Consumer Cellular

Complaint: [redacted]
I am rejecting this response because: My bill should be the same as it is every month plus one day of service plus taxes and fees for one line.  Consumer Cellular has yet to explain how one line of service which is prorated to the amount of $.36 can possibly have a tax/fees/surcharges totalling $6.40.  According to them, my current bill is $40.69.  My normal bill was always $43.93.  There is a promotional credit of $10.00 on the current bill. So if you take $40.69, add the promotional credit you get $50.69, that's what I'm being charged this month.  My normal monthly bill is $43.93.  My current bill minus my previous standard bill ($50.69-$43.93=$6.76) leaves us with a difference of $6.76.  Of that amount there was a prorated line of service charge of $.36 ($6.76-$.36=$6.40) leaving us with an amount of $6.40.  How is it possible that a line being charged $.36 could have taxes, fees and surcharges amounting to $6.40?  Here is the math on how much my bill should be charged for 1 day of service for my additional line as per their billing percentages: Consumer Cellular Surcharges and Other Charges:Fed USF Cellular: Federal                 at a rate of 16.70%      $.36*16.70%=.06FCC Regulatory Fee (Wireless): Federal          at a flat rate of $.01Operational Compliance Fee              at a flat rate of $1.08 Government Taxes and Fees:NY MCTD 186c (Wireless): Queens County              at a rate of .72%        $.36*.72%=.0025 (less than a penny and would be rounded down to $.00)Excise Tax (Wiresless): Local                     at a rate of 2.35%                  $.36*2.35%=.00846 Excise Tax(Wireless): NY                at a rate of 2.90%                 $.36*2.90%=.01044Public Safety Communications Surcharge: NY             at a flat rate of $1.20E911 (Wireless): Queens County                    at a flat rate of $.30NY Local Transit Tax: Local                   at a rate of .38%             $.36*.38%=.001368 (less than a penny and would be rounded down to $.00)
NY Sales Tax: Local                 at a rate of 4.5%           $.36*4.50%=.0162NY Sales Tax: NY               at a rate of 4.00%            $.36*4.00%=.0144 If you add all that up the total of fees and taxes and surcharges for one line for one day of use is $2.72.   I should be charged $2.72 in fees plus $.36 for usage for a total of $3.08 to my normal bill of $43.93 for a total of $47.01.  with the $10.00 promotional credit my current bill should be $37.01.  I want it adjusted accordingly.  Consumer Cellular has not provided an itemized bill to prove their over charges are correct.  My math is correct and the proof is in this letter above.    
Sincerely,
[redacted]

Please see attached.
December 8, 2015 Revdex.com Complaint ID [redacted] (Customer # [redacted]) Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We’re sorry to hear Mr. [redacted] experienced trouble porting his...

number out. We certainly don’t aim to make the number transfer process difficult, however as with any carrier we have to follow certain rules and processes when porting a phone number in or out of our service. I show that Mr. [redacted] phone number has successfully ported to another provider 12/8/2015. In reviewing the account history, Mr. [redacted] cancelled the account and his phone number on 11/18/2015. He then called us on 11/29/2015 and reinstated the account and phone number. In order to verify that a phone number is being ported to the desired carrier with a customer’s permission, the account information submitted by the new carrier needs to match the customer’s account with the current carrier. This is a standard practice that all phone carriers follow. If the account information does not match, a response is sent to the requesting carrier that they need to update the customer’s information. Only one response can be sent, then the new carrier has to resubmit the request before we can reply again. We received the first port out request on 12/3/2015 and it was denied because the account information did not match Mr. [redacted] account. Mr. [redacted] called on 12/4/15 and asked about porting out his number. The agent advised that H2O needed to resubmit the request then recommended that they call our number transfer department directly. We received a second port out request on 12/4/2015, again with information that did not match Mr. [redacted] account. We did not receive any phone calls from H2O, the port requests were submitted electronically then reviewed and responded to by our automated system. The third port request we received was today, 12/8/2015 and the request was confirmed. At this time, the number has successfully transferred to the new provider. Mr. [redacted] account has been cancelled. Because we bill in arrears for monthly service and usage, there will be a final bill for service which will be sent to the home address on file soon. If we can be of further assistance, please let us know. Sincerely, JESSICA H[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST [redacted]@ConsumerCellular.com www.ConsumerCellular.com [redacted...⇄

Complaint: [redacted]I am rejecting this response because:
 
They did not respond to my claim of excessive minutes charged when not actually used. And they could have changed the plan back to the original 20.00/month. They are nothing more than a RIPOFF Company and need to be shut down.Sincerely,[redacted]

Dear Revdex.com,
Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I’m sorryto hear that Mr. [redacted] had a negative experience with us and that he was kept waiting. The charges onhis account have all been cleared and there is a zero balance. Nothing further is...

owed.
Sincerely,
TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F 503.675.8989Corporate.Resolution@ConsumerCellular.comwww.ConsumerCellular.com

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Wespoke with Mr. [redacted] on 11/1/2016 and advised him at that time that the issue was not with hiscredit. The issue is that there is another previous account in the...

household with the same address for[redacted], his wife. We can still open an account in his name. I will have someone reach out tohis to discuss his options.He will be required to be on our Autopay program because it appears he is purchasing a phone that hewill be making monthly payments on. Once the phone is paid off we can remove the requirement forautopay.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. Thisaccount was opened 2/27/13 and cancelled upon request on 9/29/16. Prior to that, we last spoke tosomeone who identified themselves as [redacted] on 8/21/16 for assistance with making calls on...

thecellphone. We do not show a request to remove the credit card from the account or a request to cancelservice until 9/29/16. The last usage on the phone was in September 2016.
Consumer Cellular bills in arrears for monthly service and usage, so there is always a final bill whencancelling an account. The final balance on this account was $57.93 because there were two full monthsof service plus the final prorated invoice that had not been paid. The service dates for the final paymentwere 7/27/16 through 8/26/16, 8/27/16 through 9/26/16 and 9/27/16 through 9/29/16 (prorated). Thelast payment prior to that had been made on 8/18/16 for the service provided from 6/27/16 through7/26/16.
Monthly invoices were sent to the home address on file (the same address included on this complaint).We did not have a home phone number on file, so once the account was cancelled the only way we hadto attempt to collect the balance due was by mail. Prior to cancellation we did send notification via thecellphone as well as mailing address. We did not receive a response to the invoices or past due notices.The account was past due because the card kept on file for automatic payments had declined forprevious due dates, then on the last due date the credit card was successfully charged. The balanceowed was valid for service that was active until 9/29/16 and no credits or refund is due.
Sincerely,
JESSICA H[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:as I stated they lied to me about the usage minutes, and how they determined my usage. I asked them on three separate occasions and only the last time  I spoke to a representative did they tell me.if I had known when I first received notice that I was going over, I would have cancelled service then. Why are they not speaking to that. I think if a person ask a direct question about how they count the minutes they should be told. I would never take a plan that gives me only thirty minutes told time per day, I may as well had bought a minute card. Sincerely,[redacted]

Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I researched Mr. [redacted] account and on 1/15/2016 Mr. [redacted] accessed his account online and updated the card on file from ending in [redacted] to [redacted]. At that same time a payment of $31.49 was made via the...

online website. Two additional payments of $31.53 each were also made via autopay on 2/17/2016 and 3/19/2016 to the card ending in [redacted]. We did remove the credit card per Mr. [redacted] request and have not received a payment since then. Currently the balance owed on the account is $29.55. This is for the dates of 2/27/2016 – through the date of cancellation on 3/24/2016 on the amount of $29.55. This was due on 4/17/2016. Two late fees have also accrued in the amount of $10.24 each. As a courtesy, and because there was no usage during the final billing invoice, I have cleared the account balance.

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I haveviewed the picture of the phone which was denied for return and the scratch on the phone is significanthowever as a courtesy we will accept the phone...

back.We have sent another return envelope to the customer. Once we have the phone back we will credit thecharge he received for the new phone.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  yes I did order the phone/plan on line but
I did call while online and was told that contacts and voicemail messages would be transferer. I will never forget what happened and will encouarge
friends and family to think before tranfering to another company or plan.Sincerely, [redacted]

November 29, 2017Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I canconfirm that this account was cancelled on 11/17/2017 when we spoke with [redacted].The final invoice for the service dates of 11/11/2017 –...

11/17/2017 in the amount of $5.98 has been paidand the account is at a zero balance. Nothing further is owed.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F 503.675.8989Corporate.Resolution@ConsumerCellular.comwww.ConsumerCellular.com

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I’m sorry to hear of Mr. [redacted] frustration with his invoicing. After researching the account we have applied credits for the additional line fee for every month that there...

wasn’t usage. Some of those credits were done at the beginning of September. With the current credits, less the invoice that was owed on the account, there is now a credit balance of $195.08. I have requested that this be sent back to the customer. It may take up to 3 weeks to receive the refund. Sincerely, TINA G[redacted]

Complaint: [redacted]
I am rejecting this response because: I did not agree to a credit for another phone. I was told I would be refunded my $73.50 upon approval that the phone was in like new condition, which it is. I was also told they would send me a prepaid shipping label. I will also have the phone condition verified here in [redacted] before I send it to them.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]You did not address the punitive actions taken against my account with you for another individuals account of which I have no legal financial control.  You cancelled my account and blocked my phone for actions of another.  Individual responsible for the delinquent closed account is incapacitated to defend herself.  Having taken punitive actions against me could you not have mailed a bill to this address?  After long call back wait times I was able to restore my main line after specking with other individuals on recorded lines.  I am not responsible for my Mother or her bills, paid or unpaid.You have not contacted me about this past due account in a normal matter but hold me accountable through your actions against me.  Again you disregarded the main complaint.

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. I would like an apology for all the pain and suffering  I had to go through to get this phone unlocked. I ended up going into the hospital due to all the stress I have been under. I would not recommend this company Consumer Cellular to any other person I know. Because of false advertisement on the television it says that you can cancel at anytime and there is no contract to me this is false advertisement. And I want my phone unlocked today! It's a shame that I had to go through the Revdex.com to get this iPhone unlocked. I do not have a balance and I have paid for my phones and I do want this phone unlocked today. 
Sincerely,
[redacted]

Dear [redacted],
My assigned complaint, ID [redacted], includes the following response.
The credit suggested by Tina G[redacted] is $27.13 and does not include a $10.74 costwhich I have already paid by credit card for the postal expediting of a phone devicesent to me on 3/3/2016.
In other words, Consumer Cellular is claiming that they paid for the expediting costof 10.74, and that is not correct. Please review my credit card invoice, showing thatamount being charged to me.
The corrected amount is $37.87 whch is due me.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
 
Whatever it is that you are relying on Ms CC authority that just goes to prove my point. Scatter brains! I explained about having snail mail billing, or thought I did and maybe I can't write well to explain things. Sure sure. Paper billing HAD BEEN put in place. I changed my mind. As of the last billing, my account went update. My next billing date is in December. And I thought I had put my account in auto pay and maybe I shouldn't do that now that I think of it.  And if Ms CC can't figure out why my phone has been put in EMERGENCY mode ONLY, I can't help her. CC is to blame for this vicious act of putting my phone into this condition. CC must put my phone back in normal usage plan form itself. I am not going to run around looking for another phone to explain again and again considering the kind of work THESE PEOPLE do. The Revdex.com will get a copy of my account status. I am not budging from my will to make CC pay for its own time about working to put my phone back into normal plan usage form so that I can get into my memos and pictures and calendar dates which are locked this in EMERGENCY mode condition. You got that CC dummies!
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]

July 28, 2015Revdex.com Complaint ID [redacted] of Richmond, VADear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I’ve been unable to locate an account under Ms. [redacted] name. We’ve also searched the provided email address, home address and...

both phone numbers without success. Please provide the phone number that was ported so that we can locate the account and respond. We will await further information. Sincerely,JESSICA [redacted]
RESOLUTION SPECIALIST [redacted]@ConsumerCellular.comwww.ConsumerCellular.com

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. After being without phone service on one of my lines from April 11 through approximately April 20, CONSUMER CELLULAR finally got the problem straightened out. I would guess the issue hopefully is resolved. Thank you for your help.
Sincerely, [redacted]