Hello,
We have received a request for the Customer Contract/Agreement. GreatCall wireless service is not contracted and is a month-to-month service. Included with the user guide (attached) are the Terms and Conditions along with the Customer Agreement. On page 176, under section 3.1, the 30 day return policy can be found.
To prevent further escalation of this matter, we have issued refunds to [redacted];s credit card on file. Please see attached correspondence.
[redacted] GreatCall Customer Satisfaction
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. As previously stated, the refunds provided are solely for the purpose of assisting Mr. [redacted] with recovering of the cost incurred for the retail purchased phone that was replaced; even though he is unable to provide any proof that the replacement phone was also returned to us. Because of the recorded phone usage during the active months of service, no further refunds are merited. 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 and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. Mr. [redacted] has added additional comments. We appreciate the opportunity to respond to Mr. [redacted]’s additional comments. As previously stated, the refund was on hold due to the condition of the returned phone. However, since the secondary evaluation was not completed prior to the 21st day, a request to process a refund per GreatCall’s 30-day return policy has was made and the refund amount of $136.22 was credited to the Visa end 0205. This credit should post in 3-5 business, days depending on the credit card company. We apologize for any inconvenience this situation may have caused. Best Regards.
Re: [redacted] 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 seeking an explanation and an apology.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 April 30, 2017 with the direct purchase of a Jitterbug Smart cell phone. GreatCall offers two types of plans, Health & Safety with minutes or minutes only. Ms. [redacted] choose our Basic Health & Safety plan with 600 minutes and the $5.00 100MB Data Plan for the base price of $34.99.When a customer is within 80% of the allowed monthly service plan, GreatCall will send an automatic usage notification to the cell phone to give the user the opportunity to make a change to the plan, prior to the end of the billing cycle and to avoid overage fees.On June 15, 2017, GreatCall delivered an automatic usage notification to the cell phone, advising that based on the current usage, you have the potential to exceed your monthly data allotment for the bill cycle ending on the 5th. To review your estimated usage, please, contact our friendly customer representative at 1-800-733-6632. GreatCall did not hear from Ms. [redacted] and on July 6, 2017 the monthly service invoice generated in the amount of $84.05. This included the monthly service fee of $34.99, $2.50 for picture/text messaging, $33.97 for data overage fees and the applicable taxes of $12.59.On July 10, 2017, GreatCall delivered an automatic usage notification to the cell phone, advising that based on the current usage, you have the potential to exceed your monthly data allotment for the bill cycle ending on the 5th. To review your estimated usage, please, contact our friendly customer representative at 1-800-733-6632. Ms. [redacted] called customer service later this day, we reviewed the usage, explained how to manage data usage, set a data limit and made sure that Ms. [redacted] was connected to Wi-Fi.On October 26, 2017, GreatCall delivered an automatic usage notification to the cell phone, advising that based on the current usage, you have the potential to exceed your monthly minutes allotment for the bill cycle ending on the 5th. To review your estimated usage, please, contact our friendly customer representative at 1-800-733-6632. On November 1, 2017, Ms. [redacted] called customer service regarding an issue with her voicemail. We advised that she needed to turn on her data to resolve the issue. We additionally advised of the overages and that she should make a change to her plan, Ms. [redacted] declined our recommendation.On November 6, 2017, the monthly service invoice generated in the amount of $217.09. This included the monthly service fee of $34.99, $5.10 for picture/text messaging, seven Operator Assisted Calls at .99 cents per call for $6.93, $127.75 for minutes overage fees and the applicable taxes of $42.32. The usage overage fee for this bill cycle was calculated by the minutes used, 1169, less the minutes available, 804, multiplied .35 cents. As stated in the Customer Agreement, found in the user guide, packaged with the phone and which can be viewed at our webpage, https://www.greatcall.com/legal/customer-agreement under section 4.4 How We Calculate Your Bill, “You will incur usage charges at a minimum rate of $0.35 per minute if you exceed your service plan minutes”. This can also be found on the back of very invoice.On November 11, 2017, GreatCall delivered an automatic usage notification to the cell phone, advising that based on the current usage, you have the potential to exceed your monthly minutes allotment for the bill cycle ending on the 5th. To review your estimated usage, please, contact our friendly customer representative at 1-800-733-6632. On November 18, 2017, Ms. [redacted] called customer service to review her billing and usage. We recommended that based on her usage, she change to the 2000-minute plan. Additionally, since Ms. [redacted] wanted to remove the Basic Health & Safety, we offered her a $5.00 savings to her monthly service plan for the next 3 months of service if she kept the Health and Safety plan, she accepted this, the discount was added and the base price was $49.99, less $5.00 for a total, prior to taxes, of $44.99.On December 6, 2017, the monthly service invoice generated in the amount of $181.55. This included the monthly service fee of $49.99 less the $5.00 discount, $6.00 for picture/text messaging, one Operator Assisted Calls at .99 cents, $93.45 for minutes overage fees and the applicable taxes of $36.12. Ms. [redacted] used 2267 minutes, but she only had 2000 available. A review of the usage shows that Ms. [redacted] began incurring overages on 12/5/17 at 3:01pm, this was the last day of the billing cycle. The automatic payment processed this same day and Ms. [redacted] called to review her bill, our agent advised of the overages. On 12/7/2017, Ms. [redacted] called to confirm her account password. Later this day her number ported out and the account was canceled. 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. A representative for [redacted] has supplied additional comments regarding his complaint.Although we cannot find anything to support [redacted]’s complaint, as a courtesy, we have credited the $12.06 to the [redacted] ending in [redacted]. 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]
Our records indicate that on 4/9/2015 the customer began email correspondence with our Care Operations department that handles email communication. Based on the information provided by the customer, our representative cleared the account balance as requested. The customer claims to have remitted a...
written cancellation request that was enclosed with a mailed payment, however the written request was not forwarded to GreatCall Customer Service by our third party payment processing center. The payment processing center does not have the capability of accessing the account to process account changes as they are not GreatCall employees. Rather than enclosing a letter requesting cancellation along with a payment, the customer should have followed the instructions provided on the reverse of the monthly billing statements and sent any written cancellation requests directly to the GreatCall address provided. We apologize for any confusion or inconvenience this situation may have caused.
[redacted] GreatCall Customer Satisfaction.
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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.After further customer service issues with Greatcall we have decided to cancel service with them and would like to request a full refund of the price paid to purchase the Greatcall device as well. As soon as a check for two months of service and the original purchase price of the device is received, we will gladly return both the original and replacement devices recieved from Greatcall.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] complaint and have completed a review of her GreatCall account. Our records indicate that Ms. [redacted] established her account by activating a Jitterbug Smart touchscreen phone purchased from [redacted] on our website (www.greatcall.com/activate). At that time, Ms. [redacted] selected our Unlimited Talk and Text Plan ($40.00), our Preferred Health and Safety service ($24.99) and our Handset Replacement Option ($4.00) plus local taxes and fees. This promotional plan includes 100 Megabytes of free Data. While the option to add additional Data was available, none was selected when creating the account online. The total monthly charges quoted online during the setup would have been $68.99 plus taxes and fees. Although Ms. [redacted] has made changes to the selections on her monthly service rate plan, an unpaid balance has caused her service to be temporarily suspended beginning on 1/6/2017. Recently, on 1/12/2017, GreatCall received a request to release Ms. [redacted] service number to a new carrier. Unfortunately, the requesting carrier has supplied incorrect information required for validation and responded to the requesting carrier to advise them of the status. Ms. [redacted] should follow up with GreatCall to obtain the correct information required for the releasing of the number to the new carrier. To prevent additional charges from being incurred, the number transfer should be completed prior to 1/19/2017. Because of the outstanding balance on the account, which is directly related to the usage of the phone, we have determined that no refund for monthly service charges is merited. Additionally, since the Jitterbug Smart was purchased at a retail location, any request for a refund of the phone would be subject to the return policy of the store from which it was purchased. Finally, while all GreatCall phones are unlocked per nationwide standards, we cannot control which carriers will choose to accept or activate our phones. GreatCall phones were specifically designed to work with GreatCall’s service and proprietary features, such as the 5Star Emergency Response service, are only available through GreatCall We apologize for any inconvenience this situation may have caused Best Regards.
On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. [redacted]...
has submitted a complaint regarding the unlocking of Jitterbug Touch3 smartphones subscribed to by her husband, [redacted]
Our records show that [redacted] established his service on 11/28/2015 with the direct order of two Jitterbug Touch3 smartphones. Because [redacted] is outside of the 30-day return period described on our website, [redacted] and enclosed within the Terms and Conditions packaged with the handsets, we are unable to grant his request for a refund of the initial order.
Regarding the status of GreatCall handsets, our phones and smartphones are not locked. Whether another carrier will activate one of our devices on their network or whether our device is compatible with another network is not guaranteed.
We apologize for any inconvenience this situation may have caused
Best Regards.
RE: [redacted]_Account [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. Mr. [redacted] has supplied additional comments regarding his complaint.
GreatCall wishes to apologize to [redacted] for any inappropriate actions and/or conversations which he may have overheard while on the line with our Customer
Service. A call review request will be submitted to our Quality Assurance so that the proper feedback can be provided to the Customer Service representative who
handled [redacted]’s call.
Based on the description of events provided by [redacted], we have determined that there was no malfunction with his GreatCall Splash device and that the device
worked as expected. His call was routed to our Emergency Response center and our Emergency Response agents followed the established protocols for handling a call
that was ended prior to being connected with an agent.
We are sorry to see that [redacted] is basing his assessment of our products and services on one test call attempt that occurred during a period of unusually high
call volume. As previously stated, we are unable to process a refund as being requested as [redacted] is outside of our standard 30 day return period.
We apologize for any inconvenience this situation may have caused.
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]
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 submitted by [redacted] on behalf of the subscriber, Richard Romano. We appreciate the opportunity to...
respond to Ms. [redacted]’s complaint and have completed an audit of Mr. [redacted] GreatCall account. Our records show that Mr. [redacted] account was established on June 14, 2014, with the activation of a GreatCall Splash emergency response device that was purchased at a local retail store. Our 5Star Emergency Response agents are certified by the International Academy of Emergency Dispatchers in emergency medical and police dispatch protocols. Questions are asked to find out what has occurred so that information can be relayed to first responders in real time. These are the same questions that are asked by 911 agencies throughout the United States. When needed the original agent will stay on the line until emergency services arrive. These agents used an integrated approach when verifying a caller’s location. In addition to the GPS location, incident details are collected from the caller and cross referenced with the aforementioned GPS location and details listed on the personal profile. We apologize for any inconvenience this situation may have caused. Best Regards.
Re: [redacted]y_ 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. [redacted] would like usage information and a reason for not getting a call back.
We appreciate the opportunity to respond to [redacted]’s complaint and have completed a review of her GreatCall account. In regards to the calls [redacted] made to GreatCall, GreatCall cannot provide copies of these calls without a subpoena.
In regards to a call back, there were two mentions of a call back to be made to [redacted] regarding the re-evaluation of the phone and in each case a letter was sent with the phone stating the results of the evaluations.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. Thank you.
Regards,
[redacted]
Re: [redacted]
To Whom It May Concern:
[redacted] has rejected our previous response and followed up with our Customer Service by phone. Our Customer Service has refunded, as a one-time courtesy, two months of the service. The refunds will post to the credit card or debit card on file within three to five business days.
We apologize for any inconvenience this situation may have caused and consider this matter resolved.
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 additional comments regarding her complaint.
We appreciate the opportunity to review these comments.
[redacted] should be advised that the Touch3 smartphone can be referred to as either the “Jitterbug Touch3” or simply the “Touch3;” although the branding of the handset changed, we are referring to the same model handset. [redacted] can confirm by reviewing the serial numbers printed on the box and that can also be found beneath the battery in the well of the phone. The serial numbers, which appear in two formats, are as follows: [redacted] and [redacted]
GreatCall reminds [redacted] that should she wish to reinstate service, she would first need to satisfy the outstanding account balance for the services rendered between 12/4/2014 and 3/3/2015.
GreatCall exercised due diligence in trying to reach [redacted] between January and July of 2015 to discuss her account balance and on the occasions in which we made contact with her by phone, she did not wish to resolve her our outstanding balance. Additionally, several letters were mailed to the billing address on file asking [redacted] to please contact us for a resolution.
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.
I want my money returned
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. [redacted] has reported that...
her credit or debit card has been used without her permission.
We appreciate the opportunity to respond to [redacted] complaint and have completed a review of her GreatCall account.
Our records show that the account was established on 5/18/2016 with the activation of GreatCall Splash medical alert device that was purchased from a local [redacted] store. The individual that setup the account on our website, [redacted] provided the name [redacted] as the user of the device and the party responsible for billing. The home address provided for [redacted] was [redacted]. Additionally, during the online setup, the name of [redacted] was provided a party authorized to act on [redacted] behalf. The initial service activation fee of $35.00 plus tax, totaling $39.24, was charged to a [redacted] card ending in [redacted].
After the activation was submitted online, [redacted] placed a call to our Customer Service for assistance with activating the device. At that time, [redacted] was unable to complete the final programming of the device. [redacted] was then connected with our Technical Support, who offered to send a replacement device. [redacted] declined the replacement and stated that she would seek a replacement at the retail location and then call us back so that the new device could be setup on the service established with the online request.
Regretfully, we did not hear back from [redacted] until 8/24/2016. On 8/24/2016, per [redacted] request, the account was closed. Prior to our Customer Service being able to address the account status or any refunds due, [redacted] ended the conversation and our representative was forced to move on to the next call.
Because the GreatCall Splash device that was originally purchased at the retail location was not fully activated, we have refunded the monthly service charges collected in June, July and August of this year. Additionally, the service activation fee collected on 5/18/2016 has been refunded. The refunds should post to [redacted] account within the next 10 business days.
GreatCall recommends that [redacted] advises her friends, family and associates to not use her credit or debit cards without her direct consultation and approval. Should [redacted] feel that her credit or debit card has been otherwise compromised or used fraudulently, we suggest that she takes the necessary steps to contact the financial institution that issued the card for support.
We apologize for any inconvenience this situation may have caused
Best Regards.
Hello,
We have received a request for the Customer Contract/Agreement. GreatCall wireless service is not contracted and is a month-to-month service. Included with the user guide (attached) are the Terms and Conditions along with the Customer Agreement. On page 176, under section 3.1, the 30 day return policy can be found.
To prevent further escalation of this matter, we have issued refunds to [redacted];s credit card on file. Please see attached correspondence.
[redacted] GreatCall Customer Satisfaction
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. As previously stated, the refunds provided are solely for the purpose of assisting Mr. [redacted] with recovering of the cost incurred for the retail purchased phone that was replaced; even though he is unable to provide any proof that the replacement phone was also returned to us. Because of the recorded phone usage during the active months of service, no further refunds are merited. 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 and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. Mr. [redacted] has added additional comments. We appreciate the opportunity to respond to Mr. [redacted]’s additional comments. As previously stated, the refund was on hold due to the condition of the returned phone. However, since the secondary evaluation was not completed prior to the 21st day, a request to process a refund per GreatCall’s 30-day return policy has was made and the refund amount of $136.22 was credited to the Visa end 0205. This credit should post in 3-5 business, days depending on the credit card company. We apologize for any inconvenience this situation may have caused. Best Regards.
Re: [redacted] 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 seeking an explanation and an apology.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 April 30, 2017 with the direct purchase of a Jitterbug Smart cell phone. GreatCall offers two types of plans, Health & Safety with minutes or minutes only. Ms. [redacted] choose our Basic Health & Safety plan with 600 minutes and the $5.00 100MB Data Plan for the base price of $34.99.When a customer is within 80% of the allowed monthly service plan, GreatCall will send an automatic usage notification to the cell phone to give the user the opportunity to make a change to the plan, prior to the end of the billing cycle and to avoid overage fees.On June 15, 2017, GreatCall delivered an automatic usage notification to the cell phone, advising that based on the current usage, you have the potential to exceed your monthly data allotment for the bill cycle ending on the 5th. To review your estimated usage, please, contact our friendly customer representative at 1-800-733-6632. GreatCall did not hear from Ms. [redacted] and on July 6, 2017 the monthly service invoice generated in the amount of $84.05. This included the monthly service fee of $34.99, $2.50 for picture/text messaging, $33.97 for data overage fees and the applicable taxes of $12.59.On July 10, 2017, GreatCall delivered an automatic usage notification to the cell phone, advising that based on the current usage, you have the potential to exceed your monthly data allotment for the bill cycle ending on the 5th. To review your estimated usage, please, contact our friendly customer representative at 1-800-733-6632. Ms. [redacted] called customer service later this day, we reviewed the usage, explained how to manage data usage, set a data limit and made sure that Ms. [redacted] was connected to Wi-Fi.On October 26, 2017, GreatCall delivered an automatic usage notification to the cell phone, advising that based on the current usage, you have the potential to exceed your monthly minutes allotment for the bill cycle ending on the 5th. To review your estimated usage, please, contact our friendly customer representative at 1-800-733-6632. On November 1, 2017, Ms. [redacted] called customer service regarding an issue with her voicemail. We advised that she needed to turn on her data to resolve the issue. We additionally advised of the overages and that she should make a change to her plan, Ms. [redacted] declined our recommendation.On November 6, 2017, the monthly service invoice generated in the amount of $217.09. This included the monthly service fee of $34.99, $5.10 for picture/text messaging, seven Operator Assisted Calls at .99 cents per call for $6.93, $127.75 for minutes overage fees and the applicable taxes of $42.32. The usage overage fee for this bill cycle was calculated by the minutes used, 1169, less the minutes available, 804, multiplied .35 cents. As stated in the Customer Agreement, found in the user guide, packaged with the phone and which can be viewed at our webpage, https://www.greatcall.com/legal/customer-agreement under section 4.4 How We Calculate Your Bill, “You will incur usage charges at a minimum rate of $0.35 per minute if you exceed your service plan minutes”. This can also be found on the back of very invoice.On November 11, 2017, GreatCall delivered an automatic usage notification to the cell phone, advising that based on the current usage, you have the potential to exceed your monthly minutes allotment for the bill cycle ending on the 5th. To review your estimated usage, please, contact our friendly customer representative at 1-800-733-6632. On November 18, 2017, Ms. [redacted] called customer service to review her billing and usage. We recommended that based on her usage, she change to the 2000-minute plan. Additionally, since Ms. [redacted] wanted to remove the Basic Health & Safety, we offered her a $5.00 savings to her monthly service plan for the next 3 months of service if she kept the Health and Safety plan, she accepted this, the discount was added and the base price was $49.99, less $5.00 for a total, prior to taxes, of $44.99.On December 6, 2017, the monthly service invoice generated in the amount of $181.55. This included the monthly service fee of $49.99 less the $5.00 discount, $6.00 for picture/text messaging, one Operator Assisted Calls at .99 cents, $93.45 for minutes overage fees and the applicable taxes of $36.12. Ms. [redacted] used 2267 minutes, but she only had 2000 available. A review of the usage shows that Ms. [redacted] began incurring overages on 12/5/17 at 3:01pm, this was the last day of the billing cycle. The automatic payment processed this same day and Ms. [redacted] called to review her bill, our agent advised of the overages. On 12/7/2017, Ms. [redacted] called to confirm her account password. Later this day her number ported out and the account was canceled. 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. A representative for [redacted] has supplied additional comments regarding his complaint.Although we cannot find anything to support [redacted]’s complaint, as a courtesy, we have credited the $12.06 to the [redacted] ending in [redacted]. 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]
Our records indicate that on 4/9/2015 the customer began email correspondence with our Care Operations department that handles email communication. Based on the information provided by the customer, our representative cleared the account balance as requested. The customer claims to have remitted a...
written cancellation request that was enclosed with a mailed payment, however the written request was not forwarded to GreatCall Customer Service by our third party payment processing center. The payment processing center does not have the capability of accessing the account to process account changes as they are not GreatCall employees. Rather than enclosing a letter requesting cancellation along with a payment, the customer should have followed the instructions provided on the reverse of the monthly billing statements and sent any written cancellation requests directly to the GreatCall address provided. We apologize for any confusion or inconvenience this situation may have caused.
[redacted] GreatCall Customer Satisfaction.
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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.After further customer service issues with Greatcall we have decided to cancel service with them and would like to request a full refund of the price paid to purchase the Greatcall device as well. As soon as a check for two months of service and the original purchase price of the device is received, we will gladly return both the original and replacement devices recieved from Greatcall.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] complaint and have completed a review of her GreatCall account. Our records indicate that Ms. [redacted] established her account by activating a Jitterbug Smart touchscreen phone purchased from [redacted] on our website (www.greatcall.com/activate). At that time, Ms. [redacted] selected our Unlimited Talk and Text Plan ($40.00), our Preferred Health and Safety service ($24.99) and our Handset Replacement Option ($4.00) plus local taxes and fees. This promotional plan includes 100 Megabytes of free Data. While the option to add additional Data was available, none was selected when creating the account online. The total monthly charges quoted online during the setup would have been $68.99 plus taxes and fees. Although Ms. [redacted] has made changes to the selections on her monthly service rate plan, an unpaid balance has caused her service to be temporarily suspended beginning on 1/6/2017. Recently, on 1/12/2017, GreatCall received a request to release Ms. [redacted] service number to a new carrier. Unfortunately, the requesting carrier has supplied incorrect information required for validation and responded to the requesting carrier to advise them of the status. Ms. [redacted] should follow up with GreatCall to obtain the correct information required for the releasing of the number to the new carrier. To prevent additional charges from being incurred, the number transfer should be completed prior to 1/19/2017. Because of the outstanding balance on the account, which is directly related to the usage of the phone, we have determined that no refund for monthly service charges is merited. Additionally, since the Jitterbug Smart was purchased at a retail location, any request for a refund of the phone would be subject to the return policy of the store from which it was purchased. Finally, while all GreatCall phones are unlocked per nationwide standards, we cannot control which carriers will choose to accept or activate our phones. GreatCall phones were specifically designed to work with GreatCall’s service and proprietary features, such as the 5Star Emergency Response service, are only available through GreatCall 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 unlocking of Jitterbug Touch3 smartphones subscribed to by her husband, [redacted]
Our records show that [redacted] established his service on 11/28/2015 with the direct order of two Jitterbug Touch3 smartphones. Because [redacted] is outside of the 30-day return period described on our website, [redacted] and enclosed within the Terms and Conditions packaged with the handsets, we are unable to grant his request for a refund of the initial order.
Regarding the status of GreatCall handsets, our phones and smartphones are not locked. Whether another carrier will activate one of our devices on their network or whether our device is compatible with another network is not guaranteed.
We apologize for any inconvenience this situation may have caused
Best Regards.
RE: [redacted]_Account [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. Mr. [redacted] has supplied additional comments regarding his complaint.
GreatCall wishes to apologize to [redacted] for any inappropriate actions and/or conversations which he may have overheard while on the line with our Customer
Service. A call review request will be submitted to our Quality Assurance so that the proper feedback can be provided to the Customer Service representative who
handled [redacted]’s call.
Based on the description of events provided by [redacted], we have determined that there was no malfunction with his GreatCall Splash device and that the device
worked as expected. His call was routed to our Emergency Response center and our Emergency Response agents followed the established protocols for handling a call
that was ended prior to being connected with an agent.
We are sorry to see that [redacted] is basing his assessment of our products and services on one test call attempt that occurred during a period of unusually high
call volume. As previously stated, we are unable to process a refund as being requested as [redacted] is outside of our standard 30 day return period.
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]
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 submitted by [redacted] on behalf of the subscriber, Richard Romano. We appreciate the opportunity to...
respond to Ms. [redacted]’s complaint and have completed an audit of Mr. [redacted] GreatCall account. Our records show that Mr. [redacted] account was established on June 14, 2014, with the activation of a GreatCall Splash emergency response device that was purchased at a local retail store. Our 5Star Emergency Response agents are certified by the International Academy of Emergency Dispatchers in emergency medical and police dispatch protocols. Questions are asked to find out what has occurred so that information can be relayed to first responders in real time. These are the same questions that are asked by 911 agencies throughout the United States. When needed the original agent will stay on the line until emergency services arrive. These agents used an integrated approach when verifying a caller’s location. In addition to the GPS location, incident details are collected from the caller and cross referenced with the aforementioned GPS location and details listed on the personal profile. We apologize for any inconvenience this situation may have caused. Best Regards.
Re: [redacted]y_ 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. [redacted] would like usage information and a reason for not getting a call back.
We appreciate the opportunity to respond to [redacted]’s complaint and have completed a review of her GreatCall account. In regards to the calls [redacted] made to GreatCall, GreatCall cannot provide copies of these calls without a subpoena.
In regards to a call back, there were two mentions of a call back to be made to [redacted] regarding the re-evaluation of the phone and in each case a letter was sent with the phone stating the results of the evaluations.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. Thank you.
Regards,
[redacted]
Re: [redacted]
To Whom It May Concern:
[redacted] has rejected our previous response and followed up with our Customer Service by phone. Our Customer Service has refunded, as a one-time courtesy, two months of the service. The refunds will post to the credit card or debit card on file within three to five business days.
We apologize for any inconvenience this situation may have caused and consider this matter resolved.
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 additional comments regarding her complaint.
We appreciate the opportunity to review these comments.
[redacted] should be advised that the Touch3 smartphone can be referred to as either the “Jitterbug Touch3” or simply the “Touch3;” although the branding of the handset changed, we are referring to the same model handset. [redacted] can confirm by reviewing the serial numbers printed on the box and that can also be found beneath the battery in the well of the phone. The serial numbers, which appear in two formats, are as follows: [redacted] and [redacted]
GreatCall reminds [redacted] that should she wish to reinstate service, she would first need to satisfy the outstanding account balance for the services rendered between 12/4/2014 and 3/3/2015.
GreatCall exercised due diligence in trying to reach [redacted] between January and July of 2015 to discuss her account balance and on the occasions in which we made contact with her by phone, she did not wish to resolve her our outstanding balance. Additionally, several letters were mailed to the billing address on file asking [redacted] to please contact us for a resolution.
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.
I want my money returned
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 and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. [redacted] has reported that...
her credit or debit card has been used without her permission.
We appreciate the opportunity to respond to [redacted] complaint and have completed a review of her GreatCall account.
Our records show that the account was established on 5/18/2016 with the activation of GreatCall Splash medical alert device that was purchased from a local [redacted] store. The individual that setup the account on our website, [redacted] provided the name [redacted] as the user of the device and the party responsible for billing. The home address provided for [redacted] was [redacted]. Additionally, during the online setup, the name of [redacted] was provided a party authorized to act on [redacted] behalf. The initial service activation fee of $35.00 plus tax, totaling $39.24, was charged to a [redacted] card ending in [redacted].
After the activation was submitted online, [redacted] placed a call to our Customer Service for assistance with activating the device. At that time, [redacted] was unable to complete the final programming of the device. [redacted] was then connected with our Technical Support, who offered to send a replacement device. [redacted] declined the replacement and stated that she would seek a replacement at the retail location and then call us back so that the new device could be setup on the service established with the online request.
Regretfully, we did not hear back from [redacted] until 8/24/2016. On 8/24/2016, per [redacted] request, the account was closed. Prior to our Customer Service being able to address the account status or any refunds due, [redacted] ended the conversation and our representative was forced to move on to the next call.
Because the GreatCall Splash device that was originally purchased at the retail location was not fully activated, we have refunded the monthly service charges collected in June, July and August of this year. Additionally, the service activation fee collected on 5/18/2016 has been refunded. The refunds should post to [redacted] account within the next 10 business days.
GreatCall recommends that [redacted] advises her friends, family and associates to not use her credit or debit cards without her direct consultation and approval. Should [redacted] feel that her credit or debit card has been otherwise compromised or used fraudulently, we suggest that she takes the necessary steps to contact the financial institution that issued the card for support.
We apologize for any inconvenience this situation may have caused
Best Regards.