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 reported that she has been unable to
transfer (port) the phone number *** *** from GreatCall to a new carrier
We appreciate the opportunity to respond to *** *** complaint and have completed an audit of her GreatCall account
Our records show that the initial port-out request was received on 5/25/and the requesting carrier was advised that an incorrect password was supplied in the requestA subsequent request, received by GreatCall on 5/26/2016, also included an incorrect passwordOn 6/3/2016, a new request with the correct account security information was received and the service number*** *** was released to the new carrier
*** *** ** advised that her account is not closed at this time because an additional line of service for phone number *** *** is still activeOur records show that this service number is assigned for use on a silver colored Jitterbug Plus handsetIf *** *** is no longer using this particular line of service, she should take the necessary steps to contact our Customer Service and disconnect this phone service
As this is the last remaining line of service on her account, such cancellation would close her account in full
We apologize for any inconvenience this situation may have caused
Best Regards
Re: *** *** *** *** *** ***
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 requested a prorated refund on behalf of his deceased mother
in law, *** ***
*** *** has requested a partial refund for the prepaid bill period between 12/15/and 1/14/because the request for cancellation of the service associated with the GreatCall Splash emergency response device was submitted on 12/23/Per GreatCall’s Terms and Conditions; “You can cancel your 5Star service at any timeWe will cancel your service and you will not be charged for any future months.” Our records indicate that the GreatCall service was paid via a monthly recurring charge to a credit card or debit card on file and that the service was not prepaid past the 12/15/to 1/14/bill period. We regret that we are unable to process a partial refund for prepaid monthly services between 12/15/and 1/14/
We apologize for any inconvenience this situation may have caused and consider this matter resolved.
Best 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 complaintMs*** *** has submitted additional information regarding her complaint
We understand *** *** frustration; however, a large majority of the comments provided to the Revdex.com by *** *** do not fall in line with the information documented on her GreatCall accountGreatCall can only speak to the documented history shown on *** ***’s GreatCall accountBecause of this, we cannot justify or merit the billing credits being requested
In addition to the aforementioned free month of service, GreatCall will offer *** *** a free GreatCall Splash device in either Desert Silver or Tahoe Blue*** *** can request the device to be sent to her with free ground shipping by calling our Customer Service at *** between 5am and 9pm pacific timeAdditionally, *** *** can update the user information listed on her personal profile by accessing her *** account
As a reminder to *** ***, her account currently remains open and activeShould *** *** choose to reject our offer of a free upgrade to the GreatCall Splash device, she should then take the necessary steps to contact our Customer Service by phone to request the cancellation of her accountSuch request should be processed prior to 7/2/in order to prevent any future billing to her 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
Regards,*** ***
I am sick and tired of Greatcall's lies You notice they say (and I do not see a signature of who sent this email) that "IF" the returned cell phone is "deemed" to be in "like new" condition, Greatcall will still only refund me the $I do not trust them at allThey keep contradicting themselves about the factsIf they will not refund the balance of $which is rightfully owed to me, and which is a drop in the bucket for their company, but would pay for my food for a month, there is no way I would believe that they would check the cell phone, see that it is really new and never been used, and tell the truthIn my opinion, they are an unscrupulous and deceitful company, taking advantage of seniorsThis whole horrific situation has been going on since June 10, 2015, but if they want to keep it going, fine If they think they will win by insulting my intelligence and demeaning my integrity, "Bring it on"
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 dissatisfied with the
cancellation policy. We appreciate the opportunity to respond to Ms***’s complaint and have completed an audit of Ms***’s GreatCall accountMs***’s account was established on August 30, with the retail purchase of a Jitterbug phoneMs*** ported her number to another carrier and the account was closed on Tuesday November 7, At the time of cancellation, there was a balance on the account of $61.82, that was generated on 11/4/17, and covered service from 11/4/through 12/3/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, if you wish to cancel your service before the end of a given month, you’ll be responsible for any account charges and overages through the date of your final billAlthough GreatCall considers the monthly service fee to be valid, as a courtesy, we have removed the balance and it is now at zeroWe apologize for any inconvenience this situation may have causedBest 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 reported
that GreatCall has failed to provide her a credit due for a cell phone returned as instructed
We appreciate the opportunity to respond to *** *** complaint and have conducted a review of *** *** *** GreatCall account
Our records show that on 3/11/2016, *** *** called our Customer Service to order a replacement of *** *** Jitterbug TouchsmartphoneThe order was processed using the Handset Replacement Option on the account and the $processing fee was added to the following billThe replacement phone was activated for use on 3/20/
On 4/7/2016, *** *** determined that more phone storage was required to support *** *** use of the Jitterbug Touchsmartphone and an order for a new Jitterbug Smart phone model was placed*** *** was advised to return the Jitterbug Touchsmartphone for a refund of the aforementioned $replacement processing feeRegretfully, GreatCall does not show that the phone returned has been received in our warehouse as required
Because *** *** *** *** have maintained their account in good standing during their efforts to secure the desired refund, GreatCall will issue the refund of $to *** *** *** ending ***, which was used to place the order for the Jitterbug SmartAdditionally, a $service credit has been applied to *** *** account as a token of appreciation for *** *** *** *** patience and understanding
We apologize for any inconvenience this situation may have caused
Best Regards
Re:*** *** *** *** *** ***
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 expressed her frustration with the order of a replacement
phone
We appreciate the opportunity to respond to *** *** complaint
Our records indicate that the most recent replacement, which was pre-activated to ensure that the proper information was loaded onto the phone, was shipped on 3/2/by USPS Priority Mail Express and was delivered to *** *** address on 3/3/The shipment was assigned the USPS tracking number *** We can also confirm that no shipping charges have been incurred for any replacement orders that have been processed
GreatCall will review the audio recording of any calls associated with the referenced orders to ensure that the proper expectations were set for the customerWhile we make every effort to record all calls, the possibility exists that calls related to the reported issue may not have been recordedAny additional training or coaching required will be provided to the representatives involved with this particular situationOur representatives are expected to communicate vital information to a customer as related to the functionality of any handset/device in a customer’s possession after changes are made to a customer’s service
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. Regards,*** ***
Re: *** ***_ 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 complaintMs*** *** has requested that GreatCall honor the
August 17, cancellation request submitted by *** ***Furthermore, *** *** requests that the outstanding account balance of $65.23, for charges incurred after her cancellation request, are adjusted to $We appreciate the opportunity to respond to *** ***’s complaint and have completed a review of her accountWe have determined that the account was established on 08/07/with the purchase and activation of a Jitterbug Plus handsetThe initial sales order totaling $included the cost of the handset ($99), a one-time Service Activation Fee ($35), and non-refundable shipping charge ($10), and applicable taxes ($14.91)
Our records indicate that authorized account contact *** *** contacted Customer Service on 08/17/and requested that the account be cancelledWe regret that a disconnect order was not processed per the caller’s requestOn 09/17/14, *** *** contacted Customer Service after receiving September’s invoiceOur agent reviewed the account and confirmed the account was still active*** *** was advised that the issue would be escalated to have the account cancelled and the balance adjusted to $We regret that the reported escalation was not completedWe regret that *** ***’s cancellation requests were not processed in a timely manner
We wish to assure *** *** that the account has been cancelled as of 10/21/and the account balance has been adjusted to $We apologize for any inconvenience this situation caused and consider this matter resolved unless the Revdex.com has any further questions or requires additional informationIf you have any further questions, please contact meBest 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*** *** *** is has
expressed her dissatisfaction with her Jitterbug Smart phone and our customer service
We appreciate the opportunity to respond to *** *** complaint and have completed an audit of her GreatCall account
Our records indicate that *** *** service was established on 8/5/with the direct purchase of a Jitterbug Smart phoneThe initial order, totaling $199.58, was processed using a *** card ending *** and consisted of the GreatCall Jitterbug Smart phone for $149.99, a one-time service activation fee of $35.00, a non-refundable ground shipping charge of $10.00, a free case, a free car charger and $for applicable taxes
On 8/14/*** *** called our customer service and we have reviewed the audio recording of the call*** *** stated she set a swipe to unlock on the phone and could not remember what she choseOur representative asked if she had set up a google account, she said yes, but didn’t know for sure, she gave the password that we have on her account and our agent explained the difference between our password and what she may have set up with GoogleWe explained that we can reset the phone but it is important to know if she set up a Google account
We advised that if we reset her phone and she did set up a google account there would be a prompt to enter the Google information and if she could not, the phone would be stuck on that screen*** *** stated that she did not think she set it upWe further explained that if we reset the phone and she cannot enter her Google information she will have to purchase a new phoneOur representative asked if she may have wrote down any information about a google account and *** *** again said no, she did not think she set up a Google account
Our agent reiterated that if she did and we reset the phone, she will be stuck on that screen, she will not be able to move from that screen and she will need to purchase a replacementOnce again *** *** stated that she did not set up a Google accountWe proceeded with a reset of the phone and during the process the phone stated she needed to enter her Google account information that was previously synced with this phoneWe explained that she did indeed set up a Google account needs to have the information she used in order to proceed
*** *** entered her name and the information that she thought she may have used to no availOur agent made many suggestions to her as to what she might have used and still *** *** was not able to recallOnce again we explained that the only way to get into this phone would be to enter the Google account information, that she should contact Google for her information and if she cannot, she would have to purchase a new phone*** *** stated that she did not want to purchase a replacement and asked about the day trial or warranty
We explained that the issue is not a defect in the phone but that she created a Google account and doesn’t know her login or password and as advised prior to the phone reset this information would be requiredOur agent suggested that she check her records to see if she could find where she might have written the information down and attempt to get beyond this screen, *** *** understood
On 8/14/*** *** called our customer service and we have reviewed the audio recording of the call*** *** informed our representative that her phone wasn’t working due to a password she could not remember and she was not going to pay for a replacementThe agent processed an order for a free, pre-activated replacement and it is scheduled to deliver to her on 8/18/Additionally, during this conversation *** *** stated that she has filed a dispute with her credit card company
As a reminder, the security settings on the Jitterbug Smart phone, manufacture by Alcatel, require that any Gmail account logged in and synced at the time of a factory reset be verifiedIf a customer is unable to verify the Gmail log in information, they should take the steps to recover they’re log in and/or password information by visiting the Gmail log in page or calling Google directly
Because GreatCall has replaced the phone free of charge, the initial purchase price of the phone, $199.58, is a valid chargeIf a chargeback is filed with the credit card company, GreatCall will take the appropriate steps to seek recollection for the phone payment
We apologize for any inconvenience this situation may have caused
Best 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 expressed that she will not close the complaint until such time that she has received the replacement phone
UPS tracking information shows that the replacement phone was delivered on 6/1/and was left at the front doorThe UPS tracking detail can be viewed online at ***
*** *** is reminded to fully charge the phone for at least hours prior to calling our Customer Service so that the existing handset can be replaced with the activation of the replacementReplacement handsets should only be activated by calling our Customer Service, *** *** is reminded that online activations through our website, *** is intended for customers who starting new service only
Our Customer Service is available at*** between 5am and 9pm pacific time
We apologize for any inconvenience this situation may have caused
Best 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*** *** *** was
dissatisfied with the information received from GreatCall sales agent when she ordered phones for her parents
We appreciate the opportunity to respond *** *** *** complaint and have completed a review of his GreatCall account.
Our records show that *** *** *** called our Sales Department on 4/22/and place a direct order for two Jitterbug Flip cell phonesDuring the course of placing this order, our representative miscommunicated the limitation of our services when used internationally
Due to this error, GreatCall has processed a check refund of the monthly service fee of $that will be sent on 8/1/to *** ***All international usage fees have been removed from the account*** *** should disregard any invoices, statements or billing notices generated prior to 7/22/
Furthermore, our records show that we received a credit card dispute on 7/14/for the initial order placed
Because GreatCall has determined that *** *** is due a full refund because of the miscommunication during the setup of her initial order, GreatCall will not challenge the credit card dispute
We apologize for any inconvenience this situation may have caused
Best 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 complaintA representative for *** *** *** has supplied additional comments regarding his complaint
Our records indicate, as mentioned in our prior response, that *** *** has been refunded in accordance with our 30-Day Return Policy as outlined in the Terms and Conditions packaged with the device and as posted on our website, ***
The $restocking fee is assessed for retail purchases because the device cannot be resold and must be returned to GreatCall by the retailerAll customers are treated fairly and equally and as such, *** *** is not exempt from the stipulations outlined in the aforementioned 30-Day Return Policy
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 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 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 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 complaintMs*** *** has
submitted a complaint on behalf of *** ***, a former GreatCall subscriberWe appreciate the opportunity to respond to Mr*** complaint and have completed a review of his GreatCall accountOur records indicate that a Jitterbug Flip cell phone was ordered on December 1, The initial order of $*** was processed using a *** card ending in ***On May 1, 2017, Ms*** *** contacted our Customer Service to report that the Jitterbug Flip was unresponsive and could not be powered onAt that time, our Customer Service replaced the phoneOn June 15, 2017, Ms*** again contacted our Customer Service due to a technical problem and her Jitterbug phone was again replacedOn July 10, 2017, per Ms*** request, Mr*** GreatCall account was closed and he was issued a refund for the June monthly service chargesA refund of $*** was issued to the *** *** card ending in ***, from which it was originally collectedAdditionally, the July balance of $*** has been waived and Mr*** can disregard any request made for payment received by mail prior to the adjustment being issuedBecause an average of talk-time minutes per month have been used over the last six months, no further credits or refunds for monthly service charges are meritedAs a one-time courtesy, GreatCall will approve Mr*** phone return for a refund outside of our standard 30-Day Return periodThe refund will be treated as a 30-Day Return and, as such, the phone must be returned in like-new condition with all original componentsAs outlined in our 30-Day Return Policy; a $*** Restocking Fee is retained from the original transactionThe refund will be issued to card from which it was originally collected within fifteen (15) business days from when the phone is received back in our warehouse at the address provided belowGreatCall Returns Center RA# *** USG Drive Libertyville, IL We apologize for any inconvenience this situation may have causedBest Regards
Hello,Please see comments below.*** GreatCall OperationsRe: *** *** Account
*** File ***
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*** *** *** rejected
GreatCall’s previous response
GreatCall
regrets that the Link application did not perform to fullest abilities for *** and understands that complaints of a similar nature have been posted on
various review forumsGreatCall makes every effort to resolve a reported
problem and wishes to advise *** *** that these complaints she has viewed
represent a small fraction of our subscriber base using this featureBecause
the Link application feature did not perform to its fullest capabilities, *** was refunded for the charges incurred that were directly related to the
Link application featureGreatCall can offer no further refunding at this time
as the primary service features (phone service and 5Star Urgent Response) were
not affected by the issues encountered with the Link application
We apologize
for any inconvenience this situation may have caused and consider this matter
resolved
Best Regards
To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaintMr*** *** has added additional commentsWe appreciate the opportunity to respond to Mr***’s additional commentsMr***’s refund was processed per GreatCall’s 30-day return policy and as stated in the Terms and Conditions found in the User Guide that is packaged with the phone and can be found on our webpage, www.greatcall.com, the refund will be less the non-refundable $shipping fee, the $restocking fee and any applicable taxesWe apologize for any inconvenience this situation may have causedBest 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 complaintMs*** *** has submitted additional information regarding her complaint
GreatCall records do no indicate that there is a problem with *** *** personal profile as being describedAdditionally, we can confirm that the service is listed in the name “*** ***” and is listed with a service address of *** *** *** *** ** *** ** ***We show no reported issues regarding the Personal Profile or the user of the device between the start of the service on 10/1/and 2/1/
On 2/1/2016, *** *** contacted our Customer Service to request that the service be placed in her nameAt that time, the service was already listed in her nameIt is very possible that *** *** signed up service in her name, but then issued the device to different user and completed the Personal Profile using the information for the individual to which she issued the device
If *** *** is now the user of the device, she can update the information on the Personal Profile through her *** account or she can request a Personal Profile form to be mailed to her so that she can provide updated information for her profileThe Personal Profile form can be requested by calling our Customer Service at *** between 5am and 9pm pacific time or by emailing us at ***
On 5/23/2016, *** *** again contacted our Customer Service to request that the service be placed in her nameAt this time, *** *** was again advised that the service is already listed in her name and her request for a six month credit was deniedLater on 5/23/2016, a gentleman named *** *** contacted our Customer Service on *** ***’s behalf to request that the account be changed into *** ***’s name and further requested a six month credit and free replacement device*** *** was advised that the service is already listed in *** ***’s name and his request for credit and free replacement was denied
As a one-time courtesy we will waive the June service payment for *** *** to allow her the time to make the updates to her Personal Profile and replace her deviceShould *** *** elect to end her GreatCall service, she will need to take the necessary steps to contact our Customer Service to request cancellation of her account*** *** can request cancellation of her account by calling our Customer Service at *** between 5am and 9pm pacific time or by emailing us at ***
We apologize for any inconvenience this situation may have caused
Best 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 complaintWe appreciate the opportunity to respond to Ms***’s additional commentsGreatCall made every attempt to place Ms*** on a plan that worked for herAs previously stated, on 12/7/2017, Ms*** called to confirm her account password and later that same day her number ported outOnce the number was no longer with GreatCall, the account automatically canceledAt the time of cancellation, Ms*** had used minutes, and there was a usage charge on the account in the amount of $The usage charge included; one, non GreatCall assistance call at $1.50, one GreatCall Operator assistance call at cents and four text/picture messages at cents per message for centsGreatCall has removed the balance and the account is closedWe apologize for any inconvenience this situation may have causedBest 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 reported that she has been unable to
transfer (port) the phone number *** *** from GreatCall to a new carrier
We appreciate the opportunity to respond to *** *** complaint and have completed an audit of her GreatCall account
Our records show that the initial port-out request was received on 5/25/and the requesting carrier was advised that an incorrect password was supplied in the requestA subsequent request, received by GreatCall on 5/26/2016, also included an incorrect passwordOn 6/3/2016, a new request with the correct account security information was received and the service number*** *** was released to the new carrier
*** *** ** advised that her account is not closed at this time because an additional line of service for phone number *** *** is still activeOur records show that this service number is assigned for use on a silver colored Jitterbug Plus handsetIf *** *** is no longer using this particular line of service, she should take the necessary steps to contact our Customer Service and disconnect this phone service
As this is the last remaining line of service on her account, such cancellation would close her account in full
We apologize for any inconvenience this situation may have caused
Best Regards
Re: *** *** *** *** *** ***
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 requested a prorated refund on behalf of his deceased mother
in law, *** ***
*** *** has requested a partial refund for the prepaid bill period between 12/15/and 1/14/because the request for cancellation of the service associated with the GreatCall Splash emergency response device was submitted on 12/23/Per GreatCall’s Terms and Conditions; “You can cancel your 5Star service at any timeWe will cancel your service and you will not be charged for any future months.” Our records indicate that the GreatCall service was paid via a monthly recurring charge to a credit card or debit card on file and that the service was not prepaid past the 12/15/to 1/14/bill period. We regret that we are unable to process a partial refund for prepaid monthly services between 12/15/and 1/14/
We apologize for any inconvenience this situation may have caused and consider this matter resolved.
Best 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 complaintMs*** *** has submitted additional information regarding her complaint
We understand *** *** frustration; however, a large majority of the comments provided to the Revdex.com by *** *** do not fall in line with the information documented on her GreatCall accountGreatCall can only speak to the documented history shown on *** ***’s GreatCall accountBecause of this, we cannot justify or merit the billing credits being requested
In addition to the aforementioned free month of service, GreatCall will offer *** *** a free GreatCall Splash device in either Desert Silver or Tahoe Blue*** *** can request the device to be sent to her with free ground shipping by calling our Customer Service at *** between 5am and 9pm pacific timeAdditionally, *** *** can update the user information listed on her personal profile by accessing her *** account
As a reminder to *** ***, her account currently remains open and activeShould *** *** choose to reject our offer of a free upgrade to the GreatCall Splash device, she should then take the necessary steps to contact our Customer Service by phone to request the cancellation of her accountSuch request should be processed prior to 7/2/in order to prevent any future billing to her 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
Regards,*** ***
I am sick and tired of Greatcall's lies You notice they say (and I do not see a signature of who sent this email) that "IF" the returned cell phone is "deemed" to be in "like new" condition, Greatcall will still only refund me the $I do not trust them at allThey keep contradicting themselves about the factsIf they will not refund the balance of $which is rightfully owed to me, and which is a drop in the bucket for their company, but would pay for my food for a month, there is no way I would believe that they would check the cell phone, see that it is really new and never been used, and tell the truthIn my opinion, they are an unscrupulous and deceitful company, taking advantage of seniorsThis whole horrific situation has been going on since June 10, 2015, but if they want to keep it going, fine If they think they will win by insulting my intelligence and demeaning my integrity, "Bring it on"
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 dissatisfied with the
cancellation policy. We appreciate the opportunity to respond to Ms***’s complaint and have completed an audit of Ms***’s GreatCall accountMs***’s account was established on August 30, with the retail purchase of a Jitterbug phoneMs*** ported her number to another carrier and the account was closed on Tuesday November 7, At the time of cancellation, there was a balance on the account of $61.82, that was generated on 11/4/17, and covered service from 11/4/through 12/3/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, if you wish to cancel your service before the end of a given month, you’ll be responsible for any account charges and overages through the date of your final billAlthough GreatCall considers the monthly service fee to be valid, as a courtesy, we have removed the balance and it is now at zeroWe apologize for any inconvenience this situation may have causedBest 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 reported
that GreatCall has failed to provide her a credit due for a cell phone returned as instructed
We appreciate the opportunity to respond to *** *** complaint and have conducted a review of *** *** *** GreatCall account
Our records show that on 3/11/2016, *** *** called our Customer Service to order a replacement of *** *** Jitterbug TouchsmartphoneThe order was processed using the Handset Replacement Option on the account and the $processing fee was added to the following billThe replacement phone was activated for use on 3/20/
On 4/7/2016, *** *** determined that more phone storage was required to support *** *** use of the Jitterbug Touchsmartphone and an order for a new Jitterbug Smart phone model was placed*** *** was advised to return the Jitterbug Touchsmartphone for a refund of the aforementioned $replacement processing feeRegretfully, GreatCall does not show that the phone returned has been received in our warehouse as required
Because *** *** *** *** have maintained their account in good standing during their efforts to secure the desired refund, GreatCall will issue the refund of $to *** *** *** ending ***, which was used to place the order for the Jitterbug SmartAdditionally, a $service credit has been applied to *** *** account as a token of appreciation for *** *** *** *** patience and understanding
We apologize for any inconvenience this situation may have caused
Best Regards
Re:*** *** *** *** *** ***
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 expressed her frustration with the order of a replacement
phone
We appreciate the opportunity to respond to *** *** complaint
Our records indicate that the most recent replacement, which was pre-activated to ensure that the proper information was loaded onto the phone, was shipped on 3/2/by USPS Priority Mail Express and was delivered to *** *** address on 3/3/The shipment was assigned the USPS tracking number *** We can also confirm that no shipping charges have been incurred for any replacement orders that have been processed
GreatCall will review the audio recording of any calls associated with the referenced orders to ensure that the proper expectations were set for the customerWhile we make every effort to record all calls, the possibility exists that calls related to the reported issue may not have been recordedAny additional training or coaching required will be provided to the representatives involved with this particular situationOur representatives are expected to communicate vital information to a customer as related to the functionality of any handset/device in a customer’s possession after changes are made to a customer’s service
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. Regards,*** ***
Re: *** ***_ 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 complaintMs*** *** has requested that GreatCall honor the
August 17, cancellation request submitted by *** ***Furthermore, *** *** requests that the outstanding account balance of $65.23, for charges incurred after her cancellation request, are adjusted to $We appreciate the opportunity to respond to *** ***’s complaint and have completed a review of her accountWe have determined that the account was established on 08/07/with the purchase and activation of a Jitterbug Plus handsetThe initial sales order totaling $included the cost of the handset ($99), a one-time Service Activation Fee ($35), and non-refundable shipping charge ($10), and applicable taxes ($14.91)
Our records indicate that authorized account contact *** *** contacted Customer Service on 08/17/and requested that the account be cancelledWe regret that a disconnect order was not processed per the caller’s requestOn 09/17/14, *** *** contacted Customer Service after receiving September’s invoiceOur agent reviewed the account and confirmed the account was still active*** *** was advised that the issue would be escalated to have the account cancelled and the balance adjusted to $We regret that the reported escalation was not completedWe regret that *** ***’s cancellation requests were not processed in a timely manner
We wish to assure *** *** that the account has been cancelled as of 10/21/and the account balance has been adjusted to $We apologize for any inconvenience this situation caused and consider this matter resolved unless the Revdex.com has any further questions or requires additional informationIf you have any further questions, please contact meBest 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*** *** *** is has
expressed her dissatisfaction with her Jitterbug Smart phone and our customer service
We appreciate the opportunity to respond to *** *** complaint and have completed an audit of her GreatCall account
Our records indicate that *** *** service was established on 8/5/with the direct purchase of a Jitterbug Smart phoneThe initial order, totaling $199.58, was processed using a *** card ending *** and consisted of the GreatCall Jitterbug Smart phone for $149.99, a one-time service activation fee of $35.00, a non-refundable ground shipping charge of $10.00, a free case, a free car charger and $for applicable taxes
On 8/14/*** *** called our customer service and we have reviewed the audio recording of the call*** *** stated she set a swipe to unlock on the phone and could not remember what she choseOur representative asked if she had set up a google account, she said yes, but didn’t know for sure, she gave the password that we have on her account and our agent explained the difference between our password and what she may have set up with GoogleWe explained that we can reset the phone but it is important to know if she set up a Google account
We advised that if we reset her phone and she did set up a google account there would be a prompt to enter the Google information and if she could not, the phone would be stuck on that screen*** *** stated that she did not think she set it upWe further explained that if we reset the phone and she cannot enter her Google information she will have to purchase a new phoneOur representative asked if she may have wrote down any information about a google account and *** *** again said no, she did not think she set up a Google account
Our agent reiterated that if she did and we reset the phone, she will be stuck on that screen, she will not be able to move from that screen and she will need to purchase a replacementOnce again *** *** stated that she did not set up a Google accountWe proceeded with a reset of the phone and during the process the phone stated she needed to enter her Google account information that was previously synced with this phoneWe explained that she did indeed set up a Google account needs to have the information she used in order to proceed
*** *** entered her name and the information that she thought she may have used to no availOur agent made many suggestions to her as to what she might have used and still *** *** was not able to recallOnce again we explained that the only way to get into this phone would be to enter the Google account information, that she should contact Google for her information and if she cannot, she would have to purchase a new phone*** *** stated that she did not want to purchase a replacement and asked about the day trial or warranty
We explained that the issue is not a defect in the phone but that she created a Google account and doesn’t know her login or password and as advised prior to the phone reset this information would be requiredOur agent suggested that she check her records to see if she could find where she might have written the information down and attempt to get beyond this screen, *** *** understood
On 8/14/*** *** called our customer service and we have reviewed the audio recording of the call*** *** informed our representative that her phone wasn’t working due to a password she could not remember and she was not going to pay for a replacementThe agent processed an order for a free, pre-activated replacement and it is scheduled to deliver to her on 8/18/Additionally, during this conversation *** *** stated that she has filed a dispute with her credit card company
As a reminder, the security settings on the Jitterbug Smart phone, manufacture by Alcatel, require that any Gmail account logged in and synced at the time of a factory reset be verifiedIf a customer is unable to verify the Gmail log in information, they should take the steps to recover they’re log in and/or password information by visiting the Gmail log in page or calling Google directly
Because GreatCall has replaced the phone free of charge, the initial purchase price of the phone, $199.58, is a valid chargeIf a chargeback is filed with the credit card company, GreatCall will take the appropriate steps to seek recollection for the phone payment
We apologize for any inconvenience this situation may have caused
Best 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 expressed that she will not close the complaint until such time that she has received the replacement phone
UPS tracking information shows that the replacement phone was delivered on 6/1/and was left at the front doorThe UPS tracking detail can be viewed online at ***
*** *** is reminded to fully charge the phone for at least hours prior to calling our Customer Service so that the existing handset can be replaced with the activation of the replacementReplacement handsets should only be activated by calling our Customer Service, *** *** is reminded that online activations through our website, *** is intended for customers who starting new service only
Our Customer Service is available at*** between 5am and 9pm pacific time
We apologize for any inconvenience this situation may have caused
Best 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*** *** *** was
dissatisfied with the information received from GreatCall sales agent when she ordered phones for her parents
We appreciate the opportunity to respond *** *** *** complaint and have completed a review of his GreatCall account.
Our records show that *** *** *** called our Sales Department on 4/22/and place a direct order for two Jitterbug Flip cell phonesDuring the course of placing this order, our representative miscommunicated the limitation of our services when used internationally
Due to this error, GreatCall has processed a check refund of the monthly service fee of $that will be sent on 8/1/to *** ***All international usage fees have been removed from the account*** *** should disregard any invoices, statements or billing notices generated prior to 7/22/
Furthermore, our records show that we received a credit card dispute on 7/14/for the initial order placed
Because GreatCall has determined that *** *** is due a full refund because of the miscommunication during the setup of her initial order, GreatCall will not challenge the credit card dispute
We apologize for any inconvenience this situation may have caused
Best 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 complaintA representative for *** *** *** has supplied additional comments regarding his complaint
Our records indicate, as mentioned in our prior response, that *** *** has been refunded in accordance with our 30-Day Return Policy as outlined in the Terms and Conditions packaged with the device and as posted on our website, ***
The $restocking fee is assessed for retail purchases because the device cannot be resold and must be returned to GreatCall by the retailerAll customers are treated fairly and equally and as such, *** *** is not exempt from the stipulations outlined in the aforementioned 30-Day Return Policy
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 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 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 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 complaintMs*** *** has
submitted a complaint on behalf of *** ***, a former GreatCall subscriberWe appreciate the opportunity to respond to Mr*** complaint and have completed a review of his GreatCall accountOur records indicate that a Jitterbug Flip cell phone was ordered on December 1, The initial order of $*** was processed using a *** card ending in ***On May 1, 2017, Ms*** *** contacted our Customer Service to report that the Jitterbug Flip was unresponsive and could not be powered onAt that time, our Customer Service replaced the phoneOn June 15, 2017, Ms*** again contacted our Customer Service due to a technical problem and her Jitterbug phone was again replacedOn July 10, 2017, per Ms*** request, Mr*** GreatCall account was closed and he was issued a refund for the June monthly service chargesA refund of $*** was issued to the *** *** card ending in ***, from which it was originally collectedAdditionally, the July balance of $*** has been waived and Mr*** can disregard any request made for payment received by mail prior to the adjustment being issuedBecause an average of talk-time minutes per month have been used over the last six months, no further credits or refunds for monthly service charges are meritedAs a one-time courtesy, GreatCall will approve Mr*** phone return for a refund outside of our standard 30-Day Return periodThe refund will be treated as a 30-Day Return and, as such, the phone must be returned in like-new condition with all original componentsAs outlined in our 30-Day Return Policy; a $*** Restocking Fee is retained from the original transactionThe refund will be issued to card from which it was originally collected within fifteen (15) business days from when the phone is received back in our warehouse at the address provided belowGreatCall Returns Center RA# *** USG Drive Libertyville, IL We apologize for any inconvenience this situation may have causedBest Regards
Hello,Please see comments below.*** GreatCall OperationsRe: *** *** Account
*** File ***
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*** *** *** rejected
GreatCall’s previous response
GreatCall
regrets that the Link application did not perform to fullest abilities for *** and understands that complaints of a similar nature have been posted on
various review forumsGreatCall makes every effort to resolve a reported
problem and wishes to advise *** *** that these complaints she has viewed
represent a small fraction of our subscriber base using this featureBecause
the Link application feature did not perform to its fullest capabilities, *** was refunded for the charges incurred that were directly related to the
Link application featureGreatCall can offer no further refunding at this time
as the primary service features (phone service and 5Star Urgent Response) were
not affected by the issues encountered with the Link application
We apologize
for any inconvenience this situation may have caused and consider this matter
resolved
Best Regards
To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaintMr*** *** has added additional commentsWe appreciate the opportunity to respond to Mr***’s additional commentsMr***’s refund was processed per GreatCall’s 30-day return policy and as stated in the Terms and Conditions found in the User Guide that is packaged with the phone and can be found on our webpage, www.greatcall.com, the refund will be less the non-refundable $shipping fee, the $restocking fee and any applicable taxesWe apologize for any inconvenience this situation may have causedBest 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 complaintMs*** *** has submitted additional information regarding her complaint
GreatCall records do no indicate that there is a problem with *** *** personal profile as being describedAdditionally, we can confirm that the service is listed in the name “*** ***” and is listed with a service address of *** *** *** *** ** *** ** ***We show no reported issues regarding the Personal Profile or the user of the device between the start of the service on 10/1/and 2/1/
On 2/1/2016, *** *** contacted our Customer Service to request that the service be placed in her nameAt that time, the service was already listed in her nameIt is very possible that *** *** signed up service in her name, but then issued the device to different user and completed the Personal Profile using the information for the individual to which she issued the device
If *** *** is now the user of the device, she can update the information on the Personal Profile through her *** account or she can request a Personal Profile form to be mailed to her so that she can provide updated information for her profileThe Personal Profile form can be requested by calling our Customer Service at *** between 5am and 9pm pacific time or by emailing us at ***
On 5/23/2016, *** *** again contacted our Customer Service to request that the service be placed in her nameAt this time, *** *** was again advised that the service is already listed in her name and her request for a six month credit was deniedLater on 5/23/2016, a gentleman named *** *** contacted our Customer Service on *** ***’s behalf to request that the account be changed into *** ***’s name and further requested a six month credit and free replacement device*** *** was advised that the service is already listed in *** ***’s name and his request for credit and free replacement was denied
As a one-time courtesy we will waive the June service payment for *** *** to allow her the time to make the updates to her Personal Profile and replace her deviceShould *** *** elect to end her GreatCall service, she will need to take the necessary steps to contact our Customer Service to request cancellation of her account*** *** can request cancellation of her account by calling our Customer Service at *** between 5am and 9pm pacific time or by emailing us at ***
We apologize for any inconvenience this situation may have caused
Best 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 complaintWe appreciate the opportunity to respond to Ms***’s additional commentsGreatCall made every attempt to place Ms*** on a plan that worked for herAs previously stated, on 12/7/2017, Ms*** called to confirm her account password and later that same day her number ported outOnce the number was no longer with GreatCall, the account automatically canceledAt the time of cancellation, Ms*** had used minutes, and there was a usage charge on the account in the amount of $The usage charge included; one, non GreatCall assistance call at $1.50, one GreatCall Operator assistance call at cents and four text/picture messages at cents per message for centsGreatCall has removed the balance and the account is closedWe apologize for any inconvenience this situation may have causedBest Regards