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TruConnect Mobile, LLC complaints

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1149 South Hill Street, H-400
Los Angeles, CA 90015 | Get Directions

(855) 878-2666

http://www.truconnect.com

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Total Amount in Dispute:
$1,528.00

Total Amount Settled:
$186.00

Complaint Experience

70%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the company responded to and gave proper consideration to most complaints. However, one or more complaints are unresolved meaning the company failed to properly address the complaint allegations or their response was inadequate.

Complaint Closing Statistics

23 complaints against TruConnect Mobile, LLC closed in last 3 years.

Complaints	Type of response
2	Making a full refund, as the consumer requested
0	Making a partial refund
11	Agreed to make an adjustment
0	Refusing to make an adjustment
5	Refuse to adjust, relying on terms of agreement
5	Unanswered

23 complaints against TruConnect Mobile, LLC

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4/7/2024

RESPONSE: Complaint was not answered Amount in Dispute: $1,000.00 Amount Settled: $0.00

Customer Complaint

3/12/2024

I have applied for government service with the company called sage with is tru connect. In Oct 2023 downtown Dallas tx . One of the rep is using my phone. I never received it at all. He also trying to come by lady house. If you are hiring Danger people it is scary to give your information. I am going to report your company to the government. I want this service disconnect. I will also let the government you are charging a fee to get this service. Resolution Sought Cut my service off. Stop hiring homeless people and thrives.

2/26/2024

RESPONSE: Agreed to make an adjustment Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

1/31/2024

Tru Connect will not unenroll me out of their system I called the California lifeline program I as them to please unenroll me an also access wireless. This is stopping me from getting a phone and I talked to them over an over an they keep a ring like they took me out an haven't because when I call the acp California lifeline customer service number they see me in the system for Tru Connect an also access wireless so if you could please help me with this I sure would appreciate it Resolution Sought I would like them to take me out of the system from the acp program so I can get me a phone

Company Response

2/13/2024

2/13/2024 Re: Chantel Dear BCA Carrier Support: Thank you for reaching out regarding the complaint raised by Chantel. We want to assure you that we are currently investigating the issue and will provide you with our findings and any necessary next steps. We take customer concerns seriously and are committed to resolving them promptly. Your patience and cooperation are greatly appreciated. Regarding Chantel's inquiry about the California Lifeline ACP program and her inability to obtain a phone from any network at 333 E Washington St Stockton California 95203, as well as her status not being associated with any network, we understand the significance of her situation. We are actively looking into this matter as part of our investigation. If Chantel or anyone else needs assistance, our Customer Service Department is available Monday to Saturday from 5AM to 9PM PST and can be reached at 800.430.0443. At TruConnect, we maintain a steadfast commitment to compliance with all state, federal, and company policies. We apologize for any inconvenience caused and consider this matter closed. Best regards, Claudia Guerrero Director, Customer Support TruConnect Communications, Inc. Email:cguerrero@truconnect.com

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