Consumer Cellular

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. A phone order was placed via our website on 9/5/2017 at 1:27 PM. Immediately after placing the order, which would be shipped to the address listed on the account at the time the...

order was placed, the customer changed the address on her account from [redacted] 
[redacted]. Ms. [redacted] called customer service to ensure her address had been updated, but the agent she spoke with wasn’t aware an order had already been placed so the address on the order was not verified. I understand why this is frustrating for Ms. [redacted]. The order shipped on 9/6/17 via USPS from our warehouse to the original address on the customer’s account, [redacted] The tracking information for that package shows it was attempted delivery, however since the address was apparently incorrect the parcel was eventually returned to Consumer Cellular by USPS on 10/6/17. After we received the package back and spoke to Ms. [redacted] to verify where the order should be sent, we reshipped the package on 10/10/17 to [redacted] The tracking on that package shows USPS delivered it on 10/11/17 and it was signed for by J [redacted]. We will call Ms. [redacted] today to ensure she received the phone and it is properly activated and working. I’ve also applied a $10 courtesy credit to the account. We are sorry that there was a delay in receiving the order. Sincerely, JESSICA H[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]

Complaint: [redacted]I am rejecting this response because: despite information submitted by Consumer Cellular - there is no service from T-Mobile in my rural area.  This has also been the experience of other T-Mobile users-who have visited our road and not been able to connect thru T-Mobile.
Perhaps, instead of relying on a computer they might want to check the reception with a T-Mobile phone from my house.Sincerely,[redacted]

Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Iapologize for the mistake. I will get another return envelope sent to the customer so that she can returnthe phone again. Once we have it back, we will credit the charge off the account. The customer shouldexpect to see the return envelope within 10 days.
Sincerely,
TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

Complaint: [redacted]I am rejecting this response because:  Chase VISA states that they have Not received a refund of any kind to my account  from Consumer Cellular.Sincerely,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and, although I believe that I should have been offered more compensation, I find that this resolution is ok.
Sincerely,
[redacted]

Thank you for contacting us regarding this complaint and allowing the opportunity to respond. During the call on 2/23/17 the customer was quoted prices for two different devices and given the option of which to order. A new iPhone 5s was offered for $160 + tax or the certified risk-free...

return iPhone 6 was offered for $200 + tax. These are two different phone models and not the same model new vs. certified risk free return. Ms. [redacted] specifically said she wanted the larger phone, which is the iPhone 6. The iPhone 6 was only discussed as a certified risk free return. The iPhone 6 was financed for a $50 + tax down payment and $25 a month for 6 months ($200 total). Financing agreements, like the one Ms. [redacted] electronically signed, do not indicate whether a device is purchased new or certified risk-free return. Ms. [redacted] is still within 45 days of purchase for the iPhone 6 so it can be returned or exchanged. As long as the device is still in good condition without any signs of physical damage, if she would like to exchange the iPhone for a new model or a different phone she can. Ms. [redacted] would be charged or refunded if she selects a phone with a different price. To take this option, please contact customer service to set up an exchange.

Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Mr. [redacted] account was cancelled on 2/19/2016 and we did receive a payment on 2/2/2016 however that payment was for the invoice due on 1/23/2016 for the service dates of 12/1/2015 –...

12/31/2015. The amount owed currently is $34.47. This covers service, up to the date of cancellation. Service dates 1/1/2016 – 1/31/2016 in the amount of $21.01 and the dates of 2/1/2016 – 2/19/2016 in the amount of $13.46. It is the customer’s responsibility to pay for service through the date of cancellation. As a courtesy, because there was no usage in the final billing cycle, I have waived the $13.46 invoice which lowers the total bill to $21.01.

Complaint: [redacted]I am rejecting this response because:They are definetely lying about the usage, please ask them to send you a copy of the data usage and all my attempts to stop the service. I'll not keep wasting more time with this people. They have blocked me from getting any usage records try to get them and send me a copy.Sincerely,[redacted]

Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We processed a refund of $32.33 to the MasterCard ending in [redacted] on 2/13/2017 at 4:00 PM Pacific Time. This was the original method of payment used for the purchase. According to our payment...

processing system, the refund was successfully settled the same night. The release of funds for a refund can be delayed, usually no more than 14 business days however this is up to the bank’s policies. We recommend Ms. Pinto contact her card issuer. If they need further assistance, our billing department can be reached at 888.549.4789. Transaction ID: [redacted] Settlement Date and Time: 13-Feb-2017 21:57:52 PST

Unfortunately without an account number or cell phone number we cannot locate a customer account. The information provided does not belong to a customer that I can find.

Complaint: [redacted]
I am rejecting this response because: I cancelled this phone service in November 2016 and again December 2016 talking with a Cellular representative by phone when I rec'd correspondence from Consumer Cellular, both times the Cellular rep stated I owed nothing. They have also sent a bill with dates that could not have possibly been my fathers as he was mentally incapacitated in mid November and his phone was taken away. They listed a date of December 18th of last use which is the day he died and so all this information was fabricated. Hs name was also spelled wrong in which it is entirely possible this was someone else's bill entirely. After I canceled this service no less than 2X in 2016 Cellular continued to bill through Jan-Feb 2017.I have remitted payment however due to the untruthfulness and agitation caused by these people seeking to graft as much money as possible from my fathers estate, I expect to be reimbursed $150 for my time in dealing with this company. My hourly wage is $75/hr. and this issue used over 2 hours of my time dealing with this company-I believe my request more than fair considering the ethical and moral issues broken by Consumer Cellular
Sincerely,
[redacted]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. At this time Mr. [redacted] account is cancelled. We can process his phone for a warranty replacement but his phone is over a year old and is outside of the warranty so we must have a decision on this by 4/7/2016. If he decides by that date that he would like us to replace the phone under warranty, I will extend it for him. The original phone must be in like-new condition; no scratches, drops, damage, or liquid exposure.

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Ourpolicy on unlocking phones can be found in our end user guide and I will include that section at thebottom of this letter for reference.We can unlock the iPhones...

purchased in 2013 and 2015. The iPhone purchased on 10/21/2016 musteither wait 180 days to be unlocked or we can unlock it for a fee of $120.00. The other option thecustomer has is to return the iPhone. As long as the phone is in like-new condition (no scratches, cracks,drops, other physical damage, or liquid exposure), we will take the phone back and provide a refund. IfMr. [redacted] wishes to do this he must contact us no later than 12/5/2016 to setup the return. He cancontact us at 1-888-345-5509.3. WHAT TERMS RELATE TO MY DEVICE AND CONTENT? 3.1 My Device. You areresponsible for all phones and other devices containing a SIM assigned to your Device. YourDevice must be compatible with, and not interfere with, our Services and must comply with allapplicable laws, rules, and regulations. We 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 manually. If youbought a Device from Consumer Cellular, it may have been programmed with a SIM lock whichwill prevent it from operating with other compatible wireless telephone carriers’ services. If youwish to use this Device with the service of another wireless telephone carrier, you must enter anUnlock Code. Consumer Cellular will provide the Unlock Code upon request, provided that youmeet certain criteria including, but not limited to the following: (a) you have paid for yourDevice in full; (b) the equipment has been active on Consumer Cellular’s service for at least sixmonths and the account is in good standing (i.e. it has no past due amount or unpaid balanceowed 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 manufacturer.Consumer Cellular may allow you to pay a fee in lieu of the above criteria. The fee will be set byConsumer Cellular in their sole discretion. For further details on eligibility requirements and forassistance on obtaining the Unlock Code for your handset, please call 1 (800) 686-4460. Devicespurchased for use on Consumer Cellular’s system are designed for use exclusively on ConsumerCellular’s system and Equipment. You agree that you will not make any modifications to theEquipment or programming to enable the Equipment to operate on any other system. ConsumerCellular may, at its sole and absolute discretion, modify the programming to enable the operationof the Equipment on other systems. You are solely responsible for complying with U.S. Export Control laws and regulations and the import laws and regulations of foreign countries whentraveling internationally with your Equipment.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

June 6, 2016 Revdex.com [redacted] Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I have researched Mr. [redacted]’s account. It is impossible for me to determine who was at fault for the damage of the phone. What I can tell is that Mr. [redacted] has been a wonderful customer since 2012 and we would hate to lose his business. I am replacing his phone free of charge. When he receives the new phone it will come with a return label addressed to Portland, OR in which to send the damaged one and its equipment back in. As long as we receive the damaged phone back within 14 days, the new phone will not cost anything. Sincerely, TINA G[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected] www.ConsumerCellular.co...⇄

February 24, 2016 Revdex.com [redacted] Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. There was a phone that was ordered. Regardless of who sent it back, we have it back. In regards to Ms. [redacted] credit, we have not reported her account to any credit bureaus and we only work with Equifax. There would have been a credit check at the time the account was activated however the credit check would fall off after six months, and it has already been that long. If Ms. [redacted] has additional concerns about her credit and her identity, she will need to reach out to Equifax. Sincerely, TINA G[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST

Complaint: [redacted]
I am rejecting this response because: I had the phone for less than 15 days, I did not damage it. The "final" cost you waive if $10 is an extra fee you tried to add to tack insult to injury. You already took $32 for a broken phone and 15 days of service which if you look at the records it was hardly ever used. 
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:Dear Revdex.com and Consumer Cellular:
My reply to you.
I read the plan, I was not notified until I received a text message of the overage.
I would like to drop, the text message portion in order to continue using my phone, please note, I will not be able to afford both texting in the future, to apply the next category immediately to the 750 plan, I don't believe I've used that many minutes.
Sincerely
[redacted]
Sincerely,[redacted]

Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Mr. [redacted] may cancel his account at any time; we are not preventing him from doing that. We are not charging and early termination fee and there is no contract.It is clear that Mr. [redacted] will not be happy with our response which has not changed. Continuing this dialog is not productive. We will not unlock the phone unless he has been on service for 180 days ormoves outside of our coverage areas.
Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALIST

Revdex.com:
After I told Consumer Cellular that I had contacted the Revdex.com regarding my complaint, they emailed me that they had applied the $7.50 credit to my account, so the issue is resolved.  ThanksSincerely, [redacted]