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] was dissatisfied with the 30-day...
return policy.
We appreciate the opportunity to respond to [redacted] complaint and have completed an audit of his GreatCall account.
Our records show that [redacted] account was established on 9/30/16 with the direct purchase of a Jitterbug Flip phone.
On 10/6/16 [redacted] called to activate his phone and after several tries, it was determined that the phone needed to be charged. [redacted] was instructed that once the phone was charged to try activation outside as the phone requires a strong signal for activation. Our agent also informed [redacted], that if the phone did not activate we could send a pre-activated phone for him.
On 10/7/16 [redacted] and [redacted] called to activate. They indicated that the phone displayed no service and asked for the pre-activated phone previously mentioned. During the process of procuring a pre-activated phone, the statement was made that this phone is not going to work for them and they are going to cancel the account, the agent gave the information on how to return.
On 10/10/16 [redacted] called to cancel and wanted a full refund. Our representative explained the 30-day return policy and since there was no indication that there was poor signal strength in [redacted] area could not guarantee a full refund.
GreatCall’s 30-day return policy listed under the Terms and Conditions section of the User Guide that is packaged with the phone, states that the phone can be returned within 30-days for any reason for a refund, less the non-refundable $10.00 shipping fee and a $10.00 restocking fee. In the instance, where there is not adequate service in a person’s area, a full refund will be given.
Although the service quality for [redacted] area was not determined, based on the information in this complaint, GreatCall will process a full refund, 21 business after the return receipt of the phone.
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, this letter is submitted in response to the above-referenced complaint. [redacted] claims that GreatCall has not refunded the charges associated with ordering service that was unavailable for use...
in her service area.We appreciate the opportunity to respond to [redacted] complaint and have completed an audit of her GreatCall account. Our records show that on 7/21/2015 [redacted] placed an order with GreatCall for a red Jitterbug5 flip phone. The order consisted of the Jitterbug5 flip phone ($99.00); a service activation fee ($35.00); and applicable taxes/fees ($11.83) for a total of $145.83. The payment was collected using a [redacted] credit/debit card ending in 4336.In reviewing [redacted] account we have determined that she was unable to activate the initial phone shipped to her. On 7/29/2015, a replacement phone was shipped to [redacted]. Unfortunately, [redacted] was unable to activate the replacement phone. GreatCall understands that wireless service coverage can vary from location to location and that wireless coverage can be adversely affected by several factors including (but not limited to) geographical landscape, building materials and cell tower proximity. On 8/7/2015 it was determined that [redacted] could not activate service due to insufficient wireless coverage in her area through our network partner. [redacted] returned both phones to GreatCall. The original phone ordered was checked in to our warehouse on 8/17/2015; however, since a replacement phone had been shipped no refund was due at that time. On 9/2/2015, the replacement phone was checked into our warehouse and a refund request was submitted to our Financial Processing department. Our records show that the following refunds have been issued:$134.43 refunded to [redacted] ending in 4336 on 9/17/2015 for the original order, less the $10.00 restocking fee and applicable taxes, as outlined in our 30 day return policy.$24.47 refunded to [redacted] ending in 4336 on 9/17/2015 for the monthly service fee.$11.40 refunded to [redacted] ending in 4336 on 9/21/2015 for the equipment restocking fee as a one-time courtesy.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]
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. David Weitz has requested that his closing balance be...
cleared because he processed a rate plan change.
We appreciate the opportunity to respond to [redacted] complaint and have completed a review of his GreatCall account.
Our records show that [redacted] was subscribed to our Unlimited calling plan for the 2/17/2016 to 3/16/2016 billing period. Had [redacted] changed his rate plan prior to 3/16/2016, the retroactive change would have resulted in overage charges on the following month’s bill. We apologize that our Customer Service representative did not offer to credit the difference at the time of the request by phone.
The closing balance of $38.48 has been cleared from the account and the bill mailed to [redacted] can be disregarded. Should [redacted] wish to reinstate his service, our Customer Service can re-enable service to the Jitterbug5 handset.
We apologize for any inconvenience this situation may have caused.
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]’ complaint and have completed a review of his GreatCall account. Our records show that Mr. [redacted]’ monthly billing period ends on the 21st of each month. Billing is mailed to the address on record within two business days after the 21st of each month. Additionally, billing can be viewed by Mr. Senyovics through his www.mygreatcall.com account. Should Mr. [redacted] require any assistance with accessing his billing online, we suggest that contacts our Customer Service at 1-800-733-6632. Although mail delivery through the Unites States Postal Service is outside of our control, we apologize for any inconvenience this situation may have caused.Best Regards.
Re: Nanci Dean_ 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 expressed dissatisfaction with her GreatCall experience....
She has reported that she received two (2) defective handsets and disputes any evaluation determination that would suggest that she damaged the handsets. Furthermore, she disputes the excessive airtime minute usage reported on her June 2015 invoice. [redacted] has requested a refund of $150 for the cost of two (2) replacement handsets.
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 by [redacted] on 11/11/2014 with the purchase and activation of two Jitterbug5 handsets. The cost of the initial sales order totaling $263.68 included the cost of two Jitterbug5 handsets ($99/each), a one-time service activation fee ($35), a non-refundable shipping charge ($10), and applicable taxes, ($20.68). During the activation process, two lines of service were established on our Minutes-Only Plan which includes 200 airtime minutes per line of service per bill cycle for $19.99 per line of service.
On 02/13/2015, [redacted] contacted our Customer Service to report that she was unable to place calls from her handset. Our agent completed a test call to [redacted]'s handset and confirmed that the handset worked correctly. On 06/13/2015 [redacted] contacted our Customer Service to report that her handset's speaker was not working. Her reported issue was escalated to a supervisor at which time [redacted] requested that GreatCall provide her with a warranty replacement handset. She was advised that per our Warranty Replacement policy she would need to return the defective handset for evaluation and that she would be charged if our evaluation determined that the reported issue was not covered by the manufacturer's warranty. [redacted] agreed to the terms of our established warranty replacement policy and per her request, an order for a warranty replacement handset was processed.
On 06/19/2015 [redacted]’s replacement handset was activated during her follow-up call to our Customer Service. A $15 Courtesy Credit was also applied to the account to compensate [redacted] for time that she was unable to use her service. At that time, a return shipping label was requested to recover the defective handset. On 07/21/2015 [redacted] contacted our Customer Service to report that her replacement handset would not power on. Our agent completed advanced troubleshooting and determined that based on the Liquid Damage Indicator in the phone, that the reported issue is likely the result of liquid damage to the handset. A second warranty replacement handset is provided and [redacted] is again reminded of the terms and conditions of our Warranty Replacement policy. The call is escalated to a supervisor where [redacted] expressed her dissatisfaction with her warranty replacement handset but agrees to the terms and conditions of our Warranty Replacement policy.
We have also reviewed the excessive airtime minute usage associated with [redacted]’s line of service. Our Financial Services team contacted [redacted], the primary account holder, on 05/28/2015 to advise her of the pending charge for excessive airtime minute usage on [redacted]'s line of service. Per her authorization, the rate plan on [redacted] line of service was changed to our Minutes-Only Plan with 800 airtime minutes per bill cycle for $29.99 to prevent the estimated excessive usage charges. Unfortunately, by the close of her bill cycle, she had also exceeded the 800 airtime minutes included in her new rate plan. As a result, their June 2015 invoice totaling $152.03 included $85.40 in excessive usage charges. This included 244 excessive airtime minutes @ $0.35/minute and $0.10 for one picture message.
We regret [redacted]’s negative Customer Service experience. We have confirmed that [redacted] was not charged for the two warranty replacement handsets that have been provided to her. Also, we believe that we acted in good faith to assist [redacted] in preventing excessive usage fees. Upon receipt of this complaint, we have made multiple unsuccessful attempts to speak with [redacted] to address her concerns and resolve any outstanding issues she may have with her current handset. We kindly request that she contact our Customer Service at her earliest convenience so that we may assist her in resolving any outstanding issues or concerns.
Lastly, we wish to advise [redacted] that terms and conditions of our established Warranty Replacement policy are outlined in our User Guide which was included with her handset. The User Guide is also available electronically online at GreatCall.com at: Learning Center > Jitterbug5 > User Guide.
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.
First of all, this company is a terrorist organization. They do not follow the Federal Patriot Act nor any HIPPA regulations. They lied to your as Revdex.com authorities that they had not charged my credit card for 12/15-15 through 1-15-16 when I am looking at the charge on my [redacted] as I type this information. When I called them they would not deny that they had, but stated "as a courtesy will be credit your account and send you an email confirmation that we did so," per [redacted] (refused to give last name in violation of the Federal Patriot Act and HIPPA since this involves health-related emergency service which they rarely responded to and my mother-in-law died causing us to cancel their so-called service.
We cancelled on December 2, 2015 and then they kept the service going we called and cancelled again on December 23, 2015. They are totally incompetent, ignorant, terroristic, lying, deceitful people who should be investigated for fraud by the state, local, and federal governmentsRegards,[redacted] First of all, this company is a terrorist organization. They do not follow the Federal Patriot Act nor any HIPPA regulations. They lied to your as Revdex.com authorities that they had not charged my credit card for 12/15-15 through 1-15-16 when I am looking at the charge on my [redacted] as I type this information. When I called them they would not deny that they had, but stated "as a courtesy will be credit your account and send you an email confirmation that we did so," per [redacted] (refused to give last name in violation of the Federal Patriot Act and HIPPA since this involves health-related emergency service which they rarely responded to and my mother-in-law died causing us to cancel their so-called service. We have received no confirmation nor credit as she promised.
We called again cancelled againb on December 2, 2015 and then they kept the service going we called and cancelled again on December 23, 2015. They are totally incompetent, ignorant, terroristic, lying, deceitful people who should be investigated for fraud by the state, local, and federal governments.
Hello,Please see the below response for complaint [redacted] GreatCall OperationsRe: [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 requested the detailed reports that itemize the usage of her Jitterbug
Touch3 handset.GreatCall
appreciates the opportunity to respond to [redacted] complaint and have
completed an audit of her account. Our records
show that [redacted] account was established on 8/12/2015 with the web
activation of her handset. At that time, [redacted] selected our Minutes Only
Plan: 400, which allows for 400 airtime minutes monthly. As a courtesy, in the
first month GreatCall advances the customer an additional group of minutes equal
to what is subscribed to as a welcome period. [redacted] also received an
additional 25 airtime minutes for activating her service using our website.
Because of the advanced, earned and paid minutes issued; [redacted] had 825
airtime minutes available for the monthly billing cycle of 8/13/2015 to
9/12/2015. We see that on 9/10/2015, a call was placed to [redacted] by a
GreatCall representative and a voicemail message was left on her Jitterbug
Touch3 handset to advise her that she had exceeded her available minutes and at
that time we recommended that she contact our Customer Service prior to
9/12/2015 to update her monthly service rate plan to allow for more usage. On
9/12/2015, [redacted] monthly billing closed and a total of 1,322 airtime
minutes were used. In addition to her monthly service rate plan, [redacted] was
billed the overage rate of $0.35 per minute for each minute over the
aforementioned 825 minutes that were available.
On
9/18/2015, Per [redacted] request, her GreatCall account was closed. Attached
to our response are the requested detailed usage reports for the billing
periods of 8/13/2015 to 9/12/2015 and 9/13/2015 to 10/12/2015. Additional
printed copies will be mailed to the billing address on record. We apologize
for any inconvenience this situation may have caused.
Best Regards.
[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. Or records indicate that Mr. [redacted] established service on October 13, 2008. Recently, on July 24, 2017, Mr. [redacted] contacted our Customer Service by phone to change his monthly service rate plan. The change was confirmed by email on July 26, 2017. Should Mr. [redacted] have future need to change his monthly service rate plan he should contact our Customer Service at 1-800-733-6632, between 6am and 7pm pacific time, Monday through Saturday. All calls are answered in the order that they are received. Additionally, Mr. [redacted] can submit requests for changes in his service to us by email at [email protected]. Email correspondence is typically responded to within two business days. We apologize for any inconvenience this situation may have caused. Best Regards.
Re: [redacted] [redacted] [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 a refund.
We appreciate the opportunity to respond to [redacted]’s complaint and have completed a review of his GreatCall account.
GreatCall canceled [redacted]’s accounts per his email request on 9/10/16. If [redacted] had emailed his need for a replacement, we would have been able to process that request. Call times can very and we answer calls in the order that they are received, we do offer other options to reach us, such as email, if a customer is unable to hold. GreatCall has determined that no refund is due.
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 and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. Mr. [redacted] was dissatisfied with GreatCall’s data...
usage measuring.We appreciate the opportunity to respond to Mr. [redacted]’s complaint and have completed an audit of his GreatCall account. Mr. [redacted]’s account was established on 9/18/17, with the direct purchase of two Jitterbug Smart cell phones. Mr. [redacted] choose the 600 minutes with 300 text messages and 100MB data for his service plan for both phones. The phones were delivered and activated on 9/25/17 Mr. [redacted] ported in his cell phone numbers from a previous carrier and the port in completed on 9/26/17. On 10/12/17, GreatCall sent a usage notification to phone number 9[redacted], advising that the available data, 10240, had been used and to call GreatCall to avoid overage charges. Mr. [redacted] called GreatCall this same day, we explained that he had exceeded the allowed data and recommended he change to a higher plan to cover the overage. He agreed to change to 200MB, for $5 more and the change was made. We advised Mr. [redacted] that he could set a data limit, that he should close internet tabs when done, so that they are not running in the background using data and that he should add his Wi-Fi account to the phone. On 10/13/17, Mr. [redacted] called to cancel his account due to data usage. We offered to assist with setting the data limit and adding his Wi-Fi, but Mr. [redacted] declined. The account was closed and the return information provided.The Jitterbug Smart cell phone, like other Android smart phones, requires a data plan to access the internet. Whenever a user is connected to the internet, they will be using data, unless they are connected to Wi-Fi. GreatCall measures data usage by Kilobytes, like other cell phone providers and is an industry standard for measurement, there are 1024 Kilobytes in a Megabyte. We apologize for any inconvenience this situation may have caused.Best Regards.
On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint. [redacted] has responded with the information necessary to locate the records for GreatCall subscriber [redacted]. [redacted] was previously asked to contact our Customer Service as he had not provided the necessary information to locate the records in question.
Our records show that [redacted] initially established service with GreatCall on 1/11/2014 with the activation of a Jitterbug cell phone purchased from a retail location. On 2/10/2016, a GreatCall Splash device was ordered directly from GreatCall and shipped to [redacted].
Beginning in May 2016, [redacted] reported that the GreatCall Splash device was not holding a charge for an acceptable period of time. Our Customer Service and Technical Support conducted the proper troubleshooting steps to assist [redacted] and a Warranty Replacement order was submitted on 5/19/2016. Typically, when a handset or device is deactivated as part of a troubleshooting or replacement process, our representatives are required to inform the customer of the device/handset status that is in their possession. We apologize if this information was not provided to [redacted] at the time that a replacement device order was submitted. Our Quality Assurance team will review this call and provide any necessary feedback to the representative who handled this call from [redacted].
On 5/27/2016, [redacted] placed a follow-up call to our Customer Service to check on the status of the replacement. At that time, [redacted] was advised that a technical problem had prevented the processing of the replacement order. [redacted] was connected with a Customer Service Supervisor who attempted to address [redacted]’s concerns. We show that during this call, [redacted]’s account, including all the associated services, was closed. Our Quality Assurance team will review this call and provide any necessary feedback to the representatives who handled this call from [redacted].
On 5/29/2016, [redacted] placed another call to our Customer Service to ask why the cell phone service was disconnected. Our Customer Service representative explained that the service was disconnected during [redacted]’s previous conversation with GreatCall. At that time the Jitterbug cell phone service was reconnected. On 6/7/2016, the cell phone service number was transferred to a new carrier and [redacted]’s account was closed.
We wish to advise [redacted] that GreatCall strives to provide the highest level of Customer Service possible and are disappointed to see that we could not resolve [redacted]’s problem in a more efficient manner. As requested, the closing balance on the account has been cleared and [redacted] can disregard any notices requesting payment that are dated prior to 7/1/2016. We will take the necessary steps to review [redacted]’s calls to GreatCall regarding this situation and will provide any appropriate feedback to our representatives that we determine to be necessary.
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.I do not accept the decision made by GreatCall. The service is marketed to seniors for ease of use. Issue after issue has been reported to the company regarding the use of phone, faulty product, etc. In addition, seniors are often the victim of unwanted calls from solicitors. In attempt to block these calls, I made a call to the provider and was informed the product did not have the capacity to block numbers! This is an outrage.
Cell phones in this day and age all provide the opportunity to block numbers. This phone does not have the technical capability, information I was not provided upon sale. Many Non-truths were stated to me by the original sales representative at time of purchase. If I had been given accurate and honest information, this product would have never been purchased. Marketing, and sales techniques are fraudulent. I demand my purchase price of the cell phone given the phone cannnot be used with any other provider, and it is faulty, needing the battery to be pulled from the unit multiple times to restart the service. Regards,[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] is stating his phone does...
not work and he would like one that does.
We appreciate the opportunity to respond to [redacted] complaint and have completed an audit of his GreatCall account.
Our records show that [redacted] account was established on 5/20/16 with the activation of a retail purchased Jitterbug Smart phone. [redacted] ported in his phone number from another carrier on 5/23/16 and on 6/16/16 we communicated with him via email that his profile for the 5Star service was 100% completed. On 10/11/16, [redacted] called our customer service reporting an issue, he was not able to get to the phone section. Our agent preformed basic troubleshooting and the phone was working properly. GreatCall received an email correspondence on 11/28/16 regarding the same issue previously stated. We replied with the request to call our customer service for troubleshooting. We received another email on 11/30/16 and again requested that he call us. There is a 48-72hour turnaround time for email response.
We have reviewed the usage on [redacted]’s phone and are showing inbound and outbound calls on 12/1/2016, this would indicate that the phone is working. [redacted]’s Jitterbug Smart phone is under warranty, if he is still having issues and can use a family or friends phone to call us, [redacted] between the hours of 6am and 6pm Pacific Time, we can assist with his issue or if it is a manufacture defect, the phone can be replaced.
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] was dissatisfied...
with an application he had and couldn’t use. Also the cost to upgrade his phone was more than a retailer’s sale price and he did not get a free car charger.
We appreciate the opportunity to respond [redacted] complaint and have completed a review of his GreatCall account.
Our records show that [redacted] called our customer service on 7/1/16 to report issues with his voice mail application on his original Jitterbug Dial phone that he purchased on 12/31/07. Our agent explained that with the newer software, his current phone was not capable of receiving the necessary update for the voice mail to work and a $9.00 credit was applied to the account for the 3 months of voice mail service.
The agent advised [redacted] that he would need to upgrade his phone if he wanted the voice mail feature and could do so for $79.99 plus $10.00 for ground shipping or $20.00 for expedited shipping as well as any applicable taxes. [redacted] stated that he saw the phone at [redacted] for $75.00 and the agent advised that [redacted] could purchase the phone from [redacted] and instructed him to call us when he has the phone so we could activate with his current phone number.
Although the voice mail feature did not work, the phone was still able to make and receive calls at this time. [redacted] called again on 7/1/16 with the newly purchased Jitterbug Flip and our agent activated the phone with his existing number.
The retail price of GreatCall’s current model phone, the Jitterbug Flip, is $99.99 and we offer our existing customers a $20.00 discount when purchasing an upgrade from GreatCall. GreatCall is not responsible for setting prices at retail stores. Retailers are provided a suggested retail price, but are free to charge any amount they see fit. Additionally, the free car charger mentioned on the box will automatically ship to [redacted] in 2-4 weeks.
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 and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. [redacted] has reported an unauthorized...
charge for service and is requesting a refund.
We appreciate the opportunity to respond to [redacted] complaint and have completed a review of her GreatCall account.
Our records indicate that [redacted] subscribed to our 5Star Emergency Response service with an automatic payment requirement on 2/12/2013. Recently, [redacted]’s credit or debit card on file expired and [redacted] failed to provide GreatCall with updated billing information or any notice of her intent to cancel service. GreatCall’s newest billing system automatically queries for new banking information and should the card issuer recognize the merchant requesting the update as having previously been setup for automatic billing, then the card issuer will provide the updated expiration date to the requesting merchant.
As a result of receiving the updated information GreatCall collected a past due balance of $46.00 on 5/13/2016. Such balance represents service availability between 4/13/2016 and 6/12/2016. Because [redacted] cancelled her account on 5/13/2016, GreatCall will refund $26.00 which represented service for 5/13/2016 to 6/12/2016. As a reminder, it is common courtesy to notify a service provider when a customer wishes to end a business relationship as most service providers do not immediately stop service because of a past due balance.
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]
I stand behind my original complaint. I complain NOT for myself but for other elderly people. I am suggesting that many older people get Great Call because of its "health Alert" apps. and with that being okay, they don't mind being charged extra for data usage. My data usage with sprint, Verizon and then with Great Call were accurate. I've never exceeded data usage except with Great Call! Never! In order to curtail data usage, Great Call was advising me that I had to basically change my habits; I habitually leave my computer on sleep; I leave games on, etc. They wanted me to begin logging off of everything and shutting down my computer at night -- these are things I am just too dang old to do. And, too ornery, too. I still maintain that IDF Great Call is going to patronize and solicit business from old people, then they shouldn't expect them to change their entire lives. I just got my new Verizon bell and I have used almost no data! The cast is closed as far as I am concerned. If Revdex.com is okay with old people getting shafted, then I am sure the FCC and everyone else is also.
(“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint.
Mr. [redacted] has expressed his dissatisfaction that he was unable to activate a replacement handset. Mr. [redacted] has requested a cancellation of his service and a refund of the costs associated with his replacement handset.
We appreciate the opportunity to respond to Mr. [redacted]’s complaint and have completed a review of his account. We have determined that Mr. [redacted]’s account was established on 10/06/12 with the purchase and activation of a Jitterbug J handset. Mr. [redacted] contacted Customer Service on 10/23/14 to report that his handset was lost. Per her request, an order for an upgraded Jitterbug5 handset ($79) with standard shipping ($10) was processed and billed to his account. The billed charges were scheduled to appear on his November 2014 invoice.
On 10/29/14, Mr. [redacted] contacted Customer Service for assistance activating his Jitterbug5 handset. Our agent determined that there was insufficient coverage in his immediate area to support the activation of his upgraded handset. Mr. [redacted] disconnected the call prior to allowing our agent to offer a solution to his activation issue.
We have confirmed that due to changes in the available coverage area provided to GreatCall by our carrier partner(s), we regret to inform Mr. [redacted] that GreatCall is unable to activate new handsets in his immediate service area.
To prevent further escalation of this matter, on 10/31/14, a GreatCall Customer Satisfaction Specialist contacted Mr. [redacted] by phone to convey our apologies. GreatCall has informed Mr. [redacted] that his account is now closed and that no further charges would be applied to his credit/debit card on file. Furthermore, GreatCall has assured Mr. [redacted] that the charge for the handset which he could not activate has been removed from his billing record and will not be charged to his credit/debit card on file.
We apologize for any inconvenience this situation may have caused. Pending the receipt of Mr. [redacted]’s Jitterbug5 handset, we will 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. Mr. [redacted] was dissatisfied with the 30-day...
return policy.
We appreciate the opportunity to respond to [redacted]’s complaint and have completed an audit of his GreatCall account.
Our records show that [redacted]’s account was established on 9/30/16 with the direct purchase of a Jitterbug Flip phone.
On 10/6/16 [redacted] called to activate his phone and after several tries, it was determined that the phone needed to be charged. [redacted] was instructed that once the phone was charged to try activation outside as the phone requires a strong signal for activation. Our agent also informed [redacted], that if the phone did not activate we could send a pre-activated phone for him.
On 10/7/16 [redacted] and [redacted] called to activate. They indicated that the phone displayed no service and asked for the pre-activated phone previously mentioned. During the process of procuring a pre-activated phone, the statement was made that this phone is not going to work for them and they are going to cancel the account, the agent gave the information on how to return.
On 10/10/16 [redacted] called to cancel and wanted a full refund. Our representative explained the 30-day return policy and since there was no indication that there was poor signal strength in [redacted]’s area could not guarantee a full refund.
GreatCall’s 30-day return policy listed under the Terms and Conditions section of the User Guide that is packaged with the phone, states that the phone can be returned within 30-days for any reason for a refund, less the non-refundable $10.00 shipping fee and a $10.00 restocking fee. In the instance, where there is not adequate service in a person’s area, a full refund will be given.
Although the service quality for [redacted]’s area was not determined, based on the information in this complaint, GreatCall will process a full refund, 21 business after the return receipt of the phone. We apologize for any inconvenience this situation may have caused.
Best Regards.
To prevent further escalation of [redacted] complaint we have cleared her balance in full.
Thank you,
GreatCall Customer Satisfaction
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] was dissatisfied with the 30-day...
return policy.
We appreciate the opportunity to respond to [redacted] complaint and have completed an audit of his GreatCall account.
Our records show that [redacted] account was established on 9/30/16 with the direct purchase of a Jitterbug Flip phone.
On 10/6/16 [redacted] called to activate his phone and after several tries, it was determined that the phone needed to be charged. [redacted] was instructed that once the phone was charged to try activation outside as the phone requires a strong signal for activation. Our agent also informed [redacted], that if the phone did not activate we could send a pre-activated phone for him.
On 10/7/16 [redacted] and [redacted] called to activate. They indicated that the phone displayed no service and asked for the pre-activated phone previously mentioned. During the process of procuring a pre-activated phone, the statement was made that this phone is not going to work for them and they are going to cancel the account, the agent gave the information on how to return.
On 10/10/16 [redacted] called to cancel and wanted a full refund. Our representative explained the 30-day return policy and since there was no indication that there was poor signal strength in [redacted] area could not guarantee a full refund.
GreatCall’s 30-day return policy listed under the Terms and Conditions section of the User Guide that is packaged with the phone, states that the phone can be returned within 30-days for any reason for a refund, less the non-refundable $10.00 shipping fee and a $10.00 restocking fee. In the instance, where there is not adequate service in a person’s area, a full refund will be given.
Although the service quality for [redacted] area was not determined, based on the information in this complaint, GreatCall will process a full refund, 21 business after the return receipt of the phone.
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, this letter is submitted in response to the above-referenced complaint. [redacted] claims that GreatCall has not refunded the charges associated with ordering service that was unavailable for use...
in her service area.We appreciate the opportunity to respond to [redacted] complaint and have completed an audit of her GreatCall account. Our records show that on 7/21/2015 [redacted] placed an order with GreatCall for a red Jitterbug5 flip phone. The order consisted of the Jitterbug5 flip phone ($99.00); a service activation fee ($35.00); and applicable taxes/fees ($11.83) for a total of $145.83. The payment was collected using a [redacted] credit/debit card ending in 4336.In reviewing [redacted] account we have determined that she was unable to activate the initial phone shipped to her. On 7/29/2015, a replacement phone was shipped to [redacted]. Unfortunately, [redacted] was unable to activate the replacement phone. GreatCall understands that wireless service coverage can vary from location to location and that wireless coverage can be adversely affected by several factors including (but not limited to) geographical landscape, building materials and cell tower proximity. On 8/7/2015 it was determined that [redacted] could not activate service due to insufficient wireless coverage in her area through our network partner. [redacted] returned both phones to GreatCall. The original phone ordered was checked in to our warehouse on 8/17/2015; however, since a replacement phone had been shipped no refund was due at that time. On 9/2/2015, the replacement phone was checked into our warehouse and a refund request was submitted to our Financial Processing department. Our records show that the following refunds have been issued:$134.43 refunded to [redacted] ending in 4336 on 9/17/2015 for the original order, less the $10.00 restocking fee and applicable taxes, as outlined in our 30 day return policy.$24.47 refunded to [redacted] ending in 4336 on 9/17/2015 for the monthly service fee.$11.40 refunded to [redacted] ending in 4336 on 9/21/2015 for the equipment restocking fee as a one-time courtesy.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]
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. David Weitz has requested that his closing balance be...
cleared because he processed a rate plan change.
We appreciate the opportunity to respond to [redacted] complaint and have completed a review of his GreatCall account.
Our records show that [redacted] was subscribed to our Unlimited calling plan for the 2/17/2016 to 3/16/2016 billing period. Had [redacted] changed his rate plan prior to 3/16/2016, the retroactive change would have resulted in overage charges on the following month’s bill. We apologize that our Customer Service representative did not offer to credit the difference at the time of the request by phone.
The closing balance of $38.48 has been cleared from the account and the bill mailed to [redacted] can be disregarded. Should [redacted] wish to reinstate his service, our Customer Service can re-enable service to the Jitterbug5 handset.
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]’ complaint and have completed a review of his GreatCall account. Our records show that Mr. [redacted]’ monthly billing period ends on the 21st of each month. Billing is mailed to the address on record within two business days after the 21st of each month. Additionally, billing can be viewed by Mr. Senyovics through his www.mygreatcall.com account. Should Mr. [redacted] require any assistance with accessing his billing online, we suggest that contacts our Customer Service at 1-800-733-6632. Although mail delivery through the Unites States Postal Service is outside of our control, we apologize for any inconvenience this situation may have caused.Best Regards.
Re: Nanci Dean_ 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 expressed dissatisfaction with her GreatCall experience....
She has reported that she received two (2) defective handsets and disputes any evaluation determination that would suggest that she damaged the handsets. Furthermore, she disputes the excessive airtime minute usage reported on her June 2015 invoice. [redacted] has requested a refund of $150 for the cost of two (2) replacement handsets.
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 by [redacted] on 11/11/2014 with the purchase and activation of two Jitterbug5 handsets. The cost of the initial sales order totaling $263.68 included the cost of two Jitterbug5 handsets ($99/each), a one-time service activation fee ($35), a non-refundable shipping charge ($10), and applicable taxes, ($20.68). During the activation process, two lines of service were established on our Minutes-Only Plan which includes 200 airtime minutes per line of service per bill cycle for $19.99 per line of service.
On 02/13/2015, [redacted] contacted our Customer Service to report that she was unable to place calls from her handset. Our agent completed a test call to [redacted]'s handset and confirmed that the handset worked correctly. On 06/13/2015 [redacted] contacted our Customer Service to report that her handset's speaker was not working. Her reported issue was escalated to a supervisor at which time [redacted] requested that GreatCall provide her with a warranty replacement handset. She was advised that per our Warranty Replacement policy she would need to return the defective handset for evaluation and that she would be charged if our evaluation determined that the reported issue was not covered by the manufacturer's warranty. [redacted] agreed to the terms of our established warranty replacement policy and per her request, an order for a warranty replacement handset was processed.
On 06/19/2015 [redacted]’s replacement handset was activated during her follow-up call to our Customer Service. A $15 Courtesy Credit was also applied to the account to compensate [redacted] for time that she was unable to use her service. At that time, a return shipping label was requested to recover the defective handset. On 07/21/2015 [redacted] contacted our Customer Service to report that her replacement handset would not power on. Our agent completed advanced troubleshooting and determined that based on the Liquid Damage Indicator in the phone, that the reported issue is likely the result of liquid damage to the handset. A second warranty replacement handset is provided and [redacted] is again reminded of the terms and conditions of our Warranty Replacement policy. The call is escalated to a supervisor where [redacted] expressed her dissatisfaction with her warranty replacement handset but agrees to the terms and conditions of our Warranty Replacement policy.
We have also reviewed the excessive airtime minute usage associated with [redacted]’s line of service. Our Financial Services team contacted [redacted], the primary account holder, on 05/28/2015 to advise her of the pending charge for excessive airtime minute usage on [redacted]'s line of service. Per her authorization, the rate plan on [redacted] line of service was changed to our Minutes-Only Plan with 800 airtime minutes per bill cycle for $29.99 to prevent the estimated excessive usage charges. Unfortunately, by the close of her bill cycle, she had also exceeded the 800 airtime minutes included in her new rate plan. As a result, their June 2015 invoice totaling $152.03 included $85.40 in excessive usage charges. This included 244 excessive airtime minutes @ $0.35/minute and $0.10 for one picture message.
We regret [redacted]’s negative Customer Service experience. We have confirmed that [redacted] was not charged for the two warranty replacement handsets that have been provided to her. Also, we believe that we acted in good faith to assist [redacted] in preventing excessive usage fees. Upon receipt of this complaint, we have made multiple unsuccessful attempts to speak with [redacted] to address her concerns and resolve any outstanding issues she may have with her current handset. We kindly request that she contact our Customer Service at her earliest convenience so that we may assist her in resolving any outstanding issues or concerns.
Lastly, we wish to advise [redacted] that terms and conditions of our established Warranty Replacement policy are outlined in our User Guide which was included with her handset. The User Guide is also available electronically online at GreatCall.com at: Learning Center > Jitterbug5 > User Guide.
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.
First of all, this company is a terrorist organization. They do not follow the Federal Patriot Act nor any HIPPA regulations. They lied to your as Revdex.com authorities that they had not charged my credit card for 12/15-15 through 1-15-16 when I am looking at the charge on my [redacted] as I type this information. When I called them they would not deny that they had, but stated "as a courtesy will be credit your account and send you an email confirmation that we did so," per [redacted] (refused to give last name in violation of the Federal Patriot Act and HIPPA since this involves health-related emergency service which they rarely responded to and my mother-in-law died causing us to cancel their so-called service.
We cancelled on December 2, 2015 and then they kept the service going we called and cancelled again on December 23, 2015. They are totally incompetent, ignorant, terroristic, lying, deceitful people who should be investigated for fraud by the state, local, and federal governmentsRegards,[redacted] First of all, this company is a terrorist organization. They do not follow the Federal Patriot Act nor any HIPPA regulations. They lied to your as Revdex.com authorities that they had not charged my credit card for 12/15-15 through 1-15-16 when I am looking at the charge on my [redacted] as I type this information. When I called them they would not deny that they had, but stated "as a courtesy will be credit your account and send you an email confirmation that we did so," per [redacted] (refused to give last name in violation of the Federal Patriot Act and HIPPA since this involves health-related emergency service which they rarely responded to and my mother-in-law died causing us to cancel their so-called service. We have received no confirmation nor credit as she promised.
We called again cancelled againb on December 2, 2015 and then they kept the service going we called and cancelled again on December 23, 2015. They are totally incompetent, ignorant, terroristic, lying, deceitful people who should be investigated for fraud by the state, local, and federal governments.
Hello,Please see the below response for complaint [redacted] GreatCall OperationsRe: [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 requested the detailed reports that itemize the usage of her Jitterbug
Touch3 handset.GreatCall
appreciates the opportunity to respond to [redacted] complaint and have
completed an audit of her account. Our records
show that [redacted] account was established on 8/12/2015 with the web
activation of her handset. At that time, [redacted] selected our Minutes Only
Plan: 400, which allows for 400 airtime minutes monthly. As a courtesy, in the
first month GreatCall advances the customer an additional group of minutes equal
to what is subscribed to as a welcome period. [redacted] also received an
additional 25 airtime minutes for activating her service using our website.
Because of the advanced, earned and paid minutes issued; [redacted] had 825
airtime minutes available for the monthly billing cycle of 8/13/2015 to
9/12/2015. We see that on 9/10/2015, a call was placed to [redacted] by a
GreatCall representative and a voicemail message was left on her Jitterbug
Touch3 handset to advise her that she had exceeded her available minutes and at
that time we recommended that she contact our Customer Service prior to
9/12/2015 to update her monthly service rate plan to allow for more usage. On
9/12/2015, [redacted] monthly billing closed and a total of 1,322 airtime
minutes were used. In addition to her monthly service rate plan, [redacted] was
billed the overage rate of $0.35 per minute for each minute over the
aforementioned 825 minutes that were available.
On
9/18/2015, Per [redacted] request, her GreatCall account was closed. Attached
to our response are the requested detailed usage reports for the billing
periods of 8/13/2015 to 9/12/2015 and 9/13/2015 to 10/12/2015. Additional
printed copies will be mailed to the billing address on record. We apologize
for any inconvenience this situation may have caused.
Best Regards.
[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. Or records indicate that Mr. [redacted] established service on October 13, 2008. Recently, on July 24, 2017, Mr. [redacted] contacted our Customer Service by phone to change his monthly service rate plan. The change was confirmed by email on July 26, 2017. Should Mr. [redacted] have future need to change his monthly service rate plan he should contact our Customer Service at 1-800-733-6632, between 6am and 7pm pacific time, Monday through Saturday. All calls are answered in the order that they are received. Additionally, Mr. [redacted] can submit requests for changes in his service to us by email at [email protected]. Email correspondence is typically responded to within two business days. We apologize for any inconvenience this situation may have caused. Best Regards.
Re: [redacted] [redacted] [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 a refund.
We appreciate the opportunity to respond to [redacted]’s complaint and have completed a review of his GreatCall account.
GreatCall canceled [redacted]’s accounts per his email request on 9/10/16. If [redacted] had emailed his need for a replacement, we would have been able to process that request. Call times can very and we answer calls in the order that they are received, we do offer other options to reach us, such as email, if a customer is unable to hold. GreatCall has determined that no refund is due.
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 and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. Mr. [redacted] was dissatisfied with GreatCall’s data...
usage measuring.We appreciate the opportunity to respond to Mr. [redacted]’s complaint and have completed an audit of his GreatCall account. Mr. [redacted]’s account was established on 9/18/17, with the direct purchase of two Jitterbug Smart cell phones. Mr. [redacted] choose the 600 minutes with 300 text messages and 100MB data for his service plan for both phones. The phones were delivered and activated on 9/25/17 Mr. [redacted] ported in his cell phone numbers from a previous carrier and the port in completed on 9/26/17. On 10/12/17, GreatCall sent a usage notification to phone number 9[redacted], advising that the available data, 10240, had been used and to call GreatCall to avoid overage charges. Mr. [redacted] called GreatCall this same day, we explained that he had exceeded the allowed data and recommended he change to a higher plan to cover the overage. He agreed to change to 200MB, for $5 more and the change was made. We advised Mr. [redacted] that he could set a data limit, that he should close internet tabs when done, so that they are not running in the background using data and that he should add his Wi-Fi account to the phone. On 10/13/17, Mr. [redacted] called to cancel his account due to data usage. We offered to assist with setting the data limit and adding his Wi-Fi, but Mr. [redacted] declined. The account was closed and the return information provided.The Jitterbug Smart cell phone, like other Android smart phones, requires a data plan to access the internet. Whenever a user is connected to the internet, they will be using data, unless they are connected to Wi-Fi. GreatCall measures data usage by Kilobytes, like other cell phone providers and is an industry standard for measurement, there are 1024 Kilobytes in a Megabyte. We apologize for any inconvenience this situation may have caused.Best Regards.
Re: [redacted] [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 responded with the information necessary to locate the records for GreatCall subscriber [redacted]. [redacted] was previously asked to contact our Customer Service as he had not provided the necessary information to locate the records in question.
Our records show that [redacted] initially established service with GreatCall on 1/11/2014 with the activation of a Jitterbug cell phone purchased from a retail location. On 2/10/2016, a GreatCall Splash device was ordered directly from GreatCall and shipped to [redacted].
Beginning in May 2016, [redacted] reported that the GreatCall Splash device was not holding a charge for an acceptable period of time. Our Customer Service and Technical Support conducted the proper troubleshooting steps to assist [redacted] and a Warranty Replacement order was submitted on 5/19/2016. Typically, when a handset or device is deactivated as part of a troubleshooting or replacement process, our representatives are required to inform the customer of the device/handset status that is in their possession. We apologize if this information was not provided to [redacted] at the time that a replacement device order was submitted. Our Quality Assurance team will review this call and provide any necessary feedback to the representative who handled this call from [redacted].
On 5/27/2016, [redacted] placed a follow-up call to our Customer Service to check on the status of the replacement. At that time, [redacted] was advised that a technical problem had prevented the processing of the replacement order. [redacted] was connected with a Customer Service Supervisor who attempted to address [redacted]’s concerns. We show that during this call, [redacted]’s account, including all the associated services, was closed. Our Quality Assurance team will review this call and provide any necessary feedback to the representatives who handled this call from [redacted].
On 5/29/2016, [redacted] placed another call to our Customer Service to ask why the cell phone service was disconnected. Our Customer Service representative explained that the service was disconnected during [redacted]’s previous conversation with GreatCall. At that time the Jitterbug cell phone service was reconnected. On 6/7/2016, the cell phone service number was transferred to a new carrier and [redacted]’s account was closed.
We wish to advise [redacted] that GreatCall strives to provide the highest level of Customer Service possible and are disappointed to see that we could not resolve [redacted]’s problem in a more efficient manner. As requested, the closing balance on the account has been cleared and [redacted] can disregard any notices requesting payment that are dated prior to 7/1/2016. We will take the necessary steps to review [redacted]’s calls to GreatCall regarding this situation and will provide any appropriate feedback to our representatives that we determine to be necessary.
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.I do not accept the decision made by GreatCall. The service is marketed to seniors for ease of use. Issue after issue has been reported to the company regarding the use of phone, faulty product, etc. In addition, seniors are often the victim of unwanted calls from solicitors. In attempt to block these calls, I made a call to the provider and was informed the product did not have the capacity to block numbers! This is an outrage.
Cell phones in this day and age all provide the opportunity to block numbers. This phone does not have the technical capability, information I was not provided upon sale. Many Non-truths were stated to me by the original sales representative at time of purchase. If I had been given accurate and honest information, this product would have never been purchased. Marketing, and sales techniques are fraudulent. I demand my purchase price of the cell phone given the phone cannnot be used with any other provider, and it is faulty, needing the battery to be pulled from the unit multiple times to restart the service. Regards,[redacted]
[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 stating his phone does...
not work and he would like one that does.
We appreciate the opportunity to respond to [redacted] complaint and have completed an audit of his GreatCall account.
Our records show that [redacted] account was established on 5/20/16 with the activation of a retail purchased Jitterbug Smart phone. [redacted] ported in his phone number from another carrier on 5/23/16 and on 6/16/16 we communicated with him via email that his profile for the 5Star service was 100% completed. On 10/11/16, [redacted] called our customer service reporting an issue, he was not able to get to the phone section. Our agent preformed basic troubleshooting and the phone was working properly. GreatCall received an email correspondence on 11/28/16 regarding the same issue previously stated. We replied with the request to call our customer service for troubleshooting. We received another email on 11/30/16 and again requested that he call us. There is a 48-72hour turnaround time for email response.
We have reviewed the usage on [redacted]’s phone and are showing inbound and outbound calls on 12/1/2016, this would indicate that the phone is working. [redacted]’s Jitterbug Smart phone is under warranty, if he is still having issues and can use a family or friends phone to call us, [redacted] between the hours of 6am and 6pm Pacific Time, we can assist with his issue or if it is a manufacture defect, the phone can be replaced.
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] was dissatisfied...
with an application he had and couldn’t use. Also the cost to upgrade his phone was more than a retailer’s sale price and he did not get a free car charger.
We appreciate the opportunity to respond [redacted] complaint and have completed a review of his GreatCall account.
Our records show that [redacted] called our customer service on 7/1/16 to report issues with his voice mail application on his original Jitterbug Dial phone that he purchased on 12/31/07. Our agent explained that with the newer software, his current phone was not capable of receiving the necessary update for the voice mail to work and a $9.00 credit was applied to the account for the 3 months of voice mail service.
The agent advised [redacted] that he would need to upgrade his phone if he wanted the voice mail feature and could do so for $79.99 plus $10.00 for ground shipping or $20.00 for expedited shipping as well as any applicable taxes. [redacted] stated that he saw the phone at [redacted] for $75.00 and the agent advised that [redacted] could purchase the phone from [redacted] and instructed him to call us when he has the phone so we could activate with his current phone number.
Although the voice mail feature did not work, the phone was still able to make and receive calls at this time. [redacted] called again on 7/1/16 with the newly purchased Jitterbug Flip and our agent activated the phone with his existing number.
The retail price of GreatCall’s current model phone, the Jitterbug Flip, is $99.99 and we offer our existing customers a $20.00 discount when purchasing an upgrade from GreatCall. GreatCall is not responsible for setting prices at retail stores. Retailers are provided a suggested retail price, but are free to charge any amount they see fit. Additionally, the free car charger mentioned on the box will automatically ship to [redacted] in 2-4 weeks.
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 and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. [redacted] has reported an unauthorized...
charge for service and is requesting a refund.
We appreciate the opportunity to respond to [redacted] complaint and have completed a review of her GreatCall account.
Our records indicate that [redacted] subscribed to our 5Star Emergency Response service with an automatic payment requirement on 2/12/2013. Recently, [redacted]’s credit or debit card on file expired and [redacted] failed to provide GreatCall with updated billing information or any notice of her intent to cancel service. GreatCall’s newest billing system automatically queries for new banking information and should the card issuer recognize the merchant requesting the update as having previously been setup for automatic billing, then the card issuer will provide the updated expiration date to the requesting merchant.
As a result of receiving the updated information GreatCall collected a past due balance of $46.00 on 5/13/2016. Such balance represents service availability between 4/13/2016 and 6/12/2016. Because [redacted] cancelled her account on 5/13/2016, GreatCall will refund $26.00 which represented service for 5/13/2016 to 6/12/2016. As a reminder, it is common courtesy to notify a service provider when a customer wishes to end a business relationship as most service providers do not immediately stop service because of a past due balance.
We apologize for any inconvenience this situation may have caused.
Best Regards.
I want to thank you for your help. I found my refund in my checking account this morning.
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]
I stand behind my original complaint. I complain NOT for myself but for other elderly people. I am suggesting that many older people get Great Call because of its "health Alert" apps. and with that being okay, they don't mind being charged extra for data usage. My data usage with sprint, Verizon and then with Great Call were accurate. I've never exceeded data usage except with Great Call! Never! In order to curtail data usage, Great Call was advising me that I had to basically change my habits; I habitually leave my computer on sleep; I leave games on, etc. They wanted me to begin logging off of everything and shutting down my computer at night -- these are things I am just too dang old to do. And, too ornery, too. I still maintain that IDF Great Call is going to patronize and solicit business from old people, then they shouldn't expect them to change their entire lives. I just got my new Verizon bell and I have used almost no data! The cast is closed as far as I am concerned. If Revdex.com is okay with old people getting shafted, then I am sure the FCC and everyone else is also.
A response to the complaint is attached for your review.
Thank you,
GreatCall, INC.
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.
Mr. [redacted] has expressed his dissatisfaction that he was unable to activate a replacement handset. Mr. [redacted] has requested a cancellation of his service and a refund of the costs associated with his replacement handset.
We appreciate the opportunity to respond to Mr. [redacted]’s complaint and have completed a review of his account. We have determined that Mr. [redacted]’s account was established on 10/06/12 with the purchase and activation of a Jitterbug J handset. Mr. [redacted] contacted Customer Service on 10/23/14 to report that his handset was lost. Per her request, an order for an upgraded Jitterbug5 handset ($79) with standard shipping ($10) was processed and billed to his account. The billed charges were scheduled to appear on his November 2014 invoice.
On 10/29/14, Mr. [redacted] contacted Customer Service for assistance activating his Jitterbug5 handset. Our agent determined that there was insufficient coverage in his immediate area to support the activation of his upgraded handset. Mr. [redacted] disconnected the call prior to allowing our agent to offer a solution to his activation issue.
We have confirmed that due to changes in the available coverage area provided to GreatCall by our carrier partner(s), we regret to inform Mr. [redacted] that GreatCall is unable to activate new handsets in his immediate service area.
To prevent further escalation of this matter, on 10/31/14, a GreatCall Customer Satisfaction Specialist contacted Mr. [redacted] by phone to convey our apologies. GreatCall has informed Mr. [redacted] that his account is now closed and that no further charges would be applied to his credit/debit card on file. Furthermore, GreatCall has assured Mr. [redacted] that the charge for the handset which he could not activate has been removed from his billing record and will not be charged to his credit/debit card on file.
We apologize for any inconvenience this situation may have caused. Pending the receipt of Mr. [redacted]’s Jitterbug5 handset, we will 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. Mr. [redacted] was dissatisfied with the 30-day...
return policy.
We appreciate the opportunity to respond to [redacted]’s complaint and have completed an audit of his GreatCall account.
Our records show that [redacted]’s account was established on 9/30/16 with the direct purchase of a Jitterbug Flip phone.
On 10/6/16 [redacted] called to activate his phone and after several tries, it was determined that the phone needed to be charged. [redacted] was instructed that once the phone was charged to try activation outside as the phone requires a strong signal for activation. Our agent also informed [redacted], that if the phone did not activate we could send a pre-activated phone for him.
On 10/7/16 [redacted] and [redacted] called to activate. They indicated that the phone displayed no service and asked for the pre-activated phone previously mentioned. During the process of procuring a pre-activated phone, the statement was made that this phone is not going to work for them and they are going to cancel the account, the agent gave the information on how to return.
On 10/10/16 [redacted] called to cancel and wanted a full refund. Our representative explained the 30-day return policy and since there was no indication that there was poor signal strength in [redacted]’s area could not guarantee a full refund.
GreatCall’s 30-day return policy listed under the Terms and Conditions section of the User Guide that is packaged with the phone, states that the phone can be returned within 30-days for any reason for a refund, less the non-refundable $10.00 shipping fee and a $10.00 restocking fee. In the instance, where there is not adequate service in a person’s area, a full refund will be given.
Although the service quality for [redacted]’s area was not determined, based on the information in this complaint, GreatCall will process a full refund, 21 business after the return receipt of the phone. We apologize for any inconvenience this situation may have caused.
Best Regards.