Consumer Cellular

Dear Revdex.com,
Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Thisaccount was opened over the phone on 10/14/2014. The account was opened in [redacted]’s name withthe same billing address listed on this Revdex.com complaint. A credit card was put on file for...

automaticmonthly payments. We sent a bill each month to the home address with a memo that shows “Do NotPay - Your credit card will be billed on your due date” on the remittance portion of the bill.
We did not receive any contact regarding this account until May 19, 2015 when [redacted]called in stating the credit card on file was hers and she would tell [redacted] to call in and change it. Again, wewere sending billing statements to the home monthly as well as additional notifications if the card onfile declined or the account became past due. Every payment on the account was collected viaautomatic payments that the account holder set up when opening the account.
The service was last used on this account on 4/20/2015. The last payment received on the account was$27.29 on 10/18/2015. This is for the service provided from 8/27/2015 through 9/26/2015. Theremaining balance on the account is $95.51 for service provided from 9/27/2015 through 12/16/2015,the date the service was suspended for non-payment. Because there was no usage during this period,we will, as a courtesy, waive the billing and late fees on the account. Nothing further will be due,however the payments made are valid and will not be refunded.
Consumer Cellular bills in arrears for monthly service and usage. As long as payments are being madeservice will continue. If a customer wishes to end service, it is their responsibility to notify us. Ourcollections department finally called and spoke to [redacted] on 12/16/15 when the service wasinterrupted and she indicated she wanted to cancel service. Though the billing is valid through thecancellation date, we have waived the unpaid bills in good faith to try to resolve this complaint.
If we can be of further assistance please let us know.
Sincerely,JESSICA H[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 received a call from Ms. [redacted] today and she and her bank representative provided the necessary information for us to locate the payment. The payment was misapplied because the account number written on the check looked like a different account number, so the payment was not linked to Ms. Gilliam’s account. We’re sorry for the inconvenience this caused and are glad that this has been resolved.Since Ms. [redacted] made a credit card payment on 10/27 to cover the past due balance, there is now a credit balance of $57.86 on her account. This credit will be applied towards the next invoice which would be due in December. If Ms. [redacted] prefers, I can refund the credit card payment she made on 10/27; please send us an email at [email protected] if she would prefer to have this refunded. Please let us know if we can be of further assistance.Sincerely,JESSICA H[redacted]

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Our enduser guide, which is sent with every new account, does state that phones are locked to ConsumerCellular and will be unlocked at our sole discretion. The policy is that the phone must be with...

service for180 days prior to unlocking.Since [redacted] was close to 180 days when the account was cancelled, I will go ahead and providethe unlock code: Carrier Unlock Code: [redacted]Please note that this does not guarantee service or compatibility with any other 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. Mr. [redacted] cancelled his account on 5/16/2016. It appears that the phone was not fully disconnected in our system and some data came in after that date. I have waived the final...

invoice of $4.23 which is where this data occurred. The other invoice that he requested credit on is for the dates of 4/17/2016 – 5/17/2016. There was usage and the invoice is valid. No credits will be applied. Sincerely, TINA G[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected] www.ConsumerCellular.co...⇄

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]

Thank you for contacting us regarding this complaint and allowing the opportunity to respond. This account was opened 11/10/16 and closed upon request on 4/19/17. Consumer Cellular bills in arrears for monthly service and usage, so there is always a final bill when service is cancelled....

The customer’s phone number was not ported to another provider and remained active with Consumer Cellular until the date service was cancelled. There was incoming and outgoing usage through 3/22 and incoming MMS usage through 4/8/17. Mr. [redacted] called customer service on 4/26/17 and indicated that on 3/23/17 they began using the phone on a new service with a new phone number, not that his phone number was ported from Consumer Cellular. If the phone number had been ported out, the account would have been cancelled automatically. If a customer wants to end service without porting the number out, we needed to be contacted as we have no way to know they wish to cancel service. The final billing on this account totaled $40.55 and covered two invoice periods. The first invoice was $30.02 for the service dates of 3/10/17 through 4/9/17 when 1,153 minutes, 647 text messages and 28 MB of data were used. In the final prorated billing period, the service dates were 4/10/17 through 4/19/17 and the balance was $10.53. This was a valid bill for service through the cancellation date, however, there was no usage. A payment of $40.55 was made 4/26/17, however, I have gone ahead and applied a credit of $10.53 and processed a $10.53 refund back to the credit card. Depending on the policies of the customer’s bank, it may take 7 to 10 days for the funds to be returned to their card. Please let me know if we can assist further.

Complaint: [redacted]
I am rejecting this response because:  I have no idea what it is.  I tried to open the file and was unable to read it.  If Consumer Cellular  is offering me and I-7 phone, I reject that.  I tried one before I bought the Galaxy J3 and found it unsatisfactory.  I want a refund of the money I paid for the Galaxy J3.  Cons. Cell made the I-7 offer in response to the same complaint filed with a different agency (I have filed it everywhere I could find to do so); I think OR Dept.of Justice but am not sure.  I rejected it there also.
[redacted]

May 15, 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. We replied to Mr. [redacted] original complaint on 4/1/16 and advised that a payment of $38.71 would be accepted for the...

final balance. Mr. [redacted] contacted us by email on 4/16/16 and indicated he would pay the $38.71 and an agent replied that we could waive the late fee once the payment was made. We received no further contact and the balance was not paid until a month later on 5/12/16, so an additional late fee accrued. Late fees are not waived prior to payment for services being received. Once the payment of $48.71 was received on 5/12, the final late fee was waived. At this time, the account balance is zero and paid in full. Sincerely, JESSICA H[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected] 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. I apologize that Ms. [redacted] has had such a frustrating experience. I can replace the phone under warranty and send another phone. Ms. [redacted] will need to return the old phone to us....

Our shipping inspection team will inspect the old phone to verify whether or not the charging port was damage through misuse or defect. If it is found to be damaged or the phone has other types of damage (cracks, scratches, liquid exposure) the return will be denied and Ms. [redacted] will be required to pay for the replacement phone. I will have someone reach out to the customer to go over all of this prior to us sending the replacement. Sincerely, TINA G[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected] www.ConsumerCellular.co...⇄

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We have a risk free guarantee period so that the customer can try out the service to see if it works for them, and if not, return the phone(s) for a refund. Our unlock...

policy is stated both in our end user agreement as well as online on our web site. I will include both of these below. We do, on some occasions, allow customers to pay a fee to have them unlocked prior to the 180 days. For an iPhone that is $120.00. I have looked over Mr. [redacted]’s account and as long as the iPhone is in like-new condition (no drops, cracks, scratches, physical damage of any type, no liquid exposure) we can extend the return period for him however I can only do this for a few more days and that window will close. I will send this response directly to him in an email as well to help ensure that he responds to me in a timely fashion. My email address is in my signature below. Online Information: Can Consumer Cellular unlock my device? Phones & Services > Using Your Phone Phones sold by Consumer Cellular are designed to work specifically on our service. To allow us to make them more affordable for our customers, Consumer Cellular sells them at a price that is actually below cost. To help offset this loss, phones can only be used with Consumer Cellular service for the first six months they are in use. After that, customers may request that the phone be unlocked so long as the device has been paid in full, and the account in question is not past due. End User Agreement Information: 3. WHAT TERMS RELATE TO MY DEVICE AND CONTENT? 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 responsible for complying with U.S. Export Control laws and regulations and the import laws and regulations of foreign countries when traveling internationally with your Equipment. Sincerely, TINA G[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected] www.ConsumerCellular.co...⇄

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]

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:Miss G[redacted] states . ..."The way that we invoice usage has not caused Ms. [redacted] any additional charges to her invoices. Our policy on usage billing is stated in our end user agreement and by using our service she has agreed to the terms and conditions within it. " 1st Off the ONLY REASON the way they invoice DID NOT CAUSE ME ANY ADDITIONAL CHARGES (as she says) Is because I made sure I DID NOT use the device ZTE as much along w/making sure NOT TO GO OVER MY CHOOSEN BILLING PLAN IN THAT PERIOD. It sure had NOTHING to do with anything C Cell did for me.2nd I like how she does not even acknowledge how the last response from them was ALL INCORRECT INFORMATION that they reported to you ([redacted])3rd No kidding it is in their user agreement that I signed off on.  DID I NOT EXPLAIN ALL THAT clearly enough at the beginning of this complaint??  Or maybe she just didn't read it. Actually what it looks like to me is they have ONCE AGAIN CHOSEN TO IGNORE THE WHOLE ENTIRE ISSUE OF THE COMPLAINT just like they did when I first contacted them when this ALL started.4th So it looks like they are not going to be taking the CORRECT STEPS to let the public know ahead of time before they sign up with them (CONSUMER CELLULAR) how they do their billing. When they pull upn their Terms & Conditions for the potential customer to sign off on before its OFFICIAL maybe they should put first in big BOLD LETTERS directing people to this little clause in their Terms & Conditions., MY REQUESTED RESOLUTION FOR THIS COMPLAINT WAS FOR THEM TO MAKE THE PUBLIC AWARE OF THEIR CARRY OVER BILLING CLAUSE (which is in their favor), NOT TO HASH OUT MY BILLING ONCE AGAIN of which all I did was prove them wrong. And I knew there was know overage charges caused to me as I stated above I made sure not to use/go over it. If I had do you really think C CELL would have compensated me for it...I think not as ALL THEY have done up to this point is DENY what I said - then when I proved what I said was correct - then go back around in a circle to our orginal argument.  Thank you again for your time.Sincerely, Sincerely,[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.Equipment cannot be returned for a refund or exchange if there is any physical damage- the device hasto be like new. The photos we took in our office are of the same device that was returned to Mr.[redacted]. If Mr. [redacted] believes that the phone does not have any physical damage or scratches and hewould like to return it again, I will personally inspect the device. If there are scratches, we will return thephone back to the customer. In order to do this, please contact us [email protected] and we will send another prepaid return label.Sincerely,JESSICA H[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 did not receive a letter requesting cancellation. The shipping department does not handle account cancellations; they only handle equipment. After looking at the invoices...

there was some minimal usage however due to the circumstances we have waived the bill at the collection agency. It can take up to 15 days for those charges to clear.

Revdex.com Complaint ID [redacted] (Customer # [redacted])Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Thecharges incurred for adding a line of service with a tablet were: a prorated additional line charge of$5.48, $10 for a data plan,...

a prorated charge of $2.19 for the SquareTrade protection plan on the tablet,additional taxes on these charges and finally $221.00 (one time) for the tablet itself. When cancellingthe line of service Ms. [redacted] indicated she did not want to return the device, however, I set up areturn for her today while the device is still within its return period in case she has changed her mind. Ifshe wants to return the tablet, it needs to be received by us before 12/20/2016 in like new condition.Upon receipt and inspection, the $221 will be refunded. A prepaid mailing label has been emailed to thecustomer; if she prefers to keep the tablet, she may do so with no further effect on her account.During the time the tablet had active service, 25MB of data were used. The plan the customer was onwas $10 per month, however I have reduced those charges to $2.50 (plus tax) which is the smallest dataplan we offer. As a one-time courtesy, I have also waived the $5.48 additional line fee. This reduced themonthly bill from $46.85 to $33.08. The SquareTrade protection plan charge is not refundable. Thebalance for this invoice is due 12/6/16.We apologize if there was any misunderstanding or miscommunication regarding the return period foradding the tablet. Consumer Cellular’s Risk Free Guarantee states “if, within the first 30 days, 300minutes, 300 texts or 300 MB of data use— whichever comes first, you are not completely satisfied withour service, simply cancel and we'll refund your money.” This applies to the first 30 days of service, notto adding services for existing accounts. Existing accounts receive a 30 day risk free return period for anyequipment purchased, however the charges are the account holder’s responsibility. If I can be of furtherassistance, please let me know.Sincerely,JESSICA H[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. Yes, there were 3 payments in total that were taken. Two were taken on 6/13/2016, although one wasn’t applied to the account until later due to a system error, and another on 6/27/2016. Out of...

those 3 payments, we received a notice on two of them that the bank was not authorizing the funds and therefore we did not receive any funds. In essence this means that the customer only made one payment. When a payment is made and then the funds are disputed, late fees of $25.00 per payment are also assessed. Due to the issue with the account, where the payment was taken but not applied, we did clear the late fee that accrued. The current balance on the account is $23.16 which is for the service dates of 6/15/2016 - 6/28/2016 and is due on 7/22/2016.

Complaint: [redacted]I am rejecting this response because:
[redacted]Please see attached response[redacted]
Please be advised that the complaint has not been resolved. I have not received any responsefrom Consumer Cellular. Please continue to try to resolve the problem.
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 a customer cancels within 45 days and 450 unites of usage we will waiveinvoices and accept phones purchased from us, in...

like-new condition, for a refund. We did accept Mr.[redacted]’s phones back and he was refunded for those. His usage however, was 1,833MB of data and 169voice minutes. Therefore, the invoice is valid.When Mr. [redacted]’s phones were sent to him, we sent a welcome guide. In the welcome guide, it stateswhat our Risk Free Guarantee policy is.The invoice was prorated based on the number of days that Mr. [redacted] had service with us. This can beseen on page 2 of the invoice and I have verified that he is being billed the best possible rate based onlength of service and usage.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]