Consumer Cellular

Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Ms. [redacted] purchased the phones a year ago (the year warranty is up on one line and the other line is coming close). At this time they are eligible for us to do a warranty replacement but not...

eligible for arefund. We sent out replacements on 3/31/2016 and in 4/18/2016; one for each line of service. As a one-time courtesy I have applied a $15.00 credit plus tax to the customer’s account.
Sincerely,
TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALIST

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We havetried calling Ms. [redacted] however the home phone we have listed for her appears not to be valid.We have applied credits on the account based on the usage which has lowered the amount owed to$40.66. These charges are valid.If Ms. [redacted]’s phone is in like-new condition (no drops, scuffs, cracks, gouges, liquid exposure, otherforms of physical damage) we can extend the return period for the phone and refund the price she paid.If she wishes to do this I can setup the return but I must have a response no later than 7/17/17 as thephone is well outside of the return policy.Sincerely,TINA G[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. In thebilling cycle that ran from 3/1/17 through 3/31/17, a total of 7.88 GB of data were used. This is a verylarge amount of data that is much more than incidental use of a smartphone. The usage...

was reportedregularly throughout the month and though we made several courtesy calls and texts to alert of theusage amounts and plan upgrades, we did not receive any contact from Ms. [redacted]. We did speak to[redacted] on 3/5/17 when she specifically asked for assistance with how to use the internet on thephone.This usage did come from the customer’s phone and billing is valid. If Ms. [redacted] would like to disabledata on her smartphone to prevent unintentional usage, she may do so by following the belowinstructions. We would also be happy to speak with her to answer any other questions she has aboutdata usage or her service. Since the March billing cycle ended, we have only received a small amount ofdata usage from her device, in the April bill cycle 121 MB were used which was within her plan limitsand incurred no additional charges.The total balance currently due is $132.68 and includes invoices for the service dates of 3/1/17 through3/31/17 and 4/1/17 through 4/30/17. In order to keep service active, $101.94 needs to be paid by5/17/17 and $30.74 needs to be paid by 5/22/17.To disable or enable data on the Doro 824 SmartEasy, both of the below settings need to be disabled:Cellular Data: Menu ? Settings ? Mobile Data ? toggle the switch at the top of the screen (the wordto the left of the switch will tell you if data is enabled or disabled)Background data: Menu ? Settings ? Mobile Data ? Data usage ? options (three vertical dots in theupper right corner) ?tap restrict/allow background data ? when restricting you will also need to tap okto confirmSincerely,JESSICA H[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. Sincerely, [redacted]

June 3, 2015 Revdex.com Complaint ID [redacted] (Customer # [redacted]) Dear Revdex.com, Thank you for forwarding us this complaint and allowing the opportunity to respond. Ms. [redacted] signed up for service with Consumer Cellular on 5/17/2015 over our website. She did not speak to an agent to sign up...

for service. Ms. [redacted] called and spoke to customer service on 5/23/15 after transferring her phone number through our website on the same day. When Ms. [redacted] spoke to customer service on 5/23, she was informed that voicemail messages do not carry over between carriers. We are very sorry to hear that Ms. [redacted] lost an irreplaceable voicemail message. Unfortunately voicemail is tied to the carrier, so once the carrier changes (by transferring the phone number), we no longer have control over the old voicemail system. Regarding copying contacts, in many cases it is possible to copy contacts, but it depends on the customer’s old phone. If both the old and new phones take SIMs cards that are the same size, the SIM can be used to copy contacts. Otherwise, if an old phone is a smartphone contacts could be synced through a Google account or another backup app. I do not know what type of phone or service Ms. [redacted] was transferring from, but if the agent provided incorrect information or did not give Ms. [redacted] all of the available options, we will certainly address that. Ms. [redacted] account was cancelled on 5/26/2015 when her phone number was ported out from Consumer Cellular to another carrier. We received her phone back on 6/2/2015 and a refund of $109.25 was applied to her credit card ending in [redacted]. Depending on her card issuer, it may take additional time for the refund to post to her card. Thank you again for contacting Consumer Cellular and allowing us the opportunity to address the complaint. Sincerely, [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST [redacted] [redacted]@ConsumerCellular.com www.ConsumerCellular.com

Complaint: [redacted]I am rejecting this response because:I did receive a call from Consumer Cellular and they say I would be receiving a phone sometime this week.  This will be my 4th phone with them.  I am waiting to see if the problem continues.. the only reason why they are trying to resolive this ongoing issue is because you at the Revdex.com contacted them.  
I do not want to close this complaint out, just waiting to see what comes of the new phone and the issues.
I still think I should be entitled to some sort of credit for all of the months that I have been paying and not receiving dependable service.
Sincerely,[redacted]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. The USPS sends Consumer Cellular address changes electronically (by internet download) to our invoice mailing system; we cannot override these updates. Every time we manually...

correct Ms. [redacted] address the USPS overrides our correction and changes the address back to [redacted] Odessa, TX 79763-4169 before the invoice is printed. The reason for this is that USPS has evidently not received a formal change of address and only recognizes you at your old address. Please contact your local USPS office and make this formal address change or investigate with them why this has not already occurred. Until this issue is resolved with the post office, we can certainly send Ms. [redacted] an invoice by email each month or invoices can be accessed any time by logging into her online account at our website. Please let us know if we can be of further assistance.

I want my service immediately restored, and my account credited for 6 months for the inconvenience and embarrassment. And a public promise to serve veterans and seniors better than I have been treated.

May 25, 2017Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I’m sorry to hear that Ms. [redacted] is frustrated with our service. Unfortunately the Doro phone is not eligible for return. Returned phones must be...

like-new, as if they had just come out of the box. I will include the pictures of the damage on the phone. There are 3 pictures I have included. Dent on corner of phone *PICTURE*Rubbed area or possibly something spilled on phone. *PICTURE*Numerous small scratches plus two larger ones on face *PICTURE*Sincerely,[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected] www.ConsumerCellular.com

June 12, 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. Ms. [redacted]’s service was interrupted on 4/27/2016 due to a past due balance. There are no...

charges for service after that date. Consumer Cellular bills in arrears for monthly service and usage, much like a utility company. This means that when you receive a bill, it is for service already used. Any time service is interrupted there is no billing for that period of time. Ms. [redacted]’s account was opened 3/1/2016 and suspended for past due balance on 4/27/2016. No payments have ever been made on this account. The balance of $27.77 Ms. [redacted] disputes is for the service that was active through 3/31/2016. There is also a balance of $40.23 for the service from 4/1/16 through 4/27/16. The total balance due on the account is $68.00. Service dates can be verified on page two of each invoice. This billing is valid and adjustments will not be made. We recommend Ms. [redacted] contact us to make payment arrangements in order to prevent late fees. We can split the balance due into multiple payments if needed. Sincerely, JESSICA H[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected] www.ConsumerCellular.co...⇄

Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I’m sorryfor the frustration that this has caused our customer. We did try to work with the customer to transferthe number over but we were not successful due to another provider who was also requesting...

thenumber.
When we spoke with Mr. [redacted] on 9/20/16 we attempted to contact the other provider to get theinvalid request removed. Our agent advised Mr. [redacted] that she would try again later to contact themas she had not been successful right then. Mr. [redacted] hung up on our agent. The next time we spokewith him he called and cancelled his account with us. Unfortunately we were unable to complete thetransfer process.
I believe that I can get the number to the other provider however the account and line of service have tobe active and I need to know who the other provider is. I don’t have a valid number to reach thecustomer on so I have also sent him a personal email to see what he would like to do.
Mr. [redacted] had service with us from 2013 until the date the account was cancelled on 9/22/2016.During the final invoice dates there were 995 voice minutes, 758 messages and 29MB of data used. Thisinvoice is valid.

Revdex.com [redacted] Dear Revdex.com, We have been in touch with the customer to explain the situation and to give him options. The issue is that a customer is only allowed to have a max amount of 7 lines on their account. With the current five, adding 5 more would go over that limit. We...

gave the option of cancelling the existing lines now so we could order more, going to a retail partner and getting SIM cards so we could cancel the old lines and activate the new ones at one time, or we can send out SIM cards two at a line. Each time they get two, we will cancel two lines and activate two lines. Two cards are currently on the way to the customer and once he has those we’ll start the process of moving lines around. Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Sincerely, TINA G[redacted]

Complaint: [redacted]
I am rejecting this response because I don't consider this a satisfactory response. If they were willing to provide a shipping label, they should be willing to reimburse my shipping costs. I was simply following their instructions to send the phone back immediately. It's not my fault that their shipping label was not forwarded to me in time to do that.
Sincerely,
[redacted]

Revdex.com Complaint ID [redacted] (Customer # [redacted])Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Due todemand, phone numbers are regularly recycled by all service providers. This means that when acustomer is issued a new number, it has...

belonged to at least one other person in the past. Before anumber is released to us to be reassigned, it is held for at least 30 days. This is standard practice acrossthe cellular industry.If a Caller ID displays an incorrect name when our customer calls out on their cell phone, we can submitan update to the Caller ID directory to display "wireless caller" with their phone number. Unfortunately,there are limitations to this as it’s up to all of the other carriers to then sync their databases with thenational directory in order to receive new information. Not all carriers regularly update their records, sowe can’t guarantee that the correction will work across the board. After submission, it can take up to 30days for the update to be completed by other carriers. Land line companies, including cable and VOIPcompanies may take longer and some rarely update Caller ID information. The other option is for us toissue the customer a different phone number, which may be preferable in some cases.We submitted the requested Caller ID correction on 1/21/2017. The customer elected to cancel theservice 2/5/2017. I understand this wasn’t a quick resolution for the customer, however, we processedthe correction to the extent we are able prior to the account being cancelled. If the customer would liketo reinstate service we would be happy to explain the rest of the process and monitor this further to tryto get their caller ID updated across the board. If we can be of further assistance please let us know.Sincerely,JESSICA H[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT [redacted] F [redacted]www.ConsumerCellular.com

Complaint: [redacted]I am rejecting this response because: in the end they did nothing to resolve the issue. They actually forced me to do their work for them or be charged for the phone.  I would like to state that CC claims to have a high rating, but seems to treat their customers in horrid fashion. I am currently searching for a replacement company as this is the only way that companies such as this understands what they are doing is wrong. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:1)  My original purchase day of their service was 3Oct16 which should have had a monthly due date of the third of the month.  This is why I chose this day to purchase their service so that it would fall on my disability check day.  2) According to my bill statement the 3Dec16 payment was received on 8Dec16, however, they are saying that they haven't received the 3JAN17 payment EVEN THOUGH 3JAN17 PAYMENT MONEY ORDER WAS MAILED TO THE SAME IDENTICAL ADDRESS THAT THE 3DEC16 PAYMENT WAS  SENT TO.  Call me crazy if you like but how can that be possible when both the December and the January payments were both mailed to the same address.  Furthermore, I have the United States Postal Service money order receipts to both prove and verify these truths.  3)Consumer Cellular changed from the original purchase date(3Oct16) being my due date.  I have a witness who took me to my PO Box who can vindicate that I didn't receive my first Consumer Cellular bill on 22Noiv16 which had a balance due of $69.34 which they acknowledge they did receive.  Both of my United States Postal Service money order receipts have the following addressee's address on them: [redacted]  PORTLAND, OR, 97223-8517.  It is for this reason I have refused to pay the $180.04 they are requesting because they ORIGINALLY CHANGED my due date, I AM ON A FIXED INCOME, I CAN'T AFFORD IT, AND I WOULD HAVE STAYED WITH MY PREVIOUS PREPAID CELLUL,AR PHONE SERVICE IF I COULD HAVE FORESAW THIS Sincerely,[redacted]

February 22, 2018 Revdex.com [redacted] Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Mr. [redacted] had service with us until 1/4/2018, when we cancelled his service due to non-payment. The customer...

owes two invoices currently. $58.92 for service dates 11/12/2017 – 12/11/2017 and $46.75 for service dates 12/12/2017 – 1/4/2018. There was usage through the date that we suspended the account and the invoices are valid. To avoid late fees and further collection efforts, the customer will need to pay the remaining balance of $115.67 by 3/30/2018. Sincerely, TINA [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected] www.ConsumerCellular.co...⇄

NOTICE TO CONSUMERBy signing below, you consent to receipt of the included contract and Truth-in-Lendingdisclosures in an electronic form. You have a right to withdraw this consent and to receive thisdocument in a non-electronic form. To withdraw consent and request this document in a non-electronic form, send a written request including your name, address and contact phone numberto Consumer Cellular, Incorporated at 12447 SW 69th Avenue, Portland, OR 97223-8517. Yourconsent only applies to the included contract and Truth-in-Lending disclosures. To update theinformation needed to contact you electronically, contact Consumer Cellular, Incorporated at12447 SW 69th Avenue, Portland, OR 97223-8517, call 800-686-4460 or manage your accountonline at www.ConsumerCellular.com.DATE: 1/25/2017BUYER'S SIGNATURE: [redacted] (Please type your name in the box above to electronically sign this document)RETAIL INSTALLMENT CONTRACTDate: 1/25/2017Seller/Creditor: Buyer:Consumer Cellular [redacted] 
[redacted]ANNUAL % RATE FINANCE CHARGE Amount Total of Total SaleThe cost of your credit The dollar amount the Financed Payments Priceas a yearly rate. credit will cost you. The amount of The amount (The total cost0% $0.00 credit provided you will have of yourto you or on paid after you purchase onyour behalf. have made all credit,payments as including yourscheduled. down paymentof $170.00)$600.00 $600.00 $770.00Your Payment Schedule will be:SKU Number Number of Amount of When Final PaymentPayments Payments Payments are DueDuePhone 1 - 772 24 $25.00 Monthly, 3/6/2019beginning on3/6/2017See your Wireless Customer Agreement for any additional information about nonpayment,default, any required repayment in full before the scheduled date, and prepayment refunds andpenalties.Itemization of the Amount Financed of $600.00Cash Price $770.00Sales Tax $78.92Total Cash Price plus Sales Tax $848.92Cash Down payment $170.00Sales Tax paid at time of sale $78.92Unpaid Balance of Cash Price/Unpaid Balance $600.00Prepaid FINANCE CHARGE $0.00Amount Financed $600.00Agreement to Purchase and Make Payments: The Buyer ("you" or "Buyer") agrees topurchase from the Seller ("we", "us", "our", or "Seller") the items described above on the termsset forth in this contract. You agree to make payments according to the payment scheduleabove. The Federal Truth-in-Lending Disclosures above are part of this contract. Items payableunder this contract will appear on the monthly billing statements for your plan. Payments will firstbe applied to any past due balances and then, in order, to any deposit due, payments dueunder this contract, current service charges for your plan and then to any other charges foryour service plan. Partial payments may result in the suspension or cancellation of your planservice and in equipment not operating on our network. You may prepay this contract in full ormake additional payments in increments of $25.00 at any time.Consumer Cellular, Incorporated Wireless Customer Agreement ("WCA"): You havebeen provided with a copy of the WCA. The WCA also applies to this transaction, but if the WCAis inconsistent with anything stated in this contract, this contract will prevail. Provisions of theWCA that are prohibited by law will not apply. Manufacturer warranty information, if any, isprovided with the items sold.Default: Except where prohibited by law, if you commit any substantial default under thiscontract, we may declare the remaining unpaid balance of the contract immediately due andpayable. You agree to maintain Service for any phone device purchased under this contract, andany termination of that Service will be a substantial default under this contract.NOTICEANY HOLDER OF THIS CONSUMER CREDIT CONTRACT IS SUBJECT TO ALL CLAIMSAND DEFENSES WHICH THE DEBTOR COULD ASSERT AGAINST THE SELLER OFGOODS OR SERVICES OBTAINED PURSUANT HERETO OR WITH THE PROCEEDSHEREOF. RECOVERY HEREUNDER BY THE DEBTOR SHALL NOT EXCEED AMOUNTSPAID BY THE DEBTOR HEREUNDER.Notice to the Buyer1. Do not sign this contract before you read it or if it contains any blank spaces.2. You are entitled to an exact copy of the contract you sign.3. Under the law you have the right, among others, to pay in advance the full amountdue and to obtain under certain conditions a partial refund of the finance charge.You acknowledge receipt of the Consumer Cellular, Incorporated WCA. You alsoacknowledge receipt of a completely filled in copy of this contract when you signedit.RETAIL INSTALLMENT CONTRACTBUYER'S SIGNATURE: [redacted] (Please type your name in the box above to electronically sign this document)SELLER'S SIGNATURE: CONSUMER CELLULAR, INCORPORATED

Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I’m sorry to hear that Mr. [redacted] account wasn’t handled properly. We can ship to an alternate address in situations like this and we will address the misinformation that came from our team. I had one...

of my support specialists contact the customer so that we could get a phone sent to his daughter’s address however he had already forwarded the package. As a courtesy I have waived the additional line fee for a month of service which is $10.00

February 8, 2016 Revdex.com [redacted] Dear Revdex.com, I’m sorry to hear that our service did not fit the needs of the customer and I will certainly look into the employee issues that the customer listed. [redacted] began service with us on 11/17/2015 and...

service ended on 12/4/2015. During that time, between the two service lines, there were 1,016 voice minutes, 180 text and 1,495.81MB of data used. The account was with us for less than a month. When the billing period is less than a month the invoice is prorated as are the available minutes, text and data. Due to the proration it caused overages which in turn caused a rather large invoice. I have removed the proration from the invoice and it has been reduced from $189.79 to $34.91. This invoice was due on 12/28/2015. To avoid collections efforts I have set a payment arrangement for as far out as I could which is 2/27/2016. If the account is not paid off by this date it will fall back to the standard collections efforts. Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Sincerely, TINA G[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST