Consumer Cellular

Complaint: ***I am rejecting this response because:
Good morning,
I have read the letter of Consumer Cellular to Revdex.com dated on February 8,undersigned by Tina G*** Executive Resolution specialist with great interest
I am shocked from the following statement : " I have removed the propartion from the invoice and it has been reduced from $to $This invoice was due on "
This is simply not trueThe only invoice I have received from Consumer Cellular was the invoice fro $ so far I have not received of any invoice which reduced to $not to mention the new payment date which according to the letter is 2/27/
But to make a long story short, I will go ahead and issue a payment for $ to comply with the never seen reduced invoice and we go from there
Please be advised that this payment will be mailed today ( 2/16/2016) to Consumer Cellular
Thank you,
*** ***
***

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, *** ***

Supporting documentation has been redacted by Revdex.com staff

Thank you for contacting us regarding this complaint and allowing the opportunity to respondI havebeen in close contact with Ms***At no time did we tell her that purchasing a smart phone wasrequired, or that her current phone wasn’t serviced.In regards to the payment that Ms*** states was
cashed by us, she refuses to give us the informationnecessary for us to see if we cashed her check, and therefore we have been unable to assistIunderstand that it’s frustrating to believe that something has been cashed and not posted however sheis unwilling to help us help herWe even offered to call her bank with her and she refused that as well.We did tell Ms*** that due to her derogatory statements towards us, she will need to find anotherproviderShe requested we wait until after the 23rd when the surgery is so we agreed to the 25thI willmove this day to the 26thThis provides ample opportunity for Ms*** to transfer her number toanother providerWe would be happy to keep Ms*** as a customer if the derogatory commentsstopped and if she allowed us to assist her by giving us the information we require to do soMs*** willreceive invoices to cover all dates up to the cancellation of her account.Below is the information that we require too find a missing paymentNone of this information wouldallow us, or anyone else, to gain unauthorized access to her account because we are not asking for therouting and account numberI recommend that Ms*** read this list, as I have typed it up, to her bankto verify this..Amount of the checkDate the check was mailed to usDate the check cleared with your bank - this is not the date you mailed it but the date we cashed itType of check (money order, paper check, online bill pay)The check number (not the routing and bank account but the number of the check)Sincerely,TINA G***CORPORATE EXECUTIVE RESOLUT

Complaint: ***
I am rejecting this response because they are not being honest about having received notice from me to cancel services in March. I've always had this same exact issue with Consumer CellularThey do not make proper notes, and the customer ends up at fault. This is unacceptableI would never argue over a $bill, but it's unfair and I'm tired of accepting / paying for their mistakes
Sincerely,
*** ***

Revdex.com *** *** ***Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondIapologize if Mr*** was not given correct in formationWe do make every attempt to ship multipleitems together in the same packaging however; there are some
times that this isn't possible.We will research the phone calls between Mr*** and our agents to ensure that the agents receiveproper retrainingThank you for bringing these issues to our attention.Sincerely,TINA G***CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F [email protected]

Revdex.com Complaint ID *** *** (Customer # ***)Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond.Consumer Cellular received two port out requests for *** on 6/14/and two on 6/15/Allfour requests were denied by our
automated port out system within minutes of receipt because theinformation on the requests did not match the customer’s account for that mobile numberIn order toensure that a number is being transferred to the correct carrier with a customer’s knowledge, theaccount information submitted by the new carrier has to match the records for the phone number atthe current carrierThis is standard practice within the phone carrier industry.On 6/17, we received a call from Mr*** at the same time we received a fifth port requestTheinformation on the request still did not match Mr***’s account with Consumer Cellular, howeverbecause he was on the phone and was able to verify the account and new carrier, we sent aconfirmation releasing the numberThe port to *** network has since been completed and theConsumer Cellular account cancelled as of 6/17/Please let us know if we can be of further assistance.Sincerely,JESSICA H***CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F [email protected]

Revdex.com *** *** *** ** ***Dear Revdex.com,Thank you for allowing us the opportunity to respond to the customer’s concernsWe offer the risk free guarantee to a customer onceMr*** was a customer with us, off and on, since 2013.We received a call from Mr*** on 2/15/to order
two SIM cards and to transfer two numbers to our service, which we didOn 3/7/we received notice that the customer wished to cancelOn 4/Mr*** contacted us in regards to the invoice and we lowered the cost from $down to $This amount was not paid and a late fee has since accrued.As a one-time courtesy I will waive the invoices and bring the account to a zero balanceShould the customer decide to come back to service again at a later date, he will not be eligible for the waiving of invoices under the risk free guarantee.Sincerely,TINA G***CORPORATE EXECUTIVE RESOLUTION SPECIALIST T F [email protected] www.ConsumerCellular.com

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondI had oneof my technicians contact Ms*** to try and resolve the issues she is having with her phoneHe isgoing to send her a new SIM card and will monitor the account for any further
issues.The new SIM card will arrive in 3-business days and our technician will follow up after that to ensureher service is working.Sincerely,TINA G***CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F 503.675.8989Corporate.Resolution@ConsumerCellular.comwww.ConsumerCellular.com

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondThe issue that is preventing us for finishing the processing of the returned iPhone is that it is set with the customer’s apple ID and passwordFor us to get past this, the customer
either needs to give us thatinformation, which she is uncomfortable with doing, or we have to wait for Apple to clear the phone. Ms*** did speak with one of our representatives today and she was going to look into getting us that information possiblyThe agent noted that she would follow up with the customer later to see whatshe has decided
Sincerely,TINA G***CORPORATE EXECUTIVE RESOLUTION SPECIALIST

*** ** *** *** * *** *** *** *** * *** * *** July 8, Revdex.com *** *** *** *** Dear Revdex.com, By looking at the account notes, Ms*** called us on 7/7/two timesIt appears that the first call droppedShe
promptly called us back and the second representative marked her account to ‘do not send’She should not receive future mailings from usThank you for contacting us regarding this complaint and allowing the opportunity to respondSincerely, TINA G*** CORPORATE EXECUTIVE RESOLUTION SPECIALIST T *** * *** ***@ConsumerCellular.com www.ConsumerCellular.com

Revdex.com Complaint ID *** *** *** *** *** (Customer # ***)Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondThecustomer purchased a Samsung Galaxy Son 7/15/for $plus tax and the phone was financedusing a monthly
payment planA down payment of $and the full sales tax was paid with theagreement to make monthly payments of $until the device was paid for in full.The customers chose to exchange the Galaxy Sfor a Samsung Galaxy S8+ on 8/9/The S8+ was thesame price, so this would be an even exchangeThe replacement model was sent at no charge pendingreturn of the original deviceEquipment returned or exchanged needs to be in like-new conditionIf thereturned equipment is denied, the device is returned to the customer and a charge is applied towardsthe account for the replacementWe received the Galaxy Son 8/30/and it was inspected by ourreturns departmentIn a separate attachment, I’ve included the photos takenThe employees *** spoke with do not have access to an outside email system for contacting customersI apologizethat they could not provide theseThe first picture shows the unique IMEI of the customer’s phone andthe other photos show the damage that resulted in the decision to deny the returnThere are significantscratches and a ping or dent on the screen.We spoke to Ms*** on 9/1/and set up a return for the replacementOnce this is received, aslong as there is no damage to this device the charge applied will be credited and the customer will onlyowe for the phone they keepWe sent a postage paid mailing label by email on the 1st and the phoneneeds to be received in our office by 9/28/17.Assuming that the customer would like to keep the SquareTrade protection plan on the S8, I havereinstated it, however, the original phone cannot be exchanged or returned for a refundA SquareTradeclaim can provide a replacement due to any type of damage or malfunction if neededA replacementthrough SquareTrade is not eligible for refund or exchange but it would get the customer a replacementif their phone no longer workedIf the customer does not want to continue the coverage please let usknow; it can be cancelled at any time but if cancelled it cannot be reinstated again.Please let me know if we can be of further assistance.Sincerely,JESSICA H***CORPORATE EXECUTIVE RESOLUTION SPECIALISTT *** F 503.675.8989Corporate.Resolution@ConsumerCellular.comwww.ConsumerCellular.com

September 14, 2017 Revdex.com *** *** *** *** Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondI’m sorry to hear that Mrs*** is unhappy with our serviceWe do provide outgoing caller ID however,
we cannot associate a name with the outgoing caller IDThere is currently a network error which is causing caller ID for customer to not even show the phone number, but instead shows “unknown caller”We are working to resolve thisThe customer has the option to try our other network, which is not having caller ID issues, if they like. In regards to the phones, we do require that the account remain active for days after the purchase of a phone before we will unlock itThere was an iPhone purchased on 5/26/and it can be unlocked on 11/22/The other iPhone was purchased on 8/11/and can be unlocked on 2/17/This is outlined in our End User Agreement and I have included that section below. WHAT TERMS RELATE TO MY DEVICE AND CONTENT? 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 manufacturer. Consumer 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 (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 SW 69th Avenue ? Portland, Oregon 97223 800-686-? www.ConsumerCellular.com ? [email protected] of the Equipment on other systemsYou are solely 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***

February 29, 2016 Revdex.com *** *** *** *** Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondWe did receive Ms*** first email on 2/26/and replied to her on 2/28/We also
received another email which appears to have also been answered in hoursIt is standard for our responses to email communication to take about hours although if we experience very heavy email volume this time can run longer. As on the last email between Ms*** and us, it appears that the phone had run out of charge and powered downOnce she had it charged back up she just needed to turn the phone back on and that this issue has been resolved. Sincerely, TINA G*** CORPORATE EXECUTIVE RESOLUTION SPECIALIST

*** ** *** *** * Portland, Oregon *** * www.ConsumerCellular.com * ***@ConsumerCellular.com August 21, Revdex.com *** *** *** *** Dear Revdex.com, We do not release recorded calls to anyone however I typed up a transcript instead since the call wasn’t terribly longSee the other attached documentOur answer has not changed for the customerThe billing is valid and we will not waive itPlease close this Revdex.com case and we will not be sending any further responsesHere is an excerpt from our end user agreement which is sent to every customerWhat Happens If I Want To Cancel My Service Or If You Cancel My Service? Is There A Cancellation/Early Termination Fee? You may cancel this Agreement at any time for any reason, but you will be responsible for all charges incurred through terminationIf you do cancel, you must notify us in writingWe may also cancel this AgreementIf we do, we will attempt to notify you in advanceEven though the account is canceled you are liable for all chargesWe bill up through the date of terminationWe may terminate this Agreement at any time without notice if we cease to provide Service in your areaWe may interrupt or terminate your Services without notice: •for any conduct that we believe violates this Agreement; •if you behave in an abusive, derogatory, or similarly unreasonable manner with any of our representatives; •if we discover that you are underage; •if you fail to make all required payments when due; •if we have reasonable cause to believe that your Equipment is being used for an unlawful purpose or in a way that (i) is harmful to, interferes with, or may adversely affect our Services or the network of any other provider, (ii) interferes with the use or enjoyment of Services received by others, (iii) infringes intellectual property rights, (iv) results in the publication of threatening or offensive material, or (v) constitutes spam or other abusive messaging or calling, a security risk, or a violation of privacy; •if you provided inaccurate credit information; or •we believe your credit has deteriorated and you refuse to pay any requested advance payment or depositIf you fail to perform your obligations, you will reimburse us for all expenses, including attorney fees, incurred in the enforcement of this Agreement and we may keep any charges prepaid by youThese remedies are not exclusive and are in addition to all remedies proved by lawAny failure by us to strictly enforce this Agreement will not waive our right to require compliance with this AgreementThank you for contacting us regarding this complaint and allowing the opportunity to respondSincerely, *** ** *** *** * Portland, Oregon *** * www.ConsumerCellular.com* ***@ConsumerCellular.com TINA G*** CORPORATE EXECUTIVE RESOLUTION SPECIALIST T *** * *** ***@ConsumerCellular.com www.ConsumerCellular.com
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing us the opportunity to respondWe have been in contact with Ms*** and are exchanging her phone for another model, per her request

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondWe wish to express our sincere condolences for the passing of Ms***Consumer Cellular was contacted by Ms*** on 4/9/and notified that Ms*** had passed awayAt that time,
Ms*** indicated that the second line needed to remain active for her brother, so the financial responsibility was changed from the late Ms*** to Ms*** and her brother’s service was left activeThe phone number was ported to another provider on 4/12/16, so the account was cancelledThere are no charges for service after 4/12/16, only charges for services through the cancellation dateOn 6/3/we were notified of a credit card chargeback for a payment of $that was made on 4/8/This payment was for service from 2/18/through 3/17/The payment was reversed from the account and the account became significantly past due; a $late fee was addedAn accounting of the invoiced charges are as follows: Invoice for service from 3/18/through cancellation date 4/12/16: $Reversed payment for service from 2/18/through 3/17/16: $Late fee as a result of the past due returned payment: $Total balance due: $Late fee added 6/17/16: $Late fee added 7/17/16: $Total balance due prior to credits: $The last date of usage on the phone number ending *** was 1/18/16, but it was active until 4/Because there was no usage after 1/18, I have applied credits for all of the additional line charges after that dateThis adjustment equals $+ taxesThe line ending ***, was used through the date of cancellation, so the remaining charges for service through 4/are validThis leaves the balance at $including two $late fees which we will waive if $is paidPlease contact our billing department at to make payment arrangementsOnce the $is paid, nothing further would be due on the account

September 20, 2017 Revdex.com Complaint ID *** *** *** (Customer # ***) Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondThis was an account that Mr*** had active with Consumer Cellular back in then
reinstated on 9/9/17. When we spoke to Mr*** while he was at the Target store we advised we were submitting an escalation ticket to have the issues with his line of service resolvedWe did not cancel the account at that time; as we understood it Mr*** wanted us to repair his line of service and continue with Consumer Cellular. We received an update from the escalation team that the issue was repaired and we tried to reach Mr. *** on the 11th, 12th and 13th of SeptemberAn agent finally spoke to Mr*** when he called us later on the 13th but the call was disconnected before the conversation finished and we were unable to get him back on the lineWe also tried to reach Mr*** on the 15th and 18th but it appears that only contact number we had for Mr*** was a disconnected landline. Since receiving this complaint, I have gone ahead and cancelled the service, waived the prorated invoice that generated and there will not be further chargesIf Mr*** would like to continue service with Consumer Cellular he is welcome to contact us at any time. Sincerely, JESSICA H***

Complaint: ***I am rejecting this response because:
It is an outright lie!..I paid off my total responsibility to Consumer Cellular ($65)when I went with AT&T back in February. Consumer Cellular keeps adding user charges and late fees without supplying service...my final bill, according to them was $and now months after my service was done and I switched to AT&T, THEY ARE STILL CHARGING ME FOR SERVICE AND LATE FEESConsumer Cellular is a very scary business, and I fear for seniors, like me, who trust AARPs promotionConsumer Cellular is trying to scare fearful seniors into paying trumpfees. I have a credit rating of 800+ and I am not going to have it ruined by Consumer Cellular's brutal lies! Sincerely,*** ***

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondWe did receive a call on 12/8/and we did lower the customer’s data plan however, due to usage the auto upgrade feature, it was raised the plan to the 1.5GB plan on 12/23/just prior to the cycle end and then to 3GB on 12/30/during the new cycleIf the customer would like to move the plan down again they may do soPlease note that if the customer exceeds their plan, the auto upgrade feature will move them back up again