Global Cellular Corp.

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]

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

Based on our review of the account, the phone was in fact not unlocked. As such the customer could not use our SIM card. However, we contracted with our supplier for the airtime required for her rental. As such we don't believe any credit is due as the fault was the customer's for not ensuring that...

the phone could use our SIM card.

We have listened to our calls on 03/**/14 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.

I contacted the customer by email and we have agreed upon a plan for the future.

Review: I rented a phone from this company overseas. The feature to dial out was blocked on my phone and the number given to dial for customer service was constantly ringing and no one would answer. I sent a friend who lives there a text explaining to her my problem in hopes of finding a resolution. The company had blocked out my dial out feature and the phone was set to dial out on an extension in which locals use. My friend has unlimited international calling and gets charged a flat fee each month. Btw, all the texts were not erased when I returned the phone and they were able to read them. The phone was hardly used b/c I used my iPhone locally. I used the phone to call my parents who have not heard from me for several days before getting the phone. THIS COMPANY HAD THE [redacted] TO TRY AND CHARGE MY DEBIT CARD MORE THAN DOUBLE THE AMOUNT OF WHICH I OWED! Thank goodness my bank detected a charge being put through without the actual card being present and stopped it from going through. I received notice from my banking institution and before I could blink an eye I had a credit collection company calling me and sending me letters! WHO THE HELL DO THEY THINK THEY ARE? I spoke with the collection company and told them that I was being scammed. They agreed and then managed to get this company to agree to a much lower price closer to what was due to begin with. BTW - the amount owed was under $200!!! They are trying to destroy my credit for under $200!!! Are they crazy??? The collection company reported this to credit bureaus and my credit score declined 71 points in ONE month! If this does not get resolved, I am going to seek legal action and report them to the news. THIS IS ABSURD BEHAVIOR! HOW DARE THEM!Desired Settlement: This better get taken off my credit report b/c the amount owed to them before trying to scam me is going to cost them more in legal fees. I am fuming from the ears! I am a citizen of that country as well and they ruined my whole vacation!

Business

Response:

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...

Consumer

Response:

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,

Consumer

Response:

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,

Business

Response:

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

Review: In bill [redacted], I am being charged twice for everything from the first three items at a larger and smaller amount. I am assuming that the first charge at the smaller amount is for one day because I picked up my phone on October [redacted] and my billing cycle ends on the [redacted]. However, the charge is about 1/4th of the monthly fee. Additionally, I am being charged for the US forwarding number when I was never provided with access to it during the entire first billing period. Additionally, on bill [redacted] I have 4 overages charges - none of which I can find in the terms of how a MiFi is rented out or the original contract. I have attempted to contact Allwin K[redacted] twice via the [redacted] email account which your company has responded to in the past. When asking Allwin about my bill, he has failed to respond with an explanation.Desired Settlement: 1) I am requesting that the lower priced line item for every repeated charge on bill [redacted] be billed at 1/xth the rate of the monthly fee for that service (where x represents the number of days in a standard billing cycle).

2) I am requesting the removal of all US local number charges from before November *, 2015 due to your failure to provide the necessary information in the method that Allwin previously stated would occur eventually on 9/**/2015.

3) I am requesting the explanation of all overage charges on bill [redacted] when all information about a MiFi states that "Plan is limited to 20GB per month. After 20GB, the speed drops to 100kb/sec." In my interpretation of this statement, there should be no excess charges whatsoever on a MiFi based on any information from your website. Seeing such, I am also requesting the removal of these excess charges as well as any excess charges on the number [redacted] for the duration of the contract period (through May **, 2016).

4) An explanation for both bills as to what the line item in both bills named "surcharge" is for. As it is not delineated what the reason is, I will dispute that part of the charge as well until an explanation is given.

Business

Response:

I contacted the customer by email and we have agreed upon a plan for the future.

Consumer

Response:

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,

Review: In September 2012 I visited [redacted] for 7 days for a wedding. At [redacted] airport I rented a SIM card (just the card) from Global Cellular Corp/[redacted] Phones. I paid for a plan that allowed for unlimited data and local calls and texts. I made some international phone calls, those were all charged to my credit card.

On my departure I returned the SIM to Global Cellular's kiosk at [redacted] Airport. As I recall the staff were having some issues processing returns, I cannot recall if I received a receipt.

A few weeks later I noticed a charge for approximately $400 on my credit card. The company, Global Cellular, stated they were for the non-return of a SIM card. The SIM card was NOT used since I returned it, this they confirmed, but they charged me as though I was still continuing with the plan I had originally purchased.

I got [redacted] to handle the dispute as a fraud charge, which they were able to do and I received a full refund for those charges some time in January/February 2013.

Today (** November 2014) I received a letter from a [redacted] credit agency asking for $434.79 plus interest on behalf of Global Cellular Corp. I had not received any communications from Global Cellular since 2012, nor did I receive any warning that my account would be handed over to a collection agency.

Much of the paperwork from 2 years ago is no longer with me, so it is difficult for me to deal with these charges, that have already technically been dealt with. Also, it should be noted that regardless of Global Cellular's policies, they are asking for $434.79 for a SIM card, nothing more. More importantly, I had returned that SIM card, it is Global Cellular Corp's fault that they did not process the return correctly.

This is ridiculous and ludicrous that it has continued for this long. I am asking for your assistance in resolving this matter.Desired Settlement: I do not require a refund but I would ask that Global Cellular stops the collection agency from asking for money and potentially damaging my credit score.

Business

Response:

Regarding complaint #[redacted], we emailed the customer on September**, 2012 notifying her that we never received the SIM card back. The customer responded on October*, 2012 stating that she did return the SIM card at the airport. We asked her to please scan her receipt and forward it to us. The customer never responded until she received a charge on her credit card, on October**, 2012. 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 supervisor. The customer spoke with a supervisor on the same day and as per the tickets on the account, she would not let the supervisor speak. The 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 sent. The 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. [redacted] attempts to investigate the matter was met with some of the worst profanities I've heard a customer write. Had 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**, 2012.

Consumer

Response:

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:

Thank you to you and the Revdex.com for having efficiently pursued my complaint. I 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 2012. I am assuming that means I am not required to pay anything further. However, 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,

Business

Response:

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.

Consumer

Response:

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,

Review: my wife rented a cellular phone from a distributor of israel phones,[redacted] of [redacted],for use during travel outside the usa. from the first time she used the cellphone there were issues as it turns out the charger was not the right fit for this phone and as a result there were many lost calls and when working poor reception. my wife was there on business for a few days and had to often rely on other means of communication. the cell phone worked but only sporadically and as such made her connectivity limited. when she picked up the cell phone prior to her travels she furnished the distributor with a valid american express card for payment to be billed after the cell phone was returned. my wife returned the phone and talked to the distributor who recognized that the charger for the phone was not the right charger as it did not fit well,and they told her that was the reason that the phone did not function appropriately. my wife contacted american express customer service to file a complaint and that case is ongoing. as such american express withheld the payment, a total of $67, from israel phones. instead of awaiting the outcome of the arbitration of this issue, israel phones has sent this bill to a collection agency.when my wife called israel phones to discuss this,the person who answered the call,named [redacted],was rude and totally unprofessional in her interaction with my wife. this action of sending the account to a collection agency is UNETHICAL business practice on several levels; they have our american express card account information and in fact they have submitted charges to them,american express has set up an investigation of this matter and as such they have taken back the money from israel phones pending the outcome of this investigation.yet knowing all this they have sent the case to collection for our failure to pay.based on american express complaint guidelines that should not be allowed to occur.Desired Settlement: israel phones must retract the collection claim immediately and be bound by the agreement with american express to await their decision with regard to the complaint filed by my wife with them against israel phones for not providing acceptable services.

Business

Response:

Per our records the customer never contacted us during the term of the rental, otherwise we would have been happy to replace the charge immediately at no charge. Having said that, I am attaching the invoice in question which shows many successful, some for lengthy durations.

Regarding the credit card charge, we were informed by Amex that the customer charged it back. As such, they received their money back, however on our books the invoice is still owed. We attempted to collect directly from the customer, however we were not successful. At this point we forwarded the outstanding debt to our collection agency to pursue payment.

I am also attaching our terms and conditions which state that we must be given the opportunity to remedy any situation, before we issue a credit.

Yours,

IsraelPhones Billing

Consumer

Response:

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 have read the response of the company, and have no issue regarding payment. However as per agreement with American express when an investigation is ongoing with regard to a complaint it is beholden on the merchant as well as the customer to await a final decision from AMEX. This is so because if AMEX decides in favor of the merchant they will automatically debit our card for the total amount. As such I would be paying twice for the same service. Israel phones decided to bypass that part of their merchant agreement with AMEX. They have left one voicemail at our home phone, did not give us a chance to respond and immediately sent the $67 bill to a collection agency. My wife has left numerous messages with this collection agency as each time she calls no one answers the telephone, and no one has returned her call. Israel phones does not wish to take any responsibility for the issue, and has put the burden on the customer. The one conversation that my wife tried to have with their representative named [redacted], this past Sunday, January ** did not resolve anything as [redacted] was not willing to listen to my wife, acted in an extremely rude and disrespectful manner, and refused to allow her to talk to someone else in the company who is willing to have a calm and respectfully conversation with regard to this matter. We are eager and willing to resolve this matter, but take affront that the merchant instead of discussing the issue sent the bill to a collection agency. The sum total is $67.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

When I went to the Amex website I saw that the case was decided in favor of the customer and that they have charged the amount back to us. As such, from our perspective the case is over with Amex and we therefore pursued it with the collection agency. If we were to receive the money twice we would refund it back to the customer, however at this point it was charged back and we have an outstanding debt.

Yours,

IsraelPhones Billing

Consumer

Response:

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

we have spoken to AMEX and they decided after investigation that we were correct,that Israel Phones did not provide the level of service that was expected,and as such we should not be liable for the charges.Unfortunately, despite that Israel Phones, still holds us totally responsible for the total payment. SHAME on them, they accept AMEX as merchants,but do not wish to abide by the agreement rules as merchants.They have never reached out to offer at least some reduction in payment,knowing full well that the service they provided were inadequate and caused my wife problems in conducting her business while in Israel, as she was reliant on their phone.

Review: I rented a SIM card for use in Israel. The SIM card didn't work even though my phone had been unlocked at home from [redacted]. I called and spoke to them but got no help. I was charged $112 for the card. When I disputed it with [redacted], Global Cellular sent it to a collection agency and even charged me interest.Desired Settlement: I would like to have them rescind the amount due from the collection agency and say that I don't owe them anything.

Business

Response:

Based on our review of the account, the phone was in fact not unlocked. As such the customer could not use our SIM card. However, we contracted with our supplier for the airtime required for her rental. As such we don't believe any credit is due as the fault was the customer's for not ensuring that the phone could use our SIM card.

Consumer

Response:

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,

Business

Response:

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.

Consumer

Response:

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,

Review: I rented a cell phone for my son for use during a trip to Israel this past summer. The rental period was from July *-August *, 2013. They charged my [redacted] card three different times -- twice under the name [redacted], and once under Global Cellular -- which I paid, the last payment having been remitted in September, There were no further charges in October. In November, a charge for $21.17 under the name [redacted] appeared on my [redacted] card. When I logged into the account I was provided with from Global Cellular/[redacted], there was an invoice with the amount, but absolutely no usage of any kind indicated, as there had been (and quite lengthy and detailed) in the other invoices. Calls to Global Cellular/[redacted] were never returned (there was only voice mail on which to leave a message). I called [redacted] and disputed the charge. [redacted] contacted the company, but they never responded and [redacted] reversed the charge. Shortly thereafter, I was contacted by a collection agency based in Manhattan, called Bilateral Credit Corp. I sent them copies of all my [redacted] bills and any other documentation I felt would help, but the person there, who is also [redacted] -- insisted that I still owe $21.17 (plus interest now, of course). He even asked what the big deal was, because it's "such a small amount" -- but whatever the amount, it is incorrect, and I am convinced that the company slipped in this charge hoping it wouldn't be noticed. However, it was, and I will not be paying it.Desired Settlement: I want the bill for $21.17 dropped, my account shown as paid in full, and a letter from the company acknowledging that I owe nothing.

Business

Response:

We didn't "slip any bills in" to her account.

The customer rented our phone for 29 days at $2.99 per day which comes to

$86.71. We billed her the $86.71 in three bills, the last of which was $21.17.

Attached are all three bills, the package amount is on the first line of each

bill.

All three bill are legitimate bills for her cell phone. We regret any inconvenience in her being responded to, as this was our busiest season.

Yours,

[redacted] Billing

Consumer

Response:

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:

The company has responded to this Revdex.com inquiry by claiming that I have been billed a total of $86.81. How, then, have I managed to have paid them a total of $138.12? ($99.47 + $17.75 + $20.89) After the third bill for $20.89, the next billing cycle passed with no charge. Then the following month, another charge suddenly appeared for $21.17. I disputed the charge with [redacted] put in an inquiry with the company, but they never responded and the charge was reversed by [redacted]. Soon thereafter, a bill collection agency (Bilateral Credit) sent me a letter claiming I owe $21.17 plus interest. I sent a letter to the collection agency the agency and received a phone call insisting that I am in error. Clearly, I am not.

I am attaching copies of four [redacted] bills (three paid, as well as the one in dispute), and also the invoices posted to my account by the company, under two different names -- [redacted] and Global Cellular aka Global Direct. They total $159.29, of which I paid $138.12 (since I have not paid and will not pay the $21.17 they say I owe) -- and meanwhile they're claiming they only billed me $86.81?

[redacted]/Global Cellular aka Global Direct are clearly trying to slip in charges. I suppose they think most people don't check their credit card bills.

-- [redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We acknowledge all of those charges. We were informed by [redacted] that the charge of $21.17 was reversed to the customer. That doesn't mean that the debt is not outstanding, only that [redacted] is reversing the charge, however the invoice remains owed to us.

At this point we have not been able to collect the debt, so we turned it over to our collection agency.

Thank you,

[redacted] Billing

Consumer

Response:

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:

Review: We rented a sim card from you for our daughter for a little under 9 months, and paid you for a full 9 months. For your own reasons, you set the billing day (the [redacted] of the month) to be a few days before she received the card (9/**/2014) and did NOT pro-rate that month, but charged us for a full month. That's OK. On 3/**/2014 after booking her return ticket, we called your office to clarify the return policy, and [redacted] informed us she could use the phone and return it to you one day after that billing day (6/*/2014), and we would NOT be charged for an entire extra month. Had he not made this statement, she would not have used the phone that day. You are now insisting that we pay another full month's rent for that extra day, and refuse to stand by the statements that your employee made to me. Indeed you have already turned us over to collections just days after the last statement was generated.Desired Settlement: Recognize that a representation by your employee to us is binding, that arbitrarily moving the billing date is not acceptable, that you were paid 9 months rental for 9 months use, and therefore that the account has been paid and full, and there is no need to turn to collection.

Business

Response:

Regarding complaint #[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.

Consumer

Response:

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,

Business

Response:

We have listened to our calls on 03/**/14 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.

Consumer

Response:

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:

At least both [redacted] and I agree that [redacted] was working there on 3/**/2014—otherwise there would be no need for them to listen to the phone calls on that day—they would just say [redacted] doesn’t work here or he wasn’t working that day. It seems to me that the only way I could have known there even was a [redacted] working at their office on that day was if I had spoken to him. My written notes support that contention.

As it took [redacted] over one month just to respond to my email about this issue, it is hard for me to believe that they were able to do an exhaustive search of all the phone calls on a day over four months ago so quickly, and definitively conclude that "there were no phone calls to or from [redacted] that day."

[redacted] and I also agree that I received an email early in September (it came on the [redacted], not [redacted]) declaring their policy. It was precisely because of this email that I called on 3/**/2014 (after the departure date was finalized) with the intention to adjust the end date as recommended in the email. [redacted] told me it would not be necessary.

I am so disappointed in [redacted]' response to this issue, since I tried in good faith to abide by the stated policies of the company . Had I not called to adjust the end date, their policy would have been to charge me for another month. But since I did call, and I was informed that I would not be charged for another month, they decided to charge me for a full month anyway, in spite of what their representative said. Is there anything I could have done in these circumstances to avoid the charge for an extra month?

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Good afternoon,

This e-mail contains concerns and feedback in regards to Israel Phones and the events revolving around the rental of an Israel Phone for my daughter, [redacted] for her Kesher Birthright trip in December 2015.

I contacted Israel phones on 12/**/2015 after the Birthright meeting for parents at the Chicago Jewish Federation offices. I was recommended to Israel Phones by the Birthright representative. She explained that the package was a good deal and to contact Israel phones. I first contacted my daughter’s cellular provider [redacted] and was told the package would cost $124.00.

I then spoke to one of the Israel Phones representative to compare cost. The representative told me the package cost and we determined the $80 package would be the best for my daughter. The representative explained that the package would include a local USA number, unlimited data, talk and text.

This appeared to be a much better package than [redacted].

After my daughter trip, I was charged the following:

1/*/2016-$10.15

1/*/2016- $307.20

2/*/2016- $204.48

This included double charging $80.00.

Because we were given a Local USA number, I trusted their representative when I was told unlimited data, talk and text. I would never have taken the package knowing it would cost me over $500.00 when I could have taken the package from [redacted] for $124.00.

Israel Phones refuses to return my calls. They e-mailed me to say that my contract did not include text messages. They also refuse to explain all their charges. I have filed a complaint with the Revdex.com

My major concern is that they sent me an general e-mail while my daughter was in Israel that said if her trip is near the end of a month you should not be charged double. In fact I was charged double. If I did not check my charges I would never have known.

How many Birthright participants have been charge double and did not catch it. I feel I would be wise to let past participant know to check their bills. Israel Phones may have gotten away with double charging hundreds of participants. I would be happy to support an independent audit of Israel Phones.

Please let future participants know that the Israel Phones packages do not include unlimited text and calls even though they give you a local phone number. Actually, the package includes no texts. They also include unlimited data but do not give you a data capable phone.

US cellular carriers are a much better deal than paying over $500.00. As of this date, Israel Phones refuses to communicate by phone or cooperate. They have even gone so far as to triple charge me.

Please feel free to contact me with any questions.

###-###-####Desired Settlement: Remove all charge other than the quoted price of $80.00 plus equipment rental charges of $13.00.

I am requesting they honor the sales representative on the phone who promised a local phone number, unlimited talk, text and data for the 10 that my daughter was using the phone.

Business

Response:

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

Review: I ordered an Israel Phones rental for my Birthright trip to Israel from May **-June **. On my first bill, I noticed that there were some charges for data. I didn't access the internet, and was told by Israel Phones that this happens even if you accidentally click the internet button. They said they would be able to block future data, but this was after June *. On my final bill, I noticed an additional $30 of data charges on the line. These charges occurred on or around June *. I contacted Israel phones and was told that they couldn't refund the data charges because the data was accessed prior to when the request to block data was made. I didn't access the internet on my phone - these data charges were likely as a result of the internet button being pushed while my phone was in my pocket. The device was hard to lock (And often came unlocked). Furthermore, I don't remember being warned that accidentally clicking on the internet button meant that a data charge would occur. It is unacceptable that I am charged $30 in accidental clicks, given that I didn't load any websites on my phone.Desired Settlement: I request a $30 refund for the inadvertent data charges on this line.

Business

Response:

As we wrote to the customer, "Please note that even going into the home page or browser momentarily will access data. Although the data is charged per day that it is accessed, the estimated usage displays the data access in increments of 1mg."

Additionally, the customer could have opted to take a data plan. Since this was not chosen, the daily data charge was incurred.

Business

Response:

I am attaching a sample order form for the group that the customer would have filled out. The customer filled out the form online, but he would have seen the exact same items.

If you look at step 3, you can choose a data plan. Underneath those options is the following wording, "Please note: Data is available on all lines. Use of the service without a plan will be charged at a set rate of $10 per day, for the days on which there is data access on the line."

It seems clear that the customer knew about the data on the phone.

Consumer

Response:

[redacted]:

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:

Ok, but that doesn't address the dishonest practice of charging $10/day for data access, even if it is accessing the homepage. The company knows I didn't intentionally access data but is charging me a fee because their policy allows them to. This is not fair and I will not accept this.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,