Consumer Cellular

Dear Revdex.com,
Thank you for contacting us regarding this complaint and allowing the opportunity to respond. When acustomer purchases a phone through us, our system will look at the customer’s billing address andbased on that information, will assign the carrier that has the best coverage. I have looked...

at Tmobile’scoverage and there is excellent coverage at the customer’s billing address. This isn’t to say thatcustomer’s don’t, on occasion, find a difference between the carriers; despite what coverage mapsindicate. I apologize for the frustration the customer has had over this process.
In regards to the credits, Ms. [redacted] paid $66.00 for the Doro 824. When she exchanged the 824 for theDoro 626, a refund was expected of $12.00, the price difference between the two phones, if everythingwas returned. The charging cradle was not returned, which costs $21.60 ($20.00 plus tax) so thecustomer did not receive $21.60 back. The $12.00 ‘credit’ was applied to that amount so she wascharged $9.60, the remaining amount. Keep in mind that we had provided her a credit in good faithtowards the phone she exchanged to already so she was not charged for that phone.
On 6/16/2016 we credited the account for the purchase of two retail SIM cards, for a $20.00 credit. Herinvoice for the service dates of 5/9/2016 – 6/9/2016 included the invoice amount of $48.94 plus the$9.60 charge for the missing charging cradle, for a total of $58.54. The retail SIM credit was applied tothis lowered it to $38.54 and the customer paid the $38.54 on 7/1/2016.
We received the charging cradle back and the customer received a credit of $20.00 towards her accounton 7/7/2016. An invoice generated and the $20.00 was applied towards the invoice for the service datesof 6/10/2016 – 7/9/2016 in the amount of $36.55. The $20.00 credit was applied to this invoice loweringit to $16.55. The $16.55 is due on 7/31/2016.
I hope this help to clear up the credits and charges. There was a lot going on all at the same time andthis can be rather confusing. If there are additional questions, please let me know.
Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F 503.675.8989Corporate.Resolution@ConsumerCellular.comwww.ConsumerCellular.com

Complaint: [redacted]
I am rejecting this response because:The dispute was initiated before the company issued the refund.The product was paid by a credit card, and the credit carrier bank was negotiating with Consumer Cellular.I didn't recieve any refunds from Consumer Cellular directly, and I didn't request the bank to demand a double refund.The issue is to be resolved between the Consumeer Cellular and the credit card's bank.All bills generated by Consumer Cellular were paid by me on time and in full.I have never received any bills from Consumer Cellular requesting the said paiment or indicating a past due amount,except their phone calls and e-mails.I have never signed for an e-mail payment communication with Consumer Cellular.The last billing cycle I paid on time and in full.My service was disconnected before the end of the current cycle and without mailing me a printed bill.The bank, by my request, assured Consumer Cellular on the phone,that the issue has been resolved and that their printed letter  to them is on the way.Nevertheless,the service was discontinued by Consumer Cellular.Attached are copies of recent bills and Consumer Cellular's confirmation of payments.I may not be responsible for miscommunication by the Consumer Cellular with my financial institution,for getting a defective product from Consumer Cellular,and I should have not been punished  for that.
Sincerely,
[redacted]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I would be happy to explain the billing. Ms. [redacted] was on our 250 minute plan. During the billing cycle which ran from 10/18/2016 – 11/17/2016, she used 425 minutes and was auto-upgraded to a plan...

which met her needs. In subsequent months she did not use that many minutes however it is the customer’s responsibility to advise us if they want their plan to be moved back down. Ms. [redacted] did not notify us of that so she remained on the higher plan. As a courtesy I have adjusted Ms. [redacted] invoices. There were two invoiced owed on the account for a total of $42.07. I have adjusted the remaining balance to $28.80.

Dear Revdex.com,
Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I’m sorryfor the frustration that this has caused the customer. I have cleared the invoices from the customer’saccount and they are now at a zero balance.
Sincerely,
TINA G[redacted]CORPORATE...

EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F 503.675.8989Corporate.Resolution@ConsumerCellular.comwww.ConsumerCellular.com

Complaint: [redacted] I am rejecting this response because: I feel that they are aware that old IPhones do not work, I had two different representatives tell me that they would take care of the problem, all the while charging you. Couldn't send or receive text messages. Could only make calls, but not use anything else. Why should I pay for data when I wasn't able to use it. That's why I cancelled it right away. 
 
This is company has false advertising. I would never recommend them to anyone. I will certainly be sure to let everyone know how they do business. Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:  I did everything they told me to do and informed them it did not fix the problem!  They were notified of my problems with the phone LONG BEFORE the 60 day period.  They are the ones that kept screwing around and taking time to answer and never told me how to return the phone to them.  There is NO [redacted] repair store in this area.  I did chat with [redacted] and they said CC should have taken care of the problem when I first told them about it.  It would be a 5 hour drive for me to take it to an [redacted] store. 
Sincerely,
[redacted]

Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I’m sorry to hear of Ms. [redacted] frustration with our company. The amount that is owed is from two invoices. $46.53 for the service dates of 12/7/2017 - 1/6/2018 and $6.54 for the service dates of...

1/7/2018 - 1/10/2018, when her account was cancelled.As a courtesy I have lowered the final amount owed from $53.07 to $42.76. This amount is due by 10am PST on 3/06/2018.Sincerely,TINA G[redacted]

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Thecustomer did receive past due notices for the last few invoices because they were not paid on time.There was a payment missed in February which has caused all...

subsequent invoices to also be late.We received a payment on 1/24/2017 for the invoice due on 1/28/2017.The next payment was receivedon 3/13/2017 which covered the invoice due on 2/28/2017. On 4/12/2017 we received payment for theinvoice due on 3/28/2017. On 5/15/2017 we received payment for the invoice due on 4/28/2017. On6/21/2017 we received payment for the invoice due on 5/28/2017.The account is current at this time but there is an invoice due on 6/28/2017 in the amount of $83.29. Toavoid additional notifications of delinquency and possible late fees, Mr. [redacted] should make thispayment on or before the due date.Mr. [redacted] can access his account online at www.consumercellular.com or can call us. He has the abilityto change his plans at any time and I would recommend that he lower it, based on his usage.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. There aretaxes and fees that we are required to place on a cellular bill. Per our end user agreement, we canchange the rates, fees, etc. at any time without prior...

notification.Here is the information that we received when we were told that this new fee was required. We havepassed this cost onto the customers who live in the areas that require these fees.The B&O Tax was added based on Section 3.01.020 of the City’s Code of Ordinances.? Sec. 3.01.020. - Telecommunications service occupation tax. There is imposed an occupation tax on the privilege of engaging in the business of furnishingtelecommunications services. This tax is levied upon providers in the amount of one dollar eightyonecents per month for each access line served by the provider for local telecommunication servicewithin the City of Wichita. The occupation tax shall be paid to the city by the provider based uponthe number of access lines served on the last day of the month for which the occupation tax isimposed.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F 503.675.8989

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Prior tounlocking any phone the phone must be paid for in full and the account must be current (no past duebalance). Mr. [redacted] still owes $75 on this iPhone which was purchased 4/8/16 using...

EasyPay financing.An iPhone also needs to be on our service for 180 days before it is eligible to be unlocked. In lieu of 180days of service, a fee of $120 can be paid instead to unlock the iPhone early. This iPhone is well outsideof our 45 day return period, which Mr. [redacted] was made aware of both on the phone and in thematerials he received with the iPhone.
At this point, to unlock this device the account balance of $161.77 needs to be paid (this includes a billfor service and the remaining balance due on the iPhone). Since the account was cancelled before theiPhone had been on service for 180 days, in addition to the account balance a fee of $120 can be paid tounlock the device. Otherwise, the account would need to be reactivated for 60 more days at which timethe device would be eligible for unlocking, assuming it is paid off and the account is not past due. Mr.[redacted] can contact my office at [email protected] in order to communicatewith us regarding his decision.
Sincerely,
JESSICA H[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALIST

February 18, 2016 Revdex.com [redacted] Dorothy [redacted] Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Ms. [redacted] began service with us on 12/30/2016 and service was cancelled on 1/18/2016. She was on the 750 minute plan with 3GB of data,...

unlimited text and a SquareTrade protection plan with two lines of service. During this time there were 219 voice minutes, 259 text/picture messages and 1,280.97MB of data used. Our risk free guarantee states that if the customer cancels within 30 days and no more than 300 units of usage, we will accept the phone(s) back for a refund and will clear any invoices that may have generated. Our welcome guide is very clear about the guarantee. Ms. [redacted] exceeded the 300 units of usage. We have accepted the phone and the mobile hotspot back that she had purchased and refunded her for those. We are only asking that she pay for the service that was used. The invoice is valid and has already been paid for. There is no refund due as we have already refunded for the equipment. Sincerely, TINA G[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST

September 25, 2017 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 appreciate Mr. [redacted] feedback and understand that cellular [redacted]s become...

indispensable during a disaster of any kind. We’re currently looking into the possibility of increasing our data plans, however at this time the maximum plan we offer is 5GB and any data usage over that it at a reduced speed. Unfortunately we don’t have a method available to remove the speed reduction for customers in certain areas as change in bandwidth occurs automatically based on the usage level. To support our customers in the areas affected by the devastation of Hurricane Irma we are automatically issuing an invoice credit to customers in Florida and Puerto Rico toward the cost of any overages. The credit will automatically be added to a customer’s account at the time of billing if they have an overage charge. Please let us know if we can be of further assistance. Sincerely, JESSICA H[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T [redacted] F [redacted]@ConsumerCellular.com www.ConsumerCellular.com 12447 SW 69th Avenue ? Portland, Oregon 97223 [redacted] ? www.ConsumerCellular.com ? [redacted]@ConsumerCellular.com

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I’m sorryto hear that our service did not work for Ms. [redacted]. I have cleared the charges from the account.In regards to Ms. [redacted]’s credit, we haven’t reported anything to the credit...

agency.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

Complaint: [redacted]I am rejecting this response because:I don't know what their response is.Sincerely,[redacted]

Dear Revdex.com, In addition to returned check fees, $95.16 was due for services that were provided and used. On 3/28 the agent made it clear that the payment being made did not include anything other than charges for service. We will not be waiving any additional returned check fees. Below is a copy of an email we received on 3/17/17, after the ten checks were received, and our response that was sent on 3/23/17. Mar 17 15:41 Name: [redacted] Number: [redacted] Email: [redacted]@yahoo.com Topic: Billing Comments: hi I tried to make payments for my bill as much as I can. sent your office 10 checks dated every end of the month please deposit the check on the date listed. thank you Mar 23 09:09 Hello Ms. [redacted], Thank you for your email. I am happy to assist you with your payments today. Upon review of your account, I can see your checks have already been received, and were all processed on 3/15/17. Unfortunately, we are unable to take post-dated payments, and we apologize for any inconvenience. If there is anything we can do to further assist you, please reply to this email or call Customer Service at 800.686.4460. Thank you for contacting Consumer Cellular, 
[redacted] 
Customer Service 800.686.4460 Sincerely, JESSICA H[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected] www.ConsumerCellular.co...⇄

Revdex.com:
[redacted]Please see attached documents[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]Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because I believe the replacement phone should have the same 1 year warranty as the defective phone it replaced. I appreciate the business' initial action to provide a replacement phone, but in their second response, they did not give a rationale for only providing 30 days on the replacement. I was patient working with Consumer Cellular for the 1st 2 years as we addressed continuous problems with my Moto G. I finally asked for, and have now received a replacement phone. It is also a Moto G, but a later edition. There is no logical reason that the 2nd phone would not have a 1 year warranty. The failure to provide one indicates to me that Consumer Cellular and Motorola have no confidence in the replacement phone. I'm willing to compromise on a 6 month warranty in order to resolve the complaint. The extra time gives me peace of mind and costs the company nothing (provided the replacement phone is in good working order). Is 6 months acceptable to the company?
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]This company is not telling the truth. I could NOT cancel by phone. Simply due to the fact I could not get through to the business.Through their phone. I called the customer service number of  1-888-345-5510. So with this conclusion they claim I called on 7/11/2017 which is a bold faced LIE! The only day I called this number was on 7/10/2017 at 4;02 pm. This is through their own phone.Then I got tired of the hold times! It was only on [redacted] that I was able to contact someone with customer service.So this is the second LIE they are telling. Their own phone shows that I called once on CC phone,on the previous CC which I have. Was going to print out my usage but unable to because they delete the bills. So I could not print them off. This company uses deceptive trickery and outright lies to lure customers into thinking they get a great deal.The fact that they were caught in 2 lies . Goes to show the left hand does not know what the right is doing.The fact that they were caught in 2 lies shows they will do others.The only way I was able to cancel was on [redacted]. You do not know who you are talking to on [redacted] since they use their generic name CC.

Complaint: [redacted]I am rejecting this response because: This is a follow up to complaint #[redacted]. Consumer Cellular sent me a new phone right before the warrenty expired and I returned the old phone. The old phone was returned to me along with a note stating they were chargine me for the phone because I returned it after the warrenty expired. I received the new phone prior to the warrenty expiring and returned the old phone.
I would like to receive credit for the charge of the phone. If Consumer Cellular would like to resend a prepaid mailing I would be happy to return it again.Sincerely,[redacted]

Dear Revdex.com, We have rerated the bill for service from 2/18/16 through 3/17/16 to the best plan for the customer’s usage and this provided a $5 credit. The new balance for this invoice is $65.64. There will also be a final prorated bill for the service that was active and used from...

3/18/16 through the cancellation date of 3/21/16. That invoice has not yet generated however a copy will be sent as soon as the invoice is prepared. The service was active and used through the cancellation date of 3/21/16, no further credits will be offered. I have sent a copy of the current invoice to Mr. [redacted] email address [redacted]@sbcglobal.net so that he can review the usage detail. Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Please keep in mind that the balance due on the invoice copy is the original balance and does not include the credit I applied. Thank you for contacting us regarding this complaint and allowing the opportunity to respond.