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 responded with his indication that he has returned the Jitterbug Flip cell phone again.
Although we cannot refund a phone that is not returned in like-new condition, we have issued an additional $9.99 billing credit to [redacted]’s account. Combined with the previously issued $50.00 credit, this will clear the charges incurred for the order of the Jiterbug5 handset currently used by the customer. In essence, an even exchange from one phone model to another. No further refunds or adjustments are merited. The Jitterbug Flip will be recycled upon receipt.
We apologize for any inconvenience this situation may have caused.
Best Regards.
To Whom It May Concern: On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. Mr. [redacted] has added additional comments pertaining to his service. As previously stated, Mr. [redacted] called on 2/6/17 stating he wanted to cancel the Smart phone line of service and his request was completed. The account remained active with the two safety device lines of service as they were not mentioned in the conversation prior to the call disconnecting. Per the added comments, we have processed a disconnect order for the enter account to be completed on 3/9/17, the last day of the current cycle. Should Mr. [redacted] have any question or wishes to continue service with the safety devices, he should call Customer Service, [redacted] between the hours of 5am and 9pm Pacific Time. 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. Per our conversation with Ms. [redacted] on February 24, 2017, all charges collected on January 20, 2017 have been refunded and Ms. [redacted] has agreed to close all complaints open with the Revdex.com and the Federal Communications Commission. We apologize for any inconvenience this situation may have caused. Best Regards.
To Whom It May Concern: On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. Mr. [redacted] has reported that his phone will not work. We appreciate the opportunity to respond to Mr. [redacted]’...
complaint and have completed an audit of his GreatCall account. Our records show that on 12/19/16, Mr. [redacted] processed an online order for a Jitterbug Smart phone creating account #[redacted]. The phone was delivered on 12/22/2016 and we show that an outbound call was placed 12/26/16, indicating that the phone was activated. On 12/30/16, Mr. [redacted] call Customer Service stating that he has two accounts and only wants to make one payment. Our representative spoke with his wife, Ms. [redacted] for approval and processed an order to move the phone to account#[redacted]. This move was completed on 1/7/2017, the account #[redacted] was disconnected and a final bill was sent. On 1/31/17, Mr. [redacted] call Customer Service to inquire about the final bill he received. Our agent explained that once the phone was moved to Ms. [redacted]’ account, the account was closed, he understood. On 2/3/17, Mr. [redacted] call Customer Service as he was having trouble with the email on his phone. Our representative attempted to assist, however, Ms. [redacted] stated he wanted to wait until his son was there to help him and that he would call back. On 2/5/17, Mr. [redacted] called Customer Service for assistance with his dad’s phone. Our agent determined that the phone was asking for a password, since the password was not known, the agent transferred to Technical Support for a phone reset. On 2/6/17, Mr. [redacted] called Customer Service to cancel service for his Smart phone. Mr. [redacted] was not able to verify his account password and the call disconnected, due to his statement that he wanted to cancel, our agent disconnected the service. Once a Smart phone is set up with an unlock password, if the password is forgotten, the phone then requires a reset. If this was not completed and Mr. [redacted] would like to restore service, he can call [redacted] between the hours of 6am and 6pm Pacific Time and ask for Technical Support. We apologize for any inconvenience this situation may have caused. Best Regards
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,[redacted] In response to the Complaint, I did, in fact, have a Jitterbug Red Flip Phone; however, I could not hear on it and returned it. Their reviews stated that they had a problem with this phone as to this complaint. I then waited a few months and although I liked a flip-style phone, when I saw this new phone advertised, I decided to try the new Touch 3, which is NOT any type of Jitterbug and states on the box, literature, phone, etc. that it is a greatcall Touch 3, and on the phone itself states Samsung, easy-to-use GreatCall Home Screen, 5Star, Urgent Care, MedCoach powerful speaker, Android, 8 GB storage, etc. etc. I have all the original boxes, etc, with the plastic coverings on the phone, etc.
The box states in bold print NEW. If pictures are desired, please so advise. This phone has only 4 minutes on it and as stated, I tried to return it right away because I could get no help from anyone as to how to operate it. Repeated calls were not returned, etc. This company has many negative ratings on it and any collection efforts would have very likely been on the red Jitterbug phone that I returned and I do remember contacting someone and they did not bill me again.No where does it state anything about a Jitterbug and although I preferred a flip phone, I request that I be allowed to return this phone for a full refund, including any and all activation fees. Again, photographs of the box, phone, literature, etc. is available and this company is trying to avoid standing behind their products and provide service as required. In the event I do not receive satisfactory resolution to this matter, I will, of course, puruse this through [redacted] Consumer Protection Agency, etc.Thank you in advance for your anticipated cooperation.Regards, [redacted]
Hello,Business response is below.[redacted] GreatCall Operations----------------------------------------------------------------------...⇄ [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 an issue she encountered while using the GreatCall Link
application went unresolved and has requested for a refund of the full monthly
service charges associated with the use of the Jitterbug5 handset during the
time which she encountered the unresolved issue.
We
appreciate the opportunity to respond to [redacted] complaint and have
completed an audit of her GreatCall account.
Our records
show that on 7/2/2015, [redacted] established an account for phone service
with the optional 5Star Urgent Response feature enabled on a Jitterbug5 cell
phone purchased at a local [redacted] department store. [redacted] provided the
name of [redacted] as the user of the service with herself listed as the primary
billing contact.
On September
31, 2015, [redacted] first reports an issue with the GreatCall Link app
downloaded to her mobile phone. At this time [redacted] does not have the
Jitterbug5 cell phone with her to conduct full troubleshooting. [redacted] is
provided with tips that may assist with resolving the reported issue and is
further advised to call back if the problem persists. On 10/6/2015, [redacted]
once more reports an issue with the GreatCall Link app. The issue is escalated
to our product testing and development staff for review. On 10/21/2015, [redacted] reported issue was resolved by having [redacted] power cycle his
Jitterbug5 handset by powering it off and then back on. At this time the
Jitterbug5 software was also updated and [redacted] acknowledged that the
mobile app appeared to be functioning properly. On 11/6/2015, 11/12/2015 and
11/13/2015 a member of our Technical Support Staff placed follow up calls to
[redacted] at phone number [redacted] Our records show that voicemail
messages were left for [redacted] and she was advised to call GreatCall if any
issues have been experienced. On 11/13/2015, [redacted] returned our call’s
from Technical Support and reported that the Link app was not working to her
liking. A detailed report of [redacted] complaint was once more escalated to
our product testing and development staff for review.
On
11/27/2015, per [redacted] request, her account is scheduled for
cancellation. At this time, a $15.00 refund is applied to [redacted]
credit/debit card on file. This refund constitutes the portion of the monthly
service charge that accounts for access to the GreatCall Link app. We have
determined that no further refund is merited as neither the phone service nor the 5Star
Urgent Response service were affected by the issue encountered with use of
the GreatCall Link app.
We apologize
for any inconvenience this situation may have caused and consider this matter
resolved.
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 under our 30-day return policy.
We appreciate the opportunity to respond to [redacted] complaint and have completed a review of his GreatCall account.
Our records show that [redacted] established his account on 9/16/2016, with the activation of a GreatCall Lively Alert device. [redacted] was charged the standard service activation fee of $35.00 plus tax, totaling $40.13. The service activation fee was collected using a [redacted] ending [redacted] After submitting his activation request online, the device was successfully activated.
We see that on 9/16/2016, [redacted] placed a call to our Emergency Response Center but the call was dropped/abandoned prior to a representative answering the call. Per our established protocol, we followed up by placing a call to the subscriber’s home phone number on record. The notes for this incident indicate that the subscriber was contacted at their home phone number on record and that they confirmed that [redacted] was safe and not in need of any emergency response assistance.
On 9/19/2016, [redacted] contacted our Customer Service and per his request, the account was closed. At that time, [redacted] was advised that a refund for the service activation fee would be issued within 21 business days and that a $10.00 restocking fee (plus applicable tax) would retained. On 10/12/2016, a refund of $28.07 was issued to [redacted]’s [redacted] ending [redacted].
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 do not accept this perfunctory response regarding “the protocol “as adequate. My problem was that My Uncles Great Call Profile included that he was hard of hearing and clearly could not answer the questions. Additionally he was asked to answer questions like the Code to his door that were also a part of his profile This means that Great Call does not use the extensive information they ask for and this makes it a lengthy and confusing Response System
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*. [redacted]
Re: [redacted]_ 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.
No further review of the account is warranted. By not returning the phone in “like new” condition the terms of the 30 day return policy were not met and no other adjustment are due.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. Mr. [redacted] is seeking a refund.We appreciate the...
opportunity to respond to Mr. [redacted]’s complaint and have completed an audit of his GreatCall account. Our records show that Mr. [redacted] established his account on 6/16/2009 with the direct purchase of a Jitterbug J cell phone. On 5/8/2017, Mr. [redacted] order a Jitterbug Smart phone. We advised that there was a 30-day return period and if he did not like the phone, he could return it. On 5/18/2016, Mr. [redacted] called to say that he did not like the Smart phone, he wanted to return it for a 30-day refund and restore service to his original phone. At this time, it was determined that we could not restore service to the older model phone and agreed to send a free Jitterbug Flip replacement. The replacement phone delivered and was activated on 5/23/2017. A credit of $35.00 was placed on the account for an activation fee that should not have been charged on the order. GreatCall received the returned phone on 6/6/2017. The refund did not process within the expected timeframe of 21 business days from return receipt of the phone. On 6/29/2017, a new refund order was sent, however, this order omitted the request for a full refund and an exchange refund was process for $32.50, the difference in cost of the two phones. On 7/13/2017, Mr. [redacted] called to inquire about his refund, we saw that it was not properly credited and applied the cost difference, $79.99 to the account. Mr. [redacted] advised GreatCall that he wanted the refund to his credit card or via check. This was escalated for a review of the account and a callback was set up. Prior to our callback, Mr. [redacted] called back on 7/14/2017, to requested that his account be cancelled and to receive a refund. We processed an order for the account to cancel on 7/21/2017 and the refund request was sent. GreatCall initially processed two check refunds, one for $32.50 to be sent on 8/1/2017 and a second for $89.57 to be sent on 8/15/2017. Both check orders have been cancelled and on 8/4/2017, a full refund of $158.16, the purchase price of the Jitterbug Smart phone, was credited back to the Visa card ending in [redacted]. 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. Ms. [redacted] is seeking billing assistance. We appreciate...
the opportunity to respond to Ms. [redacted]’s complaint and have completed an audit of her GreatCall account. On 9/2/17, Ms. [redacted] called to inquire about GreatCall’s basic Health & Safety plan with 250 minutes and our agent made a change to the plan. A review shows that we should not have made the change to the lower plan as Ms. [redacted]’s current usage would not support the lower minutes and the usage overage fee occurred. GreatCall has credited the usage over fee of $233.33, to the account and refund the amount back to the [redacted] card ending in [redacted]. The refund should post to the card in 3-5 business days. We attempted to reach Ms. [redacted] on 10/18/17, to advise of the credit but there was no answer. We apologize for any inconvenience this situation may have caused. Best Regards.
Re: [redacted]_ Account [redacted] File 10716736
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 incorrectly increased her...
monthly invoice charges from $25.01/month to $49.86/month when she enrolled in automatic payments.
We appreciate this opportunity to respond to [redacted] complaint and have completed a review of her account. We have determined that her service was established on 05/08/2015 with the purchase and activation of a red Jitterbug5 handset. The initial sales order totaling $159.24 included the cost of the handset ($99), a one-time Service Activation Fee ($35), a non-refundable shipping charge ($10), and applicable taxes ($15.24). During the activation process, our system established a monthly Bill Cycle Date which determines when a customer's invoices are generated. [redacted] account was established on our Monthly 12th Bill Cycle. Concurrently, [redacted] selected our $19.99 Minutes-Only Plan which includes 400 airtime minutes per bill cycle.
On 05/12/2015, [redacted] first bill cycle period closed and on 05/13/2015 an invoice totaling $25.01 was generated. The charges included her $19.99 Minutes-Only Plan along with applicable taxes and fees. The charge for her airtime minutes billed her in advanced for services that would be provided during her next Bill Cycle period, 05/13/2015 - 06/12/2015. On 06/02/2015, a check payment of $25.01 was received and applied to her account to satisfy the charges associated with her May 2015 invoice.
On 06/13/2015 [redacted] June 2015 invoice totaling $25.58 was generated. The charges included her $19.99 Minutes-Only Plan (for services that would be provided between 06/13/2015 - 07/12/2015), a $0.50 charge for Text Messaging (5 incoming texts @ $0.10/message), and applicable taxes and fees. On 06/23/2015, she contacted our Customer Service to dispute the Text Messaging charges on her June 2015 invoice. As a courtesy, a $1.00 credit was applied to her account.
On 07/09/2051, a recurring ePayment linked to her bank account was established upon receipt of her completed ACH Authorization form. On 07/13/2015, her July 2015 invoice is generated totaling $25.28. The charges included the cost of her $19.99 Minutes-Only Plan (for services that would be provided between 07/13/2015 - 08/12/2015) and applicable taxes and fees.
The following day, 07/14/2015, per the established recurring ePayment, [redacted] bank account is debited for $49.86 to satisfy the outstanding invoice charges reflected on her account. The $49.86 debit included charges incurred on her June 2015 invoice ($25.58), a $1 credit for text messaging, and charges incurred on her July 2015 invoice ($25.28).
We wish to assure [redacted] that her monthly service plan, our $19.99 Minutes-Only Plan which includes 400 airtime minutes per bill cycle, was not changed without her authorization. GreatCall does pre-bill for services and does not prorate its services when a customer elects to cancel their service prior to their next bill cycle; however, customers are able to continue using their service until the end of their bill cycle if they elect to cancel mid-cycle.
We apologize for any miscommunication regarding the billing of her service and any inconvenience this situation may have caused. We now 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 and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. [redacted] expressed that she...
canceled an order and did not receive a refund.
We appreciate the opportunity to respond to [redacted] complaint and have completed an audit of her GreatCall account.
Our records indicate that [redacted] service was established on 4/7/16 with the direct purchase of a Red Jitterbug Flip phone. The initial order, totaling $127.43, was processed using a[redacted] card ending [redacted] and consisted of the GreatCall Jitterbug Flip phone less a $25.00 price matching discount, a one-time service activation fee of $35.00, a non-refundable ground shipping charge of $10.00 and $7.44 for applicable taxes.
After review of the account we do see that [redacted] called to cancel the order on 4/8/16, it was however too late to do so and the ordered shipped. [redacted] refused the package and the package is returning to GreatCall. A credit for the purchase price of $127.43 and for the service fee of $35.15 has been processed to the [redacted] ending in [redacted] and will post in 3-5 business days.
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, this letter is submitted in response to the above-referenced complaint. Mr. [redacted] has supplied additional comments regarding his complaint.
As a one-time courtesy and specifically to resolve [redacted]’s complaint, GreatCall will refund all monies collected from [redacted]. Two separate refunds of $28.46 each for the monthly service charges and a refund of $80.34 for the original order will be issued. All funds should be returned to [redacted]’s account from which they were originally collected within the next ten business days.
While we have agreed to refund [redacted] in full, GreatCall’s assessment of [redacted]’s complaint remains unchanged. We have determined that there was no malfunction of [redacted]’s GreatCall Splash device and additionally, based on [redacted]’s description of events; our representative followed the correct and established protocol for the handling of a call to our Emergency Response Center during a period of high call volume by responding to him immediately when an agent was next available.
As [redacted] himself has described, an Emergency Response Agent contacted him within 60 seconds after he ended the call to our Emergency Response Center in which he was greeted by a recording indicating that an agent was not immediately available due to an unusual high number of calls at one time.
As previously mentioned, we are sorry to see that [redacted] has based his judgement/opinion of our services based on a single test call that occurred during this period of unusually high call volume.
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 stated that she is not responsible for $131.00 and she does not want us to charge to her card.
We appreciate the opportunity to respond to [redacted] complaint and have completed an audit of her GreatCall account.
As previously stated GreatCall has canceled the account and removed the monthly service charges of $131.32, of which were never charged to her card and there are no charges due. Furthermore the refund of $30.02 for the service activation free has processed and should show within the next 3-5 business days back to the card ending in [redacted] Also, [redacted] should disregard any statements that may deliver after 7/1/2016.
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 and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. Ms. [redacted] has an issue with billing. As previously stated, Ms. [redacted]’ account was closed on 10/2/2017, the balance has been removed and the account is at a zero balance. The email was system generated and can be disregarded. Ms. [redacted] will receive a final statement showing the zero 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.
I do not agree with Greatcall response we never talked to their support group every time we tired to talk Greatcall they always put use on hold always over hour never answer our call. I just want cancel their service all to gather.I stop all payments going to Greatcall and going to another service.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 did not purchase the device from Great Call. I purchased it from [redacted]. [redacted] accepted the return without incident. Even if I had purchased the device directly from Great Call, it was defective as no attendant came on the line after we pressed the call button. How can a firm charge a restocking fee for a defective device that I did not purchase from them? The service was also defective as Great Call did not contact the listed emergency contacts provided in case of a no contact with the user as their contract for service specifies.
I am asking for a full refund of the activation charge which I paid to Great Call. The total amount due to me remains at $11.06. When we initially cancelled the service on 19 September, I was promised a full refund. When I called customer service on 11 October to inquire about the delay in the refund I was promised no later than 27 September, I was again promised a full refund by both the customer service representative and her supervisor. I don't expect special treatment, but I do expect the three promises of a full refund made by Great Call to be honored.
If a full refund is not received, I will contact the Attorneys General for the states of [redacted] as it is becoming increasingly clear that this firm's business practice is to delay and withhold full refunds for a service which does not work as well as charge fees to which they are not entitled. Predatory practices against senior citizens cannot be tolerated.
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] has responded with his indication that he has returned the Jitterbug Flip cell phone again.
Although we cannot refund a phone that is not returned in like-new condition, we have issued an additional $9.99 billing credit to [redacted]’s account. Combined with the previously issued $50.00 credit, this will clear the charges incurred for the order of the Jiterbug5 handset currently used by the customer. In essence, an even exchange from one phone model to another. No further refunds or adjustments are merited. The Jitterbug Flip will be recycled upon receipt.
We apologize for any inconvenience this situation may have caused.
Best Regards.
To Whom It May Concern: On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. Mr. [redacted] has added additional comments pertaining to his service. As previously stated, Mr. [redacted] called on 2/6/17 stating he wanted to cancel the Smart phone line of service and his request was completed. The account remained active with the two safety device lines of service as they were not mentioned in the conversation prior to the call disconnecting. Per the added comments, we have processed a disconnect order for the enter account to be completed on 3/9/17, the last day of the current cycle. Should Mr. [redacted] have any question or wishes to continue service with the safety devices, he should call Customer Service, [redacted] between the hours of 5am and 9pm Pacific Time. 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. Per our conversation with Ms. [redacted] on February 24, 2017, all charges collected on January 20, 2017 have been refunded and Ms. [redacted] has agreed to close all complaints open with the Revdex.com and the Federal Communications Commission. We apologize for any inconvenience this situation may have caused. Best Regards.
To Whom It May Concern: On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. Mr. [redacted] has reported that his phone will not work. We appreciate the opportunity to respond to Mr. [redacted]’...
complaint and have completed an audit of his GreatCall account. Our records show that on 12/19/16, Mr. [redacted] processed an online order for a Jitterbug Smart phone creating account #[redacted]. The phone was delivered on 12/22/2016 and we show that an outbound call was placed 12/26/16, indicating that the phone was activated. On 12/30/16, Mr. [redacted] call Customer Service stating that he has two accounts and only wants to make one payment. Our representative spoke with his wife, Ms. [redacted] for approval and processed an order to move the phone to account#[redacted]. This move was completed on 1/7/2017, the account #[redacted] was disconnected and a final bill was sent. On 1/31/17, Mr. [redacted] call Customer Service to inquire about the final bill he received. Our agent explained that once the phone was moved to Ms. [redacted]’ account, the account was closed, he understood. On 2/3/17, Mr. [redacted] call Customer Service as he was having trouble with the email on his phone. Our representative attempted to assist, however, Ms. [redacted] stated he wanted to wait until his son was there to help him and that he would call back. On 2/5/17, Mr. [redacted] called Customer Service for assistance with his dad’s phone. Our agent determined that the phone was asking for a password, since the password was not known, the agent transferred to Technical Support for a phone reset. On 2/6/17, Mr. [redacted] called Customer Service to cancel service for his Smart phone. Mr. [redacted] was not able to verify his account password and the call disconnected, due to his statement that he wanted to cancel, our agent disconnected the service. Once a Smart phone is set up with an unlock password, if the password is forgotten, the phone then requires a reset. If this was not completed and Mr. [redacted] would like to restore service, he can call [redacted] between the hours of 6am and 6pm Pacific Time and ask for Technical Support. We apologize for any inconvenience this situation may have caused. Best Regards
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,[redacted] In response to the Complaint, I did, in fact, have a Jitterbug Red Flip Phone; however, I could not hear on it and returned it. Their reviews stated that they had a problem with this phone as to this complaint. I then waited a few months and although I liked a flip-style phone, when I saw this new phone advertised, I decided to try the new Touch 3, which is NOT any type of Jitterbug and states on the box, literature, phone, etc. that it is a greatcall Touch 3, and on the phone itself states Samsung, easy-to-use GreatCall Home Screen, 5Star, Urgent Care, MedCoach powerful speaker, Android, 8 GB storage, etc. etc. I have all the original boxes, etc, with the plastic coverings on the phone, etc.
The box states in bold print NEW. If pictures are desired, please so advise. This phone has only 4 minutes on it and as stated, I tried to return it right away because I could get no help from anyone as to how to operate it. Repeated calls were not returned, etc. This company has many negative ratings on it and any collection efforts would have very likely been on the red Jitterbug phone that I returned and I do remember contacting someone and they did not bill me again.No where does it state anything about a Jitterbug and although I preferred a flip phone, I request that I be allowed to return this phone for a full refund, including any and all activation fees. Again, photographs of the box, phone, literature, etc. is available and this company is trying to avoid standing behind their products and provide service as required. In the event I do not receive satisfactory resolution to this matter, I will, of course, puruse this through [redacted] Consumer Protection Agency, etc.Thank you in advance for your anticipated cooperation.Regards, [redacted]
Hello,Business response is below.[redacted] GreatCall Operations----------------------------------------------------------------------...⇄ [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 an issue she encountered while using the GreatCall Link
application went unresolved and has requested for a refund of the full monthly
service charges associated with the use of the Jitterbug5 handset during the
time which she encountered the unresolved issue.
We
appreciate the opportunity to respond to [redacted] complaint and have
completed an audit of her GreatCall account.
Our records
show that on 7/2/2015, [redacted] established an account for phone service
with the optional 5Star Urgent Response feature enabled on a Jitterbug5 cell
phone purchased at a local [redacted] department store. [redacted] provided the
name of [redacted] as the user of the service with herself listed as the primary
billing contact.
On September
31, 2015, [redacted] first reports an issue with the GreatCall Link app
downloaded to her mobile phone. At this time [redacted] does not have the
Jitterbug5 cell phone with her to conduct full troubleshooting. [redacted] is
provided with tips that may assist with resolving the reported issue and is
further advised to call back if the problem persists. On 10/6/2015, [redacted]
once more reports an issue with the GreatCall Link app. The issue is escalated
to our product testing and development staff for review. On 10/21/2015, [redacted] reported issue was resolved by having [redacted] power cycle his
Jitterbug5 handset by powering it off and then back on. At this time the
Jitterbug5 software was also updated and [redacted] acknowledged that the
mobile app appeared to be functioning properly. On 11/6/2015, 11/12/2015 and
11/13/2015 a member of our Technical Support Staff placed follow up calls to
[redacted] at phone number [redacted] Our records show that voicemail
messages were left for [redacted] and she was advised to call GreatCall if any
issues have been experienced. On 11/13/2015, [redacted] returned our call’s
from Technical Support and reported that the Link app was not working to her
liking. A detailed report of [redacted] complaint was once more escalated to
our product testing and development staff for review.
On
11/27/2015, per [redacted] request, her account is scheduled for
cancellation. At this time, a $15.00 refund is applied to [redacted]
credit/debit card on file. This refund constitutes the portion of the monthly
service charge that accounts for access to the GreatCall Link app. We have
determined that no further refund is merited as neither the phone service nor the 5Star
Urgent Response service were affected by the issue encountered with use of
the GreatCall Link app.
We apologize
for any inconvenience this situation may have caused and consider this matter
resolved.
Best Regards.
Re: [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] has requested a...
refund under our 30-day return policy.
We appreciate the opportunity to respond to [redacted] complaint and have completed a review of his GreatCall account.
Our records show that [redacted] established his account on 9/16/2016, with the activation of a GreatCall Lively Alert device. [redacted] was charged the standard service activation fee of $35.00 plus tax, totaling $40.13. The service activation fee was collected using a [redacted] ending [redacted] After submitting his activation request online, the device was successfully activated.
We see that on 9/16/2016, [redacted] placed a call to our Emergency Response Center but the call was dropped/abandoned prior to a representative answering the call. Per our established protocol, we followed up by placing a call to the subscriber’s home phone number on record. The notes for this incident indicate that the subscriber was contacted at their home phone number on record and that they confirmed that [redacted] was safe and not in need of any emergency response assistance.
On 9/19/2016, [redacted] contacted our Customer Service and per his request, the account was closed. At that time, [redacted] was advised that a refund for the service activation fee would be issued within 21 business days and that a $10.00 restocking fee (plus applicable tax) would retained. On 10/12/2016, a refund of $28.07 was issued to [redacted]’s [redacted] ending [redacted].
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 do not accept this perfunctory response regarding “the protocol “as adequate. My problem was that My Uncles Great Call Profile included that he was hard of hearing and clearly could not answer the questions. Additionally he was asked to answer questions like the Code to his door that were also a part of his profile This means that Great Call does not use the extensive information they ask for and this makes it a lengthy and confusing Response System
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*. [redacted]
Re: [redacted]_ 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.
No further review of the account is warranted. By not returning the phone in “like new” condition the terms of the 30 day return policy were not met and no other adjustment are due.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. Mr. [redacted] is seeking a refund.We appreciate the...
opportunity to respond to Mr. [redacted]’s complaint and have completed an audit of his GreatCall account. Our records show that Mr. [redacted] established his account on 6/16/2009 with the direct purchase of a Jitterbug J cell phone. On 5/8/2017, Mr. [redacted] order a Jitterbug Smart phone. We advised that there was a 30-day return period and if he did not like the phone, he could return it. On 5/18/2016, Mr. [redacted] called to say that he did not like the Smart phone, he wanted to return it for a 30-day refund and restore service to his original phone. At this time, it was determined that we could not restore service to the older model phone and agreed to send a free Jitterbug Flip replacement. The replacement phone delivered and was activated on 5/23/2017. A credit of $35.00 was placed on the account for an activation fee that should not have been charged on the order. GreatCall received the returned phone on 6/6/2017. The refund did not process within the expected timeframe of 21 business days from return receipt of the phone. On 6/29/2017, a new refund order was sent, however, this order omitted the request for a full refund and an exchange refund was process for $32.50, the difference in cost of the two phones. On 7/13/2017, Mr. [redacted] called to inquire about his refund, we saw that it was not properly credited and applied the cost difference, $79.99 to the account. Mr. [redacted] advised GreatCall that he wanted the refund to his credit card or via check. This was escalated for a review of the account and a callback was set up. Prior to our callback, Mr. [redacted] called back on 7/14/2017, to requested that his account be cancelled and to receive a refund. We processed an order for the account to cancel on 7/21/2017 and the refund request was sent. GreatCall initially processed two check refunds, one for $32.50 to be sent on 8/1/2017 and a second for $89.57 to be sent on 8/15/2017. Both check orders have been cancelled and on 8/4/2017, a full refund of $158.16, the purchase price of the Jitterbug Smart phone, was credited back to the Visa card ending in [redacted]. 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. Ms. [redacted] is seeking billing assistance. We appreciate...
the opportunity to respond to Ms. [redacted]’s complaint and have completed an audit of her GreatCall account. On 9/2/17, Ms. [redacted] called to inquire about GreatCall’s basic Health & Safety plan with 250 minutes and our agent made a change to the plan. A review shows that we should not have made the change to the lower plan as Ms. [redacted]’s current usage would not support the lower minutes and the usage overage fee occurred. GreatCall has credited the usage over fee of $233.33, to the account and refund the amount back to the [redacted] card ending in [redacted]. The refund should post to the card in 3-5 business days. We attempted to reach Ms. [redacted] on 10/18/17, to advise of the credit but there was no answer. We apologize for any inconvenience this situation may have caused. Best Regards.
Re: [redacted]_ Account [redacted] File 10716736
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 incorrectly increased her...
monthly invoice charges from $25.01/month to $49.86/month when she enrolled in automatic payments.
We appreciate this opportunity to respond to [redacted] complaint and have completed a review of her account. We have determined that her service was established on 05/08/2015 with the purchase and activation of a red Jitterbug5 handset. The initial sales order totaling $159.24 included the cost of the handset ($99), a one-time Service Activation Fee ($35), a non-refundable shipping charge ($10), and applicable taxes ($15.24). During the activation process, our system established a monthly Bill Cycle Date which determines when a customer's invoices are generated. [redacted] account was established on our Monthly 12th Bill Cycle. Concurrently, [redacted] selected our $19.99 Minutes-Only Plan which includes 400 airtime minutes per bill cycle.
On 05/12/2015, [redacted] first bill cycle period closed and on 05/13/2015 an invoice totaling $25.01 was generated. The charges included her $19.99 Minutes-Only Plan along with applicable taxes and fees. The charge for her airtime minutes billed her in advanced for services that would be provided during her next Bill Cycle period, 05/13/2015 - 06/12/2015. On 06/02/2015, a check payment of $25.01 was received and applied to her account to satisfy the charges associated with her May 2015 invoice.
On 06/13/2015 [redacted] June 2015 invoice totaling $25.58 was generated. The charges included her $19.99 Minutes-Only Plan (for services that would be provided between 06/13/2015 - 07/12/2015), a $0.50 charge for Text Messaging (5 incoming texts @ $0.10/message), and applicable taxes and fees. On 06/23/2015, she contacted our Customer Service to dispute the Text Messaging charges on her June 2015 invoice. As a courtesy, a $1.00 credit was applied to her account.
On 07/09/2051, a recurring ePayment linked to her bank account was established upon receipt of her completed ACH Authorization form. On 07/13/2015, her July 2015 invoice is generated totaling $25.28. The charges included the cost of her $19.99 Minutes-Only Plan (for services that would be provided between 07/13/2015 - 08/12/2015) and applicable taxes and fees.
The following day, 07/14/2015, per the established recurring ePayment, [redacted] bank account is debited for $49.86 to satisfy the outstanding invoice charges reflected on her account. The $49.86 debit included charges incurred on her June 2015 invoice ($25.58), a $1 credit for text messaging, and charges incurred on her July 2015 invoice ($25.28).
We wish to assure [redacted] that her monthly service plan, our $19.99 Minutes-Only Plan which includes 400 airtime minutes per bill cycle, was not changed without her authorization. GreatCall does pre-bill for services and does not prorate its services when a customer elects to cancel their service prior to their next bill cycle; however, customers are able to continue using their service until the end of their bill cycle if they elect to cancel mid-cycle.
We apologize for any miscommunication regarding the billing of her service and any inconvenience this situation may have caused. We now 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. [redacted] expressed that she...
canceled an order and did not receive a refund.
We appreciate the opportunity to respond to [redacted] complaint and have completed an audit of her GreatCall account.
Our records indicate that [redacted] service was established on 4/7/16 with the direct purchase of a Red Jitterbug Flip phone. The initial order, totaling $127.43, was processed using a[redacted] card ending [redacted] and consisted of the GreatCall Jitterbug Flip phone less a $25.00 price matching discount, a one-time service activation fee of $35.00, a non-refundable ground shipping charge of $10.00 and $7.44 for applicable taxes.
After review of the account we do see that [redacted] called to cancel the order on 4/8/16, it was however too late to do so and the ordered shipped. [redacted] refused the package and the package is returning to GreatCall. A credit for the purchase price of $127.43 and for the service fee of $35.15 has been processed to the [redacted] ending in [redacted] and will post in 3-5 business days.
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, this letter is submitted in response to the above-referenced complaint. Mr. [redacted] has supplied additional comments regarding his complaint.
As a one-time courtesy and specifically to resolve [redacted]’s complaint, GreatCall will refund all monies collected from [redacted]. Two separate refunds of $28.46 each for the monthly service charges and a refund of $80.34 for the original order will be issued. All funds should be returned to [redacted]’s account from which they were originally collected within the next ten business days.
While we have agreed to refund [redacted] in full, GreatCall’s assessment of [redacted]’s complaint remains unchanged. We have determined that there was no malfunction of [redacted]’s GreatCall Splash device and additionally, based on [redacted]’s description of events; our representative followed the correct and established protocol for the handling of a call to our Emergency Response Center during a period of high call volume by responding to him immediately when an agent was next available.
As [redacted] himself has described, an Emergency Response Agent contacted him within 60 seconds after he ended the call to our Emergency Response Center in which he was greeted by a recording indicating that an agent was not immediately available due to an unusual high number of calls at one time.
As previously mentioned, we are sorry to see that [redacted] has based his judgement/opinion of our services based on a single test call that occurred during this period of unusually high call volume.
Best Regards.
Re: [redacted]
To Whom It May Concern:
On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint. [redacted] has stated that she is not responsible for $131.00 and she does not want us to charge to her card.
We appreciate the opportunity to respond to [redacted] complaint and have completed an audit of her GreatCall account.
As previously stated GreatCall has canceled the account and removed the monthly service charges of $131.32, of which were never charged to her card and there are no charges due. Furthermore the refund of $30.02 for the service activation free has processed and should show within the next 3-5 business days back to the card ending in [redacted] Also, [redacted] should disregard any statements that may deliver after 7/1/2016.
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. Ms. [redacted] has an issue with billing. As previously stated, Ms. [redacted]’ account was closed on 10/2/2017, the balance has been removed and the account is at a zero balance. The email was system generated and can be disregarded. Ms. [redacted] will receive a final statement showing the zero balance. We apologize for any inconvenience this situation may have caused. Best Regards.
Hello,
Response doc is attached.
Abel- Customer Satisfaction
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 agree with Greatcall response we never talked to their support group every time we tired to talk Greatcall they always put use on hold always over hour never answer our call. I just want cancel their service all to gather.I stop all payments going to Greatcall and going to another service.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 did not purchase the device from Great Call. I purchased it from [redacted]. [redacted] accepted the return without incident. Even if I had purchased the device directly from Great Call, it was defective as no attendant came on the line after we pressed the call button. How can a firm charge a restocking fee for a defective device that I did not purchase from them? The service was also defective as Great Call did not contact the listed emergency contacts provided in case of a no contact with the user as their contract for service specifies.
I am asking for a full refund of the activation charge which I paid to Great Call. The total amount due to me remains at $11.06. When we initially cancelled the service on 19 September, I was promised a full refund. When I called customer service on 11 October to inquire about the delay in the refund I was promised no later than 27 September, I was again promised a full refund by both the customer service representative and her supervisor. I don't expect special treatment, but I do expect the three promises of a full refund made by Great Call to be honored.
If a full refund is not received, I will contact the Attorneys General for the states of [redacted] as it is becoming increasingly clear that this firm's business practice is to delay and withhold full refunds for a service which does not work as well as charge fees to which they are not entitled. Predatory practices against senior citizens cannot be tolerated.
Regards,[redacted]