Consumer Cellular

Complaint: [redacted]I am rejecting this response because:
I never purchased a phone from Consumer Cellular, and I certainly did not return the phone to them. As per their request I filed a police report, and the case # of that report was attched to my Revdex.com complaint yesterday. As a courtesy I list it here in my response as well ([redacted]. Deputy [redacted] informed me that if Consumer Cellular would like a copy of this police report, they can call [redacted] and ask for the records department.
Consumer Cellular's offer to waive all charges on the account because the phone was returned is not acceptible, as it does not clear this off my credit history. I want it totally wiped out, as if I had never done business with this company, because I have never done any business with them.
I had my identity stolen and that person purchased a phone using my identity, and Consumer Cellular's flippant response to my complaint feels like they blame me for this transaction, when infact they are at fault for selling something to this person without proper ID.
Sincerely,[redacted]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We called Ms. [redacted] on 1/26/2018 after she received a new SIM card. We were not able to make contact on that call but she did call in later. Her phone is working...

correctly. If Ms. [redacted] has any additional concerns, she may call us at 1-800-686-4460.

Complaint: [redacted]I am rejecting this response because:
They are full of CRAP. I’ve NEVER used that many minutes, EVER. Look online at the same complaint from other EX-customers.
Best Regards,
[redacted]

Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I’m sorry to hear that our service is not working well for Mr. [redacted]. I have checked the coverage map and his home is in a moderate coverage are, which means that there may be service issues especially within buildings.

Dear Ms. [redacted]:This is in response to your March 18th letter and Consumer Cellular's March 17th letter whichwas enclosed. Ms. Tina G[redacted], Consumer's Resolution Specialist was not sincere in implyingthat she would have sent me a postage paid envelope in which to return the phone. She nevereither wrote or mentioned that to me. As I stated in my March 12 letter, Consumer employeesjust told me to go to Targets and to intimidate me, had a collection individual call.Ms. G[redacted] mentions that the cost of returning their Doro phone is $6.80. Enclosed is copy ofthe delivery receipt signed by Kathie W[redacted] of Consumer, on February 15th, which refers to theDoro phone which I mailed from my post office on February 11th. Also enclosed is a copy ofthereceipt from the Post Office indicating that my cost for mailing it out was indeed $18.65 andnot $6.80 as she falsely claims. Additionally, I did not get the $6.80 credit as she mentions inher letter, and I am still getting email messages on my Motorola phone which I never had priorto getting the Doro phone and which I told t hem to cancel. [redacted]

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I amsorry to hear of Ms. [redacted] passing.For us to be able to unlock the iPhone, the account cannot have a balance owed. There is currently abalance owed of $74.68, which includes a late fee. As a...

courtesy I have waived the late fee and reducedthe invoicing, leaving a balance of $53.48. Once that is paid, I would be happy to unlock the phone.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALIST

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. It appears that Mr. [redacted] did speak with us on 3/25/2016. If he is still in need of assistance he may reach us at 1-800-686-4460. Our call center can be extremely busy on...

Sunday and Monday. Tuesday, Wednesday and Thursday are the best days to call us for the lowest hold times.

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We donot sell our phones as unlocked. This is mentioned both online as well as in our end user agreement. Thecustomer can cancel at any time without an early termination fee as we do not have...

contracts and if thecustomer cancels within our risk free guarantee, they can also return the phone for a refund if it’s withinthe store’s policy.All of our terms of service are in our end user guide which is sent with every new account and is also onour web site.As a courtesy I have gotten the unlock code for the phone. This does not guarantee service with anyother company. The code is [redacted].Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

Complaint: [redacted]I am rejecting this response because:
Hello,
I have just received an email from Revdex.com stating that my complaint had been closed.  I HAVE NOT received ANY  messages from Revdex.com since my notification that my complaint had been received and an email message that my complaint was under review.  Consumer Cellular actually verified the truth of my complaint.  They confirmed that they had been billing my account by my credit card number ending in [redacted] which I DID NOT give them permission to do.  I had given my banking account number ending in [redacted] for them to use. I also, was not on an auto pay system with their company which means that I chose when to pay my bill NOT THEM. They told me that they had only gotten my banking information in March, 2016 which is NOT TRUE.  I provided that information to Consumer Cellular just after I established my account with them. I assure you that I have not received any email notifications from Revdex.com about this case as I have stated above.  I do not appreciate Revdex.com lack of diligence with my case. And I ask that this case be reopened.  With the information provided by Consumer Cellular proves my complaint which was that Consumer Cellular used my credit card number to bill me when I DID NOT GIVE THEM PERMISSION TO DO SO. When I established my account with Consumer Cellular they required that I give them my credit card number to establish the account that is how they got my credit card information. I appeal Revdex.com decision to close this case.
Thank you, 
[redacted]
[redacted]
Phone: [redacted]Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: While I understand there is no longer a charge associated with this account, and I understand that Consumer Cellular did not, and will not report to equifax regarding this account, but I am not clear if this means the account, which was falsely setup in my name, has been removed. I do not want my name attached to any account with Consumer Cellular.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
There was only one complainant filed with my credit card company; which was in the amounts of $102.00 and the $350.00. How the dispute was presented to Consumer Cellular I'm not sure of.  I paid back the $102.00  (plus $25.00 late fee) balance against the advise of my credit card company and did in fact ask them to close the dispute because I was satisfied at that point.  When Consumer Cellular sent the "Return Confirmation" on 8/24/15, I thought the whole issue was done.  Then I get a bill in the mail for the $350.00, and couldn't believe that they were requesting me to pay them the balance of the IPhone which had been returned to them.  I should not be paying for merchandise which has been returned and it is not my fault how, why or when my credit card company notified Consumer Cellular of my complaint. I was protecting myself because the reps. at Consumer Cellular were not. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: This is Consumer Cellular's "SPIN" on my raised issue with them. I've heard all this before, so I'm mot surprised. It appears that we have a "he said, she said situation." Big Business plays this trump card when all else fails knowing that when it comes to a "TIE" Big Business will always win.
This $35 off a new phone is a joke. The phone they mention is pure garbage in the industry. Competition offers free phones (Samsung, i-Phones, Androids) that are worth something. What Consumer's does is truly "penny wise and pound stupid." I'll let them make that mistake and [redacted] can live with it.
Sincerely,[redacted]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Ms. [redacted] began service with us on 7/28/2016 and called to cancel on 9/27/2016. Customers are responsible for telling us that they wish to cancel their service and they are...

responsible to pay for service through the date of cancellation. On 8/9/2016 we received a phone back from Ms. [redacted]. We refunded the cost of the phone, in the amount of $75.68, back to her card ending in [redacted]. On 9/27/2016 she called and cancelled her service. On 11/30/2016 Ms. [redacted] disputed a payment she had made for service. We refunded that amount back to her card, as we are required to do, even if it’s valid. The amount was put back onto the account as being owed and a $25.00 late fee was assessed. On 2/7/2017 we spoke with Ms. [redacted] and advised her that if she dropped the credit dispute we would waive the late fee. She was advised that if it was dropped we could also then backdate the cancellation to the date the phone was returned to us and provide a refund for that period of time however; she adamantly refused to do so. Ms. [redacted] has been given the option to resolve this matter, and in her favor, however she is not willing to do so. Currently the account has a balance owed of $54.75. If Ms. [redacted] changes her mind, we would be happy to work with her. If not, the account will be assessed additional late fees and eventually will be transferred to a collection agency. I recommend that Ms. [redacted] contact our billing department immediately if she has changed her mind, to avoid the collection process. Their number is 1-888-549-4789.

Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I’m sorry to hear that our service is not working well for Mr. [redacted]. I have checked the coverage map and his home is in a moderate coverage are, which means that there may be service...

issues especially within buildings.

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Mr. [redacted]is outside of the refund period. We can replace the phone if it is in like-new condition. If he would like todo that, he may email to [email protected] and I can have someone contacthim to set that up. His warranty is valid until 3/7/2018.

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Ourpolicy is that the defective phone must be returned in like-new condition for us to accept it back. If thereturned phone is denied, the customer must pay for...

the replacement phone that we initially sent forfree.I listened to the call between the customer and the agent who setup the replacement. Properexpectations were not set. I also looked at the picture of the damage that shipping reported as thereason for the denial. Since the damage on the phone is not the cause of the defect, and because properexpectations had not been set, we will honor the return.I am sending a return label to Ms. [redacted] and I have communicated with shipping to accept thereturn when it comes back as long as there is no additional damage beyond what we notated the firsttime.Sincerely,TINA G[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. We havespoken with Ms. [redacted] about this already and she was advised that a credit check would be run. Thecall is a little over 25 minutes long so I’m not going to transcribe everything word for...

word, but here aresome bullet points.
? Customer calls in after previously calling in a few days ago. The agent verifies the voice plan; thecustomer wants to purchase a new device with no text messaging. The customer wants the Doro626 in burgundy. Agent confirms that we are still offering that phone on sale.
? Customer wants her cell number used for the contact info on her account.
? Confirmed that customer is not transferring number.
? Customer chooses to add protection plan on phone. Does not want any accessories. Is not anAARP member.
? Agent confirms spelling of name for account.
? Agent asks for the last 4 digits of the customer’s social security number.Customer “Is that necessary to process?”Agent “Yes. It’s for a standard credit check.”Customer “Oh, so you’re going to run my credit?”Agent “Just to approve the service.”Customer “Ok. Were you going to let me know beforehand?”Agent “Yes.”
? The customer goes on to ask if it’s a hard check. The agent explains that the credit point comesoff after about 6 months. The agent explains that even using just the first and last name of thecustomer will still run a credit check – the social is not required for the credit check to still berun. Customer states that putting her SSN out there makes her very worried so she didn’t wantto give that information.
The customer was advised of the credit check and she still continued through the process. The points onher credits score with Equifax will typically be there for about 6 months. To clarify on the customer’squestion during the call, our agents collect all information to process the order and before submitting itthe agent will say something along the lines of “We just need to run a standard credit check to completeyour order. Is that ok?”
Sincerely,
TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F 503.675.8989Corporate.Resolution@ConsumerCellular.comwww.ConsumerCellular.com

Complaint: [redacted]
I am rejecting this response because: the original phone may have been naught in December, but the replacement phone was in may due to all the reset steps they make you do and when they don8note it in your file, they make you start over. 
Sincerely,
[redacted]

Dear Revdex.com,
Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Ourpayment processing center is not equipped to handle cash and coin. This is why our remittance slipsspecifically state to include the check number or credit card number. It is unsafe to send...

cash throughthe mail system, and in Mr. [redacted]’s case, the cost to send the box full of pennies was quiteexpensive for him. When cash or coins are sent to the processing center they have to send thosepayments to us, which are done once a month, because they cannot take cash & coin.
Mr. [redacted] opted to send just shy of $70.00 worth of pennies to the processing center. We havenow received the pennies and applied that to his account. As a courtesy we waived one of the $10.00late fees.
Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F 503.675.8989Corporate.Resolution@ConsumerCellular.comwww.ConsumerCellular.com

Complaint: [redacted]I am rejecting this response because:  It is a lie that Consumer Cellular spoke to the account holder numerous of times who they think is [redacted] because [redacted] has been incapacitated since January 11, 2016  and is still hospitalized to this very day!  He cannot speak so I would love to know how they think that they spoke to the account holder [redacted]! Attached is a photo of my father [redacted] on February 27th 2016 where by Consumer Cellular claims that they spoke to him.  I feel that they are scamming my father for money!
Sincerely,[redacted] POA