Global Cellular Corp.

Please let me state again that the closing of this account on the end contract date is a courtesy as we had asked the customer numerous of times for a receipt of return of the SIM card and she responded that she lost her receipt and it should not be her responsibility to "prove to us" that she returned the SIM card.We will be notifying the collections agency within the next day or two that we have closed her account [redacted] can call them herself next week to verify that her account was closed with them

Regarding complaint # [redacted] , [redacted] 's daughter rented a cell phone from us from Septmeber **, until June **, Her billing cycle end date was the [redacted] of each month Each phone line is assigned a billing cycle through our system which has no connection to the time the order was placed or the end contract date When an order is placed a down payment is taken for the amount of the package plan the customer is on and this down payment is applied to the final bill We do not pro-rate the last bill, the customer is charged for the whole month regardless of how many days into the new billing cycle they use the phone, Our customer service emailed [redacted] on September **, and told him the last bill is not pro-rated weekly - "The billing cycle date is probably more relevant to the last month, since the last bill is not prorated weeklyContracts close as of the day we received the equipment and if her contract is closed after the [redacted] of June, even a day after, the charge for a full month will be incurredIf she plans to make June [redacted] her last day of usage, you can request to have the anticipated end date changed from the [redacted] to the [redacted] so that the day grace period for returning the equipment will be initiated immediately after the [redacted] of the month." The bill that [redacted] charged back is for the billing cycle time of May [redacted] - June *, a time which his daughter did use the phone (the first bill which I have attached) As his daughter did use the phone on June *, she was charged for the full month as she did go into the next billing cycle [redacted] charged back the second to last bill in the amount of $is valid In addition we have listened to every call from March **, 2014, the day [redacted] claimed he spoke with us and there are no phone calls to or from [redacted] on that day The reason the account was sent to legal collections is that [redacted] refuses to pay for a charge that is valid

We have listened to our calls on and could not find any between [redacted] and [redacted] [redacted] would not have been told by our company that using the phone a day after the end billing cycle that there would be no charges as this is not our company policy The reason we put it in writing in an email is to avoid problems such as this, a customer stating that we told them something that we have no record of Our company, as does any other cell phone company does charge for any usage passed a billing cycle end date [redacted] s daughters billing cycle end date was on the [redacted] of the month and she used the phone on the [redacted] of the month, a day into the next billing cycle As clearly stated in the email he was sent, any usage into the next billing cycle will be charged and that we do not pro-rate weekly but charge for the whole month We had properly followed through with [redacted] 's inquiries about this in writing and at this point [redacted] is just stating what he thought was said to him without anything in writing from us to back up his claims

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: As far as I'm concerned, if your records are audited you will have to provide a real bill which is not in 'word' format and all the numbers dialed as well as text messages I have no problem with that Your carefree attitude is quite disturbing and repulsive I DID call the hotel and that number should be on the bill which it is not and it also has the wrong address on it as well You are basically saying that I am lying about dialing '00' b/c maybe I am illiterate and do not know how to read? I am wrong - it was [redacted] it was [redacted] Here is the link [redacted] Maybe you should consult a lawyer because if I happen to not be lying this could be a bigger deal than you might think Messing with someone's credit score here in America is a serious issue In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

RevDex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [According to my carrier, [redacted] , my phone was unlocked and the SIM card did not work!] In order for the BBB to appropriately process your response, you MUST answer the question above. Sincerely, [redacted]

We believe we have answered the complaint and we see no reason for a further response

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID#***, and have determined that my complaint has NOT been resolved because:
Thank you to you and the Revdex.com for having efficiently pursued my complaintI am happy with the company's response but I require some clarification
They have said that they will close the account as normal, so ** September I am assuming that means I am not required to pay anything furtherHowever, since they have passed their grievance on to a collection agency how do I get a guarantee that this issue has been dropped and the agency will no longer require payment from me?
Please advise,
Sincerely,*** ***

Regarding complaint #***, we emailed the customer on September**, notifying her that we never received the SIM card backThe customer responded on October*, stating that she did return the SIM card at the airportWe asked her to please scan her receipt and forward it to usThe
customer never responded until she received a charge on her credit card, on October**, The customer called us the same day and said it is not her responsibility to provide us with a receipt and she asked to speak with a supervisorThe customer spoke with a supervisor on the same day and as per the tickets on the account, she would not let the supervisor speakThe same day, on October**, 2012, we received an email from the customer, which I will not attach due to the language in the email that she sentThe fact of the matter is that we never received the SIM card back and the customer could not provide a receipt showing that is was returned*** attempts to investigate the matter was met with some of the worst profanities I've heard a customer writeHad our enquiries been met with less hostility, this matter wouldn't have been escalated to this point.The charges that we charged the customer was for the daily plan she was on and those charges continued accruing until we closed the contract with a charge for a non-returned SIM.As a goodwill gesture we are willing to close the account on her end contract date, September**,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

They should be ashamed of themselves.  How dare you keep lying when you are affecting a person's life!  In one email you sent back to me I was told that the person who gave me the phone which I rented from your company is who I should be taking this matter up with.  Not only is this person in a foreign country, they obviously work for and represent your company!  I DID dial '00' - what are you not comprehending?  The phone you gave me had the feature blocked.  If you rented me the phone then why was '00' blocked and how is that my fault?  Also, I attached a copy of what I checked off - no where does it say that additional charges will be applied, nor does my bill show that I dialed the hotel several times when I got the phone b/c you obviously manipulated it.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I called the company while I was in Israel and they knew it wasn't working at that time. They offered no help to me for it to work. I was therefore without a usable phone for the entire trip. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
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 and the matter...

has been resolved. I have decided with Mr. Shlomo M[redacted] that a single overage charge (however not all 4) on the MiFi bill as well as both fees marked surcharge (with that being the VAT) on the bill are indeed valid charges. Shlomo will be refunding my credit card for all additional MiFi overage charges in addition to all prorated fees because the period before the bill cycle ended was only one day.I am glad that we were able to reach a conclusion and I am happy for the response. I will be awaiting the agreed upon refunds.
Thank you for your assistance and consideration.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
As far as I'm concerned, if your records are audited you will have to provide a real bill which is not in 'word' format and all the numbers dialed as well as text messages.  I have no problem with that.  Your carefree attitude is quite disturbing and repulsive.  I DID call the hotel and that number should be on the bill which it is not and it also has the wrong address on it as well.  You are basically saying that I am lying about dialing '00' b/c maybe I am illiterate and do not know how to read?  I am wrong - it was [redacted] it was [redacted].  Here is the link.. [redacted]  Maybe you should consult a lawyer because if I happen to not be lying this could be a bigger deal than you might think.  Messing with someone's credit score here in America is a serious issue. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,[redacted]

Regarding complaint #[redacted], [redacted]'s daughter rented a cell phone from us from Septmeber **, 2013 until June **, 2014.
Her billing cycle end date was the [redacted] of each month.
Each phone line is assigned a billing cycle through our system which has no connection...

to the time the order was placed or the end contract date.
When an order is placed a down payment is taken for the amount of the package plan the customer is on and this down payment is applied to the final bill.
We do not pro-rate the last bill, the customer is charged for the whole month regardless of how many days into the new billing cycle they use the phone,.
Our customer service emailed [redacted] on September **, 2013 and told him the last bill is not pro-rated weekly - "The billing cycle date is probably more relevant to the last month, since the last bill is not prorated weekly. Contracts close as of the day we received the equipment and if her contract is closed after the [redacted] of June, even a day after, the charge for a full month will be incurred. If she plans to make June [redacted] her last day of usage, you can request to have the anticipated end date changed from the [redacted] to the [redacted] so that the 10 day grace period for returning the equipment will be initiated immediately after the [redacted] of the month."
The bill that [redacted] charged back is for the billing cycle time of May * - June *, a time which his daughter did use the phone (the first bill which I have attached).
As his daughter did use the phone on June *, 2014 she was charged for the full month as she did go into the next billing cycle.
[redacted] charged back the second to last bill in the amount of $34.23 is valid.
In addition we have listened to every call from March **, 2014, the day [redacted] claimed he spoke with us and there are no phone calls to or from [redacted] on that day.
The reason the account was sent to legal collections is that [redacted] refuses to pay for a charge that is valid.

In reviewing this account, I see that we were in touch with the customer to explain the charges.  The reason that the bill was so high was because the customer dialed incorrectly. In addition to the terms and conditions, which were checked, indicating that she read...

them when she placed the order, I am also attaching the dialing instructions that are included with each rental. It clearly states that one must dial “001” to receive our guaranteed rates. Unfortunately she used a different 3rd party long distance provider and was charged higher rates. Tell us why here...

We have been in contact by email with the customer from the first email that he sent me.
As I explained to him, we have never had free text messages to the US. All the groups that have cellphone/SIM packages with unlimited calling, and texting in Israel, are charged for international texts....

I am [redacted]aching a sample order for the customer's group which clearly state that text messages outside of Israel are charged separately.The customer filled out the form online and agreed to all of our terms and conditions. And that overrides any miscommunication there might have been with one of our representatives.
Thank you,
[redacted]
IsraelPhones Billing

Please let me state again that the closing of this account on the end contract date is a courtesy as we had asked the customer numerous of times for a receipt of return of the SIM card and she responded that she lost her receipt and it should not be her responsibility to "prove to us" that she returned the SIM card.We will be notifying the collections agency within the next day or two that we have closed her account. [redacted] can call them herself next week to verify that her account was closed with them.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]First, it is absolutely true that I received an email with this text on Sept **, 2103.  At that time my daughter's return ticket was not set, so I did not follow up on it.  Once we booked her ticket, I called the [redacted] office to clarify the policy, and make any adjustments necessary so we would not be charged the extra month.  I spoke with [redacted] on 3/**/2014 at approximately 5 pm EDT.  He told me that "you won't be charged a month over day or two."  I was surprised because this statement seemed to contradict the email, but he was pretty adamant about it, and told me that to do otherwise would be "ridiculous."  I felt somewhat foolish for pressing the point.
Although [redacted] has no record of the call, I have included a copy of my hand-written notes from that conversation.  (BTW, I do not recall being advised that the call was being recorded. Did they inform me?)
Secondly, although [redacted] stated policy is to charge a full month's rental for even a partial day's use, I wonder whether this is a fair and honest policy, especially when it is coupled with backdating the billing date.
As my daughter returned her phone on June *, I presumed that the June ** bill was the final bill, and would be covered by the deposit as is IraelPhones stated policy.  On 6/**/2014 I sent [redacted] an email trying to clarify the charge that appeared on my credit card as they do not send me a bill, and it is all done by automatic deduction.  As they did not repond until 7/**/2014 (!), in the interim I informed my credit card company that I was disputing the charge.
In light of the above points, I still feel the charge is unwarranted.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[According to my carrier, [redacted], my phone was unlocked and the SIM card did not work!]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
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 and the matter has been resolved.
Sincerely, [redacted]

We have no interest in a SIM card not being used by our customers. On the contrary, we want them to use the cards a lot. We also checked the line and didn't see any problem. As such we can only conclude that the issue was with the actual phone.