Consumer Cellular

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Wespoke with Mr. [redacted] on 11/1/2016 and advised him at that time that the issue was not with hiscredit. The issue is that there is another previous account in the...

household with the same address for[redacted], his wife. We can still open an account in his name. I will have someone reach out tohis to discuss his options.He will be required to be on our Autopay program because it appears he is purchasing a phone that hewill be making monthly payments on. Once the phone is paid off we can remove the requirement forautopay.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

Complaint: [redacted]
I am rejecting this response because: My bill should be the same as it is every month plus one day of service plus taxes and fees for one line.  Consumer Cellular has yet to explain how one line of service which is prorated to the amount of $.36 can possibly have a tax/fees/surcharges totalling $6.40.  According to them, my current bill is $40.69.  My normal bill was always $43.93.  There is a promotional credit of $10.00 on the current bill. So if you take $40.69, add the promotional credit you get $50.69, that's what I'm being charged this month.  My normal monthly bill is $43.93.  My current bill minus my previous standard bill ($50.69-$43.93=$6.76) leaves us with a difference of $6.76.  Of that amount there was a prorated line of service charge of $.36 ($6.76-$.36=$6.40) leaving us with an amount of $6.40.  How is it possible that a line being charged $.36 could have taxes, fees and surcharges amounting to $6.40?  Here is the math on how much my bill should be charged for 1 day of service for my additional line as per their billing percentages: Consumer Cellular Surcharges and Other Charges:Fed USF Cellular: Federal                 at a rate of 16.70%      $.36*16.70%=.06FCC Regulatory Fee (Wireless): Federal          at a flat rate of $.01Operational Compliance Fee              at a flat rate of $1.08 Government Taxes and Fees:NY MCTD 186c (Wireless): Queens County              at a rate of .72%        $.36*.72%=.0025 (less than a penny and would be rounded down to $.00)Excise Tax (Wiresless): Local                     at a rate of 2.35%                  $.36*2.35%=.00846 Excise Tax(Wireless): NY                at a rate of 2.90%                 $.36*2.90%=.01044Public Safety Communications Surcharge: NY             at a flat rate of $1.20E911 (Wireless): Queens County                    at a flat rate of $.30NY Local Transit Tax: Local                   at a rate of .38%             $.36*.38%=.001368 (less than a penny and would be rounded down to $.00)
NY Sales Tax: Local                 at a rate of 4.5%           $.36*4.50%=.0162NY Sales Tax: NY               at a rate of 4.00%            $.36*4.00%=.0144 If you add all that up the total of fees and taxes and surcharges for one line for one day of use is $2.72.   I should be charged $2.72 in fees plus $.36 for usage for a total of $3.08 to my normal bill of $43.93 for a total of $47.01.  with the $10.00 promotional credit my current bill should be $37.01.  I want it adjusted accordingly.  Consumer Cellular has not provided an itemized bill to prove their over charges are correct.  My math is correct and the proof is in this letter above.    
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: your company made no attempt or effort to respond or remedy the lack of service on the days that were most critical... Interruptedto  service, no service. Please make the adjustments for the minutes used (billed at $33.23) and remove me from your email and customer lists. Please make no further request for payment. [redacted] 
Sincerely,
[redacted]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Mr. [redacted] started service on 6/17/2017. The account was suspended due to non-payment on 1/10/2018. The account has been paid off and nothing further is owed however, on...

1/30/2018, there was a balance of $85.64. This was comprised of three invoices. $25.88 for the dates of 10/15/2017 – 11/14/2017, $26.33 for the dates of 11/15/2017 – 12/14/2017, and $33.43 for the dates of 12/15/2017 – 1/30/2018. Mr. [redacted]’s invoices did have taxes and fees on them but he carried a credit balance on the account so he may not have realized the actual bill cost. I have included snips of the billing summary from all invoices below which shows the taxes. Sincerely, TINA G[redacted]

Revdex.com [redacted] Dear Revdex.com, Usage can be delayed for 24-48 hours. When it gets down to the last few minutes before midnight on the closing of the bill cycle, this can be difficult to gauge if a customer is coming so close in their usage. Once the bill cycle ends, we give the towers...

about two days to finish getting us all the usage that happened at the end of the billing cycle because of this delay. The customer has already had one bill adjustment within the last year, due to overages, and we are therefore unable to lower the cost on this invoice. The invoice cost is $158.86, $130.34 of which has been paid. There is a remaining balance on the account of $28.52 and is due by 10/31/2015. Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Sincerely, TINA G[redacted]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Letters that come into the company are given to me and I in turn respond, or one of my employees does. I don’t’ see that we received a letter from Mr. [redacted] addressed to John. I did...

receive another complaint from the customer through the FCC which I responded to on 7/15/2016. Since we don’t have the letter that the customer is referring to, he will need to advise me of what was needed so that I can properly respond. I listened to the call with Thomas. While I agree that he could have handled this call much better, and I will be addressing that with his supervisor, he gave correct information which was that we did not have the customer’s phone, the one that he wanted unlocked, listed in our system and therefore we did not have the ability to do anything from our side.

Complaint: [redacted]
I am rejecting this response because: I had the phone for less than 15 days, I did not damage it. The "final" cost you waive if $10 is an extra fee you tried to add to tack insult to injury. You already took $32 for a broken phone and 15 days of service which if you look at the records it was hardly ever used. 
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:
 
They did not respond to my claim of excessive minutes charged when not actually used. And they could have changed the plan back to the original 20.00/month. They are nothing more than a RIPOFF Company and need to be shut down.Sincerely,[redacted]

Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I’m sorry that Ms. [redacted] was without service for a portion of time. I have looked over her account and based on her usage, she was billed at the best rate possible. During the first invoicing period she used...

3,919 voice minutes, 615 text and 4.10GB of data. The invoice total for her two liens of service was $126.83. Ms. [redacted] is autopay required which means that there must be a valid credit or debit card on the account that we will take payments from. Should we attempt to take the payment for an invoice and the card declines, the account is immediately shut off. On 12/22/2016 Ms. [redacted] made a $100.00 payment through our phone system, leaving a balance of $26.83. On 12/23/2016, the due date of the invoice, we attempted to take the remaining balance but the payment did not go through so the account was cancelled. Once Ms. [redacted] paid the remainder, just a short time later, we reactivated her account. The issue with Ms. [redacted] getting her service to work appears to be that she was trying to use a phone from another provider but the phone was not unlocked. Ms. [redacted] asked that we do not start the transfer of her numbers until 11/21/2016, per her call to us on 11/6/2016. On 11/18/2016 Ms. [redacted] asked us to go ahead and start the transfer. Once we began the transfer of the numbers it went through very quickly; within about an hour. As a courtesy I have provided a $10.00 credit which is the price difference from the unlimited voice plan to the 4,000 voice plan. The credit also adjusts for the associated taxes. Ms. [redacted] has a credit on the account in the amount of $10.81 which will be applied to her next invoice.

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Service is billed through the date of cancellation, which is 2/28/2017. When we spoke with Mr. [redacted] on 2/20/2017 he stated that he didn’t get service in his home but did get...

service outside his home. Prior to that he also stated the nearest tower was 5 miles away from his home. Mr. [redacted] appears to have known that service was not good at his house yet he kept the service. The amount that is owed is for the dates of service 1/26/2016 – 2/28/2016. That amount was originally $20.66 however we applied courtesy credits to that amount which lowered the invoice to $15.16. This amount is valid and needs to be paid by 74/23/2017 or will be at risk for further collection efforts. There was usage on the line through 2/28/2017.

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. It appears the Ms. [redacted] concern is over her Wi-Fi. This does not have anything to do with the cellular service or cellular coverage and changing to another provider will not change the...

availability of Wi-Fi. In our end user agreement we state that unlocking phones is at our sole discretion. Our policy is that a customer must be with us for 180 days before we will unlock their cell phone. Their account must also be up to date and the phone paid off. 3. WHAT TERMS RELATE TO MY DEVICE AND CONTENT? 3.1 My Device. You are responsible for all phones and other devices containing a SIM assigned to your Device. Your Device must be compatible with, and not interfere with, our Services and must comply with all applicable laws, rules, and regulations. We may periodically program your Device remotely with system settings for roaming service, to direct your Device to use network services most appropriate for your typical usage, and other features that cannot be changed manually. Devices purchased for use on Consumer Cellular’s system are designed for use exclusively on Consumer Cellular’s system and Equipment. You agree that you will not make any modifications to the Equipment or programming to enable the Equipment to operate on any other system. Consumer Cellular may, at its sole and absolute discretion, modify the programming to enable the operation of the Equipment on other systems. You are solely responsible for complying with U.S. Export Control laws and regulations and the import laws and regulations of foreign countries when traveling internationally with your Equipment.

February 12, 2016 Revdex.com [redacted] Dear Revdex.com, Mr. [redacted] had service with us from 10/4/2015 until he cancelled on 1/30/2016. During the first billing cycle there were 89 voice minutes and 769.51 MB of data used. Mr. [redacted] was on a 500 MB plan and...

the additional data that exceeded the 250 MB plan was billed as overages. The original cost of this invoice was $94.21. As a courtesy we did a rerate on the invoice to reflect as if he was on a plan that would have better suited his usage and it was reduced to $39.70. For the next invoice, the customer raised his data plan to our 1.5 GB plan. The increase in the data plan is what caused the increase in that invoice and it was $41.93. He then lowered his plan for the third and fourth invoices. Currently the invoices that are owed are as follows: 12/4/2015 – 1/3/2016 in the amount of $30.81 1/4/2016 – to the date of cancellation 1/30/2016 in the amount of $17.83 Total amount owed is currently $48.64. There was usage up to the date of cancellation and these invoices are valid. In regards to the cell phone that was purchased; it was bought at a retail location. Mr. [redacted] would need to return it to the store from which he purchased it in order to get a refund, however with how long ago it was purchased I doubt that it would be accepted. We’re sorry to hear that Mr. [redacted] felt that our service was not right for him. At this time late fees have not been added. I have set a payment arrangement to avoid the account going through further collections efforts. The account will need to be paid off prior to 3/24/2016 to avoid falling back into collections. Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Sincerely, TINA G[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST [redacted]

Revdex.com:
After I told Consumer Cellular that I had contacted the Revdex.com regarding my complaint, they emailed me that they had applied the $7.50 credit to my account, so the issue is resolved.  ThanksSincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: We turned off WiFi assistance the second we received our phones 2 years ago and there are no unnecessary apps. running in the background. I diligently connect to WiFi when traveling and when going to stores and restaurants. Consumer Cellular should be honest regarding [redacted] cellular coverage in our area.  My husband had to go back to [redacted] ( at a HIGHER monthly fee) because he could not get BUSINESS CALLS OR VOICE MESSAGES in our home.  We have to KEEP CELLULAR DATA ON in our own homes to send and receive text messages which I think is contributing to the increase DATA usage.  I will call [redacted] to see if there are other settings I can change to avoid using DATA.  
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:Dear Revdex.com and Consumer Cellular:
My reply to you.
I read the plan, I was not notified until I received a text message of the overage.
I would like to drop, the text message portion in order to continue using my phone, please note, I will not be able to afford both texting in the future, to apply the next category immediately to the 750 plan, I don't believe I've used that many minutes.
Sincerely
[redacted]
Sincerely,[redacted]

November 3, 2015 Revdex.com [redacted] Dear Revdex.com, Mr. [redacted] purchased his phone on or about 3/4/2014. At this point the phone is no longer under a manufacturer’s warranty. He does not have insurance through us so I am assuming the insurance that...

is referenced is through [redacted]. Unfortunately we do not have any control over their insurance and whether or not they will replace a phone. My best recommendation is for the customer to request to speak with a manager at the store to see if there is anything further that they would be willing to do for them. Another option would be to purchase a Bluetooth device instead of one that plugs in. There are many different varieties and there’s even one that goes around the neck. We don’t sell these but they can be found online and at electronics stores. I’ve included a picture of what I’m talking about for reference. Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Sincerely, TINA G[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST [redacted]@ConsumerCellular.com www.ConsumerCellular.com [redacted...⇄

Complaint: [redacted]I am rejecting this response because: I signed up for a $45 plan, not $234, and I won't be paying that, just the $45Sincerely,[redacted]

June 19, 2016 Revdex.com Complaint ID [redacted] (Customer # [redacted]) Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Our plans are built at price points; $15, $20, $30, $40 etc. We decide how many minutes we are...

able to provide for that price point. Throughout the years we have kept our price points the same but given our customers more minutes. Ms. [redacted]’s monthly cost, with the exception of tax increases, has not changed. We have given increasing amounts of minutes for that price. When we make these changes customers are advised on their invoice prior to the change. If the customer no longer wants to be on that price point because the available minutes has increased, the customer may call us to change their plan at any time. We previously addressed this issue via a complaint filed with the FCC on 6/8/16. At that time, as a one-time courtesy we provided Ms. [redacted] a $15.00 credit, plus tax, for the difference in cost from the $15.00 plan to the $20.00 plan. Going forward the customer will need to manage their account. We are almost certain to have other plan changes as time goes on and Ms. [redacted] is responsible for reading the alerts on her invoices and making changes as she needs to. Sincerely, JESSICA H[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected] www.ConsumerCellular.co...⇄

Revdex.com Complaint ID [redacted] (Customer # [redacted])Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I amsorry to hear that Ms. [redacted]’s phone was stolen. Once this was brought to our attention on July 5ththe agent cancelled the...

account to prevent the stolen phone from being used and Ms. [redacted] frombeing billed. When an account is cancelled, any balance remaining for financed equipment becomes dueimmediately. This is covered in the lending agreement electronically signed by the customer before theirequipment is shipped. Lost or stolen equipment does still have to be paid for and will not be refunded.The protection plan Ms. [redacted] paid for monthly is provided through SquareTrade and is not aninsurance plan. SquareTrade protection extends the original manufacturer’s warranty for at least threeyears and covers any type of physical or water damage as long as the monthly premiums are paid.Unfortunately, SquareTrade does not cover a lost or stolen device.In order to transfer a number to a new provider, that number has to be active. While Ms. [redacted]’saccount was cancelled, the number could not be ported out. In order to reinstate the line of service andallow the port out to occur, we had to escalate the issue to our network provider. The reactivation wascompleted on 7/10 and we contacted the customer to let her know the number was reactivated andcould be ported out any time. If Ms. [redacted] would like to, she can still port the number to her newprovider and keep the number.Since we haven’t heard from Ms. [redacted] since we contacted her on July 10th, I have gone ahead andcancelled the account to prevent further billing. To arrange the port out, please contact my departmentdirectly at [email protected]. The number can be activated and ported outuntil August 1st, after that date we will not be able to resume the number to release to another carrier.Sincerely,JESSICA H[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

Please see attached.
December 8, 2015 Revdex.com Complaint ID [redacted] (Customer # [redacted]) Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We’re sorry to hear Mr. [redacted] experienced trouble porting his...

number out. We certainly don’t aim to make the number transfer process difficult, however as with any carrier we have to follow certain rules and processes when porting a phone number in or out of our service. I show that Mr. [redacted] phone number has successfully ported to another provider 12/8/2015. In reviewing the account history, Mr. [redacted] cancelled the account and his phone number on 11/18/2015. He then called us on 11/29/2015 and reinstated the account and phone number. In order to verify that a phone number is being ported to the desired carrier with a customer’s permission, the account information submitted by the new carrier needs to match the customer’s account with the current carrier. This is a standard practice that all phone carriers follow. If the account information does not match, a response is sent to the requesting carrier that they need to update the customer’s information. Only one response can be sent, then the new carrier has to resubmit the request before we can reply again. We received the first port out request on 12/3/2015 and it was denied because the account information did not match Mr. [redacted] account. Mr. [redacted] called on 12/4/15 and asked about porting out his number. The agent advised that H2O needed to resubmit the request then recommended that they call our number transfer department directly. We received a second port out request on 12/4/2015, again with information that did not match Mr. [redacted] account. We did not receive any phone calls from H2O, the port requests were submitted electronically then reviewed and responded to by our automated system. The third port request we received was today, 12/8/2015 and the request was confirmed. At this time, the number has successfully transferred to the new provider. Mr. [redacted] account has been cancelled. Because we bill in arrears for monthly service and usage, there will be a final bill for service which will be sent to the home address on file soon. If we can be of further assistance, please let us know. Sincerely, JESSICA H[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST [redacted]@ConsumerCellular.com www.ConsumerCellular.com [redacted...⇄