Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I have switched to T mobile who offered me unlimited talk and text for $ a monthand I bought a phone which has an easy mode, which is similar to JitterbugI think that Great call/ Jitterbug take advantage of the elderly by overcharging for their phone services Regards, [redacted]
Re: [redacted] To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint [redacted] has requested a full refund for her initial Jitterbug Flip cellphone order because she was unable to successfully complete the activation of the handset We appreciate the opportunity to respond to [redacted] complaint and have completed a review of her GreatCall account Our records show that [redacted] established her GreatCall account on 5/20/with the direct purchase of a Jitterbug Flip cell phoneOn 5/27/2016, [redacted] reported to our Customer Service that she was unable to complete the activation of the handsetAt that time, [redacted] was connected with our Technical Support but was still unable to complete the activation of the handsetPer [redacted] request, her account was closed GreatCall has since determined that the failed activation issue was network related and not a defect of the handsetThis issue is now resolved and all handsets, including those which previously failed, are now able to complete the final programming for activation Because the handset was not able to be activated, [redacted] was provided with a prepaid shipping label for the return of the handset, which was mailed to [redacted] on 5/31/Additionally, in a case where a phone could not be activated for use, the customer is entitled to a full refund of their initial order and any monthly service chargesGreatCall apologizes for any miscommunication on behalf of our representative [redacted] account has been noted to indicate that a full refund should be issuedRefunds are issued within days of the handset being received in GreatCall’s shipping warehouse 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 complaintMs [redacted] is disputing a billWe appreciate the opportunity to respond to Ms***’ complaint and have completed an audit of her GreatCall accountGreatCall will send an automatic, usage notification to the cell phone if a user has reached or exceeded 80% of the available monthly allotted minutesThe message states; Hello, GreatCall, your wireless provider, would like to notify you that based on your current usage you have the potential to exceed your monthly minutes allotment for the bill cycle ending on the (date)To review your estimated usage, please, contact our friendly customer representative at 1-800-733-To opt out, please press To hear the message again, press A review shows that on 6/3/2016, GreatCall delivered a usage notification to Ms***’ cell phone that at least of of the available minutes had been used and the number one was pressed to opt out of receiving any future noticesFor the next four bill cycles, Ms [redacted] exceeded her monthly allotted minutes of and overage fees incurred at cents per minuteOn 10/13/2016, Ms [redacted] and Ms [redacted] called to review usage on the accountBased on the usage, our advisor recommended a change to minutes, this was accepted and the plan was changedOn 12/20/2016, Ms [redacted] called to inquire about the account number and the information was providedLater this day, the cell phone number was ported out to a new carrier and the account was closedThe final bill processed on 1/6/2017, the balance was zero, GreatCall has no record of any invoice after this and there has been no balance due on the account sinceWe 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 [redacted] 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 service on May 7, 2017, with the online activation of a [redacted] Smart touchscreen phone purchased from a local Best Buy storeDuring the course of setting her account up online, Ms [redacted] selected an Unlimited Talk and Text planIn the first billing period between May 12th and June 11th, we show that Ms [redacted] used 3,talk-time minutesThis usage was reported to her on page of the billing statement generated on June 12th, In the second billing period between June 12th and July 11th, we show that Ms [redacted] used 2,talk-time minutesThis usage was reported to her on page of the billing statement generated on July 12th, On July 17th, 2017, Ms [redacted] contacted our Customer Service to request a lower rate planAt that time, she selected a rate plan with a talk-time limit of 1,minutesOn July 22nd, 2017, GreatCall delivered a Usage Notification warning alert to Ms [redacted] ’ [redacted] phone to advise her that she was close to using the allotment of available minutes for her rate plan selectionOn July 27th, 2017, Ms [redacted] followed up with our Customer Service to request cancellation of her accountAt any time, prior to closing her account, Ms [redacted] could have reviewed the usage for her phone by accessing the Usage section of the phone menu, accessing the usage/detailed history through her www.mygreatcall.com account or by contacting our Customer Service by phoneWe apologize for any inconvenience this situation may have causedBest Regards
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will pay the balance of $and will consider this complaint resolvedThank you for your help in the resolution of this dispute Regards, [redacted] by [redacted] POA
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 complaintMr [redacted] has supplied additional comments regarding his complaint As a one-time courtesy and specifically to resolve [redacted] ’s complaint, GreatCall will refund all monies collected from [redacted] Two separate refunds of $each for the monthly service charges and a refund of $for the original order will be issuedAll funds should be returned to [redacted] ’s account from which they were originally collected within the next ten business days While we have agreed to refund [redacted] in full, GreatCall’s assessment of [redacted] ’s complaint remains unchangedWe have determined that there was no malfunction of [redacted] ’s GreatCall Splash device and additionally, based on [redacted] ’s description of events; our representative followed the correct and established protocol for the handling of a call to our Emergency Response Center during a period of high call volume by responding to him immediately when an agent was next available As [redacted] himself has described, an Emergency Response Agent contacted him within seconds after he ended the call to our Emergency Response Center in which he was greeted by a recording indicating that an agent was not immediately available due to an unusual high number of calls at one time As previously mentioned, we are sorry to see that [redacted] has based his judgement/opinion of our services based on a single test call that occurred during this period of unusually high call volume 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 her dissatisfaction with not being provided a free car charger with the purchase of her Jitterbugupgrade handset on November 10th, and has also requested that the 5Star Urgent Response service be added to her account at no additional cost We have reviewed [redacted] calls to our Customer Service and have determined that no discussion of the car charger or the 5Star Urgent Response service took place during her conversation on November 10th, There was also no discussion about any other additional services that could be added to the new Jitterbughandset as [redacted] expressly stated that she wanted to maintain the absolute very lowest monthly rate plan available [redacted] agrees to the upgrade purchase at $for the handset, $for shipping and any applicable taxes [redacted] agrees to have these fees added to her next billDue to a system error, [redacted] has yet to be billed for the handset [redacted] called back to our Customer Service on November 20th, and reported that the car charger for her previous model, the JitterbugJ, did not fit in the charging port of her new JitterbughandsetThe GreatCall representative advised [redacted] that free car chargers are not included with an upgraded handset as the cost of the handset was to be discounted from the standard pricingTo satisfy [redacted] ’s complaint she is provided with a free car charger and free standard shipping, a total value of $ [redacted] is also offered to convert her rate plan to a plan which includes the 5Star Urgent Response service and is offered a service credit equal to the value of the 5Star Urgent Response portion of the rate for the first month, which she declines [redacted] states that had she known a free car charger would not be included with the purchase of the discounted Jitterbughandset, she would have simply purchased a new battery for her older JitterbugJ model handset GreatCall regrets that we cannot accommodate [redacted] ’s request to add the 5Star Urgent Response service at no additional cost to her monthly rate planAs a courtesy, GreatCall will bill [redacted] ’s account for the cost of a replacement battery in place of the cost of the upgrade handsetA $battery charge and a $shipping charge will be applied to [redacted] ’s February invoiceThis adjustment provides [redacted] with an additional $in savingsWe 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
[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 responded with his indication that he has returned the Jitterbug Flip cell phone again Although we cannot refund a phone that is not returned in like-new condition, we have issued an additional $billing credit to [redacted] ***’s accountCombined with the previously issued $credit, this will clear the charges incurred for the order of the Jiterbughandset currently used by the customerIn essence, an even exchange from one phone model to anotherNo further refunds or adjustments are meritedThe Jitterbug Flip will be recycled upon receipt 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 and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint [redacted] has reported that her credit or debit card has been used without her permission We appreciate the opportunity to respond to [redacted] complaint and have completed a review of her GreatCall account Our records show that the account was established on 5/18/with the activation of GreatCall Splash medical alert device that was purchased from a local [redacted] storeThe individual that setup the account on our website, [redacted] provided the name [redacted] as the user of the device and the party responsible for billingThe home address provided for [redacted] was [redacted] ***Additionally, during the online setup, the name of [redacted] was provided a party authorized to act on [redacted] behalfThe initial service activation fee of $plus tax, totaling $39.24, was charged to a [redacted] card ending in *** After the activation was submitted online, [redacted] placed a call to our Customer Service for assistance with activating the deviceAt that time, [redacted] was unable to complete the final programming of the device [redacted] was then connected with our Technical Support, who offered to send a replacement device [redacted] declined the replacement and stated that she would seek a replacement at the retail location and then call us back so that the new device could be setup on the service established with the online request Regretfully, we did not hear back from [redacted] until 8/24/On 8/24/2016, per [redacted] request, the account was closedPrior to our Customer Service being able to address the account status or any refunds due, [redacted] ended the conversation and our representative was forced to move on to the next call Because the GreatCall Splash device that was originally purchased at the retail location was not fully activated, we have refunded the monthly service charges collected in June, July and August of this yearAdditionally, the service activation fee collected on 5/18/has been refundedThe refunds should post to [redacted] account within the next business days GreatCall recommends that [redacted] advises her friends, family and associates to not use her credit or debit cards without her direct consultation and approvalShould [redacted] feel that her credit or debit card has been otherwise compromised or used fraudulently, we suggest that she takes the necessary steps to contact the financial institution that issued the card for support 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, Suzanne ***hospitalized for abdominal obstruction, etcfor past week Sorry for this late response It's hell to get old! Too bad, now [redacted] is without a phone - very bad He is unable to take proper care of "business" because he can't SEE very well Just received a letter from him and can hardly make out what he is trying to write( [redacted] )And, of course your INSTRUCTIONS are practically IMPOSSIBLE for him to SEE and READ! Great for SENIORS!!! Things happen! [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 I thank you for the refund, and sorry It took multiple written conversations, however I'm not making my decision on ONE event, yet many events that seem to be written on many different mode of communication, and I say that a system that does not use a redundant system is dangerous, but we will have to agree to disagree and I'm sure my one status and my opinion makes no difference to a company this largeBut i'm sure they know the statement let your concussion be your guideI would have wished they would have taken my comments serious on the handling of emergency calls and I'm sure my plus years of Emergency serevice is of no interest to themAGAIN, thank you for the refund and I wish the company luck in there service to the population of seniors that deserve nothing but the best Great Call Star thank you for my refund I appreciate it,and be well Regards, [redacted]
Re: [redacted] Account [redacted] _Revdex.com Complaint # [redacted] To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint [redacted] has reported that GreatCall has failed to provide her with the requested ACH form to enroll in automatic payments using a Checking or Savings account [redacted] is requesting service credits for the calls that she placed to our Customer Service when making requests for the formWe appreciate the opportunity to respond to [redacted] ’s complaint and have completed an audit of her account We have found that [redacted] has called our Customer Service on 3/4/2015, 3/23/2015, 4/9/and 5/2/to request the aforementioned ACH formGreatCall, as a courtesy, sends the ACH form within the first two months of service to all customers with their monthly billing statement by mailWe have confirmed that the ACH form was first provided, by mail with the monthly service invoice for September Subsequent requests that are received by GreatCall are included with the next available monthly service invoice after the request is receivedWe can confirm that the subsequent requests were fulfilled and included with the April, May and June monthly service billing statementsThe monthly billing statements for September 2014, April 2015, May and June are attached to our response for [redacted] ’s reviewWe encourage [redacted] to print one of the attached invoices so that she may use the enclosed ACH formAs a courtesy, we have included the ACH form in a stand-alone version for easy downloading by [redacted] We have determined that GreatCall has fulfilled [redacted] ’s request for the ACH form and therefore cannot issue a service credit because the form was overlooked when [redacted] was reviewing her monthly service billing statements We apologize for any inconvenience this situation may have caused and consider this matter resolved unless the Revdex.com has any further questions or requires additional information If you have any further questions, please contact meBest Regards
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]
Hello, Please see our response below [redacted] has failed to supply the relevant subscriber information as needed to review his complaint ***, GreatCall Operations Re: [redacted] Account Not Found_ 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] is requesting immediate termination of services for his parent's GreatCall account We appreciate the opportunity to respond to [redacted] complaint In reviewing [redacted] ’s complaint, we are unable to locate the referenced account as the subscriber account information has not been providedOn 11/4/at approximately 10:08am pacific we attempted to contact [redacted] at the phone number provided in the complaint [redacted] however [redacted] did not answer the callGreatCall was seeking to obtain the account information so that we could review and respond to the above referenced complaint GreatCall recommends that [redacted] has account holder follows up with our Customer Service department to request cancellation of their accountGreatCall can provide the account holder with a detailed usage report showing all incoming and outgoing calls recorded for the billing period in questionFor consumer safety purposes, the detailed usage report can only be mailed to the billing address on recordCustomer Service can be reached at [redacted] between 5am and 9pm pacific every day of the year Should [redacted] choose to contact GreatCall on his parent’s behalf, he should be prepared to verify the account information, including the full name on the account and the billing address information (city, state, zip code and home phone number) on file with GreatCallIf [redacted] has been previously authorized to discuss the account on behalf of the account holder, he should be prepared to verify the security password established by the account holder If [redacted] has not been authorized and issued a password by the account holder, then we will need the account holder on the line to verify the account and issue a one-time authorization for us to release any protected information to [redacted] We can also provide a fax number and/or email address for [redacted] to submit a fully executed financial power of attorney notice so that we may discuss the account in full with him 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
Good Morning, We appreciate this opportunity to address [redacted] concerns and rejection of our proposed resolution We have attached a copy of our response to his rejection for your review
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.Statements made by Great Call are factually incorrect When we made the test, no immediate response was made to the button push Eventually, Great Call did call my father's home phone However, we did not answer it because we wanted to test whether the company would call the emergency contacts in the event of an actual emergency None of the emergency contact phone numbers were contacted by Great Call Had there been an actual emergency and my father had fallen, he would not have been able to get to his landline telephone The promised calls to emergency contacts was a necessary part of the service and Great Call failed the test At no time was I notified about a restocking fee Not when I activated the unit, not when we cancelled the service, and not by either the customer service representative or her supervisor on my last call on October And why would there be a restocking fee anyway? The unit was purchased at [redacted] and I returned it to [redacted] , without incident If any restocking fee was to be charged, wouldn't it be at the point of sale? Also, if this were truly a fee, why would sales tax be charged? To make this right, I would like a full refund I am due an additional refund of $ Regards, [redacted] ***
Re: [redacted] Account [redacted] File [redacted] To Whom It May Concern:On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaintWe appreciate the opportunity to respond to Ms [redacted] additional comments.GreatCall made every attempt to place MsRivera on a plan that worked for herAs previously stated, on 12/7/2017, MsRivera called to confirm her account password and later that same day her number ported outOnce the number was no longer with GreatCall, the account automatically canceledAt the time of cancellation, MsRivera had used minutes, and there was a usage charge on the account in the amount of $The usage charge included; one, non GreatCall assistance call at $1.50, one GreatCall Operator assistance call at cents and four text/picture messages at cents per message for centsGreatCall has removed the balance and the account is closed.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]
Our records indicate that on 4/9/the customer began email correspondence with our Care Operations department that handles email communicationBased on the information provided by the customer, our representative cleared the account balance as requestedThe customer claims to have remitted a written cancellation request that was enclosed with a mailed payment, however the written request was not forwarded to GreatCall Customer Service by our third party payment processing centerThe payment processing center does not have the capability of accessing the account to process account changes as they are not GreatCall employeesRather than enclosing a letter requesting cancellation along with a payment, the customer should have followed the instructions provided on the reverse of the monthly billing statements and sent any written cancellation requests directly to the GreatCall address providedWe apologize for any confusion or inconvenience this situation may have caused *** 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 I have switched to T mobile who offered me unlimited talk and text for $ a monthand I bought a phone which has an easy mode, which is similar to JitterbugI think that Great call/ Jitterbug take advantage of the elderly by overcharging for their phone services Regards, [redacted]
Re: [redacted] To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint [redacted] has requested a full refund for her initial Jitterbug Flip cellphone order because she was unable to successfully complete the activation of the handset We appreciate the opportunity to respond to [redacted] complaint and have completed a review of her GreatCall account Our records show that [redacted] established her GreatCall account on 5/20/with the direct purchase of a Jitterbug Flip cell phoneOn 5/27/2016, [redacted] reported to our Customer Service that she was unable to complete the activation of the handsetAt that time, [redacted] was connected with our Technical Support but was still unable to complete the activation of the handsetPer [redacted] request, her account was closed GreatCall has since determined that the failed activation issue was network related and not a defect of the handsetThis issue is now resolved and all handsets, including those which previously failed, are now able to complete the final programming for activation Because the handset was not able to be activated, [redacted] was provided with a prepaid shipping label for the return of the handset, which was mailed to [redacted] on 5/31/Additionally, in a case where a phone could not be activated for use, the customer is entitled to a full refund of their initial order and any monthly service chargesGreatCall apologizes for any miscommunication on behalf of our representative [redacted] account has been noted to indicate that a full refund should be issuedRefunds are issued within days of the handset being received in GreatCall’s shipping warehouse 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 complaintMs [redacted] is disputing a billWe appreciate the opportunity to respond to Ms***’ complaint and have completed an audit of her GreatCall accountGreatCall will send an automatic, usage notification to the cell phone if a user has reached or exceeded 80% of the available monthly allotted minutesThe message states; Hello, GreatCall, your wireless provider, would like to notify you that based on your current usage you have the potential to exceed your monthly minutes allotment for the bill cycle ending on the (date)To review your estimated usage, please, contact our friendly customer representative at 1-800-733-To opt out, please press To hear the message again, press A review shows that on 6/3/2016, GreatCall delivered a usage notification to Ms***’ cell phone that at least of of the available minutes had been used and the number one was pressed to opt out of receiving any future noticesFor the next four bill cycles, Ms [redacted] exceeded her monthly allotted minutes of and overage fees incurred at cents per minuteOn 10/13/2016, Ms [redacted] and Ms [redacted] called to review usage on the accountBased on the usage, our advisor recommended a change to minutes, this was accepted and the plan was changedOn 12/20/2016, Ms [redacted] called to inquire about the account number and the information was providedLater this day, the cell phone number was ported out to a new carrier and the account was closedThe final bill processed on 1/6/2017, the balance was zero, GreatCall has no record of any invoice after this and there has been no balance due on the account sinceWe 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 [redacted] 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 service on May 7, 2017, with the online activation of a [redacted] Smart touchscreen phone purchased from a local Best Buy storeDuring the course of setting her account up online, Ms [redacted] selected an Unlimited Talk and Text planIn the first billing period between May 12th and June 11th, we show that Ms [redacted] used 3,talk-time minutesThis usage was reported to her on page of the billing statement generated on June 12th, In the second billing period between June 12th and July 11th, we show that Ms [redacted] used 2,talk-time minutesThis usage was reported to her on page of the billing statement generated on July 12th, On July 17th, 2017, Ms [redacted] contacted our Customer Service to request a lower rate planAt that time, she selected a rate plan with a talk-time limit of 1,minutesOn July 22nd, 2017, GreatCall delivered a Usage Notification warning alert to Ms [redacted] ’ [redacted] phone to advise her that she was close to using the allotment of available minutes for her rate plan selectionOn July 27th, 2017, Ms [redacted] followed up with our Customer Service to request cancellation of her accountAt any time, prior to closing her account, Ms [redacted] could have reviewed the usage for her phone by accessing the Usage section of the phone menu, accessing the usage/detailed history through her www.mygreatcall.com account or by contacting our Customer Service by phoneWe apologize for any inconvenience this situation may have causedBest Regards
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will pay the balance of $and will consider this complaint resolvedThank you for your help in the resolution of this dispute Regards, [redacted] by [redacted] POA
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 complaintMr [redacted] has supplied additional comments regarding his complaint As a one-time courtesy and specifically to resolve [redacted] ’s complaint, GreatCall will refund all monies collected from [redacted] Two separate refunds of $each for the monthly service charges and a refund of $for the original order will be issuedAll funds should be returned to [redacted] ’s account from which they were originally collected within the next ten business days While we have agreed to refund [redacted] in full, GreatCall’s assessment of [redacted] ’s complaint remains unchangedWe have determined that there was no malfunction of [redacted] ’s GreatCall Splash device and additionally, based on [redacted] ’s description of events; our representative followed the correct and established protocol for the handling of a call to our Emergency Response Center during a period of high call volume by responding to him immediately when an agent was next available As [redacted] himself has described, an Emergency Response Agent contacted him within seconds after he ended the call to our Emergency Response Center in which he was greeted by a recording indicating that an agent was not immediately available due to an unusual high number of calls at one time As previously mentioned, we are sorry to see that [redacted] has based his judgement/opinion of our services based on a single test call that occurred during this period of unusually high call volume 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 her dissatisfaction with not being provided a free car charger with the purchase of her Jitterbugupgrade handset on November 10th, and has also requested that the 5Star Urgent Response service be added to her account at no additional cost We have reviewed [redacted] calls to our Customer Service and have determined that no discussion of the car charger or the 5Star Urgent Response service took place during her conversation on November 10th, There was also no discussion about any other additional services that could be added to the new Jitterbughandset as [redacted] expressly stated that she wanted to maintain the absolute very lowest monthly rate plan available [redacted] agrees to the upgrade purchase at $for the handset, $for shipping and any applicable taxes [redacted] agrees to have these fees added to her next billDue to a system error, [redacted] has yet to be billed for the handset [redacted] called back to our Customer Service on November 20th, and reported that the car charger for her previous model, the JitterbugJ, did not fit in the charging port of her new JitterbughandsetThe GreatCall representative advised [redacted] that free car chargers are not included with an upgraded handset as the cost of the handset was to be discounted from the standard pricingTo satisfy [redacted] ’s complaint she is provided with a free car charger and free standard shipping, a total value of $ [redacted] is also offered to convert her rate plan to a plan which includes the 5Star Urgent Response service and is offered a service credit equal to the value of the 5Star Urgent Response portion of the rate for the first month, which she declines [redacted] states that had she known a free car charger would not be included with the purchase of the discounted Jitterbughandset, she would have simply purchased a new battery for her older JitterbugJ model handset GreatCall regrets that we cannot accommodate [redacted] ’s request to add the 5Star Urgent Response service at no additional cost to her monthly rate planAs a courtesy, GreatCall will bill [redacted] ’s account for the cost of a replacement battery in place of the cost of the upgrade handsetA $battery charge and a $shipping charge will be applied to [redacted] ’s February invoiceThis adjustment provides [redacted] with an additional $in savingsWe 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
[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 responded with his indication that he has returned the Jitterbug Flip cell phone again Although we cannot refund a phone that is not returned in like-new condition, we have issued an additional $billing credit to [redacted] ***’s accountCombined with the previously issued $credit, this will clear the charges incurred for the order of the Jiterbughandset currently used by the customerIn essence, an even exchange from one phone model to anotherNo further refunds or adjustments are meritedThe Jitterbug Flip will be recycled upon receipt We apologize for any inconvenience this situation may have caused Best Regards
Hello, Response doc is attached Abel- Customer Satisfaction
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 complaint [redacted] has reported that her credit or debit card has been used without her permission We appreciate the opportunity to respond to [redacted] complaint and have completed a review of her GreatCall account Our records show that the account was established on 5/18/with the activation of GreatCall Splash medical alert device that was purchased from a local [redacted] storeThe individual that setup the account on our website, [redacted] provided the name [redacted] as the user of the device and the party responsible for billingThe home address provided for [redacted] was [redacted] ***Additionally, during the online setup, the name of [redacted] was provided a party authorized to act on [redacted] behalfThe initial service activation fee of $plus tax, totaling $39.24, was charged to a [redacted] card ending in *** After the activation was submitted online, [redacted] placed a call to our Customer Service for assistance with activating the deviceAt that time, [redacted] was unable to complete the final programming of the device [redacted] was then connected with our Technical Support, who offered to send a replacement device [redacted] declined the replacement and stated that she would seek a replacement at the retail location and then call us back so that the new device could be setup on the service established with the online request Regretfully, we did not hear back from [redacted] until 8/24/On 8/24/2016, per [redacted] request, the account was closedPrior to our Customer Service being able to address the account status or any refunds due, [redacted] ended the conversation and our representative was forced to move on to the next call Because the GreatCall Splash device that was originally purchased at the retail location was not fully activated, we have refunded the monthly service charges collected in June, July and August of this yearAdditionally, the service activation fee collected on 5/18/has been refundedThe refunds should post to [redacted] account within the next business days GreatCall recommends that [redacted] advises her friends, family and associates to not use her credit or debit cards without her direct consultation and approvalShould [redacted] feel that her credit or debit card has been otherwise compromised or used fraudulently, we suggest that she takes the necessary steps to contact the financial institution that issued the card for support 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, Suzanne ***hospitalized for abdominal obstruction, etcfor past week Sorry for this late response It's hell to get old! Too bad, now [redacted] is without a phone - very bad He is unable to take proper care of "business" because he can't SEE very well Just received a letter from him and can hardly make out what he is trying to write( [redacted] )And, of course your INSTRUCTIONS are practically IMPOSSIBLE for him to SEE and READ! Great for SENIORS!!! Things happen! [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 I thank you for the refund, and sorry It took multiple written conversations, however I'm not making my decision on ONE event, yet many events that seem to be written on many different mode of communication, and I say that a system that does not use a redundant system is dangerous, but we will have to agree to disagree and I'm sure my one status and my opinion makes no difference to a company this largeBut i'm sure they know the statement let your concussion be your guideI would have wished they would have taken my comments serious on the handling of emergency calls and I'm sure my plus years of Emergency serevice is of no interest to themAGAIN, thank you for the refund and I wish the company luck in there service to the population of seniors that deserve nothing but the best Great Call Star thank you for my refund I appreciate it,and be well Regards, [redacted]
Re: [redacted] Account [redacted] _Revdex.com Complaint # [redacted] To Whom It May Concern: On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint [redacted] has reported that GreatCall has failed to provide her with the requested ACH form to enroll in automatic payments using a Checking or Savings account [redacted] is requesting service credits for the calls that she placed to our Customer Service when making requests for the formWe appreciate the opportunity to respond to [redacted] ’s complaint and have completed an audit of her account We have found that [redacted] has called our Customer Service on 3/4/2015, 3/23/2015, 4/9/and 5/2/to request the aforementioned ACH formGreatCall, as a courtesy, sends the ACH form within the first two months of service to all customers with their monthly billing statement by mailWe have confirmed that the ACH form was first provided, by mail with the monthly service invoice for September Subsequent requests that are received by GreatCall are included with the next available monthly service invoice after the request is receivedWe can confirm that the subsequent requests were fulfilled and included with the April, May and June monthly service billing statementsThe monthly billing statements for September 2014, April 2015, May and June are attached to our response for [redacted] ’s reviewWe encourage [redacted] to print one of the attached invoices so that she may use the enclosed ACH formAs a courtesy, we have included the ACH form in a stand-alone version for easy downloading by [redacted] We have determined that GreatCall has fulfilled [redacted] ’s request for the ACH form and therefore cannot issue a service credit because the form was overlooked when [redacted] was reviewing her monthly service billing statements We apologize for any inconvenience this situation may have caused and consider this matter resolved unless the Revdex.com has any further questions or requires additional information If you have any further questions, please contact meBest Regards
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]
Hello, Please see our response below [redacted] has failed to supply the relevant subscriber information as needed to review his complaint ***, GreatCall Operations Re: [redacted] Account Not Found_ 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] is requesting immediate termination of services for his parent's GreatCall account We appreciate the opportunity to respond to [redacted] complaint In reviewing [redacted] ’s complaint, we are unable to locate the referenced account as the subscriber account information has not been providedOn 11/4/at approximately 10:08am pacific we attempted to contact [redacted] at the phone number provided in the complaint [redacted] however [redacted] did not answer the callGreatCall was seeking to obtain the account information so that we could review and respond to the above referenced complaint GreatCall recommends that [redacted] has account holder follows up with our Customer Service department to request cancellation of their accountGreatCall can provide the account holder with a detailed usage report showing all incoming and outgoing calls recorded for the billing period in questionFor consumer safety purposes, the detailed usage report can only be mailed to the billing address on recordCustomer Service can be reached at [redacted] between 5am and 9pm pacific every day of the year Should [redacted] choose to contact GreatCall on his parent’s behalf, he should be prepared to verify the account information, including the full name on the account and the billing address information (city, state, zip code and home phone number) on file with GreatCallIf [redacted] has been previously authorized to discuss the account on behalf of the account holder, he should be prepared to verify the security password established by the account holder If [redacted] has not been authorized and issued a password by the account holder, then we will need the account holder on the line to verify the account and issue a one-time authorization for us to release any protected information to [redacted] We can also provide a fax number and/or email address for [redacted] to submit a fully executed financial power of attorney notice so that we may discuss the account in full with him 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
Good Morning, We appreciate this opportunity to address [redacted] concerns and rejection of our proposed resolution We have attached a copy of our response to his rejection for your review
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.Statements made by Great Call are factually incorrect When we made the test, no immediate response was made to the button push Eventually, Great Call did call my father's home phone However, we did not answer it because we wanted to test whether the company would call the emergency contacts in the event of an actual emergency None of the emergency contact phone numbers were contacted by Great Call Had there been an actual emergency and my father had fallen, he would not have been able to get to his landline telephone The promised calls to emergency contacts was a necessary part of the service and Great Call failed the test At no time was I notified about a restocking fee Not when I activated the unit, not when we cancelled the service, and not by either the customer service representative or her supervisor on my last call on October And why would there be a restocking fee anyway? The unit was purchased at [redacted] and I returned it to [redacted] , without incident If any restocking fee was to be charged, wouldn't it be at the point of sale? Also, if this were truly a fee, why would sales tax be charged? To make this right, I would like a full refund I am due an additional refund of $ Regards, [redacted] ***
Re: [redacted] Account [redacted] File [redacted] To Whom It May Concern:On behalf of GreatCall, Inc(“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaintWe appreciate the opportunity to respond to Ms [redacted] additional comments.GreatCall made every attempt to place MsRivera on a plan that worked for herAs previously stated, on 12/7/2017, MsRivera called to confirm her account password and later that same day her number ported outOnce the number was no longer with GreatCall, the account automatically canceledAt the time of cancellation, MsRivera had used minutes, and there was a usage charge on the account in the amount of $The usage charge included; one, non GreatCall assistance call at $1.50, one GreatCall Operator assistance call at cents and four text/picture messages at cents per message for centsGreatCall has removed the balance and the account is closed.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]
Our records indicate that on 4/9/the customer began email correspondence with our Care Operations department that handles email communicationBased on the information provided by the customer, our representative cleared the account balance as requestedThe customer claims to have remitted a written cancellation request that was enclosed with a mailed payment, however the written request was not forwarded to GreatCall Customer Service by our third party payment processing centerThe payment processing center does not have the capability of accessing the account to process account changes as they are not GreatCall employeesRather than enclosing a letter requesting cancellation along with a payment, the customer should have followed the instructions provided on the reverse of the monthly billing statements and sent any written cancellation requests directly to the GreatCall address providedWe apologize for any confusion or inconvenience this situation may have caused *** GreatCall Customer Satisfaction