Great Call Reviews (%countItem)
Great Call Rating
Address: PO Box 4428, Carlsbad, California, United States, 92018-4428
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Billing practices are at best deceptive and at worst intentionally abusive.
Used the service for a year. Called to cancel and they first insisted that I should be billed for the subsequent month, despite turning off the service. After protesting and insisting to speak to a supervisor, was told I would receive a charge and a credit for that month. That did occur. The following month - now well over a month away from cancelling, I received another bill. Upon calling again, no explanation was provided; I was told "it was still on automatic payment even though the service was turned off". I am waiting to see if I receive the credit and no more bills.
Even if I do... this is a service used primarily by elderly people. I wonder how many are "accidentally" being billed, without realizing it, for months after cancelling the service because the company is still on 'automatic payment' without permission from the customer.
thank you for your feedback. We see that you canceled your account the day after your bill cycle ended and although our agent placed the credit on your account, the payment had already been processed to your credit or debit card and was posted. When you called us today and made us aware of the posted payment, our agent refunded the amount back to your card. You should see the refund posted to your credit/debit card in 3-5 business days, depending on your credit card company. We apologize for any inconvenience this one billing issue may have caused you.
Billing practices are at best deceptive and at worst intentionally abusive.
Used the service for a year. Called to cancel and they first insisted that I should be billed for the subsequent month, despite turning off the service. After protesting and insisting to speak to a supervisor, was told I would receive a charge and a credit for that month. That did occur. The following month - now well over a month away from cancelling, I received another bill. Upon calling again, no explanation was provided; I was told "it was still on automatic payment even though the service was turned off". I am waiting to see if I receive the credit and no more bills.
Even if I do... this is a service used primarily by elderly people. I wonder how many are "accidentally" being billed, without realizing it, for months after cancelling the service because the company is still on 'automatic payment' without permission from the customer.
thank you for your feedback. We see that you canceled your account the day after your bill cycle ended and although our agent placed the credit on your account, the payment had already been processed to your credit or debit card and was posted. When you called us today and made us aware of the posted payment, our agent refunded the amount back to your card. You should see the refund posted to your credit/debit card in 3-5 business days, depending on your credit card company. We apologize for any inconvenience this one billing issue may have caused you.
I had a health safety device through Great Call. I found I did not need to continue service so sent written notice with bill payment notifying them with my request. The auto-pay payment Great Call had through my bank still had the payments being withdrawn. I sent a second written notice notifying them of the stop of service and when it is to go into affect. Once again, they did not stop the auto-payments. There was then a phone contact notice and that did not make a difference either.
I contacted my bank and explain the issue and they researched the situation stating that they would put the incorrect withdrawals back into my account until after contacting Great Call clarifying the issue. After reviewing the issue, the bank determined that Great Call was in error and had to return the payments back to the back and they did just that. My bank notified me of their findings and what was being done.
Soon after Great Call returned the money to the bank, they began sending me collection letters for the returned amount. They even kept charging the monthly fee and adding onto to initial balance they returned. I contacted customer service and the treatment I received was beyond inappropriate. After explaining my past 3 notifications and the bank conclusion, I was told (and several times) that I did not do any of the procedures I had taken, implying I was lying because it would have been stamped. I came to find out that notifications do no go to customer service then another time I was told they did and that these notifications go to customer service and in turn, customer service contacts the customer. Then I was told that not communication in changing service status can not be made in any way, but, then again I had originally began my service online. Of course I still was informed that I was not truthful and lying about the entire thing. The agent was belligerent and disrespectful. I was not even permitted to talk with a supervisor/manager because they could not do anything more.
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. was dissatisfied with the cancellation process and would like a refund.
We appreciate the opportunity to respond to Ms.’s complaint and have completed an audit of her GreatCall account.
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, and to protect account security, all cancellations must be processed over the phone.
GreatCall does not have a record indicating we received a letter from Ms. requesting to cancel her service.
Our records show that Ms. filled a chargeback on 8/10/2017 for service from 4/27/17 through 7/26/17. We attempted to reach Ms. several times on the cell phone and home phone number on file, but were unable to do so.
On 10/15/17, GreatCall received an email from Ms. regarding the status of her account. Since we found two accounts for Ms., we replied to her email for clarification as there was no previous record requesting to disconnect her account, GreatCall did not receive a reply.
On 11/1/17 by GreatCall’s Financial Service Team connected with Ms. and her Splash device account was disconnected.
Although GreatCall considers the monthly service fees 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.
Tell us why here...
WILL NOT GIVE REFUND
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. Mr. is seeking a refund.
We appreciate the opportunity to respond to Mr.’s complaint and have completed an audit of his GreatCall account.
Our records show that Mr. established his account with the online purchase of a Jitterbug Flip cell phone on 10/25/2017. The phone was activated and first used on 11/2/2017.
Mr. called on 10/26/2017 to make a change to his rate plan, he wanted to add a Health & Safety plan and the change was made.
Mr. called on 11/7/2017 to cancel his account, he stated that he did not like the phone. GreatCall offered to extend 30-day return window, but Mr. declined. The account was closed and the return information was given.
Per GreatCall’s 30-day return policy, as found in the user guide packaged with the phone and which can be viewed at our web page, www.greatcall.com/legal/guarantee, once the phone is received by GreatCall in “like new” condition, any refund due, will be processed within 21 business days.
GreatCall received Mr.’s returned phone on 11/17/2017 and any refund due to Mr., will be returned to the *** ending in ***, on or before 12/19/2017.
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 want my money returned
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. Mr. is seeking a refund.GreatCall processes all refunds in the order that they are received. As previously stated, Mr.’s refund will process on or before 12/19/2017. This is within the 21-business day expectation as stated in the GreatCall 30-day return policy. We apologize for any inconvenience this situation may have caused.Best Regards.
I had a health safety device through Great Call. I found I did not need to continue service so sent written notice with bill payment notifying them with my request. The auto-pay payment Great Call had through my bank still had the payments being withdrawn. I sent a second written notice notifying them of the stop of service and when it is to go into affect. Once again, they did not stop the auto-payments. There was then a phone contact notice and that did not make a difference either.
I contacted my bank and explain the issue and they researched the situation stating that they would put the incorrect withdrawals back into my account until after contacting Great Call clarifying the issue. After reviewing the issue, the bank determined that Great Call was in error and had to return the payments back to the back and they did just that. My bank notified me of their findings and what was being done.
Soon after Great Call returned the money to the bank, they began sending me collection letters for the returned amount. They even kept charging the monthly fee and adding onto to initial balance they returned. I contacted customer service and the treatment I received was beyond inappropriate. After explaining my past 3 notifications and the bank conclusion, I was told (and several times) that I did not do any of the procedures I had taken, implying I was lying because it would have been stamped. I came to find out that notifications do no go to customer service then another time I was told they did and that these notifications go to customer service and in turn, customer service contacts the customer. Then I was told that not communication in changing service status can not be made in any way, but, then again I had originally began my service online. Of course I still was informed that I was not truthful and lying about the entire thing. The agent was belligerent and disrespectful. I was not even permitted to talk with a supervisor/manager because they could not do anything more.
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. was dissatisfied with the cancellation process and would like a refund.
We appreciate the opportunity to respond to Ms.’s complaint and have completed an audit of her GreatCall account.
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, and to protect account security, all cancellations must be processed over the phone.
GreatCall does not have a record indicating we received a letter from Ms. requesting to cancel her service.
Our records show that Ms. filled a chargeback on 8/10/2017 for service from 4/27/17 through 7/26/17. We attempted to reach Ms. several times on the cell phone and home phone number on file, but were unable to do so.
On 10/15/17, GreatCall received an email from Ms. regarding the status of her account. Since we found two accounts for Ms., we replied to her email for clarification as there was no previous record requesting to disconnect her account, GreatCall did not receive a reply.
On 11/1/17 by GreatCall’s Financial Service Team connected with Ms. and her Splash device account was disconnected.
Although GreatCall considers the monthly service fees 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.
Tell us why here...
WILL NOT GIVE REFUND
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. Mr. is seeking a refund.
We appreciate the opportunity to respond to Mr.’s complaint and have completed an audit of his GreatCall account.
Our records show that Mr. established his account with the online purchase of a Jitterbug Flip cell phone on 10/25/2017. The phone was activated and first used on 11/2/2017.
Mr. called on 10/26/2017 to make a change to his rate plan, he wanted to add a Health & Safety plan and the change was made.
Mr. called on 11/7/2017 to cancel his account, he stated that he did not like the phone. GreatCall offered to extend 30-day return window, but Mr. declined. The account was closed and the return information was given.
Per GreatCall’s 30-day return policy, as found in the user guide packaged with the phone and which can be viewed at our web page, www.greatcall.com/legal/guarantee, once the phone is received by GreatCall in “like new” condition, any refund due, will be processed within 21 business days.
GreatCall received Mr.’s returned phone on 11/17/2017 and any refund due to Mr., will be returned to the *** ending in ***, on or before 12/19/2017.
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 want my money returned
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. Mr. is seeking a refund.GreatCall processes all refunds in the order that they are received. As previously stated, Mr.’s refund will process on or before 12/19/2017. This is within the 21-business day expectation as stated in the GreatCall 30-day return policy. We apologize for any inconvenience this situation may have caused.Best Regards.
The Jitterbug cellphone I purchased from *** required "activation" by Great Call. Upon calling to have the cell phone "activated" I was advised there would be a $30 activation fee. Nowhere in any advertising, product box, product literature, sales discussion with *** or GreatCall.com web pages was there any indication that a $30 fee would be imposed by Great Call. I discussed this with a Great Call supervisor and was told that that was the way they do "activation". Realizing I had no choice I reluctantly acquiesced and paid the $30.00 to have the phone "activated".
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. Mr. is disputing the activation fee.
We appreciate the opportunity to respond to Mr.’s complaint and have completed an audit of his GreatCall account.
GreatCall does not have contracts or cancellation fees, however, we do charge for activation. A statement towards the bottom of each Jitterbug handset box reads: Plans and Services require purchase of a GreatCall device and a one-time setup fee of $35. Monthly fees do not include government taxes or assessment surcharges and are subject to change.
Additionally, 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, there is a fee associated with beginning your service and there may be a fee associated with reactivating your service.
We apologize for any inconvenience this situation may have caused.
Best Regards.
The Jitterbug cellphone I purchased from *** required "activation" by Great Call. Upon calling to have the cell phone "activated" I was advised there would be a $30 activation fee. Nowhere in any advertising, product box, product literature, sales discussion with *** or GreatCall.com web pages was there any indication that a $30 fee would be imposed by Great Call. I discussed this with a Great Call supervisor and was told that that was the way they do "activation". Realizing I had no choice I reluctantly acquiesced and paid the $30.00 to have the phone "activated".
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. Mr. is disputing the activation fee.
We appreciate the opportunity to respond to Mr.’s complaint and have completed an audit of his GreatCall account.
GreatCall does not have contracts or cancellation fees, however, we do charge for activation. A statement towards the bottom of each Jitterbug handset box reads: Plans and Services require purchase of a GreatCall device and a one-time setup fee of $35. Monthly fees do not include government taxes or assessment surcharges and are subject to change.
Additionally, 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, there is a fee associated with beginning your service and there may be a fee associated with reactivating your service.
We apologize for any inconvenience this situation may have caused.
Best Regards.
I canceled the usage of my great phone in August by writing a letter and attaching it to the bill I was sent I did this again in September. The phone quit working and had extremely poor service before that I tried to remove my automatic payment visa card from the online account and there is no way to do that. The company continued to take money out of my account $89 once for two months and $ 45 for other month and I couldn't stop them The phone shows that it has not been used since August 2017 and its non working I called the company and there answer was I could not close the account in writing and they refuse to refund me the money except $45 the other $89 they just stole from my account I did not have a contract nor did I authorize for payment for those months there answer was the only way to cancel is through calling them but I didn't have a working phone to do that. I feel this is abuse of the elderly and that they took money for no service provided. Please beware of this company they avertize inb my senior citizen newsletters etc and don't tell you that you can't cancel by writing to them.
Re: *** 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. was dissatisfied with the cancellation process and would like a refund.
We appreciate the opportunity to respond to Ms. complaint and have completed an audit of her GreatCall account.
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, and to protect account security, all cancellations must be processed over the phone.
GreatCall does not have a record indicating we received a letter from Ms. requesting to cancel her service.
Our records show that Ms.’ called on 11/16/17 to cancel service and the service was cancelled. A credit of $45.00 was applied to the account for the current invoice, dated 11/2/17 and a refund of $44.78, for the 10/2/17 invoice, back to her credit card.
Additionally, as a courtesy, we have credited one month of service, $45.00, to the credit card and this should post in 3-5 business days. The balance on the account is now $0 and GreatCall considers this matter to be closed.
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 canceled the usage of my great phone in August by writing a letter and attaching it to the bill I was sent I did this again in September. The phone quit working and had extremely poor service before that I tried to remove my automatic payment visa card from the online account and there is no way to do that. The company continued to take money out of my account $89 once for two months and $ 45 for other month and I couldn't stop them The phone shows that it has not been used since August 2017 and its non working I called the company and there answer was I could not close the account in writing and they refuse to refund me the money except $45 the other $89 they just stole from my account I did not have a contract nor did I authorize for payment for those months there answer was the only way to cancel is through calling them but I didn't have a working phone to do that. I feel this is abuse of the elderly and that they took money for no service provided. Please beware of this company they avertize inb my senior citizen newsletters etc and don't tell you that you can't cancel by writing to them.
Re: *** 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. was dissatisfied with the cancellation process and would like a refund.
We appreciate the opportunity to respond to Ms. complaint and have completed an audit of her GreatCall account.
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, and to protect account security, all cancellations must be processed over the phone.
GreatCall does not have a record indicating we received a letter from Ms. requesting to cancel her service.
Our records show that Ms.’ called on 11/16/17 to cancel service and the service was cancelled. A credit of $45.00 was applied to the account for the current invoice, dated 11/2/17 and a refund of $44.78, for the 10/2/17 invoice, back to her credit card.
Additionally, as a courtesy, we have credited one month of service, $45.00, to the credit card and this should post in 3-5 business days. The balance on the account is now $0 and GreatCall considers this matter to be closed.
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
The Jitterbug is widely advertised in the my area and is obviously made to appeal to seniors. It has often touted as a great gift for seniors. I would beg to differ! While the features are simple and easy to use, all is not as it seems. I selected a plan with 600 minutes, 300 text messages, and 100 MB of data -- all of which being far, far more than I had ever used. My complaint is twofold: (1) the return policy requires items to be returned in packaging as shipped. Luckily I kept mine; but, do most people? and (2) data! Together, my wife and I have never used more than 70 KB of data; we just don't use it. With Great Call, I found I had used all of my data in just a few days (because my computer was left on). The point is that they compute data in their own unique way. A way that is totally alien to most other providers. I fear that too many Seniors will 1) throw away their packaging and 2) feel trapped when they have the same "data" experience I had. On the plus side, they did refund my money in a timely manner.
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. Mr. *** was dissatisfied with GreatCall’s data usage measuring.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 9/18/17, with the direct purchase of two Jitterbug Smart cell phones. Mr. choose the 600 minutes with 300 text messages and 100MB data for his service plan for both phones. The phones were delivered and activated on 9/25/17 Mr. ported in his cell phone numbers from a previous carrier and the port in completed on 9/26/17. On 10/12/17, GreatCall sent a usage notification to phone number 9***, advising that the available data, 10240, had been used and to call GreatCall to avoid overage charges. Mr. called GreatCall this same day, we explained that he had exceeded the allowed data and recommended he change to a higher plan to cover the overage. He agreed to change to 200MB, for $5 more and the change was made. We advised Mr. that he could set a data limit, that he should close internet tabs when done, so that they are not running in the background using data and that he should add his Wi-Fi account to the phone. On 10/13/17, Mr. called to cancel his account due to data usage. We offered to assist with setting the data limit and adding his Wi-Fi, but Mr. declined. The account was closed and the return information provided.The Jitterbug Smart cell phone, like other Android smart phones, requires a data plan to access the internet. Whenever a user is connected to the internet, they will be using data, unless they are connected to Wi-Fi. GreatCall measures data usage by Kilobytes, like other cell phone providers and is an industry standard for measurement, there are 1024 Kilobytes in a Megabyte. 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 stand behind my original complaint. I complain NOT for myself but for other elderly people. I am suggesting that many older people get Great Call because of its "health Alert" apps. and with that being okay, they don't mind being charged extra for data usage. My data usage with sprint, Verizon and then with Great Call were accurate. I've never exceeded data usage except with Great Call! Never! In order to curtail data usage, Great Call was advising me that I had to basically change my habits; I habitually leave my computer on sleep; I leave games on, etc. They wanted me to begin logging off of everything and shutting down my computer at night -- these are things I am just too dang old to do. And, too ornery, too. I still maintain that IDF Great Call is going to patronize and solicit business from old people, then they shouldn't expect them to change their entire lives. I just got my new Verizon bell and I have used almost no data! The cast is closed as far as I am concerned. If Revdex.com is okay with old people getting shafted, then I am sure the FCC and everyone else is also.
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 Mr.’s rebuttal.
We are sorry that Mr. was not completely satisfied with the data usage on his Jitterbug Smart phone and we appreciate his feedback.
Mr. is stating that he habitually leaves his computer on sleep and does not shut it down. To clarify, GreatCall never recommended for Mr. to shut down his Jitterbug Smart cell phone, only to close any unused applications. Applications left running in the background of any smart cell phone will use data when the user is not connected to Wi-Fi. Whenever a device is connected to Wi-Fi, the user is not using their data. GreatCall recommended and attempted to assist Mr. in connecting his Wi-Fi account to his Jitterbug Smart.
We apologize for any inconvenience this situation may have caused.
Best Regards.
My bill was supposed to be around $15, and it was always between $150-$200. I changed plans numerous times to increase minutes. I stopped the service and paid the final bill months ago. I just received another bill for almost $200. I told them that I am not paying it, and to write it off. I would appreciate it of you would prevent them from taking me to collections.
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. Ms. is disputing a bill.
We appreciate the opportunity to respond to Ms.’ complaint and have completed an audit of her GreatCall account.
GreatCall will send an automatic, usage notification to the cell phone if a user has reached or exceeded 80% of the available monthly allotted minutes. The message states; Hello, GreatCall, your wireless provider, would like to notify you that based on your current usage you have the potential to exceed your monthly minutes allotment for the bill cycle ending on the (date). To review your estimated usage, please, contact our friendly customer representative at 1-800-733-6632. To opt out, please press 1. To hear the message again, press 2.
A review shows that on 6/3/2016, GreatCall delivered a usage notification to Ms.’ cell phone that at least 975 of 1200 of the available minutes had been used and the number one was pressed to opt out of receiving any future notices.
For the next four bill cycles, Ms. exceeded her monthly allotted minutes of 600 and overage fees incurred at .35 cents per minute.
On 10/13/2016, Ms. and Ms. *** called to review usage on the account. Based on the usage, our advisor recommended a change to 2000 minutes, this was accepted and the plan was changed.
On 12/20/2016, Ms. called to inquire about the account number and the information was provided. Later this day, the cell phone number was ported out to a new carrier and the account was closed.
The final bill processed on 1/6/2017, the balance was zero, GreatCall has no record of any invoice after this and there has been no balance due on the account since.
We apologize for any inconvenience this situation may have caused.
Best Regards.
My bill was supposed to be around $15, and it was always between $150-$200. I changed plans numerous times to increase minutes. I stopped the service and paid the final bill months ago. I just received another bill for almost $200. I told them that I am not paying it, and to write it off. I would appreciate it of you would prevent them from taking me to collections.
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. Ms. is disputing a bill.
We appreciate the opportunity to respond to Ms.’ complaint and have completed an audit of her GreatCall account.
GreatCall will send an automatic, usage notification to the cell phone if a user has reached or exceeded 80% of the available monthly allotted minutes. The message states; Hello, GreatCall, your wireless provider, would like to notify you that based on your current usage you have the potential to exceed your monthly minutes allotment for the bill cycle ending on the (date). To review your estimated usage, please, contact our friendly customer representative at 1-800-733-6632. To opt out, please press 1. To hear the message again, press 2.
A review shows that on 6/3/2016, GreatCall delivered a usage notification to Ms.’ cell phone that at least 975 of 1200 of the available minutes had been used and the number one was pressed to opt out of receiving any future notices.
For the next four bill cycles, Ms. exceeded her monthly allotted minutes of 600 and overage fees incurred at .35 cents per minute.
On 10/13/2016, Ms. and Ms. *** called to review usage on the account. Based on the usage, our advisor recommended a change to 2000 minutes, this was accepted and the plan was changed.
On 12/20/2016, Ms. called to inquire about the account number and the information was provided. Later this day, the cell phone number was ported out to a new carrier and the account was closed.
The final bill processed on 1/6/2017, the balance was zero, GreatCall has no record of any invoice after this and there has been no balance due on the account since.
We apologize for any inconvenience this situation may have caused.
Best Regards.
The Jitterbug is widely advertised in the my area and is obviously made to appeal to seniors. It has often touted as a great gift for seniors. I would beg to differ! While the features are simple and easy to use, all is not as it seems. I selected a plan with 600 minutes, 300 text messages, and 100 MB of data -- all of which being far, far more than I had ever used. My complaint is twofold: (1) the return policy requires items to be returned in packaging as shipped. Luckily I kept mine; but, do most people? and (2) data! Together, my wife and I have never used more than 70 KB of data; we just don't use it. With Great Call, I found I had used all of my data in just a few days (because my computer was left on). The point is that they compute data in their own unique way. A way that is totally alien to most other providers. I fear that too many Seniors will 1) throw away their packaging and 2) feel trapped when they have the same "data" experience I had. On the plus side, they did refund my money in a timely manner.
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. Mr. *** was dissatisfied with GreatCall’s data usage measuring.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 9/18/17, with the direct purchase of two Jitterbug Smart cell phones. Mr. choose the 600 minutes with 300 text messages and 100MB data for his service plan for both phones. The phones were delivered and activated on 9/25/17 Mr. ported in his cell phone numbers from a previous carrier and the port in completed on 9/26/17. On 10/12/17, GreatCall sent a usage notification to phone number 9***, advising that the available data, 10240, had been used and to call GreatCall to avoid overage charges. Mr. called GreatCall this same day, we explained that he had exceeded the allowed data and recommended he change to a higher plan to cover the overage. He agreed to change to 200MB, for $5 more and the change was made. We advised Mr. that he could set a data limit, that he should close internet tabs when done, so that they are not running in the background using data and that he should add his Wi-Fi account to the phone. On 10/13/17, Mr. called to cancel his account due to data usage. We offered to assist with setting the data limit and adding his Wi-Fi, but Mr. declined. The account was closed and the return information provided.The Jitterbug Smart cell phone, like other Android smart phones, requires a data plan to access the internet. Whenever a user is connected to the internet, they will be using data, unless they are connected to Wi-Fi. GreatCall measures data usage by Kilobytes, like other cell phone providers and is an industry standard for measurement, there are 1024 Kilobytes in a Megabyte. 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 stand behind my original complaint. I complain NOT for myself but for other elderly people. I am suggesting that many older people get Great Call because of its "health Alert" apps. and with that being okay, they don't mind being charged extra for data usage. My data usage with sprint, Verizon and then with Great Call were accurate. I've never exceeded data usage except with Great Call! Never! In order to curtail data usage, Great Call was advising me that I had to basically change my habits; I habitually leave my computer on sleep; I leave games on, etc. They wanted me to begin logging off of everything and shutting down my computer at night -- these are things I am just too dang old to do. And, too ornery, too. I still maintain that IDF Great Call is going to patronize and solicit business from old people, then they shouldn't expect them to change their entire lives. I just got my new Verizon bell and I have used almost no data! The cast is closed as far as I am concerned. If Revdex.com is okay with old people getting shafted, then I am sure the FCC and everyone else is also.
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 Mr.’s rebuttal.
We are sorry that Mr. was not completely satisfied with the data usage on his Jitterbug Smart phone and we appreciate his feedback.
Mr. is stating that he habitually leaves his computer on sleep and does not shut it down. To clarify, GreatCall never recommended for Mr. to shut down his Jitterbug Smart cell phone, only to close any unused applications. Applications left running in the background of any smart cell phone will use data when the user is not connected to Wi-Fi. Whenever a device is connected to Wi-Fi, the user is not using their data. GreatCall recommended and attempted to assist Mr. in connecting his Wi-Fi account to his Jitterbug Smart.
We apologize for any inconvenience this situation may have caused.
Best Regards.
`we did not receive a bill from the company, and my wife called them four times
asking for it. them I received a call I felt threating for non payment I said
you have not sent a bill. He stated that it sent early, and I was required to pay
it. I said that I did not receive it and wanted to know what I was being charged.
he said the bill was sent and that was all the company was responsible for.My
wife had called the company four times about not having the bill. I sent the payment and it received the following Monday. He the financial blamed the post
office,but I will not believe due to his attitude conveyed over the phone.
Re: *** Account *** Complaint # ***
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 a review of his GreatCall account.
Our records show that Mr.’ monthly billing period ends on the 21st of each month. Billing is mailed to the address on record within two business days after the 21st of each month. Additionally, billing can be viewed by Mr. Senyovics through his www.mygreatcall.com account. Should Mr. require any assistance with accessing his billing online, we suggest that contacts our Customer Service at 1-800-733-6632.
Although mail delivery through the Unites States Postal Service is outside of our control, we apologize for any inconvenience this situation may have caused.
Best Regards.
`we did not receive a bill from the company, and my wife called them four times
asking for it. them I received a call I felt threating for non payment I said
you have not sent a bill. He stated that it sent early, and I was required to pay
it. I said that I did not receive it and wanted to know what I was being charged.
he said the bill was sent and that was all the company was responsible for.My
wife had called the company four times about not having the bill. I sent the payment and it received the following Monday. He the financial blamed the post
office,but I will not believe due to his attitude conveyed over the phone.
Re: *** Account *** Complaint # ***
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 a review of his GreatCall account.
Our records show that Mr.’ monthly billing period ends on the 21st of each month. Billing is mailed to the address on record within two business days after the 21st of each month. Additionally, billing can be viewed by Mr. Senyovics through his www.mygreatcall.com account. Should Mr. require any assistance with accessing his billing online, we suggest that contacts our Customer Service at 1-800-733-6632.
Although mail delivery through the Unites States Postal Service is outside of our control, we apologize for any inconvenience this situation may have caused.
Best Regards.
For three years they have sent me bills for my medical alert button. In June this year they stopped and have refused to send anymore bills. They have been told no bill no payment. They continue to harass me for money.
Re: *** Account *** Complaint # ***
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 a review of his GreatCall account.
Our records indicate that the bills mailed to Mr., starting in August of this year, have been returned to us by the United States Postal Service as “undeliverable.” After extensive messages from Mr. through Social Media, we have confirmed the billing address and re-mailed him the billings that were not delivered by his postal carrier.
We apologize for any inconvenience this situation may have caused.
Best Regards.
For three years they have sent me bills for my medical alert button. In June this year they stopped and have refused to send anymore bills. They have been told no bill no payment. They continue to harass me for money.
Re: *** Account *** Complaint # ***
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 a review of his GreatCall account.
Our records indicate that the bills mailed to Mr., starting in August of this year, have been returned to us by the United States Postal Service as “undeliverable.” After extensive messages from Mr. through Social Media, we have confirmed the billing address and re-mailed him the billings that were not delivered by his postal carrier.
We apologize for any inconvenience this situation may have caused.
Best Regards.
I have two accounts with Great Call; one for my parents (87) and for my aunt (72).
One account plan is for 250 minutes – the other for an unlimited plan totaling $93.65 per month for both phones.
The later account plan was purchased in May 2016 but we had numerous technical issues with this model phone; Battery going dead, problem hearing and the last issue was inability to recover voice mails which are all important for the elderly.
I Called on 9/2 (believe I spoke to ***) to see what cancellation policy was as I decided to purchase another phone/provider. The rep had seen the latest issues with the voice mail and agreed to send a new phone. I had decided to have a landline installed for my aunt and inquired about the limited plan of 25o minutes. The rep changed the plan from unlimited to the 250.
On 9/11 I called and spoke to *** as the bill I received was for $328.25 and had an overage charge of $231.35 for the one account. The rep explained that I must have consented that the new plan would be backdated to 8/5 the beginning of the billing cycle. I know that on average the minutes per month for this account were approx. 800 per month so I would never agreed to a 250 minute plan when the minutes already exceeded that amount at the end of the month. The rep said she would go to manager and they would get back to me that day. I gave them my cell number but received no call.
Called again on 9/15 called and spoke to *** about the same issue. She also said she would check with manager and get back that day. I asked her to change the plan back to unlimited so there would be no future overages until this matter was resolved. . Never received a call back.
Called again on 9/26 called and spoke to Agnes who said she would research. I stated I would like an answer on the overage and if I will be credited. Agnes has no record of a supervisor getting the situation to review and will send the notes to a new supervisor. Gave my cell again and received no call.
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 billing assistance.
We appreciate the opportunity to respond to Ms.’s complaint and have completed an audit of her GreatCall account.
On 9/2/17, Ms. called to inquire about GreatCall’s basic Health & Safety plan with 250 minutes and our agent made a change to the plan. A review shows that we should not have made the change to the lower plan as Ms.’s current usage would not support the lower minutes and the usage overage fee occurred.
GreatCall has credited the usage over fee of $233.33, to the account and refund the amount back to the *** card ending in ***. The refund should post to the card in 3-5 business days.
We attempted to reach Ms. on 10/18/17, to advise of the credit but there was no answer.
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 two accounts with Great Call; one for my parents (87) and for my aunt (72).
One account plan is for 250 minutes – the other for an unlimited plan totaling $93.65 per month for both phones.
The later account plan was purchased in May 2016 but we had numerous technical issues with this model phone; Battery going dead, problem hearing and the last issue was inability to recover voice mails which are all important for the elderly.
I Called on 9/2 (believe I spoke to ***) to see what cancellation policy was as I decided to purchase another phone/provider. The rep had seen the latest issues with the voice mail and agreed to send a new phone. I had decided to have a landline installed for my aunt and inquired about the limited plan of 25o minutes. The rep changed the plan from unlimited to the 250.
On 9/11 I called and spoke to *** as the bill I received was for $328.25 and had an overage charge of $231.35 for the one account. The rep explained that I must have consented that the new plan would be backdated to 8/5 the beginning of the billing cycle. I know that on average the minutes per month for this account were approx. 800 per month so I would never agreed to a 250 minute plan when the minutes already exceeded that amount at the end of the month. The rep said she would go to manager and they would get back to me that day. I gave them my cell number but received no call.
Called again on 9/15 called and spoke to *** about the same issue. She also said she would check with manager and get back that day. I asked her to change the plan back to unlimited so there would be no future overages until this matter was resolved. . Never received a call back.
Called again on 9/26 called and spoke to Agnes who said she would research. I stated I would like an answer on the overage and if I will be credited. Agnes has no record of a supervisor getting the situation to review and will send the notes to a new supervisor. Gave my cell again and received no call.
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 billing assistance.
We appreciate the opportunity to respond to Ms.’s complaint and have completed an audit of her GreatCall account.
On 9/2/17, Ms. called to inquire about GreatCall’s basic Health & Safety plan with 250 minutes and our agent made a change to the plan. A review shows that we should not have made the change to the lower plan as Ms.’s current usage would not support the lower minutes and the usage overage fee occurred.
GreatCall has credited the usage over fee of $233.33, to the account and refund the amount back to the *** card ending in ***. The refund should post to the card in 3-5 business days.
We attempted to reach Ms. on 10/18/17, to advise of the credit but there was no answer.
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