Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Re: [redacted]_ Account [redacted] Complaint # [redacted] To Whom It May Concern: On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. We appreciate the opportunity to...
respond to Ms. [redacted]’s complaint and have completed a review of her GreatCall account. Our records show that Ms. [redacted] established her GreatCall account on April 2, 2017, with the direct purchase of a Lively Mobile device. On May 30, 2017, GreatCall received the order returned by mail and Ms. [redacted]’s account was closed. Subsequently, on June 9, 2017, credit card chargebacks for the initial order and first month of service were received. Because Ms. [redacted] did not contact our Customer Service by phone within the first thirty days to cancel service and obtain a Return Authorization Number as outlined in the Terms and Conditions packaged with the device, the chargebacks caused her to be rebilled for the Service Activation Fee, Shipping Charges and applicable taxes from the initial order and for the first monthly billing charges. Nonetheless, as a one-time courtesy, the billed balance has been waived and any notice printed prior to this update can be disregarded. Ms. [redacted] is reminded of the importance of notifying a business prior to returning items to end 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 [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] My phone would not hold a charge- (phone shutting off and going dead constantly).. I tried numerous times to contact greatcall for a new phone. I was NEVER able to speak with a live person (recorded message busy call back at a later time). All while being charged for a replace plan. I only wanted what I paid for!.. very little minutes of use( hence phone not operating properly).
[redacted] To Whom It May Concern: On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. We appreciate the opportunity to respond to Mr. [redacted]’s complaint and have completed a review of his GreatCall account. Or records indicate that Mr. [redacted] established service on October 13, 2008. Recently, on July 24, 2017, Mr. [redacted] contacted our Customer Service by phone to change his monthly service rate plan. The change was confirmed by email on July 26, 2017. Should Mr. [redacted] have future need to change his monthly service rate plan he should contact our Customer Service at 1-800-733-6632, between 6am and 7pm pacific time, Monday through Saturday. All calls are answered in the order that they are received. Additionally, Mr. [redacted] can submit requests for changes in his service to us by email at [email protected]. Email correspondence is typically responded to within two business days. 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 requested cancellation of [redacted] GreatCall...
account.
We appreciate the opportunity to respond to [redacted] complaint and have completed a review of [redacted] GreatCall account.
Our records show that on 5/10/2016 [redacted] placed a call to our Customer Service to report that the account has not been closed as previously requested. In speaking with our Customer Service representative, [redacted] stated that she mailed a written request for cancellation to our payment processing center in [redacted] but regretfully overlooked the correct address for written correspondence to our Customer Service as printed on page 2 of the monthly service statement under the “More Information” section of the bill.
This call to our Customer Service is considered to be the first true and correct request for cancellation of [redacted] account. Unfortunately, during the course of this conversation, our Customer Service representative failed to process the cancellation of the account as requested by [redacted].
On 6/7/2016, [redacted] reported to our Customer Service that [redacted] account had not been closed as requested on 5/10/2016. At that time, our Customer Service closed the account and issued a credit to the bill to remove the charges generated after the first true and correct request for cancellation on 5/10/2016. The closing balance on the account is $29.98. Such closing balance consists only of the monthly service charges generated prior to the first true and correct request for cancellation received on 5/10/2016.
The closing balance is considered to be due and payable; payment can be remitted to the below address and the customer is reminded to include their GreatCall account number, [redacted], in the memo section of their check or money order.
GreatCall Payments
P.O. Box 650870
Dallas, TX. 75265
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.This again is a standard template answer, I want the refund issued for poor service, false advertising and poor customer service, also I want a written apology from the Manager of customer service for the customer service agent that was laughing at me on the phone and got caught when her headset was off of mute by accident I'm sure.
I also want a detailed letter explaining how they are going to correct the 5000 plus complaints they have registered and the organization they are stating they are certified by, is a private organization and is not certified by the NFPA.
Thank you for your time.
[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have asked for the email address of their CEO, which was not provided.
I have asked for an adjustment to the final bill, which was not provided. Sending me to their "customer service" does not qualify as a resolution.
They state they were unable to find account information. Account name: [redacted]; account phone number: [redacted]
Regards,[redacted]
Re: [redacted] Account [redacted] File [redacted] To Whom It May Concern: On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. Mr. [redacted] is seeking a refund. We...
appreciate the opportunity to respond to Mr. [redacted]’s complaint and have completed an audit of his GreatCall account. Our records show that Mr. [redacted] established his account with the online purchase of a Jitterbug Flip cell phone on 10/25/2017. The phone was activated and first used on 11/2/2017. Mr. [redacted] called on 10/26/2017 to make a change to his rate plan, he wanted to add a Health & Safety plan and the change was made. Mr. [redacted] called on 11/7/2017 to cancel his account, he stated that he did not like the phone. GreatCall offered to extend 30-day return window, but Mr. [redacted] declined. The account was closed and the return information was given. Per GreatCall’s 30-day return policy, as found in the user guide packaged with the phone and which can be viewed at our web page, www.greatcall.com/legal/guarantee, once the phone is received by GreatCall in “like new” condition, any refund due, will be processed within 21 business days. GreatCall received Mr. [redacted]’s returned phone on 11/17/2017 and any refund due to Mr. [redacted], will be returned to the [redacted] ending in [redacted], on or before 12/19/2017. We apologize for any inconvenience this situation may have caused. Best Regards.
To Whom It May Concern: On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint. Mr. [redacted] has responded to indicate that he is not satisfied with our previous response and that he disagrees with the Terms and Conditions to which he agreed to be bound to by activating and using his GreatCall service. Because GreatCall cannot refund a partial charge and becuase Mr. [redacted] continues to register complaints through multiple channels; we have refunded the monthly service charge of $52.28 originally collected on 7/21/2015 in full. The refund was issued on 10/7/2015 to the credit/debit card used to process the payment. Mr. [redacted] should be advised that the refund will take 3-5 business days to post his account. We apologize for any inconvenience this situation may have caused and consider this matter resolved unless the Revdex.com has any further questions or requires additional information. If you have any further questions, please contact me.Best Regards.
Re: [redacted]
To Whom It May Concern:
On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. [redacted] has submitted a complaint...
related to a refund request that has been denied. [redacted] further asserts that GreatCall was not to initiate her service until such time as specified by [redacted].
We appreciate the opportunity to respond to [redacted]’s complaint and have completed an audit of her GreatCall account.
Our records indicate that [redacted]’s account was established on 11/18/2015, with the direct phone order of a GreatCall Splash medial alert response device. In reviewing the audio recording of [redacted]’s call to place her order; we can confirm that [redacted] did not specify or request any particular date for the connection of services. We can also confirm that our representative correctly advised [redacted] that the service would be ready for use upon delivery of the device and that [redacted] was correctly advised that she could review her monthly billing charges and confirm her monthly bill cycle date by creating and accessing her account online through our customer account portal website, [redacted]
As outlined in our Terms and Conditions that are enclosed with the Splash device, GreatCall will refund orders when notified of a customer’s intention to cancel service within the first 30 days. Additionally, we see that [redacted] mailed our Customer Service a letter to indicate her intent to return the device. This letter was reviewed on 3/12/2016 and a Customer Service representative attempted to contact [redacted] by phone at the contact number provided at the time of the order, but was unable to reach her. [redacted] was not given authorization to return her device to GreatCall, but none the less, elected to mail the device back to GreatCall.
The return package was received on 3/21/2016. On 3/30/2016, GreatCall placed a call to [redacted] and advised her that we cannot accept the return. Additionally, [redacted] was asked if we should mail the device back to her or send it for recycling. [redacted] elected to end the call without providing any instruction and so the device was sent for recycling.
GreatCall regrets that we are unable to process the requested refund due to the time that lapsed between the initial ordering and establishment of the service and [redacted]’s request for cancellation and refunding.
We apologize for any inconvenience this situation may have caused.
Best Regards.
[redacted] [redacted]To Whom It May Concern:On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. [redacted] has submitted a complaint...
regarding the return of the phone and a refund.
Our records show that [redacted] established her service on 8/28/16 with the direct purchase of a Jitterbug Flip phone. The first bill generated on 9/3/16 to cover service from 9/3/16 through 10/2/16 and the auto payment processed on 9/6/16. The phone was activated on 9/16/16, a transfer in of the customer’s number completes and from this date to the end of the cycle, 10/2/16, 434 minutes are used. On 10/3/16, the second monthly service fee generates for $39.28 and an auto payment processed for the same amount. This same day, [redacted] calls regarding usage, she states that she was told the billing would not start until the phone was activated. Although 434 minutes had been used, GreatCall credits the account $38.48 for the first month’s service.
On 10/22/16, GreatCall sends a usage notification to the phone that 1139 of the 1366 minutes available have been used.
On 11/3/16, the third invoice generates for $62.07, the monthly service fee and overage the fee of $20.18 plus applicable taxes. Although there is a credit on the account at this time, the system processes a payment for the full amount of $62.07.
On 11/7/16, [redacted] calls customer service to cancel the account. She states that she is dissatisfied with the hold time to speak with customer service, that she has been removing and replacing the battery multiple times a day to get the phone to respond and she is not getting usage notifications. She did not have the phone for trouble shooting and stated she wishes to return the phone. [redacted] is advised that she is beyond the 30-day return policy, and when she requests that we refund the last month of service, our agent informs her that 1418 minutes were used. The account is not cancelled as she wants to transfer the number out. Later this same day the number is ported out.
A credit of $38.48 has been processed to the [redacted] card ending in [redacted] for the initial service fee credit and should post within 3-5 business days.
GreatCall's 30-day return policy, as stated in the Terms and Conditions, found in the User Guide that is packaged with the phone, states, for a refund the phone must be returned within 30 days. [redacted] was outside of the 30 days and therefore no refund is due.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 [redacted] and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
[redacted] To Whom It May Concern: On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. [redacted] has submitted a complaint...
on behalf of GreatCall subscriber [redacted] We appreciate the opportunity to respond to this complaint and have completed a review of the GreatCall account being referenced. Our records show that on January 14, 2017, [redacted] contacted our Customer Service to report that a replacement phone was needed because the new Jitterbug Flip phone would not hold a charge for a satisfactory time period. On January 22, 2017, a second replacement phone was ordered because of a failed activation attempt related to a weak signal in the service area where the phone was trying to be programmed. On March 2, 2017, a replacement phone was ordered because of a report that the phone was not working properly. During the conversation on March 2, 2017, [redacted] was assured that a new phone would be issued if there was any problem with the activation or use of the most current replacement. All GreatCall Warranty replacement phones are pre-tested and determined to be in like-new condition prior to being issued. Additionally, the warranty period is either a) the remaining warranty period from the original phone or b) 90 days, whichever is greater. As discussed during the conversation on March 2, 2017, [redacted] should follow up with our Customer Service if any issue is encountered so that a new phone can be shipped. We apologize for any inconvenience this situation may have caused. Best Regards.
Re: [redacted]_ Account [redacted]_Revdex.com Complaint # [redacted] To Whom It May Concern: On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. All GreatCall representatives are required to set the proper expectations regarding any company policy and we apologize for any miscommunication or misunderstanding on either party’s side at the time of the initial order. As a one-time courtesy, we will refund the shipping and restocking fees to the Visa card ending [redacted].We apologize for any inconvenience this situation may have caused.Best Regards.
[redacted]To Whom It May Concern:On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. Mr. [redacted] is seeking a refund.We appreciate the opportunity...
to respond to Mr. [redacted]’s complaint and have completed an audit of his GreatCall account. Mr. [redacted]’s account was established on 9/27/2017, with the activation of a retail purchased Jitterbug Smart cell phone. Mr. [redacted] additionally requested to have his phone number ported in from a previous carrier. We collected the information and submitted the request.GreatCall attempted to contact Mr. [redacted] on 9/29/2017, regarding the port in of his number, the password provided was incorrect. A message was left to contact us with the correct information.On 10/2/2017, GreatCall received a request to cancel the port in of Mr. [redacted]’s number and the port in was cancelled. Ms. Jean [redacted] called to cancel the service for Mr. [redacted] on 10/18/2017. She stated that Mr. [redacted] did not like the phone and it wasn’t as easy to use as expected. We determined that Mr. [redacted] was not utilizing the easy to use GreatCall Home screen and offered to set that up and extend the 30-day return period to 60 days. Ms. [redacted] declined this offer, stating that they had already replaced the phone. We advised to contact the retail store for a refund of the phone, that the account would be cancelled and that we would process a refund under the 30-day return policy.On 11/20/2017, Mr. [redacted] called to check the status of his refund. A review of this call shows that our agent advised that the activation fee would be refunded. A refund has been processed for $26.89, the $35.00 activation fee, less the $10.00 restocking fee, per the 30-day return policy. Per GreatCall’s 30-day return policy, the Activation fee and the first month service fee will be refunded, less the $10.00 restocking fee, if less than 30 minutes has been used. Our records show that 175 minutes were used. We apologize for any inconvenience this situation may have caused.Best Regards.
Re: [redacted]_ Account 2105706_ 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] would like her account...
closed. We appreciate the opportunity to respond to Ms. [redacted]’ complaint and have completed an audit of her GreatCall account. On 7/31/2017, Ms. [redacted] called to cancel her GreatCall account. Our agent offered to assist with the use of her phone, but Ms. [redacted] declined. The disconnect order was processed and set to complete at the end of the current bill cycle, 8/19/2017. We advised Ms. [redacted] that per GreatCall’s cancellation policy, her phone will be available until the end of the current bill cycle and that if she goes over on her usage, she will be charged. Per GreatCall’s Customer Agreement, as found in the user guide, packaged with the phone and which can be found at our webpage, https://www.greatcall.com/legal/customer-agreement, If for any reason, you are not completely satisfied with your service and you wish to cancel, you’ll be able to do so. If you wish to cancel your service before the end of a given month, you’ll be responsible for any account charges and overages through the date of your final bill.Since Ms. [redacted]’ states that she is not using her phone, we have disconnected the account as of today, 8/4/2017 and the current balance is zero.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.
When the phone was terminated, I checked the phone to see how many minutes had been used. That total on the phone was 23 minutes, not what was reported on aGreatcall's response. All of the items which I received were packaged in the original box and returned to 2000 USG Drive, Libertyville, Ill 60048 and they signed for it on Dec. 10, 2016 at 11:09 a.m. The phone was not damaged in any way so I do not know what the problem was. I had the phone for a little over two weeks. I do not accept your response regarding the minutes used and its condition. I will also be contacting Legion magazine about this ad that they ran for this rip off. I am 80 years old and I do not appreciate the way in which this manner was treated. I am on a fixed income and the $158.54 that was debited from my account immediately would certainly be appreciated back in my account. I will eat the $9.75 charge for returning the phone, and your $10.00 processing fee and therefore expect a refund of $148.54.
Regards,
[redacted]
Re: [redacted] Account [redacted]_Revdex.com Complaint # [redacted]
To Whom It May Concern:
On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint.
[redacted] has expressed dissatisfaction that Jitterbug...
OneTouch handsets are no longer supported by GreatCall for reactivation or swap. [redacted] also reports that after his phone was repaired his phone received software upgrades and no longer saves programmed numbers.
We appreciate the opportunity to respond to [redacted]’s complaint and have completed a review of his account. We have confirmed that [redacted] opened his account with GreatCall on 12/24/08 with the activation of his Jitterbug phone.
On 12/22/14 [redacted] contacted our Customer Service Department stating his existing OneTouch handset was not working and requested to swap it on his account with another Jitterbug OneTouch handset that he had purchased from the internet. [redacted] was informed by our agent that we cannot activate or swap OneTouch phones as they are no longer supported. The agent proceeded to inform [redacted] our current model phone offers speed dialing but [redacted] declined.
On 12/24/14 [redacted] contacted our Customer Service Department via phone and e-mail stating that his phone was repaired at a non-GreatCall repair shop but all of the saved contact numbers have disappeared and an update was received by the phone making the phone useless. Our agent attempted to assist with adding numbers to the handset but was unsuccessful. [redacted] then insisted on receiving a free phone. His request was then escalated to a Customer Service Supervisor.
On 12/25/14 and 12/30/14 our Customer Service Leadership team attempted to contact [redacted] and left messages asking him to call them back. During this time we also responded to the emails he sent to us.
On 12/29/14 [redacted] contacted our Customer Service department and was offered a discounted upgrade handset. [redacted] declined this offer and cancelled his GreatCall service.
We regret that [redacted] purchased a replacement phone from a 3rd party online vendor that is not supported for activation by GreatCall. GreatCall cannot guarantee that repairs made by a non-GreatCall repair center on any handset will still function properly on our network as changes to the proprietary operating system will cause incompatibility. GreatCall cannot send over the air updates to OneTouch phones as suggested by [redacted]. Any updates received by the OneTouch handset would have been installed manually by the 3rd party repair service that was enlisted by [redacted].
To prevent further escalation in this matter GreatCall would like to offer a free upgrade handset and restore service to his account. He can choose any color of the new Jitterbug5 handsets available. If [redacted] accepts this offer and contacts customer service at [redacted] on or before February 15, 2015 he can reactivate his account and retain his phone number. However if the offer is accepted after the aforementioned date he will be charged a new activation fee, $35.00 + applicable taxes, and a new phone number will have to be issued.
We apologize for any inconvenience this situation may have caused and consider this matter resolved unless the Revdex.com has any further questions or requires additional information. If you have any further questions, please contact me.
Best Regards.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint until the refund is received. My...
credit card account online has no credit showing as of 145pm July 8th. Once account has been adjusted I will accept. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
[redacted] [redacted]
To Whom It May Concern:
GreatCall Inc. has not approved the return of [redacted] device as she was outside of the 30-day return policy and therefore the address was not provided. GreatCall’s 30-Day return policy can be viewed at [redacted]
Best Regards.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Re: [redacted]_ Account [redacted] Complaint # [redacted] To Whom It May Concern: On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. We appreciate the opportunity to...
respond to Ms. [redacted]’s complaint and have completed a review of her GreatCall account. Our records show that Ms. [redacted] established her GreatCall account on April 2, 2017, with the direct purchase of a Lively Mobile device. On May 30, 2017, GreatCall received the order returned by mail and Ms. [redacted]’s account was closed. Subsequently, on June 9, 2017, credit card chargebacks for the initial order and first month of service were received. Because Ms. [redacted] did not contact our Customer Service by phone within the first thirty days to cancel service and obtain a Return Authorization Number as outlined in the Terms and Conditions packaged with the device, the chargebacks caused her to be rebilled for the Service Activation Fee, Shipping Charges and applicable taxes from the initial order and for the first monthly billing charges. Nonetheless, as a one-time courtesy, the billed balance has been waived and any notice printed prior to this update can be disregarded. Ms. [redacted] is reminded of the importance of notifying a business prior to returning items to end 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 [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] My phone would not hold a charge- (phone shutting off and going dead constantly).. I tried numerous times to contact greatcall for a new phone. I was NEVER able to speak with a live person (recorded message busy call back at a later time). All while being charged for a replace plan. I only wanted what I paid for!.. very little minutes of use( hence phone not operating properly).
[redacted] To Whom It May Concern: On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. We appreciate the opportunity to respond to Mr. [redacted]’s complaint and have completed a review of his GreatCall account. Or records indicate that Mr. [redacted] established service on October 13, 2008. Recently, on July 24, 2017, Mr. [redacted] contacted our Customer Service by phone to change his monthly service rate plan. The change was confirmed by email on July 26, 2017. Should Mr. [redacted] have future need to change his monthly service rate plan he should contact our Customer Service at 1-800-733-6632, between 6am and 7pm pacific time, Monday through Saturday. All calls are answered in the order that they are received. Additionally, Mr. [redacted] can submit requests for changes in his service to us by email at [email protected]. Email correspondence is typically responded to within two business days. 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 requested cancellation of [redacted] GreatCall...
account.
We appreciate the opportunity to respond to [redacted] complaint and have completed a review of [redacted] GreatCall account.
Our records show that on 5/10/2016 [redacted] placed a call to our Customer Service to report that the account has not been closed as previously requested. In speaking with our Customer Service representative, [redacted] stated that she mailed a written request for cancellation to our payment processing center in [redacted] but regretfully overlooked the correct address for written correspondence to our Customer Service as printed on page 2 of the monthly service statement under the “More Information” section of the bill.
This call to our Customer Service is considered to be the first true and correct request for cancellation of [redacted] account. Unfortunately, during the course of this conversation, our Customer Service representative failed to process the cancellation of the account as requested by [redacted].
On 6/7/2016, [redacted] reported to our Customer Service that [redacted] account had not been closed as requested on 5/10/2016. At that time, our Customer Service closed the account and issued a credit to the bill to remove the charges generated after the first true and correct request for cancellation on 5/10/2016. The closing balance on the account is $29.98. Such closing balance consists only of the monthly service charges generated prior to the first true and correct request for cancellation received on 5/10/2016.
The closing balance is considered to be due and payable; payment can be remitted to the below address and the customer is reminded to include their GreatCall account number, [redacted], in the memo section of their check or money order.
GreatCall Payments
P.O. Box 650870
Dallas, TX. 75265
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.This again is a standard template answer, I want the refund issued for poor service, false advertising and poor customer service, also I want a written apology from the Manager of customer service for the customer service agent that was laughing at me on the phone and got caught when her headset was off of mute by accident I'm sure.
I also want a detailed letter explaining how they are going to correct the 5000 plus complaints they have registered and the organization they are stating they are certified by, is a private organization and is not certified by the NFPA.
Thank you for your time.
[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have asked for the email address of their CEO, which was not provided.
I have asked for an adjustment to the final bill, which was not provided. Sending me to their "customer service" does not qualify as a resolution.
They state they were unable to find account information. Account name: [redacted]; account phone number: [redacted]
Regards,[redacted]
Re: [redacted] Account [redacted] File [redacted] To Whom It May Concern: On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. Mr. [redacted] is seeking a refund. We...
appreciate the opportunity to respond to Mr. [redacted]’s complaint and have completed an audit of his GreatCall account. Our records show that Mr. [redacted] established his account with the online purchase of a Jitterbug Flip cell phone on 10/25/2017. The phone was activated and first used on 11/2/2017. Mr. [redacted] called on 10/26/2017 to make a change to his rate plan, he wanted to add a Health & Safety plan and the change was made. Mr. [redacted] called on 11/7/2017 to cancel his account, he stated that he did not like the phone. GreatCall offered to extend 30-day return window, but Mr. [redacted] declined. The account was closed and the return information was given. Per GreatCall’s 30-day return policy, as found in the user guide packaged with the phone and which can be viewed at our web page, www.greatcall.com/legal/guarantee, once the phone is received by GreatCall in “like new” condition, any refund due, will be processed within 21 business days. GreatCall received Mr. [redacted]’s returned phone on 11/17/2017 and any refund due to Mr. [redacted], will be returned to the [redacted] ending in [redacted], on or before 12/19/2017. We apologize for any inconvenience this situation may have caused. Best Regards.
To Whom It May Concern: On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint. Mr. [redacted] has responded to indicate that he is not satisfied with our previous response and that he disagrees with the Terms and Conditions to which he agreed to be bound to by activating and using his GreatCall service. Because GreatCall cannot refund a partial charge and becuase Mr. [redacted] continues to register complaints through multiple channels; we have refunded the monthly service charge of $52.28 originally collected on 7/21/2015 in full. The refund was issued on 10/7/2015 to the credit/debit card used to process the payment. Mr. [redacted] should be advised that the refund will take 3-5 business days to post his account. We apologize for any inconvenience this situation may have caused and consider this matter resolved unless the Revdex.com has any further questions or requires additional information. If you have any further questions, please contact me.Best Regards.
Re: [redacted]
To Whom It May Concern:
On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. [redacted] has submitted a complaint...
related to a refund request that has been denied. [redacted] further asserts that GreatCall was not to initiate her service until such time as specified by [redacted].
We appreciate the opportunity to respond to [redacted]’s complaint and have completed an audit of her GreatCall account.
Our records indicate that [redacted]’s account was established on 11/18/2015, with the direct phone order of a GreatCall Splash medial alert response device. In reviewing the audio recording of [redacted]’s call to place her order; we can confirm that [redacted] did not specify or request any particular date for the connection of services. We can also confirm that our representative correctly advised [redacted] that the service would be ready for use upon delivery of the device and that [redacted] was correctly advised that she could review her monthly billing charges and confirm her monthly bill cycle date by creating and accessing her account online through our customer account portal website, [redacted]
As outlined in our Terms and Conditions that are enclosed with the Splash device, GreatCall will refund orders when notified of a customer’s intention to cancel service within the first 30 days. Additionally, we see that [redacted] mailed our Customer Service a letter to indicate her intent to return the device. This letter was reviewed on 3/12/2016 and a Customer Service representative attempted to contact [redacted] by phone at the contact number provided at the time of the order, but was unable to reach her. [redacted] was not given authorization to return her device to GreatCall, but none the less, elected to mail the device back to GreatCall.
The return package was received on 3/21/2016. On 3/30/2016, GreatCall placed a call to [redacted] and advised her that we cannot accept the return. Additionally, [redacted] was asked if we should mail the device back to her or send it for recycling. [redacted] elected to end the call without providing any instruction and so the device was sent for recycling.
GreatCall regrets that we are unable to process the requested refund due to the time that lapsed between the initial ordering and establishment of the service and [redacted]’s request for cancellation and refunding.
We apologize for any inconvenience this situation may have caused.
Best Regards.
[redacted] [redacted]To Whom It May Concern:On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. [redacted] has submitted a complaint...
regarding the return of the phone and a refund.
Our records show that [redacted] established her service on 8/28/16 with the direct purchase of a Jitterbug Flip phone. The first bill generated on 9/3/16 to cover service from 9/3/16 through 10/2/16 and the auto payment processed on 9/6/16. The phone was activated on 9/16/16, a transfer in of the customer’s number completes and from this date to the end of the cycle, 10/2/16, 434 minutes are used. On 10/3/16, the second monthly service fee generates for $39.28 and an auto payment processed for the same amount. This same day, [redacted] calls regarding usage, she states that she was told the billing would not start until the phone was activated. Although 434 minutes had been used, GreatCall credits the account $38.48 for the first month’s service.
On 10/22/16, GreatCall sends a usage notification to the phone that 1139 of the 1366 minutes available have been used.
On 11/3/16, the third invoice generates for $62.07, the monthly service fee and overage the fee of $20.18 plus applicable taxes. Although there is a credit on the account at this time, the system processes a payment for the full amount of $62.07.
On 11/7/16, [redacted] calls customer service to cancel the account. She states that she is dissatisfied with the hold time to speak with customer service, that she has been removing and replacing the battery multiple times a day to get the phone to respond and she is not getting usage notifications. She did not have the phone for trouble shooting and stated she wishes to return the phone. [redacted] is advised that she is beyond the 30-day return policy, and when she requests that we refund the last month of service, our agent informs her that 1418 minutes were used. The account is not cancelled as she wants to transfer the number out. Later this same day the number is ported out.
A credit of $38.48 has been processed to the [redacted] card ending in [redacted] for the initial service fee credit and should post within 3-5 business days.
GreatCall's 30-day return policy, as stated in the Terms and Conditions, found in the User Guide that is packaged with the phone, states, for a refund the phone must be returned within 30 days. [redacted] was outside of the 30 days and therefore no refund is due.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 [redacted] and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
[redacted] To Whom It May Concern: On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. [redacted] has submitted a complaint...
on behalf of GreatCall subscriber [redacted] We appreciate the opportunity to respond to this complaint and have completed a review of the GreatCall account being referenced. Our records show that on January 14, 2017, [redacted] contacted our Customer Service to report that a replacement phone was needed because the new Jitterbug Flip phone would not hold a charge for a satisfactory time period. On January 22, 2017, a second replacement phone was ordered because of a failed activation attempt related to a weak signal in the service area where the phone was trying to be programmed. On March 2, 2017, a replacement phone was ordered because of a report that the phone was not working properly. During the conversation on March 2, 2017, [redacted] was assured that a new phone would be issued if there was any problem with the activation or use of the most current replacement. All GreatCall Warranty replacement phones are pre-tested and determined to be in like-new condition prior to being issued. Additionally, the warranty period is either a) the remaining warranty period from the original phone or b) 90 days, whichever is greater. As discussed during the conversation on March 2, 2017, [redacted] should follow up with our Customer Service if any issue is encountered so that a new phone can be shipped. We apologize for any inconvenience this situation may have caused. Best Regards.
Re: [redacted]_ Account [redacted]_Revdex.com Complaint # [redacted] To Whom It May Concern: On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. All GreatCall representatives are required to set the proper expectations regarding any company policy and we apologize for any miscommunication or misunderstanding on either party’s side at the time of the initial order. As a one-time courtesy, we will refund the shipping and restocking fees to the Visa card ending [redacted].We apologize for any inconvenience this situation may have caused.Best Regards.
[redacted]To Whom It May Concern:On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. Mr. [redacted] is seeking a refund.We appreciate the opportunity...
to respond to Mr. [redacted]’s complaint and have completed an audit of his GreatCall account. Mr. [redacted]’s account was established on 9/27/2017, with the activation of a retail purchased Jitterbug Smart cell phone. Mr. [redacted] additionally requested to have his phone number ported in from a previous carrier. We collected the information and submitted the request.GreatCall attempted to contact Mr. [redacted] on 9/29/2017, regarding the port in of his number, the password provided was incorrect. A message was left to contact us with the correct information.On 10/2/2017, GreatCall received a request to cancel the port in of Mr. [redacted]’s number and the port in was cancelled. Ms. Jean [redacted] called to cancel the service for Mr. [redacted] on 10/18/2017. She stated that Mr. [redacted] did not like the phone and it wasn’t as easy to use as expected. We determined that Mr. [redacted] was not utilizing the easy to use GreatCall Home screen and offered to set that up and extend the 30-day return period to 60 days. Ms. [redacted] declined this offer, stating that they had already replaced the phone. We advised to contact the retail store for a refund of the phone, that the account would be cancelled and that we would process a refund under the 30-day return policy.On 11/20/2017, Mr. [redacted] called to check the status of his refund. A review of this call shows that our agent advised that the activation fee would be refunded. A refund has been processed for $26.89, the $35.00 activation fee, less the $10.00 restocking fee, per the 30-day return policy. Per GreatCall’s 30-day return policy, the Activation fee and the first month service fee will be refunded, less the $10.00 restocking fee, if less than 30 minutes has been used. Our records show that 175 minutes were used. We apologize for any inconvenience this situation may have caused.Best Regards.
Re: [redacted]_ Account 2105706_ 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] would like her account...
closed. We appreciate the opportunity to respond to Ms. [redacted]’ complaint and have completed an audit of her GreatCall account. On 7/31/2017, Ms. [redacted] called to cancel her GreatCall account. Our agent offered to assist with the use of her phone, but Ms. [redacted] declined. The disconnect order was processed and set to complete at the end of the current bill cycle, 8/19/2017. We advised Ms. [redacted] that per GreatCall’s cancellation policy, her phone will be available until the end of the current bill cycle and that if she goes over on her usage, she will be charged. Per GreatCall’s Customer Agreement, as found in the user guide, packaged with the phone and which can be found at our webpage, https://www.greatcall.com/legal/customer-agreement, If for any reason, you are not completely satisfied with your service and you wish to cancel, you’ll be able to do so. If you wish to cancel your service before the end of a given month, you’ll be responsible for any account charges and overages through the date of your final bill.Since Ms. [redacted]’ states that she is not using her phone, we have disconnected the account as of today, 8/4/2017 and the current balance is zero.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.
When the phone was terminated, I checked the phone to see how many minutes had been used. That total on the phone was 23 minutes, not what was reported on aGreatcall's response. All of the items which I received were packaged in the original box and returned to 2000 USG Drive, Libertyville, Ill 60048 and they signed for it on Dec. 10, 2016 at 11:09 a.m. The phone was not damaged in any way so I do not know what the problem was. I had the phone for a little over two weeks. I do not accept your response regarding the minutes used and its condition. I will also be contacting Legion magazine about this ad that they ran for this rip off. I am 80 years old and I do not appreciate the way in which this manner was treated. I am on a fixed income and the $158.54 that was debited from my account immediately would certainly be appreciated back in my account. I will eat the $9.75 charge for returning the phone, and your $10.00 processing fee and therefore expect a refund of $148.54.
Regards,
[redacted]
Re: [redacted] Account [redacted]_Revdex.com Complaint # [redacted]
To Whom It May Concern:
On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint.
[redacted] has expressed dissatisfaction that Jitterbug...
OneTouch handsets are no longer supported by GreatCall for reactivation or swap. [redacted] also reports that after his phone was repaired his phone received software upgrades and no longer saves programmed numbers.
We appreciate the opportunity to respond to [redacted]’s complaint and have completed a review of his account. We have confirmed that [redacted] opened his account with GreatCall on 12/24/08 with the activation of his Jitterbug phone.
On 12/22/14 [redacted] contacted our Customer Service Department stating his existing OneTouch handset was not working and requested to swap it on his account with another Jitterbug OneTouch handset that he had purchased from the internet. [redacted] was informed by our agent that we cannot activate or swap OneTouch phones as they are no longer supported. The agent proceeded to inform [redacted] our current model phone offers speed dialing but [redacted] declined.
On 12/24/14 [redacted] contacted our Customer Service Department via phone and e-mail stating that his phone was repaired at a non-GreatCall repair shop but all of the saved contact numbers have disappeared and an update was received by the phone making the phone useless. Our agent attempted to assist with adding numbers to the handset but was unsuccessful. [redacted] then insisted on receiving a free phone. His request was then escalated to a Customer Service Supervisor.
On 12/25/14 and 12/30/14 our Customer Service Leadership team attempted to contact [redacted] and left messages asking him to call them back. During this time we also responded to the emails he sent to us.
On 12/29/14 [redacted] contacted our Customer Service department and was offered a discounted upgrade handset. [redacted] declined this offer and cancelled his GreatCall service.
We regret that [redacted] purchased a replacement phone from a 3rd party online vendor that is not supported for activation by GreatCall. GreatCall cannot guarantee that repairs made by a non-GreatCall repair center on any handset will still function properly on our network as changes to the proprietary operating system will cause incompatibility. GreatCall cannot send over the air updates to OneTouch phones as suggested by [redacted]. Any updates received by the OneTouch handset would have been installed manually by the 3rd party repair service that was enlisted by [redacted].
To prevent further escalation in this matter GreatCall would like to offer a free upgrade handset and restore service to his account. He can choose any color of the new Jitterbug5 handsets available. If [redacted] accepts this offer and contacts customer service at [redacted] on or before February 15, 2015 he can reactivate his account and retain his phone number. However if the offer is accepted after the aforementioned date he will be charged a new activation fee, $35.00 + applicable taxes, and a new phone number will have to be issued.
We apologize for any inconvenience this situation may have caused and consider this matter resolved unless the Revdex.com has any further questions or requires additional information. If you have any further questions, please contact me.
Best Regards.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint until the refund is received. My...
credit card account online has no credit showing as of 145pm July 8th. Once account has been adjusted I will accept. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
[redacted] [redacted]
To Whom It May Concern:
GreatCall Inc. has not approved the return of [redacted] device as she was outside of the 30-day return policy and therefore the address was not provided. GreatCall’s 30-Day return policy can be viewed at [redacted]
Best Regards.