Consumer Cellular

Complaint: [redacted]
I am rejecting this response because I believe the replacement phone should have the same 1 year warranty as the defective phone it replaced. I appreciate the business' initial action to provide a replacement phone, but in their second response, they did not give a rationale for only providing 30 days on the replacement. I was patient working with Consumer Cellular for the 1st 2 years as we addressed continuous problems with my Moto G. I finally asked for, and have now received a replacement phone. It is also a Moto G, but a later edition. There is no logical reason that the 2nd phone would not have a 1 year warranty. The failure to provide one indicates to me that Consumer Cellular and Motorola have no confidence in the replacement phone. I'm willing to compromise on a 6 month warranty in order to resolve the complaint. The extra time gives me peace of mind and costs the company nothing (provided the replacement phone is in good working order). Is 6 months acceptable to the company?
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:I don't know what their response is.Sincerely,[redacted]

February 11, 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] account was cancelled as requested on 1/22/2016. Consumer Cellular bills...

in arrears for monthly service and usage, so when an account is cancelled there is always a final invoice for service through the cancellation date. The last payment made on this account was $68.22 on 1/20/2016. This paid for the service provided from 11/25/2015 through 12/24/2015. The invoice Ms. [redacted] has received is the final invoice for service that was active and used from 12/25/2015 through 1/22/2016, the date the service was cancelled. This invoice is prorated because the service was not active for the full bill cycle, which normally would have ended on the 24th. We’re sorry for any misunderstanding caused by the final bill. We reviewed the call where the account was cancelled and the call disconnected before the agent gave Ms. [redacted] the last digit in the confirmation number. The final balance due on the account was not discussed because the call dropped; the customer was not told that nothing would be due. Ms. [redacted] is welcome to contact us with any additional questions about the account or billing. Sincerely, JESSICA H[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST

Dear Revdex.com,
Thank you for contacting us regarding this complaint and allowing the opportunity to respond. [redacted] account is currently suspended due to a past due balance. Below is an accounting of the recent payments on the customer's account. As you can see, a payment was not made in June. Thus...

there was a past due balance and two payments were made in July. As of this writing, we have not received the payments for balances due in September or October. The balance currently due is comprised of $29.39 due on 9/25/16 for the service provided from 8/4/16 through 9/3/16 and $40.20 due on 10/25/16 for service provided from 9/4/16 through 10/3/16. In order to reinstate services, we will need to receive the full past due balance of $69.59
To make payments arrangements, please contact customer service at 800.686.4460. Payments can also be made by logging on to the customer's account online or through our automated phone system. If the payment is made within the next 12 days, the account will automatically reinstate. If the customer feels that the below chart does not reflect all of his recent payments, please contact me with the amount paid, the date and the payment method so I can complete additional research. 
Sincerely,
Jessica H[redacted]
CORPORATE EXECUTIVE RESOLUTION SPECIALIST
T 800.686.4460 F 503.675.8989
[email protected]
www.ConsumerCellular.com
 
 
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

Dear Revdex.com, In addition to returned check fees, $95.16 was due for services that were provided and used. On 3/28 the agent made it clear that the payment being made did not include anything other than charges for service. We will not be waiving any additional returned check fees. Below is a copy of an email we received on 3/17/17, after the ten checks were received, and our response that was sent on 3/23/17. Mar 17 15:41 Name: [redacted] Number: [redacted] Email: [redacted]@yahoo.com Topic: Billing Comments: hi I tried to make payments for my bill as much as I can. sent your office 10 checks dated every end of the month please deposit the check on the date listed. thank you Mar 23 09:09 Hello Ms. [redacted], Thank you for your email. I am happy to assist you with your payments today. Upon review of your account, I can see your checks have already been received, and were all processed on 3/15/17. Unfortunately, we are unable to take post-dated payments, and we apologize for any inconvenience. If there is anything we can do to further assist you, please reply to this email or call Customer Service at 800.686.4460. Thank you for contacting Consumer Cellular, 
[redacted] 
Customer Service 800.686.4460 Sincerely, JESSICA H[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected] www.ConsumerCellular.co...⇄

September 25, 2017 Revdex.com Complaint ID [redacted] (Customer # [redacted]) Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We appreciate Mr. [redacted] feedback and understand that cellular [redacted]s become...

indispensable during a disaster of any kind. We’re currently looking into the possibility of increasing our data plans, however at this time the maximum plan we offer is 5GB and any data usage over that it at a reduced speed. Unfortunately we don’t have a method available to remove the speed reduction for customers in certain areas as change in bandwidth occurs automatically based on the usage level. To support our customers in the areas affected by the devastation of Hurricane Irma we are automatically issuing an invoice credit to customers in Florida and Puerto Rico toward the cost of any overages. The credit will automatically be added to a customer’s account at the time of billing if they have an overage charge. Please let us know if we can be of further assistance. Sincerely, JESSICA H[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T [redacted] F [redacted]@ConsumerCellular.com www.ConsumerCellular.com 12447 SW 69th Avenue ? Portland, Oregon 97223 [redacted] ? www.ConsumerCellular.com ? [redacted]@ConsumerCellular.com

February 16, 2016 Revdex.com [redacted] Dear Revdex.com, I’m sorry to hear that Mr. [redacted] is unhappy with his phone. Quite a few of our phones do run the higher version of Android however the phone that Mr. [redacted] purchased is now over a year...

old and isn’t compatible with the higher operating system. It also is no longer eligible for a refund. At this time Mr. [redacted] only option to get the newest version of Android is to purchase a new phone, some of which we offer at a discounted price for existing customers. If Mr. [redacted] is interested in doing this he may go online to order or may call us at 1-800-686-4460. Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Sincerely, TINA G[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST

Dear Revdex.com, We have rerated the bill for service from 2/18/16 through 3/17/16 to the best plan for the customer’s usage and this provided a $5 credit. The new balance for this invoice is $65.64. There will also be a final prorated bill for the service that was active and used from...

3/18/16 through the cancellation date of 3/21/16. That invoice has not yet generated however a copy will be sent as soon as the invoice is prepared. The service was active and used through the cancellation date of 3/21/16, no further credits will be offered. I have sent a copy of the current invoice to Mr. [redacted] email address [redacted]@sbcglobal.net so that he can review the usage detail. Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Please keep in mind that the balance due on the invoice copy is the original balance and does not include the credit I applied. Thank you for contacting us regarding this complaint and allowing the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]This company is not telling the truth. I could NOT cancel by phone. Simply due to the fact I could not get through to the business.Through their phone. I called the customer service number of  1-888-345-5510. So with this conclusion they claim I called on 7/11/2017 which is a bold faced LIE! The only day I called this number was on 7/10/2017 at 4;02 pm. This is through their own phone.Then I got tired of the hold times! It was only on [redacted] that I was able to contact someone with customer service.So this is the second LIE they are telling. Their own phone shows that I called once on CC phone,on the previous CC which I have. Was going to print out my usage but unable to because they delete the bills. So I could not print them off. This company uses deceptive trickery and outright lies to lure customers into thinking they get a great deal.The fact that they were caught in 2 lies . Goes to show the left hand does not know what the right is doing.The fact that they were caught in 2 lies shows they will do others.The only way I was able to cancel was on [redacted]. You do not know who you are talking to on [redacted] since they use their generic name CC.

Complaint: [redacted]I am rejecting this response because:I will return the phone (still in the box) and await my $107.00 refund.  Please advise how long it will take to issue that refund after you receive the phone.  As with prior responses this company only addresses one issue at a time which shows their lack of good faith.  They can see that the service was never activated yet they billed me every month for over a year.  They did not address this issue.  They also did not address why they advertise three ways to get in touch with them then don't allow a consumer to reach them when they use any of those methods.  These issues were raised in my original complaint letter but each of the company responses are silent on these issues.Thank you  Sincerely,[redacted]

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. The issuethat was reported to us, for which we offered the warranty replacement, was during a phoneconversation on 3/2/2017. The phone had been purchased on 12/4/2016...

so it was outside of the returnpolicy.If Mr. [redacted] would like a warranty replacement for the phone we are still able to do that but it is nolonger eligible for a refund.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F 503.675.8989Corporate.Resolution@ConsumerCellular

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We donot have any records of Mr. [redacted] requesting to have that line of service cancelled in September.However, since there was no usage, I have provided 5...

months’ worth of credit in addition to a month ofcredit that was already given to him. These credits have been applied to his account balance.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

Complaint: [redacted]I am rejecting this response because:What consumer cellular did not put in their message, is that when I called in October and spoke to the customer service agent, I was told I had a zero balance at that time, and that the late fees they were applying to my account were in error.  The rep told me in October that I owed nothing and that my account was closed, she never mentioned that I owed any money, and on the contrary stated that Consumer Cellular was in error, which is why I was shocked to receive another statement.  Obviously one hand does not know what the other hand is doing at this company, and they can't even own up to making an error, which obviously happened at some point.  The amount I paid, is small, but that is not the point, this company caters to [redacted] members, which may be easy targets for nickel and diming on the bills, like they did to me.  If they had any integrity they would apologize, own their error, and refund the small amount of money that they said first I did not owe, and then said I did owe.   
Sincerely,[redacted]

June 8, 2016 Revdex.com [redacted] Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. On 4/17/2016 we took a payment in the amount of $61.86. On 5/6/2016 the customer had us update his card information...

to the new card. We received the notice on 5/25/2016 that the charge from 4/17/2016 was being disputed. We returned the funds back to the card company however this charge was valid. We put the amount onto the account as being owed and a $25.00 late fee was assessed. The customer has paid the disputed payment and the $25.00 late fee and his account is active. As a onetime courtesy I will credit the $25.00 onto the customer’s account. This is not something that we typically waive unless the customer drops the dispute with their card company and, should we receive other disputes, we will not provide this credit again. Sincerely, TINA G[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected] www.ConsumerCellular.co...⇄

Revdex.com Complaint ID# [redacted] (Customer # [redacted]) Dear Revdex.com, Thank you for forwarding Ms. [redacted] reply. I apologize for any frustration experienced after our previous response. Consumer Cellular ships and receives thousands of packages each day, and returns are processed in the order they are received. Once a package is delivered to our warehouse, it takes additional time for each package’s contents to be evaluated and credits or refunds applied. Our shipping department makes the information available to customer service as soon as this happens, however it is not instantaneous upon delivery. I’m sorry that the timing was such that we received her complaint prior to the return being processed. Since our original reply on 6/5/15, our shipping department has processed the phone that was returned. A refund of $98.65 was issued to the card ending 2527 on 6/9/2015. The return of the phone also cancelled the EasyPay financing plan for the phone’s remaining cost. Depending on the policies of the customer’s card issuer, it may take additional time for them to post the refund to her account. If I can be of further assistance, please let me know. Thank you for contacting Consumer Cellular and allowing us the opportunity to respond.

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. As thecustomer mentioned the cost of the talk and connect plans, plus access fees for all lines, is free. Thecustomer did receive those all free. The customer was...

billed the taxes associated with the plans, whichis not free.We do not have free trials with our service. All of our advertising as well as our website states that it is aRisk Free Guarantee. Here is what the customer would have seen when they went to our website andsigned up.The customer did exceed the risk free guarantee requirements so the invoices are valid. However, thecustomer was on a rate plan that was higher than what they actually needed. Based on that, I havererated their invoice as if they had been on the lower plan. This has place a credit of $30.68 on theiraccount. I will have this sent as a refund to the customer. It can take a few weeks for them to receive thecheck.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. Len escalated Ms. [redacted] email to his manager on 4/29/16 as she requested. A credit was applied as a one- time courtesy. Express shipping charges...

are charges we pay to USPS and are not refundable when a customer decides to return a phone. However, Ms. [redacted] has been a loyal long-time customer so an exception was made. The $10.70 credit was applied towards her Consumer Cellular account and will be deducted from her next bill. Sincerely, JESSICA H[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected] www.ConsumerCellular.com

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]  PS:; regarding their response...THEY told me about the nifty fifty program...they don't need to explain it to me now...they told me I was going to get it. Furthermore, about the date of usage...yeah, we could make calls, but we could not receive calls. So it really was not working until April 6th. I will accept their settlement...but they need to stop making excuses for their company and acting like they are doing me some kind of favor. An apology would have been nice.

Complaint: [redacted]I am rejecting this response because:
 
I'm angry that they did not know the voicemail was down and continued to blame me for the system being down.  They did not offer to send me a sim card for 4 to 5 days then I have to wait another 4 to 5 days to get other service is incredibly non responsive.   It should be sent in one day over night.  I'm not using my phone because no one can get voicemail if I'm not anwering.  I am a new customer paying $60.00 per month for service and 1/2 of my service is down for 1 week.  
I want credit for 3 months.  This is unacceptable and I can not believe that they are so very lax.   They can send me a sim card. We'll see if I'm going to stay with them.  
 
This is unacceptable service.  
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.  Thank you for such an expedient response and taking care of this matter and thank you to consumer cellular for taking care of this matter, my faith is restored in the company .Sincerely, [redacted]