Consumer Cellular

Revdex.com:Please refund to the original form of payment, the credit card ending [redacted], if at all possible. Otherwise, refund check is acceptable (please provide more "specific" time frame, such as 3 weeks or 6 weeks.)
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]

Date:       March 1, 2016
First, thank you both – Revdex.com & Consumer Cellular – for replying to my complaint.
Ms. G[redacted] has made two offers in response to my complaint: a) to review my credit and consider my application for EasyPay, a substantial change from the company’s refusal to review my creditworthiness; and b) to cut in half the amount of time needed to establish a bill-paying history and thus become eligible for EasyPay without a credit check.
These offers demonstrate a willingness to resolve my complaint, and I believe that many people would consider them adequate. Indeed, the credit review is one of my own suggested resolutions.
However, it should not take complaints to Revdex.com, to the FTC, the Rhode Island attorney general and Consumer Cellular’s CEO, to achieve this common sense resolution.
Further, the offer comes too late in terms of my personal situation. I have since purchased an iPhone 6 directly from Apple, using that company’s 12-month, interest-free payment program, which went without a hitch after I temporarily unblocked reports from all three credit rating agencies.
More importantly, Ms. G[redacted]’s  reply to Revdex.com does not deal with the other part of my suggested resolution – the most important part – which is to ask that Consumer Cellular desist from what I consider misleading advertising and sales as it affects other consumers in positions similar to mine.
Ms. G[redacted] does not address my assertion that I was caught in a deceptive sales practice: attracted by an offer of convenient monthly payments through the EasyPay program, I found myself excluded by Catch 22-style rules that were explained neither on the Website nor in my conversation with sales representative when I originally signed up, but only after I was enrolled as a service customer and later tried to buy a phone.
I suspect that I’m not the only customer similarly boxed in, which is why I would like Consumer Cellular to change its approach in common sense ways: a) to clearly explain the limitations on EasyPay access in written and verbal communications with customers; and b) to review the credit of any customer who wishes to use EasyPay, regardless of whether his or her credit was checked at the time of account signup.
For these reasons, I respectfully reject the company’s proposed resolution.
 
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]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. This account was transferred to an outside collections agency, Professional Credit Service (PCS) in 2014. Consumer Cellular did not report to a credit bureau, however PCS...

may. To review the account history, this account was cancelled on 3/25/14 when the customer transferred their phone number to another provider. The service was being used through the cancellation date and the customer was not billed for any service after 3/25/14. The amount due to Consumer Cellular was valid for service provided and used before cancellation. The balance is now owed to PCS, not to Consumer Cellular, and we do not know the total amount due at this point. For any questions about the account or balance, please contact PCS at 800-972-1635. 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: there was nothing wrong with the service the problem was the phone  and they're unwillingness to do anything about it except diagnoss  it which I did several times at cost and inconvience to me . after doing this several times I got tired of hearing they're  only solution the same thing over and over and hung up on the last two since they refused to do anything about the PHONE other than the same bull of diagnosing which failed on previous tries which they do not acknowledge I made [redacted]

Thank you for contacting us regarding this complaint and allowing the opportunity to respond. This account was cancelled upon request on 1/9/2017. Consumer Cellular bills in arrears for monthly service and usage, so when service is cancelled there is always a final bill for service through...

the cancellation date. The final balance on this account was $15.66 for the service dates of 12/15/16 through 1/9/17; this was due 2/2/17. We received an email from Ms. [redacted] on 2/6/17 asking why she had a balance; a reply was sent on 2/8 explaining the charges and recommending she make a payment to prevent a late fee. Since the balance remained unpaid and we did not receive any further contact from Ms. [redacted], a late fee of $10 was added on 3/14/17. We received a payment of $15.66 on 3/23/17. Since the charges for service have now been paid, we will waive the $10 late fee, nothing further will be due.

September 20, 2017 Revdex.com 12394318 [redacted] Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I’m, sorry to hear that Mr. [redacted] has been frustrated with our customer service. It appears that the...

balance has been paid off and in good standing. Mr. [redacted] will need to check his credit report to see if the paid debt is listed on there. If so, he may go online Equifax to file a dispute it with them. The web address is https://www.ai.equifax.com/CreditInvestigation/ Sincerely, TINA G[redacted]

Complaint: [redacted]I am rejecting this response because: Consumer Cellular has not adjusted the plan according to the 12/8/2016 call made by Mrs. [redacted]. The plan would reduce the monthly amount to about $50 per month. The billing is not reflecting that change. That would decrease the total amount due from 12/8/2016. Sincerely,[redacted]

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We havetried calling Ms. [redacted] however the home phone we have listed for her appears not to be valid.We have applied credits on the account based on the usage which has lowered the amount owed to$40.66. These charges are valid.If Ms. [redacted]’s phone is in like-new condition (no drops, scuffs, cracks, gouges, liquid exposure, otherforms of physical damage) we can extend the return period for the phone and refund the price she paid.If she wishes to do this I can setup the return but I must have a response no later than 7/17/17 as thephone is well outside of the return policy.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 find that this resolution is satisfactory to me. Sincerely, [redacted]

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. In thebilling cycle that ran from 3/1/17 through 3/31/17, a total of 7.88 GB of data were used. This is a verylarge amount of data that is much more than incidental use of a smartphone. The usage...

was reportedregularly throughout the month and though we made several courtesy calls and texts to alert of theusage amounts and plan upgrades, we did not receive any contact from Ms. [redacted]. We did speak to[redacted] on 3/5/17 when she specifically asked for assistance with how to use the internet on thephone.This usage did come from the customer’s phone and billing is valid. If Ms. [redacted] would like to disabledata on her smartphone to prevent unintentional usage, she may do so by following the belowinstructions. We would also be happy to speak with her to answer any other questions she has aboutdata usage or her service. Since the March billing cycle ended, we have only received a small amount ofdata usage from her device, in the April bill cycle 121 MB were used which was within her plan limitsand incurred no additional charges.The total balance currently due is $132.68 and includes invoices for the service dates of 3/1/17 through3/31/17 and 4/1/17 through 4/30/17. In order to keep service active, $101.94 needs to be paid by5/17/17 and $30.74 needs to be paid by 5/22/17.To disable or enable data on the Doro 824 SmartEasy, both of the below settings need to be disabled:Cellular Data: Menu ? Settings ? Mobile Data ? toggle the switch at the top of the screen (the wordto the left of the switch will tell you if data is enabled or disabled)Background data: Menu ? Settings ? Mobile Data ? Data usage ? options (three vertical dots in theupper right corner) ?tap restrict/allow background data ? when restricting you will also need to tap okto confirmSincerely,JESSICA H[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

Revdex.com Complaint ID [redacted] (Customer # [redacted])Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. [redacted]’s account was cancelled upon request on 4/30/2017. Consumer Cellular bills in arrears for monthly service and usage, so...

there is always a final bill for service through the cancellation date. There are no charges for service after the final cancellation date of 4/30/17.[redacted]’s final bill was $14.67 which was due 5/25/2017. We did not receive a payment until 7/10/17 and [redacted] paid $14 and not the full balance. By the time the service invoice was paid, a $10 late fee had accrued, however, the invoice due was not paid in full so a balance remained and continued to accrue late fees. Since [redacted] paid $14 towards her final invoice for service, I have gone ahead and waived the late fees as well as the $0.67 that was underpaid. The account balance is now zero and nothing further is due. Consumer Cellular has not reported any payments or delinquencies to a credit bureau.Sincerely,JESSICA H[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALIST 800.686.4460 F [email protected] www.ConsumerCellular.com

Revdex.com Complaint ID [redacted] (Customer # [redacted])Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. It is truethat customers are eligible for a Risk Free trial period one time, however, based on the length of timesince the account...

cancellation in 2007 plus the small amount of usage that occurred, we will extend theguarantee to cover this period. We have waived the invoice and refunded Mr. [redacted]’s credit card forthe $13.45 payment. Please allow three to five business days for the refund to be processed, dependingon the policies of the card issuer.We will also review the account as a coaching opportunity so that we can prevent an issue like this in thefuture. Please let me know if we can be of further assistance.Sincerely,JESSICA H[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

November 13, 2015 Revdex.com [redacted] Dear Revdex.com, Mr. [redacted] began service with us on 7/31/2015, using a phone he already had. On 9/18/2015 he purchased a phone through us as well as quite a few accessories. The actual cost for the phone...

was $150.00. On 11/5/2015 we received a call from Mr. [redacted] and he told us that the charging port is damaged and his phone would not charge. This voids the phone from warranty replacement as well as from return. We did explain this to the customer at that time and that he would have to purchase a new phone. Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Sincerely, TINA G[redacted]@ConsumerCellular.com www.ConsumerCellular.com [redacted]

Complaint: [redacted]
I am rejecting this response because: I am unable to open the file. It says it is a pdf, but is actually "octet" whatever that is. I can't find a program that will open the file.
Sincerely,
[redacted]

Please see our attached response to Revdex.com Complaint ID [redacted] and [redacted]. Thank you.
November 21, 2015 Revdex.com Complaint ID [redacted] and [redacted] (Customer # [redacted]) Dear Revdex.com, We would like to thank Ms. [redacted] for paying the balance due on her account....

As a one-time courtesy, we have applied an adjustment to her account to waive the final amount due, including the late fee. This is well outside of our normal policy; the late charge applied to this account was because the balance became significantly past due after the chargeback was done. To clarify- this was not a merchant service charge, it was a late fee charged by Consumer Cellular. Nothing further is due on Ms. [redacted] account. Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Sincerely, JESSICA H[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. One ofMs. [redacted]’s phones was utilizing the [redacted] network and their usage is reported just a littledifferently than [redacted]. [redacted] will show any time a...

person calling the customer is sent to thecustomer’s voicemail however, the customer is not charged for the incoming call. The customer is onlycharged if they call to check the message. As you can see from the picture of the customer’s bill below,there were no charges for the incoming calls that went to voicemail. She did receive charges for herregular calls since she pays for her minutes as she uses them. Due to privacy laws I have blacked out thenumbers the customer called.This account is currently suspended for non-payment. Once the account is brought current, we would behappy to reinstate the service.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

Complaint: [redacted]I am rejecting this response because:
I received a call from Consumer Cellular last week after they were informed of my complaint to the Revdex.com.  They said they wanted to send me a new phone and I specifically told them that I did NOT want a replacement phone, that I wanted my money back.  After being without a phone for several weeks at the beginning of this process, I had already taken my business elsewhere and do not have an account with them at this point!  I received a package from them yesterday and it was a new phone with a return postage bag to send back my corrupt phone.  There were instructions enclosed that told me to send in my phone and keep the new one.  Once they received it back, they would inspect it and if they found it to be damaged by me, they would charge my account the $225 plus taxes to my credit card ($236.93).  This is NOT acceptable!  I don't want their phone or their service.  They had already told me that my account had closed when I took my business elsewhere (which I did after they would not help me).  I have never in all of my years experienced a business run so corruptly and not stand behind their products.  Again, the only solution to this problem is to refund me my money for a phone that I purchased from them that was still under warranty and stopped working.  I will return the corrupt phone once a refund has been agreed upon.  
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
I paid the CONSUMER CELLAR 48.64 today. I want to post this message on Revdex.com COMPLAINT BOARD.
 
1) On 10/4/15 I paid CONSUMER CELLULAR $163.38
2) On 11/17/15 I paid 39.70
3) On 1/5/16 I paid 41.93
4) On 2/23/16 I paid 48.64
 
I was on the $20 plan. But my bill is always double. The worst thing is the service:
whenver I need to see my email and news outline, I always a message: you are not connected, or you data is exceeding the limit.
 
I post this message to help potential customers to make a better choice. 
 
Sincerely,[redacted]

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Inaddition to this response I have attached the photos we took of the customer’s phone. The first imageshows the unique IMEI and serial number of the customer’s device, the second shows the scratch...

on thedisplay. The Huawei phone was returned to the customer by US Mail on 1/18/17 along with a letterexplaining the denial.If instead of paying the charge Mr. [redacted] would prefer to return the Moto G4 that the denied phonewas exchanged for, we can credit the account. In either case, the Huawei phone is not refundable and istheirs to keep. In order to return the Moto G4 that phone would also need to be in like new conditionwith no signs of physical or water damage. The total balance currently on the account is $122.50 andthis is due on 2/8/2017. If the customer decides to return the Moto G4 for credit, this would need to becompleted by 2/8 or Mr. [redacted] needs to call us to make other arrangements since his account is onautomatic payments. The full balance due will automatically be charged on the due date if we are notcontacted. In order to set up a return or make payment arrangements, please contact customer serviceat 800.686.4460 or by email at [email protected],JESSICA H[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F 503.675.8989Corporate.Resolution@ConsumerCellular.comwww.ConsumerCellular.com