Consumer Cellular

Dear Revdex.com, The last payment received on this account was $28.94 for the service that was active from 12/7/2015 through 1/6/2106. The invoices that remained due on the account were for the following service dates: 1/7/2016 through 2/6/2016, 2/7/2016 through 3/6/2016 and 2/25/16 through 3/23/16, the date we received Ms. [redacted] phone call. The last usage on the account was within the billing cycle that Ms. [redacted] has paid, so we have waived the remaining invoices. Nothing further will be due for this account. We will definitely review the call with the Supervisor that Ms. [redacted] spoke with. According to the account notes she was offered our mailing address and email address- this is the proper information for a request to escalate to the corporate office. All of our contact numbers lead to the same phone queues and the corporate office does not have a direct phone number. Thank you for contacting us and allowing the opportunity to address these issues.

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: 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 Mr. [redacted] and the Revdex.com,The text plan has been removed and your voice plan has been increased to 750 minutes to cover the current usage. If you want to lower your minute plan after this bill cycle ends, please do so on or after June 22nd. Please contact customer service at [redacted] to make future changes to your rate plan or account. Once this current billing cycle ends and the invoice has generated, we will mail a paper copy of the calls to the billing address on the account. The customer will then be able to review each call's date, time and length.Best regards,[redacted]Consumer Cellular

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: 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:
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]

Complaint: [redacted]I am rejecting this response because:
I have turned this over to the [redacted] as well as the [redacted] company. I will let them handle it from now on. 
Sincerely,[redacted]

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Weoffered to send the customer the mailing label to the customer’s physical address to ensure that sendingthe phone to us would be free. The customer refused to allow us to send it and chose to pay for thereturn shipping. We will not refund for the shipping as she chose to pay for it rather than accept a labelbeing mailed to her.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. 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: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]

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I showthat we have received two checks; $5.76 with check number [redacted] and $33.19 with the check number[redacted]. I do not show that we have received check [redacted].For me to...

be able to research the missing payment I need the following information:? Check Number? Check Amount? Date the check was mailed (An estimate is acceptable.)? Date the check was CASHED. (Not just when the check was mailed, but when the bank statesthe check was cashed)? Researching missing payments can take up to 5 business days.Once I have this information I can research the payment. I have set a payment arrangement on theaccount to prevent further collection efforts for now.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. Consumer Cellular bills in arrears for monthly service and usage, so there is always a final balance for service through the...

cancellation date. [redacted] refund for overpayment was reduced by the amount due for the final invoice for service provided from 6/27/17 through 7/7/17, the date service was cancelled. Here is a breakdown of the balance history on the account:[redacted]Revdex.com redacted attachment[redacted]A refund check for $2.25 was mailed to [redacted] on 8/4/17. The account is closed and the balance is now zero. If there are any additional questions or if we can be of further assistance, please let me know.Sincerely,JESSICA H[redacted]CORPORATE EXECUTIVE RESOLUTION T 800.686.4460 F 503.675.8989 [email protected]

July 17, 2015 Revdex.com [redacted] Dear Revdex.com, We have reached out to Ms. [redacted]. The customer’s home address is in a small pocket of lower coverage and they also have metal roofing which decreases the ability to gain signal. The customer has been advised to test the phone away from...

home to see if the issue persists. If the signal is poor in other locations, the customer was advised to call us back so that we can submit a technical ticket. If, however, the signal is ok away from home, then we know that the signal issue is due to lack of coverage. 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

Date:5/11/15Revdex.com Complaint: [redacted]Customer: [redacted]Dear Revdex.com: We have reached outto the customer directly and we are providing her with a replacement phonewhich should arrive to her in 3-5 business days.   Thank you for allowing us to address these concerns. Consumer...

Cellular

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We havebeen trying to reach Mr. [redacted] in regards to his cell phone but have been unable to contact him.If Mr. [redacted] would like us to process a warranty replacement for the phone we can do that as...

long as it’sin like-new condition (no scratches, scuffs, cracks, liquid exposure or other signs of physical damage).Mr. [redacted] may call us at 1-800-686-4460 to have this done and he should reference the dispute listed inhis account notes

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We havespoken with Mr. [redacted] a few times in regards to his claims that this is a fraudulent account. He hasbeen advised that he needs to file a police report...

and send us a copy of the police report. He has refusedto do so. Until we have a police report there is no further assistance that we can offer.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. On 10/11/2016 we had a conversation via email with Ms. [redacted] in regards to her number transfer. The other provider had not submitted the correct information to us for us to release the number. The...

following day Ms. [redacted] called us and had us cancel the account. Ms. [redacted] number was never transferred to the other provider. If the number had been transferred the line of service would have cancelled on our side.Ms. [redacted] is responsible to pay for service up through the date of cancellation. The invoice that she was billed for was for the service dates of 9/22/2016 – 10/12/2016 and was a valid invoice. On 11/3/2016 we spoke to Ms. [redacted] in regards to this invoice and she was told at that time that the invoice was valid.
In r4egards to emails that were sent, here is a copy of the email sent to Ms. [redacted] stating that there would be a final prorated invoice.
Hello Ms. [redacted], Thank you for contacting Consumer Cellular, I’m happy to assist you today. We are sorry to hear you are canceling your service. After review of your account, I see you recently spoke with a representative and the account has since been cancelled as of 10/12/16. Your confirmation number is [redacted]. If there is anything we can do to address your needs so that you can continue service, we would appreciate the opportunity to do so. Cellular numbers are available to be reinstated for up to 30 days. After that time, a new cellular number would need to be issued in order to resume service. Since we bill in arrears for monthly service and usage, you will receive at least one more invoice for charges through the cancellation date of 10/12/16. When you receive the final invoice, you can confirm the dates of the charges by reviewing the summary section that begins on page two. Your cellular phone is outside of the return period, so it is yours to keep or recycle. We hope to hear from you soon to get your service back up and running. Regardless, thank you for being a Consumer Cellular customer. If we can assist you in the future, you can always reach us by email at [email protected] or by calling 800-686-4460.
Best regards, Janly S.
Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected] www.ConsumerCellular.com
 
 
[redacted]attachment redacted by Revdex.com[redacted]

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]