Re: Customer Name_ Account ***_Revdex.com Complaint # *** To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug, this letter is submitted in response to
the above-referenced complaint*** *** *** requests that GreatCall refund her initial sales order outside of our standard day return period that is outlined in the Terms and Conditions provided with her phone’s original packagingWe appreciate the opportunity to respond to *** *** complaint and have completed an audit of her GreatCall accountOur records indicate that *** *** account was established with the direct purchase of a Jitterbug Touchsmartphone on 6/10/*** *** initial sales order consisted of the Jitterbug TouchSmartphone ($149.99); a one-time service activation fee ($35.00); a standard ground shipping fee ($10.00); and applicable sales tax/fees ($13.03)The initial sales order was processed using an *** *** card ending in the last four digits *** *** was advised to review the Terms and Conditions upon receiving the phone, to activate the phone immediately and that her first monthly billing would begin in approximately five days*** *** had no objections and completed the salePer USPS (United States Postal Service) tracking information (***), the package was delivered to *** *** mailbox on Saturday 6/13/On 6/22/2015, *** *** called our Customer Service by phone to question the monthly service charge processed against her *** *** card on 6/18/Our representative advised *** *** that at the time of the original sale she had agreed to automatic billingPer *** *** request, the automatic billing option was removed*** *** reported at this time that she had yet to unpack the phone to complete the activationOur representative advised *** *** that her account was active and billing and that she should activate the phone at her earliest convenienceAs a one-time courtesy our representative applied a credit of $towards *** *** next monthly service invoiceAs of this date, 6/22/2015, *** *** was fully aware that her account was open, active and billingFurthermore, *** *** understood that she should activate her phone at her earliest convenience as no further service charge adjustments would be offeredOn 8/3/2015, GreatCall Operations reviewed and responded to an email submitted by *** *** on 7/31/in which she requested a return authorization and return address for a refund of her purchaseOur representative replied to *** *** by email to advise her that her account has been cancelledOur representative advised *** *** by email that because she was outside of our day return period, no return could be authorized for a refundAs a courtesy, the monthly service charge of $was refunded to *** *** *** *** card on fileOn 8/4/2015, GreatCall received an email response from *** *** stating that she was not satisfied with our day return policy and again requested that we accept her phone return for a refundShe further stated that she had not activated the phone due to the fact that she had misplaced the phoneShe also asserted that GreatCall failed to port her existing service number from ***GreatCall regrets that *** *** did not proactively take the steps to complete the handset activation after speaking to our Representative on 6/22/and that at no time did she request the number porting for her existing *** service number through our Customer ServiceIn our email response to *** *** we stated that since she did not elect to use the phone, we would offer her a refund for the phone onlyThe one-time service activation fee, original shipping fee and applicable taxes would be retained since the request for a refund was received outside the day return period outlined in the Terms and Conditions*** *** was provided with the requested return authorization and returns address for the phone refund*** *** was advised that the refund offer was contingent upon the phone being returned in like new condition*** *** responded to our email stating that she did not accept this offer and would further complain through various channels such as the Revdex.comWe regret that *** *** has refused to accept our offer to issue a refund of $plus applicable sales taxThis offer still standsIf *** *** would like to be refunded the $plus applicable sales tax she should return the phone and all original components, in like new condition, to the returns address provided by email: GreatCall Returns RA# *** P.OBox San Diego, CARefunds are processed within business days of the product being received by GreatCallWe apologize for any inconvenience this situation may have caused and consider this matter resolved unless the Revdex.com has any further questions or requires additional information. If you have any further questions, please contact meBest Regards
Re: ** *** *** *** *** *** * ***
To Whom It May Concern:
On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint*** ** *** ***
disputes the balance on and the status of his GreatCall account
We appreciate the opportunity to respond to *** *** complaint and have completed a review of his GreatCall account
Our records indicate that *** *** established his GreatCall service on 3/16/On 8/17/2016, GreatCall received a port request from a new carrier trying to obtain *** *** mobile service number,*** ***, for activation and use with their serviceBecause all the relevant information required to release a service number was provided, we responded to the new carrier asking for confirmation that they have activated the number for useWhen the requesting carrier did not respond, GreatCall, as required by the Federal Communications Commission (FCC), *** *** account was left in its original active and billing status
Because we can confirm that there is no recorded usage after the failed port request, we have closed *** *** account and cleared the outstanding balance as a one-time courtesyAlthough we see no evidence that *** *** contacted our Customer Service for assistance with this issue, we want to assure him that had he called us to discuss the problem, our Customer Service would have addressed and resolved the issue
We apologize for any inconvenience this situation may have caused
Best Regards
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Grearcall was contacted by phone on 4/25/by *** *** and service was terminatedTherefore the months of May, June and July were charged erroneouslyThere has not been any usage of the services since the time of cancellation.Regards,*** ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,*** *** I returned the phone again and I insist it is not scratched or physically damaged, it just does not work!*** *
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*** *** *** is seeking a
credit for two months of service on two different accounts
We appreciate the opportunity to respond to *** *** complaint and have completed an audit of her GreatCall account
After review of the two accounts, our records show that *** *** called on 8/19/to cancel both accountsPer GreatCalls terms and conditions, we do not prorate the billing when canceling an accountBoth accounts for *** *** have a cycle date of the 17th, two days prior to the cancellation request
Due to there being no usage account #*** a credit has been applied to the account in the amount of $for the monthly service fee and a check refund has been requested in the amount of $19.28, the remaining credit on this account
Due to the minimal usage on account #*** a credit has been applied to the account in the amount of $for the monthly service fee and a check refund has been requested in the amount of cents, the remaining credit on this account
Both accounts have been canceled as of 8/24/
We apologize for any inconvenience this situation may have caused
Best Regards
Revdex.com:I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I refuse to accept the company's answer The phone is NOT easy to use! And, the phone is junk! I did not say the phone could not be used...I said the battery had to be removed and replaced in order to be used I cannot believe this is turning into such a fight! I will return the phone and I want my money returned If this is not resolved, I will take it up with American Express for faulty merchandise I wish to have the address for return
Regards,*** ***
Re: *** *** Account *** File *** To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the *** and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaintMr*** is seeking a refund GreatCall is awaiting Mr*** credit *** company chargeback dispute outcomeAs previously stated, we will accept the chargeback in full, and the conditional credit will become permanent We apologize for any inconvenience this situation may have caused Best Regards
Thank you for all your help and patience with this but obviously I'm unhappy with their response I know it's not a great deal of money but multiply that my how many customer they do this do and it becomes significant.I am unhappy with their response
Re: Customer Name_ Account ***_Revdex.com Complaint # *** To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint Ms***
*** has reported that she has cancelled her mother’s GreatCall account and is requesting a refund of the Service Activation Fee collected at the account was establishedShe also states that she would like to keep the phone for resale or gifting but was advised by a GreatCall Customer Service representative that she must return the phone to the retail vendor in order to qualify for a refundWe appreciate the opportunity to respond to her complaint and have completed an audit of her GreatCall account On 6/26/2015, Ms*** *** placed a call to GreatCall to request cancellation of the above referenced account and refunding of the Service Activation Fee collected at the time the account was establishedWe regret that during this call Ms*** was incorrectly advised that she must first return the phone to the retail vendorMr*** became so upset during this call that she ended the call with (hung up on) our representative before the cancellation could be processed and before Ms*** could be advised that a $restocking fee would be assessed against her refundable amount Upon reviewing the complaint issued through the Revdex.com we have disconnected Ms***’s accountFurthermore, because Ms*** was incorrectly advised that she must return the phone to the retail vendor we have issued a full refund for the Service Activation Fee of $to the credit/debit card used to process the paymentMs*** should expect the credit to post to her account within 3-business days after 7/2/ Ms*** can gift or resell the phone as she sees fitSince Ms*** has informed GreatCall of her intentions to gift or resell the phone we have taken the steps to de-provision the phone from her account so that it can be ready for activation by a new partyMs*** should power the phone on and press the following button sequence to factory reset the phone: Press #*** and then the YES button and leave the phone flipped openThis action will set the phone back to the activation mode and clear the call history, text history and any photos taken or received on the phoneOnce the activation screen is displayed on the phone, Ms*** should power the phone off and close the cover. We apologize for any inconvenience this situation may have caused and consider this matter resolved unless the Revdex.com has any further questions or requires additional information. If you have any further questions, please contact me*** Regards
Re: *** *** Account ***_Revdex.com Complaint # *** To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaintWe appreciate the opportunity
to respond to Ms*** complaint and have completed a review of her GreatCall accountOur records indicate that Ms*** established her GreatCall service on September 11, 2016, with the direct order of a Jitterbug Flip cell phoneThe initial order consisted of the Jitterbug Flip for $74.99, a one-time service activation fee of $and applicable taxes of $for a total of $which was collected from a MasterCard ending in ***On September 21, 2016; Ms*** ***, calling from phone number *** ***, contacted out Customer Service to initiate a service number transfer (port) request from her previous carrier Straight TalkThe phone number was released from Straight Talk and the porequest completed on September 22, Later that day; Ms*** ***, calling from phone number *** ***, was assisted by our Customer Service with restarting her Jitterbug Flip cell phoneOn October 1, and October 8, 2016; Ms*** *** followed up with our Customer Service, calling from phone number *** ***, to report that she was experiencing a problem with powering on her Jitterbug Flip cell phoneIn both cases, our Customer Service was able to assist Ms*** with restarting her phone and were able to confirm that Ms*** was able to make and receive callsOn November 6, 2016; *** ***, calling from phone number *** ***, reported that she was not satisfied with the performance of the Jitterbug Flip cell phone and our Customer Service placed an order for a Warranty Replacement phone to be shipped to the customerRegretfully, when Ms*** attempted to complete the final programming for activation of the replacement phone, she received an error referencing that the cell reception was not adequate to complete the activation process in the location where it was being attemptedOur Customer Service submitted an order to ship Ms*** a pre-activated Jitterbug Flip cell phoneOn November 10, 2016; *** ***, calling from phone number *** ***, advised our Customer Service that she did not want to wait for delivery of a replacement phone, wanted to close her account and transfer her service number to a new providerOur Customer Service correctly advised Ms*** that we would need to leave her service open and active so that the new provider could claim the number and approved a return for her Jitterbug Flip for refunding under an extension of our standard 30-Day return periodMs*** then ended the callBecause Ms*** clearly and definitively stated she intended to stop service by transferring (porting-out) her service number to a new provider, the replacement phone ordered on November 6, 2016, was cancelledOn November 14, 2016; Ms*** ***, calling from phone number *** ***, stated that she no longer wanted to end her service and was advised that she could purchase a Jitterbug Flip or Jitterbug Smart touchscreen phone from a local retailer for an immediate activation attemptAs a courtesy, Ms*** was provided with courtesy billing credits equal to $Such credit was to cover the expense of the original phone ordered and a Jitterbug Smart which she stated that she intended to purchase from a retail locationSuch courtesy credits are applicable to billing charges only and are not redeemable for any cash valueOn January 14, 2017; GreatCall received a port-out requestBecause the service number was released to the new carrier, Ms***’s GreatCall account was closedIn closing; GreatCall is unable to refund Ms*** for any phone(s) purchased at a retail location as such purchases are subject to the return policy from the store through which the phone was obtainedAdditionally, any monthly service charge payments are non-refundable as Ms*** used in excess of 2,talk time minutes during the four months of service with GreatCallAs a concession, we will refund Ms*** for the initial order of the Jitterbug Flip from September 11, A refund of $will be issued to the MasterCard ending in *** from which the funds were originally collected We apologize for any inconvenience this situation may have causedBest Regards
Revdex.com:I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Great Call's customer service caused additional shipping costs to me*** charged extra fees over the actual package shipping cost because Great Call provided me a PO box number for the RMA rather than the physical addressThose extra fees were to track down the actual business locationGreat Call stating that shipping costs are not their issue is incorrectThe unwillingness to provide a modest credit for the cost of their own error is indicative of a poor customer service model
Regards,*** ***
Re: *** ***_ Account ***_Revdex.com Complaint # *** To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaintWe have reviewed the additional comments made by Mr***On one occasion, in December 2016, Mr*** contacted our Customer Service and stated that he believed his phone was self-dialing, causing him to incur overages on his most recent billOur Customer Service was unable to confirm the validity of this claim and Mr*** was unable to provide example of a specific instance of his phone self-dialing and connecting to another partyOur Customer Service offered a service credit of $towards his overage fees and advised him that we could send a printed record of his usage so that specific calls could be disputedMr*** accepted the credit and did not report any further instances of such behaviorAs such, the closing balance of $92.50, incurred for exceeding the talk-time limit of the monthly service plan selected, has been determined to be due and payableA detailed usage report for all phone calls made and received to and from Mr*** Jitterbug Touchsmartphone during the billing period of April 11, and May 10, 2017, during which the above referenced overages were incurred, has been mailed to the billing address on record for his reviewWe apologize for any inconvenience this situation may have causedBest Regards
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 complaintMs*** *** ***, a credit card contact is seeking a refund.We appreciate the opportunity to respond
to Ms*** complaint and have completed an audit of Mr***’s GreatCall account. Mr***’s account was established on 12/7/2017, with the direct purchase of a Jitterbug Flip cell phoneThe cost of $132.86, included the phone for $74.99, a $shipping, the $activation fee and $for applicable taxesThe order was paid for by Ms*** with a *** card ending in ***The phone delivered and was activated on 12/17/2017. On 12/20/2017, Mr*** called to make sure his phone was activated and we advised that it was. Ms*** called on 2/5/2018, to advise that the phone was not receiving callsWe assisted with voice mail and advised of speed dialMs*** called again on 2/14/2018, regarding calls going straight to voice mailWe advised that the phone is most likely powered off. On 2/14/2018, GreatCall received the Jitterbug Flip phoneWe attempted to reach Mr*** on 2/15/2018, to find out why it was returned, but we were unable to connect with himThe account was set to disconnect on the next billing cycle date of 3/11/to avoid any further billing and a request for a refund was processed. Although it is beyond GreatCall’s 30-day policy, since the phone was returned to GreatCall, we will process a refund for the cost of the phone, back to the *** ending in ***Due to usage, total minutes, no other further refund is due. GreatCall’s 30-day return policy can be found in the user guide, packaged with the phone and can be viewed at our webpage, https://www.greatcall.com/legal/guarantee, states; that the activation fee and the monthly service fee, will be refunded if less than minutes has been usedAdditionally, that the refund will process within business days after receipt of the phoneThe 21st business day will be 3/15/2018. We apologize for any inconvenience this situation may have caused.Best Regards
Re: JI* *** *** *** *** ***
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 complaintMr*** *** has supplied additional feedback regarding his complaint
As previously stated; GreatCall is unable to refund charges that were not originally collected by GreatCallHad *** *** contacted GreatCall for a physical address or used the United States Postal Service to return the handset to the P.OBox provided, then no additional expenses above the return shipping charges would have been incurredAdditionally, since *** *** account is now closed, we are unable to provide credit to his service for the additional expenses incurred at the time of the return
We apologize for any inconvenience this situation may have caused
Best Regards
Revdex.com:I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,*** *** Saturday June 25th I received my final bill from your company .There were no additional service costsThe plans usage dates between May 20th through June 19th ,a day period , with the services ending on June 1st , leaves a difference of daysThe days were paid for , but services were not rendered by Greatcall companyMy proposal that a refund is due meThe payment was $, divided by days, times days would equal a refund of this would be a fair and a good business practice to refund money to a consumer when services were not rendered for those days
Thank you
*** ***
Re:*** *** *** *** *** ***
To Whom It May Concern:
On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint*** *** *** has reported that he was unable to
complete the activation of a replacement Jitterbughandset
We appreciate the opportunity to respond to *** *** complaint and have completed a review of his GreatCall account
Our records show that *** *** Jitterbug was unable to complete the activation setup due to a larger network error that required further investigation by our carrier partner and was not the result of the original phone being powered onGreatCall has identified and resolved the network issue and a pre-activated Jitterbugcell phone is being shipped to *** *** at *** *** *** *** *** *** ** *** as requested on 5/18/The UPS tracking number for the shipment is ***
We apologize for any inconvenience this situation may have caused
Best Regards
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Re: *** ***_ Account ***_Revdex.com Complaint # ***To Whom It May Concern:On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint*** *** *** is seeking a refund
We appreciate the opportunity to respond to *** *** complaint and have completed a review of her GreatCall account. GreatCall has evaluated *** *** Jitterbug Flip phone three different times by three and each time it was deemed “C” stock condition, there were deep scratches on the screen making it less than “like new”
Per GreatCalls Terms and Conditions, a phone can be return for refund within days of purchase but it must be in “like new” condition Since *** *** phone was not in “like new” condition, no refund is due
GreatCall’s 30-Day Return Policy can be reviewed in the Terms and Conditions section of the User Guide enclosed with the Jitterbug cell phone and on our website, https://www.greatcall.com/legal/guarantee.We apologize for any inconvenience this situation may have causedBest Regards
Re: *** *** Account *** File ***To Whom It May Concern:On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaintMr*** is seeking a refund.GreatCall processes all refunds in the order that they are receivedAs previously stated, Mr***’s refund will process on or before 12/19/This is within the 21-business day expectation as stated in the GreatCall 30-day return policy. We apologize for any inconvenience this situation may have caused.Best Regards
Re: *** *** *** *** *** ***
To Whom It May Concern:
On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint*** *** *** has submitted a complaint
regarding the setup of her GreatCall service
We appreciate the opportunity to respond to *** *** complaint and have completed an audit of her GreatCall account
Our records show that *** *** account was established on 11/28/with the direct order of a Jitterbug TouchsmartphoneGreatCall can confirm the phone was successfully activated and that the first recorded usage was an incoming phone call on 12/3/Later on this day, *** *** called our Customer Service to request that a phone number be transferred from her previous carrier to GreatCall for use on her Jitterbug TouchsmartphoneAt that time, GreatCall was unable to submit the request to transfer the phone number because *** *** was unable to provide the required information needed to submit such request to the previous carrier
On 1/7/2015, a GreatCall representative contacted *** *** by phone to advise her that her account was past due because no monthly service payments had been made since the account was opened*** *** did not pay her balance at this timeFurther attempts to collect the outstanding balance on the account were unsuccessful
On 3/3/2015, *** *** account was closed for non-payment with a balance of $The closing balance represents three months of serviceIn each of these three months, there is recorded phone and data usageAs of 4/3/2015, *** *** account was referred to collections and the aforementioned balance is considered to be due and payable
Should *** *** wish to re-instate her GreatCall Service, she would first be required to pay her outstanding balanceOnce the balance is satisfied, GreatCall can reset her Jitterbug Touchsmartphone for activation of new service*** *** would be required to pay a new service activation fee of $plus taxPayment and reactivation of service can be completed by calling our Customer Service at *** between 5am and 9pm pacific time
We apologize for any inconvenience this situation may have caused
Best Regards
Re: Customer Name_ Account ***_Revdex.com Complaint # *** To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug, this letter is submitted in response to
the above-referenced complaint*** *** *** requests that GreatCall refund her initial sales order outside of our standard day return period that is outlined in the Terms and Conditions provided with her phone’s original packagingWe appreciate the opportunity to respond to *** *** complaint and have completed an audit of her GreatCall accountOur records indicate that *** *** account was established with the direct purchase of a Jitterbug Touchsmartphone on 6/10/*** *** initial sales order consisted of the Jitterbug TouchSmartphone ($149.99); a one-time service activation fee ($35.00); a standard ground shipping fee ($10.00); and applicable sales tax/fees ($13.03)The initial sales order was processed using an *** *** card ending in the last four digits *** *** was advised to review the Terms and Conditions upon receiving the phone, to activate the phone immediately and that her first monthly billing would begin in approximately five days*** *** had no objections and completed the salePer USPS (United States Postal Service) tracking information (***), the package was delivered to *** *** mailbox on Saturday 6/13/On 6/22/2015, *** *** called our Customer Service by phone to question the monthly service charge processed against her *** *** card on 6/18/Our representative advised *** *** that at the time of the original sale she had agreed to automatic billingPer *** *** request, the automatic billing option was removed*** *** reported at this time that she had yet to unpack the phone to complete the activationOur representative advised *** *** that her account was active and billing and that she should activate the phone at her earliest convenienceAs a one-time courtesy our representative applied a credit of $towards *** *** next monthly service invoiceAs of this date, 6/22/2015, *** *** was fully aware that her account was open, active and billingFurthermore, *** *** understood that she should activate her phone at her earliest convenience as no further service charge adjustments would be offeredOn 8/3/2015, GreatCall Operations reviewed and responded to an email submitted by *** *** on 7/31/in which she requested a return authorization and return address for a refund of her purchaseOur representative replied to *** *** by email to advise her that her account has been cancelledOur representative advised *** *** by email that because she was outside of our day return period, no return could be authorized for a refundAs a courtesy, the monthly service charge of $was refunded to *** *** *** *** card on fileOn 8/4/2015, GreatCall received an email response from *** *** stating that she was not satisfied with our day return policy and again requested that we accept her phone return for a refundShe further stated that she had not activated the phone due to the fact that she had misplaced the phoneShe also asserted that GreatCall failed to port her existing service number from ***GreatCall regrets that *** *** did not proactively take the steps to complete the handset activation after speaking to our Representative on 6/22/and that at no time did she request the number porting for her existing *** service number through our Customer ServiceIn our email response to *** *** we stated that since she did not elect to use the phone, we would offer her a refund for the phone onlyThe one-time service activation fee, original shipping fee and applicable taxes would be retained since the request for a refund was received outside the day return period outlined in the Terms and Conditions*** *** was provided with the requested return authorization and returns address for the phone refund*** *** was advised that the refund offer was contingent upon the phone being returned in like new condition*** *** responded to our email stating that she did not accept this offer and would further complain through various channels such as the Revdex.comWe regret that *** *** has refused to accept our offer to issue a refund of $plus applicable sales taxThis offer still standsIf *** *** would like to be refunded the $plus applicable sales tax she should return the phone and all original components, in like new condition, to the returns address provided by email: GreatCall Returns RA# *** P.OBox San Diego, CARefunds are processed within business days of the product being received by GreatCallWe apologize for any inconvenience this situation may have caused and consider this matter resolved unless the Revdex.com has any further questions or requires additional information. If you have any further questions, please contact meBest Regards
Re: ** *** *** *** *** *** * ***
To Whom It May Concern:
On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint*** ** *** ***
disputes the balance on and the status of his GreatCall account
We appreciate the opportunity to respond to *** *** complaint and have completed a review of his GreatCall account
Our records indicate that *** *** established his GreatCall service on 3/16/On 8/17/2016, GreatCall received a port request from a new carrier trying to obtain *** *** mobile service number,*** ***, for activation and use with their serviceBecause all the relevant information required to release a service number was provided, we responded to the new carrier asking for confirmation that they have activated the number for useWhen the requesting carrier did not respond, GreatCall, as required by the Federal Communications Commission (FCC), *** *** account was left in its original active and billing status
Because we can confirm that there is no recorded usage after the failed port request, we have closed *** *** account and cleared the outstanding balance as a one-time courtesyAlthough we see no evidence that *** *** contacted our Customer Service for assistance with this issue, we want to assure him that had he called us to discuss the problem, our Customer Service would have addressed and resolved the issue
We apologize for any inconvenience this situation may have caused
Best Regards
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Grearcall was contacted by phone on 4/25/by *** *** and service was terminatedTherefore the months of May, June and July were charged erroneouslyThere has not been any usage of the services since the time of cancellation.Regards,*** ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,*** *** I returned the phone again and I insist it is not scratched or physically damaged, it just does not work!*** *
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*** *** *** is seeking a
credit for two months of service on two different accounts
We appreciate the opportunity to respond to *** *** complaint and have completed an audit of her GreatCall account
After review of the two accounts, our records show that *** *** called on 8/19/to cancel both accountsPer GreatCalls terms and conditions, we do not prorate the billing when canceling an accountBoth accounts for *** *** have a cycle date of the 17th, two days prior to the cancellation request
Due to there being no usage account #*** a credit has been applied to the account in the amount of $for the monthly service fee and a check refund has been requested in the amount of $19.28, the remaining credit on this account
Due to the minimal usage on account #*** a credit has been applied to the account in the amount of $for the monthly service fee and a check refund has been requested in the amount of cents, the remaining credit on this account
Both accounts have been canceled as of 8/24/
We apologize for any inconvenience this situation may have caused
Best Regards
Revdex.com:I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I refuse to accept the company's answer The phone is NOT easy to use! And, the phone is junk! I did not say the phone could not be used...I said the battery had to be removed and replaced in order to be used I cannot believe this is turning into such a fight! I will return the phone and I want my money returned If this is not resolved, I will take it up with American Express for faulty merchandise I wish to have the address for return
Regards,*** ***
Re: *** *** Account *** File *** To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the *** and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaintMr*** is seeking a refund GreatCall is awaiting Mr*** credit *** company chargeback dispute outcomeAs previously stated, we will accept the chargeback in full, and the conditional credit will become permanent We apologize for any inconvenience this situation may have caused Best Regards
Thank you for all your help and patience with this but obviously I'm unhappy with their response I know it's not a great deal of money but multiply that my how many customer they do this do and it becomes significant.I am unhappy with their response
Re: Customer Name_ Account ***_Revdex.com Complaint # *** To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint Ms***
*** has reported that she has cancelled her mother’s GreatCall account and is requesting a refund of the Service Activation Fee collected at the account was establishedShe also states that she would like to keep the phone for resale or gifting but was advised by a GreatCall Customer Service representative that she must return the phone to the retail vendor in order to qualify for a refundWe appreciate the opportunity to respond to her complaint and have completed an audit of her GreatCall account On 6/26/2015, Ms*** *** placed a call to GreatCall to request cancellation of the above referenced account and refunding of the Service Activation Fee collected at the time the account was establishedWe regret that during this call Ms*** was incorrectly advised that she must first return the phone to the retail vendorMr*** became so upset during this call that she ended the call with (hung up on) our representative before the cancellation could be processed and before Ms*** could be advised that a $restocking fee would be assessed against her refundable amount Upon reviewing the complaint issued through the Revdex.com we have disconnected Ms***’s accountFurthermore, because Ms*** was incorrectly advised that she must return the phone to the retail vendor we have issued a full refund for the Service Activation Fee of $to the credit/debit card used to process the paymentMs*** should expect the credit to post to her account within 3-business days after 7/2/ Ms*** can gift or resell the phone as she sees fitSince Ms*** has informed GreatCall of her intentions to gift or resell the phone we have taken the steps to de-provision the phone from her account so that it can be ready for activation by a new partyMs*** should power the phone on and press the following button sequence to factory reset the phone: Press #*** and then the YES button and leave the phone flipped openThis action will set the phone back to the activation mode and clear the call history, text history and any photos taken or received on the phoneOnce the activation screen is displayed on the phone, Ms*** should power the phone off and close the cover. We apologize for any inconvenience this situation may have caused and consider this matter resolved unless the Revdex.com has any further questions or requires additional information. If you have any further questions, please contact me*** Regards
Re: *** *** Account ***_Revdex.com Complaint # *** To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaintWe appreciate the opportunity
to respond to Ms*** complaint and have completed a review of her GreatCall accountOur records indicate that Ms*** established her GreatCall service on September 11, 2016, with the direct order of a Jitterbug Flip cell phoneThe initial order consisted of the Jitterbug Flip for $74.99, a one-time service activation fee of $and applicable taxes of $for a total of $which was collected from a MasterCard ending in ***On September 21, 2016; Ms*** ***, calling from phone number *** ***, contacted out Customer Service to initiate a service number transfer (port) request from her previous carrier Straight TalkThe phone number was released from Straight Talk and the porequest completed on September 22, Later that day; Ms*** ***, calling from phone number *** ***, was assisted by our Customer Service with restarting her Jitterbug Flip cell phoneOn October 1, and October 8, 2016; Ms*** *** followed up with our Customer Service, calling from phone number *** ***, to report that she was experiencing a problem with powering on her Jitterbug Flip cell phoneIn both cases, our Customer Service was able to assist Ms*** with restarting her phone and were able to confirm that Ms*** was able to make and receive callsOn November 6, 2016; *** ***, calling from phone number *** ***, reported that she was not satisfied with the performance of the Jitterbug Flip cell phone and our Customer Service placed an order for a Warranty Replacement phone to be shipped to the customerRegretfully, when Ms*** attempted to complete the final programming for activation of the replacement phone, she received an error referencing that the cell reception was not adequate to complete the activation process in the location where it was being attemptedOur Customer Service submitted an order to ship Ms*** a pre-activated Jitterbug Flip cell phoneOn November 10, 2016; *** ***, calling from phone number *** ***, advised our Customer Service that she did not want to wait for delivery of a replacement phone, wanted to close her account and transfer her service number to a new providerOur Customer Service correctly advised Ms*** that we would need to leave her service open and active so that the new provider could claim the number and approved a return for her Jitterbug Flip for refunding under an extension of our standard 30-Day return periodMs*** then ended the callBecause Ms*** clearly and definitively stated she intended to stop service by transferring (porting-out) her service number to a new provider, the replacement phone ordered on November 6, 2016, was cancelledOn November 14, 2016; Ms*** ***, calling from phone number *** ***, stated that she no longer wanted to end her service and was advised that she could purchase a Jitterbug Flip or Jitterbug Smart touchscreen phone from a local retailer for an immediate activation attemptAs a courtesy, Ms*** was provided with courtesy billing credits equal to $Such credit was to cover the expense of the original phone ordered and a Jitterbug Smart which she stated that she intended to purchase from a retail locationSuch courtesy credits are applicable to billing charges only and are not redeemable for any cash valueOn January 14, 2017; GreatCall received a port-out requestBecause the service number was released to the new carrier, Ms***’s GreatCall account was closedIn closing; GreatCall is unable to refund Ms*** for any phone(s) purchased at a retail location as such purchases are subject to the return policy from the store through which the phone was obtainedAdditionally, any monthly service charge payments are non-refundable as Ms*** used in excess of 2,talk time minutes during the four months of service with GreatCallAs a concession, we will refund Ms*** for the initial order of the Jitterbug Flip from September 11, A refund of $will be issued to the MasterCard ending in *** from which the funds were originally collected We apologize for any inconvenience this situation may have causedBest Regards
Revdex.com:I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Great Call's customer service caused additional shipping costs to me*** charged extra fees over the actual package shipping cost because Great Call provided me a PO box number for the RMA rather than the physical addressThose extra fees were to track down the actual business locationGreat Call stating that shipping costs are not their issue is incorrectThe unwillingness to provide a modest credit for the cost of their own error is indicative of a poor customer service model
Regards,*** ***
Re: *** ***_ Account ***_Revdex.com Complaint # *** To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaintWe have reviewed the additional comments made by Mr***On one occasion, in December 2016, Mr*** contacted our Customer Service and stated that he believed his phone was self-dialing, causing him to incur overages on his most recent billOur Customer Service was unable to confirm the validity of this claim and Mr*** was unable to provide example of a specific instance of his phone self-dialing and connecting to another partyOur Customer Service offered a service credit of $towards his overage fees and advised him that we could send a printed record of his usage so that specific calls could be disputedMr*** accepted the credit and did not report any further instances of such behaviorAs such, the closing balance of $92.50, incurred for exceeding the talk-time limit of the monthly service plan selected, has been determined to be due and payableA detailed usage report for all phone calls made and received to and from Mr*** Jitterbug Touchsmartphone during the billing period of April 11, and May 10, 2017, during which the above referenced overages were incurred, has been mailed to the billing address on record for his reviewWe apologize for any inconvenience this situation may have causedBest Regards
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 complaintMs*** *** ***, a credit card contact is seeking a refund.We appreciate the opportunity to respond
to Ms*** complaint and have completed an audit of Mr***’s GreatCall account. Mr***’s account was established on 12/7/2017, with the direct purchase of a Jitterbug Flip cell phoneThe cost of $132.86, included the phone for $74.99, a $shipping, the $activation fee and $for applicable taxesThe order was paid for by Ms*** with a *** card ending in ***The phone delivered and was activated on 12/17/2017. On 12/20/2017, Mr*** called to make sure his phone was activated and we advised that it was. Ms*** called on 2/5/2018, to advise that the phone was not receiving callsWe assisted with voice mail and advised of speed dialMs*** called again on 2/14/2018, regarding calls going straight to voice mailWe advised that the phone is most likely powered off. On 2/14/2018, GreatCall received the Jitterbug Flip phoneWe attempted to reach Mr*** on 2/15/2018, to find out why it was returned, but we were unable to connect with himThe account was set to disconnect on the next billing cycle date of 3/11/to avoid any further billing and a request for a refund was processed. Although it is beyond GreatCall’s 30-day policy, since the phone was returned to GreatCall, we will process a refund for the cost of the phone, back to the *** ending in ***Due to usage, total minutes, no other further refund is due. GreatCall’s 30-day return policy can be found in the user guide, packaged with the phone and can be viewed at our webpage, https://www.greatcall.com/legal/guarantee, states; that the activation fee and the monthly service fee, will be refunded if less than minutes has been usedAdditionally, that the refund will process within business days after receipt of the phoneThe 21st business day will be 3/15/2018. We apologize for any inconvenience this situation may have caused.Best Regards
Re: JI* *** *** *** *** ***
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 complaintMr*** *** has supplied additional feedback regarding his complaint
As previously stated; GreatCall is unable to refund charges that were not originally collected by GreatCallHad *** *** contacted GreatCall for a physical address or used the United States Postal Service to return the handset to the P.OBox provided, then no additional expenses above the return shipping charges would have been incurredAdditionally, since *** *** account is now closed, we are unable to provide credit to his service for the additional expenses incurred at the time of the return
We apologize for any inconvenience this situation may have caused
Best Regards
Revdex.com:I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,*** *** Saturday June 25th I received my final bill from your company .There were no additional service costsThe plans usage dates between May 20th through June 19th ,a day period , with the services ending on June 1st , leaves a difference of daysThe days were paid for , but services were not rendered by Greatcall companyMy proposal that a refund is due meThe payment was $, divided by days, times days would equal a refund of this would be a fair and a good business practice to refund money to a consumer when services were not rendered for those days
Thank you
*** ***
Re:*** *** *** *** *** ***
To Whom It May Concern:
On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint*** *** *** has reported that he was unable to
complete the activation of a replacement Jitterbughandset
We appreciate the opportunity to respond to *** *** complaint and have completed a review of his GreatCall account
Our records show that *** *** Jitterbug was unable to complete the activation setup due to a larger network error that required further investigation by our carrier partner and was not the result of the original phone being powered onGreatCall has identified and resolved the network issue and a pre-activated Jitterbugcell phone is being shipped to *** *** at *** *** *** *** *** *** ** *** as requested on 5/18/The UPS tracking number for the shipment is ***
We apologize for any inconvenience this situation may have caused
Best Regards
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Re: *** ***_ Account ***_Revdex.com Complaint # ***To Whom It May Concern:On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint*** *** *** is seeking a refund
We appreciate the opportunity to respond to *** *** complaint and have completed a review of her GreatCall account. GreatCall has evaluated *** *** Jitterbug Flip phone three different times by three and each time it was deemed “C” stock condition, there were deep scratches on the screen making it less than “like new”
Per GreatCalls Terms and Conditions, a phone can be return for refund within days of purchase but it must be in “like new” condition Since *** *** phone was not in “like new” condition, no refund is due
GreatCall’s 30-Day Return Policy can be reviewed in the Terms and Conditions section of the User Guide enclosed with the Jitterbug cell phone and on our website, https://www.greatcall.com/legal/guarantee.We apologize for any inconvenience this situation may have causedBest Regards
Re: *** *** Account *** File ***To Whom It May Concern:On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaintMr*** is seeking a refund.GreatCall processes all refunds in the order that they are receivedAs previously stated, Mr***’s refund will process on or before 12/19/This is within the 21-business day expectation as stated in the GreatCall 30-day return policy. We apologize for any inconvenience this situation may have caused.Best Regards
Re: *** *** *** *** *** ***
To Whom It May Concern:
On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint*** *** *** has submitted a complaint
regarding the setup of her GreatCall service
We appreciate the opportunity to respond to *** *** complaint and have completed an audit of her GreatCall account
Our records show that *** *** account was established on 11/28/with the direct order of a Jitterbug TouchsmartphoneGreatCall can confirm the phone was successfully activated and that the first recorded usage was an incoming phone call on 12/3/Later on this day, *** *** called our Customer Service to request that a phone number be transferred from her previous carrier to GreatCall for use on her Jitterbug TouchsmartphoneAt that time, GreatCall was unable to submit the request to transfer the phone number because *** *** was unable to provide the required information needed to submit such request to the previous carrier
On 1/7/2015, a GreatCall representative contacted *** *** by phone to advise her that her account was past due because no monthly service payments had been made since the account was opened*** *** did not pay her balance at this timeFurther attempts to collect the outstanding balance on the account were unsuccessful
On 3/3/2015, *** *** account was closed for non-payment with a balance of $The closing balance represents three months of serviceIn each of these three months, there is recorded phone and data usageAs of 4/3/2015, *** *** account was referred to collections and the aforementioned balance is considered to be due and payable
Should *** *** wish to re-instate her GreatCall Service, she would first be required to pay her outstanding balanceOnce the balance is satisfied, GreatCall can reset her Jitterbug Touchsmartphone for activation of new service*** *** would be required to pay a new service activation fee of $plus taxPayment and reactivation of service can be completed by calling our Customer Service at *** between 5am and 9pm pacific time
We apologize for any inconvenience this situation may have caused
Best Regards