Consumer Cellular

Our pocition has already been explained*** *** has already received a refund to her card in the amount of the phoneI also lowered what she owed the collection agency for the same amountWe will not be providing further credits

February 3, 2016 Revdex.com *** *** *** *** Dear Revdex.com, The credit balance that was on the account was through our holiday promotion; a customer would get $towards their invoice for each line of service addedThe other credits were for SIM
cards purchased at a retail locationThese credits are also applied towards a customer’s invoices. Mr*** cancelled his account prior to generating any invoices and therefore they were not applied to anythingWe do not pay this money out to the customer it must go towards invoices or it is forfeitIf Mr*** would like refunds for the cost of the SIM cards he must return them to the retail location and it will be up to them if they give return credit or not. Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Sincerely, TINA G***

Complaint: ***
I am rejecting this response because:The sales rep over the phone did not make me aware of a mb limit when I initially signed up for the phone, otherwise I wouldn't haveThe amount that is being offered to settle the account is more than the email that was sent to me by the supervisor that I spoke withLastly, your own website shows 100% risk free guarantee (with no asterisks or fine print at the bottom of the page)The fact that you are offering a higher amount to settle the account than what was just emailed to me days ago is a clear example of the lack of communication that exists within your companyI am seeking for my balance to be zeroed as a result
Sincerely,
*** ***

Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Consumer Cellular does not advertise our phones as being unlocked and we are clear in our end user agreement that unlocking the phone is at our sole discretionI have included that part of the
end useragreement at the bottom of this response. If the customer has moved outside of our coverage area we will unlock the phone however, per the customer, he was looking to go to *** which means that he has the same coverage as he has with us.In regards to the customer’s data, we have plans up to 4GB but he only uses around MBHe would need to use 4,066MB more to reach our max plan
WHAT TERMS RELATE TO MY DEVICE AND CONTENT? My DeviceYou areresponsible for all phones and other devices containing a SIM assigned to your DeviceYourDevice must be compatible with, and not interfere with, our Services and must comply with allapplicable laws, rules, and regulationsWe may periodically program your Device remotely withsystem settings for roaming service, to direct your Device to use network services mostappropriate for your typical usage, and other features that cannot be changed manuallyDevicespurchased for use on Consumer Cellular’s system are designed for use exclusively onConsumer Cellular’s system and EquipmentYou agree that you will not make anymodifications to the Equipment or programming to enable the Equipment to operate onany other systemConsumer Cellular may, at its sole and absolute discretion, modify theprogramming to enable the operation of the Equipment on other systemsYou are solelyresponsible for complying with U.SExport Control laws and regulations and the import lawsand regulations of foreign countries when traveling internationally with your Equipment
Sincerely,TINA G***CORPORATE EXECUTIVE RESOLUTION SPECIALIST

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondWe’re sorry to hear that Ms*** experienced problems and frustration with her equipment and serviceMs. *** started service with Consumer Cellular on for two lines
of service both using Samsung Galaxy S8+ phonesMs***’s phone numbers were transferred from the previous provider and usage first began on The two lines of service have since regularly been used for voice, text and data. There is not a gap in usage so we cannot apply a credit for time without service. One of the phones was exchanged on 12/17/due to Ms*** reporting the phone was not taking a chargeA replacement phone was sent free of charge pending the return of the original phone and accessoriesWe received the original phone but not the wall charger, so $was deducted from the exchange credit and billed to the account. Ms*** has two financed phones with a balance remaining of $eachReturn labels were sent to Ms*** on to send back both phones by As long as both phones are received in like new condition the financed balance will be cleared and credits will be processed for the portion of the phone purchase already paidThe refund may be reduced any amount due for the monthly serviceIn order to transfer phone numbers to another carrier Ms*** should contact the carrier and provide her Consumer Cellular account number, billing address, account holder’s name and the last four of the account holder’s social security numberThe carrier will submit a request and once the numbers are released the account will be cancelledOne the account is cancelled, there will be a final prorated bill for service through the cancellation dateIf the financed equipment is not returned and the account is cancelled the equipment balance will become due immediately. 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 respondThis account was opened on 7/25/and a free SIM card was ordered to use the customer’s existing phone and phone numberThe phone number transfer was completed on 7/31/The next day, we
received a call from the customer that the text and data were not workingThe agent assisted with entering Consumer Cellular’s data settings, which is necessary when using a phone not provided by Consumer CellularThe account was cancelled on 8/15/when the phone number was transferred out to another carrierDuring the time the account was active, voice minutes, 1,text messages and MB of data were usedWe’re sorry to hear that the customer’s phone did not fully work with our servicesThe risk-free guarantee on our website and in the “Start Here” booklet the customer received with her SIM card indicates that the guarantee period is minutes, text messages, MB of data or days of use, whichever comes firstThe customer’s usage was well outside of these parameters and not eligible to have the billing waivedHowever, I have reviewed the call from 8/and the customer was told, incorrectly, that she would not be billed for serviceDue to this, we have waived the balance of $There is nothing due on the accountIf we can be of further assistance please let us knowSincerely,

Complaint: ***I am rejecting this response because:
These people didn't have my e-mail address or phone number, being I didn't give them that informationMy cell phone (Consumer Cellular wasn't working when they say they tried to contact me. That's what this complaint is about.I have a new phone carrier(***) and do not intend on giving them my new number, being I want nothing to do with these people, unless it's through the Revdex.com.
These people are sending me 5-e-mails a day trying to get me to sign up for a new accountI tell them have a new carrier and want nothing to do with them and they continue to harass meI have an e-mail from Consumer Cellular last week confirming that I closed this account as well as my auto-pay accountThis has become a nightmareI hope you can help me
They couldn't have contacted me by e-mail or phone when they said they did, because they did not have my e-mail address, or phone numberYou're dealing with liars
Sincerely,*** ***

Thank you for contacting us regarding this complaint and allowing the opportunity to respondIn order for a call to show in call records, the call had to be placed from the phone and SIM card assigned to that phone numberThis information is verified through the cellular tower before we
receive it as a call record for billing purposesWe do not have access to the information that someone requests when placing calls to directory assistanceSometimes it helps to look at the calls that were made after calling directory assistanceThere were a number of other calls placed before, during and after these three calls were madeI’ve called or Googled these numbers and reach the following businesses: Blue Cross Blue Shield Excellus Blue Cross Blue Shield Prior Authorization Yakima Medical Clinics Regence Blue Cross Blue Shield We’re able to apply a credit for half of the charges on the invoice- this is a total credit of $3.63 including taxThis credit will be applied towards Ms*** next invoiceIf we can be of further assistance please let us know. Sincerely, JESSICA H.CORPORATE EXECUTIVE RESOLUTION SPECIALIST T F 503.675.8989 ***@ConsumerCellular.com www.ConsumerCellular.com

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond*** *** ordered her phone on 12/8/and it was delivered on 12/12/I would like to know why the customer would order a phone to be delivered, knowing that she was not in the countryIn
addition, I would like the information that shows she was not in the countryOnce I have this information I will research the situationThe customer filed a credit dispute against the price she paid for the phoneWe refunded the money back to her card but the charge was validDepending on the information that the customer gives to us, I may be able to clear the charge for the phone but I cannot clear the late fee of $or any fees that the collection agency has added

Complaint: ***
I am rejecting this response because: Number one, there were more than two complaints administered to Consumer Cellular, in the form of the form fill feature by way of the contact us feature on the consumer cellular web page, of which a message was typed and submitted to consumer cellular on numerous occasions, number two it's suspect that the conversation with the consumer cellular representative on Oct28th of wasn't mentioned, because it was through this conversation the fault of why the device wasn't working was unaware by her doing, she made the statement that it looked like the line for the hotspot was on a phone line, and asked me if was aware of that and my response was that when the hospot was sent to me, followed the instructions from the link provided by consumer cellular to show how to use the device, which wasn't needed by me William the plaintiff because this is my field, which do on a constant basis for my customers, as a computer pc technician and repair consultant, giving the response that followed all the instructions given, in which the hospot still didn't work, and once the customer service representative made that statement, immediately knew why it wasn't workingMy issue is yes we all make mistakes, it's what's done after finding out or even admitting to the mistake, that separates us all, by our actionsIt's obvious to me that consumer cellular doesn't want to own up to their mistake, nor has the question been answered yet as to why an extra $was being taken out of the account constantly, where at no time was an alert ever sent to me William, saying that the usage was over extended, although there were alerts sent a couple of days to a week, that fifty percent 50% of data had been reached, on approximately three occasionsThe amount specified that consumer cellular wants to negotiate, doesn't even come close to the monies taken out, paying for a device that was working fine, even though a request was made to troubleshoot the device, which was never doneBelieve the proper term is theft of services, which may not be correct, yet in any event, more steps were made than what consumer cellular seems to be specifying, which also seems suspect to meThe only option that will be accepted by me would be a reduction of the amount owed, subtracted from the estimated three hundred and twenty dollars $spoken of in this complaint, and consumer cellular needs to take into account that both devices on this account, were off prior to the suspension, and calls and messages where sent to consumer cellular on this issue as wellThe figure needs to be adjusted again, and then applied back to the card on file, on which the auto pay feature was being usedThis is one reason why don't like using the auto pay feature, because each time and company which was authorized, always took more out than was supposed tooIf copies of the transaction dates are needed, please let me know, so they can be forwarded to you, of which all the dates have already been pulled from the account, of which instructions informed not to submit any personal information regarding the account, yet can supply all the dates and amounts that were charged

Revdex.com *** *** ***Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondI had oneof my lead technicians contact Ms*** and advise her that as long as the phone arrives in like-newcondition, we will honor the return and remove
the charge for the phone from her account.Sincerely,TINA G***CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F [email protected]

Complaint: ***
I accept the response in that they have re-instated my service and re-credited my account for the charges that should never have been posted to my accountI am grateful we finally reached agreement on thisIt is completely a shame that it took so much of my time and effort to get Consumer Cellular to correct a simple accounting problem. Regarding the cost of postage to return the damaged phone AND accessories, I do feel that Consumer Cellular should reimburse me for this. While I understand that they see it as accepting a return of a damaged phone, I initially returned the phone because they sent me a non-functioning phone. Any further damage is really meaningless because it was a non-working phone when they sent it to me. In addition, because the company sent unopened, completely intact accessories to me with the phone they returned to me, I had to pay the additional postage to ship these right back to the companyTotal cost of shipping was $Finally, while Consumer Cellular prides itself on quality customer service, this was far from my experience. Over the course of three months of trying to resolve this issue, I had three independent customer support specialists tell me they would take care of the problem. There was no resolution until December -- not sure if this was because a more competent specialist handled the case OR because Revdex.com got involved. During the three months I was working with Consumer Cellular, I am estimating that I was either on hold or in lengthy conversations with customer support specialists (having to explain the situation anew each time because each time you call you reach a different specialist) for more than hours. During the lengthy periods on hold, I was forced to listen to repeated messages about the high-quality customer service and their commitment to lifelong customers. I would like to be compensated for the ridiculous amount of time I had to spend on the phone with Consumer Cellular (all this time was simply to process an order for a working phone). They can easily look at my usage for the period of Sept - Dec and calculate the total timeI would suggest that two months of phone service is appropriate compensation
Sincerely,
*** ***

Complaint: ***I am rejecting this response because: first they didn't send me a sim hard I went an bought it because when I said to just send me one they said that they didn't need to cuz it would be fixed in hoursSo when it wasn't instead of waiting I went an bought oneSo credit should be for sim an phoneSecondly b they incompetence here is astoundingThe phone has not worked at all in days as stated earlier since Dec24th it wouldn't activate then it allowed some text on my old phone an had to receive calls on my new phoneSo carried two phone around for apxweeksThen when they finally got text off of the old phone the text on me phone came thru anywhere from minsTo a whole day, an most not at all according to people texting meSo I would appreciate if they would refrain from lies on hereIt just makes them look worseThey had issues fixing it yes but they actually did nothing for days when phone didn't work at all an I told them I was going to contact Revdex.com before I did an they were going to call a friends phone to let me knowAn did not even do thatAny way my phone is now workingSo I am happy but would apprciate of they would reimburse total amount dueThank you. Sincerely,*** ***

Complaint: ***
I am rejecting this response because: The business did provide cellular service as statedHowever, they made no effort
whatsoever to address my concern that from my house, I could not access data, calls, or messagesThey did not provide a solution until after I had cancelled their service, that of sending me a new SIM card to access another transmission tower, the one I am currently usingI wish to recover money that I lost because of their inadequate customer service in not being aware of the simple solution provided to me in my most recent conversationNot having cell reception at home creates significant problems for customersTo receive codes for managing my other devices , I had to drive to get reception to receive such codesThis was an enormous waste of my time considering that some within their organization knew how to fix the problem.Sincerely,*** ***

Complaint: ***I am rejecting this response because:
I have looked at my account online and see no credit - nor do I have a replacement phone. I and my wife spent over hours on the phone with five (5) different people. Except for the final person, Allison the alleged supervisor, we were repeatedly informed that the previous representative did not make notes on the account. We were forced to take apart both of our phones three times and to do the factory reset three timesAll of the contacts, photos and text conversations, as well as documents and emails, have been lost. We had to call the company repeatedly and leave a message for a call back. We missed two very important phone calls and a scheduled appointmentThere was no regard for our time and our schedule. It is clear to us that the company's representatives did everything possible to try and not replace the phone under the warranty. Allison had the gall to "threaten" us that the phone better be in pristine condition or the new phone would not be replaced under the warranty
It is incredible to us that this company has created a advertising campaign around senior citizens and AARP. Given that many senior has difficulty with eyesight, dexterity and blood pressure issues, to name a few, this horrendous experience we have suffered repeatedly by this company would be a sterling advertisement as to why senior citizens should avoid at all costs dealing with this company. As a retired paralegal and law enforcement officer, we will be pursuing this matter with AARP.
After reviewing the numerous complaints posted/filed by previous consumers, it is clear that this company has gone unchecked in its abusive behavior towards its own customers. It seems that the company knows how to bill and collect its fees, however, when providing the actual service or operating under the supposed "highest quality of customer service, there is a serious "disconnect"
Sincerely,*** ***

February 23, 2016 Revdex.com *** *** *** *** Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondIt is our policy to require a police report when a customer is stating that their account was started
fraudulently however, the phone that was purchased was returned to us and there has been no usage on the accountAs a courtesy I have waived all charges on the account. Sincerely, TINA G*** CORPORATE EXECUTIVE RESOLUTION SPECIALIS

Revdex.com *** *** ***Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondI’m sorryto hear that Ms***’ home phone was not working properlyAs a courtesy I have given a proratedcredit for the days she had without serviceThis
credit has lowered her first invoice from $to$29.05.Sincerely,TINA G***CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F [email protected]

Dear Revdex.com,
Thank you for contacting us regarding this complaint and allowing the opportunity to respondWerequire that packages worth $or more, be sent signature requiredWe will not remove thisdesignation
The USPS left a notice on 11/17/that the package was at the post office
Typically the customer canschedule their own redelivery by using the notice that the post office leaves, otherwise they have to callthe post office or go to the post office to get their package
It appears that redelivery was scheduled and the phone delivered on 11/19/to the customer andthat he is now using the new phone
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 respondWe have been trying to reach Ms*** to resolve this issue however we do not have a valid phone number for her and she has not responded to my emailsIf Ms*** would like us to troubleshoot
the phone, and process a warranty replacement if needed, we would be happy to do that

February 10, 2016 Revdex.com *** *** *** *** Dear Revdex.com, Mr*** purchased a Micro SD card which comes with adaptersWhen we received the accessory back, there was only the adaptor and not the SD card, therefore no credit was givenThe original cost of the
memory card was $As a courtesy I have refunded half of this cost since the adaptors were received but not the memory card; $credit has been placed on Mr*** account. Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Sincerely, TINA G***