Consumer Cellular

July 16, 2015 Revdex.com [redacted] Dear Revdex.com, After review of the account, the customer is correct that texting was not enabled on her device. Our texting plans are bundled with our data plan. The data was active on the line but text was not. Half of the service she was paying for was...

functional. We have credited back to the customer a total of $15.00 plus associated taxes. This covers 12 months of the texting portion of the data and texting package. Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Sincerely, TINA G[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T [redacted]@ConsumerCellular.com www.ConsumerCellular.com

Dear Revdex.com,Consumer Cellular has reviewed Mr. [redacted]'s account and usage and our position has not changed. The account had usage and the billing was valid. At this point, the balance has been sent to collections and Consumer Cellular cannot apply further credits.Jessica H[redacted]Corporate Executive ResolutionConsumer Cellular, Inc.

October 9, 2015 Revdex.com Complaint ID [redacted] (Customer # [redacted]) Dear Revdex.com, Ms. [redacted] voicemail is active, it was not disabled. If she is travelling, it’s possible that she is in a roaming area; if the phone is using partner towers, voicemail may function differently than it does...

when using our [redacted] towers. If Ms. [redacted] is in an area with no data service, the visual voicemail may not function unless connected to Wi-Fi, but standard voicemail is still accessible through the voicemail menu. Voicemail can also be accessed by calling the cell phone number from a different phone, press * (star key) when the voicemail picks up, then enter the voicemail passcode. If she has not done so already, I recommend completely powering the iPhone off, then back on - press and hold the power button until “slide to power off” appears, slide the icon to power it off. Wait about 30 seconds, then you can use the power button to turn the phone back on. This will allow the phone to reconnect to the towers and solves many common issues. Without additional information, I hesitate to make additional assumptions about the cause of the problem she is experiencing. If she could provide a phone number other than her cell phone number, we can certainly give her a call to troubleshoot and resolve the issue. I’m sincerely sorry for the hold times Ms. [redacted] experienced. At the time of this writing, our hold times are between 10 to 20 minutes. We’re aware of the issue and working diligently to train qualified representatives and get them ready to take calls. Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Sincerely, JESSICA H[redacted]

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We havebeen in contact with [redacted]. We advised him that if he paid $23.74 which is for the invoice dates of11/22/2016 – 12/21/2016, we would waive the remaining...

invoices.This account was not cancelled until 1/22/2017 and the estate is responsible to pay through the date ofthat cancellation. As a courtesy we have made the agreement for the estate to pay the one invoice andwe would waive the rest. There was usage on that invoice.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

Complaint: [redacted]I am rejecting this response because: I pay insurance to get a replacement that works the one that is given is so far outdated the apps I use will not work.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: I am having a lot of difficulty with my phone when I had the [redacted] SIM card I did not have these problems, I have lost all photos that was on my phone due to the defective T-Mobile SIM card, I was not informed that I was sent A T-Mobile SIM card, I need my phone to be used at all times, the credits that
I have been given is not letting me use my phone on a constant daily basis. How long will it take Consumer Cellular and T-Mobile to resolve the problem, on 12-10-2015
I was informed that T-Mobile would contact me  about the problem, I have not been contacted by T-Mobile or Consumer Cellular.
 
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
We must be looking at two completely different phones. When the company sent "my" phone back I took pics of it and I have now attached them to this email. As you can see, they are nothing like the pics that was attached in the Consumer Cellular response to my complaint.
Also, they now show that I owe $15.42 but this is still not correct. I received notice today that they accepted the second phone I sent back and issued a credit of $53.50 for that phone. I paid for that phone using my Debit Card and that is how the refund should have been handled, back on my Debit Card but from what I can tell, they issued credit on the invoice that I was complaining about, which is not right.
If I'm wrong on this, then I would appreciate Consumer Cellular sending me a breakdown of all my charges and credits from day one. As far as looking on the web page, it will not show me anything other than the balance owing. I want a breakdown of how they come up with that balance. It does not show me if they gave me credit for the pro rated charges of 10/07 to 10/25 which is in error.
I have never had such confusion in trying to settle my account and be treated fairly as I have with this company.
I will never believe that the pics they sent are the pics of my phone because you can see from my pics that it is in perfect condition.
Thank you for trying to handle this for me. I really appreciate it.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. I appreciate Consumer Cellular's willingness to accept the Motorola Moto LTE phone and to process the "external memory card rejection problem" as a warranty issue. This was always the main problem with this phone and it precluded me from being able to use an external SD card to supplement the phone's limited 8 GB internal memory. It is my understanding that Consumer Cellular will send me a "return envelope" which I will use to return the original phone, after which time Consumer Cellular will credit my account for the $150 charge associated with my replacement phone. 
Thank you for helping to resolve this complaint.Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because: #1 I was told that the refund period was 30 days not 45. #2 In my complaint I believe that I was quite clear about why it took so long to determine that the phone was defective. The main cause of the confusion was that the downloaded owners manual from Consumer Cellular was for this phone but was for an older operating system. This information was just revealed to me a week or so ago by a Customer Service Dep't manager. Because it included instructions for a different operating system. The instructions were different in several areas of the manual, causing confusion to the point where it was not clear if the problems were caused by the phone or by me. It has taken several months of troubleshooting to identify that the problems were with the phone. I even attended a Smart Phone course at our senior center in which the instructor also became confused with this phone's operation.
If the people at Consumer Cellular will more carefully read my complaint I believe that they will better understand and agree with my side of this. Even 45 days is just not sufficient time to determine whether a complex item such as a Smart Phone is functioning properly given similar circumstances!Sincerely,[redacted]

Revdex.com [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]’ cell phone is not operating properly. We would be happy to process a warrantyreplacement for the phone, if he would like us too....

However, we cannot refund him for the cost of thephone. The original purchase date was on 12/21/2016 and he is well past our return period of 45 days.If Mr. [redacted]’ phone is in like-new condition, and he wants us to replace it, he can email me [email protected]. The phone must be in like-new condition or he may becharged for the replacement.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. Prior tounlocking any phone the phone must be paid for in full and the account must be current (no past duebalance). Mr. [redacted] still owes $75 on this iPhone which was purchased 4/8/16 using...

EasyPay financing.An iPhone also needs to be on our service for 180 days before it is eligible to be unlocked. In lieu of 180days of service, a fee of $120 can be paid instead to unlock the iPhone early. This iPhone is well outsideof our 45 day return period, which Mr. [redacted] was made aware of both on the phone and in thematerials he received with the iPhone.
At this point, to unlock this device the account balance of $161.77 needs to be paid (this includes a billfor service and the remaining balance due on the iPhone). Since the account was cancelled before theiPhone had been on service for 180 days, in addition to the account balance a fee of $120 can be paid tounlock the device. Otherwise, the account would need to be reactivated for 60 more days at which timethe device would be eligible for unlocking, assuming it is paid off and the account is not past due. Mr.[redacted] can contact my office at [email protected] in order to communicatewith us regarding his decision.
Sincerely,
JESSICA H[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALIST

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Shippinglooked through the packaging and did not find the SD card or the SIM tray and the customer wascharged $10.00 for each; $20.00 total.As a courtesy I will...

refund for the two items however I cannot waive the late fees associated with thecredit dispute. If the customer would like these waived she will need to contact her card company andcancel the dispute.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F 503.675.8989

February 18, 2016 Revdex.com [redacted] Dorothy [redacted] Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Ms. [redacted] began service with us on 12/30/2016 and service was cancelled on 1/18/2016. She was on the 750 minute plan with 3GB of data,...

unlimited text and a SquareTrade protection plan with two lines of service. During this time there were 219 voice minutes, 259 text/picture messages and 1,280.97MB of data used. Our risk free guarantee states that if the customer cancels within 30 days and no more than 300 units of usage, we will accept the phone(s) back for a refund and will clear any invoices that may have generated. Our welcome guide is very clear about the guarantee. Ms. [redacted] exceeded the 300 units of usage. We have accepted the phone and the mobile hotspot back that she had purchased and refunded her for those. We are only asking that she pay for the service that was used. The invoice is valid and has already been paid for. There is no refund due as we have already refunded for the equipment. 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. I’m sorryfor the frustration that this has caused the customer. I have cleared the invoices from the customer’saccount and they are now at a zero balance.
Sincerely,
TINA G[redacted]CORPORATE...

EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F 503.675.8989Corporate.Resolution@ConsumerCellular.comwww.ConsumerCellular.com

Please see our attached response. Thank you.
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] had an account with Consumer Cellular that was activated...

5/11/2015. Mr. [redacted] cancelled the account on 7/6/2015 when both of the numbers were ported to another carrier. There was usage on the account from the date it was activated, 5/11/2015, through the date it was cancelled, 7/6/2015. We bill in arrears for monthly service and usage, so there is always a final bill once service is cancelled. The last invoice was prorated for a partial bill cycle because the service was only active 7/1/2015 through 7/6/2015. Because of the proration on the final bill, there were overage charges for which we applied a credit of $34.67. The final balance of $15.97 was paid on 8/20/2015 and nothing further will be due. Below is a record of the bill cycles, due dates and payment dates. This information is also available on page two of each invoice. For the customer’s reference, I have sent invoice copies to the email address provided, [redacted]@gmail.com. The billing dates and usage detail are included in each invoice. Invoice Billing Period Balance Due Due Date Date Paid Number [redacted] 5/11/15-5/31/15 $40.48 6/22/2015 6/22/2015 [redacted] 6/1/15-6/30/15 $66.40 7/22/2015 7/22/2015 [redacted] 7/1/15-7/6/15 $50.64 (credit applied making balance $15.97) 8/20/2015 8/20/2015 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

Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I’m sorry to hear of Ms. [redacted] frustration with our company. The amount that is owed is from two invoices. $46.53 for the service dates of 12/7/2017 - 1/6/2018 and $6.54 for the service dates of...

1/7/2018 - 1/10/2018, when her account was cancelled.As a courtesy I have lowered the final amount owed from $53.07 to $42.76. This amount is due by 10am PST on 3/06/2018.Sincerely,TINA G[redacted]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I apologize, Mr. [redacted] is correct. He was on the 3GB plan at the beginning of the month. I am still correct in saying that the system upgraded him to the 4GB plan correctly. If a customer exceeds their data plan we will upgrade them to the next plan up. This is covered in our end user agreement. 1.3 Can Consumer Cellular Change My Service Terms And Rate? Can I Change My Service Terms And Rate? We may change any terms, conditions, rates, fees, expenses, or charges regarding your Services at any time. We will provide you with notice of material changes (other than changes to governmental fees, proportional charges for governmental mandates, roaming rates or administrative charges) either in your monthly bill or separately. You must pay any additional charges from the date of our modification, even though you may have paid for the Service in advance. You understand and agree that state and federal Universal Service Fees and other governmentally imposed fees, whether or not assessed directly upon you, may be increased based upon the government’s or our calculations. If you lose your eligibility for a particular rate plan, we may change your rate plan to one for which you qualify. If you would like to make changes to your Service, please contact a Consumer Cellular representative. Some changes may be subject to limitations and/or additional charges. You must pay any additional charges from the date of your requested modification, even though you may have paid for the Service in advance. You may terminate this Agreement at any time, but you will be responsible for all charges incurred through termination.

Complaint: [redacted] I am rejecting this response because: I feel that they are aware that old IPhones do not work, I had two different representatives tell me that they would take care of the problem, all the while charging you. Couldn't send or receive text messages. Could only make calls, but not use anything else. Why should I pay for data when I wasn't able to use it. That's why I cancelled it right away. 
 
This is company has false advertising. I would never recommend them to anyone. I will certainly be sure to let everyone know how they do business. Sincerely,[redacted]

Please see attached.June 19, 2017Revdex.com Complaint ID [redacted] (Customer # [redacted])Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We’resorry to hear that the service did not work out for this customer. This account was originally...

opened7/3/2016, then cancelled on 7/8/2016. The billing for this period was waived under the Risk FreeGuarantee Trial Period. Individuals are eligible for only one trial period where if the account is cancelledwithin 30 days and with less than 300 units of usage the bill is waived.[redacted]’ service was reinstated on 4/29/17, less than a year later, and cancelled on 5/4/17.Because the customer had already received one trial period, the invoice was not waived under the RiskFree Trial Period. Due to the short length of time the account was active and being that there was nousage, I have gone ahead and extended a second trial period and waived the invoice charges. [redacted] will not be eligible for additional free trial periods if she decides to reinstate service in the future.Please let us know if we can be of further assistance.Sincerely,[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

Complaint: [redacted]I am rejecting this response because:  This complaint was NOT about Wifi availability.  I will need to use my cell phone to in a particular area in central Illinois for MOBILE DATA!  There is no Wifi available in that area, so I will need to have mobile data availability to conduct business over the Internet!  Wherever I have gone in the past when my provider was [redacted], I was able to use/access mobile data.
Sincerely,[redacted]