Credo Mobile

I’ve been informed that our Customer Service Liaison spoke with Ms*** and this complaint is resolved
Thanks,
***

Initial Business Response /* (1000, 5, 2015/08/27) */
August 27,
Revdex.com
Via Revdex.com online complaint system
Re: Case #XXXXXXXX
To the Revdex.com:
Customer contacted the Revdex.com to complain that his Credo Mobile phone was not unlocked
According to our records, our Customer Liaison had the unlock request re-processed and left a message for customer on August 25, instructing him to contact us if the problem was not resolvedWe have not heard from customer and are treating this issue as resolvedIf customer has any additional questions, he should contact our Customer Liaison
Sincerely,
*** ***
Legal Director
Initial Consumer Rebuttal /* (2000, 7, 2015/08/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thanks for unlocking device

Initial Business Response /* (1000, 6, 2015/07/24) */
7-24-
Sent via email:
Hi ***,
We've been unable to reach Ms*** or her voice mail at the number she providedCan you please ask Ms*** to provide an alternate number or to call our Customer Liaison at
X-XXX-XXX-XXXX?
Thanks,
***
Initial Consumer Rebuttal /* (2000, 8, 2015/07/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Our phone was out for a few days before the phone company ccould get it fixedI talked to a customer liaison at Credo and she said everything on my account (that I don't have) was credited and I shouldn't hear from Credo or States Recovery anymoreSo it sounds like the problem has been resolvedThank you for your help

Initial Business Response /* (1000, 5, 2015/09/08) */
September 8,
Revdex.com
Via Revdex.com online complaint system
Re: Case #XXXXXXXX
To the Revdex.com:
Customer contacted the Revdex.com to complain about the amount of his final Credo Mobile
***
According to our records, our Customer Liaison spoke to customer on September 2, and resolved this complaint
Sincerely,
*** ***
Legal Director
Initial Consumer Rebuttal /* (2000, 7, 2015/09/08) */
9-8-
Sent via email:
*** ***
Yes, after a few back and forth's, they accepted a final offer of $

This is a follow up to CREDO MOBILE disputeAfter getting *** from Member Support to agree to waive the early termination fee, "ETF" and refund overpayment, and device charges for a device that no longer works, I was instructed to port over my number and then inform her of the port, at which point she would grant me a waiver on the ETFWhen I took my phone to Verizon, got a new SIM card, the screed read that the phone was still lockedWhen I asked *** about this, she informed me that she never promised to unlock the phoneSo I have one device that I cannot useAnd I have another broken device that I cannot useSo, I tried going through the Verizon rep and ended back to Credo customer service who had no record of my emails chain with ***, the new customer support from Credo, said, she would unlock my phone if I agreed to paying half the ETF and the remaining balance on my deviceShe could not send me the breakdown of charges in writing, so I emailed her supervisor, and voice recorded the conversationI agreed to pay the ETF charges and device fees so I could use my phoneAll in all, this has cost me many months of inaccessibility to my communications and I have voiced all of these concerns with Credo many timesNow I have paid $for a Samsung device which is completely broken and does not turn onAnd I have paid ETF which was previously promised to me that I would get waivedThis company clearly does not communicate between departments and only will grant you what the current agent on the phone feels like is fairYes, I moved locations and my new location does not have good serviceI feel that it is only fair for the company to allow me to cancel my contract without termination fees due to poor serviceI also feel that the company should not expect me to pay for a device that broke before the contract expired and was metThey are not an actual phone company, but pretend to donate to causes on your behalf but do not actually provide adequate serviceI deserve better

Revdex.com:I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meSincerely, *** ***

Initial Business Response /* (1000, 5, 2015/07/09) */
July 9,
Revdex.com
Via Revdex.com online complaint system
Re: Case #XXXXXXXX
To the Revdex.com:
Customer contacted the Revdex.com to complain that Credo provided him a prepaid address label with an
incorrect address and then charged him an unreturned equipment fee after he used it to mail his phone return to a location not affiliated with Credo
According to our records, Credo's Customer Liaison spoke to customer on June 4, and explained that the address label used to send the missing phone was not the one Credo provided to customerOur Customer Liaison demonstrated that the shipping label link Credo emailed to customer generates a label to the correct addressFurthermore, UPS has confirmed that the label used to ship the package was not paid for by Credo
Credo's Customer Support Specialist communicated with customer in late June and early July and attempted to resolve this complaintOur Customer Support Specialist arranged the return of a phone still in customer's possession, which will significantly reduce his account balance once Credo receives itHowever, Credo will not credit the charge for the phone sent to the wrong address unless it is also returned to Credo
Sincerely,
*** ***
Legal Director
Initial Consumer Rebuttal /* (3000, 7, 2015/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I respect their position but the fact remains that the label was created on their website with the address that they claim is not affiliated with themWhy would I pay to send a phone to an off the wall address knowing that I would be charged for the phoneThat makes no senseI have a print receipt from their website with the address in question ON THE PRINT RECEIPTAlso I tried to get the IMEI number for the missing phone so I could track it down but they refused to give it to me so that tells me that they have the phone and it's been issued to someone else
Final Business Response /* (4000, 13, 2015/07/16) */
July 16,
Revdex.com
Via Revdex.com online complaint system
Re: Case #XXXXXXXX
To the Revdex.com:
Customer contacted the Revdex.com to complain that Credo provided him a prepaid address label with an incorrect address and then charged him an unreturned equipment fee after he used it to mail his phone return to a location not affiliated with CredoCredo responded to this complaint on July 9, and customer replied with a print receipt for the return address label and a UPS drop off receipt for two packages
As I stated in my previous response, the prepaid return address label customer used to ship the phone in question was not provided or paid for by CredoThe print receipt and drop off receipt customer attached to his response were also not provided by CredoCustomer's print receipt references a company called "FDM" and an "FDM Replacement Plan." It is possible customer mixed up a return label from another company with the return label for his Credo phoneOn June 4, 2015, our Customer Liaison demonstrated to customer that the link Credo had provided him generates a shipping label to the correct addressnot the one that customer shipped the phone to
This is our final response to this complaint
Sincerely,
*** ***
Legal Director
Final Consumer Response /* (4200, 15, 2015/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have a printed receipt for the shipping label with the address that was printed at the same time as the shipping labelI have all the proof I needI wasn't dealing with any other company at the timeThey made the mistake not meNow they are forcing me to pay for their mistake

Complaint: ***I am rejecting this response because:
Complaint: ***I am rejecting this response because:
The wording on the response states:
"Customer contacted the Revdex.com to complain that Credo Mobile put a hold on his application for service, and
that he received conflicting information about whether his account would remain open."
This it incorrect My complaint is that Credo keeps billing me for invalid charges and now a late fee while their customer service keeps telling me that the bills aren't valid and will cease My other complaint is Credo cancelled my Verizon Wireless Service without my consent and without providing me service (according to their Customer Service Representative ***) They offered no solution causing my wife and I to lose cell service except for me to contact Verizon to get it back I contacted Verizon and was literally on the phone for hours having to take time off from work. To get my Verizon service back I lost my original Verizon account and had to join a new Verizon program
Credo is asking me to contact yet another customer service representative to resolve this issue I have already spoken to so far Instead of another interaction with customer service which has proven confusing, conflicting and unable to stop the inaccurate billing I would prefer and updated resolution in writing from Credo that is visible to Revdex.com and myself.Sincerely,*** ***
Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/09/17) */
September 17,
Revdex.com
Via Revdex.com online complaint system
Re: Case #XXXXXXXX
To the Revdex.com:
Customer contacted the Revdex.com to complain that Credo Mobile charged $to her debit card
and did not refund it after her order was canceled
Customer used her debit card to order a phone from Credo Mobile on September 10, The order was canceled on September 11, 2015, when customer's request to open a Credo account was denied for credit reasonsThe charge was voided, and Credo never received payment for the order
If customer's bank has not yet released the authorization hold for the order, customer should contact her bank to confirm the timing of the release
Sincerely,
*** ***
Legal Director

Complaint: ***I am rejecting this response because:
Complaint: ***I am rejecting this response because:
The wording on the response states:
"Customer contacted the Revdex.com to complain that Credo Mobile put a hold on his application for service, and that he received conflicting information about whether his account would remain open."
This it incorrect My complaint is that Credo keeps billing me for invalid charges and now a late fee while their customer service keeps telling me that the bills aren't valid and will cease My other complaint is Credo cancelled my Verizon Wireless Service without my consent and without providing me service (according to their Customer Service Representative ***) They offered no solution causing my wife and I to lose cell service except for me to contact Verizon to get it back I contacted Verizon and was literally on the phone for hours having to take time off from work. To get my Verizon service back I lost my original Verizon account and had to join a new Verizon program
Credo is asking me to contact yet another customer service representative to resolve this issue I have already spoken to so far Instead of another interaction with customer service which has proven confusing, conflicting and unable to stop the inaccurate billing I would prefer and updated resolution in writing from Credo that is visible to Revdex.com and myself.Sincerely,*** ***
Sincerely,*** ***

Complaint: ***I do not rely on Credo Mobile to communicate accurately over the phone, as the genesis of this issue involves customer service representatives giving me one story through that medium, and another over email
Credo may
reach out to me via email to resolve this matter.Sincerely,*** ***

Complaint: ***I am rejecting this response because:
I have not received a response to my March email to CREDO requesting verification if my account has not been sent to collectionsMy concern is from CREDO's January email
stating "Please pay your bill now to avoid having your account sent to a collection agency."
There was also no response to why my online account still shows, as of March 6, a $balance due on March while CREDO's March email to me indicates a $balance.
Sincerely,*** ***

Attached please find Credo's response to this complaint

Initial Business Response /* (1000, 5, 2015/04/22) */
April 22,
Revdex.com
Via Revdex.com online complaint system
Re: Case #XXXXXXXX
To the Revdex.com:
Customer contacted the Revdex.com to complain that his phone does not send or receive
pictures
Customer contacted Credo multiple times in March and April regarding his picture message issue, but declined to complete troubleshootingOur Customer Liaison has reached out to customer in April to resolve this complaint, but has been unable to reach him
According to our records, customer has indicated that he is transferring his line to another carrier
Sincerely,
*** ***
Legal Director

Initial Business Response /* (1000, 5, 2015/05/27) */
May 27,
Revdex.com
Via Revdex.com online complaint system
Re: Case #XXXXXXXX
To the Revdex.com:
Customer contacted the Revdex.com to complain that Credo Long Distance was not removed as the long
distance carrier for her number when she signed up with Comcast
According to our records, Credo's Customer Liaison contacted the authorized user on the account and resolved this complaint on May 18,
Sincerely,
*** ***
Legal Director
Initial Consumer Rebuttal /* (3000, 11, 2015/07/10) */
7-10-
Sent via email from consumer:
Hi ***,
We received yet another bill in the mail today from CREDOWe would like to receive a confirmation letter from CREDO as soon as they officially close our accountWe do not know what more we can do to resolve this problem
Sincerely,
Christi *** and ***
Final Business Response /* (4000, 13, 2015/07/23) */
July 23,
Revdex.com
Via Revdex.com online complaint system
Re: Case #XXXXXXXX
To the Revdex.com:
Customer contacted the Revdex.com to complain that Credo Long Distance was not removed as the long distance carrier for her number when she signed up for local and long distance bundle with ComcastCredo responded in May 2015, and customer replied to our response in July to say that she had received another bill from Credo
As I stated in my previous response, Credo's Customer Liaison contacted the authorized user on the account on May 18, At the time, our Customer Liaison explained that Credo had not received a disconnect notice from customer's local carrier, but that Credo would suspend the numberCredo also credited the charges on the account
In response to customer's most recent complaint, our Customer Liaison contacted customer on July 16, and explained that Credo had billed her because, despite Credo's suspension of her number, her long distance calls were still being pushed to CredoWe have credited the charges and have now taken further steps to prevent customer from receiving any billing from Credo for this number
Sincerely,
*** ***
Legal Director
Final Consumer Response /* (4200, 15, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The written response to you from CREDO Is very different from what CREDO said to meI was told that I could consider paying the bill since I have been a long time customer and that CREDO needs to pay the bill whenever they receive itShe explained that the problem is with Comcast not claiming the calls that are made using Sprint phone linesShe said Comcast uses sprint lines whenever they need extra capacityIf CREDO follows through with what they wrote you and I receive no more bills than I would be happyI would prefer to receive a written statement from CREDO that they have closed my account since I see this problem reoccurringThe rep that called me said that this will likely happen again and againI will let you know when I receive the next bill from CREDO

Initial Business Response /* (1000, 5, 2015/04/29) */
April 29,
Revdex.com
Via Revdex.com online complaint system
Re: Case #XXXXXXXX
To the Revdex.com:
Customer contacted the Revdex.com to complain that her August Credo Mobile bill listed the
equipment charge for her phone as "Charges for Equipment" rather than "early termination fee." She asks that the equipment charge be credited
Customer was not charged an early termination fee, because she canceled within the 30-day return period after ordering a new phoneInstead, after she canceled service, a return was set up for her phoneThe following month, at customer's request and as a courtesy, Credo agreed to allow customer to keep her phone and pay the equivalent of a $early termination fee
Customer decided to keep her phoneAccordingly, Credo will not credit the charge
Sincerely,
*** ***
Legal Director
Initial Consumer Rebuttal /* (3000, 7, 2015/05/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In May 2014, prior to canceling service, we called Credo to discuss our optionsWhen we explained that T-Mobile offered Early Termination Fee reimbursement, the representative told us that Credo could send us an Early Termination Fee instead of an equipment fee, if we so choseHad credo not given us this advice, we would have happily waited a few days for the day period to expireWe called Credo in June, July and August requesting this bill; each time we were told that they were working on it and that we'd have to wait for the next billing cycle to receive the corrected billEach time, they failed to deliver on their promise
In an email on 7/29/14, *** from Credo told us: "I'm writing you today in regard to the early termination fee we discussed on the 21stWe have gotten this applied to your account and you will receive an updated bill when your billing cycle refreshes." Despite ***'s assurances, we never received such a bill and have still not received a bill with Early Termination Fees applied
Then, after all of these resolution attempts, on 12/29/2014, *** at Credo reaffirmed on the phone that Credo would generate an Early Termination FeeAfter all of this, Credo has failed to deliver on their promised Early Termination Fee, and we are now well beyond the reimbursement period that T-Mobile offers (a fact of which Credo is aware, based on ***'s statement in his 7/29/email: "I know there is a time limit to submit the information to your new service provider.")Given that Credo's failure to comply with its representatives' statements has caused us to miss our ETF reimbursement opportunity, we feel that credo should bear the burden of this financial loss instead of forcing it on us
Final Business Response /* (4000, 9, 2015/05/12) */
May 12,
Revdex.com
Via Revdex.com online complaint system
Re: Case #XXXXXXXX
To the Revdex.com:
Customer contacted the Revdex.com to complain that her August Credo Mobile bill listed the equipment charge for her phone as "Charges for Equipment" rather than "early termination fee." She asks that the equipment charge be creditedIn response to Credo's statement that she was not charged an early termination fee, customer responded that several Credo customer service representatives called the charge an "early termination fee."
I apologize that our representatives used the phrase "early termination fee" as a shorthand term to describe customer's chargeHowever, before customer's phone return was canceled, Credo contacted customer and clearly explained that Credo does not charge early termination fees during the 30-day return period for a new phoneAs a courtesy, Credo agreed to let customer keep the phone for a charge equivalent to a $early termination feeCustomer was informed that by charging this fee rather than requiring that the phone be returned, Credo was making an exception to our policyThe charge appeared on customer's next bill, but, because customer's line was not in-contract when she terminated service, our billing system does not list the charge as an early termination fee
Since customer chose to keep the phone rather than return it, Credo is entitled to collect payment for it
Sincerely,
*** ***
Legal Director
Final Consumer Response /* (4200, 11, 2015/05/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We do not feel that Credo has clearly stated, until this point, their position that they do not charge ETFs during the 30-day return periodRegardless of this point however is the fact that Credo representatives have been consistently telling us that they can generate an Early Termination Fee, and we cannot be held liable for their representatives' misuse of that phraseEven if they had communicated a reversal of their position in August, by that point it was too late as we had already acted on Credo's previously stated position and been doing business with our new cell phone provider for several months
Around the end of May 2014, we acted in good faith based on the information that Credo had given usCredo told us that we could keep our phones and that they could generate an Early Termination Fee as the charge for our accountBased on Credo's statement, we cancelled our account to go to a different provider who offered Early Termination Fee reimbursementWe were very explicit in our discussions with Credo about our intent and about how important it was that we specifically have an Early Termination FeeBy claiming that all of their past representatives have misspoke and used that term incorrectly, Credo has effectively changed their position and have denied us the ability to be reimbursed for the fee that they wish to collect
Had Credo given us accurate information at the time of our account cancellation, we would have waited past the day return period so that we could keep our equipment and simply have an Early Termination FeeHowever, Credo misled us regarding their account cancellation policies by claiming that they could generate that Early Termination Fee at that time, which would comply with our new provider's reimbursement program
And if Credo representatives had mistakenly used the term "Early Termination Fee" only once, we could understand that mistake however, their representatives used this term over and over, for months, on the phone and in email, promising to get that term onto our bill
Credo's misleading statements regarding their Early Termination Fee policies have put us in a situation where we stand to be financially harmedGiven the fact that Credo is clearly at fault in this situation due to their documented misuse of the phrase "Early Termination Fee," we feel that they should bear the financial burden that has been created by this situationCredo can easily and directly accept their responsibility and resolve this situation by forgiving the Equipment Charge that they levied against us despite their previous assurances that it would not be an Equipment Charge

Initial Business Response /* (1000, 5, 2015/08/24) */
August 24,
Revdex.com
Via Revdex.com online complaint system
Re: Case #XXXXXXXX
To the Revdex.com:
Customer contacted the Revdex.com to complain that her Credo long distance service was not
disconnected upon her request and that she continued to bill with Credo
According to our records, our Customer Liaison spoke to customer on August 21, and resolved this complaintAll collection efforts have ceased and the account is closed with a zero balance
Sincerely,
*** ***
Legal Director

Initial Business Response /* (1000, 5, 2015/04/28) */
April 28,
Revdex.com
Via Revdex.com online complaint system
Re: Case #XXXXXXXX
To the Revdex.com:
Customer contacted the Revdex.com to complain that her Credo Mobile phone upgrade had been processed
on a different line than she intended
According to our records, customer has confirmed that everything is working properly with her account and this complaint has been resolved
Sincerely,
*** ***
Legal Director
Initial Consumer Rebuttal /* (2000, 7, 2015/04/30) */
4-29-
Sent via email:
Ms ***,
The technical issues have been resolved in that I now have cell phone service as does my daughterThis after several telephone calls and a lack of cooperation from CREDO which was stressful and frustratingI do believe that the involvement of your organization helped to focus CREDO's mind and persuade them to resolve the matter and for that I am very grateful
That said, CREDO has not offered any real apology nor, as far as I know, to waive the fee for my upgraded cell phone which I do not believe was an unreasonable request given that I had no cell phone service for a week because of their incompetence and lack of attentionI am not happy with CREDO and this experience will make it less likely we will maintain a contract with them in the future
Once again, thank you for taking up our complaint
*** ***

Initial Business Response /* (1000, 5, 2015/07/23) */
July 23,
Revdex.com
Via Revdex.com online complaint system
Re: Case #XXXXXXXX
To the Revdex.com:
Customer contacted the Revdex.com to complain that he experienced coverage problems after moving to a
new houseHe asks that Credo Mobile waive his early termination fees
According to our records, our Customer Liaison contacted customer on July 22, and resolved this complaint
Sincerely,
*** ***
Legal Director
Initial Consumer Rebuttal /* (2000, 7, 2015/07/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Credo has agreed to waive the early termination feeI am disappointed that they are making us ship our phones back to them at our expense, so this is far from a perfect resolution, but it's better than nothing

Initial Business Response /* (1000, 5, 2015/09/28) */
September 28,
Revdex.com
Via Revdex.com online complaint system
Re: Case #XXXXXXXX
To the Revdex.com:
Customer contacted the Revdex.com to complain that her phone insurance was canceled shortly
after she added it to her account and that she would like an insurance replacement for her broken phone
According to our records, since submitting her complaint, customer has ordered a new phoneOur Customer Liaison spoke to customer on September 25, and confirmed that customer's complaint has been resolved
Sincerely,
*** ***
Legal Director
Initial Consumer Rebuttal /* (2000, 7, 2015/09/28) */
Hi ***, hasn't it taken about days get this point? We don't have to proceedPlease retain the complaint in Credo's recordsThank U
***