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]
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 full refund for her initial...
Jitterbug Flip cellphone order because she was unable to successfully complete the activation of the handset.
We appreciate the opportunity to respond to [redacted] complaint and have completed a review of her GreatCall account.
Our records show that [redacted] established her GreatCall account on 5/20/2016 with the direct purchase of a Jitterbug Flip cell phone. On 5/27/2016, [redacted] reported to our Customer Service that she was unable to complete the activation of the handset. At that time, [redacted] was connected with our Technical Support but was still unable to complete the activation of the handset. Per [redacted] request, her account was closed.
GreatCall has since determined that the failed activation issue was network related and not a defect of the handset. This issue is now resolved and all handsets, including those which previously failed, are now able to complete the final programming for activation.
Because the handset was not able to be activated, [redacted] was provided with a prepaid shipping label for the return of the handset, which was mailed to [redacted] on 5/31/2016. Additionally, in a case where a phone could not be activated for use, the customer is entitled to a full refund of their initial order and any monthly service charges. GreatCall apologizes for any miscommunication on behalf of our representative. [redacted] account has been noted to indicate that a full refund should be issued. Refunds are issued within 21 days of the handset being received in GreatCall’s shipping warehouse.
We apologize for any inconvenience this situation may have caused.
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 reported that GreatCall has...
not yet processed a refund due for a returned handset within our 30 Day Return Period.
We appreciate the opportunity to respond to [redacted] complaint and have completed a review of her GreatCall account.
Our records show that [redacted] established her GreatCall service on 4/20/2016 with the direct order of a Jitterbug Flip cell phone. On 4/26/2016, [redacted] attempted to complete the programming of the phone. Due to a network connectivity issue, the Jitterbug Flip was no able to complete the final programming and our Technical Support submitted a request for a replacement phone to be shipped to [redacted]. Prior to the replacement phone being shipped, [redacted] notified GreatCall that she wished to discontinue service and did not want the replacement phone sent to her. Per her request, the order was stopped and she was provided with a prepaid shipping label to return the phone which would not activate.
The prepaid return shipping label provided by GreatCall, [redacted], shows that [redacted] returned the Jitterbug Flip cell phone in a timely manner and that we have received the phone on 5/10/2016. For an undetermined reason, our Shipping and Receiving warehouse has not noted that the package was received and checked in for return. We apologize for the oversight and the unusually long time for the refund to be processed. A request for a full refund has been submitted to our Financial department on 5/27/2016 and [redacted] can expect the refund to be posted to her account within the next three to five business days.
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. Ms. [redacted] has requested that service be...
placed in her name and that she receives a free replacement GreatCall device with a six month service credit.
We appreciate the opportunity to respond to [redacted] complaint and have completed a review of her GreatCall account.
Our records indicate that the GreatCall service is already listed in[redacted] name with a service address in [redacted]. If the information shown on the Personal Profile is incorrect, [redacted] should update the information listed through her [redacted] account. Because the service is already listed in [redacted] name, no service credit is merited. Additionally, our devices come with a one year manufacture warranty and [redacted] device is currently more than two years old. As such, the device is out of warranty at this time.
Any replacements needed should be purchased by calling our Customer Service or by visiting a local retail store that carries our devices. Once [redacted] has her new device in hand, she can arrange for the activation of the new device through our Customer Service. As a reminder, upgrade and/or replacement devices should not be activated on our website as the online activation is limited to the creation of new subscriber accounts only.
We apologize for any inconvenience this situation may have caused.
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. Our records indicate that GreatCall exercised due diligence in responding to any concerns raised by Ms. [redacted]. We regret that Ms. [redacted] was not satisfied with the service provided and our attempts to address and resolve her concerns. As a one-time courtesy two months of service will be refunded. No further charges will be considered for refund. The refunds will be issued to the credit or debit card from which they were originally collected and Ms. [redacted] can expect the refunds to post to her account within the next three to five business days. 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 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. However if any more double charges are levied at me I will cancel service.
Regards,
[redacted]
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 request for a refund under our 30-Day Return Policy.
We appreciate the opportunity to respond to [redacted] complaint and have completed a review of her GreatCall account.
Our records show that [redacted] account was established on 6/1/2016, with the direct order of a Jitterbug Smart smartphone. The initial order, of $210.66, was processed using [redacted] card ending [redacted] The order consisted of the Jitterbug Smart for $149.99, a one-time service activation fee of $35.00, a non-refundable ground shipping charge of $10.00 and applicable taxes of $15.67. The order tracking information shows that the phone was delivered on 6/7/2016.
On 6/8/2016, [redacted] placed a call to our Customer Service and requested assistance with activating her phone. During this call, our representative collected information so that a port request could be submitted to [redacted]’s previous carrier. On 6/9/2016, GreatCall notified [redacted] that her previous carrier rejected the port request because incorrect information was provided. On 6/10/2016, GreatCall received updated information for the port request and the request was finalized. On 6/19/2016, [redacted] placed a call to our Customer Service and received assistance with updating a contact in her Jitterbug Smart phone.
On 6/21/2016, GreatCall received a port-out request and [redacted]’s phone number was transferred to a new carrier. As such, her account was closed. On 6/24/2016, GreatCall responded to [redacted] by e-mail and advised her that refunds are issued within twenty-one business days of the phone being received in our warehouse. Additionally, [redacted] was advised that a $10.00 restocking fee would be retained from the original order. On 6/27/2016, [redacted] confirmed, by phone with our Customer Service, the address to return her Jitterbug Smart for a refund.
On 7/11/2016, GreatCall noted [redacted]’s account to reflect the date, 7/1/2016, that her return package was received. A request was submitted to our Financial Services to ensure that the refund is processed within twenty-one business days of 7/1/2016. [redacted] will be refunded in accordance with our 30-Day Return Policy, as described in the User Guide included with the phone and as posted on our website, [redacted]
We apologize for any inconvenience this situation may have caused
Best Regards.
Response is attached.
Thank you,
GreatCallRe: [redacted]_ Account [redacted]_Revdex.comComplaint # [redacted] To Whom It May Concern: On behalf of GreatCall, Inc. (“GreatCall”),creator of the Jitterbug, this letter is submitted in response to theabove-referenced...
complaint. Mr. [redacted] has expressed hisdissatisfaction with his recent Customer Service experience when cancelling hiswife’s GreatCall account. We have located the account, [redacted], under the nameAnita [redacted] and have conducted a review of the reported issue. GreatCall regrets that Mrs. [redacted]’saccount was not cancelled as requested on 11/7/2014 by Mr. [redacted]. We wish toinform Mr. and Mrs. [redacted] that the account in question was cancelled on1/14/2015 when Mr. [redacted] spoke with a Customer Service Supervisor named [redacted].GreatCall wishes to inform Mr. [redacted] that we do not report to credit agenciesand want to assure them that there will be no adverse impact to his creditscore. Today, Thursday February 12, 2015,GreatCall has reversed the charges of $29.13 and $29.18 collected on December3, 2014 and January 5, 2015 back to the American Express card ending [redacted]. Weask that Mr. or Mrs. [redacted] contact American Express to confirm that the blockthey have placed on GreatCall charges will not prevent the refunds from postingto their account balance. We apologize for any inconvenience this situation may havecaused and consider this matter resolved unless the Revdex.com has any furtherquestions 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. For your reference, details of the offer I reviewed appear below.
Again, in light of how matters were handled and information given to me, I needed to document that the phone was, indeed, received by Great Call. Documentation is essential as PROOF, since I was told by representatives that the phone MUST BE RECEIVED WITHIN 30 DAYS. Incidentally, when I ordered the phone, I was never told that the phone could ONLY "go ground", which takes up to 10 days to receive. I had to send the phone back the same way, but because it was sent "CERTIFIED", the package would take priority--meaning they would expedite the delivery time.
I will NEVER order another phone from Great Call, nor recommend them to others.Regards,[redacted]
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] was dissatisfied with the billing on her...
account and would like to ma.We appreciate the opportunity to respond to [redacted]’s complaint and have completed an audit of her GreatCall account.
Our records show that [redacted] established her account on 9/22/16 with the online activation of a Lively Alert device. She chose our Ultimate Health and Safety plan and accepted auto pay with the [redacted] used to process the activation fee. On 9/26/16, the September monthly service fee generated for 38.61. On 9/27/16, [redacted] called our customer service to change the bill cycle date from 26th of the month to the 4th of the month. The request was made for the cycle date change and although the change completed this same day, it can take 30 days or one billing cycle for the system to update. Also on this day, the auto payment of $38.61 processed to the [redacted] on file.
On 10/26/16, the October monthly service fee generated for $39.46 and the auto payment processed to the [redacted] on file. [redacted] called our customer service stating that the bill was not supposed to be taken out at this time, our agent requested a credit of the $39.46 to the credit card and the payment was reversed. The balance of $39.46 was still due.
On 11/5/16, the November monthly service fee generated for $14.64, a pro-rated amount based on the recent cycle date change and the current amount due was $54.10. On Sunday, 11/6/16, an online payment was processed for $39.46 using a [redacted] ending in [redacted]. On 11/7/16, [redacted] called our customer service to change her credit card on file to the [redacted] ending in [redacted] and a payment was processed of $14.64. On this same day the auto payment of $54.10 process resulting in a double payment.
[redacted] called our customer service on 11/8/16 stating she would like to disconnect due to being charged twice. Once GreatCall was aware of the issue our agent reversed the charge of $54.10 to the [redacted] ending in [redacted]. The disconnect was processed and will complete on 12/4/16.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...
monthly service charge.
We appreciate the opportunity to respond to this complaint and have completed a review of the GreatCall account for [redacted]
Our records show that service was established on 11/22/2015, with the online activation of a GreatCall Splash device for use by [redacted] On 7/25/2016, per [redacted] request, the account was closed and the customer was advised that service is pre-paid, can be used through the end of the current billing period and that GreatCall does not prorate monthly service chargers. As outlined in the Terms and Conditions, which the customer agrees to be bound to by activating and using their service; service can be cancelled at any time and a customer will not be charged for any future months of service.
While we understand the customer’s concerns and appreciate their feedback, we must hold all customers to the same standards and policies. None-the-less, as a one-time courtesy we have refunded the most recent monthly service charge of $31.23 to the credit or debit card on file. The customer’s feedback and concerns will be taken into consideration for future changes to our policies and procedures.
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] is requesting billing information. We...
appreciate the opportunity to respond to Ms. [redacted]’s complaint and have completed an audit of her GreatCall account. Ms. [redacted]’s account was established on 6/7/2017 with the online activation of a retail purchased phone, the fee activation was $28.31. Our records show that several accounts were created, but payment only completed on the current active account.6/8/2017, the first month invoice generates for service from 6/8/2017 through 7/7/2017 in the amount of $18.98.On 6/10/20107, Ms. [redacted] called to say that she was charged twice for the activation fee. We reviewed and advised that we were only showing one transaction and that she should check with her bank.On 6/14/2017, GreatCall received a charge back of $28.31, the activation transaction. Once a charge back is initiated, the funds are immediately returned to the credit card. A review of GreatCall transactions did not show a double payment and the activation fee was added to the balance on the account.On 6/17/2017, Ms. [redacted] called to review the bill she had received. We reviewed the bill and usage with her and advised 264 minutes had been used. The rate plan was changed to 600 minutes and per request, we processed an order to have the usage details sent to her. We also advised that the current amount due was $47.29, $28.31 for the activation fee and $18.98 for the monthly service fee. After receipt of this complaint, we attempted to reach Ms. [redacted] but we were not able to connect with her. The usage report order cannot be completed until the end of the current cycle on 7/7/2017, however, Ms. [redacted] can view all usage details by logging on to her mygreatcall.com account that was created when the account was set up and by clicking on billing. GreatCall only shows that one transaction completed for $28.31. If there were other attempts to activate with the same credit card, there could have appeared, on Ms. [redacted] credit card information, a pending authorization in the amount of $28.31. Pending authorizations generally drop off in 7-10 business days, depending on the credit card company. The activation fee of $28.31 is currently due and the monthly service fee of $18.98 is due by 6/25/2017. Ms. [redacted] can make a payment online via her mygreatcall.com account, or by calling Customer Service, 1 800-733-6632, between the hours of 6am and 7pm Pacific Time, Monday – Thursday. Ms. [redacted] can also contact Customer Service for any question or for assistance in accessing mygreatcall.com. 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.
From: [redacted]Date: Tue, Jun 16, 2015 at 7:49 PMSubject: Great CallTo: [redacted]Everything was done over the phone with Great Call when I first contacted them to buy a cell phone and set up a plan. When I received my phone that I purchased there was nothing in the box to indicate what plan I had signed up for. I called them to verify my new cell phone number and someone went over the billing, minutes, data and texts I was allowed which I had already paid for in advance. I was told that there was a 30-day risk free trial period. Two days before the billing period was up I received a call from Great Call saying that I had gone over my data plan and they were going to charge me an additional $127.23 and said they would be charging it on my credit card on file. I called them "highway robbers" and the woman said she would give me a $20 credit. She then asked me if I wanted to change my data plan for $30 more a month. Great Call was already charging me $10 more a month than my previous phone company and giving me a lot less service. I decided that Great Call was not going to work out and told her no. I hung up and checked the data usage on my phone and had an aide that came to my home that day take a picture on her cell phone of my data usage. I had not gone over on my minutes, texts or data according to my cell phone. I then decided to contact the Revdex.com to try to resolve my grievance with Great Call. All I have in writing from Great Call is the bill they sent me for the so-called additional data. Attached. I also have a picture of the data plans that they had listed. If you need more information please let me know. Thanks, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I have received the refund check and consider this matter resolved..
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Hello,
Please see our response below. [redacted] has failed to supply the relevant subscriber information as needed to review his complaint.
[redacted], GreatCall Operations
Re: [redacted] Account Not Found_ 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] is requesting immediate termination of services for his parent's GreatCall account.
We appreciate the opportunity to respond to [redacted] complaint.
In reviewing [redacted]’s complaint, we are unable to locate the referenced account as the subscriber account information has not been provided. On 11/4/2015 at approximately 10:08am pacific we attempted to contact [redacted] at the phone number provided in the complaint [redacted] however [redacted] did not answer the call. GreatCall was seeking to obtain the account information so that we could review and respond to the above referenced complaint.
GreatCall recommends that [redacted] has account holder follows up with our Customer Service department to request cancellation of their account. GreatCall can provide the account holder with a detailed usage report showing all incoming and outgoing calls recorded for the billing period in question. For consumer safety purposes, the detailed usage report can only be mailed to the billing address on record. Customer Service can be reached at [redacted] between 5am and 9pm pacific every day of the year.
Should [redacted] choose to contact GreatCall on his parent’s behalf, he should be prepared to verify the account information, including the full name on the account and the billing address information (city, state, zip code and home phone number) on file with GreatCall. If [redacted] has been previously authorized to discuss the account on behalf of the account holder, he should be prepared to verify the security password established by the account holder.
If [redacted] has not been authorized and issued a password by the account holder, then we will need the account holder on the line to verify the account and issue a one-time authorization for us to release any protected information to [redacted]. We can also provide a fax number and/or email address for [redacted] to submit a fully executed financial power of attorney notice so that we may discuss the account in full with him.
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.
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]
I was told if I was not happy with the service from Jitterbug [Great Call] my money would be returned. They kept saying they had to wait 21 days so they kept prolonging the cancelling of the service. The phones never worked right from the time I received them. The company took advantage of me. I also had a friend with the same problem. Lucky for her she had got the phone from the store and could bring the phone back. The total amount was given back to her. This company Has not been reputable, I will not be happy with this result. They are using excusing that are not true. I hope this result will give customers an alert about this company. All they had to do is give me my money back and they refused. I will never recommend Jitterbug to any of my senior friends or any one that I know. I would think they would want to make a good impression on customers. I just wanted my 77,71 money back.
Re: [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 added additional information.GreatCall has no record, prior to 11/7/16, the date of cancellation, that [redacted] was experiencing an issue with the phone. Our agent offered to troubleshoot the phone at that time but [redacted] did not have the phone. The phone had considerable usage, 434 minutes the first month and 1418 the second month indicating that the phone was working properly. GreatCall did send a usage notification to the Jitterbug phone on 10/22/16 and we show that the call was answered. The Jitterbug Flip phone is an easy to use phone and therefore does not have the blocking capability of a smart phone.
The audio recording of the initial call reveals that our agent answered all questions, regarding texting, sending and receiving pictures, plans, the porting in of her mother’s number, the coverage and the monthly service fees. [redacted] stated that she is in a different state and will be taking the phone to her mother in September, our agent lets her know that she can receive the phone, activate it and it will be ready for use when she delivers it to her mother.
As previously stated, GreatCall’s 30-day return policy, as stated in the Terms and Conditions, found in the User Guide that is packaged with the phone, 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]
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 full refund for her initial...
Jitterbug Flip cellphone order because she was unable to successfully complete the activation of the handset.
We appreciate the opportunity to respond to [redacted] complaint and have completed a review of her GreatCall account.
Our records show that [redacted] established her GreatCall account on 5/20/2016 with the direct purchase of a Jitterbug Flip cell phone. On 5/27/2016, [redacted] reported to our Customer Service that she was unable to complete the activation of the handset. At that time, [redacted] was connected with our Technical Support but was still unable to complete the activation of the handset. Per [redacted] request, her account was closed.
GreatCall has since determined that the failed activation issue was network related and not a defect of the handset. This issue is now resolved and all handsets, including those which previously failed, are now able to complete the final programming for activation.
Because the handset was not able to be activated, [redacted] was provided with a prepaid shipping label for the return of the handset, which was mailed to [redacted] on 5/31/2016. Additionally, in a case where a phone could not be activated for use, the customer is entitled to a full refund of their initial order and any monthly service charges. GreatCall apologizes for any miscommunication on behalf of our representative. [redacted] account has been noted to indicate that a full refund should be issued. Refunds are issued within 21 days of the handset being received in GreatCall’s shipping warehouse.
We apologize for any inconvenience this situation may have caused.
Best Regards.
Please do not close per your email today. This is my response. Great Call must refund as promised. Thank you.
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 reported that GreatCall has...
not yet processed a refund due for a returned handset within our 30 Day Return Period.
We appreciate the opportunity to respond to [redacted] complaint and have completed a review of her GreatCall account.
Our records show that [redacted] established her GreatCall service on 4/20/2016 with the direct order of a Jitterbug Flip cell phone. On 4/26/2016, [redacted] attempted to complete the programming of the phone. Due to a network connectivity issue, the Jitterbug Flip was no able to complete the final programming and our Technical Support submitted a request for a replacement phone to be shipped to [redacted]. Prior to the replacement phone being shipped, [redacted] notified GreatCall that she wished to discontinue service and did not want the replacement phone sent to her. Per her request, the order was stopped and she was provided with a prepaid shipping label to return the phone which would not activate.
The prepaid return shipping label provided by GreatCall, [redacted], shows that [redacted] returned the Jitterbug Flip cell phone in a timely manner and that we have received the phone on 5/10/2016. For an undetermined reason, our Shipping and Receiving warehouse has not noted that the package was received and checked in for return. We apologize for the oversight and the unusually long time for the refund to be processed. A request for a full refund has been submitted to our Financial department on 5/27/2016 and [redacted] can expect the refund to be posted to her account within the next three to five 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 and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. Ms. [redacted] has requested that service be...
placed in her name and that she receives a free replacement GreatCall device with a six month service credit.
We appreciate the opportunity to respond to [redacted] complaint and have completed a review of her GreatCall account.
Our records indicate that the GreatCall service is already listed in[redacted] name with a service address in [redacted]. If the information shown on the Personal Profile is incorrect, [redacted] should update the information listed through her [redacted] account. Because the service is already listed in [redacted] name, no service credit is merited. Additionally, our devices come with a one year manufacture warranty and [redacted] device is currently more than two years old. As such, the device is out of warranty at this time.
Any replacements needed should be purchased by calling our Customer Service or by visiting a local retail store that carries our devices. Once [redacted] has her new device in hand, she can arrange for the activation of the new device through our Customer Service. As a reminder, upgrade and/or replacement devices should not be activated on our website as the online activation is limited to the creation of new subscriber accounts only.
We apologize for any inconvenience this situation may have caused.
Best Regards.re...
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. Our records indicate that GreatCall exercised due diligence in responding to any concerns raised by Ms. [redacted]. We regret that Ms. [redacted] was not satisfied with the service provided and our attempts to address and resolve her concerns. As a one-time courtesy two months of service will be refunded. No further charges will be considered for refund. The refunds will be issued to the credit or debit card from which they were originally collected and Ms. [redacted] can expect the refunds to post to her account within the next three to five business days. 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 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. However if any more double charges are levied at me I will cancel service.
Regards,
[redacted]
Re: Nan[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 request for a refund under our 30-Day Return Policy.
We appreciate the opportunity to respond to [redacted] complaint and have completed a review of her GreatCall account.
Our records show that [redacted] account was established on 6/1/2016, with the direct order of a Jitterbug Smart smartphone. The initial order, of $210.66, was processed using [redacted] card ending [redacted] The order consisted of the Jitterbug Smart for $149.99, a one-time service activation fee of $35.00, a non-refundable ground shipping charge of $10.00 and applicable taxes of $15.67. The order tracking information shows that the phone was delivered on 6/7/2016.
On 6/8/2016, [redacted] placed a call to our Customer Service and requested assistance with activating her phone. During this call, our representative collected information so that a port request could be submitted to [redacted]’s previous carrier. On 6/9/2016, GreatCall notified [redacted] that her previous carrier rejected the port request because incorrect information was provided. On 6/10/2016, GreatCall received updated information for the port request and the request was finalized. On 6/19/2016, [redacted] placed a call to our Customer Service and received assistance with updating a contact in her Jitterbug Smart phone.
On 6/21/2016, GreatCall received a port-out request and [redacted]’s phone number was transferred to a new carrier. As such, her account was closed. On 6/24/2016, GreatCall responded to [redacted] by e-mail and advised her that refunds are issued within twenty-one business days of the phone being received in our warehouse. Additionally, [redacted] was advised that a $10.00 restocking fee would be retained from the original order. On 6/27/2016, [redacted] confirmed, by phone with our Customer Service, the address to return her Jitterbug Smart for a refund.
On 7/11/2016, GreatCall noted [redacted]’s account to reflect the date, 7/1/2016, that her return package was received. A request was submitted to our Financial Services to ensure that the refund is processed within twenty-one business days of 7/1/2016. [redacted] will be refunded in accordance with our 30-Day Return Policy, as described in the User Guide included with the phone and as posted on our website, [redacted]
We apologize for any inconvenience this situation may have caused
Best Regards.
Response is attached.
Thank you,
GreatCallRe: [redacted]_ Account [redacted]_Revdex.comComplaint # [redacted] To Whom It May Concern: On behalf of GreatCall, Inc. (“GreatCall”),creator of the Jitterbug, this letter is submitted in response to theabove-referenced...
complaint. Mr. [redacted] has expressed hisdissatisfaction with his recent Customer Service experience when cancelling hiswife’s GreatCall account. We have located the account, [redacted], under the nameAnita [redacted] and have conducted a review of the reported issue. GreatCall regrets that Mrs. [redacted]’saccount was not cancelled as requested on 11/7/2014 by Mr. [redacted]. We wish toinform Mr. and Mrs. [redacted] that the account in question was cancelled on1/14/2015 when Mr. [redacted] spoke with a Customer Service Supervisor named [redacted].GreatCall wishes to inform Mr. [redacted] that we do not report to credit agenciesand want to assure them that there will be no adverse impact to his creditscore. Today, Thursday February 12, 2015,GreatCall has reversed the charges of $29.13 and $29.18 collected on December3, 2014 and January 5, 2015 back to the American Express card ending [redacted]. Weask that Mr. or Mrs. [redacted] contact American Express to confirm that the blockthey have placed on GreatCall charges will not prevent the refunds from postingto their account balance. We apologize for any inconvenience this situation may havecaused and consider this matter resolved unless the Revdex.com has any furtherquestions 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. For your reference, details of the offer I reviewed appear below.
Again, in light of how matters were handled and information given to me, I needed to document that the phone was, indeed, received by Great Call. Documentation is essential as PROOF, since I was told by representatives that the phone MUST BE RECEIVED WITHIN 30 DAYS. Incidentally, when I ordered the phone, I was never told that the phone could ONLY "go ground", which takes up to 10 days to receive. I had to send the phone back the same way, but because it was sent "CERTIFIED", the package would take priority--meaning they would expedite the delivery time.
I will NEVER order another phone from Great Call, nor recommend them to others.Regards,[redacted]
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] was dissatisfied with the billing on her...
account and would like to ma.We appreciate the opportunity to respond to [redacted]’s complaint and have completed an audit of her GreatCall account.
Our records show that [redacted] established her account on 9/22/16 with the online activation of a Lively Alert device. She chose our Ultimate Health and Safety plan and accepted auto pay with the [redacted] used to process the activation fee. On 9/26/16, the September monthly service fee generated for 38.61. On 9/27/16, [redacted] called our customer service to change the bill cycle date from 26th of the month to the 4th of the month. The request was made for the cycle date change and although the change completed this same day, it can take 30 days or one billing cycle for the system to update. Also on this day, the auto payment of $38.61 processed to the [redacted] on file.
On 10/26/16, the October monthly service fee generated for $39.46 and the auto payment processed to the [redacted] on file. [redacted] called our customer service stating that the bill was not supposed to be taken out at this time, our agent requested a credit of the $39.46 to the credit card and the payment was reversed. The balance of $39.46 was still due.
On 11/5/16, the November monthly service fee generated for $14.64, a pro-rated amount based on the recent cycle date change and the current amount due was $54.10. On Sunday, 11/6/16, an online payment was processed for $39.46 using a [redacted] ending in [redacted]. On 11/7/16, [redacted] called our customer service to change her credit card on file to the [redacted] ending in [redacted] and a payment was processed of $14.64. On this same day the auto payment of $54.10 process resulting in a double payment.
[redacted] called our customer service on 11/8/16 stating she would like to disconnect due to being charged twice. Once GreatCall was aware of the issue our agent reversed the charge of $54.10 to the [redacted] ending in [redacted]. The disconnect was processed and will complete on 12/4/16.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...
monthly service charge.
We appreciate the opportunity to respond to this complaint and have completed a review of the GreatCall account for [redacted]
Our records show that service was established on 11/22/2015, with the online activation of a GreatCall Splash device for use by [redacted] On 7/25/2016, per [redacted] request, the account was closed and the customer was advised that service is pre-paid, can be used through the end of the current billing period and that GreatCall does not prorate monthly service chargers. As outlined in the Terms and Conditions, which the customer agrees to be bound to by activating and using their service; service can be cancelled at any time and a customer will not be charged for any future months of service.
While we understand the customer’s concerns and appreciate their feedback, we must hold all customers to the same standards and policies. None-the-less, as a one-time courtesy we have refunded the most recent monthly service charge of $31.23 to the credit or debit card on file. The customer’s feedback and concerns will be taken into consideration for future changes to our policies and procedures.
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] is requesting billing information. We...
appreciate the opportunity to respond to Ms. [redacted]’s complaint and have completed an audit of her GreatCall account. Ms. [redacted]’s account was established on 6/7/2017 with the online activation of a retail purchased phone, the fee activation was $28.31. Our records show that several accounts were created, but payment only completed on the current active account.6/8/2017, the first month invoice generates for service from 6/8/2017 through 7/7/2017 in the amount of $18.98.On 6/10/20107, Ms. [redacted] called to say that she was charged twice for the activation fee. We reviewed and advised that we were only showing one transaction and that she should check with her bank.On 6/14/2017, GreatCall received a charge back of $28.31, the activation transaction. Once a charge back is initiated, the funds are immediately returned to the credit card. A review of GreatCall transactions did not show a double payment and the activation fee was added to the balance on the account.On 6/17/2017, Ms. [redacted] called to review the bill she had received. We reviewed the bill and usage with her and advised 264 minutes had been used. The rate plan was changed to 600 minutes and per request, we processed an order to have the usage details sent to her. We also advised that the current amount due was $47.29, $28.31 for the activation fee and $18.98 for the monthly service fee. After receipt of this complaint, we attempted to reach Ms. [redacted] but we were not able to connect with her. The usage report order cannot be completed until the end of the current cycle on 7/7/2017, however, Ms. [redacted] can view all usage details by logging on to her mygreatcall.com account that was created when the account was set up and by clicking on billing. GreatCall only shows that one transaction completed for $28.31. If there were other attempts to activate with the same credit card, there could have appeared, on Ms. [redacted] credit card information, a pending authorization in the amount of $28.31. Pending authorizations generally drop off in 7-10 business days, depending on the credit card company. The activation fee of $28.31 is currently due and the monthly service fee of $18.98 is due by 6/25/2017. Ms. [redacted] can make a payment online via her mygreatcall.com account, or by calling Customer Service, 1 800-733-6632, between the hours of 6am and 7pm Pacific Time, Monday – Thursday. Ms. [redacted] can also contact Customer Service for any question or for assistance in accessing mygreatcall.com. 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.
From: [redacted]Date: Tue, Jun 16, 2015 at 7:49 PMSubject: Great CallTo: [redacted]Everything was done over the phone with Great Call when I first contacted them to buy a cell phone and set up a plan. When I received my phone that I purchased there was nothing in the box to indicate what plan I had signed up for. I called them to verify my new cell phone number and someone went over the billing, minutes, data and texts I was allowed which I had already paid for in advance. I was told that there was a 30-day risk free trial period. Two days before the billing period was up I received a call from Great Call saying that I had gone over my data plan and they were going to charge me an additional $127.23 and said they would be charging it on my credit card on file. I called them "highway robbers" and the woman said she would give me a $20 credit. She then asked me if I wanted to change my data plan for $30 more a month. Great Call was already charging me $10 more a month than my previous phone company and giving me a lot less service. I decided that Great Call was not going to work out and told her no. I hung up and checked the data usage on my phone and had an aide that came to my home that day take a picture on her cell phone of my data usage. I had not gone over on my minutes, texts or data according to my cell phone. I then decided to contact the Revdex.com to try to resolve my grievance with Great Call. All I have in writing from Great Call is the bill they sent me for the so-called additional data. Attached. I also have a picture of the data plans that they had listed. If you need more information please let me know. Thanks, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I have received the refund check and consider this matter resolved..
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Hello,
Please see our response below. [redacted] has failed to supply the relevant subscriber information as needed to review his complaint.
[redacted], GreatCall Operations
Re: [redacted] Account Not Found_ 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] is requesting immediate termination of services for his parent's GreatCall account.
We appreciate the opportunity to respond to [redacted] complaint.
In reviewing [redacted]’s complaint, we are unable to locate the referenced account as the subscriber account information has not been provided. On 11/4/2015 at approximately 10:08am pacific we attempted to contact [redacted] at the phone number provided in the complaint [redacted] however [redacted] did not answer the call. GreatCall was seeking to obtain the account information so that we could review and respond to the above referenced complaint.
GreatCall recommends that [redacted] has account holder follows up with our Customer Service department to request cancellation of their account. GreatCall can provide the account holder with a detailed usage report showing all incoming and outgoing calls recorded for the billing period in question. For consumer safety purposes, the detailed usage report can only be mailed to the billing address on record. Customer Service can be reached at [redacted] between 5am and 9pm pacific every day of the year.
Should [redacted] choose to contact GreatCall on his parent’s behalf, he should be prepared to verify the account information, including the full name on the account and the billing address information (city, state, zip code and home phone number) on file with GreatCall. If [redacted] has been previously authorized to discuss the account on behalf of the account holder, he should be prepared to verify the security password established by the account holder.
If [redacted] has not been authorized and issued a password by the account holder, then we will need the account holder on the line to verify the account and issue a one-time authorization for us to release any protected information to [redacted]. We can also provide a fax number and/or email address for [redacted] to submit a fully executed financial power of attorney notice so that we may discuss the account in full with him.
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.
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]
I was told if I was not happy with the service from Jitterbug [Great Call] my money would be returned. They kept saying they had to wait 21 days so they kept prolonging the cancelling of the service. The phones never worked right from the time I received them. The company took advantage of me. I also had a friend with the same problem. Lucky for her she had got the phone from the store and could bring the phone back. The total amount was given back to her. This company Has not been reputable, I will not be happy with this result. They are using excusing that are not true. I hope this result will give customers an alert about this company. All they had to do is give me my money back and they refused. I will never recommend Jitterbug to any of my senior friends or any one that I know. I would think they would want to make a good impression on customers. I just wanted my 77,71 money back.
Re: [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 added additional information.GreatCall has no record, prior to 11/7/16, the date of cancellation, that [redacted] was experiencing an issue with the phone. Our agent offered to troubleshoot the phone at that time but [redacted] did not have the phone. The phone had considerable usage, 434 minutes the first month and 1418 the second month indicating that the phone was working properly. GreatCall did send a usage notification to the Jitterbug phone on 10/22/16 and we show that the call was answered. The Jitterbug Flip phone is an easy to use phone and therefore does not have the blocking capability of a smart phone.
The audio recording of the initial call reveals that our agent answered all questions, regarding texting, sending and receiving pictures, plans, the porting in of her mother’s number, the coverage and the monthly service fees. [redacted] stated that she is in a different state and will be taking the phone to her mother in September, our agent lets her know that she can receive the phone, activate it and it will be ready for use when she delivers it to her mother.
As previously stated, GreatCall’s 30-day return policy, as stated in the Terms and Conditions, found in the User Guide that is packaged with the phone, 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.