Re: *** * *** *** *** *** ***
To Whom It May Concern:
On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint*** *** * *** has expressed his dissatisfaction with
our cancelation policy
We appreciate the opportunity to respond to *** * *** complaint and have completed an audit of his GreatCall account
Our records indicate that we received payment by check, #***, on 5/26/Such payment reflects service availability from 5/20/through 6/19/We show that *** * *** phone number was transferred to a new service provider on 6/1/Because of the recorded usage on the phone, we are unable to grant his request for a refund of the monthly service feePer the Terms and Conditions enclosed with the phone, service can be canceled at any time; however the customer is responsible for the remainder of the billing period
We apologize for any inconvenience this situation may have caused
Best Regards
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,*** *** First for my rejection of Greatcall's letter: Greatcall said they refunded most of the money owed to me on September 16, As of 7:PMon September 18, there are zero credits refunded to my charge account and was told by a Representative that there were zero pending transactions to my charge accountWhat is Greatcalls problem ? Also I want Greatcall to add to their settlement letter that the one-time courtesy refund is not contingent upon my returning the cell phone before I receive their full refund to my *** *** AccountI also need for Greatcall to add to their settlement letter that my refund is not contingent upon their examining the cell phone to "deem" it in a "as-new" condition I do not trust their company and do not trust their word as has been proven to me by their past actions. Thank you*** ***
Re: *** ***_ Account ***_Revdex.com Complaint #***
To Whom It May Concern:
On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the
above-referenced complaint
*** *** *** has expressed dissatisfaction with GreatCall's billing policyHe has requested that GreatCall prorate its services and only charge for services rendered
We appreciate this opportunity to respond to *** *** complaint and have completed a review of his accountWe have determined that his account was established on 01/26/with the online activation of a JitterbughandsetDuring the activation process, *** *** selected our Basic-plan which includes airtime minutes per bill cycle, along with our MyCalendar, Voicemail ($3), Handset Replacement Option ($3), MyPhotos, and Brain Games value added servicesThe activation process was completed with *** *** $payment of the one-time service action fee ($25) and applicable taxes ($2.40)At that time of activation, our system applied courtesy airtime minutes to *** *** account and established a Monthly Bill Cycle Date
On 01/27/15, the first day of *** *** new bill cycle, an invoice was generated totaling $for services to be rendered between 01/- 02/The charges included the Basic-rate plan ($14.99), *** *** billable value added services [Voicemail ($3) and the Handset Replacement Option ($3)] and applicable taxes ($3.53)The courtesy airtime minutes previously applied to *** *** account were not used and rolled over into his new bill period
On 2/20/15 *** *** contacted Customer Service to inquire about the charges reflected on his 01/27/invoiceThe call was escalated to a supervisor who explained our billing policy and applied a courtesy credit totaling $to prevent further escalation of *** *** billing concerns
We regret any misunderstanding as the result of our billing policyAlthough GreatCall does not prorate its services, we wish to assure *** *** that GreatCall does not charge customers for services they will not receiveWe apologize for any inconvenience this situation may have caused and consider this matter resolved unless the Revdex.com has any further questions or requires additional information. If you have any further questions, please contact me
Best Regards
Re: *** *** Account ***_ File ***
To Whom It May Concern:
On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint*** *** *** has submitted a complaint
regarding the cancellation of services to which she was not subscribed to, nor was she listed as authorized to make such changes to the referenced subscription
We appreciate the opportunity to respond to *** *** complaint and have completed a review of the account listed under subscriber *** ***
Our records show that the account was established on 12/13/At this time, there was no indication given to GreatCall that the services should be billed to *** *** and as such, GreatCall billed *** *** directlyAt no time did *** *** communicate to GreatCall that any individual, other than herself, should be authorized to make changes to her services
GreatCall is obligated, under direction of the Federal Communications Commission, to protect a phone service subscriber’s account from unauthorized accessJust as if someone who had not been previously authorized to make changes to *** *** home or wireless phone service had attempted to request a disconnect, *** *** service provider would be obligated to obtain validation of the requestThe direction provided by the Federal Communication Commission does not allow for deviation from procedure based on age, gender or religion
On 3/22/2016, *** *** placed a call to our Customer Service to request cancellation of *** ***’s GreatCall accountOn this call, *** *** stated that her mother was unable to communicate her authorization at that time*** *** was correctly advised that she should submit a fully executed Power of Attorney to GreatCall so that we could honor her request for cancellation and the account remained open and active
On 3/31/2016, GreatCall received an email from *** requesting cancellation of the accountAlthough this email was not on file with GreatCall, we accepted in good faith that this email was coming from *** *** and on 4/1/2016, GreatCall responded to the email and asked the emailer to verify the account information so that the cancellation could be processed
GreatCall did not receive a response to authenticate that the request was valid and the account remained open and activeOn 4/18/2016, *** *** and *** *** called our Customer Service by phone and *** *** was able to validate the cancellation request as requiredThe account was closed on 4/18/
As a one-time courtesy, GreatCall has waived the monthly service charges of $which were generated on 4/17/The closing balance is adjusted to $26.93, which represents the service charges generated on 3/17/2016, which are considered to be due and payablePayment should be submitted to the below address and the GreatCall account number, ***, should be printed in the memo section of the check or money order:
GreatCall Payments
P.OBox
Carlsbad, CA
We apologize for any inconvenience this situation may have caused
Best Regards
Please see attached responseOur records indicate that Ms*** is unable to verify the security password required to gain access to the information she is requesting
Thank you,
GreatCall Customer Satisfaction
Re* *** *** * *** *** * *** ***
To Whom It May Concern:
On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint*** *** *** has submitted a complaint regarding an error message received
during the activation of a Jitterbug Flip handset
We appreciate the opportunity to respond to *** *** complaint and have completed a review of the account located, using his email address, for *** ***, account ***
Our records show that *** *** account was established on 4/11/2016, using our website, *** *** followed up with our Customer Service by phone after setting the account up on our websiteIf *** *** had attempted to activate the handset prior to the establishment of a GreatCall account, the activation would have failed and an error message would be shown on the display screen of the phone*** *** would have been prompted to call our Customer Service / Tech Support staff for assistance
Additionally, GreatCall wishes to clarify our hours of operation as there has been a change as of November The changes were made after reviewing call volume over a period of timeOur Customer Service is available every day between 5am and 9pm pacific time, our Technical Support is available everyday between 6am and 6pm pacific time, our 5Star Emergency Response is available hours and our Operator Assistance is available hoursWe have updated our marketing material so that any reference to our hours of operation are updated, but we understand that outdated materials may still be circulating
We apologize for any inconvenience this situation may have caused
Best Regards
Re: *** *** *** File *** To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaintMs*** was dissatisfied with the
cancellation process and would like a refund We appreciate the opportunity to respond to Ms*** complaint and have completed an audit of her GreatCall account Per GreatCall’s Customer Agreement, as stated in the User Guide, packaged with the phone and which can be found at our web page https://www.greatcall.com/legal/customer-agreement, and to protect account security, all cancellations must be processed over the phone GreatCall does not have a record indicating we received a letter from Ms*** requesting to cancel her service Our records show that Ms***’ called on 11/16/to cancel service and the service was cancelledA credit of $was applied to the account for the current invoice, dated 11/2/and a refund of $44.78, for the 10/2/invoice, back to her credit card Additionally, as a courtesy, we have credited one month of service, $45.00, to the credit card and this should post in 3-business daysThe balance on the account is now $and GreatCall considers this matter to be closed We apologize for any inconvenience this situation may have caused Best Regards
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved I do so against my better judgment since this company appears to make little effort to fully rectify consumer complaints In response to the noted complaints made by others on different platforms, I can only say that each one represents a loved one that stands a real chance of not surviving a catastrophic event I have seen complaints that have been unresolved and are months in length If this company can live with the knowledge that these unresolved complaints mean a loved one in peril, I sincerely hope they can sleep in peace
Regards,
*** ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,*** *** I had a cell phone replacement plan that I was charged for every monthI tried for weeks to get a hold of GreatcallI could never speak to a person, always told to call back at a later time they were busy
I want a refund of the money they took for a plan I could not use$and I did not have use of my phone
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Re: *** *** Account *** File *** To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaintMr*** is disputing the activation feeWe
appreciate the opportunity to respond to Mr***’s complaint and have completed an audit of his GreatCall accountGreatCall does not have contracts or cancellation fees, however, we do charge for activationA statement towards the bottom of each Jitterbug handset box reads: Plans and Services require purchase of a GreatCall device and a one-time setup fee of $Monthly fees do not include government taxes or assessment surcharges and are subject to change.Additionally, per GreatCall’s Customer Agreement, as stated in the User Guide, packaged with the phone and which can be found at our web page https://www.greatcall.com/legal/customer-agreement, there is a fee associated with beginning your service and there may be a fee associated with reactivating your service.We apologize for any inconvenience this situation may have caused.Best Regards
Re: *** ***_ Account ***_Revdex.com Complaint # *** To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaintWe appreciate the opportunity
to respond to this complaint and have completed a review of the GreatCall account being referenced by Ms*** ***Our records show that the account being referenced was established on 2/15/with Mr*** *** listed as the primary billing party (account owner) and with Ms*** *** listed as the party using the Jitterbug phoneTo date, Mr*** *** has not authorized any other individual to conduct business with GreatCall on his behalfBecause Ms*** *** has not been authorized to discuss the billing of this account, we are unable to respond with specific billing information through this forumShould Ms*** need access to this particular account in the future, then Mr*** *** should contact our Customer Service to verify the account security information, provide Ms***’s full name and designate a security password for her to verify on future callsWhile we cannot discuss the specific billing information, we can confirm that we made an attempt to notify the Jitterbug phone user of the potential overages on 1/1/2017, by sending an automated Usage Notification Call to the Jitterbug phoneOur records show that the individual who answered this courtesy call selected the option to opt-out of receiving future usage related callsIn addition to the above referenced automated call, a GreatCall representative attempted to reach Mr*** by phone on 1/18/We attempted both phone numbers on file for him and left a voicemail message advising him that he should follwith our Customer Service by phone, no later than 1/19/Our records indicate that Mr*** has not yet been in contact with our Customer Service and we recommend that he do so at his earliest convenience We apologize for any inconvenience this situation may have causedBest Regards
*** *** *** *** *** *** * ***
To Whom It May Concern:
On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint*** *** *** disputes the
evaluation of the Jitterbug Flip phone returned to GreatCall for a refund
We appreciate the opportunity to respond to*** *** complaint and have completed a review of his GreatCall account
Our records show that *** *** account was established on 5/7/On 7/12/2016, *** *** ordered a new Jitterbug Flip (serial number***) using a *** ending in *** The order tracking information shows that the package containing the phone was delivered on 7/13/On 8/3/2016, *** *** requested the cancellation of his Jitterbug Flip and placed an order for our previous flip phone model, the JitterbugThe package containing the phone was delivered on 8/9/*** *** was advised that the Jitterbug Flip must be returned in like-new condition with all the original components in order to qualify for a refund
On 8/8/2016, GreatCall evaluated the returned Jitterbug Flip and found that the phone was not returned in like-new conditionThe documentation on *** ***’s account shows that the phone was received with scratches to the external LCD screen and front casing of the phoneOn 8/29/2016, because the phone was not eligible for a refund, the Jitterbug Flip (serial number ***) was returned to *** ***The return tracking information shows that the phone was delivered to *** *** on 8/31/On 9/1/2016, *** *** *** placed a call to our Customer Service on *** ***’s behalf
At that time, *** *** was advised that the phone was returned to *** *** because it was not returned in like-new condition as required*** *** insisted on being provided the returns address again *** *** was provided the returns address and advised that our Customer Service could not guarantee a refund for a phone already found to be in used condition
GreatCall will make an additional attempt to return *** ***’s property (the Jitterbug Flip cell phone) to him, however, it we continue to receive the phone we will recycle it on *** ***’s behalfAlthough we cannot refund *** *** for the aforementioned Jitterbug Flip cell phone due to the condition in which it was returned, as a one-time courtesy, a $customer loyalty credit has been applied to *** ***’s account billingThe credit will be reflected on the next invoice generated after 9/11/
We apologize for any inconvenience this situation may have caused
Best Regards
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** *** I would accept the offer once I receive the refund but question how I will receive it and how long it will take I returned the unit UPS but wonder how they will know it is from me & how they will acknowledge receipt of the unit
Re: *** ***_ ***_ File *** To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint Mr*** *** wants a new replacement
phone. We appreciate the opportunity to respond to Mr*** complaint and have completed an audit of his GreatCall account Our records indicate that Mr*** account was established on 12/20/with the direct purchase of a Jitterbug phone. On 6/6/2017, Mr*** called Customer Service to order a new phone for his father. He paid $*** for the phone and *** for applicable taxes for a total of $*** The phone was sent via standard ground shipping for free, and it was received and activated on 6/17/2017. On 7/21/2017, Mr*** called Customer Service for assistance with the new phone which will not power on. After performing troubleshooting steps, the assisting Customer Advisor decided to send a replacement phone. On 7/26/2017, Mr*** called Customer Service and stated the replacement phone he received was not new, and that he wants GreatCall to replace it with a brand-new phone. On 8/*/2017, we contacted Mr*** and advised him that since he only had the new phone for a little over a month, that he should receive a brand new phone as a replacement Mr*** requested that we provide a credit on the account instead, since his father decided to use the replacement phone after all. Since Mr*** decided to keep the replacement phone, it was agreed on, and a credit of $*** was placed on the account which will be used towards future bills We apologize for any inconvenience this situation may have caused. Best Regards. Tell us why here
Re: *** ***_ Account *** *** ***To Whom It May Concern:On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaintMs*** is disputing her billing. We appreciate the
opportunity to respond to Ms***’s complaint and have completed an audit of GreatCall account. Our records show that Ms*** established her account on 12/8/with the activation of a retail purchased Jitterbug Flip phoneShe chose the Basic Health & Safety package with minutes and the Handset Replacement Options for a base price of $38.99, plus taxes and accepted recurring billing. On 3/23/2017, a usage notification was delivered to the cell phone, that stated “Hello, GreatCall, your wireless provider, would like to notify you that based on your current usage you have the potential to exceed your monthly minute allotment for the bill cycle ending on the 10thTo review your estimated usage, please, contact our friendly customer representative at 1-800-733-6632.” On 4/8/2017, GreatCall suspended service on the account due to excessive usage, we placed an outbound call to the cell phone and the two numbers on file for the billing contact, there was no answer on any of the calls and a message was left to contact GreatCall.On 4/10/2017, Ms*** called customer service to find out why her mother’s phone was not workingWe advised that the account was suspended for excessive usage and that the current amount for the overage was $Ms*** stated that she did not want us to charge anything to her credit card, to remove her from recurring billing and that she would have her mother mail a check for the overagesWe removed the recurring credit card and the account remained open. On 6/29/2017, Ms*** called to arrange payments for the overage feesWe advised that the balance due was $She disputed this amount stating that the account was disconnected in AprilWe explained that although the account was suspended, it was not canceled, we did however remove the recurring billing, per her requestMs*** stated that the phone was not being used and she did not feel that she owed money for no serviceWe placed Ms*** on a brief hold but the call dropped. The account was closed on 7/10/for nonpayment.As a courtesy, GreatCall has placed a credit on the account of $97.58, the two service fees for May and June and the current balance due for overages is $286.73. To arrange payments, Ms*** can call our Financial Service, 1-800-276-or a payment can be mailed to:GreatCall Inc.Financial ServicePO Box 4428 Carlsbad, CA 92018Additionally, once the balance is paid in full, the phone service can be restored, with no activation fee until 8/26/2017.We apologize for any inconvenience this situation may have caused.Best Regards
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. They are continuing to lie- an incredible behavior by the company! The only message they ever left me is today, February 24, and I am not interested in reopening the account, I request refund for the last month of service charges which I will follow till resolution
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
Re: *** * *** *** *** *** ***
To Whom It May Concern:
On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint*** *** * *** has expressed his dissatisfaction with
our cancelation policy
We appreciate the opportunity to respond to *** * *** complaint and have completed an audit of his GreatCall account
Our records indicate that we received payment by check, #***, on 5/26/Such payment reflects service availability from 5/20/through 6/19/We show that *** * *** phone number was transferred to a new service provider on 6/1/Because of the recorded usage on the phone, we are unable to grant his request for a refund of the monthly service feePer the Terms and Conditions enclosed with the phone, service can be canceled at any time; however the customer is responsible for the remainder of the billing period
We apologize for any inconvenience this situation may have caused
Best Regards
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,*** *** First for my rejection of Greatcall's letter: Greatcall said they refunded most of the money owed to me on September 16, As of 7:PMon September 18, there are zero credits refunded to my charge account and was told by a Representative that there were zero pending transactions to my charge accountWhat is Greatcalls problem ? Also I want Greatcall to add to their settlement letter that the one-time courtesy refund is not contingent upon my returning the cell phone before I receive their full refund to my *** *** AccountI also need for Greatcall to add to their settlement letter that my refund is not contingent upon their examining the cell phone to "deem" it in a "as-new" condition I do not trust their company and do not trust their word as has been proven to me by their past actions. Thank you*** ***
Re: *** ***_ Account ***_Revdex.com Complaint #***
To Whom It May Concern:
On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the
above-referenced complaint
*** *** *** has expressed dissatisfaction with GreatCall's billing policyHe has requested that GreatCall prorate its services and only charge for services rendered
We appreciate this opportunity to respond to *** *** complaint and have completed a review of his accountWe have determined that his account was established on 01/26/with the online activation of a JitterbughandsetDuring the activation process, *** *** selected our Basic-plan which includes airtime minutes per bill cycle, along with our MyCalendar, Voicemail ($3), Handset Replacement Option ($3), MyPhotos, and Brain Games value added servicesThe activation process was completed with *** *** $payment of the one-time service action fee ($25) and applicable taxes ($2.40)At that time of activation, our system applied courtesy airtime minutes to *** *** account and established a Monthly Bill Cycle Date
On 01/27/15, the first day of *** *** new bill cycle, an invoice was generated totaling $for services to be rendered between 01/- 02/The charges included the Basic-rate plan ($14.99), *** *** billable value added services [Voicemail ($3) and the Handset Replacement Option ($3)] and applicable taxes ($3.53)The courtesy airtime minutes previously applied to *** *** account were not used and rolled over into his new bill period
On 2/20/15 *** *** contacted Customer Service to inquire about the charges reflected on his 01/27/invoiceThe call was escalated to a supervisor who explained our billing policy and applied a courtesy credit totaling $to prevent further escalation of *** *** billing concerns
We regret any misunderstanding as the result of our billing policyAlthough GreatCall does not prorate its services, we wish to assure *** *** that GreatCall does not charge customers for services they will not receiveWe apologize for any inconvenience this situation may have caused and consider this matter resolved unless the Revdex.com has any further questions or requires additional information. If you have any further questions, please contact me
Best Regards
Re: *** *** Account ***_ File ***
To Whom It May Concern:
On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint*** *** *** has submitted a complaint
regarding the cancellation of services to which she was not subscribed to, nor was she listed as authorized to make such changes to the referenced subscription
We appreciate the opportunity to respond to *** *** complaint and have completed a review of the account listed under subscriber *** ***
Our records show that the account was established on 12/13/At this time, there was no indication given to GreatCall that the services should be billed to *** *** and as such, GreatCall billed *** *** directlyAt no time did *** *** communicate to GreatCall that any individual, other than herself, should be authorized to make changes to her services
GreatCall is obligated, under direction of the Federal Communications Commission, to protect a phone service subscriber’s account from unauthorized accessJust as if someone who had not been previously authorized to make changes to *** *** home or wireless phone service had attempted to request a disconnect, *** *** service provider would be obligated to obtain validation of the requestThe direction provided by the Federal Communication Commission does not allow for deviation from procedure based on age, gender or religion
On 3/22/2016, *** *** placed a call to our Customer Service to request cancellation of *** ***’s GreatCall accountOn this call, *** *** stated that her mother was unable to communicate her authorization at that time*** *** was correctly advised that she should submit a fully executed Power of Attorney to GreatCall so that we could honor her request for cancellation and the account remained open and active
On 3/31/2016, GreatCall received an email from *** requesting cancellation of the accountAlthough this email was not on file with GreatCall, we accepted in good faith that this email was coming from *** *** and on 4/1/2016, GreatCall responded to the email and asked the emailer to verify the account information so that the cancellation could be processed
GreatCall did not receive a response to authenticate that the request was valid and the account remained open and activeOn 4/18/2016, *** *** and *** *** called our Customer Service by phone and *** *** was able to validate the cancellation request as requiredThe account was closed on 4/18/
As a one-time courtesy, GreatCall has waived the monthly service charges of $which were generated on 4/17/The closing balance is adjusted to $26.93, which represents the service charges generated on 3/17/2016, which are considered to be due and payablePayment should be submitted to the below address and the GreatCall account number, ***, should be printed in the memo section of the check or money order:
GreatCall Payments
P.OBox
Carlsbad, CA
We apologize for any inconvenience this situation may have caused
Best Regards
Please see attached responseOur records indicate that Ms*** is unable to verify the security password required to gain access to the information she is requesting
Thank you,
GreatCall Customer Satisfaction
Re* *** *** * *** *** * *** ***
To Whom It May Concern:
On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint*** *** *** has submitted a complaint regarding an error message received
during the activation of a Jitterbug Flip handset
We appreciate the opportunity to respond to *** *** complaint and have completed a review of the account located, using his email address, for *** ***, account ***
Our records show that *** *** account was established on 4/11/2016, using our website, *** *** followed up with our Customer Service by phone after setting the account up on our websiteIf *** *** had attempted to activate the handset prior to the establishment of a GreatCall account, the activation would have failed and an error message would be shown on the display screen of the phone*** *** would have been prompted to call our Customer Service / Tech Support staff for assistance
Additionally, GreatCall wishes to clarify our hours of operation as there has been a change as of November The changes were made after reviewing call volume over a period of timeOur Customer Service is available every day between 5am and 9pm pacific time, our Technical Support is available everyday between 6am and 6pm pacific time, our 5Star Emergency Response is available hours and our Operator Assistance is available hoursWe have updated our marketing material so that any reference to our hours of operation are updated, but we understand that outdated materials may still be circulating
We apologize for any inconvenience this situation may have caused
Best Regards
Re: *** *** *** File *** To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaintMs*** was dissatisfied with the
cancellation process and would like a refund We appreciate the opportunity to respond to Ms*** complaint and have completed an audit of her GreatCall account Per GreatCall’s Customer Agreement, as stated in the User Guide, packaged with the phone and which can be found at our web page https://www.greatcall.com/legal/customer-agreement, and to protect account security, all cancellations must be processed over the phone GreatCall does not have a record indicating we received a letter from Ms*** requesting to cancel her service Our records show that Ms***’ called on 11/16/to cancel service and the service was cancelledA credit of $was applied to the account for the current invoice, dated 11/2/and a refund of $44.78, for the 10/2/invoice, back to her credit card Additionally, as a courtesy, we have credited one month of service, $45.00, to the credit card and this should post in 3-business daysThe balance on the account is now $and GreatCall considers this matter to be closed We apologize for any inconvenience this situation may have caused Best Regards
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved I do so against my better judgment since this company appears to make little effort to fully rectify consumer complaints In response to the noted complaints made by others on different platforms, I can only say that each one represents a loved one that stands a real chance of not surviving a catastrophic event I have seen complaints that have been unresolved and are months in length If this company can live with the knowledge that these unresolved complaints mean a loved one in peril, I sincerely hope they can sleep in peace
Regards,
*** ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,*** *** I had a cell phone replacement plan that I was charged for every monthI tried for weeks to get a hold of GreatcallI could never speak to a person, always told to call back at a later time they were busy
I want a refund of the money they took for a plan I could not use$and I did not have use of my phone
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Re: *** *** Account *** File *** To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaintMr*** is disputing the activation feeWe
appreciate the opportunity to respond to Mr***’s complaint and have completed an audit of his GreatCall accountGreatCall does not have contracts or cancellation fees, however, we do charge for activationA statement towards the bottom of each Jitterbug handset box reads: Plans and Services require purchase of a GreatCall device and a one-time setup fee of $Monthly fees do not include government taxes or assessment surcharges and are subject to change.Additionally, per GreatCall’s Customer Agreement, as stated in the User Guide, packaged with the phone and which can be found at our web page https://www.greatcall.com/legal/customer-agreement, there is a fee associated with beginning your service and there may be a fee associated with reactivating your service.We apologize for any inconvenience this situation may have caused.Best Regards
Re: *** ***_ Account ***_Revdex.com Complaint # *** To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaintWe appreciate the opportunity
to respond to this complaint and have completed a review of the GreatCall account being referenced by Ms*** ***Our records show that the account being referenced was established on 2/15/with Mr*** *** listed as the primary billing party (account owner) and with Ms*** *** listed as the party using the Jitterbug phoneTo date, Mr*** *** has not authorized any other individual to conduct business with GreatCall on his behalfBecause Ms*** *** has not been authorized to discuss the billing of this account, we are unable to respond with specific billing information through this forumShould Ms*** need access to this particular account in the future, then Mr*** *** should contact our Customer Service to verify the account security information, provide Ms***’s full name and designate a security password for her to verify on future callsWhile we cannot discuss the specific billing information, we can confirm that we made an attempt to notify the Jitterbug phone user of the potential overages on 1/1/2017, by sending an automated Usage Notification Call to the Jitterbug phoneOur records show that the individual who answered this courtesy call selected the option to opt-out of receiving future usage related callsIn addition to the above referenced automated call, a GreatCall representative attempted to reach Mr*** by phone on 1/18/We attempted both phone numbers on file for him and left a voicemail message advising him that he should follwith our Customer Service by phone, no later than 1/19/Our records indicate that Mr*** has not yet been in contact with our Customer Service and we recommend that he do so at his earliest convenience We apologize for any inconvenience this situation may have causedBest Regards
*** *** *** *** *** *** * ***
To Whom It May Concern:
On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint*** *** *** disputes the
evaluation of the Jitterbug Flip phone returned to GreatCall for a refund
We appreciate the opportunity to respond to*** *** complaint and have completed a review of his GreatCall account
Our records show that *** *** account was established on 5/7/On 7/12/2016, *** *** ordered a new Jitterbug Flip (serial number***) using a *** ending in *** The order tracking information shows that the package containing the phone was delivered on 7/13/On 8/3/2016, *** *** requested the cancellation of his Jitterbug Flip and placed an order for our previous flip phone model, the JitterbugThe package containing the phone was delivered on 8/9/*** *** was advised that the Jitterbug Flip must be returned in like-new condition with all the original components in order to qualify for a refund
On 8/8/2016, GreatCall evaluated the returned Jitterbug Flip and found that the phone was not returned in like-new conditionThe documentation on *** ***’s account shows that the phone was received with scratches to the external LCD screen and front casing of the phoneOn 8/29/2016, because the phone was not eligible for a refund, the Jitterbug Flip (serial number ***) was returned to *** ***The return tracking information shows that the phone was delivered to *** *** on 8/31/On 9/1/2016, *** *** *** placed a call to our Customer Service on *** ***’s behalf
At that time, *** *** was advised that the phone was returned to *** *** because it was not returned in like-new condition as required*** *** insisted on being provided the returns address again *** *** was provided the returns address and advised that our Customer Service could not guarantee a refund for a phone already found to be in used condition
GreatCall will make an additional attempt to return *** ***’s property (the Jitterbug Flip cell phone) to him, however, it we continue to receive the phone we will recycle it on *** ***’s behalfAlthough we cannot refund *** *** for the aforementioned Jitterbug Flip cell phone due to the condition in which it was returned, as a one-time courtesy, a $customer loyalty credit has been applied to *** ***’s account billingThe credit will be reflected on the next invoice generated after 9/11/
We apologize for any inconvenience this situation may have caused
Best Regards
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** *** I would accept the offer once I receive the refund but question how I will receive it and how long it will take I returned the unit UPS but wonder how they will know it is from me & how they will acknowledge receipt of the unit
Re: *** ***_ ***_ File *** To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint Mr*** *** wants a new replacement
phone. We appreciate the opportunity to respond to Mr*** complaint and have completed an audit of his GreatCall account Our records indicate that Mr*** account was established on 12/20/with the direct purchase of a Jitterbug phone. On 6/6/2017, Mr*** called Customer Service to order a new phone for his father. He paid $*** for the phone and *** for applicable taxes for a total of $*** The phone was sent via standard ground shipping for free, and it was received and activated on 6/17/2017. On 7/21/2017, Mr*** called Customer Service for assistance with the new phone which will not power on. After performing troubleshooting steps, the assisting Customer Advisor decided to send a replacement phone. On 7/26/2017, Mr*** called Customer Service and stated the replacement phone he received was not new, and that he wants GreatCall to replace it with a brand-new phone. On 8/*/2017, we contacted Mr*** and advised him that since he only had the new phone for a little over a month, that he should receive a brand new phone as a replacement Mr*** requested that we provide a credit on the account instead, since his father decided to use the replacement phone after all. Since Mr*** decided to keep the replacement phone, it was agreed on, and a credit of $*** was placed on the account which will be used towards future bills We apologize for any inconvenience this situation may have caused. Best Regards. Tell us why here
Re: *** ***_ Account *** *** ***To Whom It May Concern:On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaintMs*** is disputing her billing. We appreciate the
opportunity to respond to Ms***’s complaint and have completed an audit of GreatCall account. Our records show that Ms*** established her account on 12/8/with the activation of a retail purchased Jitterbug Flip phoneShe chose the Basic Health & Safety package with minutes and the Handset Replacement Options for a base price of $38.99, plus taxes and accepted recurring billing. On 3/23/2017, a usage notification was delivered to the cell phone, that stated “Hello, GreatCall, your wireless provider, would like to notify you that based on your current usage you have the potential to exceed your monthly minute allotment for the bill cycle ending on the 10thTo review your estimated usage, please, contact our friendly customer representative at 1-800-733-6632.” On 4/8/2017, GreatCall suspended service on the account due to excessive usage, we placed an outbound call to the cell phone and the two numbers on file for the billing contact, there was no answer on any of the calls and a message was left to contact GreatCall.On 4/10/2017, Ms*** called customer service to find out why her mother’s phone was not workingWe advised that the account was suspended for excessive usage and that the current amount for the overage was $Ms*** stated that she did not want us to charge anything to her credit card, to remove her from recurring billing and that she would have her mother mail a check for the overagesWe removed the recurring credit card and the account remained open. On 6/29/2017, Ms*** called to arrange payments for the overage feesWe advised that the balance due was $She disputed this amount stating that the account was disconnected in AprilWe explained that although the account was suspended, it was not canceled, we did however remove the recurring billing, per her requestMs*** stated that the phone was not being used and she did not feel that she owed money for no serviceWe placed Ms*** on a brief hold but the call dropped. The account was closed on 7/10/for nonpayment.As a courtesy, GreatCall has placed a credit on the account of $97.58, the two service fees for May and June and the current balance due for overages is $286.73. To arrange payments, Ms*** can call our Financial Service, 1-800-276-or a payment can be mailed to:GreatCall Inc.Financial ServicePO Box 4428 Carlsbad, CA 92018Additionally, once the balance is paid in full, the phone service can be restored, with no activation fee until 8/26/2017.We apologize for any inconvenience this situation may have caused.Best Regards
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. They are continuing to lie- an incredible behavior by the company! The only message they ever left me is today, February 24, and I am not interested in reopening the account, I request refund for the last month of service charges which I will follow till resolution
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***