Consumer Cellular

Complaint: [redacted] I am rejecting this response because:i will still have to call you, and then hang up and charge the phone, and then call you backI have told you over and over that the phone has been chargedIt’s STILL on the charger as a matter of factI feel like you guys think I’m lying when I callLike you guys think I’m an old senile ladyBased on the second guy I spoke to, I can’t see how you have customersHorrible customer serviceI will pay the past due, but I’m not sure I want to keep phone service with you guys for my fatherI just don’t need the headache of trying to get things resolved quicklyI have to sit on hold just to be told to hang up, charge the phone, and call back Sincerely, [redacted]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondMr [redacted] had service with us from 1/22/– 3/7/On 6/2/we received a call stating that he was having service issuesWe offered to do troubleshooting with him however he was on the cell phone and didn’t have another phone for us to contact him onHe requested that we move him to the Tmobile service so we sent him a new SIM cardWe received a few calls where the customer stated that his service was still an issue and he was advised that he was in only a moderate coverage areaWe offered to troubleshoot the phone but we were often times hung up on and so this was never done but regardless, his coverage area was only moderate and troubleshooting would likely have not fixed the issue regardless of which provider we put him onThe invoices that are currently owed are as follows1/22/– 2/21/in the amount of $(voice minutes used) 2/10/– 3/9/in the amount of $(voice minutes used) Total balance owed = $These invoices are valid and based on the customer’s usage he was on the best planPlease call 1-800-686-to make a payment and to avoid late fees and further collection efforts

Complaint: [redacted] I am rejecting this response because:I did receive the emailed response and shipping label from Consumer Cellular; however, by the time I received these items, I had already shipped the item back to them (PER THEIR INSTRUCTIONS), at my own expense The cost for postage and insurance was $ I have attached a copy of the receipt from USPS for this charge and would appreciate them crediting this amount back to me, along with the refund of the taxes originally paid for the phone ($89.00).P.S While their email states that they have tried repeatedly to contact me, I have received no such messages from them Again, it was per their instructions that I return-shipped this item Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: the original phone may have been naught in December, but the replacement phone was in may due to all the reset steps they make you do and when they don8note it in your file, they make you start over Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:The reasons why I filed this complaint are as follows: 1-I was told by RepDoug on 3/25/that on their receipt of the phone my account would be creditedDoug heard the voice activated message of "Screen Locked" via our conversation about the problem2-He did not inform me about any delay, due to my programmed information3-They received the phone on 4/8/and didn't request my identification, to resolve this delay, until April 22,In that Christine (Supervisor) told me, on that day, that this matter should be resolved within business days, I have decided not to give them that information and make it necessary for me to change my password, etcSince Consumer Cellular requested Apple's assistance on 4/13/the 10th business day is today, 4/26/and I am awaiting a call from Christine to update the status of my returnALSO: Had I been given proper return information, I would have returned to the local Apple Store to have them clear my information for the 2nd time, before sending the phone to themAt any rate, I was in receipt of a defective, malfunctioning, inoperable iPhone and they have had it since 4/8/and I should not have to wait for them to have Apple clear anythingAgain, they have the equipment and their staff members did not provide the proper return instructions!Sincerely, [redacted]

Revdex.com [redacted] Dear Revdex.com, Mr [redacted] has an email that he can now reach me through directlyIn regards to his concern; until Mr [redacted] has a confirmed 3G or above phone in which he can put his SIM card, there isn’t much that we are able to do2G is no longer a maintained technology and is being phased outWe are unable to submit a ticket for phones that aren’t at least a 3G phoneMr [redacted] stated in his recent email to me that he is going to try to call us tomorrow since we have been unsuccessful in contacting himThank you for contacting us regarding this complaint and allowing the opportunity to respondSincerely, TINA G [redacted]

Revdex.com [redacted] Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondWespoke with Mr [redacted] on 11/1/and advised him at that time that the issue was not with hiscreditThe issue is that there is another previous account in the household with the same address for [redacted] , his wifeWe can still open an account in his nameI will have someone reach out tohis to discuss his options.He will be required to be on our Autopay program because it appears he is purchasing a phone that hewill be making monthly payments onOnce the phone is paid off we can remove the requirement forautopay.Sincerely,TINA G [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F [email protected]

Dear Ms [redacted] : This letter is in response to a complaint filed by [redacted] received by Verizon Wireless on July 1, In her complaint, Ms [redacted] reports issues with being billed for an unwanted call from Verizon Wireless number 845-548- Ms [redacted] contends her service provider (Consumer Cellular) billed her $for minutes of overages Ms [redacted] claims Consumer Cellular refuses to adjust the overages In return, Ms [redacted] is requesting Verizon to reimburse her for $ In an effort to investigate Ms***'s concerns, I searched Verizon's database The number in question is associated with a Verizon subscriber’s consumer account(personal account) As a result, this matter should be address by the Ms***’s service provider Please redirect this complaint to Consumer Cellular for handling Verizon Wireless apologizes for any inconvenience this matter may have causedIf there are any questions regarding this matter, you may contact me directly at 800-435-extMonday through Friday between 8:a.m– 5:p.mEastern Standard Time Sincerely, Ezekiel F Executive Relations

Complaint: [redacted] I am rejecting this response because: This is ridiculous! I am years old and do not appreciate being taken advantage of! I returned the new phone you sent me because I didn't ask for you to send me a new one I asked for a refund I DO NOT HAVE SERVICE WITH YOU! I discontinued my service back in January because you would not replace my phone that I could not use and I needed a cell phone for emergencies! A refund is the only solution to this issue If you go back and look at my service time with you, you will see that I hardly ever used the phone to start with Just give me my money backSincerely, [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 Thank you for such an expedient response and taking care of this matter and thank you to consumer cellular for taking care of this matter, my faith is restored in the company .Sincerely, [redacted]

Revdex.com [redacted] Dear Revdex.com, We have been in touch with the customer to explain the situation and to give him optionsThe issue is that a customer is only allowed to have a max amount of lines on their accountWith the current five, adding more would go over that limitWe gave the option of cancelling the existing lines now so we could order more, going to a retail partner and getting SIM cards so we could cancel the old lines and activate the new ones at one time, or we can send out SIM cards two at a lineEach time they get two, we will cancel two lines and activate two linesTwo cards are currently on the way to the customer and once he has those we’ll start the process of moving lines aroundThank you for contacting us regarding this complaint and allowing the opportunity to respondSincerely, TINA G [redacted]

Complaint: [redacted] I am rejecting this response because:While I understand that the resolution specialist sees my return as accepting a return of a damaged phone, I returned the phone because they sent me a defective, damaged original phone in the first place Any further damage is really meaningless because it was a defective phone when they sent it to meHow can a defective phone be “like new” when it was sent defective? I’m frustrated that there is no acknowledgement that this was a phone that had never worked correctly and that there are shipping issuesThe first calls in the first days of service (11/15/– 12/6/17) and the additional calls should document that the phone was defectiveThis averages more than call/day! The sound was distorted and muffled, so bad that often I couldn’t understand what the person was trying to say to me This even happened on several calls to CC I patiently spent several weeks troubleshooting with their reps – which I asked them to document: multiple sim cards sent, reloads of software, changing phone settings, changing physical locations with the phone, and making comparative calls with another iphone At one point I even called Apple support staff that confirmed that the phone needed to be sent in for hardware repairs.I find it interesting that on the Revdex.com.org site, a similar complaint (12/21/17, p9, second complaint listed) also details a rejected phone return, lens scratches, and shipping issues In this case CC honored the warrantee and paid for the defective phone and the phone was returned to them I would request a similar resolution, and acknowledgement of: I was sent a defective phone, reported on the first and multiple calls after activation, and continued with troubleshooting on numerous calls until the phone was returned to CC on 12/18/ Shipping issues were discussed with representatives that all three shipments lacked cushioning material around the phone, allowing the phone to bounce around in the larger box during transit, and damage and cuts to the third returned phone shipment box and missing enclosures The CC Rep initiated sending me a CC replacement phone #to replace the original defective phone I was also sent a second replacement phone #because the first replacement phone shipped was also defective I complained to the rep (asked her to document) that I was not accepting her offered third replacement phone because of the deficient packaging of their shipped phonesI bought my third phone directly from Apple, expecting a refund for CC’s original defective phone Similar complaints and issues have been documented on Revdex.com.org The dispute with Consumer Cellular, for the $charge was for the original phone which we were forced to pay CC to resume phone service so we could port our numbers to a different carrier.The rejection of the return and a refund because of a lens scratch with all of the above information and documented history is ludicrous and unacceptable If the “100% no risk guarantee” nor the CC warranty is not honored, it’s forcing me, the customer, to pay for CC’s defective phoneI want to return the defective phone, and be refunded the $ Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:It is not a responseIt does not present any resolutions to the problem, it just reaffirms what was already stated in my complaintAlso their response leaves out some key and obvious issuesNot the least of which is that I placed an order for a protection plan from Apple though Consumer Cellular, so I was under the impression that the phone that I ordered was protectedWhen speaking to the Consumer Cellular representative with whom I placed the order, there was a verbal contractIt's not right when you make a contract with a company and you break that contract that company will go through a lot for you to pay retribution, but when a company breaks a contract then they just ignore you Sincerely, [redacted] ***

[redacted] Portland, Oregon [redacted] www.ConsumerCellular.com [redacted] @ConsumerCellular.com September 2, Revdex.com [redacted] Dear Revdex.com, The damaged phone was sent back to the customer on 8/28/with the tracking number of [redacted] Per ***, this package was delivered on 8/31/at 4:36PMI recommend that the customer check with the front desk for the packageThe other phone we have in our possessionA credit was given to the customer in the amount of $and was applied to his accountThere was an invoice owed on the account in the amount of $which was set to automatically be paid on 9/12/The credit was applied to that invoice, leaving a remaining credit of $I have requested that our account group send the customer those fundsA check will be printed on Friday and will be mailed to the address on the accountThe payment due to be taken on 9/12/will not occur since this credit covered that invoiceThis account is not in [redacted] nameIt is in [redacted] name which means that all refunds and processing will go through with his name and the address located on the accountIf [redacted] would like to assume financial responsibility for this account, [redacted] and [redacted] must call in and we will transfer the account into her nameUntil such time as she takes over the account, all transactions are under [redacted] nameNothing further is due to the customerThank you for contacting us regarding this complaint and allowing the opportunity to respondSincerely, TINA G [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T [redacted] @ConsumerCellular.com www.ConsumerCellular.com

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondMr [redacted] started service on 6/17/The account was suspended due to non-payment on 1/10/The account has been paid off and nothing further is owed however, on 1/30/2018, there was a balance of $This was comprised of three invoices$for the dates of 10/15/– 11/14/2017, $for the dates of 11/15/– 12/14/2017, and $for the dates of 12/15/– 1/30/Mr [redacted] ’s invoices did have taxes and fees on them but he carried a credit balance on the account so he may not have realized the actual bill costI have included snips of the billing summary from all invoices below which shows the taxesSincerely, TINA G [redacted]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondOur advertising is correct when we say that we don’t have contractsA contract company typically requires that you stay with service for two years and if you cancel prior to that two years, you are charged; sometimes hundreds of dollarsWith our company you can start and end service at any time without early termination feesAs for our phones, we do not advertise that they are unlocked phonesThey are not intended to be sold without service and we do require that they are on service for a period of time before we will unlock themAt this time the option is to start service and meet the time requirements for us to unlock the phone, or return the phone back to where it was purchasedWithout an active account attached we don’t even have the option to unlock the phone

Revdex.com [redacted] Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondWe donot have any records of Mr [redacted] requesting to have that line of service cancelled in September.However, since there was no usage, I have provided months’ worth of credit in addition to a month ofcredit that was already given to himThese credits have been applied to his account balance.Sincerely,TINA G [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F [email protected]

Revdex.com Complaint ID [redacted] (Customer # [redacted] )Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondTheiPhones Ms [redacted] purchased were brand new and not refurbishedThe phones sent to her hadnever been used when she received themAll iPhones sold by Consumer Cellular are locked toConsumer Cellular and service must be active with that phone for at least six months for the phone tobe unlockedThe first iPhone was purchased on 6/12/and Ms [redacted] called and set up anexchange on 6/17/reporting that she was unable to hear on the speakerphoneA second phone wasshipped on 6/19/at no charge pending return of the original phone in like-new conditionThe originalphone was due back by 7/28/17.The second phone was returned to us via USPS as unclaimed on 7/13/We contacted Ms[redacted] to see if she would like it sent back to her and verified her address; the replacement phonewas shipped out a second time on 7/14/Because the first phone had not been returned to us by thedue date, the account was billed $since at that time the customer had two iPhones in herpossession but had only been charged for oneDeliver notice was left by USPS on 7/17/and thesecond phone was confirmed delivered on 8/2/We set up another return for Ms [redacted] tosend back of the phones and receive a credit for the second chargeWe finally received the originalphone on 8/15/17, two months after it was purchased, and the phone had significant physical damageof dents in the cornersThis phone is not eligible for a return or exchange and was mailed back to thecustomerI’ve included the pictures taken of her phone when we received itThe first photo shows theback of the phone and includes the unique IMEI number of the device showing it is the same phone weshipped on 6/12/The other pictures show the damage that excluded the phone from being returneligibleI’ve highlighted some specific areas in the photos with a red boxThese are the IMEI and thesigns of damage.The balance currently due on the account is $for the service provided and used from 8/12/17through 9/14/17, the date the account was cancelled upon requestDuring this period 1,minutes,text messages and 1.20GB of data were used; the billing is validPlease contact us to make paymentarrangements.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 respondWe called Ms [redacted] on 1/26/after she received a new SIM cardWe were not able to make contact on that call but she did call in laterHer phone is working correctlyIf Ms [redacted] has any additional concerns, she may call us at 1-800-686-

Revdex.com Complaint ID [redacted] (Customer # [redacted] ) Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondMs [redacted] ’s request for the unlock code was escalated to retrieve the unlock code when she called in to cancel the account on 2/11/Once we received the unlock code, it was noted on her account and was available, however it looks like we did not speak to the customer next until JuneThe unlock code for the Motorola Moto G LTE is [redacted] .Our policy for unlocking phones has since changed to six months from date of purchase, however Ms [redacted] purchased her phone prior to the change so it does not apply to her accountI apologize for the misinformation she received when calling back in JuneThe unlock code was available on her account and should have been provided.Sincerely,JESSICA H [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T F [email protected] www.ConsumerCellular.com