Consumer Cellular

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondA Doro SmartEasy phone was purchased on 6/13/for $plus tax, a total of $On 5/23/17, we were contacted by *** *** who reported that the phone was warm and
wasn’t turning onThe agent recommended troubleshooting and gave recommendations for chargingOn 5/25/we spoke to *** who indicated the battery was lasting to hours starting at 92% chargeIt was explained that is within limits for a smartphone and at that time the phone was working, so the call ended. The issue was reported again, so a warranty replacement was set up on 5/We shipped the customer a replacement at no charge pending return of the original phone in good condition within days. During the call, the supervisor setting up the warranty replacement advised Mr*** that if there is any sign physical damage including dents, dings, scratches or anything like that the warranty would be rejected and they would be charged for the replacement phoneThe Supervisor also asked if there had been any water damage or extreme heat and Mr*** indicated there was no damage of any kind. In a separate attachment, I’ve included three photos taken in our office when the phone was returned to usThere is a large crack on the lower left of the phone, which indicates the phone has suffered damage of some kind and the warranty is voidThe damaged phone was returned to the customer on 6/6/and the account was billed for the replacementBecause the account was on automatic payments as requested by the customer, the balance due was charged to the card on file on 6/7/Mr. *** contacted us on 6/and we agreed to refund the payment to allow additional time to pay for the phone charge. In order to offset the charge to the account, the customer can return the replacement phone that was sent to them as long as it is still in like-new conditionWhen that phone is received and inspected, we would reverse the charge from the accountAt this time, the customer has two phones and has only paid for oneTo set up a return, please contact us at [email protected] the replacement phone is not returned, $will be billed to the customer’s credit card on file on 7/9/17. Sincerely, JESSICA H*** CORPORATE EXECUTIVE RESOLUTION SPECIALIST T F 503.675.8989 [email protected] www.ConsumerCellular.com

January 17, 2018 Revdex.com *** *** *** *** Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondMr. ***’ account was started on 11/02/and cancelled on 1/04/We have refunded for the phone that was
returned to us$went to the customer’s card ending in $was applied to the customer’s account balance. The customer does owe for serviceThe account was active for daysIn addition, the customer used over well over units of usage during that timeThe invoicing is valid and the balance is currently $The customer may call us at 1-800-686-to make a payment or setup a payment arrangement

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Dear Revdex.com, On 9/22/a SIM card for a new line of service was ordered through our public siteThe SIM card was sent to the customer active with a new phone number and was active until the customer called in to cancel it on 12/5/The customer did not need to do
anything, nor did we, to activate it as our service is sent active unless the phone number is transferring from another provider. Per our end user agreement the customer is responsible for the cost of the service that was provided, whether or not she chose to use itI do see that there was zero usage so as a courtesy I have credited the additional line charge for the three invoices that have generated where the charge appearedThe customer has a credit of $on their account. 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

Complaint: ***I am rejecting this response because:On or around 9/5/I had called Consumer Cellular because I wanted to terminate my account with them, at that time I was asked if the last billing I received was for the previous month or for SeptemberI specifically told the agent I was planning to terminate my serviceShe responded that "the money debited from my account was non-refundable" I said "I may as well keep the service active then"She agreed.This is why I made sure I called on the 29th September, because I did not want to continue with their service.When I signed up I picked a plan and paid for it, since then I've paid for the service I wantedOn occasion I supposedly went over and that charge was added to the current bill Sincerely,*** ***

Revdex.comThank you for inquiring on my behalf concerning the problem I had withConsumer Cellular.I feel Consumer Cellular did not stand by their quote to me,that I would receive my refund back in full for a check $108.11.This is what I was told over and over againBut, Consumer Cellular did something differently which I was not informed
aboutI was not told about the policy that they have when refunding your money.I feel they were dishonest with me.I will never do business with Consumer Cellularagain.I pray that no other person will have to go through this emotional stress that I had to experience.Yes, they paid me but not the way they quoted that I would get my refund They put my refund on my account and distributed that way.I only received a check back for $which I had to ask them to send to me because they had put that as a credit balance on my account.Then Consumer Cellular said they will send me another check for$0.72.B B B, thank you again not just for me, but for all the other consumers you are trying to help and you are helping.God bless your company always,*** ***

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondWe contacted Mr*** and verified that the issue sounds like a defective deviceWe have set up a warranty replacement for his phoneThe replacement phone shipped today and should arrive in
three to five business daysThe replacement will come with a prepaid mailer to send back the defective device and original charger; this needs to be received within daysAs long as the returned device does not show any signs of physical damage or water damage, this will be an even exchange under warrantyIf the device is damaged, that would void the warranty and the phone would be returned to the customer and the account would be billed for the replacementIf we can be of further assistance please let us know

Complaint: ***I am rejecting this response because: I live by myself and was not in the country when the phone was delivered, I have provided solid proof to support the above. I have no knowledge what happened to the phone, who got it and what calls were made on it since I have not received it. I do not believe I should be paying for a product I have never received, that is the whole point of this dispute. You should go back to USPS to figure out what happened to your delivery.
I called Consumer Cellular on December 30, 2015, spoke with a supervisor who said would look into this issue. I think her name is Sherlyn, perhaps. She left me a few messages asking me to call her back, but she did not give me her extension, just a general customer service number to call. I called back a couple of times and were told I could not be connected to her because they cannot track down a specific associate. I tried to explain the situation to whoever I spoke with, I always received a generic answer asking me to pay. People do have jobs and are not available to pick up the phone whenever you decide to call, so it is incorrect to say I did not answer.
If you cannot proof you have properly deliver the phone and I have proof I was not around to receive it, I should not be charged the cost of the phone.Sincerely,*** *** ***

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondI apologize for the frustration that the customer has experiencedThe phone the customer purchased is a 3G phoneIt is the 2G service that is being stopped and people with 2G
phones are being given credits towards upgradingSince Mr*** already has a 3G phone, there is no need for him to upgrade. I have confirmed the release of Mr***’s phone number to his new provider. Sincerely, TINA G*** CORPORATE EXECUTIVE RESOLUTION SPECIALIST T F 503.675.8989 [email protected] www.ConsumerCellular.com

Complaint: ***I am rejecting this response because: I paid a final bill of $that they told me was dueHow do they come up with another after that when they had him suspended which was like a month later.Sincerely,*** ***

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December 23, 2015 Revdex.com *** *** *** *** *** Dear Revdex.com, The account was cancelled and we did receive a check for the final amount of the last amount owed on 9/28/That invoice was due on 9/12/so by the time we received the payment a late
fee of $had accrued and when that was not paid a second late fee accrued. We received an email on 11/13/however there wasn’t enough information matching on the email compared to the account for us to release any information or take any actionWe did respond to the email and requested that either the information be provided or that they customer call us but we didn’t receive any further communication. Since the customer did pay for the service portion of their invoicing, I have waived both late fees and the account is at a zero balance. Thank you for allowing us the opportunity to respond. Sincerely, TINA G*** CORPORATE EXECUTIVE RESOLUTION SPECIALIST

March 30, 2016 Revdex.com *** *** *** *** 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 planOverages 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. Sincerely, TINA G*** CORPORATE EXECUTIVE RESOLUTION SPECIALIST

Dear Revdex.com,Mr*** contacted me directly by email yesterday and made a payment through our website for $The late fees have been waived and the account balance is now zeroThank you for contacting us so we could resolve the issueBest regards,JESSICA H***CORPORATE EXECUTIVE RESOLUTION SPECIALISTT *** * ***ConsumerCellular.comwww.ConsumerCellular.com

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondI 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 card. The invoices are valid and no credit is due

Dear Revdex.com,
Thank you for contacting us regarding this complaint and allowing the opportunity to respondWe havetried to assist Mr***’s sister with setting up the account online however we do have securitypolicy rules in place when it comes to email addresses, passwords, as well as other
itemsWe offered tosend a temporary password to one of the phones instead but Ms*** didn’t have either phone in herpossession
I understand that this is frustrating for her but we do have to adhere to certain security policies and theyare non-negotiableIf Ms*** can contact us with one of the phones in her possession, or if Mr.Chisolm can contact us with the phone that he has in his possession, we would be happy to walk themthrough the setup of the account and provide a temporary password to do so
Sincerely,
TINA G***CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F 503.675.8989Corporate.Resolution@ConsumerCellular.comwww.ConsumerCellular.com

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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,
*** ***

June 1, 2016 Revdex.com Complaint ID *** *** *** (Customer # ***) Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondWe have reviewed the account details thoroughly and are following up with any agent who did not
properly process or notate troubleshooting. I see that the ***’s spoke to a Supervisor on 5/and have been shipped a replacement phone under warrantyAs long as the defective phone is returned within days with no signs of physical or water damage, the warranty will be honored and there will be no charge for the replacement phoneOnce the replacement phone is received, it can be activated by calling into our automated system, speaking to an agent or via “My Account” on our websiteWe have also applied the $promotional credit for the new line of serviceThank you again for contacting Consumer Cellular regarding this issue. Sincerely, JESSICA H*** CORPORATE EXECUTIVE RESOLUTION SPECIALIST T F 503.675.8989 [email protected] 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, *** ***

Revdex.com *** *** ***Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondI havespoken with Ms***We are in agreement that the video she watched while trying to place her SIMin her phone could be misleadingWe have decided to
send her a phone free of chargeI took care ofthat order today while on the phone with the customer.Ms*** will receive the new phone in 3-business days.Sincerely,TINA G***CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F

August 8, 2017Revdex.com *** *** ***Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond.Consumer Cellular has a policy that an account must remain active for days past the purchase pointof an iPhone before we will unlock itThis
is in our end user agreement.On 8/6/we were contacted again with a request to unlock the phone, which we have doneThecustomer was advised on 8/7/that the phone was unlocked and to finish the process the phoneneeds to be connected to iTunes via a computer.Sincerely,TINA G***CORPORATE EXECUTIVE RESOLUTION SPECIALIST **Attachment redacted by Revdex.com staff**

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI wish to add that Consumer Cellular suggested a new SIM card, it was not a suggestion on our partStill seems odd the problem began exactly at the same time the second phone's issue was solvedBut everything seems to be working nowThanks.Sincerely, *** ***