Consumer Cellular

Complaint: [redacted]I am rejecting this response because: I am not accepting the response of Consumer Cellular but I give up. A person can only fight a bully for so long. I don't know why I get service with [redacted] but not Consumer Cellular but I do. I spent 3 months trying to get service having the phone reset to the tower with out success before trying to get Consumer Cellular to unlock a phone that I paid for. As a small business owner myself I would feel terrible about a customer paying for something I cannot provide but if that is the way Consumer Cellular chooses to do business I will look at this as a $700 mistake and walk away. I would never use the service of Consumer Cellular again. Sincerely,[redacted]

[redacted] Portland, Oregon 97224 [redacted] www.ConsumerCellular.com [redacted]@ConsumerCellular.com September 21, 2015 Revdex.com [redacted] Dear Revdex.com, Ms. [redacted] began service with us on 8/27/2015 and she is still within her first billing cycle which runs through...

9/26/2015. As of the most recent usage that we have received, Ms. [redacted] has used 505 voice minutes, 10 text messages and 2,850.95MB (2.78GB approx.) of data. The issue is with the data usage. The customer is on a plan which covers 3GB of data usage and unlimited text. Due to when the billing started for this phone, which is the date the phone shipped of 8/31/2015, she was not with us for a full month. We prorate the invoice plan cost and available minutes and data accordingly. For this first cycle, she was given 2,180MB of data but has used 2,851 which is a current overage amount of $167.71; based on the most recent usage reports we have received. I would highly recommend that the customer increase her data plan prior to the26th. This will give her more data on her plan and will help avoid overages. Our customers have the ability to change their plan, both up and down, depending on their usage needs. If Ms. [redacted] data usage goes down, she is more than welcome to change her plan to fit those needs, however right now she really should move her plan up as well as slow down on her data usage to avoid going over the next level of data. Ms. [redacted] is responsible for all usage that occurs on her phone. If she would like to change her current plan, she may call us at[redacted] Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Sincerely, TINA G[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T [redacted]@ConsumerCellular.com www.ConsumerCellular.com

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Ourpolicy states that we will not unlock a phone for 180 days. If the customer wishes to unlock the phoneprior to that, we may do that under certain circumstances...

for a fee. The account must also be in goodstanding and the phone must be fully paid off.Currently there is a balance of $157.34 on the account. If Ms. [redacted] pays the remaining balance on heraccount I will agree to unlock the phone prior to the 180 days.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

Complaint: [redacted]I am rejecting this response because: I DID NOT START MY SERVICE ON 8/27/2015, AND MY MONTHLY COST HAS NOT BEEN PRORATED. I WAS RECEIVING FALSE USAGE ALERTS PRACTICALLY EVERYDAY SO THEY COULD SUGGEST MOVING UP TO A HIGHER PLAN. I DID NOT EVEN USE MY PHONE FOR THE LAST THREE DAYS BEFORE CANCELLING  AND WAS CHARGED FOR OVER USAGE OF MINUTES.
.Sincerely,[redacted]

Please see attached
.January 9, 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 called and spoke to Ms. [redacted] today after receiving this...

complaint. She was unable to complete troubleshooting at the time of our call, however she explained that in order to open an app on her phone she has to press the icon more than once. This can be caused by a number of issues, however if the phone is working normally otherwise this should be something we can assist with. Ms. [redacted] said she will give us a call when she has another phone available so that we can assist her further. We will keep an eye her account and call back if needed. Sincerely, JESSICA H[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST [redacted]

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 Ms. [redacted] has passed away. Customer’s, or in the case of a deceased customer, theestate, is responsible to pay for service through the...

date of cancellation.There are three invoices and two late fees currently owed. As a courtesy I have cleared the late fees andthe invoice that doesn’t have usage on it. The remaining invoices to pay are for the service dates of4/12/2017 – 5/11/2017 in the amount of $29.67 and for the service dates of 5/12/2017 – 6/11/2017 inthe amount of $29.67. The total is $59.34.I recommend that a payment be made as soon as possible to avoid additional late fees and collectionefforts.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

December 11, 2015 Revdex.com [redacted]Dear Revdex.com, 411 is a third party company and not owned by Consumer Cellular. In our welcome guide, end user agreement and on our web site the potential for charges from 411 calls is discussed. Unfortunately we do not have any control...

over the phone numbers that the customer receives. When a customer opts to call another company which charges for their service, they are responsible for those charges. As a one-time courtesy I have waived the $7.50. Going forward the customer will be responsible for 411 charges should he choose to use that service. Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Sincerely, TINA G[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected] www.ConsumerCellular.co...⇄

January 20, 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. This number was released to [redacted] via port request on 1/19/16. Prior to that, we...

received five port requests within a 24 hour period, each with information that did not match Ms. [redacted] account. In order to ensure a number is being ported with a customer’s knowledge and permission, the information submitted to the old service provider (OSP) by the new service provider (NSP) needs to match the customer’s OSP account information (account number, name, zip code, and account security passcode when applicable). This is an industry standard for number porting. When a port request is denied, the NSP receives a message indicating the problem. In this case, the port requests were sent stating the submitted customer information did not match our customer’s account. It is not Consumer Cellular’s intention to make the porting process difficult. We are required to follow the same rules for verification as other carriers. Once we received a port request confirming Ms. [redacted] account information, we released the number. [redacted] has now activated the number on their end and the Consumer Cellular account is cancelled as of 1/19/16. If Ms. [redacted] has any questions about her account or final billing, we hope to hear from her. Sincerely, JESSICA H[redacted]

Complaint: [redacted]I am rejecting this response because: 
Thank you for the response below.  As you can see, Consumer Cellular has simply not been performing customer service at its simplest level.  First - how do you add a medical device to anyone's account without a request - and that person is Gladys?? When I called, once again I received nothing but attitude from the rep.  I am on the account as a person to speak to and this was in fact confirmed the last go rounds with that dept.  However, the person who answered my call said she would not talk to me and needed to speak to my husband, [redacted].  When I explained I was on the account and my name should be all over the previous notes, the rep responded that she could see we had a problem.... nothing further.  I explained that [redacted] was on the roof powerwashing and she told me to just call back.  I demanded she hold on and got [redacted] to climb down in order to deal with her. My husband and I are just disgusted with the continuing poor service of this awful company.I do not know what the courtesy credit amount of $21 actually reflects, but at this point that company should be offering us free months of service.  The lack of customer service, professionalism and courtesy is simply ridiculous.  We are just waiting for the next problem with this company to which we would have not contributed to ....[redacted]Sincerely,[redacted]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. A couple of our employees have spoken to Ms. [redacted]. She advised us that the glass of the camera was shattered ‘and glass was everywhere’. Glass does not shatter and break on its...

own. This happens from either impact or exposure to extreme temperatures. This type of damage is not covered under the manufacturer’s warranty. Ms. [redacted] was given options to purchase a new phone our one of our discounted Certified Risk-Free phones. At this time she is declining those options.

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We understand that the passing of a parent is very difficult and we’re sorry for Ms. [redacted] loss. Consumer Cellular bills in arrears for monthly service and usage, so there is...

always a final bill when service is cancelled. The service dates for the final prorated bill that was unpaid were 5/7/2016 through 6/2/16, the date of cancellation. Once Ms. [redacted] contacted us to cancel her account, the billing stopped, however the charges for service until that date is the account holder’s responsibility. We tried to contact Ms. [redacted] for several months prior to the account being transferred to an outside collections agency in October 2016. The balance was valid for service that was active and the ability for Consumer Cellular to negotiate late fees ended when the balance was sent to an outside collections agency. If a payment was made for the balance, that was to the collections agency directly, not Consumer Cellular and can't be refunded by us.

Complaint: [redacted]I am rejecting this response because: In order for me to pay any bill in full, I would have had full service, which I did not. Many, many calls and emails took place between me and Consumer Cellular. I have copies of all of them. Your response makes it sound like no communication took place...on the contrary, it was a constant mission on my part in trying to get a straight answer to my issues. Would you pay a bill for a service that you did not receive? I think not.Refer to the last email I received from CC...admitting I was not set up correctly.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:What the responded stated is not true or addressing the issue.  I have lowered the phone usage and increased the data, I have lowered the data and increased the phone portion and the bill does not change.  If my phone has changed from $28.50 to $19 and my data changes from$38 to $28.50 that does not constitute an increase.  As stated before the $28.50 is not shown on the bill but $30 is shown on the bill and the same for the phone so instead of taking the 5% from $28.50 it is taken from the higher amount at the end of the bill. So if the higher amount is used then all of the taxes etc. are calculated at a higher rate, that is why there is not really a discount.   If I decrease one then they say I went over my minuets or my data, it does not matter what I do. As I stated to several Consumer Cellular employee's I have a land line and I DO NOT use my cell phone in the house.  I DO NOT play games on my cell phone, I have a tablet, laptop and desktop for playing games.  I use my cell very little other than texting which I am paying for unlimited.  My husband has a very old flip phone and very seldom uses it.  I have a newer phone but use basically for texting.  You are over charging me and you can say what you like but it's WRONG.  Also, I know for a fact that there are other customer's of yours complaining about the same issue.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 only partially satisfactory to me. I will accept what is refunded. Please take the EXTRA step and have your people veify that sim card matches the area were the phone is sent.Sincerely, [redacted]

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Mr.[redacted]’s account was opened on 9/9/2016. The phone number that was not transferred to ourservice, we provided a billing adjustment for on 10/20/2016,...

along with crediting the time thecustomer’s other numbers were not being used. On 11/13/2016 we applied additional credits to thecustomer as well.On 11/17/2016 there was a payment made via the customer’s online account in the amount of $53.66.The customer then disputed that charge with his card company. Per our policy we refunded the amountback to the card, regardless of whether or not it was valid, and put the amount as owed onto theaccount. A $25.00 late fee was assessed. On 1/4/2017 the customer also disputed an amount of$272.18, which is the cost he paid for his two phones. We refunded that amount, put it as owed on theaccount, and assessed a $25.00 late fee.From the amounts the customer disputed, as well as invoices, the customer owed us $483.02 prior tobeing sent to collections. After going to collections, the total amount owed is at $517.16. I am willing towaive $110.23 in invoices if the customer agrees to pay the remaining $406.93. At his time the customerhas two phones, for which he has not paid, and we will not be unlocking them until the balance atProfessional Collection Service is paid.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

Complaint: [redacted]I am rejecting this response because:  I have not received a hard copy of this letter stating that the balance is adjust as yet, I will accept the issue as resolved once the letter is actually received by me I dont want to count the hens before the eggs are hatched.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. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
 
They are still unwilling to unlock my phone so that the number can be ported to a different carrier.....

Complaint: [redacted]I am rejecting this response because:It is mostly business blather. Consumer Cellular is committing fraud via this questionable concealment practice (forcing customers to remain with the company for 180 days, while not informing the customers of this during the sign-up period) and it is futile to continue dialogue with such a business and its use of such a clandestine and shady business practice. Ostensibly, given its response, Consumer Cellular operates via heavy-handed business tactics under a false paradigm of legitimacy, but I know better and their response is nothing more than traditional, business, boilerplate semantics. Additionally, due to my being an AARP member, I will notify ARRP of this situation and the intransigence of Consumer Cellular relative to my concerns, and their use of this fraudulent practice for monetary gain at the expense of seniors (they should be ashamed). Furthermore, Consumer Cellular's response to my complaint justifies that I was correct in desiring to end my association with them.In closing, my deep thanks to the Revdex.com for handling my complaint and for your work towards attempting to secure an amicable resolution, but sometimes in life, the greed of businesses rules the day. I wholeheartedly continue to view my complaint as not only valid, but one hundred percent fact!   Sincerely,Mr. [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] THE PHONE NUMBER IS [redacted]