Consumer Cellular

Complaint: [redacted]
I am rejecting this response because:The dispute was initiated before the company issued the refund.The product was paid by a credit card, and the credit carrier bank was negotiating with Consumer Cellular.I didn't recieve any refunds from Consumer Cellular directly, and I didn't request the bank to demand a double refund.The issue is to be resolved between the Consumeer Cellular and the credit card's bank.All bills generated by Consumer Cellular were paid by me on time and in full.I have never received any bills from Consumer Cellular requesting the said paiment or indicating a past due amount,except their phone calls and e-mails.I have never signed for an e-mail payment communication with Consumer Cellular.The last billing cycle I paid on time and in full.My service was disconnected before the end of the current cycle and without mailing me a printed bill.The bank, by my request, assured Consumer Cellular on the phone,that the issue has been resolved and that their printed letter  to them is on the way.Nevertheless,the service was discontinued by Consumer Cellular.Attached are copies of recent bills and Consumer Cellular's confirmation of payments.I may not be responsible for miscommunication by the Consumer Cellular with my financial institution,for getting a defective product from Consumer Cellular,and I should have not been punished  for that.
Sincerely,
[redacted]

Revdex.com:
   I made a complaint a couple days ago. The
complaint # [redacted]. Anyway Consumer Cellular sent me a new phone so the
issue has been resolved. You will no longer need to proceed with the complaint.
Sincerely,
[redacted]

Dear Revdex.com,
Thank you for contacting us regarding this complaint and allowing the opportunity to respond. When acustomer purchases a phone through us, our system will look at the customer’s billing address andbased on that information, will assign the carrier that has the best coverage. I have looked...

at Tmobile’scoverage and there is excellent coverage at the customer’s billing address. This isn’t to say thatcustomer’s don’t, on occasion, find a difference between the carriers; despite what coverage mapsindicate. I apologize for the frustration the customer has had over this process.
In regards to the credits, Ms. [redacted] paid $66.00 for the Doro 824. When she exchanged the 824 for theDoro 626, a refund was expected of $12.00, the price difference between the two phones, if everythingwas returned. The charging cradle was not returned, which costs $21.60 ($20.00 plus tax) so thecustomer did not receive $21.60 back. The $12.00 ‘credit’ was applied to that amount so she wascharged $9.60, the remaining amount. Keep in mind that we had provided her a credit in good faithtowards the phone she exchanged to already so she was not charged for that phone.
On 6/16/2016 we credited the account for the purchase of two retail SIM cards, for a $20.00 credit. Herinvoice for the service dates of 5/9/2016 – 6/9/2016 included the invoice amount of $48.94 plus the$9.60 charge for the missing charging cradle, for a total of $58.54. The retail SIM credit was applied tothis lowered it to $38.54 and the customer paid the $38.54 on 7/1/2016.
We received the charging cradle back and the customer received a credit of $20.00 towards her accounton 7/7/2016. An invoice generated and the $20.00 was applied towards the invoice for the service datesof 6/10/2016 – 7/9/2016 in the amount of $36.55. The $20.00 credit was applied to this invoice loweringit to $16.55. The $16.55 is due on 7/31/2016.
I hope this help to clear up the credits and charges. There was a lot going on all at the same time andthis can be rather confusing. If there are additional questions, please let me know.
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. Thecustomer did receive past due notices for the last few invoices because they were not paid on time.There was a payment missed in February which has caused all...

subsequent invoices to also be late.We received a payment on 1/24/2017 for the invoice due on 1/28/2017.The next payment was receivedon 3/13/2017 which covered the invoice due on 2/28/2017. On 4/12/2017 we received payment for theinvoice due on 3/28/2017. On 5/15/2017 we received payment for the invoice due on 4/28/2017. On6/21/2017 we received payment for the invoice due on 5/28/2017.The account is current at this time but there is an invoice due on 6/28/2017 in the amount of $83.29. Toavoid additional notifications of delinquency and possible late fees, Mr. [redacted] should make thispayment on or before the due date.Mr. [redacted] can access his account online at www.consumercellular.com or can call us. He has the abilityto change his plans at any time and I would recommend that he lower it, based on his usage.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Iunderstand that it can be frustrating to not have a working phone. We do send all our packages prioritymail, which is much faster than standard ground mail. Mr....

[redacted]’s phone was ordered on 4/22/20147and delivered on 4/24/2017. Overnight delivery would have taken the same amount of time due to theweekend.Mr. [redacted] is welcome to contact us for assistance in connecting his phone via WiFi to his computer. Iam assuming that is what he is referring to when he mentions connecting it to his computer. We do notcharge for that service.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

Complaint: [redacted]
I am rejecting this response because:It is not a response. It does not present any resolutions to the problem, it just reaffirms what was already stated in my complaint. Also their response leaves out some key and obvious issues. Not the least of which is that I placed an order for a protection plan from Apple though Consumer Cellular, so I was under the impression that the phone that I ordered was protected. When speaking to the Consumer Cellular representative with whom I placed the order, there was a verbal contract. It's not right when you make a contract       with a company and you break that contract that company will go through a lot for you to pay retribution, but when a company breaks a contract then they just ignore you. 
Sincerely,
[redacted]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I would be happy to explain the billing. Ms. [redacted] was on our 250 minute plan. During the billing cycle which ran from 10/18/2016 – 11/17/2016, she used 425 minutes and was auto-upgraded to a plan...

which met her needs. In subsequent months she did not use that many minutes however it is the customer’s responsibility to advise us if they want their plan to be moved back down. Ms. [redacted] did not notify us of that so she remained on the higher plan. As a courtesy I have adjusted Ms. [redacted] invoices. There were two invoiced owed on the account for a total of $42.07. I have adjusted the remaining balance to $28.80.

Revdex.com [redacted]Dear Revdex.com, This has been an ongoing issue. The customer continues to file chargebacks with her card company. Here is a rundown of the account.Customer paid $77.00 for the initial down payment of the iPhone, two $25.00 payments and $350.00 for the remainder. Total paid = $477.00.  We received the phone back. Customer received a credit to her card in the amount of $183.00 and $294.00 credit to her account. Total credits received = $477.00  Two invoices generated which went against the $294.00 credit on the account leaving a credit of $164.40 which was then refunded to the card.  Customer filed a dispute with her card company for $102.00. We returned the $102.00 to the card however we did not owe this back to the customer so that amount was put onto the account as being owed plus a $25.00 late fee. Total owed = $127.00  We spoke with the customer and she stated that she was going to drop the chargeback dispute however she didn’t and instead made a payment for the $127.00 bringing her balance back to zero.  Then she filed another dispute for $350.00 and received a $25.00 late fee. Her account now has a balance owed of $375.00.For this issue to resolve, the customer either needs to pay the balance or drop the dispute so that we can waive the late fee. She also needs to not file any more credit disputes.Thank you for contacting us regarding this complaint and allowing the opportunity to respond.Sincerely,TINA G.

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. There aretaxes and fees that we are required to place on a cellular bill. Per our end user agreement, we canchange the rates, fees, etc. at any time without prior...

notification.Here is the information that we received when we were told that this new fee was required. We havepassed this cost onto the customers who live in the areas that require these fees.The B&O Tax was added based on Section 3.01.020 of the City’s Code of Ordinances.? Sec. 3.01.020. - Telecommunications service occupation tax. There is imposed an occupation tax on the privilege of engaging in the business of furnishingtelecommunications services. This tax is levied upon providers in the amount of one dollar eightyonecents per month for each access line served by the provider for local telecommunication servicewithin the City of Wichita. The occupation tax shall be paid to the city by the provider based uponthe number of access lines served on the last day of the month for which the occupation tax isimposed.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F 503.675.8989

Complaint: [redacted]
I am rejecting this response because:  I did everything they told me to do and informed them it did not fix the problem!  They were notified of my problems with the phone LONG BEFORE the 60 day period.  They are the ones that kept screwing around and taking time to answer and never told me how to return the phone to them.  There is NO [redacted] repair store in this area.  I did chat with [redacted] and they said CC should have taken care of the problem when I first told them about it.  It would be a 5 hour drive for me to take it to an [redacted] store. 
Sincerely,
[redacted]

Revdex.com [redacted] Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I’m sorry for the frustration that this is causing the customer. Our system is designed to check the customer’s coverage when they sign up and will not allow...

for service to be setup if the coverage isn’t high enough however the coverage maps reported back coverage when in actuality Mr. [redacted] has little to no coverage. I apologize for the mistake. We don’t like to lose customers however we also want to be honest with them. Looking at the coverage maps I don’t feel that Consumer Cellular is going to be a good company for Mr. [redacted]. He is welcome to stay with us if he would like, but I believe he’s going to be disappointed by coverage and the service that we can provide him at this time.

Complaint: [redacted]I am rejecting this response because: 
I read the letter that you received from Consumer Cellular.    
 
Consumer Cellular NEVER COMMUNICATED TO ME ABOUT ALL THOSE CHARGES.   It was communicated to them to THEY DID NOT HAVE AUTHORIZATION TO TOUCH THE CHECKING ACCOUNT!    The phone was not to be put in my name.   I DID NOT USE THE SERVICES.
 
It was communicated to Consumer Cellular we no longer needed the services at all because the phone was in operable.
It was communicated to them we needed the account number, which was provided by the representative I spoke to.
I gave the representative authorization to speak to Ms. G. E[redacted] about my brother's phone.    At that time she was told the balance was $10.00.
I distinctly told Consumer Cellular to communicate directly with me and to mail all communications to me.
Yes, I did reverse the amount because the phone was not used.
Second, NO ONE EVER TOLD ME THEIR ABOUT THEIR BILLING PRACTICES!
NO ONE EVER CONTACTED ME VIA PHONE OR USPS.  AND THEY DID HAVE MY HOME ADDRESS AND PHONE NO.
Now, I will pay the $49 and change, but I will not pay the other amounts because they NEVER WERE EVER COMMUNICATED TO ME.
They will need to send me an INVOICE WITHT HE THAT AMOUNT.Sincerely,[redacted]

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I’m sorryto hear that our service did not work for Ms. [redacted]. I have cleared the charges from the account.In regards to Ms. [redacted]’s credit, we haven’t reported anything to the credit...

agency.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Mr.[redacted] cancelled service with us on 8/26/2016. The invoice that is owed is for the billing dates of8/4/2016 – 8/26/2013 in the amount of $13.88 plus a late fee...

of $10.00.I have removed the late fee and lowered the invoice as much as possible. The remaining balance to payis $9.79 and must be paid by 12/21/2016 or the account will fall back to the collection process.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F 503.675.8989

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Ms. [redacted] started service with one phone number on 10/20/17 and added a second line of service on 10/28/17. One of the numbers was ported out to a new carrier on 11/8/17, but the...

remaining line was not addressed. Ms. [redacted] contacted customer service on 11/28/17 to question the bill. Since there was no usage on the additional line, the agent sent a request to our billing department to apply the appropriate credits to the account. The charges on Ms. [redacted]’ account were waived in full under our 45 day Risk Free Guarantee. I’m sorry to hear that Ms. [redacted] was not contacted to let her know this was resolved. Please let us know if we can be of further assistance. Sincerely, JESSICA H[redacted]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. First I will explain the total balance on the account, then I will address the question about a second line of service. Ms. [redacted] first bill for service was $18.34 due on...

5/9/17. The payment was made on 5/29/17, twenty days late, so the past due balance was forwarded to the second invoice that generated on 5/20/17 making the total due $54.80. The past due balance of $18.34 was paid however the second invoice for service was not, so it is now past due. The third invoice generated on 6/20/17 and includes the past due balance of $36.46 and the current balance of $35.05, making the total balance due as of today $70.51. This is for the service dates of 4/18/17 – 5/17/17 and 5/18/17 – 6/17/17. This account was originally opened on 3/22/17 over our website. A new number ending in [redacted] was assigned. On 4/13/17, Ms. [redacted] called in and ordered a new SIM card to transfer her existing number from another provider. That is when the second line was added. I do not see a request to cancel the original line, however it sounds like Ms. [redacted] intended for the ported number to replace the number we assigned. I have gone ahead and waived the $10 additional line fees on both unpaid invoices in which they appear. This brings the balance due down from $71.51 to $49.75. Ms. [redacted] is on the appropriate rate plan for her usage, which is $20.00 + taxes per month for 1,500 minutes. Going forward, her invoices will only be for this plan unless she requests additional changes. The account is past due for the balance due on 6/8/17; the service was interrupted on 6/27/17. In order to reinstate the account, at least $14.70 needs to be paid, then the remaining balance of $35.05 can be paid on the next due date of 7/9/17. Once the past due balance is paid, Ms. [redacted] should be clear that she does not want to reinstate the line ending in [redacted] and only her phone number ending in [redacted]. I will monitor the account and ensure the extra line remains cancelled if the account is reinstated. Please contact us to make payment arrangements or the balance can be paid online.

March 2, 2018 Revdex.com Complaint ID [redacted] Kelly W[redacted] (#[redacted]) Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Kelly W[redacted] started service with Consumer Cellular 10/12/17 and the account was cancelled...

11/18/17, then reinstated on 11/28/17 and cancelled again on 12/22/17 when the number was ported out to another carrier. The first invoice for the service from 10/12/17 through 11/18/17 was waived automatically under our 45 day Risk Free Guarantee. The charges on the account were $55.57 for the service that was active and used in the bill period that ran from 11/29/17 through 12/22/17, the date of cancellation. The service dates can be confirmed on page two of the invoices. Kelly made the payment of $55.57 on 2/27/18 and we have waived the late fees that accrued. I’ve also proactively rerated that invoice to the lowest plans possible for the actual usage which results in a reduction of $19. I’ve processed a refund of $19 to the credit card used to pay the bill and nothing further is due on the account. Sincerely, JESSICA H[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected] www.ConsumerCellular.co...⇄ SW 69th Avenue ? Portland, Oregon 97223 800-686-4460 ? www.ConsumerCellular.com ? [email protected]

Complaint: [redacted]I am rejecting this response because: This is a follow up to complaint #[redacted]. Consumer Cellular sent me a new phone right before the warrenty expired and I returned the old phone. The old phone was returned to me along with a note stating they were chargine me for the phone because I returned it after the warrenty expired. I received the new phone prior to the warrenty expiring and returned the old phone.
I would like to receive credit for the charge of the phone. If Consumer Cellular would like to resend a prepaid mailing I would be happy to return it again.Sincerely,[redacted]

see attached
 
November 2, 2015 Revdex.com [redacted] Dear Revdex.com, Mr. [redacted] account was cancelled when another account in his household became past due by $1,565.48. Until this amount is paid on the other account, we will not turn on either...

account. Mr. [redacted] called us on 10/8/2015 and requested the unlock codes for his phone which were given to him. He was advised that we cannot guarantee that the phone will work on any other service. The last payment that was taken from the account in Mr. [redacted] name was for the service dates of 8/27/2015 – 9/24/2015 in the amount of $16.42. This was for the final prorated invoice for his service. Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Sincerely, TINA G[redacted]@ConsumerCellular.com www.ConsumerCellular.com [redacted]

Revdex.com:
[redacted]Please see attached documents[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]Sincerely, [redacted]