Consumer Cellular

Complaint: [redacted] I am rejecting this response because: In order for me to pay any bill in full, I would have had full service, which I did notMany, many calls and emails took place between me and Consumer CellularI have copies of all of themYour response makes it sound like no communication took place...on the contrary, it was a constant mission on my part in trying to get a straight answer to my issuesWould you pay a bill for a service that you did not receive? I think not.Refer to the last email I received from CC...admitting I was not set up correctly Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Two key points to my statement: 1) I said I might come back to their service, not that I would2) Only if they were giving me a standing guarantee, not just days, which they aren'tI would think that since they like to promote how great their service is that they would deal with this complaint in an honorable manner and refund my money, but apparently they won't If their so called great service would have dealt with the service calls I had to make, we wouldn't have got to this pointI have sent the phone back to them and only hope they don't turn around and sell it to another unsuspecting customerThe condition of that phone, other than not ringing, was perfect Sincerely, [redacted]

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] ***

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondWe havespoken with Ms [redacted] about this already and she was advised that a credit check would be runThecall is a little over minutes long so I’m not going to transcribe everything word for word, but here aresome bullet points ? Customer calls in after previously calling in a few days agoThe agent verifies the voice plan; thecustomer wants to purchase a new device with no text messagingThe customer wants the Doroin burgundyAgent confirms that we are still offering that phone on sale ? Customer wants her cell number used for the contact info on her account ? Confirmed that customer is not transferring number ? Customer chooses to add protection plan on phoneDoes not want any accessoriesIs not anAARP member ? Agent confirms spelling of name for account ? Agent asks for the last digits of the customer’s social security number.Customer “Is that necessary to process?”Agent “YesIt’s for a standard credit check.”Customer “Oh, so you’re going to run my credit?”Agent “Just to approve the service.”Customer “OkWere you going to let me know beforehand?”Agent “Yes.” ? The customer goes on to ask if it’s a hard checkThe agent explains that the credit point comesoff after about monthsThe agent explains that even using just the first and last name of thecustomer will still run a credit check – the social is not required for the credit check to still berunCustomer states that putting her SSN out there makes her very worried so she didn’t wantto give that information The customer was advised of the credit check and she still continued through the processThe points onher credits score with Equifax will typically be there for about monthsTo clarify on the customer’squestion during the call, our agents collect all information to process the order and before submitting itthe agent will say something along the lines of “We just need to run a standard credit check to completeyour orderIs that ok?” Sincerely, TINA G [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F 503.675.8989Corporate.Resolution@ConsumerCellular.comwww.ConsumerCellular.com

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

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

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]

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]

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 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]

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]

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 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]

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

Complaint: [redacted] I am rejecting this response because: My father did not have any money, does not have an estate, and from the response of Consumer Cellular, I understand, Consumer Cellular is going to continue to send bills, and ultimately result to a collection agency, for $ My father had no money when he died, and Social Security reversed his deposit from his bank account, which in turn resulted in a negative balance I filed this complaint because I do not want mail coming to my home, my father had been on hospice since October, and if you actually looked at his account, you can clearly see, there was a small amount of usage The day of his death was one call, not the day this account was cancelled, as stated in your response letter While you indicate I am not responsible, please clarify why you would send bills to a dead person, with no money, to his daughter Obviously to obtain your so-needed $ Sending invoices that you now have been aware are not going to be paid from an estate, is now harassment, unethical and disgusting Each time I receive a piece of mail at my home is a reminder of my father's death If I need to seek counsel I will, especially for the medical attention I may need from this Consumer Cellular treating the public like this is horrible, no wonder they have hundreds of terrible reviews, your response was completely wrong on so many levels Look at his phone records He maybe made 3-short (less than minutes) since the end of September He died 11/27/ I called 11/28/to cancel his phone The most recent bill has a late fee! Your company is pathetic Sincerely, [redacted]

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondThat Ms[redacted] opted to send the letter expedited and with a return receipt was her choiceThat does add onextra cost to shipping and we will not credit for thatI did apply the credit to Ms [redacted] account on3/17/She can see proof off this by looking at page one of her most recent invoiceHer invoice was$but she only paid $because of the credit I applied