Consumer Cellular

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

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 Sincerely, [redacted] ***

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

Complaint: [redacted] I am rejecting this response because: They are clearly trying their best to give me a hard time,as a customer for many years you would think they would want to keep me but its apparent they do not need the businessThey told me any kind of very thin scratch on the phone and they will reject it and send it back to you while charging you for thatThat sim card hold would not open I talked to a lady from there on the phone about getting that open and she said use a paper clip and it would not release for nothing as these were not new phones I bought from consumer cellular they were used we bought from them for eachI would bring up if I could take pictures of my phone all around and you could examine that and see if that would be refused or accepted in your terms consumer cellular? that way all around everyone would loose out on so much money for shipping? I know for regular customers it would be expensive I know companies get discountsand again I would not have even had to try and get that sim door to open if my phone was not working correctly and you sent me another one to make me try that out which didnt help at all anywayand why would you be so strict with a long time customer on a phone you have been sending stuff for me to replace and try when your not gong to resell the phone anyway as what you told me that you don't resell phones for money .? What does that hurt and whom? Your not going to resell it ? I just need a phone to work its very important for a disables person to have a working phone all the time thanks for listening Sincerely, [redacted] ***

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondMr [redacted] account has been cancelled since 3/5/The amount that was owed on the account was for 2/25/– 3/5/2016./ During this time there was two lines of service and there was usage The invoice was for $All but $of the invoice was paidDue to non-payment, two late fees also accruedAs a courtesy I have cleared the full balance on the account and Mr [redacted] owes us nothing furtherSincerely, TINA G [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T F [email protected] www.ConsumerCellular.com

Revdex.com [redacted] Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondOurhome base promo is designed for the customer to have a home phone with our serviceTypically ahousehold has one home line, not multipleWe are offering only one free device per account.I apologize is this was not clear to the customer however we will not be offering another free device atthis time.Sincerely,TINA G [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F [email protected]

July 16, Revdex.com [redacted] Dear Revdex.com, After review of the account, the customer is correct that texting was not enabled on her deviceOur texting plans are bundled with our data planThe data was active on the line but text was notHalf of the service she was paying for was functionalWe have credited back to the customer a total of $plus associated taxesThis covers months of the texting portion of the data and texting packageThank you for contacting us regarding this complaint and allowing the opportunity to respondSincerely, TINA G [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T [redacted] @ConsumerCellular.com www.ConsumerCellular.com

Revdex.com [redacted] Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondAfterreview of Mr [redacted] ’s account we have extended the return period for his phoneThe phone must bereturned in like-new condition (no scratches, gouges, cracks, liquid exposure or other signs of physicaldamage).I am having a prepaid envelope sent to him which should arrive in the next 7-days.Sincerely,TINA G [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F [email protected]

July 17, Revdex.com [redacted] Dear Revdex.com, We have reached out to Ms [redacted] The customer’s home address is in a small pocket of lower coverage and they also have metal roofing which decreases the ability to gain signalThe customer has been advised to test the phone away from home to see if the issue persistsIf the signal is poor in other locations, the customer was advised to call us back so that we can submit a technical ticketIf, however, the signal is ok away from home, then we know that the signal issue is due to lack of coverageThank you for contacting us regarding this complaint and allowing the opportunity to respondSincerely, TINA G [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T [redacted] @ConsumerCellular.com www.ConsumerCellular.com

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondMs [redacted] account with Consumer Cellular was opened 4/5/and closed as requested on 11/3/Consumer Cellular bills in arrears for monthly service and usage, meaning after the billing cycle endsBecause of this, when an account is closed, there is always a final bill for service through the cancellation dateWhen an account was cancelled before the end of the billing cycle, the final invoice is prorated only for the days the service was activeThe service dates for all charges can be verified beginning on page two of each invoiceWhen the account was cancelled, the regular monthly invoice for the service dates of 9/18/through 10/17/had already generated and $was due on 11/8/This balance was paid on 11/7/After the account was cancelled on 11/3, the final prorated invoice generated for the service dates of 10/18/through 11/3/The final balance was $and this was due and paid via autopay on 11/28/I apologize if there was any misunderstanding or miscommunication when the account was cancelledWe will certainly review the calls and address any coaching opportunities that exist, but I can assure Ms [redacted] she is not being charged for service after the cancellation date and the final invoice was correct.Sincerely,JESSICA H [redacted]

Complaint: [redacted] I am rejecting this response because my aunts address didn’t change, we only had the mail forwarded to notify all of her passingYour policy’s suck with what has to be gone through in order to close an accountWhat happens when the account goes into collections then? You then send harassing letters to my mom about my aunts account being delinquent? My aunt DIED and when she passed the account should have been deleted and closed when we notified you of her passing instead of all the stupid letters and all the wasted time we had to spend on you notifying you over and over again that she is gone and NO ONE treponsible to pay her account since she didn’t have any estateYou are still continuing to waste both our time in keeping this account open and this is a sin what your process is when someone diesI will pass the word along to any I know of how poor you treat your customers family when they are already going through enough Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

Please see our attached response to Revdex.com Complaint ID [redacted] and [redacted] Thank you November 21, Revdex.com Complaint ID [redacted] and [redacted] [redacted] (Customer # [redacted] ) Dear Revdex.com, We would like to thank Ms [redacted] for paying the balance due on her account As a one-time courtesy, we have applied an adjustment to her account to waive the final amount due, including the late feeThis is well outside of our policy; the late charge applied to this account was because the balance became significantly past due after the chargeback was doneTo clarify- this was not a merchant service charge, it was a late fee charged by Consumer CellularNothing further is due on Ms [redacted] accountThank you for contacting us regarding this complaint and allowing the opportunity to respondSincerely, JESSICA H [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST [redacted] [redacted] @ConsumerCellular.com www.ConsumerCellular.com [redacted] [redacted]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondThere was usage on the phone lines up to the day that the account was cancelled and I have applied a credit, based on usage which the customer will receive in the form of a checkThe account has been paid off and nothing further is due to Consumer Cellular or to the customerSincerely, TINA G [redacted]

Complaint: [redacted] I am rejecting this response because:It is apparent the training this company provides is as bad with the Technical staff as it is with the Corporate Executive Resolution Specialist (and I didn’t really see a resolution you were offering.) To state this one more time From the time you connected the replacement phone on the 23rd of December until the 2nd of January I received NO phone calls – NO text messages – had NO access to the internet If you had read my numerous complaints – this was the 1st thing I stated on EVERY call! Now if you look at my bill – during this time you will see calls that went straight to voicemail (as I stated in my calls) and text messages I did not receive (but you chose to bill me an additional $for data (that I did not use.) And yes .your techs were calling the phone as well as texting so they could verify this was not workingI understand all about the big company – you have my credit card information so there is nothing I can do about your shoddy service (or your insulting “one time courtesy credit of days service”) I CAN warn others about how you operate and hopefully save someone else from the same aggravationAnd now about the return of the phones and the cord that missed out on the last return – you acknowledged I requested return envelopes on the 15th of January today if the 22nd and I still do not have them Any plans of shipping them *before [redacted] my days are over?? Good riddance to you!! Sincerely, [redacted]

Thank you for contacting us regarding this complaint and allowing the opportunity to respondDuring the call on 2/23/the customer was quoted prices for two different devices and given the option of which to orderA new iPhone 5s was offered for $+ tax or the certified risk-free return iPhone was offered for $+ taxThese are two different phone models and not the same model new vscertified risk free returnMs [redacted] specifically said she wanted the larger phone, which is the iPhone The iPhone was only discussed as a certified risk free returnThe iPhone was financed for a $+ tax down payment and $a month for months ($total)Financing agreements, like the one Ms [redacted] electronically signed, do not indicate whether a device is purchased new or certified risk-free returnMs [redacted] is still within days of purchase for the iPhone so it can be returned or exchangedAs long as the device is still in good condition without any signs of physical damage, if she would like to exchange the iPhone for a new model or a different phone she canMs [redacted] would be charged or refunded if she selects a phone with a different priceTo take this option, please contact customer service to set up an exchange

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondI’m sorryfor the frustration that this has caused the customerI have cleared the invoices from the customer’saccount and they are now at a zero balance Sincerely, TINA G [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F 503.675.8989Corporate.Resolution@ConsumerCellular.comwww.ConsumerCellular.com

May 6, Revdex.com [redacted] Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondWe have thoroughly researched Ms [redacted] accountThere was a payment on 2/20/in the amount of $and a payment on 3/11/The account was at a zero balance at that timeOn 3/31/we received notice that Ms [redacted] was disputing the payment of $We returned the funds to her cardThis was a valid charge so the amount was put back onto the account as being owed and a $late fee was assessedIf Ms [redacted] drops the charge dispute we would be happy to waive the $late fee

January 15, Revdex.com Complaint ID [redacted] [redacted] (Customer # [redacted] ) Dear Revdex.com, Consumer Cellular offers a Risk Free Guarantee of days, minutes, text messages or MB of data use (whichever comes first)If an account is cancelled within days and with less than units of usage, any billing will be waived and nothing would be dueAn account can be cancelled any time, however outside of the guarantee period the customer will be charged for service and usage through the cancellation dateMs [redacted] account was opened 11/8/and closed 11/19/when the phone number was transferred to another carrier via port requestBased on the credit check completed at the time the account was opened, Ms [redacted] account was required to be on autopayShe provided a credit/debit card for her monthly billing to be automatically chargedDuring the time the account was active, the usage was well outside of our guarantee periodIn the billing period that ran from 11/8/through the cancellation date, the following was used: talk minutes, text messages and 5,MB of data (GB)A number of complimentary minutes were also used, however these do not count towards a customer’s plan or guarantee periodThe billing on this account is valid and an invoice due 12/13/was generated and mailed on 11/24/Ms [redacted] called customer service on 11/30/to inquire about the billing and an agent explained the charges and usageThe credit card on file declined when we tried to collect the payment due on 12/so we attempted to reach out to Ms [redacted] by phone, email and a letter sent to the home address regarding the now past due billingA past due invoice generated and was mailed 12/24/with a due date of 1/12/Ms [redacted] card was successfully charged on the next due date of 1/12/and the account balance was paid in fullNothing will be refunded to Ms [redacted] as the billing is validThank you for contacting us regarding this complaint and allowing the opportunity to respondSincerely, JESSICA H [redacted]