Consumer Cellular

May 15, 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. We replied to Mr. [redacted] original complaint on 4/1/16 and advised that a payment of $38.71 would be accepted for the...

final balance. Mr. [redacted] contacted us by email on 4/16/16 and indicated he would pay the $38.71 and an agent replied that we could waive the late fee once the payment was made. We received no further contact and the balance was not paid until a month later on 5/12/16, so an additional late fee accrued. Late fees are not waived prior to payment for services being received. Once the payment of $48.71 was received on 5/12, the final late fee was waived. At this time, the account balance is zero and paid in full. Sincerely, JESSICA H[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 us the opportunity to respond. We have a risk free guarantee period so that the customer can try out the service to see if it works for them, and if not, return the phone(s) for a refund. Our unlock...

policy is stated both in our end user agreement as well as online on our web site. I will include both of these below. We do, on some occasions, allow customers to pay a fee to have them unlocked prior to the 180 days. For an iPhone that is $120.00. I have looked over Mr. [redacted]’s account and as long as the iPhone is in like-new condition (no drops, cracks, scratches, physical damage of any type, no liquid exposure) we can extend the return period for him however I can only do this for a few more days and that window will close. I will send this response directly to him in an email as well to help ensure that he responds to me in a timely fashion. My email address is in my signature below. Online Information: Can Consumer Cellular unlock my device? Phones & Services > Using Your Phone Phones sold by Consumer Cellular are designed to work specifically on our service. To allow us to make them more affordable for our customers, Consumer Cellular sells them at a price that is actually below cost. To help offset this loss, phones can only be used with Consumer Cellular service for the first six months they are in use. After that, customers may request that the phone be unlocked so long as the device has been paid in full, and the account in question is not past due. End User Agreement Information: 3. WHAT TERMS RELATE TO MY DEVICE AND CONTENT? 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 responsible for complying with U.S. Export Control laws and regulations and the import laws and regulations of foreign countries when traveling internationally with your Equipment. Sincerely, TINA G[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected] www.ConsumerCellular.co...⇄

Revdex.com [redacted] Dear Revdex.com, After review of Ms. [redacted] account, I can confirm that there was no usage during the last billing cycle she was with us. As a courtesy I waived that invoice as well as the two late fees she incurred. Her account is now at a zero balance. Thank you...

for contacting us regarding this complaint and allowing the opportunity to respond. Sincerely, TINA G[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST [redacted]@ConsumerCellular.com www.ConsumerCellular.com

Complaint: [redacted]
I am rejecting this response because:  I have no idea what it is.  I tried to open the file and was unable to read it.  If Consumer Cellular  is offering me and I-7 phone, I reject that.  I tried one before I bought the Galaxy J3 and found it unsatisfactory.  I want a refund of the money I paid for the Galaxy J3.  Cons. Cell made the I-7 offer in response to the same complaint filed with a different agency (I have filed it everywhere I could find to do so); I think OR Dept.of Justice but am not sure.  I rejected it there also.
[redacted]

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Our enduser guide, which is sent with every new account, does state that phones are locked to ConsumerCellular and will be unlocked at our sole discretion. The policy is that the phone must be with...

service for180 days prior to unlocking.Since [redacted] was close to 180 days when the account was cancelled, I will go ahead and providethe unlock code: Carrier Unlock Code: [redacted]Please note that this does not guarantee service or compatibility with any other service.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. Mr. [redacted] cancelled his account on 5/16/2016. It appears that the phone was not fully disconnected in our system and some data came in after that date. I have waived the final...

invoice of $4.23 which is where this data occurred. The other invoice that he requested credit on is for the dates of 4/17/2016 – 5/17/2016. There was usage and the invoice is valid. No credits will be applied. Sincerely, TINA G[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected] www.ConsumerCellular.co...⇄

Complaint: [redacted]
I am rejecting this response because my aunts address didn’t change, we only had the mail forwarded to notify all of her passing. Your policy’s suck with what has to be gone through in order to close an account. What happens when the account goes into collections then? You then send harassing letters to my mom about my aunts account being delinquent? My aunt DIED and when she passed the account should have been deleted and closed when we notified you of her passing instead of all the stupid letters and all the wasted time we had to spend on you notifying you over and over again that she is gone and NO ONE treponsible to pay her account since she didn’t have any estate. You are still continuing to waste both our time in keeping this account open and this is a sin what your process is when someone dies. I will pass the word along to any I know of how poor you treat your customers family when they are already going through enough.
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because: 2 reasons. The sim card was to small and I was told to go through with it and it would work anyway. It was only after my Boost was shut off the representative told me I would have to buy one of their phones and I did not have [redacted]  so I would have to have a higher service plan. Customer Service was APPALLINGLY rude!! Rarely do I ever encounter being treated so disrespectful.Sincerely,[redacted]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I apologize that Ms. [redacted] has had such a frustrating experience. I can replace the phone under warranty and send another phone. Ms. [redacted] will need to return the old phone to us....

Our shipping inspection team will inspect the old phone to verify whether or not the charging port was damage through misuse or defect. If it is found to be damaged or the phone has other types of damage (cracks, scratches, liquid exposure) the return will be denied and Ms. [redacted] will be required to pay for the replacement phone. I will have someone reach out to the customer to go over all of this prior to us sending the replacement. Sincerely, TINA G[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected] www.ConsumerCellular.co...⇄

Thank you for contacting us regarding this complaint and allowing the opportunity to respond. This account was opened 11/10/16 and closed upon request on 4/19/17. Consumer Cellular bills in arrears for monthly service and usage, so there is always a final bill when service is cancelled....

The customer’s phone number was not ported to another provider and remained active with Consumer Cellular until the date service was cancelled. There was incoming and outgoing usage through 3/22 and incoming MMS usage through 4/8/17. Mr. [redacted] called customer service on 4/26/17 and indicated that on 3/23/17 they began using the phone on a new service with a new phone number, not that his phone number was ported from Consumer Cellular. If the phone number had been ported out, the account would have been cancelled automatically. If a customer wants to end service without porting the number out, we needed to be contacted as we have no way to know they wish to cancel service. The final billing on this account totaled $40.55 and covered two invoice periods. The first invoice was $30.02 for the service dates of 3/10/17 through 4/9/17 when 1,153 minutes, 647 text messages and 28 MB of data were used. In the final prorated billing period, the service dates were 4/10/17 through 4/19/17 and the balance was $10.53. This was a valid bill for service through the cancellation date, however, there was no usage. A payment of $40.55 was made 4/26/17, however, I have gone ahead and applied a credit of $10.53 and processed a $10.53 refund back to the credit card. Depending on the policies of the customer’s bank, it may take 7 to 10 days for the funds to be returned to their card. Please let me know if we can assist further.

Dear Revdex.com,
Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Thisaccount was opened over the phone on 10/14/2014. The account was opened in [redacted]’s name withthe same billing address listed on this Revdex.com complaint. A credit card was put on file for...

automaticmonthly payments. We sent a bill each month to the home address with a memo that shows “Do NotPay - Your credit card will be billed on your due date” on the remittance portion of the bill.
We did not receive any contact regarding this account until May 19, 2015 when [redacted]called in stating the credit card on file was hers and she would tell [redacted] to call in and change it. Again, wewere sending billing statements to the home monthly as well as additional notifications if the card onfile declined or the account became past due. Every payment on the account was collected viaautomatic payments that the account holder set up when opening the account.
The service was last used on this account on 4/20/2015. The last payment received on the account was$27.29 on 10/18/2015. This is for the service provided from 8/27/2015 through 9/26/2015. Theremaining balance on the account is $95.51 for service provided from 9/27/2015 through 12/16/2015,the date the service was suspended for non-payment. Because there was no usage during this period,we will, as a courtesy, waive the billing and late fees on the account. Nothing further will be due,however the payments made are valid and will not be refunded.
Consumer Cellular bills in arrears for monthly service and usage. As long as payments are being madeservice will continue. If a customer wishes to end service, it is their responsibility to notify us. Ourcollections department finally called and spoke to [redacted] on 12/16/15 when the service wasinterrupted and she indicated she wanted to cancel service. Though the billing is valid through thecancellation date, we have waived the unpaid bills in good faith to try to resolve this complaint.
If we can be of further assistance please let us know.
Sincerely,JESSICA H[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. We received a call from Ms. [redacted] today and she and her bank representative provided the necessary information for us to locate the payment. The payment was misapplied because the account number written on the check looked like a different account number, so the payment was not linked to Ms. Gilliam’s account. We’re sorry for the inconvenience this caused and are glad that this has been resolved.Since Ms. [redacted] made a credit card payment on 10/27 to cover the past due balance, there is now a credit balance of $57.86 on her account. This credit will be applied towards the next invoice which would be due in December. If Ms. [redacted] prefers, I can refund the credit card payment she made on 10/27; please send us an email at [email protected] if she would prefer to have this refunded. Please let us know if we can be of further assistance.Sincerely,JESSICA H[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.
Sincerely,
[redacted]

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Mr.[redacted] spoke with one of our employees on 9/12/2017 and the call was reviewed. The customerwas given a credit which lowered his invoice, which had...

also accrued a late fee, from $65.08 to $47.08.SIM cards are sold with our welcome guide, and in that welcome guide the conditions of the risk freeguarantee are included. The remainder of the invoice is valid however as an additional courtesy; I haveapplied an additional $5.00 credit. The remainder left for the customer to pay is $42.08. If this is notpaid, additional late fees will accrue.Sincerely,TINA G[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. We’re sincerely sorry for Ms. [redacted]’ loss and understand that this is a difficult time. When Ms. [redacted] initially called in and notified us that her husband had passed, she agreed to change the...

account into her name and accepted financial responsibility. Later in the call, she made a payment and cancelled the account. Since there was no usage during this period, I’ve gone ahead and waived the invoice. Nothing further will be due. Please let us know if we can be of further assistance.

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] has a credit card on file with us (ending [redacted]) to automatically pay her monthly invoices. On 7/22/15 we attempted to...

charge the credit card $35.89 and the card declined. We attempted the charge again on the 23rd and received the same declination. We contacted Ms. [redacted] to let her know the credit card declined. She called on 7/24 to let us know that she is waiting for a replacement card and made a payment by electronic check with one of our customer service agents. When collecting an electronic check payment, a customer reads both the routing number and account number twice. This prevents data entry errors and facilitates accurate processing of the payment information provided. An electronic check is not processed immediately like a credit card; we transmit the information we are provided to the bank who then processes the payment. The e-check payment made on 7/24 was returned by the bank on 7/30/15 with the message “no account/unable to locate account (account number structure is valid, but does not correspond to individual or is not an open account)”. This is not due to insufficient funds but due to incorrect account information being provided. Ms. [redacted] contacted customer service on 7/30/2015 and made another e-check payment for the balance. At that time, the $25 returned check fee was waived. The electronic check payment from 7/30 is still being processed. I recommend Ms. [redacted] contact her bank and verify she provided the correct routing and account numbers. If the second e-check is returned, I encourage Ms. [redacted] to contact our billing department at [redacted] so we can conference with her bank. We understand that she is frustrated, however we simply processed the routing and account numbers that we were provided. If that information is incorrect, we have no way to verify that prior to processing the payment. We will continue to monitor this account to verify the payment is successful. If we can be of further assistance, please let us know. Sincerely, JESSICA H[redacted]

Complaint: [redacted]I am rejecting this response because:
[redacted]Please see attached response[redacted]
Please be advised that the complaint has not been resolved. I have not received any responsefrom Consumer Cellular. Please continue to try to resolve the problem.
Sincerely,[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.Equipment cannot be returned for a refund or exchange if there is any physical damage- the device hasto be like new. The photos we took in our office are of the same device that was returned to Mr.[redacted]. If Mr. [redacted] believes that the phone does not have any physical damage or scratches and hewould like to return it again, I will personally inspect the device. If there are scratches, we will return thephone back to the customer. In order to do this, please contact us [email protected] and we will send another prepaid return label.Sincerely,JESSICA H[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. Our riskfree guarantee states that if a customer cancels within 45 days and 450 unites of usage we will waiveinvoices and accept phones purchased from us, in...

like-new condition, for a refund. We did accept Mr.[redacted]’s phones back and he was refunded for those. His usage however, was 1,833MB of data and 169voice minutes. Therefore, the invoice is valid.When Mr. [redacted]’s phones were sent to him, we sent a welcome guide. In the welcome guide, it stateswhat our Risk Free Guarantee policy is.The invoice was prorated based on the number of days that Mr. [redacted] had service with us. This can beseen on page 2 of the invoice and I have verified that he is being billed the best possible rate based onlength of service and usage.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. We did not receive a letter requesting cancellation. The shipping department does not handle account cancellations; they only handle equipment. After looking at the invoices...

there was some minimal usage however due to the circumstances we have waived the bill at the collection agency. It can take up to 15 days for those charges to clear.