Consumer Cellular

Revdex.com [redacted] Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondAs longas the phone is in like-new condition, it should only take hours for shipping to apply the creditIfthey’re able to apply it back to the credit card, the customer should see it pretty quickly but it doesdepend on the bank’s processing timeIf we are unable to apply it back to the card, it can take a fewweeks to get a refund check to the customer.We would have no way to know that the customer did not want to use the serviceIt is the responsibilityof the customer to contact us and cancel service should they no longer want or need it.We have had numerous interactions with Mr [redacted] by email and by phoneI’m not sure why he feelslike he was not capable of reaching us because he was successful in doing so.Sincerely,TINA G [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F [email protected]

Revdex.com [redacted] Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondI showthat we have received two checks; $with check number [redacted] and $with the check number***I do not show that we have received check ***.For me to be able to research the missing payment I need the following information:? Check Number? Check Amount? Date the check was mailed (An estimate is acceptable.)? Date the check was CASHED(Not just when the check was mailed, but when the bank statesthe check was cashed)? Researching missing payments can take up to business days.Once I have this information I can research the paymentI have set a payment arrangement on theaccount to prevent further collection efforts for now.Sincerely,TINA G [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F [email protected]

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]

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

May 6, Revdex.com [redacted] RE: [redacted] Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondThe phone that is using the data is associated on the account to ***, who is also a secondary user named on the accountOn 4/29/we received a call from the customer and on that call the customer stated that there was an app running in the background which is constantly syncingWe were not able to help him remove the app and the phone is not one purchased from usThe customer stated he would call [redacted] to see if they could assistWe also advised the customer how to connect to WiFiThe agent led the customer through seeing where the data was being used and it was being used by the phoneThe customer also stated that their granddaughter was synching the phone to download the contactsAt this time the usage is validAnd credits will not be applied

Revdex.com [redacted] Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondWe willnot be refunding the cost of getting his credit report.I had one of my leads contact Mr [redacted] this week and this was all discussed with him at that time.We require anyone who signs up for payment plans on our phones to be on autopay during the timethat they are paying off the phone.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 respondWe received a call from Ms [redacted] today and she and her bank representative provided the necessary information for us to locate the paymentThe payment was misapplied because the account number written on the check looked like a different account number, so the payment was not linked to MsGilliam’s accountWe’re sorry for the inconvenience this caused and are glad that this has been resolved.Since Ms [redacted] made a credit card payment on 10/to cover the past due balance, there is now a credit balance of $on her accountThis credit will be applied towards the next invoice which would be due in DecemberIf Ms [redacted] prefers, I can refund the credit card payment she made on 10/27; please send us an email at [email protected] if she would prefer to have this refundedPlease let us know if we can be of further assistance.Sincerely,JESSICA H [redacted]

March 6, Revdex.com [redacted] [redacted] Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondWe have been in contact with Ms [redacted] via email and we explained to her that due to the easy pay agreement she signed for the payment plan on her phone, her account is required to be on autopay and declined payments will result in suspension of serviceWe stopped contact with her when we received a vulgar emailThere are two invoices owed on the account$for the service dates of 12/7/– 1/6/due on 1/28/and $for the service dates of 1/7/– 2/6/which was due on 2/28/We allowed this account to remain active until 2/22/so Ms [redacted] did have time to pay her balanceAt this time we will not reinstate the account until the balance has been paidThere is another invoice which will generate for the dates of 2/7/through the date of suspension

Dear Revdex.com, Thank you for clarifying the situation however the phone must remain active with us for days before we will unlock it

Revdex.com [redacted] Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondLen escalated Ms [redacted] email to his manager on 4/29/as she requestedA credit was applied as a one- time courtesyExpress shipping charges are charges we pay to USPS and are not refundable when a customer decides to return a phoneHowever, Ms [redacted] has been a loyal long-time customer so an exception was madeThe $credit was applied towards her Consumer Cellular account and will be deducted from her next billSincerely, JESSICA H [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 have verified by the customer’s account history, which automatically notates every time anyone opens a customer account that no one was in this customers account between 10/11/and 4/6/I have also checked our call recordings and I do not see any calls to us from the customer’s cell phone or from the phone number [redacted] has listed on the Revdex.com complaint, in the month of JanuaryFrom everything I can see we did not receive a call to cancel the accountThe customer is responsible to pay for service up through the date of cancellationAs a courtesy I have cleared the final balance since there was no usageThe account is now at a zero balanceSincerely, 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 respondWhen acustomer purchases a phone through us, our system will look at the customer’s billing address andbased on that information, will assign the carrier that has the best coverageI have looked at Tmobile’scoverage and there is excellent coverage at the customer’s billing addressThis isn’t to say thatcustomer’s don’t, on occasion, find a difference between the carriers; despite what coverage mapsindicateI apologize for the frustration the customer has had over this process In regards to the credits, Ms [redacted] paid $for the Doro When she exchanged the for theDoro 626, a refund was expected of $12.00, the price difference between the two phones, if everythingwas returnedThe charging cradle was not returned, which costs $($plus tax) so thecustomer did not receive $backThe $‘credit’ was applied to that amount so she wascharged $9.60, the remaining amountKeep in mind that we had provided her a credit in good faithtowards the phone she exchanged to already so she was not charged for that phone On 6/16/we credited the account for the purchase of two retail SIM cards, for a $creditHerinvoice for the service dates of 5/9/– 6/9/included the invoice amount of $plus the$charge for the missing charging cradle, for a total of $The retail SIM credit was applied tothis lowered it to $and the customer paid the $on 7/1/ We received the charging cradle back and the customer received a credit of $towards her accounton 7/7/An invoice generated and the $was applied towards the invoice for the service datesof 6/10/– 7/9/in the amount of $The $credit was applied to this invoice loweringit to $The $is due on 7/31/ I hope this help to clear up the credits and chargesThere was a lot going on all at the same time andthis can be rather confusingIf there are additional questions, please let me know 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 respondWe havebeen trying to reach Mr [redacted] in regards to his cell phone but have been unable to contact him.If Mr [redacted] would like us to process a warranty replacement for the phone we can do that as long as it’sin like-new condition (no scratches, scuffs, cracks, liquid exposure or other signs of physical damage).Mr [redacted] may call us at 1-800-686-to have this done and he should reference the dispute listed inhis account notes

Complaint: [redacted] I am rejecting this response because: That differentiation between a new customer and one who has been acustomer, was NOT clearly statedI was lead to believe that I had the same rights under the guarantee as any other customer of Consumer CellularIn addition to treating current customers as second class, it is outright deceit since the terms were NOT made clearI can only wonder if they are not thinking they can get away with it because their target conusmer is the elderly who may not see what they are up to or else be unable to respond the way a younger person wouldSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: There is a part in this Response that is a LIE! yes they told me that the number are randomly chose but they did not State "And once the phone number was changed the original number could not be retrievedThe agent verified that Ms [redacted] wanted the new number baseed on the Zip code ***, then procedded the request." The agent told me that the number was going to be [redacted] number I told them NO! Do not change the number, they tryed to tell me this was a Woodson Texas number well they LIE it is not a Woodson, Texas number their is not a SOUL in Woodson with this numberWoodson Texas number are [redacted] NOT [redacted] I'm requesting that the Owner of Consumer Cellular be Notified and to have him have my nuimber returned to me [redacted] [redacted] The [redacted] ZIP Code for Woodson, Texasand Prefix number is [redacted] not the number they are trying to give me Sincerely, [redacted]

August 22, Revdex.com [redacted] [redacted] Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondMs [redacted] was on the 5GB data plan for $and the unlimited minute plan for $There were no overages on her invoices, just the taxes that are addedThe first invoice was for the dates of 5/12/– 6/11/in the amount of $The next invoice was for the service dates of 6/12/– 7/5/and it was prorated in the amount of $There was usage up through 7/5/One late fee has also accrued in the amount of $These amount are valid but as a courtesy I have lowered one of her invoices, due to using less voice minutes than the plan she had been onI have also waived the late feeHer amount owed is lowered from $to $I recommend that Ms [redacted] call us as soon as possible to make payment arrangements before additional late fees accrueSincerely, TINA G [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T F [email protected] www.ConsumerCellular.com

Revdex.com Complaint ID [redacted] (Customer # [redacted] Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondWe aresincerely sorry for Ms [redacted] ’ lossIn an effort to assist with closing the estate of [redacted] , we sent an explanation of final billing once the account was cancelledThe first requestwe received to cancel service on this account was by email on 5/31/Prior to that, we had notheard from anyone regarding this account since a phone call to customer service on July 28, 2016;however, the account had been suspended for non-payment on 5/8/2017, so that is the date the billingstopped.The email request for cancellation was completed immediately upon receipt on 5/and a final bill wasprinted and generatedThe unpaid charges on this account were for service that was active from2/12/through 5/8/2017, the date service was interruptedThe last payment received on theaccount was on 2/28/which paid for the services dates of 1/12/through 2/11/17.The balance on this account has been transferred to an outside collections agency; the collectionsagency has been notified that the account holder is deceased, however any actions taken are up to thecollections agencyConsumer Cellular cannot make any adjustments to the balance since the accountnow belongs to Professional Credit Service (PCS)Professional Credit Service can be contacted at 800-972-Thank you for contacting Consumer Cellular.Sincerely,JESSICA H [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST

Complaint: [redacted] I am rejecting this response because: While I understand there is no longer a charge associated with this account, and I understand that Consumer Cellular did not, and will not report to equifax regarding this account, but I am not clear if this means the account, which was falsely setup in my name, has been removedI do not want my name attached to any account with Consumer Cellular.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 respondWhen we received Ms [redacted] phone back the liquid indicator had turned red, signaling liquid exposure and we denied the returnWhile we are not able to accept this phone back as a return, it did have SquareTrade protection and I can add that back onto the phone so that she can get a free replacement through themThe other option is that I can provide a partial credit as a courtesyThe customer received a charge of $and I would be happy to waive half that amountThat would be a $creditOnce I have heard back from the customer on which option they would like, I can get that done for them