To Whom It May Concern: On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint submitted by [redacted] on behalf of the subscriber, Richard Romano. We appreciate the opportunity to... respond to Ms. ***’s complaint and have completed an audit of Mr. [redacted] GreatCall account. Our records show that Mr. [redacted] account was established on June 14, 2014, with the activation of a GreatCall Splash emergency response device that was purchased at a local retail store. Our 5Star Emergency Response agents are certified by the International Academy of Emergency Dispatchers in emergency medical and police dispatch protocols. Questions are asked to find out what has occurred so that information can be relayed to first responders in real time. These are the same questions that are asked by 911 agencies throughout the United States. When needed the original agent will stay on the line until emergency services arrive. These agents used an integrated approach when verifying a caller’s location. In addition to the GPS location, incident details are collected from the caller and cross referenced with the aforementioned GPS location and details listed on the personal profile. We apologize for any inconvenience this situation may have caused. Best Regards.
Re: [redacted] 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] is seeking a refund.We appreciate the opportunity to respond to Ms [redacted] ’s complaint and have completed an audit of her GreatCall accountMs [redacted] established her account on 8/3/with an online purchase of a GreatCall Splash DeviceOn 6/13/2017, Ms [redacted] to report that her device was not working properly and a Lively Mobile replacement was ordered and delivered on 6/16/We do show that Ms [redacted] called several times for trouble shooting of her device and that the device was warranty replaced on two occasions On 6/30/2017, Ms [redacted] called to trouble shoot her deviceWe determined a coverage issue and the account was canceledWe advised that once the three devices are received, a refund would be processed.On 7/6/2017, Ms [redacted] called to inquire about her refund, we advised that we had not yet received the devicesMs [redacted] stated that she had mailed them seven days ago, and we should have gotten themWe explained that we did not yet have a record of receipt and that once received, the refund would process in business days.On 7/7/2017, GreatCall received a charge back from [redacted] for $53.43, the purchase price of the Lively Mobile purchased on 6/13/These funds were immediately returned to Ms [redacted] ’s credit card ending in ***Even though we had not yet received the return of the three devises that were sent to Ms [redacted] , GreatCall did not dispute this charge back and accepted the return of fundsGreatCall considers the matter closed and no further refund is dueOn 7/19/2017, GreatCall received the three returned devices.On 7/25/2017, Ms [redacted] called to confirm that the account was closedWe confirmed that it was closed as of 6/30/Ms [redacted] asked if we had received the devices and about the refundWe advised that we had received the devices and that the refund was returned to her via the [redacted] charge back on 7/7/Ms [redacted] asked for an email confirmation and we explained that we could not send an email confirmation, but that she could contact [redacted] to confirm receipt of the fundsWe 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] is stating his phone does not work and he would like one that does We appreciate the opportunity to respond to [redacted] complaint and have completed an audit of his GreatCall account Our records show that [redacted] account was established on 5/20/with the activation of a retail purchased Jitterbug Smart phone [redacted] ported in his phone number from another carrier on 5/23/and on 6/16/we communicated with him via email that his profile for the 5Star service was 100% completedOn 10/11/16, [redacted] called our customer service reporting an issue, he was not able to get to the phone sectionOur agent preformed basic troubleshooting and the phone was working properlyGreatCall received an email correspondence on 11/28/regarding the same issue previously statedWe replied with the request to call our customer service for troubleshootingWe received another email on 11/30/and again requested that he call usThere is a 48-72hour turnaround time for email response We have reviewed the usage on [redacted] ’s phone and are showing inbound and outbound calls on 12/1/2016, this would indicate that the phone is working [redacted] ’s Jitterbug Smart phone is under warranty, if he is still having issues and can use a family or friends phone to call us, [redacted] between the hours of 6am and 6pm Pacific Time, we can assist with his issue or if it is a manufacture defect, the phone can be replaced We apologize for any inconvenience this situation may have caused 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] has expressed dissatisfaction with her Customer Service experience and has reported that our agent's actions caused her to be double billedShe has requested a refund of charges incurred after her cancellation request on 10/14/ We appreciate this opportunity to respond to [redacted] ***’s complaint and have completed a review of her account We have determined that [redacted] ***’s account was established on 01/04/with the online activation of a red Jitterbug Plus handsetThe customer paid $for a one-time service activation fee ($25) and applicable taxes ($2.98)At that time, she elected our GoPlan for $per month plus applicable taxes which includes airtime minutes, our 5Star Urgent Response service, Urgent Care and VoicemailConcurrently during the activation process, our billing system established a Monthly bill cycle dateSuch cycle date determines when new air-time minutes are applied to the account and when the customer receives her monthly statement Later that day, [redacted] contacted Customer Service who assisted her in initiating a poof her existing phone numberWe have confirmed that the porequest was completed and her phone number was activated on her handset on 01/06/ On 02/20/ [redacted] contacted Customer Service and per her request, her rate plan was upgraded to our GoPlan for $per month which increased her monthly air-time minutes to minutes per bill cycleOur records also indicate that [redacted] established a recurring ePayment to satisfy her monthly service charges on via our website 09/05/At that time, her account reflected an outstanding balance of $for the charges associated with her September invoice Our system was unable to process a payment for this outstanding charge because the recurring ePayment was established after the customer's Monthly bill cycle date [redacted] ***’s October 2014's invoice totaling $was generated on 10/05/Our Financial Service team contacted [redacted] on 10/06/to obtain payment of her aging September invoice charges ($57.49) [redacted] elected to make a one-time payment of $to satisfy both her September and October invoice chargesLater that afternoon, our system initiated an ePayment to satisfy the outstanding charges on the accountWe regret that the one-time payment submitted earlier that day was still in a pending status which resulted in the second debit [redacted] advised us of the billing issue on 10/13/ This issue was escalated and we have confirmed that the duplicate charge was refunded to her [redacted] on 10/15/ On 10/07/ [redacted] emailed Customer Service to request a rate plan change to a less expensive planOur agent reviewed her usage and determined that our Go Plan which includes air-time minutes per bill cycle would be the best fitShe was advised to closely monitor her usage to prevent excessive usage charges and asked to confirm if the rate plan change should be completed [redacted] submitted a follemail expressing dissatisfaction with our agent's response and reiterated her rate plan change requestIn our agent's final response, our agent apologized for any misunderstanding and confirmed that [redacted] ***'s request could be processed [redacted] called Customer Service on 10/14/to express her dissatisfaction with her recent Customer Service experience and requested that her account be cancelled Per her request, the account was cancelledLater that day, a port out request received from her new carrier was rejected because of the pending disconnect order on the accountDuring [redacted] ***’s 10/16/follcall to Customer Service, she was advised of the rejected port out requestPer her request, the pending order was removed and she was advised to allow 1-business days for the port out request to be completedWe have confirmed that on 10/23/14, [redacted] ***’s phone number was successfully ported out and the account was cancelled We regret any negative Customer Service experience as the result of the duplicate billing and miscommunication via email At this time, [redacted] ***’s account has been cancelled per her request and her account reflects a $balance 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
Re: [redacted] To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint [redacted] has requested a refund for a monthly service charge We appreciate the opportunity to respond to this complaint and have completed a review of the GreatCall account for [redacted] Our records show that service was established on 11/22/2015, with the online activation of a GreatCall Splash device for use by [redacted] On 7/25/2016, per [redacted] request, the account was closed and the customer was advised that service is pre-paid, can be used through the end of the current billing period and that GreatCall does not prorate monthly service chargers As outlined in the Terms and Conditions, which the customer agrees to be bound to by activating and using their service; service can be cancelled at any time and a customer will not be charged for any future months of service While we understand the customer’s concerns and appreciate their feedback, we must hold all customers to the same standards and policiesNone-the-less, as a one-time courtesy we have refunded the most recent monthly service charge of $to the credit or debit card on fileThe customer’s feedback and concerns will be taken into consideration for future changes to our policies and procedures We apologize for any inconvenience this situation may have caused Best Regards
Re: [redacted] To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint [redacted] is requesting a refund We appreciate the opportunity to respond to [redacted] ***’s complaint and have completed a review of his GreatCall account [redacted] emailed GreatCall on 9/10/with a request to cancel his accounts immediatelyIn his email [redacted] states that he was trying to reach us for weeks but did not indicate why, he did not request assistance with a broken phone or to get a replacement We do show recorded usage on [redacted] ***’s cell phone of minutesAs stated in the previous reply, of the minutes used, the most recent usage was a minute in bound call that was received on 9/10/which indicates the phone was working at that time GreatCall has determined that no refund is due We apologize for any inconvenience this situation may have caused Best Regards
I am not satisfied but have no desire to invest more time in this disputeI have obtained a new cell phone and service from a different provider and will share my experience with Great Call with anyone who brings up cell phones in conversationI look forward to receiving Great Call's refund check for $but consider it small compensation for all the aggravation and expense[redacted] ***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] ***
Hello,Please see comments below.***, 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 supplied additional comments in reference to her complaint Our previous review indicated that on 7/29/2015, [redacted] activated two lines of service On 10/25/only one service number, ( [redacted] , was requested to be cancelledBecause the line of service was scheduled for cancellation, the port request received on 10/26/could not be processedPer [redacted] request, the phone number ( [redacted] was reconnected on 11/3/to allow for a port out to her new carrierOn 11/4/ [redacted] was billed for the monthly service charges for both lines of service that were active on her account at the time her monthly billing statement was generatedIn addition to the monthly service charges for both lines of service, [redacted] was billed for overage charges that were incurred during the 10/4/to 11/3/ billing period Our records show that as of 12/2/2015, the second line of service, phone number (507) 461-2572, was ported out and [redacted] GreatCall account was closedBecause the account has been disconnected in full, [redacted] will incur no further charges from GreatCall We apologize for any inconvenience this situation may have caused and consider this matter resolved 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 complaint [redacted] has expressed dissatisfaction with his GreatCall experienceHe has reported that he was not aware that his service was active and billing and wishes to obtain a refund for activation fee and service charge We appreciate this opportunity to response to [redacted] complaint and have completed a review of his accountWe have determined that the account was established with the purchase and activation of a GreatCall Splash deviceThe initial sales order totaling $included the cost of the device ($49.99), a one-tine Service Activation Fee ($35), and applicable taxes ($7.25)At the time of the online order, our system established a bill cycle of Monthly which determines when the customer monthly invoice is generatedConcurrently, [redacted] established a recurring ePayment linked to his [redacted] ending [redacted] to satisfy the monthly invoice charges associated with his account On 07/27/ [redacted] contacted out Customer Service to dispute a $debit to his [redacted] to satisfy his July invoice chargesOur agent advised [redacted] that the charge was for his 5Star service which was active and billing upon the fulfillment of his initial sales order [redacted] expressed his dissatisfaction with the activation of his service and per his request, the account was cancelledHe was also advised that his service had exceeded the 30-Day Return period and his request for a refund of the activation fee ($35) and invoice charges ($31.21) was denied We regret that it was not clear to [redacted] that his service became active and billing upon the fulfillment of his initial sales orderTo prevent further escalation of this matter, we will extend [redacted] ’s return periodOn 08/04/we contacted [redacted] to advise him of his extended return period and provided him with return instructionsUpon receipt of his returned device, we will process a 30-Day Return refund which includes a refund for the cost of the device, the one-time activation fee, first month’s invoiced charges and applicable taxes We apologize for any inconvenience this situation may have caused and will consider this matter resolved upon the completion of [redacted] ’s extended Day Refund 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 and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaintMs [redacted] has submitted a complaint on behalf of [redacted] We appreciate the opportunity to respond to this complaint and have completed a review of the GreatCall account being referencedOur records indicate that Ms [redacted] established her account on February 23, 2016, with the direct order of a GreatCall Splash deviceOn June 9, 2016, Ms [redacted] was sent a replacement device due to her dissatisfaction with the performance of the initial deviceOn July 6, 2016, per Ms [redacted] ’s request, her GreatCall account was closedAt the time of Ms [redacted] ’s request for cancellation she was outside of our standard 30-day return period as described in the Terms and Conditions section of the User Guide enclosed with the packaging of the device and as posted on our website, https://www.greatcall.com/legal/guaranteeBecause this request was received well outside of the aforementioned 30-day return period, we have determined that no refund is meritedWe 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] has reported that GreatCall did not close her mother’s cell phone account as requested We appreciate the opportunity to respond to [redacted] complaint and have completed a review of [redacted] account Our records show that the account was established on 7/28/with the direct order of a Jitterbug Plus cell phoneWe see that, on 3/7/2016, [redacted] requested the cancellation of her serviceAt that time, the account was scheduled to be closed on 4/3/which was the end of the billing period in which the cancellation request was received On 3/26/2016, [redacted] agreed to continue service and thus the cancellation set for 4/3/was removedOn 5/4/2016, [redacted] called our Customer Service to ask about a service bill which was received by mailOur Customer Service confirmed for [redacted] that she agreed to continue service on 3/26/Since [redacted] did not request cancellation of service at that time, the account remained open, active and continued to bill for monthly service chargesBecause no payment had been made since 5/4/2016, on 7/21/2016, [redacted] ’s service was interrupted for non-payment To date, GreatCall has received no further requests for cancellation from [redacted] Per [redacted] request, however, the account has been closed on 8/12/As a one-time courtesy and only because there is no usage recorded, we have cleared the closing balance of $ We apologize for any inconvenience this situation may have caused Best Regards
Re: [redacted] To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint [redacted] has expressed his dissatisfaction with the replacement processing of a GreatCall Splash device for use by his mother We appreciate the opportunity to respond to [redacted] complaint and have attempted to locate the records for the account being referencedUnfortunately, [redacted] has not provided the necessary account information to allow for us to retrieve the records for review Typically, when a handset or device is deactivated as part of a troubleshooting or replacement process, our representatives are required to inform the customer of the device/handset status that is in their possessionWe regret if this information was not provided to [redacted] at the time that a replacement device order was submittedAdditionally, the replacement and deactivation of a GreatCall Splash device should not affect any other line of service active on the account at that time [redacted] should follow up with our Customer Service at [redacted] between 5am and 9pm pacific time to discuss the account balance and request any adjustment that is dueAt that time, [redacted] should be prepared to supply the GreatCall account information and to verify the account’s security information We apologize for any inconvenience this situation may have caused Best Regards
Re: [redacted] Account [redacted] _ File [redacted] To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint [redacted] has reported an unauthorized charge for service and is requesting a refund We appreciate the opportunity to respond to [redacted] complaint and have completed a review of her GreatCall account Our records indicate that [redacted] subscribed to our 5Star Emergency Response service with an automatic payment requirement on 2/12/Recently, [redacted] ’s credit or debit card on file expired and [redacted] failed to provide GreatCall with updated billing information or any notice of her intent to cancel serviceGreatCall’s newest billing system automatically queries for new banking information and should the card issuer recognize the merchant requesting the update as having previously been setup for automatic billing, then the card issuer will provide the updated expiration date to the requesting merchant As a result of receiving the updated information GreatCall collected a past due balance of $on 5/13/Such balance represents service availability between 4/13/and 6/12/Because [redacted] cancelled her account on 5/13/2016, GreatCall will refund $which represented service for 5/13/to 6/12/As a reminder, it is common courtesy to notify a service provider when a customer wishes to end a business relationship as most service providers do not immediately stop service because of a past due balance We apologize for any inconvenience this situation may have caused Best 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 Ms [redacted] complaint and have completed a review of her GreatCall accountOur records indicate that Ms [redacted] established her account by activating a Jitterbug Smart touchscreen phone purchased from [redacted] on our website (www.greatcall.com/activate)At that time, Ms [redacted] selected our Unlimited Talk and Text Plan ($40.00), our Preferred Health and Safety service ($24.99) and our Handset Replacement Option ($4.00) plus local taxes and feesThis promotional plan includes Megabytes of free DataWhile the option to add additional Data was available, none was selected when creating the account onlineThe total monthly charges quoted online during the setup would have been $plus taxes and fees Although Ms [redacted] has made changes to the selections on her monthly service rate plan, an unpaid balance has caused her service to be temporarily suspended beginning on 1/6/Recently, on 1/12/2017, GreatCall received a request to release Ms [redacted] service number to a new carrierUnfortunately, the requesting carrier has supplied incorrect information required for validation and responded to the requesting carrier to advise them of the statusMs [redacted] should follow up with GreatCall to obtain the correct information required for the releasing of the number to the new carrierTo prevent additional charges from being incurred, the number transfer should be completed prior to 1/19/Because of the outstanding balance on the account, which is directly related to the usage of the phone, we have determined that no refund for monthly service charges is meritedAdditionally, since the Jitterbug Smart was purchased at a retail location, any request for a refund of the phone would be subject to the return policy of the store from which it was purchasedFinally, while all GreatCall phones are unlocked per nationwide standards, we cannot control which carriers will choose to accept or activate our phonesGreatCall phones were specifically designed to work with GreatCall’s service and proprietary features, such as the 5Star Emergency Response service, are only available through GreatCall We apologize for any inconvenience this situation may have caused Best Regards
Re: Bori [redacted] To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint [redacted] has requested a refund for a phone order outside of our standard 30-Day Return period We appreciate the opportunity to respond to [redacted] complaint and have completed a review of the GreatCall account opened under the name [redacted] Our records show that the account was established on 6/2/2016, with the Jitterbug Flip cell phoneA review of the audio recording indicates that the order was placed by [redacted] and shipped to her addressDuring the course of placing the order, [redacted] was advised to follow up with our Customer Service for phonebook and porting support [redacted] was advised to have a copy of the most recent cell phone bill for the service number being requested for porting Additionally, [redacted] was advised of our 30-Day Return policy; specifically that the account must be closed within days, that the phone would need to be returned in like new condition with all original components and with less than talk-time minutes usedBecause the account was established to bill to a different party, the account security information could not be collected at that timeThe order tracking information shows delivery of the order on 6/10/ On 7/4/2016, [redacted] placed a call to request the porting of a mobile service number from a previous carrier to GreatCall [redacted] was advised to have the account holder call us to setup the security information on the account and to designate any additional individual whom they grant access to make changes to the accountOn 7/6/2016, [redacted] completed the account security setup and submitted information to facilitate the porting of a mobile service number from a previous carrier to GreatCall On 7/7/and 7/11/2016, we attempted to contact [redacted] , using his contact information that was supplied at the time of the order, to advise him that his previous carrier had rejected the port request because incorrect information was suppliedOn 7/14/2016, a portion of the incorrect information was correctedAt that time, [redacted] was unsure of the required password/PIN on file with the previous carrier and was to call back with the missing information that the previous carrier required to be verified On 7/16/2016, the porequest was timed-out and closedOn 7/25/2016, per [redacted] ’s request, a new porequest was submittedOn 7/26/2016, we attempted to contact [redacted] because the previous carrier again rejected the port request because incorrect information has been suppliedAt that time, [redacted] provided updated information and the porequest completed On 7/28/2016, the customer was correctly advised that phonebook entries could not be transferred from a previous phone to the Jitterbug FlipAs described on page of the User Guide enclosed with the phone, phonebook entries can be managed by creating an online account at [redacted] manually entry directly on the handset or by calling our Personal OperatorsOn 8/8/2016, [redacted] ’s account was closed with the port-out of the mobile service number to a new carrierOn 8/15/2016, [redacted] was advised by our Customer Service that the phone could not be returned for a refund because she was outside the aforementioned 30-Day Return periodAs a courtesy, the August monthly service payment was refunded in full We apologize for any inconvenience this situation may have caused Best Regards
Re: [redacted] Account [redacted] File [redacted] To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaintMs [redacted] is seeking billing assistanceWe appreciate the opportunity to respond to Ms [redacted] ’s complaint and have completed an audit of her GreatCall accountOn 9/2/17, Ms [redacted] called to inquire about GreatCall’s basic Health & Safety plan with minutes and our agent made a change to the planA review shows that we should not have made the change to the lower plan as Ms [redacted] ’s current usage would not support the lower minutes and the usage overage fee occurredGreatCall has credited the usage over fee of $233.33, to the account and refund the amount back to the [redacted] card ending in ***The refund should post to the card in 3-business daysWe attempted to reach Ms [redacted] on 10/18/17, to advise of the credit but there was no answerWe 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 These people simply say they don't make partial refunds I want my money back; I don't really care about their policy Its my money 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] disputes GreatCall's evaluation results of [redacted] returned handsetFurthermore, she has requested that GreatCall stop its efforts to reobtain payment for the returned handset and adjust the account balance to $ We appreciate the opportunity to respond to [redacted] complaint and have completed a review of [redacted] accountWe have determined that his account was established 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 ($13.42) On 06/30/2014, [redacted] called our Customer Service to initiate a port in of his existing cell phone numberHe was advised to contact his previous carrier to obtain the information needed to complete his requestHe contacted our Customer Service later that day; however, we were unable still unable to initiate a port in of his existing phone number because [redacted] was unable to provide the information necessary to submit his requestOn 07/08/2015, [redacted] , the account’s billing contact, contacted our Customer Service to request the cancellation of [redacted] ***'s servicePer her request, the account was disconnected On 07/23/14, our Logistics team recorded the receipt of the returned handsetTheir evaluation notes indicate that the handset was received with scratches on the inside and outside LCD screens and also on the front case of the handsetAs a result, the handset was deemed to be in C-Stock condition and was not eligible for a refund per our established 30-Day Return policyAs per our policy, the handset was returned to the customer on 10/16/ On 09/26/14, our Financial Services team began processing a Chargeback initiated by [redacted] to recover the cost of the initial sales orderTo prevent further escalation of the dispute, we elected to accept default and processed a full refund of the cost of the initial sales order onto [redacted] ending *** [redacted] also received a refund of the charges incurred on her first month's invoice ($4.32)At that same time, the cost of the initial sales order ($157.42) was debited against the account We regret [redacted] and [redacted] ***’s negative GreatCall experienceTo prevent further escalation of this matter, we have removed [redacted] ***’s account from collections and have adjusted the account balance to $We have also forwarded a return shipping label to [redacted] to recover the handset 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] To Whom It May Concern: [redacted] has rejected our previous response and followed up with our Customer Service by phoneOur Customer Service has refunded, as a one-time courtesy, two months of the serviceThe refunds will post to the credit card or debit card on file within three to five business days We apologize for any inconvenience this situation may have caused and consider this matter resolved Best Regards
To Whom It May Concern: On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint submitted by [redacted] on behalf of the subscriber, Richard Romano. We appreciate the opportunity to... respond to Ms. ***’s complaint and have completed an audit of Mr. [redacted] GreatCall account. Our records show that Mr. [redacted] account was established on June 14, 2014, with the activation of a GreatCall Splash emergency response device that was purchased at a local retail store. Our 5Star Emergency Response agents are certified by the International Academy of Emergency Dispatchers in emergency medical and police dispatch protocols. Questions are asked to find out what has occurred so that information can be relayed to first responders in real time. These are the same questions that are asked by 911 agencies throughout the United States. When needed the original agent will stay on the line until emergency services arrive. These agents used an integrated approach when verifying a caller’s location. In addition to the GPS location, incident details are collected from the caller and cross referenced with the aforementioned GPS location and details listed on the personal profile. We apologize for any inconvenience this situation may have caused. Best Regards.
Re: [redacted] 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] is seeking a refund.We appreciate the opportunity to respond to Ms [redacted] ’s complaint and have completed an audit of her GreatCall accountMs [redacted] established her account on 8/3/with an online purchase of a GreatCall Splash DeviceOn 6/13/2017, Ms [redacted] to report that her device was not working properly and a Lively Mobile replacement was ordered and delivered on 6/16/We do show that Ms [redacted] called several times for trouble shooting of her device and that the device was warranty replaced on two occasions On 6/30/2017, Ms [redacted] called to trouble shoot her deviceWe determined a coverage issue and the account was canceledWe advised that once the three devices are received, a refund would be processed.On 7/6/2017, Ms [redacted] called to inquire about her refund, we advised that we had not yet received the devicesMs [redacted] stated that she had mailed them seven days ago, and we should have gotten themWe explained that we did not yet have a record of receipt and that once received, the refund would process in business days.On 7/7/2017, GreatCall received a charge back from [redacted] for $53.43, the purchase price of the Lively Mobile purchased on 6/13/These funds were immediately returned to Ms [redacted] ’s credit card ending in ***Even though we had not yet received the return of the three devises that were sent to Ms [redacted] , GreatCall did not dispute this charge back and accepted the return of fundsGreatCall considers the matter closed and no further refund is dueOn 7/19/2017, GreatCall received the three returned devices.On 7/25/2017, Ms [redacted] called to confirm that the account was closedWe confirmed that it was closed as of 6/30/Ms [redacted] asked if we had received the devices and about the refundWe advised that we had received the devices and that the refund was returned to her via the [redacted] charge back on 7/7/Ms [redacted] asked for an email confirmation and we explained that we could not send an email confirmation, but that she could contact [redacted] to confirm receipt of the fundsWe 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] is stating his phone does not work and he would like one that does We appreciate the opportunity to respond to [redacted] complaint and have completed an audit of his GreatCall account Our records show that [redacted] account was established on 5/20/with the activation of a retail purchased Jitterbug Smart phone [redacted] ported in his phone number from another carrier on 5/23/and on 6/16/we communicated with him via email that his profile for the 5Star service was 100% completedOn 10/11/16, [redacted] called our customer service reporting an issue, he was not able to get to the phone sectionOur agent preformed basic troubleshooting and the phone was working properlyGreatCall received an email correspondence on 11/28/regarding the same issue previously statedWe replied with the request to call our customer service for troubleshootingWe received another email on 11/30/and again requested that he call usThere is a 48-72hour turnaround time for email response We have reviewed the usage on [redacted] ’s phone and are showing inbound and outbound calls on 12/1/2016, this would indicate that the phone is working [redacted] ’s Jitterbug Smart phone is under warranty, if he is still having issues and can use a family or friends phone to call us, [redacted] between the hours of 6am and 6pm Pacific Time, we can assist with his issue or if it is a manufacture defect, the phone can be replaced We apologize for any inconvenience this situation may have caused 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] has expressed dissatisfaction with her Customer Service experience and has reported that our agent's actions caused her to be double billedShe has requested a refund of charges incurred after her cancellation request on 10/14/ We appreciate this opportunity to respond to [redacted] ***’s complaint and have completed a review of her account We have determined that [redacted] ***’s account was established on 01/04/with the online activation of a red Jitterbug Plus handsetThe customer paid $for a one-time service activation fee ($25) and applicable taxes ($2.98)At that time, she elected our GoPlan for $per month plus applicable taxes which includes airtime minutes, our 5Star Urgent Response service, Urgent Care and VoicemailConcurrently during the activation process, our billing system established a Monthly bill cycle dateSuch cycle date determines when new air-time minutes are applied to the account and when the customer receives her monthly statement Later that day, [redacted] contacted Customer Service who assisted her in initiating a poof her existing phone numberWe have confirmed that the porequest was completed and her phone number was activated on her handset on 01/06/ On 02/20/ [redacted] contacted Customer Service and per her request, her rate plan was upgraded to our GoPlan for $per month which increased her monthly air-time minutes to minutes per bill cycleOur records also indicate that [redacted] established a recurring ePayment to satisfy her monthly service charges on via our website 09/05/At that time, her account reflected an outstanding balance of $for the charges associated with her September invoice Our system was unable to process a payment for this outstanding charge because the recurring ePayment was established after the customer's Monthly bill cycle date [redacted] ***’s October 2014's invoice totaling $was generated on 10/05/Our Financial Service team contacted [redacted] on 10/06/to obtain payment of her aging September invoice charges ($57.49) [redacted] elected to make a one-time payment of $to satisfy both her September and October invoice chargesLater that afternoon, our system initiated an ePayment to satisfy the outstanding charges on the accountWe regret that the one-time payment submitted earlier that day was still in a pending status which resulted in the second debit [redacted] advised us of the billing issue on 10/13/ This issue was escalated and we have confirmed that the duplicate charge was refunded to her [redacted] on 10/15/ On 10/07/ [redacted] emailed Customer Service to request a rate plan change to a less expensive planOur agent reviewed her usage and determined that our Go Plan which includes air-time minutes per bill cycle would be the best fitShe was advised to closely monitor her usage to prevent excessive usage charges and asked to confirm if the rate plan change should be completed [redacted] submitted a follemail expressing dissatisfaction with our agent's response and reiterated her rate plan change requestIn our agent's final response, our agent apologized for any misunderstanding and confirmed that [redacted] ***'s request could be processed [redacted] called Customer Service on 10/14/to express her dissatisfaction with her recent Customer Service experience and requested that her account be cancelled Per her request, the account was cancelledLater that day, a port out request received from her new carrier was rejected because of the pending disconnect order on the accountDuring [redacted] ***’s 10/16/follcall to Customer Service, she was advised of the rejected port out requestPer her request, the pending order was removed and she was advised to allow 1-business days for the port out request to be completedWe have confirmed that on 10/23/14, [redacted] ***’s phone number was successfully ported out and the account was cancelled We regret any negative Customer Service experience as the result of the duplicate billing and miscommunication via email At this time, [redacted] ***’s account has been cancelled per her request and her account reflects a $balance 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
Re: [redacted] To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint [redacted] has requested a refund for a monthly service charge We appreciate the opportunity to respond to this complaint and have completed a review of the GreatCall account for [redacted] Our records show that service was established on 11/22/2015, with the online activation of a GreatCall Splash device for use by [redacted] On 7/25/2016, per [redacted] request, the account was closed and the customer was advised that service is pre-paid, can be used through the end of the current billing period and that GreatCall does not prorate monthly service chargers As outlined in the Terms and Conditions, which the customer agrees to be bound to by activating and using their service; service can be cancelled at any time and a customer will not be charged for any future months of service While we understand the customer’s concerns and appreciate their feedback, we must hold all customers to the same standards and policiesNone-the-less, as a one-time courtesy we have refunded the most recent monthly service charge of $to the credit or debit card on fileThe customer’s feedback and concerns will be taken into consideration for future changes to our policies and procedures We apologize for any inconvenience this situation may have caused Best Regards
Re: [redacted] To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint [redacted] is requesting a refund We appreciate the opportunity to respond to [redacted] ***’s complaint and have completed a review of his GreatCall account [redacted] emailed GreatCall on 9/10/with a request to cancel his accounts immediatelyIn his email [redacted] states that he was trying to reach us for weeks but did not indicate why, he did not request assistance with a broken phone or to get a replacement We do show recorded usage on [redacted] ***’s cell phone of minutesAs stated in the previous reply, of the minutes used, the most recent usage was a minute in bound call that was received on 9/10/which indicates the phone was working at that time GreatCall has determined that no refund is due We apologize for any inconvenience this situation may have caused Best Regards
I am not satisfied but have no desire to invest more time in this disputeI have obtained a new cell phone and service from a different provider and will share my experience with Great Call with anyone who brings up cell phones in conversationI look forward to receiving Great Call's refund check for $but consider it small compensation for all the aggravation and expense[redacted] ***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] ***
Hello,Please see comments below.***, 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 supplied additional comments in reference to her complaint Our previous review indicated that on 7/29/2015, [redacted] activated two lines of service On 10/25/only one service number, ( [redacted] , was requested to be cancelledBecause the line of service was scheduled for cancellation, the port request received on 10/26/could not be processedPer [redacted] request, the phone number ( [redacted] was reconnected on 11/3/to allow for a port out to her new carrierOn 11/4/ [redacted] was billed for the monthly service charges for both lines of service that were active on her account at the time her monthly billing statement was generatedIn addition to the monthly service charges for both lines of service, [redacted] was billed for overage charges that were incurred during the 10/4/to 11/3/ billing period Our records show that as of 12/2/2015, the second line of service, phone number (507) 461-2572, was ported out and [redacted] GreatCall account was closedBecause the account has been disconnected in full, [redacted] will incur no further charges from GreatCall We apologize for any inconvenience this situation may have caused and consider this matter resolved 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 complaint [redacted] has expressed dissatisfaction with his GreatCall experienceHe has reported that he was not aware that his service was active and billing and wishes to obtain a refund for activation fee and service charge We appreciate this opportunity to response to [redacted] complaint and have completed a review of his accountWe have determined that the account was established with the purchase and activation of a GreatCall Splash deviceThe initial sales order totaling $included the cost of the device ($49.99), a one-tine Service Activation Fee ($35), and applicable taxes ($7.25)At the time of the online order, our system established a bill cycle of Monthly which determines when the customer monthly invoice is generatedConcurrently, [redacted] established a recurring ePayment linked to his [redacted] ending [redacted] to satisfy the monthly invoice charges associated with his account On 07/27/ [redacted] contacted out Customer Service to dispute a $debit to his [redacted] to satisfy his July invoice chargesOur agent advised [redacted] that the charge was for his 5Star service which was active and billing upon the fulfillment of his initial sales order [redacted] expressed his dissatisfaction with the activation of his service and per his request, the account was cancelledHe was also advised that his service had exceeded the 30-Day Return period and his request for a refund of the activation fee ($35) and invoice charges ($31.21) was denied We regret that it was not clear to [redacted] that his service became active and billing upon the fulfillment of his initial sales orderTo prevent further escalation of this matter, we will extend [redacted] ’s return periodOn 08/04/we contacted [redacted] to advise him of his extended return period and provided him with return instructionsUpon receipt of his returned device, we will process a 30-Day Return refund which includes a refund for the cost of the device, the one-time activation fee, first month’s invoiced charges and applicable taxes We apologize for any inconvenience this situation may have caused and will consider this matter resolved upon the completion of [redacted] ’s extended Day Refund 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 and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaintMs [redacted] has submitted a complaint on behalf of [redacted] We appreciate the opportunity to respond to this complaint and have completed a review of the GreatCall account being referencedOur records indicate that Ms [redacted] established her account on February 23, 2016, with the direct order of a GreatCall Splash deviceOn June 9, 2016, Ms [redacted] was sent a replacement device due to her dissatisfaction with the performance of the initial deviceOn July 6, 2016, per Ms [redacted] ’s request, her GreatCall account was closedAt the time of Ms [redacted] ’s request for cancellation she was outside of our standard 30-day return period as described in the Terms and Conditions section of the User Guide enclosed with the packaging of the device and as posted on our website, https://www.greatcall.com/legal/guaranteeBecause this request was received well outside of the aforementioned 30-day return period, we have determined that no refund is meritedWe 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] has reported that GreatCall did not close her mother’s cell phone account as requested We appreciate the opportunity to respond to [redacted] complaint and have completed a review of [redacted] account Our records show that the account was established on 7/28/with the direct order of a Jitterbug Plus cell phoneWe see that, on 3/7/2016, [redacted] requested the cancellation of her serviceAt that time, the account was scheduled to be closed on 4/3/which was the end of the billing period in which the cancellation request was received On 3/26/2016, [redacted] agreed to continue service and thus the cancellation set for 4/3/was removedOn 5/4/2016, [redacted] called our Customer Service to ask about a service bill which was received by mailOur Customer Service confirmed for [redacted] that she agreed to continue service on 3/26/Since [redacted] did not request cancellation of service at that time, the account remained open, active and continued to bill for monthly service chargesBecause no payment had been made since 5/4/2016, on 7/21/2016, [redacted] ’s service was interrupted for non-payment To date, GreatCall has received no further requests for cancellation from [redacted] Per [redacted] request, however, the account has been closed on 8/12/As a one-time courtesy and only because there is no usage recorded, we have cleared the closing balance of $ We apologize for any inconvenience this situation may have caused Best Regards
Re: [redacted] To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint [redacted] has expressed his dissatisfaction with the replacement processing of a GreatCall Splash device for use by his mother We appreciate the opportunity to respond to [redacted] complaint and have attempted to locate the records for the account being referencedUnfortunately, [redacted] has not provided the necessary account information to allow for us to retrieve the records for review Typically, when a handset or device is deactivated as part of a troubleshooting or replacement process, our representatives are required to inform the customer of the device/handset status that is in their possessionWe regret if this information was not provided to [redacted] at the time that a replacement device order was submittedAdditionally, the replacement and deactivation of a GreatCall Splash device should not affect any other line of service active on the account at that time [redacted] should follow up with our Customer Service at [redacted] between 5am and 9pm pacific time to discuss the account balance and request any adjustment that is dueAt that time, [redacted] should be prepared to supply the GreatCall account information and to verify the account’s security information We apologize for any inconvenience this situation may have caused Best Regards
Re: [redacted] Account [redacted] _ File [redacted] To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint [redacted] has reported an unauthorized charge for service and is requesting a refund We appreciate the opportunity to respond to [redacted] complaint and have completed a review of her GreatCall account Our records indicate that [redacted] subscribed to our 5Star Emergency Response service with an automatic payment requirement on 2/12/Recently, [redacted] ’s credit or debit card on file expired and [redacted] failed to provide GreatCall with updated billing information or any notice of her intent to cancel serviceGreatCall’s newest billing system automatically queries for new banking information and should the card issuer recognize the merchant requesting the update as having previously been setup for automatic billing, then the card issuer will provide the updated expiration date to the requesting merchant As a result of receiving the updated information GreatCall collected a past due balance of $on 5/13/Such balance represents service availability between 4/13/and 6/12/Because [redacted] cancelled her account on 5/13/2016, GreatCall will refund $which represented service for 5/13/to 6/12/As a reminder, it is common courtesy to notify a service provider when a customer wishes to end a business relationship as most service providers do not immediately stop service because of a past due balance We apologize for any inconvenience this situation may have caused Best 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 Ms [redacted] complaint and have completed a review of her GreatCall accountOur records indicate that Ms [redacted] established her account by activating a Jitterbug Smart touchscreen phone purchased from [redacted] on our website (www.greatcall.com/activate)At that time, Ms [redacted] selected our Unlimited Talk and Text Plan ($40.00), our Preferred Health and Safety service ($24.99) and our Handset Replacement Option ($4.00) plus local taxes and feesThis promotional plan includes Megabytes of free DataWhile the option to add additional Data was available, none was selected when creating the account onlineThe total monthly charges quoted online during the setup would have been $plus taxes and fees Although Ms [redacted] has made changes to the selections on her monthly service rate plan, an unpaid balance has caused her service to be temporarily suspended beginning on 1/6/Recently, on 1/12/2017, GreatCall received a request to release Ms [redacted] service number to a new carrierUnfortunately, the requesting carrier has supplied incorrect information required for validation and responded to the requesting carrier to advise them of the statusMs [redacted] should follow up with GreatCall to obtain the correct information required for the releasing of the number to the new carrierTo prevent additional charges from being incurred, the number transfer should be completed prior to 1/19/Because of the outstanding balance on the account, which is directly related to the usage of the phone, we have determined that no refund for monthly service charges is meritedAdditionally, since the Jitterbug Smart was purchased at a retail location, any request for a refund of the phone would be subject to the return policy of the store from which it was purchasedFinally, while all GreatCall phones are unlocked per nationwide standards, we cannot control which carriers will choose to accept or activate our phonesGreatCall phones were specifically designed to work with GreatCall’s service and proprietary features, such as the 5Star Emergency Response service, are only available through GreatCall We apologize for any inconvenience this situation may have caused Best Regards
Re: Bori [redacted] To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint [redacted] has requested a refund for a phone order outside of our standard 30-Day Return period We appreciate the opportunity to respond to [redacted] complaint and have completed a review of the GreatCall account opened under the name [redacted] Our records show that the account was established on 6/2/2016, with the Jitterbug Flip cell phoneA review of the audio recording indicates that the order was placed by [redacted] and shipped to her addressDuring the course of placing the order, [redacted] was advised to follow up with our Customer Service for phonebook and porting support [redacted] was advised to have a copy of the most recent cell phone bill for the service number being requested for porting Additionally, [redacted] was advised of our 30-Day Return policy; specifically that the account must be closed within days, that the phone would need to be returned in like new condition with all original components and with less than talk-time minutes usedBecause the account was established to bill to a different party, the account security information could not be collected at that timeThe order tracking information shows delivery of the order on 6/10/ On 7/4/2016, [redacted] placed a call to request the porting of a mobile service number from a previous carrier to GreatCall [redacted] was advised to have the account holder call us to setup the security information on the account and to designate any additional individual whom they grant access to make changes to the accountOn 7/6/2016, [redacted] completed the account security setup and submitted information to facilitate the porting of a mobile service number from a previous carrier to GreatCall On 7/7/and 7/11/2016, we attempted to contact [redacted] , using his contact information that was supplied at the time of the order, to advise him that his previous carrier had rejected the port request because incorrect information was suppliedOn 7/14/2016, a portion of the incorrect information was correctedAt that time, [redacted] was unsure of the required password/PIN on file with the previous carrier and was to call back with the missing information that the previous carrier required to be verified On 7/16/2016, the porequest was timed-out and closedOn 7/25/2016, per [redacted] ’s request, a new porequest was submittedOn 7/26/2016, we attempted to contact [redacted] because the previous carrier again rejected the port request because incorrect information has been suppliedAt that time, [redacted] provided updated information and the porequest completed On 7/28/2016, the customer was correctly advised that phonebook entries could not be transferred from a previous phone to the Jitterbug FlipAs described on page of the User Guide enclosed with the phone, phonebook entries can be managed by creating an online account at [redacted] manually entry directly on the handset or by calling our Personal OperatorsOn 8/8/2016, [redacted] ’s account was closed with the port-out of the mobile service number to a new carrierOn 8/15/2016, [redacted] was advised by our Customer Service that the phone could not be returned for a refund because she was outside the aforementioned 30-Day Return periodAs a courtesy, the August monthly service payment was refunded in full We apologize for any inconvenience this situation may have caused Best Regards
Re: [redacted] Account [redacted] File [redacted] To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaintMs [redacted] is seeking billing assistanceWe appreciate the opportunity to respond to Ms [redacted] ’s complaint and have completed an audit of her GreatCall accountOn 9/2/17, Ms [redacted] called to inquire about GreatCall’s basic Health & Safety plan with minutes and our agent made a change to the planA review shows that we should not have made the change to the lower plan as Ms [redacted] ’s current usage would not support the lower minutes and the usage overage fee occurredGreatCall has credited the usage over fee of $233.33, to the account and refund the amount back to the [redacted] card ending in ***The refund should post to the card in 3-business daysWe attempted to reach Ms [redacted] on 10/18/17, to advise of the credit but there was no answerWe apologize for any inconvenience this situation may have causedBest Regards
To prevent further escalation of [redacted] complaint we have cleared her balance in full Thank you, GreatCall Customer Satisfaction
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 These people simply say they don't make partial refunds I want my money back; I don't really care about their policy Its my money 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] disputes GreatCall's evaluation results of [redacted] returned handsetFurthermore, she has requested that GreatCall stop its efforts to reobtain payment for the returned handset and adjust the account balance to $ We appreciate the opportunity to respond to [redacted] complaint and have completed a review of [redacted] accountWe have determined that his account was established 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 ($13.42) On 06/30/2014, [redacted] called our Customer Service to initiate a port in of his existing cell phone numberHe was advised to contact his previous carrier to obtain the information needed to complete his requestHe contacted our Customer Service later that day; however, we were unable still unable to initiate a port in of his existing phone number because [redacted] was unable to provide the information necessary to submit his requestOn 07/08/2015, [redacted] , the account’s billing contact, contacted our Customer Service to request the cancellation of [redacted] ***'s servicePer her request, the account was disconnected On 07/23/14, our Logistics team recorded the receipt of the returned handsetTheir evaluation notes indicate that the handset was received with scratches on the inside and outside LCD screens and also on the front case of the handsetAs a result, the handset was deemed to be in C-Stock condition and was not eligible for a refund per our established 30-Day Return policyAs per our policy, the handset was returned to the customer on 10/16/ On 09/26/14, our Financial Services team began processing a Chargeback initiated by [redacted] to recover the cost of the initial sales orderTo prevent further escalation of the dispute, we elected to accept default and processed a full refund of the cost of the initial sales order onto [redacted] ending *** [redacted] also received a refund of the charges incurred on her first month's invoice ($4.32)At that same time, the cost of the initial sales order ($157.42) was debited against the account We regret [redacted] and [redacted] ***’s negative GreatCall experienceTo prevent further escalation of this matter, we have removed [redacted] ***’s account from collections and have adjusted the account balance to $We have also forwarded a return shipping label to [redacted] to recover the handset 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] To Whom It May Concern: [redacted] has rejected our previous response and followed up with our Customer Service by phoneOur Customer Service has refunded, as a one-time courtesy, two months of the serviceThe refunds will post to the credit card or debit card on file within three to five business days We apologize for any inconvenience this situation may have caused and consider this matter resolved Best Regards