Consumer Cellular

Revdex.com [redacted] Dear Revdex.com, I do see that the customer has contacted us a few times in regards to the issues she is experiencing with service. It appears that the phone she is using on our service is a 2G phone which is a technology that is being phased out by all GSM carriers. For...

the customer to continue using the service it is recommended that she purchase a new phone with 3G, 4G or LTE. Unfortunately there isn’t anything that we can do to improve 2G coverage and it will become non- existent once it’s fully phased out. Also, if a phone works in all but a specific area, that is usually proof that there is a service issue in that area, and not with the customer’s line. This also further shows that the root cause of this issue is most likely caused by the phone being only a 2G model. I will have one of our technicians reach out to the customer to discuss options. Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Sincerely, TINA G[redacted]

Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We’re sincerely sorry for Ms. [redacted]’ loss and understand that this is a difficult time. When Ms. [redacted] initially called in and notified us that her husband had passed, she agreed to change the...

account into her name and accepted financial responsibility. Later in the call, she made a payment and cancelled the account. Since there was no usage during this period, I’ve gone ahead and waived the invoice. Nothing further will be due. Please let us know if we can be of further assistance.

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] has a credit card on file with us (ending [redacted]) to automatically pay her monthly invoices. On 7/22/15 we attempted to...

charge the credit card $35.89 and the card declined. We attempted the charge again on the 23rd and received the same declination. We contacted Ms. [redacted] to let her know the credit card declined. She called on 7/24 to let us know that she is waiting for a replacement card and made a payment by electronic check with one of our customer service agents. When collecting an electronic check payment, a customer reads both the routing number and account number twice. This prevents data entry errors and facilitates accurate processing of the payment information provided. An electronic check is not processed immediately like a credit card; we transmit the information we are provided to the bank who then processes the payment. The e-check payment made on 7/24 was returned by the bank on 7/30/15 with the message “no account/unable to locate account (account number structure is valid, but does not correspond to individual or is not an open account)”. This is not due to insufficient funds but due to incorrect account information being provided. Ms. [redacted] contacted customer service on 7/30/2015 and made another e-check payment for the balance. At that time, the $25 returned check fee was waived. The electronic check payment from 7/30 is still being processed. I recommend Ms. [redacted] contact her bank and verify she provided the correct routing and account numbers. If the second e-check is returned, I encourage Ms. [redacted] to contact our billing department at [redacted] so we can conference with her bank. We understand that she is frustrated, however we simply processed the routing and account numbers that we were provided. If that information is incorrect, we have no way to verify that prior to processing the payment. We will continue to monitor this account to verify the payment is successful. If we can be of further assistance, please let us know. Sincerely, JESSICA H[redacted]

Dear Revdex.com,
Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I'm sorry if there has been any confusion on Ms. [redacted] account.
Consumer Cellular does not offer a free trial period. We do offer a risk free trial which means that if you cancel within 45...

days and no more than 450 units of usage, you may return the phone for a refund, if it is in like-new condition, and we will waive any invoices that may have generated. Ms. [redacted] is outside the risk free trial period both by days and unit of usage.
We have already provided Ms. [redacted] the $20.00 referral credit. She inquired about a $25.00 credit as well. Ms [redacted] was told that we were not running a $25.00 credit promotion.
If a Consumer Cellular customer does not answer their phone on an incoming, we do not count that call towards the voice plan. it will show on the customer's invoice if the call was sent to voicemail however it shows as a complimentary minute which means that it's not counting against the plan minutes. If the customer is placing an outgoing call, those minutes do count whether or not the other person answers. 
I hope that I was able to clear up any confusion that was over how our service works.
 
Sincerely,
Tina G[redacted]
CORPORATE EXECUTIVE RESOLUTION SPECIALIST
T 800.686.4460 F 506.675.8989
[email protected]
www.ConsumerCellular.com

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. On 9/23/2017, we spoke with Ms. [redacted] in regards to her wanting to cancel as well as her wanting to transfer her number. She had been that the account would need to remain active for...

the number to transfer. We were contacted on 11/29/2017, which is when Ms. [redacted] requested we cancel her service as she was not able to transfer her number. We provided a courtesy discount on her invoice at that time. We reviewed the call recordings and our first agent mentioned was clear that if she did not port out her number she would need to call us to cancel the account. As a courtesy, I have refunded $16.47 back to the customer’s card. It may take up to 3 weeks for this to process back onto the card.

Complaint: [redacted]I am rejecting this response because:
Because they have already been running me around in circles far too long and their response addresses none of the problems or remedies outlined in my complaint.  They are tone deaf.  The inadequate response they sent to you simply highlights this further.  They have exhausted my patience and I want out.  I am done dealing with them.  I want my account closed.  I want them to stop billing my credit card for services I am not receiving now nor ever did.  I also want the other remedies discussed in my complaint.  The company's response addresses none of those issues and simply highlights how tone deaf they are.  What they need is to be sued so they will stop robbing people and be so casual about it like it is no big deal.
Thank you
Sincerely,[redacted]

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Mr.[redacted] spoke with one of our employees on 9/12/2017 and the call was reviewed. The customerwas given a credit which lowered his invoice, which had...

also accrued a late fee, from $65.08 to $47.08.SIM cards are sold with our welcome guide, and in that welcome guide the conditions of the risk freeguarantee are included. The remainder of the invoice is valid however as an additional courtesy; I haveapplied an additional $5.00 credit. The remainder left for the customer to pay is $42.08. If this is notpaid, additional late fees will accrue.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]

Complaint: [redacted]
I am rejecting this response because:This is clearly a phone with problems and Consumers Cellular is pawning them off as replacements and ignoring customer problems with them. This may have more, pixel, ram, etc..but their "extras" don't work. My old phone was of a higher quality, I would expect the same in a replacement. I was told if I didn't like my replacement phone - to buy another one. I would gladly buy another one if they would like to refund all the money I've spent on my "Protection Plan". I've attached Reviews for this phone, and to say the least, the are horrible. These reviews come from their own website. A sampling, because this is all was could put with this submission.
Sincerely,
[redacted]

March 2, 2016 Revdex.com Complaint ID [redacted] (Customer # [redacted]) Dear Revdex.com, After receiving this complaint I reached out to our returns Supervisor to research the missing Doro phone. We have located the phone and determined it was received. We sincerely apologize...

for the oversight – this is an atypical occurrence. The return has been processed and a credit of $53.00 has been issued to the credit card ending [redacted]. The full $121.90 Mr. [redacted] paid has now been refunded. Please allow 24 to 72 hours for the additional funds to appear on the account, depending on the bank’s policies. Thank you for contacting us regarding this complaint and allowing the opportunity to respond. 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. 411 is athird party provider. Consumer Cellular does not have control over their operations. They send us a billto pass on to the customer. We provide a toll free...

411 service, which is discussed in our welcome packetthat the customer receives, which is 1-800-FREE-411.As a courtesy I have waived the late fee and have given credit for half the cost of the 411 calls. Theremaining balance on the account is 6.66 because taxes were also adjusted. The remaining balance willneed to be paid by 7/21/2017 or the account will be subject to additional late fees and collection efforts.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. I’m sorrythat Mr. [redacted] was unsuccessful in resolving this issue with Consumer Cellular customer service. I amnot able to locate an account or sales prospect for Mr. [redacted]. Credit checks are...

only performed whensetting up an account, so I do not see that we performed a credit check in his name. Consumer Cellularuses Equifax for all credit inquiries. In order to remove a credit check error, Equifax has an onlineprocess for Credit Disputes. Please go to the website or write to Equifax at the addresses below.https://www.ai.equifax.com/CreditInvestigation/EquifaxP.O. Box 740256Atlanta, GA 30374Please note that if the dispute is mailed in, the results of the investigation will be mailed to the customerinstead of delivered online, which may take additional time. Equifax will notify the customer of theresults of the investigation within 30 days of the request (45 days if the dispute is based upon a freeannual credit file disclosure).
Sincerely,JESSICA H[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F 503.675.8989Corporate.Resolution@ConsumerCellular.comwww.ConsumerCellular.com

Dear Revdex.com,
Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Ms. [redacted]started service with Consumer Cellular on 7/29/2016 and cancelled service on 8/2/2016. During thattime there was no usage and the billing was automatically waived under our Risk Free...

Guarantee. Ms.[redacted] reinstated service on 10/24/16 and cancelled on 11/15/16. During that time, there were 35 talkminutes, 32 text messages and 7 MB of data used.Consumer Cellular’s Risk Free Guarantee states if, within the first 30 days, 300 minutes, 300 texts or 300MB of data use— whichever comes first, you are not completely satisfied with our service, simply canceland we'll refund your money. An account is eligible one time for a trial period of the first 30 days or 300units of usage. Because the usage in the second active period was under 300 units and there was nousage during the initial active period, we will extend the Risk Free Guarantee and waive the customer’sinvoice. If she decides to reinstate service with Consumer Cellular in the future, the billing for service willnot be eligible for another trial period. If we can be of further assistance, please let us know.
Sincerely,
JESSICA H[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: There is a part in this Response that is a LIE! yes they told me that the number are randomly chose but they did not State "And once the phone number was changed the original number could not be retrieved. The agent verified that Ms. [redacted] wanted the new number baseed on the Zip code [redacted], then procedded the request."  The agent told me that the number was going to be [redacted] number I told them NO! Do not change the number, they tryed to tell me this was a Woodson Texas number well they LIE it is not a Woodson, Texas number their is not a SOUL in Woodson with this number. Woodson Texas number are [redacted] NOT [redacted]. I'm requesting that the Owner of Consumer Cellular be Notified and to have him have my nuimber returned to me.   [redacted]   The [redacted] ZIP Code for Woodson, Texas. and Prefix number is [redacted]  not the number they are trying to give me.
Sincerely,
[redacted]

February 29, 2016 Revdex.com [redacted] Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Mr. [redacted] has been with our company since 2013. Looking back over the last sixth months for the phone...

number ending in 9211, it has been common to have 100 to 200MB of usage per month. I did notice that it appears that the phone the customer is using is not one purchased through us and that it may be an iPhone. If that is the case, I highly recommend that the customer turn off WiFi assist which can drive up data usage as it will switch the cellular network if the phone believes the WiFi connection isn’t as strong. To turn this off, go to Settings > Cellular > Scroll to the bottom of the screen and switch the Wi-Fi Assist toggle to OFF. Sincerely, TINA G[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST

We have been working with Ms. [redacted] to get her phones back and get her properly refunded. One of our specialists has been in contact with her. We are aware that shipping sent the phone back to the customer and started trying to reach her yesterday to advise her that we knew of this and...

were going to fix that. On 1/11/2016 a new phone was delivered to Ms. [redacted]. As far as we know at this time, the phone is working. The customer has been shipped three phones and charged for two. Once we receive the first two phones back, we will be crediting her account. She is aware of this. Thank you for contacting us regarding this complaint and allowing the opportunity to respond.

October 30, 2015 Revdex.com [redacted] Dear Revdex.com, On 9/1/2015 when the customer paid her invoice, the amount owing was $29.10. She paid $18.86 leaving a balance of $10.24. The $10.24 was waived and she was not charged anything further. The customer...

account is at a zero balance and is closed. Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Sincerely, TINA G[redacted]@ConsumerCellular.com www.ConsumerCellular.com

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Mr. [redacted] has two options to try and be approved for our easy pay program. He may unlock his credit with Equifax and we can try to run the credit check using his full social security number, or he...

can have six months of no late payments on invoicing and then we can do easy pay.
If Mr. [redacted] would like us to run the credit check again with the updated information and after his credit has been unlocked, he may simply email me directly at the email included in my signature file and I will get this taken care of.
Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected]

Please see our attached response.
December 3, 2015 Revdex.com Complaint ID [redacted] (Customer # [redacted]) Dear Revdex.com, Mr. [redacted] account was cancelled as requested on 10/19/2015. Consumer Cellular bills in arrears for monthly service and usage, so when an account is...

cancelled there is always a final bill for service through the cancellation date. Mr. [redacted] is correct that we have no long-term contracts and no cancellation fee. His charges are for service that was already provided but has not yet been paid. The last payment made was $16.67 on 10/2/2015; this is for the billing cycle that ran from 8/10/2015 through 9/9/2015. The balance currently owed on Mr. [redacted] account is the final full month of service (9/10/2015 through 10/9/2015), the final, prorated bill for service through the cancellation date (10/10/2015 through 10/19/2015), plus a $10 late fee because the balance is now significantly past due. An accounting of the charges due on the account is below. The service dates for charges can be verified on page two of each invoice. If the final balance of $23.63 is paid by 1/3/2015, we will gladly waive the late fee. Otherwise, the account will continue through the collections process. Billing Cycle Dates Past Due Current Charges Total Due Due Date Date Paid 8/10/15 – 9/9/15 $ 0 $16.67 $16.67 10/2/15 10/2/15 9/10/15 – 10/9/15 $ 0 $16.66 $16.66 10/31/15 Unpaid 10/10/15 – 10/16/15 $16.66 $6.97 $23.63 11/12/15 Unpaid Late Fee $23.63 $10.00 $33.63 12/13/15 Unpaid Mr. [redacted] can contact our billing department at [redacted] to make a payment over the phone with a credit card, debit card, or an electronic check. Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Sincerely, JESSICA H[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST [redacted]@ConsumerCellular.com www.ConsumerCellular.com [redacted...⇄

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondWe have been trying to reach the customer so that we can call Apple with the customer and assist in getting her the AppleCare refund. We’ve attempted to call 5 times and I have also...

emailed her but we have been unsuccessful. At this time there isn’t anything further we can do to assist. If Ms. [redacted] would like us to assist her, she can reply back to this complaint, or to the email I previously sent her, and we would be more than willing to help. The iPhone has already been refunded.