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Great Call Rating
Address: PO Box 4428, Carlsbad, California, United States, 92018-4428
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Elderly grandmother bought this phone and set it up could not use and took it back tothe store with the understanding from the company that if she didn't use it she didnt have to pay. This company is now saying that she owes them double the agreement and refused to look at the dates she had the phone and fix the problem. They were very disrespectful to her and I got the phone and they were rude to me also.
Re: *** on behalf of *** _ Account *** File ***
To Whom It May Concern:On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response,this letter is submitted in response to the above-referenced complaint.
We appreciate the opportunity to respond Ms. complaint and have completed areview of their GreatCall account.
Our records show that Ms. established her account on April 9, 2019, with the activation ofa Jitterbug Smart 2 phone purchased from a retail location. At that time, she selected a monthlyservice rate plan that included 250 minutes plan, with access to our 5Star Urgent Responseservice for $26.99, 40MB of data for $2.49, and a pay-per-use ($0.10 each) text messageoption. With all rate plan components factored together, the total service plan selected was$29.48, plus taxes and fees, monthly. To start the service, Ms. requested the one-timeService Activation Fee of $35.00, plus tax, to be placed on the first invoice. We honored herrequest and advised her that billing begins within five days of activation.
While GreatCall is a month-to-month, no-contact, wireless service provider that bills in advance,we are not a pre-paid service. Prepaid service providers typically require immediate payment fortheir activation and service fees prior to initiating service on a handset.
On April 10, 2019, Ms. first invoice was generated for $76.67, which included themonthly service charges and the activation fee described above.
On May 10, 2019, Ms. second invoice was generated for $112.99, which included the$76.67 described above and the second monthly service charges.
On May 14, 2019, we sent an automated Billing Notification warning call to Ms. homephone number to advise her the account was 17 days past due. Our systems indicate that thecall was received but was delivered to the voicemail/answering machine. Later that same day,Ms. and Ms. called us to disconnect the account and asked to speak with aSupervisor regarding the amount due. Per their request, we processed the cancellation ofservice and issued a billing credit of $36.32 (representing the second monthly service charges)towards the balance due and advised them a Supervisor would call them back.
After a further review of Ms. account, our Supervisor provided an additional credit of$76.67, which left the account with a zero balance. We attempted to call Ms. on May16, 2019 to inform her of the adjustment made but received no answer. We left a voicemailmessage informing her that the account now shows a zero balance.
We apologize for any inconvenience this situation may have caused.
Best Regards.
Elderly grandmother bought this phone and set it up could not use and took it back tothe store with the understanding from the company that if she didn't use it she didnt have to pay. This company is now saying that she owes them double the agreement and refused to look at the dates she had the phone and fix the problem. They were very disrespectful to her and I got the phone and they were rude to me also.
Re: *** on behalf of *** _ Account *** File ***
To Whom It May Concern:On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response,this letter is submitted in response to the above-referenced complaint.
We appreciate the opportunity to respond Ms. complaint and have completed areview of their GreatCall account.
Our records show that Ms. established her account on April 9, 2019, with the activation ofa Jitterbug Smart 2 phone purchased from a retail location. At that time, she selected a monthlyservice rate plan that included 250 minutes plan, with access to our 5Star Urgent Responseservice for $26.99, 40MB of data for $2.49, and a pay-per-use ($0.10 each) text messageoption. With all rate plan components factored together, the total service plan selected was$29.48, plus taxes and fees, monthly. To start the service, Ms. requested the one-timeService Activation Fee of $35.00, plus tax, to be placed on the first invoice. We honored herrequest and advised her that billing begins within five days of activation.
While GreatCall is a month-to-month, no-contact, wireless service provider that bills in advance,we are not a pre-paid service. Prepaid service providers typically require immediate payment fortheir activation and service fees prior to initiating service on a handset.
On April 10, 2019, Ms. first invoice was generated for $76.67, which included themonthly service charges and the activation fee described above.
On May 10, 2019, Ms. second invoice was generated for $112.99, which included the$76.67 described above and the second monthly service charges.
On May 14, 2019, we sent an automated Billing Notification warning call to Ms. homephone number to advise her the account was 17 days past due. Our systems indicate that thecall was received but was delivered to the voicemail/answering machine. Later that same day,Ms. and Ms. called us to disconnect the account and asked to speak with aSupervisor regarding the amount due. Per their request, we processed the cancellation ofservice and issued a billing credit of $36.32 (representing the second monthly service charges)towards the balance due and advised them a Supervisor would call them back.
After a further review of Ms. account, our Supervisor provided an additional credit of$76.67, which left the account with a zero balance. We attempted to call Ms. on May16, 2019 to inform her of the adjustment made but received no answer. We left a voicemailmessage informing her that the account now shows a zero balance.
We apologize for any inconvenience this situation may have caused.
Best Regards.
Not sure this does any good because the organization is very disorganized. I spoke with 4 different representatives today and a supervisor. The supervisor was polite and intelligent, but two of the customer service reps were rude and out of line. One customer service rep insisted on transfering my current verizon number (I have a verizon basic phone and wanted to keep the number). The great call device would not activate. I thus had no working phone.
As of this minute, I am on the phone with verizon trying to get my basic phone reactivated.
I was put through the same steps of the activation process with Jitterbug 4 times and they have asked me to call back to try a 5th time. I have spent a total of five hours on the phone today. One of the agents refused to let me speak with a supervisor.
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. We were able to locate your account and see that your port out is pending a resolution from Verizon. We appreciate your patience during this process. If you have any further questions or need assistance on how to use your Jitterbug Smart2 we also have how to videos. We will send it directly to your phone in the form of a text message.
The device, the Lively Wearable, is a device that is worn around the neck. This device had fall detection enable until recently. The fall detection was included in the price of the service of $14.99. The device now, as of recently, shows; "FALL DETECTION NOT ENABLED". I spoke to rep Alberto. The rep was pleasant and cordial at the beginning but in the midst of a lengthy three-way conversation with my mother and Alberto the call was disconnected. There was no way to contact Alberto and when I called Great Call back, the male rep that answered refused to allow me to speak to corporate escalations.
Another call to Great Call, I spoke to Connie,she informed me that, against my wishes, Alberto cancelled the service effective this morning, 05/07/2019 at 7:08 AM PDT. This was NEVER requested and NEVER authorized by either myself or my mother, ***.
Revdex.com Complaint ResponseRe: *** on behalf of ***_ 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 Mr. ***’s complaint and have completed areview of their GreatCall account.Our records indicate that the account was established with a retail purchase of the LivelyWearable on October 17, 2018, with a monthly service plan of $14.99, plus taxes and fees,monthly.On February 11, 2019, Ms. called our Customer Service for assistance with setting upher Lively Wearable because it appeared that the battery in the device needed to be replaced.GreatCall walked her through exchanging the battery and completed a successful test call to ourEmergency Response center.On May 7, 2019, Ms. followed up with our Customer Service and requested to cancelher service. Our Customer Service Representative connected Ms. with our cancellationsupport team. Once connected with this team, the representative walked her through somestandard troubleshooting and while speaking with her, the call dropped. Our representative thentried to call Ms. back but unfortunately was not able to connect with her.Later the same day, Mr. and his mother called our Customer Service together andrequested to speak with the last representative they spoke with. We advised them that we werenot able to transfer calls to a specific representative and the call was ended. Ms. calledagain and requested further assistance due to her device flashing a red service light. Wesuccessfully walked her through a factory reset and the device began to flash a green servicelight.As described on page 6 in the User Guide packaged with the device; Using your LivelyWearable: when using the Lively Wearable, the Fall Detection feature is calibrated for neckworn use and is only enabled when worn using the Lanyard Accessory. Fall Detection isautomatically disabled when removed for the Lanyard Accessory.Although our records currently show that the service is active, and the Fall Detection feature isactive, we have issued refunds for the last three months of service, totaling $48.84, to the creditcard on file.We apologize for any inconvenience this situation may have caused.***Best Regards.
Not sure this does any good because the organization is very disorganized. I spoke with 4 different representatives today and a supervisor. The supervisor was polite and intelligent, but two of the customer service reps were rude and out of line. One customer service rep insisted on transfering my current verizon number (I have a verizon basic phone and wanted to keep the number). The great call device would not activate. I thus had no working phone.
As of this minute, I am on the phone with verizon trying to get my basic phone reactivated.
I was put through the same steps of the activation process with Jitterbug 4 times and they have asked me to call back to try a 5th time. I have spent a total of five hours on the phone today. One of the agents refused to let me speak with a supervisor.
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. We were able to locate your account and see that your port out is pending a resolution from Verizon. We appreciate your patience during this process. If you have any further questions or need assistance on how to use your Jitterbug Smart2 we also have how to videos. We will send it directly to your phone in the form of a text message.
The device, the Lively Wearable, is a device that is worn around the neck. This device had fall detection enable until recently. The fall detection was included in the price of the service of $14.99. The device now, as of recently, shows; "FALL DETECTION NOT ENABLED". I spoke to rep Alberto. The rep was pleasant and cordial at the beginning but in the midst of a lengthy three-way conversation with my mother and Alberto the call was disconnected. There was no way to contact Alberto and when I called Great Call back, the male rep that answered refused to allow me to speak to corporate escalations.
Another call to Great Call, I spoke to Connie,she informed me that, against my wishes, Alberto cancelled the service effective this morning, 05/07/2019 at 7:08 AM PDT. This was NEVER requested and NEVER authorized by either myself or my mother, ***.
Revdex.com Complaint ResponseRe: *** on behalf of ***_ 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 Mr. ***’s complaint and have completed areview of their GreatCall account.Our records indicate that the account was established with a retail purchase of the LivelyWearable on October 17, 2018, with a monthly service plan of $14.99, plus taxes and fees,monthly.On February 11, 2019, Ms. called our Customer Service for assistance with setting upher Lively Wearable because it appeared that the battery in the device needed to be replaced.GreatCall walked her through exchanging the battery and completed a successful test call to ourEmergency Response center.On May 7, 2019, Ms. followed up with our Customer Service and requested to cancelher service. Our Customer Service Representative connected Ms. with our cancellationsupport team. Once connected with this team, the representative walked her through somestandard troubleshooting and while speaking with her, the call dropped. Our representative thentried to call Ms. back but unfortunately was not able to connect with her.Later the same day, Mr. and his mother called our Customer Service together andrequested to speak with the last representative they spoke with. We advised them that we werenot able to transfer calls to a specific representative and the call was ended. Ms. calledagain and requested further assistance due to her device flashing a red service light. Wesuccessfully walked her through a factory reset and the device began to flash a green servicelight.As described on page 6 in the User Guide packaged with the device; Using your LivelyWearable: when using the Lively Wearable, the Fall Detection feature is calibrated for neckworn use and is only enabled when worn using the Lanyard Accessory. Fall Detection isautomatically disabled when removed for the Lanyard Accessory.Although our records currently show that the service is active, and the Fall Detection feature isactive, we have issued refunds for the last three months of service, totaling $48.84, to the creditcard on file.We apologize for any inconvenience this situation may have caused.***Best Regards.
I purchased this phone because the monthly fee was less than I paid for my ***
cell phone for use in my auto. The very first time I used it did not work. I
contacted Great Call and was instructed to remove the battery do something & replace the battery. The next 5 times I tried calling my daughter who is on my
phone list it would automatically dial my niece in Montana who kept wondering why
I would make a 5 second call & hang up. I had to dial my daughters number
manually in order to have the call go through.
I am requesting a refund of $80.63 for the phone plus Great Call charge of $27.75 to begin service. My son felt this was a good thing for me, I have since realized
it is not.
To Whom It May Concern:On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response,this letter is submitted in response to the above-referenced complaint.We appreciate the opportunity to respond to Ms.’s complaint and have completed anaudit of her GreatCall account.Our records show that Ms. established her account on September 10, 2018, with theactivation of a Jitterbug Flip handset purchased from a retail location. At that time, she selecteda monthly service rate plan that included 250 minutes, with access to our 5Star UrgentResponse service and enrollment in our Handset Replacement Option for $30.99, plus taxes andfees, monthly. A one-time service activation fee of $25.00, plus tax, totaling $27.75 wascollected from a *** card ending in ***.Ms. contacted our Customer Service on November 14, 2018, to inform us that herJitterbug Flip was displaying a black screen. To resolve this, she was instructed to uninstall andreinstall the phone’s battery. After completing these steps her Jitterbug Flip was workingproperly.On April 20, 2019, Ms. sent an email to our Customer Service requesting that we refundher for the cost of the phone and the service activation fee. Our Customer Servicerepresentative that received Ms.’s email attempted to call her to resolve the issue butwas unable to reach her. An email response was sent back to Ms. informing her that weattempted to call her and that cancellations must be completed over the phone by calling ourCustomer Service phone number.At this time, Ms.’s account is still active, and she has not reached out to our CustomerService to report any outstanding issues. Because Ms. purchased her phone from aretail location, she would need to return the phone to the point of purchase and is subject tothe retail store’s return policy. Additionally, because she is outside of the standard 30-DayReturn Period, she would not qualify for a refund of the service activation fee.
Should Ms. continue to experience any problem with her Jitterbug phone, she shouldfollow up with our Customer Service at *** between 5am and 8pm Pacific Time.We apologize for any inconvenience this situation may have caused.Best Regards.
I am writing on behalf of my 76 year old mother. In an attempt to get a more practical phone with added safety features, she ordered a Jitterbug flip phone sometime around 11/2018. This phone sat in its box until around 2/2019 when she asked for my assistance to set up her Jitterbug phone and to transition from her old carrier. First of all, set-up was a very frustrating process as we were also working on getting my name on her account. My mom called. Then I had to call, but was told there were still numerous documents needed plus a pin number. My mom had to be mailed the pin number, and when I called with the pin number was told that I had to be physically present with my mother who lives 30 minutes away. Needless to say about 2 weeks later the phone was set up. It's been even more downhill since. Once I had access to her monthly statements, I was shocked to know that my mom had been charged three payments of over $42.50 each while the phone lay in the box not activated. (She had signed up for auto-pay not realizing that she would be charged before she even began to use her phone, and admittedly had not been diligent in checking her bank statements.) Worst of all, the first full bill once the phone was activated was $617.86, not the anticipated $49.99 + tax! My mother and I both had specifically asked for the Unlimited Talk & Text plan, but apparently when the phone was purchased she was put on the Basic Health & Safety Plan and customer service never changed the plan once it was activated around 2/2019. We are certain we asked for the Unlimited Plan (she has no land line), but when I contacted customer service they said there was no proof, so would not credit my mother's account any amount. We know what we asked to be signed up for, and knowing my mother's phone habits would have never signed up for anything other than an unlimited plan. This company markets itself as being elder-friendly, but I have mainly witnessed processes that have been confusing, labor intensive, and exploitive.
Re: Glen *** on behalf of ***_ 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 Mr.’s complaint and have completed a review of Ms.’s GreatCall account.
Our records show that Ms.’s account was established on November 25, 2018, with the direct purchase of a Jitterbug Flip phone for $49.99 and a one-time service activation fee of $35.00, plus taxes. A total of $93.44 was charged to a *** card ending in ***, which she agreed to keep the card on file for automatic recurring billing. A review of the audio recording for this call indicates that only Ms. was present on the line and that she agreed to a monthly service rate plan that included 1000 airtime minutes, with access to our 5Star urgent Response service and a pay-per-use ($0.10 each) text message option, for a total of $34.99, plus taxes and fees, monthly.
Per Ms.’s request a call back was scheduled for November 27, 2018. When we spoke with Ms. to complete the order, she was advised that billing would begin within five business days of the order shipping and that she would receive a monthly invoice in the mail recapping all charges.
On February 3, 2019, Mr. called our Customer Service to transfer a phone number to the Jitterbug Flip phone from another carrier. We were unable to submit his request because Ms. had not authorized any other individuals to make changes on her behalf. On the same day, Ms. called our Customer Service to have Mr. added to the account. We advised her that a security password needed to be established and that a PIN number would be mailed to her home address. We further advised her that once the PIN was received we could set up the account password and have Mr. added as an authorized user.
On February 17, 2019, Mr. called our Customer Service to once again request that we initiate the transfer a phone number to the Jitterbug Flip phone from another carrier. Our Customer Service placed a conference call to Ms., set up the security password and added Mr. as an authorized user on the account. We then submitted the request to transfer the existing service number and advised him it would take one to three business days to complete.
On February 18, 2019, we successfully transferred Ms.’s previous phone number to her Jitterbug Flip phone.
On February 25, 2019, Ms. called our Customer Service to ask when her bill is due. We advised her the bills are generated on the third of each month and the amount is automatically charged to the credit card on file within three business days after the bill cycle date.
On March 18, 2019, an automated usage notification warning call was sent to Ms.’s Jitterbug phone to advise her that she was close to exceeding the allowed airtime minutes for the service plan that she selected. Our systems indicate that Ms. answered the call.
On April 4, 2019, a monthly invoice was generated in the amount of $617.86, that included $504.94 in text message usage and airtime overage fees, and payment charged to the card on file. As described in the User Guide packaged with the phone and as found on page 2 of each monthly invoice, in the Usage Charges section; “You will incur usage charges at a minimum rate of $0.35 per minute if you exceed your service plan minutes.”
On April 10, 2019, Mr. called our Customer Service to discuss the charges on the April 4, 2019 bill. At that time, we advised him that Ms. used 1427 minutes more than she had available causing overages of $499.45. He stated that he believed that they had chosen an unlimited plan and should not have been billed overages. We advised Mr. that the account was set up with 1000 minutes but that changes can be made once per billing cycle. Per his request, the service plan was changed to our Unlimited Talk & Text plan with access to 5Star Urgent Response service for $39.99, plus taxes and fees, monthly.
On May 4, 2019, the next invoice was generated in the amount of $48.10 and was unable to be charged to the card on file leaving the balance as unpaid on the account.
As a one-time courtesy, a refund of $255.00 (50% of the usage charges) has been issued to the card on file. In addition to this refund, we will waive the unpaid balance of $48.10 from the May 4, 2019 billing.
We apologize for any inconvenience this situation may have caused.
Best Regards.
We bought the phone at ***. The salesman activated the phone for us. We got nothing in writing. The bill has been higher each month. We called and they would make adjustments. In January we were fed up and to them to discontinue the service. They told me that the bill would be $19.99 monthly. They took some off and said the we did not owe anything the next month. The bill came with charges and I called again. They said not to look at charges on the first page to go by the second page. I did not pay any thing. On Feb. 2019, they drafted $101.39 from our bank account. We went to the *** to stop any more drafts by them. We received a letter from them stating that ACH payment dated 3/27/2019 in amount of $47.13 had been returned by our bank because we Authorization Revoked by customer; plus a ACH Fee 25.00. We were told when we called about the $l0l.39 taken out in Feb. would take us to March 27th, at which time our service would be discontinued as we requested. How do we get rid of this dishonest supplier?
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 Mr. complaint and have completed an audit of his GreatCall
account. Our records show that Mr.
established his account on September 22, 2018 with the activation of a
Jitterbug Smart 2 phone that was purchased at a retail location. At that time,
he selected a monthly service rate plan that included 600 airtime minutes for $19.99,
100 Megabytes of Mobile Data for $5.00 and a pay-per-use ($0.10 each) text
message option. With all rate plan components factored together, the total
service plan selected was $24.99, plus taxes and fees, monthly. On September 24, 2018, as a courtesy,
we sent a usage notification warning to Mr. Jitterbug phone to advise
him that he was close to exceeding the Mobile Data limit of his rate plan. Our
systems indicate that the call was received and answered.On September 27, 2018, Mr.
*** received his first invoice for $36.65, which included the monthly
service charges described above and Mobile Data overages in the amount of $6.41.On October 7, 2018, we sent a usage notification
warning to Mr. Jitterbug phone to advise him that he had exceeded the
Mobile Data limit of his service plan. Our systems indicate that the call was received
but was delivered to the voicemail. On October 27, 2018, Mr.
received his invoice for $46.89, which included the monthly service charges
described above and Mobile Data overages in the amount of $16.33.On November 8, 2018, we sent a usage notification
warning to Mr. Jitterbug phone to advise him that was close to
exceeding the Mobile Data limit of his rate plan.On November 27, 2018, Mr. contacted
our Customer Service and requested that we change his service plan to 200
airtime minutes for $14.99 and 100 Megabytes of Mobile Data for $5.00. Per his
request, the monthly service plan was changed and he was advised that the
billing for the new plan would be $19.99, plus taxes and fees, monthly. Later
the same day, Mr. received his invoice for $46.89. This included his previous
rate plan described above and Mobile Data overages in the amount of $12.09.On November 29, 2018, we sent an automated
message to the primary contact number on file, (252) 230-7564, to advise Mr.
that his account was past due. Our systems indicate that the message was
delivered to an answering machine.On December 4, 2018, we received a
complete ACH enrollment form so that monthly service payments could be drafted
directly from the bank account information provided by Mr..On December 27, 2018, Mr.
received his invoice for $51.85. This included the new rate plan described
above and Mobile Data overages in the amount of $26.97.On January 4, 2019, Mr.
contacted our Customer Service to cancel his services. At that time, we offered
to credit the account for the overages from the previous bill ($26.97), walked
him through turning off the data in the phone settings and explained what
caused the data usage. Mr. accepted the bill credit offer and chose to keep
his account active. On January 27, 2019, Mr.
received his invoice for $26.80. This included the new rate plan described
above Text Message usage charges in the amount of $2.00.On February 2, 2019, Mr. again
contacted our Customer Service to cancel his services. We offered to disconnect
the Text Messaging component and Mr. agreed to keep his account active.On February 5, 2019, we sent a usage
notification warning to Mr. Jitterbug phone to advise him that he was
close to exceeding the Mobile Data limit of his rate plan. Our systems indicate
that the message was received and delivered to the voicemail.On February 27, 2019, Mr.
received his invoice for $101.56, which included the new rate plan described above
and Mobile Data overages in the amount of $76.87.On March 4, 2019, Mr. again contacted
our Customer Service to cancel his services. We offered to credit the account
for the overages from the previous bill, $76.87 and switch him to a Jitterbug
Flip phone that does not have Mobile Data availability, but Mr.
declined the offer. As such, we set the cancellation of service for the end of that
billing period on March 26, 2019. On March 27, 2019, Mr.
received his invoice for $47.13. This included only Data overages in the amount
of $46.98, plus taxes and fees, because he exceeded the Data plan limit that he
selected during the final month of service.On April 1, 2019, we received a returned
payment notice for the ACH transaction in the amount of $47.13. Because there is
a $25 fee for any returned ACH payments, the account balance was adjusted to
$72.13. Although we have determined that all
charges incurred were valid because of the recorded usage, as a one-time
courtesy, we will waive the closing balance of $72.13. We apologize for any inconvenience
this situation may have caused.Best
Regards.
We did not have all of the information that they said they sent to us. We have an answering machine with our phone and I did not have one message from them. We hardly used the phone because we didn't not how. We are 76 and 86 years old and they have taken advantage of us. I would never recommend Great Call to anyone.
Re: Grady ***_ Account *** File ***
To Whom It May Concern:
We appreciate Mr. additional feedback and comments. We can confirm, however, that the finding relayed in our previous response are correct and accurate. As previously mentioned in that response, we have waived the closing balance of $72.13 and have determined that no further adjustments are merited.
We apologize for any inconvenience this situation may have caused.
Best Regards.
Existing Customer; Phone could not charge anymore; Called Great Call on 1/1/19
spoke with Patricia, transferred to Jaime at Tech Support. He advised he was sending me a new charger, to see if the charger was the problem.
1. I advised him that I had already been paying $4.00 monthly for a replacement set. He insisted on sending me a new charger for which I would be billed 22.45 for the charger and shipping charges would apply.
2. I called back later in the day and spoke with Tony. I said that if I was going to be billed for a new charger, I may as well utilize the option of a new Handset Replacement since I had already been paying for that and a new charger may not guarantee that the existing phone would work. He advised me that I would be getting the latest version of the Jitterbug Smartphone.
3. I was out of service from 01/01/19 -1/5/19. No out of service credit was applied on my latest bill dated 1/24/19.
4. 1/5/19 spoke with Mr. Santos at Great Call to get assistance to sync my contacts from old phone to new phone. He advised me that I had to purchase a SD Card.
5. 1/7/19 spoke with Michelle who was able to assist me with the sync of my contacts from old phone to new phone.
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 complaint and havecompleted an audit of her GreatCall account.
Our records show that Ms. established her account on June 16, 2014, with the direct orderof a Jitterbug Touch2 handset. At that time, Ms. enrolled in our Handset Replacementoption for $4.00 monthly.
As described in the enrollment details communicated verbally at the time of enrollment, andwhich were mailed to Ms., our Handset Replacement Option is billed at $4.00 per monthand allows a customer to replace their smartphone once per year, for any reason, for only$50.00 with standard ground shipping or for $60.00 with expedited shipping. Additionally, theterms indicate that replacements will be the same phone model as the one being replaced orthe most similar available if the existing model is no longer available.
On March 24, 2016, Ms. used her Handset Replacement Option and a replacementJitterbug Touch2 was sent to her.
On January 23, 2017, Ms. paid for an upgrade to our newer Jitterbug Smart modelhandset.
On January 1, 2019, Ms. contacted our Customer Service to inform us that her phone wasnot charging. At that time, a replacement wall charger was ordered. Later that day, Ms.contacted our Customer Service again and advised us that she would like to exercise theHandset Replacement Option to order a replacement phone. As requested, the replacementphone was ordered using the Handset Replacement Option. Because Ms. was using ourJitterbug Smart handset model, which was still available at the time, the replacement phoneshipped to her was the same model.
A review of the audio recording of her call to our Customer Service indicates that ourrepresentative referenced that Ms. “may” receive the newer Jitterbug Smart2 handsetmodel if the current Jitterbug Smart handset model was no longer in stock in our warehouse.
Per GreatCall’s Handset Replacement Option policy, Ms. received the appropriatereplacement phone model for her request.
We apologize for any inconvenience this situation may have caused.
Best Regards.
I do not accept the response made by Great Call for the poor, condescending, and dismissive manner in the way my situation was handled.I have been a repeat customer going on 5 years. I do not think that Great Call would go under financially if I was allowed to purchase a phone at the cost $50.00So much for retaining customer loyalty and dealing with unempowered indiviuals.
Re: ***_ Account *** File ***
To Whom It May Concern:
As described in our previous response, our records show that Ms. was issued theappropriate phone model when she exercised the Handset Replacement Option on January 1,2019. Although we have determined that she received the correct phone model, as a one-timecourtesy, we will honor her request for a Jitterbug Smart2 phone model.
Over the past few days, we have made multiple attempts to reach Ms. using the contactphone number that she provided when her account was established but have not been able toconnect with her.
Should Ms. wish to accept our offer, she can leave us a voicemail message at ***
*** with her full name, account number, the best phone number to reach her at and the besttime of day for us to contact her.
In addition to sending her the Jitterbug Smart2 handset, we will provide a pre-paid returnshipping label to recover the Jitterbug Smart phone that was mailed to her on January 2, 2019.We apologize for any inconvenience this situation may have caused.
Best Regards.
5/18/19 - 1:33pm, I called Great Call to have the new Jitterbug 2 phone activated and have my contacts and photos transferred over to the new phone. I spoke with Dustin who started my reactivation. However, Dustin advised me that I would have to manually transfer over both my contacts and photos. He said that this information had been given to him by his supervisor, it was my responsibility to manually transfer my information over to the new phone. I reiterated that a sync procedure could accomplish this since I had had this done previously on 1/17/19 with Michelle. Dustin then advised me that he could not stay on the phone with me any longer during the reactivation. Dustin advised me to call back when the reactivation was complete and he hung up the phone. With Dustin, once again I have encountered a Great Call personnel that does not know their job functions and does not have a clue about customer service and customer expectations.5/18/19 - 2:05pm, I called back Great Call. I spoke with Tabby. Tabby advised me that Dustin had not swapped the service over to the new Jitterbug Smart 2 phone. Tabby assisted me through th process to have this accomplished. Tabby advised me to wait 1/2 hour and restart the phone.5/18/19 - 3:21pm, I called back Great Call. Phone indicated that the reactivation was in "Setup Failure" mode status with an Error Code 5 Message. I spoke with Kavin. Kavin performed diagnostics to restart reactivation. 5/18/19 - 3:51pm, Phone Setup completed and contacts and photos were sync again into new Jitterbug Smart 2 phone.5/25/19 - 5:50pm, I called Great Call regarding my voicemail. My voice mail screen states, "You have no new voicemail messages." However, If I call my mailbox, messages are there. So in order for me to ascertain if I have voicemail messages, I have to each time manually call my voicemail. This phone is supposed to be a SmartPhone, yet I have to do interim manual operations to access certain functions. I explained this to Zack. Zack explained that the voicemail needed to be set up in order for the voicemail screen to show the message entries. Voicemail was set up.5/25/19 -- 6:34pm, I called Great Call back because the problem above was still existing. I spoke with Loretta. Loretta advised me that she could not trouble assist so that the vociemail screen shows that I have messages. Loretta checked someone in her office that said that this problem had to go to the outside contractor that provides the voicemail feature on the Great Call Jitterbug 2. Loretta said that she was sending the outside conntractor a trouble ticket and this would be corrected in 2 to 3 days, meaning that this would be corrected by 5/30/19. It is now 6/1/19 and this has not been corrected.So no, I do not accept that my complaint about the lack of service and my phone not working properly has been resolved.
1. 6/4/19 started reporting that Voice Mail Screen indicates "You have no new voicemail messages. Call voicemail and there are messages in the mailbox. Voice m mail does generate voice maill call detail list with a delete option that the older version of the Jitterbug smartphone had with it. 2. Have to listen to voicemails all the way till the end, cannot delete voicemail until get voice activated prompt at the end of each voicemail. This is too time consuming. 3. When outside unable to have internet access. Phone goes offline and advises mee to try later? Was advised whe I leave my apartment, Have to manually disconnect my home wifi in order to have internet access when outside. This information was p;rovided by Great Call's agent, Marquita. I asked if I could go back to the older version of the Jitterbug Smartphone. She advised that was no longer an option.
1. Want the ability to hahve a voicemail call detail list option. 2. Want the ability to delete voicemails while listenting. 3. Do not see Why I have to disconnect my wifi from my phone when I leave home. This is supposed to be a smartphone, but I have spent more than 2 months on the phone for an unacceptable resolution.
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 theopportunity to respond to Ms.’s additional comments.
On July 29, 2019, Ms. contacted our Customer Service to request that we make changes tothe design of the Jitterbug Smart2 handset so that it would operate like the Jitterbug Smart1model that she previously used. We appreciate her feedback and will keep her requests in mindfor future changes to our phone models.
Should Ms. have manually disabled the cellular data option in the menu settings of herphone, she will need to reenable it when out of Wi-Fi range. Otherwise the data connection willautomatically switch to mobile data when out of Wi-Fi range.
We apologize for any inconvenience this situation may have caused.
Best Regards.
I purchased a Jitterbug smartphone for Mothers Day for my 80-year old mother. She could not comprehend how to use it & was constantly frustrated with it. I received a bill from Great Call & explained this to them & told them this was not a contract phone but a pre pay plan. I thought all of this was taken care of. My mother used the phone under my constant supervision for about a 2-weeks. Great Call is still sending me letters stating I owe them & I disagree. I do not owe them. This was a pre-pay plan & I paid that amount when I purchased the phone.
To Whom It May Concern:On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letteris submitted in response to the above-referenced complaint.We appreciate the opportunity to respond to Ms.’s complaint and have completed an audit ofher GreatCall account.Our records show that Ms. established her account on May 12, 2018 with the activation (on ourwebsite) of a Jitterbug Smart phone that was purchased at a retail location. At that time, she selected amonthly service rate plan that included 200 airtime minutes for $14.99, a 300 Text and PictureMessaging bundle for $3.00, and 40 Megabytes of Mobile Data for $2.49. With all rate plan componentsfactored together, the total service plan selected was $20.48, plus taxes and fees, monthly. During thecourse of setting up her account online, Ms. designated herself as the responsible billing partyand designated Ms. *** as the primary phone user. To start the service, Ms. paida one-time service activation fee of $25.00, plus tax, totaling $26.61 with a *** card ending in ***.While GreatCall is a no-contact wireless service provider that bills in advance, we are not like traditionalpre-paid service providers that require immediate payment on a due date to prevent service from beingdisconnected. Because we cater to a customer base that may require wireless phone service to seekassistance for medical emergencies we will allow phone service to continue with an unpaid balance untila 60-day past-due threshold.In reviewing Ms.’s account, we can confirm that between May 13, 2018 and June 25, 2018, weexercised due diligence in our efforts to notify Ms. of the past due status of her account. Weattempted to reach her both in writing and by phone using the primary contact number that sheprovided while creating her account online.On June 26, 2018, we were able to reach Ms. when we called her home phone to advise her ofthe past due balance of $59.68, which represented 2 months of unpaid service. Ms. contestedthe amount due and stated that her mother, ***, never used the phone. At that time, weconfirmed that our usage records showed that the phone had been used in each of the billing periodswhich she was charged for and that she would be responsible for the past due fees. Per Ms.’srequest, we disconnected her service and she stated that she would call back to verify whether hermother wanted to continue the phone service moving forward. As such, when we received herconfirmation that she no longer wished to use our service, we set the cancellation of the service for theend of that billing period on July 12, 2018.
A final review of our phone usage records shows that Ms.’s Jitterbug Smart was first used to
receive an incoming call on May 12, 2018 and was last used on June 29, 2018 to make an outgoing call.
As such, we continued our justified efforts to seek payment for the unpaid service charges of $59.68.
Should Ms. wish to request copies of the phone usage records for her Jitterbug Smart, she can
do so by calling our Customer Service at *** between 5am and 8pm Pacific Time.
Because the unpaid balance has been found to be due and payable, no billing adjustments are merited.
Ms. can submit payment over the phone using a credit or debit card by calling our Financial
Services office at *** or by mailing a check or money order to the following address:
GreatCall INC
Attn: Financial Service
***
We apologize for any inconvenience this situation may have caused.
Best Regards.
My 76-year old mother purchased this plan and device from either a TV commercial or a marketing mailer on 10/30/19. We were unaware of her purchase, and she has been in poor health off and on since the purchase and asked me to activate it for her. After the 3rd failed attempt at setup from different locations, I called customer service who directed me to use wifi to complete the setup because the phone had a poor signal. Mother does not have wifi, and wifi will not be available if/when she needs to use the device (ie, shopping, emergency, hospital, etc). If the data plan is unreliable, then this device does not serve her needs. Now that it is activated, it's clear that the numbers pre-programmed on these phones are sold to marketing agencies that are prey on the elderly. The phone rings all day with solicitation calls specifically targeting the aged. I find this to reprehensible. I have cancelled the service and tried to return the phone, but since it is outside the 30-day period they will not return or refund her original purchase. Contractually that makes legal sense, but for a company purporting to provide for the "health and safety" of its customer base, I find this ethically irresponsible.
To Whom It May Concern:
On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response,
this letter is submitted in response to the above-referenced complaint.
We appreciate the opportunity to respond Ms. ***’s complaint and have
completed an audit of Ms. *. ***’s GreatCall account.
Our records indicate that Ms. *. ***’s account was established on October 30, 2018,
with the direct purchase of a Jitterbug Smart 2 for $112.49, a one-time service activation fee of
$35.00 and standard shipping for $10.00, plus taxes. A total of $179.00 was charged to a ***
card ending in ***, which she agreed to keep the card on file for automatic recurring billing. At
that time, she selected a monthly service rate plan that included 250 airtime minutes, with
access to our 5Star urgent Response service for $26.99, 100 megabytes of mobile data for $5.00
a pay-per-use ($0.10 each) text message option and enrollment in our Handset Replacement
Option for $4.00, for a total of $35.99, plus taxes and fees, monthly.
On November 6, 2019, the first invoice was generated in the amount of $46.38 and charged to
the card on file.
On December 6, 2018, the next invoice was generated in the amount of $46.38 and charged to
the card on file.
On December 10, 2018, Ms. mailed a check payment in the amount of $44.01. Since
there was no balance, this resulted in a credit being posted to the account in the amount of
$44.01.
On January 6, 2019, the next invoice was generated in the amount of $46.37 and the
aforementioned bill credit was applied towards the invoice, leaving a balance of $2.36.
On January 24, 2019, Ms. *** called our Customer Service to cancel her
mother’s account because she was unable to activate the phone and did not have Wi-Fi
available at her home. We offered to assist Ms. with activating the phone but she
declined. We further advised her that Wi-Fi is not required to use the phone or to activate it.
During the conversation, she also mentioned that her mother was receiving solicitation calls and would like to return the phone for a refund. As a courtesy, we offered to change her phone
number and to register her number to the National Do Not Call Registry, which she declined,
and the account was closed. We further advised her that she was outside of the 30-day return
period and that she would not qualify for a refund under our 30-Day Return Policy.
A further review of Ms. K. ***’s account indicates that the phone was successfully
activated on, or prior to, January 17, 2019, as we have records showing that incoming text
messages were received starting on this date. Additionally, we see a voicemail retrieval on
January 21, 2019.
While we understand that Ms. K. *** may have received incoming calls from
unidentified numbers, we can confirm that personal subscriber information is never shared
outside GreatCall without our subscriber’s permission, except under conditions explained in the
privacy policy that can be found on our website at ***.
Additionally, the Terms and Conditions that are printed in the Customer Agreement section of
the User Guide packaged with each phone and posted to our website
***, state that, “For any reason within 30 days from
date of purchase, customers are not completely satisfied with their phone or device, we will
refund the first month's service charge, plus applicable taxes, less the restocking fee, if they
have not exceeded the Phone Usage Limitation of 30-minutes or more of talk time.” Therefore
Ms. *. *** does not qualify for a refund of the phone as her request for cancellation
was received well outside of the established timeframe.
We apologize for any inconvenience this situation may have caused.
Best Regards.
I purchase the Jitterbug phone at best buy and had it activated on 2-6-19. Then after using the phone within two weeks, I noticed problems on the phone controls where moving very slow, and also people couldn't here me clear, and the phone wouldn't ring when I was receiving calls, and I had it set on maximum so I can Hear the ringer. I called the company to troubleshoot and they helped me, the phone was working, later the phone was doing the same problems again. I called the company to complain about the service and canceled on 3-6-19, and asked for a refund nobody helped me. I called again spoke with a supervisor he only refunded me only activation fee $28.52, and today they hung up on me. so I called the Revdex.com for help.
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 30-day return policy.
We appreciate the opportunity to respond to Ms.’s complaint and have completed an
audit of her GreatCall account.
Our records show that Ms.’s account was established on February 6,2019 with the
activation of a Jitterbug Flip phone.
On February 14, 2019, Ms. called to ask why her bill was more than $14.99. Our agent
explained the bill is the $14.99 plus applicable taxes.
On February 18, 2019, Ms. called Customer Service to ask why her bill was $19.98
instead of $14.99. Our agent explained her bill was $14.99 plus applicable taxes based off her
city and state.
On February 27, 2019, GreatCall received the ACH documentation to place the account on
direct auto payment and the request for paperless billing.
On February 28, 2019, Ms. indicated that the phone displayed a black screen and that it
wouldn’t turn on. During the process of troubleshooting the phone was non-responsive. Our
Customer Service agent asked her to remove the battery and place it back in the phone. A test
call was successfully made.
On March 6, 2019, Ms. stated that the phone is not going to work for her and she
would like to cancel the account, the call was transferred to our retention department. The
retention agent completed troubleshooting and the issue was resolved, but Ms.
declined to keep the phone. Ms. requested a full refund. Our representative explained
the phone was purchased from *** and she would need to adhere to ***’s return
policy and GreatCall is not able to provide a refund. Ms. called Customer Service again
to request a full refund for the phone. Our Customer Service advisor explained 251 minutes
were used and based on GreatCall’s 30-day return policy for a direct purchase, listed under the
Terms and Conditions section of the User Guide that is packaged with the phone, states the
phone can be returned within 30-days for any reason for a refund, if the customer has used 30
minutes or less of talk time.
After further review, as a courtesy, we have refunded the $28.52 activation fee and one
payment of $19.98 back to the *** Card ending in ***.
We apologize for any inconvenience this situation may have caused.
Best Regards.
To: Michelle M & Sophie B at Revdex.com, I purchased a Great Call Jitterbug flip phone on Feb. 6, 2019, at ***, ***. I used the phone for about two weeks, then the phone stopped ringing, scrolling, and freezing up. I was unable to use the phone since it stopped working properly. I called Great Call & they rebooted the phone, but with a few days the phone did the same thing. So, I called up Great Call back & canceled the service because the phone was not working. I went back to *** to return the phone for a full refund, and *** said they couldn't refund me, because it was past their 2 week refund policy. *** told me to call Great Call to get a full refund from them. When I called Great Call, they refunded me for the connection fee of $28.52 on March 19, 2019, and also they refunded me for the monthly service of $19.98 on April 18, 2019. However, they refuse to refund me for the cost of the phone itself, which was $79.96. Great Call said they do not want the phone back, & they are not going to refund me for it. So *** tells me to deal with Great Call, and Great Call tells me to deal with ***. I want your help in getting refunded for the cost of the phone, $79.96, any help would be Greatly Appreciated. Thank you Sincerely
Re: ***_ Account ***_ File ***
To Whom It May Concern:
On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint.
We appreciate the opportunity to respond Ms. ***’s additional comments.
As described in the Terms and Conditions section of the Customer Agreement found in the User Guide packaged with each phone our 30-Day Return Policy states; if your phone was purchased in a retail store, it must be returned to that store and is subject to the store’s return policy.
Although we are not able to issue a refund for a phone purchased from a retail location, we have refunded all monies collected from Ms. ***. We have done this as a one-time courtesy, despite the fact that Ms. *** exceeded the usage limitations outlined in our 30-Day Return Policy.
We apologize for any inconvenience this situation may have caused.
Best Regards.
Tell us why here...
We bought the phone at ***. The salesman activated the phone for us. We got nothing in writing. The bill has been higher each month. We called and they would make adjustments. In January we were fed up and to them to discontinue the service. They told me that the bill would be $19.99 monthly. They took some off and said the we did not owe anything the next month. The bill came with charges and I called again. They said not to look at charges on the first page to go by the second page. I did not pay any thing. On Feb. 2019, they drafted $101.39 from our bank account. We went to the *** to stop any more drafts by them. We received a letter from them stating that ACH payment dated 3/27/2019 in amount of $47.13 had been returned by our bank because we Authorization Revoked by customer; plus a ACH Fee 25.00. We were told when we called about the $l0l.39 taken out in Feb. would take us to March 27th, at which time our service would be discontinued as we requested. How do we get rid of this dishonest supplier?
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 Mr. complaint and have completed an audit of his GreatCall
account. Our records show that Mr.
established his account on September 22, 2018 with the activation of a
Jitterbug Smart 2 phone that was purchased at a retail location. At that time,
he selected a monthly service rate plan that included 600 airtime minutes for $19.99,
100 Megabytes of Mobile Data for $5.00 and a pay-per-use ($0.10 each) text
message option. With all rate plan components factored together, the total
service plan selected was $24.99, plus taxes and fees, monthly. On September 24, 2018, as a courtesy,
we sent a usage notification warning to Mr. Jitterbug phone to advise
him that he was close to exceeding the Mobile Data limit of his rate plan. Our
systems indicate that the call was received and answered.On September 27, 2018, Mr.
*** received his first invoice for $36.65, which included the monthly
service charges described above and Mobile Data overages in the amount of $6.41.On October 7, 2018, we sent a usage notification
warning to Mr. Jitterbug phone to advise him that he had exceeded the
Mobile Data limit of his service plan. Our systems indicate that the call was received
but was delivered to the voicemail. On October 27, 2018, Mr.
received his invoice for $46.89, which included the monthly service charges
described above and Mobile Data overages in the amount of $16.33.On November 8, 2018, we sent a usage notification
warning to Mr. Jitterbug phone to advise him that was close to
exceeding the Mobile Data limit of his rate plan.On November 27, 2018, Mr. contacted
our Customer Service and requested that we change his service plan to 200
airtime minutes for $14.99 and 100 Megabytes of Mobile Data for $5.00. Per his
request, the monthly service plan was changed and he was advised that the
billing for the new plan would be $19.99, plus taxes and fees, monthly. Later
the same day, Mr. received his invoice for $46.89. This included his previous
rate plan described above and Mobile Data overages in the amount of $12.09.On November 29, 2018, we sent an automated
message to the primary contact number on file, (252) 230-7564, to advise Mr.
that his account was past due. Our systems indicate that the message was
delivered to an answering machine.On December 4, 2018, we received a
complete ACH enrollment form so that monthly service payments could be drafted
directly from the bank account information provided by Mr..On December 27, 2018, Mr.
received his invoice for $51.85. This included the new rate plan described
above and Mobile Data overages in the amount of $26.97.On January 4, 2019, Mr.
contacted our Customer Service to cancel his services. At that time, we offered
to credit the account for the overages from the previous bill ($26.97), walked
him through turning off the data in the phone settings and explained what
caused the data usage. Mr. accepted the bill credit offer and chose to keep
his account active. On January 27, 2019, Mr.
received his invoice for $26.80. This included the new rate plan described
above Text Message usage charges in the amount of $2.00.On February 2, 2019, Mr. again
contacted our Customer Service to cancel his services. We offered to disconnect
the Text Messaging component and Mr. agreed to keep his account active.On February 5, 2019, we sent a usage
notification warning to Mr. Jitterbug phone to advise him that he was
close to exceeding the Mobile Data limit of his rate plan. Our systems indicate
that the message was received and delivered to the voicemail.On February 27, 2019, Mr.
received his invoice for $101.56, which included the new rate plan described above
and Mobile Data overages in the amount of $76.87.On March 4, 2019, Mr. again contacted
our Customer Service to cancel his services. We offered to credit the account
for the overages from the previous bill, $76.87 and switch him to a Jitterbug
Flip phone that does not have Mobile Data availability, but Mr.
declined the offer. As such, we set the cancellation of service for the end of that
billing period on March 26, 2019. On March 27, 2019, Mr.
received his invoice for $47.13. This included only Data overages in the amount
of $46.98, plus taxes and fees, because he exceeded the Data plan limit that he
selected during the final month of service.On April 1, 2019, we received a returned
payment notice for the ACH transaction in the amount of $47.13. Because there is
a $25 fee for any returned ACH payments, the account balance was adjusted to
$72.13. Although we have determined that all
charges incurred were valid because of the recorded usage, as a one-time
courtesy, we will waive the closing balance of $72.13. We apologize for any inconvenience
this situation may have caused.Best
Regards.
We did not have all of the information that they said they sent to us. We have an answering machine with our phone and I did not have one message from them. We hardly used the phone because we didn't not how. We are 76 and 86 years old and they have taken advantage of us. I would never recommend Great Call to anyone.
Re: Grady ***_ Account *** File ***
To Whom It May Concern:
We appreciate Mr. additional feedback and comments. We can confirm, however, that the finding relayed in our previous response are correct and accurate. As previously mentioned in that response, we have waived the closing balance of $72.13 and have determined that no further adjustments are merited.
We apologize for any inconvenience this situation may have caused.
Best Regards.
Bought a Jitterbug phone from Great Call. I am not computer illiterate since I'd a retired teacher, but the idea of a simple phone to use was motivating. From the beginning it was confusing. I thought it was my fault, but as time wore on friends and family complained that the sound wasn't clear and calls were being dropped.
I complained to Great Call. They told me I lived in a brick building that made connections difficult.
They pointed out that although I live in a metropolitan area, they don't use their own cell towers.
I even eventually spoke with Mariah who said they could not fix the problem and offered to give me a
compensation of $180.
I waited about six weeks. Nothing happened. I canceled my phone and signed up with Verizon. I then called Great Call where I was told they never return money. It's not their policy.
This is terrible business! My daughter spoke with Mariah too and heard the same offer.
I feel that I was ripped off and lied to.
To Whom It May Concern:On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response,this letter is submitted in response to the above-referenced complaint.We appreciate the opportunity to respond Ms. complaint and have completed an auditof her GreatCall account.Our records show that Ms. established her account on July 28, 2018, with a directpurchase of a Jitterbug Smart phone. At that time, she chose a 600-minute plan with a 300-textmessage bundle and 100 megabytes of mobile data, for the price of $27.99, plus applicabletaxes and fees.Ms. placed a call to our Customer Service on January 25, 2019, to report that she wasexperiencing dropped calls. Because she was calling from her Jitterbug phone and did not havean alternate phone to speak with us on, that would allow us to complete troubleshooting, Ms. stated she would call back for further support once she had an alternate line available. Atthe end of the call Ms. opted to take a Customer Service Satisfaction survey and as aresult, our Survey Outreach Team contacted her to discuss the feedback rating that sheprovided. After discussing her concerns, we explained how different environmental factors canaffect signal strength and may cause a mobile phone to drop calls. During the conversation Ms. requested to return the phone for a refund and we advised her that she was outside ofour 30-day return period. A copy of our 30-day return policy can be found in the Terms andConditions section of the User Guide packaged with each phone and posted to our webpage***. Because Ms. was outside of the 30-dayreturn period we offered her a refund for five months of service, totaling $182.11.After completing the full review of Ms. account, we have determined that the servicerefunds were not issued as the result of human error. As previously promised, we have appliedthe refunds for the last five months of service, totaling $182.11, to Ms. *** ending in***, on April 17, 2019. Each service charge refund will appear as an individual transaction onher credit card statement.Lastly, Ms. account was disconnected on January 30, 2019, when she transferred herservice number to a new carrier.We apologize for any inconvenience this situation may have caused.Best Regards.
Wireless Complaint
2.
3. Description of Complaint:I received my monthly bill and it was 3x three times the normal amount for past due amount of $198.32 dollars/cents in the month of October on the 17th, 2018 and added up to be $251.43. I called Great Call and talked to a woman after I received the bill and asked to have the reason why the account and bill was so high. I went though my account online with the representative and there was no documentation on my account that showed why the bill was so high. I asked the Great representative to send me documentation from the company as to why my usage added up to be three times the normal amount and to send it as soon as possible. This was never done, I never received any mail from Great Call about my bill. I also go another bill dated 10/20/2018 from Great call for the amount of $251.43 dollars and cents. I did not use my phone so much that it went over 3 times the normal usage. I had been paid up on ALL of my previous bills that added up to be around $53.00. Note I do have a copy of the usage amounts from the Great CAll online page that say ZERO dollars. This copy can be given on request for the Revdex.com to be sent to you for verification.
To Whom It May Concern:
On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response,
this letter is submitted in response to the above-referenced complaint.
We appreciate the opportunity to respond Ms.’s complaint and have completed an audit
of her GreatCall account.
Our records show that Ms. established her account on January 11, 2017, with the direct
purchase of a Jitterbug Touch3 smartphone. At that time, she chose a monthly service plan with
600 airtime minutes and access to our 5Star Urgent Response service, a 300-text message
bundle, 100 megabytes of mobile data and enrollment in our Handset Replacement Option for
$41.99, plus applicable taxes and fees.
A review of the usage records for the billing period between August 18, 2018 to September 17,
2018, indicates that Ms. exceeded her 300-text message bundle by 1240 messages. As
described on page 3 of the monthly invoice, Ms. was billed the overage rate of 10 cents
per message for each message that exceeded the 300-text message bundle limit. As such, the
monthly service invoice generated on September 17, 2018, in the amount of $198.32, included
the monthly service plan price of $41.99, the text message overage fees of $124.00, a $1.06
unpaid balance from the previous invoice, and applicable taxes and fees.
On October 3, 2018, Ms. placed a call to our Customer Service to discuss the charges on
her monthly invoice. At that time, our representative reviewed her text message usage and
advised her that she had exceeded her monthly allotted message limit by 1240 messages,
causing there to be overage charges incurred. During this conversation, our representative
suggested that she increase her text message bundle to a higher text plan and Ms.
agreed to the 700-text message plan for $6.00 per month. The change was made, bringing the
new monthly service plan price to $44.99, plus taxes and fees.
On October 17, 2018, GreatCall sent an automated notification to the home phone number on
record, (505) 842-0009, to advise Ms. that her account was past due. Because we were
not able to connect with her at that time, a voicemail message was left asking that she follow
up with us at her earliest convenience.
On October 18, 2018, the next monthly service invoice generated in the amount of $251.43,
which included the past due amount of $198.32 and the new monthly service charges of
$53.11.
On November 7, 2018, after several attempts to connect with Ms. by phone to discuss
the past due status of her account, the service to her Jitterbug Touch3 smartphone was
suspended, causing any attempted outbound calls from the phone to be routed to GreatCall
Customer Service.
On November 17, 2018, Ms. attempted to place an outbound call from her phone and
was routed to our Customer Service. After we advised her of the past due amount, Ms.
stated that she wanted to cancel her service. While on a brief hold, the call was dropped, and
the account remained suspended, but open and active.
On November 18, 2018, a new monthly service invoice generated for $306.05. This included the
past due amount of $251.43 and the new monthly service fee of $54.62.
GreatCall continued our efforts to reach Ms. regarding the past due status of her
account, but we were unable to connect with her by phone. Finally, on December 17, 2018, the
service was terminated due to nonpayment and the account was referred to our collections
team.
On December 29, 2018, we connected with Ms. and advised her that the amount due
was $306.05. Ms. requested a reprint of the September 17, 2018 invoice and it was
mailed to her this same day.
As a one-time courtesy, a credit of $54.62 has been applied to Ms.’s account because the
phone could not be used as the service was suspended for the duration of the November 18,
2018 to December 17, 2018 billing period. Because Ms. continued to use her phone for
text messaging and phone calls/voicemail retrieval prior to the service suspension the
remaining balance of $251.43 is considered to be due and payable.
Ms. can submit payment using a credit/debit card by calling our Customer Service at *** or by mailing a check or money order to:
GreatCall Inc.Attn: Financial Service***
***
We apologize for any inconvenience this situation may have caused.
Best Regards.
I feel I was mislead into getting a product that was not suited for me, untrained customer service people, who tell you they will help you with your profile and don't follow up, then the phone was replaced with a Lively device and then I returned both products within one day, they want to keep a restocking fee when the products malfunctioned and set off bells and alarms 3X in one day without needing help needless waste of time and money. Poor customer service reps, rude, nasty, untrained, unprofessional, poor company
Re: *** Account *** File ***
To Whom It May Concern:
On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response,
this letter is submitted in response to the above-referenced complaint.
We appreciate the opportunity to respond Ms. complaint and have completed a review
of their GreatCall account.
Our records indicate Ms. established her service on November 24, 2018, with a direct
purchase of a Jitterbug Flip phone. A review of the audio recording for this call indicates that
Ms. called to ask about GreatCall’s suite of products and was sold the item that she
decided was best for her needs at that time.
The initial order consisted of the Jitterbug Flip handset for $49.99, a one-time Service Activation
Fee of $35.00 and applicable taxes for a total of $93.24, which was charged to a *** card
ending in ***.
When she received the phone on November 28, 2018, she followed up with our Customer
Service and decided that the Lively Mobile, our one button emergency response device, would
better fit her needs. As such, we processed an exchange order for her.
Ms. then contacted our Customer Service to activate her Lively Mobile device on
December 6, 2018 and when she called back later that same day, we assisted her with updating
the information listed on her Personal Profile over the phone. Yet again, later that same day,
Ms. followed up with our Customer Service to disconnect her account. At that time, we
advised her of our 30-Day Return Policy states that any shipping charges (if charged) are nonrefundable and that a $10.00 Restocking Fee, plus applicable taxes, is withheld from the original
order. During the conversation Ms. requested a return shipping label and although
typically a customer is responsible for the return shipping expense, we provided one as a
courtesy.
On December 24, 2018, we received the Lively Mobile device in our returns warehouse and a
refund of $81.83 was issued to the *** card ending in ***.
A review of Ms. account indicates that waiving the Restocking Fee is not merited and
that all justified refunds have been issued.
We apologize for any inconvenience this situation may have caused.
Best Regards.
I started off on the Unlimited plan of $70.83 a month, I changed it on April 5, 2019 to a lower price. I got a phone call telling me to call regarding my usages. I was told I was over my data plan. I said this can't be because I have a modem I use at home and on the go. I was told they didn't see an active modem on my phone, even though I turned off the data switch once I bought my modem. Then I was told I could use my modem for my data, calls and text. I get another call telling me I am over my texts and calls. When I asked for a plan that would not cause this to happen. Also this company ignored me saying, my notification keeps blocking apps on my phone daily. the phone pad keep stopping. there are 2 notification blocked and don't know why. My apps get removed from the home page. in the system apps starting with com.hawk, face show, joy launcher, key chain, locationEM2 and other apps I have no control of on my phone. Many of these apps are turning on the data background switch. Which I have to change everyday.
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. *** complaint and have completed an audit of her
GreatCall account.
Ms. established her account on January 29, 2019, with the activation of a Jitterbug Smart2
handset purchased from a retail location. Ms. paid a one-time $35.00 activation fee to
initiate service, plus applicable taxes and fees totaling $40.40. At that time, she chose our
Unlimited Talk, Text, and Data plan with access to our 5Star Urgent Response Service for
$59.99, plus applicable taxes and fees, monthly.
On February 3, 2019, Ms. contacted our Customer Service to adjust her rate plan because
she believed that she no longer required unlimited data. At that time, we advised her that she
had already used 2.8 Gigabytes of data and recommended that she wait until the start of the
next billing period to make the change so that she would avoid incurring data overage charges.
Additionally, we provided detailed instruction regarding her ability to alter the phone settings
menu to ensure that her Wi-Fi is properly connected and disable the mobile data connection.
Ms. called us back at the start of a new billing period and we changed her to our 600
Minute plan with a 300 Text & Picture message bundle and 40 Megabytes of data for $25.48,
plus applicable taxes and fees. During the conversation with our representatives, Ms.
stated since she had acquired a mobile hotspot and that she did not require a data plan from
us. Our representative informed her that a mobile data plan component is required for the
phone to work properly on our network and we again informed her that she has the options of
using the settings menu of her phone to turn off the mobile data connection if she wishes to.
As a courtesy, when our customers are close to exceeding, or have already exceeded their
monthly allowance for minutes, texts, or mobile data, we will send out usage notification
warnings to alert them that they should follow up with us to make changes so that they can
avoid incurring overage charges. Our records show that Ms. received two separate
notifications informing her that she had used her allowed 40 Megabytes of data and that she
was close to exceeding her allowed 600 minutes for the month.
On February 20, 2019, Ms. services were suspended due to excessive data usage totaling
$199.35 in unbilled usage charges. When she followed up with us, she advised our
representative that she was contesting the data overages she believed that she was connected
to her portable hotspot. Ms. was informed that her hotspot may not have been connected
or that the coverage for the hotspot was poor at time which resulted in her phone connecting
to the mobile data connection instead. Ms. was advised that she would need to increase
her current data plan in order for her services to be restored. We assisted in switching her from
the 40 Megabyte data plan to the 500 Megabyte plan. Due to her increasing her data plan she
was no longer responsible for paying the $199.35 in unbilled data overages as the change was
made prior to billing period ending. At that time, Ms. also requested a copy of a detailed
usage report to view if the usage and overages were valid, we advised her the report would be
sent out via standard mail at the end of her current period on 3/4/2019. Although these reports
will show what date and time the mobile data was used, privacy standards dictate that a
detailed description of which mobile application or specific website was visited are not
provided. Ms. can review which mobile applications are connecting to mobile data by
accessing the phone menu: Android Settings > Data Usage > Cellular Data Usage and scrolling
through the applications
On April 8, 2019, Ms. called our Customer Service to follow-up on her usage for the
current billing period and we advised her that she had exceeded her allowed 600 minutes and
suggested increasing her plan to avoid overages. Ms. contested the overages because she
believed that she was making calls through her portable hotspot. Our representative informed
her that her calls do not go through Wi-Fi. Ms. was once again advised of the many rate
plans options that we offer and that we believed that a different plan with higher usage
allotments would better fit her usage needs. With her agreement, we switched her rate plan to
our 3000 minutes only plan with a 300 text & picture message bundle and 100 Megabytes of
data for $47.99, plus applicable taxes and fees.
A review of our Customer Service notes indicates that Ms. has reached out to our
Customer Service on multiple occasions stating that she was having issues with her phone not
working properly due to her apps randomly closing. We advised her each time that she will
need to call us back from an alternate phone, so that we can complete all the proper
troubleshooting steps while the phone is not in use for a voice call. Should she continue to
experience any problem with her phone not working properly, she should follow up with our
Customer Service at *** between 5am and 8pm Pacific Time.
We apologize for any inconvenience this situation may have caused.Best Regards.
I will call Great Call when someone is here with another phone. My apps stop working continually.My notifications stills block on it's on. Their are apps that are disabled. My device keeps turning on the data switch. I called great call after our conversation, my phone stop working, I could not return to my home page. The buttons back home call 5 was removed. It kept stating you phone is being updated. It was not this made it worst than before. I couldn't text. I lost all my photos I took on this phone.
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 have reviewed the additional comments submitted by Ms..
As described in our original response, Ms. should call our Customer Service Department
when she has another phone available, so we may complete all troubleshooting steps required
to address the issues that she is experiencing.
It may be necessary to complete a factory reset of the handset so that all settings are
reconfigured to their original specifications. As a precaution, Ms. should back up all files
that may be lost during this process. Music files, photos and any other downloaded files should
be transferred to a personal computer to prevent permanent loss.
Our Customer Service can be reached at ***, between the hours of 5am and 8pm
Pacific Time, Monday – Sunday.
We apologize for any inconvenience this situation may have caused.
Best Regards.
Existing Customer; Phone could not charge anymore; Called Great Call on 1/1/19
spoke with Patricia, transferred to Jaime at Tech Support. He advised he was sending me a new charger, to see if the charger was the problem.
1. I advised him that I had already been paying $4.00 monthly for a replacement set. He insisted on sending me a new charger for which I would be billed 22.45 for the charger and shipping charges would apply.
2. I called back later in the day and spoke with Tony. I said that if I was going to be billed for a new charger, I may as well utilize the option of a new Handset Replacement since I had already been paying for that and a new charger may not guarantee that the existing phone would work. He advised me that I would be getting the latest version of the Jitterbug Smartphone.
3. I was out of service from 01/01/19 -1/5/19. No out of service credit was applied on my latest bill dated 1/24/19.
4. 1/5/19 spoke with Mr. Santos at Great Call to get assistance to sync my contacts from old phone to new phone. He advised me that I had to purchase a SD Card.
5. 1/7/19 spoke with Michelle who was able to assist me with the sync of my contacts from old phone to new phone.
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 complaint and havecompleted an audit of her GreatCall account.
Our records show that Ms. established her account on June 16, 2014, with the direct orderof a Jitterbug Touch2 handset. At that time, Ms. enrolled in our Handset Replacementoption for $4.00 monthly.
As described in the enrollment details communicated verbally at the time of enrollment, andwhich were mailed to Ms., our Handset Replacement Option is billed at $4.00 per monthand allows a customer to replace their smartphone once per year, for any reason, for only$50.00 with standard ground shipping or for $60.00 with expedited shipping. Additionally, theterms indicate that replacements will be the same phone model as the one being replaced orthe most similar available if the existing model is no longer available.
On March 24, 2016, Ms. used her Handset Replacement Option and a replacementJitterbug Touch2 was sent to her.
On January 23, 2017, Ms. paid for an upgrade to our newer Jitterbug Smart modelhandset.
On January 1, 2019, Ms. contacted our Customer Service to inform us that her phone wasnot charging. At that time, a replacement wall charger was ordered. Later that day, Ms.contacted our Customer Service again and advised us that she would like to exercise theHandset Replacement Option to order a replacement phone. As requested, the replacementphone was ordered using the Handset Replacement Option. Because Ms. was using ourJitterbug Smart handset model, which was still available at the time, the replacement phoneshipped to her was the same model.
A review of the audio recording of her call to our Customer Service indicates that ourrepresentative referenced that Ms. “may” receive the newer Jitterbug Smart2 handsetmodel if the current Jitterbug Smart handset model was no longer in stock in our warehouse.
Per GreatCall’s Handset Replacement Option policy, Ms. received the appropriatereplacement phone model for her request.
We apologize for any inconvenience this situation may have caused.
Best Regards.
I do not accept the response made by Great Call for the poor, condescending, and dismissive manner in the way my situation was handled.I have been a repeat customer going on 5 years. I do not think that Great Call would go under financially if I was allowed to purchase a phone at the cost $50.00So much for retaining customer loyalty and dealing with unempowered indiviuals.
Re: ***_ Account *** File ***
To Whom It May Concern:
As described in our previous response, our records show that Ms. was issued theappropriate phone model when she exercised the Handset Replacement Option on January 1,2019. Although we have determined that she received the correct phone model, as a one-timecourtesy, we will honor her request for a Jitterbug Smart2 phone model.
Over the past few days, we have made multiple attempts to reach Ms. using the contactphone number that she provided when her account was established but have not been able toconnect with her.
Should Ms. wish to accept our offer, she can leave us a voicemail message at ***
*** with her full name, account number, the best phone number to reach her at and the besttime of day for us to contact her.
In addition to sending her the Jitterbug Smart2 handset, we will provide a pre-paid returnshipping label to recover the Jitterbug Smart phone that was mailed to her on January 2, 2019.We apologize for any inconvenience this situation may have caused.
Best Regards.
5/18/19 - 1:33pm, I called Great Call to have the new Jitterbug 2 phone activated and have my contacts and photos transferred over to the new phone. I spoke with Dustin who started my reactivation. However, Dustin advised me that I would have to manually transfer over both my contacts and photos. He said that this information had been given to him by his supervisor, it was my responsibility to manually transfer my information over to the new phone. I reiterated that a sync procedure could accomplish this since I had had this done previously on 1/17/19 with Michelle. Dustin then advised me that he could not stay on the phone with me any longer during the reactivation. Dustin advised me to call back when the reactivation was complete and he hung up the phone. With Dustin, once again I have encountered a Great Call personnel that does not know their job functions and does not have a clue about customer service and customer expectations.5/18/19 - 2:05pm, I called back Great Call. I spoke with Tabby. Tabby advised me that Dustin had not swapped the service over to the new Jitterbug Smart 2 phone. Tabby assisted me through th process to have this accomplished. Tabby advised me to wait 1/2 hour and restart the phone.5/18/19 - 3:21pm, I called back Great Call. Phone indicated that the reactivation was in "Setup Failure" mode status with an Error Code 5 Message. I spoke with Kavin. Kavin performed diagnostics to restart reactivation. 5/18/19 - 3:51pm, Phone Setup completed and contacts and photos were sync again into new Jitterbug Smart 2 phone.5/25/19 - 5:50pm, I called Great Call regarding my voicemail. My voice mail screen states, "You have no new voicemail messages." However, If I call my mailbox, messages are there. So in order for me to ascertain if I have voicemail messages, I have to each time manually call my voicemail. This phone is supposed to be a SmartPhone, yet I have to do interim manual operations to access certain functions. I explained this to Zack. Zack explained that the voicemail needed to be set up in order for the voicemail screen to show the message entries. Voicemail was set up.5/25/19 -- 6:34pm, I called Great Call back because the problem above was still existing. I spoke with Loretta. Loretta advised me that she could not trouble assist so that the vociemail screen shows that I have messages. Loretta checked someone in her office that said that this problem had to go to the outside contractor that provides the voicemail feature on the Great Call Jitterbug 2. Loretta said that she was sending the outside conntractor a trouble ticket and this would be corrected in 2 to 3 days, meaning that this would be corrected by 5/30/19. It is now 6/1/19 and this has not been corrected.So no, I do not accept that my complaint about the lack of service and my phone not working properly has been resolved.
1. 6/4/19 started reporting that Voice Mail Screen indicates "You have no new voicemail messages. Call voicemail and there are messages in the mailbox. Voice m mail does generate voice maill call detail list with a delete option that the older version of the Jitterbug smartphone had with it. 2. Have to listen to voicemails all the way till the end, cannot delete voicemail until get voice activated prompt at the end of each voicemail. This is too time consuming. 3. When outside unable to have internet access. Phone goes offline and advises mee to try later? Was advised whe I leave my apartment, Have to manually disconnect my home wifi in order to have internet access when outside. This information was p;rovided by Great Call's agent, Marquita. I asked if I could go back to the older version of the Jitterbug Smartphone. She advised that was no longer an option.
1. Want the ability to hahve a voicemail call detail list option. 2. Want the ability to delete voicemails while listenting. 3. Do not see Why I have to disconnect my wifi from my phone when I leave home. This is supposed to be a smartphone, but I have spent more than 2 months on the phone for an unacceptable resolution.
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 theopportunity to respond to Ms.’s additional comments.
On July 29, 2019, Ms. contacted our Customer Service to request that we make changes tothe design of the Jitterbug Smart2 handset so that it would operate like the Jitterbug Smart1model that she previously used. We appreciate her feedback and will keep her requests in mindfor future changes to our phone models.
Should Ms. have manually disabled the cellular data option in the menu settings of herphone, she will need to reenable it when out of Wi-Fi range. Otherwise the data connection willautomatically switch to mobile data when out of Wi-Fi range.
We apologize for any inconvenience this situation may have caused.
Best Regards.
I purchased a Jitterbug smartphone for Mothers Day for my 80-year old mother. She could not comprehend how to use it & was constantly frustrated with it. I received a bill from Great Call & explained this to them & told them this was not a contract phone but a pre pay plan. I thought all of this was taken care of. My mother used the phone under my constant supervision for about a 2-weeks. Great Call is still sending me letters stating I owe them & I disagree. I do not owe them. This was a pre-pay plan & I paid that amount when I purchased the phone.
To Whom It May Concern:On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letteris submitted in response to the above-referenced complaint.We appreciate the opportunity to respond to Ms.’s complaint and have completed an audit ofher GreatCall account.Our records show that Ms. established her account on May 12, 2018 with the activation (on ourwebsite) of a Jitterbug Smart phone that was purchased at a retail location. At that time, she selected amonthly service rate plan that included 200 airtime minutes for $14.99, a 300 Text and PictureMessaging bundle for $3.00, and 40 Megabytes of Mobile Data for $2.49. With all rate plan componentsfactored together, the total service plan selected was $20.48, plus taxes and fees, monthly. During thecourse of setting up her account online, Ms. designated herself as the responsible billing partyand designated Ms. *** as the primary phone user. To start the service, Ms. paida one-time service activation fee of $25.00, plus tax, totaling $26.61 with a *** card ending in ***.While GreatCall is a no-contact wireless service provider that bills in advance, we are not like traditionalpre-paid service providers that require immediate payment on a due date to prevent service from beingdisconnected. Because we cater to a customer base that may require wireless phone service to seekassistance for medical emergencies we will allow phone service to continue with an unpaid balance untila 60-day past-due threshold.In reviewing Ms.’s account, we can confirm that between May 13, 2018 and June 25, 2018, weexercised due diligence in our efforts to notify Ms. of the past due status of her account. Weattempted to reach her both in writing and by phone using the primary contact number that sheprovided while creating her account online.On June 26, 2018, we were able to reach Ms. when we called her home phone to advise her ofthe past due balance of $59.68, which represented 2 months of unpaid service. Ms. contestedthe amount due and stated that her mother, ***, never used the phone. At that time, weconfirmed that our usage records showed that the phone had been used in each of the billing periodswhich she was charged for and that she would be responsible for the past due fees. Per Ms.’srequest, we disconnected her service and she stated that she would call back to verify whether hermother wanted to continue the phone service moving forward. As such, when we received herconfirmation that she no longer wished to use our service, we set the cancellation of the service for theend of that billing period on July 12, 2018.
A final review of our phone usage records shows that Ms.’s Jitterbug Smart was first used to
receive an incoming call on May 12, 2018 and was last used on June 29, 2018 to make an outgoing call.
As such, we continued our justified efforts to seek payment for the unpaid service charges of $59.68.
Should Ms. wish to request copies of the phone usage records for her Jitterbug Smart, she can
do so by calling our Customer Service at *** between 5am and 8pm Pacific Time.
Because the unpaid balance has been found to be due and payable, no billing adjustments are merited.
Ms. can submit payment over the phone using a credit or debit card by calling our Financial
Services office at *** or by mailing a check or money order to the following address:
GreatCall INC
Attn: Financial Service
***
We apologize for any inconvenience this situation may have caused.
Best Regards.