Consumer Cellular

September 18, 2017 Revdex.com [redacted] Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I had one of my lead technicians reach out to the customer to advise her that we could replace the phone if it...

was in like-new condition. Unfortunately, the customer damaged her phone by trying to remove the SIM tray and therefore it is not eligible to receive a warranty replacement. 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. I’m sorryto hear that Mr. [redacted] is experiencing issue logging onto his online account. We have been in contactwith him via email numerous times. One of our...

technicians has been trying to reach him by phone butso far has been unsuccessful in reaching him that way.Mr. [redacted] was requesting that we reset his password to gain access to his account but we cannot sendthe password via email. We need to speak to him to provide it over the phone. If Mr. [redacted] canprovide a phone number we can call him at I would be happy to have someone call him to work onresolving this issue.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

the post dated checks were a act of good faith they were for $10 each month for each month I didnt relize I was just a number and I was not dealing with a human when I sent the checks that wthey would deposit all in one day on the 23 of mar 2017 I wast emailed we cannot except post dated checks from consumer cellular.The responce is not what really happend in the conversation with nathon and the conversation on the evening before this one also. it was clear that no payment would be made unless it was final bill. I am sure the recordings well clear this up as a act of good faith I request that Revdex.com is aloud to make a  descision by review of the conversation of [redacted] and nathon and the previous conversation with the representative of consumer celular would you please allow Revdex.com this information so they can make a fair  decision' thank you. Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Revdex.com [redacted]
Dear Revdex.com,
After looking at the customer’s account, she began service on 8/27/2015 and cancelled on 9/26/2015. She was on a 750 minute plan and a 3GB with unlimited text plan. During this time she used 809 minutes which counted towards her plan. The 59 minutes...

over her plan limits was billed at 0.25 per minute. This is why the invoice was so high.I removed the $1.29 for the additional line charge and also did a courtesy rerate so the system would view the bill as if the customer was on the best plan to fit her usage. This has lowered the invoice from $64.01 to $57.11. The invoice is due on 10/18/2015.
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

Dear Revdex.com, Our response to Mr. [redacted] complaint about the number of minutes used was to send him a copy of the call detail so he can review the calls. The billing and usage is accurate. During the bill cycle that ran from 2/18/2016 through 3/17/2016, there was a combined 2,434 talk usage minutes, 613 text messages and 32.26 MB of data used between the two lines. That bill was re-rated to the most appropriate plan for this usage- the $20 plan includes far too many minutes, no text messages, and only one line of service, so that would not be appropriate. The final invoice for service from 3/18 through 3/21, the date the account was cancelled, has generated and is $12.15. This makes the final balance due for service $77.79. I’ve sent a detailed copy of this invoice to the customer’s email address so he can review the usage detail on it as well.

Dear Revdex.com, Return labels were mailed to Ms. [redacted]’s home address on January 15th and we received the returned equipment on 1.26.18. $217.35 was refunded to the credit card ending in [redacted] and $227.71 was applied towards the account balance for the service invoices. This includes a $10.71 credit for the wall charger. A credit balance of $127.99 remains which is pending review from our accounting department who will refund the credit card if possible or we will mail a check. The account was cancelled on 1.17.18 when the phone numbers were released to a new carrier. Below are the combined usage totals for the two active phone numbers during the time service was active. The invoices for service were valid and properly billed for the service that was active and used. Bill Cycle Dates Voice Text Data 12/12/17-1/11/18 1,167 667 5.01 GB 1/12/18-1/17/18 252 99 766 MB Sincerely, JESSICA H[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected] www.ConsumerCellular.co...⇄

January 26, 2018 Revdex.com 12566358 Wayne [redacted]t 100381085 Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. The account manager with SquareTrade did not contact us to change the phone that would be shipped. This is a process that the account manager at SquareTrade has to handle with myself, as well as our accounting department. I recommend that Mr. [redacted] contact SquareTrade in regards to this as these phones are SquareTrade replacements which are initiated by then.

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Our advertising is correct when we say that we don’t have contracts. A contract company typically requires that you stay with service for two years and if you cancel prior to that two years, you are charged; sometimes hundreds of dollars. With our company you can start and end service at any time without early termination fees. As for our phones, we do not advertise that they are unlocked phones. They are not intended to be sold without service and we do require that they are on service for a period of time before we will unlock them. At this time the option is to start service and meet the time requirements for us to unlock the phone, or return the phone back to where it was purchased. Without an active account attached we don’t even have the option to unlock the phone.

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Mr. [redacted] had service with us from 1/22/2015 – 3/7/2016. On 6/2/2015 we received a call stating that he was having service issues. We offered to do troubleshooting with him however...

he was on the cell phone and didn’t have another phone for us to contact him on. He requested that we move him to the Tmobile service so we sent him a new SIM card. We received a few calls where the customer stated that his service was still an issue and he was advised that he was in only a moderate coverage area. We offered to troubleshoot the phone but we were often times hung up on and so this was never done but regardless, his coverage area was only moderate and troubleshooting would likely have not fixed the issue regardless of which provider we put him on. The invoices that are currently owed are as follows. 1/22/2016 – 2/21/2016 in the amount of $23.02 (693 voice minutes used) 2/10/2016 – 3/9/2016 in the amount of $12.75 (249 voice minutes used) Total balance owed = $35.77 These invoices are valid and based on the customer’s usage he was on the best plan. Please call 1-800-686-4460 to make a payment and to avoid late fees and further collection efforts.

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I have verified by the customer’s account history, which automatically notates every time anyone opens a customer account that no one was in this customers account between...

10/11/2016 and 4/6/2017. I have also checked our call recordings and I do not see any calls to us from the customer’s cell phone or from the phone number [redacted] has listed on the Revdex.com complaint, in the month of January. From everything I can see we did not receive a call to cancel the account. The customer is responsible to pay for service up through the date of cancellation. As a courtesy I have cleared the final balance since there was no usage. The account is now at a zero balance. 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 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. As longas the phone is in like-new condition, it should only take 48 hours for shipping to apply the credit. Ifthey’re able to apply it back to the credit card, the customer should see it pretty quickly but it doesdepend on the bank’s processing time. If we are unable to apply it back to the card, it can take a fewweeks to get a refund check to the customer.We would have no way to know that the customer did not want to use the service. It is the responsibilityof the customer to contact us and cancel service should they no longer want or need it.We have had numerous interactions with Mr. [redacted] by email and by phone. I’m not sure why he feelslike he was not capable of reaching us because he was successful in doing so.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

Revdex.com [redacted] RE: [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We willnot change the mailing address on the account. Once a customer’s account is cancelled for beingdeceased, all information remains...

as is.We were able to apply a credit to the account based on usage which has lowered the final amount owedto $32.13. Ms. [redacted] is not required to pay this as she is not the account holder. Ultimately it is theresponsibility of the estate. There was usage up until the date of cancellation.If the estate is unable or unwilling to pay the final invoice, it will eventually be sent to a collectionagency.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 HAVE NOT BEEN ABLE TO READ THE RESPONSE FROM CONSUMER CELLULAR BECAUSE THE  PDF FILE DOES NOT OPEN WHEN I PRESS IT.Sincerely,[redacted]

Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Mr. [redacted] account has been suspended due to non-payment a few time, most recently on 7/8/2017. It is the customer’s responsibility to ensure that we receive payment by the due date on the...

bill to ensure that service is not interrupted.

Complaint: [redacted]I am rejecting this response because:
Reply to consumer cellular 02/15/16
 
Dear Revdex.com:
Thanks for your help. Generally speaking, a customer will not return a phone if it works for him (her), unless the service is not provided according to the plans but overcharged.
Ms. G[redacted] reply is unacceptable:
1.      I had a plan with Consumer Cellular, but every time the bills were doubled the original plan. This destroys the trust of customers that is the key to sustainable business. It is illegal to charge the agreed plan by adding operational fees not known and agreed upon by customers in the first place.
 
2.      The customer is the qualified person to evaluate the service mentioned in Ms. G[redacted] response, not the provider. A service should be identifiable by the customer by his ability to work on the phone, not by the provider by using abstract numbers. It is possible that the provider lack professional skills to relate the numbers and the real operations.
 
3.      The Consumer Cellular phone is locked. I can’t use it for other carries. It is the most expensive part of this plan ($163). I want to return to Consumer Cellular to refund.
I am investing into the following choices:
1.      If phone refund is not possible, I am considering a law suit to let the judge to resolve the problem. This is not my first law suit.
2.      If no solution is possible, I will pay the provider $48.64 as wanted in Ms. Gilchrist response, under the condition that this complaint will posted on Revdex.com site permanently as a warning service to all
Consumer Cellular customers: before you choose this service. I am afraid this will not help raise Consumer Cellular to the category of accredit Revdex.com company.
Thank you again for your help.
[redacted]
 
 
 
 
Sincerely,[redacted]

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Ms.[redacted] requested that we give her the unlock code, which I have provided.Ms. [redacted] is on our $10.00 plan (every voice minute used is billed at $0.25 per minute) and she alsohas our $10.00 text/data plan. That is a base rate of $20.00. She is being billed correctly.At this time there is nothing further to resolve.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

We have printed and mailed a copy of our original response to Ms. [redacted] home address. Please let us know if we can be of further assistance.
Best regards,
JESSICA H[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected][redacted] Portland, Oregon 97224www.ConsumerCellular.com

Thank you for contacting us regarding this complaint and allowing the opportunity to respond. The Huawei Envoy phone Mr. [redacted] purchased is similar to the phone he replaced, however some of the available features are different. These are both basic flip phones sold for $35 plus tax. The...

original phone (Motorola WX416) is an older model that is no longer available. The Envoy phone, purchased 10/24/2015, comes with a 30 day money back guarantee. Mr. [redacted] first contacted us with concerns about the phone on 1/19/16, well outside of the return period. According to account notes, Mr. [redacted] is unhappy with the ringtones on the Envoy and that it doesn’t have an FM radio. It’s correct that the Envoy doesn’t have an FM radio, but it does have an MP3 music player. We offer one other flip phone for $50 plus tax (Doro PhoneEasy); it has an FM radio. If Mr. [redacted] had contacted us within 30 days to exchange the phone we certainly could have done so. I reviewed the referenced call with the Supervisor Irving. Mr. [redacted] said “Cancel. My dad and I will cancel our entire account then.” Irving asked if the account holder was available and Mr. [redacted] said his father is 83 and he “handles it all for him”. [redacted] is authorized on [redacted] account, so he has the authority to make changes or cancel. Irving asked if Mr. [redacted] wanted to transfer the numbers to another carrier before he cancelled. Mr. [redacted] responded by asking if Irving was going to give him a hard time. Irving reviewed Mr. [redacted] options of purchasing a new phone or a carrier return (open box) model with the features he wants. Mr. [redacted] asked Irving for his name and ID number, then hung up without further response. Irving completed the cancellation request as he understood it; we’re sorry if that wasn’t Mr. [redacted] intention. Regarding the request to speak to corporate, Mr. [redacted] was offered the email address and mailing address to make a complaint. All written correspondence and emails are received in our corporate office. Corporate does not have a separate phone number; all calls to Consumer Cellular reach the same phone queues. We understand that the customer is frustrated, however we are not able to make the concession he is requesting. At this time the account remains active and available for use unless we receive a request to cancel or transfer the numbers to another carrier.