Consumer Cellular

Revdex.com [redacted] Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Len escalated Ms. [redacted] email to his manager on 4/29/16 as she requested. A credit was applied as a one- time courtesy. Express shipping charges...

are charges we pay to USPS and are not refundable when a customer decides to return a phone. However, Ms. [redacted] has been a loyal long-time customer so an exception was made. The $10.70 credit was applied towards her Consumer Cellular account and will be deducted from her next bill. Sincerely, JESSICA H[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected] www.ConsumerCellular.com

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. As thecustomer mentioned the cost of the talk and connect plans, plus access fees for all lines, is free. Thecustomer did receive those all free. The customer was...

billed the taxes associated with the plans, whichis not free.We do not have free trials with our service. All of our advertising as well as our website states that it is aRisk Free Guarantee. Here is what the customer would have seen when they went to our website andsigned up.The customer did exceed the risk free guarantee requirements so the invoices are valid. However, thecustomer was on a rate plan that was higher than what they actually needed. Based on that, I havererated their invoice as if they had been on the lower plan. This has place a credit of $30.68 on theiraccount. I will have this sent as a refund to the customer. It can take a few weeks for them to receive thecheck.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

Revdex.com Complaint ID [redacted] (Customer # [redacted]) Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. A technical support team member spoke to the customer on 4/28/16 and went through troubleshooting steps to address the problems...

experienced. At that time, the representative believed that the issue was signal related and was not caused by the phone itself. After receiving notice of the complaint, we called and spoke to [redacted] and agree that processing a warranty for the device is the appropriate next step. A replacement device has been sent at no change pending return of the defective device. As long as the defective device is returned within 14 days with no physical damage or water damage, there will be no charge for the replacement phone under warranty. We appreciate that Mr. and Ms. [redacted] have given us the opportunity to address their concerns. If after receiving the new device the issue is not resolved, please let us know. Sincerely, JESSICA H[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected] www.ConsumerCellular.com

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. The issuethat was reported to us, for which we offered the warranty replacement, was during a phoneconversation on 3/2/2017. The phone had been purchased on 12/4/2016...

so it was outside of the returnpolicy.If Mr. [redacted] would like a warranty replacement for the phone we are still able to do that but it is nolonger eligible for a refund.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F 503.675.8989Corporate.Resolution@ConsumerCellular

Dear Revdex.com,
Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Thisaccount was opened 12/27/2015 and closed upon request on 11/12/16. On 5/12/16, Ms. [redacted]purchased a Motorola Moto E LTE Smartphone to replace her existing flip phone. We next spoke to...

thecustomer on 6/29/16 when her plan was raised from the bill-per-use voice plan to a monthly plan thatincludes 250 minutes for $15 plus tax. On 8/11/16 we spoke to Ms. [redacted] and removed the textand data plan. When the next bill generated on 8/29, our system billed the customer $2.50 to cover asmall amount of data usage that occurred in the bill cycle from 7/27 through 8/26. On 8/30 we applied a$5 courtesy credit to reduce the charges from $25.05 to $19.16. There was not an error made on thebilling, the customer was charged properly for her plans.
According to the account notes, the unlock code for the Moto E was provided to the customer uponrequest on 11/12/16, the date she cancelled the account. For her records, the unlock code is [redacted].Consumer Cellular bills in arrears for monthly service and usage. When an account is cancelled there isalways a final invoice for service through the cancellation date. The last payment made on this accountwas $14.02 on 11/17/16. This paid for the service that was active from 9/27/16 through 10/26/16. Onemore invoice will generate for the service from 10/27 through the cancellation date of 11/12, however,since there was no usage in that period I will waive the invoice once it generates. The billing already paidis valid and no additional refunds or credits are due. If we can be of further assistance please let usknow.
Sincerely,JESSICA H[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F 503.675.8989Corporate.Resolution@ConsumerCellular.comwww.ConsumerCellular.com

Revdex.com Complaint ID# [redacted] (Customer # [redacted]) Dear Revdex.com, Thank you for forwarding Ms. [redacted] reply. I apologize for any frustration experienced after our previous response. Consumer Cellular ships and receives thousands of packages each day, and returns are processed in the order they are received. Once a package is delivered to our warehouse, it takes additional time for each package’s contents to be evaluated and credits or refunds applied. Our shipping department makes the information available to customer service as soon as this happens, however it is not instantaneous upon delivery. I’m sorry that the timing was such that we received her complaint prior to the return being processed. Since our original reply on 6/5/15, our shipping department has processed the phone that was returned. A refund of $98.65 was issued to the card ending 2527 on 6/9/2015. The return of the phone also cancelled the EasyPay financing plan for the phone’s remaining cost. Depending on the policies of the customer’s card issuer, it may take additional time for them to post the refund to her account. If I can be of further assistance, please let me know. Thank you for contacting Consumer Cellular and allowing us the opportunity to respond.

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I am happy to provide the pictures of the denied return below. Returns must come back in like-new condition. In regards to the lock on the phones, Consumer Cellular does lock...

their phones for a period of 180 days from date of purchase. This is outlined in our end user agreement, which I will also include below. Due to the customer having been with us for many years, I have waived the $120.00 early unlock fee and I unlocked the phone on 10/11/2017. The customer will need to connect their iPhone to iTunes via a computer to complete the unlock process. 3.1 My Device. You are responsible for all phones and other devices containing a SIM assigned to your Device. Your Device must be compatible with, and not interfere with, our Services and must comply with all applicable laws, rules, and regulations. We may periodically program your Device remotely with system settings for roaming service, to direct your Device to use network services most appropriate for your typical usage, and other features that cannot be changed manually. If you bought a Device from Consumer Cellular, it may have been programmed with a SIM lock which will prevent it from operating with other compatible wireless telephone carriers’ services. If you wish to use this Device with the service of another wireless telephone carrier, you must enter an Unlock Code. Consumer Cellular will provide the Unlock Code upon request, provided that you meet certain criteria including, but not limited to the following: (a) you have paid for your Device in full; (b) the equipment has been active on Consumer Cellular’s service for at least six months and the account is in good standing (i.e. it has no past due amount or unpaid balance owed Consumer Cellular); (c) your Device has not been reported lost or stolen; and (d) Consumer Cellular has the Unlock Code or can reasonably obtain it from the manufacturer. Consumer Cellular may allow you to pay a fee in lieu of the above criteria. The fee will be set by Consumer Cellular in their sole discretion. For further details on eligibility requirements and for assistance on obtaining the Unlock Code for your handset, please call 1 (800) 686-4460. Devices purchased for use on Consumer Cellular’s system are designed for use exclusively on Consumer Cellular’s system and Equipment. You agree that you will not make any modifications to the Equipment or programming to enable the Equipment to operate on any other system. Consumer Cellular may, at its sole and absolute discretion, modify the programming to enable the operation of the Equipment on other systems. You are solely [redacted] www.ConsumerCellular.com [email protected]

Dear Revdex.com,We did not change the customer's plan, the rate plan has been the same since 2014. The customer requested a credit for his overage and we applied the appropriate credit- as if the plan had beencorrect for the customer’s usage. The usage is valid and the billing is correct after the applied credit.  We sent usage alerts at the dates and times I previously outlined. The first alert was triggered at 94% because prior to that usage reporting the customer was under 75% of his planusage. Usage is reported by the towers in batches, not minute by minute in real time. Nothing further will be credited. Sincerely,JESSICA H[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALIST[redacted]@ConsumerCellular.comwww.ConsumerCellular.com

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 opened on 4/20/16 over the phone with a customer service agent. It’s unclear what caused the order not to...

create, but we are investigating to prevent this from occurring in the future. Understandably, this was a frustrating experience for Ms. [redacted] and certainly not how the sales activation process normally goes. Ms. [redacted] contacted us on 4/26 when she hadn’t received the SIM card and an agent reordered the SIM to transfer her phone number from AT&T. Ms. [redacted] then spoke to Cassie, a Supervisor, and cancelled the account and SIM card order before it shipped. We can definitely reinstate the account and order a SIM card to ship USPS Priority Mail. That is the only shipping option we have available for the free SIM card. If Ms. [redacted] would like to get a SIM card at either Target or Sears, she could reinstate the service and activate the account the same day. Because there was no active line of service, there will be no billing if the account is not reinstated. If Ms. [redacted] would like to activate a SIM card purchased from a retail partner or reinstate the account and order a SIM, please contact us at [email protected] or 888-465-6690. The account is notated and her call will be transferred to our escalations team for assistance. Sincerely, JESSICA H[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989

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]

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Thecustomer took her iPhone to Best Buy and they replaced her phone. The phone she had is not locked toConsumer Cellular. It is locked to US [redacted] Puerto...

Rico and US Virgin Islands Activation Policy.Unfortunately there is nothing that we can do as we cannot unlock a phone that is locked from anotherprovider.Ms. [redacted] will need to work with Best buy or [redacted] to get this phone unlocked or get itreplaced.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

Revdex.com Complaint ID [redacted] (Customer # [redacted])Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Thisaccount was opened on 7/11/2017 and Ms. [redacted] ordered a Consumer Cellular 101 flip phone for$30 plus tax ($32.40). During the...

time service was active, 22 voice minutes and 21 complimentaryminutes (calls to Consumer Cellular) were used.Ms. [redacted] sent seven emails to customer service on August 3rd 2017 (at 08:33, 09:01 15:52, 15:58,16:02, 16:06, and 16:07 pacific time) requesting to cancel her account. She also called and spoke tocustomer service at 16:09 the same day. The account was cancelled as requested over the phone and aprepaid mailing label was sent to return her cellphone. Because the account was cancelled with lessthan 30 days and 300 units of usage, the invoice for service was waived and there will be no charges.In order to return equipment, the items must be in like-new condition without any signs of physicaldamage, significant wear and tear or water damage. Ms. [redacted]’s phone was received by our shippingdepartment on 8/14/17 with deep dents in the corners of the phone. It is standard practice for ourreturns processors to take pictures of any equipment we receive that is denied for any reason. Becauseof the damage to Ms. [redacted]’s phone, the equipment is not eligible for a refund and was returned toMs. [redacted] by US Mail. Ms. [redacted] called customer service on 8/16 and stated she received thephone back and was unhappy with the service she has received.On Wednesday 8/16/17, Ms. [redacted] sent the following email to customer service, which I replied topersonally on 8/17 at 08:02 (below):[redacted] Wednesday August 16, 2017 13:41your customer service [redacted] I returned your [redacted] phone and you sent it back now you say thephone was dented I never even used the phone and to top it all off now you say I have to pay for thephone I thought I already paid for it so you all can go to hell you want more money garnish my welfarecheck. Your a bunch of [redacted] By the way when I sent the phone back I packed it allthe original packing so if was dented it was because of your [redacted] packing. I am going to report you toevery single consumer agency I can find I don,t like being called a liar and that is just what you did whenyou said the phone was dented. My brother is a lawyer and I am going to have him look at this phonetomorrow you are a [redacted] company I am also going to contact [redacted] let them know I was on hold for20minutes and then you hung up on me.Ms. [redacted],I've reviewed the photographs taken of your phone when it was received in our shipping department.The damage to the phone is significant and there was no indication it occurred in shipping. As youcancelled within our guarantee period, you were not charged for service with Consumer Cellularhowever the phone is not eligible for return or refund. We are not seeking any payments from you andyour account balance is zero.Regards,Jessica H[redacted]Digital Communications ManagerCorporate Executive ResolutionCustomer Service 800.686.4460www.ConsumerCellular.comIn response to my reply on 8/17, Ms. [redacted] has sent eleven emails between Friday August 18th andTuesday August 22nd at 06:27 AM. As I had been out of the office, I replied Tuesday morning at 08:11AM with the pictures we took of Ms. [redacted]’s phone when it was returned. I’ve attached a copy of thephotos that were provided to Ms. [redacted]. This phone cannot be returned and nothing is due toConsumer Cellular for either equipment or service charges. Please let me know if I can be of furtherassistance.Sincerely,JESSICA H[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

Complaint: [redacted]
I am rejecting this response because:i will still have to call you, and then hang up and charge the phone, and then call you back. I have told you over and over that the phone has been charged. It’s STILL on the charger as a matter of fact. I feel like you guys think I’m lying when I call. Like you guys think I’m an old senile lady. Based on the second guy I spoke to, I can’t see how you have customers. Horrible customer service. I will pay the past due, but I’m not sure I want to keep phone service with you guys for my father. I just don’t need the headache of trying to get things resolved quickly. I have to sit on hold just to be told to hang up, charge the phone, and call back. 
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because: Consumer Cellular (CC) in their response, now claims that there is no issues with my credit. This is a reversal of what I was originally told and which scared me into buying my credit report and scores for an initial fee of $13 for which I expect to be reimbursed by CC.
This is the first time they have acknowledge that I did not have a credit problem. This must have come after they checked my credit (which I am aware they did) and discovered that they were in error. However, despite my sterling credit, CC now also say that I will be required to use their Autopay program until I pay the phone they see me buying!? Why is that?
You may recall that until now, instead of resolving my purported credit issues, they told me I could get a phone if it was in my wife's name. Now they are implying that it has been a problem all along has related to an account that my wife once had although neither of us has ever had service through CC.
Obviously, there are still errors in their records which they refuse to correct. And, after scaring the life out of me with false claims about my credit, they have dragged me through a series of communications with several unhelpful people who have been, at best, inconsistent and all the time pushing for a sale.
Sincerely,
[redacted]

Dear Revdex.com,
Thank you for contacting us regarding this complaint and allowing the opportunity to respond. In totalthe customer was billed $126.43 for service. An additional $20.00 in late fees had also accrued bringingthe total amount billed to the customer during the time she was with us, to $146.43.
Prior to this account being sent to collections, the customer made three payments to us. $30.00 on11/17/2015, $30.00 on 1/5/2016 and $65.00 on 3/4/2016; total of $125.00 however we had billed$146.43 in total. The account was not fully paid and has been sent to a collection agency. If thecustomer wishes to resolve this debt, she will need to contact Professional Credit Service at 1-800-972-1635
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: It seems like a deceptive practice because the website allows you to go in and track your usage and appears to be up to date. I know that now, for the future, but how was I supposed to know that before, that it wasn't actually up to date?Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: Those are nottttt valid charges and I owe them nothing--everything is up to date, includinggggggggggggggggggggggggggggg the disputes that I posted with my credit card company that Consumer Cellular did nottttttt list...They are the ultimate judge in determining validity of charges.  That is why I went to the Revdex.com!!!!!!!!!!!!!
Sincerely,
Cheryl [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. We have previously spoken to Mr. [redacted] in response to faxes sent to our office and our position has not changed. Below is the history...

of the orders and returns on this account as well as our returns and warranty processes
Consumer Cellular’s device return policy is 30 days from the date of purchase; this is extended to 45 days for members of AARP. As long as a phone is returned in like new condition, a refund will be processed to the method of payment for the equipment.
New Consumer Cellular phones come with a one year manufacturer’s warranty that starts the date of purchase. Outside of the applicable return period a phone is not returnable for a refund; however, if a phone is defective it will be replaced under warranty. Troubleshooting is required over the phone before a warranty will be processed. In many cases, troubleshooting resolves the problems a customer reports so a warranty is not necessary. If it doesn’t, then we proceed with sending a replacement.
When a warranty is requested the customer is sent a replacement phone with the expectation that the defective phone be returned to us in good condition within 14 days. If the original phone is not received, the customer is charged for the replacement phone. Once a defective warranty phone is returned to us, it undergoes testing and inspection. As long as the device shows no signs of physical damage or water damage, it will be accepted under warranty and there is no charge for the replacement phone. If the phone is damaged in any way, the customer is charged for the replacement phone they received.
Order and warranty history:
1. Order [redacted] purchased 8/6/2014 was submitted for a warranty (below) and was denied due to water damage on 3/25/15. We sent this phone back to the customer with a letter of why the warranty had been denied and he sent it back to us a second time. We contacted the customer and confirmed the phone is not covered under warranty due to water damage. He then requested we recycle the phone on 4/21/15 which we did. Nothing is owed for this phone and it was well outside of the return period and had water damage.
2. Order [redacted] was placed 3/14/2015 as the warranty replacement for the phone above (order [redacted]). Once the warranty was denied, a charge of $85.60 was applied to the customer’s account for the replacement phone that was sent (this order [redacted]). The phone order [redacted] was then returned to us, so a credit was applied to the account to reverse the charge. This showed on the invoice which had a due date of 5/25/2015. The previous balance had been $147.48. The customer made a payment of $61.88 and the credit of $85.60 took care of the remainder.
3. Order [redacted] purchased 9/5/14 was mailed to us and received 5/5/15. This phone was denied due to being well outside the return period. We sent this phone back to the customer with a notice of why it isn’t returnable. The phone was sent to us a second time and received 5/18/15 which we denied a second time and mailed back to the customer. Initially he stated he didn’t receive this phone back but per a subsequent letter from the customer, he acknowledged he did receive it.
At this time we don’t owe anything further to Mr. [redacted]. He doesn’t have any phones that are return eligible for refunds and the phones that were previously sent to us were processed properly. Mr. [redacted]’s account remains active with two lines of service. The service is being used on both lines and monthly invoices are being paid.
Sincerely,[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected] www.ConsumerCellular.com

Complaint: [redacted]
I am rejecting this response because:I have received a letter from you that was forwarded from ConsumerCellular (CC). I called Tina G[redacted] but the phone number listed was CC's regular customerservice number. The person I talked to did email Tina but she responded by telling someone else to call me. In her letter to you she made the point that there are tons of apps that I can be down-load and the assumption being that there should be some replacement app I coulduse. Is she can find me a replacement app for E-Trade, Options House or Kroger, shewill solve my problem and I will no longer have a complaint. Respectfully, [redacted] P.S. As a reminder, my complaint with Consumer Cellular is that the operating on       my 18 month old phone can not be upgraded and therefore I can not down-       load or upgrade the above mentioned apps. I paid $250 for my phone and      there solution is for me to buy a new phone but to prevent the same problem      from happening they suggest I buy a  certain brand/model and I might not      like that brand or model. The person I talked with admitted that on some cheaper      phones the operating system are not upgrade-able and therefore admitted that      they are to some degree at fault for the problem I am having. (I don't consider      $250 to be cheap.)

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]