Great Call Reviews (%countItem)
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Address: PO Box 4428, Carlsbad, California, United States, 92018-4428
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I purchased a Great Call medical alert system on February 12, 2018. It arrived about 12 days later. I returned it the next day. The Medical Alert does not have a volume control and I would have difficulty hearing a response. I called Great Call and told them I was not accepting the package and I am returning it via USPS since that is how it was delivered. I never opened the package and told them about my severe hearing loss. They gave me a confirmation number and told me I would be charged $10.00 as a restocking fee. I paid $88.68. I was expecting a refund of $78.68 and after several calls I received a refund of $66.49 on April 11, 2018. I immediately call Great Calland I told them I expected $78.68. After being on phone for 25 minutes they told me after they received the returned Medical Alert I would have to pay their shipping cost of $12.19 to another Great Call address. I already paid for shipping when I received the item and I returned the medical alert package unopened. They would not refund the $12.19 and that is why I am contacting Revdex.com.
Re: *** Account *** File ***
To Whom It May Concern:
On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint.
We appreciate the opportunity to respond Ms. complaint and have completed an audit of Ms. GreatCall account.
The account was established on February 10, 2018, with the direct purchase of a Lively Mobile device.
On February 16, 2018, Ms. contacted GreatCall to close her account. GreatCall provided return instructions and went over the refund process.
A refund, pursuant to our 30-Day Return Policy, was issued on April 10, 2018. As indicated in our 30-Day Return Policy, the original shipping charges are non-refundable.
GreatCall’s 30-Day Return Policy is printed in the Terms and Conditions section of the User Guide packaged with the handset and is available for review on our website, https://www.greatcall.com/legal/guarantee.
We apologize for any inconvenience this situation may have caused.
Best Regards.
Re: *** Account *** File ***
To Whom It May Concern:
We appreciate Ms. additional feedback and comments. As previously mentioned, as indicated in our 30-Day Return Policy, the original shipping charges are non-refundable.
We apologize for any inconvenience this situation may have caused.
Best Regards.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
***
I returned Great Call Medical Alert unopened. Ten dollars was subtracted from the original bill for restocking fee. When I called to return this item this is what I was told.
I purchased a Great Call medical alert system on February 12, 2018. It arrived about 12 days later. I returned it the next day. The Medical Alert does not have a volume control and I would have difficulty hearing a response. I called Great Call and told them I was not accepting the package and I am returning it via USPS since that is how it was delivered. I never opened the package and told them about my severe hearing loss. They gave me a confirmation number and told me I would be charged $10.00 as a restocking fee. I paid $88.68. I was expecting a refund of $78.68 and after several calls I received a refund of $66.49 on April 11, 2018. I immediately call Great Calland I told them I expected $78.68. After being on phone for 25 minutes they told me after they received the returned Medical Alert I would have to pay their shipping cost of $12.19 to another Great Call address. I already paid for shipping when I received the item and I returned the medical alert package unopened. They would not refund the $12.19 and that is why I am contacting Revdex.com.
Re: *** Account *** File ***
To Whom It May Concern:
On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint.
We appreciate the opportunity to respond Ms. complaint and have completed an audit of Ms. GreatCall account.
The account was established on February 10, 2018, with the direct purchase of a Lively Mobile device.
On February 16, 2018, Ms. contacted GreatCall to close her account. GreatCall provided return instructions and went over the refund process.
A refund, pursuant to our 30-Day Return Policy, was issued on April 10, 2018. As indicated in our 30-Day Return Policy, the original shipping charges are non-refundable.
GreatCall’s 30-Day Return Policy is printed in the Terms and Conditions section of the User Guide packaged with the handset and is available for review on our website, https://www.greatcall.com/legal/guarantee.
We apologize for any inconvenience this situation may have caused.
Best Regards.
Re: *** Account *** File ***
To Whom It May Concern:
We appreciate Ms. additional feedback and comments. As previously mentioned, as indicated in our 30-Day Return Policy, the original shipping charges are non-refundable.
We apologize for any inconvenience this situation may have caused.
Best Regards.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
***
I returned Great Call Medical Alert unopened. Ten dollars was subtracted from the original bill for restocking fee. When I called to return this item this is what I was told.
I initially bought my grandma her 1st Jitterbug in 2007 and the problems started there. We've tried other phones but unfortunately we're forced to use this company. It's this monopoly that I believe they use to treat people however they choose. Many times they've left my grandma in dangerous positions. Most recently, I ordered her a new replacement phone, paid for expedited shipping,drove from AZ to TX where she now lives on as ranch with her daughter. She's alone all day, the phone is her lifeline. I've explained and expressed the situation and my concern to the "customer service" agents more times than I can count since she moved there in 2010. The phone arrived late Wednesday 3/21, we were leaving the next morning, something I explained to the agent when I ordered the phone the previous Friday. It was my grandma's 93rd birthday and she asked for a red phone. I repeatedly told the agent upon ordering she wanted red, make sure it's red, it needs to get there Tues, we're driving from AZ to TX to ensure she has a working phone AND, we're getting the Greatcall lively button. These must be set up & working before we leave. A gray phone was sent. When I initially called to complain, I was told, "it's just a phone, I don't know why there's such a problem." Again, this is my 93 yr old grandma's lifeline, means of outreach to family and friends on a daily basis. I requested a supervisor and after 8 minutes was advised a red phone would be sent fully activated as well as a $30 credit. I accepted because there's essentially no other choice. However, I tried to reach my grandma all day today, 3/23 and it just went to vm so I thought she's talking with others, but was horrified to find out she went without a phone ALL DAY! It was turned off, but there was no way for anyone to know. No new phone, no current phone, nothing all day!My family and I are beyond upset. Greatcall consistently screws up but someone has to hold them accountable. These are people's lives, especially when you choose to serve seniors.
To Whom It May Concern:
On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint.
We appreciate the opportunity to respond to Ms.’s complaint and have completed an audit of her GreatCall account.
Our records show the Ms. contacted GreatCall on Friday, March 16, 2018, to process an order for a replacement phone for her grandmother, using the Handset Replacement Option service. Ms. requested to receive a red phone instead of the current silver color. An order was processed for the replacement, with expedited shipping. Orders shipped via expedited shipping, deliver in 2-3 business days. The $35.00 cost of the phone and shipping was added to the next invoice for payment.
GreatCall’s Handset Replacement Option (HRO), is a no questions asked phone replacement program. If a handset is ever lost, stolen, or broken, HRO ensures it is replaced quickly with no questions asked, however, the replacement is “like-for-like” same model (if available) and same color.
On Wednesday, March 21, 2018, the HRO order was delivered. Ms. contacted GreatCall as the phone received was graphite and not red. We explained the HRO service and since Ms. was told she would receive a red phone, we agreed to send a red phone. Ms. stated that she was in Texas to assist her grandmother with the activation of her phone, she requested that we send a pre-activated phone and expedited to her grandmother’s address. An order was processed, the pre-activated of the phone was on the next business day and expedited. Ms. additionally wanted to activate a retail purchased, Lively Mobile medical alert device. Due to the issues she had experienced with the Flip phone, we waived the $35.00 activation fee for the new line of service and placed a $30.00 credit to the account, the Lively Mobile was added to the account and activated. To pre-activate a phone with the same phone number, the phone number is transferred to the new phone, which de-activates the current the phone.
On March 24, 2018, Ms. contacted GreatCall because her grandmother’s phone was not working. We explained that she had requested a pre-activated phone and that in doing so, her grandmother’s current phone would not be able to make or receive calls. We did advise that her grandmother was safe as she could call 911 with her current phone or use her Lively Mobile device for assistance.
On Monday, March 26, 2018, Ms. called to check the status of the phone. We let her know that USPS attempted to deliver the pre-activated phone, but there was no one to receive the delivery and a notice was left. We provided the tracking information and advised Ms. to contact USPS to reschedule deliver. On Tuesday, March 27, 2018, the phone was delivered.
We apologize for any inconvenience this situation may have caused.
Best Regards.
I initially bought my grandma her 1st Jitterbug in 2007 and the problems started there. We've tried other phones but unfortunately we're forced to use this company. It's this monopoly that I believe they use to treat people however they choose. Many times they've left my grandma in dangerous positions. Most recently, I ordered her a new replacement phone, paid for expedited shipping,drove from AZ to TX where she now lives on as ranch with her daughter. She's alone all day, the phone is her lifeline. I've explained and expressed the situation and my concern to the "customer service" agents more times than I can count since she moved there in 2010. The phone arrived late Wednesday 3/21, we were leaving the next morning, something I explained to the agent when I ordered the phone the previous Friday. It was my grandma's 93rd birthday and she asked for a red phone. I repeatedly told the agent upon ordering she wanted red, make sure it's red, it needs to get there Tues, we're driving from AZ to TX to ensure she has a working phone AND, we're getting the Greatcall lively button. These must be set up & working before we leave. A gray phone was sent. When I initially called to complain, I was told, "it's just a phone, I don't know why there's such a problem." Again, this is my 93 yr old grandma's lifeline, means of outreach to family and friends on a daily basis. I requested a supervisor and after 8 minutes was advised a red phone would be sent fully activated as well as a $30 credit. I accepted because there's essentially no other choice. However, I tried to reach my grandma all day today, 3/23 and it just went to vm so I thought she's talking with others, but was horrified to find out she went without a phone ALL DAY! It was turned off, but there was no way for anyone to know. No new phone, no current phone, nothing all day!My family and I are beyond upset. Greatcall consistently screws up but someone has to hold them accountable. These are people's lives, especially when you choose to serve seniors.
To Whom It May Concern:
On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint.
We appreciate the opportunity to respond to Ms.’s complaint and have completed an audit of her GreatCall account.
Our records show the Ms. contacted GreatCall on Friday, March 16, 2018, to process an order for a replacement phone for her grandmother, using the Handset Replacement Option service. Ms. requested to receive a red phone instead of the current silver color. An order was processed for the replacement, with expedited shipping. Orders shipped via expedited shipping, deliver in 2-3 business days. The $35.00 cost of the phone and shipping was added to the next invoice for payment.
GreatCall’s Handset Replacement Option (HRO), is a no questions asked phone replacement program. If a handset is ever lost, stolen, or broken, HRO ensures it is replaced quickly with no questions asked, however, the replacement is “like-for-like” same model (if available) and same color.
On Wednesday, March 21, 2018, the HRO order was delivered. Ms. contacted GreatCall as the phone received was graphite and not red. We explained the HRO service and since Ms. was told she would receive a red phone, we agreed to send a red phone. Ms. stated that she was in Texas to assist her grandmother with the activation of her phone, she requested that we send a pre-activated phone and expedited to her grandmother’s address. An order was processed, the pre-activated of the phone was on the next business day and expedited. Ms. additionally wanted to activate a retail purchased, Lively Mobile medical alert device. Due to the issues she had experienced with the Flip phone, we waived the $35.00 activation fee for the new line of service and placed a $30.00 credit to the account, the Lively Mobile was added to the account and activated. To pre-activate a phone with the same phone number, the phone number is transferred to the new phone, which de-activates the current the phone.
On March 24, 2018, Ms. contacted GreatCall because her grandmother’s phone was not working. We explained that she had requested a pre-activated phone and that in doing so, her grandmother’s current phone would not be able to make or receive calls. We did advise that her grandmother was safe as she could call 911 with her current phone or use her Lively Mobile device for assistance.
On Monday, March 26, 2018, Ms. called to check the status of the phone. We let her know that USPS attempted to deliver the pre-activated phone, but there was no one to receive the delivery and a notice was left. We provided the tracking information and advised Ms. to contact USPS to reschedule deliver. On Tuesday, March 27, 2018, the phone was delivered.
We apologize for any inconvenience this situation may have caused.
Best Regards.
I used my *** card to purchase the plan, and set up my *** card for monthly automatic payments.
My credit card has not changed.
When my bill was due, they did not debit my *** account. I called to have that card used to make the payment and the phone carrier said the expiration date on the card was rejected
I called my credit union which confirmed my card has not changed.
I tried calling great multiple times to make that payment using that credit card & they keep asking for additional bank information to take a payment, since my credit card is rejected.
when I tried to set up an account on mygreatcall.com, it did not accept my password, it did not give the option to have a new password emailed to me if I did not provide a password first.
I sincerely believe this company is being even more unfair to the elderly. Please check them out.
I also was charged usage fee for going over 700 texts which is suspect, but I am willing to eat that charge, though it does give me more reason to mistrust them & what they might be doing to the elderly.
Re: *** Account *** File ***
To Whom It May Concern:
On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint.
We appreciate the opportunity to respond Ms.’ complaint and have completed an audit of her GreatCall account.
Ms.’s began service with GreatCall on November 28, 2017, with the direct purchase of a Jitterbug Smart. Ms. account was set up on recurring billing and the first payment was charged to her card.
The next invoice generated on January 3, 2018 and we were unable to charge the card on file.
On January 31, 2018, Ms.’ placed a call to GreatCall’s Financial Services department to make a payment. Ms. provided a different expiration date and the card was updated. When GreatCall attempted to charge the card, it declined and Ms.’ agreed to contact her financial institution.
On the same day, Ms. contacted GreatCall to attempt the payment once more and it declined. GreatCall offered to call the financial institution with Ms. on the line and she declined. GreatCall also offered to process the payment with a different card or bank account however, Ms. declined. Ms. stated she would mail in her payment and disconnected the call.
On February 3, 2018 Ms. contacted GreatCall’s automated system to process a payment of $29.20 using a new credit card. At the time, recurring billing was not set up.
The invoice generated on March 4, 2018 included overages of $7.10 for text messages. GreatCall charges an overage fee of $0.10 per message once the allotted amount has been reached. Ms. account was set up with 700 text and picture plan and she exceeded the monthly amount.
Ms. contacted GreatCall on March 16, 2018 to make a one-time payment for the balance of $66.41. At the time, Ms. declined to set up recurring billing.
Ms. contacted GreatCall on April 18, 2018 to disconnect the account. GreatCall disconnected Ms. account and as a courtesy provided a credit for the remaining balance.
We apologize for any inconvenience this situation may have caused.
Best Regards.
I used my *** card to purchase the plan, and set up my *** card for monthly automatic payments.
My credit card has not changed.
When my bill was due, they did not debit my *** account. I called to have that card used to make the payment and the phone carrier said the expiration date on the card was rejected
I called my credit union which confirmed my card has not changed.
I tried calling great multiple times to make that payment using that credit card & they keep asking for additional bank information to take a payment, since my credit card is rejected.
when I tried to set up an account on mygreatcall.com, it did not accept my password, it did not give the option to have a new password emailed to me if I did not provide a password first.
I sincerely believe this company is being even more unfair to the elderly. Please check them out.
I also was charged usage fee for going over 700 texts which is suspect, but I am willing to eat that charge, though it does give me more reason to mistrust them & what they might be doing to the elderly.
Re: *** Account *** File ***
To Whom It May Concern:
On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint.
We appreciate the opportunity to respond Ms.’ complaint and have completed an audit of her GreatCall account.
Ms.’s began service with GreatCall on November 28, 2017, with the direct purchase of a Jitterbug Smart. Ms. account was set up on recurring billing and the first payment was charged to her card.
The next invoice generated on January 3, 2018 and we were unable to charge the card on file.
On January 31, 2018, Ms.’ placed a call to GreatCall’s Financial Services department to make a payment. Ms. provided a different expiration date and the card was updated. When GreatCall attempted to charge the card, it declined and Ms.’ agreed to contact her financial institution.
On the same day, Ms. contacted GreatCall to attempt the payment once more and it declined. GreatCall offered to call the financial institution with Ms. on the line and she declined. GreatCall also offered to process the payment with a different card or bank account however, Ms. declined. Ms. stated she would mail in her payment and disconnected the call.
On February 3, 2018 Ms. contacted GreatCall’s automated system to process a payment of $29.20 using a new credit card. At the time, recurring billing was not set up.
The invoice generated on March 4, 2018 included overages of $7.10 for text messages. GreatCall charges an overage fee of $0.10 per message once the allotted amount has been reached. Ms. account was set up with 700 text and picture plan and she exceeded the monthly amount.
Ms. contacted GreatCall on March 16, 2018 to make a one-time payment for the balance of $66.41. At the time, Ms. declined to set up recurring billing.
Ms. contacted GreatCall on April 18, 2018 to disconnect the account. GreatCall disconnected Ms. account and as a courtesy provided a credit for the remaining balance.
We apologize for any inconvenience this situation may have caused.
Best Regards.
I called today and spoke with a representative that refused to help me. I didn't know the extent of my grandmother's dementia and that she was not able to use the phone. I am asking for a refund of the 100 dollars I got charged today for the service, not the phone. My grandmother's phone hasn't even been turned on since probably November. I did not know this. When I spoke to a representative, she told me it was like renting a car. Which is not the case in the slightest. With a car you are in possession of the vehicle and no one else will be able to use the product, however with this case, this service can be used by however many people, and my grandmother was not in possession of the service, thus me getting a refund for a service that was not used, would not hinder the business in any way.
To Whom It May Concern:On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. We appreciate the opportunity to respond to Ms. complaint and have completed an audit of her GreatCall account. Our records show that Ms. account was established on 10/26/2017, with the direct purchase of a Jitterbug Flip cell phone. The order totaled $133.57, was paid for with *** ending *** and recurring billing was accepted. On 3/15/2018, Ms. called to cancel the account as her payment processed for $100.00 and her Grandmother is not using the phone. The disconnect order was processed to complete 4/3/2018.After reviewing the account, we see that the phone has not been used and have closed the account as of 3/16/2018. Additionally, we have refunded $101.52 to the *** ending *** and it should post to the account within 3-5 business days, depending on the credit card company.We apologize for any inconvenience this situation may have caused.Best Regards.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards
I called today and spoke with a representative that refused to help me. I didn't know the extent of my grandmother's dementia and that she was not able to use the phone. I am asking for a refund of the 100 dollars I got charged today for the service, not the phone. My grandmother's phone hasn't even been turned on since probably November. I did not know this. When I spoke to a representative, she told me it was like renting a car. Which is not the case in the slightest. With a car you are in possession of the vehicle and no one else will be able to use the product, however with this case, this service can be used by however many people, and my grandmother was not in possession of the service, thus me getting a refund for a service that was not used, would not hinder the business in any way.
To Whom It May Concern:On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. We appreciate the opportunity to respond to Ms. complaint and have completed an audit of her GreatCall account. Our records show that Ms. account was established on 10/26/2017, with the direct purchase of a Jitterbug Flip cell phone. The order totaled $133.57, was paid for with *** ending *** and recurring billing was accepted. On 3/15/2018, Ms. called to cancel the account as her payment processed for $100.00 and her Grandmother is not using the phone. The disconnect order was processed to complete 4/3/2018.After reviewing the account, we see that the phone has not been used and have closed the account as of 3/16/2018. Additionally, we have refunded $101.52 to the *** ending *** and it should post to the account within 3-5 business days, depending on the credit card company.We apologize for any inconvenience this situation may have caused.Best Regards.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards
Was suppose to help me with low vision but the buttons kept getting stuck and were still too small to see. Im still waiting for my refund after 3 weeks and checked with tracking usps. Greatcall got thier package feb 16th said they got it feb 29th. Now said I have to wait til march 19th to get my money. Never reimbursed for shipping and handling and I got a bill for $17. Im nlind and cant even handle or see my own bills.
Re: ***
To Whom It May Concern:
On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint.
We appreciate the opportunity to respond Mr. complaint and have completed an audit of Mr. GreatCall account.
Our records indicate Mr. established his account on January 29, 2018, with the direct purchase of a Jitterbug Smart phone. At the time, he selected a monthly service rate plan consisting of 2000 minutes, access to our 5Star Urgent Response Service with the Basic Health and Safety, the Handset Replacement option, 300 text and picture messages and 100 MB of data for $56.99, plus tax, monthly.
On February 2, 2018 Mr. called GreatCall for assistance with setting up voicemail. GreatCall walked him through setting up the voicemail. On the same day the first bill was generated in the amount of $66.53.
On February 13, 2018 Mr. and his daughter called GreatCall to cancel his service because he was dissatisfied with the phone. GreatCall disconnected the service on February 13, 2018. At the time GreatCall advised Mr. and his daughter of the 30-Day return policy.
GreatCall received the Jitterbug Smart phone on February 26, 2018.
On March 3, 2018 the final bill was generated in the amount of $17.82 for data overages bringing the total amount due to $84.35. Mr. exceeded his allotted data of 100 MB per month and used 178 MB.
On March 6, 2018 Mr. called GreatCall regarding the refund. GreatCall advised Mr. that the phone was received on February 26, 2018 and that refunds take 15 business days to process from the date the phone is received.
GreatCall processed a refund on March 12, 2018 in the amount of $118.43.
Per GreatCall’s 30-day return policy, as stated in our Terms and Conditions, packaged with the phones and which can be found on our webpage, https://www.greatcall.com/legal/guarantee, if, for any reason, within 30 days from date of purchase, you are not completely satisfied with your phone, if you have a used less than 30 minutes and less than 50 MB of data, return the phone in “like new” condition, as determined by GreatCall, GreatCall will refund the cost of the phone, the activation fee, and the first month’s service charge, plus applicable taxes, less a $10.00 restocking fee, per device, the non-refundable shipping fee and applicable taxes. If the customer has used more than the data plan within 30 days from the date of purchase, then GreatCall will retain the monthly data charge, plus 10 cents per each MB used over the monthly data plan. If the customer has used more than 30 minutes of talk time within 30 days from the date of purchase, and exceeded their plan minutes, then we will retain the monthly service charge plus $0.35 per minute for each additional minute over the plan minutes.
We apologize for any inconvenience this situation may have caused.
Best Regards.
Was suppose to help me with low vision but the buttons kept getting stuck and were still too small to see. Im still waiting for my refund after 3 weeks and checked with tracking usps. Greatcall got thier package feb 16th said they got it feb 29th. Now said I have to wait til march 19th to get my money. Never reimbursed for shipping and handling and I got a bill for $17. Im nlind and cant even handle or see my own bills.
Re: ***
To Whom It May Concern:
On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint.
We appreciate the opportunity to respond Mr. complaint and have completed an audit of Mr. GreatCall account.
Our records indicate Mr. established his account on January 29, 2018, with the direct purchase of a Jitterbug Smart phone. At the time, he selected a monthly service rate plan consisting of 2000 minutes, access to our 5Star Urgent Response Service with the Basic Health and Safety, the Handset Replacement option, 300 text and picture messages and 100 MB of data for $56.99, plus tax, monthly.
On February 2, 2018 Mr. called GreatCall for assistance with setting up voicemail. GreatCall walked him through setting up the voicemail. On the same day the first bill was generated in the amount of $66.53.
On February 13, 2018 Mr. and his daughter called GreatCall to cancel his service because he was dissatisfied with the phone. GreatCall disconnected the service on February 13, 2018. At the time GreatCall advised Mr. and his daughter of the 30-Day return policy.
GreatCall received the Jitterbug Smart phone on February 26, 2018.
On March 3, 2018 the final bill was generated in the amount of $17.82 for data overages bringing the total amount due to $84.35. Mr. exceeded his allotted data of 100 MB per month and used 178 MB.
On March 6, 2018 Mr. called GreatCall regarding the refund. GreatCall advised Mr. that the phone was received on February 26, 2018 and that refunds take 15 business days to process from the date the phone is received.
GreatCall processed a refund on March 12, 2018 in the amount of $118.43.
Per GreatCall’s 30-day return policy, as stated in our Terms and Conditions, packaged with the phones and which can be found on our webpage, https://www.greatcall.com/legal/guarantee, if, for any reason, within 30 days from date of purchase, you are not completely satisfied with your phone, if you have a used less than 30 minutes and less than 50 MB of data, return the phone in “like new” condition, as determined by GreatCall, GreatCall will refund the cost of the phone, the activation fee, and the first month’s service charge, plus applicable taxes, less a $10.00 restocking fee, per device, the non-refundable shipping fee and applicable taxes. If the customer has used more than the data plan within 30 days from the date of purchase, then GreatCall will retain the monthly data charge, plus 10 cents per each MB used over the monthly data plan. If the customer has used more than 30 minutes of talk time within 30 days from the date of purchase, and exceeded their plan minutes, then we will retain the monthly service charge plus $0.35 per minute for each additional minute over the plan minutes.
We apologize for any inconvenience this situation may have caused.
Best Regards.
Date: 03/13/18
From: *** To: The Revdex.com
Subject: Failure to return unused prorated service charges.
Today (11/13/18), we received a bill from GreatCall (or Jitter Bug) stating that our phone bill has been totally paid for and that no money is owed to the company. I believe that Greatcall owes us money for the unused telephone services previously paid to the company for the period of 02/13/ 2018 through 03/07/2018.
On 2/13/18, my wife and I switched from Greatcall to Consumer Cellular because the Greatcall bills have been increasing (We are retired people). The last Great call bill ($82.80) was paid on time for the billing cycle 2/8/18 through 3/7/18.
On 3/13/18, I called Greatcall customer service to inquire for our prorated rate because we used the Greatcall cellular phones from 2/8/18 through 2/12/18. This means that a number of days (From 2/13/18-3/7/18) we did not use the Greatcall cellular services since we had requested that our cellular service be cancelled as of 2/12/18.
I was told that Greatcall doesn’t return money that is owed to customers. This seems to be very odd. If we owe them money, then, they want us to pay the bill right away. Mr. Shane, the Customer Service Representative I spoke to at Greatcall, mentioned that he could not return the money because I did not have a credit card number registered with my Greatcall account. Greatcall should send us a refund check for the unused telephone services by US Mail. We normally pay our bills using electronic bank withdrawals. Just like Greatcall expects its customers to pay their bills promptly, it is also fair that we, their customers, receive payment for money due in the same prompt and efficient way. We appreciate your help in the resolution of this matter.
Our Greatcall account number is ***.
Cell Phone Numbers connected with this account:
***8
To Whom It May Concern:
On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint.
We appreciate the opportunity to respond to Mr. complaint and have completed an audit of his GreatCall account.
Mr. account was established on 1/7/2013 with the activation of two Jitterbug Plus cell phones and the bill cycle date was set for the 7th of the month.
On 2/13/2018, Mr. called to inquire about his month bill and we advised of the total due, $82.80, for the current bill cycle. Mr. called back regarding his online account, he could not log in. We reset his email address and he was able to log on. Later this day, both phone numbers ported out and the account was closed.
On 2/23/2018, GreatCall received payment of the monthly service fee of $82.80.
On 3/13/2018, Mr. called to inquire about a pro-rate refund. We explained that no refund was due as the account was canceled in the middle of the bill cycle and there was usage.
Per GreatCall’s Customer Agreement, found in the user guide, packaged with the phone and which can be found on our web page, https://www.greatcall.com/legal/customer-agreement, under section 3.2 Service Cancellation; If you wish to cancel your service before the end of a given month, you’ll be responsible for any account charges and overages through the date of your final bill. Although cancellations are effective immediately, we don’t bill for partial months; therefore, you’ll be charged for the entire month. To cancel your service, please contact our Customer Service Department at 1-800-733-6632 between 6 am – 7 pm PST, Mon – Sat.
We apologize for any inconvenience this situation may have caused.
Best Regards.
Date: 03/13/18
From: *** To: The Revdex.com
Subject: Failure to return unused prorated service charges.
Today (11/13/18), we received a bill from GreatCall (or Jitter Bug) stating that our phone bill has been totally paid for and that no money is owed to the company. I believe that Greatcall owes us money for the unused telephone services previously paid to the company for the period of 02/13/ 2018 through 03/07/2018.
On 2/13/18, my wife and I switched from Greatcall to Consumer Cellular because the Greatcall bills have been increasing (We are retired people). The last Great call bill ($82.80) was paid on time for the billing cycle 2/8/18 through 3/7/18.
On 3/13/18, I called Greatcall customer service to inquire for our prorated rate because we used the Greatcall cellular phones from 2/8/18 through 2/12/18. This means that a number of days (From 2/13/18-3/7/18) we did not use the Greatcall cellular services since we had requested that our cellular service be cancelled as of 2/12/18.
I was told that Greatcall doesn’t return money that is owed to customers. This seems to be very odd. If we owe them money, then, they want us to pay the bill right away. Mr. Shane, the Customer Service Representative I spoke to at Greatcall, mentioned that he could not return the money because I did not have a credit card number registered with my Greatcall account. Greatcall should send us a refund check for the unused telephone services by US Mail. We normally pay our bills using electronic bank withdrawals. Just like Greatcall expects its customers to pay their bills promptly, it is also fair that we, their customers, receive payment for money due in the same prompt and efficient way. We appreciate your help in the resolution of this matter.
Our Greatcall account number is ***.
Cell Phone Numbers connected with this account:
***8
To Whom It May Concern:
On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint.
We appreciate the opportunity to respond to Mr. complaint and have completed an audit of his GreatCall account.
Mr. account was established on 1/7/2013 with the activation of two Jitterbug Plus cell phones and the bill cycle date was set for the 7th of the month.
On 2/13/2018, Mr. called to inquire about his month bill and we advised of the total due, $82.80, for the current bill cycle. Mr. called back regarding his online account, he could not log in. We reset his email address and he was able to log on. Later this day, both phone numbers ported out and the account was closed.
On 2/23/2018, GreatCall received payment of the monthly service fee of $82.80.
On 3/13/2018, Mr. called to inquire about a pro-rate refund. We explained that no refund was due as the account was canceled in the middle of the bill cycle and there was usage.
Per GreatCall’s Customer Agreement, found in the user guide, packaged with the phone and which can be found on our web page, https://www.greatcall.com/legal/customer-agreement, under section 3.2 Service Cancellation; If you wish to cancel your service before the end of a given month, you’ll be responsible for any account charges and overages through the date of your final bill. Although cancellations are effective immediately, we don’t bill for partial months; therefore, you’ll be charged for the entire month. To cancel your service, please contact our Customer Service Department at 1-800-733-6632 between 6 am – 7 pm PST, Mon – Sat.
We apologize for any inconvenience this situation may have caused.
Best Regards.
I received this phone as a Christmas gift. I called and had it activated and chose a calling plan. I tried using the phone the other day and I was told that my service was shut off due to having gone over my data limit. I'm not sure how I went over my "data limit". However, I am sure that the $187 dollars they charged my credit card is unacceptable and borders on theft. If they can cut my service, why did they wait until I supposedly racked up $187 in charges. Moreover, what if I had an emergency and needed to call my daughter? What good is having a phone if it can't be used while the carrier drains your bank account?
Re: ***
To Whom It May Concern:
On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. Mr. is not satisfied with his most recent invoice that included overages.
We appreciate the opportunity to respond Mr.’s complaint and have completed an audit of Mr.’s GreatCall account.
Our records show that Mr. established his GreatCall account on December 24, 2017, with the retail purchase of a Jitterbug Smart phone. Mr. was placed on a 200 Minutes Only plan with 1 GB of data.
On February 17, 2018 Mr. had used 953 MB of the 1 GB allowed and as a courtesy GreatCall sent an automated call to the Jitterbug Smart phone to notify him. GreatCall was unable to reach Mr. and a message was left.
On February 24, 2018, the last day of the bill cycle date, Mr. had used 2.72 GB of data that included $166.49 in overages. GreatCall called Mr. to increase the data and avoid overages. However, GreatCall was unable to reach Mr. and the service was suspended to avoid further overage charges from being incurred.
On February 25, 2018 Mr. called GreatCall to ask why his phone was not working. GreatCall informed Mr. of the recent bill generated in the amount of $210.22 that included overages for exceeding the data. As a courtesy, GreatCall applied a credit of $30.00 and the remaining balance was $180.22.
Upon receipt of this complaint we contact Mr. regarding his data plan. Mr. agreed to change the data plan to 2.5 GB for $30.00 per month. Although GreatCall considers the charges valid we provided a credit of $126.00 for the data overages. Mr. requested we process a payment to the card on file of $54.22 and the balance is now $0. GreatCall also informed Mr. that changes can be made to the account before the end of the bill cycle date to avoid overages.
We apologize for any inconvenience this situation may have caused.
Best Regards.
I received this phone as a Christmas gift. I called and had it activated and chose a calling plan. I tried using the phone the other day and I was told that my service was shut off due to having gone over my data limit. I'm not sure how I went over my "data limit". However, I am sure that the $187 dollars they charged my credit card is unacceptable and borders on theft. If they can cut my service, why did they wait until I supposedly racked up $187 in charges. Moreover, what if I had an emergency and needed to call my daughter? What good is having a phone if it can't be used while the carrier drains your bank account?
Re: ***
To Whom It May Concern:
On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. Mr. is not satisfied with his most recent invoice that included overages.
We appreciate the opportunity to respond Mr.’s complaint and have completed an audit of Mr.’s GreatCall account.
Our records show that Mr. established his GreatCall account on December 24, 2017, with the retail purchase of a Jitterbug Smart phone. Mr. was placed on a 200 Minutes Only plan with 1 GB of data.
On February 17, 2018 Mr. had used 953 MB of the 1 GB allowed and as a courtesy GreatCall sent an automated call to the Jitterbug Smart phone to notify him. GreatCall was unable to reach Mr. and a message was left.
On February 24, 2018, the last day of the bill cycle date, Mr. had used 2.72 GB of data that included $166.49 in overages. GreatCall called Mr. to increase the data and avoid overages. However, GreatCall was unable to reach Mr. and the service was suspended to avoid further overage charges from being incurred.
On February 25, 2018 Mr. called GreatCall to ask why his phone was not working. GreatCall informed Mr. of the recent bill generated in the amount of $210.22 that included overages for exceeding the data. As a courtesy, GreatCall applied a credit of $30.00 and the remaining balance was $180.22.
Upon receipt of this complaint we contact Mr. regarding his data plan. Mr. agreed to change the data plan to 2.5 GB for $30.00 per month. Although GreatCall considers the charges valid we provided a credit of $126.00 for the data overages. Mr. requested we process a payment to the card on file of $54.22 and the balance is now $0. GreatCall also informed Mr. that changes can be made to the account before the end of the bill cycle date to avoid overages.
We apologize for any inconvenience this situation may have caused.
Best Regards.
I called many months ago to cancel the account with Greatcall that we opened for my father. I just reviewed his records for tax purposes and they have been billing him every month! When I called again to have it canceled the rep simply laughed at me. They will not issue a refund because their records don't have "notes" on them. When I look at social media they have done this to hundreds of people. Revdex.com still gives them an A+ rating? This is horrible!
Re: ***_ Account *** File ***
To Whom It May Concern:
On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. Ms. ***, an authorized user on the account, is dissatisfied because the account was not disconnected when she originally requested.
We appreciate the opportunity to respond Ms.’s complaint and have completed an audit of Mr.’s GreatCall account.
Mr.’s account was established on January 26, 2016, with the activation of a retail purchased Lively Mobile.
On February 25, 2018 Ms. called in to ask why the account was still active. GreatCall advised Ms. that we never received a previous request to cancel the service and that is why the account was still active. Ms. requested the account be disconnected and GreatCall cancelled the account.
Although GreatCall has no previous record of a request to disconnect, we will as a courtesy provide a refund for the last six months of service. A refund in the amount of $242.69 has been processed back to the card on file.
GreatCall strives to provide the highest quality service available and we appreciate the feedback Ms. provided.
We apologize for any inconvenience this situation may have caused.
Best Regards.
I called many months ago to cancel the account with Greatcall that we opened for my father. I just reviewed his records for tax purposes and they have been billing him every month! When I called again to have it canceled the rep simply laughed at me. They will not issue a refund because their records don't have "notes" on them. When I look at social media they have done this to hundreds of people. Revdex.com still gives them an A+ rating? This is horrible!
Re: ***_ Account *** File ***
To Whom It May Concern:
On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. Ms. ***, an authorized user on the account, is dissatisfied because the account was not disconnected when she originally requested.
We appreciate the opportunity to respond Ms.’s complaint and have completed an audit of Mr.’s GreatCall account.
Mr.’s account was established on January 26, 2016, with the activation of a retail purchased Lively Mobile.
On February 25, 2018 Ms. called in to ask why the account was still active. GreatCall advised Ms. that we never received a previous request to cancel the service and that is why the account was still active. Ms. requested the account be disconnected and GreatCall cancelled the account.
Although GreatCall has no previous record of a request to disconnect, we will as a courtesy provide a refund for the last six months of service. A refund in the amount of $242.69 has been processed back to the card on file.
GreatCall strives to provide the highest quality service available and we appreciate the feedback Ms. provided.
We apologize for any inconvenience this situation may have caused.
Best Regards.
I purchased this "Jitterbug" , ( red colored) cell phone thru an advertisement in the AARP Magazine, for an old friend, 84 years old, with advanced Macular Degeneration; who has never used a cell phone nor a computer and can only read one letter at a time. He lives alone in an *** housing apartment with no close friends or relatives. I am about 125 miles away in Santa Cruz, CA and he in Petaluma, CA. My *** Card thru *** and *** was charged $132.86 on 12-08-17. The phone was delivered directly to ***, *** Petaluma, CA. 94952. He rarely used the phone, but agreed to have his first cell phone, in case he fell in the middle of the street; so he could press one button to get help! Occasionally, needing a change, he would travel by busses and train for 6 1/2 hours to visit me in Santa Cruz;which he did on 2-5-18. I tried phoning him several times that day, getting only a busy signal. While at my home, although the phone was lite up, it was "dead"! I pressed the "ON-OFF" button several times and nothing happened! Apparently, later that week, he returned the phone to "GREAT.CALLS". *** is a very intelligent man who has, unfortunately had a very rough life. (A Medical Doctor whose life was truly ruined because of a divorce!!!!!!! ). This "Jitterbug " cell phone is advertised for handicapped Seniors, etc., although the instructions (which I have never seen), are printed in the usual small print with no accommodation for the visually handicapped. During my initial phone call, I spoke at length about ***'s handicap and was assured this was the choice for him. Actually, I felt like I was being pressured, and related my feelings at the time. Today, I replied to a voicemail message from "Great Calls" (800-733-6632) and they are not acknowledging any responsibility for their "sale" and will not credit my *** account. They didn't even offer to send the phone to ME. They keep the $132.86 and the Cell Phone,,,,,HELP! Thank you.
To Whom It May Concern:On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. Ms. ***, a credit card contact is seeking a refund.We appreciate the opportunity to respond to Ms. complaint and have completed an audit of Mr.’s GreatCall account. Mr.’s account was established on 12/7/2017, with the direct purchase of a Jitterbug Flip cell phone. The cost of $132.86, included the phone for $74.99, a $10.00 shipping, the $35.00 activation fee and $12.87 for applicable taxes. The order was paid for by Ms. with a *** card ending in ***. The phone delivered and was activated on 12/17/2017. On 12/20/2017, Mr. called to make sure his phone was activated and we advised that it was. Ms. called on 2/5/2018, to advise that the phone was not receiving calls. We assisted with voice mail and advised of speed dial. Ms. called again on 2/14/2018, regarding calls going straight to voice mail. We advised that the phone is most likely powered off. On 2/14/2018, GreatCall received the Jitterbug Flip phone. We attempted to reach Mr. on 2/15/2018, to find out why it was returned, but we were unable to connect with him. The account was set to disconnect on the next billing cycle date of 3/11/18 to avoid any further billing and a request for a refund was processed. Although it is beyond GreatCall’s 30-day policy, since the phone was returned to GreatCall, we will process a refund for the cost of the phone, back to the *** ending in ***. Due to usage, 300 total minutes, no other further refund is due. GreatCall’s 30-day return policy can be found in the user guide, packaged with the phone and can be viewed at our webpage, https://www.greatcall.com/legal/guarantee, states; that the activation fee and the monthly service fee, will be refunded if less than 30 minutes has been used. Additionally, that the refund will process within 21 business days after receipt of the phone. The 21st business day will be 3/15/2018. We apologize for any inconvenience this situation may have caused.Best Regards.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Suzanne ***hospitalized for abdominal obstruction, etc. for past week. Sorry for this late response. It's hell to get old! Too bad, now *** is without a phone - very bad. He is unable to take proper care of "business" because he can't SEE very well. Just received a letter from him and can hardly make out what he is trying to write. (***). And, of course your INSTRUCTIONS are practically IMPOSSIBLE for him to SEE and READ! Great for SENIORS!!! Things happen!
I purchased this "Jitterbug" , ( red colored) cell phone thru an advertisement in the AARP Magazine, for an old friend, 84 years old, with advanced Macular Degeneration; who has never used a cell phone nor a computer and can only read one letter at a time. He lives alone in an *** housing apartment with no close friends or relatives. I am about 125 miles away in Santa Cruz, CA and he in Petaluma, CA. My *** Card thru *** and *** was charged $132.86 on 12-08-17. The phone was delivered directly to ***, *** Petaluma, CA. 94952. He rarely used the phone, but agreed to have his first cell phone, in case he fell in the middle of the street; so he could press one button to get help! Occasionally, needing a change, he would travel by busses and train for 6 1/2 hours to visit me in Santa Cruz;which he did on 2-5-18. I tried phoning him several times that day, getting only a busy signal. While at my home, although the phone was lite up, it was "dead"! I pressed the "ON-OFF" button several times and nothing happened! Apparently, later that week, he returned the phone to "GREAT.CALLS". *** is a very intelligent man who has, unfortunately had a very rough life. (A Medical Doctor whose life was truly ruined because of a divorce!!!!!!! ). This "Jitterbug " cell phone is advertised for handicapped Seniors, etc., although the instructions (which I have never seen), are printed in the usual small print with no accommodation for the visually handicapped. During my initial phone call, I spoke at length about ***'s handicap and was assured this was the choice for him. Actually, I felt like I was being pressured, and related my feelings at the time. Today, I replied to a voicemail message from "Great Calls" (800-733-6632) and they are not acknowledging any responsibility for their "sale" and will not credit my *** account. They didn't even offer to send the phone to ME. They keep the $132.86 and the Cell Phone,,,,,HELP! Thank you.
To Whom It May Concern:On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. Ms. ***, a credit card contact is seeking a refund.We appreciate the opportunity to respond to Ms. complaint and have completed an audit of Mr.’s GreatCall account. Mr.’s account was established on 12/7/2017, with the direct purchase of a Jitterbug Flip cell phone. The cost of $132.86, included the phone for $74.99, a $10.00 shipping, the $35.00 activation fee and $12.87 for applicable taxes. The order was paid for by Ms. with a *** card ending in ***. The phone delivered and was activated on 12/17/2017. On 12/20/2017, Mr. called to make sure his phone was activated and we advised that it was. Ms. called on 2/5/2018, to advise that the phone was not receiving calls. We assisted with voice mail and advised of speed dial. Ms. called again on 2/14/2018, regarding calls going straight to voice mail. We advised that the phone is most likely powered off. On 2/14/2018, GreatCall received the Jitterbug Flip phone. We attempted to reach Mr. on 2/15/2018, to find out why it was returned, but we were unable to connect with him. The account was set to disconnect on the next billing cycle date of 3/11/18 to avoid any further billing and a request for a refund was processed. Although it is beyond GreatCall’s 30-day policy, since the phone was returned to GreatCall, we will process a refund for the cost of the phone, back to the *** ending in ***. Due to usage, 300 total minutes, no other further refund is due. GreatCall’s 30-day return policy can be found in the user guide, packaged with the phone and can be viewed at our webpage, https://www.greatcall.com/legal/guarantee, states; that the activation fee and the monthly service fee, will be refunded if less than 30 minutes has been used. Additionally, that the refund will process within 21 business days after receipt of the phone. The 21st business day will be 3/15/2018. We apologize for any inconvenience this situation may have caused.Best Regards.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Suzanne ***hospitalized for abdominal obstruction, etc. for past week. Sorry for this late response. It's hell to get old! Too bad, now *** is without a phone - very bad. He is unable to take proper care of "business" because he can't SEE very well. Just received a letter from him and can hardly make out what he is trying to write. (***). And, of course your INSTRUCTIONS are practically IMPOSSIBLE for him to SEE and READ! Great for SENIORS!!! Things happen!
Purchased the Great Call medical alert device for my 76 yr old mother from *** on 1/21. She decided she did not want the device and on 1/22 I took the device back to *** to return. I requested a refund from Great Call and after several calls and several weeks I received a partial refund. It seems even though I drove the device back to ***, they kept a fee for restocking....WHAT?! I drove it there & a *** employee hung it back on the hook to sell again....what a rip off!? NEVER AGAIN
Per GreatCall’s terms and conditions, packaged with the Lively Mobile and which can be found on our web page, www.greatcall.com, a $10.00 restocking fee plus any applicable taxes will be charged if the account is canceled within 30-days of activation. GreatCall requests that our retail partners send any returned device to GreatCall, as it cannot be re-activated by another user. We apologize for any inconvenience this may have caused.
Purchased the Great Call medical alert device for my 76 yr old mother from *** on 1/21. She decided she did not want the device and on 1/22 I took the device back to *** to return. I requested a refund from Great Call and after several calls and several weeks I received a partial refund. It seems even though I drove the device back to ***, they kept a fee for restocking....WHAT?! I drove it there & a *** employee hung it back on the hook to sell again....what a rip off!? NEVER AGAIN
Per GreatCall’s terms and conditions, packaged with the Lively Mobile and which can be found on our web page, www.greatcall.com, a $10.00 restocking fee plus any applicable taxes will be charged if the account is canceled within 30-days of activation. GreatCall requests that our retail partners send any returned device to GreatCall, as it cannot be re-activated by another user. We apologize for any inconvenience this may have caused.