Consumer Cellular

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. We havenot received anything from the bank stating that the dispute was dropped, nor were the funds returnedto us. On 1/7/2017 we responded to an email with the documentation we would need and the customerdid not return it to us.Our offer stands, I will waive $110.23 in invoices but Mr. [redacted] needs to pay for the phones, latefees and transfer fees in the amount of $406.93.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

BB [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Ms.[redacted] started her account on 6/28/2016. On 7/5/2016 she contacted us to enable her phone to havethe ability to be a hotspot. This is where you use the cellular...

network through your phone to connectadditional devices to the internet. The first week of September she contacted us about the high datausage and we advised her at that time it is because she is using the hotspot feature.On 9/6/2016 Ms. [redacted] stated she couldn’t connect to wifi. We walked her through some of thetroubleshooting steps and when those didn’t fix the issue we asked her to find another wifi location toverify if the issue was with the wifi location or the phone. She was unable to finish the troubleshootingwith us and the call ended. During another call on 9/6/2016 Ms. [redacted] said her hone was getting hot.We advised her that we needed to reset her phone and that she should restrict background data. Usingbackground data and/or using your phone as a hotspot can cause the phone to get warm. We advisedher to call back if the issue persisted. We never heard about this issue again after that.On 9/15/2016 we received a request to release the number to another provider, which we did, and thecustomer’s account was cancelled. Unfortunately we were not given the opportunity to complete thetroubleshooting with the customer, which would have allowed us to provide a warranty replacementshould that have been found necessary.We cannot accept the phones back for a refund but if Ms. [redacted] is willing to complete thetroubleshooting process we could still provide a warranty replacement. If she would like to do this shecan email me at the address below in my signature and I will have a technician contact her.In regards to her invoicing, there was overage which caused the high invoices and they are valid. Thereare not any reductions that I am able to provide at this time.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F 503.675.898912447 SW 69th Avenue ? Portland, Oregon 97223800-686-4460 ? www.ConsumerCellular.com ? [email protected]@ConsumerCellular.com

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I’m sorryto hear that the customer feel the cell service was not sufficient however, there was usage and theinvoices are valid.The invoices in question...

are for the service dates of 12/4/2016 – 1/03/2017. During this billing periodthere was 894 voice minutes used total. The invoice amount was $33.73. The other invoice was for thedates of 1/4/2017 – 1/26/2017 during which time a total of 715 voice minutes were used. That invoicewas in the amount of $28.71.We received a payment of $33.23 which lowered the balance to $33.21. Since then a late fee of $10.03has also accrued. I would be happy to waive the late fee if the customer pays the remaining amount of$32.23.Payment must be received no later than 4/23/2017 or the account will fall back to the collection processand additional late fees will accrue.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. We have been in contact with Mr. [redacted] and we are aware of the issue. Data and text comes as a package and while we can temporarily try to remove one of the features, it is not...

designed to work this way and the system will add the feature back on. I am working with our website development team to either remove the ability or add a disclaimer. I hope to have this resolution in place soon. For Mr. [redacted], we credited the price plan difference and the overages. He has also been advised that going forward we cannot guarantee that the service will stay deactivated if he has a connect package, so that he can monitor this in the future.

December 11, 2015 Revdex.com [redacted]Dear Revdex.com, 411 is a third party company and not owned by Consumer Cellular. In our welcome guide, end user agreement and on our web site the potential for charges from 411 calls is discussed. Unfortunately we do not have any control...

over the phone numbers that the customer receives. When a customer opts to call another company which charges for their service, they are responsible for those charges. As a one-time courtesy I have waived the $7.50. Going forward the customer will be responsible for 411 charges should he choose to use that service. Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Sincerely, TINA G[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected] www.ConsumerCellular.co...⇄

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is only partially satisfactory to me. I will accept what is refunded. Please take the EXTRA step and have your people veify that sim card matches the area were the phone is sent.Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:What the responded stated is not true or addressing the issue.  I have lowered the phone usage and increased the data, I have lowered the data and increased the phone portion and the bill does not change.  If my phone has changed from $28.50 to $19 and my data changes from$38 to $28.50 that does not constitute an increase.  As stated before the $28.50 is not shown on the bill but $30 is shown on the bill and the same for the phone so instead of taking the 5% from $28.50 it is taken from the higher amount at the end of the bill. So if the higher amount is used then all of the taxes etc. are calculated at a higher rate, that is why there is not really a discount.   If I decrease one then they say I went over my minuets or my data, it does not matter what I do. As I stated to several Consumer Cellular employee's I have a land line and I DO NOT use my cell phone in the house.  I DO NOT play games on my cell phone, I have a tablet, laptop and desktop for playing games.  I use my cell very little other than texting which I am paying for unlimited.  My husband has a very old flip phone and very seldom uses it.  I have a newer phone but use basically for texting.  You are over charging me and you can say what you like but it's WRONG.  Also, I know for a fact that there are other customer's of yours complaining about the same issue.Sincerely,[redacted]

Please see attached
.January 9, 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 called and spoke to Ms. [redacted] today after receiving this...

complaint. She 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 once. This can be caused by a number of issues, however if the phone is working normally otherwise this should be something we can assist with. Ms. [redacted] said she will give us a call when she has another phone available so that we can assist her further. We will keep an eye her account and call back if needed. Sincerely, JESSICA H[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST [redacted]

January 20, 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. This number was released to [redacted] via port request on 1/19/16. Prior to that, we...

received five port requests within a 24 hour period, each with information that did not match Ms. [redacted] account. In order to ensure a number is being ported with a customer’s knowledge and permission, the information submitted to the old service provider (OSP) by the new service provider (NSP) needs to match the customer’s OSP account information (account number, name, zip code, and account security passcode when applicable). This is an industry standard for number porting. When a port request is denied, the NSP receives a message indicating the problem. In this case, the port requests were sent stating the submitted customer information did not match our customer’s account. It is not Consumer Cellular’s intention to make the porting process difficult. We are required to follow the same rules for verification as other carriers. Once we received a port request confirming Ms. [redacted] account information, we released the number. [redacted] has now activated the number on their end and the Consumer Cellular account is cancelled as of 1/19/16. If Ms. [redacted] has any questions about her account or final billing, we hope to hear from her. Sincerely, JESSICA H[redacted]

Complaint: [redacted]I am rejecting this response because:
This is ridiculous!  I am 74 years old and do not appreciate being taken advantage of!  I returned the new phone you sent me because I didn't ask for you to send me a new one.  I asked for a refund.  I DO NOT HAVE SERVICE WITH YOU!  I discontinued my service back in January because you would not replace my phone that I could not use and I needed a cell phone for emergencies!  A refund is the only solution to this issue.  If you go back and look at my service time with you, you will see that I hardly ever used the phone to start with.  Just give me my money back. Sincerely,[redacted]

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Ourpolicy states that we will not unlock a phone for 180 days. If the customer wishes to unlock the phoneprior to that, we may do that under certain circumstances...

for a fee. The account must also be in goodstanding and the phone must be fully paid off.Currently there is a balance of $157.34 on the account. If Ms. [redacted] pays the remaining balance on heraccount I will agree to unlock the phone prior to the 180 days.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

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

Complaint: [redacted]I am rejecting this response because: I am not accepting the response of Consumer Cellular but I give up. A person can only fight a bully for so long. I don't know why I get service with [redacted] but not Consumer Cellular but I do. I spent 3 months trying to get service having the phone reset to the tower with out success before trying to get Consumer Cellular to unlock a phone that I paid for. As a small business owner myself I would feel terrible about a customer paying for something I cannot provide but if that is the way Consumer Cellular chooses to do business I will look at this as a $700 mistake and walk away. I would never use the service of Consumer Cellular again. Sincerely,[redacted]

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I’m sorryto hear that Ms. [redacted] has passed away. Customer’s, or in the case of a deceased customer, theestate, is responsible to pay for service through the...

date of cancellation.There are three invoices and two late fees currently owed. As a courtesy I have cleared the late fees andthe invoice that doesn’t have usage on it. The remaining invoices to pay are for the service dates of4/12/2017 – 5/11/2017 in the amount of $29.67 and for the service dates of 5/12/2017 – 6/11/2017 inthe amount of $29.67. The total is $59.34.I recommend that a payment be made as soon as possible to avoid additional late fees and collectionefforts.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. This account was cancelled as Ms. [redacted] requested by email on May 28, 2013. We have not been contacted regarding the account since. The account balance was sent to an outside collections agency in...

2013 and any remaining balance is due to them, not to Consumer Cellular.
The collections agency may add interest charges, fees or report to a credit bureau, but Consumer Cellular has not. Questions about the current amount due or making payment arrangements should be referred to Professional Credit Service (PCS) at 800-972-1635.
Sincerely,JESSICA H[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected] www.ConsumerCellular.com

tell me what consumer cellulars response is in english. I dont know what they responded

Revdex.com Complaint ID: [redacted] (Customer # [redacted]) Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. This account could have been resolved much more quickly and easily if the customer had not pursued multiple chargebacks with...

the credit card company. Because there was no usage, we have cleared the account balance, nothing will be due on the account. If we can be of further assistance please let us know. Sincerely,

Complaint: [redacted]
I am rejecting this response because:When the tech from consumer cellular had me go thru the process of stripping the phones set up, it prevented me from ever being able to use my programmed password. Which by the way was not forgotten.  The password was written on paper tape right on the phone and used to make the first call. [redacted] said the actions by the tech was wrong and resulted in the destruction of key software. As for me not knowing my wi-fi password, irrelevant, this is a stand alone cell phone device which I should be able to make cell calls on independently of wi-fi. The actions of the tech having me strip the phone caused irreparable damage that I would never be able to recover from. They still closed my account without permission. I expect them to stand behind their 100% Satisfaction Guaranteed Promise. My only mistake was doing exactly what consumer Cellular's tech thought I should do. There was nothing I could have done differently. I had a problem with their phone, asked for help, did exactly what there expert tech said to do, and my new phone is destroyed. I expect a full refund.
Sincerely,
[redacted]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. A couple of our employees have spoken to Ms. [redacted]. She advised us that the glass of the camera was shattered ‘and glass was everywhere’. Glass does not shatter and break on its...

own. This happens from either impact or exposure to extreme temperatures. This type of damage is not covered under the manufacturer’s warranty. Ms. [redacted] was given options to purchase a new phone our one of our discounted Certified Risk-Free phones. At this time she is declining those options.