Consumer Cellular

Complaint: ***I am rejecting this response because: what they have said isn't true at all No phone calls, no bills of any type and no e-mails to me were ever received by me from them iI never had any service at all with this phone - that is why it was sent back to them What part of this don't they understand????? this is indeed a billing error on there part Again, proof of this account existed is what I have been asking for - not a stupid letter of so-called information upon it from them I want detailed proof that this account ever existed.Sincerely,*** ***

Complaint: ***
I am rejecting this response because:I received a bill today for $
Sincerely,
*** ***

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondMs. *** signed up for service with Consumer Cellular on 10/20/and ordered a SIM card to use with her existing phoneIn order to use a phone with our service that was not
purchased from Consumer Cellular, the phone needs to be fully unlocked and take a SIM cardWhile our agents will do everything they can to assist, we cannot guarantee that all phones or features will work with our serviceIn order to set up data and picture messaging on a non-Consumer Cellular phone, the phone’s default APN settings have to be edited to our settings; unfortunately, not all phones allow these settings to be changed. Ms*** is still regularly using her phone and service is active, so a refund is not availableData and unlimited text messaging are available as one package and Ms*** is on the proper monthly plans for her actual usageOne of our specialists will reach out to Ms*** again to see if we can correct the APN settings in her phone and get the cellular data and picture messaging to workWe will need to speak to her on another phone in order to edit the settings in the cell phone. Regarding the AARP discount, we do not have an AARP member number on file for Ms*** and I do not show that she signed up for serviceIf she has received an AARP membership card and would like to provide us with the member number we can add the discount to her monthly bill. Sincerely, JESSICA H*** CORPORATE EXECUTIVE RESOLUTION SPECIALIST T F 503.675.8989 ***@ConsumerCellular.com www.ConsumerCellular.com

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, *** ***

Dear Revdex.com,
Thank you for contacting us regarding this complaint and allowing the opportunity to respondI calledthe number in questionThe phone number that the minute call happened with is a personal cellphoneThis would suggest that Mr*** knows this personIf he likes, he can call this number to eitherreach the person or listen to the voicemail message as the person whose phone this is, does state hername
At this time we have no reason to believe that this call is fraudulentThe invoices remain valid
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 respondThisaccount was cancelled as requested by email on 8/1/At the time of cancellation, there was aninvoice due on 8/8/for service provided from 6/17/through 7/17/Once the account
wascancelled on 8/1, a final prorated invoice for service from 7/18/through the cancellation dategenerated and mailed to the customer with a due date of 8/25/The total balance due at that timewas $
After the final balance became past due, we tried several times to contact the customer by phone andmail, however we received no responseBecause the account had become significantly past due, $10late fees were added when each subsequent monthly invoice generatedA payment of $wasreceived on 10/12/16, however at that time the actual balance on the account was $due to theaccrued late feesSince a portion of the balance remained unpaid, additional late fees accrued monthly
If Ms*** had contacted us at any point, we certainly could have assisted with a paymentarrangement to prevent or waive late feesWe appreciate the opportunity now to resolve thisSince thefinal balance for service has not been paid, we will waive the remaining late fees and nothing further willbe owed on the account
Sincerely,
JESSICA H***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 respondI spoke with Mr*** today regarding his concernsI agree with Mr*** that we did not handle his situation properlyWe should have handled his issues in-house. I
have listened to the calls that were involved and will be providing feedback for further training of the involved agentsWe are truly sorry that he experienced this and are glad that he has opted to stay with us and allow us the opportunity to show that we are still a great company despite this frustrating mistake

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

Dear Revdex.com, Ms*** has been on the Tmobile portion of our service since March and has been using texting but states that she recently started having issuesLooking at her usage I see where she received messages as recently as 12/11/2015. Being on the Tmobile service is not
the issue in and of its self and there is excellent coverage with TmobileThere isn’t any reason to move her over to *** and in truth ***’s service would have less coverage for her in her areaWe can move her over to *** if she would like but she needs to understand that she won’t have as good coverage as she does now. We have submitted a technical ticket to resolve the customer’s issue with her text messages and we are actively working with Tmobile to get the problem resolvedTmobile stated to one of our supervisors that they would call the customer once the issue was resolved but since it’s not resolved, they haven’t called. In regards to Ms*** request for a free new cell phone, this is not something that we will doAs a courtesy I have credited two months of her texting plan which more than covers the time that she has experienced this issue plus enough time for us to get it resolvedThere is a credit of $on her account. Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Sincerely,

Complaint: ***I am rejecting this response because: The response dismisses the fact that prior to non-payment an attempt was made prior to the due date of 10/13/to make payment in fullStating that we are sorry IF there was misinformation given to the customer in addition to the overall tone of Consumer Cellular shows no hint of taking responsibility for the statement made regarding fee for paymentIn light of our history of using pay by phone to make payments in full should indicate something happened to cause us not to
This incident is not simply about a customer taking responsibility for making payments on time.....but rather a company choosing to ignore complaintsThis customer took responsibility to make a timely, full payment back prior to due date like we always haveThis was not stated in Consumer Cellular response. This is about Consumer Cellular NOT listening to a legitimate consumer concern and choosing not to take some ownership over the responsibility it has to give sufficient training to its employeesIt would be interesting to know how seriously Consumer Cellular commits to employee trainingWhat I read about how Consumer Cellular recent employees feel about the company on such internet sites as "***" hours in training have been cutEmployee turnover is highpromotions based on favoritism, good employees leaving, upper management having no real clue of what's going on These facts underscore what may be going on at Consumer CellularOnce a good company to work for but complacency sets in...consumer feedback is dismissed as unimportant or in this case twisted to frame the customer as the "bad guy "
Based on Consumer Cellular initial response to our concerns I would be surprised if any real, genuine response comes from filing this complaint... perhaps more denialHowever, I will leave the door open in hopes that someone in this company takes seriously a customer who choose to mail a payment as a result of an employee misstating company policy and taking close to two weeks to receive and process. Another question, why did it take from 10/13/to receive and post a payment mailed from Portland, Oregon to Consumer Cellular whose head quarters are located in the same city? Interesting that the payment was processed on the same day of the complaint
Sincerely,*** ***

Complaint: ***I am rejecting this response because:
Several statements are not true, and the basic premise is wrong
First, I received a text message that I was nearing the overdue limit, and the plan was upgradedWhy was no text message sent that I was nearing the limit again? These notifications are a big selling point with Consumer Cellular, and it is indeed strange that I would receive one notification but not another, especially when the claim in the first case is that I was nearing the limit, while in the second case CC is claiming I was actually over the limitSince my relative had my password, he could easily have gone to the next plan level, or at the very least I would have known I was over the limit, thus giving me the opportunity to decide whether to upgrade to a plan that might cost more than the currently disputed $
Secondly, I never received either of the two emails CC says it sent, and I so notified the company on DecOn Dec9, I asked again for those emailsI had received a phone call from CC over the previous weekend saying that two emails had been sent, but they weren'tI had specifically asked for a definition of "split call," but none was forthcomingA Google search defined it as a party line call, and that was all I had to go on since CC\s emails were never receivedIt's illustrative of the company's poor attitude in this matter that, instead of forwarding the missing emails, they instead sent service termination notices
I accessed my account yesterday and found that I could not pay the bills separatelyWhy does CC say I can? I was never sent a warning text, the disputed charges were never explained until I complained to Revdex.com, and I was never given an opportunity to decide whether to accept overage charges or go to a higher level planThis is hardly the way to do business
Sincerely,*** ***

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondThe customer had briefly had on our service back in She then opened a new account on 1/23/2015 which should have been cancelled when both of her phone numbers were ported out
on 5/19/16. Because there was a duplicate account with the same phone numbers, there was a system error that prevented the active account from properly cancellingWe are going to research the root cause of this to prevent this from happening in the future. I have confirmed her phone numbers were fully and properly transferred to the new carrier in MayThe final bill for service that was active through the cancellation date was paid on 6/3/Ms***’s remaining balance has been cleared and nothing further is due to Consumer CellularWe apologize for the frustration that this causedIf 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

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondMr. *** purchased a Huawei Vision phone on 1/17/for $($+ tax)On 1/26/17, an exchange was set up for that Vision to order a Mate phone insteadThe regular
cost of the Mate is $plus taxThe $paid for the Vision was applied towards the purchase of the Mate pending return of the VisionThis exchange credit left a price difference of $which Mr*** paid with a credit cardReturning the first phone should have been an even exchange since the price difference was paid- nothing further would be refunded or charged to the customer for these purchases. The returned Vision was received and processed on 2/7/When the returned phone was processed the customer’s credit card was refunded in errorA refund was not actually due, so that amount was billed to his Consumer Cellular account to be paidThat amount was paid 3/25, so now the account balance is $for the monthly services

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, *** ***

Complaint: ***I am rejecting this response because:
MsG***,
I may have donated or trashed one of the phones because when I called a CC representative informed me that I could not return these phoneI have the oldest phone, and I will send it to CC so they can verify that the sim was incorrect can attempt to research the cause of this issue
The issue is not the return policyI did not want to use these phones again.Why would I keep them if a CC representative said they would not take them back
It seems that Consumer Cellular has accused me of lying about this issueThese phones were not sent activated as I was told on the phone when I ordered themIf there is “minimal usage” It is because my uncle's phone activated and then stopped working because it was out of the areaAs I said before, I am filing The Sim cards did not work in my areaMy aunt sent me her phone, and I activated here at my houseI assure you I am not a liar, and I hate that I was defrauded by a company because I trusted a magazine
A CC representative told me that these phones would be activated when shipped so my expectation is that my aunt and my 87-year-old uncle would be able to use the phonesIf I had visited them during this period, I would have fixed the problem
Regards
Ms***

Dear Revdex.com,
Thank you for contacting us regarding this complaint and allowing the opportunity to respondI’m sorryif Ms*** received any misinformation or there was confusion regarding her request to unlockthe iPhoneIn order to unlock an iPhone it has to be active on our service for at
least daysAfter 180days, the phone can be unlocked as long as it is paid for in full and the account balance is zero (nothingpast due and the final invoice has been paid on a cancelled account)
There is currently an invoice of $that will be due 12/1/for the billing cycle that ran from10/10/through the cancellation date of 11/7/This account was closed before the iPhone had beenactivated for days, however once the final invoice is paid we will go ahead and unlock the phone.The payment would be collected automatically with the credit card on file on 12/1, however if Ms.*** would like to pay the invoice sooner she can certainly do that to unlock the phone nowOncewe have processed the carrier unlock, the customer does have to connect the phone to iTunes tocomplete the unlock processI will monitor the account for payment and have the unlock processed atthat time
Sincerely,
JESSICA H***CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F 503.675.8989Corporate.Resolution@ConsumerCellular.comwww.ConsumerCellular.com

Complaint: ***I am rejecting this response because: I was the person who submitted the request so I know that I would give my own correct information
My account with *** is prepaid so I controlled the processConsumer Cellular dragged their feet releasing my informationI know that I was billed for service after March 20th because Consumer Cellular took their sweet time
Sincerely,*** ***

Revdex.com *** *** *** ***Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondWe have been receiving calls from the account holder, his daughter and son in lawEach is claiming that the other has committed fraud in regards to these two
accountsThe account holder states he is not incapacitated however the other two people state he isWe have spoken with the account holder numerous times.At this time we are not going to do anything on these accountsThis is a civil matter and if this is truly fraud I recommend that a police report be filedIf we receive a valid police report we can research further.Sincerely, 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 respondI’m sorryto hear that our service did not work for Mr***Unfortunately we cannot call *** and get thecustomer’s previous rate plans backMr***
will need to contact them to see if they are able toget their previous plans backTheir phone numbers have been transferred back out to *** already.I understand that Mr***’ phone would not take a SIM card and while we had some informationon the phone he would be using, we don’t have a way to know if it will take a SIM card*** has bothCDMA and GSM phonesGSM phones are the ones that take a SIM card.Again, I’m sorry that our service didn’t work for the customer.Sincerely,TINA G***CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F [email protected]

Complaint: ***I am rejecting this response because: I do not owe consumer cellular anything I paid all my bills what I owe them. I will sent Revdex.com a copy of my bank statement.showing what I paidSincerely,*** ***