Consumer Cellular

May 18, 2016 Revdex.com Complaint ID [redacted] (Customer # [redacted]) Dear Revdex.com, Mr. [redacted] account was opened 11/18/2015 and suspended for non-payment on 2/25/2016. We spoke to Mr. [redacted] on 3/3/2016 and changed the account from suspended to cancelled. The billing for...

service had already stopped on the date of suspension. An accounting of the charges for this account is below. The first invoice reflected a credit balance because $30 in promotional credits were applied to this account when it was opened. Bill Cycle Dates Past Due Current Total Due Due Date Date and amount paid 11/18/2015-12/17/2015 N/A ($8.70) $0 1/8/2016 N/A 12/18/2015-1/17/216 $0 $12.63 $12.63 2/8/2016 N/A 1/18/2016-2/17/2016 $12.63 $21.33 $33.96 3/10/2016 $33.96 on 3/3/2016 2/18/2016-2/25/2016 $0 $7.18 $7.18 4/22/2016 N/A Late Fee added 5/3/2016 $7.18 $10.00 $17.18 5/22/2016 $17.18 on 5/17/2016 Consumer Cellular is not a prepaid service and a customer needs to contact us to cancel service. Once cancelled, a final bill always generates for service through the cancellation date. The invoices for this account have been paid as of 5/17/16 and nothing further will be due. Thank you for contacting us regarding this complaint and allowing the opportunity to respond. 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. I’m sorryto hear that Ms. [redacted]’ messages are being delayed. I don’t show that she has called us to reportthis issue. She may call us at 1-800-686-4460 and we can perform troubleshooting to...

see if we canaddress the issue.
I do show that Ms. [redacted] has called us about wanting her iPhone unlocked. We require that ourcustomers wait 180 days before we will unlock their iPhone. In some instances we are able to unlockthem prior to that for a fee of $120.00, however Ms. [redacted] does not meet those requirements.
Ms. [redacted] may return the phone for a refund if the phone is in like-new condition. (No drops,scratches, liquid damage, other physical damage) If she would like to do that I will need a response nolater than 9/2/2016 as the phone is outside of the return period. I would be extending the return periodfor her to be able to do that. I will also send this response directly to her email as well to ensure that shesees it in time.
Sincerely,
TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

Revdex.com [redacted]Dear FCC,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Ms.[redacted] is being billed at the best possible rate based on the minutes that were used. I canwaive the late fee if the remainder is paid but o other credits will be provided.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

Complaint: [redacted]
I am rejecting this response because: This response does not resolve my dispute. Why should I pay Consumer Cellular $120.00 to unlock my phone that barely can be used due to their lack of service/reception. That issue was not even acknowledged in their response to me. I am paying for a phone service that fails to work properly at any given time due to reception issues. Yes at times calls can me made but as I stated you have to stand outside on the front porch or even in the driveway and it may take 4-5 times of trying to dial out before the call actually goes out. Incoming calls are not much better either we keep getting missed calls although the phone doesn't even ring and we are right next to it. 
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:
The main reason I went to the Revdex.com network was to get someone to contact me, and still everyone that is trying to contact me through my cell which is not working in the zipcode, however, your reps won't go further or want to escalate the matter to a higher authority, and like this morning, since they were no instructions/notes that if person calls back to either xfer to your line or voice mail.  I can't even contact Ms. G[redacted] (other than via Revdex.com) to let her know that I can't call anybody back directly or yourself due to no one indicating on my notes/account to escalate the issue(s to them.  You are the first to send me an email response.  your contact number below will not get through to you as I tried that today and the rep wouldn't xfer the call. 
if you could give me a phone number that doesn't go through all your customer service reps, it is possible I can borrow someone elses' phone and call you directly or a 800 number that goes to someone w/tech experience.  Over the past three days I have switched from the Samsung sgh-F250L, IMEI 355175/038/03642/1 phone to ATT phone sgh-a107, IMEI [redacted], I purchased new from one of their stores a month or so before starting service with your company, and today switched to an Motorola M8501 android smartphone IMEI [redacted] (if I read it correctly), same results.  All these phones have worked outside of that zipcode, and it seems to be in a 2-4 miles radius from my work area [redacted] phoenix 85003 in all directions to narrow your focus. My thought was to be sent another sim card to activate and try it for a day and get back to your service tech might have been the easier solution, one rep told me one was ordered, the next call a few days later stated it had not been ordered. 
Friday morning I will not be in that area between 8:30 to approx. 1030.  however, hopefully someone gives me a call during that time so I can write down the direct contact information and call someone back when I am back in that area. since I am in AZ we are on PDT.Sincerely,[redacted]

June 17, 2015 Revdex.com Complaint # [redacted] (Customer # [redacted]) Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Mr. [redacted] signed up for service with Consumer Cellular on 4/24/2015 and signed up for 250 minutes per month for $15 plus...

tax. The first billing cycle on the account was 4/22/15 through 5/21/2015 and there were 176 voice minutes used towards the customer’s plan. Each month, the customer’s minutes start over on the 22nd. Each invoice period will close on the 21st of the following month, then the invoice will generate and be sent out. The due date or payment date is not the date that minutes start over. At the time of this writing (6/17/2015 at 10:20 AM Pacific Time), there are 261 minutes reported since 5/22/15. Calls to Consumer Cellular customer service are not counted against the customer’s plan minutes, they are shown as “complimentary calls” on the invoice and usage detail. The customer has remained on the 250 minute plan, so this will result in overage charges if the customer does not change his plan. The plan can be changed at any time through 6/21/15 to cover the usage in this current bill cycle. After the 21st, the cycle will be closed and the invoice will generate. If Mr. [redacted] would like to upgrade his plan from 250 minutes to the next level, he would receive 750 minutes per month for $20 plus tax. We understand that for some, 750 minutes is too many while 250 minutes is not enough. We try to keep our plan options simple and affordable, so the cost difference between these two plans is only $5 a month. Regarding concerns about the usage showing, invoice copies and all usage detail can be viewed by logging into his account on our website at www.ConsumerCellular.com. Due to the FCC’s privacy regulations, we are unable to provide a printed copy of usage until the invoice generates. Once the current cycle closes on 6/21/15, we can mail the customer a printed copy with the date and time of each call. Usage detail is always available on the website as I mentioned above. I tried to call Mr. [redacted] today but there was no answer. I don’t see any indication the customer has called us to inquire about these issues, and we encourage him to do so. We would appreciate the opportunity to assist him. I can be reached directly at the number below. Sincerely,

June 15, 2016 Revdex.com [redacted] Dear Revdex.com, Thank you for giving us the opportunity to respond. We do restrict accounts when they reside within the same household. Typically if one account is sent to collections we won’t allow any account in...

the household to continue with service. We have allowed for Ms. [redacted] to continue having an account but we will not allow for any easy pay agreements on it. If Ms. [redacted] can provide us with a copy of her daughter’s driver’s license or valid state issued ID as well as a utility bill in her daughter’s name which both show that she does not live with her, we can make an exception. Sincerely, TINA G[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected] www.ConsumerCellular.co...⇄

Dear Revdex.com,
Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I'm sorry that our service did not work out for Mr. [redacted] however the invoicing, based on what was used on the service, is valid.
On the first invoice the customer was on our 250 minute plan...

with 4GB data and unlimited text. The invoicing was prorated which also prorates the available voice and data, since we aren't billing a full month. There were 104 minutes of talk time used and 4.01GB of data. The customer was billed at the best rate possible based on his usage.
For the second and final invoice, which was also prorated, the customer used 129 voice minutes and 4.25GB of data. Again, the customer was billed at the best rate possible for what was used.
Mr. [redacted] chose to purchase a SIM card adapter from a third party however if he had called us, or gone to any of our retail partners, he could have gotten one for free. As a courtesy we will refund the $12.94. There was also a credit given by one of our agents in the amount of $9.28. I will make sure that is also refunded to the customer; total @22.22. It may take up to three weeks for the refund to process.
 
Sincerely,
Tina G[redacted]
CORPORATE EXECUTIVE RESOLUTION SPECIALIST
T 800.686.4460 F 503.675.8989
[email protected]
www.ConsumerCellular.com

Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I have included a picture of the damage to the tablet, which is the reason we denied the return. The customer has two options, reinstate the account long enough for a SquareTrade claim to be...

processed, or simply keep the device he has. If Mr. [redacted] would like us to reinstate his account so that a claim can be filed, he may email me directly at [email protected]

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I had oneof my lead technicians contact Mr. [redacted]. He was advised that he could send back his current and if itwas in like-new condition, we will apply a credit...

towards the purchase of another phone.He has been sent a return label so that he can return the phone.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

Revdex.com Complaint ID [redacted] (Customer # [redacted])Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Werecently responded to this customer’s concerns from a letter we received. Here is the response that wassent. Consumer Cellular’s...

position has not changed and this phone is not eligible for a refund.Dear [redacted],Consumer Cellular has recently received your letter at our office. Thank you for allowing us theopportunity to respond. Please be advised that Consumer Cellular has already completed all thenecessary steps to address your concerns. On 12/24/17, we received the first call regarding a hearingissue with the phone. During this conversation, it was discovered the mute option was enabled. Duringthe call on 6/22/17, we advised all troubleshooting must be completed before a warranty replacementcan be processed and that the phone was no longer eligible for a refund. During you call on 6/30/17, afollow up email was provided for assistance with the process of completing a Master Reset. On 7/10/17,when advised the device had physical damage, we informed that a claim must be filed with[redacted], as we cannot accept devices under warranty if they are not in like new condition. I see youcalled in again on 7/21/17 requesting a refund for the purchase of the phone, stating you are havingissues with the phone. Your device was replaced by your [redacted] Protection plan on 7/11/17. Yourwarranty remains valid on the device through 8/22/17. Once the warranty has expires, any furtherissues will have to be referred to [redacted]. However, before a warranty replacement can beprocessed, we must speak with you from a different device and complete all necessary troubleshooting.If the issue is unresolved after all the troubleshooting has been completed, we can review for a possiblewarranty replace. As an AARP member, the Consumer Cellular Risk Free Guarantee is 45 days from thedate the equipment is shipped. As a result of being outside of the Risk Guarantee, we will not issue anyrefunds for the purchase of the phone. No further communication is necessary regarding a refundrequest for the purchase of the Samsung Galaxy J3 our position has not changed. For further assistancewith troubleshooting the device and possible warranty replacement, please contact us at the numberbelow.Sincerely,JESSICA H[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

Complaint: [redacted]I am rejecting this response because:  the cell phone is in their possession and they have not removed the time in their possession from my account.  Thanks for forwarding the response from Consumer Cellular.  I spoke with [redacted] at [redacted] this evening at 5:15 pm MT. She said that Consumer Cellular received the phone today at 11:04 am. The package was signed for by J. N[redacted].   [redacted] explained that the tracking information does notshow up online because after there is a signature (even if it’s the incorrect one), it no longer tracks the package online.  They do have an internal tracking system that I sent toConsumer Cellular this morning to show it was in Portland and heading to them that day. I was surprised and again frustrated that the letter from Ms. H[redacted] (dated today) states they do not have it.  Again this company and the Resolution Specialist has failedto be accountable and follow up with the [redacted] as I requested many times.  I even sent an email to them this morning stating that it would arrive today yet Ms. H[redacted] did not check before responding to the complaint.There should be no further information needed to take the amount charged to my account off.   My best,[redacted]Sincerely,[redacted]

March 6, 2017 Revdex.com [redacted] Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We have been in contact with Ms. [redacted] via email and we explained to her that due to the easy pay agreement she...

signed for the payment plan on her phone, her account is required to be on autopay and declined payments will result in suspension of service. We stopped contact with her when we received a vulgar email. There are two invoices owed on the account. $103.51 for the service dates of 12/7/2016 – 1/6/2017 due on 1/28/2017 and $103.51 for the service dates of 1/7/2017 – 2/6/2017 which was due on 2/28/2017. We allowed this account to remain active until 2/22/2017 so Ms. [redacted] did have time to pay her balance. At this time we will not reinstate the account until the balance has been paid. There is another invoice which will generate for the dates of 2/7/2017 through the date of suspension.

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Ms. [redacted]’ account was suspended due to a past due balance on 9/22/2017. Ms. [redacted]’ monthly billing cycle ran from the first of the month through the last day of each month, so when her service was...

interrupted on the 22nd of September this resulted in the billing for that period being prorated. We only charge customers for days service is active. If monthly charges are prorated, so are the minutes or data included in their plans. Ms. [redacted] was on a 250 minutes and 200MB data plan. A total of 243 minutes were used, but because of the proration it was less expensive for the plan to be auto-upgraded to the next rate plan. The total cost for 250 minutes per month is $15.00 plus tax. After the upgrade to the unlimited plan, the charge was still prorated, so Ms. [redacted] was charged $14.67 for the voice plan and $7.33 for the text and data plan. Ms. [redacted] was originally on the 200 MB plan but used 300 MB of data, so with or without the proration her usage was above her plan limits and the upgrade was needed.We will as a courtesy reduce the cost of the upgrades and apply an additional credit of $3.66 to the final invoice. These final charges are the best plans for her usage level and the lowest possible fee. The prorated charges and service dates can be verified on page two of each invoice.Since 10/5/17 two $10 late fees accrued. One of the late fees was already waived when Ms. [redacted] paid $102.56 on 10/11/17; a balance of $40.67 remains. If a payment of $26.49 for the final invoice is made by 12/22/17, we will apply the courtesy credit and late fee credit I offered. If the payment is not made, credits will be reversed and the balance will continue through the collections process.Sincerely,JESSICA H[redacted]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I’m sorry to hear that data was not working on the customer’s phone. Consumer Cellular cannot guarantee that a phone from another provider will work with our service. We make every...

attempt to do so, but it’s not always possible. Ms. [redacted] notified us on 10/9/2017 that her data was not working. I have credited back the full month’s cost for the Connect plan for the billing cycle of 9/27/2017 – 10/26/2017 and for 10/27/2017 – 11/14/2017. The customer will receive a refund check within 3 weeks in the amount of $8.61. All other amounts that the customer was invoiced are valid.

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
I was...

never able to start an account. I bought the phone thru Target after talking to one of your reps. Who assured me I could take the phone and put it on my [redacted] account. They did not mention having to have service for 30 plus days. I offered to pay the 30 plus days on minimum. To get the phone " unlocked ".  But that wasn't except able to your rep. Ultimately it boils down to poor advertising on your part.  No where on your web site or packaging does it state the minimum 30 day contract.  Infact it says " no contract". Clearly false advertising on consume cellular part. Plus a poor business plan, think about it I would be nothing but pure profit.  You sell the phone geared to senior citizens, take money to buy out the contract " that doesn't exist", bonus no customer using your [redacted] purchased serviced. This phone was bought for my 83 year old father who is hard of hearing, thanks for making his life difficult. That is if your phone was really better than the others. 
[redacted]

Dear Revdex.com,
Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Ms.[redacted] had service with us from 10/15/2015 to 2/4/2016. During that time numerous invoicesgenerated. Ms. [redacted] did not pay in full for her service. Billing did stop of 2/4/2016 however late...

feesdid accrue due to non-payment.
On 3/2/2016 we spoke with Ms. [redacted] and offered to lower the amount owed if she paid the pastdue balance for the service portion of the bill. We were not able to reach an agreement. The accounthas been sent to the collection agency and if she wishes to clear this debt she will need to call them at 1-800-972-1635.
The following is a list of invoices, amounts owed and amounts paid.Service Dates Invoice Amount Due Date Amount Paid Remaining Balance10/15/2015 – 10/26/2015     $9.04 11/17/2015                     $30.00 Credit of $20.9610/27/2015 –11/26/2015      $38.46 12/18/2015                      0 $17.50 owed after credit applied11/27/2016 –12/26/2016       $38.46 + $17.50 =$55.96        1/17/2015 $30.00 $25.9612/27/2015 –1/26/2016 $38.52 + 25.96 = $64.48                  2/17/2015 0 $64.481/27/2016 –2/4/2016 $22.91 + 66.48 = $87.39                    3/19/2015 $65.00 $22.39$22.39 + 10.00late fee5/18/2016 0 $32.39$32.39 + $10.00late fee6/19/2016 0 $42.39Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F 503.675.8989

March 15, 2016 Revdex.com [redacted] Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Ms. [redacted] has already contacted us and this was addressed. She was refunded $47.55 to her card ending in 7078 on 3/15/2016. The funds should process back onto her card in the next 15 days. Sincerely, TINA G[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST

Complaint: [redacted]
I am rejecting this response because: they have not left any messages; they call during my work hours; the last time I used my work phone they took over an hour of my work time; they do not want to resolve this issue of fixing my texts.  All they have to do is either send me a new phone or fix their texting system.
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]