Great Call Reviews (%countItem)
Great Call Rating
Address: PO Box 4428, Carlsbad, California, United States, 92018-4428
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My first and only call to GreatCall customer service was handled expertly and courteously by your representative and I was impressed with the quality of service rendered. This from a retired Ma Bell manager.
My first and only call to GreatCall customer service was handled expertly and courteously by your representative and I was impressed with the quality of service rendered. This from a retired Ma Bell manager.
I would rate this company a -1 but it is not an option. This company's communication among each other is awful. My mother purchased a phone from this company via an advertisement flyer that came via mail mid December. She received her phone and was very excited about it. The phone did not work so the company sent her a pre-paid postage to return the phone.
She received a replacement phone shortly after. She came to my house so that I could set it up for her. Some of the buttons did not function properly. She decided at that point that she wanted to cancel her account and return the phone for a refund. I called Great Call 12/26/2017 and spoke to a rep. He processed a cancellation, gave me a cancellation number and a return address to send the replacement phone back to Libertyville Illinois. My mother was to receive $94 refunded on her card.
A month later my mom called and said no refund had been posted so I called Great Call on January 22nd 2017 and spoke to a rep who asked for some basic account information for verification then told me that they had not received the second phone. I had the tracking number from the post office. She looked it up and discovered that the phone was delivered and given to a front door guy. My mother's account had not been updated to reflect such. She stated that a refund would be process and would take between 1-3 business days and to call back on Friday for verification.
I called back on Friday January 26th 2017 to check the status and this rep said that the refund was in progress and to check back Saturday with the bank and it should be posted. My mom called me and said that the bank had not received any refund so I called Great Call back. This rep looked over the account and then proceeded to tell me that there had been no refund processed. She said that everything that I had been told by the previous reps was incorrect. She then proceeded to question me about the replacement phone asking me where is it. I told her that (rep's name) took the tracking number and verified delivery. Then she said, if (reps name) said we got it then I guess we got it. WHAT. This is not how you receive return items nor document receipt of these items.
I asked her when would the money be returned to my mother's credit card and she asked me where is the original phone. The phone from 12/19 you mean, "I said". Lady, my mom sent that phone back and we have a receipt for that phone too. She looked at the USPS website and told me that there was an unexpected occurrence and the package has not been delivered. We were to be notified upon delivery. I never looked at USPS prior to this in regards to the package, but I decided to go on USPS and see the history and it is ridiculous. I signed up for email notifications and today alone the package has been to 9 states including California the place where the phone was mailed multiple times. My 80 year old mother went back to the post office yesterday to inquire and they gave her a 7 page print out of this package route and it has been to you guys. I asked her to refund my mother's money because she had both tracking numbers and the receipt and the rep said they had nothing to do with USPS well hell neither do we. We have proof of delivery but instead of you guys in good faith the same way my mother trusted you and changed this phone to her card, contacting USPS yourselves you would rather keep her $94 refund. Look on USPS and you will see that this phone has been there and everywhere else according to the tracking. Maybe the from door guy received it I have no idea but this is really sad.
Cassandra, we are sorry to hear of your experience and appreciate your feedback. GreatCall strives to provide the highest level of Customer Service available. Per GreatCall’s 30-day return policy, a refund will process within 21 business days from the receipt of the returned product. When a product is received at our returns center, it is noted on the account and the information is forwarded to our Financial Service team for processing. There is not enough information to locate your mother’s account so we can review. If you have proof of return delivery, please call Customer Service, 1 800-733-6632 and ask to speak with a Supervisor to resolve the refund issue.
We have both of the receipts and the tracking numbers from the post office where we sent both of the phones back to Great Call. I told the customer service representatives this but no one is listening. As far as speaking to a supervisor, I am still waiting on one to call me back from last night. Maybe you can pass my number along 708/251-0636
I would rate this company a -1 but it is not an option. This company's communication among each other is awful. My mother purchased a phone from this company via an advertisement flyer that came via mail mid December. She received her phone and was very excited about it. The phone did not work so the company sent her a pre-paid postage to return the phone.
She received a replacement phone shortly after. She came to my house so that I could set it up for her. Some of the buttons did not function properly. She decided at that point that she wanted to cancel her account and return the phone for a refund. I called Great Call 12/26/2017 and spoke to a rep. He processed a cancellation, gave me a cancellation number and a return address to send the replacement phone back to Libertyville Illinois. My mother was to receive $94 refunded on her card.
A month later my mom called and said no refund had been posted so I called Great Call on January 22nd 2017 and spoke to a rep who asked for some basic account information for verification then told me that they had not received the second phone. I had the tracking number from the post office. She looked it up and discovered that the phone was delivered and given to a front door guy. My mother's account had not been updated to reflect such. She stated that a refund would be process and would take between 1-3 business days and to call back on Friday for verification.
I called back on Friday January 26th 2017 to check the status and this rep said that the refund was in progress and to check back Saturday with the bank and it should be posted. My mom called me and said that the bank had not received any refund so I called Great Call back. This rep looked over the account and then proceeded to tell me that there had been no refund processed. She said that everything that I had been told by the previous reps was incorrect. She then proceeded to question me about the replacement phone asking me where is it. I told her that (rep's name) took the tracking number and verified delivery. Then she said, if (reps name) said we got it then I guess we got it. WHAT. This is not how you receive return items nor document receipt of these items.
I asked her when would the money be returned to my mother's credit card and she asked me where is the original phone. The phone from 12/19 you mean, "I said". Lady, my mom sent that phone back and we have a receipt for that phone too. She looked at the USPS website and told me that there was an unexpected occurrence and the package has not been delivered. We were to be notified upon delivery. I never looked at USPS prior to this in regards to the package, but I decided to go on USPS and see the history and it is ridiculous. I signed up for email notifications and today alone the package has been to 9 states including California the place where the phone was mailed multiple times. My 80 year old mother went back to the post office yesterday to inquire and they gave her a 7 page print out of this package route and it has been to you guys. I asked her to refund my mother's money because she had both tracking numbers and the receipt and the rep said they had nothing to do with USPS well hell neither do we. We have proof of delivery but instead of you guys in good faith the same way my mother trusted you and changed this phone to her card, contacting USPS yourselves you would rather keep her $94 refund. Look on USPS and you will see that this phone has been there and everywhere else according to the tracking. Maybe the from door guy received it I have no idea but this is really sad.
Cassandra, we are sorry to hear of your experience and appreciate your feedback. GreatCall strives to provide the highest level of Customer Service available. Per GreatCall’s 30-day return policy, a refund will process within 21 business days from the receipt of the returned product. When a product is received at our returns center, it is noted on the account and the information is forwarded to our Financial Service team for processing. There is not enough information to locate your mother’s account so we can review. If you have proof of return delivery, please call Customer Service, 1 800-733-6632 and ask to speak with a Supervisor to resolve the refund issue.
We have both of the receipts and the tracking numbers from the post office where we sent both of the phones back to Great Call. I told the customer service representatives this but no one is listening. As far as speaking to a supervisor, I am still waiting on one to call me back from last night. Maybe you can pass my number along 708/251-0636
I contracted with Great Call for my 87 year old Uncle who is hard of hearing and has mild cognitive issues. He used the device a couple of times and was able to get the help he needed.
But I was not with him, and due to memory issues he never said anything about the experience.
However 2 ***s ago, he reported that he fell and his chest and back were hurting him after 2 ***s so I tried to call the help number on the Link page to explain and get him help ( because I was in another State) But they said He GAD to use the device.
I stayed in the phone while he tried to use the device to get help.
He successfully reported that he “fell and had pain” and wanted help.
The Response Agent and what she said was the protocol was Appalling.
It’s in his Profile that he is hard of hearing yet she repeatedly made him give his address and Town and explain specifically what happened and what exactly was going on with him at this moment.
I could see he was mixing up the answers and I tried to explain that he just needed help and she said I had to talk to the device. I was in another state!
And she kept up the interrogation for about 1O minutes. I called the great call link number again and they said they could not interrupt the other Agent who was still asking questions that they already had the answers to in his profile. I asked fircacSupervisor and I was told there’s another “protocol “ and it would take a few business ***s to get to a Supervisor. CRAZY.
At one point my Uncle was so confused that he stopped talking and SHE STULL DIDNT SEND HELP.
Finally she did and it turned out he Fractured 4 ribs and did alit if damage to his other ribs.
I emailed support to explain this and and once again after filling out all my info and contact number I received an e mail back 2 ***s later ASKING FOR MY CONTACT NUMBER!!
I emailed back and said this is nuts. They were doing to me what they did with my uncle.
NOT ADDRESSING THE SAFETY OR COMPLAINT BUT HUST ASKING QUESTUONS THAT THEY ALREADY HAD THE
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 submitted by *** on behalf of the subscriber, Richard Romano.
We appreciate the opportunity to respond to Ms.’s complaint and have completed an audit of Mr. GreatCall account. Our records show that Mr. account was established on June 14, 2014, with the activation of a GreatCall Splash emergency response device that was purchased at a local retail store.
Our 5Star Emergency Response agents are certified by the International Academy of Emergency Dispatchers in emergency medical and police dispatch protocols. Questions are asked to find out what has occurred so that information can be relayed to first responders in real time. These are the same questions that are asked by 911 agencies throughout the United States. When needed the original agent will stay on the line until emergency services arrive. These agents used an integrated approach when verifying a caller’s location. In addition to the GPS location, incident details are collected from the caller and cross referenced with the aforementioned GPS location and details listed on the personal profile.
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 do not accept this perfunctory response regarding “the protocol “as adequate. My problem was that My Uncles Great Call Profile included that he was hard of hearing and clearly could not answer the questions.
Additionally he was asked to answer questions like the Code to his door that were also a part of his profile This means that Great Call does not use the extensive information they ask for and this makes it a lengthy and confusing Response System
To Whom It May Concern:
We appreciate Ms.’s additional feedback and comments. As previously mentioned, GreatCall’s 5Star Emergency Response agents ask certain questions to find out what has occurred so that information can be relayed to first responders in real time. The 5Star agent needs a verbal confirmation to ensure that the correct resources are sent to the correct address. This is the same process 911 uses when caller’s call into them directly. The 5Star agent also validates the name and access instructions of the subscriber so that the information matches the Personal Profile they are looking at during the call.
We apologize for any inconvenience this situation may have caused.
Best Regards.
I contracted with Great Call for my 87 year old Uncle who is hard of hearing and has mild cognitive issues. He used the device a couple of times and was able to get the help he needed.
But I was not with him, and due to memory issues he never said anything about the experience.
However 2 ***s ago, he reported that he fell and his chest and back were hurting him after 2 ***s so I tried to call the help number on the Link page to explain and get him help ( because I was in another State) But they said He GAD to use the device.
I stayed in the phone while he tried to use the device to get help.
He successfully reported that he “fell and had pain” and wanted help.
The Response Agent and what she said was the protocol was Appalling.
It’s in his Profile that he is hard of hearing yet she repeatedly made him give his address and Town and explain specifically what happened and what exactly was going on with him at this moment.
I could see he was mixing up the answers and I tried to explain that he just needed help and she said I had to talk to the device. I was in another state!
And she kept up the interrogation for about 1O minutes. I called the great call link number again and they said they could not interrupt the other Agent who was still asking questions that they already had the answers to in his profile. I asked fircacSupervisor and I was told there’s another “protocol “ and it would take a few business ***s to get to a Supervisor. CRAZY.
At one point my Uncle was so confused that he stopped talking and SHE STULL DIDNT SEND HELP.
Finally she did and it turned out he Fractured 4 ribs and did alit if damage to his other ribs.
I emailed support to explain this and and once again after filling out all my info and contact number I received an e mail back 2 ***s later ASKING FOR MY CONTACT NUMBER!!
I emailed back and said this is nuts. They were doing to me what they did with my uncle.
NOT ADDRESSING THE SAFETY OR COMPLAINT BUT HUST ASKING QUESTUONS THAT THEY ALREADY HAD THE
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 submitted by *** on behalf of the subscriber, Richard Romano.
We appreciate the opportunity to respond to Ms.’s complaint and have completed an audit of Mr. GreatCall account. Our records show that Mr. account was established on June 14, 2014, with the activation of a GreatCall Splash emergency response device that was purchased at a local retail store.
Our 5Star Emergency Response agents are certified by the International Academy of Emergency Dispatchers in emergency medical and police dispatch protocols. Questions are asked to find out what has occurred so that information can be relayed to first responders in real time. These are the same questions that are asked by 911 agencies throughout the United States. When needed the original agent will stay on the line until emergency services arrive. These agents used an integrated approach when verifying a caller’s location. In addition to the GPS location, incident details are collected from the caller and cross referenced with the aforementioned GPS location and details listed on the personal profile.
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 do not accept this perfunctory response regarding “the protocol “as adequate. My problem was that My Uncles Great Call Profile included that he was hard of hearing and clearly could not answer the questions.
Additionally he was asked to answer questions like the Code to his door that were also a part of his profile This means that Great Call does not use the extensive information they ask for and this makes it a lengthy and confusing Response System
To Whom It May Concern:
We appreciate Ms.’s additional feedback and comments. As previously mentioned, GreatCall’s 5Star Emergency Response agents ask certain questions to find out what has occurred so that information can be relayed to first responders in real time. The 5Star agent needs a verbal confirmation to ensure that the correct resources are sent to the correct address. This is the same process 911 uses when caller’s call into them directly. The 5Star agent also validates the name and access instructions of the subscriber so that the information matches the Personal Profile they are looking at during the call.
We apologize for any inconvenience this situation may have caused.
Best Regards.
Deceptive and not very forthcoming about the plan. I was very explicit of what I was wanting. A pay-as-you go phone with an option to text, so I was sold the 2500 Text & Picture Message Plan with 200 phone minutes for $39 plus phone costs. I figured there were initial fees for the phone/charger/components ($164). Imagine my surprise when I discovered recurring monthly charges for $39...for a phone that I did not make one single call or text from. I bought the phone in August 2017. Today is the Jan 9, 2018 and I requested the acct to be terminated and GreatCall would not waive this months' $39 plan fee even though I haven't used their service once. So, for 6 months they finagled $398 out of me on a phone that I did not use. Learn from my mistake, regardless of what the sales rep tells you, the service is not a contract-less plan nor is it pay as you go. There is a contract and you DO pay for a monthly plan.
Hello ***, we are sorry to hear of your recent experience and we appreciate your feedback. GreatCall strives to provide the highest level of Customer Service available. 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. Based on the information provided, we have located your account 2759793. After further review, GreatCall will refund the last month of service as a courtesy.
Deceptive and not very forthcoming about the plan. I was very explicit of what I was wanting. A pay-as-you go phone with an option to text, so I was sold the 2500 Text & Picture Message Plan with 200 phone minutes for $39 plus phone costs. I figured there were initial fees for the phone/charger/components ($164). Imagine my surprise when I discovered recurring monthly charges for $39...for a phone that I did not make one single call or text from. I bought the phone in August 2017. Today is the Jan 9, 2018 and I requested the acct to be terminated and GreatCall would not waive this months' $39 plan fee even though I haven't used their service once. So, for 6 months they finagled $398 out of me on a phone that I did not use. Learn from my mistake, regardless of what the sales rep tells you, the service is not a contract-less plan nor is it pay as you go. There is a contract and you DO pay for a monthly plan.
Hello ***, we are sorry to hear of your recent experience and we appreciate your feedback. GreatCall strives to provide the highest level of Customer Service available. 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. Based on the information provided, we have located your account 2759793. After further review, GreatCall will refund the last month of service as a courtesy.
My wife and I have had Jitterbug flip phone service for over a year now . . . . we came over from *** when they went "nuts" on their rates. We were with them for over 43 years. We could not ask for better service, crystal clear phones, most reliable service across the U.S.
My wife and I have had Jitterbug flip phone service for over a year now . . . . we came over from *** when they went "nuts" on their rates. We were with them for over 43 years. We could not ask for better service, crystal clear phones, most reliable service across the U.S.
When we purchased the Great Call plan we were told that if we not keep the plan, if we cancelled within the first 30 days we would be refunded. We did cancel within the 30 days. I was told when we cancelled that we would be refunded the first momth's fee of 34.35 and the start up fee of 37.76. When I called on 10/18/17 to inquire why the fees were not yet refunded, the customer service person named *** stated it must have been an oversight and said she would put the refund through on our credit card. When it still was not refunded by 11/20/17 I called again, the customer service person assured me it would be credited. When I called again on 12/12/17, the customer service person names *** stated that since we had used minutes on the plan, they could not refund anything. This was NEVER stated before with the other customer service people not was it said when we purchased the plan. I disagree not only because it was never stated before but how would a customer know if they liked the plan if they never used it and accrued minutes? I feel they owe us a refund as we were mislead four times!
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 seeking a refund.We appreciate the opportunity to respond to Mr.’s complaint and have completed an audit of his GreatCall account. Mr.’s account was established on 9/27/2017, with the activation of a retail purchased Jitterbug Smart cell phone. Mr. additionally requested to have his phone number ported in from a previous carrier. We collected the information and submitted the request.GreatCall attempted to contact Mr. on 9/29/2017, regarding the port in of his number, the password provided was incorrect. A message was left to contact us with the correct information.On 10/2/2017, GreatCall received a request to cancel the port in of Mr.’s number and the port in was cancelled. Ms. Jean *** called to cancel the service for Mr. on 10/18/2017. She stated that Mr. did not like the phone and it wasn’t as easy to use as expected. We determined that Mr. was not utilizing the easy to use GreatCall Home screen and offered to set that up and extend the 30-day return period to 60 days. Ms. declined this offer, stating that they had already replaced the phone. We advised to contact the retail store for a refund of the phone, that the account would be cancelled and that we would process a refund under the 30-day return policy.On 11/20/2017, Mr. *** called to check the status of his refund. A review of this call shows that our agent advised that the activation fee would be refunded. A refund has been processed for $26.89, the $35.00 activation fee, less the $10.00 restocking fee, per the 30-day return policy. Per GreatCall’s 30-day return policy, the Activation fee and the first month service fee will be refunded, less the $10.00 restocking fee, if less than 30 minutes has been used. Our records show that 175 minutes were used. 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
When we purchased the Great Call plan we were told that if we not keep the plan, if we cancelled within the first 30 days we would be refunded. We did cancel within the 30 days. I was told when we cancelled that we would be refunded the first momth's fee of 34.35 and the start up fee of 37.76. When I called on 10/18/17 to inquire why the fees were not yet refunded, the customer service person named *** stated it must have been an oversight and said she would put the refund through on our credit card. When it still was not refunded by 11/20/17 I called again, the customer service person assured me it would be credited. When I called again on 12/12/17, the customer service person names *** stated that since we had used minutes on the plan, they could not refund anything. This was NEVER stated before with the other customer service people not was it said when we purchased the plan. I disagree not only because it was never stated before but how would a customer know if they liked the plan if they never used it and accrued minutes? I feel they owe us a refund as we were mislead four times!
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 seeking a refund.We appreciate the opportunity to respond to Mr.’s complaint and have completed an audit of his GreatCall account. Mr.’s account was established on 9/27/2017, with the activation of a retail purchased Jitterbug Smart cell phone. Mr. additionally requested to have his phone number ported in from a previous carrier. We collected the information and submitted the request.GreatCall attempted to contact Mr. on 9/29/2017, regarding the port in of his number, the password provided was incorrect. A message was left to contact us with the correct information.On 10/2/2017, GreatCall received a request to cancel the port in of Mr.’s number and the port in was cancelled. Ms. Jean *** called to cancel the service for Mr. on 10/18/2017. She stated that Mr. did not like the phone and it wasn’t as easy to use as expected. We determined that Mr. was not utilizing the easy to use GreatCall Home screen and offered to set that up and extend the 30-day return period to 60 days. Ms. declined this offer, stating that they had already replaced the phone. We advised to contact the retail store for a refund of the phone, that the account would be cancelled and that we would process a refund under the 30-day return policy.On 11/20/2017, Mr. *** called to check the status of his refund. A review of this call shows that our agent advised that the activation fee would be refunded. A refund has been processed for $26.89, the $35.00 activation fee, less the $10.00 restocking fee, per the 30-day return policy. Per GreatCall’s 30-day return policy, the Activation fee and the first month service fee will be refunded, less the $10.00 restocking fee, if less than 30 minutes has been used. Our records show that 175 minutes were used. 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
In September, 2017, I bought the Jitterbug Smart Phone, and paid my Activation fee of $39.43. I have an email from [email protected], verifying that fact.I noticed on my credit card that my first bill was over what I signed up for originally, which was the 1 GB, at $20.00 month. This bill was for $65.00. They charge me for Data Overage, $19.89, even though the lower part of the bill said I had a balance of 198 minutes, and 0, 0 balances for data and texts. They did give me a credit of $50.00 that time. I received a bill from my Credit Card company that sounded very much like they were charging me for my Activation fee again- though it was $39.42, not $39.43. I called my Credit Card and disputed that amount in November. Then the phone calls started- I told Great Call that my Credit Card Company was waiting for a response from them. Meanwhile, I paid them what I felt I owed under my plan and sent them a check on Dec. 4. Of course my next bill contained a "Past Due amount of $59.31, largely because I refused to pay the Activation Fee again. My Credit Card company treated it as a Credit, but Great Call charged me for the Credit. Now, my bill is $84.14. I wrote 2 letters, and took a picture of my "Phone Usage" on my IPad, emailed it to myself, and printed it and sent it with the letters. I was told today that "we don't get letters". I responded with the fact that they got my check, which I enclosed with the letters! Previously, I had spent 3 hours on the phone, taking my data plan down to .38 to assure that I would "not go over data". I also explained that here in my home, I draw data from Netgear, and I've never received an extra bill from *** for my IPad because of that. When my husband was in the hospital, I had to keep in touch with his family, and used the hospital's data. NOW I'M GOING TO BE TURNED INTO CREDIT AND COLLECTIONS FOR $84.15. Even if I Iwent ahead and paid the $39.42, it wouldn't matter- I'm still being turned in.
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 to Ms. additional comments.GreatCall made every attempt to place Ms. Rivera on a plan that worked for her. As previously stated, on 12/7/2017, Ms. Rivera called to confirm her account password and later that same day her number ported out. Once the number was no longer with GreatCall, the account automatically canceled. At the time of cancellation, Ms. Rivera had used 147 minutes, and there was a usage charge on the account in the amount of $2.89. The usage charge included; one, non GreatCall 411 assistance call at $1.50, one GreatCall Operator assistance call at .99 cents and four text/picture messages at .10 cents per message for .40 cents. GreatCall has removed the balance and the account is closed.We apologize for any inconvenience this situation may have caused.Best Regards.
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. *** is seeking a credit.We appreciate the opportunity to respond to Ms.’s complaint and have completed an audit of her GreatCall account. Our records show that Ms. established her account on September 11, 2017 with the activation of a retail purchased Jitterbug Smart phone. $39.43, the $35.00 activation fee plus applicable taxes of $4.43 was paid for with a *** card ending in 3106. Ms. choose our basic Health & Safety plan with 600 minutes for 29.99, 100MB of data for $5.00 and Text/Picture messages for $3.00, totaling $37.99 for the base price. Ms. called later this same day and changed to 250 minutes and 40MB for $2.49 and .10 cent per text/picture message, making the base price $29.48.On September 13, 2017, the monthly service invoice generated for $41.22. This included the base price of $29.48, .60 cents for text messages, $5.72 for data overages and $5.42 for taxes. Later this same day, Ms. called to port in her phone number and this was completed. Additionally, Ms. changed to 200 minutes only for $14.99, with the 300 Text/Picture package and 40MB of data for the base price of $20.48.GreatCall will send an automatic usage notification when a user reaches 80% of the available monthly plan. On September 20, 2017, GreatCall delivered an automatic usage notification, via voice mail, to the cell phone, advising that based on the current usage, you have the potential to exceed your monthly data allotment for the bill cycle ending on the 12th. To review your estimated usage, please, contact our friendly customer representative at 1-800-733-6632.On September 29, 2017, Ms. called to review her invoice. We advised of the changes she made to her plan and as a courtesy applied a $10.00 credit to the account leaving $31.22 due.On October 10, 2017, GreatCall delivered an automatic billing notification, via voice mail, to advised that the account was 10 or more days past due and to avoid possible service interruption, please contact us at 1-866-490-0349.On October 13, 2017, the monthly service invoice generated for $83.93. This included the past due amount of $31.22, the current base price of $20.48, data overage charges of $59.10 and the applicable taxes of $4.35.On October 17, 2017, Ms. called regarding her bill and to cancel her account. We reviewed the account and offered a $50.00 credit to the account, Ms. agreed, the credit was applied and a payment of $65.15 was processed.October 23, 2017, GreatCall delivered an automatic usage notification, via voice mail, to the cell phone, advising that based on the current usage, you have the potential to exceed your monthly data allotment for the bill cycle ending on the 12th. To review your estimated usage, please, contact our friendly customer representative at 1-800-733-6632.November 3, 2017, Ms. called to review her data. We advised that she has 40MB monthly, that she should set a data limit and to only use when necessary. November 8, 2017, GreatCall received a chargeback from *** for $39.42 and these funds were immediately restored to Ms.. The transaction number provided by ***, was for the payment received on 10/17/17 in the amount of $65.15 and not for the activation fee. Ms. agreed to this payment, after GreatCall placed a credit to her account of $50.00 and it was for the first two months of service. This was a valid payment due to GreatCall and it was added as an amount due to her account.On November 13, 2017, the monthly service invoice generated for $84.14. This included the chargeback amount of $39.42, that was due to GreatCall for service from 9/13/17 – 10/12/17, the monthly service fee of $20.48, data overage charges of $19.89 and the applicable taxes of $4.35. On November 18, 2017, Ms. called to review her bill. We advised of the chargeback, the data overage fee and that she should be sure that she is connected to Wi-Fi. Ms. stated that she is aware of how data usage works, but that she did not go over and refused to pay. On December 12, 2017, GreatCall received a check payment of $24.83, the base price plus taxes, excluding the overage fees of $19.89 and the charge back amount of $39.42, leaving a balance due of $59.31.On December 12, 2017, GreatCall delivered an automatic billing notification, to advised that the account was 10 or more days past due and to avoid possible service interruption, please contact us at 1-866-490-0349.On December 18, 2017, GreatCall’s Financial Services received a call from Ms. disputing the billing. We explained the current bill, advised that the chargeback amount was for a monthly service fee and not the activation fee, and that the overage fees were valid. Ms. refused to pay and the account was disconnected for nonpayment. On December 20, 2017, GreatCall contacted Ms. to discuss her account. We reviewed the billing and although $59.31 was a valid amount due to GreatCall, we offered to remove this amount from the account, leaving the monthly service fee of $24.83 due and to restore service. Ms. was satisfied with this resolution, the credit was applied and the account restored. We then assisted Ms. with her phone, made suggestions for monitoring her data usage and advised to contact us if she receives a notice from GreatCall. 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
No where no how was I told if I cancel for my elderly fathers cell plan would I still have to pay full month-- cancelled 11/7 but told month started anew so asking for $61 full month! Fixed budget can't afford this and my new ph service
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. *** is dissatisfied with the cancellation policy.
We appreciate the opportunity to respond to Ms.’s complaint and have completed an audit of Ms.’s GreatCall account.
Ms.’s account was established on August 30, 2015 with the retail purchase of a Jitterbug phone.
Ms. ported her number to another carrier and the account was closed on Tuesday November 7, 2017. At the time of cancellation, there was a balance on the account of $61.82, that was generated on 11/4/17, and covered service from 11/4/17 through 12/3/17.
Per GreatCall’s Customer Agreement, as stated in the User Guide, packaged with the phone and which can be found at our web page https://www.greatcall.com/legal/customer-agreement, 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 GreatCall considers the monthly service fee to be valid, as a courtesy, we have removed the balance and it is now at zero.
We apologize for any inconvenience this situation may have caused.
Best Regards.
No where no how was I told if I cancel for my elderly fathers cell plan would I still have to pay full month-- cancelled 11/7 but told month started anew so asking for $61 full month! Fixed budget can't afford this and my new ph service
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. *** is dissatisfied with the cancellation policy.
We appreciate the opportunity to respond to Ms.’s complaint and have completed an audit of Ms.’s GreatCall account.
Ms.’s account was established on August 30, 2015 with the retail purchase of a Jitterbug phone.
Ms. ported her number to another carrier and the account was closed on Tuesday November 7, 2017. At the time of cancellation, there was a balance on the account of $61.82, that was generated on 11/4/17, and covered service from 11/4/17 through 12/3/17.
Per GreatCall’s Customer Agreement, as stated in the User Guide, packaged with the phone and which can be found at our web page https://www.greatcall.com/legal/customer-agreement, 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 GreatCall considers the monthly service fee to be valid, as a courtesy, we have removed the balance and it is now at zero.
We apologize for any inconvenience this situation may have caused.
Best Regards.
In September, 2017, I bought the Jitterbug Smart Phone, and paid my Activation fee of $39.43. I have an email from [email protected], verifying that fact.I noticed on my credit card that my first bill was over what I signed up for originally, which was the 1 GB, at $20.00 month. This bill was for $65.00. They charge me for Data Overage, $19.89, even though the lower part of the bill said I had a balance of 198 minutes, and 0, 0 balances for data and texts. They did give me a credit of $50.00 that time. I received a bill from my Credit Card company that sounded very much like they were charging me for my Activation fee again- though it was $39.42, not $39.43. I called my Credit Card and disputed that amount in November. Then the phone calls started- I told Great Call that my Credit Card Company was waiting for a response from them. Meanwhile, I paid them what I felt I owed under my plan and sent them a check on Dec. 4. Of course my next bill contained a "Past Due amount of $59.31, largely because I refused to pay the Activation Fee again. My Credit Card company treated it as a Credit, but Great Call charged me for the Credit. Now, my bill is $84.14. I wrote 2 letters, and took a picture of my "Phone Usage" on my IPad, emailed it to myself, and printed it and sent it with the letters. I was told today that "we don't get letters". I responded with the fact that they got my check, which I enclosed with the letters! Previously, I had spent 3 hours on the phone, taking my data plan down to .38 to assure that I would "not go over data". I also explained that here in my home, I draw data from Netgear, and I've never received an extra bill from *** for my IPad because of that. When my husband was in the hospital, I had to keep in touch with his family, and used the hospital's data. NOW I'M GOING TO BE TURNED INTO CREDIT AND COLLECTIONS FOR $84.15. Even if I Iwent ahead and paid the $39.42, it wouldn't matter- I'm still being turned in.
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 to Ms. additional comments.GreatCall made every attempt to place Ms. Rivera on a plan that worked for her. As previously stated, on 12/7/2017, Ms. Rivera called to confirm her account password and later that same day her number ported out. Once the number was no longer with GreatCall, the account automatically canceled. At the time of cancellation, Ms. Rivera had used 147 minutes, and there was a usage charge on the account in the amount of $2.89. The usage charge included; one, non GreatCall 411 assistance call at $1.50, one GreatCall Operator assistance call at .99 cents and four text/picture messages at .10 cents per message for .40 cents. GreatCall has removed the balance and the account is closed.We apologize for any inconvenience this situation may have caused.Best Regards.
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. *** is seeking a credit.We appreciate the opportunity to respond to Ms.’s complaint and have completed an audit of her GreatCall account. Our records show that Ms. established her account on September 11, 2017 with the activation of a retail purchased Jitterbug Smart phone. $39.43, the $35.00 activation fee plus applicable taxes of $4.43 was paid for with a *** card ending in 3106. Ms. choose our basic Health & Safety plan with 600 minutes for 29.99, 100MB of data for $5.00 and Text/Picture messages for $3.00, totaling $37.99 for the base price. Ms. called later this same day and changed to 250 minutes and 40MB for $2.49 and .10 cent per text/picture message, making the base price $29.48.On September 13, 2017, the monthly service invoice generated for $41.22. This included the base price of $29.48, .60 cents for text messages, $5.72 for data overages and $5.42 for taxes. Later this same day, Ms. called to port in her phone number and this was completed. Additionally, Ms. changed to 200 minutes only for $14.99, with the 300 Text/Picture package and 40MB of data for the base price of $20.48.GreatCall will send an automatic usage notification when a user reaches 80% of the available monthly plan. On September 20, 2017, GreatCall delivered an automatic usage notification, via voice mail, to the cell phone, advising that based on the current usage, you have the potential to exceed your monthly data allotment for the bill cycle ending on the 12th. To review your estimated usage, please, contact our friendly customer representative at 1-800-733-6632.On September 29, 2017, Ms. called to review her invoice. We advised of the changes she made to her plan and as a courtesy applied a $10.00 credit to the account leaving $31.22 due.On October 10, 2017, GreatCall delivered an automatic billing notification, via voice mail, to advised that the account was 10 or more days past due and to avoid possible service interruption, please contact us at 1-866-490-0349.On October 13, 2017, the monthly service invoice generated for $83.93. This included the past due amount of $31.22, the current base price of $20.48, data overage charges of $59.10 and the applicable taxes of $4.35.On October 17, 2017, Ms. called regarding her bill and to cancel her account. We reviewed the account and offered a $50.00 credit to the account, Ms. agreed, the credit was applied and a payment of $65.15 was processed.October 23, 2017, GreatCall delivered an automatic usage notification, via voice mail, to the cell phone, advising that based on the current usage, you have the potential to exceed your monthly data allotment for the bill cycle ending on the 12th. To review your estimated usage, please, contact our friendly customer representative at 1-800-733-6632.November 3, 2017, Ms. called to review her data. We advised that she has 40MB monthly, that she should set a data limit and to only use when necessary. November 8, 2017, GreatCall received a chargeback from *** for $39.42 and these funds were immediately restored to Ms.. The transaction number provided by ***, was for the payment received on 10/17/17 in the amount of $65.15 and not for the activation fee. Ms. agreed to this payment, after GreatCall placed a credit to her account of $50.00 and it was for the first two months of service. This was a valid payment due to GreatCall and it was added as an amount due to her account.On November 13, 2017, the monthly service invoice generated for $84.14. This included the chargeback amount of $39.42, that was due to GreatCall for service from 9/13/17 – 10/12/17, the monthly service fee of $20.48, data overage charges of $19.89 and the applicable taxes of $4.35. On November 18, 2017, Ms. called to review her bill. We advised of the chargeback, the data overage fee and that she should be sure that she is connected to Wi-Fi. Ms. stated that she is aware of how data usage works, but that she did not go over and refused to pay. On December 12, 2017, GreatCall received a check payment of $24.83, the base price plus taxes, excluding the overage fees of $19.89 and the charge back amount of $39.42, leaving a balance due of $59.31.On December 12, 2017, GreatCall delivered an automatic billing notification, to advised that the account was 10 or more days past due and to avoid possible service interruption, please contact us at 1-866-490-0349.On December 18, 2017, GreatCall’s Financial Services received a call from Ms. disputing the billing. We explained the current bill, advised that the chargeback amount was for a monthly service fee and not the activation fee, and that the overage fees were valid. Ms. refused to pay and the account was disconnected for nonpayment. On December 20, 2017, GreatCall contacted Ms. to discuss her account. We reviewed the billing and although $59.31 was a valid amount due to GreatCall, we offered to remove this amount from the account, leaving the monthly service fee of $24.83 due and to restore service. Ms. was satisfied with this resolution, the credit was applied and the account restored. We then assisted Ms. with her phone, made suggestions for monitoring her data usage and advised to contact us if she receives a notice from GreatCall. 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 spoke with a representative over the phone and
he said that I needed to add more minutes.
So I changed my plan to $60. a month. Then I
got a bill in the mail for $200. I tried to call
customer service to ask why, and they hung up
on me 4x. Finally an operator said that she
would tell me why, that
I had used too many minutes. So when I went
over the minutes, they charged me 35 cents a
minute.I didn't know they would do that.
They give you a 5 star service and if you don't
want it, they say they will charge you more
for everything else, do you have to have it.
Now I went back to T mobile and for $60. a month
I have unlimited talk and text and no more
$200 charges for phone calls.This Great Call company preys on 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. Ms. is seeking an explanation and an apology.We appreciate the opportunity to respond to Ms.’s complaint and have completed an audit of her GreatCall account. Ms.’s account was established on April 30, 2017 with the direct purchase of a Jitterbug Smart cell phone. GreatCall offers two types of plans, Health & Safety with minutes or minutes only. Ms. choose our Basic Health & Safety plan with 600 minutes and the $5.00 100MB Data Plan for the base price of $34.99.When a customer is within 80% of the allowed monthly service plan, GreatCall will send an automatic usage notification to the cell phone to give the user the opportunity to make a change to the plan, prior to the end of the billing cycle and to avoid overage fees.On June 15, 2017, GreatCall delivered an automatic usage notification to the cell phone, advising that based on the current usage, you have the potential to exceed your monthly data allotment for the bill cycle ending on the 5th. To review your estimated usage, please, contact our friendly customer representative at 1-800-733-6632. GreatCall did not hear from Ms. and on July 6, 2017 the monthly service invoice generated in the amount of $84.05. This included the monthly service fee of $34.99, $2.50 for picture/text messaging, $33.97 for data overage fees and the applicable taxes of $12.59.On July 10, 2017, GreatCall delivered an automatic usage notification to the cell phone, advising that based on the current usage, you have the potential to exceed your monthly data allotment for the bill cycle ending on the 5th. To review your estimated usage, please, contact our friendly customer representative at 1-800-733-6632. Ms. called customer service later this day, we reviewed the usage, explained how to manage data usage, set a data limit and made sure that Ms. was connected to Wi-Fi.On October 26, 2017, GreatCall delivered an automatic usage notification to the cell phone, advising that based on the current usage, you have the potential to exceed your monthly minutes allotment for the bill cycle ending on the 5th. To review your estimated usage, please, contact our friendly customer representative at 1-800-733-6632. On November 1, 2017, Ms. called customer service regarding an issue with her voicemail. We advised that she needed to turn on her data to resolve the issue. We additionally advised of the overages and that she should make a change to her plan, Ms. declined our recommendation.On November 6, 2017, the monthly service invoice generated in the amount of $217.09. This included the monthly service fee of $34.99, $5.10 for picture/text messaging, seven Operator Assisted Calls at .99 cents per call for $6.93, $127.75 for minutes overage fees and the applicable taxes of $42.32. The usage overage fee for this bill cycle was calculated by the minutes used, 1169, less the minutes available, 804, multiplied .35 cents. As stated in the Customer Agreement, found in the user guide, packaged with the phone and which can be viewed at our webpage, https://www.greatcall.com/legal/customer-agreement under section 4.4 How We Calculate Your Bill, “You will incur usage charges at a minimum rate of $0.35 per minute if you exceed your service plan minutes”. This can also be found on the back of very invoice.On November 11, 2017, GreatCall delivered an automatic usage notification to the cell phone, advising that based on the current usage, you have the potential to exceed your monthly minutes allotment for the bill cycle ending on the 5th. To review your estimated usage, please, contact our friendly customer representative at 1-800-733-6632. On November 18, 2017, Ms. called customer service to review her billing and usage. We recommended that based on her usage, she change to the 2000-minute plan. Additionally, since Ms. wanted to remove the Basic Health & Safety, we offered her a $5.00 savings to her monthly service plan for the next 3 months of service if she kept the Health and Safety plan, she accepted this, the discount was added and the base price was $49.99, less $5.00 for a total, prior to taxes, of $44.99.On December 6, 2017, the monthly service invoice generated in the amount of $181.55. This included the monthly service fee of $49.99 less the $5.00 discount, $6.00 for picture/text messaging, one Operator Assisted Calls at .99 cents, $93.45 for minutes overage fees and the applicable taxes of $36.12. Ms. used 2267 minutes, but she only had 2000 available. A review of the usage shows that Ms. began incurring overages on 12/5/17 at 3:01pm, this was the last day of the billing cycle. The automatic payment processed this same day and Ms. called to review her bill, our agent advised of the overages. On 12/7/2017, Ms. called to confirm her account password. Later this day her number ported out and the account was canceled. 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.
I have switched to T mobile who offered me unlimited talk and text for $60. a month. and I bought a phone which has an easy mode, which is similar to Jitterbug. I think that Great call/ Jitterbug take advantage of the elderly by overcharging for their phone services.
Regards
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 to Ms.’s additional comments.
GreatCall made every attempt to place Ms. on a plan that worked for her. As previously stated, on 12/7/2017, Ms. called to confirm her account password and later that same day her number ported out. Once the number was no longer with GreatCall, the account automatically canceled.
At the time of cancellation, Ms. had used 147 minutes, and there was a usage charge on the account in the amount of $2.89. The usage charge included; one, non GreatCall 411 assistance call at $1.50, one GreatCall Operator assistance call at .99 cents and four text/picture messages at .10 cents per message for .40 cents. GreatCall has removed the balance and the account is closed.
We apologize for any inconvenience this situation may have caused.
Best Regards.
I spoke with a representative over the phone and
he said that I needed to add more minutes.
So I changed my plan to $60. a month. Then I
got a bill in the mail for $200. I tried to call
customer service to ask why, and they hung up
on me 4x. Finally an operator said that she
would tell me why, that
I had used too many minutes. So when I went
over the minutes, they charged me 35 cents a
minute.I didn't know they would do that.
They give you a 5 star service and if you don't
want it, they say they will charge you more
for everything else, do you have to have it.
Now I went back to T mobile and for $60. a month
I have unlimited talk and text and no more
$200 charges for phone calls.This Great Call company preys on 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. Ms. is seeking an explanation and an apology.We appreciate the opportunity to respond to Ms.’s complaint and have completed an audit of her GreatCall account. Ms.’s account was established on April 30, 2017 with the direct purchase of a Jitterbug Smart cell phone. GreatCall offers two types of plans, Health & Safety with minutes or minutes only. Ms. choose our Basic Health & Safety plan with 600 minutes and the $5.00 100MB Data Plan for the base price of $34.99.When a customer is within 80% of the allowed monthly service plan, GreatCall will send an automatic usage notification to the cell phone to give the user the opportunity to make a change to the plan, prior to the end of the billing cycle and to avoid overage fees.On June 15, 2017, GreatCall delivered an automatic usage notification to the cell phone, advising that based on the current usage, you have the potential to exceed your monthly data allotment for the bill cycle ending on the 5th. To review your estimated usage, please, contact our friendly customer representative at 1-800-733-6632. GreatCall did not hear from Ms. and on July 6, 2017 the monthly service invoice generated in the amount of $84.05. This included the monthly service fee of $34.99, $2.50 for picture/text messaging, $33.97 for data overage fees and the applicable taxes of $12.59.On July 10, 2017, GreatCall delivered an automatic usage notification to the cell phone, advising that based on the current usage, you have the potential to exceed your monthly data allotment for the bill cycle ending on the 5th. To review your estimated usage, please, contact our friendly customer representative at 1-800-733-6632. Ms. called customer service later this day, we reviewed the usage, explained how to manage data usage, set a data limit and made sure that Ms. was connected to Wi-Fi.On October 26, 2017, GreatCall delivered an automatic usage notification to the cell phone, advising that based on the current usage, you have the potential to exceed your monthly minutes allotment for the bill cycle ending on the 5th. To review your estimated usage, please, contact our friendly customer representative at 1-800-733-6632. On November 1, 2017, Ms. called customer service regarding an issue with her voicemail. We advised that she needed to turn on her data to resolve the issue. We additionally advised of the overages and that she should make a change to her plan, Ms. declined our recommendation.On November 6, 2017, the monthly service invoice generated in the amount of $217.09. This included the monthly service fee of $34.99, $5.10 for picture/text messaging, seven Operator Assisted Calls at .99 cents per call for $6.93, $127.75 for minutes overage fees and the applicable taxes of $42.32. The usage overage fee for this bill cycle was calculated by the minutes used, 1169, less the minutes available, 804, multiplied .35 cents. As stated in the Customer Agreement, found in the user guide, packaged with the phone and which can be viewed at our webpage, https://www.greatcall.com/legal/customer-agreement under section 4.4 How We Calculate Your Bill, “You will incur usage charges at a minimum rate of $0.35 per minute if you exceed your service plan minutes”. This can also be found on the back of very invoice.On November 11, 2017, GreatCall delivered an automatic usage notification to the cell phone, advising that based on the current usage, you have the potential to exceed your monthly minutes allotment for the bill cycle ending on the 5th. To review your estimated usage, please, contact our friendly customer representative at 1-800-733-6632. On November 18, 2017, Ms. called customer service to review her billing and usage. We recommended that based on her usage, she change to the 2000-minute plan. Additionally, since Ms. wanted to remove the Basic Health & Safety, we offered her a $5.00 savings to her monthly service plan for the next 3 months of service if she kept the Health and Safety plan, she accepted this, the discount was added and the base price was $49.99, less $5.00 for a total, prior to taxes, of $44.99.On December 6, 2017, the monthly service invoice generated in the amount of $181.55. This included the monthly service fee of $49.99 less the $5.00 discount, $6.00 for picture/text messaging, one Operator Assisted Calls at .99 cents, $93.45 for minutes overage fees and the applicable taxes of $36.12. Ms. used 2267 minutes, but she only had 2000 available. A review of the usage shows that Ms. began incurring overages on 12/5/17 at 3:01pm, this was the last day of the billing cycle. The automatic payment processed this same day and Ms. called to review her bill, our agent advised of the overages. On 12/7/2017, Ms. called to confirm her account password. Later this day her number ported out and the account was canceled. 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.
I have switched to T mobile who offered me unlimited talk and text for $60. a month. and I bought a phone which has an easy mode, which is similar to Jitterbug. I think that Great call/ Jitterbug take advantage of the elderly by overcharging for their phone services.
Regards
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 to Ms.’s additional comments.
GreatCall made every attempt to place Ms. on a plan that worked for her. As previously stated, on 12/7/2017, Ms. called to confirm her account password and later that same day her number ported out. Once the number was no longer with GreatCall, the account automatically canceled.
At the time of cancellation, Ms. had used 147 minutes, and there was a usage charge on the account in the amount of $2.89. The usage charge included; one, non GreatCall 411 assistance call at $1.50, one GreatCall Operator assistance call at .99 cents and four text/picture messages at .10 cents per message for .40 cents. GreatCall has removed the balance and the account is closed.
We apologize for any inconvenience this situation may have caused.
Best Regards.
I have received 4 *** phones, the first one was from *** and the other 3 were from Great Call. The 1st and 4th phone were new phones, and the other 2 were refurbished. None of these phones lasted more than 2 weeks before they stopped working. The phone number disappeared and there was no service. I spent so many hours on the phone( my house phone ) with Great Calls Customer Service who attempted to help me. Some times they would transfer me to the I.T. personnel. They sometimes would get the phone up and running but it never lasted more than a few days. They would say the SIMS *** was bad or they would not know what the problem was. They sent 2 refurbished phones and then finally a new phone. The last new phone lasted 12 days. Now they are telling me I will not be getting my money back because the plan started over 30 days ago, even though I only had the last phone since 17 November. The people were rude and would not connect me to a supervisor. I was told they were busy and maybe they would get back to me in a day or two. The first phone I ordered was from great calls on 14 October. I then found a cheaper price for the same phone from *** so I ordered it. I then called great calls to cancel the order but was told that even though the order had not been filled they could not cancel the order but all I had to do was return the phone to them through the Post Office using the R.A. number. which was my account number. The package was not opened and I wrote the R.A. number on the unopened package and took the package to the Post Office on 20 October ( I had received the package on 18 October). I called Great Calls every Tuesday and they kept telling me they had not received the phone yet. On 21 November I called and was told the phone had arrived back at their facility on 13 Nov. and I would be getting a credit by 4 December. This did not happen. On 5 Dec. I called and was told the phone arrived on 16 Nov and that it would take 15 to 21 days to get the credit amount.
Re: ***_ Account *** File ***
To Whom It May Concern:
On behalf of GreatCall, Inc. (“GreatCall”), creator of the *** 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.
Our records indicate that Mr. established his account on 10/14/2017, with the direct order of a *** phone. On 10/16/2017 Mr. called in to cancel his order because he purchased the phone on ***. We were unable to cancel Mr. order and asked that he refuse the order. On 10/18/17, Mr. called to activate the ***.
Due to an activation issue, GreatCall replaced Mr. phone several times and per his request, his account was closed on 12/5/17.
GreatCall received the original phone that was purchased from us on 11/14/17. Although refunds are normally processed within 21 business days, due to a chargeback filed by Mr. credit *** company, the funds were immediately returned to Mr., once GreatCall is notified of the outcome, we will not dispute the chargeback.
We have advised Mr. of the refund.
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 filed a dispute with *** and they gave me a conditional credit of $179.85. *** must be working with Great Call to solve this problem. Great Call did call me on 8 December to tell me they would be giving me a credit in the next 3 to 5 business days (13-15 Dec). They did not specify the exact amount that would be refunded. They also are sending a prepaid envelope to return the second refurbished phone. When the credit is returned to me , I will return the phone. I will also notify *** and the Revdex.com of the results. I do not believe Great Call gave you all the facts concerning this problem. If you and *** had not got involved I don't think Great Call would have pursued anything. Thank you for your help in this matter.
Re: *** Account *** File ***
To Whom It May Concern:
On behalf of GreatCall, Inc. (“GreatCall”), creator of the *** and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. Mr. is seeking a refund.
GreatCall is awaiting Mr. credit *** company chargeback dispute outcome. As previously stated, we will accept the chargeback in full, and the conditional credit will become permanent.
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 have received 4 *** phones, the first one was from *** and the other 3 were from Great Call. The 1st and 4th phone were new phones, and the other 2 were refurbished. None of these phones lasted more than 2 weeks before they stopped working. The phone number disappeared and there was no service. I spent so many hours on the phone( my house phone ) with Great Calls Customer Service who attempted to help me. Some times they would transfer me to the I.T. personnel. They sometimes would get the phone up and running but it never lasted more than a few days. They would say the SIMS *** was bad or they would not know what the problem was. They sent 2 refurbished phones and then finally a new phone. The last new phone lasted 12 days. Now they are telling me I will not be getting my money back because the plan started over 30 days ago, even though I only had the last phone since 17 November. The people were rude and would not connect me to a supervisor. I was told they were busy and maybe they would get back to me in a day or two. The first phone I ordered was from great calls on 14 October. I then found a cheaper price for the same phone from *** so I ordered it. I then called great calls to cancel the order but was told that even though the order had not been filled they could not cancel the order but all I had to do was return the phone to them through the Post Office using the R.A. number. which was my account number. The package was not opened and I wrote the R.A. number on the unopened package and took the package to the Post Office on 20 October ( I had received the package on 18 October). I called Great Calls every Tuesday and they kept telling me they had not received the phone yet. On 21 November I called and was told the phone had arrived back at their facility on 13 Nov. and I would be getting a credit by 4 December. This did not happen. On 5 Dec. I called and was told the phone arrived on 16 Nov and that it would take 15 to 21 days to get the credit amount.
Re: ***_ Account *** File ***
To Whom It May Concern:
On behalf of GreatCall, Inc. (“GreatCall”), creator of the *** 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.
Our records indicate that Mr. established his account on 10/14/2017, with the direct order of a *** phone. On 10/16/2017 Mr. called in to cancel his order because he purchased the phone on ***. We were unable to cancel Mr. order and asked that he refuse the order. On 10/18/17, Mr. called to activate the ***.
Due to an activation issue, GreatCall replaced Mr. phone several times and per his request, his account was closed on 12/5/17.
GreatCall received the original phone that was purchased from us on 11/14/17. Although refunds are normally processed within 21 business days, due to a chargeback filed by Mr. credit *** company, the funds were immediately returned to Mr., once GreatCall is notified of the outcome, we will not dispute the chargeback.
We have advised Mr. of the refund.
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 filed a dispute with *** and they gave me a conditional credit of $179.85. *** must be working with Great Call to solve this problem. Great Call did call me on 8 December to tell me they would be giving me a credit in the next 3 to 5 business days (13-15 Dec). They did not specify the exact amount that would be refunded. They also are sending a prepaid envelope to return the second refurbished phone. When the credit is returned to me , I will return the phone. I will also notify *** and the Revdex.com of the results. I do not believe Great Call gave you all the facts concerning this problem. If you and *** had not got involved I don't think Great Call would have pursued anything. Thank you for your help in this matter.
Re: *** Account *** File ***
To Whom It May Concern:
On behalf of GreatCall, Inc. (“GreatCall”), creator of the *** and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. Mr. is seeking a refund.
GreatCall is awaiting Mr. credit *** company chargeback dispute outcome. As previously stated, we will accept the chargeback in full, and the conditional credit will become permanent.
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