Consumer Cellular

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondWeapologize for any confusion you may have experienced during your time with usPrior to transferringyour phone number to our service we sent you an email and we called and left a message stating
thatthe number would automatically begin its transferI will include below the email that was sent.When you contacted us a few days later to tell us that your home base had not arrived, your numberhad already completed the transferUnfortunately, we had no way of knowing that you were withoutservice until you contacted us.Per our previous conversations with you, we have sent a replacement device free of charge for the onethat was lost in transitIt should arrive to you in a few daysI have adjusted the start date for that line ofservice so that you are not being billed for the time without your phone.Here is the email that was sent.Email Us | Call Us: (888) 345-5510NUMBER TRANSFER SET TO BEGINAccount #***Dear *** ***,Thank you for choosing Consumer Cellular for your wireless serviceWe area different kind of wireless companyWe know you have choices and wewant you to be with us because you love our easy plans and great service,not because you're bound by a contract.Moving Your Existing Phone NumberWe have noticed you have not yet started the process to move your existingphone number to your Consumer Cellular phoneThis is a quick reminderour system will automatically start this process for you in days from the date of this email.If you have any questions or would like to move your number now, pleasevisitMy.ConsumerCellular.com or give our award-winning, U.SbasedCustomer Service Team a call today at (888) 345-5510.Thank you for choosing Consumer Cellular; we appreciate your business.Sincerely,Consumer Cellular Customer Service

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondI’m sorry that Mr*** experienced long hold timesPlease know that we just completed a full realignment of the company just last weekSince then, our hold times have been under minutes, and often times are under minute; with the exception of Mondays when our call volume is heavier. Our policy for refund time is clear, even if I was to extend it to days, Mr*** is still outside of 90 daysHowever as a courtesy we will allow Mr*** to exchange his phone for another model of equal or lesser valueI will have an agent reach out to the customer to setup the exchange and explain the requirements for returned phones

Complaint: ***I am rejecting this response because:I was never informed that there was any sort of automatic cut over to Consumer cellular Im a 32yr telcom professionalIf anyone proposed an automatic Cutover I would have said noIve cut over thousands of phone lines and would never cut off anyones service without theor active participationThis is a bad process by the company that will continue to inconvenience customers and put lives at riskThey need to change it

Revdex.com *** *** ***Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondI’m sorryto hear that our service did not work for Ms***We have spoken with Ms*** regarding herconcernsOur risk free guarantee states that if
the customer is unhappy and cancels within days andno more than units of usage, we will waive invoices.Ms*** had service with us for daysDuring that time she used regular voice minutes, 120complimentary minutes, text messages and MB of dataShe exceeded the units of usageTheinvoice total for the time she was with us was $We applied the credit for the SIM card to theinvoice which lowered it to $19.87.Based on the limited number of text and data that she used, I am able to apply an additional credit tothe final invoiceHer adjusted total to pay is $To avoid late fees and further collection efforts, thisamount will need to be paid by 1/23/2017.Sincerely,TINA G***CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F [email protected]

Complaint: ***I am rejecting this response because: When I told ConCell"Lucy" that I called WestUnion to verify, the money order was cashed on 6.15.16. When I asked "Lucy" about the company tracing a money order sent to Consumer Cellular's P.OBox, she very arrogantly informed me that no one in that office received a money order from me since May, 2016. When I asked to speak to higher authority, I was told there was no one there higher than she. It is not my job to find their thief or try to figure what account to which some inept personnel attached my money to. I don't have the money to make double payments or trace money orders that goes to p.oboxes and the company have such a lack of ethics and morals they cannot be bothered to hire a CFO to keep track of their money
Again, this is the third time this company (Consumer Cellular) has done this to me - only to find they misplaced or mis-posted my money. Also, I now understand from other Consumer Cellular customers that they have come against similar treatment, and found it's probably because seniors rarely say anything about this
Now you may inform the company to email me, but I will NOT be trying to find a phone to call them, especially since I paid for the service they terminated just before a new due-date and holiday. Furthermore, I will require a response in writing from ConCellby July 14, 2016, regarding MY terms - which I specified to you when I initiated this complaint.Sincerely,*** ***

Complaint: ***I am rejecting this response because: Consumer Cellular offers an unreasonably short refund periodNinety days would be far more acceptable.Would they be inclined to offer a different manufacturers phone of equal value in place of the Huawei LTE? A phone that has instructions in understandable ENGLISH? Excessive wait periods on contacting Consumer Cellular Customer Service by phone were partly the cause of the my delay in my making a complaintI may be retired but that doesn't mean that I have hours to wast waiting for an answer or call backThere were many times that I just gave up waiting only to try several days late when I had more timeThis is a TOTALLY UNACCEPTABLE SERVICE by a company selling an expensive service and complicated hardware!Sincerely,*** ***

Complaint: ***I am rejecting this response because: I was never told at the time of cancellation that I needed to return the SIM cards to the store where they were purchased I would have gladly returned them if I had been told of this policy Sincerely,*** ***

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondAn Apple iPhone Plus 32GB was purchased from Consumer Cellular using EasyPay financing on 1/25/The total purchase price for the phone is $plus tax and a down payment and
sales tax were paid at the time of purchaseEasyPay financing is an agreement to make $monthly payments along with the monthly charges for serviceA balance of $was financed with Consumer CellularPrior to shipping the phone, a lending agreement was electronically signedThe terms include any remaining financed balance for the phone becoming due if the service is cancelled. This order was placed online by logging into Mr***’ Consumer Cellular account using credentials he set upThe name signed on the EasyPay electronic agreement is *** *** ***A down payment and taxes ($248.92) were paid for with a credit card ending in ***An order confirmation, a notification to sign the EasyPay agreement and a shipping confirmation were sent to the email address ***This is also the email address where the monthly invoices for service are sent; each monthly invoice detailed the amount of the installment payment and the number of payments remaining to pay the phone off in fullThe phone was delivered to Mr*** home address on 1/28/17. In the package, another copy of the order summary receipt was included. The phone number on the account was ported out to a new company on 11/21/and the account was cancelledAfter the account was cancelled, we received a call from someone who identified themselves as *** *** requesting a proof of purchase for the iPhoneSomeone who identified themselves as *** *** came on the line to verify the account and give *** accessA copy of the order receipt was sent at that time to Gabrielle’s email address ***This order summary also details that $was financed for the phone. After the account was cancelled, the unpaid balance of $for the iPhone was charged to the credit card on file on 11/22/There is a balance of $currently due on the account for the final prorated invoice for service from 10/25/through 11/21/17, the date of cancellationPlease let us know if we can be of further assistance. Sincerely, JESSICA H***

Please cancel this complaintThis problem was resolved by 7pm as of Wednesday 9/5/Thanks for your help

Revdex.com Complaint ID *** *** (Customer # 1***)Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond.Consumer Cellular bills in arrears for monthly service and usage, so when an account is cancelled thereis always a final bill for service
through the cancellation dateThis account was cancelled on requestover the phone on 7/11/17.The last payment made on the account was $on 6/23/This paid for the service dates of 5/1/17through 5/31/The balance due on the account at the time of cancellation was $for the servicedates of 6/1/through 6/30/Once the account was cancelled, the final invoice generated for theservice dates of 7/1/through the cancellation date of 7/11/This is a valid bill for service that wasactive and used through the cancellation date.As we explained in our correspondence on ***, we’re not adding hidden additional charges, weare simply billing the customer for the services we providedThere are no service charges for after thecancellation dateWe mailed a paper invoice on 7/3/for the balance of $then a final invoice on7/17/for the total balance of $The charges and service dates are broken down on eachmonthly invoiceThe final charges of $are due on 8/5/If the balance becomes past due andremains unpaid, late fees may accrue and the account would eventually be sent to collectionsPlease letus know if we can be of further assistance.Sincerely,JESSICA H***CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F [email protected]

*** *** *** ***To Whom It May Concern,Thank you for contacting us regarding this complaint and allowing the opportunity to respondThe datewe received the usage from the towers was on the 18th, the date of the new billing cycleThe way thatwe invoice usage has not caused Ms*** any additional charges to her invoicesOur policy on usagebilling is stated in our end user agreement and by using our service she has agreed to the terms andconditions within it.Sincerely,TINA G***CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F [email protected]

Please see our attached response
November 14, 2015 Revdex.com Complaint ID *** *** *** (Customer # ***) Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondMs. *** cancelled her Consumer Cellular
service on 11/3/Because we bill in arrears for monthly service and usage, whenever service is cancelled there is a final bill for service through the cancellation dateIn Ms*** case, there was also a final bill for the previous full month of serviceThe due date for that bill had not arrived yet when she cancelled her service, which is why it had not yet been paidShe is not past due, only being billed her regular monthly bill for service already providedFor reference, I have sent Ms*** a copy of her past three invoices by email to ***@sonic.netThe service dates for each invoice are listed on page two. Prior to cancellation, the monthly invoices were generated and mailed around the 3rd of each month for the previous calendar monthThe last payment made on this account was $on 10/23/This is for the service provided from 9/1/to 9/30/The next monthly invoice generated and was mailed on 11/3/2015, which is the same date the service was cancelledThis invoice of $covers service provided from 10/1/through 10/31/and is due 11/22/Once service was cancelled on the 3rd, the final, prorated invoice generated for service from 11/1/through 11/3/This invoice is $3.27, making the total balance due $Due to the misunderstanding, we are offering to waive $(+ tax) of the remaining billAs long as this is paid by 11/28/2015, the balance due will be $11.01. As Ms*** mentions in her complaint, one of our agents called her on 11/to review the billing in response to an email we receivedWe’re sincerely sorry if Ms*** feels that agent was abrasiveWe are reviewing the call and will follow up with the agent directlyWe thank Ms*** brining the issue to our attention and for being a Consumer Cellular customer. Sincerely, JESSICA H*** *** *** *** *** * *** * *** ***@ConsumerCellular.com www.ConsumerCellular.com *** *** *** * *** *** *** *** * *** * ***

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondMr. *** purchased the home base unit on 5/30/and the number transfer completed on 6/7/2016, which is also the first date of usageBilling for this line started on
5/31/so that is days with no service that he was billed forThe voice portion of his service costs a total of $for two lines of service, or $per lineDaily cost is $per lineOver the course of days that is $A credit of $has already been given so I have applied the remaining $1.59. Our June promotion was for customer who added a new line of service during the month of JuneMr. *** added this line of service in MaySince the addition of the line was so close to being in June, I have provided a courtesy credit of $to the account as well. Sincerely, TINA G*** CORPORATE EXECUTIVE RESOLUTION SPECIALIST T F 503.675.8989 [email protected] www.ConsumerCellular.com

Complaint: ***I am rejecting this response because: Unfortunitly due to need I had to replace the damaged phone and had purchase a new phone from Target at $Subseqently, this CC offer is too late give my purchaseI respectfully, request a credit to my account in the value of $and I will return then recently sent replacement phonr.
Sincerely,*** ***

Complaint: ***I am rejecting this response because:You received both phones last week. To my knowledge you have not credited *** *** account for the returns. I also have not received a phone back. Please credit her account for the returned phones and cancel my service. I also want a refund for months service and apology for the worst customer service I've experienced.Sincerely,*** ***

Revdex.com *** *** *** *** Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondCustomers can experience delayed usage on occasionWe report usage as soon as we receive itIf a customer is using partner towers that usage may be
significantly delayed in getting to us and this can cause it to be added onto another invoiceThis is discussed in our end user agreementAfter researching Mr*** account I noticed that the date of usage to the date we received it was a monthThat is not typicalEven delayed usage doesn’t typically take that long to reach usI have sent this issue up to AT&T to be investigated furtherI am having one of my employees contact the customer to offer to move his voice plan and we will credit the differenceSincerely, TINA G*** CORPORATE EXECUTIVE RESOLUTION SPECIALIST T F [email protected] www.ConsumerCellular.com

Revdex.com *** *** ***Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondBoth ourend user agreement, as well as our website, mentions that our phones are locked and what therequirement is to unlock them.As a courtesy I will provide the
unlock codeThis does not guarantee that the phone will operate on anysystem other than the Consumer Cellular system.The unlock code is ***

Complaint: ***I am rejecting this response because:Sincerely,thank you tina if someone had offered me this months ago I probably would still be a cc customer but they didn't and just gave me a hard time , sorry since they didn't and I was having so much trouble with my phone I don't feel I owe the full amount which you did not mention in your offer let me know what you think is fair !*** ***

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, *** ***

june 17, 2016 Revdex.com *** *** *** *** Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondI would be willing to set the phone up for a warranty replacement however the customer must understand that we will
inspect the phoneShould the phone be physically damaged or have liquid damage, the warranty will be denied and the replacement phone we will send out would then have to be paid for. If the customer would like me to go ahead and start this process, she may email me at [email protected] Sincerely, TINA G*** CORPORATE EXECUTIVE RESOLUTION SPECIALIST T F 503.675.8989 [email protected] www.ConsumerCellular.com