Re: [redacted]
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. [redacted] has expressed his dissatisfaction...
with problems encountered during the course of setting up his GreatCall service and activating his Jitterbug Flip handsets.
We appreciate the opportunity to respond to [redacted] complaint and have completed a review of his GreatCall account.
Our records show that [redacted] established his account on 5/4/2016 with the direct purchase of two Jitterbug Flip cell phones. After encountering a problem with the activation of the Jitterbug Flip phones, replacement phones were issued at no charge and GreatCall exercised due diligence to resolve any outstanding issues with the setup of [redacted] services. Regretfully, on 5/24/2016, [redacted] cancelled his account and was provided the appropriate return information.
We apologize for any inconvenience this situation may have caused.
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. [redacted] is requesting...
reimbursement for return shipping charges incurred as a result of returning his Jitterbug5 cell phone under our 30 day return policy.
We appreciate the opportunity to respond to [redacted] complaint and have completed a review of his GreatCall account.
Our records show that [redacted] account was established on 6/4/2015 with the direct order of a Jitterbug5 cell phone. On 6/12/2015, [redacted] placed a call to our Customer Service to report that he did not authorize automatic billing on his account. During this call, [redacted] also stated that he was offered free accessories at the time of his order and that these accessories were not included with his phone package. Prior to our representative being able to send the additional items at no charge, [redacted] ended the call by hanging up.
Although our representative called him back to offer the accessories at no charge and resolve the complaint, [redacted] again elected to end the conversation by hanging up with the representative. On 6/13/2015, [redacted] placed another call to our Customer Service to request cancellation and be provided the returns address. During this call, [redacted] expressed that he did not want any assistance; he just wanted to return the phone. Our representative closed his account and provided the returns address.
Under our 30 day return policy, the customer is responsible to return the product at their expense and therefore we cannot reimburse him for charges that were not collected by GreatCall.
Additionally, under our 30 day return policy; the original $10.00 shipping charge, a $10.00 restocking fee and applicable taxes are retained from the initial order. Because [redacted] disputed the purchase with his credit card issuer, he was provided a full refund of his initial order. GreatCall billed [redacted] for the aforementioned shipping and restocking fees and when the fees went unpaid, [redacted] account was referred to collections. As a courtesy, we will waive the shipping and restocking fees. [redacted] account will be removed from collections.
We apologize for any inconvenience this situation may have caused.
Best 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 complaint. [redacted] has submitted additional comments regarding her complaint.
We appreciate the opportunity to review these comments.
[redacted] should be advised that the Touch3 smartphone can be referred to as either the “Jitterbug Touch3” or simply the “Touch3;” although the branding of the handset changed, we are referring to the same model handset. [redacted] can confirm by reviewing the serial numbers printed on the box and that can also be found beneath the battery in the well of the phone. The serial numbers, which appear in two formats, are as follows: [redacted] and [redacted]
GreatCall reminds [redacted] that should she wish to reinstate service, she would first need to satisfy the outstanding account balance for the services rendered between 12/4/2014 and 3/3/2015.
GreatCall exercised due diligence in trying to reach [redacted] between January and July of 2015 to discuss her account balance and on the occasions in which we made contact with her by phone, she did not wish to resolve her our outstanding balance. Additionally, several letters were mailed to the billing address on file asking [redacted] to please contact us for a resolution.
We apologize for any inconvenience this situation may have caused.
Best 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 complaint. [redacted] has reported that...
her credit or debit card has been used without her permission.
We appreciate the opportunity to respond to [redacted] complaint and have completed a review of her GreatCall account.
Our records show that the account was established on 5/18/2016 with the activation of GreatCall Splash medical alert device that was purchased from a local [redacted] store. The individual that setup the account on our website, [redacted] provided the name [redacted] as the user of the device and the party responsible for billing. The home address provided for [redacted] was [redacted]. Additionally, during the online setup, the name of [redacted] was provided a party authorized to act on [redacted] behalf. The initial service activation fee of $35.00 plus tax, totaling $39.24, was charged to a [redacted] card ending in [redacted].
After the activation was submitted online, [redacted] placed a call to our Customer Service for assistance with activating the device. At that time, [redacted] was unable to complete the final programming of the device. [redacted] was then connected with our Technical Support, who offered to send a replacement device. [redacted] declined the replacement and stated that she would seek a replacement at the retail location and then call us back so that the new device could be setup on the service established with the online request.
Regretfully, we did not hear back from [redacted] until 8/24/2016. On 8/24/2016, per [redacted] request, the account was closed. Prior to our Customer Service being able to address the account status or any refunds due, [redacted] ended the conversation and our representative was forced to move on to the next call.
Because the GreatCall Splash device that was originally purchased at the retail location was not fully activated, we have refunded the monthly service charges collected in June, July and August of this year. Additionally, the service activation fee collected on 5/18/2016 has been refunded. The refunds should post to [redacted] account within the next 10 business days.
GreatCall recommends that [redacted] advises her friends, family and associates to not use her credit or debit cards without her direct consultation and approval. Should [redacted] feel that her credit or debit card has been otherwise compromised or used fraudulently, we suggest that she takes the necessary steps to contact the financial institution that issued the card for support.
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 [redacted], 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.
I thank you for the refund, and sorry It took multiple written conversations, however I'm not making my decision on ONE event, yet many events that seem to be written on many different mode of communication, and I say that a system that does not use a redundant system is dangerous, but we will have to agree to disagree and I'm sure my one status and my opinion makes no difference to a company this large. But i'm sure they know the statement let your concussion be your guide. I would have wished they would have taken my comments serious on the handling of emergency calls and I'm sure my 30 plus years of Emergency serevice is of no interest to them. AGAIN, thank you for the refund and I wish the company luck in there service to the population of seniors that deserve nothing but the best.
Great Call 5 Star thank you for my refund I appreciate it,. and be well.
Regards,
[redacted]
Re: [redacted]
To Whom It May Concern:
[redacted] has rejected our previous response and followed up with our Customer Service by phone. Our Customer Service has refunded, as a one-time courtesy, two months of the service. The refunds will post to the credit card or debit card on file within three to five business days.
We apologize for any inconvenience this situation may have caused and consider this matter resolved.
Re: [redacted]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. [redacted] is seeking a credit of $60.00.
We...
appreciate the opportunity to respond to [redacted] ‘complaint and have completed an audit of his GreatCall account.
Our records show that [redacted] established his account on 4/30/2011 with the direct purchase of a Jitterbug J phone. [redacted] choose the Premium 39 plan that offered 400 anytime minutes and unlimited nights and weekends.
GreatCall will periodically change our rate plans to better fit our customer’s needs. For privacy and security, GreatCall cannot make changes to an account without permission from the customer and as such we do not automatically update the plan when changes occur.
The most recent plan change occurred in April of this year, after [redacted] cycle date. As a onetime courtesy we have placed a credit of $50.00 to [redacted] account for the 5 months of service (May through September).
We apologize for any inconvenience this situation may have caused.Best Regards.
Re: [redacted] Account [redacted] Complaint # [redacted] To Whom It May Concern: On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. We appreciate the opportunity...
to respond to Mr. [redacted]’s complaint and have completed a review of his GreatCall account. Our records indicate that Mr. [redacted] established service on February 4, 2017, with the activation of a Jitterbug Plus cell phone through our website www.greatcall.com. On March 18, 2017, a warranty replacement handset was issued. The replacement was subsequently delivered and activated on March 22, 2017. On April 10, 2017, Mr. [redacted] closed his GreatCall account and stated that he had already returned the original phone in the pre-paid envelope provided with the warranty replacement. While we acknowledge receipt of the original phone activated by Mr. [redacted], we have no record of the replacement phone being returned or received and Mr. [redacted] is unable to provide tracking detail or proof of receipt. Although Mr. [redacted] would not typically qualify for a refund of the monthly service charges or the service activation fee due to the recorded usage of the phone, we will refund all monies collected to help Mr. [redacted] recoup the cost of the phone purchased from [redacted].com. Refunds totaling $93.39 will be issued to the [redacted] card ending in 1000, from which they were originally collected. We apologize for any inconvenience this situation may have caused. Best Regards.
Re: [redacted]_Revdex.com Complaint # [redacted] 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. [redacted]’s complaint and have completed a review of her GreatCall account. Our records indicate that Ms. [redacted]’s account was established on February 26, 2017, with the direct order of a Jitterbug Smart touchscreen phone. On March 3, 2017, Ms. [redacted] contacted our Customer Service to close her account and obtain the returns address. A refund, pursuant to our 30-Day Return Policy, was issued on March 15, 2017. As indicated in our 30-Day Return Policy, the original shipping charges are non-refundable and a $10.00 restocking fee is retained from the original sales transaction. GreatCall’s 30-Day Return Policy is printed in the Terms and Conditions section of the User Guide packaged with the handset and is available for review on our website, https://www.greatcall.com/legal/guarantee. 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 [redacted] 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,
[redacted]
On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint. [redacted] has expressed his dissatisfaction with GreatCall’s...
5Star Urgent Response service.
We appreciate the opportunity to respond to [redacted] complaint and have completed an audit of his GreatCall account.
[redacted] has reported that during the course of placing a test call to our Emergency Response Center, he was greeted with an automated recording indicating that all representatives were busy at that time and that he should dial 9-1-1 in the event of a critical emergency.
Specific instructions for placing test calls are described on pages 46 and 47 of the User Guide enclosed with the device and can also be found in the Frequently Asked Questions section of our website ([redacted]). In a rare instance that an Emergency Response Agent is not immediately available, a recording will play advising a caller to dial 9-1-1 for a critical emergency. In most cases, when a high number of calls are received at one time, an Emergency Response agent is usually available within 60 seconds. Should a customer elect to dial 9-1-1 directly, they can do so by pressing and holing the center call button on the GreatCall Splash device for five or more seconds.
Our records show that on 6/16/2016, [redacted] called our Customer Service to request the cancellation of his account. Per his request, the account was closed. Because [redacted] requested cancellation outside of our standard 30 day return period, we are unable to grant his request for a refund.
We apologize for any inconvenience this situation may have caused.
Best Regards.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[I reject the audit of my account. I made numerous attempts and was forced to have my credit card company step in to claw back payments made after several attempts to stop this service. I have attach a screenshot of an email sent to me today. Again Great Call is demanding payment.
Regards,
[redacted]
Re: [redacted] Account [redacted] File [redacted]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. [redacted]’s complaint rebuttal.As previously stated, on 7/7/2017, GreatCall received a charge back from [redacted] for $53.43, the purchase price of the Lively and these funds were immediately taken from GreatCall and returned to Ms. [redacted]’s credit card ending in [redacted]. Ms. [redacted] will need to follow up with her credit card company as GreatCall considers this matter to be closed. We apologize for any inconvenience this situation may have caused.Best Regards.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]
Hello,Please see comments below.[redacted], GreatCall OperationsRe: [redacted]_ Account
[redacted] File [redacted]
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. [redacted] has
supplied additional comments in reference to her complaint.
Our previous
review indicated that on 7/29/2015, [redacted] activated two lines of service.
On 10/25/2015 only one service number, ([redacted], was requested to be
cancelled. Because the line of service was scheduled for cancellation, the port
request received on 10/26/2015 could not be processed. Per [redacted]
request, the phone number ([redacted] was reconnected on 11/3/2014 to allow
for a port out to her new carrier. On 11/4/2015 [redacted] was billed for the
monthly service charges for both lines of service that were active on her
account at the time her monthly billing statement was generated. In addition to
the monthly service charges for both lines of service, [redacted] was billed
for overage charges that were incurred during the 10/4/2015 to 11/3/2015
billing period.
Our records
show that as of 12/2/2015, the second line of service, phone number (507) 461-2572,
was ported out and [redacted] GreatCall account was closed. Because the
account has been disconnected in full, [redacted] will incur no further
charges from GreatCall.
We apologize
for any inconvenience this situation may have caused and consider this matter
resolved.
Best Regards.
Re: [redacted]
To Whom It May Concern: On behalf of GreatCall, Inc. (“GreatCall”), creator of the [redacted] and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. We appreciate the opportunity to respond...
to Ms. [redacted]’ complaint and have completed a review of her GreatCall account. Our records indicate that Ms. [redacted] established service on May 7, 2017, with the online activation of a [redacted] Smart touchscreen phone purchased from a local Best Buy store. During the course of setting her account up online, Ms. [redacted] selected an Unlimited Talk and Text plan. In the first billing period between May 12th and June 11th, we show that Ms. [redacted] used 3,130 talk-time minutes. This usage was reported to her on page 3 of the billing statement generated on June 12th, 2017. In the second billing period between June 12th and July 11th, we show that Ms. [redacted] used 2,891 talk-time minutes. This usage was reported to her on page 3 of the billing statement generated on July 12th, 2017. On July 17th, 2017, Ms. [redacted] contacted our Customer Service to request a lower rate plan. At that time, she selected a rate plan with a talk-time limit of 1,000 minutes. On July 22nd, 2017, GreatCall delivered a Usage Notification warning alert to Ms. [redacted]’ [redacted] phone to advise her that she was close to using the allotment of available minutes for her rate plan selection. On July 27th, 2017, Ms. [redacted] followed up with our Customer Service to request cancellation of her account. At any time, prior to closing her account, Ms. [redacted] could have reviewed the usage for her phone by accessing the Usage section of the phone menu, accessing the usage/detailed history through her www.mygreatcall.com account or by contacting our Customer Service by phone. We apologize for any inconvenience this situation may have caused. Best Regards.
Re: [redacted]_ Account [redacted]_Revdex.com Complaint # [redacted]
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.
[redacted] has expressed...
dissatisfaction with her Customer Service experience and has reported that our agent's actions caused her to be double billed. She has requested a refund of charges incurred after her cancellation request on 10/14/14.
We appreciate this opportunity to respond to [redacted]’s complaint and have completed a review of her account.
We have determined that [redacted]’s account was established on 01/04/14 with the online activation of a red Jitterbug Plus handset. The customer paid $27.98 for a one-time service activation fee ($25) and applicable taxes ($2.98). At that time, she elected our GoPlan 39 for $39.99 per month plus applicable taxes which includes 700 airtime minutes, our 5Star Urgent Response service, Urgent Care and Voicemail. Concurrently during the activation process, our billing system established a Monthly 04 bill cycle date. Such cycle date determines when new air-time minutes are applied to the account and when the customer receives her monthly statement.
Later that day, [redacted] contacted Customer Service who assisted her in initiating a port-in of her existing phone number. We have confirmed that the port-in request was completed and her phone number was activated on her handset on 01/06/14.
On 02/20/14 [redacted] contacted Customer Service and per her request, her rate plan was upgraded to our GoPlan 49 for $49.99 per month which increased her monthly air-time minutes to 1500 minutes per bill cycle. Our records also indicate that [redacted] established a recurring ePayment to satisfy her monthly service charges on via our website 09/05/14. At that time, her account reflected an outstanding balance of $57.49 for the charges associated with her September 2014 invoice.
Our system was unable to process a payment for this outstanding charge because the recurring ePayment was established after the customer's Monthly 04 bill cycle date.
[redacted]’s October 2014's invoice totaling $57.49 was generated on 10/05/14. Our Financial Service team contacted [redacted] on 10/06/14 to obtain payment of her aging September 2014 invoice charges ($57.49). [redacted] elected to make a one-time payment of $114.93 to satisfy both her September and October invoice charges. Later that afternoon, our system initiated an ePayment to satisfy the outstanding charges on the account. We regret that the one-time payment submitted earlier that day was still in a pending status which resulted in the second debit. [redacted] advised us of the billing issue on 10/13/14.
This issue was escalated and we have confirmed that the duplicate charge was refunded to her [redacted] on 10/15/14.
On 10/07/14 [redacted] emailed Customer Service to request a rate plan change to a less expensive plan. Our agent reviewed her usage and determined that our Go Plan 39 which includes 700 air-time minutes per bill cycle would be the best fit. She was advised to closely monitor her usage to prevent excessive usage charges and asked to confirm if the rate plan change should be completed. [redacted] submitted a follow-up email expressing dissatisfaction with our agent's response and reiterated her rate plan change request. In our agent's final response, our agent apologized for any misunderstanding and confirmed that [redacted]'s request could be processed.
[redacted] called Customer Service on 10/14/14 to express her dissatisfaction with her recent Customer Service experience and requested that her account be cancelled.
Per her request, the account was cancelled. Later that day, a port out request received from her new carrier was rejected because of the pending disconnect order on the account. During [redacted]’s 10/16/14 follow-up call to Customer Service, she was advised of the rejected port out request. Per her request, the pending order was removed and she was advised to allow 1-2 business days for the port out request to be completed. We have confirmed that on 10/23/14, [redacted]’s phone number was successfully ported out and the account was cancelled.
We regret any negative Customer Service experience as the result of the duplicate billing and miscommunication via email.
At this time, [redacted]’s account has been cancelled per her request and her account reflects a $0 balance.
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.
Best Regards.
Re: [redacted]_ Account [redacted]_ File [redacted]
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. [redacted] has provided additional comments regarding the above referenced complaint.
GreatCall wishes to point out that our records show that [redacted] is still subscribed to the Ultimate Health and Safety package as she elected to end her call to our Customer Service prior to our representative being able to complete the requested change in the monthly service plan. We kindly ask that [redacted] contact our Customer Service at[redacted] to process the desired change in service. We are available every day between 5am and 9pm pacific time. As a one-time courtesy, we will issue a service credit for the difference in the rate plans. This credit will be applied towards the next monthly service charge and will be deducted from the new rate selected. [redacted] can have our representative reference this response, which will be posted to the GreatCall account, for authorization to apply the credit.
We apologize for any inconvenience this situation may have caused.
Best 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 complaint. [redacted] is seeking a refund.
We appreciate the opportunity to respond to [redacted] complaint and have completed a review of her GreatCall account.
In light of the new information provided by [redacted] pertaining to the signal strength and although we do show that there is coverage in [redacted] area we have applied a credit of the activation fee, $40.75 to the [redacted] ending in [redacted].
As previously stated, there is no refund due for the phone as it was not returned to GreatCall in like new condition.
We apologize for any inconvenience this situation may have caused.
Best Regards.
Re: [redacted]
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. [redacted] has expressed his dissatisfaction...
with problems encountered during the course of setting up his GreatCall service and activating his Jitterbug Flip handsets.
We appreciate the opportunity to respond to [redacted] complaint and have completed a review of his GreatCall account.
Our records show that [redacted] established his account on 5/4/2016 with the direct purchase of two Jitterbug Flip cell phones. After encountering a problem with the activation of the Jitterbug Flip phones, replacement phones were issued at no charge and GreatCall exercised due diligence to resolve any outstanding issues with the setup of [redacted] services. Regretfully, on 5/24/2016, [redacted] cancelled his account and was provided the appropriate return information.
We apologize for any inconvenience this situation may have caused.
Best Regards.
Re: [redacted]
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. [redacted] is requesting...
reimbursement for return shipping charges incurred as a result of returning his Jitterbug5 cell phone under our 30 day return policy.
We appreciate the opportunity to respond to [redacted] complaint and have completed a review of his GreatCall account.
Our records show that [redacted] account was established on 6/4/2015 with the direct order of a Jitterbug5 cell phone. On 6/12/2015, [redacted] placed a call to our Customer Service to report that he did not authorize automatic billing on his account. During this call, [redacted] also stated that he was offered free accessories at the time of his order and that these accessories were not included with his phone package. Prior to our representative being able to send the additional items at no charge, [redacted] ended the call by hanging up.
Although our representative called him back to offer the accessories at no charge and resolve the complaint, [redacted] again elected to end the conversation by hanging up with the representative. On 6/13/2015, [redacted] placed another call to our Customer Service to request cancellation and be provided the returns address. During this call, [redacted] expressed that he did not want any assistance; he just wanted to return the phone. Our representative closed his account and provided the returns address.
Under our 30 day return policy, the customer is responsible to return the product at their expense and therefore we cannot reimburse him for charges that were not collected by GreatCall.
Additionally, under our 30 day return policy; the original $10.00 shipping charge, a $10.00 restocking fee and applicable taxes are retained from the initial order. Because [redacted] disputed the purchase with his credit card issuer, he was provided a full refund of his initial order. GreatCall billed [redacted] for the aforementioned shipping and restocking fees and when the fees went unpaid, [redacted] account was referred to collections. As a courtesy, we will waive the shipping and restocking fees. [redacted] account will be removed from collections.
We apologize for any inconvenience this situation may have caused.
Best Regards.
Re: [redacted]
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. [redacted] has submitted additional comments regarding her complaint.
We appreciate the opportunity to review these comments.
[redacted] should be advised that the Touch3 smartphone can be referred to as either the “Jitterbug Touch3” or simply the “Touch3;” although the branding of the handset changed, we are referring to the same model handset. [redacted] can confirm by reviewing the serial numbers printed on the box and that can also be found beneath the battery in the well of the phone. The serial numbers, which appear in two formats, are as follows: [redacted] and [redacted]
GreatCall reminds [redacted] that should she wish to reinstate service, she would first need to satisfy the outstanding account balance for the services rendered between 12/4/2014 and 3/3/2015.
GreatCall exercised due diligence in trying to reach [redacted] between January and July of 2015 to discuss her account balance and on the occasions in which we made contact with her by phone, she did not wish to resolve her our outstanding balance. Additionally, several letters were mailed to the billing address on file asking [redacted] to please contact us for a resolution.
We apologize for any inconvenience this situation may have caused.
Best Regards.
Re: [redacted]_ Account [redacted]Revdex.com Complaint # [redacted]
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. [redacted] has reported that...
her credit or debit card has been used without her permission.
We appreciate the opportunity to respond to [redacted] complaint and have completed a review of her GreatCall account.
Our records show that the account was established on 5/18/2016 with the activation of GreatCall Splash medical alert device that was purchased from a local [redacted] store. The individual that setup the account on our website, [redacted] provided the name [redacted] as the user of the device and the party responsible for billing. The home address provided for [redacted] was [redacted]. Additionally, during the online setup, the name of [redacted] was provided a party authorized to act on [redacted] behalf. The initial service activation fee of $35.00 plus tax, totaling $39.24, was charged to a [redacted] card ending in [redacted].
After the activation was submitted online, [redacted] placed a call to our Customer Service for assistance with activating the device. At that time, [redacted] was unable to complete the final programming of the device. [redacted] was then connected with our Technical Support, who offered to send a replacement device. [redacted] declined the replacement and stated that she would seek a replacement at the retail location and then call us back so that the new device could be setup on the service established with the online request.
Regretfully, we did not hear back from [redacted] until 8/24/2016. On 8/24/2016, per [redacted] request, the account was closed. Prior to our Customer Service being able to address the account status or any refunds due, [redacted] ended the conversation and our representative was forced to move on to the next call.
Because the GreatCall Splash device that was originally purchased at the retail location was not fully activated, we have refunded the monthly service charges collected in June, July and August of this year. Additionally, the service activation fee collected on 5/18/2016 has been refunded. The refunds should post to [redacted] account within the next 10 business days.
GreatCall recommends that [redacted] advises her friends, family and associates to not use her credit or debit cards without her direct consultation and approval. Should [redacted] feel that her credit or debit card has been otherwise compromised or used fraudulently, we suggest that she takes the necessary steps to contact the financial institution that issued the card for support.
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 [redacted], 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.
I thank you for the refund, and sorry It took multiple written conversations, however I'm not making my decision on ONE event, yet many events that seem to be written on many different mode of communication, and I say that a system that does not use a redundant system is dangerous, but we will have to agree to disagree and I'm sure my one status and my opinion makes no difference to a company this large. But i'm sure they know the statement let your concussion be your guide. I would have wished they would have taken my comments serious on the handling of emergency calls and I'm sure my 30 plus years of Emergency serevice is of no interest to them. AGAIN, thank you for the refund and I wish the company luck in there service to the population of seniors that deserve nothing but the best.
Great Call 5 Star thank you for my refund I appreciate it,. and be well.
Regards,
[redacted]
Re: [redacted]
To Whom It May Concern:
[redacted] has rejected our previous response and followed up with our Customer Service by phone. Our Customer Service has refunded, as a one-time courtesy, two months of the service. The refunds will post to the credit card or debit card on file within three to five business days.
We apologize for any inconvenience this situation may have caused and consider this matter resolved.
Best Regards.
Re: [redacted]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. [redacted] is seeking a credit of $60.00.
We...
appreciate the opportunity to respond to [redacted] ‘complaint and have completed an audit of his GreatCall account.
Our records show that [redacted] established his account on 4/30/2011 with the direct purchase of a Jitterbug J phone. [redacted] choose the Premium 39 plan that offered 400 anytime minutes and unlimited nights and weekends.
GreatCall will periodically change our rate plans to better fit our customer’s needs. For privacy and security, GreatCall cannot make changes to an account without permission from the customer and as such we do not automatically update the plan when changes occur.
The most recent plan change occurred in April of this year, after [redacted] cycle date. As a onetime courtesy we have placed a credit of $50.00 to [redacted] account for the 5 months of service (May through September).
We apologize for any inconvenience this situation may have caused.Best Regards.
Re: [redacted] Account [redacted] Complaint # [redacted] To Whom It May Concern: On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. We appreciate the opportunity...
to respond to Mr. [redacted]’s complaint and have completed a review of his GreatCall account. Our records indicate that Mr. [redacted] established service on February 4, 2017, with the activation of a Jitterbug Plus cell phone through our website www.greatcall.com. On March 18, 2017, a warranty replacement handset was issued. The replacement was subsequently delivered and activated on March 22, 2017. On April 10, 2017, Mr. [redacted] closed his GreatCall account and stated that he had already returned the original phone in the pre-paid envelope provided with the warranty replacement. While we acknowledge receipt of the original phone activated by Mr. [redacted], we have no record of the replacement phone being returned or received and Mr. [redacted] is unable to provide tracking detail or proof of receipt. Although Mr. [redacted] would not typically qualify for a refund of the monthly service charges or the service activation fee due to the recorded usage of the phone, we will refund all monies collected to help Mr. [redacted] recoup the cost of the phone purchased from [redacted].com. Refunds totaling $93.39 will be issued to the [redacted] card ending in 1000, from which they were originally collected. We apologize for any inconvenience this situation may have caused. Best Regards.
Re: [redacted]_Revdex.com Complaint # [redacted] 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. [redacted]’s complaint and have completed a review of her GreatCall account. Our records indicate that Ms. [redacted]’s account was established on February 26, 2017, with the direct order of a Jitterbug Smart touchscreen phone. On March 3, 2017, Ms. [redacted] contacted our Customer Service to close her account and obtain the returns address. A refund, pursuant to our 30-Day Return Policy, was issued on March 15, 2017. As indicated in our 30-Day Return Policy, the original shipping charges are non-refundable and a $10.00 restocking fee is retained from the original sales transaction. GreatCall’s 30-Day Return Policy is printed in the Terms and Conditions section of the User Guide packaged with the handset and is available for review on our website, https://www.greatcall.com/legal/guarantee. 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 [redacted] 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,
[redacted]
RE: [redacted]
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. [redacted] has expressed his dissatisfaction with GreatCall’s...
5Star Urgent Response service.
We appreciate the opportunity to respond to [redacted] complaint and have completed an audit of his GreatCall account.
[redacted] has reported that during the course of placing a test call to our Emergency Response Center, he was greeted with an automated recording indicating that all representatives were busy at that time and that he should dial 9-1-1 in the event of a critical emergency.
Specific instructions for placing test calls are described on pages 46 and 47 of the User Guide enclosed with the device and can also be found in the Frequently Asked Questions section of our website ([redacted]). In a rare instance that an Emergency Response Agent is not immediately available, a recording will play advising a caller to dial 9-1-1 for a critical emergency. In most cases, when a high number of calls are received at one time, an Emergency Response agent is usually available within 60 seconds. Should a customer elect to dial 9-1-1 directly, they can do so by pressing and holing the center call button on the GreatCall Splash device for five or more seconds.
Our records show that on 6/16/2016, [redacted] called our Customer Service to request the cancellation of his account. Per his request, the account was closed. Because [redacted] requested cancellation outside of our standard 30 day return period, we are unable to grant his request for a refund.
We apologize for any inconvenience this situation may have caused.
Best Regards.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[I reject the audit of my account. I made numerous attempts and was forced to have my credit card company step in to claw back payments made after several attempts to stop this service. I have attach a screenshot of an email sent to me today. Again Great Call is demanding payment.
Regards,
[redacted]
Re: [redacted] Account [redacted] File [redacted]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. [redacted]’s complaint rebuttal.As previously stated, on 7/7/2017, GreatCall received a charge back from [redacted] for $53.43, the purchase price of the Lively and these funds were immediately taken from GreatCall and returned to Ms. [redacted]’s credit card ending in [redacted]. Ms. [redacted] will need to follow up with her credit card company as GreatCall considers this matter to be closed. We apologize for any inconvenience this situation may have caused.Best Regards.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]
Hello,Please see comments below.[redacted], GreatCall OperationsRe: [redacted]_ Account
[redacted] File [redacted]
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. [redacted] has
supplied additional comments in reference to her complaint.
Our previous
review indicated that on 7/29/2015, [redacted] activated two lines of service.
On 10/25/2015 only one service number, ([redacted], was requested to be
cancelled. Because the line of service was scheduled for cancellation, the port
request received on 10/26/2015 could not be processed. Per [redacted]
request, the phone number ([redacted] was reconnected on 11/3/2014 to allow
for a port out to her new carrier. On 11/4/2015 [redacted] was billed for the
monthly service charges for both lines of service that were active on her
account at the time her monthly billing statement was generated. In addition to
the monthly service charges for both lines of service, [redacted] was billed
for overage charges that were incurred during the 10/4/2015 to 11/3/2015
billing period.
Our records
show that as of 12/2/2015, the second line of service, phone number (507) 461-2572,
was ported out and [redacted] GreatCall account was closed. Because the
account has been disconnected in full, [redacted] will incur no further
charges from GreatCall.
We apologize
for any inconvenience this situation may have caused and consider this matter
resolved.
Best Regards.
Re: [redacted]
To Whom It May Concern: On behalf of GreatCall, Inc. (“GreatCall”), creator of the [redacted] and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. We appreciate the opportunity to respond...
to Ms. [redacted]’ complaint and have completed a review of her GreatCall account. Our records indicate that Ms. [redacted] established service on May 7, 2017, with the online activation of a [redacted] Smart touchscreen phone purchased from a local Best Buy store. During the course of setting her account up online, Ms. [redacted] selected an Unlimited Talk and Text plan. In the first billing period between May 12th and June 11th, we show that Ms. [redacted] used 3,130 talk-time minutes. This usage was reported to her on page 3 of the billing statement generated on June 12th, 2017. In the second billing period between June 12th and July 11th, we show that Ms. [redacted] used 2,891 talk-time minutes. This usage was reported to her on page 3 of the billing statement generated on July 12th, 2017. On July 17th, 2017, Ms. [redacted] contacted our Customer Service to request a lower rate plan. At that time, she selected a rate plan with a talk-time limit of 1,000 minutes. On July 22nd, 2017, GreatCall delivered a Usage Notification warning alert to Ms. [redacted]’ [redacted] phone to advise her that she was close to using the allotment of available minutes for her rate plan selection. On July 27th, 2017, Ms. [redacted] followed up with our Customer Service to request cancellation of her account. At any time, prior to closing her account, Ms. [redacted] could have reviewed the usage for her phone by accessing the Usage section of the phone menu, accessing the usage/detailed history through her www.mygreatcall.com account or by contacting our Customer Service by phone. We apologize for any inconvenience this situation may have caused. Best Regards.
Re: [redacted]_ Account [redacted]_Revdex.com Complaint # [redacted]
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.
[redacted] has expressed...
dissatisfaction with her Customer Service experience and has reported that our agent's actions caused her to be double billed. She has requested a refund of charges incurred after her cancellation request on 10/14/14.
We appreciate this opportunity to respond to [redacted]’s complaint and have completed a review of her account.
We have determined that [redacted]’s account was established on 01/04/14 with the online activation of a red Jitterbug Plus handset. The customer paid $27.98 for a one-time service activation fee ($25) and applicable taxes ($2.98). At that time, she elected our GoPlan 39 for $39.99 per month plus applicable taxes which includes 700 airtime minutes, our 5Star Urgent Response service, Urgent Care and Voicemail. Concurrently during the activation process, our billing system established a Monthly 04 bill cycle date. Such cycle date determines when new air-time minutes are applied to the account and when the customer receives her monthly statement.
Later that day, [redacted] contacted Customer Service who assisted her in initiating a port-in of her existing phone number. We have confirmed that the port-in request was completed and her phone number was activated on her handset on 01/06/14.
On 02/20/14 [redacted] contacted Customer Service and per her request, her rate plan was upgraded to our GoPlan 49 for $49.99 per month which increased her monthly air-time minutes to 1500 minutes per bill cycle. Our records also indicate that [redacted] established a recurring ePayment to satisfy her monthly service charges on via our website 09/05/14. At that time, her account reflected an outstanding balance of $57.49 for the charges associated with her September 2014 invoice.
Our system was unable to process a payment for this outstanding charge because the recurring ePayment was established after the customer's Monthly 04 bill cycle date.
[redacted]’s October 2014's invoice totaling $57.49 was generated on 10/05/14. Our Financial Service team contacted [redacted] on 10/06/14 to obtain payment of her aging September 2014 invoice charges ($57.49). [redacted] elected to make a one-time payment of $114.93 to satisfy both her September and October invoice charges. Later that afternoon, our system initiated an ePayment to satisfy the outstanding charges on the account. We regret that the one-time payment submitted earlier that day was still in a pending status which resulted in the second debit. [redacted] advised us of the billing issue on 10/13/14.
This issue was escalated and we have confirmed that the duplicate charge was refunded to her [redacted] on 10/15/14.
On 10/07/14 [redacted] emailed Customer Service to request a rate plan change to a less expensive plan. Our agent reviewed her usage and determined that our Go Plan 39 which includes 700 air-time minutes per bill cycle would be the best fit. She was advised to closely monitor her usage to prevent excessive usage charges and asked to confirm if the rate plan change should be completed. [redacted] submitted a follow-up email expressing dissatisfaction with our agent's response and reiterated her rate plan change request. In our agent's final response, our agent apologized for any misunderstanding and confirmed that [redacted]'s request could be processed.
[redacted] called Customer Service on 10/14/14 to express her dissatisfaction with her recent Customer Service experience and requested that her account be cancelled.
Per her request, the account was cancelled. Later that day, a port out request received from her new carrier was rejected because of the pending disconnect order on the account. During [redacted]’s 10/16/14 follow-up call to Customer Service, she was advised of the rejected port out request. Per her request, the pending order was removed and she was advised to allow 1-2 business days for the port out request to be completed. We have confirmed that on 10/23/14, [redacted]’s phone number was successfully ported out and the account was cancelled.
We regret any negative Customer Service experience as the result of the duplicate billing and miscommunication via email.
At this time, [redacted]’s account has been cancelled per her request and her account reflects a $0 balance.
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.
Best Regards.
Re: [redacted]_ Account [redacted]_ File [redacted]
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. [redacted] has provided additional comments regarding the above referenced complaint.
GreatCall wishes to point out that our records show that [redacted] is still subscribed to the Ultimate Health and Safety package as she elected to end her call to our Customer Service prior to our representative being able to complete the requested change in the monthly service plan. We kindly ask that [redacted] contact our Customer Service at[redacted] to process the desired change in service. We are available every day between 5am and 9pm pacific time. As a one-time courtesy, we will issue a service credit for the difference in the rate plans. This credit will be applied towards the next monthly service charge and will be deducted from the new rate selected. [redacted] can have our representative reference this response, which will be posted to the GreatCall account, for authorization to apply the credit.
We apologize for any inconvenience this situation may have caused.
Best 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 complaint. [redacted] is seeking a refund.
We appreciate the opportunity to respond to [redacted] complaint and have completed a review of her GreatCall account.
In light of the new information provided by [redacted] pertaining to the signal strength and although we do show that there is coverage in [redacted] area we have applied a credit of the activation fee, $40.75 to the [redacted] ending in [redacted].
As previously stated, there is no refund due for the phone as it was not returned to GreatCall in like new condition.
We apologize for any inconvenience this situation may have caused.
Best Regards.