Consumer Cellular

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Yes, there were 3 payments in total that were taken. Two were taken on 6/13/2016, although one wasn’t applied to the account until later due to a system error, and another on 6/27/2016. Out of...

those 3 payments, we received a notice on two of them that the bank was not authorizing the funds and therefore we did not receive any funds. In essence this means that the customer only made one payment. When a payment is made and then the funds are disputed, late fees of $25.00 per payment are also assessed. Due to the issue with the account, where the payment was taken but not applied, we did clear the late fee that accrued. The current balance on the account is $23.16 which is for the service dates of 6/15/2016 - 6/28/2016 and is due on 7/22/2016.

Complaint: [redacted]I am rejecting this response because:
Because they have already been running me around in circles far too long and their response addresses none of the problems or remedies outlined in my complaint.  They are tone deaf.  The inadequate response they sent to you simply highlights this further.  They have exhausted my patience and I want out.  I am done dealing with them.  I want my account closed.  I want them to stop billing my credit card for services I am not receiving now nor ever did.  I also want the other remedies discussed in my complaint.  The company's response addresses none of those issues and simply highlights how tone deaf they are.  What they need is to be sued so they will stop robbing people and be so casual about it like it is no big deal.
Thank you
Sincerely,[redacted]

Dear Revdex.com,
Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I'm sorry if there has been any confusion on Ms. [redacted] account.
Consumer Cellular does not offer a free trial period. We do offer a risk free trial which means that if you cancel within 45...

days and no more than 450 units of usage, you may return the phone for a refund, if it is in like-new condition, and we will waive any invoices that may have generated. Ms. [redacted] is outside the risk free trial period both by days and unit of usage.
We have already provided Ms. [redacted] the $20.00 referral credit. She inquired about a $25.00 credit as well. Ms [redacted] was told that we were not running a $25.00 credit promotion.
If a Consumer Cellular customer does not answer their phone on an incoming, we do not count that call towards the voice plan. it will show on the customer's invoice if the call was sent to voicemail however it shows as a complimentary minute which means that it's not counting against the plan minutes. If the customer is placing an outgoing call, those minutes do count whether or not the other person answers. 
I hope that I was able to clear up any confusion that was over how our service works.
 
Sincerely,
Tina G[redacted]
CORPORATE EXECUTIVE RESOLUTION SPECIALIST
T 800.686.4460 F 506.675.8989
[email protected]
www.ConsumerCellular.com

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. On 9/23/2017, we spoke with Ms. [redacted] in regards to her wanting to cancel as well as her wanting to transfer her number. She had been that the account would need to remain active for...

the number to transfer. We were contacted on 11/29/2017, which is when Ms. [redacted] requested we cancel her service as she was not able to transfer her number. We provided a courtesy discount on her invoice at that time. We reviewed the call recordings and our first agent mentioned was clear that if she did not port out her number she would need to call us to cancel the account. As a courtesy, I have refunded $16.47 back to the customer’s card. It may take up to 3 weeks for this to process back onto the card.

Revdex.com [redacted] Dear Revdex.com, I do see that the customer has contacted us a few times in regards to the issues she is experiencing with service. It appears that the phone she is using on our service is a 2G phone which is a technology that is being phased out by all GSM carriers. For...

the customer to continue using the service it is recommended that she purchase a new phone with 3G, 4G or LTE. Unfortunately there isn’t anything that we can do to improve 2G coverage and it will become non- existent once it’s fully phased out. Also, if a phone works in all but a specific area, that is usually proof that there is a service issue in that area, and not with the customer’s line. This also further shows that the root cause of this issue is most likely caused by the phone being only a 2G model. I will have one of our technicians reach out to the customer to discuss options. Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Sincerely, TINA G[redacted]

Complaint: [redacted]I am rejecting this response because:Miss G[redacted] states . ..."The way that we invoice usage has not caused Ms. [redacted] any additional charges to her invoices. Our policy on usage billing is stated in our end user agreement and by using our service she has agreed to the terms and conditions within it. " 1st Off the ONLY REASON the way they invoice DID NOT CAUSE ME ANY ADDITIONAL CHARGES (as she says) Is because I made sure I DID NOT use the device ZTE as much along w/making sure NOT TO GO OVER MY CHOOSEN BILLING PLAN IN THAT PERIOD. It sure had NOTHING to do with anything C Cell did for me.2nd I like how she does not even acknowledge how the last response from them was ALL INCORRECT INFORMATION that they reported to you ([redacted])3rd No kidding it is in their user agreement that I signed off on.  DID I NOT EXPLAIN ALL THAT clearly enough at the beginning of this complaint??  Or maybe she just didn't read it. Actually what it looks like to me is they have ONCE AGAIN CHOSEN TO IGNORE THE WHOLE ENTIRE ISSUE OF THE COMPLAINT just like they did when I first contacted them when this ALL started.4th So it looks like they are not going to be taking the CORRECT STEPS to let the public know ahead of time before they sign up with them (CONSUMER CELLULAR) how they do their billing. When they pull upn their Terms & Conditions for the potential customer to sign off on before its OFFICIAL maybe they should put first in big BOLD LETTERS directing people to this little clause in their Terms & Conditions., MY REQUESTED RESOLUTION FOR THIS COMPLAINT WAS FOR THEM TO MAKE THE PUBLIC AWARE OF THEIR CARRY OVER BILLING CLAUSE (which is in their favor), NOT TO HASH OUT MY BILLING ONCE AGAIN of which all I did was prove them wrong. And I knew there was know overage charges caused to me as I stated above I made sure not to use/go over it. If I had do you really think C CELL would have compensated me for it...I think not as ALL THEY have done up to this point is DENY what I said - then when I proved what I said was correct - then go back around in a circle to our orginal argument.  Thank you again for your time.Sincerely, 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. Thecharges incurred for adding a line of service with a tablet were: a prorated additional line charge of$5.48, $10 for a data plan,...

a prorated charge of $2.19 for the SquareTrade protection plan on the tablet,additional taxes on these charges and finally $221.00 (one time) for the tablet itself. When cancellingthe line of service Ms. [redacted] indicated she did not want to return the device, however, I set up areturn for her today while the device is still within its return period in case she has changed her mind. Ifshe wants to return the tablet, it needs to be received by us before 12/20/2016 in like new condition.Upon receipt and inspection, the $221 will be refunded. A prepaid mailing label has been emailed to thecustomer; if she prefers to keep the tablet, she may do so with no further effect on her account.During the time the tablet had active service, 25MB of data were used. The plan the customer was onwas $10 per month, however I have reduced those charges to $2.50 (plus tax) which is the smallest dataplan we offer. As a one-time courtesy, I have also waived the $5.48 additional line fee. This reduced themonthly bill from $46.85 to $33.08. The SquareTrade protection plan charge is not refundable. Thebalance for this invoice is due 12/6/16.We apologize if there was any misunderstanding or miscommunication regarding the return period foradding the tablet. Consumer Cellular’s Risk Free Guarantee states “if, within the first 30 days, 300minutes, 300 texts or 300 MB of data use— whichever comes first, you are not completely satisfied withour service, simply cancel and we'll refund your money.” This applies to the first 30 days of service, notto adding services for existing accounts. Existing accounts receive a 30 day risk free return period for anyequipment purchased, however the charges are the account holder’s responsibility. If I can be of furtherassistance, please let me know.Sincerely,JESSICA H[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]

Please see our attached response.
December 3, 2015 Revdex.com Complaint ID [redacted] (Customer # [redacted]) Dear Revdex.com, Mr. [redacted] account was cancelled as requested on 10/19/2015. Consumer Cellular bills in arrears for monthly service and usage, so when an account is...

cancelled there is always a final bill for service through the cancellation date. Mr. [redacted] is correct that we have no long-term contracts and no cancellation fee. His charges are for service that was already provided but has not yet been paid. The last payment made was $16.67 on 10/2/2015; this is for the billing cycle that ran from 8/10/2015 through 9/9/2015. The balance currently owed on Mr. [redacted] account is the final full month of service (9/10/2015 through 10/9/2015), the final, prorated bill for service through the cancellation date (10/10/2015 through 10/19/2015), plus a $10 late fee because the balance is now significantly past due. An accounting of the charges due on the account is below. The service dates for charges can be verified on page two of each invoice. If the final balance of $23.63 is paid by 1/3/2015, we will gladly waive the late fee. Otherwise, the account will continue through the collections process. Billing Cycle Dates Past Due Current Charges Total Due Due Date Date Paid 8/10/15 – 9/9/15 $ 0 $16.67 $16.67 10/2/15 10/2/15 9/10/15 – 10/9/15 $ 0 $16.66 $16.66 10/31/15 Unpaid 10/10/15 – 10/16/15 $16.66 $6.97 $23.63 11/12/15 Unpaid Late Fee $23.63 $10.00 $33.63 12/13/15 Unpaid Mr. [redacted] can contact our billing department at [redacted] to make a payment over the phone with a credit card, debit card, or an electronic check. Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Sincerely, JESSICA H[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST [redacted]@ConsumerCellular.com www.ConsumerCellular.com [redacted...⇄

BB [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Ms.[redacted] started her account on 6/28/2016. On 7/5/2016 she contacted us to enable her phone to havethe ability to be a hotspot. This is where you use the cellular...

network through your phone to connectadditional devices to the internet. The first week of September she contacted us about the high datausage and we advised her at that time it is because she is using the hotspot feature.On 9/6/2016 Ms. [redacted] stated she couldn’t connect to wifi. We walked her through some of thetroubleshooting steps and when those didn’t fix the issue we asked her to find another wifi location toverify if the issue was with the wifi location or the phone. She was unable to finish the troubleshootingwith us and the call ended. During another call on 9/6/2016 Ms. [redacted] said her hone was getting hot.We advised her that we needed to reset her phone and that she should restrict background data. Usingbackground data and/or using your phone as a hotspot can cause the phone to get warm. We advisedher to call back if the issue persisted. We never heard about this issue again after that.On 9/15/2016 we received a request to release the number to another provider, which we did, and thecustomer’s account was cancelled. Unfortunately we were not given the opportunity to complete thetroubleshooting with the customer, which would have allowed us to provide a warranty replacementshould that have been found necessary.We cannot accept the phones back for a refund but if Ms. [redacted] is willing to complete thetroubleshooting process we could still provide a warranty replacement. If she would like to do this shecan email me at the address below in my signature and I will have a technician contact her.In regards to her invoicing, there was overage which caused the high invoices and they are valid. Thereare not any reductions that I am able to provide at this time.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F 503.675.898912447 SW 69th Avenue ? Portland, Oregon 97223800-686-4460 ? www.ConsumerCellular.com ? [email protected]@ConsumerCellular.com

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondWe have been trying to reach the customer so that we can call Apple with the customer and assist in getting her the AppleCare refund. We’ve attempted to call 5 times and I have also...

emailed her but we have been unsuccessful. At this time there isn’t anything further we can do to assist. If Ms. [redacted] would like us to assist her, she can reply back to this complaint, or to the email I previously sent her, and we would be more than willing to help. The iPhone has already been refunded.

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 havenot received anything from the bank stating that the dispute was dropped, nor were the funds returnedto us. On 1/7/2017 we responded to an email with the documentation we would need and the customerdid not return it to us.Our offer stands, I will waive $110.23 in invoices but Mr. [redacted] needs to pay for the phones, latefees and transfer fees in the amount of $406.93.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] has two options to try and be approved for our easy pay program. He may unlock his credit with Equifax and we can try to run the credit check using his full social security number, or he...

can have six months of no late payments on invoicing and then we can do easy pay.
If Mr. [redacted] would like us to run the credit check again with the updated information and after his credit has been unlocked, he may simply email me directly at the email included in my signature file and I will get this taken care of.
Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected]

We have been working with Ms. [redacted] to get her phones back and get her properly refunded. One of our specialists has been in contact with her. We are aware that shipping sent the phone back to the customer and started trying to reach her yesterday to advise her that we knew of this and...

were going to fix that. On 1/11/2016 a new phone was delivered to Ms. [redacted]. As far as we know at this time, the phone is working. The customer has been shipped three phones and charged for two. Once we receive the first two phones back, we will be crediting her account. She is aware of this. Thank you for contacting us regarding this complaint and allowing the opportunity to respond.

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 the customer feel the cell service was not sufficient however, there was usage and theinvoices are valid.The invoices in question...

are for the service dates of 12/4/2016 – 1/03/2017. During this billing periodthere was 894 voice minutes used total. The invoice amount was $33.73. The other invoice was for thedates of 1/4/2017 – 1/26/2017 during which time a total of 715 voice minutes were used. That invoicewas in the amount of $28.71.We received a payment of $33.23 which lowered the balance to $33.21. Since then a late fee of $10.03has also accrued. I would be happy to waive the late fee if the customer pays the remaining amount of$32.23.Payment must be received no later than 4/23/2017 or the account will fall back to the collection processand additional late fees will accrue.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

February 29, 2016 Revdex.com [redacted] Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Mr. [redacted] has been with our company since 2013. Looking back over the last sixth months for the phone...

number ending in 9211, it has been common to have 100 to 200MB of usage per month. I did notice that it appears that the phone the customer is using is not one purchased through us and that it may be an iPhone. If that is the case, I highly recommend that the customer turn off WiFi assist which can drive up data usage as it will switch the cellular network if the phone believes the WiFi connection isn’t as strong. To turn this off, go to Settings > Cellular > Scroll to the bottom of the screen and switch the Wi-Fi Assist toggle to OFF. 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. Ms. [redacted]started service with Consumer Cellular on 7/29/2016 and cancelled service on 8/2/2016. During thattime there was no usage and the billing was automatically waived under our Risk Free...

Guarantee. Ms.[redacted] reinstated service on 10/24/16 and cancelled on 11/15/16. During that time, there were 35 talkminutes, 32 text messages and 7 MB of data used.Consumer Cellular’s Risk Free Guarantee states if, within the first 30 days, 300 minutes, 300 texts or 300MB of data use— whichever comes first, you are not completely satisfied with our service, simply canceland we'll refund your money. An account is eligible one time for a trial period of the first 30 days or 300units of usage. Because the usage in the second active period was under 300 units and there was nousage during the initial active period, we will extend the Risk Free Guarantee and waive the customer’sinvoice. If she decides to reinstate service with Consumer Cellular in the future, the billing for service willnot be eligible for another trial period. If we can be of further assistance, please let us know.
Sincerely,
JESSICA H[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F 503.675.8989Corporate.Resolution@ConsumerCellular.comwww.ConsumerCellular.com

Complaint: [redacted]
I am rejecting this response because:This is clearly a phone with problems and Consumers Cellular is pawning them off as replacements and ignoring customer problems with them. This may have more, pixel, ram, etc..but their "extras" don't work. My old phone was of a higher quality, I would expect the same in a replacement. I was told if I didn't like my replacement phone - to buy another one. I would gladly buy another one if they would like to refund all the money I've spent on my "Protection Plan". I've attached Reviews for this phone, and to say the least, the are horrible. These reviews come from their own website. A sampling, because this is all was could put with this submission.
Sincerely,
[redacted]

Dear Revdex.com,
Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I’m sorrythat Mr. [redacted] was unsuccessful in resolving this issue with Consumer Cellular customer service. I amnot able to locate an account or sales prospect for Mr. [redacted]. Credit checks are...

only performed whensetting up an account, so I do not see that we performed a credit check in his name. Consumer Cellularuses Equifax for all credit inquiries. In order to remove a credit check error, Equifax has an onlineprocess for Credit Disputes. Please go to the website or write to Equifax at the addresses below.https://www.ai.equifax.com/CreditInvestigation/EquifaxP.O. Box 740256Atlanta, GA 30374Please note that if the dispute is mailed in, the results of the investigation will be mailed to the customerinstead of delivered online, which may take additional time. Equifax will notify the customer of theresults of the investigation within 30 days of the request (45 days if the dispute is based upon a freeannual credit file disclosure).
Sincerely,JESSICA H[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F 503.675.8989Corporate.Resolution@ConsumerCellular.comwww.ConsumerCellular.com