Consumer Cellular

Complaint: [redacted]I am rejecting this response because:I will return the phone (still in the box) and await my $107.00 refund.  Please advise how long it will take to issue that refund after you receive the phone.  As with prior responses this company only addresses one issue at a time which shows their lack of good faith.  They can see that the service was never activated yet they billed me every month for over a year.  They did not address this issue.  They also did not address why they advertise three ways to get in touch with them then don't allow a consumer to reach them when they use any of those methods.  These issues were raised in my original complaint letter but each of the company responses are silent on these issues.Thank you  Sincerely,[redacted]

March 2, 2018 Revdex.com Complaint ID [redacted] Kelly W[redacted] (#[redacted]) Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Kelly W[redacted] started service with Consumer Cellular 10/12/17 and the account was cancelled...

11/18/17, then reinstated on 11/28/17 and cancelled again on 12/22/17 when the number was ported out to another carrier. The first invoice for the service from 10/12/17 through 11/18/17 was waived automatically under our 45 day Risk Free Guarantee. The charges on the account were $55.57 for the service that was active and used in the bill period that ran from 11/29/17 through 12/22/17, the date of cancellation. The service dates can be confirmed on page two of the invoices. Kelly made the payment of $55.57 on 2/27/18 and we have waived the late fees that accrued. I’ve also proactively rerated that invoice to the lowest plans possible for the actual usage which results in a reduction of $19. I’ve processed a refund of $19 to the credit card used to pay the bill and nothing further is due on the account. Sincerely, JESSICA H[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected] www.ConsumerCellular.co...⇄ SW 69th Avenue ? Portland, Oregon 97223 800-686-4460 ? www.ConsumerCellular.com ? [email protected]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Ms. [redacted] started service with one phone number on 10/20/17 and added a second line of service on 10/28/17. One of the numbers was ported out to a new carrier on 11/8/17, but the...

remaining line was not addressed. Ms. [redacted] contacted customer service on 11/28/17 to question the bill. Since there was no usage on the additional line, the agent sent a request to our billing department to apply the appropriate credits to the account. The charges on Ms. [redacted]’ account were waived in full under our 45 day Risk Free Guarantee. I’m sorry to hear that Ms. [redacted] was not contacted to let her know this was resolved. Please let us know if we can be of further assistance. Sincerely, JESSICA H[redacted]

February 16, 2016 Revdex.com [redacted] Dear Revdex.com, I’m sorry to hear that Mr. [redacted] is unhappy with his phone. Quite a few of our phones do run the higher version of Android however the phone that Mr. [redacted] purchased is now over a year...

old and isn’t compatible with the higher operating system. It also is no longer eligible for a refund. At this time Mr. [redacted] only option to get the newest version of Android is to purchase a new phone, some of which we offer at a discounted price for existing customers. If Mr. [redacted] is interested in doing this he may go online to order or may call us at 1-800-686-4460. Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Sincerely, TINA G[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST

see attached
 
November 2, 2015 Revdex.com [redacted] Dear Revdex.com, Mr. [redacted] account was cancelled when another account in his household became past due by $1,565.48. Until this amount is paid on the other account, we will not turn on either...

account. Mr. [redacted] called us on 10/8/2015 and requested the unlock codes for his phone which were given to him. He was advised that we cannot guarantee that the phone will work on any other service. The last payment that was taken from the account in Mr. [redacted] name was for the service dates of 8/27/2015 – 9/24/2015 in the amount of $16.42. This was for the final prorated invoice for his service. Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Sincerely, TINA G[redacted]@ConsumerCellular.com www.ConsumerCellular.com [redacted]

Dear Revdex.com,
Thank you for contacting us regarding this complaint and allowing the opportunity to respond. [redacted] account is currently suspended due to a past due balance. Below is an accounting of the recent payments on the customer's account. As you can see, a payment was not made in June. Thus...

there was a past due balance and two payments were made in July. As of this writing, we have not received the payments for balances due in September or October. The balance currently due is comprised of $29.39 due on 9/25/16 for the service provided from 8/4/16 through 9/3/16 and $40.20 due on 10/25/16 for service provided from 9/4/16 through 10/3/16. In order to reinstate services, we will need to receive the full past due balance of $69.59
To make payments arrangements, please contact customer service at 800.686.4460. Payments can also be made by logging on to the customer's account online or through our automated phone system. If the payment is made within the next 12 days, the account will automatically reinstate. If the customer feels that the below chart does not reflect all of his recent payments, please contact me with the amount paid, the date and the payment method so I can complete additional research. 
Sincerely,
Jessica H[redacted]
CORPORATE EXECUTIVE RESOLUTION SPECIALIST
T 800.686.4460 F 503.675.8989
[email protected]
www.ConsumerCellular.com
 
 
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

February 11, 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] account was cancelled as requested on 1/22/2016. Consumer Cellular bills...

in arrears for monthly service and usage, so when an account is cancelled there is always a final invoice for service through the cancellation date. The last payment made on this account was $68.22 on 1/20/2016. This paid for the service provided from 11/25/2015 through 12/24/2015. The invoice Ms. [redacted] has received is the final invoice for service that was active and used from 12/25/2015 through 1/22/2016, the date the service was cancelled. This invoice is prorated because the service was not active for the full bill cycle, which normally would have ended on the 24th. We’re sorry for any misunderstanding caused by the final bill. We reviewed the call where the account was cancelled and the call disconnected before the agent gave Ms. [redacted] the last digit in the confirmation number. The final balance due on the account was not discussed because the call dropped; the customer was not told that nothing would be due. Ms. [redacted] is welcome to contact us with any additional questions about the account or billing. Sincerely, JESSICA H[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. Mr.[redacted] cancelled service with us on 8/26/2016. The invoice that is owed is for the billing dates of8/4/2016 – 8/26/2013 in the amount of $13.88 plus a late fee...

of $10.00.I have removed the late fee and lowered the invoice as much as possible. The remaining balance to payis $9.79 and must be paid by 12/21/2016 or the account will fall back to the collection process.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F 503.675.8989

Complaint: [redacted]I am rejecting this response because: 
I read the letter that you received from Consumer Cellular.    
 
Consumer Cellular NEVER COMMUNICATED TO ME ABOUT ALL THOSE CHARGES.   It was communicated to them to THEY DID NOT HAVE AUTHORIZATION TO TOUCH THE CHECKING ACCOUNT!    The phone was not to be put in my name.   I DID NOT USE THE SERVICES.
 
It was communicated to Consumer Cellular we no longer needed the services at all because the phone was in operable.
It was communicated to them we needed the account number, which was provided by the representative I spoke to.
I gave the representative authorization to speak to Ms. G. E[redacted] about my brother's phone.    At that time she was told the balance was $10.00.
I distinctly told Consumer Cellular to communicate directly with me and to mail all communications to me.
Yes, I did reverse the amount because the phone was not used.
Second, NO ONE EVER TOLD ME THEIR ABOUT THEIR BILLING PRACTICES!
NO ONE EVER CONTACTED ME VIA PHONE OR USPS.  AND THEY DID HAVE MY HOME ADDRESS AND PHONE NO.
Now, I will pay the $49 and change, but I will not pay the other amounts because they NEVER WERE EVER COMMUNICATED TO ME.
They will need to send me an INVOICE WITHT HE THAT AMOUNT.Sincerely,[redacted]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. First I will explain the total balance on the account, then I will address the question about a second line of service. Ms. [redacted] first bill for service was $18.34 due on...

5/9/17. The payment was made on 5/29/17, twenty days late, so the past due balance was forwarded to the second invoice that generated on 5/20/17 making the total due $54.80. The past due balance of $18.34 was paid however the second invoice for service was not, so it is now past due. The third invoice generated on 6/20/17 and includes the past due balance of $36.46 and the current balance of $35.05, making the total balance due as of today $70.51. This is for the service dates of 4/18/17 – 5/17/17 and 5/18/17 – 6/17/17. This account was originally opened on 3/22/17 over our website. A new number ending in [redacted] was assigned. On 4/13/17, Ms. [redacted] called in and ordered a new SIM card to transfer her existing number from another provider. That is when the second line was added. I do not see a request to cancel the original line, however it sounds like Ms. [redacted] intended for the ported number to replace the number we assigned. I have gone ahead and waived the $10 additional line fees on both unpaid invoices in which they appear. This brings the balance due down from $71.51 to $49.75. Ms. [redacted] is on the appropriate rate plan for her usage, which is $20.00 + taxes per month for 1,500 minutes. Going forward, her invoices will only be for this plan unless she requests additional changes. The account is past due for the balance due on 6/8/17; the service was interrupted on 6/27/17. In order to reinstate the account, at least $14.70 needs to be paid, then the remaining balance of $35.05 can be paid on the next due date of 7/9/17. Once the past due balance is paid, Ms. [redacted] should be clear that she does not want to reinstate the line ending in [redacted] and only her phone number ending in [redacted]. I will monitor the account and ensure the extra line remains cancelled if the account is reinstated. Please contact us to make payment arrangements or the balance can be paid online.

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We donot have any records of Mr. [redacted] requesting to have that line of service cancelled in September.However, since there was no usage, I have provided 5...

months’ worth of credit in addition to a month ofcredit that was already given to him. These credits have been applied to his account balance.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.
Sincerely,
[redacted]  PS:; regarding their response...THEY told me about the nifty fifty program...they don't need to explain it to me now...they told me I was going to get it. Furthermore, about the date of usage...yeah, we could make calls, but we could not receive calls. So it really was not working until April 6th. I will accept their settlement...but they need to stop making excuses for their company and acting like they are doing me some kind of favor. An apology would have been nice.

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.  Thank you for such an expedient response and taking care of this matter and thank you to consumer cellular for taking care of this matter, my faith is restored in the company .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. Sincerely, [redacted]

May 6, 2016 Revdex.com [redacted] RE: [redacted] Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. The phone that is using the data is associated on the account to [redacted], who is also a secondary user named on the account. On 4/29/2016 we...

received a call from the customer and on that call the customer stated that there was an app running in the background which is constantly syncing. We were not able to help him remove the app and the phone is not one purchased from us. The customer stated he would call [redacted] to see if they could assist. We also advised the customer how to connect to WiFi. The agent led the customer through seeing where the data was being used and it was being used by the phone. The customer also stated that their granddaughter was synching the phone to download the contacts. At this time the usage is valid. And credits will not be applied.

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We willnot be refunding the cost of getting his credit report.I had one of my leads contact Mr. [redacted] this week and this was all discussed with him at that time.We require anyone who signs up for payment plans on our phones to be on autopay during the timethat they are paying off the phone.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

June 8, 2016 Revdex.com [redacted] Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. On 4/17/2016 we took a payment in the amount of $61.86. On 5/6/2016 the customer had us update his card information...

to the new card. We received the notice on 5/25/2016 that the charge from 4/17/2016 was being disputed. We returned the funds back to the card company however this charge was valid. We put the amount onto the account as being owed and a $25.00 late fee was assessed. The customer has paid the disputed payment and the $25.00 late fee and his account is active. As a onetime courtesy I will credit the $25.00 onto the customer’s account. This is not something that we typically waive unless the customer drops the dispute with their card company and, should we receive other disputes, we will not provide this credit again. Sincerely, TINA G[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected] www.ConsumerCellular.co...⇄

Complaint: [redacted]I am rejecting this response because:
 
I'm angry that they did not know the voicemail was down and continued to blame me for the system being down.  They did not offer to send me a sim card for 4 to 5 days then I have to wait another 4 to 5 days to get other service is incredibly non responsive.   It should be sent in one day over night.  I'm not using my phone because no one can get voicemail if I'm not anwering.  I am a new customer paying $60.00 per month for service and 1/2 of my service is down for 1 week.  
I want credit for 3 months.  This is unacceptable and I can not believe that they are so very lax.   They can send me a sim card. We'll see if I'm going to stay with them.  
 
This is unacceptable service.  
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.
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:What consumer cellular did not put in their message, is that when I called in October and spoke to the customer service agent, I was told I had a zero balance at that time, and that the late fees they were applying to my account were in error.  The rep told me in October that I owed nothing and that my account was closed, she never mentioned that I owed any money, and on the contrary stated that Consumer Cellular was in error, which is why I was shocked to receive another statement.  Obviously one hand does not know what the other hand is doing at this company, and they can't even own up to making an error, which obviously happened at some point.  The amount I paid, is small, but that is not the point, this company caters to [redacted] members, which may be easy targets for nickel and diming on the bills, like they did to me.  If they had any integrity they would apologize, own their error, and refund the small amount of money that they said first I did not owe, and then said I did owe.   
Sincerely,[redacted]