Consumer Cellular

Complaint: [redacted]I am rejecting this response because:
The day after I sent you below e-mail ( 2/16/2016) I have received a corrected invoice from Consumer Cellular and paid it in full.
( 2/17/2016).
So this case can be closed, however I would like to point out that they have not sent any earlier e-mail with the corrected amount as they claim it.
Thank you for your help !
[redacted]

Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Ms. [redacted] purchased the phones a year ago (the year warranty is up on one line and the other line is coming close). At this time they are eligible for us to do a warranty replacement but not...

eligible for arefund. We sent out replacements on 3/31/2016 and in 4/18/2016; one for each line of service. As a one-time courtesy I have applied a $15.00 credit plus tax to the customer’s account.
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. Ms. [redacted] account with Consumer Cellular was opened 4/5/2013 and closed as requested on 11/3/2017. Consumer Cellular bills in arrears for monthly service and usage, meaning after the billing...

cycle ends. Because of this, when an account is closed, there is always a final bill for service through the cancellation date. When an account was cancelled before the end of the billing cycle, the final invoice is prorated only for the days the service was active. The service dates for all charges can be verified beginning on page two of each invoice. When the account was cancelled, the regular monthly invoice for the service dates of 9/18/17 through 10/17/17 had already generated and $29.27 was due on 11/8/17. This balance was paid on 11/7/17. After the account was cancelled on 11/3, the final prorated invoice generated for the service dates of 10/18/17 through 11/3/17. The final balance was $16.87 and this was due and paid via autopay on 11/28/17. I apologize if there was any misunderstanding or miscommunication when the account was cancelled. We will certainly review the calls and address any coaching opportunities that exist, but I can assure Ms. [redacted] she is not being charged for service after the cancellation date and the final invoice was correct.Sincerely,JESSICA H[redacted]

May 6, 2016 Revdex.com [redacted] Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We have thoroughly researched Ms. [redacted] account. There was a payment on 2/20/2016 in the amount of $68.24 and a payment on 3/11/2016. The...

account was at a zero balance at that time. On 3/31/2016 we received notice that Ms. [redacted] was disputing the payment of $68.24. We returned the funds to her card. This was a valid charge so the amount was put back onto the account as being owed and a $25.00 late fee was assessed. If Ms. [redacted] drops the charge dispute we would be happy to waive the $25.00 late fee.

February 8, 2016 Revdex.com [redacted] Dear Revdex.com, I’m sorry to hear that our service did not fit the needs of the customer and I will certainly look into the employee issues that the customer listed. [redacted] began service with us on 11/17/2015 and...

service ended on 12/4/2015. During that time, between the two service lines, there were 1,016 voice minutes, 180 text and 1,495.81MB of data used. The account was with us for less than a month. When the billing period is less than a month the invoice is prorated as are the available minutes, text and data. Due to the proration it caused overages which in turn caused a rather large invoice. I have removed the proration from the invoice and it has been reduced from $189.79 to $34.91. This invoice was due on 12/28/2015. To avoid collections efforts I have set a payment arrangement for as far out as I could which is 2/27/2016. If the account is not paid off by this date it will fall back to the standard collections efforts. Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Sincerely, TINA G[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST

NOTICE TO CONSUMERBy signing below, you consent to receipt of the included contract and Truth-in-Lendingdisclosures in an electronic form. You have a right to withdraw this consent and to receive thisdocument in a non-electronic form. To withdraw consent and request this document in a non-electronic form, send a written request including your name, address and contact phone numberto Consumer Cellular, Incorporated at 12447 SW 69th Avenue, Portland, OR 97223-8517. Yourconsent only applies to the included contract and Truth-in-Lending disclosures. To update theinformation needed to contact you electronically, contact Consumer Cellular, Incorporated at12447 SW 69th Avenue, Portland, OR 97223-8517, call 800-686-4460 or manage your accountonline at www.ConsumerCellular.com.DATE: 1/25/2017BUYER'S SIGNATURE: [redacted] (Please type your name in the box above to electronically sign this document)RETAIL INSTALLMENT CONTRACTDate: 1/25/2017Seller/Creditor: Buyer:Consumer Cellular [redacted] 
[redacted]ANNUAL % RATE FINANCE CHARGE Amount Total of Total SaleThe cost of your credit The dollar amount the Financed Payments Priceas a yearly rate. credit will cost you. The amount of The amount (The total cost0% $0.00 credit provided you will have of yourto you or on paid after you purchase onyour behalf. have made all credit,payments as including yourscheduled. down paymentof $170.00)$600.00 $600.00 $770.00Your Payment Schedule will be:SKU Number Number of Amount of When Final PaymentPayments Payments Payments are DueDuePhone 1 - 772 24 $25.00 Monthly, 3/6/2019beginning on3/6/2017See your Wireless Customer Agreement for any additional information about nonpayment,default, any required repayment in full before the scheduled date, and prepayment refunds andpenalties.Itemization of the Amount Financed of $600.00Cash Price $770.00Sales Tax $78.92Total Cash Price plus Sales Tax $848.92Cash Down payment $170.00Sales Tax paid at time of sale $78.92Unpaid Balance of Cash Price/Unpaid Balance $600.00Prepaid FINANCE CHARGE $0.00Amount Financed $600.00Agreement to Purchase and Make Payments: The Buyer ("you" or "Buyer") agrees topurchase from the Seller ("we", "us", "our", or "Seller") the items described above on the termsset forth in this contract. You agree to make payments according to the payment scheduleabove. The Federal Truth-in-Lending Disclosures above are part of this contract. Items payableunder this contract will appear on the monthly billing statements for your plan. Payments will firstbe applied to any past due balances and then, in order, to any deposit due, payments dueunder this contract, current service charges for your plan and then to any other charges foryour service plan. Partial payments may result in the suspension or cancellation of your planservice and in equipment not operating on our network. You may prepay this contract in full ormake additional payments in increments of $25.00 at any time.Consumer Cellular, Incorporated Wireless Customer Agreement ("WCA"): You havebeen provided with a copy of the WCA. The WCA also applies to this transaction, but if the WCAis inconsistent with anything stated in this contract, this contract will prevail. Provisions of theWCA that are prohibited by law will not apply. Manufacturer warranty information, if any, isprovided with the items sold.Default: Except where prohibited by law, if you commit any substantial default under thiscontract, we may declare the remaining unpaid balance of the contract immediately due andpayable. You agree to maintain Service for any phone device purchased under this contract, andany termination of that Service will be a substantial default under this contract.NOTICEANY HOLDER OF THIS CONSUMER CREDIT CONTRACT IS SUBJECT TO ALL CLAIMSAND DEFENSES WHICH THE DEBTOR COULD ASSERT AGAINST THE SELLER OFGOODS OR SERVICES OBTAINED PURSUANT HERETO OR WITH THE PROCEEDSHEREOF. RECOVERY HEREUNDER BY THE DEBTOR SHALL NOT EXCEED AMOUNTSPAID BY THE DEBTOR HEREUNDER.Notice to the Buyer1. Do not sign this contract before you read it or if it contains any blank spaces.2. You are entitled to an exact copy of the contract you sign.3. Under the law you have the right, among others, to pay in advance the full amountdue and to obtain under certain conditions a partial refund of the finance charge.You acknowledge receipt of the Consumer Cellular, Incorporated WCA. You alsoacknowledge receipt of a completely filled in copy of this contract when you signedit.RETAIL INSTALLMENT CONTRACTBUYER'S SIGNATURE: [redacted] (Please type your name in the box above to electronically sign this document)SELLER'S SIGNATURE: CONSUMER CELLULAR, INCORPORATED

Complaint: [redacted]I am rejecting this response because:1)  My original purchase day of their service was 3Oct16 which should have had a monthly due date of the third of the month.  This is why I chose this day to purchase their service so that it would fall on my disability check day.  2) According to my bill statement the 3Dec16 payment was received on 8Dec16, however, they are saying that they haven't received the 3JAN17 payment EVEN THOUGH 3JAN17 PAYMENT MONEY ORDER WAS MAILED TO THE SAME IDENTICAL ADDRESS THAT THE 3DEC16 PAYMENT WAS  SENT TO.  Call me crazy if you like but how can that be possible when both the December and the January payments were both mailed to the same address.  Furthermore, I have the United States Postal Service money order receipts to both prove and verify these truths.  3)Consumer Cellular changed from the original purchase date(3Oct16) being my due date.  I have a witness who took me to my PO Box who can vindicate that I didn't receive my first Consumer Cellular bill on 22Noiv16 which had a balance due of $69.34 which they acknowledge they did receive.  Both of my United States Postal Service money order receipts have the following addressee's address on them: [redacted]  PORTLAND, OR, 97223-8517.  It is for this reason I have refused to pay the $180.04 they are requesting because they ORIGINALLY CHANGED my due date, I AM ON A FIXED INCOME, I CAN'T AFFORD IT, AND I WOULD HAVE STAYED WITH MY PREVIOUS PREPAID CELLUL,AR PHONE SERVICE IF I COULD HAVE FORESAW THIS Sincerely,[redacted]

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Ourhome base promo is designed for the customer to have a home phone with our service. Typically ahousehold has one home line, not multiple. We are offering only one...

free device per account.I apologize is this was not clear to the customer however we will not be offering another free device atthis time.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

February 22, 2018 Revdex.com [redacted] Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Mr. [redacted] had service with us until 1/4/2018, when we cancelled his service due to non-payment. The customer...

owes two invoices currently. $58.92 for service dates 11/12/2017 – 12/11/2017 and $46.75 for service dates 12/12/2017 – 1/4/2018. There was usage through the date that we suspended the account and the invoices are valid. To avoid late fees and further collection efforts, the customer will need to pay the remaining balance of $115.67 by 3/30/2018. Sincerely, TINA [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:My phone was locked by Consumer Cellular. When my phone was replaced by [redacted], they simply ported over the same date from the original phone that I bought from Consumer cellular. No one changed, locked or unlocked the replacement phone. It was locked by Consumer Cellular and they are responsible for unlocking my phone. [redacted] and [redacted] have nothing to do with it. Consumer Cellulare needs to stop passing off the responsibility to other companies and take responsibility for dealing with this issue. 
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because: in the end they did nothing to resolve the issue. They actually forced me to do their work for them or be charged for the phone.  I would like to state that CC claims to have a high rating, but seems to treat their customers in horrid fashion. I am currently searching for a replacement company as this is the only way that companies such as this understands what they are doing is wrong. 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]

Complaint: [redacted]I am rejecting this response because:
That differentiation between a new customer and one who has been acustomer, was NOT clearly stated. I was lead to believe that I had the same rights under the guarantee as any other customer of Consumer Cellular. In addition to treating current customers as second class, it is outright deceit since the terms were NOT made clear. I can only wonder if they are not thinking they can get away with it because their target conusmer is the elderly who may not see what they are up to or else be unable to respond the way a younger person would. Sincerely,[redacted]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. The USPS sends Consumer Cellular address changes electronically (by internet download) to our invoice mailing system; we cannot override these updates. Every time we manually...

correct Ms. [redacted] address the USPS overrides our correction and changes the address back to [redacted] Odessa, TX 79763-4169 before the invoice is printed. The reason for this is that USPS has evidently not received a formal change of address and only recognizes you at your old address. Please contact your local USPS office and make this formal address change or investigate with them why this has not already occurred. Until this issue is resolved with the post office, we can certainly send Ms. [redacted] an invoice by email each month or invoices can be accessed any time by logging into her online account at our website. Please let us know if we can be of further assistance.

Complaint: [redacted]I am rejecting this response because:I did receive a call from Consumer Cellular and they say I would be receiving a phone sometime this week.  This will be my 4th phone with them.  I am waiting to see if the problem continues.. the only reason why they are trying to resolive this ongoing issue is because you at the Revdex.com contacted them.  
I do not want to close this complaint out, just waiting to see what comes of the new phone and the issues.
I still think I should be entitled to some sort of credit for all of the months that I have been paying and not receiving dependable service.
Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because I don't consider this a satisfactory response. If they were willing to provide a shipping label, they should be willing to reimburse my shipping costs. I was simply following their instructions to send the phone back immediately. It's not my fault that their shipping label was not forwarded to me in time to do that.
Sincerely,
[redacted]

Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I’m sorryfor the frustration that this has caused our customer. We did try to work with the customer to transferthe number over but we were not successful due to another provider who was also requesting...

thenumber.
When we spoke with Mr. [redacted] on 9/20/16 we attempted to contact the other provider to get theinvalid request removed. Our agent advised Mr. [redacted] that she would try again later to contact themas she had not been successful right then. Mr. [redacted] hung up on our agent. The next time we spokewith him he called and cancelled his account with us. Unfortunately we were unable to complete thetransfer process.
I believe that I can get the number to the other provider however the account and line of service have tobe active and I need to know who the other provider is. I don’t have a valid number to reach thecustomer on so I have also sent him a personal email to see what he would like to do.
Mr. [redacted] had service with us from 2013 until the date the account was cancelled on 9/22/2016.During the final invoice dates there were 995 voice minutes, 758 messages and 29MB of data used. Thisinvoice is valid.

July 13, 2015 Revdex.com [redacted] Dear Revdex.com, Mr. [redacted] set up service with us on 7/9/2015 and we immediately started the transfer of his cell phone number from [redacted] to our company. A cellular company has 24 hours in which to respond to the request. We did advise the customer of...

this. On 7/10/2015 Mr. [redacted] called in to check on his number transfer. We advised him that we would research it and call him back. When we called back, Mr. [redacted] was not available so we spoke with his wife. We let her know that we called [redacted] to check on the transfer request at which time [redacted] stated that the cell phone was not active, nor had it been since 6/18/2015. The phone number must remain active during the transfer process. We cannot transfer an inactive number. We advised the customer that he would have to reactivate the line for us to complete the transfer. Mrs. [redacted] stated she would pass along the message and have him call us back. On the morning of 7/11/2015 we were able to complete the transfer of Mr. [redacted] phone number. In total, it took 48 hours for the transfer to complete. The per day cost of the plan that Mr. [redacted] is on is $0.56 per day. The two days that it took to transfer the number would cost $1.12 plus tax. I have credited this to his account which now has a credit of $1.22 that will be applied to the customer’s first invoice. Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Sincerely, TINA G[redacted]

Complaint: [redacted]
I am rejecting this response because:after speaking with [redacted] stated that with so many problems after the reboot, including the phones inability to even shut off, There was software problems in the phone. They should have swapped out the phone right than, since the phone is covered by a one year warranty. It looks like to me now that the supervisor was more interested in making more money off the sale of a second phone, rather than standing behind Consumer Cellular's 100% Guarantee. This is even further shown by an email sent to me and not provided to the Revdex.com offering me the new [redacted]7 or the [redacted] 7plus with extended finance terms. This I feel is a bait and switch. They get the $144.45 for my [redacted] J3, than another $800 dollars plus financing for the [redacted]. I took [redacted]s recommendation to send the phone back to them for a full diagnostic, to see what's really going on (takes 12 to 14 days because of Easter).I still believe Consumer Cellular sent me a bad phone, wether intentional or not. They offered to send me a warranty phone? Didn't say if that's a refurbished used phone or new. My new phone made 1 call for $145 plus the monthly fees of $38.56. They cancelled my service without my permission and won't stand behind there 100% Customer Satisfaction Guarantee. Can't wait to here what [redacted] has to say.Since Consumer Cellular cancelled my service why do they keep trying to sell me more phones. I reject the last offer, stand by your 100% Customer Satisfaction Guarantee and refund my money.
Sincerely,
[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. Mr. [redacted] is on our 250 minute plan for $15 a month plus tax. His billing cycle runs from the 18th of each month through the 17th...

of the following month. The last day of the bill cycle is the 17th, and any plan changes made through the 17th are retroactive through the entire billing cycle. We send alerts as soon as usage is reported to us that meets the preset threshold (75%, 100%, 125% and 150%), but ultimately it is the customer’s responsibility to ensure they are on their desired plan before each billing cycle closes. A usage alert was sent to Mr. [redacted] by text message and email on 6/17/2015 when his usage hit 75% of the plan minutes. The alerts were sent at 3:33 PM to both contact methods. There was no overage on this bill cycle so a plan change was not recommended. The following month, usage alerts were sent when usage became over 75% of the plan (7/17/2015 at 3:33 AM by email and 6:33 AM by text message), then a second alert was sent when the usage became over 100% (7/17/15 at 8:33 AM by email and text message). We understand that this was the last day of the billing cycle, however plan changes could have been made up until 11:59 PM on the 17th. We send the usage alert as soon as the usage is reported to us, but we cannot control when the usage occurs that will trigger an alert. In the billing cycle that ran from 6/18/15 through 7/17/2015, Mr. [redacted] used 276 minutes on the 250 minute plan, resulting in $6.50 in overage charges. We can rerate the invoice as if he were on the appropriate plan for his usage, which would be the next plan up for $5 more. This results in a credit of $1.50 plus tax. The new balance due 8/8/15 is $25.67. Going forward, Mr. [redacted] will need to check his usage and make any necessary plan changes before the end of the billing cycle on the 17th. The plan can be changed over the phone or by logging in to “My Account” on our website. We are only able to offer one courtesy rerate every 12 months. Mr. [redacted] plan is still 250 minutes as he last requested, if he would like to make a plan change, he is welcome to do so any time. Sincerely, JESSICA H[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST