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 complaintAll GreatCall representatives are required to set the proper expectations regarding any company policy and we apologize for any miscommunication or misunderstanding on either party’s side at the time of the initial orderAs a one-time courtesy, we will refund the shipping and restocking fees to the Visa card ending ***.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 submitted a complaint related to a refund request that has been denied [redacted] further asserts that GreatCall was not to initiate her service until such time as specified by [redacted] We appreciate the opportunity to respond to [redacted] ’s complaint and have completed an audit of her GreatCall account Our records indicate that [redacted] ’s account was established on 11/18/2015, with the direct phone order of a GreatCall Splash medial alert response deviceIn reviewing the audio recording of [redacted] ’s call to place her order; we can confirm that [redacted] did not specify or request any particular date for the connection of servicesWe can also confirm that our representative correctly advised [redacted] that the service would be ready for use upon delivery of the device and that [redacted] was correctly advised that she could review her monthly billing charges and confirm her monthly bill cycle date by creating and accessing her account online through our customer account portal website, [redacted] As outlined in our Terms and Conditions that are enclosed with the Splash device, GreatCall will refund orders when notified of a customer’s intention to cancel service within the first daysAdditionally, we see that [redacted] mailed our Customer Service a letter to indicate her intent to return the deviceThis letter was reviewed on 3/12/and a Customer Service representative attempted to contact [redacted] by phone at the contact number provided at the time of the order, but was unable to reach her [redacted] was not given authorization to return her device to GreatCall, but none the less, elected to mail the device back to GreatCall The return package was received on 3/21/On 3/30/2016, GreatCall placed a call to [redacted] and advised her that we cannot accept the returnAdditionally, [redacted] was asked if we should mail the device back to her or send it for recycling [redacted] elected to end the call without providing any instruction and so the device was sent for recycling GreatCall regrets that we are unable to process the requested refund due to the time that lapsed between the initial ordering and establishment of the service and [redacted] ’s request for cancellation and refunding We apologize for any inconvenience this situation may have caused Best Regards
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 complaintDavid Weitz has requested that his closing balance be cleared because he processed a rate plan change We appreciate the opportunity to respond to [redacted] complaint and have completed a review of his GreatCall account Our records show that [redacted] was subscribed to our Unlimited calling plan for the 2/17/to 3/16/billing periodHad [redacted] changed his rate plan prior to 3/16/2016, the retroactive change would have resulted in overage charges on the following month’s billWe apologize that our Customer Service representative did not offer to credit the difference at the time of the request by phone The closing balance of $has been cleared from the account and the bill mailed to [redacted] can be disregardedShould [redacted] wish to reinstate his service, our Customer Service can re-enable service to the Jitterbughandset 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] is requesting reimbursement for return shipping charges incurred as a result of returning his Jitterbugcell phone under our day return policy We appreciate the opportunity to respond to [redacted] complaint and have completed a review of his GreatCall account Our records show that [redacted] account was established on 6/4/with the direct order of a Jitterbugcell phoneOn 6/12/2015, [redacted] placed a call to our Customer Service to report that he did not authorize automatic billing on his accountDuring this call, [redacted] also stated that he was offered free accessories at the time of his order and that these accessories were not included with his phone packagePrior to our representative being able to send the additional items at no charge, [redacted] ended the call by hanging up Although our representative called him back to offer the accessories at no charge and resolve the complaint, [redacted] again elected to end the conversation by hanging up with the representativeOn 6/13/2015, [redacted] placed another call to our Customer Service to request cancellation and be provided the returns addressDuring this call, [redacted] expressed that he did not want any assistance; he just wanted to return the phoneOur representative closed his account and provided the returns address Under our day return policy, the customer is responsible to return the product at their expense and therefore we cannot reimburse him for charges that were not collected by GreatCall Additionally, under our day return policy; the original $shipping charge, a $restocking fee and applicable taxes are retained from the initial orderBecause [redacted] disputed the purchase with his credit card issuer, he was provided a full refund of his initial orderGreatCall billed [redacted] for the aforementioned shipping and restocking fees and when the fees went unpaid, [redacted] account was referred to collectionsAs a courtesy, we will waive the shipping and restocking fees [redacted] account will be removed from collections 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 believe that the company is not going to refund my money, and I feel that they truly believe what happen and that they have no liability, when there prior remarks they feel there was no malfunction, and they believe thatEven tho the system did not work and according to several websites this is a on-going problem So I do still believe they owe me my refund and it truly is over but I was only requesting the monthly fee, and since they have no intention of any good faithThey are a scam, and have no sense of responsibility for myself or any of there customers, I have a interview scheduled with a NBC affiliate and see If they are interested in my story of the malfunction being heardAlso we have contacted the Attorney General Of California and filed a Scam and fraud complaint So Please forward this to the Great Call Star team and we can try one more time to refund what I believe is a small part of what is owed, But I believe that many senior citizens are suffering and that is sad Revdex.com Of San Diego County thank you for taking your time with this, sorry this company does not feel they owe me my money backI'm sure I'm just a spot of what they are doing to people, I'm sad I really was hoping they would own up to the failure and refund what I believe would show they have good faith, but they have none, and truly they only care about money [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 reported that GreatCall has not yet processed a refund due for a returned handset within our Day Return Period We appreciate the opportunity to respond to [redacted] complaint and have completed a review of her GreatCall account Our records show that [redacted] established her GreatCall service on 4/20/with the direct order of a Jitterbug Flip cell phoneOn 4/26/2016, [redacted] attempted to complete the programming of the phoneDue to a network connectivity issue, the Jitterbug Flip was no able to complete the final programming and our Technical Support submitted a request for a replacement phone to be shipped to [redacted] ***Prior to the replacement phone being shipped, [redacted] notified GreatCall that she wished to discontinue service and did not want the replacement phone sent to herPer her request, the order was stopped and she was provided with a prepaid shipping label to return the phone which would not activate The prepaid return shipping label provided by GreatCall, [redacted] , shows that [redacted] returned the Jitterbug Flip cell phone in a timely manner and that we have received the phone on 5/10/For an undetermined reason, our Shipping and Receiving warehouse has not noted that the package was received and checked in for returnWe apologize for the oversight and the unusually long time for the refund to be processedA request for a full refund has been submitted to our Financial department on 5/27/and [redacted] can expect the refund to be posted to her account within the next three to five business days We apologize for any inconvenience this situation may have caused Best Regards
To Whom It May Concern:On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and [redacted] Response, this letter is submitted in response to the above-referenced complaint.We appreciate the opportunity to respond to Mr [redacted] ’s complaint and have completed a review of his GreatCall account.Our records indicate that Mr [redacted] established service on March 10, 2017, with the direct order of a Jitterbug TouchsmartphoneWe see that our Customer Service worked diligently to assist Mr [redacted] with any issue that he may have encountered during the time that his service was activeOn June 21, 2017, a pre-activated replacement was ordered because we were unable to replicate the issues being reported to us over the phone by Mr [redacted] During the course of providing service to Mr [redacted] , we see that used in excess of 3,talk-time minutes and over megabytes of Mobile Data; on two occasions exceeding the limit of the rate plan that he selected, resulting in overage chargesOverage charges are detailed on page three of the monthly invoicesLastly, on July 26, 2017, Mr [redacted] closed his account by porting his service number to a new carrier.We apologize for any inconvenience that Mr [redacted] may have experienced during this time.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 the issue encountered during her attempts to activate a GreatCall Splash device for use by [redacted] *** We appreciate the opportunity to respond to [redacted] complaint and have completed a review of her GreatCall account Our records show that [redacted] established her service on 5/10/with the direct purchase of the GreatCall Splash deviceOn 5/21/2016, [redacted] reported to our Customer Service that she was unable to complete the activation of the deviceOn 5/23/2016, [redacted] again attempted the activation of her GreatCall Splash device and reported to our Customer Service that she was again unsuccessful and further requested that a replacement device be shipped to her Because the device could not be activated, our Customer Service representative submitted an order for a Warranty Replacement device to be shipped to [redacted] After this replacement order was submitted, our Systems Developers identified a network issue that prevented any new activations from completing and determined that the failed activation issue being encountered was related to the network issue and was not due to a defect of the device itselfAt that time, replacement orders were ceased and GreatCall began to contact all subscribers whose devices could not be activated so that retry efforts could be conducted Regretfully; before we could make contact with [redacted] so that we could successfully complete the activation of her GreatCall Splash, she called our Customer Service and requested cancellation of her accountPer [redacted] ’s request, her account was closed and a pre-paid shipping label was mailed to her address to facilitate the return of the GreatCall Splash deviceA full refund of the initial order and the monthly service charge collected will be issued within days of the return being received at GreatCall’s returns warehouse 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 complaintWe appreciate the opportunity to respond to Ms [redacted] ’s complaint rebuttal.As previously stated, on 7/7/2017, GreatCall received a charge back from [redacted] for $53.43, the purchase price of the Lively and these funds were immediately taken from GreatCall and returned to Ms [redacted] ’s credit card ending in ***Ms [redacted] will need to follow up with her credit card company as GreatCall considers this matter to be closedWe apologize for any inconvenience this situation may have caused.Best Regards
Re: [redacted] ***_ Account 2105706_ File [redacted] To Whom It May Concern:On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaintMs [redacted] *** would like her account closedWe appreciate the opportunity to respond to Ms***’ complaint and have completed an audit of her GreatCall accountOn 7/31/2017, Ms*** called to cancel her GreatCall accountOur agent offered to assist with the use of her phone, but Ms [redacted] declinedThe disconnect order was processed and set to complete at the end of the current bill cycle, 8/19/We advised Ms [redacted] that per GreatCall’s cancellation policy, her phone will be available until the end of the current bill cycle and that if she goes over on her usage, she will be charged Per GreatCall’s Customer Agreement, as found in the user guide, packaged with the phone and which can be found at our webpage, https://www.greatcall.com/legal/customer-agreement, If for any reason, you are not completely satisfied with your service and you wish to cancel, you’ll be able to do soIf you wish to cancel your service before the end of a given month, you’ll be responsible for any account charges and overages through the date of your final bill.Since Ms***’ states that she is not using her phone, we have disconnected the account as of today, 8/4/and the current balance is zero.We apologize for any inconvenience this situation may have caused.Best Regards
Re: [redacted] To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint [redacted] has requested a refund under our 30-day return policy 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 9/16/2016, with the activation of a GreatCall Lively Alert device [redacted] was charged the standard service activation fee of $plus tax, totaling $The service activation fee was collected using a [redacted] ending [redacted] After submitting his activation request online, the device was successfully activated We see that on 9/16/2016, [redacted] placed a call to our Emergency Response Center but the call was dropped/abandoned prior to a representative answering the callPer our established protocol, we followed up by placing a call to the subscriber’s home phone number on recordThe notes for this incident indicate that the subscriber was contacted at their home phone number on record and that they confirmed that [redacted] was safe and not in need of any emergency response assistance On 9/19/2016, [redacted] contacted our Customer Service and per his request, the account was closedAt that time, [redacted] was advised that a refund for the service activation fee would be issued within business days and that a $restocking fee (plus applicable tax) would retainedOn 10/12/2016, a refund of $was issued to [redacted] ***’s [redacted] ending *** 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 do not accept the decision made by GreatCall The service is marketed to seniors for ease of use Issue after issue has been reported to the company regarding the use of phone, faulty product, etc In addition, seniors are often the victim of unwanted calls from solicitors In attempt to block these calls, I made a call to the provider and was informed the product did not have the capacity to block numbers! This is an outrage Cell phones in this day and age all provide the opportunity to block numbers This phone does not have the technical capability, information I was not provided upon sale Many Non-truths were stated to me by the original sales representative at time of purchase If I had been given accurate and honest information, this product would have never been purchased Marketing, and sales techniques are fraudulentI demand my purchase price of the cell phone given the phone cannnot be used with any other provider, and it is faulty, needing the battery to be pulled from the unit multiple times to restart the service Regards, [redacted]
As stated in the previous response, customer should allow 3-business days for refund to post to their accountWhile we understand the customer's hesitation, GreatCall will have no way of determining when the customer's bank/credit institution has posted the credit and will not be able to respond with a confirmation
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] is seeking a credit of $ We appreciate the opportunity to respond to [redacted] ‘complaint and have completed an audit of his GreatCall account Our records show that [redacted] established his account on 4/30/with the direct purchase of a Jitterbug J phone [redacted] choose the Premium plan that offered anytime minutes and unlimited nights and weekends GreatCall will periodically change our rate plans to better fit our customer’s needsFor privacy and security, GreatCall cannot make changes to an account without permission from the customer and as such we do not automatically update the plan when changes occur The most recent plan change occurred in April of this year, after [redacted] cycle dateAs a onetime courtesy we have placed a credit of $to [redacted] account for the months of service (May through September) 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 submitted additional comments regarding her complaint As previously mentioned, we received a call on 4/23/in which [redacted] stated his intention to transfer the mobile service number from GreatCall to a new carrierAs such, the account was left open and active to allow for the port out processGreatCall has no record of a separate call for cancellation being received on 4/25/as stated in [redacted] ’s additional commentsAs previously determined, no further refunds are merited 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] was dissatisfied with an application he had and couldn’t useAlso the cost to upgrade his phone was more than a retailer’s sale price and he did not get a free car charger We appreciate the opportunity to respond [redacted] complaint and have completed a review of his GreatCall account Our records show that [redacted] called our customer service on 7/1/to report issues with his voice mail application on his original Jitterbug Dial phone that he purchased on 12/31/Our agent explained that with the newer software, his current phone was not capable of receiving the necessary update for the voice mail to work and a $credit was applied to the account for the months of voice mail service The agent advised [redacted] that he would need to upgrade his phone if he wanted the voice mail feature and could do so for $plus $for ground shipping or $for expedited shipping as well as any applicable taxes [redacted] stated that he saw the phone at [redacted] for $and the agent advised that [redacted] could purchase the phone from [redacted] and instructed him to call us when he has the phone so we could activate with his current phone number Although the voice mail feature did not work, the phone was still able to make and receive calls at this time [redacted] called again on 7/1/with the newly purchased Jitterbug Flip and our agent activated the phone with his existing number The retail price of GreatCall’s current model phone, the Jitterbug Flip, is $and we offer our existing customers a $discount when purchasing an upgrade from GreatCallGreatCall is not responsible for setting prices at retail storesRetailers are provided a suggested retail price, but are free to charge any amount they see fitAdditionally, the free car charger mentioned on the box will automatically ship to [redacted] in 2-weeks We apologize for any inconvenience this situation may have caused Best Regards
I understand the $fee, why the additional charge of $12.32? The phone that I returned was in the same condition as I received and I checked the minutes used and it was 23minutes Please explain I do not appreciate being abused I should be entitled to a full refund You should stand behind your advertisement and stop ripping off senior citizens Regards, [redacted] ***
Re: [redacted] _ Account [redacted] File [redacted] To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaintMs [redacted] , an authorized user on the account, is dissatisfied because the account was not disconnected when she originally requestedWe appreciate the opportunity to respond Ms [redacted] ’s complaint and have completed an audit of Mr [redacted] ’s GreatCall accountMr [redacted] ’s account was established on January 26, 2016, with the activation of a retail purchased Lively MobileOn February 25, Ms [redacted] called in to ask why the account was still activeGreatCall advised Ms [redacted] that we never received a previous request to cancel the service and that is why the account was still activeMs [redacted] requested the account be disconnected and GreatCall cancelled the accountAlthough GreatCall has no previous record of a request to disconnect, we will as a courtesy provide a refund for the last six months of serviceA refund in the amount of $has been processed back to the card on fileGreatCall strives to provide the highest quality service available and we appreciate the feedback Ms [redacted] providedWe apologize for any inconvenience this situation may have causedBest Regards
Re: [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 complaintWe appreciate the opportunity to respond to Ms [redacted] ’s complaint and have completed a review of her GreatCall accountOur records indicate that Ms [redacted] ’s account was established on February 26, 2017, with the direct order of a Jitterbug Smart touchscreen phoneOn March 3, 2017, Ms [redacted] contacted our Customer Service to close her account and obtain the returns addressA refund, pursuant to our 30-Day Return Policy, was issued on March 15, As indicated in our 30-Day Return Policy, the original shipping charges are non-refundable and a $restocking fee is retained from the original sales transaction GreatCall’s 30-Day Return Policy is printed in the Terms and Conditions section of the User Guide packaged with the handset and is available for review on our website, https://www.greatcall.com/legal/guaranteeWe 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] _ 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 complaintAll GreatCall representatives are required to set the proper expectations regarding any company policy and we apologize for any miscommunication or misunderstanding on either party’s side at the time of the initial orderAs a one-time courtesy, we will refund the shipping and restocking fees to the Visa card ending ***.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 submitted a complaint related to a refund request that has been denied [redacted] further asserts that GreatCall was not to initiate her service until such time as specified by [redacted] We appreciate the opportunity to respond to [redacted] ’s complaint and have completed an audit of her GreatCall account Our records indicate that [redacted] ’s account was established on 11/18/2015, with the direct phone order of a GreatCall Splash medial alert response deviceIn reviewing the audio recording of [redacted] ’s call to place her order; we can confirm that [redacted] did not specify or request any particular date for the connection of servicesWe can also confirm that our representative correctly advised [redacted] that the service would be ready for use upon delivery of the device and that [redacted] was correctly advised that she could review her monthly billing charges and confirm her monthly bill cycle date by creating and accessing her account online through our customer account portal website, [redacted] As outlined in our Terms and Conditions that are enclosed with the Splash device, GreatCall will refund orders when notified of a customer’s intention to cancel service within the first daysAdditionally, we see that [redacted] mailed our Customer Service a letter to indicate her intent to return the deviceThis letter was reviewed on 3/12/and a Customer Service representative attempted to contact [redacted] by phone at the contact number provided at the time of the order, but was unable to reach her [redacted] was not given authorization to return her device to GreatCall, but none the less, elected to mail the device back to GreatCall The return package was received on 3/21/On 3/30/2016, GreatCall placed a call to [redacted] and advised her that we cannot accept the returnAdditionally, [redacted] was asked if we should mail the device back to her or send it for recycling [redacted] elected to end the call without providing any instruction and so the device was sent for recycling GreatCall regrets that we are unable to process the requested refund due to the time that lapsed between the initial ordering and establishment of the service and [redacted] ’s request for cancellation and refunding We apologize for any inconvenience this situation may have caused Best Regards
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 complaintDavid Weitz has requested that his closing balance be cleared because he processed a rate plan change We appreciate the opportunity to respond to [redacted] complaint and have completed a review of his GreatCall account Our records show that [redacted] was subscribed to our Unlimited calling plan for the 2/17/to 3/16/billing periodHad [redacted] changed his rate plan prior to 3/16/2016, the retroactive change would have resulted in overage charges on the following month’s billWe apologize that our Customer Service representative did not offer to credit the difference at the time of the request by phone The closing balance of $has been cleared from the account and the bill mailed to [redacted] can be disregardedShould [redacted] wish to reinstate his service, our Customer Service can re-enable service to the Jitterbughandset 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] is requesting reimbursement for return shipping charges incurred as a result of returning his Jitterbugcell phone under our day return policy We appreciate the opportunity to respond to [redacted] complaint and have completed a review of his GreatCall account Our records show that [redacted] account was established on 6/4/with the direct order of a Jitterbugcell phoneOn 6/12/2015, [redacted] placed a call to our Customer Service to report that he did not authorize automatic billing on his accountDuring this call, [redacted] also stated that he was offered free accessories at the time of his order and that these accessories were not included with his phone packagePrior to our representative being able to send the additional items at no charge, [redacted] ended the call by hanging up Although our representative called him back to offer the accessories at no charge and resolve the complaint, [redacted] again elected to end the conversation by hanging up with the representativeOn 6/13/2015, [redacted] placed another call to our Customer Service to request cancellation and be provided the returns addressDuring this call, [redacted] expressed that he did not want any assistance; he just wanted to return the phoneOur representative closed his account and provided the returns address Under our day return policy, the customer is responsible to return the product at their expense and therefore we cannot reimburse him for charges that were not collected by GreatCall Additionally, under our day return policy; the original $shipping charge, a $restocking fee and applicable taxes are retained from the initial orderBecause [redacted] disputed the purchase with his credit card issuer, he was provided a full refund of his initial orderGreatCall billed [redacted] for the aforementioned shipping and restocking fees and when the fees went unpaid, [redacted] account was referred to collectionsAs a courtesy, we will waive the shipping and restocking fees [redacted] account will be removed from collections 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 believe that the company is not going to refund my money, and I feel that they truly believe what happen and that they have no liability, when there prior remarks they feel there was no malfunction, and they believe thatEven tho the system did not work and according to several websites this is a on-going problem So I do still believe they owe me my refund and it truly is over but I was only requesting the monthly fee, and since they have no intention of any good faithThey are a scam, and have no sense of responsibility for myself or any of there customers, I have a interview scheduled with a NBC affiliate and see If they are interested in my story of the malfunction being heardAlso we have contacted the Attorney General Of California and filed a Scam and fraud complaint So Please forward this to the Great Call Star team and we can try one more time to refund what I believe is a small part of what is owed, But I believe that many senior citizens are suffering and that is sad Revdex.com Of San Diego County thank you for taking your time with this, sorry this company does not feel they owe me my money backI'm sure I'm just a spot of what they are doing to people, I'm sad I really was hoping they would own up to the failure and refund what I believe would show they have good faith, but they have none, and truly they only care about money [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 reported that GreatCall has not yet processed a refund due for a returned handset within our Day Return Period We appreciate the opportunity to respond to [redacted] complaint and have completed a review of her GreatCall account Our records show that [redacted] established her GreatCall service on 4/20/with the direct order of a Jitterbug Flip cell phoneOn 4/26/2016, [redacted] attempted to complete the programming of the phoneDue to a network connectivity issue, the Jitterbug Flip was no able to complete the final programming and our Technical Support submitted a request for a replacement phone to be shipped to [redacted] ***Prior to the replacement phone being shipped, [redacted] notified GreatCall that she wished to discontinue service and did not want the replacement phone sent to herPer her request, the order was stopped and she was provided with a prepaid shipping label to return the phone which would not activate The prepaid return shipping label provided by GreatCall, [redacted] , shows that [redacted] returned the Jitterbug Flip cell phone in a timely manner and that we have received the phone on 5/10/For an undetermined reason, our Shipping and Receiving warehouse has not noted that the package was received and checked in for returnWe apologize for the oversight and the unusually long time for the refund to be processedA request for a full refund has been submitted to our Financial department on 5/27/and [redacted] can expect the refund to be posted to her account within the next three to five business days We apologize for any inconvenience this situation may have caused Best Regards
To Whom It May Concern:On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and [redacted] Response, this letter is submitted in response to the above-referenced complaint.We appreciate the opportunity to respond to Mr [redacted] ’s complaint and have completed a review of his GreatCall account.Our records indicate that Mr [redacted] established service on March 10, 2017, with the direct order of a Jitterbug TouchsmartphoneWe see that our Customer Service worked diligently to assist Mr [redacted] with any issue that he may have encountered during the time that his service was activeOn June 21, 2017, a pre-activated replacement was ordered because we were unable to replicate the issues being reported to us over the phone by Mr [redacted] During the course of providing service to Mr [redacted] , we see that used in excess of 3,talk-time minutes and over megabytes of Mobile Data; on two occasions exceeding the limit of the rate plan that he selected, resulting in overage chargesOverage charges are detailed on page three of the monthly invoicesLastly, on July 26, 2017, Mr [redacted] closed his account by porting his service number to a new carrier.We apologize for any inconvenience that Mr [redacted] may have experienced during this time.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 the issue encountered during her attempts to activate a GreatCall Splash device for use by [redacted] *** We appreciate the opportunity to respond to [redacted] complaint and have completed a review of her GreatCall account Our records show that [redacted] established her service on 5/10/with the direct purchase of the GreatCall Splash deviceOn 5/21/2016, [redacted] reported to our Customer Service that she was unable to complete the activation of the deviceOn 5/23/2016, [redacted] again attempted the activation of her GreatCall Splash device and reported to our Customer Service that she was again unsuccessful and further requested that a replacement device be shipped to her Because the device could not be activated, our Customer Service representative submitted an order for a Warranty Replacement device to be shipped to [redacted] After this replacement order was submitted, our Systems Developers identified a network issue that prevented any new activations from completing and determined that the failed activation issue being encountered was related to the network issue and was not due to a defect of the device itselfAt that time, replacement orders were ceased and GreatCall began to contact all subscribers whose devices could not be activated so that retry efforts could be conducted Regretfully; before we could make contact with [redacted] so that we could successfully complete the activation of her GreatCall Splash, she called our Customer Service and requested cancellation of her accountPer [redacted] ’s request, her account was closed and a pre-paid shipping label was mailed to her address to facilitate the return of the GreatCall Splash deviceA full refund of the initial order and the monthly service charge collected will be issued within days of the return being received at GreatCall’s returns warehouse 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 complaintWe appreciate the opportunity to respond to Ms [redacted] ’s complaint rebuttal.As previously stated, on 7/7/2017, GreatCall received a charge back from [redacted] for $53.43, the purchase price of the Lively and these funds were immediately taken from GreatCall and returned to Ms [redacted] ’s credit card ending in ***Ms [redacted] will need to follow up with her credit card company as GreatCall considers this matter to be closedWe apologize for any inconvenience this situation may have caused.Best Regards
Re: [redacted] ***_ Account 2105706_ File [redacted] To Whom It May Concern:On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaintMs [redacted] *** would like her account closedWe appreciate the opportunity to respond to Ms***’ complaint and have completed an audit of her GreatCall accountOn 7/31/2017, Ms*** called to cancel her GreatCall accountOur agent offered to assist with the use of her phone, but Ms [redacted] declinedThe disconnect order was processed and set to complete at the end of the current bill cycle, 8/19/We advised Ms [redacted] that per GreatCall’s cancellation policy, her phone will be available until the end of the current bill cycle and that if she goes over on her usage, she will be charged Per GreatCall’s Customer Agreement, as found in the user guide, packaged with the phone and which can be found at our webpage, https://www.greatcall.com/legal/customer-agreement, If for any reason, you are not completely satisfied with your service and you wish to cancel, you’ll be able to do soIf you wish to cancel your service before the end of a given month, you’ll be responsible for any account charges and overages through the date of your final bill.Since Ms***’ states that she is not using her phone, we have disconnected the account as of today, 8/4/and the current balance is zero.We apologize for any inconvenience this situation may have caused.Best Regards
Re: [redacted] To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint [redacted] has requested a refund under our 30-day return policy 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 9/16/2016, with the activation of a GreatCall Lively Alert device [redacted] was charged the standard service activation fee of $plus tax, totaling $The service activation fee was collected using a [redacted] ending [redacted] After submitting his activation request online, the device was successfully activated We see that on 9/16/2016, [redacted] placed a call to our Emergency Response Center but the call was dropped/abandoned prior to a representative answering the callPer our established protocol, we followed up by placing a call to the subscriber’s home phone number on recordThe notes for this incident indicate that the subscriber was contacted at their home phone number on record and that they confirmed that [redacted] was safe and not in need of any emergency response assistance On 9/19/2016, [redacted] contacted our Customer Service and per his request, the account was closedAt that time, [redacted] was advised that a refund for the service activation fee would be issued within business days and that a $restocking fee (plus applicable tax) would retainedOn 10/12/2016, a refund of $was issued to [redacted] ***’s [redacted] ending *** 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 do not accept the decision made by GreatCall The service is marketed to seniors for ease of use Issue after issue has been reported to the company regarding the use of phone, faulty product, etc In addition, seniors are often the victim of unwanted calls from solicitors In attempt to block these calls, I made a call to the provider and was informed the product did not have the capacity to block numbers! This is an outrage Cell phones in this day and age all provide the opportunity to block numbers This phone does not have the technical capability, information I was not provided upon sale Many Non-truths were stated to me by the original sales representative at time of purchase If I had been given accurate and honest information, this product would have never been purchased Marketing, and sales techniques are fraudulentI demand my purchase price of the cell phone given the phone cannnot be used with any other provider, and it is faulty, needing the battery to be pulled from the unit multiple times to restart the service Regards, [redacted]
As stated in the previous response, customer should allow 3-business days for refund to post to their accountWhile we understand the customer's hesitation, GreatCall will have no way of determining when the customer's bank/credit institution has posted the credit and will not be able to respond with a confirmation
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] is seeking a credit of $ We appreciate the opportunity to respond to [redacted] ‘complaint and have completed an audit of his GreatCall account Our records show that [redacted] established his account on 4/30/with the direct purchase of a Jitterbug J phone [redacted] choose the Premium plan that offered anytime minutes and unlimited nights and weekends GreatCall will periodically change our rate plans to better fit our customer’s needsFor privacy and security, GreatCall cannot make changes to an account without permission from the customer and as such we do not automatically update the plan when changes occur The most recent plan change occurred in April of this year, after [redacted] cycle dateAs a onetime courtesy we have placed a credit of $to [redacted] account for the months of service (May through September) 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 submitted additional comments regarding her complaint As previously mentioned, we received a call on 4/23/in which [redacted] stated his intention to transfer the mobile service number from GreatCall to a new carrierAs such, the account was left open and active to allow for the port out processGreatCall has no record of a separate call for cancellation being received on 4/25/as stated in [redacted] ’s additional commentsAs previously determined, no further refunds are merited 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] was dissatisfied with an application he had and couldn’t useAlso the cost to upgrade his phone was more than a retailer’s sale price and he did not get a free car charger We appreciate the opportunity to respond [redacted] complaint and have completed a review of his GreatCall account Our records show that [redacted] called our customer service on 7/1/to report issues with his voice mail application on his original Jitterbug Dial phone that he purchased on 12/31/Our agent explained that with the newer software, his current phone was not capable of receiving the necessary update for the voice mail to work and a $credit was applied to the account for the months of voice mail service The agent advised [redacted] that he would need to upgrade his phone if he wanted the voice mail feature and could do so for $plus $for ground shipping or $for expedited shipping as well as any applicable taxes [redacted] stated that he saw the phone at [redacted] for $and the agent advised that [redacted] could purchase the phone from [redacted] and instructed him to call us when he has the phone so we could activate with his current phone number Although the voice mail feature did not work, the phone was still able to make and receive calls at this time [redacted] called again on 7/1/with the newly purchased Jitterbug Flip and our agent activated the phone with his existing number The retail price of GreatCall’s current model phone, the Jitterbug Flip, is $and we offer our existing customers a $discount when purchasing an upgrade from GreatCallGreatCall is not responsible for setting prices at retail storesRetailers are provided a suggested retail price, but are free to charge any amount they see fitAdditionally, the free car charger mentioned on the box will automatically ship to [redacted] in 2-weeks We apologize for any inconvenience this situation may have caused Best Regards
I understand the $fee, why the additional charge of $12.32? The phone that I returned was in the same condition as I received and I checked the minutes used and it was 23minutes Please explain I do not appreciate being abused I should be entitled to a full refund You should stand behind your advertisement and stop ripping off senior citizens Regards, [redacted] ***
Re: [redacted] _ Account [redacted] File [redacted] To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaintMs [redacted] , an authorized user on the account, is dissatisfied because the account was not disconnected when she originally requestedWe appreciate the opportunity to respond Ms [redacted] ’s complaint and have completed an audit of Mr [redacted] ’s GreatCall accountMr [redacted] ’s account was established on January 26, 2016, with the activation of a retail purchased Lively MobileOn February 25, Ms [redacted] called in to ask why the account was still activeGreatCall advised Ms [redacted] that we never received a previous request to cancel the service and that is why the account was still activeMs [redacted] requested the account be disconnected and GreatCall cancelled the accountAlthough GreatCall has no previous record of a request to disconnect, we will as a courtesy provide a refund for the last six months of serviceA refund in the amount of $has been processed back to the card on fileGreatCall strives to provide the highest quality service available and we appreciate the feedback Ms [redacted] providedWe apologize for any inconvenience this situation may have causedBest Regards
Re: [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 complaintWe appreciate the opportunity to respond to Ms [redacted] ’s complaint and have completed a review of her GreatCall accountOur records indicate that Ms [redacted] ’s account was established on February 26, 2017, with the direct order of a Jitterbug Smart touchscreen phoneOn March 3, 2017, Ms [redacted] contacted our Customer Service to close her account and obtain the returns addressA refund, pursuant to our 30-Day Return Policy, was issued on March 15, As indicated in our 30-Day Return Policy, the original shipping charges are non-refundable and a $restocking fee is retained from the original sales transaction GreatCall’s 30-Day Return Policy is printed in the Terms and Conditions section of the User Guide packaged with the handset and is available for review on our website, https://www.greatcall.com/legal/guaranteeWe 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] ***