Consumer Cellular

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]

Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Ms.[redacted] did pay the final balance due for service, which was $60.18. The credits were applied and a letterexplaining the balance was mailed 1/29/2016. The payment was received 3/14/16, at which...

pointadditional late fees had accrued.Since the balance for service was paid in full, the late fees have been waived and nothing further is due.If we can be of any additional assistance please let us know.Sincerely,JESSICA H[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

Complaint: [redacted]I am rejecting this response because:Invoice has already generated on 01/14. Moreover When I was given holiday promotion for each lines then no one mentioned that it can't be refunded or can only be adjusted against the invoices. Retail location has refused to accept the returns of the SIM card as they were already opened. They don't accept opened SIM card packages. I have cancelled my accounts after 30 days trial period. As a regular customer, if a consumer cancels an account then any credit balance on his account has to be refunded hence I am eligible to get that refund and it seems that consumer cellular was a wrong intention to not payback the customer. I will be sharing my experience on all the forums & with my corporate HR. I would also like to escalate it to next level & file a case with Wireless Ombudsman. That is my hard earn money & I want my refund. Sincerely,[redacted]

Revdex.com [redacted] Dear Revdex.com, Mr. [redacted] has an email that he can now reach me through directly. In regards to his concern; until Mr. [redacted] has a confirmed 3G or above phone in which he can put his SIM card, there isn’t much that we are able to do. 2G is no longer a maintained technology and is being phased out. We are unable to submit a ticket for phones that aren’t at least a 3G phone. Mr. [redacted] stated in his recent email to me that he is going to try to call us tomorrow since we have been unsuccessful in contacting him. 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 have emailed receipt to [email protected] and I have faxed it. I did all of that at 8:00 am on 11-14-18.  I've called about it twice since then and the reps. have no record of it. I can send proof of the email I sent to billing if necessary.
Sincerely,
[redacted]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. It appears that we communicated with Ms. [redacted] through Facebook on 9/22/2017 and she was provided a credit for the international text message at that time. If international...

calling and messaging is not something that Ms. [redacted] will be using, I recommend that she have us remove the feature off her line of service. She may do so by calling us at 1-800-686-4460. Sincerely, TINA G[redacted]

November 10, 2015 Revdex.com [redacted] Dear Revdex.com, On 10/15/2015 we received a call from the customer and she advised us that she wanted to transfer her number. For us to do that the account must remain active. Once the transfer completes, then we cancel the line. The customer has made it clear that she does not want service with us and since we have had no request to transfer her remaining line, I have cancelled her account as well. As a courtesy I have waived her invoice. Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Sincerely, TINA G[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST [redacted]@ConsumerCellular.com www.ConsumerCellular.com [redacted...⇄ [redacted]

Revdex.com Complaint ID [redacted] (Customer # [redacted])Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Thisaccount was opened on 11/8 and the number transfer process was started the same day. Transferring aphone number from a land line...

carrier can take much more time than transferring a wireless number.This can vary depending on the land line carrier. I understand that there was an unusual delay insuccessfully transferring the customer’s phone number. Our porting team was working on this numbertransfer and checking on it daily. When transferring a phone number we submit a request to theprevious carrier and have to wait for their response. They set a “due date” telling us when we willreceive the response. If the old provider does not release the number for any reason, the process startsover again and are given a new due date each time. In this case, we repeatedly received a response thatthe name did not match the Windstream account in spite of our attempts to verify the name on theaccount before each resubmission.Below is a list of the contacts we had with the customer, Windstream and our escalations teams. Wecontacted Windstream multiple times to try to resolve the transfer. The transfer finally completed on12/9/16 and the Consumer Cellular service was finally fully active. Between 11/8/16 and 12/8/16, thecustomer had split service meaning their Consumer Cellular phone was active for outgoing call butincoming calls were still routed to their Windstream service. I have applied a credit of $21.63 to theaccount which will go towards the invoice. We’re sorry the customer experienced a delay in completingthe number transfer. If they experience any additional issues please do let us know.11/14 Customer contacted us about port in from Windstream. We recommended they contactWindstream as we had not yet received a response to the port request.11/14 Customer called back we advised we were waiting for a response from Windstream, the due datewas 11/1711/16 Customer called checking on port, port was in acknowledgment again with a due date of 11/2111/16 Customer escalated we reviewed time frame for landline port.11/23 We received a resolution required response and updated the name on port and resubmitted; wereceived a due date of 11/28 for a response from Windstream.11/27 We received a resolution required response and again updated the name on port andresubmitted; we received a due date of 12/2 for a response from Windstream.11/29 A porting specialist called the customer, reverified Windstream account info and emailedWindstream for assistance.11/30 Customer called in escalated to a supervisor, advised that we have been in contact via email withWindstream and we are waiting for response. We verified again customer info. Customer name is listedas [redacted]. We advise we are following up with the port and will contact her when we have anupdate.11/30 A porting specialist contacted Windstream to see if we can get a response on port request sooner.We were advised we need to resubmit the port with correct name “[redacted].”12/1 A Senior Specialist took over port and contacted customer- verified info and the there are no otherservices attached to the line. There were none so it should be a simple port. Escalated to our networkprovider AT&T for additional assistance.12/3 Called customer to check in and advise on status of escalation12/4 Called customer to check in and let her know we are still waiting on a response. Let her know wewould contact her once we got a response.12/5 Customer called in and was advised that we are still waiting on an update.12/5 Customer and son called in and was transferred to the Senior Specialists. Assured son we are doingeverything we can. Went over process and advised we have sent the request and have escalated theport. We will contact them when we have a response.12/6 We requested an update and were advised to allow 48 hours as the port was being worked by thewireline escalations team.12/7 Port was confirmed by Windstream releasing the number with a due date of 12/8. Called andspoke with customer and advised that we have a confirmation. She should be able to receive calls by12/9. Advised to call us if she does not, left specific instructions on account to transfer call if she callsback.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] paid the balance of $56.42 that was due on 6/28/16. The remaining balance of $2.51 has been waived as a courtesy since this was only for 3 days of service and there was...

no usage in that period. The account balance is zero, however nothing is due to Mr. [redacted] as a refund. The payments made on the account were for valid bills for active service through the cancellation date. We are actively hiring representatives to assist with long hold times. We recognize the issue and are working as quickly as possible to have more representatives available to answer the phones. Sincerely, JESSICA H[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected] www.ConsumerCellular.co...⇄

Complaint: [redacted]I am rejecting this response because:
Even though, as I said in my original complaint, that yes, buried in the terms and conditions that is not referenced when you are purchasing but is a link at the bottom of a page (not the purchasing page either) does state that there is a 180 day moratorium on doing anything. that This is not straightforward nor clear, the fact that I would have to somehow know to go look for it and then I would have to ream through a large document looking for that which I did not know to look for is misleading at best.
 
All that I ask, is that after many years of good service and on time payments that I can after paying in full a common retail price for a phone that you just let me have it unlocked, that is not too much to ask is it? Asking me, in a no contract setup (that at least is screamed from the rooftops)out of my moratorium, period, contract, or whatever it is you would like it referred to as it seems no different than if I had signed a contract.
Allowing me to pay almost the price of the phone again just to keep it is not very enticing either.Sincerely,[redacted]

Complaint: [redacted]
I am not paying another penny for your crappy service. Send me to collections. Your company is a rip off and I feel sorry for the elderly that you are stealing from daily!! 
Sincerely,
[redacted]

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Ms. [redacted] receives a 5% discount of the plan cost. Her plan currently costs $70.00 per month. We provided a discount of $3.50 which is 5%. The discount is correct. The original amount and the...

discount are shown on page one of every invoice. Here is what this looks like.
The increase to Ms. [redacted] invoicing is the increase in her plan limits. She had been on a lower data and text plan. The system had upgraded her plan from 500MB to 1.5GB as she had exceeded the smaller plan. This change was made on 7/18/2016. Then someone went in, via the customer’s online account on 8/26/2016, and increased the plan again. Each plan increase is in $10.00 increments so these two changes increase her monthly bill by $20.00. Ms. [redacted] is welcome to change her plan back down if she no longer wants and needs the higher plan.It does cost $10.00 for every additional line. Additional lines are not free and we don’t have a family plan where additional lines would be free. What we do have is free calls between any phone numbers on the account.
Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [redacted]@ConsumerCellular.com www.ConsumerCellular.com

[redacted] Portland, Oregon 97224 [redacted] www.ConsumerCellular.com [redacted]@ConsumerCellular.com September 2, 2015 Revdex.com [redacted] Dear Revdex.com, The damaged phone was sent back to the customer on 8/28/2015 with the tracking number of [redacted]. Per [redacted], this package was delivered on 8/31/2015 at 4:36PM. I recommend that the customer check with the front desk for the package. The other phone we have in our possession. A credit was given to the customer in the amount of $64.95 and was applied to his account. There was an invoice owed on the account in the amount of $20.57 which was set to automatically be paid on 9/12/2015. The credit was applied to that invoice, leaving a remaining credit of $44.38. I have requested that our account group send the customer those funds. A check will be printed on Friday and will be mailed to the address on the account. The payment due to be taken on 9/12/2015 will not occur since this credit covered that invoice. This account is not in [redacted] name. It is in [redacted] name which means that all refunds and processing will go through with his name and the address located on the account. If [redacted] would like to assume financial responsibility for this account, [redacted] and [redacted] must call in and we will transfer the account into her name. Until such time as she takes over the account, all transactions are under [redacted] name. Nothing further is due to the customer. Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Sincerely, TINA G[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T [redacted]@ConsumerCellular.com www.ConsumerCellular.com

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I’m sorrythat Mr. [redacted] had such a difficult time in trying to get his issue resolved. I had one of my techniciansreach out to him and we have sent him a...

replacement phone.We are also looking at coaching and retraining in regards to our troubleshooting and warrantyprocessing.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

November 14, 2017 Revdex.com Complaint ID [redacted] (Customer # [redacted]) Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. A refund of $214.00 was submitted to the card ending in [redacted] on the morning of...

11/06/17. It was settled successfully on November 6, 2017 at 21:43:26 PST. It generally takes 48 to 72 hours for a refund to be posted by the bank, but this varies based on the policies of the financial institution and may take longer. Some institutions take several days to process refunds. Ms. [redacted] contacted Consumer Cellular on the 11th and said that she doesn’t have this card any longer but her bank assured her the refund would process. It’s possible this has contributed to the delay, but that is something Consumer Cellular can’t address. If she still has not received the refund, please contact the bank to see if they have a record of it. Sincerely, JESSICA H[redacted]

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. That Ms.[redacted] opted to send the letter expedited and with a return receipt was her choice. That does add onextra cost to shipping and we will not credit for that. I did apply the credit to Ms. [redacted] account on3/17/2016. She can see proof off this by looking at page one of her most recent invoice. Her invoice was$20.27 but she only paid $13.47 because of the credit I applied

Complaint: [redacted]
I am rejecting this response because: First and foremost I am DR. [redacted] or MS. [redacted], not Mr. [redacted].  Second, I will be having my computer expert in to sync my phone to my computer; I don't trust Consumer Cellular to do it.  Last, but certainly not least, my phone went kaput on the 19th and I didn't receive a replacement until the 24th.  I believe the phone sent to me was a refurbished phone and NOT a new one because there was no plastic to peel off the face of it.  Very unhappy with the service (or perhaps I should say lack thereof).I also didn't appreciate someone telling me to "hop on down" to [redacted] or [redacted] and buy a new phone.  Maybe its generational but does anyone have any manners these days??
Sincerely,
Dr. [redacted]

12447 SW 69th Avenue  Portland, Oregon 97223800-686-4460 May 22, 2017Revdex.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]’s service was interrupted on 4/20/17 due...

to a past due balance. Once the past due payment was made on 5/10/17, the service was reinstated. The next day, Ms. [redacted] called because she couldn’t get her iPhone to power on. The agent assisted with plugging in the phone to see if it would take a charge and it was unresponsive. We referred Ms. [redacted] to an Apple store for in-person support to troubleshoot the problem.We didn’t hear back from Ms. [redacted] until receiving this complaint. We called and spoke to Ms. [redacted] on 5/16 and performed troubleshooting to try to identify the source of the problem. The phone not turning on was unrelated to the service interruption, however due to the length of time the phone was not being used it’s not unusual that it would need to be fully charged again to power on. The phone was still not taking a charge, so Ms. [redacted] went to a local [redacted] store, one of our retail partners, for additional assistance. In the store they identified that there was gum or a similar substance in the charging port which prevented the phone from being able to charge and therefore power on. Once that was removed, the phone began working normally.If we can be of further assistance, please let us know.Sincerely,[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. The release of a phone number to a new carrier is dependent upon the old carrier. Consumer Cellular, as the new carrier, submitted an electronic request for the phone number and...

include the account information provided by the customer. The old carrier then determines if the information matches their records and either releases the number or denies the request. The first request we submitted to [redacted] was denied as incorrect account number. Consumer Cellular contacted Mr. [redacted]’s old carrier multiple times and we were unable to get the number released using the information Mr. [redacted] provided. During the last phone call, the agent with [redacted] told us to resubmit the port request omitting the last digit of the account number Mr. [redacted] was given. When we did that, we received a denial response that the Password/PIN was incorrect. At this point, Mr. [redacted] decided to take a new number instead of porting his [redacted] number. The service with Consumer Cellular is now active on the new number and the port request from [redacted] has been cancelled due to no resolution. We recommended Mr. [redacted] contact [redacted] to cancel the service if he no longer plans to pursue porting the number out. We’re sorry that this was not able to be resolved quickly and easily. Sincerely, JESSICA H[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.[redacted] F 503.675.8989 [redacted]@ConsumerCellular.com www.ConsumerCellular.com

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] This company is fraudulent! The day I signed up with Consumers online, I asked all the questions most people would ask, such as, are we in your coverage area, will our cell phones work on your network, all questions were answered yes by their online representative. What Consumers should have done is make sure we were in their coverage area and that our phones were compatible with their network, before contacting [redacted]'s and porting our phone numbers and terminating our 15 year relationship with them. Because Consumer's have uneducated employees, shouldn't mean they can scam people to joining their company and once they join and lose their old cell phone plans with another company, come back and say, oh lol, sorry but you're not in out network coverage area, oh and lol, sorry, but your phones won't work with us either. That's just a terrible way of doing business, and fraudulent in everyway. We feel we should be reimbursed for our loses due to their inadequate business practices. The amounts, I disclosed in my original complaint. Consumers shouldn't be allowed to scam people, they forced us to lose our cell plans from [redacted]'s that they don't even offer anymore at a cost of $25 per month. We are retired and on a set monthly income, and the only reason for leaving [redacted]'s for Consumers was because we would have saved $15 a month. We feel we should be compensated, and Consumers forced to better educate their employees before luring people into their company. Sincerely, [redacted]