Consumer Cellular

Complaint: [redacted]I am rejecting this response because:
I DID RECEIVE A LETTER/E-MAIL FROM CONSUMER CELLULAR ON 1-04-2016.   IT SAYS THAT WHEN THEY RECEIVE A PAYMENT ON AN ACCOUNT THAT HAS BEN SENT TO COLLECTION, WE TAKE THOSE FUNDS AND GIVE THEM TO THE COLLECTION AGENCY WHICH WAS DONE ON 12-25-2015.  SO, NOW, PROFESSIONAL CREDIT SERVICES HAS THIS ACCOUNT IN EUGENE OREGON AND THERE CONTACT NUMBER IS 1-800- 972-1635.   I CALLED THIS NUMBER AND AGAIN I RECEIVED A RUNAROUND ABOUT THIS SO-CALLED ACCOUNT FROM THEM.   YES, PAYMENT WAS RECEIVED IN THE AMOUNT OF $37.87 FOR THE ALLEGED AMOUNT THAT THEY SAID I OWED THEM.     PROFESSIONAL CREDIT SERVICES HAS NEVER CONTACTED ME IN ANY WAY AT ALL ABOUT THIS ACCOUNT.   THIS HAS BEEN WELL OVER A 4 YEAR PERIOD OF TIME.     WHY???   THE LADY I SPOKE TO SAID THAT THEY WOULD CHECK INTO IT AND GET BACK IN TOUCH WITH ME ABOUT IT.   I HAVE NEVER IN MY ENTIRE LIFE HAVE DEALT WITH SUCH IS THAT DON'T KNOW ABOUT ANYTHING OF WHAT IS GOING ON HERE.    AGAIN, I BEG FOR YOUR HELP IN GETTING THIS MATTER RESOLVED ONCE AND FOR ALL.   REQUEST THAT ALL THREE CREDIT BUREAUS BE CONTACTED TO REMOVE THIS ERRONEOUS REPORTING FROM MY FILES.  IF IT CAN'T BE DONE BY THE Revdex.com, THEN PLEASE GET ME INFORMATION  ABOUT THE DEPARTMENT OF CONSUMER AFFAIRS IN THAT AREA.    THANKS FOR YOUR HELP.  MR. [redacted]Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: this company is crooked. They target the elderly with commercials and I can't imagine how much they are ripping off people. My service didn't work for 2 months. I called several times to fix the problem. The only problem was my phone wasn't compatible. They need a list of phones that won't work instead of guessing. Keep my $51.00 and I have to wonder how many other refunds they've denied. Yelp has so many of this same complaint. Consumer Cellular is a crooked company. Their agents are dishonest from customer service straight up to management. Run from this company!!
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because: THE YEAR WARRANTY WAS NOT UP WHEN BOTH PHONES REQUIRED A REPLACEMENT ON 3/31/2016.
We request a refund with a subsequent cancellation of services with Consumer Cellular due to faulty products.
"Ms. [redacted] purchased the phones a year ago ( 4/4/15 & 5/11/15 )  (the year warranty is up on one line and the other line iscoming close). "  THE YEAR WARRANTY WAS NOT UP WHEN BOTH PHONES REQUIRED A REPLACEMENT ON 3/31/2016. " At  this time they are eligible for us to do a warranty replacement but not eligible for a refund. We sent out two replacement phones on 3/31/2016 and again on 4/18/2016 when they malfunctioned again."Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:  I am rejecting this response because: I understand that I am responsible for providing the information CC requested, which I told your customer service representative on 10/26, that I would provide it.  I did verify with the bank the check number, date, and that the transaction was made electronically by CC. He also called the customer service number with me on hold, after more than 20 minutes, the representative said he does not have unlimited time to sit on hold with CC.  Having a bank representative call CC is the only way to provide proof of payment?  Since CC suspended my phone service over a $57.86 dispute, I went on-line and paid the amount CC says is due. The bank is willing to fax Proof of Payment on October 30.  I will continue to respond until this issue is resolved and the appropriate adjustment is made to my account.
Sincerely,
[redacted]

Dear Revdex.com,
Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Consumer Cellular bills in arrears, we are not a prepaid service. When an account is cancelled, there is always a final invoice for service that was active prior to that date plus any unpaid...

balance. If a customer’s account is cancelled or suspended for any reason, they are not billed for that time.
This account was suspended because the customer made partial payments towards their invoices and did not pay multiple invoices by the due date. For several months partial payments were made and balances were rolling from month to month. After suspension, the account was never reinstated and was cancelled on 1/10/17.
Please see the second attachment for a full accounting of invoices and payments made on this account. At this time, a balance of $25.85 is due for the service that was active from 11/22/16 through the suspension date of 12/18/16. Please contact Consumer Cellular to make payment arrangements or a payment can be made over the phone or by mail.
Sincerely,JESSICA H[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected]

Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We will gladly refund the full amount that was charged to the card. However, to do so, we will require the following documentation. · Police Report: our policy requires receipt of police...

report before we can clear fraudulent charges, especially for $1,300 in equipment. · Verification of credit card: we require documentation from her bank that the credit card used belongs to her. · Driver’s license: we require proof of her current address. Once the documentation is received and verified, we will proceed with the refund. The credit card used will be refunded for as many payments as we are allowed (120 days). The remaining balance will be mailed in the form of a check. The total amount of the refund will be: $1,451.56. We do not encourage Ms. [redacted] to submit a chargeback on her credit card as this will result in bank fees. It is important to note that the fraud did not take recently, but rather on 7/28/2016 when the account was created. We encourage Ms. [redacted] to: · Review her bank records as far back as July 2016. · Cancel her credit card to prevent any future fraud. · Contact the credit bureau (like Equifax)to place an extended fraud alert on her credit file In regard to not disclosing additional information such as the name of the person who created the account or their personal information, there are legal regulations that prohibit us from doing so without a subpoena. Ms. [redacted] may fax the required documentation to us at 503-675-8989 or may mail it to the address below. Please include a copy of this letter with the other required information. Consumer Cellular ATTN: Billing 12447 SW 69th Avenue Portland, OR 97223

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]

Thank you for contacting us regarding this complaint and allowing the opportunity to respond. This is the second complaint from Ms. [redacted] regarding the same issue. Please see ticket [redacted]. Per my previous responses, I had already given Ms. [redacted] credit of $15.00 plus tax. This was stated in my reply on 4/18/2016. Ms. [redacted]’s service costs $0.57 per day per line. The $15.00 credit would have covered 26 days of service. In regards to the warranty replacement, I have already stated that we will do this if she chooses however we have yet to be taken up on this offer. Ms. [redacted] is welcome to write to Greg if she so chooses. He is familiar with her account.
Sincerely,
TINA G[redacted]
CORPORATE EXECUTIVE RESOLUTION SPECIALIST

February 24, 2016 Revdex.com [redacted] Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. It appears that Ms. [redacted] spoke with one of our agents earlier today. We have already sent a replacement...

phone to the customer. Once she has received it, she will need to return the other phone back to us. If the only issue is that the SIM card is stuck, the phone should be accepted back. If there is additional damage, then the warranty may be denied. Sincerely, TINA G[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST

see attached
December 4, 2015  Revdex.com [redacted] Dear Revdex.com, We sent the customer a prepaid mailing label when order number [redacted] was setup for a warranty replacement. Another phone was sent out free of charge with the understanding that the...

customer would return the defective phone to us. The tracking number on the prepaid postage label we provided for her is [redacted]. If you verify this tracking label with the USPS, the label was never used. Since this label was never used, we have no way of knowing where the customer sent the phone to. When we didn’t receive the phone back, she was billed for the remaining cost of that phone. Our only option for the customer is to reverse the $475.00 and put it back onto the account as still being owed. We can then setup that amount so that the customer may make installment payment of $25.00 per month until it is paid back off. If the customer would like to do this, she just needs to let me know and I would be happy to make that happen. 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 [redacted]  [redacted]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Consumer Cellular does look at the association some customer have with each other, especially if they live together. If an account has been sent to collections we will shut down the...

other associated accounts. [redacted] is listed as an authorized user on the account for [redacted] and therefore can receive all information from the account. Even if [redacted] was not listed as an authorized user, we are able to release total balance owed.

Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I listenedto the call where Mr. [redacted] account was setup the. At about 15 minutes into the call the agent wasasked about how the number transfer process works. She stated clearly that if the customer...

doesn’t callus and tell to postpone the transfer, that the system will start the transfer in 7 days. There was nomention of needing to wait for the transfer from Mr. [redacted]. We also sent an email to the customer toremind him that he was 48 hours from having the system start the transfer.We have already released two of the three lines on Mr. [redacted] account back to [redacted]. I verified thatthere is not a request for the third number at this time.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. I’vereviewed all of the emails we have associated with this account and do not see a request to cancel. Thelast email we received from Mr. [redacted] was 5/22/16 in which he asked what his account...

number is andwe replied the same day. We have not received any calls or emails from the customer since. On 8/1/16we received notice of two credit card charge backs for payments made in June and July. The date of lastoutgoing usage was 5/31/2016. The line of service continued to receive texts and calls until 7/28/16,then the service was interrupted due to the past due balance on 8/1. The below payments werereversed and $25 late fees were added for each.$88.05 Chargeback - payment made 6/2/2016 on card ending in #[redacted]. This payment was for serviceprovided from 4/12/16 through 5/11/16.$48.27 Chargeback - payment made 7/3/2016 on card ending in #[redacted]. This payment was for serviceprovided from 5/12/16 through 6/11/16.As you can see based on the service dates above, Consumer Cellular bills in arrears for monthly serviceand usage. Both of the above payments are valid for service that was active and used well before theservice was suspended. If the customer drops the disputes with their card issuer and the funds arereturned to us, the $25 late fees will be waived. This process can take upwards of 30 days, depending onthe bank. The payments must be returned through this process and not made as separate transactions.Because there wasn’t a request to cancel service and the usage continued until the account wassuspended, the remaining balances are valid. However, we are willing, as a courtesy, to waive theservice charges on the last two invoices (service that was active from 6/12/16-7/11/16 and 7/12/16-8/1/16) if the reversed payments are returned to us per the above. Otherwise, the account will continuethrough the collections process. If the customer would like further assistance with the billing, pleasecontact us at 888.549.4789.Sincerely,JESSICA H[redacted]

Complaint: [redacted]
I am rejecting this response because:
They are clearly trying their best to give me a hard time,as a customer for many years you would think they would want to keep me but its apparent they do not need the business. They told me any kind of very thin scratch on the phone and they will reject it and send it back to you while charging you for that. That sim card hold would not open I talked to a lady from there on the phone about getting that open and she said use a paper clip and it would not release for nothing as these were not new phones I bought from consumer cellular they were used we bought from them for 50.00 each. I would bring up if I could take pictures of my phone all around and you could examine that and see if that would be refused or accepted in your terms consumer cellular? that way all around everyone would loose out on so much money for shipping? I know for regular customers it would be expensive I know companies get discounts. and again I would not have even had to try and get that sim door to open if my phone was not working correctly and you sent me another one to make me try that out which didnt help at all anyway. and why would you be so strict with a long time customer on a phone you have been sending stuff for me to replace and try when your not gong to resell the phone anyway as what you told me that you don't resell phones for money .?  What does that hurt and whom? Your not going to resell it ? I just need a phone to work its very important for a disables person to have a working phone all the time thanks for listening 
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]
I am accepting Consumer Cellulars response and have attached proof someone was messing with my account and what they had on it for minutes, etc isn't even one of their plans available. We were told it was a prepaid plan and would be $40 a month total so they are incorrect about it and about how much time, data , etc they claimed I used.  I was to have email available and never did have that, my husbands phone had no service for who knows how long.  I will be keeping the screenshots of what was messed with in my account.  I checked and it has disappeared and shows zero balance.  Thanks so much for your help Revdex.com. I will forward everything to AARP since I told them what was going on as well.    [redacted]

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 havereached out to Mr. [redacted] to continue troubleshooting the issues he is experiencing. At this point, webelieve the issues are...

related to the home phone base itself, so we have sent him a replacement.One of our specialists is continuing to monitor the account and will be in touch with Mr. [redacted] whenthe replacement equipment is delivered so we can ensure it is working properly. This team worksdirectly with my department so I can ensure a resolution is reached. I would like to apologize for thefrustration Mr. [redacted] has experienced; we value his feedback and appreciate that he brought this toour attention. I have applied a courtesy credit of $21.84 towards his account to waive the currentbalance that would have been due 12/22/16.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. Mr. [redacted] account has been cancelled since 3/5/2016. The amount that was owed on the account was for 2/25/2016 – 3/5/2016./ During this time there was two lines of service and there was usage....

The invoice was for $13.35. All but $5.00 of the invoice was paid. Due to non-payment, two late fees also accrued. As a courtesy I have cleared the full balance on the account and Mr. [redacted] owes us nothing further. Sincerely, TINA G[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected] www.ConsumerCellular.com

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. This account has been suspended since 9/17/2017 due to non-payment. A total of $142.50 is currently owed. Once the customer brings the account current we can reinstate the account...

and release the phone number to another provider. In regards to unlocking the iPhones, we will be able to do that once the account is paid off. Sincerely, TINA G[redacted]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I’m sorry to hear that our customer had a bad experience with our service. I can certainly remove the AppleCare from charging the customer however if I do that the AppleCare...

will cancel and the phone will no longer be covered. If that is what they wish to do they may reply through this Revdex.com filing or may email me at [email protected] I will need a response soon if the customer is wanting to prevent the AppleCare from billing. Sincerely, TINA G[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected] www.ConsumerCellular.co...⇄