Consumer Cellular

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondAt this time Mr [redacted] account is cancelledWe can process his phone for a warranty replacement but his phone is over a year old and is outside of the warranty so we must have a decision on this by 4/7/If he decides by that date that he would like us to replace the phone under warranty, I will extend it for himThe original phone must be in like-new condition; no scratches, drops, damage, or liquid exposure

Dear Revdex.com, I’m not sure what else to say hereThe customer continues to reject our responses despite the fact that we aren’t disputing anything that he is saying and we are very actively working to get this resolvedPlease note the followingWe know the customer has received phones and has been charged for twoWe know that he does not have a working phoneWe know that he sent a phone back to us which was denied a second timeWe are sending another prepaid return envelope because the phone was sent back a second time which was a mistake and we realize thatWe are in constant communication with him in regards to the status of these returnsOne of our agents has contacted him numerous times and will continue to do so until this is resolvedOnce we have the first two phones back we will properly credit his accountA SIM card has been ordered for the most recent phone so that we can get it workingThe SIM card is out for delivery today and our agent has already scheduled a callback with the customer to verify that it was received and to make sure everything is working againWe know that the customer has not had working serviceOnce the service is working, then we will apply credits for all the service lossThank you for contacting us regarding this complaint and allowing the opportunity to respond

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 itFurthermore, about the date of usage...yeah, we could make calls, but we could not receive callsSo it really was not working until April 6thI will accept their settlement...but they need to stop making excuses for their company and acting like they are doing me some kind of favorAn apology would have been nice

Revdex.com: I made a complaint a couple days agoThe complaint # [redacted] Anyway Consumer Cellular sent me a new phone so the issue has been resolvedYou will no longer need to proceed with the complaint Sincerely, [redacted]

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondI amsorry to hear of Ms [redacted] passing.For us to be able to unlock the iPhone, the account cannot have a balance owedThere is currently abalance owed of $74.68, which includes a late feeAs a courtesy I have waived the late fee and reducedthe invoicing, leaving a balance of $Once that is paid, I would be happy to unlock the phone.Sincerely,TINA G [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondService is billed through the date of cancellation, which is 2/28/When we spoke with Mr [redacted] on 2/20/he stated that he didn’t get service in his home but did get service outside his homePrior to that he also stated the nearest tower was miles away from his homeMr [redacted] appears to have known that service was not good at his house yet he kept the serviceThe amount that is owed is for the dates of service 1/26/– 2/28/That amount was originally $however we applied courtesy credits to that amount which lowered the invoice to $This amount is valid and needs to be paid by 74/23/or will be at risk for further collection effortsThere was usage on the line through 2/28/

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] This company is fraudulent! The day I signed up with Consumers online, I asked all the questions most people would ask, such as, are we in your coverage area, will our cell phones work on your network, all questions were answered yes by their online representativeWhat Consumers should have done is make sure we were in their coverage area and that our phones were compatible with their network, before contacting [redacted] 's and porting our phone numbers and terminating our year relationship with themBecause Consumer's have uneducated employees, shouldn't mean they can scam people to joining their company and once they join and lose their old cell phone plans with another company, come back and say, oh lol, sorry but you're not in out network coverage area, oh and lol, sorry, but your phones won't work with us eitherThat's just a terrible way of doing business, and fraudulent in everywayWe feel we should be reimbursed for our loses due to their inadequate business practicesThe amounts, I disclosed in my original complaintConsumers shouldn't be allowed to scam people, they forced us to lose our cell plans from [redacted] 's that they don't even offer anymore at a cost of $per monthWe are retired and on a set monthly income, and the only reason for leaving [redacted] 's for Consumers was because we would have saved $a monthWe feel we should be compensated, and Consumers forced to better educate their employees before luring people into their companySincerely, [redacted]

Please see attached .January 9, Revdex.com Complaint ID [redacted] [redacted] (Customer # [redacted] ) Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondWe called and spoke to Ms [redacted] today after receiving this complaintShe was unable to complete troubleshooting at the time of our call, however she explained that in order to open an app on her phone she has to press the icon more than onceThis can be caused by a number of issues, however if the phone is working normally otherwise this should be something we can assist withMs [redacted] said she will give us a call when she has another phone available so that we can assist her furtherWe will keep an eye her account and call back if neededSincerely, JESSICA H [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST [redacted]

Revdex.com Complaint ID [redacted] (Customer # [redacted] )Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondThecharges incurred for adding a line of service with a tablet were: a prorated additional line charge of$5.48, $for a data plan, a prorated charge of $for the SquareTrade protection plan on the tablet,additional taxes on these charges and finally $(one time) for the tablet itselfWhen 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 mindIfshe wants to return the tablet, it needs to be received by us before 12/20/in like new condition.Upon receipt and inspection, the $will be refundedA 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 usedThe plan the customer was onwas $per month, however I have reduced those charges to $(plus tax) which is the smallest dataplan we offerAs a one-time courtesy, I have also waived the $additional line feeThis reduced themonthly bill from $to $The SquareTrade protection plan charge is not refundableThebalance for this invoice is due 12/6/16.We apologize if there was any misunderstanding or miscommunication regarding the return period foradding the tabletConsumer Cellular’s Risk Free Guarantee states “if, within the first days, 300minutes, texts or 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 days of service, notto adding services for existing accountsExisting accounts receive a day risk free return period for anyequipment purchased, however the charges are the account holder’s responsibilityIf I can be of furtherassistance, please let me know.Sincerely,JESSICA H [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F [email protected]

Complaint: [redacted] I am rejecting this response because: First of all, because they previously told me they would pay for THREE SIM cards, because they acknowledged that without question they had disabled three of them by associating them with the wrong phoneThey said they have made note of that in the records and they would refund the cost of all three Now, they are back peddling and telling me they will pay for only two But in addition, they are the ones who told me I had to take my phone for repair when in fact the only problem was that they had disabled the SIM They insisted that had done all they could, but in fact they kept assigning the SIM to the wrong phone THAT is why the phone didn't work Consumer Cellular only acknowledged that error when I found out that the other phone was out of service and they finally checked their records So, after repeated attempts to find a problem with receptionnow there IS a real problem - probably with a connector that has been taken off and put back on multiple times But it was Consumer Cellular caused the problem, it was Consumer Cellular that told us the phone needed to be repaired, and it was Consumer Cellular who continued to confound the repair shops by telling us the phone was in service when in fact they were they were looking at the wrong phone because they has messed up their records! Consumer Cellular says it was "my choice" to attempt to repair the phone But Consumer Cellular gave me no other options and did not provide any assistance to work with a repair shop Instead, they repeatedly told us they showed the phone "in service" and my phone must be at fault Suppose this was a car which would not start while I was travelling away from home We suspected the car's security and remote monitoring system was disabling the ignition But after contacting the dealer several time, they said I must have done something to the car and told me to take it to a repair shop Several repair shops each said they thought it was a problem with the car's security code, but the dealer insisted that they were successfully monitoring the car and the code was fine So the shops tried everything they could think of to get the car started Finally, the dealer discovered that they had mistakenly changed the code to the car's security system, and were actually monitoring a difference car But now it would not start because the repair shops had attempted to fix something that did not need fixing and created a real problem Could the dealer claim that it was my responsibility because I chose to take it to a repair shop as they told me to do? And that I should pay for all the parts and repairs that were not necessary because it was my choice to attempt to get the car fixed when all it needed was the proper security code? Would any court in the USA allow them to deny responsibility? I think not The technology is a bit newer and less familiar to some, but the analogy is quite accurate The SIM card contains a code which the carrier (in this case Consumer Cellular) activates for a particular phoneIf they mess that up, the phone will not workRepeatedly denying that they messed it up was the cause of subsequent damage They admit their errorThey deny responsibility for the result That is not ethical, moral, or legal Sincerely, [redacted] ***'

Complaint: [redacted] I am rejecting this response because: I ordered the phones on June and didn't receive them until July 2, I did call about my hotspot to be turned on but they didn't help me with the problems I was having with having it work I figured that out myself When you had me go somewhere to troubleshot the phone had nothing to do with the hotspot I hardly ever used the hot spot but it rack up the gigabyts and so didn't the data without the hotspotand I never went over the 4G I had.They even one fee on one bill for $and then on another bill $each Also on one bill charged $charge instead of $ [redacted] discount The phone got hot before I called on 09/06/and it did not have anything to do with hotspot cause I was not using it I told them I needed a new phone and they would not replace it and I also had insurance on the phoneI went to a new company on 09/13/because I needed a cell phone that worked correctly and a more relieable companyIt took over seven hours for Consumer Cellular to turn over my phone number Now you want me to do more troubleshooting for the phone there no way I would hookup with you people again You should have taken care of me right the first time and believed me when I said my phone was not working correctlySincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Somehow on 10/a lady named Sara/supervisor was able to call approx1000, I was in another building in Phoenix, same zipcode we spoke about the possibility of my phone not being younger than the original phone having the problem I have switched the sim card to an the [redacted] basic phone, bought last year about two months before switching to consumer cellular, that is just for voice, which is all I use on my plan same results no service, switched to a smart phone which is probably 2-years old, same results no service I asked her to call me back later in the day, she got my voicemail and left me a message (no service) and a number to call me backOn 10/about 0745, called the number she left, after providing my information to the rep, asked to be either xferred to Sara or her voicemail, the rep would not do either, so I stated I would do it through this method, and/or maybe she will trying calling my cell again or possibly my home phone [redacted] to leave me a message and possibly a better way to get back to her or leave notes in my account for the rep to actually xfer my call all the phones used are all 3G compatableSincerely, [redacted] ***

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondIt appears that we communicated with Ms [redacted] through Facebook on 9/22/and she was provided a credit for the international text message at that timeIf international calling and messaging is not something that Ms [redacted] will be using, I recommend that she have us remove the feature off her line of serviceShe may do so by calling us at 1-800-686-Sincerely, TINA G [redacted]

Please see our attached responseThank you Revdex.com Complaint ID [redacted] [redacted] (Customer # [redacted] ) Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondI have verified that Ms [redacted] ’s phone number was completely ported out to [redacted] on 9/14/Unfortunately, due to an error the account was not cancelled at that timeWe sincerely apologize for the issue that resulted in the additional billingThe account has now been cancelled and the invoices paid for services after 9/14/have been refunded to the credit cardThe following refunds were applied and the associated invoices have been waived: $invoice paid 12/25/$invoice paid 11/25/$invoice paid 10/25/– this refund was prorated as the service was active from 9/4/through 9/14/through this billing cycleThe total refund of $has been processed, but the refund can take to hours to post to the card, depending on the bank’s policiesWe would like to thank Ms [redacted] for bringing this issue to our attention and allowing us to resolve itWe apologize that she was unable to resolve this over the phoneIf we can be of further assistance, please let us knowSincerely, JESSICA H [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIS

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] This company is not telling the truthI could NOT cancel by phoneSimply due to the fact I could not get through to the business.Through their phoneI called the customer service number of 1-888-345-So with this conclusion they claim I called on 7/11/which is a bold faced LIE! The only day I called this number was on 7/10/at 4;pmThis 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 tellingTheir own phone shows that I called once on CC phone,on the previous CC which I haveWas going to print out my usage but unable to because they delete the billsSo I could not print them offThis company uses deceptive trickery and outright lies to lure customers into thinking they get a great deal.The fact that they were caught in lies Goes to show the left hand does not know what the right is doing.The fact that they were caught in 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

Thank you for contacting us regarding this complaint and allowing the opportunity to respondI’m sorry to hear that our service is not working well for Mr [redacted] I have checked the coverage map and his home is in a moderate coverage are, which means that there may be service issues especially within buildings

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing us the opportunity to respondLetters that come into the company are given to me and I in turn respond, or one of my employees doesI don’t’ see that we received a letter from Mr [redacted] addressed to JohnI did receive another complaint from the customer through the FCC which I responded to on 7/15/Since we don’t have the letter that the customer is referring to, he will need to advise me of what was needed so that I can properly respondI listened to the call with ThomasWhile I agree that he could have handled this call much better, and I will be addressing that with his supervisor, he gave correct information which was that we did not have the customer’s phone, the one that he wanted unlocked, listed in our system and therefore we did not have the ability to do anything from our side

Revdex.com Complaint ID [redacted] (Customer # [redacted] )Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondWerecently responded to this customer’s concerns from a letter we receivedHere is the response that wassentConsumer Cellular’s position has not changed and this phone is not eligible for a refund.Dear [redacted] ,Consumer Cellular has recently received your letter at our officeThank you for allowing us theopportunity to respondPlease be advised that Consumer Cellular has already completed all thenecessary steps to address your concernsOn 12/24/17, we received the first call regarding a hearingissue with the phoneDuring this conversation, it was discovered the mute option was enabledDuringthe call on 6/22/17, we advised all troubleshooting must be completed before a warranty replacementcan be processed and that the phone was no longer eligible for a refundDuring you call on 6/30/17, afollow up email was provided for assistance with the process of completing a Master ResetOn 7/10/17,when advised the device had physical damage, we informed that a claim must be filed with [redacted] , as we cannot accept devices under warranty if they are not in like new conditionI see youcalled in again on 7/21/requesting a refund for the purchase of the phone, stating you are havingissues with the phoneYour device was replaced by your [redacted] Protection plan on 7/11/Yourwarranty remains valid on the device through 8/22/Once the warranty has expires, any furtherissues will have to be referred to [redacted] However, before a warranty replacement can beprocessed, we must speak with you from a different device and complete all necessary troubleshooting.If the issue is unresolved after all the troubleshooting has been completed, we can review for a possiblewarranty replaceAs an AARP member, the Consumer Cellular Risk Free Guarantee is days from thedate the equipment is shippedAs a result of being outside of the Risk Guarantee, we will not issue anyrefunds for the purchase of the phoneNo further communication is necessary regarding a refundrequest for the purchase of the Samsung Galaxy Jour position has not changedFor further assistancewith troubleshooting the device and possible warranty replacement, please contact us at the numberbelow.Sincerely,JESSICA H [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F [email protected]

Complaint: [redacted] I am rejecting this response because: I was told by the "supervisor" in [redacted] that there was no corporate headquarters for me to contact They can check the recordings of their conversations, unless those also were conveniently lost Here is the information they needed: My Mom's account is in her name: [redacted] [redacted] If the party who received the official death certificate and written notice of cancellation failed to note it or act upon it, that is neither my Mom's fault nor mine Thank you for your attention to this matter 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 respondDue todemand, phone numbers are regularly recycled by all service providersThis means that when acustomer is issued a new number, it has belonged to at least one other person in the pastBefore anumber is released to us to be reassigned, it is held for at least daysThis is standard practice acrossthe cellular industry.If a Caller ID displays an incorrect name when our customer calls out on their cell phone, we can submitan update to the Caller ID directory to display "wireless caller" with their phone numberUnfortunately,there are limitations to this as it’s up to all of the other carriers to then sync their databases with thenational directory in order to receive new informationNot all carriers regularly update their records, sowe can’t guarantee that the correction will work across the boardAfter submission, it can take up to 30days for the update to be completed by other carriersLand line companies, including cable and VOIPcompanies may take longer and some rarely update Caller ID informationThe other option is for us toissue the customer a different phone number, which may be preferable in some cases.We submitted the requested Caller ID correction on 1/21/The customer elected to cancel theservice 2/5/I understand this wasn’t a quick resolution for the customer, however, we processedthe correction to the extent we are able prior to the account being cancelledIf the customer would liketo reinstate service we would be happy to explain the rest of the process and monitor this further to tryto get their caller ID updated across the boardIf we can be of further assistance please let us know.Sincerely,JESSICA H [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALISTT [redacted] F [redacted] www.ConsumerCellular.com