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]
To Whom It May Concern: We appreciate Ms. [redacted]’s additional feedback and comments. As previously mentioned, GreatCall’s 5Star Emergency Response agents ask certain questions to find out what has occurred so that information can be relayed to first responders in real time. The 5Star agent needs a verbal confirmation to ensure that the correct resources are sent to the correct address. This is the same process 911 uses when caller’s call into them directly. The 5Star agent also validates the name and access instructions of the subscriber so that the information matches the Personal Profile they are looking at during the call. We apologize for any inconvenience this situation may have caused. Best Regards.
Re: [redacted]_ Account [redacted]_ File [redacted]
To Whom It May Concern:
On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint. [redacted] has requested that she be refunded $80.44, for a payment...
submitted to her closed account.
We appreciate the opportunity to respond to [redacted]’s complaint and have completed an audit of her GreatCall account.
Our records show that [redacted]’s account was closed on 11/5/2015. At that time, a credit balance of $80.44 was posted to the account. GreatCall issues refund checks for overpayment on approximately the 15th of each month. We regret that due to a processing error, the refund check was not issued on or about 12/15/2015. We would like to confirm, however, that a refund check in the amount of $80.44 was mailed to the P.O. Box billing address on file on 1/15/2016. If [redacted] has not received this refund, we ask her to contact our Customer Service at [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.
I do NOT agree with company's response. I did change the company and using same phone but with unlimited usage. The phone still dials on its own (off and on) and it is pain in the neck and will have to buy another in the near future - but, at least (now) I am not being charged for any extras or overcharges. They might as well write off the charge of $92.50 as I have evidence that the phone dials on its own. Again, I am NOT going to pay their charge. Regards,
[redacted]
To Whom It May Concern:On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and [redacted] Response, this letter is submitted in response to the above-referenced complaint.We appreciate the opportunity to respond to Mr. [redacted]’s complaint and have completed a review of his...
GreatCall account.Our records indicate that Mr. [redacted] established service on March 10, 2017, with the direct order of a Jitterbug Touch3 smartphone. We see that our Customer Service worked diligently to assist Mr. [redacted] with any issue that he may have encountered during the time that his service was active. On June 21, 2017, a pre-activated replacement was ordered because we were unable to replicate the issues being reported to us over the phone by Mr. [redacted]. During the course of providing service to Mr. [redacted], we see that used in excess of 3,400 talk-time minutes and over 500 megabytes of Mobile Data; on two occasions exceeding the limit of the rate plan that he selected, resulting in overage charges. Overage charges are detailed on page three of the monthly invoices. Lastly, on July 26, 2017, Mr. [redacted] closed his account by porting his service number to a new carrier.We apologize for any inconvenience that Mr. [redacted] may have experienced during this time.Best Regards.
To Whom It May Concern: On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint. [redacted] has expressed dissatisfaction with her GreatCall experience. She has requested a full refund of her...
initial sales order whose delivery was refused. We appreciate this opportunity to respond to [redacted] complaint and have completed a review of her account. We have determined that the account was established on 01/15/2015 with the purchase and activation of a silver 5Star device. The initial sales order totaling $81.44 included the cost of the device ($29.99), a one-time Service Activation Fee ($35), a standard shipping charge ($10), a free wristband, and applicable taxes ($6.45). On 01/18/15 [redacted] made a follow-up call to our Customer Service to cancel her order and cancel her account. Per her request, the account was cancelled; however, we regret that her processed order could not be cancelled as it was in transit to her location. She was advised to refuse the shipment and the order would be returned to our Fulfillment Center. We have confirmed that on 01/26/15 [redacted] refused the delivery of her initial sales order and that the refused shipment is received in our Fulfillment Center on 01/30/2015. On 02/18/15, per our established 30-Day Return policy, a $10 Restock Fee was applied to the account and a refund totaling $60.25 was processed onto [redacted] card ending [redacted]. The refund included the cost of the device ($29.99), the one-time Service Activation Fee ($35), and applicable taxes ($5.26) less the Restock Fee. We regret that our Customer Service agents provided [redacted] with conflicting information and that a full refund was not processed upon the receipt of her refused shipment as is our policy. To prevent further escalation, on 03/09/2015 an additional refund totaling $21.19 was processed onto [redacted]’s [redacted] card ending 2270. The refund reverses the $10 Restocking Fee previously applied to the account, and refunds [redacted] for standard ground shipping ($10), and applicable taxes ($1.19). [redacted] should allow 3-5 business days for the credit to be reflected on her [redacted] card account. We apologize for any inconvenience this situation may have caused and consider this matter resolved unless the Revdex.com has any further questions or requires additional information. If you have any further questions, please contact me. Best Regards.
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. Ms. [redacted] is disputing a bill. We appreciate the opportunity...
to respond to Ms. [redacted]’ complaint and have completed an audit of her GreatCall account. GreatCall will send an automatic, usage notification to the cell phone if a user has reached or exceeded 80% of the available monthly allotted minutes. The message states; Hello, GreatCall, your wireless provider, would like to notify you that based on your current usage you have the potential to exceed your monthly minutes allotment for the bill cycle ending on the (date). To review your estimated usage, please, contact our friendly customer representative at 1-800-733-6632. To opt out, please press 1. To hear the message again, press 2. A review shows that on 6/3/2016, GreatCall delivered a usage notification to Ms. [redacted]’ cell phone that at least 975 of 1200 of the available minutes had been used and the number one was pressed to opt out of receiving any future notices. For the next four bill cycles, Ms. [redacted] exceeded her monthly allotted minutes of 600 and overage fees incurred at .35 cents per minute. On 10/13/2016, Ms. [redacted] and Ms. [redacted] called to review usage on the account. Based on the usage, our advisor recommended a change to 2000 minutes, this was accepted and the plan was changed. On 12/20/2016, Ms. [redacted] called to inquire about the account number and the information was provided. Later this day, the cell phone number was ported out to a new carrier and the account was closed. The final bill processed on 1/6/2017, the balance was zero, GreatCall has no record of any invoice after this and there has been no balance due on the account since. 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] disputes GreatCall's evaluation results of [redacted] returned handset. Furthermore, she has requested that GreatCall stop its efforts to reobtain payment for the returned handset and adjust the account balance to $0. We appreciate the opportunity to respond to [redacted] complaint and have completed a review of [redacted] account. We have determined that his account was established with the purchase and activation of a red Jitterbug5 handset. The initial sales order totaling $157.42 included the cost of the handset ($99), a one-time Service Activation Fee ($35), a non-refundable shipping charge ($10), and applicable taxes ($13.42). On 06/30/2014, [redacted] called our Customer Service to initiate a port in of his existing cell phone number. He was advised to contact his previous carrier to obtain the information needed to complete his request. He contacted our Customer Service later that day; however, we were unable still unable to initiate a port in of his existing phone number because [redacted] was unable to provide the information necessary to submit his request. On 07/08/2015, [redacted], the account’s billing contact, contacted our Customer Service to request the cancellation of [redacted]'s service. Per her request, the account was disconnected. On 07/23/14, our Logistics team recorded the receipt of the returned handset. Their evaluation notes indicate that the handset was received with scratches on the inside and outside LCD screens and also on the front case of the handset. As a result, the handset was deemed to be in C-Stock condition and was not eligible for a refund per our established 30-Day Return policy. As per our policy, the handset was returned to the customer on 10/16/14. On 09/26/14, our Financial Services team began processing a Chargeback initiated by [redacted] to recover the cost of the initial sales order. To prevent further escalation of the dispute, we elected to accept default and processed a full refund of the cost of the initial sales order onto [redacted] ending [redacted] also received a refund of the charges incurred on her first month's invoice ($4.32). At that same time, the cost of the initial sales order ($157.42) was debited against the account. We regret [redacted] and [redacted]’s negative GreatCall experience. To prevent further escalation of this matter, we have removed [redacted]’s account from collections and have adjusted the account balance to $0. We have also forwarded a return shipping label to [redacted] to recover the handset. We apologize for any inconvenience this situation may have caused and consider this matter resolved unless the Revdex.com has any further questions or requires additional information. If you have any further questions, please contact me. Best Regards.
Re: [redacted] Account [redacted]_Revdex.com Complaint # [redacted] To Whom It May Concern: On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint. [redacted] has...
reported that GreatCall has failed to provide her with the requested ACH form to enroll in automatic payments using a Checking or Savings account. [redacted] is requesting service credits for the calls that she placed to our Customer Service when making requests for the form. We appreciate the opportunity to respond to [redacted]’s complaint and have completed an audit of her account. We have found that [redacted] has called our Customer Service on 3/4/2015, 3/23/2015, 4/9/2015 and 5/2/2015 to request the aforementioned ACH form. GreatCall, as a courtesy, sends the ACH form within the first two months of service to all customers with their monthly billing statement by mail. We have confirmed that the ACH form was first provided, by mail with the monthly service invoice for September 2014. Subsequent requests that are received by GreatCall are included with the next available monthly service invoice after the request is received. We can confirm that the subsequent requests were fulfilled and included with the April, May and June monthly service billing statements. The monthly billing statements for September 2014, April 2015, May 2015 and June 2015 are attached to our response for [redacted]’s review. We encourage [redacted] to print one of the attached invoices so that she may use the enclosed ACH form. As a courtesy, we have included the ACH form in a stand-alone version for easy downloading by [redacted]. We have determined that GreatCall has fulfilled [redacted]’s request for the ACH form and therefore cannot issue a service credit because the form was overlooked when [redacted] was reviewing her monthly service billing statements. 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 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]_ File [redacted] To Whom It May Concern: On behalf of GreatCall, Inc. (“GreatCall”), creator of the [redacted], this letter is submitted in response to the above-referenced complaint. Ms. [redacted]...
[redacted] has expressed her dissatisfaction with the port out process and is requesting her that her phone number ###-###-#### is released for use with her new carrier. We appreciate the opportunity to respond to Ms. [redacted]’s complaint and have conducted a review of her GreatCall account. Our records show that on 6/11/2015; a port out request was rejected because Ms. [redacted]’s new carrier submitted a port request without the required account password that is used for verification. On 6/12/2015; a second port request is submitted with the incorrect password and is also rejected. Later on 6/12/2015; a new port request with the correct customer information is received from Ms. [redacted]’s new carrier. Ms. [redacted]’s new carrier was advised to notify GreatCall when they have successfully activated the service number on their network so that we may facilitate the immediate cancellation of Ms. [redacted]’s GreatCall account. The confirmation is received on 6/16/2015 and Ms. [redacted]’s GreatCall account is closed. The porting process is mandated by the Federal Communications Commission and is uniform across all carriers. We regret that Ms. [redacted]’s new carrier failed to provide the correct account information in their initial requests to obtain Ms. [redacted]’s service number of ###-###-####. We apologize for any inconvenience this situation may have caused and consider this matter resolved unless the Revdex.com has any further questions or requires additional information. If you have any further questions, please contact me. Best Regards
Re: [redacted]
To Whom It May Concern:
On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. [redacted] has submitted additional comments regarding her complaint.
Based on the audio recording of [redacted]’s call to order her GreatCall service, we can confirm that there was no discussion of a future start date for service and that [redacted] was made aware that billing would start within five to seven days from the time her order was placed.
While we dispute the factual basis of [redacted]’s comments regarding the setup and start of her service with GreatCall, we will refund the January, February and March 2016 service charges, totaling $84.18. GreatCall can only issue a refund in the original manner from which the payment was collected, and as such, has issued the aforementioned refunds to the [redacted] card ending [redacted]. No further refunds are merited. If [redacted] has closed this [redacted] card account, she should follow up with the card issuer to determine how they will transfer these funds to her.
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.
[The company is not recognizing the fact that their phone is not secured from sensativity whereby it dials on its own - I did NOT make those calls and did NOT generate overcharges. I will NOT pay those charges.]
Regards,
[redacted]
Re: [redacted] Account [redacted] File [redacted]
To Whom It May Concern:
On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint. [redacted] has expressed dissatisfaction with his GreatCall experience. He...
has reported that he was not aware that his service was active and billing and wishes to obtain a refund for activation fee and service charge.
We appreciate this opportunity to response to [redacted] complaint and have completed a review of his account. We have determined that the account was established with the purchase and activation of a GreatCall Splash device. The initial sales order totaling $92.24 included the cost of the device ($49.99), a one-tine Service Activation Fee ($35), and applicable taxes ($7.25). At the time of the online order, our system established a bill cycle of Monthly 25 which determines when the customer monthly invoice is generated. Concurrently, [redacted] established a recurring ePayment linked to his [redacted] ending [redacted] to satisfy the monthly invoice charges associated with his account.
On 07/27/2015 [redacted] contacted out Customer Service to dispute a $31.21 debit to his [redacted] to satisfy his July 2015 invoice charges. Our agent advised [redacted] that the charge was for his 5Star service which was active and billing upon the fulfillment of his initial sales order. [redacted] expressed his dissatisfaction with the activation of his service and per his request, the account was cancelled. He was also advised that his service had exceeded the 30-Day Return period and his request for a refund of the activation fee ($35) and invoice charges ($31.21) was denied.
We regret that it was not clear to [redacted] that his service became active and billing upon the fulfillment of his initial sales order. To prevent further escalation of this matter, we will extend [redacted]’s return period. On 08/04/2015 we contacted [redacted] to advise him of his extended return period and provided him with return instructions. Upon receipt of his returned device, we will process a 30-Day Return refund which includes a refund for the cost of the device, the one-time activation fee, first month’s invoiced charges and applicable taxes.
We apologize for any inconvenience this situation may have caused and will consider this matter resolved upon the completion of [redacted]’s extended 30 Day Refund unless the Revdex.com has any further questions or requires additional information. If you have any further questions, please contact me.
Best Regards.
Re: [redacted] Account [redacted] File [redacted] To Whom It May Concern: On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. We appreciate the opportunity to respond to Mr. [redacted]’s rebuttal. We are sorry that Mr. [redacted] was not completely satisfied with the data usage on his Jitterbug Smart phone and we appreciate his feedback. Mr. [redacted] is stating that he habitually leaves his computer on sleep and does not shut it down. To clarify, GreatCall never recommended for Mr. [redacted] to shut down his Jitterbug Smart cell phone, only to close any unused applications. Applications left running in the background of any smart cell phone will use data when the user is not connected to Wi-Fi. Whenever a device is connected to Wi-Fi, the user is not using their data. GreatCall recommended and attempted to assist Mr. [redacted] in connecting his Wi-Fi account to his Jitterbug Smart. 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] was dissatisfied with...
the cancellation process and would like a refund. We appreciate the opportunity to respond to Ms. [redacted]’s complaint and have completed an audit of her GreatCall account. Per GreatCall’s Customer Agreement, as stated in the User Guide, packaged with the phone and which can be found at our web page https://www.greatcall.com/legal/customer-agreement, and to protect account security, all cancellations must be processed over the phone. GreatCall does not have a record indicating we received a letter from Ms. [redacted] requesting to cancel her service. Our records show that Ms. [redacted] filled a chargeback on 8/10/2017 for service from 4/27/17 through 7/26/17. We attempted to reach Ms. [redacted] several times on the cell phone and home phone number on file, but were unable to do so. On 10/15/17, GreatCall received an email from Ms. [redacted] regarding the status of her account. Since we found two accounts for Ms. [redacted], we replied to her email for clarification as there was no previous record requesting to disconnect her account, GreatCall did not receive a reply. On 11/1/17 by GreatCall’s Financial Service Team connected with Ms. [redacted] and her Splash device account was disconnected. Although GreatCall considers the monthly service fees to be valid, as a courtesy, we have removed the balance and it is now at zero. We apologize for any inconvenience this situation may have caused. Best Regards. Tell us why here...
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Statements made by Great Call are factually incorrect. When we made the test, no immediate response was made to the button push. Eventually, Great Call did call my father's home phone. However, we did not answer it because we wanted to test whether the company would call the emergency contacts in the event of an actual emergency. None of the emergency contact phone numbers were contacted by Great Call. Had there been an actual emergency and my father had fallen, he would not have been able to get to his landline telephone. The promised calls to emergency contacts was a necessary part of the service and Great Call failed the test.
At no time was I notified about a restocking fee. Not when I activated the unit, not when we cancelled the service, and not by either the customer service representative or her supervisor on my last call on October 11. And why would there be a restocking fee anyway? The unit was purchased at [redacted] and I returned it to [redacted], without incident. If any restocking fee was to be charged, wouldn't it be at the point of sale? Also, if this were truly a fee, why would sales tax be charged?
To make this right, I would like a full refund. I am due an additional refund of $11.06.
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 want everyone to know how I was treated. They have never said anything about the 3 light scratches on the first phone returned and 6 deep scratches on the second. I do have a witness for that. I want the print out of my phone calls. I will get a subpoena. I hope they are not able to change what is on the computer. I would love all the e mails back in forth about me. Regards,[redacted]
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]
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]
To Whom It May Concern: We appreciate Ms. [redacted]’s additional feedback and comments. As previously mentioned, GreatCall’s 5Star Emergency Response agents ask certain questions to find out what has occurred so that information can be relayed to first responders in real time. The 5Star agent needs a verbal confirmation to ensure that the correct resources are sent to the correct address. This is the same process 911 uses when caller’s call into them directly. The 5Star agent also validates the name and access instructions of the subscriber so that the information matches the Personal Profile they are looking at during the call. We apologize for any inconvenience this situation may have caused. Best Regards.
Re: [redacted]_ Account [redacted]_ File [redacted]
To Whom It May Concern:
On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint. [redacted] has requested that she be refunded $80.44, for a payment...
submitted to her closed account.
We appreciate the opportunity to respond to [redacted]’s complaint and have completed an audit of her GreatCall account.
Our records show that [redacted]’s account was closed on 11/5/2015. At that time, a credit balance of $80.44 was posted to the account. GreatCall issues refund checks for overpayment on approximately the 15th of each month. We regret that due to a processing error, the refund check was not issued on or about 12/15/2015. We would like to confirm, however, that a refund check in the amount of $80.44 was mailed to the P.O. Box billing address on file on 1/15/2016. If [redacted] has not received this refund, we ask her to contact our Customer Service at [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.
I do NOT agree with company's response. I did change the company and using same phone but with unlimited usage. The phone still dials on its own (off and on) and it is pain in the neck and will have to buy another in the near future - but, at least (now) I am not being charged for any extras or overcharges. They might as well write off the charge of $92.50 as I have evidence that the phone dials on its own. Again, I am NOT going to pay their charge. Regards,
[redacted]
To Whom It May Concern:On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and [redacted] Response, this letter is submitted in response to the above-referenced complaint.We appreciate the opportunity to respond to Mr. [redacted]’s complaint and have completed a review of his...
GreatCall account.Our records indicate that Mr. [redacted] established service on March 10, 2017, with the direct order of a Jitterbug Touch3 smartphone. We see that our Customer Service worked diligently to assist Mr. [redacted] with any issue that he may have encountered during the time that his service was active. On June 21, 2017, a pre-activated replacement was ordered because we were unable to replicate the issues being reported to us over the phone by Mr. [redacted]. During the course of providing service to Mr. [redacted], we see that used in excess of 3,400 talk-time minutes and over 500 megabytes of Mobile Data; on two occasions exceeding the limit of the rate plan that he selected, resulting in overage charges. Overage charges are detailed on page three of the monthly invoices. Lastly, on July 26, 2017, Mr. [redacted] closed his account by porting his service number to a new carrier.We apologize for any inconvenience that Mr. [redacted] may have experienced during this time.Best Regards.
To Whom It May Concern: On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint. [redacted] has expressed dissatisfaction with her GreatCall experience. She has requested a full refund of her...
initial sales order whose delivery was refused. We appreciate this opportunity to respond to [redacted] complaint and have completed a review of her account. We have determined that the account was established on 01/15/2015 with the purchase and activation of a silver 5Star device. The initial sales order totaling $81.44 included the cost of the device ($29.99), a one-time Service Activation Fee ($35), a standard shipping charge ($10), a free wristband, and applicable taxes ($6.45). On 01/18/15 [redacted] made a follow-up call to our Customer Service to cancel her order and cancel her account. Per her request, the account was cancelled; however, we regret that her processed order could not be cancelled as it was in transit to her location. She was advised to refuse the shipment and the order would be returned to our Fulfillment Center. We have confirmed that on 01/26/15 [redacted] refused the delivery of her initial sales order and that the refused shipment is received in our Fulfillment Center on 01/30/2015. On 02/18/15, per our established 30-Day Return policy, a $10 Restock Fee was applied to the account and a refund totaling $60.25 was processed onto [redacted] card ending [redacted]. The refund included the cost of the device ($29.99), the one-time Service Activation Fee ($35), and applicable taxes ($5.26) less the Restock Fee. We regret that our Customer Service agents provided [redacted] with conflicting information and that a full refund was not processed upon the receipt of her refused shipment as is our policy. To prevent further escalation, on 03/09/2015 an additional refund totaling $21.19 was processed onto [redacted]’s [redacted] card ending 2270. The refund reverses the $10 Restocking Fee previously applied to the account, and refunds [redacted] for standard ground shipping ($10), and applicable taxes ($1.19). [redacted] should allow 3-5 business days for the credit to be reflected on her [redacted] card account. We apologize for any inconvenience this situation may have caused and consider this matter resolved unless the Revdex.com has any further questions or requires additional information. If you have any further questions, please contact me. Best Regards.
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. Ms. [redacted] is disputing a bill. We appreciate the opportunity...
to respond to Ms. [redacted]’ complaint and have completed an audit of her GreatCall account. GreatCall will send an automatic, usage notification to the cell phone if a user has reached or exceeded 80% of the available monthly allotted minutes. The message states; Hello, GreatCall, your wireless provider, would like to notify you that based on your current usage you have the potential to exceed your monthly minutes allotment for the bill cycle ending on the (date). To review your estimated usage, please, contact our friendly customer representative at 1-800-733-6632. To opt out, please press 1. To hear the message again, press 2. A review shows that on 6/3/2016, GreatCall delivered a usage notification to Ms. [redacted]’ cell phone that at least 975 of 1200 of the available minutes had been used and the number one was pressed to opt out of receiving any future notices. For the next four bill cycles, Ms. [redacted] exceeded her monthly allotted minutes of 600 and overage fees incurred at .35 cents per minute. On 10/13/2016, Ms. [redacted] and Ms. [redacted] called to review usage on the account. Based on the usage, our advisor recommended a change to 2000 minutes, this was accepted and the plan was changed. On 12/20/2016, Ms. [redacted] called to inquire about the account number and the information was provided. Later this day, the cell phone number was ported out to a new carrier and the account was closed. The final bill processed on 1/6/2017, the balance was zero, GreatCall has no record of any invoice after this and there has been no balance due on the account since. 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] disputes GreatCall's evaluation results of [redacted] returned handset. Furthermore, she has requested that GreatCall stop its efforts to reobtain payment for the returned handset and adjust the account balance to $0. We appreciate the opportunity to respond to [redacted] complaint and have completed a review of [redacted] account. We have determined that his account was established with the purchase and activation of a red Jitterbug5 handset. The initial sales order totaling $157.42 included the cost of the handset ($99), a one-time Service Activation Fee ($35), a non-refundable shipping charge ($10), and applicable taxes ($13.42). On 06/30/2014, [redacted] called our Customer Service to initiate a port in of his existing cell phone number. He was advised to contact his previous carrier to obtain the information needed to complete his request. He contacted our Customer Service later that day; however, we were unable still unable to initiate a port in of his existing phone number because [redacted] was unable to provide the information necessary to submit his request. On 07/08/2015, [redacted], the account’s billing contact, contacted our Customer Service to request the cancellation of [redacted]'s service. Per her request, the account was disconnected. On 07/23/14, our Logistics team recorded the receipt of the returned handset. Their evaluation notes indicate that the handset was received with scratches on the inside and outside LCD screens and also on the front case of the handset. As a result, the handset was deemed to be in C-Stock condition and was not eligible for a refund per our established 30-Day Return policy. As per our policy, the handset was returned to the customer on 10/16/14. On 09/26/14, our Financial Services team began processing a Chargeback initiated by [redacted] to recover the cost of the initial sales order. To prevent further escalation of the dispute, we elected to accept default and processed a full refund of the cost of the initial sales order onto [redacted] ending [redacted] also received a refund of the charges incurred on her first month's invoice ($4.32). At that same time, the cost of the initial sales order ($157.42) was debited against the account. We regret [redacted] and [redacted]’s negative GreatCall experience. To prevent further escalation of this matter, we have removed [redacted]’s account from collections and have adjusted the account balance to $0. We have also forwarded a return shipping label to [redacted] to recover the handset. We apologize for any inconvenience this situation may have caused and consider this matter resolved unless the Revdex.com has any further questions or requires additional information. If you have any further questions, please contact me. Best Regards.
Re: [redacted] Account [redacted]_Revdex.com Complaint # [redacted] To Whom It May Concern: On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint. [redacted] has...
reported that GreatCall has failed to provide her with the requested ACH form to enroll in automatic payments using a Checking or Savings account. [redacted] is requesting service credits for the calls that she placed to our Customer Service when making requests for the form. We appreciate the opportunity to respond to [redacted]’s complaint and have completed an audit of her account. We have found that [redacted] has called our Customer Service on 3/4/2015, 3/23/2015, 4/9/2015 and 5/2/2015 to request the aforementioned ACH form. GreatCall, as a courtesy, sends the ACH form within the first two months of service to all customers with their monthly billing statement by mail. We have confirmed that the ACH form was first provided, by mail with the monthly service invoice for September 2014. Subsequent requests that are received by GreatCall are included with the next available monthly service invoice after the request is received. We can confirm that the subsequent requests were fulfilled and included with the April, May and June monthly service billing statements. The monthly billing statements for September 2014, April 2015, May 2015 and June 2015 are attached to our response for [redacted]’s review. We encourage [redacted] to print one of the attached invoices so that she may use the enclosed ACH form. As a courtesy, we have included the ACH form in a stand-alone version for easy downloading by [redacted]. We have determined that GreatCall has fulfilled [redacted]’s request for the ACH form and therefore cannot issue a service credit because the form was overlooked when [redacted] was reviewing her monthly service billing statements. 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 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]_ File [redacted] To Whom It May Concern: On behalf of GreatCall, Inc. (“GreatCall”), creator of the [redacted], this letter is submitted in response to the above-referenced complaint. Ms. [redacted]...
[redacted] has expressed her dissatisfaction with the port out process and is requesting her that her phone number ###-###-#### is released for use with her new carrier. We appreciate the opportunity to respond to Ms. [redacted]’s complaint and have conducted a review of her GreatCall account. Our records show that on 6/11/2015; a port out request was rejected because Ms. [redacted]’s new carrier submitted a port request without the required account password that is used for verification. On 6/12/2015; a second port request is submitted with the incorrect password and is also rejected. Later on 6/12/2015; a new port request with the correct customer information is received from Ms. [redacted]’s new carrier. Ms. [redacted]’s new carrier was advised to notify GreatCall when they have successfully activated the service number on their network so that we may facilitate the immediate cancellation of Ms. [redacted]’s GreatCall account. The confirmation is received on 6/16/2015 and Ms. [redacted]’s GreatCall account is closed. The porting process is mandated by the Federal Communications Commission and is uniform across all carriers. We regret that Ms. [redacted]’s new carrier failed to provide the correct account information in their initial requests to obtain Ms. [redacted]’s service number of ###-###-####. We apologize for any inconvenience this situation may have caused and consider this matter resolved unless the Revdex.com has any further questions or requires additional information. If you have any further questions, please contact me. Best Regards
Re: [redacted]
To Whom It May Concern:
On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. [redacted] has submitted additional comments regarding her complaint.
Based on the audio recording of [redacted]’s call to order her GreatCall service, we can confirm that there was no discussion of a future start date for service and that [redacted] was made aware that billing would start within five to seven days from the time her order was placed.
While we dispute the factual basis of [redacted]’s comments regarding the setup and start of her service with GreatCall, we will refund the January, February and March 2016 service charges, totaling $84.18. GreatCall can only issue a refund in the original manner from which the payment was collected, and as such, has issued the aforementioned refunds to the [redacted] card ending [redacted]. No further refunds are merited. If [redacted] has closed this [redacted] card account, she should follow up with the card issuer to determine how they will transfer these funds to her.
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.
[The company is not recognizing the fact that their phone is not secured from sensativity whereby it dials on its own - I did NOT make those calls and did NOT generate overcharges. I will NOT pay those charges.]
Regards,
[redacted]
Re: [redacted] Account [redacted] File [redacted]
To Whom It May Concern:
On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint. [redacted] has expressed dissatisfaction with his GreatCall experience. He...
has reported that he was not aware that his service was active and billing and wishes to obtain a refund for activation fee and service charge.
We appreciate this opportunity to response to [redacted] complaint and have completed a review of his account. We have determined that the account was established with the purchase and activation of a GreatCall Splash device. The initial sales order totaling $92.24 included the cost of the device ($49.99), a one-tine Service Activation Fee ($35), and applicable taxes ($7.25). At the time of the online order, our system established a bill cycle of Monthly 25 which determines when the customer monthly invoice is generated. Concurrently, [redacted] established a recurring ePayment linked to his [redacted] ending [redacted] to satisfy the monthly invoice charges associated with his account.
On 07/27/2015 [redacted] contacted out Customer Service to dispute a $31.21 debit to his [redacted] to satisfy his July 2015 invoice charges. Our agent advised [redacted] that the charge was for his 5Star service which was active and billing upon the fulfillment of his initial sales order. [redacted] expressed his dissatisfaction with the activation of his service and per his request, the account was cancelled. He was also advised that his service had exceeded the 30-Day Return period and his request for a refund of the activation fee ($35) and invoice charges ($31.21) was denied.
We regret that it was not clear to [redacted] that his service became active and billing upon the fulfillment of his initial sales order. To prevent further escalation of this matter, we will extend [redacted]’s return period. On 08/04/2015 we contacted [redacted] to advise him of his extended return period and provided him with return instructions. Upon receipt of his returned device, we will process a 30-Day Return refund which includes a refund for the cost of the device, the one-time activation fee, first month’s invoiced charges and applicable taxes.
We apologize for any inconvenience this situation may have caused and will consider this matter resolved upon the completion of [redacted]’s extended 30 Day Refund unless the Revdex.com has any further questions or requires additional information. If you have any further questions, please contact me.
Best Regards.
Re: [redacted] Account [redacted] File [redacted] To Whom It May Concern: On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. We appreciate the opportunity to respond to Mr. [redacted]’s rebuttal. We are sorry that Mr. [redacted] was not completely satisfied with the data usage on his Jitterbug Smart phone and we appreciate his feedback. Mr. [redacted] is stating that he habitually leaves his computer on sleep and does not shut it down. To clarify, GreatCall never recommended for Mr. [redacted] to shut down his Jitterbug Smart cell phone, only to close any unused applications. Applications left running in the background of any smart cell phone will use data when the user is not connected to Wi-Fi. Whenever a device is connected to Wi-Fi, the user is not using their data. GreatCall recommended and attempted to assist Mr. [redacted] in connecting his Wi-Fi account to his Jitterbug Smart. 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] was dissatisfied with...
the cancellation process and would like a refund. We appreciate the opportunity to respond to Ms. [redacted]’s complaint and have completed an audit of her GreatCall account. Per GreatCall’s Customer Agreement, as stated in the User Guide, packaged with the phone and which can be found at our web page https://www.greatcall.com/legal/customer-agreement, and to protect account security, all cancellations must be processed over the phone. GreatCall does not have a record indicating we received a letter from Ms. [redacted] requesting to cancel her service. Our records show that Ms. [redacted] filled a chargeback on 8/10/2017 for service from 4/27/17 through 7/26/17. We attempted to reach Ms. [redacted] several times on the cell phone and home phone number on file, but were unable to do so. On 10/15/17, GreatCall received an email from Ms. [redacted] regarding the status of her account. Since we found two accounts for Ms. [redacted], we replied to her email for clarification as there was no previous record requesting to disconnect her account, GreatCall did not receive a reply. On 11/1/17 by GreatCall’s Financial Service Team connected with Ms. [redacted] and her Splash device account was disconnected. Although GreatCall considers the monthly service fees to be valid, as a courtesy, we have removed the balance and it is now at zero. We apologize for any inconvenience this situation may have caused. Best Regards. Tell us why here...
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Statements made by Great Call are factually incorrect. When we made the test, no immediate response was made to the button push. Eventually, Great Call did call my father's home phone. However, we did not answer it because we wanted to test whether the company would call the emergency contacts in the event of an actual emergency. None of the emergency contact phone numbers were contacted by Great Call. Had there been an actual emergency and my father had fallen, he would not have been able to get to his landline telephone. The promised calls to emergency contacts was a necessary part of the service and Great Call failed the test.
At no time was I notified about a restocking fee. Not when I activated the unit, not when we cancelled the service, and not by either the customer service representative or her supervisor on my last call on October 11. And why would there be a restocking fee anyway? The unit was purchased at [redacted] and I returned it to [redacted], without incident. If any restocking fee was to be charged, wouldn't it be at the point of sale? Also, if this were truly a fee, why would sales tax be charged?
To make this right, I would like a full refund. I am due an additional refund of $11.06.
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 want everyone to know how I was treated. They have never said anything about the 3 light scratches on the first phone returned and 6 deep scratches on the second. I do have a witness for that. I want the print out of my phone calls. I will get a subpoena. I hope they are not able to change what is on the computer. I would love all the e mails back in forth about me. Regards,[redacted]
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]