Consumer Cellular

Complaint: ***I am rejecting this response because:
I have read that passage along with every other line of the terms & agreements page. It does not state that they have a policy of days to have your phone unlocked. Since December 20, they have refused to give me this policy. It also does not say that if you purchase a phone that Consumer Cellular still owns it and you are allowed to only use it. It states that: Devices purchased for use on Consumer Cellular’s system are designed for use exclusively on Consumer Cellular’s system and Equipment. I find this statement as Apple products are designed to be used on many different wireless carrier systems. Now the SIM card is different as it is carrier specific. Consumer Cellular has still not addressed the issue of not being able to provide me with cellular coverage.
They sell a phone which doesn't work because it will not pick up a signal at my home and refuse to unlock it so I can receive coverage through another carrier. Consumer Cellular could let me return the device and refund the my money but they have also refused to do that.
Sincerely,*** ***

Revdex.com *** *** ***Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondI’m notsure what Ms*** is referring toShe does have a past due balance which puts her at risk of beingsuspended, but she is not currently suspendedHer
service has been active continuously since shestarted this account over two years agoI recommend that Ms*** makes the payment as soon aspossible to avoid service interruption.If the service is interrupted, customers can still call in case of an emergency.Sincerely,TINA G***CORPORATE EXECUTIVE RESOLUTION SPECIALISTT *** F ***

September 19, 2017 Revdex.com *** *** *** *** Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondI’m sorry to hear that our service did not work for Ms*** covers 99% of the people in America
with excellent coverageAll cellular services have some variations in their coverage and not all services work everywhereIf *** works better for coverage, it is understandable that the customer would have their service. iMessaging does use data, although the customer has the option to turn iMessaging off and just use standard text messagingMultimedia messages also use data, although neither uses very muchThe customers are using iPhones and they should check, whether on our service or another, to ensure that *** WiFi Assist is turned off in their phone settingsWiFi assist, when turned on, will use data even when there is a local WiFi connectionLooking at the customer’s usage, the phones were being used for items other than just messagingThat may mean surfing the web or there may be applications running. The data usage is high enough, and the text messages low enough, that it is not the texting that caused that amount of dataAgain, I recommend they turn off WiFi assist. Sincerely, TINA G*** CORPORATE EXECUTIVE RESOLUTION SPECIALIST T ***F *** ***@ConsumerCellular.com www.ConsumerCellular.com

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondWe were sorry to hear of the passing of Mr***Upon notification, his account was immediately cancelledConsumer Cellular bills in arrears for monthly service and usage, we are not a prepaid
companyWhen an account is cancelled, there is always a final bill for service through the cancellation dateWe have already applied the appropriate credit adjustments and contacted Ms***, however the final balance was not settled by the estateThis account continued through the collections process and has been transferred to an outside collections agencyWe will ensure that the collections agency is notified that Mr*** is deceasedProfessional Credit Service (PCS) can be contacted directly at 800-972-

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondMr. *** started service with Consumer Cellular on 1/20/and cancelled service when his number was transferred to another provider on 11/11/During the almost two
years Mr*** had service with Consumer Cellular the phone was regularly being used for calls, texts and data up through the date of cancellationThe last payment we received on this account was $on 10/9/which paid for the service from 8/18/through 9/17/17. The unpaid invoices on this account were for the service that was active and used from 9/18/through 10/17/and 10/18/through 11/11/17, the date of cancellationOnce the account fell days past due late fees began to accrueWe offered to waive the late fees if the balance for service was paid and Mr*** refusedThe account was transferred to an outside collections agency in February 2018. For information on the current balance due or to make payment arrangements please contact Professional Credit Service at 800.972.1635. Sincerely, JESSICA H*** CORPORATE EXECUTIVE RESOLUTION SPECIALIST T F 503.675.8989 ***@ConsumerCellular.com www.ConsumerCellular.com

Complaint: ***I am rejecting this response because:
AThe company's written response made it sound like I was approaching 'suspension and collection' on my accountI have been a customer less than a month, and was nowhere near collection status when I calledI called to pay my FIRST BILL by phone, so that it wouldn't be late by attempting to send it through the mail.
BThe company's written response makes it sound like I picked the wrong options in their auto-response system, ending up in the sales section instead of the customer service sectionI did not pick the wrong option; I was on hold for the customer service sectionSales did pick up on two occasions, and transferred me back to the customer service section on hold.
CThe response by the manger who called me by phone was totally different from the written responseThe manager told me they had a new system being installed, and that is what caused the long wait time for calling customersThe manager did say that he noted in their system that the payment I mailed was on the way, and that prevent suspension and collection on my accountHowever, I do not appreciate a written answer that intimates my inability to contact the company was my fault, or that I was a sub-par customer by being close to 'suspension and collection.'
Sincerely,
*** ***

Complaint: ***I am rejecting this response because:
Not the answer I was looking for I'm unemployed so I needed that money at the moment Plus I didn't authorize the withdrawal I always call and pay my bills so I know there's money on my card.Sincerely,*** ***

June 1, 2016 Revdex.com *** *** *** *** Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondI spoke with Mr*** at length yesterdayHe had requested to speak with someone in corporate and I am
the assistant manager. I explained to Mr*** that there aren’t any towers down in his areaThe only difference in the towers is that the 2G network is being taken down across the United StatesThere is a possibility that his phone was relying on the 2G coverage for some of its signalWhen I look at the coverage map the coverage in that area is moderate at best and some areas don’t have coverage at allHis signal issues are not due to network issues it’s just a poor areaHe may benefit from upgrading to a 4G phone however and I cannot guarantee that will solve the issueThere are only a few towers in that area. Unfortunately putting up additional towers doesn’t happen solely because a customer would like them to be constructed and Consumer Cellular doesn’t have control over when or where towers are placed. We don’t want to lose customers but we are also an honest company and it appears the Mr. *** would we better served by another company which has the coverage in the area he is trying to use his phones. Our end user agreement states that we do not guarantee coverage and coverage is not available in all areasWe do our best to provide service to as many people as possible but as with any cellular network, we do not cover 100% of the people 100% of the time. Sincerely, TINA G*** CORPORATE EXECUTIVE RESOLUTION SPECIALIST T F 503.675.8989 [email protected] www.ConsumerCellular.com

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondBased on the credit check for Ms***, she is autopay requiredOur policy is that a household which has a person who is autopay required may not have more than one open account
Mr*** *** already has an account within the householdMs*** is welcome to have a line of service on his account, if he will allow that, but the household cannot have two accounts. I’m not sure what Ms*** is referring to in regards to wanting a refundShe hasn’t paid us anything

Dear Revdex.com, Thank you for forwarding the customer’s replyBoth incoming and outgoing text messages were used, however if you review the invoice there was no charge for a text messaging plan or the texts themselvesThe only charges are $plus tax for the prorated portion of the voice planContrary to Ms*** assertion, the account was not cancelled within the trial periodThis $is a valid bill for services provided and usedBelow is a copy of the charges and usage from the invoicePage two of this response includes a copy of the information received with the retail phone purchase

October 7, Revdex.com Complaint ID *** *** *** (Customer # ***) Dear Revdex.com, Consumer Cellular bills in arrears for monthly service and usageWhen service is cancelled, there is always a final bill for the service through the cancellation dateMr*** last payment was $
on 9/17/This bill was for service provided from 8/4/through 9/3/This account was cancelled on 9/26/when the phone numbers were released to another providerThe invoice of $is due on 10/23/This invoice is prorated because the service was not active for a full billing cycleThe service dates of the final invoice are 9/4/through 9/26/2015; this can be confirmed on page two of each invoiceAs long as a phone number is active it is portableWe certainly did not send Mr*** an email that said we are holding his phone number hostageWe released the phone number to *** when we received a port request on 9/25/15, however *** did not complete the activation for one of the numbersWe received a call from Mr*** on 9/26/and we confirmed that the number had been released to ***We never heard from *** that there was a problem with the port and we did not receive any further contact from Mr*** after 9/I show that *** has the number in reserveAs we have not heard from *** that there is a problem, I have submitted an escalation ticket to see if there is any further action we can take on our end to facilitate the number transferOtherwise, if *** is unable to activate the phone number to complete the port, please have their porting department contact Consumer CellularThank you for contacting us regarding this complaint and allowing the opportunity to respondSincerely, JESSICA H***

Revdex.com *** *** ***Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondMs.***’s phone return was denied due the phone being damagedI have included a picture below of thedamaged phone.As a courtesy I have waived the final invoice for
the customer and the account is now at a zero balance.Sincerely,TINA G***CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F [email protected]

Complaint: ***
I am rejecting this response because:I would like to make a couple points here First of all, I NEVER dropped the phone or got it wet I suspect the damage occurred while the phone was being shipped.Secondly, the smears occurred and got worse over time and they did not originate near the damage, but rather closer to the top of the screen When I called Consumer Cellular, I do not recall any one mentioning inner screen damage as a cause of the problem I do acknowledge I was warned about damagebut since I never dropped the phone and the agent didn't mention inner screen damage, I expected Consumer Cellular to send me a replacement phone at no cost.The phone I now have is working just fine, but I fear Consumer Cellular staff will find a scuff or a mark that will enable them to say the phone is damaged and will not refund me the cost of the phoneI would prefer for Consumer Cellular to release or unlock the phone ( think unlock is the term), so that I may keep the phone and find another carrier.
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 me
Dear Sir/Ms,Thank you for your involvement in this matterThe attached letter outlined the reason for the dispute, which was not explained to me in the conversations and communications I had with Consumer CellularI have addressed to past due amounts and decreased my usage of the service for a more favorable monthly billI wish to close any further action in the complaint #***, and once again.Thank you so much.*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meConsumer Cellular is sending a refurbished phone I am hopeful that the issue will be resolved and the refurbished phone will work well I wouild like an opportunity to submit a final response to verify that the issue has been resolved.Sincerely, *** ***

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondConsumer Cellular does install a SIM card before shipping every phoneIt sounds like the SIM card pieces may have slipped apart and gotten stuck in the slot, resulting in the SIM pins breaking or
bendingWe’re sorry to hear this happened; we contacted Mr*** and have set up a warranty for the phoneAs long as the phone is returned to us with no damage other than the SIM slot, we will accept the phone under warrantyMr*** is being shipped a replacement today and it should be received within to business daysThe replacement phone will come with a prepaid return label for the damaged phone to be returned to usFor the time without service, I have applied $(+ taxes) in credit to the balance currently on the accountThe next payment on 9/2/will be $instead of $If I can be of further assistance, please let me know

Revdex.com *** *** ***Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondThephone was returned with a significant crack in the screenI will include the picture of the phone below.When a phone is returned damaged it does void the
warrantyThe customer was advised of this on4/13/2017, prior to us shipping the new phone later that day.As a courtesy, and because Mrand Mrs*** have been customers for some time, I will split thecost of the replacement phone with themThey were charged $I have applied a credit of $62.50to the account.Sincerely,TINA G***CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F [email protected]

We will certainly review and respond to the complaint, however I am not able to definitively locate an account with the information providedWe do not have an account under this name and address/phone number. Please provide an account number, phone number or address from the Consumer Cellular
account so we can provide accurate information and all available optionsThank you

Complaint: ***
I am rejecting this response because: She was not under contract and only used of her minutes she was paying for MONTHLYShe was NOT under contract so if she only had minutes used, then she shouldn't have to pay anything else.
Sincerely,
*** ***