Consumer Cellular

Revdex.com [redacted] Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondMs[redacted] receives a 5% discount of the plan costHer plan currently costs $per monthWe provided adiscount of $which is 5%The discount is correct The original amount and the discount are shownon page one of every invoiceHere is what this looks like The increase to Ms [redacted] invoicing is the increase in her plan limitsShe had been on a lower data andtext planThe system had upgraded her plan from 500MB to 1.5GB as she had exceeded the smallerplanThis change was made on 7/18/Then someone went in, via the customer’s online account on8/26/2016, and increased the plan againEach plan increase is in $increments so these twochanges increase her monthly bill by $Ms [redacted] is welcome to change her plan back down if sheno longer wants and needs the higher plan.It does cost $for every additional lineAdditional lines are not free and we don’t have a familyplan where additional lines would be freeWhat we do have is free calls between any phone numberson the account Sincerely,TINA G [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F [email protected]

Revdex.com:Please refund to the original form of payment, the credit card ending ***, if at all possibleOtherwise, refund check is acceptable (please provide more "specific" time frame, such as weeks or weeks.) I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. It appears they have finally ponied up the refund I was looking for, as it is in the pending transactions on my credit card as of today. Thank you for your help, but I think we can close this. By the way, it is confusing that the message waiting email from you said your email address was not monitored, but then your message said to reply to this same email address if I had questions. Thanks again, Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I cancelled this phone service in November and again December talking with a Cellular representative by phone when I rec'd correspondence from Consumer Cellular, both times the Cellular rep stated I owed nothingThey have also sent a bill with dates that could not have possibly been my fathers as he was mentally incapacitated in mid November and his phone was taken awayThey listed a date of December 18th of last use which is the day he died and so all this information was fabricatedHs name was also spelled wrong in which it is entirely possible this was someone else's bill entirelyAfter I canceled this service no less than 2X in Cellular continued to bill through Jan-Feb 2017.I have remitted payment however due to the untruthfulness and agitation caused by these people seeking to graft as much money as possible from my fathers estate, I expect to be reimbursed $for my time in dealing with this companyMy hourly wage is $75/hrand this issue used over hours of my time dealing with this company-I believe my request more than fair considering the ethical and moral issues broken by Consumer Cellular Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:I appreciate the opportunity to respond to the letter from Consumer Cellular on July The first point in their letter acknowledges that they did not provide celluar phone service, for the original month On 10/28/17,they charged $which included a cell number that I had with T-Mobile, resulting in my being double billed On 11/28/ they adjusted the bill by $ This is equivalent to giving me a 45% discount for service they did not provideThe response letter ignored the fact that they tried three times to activate my cellular service and were not successful (See attachment) But they continued to bill me as if I had access to a cell phone In all fairness, I admit that during this whole time I did not have cellular service, Internet access was available This is unnecessary access since I have Internet access on my home computerWithout an accompanying cell phone, this access is useless outside the home But, I am willing to pay this $10/month charge, if the remaining cellular charges are droppedThe letter also ignored the fact that the chargeback on the two cell phones was rescinded on January and returned to Consumer Cellular(See attachment) I have a written statement from the bank to this effect For some reason, they do not recognize and put to collection a charge they know is invalidAt this point, I own two phones that have been locked, and I am denied their use I am willing to pay $10/month for the Internet services when Consumer Cellular contacts Professional Collection and withdraws the complaint In addition, I want the two phones, for which I have paid, unlocked Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I paid the CONSUMER CELLAR todayI want to post this message on Revdex.com COMPLAINT BOARD 1) On 10/4/I paid CONSUMER CELLULAR $ 2) On 11/17/I paid 3) On 1/5/I paid 4) On 2/23/I paid I was on the $planBut my bill is always doubleThe worst thing is the service: whenver I need to see my email and news outline, I always a message: you are not connected, or you data is exceeding the limit I post this message to help potential customers to make a better choice Sincerely, [redacted] ***

Revdex.com [redacted] Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondOur riskfree guarantee states that if a customer cancels within days and unites of usage we will waiveinvoices and accept phones purchased from us, in like-new condition, for a refundWe did accept Mr[redacted] ’s phones back and he was refunded for thoseHis usage however, was 1,833MB of data and 169voice minutesTherefore, the invoice is valid.When Mr [redacted] ’s phones were sent to him, we sent a welcome guideIn the welcome guide, it stateswhat our Risk Free Guarantee policy is.The invoice was prorated based on the number of days that Mr [redacted] had service with usThis can beseen on page of the invoice and I have verified that he is being billed the best possible rate based onlength of service and usage.Sincerely,TINA G [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F [email protected]

[redacted] Portland, Oregon 97224 [redacted] www.ConsumerCellular.com [redacted] @ConsumerCellular.com September 1, 2015 BBB [redacted] Dear BBB, We are only supposed to ship items to the address we have on file, which is where the SIM card was sent. The customer... has received two phones from us. One in November 2014 and the other in July 2015. We did a warranty replacement on the first phone and sent out the second one free of charge. The customer would receive no charges for the replacement as long as we received the first one back and it was in like-new condition. We did receive the first one however it was water damaged and the return was denied. We sent the first phone back to the customer and they received a charge for the replacement phone. We just received the replacement phone back and credited the charge that the customer had received. The customer still has the first phone in their possession and it is not eligible for a refund and due to the water damage, it is not eligible for a warranty replacement. If the phone is not functional, the customer would have the option to purchase a new phone. The customer is not due any refund for equipment. The customer has the option to cancel service or purchase a phone to use on the service but refund for service is not due until that decision has been made. We would only give a prorated credit for the time that they had no service. Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Sincerely, TINA G [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T [redacted] @ConsumerCellular.com www.ConsumerCellular.com

February 24, Revdex.com [redacted] [redacted] Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondThere was a phone that was orderedRegardless of who sent it back, we have it backIn regards to Ms [redacted] credit, we have not reported her account to any credit bureaus and we only work with EquifaxThere would have been a credit check at the time the account was activated however the credit check would fall off after six months, and it has already been that longIf Ms [redacted] has additional concerns about her credit and her identity, she will need to reach out to EquifaxSincerely, TINA G [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST

Revdex.com [redacted] Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondOurpolicy on unlocking phones can be found in our end user guide and I will include that section at thebottom of this letter for reference.We can unlock the iPhones purchased in and The iPhone purchased on 10/21/musteither wait days to be unlocked or we can unlock it for a fee of $The other option thecustomer has is to return the iPhoneAs long as the phone is in like-new condition (no scratches, cracks,drops, other physical damage, or liquid exposure), we will take the phone back and provide a refundIfMr [redacted] wishes to do this he must contact us no later than 12/5/to setup the returnHe cancontact us at 1-888-345-WHAT TERMS RELATE TO MY DEVICE AND CONTENT? My DeviceYou areresponsible for all phones and other devices containing a SIM assigned to your DeviceYourDevice must be compatible with, and not interfere with, our Services and must comply with allapplicable laws, rules, and regulationsWe may periodically program your Device remotely withsystem settings for roaming service, to direct your Device to use network services mostappropriate for your typical usage, and other features that cannot be changed manuallyIf youbought a Device from Consumer Cellular, it may have been programmed with a SIM lock whichwill prevent it from operating with other compatible wireless telephone carriers’ servicesIf youwish to use this Device with the service of another wireless telephone carrier, you must enter anUnlock CodeConsumer Cellular will provide the Unlock Code upon request, provided that youmeet certain criteria including, but not limited to the following: (a) you have paid for yourDevice in full; (b) the equipment has been active on Consumer Cellular’s service for at least sixmonths and the account is in good standing (i.eit has no past due amount or unpaid balanceowed Consumer Cellular); (c) your Device has not been reported lost or stolen; and (d)Consumer Cellular has the Unlock Code or can reasonably obtain it from the manufacturer.Consumer Cellular may allow you to pay a fee in lieu of the above criteriaThe fee will be set byConsumer Cellular in their sole discretionFor further details on eligibility requirements and forassistance on obtaining the Unlock Code for your handset, please call (800) 686-Devicespurchased for use on Consumer Cellular’s system are designed for use exclusively on ConsumerCellular’s system and EquipmentYou agree that you will not make any modifications to theEquipment or programming to enable the Equipment to operate on any other systemConsumerCellular may, at its sole and absolute discretion, modify the programming to enable the operationof the Equipment on other systemsYou are solely responsible for complying with U.SExport Control laws and regulations and the import laws and regulations of foreign countries whentraveling internationally with your Equipment.Sincerely,TINA G [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F [email protected]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondWe sent a confirmation to the port request from the new provider on 5/14/This cancelled Ms [redacted] Consumer Cellular account, however the line remained active in our back-end system to allow for the new provider to activate the line of service thus completing the portThree days later on 5/17/16, the new provider had not activated the number and we continued to receive usage on the customer’s cancelled accountAt that time, our system automatically suspended the line to stop usage and prompt resolution from the new providerOn the same day, we received a call from [redacted] that they were ready to complete the port, so we reactivated the lineOn 5/20/16, [redacted] cancelled the port request and started a new oneWe again released the number after they called our port department for assistanceThey verified that they have received the confirmation we submitted for the port requestA port is completed when the new service provider activates the phone number, which is up to the new service provider to doWe’re sorry to hear that Ms [redacted] experienced difficulty activating her service with ***Consumer Cellular completed our part of the port process immediately upon receipt of a port request from the new providerWe show that [redacted] did successfully complete the transfer on 5/21/

Revdex.com Complaint ID [redacted] (Customer # [redacted] )Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondThisaccount was opened on 11/and the number transfer process was started the same dayTransferring aphone number from a land line carrier can take much more time than transferring a wireless number.This can vary depending on the land line carrierI understand that there was an unusual delay insuccessfully transferring the customer’s phone numberOur porting team was working on this numbertransfer and checking on it dailyWhen transferring a phone number we submit a request to theprevious carrier and have to wait for their responseThey set a “due date” telling us when we willreceive the responseIf the old provider does not release the number for any reason, the process startsover again and are given a new due date each timeIn this case, we repeatedly received a response thatthe name did not match the Windstream account in spite of our attempts to verify the name on theaccount before each resubmission.Below is a list of the contacts we had with the customer, Windstream and our escalations teamsWecontacted Windstream multiple times to try to resolve the transferThe transfer finally completed on12/9/and the Consumer Cellular service was finally fully activeBetween 11/8/and 12/8/16, thecustomer had split service meaning their Consumer Cellular phone was active for outgoing call butincoming calls were still routed to their Windstream serviceI have applied a credit of $to theaccount which will go towards the invoiceWe’re sorry the customer experienced a delay in completingthe number transferIf they experience any additional issues please do let us know.11/Customer contacted us about port in from WindstreamWe recommended they contactWindstream as we had not yet received a response to the port request.11/Customer called back we advised we were waiting for a response from Windstream, the due datewas 11/1711/Customer called checking on port, port was in acknowledgment again with a due date of 11/2111/Customer escalated we reviewed time frame for landline port.11/We received a resolution required response and updated the name on port and resubmitted; wereceived a due date of 11/for a response from Windstream.11/We received a resolution required response and again updated the name on port andresubmitted; we received a due date of 12/for a response from Windstream.11/A porting specialist called the customer, reverified Windstream account info and emailedWindstream for assistance.11/Customer called in escalated to a supervisor, advised that we have been in contact via email withWindstream and we are waiting for responseWe verified again customer infoCustomer name is listedas [redacted] ***We advise we are following up with the port and will contact her when we have anupdate.11/A porting specialist contacted Windstream to see if we can get a response on port request sooner.We were advised we need to resubmit the port with correct name “ [redacted] ***.”12/A Senior Specialist took over port and contacted customer- verified info and the there are no otherservices attached to the lineThere were none so it should be a simple portEscalated to our networkprovider AT&T for additional assistance.12/Called customer to check in and advise on status of escalation12/Called customer to check in and let her know we are still waiting on a responseLet her know wewould contact her once we got a response.12/Customer called in and was advised that we are still waiting on an update.12/Customer and son called in and was transferred to the Senior SpecialistsAssured son we are doingeverything we canWent over process and advised we have sent the request and have escalated theportWe will contact them when we have a response.12/We requested an update and were advised to allow hours as the port was being worked by thewireline escalations team.12/Port was confirmed by Windstream releasing the number with a due date of 12/Called andspoke with customer and advised that we have a confirmationShe should be able to receive calls by12/Advised to call us if she does not, left specific instructions on account to transfer call if she callsback.Sincerely,JESSICA H [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F [email protected]

see attached November 2, 2015 BBB [redacted] [redacted] Dear BBB, Mr. [redacted] account was cancelled when another account in his household became past due by $1,565.48. Until this amount is paid on the other account, we will not turn on either... account. Mr. [redacted] called us on 10/8/2015 and requested the unlock codes for his phone which were given to him. He was advised that we cannot guarantee that the phone will work on any other service. The last payment that was taken from the account in Mr. [redacted] name was for the service dates of 8/27/2015 – 9/24/2015 in the amount of $16.42. This was for the final prorated invoice for his service. Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Sincerely, TINA G [redacted] [redacted] [redacted] [redacted] @ConsumerCellular.com www.ConsumerCellular.com [redacted] [redacted]

Complaint: [redacted] I am rejecting this response because: I HAVE NOT BEEN ABLE TO READ THE RESPONSE FROM CONSUMER CELLULAR BECAUSE THE PDF FILE DOES NOT OPEN WHEN I PRESS IT.Sincerely, [redacted]

November 3, Revdex.com [redacted] [redacted] Dear Revdex.com, Mr [redacted] purchased his phone on or about 3/4/At this point the phone is no longer under a manufacturer’s warrantyHe does not have insurance through us so I am assuming the insurance that is referenced is through ***Unfortunately we do not have any control over their insurance and whether or not they will replace a phoneMy best recommendation is for the customer to request to speak with a manager at the store to see if there is anything further that they would be willing to do for themAnother option would be to purchase a Bluetooth device instead of one that plugs inThere are many different varieties and there’s even one that goes around the neckWe don’t sell these but they can be found online and at electronics storesI’ve included a picture of what I’m talking about for referenceThank you for contacting us regarding this complaint and allowing the opportunity to respondSincerely, TINA G [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST [redacted] [redacted] @ConsumerCellular.com www.ConsumerCellular.com [redacted] [redacted]

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondOn 12/23/Ms [redacted] account was suspended due to non-payment and it has been since that timeThe amount that was owed is from numerous unpaid invoices starting from the service dates on 10/12/through the date we suspended the account on 12/23/2015.We tried times to contact Ms [redacted] We sent letters, emails and made phone calls before sending the customer’s account to collections plus invoices were also sentWe also had an agents respond to Ms [redacted] emails that she had sent us.Ms [redacted] was given ample opportunity to contact us prior to the account be sent to collections, which was on 3/15/At this time Ms [redacted] will need to contact Professional Credit Services at 1-800-972-to settle this debt.Sincerely,TINA G [redacted]

November 29, 2017Revdex.com [redacted] Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondI canconfirm that this account was cancelled on 11/17/when we spoke with [redacted] .The final invoice for the service dates of 11/11/– 11/17/in the amount of $has been paidand the account is at a zero balanceNothing further is owed.Sincerely,TINA G [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F 503.675.8989Corporate.Resolution@ConsumerCellular.comwww.ConsumerCellular.com

Revdex.com [redacted] Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondIapologize if there was a miscommunicationThe alerts that were sent to Mr [redacted] were on6/7/which stated that he had used 50% of his data planOn 6/13/a message was sentstating that he had used 75% and that if he went over we would move his rate plan upaccordinglyOn 6/17/Mr [redacted] exceeded his 200MB data plan and we moved him up to the500MB planIn total there was 355MB of data used during that billing cycle.The messages that Mr [redacted] is referring to are text messages and they were all incoming textmessagesBoth the data and the text message usage is validHe did not exceed his voiceminutes.I see that Mr [redacted] did speak with one of our agents on 6/23/and on 6/24/2017.Sincerely,TINA G [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F [email protected]

Complaint: [redacted] I am rejecting this response because:My uncle had to purchase fro you because he could hardly ever could use the other oneHis service was so por hr thought something was wrong withe phone The phones aregoood there is just poor servicr e where he lives I have no service on my phone there either He is years old, He did not understand that it was the service he thought it was the phoneHe never checked about the service in his area He should not br charged for minutes he did not ude.Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: When we were at the [redacted] , we gave the label to the [redacted] personelThey told us that the barcode is not a good one, and it must be under the box that said postage will be paid forWhen we made the call the customer service , we were at the [redacted] and we told the person on the phone about the issueThe [redacted] people confirmed that the label is validWhen the customer service person sent us two more times the same lable, the [redacted] person rejected them two more times Between consumer cellular, who tells us the label is goodAnd the [redacted] , who would not accept the labelWhat were we supposed to do? Sincerely, [redacted]