Consumer Cellular

Revdex.com:
I have two email responses from Consumer Cellular Customer Service this morning, both dated Feb28, 6:PMPlease note that the Sunday evening reply arrived fully hours after the company's auto-reply messages to me, which clearly showed a 24-hour window for replyIn that context, this line of the auto-reply message is also of some interest:
> $OF CHEER! Receive a $invoice credit for each new line of
> service you add through December 31stLearn more at
> https://www.consumercellular.com/holidaypromo
That out-of-date "promotion" should have been my first clue to how this process would unfold
Of the two replies from Consumer Cellular, to date, one was correct, providing information that permitted me to re-set and restore the telephone to operable stateThe second reply was incomplete, incorrect, and not helpful
Overall, this has been an extraordinarily unpleasant experience
The information provided by the helpful CS representative should have been available to users in product literatureIt is notI had searched for problem correction options before attempting to contact Consumer Cellular, and am now extremely annoyed to find that the company had failed to cover what must a fairly common problem in any of the consumer trouble-shooting literature for the Envoy telephone
All this difficulty and distress could have been avoided if the telephone FAQ, Guide, or Manual provided the information that in some instances, pressing the red disconnect key for three seconds and then trying again to turn the phone on might re-start the deviceThis is not an intuitive action, nor one with routine parallels to other electronic devicesThere is no excuse for not including the advice in trouble-shooting publications or the product manual(I am aware of the hard reset option, but that action did not fit the situationThis problem appeared to be caused by fire on the board from battery discharge in resting state.)
There is also no excuse for Consumer Cellular customer service so structuring its response times that a reply to my appeal for assistance was not forthcoming until hours post-autoreplyNot - hours, as shown in said auto-reply message, but hours beyond that time frame, on a Sunday eveningThis seems to be a matter of deplorably bad company policy, possibly also related to routine under-staffing
In summary:
1) The failed device problem is resolved
2) It has taken three days for the company to provide information that should have been available in product literature
3) I would rate Consumer Cellular Customer Service zero (0) stars for Rep#1, and only two (2) stars for Representative #2, because the accurate information she provided should be available to users in device management publication(s) and was not, and because of long response time
The Envoy device is restored to working orderMy complaint issue is resolved
Thank you for your attention to this problem, Ms***, and for your intervention in forwarding my formal complaint to Consumer Cellular business executivesPerhaps someone there will be motivated to take constructive action that would avoid similar problems in the future
I very much appreciate the work you do there at Revdex.com
*** ***

Complaint: ***
I am rejecting this response because:i have cancel my account &
services and am no longer interested in this complaint I will keep the phone it
is to late for them to try and solve the problem they should have done it from
the start but they did not so by business with them is done
but I look for word to telling other people the problem I had with them in the
future
Sincerely,
*** ***

Revdex.com *** *** ***Dear FCC,Thank you for contacting us regarding this complaint and allowing the opportunity to respondWhen acustomer files a dispute on charges, we are required to refund the customer’s money, whether or notthe charge is validWhen we do this we also
apply a $late fee to the customerIn total theaccount was showing that there was $owed$for the amount of the dispute and a $25.00late fee.On 10/3/we received the phone back into our office and provided a credit for the phone in theamount of $This was applied to the account balance and it left the $late fee still owingOnthat same date we spoke with the customer’s daughter and advised her we could waive the late fee ifthe credit dispute was droppedWe had this conversation again on 12/14/2016.The dispute was never dropped and the $late fee was not paidOver time additional late feeswere assessed and the account was sent to collectionsIf the customer would like to settle this debtthey may call Professional Credit Service at ***.Sincerely,TINA G***CORPORATE EXECUTIVE RESOLUTION SPECIALISTT *** F ***

Revdex.com Ticket ID *** *** (Customer #: ***)Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondWewould be happy to assist Ms*** with her cellphoneShe did contact us on June 21st forassistance with deleting one-touch
dialing, however she was calling from the phone so we were unableto adjust the device settings while speaking to herWe didn’t hear back regarding the issue so wereunaware the problem continued.One of our technicians will contact Ms*** today to assist with the cellphoneThis phone waspurchased in a retail store in April, not directly from Consumer Cellular, and it appears to be outside ofthe retail store’s return periodWe should be able to help adjust the settings to prevent accidental callsbut we will not be able to exchange the device for a different model.Sincerely,JESSICA H***CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F [email protected]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondWhen a SIM card is sold through a retail partner it comes in a package with an activation codeWhen that code is used, it credits the customer $to their accountI researched
the SIM number that is being used and it was one that was sent in the phone she most recently purchased on 1/27/The previous SIM that the customer was using was from and a credit of $was applied on 11/9/2013. If the customer has her proof of purchase receipt from the retail location, which shows the date of purchase, purchase price and SIM number and can she sends us a copy, we will still honor the $10.00 credit

Revdex.com *** *** & *** *** ***Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondWe havelistened to recorded calls between the customer and our agentsThe phone was delivered on 7/6/2017.On 7/9/the customer called us
to transfer her number to our serviceThere was no mention ofdamage at that time.On 7/10/the customer stated specifically that she did not notice damage to the device uponreceipt of the phoneFor damage to occur during shipping the boxes would have been significantlydamagedThey are sent in a very snug box which is then put inside a heavy duty larger boxBoth phoneswere in individual boxes which were then put into a second larger box together.I can replace the phone however, if the damage is significant the return may be denied, sent back to thecustomer and the customer would be responsible for paying for the replacement phone, as well aspaying off the remainder of the first phoneI will wait to get a response from the customer beforeproceeding with doing this.Sincerely,TINA G***CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F [email protected]

Complaint: ***
I am rejecting this response because:Unable to view the business's responseThe file is listed as pdf format but the download is an octet stream that will not open as a document
Sincerely,
*** ***

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondWe spoke to Ms*** on 10/and 10/but have not yet received the necessary information to research her missing paymentMisapplied payments are very rare, it is more common that the payment
was sent elsewhere or we have not received itHowever, we do have a specific process to research missing paymentsWe require the following information: payment type (check, money order, online banking payment, etc.), the exact payment amount, the date the payment was sent and the exact date the payment cleared the customer’s accountWithout this information, we can’t take further action.If the customer is unsure of any information required, we ask that they contact their bank for the exact check number, check amount, date that the check cleared the bank, and call us back at 888-549-or email [email protected] with the detailsMs*** is also welcome to call our billing department directly with a representative from her bank if needed.Sincerely,JESSICA H***

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
Sincerely,
*** ***I don't really know what to do with this responseThey have already sent me a new invoice stating my balance due is -0- so that is acceptable to me

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondI’ve reviewed the call from 5/13/in which Ms*** spoke to an agent asking about her credit checkThere was not a request to cancel the account or mention that the phone had been returned
to Target during the callThis was the only time we spoke to Ms*** until the account was cancelled on August, The service was active with Consumer Cellular from 5/7/through 8/10/The charges for the service are $plus two $late feesIf Ms*** makes a payment of $before 11/1/2017, I will waive the remaining balance and the late feesPlease contact us to make a payment of $45, then email [email protected] so I can clear the remaining balanceIf the balance remains unpaid, the account will continue through the collections process.Sincerely,JESSICA H***

Complaint: ***I am rejecting this response because: All Consumer Cell did was just go around in a circleThey just proved my argumentI will need a couple days to compile my information to once again show them specifically exactly what & where I am referring to on the bill. They show it on their letter & do not even realize itAlso with this complaint going round & round about my bill was NOT what I asked for as the outcome of this complaintIt was for them to start letting the public know how their billing is in accurate along with how they WILL carry over any Web Usage to the next billing period that is incurred on the evening before their bill cycle end for that monthAs I said I will prove this is what they have done with me after I take a few pics of the billing - upload & explain it once again to them & to show youThey do admit this is what they do in their TERMS & CONDITIONS just as the Rep pointed out to me in an emailFunny C Cell knew what I was talking about then when she so quickly pointed this out when I proved at that time how they carried over my billingThank YouSincerely,*** ***

Complaint: ***I am rejecting this response because: Consumer Cellular's response is patently false: The record will reflect that, although I paid for a new Moto E smartphone, Consumer Cellular shipped a used Moto E smartphone which was damaged and did not include a chargerI returned the used phone to Consumer Cellular (Consumer Cellular Returns - *** ** *** *** *** ** ***) via priority mail (Tracking number *** *** *** *** *** **) on 1/4/I received a replacement Moto E smartphone from Consumer Cellular and that phone powered up for a few minutes and then powered down and would not power up againI called Consumer Cellular's customer service line (888-345-5509) and., without my permission, a representative 'activated' the defective Moto E phone, thereby 'deactivating' the existing phone I was attempting to upgradeI currently have a defective Moto E phone I purchased from Consumer Cellular and I have no cell phone service. Sincerely,*** ***

Complaint: ***I am rejecting this response because:There is no mention of the necessary paperwork I requested.Sincerely,*** ***

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondI’m sorry to hear that Mr*** experienced issues with updating his card on file through one of our agents. As a courtesy I have applied a 20% credit, plus applicable taxes,
towards their current invoiceThis has lowered their invoice to $and is due on 9/17/The account is on autopay so this will deduct automatically on the due date

Complaint: ***I am rejecting this response because:
Here is Consumer Cellular's response: "Our policy is that a customer must have the phone on an active account for daysThe links the customer provided are to the *** Commitment which carriers are not required to be a part ofIf they choose to be a part of that then they must follow those policiesConsumer Cellular is not prat of ***."
1) Consumer Cellular is not "prat" of ***
2) Is TINA G*** referring to "*** *** in her response (she wrote ***)?
3) Consumer Cellular advertises that they are rated high for Customer Service - the response does not reflect that they will advocate for their customerI am hoping the Revdex.com can advocate for me
4) If I return the phone, I do not believe that Consumer Cellular will provide a full refundI do not want to risk getting a refundMay I please request that my son's phone is unlocked? I have contacted the FCC and AARP who promotes this cellular phone service.
Thank you in advance, *** ***
Sincerely,*** ***

Complaint: ***I am rejecting this response because: Please confirm that I request Apple Care to be cancelledI no longer have the phone it is connected to. Sincerely,*** ***

January 25, 2018Revdex.com *** *** ***Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondWhen a customer files a dispute with their card company, we are required to refund that money regardless of the validity of the chargeThe refund
is not because the customer ‘won’ their disputeWe then take up the issue of payment directly with the customerSince the charges are valid, the amount goes back onto the account as past due and a $late fee is assessed.The following are the amounts that Ms*** disputed and each of these received a $late fee:$45.64$46.14$8.96$30.64$25.85$71.14I am unsure of why Ms*** disputed these charges when her invoices were valid and she had 10s ofthousands of minutes usedAt this time, she has paid off the disputed amountsAs long as there aren’tany further disputes, her account will remain at a zero balance.Sincerely,TINA G***CORPORATE EXECUTIVE RESOLUTION SPECIALIST

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondThis account was cancelled on 2/05/when the number was ported to a new carrier and the customer is not being charged for service beyond that dateConsumer Cellular bills in
arrears for monthly service and usage, meaning after the billing cycle endsBecause we are not a prepaid service, when an account is closed, there is always a final bill for service through the cancellation dateWhen an account is cancelled before the end of the billing cycle, the final invoice is prorated only for the days the service was activeRest assured that customers are not being charged for service after the cancellation dateWe do not charge customers twice a month, MsCherry’s final invoice generated earlier than usual because the account was cancelled so the final invoice was proratedShe has made one payment per month since the first invoiceThe customer can review the service dates for their charges beginning on page two of each invoice. The last payment received on this account was $on 2/02/which paid for the invoice service dates of 12/07/through 1/06/The balance due on the account currently is $for the service dates of 1/7/through 2/5/2018, the date of cancellationPlease let us know if you would like another copy of the final or unpaid invoices sentThe balance can be paid online, over the phone or by mailTo make specific payment arrangements, please give us a call at If the balance remains unpaid, late fees will accrue and the account would eventually be sent to an outside collections agency. Sincerely, JESSICA H*** CORPORATE EXECUTIVE RESOLUTION SPECIALIST T F 503.675.8989 ***@ConsumerCellular.com www.ConsumerCellular.com

Dear Revdex.com,
Thank you for contacting us regarding this complaint and allowing the opportunity to respondI’m sorryto hear that the service didn’t’ work for Ms***Ms*** cancelled the service outside of our riskfree guarantee but after researching her account and coverage I see that there
was minimal usage andthe coverage is not adequateI have cleared the invoices from her account and she is at a zero balance.Sincerely,
TINA G***CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F 503.675.8989Corporate.Resolution@ConsumerCellular.comwww.ConsumerCellular.com

Revdex.com *** *** ***Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondMs.*** started service with us on 10/3/and cancelled on 11/3/She began service with uswith a device that was from another carrierIt does
appear that she had some issues with her data andshe called us once and emailed a few times as wellWe did give her the settings to try and get her phoneto work with your service and she was using the service.In total there were 3,voice minutes, 1,text/picture messages, and MB of data used duringthe time she was with usBased on the usage the invoice is valid and is due on 11/22/There willalso be a final prorated invoice which will generate for the final few days of serviceThere was usage upthrough the date of cancellation.Sincerely,TINA G***
CORPORATE EXECUTIVE RESOLUTION SPECIALIST
T F [email protected]