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]
Greatcall is telling lies. I told "[redacted]" (I wrote his name down when I ordered the cell phone) that if I could not have my same cell phone number I had for 30 years with [redacted] I would not order the phone. He told me of course I could get the same number and when I was ready to call Greatcall and they would handle the entire transaction for me to switch from [redacted] to Greatcall. Also I never, never, ever allow any company to automatically put charges on my account on an ongoing basis. I agreed to have the original charge for the cell phone for $208.02 charged to my account. When I received my statement from my Credit Card Company and saw that another $29.78 was charged, I immediately called to complain and ask why I was being charged when I had not activated the cell phone and that is when I was given that small credit. I did not speak further to the lady on the phone because I could not hear her. She said raise the volume and I told her I had already done that and I still could not hear her. That is why I asked to return the phone and get a refund by email. If they record the phone calls they receive then I want to hear where they say I never asked for my same cell phone number and to have it transferred from [redacted]. Also when a person gives permission to allow automatic charges to their charge account, a signed agreement has to be sent to the Credit Card Company - Where is that document ???? Because Greatcall is trying to intimidate me, I will not back down. What is their problem, I never used the phone, I never activated the phone, so why is it so important to them to keep $263.46 from a senior citizen living on a limited budget. Does it make the company feel more powerful ??? Now I will contact [redacted] and [redacted] because they are advertising Greatcall not only in [redacted] magazines, but on the [redacted] channel to try to get more seniors to buy their service. They do not say one word about having to return the cell phone in 30 days if a customer wants to return it.
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]Account [redacted]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 reported that his father's...
Splash device did not work as described and has requested that GreatCall refund the cost of two month's service charge.
We appreciate the opportunity to respond to [redacted] complaint and have completed a review of his account. We have determined that the account was established on 12/10/2014 with the purchase and activation of a GreatCall Splash device.
On 12/27/14[redacted] contacted Customer Service to active his recently received Splash device. Our agent assisted him by initiating the activation process; however, a test call to 5Star ERCC failed to successfully connect. Our agent was unable to resolve the test call issue and advised [redacted] to contact our Technical Support team for advanced troubleshooting to resolve the calling issue. Our records do not indicate that [redacted] completed the recommended follow-up with Technical Support.
On 12/30/14, [redacted] contacted Customer Service to update the address associated with the Service Contact, [redacted]. The account was updated per his request; however, our agent was unable to troubleshoot the activation issue at that time because the caller was not in possession of the device.[redacted] contacted Customer Service on 02/20/15 to advise that his father's device was still unable to connect to 5Star. Our agent was unable to resolve the reported issue through basic troubleshooting and the call was escalated to Technical Support. Our Technical Support agent completed advanced troubleshooting but was also unable to resolve the reported issue. At that time, a Warranty Replacement device was ordered and a credit for [redacted] February's invoice charges totaling $18.24 was applied to the account.
We regret [redacted] negative experience with the activation of his father’s device; however, we believe that we acted in good faith to resolve the reported problem. We have confirmed that [redacted] account was cancelled on 02/28/15 per his request. To prevent further escalation of this complaint, we have processed an additional refund totaling $17.99 for the charges incurred on January’s invoice. We wish to advise [redacted] to return the Warranty Replacement device that was provided to him on 02/20/15.
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] 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 show that Ms. [redacted] established her service on April 8, 2015 and that the account was closed on August 3, 2017, by an individual identifying themselves as [redacted] calling from phone number (257) 743-1744. All GreatCall customers are treated equally and fairly in accordance with the Terms and Conditions agreed to by activating and using our service. As outlined in the “Service Cancellation” section of the Terms and Conditions printed in the User Guide enclosed with every new order; “Although cancelations are effective immediately, we do not bill for partial months of service; therefore, you will be charged for the entire month of service.” We apologize for any inconvenience this situation may have caused. 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 requested that GreatCall refund her Service Activation Fee because...
she was unable to successfully activate the Jitterbug5 flip phone.
Our records indicate that the account was established on 1/11/2016. [redacted] was charged the Service Activation Fee of $35.00 plus tax, totaling $41.24. This fee is charged at the time the account is established so that a mobile service number can be obtained and registered on the network for use. Because [redacted] could not activate the Jitterbug5 flip phone, the account was cancelled per her request. [redacted] was advised at this time that a full refund would be issued within the next 14 working days. Our Customer Service quotes this time frame to allow for the charge to post prior to being reversed and takes into account weekends and holidays.
Our records show that on 1/19/2016, a full refund has been issued but may take three to five working days to post to [redacted]’s [redacted] card.
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. Ms. [redacted] has submitted...
a complaint on behalf of [redacted]. We appreciate the opportunity to respond to this complaint and have completed a review of the GreatCall account being referenced. Our records indicate that Ms. [redacted] established her account on February 23, 2016, with the direct order of a GreatCall Splash device. On June 9, 2016, Ms. [redacted] was sent a replacement device due to her dissatisfaction with the performance of the initial device. On July 6, 2016, per Ms. [redacted]’s request, her GreatCall account was closed. At the time of Ms. [redacted]’s request for cancellation she was outside of our standard 30-day return period as described in the Terms and Conditions section of the User Guide enclosed with the packaging of the device and as posted on our website, https://www.greatcall.com/legal/guarantee. Because this request was received well outside of the aforementioned 30-day return period, we have determined that no refund is merited. We apologize for any inconvenience this situation may have caused. 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 reported that as the Power of Attorney for [redacted] she...
should be allowed to request cancellation of GreatCall Service for [redacted].
Our records show that on 9/15/2015 we received the referenced Power of Attorney documentation and updated [redacted]’s account accordingly. On 9/20/2015, [redacted] called to ask billing questions that are password protected per Federal law.
On this call, [redacted] was unable to verify the account security information which was required to obtain the information that was being requested at that time. On 12/28/2015, an outbound collections call was placed to [redacted] and we made contact with [redacted]. Because [redacted] was unable to verify the account security information, the request for cancellation was denied at that time. The following day, 12/29/2015, a letter requesting cancellation was received from the billing address on record and the service was ended.
Although the service was ended on 12/29/2015, at that time, an unpaid balance of $49.90 was present on the account. The $49.90 balance represents the charges for the November and December billing. To date, this balance remains unpaid. Because the November and December billing charges were generated prior to the cancellation request received on 12/29/2015, GreatCall considers these charges to be due and payable. Payment can be remitted to the following address: GreatCall Payments, P.O. Box 4428, Carlsbad CA. 92018. The account number, [redacted] should be marked on the payment.
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]...
[redacted] has expressed her dissatisfaction with not being provided a free car charger with the purchase of her Jitterbug5 upgrade handset on November 10th, 2014 and has also requested that the 5Star Urgent Response service be added to her account at no additional cost. We have reviewed [redacted] calls to our Customer Service and have determined that no discussion of the car charger or the 5Star Urgent Response service took place during her conversation on November 10th, 2014. There was also no discussion about any other additional services that could be added to the new Jitterbug5 handset as [redacted] expressly stated that she wanted to maintain the absolute very lowest monthly rate plan available. [redacted] agrees to the upgrade purchase at $79.00 for the handset, $10.00 for shipping and any applicable taxes. [redacted] agrees to have these fees added to her next bill. Due to a system error, [redacted] has yet to be billed for the handset. [redacted] called back to our Customer Service on November 20th, 2014 and reported that the car charger for her previous model, the JitterbugJ, did not fit in the charging port of her new Jitterbug5 handset. The GreatCall representative advised [redacted] that free car chargers are not included with an upgraded handset as the cost of the handset was to be discounted from the standard pricing. To satisfy [redacted]’s complaint she is provided with a free car charger and free standard shipping, a total value of $34.99. [redacted] is also offered to convert her rate plan to a plan which includes the 5Star Urgent Response service and is offered a service credit equal to the value of the 5Star Urgent Response portion of the rate for the first month, which she declines. [redacted] states that had she known a free car charger would not be included with the purchase of the discounted Jitterbug5 handset, she would have simply purchased a new battery for her older JitterbugJ model handset. GreatCall regrets that we cannot accommodate [redacted]’s request to add the 5Star Urgent Response service at no additional cost to her monthly rate plan. As a courtesy, GreatCall will bill [redacted]’s account for the cost of a replacement battery in place of the cost of the upgrade handset. A $39.99 battery charge and a $10 shipping charge will be applied to [redacted]’s February 2015 invoice. This adjustment provides [redacted] with an additional $40.00 in savings. 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 and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. Ms. [redacted], an authorized user...
on the account, is dissatisfied because the account was not disconnected when she originally requested. We appreciate the opportunity to respond Ms. [redacted]’s complaint and have completed an audit of Mr. [redacted]’s GreatCall account. Mr. [redacted]’s account was established on January 26, 2016, with the activation of a retail purchased Lively Mobile. On February 25, 2018 Ms. [redacted] called in to ask why the account was still active. GreatCall advised Ms. [redacted] that we never received a previous request to cancel the service and that is why the account was still active. Ms. [redacted] requested the account be disconnected and GreatCall cancelled the account. Although GreatCall has no previous record of a request to disconnect, we will as a courtesy provide a refund for the last six months of service. A refund in the amount of $242.69 has been processed back to the card on file. GreatCall strives to provide the highest quality service available and we appreciate the feedback Ms. [redacted] provided. We apologize for any inconvenience this situation may have caused. Best Regards.
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 are sorry to see that [redacted] does not trust that GreatCall would send her a pre-paid return label, but we can confirm that such label was in-fact mailed to [redacted] on 5/31/2016. Additionally, as we previously stated, because the phone could not be activated; GreatCall will issue a full refund and [redacted] will not be assessed the order restocking fee as incorrectly quoted by our Technical Support representative. We apologize for the miscommunication and have documented [redacted] account to reflect that a full refund should be issued. GreatCall cannot refund the return shipping charges incurred by [redacted] as she elected to send the return at her expense rather than wait for the pre-paid return label.
Refunds are issued within 21 days of the return being received in GreatCall’s warehouse. Such time is necessary to allow for delivery sorting, account notations and a refund request being submitted out Financial Processing department.
We apologize for any inconvenience this situation may have caused.
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 reported that GreatCall failed to disconnect her...
services after she reported that her handset had been lost in October 2012. She has requested a refund of service charges incurred after she reported her handset as lost and a discounted handset.
We appreciate the opportunity to respond to [redacted] complaint and have completed a review of her account. We have determined that her account was established on 10/13/2012 with the online purchase of a Jitterbug Plus handset. The cost of the initial order totaling $146.14 included the cost of the handset ($99), a one-time Service Activation Fee ($35), and applicable taxes ($12.14). Concurrently, [redacted] established a recurring ePayment linked to her [redacted] ending [redacted] to satisfy her monthly invoice charges.
We have also confirmed that on 07/06/2014, [redacted] emailed our Customer Service team to request a Jitterbug5 handset to replace her lost handset. On 07/08/2014, our Customer Service team sent a reply email advising [redacted] that the cost to upgrade to our Jitterbug5 handset would be $95.92 (the cost of the handset ($79), shipping ($10), and applicable taxes ($6.92)). She was also advised that because she previously established a recurring ePayment that our agent could process an order on her behalf; however, to protect her privacy and security, she would need to verify her full address on file and the last four digits of her [redacted] card on file. We have not record of receiving the requested account verification. As a result, an upgrade order was not processed and the account remained active and billing.
In August of 2015 our Financial Services team made several attempts to speak with [redacted] after we were unable to obtain payment of her July 2015 invoice due to an expired ePayment credit card. On 09/11/2015 [redacted] contacted our Customer Service to review the outstanding balance on her account. At that time, she reported that she previously called in October of 2012 to suspend her service when her handset was lost. Our agent reviewed her account and determined that there was no record of this reported call. At that time, a payment totaling $55.30 was processed to satisfy July and August's outstanding invoiced charged. Concurrently, she was offered a Jitterbug5 handset for $79 with free shipping. [redacted] declined the offer and was then offered an additional $25 credit on her account. She declined that second offer and per her request, the account was disconnected.
We regret [redacted]’s negative experience; however, we believe that we acted in good faith to assist [redacted] in replacing her misplaced handset. To prevent further escalation of this matter, a refund check totaling $82.90 will be mailed to [redacted] on 10/01/2015. The refund includes the costs incurred on invoices generated in 2015 during the months of June ($27.60), July ($27.65), and August ($27.65). We will also honor our previous discounted handset offer which includes a Jitterbug5 handset for $79 and free shipping. She should contact our Customer Service if she would like to process an order and re-establish her account.
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.
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. Mr. [redacted] is requesting a partial refund due to service being disconnected in the middle of the billing cycle. 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]’s monthly service billing cycle was from the 18th of the month to the 17th of the next month. Payments were collected using an automatic payment from a MasterCard credit/debit card within three business days after the closing of the bill cycle. Payments were processed in advance, or prepaid.We show that on 8/4/2015 a port-out request was finalized and the mobile service number was released to a new wireless service carrier. GreatCall Terms and Conditions state that a customer can request cancellation at any time and that they will not be charged for future months of service. GreatCall does not prorate monthly billing charges and as such, we cannot refund a partial monthly service charge. 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.
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 requested...
a refund for a phone order outside of our standard 30-Day Return period.
We appreciate the opportunity to respond to [redacted] complaint and have completed a review of the GreatCall account opened under the name [redacted]
Our records show that the account was established on 6/2/2016, with the Jitterbug Flip cell phone. A review of the audio recording indicates that the order was placed by[redacted] and shipped to her address. During the course of placing the order, [redacted] was advised to follow up with our Customer Service for phonebook and porting support. [redacted] was advised to have a copy of the most recent cell phone bill for the service number being requested for porting.
Additionally, [redacted] was advised of our 30-Day Return policy; specifically that the account must be closed within 30 days, that the phone would need to be returned in like new condition with all original components and with less than 30 talk-time minutes used. Because the account was established to bill to a different party, the account security information could not be collected at that time. The order tracking information shows delivery of the order on 6/10/2016.
On 7/4/2016, [redacted] placed a call to request the porting of a mobile service number from a previous carrier to GreatCall. [redacted] was advised to have the account holder call us to setup the security information on the account and to designate any additional individual whom they grant access to make changes to the account. On 7/6/2016, [redacted] completed the account security setup and submitted information to facilitate the porting of a mobile service number from a previous carrier to GreatCall.
On 7/7/2016 and 7/11/2016, we attempted to contact [redacted], using his contact information that was supplied at the time of the order, to advise him that his previous carrier had rejected the port request because incorrect information was supplied. On 7/14/2016, a portion of the incorrect information was corrected. At that time, [redacted] was unsure of the required password/PIN on file with the previous carrier and was to call back with the missing information that the previous carrier required to be verified.
On 7/16/2016, the port-in request was timed-out and closed. On 7/25/2016, per [redacted]’s request, a new port-in request was submitted. On 7/26/2016, we attempted to contact [redacted] because the previous carrier again rejected the port request because incorrect information has been supplied. At that time, [redacted] provided updated information and the port-in request completed.
On 7/28/2016, the customer was correctly advised that phonebook entries could not be transferred from a previous phone to the Jitterbug Flip. As described on page 39 of the User Guide enclosed with the phone, phonebook entries can be managed by creating an online account at [redacted] manually entry directly on the handset or by calling our Personal Operators. On 8/8/2016, [redacted]’s account was closed with the port-out of the mobile service number to a new carrier. On 8/15/2016, [redacted] was advised by our Customer Service that the phone could not be returned for a refund because she was outside the aforementioned 30-Day Return period. As a courtesy, the August monthly service payment was refunded in full.
We apologize for any inconvenience this situation may have caused
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. Ms. [redacted]
disputes the billing being mailed to her by...
GreatCall on the basis that she did
not order the service.
We appreciate
the opportunity to respond to Ms. [redacted]’s complaint and have completed an audit
of her account.
We have
found that on 9/2/2015, a gentleman by the name of [redacted] called GreatCall
Customer Service to activate a used device for his mother, whom he identified
as being [redacted]. Because Mr. [redacted] was attempting to activate a used
device, GreatCall shipped Ms. [redacted] a new device and deferred the one-time
$35.00 service activation fee pending the collection of Ms. [redacted]’s billing information
(I.E. a valid credit or debit card). On 10/9/2015, GreatCall contacted Mr. [redacted]
by phone to advise him that the required billing information had not yet been
provided. On 10/14/2015, GreatCall once more contacted Mr. [redacted] and Mr. [redacted]
requested a one month credit because he had yet to setup the device for his
mother’s use. As a courtesy, and because Mr. [redacted] gave no indication that the
service was to be cancelled, a one month service credit was applied. On
11/10/2015, the GreatCall Splash device was returned with no information or
authorization from GreatCall. On 11/13/2015, a GreatCall representative placed
a call to [redacted] and the account was cancelled per [redacted]’s request.
As a one-time
courtesy, because the device was not activated and was returned, GreatCall has
agreed to clear the balance from Ms. [redacted]’s account. As to prevent future
occurrences of this nature from taking place, GreatCall strongly recommends
that Ms. [redacted] speak to her son and request that he refrain from ordering
services in her name for which he has no intention of paying. GreatCall also
wishes to advise Ms. [redacted] that she could have immediately contacted us upon
receiving the GreatCall package and thus could have prevented the prolonged resolution
of the above referenced issue.
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.
Best Regards.
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...
requested a refund for two months of service.
We appreciate the opportunity to respond to [redacted] complaint and have completed a review of her GreatCall account.
Our records show that on 4/23/2016, our Customer Service received a call from a [redacted] in regards to [redacted] account. At that time, [redacted] requested information related to transferring [redacted] service number to a new carrier. The information requested was provided to [redacted] and the account was left open and active because no request for cancellation was received. Additionally, because [redacted] expressed his intention to transfer the service number to a new carrier, the phone service needed to remain active.
On 8/8/2016, [redacted] placed a call to our Customer Service to request the cancellation of her account. Per her request, the account was closed. As a courtesy, the July service charges were refunded to [redacted] card ending [redacted]. Because the responsibility to request cancellation of service lies with the customer and because no request for cancellation was received until August of 2016, GreatCall denied [redacted]’s request for a refund of the May 2016 and June 2016 service charges. On 8/10/2016, as a one-time courtesy, an additional refund of $18.57 has been issued to [redacted] ending [redacted]. No further refunds are merited.
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 that Jitterbug OneTouch handsets are no longer supported by GreatCall for reactivation or swap. [redacted] also reports that after his phone was repaired his phone received software updates and no longer saves programmed numbers.
We appreciate the opportunity to respond to [redacted]’s complaint and have reviewed his response received 1/20/2015
GreatCall continues to provide phone service to existing customers with functioning OneTouch handsets. However GreatCall cannot activate or swap any OneTouch handsets on any new or existing lines of service.
In [redacted]’s response he states that his OneTouch handset was not functioning and was repaired by a third party repair shop. Although GreatCall uses the Samsung SPH-A110 handset, the software installed on the GreatCall OneTouch handset is proprietary and cannot be altered or duplicated to retain functionality.
In response to [redacted]’s claim that an update was sent by GreatCall to his handset, on March 9, 2011, due to system upgrades, some functionality is no longer available for Jitterbug Original (GEN 2) handsets including the OneTouch model. This means GreatCall’s systems can no longer update a customer’s GEN 2 handset via SMS or through the Support Center.
We regret that [redacted] feels that our current handset cannot satisfy his needs. Our current handset the Jitterbug5 does offer speed dialing and is now capable of using our 5Star Emergency Response Service with a dedicated button. Paired with 5Star is Link which allows authorized persons to:
• View the 5Star subscriber’s location on a map
• See a list of recent activities
• Check the power level of device
• Get notifications when a call is made to 5Star Urgent Response
(Via smartphone app or the Link website)
To prevent further escalation in this matter GreatCall would like to extend our offer for a free upgrade handset and restore service to his account. He can choose any color of the new Jitterbug5 handsets available. Additionally GreatCall would like to offer [redacted] one month free service of our GoPlan 29 which will continue to give him 200 anytime minutes and access to our 5star and Link service. If [redacted] accepts this offer and contacts customer service at [redacted] on or before February 15, 2015 he can reactivate his account and retain his phone number. However if the offer is accepted after the aforementioned date he will be charged a new activation fee, $35.00 + applicable taxes, and a new phone number will have to be issued. In both scenarios [redacted] would be responsible for applicable taxes.
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.
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 do see these credits to my card which, but so far do not see requested refund for the purchase of phone and service which totals to $16223.3723.3020.38Thank you for your help and helping other consumers
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 am a retired 71 yr old lady on a budget. I thought I was getting a phone that would be easy to use. I found out the signal was not strong enough for out of town and the battery had to be charged every 24 hrs. I travel and need it for emergency. That is the reason Icancelled within to the 30 day free trail. I know that I did not damage it. The first time they returned it, I had a young friend look at it and finally found 3 small very light scratches.
The second time he found 6 long deep scratches. I wonder if they treat others the way they treated me. I would like a print out of the many calls I made from May to August 2016.
I was also told that someone would call me.Never happened.Thank you,[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.Regards,
First of all it was a template and standard response, and still the question remains why are they selling the service and only using a recorded message, to respond. Also due to the fact that the service is flawed and they have over sold and lied about it, I still request the refund of the amount stated. They have not answered any questions and have not responded with any factor of good faith, I want a written record of what and how they are going to fix there problems. I still feel since I was lied too and the service is a scam I want a refund.
Thank you for your time.
[redacted]
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 requested a full refund because he...
was unable to successfully activate a Jitterbug Flip cell phone due the coverage availability in the requested service area.
We appreciate the opportunity to respond to [redacted] complaint and have completed a review of his GreatCall account.
Our records show that [redacted] was unable to activate the Jitterbug Flip phone and spoke with our Technical Support on 5/6/2016. At that time, our Technical Support representative followed up with our network partner, [redacted], and confirmed that there is moderate coverage at the service address. Wireless service providers determine available coverage based on a percentage of coverage in a specified zip code, but are unable to determine exact coverage limits at a specific location.
We understand [redacted] frustration with the inability to successfully activate the Jitterbug Flip cellphone and as such, GreatCall will issue a full refund for the original order and clear the monthly service balance generated on 4/25/2016. The refund will be issued and the balance will be cleared within 21 days of the phone being received in our warehouse. GreatCall is unable to refund [redacted] for any return shipping costs as these charges were not collected by GreatCall.
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]
Greatcall is telling lies. I told "[redacted]" (I wrote his name down when I ordered the cell phone) that if I could not have my same cell phone number I had for 30 years with [redacted] I would not order the phone. He told me of course I could get the same number and when I was ready to call Greatcall and they would handle the entire transaction for me to switch from [redacted] to Greatcall. Also I never, never, ever allow any company to automatically put charges on my account on an ongoing basis. I agreed to have the original charge for the cell phone for $208.02 charged to my account. When I received my statement from my Credit Card Company and saw that another $29.78 was charged, I immediately called to complain and ask why I was being charged when I had not activated the cell phone and that is when I was given that small credit. I did not speak further to the lady on the phone because I could not hear her. She said raise the volume and I told her I had already done that and I still could not hear her. That is why I asked to return the phone and get a refund by email. If they record the phone calls they receive then I want to hear where they say I never asked for my same cell phone number and to have it transferred from [redacted]. Also when a person gives permission to allow automatic charges to their charge account, a signed agreement has to be sent to the Credit Card Company - Where is that document ???? Because Greatcall is trying to intimidate me, I will not back down. What is their problem, I never used the phone, I never activated the phone, so why is it so important to them to keep $263.46 from a senior citizen living on a limited budget. Does it make the company feel more powerful ??? Now I will contact [redacted] and [redacted] because they are advertising Greatcall not only in [redacted] magazines, but on the [redacted] channel to try to get more seniors to buy their service. They do not say one word about having to return the cell phone in 30 days if a customer wants to return it.
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]Account [redacted]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 reported that his father's...
Splash device did not work as described and has requested that GreatCall refund the cost of two month's service charge.
We appreciate the opportunity to respond to [redacted] complaint and have completed a review of his account. We have determined that the account was established on 12/10/2014 with the purchase and activation of a GreatCall Splash device.
On 12/27/14[redacted] contacted Customer Service to active his recently received Splash device. Our agent assisted him by initiating the activation process; however, a test call to 5Star ERCC failed to successfully connect. Our agent was unable to resolve the test call issue and advised [redacted] to contact our Technical Support team for advanced troubleshooting to resolve the calling issue. Our records do not indicate that [redacted] completed the recommended follow-up with Technical Support.
On 12/30/14, [redacted] contacted Customer Service to update the address associated with the Service Contact, [redacted]. The account was updated per his request; however, our agent was unable to troubleshoot the activation issue at that time because the caller was not in possession of the device.[redacted] contacted Customer Service on 02/20/15 to advise that his father's device was still unable to connect to 5Star. Our agent was unable to resolve the reported issue through basic troubleshooting and the call was escalated to Technical Support. Our Technical Support agent completed advanced troubleshooting but was also unable to resolve the reported issue. At that time, a Warranty Replacement device was ordered and a credit for [redacted] February's invoice charges totaling $18.24 was applied to the account.
We regret [redacted] negative experience with the activation of his father’s device; however, we believe that we acted in good faith to resolve the reported problem. We have confirmed that [redacted] account was cancelled on 02/28/15 per his request. To prevent further escalation of this complaint, we have processed an additional refund totaling $17.99 for the charges incurred on January’s invoice. We wish to advise [redacted] to return the Warranty Replacement device that was provided to him on 02/20/15.
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] 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 show that Ms. [redacted] established her service on April 8, 2015 and that the account was closed on August 3, 2017, by an individual identifying themselves as [redacted] calling from phone number (257) 743-1744. All GreatCall customers are treated equally and fairly in accordance with the Terms and Conditions agreed to by activating and using our service. As outlined in the “Service Cancellation” section of the Terms and Conditions printed in the User Guide enclosed with every new order; “Although cancelations are effective immediately, we do not bill for partial months of service; therefore, you will be charged for the entire month of service.” We apologize for any inconvenience this situation may have caused. 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 requested that GreatCall refund her Service Activation Fee because...
she was unable to successfully activate the Jitterbug5 flip phone.
Our records indicate that the account was established on 1/11/2016. [redacted] was charged the Service Activation Fee of $35.00 plus tax, totaling $41.24. This fee is charged at the time the account is established so that a mobile service number can be obtained and registered on the network for use. Because [redacted] could not activate the Jitterbug5 flip phone, the account was cancelled per her request. [redacted] was advised at this time that a full refund would be issued within the next 14 working days. Our Customer Service quotes this time frame to allow for the charge to post prior to being reversed and takes into account weekends and holidays.
Our records show that on 1/19/2016, a full refund has been issued but may take three to five working days to post to [redacted]’s [redacted] card.
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. Ms. [redacted] has submitted...
a complaint on behalf of [redacted]. We appreciate the opportunity to respond to this complaint and have completed a review of the GreatCall account being referenced. Our records indicate that Ms. [redacted] established her account on February 23, 2016, with the direct order of a GreatCall Splash device. On June 9, 2016, Ms. [redacted] was sent a replacement device due to her dissatisfaction with the performance of the initial device. On July 6, 2016, per Ms. [redacted]’s request, her GreatCall account was closed. At the time of Ms. [redacted]’s request for cancellation she was outside of our standard 30-day return period as described in the Terms and Conditions section of the User Guide enclosed with the packaging of the device and as posted on our website, https://www.greatcall.com/legal/guarantee. Because this request was received well outside of the aforementioned 30-day return period, we have determined that no refund is merited. We apologize for any inconvenience this situation may have caused. 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 reported that as the Power of Attorney for [redacted] she...
should be allowed to request cancellation of GreatCall Service for [redacted].
Our records show that on 9/15/2015 we received the referenced Power of Attorney documentation and updated [redacted]’s account accordingly. On 9/20/2015, [redacted] called to ask billing questions that are password protected per Federal law.
On this call, [redacted] was unable to verify the account security information which was required to obtain the information that was being requested at that time. On 12/28/2015, an outbound collections call was placed to [redacted] and we made contact with [redacted]. Because [redacted] was unable to verify the account security information, the request for cancellation was denied at that time. The following day, 12/29/2015, a letter requesting cancellation was received from the billing address on record and the service was ended.
Although the service was ended on 12/29/2015, at that time, an unpaid balance of $49.90 was present on the account. The $49.90 balance represents the charges for the November and December billing. To date, this balance remains unpaid. Because the November and December billing charges were generated prior to the cancellation request received on 12/29/2015, GreatCall considers these charges to be due and payable. Payment can be remitted to the following address: GreatCall Payments, P.O. Box 4428, Carlsbad CA. 92018. The account number, [redacted] should be marked on the payment.
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]...
[redacted] has expressed her dissatisfaction with not being provided a free car charger with the purchase of her Jitterbug5 upgrade handset on November 10th, 2014 and has also requested that the 5Star Urgent Response service be added to her account at no additional cost. We have reviewed [redacted] calls to our Customer Service and have determined that no discussion of the car charger or the 5Star Urgent Response service took place during her conversation on November 10th, 2014. There was also no discussion about any other additional services that could be added to the new Jitterbug5 handset as [redacted] expressly stated that she wanted to maintain the absolute very lowest monthly rate plan available. [redacted] agrees to the upgrade purchase at $79.00 for the handset, $10.00 for shipping and any applicable taxes. [redacted] agrees to have these fees added to her next bill. Due to a system error, [redacted] has yet to be billed for the handset. [redacted] called back to our Customer Service on November 20th, 2014 and reported that the car charger for her previous model, the JitterbugJ, did not fit in the charging port of her new Jitterbug5 handset. The GreatCall representative advised [redacted] that free car chargers are not included with an upgraded handset as the cost of the handset was to be discounted from the standard pricing. To satisfy [redacted]’s complaint she is provided with a free car charger and free standard shipping, a total value of $34.99. [redacted] is also offered to convert her rate plan to a plan which includes the 5Star Urgent Response service and is offered a service credit equal to the value of the 5Star Urgent Response portion of the rate for the first month, which she declines. [redacted] states that had she known a free car charger would not be included with the purchase of the discounted Jitterbug5 handset, she would have simply purchased a new battery for her older JitterbugJ model handset. GreatCall regrets that we cannot accommodate [redacted]’s request to add the 5Star Urgent Response service at no additional cost to her monthly rate plan. As a courtesy, GreatCall will bill [redacted]’s account for the cost of a replacement battery in place of the cost of the upgrade handset. A $39.99 battery charge and a $10 shipping charge will be applied to [redacted]’s February 2015 invoice. This adjustment provides [redacted] with an additional $40.00 in savings. 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 and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. Ms. [redacted], an authorized user...
on the account, is dissatisfied because the account was not disconnected when she originally requested. We appreciate the opportunity to respond Ms. [redacted]’s complaint and have completed an audit of Mr. [redacted]’s GreatCall account. Mr. [redacted]’s account was established on January 26, 2016, with the activation of a retail purchased Lively Mobile. On February 25, 2018 Ms. [redacted] called in to ask why the account was still active. GreatCall advised Ms. [redacted] that we never received a previous request to cancel the service and that is why the account was still active. Ms. [redacted] requested the account be disconnected and GreatCall cancelled the account. Although GreatCall has no previous record of a request to disconnect, we will as a courtesy provide a refund for the last six months of service. A refund in the amount of $242.69 has been processed back to the card on file. GreatCall strives to provide the highest quality service available and we appreciate the feedback Ms. [redacted] provided. 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 are sorry to see that [redacted] does not trust that GreatCall would send her a pre-paid return label, but we can confirm that such label was in-fact mailed to [redacted] on 5/31/2016. Additionally, as we previously stated, because the phone could not be activated; GreatCall will issue a full refund and [redacted] will not be assessed the order restocking fee as incorrectly quoted by our Technical Support representative. We apologize for the miscommunication and have documented [redacted] account to reflect that a full refund should be issued. GreatCall cannot refund the return shipping charges incurred by [redacted] as she elected to send the return at her expense rather than wait for the pre-paid return label.
Refunds are issued within 21 days of the return being received in GreatCall’s warehouse. Such time is necessary to allow for delivery sorting, account notations and a refund request being submitted out Financial Processing department.
We apologize for any inconvenience this situation may have caused.
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 reported that GreatCall failed to disconnect her...
services after she reported that her handset had been lost in October 2012. She has requested a refund of service charges incurred after she reported her handset as lost and a discounted handset.
We appreciate the opportunity to respond to [redacted] complaint and have completed a review of her account. We have determined that her account was established on 10/13/2012 with the online purchase of a Jitterbug Plus handset. The cost of the initial order totaling $146.14 included the cost of the handset ($99), a one-time Service Activation Fee ($35), and applicable taxes ($12.14). Concurrently, [redacted] established a recurring ePayment linked to her [redacted] ending [redacted] to satisfy her monthly invoice charges.
We have also confirmed that on 07/06/2014, [redacted] emailed our Customer Service team to request a Jitterbug5 handset to replace her lost handset. On 07/08/2014, our Customer Service team sent a reply email advising [redacted] that the cost to upgrade to our Jitterbug5 handset would be $95.92 (the cost of the handset ($79), shipping ($10), and applicable taxes ($6.92)). She was also advised that because she previously established a recurring ePayment that our agent could process an order on her behalf; however, to protect her privacy and security, she would need to verify her full address on file and the last four digits of her [redacted] card on file. We have not record of receiving the requested account verification. As a result, an upgrade order was not processed and the account remained active and billing.
In August of 2015 our Financial Services team made several attempts to speak with [redacted] after we were unable to obtain payment of her July 2015 invoice due to an expired ePayment credit card. On 09/11/2015 [redacted] contacted our Customer Service to review the outstanding balance on her account. At that time, she reported that she previously called in October of 2012 to suspend her service when her handset was lost. Our agent reviewed her account and determined that there was no record of this reported call. At that time, a payment totaling $55.30 was processed to satisfy July and August's outstanding invoiced charged. Concurrently, she was offered a Jitterbug5 handset for $79 with free shipping. [redacted] declined the offer and was then offered an additional $25 credit on her account. She declined that second offer and per her request, the account was disconnected.
We regret [redacted]’s negative experience; however, we believe that we acted in good faith to assist [redacted] in replacing her misplaced handset. To prevent further escalation of this matter, a refund check totaling $82.90 will be mailed to [redacted] on 10/01/2015. The refund includes the costs incurred on invoices generated in 2015 during the months of June ($27.60), July ($27.65), and August ($27.65). We will also honor our previous discounted handset offer which includes a Jitterbug5 handset for $79 and free shipping. She should contact our Customer Service if she would like to process an order and re-establish her account.
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.
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. Mr. [redacted] is requesting a partial refund due to service being disconnected in the middle of the billing cycle. 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]’s monthly service billing cycle was from the 18th of the month to the 17th of the next month. Payments were collected using an automatic payment from a MasterCard credit/debit card within three business days after the closing of the bill cycle. Payments were processed in advance, or prepaid.We show that on 8/4/2015 a port-out request was finalized and the mobile service number was released to a new wireless service carrier. GreatCall Terms and Conditions state that a customer can request cancellation at any time and that they will not be charged for future months of service. GreatCall does not prorate monthly billing charges and as such, we cannot refund a partial monthly service charge. 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: Bori[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 requested...
a refund for a phone order outside of our standard 30-Day Return period.
We appreciate the opportunity to respond to [redacted] complaint and have completed a review of the GreatCall account opened under the name [redacted]
Our records show that the account was established on 6/2/2016, with the Jitterbug Flip cell phone. A review of the audio recording indicates that the order was placed by[redacted] and shipped to her address. During the course of placing the order, [redacted] was advised to follow up with our Customer Service for phonebook and porting support. [redacted] was advised to have a copy of the most recent cell phone bill for the service number being requested for porting.
Additionally, [redacted] was advised of our 30-Day Return policy; specifically that the account must be closed within 30 days, that the phone would need to be returned in like new condition with all original components and with less than 30 talk-time minutes used. Because the account was established to bill to a different party, the account security information could not be collected at that time. The order tracking information shows delivery of the order on 6/10/2016.
On 7/4/2016, [redacted] placed a call to request the porting of a mobile service number from a previous carrier to GreatCall. [redacted] was advised to have the account holder call us to setup the security information on the account and to designate any additional individual whom they grant access to make changes to the account. On 7/6/2016, [redacted] completed the account security setup and submitted information to facilitate the porting of a mobile service number from a previous carrier to GreatCall.
On 7/7/2016 and 7/11/2016, we attempted to contact [redacted], using his contact information that was supplied at the time of the order, to advise him that his previous carrier had rejected the port request because incorrect information was supplied. On 7/14/2016, a portion of the incorrect information was corrected. At that time, [redacted] was unsure of the required password/PIN on file with the previous carrier and was to call back with the missing information that the previous carrier required to be verified.
On 7/16/2016, the port-in request was timed-out and closed. On 7/25/2016, per [redacted]’s request, a new port-in request was submitted. On 7/26/2016, we attempted to contact [redacted] because the previous carrier again rejected the port request because incorrect information has been supplied. At that time, [redacted] provided updated information and the port-in request completed.
On 7/28/2016, the customer was correctly advised that phonebook entries could not be transferred from a previous phone to the Jitterbug Flip. As described on page 39 of the User Guide enclosed with the phone, phonebook entries can be managed by creating an online account at [redacted] manually entry directly on the handset or by calling our Personal Operators. On 8/8/2016, [redacted]’s account was closed with the port-out of the mobile service number to a new carrier. On 8/15/2016, [redacted] was advised by our Customer Service that the phone could not be returned for a refund because she was outside the aforementioned 30-Day Return period. As a courtesy, the August monthly service payment was refunded in full.
We apologize for any inconvenience this situation may have caused
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. Ms. [redacted]
disputes the billing being mailed to her by...
GreatCall on the basis that she did
not order the service.
We appreciate
the opportunity to respond to Ms. [redacted]’s complaint and have completed an audit
of her account.
We have
found that on 9/2/2015, a gentleman by the name of [redacted] called GreatCall
Customer Service to activate a used device for his mother, whom he identified
as being [redacted]. Because Mr. [redacted] was attempting to activate a used
device, GreatCall shipped Ms. [redacted] a new device and deferred the one-time
$35.00 service activation fee pending the collection of Ms. [redacted]’s billing information
(I.E. a valid credit or debit card). On 10/9/2015, GreatCall contacted Mr. [redacted]
by phone to advise him that the required billing information had not yet been
provided. On 10/14/2015, GreatCall once more contacted Mr. [redacted] and Mr. [redacted]
requested a one month credit because he had yet to setup the device for his
mother’s use. As a courtesy, and because Mr. [redacted] gave no indication that the
service was to be cancelled, a one month service credit was applied. On
11/10/2015, the GreatCall Splash device was returned with no information or
authorization from GreatCall. On 11/13/2015, a GreatCall representative placed
a call to [redacted] and the account was cancelled per [redacted]’s request.
As a one-time
courtesy, because the device was not activated and was returned, GreatCall has
agreed to clear the balance from Ms. [redacted]’s account. As to prevent future
occurrences of this nature from taking place, GreatCall strongly recommends
that Ms. [redacted] speak to her son and request that he refrain from ordering
services in her name for which he has no intention of paying. GreatCall also
wishes to advise Ms. [redacted] that she could have immediately contacted us upon
receiving the GreatCall package and thus could have prevented the prolonged resolution
of the above referenced issue.
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.
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...
requested a refund for two months of service.
We appreciate the opportunity to respond to [redacted] complaint and have completed a review of her GreatCall account.
Our records show that on 4/23/2016, our Customer Service received a call from a [redacted] in regards to [redacted] account. At that time, [redacted] requested information related to transferring [redacted] service number to a new carrier. The information requested was provided to [redacted] and the account was left open and active because no request for cancellation was received. Additionally, because [redacted] expressed his intention to transfer the service number to a new carrier, the phone service needed to remain active.
On 8/8/2016, [redacted] placed a call to our Customer Service to request the cancellation of her account. Per her request, the account was closed. As a courtesy, the July service charges were refunded to [redacted] card ending [redacted]. Because the responsibility to request cancellation of service lies with the customer and because no request for cancellation was received until August of 2016, GreatCall denied [redacted]’s request for a refund of the May 2016 and June 2016 service charges. On 8/10/2016, as a one-time courtesy, an additional refund of $18.57 has been issued to [redacted] ending [redacted]. No further refunds are merited.
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 that Jitterbug OneTouch handsets are no longer supported by GreatCall for reactivation or swap. [redacted] also reports that after his phone was repaired his phone received software updates and no longer saves programmed numbers.
We appreciate the opportunity to respond to [redacted]’s complaint and have reviewed his response received 1/20/2015
GreatCall continues to provide phone service to existing customers with functioning OneTouch handsets. However GreatCall cannot activate or swap any OneTouch handsets on any new or existing lines of service.
In [redacted]’s response he states that his OneTouch handset was not functioning and was repaired by a third party repair shop. Although GreatCall uses the Samsung SPH-A110 handset, the software installed on the GreatCall OneTouch handset is proprietary and cannot be altered or duplicated to retain functionality.
In response to [redacted]’s claim that an update was sent by GreatCall to his handset, on March 9, 2011, due to system upgrades, some functionality is no longer available for Jitterbug Original (GEN 2) handsets including the OneTouch model. This means GreatCall’s systems can no longer update a customer’s GEN 2 handset via SMS or through the Support Center.
We regret that [redacted] feels that our current handset cannot satisfy his needs. Our current handset the Jitterbug5 does offer speed dialing and is now capable of using our 5Star Emergency Response Service with a dedicated button. Paired with 5Star is Link which allows authorized persons to:
• View the 5Star subscriber’s location on a map
• See a list of recent activities
• Check the power level of device
• Get notifications when a call is made to 5Star Urgent Response
(Via smartphone app or the Link website)
To prevent further escalation in this matter GreatCall would like to extend our offer for a free upgrade handset and restore service to his account. He can choose any color of the new Jitterbug5 handsets available. Additionally GreatCall would like to offer [redacted] one month free service of our GoPlan 29 which will continue to give him 200 anytime minutes and access to our 5star and Link service. If [redacted] accepts this offer and contacts customer service at [redacted] on or before February 15, 2015 he can reactivate his account and retain his phone number. However if the offer is accepted after the aforementioned date he will be charged a new activation fee, $35.00 + applicable taxes, and a new phone number will have to be issued. In both scenarios [redacted] would be responsible for applicable taxes.
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.
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 do see these credits to my card which, but so far do not see requested refund for the purchase of phone and service which totals to $16223.3723.3020.38Thank you for your help and helping other consumers
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 am a retired 71 yr old lady on a budget. I thought I was getting a phone that would be easy to use. I found out the signal was not strong enough for out of town and the battery had to be charged every 24 hrs. I travel and need it for emergency. That is the reason Icancelled within to the 30 day free trail. I know that I did not damage it. The first time they returned it, I had a young friend look at it and finally found 3 small very light scratches.
The second time he found 6 long deep scratches. I wonder if they treat others the way they treated me. I would like a print out of the many calls I made from May to August 2016.
I was also told that someone would call me.Never happened.Thank you,[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.Regards,
First of all it was a template and standard response, and still the question remains why are they selling the service and only using a recorded message, to respond. Also due to the fact that the service is flawed and they have over sold and lied about it, I still request the refund of the amount stated. They have not answered any questions and have not responded with any factor of good faith, I want a written record of what and how they are going to fix there problems. I still feel since I was lied too and the service is a scam I want a refund.
Thank you for your time.
[redacted]
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 requested a full refund because he...
was unable to successfully activate a Jitterbug Flip cell phone due the coverage availability in the requested service area.
We appreciate the opportunity to respond to [redacted] complaint and have completed a review of his GreatCall account.
Our records show that [redacted] was unable to activate the Jitterbug Flip phone and spoke with our Technical Support on 5/6/2016. At that time, our Technical Support representative followed up with our network partner, [redacted], and confirmed that there is moderate coverage at the service address. Wireless service providers determine available coverage based on a percentage of coverage in a specified zip code, but are unable to determine exact coverage limits at a specific location.
We understand [redacted] frustration with the inability to successfully activate the Jitterbug Flip cellphone and as such, GreatCall will issue a full refund for the original order and clear the monthly service balance generated on 4/25/2016. The refund will be issued and the balance will be cleared within 21 days of the phone being received in our warehouse. GreatCall is unable to refund [redacted] for any return shipping costs as these charges were not collected by GreatCall.
We apologize for any inconvenience this situation may have caused.
Best Regards.