TruConnect Communications Reviews (%countItem)
TruConnect Communications Rating
Address: 1149 S Hill St #400, Los Angeles, California, United States, 90015-2894
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+1 (214) 492-4795 |
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www.internet-go.com
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I have found this company to be repeatedly dishonest. In November, 2016 I purchased a MiFi unit that came with 1 GB of never expiring data. Now, when I had 800 MB left they changed their plans to expire every month. While I can understand this for future data purchases, they took it upon themselves to convert my never expiring data into expiring data and wiped it out. After elevating my complaint to the supervisor level, they offered to give me back 1 GB of data for an additional 30 days. While that 1 GB is 200 MB more than they stole from me by expiring the data, I will never use that much in 30 days. It is not the same thing as the original "never expiring" deal.
Previously, I had given them a second chance when they deactivated an old unit I had after they introduced, without notice, a new rule requiring usage every 60 days. How can I trust that if I purchase one of their new monthly plans they won't decide to convert it into a 15 day plan and wipe it out?
I've given them two strikes already. Unless they come up with a more satisfactory resolution I probably won't be giving them a chance at a third strike!
I have found this company to be repeatedly dishonest. In November, 2016 I purchased a MiFi unit that came with 1 GB of never expiring data. Now, when I had 800 MB left they changed their plans to expire every month. While I can understand this for future data purchases, they took it upon themselves to convert my never expiring data into expiring data and wiped it out. After elevating my complaint to the supervisor level, they offered to give me back 1 GB of data for an additional 30 days. While that 1 GB is 200 MB more than they stole from me by expiring the data, I will never use that much in 30 days. It is not the same thing as the original "never expiring" deal.
Previously, I had given them a second chance when they deactivated an old unit I had after they introduced, without notice, a new rule requiring usage every 60 days. How can I trust that if I purchase one of their new monthly plans they won't decide to convert it into a 15 day plan and wipe it out?
I've given them two strikes already. Unless they come up with a more satisfactory resolution I probably won't be giving them a chance at a third strike!
In October 2016 I purchased a wifi hotspot and 2gb of their "Forever Data" plan. Suddenly all my unused data is gone!
In October 2016 I purchased a wifi hotspot and 2gb of their "Forever Data" plan. Suddenly all my unused data is gone! They will not replace it! Agreement was that as long as I used at least 1MB of data every 60 days (I actually used at least 10MB every 30 days) the unused "Forever Data" had no expiration! Today when I went to
use my hot spot it only connected me to the Tru-Connect (Internet on the GO) site saying that I needed to purchase more data! Later I was able to log into their site using a wired (non wifi) connected PC and found my account balance was 0 GB! I called customer service and was told that their plans recently had changed and now it's $20 a month for 2GB that must be used every 30 days or you lose it! When I asked why I was never informed in any manner of the changes he had no answer. I asked for and was connected to a supervisor. I explained to him the problem and that I had an agreement from them that clearly stated that the 2GB of data I bought "never expires" and that I still had more than 1.9 GB of unused data still due me. He told me that was now all gone and I would have to purchase additional data to use the service. The old data plans were changed and they had the right to do that. Also, I was NOT entitled to any credit for the data I bought but never used and I could not get a refund for the now useless wifi hotspot I bought from them to use the service. When I informed him that this was blatant misrepresentation and a violation of their agreement/contract for their service in effect when I signed up, he said they had right to change it and there was nothing they can do!
restore my "lost" data balance (more that 1.9gb) with no expiration date on it (per the original agreement) OR full refund for the 1.9gb I didn't use and a refund for the now useless wifi hotspot!
Based on our review of Mr. account, the data plan that he purchased was depleted according to the Forever Data terms. Our updated policy for new data plan purchases expire in 30 days, but the Forever Data on Mr. account was under our previous policy stating it would not expire if at least 1 MB was used every 60 days. Our records indicate that Mr. did not use at least 1 MB for 60 days which caused the data to expire. We contacted Mr. to offer him a courtesy data credit of 1GB with our new 30 day expiration policy, but he stated it was not acceptable. Unfortunately, we would not be able to restore the expired Forever Data or process a refund.
(The consumer indicated he/she DID NOT accept the response from the business.)
In October 2016 I purchased a TruConnect Wi-Fi hotspot and 2GB of their "Forever Data" plan. Suddenly all my unused data (nearly 1.9GB) is gone! Agreement was that as long as I used at least 1MB of data every 60 days (I actually used at around 10MB every 30 days) the unused "Forever Data" had no expiration! Recently, when I went to use my hotspot it only connected me to the TruConnect (Internet on the GO) site saying that I needed to purchase more data! Later I was able to log into their site using a wired (non-Wi-Fi) connected PC and found my account balance was suddenly 0GB! I called customer service and was told that their plans recently had changed and now it's $20 a month for 2GB that must be used every 30 days or you lose it! When I asked why I was never informed in any manner of the changes he had no answer. I asked for and was connected to a supervisor. I explained to the problem to him and that I had an agreement from them that clearly stated that the 2GB of data I bought "never expires" and that I still had more than 1.9 GB of unused data still due me. He told me that was now all gone and I would have to purchase additional data to use the service. The old data plans were changed and they had the right to do that. Also, I was NOT entitled to any credit for the data I bought but never used and I could not get a refund for the now useless Wi-Fi hotspot. When I informed him that this was blatant misrepresentation and a violation of their agreement/contract for their service in effect when I signed up, he said they had right to change it and there was nothing they can do!
A few days after filing a complaint about the issue with the Revdex.com, another TruConnect Customer Service Rep called me to explain that what their previous Reps told me was incorrect. He explained that my unused data balance was cancelled due to fact that I "just missed" the required 1MB minimum usage during the past 60 days so my remaining unused data balance was removed from my account!! When I told him that I kept a log of when I used the service and that I went to the same internet locations each time and each session was at least 1MB usage he said his records say otherwise! Note that until several months ago, customers were able to log into the company's website and view their accounts exact DAILY data usage and remaining data balance. They cleverly removed that service and now all you can do is view your balance rounded to the nearest GB! The Rep offered as a solution 1GB of data added to my account that expires in 30 days! I told him that was unacceptable!
TruConnect = Terrible customer service & poor/deceptive business practices! Read the other complaints and reviews and draw your own conclusions! BUYER BEWARE!
TruConnect/Internet on the Go Customer Care Management has reached out to help resolve Mr. complaint, but we were unable to come to a resolution that was acceptable to Mr.. The Forever Data on Mr. account expired according to the terms and conditions of the plan he purchased. Our records indicate 1 MB of data was not used for 60 days and the data expired according to the Forever Data policy. Internet on the Go customers are able to monitor the remaining data and track usage to a 10th of a GB. Mr. account did not have enough usage to reflect an update in the remaining balance. We are willing to provide a courtesy credit of 1 GB as a gesture of good faith to allow Mr. to continue using his Internet on the Go account.
(The consumer indicated he/she DID NOT accept the response from the business.)
On 12/8/17, "***" (TruConnect Customer Service Supervisor) again called me in reference to my Revdex.com complaint and said he "wants to get the issue resolved". I took that to mean they realized their error or there might be some movement to a more equitable settlement on their part since in the previous call he told me all they could do was give me 1GB of data that expires in 30 days, which I rejected. He again stated that he re-investigated my account and stands by his initial claim that I did not meet the 1mb per 60 days rule and therefore I forfeited all my unused data (pre-paid 1.9+ Gb). I reiterated that according to my records and testing that his findings were impossible as I got on the internet via their system at least once a month, went to several websites (same ones every month as I always did with no problems meeting the monthly usage minimums in the past) and easily exceeded their 1mb per 60 day rule. He claimed that his records say otherwise but as a "courtesy" all they are willing to do is give me 1Gb of data that expires in 30 days! Same proposed "settlement" as he offered previously! I tried to negotiate with him (partial refund, extending the "courtesy" 1Gb over several months etc.). He made it clear there was no negotiating and no refunds (so much for his "wanting to get the issue resolved"). I told him his offer was the same as before and so was my answer: it was unacceptable! He then told me that he would reply to the latest Revdex.com communication to him what he just outlined to me. I terminated the call as it was obvious further discussion was futile.
Interesting to note, by their own admission (in their rebuttal of 12/8/17), the ability to monitor one's remaining unused data (which by the way was changed by them during the past year) is now to nearest 10th of Gb (that's 100mb). So how could a user possibly know if they used the required minimum of 1mb during their 60 day minimum usage period as it wouldn't show on the posted usage monitor unless they used more than 100mb? Also, as other reviews and complaints have stated, there are no warnings or notifications of any kind from TruConnect of any changes to plans/rates etc other than a posting somewhere on the TruConnect Website! Are users supposed to check TruConnect's website daily to make sure their plan's/rates/service haven't changed?
His rebuttal also failed to mention that the 1Gb of data they offered as a settlement would expire in just 30 days! Based on my needs/usage, there's no way I would use anywhere near 1Gb in one year let alone a month! Hypothetically, just maybe TruConnect's Internet On The GO - Forever Data Plan was not successful for them and they are just trying to quickly and quietly purge those on that plan?
My initial settlement request was for a full restoration of the 1.9+ Gb of data they wrongfully confiscated or a refund. If they were to restore all my lost data today, how can I be sure the same thing won't happen again (as it has for others as posted in their reviews/complaints)? It is obvious to me that TruConnect can no longer provide the level of confidence and service I require and I have since found another provider who can. I now will only accept as a settlement, a full refund for the 1.9+ Gb of unused data they seized plus a full refund for the now useless "Hotspot" I needed to buy from them to use their system (total refund of approx. $48).
As Mr. Khanh V. so aptly stated in his complaint of 12/28/16 against TruConnect (posted elsewhere on this Revdex.com website), "I think this policy is like daylight robbery. Many people filed complaints about this on other websites but nothing changed. Government should do something about this".
In October 2016 I purchased a wifi hotspot and 2gb of their "Forever Data" plan. Suddenly all my unused data is gone!
In October 2016 I purchased a wifi hotspot and 2gb of their "Forever Data" plan. Suddenly all my unused data is gone! They will not replace it! Agreement was that as long as I used at least 1MB of data every 60 days (I actually used at least 10MB every 30 days) the unused "Forever Data" had no expiration! Today when I went to
use my hot spot it only connected me to the Tru-Connect (Internet on the GO) site saying that I needed to purchase more data! Later I was able to log into their site using a wired (non wifi) connected PC and found my account balance was 0 GB! I called customer service and was told that their plans recently had changed and now it's $20 a month for 2GB that must be used every 30 days or you lose it! When I asked why I was never informed in any manner of the changes he had no answer. I asked for and was connected to a supervisor. I explained to him the problem and that I had an agreement from them that clearly stated that the 2GB of data I bought "never expires" and that I still had more than 1.9 GB of unused data still due me. He told me that was now all gone and I would have to purchase additional data to use the service. The old data plans were changed and they had the right to do that. Also, I was NOT entitled to any credit for the data I bought but never used and I could not get a refund for the now useless wifi hotspot I bought from them to use the service. When I informed him that this was blatant misrepresentation and a violation of their agreement/contract for their service in effect when I signed up, he said they had right to change it and there was nothing they can do!
restore my "lost" data balance (more that 1.9gb) with no expiration date on it (per the original agreement) OR full refund for the 1.9gb I didn't use and a refund for the now useless wifi hotspot!
Based on our review of Mr. account, the data plan that he purchased was depleted according to the Forever Data terms. Our updated policy for new data plan purchases expire in 30 days, but the Forever Data on Mr. account was under our previous policy stating it would not expire if at least 1 MB was used every 60 days. Our records indicate that Mr. did not use at least 1 MB for 60 days which caused the data to expire. We contacted Mr. to offer him a courtesy data credit of 1GB with our new 30 day expiration policy, but he stated it was not acceptable. Unfortunately, we would not be able to restore the expired Forever Data or process a refund.
(The consumer indicated he/she DID NOT accept the response from the business.)
In October 2016 I purchased a TruConnect Wi-Fi hotspot and 2GB of their "Forever Data" plan. Suddenly all my unused data (nearly 1.9GB) is gone! Agreement was that as long as I used at least 1MB of data every 60 days (I actually used at around 10MB every 30 days) the unused "Forever Data" had no expiration! Recently, when I went to use my hotspot it only connected me to the TruConnect (Internet on the GO) site saying that I needed to purchase more data! Later I was able to log into their site using a wired (non-Wi-Fi) connected PC and found my account balance was suddenly 0GB! I called customer service and was told that their plans recently had changed and now it's $20 a month for 2GB that must be used every 30 days or you lose it! When I asked why I was never informed in any manner of the changes he had no answer. I asked for and was connected to a supervisor. I explained to the problem to him and that I had an agreement from them that clearly stated that the 2GB of data I bought "never expires" and that I still had more than 1.9 GB of unused data still due me. He told me that was now all gone and I would have to purchase additional data to use the service. The old data plans were changed and they had the right to do that. Also, I was NOT entitled to any credit for the data I bought but never used and I could not get a refund for the now useless Wi-Fi hotspot. When I informed him that this was blatant misrepresentation and a violation of their agreement/contract for their service in effect when I signed up, he said they had right to change it and there was nothing they can do!
A few days after filing a complaint about the issue with the Revdex.com, another TruConnect Customer Service Rep called me to explain that what their previous Reps told me was incorrect. He explained that my unused data balance was cancelled due to fact that I "just missed" the required 1MB minimum usage during the past 60 days so my remaining unused data balance was removed from my account!! When I told him that I kept a log of when I used the service and that I went to the same internet locations each time and each session was at least 1MB usage he said his records say otherwise! Note that until several months ago, customers were able to log into the company's website and view their accounts exact DAILY data usage and remaining data balance. They cleverly removed that service and now all you can do is view your balance rounded to the nearest GB! The Rep offered as a solution 1GB of data added to my account that expires in 30 days! I told him that was unacceptable!
TruConnect = Terrible customer service & poor/deceptive business practices! Read the other complaints and reviews and draw your own conclusions! BUYER BEWARE!
TruConnect/Internet on the Go Customer Care Management has reached out to help resolve Mr. complaint, but we were unable to come to a resolution that was acceptable to Mr.. The Forever Data on Mr. account expired according to the terms and conditions of the plan he purchased. Our records indicate 1 MB of data was not used for 60 days and the data expired according to the Forever Data policy. Internet on the Go customers are able to monitor the remaining data and track usage to a 10th of a GB. Mr. account did not have enough usage to reflect an update in the remaining balance. We are willing to provide a courtesy credit of 1 GB as a gesture of good faith to allow Mr. to continue using his Internet on the Go account.
(The consumer indicated he/she DID NOT accept the response from the business.)
On 12/8/17, "***" (TruConnect Customer Service Supervisor) again called me in reference to my Revdex.com complaint and said he "wants to get the issue resolved". I took that to mean they realized their error or there might be some movement to a more equitable settlement on their part since in the previous call he told me all they could do was give me 1GB of data that expires in 30 days, which I rejected. He again stated that he re-investigated my account and stands by his initial claim that I did not meet the 1mb per 60 days rule and therefore I forfeited all my unused data (pre-paid 1.9+ Gb). I reiterated that according to my records and testing that his findings were impossible as I got on the internet via their system at least once a month, went to several websites (same ones every month as I always did with no problems meeting the monthly usage minimums in the past) and easily exceeded their 1mb per 60 day rule. He claimed that his records say otherwise but as a "courtesy" all they are willing to do is give me 1Gb of data that expires in 30 days! Same proposed "settlement" as he offered previously! I tried to negotiate with him (partial refund, extending the "courtesy" 1Gb over several months etc.). He made it clear there was no negotiating and no refunds (so much for his "wanting to get the issue resolved"). I told him his offer was the same as before and so was my answer: it was unacceptable! He then told me that he would reply to the latest Revdex.com communication to him what he just outlined to me. I terminated the call as it was obvious further discussion was futile.
Interesting to note, by their own admission (in their rebuttal of 12/8/17), the ability to monitor one's remaining unused data (which by the way was changed by them during the past year) is now to nearest 10th of Gb (that's 100mb). So how could a user possibly know if they used the required minimum of 1mb during their 60 day minimum usage period as it wouldn't show on the posted usage monitor unless they used more than 100mb? Also, as other reviews and complaints have stated, there are no warnings or notifications of any kind from TruConnect of any changes to plans/rates etc other than a posting somewhere on the TruConnect Website! Are users supposed to check TruConnect's website daily to make sure their plan's/rates/service haven't changed?
His rebuttal also failed to mention that the 1Gb of data they offered as a settlement would expire in just 30 days! Based on my needs/usage, there's no way I would use anywhere near 1Gb in one year let alone a month! Hypothetically, just maybe TruConnect's Internet On The GO - Forever Data Plan was not successful for them and they are just trying to quickly and quietly purge those on that plan?
My initial settlement request was for a full restoration of the 1.9+ Gb of data they wrongfully confiscated or a refund. If they were to restore all my lost data today, how can I be sure the same thing won't happen again (as it has for others as posted in their reviews/complaints)? It is obvious to me that TruConnect can no longer provide the level of confidence and service I require and I have since found another provider who can. I now will only accept as a settlement, a full refund for the 1.9+ Gb of unused data they seized plus a full refund for the now useless "Hotspot" I needed to buy from them to use their system (total refund of approx. $48).
As Mr. Khanh V. so aptly stated in his complaint of 12/28/16 against TruConnect (posted elsewhere on this Revdex.com website), "I think this policy is like daylight robbery. Many people filed complaints about this on other websites but nothing changed. Government should do something about this".
Cancellation of fundamental service policy used for obtaining customers
In 2013 I purchased an Internet-on-the-Go Mifi from Walmart for $99, based exclusively on the primary feature of the device: "forever data". Any data (purchased from Internet-on-the-Go at a premium price as "forever data") would last forever with no strings attached. Over the years the "forever data" became more expensive and the conditions changed to require data use every 90 days, then every 60 days, without any notice to customers. Many customers lost everything they purchased during this time based on complaints I've read online. The customer website, which had been very clear, also became cryptic, difficult to use, vague, and no longer provided specifics of data use amounts or dates. This was clearly an effort to deceive customers in my opinion, but I complied with their changes and continued to use my device as needed.
However, this month they have implemented an unprecedented and fundamental change to their business model: "forever data" no longer exists; all data now expires monthly according to the customer service representative I corresponded with on 10/17/17. I would never have purchased so much data if I'd known they would make such a change. I currently have over 6.0 GB of data, purchased at a value of approximately $120 in 2016. The change they have made to their terms makes this useless to me.
I want a refund for the data I purchased and have not used (over 6.0 GB) which is approximately $120. I have a screenshot showing the value paid in 2016 at nearly $130. I also ask that you notify your customers of this change to your terms; you have all of their emails and could easily broadcast a message to alert them. I understand you have the right to make changes without telling anyone, but please respect your customers and give them some warning about such a critical change.
Based on Mr. ***'s complaint, we have reviewed the account. Currently, Mr. still has the data that he purchased available. It has not been converted to the new policy in which data expires 30 days from the purchase date. Mr. can continue to use his data under the Forever Data terms. New data purchases expire after 30 days and this is clearly stated on our website when customers purchase new data top ups; we only changed our policy for new data purchases.
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response because other than this statement to me in the Revdex.com of San Jose website, there is no evidence that my plan is still backed by the company. The terms of use are gone from the public website and gone from the FAQ's within my account. How will I know when my terms change if they are not posted anywhere? Also, I clearly asked customer service "What are the terms of use to continue using my 6.0 GB of "forever data". Once every 60 days?" and they replied in writing "Our policy has been changed the data is no longer " forever data" will be a monthly data, if is not used will be lost."
In the FAQ under my personal account, the company now states: "When does my data expire? ... "Any data not used after 30 days will expire."
Therefore, there are only 2 acceptable responses: Either: 1) A refund of $117.00 for my over 6.0 GB of unused "forever data." Or 2) Clear answers to these questions:
1. What are the exact terms of use for my 6.0 GB of data?
2. How often do I have to use it for it to remain active?
3. How is data use metered by your company? Your terms use to state it is rounded to the nearest megabyte. For example, if I use 5.2mb in one session, how much data is used from my account?
4. How will I know if any of my terms change since you do not communicate changes to your customers?
I have never filed a complaint with the Revdex.com before, but this company cannot be trusted. Many customers have been ripped off by their mercurial and silent changes to terms.
Thank you for your help, Revdex.com of San Jose.
Below are the questions and answers to Mr. questions regarding his data.
1. What are the exact terms of use for my 6.0 GB of data?
The data is under the Forever Data terms. At least 1 MB of data must be used every 60 days to remain active.
2. How often do I have to use it for it to remain active?
At least 1 MB of data must be used every 60 days to remain active.
3. How is data use metered by your company? Your terms use to state it is rounded to the nearest megabyte. For example, if I use 5.2mb in one session, how much data is used from my account?
The way data usage is measured has not changed.
4. How will I know if any of my terms change since you do not communicate changes to your customers?
For current terms and conditions, please visit the Internet on the Go website. Customers can find our current terms and conditions at *** Customers making new data purchases are provided the current expiration terms.
Cancellation of fundamental service policy used for obtaining customers
In 2013 I purchased an Internet-on-the-Go Mifi from Walmart for $99, based exclusively on the primary feature of the device: "forever data". Any data (purchased from Internet-on-the-Go at a premium price as "forever data") would last forever with no strings attached. Over the years the "forever data" became more expensive and the conditions changed to require data use every 90 days, then every 60 days, without any notice to customers. Many customers lost everything they purchased during this time based on complaints I've read online. The customer website, which had been very clear, also became cryptic, difficult to use, vague, and no longer provided specifics of data use amounts or dates. This was clearly an effort to deceive customers in my opinion, but I complied with their changes and continued to use my device as needed.
However, this month they have implemented an unprecedented and fundamental change to their business model: "forever data" no longer exists; all data now expires monthly according to the customer service representative I corresponded with on 10/17/17. I would never have purchased so much data if I'd known they would make such a change. I currently have over 6.0 GB of data, purchased at a value of approximately $120 in 2016. The change they have made to their terms makes this useless to me.
I want a refund for the data I purchased and have not used (over 6.0 GB) which is approximately $120. I have a screenshot showing the value paid in 2016 at nearly $130. I also ask that you notify your customers of this change to your terms; you have all of their emails and could easily broadcast a message to alert them. I understand you have the right to make changes without telling anyone, but please respect your customers and give them some warning about such a critical change.
Based on Mr. ***'s complaint, we have reviewed the account. Currently, Mr. still has the data that he purchased available. It has not been converted to the new policy in which data expires 30 days from the purchase date. Mr. can continue to use his data under the Forever Data terms. New data purchases expire after 30 days and this is clearly stated on our website when customers purchase new data top ups; we only changed our policy for new data purchases.
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response because other than this statement to me in the Revdex.com of San Jose website, there is no evidence that my plan is still backed by the company. The terms of use are gone from the public website and gone from the FAQ's within my account. How will I know when my terms change if they are not posted anywhere? Also, I clearly asked customer service "What are the terms of use to continue using my 6.0 GB of "forever data". Once every 60 days?" and they replied in writing "Our policy has been changed the data is no longer " forever data" will be a monthly data, if is not used will be lost."
In the FAQ under my personal account, the company now states: "When does my data expire? ... "Any data not used after 30 days will expire."
Therefore, there are only 2 acceptable responses: Either: 1) A refund of $117.00 for my over 6.0 GB of unused "forever data." Or 2) Clear answers to these questions:
1. What are the exact terms of use for my 6.0 GB of data?
2. How often do I have to use it for it to remain active?
3. How is data use metered by your company? Your terms use to state it is rounded to the nearest megabyte. For example, if I use 5.2mb in one session, how much data is used from my account?
4. How will I know if any of my terms change since you do not communicate changes to your customers?
I have never filed a complaint with the Revdex.com before, but this company cannot be trusted. Many customers have been ripped off by their mercurial and silent changes to terms.
Thank you for your help, Revdex.com of San Jose.
Below are the questions and answers to Mr. questions regarding his data.
1. What are the exact terms of use for my 6.0 GB of data?
The data is under the Forever Data terms. At least 1 MB of data must be used every 60 days to remain active.
2. How often do I have to use it for it to remain active?
At least 1 MB of data must be used every 60 days to remain active.
3. How is data use metered by your company? Your terms use to state it is rounded to the nearest megabyte. For example, if I use 5.2mb in one session, how much data is used from my account?
The way data usage is measured has not changed.
4. How will I know if any of my terms change since you do not communicate changes to your customers?
For current terms and conditions, please visit the Internet on the Go website. Customers can find our current terms and conditions at *** Customers making new data purchases are provided the current expiration terms.
My location sharing on the phone blocks access to use the phone. Agent keeps asking me for credit card info and buy second phone......................
I ordered phone from tru connect. Turned it on and tried to use an app on the phone. Immediately the phone status kicks in and says that it is not sharing location. This programmed issue results in the call center manager by the name of "Minor" states to me that they really dont send out phones that work and he can guarantee another phone so give him credit card info to get a phone that is guaranteed. (Period)
Phone that is not blocked so they can order another phone on my credit card.
Due to the complaint received, TruConnect Communications, Inc. has reviewed Mr. interactions. Mr. signed up for LifeLine service with TruConnect and was provided a phone. The phone was activated after it was shipped and his plan included talk, text and data service. Mr. contacted TruConnect Customer Care to report issues using apps on the phone due to location settings. TruConnect C
ped to trouble shoot, but were unable to identify an issue with the service on the account. To help further trouble shoot, a ticket was opened with technical support. Mr. stated he did not want to receive a call back and has requested to disconnect his LifeLine service with TruConnect. We apologize for any inconvenience caused and consider this matter closed.
(The consumer indicated he/she DID NOT accept the response from the business.)
The complaint was mainly because of the time it took for the application and the time it took to receive the phone. Tru Connect sent me a broken phone and they were remotely resetting the phone constantly as I called them a minimum or 8 times concerning the phone and I participated in following their protocol for fixing issues. The time of one month to receive a broken phone taunted by their resetting is unheard of. The reason why after 8 phone calls caused me to cancel phone service and apply with another company. They never had a manager intervene after the first call. Having special needs people assisting me really affects my ability to understand where the manager is and is a barrier to having uninterrupted service.
TruConnect has cancelled Mr. Lifeline service with TruConnect. We have also worked with the California Public Utilities Commission to submit a request to allow Mr. to re-apply with a new provider. Mr. has been allowed to transfer to a new provider without waiting the standard 60 day port freeze period. We apologize for the inconvenience and consider this matter closed.
(The consumer indicated he/she DID NOT accept the response from the business.)
Truconnect without my authorization. Reopened my previous account that was cancelled. This caused my alternative current account with life wireless to be cancelled and now I have no phone service at all. Why did they close my current working account? The request was to initially not send out those types of phones. You cannot just continue to disobey customers by sending non working phones. That is the reason for the complaint. The complaint never says that I want yo reopen any account with truconnect. Previously these phones are not working and they never will. Now I am suspended through lifeline 2 months because lewis actions. He can't resolve what previously happened especially when the account is closed And consumer affairs in alerted if this problem. I need to speak to Revdex.com rep.
My location sharing on the phone blocks access to use the phone. Agent keeps asking me for credit card info and buy second phone......................
I ordered phone from tru connect. Turned it on and tried to use an app on the phone. Immediately the phone status kicks in and says that it is not sharing location. This programmed issue results in the call center manager by the name of "Minor" states to me that they really dont send out phones that work and he can guarantee another phone so give him credit card info to get a phone that is guaranteed. (Period)
Phone that is not blocked so they can order another phone on my credit card.
Due to the complaint received, TruConnect Communications, Inc. has reviewed Mr. interactions. Mr. signed up for LifeLine service with TruConnect and was provided a phone. The phone was activated after it was shipped and his plan included talk, text and data service. Mr. contacted TruConnect Customer Care to report issues using apps on the phone due to location settings. TruConnect C
ped to trouble shoot, but were unable to identify an issue with the service on the account. To help further trouble shoot, a ticket was opened with technical support. Mr. stated he did not want to receive a call back and has requested to disconnect his LifeLine service with TruConnect. We apologize for any inconvenience caused and consider this matter closed.
(The consumer indicated he/she DID NOT accept the response from the business.)
The complaint was mainly because of the time it took for the application and the time it took to receive the phone. Tru Connect sent me a broken phone and they were remotely resetting the phone constantly as I called them a minimum or 8 times concerning the phone and I participated in following their protocol for fixing issues. The time of one month to receive a broken phone taunted by their resetting is unheard of. The reason why after 8 phone calls caused me to cancel phone service and apply with another company. They never had a manager intervene after the first call. Having special needs people assisting me really affects my ability to understand where the manager is and is a barrier to having uninterrupted service.
TruConnect has cancelled Mr. Lifeline service with TruConnect. We have also worked with the California Public Utilities Commission to submit a request to allow Mr. to re-apply with a new provider. Mr. has been allowed to transfer to a new provider without waiting the standard 60 day port freeze period. We apologize for the inconvenience and consider this matter closed.
(The consumer indicated he/she DID NOT accept the response from the business.)
Truconnect without my authorization. Reopened my previous account that was cancelled. This caused my alternative current account with life wireless to be cancelled and now I have no phone service at all. Why did they close my current working account? The request was to initially not send out those types of phones. You cannot just continue to disobey customers by sending non working phones. That is the reason for the complaint. The complaint never says that I want yo reopen any account with truconnect. Previously these phones are not working and they never will. Now I am suspended through lifeline 2 months because lewis actions. He can't resolve what previously happened especially when the account is closed And consumer affairs in alerted if this problem. I need to speak to Revdex.com rep.
Poor Customer Service. Received a new LG phone, with a bad Sim Card. Called the company, talked to a supervisor, which was rude. Three weeks goes by and I have not been able to use the phone because I never received the new Sim Card. Unfortunately, I have to change company's. Lg phones are nice, however, it is not worth it if the company has poor customer service.
We apologize for the experience. When a customer is having issues using their phone, we will trouble shoot to help get the issue resolved. If we identify a problem with the SIM, we can send a replacement. We value you as a customer and would appreciate another opportunity to help get your issue resolved. We have left a message with a direct line to TruConnect Customer Care Management. You can also contact TruConnect Customer Care at 1-800-430-0443 or by dialing 611 from your TruConnect phone. Thank you and we look forward to speaking to you soon.
Poor Customer Service. Received a new LG phone, with a bad Sim Card. Called the company, talked to a supervisor, which was rude. Three weeks goes by and I have not been able to use the phone because I never received the new Sim Card. Unfortunately, I have to change company's. Lg phones are nice, however, it is not worth it if the company has poor customer service.
We were contacted by the customer due to issues with the SIM card for her phone. After troubleshooting, we needed to replace the SIM to help resolve the issue. We were unable to further assist as the customer ended the call. We do our best to keep customer support interactions helpful and professional. We apologize if the customer felt she was not treated that way.
Poor Customer Service. Received a new LG phone, with a bad Sim Card. Called the company, talked to a supervisor, which was rude. Three weeks goes by and I have not been able to use the phone because I never received the new Sim Card. Unfortunately, I have to change company's. Lg phones are nice, however, it is not worth it if the company has poor customer service.
We apologize for the experience. When a customer is having issues using their phone, we will trouble shoot to help get the issue resolved. If we identify a problem with the SIM, we can send a replacement. We value you as a customer and would appreciate another opportunity to help get your issue resolved. We have left a message with a direct line to TruConnect Customer Care Management. You can also contact TruConnect Customer Care at 1-800-430-0443 or by dialing 611 from your TruConnect phone. Thank you and we look forward to speaking to you soon.
Poor Customer Service. Received a new LG phone, with a bad Sim Card. Called the company, talked to a supervisor, which was rude. Three weeks goes by and I have not been able to use the phone because I never received the new Sim Card. Unfortunately, I have to change company's. Lg phones are nice, however, it is not worth it if the company has poor customer service.
We were contacted by the customer due to issues with the SIM card for her phone. After troubleshooting, we needed to replace the SIM to help resolve the issue. We were unable to further assist as the customer ended the call. We do our best to keep customer support interactions helpful and professional. We apologize if the customer felt she was not treated that way.
They billed my credit card without my knowledge for $*** for internet service of which I was unaware for 2 months until I got my statement.
I started using Internet-On-The-Go on 12/31/2016 until 3/1/2017 when I received my credit card bill which included $29 charges almost daily for a total of about $***. I immediately called TruConnect Mobile, LLC and asked for documentation of the usage for which I was being charged. I was told it would be provided in 24 to 48 hours. After that time I notified my credit card company (Citibank) and filed a dispute. Since then I have received some credit based on the dispute but still with no information to justify the charges. Needless to say I stopped using their services.
Because I need internet service while I was traveling, I called to get service reinstated and paid $29 on 4/14/2017 for service and emphasized that it would not be renewed without prior notification so I could monitor the usage. Since then I have called a number of times to get the service activated to no avail. Last week I called to have my $29 refunded and was told it would take 24 to 48 hours. Today I received an email to reset my device. It became more than obvious that one cannot believe anything they say! I called TruConnect and again told them I wanted a refund of my $29 and I was told it would take a week to 10 days. I then called Citibank and filed another dispute to get my $29 refunded since my device had not been activated for internet service. Because of my previous dispute and description of problems they said they would not allow any more charges to my card from TruConnect.
It is my opinion the TruConnect is a best totally incompetent as an internet provider and at worst a fraudulent company!
To provide exactly the amount of Gigabytes used between 12/31/2016 to 3/1/2017 and to refund any and all charges for any usage not documented in writing.
After receiving this complaint, we have reached out to the customer to provide the status on the account and charges. The account was enabled for auto-payments from the customer's card on file when the account was running low on data. Multiple charges were made as auto-payments. We were notified that the auto-payments were made in error and a request to refund the charges was made. Auto-payment was disabled and refunds for the original charges were submitted. Due to the charges disputed that were refunded by the customer's bank, the account was deactivated. After the deactivation, we reactivated the account at the customer's request. The account was set up for auto-payments a second time and multiple auto-payment charges were made. Due to the second dispute of charges submitted by the customer's bank, we have disconnected the account. Refunds for all disputed charges have now been submitted. We apologize for the experience. TruConnect/Internet on the Go considers this matter closed.
They billed my credit card without my knowledge for $*** for internet service of which I was unaware for 2 months until I got my statement.
I started using Internet-On-The-Go on 12/31/2016 until 3/1/2017 when I received my credit card bill which included $29 charges almost daily for a total of about $***. I immediately called TruConnect Mobile, LLC and asked for documentation of the usage for which I was being charged. I was told it would be provided in 24 to 48 hours. After that time I notified my credit card company (Citibank) and filed a dispute. Since then I have received some credit based on the dispute but still with no information to justify the charges. Needless to say I stopped using their services.
Because I need internet service while I was traveling, I called to get service reinstated and paid $29 on 4/14/2017 for service and emphasized that it would not be renewed without prior notification so I could monitor the usage. Since then I have called a number of times to get the service activated to no avail. Last week I called to have my $29 refunded and was told it would take 24 to 48 hours. Today I received an email to reset my device. It became more than obvious that one cannot believe anything they say! I called TruConnect and again told them I wanted a refund of my $29 and I was told it would take a week to 10 days. I then called Citibank and filed another dispute to get my $29 refunded since my device had not been activated for internet service. Because of my previous dispute and description of problems they said they would not allow any more charges to my card from TruConnect.
It is my opinion the TruConnect is a best totally incompetent as an internet provider and at worst a fraudulent company!
To provide exactly the amount of Gigabytes used between 12/31/2016 to 3/1/2017 and to refund any and all charges for any usage not documented in writing.
After receiving this complaint, we have reached out to the customer to provide the status on the account and charges. The account was enabled for auto-payments from the customer's card on file when the account was running low on data. Multiple charges were made as auto-payments. We were notified that the auto-payments were made in error and a request to refund the charges was made. Auto-payment was disabled and refunds for the original charges were submitted. Due to the charges disputed that were refunded by the customer's bank, the account was deactivated. After the deactivation, we reactivated the account at the customer's request. The account was set up for auto-payments a second time and multiple auto-payment charges were made. Due to the second dispute of charges submitted by the customer's bank, we have disconnected the account. Refunds for all disputed charges have now been submitted. We apologize for the experience. TruConnect/Internet on the Go considers this matter closed.
True connect has sellers that tell you one thing and the company tells you another I connected to a prepaid plan of $25 a month it was included with the purchase of the phone the seller told next month come to me and change it to the $10 a month because I made it clear that is the one I wanted not the $25 but she insisted it was included with the phone I fell for it now the say I have a balance on the phone and that is why now I can't connect the phone with no other company
Product_Or_Service: Apple /s4/$10 a month
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I want my phone cleared and for them to have better training to their sellers this is more like a rip off to me the sellers says to call the company the company says they don't know what the lady is talking about
TruConnect Mobile, LLC. has reviewed Ms. ***'s account due to the complaint filed. Initially Ms. purchased a TruConnect phone and activated service for $25 a month. After 1 month of service, Ms. contacted customer care to change her plan to a $10 plan. The service has recently been disconnected and the phone attached to the account is now available to use with a different provider. As a courtesy the balance on the account was waived. We thank Ms. for her business and consider this matter closed.
True connect has sellers that tell you one thing and the company tells you another I connected to a prepaid plan of $25 a month it was included with the purchase of the phone the seller told next month come to me and change it to the $10 a month because I made it clear that is the one I wanted not the $25 but she insisted it was included with the phone I fell for it now the say I have a balance on the phone and that is why now I can't connect the phone with no other company
Product_Or_Service: Apple /s4/$10 a month
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I want my phone cleared and for them to have better training to their sellers this is more like a rip off to me the sellers says to call the company the company says they don't know what the lady is talking about
TruConnect Mobile, LLC. has reviewed Ms. ***'s account due to the complaint filed. Initially Ms. purchased a TruConnect phone and activated service for $25 a month. After 1 month of service, Ms. contacted customer care to change her plan to a $10 plan. The service has recently been disconnected and the phone attached to the account is now available to use with a different provider. As a courtesy the balance on the account was waived. We thank Ms. for her business and consider this matter closed.
lifeline contract, sent bad phone and will not activate service.
I applied and after getting many calls during process because of the time it took receive proper government mail, pink envelope, they said I would be contacted when phone was sent. I never was I did get a bad phone in mail. It went from 80% battery to no powrr and turned off while I was filling out name and address on this site, about 5 minutes. I also called last Friday the 14th april, saying I had to wait for them call back thr lady on ohone could not help. To wait 36 to 48 hours, since then I tried calling and email, no response and I'm locked out from any other lifeline cause of them. Am I just used for them to make money while I have zero service and faulty phonee that does not stay on longer than 10 minuteS?
I want th.em to take this phone or I will dispose and immediate cancel of service so I can use a lifeline provider who actually performs the service promised and advertised. Without having to wait this locked out period. I will be filling a complaint with the california office as well. This company should lose any.right to sell lifeline service if tmhey are just paddinv their wallet while performing no service to the actual people in need.
TruConnect Mobile, LLC. has reviewed Mr. account and application based on the complaint received. We apologize if Mr. experienced issues with the device received. Customers can contact TruConnect customer care to report defective devices received and go over replacement options. TruConnect did not receive the completed verification documents from the California LifeLine Administrator needed to provide service. Mr. TruConnect LifeLine service application has been cancelled as we have received notification that he has resumed the discount with another carrier. TruConnect Mobile, LLC considers this matter closed.
I spent $29.99 On an Hotspot device. They sent me a broken device twice. Set them both back months ago since January! Its now April! I never got my refund. Called them many times over 30 times to give me back my money. They keep giving me the run around. Go I blasted the internet that I got ripped off. This company took my money and won't give it back. The products never worked. Tech support never called back. I sent these crappy products back, never got my refund of $29.99. I kept all of their emails.
Other (requires explanation) Refund I want my money back 29.00
submitted a complaint due to issues with her Internet on the Go wireless hotspot. TruConnect Mobile, LLC/Internet on the Go c
ped troubleshoot, but were unable to assist with her internet connection. After being unable to activate a replacement, Ms. returned the device and requested a refund. A refund request was processed for the device. After reviewing the request, a system issue was identified. The initial payment made by Ms. had not been processed. The refund did not return to the account because there was no payment received by Internet on the Go/TruConnect from Ms ***. Ms. can contact her financial institution to review the payment and process a refund from her bank if it was posted in error. TruConnect Mobile, LLC/Internet on the Go customer care management has attempted to contact Ms. to provide the resolution, but we were unable to contact her. We apologize for the inconvenience and consider this matter closed.
(The consumer indicated he/she DID NOT accept the response from the business.)
The company also sent a fake check. I kept all of their emails also. So now its internet check fraud they like being apart of. I tired to cash the $29.00 check at Walmart. And the check bounced. So now they are still lousy crooks! I still want my money I do have a lawyer that works with me on other cases. Looks like I have another case for him to work on.
We apologize for any difficulties you have experienced cashing the check. We have verified with our accounting department that the check is valid. To cash the check, please visit your nearest Chase Bank location. If you have any further questions, please contact TruConnect Customer Care.
(The consumer indicated he/she DID NOT accept the response from the business.)
s will keep ripping people off. These people can go straight to ***.its been over 7 months dealing with these thieves b
s. I will a wont believe anything these sorry lairs have to say. They are restarted and need the FBI involved mail fraud.
They sent me a fake check. I need real money just like I use when I thought I bought a working hot spot device.I kept all email and the fake check I tried to cash at Walmart, kept the Walmart receipt stating I couldn't cash the check. I hate these people. They all need to be arrested, these scam b