Consumer Cellular

October 28, 2015 Revdex.com *** *** *** *** Dear Revdex.com, Ms*** cancelled her service on 8/18/however we backdated the cancellation to 7/31/The invoice that is owed is for the last few days of service from 7/22/through 7/31/in the
amount of $There is also a $late fee that has accrued. Ms*** never alerted us to any issues with her service until the date that she cancelledAs a courtesy we already backdated the cancellation and we had applied a credit of $to her previous invoice as wellThis final bill will need to be paidIf the invoice for $is paid, we would be happy to waive the late fee. Sincerely, TINA G*** *** *** *** *** T *** F *** ***@ConsumerCellular.com www.ConsumerCellular.com

Revdex.com *** *** ***
Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondWe havespoken with the customer about this callIt does appear that this call is a scam, most likely trying to getinformation or possibly money from the
customer when they call that numberHe did call the numberand it is the customer’s responsibility to know where they are calling toThis call and the charges areconsidered valid.As a one-time courtesy I will split the cost of the charges with the customerI have applied a credit of$to the account and have adjusted for the taxes on that amount as wellThe remaining balance of$is the customer responsibility to pay.I recommend that customers do not call back to numbers they do not recognize, or to people they donot know, and that they are mindful of numbers
Sincerely,
TINA G***TCORPORATE EXECUTIVE RESOLUTION SPECIALISTT F 503.675.8989Corporate.Resolution@ConsumerCellular.comwww.ConsumerCellular.com

Complaint: ***
I am rejecting this response because: MsG*** argues that I should have been charged $for using 0.45Gb in excess of 3Gb, and she would be happy to adjust my bill accordingly. I do not believe any U.Scarrier would or could remain in business if they charge their customers $for consuming 0.45Gb of domestic usage. In fact, I am unaware of any U.Scarrier advertising $115/0.45Gb of domestic usage. That is Outrageous!Secondly, MsG*** never addressed the fact that, as stated in my original complaint, I was on hold for minutes when I called customer service at 888-345-5509/888-345-5510, only to hang up in disgust. Furthermore, I am very uncomfortable in being required to punch in my social security number when I call for help
Sincerely,
*** ***

Revdex.com *** *** ***To Whom It May Concern,Thank you for contacting us regarding this complaint and allowing the opportunity to respondOn8/30/we processed the phone that Mr*** returned to usWe credited him back the $108.88he paid for the phone, to his card ending in
***.On 9/13/we received the credit disputeEven though we had already refunded his money, we hadto refund and additional $backSo the customer received refundsSince this second refundwas not owed to the customer, we put the amount as owed on the account and a $late fee wasalso assessed.We have spoken with the customer and he was advised that he could drop the credit dispute and wewould waive the $late fee or, he can pay the full amount owed which is $Once theaccount is paid we can reinstatePlease note that as long as the customer’s phone is charged, turned on,and is in an area with signal; he can still call 911.Sincerely,TINA G***CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F [email protected]

see attachedRevdex.com *** *** ***Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondMs*** purchased her phone at a retail locationIf she wishes to return the phone she will need to go to *** and speak with them.In regards
to her biling, I’m sorry to hear that the phone did not work the way she needed it to however, there was valid usage on the invoicesAs a courtesy I have reduced her final invoice from $to$These charges are valid and payment is due on 8/5/

Revdex.com Complaint ID ***Tammy *** (Customer # ***)Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondMs.***’s account was opened on 5/13/and closed on 6/8/when the phone number wastransferred out to a new providerWhen
opening the account, she selected a minutes voice planand GB of data/Unlimited text message plan for $The total monthly charge, if Ms*** hadstayed within the plan limits, would have been $plus tax.Consumer Cellular offers a Risk Free Guarantee of days or units (minutes, texts or MB of data),whichever comes firstIf during those limits the customer decides to cancel service, they will not becharged for serviceOutside of the parameters of the guarantee, the customer is charged for theirservice and usage during the active periodIn the days this account was active, talk usageminutes, text messages and GB (MB) of cellular data were usedThis is well outside of ourtrial period.The billing cycle charges, and thus the included usage, was prorated due to not being active for a full 30daysWe attempted to assist Ms*** with preventing overage charges however she refused ouroffers to increase her plan to cover her usageDue to overage charges, the resulting invoice for servicewas $The invoice was unpaid and accrued two $late feesMs*** did not contact usregarding her balance or account in spite of our attempts to reach herThe account has since been sentto *** *** ***, an outside collections agency, which can be reached at ***.Sincerely,JESSICA H***CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F [email protected]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondI’m sorry that Mr***’s packages were sent to his previous addressI have confirmed that both phone were forwarded from the old address and delivered to the new one on
4/7/2017. I had one of our lead technicians contact him to see if he has recently checked his mailboxMr*** confirmed he has not been to his mailbox since the package was delivered, he did receive a notice that there was a package in his mailbox, and he advised our tech that he refuses to check his mail. At this time I will be waiting to see that the package has updated tracking showing it is coming back to us before processing a refundMr*** can help by checking his mail and returning the phones in the prepaid mailing envelopes that we are sending himOnce we have the phones back we will refund the cost of the phones. Sincerely, TINA G*** CORPORATE EXECUTIVE RESOLUTION SPECIALIST T F 503.675.8989 [email protected] www.ConsumerCellular.com

Revdex.com *** *** ***Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondWe havetried numerous times to reach Ms*** in regards to her concerns however we have not beensuccessful by phone or email.At this time there is nothing
further that we can do.Sincerely,TINA G***CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F [email protected]

May 6, Revdex.com *** RE: *** *** Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondMs*** is not the name on the account associated with the address, phone number and email address provided in the complaintIn addition, I
don’t see where we are trying, or have tried, to transfer a number to the account I did locateWe also haven’t heard from the customer since November Before I continue with this complaint I will need the account number and cell phone number in questionI also need to know if the customer is trying to bring a number to our service or trying to take it from our service to another providerSincerely, TINA G*** CORPORATE EXECUTIVE RESOLUTION SPECIALIST T F [email protected] www.ConsumerCellular.com

February 20, 2018 Revdex.com Complaint ID *** Joyce *** (#***) Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Consumer Cellular offers AARP members a Risk Free Guarantee period of days or 500MB of
data usage, whichever comes firstIf during that time the customer decides they do not want to keep the service for any reason the account can be cancelled, the invoices waived and the phones returned in like-new condition for a full refund of the purchase priceOutside of the Risk Free Guarantee, which Ms. ***’s account is, an account can be cancelled at any time however, if there is a financed balance for equipment that amount becomes due and the customer will receive invoice(s) for the service through the cancellation date. On 11/25/Ms*** purchased a Samsung Galaxy Jfor $plus tax which was paid for in full (this phone was sold unlocked) and an Apple iPhone SE which was financedThe iPhone has since been paid off, however, to unlock an iPhone it must be used on our service for at least days and the account must be in good standing with no past due balanceOur unlocking policy is included in our end user service agreement, which every customer receives a copy of, and on the receipt packing slip that came with the iPhoneThe line of service using the Samsung phone was cancelled on 12/9/when the number ported out and the account was cancelled on 12/2/when the other phone number was transferred to a new provider. Ms*** has a balance due of $for the service dates of 12/25/through 1/24/($63.68) and 1/25/through 2/2/($20.08), the date of cancellationIf the invoices for the service are paid we will unlock the iPhone earlyMs*** is being billed for the lowest plans for her actual usage and is not being charged for any service beyond the cancellation dateAfter paying the invoices, please contact me at [email protected] to have the phone unlocked. Sincerely, JESSICA *** CORPORATE EXECUTIVE RESOLUTION SPECIALIST T F 503.675.8989 [email protected] www.ConsumerCellular.com SW 69th Avenue ? Portland, Oregon 97223 800-686-? www.ConsumerCellular.com ? [email protected]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondMs. *** account was opened 11/22/and closed when we received her written request on 6/20/Prior to the written request to cancel, we last spoke to Ms***
in January when she called to get assistance using her phoneConsumer Cellular bills in arrears for monthly service and usage, so when an account is cancelled there is always a final bill for service through the cancellation date. The last payment Ms*** made is $for the service from 4/through 5/The final service invoice Ms*** received for $is prorated for the service that was active from 5/22/through 6/20/17, the cancellation dateThere are no charges for service after the cancellation dateOnce that payment is posted, nothing further will be due

Complaint: ***
I am rejecting this response because:
My wife and I have always, and do not, accept Consumer Cell's excuse for running up the bill. According to Revdex.com records, this company has a little under Revdex.com filed records on their business dealings of which 85% are negative - that fact speaks for itself! My wife and I have cancelled both our cell phone services with this company and will never do business with them again. We will tell our friends about this company as well.
Sincerely,
*** ***

Revdex.com *** *** *** *** Dear Revdex.com, The agreement with the customer was that we would cover half the cost of the replacement phone, he would cover the other half, and the customer would send us back the damaged phoneWhen the phone failed to come back, he was billed for the full amount
As a courtesy we have waived half the cost of the replacement even though we will not be receiving the defective one backA credit of $has been applied to the accountMr*** will be responsible to pay the remainderThank you for contacting us regarding this complaint and allowing the opportunity to respondSincerely, TINA G*** CORPORATE EXECUTIVE RESOLUTION SPECIALIST T ###-###-#### F ###-###-#### ***@ConsumerCellular.com

see attached
January 14, 2016 Revdex.com *** *** *** RE: *** *** *** Dear Revdex.com, When a customer purchases a SIM card from a retail location and activates it on our service, a credit of $should be automatically applied to the account to cover the cost that they paid for the SIM card however I don’t see that the $was added to the accountI did verify that one of the customer’s SIM cards was a purchase from retail and I have added the $credit for the SIM card. Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Sincerely, TINA G*** CORPORATE EXECUTIVE RESOLUTION SPECIALIST

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondWe’resorry to learn that Mr*** was unable to resolve this issue in one callWe did receive an email fromhim this morning and the agent escalated a request for adjustments which have now
been completed.The start date for billing on the additional line of service was changed to 5/2/17, the date the port wascompletedAfter applying a credit to the invoice for the cycle that included 4/26, the date theequipment was shipped, the balance due was reduced from $to $The additional line feewill be prorated on the next invoice for the service dates of 4/27/through 5/26/Please let us knowif we can be of further assistance.Sincerely,JESSICA H***CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F 503.675.8989Corporate.Resolution@ConsumerCellular.comwww.ConsumerCellular.com

April 19, 2018 Revdex.com *** *** *** *** Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondWhen a customer is sent a replacement phone Consumer Cellular will replace it with a comparable model if
the original model is no longer in stockThe ZTE phone has a larger screen and larger internal memory. The customer originally purchased the Doro phone in and it is no longer eligible for a refund or credit towards another modelThe customer has the option to purchase another phone if she would prefer something elseShe may purchase a new phone or get a certified risk free phone at a reduced price. Sincerely, TINA G*** CORPORATE EXECUTIVE RESOLUTION SPECIALIST

Thank you for contacting us regarding this complaint and allowing the opportunity to respondThisaccount was opened on 3/3/and a free SIM card was sent to use the customer’s own device, whichwas an iPhone 3GSThis iPhone was initially activated in (with another carrier)The iPhone 3GS
isperfectly compatible with Consumer Cellular service, however a seven year old phone is certainly goingto be slower than a newer phone that can utilize the latest network technologyThis is not somethingthat Consumer Cellular can control but a direct result of the capabilities and age of the device itself.After opening the account and configuring her device, we only spoke to the customer one time to adjusther rate plan and disable data to prevent overage chargesThe next call was on 5/when the accountwas cancelled at the customer’s requestThere are no charges for service after that dateThe service,including cellular data, was used through the cancellation date and the balance on the account was paidin full on 7/27/The charges were valid and a refund is not due.We are sorry that Ms*** was unsatisfied with the service she receivedI would certainlyrecommend upgrading her phone if she decides to resume any cellular serviceWe currently offeriPhone 5s for $plus tax and there are a number of other iPhones or Android phones available fromus or another carrierIf we can be of assistance in the future, please let us know.Sincerely,JESSICA H***CORPORATE EXECUTIVE RESOLUTION SPECIALIST

Complaint: ***I am rejecting this response because:
They still owe me credit for Surcharge & Other Charges, and Government Taxes & Fees on the $for the days
In addition the $20. was not a courtesy credit, per their "Customer Service Agreement" it was an amount they owed me.Sincerely,*** ***

Complaint: ***I am rejecting this response because:
On or about April 14, 2016, I sent a complaint to you about Consumer Cellular's policy regarding the unlocking of their sim card so I could replace their service with a service that would meet my mobile data needs. The complaint number is: #*** I received your response and Consumer Cellular's answer to my complaint. You sent me a message today stating that since you haven't heard from me, you consider the complaint closed
I thought I replied to that message, stating that contrary to their belief, I did not expect a wifi connection from them. I expected to be able to access mobile data. They do not have coverage in the area where I will need it, and I therefore tried to change to a different service (***). In the past, I have always been able to get mobile data with ***, and I need that connection in order to do business in that area. There is no wifi in that vicinity that I can access
I read my contract with Consumer Cellular over and over. I found NOTHING that warned me of their day policy. This policy states that it is up to their (Consumer Cellular) discretion to allow another provider's sim card to be installed in equipment purchased from them. Reading their Agreement with this experience behind me, I realize it really means that I have to comply with written AND UNWRITTEN clauses, and they have a right to terminate my service with me at any timeThey can do whatever they wantI purchased my phone from them in good faith, and I have completely paid it off. It should be MY phone, to do with as I please
My complaint still holds. It is that they state repeatedly in their contract, in their advertising, and in their hold message that there are no contracts! One of the first lines in their Wireless Customer Agreement states, ..."There is no requirement that you maintain service for a specific term length." I should be allowed to go with another provider who can give me what I need
Sincerely,*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that, after total hours of time expended, the voice mail problem has now been resolved. of the hours were spent waiting. It finally took your agents hour to get the voice mail back on. I'm in the Capital (Baton Rouge) of Louisiana - not a rural area. I would like to thank your agents, Sally, for trying everything she could and for calling me back at the designated times so that I avoided further wait times. I also would like to thank Connie, the supervisor, who finally was able to resolve the problem. Your agents were courteous and worked hard to solve the problem (which was caused by Consumer Cellular) I understand that you have a lot of new sign-ups and therefore are temporarily short handed. Nevertheless, when a customer repeatedly get the message that the wait time is 5-min., then expectations are set and someone ought to pick up w/i min Next morning (after my complaint) there was now an option for a call back - now 10-min - and I tried it twice w/o success. Finally I held for min and Sally answered and was very helpful. It took one hour between Sally and Connie to fix the problem, but it is now fixed. I recommend you are accurate about the wait times and actually call back as promised by the recorded message. This will make your customers a lot less angrySincerely, *** ***