Consumer Cellular

Ms. [redacted] is correct, there are additional flat rate taxes or surcharges that are applied per line of service. Those we had not already waived we are unable to do. I see that a payment of $37.01 was received, so I have applied a courtesy credit of $3.68 to clear the remaining balance from the last invoice. Going forward, the charges will only include the one additional line unless other account changes are made. Jessica H[redacted]Consumer Cellular, Inc.

July 16, 2015 Revdex.com [redacted] Dear Revdex.com, After review of the account, the customer is correct that texting was not enabled on her device. Our texting plans are bundled with our data plan. The data was active on the line but text was not. Half of the service she was paying for was...

functional. We have credited back to the customer a total of $15.00 plus associated taxes. This covers 12 months of the texting portion of the data and texting package. Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Sincerely, TINA G[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T [redacted]@ConsumerCellular.com www.ConsumerCellular.com

October 9, 2015 Revdex.com Complaint ID [redacted] (Customer # [redacted]) Dear Revdex.com, Ms. [redacted] voicemail is active, it was not disabled. If she is travelling, it’s possible that she is in a roaming area; if the phone is using partner towers, voicemail may function differently than it does...

when using our [redacted] towers. If Ms. [redacted] is in an area with no data service, the visual voicemail may not function unless connected to Wi-Fi, but standard voicemail is still accessible through the voicemail menu. Voicemail can also be accessed by calling the cell phone number from a different phone, press * (star key) when the voicemail picks up, then enter the voicemail passcode. If she has not done so already, I recommend completely powering the iPhone off, then back on - press and hold the power button until “slide to power off” appears, slide the icon to power it off. Wait about 30 seconds, then you can use the power button to turn the phone back on. This will allow the phone to reconnect to the towers and solves many common issues. Without additional information, I hesitate to make additional assumptions about the cause of the problem she is experiencing. If she could provide a phone number other than her cell phone number, we can certainly give her a call to troubleshoot and resolve the issue. I’m sincerely sorry for the hold times Ms. [redacted] experienced. At the time of this writing, our hold times are between 10 to 20 minutes. We’re aware of the issue and working diligently to train qualified representatives and get them ready to take calls. Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Sincerely, JESSICA H[redacted]

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We havebeen in contact with [redacted]. We advised him that if he paid $23.74 which is for the invoice dates of11/22/2016 – 12/21/2016, we would waive the remaining...

invoices.This account was not cancelled until 1/22/2017 and the estate is responsible to pay through the date ofthat cancellation. As a courtesy we have made the agreement for the estate to pay the one invoice andwe would waive the rest. There was usage on that invoice.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

Complaint: [redacted]I am rejecting this response because: #1 I was told that the refund period was 30 days not 45. #2 In my complaint I believe that I was quite clear about why it took so long to determine that the phone was defective. The main cause of the confusion was that the downloaded owners manual from Consumer Cellular was for this phone but was for an older operating system. This information was just revealed to me a week or so ago by a Customer Service Dep't manager. Because it included instructions for a different operating system. The instructions were different in several areas of the manual, causing confusion to the point where it was not clear if the problems were caused by the phone or by me. It has taken several months of troubleshooting to identify that the problems were with the phone. I even attended a Smart Phone course at our senior center in which the instructor also became confused with this phone's operation.
If the people at Consumer Cellular will more carefully read my complaint I believe that they will better understand and agree with my side of this. Even 45 days is just not sufficient time to determine whether a complex item such as a Smart Phone is functioning properly given similar circumstances!Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
Once I ordered the phone online, I noticed the expected delivery date fell on the day when I would be on a business trip in Asia.  I called Consumer Cellular right away expressing this concern.  The service representative I spoke with told me whoever did the delivery would not leave the phone there without me signing off on the delivery, she or he would leave me a note telling me where to go to pick up the phone in case I was not home.  I asked her if it is possible to reschedule the delivery, she said NO.  She then reassured me not to worry about it, so I took her word for it which turned out to be a huge mistake. 
I have attached Document A which is my round trip boarding passes; Document B which is my itinerary; Document C which is my hotel award history to show I did get the points during my December 2015 stay; Document D is the letter from Professional Credit Service showing the principal charged by Consumer Cellular was $139.06.  I refuse to accept the proposal I am responsible for the $25 charge and whatever fee Professional Credit Service would charge me.  This whole issue is caused by Consumer Cellular's flawed internal process and poor quality control, a consumer should not be paying for it.  I request the full $139.06 be removed.Sincerely,[redacted]

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I’m sorryto hear that Mr. [redacted]’ cell phone is not operating properly. We would be happy to process a warrantyreplacement for the phone, if he would like us too....

However, we cannot refund him for the cost of thephone. The original purchase date was on 12/21/2016 and he is well past our return period of 45 days.If Mr. [redacted]’ phone is in like-new condition, and he wants us to replace it, he can email me [email protected]. The phone must be in like-new condition or he may becharged for the replacement.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

Complaint: [redacted]I am rejecting this response because: I pay insurance to get a replacement that works the one that is given is so far outdated the apps I use will not work.Sincerely,[redacted]

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Our RiskFree Guarantee states that if the customer cancels within 45 days and no more than 450 units of usage,we will clear the invoice(s). Mr. [redacted] was within the...

45 day requirement but had used 660 units ofusage.The invoice for Mr. [redacted]’ service was $16.37 and a $10.00 referral credit was applied, lowering theinvoice to $6.37. This amount is valid. To avoid late fees this amount will need to be paid no later than1/14/2017.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. We doour best to predict coverage, as I mentioned before, some people will see differences in the coverage.
At this time there is no further resolution that I can provide.
Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F 503.675.8989Corporate.Resolution@ConsumerCellular.comwww.ConsumerCellular.com

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Iunderstand that it can be frustrating to not have a working phone. We do send all our packages prioritymail, which is much faster than standard ground mail. Mr....

[redacted]’s phone was ordered on 4/22/20147and delivered on 4/24/2017. Overnight delivery would have taken the same amount of time due to theweekend.Mr. [redacted] is welcome to contact us for assistance in connecting his phone via WiFi to his computer. Iam assuming that is what he is referring to when he mentions connecting it to his computer. We do notcharge for that service.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. I apologize, Mr. [redacted] is correct. He was on the 3GB plan at the beginning of the month. I am still correct in saying that the system upgraded him to the 4GB plan correctly. If a customer exceeds their data plan we will upgrade them to the next plan up. This is covered in our end user agreement. 1.3 Can Consumer Cellular Change My Service Terms And Rate? Can I Change My Service Terms And Rate? We may change any terms, conditions, rates, fees, expenses, or charges regarding your Services at any time. We will provide you with notice of material changes (other than changes to governmental fees, proportional charges for governmental mandates, roaming rates or administrative charges) either in your monthly bill or separately. You must pay any additional charges from the date of our modification, even though you may have paid for the Service in advance. You understand and agree that state and federal Universal Service Fees and other governmentally imposed fees, whether or not assessed directly upon you, may be increased based upon the government’s or our calculations. If you lose your eligibility for a particular rate plan, we may change your rate plan to one for which you qualify. If you would like to make changes to your Service, please contact a Consumer Cellular representative. Some changes may be subject to limitations and/or additional charges. You must pay any additional charges from the date of your requested modification, even though you may have paid for the Service in advance. You may terminate this Agreement at any time, but you will be responsible for all charges incurred through termination.

Please see our attached response. Thank you.
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] had an account with Consumer Cellular that was activated...

5/11/2015. Mr. [redacted] cancelled the account on 7/6/2015 when both of the numbers were ported to another carrier. There was usage on the account from the date it was activated, 5/11/2015, through the date it was cancelled, 7/6/2015. We bill in arrears for monthly service and usage, so there is always a final bill once service is cancelled. The last invoice was prorated for a partial bill cycle because the service was only active 7/1/2015 through 7/6/2015. Because of the proration on the final bill, there were overage charges for which we applied a credit of $34.67. The final balance of $15.97 was paid on 8/20/2015 and nothing further will be due. Below is a record of the bill cycles, due dates and payment dates. This information is also available on page two of each invoice. For the customer’s reference, I have sent invoice copies to the email address provided, [redacted]@gmail.com. The billing dates and usage detail are included in each invoice. Invoice Billing Period Balance Due Due Date Date Paid Number [redacted] 5/11/15-5/31/15 $40.48 6/22/2015 6/22/2015 [redacted] 6/1/15-6/30/15 $66.40 7/22/2015 7/22/2015 [redacted] 7/1/15-7/6/15 $50.64 (credit applied making balance $15.97) 8/20/2015 8/20/2015 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

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Shippinglooked through the packaging and did not find the SD card or the SIM tray and the customer wascharged $10.00 for each; $20.00 total.As a courtesy I will...

refund for the two items however I cannot waive the late fees associated with thecredit dispute. If the customer would like these waived she will need to contact her card company andcancel the dispute.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F 503.675.8989

Revdex.com:
   I made a complaint a couple days ago. The
complaint # [redacted]. Anyway Consumer Cellular sent me a new phone so the
issue has been resolved. You will no longer need to proceed with the complaint.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:It is not a response. It does not present any resolutions to the problem, it just reaffirms what was already stated in my complaint. Also their response leaves out some key and obvious issues. Not the least of which is that I placed an order for a protection plan from Apple though Consumer Cellular, so I was under the impression that the phone that I ordered was protected. When speaking to the Consumer Cellular representative with whom I placed the order, there was a verbal contract. It's not right when you make a contract       with a company and you break that contract that company will go through a lot for you to pay retribution, but when a company breaks a contract then they just ignore you. 
Sincerely,
[redacted]

Revdex.com [redacted]Dear Revdex.com, This has been an ongoing issue. The customer continues to file chargebacks with her card company. Here is a rundown of the account.Customer paid $77.00 for the initial down payment of the iPhone, two $25.00 payments and $350.00 for the remainder. Total paid = $477.00.  We received the phone back. Customer received a credit to her card in the amount of $183.00 and $294.00 credit to her account. Total credits received = $477.00  Two invoices generated which went against the $294.00 credit on the account leaving a credit of $164.40 which was then refunded to the card.  Customer filed a dispute with her card company for $102.00. We returned the $102.00 to the card however we did not owe this back to the customer so that amount was put onto the account as being owed plus a $25.00 late fee. Total owed = $127.00  We spoke with the customer and she stated that she was going to drop the chargeback dispute however she didn’t and instead made a payment for the $127.00 bringing her balance back to zero.  Then she filed another dispute for $350.00 and received a $25.00 late fee. Her account now has a balance owed of $375.00.For this issue to resolve, the customer either needs to pay the balance or drop the dispute so that we can waive the late fee. She also needs to not file any more credit disputes.Thank you for contacting us regarding this complaint and allowing the opportunity to respond.Sincerely,TINA G.

Please see attached.June 19, 2017Revdex.com Complaint ID [redacted] (Customer # [redacted])Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We’resorry to hear that the service did not work out for this customer. This account was originally...

opened7/3/2016, then cancelled on 7/8/2016. The billing for this period was waived under the Risk FreeGuarantee Trial Period. Individuals are eligible for only one trial period where if the account is cancelledwithin 30 days and with less than 300 units of usage the bill is waived.[redacted]’ service was reinstated on 4/29/17, less than a year later, and cancelled on 5/4/17.Because the customer had already received one trial period, the invoice was not waived under the RiskFree Trial Period. Due to the short length of time the account was active and being that there was nousage, I have gone ahead and extended a second trial period and waived the invoice charges. [redacted] will not be eligible for additional free trial periods if she decides to reinstate service in the future.Please let us know if we can be of further assistance.Sincerely,[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

Complaint: [redacted]I am rejecting this response because:  This complaint was NOT about Wifi availability.  I will need to use my cell phone to in a particular area in central Illinois for MOBILE DATA!  There is no Wifi available in that area, so I will need to have mobile data availability to conduct business over the Internet!  Wherever I have gone in the past when my provider was [redacted], I was able to use/access mobile data.
Sincerely,[redacted]

Revdex.com [redacted] Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I’m sorry for the frustration that this is causing the customer. Our system is designed to check the customer’s coverage when they sign up and will not allow...

for service to be setup if the coverage isn’t high enough however the coverage maps reported back coverage when in actuality Mr. [redacted] has little to no coverage. I apologize for the mistake. We don’t like to lose customers however we also want to be honest with them. Looking at the coverage maps I don’t feel that Consumer Cellular is going to be a good company for Mr. [redacted]. He is welcome to stay with us if he would like, but I believe he’s going to be disappointed by coverage and the service that we can provide him at this time.