Consumer Cellular

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 phone. They 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 reception. now 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 phone. If they mess that up, the phone will not work. Repeatedly denying that they messed it up was the cause of subsequent damage.  They admit their error. They deny responsibility for the result.  That is not ethical, moral, or legal.
 
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]

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:
Under another carrier, using the phone in exactly the same fashion (actually in an increased fashion) data usage is only 566.15 MB over the last 22 days. Also, usage for the period during which I was paying for a handset I purchased from former carrier was also exactly the same and did not go above the 1.5 G limit imposed by the carrier during that period. These exorbitant data charges began after handset was paid off and elevated charges to the level previously charged for data AND handset payment. I categorically reject Consumer Cellular's response and the proof is in my new carrier, who has only assessed 566.15 MB data usage since 28 November 2016 under identical, actually increased, usage patterns. This incident shows Consumer Cellular's attempt to extract monies from me to make up for the shortfall that occurred after paying off the handset.
Sincerely,[redacted]

May 31, 2016 Revdex.com [redacted] Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. The invoice that Mr. [redacted] is being charged for is for the service dates of 4/6/2016 – 5/4/2016, when his number...

ported out. There was usage during this time and the invoice is valid. The invoice was due on 5/28/2016 and has not been paid yet. Mr. [redacted] can contact us at 1-800-686-4460 to make a payment on his account and to avoid further collection efforts. Sincerely, TINA G[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected] www.ConsumerCellular.co...⇄

I ask them more then once about sending it back to have it check and repair and they turned me down  or to replace it and they would not do that all they said isthey have to reset it over the phone, I have never heard of that   that is why I want a full refund and I have also  cancel my services with consumer cellular as of 1/13/2018there for I do not need there phone and i  want to send it back for a refund if I don't get it that's fine I have cancel them out and my bill is paid they have very poor service

Complaint: [redacted]
I am rejecting this response because:It is apparent the training this company provides is as bad with the Technical staff as it is with the Corporate Executive Resolution Specialist (and I didn’t really see a resolution you were offering.)  To state this one more time.  From the time you connected the replacement phone on the 23rd of December until the 2nd of January I received NO phone calls – NO text messages – had NO access to the internet.  If you had read my numerous complaints – this was the 1st thing I stated on EVERY call! Now if you look at my bill – during this time you will see 35 calls that went straight to voicemail (as I stated in my calls) and 78 text messages I did not receive (but you chose to bill me an additional $38.71 for data (that I did not use.)  And yes….your techs were calling the phone as well as texting so they could verify this was not working. I understand all about the big company – you have my credit card information so there is nothing I can do about your shoddy service (or your insulting “one time courtesy credit of 4 days service”)  I CAN warn others about how you operate and hopefully save someone else from the same aggravation. And now about the return of the phones and the cord that missed out on the last return – you acknowledged I requested return envelopes on the 15th of January…today if the 22nd and I still do not have them.  Any plans of shipping them *before* my 45 days are over?? Good riddance to you!!
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I may be mistaken about owing 1 payment; however billing me for an additional "final invoice" for $28.42? What is that??? Also, I had alot of problems with this phone initially & you told me I had been sold a remanufactured phone. I believe this is illegal. After some fighting with Consumer Cell, was issued a 2nd phone finally.  I would agree to pay one final payment of $57.34, but no more than that. That would finalize my obligation.
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:My uncle had to  purchase fro you because he could hardly ever could use the other one. His service was so por hr thought something was wrong withe phone.  The phones aregoood there is just poor servicr
e where he lives.  i have no service on my phone there either.  He is 91 years old, He did not understand that it was the service he thought it was the phone. He never checked about the service in his area.  He should not br charged for minutes he did not ude.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
The response from Consumer Cellular is inaccurate . . . I have in fact received three phones from Consumer Cellular, but none of them work.
Moreover, I have had no cell phone service from Consumer Cellular since December 28.
But none of that has anything to do with this complaint.
This complaint is based upon the following simple facts: 1. I paid for a new smartphone yet Consumer Cellular shipped me a used, damaged, defective smartphone, 2. I notified Consumer Cellular of that fact, 3. Consumer Cellular sent me a prepaid shipping envelope in which to return the used, damaged, defective smartphone, 4. I returned the used, damaged, defective smartphone to Consumer Cellular on January 4, 2016 and, 5. Consumer Cellular returned the phone to me on January 11, 2016 with a letter (copy attached) to let me know that the used, damaged, defective smartphone was not returnable because it was used, damaged, and defective.
If that isn't enough to frost any consumer, Consumer Cellular thought it would be a good idea to charge me for that used, damaged, defective smartphone for a second time.
How's that for a Catch-22?Sincerely,[redacted]

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We understand long hold times can be frustrating. We are working hard to hire and train new representatives and to handle as many calls as possible as quickly as possible. Mr. [redacted] did not...

indicate what we can assist him with, so we will reach out to him today. He can also contact customer service for non-urgent issues by email at [email protected],JESSICA H[redacted]

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We willnot be providing a credit to the customer. We will only be providing a credit towards the purchase ofanother phone.Per Mr. [redacted]’s first complaint:Send me my $73.50 for the phone which I will return to you. I don't want another refurbished/repaired[redacted] phone that might not work again. You could send me a different smart phone as long as I get astanding guarantee, not just 30 days, that the phone will work and I might be more than happy to comeback to your service.We contacted him and stated we would not give him the funds back but we could put the moneytowards the purchase of another device.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

Thank you for contacting us regarding this complaint and allowing the opportunity to respond. This account was originally opened 12/24/2011, closed 10/8/2013, then reinstated on 4/20/2017. While the first month free is intended for new customers, not existing or returning customers,...

because of the length of time between this account cancellation and reinstatement we have gone ahead and applied the credit. I also waived the current prorated bill of $8.99 since the proration was based on the customer’s original bill cycle there was no usage during that short period. The first full invoice that generates for service from 4/22 through 5/21 will be waived under the first month free promotion. In order to add a referral credit, I will need the Consumer Cellular phone number of the customer who referred Dr. [redacted]. That information can be sent directly to me at [email protected] or in a response to this complaint case.

Complaint: [redacted]I am rejecting this response because:Tina or anyone else when I called and said it was permanently damaged and that I had already gave it to trash pickup ever said I should of kept the phone and returned it. Instead Tina said she understood and said she would make note that the phone would not be returned as I had already gave it to the trash pickup people. All I can say is your Company needs to train better as at my age we do not read all the fine print as I can not read print that size anyway. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:I have a pending transaction for $28.22 for consumer cellular today and I have $28.22 withdrawn from my checking acct on June 23 2016 and $29.86 on May 23 2016 and $26.50 on April 23 2016 when I opened the cellular acct so I have done my part of paying my monthly bills and it has come out of my account every month Sincerely,[redacted]

February 15, 2016 Revdex.com [redacted] Bill [redacted] Dear Revdex.com, Mr. [redacted] final invoicing was for the service dates of 12/15/2015 – 12/30/2015. Since this time frame is less than a month the invoice is prorated for the base cost, as are the available minutes and data....

This caused Mr. [redacted] to be charged overages. I have removed the proration so that Mr. [redacted] can get the benefit of a full month of service and usage rather than the prorated amount. His invoice has been lowered from $158.79 to $34.00. Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Sincerely, TINA G[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST

Complaint: [redacted]I am rejecting this response because:when I contacted Consumer Cellular on 1-20-16 regarding this issue, it was stated I in fact can not buy a replacement battery for a brand new Doro 626 should I order one today. That is exactly what I wanted to do, is buy a battery at the same time so that I don't have to go through this technological garbage creation situation in another 3 years. So while it may be true when they say; "When available, the price for a replacement battery is generally $25 to $30, depending on phone model, so the replacement phone cost is comparable. If Mr. [redacted] wants to continue using a Doro 618, this is the best solution we can offer. The other option would be to upgrade to a brand new Doro 626 for $50." they in fact are talking not about a battery being available for the Doro 618. This is a sadly detrimental to the environment by creating more trash from the Doro 626 carcass and potentially puts me right back to this point in say 3 or 4 years.
Sincerely,[redacted]

see attachedJune 5, 2017Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Billingdoes start from the date that account is activated however there was no usage on the account so I havewaived the invoice.I’m unsure...

of what the customer is referring to in regards to a purchased phone. We sent her a free SIMcard but I do not see that a phone was purchased from us. If the phone was purchased at a retaillocation, Ms. [redacted] will need to return the phone to where she bought it from.Sincerely,[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]

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. On3/26/2017 someone added a connect plan via the customer’s web portal, which turned data on. On5/8/2017 it was turned back off. There was continued data usage after...

the connect plan was removed.Specifically 7.274MB of data.Due to the continued data, despite the connect plan being off the account, I have applied a credit of$5.40 to Mr. [redacted]’s current invoice. This lowers the invoice from $45.63 to $40.23.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]