On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. [redacted] has submitted additional comments regarding her complaint.
As previously mentioned, we received a call on 4/23/2016 in which [redacted] stated his intention to transfer the mobile service number from GreatCall to a new carrier. As such, the account was left open and active to allow for the port out process. GreatCall has no record of a separate call for cancellation being received on 4/25/2016 as stated in [redacted]’s additional comments. As previously determined, no further refunds are merited.
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 just want to clarify that this will resolve my complaint if I do in fact receive the phone. I am hesitant to close this file until I receive the phone as twice the company had agreed to send me a replacement battery which was never sent.
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]_Revdex.com Complaint # [redacted]To Whom It May Concern:On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. We appreciate the opportunity to respond...
to Mr. [redacted]’s complaint and have completed a review of his GreatCall account. Our records indicate that Mr. [redacted]’s account was established on 12/15/2016, with the direct purchase of a Jitterbug Flip cell phone. At that time, Mr. [redacted] enrolled in automatic recurring billing with a paperless billing option. As such, no mailed statements recapping the automatic charges have been mailed.Per Mr. [redacted]’s request, we will mail copies of the December 2016 and January 2017 billing statements to his billing address on records. Furthermore, we will disable the paperless billing option so that future statements are mailed for his review. Additionally, any GreatCall customer can register their account on our website, www.mygreatcall.com <http://www.mygreatcall.com>, to view usage and billing for current and previous billing periods. We apologize for any inconvenience this situation may have caused.Best Regards.
Re: [redacted]_ Account [redacted]_Revdex.com Complaint # [redacted] To Whom It May Concern: On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint. [redacted]...
[redacted] has expressed her dissatisfaction with the phone number assigned to the Jitterbug5 handset activated for [redacted] use and has requested that a number with the 631 area code be assigned to the phone or that she is allowed to port an existing phone number with the 631 area code from a different carrier to GreatCall. We appreciate the opportunity to respond to this complaint and have completed a review of [redacted] account. Our records indicate that on 5/9/2015, [redacted] placed a call to our Customer Service after experiencing a problem with activating the handset on our website, [redacted] Per [redacted]’s request, the account is established with [redacted] listed as the account holder and [redacted] listed as an authorized user. The setup of the account is completed and [redacted] is provided the instructions to complete the activation of the handset. Later on 5/9/2015, [redacted] placed a second call to Customer Service to indicate that she would like a phone number assigned with a 631 area code for use. At this time [redacted] is incorrectly advised that she was not issued a password by the previous Customer Service representative that assisted her with the setting up of the account. We regret that the second representative and the Supervisor to whom her call was escalated both failed to allow [redacted] to use the designated password on the account. We will take this opportunity to provide feedback and clarification to the GreatCall representatives that handled [redacted]’s second call to our Customer Service. On 5/12/2015, GreatCall Customer Satisfaction Specialist [redacted] received the Revdex.com complaint responded to here and reviewed the audio recordings of the calls our Customer Service received from [redacted]. Upon identifying the error, the GreatCall Customer Satisfaction Specialist, [redacted], placed a call to [redacted] to offer assistance but was unable to make contact with [redacted] by phone. A voicemail message was left for [redacted] to advise her that we can assist her with her concerns. While the GreatCall Customer Satisfaction Specialist was unable to speak with [redacted], the account password was entered into a specific field in our customer record management system so that it would be immediately recognized by our Customer Service Representatives as valid for verification when [redacted] contacts us in the future. On 5/13/2015, [redacted] placed a call to our Customer Service in response to the voicemail left by the Customer Satisfaction Specialist and requested information on the number transfer process from their current carrier to GreatCall. [redacted] indicated that she would like to transfer an active 631 phone number from [redacted] to GreatCall for use on the Jitterbug phone for [redacted]. The Customer Service representative who handled this call advised [redacted] call advised her of the necessary information required to submit the number transfer request and [redacted] stated that she would gather this information and call GreatCall once it is collected. As a courtesy GreatCall will refund the first monthly service payment that was collected on 5/11/2015 and clear this balance from the account. A refund in the amount of $30.34 will be applied to the credit/debit card used to collect the payment. We appreciate [redacted]’s patience and understanding and hope that she accepts our apology. We apologize for any inconvenience this situation may have caused and consider this matter resolved unless the Revdex.com has any further questions or requires additional information. If you have any further questions, please contact me. Best Regards.
On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint. [redacted] has expressed his dissatisfaction with our cancelation policy.
We appreciate the opportunity to respond to [redacted] complaint and have completed an audit of his GreatCall account.
Due to the use of the phone between the dates of 5/20/2016 through 6/1/2016, a total of 13 days, there is no refund is merited.
As stated in the GreatCall Terms and Conditions listed in our User Guide, section 3.2 Service Cancellation, paragraph 2:
If you wish to cancel your service before the end of a given month, you’ll be responsible for any account charges and overages through the date of your final bill.
We apologize for any inconvenience this situation may have caused.
On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint. [redacted] has expressed his dissatisfaction with the...
replacement processing of a GreatCall Splash device for use by his mother.
We appreciate the opportunity to respond to [redacted] complaint and have attempted to locate the records for the account being referenced. Unfortunately, [redacted] has not provided the necessary account information to allow for us to retrieve the records for review.
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 regret if this information was not provided to [redacted] at the time that a replacement device order was submitted. Additionally, the replacement and deactivation of a GreatCall Splash device should not affect any other line of service active on the account at that time.
[redacted] should follow up with our Customer Service at [redacted] between 5am and 9pm pacific time to discuss the account balance and request any adjustment that is due. At that time, [redacted] should be prepared to supply the GreatCall account information and to verify the account’s security information.
We apologize for any inconvenience this situation may have caused.
Best Regards.
Hello, I filed a complaint #[redacted] with the Revdex.com on 7/23/17 against GreatCall, Inc. I settled with GreatCall, Inc. on their offer for a full refund of the purchase price of the phone minus a $10 Restocking fee. The refund was to be issued to the card from which it was originally collected within 15 business days from when the phone was received back in their warehouse. I mailed the phone back to them on 8/17/17 through the USPS. I paid to have it tracked so I know that the phone was delivered to a person at their warehouse on 8/21/17 at 9:26 am. My credit card should have been refunded $85.75 within 15 business days of receipt which would have been 9/11/17. As of today, GreatCall, Inc. has not honored the refund that they promised. In order for me to have accepted the terms of GreatCall, Inc.'s offer, I was only presented with the option to accept their offer and the Revdex.com would close this case. Since GreatCall, Inc. did not honor their offer of refund, I would like the case reopened and the company pursued for the refund owed to me. I am not surprised that GreatCall, Inc. did not refund me like they said they would...this company scams people and is continuing to do so even after they agreed on the Revdex.com's website to refund their product. Please advise on my next steps. Thank you,
[redacted]
Re: [redacted] Account [redacted] File [redacted]To Whom It May Concern:On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. Ms. [redacted] is seeking a refund.We appreciate the opportunity...
to respond to Ms. [redacted]’s complaint and have completed an audit of her GreatCall account. Ms. [redacted] established her account on 8/3/2014 with an online purchase of a GreatCall Splash Device. On 6/13/2017, Ms. [redacted] to report that her device was not working properly and a Lively Mobile replacement was ordered and delivered on 6/16/16. We do show that Ms. [redacted] called several times for trouble shooting of her device and that the device was warranty replaced on two occasions. On 6/30/2017, Ms. [redacted] called to trouble shoot her device. We determined a coverage issue and the account was canceled. We advised that once the three devices are received, a refund would be processed.On 7/6/2017, Ms. [redacted] called to inquire about her refund, we advised that we had not yet received the devices. Ms. [redacted] stated that she had mailed them seven days ago, and we should have gotten them. We explained that we did not yet have a record of receipt and that once received, the refund would process in 15 business days.On 7/7/2017, GreatCall received a charge back from [redacted] for $53.43, the purchase price of the Lively Mobile purchased on 6/13/2017. These funds were immediately returned to Ms. [redacted]’s credit card ending in [redacted]. Even though we had not yet received the return of the three devises that were sent to Ms. [redacted], GreatCall did not dispute this charge back and accepted the return of funds. GreatCall considers the matter closed and no further refund is due. On 7/19/2017, GreatCall received the three returned devices.On 7/25/2017, Ms. [redacted] called to confirm that the account was closed. We confirmed that it was closed as of 6/30/2017. Ms. [redacted] asked if we had received the devices and about the refund. We advised that we had received the devices and that the refund was returned to her via the [redacted] charge back on 7/7/2017. Ms. [redacted] asked for an email confirmation and we explained that we could not send an email confirmation, but that she could contact [redacted] to confirm receipt of the funds. We apologize for any inconvenience this situation may have caused.Best Regards.
Good Morning,
We appreciate this opportunity to address [redacted] concerns and rejection of our proposed resolution.
We have attached a copy of our response to his rejection for your review.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint. [redacted] has expressed her dissatisfaction with the issue...
encountered during her attempts to activate a GreatCall Splash device for use by [redacted].
We appreciate the opportunity to respond to [redacted] complaint and have completed a review of her GreatCall account.
Our records show that [redacted] established her service on 5/10/2016 with the direct purchase of the GreatCall Splash device. On 5/21/2016, [redacted] reported to our Customer Service that she was unable to complete the activation of the device. On 5/23/2016, [redacted] again attempted the activation of her GreatCall Splash device and reported to our Customer Service that she was again unsuccessful and further requested that a replacement device be shipped to her.
Because the device could not be activated, our Customer Service representative submitted an order for a Warranty Replacement device to be shipped to [redacted]. After this replacement order was submitted, our Systems Developers identified a network issue that prevented any new activations from completing and determined that the failed activation issue being encountered was related to the network issue and was not due to a defect of the device itself. At that time, replacement orders were ceased and GreatCall began to contact all subscribers whose devices could not be activated so that retry efforts could be conducted.
Regretfully; before we could make contact with [redacted] so that we could successfully complete the activation of her GreatCall Splash, she called our Customer Service and requested cancellation of her account. Per [redacted]’s request, her account was closed and a pre-paid shipping label was mailed to her address to facilitate the return of the GreatCall Splash device. A full refund of the initial order and the monthly service charge collected will be issued within 21 days of the return being received at GreatCall’s returns warehouse.
We apologize for any inconvenience this situation may have caused.
[redacted]
To Whom It May Concern:
On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. [redacted] has submitted additional comments for the above referenced complaint.
As previously stated, [redacted] did not report any battery issues with the phone prior to 11/7/16, the date of cancellation. Our records show that our Customer Service and Technical Support teams have exercised due diligence in attempting to resolve any issues reported by [redacted]
GreatCalls 30-day return policy, as stated in the Terms and Conditions, found in the User Guide that is packaged with the phone, for a refund the phone must be returned within 30 days. [redacted] was outside of the 30 days and therefore no refund is due.
The Jitterbug Flip phone can be re-sold, gifted or recycled.
We apologize for any inconvenience this situation may have caused.
Best Regards.
As stated in the previous response, customer should allow 3-5 business days for refund to post to their account. While we understand the customer's hesitation, GreatCall will have no way of determining when the customer's bank/credit institution has posted the credit and will not be able to respond with a confirmation.
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.
These people simply say they don't make partial refunds. I want my money back; I don't really care about their policy. Its my money.
Regards,
[redacted]
To Whom It May Concern: On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint. ...
[redacted] has requested that the refund for his initial order be processed immediately as the product has been returned to GreatCall on 3/9/2015. We appreciate the opportunity to review this complaint and respond to the customer’s request. Our records indicate that on 2/26/2015, [redacted] placed an order for two (2) GreatCall handsets and charged the order to a [redacted] debit or credit card ending [redacted]. Upon the completion of his order, this request was forwarded to our Shipping and Receiving team for processing. The initial order consisted of the following: GreatCall Touch3 Smartphone …… $149.99 Jitterbug5 Flip Phone …………………. $99.00 Service Activation Fee ………………… $35.00 Standard Shipping Fee ………………… $10.00 Applicable State and Local Taxes … $22.74 Total initial charge …………………….. $316.73 The following day, 2/27/2015, [redacted] called our Customer Service to request that his order be cancelled. During the conversation on 2/27/2015, [redacted] was advised that the order had been shipped and was provided the UPS tracking number for reference. Per his request, the account was closed and [redacted] was advised to refuse the delivery or mark the unopened box with “return to sender” so that a full refund could be issued. The return package was received on 3/9/2015 and a notice was sent to our Financial Services Processing team to advise them that the order could be refunded. Our 30 Day Return Policy states that all approved refunds will be processed within 21 days of the merchandise being received in like new condition. On 3/25/2015, a full refund in the amount of $316.73 was processed to the above mentioned debit or credit card. We kindly ask that [redacted] confirm this refund has been received by calling the toll free number for Customer Service printed on the reverse of his debit or credit card. 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:
Thank you for your assistance and I will pursue this through the State.
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. Mr. Arthur Perry wants to close two...
accounts he has with GreatCall.
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 Jitterbug J5 cell phone account on 1/22/15 with the online activation of a retail purchased phone. Our records show that the account for the GreatCall Splash device was established on 3/25/16 with the online activation of a retail purchased device.
On 9/10/2016 GreatCall shows that an inbound call was received to the Jitterbug cell phone and was 10 minutes long. We also received on this date an email request, from the email address listed on both accounts to cancel service.On 9/12/16 we disconnected both accounts and sent the reply confirmation that the service was canceled.
We apologize for any inconvenience this situation may have caused. Best Regards.
I understand the $10.00 fee, why the additional charge of $12.32? The phone that I returned was in the same condition as I received and I checked the minutes used and it was 23minutes. Please explain. I do not appreciate being abused. I should be entitled to a full refund. You should stand behind your advertisement and stop ripping off senior citizens.
Regards,
[redacted]
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 submitted additional comments regarding her complaint.
As previously mentioned, we received a call on 4/23/2016 in which [redacted] stated his intention to transfer the mobile service number from GreatCall to a new carrier. As such, the account was left open and active to allow for the port out process. GreatCall has no record of a separate call for cancellation being received on 4/25/2016 as stated in [redacted]’s additional comments. As previously determined, no further refunds are merited.
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 just want to clarify that this will resolve my complaint if I do in fact receive the phone. I am hesitant to close this file until I receive the phone as twice the company had agreed to send me a replacement battery which was never sent.
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]_Revdex.com Complaint # [redacted]To Whom It May Concern:On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. We appreciate the opportunity to respond...
to Mr. [redacted]’s complaint and have completed a review of his GreatCall account. Our records indicate that Mr. [redacted]’s account was established on 12/15/2016, with the direct purchase of a Jitterbug Flip cell phone. At that time, Mr. [redacted] enrolled in automatic recurring billing with a paperless billing option. As such, no mailed statements recapping the automatic charges have been mailed.Per Mr. [redacted]’s request, we will mail copies of the December 2016 and January 2017 billing statements to his billing address on records. Furthermore, we will disable the paperless billing option so that future statements are mailed for his review. Additionally, any GreatCall customer can register their account on our website, www.mygreatcall.com <http://www.mygreatcall.com>, to view usage and billing for current and previous billing periods. We apologize for any inconvenience this situation may have caused.Best Regards.
Re: [redacted]_ Account [redacted]_Revdex.com Complaint # [redacted] To Whom It May Concern: On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint. [redacted]...
[redacted] has expressed her dissatisfaction with the phone number assigned to the Jitterbug5 handset activated for [redacted] use and has requested that a number with the 631 area code be assigned to the phone or that she is allowed to port an existing phone number with the 631 area code from a different carrier to GreatCall. We appreciate the opportunity to respond to this complaint and have completed a review of [redacted] account. Our records indicate that on 5/9/2015, [redacted] placed a call to our Customer Service after experiencing a problem with activating the handset on our website, [redacted] Per [redacted]’s request, the account is established with [redacted] listed as the account holder and [redacted] listed as an authorized user. The setup of the account is completed and [redacted] is provided the instructions to complete the activation of the handset. Later on 5/9/2015, [redacted] placed a second call to Customer Service to indicate that she would like a phone number assigned with a 631 area code for use. At this time [redacted] is incorrectly advised that she was not issued a password by the previous Customer Service representative that assisted her with the setting up of the account. We regret that the second representative and the Supervisor to whom her call was escalated both failed to allow [redacted] to use the designated password on the account. We will take this opportunity to provide feedback and clarification to the GreatCall representatives that handled [redacted]’s second call to our Customer Service. On 5/12/2015, GreatCall Customer Satisfaction Specialist [redacted] received the Revdex.com complaint responded to here and reviewed the audio recordings of the calls our Customer Service received from [redacted]. Upon identifying the error, the GreatCall Customer Satisfaction Specialist, [redacted], placed a call to [redacted] to offer assistance but was unable to make contact with [redacted] by phone. A voicemail message was left for [redacted] to advise her that we can assist her with her concerns. While the GreatCall Customer Satisfaction Specialist was unable to speak with [redacted], the account password was entered into a specific field in our customer record management system so that it would be immediately recognized by our Customer Service Representatives as valid for verification when [redacted] contacts us in the future. On 5/13/2015, [redacted] placed a call to our Customer Service in response to the voicemail left by the Customer Satisfaction Specialist and requested information on the number transfer process from their current carrier to GreatCall. [redacted] indicated that she would like to transfer an active 631 phone number from [redacted] to GreatCall for use on the Jitterbug phone for [redacted]. The Customer Service representative who handled this call advised [redacted] call advised her of the necessary information required to submit the number transfer request and [redacted] stated that she would gather this information and call GreatCall once it is collected. As a courtesy GreatCall will refund the first monthly service payment that was collected on 5/11/2015 and clear this balance from the account. A refund in the amount of $30.34 will be applied to the credit/debit card used to collect the payment. We appreciate [redacted]’s patience and understanding and hope that she accepts our apology. 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, this letter is submitted in response to the above-referenced complaint. [redacted] has expressed his dissatisfaction with our cancelation policy.
We appreciate the opportunity to respond to [redacted] complaint and have completed an audit of his GreatCall account.
Due to the use of the phone between the dates of 5/20/2016 through 6/1/2016, a total of 13 days, there is no refund is merited.
As stated in the GreatCall Terms and Conditions listed in our User Guide, section 3.2 Service Cancellation, paragraph 2:
If you wish to cancel your service before the end of a given month, you’ll be responsible for any account charges and overages through the date of your final bill.
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. [redacted] has expressed his dissatisfaction with the...
replacement processing of a GreatCall Splash device for use by his mother.
We appreciate the opportunity to respond to [redacted] complaint and have attempted to locate the records for the account being referenced. Unfortunately, [redacted] has not provided the necessary account information to allow for us to retrieve the records for review.
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 regret if this information was not provided to [redacted] at the time that a replacement device order was submitted. Additionally, the replacement and deactivation of a GreatCall Splash device should not affect any other line of service active on the account at that time.
[redacted] should follow up with our Customer Service at [redacted] between 5am and 9pm pacific time to discuss the account balance and request any adjustment that is due. At that time, [redacted] should be prepared to supply the GreatCall account information and to verify the account’s security information.
We apologize for any inconvenience this situation may have caused.
Best Regards.
Hello, I filed a complaint #[redacted] with the Revdex.com on 7/23/17 against GreatCall, Inc. I settled with GreatCall, Inc. on their offer for a full refund of the purchase price of the phone minus a $10 Restocking fee. The refund was to be issued to the card from which it was originally collected within 15 business days from when the phone was received back in their warehouse. I mailed the phone back to them on 8/17/17 through the USPS. I paid to have it tracked so I know that the phone was delivered to a person at their warehouse on 8/21/17 at 9:26 am. My credit card should have been refunded $85.75 within 15 business days of receipt which would have been 9/11/17. As of today, GreatCall, Inc. has not honored the refund that they promised. In order for me to have accepted the terms of GreatCall, Inc.'s offer, I was only presented with the option to accept their offer and the Revdex.com would close this case. Since GreatCall, Inc. did not honor their offer of refund, I would like the case reopened and the company pursued for the refund owed to me. I am not surprised that GreatCall, Inc. did not refund me like they said they would...this company scams people and is continuing to do so even after they agreed on the Revdex.com's website to refund their product. Please advise on my next steps. Thank you,
[redacted]
Re: [redacted] Account [redacted] File [redacted]To Whom It May Concern:On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. Ms. [redacted] is seeking a refund.We appreciate the opportunity...
to respond to Ms. [redacted]’s complaint and have completed an audit of her GreatCall account. Ms. [redacted] established her account on 8/3/2014 with an online purchase of a GreatCall Splash Device. On 6/13/2017, Ms. [redacted] to report that her device was not working properly and a Lively Mobile replacement was ordered and delivered on 6/16/16. We do show that Ms. [redacted] called several times for trouble shooting of her device and that the device was warranty replaced on two occasions. On 6/30/2017, Ms. [redacted] called to trouble shoot her device. We determined a coverage issue and the account was canceled. We advised that once the three devices are received, a refund would be processed.On 7/6/2017, Ms. [redacted] called to inquire about her refund, we advised that we had not yet received the devices. Ms. [redacted] stated that she had mailed them seven days ago, and we should have gotten them. We explained that we did not yet have a record of receipt and that once received, the refund would process in 15 business days.On 7/7/2017, GreatCall received a charge back from [redacted] for $53.43, the purchase price of the Lively Mobile purchased on 6/13/2017. These funds were immediately returned to Ms. [redacted]’s credit card ending in [redacted]. Even though we had not yet received the return of the three devises that were sent to Ms. [redacted], GreatCall did not dispute this charge back and accepted the return of funds. GreatCall considers the matter closed and no further refund is due. On 7/19/2017, GreatCall received the three returned devices.On 7/25/2017, Ms. [redacted] called to confirm that the account was closed. We confirmed that it was closed as of 6/30/2017. Ms. [redacted] asked if we had received the devices and about the refund. We advised that we had received the devices and that the refund was returned to her via the [redacted] charge back on 7/7/2017. Ms. [redacted] asked for an email confirmation and we explained that we could not send an email confirmation, but that she could contact [redacted] to confirm receipt of the funds. We apologize for any inconvenience this situation may have caused.Best Regards.
Good Morning,
We appreciate this opportunity to address [redacted] concerns and rejection of our proposed resolution.
We have attached a copy of our response to his rejection for your review.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Re: [redacted]
To Whom It May Concern:
On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint. [redacted] has expressed her dissatisfaction with the issue...
encountered during her attempts to activate a GreatCall Splash device for use by [redacted].
We appreciate the opportunity to respond to [redacted] complaint and have completed a review of her GreatCall account.
Our records show that [redacted] established her service on 5/10/2016 with the direct purchase of the GreatCall Splash device. On 5/21/2016, [redacted] reported to our Customer Service that she was unable to complete the activation of the device. On 5/23/2016, [redacted] again attempted the activation of her GreatCall Splash device and reported to our Customer Service that she was again unsuccessful and further requested that a replacement device be shipped to her.
Because the device could not be activated, our Customer Service representative submitted an order for a Warranty Replacement device to be shipped to [redacted]. After this replacement order was submitted, our Systems Developers identified a network issue that prevented any new activations from completing and determined that the failed activation issue being encountered was related to the network issue and was not due to a defect of the device itself. At that time, replacement orders were ceased and GreatCall began to contact all subscribers whose devices could not be activated so that retry efforts could be conducted.
Regretfully; before we could make contact with [redacted] so that we could successfully complete the activation of her GreatCall Splash, she called our Customer Service and requested cancellation of her account. Per [redacted]’s request, her account was closed and a pre-paid shipping label was mailed to her address to facilitate the return of the GreatCall Splash device. A full refund of the initial order and the monthly service charge collected will be issued within 21 days of the return being received at GreatCall’s returns warehouse.
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. [redacted] has submitted additional comments for the above referenced complaint.
As previously stated, [redacted] did not report any battery issues with the phone prior to 11/7/16, the date of cancellation. Our records show that our Customer Service and Technical Support teams have exercised due diligence in attempting to resolve any issues reported by [redacted]
GreatCalls 30-day return policy, as stated in the Terms and Conditions, found in the User Guide that is packaged with the phone, for a refund the phone must be returned within 30 days. [redacted] was outside of the 30 days and therefore no refund is due.
The Jitterbug Flip phone can be re-sold, gifted or recycled.
We apologize for any inconvenience this situation may have caused.
Best Regards.
As stated in the previous response, customer should allow 3-5 business days for refund to post to their account. While we understand the customer's hesitation, GreatCall will have no way of determining when the customer's bank/credit institution has posted the credit and will not be able to respond with a confirmation.
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.
These people simply say they don't make partial refunds. I want my money back; I don't really care about their policy. Its my money.
Regards,
[redacted]
To Whom It May Concern: On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint. ...
[redacted] has requested that the refund for his initial order be processed immediately as the product has been returned to GreatCall on 3/9/2015. We appreciate the opportunity to review this complaint and respond to the customer’s request. Our records indicate that on 2/26/2015, [redacted] placed an order for two (2) GreatCall handsets and charged the order to a [redacted] debit or credit card ending [redacted]. Upon the completion of his order, this request was forwarded to our Shipping and Receiving team for processing. The initial order consisted of the following: GreatCall Touch3 Smartphone …… $149.99 Jitterbug5 Flip Phone …………………. $99.00 Service Activation Fee ………………… $35.00 Standard Shipping Fee ………………… $10.00 Applicable State and Local Taxes … $22.74 Total initial charge …………………….. $316.73 The following day, 2/27/2015, [redacted] called our Customer Service to request that his order be cancelled. During the conversation on 2/27/2015, [redacted] was advised that the order had been shipped and was provided the UPS tracking number for reference. Per his request, the account was closed and [redacted] was advised to refuse the delivery or mark the unopened box with “return to sender” so that a full refund could be issued. The return package was received on 3/9/2015 and a notice was sent to our Financial Services Processing team to advise them that the order could be refunded. Our 30 Day Return Policy states that all approved refunds will be processed within 21 days of the merchandise being received in like new condition. On 3/25/2015, a full refund in the amount of $316.73 was processed to the above mentioned debit or credit card. We kindly ask that [redacted] confirm this refund has been received by calling the toll free number for Customer Service printed on the reverse of his debit or credit card. 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:
Thank you for your assistance and I will pursue this through the State.
Regards, [redacted]
Re: [redacted]To Whom It May Concern:On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. Mr. Arthur Perry wants to close two...
accounts he has with GreatCall.
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 Jitterbug J5 cell phone account on 1/22/15 with the online activation of a retail purchased phone. Our records show that the account for the GreatCall Splash device was established on 3/25/16 with the online activation of a retail purchased device.
On 9/10/2016 GreatCall shows that an inbound call was received to the Jitterbug cell phone and was 10 minutes long. We also received on this date an email request, from the email address listed on both accounts to cancel service.On 9/12/16 we disconnected both accounts and sent the reply confirmation that the service was canceled.
We apologize for any inconvenience this situation may have caused. Best Regards.
I understand the $10.00 fee, why the additional charge of $12.32? The phone that I returned was in the same condition as I received and I checked the minutes used and it was 23minutes. Please explain. I do not appreciate being abused. I should be entitled to a full refund. You should stand behind your advertisement and stop ripping off senior citizens.
Regards,
[redacted]
Response doc attached.
Thank you,
GreatCall Customer Satisfaction