Consumer Cellular

Revdex.com [redacted] Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondI’m sorrythat Mr [redacted] had such a difficult time in trying to get his issue resolvedI had one of my techniciansreach out to him and we have sent him a replacement phone.We are also looking at coaching and retraining in regards to our troubleshooting and warrantyprocessing.Sincerely,TINA G [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F [email protected]

February 22, Revdex.com [redacted] [redacted] Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondMr [redacted] had service with us until 1/4/2018, when we cancelled his service due to non-paymentThe customer owes two invoices currently$for service dates 11/12/– 12/11/and $for service dates 12/12/– 1/4/There was usage through the date that we suspended the account and the invoices are validTo avoid late fees and further collection efforts, the customer will need to pay the remaining balance of $by 3/30/Sincerely, TINA [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T F [email protected] www.ConsumerCellular.com

June 17, Revdex.com [redacted] [redacted] Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondI apologize if there was a misunderstanding in regards to how the credit for a SIM card worksThe credits are to be applied towards invoices onlyIf no invoice generates, then there is nothing to creditIt is a bill credit and not eligible for a refund to the customerShould the customer want a refund, they would need to return to the store where they purchased it from and see if that option is availableOn the packaging for the SIM card it does state that there is a $invoice credit on the first billIt does not state that it would be issued as a refundSincerely, TINA G [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T F [email protected] www.ConsumerCellular.com

Complaint: [redacted] I am rejecting this response because: ***Please see attached response [redacted] Please be advised that the complaint has not been resolvedI have not received any responsefrom Consumer CellularPlease continue to try to resolve the problem Sincerely, [redacted] ***

Thank you for contacting us regarding this complaint and allowing the opportunity to respondThis issueis being resolvedI spoke with ***, the daughter of the account holder, last weekWe have agreed toaccept the battery back for a refund and a prepaid mailing envelope is being sent to the customer***has agreed to drop the credit dispute so that we can waive the $late fee that was assessed.We also reactivated the account at that time.Sincerely,TINA G [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F 503.675.8989Corporate.Resolution@ConsumerCellular.comwww.ConsumerCellular.com

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondI’vereviewed all of the emails we have associated with this account and do not see a request to cancelThelast email we received from Mr [redacted] was 5/22/in which he asked what his account number is andwe replied the same dayWe have not received any calls or emails from the customer sinceOn 8/1/16we received notice of two credit card charge backs for payments made in June and JulyThe date of lastoutgoing usage was 5/31/The line of service continued to receive texts and calls until 7/28/16,then the service was interrupted due to the past due balance on 8/The below payments werereversed and $late fees were added for each.$Chargeback - payment made 6/2/on card ending in #***This payment was for serviceprovided from 4/12/through 5/11/16.$Chargeback - payment made 7/3/on card ending in #***This payment was for serviceprovided from 5/12/through 6/11/16.As you can see based on the service dates above, Consumer Cellular bills in arrears for monthly serviceand usageBoth of the above payments are valid for service that was active and used well before theservice was suspendedIf the customer drops the disputes with their card issuer and the funds arereturned to us, the $late fees will be waivedThis process can take upwards of days, depending onthe bankThe payments must be returned through this process and not made as separate transactions.Because there wasn’t a request to cancel service and the usage continued until the account wassuspended, the remaining balances are validHowever, we are willing, as a courtesy, to waive theservice charges on the last two invoices (service that was active from 6/12/16-7/11/and 7/12/16-8/1/16) if the reversed payments are returned to us per the aboveOtherwise, the account will continuethrough the collections processIf the customer would like further assistance with the billing, pleasecontact us at 888.549.4789.Sincerely,JESSICA H [redacted]

Revdex.com Complaint ID: [redacted] (Customer # [redacted] ) Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondThis account could have been resolved much more quickly and easily if the customer had not pursued multiple chargebacks with the credit card companyBecause there was no usage, we have cleared the account balance, nothing will be due on the accountIf we can be of further assistance please let us knowSincerely,

Thank you for contacting us regarding this complaint and allowing the opportunity to respondWe processed a refund of $to the MasterCard ending in [redacted] on 2/13/at 4:PM Pacific TimeThis was the original method of payment used for the purchaseAccording to our payment processing system, the refund was successfully settled the same nightThe release of funds for a refund can be delayed, usually no more than business days however this is up to the bank’s policiesWe recommend MsPinto contact her card issuerIf they need further assistance, our billing department can be reached at Transaction ID: [redacted] Settlement Date and Time: 13-Feb-21:57:PST

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondYes, there were payments in total that were takenTwo were taken on 6/13/2016, although one wasn’t applied to the account until later due to a system error, and another on 6/27/Out of those payments, we received a notice on two of them that the bank was not authorizing the funds and therefore we did not receive any fundsIn essence this means that the customer only made one paymentWhen a payment is made and then the funds are disputed, late fees of $per payment are also assessedDue to the issue with the account, where the payment was taken but not applied, we did clear the late fee that accruedThe current balance on the account is $which is for the service dates of 6/15/- 6/28/and is due on 7/22/

March 2, Revdex.com Complaint ID [redacted] Kelly W [redacted] (# [redacted] ) Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondKelly W [redacted] started service with Consumer Cellular 10/12/and the account was cancelled 11/18/17, then reinstated on 11/28/and cancelled again on 12/22/when the number was ported out to another carrierThe first invoice for the service from 10/12/through 11/18/was waived automatically under our day Risk Free GuaranteeThe charges on the account were $for the service that was active and used in the bill period that ran from 11/29/through 12/22/17, the date of cancellationThe service dates can be confirmed on page two of the invoicesKelly made the payment of $on 2/27/and we have waived the late fees that accruedI’ve also proactively rerated that invoice to the lowest plans possible for the actual usage which results in a reduction of $I’ve processed a refund of $to the credit card used to pay the bill and nothing further is due on the accountSincerely, JESSICA H [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T F [email protected] www.ConsumerCellular.com SW 69th Avenue ? Portland, Oregon 800-686-? www.ConsumerCellular.com ? [email protected]

Complaint: [redacted] I am rejecting this response because: I only owe and what ever was prora ted,and it is not total Sincerely, [redacted] ***

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondMr [redacted] account was suspended due to another account with Consumer Cellular that he is tied to which has gone to collectionsOur billing team tried to contact him on 10/5/to discuss resolving the account in collections so that we could reinstate his accountMr [redacted] may call our billing department at 1-888-549-to discuss his optionsSincerely, TINA G [redacted]

Complaint: [redacted] I am rejecting this response because: Under another carrier, using the phone in exactly the same fashion (actually in an increased fashion) data usage is only MB over the last daysAlso, usage for the period during which I was paying for a handset I purchased from former carrier was also exactly the same and did not go above the G limit imposed by the carrier during that periodThese exorbitant data charges began after handset was paid off and elevated charges to the level previously charged for data AND handset paymentI categorically reject Consumer Cellular's response and the proof is in my new carrier, who has only assessed MB data usage since November under identical, actually increased, usage patternsThis incident shows Consumer Cellular's attempt to extract monies from me to make up for the shortfall that occurred after paying off the handset Sincerely, [redacted]

Revdex.com [redacted] Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondThepayments that are coming to us are not from a credit or debit card or through our autopay featureWedo not have any of the customer’s credit, debit or banking information stored in our systemThey arecoming to us electronically every monthI recommend checking with the bank as it may be automaticpayments issued by themConsumer Cellular has taken no action to receive these paymentsThey keepgetting sent to usPlease check with the customer’s financial institution.Sincerely,TINA G [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALISTT [redacted] F [redacted]

June 6, Revdex.com [redacted] [redacted] Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondI have researched Mr [redacted] ’s accountIt is impossible for me to determine who was at fault for the damage of the phoneWhat I can tell is that Mr [redacted] has been a wonderful customer since and we would hate to lose his businessI am replacing his phone free of chargeWhen he receives the new phone it will come with a return label addressed to Portland, OR in which to send the damaged one and its equipment back inAs long as we receive the damaged phone back within days, the new phone will not cost anythingSincerely, TINA G [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T F [email protected] www.ConsumerCellular.com

Dear [redacted] , My assigned complaint, ID [redacted] , includes the following response The credit suggested by Tina G [redacted] is $and does not include a $costwhich I have already paid by credit card for the postal expediting of a phone devicesent to me on 3/3/ In other words, Consumer Cellular is claiming that they paid for the expediting costof 10.74, and that is not correctPlease review my credit card invoice, showing thatamount being charged to me The corrected amount is $whch is due me Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Two key points to my statement: 1) I said I might come back to their service, not that I would2) Only if they were giving me a standing guarantee, not just days, which they aren'tI would think that since they like to promote how great their service is that they would deal with this complaint in an honorable manner and refund my money, but apparently they won't If their so called great service would have dealt with the service calls I had to make, we wouldn't have got to this pointI have sent the phone back to them and only hope they don't turn around and sell it to another unsuspecting customerThe condition of that phone, other than not ringing, was perfect Sincerely, [redacted]

Revdex.com Complaint ID [redacted] [redacted] (Customer # [redacted] )Thank you for contacting us regarding this complaint and allowing the opportunity to respond [redacted] had service with Consumer Cellular from 7/3/through 7/11/She then reinstated service on 7/20/and set up a request to transfer a phone number from another carrier but then cancelled on 7/27/2017.The total charges for the period of time the service was active are $10.65, which has not been paidThis invoice was not automatically waived under our Risk Free Guarantee because [redacted] had service with Consumer Cellular before; customers are eligible for a day/unit trial period one timeBecause there was no usage, I have gone ahead and waived the invoiceIf [redacted] decides to reinstate service with Consumer Cellular in the further, she will not be eligible for another trial period and would be responsible for future charges.Sincerely,JESSICA H [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST F [email protected] www.ConsumerCellular.com

Complaint: [redacted] I am rejecting this response because: In order for me to pay any bill in full, I would have had full service, which I did notMany, many calls and emails took place between me and Consumer CellularI have copies of all of themYour response makes it sound like no communication took place...on the contrary, it was a constant mission on my part in trying to get a straight answer to my issuesWould you pay a bill for a service that you did not receive? I think not.Refer to the last email I received from CC...admitting I was not set up correctly Sincerely, [redacted]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondWe havespoken with Ms [redacted] about this already and she was advised that a credit check would be runThecall is a little over minutes long so I’m not going to transcribe everything word for word, but here aresome bullet points ? Customer calls in after previously calling in a few days agoThe agent verifies the voice plan; thecustomer wants to purchase a new device with no text messagingThe customer wants the Doroin burgundyAgent confirms that we are still offering that phone on sale ? Customer wants her cell number used for the contact info on her account ? Confirmed that customer is not transferring number ? Customer chooses to add protection plan on phoneDoes not want any accessoriesIs not anAARP member ? Agent confirms spelling of name for account ? Agent asks for the last digits of the customer’s social security number.Customer “Is that necessary to process?”Agent “YesIt’s for a standard credit check.”Customer “Oh, so you’re going to run my credit?”Agent “Just to approve the service.”Customer “OkWere you going to let me know beforehand?”Agent “Yes.” ? The customer goes on to ask if it’s a hard checkThe agent explains that the credit point comesoff after about monthsThe agent explains that even using just the first and last name of thecustomer will still run a credit check – the social is not required for the credit check to still berunCustomer states that putting her SSN out there makes her very worried so she didn’t wantto give that information The customer was advised of the credit check and she still continued through the processThe points onher credits score with Equifax will typically be there for about monthsTo clarify on the customer’squestion during the call, our agents collect all information to process the order and before submitting itthe agent will say something along the lines of “We just need to run a standard credit check to completeyour orderIs that ok?” Sincerely, TINA G [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F 503.675.8989Corporate.Resolution@ConsumerCellular.comwww.ConsumerCellular.com