearly a month trying to change my lifeline and ACP service from another service provider to truconnect I want the truly unlimited plan lifeline and ACP together and I cannot seem to get anyone to help me get this every time I try to apply I was not given the option for lifeline and ACP together only ACP I was running around in circles and told to wait until the first of the month because I had service with another carrier now that it's the first of the month I can't seem to get anyone there to help me get signed up they just want to defer me to another AI or another application page and I have done all the applying I needed to do just waiting for truconnect to get their ducks in a row and offer me the right plan.

My son was approved and told it was going to be delivered three times and we called every week.told it was the holiday then they said they redid my account because they didn't send it .this started October 31 then they said no later than Nov 21.keep im mind I paid 22.01 for the package deal they the Nov 30 they said after on the phone for a hour we can't get the package deal that I paid for or my money back they wait for wait guess why because it has been a month so they kept it going on for a month so they kept my money .they are money hungry thieves they stoled our money would not give my money back this is wrong this phone is for people that are disabled and low income this is wrong is there anything I can do they won't do anything Heather Tucker/Sully Norris [protected]

My phone service has been cut off and when I try to login into TruConnect, it says they dont recognize the number. Like out of the blue so I don't have a phone for work and is in a stick situation since customer service do not reply or settle issues out, and been waiting for some type of response from them. I have had this phone for about two months now. Since August I believe and now all of a sudden I have no connection. Even the voicemail doesn't work but I always get notify of needing to call it. But I can't

I do not know the name of the employee, but he is doing illegal activity. I am changing phone providers all together. He has helped my boyfriend into my truconnect account. This man has taken over my phone number, my accounts through that phone number, and taken over my entire phone. My EXBOYFRIEND has basicallly stollen my identity and accounts with the help of your employee. I am not happy, exhausted from trying to regain control over my own accounts. I just have to start over.

government phones are just helping PE#1. that is all these phones are for. to help the criminals in their world. I could not get a government phone for a whole year before this phone. There was always some dumn damn excuse a representative would give me, and come to find out they were selling my free phone to someone else that didnt even qualify for one.

This the second time this month where my phone service has been cut off out the blue I call to speak to the counstmer service they basically told me they're doing it on so many words actually gave me life line number or hung up on me when I ask for a complaint number I went on Google and found this myself I think they do things like this to bother the American people it needs to stop also they're violating our freedom of speech as well

I applied for the sim card online recently. I filled everything out and I also received a message in my email stating that I have completed the application and in 5-10 business days I will receive the sim card. I received it in a timely manner, I put it in my phone, I had service. My phone worked nicely. Now 3 weeks later, My phone is off. I called customer service to see what happened, the first representative, very rude. She told me that I have to go online and finish my application so I can get the service back. I have been trying to get it fixed. ( While in the back of my mind, I keep thinking why the f*** would I be sent a sim card if my application was not even completed?!) Knowing that is not how it works and that is not the policy either. I know that each application is reviewed and processed individually. I have previously witnessed how government phone plans work. I have never seen anything like this. It makes no fu***** sense. Why, or how can my account just be cancelled for no reason?! I filled out the application, And I was accepted. I called customer service again, I was told that my phone was cancelled and I have to do another application, and wait for another sim card and another fu***** number. I am so fu***** mad right now. I have never witnessed something so f***** up, so cruel, just plain an simple, wrong. I needed this phone it's a huge necessity for me to have. I am a epileptic, I have grandmall seizures, I'm 5 months pregnant, and I have several mental disorders as well. I feel like Im being discriminated against, Like I'm being told do the footwork, keep trying an I will only get to see what kind of phone I can have, but I will never actually receive. Why have I been treated differently from everyone else?! I don't understand why this hasn't happened to anyone but me. It is not fair, I feel like I should be treated like everyone else that has a contract with this company. To be honest, I don't even know why I'm complaining about this, it matters to me, but obviously not to your company as much. I can't even complain to a real person. I have to do it on here. And how much of this is actually going to be read?! Probably none. And how am I going to get your message in return?! I don't have a phone and I have to walk across town for wifi that barely works. I never knew that my need for a government phone could cause me to feel like less of a person, and like I don't even deserve to have a phone. Hey it just came to me, Maybe I'm overthinking it just a little, And I wonder how many other black people have been put out like I have been. I guess I will never know. Either way, I'm still without a phone and regardless, I still have to wait for one. I just hope I actually a phone soon and that it actually works the right way before Hell freezes over. Something needs to happen, like I wish I could make anyone see how f***** up this really is and by them knowing that it is, My phone would magically work. I highly doubt that though. I guess, Wishes must only come true when you don't live in the hood or if you have Caucasian relatives with good jobs. If you have read my complaint to this point, thank you for your time and have a nice day.

Gabrielle McClain n Myron worry are employing people to register consumers for life line and acp but are not paying the agents. I received $40 and gave the check stub a kid made to prove it… that’s 5 a phone and has not paid me the rest of my money for the 20 something phones I signed up. True connect let’s them do their own payroll . Myron and Gabrielle does not pay their employees/ contracting agents. They ask us ti charge the people 25 dollars for tablets that are only 10-11 dollars….

I'm trying to transfer my Verizon phone number to truconnect. When I give truconnect my information on my Verizon account they start the process for the transfer. Then they tell me the information is wrong. But I get a text from Verizon stating that the process is being processed. I called Verizon and they tell me info is correct. I try again and same thing happens. How could Verizon text me I'd the info is not correct. What is going on

I've contacted trueconnect at least 10 times short version is my ACP which I verified when the lifeline administrator by the instruction of true connects customer service department twice now with confirmation number has never been interrupted and has always been linked with trueconnect all the sudden my internet right now and they said that it was on their end I called verified it's not I called back to them they said I need to fill out a new application at you connect forward slash broadband I did that twice that's why there's two open application numbers with my name on it I followed that instruction I then spoke with supervisor Brandon today who instructed me the same thing for a third time to call lifeline and then fill out another application which would be my third not to mention the first one which was done with the vendor so I need my ACP working and hooked up and I don't know what link is broken between true connect and the administrator but it needs to get fixed and it's not my issue my issue is I have no internet

I have contacted truconnect 11 times. First I called asking why my data kept running out because I never had this problem before. I was told I had to contact lifeline to cancel my acp so I could go thru truconnect for my lifeline and acp so I did. The 3rd call was made cuz the rep said she could not help me with the app I had to do it online. So I tried. The 4th call was made cuz when I attempted to do the acp app it woukd say I was already a customer of truconnect with lifeline and acp. I was told to close all my tabs on my phone and there would be no problem. The 5th call was made cuz I was still getting this error and still couldn't get the cap app to go thru. The rep said she deleted all apps that were lingering out there so I coukd just have one and to do it again. Call 6 was made cuz I still got the same error ststing I was a lifeline and acp customer already of truconnect. Call 7 made cuz I still couldn't get app go thru and I still kept running out of data. Call 8-11 in a condensed description..the rep fixed everything, wait 24-48 hours (I was told to wait 24-48 hours 3 different times. I waited thev24 hours 3 times) I was also told that lifeline didn't do their job by reolying to truconnect request (no idea what request they say they asked) so I told that truconnect SUOERVISOR that I was calli g lifeline to see whst the prob is. I dud. Lifelinevsaid they did what thet were to do on the day I originally made the call to get acp merged in my account. So that was a lie on your supervisor. I was also told by a truconnect SUPERVISOR that she did not do case work on Saturday so I woukd have to wait til Monday and call back. That supervisor was the most rude person. Again today I call and now the explanation is that nobody merged the lifeline and acp for my accou t. I have had to buy so much data because I have to have data to go to work. I hate truconnect and I'll immediately change once my month is up

Teri Ward

[protected]

I bought a *** cell phone directly from the TruConnect web-site for $59.00 after receiving it and setting it up and started using it I discovered the the phone is in fact defective, I always take a test photo to check the quality of the camera, the photo that I took was not in color at all but in black and white and blurry. Then I called *** to test out the phone his voice was muffled and I could barely understand him. I had to call back a couple of times to even be able to get a somewhat clear call. I called the phone number from the Truconnect web-site where I purchased the phone and asked to please receive a refund the rep I spoke with insisted that I should I return it for a replacement I told him I want a refund not a replacement, he was rude and uncooperative. at that point I asked to speak to a supervisor who also was no help he told me that I ordered the phone from a fake web-site and there had been no record of my order at all. I did not order form a fake website. And that if I do return the phone it would have to be at my expense this is unacceptable. *** am seeking a refund , I have also reached out to the bank that issued the debit card I purchased the phone from and filed a dispute with them. Right now I am temporarily using another phone with their sim card that I received free with the defective phone. Please help me get my money back, again *** cant afford to give money away. Enclosed please find proof of my purchase. Very Cordially Yours

on Augist 9, 2022 I went to a vendor station *** in re: an advertisement that if you recieve *** you could sign-up for a tablet and a mobile phone. Ater providing my government benifit, address, name and the last 4 of my social security number I realized that the representative was targeting low income communities and requing a *** fee for a free government phone. I told the representative that I wanted him to cancel the application and he replied that he did. About a week later I attempted to apply for a *** phone and was told that I have an account with True Connect ***. I contacted the *** and they confirmed that the representative submitted (2) applications in my name (BXXXXX-XXXXX) (BXXXXX-XXXXX) I filed a complaint with them that this is a scam and that these people have another vendor station set-up where they are charging people *** dollars and is-leading low income people that they are targeting and getting access to their personal information. The *** stated that they also will be conducting an investigation. They also confirmed that I do have an application on file where I qualified *** I informed them that this application is likely for *** when I submitted my application back in May 24, 2022 and to date have never gotten the discount credit they advertise for customers and that I do have a long-standing pending complaint on file. Please note that I never got a phone or tablet from True Connect *** and ask that a full investigation is launched.

has not processed my request for a refund. I have waited longer than the representatives told me that I would see a credit on my account. I wanted to use a *** phone service because I thought there would be no charge. I saw an ad for *** that stated I could get voice, texts, and 6 GB of data at no charge for a monthly plan. After selecting a phone that cost *** which I didn't mind at the time, I signed up for a 2 GB plan for my needs. I abruptly found out that data would not be free through this service, but this was already after I had clicked on the purchase icon. I was disappointed with this, but decided I would wait until the new phone arrived and then try to return the phone and cancel service. The purchase date was on 01/04 for the amount of *** It was purchased with my debit card. The order number with *** was XXXXXXX. My customer ID was XXXXXXX. When I received the phone, I did not open the package. I called *** customer care phone number and asked for a refund on the phone and cancelled my service with them. The agent told me all I had to do was send it back through the post office, but would have to pay for return postage. I sent it back that day. I have patiently waited since then. Today I called *** hotline again and was told I would have to wait 7-10 business days until my debit account would be credited with a refund. This is the exact thing I was told weeks ago. All I want is a refund for the *** I had spent on the phone and the 2 GB of data I have not used since I never opened the package with the phone or activate it. I also want to make sure my account with them is really cancelled. Thank you for your help in this matter.

I received an email this morning at *** listing the following: Hi ***, Thank you for submitting your TruConnect Lifeline and Affordable Connectivity Program application! We are reviewing your application to verify your eligibility. What's next? We're glad you asked. Account: Number:***. Our team is available Monday-Saturday 5:00 AM to 9:00 PM PST. Application Approval: Once your application is approved, you'll get your official welcome email with your order's tracking information and key information about your service. > Thanks for choosing TruConnect. We look forward to connecting you! I did not submit any application and have not done any business with this company. I called the 800 number listed in the email, they asked for my name and account number. I gave what was provided in the email and said I wanted this to be cancelled. They transferred me to a "supervisor," which is probably just a retention agent and they refused to cancel the account as I would not provide my birth date. I have been a victim of identify theft in the past. This company did not have the correct spelling of my name, so it is likely they didn't have my birth date correct anyway, and as I did not submit the application in question, I should not be asked for additional personal information. I assume this is a fraudlent account being created in my name, however, if this is a phishing scam, I am not going to provide additional personal information. Upon the agent telling me they would not cancel my account, I told them I would report this to the Complaintsboard.com, and they hung up. Thanks

On 9..17.2022 I ordered*** from Tru connect. It arrived on Thursday, 9..22.2022. When I activated it i noticed that it had data entry problems. I also had difficulty making outgoing and incoming calls. =================================================================== Before I ordered it, i was assured that the return policy was 30 days, and their warranty was 90 days. As I evaluated it, was experiencing 1). SMS messaging and MMS messaging problems 2) Unable to do basic cleanup and call history cache cleaning. 3) The phone did not respond to touchscreen attempts (back browser or Home button on the bottom. I updated the system software using a WIFI network, and did 2 factory resets. There was no improvement. I made several attempts to contact customer service on their chat line, and on their customer service line.. On the phone the wait time was unacceptable. I asked them to trouble shoot the phone over the chat line but they backed off. Because I was very dissatisfied with their phone, I finally asked to return the phone and get a refund for the entire amount of $96.98. They told me upfront when i ordered the phone that there was a 30 day return policy.. On the chat line however, the customer service representative told me to ship it back at my expense and if their technicians decided that the phone was acceptable to them they would return the original phone. They also had the option of sending out a replacement phone. I don't know how reliable they or their phones are and I told them i distrust them. Also, This cell phone according to their representative had a 90 day warranty period. However, their was no written warranty in the box or on their website. I told them by email that I needed it to register the cell phone on Visa card benefit services to double the warranty. to 6 months

I recently received a Lifeline phone from a vendor here in San Francisco from a company called Truconnect.upon bringing this phone home I noticed the phone was running very very hot so I couldn't even talk on it after three to five minutes. I brought it to an independent repair shop and just asked their opinion and they said the phone is running much too hot over 45° C it could be very dangerous to use the battery could explode causing serious injury to myself.I contacted truconnect customer service and they said I had to send the phone back to them at my expense which I shouldn't have to pay for. I told them they should at least send me a self-addressed mailing package postage paid and they refused. They will not send me a new phone until I send my old phone back. I explained to them I cannot wait for a new phone to be sent to me that they should send me a new phone and a means of sending back my old phone to them. I have very serious medical procedures going on and I cannot be without a phone for a month as they said it may take that long to get another phone to me. medical personnel will be trying to call me advising me of medical procedures coming up and appointments. this company is putting dangerous phones out there in the market. furthermore most of the lifeline companies will send you a phone before getting the defective phone back. as things are now I can only talk on the phone for about 2 to 3 minutes before it heats up too much perhaps causing the battery to explode and having Serious injury like 3rd degree burns I am perfectly willing to get their old phone back to them that I am using now as soon as I get a replacement phone I have already emailed their customer service got a reply for more information have not heard back from them. The phone # of this phone is *** and my acc with Truconnect is *** I will also be contacting consumer affairs here in SF.

I called because I had an issue with my billing cycle, I had the first representative LITERALLY try to misinform and mislead me. I asked to speak to a supervisor because of this, I had that supervisor try to tell me I was lying and changed the cycle dates myself They even tried to tell me the cycle dates wouldn't be able to be found in my phone system settings. They treated me as if I was a gullible child giving me ridiculous unacceptable answers without a solution and when I refused to accept those answers they begin to criminalize me and treat me as if my claims were never true to begin with. I had the supervisor Marco tell me my claims were "not 100% real" because he worked in phone companies for 5 years and KNEW I was doing something to cause my issues. Nearing the end of our call Marco told me he would file a technical support ticket so that I could have this issue resolved and instead he hung up on me. Obviously I called back to try to get my issue resolved as well as file a complaint about customer service so that could not happen to anybody else as I was on the phone for 40+ minutes, the second and final supervisor who I was speaking to, whose name I forgot, told me he would have the previous conversation looked into yet I would need to provide proof of my issue in order to have a technical support issue filed. I expressed my frustration with being treated like I was not telling the truth as opposed to just having my issues sent to a technical support team initially. The manager or supervisor I was speaking to at the time did not care, none of the representatives or supervisors I encountered had any customer care. I was given an apathetic apology by the last supervisor I spoke with, only to continued to be criminalized by that same person. Marco kept taunting me saying "since you have all day" etc I guess foreshadowing that he was going to hang up on me so that I would have to do the on hold process all

My details: *** My TruConnect information: Phone number *** Account number *** Customer ID number *** I applied for a free cellphone with talk, text, and internet service. I met the criteria of TruConnect and a phone was delivered. My brother in law helped me set it up. It worked for 1 month. I get reminders to use the phone for at least 1 call or text per month to keep my free account service active. The most recent reminder arrived on my brother in law's email 2 days ago, February 14, 2022. When I try to make a call or text, a no network connected notice pops up. I've tried calling customer care multiple times. They continually disconnect with answering following the automated sign in and waiting on hold processes. I've tried emailing them 3 times with no response. I have a heart condition! I need this free service! The Federal Government pays for this service with our tax dollars! I qualified for the program, I lived up to the terms that were provided to me, that is, until I lost service and couldn't make calls or texts! Presumably, this will lead to disqualification from the service because I am unable to make the 1 call or text per month to maintain an active account. My guess is that, because I applied, met the criteria of the free service program, and still am represented by a registered account number, that TruConnect will continue to be paid by the Federal Government. This is nothing less than fraud. My next complaints will be to Representative *** and Senator ***. They will be made in writing and by telephone using my brother in law's phone. Please reply in care of my brother in law's email address and cellphone number: *** (*** Thank you, in advance, for your attto this matter. It's unfortunate that companies like TruConnect take advantage of the most needy of our citizens to further their profitability at the taxpayer's expense.

I have had problems with truconnect since I have been in partnership with them through their *** program and their emergency broadband benefits program I got with them last year ever since it's been a disaster I have been told that I have free unlimited data next thing you know I've been paying for data they shut my service off because I decided to go to another company I chose to go to q Link wireless which I was with them before I went to truconnect because they actually have unlimited data unlimited talk unlimited text I wasn't selling out money every week because they are just snatching my data from me again on August 27th I decided to sign up to take my *** program to *** wireless on Tuesday August 30th my service gets shut off I can't even make a phone call now this is totally sad that I can't even make a phone call if I'm on the affordable connectivity program then that means from the government I am a disenfranchised individual who needs to be able to make phone calls they cut me off I don't even have the SIM card from *** wireless as of yet so now I'm not able to make phone calls at all their service is horrendous someone from the government needs to look into truconnect wireless *** and do something about their shady business practices the customer service Representatives absolutely don't help you they will hang up on you they're rude they curse they treat you so bad I implore anyone anyone who needs affordable connectivity program to bypass as a matter of fact run from truconnect wireless they are absolutely the worst wireless providers *** that has ever existed in the United States I know for a fact that the government did not make this program for it to be governed over as some type of tyranny someone please publish this give me someone to talk to because for them to cut my service off when I don't even have the SIM card is purely malicious and the FCC should look into them