Cellcom

January 4, 2016Ms. [redacted]Trade Practice Consultant Revdex.com10019 W. Greenfield AveMilwaukee, WI 53214 Re: Complaint ID: #[redacted]Cellcom Account #[redacted]Mr. [redacted]
[redacted]
[redacted] Dear Ms. [redacted]We received your notice of...

complaint dated 12/28/2015, regarding Mr. [redacted] concerns with his bill and have looked into the facts surrounding the complaint.  Mr. [redacted] is a former employee of Cellcom’s parent company; Nsight. He is no longer an employee as of December 18, 2015. This is pertinent as it leads to the events surrounding Mr. [redacted]’s complaint. When an employee changes their employment status, we offer the options of: keeping Cellcom as their service provider, cancelling their service or transitioning their service to another provider. Mr. [redacted] elected to keep his service with Cellcom. Based on the way his account was set up at the time when his employment ended, we sent a quote on 12/7/2015 for 6 lines of service for $254.93 per month before taxes and fees. Mr. [redacted] responded with a request to cancel 2 lines of service and to add a line of service for a mobile broadband device that wasn’t previously on his account. This left 5 lines at $204.99 per month before taxes and fees. At this point, we were in agreement.On December 24, 2015, Mr. [redacted] decided to return his mobile broadband device and reactivate a residential broadband device, priced at $49.95 before taxes and fees, which would’ve raised the cost of his invoice estimate to $254.94 per month before taxes and fees. He added this line almost two weeks after we offered the original quote.   The first bill that was generated showed that Mr. [redacted]’s existing lines were being migrated from the employee plan to a sellable consumer rate plan. Due to the cost differences between his previous plan and the consumer plan, along with the standard month in advance billing and the addition of a sixth line of service, his invoice was higher than he anticipated. When Mr. [redacted] contacted Cellcom via chat, our representative “[redacted]” whom he references in the complaint, went to great lengths to adjust the bill in line with [redacted]’s expectations and provided credits totaling $58.22.  [redacted] then asked for a $30 credit for a credit card charge he claimed that he incurred due to the bill he received. At the time, [redacted] declined the credit request.We attempted to reach out to Mr. [redacted] several times by calling the phone number he provided in his complaint. The first call was placed on 12/31/15 at 11:24 AM. Mr. [redacted] answered the call and after a brief introduction on our end, he abruptly ended the call. A second call was placed later that afternoon at 1:49 PM. A third and final call was placed on January 4, 2016 at 8:39 AM, both with no answer. Cellcom takes pride in our ethical business practices and the accuracy of our billing and we respectfully disagree with Mr. [redacted]’s assessment of what he feels he should pay monthly for his services.  We are quick to take ownership of situations and work diligently with all of our customers to ensure they have the best experience. Cellcom has made reasonable attempts to open a dialogue with [redacted] regarding his concerns. With additional services purchased come additional costs and those are not being factored in [redacted]’s complaint. In good faith, on 12/31/15 we issued a credit for $30.00 to Mr. [redacted]’s account that covers the credit card charge he states he received in the complaint.  In addition his January bill will include additional offsetting credits due to the changes that were made to his account in December.  We ask Mr. [redacted] to call us should he have any questions on this bill.  Ultimately, it was Mr. [redacted]’s decision to change devices which increased his bill beyond the initial requested quote and we are simply complying with his request. Should Mr. [redacted] wish to cancel his residential broadband service, he is still within the 15 day return window through 1/7/16, without experiencing an early termination fee.  His bill will then be more in line with the rates he was originally quoted. Sincerely, [redacted]Director Customer Service1580 Mid Valley Dr.De Pere, WI 54115 ll us why here...

the response sent to Revdex.com is inaccurate. I did talk with cellcom on 2/13/17 and emailed them on 2/13/17 my written request to have this removed from my credit report per request from Joel in customer service. He indicated that they would be forwarding to the credit bureau and it would take up to 30 days to see it removed.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11972430, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Nicole [redacted]

April 4, 2016 Ms. [redacted] Trade Practice Consultant Revdex.com of Wisconsin 10019 W. Greenfield Ave Milwaukee, WI 53214   Re: Complaint #[redacted] Ms. [redacted]
[redacted]
[redacted]  [redacted]
[redacted] Dear Ms. [redacted] We received your notice of complaint...

dated 3/29/2016 regarding Ms. [redacted] billing and collection concerns and have looked at the facts surrounding this account.  Ms. [redacted] is the account owner and financially responsible party (FRP).  On 9/29/2011, we received a signed authorization form from Ms. [redacted] granting account access to Mr. [redacted].  This authorization form designated him as APC (Authorized Per Contract) on her account, entitling him to make changes up to and including adding or cancelling service. The first complaint Ms. [redacted] has is that she experienced billing issues and wasn’t provided any explanation for the charges. We reviewed our last conversation with Ms. [redacted] which was on October 14, 2015. We did answer all of her questions and provided specific information regarding her bill and associated charges. We received several calls from Mr. [redacted] and worked with him extensively on his billing questions.   Ms. [redacted] core concern surrounds Cellcom asking her to pay for Mr. [redacted]’s charges.   As stated earlier, Ms. [redacted] is the FRP on the account and therefore is liable for all charges incurred on the account.  Mr. [redacted] signed a 2 year contract on 06/09/14; over 2 years after he was made APC on Ms. [redacted] account.  On 12/20/15, Mr. [redacted] entered into a FLEX equipment agreement that spread the $665.00 retail cost of the Samsung Galaxy Note 5 he chose over a 24 month period. He was still authorized on the account and fully within the rights Ms. [redacted] had personally given him. Ms. [redacted] further expresses frustration that Cellcom will not enter into a “payment plan” with the parties involved. On 3/29/16 Mr. [redacted] requested “payment arrangements” which we were more than willing to do and a payment plan was established via our Credit and Collections Department.   However, if Mr. [redacted] does not follow through and make payments as agreed to, Ms. [redacted] is ultimately responsible for the outstanding account balance which as of 4/1/2016, is $820.89.  If she does not pay this balance or make arrangements to pay this balance, the account could be turned over to a collections agency.  Since receiving Ms. [redacted] complaint through the Revdex.com, we have reached out to her several times and have been unsuccessful in our attempts to speak to her.  We left messages providing a point of contact and direct number to call back.  We have not heard back from her yet and will continue to try to reach her.  Cellcom has operated in good faith; ethically complying with Ms. [redacted] express wishes. We have billed her for the equipment purchased and services rendered by the person she specifically authorized to complete just such a transaction.  Cellcom will happily answer any additional questions or concerns that Ms. [redacted] has.    Sincerely,   [redacted]
Director of Customer Service Cellcom [redacted]
[redacted]  [redacted]

November 29, 2016 [redacted]
Trade Practice Consultant Revdex.com of Wisconsin 10019 W. Greenfield Ave. Milwaukee, WI 53214   Re: Complaint# [redacted]   Dear Ms. [redacted] We received your notice of complaint dated 11/29/2016 regarding Mr. [redacted] concerns with his and his mother’s cellphone...

coverage, as well as his overall service experience with us.      We had been working with Mr. [redacted] and were going to agree to his request prior to receiving this complaint.  On November 29, we spoke to him again and advised him we are willing to void the flex agreements as long as he returned the equipment to us, in good working condition, by 12/8/16.  Mr. [redacted] agreed to this and was happy with the resolution.  Please let me know if you have any questions or need any additional information. Sincerely, [redacted]
Director of Customer Service Cellcom [redacted]
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

March 20,
2015
  
Ms. [redacted]...

[redacted]                                   ...⇄
Trade
Practice Consultant
RevDex.com
10019 W.
Greenfield Ave
Milwaukee,
WI 53214
 
Re:
Complaint ID #[redacted]
Cellcom
Account #[redacted]
Ms. [redacted]
[redacted]
[redacted]
 
Dear Ms.
[redacted] 
 We received
your notice of complaint dated March 16, 2015, regarding Ms. [redacted] and
have looked into the facts surrounding the complaint. 
 I will
address Ms. [redacted] points/concerns one by one: 
1)    1)   The phone was only covered under a one year
warranty:
a.      
Ms. [redacted] purchased her new Apple iPhone on
12/2/2013 with a one-year manufacturer warranty.  Warranties are provided by the manufacturers,
not Cellcom.  Her manufacturer warranty
expired 12/1/2014. 
2)   2) Pays for insurance monthly and was told she had
to pay $175.00 deductible on top of that to receive a refurbished phone. 
a.      
Ms. [redacted] brought her phone into our
Rhinelander location on 3/9/2015 because it had 
physical damage resulting in a “broken lens”
                                        ...⇄ /> i.     
Since it was out of warranty, she was advised by
our store personnel to consider filing an insurance claim with eSecuritel which
included a $175.00 deductible to get a
replacement device.
                                        ...⇄ /> ii.     
Other devices on this account had filed
insurance claims and thus paid the deductible. 
3)    3) Stated she took her broken phone to an “iPhone
Specialist” for a second opinion.  It was
there she claims she found out Cellcom had given her a used phone from the get
go.  She stated there were “pieces
missing inside” as well as a “used battery” not provided through Apple. 
a.      
Since we are an “Apple Certified” Repair Center,
we were able to verify within Apple’s system that:
                                        ...⇄ /> i.     
The device was sold to her on 12/2/2013 and was
new
                                        ...⇄ /> ii.     
Verified the first time the phone was activated
was on 12/2/2013, which was her purchase date
                                        ...⇄ /> iii.     
She did “not” bring her device to an “Apple
Authorized” store for the second opinion; she may have gone to an ‘unauthorized
repair dealer’ but we know she did not get advice from an ‘authorized’ Apple
representative.
b.     
Additionally our Cellcom records show:
                                        ...⇄ /> i.     
Ms. [redacted] had never brought her device into our
Cellcom Repair Center between the purchase date of 12/2/13 and 3/9/15.
                                        ...⇄ /> ii.     
According to our records as well as Apple’s
records, no one else was given this phone except Ms. [redacted].  She has been the sole owner since purchase on
12/2/2013 to 3/9/2015, at which time she was provided a loaner device from our
Rhinelander retail store. 
 As indicated
above we can verify that we did not sell Ms. [redacted] a used device or a device
that had missing parts and a used battery. 
We have verified she bought a brand new device on 12/2/2013. 
 At this
point Ms. [redacted] options are:
1.      1.  
Terminate her contract with us and pay the early
termination fee of $200.00 2.      
File an insurance claim with eSecuritel, pay the
$175.00 deductible and receive a replacement device 3.      
Purchase a new phone at retail price or activate
another compliant customer owned device
Additionally,
Ms. [redacted] has a “loaner phone” that is due back to Cellcom on 3/24/2015.  If not returned, a letter will be generated
on 3/25/2015 and she will be charged $299.95 one week after that letter goes
out.  If she returns the loaner within 60
days we will credit the full $299.95 back to her account.  She was made aware of the loaner policy at
the time we provided the device to her. Please let us know if there is anything else
you need.  
 Sincerely,
 
[redacted]
Director of Customer Service
Cellcom
[redacted]
[redacted]
[redacted]

I have been a costumer of Cell com for a lot of years. This past weekend We upgraded our Cell Phones at the store in Plover Wisconsin. The clerk somewhat fast talked Me into selling My phone in a buy back program. He left Me with the impression that there was a period of time to turn this around. We had to come back to make sure everything was on the up and up. They also had to clear the memory on my old phone.Today We got back to the store and had decided not to include My phone in the buy back program. My old Phone and the signed document we're on the counter in front of Me. I entered My password to clear the memory from My old Phone. I then advised the clerk that I had decided to keep My old Phone. He went to the office and talked to a store manager that told Me that I could not turn this around. Now this is totally Bad Business and left Me with a very Bad feeling toward Cell Com. I, up to this point, felt I had a very positive arrangement with Cell Com. I have talked to a lot of People over the years and have promoted Your Product. Unless something is done with this situation That will no longer take place. Thank You Mr. James Gaulke .

The Mycellcom page takes too long to update. My current usage shows me to be 24 minutes over but in actuality, I'm at least 302 minutes over. The difference would have been at least an additional $117. I was able to change to a different plan and avoided the additional charge by going to an unlimited plan.
Cellcom makes it easy to switch between plans but I found the mycellcom webpage very misleading and could have cost me lots of extra money if I wasn't vigilant.

Review: I called on 6/25/2014 to cancel my hot spot, they have a record of this. I do not recall but they said someone would call me next week to confirm this. I got a bill from them on 7/23/2014 for $23.06 for the hot spot charge it was never used from the time that I contacted them on 6/25. This charge is for the unit itself I guess, which I told them to stop on 6/25. They said they tried to contact me 2 times the following week and left 2 messages, I never received those messages and I told them that and they said they have a record of them sending the messages. The woman says "Well I will refund you$10.00 then" I think I should get my whole $23.06 back as I did tell them on 6/25 t0 disconnect the hot spot, and as of this letter to you I have still not even received the $10.00 credit to my credit card!Desired Settlement: To refund my $23.06 in full as I did contact them on 6/25

Business

Response:

August 26, 2014

Review: Our problem involves several issues with this unethical, horrible company. I told an employee named [redacted] at the Stewart Ave location in Wausau, WI in the summer (June or July) to cancel my plan and send the bill to collections. It was around $160.00, Now they are billing me for around $600.00. They have not explained the charges until today when we called them. The employee named [redacted] told me that the service had not been cancelled. I told her we did it months ago with [redacted] and she still wouldn't help us. I asked for a supervisor and she said there was none there and we had to deal with her. There should be no extra charges above the $160.00 that I owed in the summer.

Furthermore, and worse, is the way my boyfriend and I have been treated by this company. It started with [redacted] in the summer. We were polite and asking questions about our bill and he was extremely rude saying thins like, "That's how it is and it's not my problem." We then told him to cancel all service and send the bill to collections. He obviously did not do that. My boyfriend called Cellcom about how rude [redacted] was because I was in tears, and they blew him off and were rude to him as well. They didn't want to help us at all. Then today, we spoke with [redacted] after receiving our exorbitant bill, and she was extremely rude as well. As we were complaining about it, she hung up on us. We said nothing insulting to her. We called back and asked for a supervisor, but she said we had to deal with her. As we were explaining our frustrations about [redacted] dropping the ball and not taking care of the cancellation in the summer, she made more smart [redacted] comments, argued to no end with us, and even started laughing at us. Between her and [redacted], and anyone we've called, this company is by far the worst company we've ever dealt with. We have never in our lives been treated this badly by a company. The worst part is I even had to go to the hospital because this company caused me to have a breakdown and a serious anxiety attack. They caused extra medical expenses because of their actions.Desired Settlement: I doubt they will even do anything to right all the pain and suffering they have caused us, but we need them to adjust the bill and cancel everything effective June, when we told [redacted] to do it. Any charges since then need to be subtracted from the bill. They also need to make an additional credit to the bill to right the way they have treated us. Something like at least $200. It blows my mind that a company can treat someone the way we have been treated. They made me feel like a number, not a person. No other company has caused me to have to go to the hospital.

Business

Response:

Review: I checked with cellcom to find a better Internet service they said they have a good one and that it will work for me so I said to them no charge unless it works for me they agreed even the setup fee was waved.

It didn’t work keep on dropping when I called the support they told me That I’m out of the area and that they should not have give me this unit as it would not work.

Now I live 10 miles from this store but the next day I drove in and took the unit back the manager told me he checked on the notes left by the support and suggested that a special antenna would fix this problem

I went home and tried the ant. It worked better but still dropped I worked on moving it every possible place I could end result it didn’t work I had to keep rebooting it to get it to work at all.

My next trip to town now about 10 days I took it back got my money back but to my surprise received a bill from Cellcom 2 weeks later for $23.87 this is not acceptable as The store agreed that if it dint work good It would not cost me a thing.Desired Settlement: The store I got it thru was Oshkosh cellcome What I want Is all bills to be dropped this is wrong on there part as there was not to be a cost if it dint work

Business

Response:

Review: Wanted to file a claim to get a new phone because I have insurance. I have the Iphone 5 and the on/off button started to not function properly in June/July. I went in and asked them what I could do about it, and they told me not to worry about, just to use the home bottom to turn it on. They never mentioned anything about filing a claim or anything. Now the on/off button doesn't work at all, so if my phone goes to 0% percent battery and shuts off I have no way of turning it back on. The claim was denied because the problem didn't occur within 60 days, which I was never told of by Cellcom to begin with. This is very poor customer service on there part. I should be able to file a claim, due to wrong and no information on this.Desired Settlement: I want to be able to file a claim even though it is not within 60 days and pay less of a deductible. If they would have told me to do this in the first place, I would have done it right away, but as mentioned above they said nothing about a claim.

Business

Response:

Review: On 3-16-15 I realized that I was not receiving voicemail. I contacted Cellcom and within a half hour the problem was fixed.

Around 2-10-15 I moved my cellphone account onto my wife's plan in order to save money. My last voice mail was on that day. I feel Cellcom did not restart my voicemail data during this account shift. The person I dealt with, [redacted], said this was my fault because I let it go too long.

I didn't let it go too long. People call, and then don't leave a message, often. I was alerted to the problem by a person who came to my house and asked why I hadn't returned a call.

I missed 25 voicemail messages. !5 messages were people requesting my services as a plumber. This phone is a personal line, not business. I am a licensed plumber, but I work full-time as a funeral assistant.Desired Settlement: I would like these people to admit they screwed up. They hold us hostage for the length of a 2-year contract, and make it financially impossible to buy out. I would like to receive a month free of charge, and an apology.

Business

Response:

March 20,

2015

Ms. [redacted]

Trade

Practice Consultant

RevDex.com

10019 W.

Greenfield Ave

Milwaukee,

WI 53214

Re:

Complaint ID #[redacted]

Cellcom

Account #[redacted]

Mr. [redacted]

Dear Ms.

We received

your notice of complaint dated March 19, 2015, regarding Mr. [redacted] and

have looked into the facts surrounding the complaint.

Upon

reviewing Mr. [redacted] account and associated phone calls, our handling of his

concerns was poor in contrast to the level of service we strive to

provide. In an effort to resolve this

matter proactively and restore our relationship, we reached out to Mr. [redacted]

on March 19 to apologize and verify that his voicemail was working well. We offered Mr. [redacted] a two month credit for

his line which was $100. He happily

accepted our offer. Additionally, we

provided the direct extension of a team leader, should he have any additional

concerns. Mr. [redacted] was satisfied with

this outcome.

Please let

us know if there is anything else you need.

Sincerely,

[redacted], Director Service Center

Cellcom

Review: Cellcom insist that I owe $58.91 for my last month of service. I believe I have paid for all of the service that I received. I believe this as when I decided to quit the Cellcom internet service I called Cellcom and ask when I was paid thru, this was early July 2014, I was told July 22nd. Before the 22nd the equipment was disconnected and removed from service.Desired Settlement: Resolve dispute. Its not that I don't have the money to pay it that firmly believe I do not owe anymore for the service I received.

Business

Response:

Re: ID # [redacted] Mr. [redacted] Dear Ms. [redacted]: Thank you for presenting us with an opportunity to respond to [redacted] concerns. In reviewing [redacted] account, he did request service to be cancelled on July 22, 2014. We attempted to reach out to [redacted] that day and several times afterward to confirm and discuss with him. On August 12, 2014 we finally were able to speak with [redacted] to discuss this situation and cancel his service. We cancelled the service effective July 22 and he was not billed for any services afterward. The $58.91 was owed for service from June 23 to July 22 that was not paid. His last payment to Cellcom was on June 2, 2014 which was the May invoice for services May 23 to June 22. So therefore, we have been trying to collect this final amount owed. It has become increasingly clear that [redacted] doesn’t understand the timeline of payments made and bills received. He is firmly convinced that we are billing him for an extra month’s service. We realize that [redacted] is frustrated and have attempted to explain the charges to him on several occasions. Cellcom is committed to healing this relationship and parting on more amicable terms. Therefore, we have written off the $58.91. Additionally, we spoke to [redacted] on February 12, 2015 and explained that we were writing off the $58.91 and reiterated what that charge was for. He was very appreciative of the write off and our efforts to work with him on this. Sincerely, [redacted] Director of Customer Service Cellcom [redacted]

Review: Purchased a NEW iphone 5c from a Cellcom authorized dealer in Waupaca WI on 12/12/14.Phone starting acting strange within 2 mths.Took back to place of purchase, they would not do a factory reset. Took it to Appleton, they could not either so they kept phone for service. Was never called back. When I called to check on the status, they told me the phone had been tampered with by a "third party" thus voiding the Apple warranty. The phone was never taken anywhere besides a Cellcom authorized dealer store. They are willing to give us a used phone as replacement but the fact remains that the phone was never taken elsewhere for ANY type of work. In fact, five phones were purchased from the dealer in Waupaca within a four month time span but two of the BRAND NEW phones had a sticker on the phone when it came out of the box that said the branch office info on it.Are they marking some "new" phones for some reason? Apple told us the phone was not activated earlier than the purchase date, yet it is now my word that holds no bearing in the fact it was never taken elsewhere besides a Cellcom store. Many Cellcom reps had handled this phone yet buying a new phone means nothing anymore. I am being given a used phone as a replacement but it is the principal that is wrong here.Desired Settlement: I want the Waupaca Cellcom authorized dealer directly asked why there are stickers on some of their NEW phones. How can they reassure me I received brand new, never touched phones when this is what I paid for and resigned another two year contract. I asked for a new phone replacement but that request was denied because of them accusing me of taking the phone to a third party.

Business

Response:

May 18, 2015

Review: Back in September of 2014 I spoke with a female rep at the Cellcom location to get rid of my cellphone with them. I asked the rep how much it would be to get rid of them and I was told $130. I didn't make it in until August and then I was told $230 which was fine because it took me a month to get in and pay it. After that, for a year now I'm being nailed with a $426 dollar bill and a negative mark on my credit. I don't know of any professional organization that prides itself on customer service that does NOT stand by its word of their sales reps! I would not have changed companies knowing I'd have been slapped with a $426 bill.

I want an apology for all my wasted time and frustration, as well as most importantly my credit restored and this bill taken care of.

Thank you for understanding and be werry of doing business with Cellcom.Desired Settlement: Bill taken care of. A written apology. And a correction to my credit report.

Business

Response:

Please let me know if you have any questions after reading the attached.[redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: To Whom It May Concern:

I recently had a bad experience with Cellcom. At this time I would like to file a complaint.

I purchased a Samsung Galaxy S4 in September of last year. Since then I have been trying desperately to work with Cellcom in regard to a few problems with the phone.

First of all, my battery was draining very fast after I installed the Kitkat version for Android. I addressed this issue with my local store in Stevens Point, WI. At that time, I was told that the phone was still under warranty and to bring it in. Samsung said I could send it directly to them, but after talking to the manager of our local store, was told that I would be one of the first customers to ever send a phone directly to the manufacturer and did not advise doing this, saying that normally they send customer phones into the Cellcom repair department to address the issue first before sending it to Samsung. I went with the manager's recommendation and brought the phone into the store, to be sent to Cellcom repair department.

The phone was in mint condition when I left it at the store. (I like to keep my things as perfect as possible.)

The phone was sent to Cellcom's repair department, which is located in DePere, WI. I was given a loaner phone at that time. (Incidentally the battery in the loaner held a charge much longer than my phone I purchased.)

When I was notified that my phone had been returned to the store in Stevens Point (where it was purchased)

I was told a new battery was installed and that everything was working well with the phone. When I got home, I noticed that the phone had a few minor scratches that were not there when I brought it in and also the frame had a crack right below the volume key on the left side. The battery was draining power as it had been before I brought it in (which was the reason for bringing it in).

I contacted the store as soon as I discovered the scratches and the crack and Cellcom said it was probably done in shipping. I told them I was not happy. Not only was the battery still draining quickly, but now the phone was also damaged.

I then returned to the store and took the phone in for the second time and showed the sales agent the damage. (He said he had only seen one phone with a crack like that once and it was because the person had dropped it and her screen completely shattered.) He made notations of the damage and the battery life, and said it would be sent in to DePere once again. I was promised that the phone would be completely redone and fixed properly (like new) as it should be.

When I went to pick up my phone for the second time (after being without it for some time). I was informed that nothing had been done because they could see no problems. I was told to contact customer service in DePere and ask for a person named "**". I was given his business number as 920-617-7944, ticket reference number 1193216. ** was not cooperative, even rude, and told me he could see no damage and neither could his supervisor. I informed him that I had shown the damage to others and they had seen it, stating that I didn't understand how they missed it. Rudely, he repeated himself stating that he nor his supervisor saw anything. His tone was very caustic and disrespectful. I was not happy with his attitude and tone of voice. So I hung up very upset to say the least.

No follow up calls from customer service were received and I told the local store that I would like to keep the loaner phone and would send my phone directly to Samsung. I was allowed to keep it until the situation was resolved.

In the interim, I was out of town for a few weeks and did not get around to sending the phone into Samsung. The loaner phone's battery was lasting far longer than my phone's battery. When I returned home, I was told that the loaner phone must be returned or I would be charged $499.99. I returned the loaner to the store immediately, but am not happy with the method they used in "trying to make things right." They did not fix the problem to my satisfaction.Desired Settlement: I would like to have this issue resolved to my satisfaction.

Business

Response:

Review: When I originally set up this service on 2/15/14 I paid for all items and a month and a half in advance on a 2 year plan. Now my 2 years is up in 15 days they want me to pay for another month when I have already paid for this month 01/15/16 to 02/15/16 because I paid in advance ahead 1 month. Now they threaten my credit and collections. This is unfair and absolutely wrong.Desired Settlement: Drop my service without effecting my credit or harassment.

Business

Response:

February 4, 2016 [redacted] Trade Practice Consultant Revdex.com of Wisconsin 10019 W. Greenfield Ave Milwaukee, WI 53214 Re: Complaint #: [redacted]

[redacted] Dear Ms. [redacted] We received your notice of complaint dated 1/28/2016 regarding Mr. [redacted] concerns and have looked into the facts surrounding this complaint. The issue regarding the amount owed is a result of the billing cycle. Mr. [redacted] contract will expire on 2/15/16 and therefore his service will be cancelled on this date to avoid an early termination fee. We bill one month in advance so his billing cycle runs 1/24/16 – 2/23/16 and his current balance is $89.47. Since his service will end on 2/15, Mr. [redacted] would have received a credit for the partial month he did not have service (2/15-2/23) on his next bill. We have since called Mr. [redacted] and due to the overall confusion of this, we in good faith, provided a credit of $89.47 which was his current balance. Once his next bill is generated, we will ensure that he has a zero balance and Mr. [redacted] can put this matter behind him. This matter has been resolved to Mr. [redacted] satisfaction. Sincerely, [redacted] Director of Customer Service Cellcom [redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Customer service representative Ken is amazing! He is very motivated to give customers the best service possible. He took unusual steps to give me very good service, and made sure I received discounts on services I would not have known I qualified for.
This business provides a level of service that is at the highest level I have experienced in Manitowoc.
I strongly recommend other cell phone shoppers to visit Cellcom at their Harbortown location in Manitowoc.

Review: My Wife Erin, and I are having issues with 50% or more of calls are either dropped or not received (go directly to voicemail.) they put us on a waiting list for a signal booster but this will only maybe work in the house. it will not help the dropped calls outside or in town. our service is bad even within a few miles of our house. we are now on a waiting list to try a different phone but it is taking too much time. these are our only phones and we need them to work. We have quite a list of dropped calls and calls we did not receive.Desired Settlement: We would like to be able to get out of the contract with no cancellation penalty or at least reduced.

Business

Response:

We received the complaint you forwarded us from [redacted] of Vespar, Wi. Upon investigating the details that [redacted] references in his complaint, we found the following:

10/09/2012 [redacted] ported in one of his phone lines from Tracfone and bought an iPhone.

10/11/2012 He exchanged the iPhone for a Samsung Chrono.

12/13/2012 He ported in a second line from TDC.

6/21/2013

Customer contacted us about having issues with dropped calls. A service

ticket was created and sent to Tech Support.

6/21/2013 Tech

Support determined that the customer’s residence is located 6.83 miles

from the nearest tower. The customer’s reception may be compromised by a

heavily wooded area

north of the address.

6/21/2013

Recommendation from Technical Support: the customer should try other

handsets, a booster or MyHomeZone. Unfortunately, the customer is not a

candidate for MyHomeZone as

they do not have internet service at home. Both lines have the same

make/model of phone. Customer was open to trying different devices.

Customer was referred to Inside Sales.

6/27/2013 One of our Inside sales staff left a voicemail message for customer.

7/2/2013 Inside sales left another voicemail message for customer.

7/2/2013 [redacted] called back. He stated that he does not feel he should pay

for any additional equipment (e.g. the booster) to make his service

work. Discussed trying the

LG Fluid and Samsung Chrono 2. Also put this customer on a waiting

list to try the SoHo Booster. Our employee let the customer know there

could be a week wait on the booster; he was ok with it.

7/9/2013 Inside sales left a message for customer that booster was now available if he wanted us to ship it to him.

7/11/2013 Left second message for customer that booster was available.

7/17/2013 Made

call to [redacted] and spoke to his wife Erin; she indicated that we

will need to speak with her husband. She asked us to call her

husband at 2:30 when he was

done with work.

7/17/2013 Left message for [redacted] at 2:40.

7/19/2013 Haven’t heard back from [redacted] as of this time.

At this point, it appears there are two options for [redacted] based on the coverage area they live in.

His first option is to purchase a ‘booster’ which may provide him better coverage. However, it appears

he may not want to do that. The other option is that if he returns the Cellcom equipment in good

condition, we would let him out of his contract and not charge him an early deactivation penalty.

If [redacted] returns our call, we will inform him of that. However, if he doesn’t return our call our hope is that you

will pass that along to him.

Please let me know if you have any questions.

Sincerely,

Director of Customer Service

Cellcom

1580 Mid Valley Drive

DePere, WI 54115