Consumer Cellular

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

December 10, 2015 Revdex.com *** *** *** *** Dear Revdex.com, Mr*** concern appears to be that we are charging him for excessive textI have looked back through his invoices and I don’t see any where we charged for text other than just the texting plan
he has chosenHe’s never been charged overagesThe customer goes on to say that we don’t explain for the additional charges but there hasn’t been anyThe only extra charge I see was back in June for a couple international calls/text but there was nothing before or after that. It would be very helpful if Mr*** can tell us exactly where on the invoice he is seeing these charges, what they are listed as on the invoice, and what the amount wasWith this information I can better assist the customer with his concernsI’m also unsure why the customer keeps increasing his plans as he uses way less than the plans he has moved up to. Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Sincerely, TINA G***CORPORATE EXECUTIVE RESOLUTION SPECIALIST T F 503.675.8989 [email protected] www.ConsumerCellular.com

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

Complaint: ***I am rejecting this response because: The business states 100% satisfaction guaranteed and their goal, "our goal is to make sure you're always 100% satisfied and if for any reason you're not happy with the our service or your phone, please contact us immediately so we can help." I did this repeatedly, received no relief, did not get my questions answered until I pushed the issue which is very unprofessional. Also, in repeatedly being referred back to customer service, it ended up opening Pandora's box about the secretiveness of this organization. At least two representatives/supervisors told me that they cannot call corporate or the headquarters and couldn't even call the human resources office as staff members. It is apparent I have been given the run around and the company is not what they claim to be. Much of the responses I received to my concerns and my complaint to the Revdex.com was either a lie or inconsistent with what I was told. I strongly suggest that customer service training be given to employees and supervisors, that the authoritative, secretive practices be ended and changed, and that they stop making statements like %100% consumer satisfaction if all they are going to do is give a consumer a hard time. Please file this as a permanent unresolved complaint with the Revdex.com.Sincerely,*** ***
***

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]

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/

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 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

Dear Revdex.com,
Thank you for contacting us regarding this complaint and allowing the opportunity to respondIapologize for my spelling errorsUnfortunately spell check isn’t infallible, nor am IYes, I was referring to*** and I intended to say that we are not part of them
In regards to unlocking the phone, the customer may return it for a refund if all accessories are returnedand the phone is in like-new condition, as I explained previously
Sincerely,
TINA G***

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

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,*** ***

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondThis account was cancelled on 10/4/as requested by the customerConsumer Cellular bills in arrears for monthly service and usage, meaning after it is usedWhen an account is cancelled,
there is always a final bill for service through the cancellation dateWe do not have contracts, however this is not a prepaid serviceAt the time of cancellation, the last payment that had been made was on 9/2/for an invoice that was due 8/31/This paid for the service provided from 7/10/through 8/9/The next invoice was $for service provided from 8/10/through 9/9/and was due 10/6/This invoice was unpaid so the balance forwarded to the next and final invoice for service dates of 9/10/through 10/4/16, the date of cancellationThe total balance due at that time was $We received a payment of $on 11/18/This leaves a remaining balance of $due; this is a valid bill for service that was active and used through the cancellation dateTwo $late fees have also accruedIf the balance of $is paid by 1/6/2017, we will waive the late fees and the account will be paid in fullIf the customer would like to make a payment or speak to someone regarding her account, please contact customer service at 800-686-

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: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, *** ***

Revdex.com *** *** ***Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondOur NiftyFifty promotion was not based on the age of the customerOur promotion was for anyone who addedan additional line onto their service; a second, third
or moreThe first line of service did not qualifyMs.*** did not qualify for that promotion but she did qualify for our free month promotion so hernext invoice rate plan will be waivedShe will still be responsible for the taxes, calls, andinternational calls; should she make them.Looking at the customer’s usage, the first date of usage was 3/16/2016, which is days after the startdate of her billingAs a courtesy I have given a prorated credit for the days without serviceThis haslowered the invoice from $to $and is due on 5/1/2017, which will be taken by automaticpayment.Sincerely,TINA G***CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F [email protected]

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,*** ***

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

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