Consumer Cellular

Revdex.com:Thank you youThis matter has been resolved satifactorily.*** ***

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondMr*** began service with us on 2/25/and cancelled on 3/30/When he began service with us he was on a fairly low data planDue to the usage, he exceeded the plan
Overages are billed at $per MB and this can add up fastThis is why we urged the customer to increase his plan to cover the usage as that is so much cheaper than paying the overagesMr*** still exceeded even our highest plan availableThere was usage on all lines of service and the invoice of $is valid. Our risk free guarantee states that if a customer cancels within days and no more than units of usage, we will waive any invoices that have been generatedMr*** far exceeded that with talk minutes and 4,483.83MB of data usage. I listened to the call between Mr*** and the agent who signed him upAt bout the minute mark into the call she did mention the risk free guarantee and the requirement to be within units of usage. We received Mr***’ equipment back and applied the credit for the equipment towards the invoice. This has left a credit of $on the account which will be refunded to the customer

Thank you for contacting us regarding this complaint and allowing the opportunity to respondMr. *** is using a Doro PhoneEasy that was purchased 9/27/Due to the age of the phone, it’s not unusual that the battery life would have diminished over timeIt’s also possible that
the issue is with the phone itself, however further testing would be needed. The Doro was phased out in and replaced by a newer model Doro As we’re no longer selling the phone new, unfortunately we no longer have Doro batteries available for purchaseWe certainly want our customers to be happy with the service and equipment and want them to be able to use their phonesI assure Mr*** that we would have sold him a battery upon request if we had themWhen Mr*** called customer service on 12/28/the agent gave the option to purchase a carrier return Doro for $Carrier return means that the phone is like-new, however it is open-box and has been returned to us by another customer. The replacement phone for $would include a battery that he could use in the current phone if he prefers that over using the replacement phoneWhen available, the price for a replacement battery is generally $to $30, depending on phone model, so the replacement phone cost is comparableIf Mr. *** wants to continue using a Doro 618, this is the best solution we can offerThe other option would be to upgrade to a brand new Doro for $50. We value Mr*** business and I’m sorry for the inconvenience he has experiencedTo purchase a replacement phone, please contact customer service and ask for a “carrier return” Doro Because these phones are no longer available brand new, we have a limited number of carrier returns in stock and once they’re gone, I can’t say for sure if or when we will receive moreIf we can be of further assistance, please let us know

Hello,The original final invoice was sent by US Mail to the billing address on the account on 8/3/I sent a copy of the invoices by email at 8:AM Pacific Time today to the email address on the account, ***@gmail.comIf the email hasn't been received, I recommend checking the junk or spam folder of your email account.Best regards,JESSICA H***CORPORATE EXECUTIVE RESOLUTION SPECIALIST

I would be happy to research the account but I will need the account number to do soPlease reply with the account information

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondI am unable to locate an account for this person and without that information I can’t advise who Mr*** Spoke with. Our agents are not required by Consumer Cellular, nor by
law, to state their last name. Sincerely, TINA G*** CORPORATE EXECUTIVE RESOLUTION SPECIALIST T F 503.675.8989 [email protected] www.ConsumerCellular.com

Complaint: ***I am rejecting this response because:Never got it and never got reason why I was charged for a service I no longer used.Sincerely,*** ***

September 11, 2017 Revdex.com Complaint ID: *** *** (Customer # ***) Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondI apologize if there was any confusion of miscommunication regarding the refund and payments
This account was cancelled as requested on 9/5/Consumer Cellular bills in arrears for monthly service and usage, so there is always a final bill for service through the cancellation dateAt the time Ms. *** returned the smart phone for a refund, the account was still activeThe refund for the phone was applied to her Consumer Cellular accountInstead of having to pay the monthly bill which we would then return to her, the amount of the refund was reduced by the balance due for serviceMs*** has received full credit for the refund, but only $of the credit was mailed to her by checkThe rest went towards the account for monthly service charges. Once the account was cancelled, the final invoice for service generatedMs*** had a credit balance at that time, so the final invoice was considered paidNothing further is owed to Consumer CellularThe final credit balance on the account is (seventy-two cents)The $Ms*** referenced in her complaint paid for the final prorated invoice for service through the cancellation date. There are no charges for service after that dateBelow is a breakdown of the payments, charges and refundsItems that begin with a - (minus sign) in the balance column are a credit balance. Date Type Amount Balance Notes 6/26/Check payment ($108.11) -$Payment for phone order 6/26/Equipment charge $$Phone shipped to customer 7/9/Monthly service invoice $$Service dates 6/7/17-7/6/17 7/20/Return credit ($108.11) -$Returned phone 7/24/Check payment ($28.69) -$Check received 8/9/Monthly service invoice $-$Service dates 7/7/17-8/6/17 8/15/Refund request processed $$Refund check mailed to cust. 8/21/Check payment ($23.29) -$Check received 9/10/Final Service Invoice $-$Service dates 8/7/17-9/5/17 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 respondMs. *** is correct, that we confirmed that the payments she made online were with this cardIt is the customer’s responsibility to ensure the card she is having billed is correctShe made these payments without our assistance, through her online account. It sounds like Ms*** did not receive our previous responseHere is a copy. I have looked back over Ms*** accounts and all payments that have been received were paid via her online account and not through an agentEach of these charges has been from the same card ending in *** and the payments go back to AugustThis is how it looks after Ms*** makes a paymentIf the card was not correct, it was her responsibility to change it. It is the customer’s responsibility to ensure that, if paying online, that they are using the correct cardThe invoices are valid and no credit is due

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,
*** ***

May 15, *** *** (Customer # ***) Revdex.com Complaint ID *** Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondWhen a phone is replaced under warranty, the customer is mailed a replacement phone at no charge pending the return of
the original phoneIf the phone we are processing the warranty for is not returned or is returned with damage, the customer’s account is charged the original purchase price of that phone and the customer may keep the replacementThe amount that the account is charged is equal to the cost of the original purchaseIn this case, the phone was purchased on 8/28/for $($plus tax), so the account was billed $when the phone was not returnedThe cost of a specific model phone may change over timeThe warranty process is not intended to be used as a process of purchasing a new phoneThe Moto E LTE currently sells for $plus tax, which comes out to $with Mr*** local sales taxIn goodwill, we will apply a credit of $to Mr*** account for the price differenceAfter the credit, the account balance due 5/16/is now $instead of $Sincerely, JESSICA H*** CORPORATE EXECUTIVE RESOLUTION SPECIALIST T F [email protected] www.ConsumerCellular.com

March 2, 2016 Revdex.com *** *** *** (prospective customer) To Whom It May Concern, Thank you for contacting us regarding this complaint and allowing the opportunity to respondI do see that an order was started for Mr*** but is has not been completedFor us
to complete the order we must have a credit or debit card to which a temporary charge of $will be placedThe $10.00 hold is released back to the customer after 7-business daysUntil we get this information, we cannot complete the setup of his account. Yes, the credit check has already been run and will not run again unless Mr*** waits longer than 6 months to complete the signupIf he chooses to finish the setup before that time, there won’t be an additional credit check. Sincerely, TINA G*** CORPORATE EXECUTIVE RESOLUTION SPECIALIST

Complaint: ***
I am rejecting this response because: This email is in regards to Claim# which was recently closed by the Revdex.com due to lack of a timely response from me. I had been working with Consumer Cellular on a resolution of the complaint and was waiting to hear back from them. They called today. Consumer Cellular provided me with a new phone in response to my original complaint. Their offer stated that the new phone would have only a day warranty, and that the days started on the day it was shipped. The old phone came with a one year warranty. I told them I thought it was unreasonable to provide only days, given the extensive problems I had with the original phone. I said I didn't need a full year if they couldn't offer that, but that I needed more than days to ensure that the new phone did not have similar problems to the old one. The customer service rep I was dealing with said she would look into it to see if more time could be offered. She called today to say days was all they could provide. While I was pleased they provided a new phone, the day warranty is not satisfactory. I don't think its reasonable that a warranty drops from one year to days simply because the initial phone they provided was defective. I'm willing to accept less than a year, but would like them to provide considerably more than days. That would not cost them anything, and would provide me with some security that the new phone will be in good working order. Thanks. *** ***

June28, 2017Revdex.comPO Box 1000DuPont,WA 98327RE: Complaint ID ***Dear Sir or Madame;The response from Consumer Cellular has verified my complaint told them when I set up service, I only wanted to use *** towers exclusively and they guaranteed they couldI find out now that Iam "hooked up" to * *** No wonder I am having problems.I want all the money I have send them including the $I sent them for the third phone they sent meI have complained to them every month since I started serviceI was informed on 06/26/by David with ConsumerCellular that I could have cancelled the service with no charge within days of any receipt of the three phones they sent meAt no time during my complaints, did a representative of Consumer Cellular offer this an option I am continuing to dispute the bill as I have made NO calls on the phoneI didn't even know I had voice mail or how to access it.I have reached out to them on 6/26/and 6/27/specifically to attempt a resolution to this issuespoke with a David on the 26th who identified himself as a manager and Leo on the 27th who also identified himselfas a manager Leo informed me "there is no way the charges could be fraudulent because ofthe FCC rules and regulations..."As Ihave explained above-I did not know how to access any voice mail feature nor did I set the cell phone upIf there were data usage, itis related to how the company set the cell phone up and I should not be held responsible for bills they caused.In an attempt to negotiate a settlement I can live with, I stated I would pay the $for the phone if it is unlocked however I have no intention of paying the usage bill as I did not create it. Leo with Consumer Cellular stated "...they would not negotiate any of the bill...."In closing, they did not complete or support their end of our agreement with the usage of other than*** towers/service and provide the support they advertise.Sincerely, *** ***

Dear Revdex.com,
Thank you for contacting us regarding this complaint and allowing the opportunity to respondIunderstand Mr***’s frustration however we have done our best to get his phone to workThere islittle else that we can doThe troubleshooting that we did with the customer would not affect
theantennae in the phone
The phones were not purchased through us and therefore do not have a warranty or any type ofprotection coverageThe iPhone specifically is almost years old as wellWe will not be covering thecost of the repairs that the customer opted to have done on these phones
I was able to adjust one invoice for the customer based on usageThe customer currently has a credit onthe account of $$of that is from the SIM card which we provided credit for
Sincerely,
TINA G***CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F [email protected]

Revdex.com *** *** ***Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondI’m sorryif there was misinformation given to the customerI do see where Mr*** contacted us on the 25thand both persons he spoke with noted that he brought
up this ‘fee for payment’They both advised himthat we do not charge a fee for taking a paymentHe has made payments to us over the phone beforeand no such fee has ever been charged.Mr*** had an invoice payment that was due on 10/13/When we did not receive thepayment, we suspended the account on 10/25/which prompted Mr*** calls to usHe wasadvised that until payment was received, we would not reinstate the accountHe had the option tomake the payment over the phone and when we received the payment he mailed, it would also apply tothe account as a credit towards the next invoicingHe did not wish to make the payment by phone sothe account remained suspendedMr***’ payment did arrive later on the 25th and the account wasreinstated.It is the customer’s responsibility to make their payments on time but we also understand that there arelife situations which may cause a payment to be lateIn these cases we expect the customer to call usand make a payment arrangementWe did keep Mr***’ service on for days past the due datewhich allowed him the opportunity to contact us to make an arrangement, however he did not contactus during that time and the account was suspended pending payment.Mr***’ cell phone does have the ability to dial even if the service is suspendedAs long as thereis power so he can turn the phone on and a cellular signal, he can still dial in case of emergencyWedo not recommend that people who are concerned about a possible emergency having a cell phone astheir only means of communication as cellular service cannot be guaranteed at all times and in alllocations.Sincerely,TINA G***CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F

Complaint: ***I am rejecting this response because: This has nothing to do with my complaintI recently gave them my e-mail address, because I was told it was easier to respond regarding the closure of my accountSince then I get 5-e-mails a day from these people (they never leave a name) offering me new phone contracts, their magazine subscription etc. What has this got to do with my complaintI purchased two new phones, none of which workThey promised on the last Revdex.com complaint, which I agreed upon, to send a return envelope so I can return the one phone I purchased over the phoneThe latest phone that I purchased last week (and got its services disconnected several hours later) from Consumer Cellular at *** will be returned this week. I've gotten so many e-mails promising me a return label and yet I'm still waitingThey keep talking about the phone being too old to return to themI only purchased it just over two months agoThey guarantee returns on their phones for up to a year, so they advertiseI just answered this on another response I'd gotten from the Revdex.com, why am I getting another response from Consumer Cellular through the Revdex.com. Look at the response they just sent youI was a customer since and look how I'm being treated.Sincerely,*** ***

Complaint: ***
I am rejecting this response because: I have submitted a letter from my bank stating the dispute was dropped and the money returned The response was that they did not get notice from their bank Did they contact the bank and ask? Where is the letter from their bank?As to the validity of charges, they made the statement that an error was made charging the wrong phone number I disputed that charge and it was a valid dispuate They also wrote that times they sent different sim cards and were never able to activate them I have had no cellular service and all the charges are invalid.I am documenting all my complaints, but all I hear from them is unsubstantiated rhetoric
Sincerely,
*** ***

Complaint: ***I am rejecting this response because:
Consumer Cellular's response is totally misleading and falseNowhere in Consumer Cellular's response do they clearly state or mention that I would be obligated to Consumer Cellular for days and the information that they did provide at the bottom of their response is ambiguous at best, and not at all forthright, transparent or conspicuous
Consumer Cellular's representative informed me that I could cancel at any time and that I would not owe anything furtherThat was not the case because Consumer Cellular blocked my iPhone and subsequently I was forced out of necessity to continue to pay for a service that I do not want and that I am not satisfied with at all.
Consumer Cellular mentions data plans within their response, but I expressly mentioned in my complaint that I wanted to cancel service in order to be availed of unlimited dataNo where within their response do they state that they offer unlimited data plans, thus, it is more smoke and mirrors without due regard for me as a paying customer
I am currently looking at the ad in my AARP magazine that compelled me to seek an account with Consumer Cellular and here it is verbatim"No contracts, you can upgrade, change, or cancel your plan at any time without penalty." (Ostensibly, blocking my iPhone and forcing me to continue my service is definitely a penalty and beyond.)
I have offered what would satisfy me relative to my complaint and it is clearly stated within my complaintAnything lesser than Consumer Cellular allowing me to pay the balance due in full and unblock my iPhone immediately will be totally unacceptable! They misled me about the account both with their advertisement and with the account representative that setup my serviceNot informing me implicitly about constraining my iPhone for days should I sign up for their service is absolutely not right and is a very deceptive business practiceSincerely,*** ***

September 22, 2017 Revdex.com *** *** *** *** Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondiPhones require a paperclip, or the tool that is sent with the phone, to open the SIM trayThere is a hole that the paperclip goes intoPutting the paperclip in the hole does not damage the phoneThe customer stated on a call on 9/14/that there was damage. The customer can send back the phone so that we can inspect it to see what the damage looks like and make a determination based on that, but without seeing what kind of damage there is, I can’t make any guarantees on a replacementIf it’s a minor scratch, that is one thing, but it sounded like it was more than that. If Ms*** would like to return the phone to us, she can email to [email protected] and I can send her a return label. Sincerely, TINA G*** CORPORATE EXECUTIVE RESOLUTION SPECIALIST T F 503.675.8989 [email protected] www.ConsumerCellular.com