Consumer Cellular

Complaint: [redacted]
I am rejecting this response because: We turned off WiFi assistance the second we received our phones 2 years ago and there are no unnecessary apps. running in the background. I diligently connect to WiFi when traveling and when going to stores and restaurants. Consumer Cellular should be honest regarding [redacted] cellular coverage in our area.  My husband had to go back to [redacted] ( at a HIGHER monthly fee) because he could not get BUSINESS CALLS OR VOICE MESSAGES in our home.  We have to KEEP CELLULAR DATA ON in our own homes to send and receive text messages which I think is contributing to the increase DATA usage.  I will call [redacted] to see if there are other settings I can change to avoid using DATA.  
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because: I signed up for a $45 plan, not $234, and I won't be paying that, just the $45Sincerely,[redacted]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. It appears the Ms. [redacted] concern is over her Wi-Fi. This does not have anything to do with the cellular service or cellular coverage and changing to another provider will not change the...

availability of Wi-Fi. In our end user agreement we state that unlocking phones is at our sole discretion. Our policy is that a customer must be with us for 180 days before we will unlock their cell phone. Their account must also be up to date and the phone paid off. 3. WHAT TERMS RELATE TO MY DEVICE AND CONTENT? 3.1 My Device. You are responsible for all phones and other devices containing a SIM assigned to your Device. Your Device must be compatible 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 settings for roaming service, to direct your Device to use network services most appropriate for your typical usage, and other features that cannot be changed manually. Devices purchased for use on Consumer Cellular’s system are designed for use exclusively on Consumer Cellular’s system and Equipment. You agree that you will not make any modifications to the Equipment or programming to enable the Equipment to operate on any other system. Consumer Cellular may, at its sole and absolute discretion, modify the programming to enable the operation of 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 when traveling internationally with your Equipment.

February 13, 2018 Revdex.com Complaint ID 12660229 [redacted] (Customer #[redacted]) Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Mr. [redacted] signed up for service with Consumer Cellular over our website. An industry standard...

credit check is performed for anyone signing up for service to determine their approval level for financing and payment options. There is a disclaimer on our website with information about the credit check. The image on the left below is on the right side of the screen during the shopping and checkout process. If you click “view our credit terms” the additional information in the second image appears. This is a valid credit check that is required to initiate service. Mr. [redacted] has since cancelled his account within our Risk-Free Guarantee period and will not be billed. We’re sorry that our service did not meet his needs. Sincerely, JESSICA H[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [redacted]@ConsumerCellular.com www.ConsumerCellular.com 12447 SW 69th Avenue ? Portland, Oregon 97223 800-686-4460 ? www.ConsumerCellular.com ? [email protected]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Letters that come into the company are given to me and I in turn respond, or one of my employees does. I don’t’ see that we received a letter from Mr. [redacted] addressed to John. I did...

receive another complaint from the customer through the FCC which I responded to on 7/15/2016. Since we don’t have the letter that the customer is referring to, he will need to advise me of what was needed so that I can properly respond. I listened to the call with Thomas. While I agree that he could have handled this call much better, and I will be addressing that with his supervisor, he gave correct information which was that we did not have the customer’s phone, the one that he wanted unlocked, listed in our system and therefore we did not have the ability to do anything from our side.

I am unable to add the response document due tot he other documents, so I have copy/pasted it here.
 
P.O. Box 7175  Pasadena, California 91109-7175800-686-4460  www.ConsumerCellular.com  [email protected] 21, 2016Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We did not hang onto the number. The information was submitted incorrectly to us. I understand that Ms. [redacted] provided the company with the correct information, but they did not send it to us properly. This is not uncommon. Regardless, it was transferred out and the account cancelled on 3/25/2016. We did not bill for service past that date. There have been late fees added due to non-payment. I have included all the invoices from the final invoice, where on the second page under Monthly Summary it shows the dates she was billed for (3/18/2016 – 3/25/2016), as well as the invoices where late fees were added.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected] www.ConsumerCellular.com

Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I’m sorry that Ms. [redacted] was without service for a portion of time. I have looked over her account and based on her usage, she was billed at the best rate possible. During the first invoicing period she used...

3,919 voice minutes, 615 text and 4.10GB of data. The invoice total for her two liens of service was $126.83. Ms. [redacted] is autopay required which means that there must be a valid credit or debit card on the account that we will take payments from. Should we attempt to take the payment for an invoice and the card declines, the account is immediately shut off. On 12/22/2016 Ms. [redacted] made a $100.00 payment through our phone system, leaving a balance of $26.83. On 12/23/2016, the due date of the invoice, we attempted to take the remaining balance but the payment did not go through so the account was cancelled. Once Ms. [redacted] paid the remainder, just a short time later, we reactivated her account. The issue with Ms. [redacted] getting her service to work appears to be that she was trying to use a phone from another provider but the phone was not unlocked. Ms. [redacted] asked that we do not start the transfer of her numbers until 11/21/2016, per her call to us on 11/6/2016. On 11/18/2016 Ms. [redacted] asked us to go ahead and start the transfer. Once we began the transfer of the numbers it went through very quickly; within about an hour. As a courtesy I have provided a $10.00 credit which is the price difference from the unlimited voice plan to the 4,000 voice plan. The credit also adjusts for the associated taxes. Ms. [redacted] has a credit on the account in the amount of $10.81 which will be applied to her next invoice.

Revdex.com [redacted] Dear Revdex.com, Usage can be delayed for 24-48 hours. When it gets down to the last few minutes before midnight on the closing of the bill cycle, this can be difficult to gauge if a customer is coming so close in their usage. Once the bill cycle ends, we give the towers...

about two days to finish getting us all the usage that happened at the end of the billing cycle because of this delay. The customer has already had one bill adjustment within the last year, due to overages, and we are therefore unable to lower the cost on this invoice. The invoice cost is $158.86, $130.34 of which has been paid. There is a remaining balance on the account of $28.52 and is due by 10/31/2015. Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Sincerely, TINA G[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I don't understand what I'm suppose to do now I don't want to pay the amounts of money consumer cellular is saying I owed them because is incorrect I want then to check and correct this error is not fair that I have to pay for something I didn't recieved
Sincerely,
[redacted]

June 19, 2016 Revdex.com Complaint ID [redacted] (Customer # [redacted]) Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Our plans are built at price points; $15, $20, $30, $40 etc. We decide how many minutes we are...

able to provide for that price point. Throughout the years we have kept our price points the same but given our customers more minutes. Ms. [redacted]’s monthly cost, with the exception of tax increases, has not changed. We have given increasing amounts of minutes for that price. When we make these changes customers are advised on their invoice prior to the change. If the customer no longer wants to be on that price point because the available minutes has increased, the customer may call us to change their plan at any time. We previously addressed this issue via a complaint filed with the FCC on 6/8/16. At that time, as a one-time courtesy we provided Ms. [redacted] a $15.00 credit, plus tax, for the difference in cost from the $15.00 plan to the $20.00 plan. Going forward the customer will need to manage their account. We are almost certain to have other plan changes as time goes on and Ms. [redacted] is responsible for reading the alerts on her invoices and making changes as she needs to. Sincerely, JESSICA H[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected] www.ConsumerCellular.co...⇄

We would like the opportunity to assist Mr. [redacted] however he did not include any information for us to positively locate his account. Please reply with the account number or the cell phone number so we can address the issue. Thank you.

Complaint: [redacted]I am rejecting this response because:
Here is my IMEI # [redacted] to be able to unlock the phone. 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]

November 3, 2015 Revdex.com [redacted] Dear Revdex.com, Mr. [redacted] purchased his phone on or about 3/4/2014. At this point the phone is no longer under a manufacturer’s warranty. He does not have insurance through us so I am assuming the insurance that...

is referenced is through [redacted]. Unfortunately we do not have any control over their insurance and whether or not they will replace a phone. My best recommendation is for the customer to request to speak with a manager at the store to see if there is anything further that they would be willing to do for them. Another option would be to purchase a Bluetooth device instead of one that plugs in. There are many different varieties and there’s even one that goes around the neck. We don’t sell these but they can be found online and at electronics stores. I’ve included a picture of what I’m talking about for reference. 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...⇄

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. On3/31/2017 we received a call from Mr. [redacted] stating that he was getting a message on his phone;incorrect password. He was unable to unlock his phone. At that...

time the agent helped him to do a resetof the phone to see if that would resolve the issue. Mr. [redacted] was unable to stay on the phone with usand stated he would call back if the issue persisted.On 4/5/2017 Mr. [redacted] stated he couldn’t connect to his Wi-Fi and didn’t know the password. Weadvised him to contact his internet provider for assistance getting the password. The customer called usback a short time later, still unable to get connected to Wi-Fi. He attempted to unlock his phone with his4 digit password however he was unable to enter the correct pin to get the phone to unlock. Mr. [redacted]was advised that having a pin code set to the phone and not being able to turn it off means that we areunable to assist any further and the phone becomes no longer eligible for replacement. The pin code is anumber that the customer chooses and a setting the customer turns on. We do not have any access tochange this or remove it. The customer must remember the code they chose.Mr. [redacted] was asked what he would like to do with the account since his phone was no longer usable.He responded by saying “What do you think?” and he ended the call. Based on that response wecancelled the account.At this time Mr. [redacted] has the option ot purchase a new phone. If he is able to remember his pinnumber so that he can unlock the phone and turn the pin lock feature off, we would have additionaloptions available.I have waived the invoice that generated as there was no usage.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALIST

February 12, 2016 Revdex.com [redacted] Dear Revdex.com, Mr. [redacted] had service with us from 10/4/2015 until he cancelled on 1/30/2016. During the first billing cycle there were 89 voice minutes and 769.51 MB of data used. Mr. [redacted] was on a 500 MB plan and...

the additional data that exceeded the 250 MB plan was billed as overages. The original cost of this invoice was $94.21. As a courtesy we did a rerate on the invoice to reflect as if he was on a plan that would have better suited his usage and it was reduced to $39.70. For the next invoice, the customer raised his data plan to our 1.5 GB plan. The increase in the data plan is what caused the increase in that invoice and it was $41.93. He then lowered his plan for the third and fourth invoices. Currently the invoices that are owed are as follows: 12/4/2015 – 1/3/2016 in the amount of $30.81 1/4/2016 – to the date of cancellation 1/30/2016 in the amount of $17.83 Total amount owed is currently $48.64. There was usage up to the date of cancellation and these invoices are valid. In regards to the cell phone that was purchased; it was bought at a retail location. Mr. [redacted] would need to return it to the store from which he purchased it in order to get a refund, however with how long ago it was purchased I doubt that it would be accepted. We’re sorry to hear that Mr. [redacted] felt that our service was not right for him. At this time late fees have not been added. I have set a payment arrangement to avoid the account going through further collections efforts. The account will need to be paid off prior to 3/24/2016 to avoid falling back into collections. Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Sincerely, TINA G[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST [redacted]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Service is billed through the date of cancellation, which is 2/28/2017. When we spoke with Mr. [redacted] on 2/20/2017 he stated that he didn’t get service in his home but did get...

service outside his home. Prior to that he also stated the nearest tower was 5 miles away from his home. Mr. [redacted] appears to have known that service was not good at his house yet he kept the service. The amount that is owed is for the dates of service 1/26/2016 – 2/28/2016. That amount was originally $20.66 however we applied courtesy credits to that amount which lowered the invoice to $15.16. This amount is valid and needs to be paid by 74/23/2017 or will be at risk for further collection efforts. There was usage on the line through 2/28/2017.

Complaint: [redacted]
I am rejecting this response because: your company made no attempt or effort to respond or remedy the lack of service on the days that were most critical... Interruptedto  service, no service. Please make the adjustments for the minutes used (billed at $33.23) and remove me from your email and customer lists. Please make no further request for payment. [redacted] 
Sincerely,
[redacted]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Mr. [redacted] started service on 6/17/2017. The account was suspended due to non-payment on 1/10/2018. The account has been paid off and nothing further is owed however, on...

1/30/2018, there was a balance of $85.64. This was comprised of three invoices. $25.88 for the dates of 10/15/2017 – 11/14/2017, $26.33 for the dates of 11/15/2017 – 12/14/2017, and $33.43 for the dates of 12/15/2017 – 1/30/2018. Mr. [redacted]’s invoices did have taxes and fees on them but he carried a credit balance on the account so he may not have realized the actual bill cost. I have included snips of the billing summary from all invoices below which shows the taxes. Sincerely, TINA G[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. I amsorry to hear that Ms. [redacted]’s phone was stolen. Once this was brought to our attention on July 5ththe agent cancelled the...

account to prevent the stolen phone from being used and Ms. [redacted] frombeing billed. When an account is cancelled, any balance remaining for financed equipment becomes dueimmediately. This is covered in the lending agreement electronically signed by the customer before theirequipment is shipped. Lost or stolen equipment does still have to be paid for and will not be refunded.The protection plan Ms. [redacted] paid for monthly is provided through SquareTrade and is not aninsurance plan. SquareTrade protection extends the original manufacturer’s warranty for at least threeyears and covers any type of physical or water damage as long as the monthly premiums are paid.Unfortunately, SquareTrade does not cover a lost or stolen device.In order to transfer a number to a new provider, that number has to be active. While Ms. [redacted]’saccount was cancelled, the number could not be ported out. In order to reinstate the line of service andallow the port out to occur, we had to escalate the issue to our network provider. The reactivation wascompleted on 7/10 and we contacted the customer to let her know the number was reactivated andcould be ported out any time. If Ms. [redacted] would like to, she can still port the number to her newprovider and keep the number.Since we haven’t heard from Ms. [redacted] since we contacted her on July 10th, I have gone ahead andcancelled the account to prevent further billing. To arrange the port out, please contact my departmentdirectly at [email protected]. The number can be activated and ported outuntil August 1st, after that date we will not be able to resume the number to release to another carrier.Sincerely,JESSICA H[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]