Consumer Cellular

Complaint: [redacted]I am rejecting this response because: In order for me to pay any bill in full, I would have had full service, which I did not. Many, many calls and emails took place between me and Consumer Cellular. I have copies of all of them. Your response makes it sound like no communication took place...on the contrary, it was a constant mission on my part in trying to get a straight answer to my issues. Would you pay a bill for a service that you did not receive? I think not.Refer to the last email I received from CC...admitting I was not set up correctly.
Sincerely,[redacted]

August 22, 2017 Revdex.com [redacted] Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Ms. [redacted] was on the 5GB data plan for $40.00 and the unlimited minute plan for $30.00. There were no overages on her invoices, just the taxes that are added. The first invoice was for the dates of 5/12/2017 – 6/11/2017 in the amount of $76.22. The next invoice was for the service dates of 6/12/2017 – 7/5/2017 and it was prorated in the amount of $67.62. There was usage up through 7/5/2017. One late fee has also accrued in the amount of $10.64. These amount are valid but as a courtesy I have lowered one of her invoices, due to using less voice minutes than the plan she had been on. I have also waived the late fee. Her amount owed is lowered from $154.48 to $122.03. I recommend that Ms. [redacted] call us as soon as possible to make payment arrangements before additional late fees accrue. 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. Mr.[redacted]’s account was opened on 9/9/2016. The phone number that was not transferred to ourservice, we provided a billing adjustment for on 10/20/2016,...

along with crediting the time thecustomer’s other numbers were not being used. On 11/13/2016 we applied additional credits to thecustomer as well.On 11/17/2016 there was a payment made via the customer’s online account in the amount of $53.66.The customer then disputed that charge with his card company. Per our policy we refunded the amountback to the card, regardless of whether or not it was valid, and put the amount as owed onto theaccount. A $25.00 late fee was assessed. On 1/4/2017 the customer also disputed an amount of$272.18, which is the cost he paid for his two phones. We refunded that amount, put it as owed on theaccount, and assessed a $25.00 late fee.From the amounts the customer disputed, as well as invoices, the customer owed us $483.02 prior tobeing sent to collections. After going to collections, the total amount owed is at $517.16. I am willing towaive $110.23 in invoices if the customer agrees to pay the remaining $406.93. At his time the customerhas two phones, for which he has not paid, and we will not be unlocking them until the balance atProfessional Collection Service is paid.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

Unfortunately, based on the information provided, I cannot locate an account. I will need the account holder's name and the account number or the cell phone number.
 
Thank you.
 
Tina G[redacted]

Please see attached.June 13, 2017Revdex.com Complaint ID [redacted] (Customer # [redacted])Dear Revdex.com,Our apologies; the invoice Ms. [redacted] received was already in process when we handled her initialcomplaint. That balance was also waived. Unless service is reinstated, no further invoices shouldgenerate. Thank you for contacting us with this additional information and allowing the opportunity torespond.Sincerely,[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

Complaint: [redacted]I am rejecting this response because:  The response sent from Consumer Cellular is SO incorrect.  Dave called us only one time that we are aware of.  That was on 7-19-16.  I personally spoke to him.  He told me that Square Trade had informed him that our new phone had been shipped 7-16-16 and it should arrive in 3-5 days.  I told him that we were leaving on vacation on 7-20-16 and would return on 7-22-16, which was a Friday.  I explained that we would be home in time to receive our mail, that my mail came about 2pm, and then I would know if the phone had indeed been shipped like I was told.  Dave said to me that he would call me on 7-23-16, which was a Saturday, to verify that we had received the phone.  I sarcastically responded to Dave, "that would be nice", because Dave had NEVER returned ANY calls that he said he would.  I don't know where Consumer Cellular is coming up with these dates that Dave called us, but he didn't talk to us those dates, unless we placed the calls to him.  He MAY have called when we were not home, but I have no messages on my phone service saying he called!  As far as Dave not working on certain days, my husband talked to him on at least one occasion that Dave told him that was not his regular day to work, and we were never informed of what his USUAL days that he worked were.  That was the big frustration in us having to call Consumer Cellular, we could never talk to the same person, and each new person we talked to told us a different story!  So, this answer is not only not acceptable, but a bunch of lies!  Now I am more upset than I was when I filed the complaint, and I really didn't that was possible!!!!Sincerely,[redacted]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We understand that the passing of a parent is very difficult and we’re sorry for Ms. [redacted] loss. Consumer Cellular bills in arrears for monthly service and usage, so there is...

always a final bill when service is cancelled. The service dates for the final prorated bill that was unpaid were 5/7/2016 through 6/2/16, the date of cancellation. Once Ms. [redacted] contacted us to cancel her account, the billing stopped, however the charges for service until that date is the account holder’s responsibility. We tried to contact Ms. [redacted] for several months prior to the account being transferred to an outside collections agency in October 2016. The balance was valid for service that was active and the ability for Consumer Cellular to negotiate late fees ended when the balance was sent to an outside collections agency. If a payment was made for the balance, that was to the collections agency directly, not Consumer Cellular and can't be refunded by us.

Complaint: [redacted]I am rejecting this response because:I am so tired of Consumer Cellular acting as if they did everything in their power to resolve issues.
I am not the first person that I know personally that this company has screwed over.  They are a dishonest company and should be further looked into.  If the way they have treated me and my service over the past year is any indication of how they treat other customers, shame on them!  A customer shouldn't have to call so many times with issues that stemmed from the beginning of service.
They need to train their employees so that each one gives out the same information as the last, oh except with their favorite line master reset.  They should train their employees on giving the correct solutions, not completely incorrect instructions along with adding new accounts without the customer even knowing, and to be respectful to customers and not say really rude and unnecessary things to them.  It's terrible that companies like this can still be in business.  
I will pay my final bill, that was never the issue, as I have always paid my bill with Consumer Cellular.  I am just trying to get the word out there that this company is horrible and needs to be looked into and doesn't deserve a final bill!Sincerely,[redacted]

[redacted] Portland, Oregon 97224 [redacted] www.ConsumerCellular.com [redacted]@ConsumerCellular.com September 21, 2015 Revdex.com [redacted] Dear Revdex.com, Ms. [redacted] began service with us on 8/27/2015 and she is still within her first billing cycle which runs through...

9/26/2015. As of the most recent usage that we have received, Ms. [redacted] has used 505 voice minutes, 10 text messages and 2,850.95MB (2.78GB approx.) of data. The issue is with the data usage. The customer is on a plan which covers 3GB of data usage and unlimited text. Due to when the billing started for this phone, which is the date the phone shipped of 8/31/2015, she was not with us for a full month. We prorate the invoice plan cost and available minutes and data accordingly. For this first cycle, she was given 2,180MB of data but has used 2,851 which is a current overage amount of $167.71; based on the most recent usage reports we have received. I would highly recommend that the customer increase her data plan prior to the26th. This will give her more data on her plan and will help avoid overages. Our customers have the ability to change their plan, both up and down, depending on their usage needs. If Ms. [redacted] data usage goes down, she is more than welcome to change her plan to fit those needs, however right now she really should move her plan up as well as slow down on her data usage to avoid going over the next level of data. Ms. [redacted] is responsible for all usage that occurs on her phone. If she would like to change her current plan, she may call us at[redacted] 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

Complaint: [redacted]I am rejecting this response because: 
Thank you for the response below.  As you can see, Consumer Cellular has simply not been performing customer service at its simplest level.  First - how do you add a medical device to anyone's account without a request - and that person is Gladys?? When I called, once again I received nothing but attitude from the rep.  I am on the account as a person to speak to and this was in fact confirmed the last go rounds with that dept.  However, the person who answered my call said she would not talk to me and needed to speak to my husband, [redacted].  When I explained I was on the account and my name should be all over the previous notes, the rep responded that she could see we had a problem.... nothing further.  I explained that [redacted] was on the roof powerwashing and she told me to just call back.  I demanded she hold on and got [redacted] to climb down in order to deal with her. My husband and I are just disgusted with the continuing poor service of this awful company.I do not know what the courtesy credit amount of $21 actually reflects, but at this point that company should be offering us free months of service.  The lack of customer service, professionalism and courtesy is simply ridiculous.  We are just waiting for the next problem with this company to which we would have not contributed to ....[redacted]Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: I DID NOT START MY SERVICE ON 8/27/2015, AND MY MONTHLY COST HAS NOT BEEN PRORATED. I WAS RECEIVING FALSE USAGE ALERTS PRACTICALLY EVERYDAY SO THEY COULD SUGGEST MOVING UP TO A HIGHER PLAN. I DID NOT EVEN USE MY PHONE FOR THE LAST THREE DAYS BEFORE CANCELLING  AND WAS CHARGED FOR OVER USAGE OF MINUTES.
.Sincerely,[redacted]

Revdex.com [redacted] RE: [redacted]Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Itappears that [redacted] called us just yesterday to add [redacted] onto the account so that we could release theunlock code to him. The code for the phone is...

[redacted]. We cannot guarantee that evenwith an unlock code, that the phone will be usable on any other service.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

Please see our attached response. Thank you.
 
Revdex.com Complaint ID: [redacted] (Customer # [redacted]) Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Mr. [redacted] account was opened 12/26/2014 via our website. Starting...

12/28/2014, we received a number of emails from the customer for assistance with his service. The customer also indicated he couldn’t call us and could only communicate in writing. We did our best to assist the customer by email but asked Mr. [redacted] multiple times to call us as troubleshooting is very difficult by email instead of real-time over the phone. Mr. [redacted] finally called in to customer service from his cell phone on 1/22/2015. We also received emails from him throughout February, however there was no request to cancel service and the service continued to be used. The last date of usage was 3/23/2015 when the service was interrupted for non- payment. There was usage throughout the time the service was active and a payment has never been made. The invoices due on the account are valid. At this time $83.31 is due for services provided from 12/26/2014 through 3/23/2015. There have also been four $10 late fees accrued since payment wasn’t received. We will waive three of the late fees if the remaining balance of $53.31 is paid no later than 8/15/2015. If payment is not made or payment arrangements are not set, the account will continue the collections process. Sincerely, JESSICA H[redacted]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We received Ms. [redacted] request to cancel on 6/9/2017 and the account is cancelled. We also responded to her email. There will be a final invoice that will generate for...

the dates of 5/18/2017 – 6/9/2017.

Complaint: [redacted]
I am rejecting this response because: The phone was never delivered to me.  It was sent to my daughter in New York.  I  was told this by the consumer cellular rep. I spoke with.  I never saw a service agreement.  This can be verified because the Bank of America spokesperson was on the line with me.  It was she who called consumer cellular and then brought me on the line.  Again Consumer Cellular is lying stating they sent me the phone and the agreement.
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:It is mostly business blather. Consumer Cellular is committing fraud via this questionable concealment practice (forcing customers to remain with the company for 180 days, while not informing the customers of this during the sign-up period) and it is futile to continue dialogue with such a business and its use of such a clandestine and shady business practice. Ostensibly, given its response, Consumer Cellular operates via heavy-handed business tactics under a false paradigm of legitimacy, but I know better and their response is nothing more than traditional, business, boilerplate semantics. Additionally, due to my being an AARP member, I will notify ARRP of this situation and the intransigence of Consumer Cellular relative to my concerns, and their use of this fraudulent practice for monetary gain at the expense of seniors (they should be ashamed). Furthermore, Consumer Cellular's response to my complaint justifies that I was correct in desiring to end my association with them.In closing, my deep thanks to the Revdex.com for handling my complaint and for your work towards attempting to secure an amicable resolution, but sometimes in life, the greed of businesses rules the day. I wholeheartedly continue to view my complaint as not only valid, but one hundred percent fact!   Sincerely,Mr. [redacted]

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Whenthe phone is received, if in like-new condition, we will refund for the cost of the phone plus tax however,we will not refund the cost of shipping the phone to us.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 our end user agreement the customer is advised that there are charges for international roaming and calling. I will include that information below.In regards to the dispute, the customer filed a...

dispute with their card company, not through us. In other words, he disputed the charge with the card company instead of disputing the usage with us. When a customer files a dispute, we are required to refund the money to the card, regardless of whether or not the charges are valid. We put that back onto the account as being owed and a late fee of $25.00 Is assessed. The charges are valid. If the customer would like us to waive the $25.00 late fee, he will need to drop the dispute with the card company.4.5.1 International Services Certain eligibility restrictions apply which may be based on service tenure, payment history and/or credit. Rates are subject to change. 4.5.2 International Roaming Consumer Cellular’s Service is intended for use within the United States, Puerto Rico and U.S. Virgin Islands. Generally, your Service will not work when outside of these areas. However, there may be times when the Service does work internationally. If the Service works when roaming internationally, you will be charged international roaming airtime rates including when incoming calls are routed to voicemail, even if no message is left. Taxes are additional. 4.5.2.1 International Long Distance International rates apply for calls made and messages sent from the U.S., Puerto Rico and U.S. Virgin Islands to another country. Calling or messaging to some countries may not be available. Calls to wireless numbers and numbers for special services, such as Premium Rated Services, may cost more than calls to wireline numbers. If a customer calls an overseas wireline number and the call is forwarded to a wireless number, the customer will be charged for a call terminated to a wireless number. International Long Distance calling rates are charged per minute and apply throughout the same footprint in which the customer’s airtime package minutes apply. You may view International Long Distance Calling Rates at www.ConsumerCellular.com/Support/InternationalRates. 4.5.2.2 International, Picture & Video Messaging Additional charges may apply for messages sent to an international phone number, premium messages and content. 4.5.2.3 Cruise Ship Roaming Cruise ship roaming rates apply for calls placed or data used while on the ship. 4.5.2.4 International Miscellaneous Export Restrictions 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 Device. 4.5.3 International Data: International data rates apply to alldata usage outside the U.S., Puerto Rico and U.S. V.I., including accessing cloud-based services to upload/download/stream content. Many Devices transmit and receive data messages without user intervention and can generate unexpected charges when powered “on” outside the United States, Puerto Rico and U.S.V.I. To prevent these charges, you should disable cellular data when traveling.

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Ms.[redacted]’s account was started on 8/17/2016 and suspended due to non-payment on 10/8/2016. On10/10/2016 we were notified by the United States Postal Service that...

the customer’s address hadchanged and we updated it accordingly. We did hear from the customer at that time as well, via email,however the customer never contacted us to change her address. We responded to the customer’semail asking if she wanted us to send another SIM card and reactivate the account but we didn’t hearback from her. On 11/10/2016 Ms. [redacted] contacted us by phone. We advised that the original SIM wasdelivered to the address she had provided when she signed up for service initally and that we didrespond to her email she had sent.Per our end user agreement the customer is responsible to notify us if they don’t receive equipment, ifthere are service or equipment issues, or I they wish to cancel their services. We did not hear from thecustomer until after we suspended the service, even though she states in her phone call to us that shewas receiving the invoices.As a courtesy, I have waived the invoices. If the customer wishes to reactivate her service she will needto call us, verify that her account information is correct and order a new SIM card. Ms. [redacted] will alsohave to provide a valid credit or debit card to be on the account because she is autopay required. Thismeans that a valid card must be on the account at all times and we will take payments from that card. Ifa valid card is not on the account we will suspend services.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F 503.675.8989[redacted]@ConsumerCellular.com

Complaint: [redacted]
I am rejecting this response because:While I understand that the resolution specialist sees my return as accepting a return of a damaged phone, I returned the phone because they sent me a defective, damaged original phone in the first place.  Any further damage is really meaningless because it was a defective phone when they sent it to me. How can a defective phone be “like new” when it was sent defective?  I’m frustrated that there is no acknowledgement that this was a phone that had never worked correctly and that there are shipping issues. The first 20 calls in the first 15 days of service (11/15/17 – 12/6/17) and the additional 36 calls should document that the phone was defective. This averages more than 1 call/day! The sound was distorted and muffled, so bad that often I couldn’t understand what the person was trying to say to me.  This even happened on several calls to CC.  I patiently spent several weeks troubleshooting with their reps – which I asked them to document:  multiple sim cards sent, reloads of software, changing phone settings, changing physical locations with the phone, and making comparative calls with another iphone.  At one point I even called Apple support staff that confirmed that the phone needed to be sent in for hardware repairs.I find it interesting that on the Revdex.com.org site, a similar complaint (12/21/17, p. 9, second complaint listed) also details a rejected phone return, lens scratches, and shipping issues.  In this case CC honored the warrantee and paid for the defective phone and the phone was returned to them.  I would request a similar resolution, and acknowledgement of:1.     I was sent a defective phone, reported on the first and multiple calls after activation, and continued with troubleshooting on numerous calls until the phone was returned to CC on 12/18/17.2.     Shipping issues were discussed with representatives that all three shipments lacked cushioning material around the phone, allowing the phone to bounce around in the larger box during transit, and damage and cuts to the third returned phone shipment box and missing enclosures.3.     The CC Rep initiated sending me a CC replacement phone #1 to replace the original defective phone.  I was also sent a second replacement phone #2 because the first replacement phone shipped was also defective.  I complained to the rep (asked her to document) that I was not accepting her offered third replacement phone because of the deficient packaging of their shipped phones. I bought my third phone directly from Apple, expecting a refund for CC’s original defective phone.4.     Similar complaints and issues have been documented on Revdex.com.org.5.     The dispute with Consumer Cellular, for the $816.20 charge was for the original phone which we were forced to pay CC to resume phone service so we could port our numbers to a different carrier.The rejection of the return and a refund because of a lens scratch with all of the above information and documented history is ludicrous and unacceptable.  If the “100% no risk guarantee” nor the CC warranty is not honored, it’s forcing me, the customer, to pay for CC’s defective phone. I want to return the defective phone, and be refunded the $816.20.
Sincerely,
[redacted]