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
On June 1st, I returned the phone to Great Call. It was sent "CERTIFIED MAIL", so that I would have evidence of when it was delivered and who signed for it. I had not received any pre-paid shipping label, nor have I received any today. The charge for shipping was $23.05, which I paid at the post office
I do not trust the company to make good the offer to pre-pay the shipping, which is why I paid it. Also, they are still trying to collect $"restocking fee" for the phone (which THEY couldn't get to work). My opinion continues to be that they CERTAINLY were aware of a problem with the phone BEFORE THEY SENT IT TO ME.
I am asking for a total amount of the cost of the phone, $for me shipping the phone back, and WAIVING the $restocking (which, by the way, no other phone company does--at least none I have dealt with)
Additionally, they are not crediting my account for days. It didn't take days to process my credit card to get my money from me. This amount of time IS NOT ACCEPTABLE
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 complaintWe have received a notice that Ms*** does not accept our response, however, no additional comments or information was submittedAs such, our position regarding this matter remains unchangedShould Ms*** have any further concerns, we encourage her to follow up with our Customer Service at 1-800-733-between 5:00am and 9:00pm pacific time We 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*** *** *** reported a problem being
encountered with the charging of a Jitterbug Flip cell phone
We appreciate the opportunity to respond to *** *** complaint and have completed a review of her GreatCall accountOur records indicate that *** *** added a Jitterbug Flip cell phone to her existing account on 3/31/and on 5/10/2016, *** *** reported a problem with the charging of her Jitterbug Flip phone
GreatCall wishes to remind *** *** that several factors including usage and cell tower proximity can contribute to battery usageWe see that between 4/5/and 5/4/the Jittrebug Flip was used for over minutes and that between 5/5/and 5/27/over minutes have been usedSuch usage can certainly contribute to a battery charge lifeUnder ideal conditions the Jitterbug Flip has a day stand by time and a hour talk time
None the less, as a one-time courtesy, GreatCall will ship out a replacement phone at no charge*** *** should charge the phone for or more hours prior to powering the phone on or calling our Customer Service to disable the current phone for replacement with the new phone
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.arrogant customer service personnel 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*** *** requested his account to be cancelled and it was not. We appreciate the opportunity to
respond to Mr***’s complaint and have completed an audit of his GreatCall account. Our records show that on 1/7/2017, GreatCall received a request to port out the phone number on Mr***’s accountIn order to port out a phone number from one carrier to another carrier, the account must be open and the requesting carrier must provide, the Customer’s name, address, home phone number and pin or password as listed on the accountOn 1/12/2017, GreatCall rejected the port out request due to incorrect or incomplete information provided by the requesting carrierWe advised that once the correct information is received, we will complete the request.On 1/18/2017, GreatCall received an email from Mr*** requesting his pin or password and we responded with the information.On 1/23/2017, GreatCall received a mailed request to cancel the accountDue to the pending port out of Mr***’s phone number, the account remained open. On 2/21/2017, due to the Revdex.com complaint received, GreatCall has cancelled Mr***’s account and removed the balance of $The account is at zero and Mr*** will receive a final bill after the next cycle date of 3/10/as confirmation. We apologize for any inconvenience this situation may have caused.Best Regards
Re: *** ***_ Account ***_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 complaint*** *** *** is seeking a refund
We
appreciate the opportunity to respond to *** *** complaint and have completed a review of her GreatCall account.
Our records show that *** *** account was established on 5/14/with the direct purchase of a Jitterbug Flip cell phone.
Our records show that GreatCall did receive *** *** phone on 6/23/at our distribution center and it was evaluated and deemed “C” stock condition, there were scratches on the screen making it less than like new The phone was forwarded to our shipping and receiving department for a second evaluation and received on 7/27/
After evaluation it was again deemed “C” stock, deep scratches on the screen and on 7/28/we returned the phone to *** ***.
GreatCall received the phone at our shipping and receiving department on 8/19/requesting a third evaluationThe phone was again deemed “C” stock and sent back to *** *** on 9/7/16.
Per GreatCalls Terms and Conditions, a phone can be return for refund within days of purchase and must be in “like new” conditionOn three different evaluations, *** *** phone was deemed “C” stock, with scratches on the screen and not in “like new” condition, therefore no refund is due.GreatCall’s 30-Day Return Policy can be reviewed in the Terms and Conditions section of the User Guide enclosed with the Jitterbug cell phone and on our website, ***
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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
My *** *** has not been credited, thank you for your help
*** *** *** *** *** *** * ***
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 requested
cancellation of the GreatCall cell phone account due to overage charges that resulted from exceeding the allowed usage limits of the monthly service rate plan selected
Our records show that *** *** established his account on 7/2/with the activation of a retail purchased Jitterbug Touchsmartphone on our websiteAt the time the account was established, *** *** selected our Unlimited Talk and Text plan, which includes Megabytes of free data for $plus tax monthly
Our records show that in the billing period between 8/3/and 9/2/2016, *** *** used in excess of megabytes of dataAs a result, *** *** incurred data overage charges of $The overage charges were added to his September bill, bringing the total to $The charges were collected by automatic payment on 9/6/from a *** card ending in *** as provided by *** ***
On 9/7/2016, *** *** placed a call to our Customer Service to question the charges collected from his *** card on fileOur Customer Service explained to *** *** that he had exceeded the allowed data limit for his service plan and processed an upgrade to the plan to effect with the October billingAs a courtesy, a discount towards the October bill was applied
Per *** ***’ request, we have scheduled the cancellation of his account for the end of the current billing period on 10/2/The phone and data service will be available for use until this date and additional charges may be incurred if the service plan limits are exceeded prior to closing of the account
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 reported that she was charged a $returned check fee on
a check that was not returned
We appreciate the opportunity to respond to *** *** complaint and have completed an audit of her GreatCall account
Our records show that on 5/16/GreatCall received a notice of a returned check for insufficient funds and as a courtesy a notice of the returned checked was sent to the billing address on file. On 5/27/16, *** *** placed a call to our Customer Service Department to question the returned check feeAt that time our Customer Service Representative advised *** *** that our records indicated that her check was returnedAt the time of this call, *** *** account balance was $Such balance represents the April billing of $57.36, the return check fee of $and the May billing of $57.36.
Later on 5/27/16, *** *** was connected with our Financial Services, who confirmed that our records indicated that her check was returned for insufficient funds*** *** again contacted our Financial Services with a bank representative conferenced in and her bank representative confirmed that her check was not processedAt that time our Financial Services representative applied a credit of $for the returned check fee and processed a payment for $using a *** *** ending in ***Such payment consisted of the April and May billing described above
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*** *** *** is requesting a call for
assistance with his Splash device
We appreciate the opportunity to respond to *** *** ***’s complaint and have completed an audit of his GreatCall account
Our records show that *** *** established his account on 11/7/with the direct purchase of a GreatCall Splash device with the basic Health & Safety planGreatCall received an automated test call indicating that the device was successfully activated on 11/10/2015.
We show that *** *** has called on four separate occasions to report issues with his Splash deviceOn each call our agents performed basic troubleshooting and the issue was resolved or a replacement was sentSince establishing his account, *** *** has moved twice, once to an island and lastly to a different state
On 10/6/GreatCall placed an outbound call to *** *** to trouble shoot his deviceWe determined that *** *** is only charging his device on average hours a dayGreatCall recommends the device be charged at least 2-hours daily, depending on the coverage in the customer’s areaThe Splash device cannot be over chargedService is based on the coverage in each person’s area and although our carry partners may show that someone is in a good coverage area, like *** ***, things such as weather, water, topography and other environmental considerations associated with radio technology also affect service and service may vary significantly
We have requested that *** *** try charging for 2-hours each day to see if the device will maintain a longer charge and have set up a call back on 10/13/to check his deviceWe will continue to work with *** *** to resolve his issues
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, this letter is submitted in response to the above-referenced complaint*** *** has expressed her dissatisfaction with GreatCall’s rate plan
change policy
We appreciate the opportunity to respond to respond to the above referenced complaint and have completed a review of the GreatCall account
Because GreatCall is a month to month service with no contracts, we allow our customers to process a change in their monthly service rate plan once per monthWhile we allow this change, we do not prorate monthly billing and the new rate is made effective immediately to prevent incorrect billing on the following bill cycleOur records show that *** *** is still subscribed to the Ultimate Health and Safety package as she elected to end her call to our Customer Service prior to our representative being able to complete the requested change in the monthly service plan
We kindly ask that *** *** contact our Customer Service at *** to process the desired change in serviceWe are available every day between 5am and 9pm pacific timeAs a one-time courtesy, we will issue a service credit for the difference in the rate plansThis credit will be applied towards the next monthly service charge and will be deducted from the new rate selected*** *** can have our representative reference this response, which will be posted to the GreatCall account, for authorization to apply the credit
We apologize for any inconvenience this situation may have caused
Best Regards
Re: [redacted] Account [redacted] File [redacted]To Whom It May Concern:On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. Ms. [redacted] has an issue with billing.We appreciate the...
opportunity to respond to Ms. Ms. [redacted]’ complaint and have completed an audit of her GreatCall account. On 4/18/17, Ms. [redacted]’ account was established with the activation of a retail purchased Jitterbug Smart phone. Ms. [redacted] paid $64.24 for the $35.00 activation fee and $19.99 for a case for the phone, plus applicable with a [redacted] ending in 1217.On 5/5/2017, Ms. [redacted] called regarding her account, she wanted to know the phone number of the phone, to give her parents information for the 5Star service and to set up automatic payments. We provided the phone number, explained that she needed to register at mygreatcall.com to set up the profile, added her Visa ending in [redacted], for recurring billing, advised of the bill cycle date and processed a one-time payment of $40.75 for the current amount that was due.On 5/12/17, the [redacted] ending in 1217 was added online and set up for recurring billing.GreatCall received a charge back from [redacted] in the amount of $64.24 and these funds were immediately returned to Ms. [redacted]. Since Ms. [redacted] had not call GreatCall to cancel the account and this was a valid charge, on 5/18/17, the amount was added to the account. On 5/20/17, the monthly service invoice generated for $40.86, combined with $64.24, the total due was $105.10 and the automatic payment for this invoice processed on 5/22/17.The next two months of service for $40.75 and $40.71, generated and both payments processed to the credit card on file. GreatCall received two charge backs from [redacted], $40.75 and $40.71 and the funds were immediately returned to Ms. [redacted]. These charges were for service from 5/20/17-6/20/17 and 6/20/17-7/20/17 and were added to the account as an amount due to GreatCall. On 8/23/17, GreatCall sent an email to the address on file that the most recent payment had not processed. We received a response email from Ms. [redacted] stating that she had repeatedly advised GreatCall that she doesn’t want the service and to stop billing her. On 8/24/17, we attempted to reach Ms. [redacted] via the phone number on file, but were not able to connect with her and sent a reply that do to privacy and security, she needed to call Customer Service to cancel the account. On 9/17 and 9/21/2017, GreatCall sent two automated account notifications to Ms. [redacted] and on both attempts, the calls were disconnected. On 9/25/17, Ms. [redacted] called GreatCall Financial Service, however, we were experiencing a system error that affect our telephones and her call was dropped. Per GreatCall’s Customer Agreement, as stated in the user guide packaged with the phone and which can be found at https://www.greatcall.com/legal/terms-of-use, If for any reason you are not completely satisfied with your service and you wish to cancel, you’ll be able to do so, to cancel your service, please contact our Customer Service Department at 1-800-733-6632 between 6 am – 7 pm PST, Mon – Sat.The only record that GreatCall has received to cancel the account was the email received on 8/23/17. We have canceled the account and removed the current balance as we show there has been no usage. GreatCall does not report to any credit reporting agency.We apologize for any inconvenience this situation may have caused.Best Regards.
I filed a dispute with [redacted] and they gave me a conditional credit of $179.85. [redacted] must be working with Great Call to solve this problem. Great Call did call me on 8 December to tell me they would be giving me a credit in the next 3 to 5 business days (13-15 Dec). They did not specify the exact amount that would be refunded. They also are sending a prepaid envelope to return the second refurbished phone. When the credit is returned to me , I will return the phone. I will also notify [redacted] and the Revdex.com of the results. I do not believe Great Call gave you all the facts concerning this problem. If you and [redacted] had not got involved I don't think Great Call would have pursued anything. Thank you for your help in this matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,[redacted]
The...
response by Great Call is a bunch of bunk. I signed up with a plan over the phone and never got anything in writing until I received a bill at the end of the month. Two days before the end of the billing period I received a call from Great Call saying I had gone over my data plan and they were going to charge me $127. I was upset and they said they would give me a $20 credit and asked me if I wanted to upgrade to another data plan for an additional $30 a month. I resolved at that time that Great Call was not going to work for me. I hung up and looked at the data usage on my phone and it indicated I was not above my data allowed and had an aide (I am disabled) take a picture of the data on my phone. She agreed I had not gone over. I then contacted [redacted], my old company), to switch me back. I then got a call from Great Call asking me if I wanted to upgrade my plan and I said "no" and had no further verbal contact with them. At no time did they say they would withdraw the overage charges.
To Whom It May Concern:On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. Ms. [redacted] was dissatisfied with GreatCall’s 30-day return policy.We appreciate the opportunity to respond to...
Ms. [redacted]’ complaint and have completed an audit of her GreatCall account. A review shows that on 6/3/2016, we advised Ms. [redacted] that she would receive a full credit of her purchase. However, the balance was not removed at that time and continued to carry forward. We have credited the payment of $20.00 received on 2/13/17, back to the [redacted] ending in 0351 and removed the balance from the account. The credit should post within in 3-5 business days, depending on the credit card company.We apologize for any inconvenience this situation may have caused.Best Regards.
On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. [redacted] has requested...
a refund for a phone and two months of service.
We appreciate the opportunity to respond to this complaint and have completed a review of the GreatCall account for [redacted].
Our records show that on 6/3/2016 [redacted] called our customer service to pay for her service and order a new phone. Our agent processed a payment of $77.40 for service from 5/10/16 -6/9/16 and an order for a Jitterbug Flip for $79.99 with free shipping plus applicable taxes, with [redacted] ending in [redacted] and the account was at a zero balance.
On 6/10/2016 the monthly service fee of $75.65 generated to the account.
On 6/27/2016 [redacted] contacted our customer service and stated she did not like the Flip phone and wants to return to a Jitterbug 5, we started an order but it could not be completed, [redacted] did not have the funds and the order was placed on hold. On 7/2/16 [redacted] call to complete the order. We processed the order for a Jitterbug 5 with [redacted] card end [redacted]. The agent applied a courtesy credit of $10.00 to the account. The agent ordered a shipping label to be sent but it was denied and not sent.
On 7/10/2016 the monthly service fee of $77.42 generated to the account and added with the outstanding balance of $75.65, the current amount due was $143.07.
On 7/15/16 the current balance due on [redacted]’s account was $143.07. We have reviewed the audio recording of the outbound call placed by our Financial Services department on 7/15/2016 to [redacted] to discuss payment. [redacted] stated that she always pays her bill on the 3rd of the month.
Our agent let her know that she has not made a payment for her monthly service fee since June 3rd. However, on 7/2/16 she did purchase a phone. She stated she returned her phone and has not got the refund. The representative reviewed the 30day return policy with her and that the service fee is separate from that and still needs to be paid as she is using her phone. She stated she cannot make a payment until 8/3/16. Our agent offer to set up the payment for her and she agreed. The agent verified the [redacted] card ending [redacted], the address associated with the card, stated the amount of $143.07 and she agreed to the payment.
The agent explained that she will not have to call in to make her payment that it will process 8/3/2016 in the amount of $143.07 and asked if she understood, [redacted] replied yes.
Between 7/26/16 and 8/1/16 [redacted] called to inquire about her refund. Each time we let her know that we had not yet received the phone. On 8/2/2016 [redacted] called again to see if we had received her phone. She stated that she sent the phone back with a label that we sent her in July. Our agent explained that we have not received the phone and did not have a record of a label being sent. But that we would inquire with our shipping and receiving department to be sure. She then called two more times the same day.
On 8/3/2016 the pre-authorized payment of $143.07 processed to the [redacted] card ending [redacted].
On 8/4/2016 [redacted] called to inquiry about the payment that processed. We have reviewed the audio recording of the call and [redacted] stated that she had not given permission for payment. Furthermore she states that she refused to pay her bill this month until we refund her money. She then states that she paid for the J5 and what she didn’t know, was that last month she had not paid for the usage. She additionally states that she spoke with her bank account and if there is no resolution today there will be a dispute filed. Our representative explained the call on 7/15/2016 where she approved the payment.
GreatCall has not yet received the phone. As a courtesy we have credited $85.54 to the [redacted] card ending [redacted] for the purchase price for the Jitterbug Flip and it should post to the account in 3-5 business days.
In regards to the pre-approved payment of $143.07, this was a valid charge for service and no credit is due. If the charge were to be disputed, GreatCall would consider this amount to be due.
We apologize for any inconvenience this situation may have caused
Best Regards.
Re: [redacted] Account [redacted] File [redacted]To Whom It May Concern:On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. Ms. [redacted] has added additional comments.We appreciate the opportunity to respond to Ms. [redacted] comments.GreatCalls records show that on the Red Flip phone, number [redacted], 39 minutes were used prior to the port in of the number and 240 minutes were used after, indicating the phone was working properly. On the Graphite Flip phone, number [redacted], 137 minutes were used prior to the port in of the number and 2 minutes were used after the port in of the number, indicating an issue with this phone. GreatCall, sent a warranty replacement phone to correct the issue, however, Ms. [redacted], decided to cancel the account prior to receiving the replacement phone and as such the account was disconnected under the 30-day return policy. As previously stated, per GreatCall’s 30-day return policy, packaged with the phones and which can be viewed at our web page, www.greatcall.com <http://www.greatcall.com>, the phones can be returned within 30-days for a refund of the purchase price, less the non-refundable shipping fee, the $10.00 restocking fee (per phone) and applicable taxes. Furthermore, the monthly service fee will also be refunded if less than 30 minutes has been used. Due to the usage of 418 minutes, the monthly service fee is not refundable, the shipping fee is non-refundable and only one restocking fee was charged. As stated to Ms. [redacted] when she cancelled the account, the refund will process within 21 business days from return receipt of the phone. The original phones were received at GreatCall on 3/23/17 and the initial credit posted to the credit card on 3/29/17, four business days after receipt. The warranty replacement phone was received at GreatCall on 3/30/17 and the final credit was applied to the credit card on 4/17/17, the 12th business day after receipt and the 21st day since the cancellation of the account. No further refund is due.We apologize for any inconvenience this situation may have caused.Best Regards.
On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint. [redacted] has supplied additional comments regarding his complaint.
While we understand that [redacted] is concerned with having received an indication of high call volume during his attempt to test the service, we wish to advise him that calls to our 5Star emergency response center are typically answered within 10 to 15 seconds and no recording is played. Our 5Star emergency response agents are certified by the National Academy of Emergency Dispatchers and are obligated to follow the established 911 process for the emergency being reported. In cases of high call volume, where an agent is not immediately available, a recording will play to advise the customer of the delay and these calls are typically answered within 60 seconds.
We regret that [redacted] was not satisfied with the results of his test call attempted on 6/14/2016; however, we are unable to grant his request for a refund as he is outside of our 30 day return period.
We apologize for any inconvenience this situation may have caused.
Re: [redacted]_ Account Information Not Provided_ File [redacted]
To Whom It May Concern:
On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint. [redacted] has reported that she was not provided...
with the double minutes promotional offer and a 25% merchandise discount as advertised by GreatCall when setting up phone service for her mother.
We appreciate the opportunity to respond to Ms. [redacted] comments and concerns.
GreatCall wishes to advise [redacted] that no promotional code was necessary to process the 25% discount when ordering online and that the discount would be automatically applied and reflected on the check-out screen prior to being charged for the order. The advertisements that reference the double minute promotion highlight our most popular plan, the $19.99 minutes only plan.
This plan originally consisted of only 200 airtime minutes, but was increased to 400 minutes and then additionally to 600 minutes, which actually represents triple the minutes of the original plan. We regret that [redacted] may have interpreted the advertisement to mean that the double minutes would apply to the 400 minutes and not the 200 minutes that the plan previously consisted of.
We apologize for any inconvenience this situation may have caused.
Best Regards.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,[redacted]
Greatcall is not telling the truth. I specifically told the gentleman I ordered the cell phone from that I would only order the phone if I could continue to use my cell phone number I now have with [redacted]. He said WHEN I AM READY TO ACTIVATE THE PHONE, I should call Greatcall and then tell them I wanted to activate the cell phone with the cell number I had given to the gentleman when I ordered the cell phone. I called them to complain because I had not authorized them to activate the cell phone and certainly not to a number I did not know, so I was upset I was being charged. The gentleman I ordered from said he would make sure that was put in his notes, that I would only order the phone if I received the same cell number I had for 30 years and that I would only permit him to charge the original price, not automatically charge my credit account every month. I never have ever allowed any company to automatically charge anything to my charge account. I always ask for a monthly bill, then I determine whether I want to pay by check (which I almost always do) or let them charge my account. I have also checked all their advertisements and correspondence from their web site and no where does it say anything about returning the phone after 30 days causes the customer to lose their refund. When I ordered the phone, I was told I could cancel any time, never once was a 30 day time limit mentioned. I was charged a total of $ 263.46 to my account and that is what I want refunded. Just because I am a senior, Greatcall thinks it can take advantage of me and tell lies and change the facts.
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
On June 1st, I returned the phone to Great Call. It was sent "CERTIFIED MAIL", so that I would have evidence of when it was delivered and who signed for it. I had not received any pre-paid shipping label, nor have I received any today. The charge for shipping was $23.05, which I paid at the post office
I do not trust the company to make good the offer to pre-pay the shipping, which is why I paid it. Also, they are still trying to collect $"restocking fee" for the phone (which THEY couldn't get to work). My opinion continues to be that they CERTAINLY were aware of a problem with the phone BEFORE THEY SENT IT TO ME.
I am asking for a total amount of the cost of the phone, $for me shipping the phone back, and WAIVING the $restocking (which, by the way, no other phone company does--at least none I have dealt with)
Additionally, they are not crediting my account for days. It didn't take days to process my credit card to get my money from me. This amount of time IS NOT ACCEPTABLE
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 complaintWe have received a notice that Ms*** does not accept our response, however, no additional comments or information was submittedAs such, our position regarding this matter remains unchangedShould Ms*** have any further concerns, we encourage her to follow up with our Customer Service at 1-800-733-between 5:00am and 9:00pm pacific time We 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*** *** *** reported a problem being
encountered with the charging of a Jitterbug Flip cell phone
We appreciate the opportunity to respond to *** *** complaint and have completed a review of her GreatCall accountOur records indicate that *** *** added a Jitterbug Flip cell phone to her existing account on 3/31/and on 5/10/2016, *** *** reported a problem with the charging of her Jitterbug Flip phone
GreatCall wishes to remind *** *** that several factors including usage and cell tower proximity can contribute to battery usageWe see that between 4/5/and 5/4/the Jittrebug Flip was used for over minutes and that between 5/5/and 5/27/over minutes have been usedSuch usage can certainly contribute to a battery charge lifeUnder ideal conditions the Jitterbug Flip has a day stand by time and a hour talk time
None the less, as a one-time courtesy, GreatCall will ship out a replacement phone at no charge*** *** should charge the phone for or more hours prior to powering the phone on or calling our Customer Service to disable the current phone for replacement with the new phone
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.arrogant customer service personnel 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*** *** requested his account to be cancelled and it was not. We appreciate the opportunity to
respond to Mr***’s complaint and have completed an audit of his GreatCall account. Our records show that on 1/7/2017, GreatCall received a request to port out the phone number on Mr***’s accountIn order to port out a phone number from one carrier to another carrier, the account must be open and the requesting carrier must provide, the Customer’s name, address, home phone number and pin or password as listed on the accountOn 1/12/2017, GreatCall rejected the port out request due to incorrect or incomplete information provided by the requesting carrierWe advised that once the correct information is received, we will complete the request.On 1/18/2017, GreatCall received an email from Mr*** requesting his pin or password and we responded with the information.On 1/23/2017, GreatCall received a mailed request to cancel the accountDue to the pending port out of Mr***’s phone number, the account remained open. On 2/21/2017, due to the Revdex.com complaint received, GreatCall has cancelled Mr***’s account and removed the balance of $The account is at zero and Mr*** will receive a final bill after the next cycle date of 3/10/as confirmation. We apologize for any inconvenience this situation may have caused.Best Regards
Re: *** ***_ Account ***_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 complaint*** *** *** is seeking a refund
We
appreciate the opportunity to respond to *** *** complaint and have completed a review of her GreatCall account.
Our records show that *** *** account was established on 5/14/with the direct purchase of a Jitterbug Flip cell phone.
Our records show that GreatCall did receive *** *** phone on 6/23/at our distribution center and it was evaluated and deemed “C” stock condition, there were scratches on the screen making it less than like new The phone was forwarded to our shipping and receiving department for a second evaluation and received on 7/27/
After evaluation it was again deemed “C” stock, deep scratches on the screen and on 7/28/we returned the phone to *** ***.
GreatCall received the phone at our shipping and receiving department on 8/19/requesting a third evaluationThe phone was again deemed “C” stock and sent back to *** *** on 9/7/16.
Per GreatCalls Terms and Conditions, a phone can be return for refund within days of purchase and must be in “like new” conditionOn three different evaluations, *** *** phone was deemed “C” stock, with scratches on the screen and not in “like new” condition, therefore no refund is due.GreatCall’s 30-Day Return Policy can be reviewed in the Terms and Conditions section of the User Guide enclosed with the Jitterbug cell phone and on our website, ***
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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
My *** *** has not been credited, thank you for your help
*** *** *** *** *** *** * ***
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 requested
cancellation of the GreatCall cell phone account due to overage charges that resulted from exceeding the allowed usage limits of the monthly service rate plan selected
Our records show that *** *** established his account on 7/2/with the activation of a retail purchased Jitterbug Touchsmartphone on our websiteAt the time the account was established, *** *** selected our Unlimited Talk and Text plan, which includes Megabytes of free data for $plus tax monthly
Our records show that in the billing period between 8/3/and 9/2/2016, *** *** used in excess of megabytes of dataAs a result, *** *** incurred data overage charges of $The overage charges were added to his September bill, bringing the total to $The charges were collected by automatic payment on 9/6/from a *** card ending in *** as provided by *** ***
On 9/7/2016, *** *** placed a call to our Customer Service to question the charges collected from his *** card on fileOur Customer Service explained to *** *** that he had exceeded the allowed data limit for his service plan and processed an upgrade to the plan to effect with the October billingAs a courtesy, a discount towards the October bill was applied
Per *** ***’ request, we have scheduled the cancellation of his account for the end of the current billing period on 10/2/The phone and data service will be available for use until this date and additional charges may be incurred if the service plan limits are exceeded prior to closing of the account
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 reported that she was charged a $returned check fee on
a check that was not returned
We appreciate the opportunity to respond to *** *** complaint and have completed an audit of her GreatCall account
Our records show that on 5/16/GreatCall received a notice of a returned check for insufficient funds and as a courtesy a notice of the returned checked was sent to the billing address on file. On 5/27/16, *** *** placed a call to our Customer Service Department to question the returned check feeAt that time our Customer Service Representative advised *** *** that our records indicated that her check was returnedAt the time of this call, *** *** account balance was $Such balance represents the April billing of $57.36, the return check fee of $and the May billing of $57.36.
Later on 5/27/16, *** *** was connected with our Financial Services, who confirmed that our records indicated that her check was returned for insufficient funds*** *** again contacted our Financial Services with a bank representative conferenced in and her bank representative confirmed that her check was not processedAt that time our Financial Services representative applied a credit of $for the returned check fee and processed a payment for $using a *** *** ending in ***Such payment consisted of the April and May billing described above
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*** *** *** is requesting a call for
assistance with his Splash device
We appreciate the opportunity to respond to *** *** ***’s complaint and have completed an audit of his GreatCall account
Our records show that *** *** established his account on 11/7/with the direct purchase of a GreatCall Splash device with the basic Health & Safety planGreatCall received an automated test call indicating that the device was successfully activated on 11/10/2015.
We show that *** *** has called on four separate occasions to report issues with his Splash deviceOn each call our agents performed basic troubleshooting and the issue was resolved or a replacement was sentSince establishing his account, *** *** has moved twice, once to an island and lastly to a different state
On 10/6/GreatCall placed an outbound call to *** *** to trouble shoot his deviceWe determined that *** *** is only charging his device on average hours a dayGreatCall recommends the device be charged at least 2-hours daily, depending on the coverage in the customer’s areaThe Splash device cannot be over chargedService is based on the coverage in each person’s area and although our carry partners may show that someone is in a good coverage area, like *** ***, things such as weather, water, topography and other environmental considerations associated with radio technology also affect service and service may vary significantly
We have requested that *** *** try charging for 2-hours each day to see if the device will maintain a longer charge and have set up a call back on 10/13/to check his deviceWe will continue to work with *** *** to resolve his issues
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, this letter is submitted in response to the above-referenced complaint*** *** has expressed her dissatisfaction with GreatCall’s rate plan
change policy
We appreciate the opportunity to respond to respond to the above referenced complaint and have completed a review of the GreatCall account
Because GreatCall is a month to month service with no contracts, we allow our customers to process a change in their monthly service rate plan once per monthWhile we allow this change, we do not prorate monthly billing and the new rate is made effective immediately to prevent incorrect billing on the following bill cycleOur records show that *** *** is still subscribed to the Ultimate Health and Safety package as she elected to end her call to our Customer Service prior to our representative being able to complete the requested change in the monthly service plan
We kindly ask that *** *** contact our Customer Service at *** to process the desired change in serviceWe are available every day between 5am and 9pm pacific timeAs a one-time courtesy, we will issue a service credit for the difference in the rate plansThis credit will be applied towards the next monthly service charge and will be deducted from the new rate selected*** *** can have our representative reference this response, which will be posted to the GreatCall account, for authorization to apply the credit
We apologize for any inconvenience this situation may have caused
Best Regards
Re: [redacted] Account [redacted] File [redacted]To Whom It May Concern:On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. Ms. [redacted] has an issue with billing.We appreciate the...
opportunity to respond to Ms. Ms. [redacted]’ complaint and have completed an audit of her GreatCall account. On 4/18/17, Ms. [redacted]’ account was established with the activation of a retail purchased Jitterbug Smart phone. Ms. [redacted] paid $64.24 for the $35.00 activation fee and $19.99 for a case for the phone, plus applicable with a [redacted] ending in 1217.On 5/5/2017, Ms. [redacted] called regarding her account, she wanted to know the phone number of the phone, to give her parents information for the 5Star service and to set up automatic payments. We provided the phone number, explained that she needed to register at mygreatcall.com to set up the profile, added her Visa ending in [redacted], for recurring billing, advised of the bill cycle date and processed a one-time payment of $40.75 for the current amount that was due.On 5/12/17, the [redacted] ending in 1217 was added online and set up for recurring billing.GreatCall received a charge back from [redacted] in the amount of $64.24 and these funds were immediately returned to Ms. [redacted]. Since Ms. [redacted] had not call GreatCall to cancel the account and this was a valid charge, on 5/18/17, the amount was added to the account. On 5/20/17, the monthly service invoice generated for $40.86, combined with $64.24, the total due was $105.10 and the automatic payment for this invoice processed on 5/22/17.The next two months of service for $40.75 and $40.71, generated and both payments processed to the credit card on file. GreatCall received two charge backs from [redacted], $40.75 and $40.71 and the funds were immediately returned to Ms. [redacted]. These charges were for service from 5/20/17-6/20/17 and 6/20/17-7/20/17 and were added to the account as an amount due to GreatCall. On 8/23/17, GreatCall sent an email to the address on file that the most recent payment had not processed. We received a response email from Ms. [redacted] stating that she had repeatedly advised GreatCall that she doesn’t want the service and to stop billing her. On 8/24/17, we attempted to reach Ms. [redacted] via the phone number on file, but were not able to connect with her and sent a reply that do to privacy and security, she needed to call Customer Service to cancel the account. On 9/17 and 9/21/2017, GreatCall sent two automated account notifications to Ms. [redacted] and on both attempts, the calls were disconnected. On 9/25/17, Ms. [redacted] called GreatCall Financial Service, however, we were experiencing a system error that affect our telephones and her call was dropped. Per GreatCall’s Customer Agreement, as stated in the user guide packaged with the phone and which can be found at https://www.greatcall.com/legal/terms-of-use, If for any reason you are not completely satisfied with your service and you wish to cancel, you’ll be able to do so, to cancel your service, please contact our Customer Service Department at 1-800-733-6632 between 6 am – 7 pm PST, Mon – Sat.The only record that GreatCall has received to cancel the account was the email received on 8/23/17. We have canceled the account and removed the current balance as we show there has been no usage. GreatCall does not report to any credit reporting agency.We apologize for any inconvenience this situation may have caused.Best Regards.
I filed a dispute with [redacted] and they gave me a conditional credit of $179.85. [redacted] must be working with Great Call to solve this problem. Great Call did call me on 8 December to tell me they would be giving me a credit in the next 3 to 5 business days (13-15 Dec). They did not specify the exact amount that would be refunded. They also are sending a prepaid envelope to return the second refurbished phone. When the credit is returned to me , I will return the phone. I will also notify [redacted] and the Revdex.com of the results. I do not believe Great Call gave you all the facts concerning this problem. If you and [redacted] had not got involved I don't think Great Call would have pursued anything. Thank you for your help in this matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,[redacted]
The...
response by Great Call is a bunch of bunk. I signed up with a plan over the phone and never got anything in writing until I received a bill at the end of the month. Two days before the end of the billing period I received a call from Great Call saying I had gone over my data plan and they were going to charge me $127. I was upset and they said they would give me a $20 credit and asked me if I wanted to upgrade to another data plan for an additional $30 a month. I resolved at that time that Great Call was not going to work for me. I hung up and looked at the data usage on my phone and it indicated I was not above my data allowed and had an aide (I am disabled) take a picture of the data on my phone. She agreed I had not gone over. I then contacted [redacted], my old company), to switch me back. I then got a call from Great Call asking me if I wanted to upgrade my plan and I said "no" and had no further verbal contact with them. At no time did they say they would withdraw the overage charges.
To Whom It May Concern:On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. Ms. [redacted] was dissatisfied with GreatCall’s 30-day return policy.We appreciate the opportunity to respond to...
Ms. [redacted]’ complaint and have completed an audit of her GreatCall account. A review shows that on 6/3/2016, we advised Ms. [redacted] that she would receive a full credit of her purchase. However, the balance was not removed at that time and continued to carry forward. We have credited the payment of $20.00 received on 2/13/17, back to the [redacted] ending in 0351 and removed the balance from the account. The credit should post within in 3-5 business days, depending on the credit card company.We apologize for any inconvenience this situation may have caused.Best Regards.
Re: [redacted]
To Whom It May Concern:
On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. [redacted] has requested...
a refund for a phone and two months of service.
We appreciate the opportunity to respond to this complaint and have completed a review of the GreatCall account for [redacted].
Our records show that on 6/3/2016 [redacted] called our customer service to pay for her service and order a new phone. Our agent processed a payment of $77.40 for service from 5/10/16 -6/9/16 and an order for a Jitterbug Flip for $79.99 with free shipping plus applicable taxes, with [redacted] ending in [redacted] and the account was at a zero balance.
On 6/10/2016 the monthly service fee of $75.65 generated to the account.
On 6/27/2016 [redacted] contacted our customer service and stated she did not like the Flip phone and wants to return to a Jitterbug 5, we started an order but it could not be completed, [redacted] did not have the funds and the order was placed on hold. On 7/2/16 [redacted] call to complete the order. We processed the order for a Jitterbug 5 with [redacted] card end [redacted]. The agent applied a courtesy credit of $10.00 to the account. The agent ordered a shipping label to be sent but it was denied and not sent.
On 7/10/2016 the monthly service fee of $77.42 generated to the account and added with the outstanding balance of $75.65, the current amount due was $143.07.
On 7/15/16 the current balance due on [redacted]’s account was $143.07. We have reviewed the audio recording of the outbound call placed by our Financial Services department on 7/15/2016 to [redacted] to discuss payment. [redacted] stated that she always pays her bill on the 3rd of the month.
Our agent let her know that she has not made a payment for her monthly service fee since June 3rd. However, on 7/2/16 she did purchase a phone. She stated she returned her phone and has not got the refund. The representative reviewed the 30day return policy with her and that the service fee is separate from that and still needs to be paid as she is using her phone. She stated she cannot make a payment until 8/3/16. Our agent offer to set up the payment for her and she agreed. The agent verified the [redacted] card ending [redacted], the address associated with the card, stated the amount of $143.07 and she agreed to the payment.
The agent explained that she will not have to call in to make her payment that it will process 8/3/2016 in the amount of $143.07 and asked if she understood, [redacted] replied yes.
Between 7/26/16 and 8/1/16 [redacted] called to inquire about her refund. Each time we let her know that we had not yet received the phone. On 8/2/2016 [redacted] called again to see if we had received her phone. She stated that she sent the phone back with a label that we sent her in July. Our agent explained that we have not received the phone and did not have a record of a label being sent. But that we would inquire with our shipping and receiving department to be sure. She then called two more times the same day.
On 8/3/2016 the pre-authorized payment of $143.07 processed to the [redacted] card ending [redacted].
On 8/4/2016 [redacted] called to inquiry about the payment that processed. We have reviewed the audio recording of the call and [redacted] stated that she had not given permission for payment. Furthermore she states that she refused to pay her bill this month until we refund her money. She then states that she paid for the J5 and what she didn’t know, was that last month she had not paid for the usage. She additionally states that she spoke with her bank account and if there is no resolution today there will be a dispute filed. Our representative explained the call on 7/15/2016 where she approved the payment.
GreatCall has not yet received the phone. As a courtesy we have credited $85.54 to the [redacted] card ending [redacted] for the purchase price for the Jitterbug Flip and it should post to the account in 3-5 business days.
In regards to the pre-approved payment of $143.07, this was a valid charge for service and no credit is due. If the charge were to be disputed, GreatCall would consider this amount to be due.
We apologize for any inconvenience this situation may have caused
Best Regards.
Re: [redacted] Account [redacted] File [redacted]To Whom It May Concern:On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. Ms. [redacted] has added additional comments.We appreciate the opportunity to respond to Ms. [redacted] comments.GreatCalls records show that on the Red Flip phone, number [redacted], 39 minutes were used prior to the port in of the number and 240 minutes were used after, indicating the phone was working properly. On the Graphite Flip phone, number [redacted], 137 minutes were used prior to the port in of the number and 2 minutes were used after the port in of the number, indicating an issue with this phone. GreatCall, sent a warranty replacement phone to correct the issue, however, Ms. [redacted], decided to cancel the account prior to receiving the replacement phone and as such the account was disconnected under the 30-day return policy. As previously stated, per GreatCall’s 30-day return policy, packaged with the phones and which can be viewed at our web page, www.greatcall.com <http://www.greatcall.com>, the phones can be returned within 30-days for a refund of the purchase price, less the non-refundable shipping fee, the $10.00 restocking fee (per phone) and applicable taxes. Furthermore, the monthly service fee will also be refunded if less than 30 minutes has been used. Due to the usage of 418 minutes, the monthly service fee is not refundable, the shipping fee is non-refundable and only one restocking fee was charged. As stated to Ms. [redacted] when she cancelled the account, the refund will process within 21 business days from return receipt of the phone. The original phones were received at GreatCall on 3/23/17 and the initial credit posted to the credit card on 3/29/17, four business days after receipt. The warranty replacement phone was received at GreatCall on 3/30/17 and the final credit was applied to the credit card on 4/17/17, the 12th business day after receipt and the 21st day since the cancellation of the account. No further refund is due.We apologize for any inconvenience this situation may have caused.Best Regards.
RE: [redacted]
To Whom It May Concern:
On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint. [redacted] has supplied additional comments regarding his complaint.
While we understand that [redacted] is concerned with having received an indication of high call volume during his attempt to test the service, we wish to advise him that calls to our 5Star emergency response center are typically answered within 10 to 15 seconds and no recording is played. Our 5Star emergency response agents are certified by the National Academy of Emergency Dispatchers and are obligated to follow the established 911 process for the emergency being reported. In cases of high call volume, where an agent is not immediately available, a recording will play to advise the customer of the delay and these calls are typically answered within 60 seconds.
We regret that [redacted] was not satisfied with the results of his test call attempted on 6/14/2016; however, we are unable to grant his request for a refund as he is outside of our 30 day return period.
We apologize for any inconvenience this situation may have caused.
Best Regards.
Re: [redacted]_ Account Information Not Provided_ File [redacted]
To Whom It May Concern:
On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint. [redacted] has reported that she was not provided...
with the double minutes promotional offer and a 25% merchandise discount as advertised by GreatCall when setting up phone service for her mother.
We appreciate the opportunity to respond to Ms. [redacted] comments and concerns.
GreatCall wishes to advise [redacted] that no promotional code was necessary to process the 25% discount when ordering online and that the discount would be automatically applied and reflected on the check-out screen prior to being charged for the order. The advertisements that reference the double minute promotion highlight our most popular plan, the $19.99 minutes only plan.
This plan originally consisted of only 200 airtime minutes, but was increased to 400 minutes and then additionally to 600 minutes, which actually represents triple the minutes of the original plan. We regret that [redacted] may have interpreted the advertisement to mean that the double minutes would apply to the 400 minutes and not the 200 minutes that the plan previously consisted of.
We apologize for any inconvenience this situation may have caused.
Best Regards.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,[redacted]
Greatcall is not telling the truth. I specifically told the gentleman I ordered the cell phone from that I would only order the phone if I could continue to use my cell phone number I now have with [redacted]. He said WHEN I AM READY TO ACTIVATE THE PHONE, I should call Greatcall and then tell them I wanted to activate the cell phone with the cell number I had given to the gentleman when I ordered the cell phone. I called them to complain because I had not authorized them to activate the cell phone and certainly not to a number I did not know, so I was upset I was being charged. The gentleman I ordered from said he would make sure that was put in his notes, that I would only order the phone if I received the same cell number I had for 30 years and that I would only permit him to charge the original price, not automatically charge my credit account every month. I never have ever allowed any company to automatically charge anything to my charge account. I always ask for a monthly bill, then I determine whether I want to pay by check (which I almost always do) or let them charge my account. I have also checked all their advertisements and correspondence from their web site and no where does it say anything about returning the phone after 30 days causes the customer to lose their refund. When I ordered the phone, I was told I could cancel any time, never once was a 30 day time limit mentioned. I was charged a total of $ 263.46 to my account and that is what I want refunded. Just because I am a senior, Greatcall thinks it can take advantage of me and tell lies and change the facts.