Cellcom

Review: I ended my contract with cellcom because of constant billing issues and over billing with no explanation. My family stayed on the plan. I am now getting calls regarding [redacted] bill 920-591-1833, because he ended his contract because of the same constant issues with over billing issues, however I am not the one who has the phone or ended the contract or rang up those charges. There is no reason I should be responsible. I had no say in any of the new contract, new phone or payment issues so why are you trying to get money from me? You offer no help and no payment plan. How do you expect someone to pay $840 up front? Is that how you want to handle business? I want Cellcom to set up a payment plan with the person who owes the money which is Matt, the person who had contract, phone number and phone that was ended. Not myn. Why would you let someone be on the account who has no phone number or contract with you.Desired Settlement: Get the money from the person who owes it. Not me. Set up a payment plan.

Business

Response:

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] 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]

Review: I signed a contract for two years and got a "brand new phone." The phone was only covered under a one year warranty.

Of course, the phone made it 13 months. A month out of warranty.

I pay insurance monthly and was now told I needed to pay another $175 on top of the monthly insurance payment to receive a refurbished (used) phone. I took my broken phone to an iphone specialist for a second opinion. It was there that I found out Cellcom had given me a used phone from the get go. There were pieces missing inside as well as a used battery not provided through Apple. Customer Service told me he "didn't see this conversation going anywhere." As well as their insurance plan is like car insurance- you pay every month but still pay a deductible. Excuse me? If I bought a brand new car it would have longer than a one year warranty and it wouldn't be filled with used parts! My contract is fraudulent as well as Cellcom's practices.Desired Settlement: I would like a refund on the cell phone I purchased as I was told it was NEW and it isn't. As well as to get out of my contract since Cellcom has already violated the terms and have breeched it.

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]

Ms. [redacted]

Dear Ms.

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:

Review: I am on a 3gb limit for mifi internet usage per cycle period. in august of 2015 we were charged 86.00 dollars and this month 54.82 dollars. our monthly access charge is 35.00 dollars. I have been monitoring my daily usage. for example on November 16th I called cellcom to see how much data I have used so far.they told me I was already over the limit for the cycle period which ends on the 20th of each month. my data usage online showed I had used 2.14 of 3gb so far which meant I had 28% left before my cycle period resets. I HAVE CALLED AND COMPLAINED 4 DIFFERENT TIMES WITh NO HELP. just me and my wife using this unit wih very limited usage.

Business

Response:

December 7,

2015Ms. [redacted] Trade

Practice ConsultantRevDex.com10019 W.

Greenfield AveMilwaukee,

WI 53214[redacted]

[redacted] We received

your notice of complaint dated November 27, 2015, regarding Mr. [redacted] and have looked into the facts surrounding the complaint. In an effort

to resolve this matter proactively and restore our relationship, we reached out

to Mr. [redacted] on Friday, December 4 to apologize for our lack of help in

resolving his concerns. We had a

terrific conversation and discussed his data usage. We advised him to set up a “myCellcom”

account so that he can easily monitor his data usage as well as further educated

him on data usage, billing, etc. Additionally,

we provided him a credit for data overage charges he incurred which will appear

on his next invoice. We gave Mr.

[redacted] the direct extension of a team leader should he have any additional

concerns and arranged a follow up call for later this month. Mr. [redacted] was satisfied with this outcome

and appreciated our call. Please let

us know if there is anything else you need. Sincerely,[redacted], Director Customer ServiceCellcom1580 Mid

Valley Dr.De Pere, WI

54115

Review: I received a notice from Cellcom two weeks ago informing me that I have a credit on my account of $1,118.23. I called them to ask when the refund check could be expected. The customer service person told me it would be forthcoming in a few days. No check as of this past Tuesday (9/17). I called again. The customer service person told me that he'd have to "check with accounting." I asked when I could expect to hear from him. He told me he didn't know, but probably within a day. No call back as of this morning.Desired Settlement: A refund check for the $1,118.23 due to me sent out immediately.

Business

Response:

Review: me and my wife have been with cell-com for yrs with no problems. We moved and no longer get any cell phone service, cant make calls or send texts or anything had to get a home phone its so bad. We pay $162/month for a service we cant use and when I told cell-com about it, they told me to get some examples right down time and date and numbers of dropped calls and text msgs. so I did that and then they agreed and said yeah u have no service in your home area. so I said well I was told to get these examples and I could be let out of my contract with no early termination fee if I could prove my case which I did being its not my fault I don't get service here. They told me no we still have to charge you the fee because we cant guarantee service everywhere. I said I can understand that but no service is a legit cause to be let out of a contract. they said no. I said if I was in this area before I would have never got your service because you have none in my area. I can't help that we had to moved. I dont feel its fair we pay $162/month rite now plus a home phone service because we get no cell phone service and they want to charge us a additional $300+ to get rid of their poor service. also made us jump through all these hoops to get the dropped calls and text msg records just to tell me no, made me waste valuable time working on that when they knew they weren't gonna do anything. they have horrible customer service and are not willing to work with anyone about problemsDesired Settlement: all I want is for me and my wife to be let out of our contract without paying a early termination fee

Business

Response:

June 25th, 2014

Review: Double billed after holidays.Desired Settlement: I was billed for two months right after the holidays and would like to know if any other customers were also billed double sounds like a good time for consummers to spend some money on merchandize with money they don't have. Sounds like the perfect scam to me I would appreciate it if you would investigate this cause I believe some companies think the consumer is stupid. Desired outcome is to have one months bill subtracted from the double billing I have been a customer for four years.

Business

Response:

January 13, 2015

Review: The phone I receive at the start of my contract hasn't worked right since I received it. Not good service from cell towers where I live.Desired Settlement: I am in a 2 year contract with 15 months to go, Just want out of this contract without paying the early termination fees, because they haven't their end of the contract.

Business

Response:

June 26, 2014

Review: CellCom's service does not provide access to the internet like they claim! The service is either slow or non-existent. All the complaints I have brought to them about my issues with their service have not been resolved! It's like they just don't get it! ( or they don't care). They continue to claim the problem is problem is my location, however; I am located 2.5 miles from their tower, my router is six inches from the window, pointed directly at their tower and I am 100 feet above their tower.

(My personal opinion!) They have over sold a service they cannot support and or have over sold their bandwidth and won't admit it. THIS COMPANY NEEDS A WAKE UP CALL !

Business

Response:

May 21, 2014

Review: [redacted] the small claims analyst is constantly sending me threating letters saying she is going to take me to small claims court or refer my balance to collections eventhough I am paying $40.00 per month on the cancelation charges on my account#[redacted]. The most recent letter says payment is due in full in 7 days from the date of her letter written on 7/3/13 or I will be taken to court and forced to pay court costs and other fees. The balance listed is $152.62 of which I sent a check on 7/2/13 in the amount of $40.00 which brings my balance to $112.62. This threatening behavior continues even when I have called and left messages for [redacted] twice before this letter. It should be noted that on the bottom of each letter she has a last line that says to contact her to make payment arrangements. I have tried and left my number and told her to call me back. This person needs to know that unfair threating behavior is not allowed by the the FTC and the Fair Collection Practices. I have proof of every payment made to cellcom. I also have my internet through Nsight which is also owned by New Cell. I will continue to pay the $40.00 per month as I am on a fixed income. The bill will be paid in-full in August of this year. If NewCell or this [redacted] want to take me to court or refer this debt to a collection agency or continue to send me threatening letters and not return my call as directed by her own letter then that is unfair collection practices as I am paying every month. I want her supervisors to know about this refusal to call me back eventhough I have given my number 3 times now. I also want them to know that I will file a counter suit to any small claims action aginst me and will request the court convert the case to a civil case and ask for punitive damages and pain and suffering for the unfair and threatening collection practices. Or her supervisors can tell her to lay-off and the account will be paid in full in August of this year. Thank you for your assisstance.Desired Settlement: To [redacted] stop the threatening and unfair collection practices. Also to have her supervisors know how she cunducts herself under their name.

Business

Response:

July 12, 2013

Review: when I filed the initial complaint approximately sept 2015 about all the problems I had with them they finally agreed to settle for approx. 240.00 dollars and get there phones and air card back which I accepted there response thru the Revdex.com messaging system and put a condition in there that cellcom contact me where they want there equiptment delivered to and that they clear this off my credit and get the collection agency off my back and to this day they have not contacted me in any way shape or form to get there equiptment back and the collection agency afni is on my back again I want to settle this once and for all the Revdex.com has all the info that they emailed to Revdex.com on the last case stating the settlement agreement which they have not followed thru on I am willing to settle this and return equiptment and pay them as agreed however they need to abide by my request before I give them anythingDesired Settlement: they settle the issue for 240.00 dollars as agreed in September 2015 and get there equiptment back once they tell me where they want it delivered and get this cleared off my credit report and get the collection agency to clear it off my credit report

Business

Response:

This is the letter we sent to Mr. [redacted]January 26, 2016[redacted]Re: Revdex.com Complaint #[redacted]Dear Mr. [redacted] This letter is regarding your conversations on 01/21/16 and 01/22/16 with [redacted], Customer Care Team Leader. Following is what you and [redacted] spoke about: You will return the equipment as described in section 1, below and make a payment in full as defined in section 2, below.1) Return the following equipment in good working condition (as determined by the retail location): a. Novatel MiFi 5510 b. Sonim Enduro XP4400 c. LG Fluid 2 AN170 2) Make payment in full: a. If the equipment is returned in good working condition (as determined by the retail location), full payment would be $239.33;b. OR, if the phones are not returned in good working condition (as determined by the retail location), full payment would be $379.33.You expressed the following: 1) Upon returning the equipment listed above in good working condition, you wanted to make sure that Cellcom would contact the collection agency and request that all collection activities initiated by Cellcom cease.2) Upon your return of the equipment listed above in good working condition, you asked that Cellcom would also request that the collection in the amount of $379.33 listed on Raymond’s credit report shows as paid in full.As Jeff explained on Friday, January 22, 2016; it can take up to a full week before the Collection Agency will have cleared the collection from their records and it could take up to 10 business days before this change will be reflected as paid in full on your credit report. We will work as quickly and decisively as we can to address your requests listed above, as soon as all of the conditions have been met by you.We look forward to a quick and seamless resolution. Cellcom stands ready to do our part and we look forward to your visit to our Wisconsin Rapids location.If you have any questions, please don’t hesitate to contact Jeff directly at [redacted].Sincerely,[redacted] Customer Service DirectorCellcom[redacted]

Review: My parents and brother have been loyal Cellcom customers for decades. In May of 2015, I switched from a personal prepaid plan, to a joint plan with my boyfriend at the time. That relationship became abusive, so I cancelled my plan with him and returned my iPhone 6 under the assumption that I would be able to switch back to an individual plan. I was "allowed" to return my phone, but was told I was denied service now because I'd started and stopped multiple plans and "called customer service too much". My family owns a cabin in northern Wisconsin that only Cellcom provides service to, so I currently have no service out in the woods because despite my entire family being customers for decades, I'm personally not a profitable customer to the company. I've tried for months to explain my situation to client service without getting anywhere, and on my last call, I spoke with a "Heather" in customer retention who threatened to call the cops on me, on a recorded line no less, because I was "begging for service". I don't think I need to explain how offensive it is to be a customer wanting to give a company my money and have them threaten me for "begging", when the alternative is not having service in the woods. I'm considering litigation at this point, but figured I would try the Revdex.com first.Desired Settlement: I would like to be able to sign up for a prepaid service plan, and possibly be compensated in some way for the incredibly offensive customer service I've received for months now.

Review: I was quoted a price by [redacted] in the customer loyalty department for approximately $200/month before taxes and fees. I had her itemize the quote and I printed it out. I was lied to and charged $55/more a month for access charges. I was quoted the month to month prices advertised for their share unlimited plan advertised on their website. I got my bill and noticed that I was charged $25/more per line for the smartphone and $15/more per line for my 2 standard phones. I chatted with their customer service and they did not know what was wrong with my bill until I specifically told them. It then took 75 minutes for my account to be corrected. This is a deceptive business practice. Quoting an advertised price but not honoring it unless the customer calls and complains. I worked with [redacted] to correct my plan. He calculated several credits incorrectly but it sounded as if he finally credited my account for the incorrect billings, however I will be disputing the credit card charge until I see the corrections on my bill.Desired Settlement: I would like credits for the wrongful charges on my acccount. [redacted] had said he had put the credits on my account, but I will have to wait for my next bill to find out. Until I receive the corrections I will be disputing this charge through my credit card. I would like the $30 Cellcom account fee waived for the dispute of the charge or a $30 credit issued to offset the charge.

Business

Response:

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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], 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.]

My Daughter's phone bill is in arrears and I tried to give a payment of 100.00 today and the balance to be paid in 6 day's and they rejected that offer. She has been a customer for over 3 year's and I know she has been late with her payment's but I believe why would they not accept my promise for 6 day's to account be paid in full?

Review: They will not offer what they are advertising in there current promotion. It states clearly the requirements and I am eligible but they state we are interpreting there ad incorrectly. I spoke with several people and everyone I spoke with states I am correct but will not give me any answers. I have been a customer with this company over 10 years and am tired of there bait and switch false advertising. This is what there ad states copied from there website, link belowhttp://www.cellcom.com/monthly-promo.htmlImportant DetailsOffer valid 9/1/14 9/30/14.Activation of a new line or qualified upgrade on a consumer or business employee account required. Commercial and prepaid accounts are not eligible.Purchase of a new basic phone or smartphone with a Flex agreement. Residential and mobile broadband are not eligible.Available on the Share Unlimited plan.Prices do not include monthly Flex device installments, taxes, fees or other charges.Flex device installments vary by device.$130 offer based on four lines on the Share Unlimited plan with a 10GB package for $90 and promotional $10 monthly line access charge per line.Discount will expire after 24 months, if a new two-year service agreement is activated or when a new promotional offer is takenIt sais nothing about having to have 4 lines on the flex plan but they claim you do which is false with there advertisement.Desired Settlement: I would like to receive the offer they post online to receive 4 lines of service on 10 gigs of data for 130 a month.

Business

Response:

September10, 2014

Review: the local office in Wisconsin rapids Wisconsin misrepresented the phone for durability and sound quality and volume and service where I travel and then when I got on there back about it the store manager and employee acknowleged that the phone and service area is not adequate as I used it and the phone was a pile of junkDesired Settlement: they come waive all cancellation fees and final bill due to there misrepresentation of services and phone quality

Business

Response:

September 25, 2015 Ms. [redacted] Trade Practice ConsultantRevdex.com10019 W. Greenfield AveMilwaukee, WI 53214 [redacted]

[redacted] Re: Revdex.com Complaint #: [redacted] Dear Ms. [redacted] Thank you for bringing Mr. [redacted] concerns to our attention. We received notice of his complaint on September 22, 2015 and I asked Jeff, who handles our customer inquiries, to check into all the details. We value your comments and welcome the opportunity to address Mr. [redacted] concerns. He has requested that we remove the balance owed due to his belief that the service and the “phone quality” were “misrepresented”. Following are the sequence of events that occurred with Mr. [redacted] and our company:· He ported three phone numbers into Cellcom from a wireless competitor on November 21, 2014. · He proceeded to use our service without concern for over six months before registering a phone or service-related complaint. · On June 1, 2015, Mr. [redacted] called our Customer Care Department and asked whether there was a better calling plan available. Our representative analyzed his account and suggested to him that that he was on the best plan for his usage. [redacted] then requested the cancellation fees per line. We clearly explained that each line had a $140 per line cancellation fee or a total of $420. [redacted] then stated, “Well, I guess we’ll see what happens. I can get some better service and a better rate with another carrier…so…” Our representative then reiterated he was on the best plan for his usage and apologized that we didn’t have another offer to present him. [redacted] was upset that he wasn’t eligible for our FLEX program, as he felt it was a better value. He then brought up that he had been complaining about his phone and wasn’t satisfied with it since “day one.” We have found no record of any complaints being filed, nor any visits to our Repair Department or service tickets to validate Mr. [redacted] bringing this to our attention prior to this phone call. He complained of not being able to hear the person on the other end of the call when using his cell phone. He felt he wasn’t getting satisfaction from the retail store location. After some more conversation [redacted] stated, “I guess I’ll just switch carriers and pay the cancel fee.” · On June 1, after the call mentioned above, our Customer Loyalty Department called and left a message for Mr. [redacted] wanting to talk to him about what we could do to help him with his phone. He never returned that call.· On 6/23/15, Mr. [redacted] informed us of his desire to cancel his service. We, again, were willing to help him with his phone issue but he mentioned he had already gone to another carrier and had new phone numbers. We explained that each line would have a $140 early termination fee. During our thorough review of this customer’s account, we did not find one instance, before June 1st, when Mr. [redacted] complained about phone quality or service. As you can see from the chart below, Mr. [redacted] had used his phone for over 5,000 minutes. YearMonthMinutes used by Mr. [redacted]'s 715-316-8566 line2014November382014December4922015January6002015February7142015March8102015Ap...⇄ We did have one complaint from him on 2/9/15 when he expressed concern over not receiving a credit for switching his service over to Cellcom. Mr. [redacted] had missed the deadline to submit his paperwork. Cellcom, acting in good faith, decided to honor the promotion despite receiving his forms past the submission due date. We issued a credit of $130 at that time. I believe we acted in good faith and because of that expect Mr. [redacted] to pay the amount he owes us. The last payment he made to us was on 5/17/15. He did not pay his May invoice. The details of what he owes us are listed below. 715-316-2646 Early Termination Fee $140.00715-316-8566 Early Termination Fee $140.00715-316-8588 Early Termination Fee $140.00Taxes and Fees $ 30.8105/23/15 Invoice $168.52 TOTAL: $619.33 We valued being Mr. [redacted] service provider and wish he had given us an opportunity to try to fix his phone. Cellcom remains committed to providing quality products and services to our customers. If you have any further concerns, have questions about anything we have discussed above, or wish to offer feedback, please feel free to contact Jeff at 920 617-7751. Sincerely, [redacted]Director of Customer ServiceCellcom1580 Mid Valley Dr.DePere, WI 54115 Tell us why here...

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], 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,[redacted] there people in Wisconsin rapids misrepresented the phone as the best one they have in turn when I complained to the Wisconsin rapids office they stated to me the phone has had issues with volume they misrepresented the phone and service to me I am willing to go to court over this misrepresentation if they do not want to take care of the problem

Business

Response:

This is in response to Mr. [redacted] additional concerns that you submitted to us on September 28th. In talking with our Wisconsin Rapids retail rep who sold Mr. [redacted] the phone in November of 2014, she does not recall saying to Mr. [redacted] that this is the ‘best phone ever’. But obviously that was quite some time ago so it is possible that there may have been a miscommunication or misunderstanding at that point in time. However, what we do know is that during the end of the conversation on June 1 with one our Customer Care Reps, he mentioned the problem with his phone. He ended that conversation abruptly and our records show we left Mr. [redacted] a voicemail message asking him to call us back on June 5 so we could talk about his phone. We also know that between November of 2014 and June of this year, he had 5,000 minutes of usage. All that being said, even though he didn’t return our call about the phone problem, we could have called him repeatedly, and we didn’t, to try to get him in a phone that wasn’t a low volume for him. Therefore because we didn’t try repeatedly to contact him, and as a gesture of goodwill, we are making the following offer: · We will offer him an appreciation credit of $100 on his outstanding bill for being a past customer and for bringing his concerns to our attention; and · We will waive the early termination fees on the Enduro because he alleges that he experienced a low volume with this phone (a savings of $140); and · If Mr. [redacted] would be willing to return the Mi-Fi, the Fluid 2 phone and the Enduro phone, we would waive 50% of the early termination fees on the Mi-Fi and Fluid 2 ($70 for each phone or another savings of $140 ) · If he is agreeable to returning the phones, we would subtract the $380 from the total amount mentioned in our first letter shown below in blue ($619.33) and he would then only owe us a balance of $239.33. This is the breakdown of what was owed from my first letter. 715-316-2646 Early Termination Fee $140.00 715-316-8566 Early Termination Fee $140.00 715-316-8588 Early Termination Fee $140.00 Taxes and Fees $ 30.81 05/23/15 Invoice $168.52

Review: The following is a letter I mailed to Cellcom on 9/23/15 regarding our experience with Cellcom. We have now received a letter stating that unless they receive our payment of $57.24 by 9/28/2015, our account will be forwarded to a collection agency. In the twenty years we have dealt with this company, we have always paid our bills and paid them on time. We are appalled at the treatment we have received from them and the lack of concern they have shown through this entire situation. Below is the letter we sent to them so you are able to get a sense of what was involved. Any help you can give us would be greatly appreciated. We had been dealing with the Cellcom located in Oconto Falls, WI and also the headquarters in DePere, WI. This letter was sent to Cellcom Credit Department, PO Box 5370, DePere, WI 54115.

I would first like to say that we have been customers of Cellcom for close to twenty years and for most of that time had a business and maintained two accounts, one for our business, Larry’s Towing and Recovery, and one for personal use. In April of this year we sold our business, transferred our business account to the new owner and decided to take our first vacation in 45 years.

On 6/10/15, in preparation for our trip out West, we contacted our Cellcom agent, Lynn, and told her of our plans. She assured us that Cellcom was ‘clearly the best’ and our coverage was good nationwide and ‘all across the country’ as per Cellcom’s latest ad campaign.

We traveled as far as the Wisconsin border in our motorhome before our phone began “Searching for a Network”. We tried unsuccessfully for the entire day to get a connection but our phone just kept right on ‘searching’. On day two of our trip (6/13/15), we borrowed a phone from a stranger in Minnesota and called our daughter in Wisconsin. Our daughter contacted our agent and called us back on the borrowed phone to tell us she was told by Cellcom it was our fault our Sonim phone didn’t work because we “failed to update our software” before leaving home. I thought this strange since never in twenty years of doing business with Cellcom, were we asked to update our software. Our agent then gave her instructions for us to use which involved changing the network settings…no response from our Sonim phone which kept right on searching for a network with dogged tenacity. By this time we were in South Dakota and borrowed another phone from a stranger who kindly allowed us to download further instructions from Cellcom which also did nothing. We then asked for directions to the nearest Wal-Mart where we and purchased a Tracfone which could be activated only by purchasing airtime which is not refundable. ..that was $20.00 and time wasted because after spending three hours there, trying to activate an account on two different phones, the clerk finally told us she didn’t know what the problem was but it just wasn’t working. We still had no working phone. On day 3 (6/14/15) of our trip we had a flat tire but, of course, no phone to call with, so my husband, who is 64, changed the tire on our motorhome on I-90 in near 90 degree heat. We again depended on people we met to allow us to use their phone and I called my daughter again. She had called Cellcom in DePere and they told her they’d have one of their technicians call us when we had a number to call from to help us out. On the morning of day 4 we decided to find somewhere to check the tires and replace the spare we used…try making those arrangements without a phone in an unfamiliar state…no call from a Cellcom technician either, of course, because we still had no phone.

On Day 5(6/15/15) of our vacation, entering Rapid City, South Dakota, we decided to buy a phone through a company with nationwide coverage and happened upon , by luck, a Verizon Wireless Store where we purchased a Verizon no-contract phone which Joshua, the computer tech, said would give us excellent coverage out West as well as Wisconsin….I know, you are already laughing since we later discovered, arriving back in Wisconsin a month later, that no- contract Verizon phones work well in most parts of the country as well as Wisconsin, but unfortunately not in our part of Wisconsin where Cellcom apparently has Verizon no-contract phones blocked. That being said, the Verizon phone served us well for the entire rest of our trip…until we got into the Green Bay, WI area. Incidentally, the Verizon rep also told us there were no options on our Cellcom phone for “updating software” by the customer and any updates would have had to been done by Cellcom before leaving our area….so much for the issue being our fault…..all very interesting.

Bottom line is that we spent the first five days of our vacation using borrowed phones to contact our daughter, trying to change settings, riding around in our RV in unfamiliar cities and states until we happened upon Wal-Mart where we wasted 3 hours and $20.00 before finally getting a Verizon phone to the tune of $90.79 which would not work once we reached Green Bay.

On Day 8 (6/19/15) of our trip, Samantha, a Cellcom technician, finally contacted me on our Verizon phone number which my daughter had provided to Cellcom. After speaking with her regarding our problems and after having me once again go through the “Settings, Network, Automatic” routine, she told me, and I quote “the service agent failed to put the proper settings (something called Preferred Roaming or close to that) on our phone and there was now no way to fix it from where we were”….finally, a little honesty!

On our way back to Wisconsin our Verizon phone worked until we reached Green Bay. After spending an hour on the phone with a Verizon tech and then making a trip back to Green Bay and talking to a local Verizon agent, we were told no- contract Verizon phones will not work because they are blocked out by Cellcom towers in our area. Basically then, after having spent at least five hours of our time in stores and searching for stores, and after spending a total of $110.79, in the end we still did not have a working phone when we got back home to Wisconsin.

We went back to our Cellcom store in Wisconsin and told them this entire story. What would have been a good thing to do to help mitigate the damages and maintain a good relationship for a customer of twenty years? How about offering to help pay for the costs incurred due to Cellcom’s incompetence? No… Instead they offered to remove costs for the 20 plus days we were unable to use it...which we did not intend to pay in any case. We decided then to sever ties with a company that seemed entirely unconcerned with us or the situation we were placed in. The phone we had purchased from Cellcom in July 2014 was a Sonim phone, marketed to us as a highly superior work phone with fantastic coverage, durability and blah, blah, blah…hence its high price. The contract was a two year contract and since Cellcom failed to provide service after assuring us they could, we asked to be released from it. “Sure” they said, “no problem…we can certainly understand your frustration “. And they cancelled our contract…except that the following month, billing date of 7/27/15, we received a bill for $120.00 for early termination.

Again we visited our Cellcom agent who called the main office and was told if we could provide receipts for the two phones we claimed we purchased while on vacation, the charges would be removed from our bill. My husband brought in those receipts and the following month we received a bill for $57.24…it’s really getting down there now…thanks Cellcom, you are so very generous. Now to avoid paying for the remainder of the bill we were to bring in the Sonim phone in its original box .Does Cellcom really think anyone keeps their original container for a year??? I am the epitome of organization, having acted as a secretary and business manager for over twenty years, but even I must confess, I no longer have my original Sonim container. Which leads me to my closing statement which, I’m certain if you’ve read this far, you will be so thankful for.

We will not ever pay Cellcom another cent, with or without the Sonim and its original container. I have documented our entire ordeal…thankfully I have kept a diary of our entire “adventure”, with dates, names and receipts. I have also enclosed an itemized bill of expenses incurred by us due to Cellcom’s incompetence. Please note this is our last correspondence regarding this matter and any further discussion will take place in a courtroom.Desired Settlement: What we are looking to do is resolve the issue. Cellcom broke its contract with us by failing to provide the service promised and are now charging us for asking to be released from this contract. We do wish to file a complaint since this company has shown total disregard and lack of concern for the situation we were placed in due to failure on their part. All we ever asked of Cellcom was to be released from the contract without penalty.

Business

Response:

Below is the letter that we sent to Mr. and Mrs. [redacted] in response to their complaint filed with you on 9/24/15. Please let me know if you have any questions.[redacted] Director of Customer Care, Cellcom, [redacted]

?

September 30, 2015

Mr. [redacted]

Dear Mr. and Mrs. [redacted]

I would like to start by saying how sorry I am that your vacation was negatively impacted by the fact that your Cellcom phone did not work for you while away from your ‘home’ area.

A number of our employees reviewed all of the interactions that you had with us, or our agent, and it is clear that we missed multiple opportunities to take good care of you with the problem you were facing. I can assure that you that we have learned many lessons from your situation and will make changes to some of our processes.

I know you mentioned in your document to the Revdex.com that “all you wanted was to be released from the contract without penalty”. We most definitely are releasing you from your contract without penalty. In addition, we have eliminated the bill that was recently sent to you asking for payment in the amount of $57.24. As of today, you do not owe us any amount.

In addition, enclosed you will find a check for $400 as appreciation for the many years you were a Cellcom customer and for taking the time to write and send the detailed letter to us. As I said before, it provided us with many learning opportunities.

Mr. and Mrs. [redacted] I again apologize. I humbly wish that we could entice you to come back to Cellcom. We would love a second chance to regain your trust and respect and allow us to be your cellular provider.

If you want to talk with me about this letter, giving us a second chance to be your provider, or anything that lead up to you sending us your letter and filing a complaint, please call me. My direct number is [redacted]. Just an FYI - I will be on vacation starting Tuesday, October 6th until Tuesday, October 13th but I am more than happy to chat with you before or after that time.

Sincerely,

Director of Customer Service

Cellcom

1580 Mid Valley Drive

Green Bay, WI 54115<

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. My husband and I would like to thank you for advocating on our behalf regarding our issue with Cellcom. We had been struggling with this since June and because of intervention by the Revdex.com the issue was resolved quickly and fairly. Again, we truly appreciate the effort and concern you showed regarding our case.

Review: My son upgraded his phone in June 2014. On July 20, 2014 he took his phone out of his pocket to use it and the screen was black. Could not get his phone to work. He went to cellcom and he was told repair was closed and they had no loaners. [redacted] then went back July 21, 2014, repair pulled off the screen protector and found a tiny scratch or crack in the corner. They refused to look at the phone and told him his warranty was voided. But then they advised him to make up a bogus claim against the insurance company and pay $175.00 to get a new phone which my son refused to do since he did nothing to damage the phone. He then went to [redacted] who would do nothing for him either except refer him to samsung. [redacted] then contacted samsung and sent the phone in on July 23, 2014. [redacted] from samsung contacted [redacted] on Aug. 1, 2014 and wanted him to pay $161 for repairs. [redacted] then told him if he did not pay $85 plus tax which came to $92.01 they would send him the phone back broken. [redacted] paid the money, he needed the phone. Samsung also told [redacted] cellcom should have sent him to Best Buy because they could have trouble shot his phone for free first and flashed his phone. They did not. [redacted] recieved his phone back Aug.7, 2014 and went back to cellcom to get it reactivated. [redacted] brought his friend Blair with him and he dealt with the store manager [redacted]. First they told [redacted] his warranty was voided because cellcom did not authorize samsung to work on the phone, then it was because of the "crack or scratch", then [redacted] told my son it could have come from the manufacturer (samsung) defective. [redacted] tried to talk to [redacted] about his frustrations and [redacted] seemed uninterested. The only thing that sparked his attention was when [redacted] told him repair wanted him to file a bogus claim. He said they should not have done that because that borders insurance fraud. [redacted] reactivated the phone and [redacted] left. I called cellcom on Aug 9, 2014 could not reach a manager but Alex team leader customer care did call me back.Desired Settlement: [redacted] issued a credit for $100.00 on the acct but Cellcom is refusing to warranty the phone. We either want the warranty back or a new phone. My son did nothing to this phone. And I think all the inconsistinsies in cellcoms story should speak for itself. I am filing this complaint because it is my acct and my son is my add-a-line. thank you

Business

Response:

Review: When you sign up for phone with no contract and told your bill will be 45 a month and you get bill and it is $147 then next bill$48 then call and say they messed up it will be $78 a month! And you try to get explanation and they won't give you a answer just run in circles till your lost in there billing definition! Feel customers are getting money stolen from them due to poor customer service! Also paid bill 2 times at Wausau store and surprisingly I get a bill saying I owe what I just paid! I called corporate and all I get is run around on why bills go from one amour to another without any logical reason!Desired Settlement: Just hope they stop manipulation of bills so they pad there pockets! I am one of the lucky ones that I don't have a contract!

Business

Response:

April 11, 2016Ms. [redacted]Trade Practice ConsultantRevdex.com of Wisconsin 10019 W. Greenfield Ave.Milwaukee, WI 53214 Re: Complaint #[redacted]Mr. [redacted]

[redacted] Dear Ms. [redacted]We received your notice of complaint dated 4/4/2016 regarding Mr. [redacted] billing concerns and have looked at the facts surrounding this account. Mr. [redacted] was concerned that he was billed for differing amounts than what he was quoted. His phone number, [redacted] has been on at least 3 different plans and 3 different accounts over the last 2 years. This has certainly caused some issues. We spoke to Mr. [redacted] on April 7 in an effort to resolve this situation. He appears to have been quoted $20 for the Share Plan Plus and $25 for the 1 GB data package and was expecting bills in the $45 range before taxes and fees. In January, Mr. [redacted] had charges of $75.53 for his line of service. His number was billed $12.90 in charges from 1/11 (the start date on this account) through 1/20. He was then billed one month in advance (1/21 – 2/20) for $40. He was also billed $3.22 during the prorated period of 1/11 – 1/20 for handset protection. Mr. [redacted] was also billed $9.99 for the month in advance (1/21 – 2/20.) He was subsequently charged taxes and fees. Though prorated charges and being billed a month in advance is typical for any 1st month’s cellular bill, we missed an opportunity to provide a credit we offer for lines that are out of contract. We discovered this impacted 3 billing cycles. Because we did neglect to capture an out of contract discount that [redacted] was eligible to receive, we have since remedied this with a $60 credit ($20 per each month that the discount was not applied.)We also uncovered a $115 early termination fee for a line that had just gone out of contract on 1/31/16 and cancelled service on 2/1/16. Our system didn’t catch the 24 hour gap in time and billed the line as if it cancelled while still under contract for $115. We have credited this off of the account as well.During our conversation, Mr. [redacted] mentioned a payment that he was certain had been misplaced. He stated he paid over $200 at our Weston retail location. This money never showed up on either of the accounts his phone has been on. Without a valid receipt and clear evidence as to what happened, in good faith, we agreed to apply a credit of $125. This brought our total remedy to $300 in account credits. Mr. [redacted] was satisfied with our resolution.We apologized to Mr. [redacted] for these errors, oversights and thanked him for bringing his concerns forward. We have also provided him with a direct contact person should any future issues arise.Sincerely, [redacted]Director of Customer ServiceCellcom1580 Mid Valley Dr.De Pere, WI 54115

Review: About 6 months ago my Cellcom iPhone 4S had a hardware problem. Apple sent me a new phone in the mail and I was able to activate the phone by making a trip to Manitowoc, WI and calling from a different phone without going into a store. The same hardware issue has happened with this replacement phone and I went into the Apple store in Madison and they surprised me by giving me a new phone on the week of July 15th. I am completely satisfied with Apple's recognition of my hardware issue and their quick replacement. I decided to make a trip again to re-activate my new phone. I live in Madison, WI about 1.5 hours away from a Cellcom tower and go to school here. I was able to acquire my original iPhone in the Manitowoc store with associates knowing I was going to be living outside the service area going to school in Madison. I still have a statewide coverage plan so I assume support for my service and phone would be available in the state. I understood I needed to be in a service area to activate my phone. I called cellcom on July 20th before I left to make sure the MEID number would work and that Fon Du Lac, WI was closest to activate it. I drove to Fon Du Lac and used a friend's phone to talk to Cellcom. I was then told the MEID number is not registered with their network and that I need to bring it into a store. So already I was told incorrectly I could activate my phone through another phone in Fon Du Lac. I asked for a bill credit for the gas and wasted trip and was offered $10. I had already given a friend $30 for gas because I'm a student and don't have a car. This is not adequate compensation or what fixes the issue. No store was open to dive to so I went back to Madison. Next day I get a call from Supervisor [redacted], who was extremely unhelpful and not understanding the situation at all. I felt like I was being lectured and she seemed to have taken my frustration personally by raising her voice. She only kept restating the problem I was having and didn't offer any options that I might have fixed the issue. She blames Apple and me for the problem and then that her company, Cellcom, can't make the effort to correct this issue because they are limited in what they can do not being a national carrier. It is interesting because they sell themselves as being a company that offers nationwide service and she told me they send phones out to customers that live all over the country. She then even advised me to go with a different carrier at one point. In all the customer service i've worked for, that's grounds to get fired. My whole family is on their plan. That's over $100 a month they get from us and we have been a customer since 1993. Cellcom can't assume that everyone on a family plan is going to live right next to one of their stores. Whether I get my phone replaced from Cellcom or directly from the Manufacturer, Cellcom is responsible for providing me with working phone service. After blaming Apple for the issue [redacted] said that Apple has so many restrictions on them in what they can do for service on the iPhone. That's why she said they couldn't just mail me an activated one. But though our conversation she changes her story and says that they just don't want to be responsible for a lost phone in the mail, even though they do this all the time to customers who live outside the main home service area. There were so many things wrong with the way [redacted] handled the issue. At the end of my conversation with [redacted] she indicated her manager would contact me. Based upon my recent interaction with Cellcom I have no reason to believe this issue will be resolved. I also have the receipt from Apple showing the charges and legitimate acquisition of a replacement iPhone 4S.Desired Settlement: I expect a working phone, whether it is the phone Apple recently provided me with or a new one if Cellcom wishes to use their own, at no additional expense or inconvenience to me. It is unreasonable to expect me to arrange further trips to Cellcom's home service area when I've already done so according to their directions only to be provided with no resolution.

Business

Response:

Cellcom Account # [redacted]

Customer – [redacted]

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

10/26/12 – [redacted] activated the iPhone 4S replacement phone that he received from Apple. I’m not sure what was wrong with the phone but in his complaint he said he was having a hardware problem. He knew that he had to be on our towers to activate the phone so he drove to Manitowoc, WI and called into our Customer Care Center and his replacement phone was successfully activated.

11/27/12 – [redacted] sent Cellcom a chat regarding upgrade eligibility on his line and was told about the cost of our ‘Trade Up Now’ program and that he would have to turn in his current phone as one stipulation of the program.

12/26/12 – [redacted] sent another chat to Cellcom asking why the iPhone 5 wasn’t 4G. Our Customer Care Rep let him know we are working with Apple to make that work. [redacted] asked about his contract end date and was told it is 10/13/13 and his upgrade date is 5/13/13.

12/26/12 – Because [redacted] questioned if his iPhone would work on another carrier, one of our Inside Sales Reps left him a message inviting him to call her back so she could talk to him about switching to another carrier.

Sometime prior to 7/17/13 – it appears [redacted] got a new phone from the Apple Store in Madison for, what he refers to in his complaint, the same hardware issue he experienced in October of last year. In both instances where he said he was having hardware problems, we have no record that he contacted us so we could help him with his problem.

07/17/13 – [redacted] sent a chat to Cellcom about being in Madison, WI. He couldn’t understand why Apple recommended he perform a restore on his device because now he was showing ‘no’ service. Our Customer Care Rep advised that he would need to register on a Cellcom tower in order to activate his phone. [redacted] was upset that Apple wouldn’t let him know this in advance. Our Customer Care Rep explained that Apple may not have known where his carrier operated out of in relation to where he was using the device. He ended the chat by saying he would take this up with the Apple Store and that he didn’t expect us to do anything more. However, he did ask if he would be able to upgrade if Apple wouldn’t give him another phone. The Customer Care Rep told him that he was eligible to upgrade.

07/20/13 – [redacted] called Cellcom to activate iPhone replacement from Apple store. He stated he was in Fond du Lac and was ready to activate his phone. He talked to two different Customer Care Reps who tried to help get his phone activated. However, they got a warning message that this phone was not sold out of our inventory so it prevented them from completing the activation. Unfortunately, there was a work around that these two weren’t aware of so [redacted] drove back to Madison with a non-working iPhone. He was upset and rightfully so.

07/21/13 – [redacted], one of our Team Leads, called [redacted] in the morning based on an email that she received from the night before stating that [redacted] was very upset and she should call him. He wasn’t available but he called her back. He expressed his frustration with a raised voice and swearing and ended up hanging up on [redacted]. She called him back and he said he wanted to talk to her manager. She told him she was not here because it was Sunday but that she would call him back on Monday. He questioned [redacted] whether she thought if he took this phone back to the Apple store if she thought they would be able to help him. She suggested that might be best to do that first before driving to Fond du Lac again.

7/22/13 – The Customer Care Manager called [redacted] back on Monday (as [redacted] had promised) and she told him that we would make this right and that we would definitely get him a working phone as soon as we could.

7/23/13- One of our Customer Care Team Leads talked with [redacted] and reached an agreeable resolution. It appears [redacted] is very satisfied with what we can do for him. [redacted] also apologized for being rude to [redacted] and admitted that he was very upset and may have acted inappropriately.

A loaner phone was shipped to [redacted] on Wednesday, July 23, along with a prepaid shipping label so that he can ship the iPhone back to us. He will use that loaner phone while we work on getting his iPhone activated. We issued him a credit for his inconvenience. Once we receive his iPhone and are able to activate it, we will send it back to him in a ‘locked mode’ so that only he can get into the phone once he receives it. He has agreed to send our loaner phone back to us in the box we shipped his iPhone to him.

If you have any questions, please let me know.

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. There are a couple points I would like to address in the Director's response.

The Lead/Supervisor that I talked to never gave me an acceptable solution to my problem. I raised my voice at the end of our conversation as I felt I was getting nowhere. I said one swear word and ended the call only to call back to give the supervisor a chance. She was away from her desk and phone support said they would pass along my message. Once the supervisor called back said she checked into tech support while we were disconnected, something that should have been done during the first interaction with her. I do not apologize for what happened with this lead supervisor, [redacted]. My responses were acceptable and not inappropriate with the lack of care she provided. If anything, the service I received from what seems to be only this one supervisor was inappropriate, unfulfilling, and non attentive in the practice of customer service. Everyone else who I've been in contact with has been very understanding. [redacted], the manager and Jeff noted that they agreed that a supervisor's job is to provide solutions to problems and agreed that because I am going to school in Madison trying to make ends meet, I shouldn't have to go out of my way.

Regards,

Review: I placed a call to cellcom customer service on 2/18/14 to inquire about the 2nd line/acct being able to get a seperate account and upgrade a phone since myself and the person using the second line/phone wished to no longer share an account. I was provided information regarding the process and was told that that line was eligible for an upgrade and can come in anytime to do so and was told that I would be contacted regarding permission from cellcom to allow that person to allow the number to be ported to another phone/no longer share an account as I was the primary account owner.. I was never explained any potential charges of any kind and discussed what credits would be applied to my account for using less than a full bill cycle of coverage.. On 2/20, the person having the other phone and line went through a different carrier and a was able to activate A new phone account and port the number . I never received a call from cellcom. I then reviewed my current bill and called to inquire about a $90.00 charge for early cancellation. I explained what I was told when I originally called and again told a service representative that I was told that there would be no problem since the phone was eligible to upgrade and was told the second line was eligible for this at the end of contract period of 24 months. I was the. Told that if the upgrade would have been done through cellcom, there would to have been a charge. I then stated that if any charge would have been mentioned, then we would have never went through a different carrier and established 2 different accounts at cellcom. I went off of the information that was given and did not have control over the charge being processed as I wasn't even contacted as cellcom stated.. My contract read the primary line is eligible for an upgrade at 19-20 months, but a secondary line is eligible at 24 months which is also the contract end date.. I asked that a refund be processed on behalf of misinformation because I was essentially told it would be no problem and later find a charge was assessed.Desired Settlement: Refund of cancellation charge of $90.00 credit to my cellcom bill.

Business

Response: