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]
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 are sorry to see that [redacted] does not trust that GreatCall would send her a pre-paid return label, but we can confirm that such label was in-fact mailed to [redacted] on 5/31/Additionally, as we previously stated, because the phone could not be activated; GreatCall will issue a full refund and [redacted] will not be assessed the order restocking fee as incorrectly quoted by our Technical Support representativeWe apologize for the miscommunication and have documented [redacted] account to reflect that a full refund should be issuedGreatCall cannot refund the return shipping charges incurred by [redacted] as she elected to send the return at her expense rather than wait for the pre-paid return label Refunds are issued within days of the return being received in GreatCall’s warehouseSuch time is necessary to allow for delivery sorting, account notations and a refund request being submitted out Financial Processing department We apologize for any inconvenience this situation may have caused Best Regards
Re: [redacted] To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint [redacted] has expressed her dissatisfaction with charges posted to her credit/debit card for a Jitterbug Flip cell phone that could not be activated We appreciate the opportunity to respond to [redacted] complaint and have completed an audit of her GreatCall account Our records indicate that on 5/11/2016, [redacted] submitted her activation request using our website, [redacted] [redacted] was charged a one-time service activation fee of $plus taxA total of $was collected from a [redacted] card ending in***After submitting her activation request online, [redacted] placed a call to our Customer Service to report that she was unable to complete the final programing of the Jitterbug Flip cell phone Our Customer Service representative attempted to assist [redacted] with the activation of her Jitterbug Flip cell phone, but during the course of this conversation, [redacted] stated that she would get back to us and ended the callRegretfully, [redacted] did not get back to us and her account remained open and activeAs a result of the account remaining open and active, monthly service charges for May and June, were generated On 6/22/2016, [redacted] placed a call to our Customer Service to question the invoice that she received by mailAt that time, our Customer Service representative advised [redacted] that her account was still open and active and offered to close the accountPrior to completing the request, [redacted] ended the call Per [redacted] request, we have disconnected the account and cleared the monthly service chargesAdditionally, because the phone could not be activated, a full refund of the service activation fee ($30.02) will be refunded to the credit or debit card from which it was collectedThe refund should post to [redacted] account within the next business days We apologize for any inconvenience this situation may have caused Best Regards
Hello, We have received a request for the Customer Contract/AgreementGreatCall wireless service is not contracted and is a month-to-month serviceIncluded with the user guide (attached) are the Terms and Conditions along with the Customer AgreementOn page 176, under section 3.1, the day return policy can be found To prevent further escalation of this matter, we have issued refunds to [redacted] ;s credit card on filePlease see attached correspondence [redacted] GreatCall Customer Satisfaction
RE: [redacted] To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint [redacted] has supplied additional comments regarding his complaint While we understand that [redacted] is concerned with having received an indication of high call volume during his attempt to test the service, we wish to advise him that calls to our 5Star emergency response center are typically answered within to seconds and no recording is playedOur 5Star emergency response agents are certified by the National Academy of Emergency Dispatchers and are obligated to follow the established process for the emergency being reportedIn cases of high call volume, where an agent is not immediately available, a recording will play to advise the customer of the delay and these calls are typically answered within seconds We regret that [redacted] was not satisfied with the results of his test call attempted on 6/14/2016; however, we are unable to grant his request for a refund as he is outside of our day return period We apologize for any inconvenience this situation may have caused Best Regards
Hello,Business response is below[redacted] GreatCall Operations----------------------------------------------------------------------...⇄ [redacted] Account [redacted] File [redacted] To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint [redacted] has reported that an issue she encountered while using the GreatCall Link application went unresolved and has requested for a refund of the full monthly service charges associated with the use of the Jitterbughandset during the time which she encountered the unresolved issue We appreciate the opportunity to respond to [redacted] complaint and have completed an audit of her GreatCall account Our records show that on 7/2/2015, [redacted] established an account for phone service with the optional 5Star Urgent Response feature enabled on a Jitterbugcell phone purchased at a local [redacted] department store [redacted] provided the name of [redacted] as the user of the service with herself listed as the primary billing contact On September 31, 2015, [redacted] first reports an issue with the GreatCall Link app downloaded to her mobile phoneAt this time [redacted] does not have the Jitterbugcell phone with her to conduct full troubleshooting [redacted] is provided with tips that may assist with resolving the reported issue and is further advised to call back if the problem persistsOn 10/6/2015, [redacted] once more reports an issue with the GreatCall Link appThe issue is escalated to our product testing and development staff for reviewOn 10/21/2015, [redacted] reported issue was resolved by having [redacted] power cycle his Jitterbughandset by powering it off and then back onAt this time the Jitterbugsoftware was also updated and [redacted] acknowledged that the mobile app appeared to be functioning properlyOn 11/6/2015, 11/12/and 11/13/a member of our Technical Support Staff placed follow up calls to [redacted] at phone number [redacted] Our records show that voicemail messages were left for [redacted] and she was advised to call GreatCall if any issues have been experiencedOn 11/13/2015, [redacted] returned our call’s from Technical Support and reported that the Link app was not working to her likingA detailed report of [redacted] complaint was once more escalated to our product testing and development staff for review On 11/27/2015, per [redacted] request, her account is scheduled for cancellationAt this time, a $refund is applied to [redacted] credit/debit card on fileThis refund constitutes the portion of the monthly service charge that accounts for access to the GreatCall Link appWe have determined that no further refund is merited as neither the phone service nor the 5Star Urgent Response service were affected by the issue encountered with use of the GreatCall Link app We apologize for any inconvenience this situation may have caused and consider this matter resolved Best Regards
To Whom It May Concern:On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaintMs [redacted] is seeking a refund.We appreciate the opportunity to respond to Ms [redacted] ’s complaint and have completed an audit of her GreatCall accountOur records show that on April 28, 2017, Ms [redacted] activated a retail purchased Jitterbug Smart phoneOn May 8, 2017, Ms [redacted] called to advise that she exchanged the Smart phone at the retail store for a Jitterbug Flip phone and she needs to activate itWe processed a swap order of the line of service to the Flip phone and the phone was activated.On May 25, 2017, Ms [redacted] called to inquire about the coverage in her areaShe stated that the area is heavily wooded and she was experiencing static and dropped callsOur agent checked the coverage area and our information showed that it was good, however, things such as topography can interfere with the signal.On July 28, 2017, Mr [redacted] called to troubleshoot the phone as it would not chargeTroubleshooting was performed and a warranty replacement was sentThe phone was delivered and activated on August 2, On August 7, 2017, Ms [redacted] called and stated that the four phones she had, had no coverage and she wanted to return the current phone for a refundWe advised that we could cancel the account and refund the last month’s service fee, however, due to usage and being beyond the 30-day return policy, there would be no refund for the cost of the phone, but that we would refund the most recent monthly service fee, she understood and the refund was processedMs [redacted] called a few hours later from the retail store where she purchased the phone and they told her that GreatCall would need to process the refundShe said that she has had two Smart phones and three Flips and that none of them have workedOur agent reviewed and stated that the issue is with coverageMs [redacted] , she insisted that the phones were defective and asked that we speak with her son ***Our agent review with ***, offered a replacement, this was declined and then conferred with leadershipThe agent then advised that we would refund the cost of the phone, once it was returned to GreatCall and the return address information was given.The phone was received at GreatCall’s returns center, but it was not reported to Financial Service and the refund was not processed.Our records show that with the three phones that were active on the account, minutes were usedBased on Ms [redacted] ’s statement that she lived in a heavily wooded area, her issue may have been the signal strengthAlthough GreatCall believes there were no defects in the phones, we have processed a check refund order in the amount of $80.99, to be mailed to the billing address on file on October 2, The refund amount was determined by the cost of the Jitterbug Flip at the time of purchase from Best Buy, $and applicable taxesWe 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 have asked for the email address of their CEO, which was not provided I have asked for an adjustment to the final bill, which was not provided Sending me to their "customer service" does not qualify as a resolution They state they were unable to find account information Account name: [redacted] ; account phone number: [redacted] Regards, [redacted]
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, First of all it was a template and standard response, and still the question remains why are they selling the service and only using a recorded message, to respondAlso due to the fact that the service is flawed and they have over sold and lied about it, I still request the refund of the amount statedThey have not answered any questions and have not responded with any factor of good faith, I want a written record of what and how they are going to fix there problemsI still feel since I was lied too and the service is a scam I want a refund Thank you for your time [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I do see these credits to my card which, but so far do not see requested refund for the purchase of phone and service which totals to $16223.3723.3020.38Thank you for your help and helping other consumers Regards, [redacted]
Re: [redacted] To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint [redacted] has responded with the information necessary to locate the records for GreatCall subscriber [redacted] [redacted] was previously asked to contact our Customer Service as he had not provided the necessary information to locate the records in question Our records show that [redacted] initially established service with GreatCall on 1/11/with the activation of a Jitterbug cell phone purchased from a retail locationOn 2/10/2016, a GreatCall Splash device was ordered directly from GreatCall and shipped to [redacted] Beginning in May 2016, [redacted] reported that the GreatCall Splash device was not holding a charge for an acceptable period of timeOur Customer Service and Technical Support conducted the proper troubleshooting steps to assist [redacted] and a Warranty Replacement order was submitted on 5/19/Typically, when a handset or device is deactivated as part of a troubleshooting or replacement process, our representatives are required to inform the customer of the device/handset status that is in their possessionWe apologize if this information was not provided to [redacted] at the time that a replacement device order was submittedOur Quality Assurance team will review this call and provide any necessary feedback to the representative who handled this call from [redacted] On 5/27/2016, [redacted] placed a follcall to our Customer Service to check on the status of the replacementAt that time, [redacted] was advised that a technical problem had prevented the processing of the replacement order [redacted] was connected with a Customer Service Supervisor who attempted to address [redacted] ’s concernsWe show that during this call, [redacted] ’s account, including all the associated services, was closedOur Quality Assurance team will review this call and provide any necessary feedback to the representatives who handled this call from [redacted] On 5/29/2016, [redacted] placed another call to our Customer Service to ask why the cell phone service was disconnectedOur Customer Service representative explained that the service was disconnected during [redacted] ’s previous conversation with GreatCallAt that time the Jitterbug cell phone service was reconnectedOn 6/7/2016, the cell phone service number was transferred to a new carrier and [redacted] ’s account was closed We wish to advise [redacted] that GreatCall strives to provide the highest level of Customer Service possible and are disappointed to see that we could not resolve [redacted] ’s problem in a more efficient mannerAs requested, the closing balance on the account has been cleared and [redacted] can disregard any notices requesting payment that are dated prior to 7/1/We will take the necessary steps to review [redacted] ’s calls to GreatCall regarding this situation and will provide any appropriate feedback to our representatives that we determine to be necessary 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 added additional information.GreatCall has no record, prior to 11/7/16, the date of cancellation, that [redacted] was experiencing an issue with the phoneOur agent offered to troubleshoot the phone at that time but [redacted] did not have the phoneThe phone had considerable usage, minutes the first month and the second month indicating that the phone was working properlyGreatCall did send a usage notification to the Jitterbug phone on 10/22/and we show that the call was answeredThe 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 days [redacted] was outside of the days and therefore no refund is due.We apologize for any inconvenience this situation may have causedBest Regards
Re: [redacted] ***_ Account [redacted] _ File [redacted] To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint [redacted] has reported that GreatCall has failed to provide him with a refund for the credit balance on his account We appreciate the opportunity to respond to [redacted] ***’s complaint and have completed a review of GreatCall account [redacted] Our records show that [redacted] ***’s GreatCall account was cancelled on 11/9/At the time the account was closed, a credit balance of $was available for refundingUpon further request from [redacted] ***, an additional $was approved to be included in the refundable amount, bringing the total refund due to $ Per standard procedure, the request was sent for review and processing by GreatCall’s Financial Services departmentUpon the completion of the review, a check refund was requested for the next available processing dateBecause the final review was completed in December 2015, the check refund could not be issued until the next scheduled processing which was set to occur in the first week of January Our records show that on 1/4/2016, a check in the amount of $was mailed to [redacted] at the address on record: [redacted] ***On 1/15/2016, in response to the above referenced complaint and the documented check processing a GreatCall representative attempted to call [redacted] at [redacted] and [redacted] to confirm that the check was receivedGreatCall regrets to report that [redacted] did not answer our calls for confirmation We apologize for any inconvenience this situation may have caused and advise [redacted] to call our Customer Service at [redacted] between 5am and 9pm pacific time if he has not received the refund check that has been mailed out 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] 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/with the online activation of a Lively Alert deviceShe chose our Ultimate Health and Safety plan and accepted auto pay with the [redacted] used to process the activation feeOn 9/26/16, the September monthly service fee generated for 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 monthThe request was made for the cycle date change and although the change completed this same day, it can take days or one billing cycle for the system to updateAlso on this day, the auto payment of $processed to the [redacted] on file On 10/26/16, the October monthly service fee generated for $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 $to the credit card and the payment was reversedThe balance of $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 $On Sunday, 11/6/16, an online payment was processed for $using a [redacted] ending in ***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 $On this same day the auto payment of $process resulting in a double payment [redacted] called our customer service on 11/8/stating she would like to disconnect due to being charged twiceOnce GreatCall was aware of the issue our agent reversed the charge of $to the [redacted] ending in ***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, this letter is submitted in response to the above-referenced complaint [redacted] has requested cancellation of [redacted] GreatCall account We appreciate the opportunity to respond to [redacted] complaint and have completed a review of [redacted] GreatCall account Our records show that on 5/10/ [redacted] placed a call to our Customer Service to report that the account has not been closed as previously requestedIn speaking with our Customer Service representative, [redacted] stated that she mailed a written request for cancellation to our payment processing center in [redacted] but regretfully overlooked the correct address for written correspondence to our Customer Service as printed on page of the monthly service statement under the “More Information” section of the bill This call to our Customer Service is considered to be the first true and correct request for cancellation of [redacted] accountUnfortunately, during the course of this conversation, our Customer Service representative failed to process the cancellation of the account as requested by [redacted] *** On 6/7/2016, [redacted] reported to our Customer Service that [redacted] account had not been closed as requested on 5/10/At that time, our Customer Service closed the account and issued a credit to the bill to remove the charges generated after the first true and correct request for cancellation on 5/10/The closing balance on the account is $Such closing balance consists only of the monthly service charges generated prior to the first true and correct request for cancellation received on 5/10/ The closing balance is considered to be due and payable; payment can be remitted to the below address and the customer is reminded to include their GreatCall account number, [redacted] , in the memo section of their check or money order GreatCall Payments P.OBox Dallas, TX We apologize for any inconvenience this situation may have caused Best Regards
To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint [redacted] has requested that the refund for his initial order be processed immediately as the product has been returned to GreatCall on 3/9/We appreciate the opportunity to review this complaint and respond to the customer’s request Our records indicate that on 2/26/2015, [redacted] placed an order for two (2) GreatCall handsets and charged the order to a [redacted] debit or credit card ending ***Upon the completion of his order, this request was forwarded to our Shipping and Receiving team for processingThe initial order consisted of the following: GreatCall TouchSmartphone $JitterbugFlip Phone $Service Activation Fee $Standard Shipping Fee $Applicable State and Local Taxes $ Total initial charge $The following day, 2/27/2015, [redacted] called our Customer Service to request that his order be cancelledDuring the conversation on 2/27/2015, [redacted] was advised that the order had been shipped and was provided the UPS tracking number for referencePer his request, the account was closed and [redacted] was advised to refuse the delivery or mark the unopened box with “return to sender” so that a full refund could be issuedThe return package was received on 3/9/and a notice was sent to our Financial Services Processing team to advise them that the order could be refundedOur Day Return Policy states that all approved refunds will be processed within days of the merchandise being received in like new conditionOn 3/25/2015, a full refund in the amount of $was processed to the above mentioned debit or credit cardWe kindly ask that [redacted] confirm this refund has been received by calling the toll free number for Customer Service printed on the reverse of his debit or credit cardWe apologize for any inconvenience this situation may have caused and consider this matter resolved unless the Revdex.com has any further questions or requires additional information If you have any further questions, please contact me.Best Regards
Re: [redacted] _ 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 complaintPer our conversation with Ms [redacted] on February 24, 2017, all charges collected on January 20, have been refunded and Ms [redacted] has agreed to close all complaints open with the Revdex.com and the Federal Communications CommissionWe 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 expressed his dissatisfaction with problems encountered during the course of setting up his GreatCall service and activating his Jitterbug Flip handsets We appreciate the opportunity to respond to [redacted] complaint and have completed a review of his GreatCall account Our records show that [redacted] established his account on 5/4/with the direct purchase of two Jitterbug Flip cell phonesAfter encountering a problem with the activation of the Jitterbug Flip phones, replacement phones were issued at no charge and GreatCall exercised due diligence to resolve any outstanding issues with the setup of [redacted] servicesRegretfully, on 5/24/2016, [redacted] cancelled his account and was provided the appropriate return information 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 have received the refund check and consider this matter 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 submitted additional comments regarding her complaint We are sorry to see that [redacted] does not trust that GreatCall would send her a pre-paid return label, but we can confirm that such label was in-fact mailed to [redacted] on 5/31/Additionally, as we previously stated, because the phone could not be activated; GreatCall will issue a full refund and [redacted] will not be assessed the order restocking fee as incorrectly quoted by our Technical Support representativeWe apologize for the miscommunication and have documented [redacted] account to reflect that a full refund should be issuedGreatCall cannot refund the return shipping charges incurred by [redacted] as she elected to send the return at her expense rather than wait for the pre-paid return label Refunds are issued within days of the return being received in GreatCall’s warehouseSuch time is necessary to allow for delivery sorting, account notations and a refund request being submitted out Financial Processing department We apologize for any inconvenience this situation may have caused Best Regards
Re: [redacted] To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint [redacted] has expressed her dissatisfaction with charges posted to her credit/debit card for a Jitterbug Flip cell phone that could not be activated We appreciate the opportunity to respond to [redacted] complaint and have completed an audit of her GreatCall account Our records indicate that on 5/11/2016, [redacted] submitted her activation request using our website, [redacted] [redacted] was charged a one-time service activation fee of $plus taxA total of $was collected from a [redacted] card ending in***After submitting her activation request online, [redacted] placed a call to our Customer Service to report that she was unable to complete the final programing of the Jitterbug Flip cell phone Our Customer Service representative attempted to assist [redacted] with the activation of her Jitterbug Flip cell phone, but during the course of this conversation, [redacted] stated that she would get back to us and ended the callRegretfully, [redacted] did not get back to us and her account remained open and activeAs a result of the account remaining open and active, monthly service charges for May and June, were generated On 6/22/2016, [redacted] placed a call to our Customer Service to question the invoice that she received by mailAt that time, our Customer Service representative advised [redacted] that her account was still open and active and offered to close the accountPrior to completing the request, [redacted] ended the call Per [redacted] request, we have disconnected the account and cleared the monthly service chargesAdditionally, because the phone could not be activated, a full refund of the service activation fee ($30.02) will be refunded to the credit or debit card from which it was collectedThe refund should post to [redacted] account within the next business days We apologize for any inconvenience this situation may have caused Best Regards
Hello, We have received a request for the Customer Contract/AgreementGreatCall wireless service is not contracted and is a month-to-month serviceIncluded with the user guide (attached) are the Terms and Conditions along with the Customer AgreementOn page 176, under section 3.1, the day return policy can be found To prevent further escalation of this matter, we have issued refunds to [redacted] ;s credit card on filePlease see attached correspondence [redacted] GreatCall Customer Satisfaction
RE: [redacted] To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint [redacted] has supplied additional comments regarding his complaint While we understand that [redacted] is concerned with having received an indication of high call volume during his attempt to test the service, we wish to advise him that calls to our 5Star emergency response center are typically answered within to seconds and no recording is playedOur 5Star emergency response agents are certified by the National Academy of Emergency Dispatchers and are obligated to follow the established process for the emergency being reportedIn cases of high call volume, where an agent is not immediately available, a recording will play to advise the customer of the delay and these calls are typically answered within seconds We regret that [redacted] was not satisfied with the results of his test call attempted on 6/14/2016; however, we are unable to grant his request for a refund as he is outside of our day return period We apologize for any inconvenience this situation may have caused Best Regards
Hello,Business response is below[redacted] GreatCall Operations----------------------------------------------------------------------...⇄ [redacted] Account [redacted] File [redacted] To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint [redacted] has reported that an issue she encountered while using the GreatCall Link application went unresolved and has requested for a refund of the full monthly service charges associated with the use of the Jitterbughandset during the time which she encountered the unresolved issue We appreciate the opportunity to respond to [redacted] complaint and have completed an audit of her GreatCall account Our records show that on 7/2/2015, [redacted] established an account for phone service with the optional 5Star Urgent Response feature enabled on a Jitterbugcell phone purchased at a local [redacted] department store [redacted] provided the name of [redacted] as the user of the service with herself listed as the primary billing contact On September 31, 2015, [redacted] first reports an issue with the GreatCall Link app downloaded to her mobile phoneAt this time [redacted] does not have the Jitterbugcell phone with her to conduct full troubleshooting [redacted] is provided with tips that may assist with resolving the reported issue and is further advised to call back if the problem persistsOn 10/6/2015, [redacted] once more reports an issue with the GreatCall Link appThe issue is escalated to our product testing and development staff for reviewOn 10/21/2015, [redacted] reported issue was resolved by having [redacted] power cycle his Jitterbughandset by powering it off and then back onAt this time the Jitterbugsoftware was also updated and [redacted] acknowledged that the mobile app appeared to be functioning properlyOn 11/6/2015, 11/12/and 11/13/a member of our Technical Support Staff placed follow up calls to [redacted] at phone number [redacted] Our records show that voicemail messages were left for [redacted] and she was advised to call GreatCall if any issues have been experiencedOn 11/13/2015, [redacted] returned our call’s from Technical Support and reported that the Link app was not working to her likingA detailed report of [redacted] complaint was once more escalated to our product testing and development staff for review On 11/27/2015, per [redacted] request, her account is scheduled for cancellationAt this time, a $refund is applied to [redacted] credit/debit card on fileThis refund constitutes the portion of the monthly service charge that accounts for access to the GreatCall Link appWe have determined that no further refund is merited as neither the phone service nor the 5Star Urgent Response service were affected by the issue encountered with use of the GreatCall Link app We apologize for any inconvenience this situation may have caused and consider this matter resolved Best Regards
To Whom It May Concern:On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaintMs [redacted] is seeking a refund.We appreciate the opportunity to respond to Ms [redacted] ’s complaint and have completed an audit of her GreatCall accountOur records show that on April 28, 2017, Ms [redacted] activated a retail purchased Jitterbug Smart phoneOn May 8, 2017, Ms [redacted] called to advise that she exchanged the Smart phone at the retail store for a Jitterbug Flip phone and she needs to activate itWe processed a swap order of the line of service to the Flip phone and the phone was activated.On May 25, 2017, Ms [redacted] called to inquire about the coverage in her areaShe stated that the area is heavily wooded and she was experiencing static and dropped callsOur agent checked the coverage area and our information showed that it was good, however, things such as topography can interfere with the signal.On July 28, 2017, Mr [redacted] called to troubleshoot the phone as it would not chargeTroubleshooting was performed and a warranty replacement was sentThe phone was delivered and activated on August 2, On August 7, 2017, Ms [redacted] called and stated that the four phones she had, had no coverage and she wanted to return the current phone for a refundWe advised that we could cancel the account and refund the last month’s service fee, however, due to usage and being beyond the 30-day return policy, there would be no refund for the cost of the phone, but that we would refund the most recent monthly service fee, she understood and the refund was processedMs [redacted] called a few hours later from the retail store where she purchased the phone and they told her that GreatCall would need to process the refundShe said that she has had two Smart phones and three Flips and that none of them have workedOur agent reviewed and stated that the issue is with coverageMs [redacted] , she insisted that the phones were defective and asked that we speak with her son ***Our agent review with ***, offered a replacement, this was declined and then conferred with leadershipThe agent then advised that we would refund the cost of the phone, once it was returned to GreatCall and the return address information was given.The phone was received at GreatCall’s returns center, but it was not reported to Financial Service and the refund was not processed.Our records show that with the three phones that were active on the account, minutes were usedBased on Ms [redacted] ’s statement that she lived in a heavily wooded area, her issue may have been the signal strengthAlthough GreatCall believes there were no defects in the phones, we have processed a check refund order in the amount of $80.99, to be mailed to the billing address on file on October 2, The refund amount was determined by the cost of the Jitterbug Flip at the time of purchase from Best Buy, $and applicable taxesWe 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 have asked for the email address of their CEO, which was not provided I have asked for an adjustment to the final bill, which was not provided Sending me to their "customer service" does not qualify as a resolution They state they were unable to find account information Account name: [redacted] ; account phone number: [redacted] Regards, [redacted]
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, First of all it was a template and standard response, and still the question remains why are they selling the service and only using a recorded message, to respondAlso due to the fact that the service is flawed and they have over sold and lied about it, I still request the refund of the amount statedThey have not answered any questions and have not responded with any factor of good faith, I want a written record of what and how they are going to fix there problemsI still feel since I was lied too and the service is a scam I want a refund Thank you for your time [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I do see these credits to my card which, but so far do not see requested refund for the purchase of phone and service which totals to $16223.3723.3020.38Thank you for your help and helping other consumers Regards, [redacted]
Re: [redacted] To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint [redacted] has responded with the information necessary to locate the records for GreatCall subscriber [redacted] [redacted] was previously asked to contact our Customer Service as he had not provided the necessary information to locate the records in question Our records show that [redacted] initially established service with GreatCall on 1/11/with the activation of a Jitterbug cell phone purchased from a retail locationOn 2/10/2016, a GreatCall Splash device was ordered directly from GreatCall and shipped to [redacted] Beginning in May 2016, [redacted] reported that the GreatCall Splash device was not holding a charge for an acceptable period of timeOur Customer Service and Technical Support conducted the proper troubleshooting steps to assist [redacted] and a Warranty Replacement order was submitted on 5/19/Typically, when a handset or device is deactivated as part of a troubleshooting or replacement process, our representatives are required to inform the customer of the device/handset status that is in their possessionWe apologize if this information was not provided to [redacted] at the time that a replacement device order was submittedOur Quality Assurance team will review this call and provide any necessary feedback to the representative who handled this call from [redacted] On 5/27/2016, [redacted] placed a follcall to our Customer Service to check on the status of the replacementAt that time, [redacted] was advised that a technical problem had prevented the processing of the replacement order [redacted] was connected with a Customer Service Supervisor who attempted to address [redacted] ’s concernsWe show that during this call, [redacted] ’s account, including all the associated services, was closedOur Quality Assurance team will review this call and provide any necessary feedback to the representatives who handled this call from [redacted] On 5/29/2016, [redacted] placed another call to our Customer Service to ask why the cell phone service was disconnectedOur Customer Service representative explained that the service was disconnected during [redacted] ’s previous conversation with GreatCallAt that time the Jitterbug cell phone service was reconnectedOn 6/7/2016, the cell phone service number was transferred to a new carrier and [redacted] ’s account was closed We wish to advise [redacted] that GreatCall strives to provide the highest level of Customer Service possible and are disappointed to see that we could not resolve [redacted] ’s problem in a more efficient mannerAs requested, the closing balance on the account has been cleared and [redacted] can disregard any notices requesting payment that are dated prior to 7/1/We will take the necessary steps to review [redacted] ’s calls to GreatCall regarding this situation and will provide any appropriate feedback to our representatives that we determine to be necessary 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 added additional information.GreatCall has no record, prior to 11/7/16, the date of cancellation, that [redacted] was experiencing an issue with the phoneOur agent offered to troubleshoot the phone at that time but [redacted] did not have the phoneThe phone had considerable usage, minutes the first month and the second month indicating that the phone was working properlyGreatCall did send a usage notification to the Jitterbug phone on 10/22/and we show that the call was answeredThe 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 days [redacted] was outside of the days and therefore no refund is due.We apologize for any inconvenience this situation may have causedBest Regards
Re: [redacted] ***_ Account [redacted] _ File [redacted] To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint [redacted] has reported that GreatCall has failed to provide him with a refund for the credit balance on his account We appreciate the opportunity to respond to [redacted] ***’s complaint and have completed a review of GreatCall account [redacted] Our records show that [redacted] ***’s GreatCall account was cancelled on 11/9/At the time the account was closed, a credit balance of $was available for refundingUpon further request from [redacted] ***, an additional $was approved to be included in the refundable amount, bringing the total refund due to $ Per standard procedure, the request was sent for review and processing by GreatCall’s Financial Services departmentUpon the completion of the review, a check refund was requested for the next available processing dateBecause the final review was completed in December 2015, the check refund could not be issued until the next scheduled processing which was set to occur in the first week of January Our records show that on 1/4/2016, a check in the amount of $was mailed to [redacted] at the address on record: [redacted] ***On 1/15/2016, in response to the above referenced complaint and the documented check processing a GreatCall representative attempted to call [redacted] at [redacted] and [redacted] to confirm that the check was receivedGreatCall regrets to report that [redacted] did not answer our calls for confirmation We apologize for any inconvenience this situation may have caused and advise [redacted] to call our Customer Service at [redacted] between 5am and 9pm pacific time if he has not received the refund check that has been mailed out 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] 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/with the online activation of a Lively Alert deviceShe chose our Ultimate Health and Safety plan and accepted auto pay with the [redacted] used to process the activation feeOn 9/26/16, the September monthly service fee generated for 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 monthThe request was made for the cycle date change and although the change completed this same day, it can take days or one billing cycle for the system to updateAlso on this day, the auto payment of $processed to the [redacted] on file On 10/26/16, the October monthly service fee generated for $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 $to the credit card and the payment was reversedThe balance of $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 $On Sunday, 11/6/16, an online payment was processed for $using a [redacted] ending in ***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 $On this same day the auto payment of $process resulting in a double payment [redacted] called our customer service on 11/8/stating she would like to disconnect due to being charged twiceOnce GreatCall was aware of the issue our agent reversed the charge of $to the [redacted] ending in ***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, this letter is submitted in response to the above-referenced complaint [redacted] has requested cancellation of [redacted] GreatCall account We appreciate the opportunity to respond to [redacted] complaint and have completed a review of [redacted] GreatCall account Our records show that on 5/10/ [redacted] placed a call to our Customer Service to report that the account has not been closed as previously requestedIn speaking with our Customer Service representative, [redacted] stated that she mailed a written request for cancellation to our payment processing center in [redacted] but regretfully overlooked the correct address for written correspondence to our Customer Service as printed on page of the monthly service statement under the “More Information” section of the bill This call to our Customer Service is considered to be the first true and correct request for cancellation of [redacted] accountUnfortunately, during the course of this conversation, our Customer Service representative failed to process the cancellation of the account as requested by [redacted] *** On 6/7/2016, [redacted] reported to our Customer Service that [redacted] account had not been closed as requested on 5/10/At that time, our Customer Service closed the account and issued a credit to the bill to remove the charges generated after the first true and correct request for cancellation on 5/10/The closing balance on the account is $Such closing balance consists only of the monthly service charges generated prior to the first true and correct request for cancellation received on 5/10/ The closing balance is considered to be due and payable; payment can be remitted to the below address and the customer is reminded to include their GreatCall account number, [redacted] , in the memo section of their check or money order GreatCall Payments P.OBox Dallas, TX We apologize for any inconvenience this situation may have caused Best Regards
To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint [redacted] has requested that the refund for his initial order be processed immediately as the product has been returned to GreatCall on 3/9/We appreciate the opportunity to review this complaint and respond to the customer’s request Our records indicate that on 2/26/2015, [redacted] placed an order for two (2) GreatCall handsets and charged the order to a [redacted] debit or credit card ending ***Upon the completion of his order, this request was forwarded to our Shipping and Receiving team for processingThe initial order consisted of the following: GreatCall TouchSmartphone $JitterbugFlip Phone $Service Activation Fee $Standard Shipping Fee $Applicable State and Local Taxes $ Total initial charge $The following day, 2/27/2015, [redacted] called our Customer Service to request that his order be cancelledDuring the conversation on 2/27/2015, [redacted] was advised that the order had been shipped and was provided the UPS tracking number for referencePer his request, the account was closed and [redacted] was advised to refuse the delivery or mark the unopened box with “return to sender” so that a full refund could be issuedThe return package was received on 3/9/and a notice was sent to our Financial Services Processing team to advise them that the order could be refundedOur Day Return Policy states that all approved refunds will be processed within days of the merchandise being received in like new conditionOn 3/25/2015, a full refund in the amount of $was processed to the above mentioned debit or credit cardWe kindly ask that [redacted] confirm this refund has been received by calling the toll free number for Customer Service printed on the reverse of his debit or credit cardWe apologize for any inconvenience this situation may have caused and consider this matter resolved unless the Revdex.com has any further questions or requires additional information If you have any further questions, please contact me.Best Regards
Re: [redacted] _ 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 complaintPer our conversation with Ms [redacted] on February 24, 2017, all charges collected on January 20, have been refunded and Ms [redacted] has agreed to close all complaints open with the Revdex.com and the Federal Communications CommissionWe apologize for any inconvenience this situation may have causedBest Regards
Please do not close per your email todayThis is my responseGreat Call must refund as promisedThank you
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 expressed his dissatisfaction with problems encountered during the course of setting up his GreatCall service and activating his Jitterbug Flip handsets We appreciate the opportunity to respond to [redacted] complaint and have completed a review of his GreatCall account Our records show that [redacted] established his account on 5/4/with the direct purchase of two Jitterbug Flip cell phonesAfter encountering a problem with the activation of the Jitterbug Flip phones, replacement phones were issued at no charge and GreatCall exercised due diligence to resolve any outstanding issues with the setup of [redacted] servicesRegretfully, on 5/24/2016, [redacted] cancelled his account and was provided the appropriate return information We apologize for any inconvenience this situation may have caused Best Regards