Consumer Cellular

Thank you for contacting us regarding this complaint and allowing the opportunity to respondThis issueis being resolvedI spoke with ***, the daughter of the account holder, last weekWe have agreed toaccept the battery back for a refund and a prepaid mailing envelope is being sent to the customer***has agreed to drop the credit dispute so that we can waive the $late fee that was assessed.We also reactivated the account at that time.Sincerely,TINA G [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F 503.675.8989Corporate.Resolution@ConsumerCellular.comwww.ConsumerCellular.com

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondI’vereviewed all of the emails we have associated with this account and do not see a request to cancelThelast email we received from Mr [redacted] was 5/22/in which he asked what his account number is andwe replied the same dayWe have not received any calls or emails from the customer sinceOn 8/1/16we received notice of two credit card charge backs for payments made in June and JulyThe date of lastoutgoing usage was 5/31/The line of service continued to receive texts and calls until 7/28/16,then the service was interrupted due to the past due balance on 8/The below payments werereversed and $late fees were added for each.$Chargeback - payment made 6/2/on card ending in #***This payment was for serviceprovided from 4/12/through 5/11/16.$Chargeback - payment made 7/3/on card ending in #***This payment was for serviceprovided from 5/12/through 6/11/16.As you can see based on the service dates above, Consumer Cellular bills in arrears for monthly serviceand usageBoth of the above payments are valid for service that was active and used well before theservice was suspendedIf the customer drops the disputes with their card issuer and the funds arereturned to us, the $late fees will be waivedThis process can take upwards of days, depending onthe bankThe payments must be returned through this process and not made as separate transactions.Because there wasn’t a request to cancel service and the usage continued until the account wassuspended, the remaining balances are validHowever, we are willing, as a courtesy, to waive theservice charges on the last two invoices (service that was active from 6/12/16-7/11/and 7/12/16-8/1/16) if the reversed payments are returned to us per the aboveOtherwise, the account will continuethrough the collections processIf the customer would like further assistance with the billing, pleasecontact us at 888.549.4789.Sincerely,JESSICA H [redacted]

Revdex.com [redacted] Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondI’m sorrythat Mr [redacted] had such a difficult time in trying to get his issue resolvedI had one of my techniciansreach out to him and we have sent him a replacement phone.We are also looking at coaching and retraining in regards to our troubleshooting and warrantyprocessing.Sincerely,TINA G [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F [email protected]

Complaint: [redacted] I am rejecting this response because: ***Please see attached response [redacted] Please be advised that the complaint has not been resolvedI have not received any responsefrom Consumer CellularPlease continue to try to resolve the problem Sincerely, [redacted] ***

June 17, Revdex.com [redacted] [redacted] Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondI apologize if there was a misunderstanding in regards to how the credit for a SIM card worksThe credits are to be applied towards invoices onlyIf no invoice generates, then there is nothing to creditIt is a bill credit and not eligible for a refund to the customerShould the customer want a refund, they would need to return to the store where they purchased it from and see if that option is availableOn the packaging for the SIM card it does state that there is a $invoice credit on the first billIt does not state that it would be issued as a refundSincerely, TINA G [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T F [email protected] www.ConsumerCellular.com

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondI’m sorry that Mr [redacted] is experiencing issues with the voicemail and with our serviceIt appears that when the activation went through of the new phone, or around that time, the voicemail was also resetI apologize that this reset has caused the customer frustrationUnfortunately we don’t have a way to set up the voicemail remotelyThis must be done from the phone in question If Mr [redacted] calls to the voicemail, as if he was going to check messages, the setup should walk him through getting it back up and runningMr [redacted] may also call us from a phone other than the cell phone, but have the cell phone available, and we can walk him through the setup Sincerely,TINA G [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T F [email protected] www.ConsumerCellular.com ***attachment redacted by Revdex.com***

Complaint: [redacted] I am rejecting this response because: Under another carrier, using the phone in exactly the same fashion (actually in an increased fashion) data usage is only MB over the last daysAlso, usage for the period during which I was paying for a handset I purchased from former carrier was also exactly the same and did not go above the G limit imposed by the carrier during that periodThese exorbitant data charges began after handset was paid off and elevated charges to the level previously charged for data AND handset paymentI categorically reject Consumer Cellular's response and the proof is in my new carrier, who has only assessed MB data usage since November under identical, actually increased, usage patternsThis incident shows Consumer Cellular's attempt to extract monies from me to make up for the shortfall that occurred after paying off the handset Sincerely, [redacted]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondMr [redacted] account was suspended due to another account with Consumer Cellular that he is tied to which has gone to collectionsOur billing team tried to contact him on 10/5/to discuss resolving the account in collections so that we could reinstate his accountMr [redacted] may call our billing department at 1-888-549-to discuss his optionsSincerely, TINA G [redacted]

Thank you for contacting us regarding this complaint and allowing the opportunity to respondWe processed a refund of $to the MasterCard ending in [redacted] on 2/13/at 4:PM Pacific TimeThis was the original method of payment used for the purchaseAccording to our payment processing system, the refund was successfully settled the same nightThe release of funds for a refund can be delayed, usually no more than business days however this is up to the bank’s policiesWe recommend MsPinto contact her card issuerIf they need further assistance, our billing department can be reached at Transaction ID: [redacted] Settlement Date and Time: 13-Feb-21:57:PST

Revdex.com Complaint ID: [redacted] (Customer # [redacted] ) Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondThis account could have been resolved much more quickly and easily if the customer had not pursued multiple chargebacks with the credit card companyBecause there was no usage, we have cleared the account balance, nothing will be due on the accountIf we can be of further assistance please let us knowSincerely,

Revdex.com [redacted] Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondThepayments that are coming to us are not from a credit or debit card or through our autopay featureWedo not have any of the customer’s credit, debit or banking information stored in our systemThey arecoming to us electronically every monthI recommend checking with the bank as it may be automaticpayments issued by themConsumer Cellular has taken no action to receive these paymentsThey keepgetting sent to usPlease check with the customer’s financial institution.Sincerely,TINA G [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALISTT [redacted] F [redacted]

March 2, Revdex.com Complaint ID [redacted] Kelly W [redacted] (# [redacted] ) Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondKelly W [redacted] started service with Consumer Cellular 10/12/and the account was cancelled 11/18/17, then reinstated on 11/28/and cancelled again on 12/22/when the number was ported out to another carrierThe first invoice for the service from 10/12/through 11/18/was waived automatically under our day Risk Free GuaranteeThe charges on the account were $for the service that was active and used in the bill period that ran from 11/29/through 12/22/17, the date of cancellationThe service dates can be confirmed on page two of the invoicesKelly made the payment of $on 2/27/and we have waived the late fees that accruedI’ve also proactively rerated that invoice to the lowest plans possible for the actual usage which results in a reduction of $I’ve processed a refund of $to the credit card used to pay the bill and nothing further is due on the accountSincerely, JESSICA H [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T F [email protected] www.ConsumerCellular.com SW 69th Avenue ? Portland, Oregon 800-686-? www.ConsumerCellular.com ? [email protected]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondYes, there were payments in total that were takenTwo were taken on 6/13/2016, although one wasn’t applied to the account until later due to a system error, and another on 6/27/Out of those payments, we received a notice on two of them that the bank was not authorizing the funds and therefore we did not receive any fundsIn essence this means that the customer only made one paymentWhen a payment is made and then the funds are disputed, late fees of $per payment are also assessedDue to the issue with the account, where the payment was taken but not applied, we did clear the late fee that accruedThe current balance on the account is $which is for the service dates of 6/15/- 6/28/and is due on 7/22/

Complaint: [redacted] I am rejecting this response because: I only owe and what ever was prora ted,and it is not total Sincerely, [redacted] ***

Dear [redacted] , My assigned complaint, ID [redacted] , includes the following response The credit suggested by Tina G [redacted] is $and does not include a $costwhich I have already paid by credit card for the postal expediting of a phone devicesent to me on 3/3/ In other words, Consumer Cellular is claiming that they paid for the expediting costof 10.74, and that is not correctPlease review my credit card invoice, showing thatamount being charged to me The corrected amount is $whch is due me Sincerely, [redacted] ***

June 6, Revdex.com [redacted] [redacted] Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondI have researched Mr [redacted] ’s accountIt is impossible for me to determine who was at fault for the damage of the phoneWhat I can tell is that Mr [redacted] has been a wonderful customer since and we would hate to lose his businessI am replacing his phone free of chargeWhen he receives the new phone it will come with a return label addressed to Portland, OR in which to send the damaged one and its equipment back inAs long as we receive the damaged phone back within days, the new phone will not cost anythingSincerely, TINA G [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T F [email protected] www.ConsumerCellular.com

Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] In the complaint I say that nothing in the paper work that they sent when I join them says the item is USED REPEAT USED AND NO WERE IN ANY OF TOF THE TIME I CALL THEM TO TELL THEM I HAD PROBLEMS WITH THE UNIT THE TOLD ME IT WAS USED UNTIL AFTER THE MONTH WAS UP SO THE ARE SAYING IT OK SO SELL USED EQUIPMENT AND NOT TELL THE COUSTOMER THE COMPLAINT I FILE ON THERE BLOG THE ERASED SO NOBODY ELES COULD SEE WHAT THE ARE DOING THET SAY THEY CANN't GO BACK TO THE PHONE CALL WELL THEY CAN GO BACK TO THE PAPER WORK AND THE TIMES I CALLED THIS IS A VERY POOR REPLY FROM A COMPANY THAT BASICLY DEAL WITH SENIORS I WILL BE THIS MONTH AND I WOULD RATE THIER SERVICEOT SENIOP AS POOR

Revdex.com Complaint ID [redacted] [redacted] (Customer # [redacted] )Thank you for contacting us regarding this complaint and allowing the opportunity to respond [redacted] had service with Consumer Cellular from 7/3/through 7/11/She then reinstated service on 7/20/and set up a request to transfer a phone number from another carrier but then cancelled on 7/27/2017.The total charges for the period of time the service was active are $10.65, which has not been paidThis invoice was not automatically waived under our Risk Free Guarantee because [redacted] had service with Consumer Cellular before; customers are eligible for a day/unit trial period one timeBecause there was no usage, I have gone ahead and waived the invoiceIf [redacted] decides to reinstate service with Consumer Cellular in the further, she will not be eligible for another trial period and would be responsible for future charges.Sincerely,JESSICA H [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST F [email protected] www.ConsumerCellular.com

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondI apologize that the customer received a phone number in the incorrect area code and an incorrect color of phone however we did not complete this sale with the customerThe customer signed up online so the choices that they made online were what were sent We spoke with the customer on 6/7/and address the phone number issue for themWe could have also addressed the color issue but that was not brought to our attention and that was the only call we received from the customer Starting 7/21/we began sending potential service disruption notices to the customer due to non-paymentWhen we received no response from the customer we cancelled their service on 8/4/We continued to try to contact the customer through invoicing, calls, letters and emailsThe following is a list of all dates we attempted to reach the customer before their account was sent to collectionsdifferent dates 7-12, 7-27, 8-1, 8-2, 8-3, 8-4, 8-5, 8-6, 8-12, 8-18, 8-27, 8-28, 8-30, 9-3, 9-5, 9-6, 9-7, 9-8, 9-9, 9-14, 9-19, 9-27, 9-30, 10-3, 10-4, 10-5, 10-8, 10-10, 10-11, 10-14, 10-16, and the account was sent to collections on 10- The customer never contacted us to cancel their serviceWe are not a pre-paid serviceWe bill month to monthWe would have no way to know that the customer no longer needed the phone unless they returned it to us or they called usWe have many customers who have a phone only for emergencyNo usage, or limited usage, would not raise any red flagsThe way that we invoice and bill, as well as the customer’s responsibility to cancel the account should they no longer need it, is all covered in our end user agreement We gave the customer ample opportunity to contact us and address this situationAt this time the account resides with a collection agency and it does appear that they have made a payment with them but the customer will need to contact the collection agency to verify the status of the account Sincerely,TINA G [redacted] TCORPORATE EXECUTIVE RESOLUTION SPECIALIST T F [email protected] www.ConsumerCellular.com

Ms [redacted] is correct, there are additional flat rate taxes or surcharges that are applied per line of serviceThose we had not already waived we are unable to doI see that a payment of $was received, so I have applied a courtesy credit of $to clear the remaining balance from the last invoiceGoing forward, the charges will only include the one additional line unless other account changes are madeJessica H [redacted] Consumer Cellular, Inc