Consumer Cellular

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 didn’t work for Ms***Our risk free guarantee states that if the customercancels within days and no more than units
of usage, we will waive the invoicesMs*** waswithin the days but she had used voice minutes, text messages and MB of dataThisexceeded the units of usage and the customer was therefore responsible to pay the invoice.The amount remaining on the account is a late fee that accrued when the invoices had not been paid ontimeSince the customer has paid for the service, I have cleared the late fee and the account is now at azero balance.Sincerely,TINA G***CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondI have been in both email and phone contact with Ms*** over the last monthThe original phone has been damaged and we c***ot refund for a damaged phoneWe have not changed our position on
thisWe have received the replacement phone and refunded the amount charged for that phoneI spoke with Ms*** on 1/17/The $was the cost she had to pay due to the amount she disputed with her card company for the cost of her original phoneShe has the original phone in her possession and that was a valid chargeThat was after I removed the $late fee that which was assessed.The current balance on the account is $for the service dates of 1/7/through cancellation of 1/20/This amount is due on 2/13/2017.Sincerely,TINA G***CORPORATE EXECUTIVE RESOLUTION SPECIALIST

Complaint: ***I am rejecting this response because: The company has not provided support for this policy. It is not in their online offer or in the written ads we received. Neither of the customer representatives we talked to seemed to know this either. We made the decision to cancel a landline to make the original change. It will be costly to return to it. we passed on $referral rewards to do this as well. No longer the number one cell service in my book.Sincerely,*** ***

Complaint: ***I am rejecting this response because:
Hi, I just now got this message that Consumer Cellular responded to my complaintTheir response is completely falseThey knowingly sold me a phone that they knew could not be upgraded to a higher Android versionI called the manufacturer of the phone, HuaWei, and they told me that they supply below standard phones to Consumer Cellular upon their requestThe model of phone I purchased is upgradable for all standard versions of this phone, but the only version that cannot be upgraded is the cheap, cut-rate version sold deceptively by Consumer CellularThe public should be aware that they are getting inferior products when they buy from Consumer Cellular, because they won't tell this
*** ***

March 1, 2016 Revdex.com *** *** *** *** Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondI listened to the call between our technician and Ms***The end result was that we told Ms*** that the original phone was not eligible for refund but that we could do a warranty replacementThis was agreed to by Ms*** and she understood that we would be sending a replacement and she would not be charged for it if the original was sent back to us and was in like-new conditionWe sent a new phone free, and as long as the original phone is sent back to us, we will not charge her for the new phone. For Ms*** to avoid being charged for the new phone that we sent her we need the original backAt this point she has two phones and has only paid for one of themThe other option is to send the new phone back to us and keep the original one however we won’t be providing a cash refund. Sincerely, TINA G*** CORPORATE EXECUTIVE RESOLUTION SPECIALIST

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondI’m sorry to hear that it has taken this much time to get Ms*** refund back to herWe did send her a check on 12/22/She notified us on 1/10/that she had not
received itWhen this happens, we have to verify that the check has not been cashed and put a stop payment on itThis can take some time. We do not have the option to send the payment back to her cardThe refund check is currently being processed and will be sent out in tomorrow’s mail

Complaint: ***I am rejecting this response because:
***Please see attached documents***
Revdex.com,PO Box 1000,Dupont, WA 98327,Re ID#*** *** Consumer Cellular.Consumer Celluar continues to misrepresent the facts;There were two Huawei phones purchased One onAugust 7/and the other September 8/TheMarch 14/order*** was the same phone the returned to me, a defective phoneThis phone andthe other were returned to Consumer Cellular.Their point #where they said that I was credited with $and my bill was for $and I madepayment for $are all misrepresentationThe fact is they debited my account tbr $claimingnot receive the phone I sent backThe claimed they did not receive the phoneThls $was not forphone usage After several phone discussions they then credited me back the $when theyreceived the phoneThe account was not in arrearsThis was all done by due date of the billSo theycontinued to misrepresent you.I bought two phones and they were defectiveI returned them before any warranty expiredI am stillout $and $75.43.Yours truly,** *** *** * *** *** *** ** *** ***

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
However, I want to make sure that Consumer Cellular's delay or refusal to release this number was not a part of a pattern that is abwith respect to the rest of the industry
Sincerely, *** ***

Complaint: ***
I am rejecting this response because: it is true that a prior line of service existed, and still existsHowever, the second line was canceled within days and that service fee was not refundedI do understand that because of the first line, service existed for more than daysYour action may live to the letter of your policy, but at least to me, it does not live to the intent of 100% satisfaction guaranteed
Sincerely,
*** *** ***

Complaint: ***I am rejecting this response because:
I find that Consumer Celluar's is unreasonable and unacceptable
When I stated "Is that necessary to process and Oh so you're going to run my credit and I go on to say were you going to let me know beforehand", at no time did the Consumer Cellular representative give me that information beforehand.
They state that this Hard Check and Soft Check will typically be on Equifax for about months, yet Equifax shows that it sits on credit and affects my FICO scores for years
I want my Credit Inquiry to be removed. They conducted Business in a underhanded manner
Shame on you Consumer CellularSincerely,*** ***

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondI had oneof my lead technicians reach out to Mr*** to advise him that a new label was sent to him and toadvise him of our return policyWhen we get the phone back, as long as it is in
like-new condition, wecan process the return for him.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 respondI’m sorry to hear of the frustration this caused the customer and because of that I had Dave’s supervisor monitor all the calls that took place between him and
the customer, as well as some of the other callsThe issue began when the customer opted to get another phone, and in activating a new phone, the SquareTrade protection was cancelledDave informed the customer that he works Tue-Sat so that they would understand that on Sunday and Monday, he would not be calling them
Despite the customer’s assertion that Dave didn’t contact them, he did in fact call them numerous timesDave first spoke with the customer on 7/7/He followed up with the customer on 7/13/twice, on 7/14/2016, 7/16/2016, and 7/19/On 7/22/a co-worker followed up with the customer
As a courtesy I waived a full month of the additional line feeThe customer will see this itemized on their next invoicing.Sincerely,TINA G***

Please see our attached response
November 5, 2015 Revdex.com Complaint ID#*** Constance *** (Customer # ***) Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondMs. *** account was opened July 1,
and suspended on 9/29/due to significantly high usage. We did not receive a request to cancel the account as Ms*** indicated in her complaint and they continued to use the service until 9/29/2015, the date it was suspended by Consumer Cellular. The charge of $was comprised of a $past due balance for service provided from 8/12/2015 through 9/11/2015, and the bill for service and usage from 9/12/through 9/29/For the billing cycle that ran 9/12/through 9/29/2015, there was a large amount of usage overage for data and voiceWe attempted to contact the customer by text, email and phone call multiple times between 9/11/and 11/2/to warn of potential overages, high usage and eventually the past due balancesWe did not receive a response to any of these attempts nor did we receive a response to the invoice the customer received detailing the balances due. Ms*** was sent the final invoice on 10/14/The invoice detailed the current and past due charges and a reminder that the account was on auto-pay and the card would be charged 11/3/The credit card charge attempt had failed on the due date of 10/2/2015, and when the next invoice came due the payment of $was successfully collected. Ms*** called and spoke to a Supervisor on 11/3/We applied a courtesy credit to their bill of $289.98, making the balance due $instead of the original amount $Along with the previous unpaid bill, this made the total balance due $A refund of $was applied to the customer’s credit card the same dayIt may take longer for the refund to post to their account depending on the policies of their bank. I have changed the customer’s account from suspended to cancelledBecause service was suspended back in September, the final bill has already generated and been paidIf they wish to resume service at any point, please contact usCellular numbers are available to be reinstated for up to days, so they would have to obtain a new number to resume service. Sincerely, JESSICA H*** *** *** *** *** * *** * *** ***@ConsumerCellular.com www.ConsumerCellular.com *** *** *** * *** *** *** *** * *** * ***

September 29, 2015 Revdex.com *** *** *** *** Dear Revdex.com, After listening the call recording where the customer setup her account, she was asked which phone number she wanted to transfer to us and her landline number was the number given to us
To successfully transfer a number a customer has to provide us the phone number and the account number for the other provider, and Ms*** gave us that information. Due to this being a landline number transfer, it does take longer to process than a cell phone number transferOnce the transfer has been confirmed by the other provider, we are no longer able to cancel the requestWe have to wait for it to finish the transferOnce the transfer has completed, the other provider can then submit a transfer to get it backUnfortunately we don’t have a way to make this go any faster. I highly recommend that the customer request a new number from the landline provider in the meantime if she is concerned about her health. Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Sincerely, TINA G*** CORPORATE EXECUTIVE RESOLUTION SPECIALIST * *** * *** ***@ConsumerCellular.com www.ConsumerCellular.com *** ** *** *** * *** *** *** *** * *** * ***r.com

August 28, 2017 Revdex.com *** *** *** *** Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondMs. *** had a risk free guarantee within the first days of serviceShe originally started service on 5/19/The iPhone was added to the account on 6/15/The risk free period has been exceeded. As I stated in my previous response, Ms*** may either wait until December to have her phone unlocked for free or may pay the $fee to have us unlock it prior to that dateMs*** purchased the iPhone from a retail locationHer other option is to take the phone back to the retail location and see if they will refund her for the phone. Sincerely, TINA G***

Revdex.com *** *** ***Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondThecustomer placed his order on 9/1/and it takes 3-business days to be deliveredThe phone wasdelivered on 9/5/On 9/16/the customer went online
and activated their new cell phone.If there are additional concerns about the delivery of the phone, the customer should contact us at 1-800-686-4460.Sincerely,TINA G***CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F [email protected]

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,
*** ***

September 27, 2017 Revdex.com *** *** *** RE: *** *** *** Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondWe were in recent email communication with Ms***Here is the information we sent herShe needs
to complete the steps listedIf she is unable to do them on her own, she may call us and we can walk her through itIf the steps do not fix the issue then she will need to go to an *** Warranty and Repair CenterIf *** determines that the issue is a manufacturer defect, they will replace the phoneIt is also worthy to note that *** just released a new software update which is supposed to fix the issue that customers were having with their batteries not staying charged for very long. Here is the response email we sent Ms***. Hello Ms***, Thank you for contacting Consumer Cellular, I am happy to assist you today with your iPhone I am sorry to hear your device isn't holding a charge as long as expected and the home screen button isn't workingThe iPhone is expected to have a longer lasting battery then the previous models. Unfortunately, we cannot process an exchange or warranty via emailThe return period has ended on your iPhone 7, so the device can't be returned or exchangedIf the troubleshooting I have listed below doesn't fix the device you would need to warranty the phone, in which you would have to visit your nearest *** locationThey can check the phone and determine if it is a warranty issue or considered physical damageDepending on the outcome, *** might be able to replace the phone under warranty in-storeIf it is not replaced in-store but determined to be covered under warranty, you can move forward with the warranty process through *** or Consumer Cellular. In regard to your phone's battery life, the expectation is 24-hoursMost smartphones generally need to be charged at nightHere are some tips to optimize your battery life: Make sure that your software is up to date by going to Settings, General, and then Software update. Please make sure you're connected to when updating. Auto-Brightness adjusts your screen to lighting conditions automaticallyTo activate it, go to Settings then Display & Brightness and set Auto-Brightness to On. You can enable low power mode to save battery life when you are low on battery or want to save batteryYou can enable it by going to Settings and BatteryLow Power Mode reduces display brightness, optimizes device performance, and minimizes system animations. You can turn off the feature that allows apps to refresh in the backgroundGo to Settings then General then select Background App Refresh and set the switch to Off. If the above troubleshooting steps did not resolve the issue, the next step would be to restore your phonePlease note this will delete everything on your device and I recommend backing your device up to your iCloud account prior to completing thisPlease restore your device by following these steps: Open iTunes on the Mac or PC Connect your device to your computer with a USB cable Select your iPhone when it appears in iTunes Select Restore Backup in iTunes Please note, if the phone shows any signs of physical or liquid damage, it is not eligible to be replacement under warrantyI apologize for any inconveniencePlease contact our customer service at for further troubleshootingThank you for contacting Consumer Cellular. Sincerely, TINA G*** CORPORATE EXECUTIVE RESOLUTION SPECIALIST T F 503.675.8989 [email protected] www.ConsumerCellular.com

August 2, 2017Revdex.com *** *** ***Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondI’m sorryto hear that Ms*** is having issues with her cellular serviceWe did have a day recently where oursystems were not communicating to
the carriers properly and it did delay activations.It appears that Ms*** was responded to via a social postingThe SIM is active and she should installthe SIM card and restart her phoneEverything should be working for her now.Sincerely,TINA G*** **Attachment redacted by Revdex.com Staff**

Complaint: ***
I am rejecting this response because: I have reviewed the response made by the business in reference to complaint ID ***, and find that Consumer Cellular have made statements and continue not to allow me to listen to the recording of my phone calls in question by allowing me to hear these recording would clear everything up one way or the otherConsumer Cellular continue to deceive Me and Revdex.com and the American Publicway else would they continue their denial, of reviewing the recordingMy request is simple and easy I am asking Revdex.com to assist me in getting these recordings this would clear this all up!
Sincerely,
*** *** ***