Re: *** *** *** *** *** * *** 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 complaintWe appreciate the opportunity to
respond to Ms***’s complaint and have completed a review of her GreatCall accountOur records indicate that Ms*** established her account on 6/16/2014, with the direct order of a Jitterbug TouchsmartphoneOn 1/20/2017, Ms*** reported that she was encountering an issue with the sending and receiving of text messages from a certain individualAt that time, our Customer Service and our Technical Support assisted her with clearing the call history, the text message history and cached files from the phoneOn the same day, during a follow up conversation with our Technical Support, we determined that the errors being received appeared to be related to the internal storage of the phone reaching capacityMs*** stated that she would call to upgrade her phone at a later dateOn 1/23/2017, Ms*** placed an order for a new Jitterbug Smart handsetThe tracking information shows that the phone is scheduled for delivery on 1/27/Once received, Ms*** should call our Customer Service for assistance with transferring the existing service from the original phone to the new phoneAny contacts synced to Ms***’s Google/G-Mail account can be auto-loaded when she signs into and syncs her Google/G-Mail account to the new phoneAs a one-time courtesy, we will issue a 50% discount to the bill mailed on 1/25/Because the bill was mailed prior to the adjustment being issued, Ms*** should only submit payment for $ We apologize for any inconvenience this situation may have causedBest Regards
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me. I will wait for the business to perform this action (reverse any outstanding charges from Great Call) and, if it does, will consider this complaint resolved
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
I did call about a different package and the girl told me thet did't have unlimitted talk text and dataso thats why I changed to *** *** So no the I called and said my number was to be ported to *** *** So I no longer needed their servicsesThey never said a word about my number not being portedI had major surgery on Octand had no phone.On oct30th my phone was workingSo I thought I was a *** *** customerNo calls to tell me any different. Now with lots of call back and forth I was still with Greatcall what happened to the 24hr port? Finaliy on nov at 1:am my phone was ported*** *** has a conformatoin number at that timeAND I AM STILL BEING CHARGED FOR THE MONTH OF NOV WITH GREATCALLAND THEY NO LONGER HAVE THE RIGHTS TO MY NUMBER
PLEASE HELP ME ***
Revdex.com:
I have reviewed the response made by the business
in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. Once again, I've told Great Call that I am the one who set up the account in his name because he is (YEARS OLD) and lives in a nursing homeThe only reason I have an account with them is because the jitterbug mobile phones have louder speakers than normalOtherwise I would have stayed with AT&T as he has been for over yearsClearly he can't call in and set up an account while living at a nursing homeMy name is already on the account as an authorized user as I'm the one who placed it there when I opened the account but I have NEVER been able to access my billing statements online to this date because they want to speak to him just to mail out a password just to set up the account online only to make a payment.
Regards,
*** ***
Re: *** ***_ Account *** Complaint # *** To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. We appreciate the opportunity to
respond to Ms***’s complaint and have completed a review of her GreatCall account Our records indicate that Ms*** established her account on April 11, 2016, with the direct order of a Jitterbug Flip cell phoneAt that time, Ms*** selected a monthly service rate plan that allowed for talk-time minutesThe order tracking information shows that the phone was delivered to Ms*** on April 19, and was successfully activated on April 21, 2016.On July 13, 2016, Ms*** placed a call to our Customer Service to report that she was experiencing a problem with her Jitterbug Flip cell phoneAfter conducting the standard troubleshooting, a Warranty Replacement order was submitted for a replacement phoneThe replacement phone was received and successfully activated on July 17, We apologize if Ms***, as the result of a human error, did not receive a replacement phone in like-new conditionOn November 14, 2016, in response to Ms***’s letter to our corporate offices, a GreatCall representative placed a call to her using the contact phone number provided at the time her account was establishedWe called Ms*** at (***) ***-*** and a woman answered stating that we had reached the “*** ***” When asking to be connected to Ms***, our call was immediately ended by the answering partyWe attempted to reach Ms*** again at this number and were met with the same response by the answering partyWe them made an attempt to reach Ms*** directly on her Jitterbug Flip cell phone, but the call was routed to her voicemailIn our message to Ms*** we advised her that we were in receipt of her letter and would like her to follow up with our Customer Service if there were any unresolved issues with her phone serviceOur records indicate that Ms*** did not return our callOn December 3, 2016, her mobile service number was released to a new carrier and her GreatCall account was closedWe 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 ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. Regards,*** *** The response from this great call person is so much garbage as to what took place it is a jokeI purchased a phone identical to the one I had off the internet and they said they would not activate itThey told me as long as I had the one I had (used by my handicapped brother) they would support itSo I had it repaired (not rocket science) and it worked until a software update or a utilization upgrade of some type from great call rendered it useless for my handicapped brotherThis company did nothing to help me or try to add numbers as they knew full well what they had done to re-commission this phone to a odd service platform it would never work as it once didWe now would need to call an operator at a certain number ask for a number to be dialed to connect with another party and make it a pain in the neck for anyone to use especially a handicapped personSo as much as they want to polish the line of events that took place and twist how and what happened to shine a better light on what they did its all a bunch of crap! This person who responded had not mentioned that the phone offered was not workable for my handicapped brother along with how I was told as long as the one he had would be supported it may have had some meritI expressed repeatedly this phone was being used by a handicapped person who could not operate a "phone"When it was fixed it made two calls out and one was received and then a bunch of stuff came across the screen which appeared to be some type of modification,upgrade, downgrade??Well surprise surprise surprise the phone now doesn't work as it once didGreat call support said we can still use it just need to dial the operator for a fee ask for a number to be called and at the end of the call fees are added, so this will not work for my handicapped brotherIf I did not like this I could upgrade, none of these people listen A HANDICAPPED PERSON COULD OPERATE THIS BUTTON VERSION and can not operate a phoneIt is not about me it's about a handicapped person who now has no phone and ask about it every time I see himSo as much as great call wants to spin the story they screwed us over, cannon fodder a small casualty of this phone company minimal $$ loss to them, a big big let down for my handicapped brotherShould have never called them and just fixed the phone it would probably still be in operationI showed up on the radar and they shot us downAnd they advertise to help people who need special services with a phone go figureI rate them a zero, period!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** 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,
*** ***
Re: *** ***_ Account *** File *** To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the *** and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaintWe appreciate the opportunity to respond to
Mr*** complaint and have completed an audit of his GreatCall accountOur records indicate that Mr*** established his account on 10/14/2017, with the direct order of a *** *** phoneOn 10/16/Mr*** called in to cancel his order because he purchased the phone on ***We were unable to cancel Mr*** order and asked that he refuse the order. On 10/18/17, Mr*** called to activate the *** ***Due to an activation issue, GreatCall replaced Mr*** phone several times and per his request, his account was closed on 12/5/GreatCall received the original phone that was purchased from us on 11/14/Although refunds are normally processed within business days, due to a chargeback filed by Mr*** credit *** company, the funds were immediately returned to Mr***, once GreatCall is notified of the outcome, we will not dispute the chargeback.We have advised Mr*** of the refund.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 *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,*** ***
Re: *** *** Account *** File ***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 complaintMs*** is seeking a refund.We appreciate the
opportunity to respond to Ms*** complaint and have completed an audit of her GreatCall account. Our records show that Ms*** established her account on 2/23/with the direct purchase of two Jitterbug Flip phonesThe order consisted of the two phones for $each, one activation fee of $35.00, two free leather cases, two free car chargers, the non-refundable $shipping fee and $for applicable taxesThe total purchase price of $was paid for with a *** card ending in ***After completion of the order, Ms*** asked to cancel the account, stating it was too expensiveWe offered a lower plan and a $credit, Ms*** accepted the offer and the account was left open.On 2/25/17, the rate plan was changed per previous agreement and a $credit was applied to the account. On 3/2/17, the phones were delivered and Ms*** called to inquire about porting in her phone numberOur Advisor gave porting requirements and Ms*** was to call back with the informationWe also advised how to check the battery strengthMs*** called back later this same day to port in two phone numbers, *** & *** from her previous carrier, *** Cellular On 3/4/17, Ms*** called to inquire about the port status and voice dial for the phonesWe advised that the port had completed on #***We asked her to power cycle the phone and we then added voice dial feature to this line of serviceWe advised that the port had not yet completed on #*** and asked that she check for the voice dial feature when the port completes.On 3/5/17, Ms*** called with general questions, our advisor answered her questions and advised how to set up an online account.Ms*** called several times between 3/6/and 3/9/to inquire about the status of the port for #***GreatCall escalated the issue and found that there was a delay, but that *** Cellular would release the number on 3/10/The port in of the second number completed on 3/10/17.On 3/10/17, Ms*** called for assistance with her phones, no one could hear them speakingTrouble shooting was completed for both phones and outbound calls were successful, the phones were working properly.On 3/11/17, Ms*** called again for assistance with her phones, the same volume issues were occurringTrouble shooting was again completed and test calls to the phones were successful, the phones were working properly.On 3/13/17, Ms*** called for assistance with her phones, the same volume issue was occurring on one of the phonesTrouble shooting was completed and a warranty replacement was sentThis same day, Ms*** called again about the Braingames feature, she stated it was not workingAfter connecting with her on her landline, we determined that she was pressing the wrong button and advised of how to use the feature.On 3/17/17, Ms*** called to cancel her accountWe advised that the replacement phone was on its way and that the new phone should resolve her issue, she declined and chose to cancelWe processed a 30-day cancellation order and the 30-day cancellation policy was read.GreatCall’s 30-day return policy, packaged with the phones and which can be viewed at our web page, www.greatcall.com, states that the phones can be returned within 30-days for a refund of the purchase price, less the non-refundable shipping fee, the $restocking fee (per phone) and applicable taxesFurthermore, the monthly service fee will also be refunded if less than minutes has been used. The $credit was offered to keep the service, since the service was not kept, the accepted offer was no longer valid and the credit was removed from the balanceMs*** usage history shows that minutes were used on the phonesThis total would not include any calls to GreatCall, as all calls to GreatCall are free when using a Jitterbug cell phone or the toll-free number and as such, the monthly service fee of $is a valid chargeThe initial refund was less $and once the replacement phone was received at GreatCall, an additional refund was processed for a total refund of $This amount is the purchase price, less the monthly service fee, the $non-refundable shipping fee and one of the $restocking fees, plus applicable taxesNo further refund is due.We apologize for any inconvenience this situation may have caused.Best Regards
Re: Customer Name_ Account ***_Revdex.com Complaint # *** To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint Mr***
*** has reported that he is not receiving his GreatCall Check in Calls service as subscribed toMr*** also reports that on several occasions his daughter has called GreatCall to resolve the issue but the calls are still not arriving as expectedWe appreciate the opportunity to respond to Mr***’s complaint and have reviewed his account Our records indicate that Mr***’s Check in Calls service is setup for a daily call at 7:00pm central timeShould Mr*** not answer his Jitterbug Touchsmartphone on the first attempt we are to retry the phone two additional times in minute intervalsShould Mr*** not answer any calls placed to his smartphone we are to make a final attempt to his home phone, ###-###-#### The Check in Calls service will ask a question regarding the following four topics: 1) General Wellbeing; 2) Appetite; 3) Pain Level; 4) SleepingMr*** has elected to provide an individual response to each questionShould Mr*** provide a positive response to all questions, then no further action will be takenShould Mr*** provide a negative response to any question, then an automated call will be placed to his contact on file, *** *** and she will be advised to check on Mr***Should Mr*** not answer any attempts to reach him, then an automated call will be placed to his contact on file, *** *** and she will be advised to check on Mr***. Upon receiving the notice from the Revdex.com regarding Mr***’s complaint, we escalated the issue to our 3rd party vendor that schedules and processes the callsOur vendor was able to identify the issue that was preventing the calls from being delivered and has made the proper correction in their internal systemsWe regret that the representatives that Mr*** and his daughter previously spoke to did not escalate the issue to the proper individuals for reviewOur vendor has reported to GreatCall that the calls will resume on 7/2/at 7:00pm central timeShould Mr*** experience this issue again in the future, we ask that he contacts GreatCall and requests to speak with our Technical Support department. 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 meBest Regards
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** 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,
*** *** But as of 9/I have not been refunded any moneyI have on my *** two charges for phones
Revdex.com:I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Yes I was able to reduce my sevice immediately but they would not prorate a refundIn other words I would be getting less service although I paid the higher rateThey told me I had to call back exactly a day before my billing cycle to get what I pay forSo they planned to provide me less service for the balance of the month but let the higher rate still be paidIt seems like they were more than willing to give me less service for the balance of the month but keep my moneyWithout billing adjustments it sounds like they frequently keep more money than they are entitled to and this policy isn't disclosedI wonder how many aged and disabled people this happens to?Regards,*** ***
Re:*** *** *** *** *** ***
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* *** *** *** has rejected GreatCall’s previous response, but did not provide additional details or comments regarding the rejection
While no additional information has been provided, a review of *** *** account indicates that he placed a call to our Customer Service on 6/3/to report that he had not received the pre-activated handset referenced in our previous responseOur investigation has found that the package was misrouted and subsequently returned to GreatCall
On 6/3/2016, a new pre-activated handset was shipped out via UPSThe UPS tracking number, ***, shows delivery on 6/6/
We apologize for any inconvenience this situation may have caused
Best Regards
Re: Ro* *** *** *** *** ***
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*** *** *** has reported that GreatCall did not have authorization to process
automatic electronic payments using the credit/debit card on file and has requested a refund of the most recent payment processed
We appreciate the opportunity to respond to *** *** complaint and have completed a review of *** *** GreatCall account
Our records indicate that *** *** has provided a series of credit/debit cards for automatic payment since the establishment of his account on 8/9/Every monthly service payment has been processed automatically using credit/debit cards provided by *** ***
We show that on 11/13/2015, the mobile service phone number (830) 613-was successfully ported out to a new carrierOn 11/19/2015, a port-out request for the mobile service number (830) 265-was rejected due to incorrect account information being supplied by the requesting carrierAt that time, GreatCall notified the requesting carrier to call our Customer Service to confirm the correct account information or to request cancellation of their service with GreatCall As a result of the rejected port-out request, the service for mobile service number (830) 265-remained active and continued to bill
Finally, on 2/4/2016, *** *** called our Customer Service to request cancellation of the GreatCall accountRegretfully, due to human error, the account remained active and a monthly service payment was processed using the credit/debit card on file on 2/16/in the amount of $On 2/26/2016, *** *** placed a follow call to our Customer Service and at that time a refund was processed to the credit/debit card on file in the amount of $We kindly ask *** *** to confirm with her credit/debit card company that the transaction on 2/26/was a credit (return of funds) to her account and not a debit (withdraw of funds) from the account
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 ***, 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 consider this matter to be resolved in any way, shape, or form Great Call has neglected to address the issue of advertisingI made this very clear that our concern was for my father-in-law to have "another pair of eyes" to watch over him and Great Call, according to their advertising, seemed a perfect fit I do want to address the lapse in time between the purchase of the phone and the first notification to Great Call of our problem My husband remained behind in *** to tend to his dad while the rest of us returned to southern California this past summer It took several tries and phone calls between my husband and I to determine there was indeed a sync problem We wanted to make absolutely sure we had accomplished the setup correctly Once we were sure there was a problem, that's when the calls to Great Call began Upon the installation of a software update (which somehow had gotten missed, according to the GC rep), the connection did indeed work but only for a short time Nearly every time I spoke to this company, I stressed the original need to have that set of eyes on my loved one At the 2nd to the last call, I was specifically told the situation would be escalated again and I would hear something back Two weeks later, since I had heard nothing, I called them I was originally told the problem was resolved but given no information beyond that It was also very clear that despite the promise I was made, tech support had no intention of contacting me with a status Again, this is poor customer service My regret now is that I did not have access at the time I bought the Jitterbug to the multitude of negative reviews I have found on *** *** (concerning the app) and the *** Great Call page (as well as other sites) filled with much the same situation as I am in now
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** 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,
* ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. Please answer my questions Tell me why I was told many times that someone would call me and never did I still need copies of my calls from May to August Regards,*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** 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,
*** ***
Re: *** *** *** *** *** * *** 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 complaintWe appreciate the opportunity to
respond to Ms***’s complaint and have completed a review of her GreatCall accountOur records indicate that Ms*** established her account on 6/16/2014, with the direct order of a Jitterbug TouchsmartphoneOn 1/20/2017, Ms*** reported that she was encountering an issue with the sending and receiving of text messages from a certain individualAt that time, our Customer Service and our Technical Support assisted her with clearing the call history, the text message history and cached files from the phoneOn the same day, during a follow up conversation with our Technical Support, we determined that the errors being received appeared to be related to the internal storage of the phone reaching capacityMs*** stated that she would call to upgrade her phone at a later dateOn 1/23/2017, Ms*** placed an order for a new Jitterbug Smart handsetThe tracking information shows that the phone is scheduled for delivery on 1/27/Once received, Ms*** should call our Customer Service for assistance with transferring the existing service from the original phone to the new phoneAny contacts synced to Ms***’s Google/G-Mail account can be auto-loaded when she signs into and syncs her Google/G-Mail account to the new phoneAs a one-time courtesy, we will issue a 50% discount to the bill mailed on 1/25/Because the bill was mailed prior to the adjustment being issued, Ms*** should only submit payment for $ We apologize for any inconvenience this situation may have causedBest Regards
Please see attached, GreatCall has contacted Ms*** to resolve the issue
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me. I will wait for the business to perform this action (reverse any outstanding charges from Great Call) and, if it does, will consider this complaint resolved
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
I did call about a different package and the girl told me thet did't have unlimitted talk text and dataso thats why I changed to *** *** So no the I called and said my number was to be ported to *** *** So I no longer needed their servicsesThey never said a word about my number not being portedI had major surgery on Octand had no phone.On oct30th my phone was workingSo I thought I was a *** *** customerNo calls to tell me any different. Now with lots of call back and forth I was still with Greatcall what happened to the 24hr port? Finaliy on nov at 1:am my phone was ported*** *** has a conformatoin number at that timeAND I AM STILL BEING CHARGED FOR THE MONTH OF NOV WITH GREATCALLAND THEY NO LONGER HAVE THE RIGHTS TO MY NUMBER
PLEASE HELP ME ***
Revdex.com:
I have reviewed the response made by the business
in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. Once again, I've told Great Call that I am the one who set up the account in his name because he is (YEARS OLD) and lives in a nursing homeThe only reason I have an account with them is because the jitterbug mobile phones have louder speakers than normalOtherwise I would have stayed with AT&T as he has been for over yearsClearly he can't call in and set up an account while living at a nursing homeMy name is already on the account as an authorized user as I'm the one who placed it there when I opened the account but I have NEVER been able to access my billing statements online to this date because they want to speak to him just to mail out a password just to set up the account online only to make a payment.
Regards,
*** ***
Re: *** ***_ Account *** Complaint # *** To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. We appreciate the opportunity to
respond to Ms***’s complaint and have completed a review of her GreatCall account Our records indicate that Ms*** established her account on April 11, 2016, with the direct order of a Jitterbug Flip cell phoneAt that time, Ms*** selected a monthly service rate plan that allowed for talk-time minutesThe order tracking information shows that the phone was delivered to Ms*** on April 19, and was successfully activated on April 21, 2016.On July 13, 2016, Ms*** placed a call to our Customer Service to report that she was experiencing a problem with her Jitterbug Flip cell phoneAfter conducting the standard troubleshooting, a Warranty Replacement order was submitted for a replacement phoneThe replacement phone was received and successfully activated on July 17, We apologize if Ms***, as the result of a human error, did not receive a replacement phone in like-new conditionOn November 14, 2016, in response to Ms***’s letter to our corporate offices, a GreatCall representative placed a call to her using the contact phone number provided at the time her account was establishedWe called Ms*** at (***) ***-*** and a woman answered stating that we had reached the “*** ***” When asking to be connected to Ms***, our call was immediately ended by the answering partyWe attempted to reach Ms*** again at this number and were met with the same response by the answering partyWe them made an attempt to reach Ms*** directly on her Jitterbug Flip cell phone, but the call was routed to her voicemailIn our message to Ms*** we advised her that we were in receipt of her letter and would like her to follow up with our Customer Service if there were any unresolved issues with her phone serviceOur records indicate that Ms*** did not return our callOn December 3, 2016, her mobile service number was released to a new carrier and her GreatCall account was closedWe 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 ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. Regards,*** *** The response from this great call person is so much garbage as to what took place it is a jokeI purchased a phone identical to the one I had off the internet and they said they would not activate itThey told me as long as I had the one I had (used by my handicapped brother) they would support itSo I had it repaired (not rocket science) and it worked until a software update or a utilization upgrade of some type from great call rendered it useless for my handicapped brotherThis company did nothing to help me or try to add numbers as they knew full well what they had done to re-commission this phone to a odd service platform it would never work as it once didWe now would need to call an operator at a certain number ask for a number to be dialed to connect with another party and make it a pain in the neck for anyone to use especially a handicapped personSo as much as they want to polish the line of events that took place and twist how and what happened to shine a better light on what they did its all a bunch of crap! This person who responded had not mentioned that the phone offered was not workable for my handicapped brother along with how I was told as long as the one he had would be supported it may have had some meritI expressed repeatedly this phone was being used by a handicapped person who could not operate a "phone"When it was fixed it made two calls out and one was received and then a bunch of stuff came across the screen which appeared to be some type of modification,upgrade, downgrade??Well surprise surprise surprise the phone now doesn't work as it once didGreat call support said we can still use it just need to dial the operator for a fee ask for a number to be called and at the end of the call fees are added, so this will not work for my handicapped brotherIf I did not like this I could upgrade, none of these people listen A HANDICAPPED PERSON COULD OPERATE THIS BUTTON VERSION and can not operate a phoneIt is not about me it's about a handicapped person who now has no phone and ask about it every time I see himSo as much as great call wants to spin the story they screwed us over, cannon fodder a small casualty of this phone company minimal $$ loss to them, a big big let down for my handicapped brotherShould have never called them and just fixed the phone it would probably still be in operationI showed up on the radar and they shot us downAnd they advertise to help people who need special services with a phone go figureI rate them a zero, period!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** 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,
*** ***
Re: *** ***_ Account *** File *** To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the *** and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaintWe appreciate the opportunity to respond to
Mr*** complaint and have completed an audit of his GreatCall accountOur records indicate that Mr*** established his account on 10/14/2017, with the direct order of a *** *** phoneOn 10/16/Mr*** called in to cancel his order because he purchased the phone on ***We were unable to cancel Mr*** order and asked that he refuse the order. On 10/18/17, Mr*** called to activate the *** ***Due to an activation issue, GreatCall replaced Mr*** phone several times and per his request, his account was closed on 12/5/GreatCall received the original phone that was purchased from us on 11/14/Although refunds are normally processed within business days, due to a chargeback filed by Mr*** credit *** company, the funds were immediately returned to Mr***, once GreatCall is notified of the outcome, we will not dispute the chargeback.We have advised Mr*** of the refund.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 *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,*** ***
Re: *** *** Account *** File ***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 complaintMs*** is seeking a refund.We appreciate the
opportunity to respond to Ms*** complaint and have completed an audit of her GreatCall account. Our records show that Ms*** established her account on 2/23/with the direct purchase of two Jitterbug Flip phonesThe order consisted of the two phones for $each, one activation fee of $35.00, two free leather cases, two free car chargers, the non-refundable $shipping fee and $for applicable taxesThe total purchase price of $was paid for with a *** card ending in ***After completion of the order, Ms*** asked to cancel the account, stating it was too expensiveWe offered a lower plan and a $credit, Ms*** accepted the offer and the account was left open.On 2/25/17, the rate plan was changed per previous agreement and a $credit was applied to the account. On 3/2/17, the phones were delivered and Ms*** called to inquire about porting in her phone numberOur Advisor gave porting requirements and Ms*** was to call back with the informationWe also advised how to check the battery strengthMs*** called back later this same day to port in two phone numbers, *** & *** from her previous carrier, *** Cellular On 3/4/17, Ms*** called to inquire about the port status and voice dial for the phonesWe advised that the port had completed on #***We asked her to power cycle the phone and we then added voice dial feature to this line of serviceWe advised that the port had not yet completed on #*** and asked that she check for the voice dial feature when the port completes.On 3/5/17, Ms*** called with general questions, our advisor answered her questions and advised how to set up an online account.Ms*** called several times between 3/6/and 3/9/to inquire about the status of the port for #***GreatCall escalated the issue and found that there was a delay, but that *** Cellular would release the number on 3/10/The port in of the second number completed on 3/10/17.On 3/10/17, Ms*** called for assistance with her phones, no one could hear them speakingTrouble shooting was completed for both phones and outbound calls were successful, the phones were working properly.On 3/11/17, Ms*** called again for assistance with her phones, the same volume issues were occurringTrouble shooting was again completed and test calls to the phones were successful, the phones were working properly.On 3/13/17, Ms*** called for assistance with her phones, the same volume issue was occurring on one of the phonesTrouble shooting was completed and a warranty replacement was sentThis same day, Ms*** called again about the Braingames feature, she stated it was not workingAfter connecting with her on her landline, we determined that she was pressing the wrong button and advised of how to use the feature.On 3/17/17, Ms*** called to cancel her accountWe advised that the replacement phone was on its way and that the new phone should resolve her issue, she declined and chose to cancelWe processed a 30-day cancellation order and the 30-day cancellation policy was read.GreatCall’s 30-day return policy, packaged with the phones and which can be viewed at our web page, www.greatcall.com, states that the phones can be returned within 30-days for a refund of the purchase price, less the non-refundable shipping fee, the $restocking fee (per phone) and applicable taxesFurthermore, the monthly service fee will also be refunded if less than minutes has been used. The $credit was offered to keep the service, since the service was not kept, the accepted offer was no longer valid and the credit was removed from the balanceMs*** usage history shows that minutes were used on the phonesThis total would not include any calls to GreatCall, as all calls to GreatCall are free when using a Jitterbug cell phone or the toll-free number and as such, the monthly service fee of $is a valid chargeThe initial refund was less $and once the replacement phone was received at GreatCall, an additional refund was processed for a total refund of $This amount is the purchase price, less the monthly service fee, the $non-refundable shipping fee and one of the $restocking fees, plus applicable taxesNo further refund is due.We apologize for any inconvenience this situation may have caused.Best Regards
Re: Customer Name_ Account ***_Revdex.com Complaint # *** To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint Mr***
*** has reported that he is not receiving his GreatCall Check in Calls service as subscribed toMr*** also reports that on several occasions his daughter has called GreatCall to resolve the issue but the calls are still not arriving as expectedWe appreciate the opportunity to respond to Mr***’s complaint and have reviewed his account Our records indicate that Mr***’s Check in Calls service is setup for a daily call at 7:00pm central timeShould Mr*** not answer his Jitterbug Touchsmartphone on the first attempt we are to retry the phone two additional times in minute intervalsShould Mr*** not answer any calls placed to his smartphone we are to make a final attempt to his home phone, ###-###-#### The Check in Calls service will ask a question regarding the following four topics: 1) General Wellbeing; 2) Appetite; 3) Pain Level; 4) SleepingMr*** has elected to provide an individual response to each questionShould Mr*** provide a positive response to all questions, then no further action will be takenShould Mr*** provide a negative response to any question, then an automated call will be placed to his contact on file, *** *** and she will be advised to check on Mr***Should Mr*** not answer any attempts to reach him, then an automated call will be placed to his contact on file, *** *** and she will be advised to check on Mr***. Upon receiving the notice from the Revdex.com regarding Mr***’s complaint, we escalated the issue to our 3rd party vendor that schedules and processes the callsOur vendor was able to identify the issue that was preventing the calls from being delivered and has made the proper correction in their internal systemsWe regret that the representatives that Mr*** and his daughter previously spoke to did not escalate the issue to the proper individuals for reviewOur vendor has reported to GreatCall that the calls will resume on 7/2/at 7:00pm central timeShould Mr*** experience this issue again in the future, we ask that he contacts GreatCall and requests to speak with our Technical Support department. 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 meBest Regards
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** 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,
*** *** But as of 9/I have not been refunded any moneyI have on my *** two charges for phones
Revdex.com:I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Yes I was able to reduce my sevice immediately but they would not prorate a refundIn other words I would be getting less service although I paid the higher rateThey told me I had to call back exactly a day before my billing cycle to get what I pay forSo they planned to provide me less service for the balance of the month but let the higher rate still be paidIt seems like they were more than willing to give me less service for the balance of the month but keep my moneyWithout billing adjustments it sounds like they frequently keep more money than they are entitled to and this policy isn't disclosedI wonder how many aged and disabled people this happens to?Regards,*** ***
Re:*** *** *** *** *** ***
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* *** *** *** has rejected GreatCall’s previous response, but did not provide additional details or comments regarding the rejection
While no additional information has been provided, a review of *** *** account indicates that he placed a call to our Customer Service on 6/3/to report that he had not received the pre-activated handset referenced in our previous responseOur investigation has found that the package was misrouted and subsequently returned to GreatCall
On 6/3/2016, a new pre-activated handset was shipped out via UPSThe UPS tracking number, ***, shows delivery on 6/6/
We apologize for any inconvenience this situation may have caused
Best Regards
Re: Ro* *** *** *** *** ***
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*** *** *** has reported that GreatCall did not have authorization to process
automatic electronic payments using the credit/debit card on file and has requested a refund of the most recent payment processed
We appreciate the opportunity to respond to *** *** complaint and have completed a review of *** *** GreatCall account
Our records indicate that *** *** has provided a series of credit/debit cards for automatic payment since the establishment of his account on 8/9/Every monthly service payment has been processed automatically using credit/debit cards provided by *** ***
We show that on 11/13/2015, the mobile service phone number (830) 613-was successfully ported out to a new carrierOn 11/19/2015, a port-out request for the mobile service number (830) 265-was rejected due to incorrect account information being supplied by the requesting carrierAt that time, GreatCall notified the requesting carrier to call our Customer Service to confirm the correct account information or to request cancellation of their service with GreatCall As a result of the rejected port-out request, the service for mobile service number (830) 265-remained active and continued to bill
Finally, on 2/4/2016, *** *** called our Customer Service to request cancellation of the GreatCall accountRegretfully, due to human error, the account remained active and a monthly service payment was processed using the credit/debit card on file on 2/16/in the amount of $On 2/26/2016, *** *** placed a follow call to our Customer Service and at that time a refund was processed to the credit/debit card on file in the amount of $We kindly ask *** *** to confirm with her credit/debit card company that the transaction on 2/26/was a credit (return of funds) to her account and not a debit (withdraw of funds) from the account
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 ***, 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 consider this matter to be resolved in any way, shape, or form Great Call has neglected to address the issue of advertisingI made this very clear that our concern was for my father-in-law to have "another pair of eyes" to watch over him and Great Call, according to their advertising, seemed a perfect fit I do want to address the lapse in time between the purchase of the phone and the first notification to Great Call of our problem My husband remained behind in *** to tend to his dad while the rest of us returned to southern California this past summer It took several tries and phone calls between my husband and I to determine there was indeed a sync problem We wanted to make absolutely sure we had accomplished the setup correctly Once we were sure there was a problem, that's when the calls to Great Call began Upon the installation of a software update (which somehow had gotten missed, according to the GC rep), the connection did indeed work but only for a short time Nearly every time I spoke to this company, I stressed the original need to have that set of eyes on my loved one At the 2nd to the last call, I was specifically told the situation would be escalated again and I would hear something back Two weeks later, since I had heard nothing, I called them I was originally told the problem was resolved but given no information beyond that It was also very clear that despite the promise I was made, tech support had no intention of contacting me with a status Again, this is poor customer service My regret now is that I did not have access at the time I bought the Jitterbug to the multitude of negative reviews I have found on *** *** (concerning the app) and the *** Great Call page (as well as other sites) filled with much the same situation as I am in now
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** 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,
* ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. Please answer my questions Tell me why I was told many times that someone would call me and never did I still need copies of my calls from May to August Regards,*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** 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,
*** ***