Consumer Cellular

Thank you for contacting us regarding this complaint and allowing the opportunity to respondThe additional line of service that Ms*** is referring to is one that was added, per the customer’s request, to try it outOn 4/21/she requested to return the phone but the line was not
cancelledIt was cancelled on 5/18/and a credit was given to the customer for the additional line fee.While we do have an auto upgrade feature which will change the customer’s plan if they exceed the one they are one, we have never auto upgraded Ms***’s planMs*** was on our minute planIn January of this year we increased the available minutes of our plans without increasing the cost to the customerThe price for the minutes was $and we began to give her unlimited minutes for the same cost of $Her bill never increased.We reserve the right to change how our plans are structuredAll of our customers were notified of this change by email as well as on an insert in their invoiceI will include the portion of our end user agreement belowIt is the customer’s responsibility to read their invoices and make changes to the plan they’re on if they wish to do soAs a courtesy I have applied and additional $credit to Ms.***’s accountCan Consumer Cellular Change My Service Terms And Rate? Can I Change My Service Terms And Rate? We may change any terms, conditions, rates, fees, expenses, or charges regarding your Services at any timeWe will provide you with notice of material changes (other than changes to governmental fees, proportional charges for governmental mandates, roaming rates or administrative charges) either in your monthly bill or separatelyYou must pay any additional charges from the date of our modification, even though you may have paid for the Service in advanceYou understand and agree that state and federal Universal Service Fees and other governmentally imposed fees, whether or not assessed directly upon you, may be increased based upon the government’s or our calculationsIf you lose your eligibility for a particular rate plan, we may change your rate plan to one for which you qualifyIf you would like to make changes to your Service, please contact a Consumer Cellular representativeSome changes may be subject to limitations and/or additional chargesYou must pay any additional charges from the date of your requested modification, even though you may have paid for the Service in advanceYou may terminate this Agreement at any time, but you will be responsible for all charges incurred through termination

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

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

March 23, 2018 Revdex.com *** *** *** *** Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondI mentioned in my previous response that we were not able to leave messagesIt sounded like someone picked up the line and then hung upWe weren’t able to get to voicemail. One of my technicians did make contact on the evening of 3/21/and went through some troubleshooting stepsA test message was delivered immediatelyMs*** was advised to keep track of delayed messages, the other phone number, and the time and dateIf we have three examples we will be able to submit a ticket. I understand that Ms*** would like to have this issue resolved, as would we; however we need information to do thatA new phone will not address this issueIt is a service issue. Sincerely, TINA G*** CORPORATE EXECUTIVE RESOLUTION SPECIALIST

February 24, 2016 Revdex.com *** *** *** *** Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondMs. *** is within her right to contact the attorney general for her state however our response will be the samePer our end user agreement, the customer is responsible to pay for service through the date of cancellation. TERM COMMITMENT, CHARGES, BILLING AND PAYMENTWhat Is The Term Of My Service? Your Agreement begins on the day we activate your Service and continues through the day your Service is terminated by you or us pursuant to the terms of this AgreementThere is no requirement that you maintain service for a specific term length. What Charges Am I Responsible For? How Much Time Do I Have To Dispute My Bill? You are responsible for paying all charges for or resulting from Services provided under this Agreement, including any activation fee that may apply to each voice or data lineYou will receive monthly bills that are due in fullRecurring monthly fees and non-recurring Service charges will be billed as soon as possibleBilling cycle end dates may change from time to timeIf you have authorized charges to a credit card, debit card, or checking account (collectively, “Financial Account”), no additional notice or consent will be required before billings to that Financial AccountPayments of all charges, including disputed charges, must be received by the due date shown on the invoice. Sincerely, TINA G*** CORPORATE EXECUTIVE RESOLUTION SPECIALIST

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondMs*** did speak with one of our agents recently who was able to get her picture messaging to workThe cell phone’s mobile data was off and it must remain on or the phone will not send and
receive picture messagesI see from account notes that the agent also told the customer that WiFi must be turned offI apologize for the misinformationThat is not correctWiFi can be on or off, that won’t matter, the only thing that does matter is that mobile data MUST be onIf picture messaging is still an issue I would be happy to have one of my lead technicians give Ms*** a call

Revdex.com Complaint ID *** *** *** (Customer # ***) Dear Revdex.com, *** *** opened an account with Consumer Cellular on 1/3/and cancelled the account on 9/29/Consumer Cellular is not a prepaid service- we always bill in arrears for monthly fees and usageWhen service
is cancelled, there is always a final bill for services provided through the cancellation dateThe service dates show on page two of each monthly invoiceGoing back to when this account was opened on 1/3/2012, the first payment for service was made on 2/23/for $on a credit or debit card ending ***This first bill cycle ran from 1/3/through 1/31/and was due 2/23/The customer was not billed in advance for serviceThe last payment made on this account was $on 9/2/This bill was for service provided from 7/12/through 8/11/The current balance of $is due 10/4/for service provided from 8/12/through 9/11/Because the account has now been cancelled, a final invoice will soon generate for the service from 9/12/through 9/29/2015, the date of cancellationThe service was being used through 9/29/2015, no credits or refunds are dueOnce the final invoice is generated, it will be mailed to the billing address on file and there will be a notice on the bill that this is the final invoiceThank you for contacting us regarding this complaint and allowing the opportunity to respondIf Mr*** has additional questions about his account or billing, we encourage him to contact us so we can assist furtherSincerely, JESSICA H***

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

April 27, Revdex.com *** *** *** *** RE: *** *** Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondI don’t know what paperwork Ms*** is referring to however I have mailed the most recent invoices to the address we have on fileThe credit of $was refunded to the card ending in *** yesterdayIt may take up to days to post to the cardSincerely, TINA G***

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondWe spoke with Mr*** in regards to unlocking his phoneHe was advised that we needed him to send us proof of purchaseIf the phone was purchased over days prior to the cancellation of the
account, I would be happy to unlock it.Mr*** can email me a copy of the purchase receipt at: [email protected]

Revdex.com:
Not the first time I heard "...and nothing further will be due"but since it is now in writing I have accepted their responseI have already cautioned many colleagues who also work abroad regarding this companies inabilities
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Revdex.com *** *** ***Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondMr.*** was originally using a phone that was not purchased from usThat is the phone that Targetappears to have brokenThey gave him a replacement
phone.Our policy requires that the phone must be on service for days before we will unlock itI can get thephone unlocked anyway, even though he didn’t have it that long, but I must have the IMEI of the phonehe is using and verify that it is one from usWe currently don’t have that information.Once the customer provides that information I can get it unlocked for him.Sincerely,TINA G***CORPORATE EXECUTIVE RESOLUTION SPECIALIST

Dear Revdex.com,
Thank you for contacting us regarding this complaint and allowing the opportunity to respondI am
sorry to hear of the passing of Ms***We did receive the death certificate with the date of
10/12/Our billing department credited the amounts billed after that but the amounts
owed from
prior to that are validAnother late fee has accrued since we were in contact with the estateWe will
waive the late fee if the amount of $is paidHere is a copy of the letter sent in regards to this
December 20,
Estate of *** *** *** *** *** ** *** *** ** ***
Account No***
Amount Due: $
Dear Executor,
Consumer Cellular is sorry to have learned of the passing of *** *** ***We wish to express our
sympathy during this difficult time
In an effort to assist you with closing the estate, we would like you to know of the charges for the nowcancelled
accountConsumer Cellular does not bill in advance, we bill in arrears like most utilities
Received death certificate, account has been noted
As a courtesy, we have waived one invoice and late fee on the account leaving a balance of $due
Because there is usage prior to date of death we are unable to waive any other feesPlease see the
enclosed copy of invoice for billing dates and amounts due
Please call our billing department directly at 888-549-4789, to discuss further or to make payment by
phone with credit/debit card or e-check by phoneMail your payment to Consumer Cellular, PO Box
Pasadena, CA 91109-
Thank you for your attention to this matter and again; please accept our condolences for your loss
Sincerely,
Consumer Cellular
Sincerely,
TINA G***
CORPORATE EXECUTIVE RESOLUTION SPECIALIST*Please see attached

Dear Revdex.com, The most recent account that Mr*** had with us started on 4/21/and was cancelled on 5/22/He paid nothing on this account as it was cancelled within the risk free guarantee so all invoices were clearedHe did have one other account with usThat account was
opened on 12/16/2014 and cancelled on 3/25/when we sent it to collections due to non-payment. We did receive emails from the customer although it was hard to decipher what the root issue was as the customer claimed that we were on drugs, that we were slaughtering Indians, and other nonsensical statements. There is nothing further for us to do for this customer as the accounts are cancelled and the one which had a balance was sent to collectionsThe balance before being sent to collections was $The invoice was valid and will now need to be paid through the collection companyHe may call PCS at *** *** if he would like to settle his accountWe will not be offering service to this customer. Thank you for contacting us regarding this complaint and allowing the opportunity to respond

Thank you for contacting us regarding this complaint and allowing the opportunity to respondWe have tried to contact the customer a couple of times however we haven’t hear backThe account has been cancelled and until we can make contact with the customer, there isn’t anything that we can do.The
phone is not eligible to be returned to us for a refund as it was purchased through a retail locationThe customer can try to take it back to the store to see if they will refundOur only option would be to replace it under warranty but we would need to go through our troubleshooting first.Sincerely,TINA G***

Revdex.com *** *** ***Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondMr.***’s phone is not eligible for refund due to the password being set on his phoneWe can process awarranty, as I stated before, but we will not refund money for it.Sincerely,TINA G***CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F

December 21, 2017 Revdex.com *** *** *** *** Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Consumer Cellular and SquareTrade look to replace a customer’s phone with the same model, or if the same model
is not available, a similar in comparison modelPrice is not a good gauge of the quality of the phonePhone prices can change drastically based on stock, sales, demand, etcTo buy a Samsung Relay now, it would cost about $The phone we sent, which had a price drop, is currently selling for $100.00. Here are the specifications for each phoneAs you can see, the phone we sent the customer is a better model. Replacement Samsung JOriginal Samsung Relay 5.5” high definition TFT screen 4.0” Super Amoled screen x pixel HD display x pixels 1.6GHz octa-core processor dual-core processor 8.0MP camera with digital zoom 5.0MP camera 5.0MP front facing camera with auto focus 1.3MP forward facing camera 16.0GB internal storage 8GB internal storage Supports up to 256GB microSD car Supports up to 32GB microSD card Operating System: Android Nougat Operating System: Android Ice Cream Sandwich

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondWeapologize for any confusion you may have experienced during your time with usPrior to transferringyour phone number to our service we sent you an email and we called and left a message stating
thatthe number would automatically begin its transferI will include below the email that was sent.When you contacted us a few days later to tell us that your home base had not arrived, your numberhad already completed the transferUnfortunately, we had no way of knowing that you were withoutservice until you contacted us.Per our previous conversations with you, we have sent a replacement device free of charge for the onethat was lost in transitIt should arrive to you in a few daysI have adjusted the start date for that line ofservice so that you are not being billed for the time without your phone.Here is the email that was sent.Email Us | Call Us: (888) 345-5510NUMBER TRANSFER SET TO BEGINAccount #***Dear *** ***,Thank you for choosing Consumer Cellular for your wireless serviceWe area different kind of wireless companyWe know you have choices and wewant you to be with us because you love our easy plans and great service,not because you're bound by a contract.Moving Your Existing Phone NumberWe have noticed you have not yet started the process to move your existingphone number to your Consumer Cellular phoneThis is a quick reminderour system will automatically start this process for you in days from the date of this email.If you have any questions or would like to move your number now, pleasevisitMy.ConsumerCellular.com or give our award-winning, U.SbasedCustomer Service Team a call today at (888) 345-5510.Thank you for choosing Consumer Cellular; we appreciate your business.Sincerely,Consumer Cellular Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***However at this time if I do have more problems with this phone I am to get a different one per the technicianHe agreed that no one should have all these problems with a cell phoneTHank you

Complaint: ***I am rejecting this response because:I have requested twice now that I want to cancel my account with Consumer Cellular, once on 8/then again when I complained to the Revdex.comWhy would you continue to charge me for phone service when I have repeatedly requested that you cancel my account! I have asked for months refund and you continue to charge me for service I don't wantPlease issue another check for months service PLUS the month you just deducted from my refundWorst service everSincerely,*** ***