Consumer Cellular

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Icontacted Ms. [redacted] today regarding her Revdex.com complaint. I’m sorry that Ms. [redacted] had thisexperience with us. I am researching to find out why the payment...

for the iPhone unlock was returnedafter the customer had been told initially that we would unlock the phone. As a courtesy I have unlockedthe phone without getting the standard fee. The customer just needs to connect the phone to iTunes tocomplete the process.I was concerned because I saw that the customer was filing a credit dispute. The charge that was takenwas voided but it can sometimes take a little time to process back to the card. If the customer files adispute we are required to refund the money whether the charges or valid or not. If we’ve alreadyrefunded the transaction, and then have to also refund the dispute, this would give the customer twocredits. The amount would go back to the account as being owed and late fees would also be assessed. Iexplained this to Ms. [redacted] and she will contact her card to stop the dispute and will wait for thevoided charge to be returned to her card.Again, I apologize that Ms. [redacted]’s account was mishandled and that the proper expectations werenot set. I hope that my call to her this morning has cleared everything up.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F 503.675.8989

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Itappears this has already been resolved with the customer. We received notice on 12/28/2016 that thecustomer removed the credit dispute and when that happened...

we cleared the balance and the $25.00late fee that had been assessed.The customer is currently at a zero balance.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALIST

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. Ms.[redacted] receives a 5% discount of the plan cost. Her plan currently costs $70.00 per month. We provided adiscount of $3.50 which is 5%. The discount is correct....

The original amount and the discount are shownon page one of every invoice. Here is what this looks like.
The increase to Ms. [redacted] invoicing is the increase in her plan limits. She had been on a lower data andtext plan. The system had upgraded her plan from 500MB to 1.5GB as she had exceeded the smallerplan. This change was made on 7/18/2016. Then someone went in, via the customer’s online account on8/26/2016, and increased the plan again. Each plan increase is in $10.00 increments so these twochanges increase her monthly bill by $20.00. Ms. [redacted] is welcome to change her plan back down if sheno longer wants and needs the higher plan.It does cost $10.00 for every additional line. Additional lines are not free and we don’t have a familyplan where additional lines would be free. What we do have is free calls between any phone numberson the account.
Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

Complaint: [redacted]I am rejecting this response because:  The phone service was canceled within the trial period.
 
Furthermore, when my account was activated at Target, I was NOT advised there of the units.  Furthermore, they put me on text message which I told the salesman that I did not want.  As said previously, when I called for information about the cell phone via their 800# and when I signed up at Target I was not advised about the UNIT issue.
 
I do not owe the company any money.  I was NOT advised about the UNIT and I did cancel out within the trial period and they should change their recorded message on the 800# because it does not say, within the prescribed units or whatever the heck it is.
 
 
 
Sincerely,[redacted]

January 26, 2018 Revdex.com [redacted] Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. The address on the account was updated when we received notification from the U.S. Postal Service that Ms. [redacted] address had changed within their system. Once this account has moved to collections, Consumer Cellular will no longer send invoices. If Ms. Fitzpatrick would like us to move it to our collection agency now, we can do that. She may email to [email protected] and I can have that done.

Dear Revdex.com,
Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We alsotake pictures of the IMEI for the phone that we are inspecting, just for situations like this. I will includethat picture as well as the customer’s invoice from shipping the order, below. Ms. [redacted] picturesare unfortunately too blurry and dark to show the scratches present.
The phone that we did receive, the Doro 626, we did provide a credit for that phone already. Thecustomer was sent two phones during the time she was with us. When she ordered the second phonewe gave credit for the first to go towards the second in good faith that the original would come back inlike-new condition. When it didn’t, she was charged the cost of the good faith credit in the amount of$43.34. She had paid an additional cost of $10.16 at the time of this exchange. When we received thereplacement phone back, the $10.16 went back to the card and the $43.34 was place on the account tozero out the balance. In the end, she received all funds for the second phone back and has only paid forthe original, which she has in her possession.
As far as invoicing goes, since my first response, accounting has zeroed out Ms. [redacted] account sothat she is at a zero balance.
Sincerely, 
TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F 503.675.8989Corporate.Resolution@ConsumerCellular....⇄

June 17, 2015 Revdex.com [redacted] Dear Revdex.com, We do not have a magazine and therefore are not sending that type of email to Mr. [redacted]. If there are other emails which have the Consumer Cellular name on it, I would like to see a copy of these. Mr. [redacted] states that the emails don’t have a name on them. If they are from our company they would clearly say Consumer Cellular. If I can verify the emails being received, I can work to have these stopped. This is not typical for us to email promotions to a customer after they have cancelled however I am no discounting this until I see the emails. I received an email from Mr. [redacted] yesterday, to which I replied, in regards to the return envelope. We emailed the prepaid label to his email address. It appears that he may not have received it so we have now mailed out a label via the regular postal service. It can take up to 10 days to arrive. Technically the phone is too old to return for refund. Our risk free guarantee states that if the phone is less than 45 days old, we will refund, if in like-new condition. The phone is well past that however we are extending the refund to Mr. [redacted] regardless of this policy, as long as we receive the correct phone back and it is in like-new condition. The one year that he speaks of is the manufacturer’s warranty and covers replacement for defect, not refund. Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Sincerely, TINA G[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T [redacted] Tina.G[redacted]@ConsumerCellular.com www.ConsumerCellular.com

Complaint: [redacted]I am rejecting this response because:
What they say is incorrect and I have bank statements to prove it. I did no respond because I never got that e mail even checked spam. thank you I will go ahead and contact mo attorney general for help. They are incorrect Thank you a [redacted]Sincerely,[redacted]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Consumer Cellular offers service on either the AT&T network or T-Mobile, depending on the best network coverage in the customer’s home area. In either case, this is not...

“secondary service,” but the same coverage and network that an AT&T or T-Mobile customer would receive. Cellular service can be affected by a number of factors and no provider can guarantee service at all times and in all areas. I did locate a Consumer Cellular account with the mobile number provided in this complaint, however I don’t see that anyone has contacted for troubleshooting any service or signal issues. We would appreciate if they contact us so we can troubleshoot and address any problems. Sincerely, JESSICA H[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected] www.ConsumerCellular.co...⇄

Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I appreciate the additional information. I dug further into the account and it appears that Ms. [redacted] made a change with her iPhone. When the agent was making that change she also made a change on the line with the Motorola, I can only assume by mistake. The phone did have SquareTrade prior to that. Based on that information I will be replacing the phone free of charge. The replacement phone will arrive in 3-5 business days.

see attachedJune 1, 2017Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us...

regarding this complaint and allowing the opportunity to respond. It is the customer’s responsibility to ensure that invoices are paid on or before the due date or to contact us to make arrangements to pay.On 5/6/2017 Mr. [redacted] contacted us to advise us that he would not be able to pay his invoice on thedue date of 5/6/2017. We made an arrangement for him to pay on 5/19/2017. He did not meet thisobligation. We sent him an email and a text message on 5/20/2017 to advise him of this. On 5/22/2017we attempted to contact him by phone. On 5/23/2017 another email and text were sent. On 5/24/2017another call to him was made. When Mr. [redacted] still failed to resolve this, his account was suspendedon 5/25/2017.At this time there are two invoices owed on the account. $36.87 for the service dates of 3/15/2017 –4/14/2017 which was originally due on 5/6/2017 and $47.90 for the service dates of 4/15/2017 –5/14/2017 which is due on 6/5/2017. All past due amounts must be paid in order for us to reinstate Mr.[redacted]’s account. Currently the past due is $36.87 but on 6/6/2017 the other invoice would also beconsidered past due and the full balance would need to be paid.Sincerely,[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

March 15, 2016 Revdex.com [redacted] Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We contacted Ms. [redacted] regarding her concerns. She stated that she was trying to pay her bill by phone but had...

already mailed it instead. We set a payment arrangement to prevent suspension and collection efforts, and to give the payment time to reach us. If a customer chooses options within our phone system that put them into the sales queue, there is the chance that they will reach an agent that is no trained to do more than new sales and these agents would have to transfer the call to the correct department. Sincerely, TINA G[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST

Complaint: [redacted]
I am rejecting this response because:they said my service was cancelled and it meant I have no acess to all apps and email.this is the biggest lie I ever got from them.how come I still receive emails and every app I have works including the itunes store,the only app that does not work is the apple app store.they are blocking me from this because I want to download google voice app for their service. 
Sincerely,
[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. Ms. [redacted]’s request for the unlock code was escalated to retrieve the unlock code when she called in to cancel the account on...

2/11/16. Once we received the unlock code, it was noted on her account and was available, however it looks like we did not speak to the customer next until June. The unlock code for the Motorola Moto G LTE is [redacted].Our policy for unlocking phones has since changed to six months from date of purchase, however Ms. [redacted] purchased her phone prior to the change so it does not apply to her account. I apologize for the misinformation she received when calling back in June. The unlock code was available on her account and should have been provided.Sincerely,JESSICA H[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. Mr. [redacted] called us on 12/23/2017 to cancel service. We were not notified until that date that Mr. [redacted] was no longer wanting to keep service. There was a fair amount of...

data used on the first invoice cycle, but no usage on the invoices, which generated after that. As a courtesy, we waived the second invoice and the late fee that generated. Mr. [redacted]’s account is a zero balance and he does not owe us anything further.

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.Consumer Cellular is a no contract company and we bill in arrears. It is the customer’s responsibility tocall and cancel service. This is covered in our end user...

agreement, which I will include below.[redacted] has three invoices that are owed. For the invoice that was for the service dates of 3/18/2017 –4/17/2017, there was usage. However, the other two invoices do not have usage so I have waived thoseand the associated late fee. [redacted] will need to pay the one invoice in the amount of $16.62 to clearthe debt on the account.1.2 What Happens If I Want To Cancel My Service Or If You Cancel My Service? Is There ACancellation/Early Termination Fee? You may cancel this Agreement at any time for any reason,but you will be responsible for all charges incurred through termination. If you do cancel, youmust notify us in writing. We may also cancel this Agreement. If we do, we will attempt tonotify you in advance. Even though the account is canceled you are liable for all charges. We billup through the date of termination.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

March 21, 2018 Revdex.com [redacted] Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We would like to work directly with the customer to address her concerns and try to resolve her...

service issues. We have been trying to contact her but have not been successful. It sounds like maybe someone is picking up and then hanging up and we are unable to leave a message. If Ms. [redacted] would like a call back, she should provide us with a valid contact number, other than the cell number, and a date and time that would work for her so that I can have someone reach out to her again. Sincerely, TINA G[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST

Complaint: [redacted]I am rejecting this response because:   I cannot open up the pdf sent to me from consumer cellular, Ii have no idea what the response is that the company sent me therefore, Ii cannot realistically comment on the business response, the business needs to mail me their response or just simply send a email do not sent a pdf please, therefore, Ii must reject the business response, what did the business say to me I dont know?Sincerely,[redacted]