Consumer Cellular

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Consumer Cellular is a no contract company. Contract companies have you sign a contract and typically require two years of service. Should you cancel before the end of contract you...

receive an early termination fee, which can be hundreds of dollars. With Consumer Cellular you are free to cancel any time and just pay for the service through the date of cancellation. There is no early termination fee. The unlocking of phone is a separate item from a contract. We have company policies as well as agreements with Apple that we will not unlock phones before a certain amount of time. We do not state that our phones are unlocked and do not sell them as such. The majority of phones sold directly from a cellular company are not unlocked and this is not unusual, especially with iPhones. Mr. [redacted] phones cannot be unlocked until 7/2/2016. Looking at Mr. [redacted] account it appears that one of his concerns is the reception in his area. His numbers are currently on the Tmobile signal. We could try to move him to the [redacted] signal to see is he receives better coverage. I just need confirmation if he wishes to do that and I will send free SIM cards to get him moved over.

March 5, 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’re sorry to hear that Mr. [redacted] is not satisfied with the service. Filing a complaint with...

the Revdex.com is not necessary to cancel an account. I have cancelled the service as requested; the cancellation confirmation code is [redacted]. Because the account was cancelled within 30 days and with less than 300 units of usage, the customer will not be billed for service. If Mr. [redacted] would like to review a detailed list of the usage from his phone it can be accessed by logging in to his account online now or after the bill cycle closes. We can also mail a copy of the usage after the bill cycle closes. Sincerely, JESSICA H[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST

[redacted] www.ConsumerCellular.com ? [redacted]@ConsumerCellular.com August 11, 2015 Revdex.com [redacted] Dear Revdex.com, From time to time a tower does go down or is degraded, effecting service. Unless a customer is fully unable to use the...

service, we typically do not credit as we cannot guarantee the availability of a wireless network at all times. As a one-time courtesy credit, we have lowered the customer’s current invoice from $105.34 to $57.64. This invoice has a due date of 8/15/2015 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

Revdex.com Complaint ID [redacted] (Customer # [redacted])Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I’m sorryif Mr. [redacted] has had a hard time reaching us. Customer Service is available by phone seven days a week.Though there may be...

periods with a hold time, the only time we have not accepted calls recently waswhen customer service was closed on the July 4th holiday. The last time we spoke to Mr. [redacted] was onMay 1, 2017 when he called regarding switching phones. I have checked our email system and we havereceived two emails from Mr. [redacted]s’ email address, the first was sent Sunday 7/16/17 and the secondsent Monday 7/17/17. Emails are answered in the order they are received and we had not yet gotten tohis messages.We have no way to know that a customer wants to discontinue service unless they contact us. Requeststo cancel service can be made over the phone, in writing or by email, however the first request wereceived from the customer was the July 16th email. This account was suspended due to non-paymenton 7/11/17. The balance currently due is $73.43 for the following service dates: 4/15/17 – 5/14/17,5/15/17 – 6/14/17 and 6/15/17 – 7/11/17, the date service was interrupted. I have cancelled theaccount and will waive the final invoice for the period of 6/15/17 through 7/11/17, which leaves abalance due of $43.61. Payment can be made online as Mr. [redacted] usually pays his bill, or over ourautomated phone system or by mail.Sincerely,JESSICA H[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. I’m sorryto hear that Ms. [redacted] experienced frustration with our service. Her account is cancelled at this timeand I have cleared her account balance.
The additional phone number was added to...

the account on 8/31/2016 when the customer decided tohave us assign a new phone number to her while we worked on the transfer of her other number. Thetemporary number was not cancelled until the customer cancelled the account.
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:Yes the device did come as I stated. I have 2 witnesses that seen it. Also I changed carriers in June because they imported my CC number so it wasn't in use for the months CC said it was. I still want my phone unlocked and all charges dropped. 
Sincerely,
[redacted]

Revdex.com [redacted] Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Ms. [redacted]’s account has not been sent to collections and the amount owed is $38.96. The amount previously owed was $70.34 but credits...

were applied plus a $15.00 payment to the invoices. We also waived late fees. This covers her service through the date of 7/27/2017. There was usage on the phone through that date. Ms. [redacted] did setup a payment arrangement to pay the remaining balance on 10/8/2017 by 10am PST. Sincerely, TINA G[redacted]

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Ms. [redacted] purchased her phone on 5/30/2017 and it is outside of the return period. It is however, within the one year warranty.If Ms. [redacted] believes that her phone has a defect, she may make an...

appointment to take the phone to an authorized Apple Warranty and Repair center. There they will be able to check the phone and replace it if necessary.Sincerely,TINA G[redacted]

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. I have verified that Ms. [redacted]’s phone number was completely...

ported out to [redacted] on 9/14/2015. Unfortunately, due to an error the account was not cancelled at that time. We sincerely apologize for the issue that resulted in the additional billing. The account has now been cancelled and the invoices paid for services after 9/14/2015 have been refunded to the credit card. The following refunds were applied and the associated invoices have been waived: $56.48 invoice paid 12/25/2015 $56.48 invoice paid 11/25/2015 $37.93 invoice paid 10/25/2015 – this refund was prorated as the service was active from 9/4/2015 through 9/14/2015 through this billing cycle. The total refund of $150.89 has been processed, but the refund can take 24 to 72 hours to post to the card, depending on the bank’s policies. We would like to thank Ms. [redacted] for bringing this issue to our attention and allowing us to resolve it. We apologize that she was unable to resolve this over the phone. If we can be of further assistance, please let us know. Sincerely, JESSICA H[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIS

Complaint: [redacted]
I am rejecting this response because: I understand CCs position, although, they have done nothing to rectify this. Unfortunately, they will not unlock my phone because apparently they claim it was stolen. I did not steal the unit and wouldn't never resort to such low measures. It is not CCs fault of where I purchased this from. That I completely understand. My issue arises from their unwillingness to unlock the phone anyway. I was even willing to pay to unlock it originally and Im not aware of any company that would refuse a potential customer and transaction for something as straight forward as a phone unlock. . At this point, they have complicated things so much when this couldn easily be resolved by a phone unlock. 
Sincerely,
[redacted]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Ms. [redacted] purchased an iPhone 5c on 7/21/15 for $450 plus tax. The phone was financed using our interest free EasyPay program. This allows a customer to pay $50 down and monthly payments of $25...

until the full cost of the phone is paid off. A lending agreement was electronically signed for this device on 7/21/15. When the iPhone 5s was purchased on 5/16/16, $150 remained due on the iPhone 5c. To purchase the iPhone 5s, a down payment of $35 was made plus the agreement of five monthly payments of $25 each. The remaining balance for the iPhone 5c is still due. We have reviewed the call and confirmed the agent Ms. [redacted] spoke to advised her that she would have to pay off the remaining balance of the existing phone and make five payments of $25 to pay off the new phone. The customer electronically signed a lending agreement for this phone on 5/16/2016. Ms. [redacted] can access copies of both lending agreements by logging in to her Consumer Cellular account online, selecting “view details” below the “pay now” button, then select “view/print agreement” for each phone listed in the EasyPay section. We’re sorry if there was any misunderstanding, however the agent properly explained the cost and the customer signed the lending agreements for both phones explaining the amounts due and the payment schedules. A customer cannot finance a phone, then finance a second phone and only pay for the new phone while both are theirs to keep. The only option to clear a balance due for a financed phone is to return or exchange that phone within the return period, which is 45 days from the date of purchase. At this time, there is $75 still due on the iPhone 5c and $50 still due on the iPhone 5s. The applicable $25 installment charges will continue on the monthly invoices until both phones are paid off. Sincerely,

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. When we received Ms. [redacted] phone back the liquid indicator had turned red, signaling liquid exposure and we denied the return. While we are not able to accept this phone back as a return, it...

did have SquareTrade protection and I can add that back onto the phone so that she can get a free replacement through them. The other option is that I can provide a partial credit as a courtesy. The customer received a charge of $43.75 and I would be happy to waive half that amount. That would be a $21.88 credit. Once I have heard back from the customer on which option they would like, I can get that done for them.

Revdex.com [redacted]Thank you for contacting us regarding this complaint and allowing the opportunity to respond.Consumer Cellular’s policy for easy pay is that the customer must have had good payment history forseven invoices. [redacted] paid an invoice late in June. Due to this...

late payment the system isn’tallowing him to have easy pay.I did escalate this to see if we could make an exception and we can, but I must speak with [redacted] toplace the order. A standard agent is not going to be able to do this for him. I attempted to call his cellphone but it only rang and I was not given an option to leave a voicemail. [redacted] may contact me [email protected] so that I can assist him.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT [redacted] F 503.675.8989Corporate.Resolution@ConsumerCellular.comwww.ConsumerCellular.com

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]

November 14, 2017Revdex.com Complaint ID [redacted] (Customer # [redacted])Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. [redacted] is correct that the replacement phone he received is a newer model phone as the original MotoG is no longer available. If a phone is replaced under warranty on day 365 from purchase, thereplacement phone comes with a 30 day guarantee. In [redacted] case, the phone was replaced onday 766 from the original purchase date. The same 30 day guarantee applies to this replacement phone.We are not able to accommodate his request for an additional six month warranty.If [redacted] would like to extend the warranty he does have the option to purchase a SquareTradeprotection plan for $3 per month with no deductible if a replacement claim is filed. SquareTrade coversaccidental damage as well as extending the original warranty for up to two replacements in a rolling 12month period. SquareTrade can only be added within 30 days of the order date, so it will not beavailable after 11/29/17. If purchased, SquareTrade can be cancelled any time.Sincerely,JESSICA H[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F 503.675.8989Corporate.Resolution@ConsumerCellular.comwww.ConsumerCellular.com

Consumer Cellular is not and never has been a prepaid service. Our position has not changed, Mr. [redacted] has not paid for service that was active and used. The billing is valid. Please contact PCS at [redacted] to discuss payment arrangements.

Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I cannot personally vouch for these companies, I recommend that the customer research them fully; however, doing a simple search for online stock trading I also found TradeKing, Scotttrade and TD Ameritrade. The apps that the customer wants to use also have online account access so an app is not required to use their services. The customer may login online through the internet.Unfortunately Consumer Cellular does not have control over third party apps or the Android OS updates. If Android or the apps choose to put out these updates and choose not to be backwards compatible, there isn’t anything that we are able to do except to sell a phone that is compatible.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected] www.ConsumerCellular.com

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. The [redacted] was purchased by the customer over 2 years ago. At this time it’s outside of the warranty and wewill not replace with a different device. The...

[redacted] was the device that we chose to replace withwhen the [redacted] was no longer available.If the current replacement is having issues I would be happy to have one of our technicians contact thecustomer to resolve the issue.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

Complaint: [redacted]to I am rejecting this response because:I was on the phone approximately 4 hours on 9/30 first call to Cellular got me no where, kept saying if I reversed the charge they would take off late charge which did not make sense to me because could not guarantee me to take off 50.00 charge. I had a 20.00 credit on that account way before billing date which they chose to ignore, they had no intention of using. So I got ahold of [redacted] and had them get on phone with me again got me no where [redacted] the rep for [redacted] explained they could not reverse the charges I also asked them to rebill me and I would send them a check for a 1.60 minus my credit. I have made countless calls to this company.  It was nice to know I wasn't the only one finding their customer service lacking. I was really hoping that day to get this resolved once and for all, did not happen Sincerely,[redacted]  [redacted]

The account # is [redacted]
Stephanie S[redacted]