Consumer Cellular

Complaint: [redacted]
I am rejecting this response because:after speaking with [redacted] stated that with so many problems after the reboot, including the phones inability to even shut off, There was software problems in the phone. They should have swapped out the phone right than, since the phone is covered by a one year warranty. It looks like to me now that the supervisor was more interested in making more money off the sale of a second phone, rather than standing behind Consumer Cellular's 100% Guarantee. This is even further shown by an email sent to me and not provided to the Revdex.com offering me the new [redacted]7 or the [redacted] 7plus with extended finance terms. This I feel is a bait and switch. They get the $144.45 for my [redacted] J3, than another $800 dollars plus financing for the [redacted]. I took [redacted]s recommendation to send the phone back to them for a full diagnostic, to see what's really going on (takes 12 to 14 days because of Easter).I still believe Consumer Cellular sent me a bad phone, wether intentional or not. They offered to send me a warranty phone? Didn't say if that's a refurbished used phone or new. My new phone made 1 call for $145 plus the monthly fees of $38.56. They cancelled my service without my permission and won't stand behind there 100% Customer Satisfaction Guarantee. Can't wait to here what [redacted] has to say.Since Consumer Cellular cancelled my service why do they keep trying to sell me more phones. I reject the last offer, stand by your 100% Customer Satisfaction Guarantee and refund my money.
Sincerely,
[redacted]

May 23, 2016 Revdex.com [redacted] Dear Revdex.com, We have made our position clear in this matter. Ms. [redacted] may come back to service with us to fulfill having the phone for 180 days on service and we will unlock it. If she chooses not to fulfill that requirement, we will not unlock the phone. Ms. [redacted] stated in a previous response that she left our company due to reception issues however she moved her number to a company which uses the exact same towers as we use. She had service with us for a number of years. If Ms. [redacted] can show proof (utility bill or copy of driver’s license) that she has moved outside of our coverage areas, we can research further into unlocking her phone.

Complaint: [redacted]I am rejecting this response because:
That differentiation between a new customer and one who has been acustomer, was NOT clearly stated. I was lead to believe that I had the same rights under the guarantee as any other customer of Consumer Cellular. In addition to treating current customers as second class, it is outright deceit since the terms were NOT made clear. I can only wonder if they are not thinking they can get away with it because their target conusmer is the elderly who may not see what they are up to or else be unable to respond the way a younger person would. Sincerely,[redacted]

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Ourhome base promo is designed for the customer to have a home phone with our service. Typically ahousehold has one home line, not multiple. We are offering only one...

free device per account.I apologize is this was not clear to the customer however we will not be offering another free device atthis time.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

July 13, 2015 Revdex.com [redacted] Dear Revdex.com, Mr. [redacted] set up service with us on 7/9/2015 and we immediately started the transfer of his cell phone number from [redacted] to our company. A cellular company has 24 hours in which to respond to the request. We did advise the customer of...

this. On 7/10/2015 Mr. [redacted] called in to check on his number transfer. We advised him that we would research it and call him back. When we called back, Mr. [redacted] was not available so we spoke with his wife. We let her know that we called [redacted] to check on the transfer request at which time [redacted] stated that the cell phone was not active, nor had it been since 6/18/2015. The phone number must remain active during the transfer process. We cannot transfer an inactive number. We advised the customer that he would have to reactivate the line for us to complete the transfer. Mrs. [redacted] stated she would pass along the message and have him call us back. On the morning of 7/11/2015 we were able to complete the transfer of Mr. [redacted] phone number. In total, it took 48 hours for the transfer to complete. The per day cost of the plan that Mr. [redacted] is on is $0.56 per day. The two days that it took to transfer the number would cost $1.12 plus tax. I have credited this to his account which now has a credit of $1.22 that will be applied to the customer’s first invoice. Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Sincerely, TINA G[redacted]

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]

Complaint: [redacted]
I am rejecting this response because: Two key points to my statement: 1) I said I might come back to their service, not that I  would. 2) Only if they were giving me a standing guarantee, not just 30 days, which they aren't. I would think that since they like to promote how great their service is that they would deal with this complaint in an honorable manner and refund my money, but apparently they won't.  If their so called great service would have dealt with the 8 service calls I had to make, we wouldn't have got to this point. I have sent the phone back to them and only hope they don't turn around and sell it to another unsuspecting customer. The condition of that phone, other than not ringing,  was perfect. 
Sincerely,
[redacted]

Dear Revdex.com,
Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Afterreviewing Ms. [redacted] phone, I agree with the denial of the return of that phone. For us to credit fora phone that it is returned, it must be in like-new condition and this phone did not...

pass as like-new. I willinclude pictures of the phone that show the scratches which were the reason for the denial.
It appears that the billing has already been adjusted for the line that was not being used plus anadditional adjustment was also given. In total the customer received an adjustment in the amount of$13.85.The remaining balance on the account is $15.42 and is valid. This amount is due on 12/9/2016.Please see following pages for three pictures of the cell phone and the scratches which caused thedenial of the return.
 
Sincerely,
TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F 503.675.8989Corporate.Resolution@ConsumerCellular.comwww.ConsumerCellular.com
 
 
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[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. Mr. [redacted] is on our 250 minute plan for $15 a month plus tax. His billing cycle runs from the 18th of each month through the 17th...

of the following month. The last day of the bill cycle is the 17th, and any plan changes made through the 17th are retroactive through the entire billing cycle. We send alerts as soon as usage is reported to us that meets the preset threshold (75%, 100%, 125% and 150%), but ultimately it is the customer’s responsibility to ensure they are on their desired plan before each billing cycle closes. A usage alert was sent to Mr. [redacted] by text message and email on 6/17/2015 when his usage hit 75% of the plan minutes. The alerts were sent at 3:33 PM to both contact methods. There was no overage on this bill cycle so a plan change was not recommended. The following month, usage alerts were sent when usage became over 75% of the plan (7/17/2015 at 3:33 AM by email and 6:33 AM by text message), then a second alert was sent when the usage became over 100% (7/17/15 at 8:33 AM by email and text message). We understand that this was the last day of the billing cycle, however plan changes could have been made up until 11:59 PM on the 17th. We send the usage alert as soon as the usage is reported to us, but we cannot control when the usage occurs that will trigger an alert. In the billing cycle that ran from 6/18/15 through 7/17/2015, Mr. [redacted] used 276 minutes on the 250 minute plan, resulting in $6.50 in overage charges. We can rerate the invoice as if he were on the appropriate plan for his usage, which would be the next plan up for $5 more. This results in a credit of $1.50 plus tax. The new balance due 8/8/15 is $25.67. Going forward, Mr. [redacted] will need to check his usage and make any necessary plan changes before the end of the billing cycle on the 17th. The plan can be changed over the phone or by logging in to “My Account” on our website. We are only able to offer one courtesy rerate every 12 months. Mr. [redacted] plan is still 250 minutes as he last requested, if he would like to make a plan change, he is welcome to do so any time. Sincerely, JESSICA H[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST

Complaint: [redacted]
I am rejecting this response because:My phone was locked by Consumer Cellular. When my phone was replaced by [redacted], they simply ported over the same date from the original phone that I bought from Consumer cellular. No one changed, locked or unlocked the replacement phone. It was locked by Consumer Cellular and they are responsible for unlocking my phone. [redacted] and [redacted] have nothing to do with it. Consumer Cellulare needs to stop passing off the responsibility to other companies and take responsibility for dealing with this issue. 
Sincerely,
[redacted]

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 prefer to see the "final prorated charges" before considering this resolved*Sincerely, [redacted]

Mr. [redacted] began service on 4/24/2014 and cancelled on 12/31/2015. We last heard from him in August of 2014 when he was having trouble using his phone. We had him turn his phone off and back on and he was able to make a call successfully. In regards to our coverage in his area, he is in...

an excellent coverage area and we have hundreds of customers in that location. I’m sorry that the service didn’t work for him but we cannot guarantee service in all locations at all times. We do our best but there are limitations to every cellular company. The customer has been with us for 20 months and is well beyond our risk free guarantee however there was no usage on the most recent invoice so as a courtesy I have waived the invoice that had a due date of 1/12/2016. Thank you for contacting us regarding this complaint and allowing the opportunity to respond.

Complaint: [redacted]I am rejecting this response because:
We must be looking at two completely different phones. When the company sent "my" phone back I took pics of it and I have now attached them to this email. As you can see, they are nothing like the pics that was attached in the Consumer Cellular response to my complaint.
Also, they now show that I owe $15.42 but this is still not correct. I received notice today that they accepted the second phone I sent back and issued a credit of $53.50 for that phone. I paid for that phone using my Debit Card and that is how the refund should have been handled, back on my Debit Card but from what I can tell, they issued credit on the invoice that I was complaining about, which is not right.
If I'm wrong on this, then I would appreciate Consumer Cellular sending me a breakdown of all my charges and credits from day one. As far as looking on the web page, it will not show me anything other than the balance owing. I want a breakdown of how they come up with that balance. It does not show me if they gave me credit for the pro rated charges of 10/07 to 10/25 which is in error.
I have never had such confusion in trying to settle my account and be treated fairly as I have with this company.
I will never believe that the pics they sent are the pics of my phone because you can see from my pics that it is in perfect condition.
Thank you for trying to handle this for me. I really appreciate it.Sincerely,[redacted]

Dear Revdex.com,Consumer Cellular has reviewed Mr. [redacted]'s account and usage and our position has not changed. The account had usage and the billing was valid. At this point, the balance has been sent to collections and Consumer Cellular cannot apply further credits.Jessica H[redacted]Corporate Executive ResolutionConsumer Cellular, Inc.

Complaint: [redacted]I am rejecting this response because: I am having a lot of difficulty with my phone when I had the [redacted] SIM card I did not have these problems, I have lost all photos that was on my phone due to the defective T-Mobile SIM card, I was not informed that I was sent A T-Mobile SIM card, I need my phone to be used at all times, the credits that
I have been given is not letting me use my phone on a constant daily basis. How long will it take Consumer Cellular and T-Mobile to resolve the problem, on 12-10-2015
I was informed that T-Mobile would contact me  about the problem, I have not been contacted by T-Mobile or Consumer Cellular.
 
Sincerely,[redacted]

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We havetried numerous times to contact the customer however we have been unsuccessful. I have emailed aprepaid shipping label to the customer for her to return...

the iPhone with IMEI [redacted].Ms. [redacted] should carefully package the iPhone and send it back using the label. As long as the phoneis returned in like-new condition (no drops, dents, gouges, cracks, scratches, liquid exposure or othersigns of damage) the phone is eligible for a refund.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

Complaint: [redacted]I am rejecting this response because you have chose to not do anything so I will chose to give more bad reviews on you

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Ms. [redacted] has had a Connect plan with us since 2013 which allows her to use data and text messaging. Just recently the usage went over her data plan and we auto-upgraded her data...

plan to meet her usage. In total 4.17GB of data was used. This usage is valid and the invoice cannot be adjusted. If Ms. [redacted] would like to make a payment arrangement she may do so by calling us at 1-800-686-4460.

Revdex.com [redacted]Dear Revdex.com,We apologize that a mistake was made on the account which caused the customer’s phone to deactivate. There was confusion over an email that the customer had sent us which said ‘The phone is not activated. Why did you say it was?’ The agent who received...

that email thought that Mr. [redacted] wanted the phone to be activated and so she did. As soon as we were made aware of the issue we submitted the old SIM card to be re-used. It appears that the phone his wife has is usable again.Mr. [redacted] is requesting a refund for the iPhone which he will receive once we have the phone back and it has gone through inspection to insure it is in like-new condition. The activation of the phone occurred on the 24th and the issue was resolved 4 days later. I have placed a prorated credit of $5.33 for the loss of service and an additional $5.00 courtesy credit plus associated taxes. The customer also received a credit of $10.00 for express shipping since he ordered another phone for his wife. This has reduced the customer’s current invoice from $99.57 to $77.66.Thank you for contacting us regarding this complaint and allowing the opportunity to respond.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE

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 appreciate Consumer Cellular's willingness to accept the Motorola Moto LTE phone and to process the "external memory card rejection problem" as a warranty issue. This was always the main problem with this phone and it precluded me from being able to use an external SD card to supplement the phone's limited 8 GB internal memory. It is my understanding that Consumer Cellular will send me a "return envelope" which I will use to return the original phone, after which time Consumer Cellular will credit my account for the $150 charge associated with my replacement phone. 
Thank you for helping to resolve this complaint.Sincerely, [redacted]