Consumer Cellular

Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Mr. [redacted] may cancel his account at any time; we are not preventing him from doing that. We are not charging and early termination fee and there is no contract.It is clear that Mr. [redacted] will not be happy with our response which has not changed. Continuing this dialog is not productive. We will not unlock the phone unless he has been on service for 180 days ormoves outside of our coverage areas.
Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALIST

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

I am unable to add the response document due tot he other documents, so I have copy/pasted it here.
 
P.O. Box 7175  Pasadena, California 91109-7175800-686-4460  www.ConsumerCellular.com  [email protected] 21, 2016Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We did not hang onto the number. The information was submitted incorrectly to us. I understand that Ms. [redacted] provided the company with the correct information, but they did not send it to us properly. This is not uncommon. Regardless, it was transferred out and the account cancelled on 3/25/2016. We did not bill for service past that date. There have been late fees added due to non-payment. I have included all the invoices from the final invoice, where on the second page under Monthly Summary it shows the dates she was billed for (3/18/2016 – 3/25/2016), as well as the invoices where late fees were added.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected] www.ConsumerCellular.com

Complaint: [redacted]I am rejecting this response because:
Here is my IMEI # [redacted] to be able to unlock the phone. Sincerely,[redacted]

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. On3/31/2017 we received a call from Mr. [redacted] stating that he was getting a message on his phone;incorrect password. He was unable to unlock his phone. At that...

time the agent helped him to do a resetof the phone to see if that would resolve the issue. Mr. [redacted] was unable to stay on the phone with usand stated he would call back if the issue persisted.On 4/5/2017 Mr. [redacted] stated he couldn’t connect to his Wi-Fi and didn’t know the password. Weadvised him to contact his internet provider for assistance getting the password. The customer called usback a short time later, still unable to get connected to Wi-Fi. He attempted to unlock his phone with his4 digit password however he was unable to enter the correct pin to get the phone to unlock. Mr. [redacted]was advised that having a pin code set to the phone and not being able to turn it off means that we areunable to assist any further and the phone becomes no longer eligible for replacement. The pin code is anumber that the customer chooses and a setting the customer turns on. We do not have any access tochange this or remove it. The customer must remember the code they chose.Mr. [redacted] was asked what he would like to do with the account since his phone was no longer usable.He responded by saying “What do you think?” and he ended the call. Based on that response wecancelled the account.At this time Mr. [redacted] has the option ot purchase a new phone. If he is able to remember his pinnumber so that he can unlock the phone and turn the pin lock feature off, we would have additionaloptions available.I have waived the invoice that generated as there was no usage.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALIST

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]You did not address the punitive actions taken against my account with you for another individuals account of which I have no legal financial control.  You cancelled my account and blocked my phone for actions of another.  Individual responsible for the delinquent closed account is incapacitated to defend herself.  Having taken punitive actions against me could you not have mailed a bill to this address?  After long call back wait times I was able to restore my main line after specking with other individuals on recorded lines.  I am not responsible for my Mother or her bills, paid or unpaid.You have not contacted me about this past due account in a normal matter but hold me accountable through your actions against me.  Again you disregarded the main complaint.

Complaint: [redacted]
I am rejecting this response because: I did not agree to a credit for another phone. I was told I would be refunded my $73.50 upon approval that the phone was in like new condition, which it is. I was also told they would send me a prepaid shipping label. I will also have the phone condition verified here in [redacted] before I send it to them.
Sincerely,
[redacted]

Dear [redacted],
My assigned complaint, ID [redacted], includes the following response.
The credit suggested by Tina G[redacted] is $27.13 and does not include a $10.74 costwhich I have already paid by credit card for the postal expediting of a phone devicesent to me on 3/3/2016.
In other words, Consumer Cellular is claiming that they paid for the expediting costof 10.74, and that is not correct. Please review my credit card invoice, showing thatamount being charged to me.
The corrected amount is $37.87 whch is due me.
Sincerely,[redacted]

November 29, 2017Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I canconfirm that this account was cancelled on 11/17/2017 when we spoke with [redacted].The final invoice for the service dates of 11/11/2017 –...

11/17/2017 in the amount of $5.98 has been paidand the account is at a zero balance. Nothing further is owed.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F 503.675.8989Corporate.Resolution@ConsumerCellular.comwww.ConsumerCellular.com

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and  yes I did order the phone/plan on line but
I did call while online and was told that contacts and voicemail messages would be transferer. I will never forget what happened and will encouarge
friends and family to think before tranfering to another company or plan.Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:as I stated they lied to me about the usage minutes, and how they determined my usage. I asked them on three separate occasions and only the last time  I spoke to a representative did they tell me.if I had known when I first received notice that I was going over, I would have cancelled service then. Why are they not speaking to that. I think if a person ask a direct question about how they count the minutes they should be told. I would never take a plan that gives me only thirty minutes told time per day, I may as well had bought a minute card. Sincerely,[redacted]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I’m sorry to hear of Mr. [redacted] frustration with his invoicing. After researching the account we have applied credits for the additional line fee for every month that there...

wasn’t usage. Some of those credits were done at the beginning of September. With the current credits, less the invoice that was owed on the account, there is now a credit balance of $195.08. I have requested that this be sent back to the customer. It may take up to 3 weeks to receive the refund. Sincerely, TINA G[redacted]

Dear Revdex.com,
Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Thisaccount was opened 2/27/13 and cancelled upon request on 9/29/16. Prior to that, we last spoke tosomeone who identified themselves as [redacted] on 8/21/16 for assistance with making calls on...

thecellphone. We do not show a request to remove the credit card from the account or a request to cancelservice until 9/29/16. The last usage on the phone was in September 2016.
Consumer Cellular bills in arrears for monthly service and usage, so there is always a final bill whencancelling an account. The final balance on this account was $57.93 because there were two full monthsof service plus the final prorated invoice that had not been paid. The service dates for the final paymentwere 7/27/16 through 8/26/16, 8/27/16 through 9/26/16 and 9/27/16 through 9/29/16 (prorated). Thelast payment prior to that had been made on 8/18/16 for the service provided from 6/27/16 through7/26/16.
Monthly invoices were sent to the home address on file (the same address included on this complaint).We did not have a home phone number on file, so once the account was cancelled the only way we hadto attempt to collect the balance due was by mail. Prior to cancellation we did send notification via thecellphone as well as mailing address. We did not receive a response to the invoices or past due notices.The account was past due because the card kept on file for automatic payments had declined forprevious due dates, then on the last due date the credit card was successfully charged. The balanceowed was valid for service that was active until 9/29/16 and no credits or refund is due.
Sincerely,
JESSICA H[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F 503.675.8989Corporate.Resolution@ConsumerCellular.comwww.ConsumerCellular.com

Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I researched Mr. [redacted] account and on 1/15/2016 Mr. [redacted] accessed his account online and updated the card on file from ending in [redacted] to [redacted]. At that same time a payment of $31.49 was made via the...

online website. Two additional payments of $31.53 each were also made via autopay on 2/17/2016 and 3/19/2016 to the card ending in [redacted]. We did remove the credit card per Mr. [redacted] request and have not received a payment since then. Currently the balance owed on the account is $29.55. This is for the dates of 2/27/2016 – through the date of cancellation on 3/24/2016 on the amount of $29.55. This was due on 4/17/2016. Two late fees have also accrued in the amount of $10.24 each. As a courtesy, and because there was no usage during the final billing invoice, I have cleared the account balance.

Complaint: [redacted]I am rejecting this response because:
 
Whatever it is that you are relying on Ms CC authority that just goes to prove my point. Scatter brains! I explained about having snail mail billing, or thought I did and maybe I can't write well to explain things. Sure sure. Paper billing HAD BEEN put in place. I changed my mind. As of the last billing, my account went update. My next billing date is in December. And I thought I had put my account in auto pay and maybe I shouldn't do that now that I think of it.  And if Ms CC can't figure out why my phone has been put in EMERGENCY mode ONLY, I can't help her. CC is to blame for this vicious act of putting my phone into this condition. CC must put my phone back in normal usage plan form itself. I am not going to run around looking for another phone to explain again and again considering the kind of work THESE PEOPLE do. The Revdex.com will get a copy of my account status. I am not budging from my will to make CC pay for its own time about working to put my phone back into normal plan usage form so that I can get into my memos and pictures and calendar dates which are locked this in EMERGENCY mode condition. You got that CC dummies!
Sincerely,[redacted]

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I haveviewed the picture of the phone which was denied for return and the scratch on the phone is significanthowever as a courtesy we will accept the phone...

back.We have sent another return envelope to the customer. Once we have the phone back we will credit thecharge he received for the new phone.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I would like an apology for all the pain and suffering  I had to go through to get this phone unlocked. I ended up going into the hospital due to all the stress I have been under. I would not recommend this company Consumer Cellular to any other person I know. Because of false advertisement on the television it says that you can cancel at anytime and there is no contract to me this is false advertisement. And I want my phone unlocked today! It's a shame that I had to go through the Revdex.com to get this iPhone unlocked. I do not have a balance and I have paid for my phones and I do want this phone unlocked today. 
Sincerely,
[redacted]

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Ourpolicy on unlocking phones can be found on our website and is also sent to the customer. It is in our enduser agreement. It states that phones are locked for...

180 days. Consumer Cellular sets this policy as wesell our phones at a discount. In some cases we will allow the customer to pay $120.00 to have theirphone unlocked prior to this, but that is at our discretion. I will include the portion of the end useragreement that covers this. The agreement can be found by going to www.consumercellular.com. Onthe bottom of that page is a large link that says Terms And Conditions.As a one-time courtesy I will unlock the one iPhone without waiting the 180 days or requiring the$120.00 fee because the customer has been with us for some time. Going forward we will require 180days after purchase to unlock any phone.The customer will need to connect the phone via a computer to iTunes to complete the process.Unlocking of the phone does not guarantee compatibility with any other provider.3. WHAT TERMS RELATE TO MY DEVICE AND CONTENT? 3.1 My Device. You areresponsible for all phones and other devices containing a SIM assigned to your Device. YourDevice must be compatible with, and not interfere with, our Services and must comply with allapplicable laws, rules, and regulations. We may periodically program your Device remotely withsystem settings for roaming service, to direct your Device to use network services mostappropriate for your typical usage, and other features that cannot be changed manually. If youbought a Device from Consumer Cellular, it may have been programmed with a SIM lock whichwill prevent it from operating with other compatible wireless telephone carriers’ services. If youwish to use this Device with the service of another wireless telephone carrier, you must enter anUnlock Code. Consumer Cellular will provide the Unlock Code upon request, provided that youmeet certain criteria including, but not limited to the following: (a) you have paid for yourDevice in full; (b) the equipment has been active on Consumer Cellular’s service for at least sixmonths and the account is in good standing (i.e. it has no past due amount or unpaid balanceowed Consumer Cellular); (c) your Device has not been reported lost or stolen; and (d)Consumer Cellular has the Unlock Code or can reasonably obtain it from the manufacturer.Consumer Cellular may allow you to pay a fee in lieu of the above criteria. The fee will be set byConsumer Cellular in their sole discretion. For further details on eligibility requirements and forassistance on obtaining the Unlock Code for your handset, please call 1 (800) 686-4460. Devices 12447 SW 69th Avenue ? Portland, Oregon 97223800-686-4460 ? www.ConsumerCellular.com ? [email protected] for use on Consumer Cellular’s system are designed for use exclusively on ConsumerCellular’s system and Equipment. You agree that you will not make any modifications to theEquipment or programming to enable the Equipment to operate on any other system. ConsumerCellular may, at its sole and absolute discretion, modify the programming to enable the operationof the Equipment on other systems. You are solely responsible for complying with U.S. ExportControl laws and regulations and the import laws and regulations of foreign countries whentraveling internationally with your Equipment.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

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’redisappointed to hear that Ms. [redacted] had problems with her SIM card and starting service. This accountwas opened 10/25/16 and a SIM card...

was shipped to use in her existing phone. Ms. [redacted] was notcharged anything for the SIM card however she paid $10.65 for express shipping. The SIM cards we sendout are convertible to all three sizes of SIM card so that they will fit every phone. As long as thecustomer’s phone is unlocked, it should work with our SIM card, however since we didn’t sell the phonewe can’t guarantee it.Ms. [redacted] ordered a new phone on 10/28/16, then changed her mind and cancelled the order. Hernumber was transferred out and the account cancelled on 11/1/16. Because the account was cancelledwithin our 45 day Risk Free Period, there will be no charges for service. I do see that Ms. [redacted] is amember of [redacted] and I have her [redacted] member number on file. I apologize if she was told otherwise.If Ms. [redacted] would like to resume service and transfer her number back to Consumer Cellular we wouldbe happy to do so. We have a variety of phones available; a basic flip phone starts at $35.00 plus tax. Wealso have smartphones starting at $70.00 plus tax. Ms. [redacted] can purchase any phone she likes and pair itwith any plans she would like. I would be happy to offer a $20 credit towards her first bill if she decidesto reinstate service before the end of the year. If Ms. [redacted] would like someone to call her and get this setup, she may contact my office directly at [email protected],JESSICA H[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F 503.675.8989

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]