TruConnect Customer Service Issues

I requested a replacement phone around October 15, [redacted]. Although I decided I no longer needed it before receiving it, I refused the delivery and handed it back to the mail carrier. Despite this, when I inquired about the return, I was informed it hadn't been received. I disagree with the situation and feel neither I nor the post office should be held accountable. My main goal now is to receive a refund. I have even taken steps to file a claim with the California State Attorney General's Office. Additionally, I am exploring the possibility of hiring a lawyer to assist me in securing my reimbursement.

Hello, I am wondering why I need to use my SNAP card to fill out the application, as instructed by the seller online. I currently do not have internet service, so I'm confused about what went wrong. When I contacted your customer service, I was told that my application was incomplete. I submitted it again, and now my new Customer ID is [redacted] with Application ID B49[redacted]3. Please advise on what the issue might be, as I am feeling mentally blocked. Thank you. Best regards, E.W.

I recently inserted a Tru Connect SIM card into my phone and I used to be able to merge calls, but this feature is no longer working. Despite multiple attempts to contact Tru Connect over several weeks, I have not been able to resolve this issue. I was informed that the technical support department does not exist, and although customer service promised a supervisor would call me back, I have not received any response after waiting for over 4 hours. Different representatives have suggested removing the SIM card and turning off my phone, but the problem persists. Even a friend with Tru Connect is experiencing the same issue with call merging. I was informed it's not the SIM card causing the problem. My phone worked fine with call merging before the SIM card was inserted. The customer service responses seem scripted, and I feel like I'm getting the runaround without a resolution. This problem needs urgent attention. Thank you.

I am a TruConnect customer using Lifeline service. Unfortunately, my LTE phone was stolen, so I reached out via email regarding this issue. However, I did not receive a response. I subsequently reapplied for service and ordered a replacement phone along with a broadband netbook. My main concern arose after successfully submitting the application. While attempting to fill out the form for additional free data and reaching the point of selecting a numerical pin, my current phone prevented me from entering any information further. My account number is [redacted]. I would appreciate it if someone could reach out to me regarding this matter.

I purchased a tablet from your company two weeks ago, but it stopped working. After speaking with a customer service agent, they instructed me to send it to the company's location in Los Angeles, California, and assured me a replacement would be sent. However, I received a technical report that I couldn't interpret. I kindly request that you fulfill the replacement promise made to me. It has been three weeks since this process started, and I would appreciate receiving the replacement tablet as initially agreed upon. If sending technical information is necessary, please provide it in English so that I can understand it. Thank you for your attention to this matter.

I purchased a NUU phone from your store at [redacted] W. Francisquito Ave in West Covina about a month ago. Unfortunately, I have been experiencing problems with it ever since. Despite reaching out to customer service multiple times, I was advised to either exchange the device at the store of purchase or send it in for repair or replacement. Due to the 6-8 week timeframe for this process, I chose to return to the store last Saturday on December 18th. However, upon my arrival, I found the store closed. This inconvenience cost me time, money, and effort. I urgently require a new phone to replace this faulty one without further delays. Please contact me at [redacted] at your earliest convenience. Thank you for your prompt assistance.

I just got my TruConnect tablet, and it prompts me to insert a SIM card to activate it. The tablet came with a SIM card already inside, and there was no extra one in the box. I'm confused about what they mean by this requirement since there is no additional SIM card. I'm having trouble going online even though the tablet turns on and I added my contacts. Do I need to buy data for my TruConnect Tablet? I'm unsure about this and would appreciate your assistance. Thank you, S. Felts

Hello, I am having trouble with my TruConnect phone for the past 2-3 months. Whenever I try to make a call or send a text message, it does not go through. Even incoming calls do not connect. I wonder if I need a different SIM card for the 5G network. I recently purchased an unlocked Revvl 5 phone, so it's not an issue with the device. I need my phone to work for emergencies, but right now, it's not reliable. Can someone please assist me with this issue? Thank you.

I left Walmart and realized I couldn't find my Stratus phone with the number [redacted] in my jacket. I used Google's "locate my phone" feature, which indicated that my phone was still at Walmart. Upon returning and checking with security, the phone was nowhere to be found. I tried calling the number, but it seemed the phone was either switched off or out of battery. I'm in need of a replacement phone quickly, particularly because I have a housing voucher and need apartments I'm applying to be able to reach me. It's frustrating to face rejection constantly due to the high number of vouchers in circulation, but I'm trying to stay positive. Thank you.

I am Kayla Nichols, and I lost my UMX phone with the number [redacted] three weeks ago. When I contacted TruConnect, my calls either got disconnected, or I was put on a call back list without receiving an interview. It would be greatly appreciated if I could receive a new phone by mail. I can only be reached by mail now, so please send the phone to The Warehouse Church at [redacted] W. Church St., Visalia, CA [redacted]. Thank you in advance for your assistance.

I'm reaching out regarding my recent purchase of a new phone from your company. I encountered an issue while trying to activate it and port my number. I was advised to address this with the national verifier. I reached out to a lady named Lisa. My name is Michael W. Please contact me with guidance on the next steps. Thank you.

Hello, my name is Mr. Smith. I recently had my phone stolen, and I informed TruConnect about the situation. They mentioned they would send me a new SIM card and advised me to purchase an unlocked phone. I am unsure about the type of phone I should get to use with the SIM card as I am still waiting for it to arrive. I have a couple of questions. Firstly, will I get the 12GB data increase on the phone or just the 4GB data? Secondly, I received my new tablet but have been unable to reach anyone for assistance on setting it up over the phone. Lastly, I am currently using a friend's phone to communicate. Will there be a way for me to contact someone at TruConnect for help with my devices?

My phone service was unexpectedly cancelled due to a transfer to Cintex Wireless which I did not authorize. This has left me unable to receive verification codes necessary for accessing my accounts, as they are sent to my number, [redacted]. I urgently require assistance in reactivating my old number on my new phone, a Stratus model, in order to regain access to my accounts. Your help in resolving this issue would be greatly appreciated. Thank you.

After multiple delays, I finally received a Cloud Stratus C5 cell phone from TruConnect, but it wouldn't charge. Despite several attempts with their customer service, I was instructed to send it back for repair, leaving me without a phone for weeks. To stay connected with my medical providers, I borrowed money to buy a Nokia phone from TruConnect. However, I accidentally broke the screen. When contacting TruConnect for help, the representative was unhelpful and suggested buying a new phone. Understandably, the current situation with the pandemic may be putting stress on TruConnect's resources. My numerous calls for assistance have not yielded a solution. I hope TruConnect can address these issues promptly.

I had a TruConnect phone when I lived at [redacted] Southeast 8th Place, Silver Springs, Florida [redacted]. I recently moved to [redacted] Southeast 169th Terrace Road and need a replacement phone because the one sent initially seemed to have been lost or stolen. My previous Verizon service was too expensive with incorrect charges, and as a Social Security, food stamps, Medicaid, and Medicare beneficiary, I couldn't afford it, leading to its disconnection. Safelink provided me with a temporary phone during this time, but after it was damaged recently, I urgently need a new TruConnect phone at my current address. Living in a rural area and being permanently disabled, having a phone is essential for my safety. Despite trying to contact Safelink for help, I haven't been successful, so I kindly request that a replacement TruConnect phone be sent promptly. Thank you.

I have been trying to contact TrueConnect for two weeks now. Every time I manage to get through, the call gets disconnected halfway through. After my phone suddenly stopped working properly a week after arrival, I discovered defects with the front-facing camera and microphone. People on calls couldn't hear me, and there was tunnel hearing with them hearing themselves repeatedly. One customer service representative suggested removing the SIM card for a technical fix, but I had to call back from another phone to do this. It took me days to reach another person, and by then, my phone had completely stopped working. Today, a technician confirmed that the SIM card in my phone was not the correct one, which makes me suspect foul play. I'm asking for a replacement phone along with a new SIM card. I have missed out on two job opportunities because I couldn't be reached on my TrueConnect number. I urgently need a replacement smart Android phone with a SIM card included. Thank you, Amanda C. [redacted] (moms cell phone borrowed)

I ordered a Stratus C5 Elite white cell phone, but when it arrived, I received a gray Stratus C5 instead. The screen was badly scratched under the protective plastic. I tried using the phone with my SIM card, but the call quality was poor. Customer service instructed me to return the gray phone in a white box with all accessories, but I'm unsure about the shipping details. I paid for the return to Los Angeles as instructed, but I'm still waiting for my replacement phone. I hope my account notes reflect the situation accurately, so I can receive the correct Stratus C5 Elite white cell phone promptly.

I am experiencing an issue with my TruConnect phone where I am unable to access mobile data. The mobile data icon is showing as crossed out, and the message "Emergency calls only" is displayed. This problem has occurred suddenly as my phone was working fine before. Additionally, I have noticed that my account information is incorrect, with my first and last name being completely wrong. It is crucial for me to have a functioning cell phone, especially as I am pregnant and may need it for emergencies or important calls such as doctor's appointments or case management. I kindly request a prompt resolution to this matter. Thank you for your assistance.

My TruConnect mobile phone was stolen but now I have it back. Unfortunately, my Cloud mobile phone was reset and I don't know the previous pin that was used before the lock code was removed. I need help resetting the pin code so I can use my phone again. Your assistance in this matter is highly appreciated. Thank you very much!

I recently purchased a Trueconnect replacement phone for $90 because I lost the first free one. After charging the phone and correctly inserting the battery, every time I press the "power" button, the screen shows an error message about corrupted data. I have been trying to contact customer service to resolve this frustrating issue, but they were closed over the weekend. When I call during the week, I am either put on hold or disconnected. I would like either a functioning replacement phone or a refund for what I paid. Please assist me in resolving this. Thank you, Holly B. [redacted] (use husband's number to reach me). Just for your reference, the faulty phone number is [redacted]. Your help is greatly appreciated.