Consumer Cellular

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 meSincerely, [redacted] I am accepting Consumer Cellulars response and have attached proof someone was messing with my account and what they had on it for minutes, etc isn't even one of their plans availableWe were told it was a prepaid plan and would be $a month total so they are incorrect about it and about how much time, data , etc they claimed I used I was to have email available and never did have that, my husbands phone had no service for who knows how long I will be keeping the screenshots of what was messed with in my account I checked and it has disappeared and shows zero balance Thanks so much for your help Revdex.comI will forward everything to AARP since I told them what was going on as well [redacted] ***

Complaint: [redacted] I am rejecting this response because:as I stated they lied to me about the usage minutes, and how they determined my usageI asked them on three separate occasions and only the last time I spoke to a representative did they tell me.if I had known when I first received notice that I was going over, I would have cancelled service thenWhy are they not speaking to thatI think if a person ask a direct question about how they count the minutes they should be toldI would never take a plan that gives me only thirty minutes told time per day, I may as well had bought a minute cardSincerely, [redacted] ***

Revdex.com [redacted] Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondIf theaccount is not cancelled and continues with service, there would be no refund due.Our risk freeguarantee states that if the customer cancels within days and no more than units of usage wewill waive any invoices that generated.Ms***’ account has been active since November 2016, well over the days, and the account is stillactiveAs a courtesy I have applied a $credit for the additional line charge for the phone that wasreturned.On our web site it states:30-DAY MONEY-BACK GUARANTEEWhen we say “try us risk-free” we mean itIf, within the first days, minutes, texts or 300MB of data use— whichever comes first, you are not completely satisfied with our service, simplycancel and we'll refund your money.No questions asked!Sincerely,TINA G [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondWe have already received the phone in question back and have already refunded for the phoneA $credit was issued to the customer’s card ending in [redacted] on 2/17/Ms [redacted] account is currently active and there is usage on the phone that she hasIf she is in need of buying a new phone, she will need to contact us at 1-800-686-to place an order

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondMs [redacted] purchased an iPhone 5c on 7/21/for $plus taxThe phone was financed using our interest free EasyPay programThis allows a customer to pay $down and monthly payments of $ until the full cost of the phone is paid offA lending agreement was electronically signed for this device on 7/21/When the iPhone 5s was purchased on 5/16/16, $remained due on the iPhone 5cTo purchase the iPhone 5s, a down payment of $was made plus the agreement of five monthly payments of $eachThe remaining balance for the iPhone 5c is still dueWe have reviewed the call and confirmed the agent Ms [redacted] spoke to advised her that she would have to pay off the remaining balance of the existing phone and make five payments of $to pay off the new phoneThe customer electronically signed a lending agreement for this phone on 5/16/Ms [redacted] can access copies of both lending agreements by logging in to her Consumer Cellular account online, selecting “view details” below the “pay now” button, then select “view/print agreement” for each phone listed in the EasyPay sectionWe’re sorry if there was any misunderstanding, however the agent properly explained the cost and the customer signed the lending agreements for both phones explaining the amounts due and the payment schedulesA customer cannot finance a phone, then finance a second phone and only pay for the new phone while both are theirs to keepThe only option to clear a balance due for a financed phone is to return or exchange that phone within the return period, which is days from the date of purchaseAt this time, there is $still due on the iPhone 5c and $still due on the iPhone 5sThe applicable $installment charges will continue on the monthly invoices until both phones are paid offSincerely,

Thank you for contacting us regarding this complaint and allowing the opportunity to respondWe’re sincerely sorry for Ms***’ loss and understand that this is a difficult timeWhen Ms [redacted] initially called in and notified us that her husband had passed, she agreed to change the account into her name and accepted financial responsibilityLater in the call, she made a payment and cancelled the accountSince there was no usage during this period, I’ve gone ahead and waived the invoiceNothing further will be duePlease let us know if we can be of further assistance

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondI had one of my lead technicians contact Ms [redacted] in regards to the issues she was experiencingShe advised the tech that the issue she had been experiencing has been resolved.Sincerely,TINA G [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T F [email protected]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and yes I did order the phone/plan on line but I did call while online and was told that contacts and voicemail messages would be transfererI will never forget what happened and will encouarge friends and family to think before tranfering to another company or plan.Sincerely, [redacted]

Unfortunately, based on the information provided, I cannot locate an accountI will need the account holder's name and the account number or the cell phone number Thank you Tina G [redacted]

Revdex.com [redacted] Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondThankyou for supply a copy of the missing paymentWe were able to locate it with that information and the$payment has been applied to the accountThis leaves a remaining balance to be paid of $175.49.I have setup a payment arrangement for Ms [redacted] to prevent the account going to collections.Payments must be made by 10am Pacific Time on the due date or will be considered late and thepayment arrangements will be cancelledIf the payment arrangement is cancelled, the account fallsback to the collection process.Here are the due dates amounts that must be paid.Date Amount5/15/$43.886/14/$43.877/14/$43.878/13/$43.87Sincerely,TINA G [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F

RevDex.com: After I told Consumer Cellular that I had contacted the BBB regarding my complaint, they emailed me that they had applied the $7.50 credit to my account, so the issue is resolved. ThanksSincerely, [redacted] ***

We have been working with Ms [redacted] to get her phones back and get her properly refundedOne of our specialists has been in contact with herWe are aware that shipping sent the phone back to the customer and started trying to reach her yesterday to advise her that we knew of this and were going to fix thatOn 1/11/a new phone was delivered to Ms [redacted] As far as we know at this time, the phone is workingThe customer has been shipped three phones and charged for twoOnce we receive the first two phones back, we will be crediting her accountShe is aware of thisThank you for contacting us regarding this complaint and allowing the opportunity to respond

Revdex.com [redacted] Dear Revdex.com, I do see that the customer has contacted us a few times in regards to the issues she is experiencing with serviceIt appears that the phone she is using on our service is a 2G phone which is a technology that is being phased out by all GSM carriersFor the customer to continue using the service it is recommended that she purchase a new phone with 3G, 4G or LTEUnfortunately there isn’t anything that we can do to improve 2G coverage and it will become non- existent once it’s fully phased outAlso, if a phone works in all but a specific area, that is usually proof that there is a service issue in that area, and not with the customer’s lineThis also further shows that the root cause of this issue is most likely caused by the phone being only a 2G modelI will have one of our technicians reach out to the customer to discuss optionsThank you for contacting us regarding this complaint and allowing the opportunity to respondSincerely, TINA G [redacted]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondAfterreviewing Ms [redacted] phone, I agree with the denial of the return of that phoneFor us to credit fora phone that it is returned, it must be in like-new condition and this phone did not pass as like-newI willinclude pictures of the phone that show the scratches which were the reason for the denial It appears that the billing has already been adjusted for the line that was not being used plus anadditional adjustment was also givenIn total the customer received an adjustment in the amount of$13.85.The remaining balance on the account is $and is validThis amount is due on 12/9/2016.Please see following pages for three pictures of the cell phone and the scratches which caused thedenial of the return Sincerely, TINA G [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F 503.675.8989Corporate.Resolution@ConsumerCellular.comwww.ConsumerCellular.com ***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

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 Sincerely, [redacted] ***

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondOur enduser guide, which is sent with every new account, does state that phones are locked to ConsumerCellular and will be unlocked at our sole discretionThe policy is that the phone must be with service fordays prior to unlocking.Since [redacted] was close to days when the account was cancelled, I will go ahead and providethe unlock code: Carrier Unlock Code: [redacted] Please note that this does not guarantee service or compatibility with any other service.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 respondMr[redacted] ’s account was opened on 9/9/The phone number that was not transferred to ourservice, we provided a billing adjustment for on 10/20/2016, along with crediting the time thecustomer’s other numbers were not being usedOn 11/13/we applied additional credits to thecustomer as well.On 11/17/there was a payment made via the customer’s online account in the amount of $53.66.The customer then disputed that charge with his card companyPer our policy we refunded the amountback to the card, regardless of whether or not it was valid, and put the amount as owed onto theaccountA $late fee was assessedOn 1/4/the customer also disputed an amount of$272.18, which is the cost he paid for his two phonesWe refunded that amount, put it as owed on theaccount, and assessed a $late fee.From the amounts the customer disputed, as well as invoices, the customer owed us $prior tobeing sent to collectionsAfter going to collections, the total amount owed is at $I am willing towaive $in invoices if the customer agrees to pay the remaining $At his time the customerhas two phones, for which he has not paid, and we will not be unlocking them until the balance atProfessional Collection Service is paid.Sincerely,TINA G [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F [email protected]

July 28, 2015Revdex.com Complaint ID [redacted] of Richmond, VADear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondI’ve been unable to locate an account under Ms [redacted] nameWe’ve also searched the provided email address, home address and both phone numbers without successPlease provide the phone number that was ported so that we can locate the account and respondWe will await further informationSincerely,JESSICA [redacted] RESOLUTION SPECIALIST [redacted] @ConsumerCellular.comwww.ConsumerCellular.com

Revdex.com Complaint ID [redacted] (Customer # [redacted] )Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondWe havereached out to Mr [redacted] to continue troubleshooting the issues he is experiencingAt this point, webelieve the issues are related to the home phone base itself, so we have sent him a replacement.One of our specialists is continuing to monitor the account and will be in touch with Mr [redacted] whenthe replacement equipment is delivered so we can ensure it is working properlyThis team worksdirectly with my department so I can ensure a resolution is reachedI would like to apologize for thefrustration Mr [redacted] has experienced; we value his feedback and appreciate that he brought this toour attentionI have applied a courtesy credit of $towards his account to waive the currentbalance that would have been due 12/22/16.Sincerely,JESSICA H [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F [email protected]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondI would be happy to explain the billingMs [redacted] was on our minute planDuring the billing cycle which ran from 10/18/– 11/17/2016, she used minutes and was auto-upgraded to a plan which met her needsIn subsequent months she did not use that many minutes however it is the customer’s responsibility to advise us if they want their plan to be moved back downMs [redacted] did not notify us of that so she remained on the higher planAs a courtesy I have adjusted Ms [redacted] invoicesThere were two invoiced owed on the account for a total of $I have adjusted the remaining balance to $