Consumer Cellular

August 22, Revdex.com [redacted] [redacted] Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondMs [redacted] was on the 5GB data plan for $and the unlimited minute plan for $There were no overages on her invoices, just the taxes that are addedThe first invoice was for the dates of 5/12/– 6/11/in the amount of $The next invoice was for the service dates of 6/12/– 7/5/and it was prorated in the amount of $There was usage up through 7/5/One late fee has also accrued in the amount of $These amount are valid but as a courtesy I have lowered one of her invoices, due to using less voice minutes than the plan she had been onI have also waived the late feeHer amount owed is lowered from $to $I recommend that Ms [redacted] call us as soon as possible to make payment arrangements before additional late fees accrueSincerely, TINA G [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T F [email protected] www.ConsumerCellular.com

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondMr [redacted] ’s account was cancelled upon request on 2/19/Since there is no cellular service, in order to access the internet or download apps Mr [redacted] ’s phone would have to be connected to Wi-FiConsumer Cellular is not and has no way to block a customer’s phone from using to access the App store or any other functionality of the phone.Sincerely,JESSICA HA***CORPORATE EXECUTIVE RESOLUTION SPECIALIST T F [email protected]

Thank you for contacting us regarding this complaint and allowing the opportunity to respondMr [redacted] account has been suspended due to non-payment a few time, most recently on 7/8/It is the customer’s responsibility to ensure that we receive payment by the due date on the bill to ensure that service is not interrupted

Complaint: [redacted] I am rejecting this response because:after speaking with [redacted] , [redacted] stated that with so many problems after the reboot, including the phones inability to even shut off, There was software problems in the phoneThey should have swapped out the phone right than, since the phone is covered by a one year warrantyIt looks like to me now that the supervisor was more interested in making more money off the sale of a second phone, rather than standing behind Consumer Cellular's 100% GuaranteeThis is even further shown by an email sent to me and not provided to the Revdex.com offering me the new [redacted] or the [redacted] 7plus with extended finance termsThis I feel is a bait and switchThey get the $for my [redacted] J3, than another $dollars plus financing for the [redacted] I took [redacted] s recommendation to send the phone back to them for a full diagnostic, to see what's really going on (takes to days because of Easter).I still believe Consumer Cellular sent me a bad phone, wether intentional or notThey offered to send me a warranty phone? Didn't say if that's a refurbished used phone or newMy new phone made call for $plus the monthly fees of $They cancelled my service without my permission and won't stand behind there 100% Customer Satisfaction GuaranteeCan't wait to here what [redacted] has to say.Since Consumer Cellular cancelled my service why do they keep trying to sell me more phonesI reject the last offer, stand by your 100% Customer Satisfaction Guarantee and refund my money Sincerely, [redacted]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondI’m sorry to hear that Mr [redacted] is continuing to experience issues with our serviceI had Mike reach back out to him however it sounds like there is nothing further we can do as he is transferring his number to another providerMike will continue to monitor the account to ensure that the transfer goes as smoothly as possibleI had already applied credits above and beyond the service lostAt this time no further credits are due ***Please see attached***

Revdex.com [redacted] Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondIunderstand that Ms [redacted] doesn’t agree with our decision however we will only allow for one device peraccount.Sincerely,TINA G [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F [email protected]

Revdex.com [redacted] Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondIcontacted Ms [redacted] today regarding her Revdex.com complaintI’m sorry that Ms [redacted] had thisexperience with usI am researching to find out why the payment for the iPhone unlock was returnedafter the customer had been told initially that we would unlock the phoneAs a courtesy I have unlockedthe phone without getting the standard feeThe customer just needs to connect the phone to iTunes tocomplete the process.I was concerned because I saw that the customer was filing a credit disputeThe charge that was takenwas voided but it can sometimes take a little time to process back to the cardIf the customer files adispute we are required to refund the money whether the charges or valid or notIf we’ve alreadyrefunded the transaction, and then have to also refund the dispute, this would give the customer twocreditsThe amount would go back to the account as being owed and late fees would also be assessedIexplained this to Ms [redacted] and she will contact her card to stop the dispute and will wait for thevoided charge to be returned to her card.Again, I apologize that Ms [redacted] ’s account was mishandled and that the proper expectations werenot setI hope that my call to her this morning has cleared everything up.Sincerely,TINA G [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondThisaccount was opened over the phone on 10/14/The account was opened in [redacted] ***’s name withthe same billing address listed on this Revdex.com complaintA credit card was put on file for automaticmonthly paymentsWe sent a bill each month to the home address with a memo that shows “Do NotPay - Your credit card will be billed on your due date” on the remittance portion of the bill We did not receive any contact regarding this account until May 19, when [redacted] called in stating the credit card on file was hers and she would tell [redacted] to call in and change itAgain, wewere sending billing statements to the home monthly as well as additional notifications if the card onfile declined or the account became past dueEvery payment on the account was collected viaautomatic payments that the account holder set up when opening the account The service was last used on this account on 4/20/The last payment received on the account was$on 10/18/This is for the service provided from 8/27/through 9/26/Theremaining balance on the account is $for service provided from 9/27/through 12/16/2015,the date the service was suspended for non-paymentBecause there was no usage during this period,we will, as a courtesy, waive the billing and late fees on the accountNothing further will be due,however the payments made are valid and will not be refunded Consumer Cellular bills in arrears for monthly service and usageAs long as payments are being madeservice will continueIf a customer wishes to end service, it is their responsibility to notify usOurcollections department finally called and spoke to [redacted] on 12/16/when the service wasinterrupted and she indicated she wanted to cancel serviceThough the billing is valid through thecancellation date, we have waived the unpaid bills in good faith to try to resolve this complaint If we can be of further assistance please let us know Sincerely,JESSICA H [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F [email protected]

July 13, Revdex.com [redacted] Dear Revdex.com, Mr [redacted] set up service with us on 7/9/and we immediately started the transfer of his cell phone number from [redacted] to our companyA cellular company has hours in which to respond to the requestWe did advise the customer of thisOn 7/10/Mr [redacted] called in to check on his number transferWe advised him that we would research it and call him backWhen we called back, Mr [redacted] was not available so we spoke with his wifeWe let her know that we called [redacted] to check on the transfer request at which time [redacted] stated that the cell phone was not active, nor had it been since 6/18/The phone number must remain active during the transfer processWe cannot transfer an inactive numberWe advised the customer that he would have to reactivate the line for us to complete the transferMrs [redacted] stated she would pass along the message and have him call us backOn the morning of 7/11/we were able to complete the transfer of Mr [redacted] phone numberIn total, it took hours for the transfer to completeThe per day cost of the plan that Mr [redacted] is on is $per dayThe two days that it took to transfer the number would cost $plus taxI have credited this to his account which now has a credit of $that will be applied to the customer’s first invoiceThank you for contacting us regarding this complaint and allowing the opportunity to respondSincerely, TINA G [redacted]

Complaint: [redacted] I am rejecting this response because: I did everything they told me to do and informed them it did not fix the problem! They were notified of my problems with the phone LONG BEFORE the day period They are the ones that kept screwing around and taking time to answer and never told me how to return the phone to them There is NO [redacted] repair store in this area I did chat with [redacted] and they said CC should have taken care of the problem when I first told them about it It would be a hour drive for me to take it to an [redacted] store Sincerely, [redacted] ***

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondThis account was cancelled as Ms [redacted] requested by email on May 28, We have not been contacted regarding the account sinceThe account balance was sent to an outside collections agency in and any remaining balance is due to them, not to Consumer Cellular The collections agency may add interest charges, fees or report to a credit bureau, but Consumer Cellular has notQuestions about the current amount due or making payment arrangements should be referred to Professional Credit Service (PCS) at 800-972- Sincerely,JESSICA H [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T F [email protected] www.ConsumerCellular.com

Revdex.com [redacted] Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondItappears this has already been resolved with the customerWe received notice on 12/28/that thecustomer removed the credit dispute and when that happened we cleared the balance and the $25.00late fee that had been assessed.The customer is currently at a zero balance.Sincerely,TINA G [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST

February 8, Revdex.com [redacted] [redacted] Dear Revdex.com, I’m sorry to hear that our service did not fit the needs of the customer and I will certainly look into the employee issues that the customer listed [redacted] began service with us on 11/17/and service ended on 12/4/During that time, between the two service lines, there were 1,voice minutes, text and 1,495.81MB of data usedThe account was with us for less than a monthWhen the billing period is less than a month the invoice is prorated as are the available minutes, text and dataDue to the proration it caused overages which in turn caused a rather large invoiceI have removed the proration from the invoice and it has been reduced from $to $This invoice was due on 12/28/To avoid collections efforts I have set a payment arrangement for as far out as I could which is 2/27/If the account is not paid off by this date it will fall back to the standard collections effortsThank you for contacting us regarding this complaint and allowing the opportunity to respondSincerely, TINA G [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST

Complaint: [redacted] I am rejecting this response because:The dispute was initiated before the company issued the refund.The product was paid by a credit card, and the credit carrier bank was negotiating with Consumer Cellular.I didn't recieve any refunds from Consumer Cellular directly, and I didn't request the bank to demand a double refund.The issue is to be resolved between the Consumeer Cellular and the credit card's bank.All bills generated by Consumer Cellular were paid by me on time and in full.I have never received any bills from Consumer Cellular requesting the said paiment or indicating a past due amount,except their phone calls and e-mails.I have never signed for an e-mail payment communication with Consumer Cellular.The last billing cycle I paid on time and in full.My service was disconnected before the end of the current cycle and without mailing me a printed bill.The bank, by my request, assured Consumer Cellular on the phone,that the issue has been resolved and that their printed letter to them is on the way.Nevertheless,the service was discontinued by Consumer Cellular.Attached are copies of recent bills and Consumer Cellular's confirmation of payments.I may not be responsible for miscommunication by the Consumer Cellular with my financial institution,for getting a defective product from Consumer Cellular,and I should have not been punished for that Sincerely, [redacted]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondI’m sorry to hear that our customer had a bad experience with our serviceI can certainly remove the AppleCare from charging the customer however if I do that the AppleCare will cancel and the phone will no longer be coveredIf that is what they wish to do they may reply through this Revdex.com filing or may email me at [email protected] I will need a response soon if the customer is wanting to prevent the AppleCare from billingSincerely, TINA G [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T F [email protected] www.ConsumerCellular.com

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondI had one of my lead technicians reach out to Ms [redacted] and we are processing a warranty replacement to see if that addresses the issues that she has been havingMs [redacted] phone will arrive in 3-business days

Revdex.com [redacted] Thank you for contacting us regarding this complaint and allowing the opportunity to respond.Consumer Cellular’s policy for easy pay is that the customer must have had good payment history forseven invoices [redacted] paid an invoice late in JuneDue to this late payment the system isn’tallowing him to have easy pay.I did escalate this to see if we could make an exception and we can, but I must speak with [redacted] toplace the orderA standard agent is not going to be able to do this for himI attempted to call his cellphone but it only rang and I was not given an option to leave a voicemail [redacted] may contact me [email protected] so that I can assist him.Sincerely,TINA G [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALISTT [redacted] 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 respondA couple of our employees have spoken to Ms [redacted] She advised us that the glass of the camera was shattered ‘and glass was everywhere’Glass does not shatter and break on its ownThis happens from either impact or exposure to extreme temperaturesThis type of damage is not covered under the manufacturer’s warrantyMs [redacted] was given options to purchase a new phone our one of our discounted Certified Risk-Free phonesAt this time she is declining those options

February 29, Revdex.com [redacted] [redacted] Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondMr*** has been with our company since Looking back over the last sixth months for the phone number ending in 9211, it has been common to have to 200MB of usage per monthI did notice that it appears that the phone the customer is using is not one purchased through us and that it may be an iPhoneIf that is the case, I highly recommend that the customer turn off WiFi assist which can drive up data usage as it will switch the cellular network if the phone believes the WiFi connection isn’t as strongTo turn this off, go to Settings > Cellular > Scroll to the bottom of the screen and switch the Assist toggle to OFFSincerely, TINA G [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST

Complaint: [redacted] I am rejecting this response because: The response sent from Consumer Cellular is SO incorrect Dave called us only one time that we are aware of That was on 7-19- I personally spoke to him He told me that Square Trade had informed him that our new phone had been shipped 7-16-and it should arrive in 3-days I told him that we were leaving on vacation on 7-20-and would return on 7-22-16, which was a Friday I explained that we would be home in time to receive our mail, that my mail came about 2pm, and then I would know if the phone had indeed been shipped like I was told Dave said to me that he would call me on 7-23-16, which was a Saturday, to verify that we had received the phone I sarcastically responded to Dave, "that would be nice", because Dave had NEVER returned ANY calls that he said he would I don't know where Consumer Cellular is coming up with these dates that Dave called us, but he didn't talk to us those dates, unless we placed the calls to him He MAY have called when we were not home, but I have no messages on my phone service saying he called! As far as Dave not working on certain days, my husband talked to him on at least one occasion that Dave told him that was not his regular day to work, and we were never informed of what his USUAL days that he worked were That was the big frustration in us having to call Consumer Cellular, we could never talk to the same person, and each new person we talked to told us a different story! So, this answer is not only not acceptable, but a bunch of lies! Now I am more upset than I was when I filed the complaint, and I really didn't that was possible!!!!Sincerely, [redacted]