Consumer Cellular

Complaint: ***I am rejecting this response because: To start with I was not told about the minwhat I was told was if I didn't like it to bring it back and it was free and that would give me a chance to try it at my locationI bought it at *** in kalamazoo mich about miles from my houseIt habitchually drop calls and had to keep calling back, but it was the only phone in servicewell when I tried to get my number back from consumer cellular they had the store person on hold for and a half hrsand held the number up to make a long story short hrslater I did not have any phone working over not getting I WENT TO *** ( WHERE MY FIRST IS THROUGH ) AND AFTER ANOTHER HOUR ON PHONE gOT THE NUMBER BACK ON MY PHONE. SO I HAD TRIPS TO KALAMAZOO TO BUY IT AND RETURN ITRD TRIP EACH TIME WITH TOTAL MILES THERE AND EXTRA TRIP TO *** @MI RD TRIP SO THAT IS A TOTAL OF MILES DRIVEN AND HOURS!!!! SPENT ON A PHONE THAT WAS A PIECE OF JUNKWHAT A SCAMI MAY GO TO ATTORNEY GENERALS ABOUT IT TO ANYONE THAT READS THIS VERY MUCH BUYER BEWARE AND THE HAVE THE GALL TO WANT THEY SHOULD REIMBURSE ABOUT TO FOR GAS AND FOR TIME SPENT ON JUNKSincerely,*** ***

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondConsumer Cellular bills in arrears for monthly service and usage, meaning after the bill cycle endsConsumer Cellular is not a prepaid service, so there is always a final bill when an account is
cancelledIt is a customer’s responsibility to contact us if they wish to cancel service, however the invoices due on this account also include time where the service was active and being usedThis account was opened 12/31/and suspended for non-payment on 10/22/The last payment made on this account was $on 8/18/This paid for the service provided from 6/27/through 7/26/There was usage on Mr*** service into September Service that was active and used after 7/26/was not paid for and we were not notified that the customer wished to discontinue serviceWe sent the customer a paper bill each month detailing the service dates and chargesWe also sent collections notices to advise of the final balance, however we received no response from the customerThis account was transferred to an outside collections agency in December Please contact Professional Credit Service (PCS) at *** to discuss the current balance due or to make payment arrangements

August 18, 2017 Revdex.com *** *** *** *** Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Consumer Cellular’s policy for easy pay is that the customer must have had good payment history for seven invoicesMr*** paid an invoice late in JuneDue to this late payment the system isn’t allowing him to have easy pay. I did escalate this to see if we could make an exception and we can, but I must speak with Mr*** to place the orderA standard agent is not going to be able to do this for himI attempted to call his cell phone but it only rang and I was not given an option to leave a voicemailMr*** may contact me at [email protected] so that I can assist him. Sincerely, TINA G*** CORPORATE EXECUTIVE RESOLUTION SPECIALIST T F 503.675.8989 [email protected] www.ConsumerCellular.com

Please see our response and additional attachment
May 15, Revdex.com Complaint ID *** *** *** (Customer # ***) Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondThe customer’s SIM card was deactivated through our website on 5/
because the customer activated the new phone’s SIM card when promptedOur system does not know that a customer already swapped their SIM and is using an old SIM card, only that we shipped them a new phone and SIM that hasn’t been activated yetWe’re sorry for the confusion and inconvenience this causedWe reactivated the desired SIM card on 5/4/16, however the customer indicated it still wasn’t workingAccording to the account notes, the customer also informed us that the SIM card they wanted to use had gotten wet, which may explain the problem in reactivating itWe spoke to *** *** on 5/12/and activated a new SIM card that was purchased at a retail storeAt that time, the phone was tested and working fineThe customer’s phone number ending *** was without service beginning on 5/and ending on 5/I have applied a credit of $plus tax to the account for the time without serviceAfter the $retail SIM card credit that was applied on 5/and the credit I have applied today, the balance due on 5/is now $instead of $Finally, as an additional attachment I have included an exact copy of an email from the customer sent to Consumer Cellular on 5/3/While we’re happy to assist customers with questions and problems via email, we do ask that customers treat our employees professionally and respectfullyWe expect that future emails of this nature will not be sent to Consumer CellularSincerely, JESSICA H*** CORPORATE EXECUTIVE RESOLUTION SPECIALIST T F [email protected] www.ConsumerCellular.com ***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

February 23, 2016 Revdex.com *** *** *** *** Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondWe spoke with Ms*** and have agreed to process a warranty replacement for her phone with the understanding
that the phone must not have any physical and/or liquid damageWhen we receive the phone back, we will inspect it and if the issue is a manufacturer’s defect, the replacement phone which we are sending will be freeIf there is damage, she will be charged for the new phone. Sincerely, TINA G*** CORPORATE EXECUTIVE RESOLUTION SPECIALIST

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondOperating systems are changed from time to time and unfortunately Consumer Cellular does not control thatThere are still a ton of apps that can be downloaded for the operating system that Mr
*** is using.When Mr*** purchased the phone he did have a risk free guarantee during which time he had the options to return the phone for a refund or exchangeHe has now had the phone for about months and is well outside the return periodIf he is interested in purchasing a phone, we do have certified risk-free returned phone that we sell at a lower cost.Sincerely,TINA G***CORPORATE EXECUTIVE RESOLUTION SPECIALIST T F [email protected] www.ConsumerCellular.com

Dear Revdex.com, During the time that Ms*** was with Consumer cellular there were voice and text messages used and her cancellation date fell just outside of our risk free guarantee period of daysHad the cancellation happened earlier, she would have had all invoices waived as she
did not reach units of usageBetween all forms of usage (text and voice) there were units of usage. As a courtesy I have extended the risk free guarantee to Ms***I have waived the current invoice as well as the one invoice that she had already paidWe will issue a refund to Ms*** in the amount of $8.90. Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Sincerely, TINA G*** CORPORATE EXECUTIVE RESOLUTION SPECIALIST * *** * *** [email protected] www.ConsumerCellular.com

August 24, 2017 Revdex.com *** *** *** *** Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Consumer Cellular sell iPhones at a price which is reduced for our customers, because of this we do require that
the account stay active for days before we will unlock the phoneIn some cases we will allow the customer to pay a fee of $to unlock the phone earlierThis is outlined in our end user agreementI will include that at the bottom of the letter. Ms*** is welcome to pay the $fee to unlock the phoneWe have also moved her to our other network to see if reception improves. My DeviceYou are responsible for all phones and other devices containing a SIM assigned to your DeviceYour Device must be compatible with, and not interfere with, our Services and must comply with all applicable laws, rules, and regulationsWe may periodically program your Device remotely with system settings for roaming service, to direct your Device to use network services most appropriate for your typical usage, and other features that cannot be changed manuallyIf you bought a Device from Consumer Cellular, it may have been programmed with a SIM lock which will prevent it from operating with other compatible wireless telephone carriers’ servicesIf you wish to use this Device with the service of another wireless telephone carrier, you must enter an Unlock CodeConsumer Cellular will provide the Unlock Code upon request, provided that you meet certain criteria including, but not limited to the following: (a) you have paid for your Device in full; (b) the equipment has been active on Consumer Cellular’s service for at least six months and the account is in good standing (i.eit has no past due amount or unpaid balance owed Consumer Cellular); (c) your Device has not been reported lost or stolen; and (d) Consumer Cellular has the Unlock Code or can reasonably obtain it from the manufacturerConsumer Cellular may allow you to pay a fee in lieu of the above criteriaThe fee will be set by Consumer Cellular in their sole discretionFor further details on eligibility requirements and for assistance on obtaining the Unlock Code for your handset, please call 1 (800) 686-Devices purchased for use on Consumer Cellular’s system are designed for use exclusively on Consumer Cellular’s system and EquipmentYou agree that you will not make any modifications to the Equipment or programming to enable the Equipment to operate on any other systemConsumer Cellular may, at its sole and absolute discretion, modify the programming to enable the operation of the Equipment on other systemsYou are solely SW 69th Avenue ? Portland, Oregon 97223 800-686-? www.ConsumerCellular.com ? [email protected] responsible for complying with U.SExport Control laws and regulations and the import laws and regulations of foreign countries when traveling internationally with your Equipment. Sincerely, TINA G***

August 9, 2017Revdex.com *** *** ***Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondI’m sorryto hear that Mr*** was not able to reach usThe post office did try to deliver his SIM card but forsome reason were not able to and it is
being held at the post office.I have cancelled Mr***’s account per the request in this complaintThere is no refund due to Mr***as he has not paid anything to us.Sincerely,TINA G***CORPORATE EXECUTIVE RESOLUTION SPECIALIST **Attachment redacted by Revdex.com staff**

Thank you for contacting us regarding this complaint and allowing the opportunity to respondI do notshow that Mr*** purchased three SIMs, only twoHowever as an act of good faith I will provide a$credit to his account
In regards to the repairs he had done to his phone, we will not be covering those costs
Sincerely,
TINA G***CORPORATE EXECUTIVE RESOLUTION SPECIALIST

Complaint: ***
I am rejecting this response because:The phone barely a month old and they basically called me a liar about the phone lens breaking. I feel that the least they can do is give me a discount on my bill for a month or so. I have been a loyal customer for a very long time and feel I was not treated with the courtesy and respect that I tried to show them. Also I was told I would have insurance on my phone which was not added.
Sincerely,
*** ***

Complaint: ***I am rejecting this response because: I have already explainedI have proof that my number was transferred on 1/2/and I wouldn't give this company another penny if my life depended on itNext I will go to the local news and the veterans administrationI don't think any veteran should have anything to do with these mnsPrepare to defend yourself.Sincerely,*** ***

Complaint: ***I am rejecting this response because: We did not request the overage MsH*** speaks ofTake it Back!!!!!!!!!!! We only requested a refund of in check form for the usage charge on our bill. MsH*** needs to reread the messages sent to her. Also, as far as usage alerts via Consumer Cellular advertises that this is a monitoring system to help its patrons avoid a surprise cell phone bill and say hello to a helpful way to manage your usage(http://www.consumercellular.com/Info/Usage Alerts)Reading this material may shed some light on your advertising techniques? It also may shed light on how Consumer Cellular appears to conduct its businessMaybe training to Sterling just one customer service representative from Consumer Cellular who explained the alert will be sent to you prior to any overage 75% we will insureWell take a good look at the usage alert MsH*** because the advertising by Consumer Cellular gives consumers is a belief that they will be protected instead the usage alert when really it tricks you into a higher monthly cell phone billMsH*** I never gave you permission to do anything on my billNow, consumers in the open market can read all about the guidelines put forth by Consumer CellularSomehow you have to get it to match: word and print.Sincerely,*** ***

Complaint: ***
I am rejecting this response because:As stated by Consumer Cellullar the service was month to month, I never said it was a prepay, the consumer pays for the months of service they wantThere is no contract so what is it that I am cancelling? I paid for the service I wantedAt no time while I had the service was I made aware of this policyI absolutely did contact the company when I received the bill and told them I am not paying for a service I did not use nor did I ask for I didn't ask for Consumee Cellular to extend any type of extra service time to meI bought the phone because I need one with no contract and no obligation
Sincerely,
*** ***

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondMr. *** added a Connect plan (text and data) on 6/15/and was billed for it appropriatelyHe requested a credit for the connect plan because he ended up not using itOn
6/30/a credit of $+ tax ($10.93) was applied when the customer called inThe text and data plan was removed so it will no longer be billedThe credit of $will be applied towards the next invoice that generates. Going forward, Mr*** will need to verify that he is on the desired plans before the bill cycle ends on the 17th as that is what the customer will be billed forIf we can be of further assistance please let us know. Sincerely, JESSICA H*** CORPORATE EXECUTIVE RESOLUTION SPECIALIST T F 503.675.8989 [email protected] www.ConsumerCellular.com

Thank you for contacting us regarding this complaint and allowing the opportunity to respondThis account had been set up on automatic payments since the account was opened in December As requested over the phone on 3/8/17, the autopay was removedWe have also removed the
stored payment card informationThe payment that was charged 3/20/was due on that day for the service received from 1/27/through 2/26/This was a valid bill for service received and will not be refundedPlease let us know if we can be of further assistance

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondThis account was opened on 11/16/and closed upon request on 1/23/On 3/15/Consumer Cellular received ten checks for $each, check numbers 1050, 1051, 1052, 1053, 1054,
1055, 1056, 1057, 1058, and These were the first payments we received towards the service the customer was provided from November through JanuaryEach $check was returned by the bank for insufficient funds and incurred a returned check fee of $This made the total due on the account for service charges and returned check fees $354.84. We have reviewed the call with *** on 3/as well as calls from before the checks were sentThe decision to mail ten checks was not on our advice and it is the customer’s responsibility to ensure funds are available for checks they writeOn 3/28/*** briefly spoke to *** *** then completed the call with Mr***Mr*** indicated the checks to Consumer Cellular were postdated and that his wife did not intend for them to be deposited when we received themMr. *** advised *** that another customer service agent told his wife this would be ok and we would “watch for” the checksThat did not occur in a previous call and is not something we could possibly doIn the call on 3/6, Ms*** actually disputed the amount due and said that she would pay no more than $67.97, a balance that was on a previous bill. *** advised Mr*** that the final bill for service before the checks were returned was $95.16. *** collected the payment of $and advised Mr*** he was sending a notice to the billing department that the balance for service had been paid along with a request to waive the late fees*** clearly advised that the balance of $was for the service only, the rest of the account balance was returned check fees and that the account needed further review by billing*** did not have authority to promise credit for all of the charges and did not tell Mr*** that they had been waived or the account balance was paid in fullThe maximum number of returned check fees that we will waive is one $feeThis has been doneThe balance remaining due on the account is and no further credits will be applied. Sincerely, JESSICA H*** 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 respondI’m sorry to hear of the customer’s issues with our serviceI have looked over the steps we have taken so far and I agree that a warranty replacement is the next logical stepWe have ordered a
replacement which should arrive in 3-business daysWhen the customer receives the new phone, there will be a return envelope to send the other backThe phone being returned must be in like-new condition (no scratches, cracks, liquid exposure, or other signs of physical damage)If the phone is not sent back in like-new condition, the customer will be charged for the replacement phoneI understand the customer’s concerns with being able to reach someone in case of emergencyWe do not recommend that persons with health concerns rely solely on a cell phoneIt is always a good idea to have a landline as a backup since cellular since can be affected by environmental factors such as signal, the type of building someone is in, technical issues, etc

Thank you for contacting us regarding this complaint and allowing the opportunity to respondI have reviewed the call when Mr*** cancelled his accountHe was initially correctly informed that a final invoice would generate for the service through the cancellation date of 3/24/When he
advised the agent that his credit card was about to expire, she manually calculated the final invoice and collected a paymentUnfortunately the invoice calculation was incorrect and left a balance of $for service through the date of cancellationWe were not contacted about the balance until 6/19/16, so a $late fee accrued.The remaining balance was a valid charge for service, however after hearing the call I understand why Mr*** was under the impression his balance was paid in fullWe have waived the final balance for service as well as the late feesPlease let us know if we can be of further assistance.Sincerely,JESSICA H***

Complaint: ***I am rejecting this response because:Sincerely,*** ***
THEY STATED I DID NOT CANCEL THE SERVICE, I TRIED SEVERAL TIMES TO CANCELBUT AS THEY ACKNOLDGE THEY HAD DIFICULTY ANSWEERING THEIR PHONES. HOW CAN I CANCEL IF THEY DON'T ANSWER THE PHONE? I B ELIEVE MINS ON HOLD IS EXC ESSIVE?? I TOLD THEM I LOST THE PHONEWHAT MORE DO THEY NEED TO UNDERSTAND THAT I WOULDN'T BE USING THEIR SERVICE
I PAID THE AMOUNT THEY ASKED FOR JUST TO GET RID OF THEMTHEY LOST A CUSTOMER FOR $15.00 HOW MUCH DO THEY SPEND TO GET A NEW CUSTOMER? THEY ACKNOWLED THERE WAS NO USAGE? I DO NOT WANT TO DO BUSINESS WITH A COMPANY LIKE THAT.!!!!
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