Consumer Cellular

got a email with a bill for $20 over what I've been paying for over a year. Customer service person said I went over my data use. I said can't be. I've used it twice to get emails and that's it. She finally agreed and said she didn't understand what happened. I do not believe that this should go unnoticed and when an overbill occurs consumer cellular should be fined.

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondMr*** began service with us on 1/9/and ended service on 7/16/Here is an itemization of his billing and paymentsCredits were given on 10/19/and as a courtesy I have also
waived the two late fees which lowered the amount owed to $This amount is valid and must be paid by 10am PST on 11/3/or the account will fall back to the collections process
Sincerely,TINA G***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 respondIapologize that Ms*** was given incorrect information when she called in on 11/Though thephone doesn’t unlock automatically, as it is eligible to be unlocked after days as she was
initiallyinformedThe unlock code for the ZTE Avid is ***Enter that code to unlock the phoneif prompted after installing the SIM card from her new carrier
We’re sorry to hear that Ms*** would like to switch carriersIf there’s anything we can do toaddress her needs so that she’ll continue service, we would appreciate the opportunity to do soIf wecan be of further assistance please let us know
Sincerely,JESSICA H***CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F 503.675.8989Corporate.Resolution@ConsumerCellular.comwww.ConsumerCellular.com

February 24, 2016 Revdex.com *** *** *** *** Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondMs. *** was up to date on her account as of her payment on 12/7/however the January payment was
missed (not by the customer but by us) so what she paid in February was applied towards that past due amountThe past due was what caused the account to be suspended Ms*** spoke with one of our agents and gave the information for the missing payment, which we have located and applied to her accountHer account is now current and I have reinstated the service. The next invoice is due on 3/10/2016. Sincerely, TINA G*** CORPORATE EXECUTIVE RESOLUTION SPECIALIST

*** ** *** *** * Portland, Oregon *** * www.ConsumerCellular.com * ***@ConsumerCellular.com June 10, Revdex.com *** and *** *** *** *** Dear Revdex.com, We have been trying to reach the customer by phone and email for the last two days so that we could try to
resolve this issue, however he has not contacted us back yetHe did speak with a representative yesterday to activate a new phone which he purchased from a retail location but he did not call back the resolution reamI sent Mr*** another email this morningHer also has two complaint numbers *** and ***Here is a copy of what we have emailed himMr***, We received your complaint and I wanted to reach out to youIf you want to upgrade your phone and pay the difference to do so, we can go ahead and extend that to youSince you have purchased a phone via a retail store, you would want to return the new phone to the store for refundThen, we can exchange the old phone as long as it is in like-new condition and a credit would be applied towards another phone of your choosingIf the older phone is damaged, we would not be able to do this exchange for youWe are limited on how much time we would have to do this because the older phone is outside of the risk free guarantee periodPlease contact me as soon as possible to let me know what you would like to doPlease contact me by no later than Monday the 15thTINA G*** ASSISTANT CALL CENTER MANAGER T *** ***ConsumerCellular.com *** ** *** *** Portland, Oregon www.ConsumerCellular.com Sincerely, TINA G*** CORPORATE EXECUTIVE RESOLUTION SPECIALIST T *** * *** ***ConsumerCellular.com www.ConsumerCellular.com

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondMr. *** purchased a phone on 5/19/in the amount of $He then opted to do a phone exchange for a more expensive phone on 5/25/The second phone cost $We
applied an exchange credit in the amount that the first phone cost in good faith that we would receive the original phone and accessories back in like-new condition, so the customer only paid $($53.18-$= $15.96) We received the first phone back on 6/7/however the customer didn’t include the wall charger so the customer was charged for it in the amount of $10.63. We received a credit dispute in the amount of $When we receive a dispute we are required to refund that money to the customer, even if the charges are validWe refunded the money to his card and put it on the account as owedA $late fee was also assessed. 8/11/we received the second phone back as well as the missing charger from the first orderA credit of $was given for the chargerAn additional $was given for the cost of the second phone that was returned$was refunded back to the credit card ending in and $was issued to the account to help cover the account balanceSo at this point he had received credit for the charger and for the amount he paid for phones, with the exception of $in tax that was not refunded. On 8/29/we received another credit dispute in the amount of $Again we refunded this money and since the amount was valid, as we had already refunded this amount previously, it was put back onto the account as owed and a $late fee was assessedIn addition to this, the customer also had an invoice that wasn’t paid in the amount of $for the dates of 7/18/through the date we suspended the account due to non-payment on 7/28/2016. His current balance is $That is $for the credit dispute, $late fee and $for the invoiceThe amounts are validIf the customer would like us to waive the $late fee he will have to drop the credit disputeThis will re-charge his card the $and we will waive the late feeThe invoice is still valid. Sincerely, TINA G*** CORPORATE EXECUTIVE RESOLUTION SPECIALIST T F 503.675.8989 [email protected] www.ConsumerCellular.com

Revdex.com *** *** ***Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondOnce apurchase has been cancelled it can take a little bit of time for those funds to post back to the card.I did contact our accounting group to see if we could
move the process along faster for the customer.They have sent notice of the release of the funds and the customer should see the amount back in 7days or less
Sincerely,TINA G***CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F 503.675.8989Corporate.Resolution@ConsumerCellular.comwww.ConsumerCellular.com

Complaint: ***I am rejecting this response because: Consumer Cellular is failing to account for the distress they caused on Christmas day for my Wife and meMy Wife was not able to use her phone starting from the evening of 12/24/through the evening of 12/27/Three daysThis was not mentioned in Consumer Cellular's responseMy wife is caregiving for her mother and needs phone service at all times
Also, I spent one hour on Christmas Day preparing this complaint, one hour on hold on 12/26/15, and then one hour with a supervisor on 12/26/who went through a variety of alternatives before she could work out an action planThe supervisor called me back to day to verify the action plan, and one minute later I received an automated call instructing me to call backI called back, and that agent had no idea why I was callingConfusion has prevailed over this entire situation
As I stated originally, after my 12/20/inquiry Consumer Cellular indicated they would respond within 24-hoursThey responded in hours, on Christmas EveHad they responded when they said, this entire situation, and the many I had to spend, and especially the three days when my Wife did not have a cell phone, could have been avoided
Their response here does not state the facts, it glosses over the situation and attempts to imply blame on meThe entire communication process of the activation, which is the core of this problem, was initiated by themIt is completely unfair and unreasonable for Consumer Cellular to expect me to incur this kind of treatmentI have been a customer for several years with an outstanding payment recordThis glossing over the matter is entirely insensitive and just plain bad treatment
Sincerely,*** ***

Dear Revdex.com,
Thank you for contacting us regarding this complaint and allowing the opportunity to respondThepoints that are taken off the customer’s score with Equifax (typically 1-points) will fall off after about 6months
It was made clear to the customer that we were doing a credit check, prior to the credit check beingprocessedThe customer may dispute the credit check directly with Equifax, if they like
Sincerely,
TINA G***CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F 503.675.8989Corporate.Resolution@ConsumerCellular.comwww.ConsumerCellular.com

September 21, 2017 Revdex.com *** *** *** *** Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondWhen Ms*** contacted us about getting a warranty replacement, she was asked if there was any damage to the
phoneShe was advised that if the phone came back to us and was damaged, it would be denied and she would be charged for the replacement phoneOn that same phone call she told the agent that she noticed a black “etch-a-sketch” like smears across the front of the screen. We received the phone back and t had damageThe inner display screen was broken, which is why the customer was seeing the smearsWe cannot accept a physically damaged phoneIf Ms*** would like the charge for the replacement phone removed, she may return the replacement phone, as long as it in is like-new conditionIf she would like to do this she may call us at 1-800-686-4460. Sincerely,TINA G***CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F [email protected] 69th Avenue ? Portland, Oregon 97223 800-686-? www.ConsumerCellular.com ? [email protected]

Complaint: ***I am rejecting this response because:
Ask Consumer Celluar how much usage was consumed , and they will tell you minutesNow I think dollars per minute is a somm what too steep do you agree consumer cellular and where was the warning to switch plans while waiting on
the porting of the numbers
Sincerely,*** ***

Revdex.com Complaint ID *** *** (Customer # ***)Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond.Consumer Cellular is not a prepaid serviceCustomers are free to cancel service at any time withoutpenalties or fees, however we need to
be notified in order to cancel serviceWhen service is cancelled,there is always a final bill for service through the cancellation dateConsumer Cellular is a month-tomonthpostpaid service with a monthly plan selected by the customer.This account was opened on 5/19/and suspended due to non-payment on 5/12/The lastpayment made on the account was received 3/12/This paid for the service that was active from1/18/- 2/17/Service continued until the suspension date, however it was not paid forWesent the customer monthly invoices and also contacted them several times by phone, email and US Mailto alert of the past due balance, the account suspension, the eventual cancellation and the final balancedue on the accountWe received no contact from the customer so the account balance was sent to anoutside collections agency in 2013.The charges due on the account are for the service that was active from 2/18/through the date theaccount was suspended plus late feesTo get current information about the balance due or to makepayment arrangements please contact Professional Credit Service (PCS) at 800-972-1635.Sincerely,JESSICA H***CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F [email protected]

Revdex.com Complaint ID *** *** (Customer # ***)Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondWe dohave call recordings both before and after the number was changedI listened to those calls beforesubmitting our initial replyWe do not release call recordings without a subpoena and cannot play themon-demandOur options for Ms*** have not changed, we still cannot retrieve the initial phonenumber for her.It would not benefit Consumer Cellular to deceive a customer or make this situation more difficult forMs***; if we could have changed the number back it would have been done upon requestAs itstands, we set the correct expectations prior to changing the phone number and Ms*** remainsunsatisfied with the outcome.Sincerely,JESSICA H***CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F [email protected]

Complaint: ***
I am rejecting this response because: I reject Consumers response because printed information enclosed with the phone said nothing of new accountI took it to mean new line of service, or new transactionNonetheless, it not worth further time on your part or mine. Therefore, close the complaint with disagreement. Thank you for your efforts
Sincerely,
*** *** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThank you for following up. The first customer service person I spoke with was courteous and polite.Sincerely, *** ***

Complaint: ***I am rejecting this response because: I was not told I had days to return the phone/// I was told I could return the iphone...after I got a android phone/// Sincerely,*** ***

October 29, 2015 Revdex.com *** *** *** *** Dear Revdex.com, We have spoken with the customer and will allow for him to return the phone to us under warrantyThe customer has been advised that if the phone comes back with additional damage beyond the scratches that
he advised us of, it will be denied and he will be responsible for the cost of the new phone we are sending. The order has been placed and the new phone, along with the return envelope for the other phone, should arrive in 3-business days. Thank you for bringing this to our attention. Sincerely, TINA G*** *** *** *** *** * *** * *** ***@ConsumerCellular.com www.ConsumerCellular.com *** *** *** * *** *** *** *** * *** * ***

Revdex.com *** *** ***Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondIn lookingat notes left on the account, *** stated that he streams podcastsThis can use quite a bit of data.The data charges are valid and
the account has been paid offThe customer is responsible for allcharges.Sincerely,TINA G***CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F [email protected]

Complaint: ***I am rejecting this response because:
I did file a dispute with Equifax in mid-NovemberThey responded that I should contact Consumer Cellular to ask them to have remove from my credit reportThey will not find an account, since I never requested oneA fraudulent application was submitted with my SSN, resulting in a hard inquiry being pulled by Consumer CellularIf you need my SSN let me know that this is a secure sight and I will provide itThey are also welcome to call me at ***
FYI, I had a similar issue with Capitol One and they sent a letter to Experian to clear that up.Sincerely,*** ***

May 17, Revdex.com *** *** *** *** Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondI responded directly to a previous complaint that Ms*** filedOur position has not changedMs*** is already aware of our policyHere
is the response which I sent to her previouslyThank you for contacting us regarding this complaint and allowing the opportunity to respondOur policy for unlocking cell phones is that the customer must have it on service for daysMs*** has purchased two cell phones from us; one on 3/25/and one on 12/21/We have processed the unlock for the phone purchased in Ms*** will need to connect her cell phone to iTunes on her computer to finish the processThe other iPhone which was purchased on 12/21/is not eligible to be unlocked as it was only on service for daysMs*** would have to reinstate service on that phone for another days before we would process the unlock requestWe do not advertise our phones as unlocked and don’t sell them as unlockedWe are legally required to have a policy in place for the unlocking of phones, which we do, and that is days from the date of purchaseIn addition, here is our end user agreement which states that unlocking the phone is at our sole discretionWHAT TERMS RELATE TO MY DEVICE AND CONTENT? My DeviceYou are responsible for all phones and other devices containing a SIM assigned to your DeviceYour Device must be compatible with, and not interfere with, our Services and must comply with all applicable laws, rules, and regulationsWe may periodically program your Device remotely with system settings for roaming service, to direct your Device to use network services most appropriate for your typical usage, and other features that cannot be changed manuallyDevices purchased for use on Consumer Cellular’s system are designed for use exclusively on Consumer Cellular’s system and EquipmentYou agree that you will not make any modifications to the Equipment or programming to enable the Equipment to operate on any other systemConsumer Cellular may, at its sole and absolute discretion, modify the programming to enable the operation of 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 when traveling internationally with your Equipment