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 failed to disconnect her services after she reported that her handset had been lost in October She has requested a refund of service charges incurred after she reported her handset as lost and a discounted handset We appreciate the opportunity to respond to [redacted] complaint and have completed a review of her accountWe have determined that her account was established on 10/13/with the online purchase of a Jitterbug Plus handsetThe cost of the initial order totaling $included the cost of the handset ($99), a one-time Service Activation Fee ($35), and applicable taxes ($12.14)Concurrently, [redacted] established a recurring ePayment linked to her [redacted] ending [redacted] to satisfy her monthly invoice charges We have also confirmed that on 07/06/2014, [redacted] emailed our Customer Service team to request a Jitterbughandset to replace her lost handsetOn 07/08/2014, our Customer Service team sent a reply email advising [redacted] that the cost to upgrade to our Jitterbughandset would be $(the cost of the handset ($79), shipping ($10), and applicable taxes ($6.92))She was also advised that because she previously established a recurring ePayment that our agent could process an order on her behalf; however, to protect her privacy and security, she would need to verify her full address on file and the last four digits of her [redacted] card on fileWe have not record of receiving the requested account verificationAs a result, an upgrade order was not processed and the account remained active and billing In August of our Financial Services team made several attempts to speak with [redacted] after we were unable to obtain payment of her July invoice due to an expired ePayment credit cardOn 09/11/ [redacted] contacted our Customer Service to review the outstanding balance on her accountAt that time, she reported that she previously called in October of to suspend her service when her handset was lostOur agent reviewed her account and determined that there was no record of this reported callAt that time, a payment totaling $was processed to satisfy July and August's outstanding invoiced chargedConcurrently, she was offered a Jitterbughandset for $with free shipping [redacted] declined the offer and was then offered an additional $credit on her accountShe declined that second offer and per her request, the account was disconnected We regret [redacted] ***’s negative experience; however, we believe that we acted in good faith to assist [redacted] in replacing her misplaced handsetTo prevent further escalation of this matter, a refund check totaling $will be mailed to [redacted] on 10/01/The refund includes the costs incurred on invoices generated in during the months of June ($27.60), July ($27.65), and August ($27.65)We will also honor our previous discounted handset offer which includes a Jitterbughandset for $and free shippingShe should contact our Customer Service if she would like to process an order and re-establish her account We apologize for any inconvenience this situation may have caused and consider this matter resolved unless the Revdex.com has any further questions or requires additional informationIf you have any further questions, please contact me Best Regards
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I do not agree with Greatcall response we never talked to their support group every time we tired to talk Greatcall they always put use on hold always over hour never answer our callI just want cancel their service all to gather.I stop all payments going to Greatcall and going to another service.regards, [redacted] ***
Re: [redacted] ***_ Account [redacted] _Revdex.com Complaint # [redacted] To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint [redacted] has expressed dissatisfaction that Jitterbug OneTouch handsets are no longer supported by GreatCall for reactivation or swap [redacted] also reports that after his phone was repaired his phone received software updates and no longer saves programmed numbers We appreciate the opportunity to respond to [redacted] ***’s complaint and have reviewed his response received 1/20/ GreatCall continues to provide phone service to existing customers with functioning OneTouch handsetsHowever GreatCall cannot activate or swap any OneTouch handsets on any new or existing lines of service In [redacted] ***’s response he states that his OneTouch handset was not functioning and was repaired by a third party repair shopAlthough GreatCall uses the Samsung SPH-Ahandset, the software installed on the GreatCall OneTouch handset is proprietary and cannot be altered or duplicated to retain functionality In response to [redacted] ***’s claim that an update was sent by GreatCall to his handset, on March 9, 2011, due to system upgrades, some functionality is no longer available for Jitterbug Original (GEN 2) handsets including the OneTouch modelThis means GreatCall’s systems can no longer update a customer’s GEN handset via SMS or through the Support Center We regret that [redacted] feels that our current handset cannot satisfy his needsOur current handset the Jitterbugdoes offer speed dialing and is now capable of using our 5Star Emergency Response Service with a dedicated buttonPaired with 5Star is Link which allows authorized persons to: • View the 5Star subscriber’s location on a map • See a list of recent activities • Check the power level of device • Get notifications when a call is made to 5Star Urgent Response (Via smartphone app or the Link website) To prevent further escalation in this matter GreatCall would like to extend our offer for a free upgrade handset and restore service to his accountHe can choose any color of the new Jitterbughandsets availableAdditionally GreatCall would like to offer [redacted] one month free service of our GoPlan which will continue to give him anytime minutes and access to our 5star and Link serviceIf [redacted] accepts this offer and contacts customer service at [redacted] on or before February 15, he can reactivate his account and retain his phone numberHowever if the offer is accepted after the aforementioned date he will be charged a new activation fee, $+ applicable taxes, and a new phone number will have to be issuedIn both scenarios [redacted] would be responsible for applicable taxes We apologize for any inconvenience this situation may have caused and consider this matter resolved unless the Revdex.com has any further questions or requires additional informationIf you have any further questions, please contact me 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 complaintMr [redacted] has added additional comments pertaining to his service As previously stated, Mr [redacted] called on 2/6/stating he wanted to cancel the Smart phone line of service and his request was completedThe account remained active with the two safety device lines of service as they were not mentioned in the conversation prior to the call disconnectingPer the added comments, we have processed a disconnect order for the enter account to be completed on 3/9/17, the last day of the current cycleShould Mr [redacted] have any question or wishes to continue service with the safety devices, he should call Customer Service, [redacted] between the hours of 5am and 9pm Pacific TimeWe 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 have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Advising the customer details of cost or charges AFTER THE SALE on goods shipped and received is deceiving and dishonestI asked about ANY CHARGES regarding the "guaranteed satisfaction" periodI was told NORepeating, I would never order a product that has a "restocking fee" as this is a clear indication that the supplier has too many returns.I just wonder how many Seniors even know how to register a complaint on the computor and Great Call knows this tooThey are targeting Seniors and I will go to YELP next & any blogs in the future [redacted] ***
Re: [redacted] Account [redacted] _Revdex.com Complaint # [redacted] To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint [redacted] has expressed dissatisfaction that Jitterbug OneTouch handsets are no longer supported by GreatCall for reactivation or swap [redacted] also reports that after his phone was repaired his phone received software upgrades and no longer saves programmed numbers We appreciate the opportunity to respond to [redacted] ***’s complaint and have completed a review of his accountWe have confirmed that [redacted] opened his account with GreatCall on 12/24/with the activation of his Jitterbug phone On 12/22/ [redacted] contacted our Customer Service Department stating his existing OneTouch handset was not working and requested to swap it on his account with another Jitterbug OneTouch handset that he had purchased from the internet [redacted] was informed by our agent that we cannot activate or swap OneTouch phones as they are no longer supportedThe agent proceeded to inform [redacted] our current model phone offers speed dialing but [redacted] declined On 12/24/ [redacted] contacted our Customer Service Department via phone and e-mail stating that his phone was repaired at a non-GreatCall repair shop but all of the saved contact numbers have disappeared and an update was received by the phone making the phone uselessOur agent attempted to assist with adding numbers to the handset but was unsuccessful [redacted] then insisted on receiving a free phoneHis request was then escalated to a Customer Service Supervisor On 12/25/and 12/30/our Customer Service Leadership team attempted to contact [redacted] and left messages asking him to call them backDuring this time we also responded to the emails he sent to us On 12/29/ [redacted] contacted our Customer Service department and was offered a discounted upgrade handset [redacted] declined this offer and cancelled his GreatCall service We regret that [redacted] purchased a replacement phone from a 3rd party online vendor that is not supported for activation by GreatCallGreatCall cannot guarantee that repairs made by a non-GreatCall repair center on any handset will still function properly on our network as changes to the proprietary operating system will cause incompatibilityGreatCall cannot send over the air updates to OneTouch phones as suggested by [redacted] ***Any updates received by the OneTouch handset would have been installed manually by the 3rd party repair service that was enlisted by [redacted] *** To prevent further escalation in this matter GreatCall would like to offer a free upgrade handset and restore service to his accountHe can choose any color of the new Jitterbughandsets availableIf [redacted] accepts this offer and contacts customer service at [redacted] on or before February 15, he can reactivate his account and retain his phone numberHowever if the offer is accepted after the aforementioned date he will be charged a new activation fee, $+ applicable taxes, and a new phone number will have to be issued We apologize for any inconvenience this situation may have caused and consider this matter resolved unless the Revdex.com has any further questions or requires additional informationIf you have any further questions, please contact me Best Regards
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.This again is a standard template answer, I want the refund issued for poor service, advertising and poor customer service, also I want a written apology from the Manager of customer service for the customer service agent that was laughing at me on the phone and got caught when her headset was off of mute by accident I'm sure I also want a detailed letter explaining how they are going to correct the plus complaints they have registered and the organization they are stating they are certified by, is a private organization and is not certified by the NFPA Thank you for your time [redacted]
Re: [redacted] _ Account [redacted] _ File [redacted] To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the [redacted] , this letter is submitted in response to the above-referenced complaint Ms [redacted] [redacted] has expressed her dissatisfaction with the port out process and is requesting her that her phone number ###-###-#### is released for use with her new carrierWe appreciate the opportunity to respond to Ms [redacted] ’s complaint and have conducted a review of her GreatCall account Our records show that on 6/11/2015; a port out request was rejected because Ms [redacted] ’s new carrier submitted a port request without the required account password that is used for verificationOn 6/12/2015; a second port request is submitted with the incorrect password and is also rejectedLater on 6/12/2015; a new port request with the correct customer information is received from Ms [redacted] ’s new carrierMs [redacted] ’s new carrier was advised to notify GreatCall when they have successfully activated the service number on their network so that we may facilitate the immediate cancellation of Ms [redacted] ’s GreatCall accountThe confirmation is received on 6/16/and Ms [redacted] ’s GreatCall account is closed The porting process is mandated by the Federal Communications Commission and is uniform across all carriersWe regret that Ms [redacted] ’s new carrier failed to provide the correct account information in their initial requests to obtain Ms [redacted] ’s service number of ###-###-#### We apologize for any inconvenience this situation may have caused and consider this matter resolved unless the Revdex.com has any further questions or requires additional information If you have any further questions, please contact meBest 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 After repeated phone calls with much misinformation, I made one phone call to the closed credit card company and have received the refund Regards, [redacted] ***
Hello,Please see our response below[redacted] GreatCall OperationsRE: [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 requested that her phone number be released for porting to a new carrier We appreciate the opportunity to respond to [redacted] complaint and have completed an audit of her GreatCall account Our records show that [redacted] account was established on 7/29/with the activation of two (2) Jitterbug Touchphones purchased from a retail locationIn the first month of service [redacted] selected a minute plan for each handset Our records show that on 10/24/a Usage Notification warning call was delivered to [redacted] phone [redacted] The call delivered to [redacted] phone was to advise her that she was in jeopardy of exceeding her allowed airtime minutes and could begin to incur usage overage charges towards her next billing [redacted] followed up with our Customer Service on 10/25/and although she was offered a plan to cover her usage and overages, she elected to request cancelation of the line of service for phone number [redacted] Because the line of service was scheduled for cancellation, the port out request received on 10/26/was rejectedPer [redacted] request, the line of service for phone number [redacted] was reconnected on 11/3/to allow for the phone number to be ported to a new carrierOn 11/9/2015, the phone number was successfully ported to a new carrier We apologize for any inconvenience this situation may have caused and consider this matter resolved unless the Revdex.com has any further questions or requires additional information Best Regards
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below When the phone was terminated, I checked the phone to see how many minutes had been used That total on the phone was minutes, not what was reported on aGreatcall's response All of the items which I received were packaged in the original box and returned to USG Drive, Libertyville, Ill and they signed for it on Dec10, at 11:a.m The phone was not damaged in any way so I do not know what the problem was I had the phone for a little over two weeks I do not accept your response regarding the minutes used and its condition I will also be contacting Legion magazine about this ad that they ran for this rip off I am years old and I do not appreciate the way in which this manner was treated I am on a fixed income and the $that was debited from my account immediately would certainly be appreciated back in my account I will eat the $charge for returning the phone, and your $processing fee and therefore expect a refund of $ Regards, [redacted] ***
[redacted] To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint [redacted] has submitted a complaint on behalf of GreatCall subscriber [redacted] We appreciate the opportunity to respond to this complaint and have completed a review of the GreatCall account being referencedOur records show that on January 14, 2017, [redacted] contacted our Customer Service to report that a replacement phone was needed because the new Jitterbug Flip phone would not hold a charge for a satisfactory time periodOn January 22, 2017, a second replacement phone was ordered because of a failed activation attempt related to a weak signal in the service area where the phone was trying to be programmedOn March 2, 2017, a replacement phone was ordered because of a report that the phone was not working properlyDuring the conversation on March 2, 2017, [redacted] was assured that a new phone would be issued if there was any problem with the activation or use of the most current replacementAll GreatCall Warranty replacement phones are pre-tested and determined to be in like-new condition prior to being issuedAdditionally, the warranty period is either a) the remaining warranty period from the original phone or b) days, whichever is greaterAs discussed during the conversation on March 2, 2017, [redacted] should follow up with our Customer Service if any issue is encountered so that a new phone can be shippedWe apologize for any inconvenience this situation may have causedBest 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] expressed that she canceled an order and did not receive a refund We appreciate the opportunity to respond to [redacted] complaint and have completed an audit of her GreatCall account Our records indicate that [redacted] service was established on 4/7/with the direct purchase of a Red Jitterbug Flip phoneThe initial order, totaling $127.43, was processed using a [redacted] card ending [redacted] and consisted of the GreatCall Jitterbug Flip phone less a $price matching discount, a one-time service activation fee of $35.00, a non-refundable ground shipping charge of $and $for applicable taxes After review of the account we do see that [redacted] called to cancel the order on 4/8/16, it was however too late to do so and the ordered shipped [redacted] refused the package and the package is returning to GreatCallA credit for the purchase price of $and for the service fee of $has been processed to the [redacted] ending in [redacted] and will post in 3-business days We apologize for any inconvenience this situation may have caused Best Regards
Hello,Please see the below response for complaint [redacted] GreatCall OperationsRe: [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 the detailed reports that itemize the usage of her Jitterbug Touchhandset.GreatCall appreciates the opportunity to respond to [redacted] complaint and have completed an audit of her accountOur records show that [redacted] account was established on 8/12/with the web activation of her handsetAt that time, [redacted] selected our Minutes Only Plan: 400, which allows for airtime minutes monthlyAs a courtesy, in the first month GreatCall advances the customer an additional group of minutes equal to what is subscribed to as a welcome period [redacted] also received an additional airtime minutes for activating her service using our website Because of the advanced, earned and paid minutes issued; [redacted] had airtime minutes available for the monthly billing cycle of 8/13/to 9/12/We see that on 9/10/2015, a call was placed to [redacted] by a GreatCall representative and a voicemail message was left on her Jitterbug Touchhandset to advise her that she had exceeded her available minutes and at that time we recommended that she contact our Customer Service prior to 9/12/to update her monthly service rate plan to allow for more usageOn 9/12/2015, [redacted] monthly billing closed and a total of 1,airtime minutes were usedIn addition to her monthly service rate plan, [redacted] was billed the overage rate of $per minute for each minute over the aforementioned minutes that were available On 9/18/2015, Per [redacted] request, her GreatCall account was closedAttached to our response are the requested detailed usage reports for the billing periods of 8/13/to 9/12/and 9/13/to 10/12/Additional printed copies will be mailed to the billing address on recordWe apologize for any inconvenience this situation may have caused Best Regards
Re: Nan [redacted] To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint [redacted] has submitted a request for a refund under our 30-Day Return Policy We appreciate the opportunity to respond to [redacted] complaint and have completed a review of her GreatCall account Our records show that [redacted] account was established on 6/1/2016, with the direct order of a Jitterbug Smart smartphoneThe initial order, of $210.66, was processed using [redacted] card ending [redacted] The order consisted of the Jitterbug Smart for $149.99, a one-time service activation fee of $35.00, a non-refundable ground shipping charge of $and applicable taxes of $The order tracking information shows that the phone was delivered on 6/7/ On 6/8/2016, [redacted] placed a call to our Customer Service and requested assistance with activating her phoneDuring this call, our representative collected information so that a port request could be submitted to [redacted] ’s previous carrierOn 6/9/2016, GreatCall notified [redacted] that her previous carrier rejected the port request because incorrect information was providedOn 6/10/2016, GreatCall received updated information for the port request and the request was finalizedOn 6/19/2016, [redacted] placed a call to our Customer Service and received assistance with updating a contact in her Jitterbug Smart phone On 6/21/2016, GreatCall received a port-out request and [redacted] ’s phone number was transferred to a new carrierAs such, her account was closedOn 6/24/2016, GreatCall responded to [redacted] by e-mail and advised her that refunds are issued within twenty-one business days of the phone being received in our warehouseAdditionally, [redacted] was advised that a $restocking fee would be retained from the original orderOn 6/27/2016, [redacted] confirmed, by phone with our Customer Service, the address to return her Jitterbug Smart for a refund On 7/11/2016, GreatCall noted [redacted] ’s account to reflect the date, 7/1/2016, that her return package was receivedA request was submitted to our Financial Services to ensure that the refund is processed within twenty-one business days of 7/1/ [redacted] will be refunded in accordance with our 30-Day Return Policy, as described in the User Guide included with the phone and as posted on our website, [redacted] We apologize for any inconvenience this situation may have caused Best Regards
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] I was told if I was not happy with the service from Jitterbug [Great Call] my money would be returned They kept saying they had to wait days so they kept prolonging the cancelling of the service The phones never worked right from the time I received them The company took advantage of me I also had a friend with the same problem Lucky for her she had got the phone from the store and could bring the phone back The total amount was given back to her This company Has not been reputable, I will not be happy with this result They are using excusing that are not true I hope this result will give customers an alert about this company All they had to do is give me my money back and they refused I will never recommend Jitterbug to any of my senior friends or any one that I know I would think they would want to make a good impression on customers I just wanted my 77,money back
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.Regards, [redacted]
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 Mr [redacted] ’s complaint and have completed a review of his GreatCall accountOur records indicate that Mr [redacted] ’s account was established on 12/15/2016, with the direct purchase of a Jitterbug Flip cell phoneAt that time, Mr [redacted] enrolled in automatic recurring billing with a paperless billing optionAs such, no mailed statements recapping the automatic charges have been mailed.Per Mr [redacted] ’s request, we will mail copies of the December and January billing statements to his billing address on recordsFurthermore, we will disable the paperless billing option so that future statements are mailed for his reviewAdditionally, any GreatCall customer can register their account on our website, www.mygreatcall.com , to view usage and billing for current and previous billing periods We apologize for any inconvenience this situation may have caused.Best Regards
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.Regards, [redacted] I just want to clarify that this will resolve my complaint if I do in fact receive the phoneI am hesitant to close this file until I receive the phone as twice the company had agreed to send me a replacement battery which was never sent
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 failed to disconnect her services after she reported that her handset had been lost in October She has requested a refund of service charges incurred after she reported her handset as lost and a discounted handset We appreciate the opportunity to respond to [redacted] complaint and have completed a review of her accountWe have determined that her account was established on 10/13/with the online purchase of a Jitterbug Plus handsetThe cost of the initial order totaling $included the cost of the handset ($99), a one-time Service Activation Fee ($35), and applicable taxes ($12.14)Concurrently, [redacted] established a recurring ePayment linked to her [redacted] ending [redacted] to satisfy her monthly invoice charges We have also confirmed that on 07/06/2014, [redacted] emailed our Customer Service team to request a Jitterbughandset to replace her lost handsetOn 07/08/2014, our Customer Service team sent a reply email advising [redacted] that the cost to upgrade to our Jitterbughandset would be $(the cost of the handset ($79), shipping ($10), and applicable taxes ($6.92))She was also advised that because she previously established a recurring ePayment that our agent could process an order on her behalf; however, to protect her privacy and security, she would need to verify her full address on file and the last four digits of her [redacted] card on fileWe have not record of receiving the requested account verificationAs a result, an upgrade order was not processed and the account remained active and billing In August of our Financial Services team made several attempts to speak with [redacted] after we were unable to obtain payment of her July invoice due to an expired ePayment credit cardOn 09/11/ [redacted] contacted our Customer Service to review the outstanding balance on her accountAt that time, she reported that she previously called in October of to suspend her service when her handset was lostOur agent reviewed her account and determined that there was no record of this reported callAt that time, a payment totaling $was processed to satisfy July and August's outstanding invoiced chargedConcurrently, she was offered a Jitterbughandset for $with free shipping [redacted] declined the offer and was then offered an additional $credit on her accountShe declined that second offer and per her request, the account was disconnected We regret [redacted] ***’s negative experience; however, we believe that we acted in good faith to assist [redacted] in replacing her misplaced handsetTo prevent further escalation of this matter, a refund check totaling $will be mailed to [redacted] on 10/01/The refund includes the costs incurred on invoices generated in during the months of June ($27.60), July ($27.65), and August ($27.65)We will also honor our previous discounted handset offer which includes a Jitterbughandset for $and free shippingShe should contact our Customer Service if she would like to process an order and re-establish her account We apologize for any inconvenience this situation may have caused and consider this matter resolved unless the Revdex.com has any further questions or requires additional informationIf you have any further questions, please contact me Best Regards
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I do not agree with Greatcall response we never talked to their support group every time we tired to talk Greatcall they always put use on hold always over hour never answer our callI just want cancel their service all to gather.I stop all payments going to Greatcall and going to another service.regards, [redacted] ***
Re: [redacted] ***_ Account [redacted] _Revdex.com Complaint # [redacted] To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint [redacted] has expressed dissatisfaction that Jitterbug OneTouch handsets are no longer supported by GreatCall for reactivation or swap [redacted] also reports that after his phone was repaired his phone received software updates and no longer saves programmed numbers We appreciate the opportunity to respond to [redacted] ***’s complaint and have reviewed his response received 1/20/ GreatCall continues to provide phone service to existing customers with functioning OneTouch handsetsHowever GreatCall cannot activate or swap any OneTouch handsets on any new or existing lines of service In [redacted] ***’s response he states that his OneTouch handset was not functioning and was repaired by a third party repair shopAlthough GreatCall uses the Samsung SPH-Ahandset, the software installed on the GreatCall OneTouch handset is proprietary and cannot be altered or duplicated to retain functionality In response to [redacted] ***’s claim that an update was sent by GreatCall to his handset, on March 9, 2011, due to system upgrades, some functionality is no longer available for Jitterbug Original (GEN 2) handsets including the OneTouch modelThis means GreatCall’s systems can no longer update a customer’s GEN handset via SMS or through the Support Center We regret that [redacted] feels that our current handset cannot satisfy his needsOur current handset the Jitterbugdoes offer speed dialing and is now capable of using our 5Star Emergency Response Service with a dedicated buttonPaired with 5Star is Link which allows authorized persons to: • View the 5Star subscriber’s location on a map • See a list of recent activities • Check the power level of device • Get notifications when a call is made to 5Star Urgent Response (Via smartphone app or the Link website) To prevent further escalation in this matter GreatCall would like to extend our offer for a free upgrade handset and restore service to his accountHe can choose any color of the new Jitterbughandsets availableAdditionally GreatCall would like to offer [redacted] one month free service of our GoPlan which will continue to give him anytime minutes and access to our 5star and Link serviceIf [redacted] accepts this offer and contacts customer service at [redacted] on or before February 15, he can reactivate his account and retain his phone numberHowever if the offer is accepted after the aforementioned date he will be charged a new activation fee, $+ applicable taxes, and a new phone number will have to be issuedIn both scenarios [redacted] would be responsible for applicable taxes We apologize for any inconvenience this situation may have caused and consider this matter resolved unless the Revdex.com has any further questions or requires additional informationIf you have any further questions, please contact me 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 complaintMr [redacted] has added additional comments pertaining to his service As previously stated, Mr [redacted] called on 2/6/stating he wanted to cancel the Smart phone line of service and his request was completedThe account remained active with the two safety device lines of service as they were not mentioned in the conversation prior to the call disconnectingPer the added comments, we have processed a disconnect order for the enter account to be completed on 3/9/17, the last day of the current cycleShould Mr [redacted] have any question or wishes to continue service with the safety devices, he should call Customer Service, [redacted] between the hours of 5am and 9pm Pacific TimeWe 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 have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Advising the customer details of cost or charges AFTER THE SALE on goods shipped and received is deceiving and dishonestI asked about ANY CHARGES regarding the "guaranteed satisfaction" periodI was told NORepeating, I would never order a product that has a "restocking fee" as this is a clear indication that the supplier has too many returns.I just wonder how many Seniors even know how to register a complaint on the computor and Great Call knows this tooThey are targeting Seniors and I will go to YELP next & any blogs in the future [redacted] ***
Re: [redacted] Account [redacted] _Revdex.com Complaint # [redacted] To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint [redacted] has expressed dissatisfaction that Jitterbug OneTouch handsets are no longer supported by GreatCall for reactivation or swap [redacted] also reports that after his phone was repaired his phone received software upgrades and no longer saves programmed numbers We appreciate the opportunity to respond to [redacted] ***’s complaint and have completed a review of his accountWe have confirmed that [redacted] opened his account with GreatCall on 12/24/with the activation of his Jitterbug phone On 12/22/ [redacted] contacted our Customer Service Department stating his existing OneTouch handset was not working and requested to swap it on his account with another Jitterbug OneTouch handset that he had purchased from the internet [redacted] was informed by our agent that we cannot activate or swap OneTouch phones as they are no longer supportedThe agent proceeded to inform [redacted] our current model phone offers speed dialing but [redacted] declined On 12/24/ [redacted] contacted our Customer Service Department via phone and e-mail stating that his phone was repaired at a non-GreatCall repair shop but all of the saved contact numbers have disappeared and an update was received by the phone making the phone uselessOur agent attempted to assist with adding numbers to the handset but was unsuccessful [redacted] then insisted on receiving a free phoneHis request was then escalated to a Customer Service Supervisor On 12/25/and 12/30/our Customer Service Leadership team attempted to contact [redacted] and left messages asking him to call them backDuring this time we also responded to the emails he sent to us On 12/29/ [redacted] contacted our Customer Service department and was offered a discounted upgrade handset [redacted] declined this offer and cancelled his GreatCall service We regret that [redacted] purchased a replacement phone from a 3rd party online vendor that is not supported for activation by GreatCallGreatCall cannot guarantee that repairs made by a non-GreatCall repair center on any handset will still function properly on our network as changes to the proprietary operating system will cause incompatibilityGreatCall cannot send over the air updates to OneTouch phones as suggested by [redacted] ***Any updates received by the OneTouch handset would have been installed manually by the 3rd party repair service that was enlisted by [redacted] *** To prevent further escalation in this matter GreatCall would like to offer a free upgrade handset and restore service to his accountHe can choose any color of the new Jitterbughandsets availableIf [redacted] accepts this offer and contacts customer service at [redacted] on or before February 15, he can reactivate his account and retain his phone numberHowever if the offer is accepted after the aforementioned date he will be charged a new activation fee, $+ applicable taxes, and a new phone number will have to be issued We apologize for any inconvenience this situation may have caused and consider this matter resolved unless the Revdex.com has any further questions or requires additional informationIf you have any further questions, please contact me Best Regards
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.This again is a standard template answer, I want the refund issued for poor service, advertising and poor customer service, also I want a written apology from the Manager of customer service for the customer service agent that was laughing at me on the phone and got caught when her headset was off of mute by accident I'm sure I also want a detailed letter explaining how they are going to correct the plus complaints they have registered and the organization they are stating they are certified by, is a private organization and is not certified by the NFPA Thank you for your time [redacted]
Re: [redacted] _ Account [redacted] _ File [redacted] To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the [redacted] , this letter is submitted in response to the above-referenced complaint Ms [redacted] [redacted] has expressed her dissatisfaction with the port out process and is requesting her that her phone number ###-###-#### is released for use with her new carrierWe appreciate the opportunity to respond to Ms [redacted] ’s complaint and have conducted a review of her GreatCall account Our records show that on 6/11/2015; a port out request was rejected because Ms [redacted] ’s new carrier submitted a port request without the required account password that is used for verificationOn 6/12/2015; a second port request is submitted with the incorrect password and is also rejectedLater on 6/12/2015; a new port request with the correct customer information is received from Ms [redacted] ’s new carrierMs [redacted] ’s new carrier was advised to notify GreatCall when they have successfully activated the service number on their network so that we may facilitate the immediate cancellation of Ms [redacted] ’s GreatCall accountThe confirmation is received on 6/16/and Ms [redacted] ’s GreatCall account is closed The porting process is mandated by the Federal Communications Commission and is uniform across all carriersWe regret that Ms [redacted] ’s new carrier failed to provide the correct account information in their initial requests to obtain Ms [redacted] ’s service number of ###-###-#### We apologize for any inconvenience this situation may have caused and consider this matter resolved unless the Revdex.com has any further questions or requires additional information If you have any further questions, please contact meBest 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 After repeated phone calls with much misinformation, I made one phone call to the closed credit card company and have received the refund Regards, [redacted] ***
Hello,Please see our response below[redacted] GreatCall OperationsRE: [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 requested that her phone number be released for porting to a new carrier We appreciate the opportunity to respond to [redacted] complaint and have completed an audit of her GreatCall account Our records show that [redacted] account was established on 7/29/with the activation of two (2) Jitterbug Touchphones purchased from a retail locationIn the first month of service [redacted] selected a minute plan for each handset Our records show that on 10/24/a Usage Notification warning call was delivered to [redacted] phone [redacted] The call delivered to [redacted] phone was to advise her that she was in jeopardy of exceeding her allowed airtime minutes and could begin to incur usage overage charges towards her next billing [redacted] followed up with our Customer Service on 10/25/and although she was offered a plan to cover her usage and overages, she elected to request cancelation of the line of service for phone number [redacted] Because the line of service was scheduled for cancellation, the port out request received on 10/26/was rejectedPer [redacted] request, the line of service for phone number [redacted] was reconnected on 11/3/to allow for the phone number to be ported to a new carrierOn 11/9/2015, the phone number was successfully ported to a new carrier We apologize for any inconvenience this situation may have caused and consider this matter resolved unless the Revdex.com has any further questions or requires additional information Best Regards
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below When the phone was terminated, I checked the phone to see how many minutes had been used That total on the phone was minutes, not what was reported on aGreatcall's response All of the items which I received were packaged in the original box and returned to USG Drive, Libertyville, Ill and they signed for it on Dec10, at 11:a.m The phone was not damaged in any way so I do not know what the problem was I had the phone for a little over two weeks I do not accept your response regarding the minutes used and its condition I will also be contacting Legion magazine about this ad that they ran for this rip off I am years old and I do not appreciate the way in which this manner was treated I am on a fixed income and the $that was debited from my account immediately would certainly be appreciated back in my account I will eat the $charge for returning the phone, and your $processing fee and therefore expect a refund of $ Regards, [redacted] ***
[redacted] To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint [redacted] has submitted a complaint on behalf of GreatCall subscriber [redacted] We appreciate the opportunity to respond to this complaint and have completed a review of the GreatCall account being referencedOur records show that on January 14, 2017, [redacted] contacted our Customer Service to report that a replacement phone was needed because the new Jitterbug Flip phone would not hold a charge for a satisfactory time periodOn January 22, 2017, a second replacement phone was ordered because of a failed activation attempt related to a weak signal in the service area where the phone was trying to be programmedOn March 2, 2017, a replacement phone was ordered because of a report that the phone was not working properlyDuring the conversation on March 2, 2017, [redacted] was assured that a new phone would be issued if there was any problem with the activation or use of the most current replacementAll GreatCall Warranty replacement phones are pre-tested and determined to be in like-new condition prior to being issuedAdditionally, the warranty period is either a) the remaining warranty period from the original phone or b) days, whichever is greaterAs discussed during the conversation on March 2, 2017, [redacted] should follow up with our Customer Service if any issue is encountered so that a new phone can be shippedWe apologize for any inconvenience this situation may have causedBest 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] expressed that she canceled an order and did not receive a refund We appreciate the opportunity to respond to [redacted] complaint and have completed an audit of her GreatCall account Our records indicate that [redacted] service was established on 4/7/with the direct purchase of a Red Jitterbug Flip phoneThe initial order, totaling $127.43, was processed using a [redacted] card ending [redacted] and consisted of the GreatCall Jitterbug Flip phone less a $price matching discount, a one-time service activation fee of $35.00, a non-refundable ground shipping charge of $and $for applicable taxes After review of the account we do see that [redacted] called to cancel the order on 4/8/16, it was however too late to do so and the ordered shipped [redacted] refused the package and the package is returning to GreatCallA credit for the purchase price of $and for the service fee of $has been processed to the [redacted] ending in [redacted] and will post in 3-business days We apologize for any inconvenience this situation may have caused Best Regards
Hello,Please see the below response for complaint [redacted] GreatCall OperationsRe: [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 the detailed reports that itemize the usage of her Jitterbug Touchhandset.GreatCall appreciates the opportunity to respond to [redacted] complaint and have completed an audit of her accountOur records show that [redacted] account was established on 8/12/with the web activation of her handsetAt that time, [redacted] selected our Minutes Only Plan: 400, which allows for airtime minutes monthlyAs a courtesy, in the first month GreatCall advances the customer an additional group of minutes equal to what is subscribed to as a welcome period [redacted] also received an additional airtime minutes for activating her service using our website Because of the advanced, earned and paid minutes issued; [redacted] had airtime minutes available for the monthly billing cycle of 8/13/to 9/12/We see that on 9/10/2015, a call was placed to [redacted] by a GreatCall representative and a voicemail message was left on her Jitterbug Touchhandset to advise her that she had exceeded her available minutes and at that time we recommended that she contact our Customer Service prior to 9/12/to update her monthly service rate plan to allow for more usageOn 9/12/2015, [redacted] monthly billing closed and a total of 1,airtime minutes were usedIn addition to her monthly service rate plan, [redacted] was billed the overage rate of $per minute for each minute over the aforementioned minutes that were available On 9/18/2015, Per [redacted] request, her GreatCall account was closedAttached to our response are the requested detailed usage reports for the billing periods of 8/13/to 9/12/and 9/13/to 10/12/Additional printed copies will be mailed to the billing address on recordWe apologize for any inconvenience this situation may have caused Best Regards
Re: Nan [redacted] To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint [redacted] has submitted a request for a refund under our 30-Day Return Policy We appreciate the opportunity to respond to [redacted] complaint and have completed a review of her GreatCall account Our records show that [redacted] account was established on 6/1/2016, with the direct order of a Jitterbug Smart smartphoneThe initial order, of $210.66, was processed using [redacted] card ending [redacted] The order consisted of the Jitterbug Smart for $149.99, a one-time service activation fee of $35.00, a non-refundable ground shipping charge of $and applicable taxes of $The order tracking information shows that the phone was delivered on 6/7/ On 6/8/2016, [redacted] placed a call to our Customer Service and requested assistance with activating her phoneDuring this call, our representative collected information so that a port request could be submitted to [redacted] ’s previous carrierOn 6/9/2016, GreatCall notified [redacted] that her previous carrier rejected the port request because incorrect information was providedOn 6/10/2016, GreatCall received updated information for the port request and the request was finalizedOn 6/19/2016, [redacted] placed a call to our Customer Service and received assistance with updating a contact in her Jitterbug Smart phone On 6/21/2016, GreatCall received a port-out request and [redacted] ’s phone number was transferred to a new carrierAs such, her account was closedOn 6/24/2016, GreatCall responded to [redacted] by e-mail and advised her that refunds are issued within twenty-one business days of the phone being received in our warehouseAdditionally, [redacted] was advised that a $restocking fee would be retained from the original orderOn 6/27/2016, [redacted] confirmed, by phone with our Customer Service, the address to return her Jitterbug Smart for a refund On 7/11/2016, GreatCall noted [redacted] ’s account to reflect the date, 7/1/2016, that her return package was receivedA request was submitted to our Financial Services to ensure that the refund is processed within twenty-one business days of 7/1/ [redacted] will be refunded in accordance with our 30-Day Return Policy, as described in the User Guide included with the phone and as posted on our website, [redacted] We apologize for any inconvenience this situation may have caused Best Regards
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] I was told if I was not happy with the service from Jitterbug [Great Call] my money would be returned They kept saying they had to wait days so they kept prolonging the cancelling of the service The phones never worked right from the time I received them The company took advantage of me I also had a friend with the same problem Lucky for her she had got the phone from the store and could bring the phone back The total amount was given back to her This company Has not been reputable, I will not be happy with this result They are using excusing that are not true I hope this result will give customers an alert about this company All they had to do is give me my money back and they refused I will never recommend Jitterbug to any of my senior friends or any one that I know I would think they would want to make a good impression on customers I just wanted my 77,money back
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.Regards, [redacted]
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 Mr [redacted] ’s complaint and have completed a review of his GreatCall accountOur records indicate that Mr [redacted] ’s account was established on 12/15/2016, with the direct purchase of a Jitterbug Flip cell phoneAt that time, Mr [redacted] enrolled in automatic recurring billing with a paperless billing optionAs such, no mailed statements recapping the automatic charges have been mailed.Per Mr [redacted] ’s request, we will mail copies of the December and January billing statements to his billing address on recordsFurthermore, we will disable the paperless billing option so that future statements are mailed for his reviewAdditionally, any GreatCall customer can register their account on our website, www.mygreatcall.com , to view usage and billing for current and previous billing periods We apologize for any inconvenience this situation may have caused.Best Regards
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.Regards, [redacted] I just want to clarify that this will resolve my complaint if I do in fact receive the phoneI am hesitant to close this file until I receive the phone as twice the company had agreed to send me a replacement battery which was never sent