Consumer Cellular

Revdex.com Complaint ID [redacted] (Customer # [redacted])Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Thisaccount was opened on 11/8 and the number transfer process was started the same day. Transferring aphone number from a land line...

carrier can take much more time than transferring a wireless number.This can vary depending on the land line carrier. I understand that there was an unusual delay insuccessfully transferring the customer’s phone number. Our porting team was working on this numbertransfer and checking on it daily. When transferring a phone number we submit a request to theprevious carrier and have to wait for their response. They set a “due date” telling us when we willreceive the response. If the old provider does not release the number for any reason, the process startsover again and are given a new due date each time. In this case, we repeatedly received a response thatthe name did not match the Windstream account in spite of our attempts to verify the name on theaccount before each resubmission.Below is a list of the contacts we had with the customer, Windstream and our escalations teams. Wecontacted Windstream multiple times to try to resolve the transfer. The transfer finally completed on12/9/16 and the Consumer Cellular service was finally fully active. Between 11/8/16 and 12/8/16, thecustomer had split service meaning their Consumer Cellular phone was active for outgoing call butincoming calls were still routed to their Windstream service. I have applied a credit of $21.63 to theaccount which will go towards the invoice. We’re sorry the customer experienced a delay in completingthe number transfer. If they experience any additional issues please do let us know.11/14 Customer contacted us about port in from Windstream. We recommended they contactWindstream as we had not yet received a response to the port request.11/14 Customer called back we advised we were waiting for a response from Windstream, the due datewas 11/1711/16 Customer called checking on port, port was in acknowledgment again with a due date of 11/2111/16 Customer escalated we reviewed time frame for landline port.11/23 We received a resolution required response and updated the name on port and resubmitted; wereceived a due date of 11/28 for a response from Windstream.11/27 We received a resolution required response and again updated the name on port andresubmitted; we received a due date of 12/2 for a response from Windstream.11/29 A porting specialist called the customer, reverified Windstream account info and emailedWindstream for assistance.11/30 Customer called in escalated to a supervisor, advised that we have been in contact via email withWindstream and we are waiting for response. We verified again customer info. Customer name is listedas [redacted]. We advise we are following up with the port and will contact her when we have anupdate.11/30 A porting specialist contacted Windstream to see if we can get a response on port request sooner.We were advised we need to resubmit the port with correct name “[redacted].”12/1 A Senior Specialist took over port and contacted customer- verified info and the there are no otherservices attached to the line. There were none so it should be a simple port. Escalated to our networkprovider AT&T for additional assistance.12/3 Called customer to check in and advise on status of escalation12/4 Called customer to check in and let her know we are still waiting on a response. Let her know wewould contact her once we got a response.12/5 Customer called in and was advised that we are still waiting on an update.12/5 Customer and son called in and was transferred to the Senior Specialists. Assured son we are doingeverything we can. Went over process and advised we have sent the request and have escalated theport. We will contact them when we have a response.12/6 We requested an update and were advised to allow 48 hours as the port was being worked by thewireline escalations team.12/7 Port was confirmed by Windstream releasing the number with a due date of 12/8. Called andspoke with customer and advised that we have a confirmation. She should be able to receive calls by12/9. Advised to call us if she does not, left specific instructions on account to transfer call if she callsback.Sincerely,JESSICA H[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Ms. [redacted] receives a 5% discount of the plan cost. Her plan currently costs $70.00 per month. We provided a discount of $3.50 which is 5%. The discount is correct. The original amount and the...

discount are shown on page one of every invoice. Here is what this looks like.
The increase to Ms. [redacted] invoicing is the increase in her plan limits. She had been on a lower data and text plan. The system had upgraded her plan from 500MB to 1.5GB as she had exceeded the smaller plan. This change was made on 7/18/2016. Then someone went in, via the customer’s online account on 8/26/2016, and increased the plan again. Each plan increase is in $10.00 increments so these two changes increase her monthly bill by $20.00. Ms. [redacted] is welcome to change her plan back down if she no longer wants and needs the higher plan.It does cost $10.00 for every additional line. Additional lines are not free and we don’t have a family plan where additional lines would be free. What we do have is free calls between any phone numbers on the account.
Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [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 respond. Ourpolicy is that the defective phone must be returned in like-new condition for us to accept it back. If thereturned phone is denied, the customer must pay for...

the replacement phone that we initially sent forfree.I listened to the call between the customer and the agent who setup the replacement. Properexpectations were not set. I also looked at the picture of the damage that shipping reported as thereason for the denial. Since the damage on the phone is not the cause of the defect, and because properexpectations had not been set, we will honor the return.I am sending a return label to Ms. [redacted] and I have communicated with shipping to accept thereturn when it comes back as long as there is no additional damage beyond what we notated the firsttime.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

Complaint: [redacted]
I am rejecting this response because: the original phone may have been naught in December, but the replacement phone was in may due to all the reset steps they make you do and when they don8note it in your file, they make you start over. 
Sincerely,
[redacted]

Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I’m sorry to hear that our service is not working well for Mr. [redacted]. I have checked the coverage map and his home is in a moderate coverage are, which means that there may be service...

issues especially within buildings.

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Mr. [redacted]is outside of the refund period. We can replace the phone if it is in like-new condition. If he would like todo that, he may email to [email protected] and I can have someone contacthim to set that up. His warranty is valid until 3/7/2018.

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Ms. [redacted] began service with us on 7/28/2016 and called to cancel on 9/27/2016. Customers are responsible for telling us that they wish to cancel their service and they are...

responsible to pay for service through the date of cancellation. On 8/9/2016 we received a phone back from Ms. [redacted]. We refunded the cost of the phone, in the amount of $75.68, back to her card ending in [redacted]. On 9/27/2016 she called and cancelled her service. On 11/30/2016 Ms. [redacted] disputed a payment she had made for service. We refunded that amount back to her card, as we are required to do, even if it’s valid. The amount was put back onto the account as being owed and a $25.00 late fee was assessed. On 2/7/2017 we spoke with Ms. [redacted] and advised her that if she dropped the credit dispute we would waive the late fee. She was advised that if it was dropped we could also then backdate the cancellation to the date the phone was returned to us and provide a refund for that period of time however; she adamantly refused to do so. Ms. [redacted] has been given the option to resolve this matter, and in her favor, however she is not willing to do so. Currently the account has a balance owed of $54.75. If Ms. [redacted] changes her mind, we would be happy to work with her. If not, the account will be assessed additional late fees and eventually will be transferred to a collection agency. I recommend that Ms. [redacted] contact our billing department immediately if she has changed her mind, to avoid the collection process. Their number is 1-888-549-4789.

Complaint: [redacted]I am rejecting this response because:
Hello,
I have just received an email from Revdex.com stating that my complaint had been closed.  I HAVE NOT received ANY  messages from Revdex.com since my notification that my complaint had been received and an email message that my complaint was under review.  Consumer Cellular actually verified the truth of my complaint.  They confirmed that they had been billing my account by my credit card number ending in [redacted] which I DID NOT give them permission to do.  I had given my banking account number ending in [redacted] for them to use. I also, was not on an auto pay system with their company which means that I chose when to pay my bill NOT THEM. They told me that they had only gotten my banking information in March, 2016 which is NOT TRUE.  I provided that information to Consumer Cellular just after I established my account with them. I assure you that I have not received any email notifications from Revdex.com about this case as I have stated above.  I do not appreciate Revdex.com lack of diligence with my case. And I ask that this case be reopened.  With the information provided by Consumer Cellular proves my complaint which was that Consumer Cellular used my credit card number to bill me when I DID NOT GIVE THEM PERMISSION TO DO SO. When I established my account with Consumer Cellular they required that I give them my credit card number to establish the account that is how they got my credit card information. I appeal Revdex.com decision to close this case.
Thank you, 
[redacted]
[redacted]
Phone: [redacted]Sincerely,[redacted]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. It appears that Mr. [redacted] did speak with us on 3/25/2016. If he is still in need of assistance he may reach us at 1-800-686-4460. Our call center can be extremely busy on...

Sunday and Monday. Tuesday, Wednesday and Thursday are the best days to call us for the lowest hold times.

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I amsorry to hear of Ms. [redacted] passing.For us to be able to unlock the iPhone, the account cannot have a balance owed. There is currently abalance owed of $74.68, which includes a late fee. As a...

courtesy I have waived the late fee and reducedthe invoicing, leaving a balance of $53.48. Once that is paid, I would be happy to unlock the phone.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALIST

Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I’m sorry to hear that our service is not working well for Mr. [redacted]. I have checked the coverage map and his home is in a moderate coverage are, which means that there may be service issues especially within buildings.

Complaint: [redacted]I am rejecting this response because:
There was only one complainant filed with my credit card company; which was in the amounts of $102.00 and the $350.00. How the dispute was presented to Consumer Cellular I'm not sure of.  I paid back the $102.00  (plus $25.00 late fee) balance against the advise of my credit card company and did in fact ask them to close the dispute because I was satisfied at that point.  When Consumer Cellular sent the "Return Confirmation" on 8/24/15, I thought the whole issue was done.  Then I get a bill in the mail for the $350.00, and couldn't believe that they were requesting me to pay them the balance of the IPhone which had been returned to them.  I should not be paying for merchandise which has been returned and it is not my fault how, why or when my credit card company notified Consumer Cellular of my complaint. I was protecting myself because the reps. at Consumer Cellular were not. Sincerely,[redacted]

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 removed. I do not want my name attached to any account with Consumer Cellular.Sincerely,[redacted]

Dear Revdex.com,
Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We havespoken with Ms. [redacted] about this already and she was advised that a credit check would be run. Thecall is a little over 25 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 ago. The agent verifies the voice plan; thecustomer wants to purchase a new device with no text messaging. The customer wants the Doro626 in burgundy. Agent 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 phone. Does not want any accessories. Is not anAARP member.
? Agent confirms spelling of name for account.
? Agent asks for the last 4 digits of the customer’s social security number.Customer “Is that necessary to process?”Agent “Yes. It’s for a standard credit check.”Customer “Oh, so you’re going to run my credit?”Agent “Just to approve the service.”Customer “Ok. Were you going to let me know beforehand?”Agent “Yes.”
? The customer goes on to ask if it’s a hard check. The agent explains that the credit point comesoff after about 6 months. The 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 berun. Customer 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 process. The points onher credits score with Equifax will typically be there for about 6 months. To 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 order. Is that ok?”
Sincerely,
TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 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 respond. We donot sell our phones as unlocked. This is mentioned both online as well as in our end user agreement. Thecustomer can cancel at any time without an early termination fee as we do not have...

contracts and if thecustomer cancels within our risk free guarantee, they can also return the phone for a refund if it’s withinthe store’s policy.All of our terms of service are in our end user guide which is sent with every new account and is also onour web site.As a courtesy I have gotten the unlock code for the phone. This does not guarantee service with anyother company. The code is [redacted].Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

Complaint: [redacted]I am rejecting this response because: This is Consumer Cellular's "SPIN" on my raised issue with them. I've heard all this before, so I'm mot surprised. It appears that we have a "he said, she said situation." Big Business plays this trump card when all else fails knowing that when it comes to a "TIE" Big Business will always win.
This $35 off a new phone is a joke. The phone they mention is pure garbage in the industry. Competition offers free phones (Samsung, i-Phones, Androids) that are worth something. What Consumer's does is truly "penny wise and pound stupid." I'll let them make that mistake and [redacted] can live with it.
Sincerely,[redacted]

Dear Ms. [redacted]:This is in response to your March 18th letter and Consumer Cellular's March 17th letter whichwas enclosed. Ms. Tina G[redacted], Consumer's Resolution Specialist was not sincere in implyingthat she would have sent me a postage paid envelope in which to return the phone. She nevereither wrote or mentioned that to me. As I stated in my March 12 letter, Consumer employeesjust told me to go to Targets and to intimidate me, had a collection individual call.Ms. G[redacted] mentions that the cost of returning their Doro phone is $6.80. Enclosed is copy ofthe delivery receipt signed by Kathie W[redacted] of Consumer, on February 15th, which refers to theDoro phone which I mailed from my post office on February 11th. Also enclosed is a copy ofthereceipt from the Post Office indicating that my cost for mailing it out was indeed $18.65 andnot $6.80 as she falsely claims. Additionally, I did not get the $6.80 credit as she mentions inher letter, and I am still getting email messages on my Motorola phone which I never had priorto getting the Doro phone and which I told t hem to cancel. [redacted]

Complaint: [redacted]I am rejecting this response because:
They are full of CRAP. I’ve NEVER used that many minutes, EVER. Look online at the same complaint from other EX-customers.
Best Regards,
[redacted]

Complaint: [redacted]I am rejecting this response because:  It is a lie that Consumer Cellular spoke to the account holder numerous of times who they think is [redacted] because [redacted] has been incapacitated since January 11, 2016  and is still hospitalized to this very day!  He cannot speak so I would love to know how they think that they spoke to the account holder [redacted]! Attached is a photo of my father [redacted] on February 27th 2016 where by Consumer Cellular claims that they spoke to him.  I feel that they are scamming my father for money!
Sincerely,[redacted] POA

Dear Revdex.com,
Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Ourpayment processing center is not equipped to handle cash and coin. This is why our remittance slipsspecifically state to include the check number or credit card number. It is unsafe to send...

cash throughthe mail system, and in Mr. [redacted]’s case, the cost to send the box full of pennies was quiteexpensive for him. When cash or coins are sent to the processing center they have to send thosepayments to us, which are done once a month, because they cannot take cash & coin.
Mr. [redacted] opted to send just shy of $70.00 worth of pennies to the processing center. We havenow received the pennies and applied that to his account. As a courtesy we waived one of the $10.00late fees.
Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F 503.675.8989Corporate.Resolution@ConsumerCellular.comwww.ConsumerCellular.com