Great Call Reviews (%countItem)
Great Call Rating
Address: PO Box 4428, Carlsbad, California, United States, 92018-4428
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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...
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.
Beginning about 4 March 2019 I have been trying to get my 88 year old mother's land line number, *** ported to her Great Call Jitterbug cell phone ***. I have repeatedly contacted them about porting the number and after many different delays and hours of attempting to get the number ported they tell me it is not "portable". I have been working with the local land line provider, ***, and they have on at least four separate occasions tried to get in touch with someone at Great Call about porting the number but they, or me, can get no further than customer service, NOT EVEN A SUPERVISOR to resolve the issue. I have spent hours over 6 or seven days attempt tempting to get this resolved. *** has bent over backward to assist trying to get a resolution and they couldn't get a return call from Great call. How do I know this? Because I was in a conference call with *** to Great Call customer service to attempt resolution. I have failed a complaint with ***. I have ALSO contacted my Congressman about this problem. I have never in my life had such poor customer service and run around. I'm my mother's authorized agent and simply trying to get her telephone number ported. Great call told us when the phone was purchased they could port the number. NP PNE in customer service has any idea of how to resolve the "Non verification" problem and either don't know who internally in Great Call to turn to to resolve the issue or are .... As you can tell by now I'm very upset and wonder how many other people have had, or are having, the same problem. I have loved all over the USA and NEVER had this kind of problem with porting a number.
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 Mr. ***’s complaint, submitted on behalf of Ms. ***, and have completed an audit of the GreatCall account.
Our records show that Ms. established her account on February 18, 2019, with the direct purchase of a Jitterbug Flip phone.
On March 6, 2019, Mr. contacted our Customer Service to initiate a port request for the landline service number ***. When submitting the port in request, our Customer Service representative received a notification that the number being requested was not accessible for transferring.
Later the same day, Ms. and Ms. *** called our Customer Service and were again advised that the number being requested was identified as not being portable in our system.
Mr. then followed up with us on March 12, 2019, and our Customer Service representative participated in a conference call with ***. Although a *** representative, by the name of Simone, confirmed the general information needed to submit the port request, the service number continued to be declined in our system.
As a courtesy, we have contacted our network partner, ***, for further clarification. They were able to confirm that service numbers with the NPA/NXX (area code and prefix) of *** are not portable to their network, which GreatCall operates on. Therefore, the phone number *** is not able to be ported to GreatCall for activation on our handsets.
We apologize for any inconvenience this situation may have caused.
Best Regards
Tell us why here...
Why didn't tell us up front porting her number might be a problem from the beginning when we were discussing signing up for the service. Instead they told us it could be ported.
Why couldn't they given us this "explanation" instead of telling that my mother's telephone number was portable? Was making a sale the objective instead of serving their customer?
Why couldn't they they simply let ***'s porting departments representative link up with Great Call porting department at the beginning of the process instead of ignoring their repeated attempts at resolving this problem?
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 have reviewed the additional comments submitted by Mr..
As described in our original response, Mr. contacted our Customer Service Department on March 6, 2019, to initiate a port request for the landline service number *** and was advised at that time that the number being requested was not available for transferring to GreatCall.
Additionally, later that same day, Ms. *** and Ms. *** were also advised that the number being requested was not portable to GreatCall.
We exercised due diligence by informing Mr. and Mrs. that the number could not be ported at the time of their request and followed up with our network partner to confirm that this was correct.
We apologize for any inconvenience this situation may have caused.
Best Regards.
Tell us why here...
I have purchased a Jitterbug Flips for my mother and father...that being said my Mom and Dad can hear the caller fine but the caller says they cannot understand them. The caller explains that what they hear is very muffled and uncomprehendable. I use the same (***) towers as they do with my(not jitterbug) phone and my voice is loud and clear with no mumble or muffle. I have done all the troubleshooting with great call...software update hard reset replaced phones 3 times and nothing is better. Why would Great call use such cheap devices and take advantage of the elderly. Moms phone *** Dads *** Call Me
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 an auditof his mother’s GreatCall account.Our records show that Mr. established his mother’s account on November 30, 2018, withthe activation of a Jitterbug Flip phone purchased from a retail location.Mr. placed a call to our Customer Service on February 18, 2019, to report the audio of hismother’s phone was not functioning properly. At that time, we were able to complete anupdate to the phone and a test call confirmed that voice communications were clear andunderstandable.Mr. followed up with our Customer Service on March 1, 2019, to report that the audio onhis mother’s Jitterbug phone was not functioning properly again. As a result, we offered toreplace the phone under our manufactures warranty, which he accepted.Our Customer Service then received a call from the account holder, ***, on March 14,2019, to report the audio was not functioning properly on the replacement phone. As such, weoffered to send another phone under our manufactures warranty, which she accepted.After completing the full review of the problem reported to us, we have identified an audioissue with a small number of users whose phone will require a software update, pending to bereleased in May, that will address the problem being encountered.We have reached out to Mr. by phone and were able to advise him of the pendingsoftware update. As a courtesy, we have applied a billing credit to his account for one month ofservice and have scheduled a follow up call with him once the update has been completed sothat we can ensure the phone is working properly.We apologize for any inconvenience this situation may have caused.
On or/about 12/18/2018 My wife purchased a jitterbug phone (on Line) and connected through Great Call
for monthly service. we paid 44.00 for the phone & 24.55 for the service. the phone is not as advertised our friends ask my wife not to call on that phone anymore as the sound quality was so bad.
we had 4 complaints from friends and family. on January 4 2019 I wrote a letter to both the Pennsylvania address and the texas address stating that the phone was not as advertised. In late January I got a bill for continued service. again I wrote a letter to both addersses stating that the phone was not acceptable as advertised. Later in February I called great call and told them we would like to get our money back for the phone and to stop sending us a bill as we no longer had the service. Later in February I I got another bill I wrote letters again and called them they said they don't take letters and they can only stop the service if I call in ( I never and my wife never agreed to such an arrangement. March we received another bill for service I called again and they said that If I didn't pay the bill they would have to suspend the service. Making It like it was all our fault.
April we received on ongoing bill I have told them I would not pay the bill and I should get our money back for such an bad phone. Pleas Held these phone are very bad. I got the phone because my wife is disabled and all there advertising said there phones are made for seniors, what good is a phone that nobody wants you to call them on. and what good is a phone company that keeps sending you bills after you have made a complaint. nobody at great call was interested in our problems no customer service at all it looks like they don't care about customer service. My wife and I don't have the money to get trapped like this by such a company that don't care about their customer's .
we would like to get our money back for the phone and close our account.
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.’s complaint and have completed an audit of his GreatCall account. Our records indicate that Mr.’s account was established on December 19, 2018 with the activation of a Jitterbug Flip phone purchased from a retail location. At that time, he selected a monthly service rate plan that included 200 airtime minutes for $14.99, 300 text and picture messages for $3.00 and voicemail access for $3.00, for a total of $20.99, plus taxes and fees, monthly.On December 23, 2019 the first invoice was generated in the amount of $24.72 and a check payment was received on January 3, 2019. On January 23, 2019 an invoice generated in the amount of $24.55. Because we did not receive a payment for this invoice, when the next monthly service charges were generated on February 23, 2019, in the amount of $24.55, the total amount shown on the new invoice was $49.10. On February 26, 2019 we sent an automated past due notification to the primary contact number on file, ***, advising Mr. that his account was 16 days past due. On March 6, 2019 one of our representatives attempted to contact Mr. by phone to discuss the balance due. Because there was no answer, a voicemail message was left asking him to contact us at his earliest convenience. On March 24, 2019 an invoice generated in the amount of $73.65, which represented the past due balance of $49.10 and the new charges of $24.55.On March 27, 2019, Mr. called our Customer Service to say that he had already cancelled the account by mail and doesn’t know why he is receiving invoices. We advised Mr. the account was active and to protect the account security, we are unable to accept cancellations requests via mail. Per Mr.’s request, his account was closed, and we set the cancellation of service for April 23, 2019, the end of the billing period in which the request was received. On March 29, 2019 Mr. called our Customer Service regarding the balance due. We advised him the balance of $73.65 was due and payable because we never received a request to cancel and he still had access to the service. On April 4 ,2019 we received a letter request to cancel the service. At the time, no action was taken because the account was already set to disconnect on April 23, 2019. On April 12, 2019 we received another letter requesting to cancel service. At the time, no action was taken because the account was already set to disconnect on April 23, 2019. Regretfully, these written requests for cancellation were not sent to the proper correspondence address provided on page 2 of each monthly invoice that we mailed to Mr.. Had they been sent to the proper address, we would have received them sooner and would have followed up with him by phone to address his requests and concerns. Upon receipt of this complaint, we reviewed the account and see the phone has not been used since February 1, 2019. Although the charges are considered valid, as a one-time courtesy we have waived them, and the account balance is now zero. 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.
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.
Great Call advertises in senior magazines. So I bought a phone for my elderly wife and a service from Great Call and she loaned it to someone who's phone was broken and being repaired. That is when the additional $267.85 was charged for that month. I new nothing about the additional charges until the bill came and GC had all ready taken the money from my credit card. When you click "I Agree" you give GC unlimited access to your bank account or credit card! I canceled the service the day I received the statement and threw the Jitterbug phone away, but you cannot cancel until the end of the billing cycle! I went to Verizon and got unlimited talk and text for the same monthly charge I was paying Great Call ($31.55) not the $299.40 Great Call charged me for that month. I thing Great Call is a bait and switch scam. With the Great Call plan we had 3 minutes/per day and no text. What Great Call did to us might be legal, but for sure it's unethical.
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, submitted on Behalf ofGreatCall Subscriber ***, and have completed a review of Ms.’s account.Our records indicate that Ms., or someone acting on her behalf, established her accounton November 20, 2018, with the activation (on our website) of a Jitterbug Flip cell phonepurchased from a retail location. At that time, Ms. chose a monthly service rate plan thatincluded 50 airtime minutes, with access to our 5Star Urgent Response Service for $24.99, plusapplicable taxes and fees. Additionally, she selected a pay-per-use ($0.10 each) text andpicture messaging rate plan component. During the course of setting up the account online, Ms.’s Discover card ending in 9086 was also authorized for automatic monthly billing andMr. *** was established as an authorized user on the account.On January 14, 2018, Mr. contacted our Customer Service and requested that weremove the text message feature. Per his request, the 10 cents, pay-per-use, text and picturemessaging component was disconnected.On February 27, 2019, we sent a usage notification warning to Ms.’s Jitterbug phone toadvise her that at least 100 of 100 minutes were used. Our systems indicate that the call wasreceived but was delivered to the voicemail.On March 20, 2019, we sent a usage notification warning to Ms.’s Jitterbug phone toadvise her that she had exceeded her monthly minutes and that her account was pendingsuspension due to excessive usage. On March 21, 2019, we suspended Ms.’s phoneservice to prevent further overage charges from being incurred.As described on page 2 of each invoice mailed to Ms., under the Usage Chargesheading: “You will incur usage charges at a minimum rate of $0.35 per minute if you exceedyour service plan minutes. As such, Ms. was charged $230.30 in overage fees, forexceeding her available limit by 658 minutes, on the monthly service invoice dated March 23,2019.On March 30, 2019, Mr. contacted our Customer Service to cancel the account. At thattime, we offered to refund $100 in overage charges, but he declined the offer.Although we have determined that all charges incurred were valid because of the recordedphone usage, as a one-time courtesy, we will refund $115.15 (which represents 50% of theoverage fees incurred) back to the *** credit card on file ending in ***.Additionally, after the account was closed, we received a check payment (check #***), in theamount of $31.55, which will also be refunded to Ms..We apologize for any inconvenience this situation may have caused.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards
GreatCall has the worst customer service that I have experienced in many years! Over an error on their part in billing, they are out of the blue trying to collect $51 for a service that has not been active for over 6 months. A supervisor by the name of David is threatening calls from collection services over $51 that I can verify their service was not even connected...I will make sure that they will pay more than $51 in bad publicity!!!! Plus the other reason I switched to a better medical alert company called *** is that GreatCall does not have an emergency pendant/help button that will hold a battery charge for over 24 hours and *** easily beats that with a battery that lasts 4 YEARS!!! When I asked to be transferred to a supervisor, I was disconnected. When I called back to ask for someone with more seniority, David said that would be Kayla but he would not transfer over to her. So I am going to make sure that others are aware of my poor treatment and dissatisfaction with GreatCall.
Hi ***, thank you for bringing this to our attention. We see that someone has followed up with today. A review of your account shows that although we did not receive a request for cancellation, we have waived the closing balance on the account. We strive to provide a high level of customer service and we will use your feedback to better our customers experience.
GreatCall has the worst customer service that I have experienced in many years! Over an error on their part in billing, they are out of the blue trying to collect $51 for a service that has not been active for over 6 months. A supervisor by the name of David is threatening calls from collection services over $51 that I can verify their service was not even connected...I will make sure that they will pay more than $51 in bad publicity!!!! Plus the other reason I switched to a better medical alert company called *** is that GreatCall does not have an emergency pendant/help button that will hold a battery charge for over 24 hours and *** easily beats that with a battery that lasts 4 YEARS!!! When I asked to be transferred to a supervisor, I was disconnected. When I called back to ask for someone with more seniority, David said that would be Kayla but he would not transfer over to her. So I am going to make sure that others are aware of my poor treatment and dissatisfaction with GreatCall.
Hi ***, thank you for bringing this to our attention. We see that someone has followed up with today. A review of your account shows that although we did not receive a request for cancellation, we have waived the closing balance on the account. We strive to provide a high level of customer service and we will use your feedback to better our customers experience.
My 87 year old father depends upon his Great Call phone. His handset screen broke and we were told that a new phone would go out the same day (4/5/2019) paying for expedited service. Called Great Call this morning (4/8/2019) and the replacement phone has not even shipped. Very poor follow thru for a company that is supposed to be responsive to the older market. I would not recommend this company.
We are sorry to hear of your experience and we apologize for any inconvenience this may have caused your father. All orders are processed through our distribution center and leave the facility on the next business day, after ordering. Expedited orders are processed and deliver in 1-3 business days. An order placed on Friday, would ship on the next business day, Monday and should deliver on Tuesday. We will review the call from Friday and provide any necessary coaching to our agent. We appreciate your feedback and have applied a credit of the shipping fee to your father’s account.
My 87 year old father depends upon his Great Call phone. His handset screen broke and we were told that a new phone would go out the same day (4/5/2019) paying for expedited service. Called Great Call this morning (4/8/2019) and the replacement phone has not even shipped. Very poor follow thru for a company that is supposed to be responsive to the older market. I would not recommend this company.
We are sorry to hear of your experience and we apologize for any inconvenience this may have caused your father. All orders are processed through our distribution center and leave the facility on the next business day, after ordering. Expedited orders are processed and deliver in 1-3 business days. An order placed on Friday, would ship on the next business day, Monday and should deliver on Tuesday. We will review the call from Friday and provide any necessary coaching to our agent. We appreciate your feedback and have applied a credit of the shipping fee to your father’s account.
I would have given this company a zero rating if I could. I purchased this phone for my 93 year old uncle to help him maintain the independence he so strongly desires, but to also keep him safe in the process. My family spent a couple hours with him until he was comfortable using it to complete the basic tasks of answering, hanging up, calling, etc. The only thing left to do was pair it to his car—he still drives and this was absolutely necessary. This is when everything went downhill.
We began the pairing process, received the code from his vehicle and entered it into the Jitterbug. When entered, the Jitterbug attempted to call it, as if it was a phone number! We tried several times, all with the same result! It would not pair. We thought that it possibly required something untraditional—we checked the manual and online but no instructions were provided. I called customer service, wondering if it was defective. I was told that they do not provide support for this feature. The agent could not even tell me if I was completing the correct steps to pair it! I was told that I needed to take it to a dealer at my expense and have them check to see if it was compatible with my uncle’s car. I promptly told them that they should not sell a product with features they cannot support and that I should not and would not do any such thing! I was ignored when I brought up the fact that it could be defective, and now in a raised, frustrated voice, the customer service agent repeated what I needed to do. I asked to speak to a manager.
The manager was kinder, and when I went through the process we completed to pair the phone to the car and asked if that was correct, I was told that she thought it was correct, but that they did not support that feature! I was so frustrated at that point that I simply requested a return. She provided me with return instructions, informed me that the shipping costs to return it would be my responsibility, and that I would also be charged a $10 restocking fee! At that point, I made my opinion very clear! This is a company that sells products to senior citizens! The flip Jitterbug is one product they sell that has bluetooth, but they offer no customer support when it does not work. Instead, they tell you to take the phone and your car to a dealer at your expense to check for compatibility. They do not even consider the possibility that their product could be defective. They do not offer a replacement phone to make sure it is not a defective phone. They accept the return but make it clear that it is at your own expense! They charge the customer a restocking fee for a phone that does not work!
I am appalled! I purchased this phone from Great Call, not in a third-party website or auction! They sell products with features they do not support! They assume the product is not defective! They should have offered a replacement. They should have paid for the return of the phone that did not work. Their customer service department should be informed and offer support for all features. If they are unable to do so, then they should not be selling the product in the first place! This entire ordeal caused my elderly uncle so much distress! Shame on you, Great Call!
Hello ***, we apologize for the experience you had with attempting to connect the Jitterbug phone to the vehicles Bluetooth. While we cannot guarantee the Jitterbug phone will work with every Bluetooth capable device, it does connect with most models. We do offer a Bluetooth device that is guaranteed to connect with the phone. A replacement phone would only be granted in the event there was a manufacture defect. GreatCall’s 30-day return policy, stated in our Terms and Conditions packaged with each phone and can also be found on our webpage ***, states for any reason within 30 days from date of purchase, you are not completely satisfied with your phone or device, we will refund the activation fee, the first month's service charge, the cost of the phone/device, plus applicable taxes, less the restocking fee, as long as you do not exceed 30 minutes of talk time. We apologize for any inconvenience this has caused.
I appreciate the information regarding your return policy; however, my rating pertains to the fact that your customer service department was ill-equipped to help me with the problem I encountered. I called for assistance, not to request a return. I was well aware of your return policy, but surely you must have a different procedure in place for defective merchandise!
My question to them regarding the possibility that the phone was defective was not even addressed. Had I been told that the response I received when I attempted to pair the phone to my uncle’s car indicated that there was a compatibility issue, I would have simply requested a return. The bluetooth you offer that would be compatible with the phone is not an option for him because of his hearing aids.
I also felt it was very inappropriate that the only solution I was offered was to take the phone to an outside dealer at my cost to have them check to see if it was compatible. Furthermore, the condescending tone that was used by the first agent was not appreciated and in my opinion, should not be your standard.
Hello, we are sorry to hear of your experience when calling and we appreciate your feedback. GreatCall strives to provide the highest level of Customer Service available. The Jitterbug Flip phone can connect to the Bluetooth we offer and therefor is not defective. We cannot guarantee the phone will work with every Bluetooth capable device. Our Customer Service may have suggested you seek assistance from the dealership to try and bypass the PIN number. Again, we apologize for any inconvenience this has caused.
I was told to visit a dealer to check for compatibility, not to attempt to bypass the pin number. You apologize but do not address the real problem—a rude agent and the lack of knowledge to provide product support. Instead of simply stating that the issues I experienced will be addressed to avoid problems like these in the future, you make excuses. I stand by my review.
I would have given this company a zero rating if I could. I purchased this phone for my 93 year old uncle to help him maintain the independence he so strongly desires, but to also keep him safe in the process. My family spent a couple hours with him until he was comfortable using it to complete the basic tasks of answering, hanging up, calling, etc. The only thing left to do was pair it to his car—he still drives and this was absolutely necessary. This is when everything went downhill.
We began the pairing process, received the code from his vehicle and entered it into the Jitterbug. When entered, the Jitterbug attempted to call it, as if it was a phone number! We tried several times, all with the same result! It would not pair. We thought that it possibly required something untraditional—we checked the manual and online but no instructions were provided. I called customer service, wondering if it was defective. I was told that they do not provide support for this feature. The agent could not even tell me if I was completing the correct steps to pair it! I was told that I needed to take it to a dealer at my expense and have them check to see if it was compatible with my uncle’s car. I promptly told them that they should not sell a product with features they cannot support and that I should not and would not do any such thing! I was ignored when I brought up the fact that it could be defective, and now in a raised, frustrated voice, the customer service agent repeated what I needed to do. I asked to speak to a manager.
The manager was kinder, and when I went through the process we completed to pair the phone to the car and asked if that was correct, I was told that she thought it was correct, but that they did not support that feature! I was so frustrated at that point that I simply requested a return. She provided me with return instructions, informed me that the shipping costs to return it would be my responsibility, and that I would also be charged a $10 restocking fee! At that point, I made my opinion very clear! This is a company that sells products to senior citizens! The flip Jitterbug is one product they sell that has bluetooth, but they offer no customer support when it does not work. Instead, they tell you to take the phone and your car to a dealer at your expense to check for compatibility. They do not even consider the possibility that their product could be defective. They do not offer a replacement phone to make sure it is not a defective phone. They accept the return but make it clear that it is at your own expense! They charge the customer a restocking fee for a phone that does not work!
I am appalled! I purchased this phone from Great Call, not in a third-party website or auction! They sell products with features they do not support! They assume the product is not defective! They should have offered a replacement. They should have paid for the return of the phone that did not work. Their customer service department should be informed and offer support for all features. If they are unable to do so, then they should not be selling the product in the first place! This entire ordeal caused my elderly uncle so much distress! Shame on you, Great Call!
Hello ***, we apologize for the experience you had with attempting to connect the Jitterbug phone to the vehicles Bluetooth. While we cannot guarantee the Jitterbug phone will work with every Bluetooth capable device, it does connect with most models. We do offer a Bluetooth device that is guaranteed to connect with the phone. A replacement phone would only be granted in the event there was a manufacture defect. GreatCall’s 30-day return policy, stated in our Terms and Conditions packaged with each phone and can also be found on our webpage ***, states for any reason within 30 days from date of purchase, you are not completely satisfied with your phone or device, we will refund the activation fee, the first month's service charge, the cost of the phone/device, plus applicable taxes, less the restocking fee, as long as you do not exceed 30 minutes of talk time. We apologize for any inconvenience this has caused.
I appreciate the information regarding your return policy; however, my rating pertains to the fact that your customer service department was ill-equipped to help me with the problem I encountered. I called for assistance, not to request a return. I was well aware of your return policy, but surely you must have a different procedure in place for defective merchandise!
My question to them regarding the possibility that the phone was defective was not even addressed. Had I been told that the response I received when I attempted to pair the phone to my uncle’s car indicated that there was a compatibility issue, I would have simply requested a return. The bluetooth you offer that would be compatible with the phone is not an option for him because of his hearing aids.
I also felt it was very inappropriate that the only solution I was offered was to take the phone to an outside dealer at my cost to have them check to see if it was compatible. Furthermore, the condescending tone that was used by the first agent was not appreciated and in my opinion, should not be your standard.
Hello, we are sorry to hear of your experience when calling and we appreciate your feedback. GreatCall strives to provide the highest level of Customer Service available. The Jitterbug Flip phone can connect to the Bluetooth we offer and therefor is not defective. We cannot guarantee the phone will work with every Bluetooth capable device. Our Customer Service may have suggested you seek assistance from the dealership to try and bypass the PIN number. Again, we apologize for any inconvenience this has caused.
I was told to visit a dealer to check for compatibility, not to attempt to bypass the pin number. You apologize but do not address the real problem—a rude agent and the lack of knowledge to provide product support. Instead of simply stating that the issues I experienced will be addressed to avoid problems like these in the future, you make excuses. I stand by my review.
The rating for Customer /Technical Support should be "No Stars" because they were very unprofessional and need more technical skills and people skills. My family members have been customers for years (Lively Mobile and Jitterbug Phone). One is visually impaired and has a new SmartPhone2 due to the fact that she lost her old Jitterbug phone was Greatcall would not restore service because they said it was an older model. So I was desperate for her to have a phone while in the nursing home. Knowing that there would be issues with a new phone and design from the previous phone to the new SmartPhone2.
On 3/14/19 called the Support line for assistance for my sister with a conference call after trying to figure out what the problem was and not being able to help her from my location. Explained the situation that my sister who is in a nursing home had trouble getting to a third-party app that I downloaded onto her phone called "Big Launcher". She couldn't see how to add the App back to the Home Screen.
After going thru 2 agents in the morning, and finally going to the nursing home to assist my sister, called the Support line again and got Travis on the phone, who was unprofessional, would not listen to the problem that my sister was having, all he heard was I was trying to get to a "third party" app and would not assist me nor transfer me to his supervisor. After 10 minutes of frustration, I called back again and was purposely put on hold for a long time because they could see my phone number in the que. Finally they had to answer and the next agent answered and eventually answered/resolved my issue on how to add the App to the Home Screen. I knew Travis was there because when I called and she answered the phone, she did not ask for the account name, number, the usual verification questions that you get when you call GreatCall. She didn't even ask for the Security Pin to verify that we were legit; so that is how I know that this agent, Travis was coaching this agent in the background.
What a shame that GreatCall doesn't have sensitivity training or customer service training that will enable their agents on how to deal with people with disabilities. My sister was frustrated and not happy with the way she was treated and as the caregiver who is sighted, neither was I happy with or satisfied with the way I was treated when trying to help a customer get an issue resolved.
You can be assured that I will not call them for any help going forward and unfortunately will be looking to get another carrier for my visually impaired sister. - *** & ***.
Hello Ms., we are sorry to hear about your recent experience when calling for support and we appreciate your feedback. GreatCall strives to provide the highest level of customer service possible. We are glad you were able to get a resolution for the reason for your call. We will review this situation to ensure all proper policies and procedures are being followed.
The rating for Customer /Technical Support should be "No Stars" because they were very unprofessional and need more technical skills and people skills. My family members have been customers for years (Lively Mobile and Jitterbug Phone). One is visually impaired and has a new SmartPhone2 due to the fact that she lost her old Jitterbug phone was Greatcall would not restore service because they said it was an older model. So I was desperate for her to have a phone while in the nursing home. Knowing that there would be issues with a new phone and design from the previous phone to the new SmartPhone2.
On 3/14/19 called the Support line for assistance for my sister with a conference call after trying to figure out what the problem was and not being able to help her from my location. Explained the situation that my sister who is in a nursing home had trouble getting to a third-party app that I downloaded onto her phone called "Big Launcher". She couldn't see how to add the App back to the Home Screen.
After going thru 2 agents in the morning, and finally going to the nursing home to assist my sister, called the Support line again and got Travis on the phone, who was unprofessional, would not listen to the problem that my sister was having, all he heard was I was trying to get to a "third party" app and would not assist me nor transfer me to his supervisor. After 10 minutes of frustration, I called back again and was purposely put on hold for a long time because they could see my phone number in the que. Finally they had to answer and the next agent answered and eventually answered/resolved my issue on how to add the App to the Home Screen. I knew Travis was there because when I called and she answered the phone, she did not ask for the account name, number, the usual verification questions that you get when you call GreatCall. She didn't even ask for the Security Pin to verify that we were legit; so that is how I know that this agent, Travis was coaching this agent in the background.
What a shame that GreatCall doesn't have sensitivity training or customer service training that will enable their agents on how to deal with people with disabilities. My sister was frustrated and not happy with the way she was treated and as the caregiver who is sighted, neither was I happy with or satisfied with the way I was treated when trying to help a customer get an issue resolved.
You can be assured that I will not call them for any help going forward and unfortunately will be looking to get another carrier for my visually impaired sister. - *** & ***.
Hello Ms., we are sorry to hear about your recent experience when calling for support and we appreciate your feedback. GreatCall strives to provide the highest level of customer service possible. We are glad you were able to get a resolution for the reason for your call. We will review this situation to ensure all proper policies and procedures are being followed.
My 89 year old mother had the service for awhile and it was ok. She moved in with me over two years ago and didn’t need the service any longer. Called in they said to send cancellation in writing. Over a year ago. They sent her another bill so we payed it and thought it was done. They must have turned the service back on and now are trying to collect on a service she has not used in over a year. Called today and they said we don’t take cancellations in the mail. I explained she would not pay any further and she got a little rude and said it would be placed into collections. I will be making proper complaints but they will not be getting a dime of her SS.
Hello Mr., we are sorry to hear about your recent experience and we appreciate your feedback. GreatCall strives to provide the highest quality service available. We would like to further assist you in this matter, can you please email us at *** with your account number, password, and a description of the issue.
My 89 year old mother had the service for awhile and it was ok. She moved in with me over two years ago and didn’t need the service any longer. Called in they said to send cancellation in writing. Over a year ago. They sent her another bill so we payed it and thought it was done. They must have turned the service back on and now are trying to collect on a service she has not used in over a year. Called today and they said we don’t take cancellations in the mail. I explained she would not pay any further and she got a little rude and said it would be placed into collections. I will be making proper complaints but they will not be getting a dime of her SS.
Hello Mr., we are sorry to hear about your recent experience and we appreciate your feedback. GreatCall strives to provide the highest quality service available. We would like to further assist you in this matter, can you please email us at *** with your account number, password, and a description of the issue.