Hello, I filed a complaint # [redacted] with the Revdex.com on 7/23/against GreatCall, Inc I settled with GreatCall, Incon their offer for a full refund of the purchase price of the phone minus a $Restocking fee The refund was to be issued to the card from which it was originally collected within business days from when the phone was received back in their warehouse I mailed the phone back to them on 8/17/through the USPS I paid to have it tracked so I know that the phone was delivered to a person at their warehouse on 8/21/at 9:am My credit card should have been refunded $within business days of receipt which would have been 9/11/ As of today, GreatCall, Inchas not honored the refund that they promised In order for me to have accepted the terms of GreatCall, Inc.'s offer, I was only presented with the option to accept their offer and the Revdex.com would close this case Since GreatCall, Incdid not honor their offer of refund, I would like the case reopened and the company pursued for the refund owed to me I am not surprised that GreatCall, Incdid not refund me like they said they would...this company scams people and is continuing to do so even after they agreed on the Revdex.com's website to refund their productPlease advise on my next stepsThank you, [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] has an issue with billingAs previously stated, Ms [redacted] ’ account was closed on 10/2/2017, the balance has been removed and the account is at a zero balanceThe email was system generated and can be disregardedMs [redacted] will receive a final statement showing the zero balanceWe apologize for any inconvenience this situation may have causedBest Regards
[redacted] To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint [redacted] has submitted additional comments for the above referenced complaint As previously stated, [redacted] did not report any battery issues with the phone prior to 11/7/16, the date of cancellationOur records show that our Customer Service and Technical Support teams have exercised due diligence in attempting to resolve any issues reported by [redacted] GreatCalls 30-day return policy, as stated in the Terms and Conditions, found in the User Guide that is packaged with the phone, for a refund the phone must be returned within days [redacted] was outside of the days and therefore no refund is due The Jitterbug Flip phone can be re-sold, gifted or recycled We apologize for any inconvenience this situation may have caused Best Regards
Response is attached Thank you, GreatCallRe: [redacted] ***_ Account [redacted] _Revdex.comComplaint # [redacted] To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”),creator of the Jitterbug, this letter is submitted in response to theabove-referenced complaint Mr [redacted] has expressed hisdissatisfaction with his recent Customer Service experience when cancelling hiswife’s GreatCall accountWe have located the account, [redacted] , under the nameAnita [redacted] and have conducted a review of the reported issue GreatCall regrets that Mrs***’saccount was not cancelled as requested on 11/7/by Mr***We wish toinform Mrand Mrs [redacted] that the account in question was cancelled on1/14/when Mr [redacted] spoke with a Customer Service Supervisor named ***.GreatCall wishes to inform Mr [redacted] that we do not report to credit agenciesand want to assure them that there will be no adverse impact to his creditscore Today, Thursday February 12, 2015,GreatCall has reversed the charges of $and $collected on December3, and January 5, back to the American Express card ending ***Weask that Mror Mrs [redacted] contact American Express to confirm that the blockthey have placed on GreatCall charges will not prevent the refunds from postingto their account balanceWe apologize for any inconvenience this situation may havecaused and consider this matter resolved unless the Revdex.com has any furtherquestions or requires additional informationIf you have any further questions, please contact me.Best Regards
Re: [redacted] ***_ Account [redacted] _ File [redacted] To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaintMs [redacted] disputes the billing being mailed to her by GreatCall on the basis that she did not order the service We appreciate the opportunity to respond to Ms***’s complaint and have completed an audit of her account We have found that on 9/2/2015, a gentleman by the name of [redacted] called GreatCall Customer Service to activate a used device for his mother, whom he identified as being [redacted] ***Because Mr [redacted] was attempting to activate a used device, GreatCall shipped Ms [redacted] a new device and deferred the one-time $service activation fee pending the collection of Ms***’s billing information (I.Ea valid credit or debit card)On 10/9/2015, GreatCall contacted Mr [redacted] by phone to advise him that the required billing information had not yet been providedOn 10/14/2015, GreatCall once more contacted Mr [redacted] and Mr [redacted] requested a one month credit because he had yet to setup the device for his mother’s useAs a courtesy, and because Mr [redacted] gave no indication that the service was to be cancelled, a one month service credit was appliedOn 11/10/2015, the GreatCall Splash device was returned with no information or authorization from GreatCallOn 11/13/2015, a GreatCall representative placed a call to [redacted] and the account was cancelled per [redacted] ***’s request As a one-time courtesy, because the device was not activated and was returned, GreatCall has agreed to clear the balance from Ms***’s accountAs to prevent future occurrences of this nature from taking place, GreatCall strongly recommends that Ms [redacted] speak to her son and request that he refrain from ordering services in her name for which he has no intention of payingGreatCall also wishes to advise Ms [redacted] that she could have immediately contacted us upon receiving the GreatCall package and thus could have prevented the prolonged resolution of the above referenced issue 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
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 reported that his phone will not workWe appreciate the opportunity to respond to Mr***’ complaint and have completed an audit of his GreatCall accountOur records show that on 12/19/16, Mr [redacted] processed an online order for a Jitterbug Smart phone creating account # [redacted] The phone was delivered on 12/22/and we show that an outbound call was placed 12/26/16, indicating that the phone was activatedOn 12/30/16, Mr [redacted] call Customer Service stating that he has two accounts and only wants to make one paymentOur representative spoke with his wife, Ms [redacted] for approval and processed an order to move the phone to account# [redacted] This move was completed on 1/7/2017, the account # [redacted] was disconnected and a final bill was sentOn 1/31/17, Mr [redacted] call Customer Service to inquire about the final bill he receivedOur agent explained that once the phone was moved to Ms***’ account, the account was closed, he understoodOn 2/3/17, Mr [redacted] call Customer Service as he was having trouble with the email on his phoneOur representative attempted to assist, however, Ms [redacted] stated he wanted to wait until his son was there to help him and that he would call backOn 2/5/17, Mr [redacted] called Customer Service for assistance with his dad’s phoneOur agent determined that the phone was asking for a password, since the password was not known, the agent transferred to Technical Support for a phone resetOn 2/6/17, Mr [redacted] called Customer Service to cancel service for his Smart phoneMr [redacted] was not able to verify his account password and the call disconnected, due to his statement that he wanted to cancel, our agent disconnected the serviceOnce a Smart phone is set up with an unlock password, if the password is forgotten, the phone then requires a resetIf this was not completed and Mr [redacted] would like to restore service, he can call [redacted] between the hours of 6am and 6pm Pacific Time and ask for Technical SupportWe 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 complaintMrArthur Perry wants to close two accounts he has with GreatCall 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 Jitterbug Jcell phone account on 1/22/with the online activation of a retail purchased phoneOur records show that the account for the GreatCall Splash device was established on 3/25/with the online activation of a retail purchased device On 9/10/GreatCall shows that an inbound call was received to the Jitterbug cell phone and was minutes longWe also received on this date an email request, from the email address listed on both accounts to cancel service.On 9/12/we disconnected both accounts and sent the reply confirmation that the service was canceled We apologize for any inconvenience this situation may have causedBest Regards
[redacted] To Whom It May Concern:On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaintMr [redacted] is seeking a refund.We appreciate the opportunity to respond to Mr***’s complaint and have completed an audit of his GreatCall accountMr***’s account was established on 9/27/2017, with the activation of a retail purchased Jitterbug Smart cell phoneMr [redacted] additionally requested to have his phone number ported in from a previous carrierWe collected the information and submitted the request.GreatCall attempted to contact Mr [redacted] on 9/29/2017, regarding the port in of his number, the password provided was incorrectA message was left to contact us with the correct information.On 10/2/2017, GreatCall received a request to cancel the port in of Mr***’s number and the port in was cancelledMsJean [redacted] called to cancel the service for Mr [redacted] on 10/18/She stated that Mr [redacted] did not like the phone and it wasn’t as easy to use as expectedWe determined that Mr [redacted] was not utilizing the easy to use GreatCall Home screen and offered to set that up and extend the 30-day return period to daysMs [redacted] declined this offer, stating that they had already replaced the phoneWe advised to contact the retail store for a refund of the phone, that the account would be cancelled and that we would process a refund under the 30-day return policy.On 11/20/2017, Mr [redacted] called to check the status of his refundA review of this call shows that our agent advised that the activation fee would be refundedA refund has been processed for $26.89, the $activation fee, less the $restocking fee, per the 30-day return policyPer GreatCall’s 30-day return policy, the Activation fee and the first month service fee will be refunded, less the $restocking fee, if less than minutes has been usedOur records show that minutes were usedWe apologize for any inconvenience this situation may have caused.Best Regards
Re: [redacted] _ Account [redacted] File 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 incorrectly increased her monthly invoice charges from $25.01/month to $49.86/month when she enrolled in automatic payments We appreciate this opportunity to respond to [redacted] complaint and have completed a review of her accountWe have determined that her service was established on 05/08/with the purchase and activation of a red JitterbughandsetThe initial sales order totaling $included the cost of the handset ($99), a one-time Service Activation Fee ($35), a non-refundable shipping charge ($10), and applicable taxes ($15.24)During the activation process, our system established a monthly Bill Cycle Date which determines when a customer's invoices are generated [redacted] account was established on our Monthly 12th Bill CycleConcurrently, [redacted] selected our $Minutes-Only Plan which includes airtime minutes per bill cycle On 05/12/2015, [redacted] first bill cycle period closed and on 05/13/an invoice totaling $was generatedThe charges included her $Minutes-Only Plan along with applicable taxes and feesThe charge for her airtime minutes billed her in advanced for services that would be provided during her next Bill Cycle period, 05/13/- 06/12/On 06/02/2015, a check payment of $was received and applied to her account to satisfy the charges associated with her May invoice On 06/13/ [redacted] June invoice totaling $was generatedThe charges included her $Minutes-Only Plan (for services that would be provided between 06/13/- 07/12/2015), a $charge for Text Messaging (incoming texts @ $0.10/message), and applicable taxes and feesOn 06/23/2015, she contacted our Customer Service to dispute the Text Messaging charges on her June invoiceAs a courtesy, a $credit was applied to her account On 07/09/2051, a recurring ePayment linked to her bank account was established upon receipt of her completed ACH Authorization formOn 07/13/2015, her July invoice is generated totaling $The charges included the cost of her $Minutes-Only Plan (for services that would be provided between 07/13/- 08/12/2015) and applicable taxes and fees The following day, 07/14/2015, per the established recurring ePayment, [redacted] bank account is debited for $to satisfy the outstanding invoice charges reflected on her accountThe $debit included charges incurred on her June invoice ($25.58), a $credit for text messaging, and charges incurred on her July invoice ($25.28) We wish to assure [redacted] that her monthly service plan, our $Minutes-Only Plan which includes airtime minutes per bill cycle, was not changed without her authorizationGreatCall does pre-bill for services and does not prorate its services when a customer elects to cancel their service prior to their next bill cycle; however, customers are able to continue using their service until the end of their bill cycle if they elect to cancel mid-cycle We apologize for any miscommunication regarding the billing of her service and any inconvenience this situation may have causedWe now 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
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 his dissatisfaction with GreatCall’s 5Star Urgent Response service We appreciate the opportunity to respond to [redacted] complaint and have completed an audit of his GreatCall account [redacted] has reported that during the course of placing a test call to our Emergency Response Center, he was greeted with an automated recording indicating that all representatives were busy at that time and that he should dial 9-1-in the event of a critical emergency Specific instructions for placing test calls are described on pages and of the User Guide enclosed with the device and can also be found in the Frequently Asked Questions section of our website ( [redacted] )In a rare instance that an Emergency Response Agent is not immediately available, a recording will play advising a caller to dial 9-1-for a critical emergencyIn most cases, when a high number of calls are received at one time, an Emergency Response agent is usually available within secondsShould a customer elect to dial 9-1-directly, they can do so by pressing and holing the center call button on the GreatCall Splash device for five or more seconds Our records show that on 6/16/2016, [redacted] called our Customer Service to request the cancellation of his accountPer his request, the account was closedBecause [redacted] requested cancellation outside of our standard day return period, we are unable to grant his request for a refund We apologize for any inconvenience this situation may have caused Best Regards
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, [redacted]
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 requested that GreatCall refund her Service Activation Fee because she was unable to successfully activate the Jitterbugflip phone Our records indicate that the account was established on 1/11/ [redacted] was charged the Service Activation Fee of $plus tax, totaling $This fee is charged at the time the account is established so that a mobile service number can be obtained and registered on the network for useBecause [redacted] could not activate the Jitterbugflip phone, the account was cancelled per her request [redacted] was advised at this time that a full refund would be issued within the next working daysOur Customer Service quotes this time frame to allow for the charge to post prior to being reversed and takes into account weekends and holidays Our records show that on 1/19/2016, a full refund has been issued but may take three to five working days to post to [redacted] ***’s [redacted] card We apologize for any inconvenience this situation may have caused Best Regards
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [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 complaintMr [redacted] is requesting a partial refund due to service being disconnected in the middle of the billing cycleWe 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 monthly service billing cycle was from the 18th of the month to the 17th of the next monthPayments were collected using an automatic payment from a MasterCard credit/debit card within three business days after the closing of the bill cyclePayments were processed in advance, or prepaid.We show that on 8/4/a port-out request was finalized and the mobile service number was released to a new wireless service carrierGreatCall Terms and Conditions state that a customer can request cancellation at any time and that they will not be charged for future months of serviceGreatCall does not prorate monthly billing charges and as such, we cannot refund a partial monthly service chargeWe 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
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] *** [redacted] has expressed her dissatisfaction with the phone number assigned to the Jitterbughandset activated for [redacted] use and has requested that a number with the area code be assigned to the phone or that she is allowed to port an existing phone number with the area code from a different carrier to GreatCall We appreciate the opportunity to respond to this complaint and have completed a review of [redacted] accountOur records indicate that on 5/9/2015, [redacted] placed a call to our Customer Service after experiencing a problem with activating the handset on our website, [redacted] Per [redacted] ***’s request, the account is established with [redacted] listed as the account holder and [redacted] listed as an authorized userThe setup of the account is completed and [redacted] is provided the instructions to complete the activation of the handset Later on 5/9/2015, [redacted] placed a second call to Customer Service to indicate that she would like a phone number assigned with a area code for useAt this time [redacted] is incorrectly advised that she was not issued a password by the previous Customer Service representative that assisted her with the setting up of the accountWe regret that the second representative and the Supervisor to whom her call was escalated both failed to allow [redacted] to use the designated password on the accountWe will take this opportunity to provide feedback and clarification to the GreatCall representatives that handled [redacted] ***’s second call to our Customer Service On 5/12/2015, GreatCall Customer Satisfaction Specialist [redacted] received the Revdex.com complaint responded to here and reviewed the audio recordings of the calls our Customer Service received from [redacted] ***Upon identifying the error, the GreatCall Customer Satisfaction Specialist, ***, placed a call to [redacted] to offer assistance but was unable to make contact with [redacted] by phoneA voicemail message was left for [redacted] to advise her that we can assist her with her concernsWhile the GreatCall Customer Satisfaction Specialist was unable to speak with [redacted] ***, the account password was entered into a specific field in our customer record management system so that it would be immediately recognized by our Customer Service Representatives as valid for verification when [redacted] contacts us in the future On 5/13/2015, [redacted] placed a call to our Customer Service in response to the voicemail left by the Customer Satisfaction Specialist and requested information on the number transfer process from their current carrier to GreatCall [redacted] indicated that she would like to transfer an active phone number from [redacted] to GreatCall for use on the Jitterbug phone for [redacted] The Customer Service representative who handled this call advised [redacted] call advised her of the necessary information required to submit the number transfer request and [redacted] stated that she would gather this information and call GreatCall once it is collected As a courtesy GreatCall will refund the first monthly service payment that was collected on 5/11/and clear this balance from the accountA refund in the amount of $will be applied to the credit/debit card used to collect the paymentWe appreciate [redacted] ***’s patience and understanding and hope that she accepts our apology 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
Re: [redacted] Account [redacted] Complaint # [redacted] To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced 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] established service on February 4, 2017, with the activation of a Jitterbug Plus cell phone through our website www.greatcall.comOn March 18, 2017, a warranty replacement handset was issuedThe replacement was subsequently delivered and activated on March 22, On April 10, 2017, Mr [redacted] closed his GreatCall account and stated that he had already returned the original phone in the pre-paid envelope provided with the warranty replacementWhile we acknowledge receipt of the original phone activated by Mr [redacted] , we have no record of the replacement phone being returned or received and Mr [redacted] is unable to provide tracking detail or proof of receiptAlthough Mr [redacted] would not typically qualify for a refund of the monthly service charges or the service activation fee due to the recorded usage of the phone, we will refund all monies collected to help Mr [redacted] recoup the cost of the phone purchased from [redacted] .comRefunds totaling $will be issued to the [redacted] card ending in 1000, from which they were originally collected We apologize for any inconvenience this situation may have causedBest Regards
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I want everyone to know how I was treated They have never said anything about the light scratches on the first phone returned and deep scratches on the second I do have a witness for that I want the print out of my phone calls I will get a subpoenaI hope they are not able to change what is on the computer I would love all the e mails back in forth about meRegards, [redacted]
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 requested that she be refunded $80.44, for a payment submitted to her closed account We appreciate the opportunity to respond to [redacted] ’s complaint and have completed an audit of her GreatCall account Our records show that [redacted] ’s account was closed on 11/5/At that time, a credit balance of $was posted to the accountGreatCall issues refund checks for overpayment on approximately the 15th of each monthWe regret that due to a processing error, the refund check was not issued on or about 12/15/We would like to confirm, however, that a refund check in the amount of $was mailed to the P.OBox billing address on file on 1/15/If [redacted] has not received this refund, we ask her to contact our Customer Service at [redacted] We apologize for any inconvenience this situation may have caused Best Regards
[redacted] To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint [redacted] has submitted a complaint regarding the unlocking of Jitterbug Touchsmartphones subscribed to by her husband, [redacted] Our records show that [redacted] established his service on 11/28/with the direct order of two Jitterbug TouchsmartphonesBecause [redacted] is outside of the 30-day return period described on our website, [redacted] and enclosed within the Terms and Conditions packaged with the handsets, we are unable to grant his request for a refund of the initial order Regarding the status of GreatCall handsets, our phones and smartphones are not lockedWhether another carrier will activate one of our devices on their network or whether our device is compatible with another network is not guaranteed We apologize for any inconvenience this situation may have caused Best Regards
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 did not purchase the device from Great Call I purchased it from [redacted] [redacted] accepted the return without incident Even if I had purchased the device directly from Great Call, it was defective as no attendant came on the line after we pressed the call button How can a firm charge a restocking fee for a defective device that I did not purchase from them? The service was also defective as Great Call did not contact the listed emergency contacts provided in case of a no contact with the user as their contract for service specifies I am asking for a full refund of the activation charge which I paid to Great Call The total amount due to me remains at $ When we initially cancelled the service on September, I was promised a full refund When I called customer service on October to inquire about the delay in the refund I was promised no later than September, I was again promised a full refund by both the customer service representative and her supervisor I don't expect special treatment, but I do expect the three promises of a full refund made by Great Call to be honored If a full refund is not received, I will contact the Attorneys General for the states of [redacted] as it is becoming increasingly clear that this firm's business practice is to delay and withhold full refunds for a service which does not work as well as charge fees to which they are not entitledPredatory practices against senior citizens cannot be tolerated Regards, [redacted] ***
Hello, I filed a complaint # [redacted] with the Revdex.com on 7/23/against GreatCall, Inc I settled with GreatCall, Incon their offer for a full refund of the purchase price of the phone minus a $Restocking fee The refund was to be issued to the card from which it was originally collected within business days from when the phone was received back in their warehouse I mailed the phone back to them on 8/17/through the USPS I paid to have it tracked so I know that the phone was delivered to a person at their warehouse on 8/21/at 9:am My credit card should have been refunded $within business days of receipt which would have been 9/11/ As of today, GreatCall, Inchas not honored the refund that they promised In order for me to have accepted the terms of GreatCall, Inc.'s offer, I was only presented with the option to accept their offer and the Revdex.com would close this case Since GreatCall, Incdid not honor their offer of refund, I would like the case reopened and the company pursued for the refund owed to me I am not surprised that GreatCall, Incdid not refund me like they said they would...this company scams people and is continuing to do so even after they agreed on the Revdex.com's website to refund their productPlease advise on my next stepsThank you, [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] has an issue with billingAs previously stated, Ms [redacted] ’ account was closed on 10/2/2017, the balance has been removed and the account is at a zero balanceThe email was system generated and can be disregardedMs [redacted] will receive a final statement showing the zero balanceWe apologize for any inconvenience this situation may have causedBest Regards
[redacted] To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint [redacted] has submitted additional comments for the above referenced complaint As previously stated, [redacted] did not report any battery issues with the phone prior to 11/7/16, the date of cancellationOur records show that our Customer Service and Technical Support teams have exercised due diligence in attempting to resolve any issues reported by [redacted] GreatCalls 30-day return policy, as stated in the Terms and Conditions, found in the User Guide that is packaged with the phone, for a refund the phone must be returned within days [redacted] was outside of the days and therefore no refund is due The Jitterbug Flip phone can be re-sold, gifted or recycled We apologize for any inconvenience this situation may have caused Best Regards
Response is attached Thank you, GreatCallRe: [redacted] ***_ Account [redacted] _Revdex.comComplaint # [redacted] To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”),creator of the Jitterbug, this letter is submitted in response to theabove-referenced complaint Mr [redacted] has expressed hisdissatisfaction with his recent Customer Service experience when cancelling hiswife’s GreatCall accountWe have located the account, [redacted] , under the nameAnita [redacted] and have conducted a review of the reported issue GreatCall regrets that Mrs***’saccount was not cancelled as requested on 11/7/by Mr***We wish toinform Mrand Mrs [redacted] that the account in question was cancelled on1/14/when Mr [redacted] spoke with a Customer Service Supervisor named ***.GreatCall wishes to inform Mr [redacted] that we do not report to credit agenciesand want to assure them that there will be no adverse impact to his creditscore Today, Thursday February 12, 2015,GreatCall has reversed the charges of $and $collected on December3, and January 5, back to the American Express card ending ***Weask that Mror Mrs [redacted] contact American Express to confirm that the blockthey have placed on GreatCall charges will not prevent the refunds from postingto their account balanceWe apologize for any inconvenience this situation may havecaused and consider this matter resolved unless the Revdex.com has any furtherquestions or requires additional informationIf you have any further questions, please contact me.Best Regards
Re: [redacted] ***_ Account [redacted] _ File [redacted] To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaintMs [redacted] disputes the billing being mailed to her by GreatCall on the basis that she did not order the service We appreciate the opportunity to respond to Ms***’s complaint and have completed an audit of her account We have found that on 9/2/2015, a gentleman by the name of [redacted] called GreatCall Customer Service to activate a used device for his mother, whom he identified as being [redacted] ***Because Mr [redacted] was attempting to activate a used device, GreatCall shipped Ms [redacted] a new device and deferred the one-time $service activation fee pending the collection of Ms***’s billing information (I.Ea valid credit or debit card)On 10/9/2015, GreatCall contacted Mr [redacted] by phone to advise him that the required billing information had not yet been providedOn 10/14/2015, GreatCall once more contacted Mr [redacted] and Mr [redacted] requested a one month credit because he had yet to setup the device for his mother’s useAs a courtesy, and because Mr [redacted] gave no indication that the service was to be cancelled, a one month service credit was appliedOn 11/10/2015, the GreatCall Splash device was returned with no information or authorization from GreatCallOn 11/13/2015, a GreatCall representative placed a call to [redacted] and the account was cancelled per [redacted] ***’s request As a one-time courtesy, because the device was not activated and was returned, GreatCall has agreed to clear the balance from Ms***’s accountAs to prevent future occurrences of this nature from taking place, GreatCall strongly recommends that Ms [redacted] speak to her son and request that he refrain from ordering services in her name for which he has no intention of payingGreatCall also wishes to advise Ms [redacted] that she could have immediately contacted us upon receiving the GreatCall package and thus could have prevented the prolonged resolution of the above referenced issue 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
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 reported that his phone will not workWe appreciate the opportunity to respond to Mr***’ complaint and have completed an audit of his GreatCall accountOur records show that on 12/19/16, Mr [redacted] processed an online order for a Jitterbug Smart phone creating account # [redacted] The phone was delivered on 12/22/and we show that an outbound call was placed 12/26/16, indicating that the phone was activatedOn 12/30/16, Mr [redacted] call Customer Service stating that he has two accounts and only wants to make one paymentOur representative spoke with his wife, Ms [redacted] for approval and processed an order to move the phone to account# [redacted] This move was completed on 1/7/2017, the account # [redacted] was disconnected and a final bill was sentOn 1/31/17, Mr [redacted] call Customer Service to inquire about the final bill he receivedOur agent explained that once the phone was moved to Ms***’ account, the account was closed, he understoodOn 2/3/17, Mr [redacted] call Customer Service as he was having trouble with the email on his phoneOur representative attempted to assist, however, Ms [redacted] stated he wanted to wait until his son was there to help him and that he would call backOn 2/5/17, Mr [redacted] called Customer Service for assistance with his dad’s phoneOur agent determined that the phone was asking for a password, since the password was not known, the agent transferred to Technical Support for a phone resetOn 2/6/17, Mr [redacted] called Customer Service to cancel service for his Smart phoneMr [redacted] was not able to verify his account password and the call disconnected, due to his statement that he wanted to cancel, our agent disconnected the serviceOnce a Smart phone is set up with an unlock password, if the password is forgotten, the phone then requires a resetIf this was not completed and Mr [redacted] would like to restore service, he can call [redacted] between the hours of 6am and 6pm Pacific Time and ask for Technical SupportWe 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 complaintMrArthur Perry wants to close two accounts he has with GreatCall 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 Jitterbug Jcell phone account on 1/22/with the online activation of a retail purchased phoneOur records show that the account for the GreatCall Splash device was established on 3/25/with the online activation of a retail purchased device On 9/10/GreatCall shows that an inbound call was received to the Jitterbug cell phone and was minutes longWe also received on this date an email request, from the email address listed on both accounts to cancel service.On 9/12/we disconnected both accounts and sent the reply confirmation that the service was canceled We apologize for any inconvenience this situation may have causedBest Regards
[redacted] To Whom It May Concern:On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaintMr [redacted] is seeking a refund.We appreciate the opportunity to respond to Mr***’s complaint and have completed an audit of his GreatCall accountMr***’s account was established on 9/27/2017, with the activation of a retail purchased Jitterbug Smart cell phoneMr [redacted] additionally requested to have his phone number ported in from a previous carrierWe collected the information and submitted the request.GreatCall attempted to contact Mr [redacted] on 9/29/2017, regarding the port in of his number, the password provided was incorrectA message was left to contact us with the correct information.On 10/2/2017, GreatCall received a request to cancel the port in of Mr***’s number and the port in was cancelledMsJean [redacted] called to cancel the service for Mr [redacted] on 10/18/She stated that Mr [redacted] did not like the phone and it wasn’t as easy to use as expectedWe determined that Mr [redacted] was not utilizing the easy to use GreatCall Home screen and offered to set that up and extend the 30-day return period to daysMs [redacted] declined this offer, stating that they had already replaced the phoneWe advised to contact the retail store for a refund of the phone, that the account would be cancelled and that we would process a refund under the 30-day return policy.On 11/20/2017, Mr [redacted] called to check the status of his refundA review of this call shows that our agent advised that the activation fee would be refundedA refund has been processed for $26.89, the $activation fee, less the $restocking fee, per the 30-day return policyPer GreatCall’s 30-day return policy, the Activation fee and the first month service fee will be refunded, less the $restocking fee, if less than minutes has been usedOur records show that minutes were usedWe apologize for any inconvenience this situation may have caused.Best Regards
Re: [redacted] _ Account [redacted] File 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 incorrectly increased her monthly invoice charges from $25.01/month to $49.86/month when she enrolled in automatic payments We appreciate this opportunity to respond to [redacted] complaint and have completed a review of her accountWe have determined that her service was established on 05/08/with the purchase and activation of a red JitterbughandsetThe initial sales order totaling $included the cost of the handset ($99), a one-time Service Activation Fee ($35), a non-refundable shipping charge ($10), and applicable taxes ($15.24)During the activation process, our system established a monthly Bill Cycle Date which determines when a customer's invoices are generated [redacted] account was established on our Monthly 12th Bill CycleConcurrently, [redacted] selected our $Minutes-Only Plan which includes airtime minutes per bill cycle On 05/12/2015, [redacted] first bill cycle period closed and on 05/13/an invoice totaling $was generatedThe charges included her $Minutes-Only Plan along with applicable taxes and feesThe charge for her airtime minutes billed her in advanced for services that would be provided during her next Bill Cycle period, 05/13/- 06/12/On 06/02/2015, a check payment of $was received and applied to her account to satisfy the charges associated with her May invoice On 06/13/ [redacted] June invoice totaling $was generatedThe charges included her $Minutes-Only Plan (for services that would be provided between 06/13/- 07/12/2015), a $charge for Text Messaging (incoming texts @ $0.10/message), and applicable taxes and feesOn 06/23/2015, she contacted our Customer Service to dispute the Text Messaging charges on her June invoiceAs a courtesy, a $credit was applied to her account On 07/09/2051, a recurring ePayment linked to her bank account was established upon receipt of her completed ACH Authorization formOn 07/13/2015, her July invoice is generated totaling $The charges included the cost of her $Minutes-Only Plan (for services that would be provided between 07/13/- 08/12/2015) and applicable taxes and fees The following day, 07/14/2015, per the established recurring ePayment, [redacted] bank account is debited for $to satisfy the outstanding invoice charges reflected on her accountThe $debit included charges incurred on her June invoice ($25.58), a $credit for text messaging, and charges incurred on her July invoice ($25.28) We wish to assure [redacted] that her monthly service plan, our $Minutes-Only Plan which includes airtime minutes per bill cycle, was not changed without her authorizationGreatCall does pre-bill for services and does not prorate its services when a customer elects to cancel their service prior to their next bill cycle; however, customers are able to continue using their service until the end of their bill cycle if they elect to cancel mid-cycle We apologize for any miscommunication regarding the billing of her service and any inconvenience this situation may have causedWe now 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
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 his dissatisfaction with GreatCall’s 5Star Urgent Response service We appreciate the opportunity to respond to [redacted] complaint and have completed an audit of his GreatCall account [redacted] has reported that during the course of placing a test call to our Emergency Response Center, he was greeted with an automated recording indicating that all representatives were busy at that time and that he should dial 9-1-in the event of a critical emergency Specific instructions for placing test calls are described on pages and of the User Guide enclosed with the device and can also be found in the Frequently Asked Questions section of our website ( [redacted] )In a rare instance that an Emergency Response Agent is not immediately available, a recording will play advising a caller to dial 9-1-for a critical emergencyIn most cases, when a high number of calls are received at one time, an Emergency Response agent is usually available within secondsShould a customer elect to dial 9-1-directly, they can do so by pressing and holing the center call button on the GreatCall Splash device for five or more seconds Our records show that on 6/16/2016, [redacted] called our Customer Service to request the cancellation of his accountPer his request, the account was closedBecause [redacted] requested cancellation outside of our standard day return period, we are unable to grant his request for a refund We apologize for any inconvenience this situation may have caused Best Regards
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, [redacted]
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 requested that GreatCall refund her Service Activation Fee because she was unable to successfully activate the Jitterbugflip phone Our records indicate that the account was established on 1/11/ [redacted] was charged the Service Activation Fee of $plus tax, totaling $This fee is charged at the time the account is established so that a mobile service number can be obtained and registered on the network for useBecause [redacted] could not activate the Jitterbugflip phone, the account was cancelled per her request [redacted] was advised at this time that a full refund would be issued within the next working daysOur Customer Service quotes this time frame to allow for the charge to post prior to being reversed and takes into account weekends and holidays Our records show that on 1/19/2016, a full refund has been issued but may take three to five working days to post to [redacted] ***’s [redacted] card We apologize for any inconvenience this situation may have caused Best Regards
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [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 complaintMr [redacted] is requesting a partial refund due to service being disconnected in the middle of the billing cycleWe 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 monthly service billing cycle was from the 18th of the month to the 17th of the next monthPayments were collected using an automatic payment from a MasterCard credit/debit card within three business days after the closing of the bill cyclePayments were processed in advance, or prepaid.We show that on 8/4/a port-out request was finalized and the mobile service number was released to a new wireless service carrierGreatCall Terms and Conditions state that a customer can request cancellation at any time and that they will not be charged for future months of serviceGreatCall does not prorate monthly billing charges and as such, we cannot refund a partial monthly service chargeWe 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
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] *** [redacted] has expressed her dissatisfaction with the phone number assigned to the Jitterbughandset activated for [redacted] use and has requested that a number with the area code be assigned to the phone or that she is allowed to port an existing phone number with the area code from a different carrier to GreatCall We appreciate the opportunity to respond to this complaint and have completed a review of [redacted] accountOur records indicate that on 5/9/2015, [redacted] placed a call to our Customer Service after experiencing a problem with activating the handset on our website, [redacted] Per [redacted] ***’s request, the account is established with [redacted] listed as the account holder and [redacted] listed as an authorized userThe setup of the account is completed and [redacted] is provided the instructions to complete the activation of the handset Later on 5/9/2015, [redacted] placed a second call to Customer Service to indicate that she would like a phone number assigned with a area code for useAt this time [redacted] is incorrectly advised that she was not issued a password by the previous Customer Service representative that assisted her with the setting up of the accountWe regret that the second representative and the Supervisor to whom her call was escalated both failed to allow [redacted] to use the designated password on the accountWe will take this opportunity to provide feedback and clarification to the GreatCall representatives that handled [redacted] ***’s second call to our Customer Service On 5/12/2015, GreatCall Customer Satisfaction Specialist [redacted] received the Revdex.com complaint responded to here and reviewed the audio recordings of the calls our Customer Service received from [redacted] ***Upon identifying the error, the GreatCall Customer Satisfaction Specialist, ***, placed a call to [redacted] to offer assistance but was unable to make contact with [redacted] by phoneA voicemail message was left for [redacted] to advise her that we can assist her with her concernsWhile the GreatCall Customer Satisfaction Specialist was unable to speak with [redacted] ***, the account password was entered into a specific field in our customer record management system so that it would be immediately recognized by our Customer Service Representatives as valid for verification when [redacted] contacts us in the future On 5/13/2015, [redacted] placed a call to our Customer Service in response to the voicemail left by the Customer Satisfaction Specialist and requested information on the number transfer process from their current carrier to GreatCall [redacted] indicated that she would like to transfer an active phone number from [redacted] to GreatCall for use on the Jitterbug phone for [redacted] The Customer Service representative who handled this call advised [redacted] call advised her of the necessary information required to submit the number transfer request and [redacted] stated that she would gather this information and call GreatCall once it is collected As a courtesy GreatCall will refund the first monthly service payment that was collected on 5/11/and clear this balance from the accountA refund in the amount of $will be applied to the credit/debit card used to collect the paymentWe appreciate [redacted] ***’s patience and understanding and hope that she accepts our apology 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
Re: [redacted] Account [redacted] Complaint # [redacted] To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced 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] established service on February 4, 2017, with the activation of a Jitterbug Plus cell phone through our website www.greatcall.comOn March 18, 2017, a warranty replacement handset was issuedThe replacement was subsequently delivered and activated on March 22, On April 10, 2017, Mr [redacted] closed his GreatCall account and stated that he had already returned the original phone in the pre-paid envelope provided with the warranty replacementWhile we acknowledge receipt of the original phone activated by Mr [redacted] , we have no record of the replacement phone being returned or received and Mr [redacted] is unable to provide tracking detail or proof of receiptAlthough Mr [redacted] would not typically qualify for a refund of the monthly service charges or the service activation fee due to the recorded usage of the phone, we will refund all monies collected to help Mr [redacted] recoup the cost of the phone purchased from [redacted] .comRefunds totaling $will be issued to the [redacted] card ending in 1000, from which they were originally collected We apologize for any inconvenience this situation may have causedBest Regards
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I want everyone to know how I was treated They have never said anything about the light scratches on the first phone returned and deep scratches on the second I do have a witness for that I want the print out of my phone calls I will get a subpoenaI hope they are not able to change what is on the computer I would love all the e mails back in forth about meRegards, [redacted]
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 requested that she be refunded $80.44, for a payment submitted to her closed account We appreciate the opportunity to respond to [redacted] ’s complaint and have completed an audit of her GreatCall account Our records show that [redacted] ’s account was closed on 11/5/At that time, a credit balance of $was posted to the accountGreatCall issues refund checks for overpayment on approximately the 15th of each monthWe regret that due to a processing error, the refund check was not issued on or about 12/15/We would like to confirm, however, that a refund check in the amount of $was mailed to the P.OBox billing address on file on 1/15/If [redacted] has not received this refund, we ask her to contact our Customer Service at [redacted] We apologize for any inconvenience this situation may have caused Best Regards
[redacted] To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint [redacted] has submitted a complaint regarding the unlocking of Jitterbug Touchsmartphones subscribed to by her husband, [redacted] Our records show that [redacted] established his service on 11/28/with the direct order of two Jitterbug TouchsmartphonesBecause [redacted] is outside of the 30-day return period described on our website, [redacted] and enclosed within the Terms and Conditions packaged with the handsets, we are unable to grant his request for a refund of the initial order Regarding the status of GreatCall handsets, our phones and smartphones are not lockedWhether another carrier will activate one of our devices on their network or whether our device is compatible with another network is not guaranteed We apologize for any inconvenience this situation may have caused Best Regards
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 did not purchase the device from Great Call I purchased it from [redacted] [redacted] accepted the return without incident Even if I had purchased the device directly from Great Call, it was defective as no attendant came on the line after we pressed the call button How can a firm charge a restocking fee for a defective device that I did not purchase from them? The service was also defective as Great Call did not contact the listed emergency contacts provided in case of a no contact with the user as their contract for service specifies I am asking for a full refund of the activation charge which I paid to Great Call The total amount due to me remains at $ When we initially cancelled the service on September, I was promised a full refund When I called customer service on October to inquire about the delay in the refund I was promised no later than September, I was again promised a full refund by both the customer service representative and her supervisor I don't expect special treatment, but I do expect the three promises of a full refund made by Great Call to be honored If a full refund is not received, I will contact the Attorneys General for the states of [redacted] as it is becoming increasingly clear that this firm's business practice is to delay and withhold full refunds for a service which does not work as well as charge fees to which they are not entitledPredatory practices against senior citizens cannot be tolerated Regards, [redacted] ***