TruConnect Communications
reviews and complaints

I was given a Government phone that I unfortunately dropped after 8 months I talked with the original vender that I had gotten the phone from he suggested that I call TruConnect about another phone. Upon doing so the gentleman on the phone suggested that for 96.00 I could upgrade to a newer better phone so I did. I received the phone and proceeded setting it up but when I was doing that a phone call came in and the screen would not let me answer the call. I figured that it was because it was still setting up so I finished the set up and noticed that the touch screen was stuttering so I called for help. I was told to do a FACTORY RESET and was talked through the process but it didn't help after being hung up on several times or as I was told I lost network support. After five different people I finally got ahold of a girl *** and she gave me a RMA number and the address to send it to so I did just that. Only to wait another 8 days with no phone and get back in the mail the SAME PHONE in the SAME BOX with nothing done. I was to say the least upset so I called back and was told that the phone only has a 90 manufacturer warranty and it was out of warranty. I asked how was that possible when it had only been 3 weeks so I was told once again to send the phone back which I did. At my own expence again and after another 8 days I received the phone back and once again it was the SAME PHONE in the SAME BOX nothing done to it. So I called back and was put on hold as well as disconnected as LOST NETWORK and several other things. At this point I have notified my credit card company to dispute the charge for the phone so they maybe contacting me soon enough if there is any problem or you have any questions for me my number is included in this message thank you for your time and trouble in this matter but I have truly done all and more than I could to resolve this without involving your services but I am afraid I could not Thanks again yours truly ***.

In May I fell on some hard times and had some financial difficulty due to a recent divorce. With that, came no phone service and I had a three-year-old child. So in case of an emergency I thought a cell phone would be in everyone's best interest. I was advised that since I received snap assistance that I would qualify for a cell phone at no cost per month. Fast forward to January 2022. All of a sudden the phone kept saying no SIM card. There was in fact the same Sim card that came with the phone, in fact I didn't even know the back came off. After calling customer service they told me that the Sim card was "no good". In addition to that, I was advised that the phone is no good anymore I would have to order a new one from them and I would have to pay for it because it was out of warranty. Lol. I see what you did there. I had never been charged for anything. I requested a new SIM card. I did not receive the card for approximately a month. After downloading the TruConnect app I noticed in my recent charges that I was charged approximately $38 for a month of service. Prior to the phone messing up I had to add a bunch of data because for some reason it was being swallowed up. I went to see if I had anything left on it because as soon as I had made those purchases it stopped working. Convenient? That is when I spotted the charge, Upon calling seven or 10 different customer service representative that do not know what they were talking about or what I was talking about I spoke to a gentleman and he said they were going to investigate it and I need to call them back when they were done with it which makes no sense at all. They are very rude and they really do not know a thing. Sebastian and I talk to that I need to call him back when his investigation is over, Argued with me up and down but they did not do that and I don't have proof. That's when I asked for his email and instantly sent attachment as I did here. It's been a week. I clearly couldn't afford thi

This is the "CHAT" customer service I received on 9/16/2022: *** 03:39 pm my phone doesn't work it is broke. *** 03:42 pm My account number is ***; I was billed $53.33 and I was not supposed to billed anything because I am on Social Security Disabilty Medicade, and Medicare. I filled the application out and I was approved for free assistance. I have the e-mail confirmarion to show this fact. *** 03:56 pm Thank you ***, just to make sure, you pay $53.33 for the cell phone right? *** 04:00 pm Yes. That is what my account on YOUR web site states. On the Tru-Connect account page- my account page on your web site, it states I was billed $53.33. Actually, it states, "Unlimited Talk and Text and Data- $53.33. Then, it states, "Unlimited Talk and Text 4.5GB $53.33...It appears I was billed twice, $53.33, which comes to over $100? Please, clarify. *** 04:03 pm Thank you ***, Do you have the transaction number that you can provide to refund your money? because at the moment we do not have any payment transaction registered on your account with. *** 04:04 pm Please, look at my account on your web site. This is what it states. I could send you a screen shot if you like. I do not see any debit on my bank card as yet, true. I am very concerned about what I read on my account page "on your web site. *** 04:05 pm Please, explain why it states those charges on the account page on your web site. I need to understand what is going on; I am sure you can understand that. *** 04:07 pm Well ***, on this case on your state, Truconnect now is charge for the cell phones, for this new update that Truconnect added is to avoid any fraud actions for the customers that just apply to get a free phone, so the states that we charge for the cell phone is, TN, IN, LA SC, MO, WI and AZ *** 04:11 pm I beg your pardon. When I signed up I went under the "Life-line Government Plan" that connected me to Tru-Connect and

truconnect lifeline affordable connectivity program sent me a phone when opened the plastic inside the box was cracked and fractured in the corner with shards inside in order for this to occur a catastrophic impact had to occur hence the shards still being inside this could not have occured from the postman dropping it i requested a phone that has no damage the operator told me many stories that were obvious deceit so truconnect knew of the damage before sending and exploited abused a disabled customer i communicated initially and intentionally sent a catastrophic impact damaged phone to a poor person a lifeline acp customer because they wanted to steal from the government by providing a poor person with a damaged by truconnect bill the government force the poor to use the damaged so they can sell their damaged inventory off on the poor disabled helpless that can not defend ourselves and at the mercy of the company who profits from the government generosity abuses poor disabled and distributes damaged inventory that should be disposed of hence the operator going on and on with deceitful fables to manipulate a disabled poor person that it is healthy to use a damaged cellular phone "it does not matter of the government warnings that there are hazardous chemicals in the phone" "exposure when charging" "i have used a damaged phone with a cracked screen and i am fine" "i have been to the doctor to get checked and he says i am fine and there is nothing wrong i have no cancer or tumors you can not get cancer or tumors" you should request to listen to the conversation he went on and on to try to fool and convince me to use a damaged phone truconnect does not feel a disabled poor person deserves a new undamaged cellular phone because i am not paying for truconnect does not internalize that i am neglected abused bullied decieved cheated robbed brutalized attempted murdered assaulted back stabbed domestic violenced and am penniless and i do deserve a new cellular phone provided.

They just want to steal my money. I applied for service online since it said they were an accredited lifeline company. It said it had been approved and that a sim card would be sent to me. I received the sim card a week later and called caustomer service to ask them to port my number from a different company. They said they would start the process once I gave them my account number from the other company. I called back the next day after receiving my letter from California lifeline saying i was approved. They said they would send me a new sim card with my number once the porting process was completed. I received a new sim card a week later and tried to use it, but it didn't work. I called once again and they told me they would send me a new sim card since the one I had was faulty. I received that card on 6/20 and once again it didn't work. I spend 4 hours trying to call and kept getting hung up on by the reps. I also tried chatting and kept getting disconnected. One rep told me the only way to get my number to work was for me to buy a *** phone from them, that is not what was advertised on their website. On the website it says apply and get a free phone or just keep your own phone and we will send you a sim card. The last rep a chatted with on that day said he would create a ticket and that I should contact them back in 48 hours. I informed him that if I put my girlfriend's sim card (from truconnect) into my phone it works so there is no need for me to buy a phone from them. Today I called in and they said my account had been closed per my request. I told the rep I never asked to have my account closed. So he said ok, I can have you reapply and we just need to charge you a *** porting fee. I asked why I would have to pay a porting fee if I'm trying to keep my service with you. The rep said that's how the system works. He then put me on hold and said my account had been closed because my lifeline was not approved. I told him I had received my letter saying I was approved. He advised me to call lifeline and see what was going on with my account. He said I could call them after I fixed my issues with lifeline and then pay *** to get my number back. I understand that lifeline allows one to get a discount on services and in this case it is free cellphone coverage. I don't appreciate the lack of customer service and the fact that the reps make you feel bad for having applied for the program. Not only did I loose my number that I have had for the last 5 years, but now I have to feel ashamed of applying for such services.

Phone from company doesn't work. Unable to get issues resolved and they won't let me return the phone for refund. I ordered a Nuu A5L phone from Truconect on *** It arrived in the mail on *** however I was out of town, so I did not activate it until *** The phone worked fine for about a week. Then I started having trouble with dropped calls and rarely having service. After a couple of weeks I would say at least *** of the time when I wanted to use the phone it showed no connection/ emergency calls only. Due to being isolated for COVID and not having internet service at home I was not able to deal with the issue until *** That day I was able to do a chat with a customer service person. After some trouble-shooting, he determined that I needed a new SIM card. He put in the order, but I did not receive the SIM card until December 13. From what I could tell when checking the tracking, the SIM card didn't reach the first USPS facility until a week or more after it was ordered. The new SIM card did not solve the problem. It seemed a little better at first, but then I was back to almost never having service. I called customer service. The representative had me do some trouble-shooting which again did not solve the problem. He said he was putting in a ticket with their technical people. I thought he said that I was to call back in *** but he must have said they would be calling me. I received a call a couple days later. I had to listen to the message *** because I couldn't understand who it was from. I heard "This is ______ from ? clinic. Please call back when you get his message." I could not figure out what clinic was calling me and was sure it wasn't from any clinic I was associated with, so I did not return the call. Then a few days later I got another call and realized it was from Truconnect. This was right before Christmas so I did not try calling until after the holiday. When I called the number that I was given in the phone message, I was connected with their regular customer service. The person had me do more trouble-shooting. I ended up getting disconnected and called right back. I got a different customer service representative who had me try a factory reset which didn't help and other troubleshooting with the SIM card. Then she wanted me to try putting the SIM card in another compatible device. The only other device I had was the tracfone that I was talking on - which I don't even know was compatible. But I ended the call with her and tried it. It did not work. I called customer service again and explained how I had missed several calls from their technical people, but he said there was no way he was able to connect me to them. He said he would put in another ticket for their technical people to get in touch with me. I haven't heard from them at all since then. Since I was not getting the help I needed by calling, I tried emailing. I'm submitting a transcript of the emails in a file below. By reading them you can see that they say they will be happy to assist me, but then don't address my issues at all. So I tried calling again, saying I want to return the phone and get a refund for the phone and the data I paid for but was unable to use because the phone wasn't working. She said their phones have to be returned in 30 days from when they are purchased. I explained that at the *** day point I was still thinking the issues would get resolved. She repeated that refunds for phones have happen within the first *** I asked if there was a superior that I could talk to and she said there wasn't. Along with not getting the help I needed from their customer service, it is frustrating to me that when I was unable to take the calls from the technical people, there was no way to contact them directly. And when I talked to the regular customer service people, they were not familiar with all that had been going on. I want to be able to return the phone for a full refund and feel I should also be reimbursed for the data I paid for but was unable to use.