Consumer Cellular

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
 
They are still unwilling to unlock my phone so that the number can be ported to a different carrier.....

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Mr. [redacted] was shipped a replacement iPhone 5s under warranty at no charge as long as the original phone was received without damage within 14 days. Prior to shipping the replacement phone for...

free Mr. [redacted] was asked if there was anything physically wrong with the device and we were told no. The phone retuned to us had two large paint/nail polish dots on the top of the phone and was not in the same condition we originally sent it in in August 2016, so the phone was returned to Mr. [redacted] and his account was billed for the replacement.Mr. [redacted] cancelled service with Consumer Cellular on 6/4/17. The last two monthly bills for service and the charge for the replacement phone were never paid. The unpaid bills include the service provided from 04/18/2017 through the date of cancellation. Mr. [redacted] also has two phones and only paid for one. The past due balance was sent to an outside collections agency in September 2017. Please contact Professional Credit Service (PCS) at 800-972-1635 to make payment arrangements. Unless the balance at PCS is paid the phones cannot be unlocked.Sincerely,JESSICA H[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALIST

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. On12/27/2017 Ms. [redacted] contacted us to setup a pay due payment arrangement. She agreed to pay $27.37by 10am on 1/9/2017. We were contacted again on 1/3/2017. Ms. [redacted] stated that she could not...

paythe full amount on 1/9/2017 but she would pay $10.00 of what was owed right then, which she did.When Ms. [redacted] missed her payment arrangement the account went back into the collections processand on 1/24/2017 a late fee of $10.00 was added. Ms. [redacted] is responsible for all invoices until the dateof cancellation and late fees, when they accrue. As a one-time courtesy I have removed the late fee. Ms.[redacted] will need to pay the remaining balance no later than 3/13/2017. Should she miss this secondarrangement, the account will fall back into the collections process and late fees will accrue. Previouscredits will also be reversed at that time.The balance that Ms. [redacted] needs to pay is $17.37.Sincerely,TINA G[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 02/22/16, and transferred her existing number to ourservice. The number transfer was completed on 02/29/16. Upon request, we adjusted the start...

date to2/29/16 and issued credit for the five days before her number was fully transferred to our service. Ms.[redacted] was using a phone from another provider (T-Mobile) so we sent her a Consumer Cellular SIM cardthat used the T-Mobile network.
Ms. [redacted] contacted us and reported dropped calls on 07/22/16; troubleshooting was done and weasked her to call back in 72 hours if the issue was not resolved. We next heard from Ms. [redacted] on 10/04regarding a problem with cellular data. We updated the data settings in her phone but the issuecontinued, so we sent her a Consumer Cellular AT&T SIM card on 10/04/16 to try to improve signal anddata coverage. Ms. [redacted] was asked to call when she received the new SIM card to activate it andprovision the new data settings.
Ms. [redacted] called back on 10/14/16 and asked for the unlock code for her phone. Since we didn’t sell thephone, we would be unable to unlock it and referred her to T-Mobile for assistance. Ms. [redacted] called on10/17/16 and asked if minutes were used when she called us, we confirmed that calls to customerservice are complimentary. During this call we also activated the new SIM card, however, Ms. [redacted]’sphone displayed "no SIM." So she was going to Target for assistance since this usually indicates the SIMcard is installed incorrectly. We then received a port out request on 10/18, released the phone numberand canceled the account. On 10/31 Ms. [redacted] called to ask why her final invoice was higher. Due to herusage the plan had been upgraded to avoid overage charges.
On 11/01/16 Ms. [redacted] called in and requested a Supervisor and asked for credit for last day of service.At that time the Supervisor advised her the charges were valid and no credit would be issued. Sincethere was no usage on the 18th, I will apply the $0.55 credit to the account. This makes the final invoicefor service through the 10/17 $23.40 instead of $24.04. To prevent late fees and further collectionefforts, we ask Ms. [redacted] to make the payment by the due date of 11/12/16.
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:  I have not received a hard copy of this letter stating that the balance is adjust as yet, I will accept the issue as resolved once the letter is actually received by me I dont want to count the hens before the eggs are hatched.Sincerely,[redacted]

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]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]

Complaint: [redacted]
I am rejecting this response because: I feel like I don't own this amount at all
Sincerely,
[redacted]

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Thankyou for supply a copy of the missing payment. We were able to locate it with that information and the$80.00 payment has been applied to the account. This leaves a remaining balance to be paid of $175.49.I have setup a payment arrangement for Ms. [redacted] to prevent the account going to collections.Payments must be made by 10am Pacific Time on the due date or will be considered late and thepayment arrangements will be cancelled. If the payment arrangement is cancelled, the account fallsback to the collection process.Here are the due dates amounts that must be paid.Date Amount5/15/2017 $43.886/14/2017 $43.877/14/2017 $43.878/13/2017 $43.87Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F 503.675.8989

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 aresincerely sorry for Ms. [redacted]’ loss. In an effort to assist with closing the estate of [redacted], we...

sent an explanation of final billing once the account was cancelled. The first requestwe received to cancel service on this account was by email on 5/31/2017. Prior to that, we had notheard from anyone regarding this account since a phone call to customer service on July 28, 2016;however, the account had been suspended for non-payment on 5/8/2017, so that is the date the billingstopped.The email request for cancellation was completed immediately upon receipt on 5/31 and a final bill wasprinted and generated. The unpaid charges on this account were for service that was active from2/12/2017 through 5/8/2017, the date service was interrupted. The last payment received on theaccount was on 2/28/2017 which paid for the services dates of 1/12/17 through 2/11/17.The balance on this account has been transferred to an outside collections agency; the collectionsagency has been notified that the account holder is deceased, however any actions taken are up to thecollections agency. Consumer Cellular cannot make any adjustments to the balance since the accountnow belongs to Professional Credit Service (PCS). Professional Credit Service can be contacted at 800-972-1635. Thank you for contacting Consumer Cellular.Sincerely,JESSICA H[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALIST

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I had one of my lead technicians contact Ms. [redacted] in regards to the issues she was experiencing. She advised the tech that the issue she had been experiencing has been resolved.Sincerely,TINA...

G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [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: THEY KNOW SIM CARD COULD NOT BE ACTIVATED because of their piece of crap phone they sold me. so now they are still harassing me for money????? no way will pay them a scent, this is outrageous.  I never gave any1 my phoone, phone was just for emergencies. I am soooooooooooooooooooo sorry I dealth with them at all. IFFFFFFFFFFFFFFF they had anyyyyyyyyyyy customer service skills, they would have given me a new phone with 3 free months of service. i do thank the Revdex.com for their help, feel free to post my complaint to warn other elderly people.
Sincerely,
[redacted]

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]

Dear Revdex.com,
The usage is valid. We have already reduced the invoice from $90.86 to $39.02. The customer was sentnumerous notices of the data usage and contacted us twice in November. We directed them how toconnect to Wifi to avoid using data as well as how to shut off data within the phone.
The amount owed on the account cannot be lowered any further. To make a payment, please call 1-800-686-4460
Thank you for contacting us regarding this complaint and allowing the opportunity to respond.
Sincerely,TINA G[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:
The response is incorrect.
Further, information I provided in my complaint description clearly stated that I had already followed the steps recommended in the company's message, forwarded by Revdex.com, and had found that the device remained inoperable.
This incorrect advice is the third communication I have received from Consumer Cellular on the issue of failed Envoy telephone. Two of three have been incorrect. One of three was right. The information should have been available to users in product literature. It was not.
At 9:27 AM, today, I sent a message to [email protected], directed to the attention of [redacted], Revdex.com Resolutions Consultant, stating that the complaint is resolved through the action of the single person at Consumer Cellular who was able to resolve the device problem. That letter also details specific actions Consumer Cellular may wish to take to avoid similar problems in the future.
Sincerely,[redacted]

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] THE PHONE NUMBER IS [redacted]

see attached
December 16, 2015 Revdex.com [redacted] Dear Revdex.com, Usage alerts are done as a courtesy and we did send an alert on 10/18, 10/20, 10/29, 11/25. I’m sure the customer received these because she also modified the plan that she was on via the web site. In any case the customer is still responsible to monitor her usage and not solely depend on usage alerts. Something as simple as poor reception could cause her to not receive an alert so the alerts should not be the only method of tracking usage used. We do our best to get alerts to the customer however usage can be delayed up to 48 hours and usage is estimated. Emails were sent to the customer and I have confirmed that they did go through our servers. Here is a copy of the two emails. Sent on 12/12/2015 Hello [redacted], Thank you for contacting Consumer Cellular, I apologize for the delay in our response. I am happy to assist you today. I attempted to contact you by phone; however, I was unable to reach you. I apologize for any confusion caused by this issue. Regarding the "split call" listed on your invoice for the bill cycle of 10/01 - 10/31, the usage for this bill cycle totaled 793 minutes of the 750 minutes available. The call which lists the "split call" was active when the 750 minutes was reached; this caused the first 6 minutes of the call to be included within your plan, with the remaining 27 minutes of the call being charged usage fees for being over the allotted minutes of your plan. Regarding call waiting and call forwarding, these are each features within our service which are provided at no cost. The current balance on your account, $80.96, includes service for October and November, we are unable to separate these charges and payment on your account will be applied to the balance and not a specific invoice. Please let us know if we can assist you further. You are welcome to reply to this email or call our customer service department at [redacted]. Thank you for contacting Consumer Cellular. Best regards, Show all events [redacted] Today 09:10 I've used Google to look up "split call" since I cannot get an answer from Consumer Cellular. It refers to party lines. I don't have a party line, nor do I know anyone who does. I don't have call waiting either, nor call forwarding, just a simple, straightforward phone line used to make and receive calls. The sooner I can get an explanation for the October bill, the sooner I can pay it. In the meantime, I would appreciate it if you would separate my October and November invoices so I can ay for November, since that is not in dispute. Please note that I do not have home Internet, use a public computer, and will not have access to it again until Monday morning. Thanks for your attention to these requests. Sent on 12/5/2015 Hello [redacted], Thank you for your reply, I’m happy to assist you further. I did try calling you today but was only able to leave you a message. I have reviewed your account and do show that we have sent you two separate e-mails regarding your overage charge. I have verified that you were not charged for data overage as you had 150MB and only used .47MB of data usage. [redacted]  [redacted] Your line is provisioned for data and your Connect! plan provides data and text messaging. In regards to the overage in minutes, you were on the 750 minute plan and used 793 minutes in that billing cycle. Regarding the split call, this call was split because it was the point that you had gone over your minutes so our system began billing you $0.25 a minute. You may also view your invoice by going online to www.consumercellular.com and clicking on “View Details” below your current balance. Please let us know if we can assist you further. You are welcome to reply to this email or call our customer service department at the number below. Thank you again for contacting Consumer Cellular. Best regards, Show all events [redacted] Today 07:58 I am still waiting for that support specialist to respond. It's been two weeks. I would appreciate it if someone would explain to me the $10.75 in extra charges on my October bill, especially a charge for $6.75 for a "split call." I have no idea what that is. As I informed you earlier, I was in the hospital when I received a text alert abou usage. A relative was able to upgrade my plan to the next level before the billing cycle ended, yet I'm still socked with this outrageous charge. I was also charged for data usage ($.47) when I don't have Internet access on my phone. Now, because you've lumped together my current bill and a disputed bill, I am unable to pay the current bill while waiting for an explanation as to the overcharges on the previous bill. This is hardly fair. Because I do not have home Internet I will not get your message until Monday, but I hope that somebody will reply so this matter can be resolved. Thank you. [redacted] As courtesy I have rerated Ms. [redacted] invoice to reflect as if she had moved up a plan to cover her usage. It should be noted that the next plan up costs $10.00 more than what she was on and she had $10.75 in overages so there was only a $0.75 plus tax credit that could be applied. Her past due balance is now $45.87 and she has another balance coming due of $34.23. The customer can go on the web and make a partial payment. Here is what Ms. [redacted] sees when she goes to the payment section. She just needs to choose how much she’s going to pay. That does not however stop the invoicing from being valid and past due. Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Sincerely, TINA G[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST [redacted]@ConsumerCellular.com www.ConsumerCellular.com [redacted...⇄ [redacted]  [redacted]

I accept the business's response to resolve this complaint. As long as they keep there end of the deal and unlock the (2) iphone and release my cable co. # I will pay my past due balance the reason I refused to pay it is when I last spoke to them I offered to pay balance owed and they told me they still would not unlock iphones and they said they see no request to get landline # back so they were lying all along > I would like you Revdex.com to follow thru and make sure they do what they had promised please
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: I made payments to Consumer Cellular via online that is true, but I made those payments under the impression that I was making them through my banking account number ending with [redacted] which I viewed on their website when I was paying my bill. The very day I originally contracted with Consumer Cellular for their service I went online on their website and established my checking account number for payment so when I went back to Consumer Cellular to pay my bill I would have the information ready for me to pay. As I stated before Consumer Cellular insisted that I use my credit card to establish my account for the first charge but I DID NOT give them permission to bill my credit card for any billing purpose thereafter.  Instead, Consumer Cellular used my credit card number to bill for services rather than using my checking account number that I had chosen.  Consumer Cellular tried to tell me that I had only placed my checking account number in effect in March, 2016 which is not true.  I placed my checking account number to be in effect the very day that I established my account with them on their website.  At the first of March, 2016 I was closing mu banking account ending with [redacted].  It makes no sense that I would give them that banking account number at that time since I was closing that account and opening another checking account.  That is what led me to see where Consumer Cellular was actually billing me and that was my credit card account because I went on their website to change my checking account number to my new account number.  When I went online to pay my bill the account showing was the account ending with [redacted] on the website.  I continued to pay my bill with that account showing on their website thinking that my payment was coming from my checking account and I was deducting the amount I paid from my checking account every month.  Then recently I went to pay my bill and it showed a zero balance which I knew I had not paid.  That is when I began searching why I had a zero balance. I called Consumer Cellular and they confirmed that my bill was being paid by the checking account ending in [redacted].  I argued with them that that was not true.  When the service representative searched their records she revealed to me that they had been billing my credit card account.  I understand that I may have paid a Consumer Cellular bill via check at one time or another but that has nothing to do with the fact that I never gave them permission to use my credit card for billing only that one time upon the original date of contracting their services.  And as I have said they insisted to me that I give them my credit card number at that time.  Whatever they may try to make you believe they are dishonest in their response to you.  I may at fault that I did not review my credit card charges when I paid my credit card bill but that continues to be irreverent. They did not have my permission to use my credit card for anything after the original contact. I was asked by the service representative what she could do for me after she found that my credit card had been used for billing.  I responded to her that they should give me a credit on my bill for their mistake.  That is when she told me that Consumer Cellular could not do that because I had a zero balance and I asked her, "You are telling me that you cannot credit my account for your mistake on my next bill," and she said no.  That made no sense to me so I spoke with a supervisor who very stern towards me saying there was nothing they could do about it.  That's when I told them that I would report them to the Revdex.com. No matter what they try to make you believe they are lying and I am telling the truth else why would I go through all this. They don't want to credit my account for anything for their mistake and that is unfair.Sincerely,[redacted]

February 8, 2016 Revdex.com [redacted] Dear Revdex.com, Ms. [redacted] had service with us off and on from 4/10/2009 until she cancelled on 9/30/2015. I’m not sure what the customer is referring to when she says we wouldn’t give her a phone. I see that she...

called us on 7/29/2015 in regards to billing but we didn’t’ hear from her again until 9/30/2015 when we received a letter stating “I broke my phone the end of September. I don’t want to replace it so therefore feel I shouldn’t pay for the monthly fee. I will not replace my phone. SJS Thank you.” We cancelled the account when we received that notice. In addition, we don’t have free phones to give. Our customer’s do have to purchase a phone from us if they want one. The last payment we received from Ms. [redacted] was on 9/8/2015 in the amount of $20.27. That paid for the invoice dates of 7/18/2015 – 8/17/2015. The customer did not pay for the invoice from 8/18/2015 – 9/17/2015 in the amount of $15.23 or the invoice from 9/18/2015 – 9/30/2015 in the amount of $8.54. There were also two late fees of $10.00 each which accrued before we sent the account to collections. We received a letter from her and responded on 11/25/2015, outlining the charges on the account and also stating that there was usage on the invoices. We also spoke with her on 12/31/2015, sent a second letter on 1/18/2016. This was in addition to monthly statements, collections warning letters, and automated calls. On 1/19/2016 the account was sent to collections. Ms. [redacted] also mentioned the cost of her invoices. Our plans do start out at $10.00 plus tax. This was the plan that she was on. On this plan there are no free minutes included. Customers are billed per minute for what they use at the rate of $0.25 per minute plus tax. Since she rarely used over 10 minutes, this was the best plan for her to be on. At this time the account has been transferred to the collection agency and Ms. [redacted] will need to contact them at [redacted] to settle this debt. Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Sincerely, TINA G[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST