Consumer Cellular

Revdex.com [redacted] Dear Revdex.com, We have been in touch with the customer to explain the situation and to give him options. The issue is that a customer is only allowed to have a max amount of 7 lines on their account. With the current five, adding 5 more would go over that limit. We...

gave the option of cancelling the existing lines now so we could order more, going to a retail partner and getting SIM cards so we could cancel the old lines and activate the new ones at one time, or we can send out SIM cards two at a line. Each time they get two, we will cancel two lines and activate two lines. Two cards are currently on the way to the customer and once he has those we’ll start the process of moving lines around. Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Sincerely, TINA G[redacted]

I want my service immediately restored, and my account credited for 6 months for the inconvenience and embarrassment. And a public promise to serve veterans and seniors better than I have been treated.

May 23, 2016 Revdex.com [redacted] Dear Revdex.com, We have made our position clear in this matter. Ms. [redacted] may come back to service with us to fulfill having the phone for 180 days on service and we will unlock it. If she chooses not to fulfill that requirement, we will not unlock the phone. Ms. [redacted] stated in a previous response that she left our company due to reception issues however she moved her number to a company which uses the exact same towers as we use. She had service with us for a number of years. If Ms. [redacted] can show proof (utility bill or copy of driver’s license) that she has moved outside of our coverage areas, we can research further into unlocking her phone.

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 prefer to see the "final prorated charges" before considering this resolved*Sincerely, [redacted]

June 12, 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. Ms. [redacted]’s service was interrupted on 4/27/2016 due to a past due balance. There are no...

charges for service after that date. Consumer Cellular bills in arrears for monthly service and usage, much like a utility company. This means that when you receive a bill, it is for service already used. Any time service is interrupted there is no billing for that period of time. Ms. [redacted]’s account was opened 3/1/2016 and suspended for past due balance on 4/27/2016. No payments have ever been made on this account. The balance of $27.77 Ms. [redacted] disputes is for the service that was active through 3/31/2016. There is also a balance of $40.23 for the service from 4/1/16 through 4/27/16. The total balance due on the account is $68.00. Service dates can be verified on page two of each invoice. This billing is valid and adjustments will not be made. We recommend Ms. [redacted] contact us to make payment arrangements in order to prevent late fees. We can split the balance due into multiple payments if needed. Sincerely, JESSICA H[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected] www.ConsumerCellular.co...⇄

June 3, 2015 Revdex.com Complaint ID [redacted] (Customer # [redacted]) Dear Revdex.com, Thank you for forwarding us this complaint and allowing the opportunity to respond. Ms. [redacted] signed up for service with Consumer Cellular on 5/17/2015 over our website. She did not speak to an agent to sign up...

for service. Ms. [redacted] called and spoke to customer service on 5/23/15 after transferring her phone number through our website on the same day. When Ms. [redacted] spoke to customer service on 5/23, she was informed that voicemail messages do not carry over between carriers. We are very sorry to hear that Ms. [redacted] lost an irreplaceable voicemail message. Unfortunately voicemail is tied to the carrier, so once the carrier changes (by transferring the phone number), we no longer have control over the old voicemail system. Regarding copying contacts, in many cases it is possible to copy contacts, but it depends on the customer’s old phone. If both the old and new phones take SIMs cards that are the same size, the SIM can be used to copy contacts. Otherwise, if an old phone is a smartphone contacts could be synced through a Google account or another backup app. I do not know what type of phone or service Ms. [redacted] was transferring from, but if the agent provided incorrect information or did not give Ms. [redacted] all of the available options, we will certainly address that. Ms. [redacted] account was cancelled on 5/26/2015 when her phone number was ported out from Consumer Cellular to another carrier. We received her phone back on 6/2/2015 and a refund of $109.25 was applied to her credit card ending in [redacted]. Depending on her card issuer, it may take additional time for the refund to post to her card. Thank you again for contacting Consumer Cellular and allowing us the opportunity to address the complaint. Sincerely, [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST [redacted] [redacted]@ConsumerCellular.com www.ConsumerCellular.com

Complaint: [redacted]
I am rejecting this response because: Two key points to my statement: 1) I said I might come back to their service, not that I  would. 2) Only if they were giving me a standing guarantee, not just 30 days, which they aren't. I would think that since they like to promote how great their service is that they would deal with this complaint in an honorable manner and refund my money, but apparently they won't.  If their so called great service would have dealt with the 8 service calls I had to make, we wouldn't have got to this point. I have sent the phone back to them and only hope they don't turn around and sell it to another unsuspecting customer. The condition of that phone, other than not ringing,  was perfect. 
Sincerely,
[redacted]

Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I’m sorry to hear that Mr. [redacted] account wasn’t handled properly. We can ship to an alternate address in situations like this and we will address the misinformation that came from our team. I had one...

of my support specialists contact the customer so that we could get a phone sent to his daughter’s address however he had already forwarded the package. As a courtesy I have waived the additional line fee for a month of service which is $10.00

Dear Revdex.com,
Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Afterreviewing Ms. [redacted] phone, I agree with the denial of the return of that phone. For us to credit fora phone that it is returned, it must be in like-new condition and this phone did not...

pass as like-new. I willinclude pictures of the phone that show the scratches which were the reason for the denial.
It appears that the billing has already been adjusted for the line that was not being used plus anadditional adjustment was also given. In total the customer received an adjustment in the amount of$13.85.The remaining balance on the account is $15.42 and is valid. This amount is due on 12/9/2016.Please see following pages for three pictures of the cell phone and the scratches which caused thedenial of the return.
 
Sincerely,
TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F 503.675.8989Corporate.Resolution@ConsumerCellular.comwww.ConsumerCellular.com
 
 
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[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. Due todemand, phone numbers are regularly recycled by all service providers. This means that when acustomer is issued a new number, it has...

belonged to at least one other person in the past. Before anumber is released to us to be reassigned, it is held for at least 30 days. This is standard practice acrossthe cellular industry.If a Caller ID displays an incorrect name when our customer calls out on their cell phone, we can submitan update to the Caller ID directory to display "wireless caller" with their phone number. Unfortunately,there are limitations to this as it’s up to all of the other carriers to then sync their databases with thenational directory in order to receive new information. Not all carriers regularly update their records, sowe can’t guarantee that the correction will work across the board. After submission, it can take up to 30days for the update to be completed by other carriers. Land line companies, including cable and VOIPcompanies may take longer and some rarely update Caller ID information. The other option is for us toissue the customer a different phone number, which may be preferable in some cases.We submitted the requested Caller ID correction on 1/21/2017. The customer elected to cancel theservice 2/5/2017. I understand this wasn’t a quick resolution for the customer, however, we processedthe correction to the extent we are able prior to the account being cancelled. If the customer would liketo reinstate service we would be happy to explain the rest of the process and monitor this further to tryto get their caller ID updated across the board. If we can be of further assistance please let us know.Sincerely,JESSICA H[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT [redacted] F [redacted]www.ConsumerCellular.com

May 25, 2017Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I’m sorry to hear that Ms. [redacted] is frustrated with our service. Unfortunately the Doro phone is not eligible for return. Returned phones must be...

like-new, as if they had just come out of the box. I will include the pictures of the damage on the phone. There are 3 pictures I have included. Dent on corner of phone *PICTURE*Rubbed area or possibly something spilled on phone. *PICTURE*Numerous small scratches plus two larger ones on face *PICTURE*Sincerely,[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected] www.ConsumerCellular.com

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Ms. [redacted] has had a Connect plan with us since 2013 which allows her to use data and text messaging. Just recently the usage went over her data plan and we auto-upgraded her data...

plan to meet her usage. In total 4.17GB of data was used. This usage is valid and the invoice cannot be adjusted. If Ms. [redacted] would like to make a payment arrangement she may do so by calling us at 1-800-686-4460.

Complaint: [redacted]I am rejecting this response because you have chose to not do anything so I will chose to give more bad reviews on you

Ms. [redacted] is correct, there are additional flat rate taxes or surcharges that are applied per line of service. Those we had not already waived we are unable to do. I see that a payment of $37.01 was received, so I have applied a courtesy credit of $3.68 to clear the remaining balance from the last invoice. Going forward, the charges will only include the one additional line unless other account changes are made. Jessica H[redacted]Consumer Cellular, Inc.

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Our RiskFree Guarantee states that if the customer cancels within 45 days and no more than 450 units of usage,we will clear the invoice(s). Mr. [redacted] was within the...

45 day requirement but had used 660 units ofusage.The invoice for Mr. [redacted]’ service was $16.37 and a $10.00 referral credit was applied, lowering theinvoice to $6.37. This amount is valid. To avoid late fees this amount will need to be paid no later than1/14/2017.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

Complaint: [redacted]I am rejecting this response because:
Once I ordered the phone online, I noticed the expected delivery date fell on the day when I would be on a business trip in Asia.  I called Consumer Cellular right away expressing this concern.  The service representative I spoke with told me whoever did the delivery would not leave the phone there without me signing off on the delivery, she or he would leave me a note telling me where to go to pick up the phone in case I was not home.  I asked her if it is possible to reschedule the delivery, she said NO.  She then reassured me not to worry about it, so I took her word for it which turned out to be a huge mistake. 
I have attached Document A which is my round trip boarding passes; Document B which is my itinerary; Document C which is my hotel award history to show I did get the points during my December 2015 stay; Document D is the letter from Professional Credit Service showing the principal charged by Consumer Cellular was $139.06.  I refuse to accept the proposal I am responsible for the $25 charge and whatever fee Professional Credit Service would charge me.  This whole issue is caused by Consumer Cellular's flawed internal process and poor quality control, a consumer should not be paying for it.  I request the full $139.06 be removed.Sincerely,[redacted]

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We havetried numerous times to contact the customer however we have been unsuccessful. I have emailed aprepaid shipping label to the customer for her to return...

the iPhone with IMEI [redacted].Ms. [redacted] should carefully package the iPhone and send it back using the label. As long as the phoneis returned in like-new condition (no drops, dents, gouges, cracks, scratches, liquid exposure or othersigns of damage) the phone is eligible for a refund.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

Mr. [redacted] began service on 4/24/2014 and cancelled on 12/31/2015. We last heard from him in August of 2014 when he was having trouble using his phone. We had him turn his phone off and back on and he was able to make a call successfully. In regards to our coverage in his area, he is in...

an excellent coverage area and we have hundreds of customers in that location. I’m sorry that the service didn’t work for him but we cannot guarantee service in all locations at all times. We do our best but there are limitations to every cellular company. The customer has been with us for 20 months and is well beyond our risk free guarantee however there was no usage on the most recent invoice so as a courtesy I have waived the invoice that had a due date of 1/12/2016. Thank you for contacting us regarding this complaint and allowing the opportunity to respond.

Revdex.com [redacted]Dear Revdex.com,We apologize that a mistake was made on the account which caused the customer’s phone to deactivate. There was confusion over an email that the customer had sent us which said ‘The phone is not activated. Why did you say it was?’ The agent who received...

that email thought that Mr. [redacted] wanted the phone to be activated and so she did. As soon as we were made aware of the issue we submitted the old SIM card to be re-used. It appears that the phone his wife has is usable again.Mr. [redacted] is requesting a refund for the iPhone which he will receive once we have the phone back and it has gone through inspection to insure it is in like-new condition. The activation of the phone occurred on the 24th and the issue was resolved 4 days later. I have placed a prorated credit of $5.33 for the loss of service and an additional $5.00 courtesy credit plus associated taxes. The customer also received a credit of $10.00 for express shipping since he ordered another phone for his wife. This has reduced the customer’s current invoice from $99.57 to $77.66.Thank you for contacting us regarding this complaint and allowing the opportunity to respond.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE

Dear Revdex.com,
Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We doour best to predict coverage, as I mentioned before, some people will see differences in the coverage.
At this time there is no further resolution that I can provide.
Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F 503.675.8989Corporate.Resolution@ConsumerCellular.comwww.ConsumerCellular.com