Consumer Cellular

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I am happy to provide the pictures of the denied return below. Returns must come back in like-new condition. In regards to the lock on the phones, Consumer Cellular does lock...

their phones for a period of 180 days from date of purchase. This is outlined in our end user agreement, which I will also include below. Due to the customer having been with us for many years, I have waived the $120.00 early unlock fee and I unlocked the phone on 10/11/2017. The customer will need to connect their iPhone to iTunes via a computer to complete the unlock process. 3.1 My Device. You are responsible for all phones and other devices containing a SIM assigned to your Device. Your Device must be compatible with, and not interfere with, our Services and must comply with all applicable laws, rules, and regulations. We may periodically program your Device remotely with system settings for roaming service, to direct your Device to use network services most appropriate for your typical usage, and other features that cannot be changed manually. If you bought a Device from Consumer Cellular, it may have been programmed with a SIM lock which will prevent it from operating with other compatible wireless telephone carriers’ services. If you wish to use this Device with the service of another wireless telephone carrier, you must enter an Unlock Code. Consumer Cellular will provide the Unlock Code upon request, provided that you meet certain criteria including, but not limited to the following: (a) you have paid for your Device in full; (b) the equipment has been active on Consumer Cellular’s service for at least six months and the account is in good standing (i.e. it has no past due amount or unpaid balance owed Consumer Cellular); (c) your Device has not been reported lost or stolen; and (d) Consumer Cellular has the Unlock Code or can reasonably obtain it from the manufacturer. Consumer Cellular may allow you to pay a fee in lieu of the above criteria. The fee will be set by Consumer Cellular in their sole discretion. For further details on eligibility requirements and for assistance on obtaining the Unlock Code for your handset, please call 1 (800) 686-4460. Devices purchased for use on Consumer Cellular’s system are designed for use exclusively on Consumer Cellular’s system and Equipment. You agree that you will not make any modifications to the Equipment or programming to enable the Equipment to operate on any other system. Consumer Cellular may, at its sole and absolute discretion, modify the programming to enable the operation of the Equipment on other systems. You are solely [redacted] www.ConsumerCellular.com [email protected]

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 opened on 4/20/16 over the phone with a customer service agent. It’s unclear what caused the order not to...

create, but we are investigating to prevent this from occurring in the future. Understandably, this was a frustrating experience for Ms. [redacted] and certainly not how the sales activation process normally goes. Ms. [redacted] contacted us on 4/26 when she hadn’t received the SIM card and an agent reordered the SIM to transfer her phone number from AT&T. Ms. [redacted] then spoke to Cassie, a Supervisor, and cancelled the account and SIM card order before it shipped. We can definitely reinstate the account and order a SIM card to ship USPS Priority Mail. That is the only shipping option we have available for the free SIM card. If Ms. [redacted] would like to get a SIM card at either Target or Sears, she could reinstate the service and activate the account the same day. Because there was no active line of service, there will be no billing if the account is not reinstated. If Ms. [redacted] would like to activate a SIM card purchased from a retail partner or reinstate the account and order a SIM, please contact us at [email protected] or 888-465-6690. The account is notated and her call will be transferred to our escalations team for assistance. Sincerely, JESSICA H[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989

Dear Revdex.com,
Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Thisaccount was opened 12/27/2015 and closed upon request on 11/12/16. On 5/12/16, Ms. [redacted]purchased a Motorola Moto E LTE Smartphone to replace her existing flip phone. We next spoke to...

thecustomer on 6/29/16 when her plan was raised from the bill-per-use voice plan to a monthly plan thatincludes 250 minutes for $15 plus tax. On 8/11/16 we spoke to Ms. [redacted] and removed the textand data plan. When the next bill generated on 8/29, our system billed the customer $2.50 to cover asmall amount of data usage that occurred in the bill cycle from 7/27 through 8/26. On 8/30 we applied a$5 courtesy credit to reduce the charges from $25.05 to $19.16. There was not an error made on thebilling, the customer was charged properly for her plans.
According to the account notes, the unlock code for the Moto E was provided to the customer uponrequest on 11/12/16, the date she cancelled the account. For her records, the unlock code is [redacted].Consumer Cellular bills in arrears for monthly service and usage. When an account is cancelled there isalways a final invoice for service through the cancellation date. The last payment made on this accountwas $14.02 on 11/17/16. This paid for the service that was active from 9/27/16 through 10/26/16. Onemore invoice will generate for the service from 10/27 through the cancellation date of 11/12, however,since there was no usage in that period I will waive the invoice once it generates. The billing already paidis valid and no additional refunds or credits are due. If we can be of further assistance please let usknow.
Sincerely,JESSICA H[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F 503.675.8989Corporate.Resolution@ConsumerCellular.comwww.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]

May 6, 2016 Revdex.com [redacted] RE: [redacted] Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. The phone that is using the data is associated on the account to [redacted], who is also a secondary user named on the account. On 4/29/2016 we...

received a call from the customer and on that call the customer stated that there was an app running in the background which is constantly syncing. We were not able to help him remove the app and the phone is not one purchased from us. The customer stated he would call [redacted] to see if they could assist. We also advised the customer how to connect to WiFi. The agent led the customer through seeing where the data was being used and it was being used by the phone. The customer also stated that their granddaughter was synching the phone to download the contacts. At this time the usage is valid. And credits will not be applied.

Revdex.com Complaint ID [redacted] (Customer # [redacted]) Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. A technical support team member spoke to the customer on 4/28/16 and went through troubleshooting steps to address the problems...

experienced. At that time, the representative believed that the issue was signal related and was not caused by the phone itself. After receiving notice of the complaint, we called and spoke to [redacted] and agree that processing a warranty for the device is the appropriate next step. A replacement device has been sent at no change pending return of the defective device. As long as the defective device is returned within 14 days with no physical damage or water damage, there will be no charge for the replacement phone under warranty. We appreciate that Mr. and Ms. [redacted] have given us the opportunity to address their concerns. If after receiving the new device the issue is not resolved, please let us know. 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]

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We willnot be refunding the cost of getting his credit report.I had one of my leads contact Mr. [redacted] this week and this was all discussed with him at that time.We require anyone who signs up for payment plans on our phones to be on autopay during the timethat they are paying off the phone.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

Dear Revdex.com,We did not change the customer's plan, the rate plan has been the same since 2014. The customer requested a credit for his overage and we applied the appropriate credit- as if the plan had beencorrect for the customer’s usage. The usage is valid and the billing is correct after the applied credit.  We sent usage alerts at the dates and times I previously outlined. The first alert was triggered at 94% because prior to that usage reporting the customer was under 75% of his planusage. Usage is reported by the towers in batches, not minute by minute in real time. Nothing further will be credited. Sincerely,JESSICA H[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALIST[redacted]@ConsumerCellular.comwww.ConsumerCellular.com

Complaint: [redacted]
I am rejecting this response because:I have received a letter from you that was forwarded from ConsumerCellular (CC). I called Tina G[redacted] but the phone number listed was CC's regular customerservice number. The person I talked to did email Tina but she responded by telling someone else to call me. In her letter to you she made the point that there are tons of apps that I can be down-load and the assumption being that there should be some replacement app I coulduse. Is she can find me a replacement app for E-Trade, Options House or Kroger, shewill solve my problem and I will no longer have a complaint. Respectfully, [redacted] P.S. As a reminder, my complaint with Consumer Cellular is that the operating on       my 18 month old phone can not be upgraded and therefore I can not down-       load or upgrade the above mentioned apps. I paid $250 for my phone and      there solution is for me to buy a new phone but to prevent the same problem      from happening they suggest I buy a  certain brand/model and I might not      like that brand or model. The person I talked with admitted that on some cheaper      phones the operating system are not upgrade-able and therefore admitted that      they are to some degree at fault for the problem I am having. (I don't consider      $250 to be cheap.)

Revdex.com Complaint ID [redacted] (Customer # [redacted])Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Thisaccount was opened on 7/11/2017 and Ms. [redacted] ordered a Consumer Cellular 101 flip phone for$30 plus tax ($32.40). During the...

time service was active, 22 voice minutes and 21 complimentaryminutes (calls to Consumer Cellular) were used.Ms. [redacted] sent seven emails to customer service on August 3rd 2017 (at 08:33, 09:01 15:52, 15:58,16:02, 16:06, and 16:07 pacific time) requesting to cancel her account. She also called and spoke tocustomer service at 16:09 the same day. The account was cancelled as requested over the phone and aprepaid mailing label was sent to return her cellphone. Because the account was cancelled with lessthan 30 days and 300 units of usage, the invoice for service was waived and there will be no charges.In order to return equipment, the items must be in like-new condition without any signs of physicaldamage, significant wear and tear or water damage. Ms. [redacted]’s phone was received by our shippingdepartment on 8/14/17 with deep dents in the corners of the phone. It is standard practice for ourreturns processors to take pictures of any equipment we receive that is denied for any reason. Becauseof the damage to Ms. [redacted]’s phone, the equipment is not eligible for a refund and was returned toMs. [redacted] by US Mail. Ms. [redacted] called customer service on 8/16 and stated she received thephone back and was unhappy with the service she has received.On Wednesday 8/16/17, Ms. [redacted] sent the following email to customer service, which I replied topersonally on 8/17 at 08:02 (below):[redacted] Wednesday August 16, 2017 13:41your customer service [redacted] I returned your [redacted] phone and you sent it back now you say thephone was dented I never even used the phone and to top it all off now you say I have to pay for thephone I thought I already paid for it so you all can go to hell you want more money garnish my welfarecheck. Your a bunch of [redacted] By the way when I sent the phone back I packed it allthe original packing so if was dented it was because of your [redacted] packing. I am going to report you toevery single consumer agency I can find I don,t like being called a liar and that is just what you did whenyou said the phone was dented. My brother is a lawyer and I am going to have him look at this phonetomorrow you are a [redacted] company I am also going to contact [redacted] let them know I was on hold for20minutes and then you hung up on me.Ms. [redacted],I've reviewed the photographs taken of your phone when it was received in our shipping department.The damage to the phone is significant and there was no indication it occurred in shipping. As youcancelled within our guarantee period, you were not charged for service with Consumer Cellularhowever the phone is not eligible for return or refund. We are not seeking any payments from you andyour account balance is zero.Regards,Jessica H[redacted]Digital Communications ManagerCorporate Executive ResolutionCustomer Service 800.686.4460www.ConsumerCellular.comIn response to my reply on 8/17, Ms. [redacted] has sent eleven emails between Friday August 18th andTuesday August 22nd at 06:27 AM. As I had been out of the office, I replied Tuesday morning at 08:11AM with the pictures we took of Ms. [redacted]’s phone when it was returned. I’ve attached a copy of thephotos that were provided to Ms. [redacted]. This phone cannot be returned and nothing is due toConsumer Cellular for either equipment or service charges. Please let me know if I can be of furtherassistance.Sincerely,JESSICA H[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Ms. [redacted] began service on 3/6/2015 and was suspended due to non-payment of 6/4/2016. There was usage up until the suspension date. The invoices that are owed are as follows, and are valid. Service Dates...

Invoice Amt Past Due Amt Total Amt Due Amt Paid Amt Remaining 4/4/2016 – $131.52 0 $131.52 0 $131.52 5/3/2016 5/4/2016 – $131.52 $131.52 $263.04 0 $263.04 6/3/2016 6/4/2016 – $32.71 $263.04 $295.75 $100.00 $195.75 6/7/2016 n/a $10.00 late fee $195.75 $205.75 $50.00 $155.75 As a courtesy I have applied a $20.00 credit to Ms. [redacted] account which lowers the amount due to $135.75. I recommend that Ms. [redacted] contact us as soon as possible to avoid additional late fees and further collection efforts. Should the account be transferred to collections we will remove all courtesy credit given and additional fees will be assessed.

Revdex.com:
the complaint is resolved. Sincerely, [redacted]

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Iunderstand that Ms. [redacted] doesn’t agree with our decision however we will only allow for one device peraccount.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

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]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Mr. [redacted] cancelled his service on 12/26/2015 when he transferred his number to another company. The invoices that are owed are as follows. 11/22/2015 – 12/21/2015 in the amount of...

$101.36 This invoice was high due to data overages. 12/22/2016 – 12/26/2015 in the amount of $12.81 Two late fees have also accrued in the amount of $10.00 each. Total owed to the account is $134.17 I have emailed a copy of all the invoices starting with the one for $101.36. As a courtesy I have adjusted the invoice that had overages down to $55.64 and I have also waived the two late fees. This has lowered the total amount owed to $68.45. I recommend that Mr. [redacted] pay this amount as soon as possible to avoid further collection efforts and late fees. If the account is sent to collections, all credits will be reversed.

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 has caused Mr. [redacted] The payment he sent us was applied to the wrong account. Once we realized this, we looked for the payment and we were able to...

correct the error and reinstate service. Mr. [redacted]’s account is active and working again. His calls were routing to us due to the suspension and this has also been fixed.
I responded to the FCC complaint on 10/5/2016 with the same information.
Sincerely,
TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected]

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] had a difficult time with Consumer Cellular. Looking back over the 8 months that there was service there was minimal usage. I have waived the final three...

invoices based on limited usage and we will issue a refund of $74.60. It can take up to 3 weeks to process. The phones are outside of the return period. One of the phones is a year old and we can’t accept it back. If Ms. [redacted] would like to mail the other phone to us we can accept it back for a refund. The phone must be in like-new condition (no drops, liquid exposure, scratches or other physical damage) and must have the charger & battery. You may mail the phone to: Consumer Cellular Returns 12447 SW 69th Avenue Portland, OR 97223 Please include a note with the account name and account number as well as stating to reference Revdex.com dispute [redacted]. I recommend that the package be sent with tracking so that if anything happens getting here to us, the customer will have recourse with the postal service. Sincerely,

Complaint: [redacted]I am rejecting this response because: It seems like a deceptive practice because the website allows you to go in and track your usage and appears to be up to date. I know that now, for the future, but how was I supposed to know that before, that it wasn't actually up to date?Sincerely,[redacted]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I’m sorry to hear that Mr. [redacted] is continuing to experience issues with our service. I had Mike reach back out to him however it sounds like there is nothing further we can do as he is transferring his number to another provider. Mike will continue to monitor the account to ensure that the transfer goes as smoothly as possible. I had already applied credits above and beyond the service lost. At this time no further credits are due. 
 
[redacted]Please see attached[redacted]