Consumer Cellular

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSince we will NEVER agree on the condition of the first phone and they did go back and give credit for the difference then I am ready to part ways with this company.I sincerely thank you so very very much for helping me with this frustrating situationYou guys are awesome!!Thanks again,*** ***

Complaint: 1***
I am rejecting this response because: They replaced my smartphone for a cheaper phone, and this phone has really bad reviews. I have offered to pay the difference ($70) to get a better phone, but they refuse. I wasn't aware that my phone was actually defective from the betginning, but dsince I am not used to smartphones, I just thought it was my fault
Sincerely,
*** ***

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Consumer Cellular is a no contract serviceThe customer may cancel at any time without a penalty chargeWe do bill the customer after service is used, similar to how the electric
and water companies bill, but we do not have a contract. The amount that was left on the account which Ms*** was being charged was late fees from previous invoices that hadn’t been paid on timeSince the remaining portion of her invoices was paid I have removed the late fees and her account is at a zero balance

Dear Revdex.com, Mr*** account is cancelledA previous agent has already credited for an additional line chargeIn addition to that I gave another $creditThis has reduced his final invoice from $to $No further credits will be applied. The reason the final invoice was so much lower was because the customer was not with us for the full month and we prorated the charges, which we have now lowered further. If we have unlock codes for phones the customer can get them from us, although we don’t always have themCurrently the customer’s account is past due and we can’t do anything with the account being past due. Thank you for allowing us the opportunity to respond

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meMy account is paid in fullConfirmation #***I am awaiting the unlock code.Sincerely, *** ***

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondOurpolicy for accepting a phone back is that it must be in like-new condition which means no scratches,dents, gouges, cracks, liquid exposure, etcMr***’s phone had a scratched screen and
thereforewas denied.As a one-time courtesy we are sending another return labelAs long as the denied phone comes backwith no additional damage, we will process the return.Sincerely,TINA G***CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F 503.675.8989Corporate.Resolution@ConsumerCellular.comwww.ConsumerCellular.com

Thank you for contacting us regarding this complaint and allowing the opportunity to respondWe don’t have a receipt like what I think Ms*** is asking forMs*** was given the confirmation number of the payment and sent a confirmation email that she had paid the easy pay plan in
fullShe will see this on her credit card statement and on her next invoice that generates she will see where the payment for easy pay itemized on it. I can confirm that Ms*** does not owe anything further on that easy pay agreementIt is 100% paid for. Auth.net transID#: *** MasterCard credit card #: *** Notes: Equipment Payment - Payment for EasyPay Plan

Revdex.com *** *** ***Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondIapologize for any frustrationThank you for bringing your concerns to our attention regarding the finalbalance on your canceled Consumer Cellular accountYour
account was canceled on 12/06/when youadvised us of this requestPlease be advised that Consumer Cellular bills in arrears for monthly serviceand usageThe final invoices you have received are for service and usage through the date your accountwas canceled.I checked coverage surrounding the home address and there is coverage however it would probably notwork within the home, but would work outside the home.A summary of the charges and service dates has been included below:(#1) Charges for service & use 10/15-16-11/14/$12.55(#2) Prorated Charges for service & use 11/15/16-12/06/$9.79(#3) Late Fee (Can be waived when invoices above are paid) $10.00(#4) Late Fee (Can be waived when invoices above are paid) $10.00As a courtesy I have waived the late feesThe remaining balance of $will need to be paid by4/1/2017.Sincerely,TINA G***CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F [email protected]

July 27,2017Revdex.comPO Box 1000Dupont,WA 98327RE: ID ***I received your letter showing Consumer Cellular's response to my last letter Again, they have proven my case by not responding to any of the serious complaints indicated in that letter They failed to respond to the fact that they connectedme to*** instead of ***.I told them I did not want any service with them unless they would guarantee I would be connect to only the *** network They assured me they would,however they did not do soThey lied by action in connecting me to***.Since I have NOT received any of the services I was told I would get, I want all the money I have paid them refunded to me immediately They have lied to me on each of the contacts I have had with them.In the response to the statement in the letter you provided,they "....were not able to reach me...", I and my assistant spoke to their supervisors on two consecutive days-06/26/and again on 06/27/We were not able to negotiate a resolution with either of the supervisorI decline to accept their offer of a $refundI also indicated to Consumer Cellular, I have no intentions of paying the bill they continue to send.Sincerely,*** ***

Complaint: ***I am rejecting this response because: No apologyConsumer Cellular wasted a significant amount of my time and lied directly to meOn my 6th attempt to resolve this, supposedly I was transferred to 3rd level supervisor who admitted their web site clearly stated that data was turned off on the phone in question and that data was, in reality, not turned off on that the phoneThen immediately asserts the web site was correct (not deceiving or 'lying' to me)It is more than obvious that if a company provides a clear way for a customer to deny a service and then that company provides the service anyway, that they are then obligated to not charge for said serviceClaiming the customer used the service or that the customer should have done something differently after the fact is bogus
The worst customer service one can imagine should be able to see and understand this simple factAfter explaining it repeatedly and then having a supervisor lie to my [face]I demand acknowledgment of their wrong doingI want an apology, in writing, explaining why I was eventually given a full creditWhat did Consumer Cellular do wrong? So far it appears like they just gave me the credit to shut me up and still admit no wrong doingSorry, but lying and contradicting yourself to "win" a dispute isn't the right thing to do.
I was told several times they tried to call me about this situation and they did notI had no missed calls or voice messages
I was told the web site said data was turned off but that data wasn't turned off and that this was not incorrect, not a lie or deceptive That is a direct contradiction
When I ask if they believe I should pay for services that they told me (via their web site) that I would not receiveThey said "No"When I then ask for a refund for said services they said "No, because I used the service"Another direct contradictionObvious to a child
I went through great lengths, repeatedly explaining why their web site was confusing and deceivingI explained if that I had known their services did not work as advertised then I would have taken other steps to limit data usage but I could not be expected to know this before the eventI explained that our house Wifi went down and a phone switched to cell data without our knowledge while we were safe in believing that could not happen because of what their own web site states.
Sincerely,*** ***

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondApple iPhones purchased from Consumer Cellular are locked for use with our serviceOur unlocking policy is provided to customers on the shipping invoice they receive with the phone
and in our Wireless Customer Agreement which every customer receives a copy ofTo be unlocked, an iPhone must be active on our service for at least days, be paid for in full and the account has to be in otherwise good standing. This device was purchased on 9/11/and was active on our service for days before the line of service was cancelledEquipment has a return period of days, so this device is not returnable for a refundIn order to unlock this iPhone, the line of service can be reinstated for at least additional days or an early unlock fee of $can be paidTo make arrangements to pay the early unlock fee, please contact our resolutions department directly at [email protected]. Otherwise, customer service can reached at 800.686.*** for assistance with reinstating the service to allow the phone to be used for additional time and become eligible to unlock. Here is a copy of the section of the shipping invoice included with the order that discusses phone unlocking: From our Wireless Customer Agreement: My Device. If 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 Code. Consumer 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 manufacturerConsumer 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 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, JESSICA H*** CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.*** F 503.675.8989 ***@ConsumerCellular.com www.ConsumerCellular.com

Thank you for contacting us regarding this complaint and allowing the opportunity to respondWe’re sorry to hear that Mr*** is having trouble with his iPhoneAll new Consumer Cellular phones come with a day risk free return period and a one year manufacturer’s warrantyThe
iPhone was purchased 11/18/and is outside of the return period, however it is still within the manufacturer’s warrantyI see that we spoke to Mr*** earlier today and referred him to Apple for additional assistanceThis is the appropriate next step to resolve any issues and obtain a replacementTo complete troubleshooting and pursue a warranty replacement if necessary, the customer should contact Apple and make an appointment at an Apple Retail Store or Apple Authorized Service Provider. Here are the nearest Apple Stores to Mr*** home addressPlease contact a store at the phone numbers below to schedule an appointment for serviceWithout an appointment, there may be a long wait at the service center

Complaint: ***
I am rejecting this response because: We have not received any moneyAnd we were told days nothing about gb and we feel we owed no money for no serviceThis was a no contract plan and I want all of the money refundedThis was a month to month serviceThere for I believe that they are ripping me off
Sincerely,
*** ***

Revdex.com:
Dear Sir or Madame from Revdex.com: Thanks a lot for your prompt and active intervention,Consumer Cellular sent me a letter saying my account have been cancelled, and a refund have been made
Blessings,
*** ***

Complaint: ***
How much time did you spent on this response. Seems rather canned for a long time cellular customer. YOU SHOULD HAVE REACHED OUT AND CALLED ON MY CELL PHONE. I HAVE NO PHONE DAY OF YOUR HORRIBLE SERVICE. You have everything at your feet to attach only the one email. I have sent to Maia stating DO NOT PORT MY PHONE OUT YOU DO NOT HAVE PERMISSION I HAVE NOT RECEIVE THE BOX. Lets start with the first lie of the original sale and rep who stated I would still keep my internet with ***. That is a lie. Lets start with him telling me to call when the box is received with my account number and that it would not be ported until then. ALL LIES OR UNTRAINED GREEDY REPS FROM CONSUMER CELLULR TAKING ADVANTAGE OF SENIOR CITIZENS WITH LITTLE TECHNICAL EXPERIENCE
You did not address SETH AND THE CALL ON THE 22ND THAT LAST TWO HOURS TELLING ME TECHS WERE ON OVERTIME AND WOULD CONTINUE TO BE UNTIL MY PHONE WAS FIXED. He also said he would be overnighting another box. WAS THAT A CON ARTIST?????He asked me to write a thank you regarding his service. I did so . Is that to ask for a thank you? AND WHAT ABOUT THE LIE. You listen to that phone call. 22nd from 6pm til 8pm PST
YOU TAKE THE TIME TO PROVIDE ME CUSTOMER SERVICE. SOMEONE THAT CALLED DAILY WITH AN AVERAGE HOLD OF MINUTES WITH NO RESULTS. EMAILS ETC. AND YOU COULD NOT EVENT PICK UP THE PHONE. MY CALLS LASTED AN AVERAGE ON ONE HOUR WITH NO RESULTS. YOU BRUSHED ME OFF WITH A BOX????I AM A DISABLED VETERAN IN A WHEEL CHAIR. I WILL ADD TO MY REVIEW ON *** REFERENCE YOUR SERVICE AND I HAVE WRITTEN A LETTER TO YOUR PRESIDENT WITH ALL THE EMAILS. I HAVE NO WAY TO IINCLUDE THEM WITH THE TECHNOLOGY I HAVE. BET YOU DO. YOUR PRESIDENT WILL. THANK YOU FOR NOTHING. I WILL NOT BE A CUSTOMER MUCH LONGER AND WILL TELL OTHERS PARTICULAR VETERANS AND ***. HOPE YOUR GREED OF MONTHLY IS WORTH IT
Sincerely,*** ***

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondWereceived Ms***’s phone back in our office however the screen was cracked and could not beaccepted for refund or under warrantyThe other phone that was purchased was accepted back andwas
refunded.For a phone to be accepted back for a refund it must be within days of the purchase date and mustbe in like-new condition; no scratches, breaks, damage of any kind and no exposure to liquid.Unfortunately, this phone was broken and therefore the customer was responsible to complete payingfor it.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 respondI have looked over Ms*** account and I do not see that anyone accessed the account at any time in OctoberI also checked our call recording system and I do not see any calls in October from
Ms*** or her daughter, however if they called from a number other that the typical lines they use to contact us, I would not have a way to look for the callMs*** was a customer with us for a little over years with near perfect payment history during that timeThere was also no usage on the line for the invoices in questionAs a courtesy I have cleared her account balanceThere is nothing further owed on the account and we have not reported anything to any of the credit bureaus

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
Consumer Cellular could have, just as easily, paid the disputed charge of $with the good credit card on file and refrain from cancelling my service and penalizing me $If I was guilty of anything, it was trying to make sure Consumer Cellular was paidI have no dispute with my credit card company who disputed the $by mistakeThey requested Consumer Cellular to represent the $so they could send the payment back to them, but, Consumer Cellular had no program in their Accounts Receivable System (very common program with businesses) to representThe result was to take the easy way out and penalize the customer.Sincerely, *** ***

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 had one of my lead technicians try to contact Ms*** however he has not been able to make contact with her yetWe want to try moving her to our other network to see if that
resolves the issue. I do see that Ms*** called us and she was advised of what the tech wanted to doShe was also advised she has a past due balance and until that is resolved we are unable to send her a SIM cardThe system won’t allow for orders with a past due balance typically but I was able to override this. Ms*** will receive the new SIM card in 3-business daysWhen it arrives she should contact us so we can walk her through inserting the new SIM into her phone and to move her number onto itI will have my technician try to contact her again today to advise her of this. Sincerely, TINA G*** CORPORATE EXECUTIVE RESOLUTION SPECIALIST T F 503.675.8989 [email protected] www.ConsumerCellular.com