Consumer Cellular

April 26, Revdex.com *** *** *** *** RE: *** *** Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondDue to non-payment of a few invoices, there was a combined invoice of $$was paid towards that balance leaving a
$balanceWhen the $wasn’t paid, a $late fee accrued brining the account balance to $We then waived the late fee of $and took the remaining $paymentThere was usage during the final billing cycle and the charges are validI do see where a billing agent stated that if payment was made, two late fees would be waived yet we only waived oneAs a courtesy I have waive the other $late fee and have requested a refundIt may take up to weeks to process the refundSincerely, TINA G***

Complaint: ***I am rejecting this response because: It indicates a municipal code that I cannot find associated with any "local" Wichita, Kansas code It refers to a "telecommunication" usage tax - a legal description that I would not have any way to determine if relevant without access to the code itself - nor any way to determine if the taxing authority is relevant for my city & my subscription ConsumerCellular has not met its obligation to its customers simply by posting a questionable authority for raising my monthly subscription Sincerely,*** ***

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondThe customer spoke with a billing agent of 3/27/*** phone line was to be shut off and Mr*** was advised of the situationJust a short time later, Mr*** called us to notify us that his line was not workingIt was discovered that the wrong line had been cancelled and we immediately fixed this. In regards to our policy, we are within our rights to refuse service to a customerOne of the reasons we will do that is when someone within the household has a past due account or an unpaid balance in collectionsWe understand that Mr*** does not agree with this policy

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondMs*** has a Motorola Moto G LTESmartphones are designed to the connected to cellular data automatically and will use data in the background to update and fetch information for apps, emails,
picture messages, and other itemsThe previous phone was not using data because the account did not have a Connect plan (text messaging and data plan)The Connect plan was added when Ms*** upgraded to the new phone, which allowed the phone to connect to and use cellular dataUnless Ms*** chooses to remove the data and text plan, the only way to ensure data is not used is to disable both the cellular data and background data features in the phoneWe would be happy to walk Ms*** through verifying that both features have been disabled in her phone settingsWe will apply a courtesy credit of $+ tax to the account one timeThe is the price difference from the $Connect plan Ms*** originally chose to the $connect plan she has been upgraded to due to the data usageAfter August 10th when the bill cycle restarts, Ms*** should lower or remove the Connect plan unless she intends to keep the $a month planThe plan can be changed via her online account or over the phone with customer serviceAny future data use or overages will be the responsibility of the customerAgain, we encourage Ms*** to contact customer service or reach out to my department at [email protected] and we will have a technician call her to ensure the data is fully disabled in the cellphone

March 8, 2016 Revdex.com Complaint ID *** *** *** (Customer # ***) Dear Revdex.com, We processed the refund to the card ending *** on 3/2/at 9:AM PSTAccording to our billing processor, the refund successfully settled on 3/3/at 01:09:PSTIt may take additional time to apply the refund to the credit card account; this additional time depends on the bank’s policies. If the funds still have not been released by the bank, please provide their fax number and we can submit a release of funds requestThis may help expedite the process if the bank accepts this type of notice from merchants. Sincerely, JESSICA H*** CORPORATE EXECUTIVE RESOLUTION SPECIALIST

Complaint: ***I am rejecting this response because:An email was sent to me and I am attaching it to this document.Sincerely,*** ***
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

Revdex.com Complaint ID: *** *** *** (Customer # ***) Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondIt appears that a SIM card was deactivated in error when Mr*** called in to set up a return for his new phone and go back to using a
previous phone he already hadWe’re sincerely sorry for the inconvenience caused by this accidentMr*** then took his old phone to a *** store to obtain a replacement SIM card, which we activated for him over the phoneWhile the *** team member assisted Mr*** with installing the new SIM card, it was determined that the phone was damaged and would not hold or read a SIM cardWithout having seen the phone or being present in the store, we cannot say what caused the damageAt that time, Mr*** needed to purchase a new phone in order to have working service, which he did at the same *** storeWhen the phone being returned, a Motorola Moto E LTE, is received back to our office, Mr*** will be refunded the full purchase price of $as long as all accessories are received and the phone is still in like-new conditionA return label for the Moto E phone was sent to Mr*** by email on 8/18/2015, but so far it has not been mailedI have sent another email to ***@yahoo.com today with a link to print the return labelFor the time he was without service and the inconvenience while he had to replace the SIM card and eventually replace the phone, I have applied a courtesy credit of $to MrBurg’s accountThis will be put towards the next invoice for service since the current invoice has already been paidIf we can be of further assistance, please let us knowSincerely,

Revdex.com Complaint ID [redacted] (Customer # [redacted])Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Ms.[redacted] ordered a [redacted] on 3/28/17 for $162.38. We shipped the phone the same day via[redacted] Priority Mail with tracking number...

[redacted]. If a package is lost in transit we willreplace the device, however we do ask that the customer contact their post office as usually this issuecan be resolved. Ms. [redacted] called customer service on 4/7 to find out why she hadn’t received thephone. The tracking from [redacted] showed the order was in transit, however the tracking had not beenupdated since 3/30. Our agent referred Ms. [redacted] to the post office to check on the order. On 4/16 ouragent gave Ms. [redacted] the direct phone number to the [redacted] location that we were told had her package.On 4/17, we received notice from the credit card company that the charge for the phone had beendisputed and the funds were returned to the credit card. The payment for the equipment was applied tothe Consumer Cellular account and a $25 late fee was added. As standard procedure, the account wasautomatically suspended due to the large past due balance. We’ve been in contact with [redacted] whoadvised that there is a case open to locate the missing package.We’ve been trying to reach Ms. [redacted] to go over her options since April 19th however we have notreceived a call back or a reply to our email. The funds were returned to her card as part of thechargeback process and the amount due for the lost in transit phone has been credited. If she would liketo reinstate service to port her number(s) to another provider or keep service with Consumer Cellularshe is welcome to do so. The missing phone has been blacklisted from use on cellular networks. If thephone is eventually delivered to her, it will not work and can be returned to Consumer Cellular. Pleaselet us know if we can be of further assistance.Sincerely,JESSICA H[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Mr. [redacted] had an invoice that was due on 1/15/2017 in the amount of $74.10. We did not receive that payment. Another invoice in the amount of $85.08 generated brining the account balance to...

$159.18. This is when we suspended the service. On 1/28/2017 Mr. [redacted] wife did call in and escalated to a supervisor. Our supervisor tried to explain payment arrangements and that we could change the monthly due date to better accommodate when Ms. [redacted] was able to pay. Unfortunately Ms. [redacted] was very frustrated and hung up on our supervisor before she was given all of the information. On 1/31/2017 we received the past due amount of $74.10 and the service was reinstated. There is a remaining balance on the account in the amount of $85.08 which is due on 2/15/2017. Please note that any account which is past due is subject to suspension of services.

Complaint: [redacted]I am rejecting this response because:
 
I spoke with a representative named Sarah, and we agreed upon the following terms:
(1) Once again, I would pay the mis-located check via phone on August 19, 2016 during the morning hours. The payment will automatically post to my account, which will expedite the process instead of waiting on the U.S. mail.
(2) If in the event, Consumer Cellular receives the missing payment, they would credit it to my account.
(3) As long as I abide by the terms of engagement set forth in item number one, the account would remain active until I find another provider.
(4) August 25 is not enough time to obtain a new cell phone. My father is in critical condition.
(5) I agree to cease and desist the derogatory comments, as they are non-professional and un-Christian
(6) Tina G. has misappropriated some of the details of the comments in her letter. I have received a plethora of calls from representatives who have belittled me, and also made racist and derogatory remarks, such as "Call back when you learn to speak Spanish", and dropped the call because I would not speak Spanish.
(7) That Consumer Cellular would cease and desist calling me with negative consequences of not purchasing an I-Phone, e.g., "We don't service yo phones no mo."
(7) If I can be retained as a customer, I can pay online, as Tina G. will not accept the checks via U.S. mail, due to her hostility, and adamantly refuses to post them upon receipt.
Sincerely,[redacted]

May 23, 2016 Revdex.com [redacted] Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I’m sorry that this situation was not handled well. Looking at Ms. [redacted] call details I can see that the text messages which were sent had one...

extra digit on them and the system viewed them as being international. I have credit the $0.10 back to Ms. [redacted] account. Sincerely, TINA G[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected] www.ConsumerCellular.com

Complaint: [redacted]I am rejecting this response because: I find it inappropriate. Please check your web site for usage alerts. Sincerely,[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. This account was set up via our website and the order was shipped to the address we were provided when Mr. [redacted] set up the account. He called us five days later to change the...

address on the account, however at that time the order was already in transit. The package was not actually returned to Consumer Cellular, however it was routed back through Portland, OR by USPS as it was being forwarded from the original address to Mr. [redacted] current address. For reference, I’ve included the tracking history from USPS as page two of this response. At this time, the USPS tracking shows that the package was delivered to Mr. [redacted] address in Palm [redacted], ** on 3/5/16. Mr. [redacted] called and reinstated his account on 3/8/16, so it appears he did finally receive the phone. He ordered a new SIM card to transfer a phone number form another carrier. That SIM card is being shipped today to [redacted], [redacted]. If we can offer additional assistance, please let us know.

Complaint: [redacted]I am rejecting this response because:As seniors living on fixed income we were absolutely distraught when on our first contact with Consumer Cellular (CC) they informed us that I had a credit problem. I have always had terrific credit so we assumed the worst, that someone had stolen my identity which could have ruined us. We immediately purchased a credit report with all 3 credit scores. There was absolutely no problem with my credit.  After I was informed when CC accessed my credit report - which they never mentioned to me - they continued to focus on a way to sell me their service and deny that they had made any error, on one occasion telling me that the problem was that I had not paid another cell service provider despite the fact that I always pay my bills on time. Now, magically they will sell me service directly! All this inconsistent and disingenuous behavior only compounds our anxiety. Whatever was wrong on their end there had been incorrect information in their system which they would neither acknowledge, correct or give consideration in their relentless pitches of us to sign up. In addition, they claimed that my wife had an old account that they would use to get us their service. Since she / we never had phones from or made or received a single call through CC our dread only intensified. Now having to engage in this prolonged, dragged out process we are at our wits end. Talking to friends an relatives who use different providers than CC, none have ever experienced such callous treatment.
[redacted]

Revdex.com [redacted] Dear Revdex.com, We are a non-contract service however we are not a prepaid service and we do run a credit on every customer. In addition to needing the information for that, we also ask to try and ensure that an account is not being setup fraudulently. We take our...

customer’s privacy and security seriously and do not share customer information with outside sources except to run the initial credit check. I listened to the sales call with the customer. Our representative asked for the last four digits on the customer’s social security however the system was not able to run the credit check on the customer based on just the last four of the social. The representative then asked for the full social and explained why we were asking for it. Once she explained this, the customer gave the full social security. Ms. [redacted] could have exercised her right to refuse the information when asked and we would have respected that, however she chose to give it to us so that we could process the credit approval. She did not mention until after giving the information that she was concerned about giving it to us. Our representative did assure Ms. [redacted] that we are a secure company and do not share customer information. I have removed the customer’s last four of her social from the account, which is all we can see once the account is created. I have replaced it with 1111. This will make her account less secure and she will have to go through verification steps when she calls in since we do not have this identifying information any longer. Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Sincerely, TINA G[redacted]

Complaint: [redacted]
I am rejecting this response because:I did receive the emailed response and shipping label from Consumer Cellular; however, by the time I received these items, I had already shipped the item back to them (PER THEIR INSTRUCTIONS), at my own expense.  The cost for postage and insurance was $22.75.  I have attached a copy of the receipt from USPS for this charge and would appreciate them crediting this amount back to me, along with the refund of the taxes originally paid for the phone ($89.00).P.S.  While their email states that they have tried repeatedly to contact me, I have received no such messages from them.  Again, it was per their instructions that I return-shipped this item. 
Sincerely,
[redacted]

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Due to the way that credits were applied I can understand how this is confusing. Mr. [redacted] had a Motorola phone he paid $107.38 for but he returned to us. He purchased an iPhone for a total of...

$171.80. A credit was applied to the total cost of the phone at that time in the amount of $46.80. This bring the remaining cost of the iPhone to $125.00 (5 payments of $25.00). There are also regular invoices involved here as well.Mr. [redacted] did not pay anything at the time when he ordered his phone. The first installment payment was due on 12/01/2016. Prior to that date we received the Motorola phone back and a credit of $60.58 was applied to his account. With this credit plus the one he received at the time he purchased the iPhone, his total credits were then $107.38; the initial cost of the Motorola. This still left the remaining $125.00 for the iPhone being owed. Mr. [redacted] also made a payment for his invoice in the amount of $46.05, which included the first installment. The credit of $60.58 was still on the account.The next invoice with installment payment 2 of 5 generated for a total of $47.87. His account credit of $60.58 was used to pay for that and left a credit balance of $12.71. Mr. [redacted] also made a payment of $45.37. He then had a credit balance of $58.08.The next invoice for payment 3 of 5 generated in the amount of $45.04. The credit balance was applied to this, leaving a remaining credit of $13.04. Mr. [redacted] made a payment of $45.04, bringing the credit balance up to $58.08.The following invoice with payment 4 of 5 has generated in the amount of $45.04. We have used the credit balance on the account for this invoice. The remaining credit on the account is $13.04. Mr. [redacted] does not need to pay this invoice as it’s already taken care of by the credits on the account.There will be one more invoice to generate with an installment payment 5 of 5. The current credit will be applied towards that invoice as well so that Mr. [redacted] only needs to pay whatever the remaining amount is.I hope that this helps clear up any confusion there may be about the installment payments.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected] www.ConsumerCellular.com

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint...

and allowing the opportunity to respond.Consumer Cellular does not advertise their phones as being unlocked and our end user agreement doesgo over our unlocking policy. The phone will be eligible to unlock on 2/4/2017 or Ms. [redacted] may pay afee of $120.00 to have the phone unlocked prior to that. I have included our terms of service at the endof this response.In regards to the cost of Ms. [redacted]’s plan, she chose a 4,000 minute plan with 500MB data and 5,000text. On 8/11/2016 she exceeded the data portion of her plan and we automatically upgraded her to thenext level to help her avoid the high cost of overages. In total she used 1,038MB of data during thatcycle. Had we not upgraded her, she would have paid $0.25 per MB for the overages which would havebeen an additional $134.50. By doing the automatic upgrade, we saved her $124.50 plus tax.I do see that on the following invoice Ms. [redacted] used less data but since she didn’t move her plandown, she was charged for more than was necessary. I have applied a courtesy rerate to that invoicewhich has lowered it from $75.03 to $60.78. The invoice is valid.3. WHAT TERMS RELATE TO MY DEVICE AND CONTENT? 3.1 My Device. You are responsible forall phones and other devices containing a SIM assigned to your Device. Your Device must becompatible with, and not interfere with, our Services and must comply with all applicable laws,rules, and regulations. We may periodically program your Device remotely with system settingsfor roaming service, to direct your Device to use network services most appropriate for yourtypical usage, and other features that cannot be changed manually. If you bought a Device fromConsumer Cellular, it may have been programmed with a SIM lock which will prevent it fromoperating with other compatible wireless telephone carriers’ services. If you wish to use thisDevice 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 certaincriteria 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 theaccount is in good standing (i.e. it has no past due amount or unpaid balance owed ConsumerCellular); (c) your Device has not been reported lost or stolen; and (d) Consumer Cellular hasthe Unlock Code or can reasonably obtain it from the manufacturer. Consumer Cellular mayallow you to pay a fee in lieu of the above criteria. The fee will be set by Consumer Cellular intheir sole discretion. For further details on eligibility requirements and for assistance on obtaining the Unlock Code for your handset, please call 1 (800) 686-4460. Devices purchasedfor use on Consumer Cellular’s system are designed for use exclusively on Consumer Cellular’ssystem and Equipment. You agree that you will not make any modifications to the Equipmentor programming to enable the Equipment to operate on any other system. Consumer Cellularmay, at its sole and absolute discretion, modify the programming to enable the operation of theEquipment on other systems. You are solely responsible for complying with U.S. Export Controllaws and regulations and the import laws and regulations of foreign countries when travelinginternationally with your Equipment.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  However, I had already replaced the defective phone and would rather CC simply credit my account for the value of the phone. I'll return the replacement phone when I receive it. Sincerely, [redacted]