Consumer Cellular

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I had one of my lead technicians contact Ms. [redacted] in regards to the issues she was experiencing. She advised the tech that the issue she had been experiencing has been resolved.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. Mr. [redacted] was shipped a replacement iPhone 5s under warranty at no charge as long as the original phone was received without damage within 14 days. Prior to shipping the replacement phone for...

free Mr. [redacted] was asked if there was anything physically wrong with the device and we were told no. The phone retuned to us had two large paint/nail polish dots on the top of the phone and was not in the same condition we originally sent it in in August 2016, so the phone was returned to Mr. [redacted] and his account was billed for the replacement.Mr. [redacted] cancelled service with Consumer Cellular on 6/4/17. The last two monthly bills for service and the charge for the replacement phone were never paid. The unpaid bills include the service provided from 04/18/2017 through the date of cancellation. Mr. [redacted] also has two phones and only paid for one. The past due balance was sent to an outside collections agency in September 2017. Please contact Professional Credit Service (PCS) at 800-972-1635 to make payment arrangements. Unless the balance at PCS is paid the phones cannot be unlocked.Sincerely,JESSICA H[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALIST

Complaint: [redacted]
I am rejecting this response because:While I understand that the resolution specialist sees my return as accepting a return of a damaged phone, I returned the phone because they sent me a defective, damaged original phone in the first place.  Any further damage is really meaningless because it was a defective phone when they sent it to me. How can a defective phone be “like new” when it was sent defective?  I’m frustrated that there is no acknowledgement that this was a phone that had never worked correctly and that there are shipping issues. The first 20 calls in the first 15 days of service (11/15/17 – 12/6/17) and the additional 36 calls should document that the phone was defective. This averages more than 1 call/day! The sound was distorted and muffled, so bad that often I couldn’t understand what the person was trying to say to me.  This even happened on several calls to CC.  I patiently spent several weeks troubleshooting with their reps – which I asked them to document:  multiple sim cards sent, reloads of software, changing phone settings, changing physical locations with the phone, and making comparative calls with another iphone.  At one point I even called Apple support staff that confirmed that the phone needed to be sent in for hardware repairs.I find it interesting that on the Revdex.com.org site, a similar complaint (12/21/17, p. 9, second complaint listed) also details a rejected phone return, lens scratches, and shipping issues.  In this case CC honored the warrantee and paid for the defective phone and the phone was returned to them.  I would request a similar resolution, and acknowledgement of:1.     I was sent a defective phone, reported on the first and multiple calls after activation, and continued with troubleshooting on numerous calls until the phone was returned to CC on 12/18/17.2.     Shipping issues were discussed with representatives that all three shipments lacked cushioning material around the phone, allowing the phone to bounce around in the larger box during transit, and damage and cuts to the third returned phone shipment box and missing enclosures.3.     The CC Rep initiated sending me a CC replacement phone #1 to replace the original defective phone.  I was also sent a second replacement phone #2 because the first replacement phone shipped was also defective.  I complained to the rep (asked her to document) that I was not accepting her offered third replacement phone because of the deficient packaging of their shipped phones. I bought my third phone directly from Apple, expecting a refund for CC’s original defective phone.4.     Similar complaints and issues have been documented on Revdex.com.org.5.     The dispute with Consumer Cellular, for the $816.20 charge was for the original phone which we were forced to pay CC to resume phone service so we could port our numbers to a different carrier.The rejection of the return and a refund because of a lens scratch with all of the above information and documented history is ludicrous and unacceptable.  If the “100% no risk guarantee” nor the CC warranty is not honored, it’s forcing me, the customer, to pay for CC’s defective phone. I want to return the defective phone, and be refunded the $816.20.
Sincerely,
[redacted]

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 02/22/16, and transferred her existing number to ourservice. The number transfer was completed on 02/29/16. Upon request, we adjusted the start...

date to2/29/16 and issued credit for the five days before her number was fully transferred to our service. Ms.[redacted] was using a phone from another provider (T-Mobile) so we sent her a Consumer Cellular SIM cardthat used the T-Mobile network.
Ms. [redacted] contacted us and reported dropped calls on 07/22/16; troubleshooting was done and weasked her to call back in 72 hours if the issue was not resolved. We next heard from Ms. [redacted] on 10/04regarding a problem with cellular data. We updated the data settings in her phone but the issuecontinued, so we sent her a Consumer Cellular AT&T SIM card on 10/04/16 to try to improve signal anddata coverage. Ms. [redacted] was asked to call when she received the new SIM card to activate it andprovision the new data settings.
Ms. [redacted] called back on 10/14/16 and asked for the unlock code for her phone. Since we didn’t sell thephone, we would be unable to unlock it and referred her to T-Mobile for assistance. Ms. [redacted] called on10/17/16 and asked if minutes were used when she called us, we confirmed that calls to customerservice are complimentary. During this call we also activated the new SIM card, however, Ms. [redacted]’sphone displayed "no SIM." So she was going to Target for assistance since this usually indicates the SIMcard is installed incorrectly. We then received a port out request on 10/18, released the phone numberand canceled the account. On 10/31 Ms. [redacted] called to ask why her final invoice was higher. Due to herusage the plan had been upgraded to avoid overage charges.
On 11/01/16 Ms. [redacted] called in and requested a Supervisor and asked for credit for last day of service.At that time the Supervisor advised her the charges were valid and no credit would be issued. Sincethere was no usage on the 18th, I will apply the $0.55 credit to the account. This makes the final invoicefor service through the 10/17 $23.40 instead of $24.04. To prevent late fees and further collectionefforts, we ask Ms. [redacted] to make the payment by the due date of 11/12/16.
Sincerely,
JESSICA H[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F 503.675.8989Corporate.Resolution@ConsumerCellular.comwww.ConsumerCellular.com

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Ms.[redacted]’s account was started on 8/17/2016 and suspended due to non-payment on 10/8/2016. On10/10/2016 we were notified by the United States Postal Service that...

the customer’s address hadchanged and we updated it accordingly. We did hear from the customer at that time as well, via email,however the customer never contacted us to change her address. We responded to the customer’semail asking if she wanted us to send another SIM card and reactivate the account but we didn’t hearback from her. On 11/10/2016 Ms. [redacted] contacted us by phone. We advised that the original SIM wasdelivered to the address she had provided when she signed up for service initally and that we didrespond to her email she had sent.Per our end user agreement the customer is responsible to notify us if they don’t receive equipment, ifthere are service or equipment issues, or I they wish to cancel their services. We did not hear from thecustomer until after we suspended the service, even though she states in her phone call to us that shewas receiving the invoices.As a courtesy, I have waived the invoices. If the customer wishes to reactivate her service she will needto call us, verify that her account information is correct and order a new SIM card. Ms. [redacted] will alsohave to provide a valid credit or debit card to be on the account because she is autopay required. Thismeans that a valid card must be on the account at all times and we will take payments from that card. Ifa valid card is not on the account we will suspend services.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F 503.675.8989[redacted]@ConsumerCellular.com

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. On12/27/2017 Ms. [redacted] contacted us to setup a pay due payment arrangement. She agreed to pay $27.37by 10am on 1/9/2017. We were contacted again on 1/3/2017. Ms. [redacted] stated that she could not...

paythe full amount on 1/9/2017 but she would pay $10.00 of what was owed right then, which she did.When Ms. [redacted] missed her payment arrangement the account went back into the collections processand on 1/24/2017 a late fee of $10.00 was added. Ms. [redacted] is responsible for all invoices until the dateof cancellation and late fees, when they accrue. As a one-time courtesy I have removed the late fee. Ms.[redacted] will need to pay the remaining balance no later than 3/13/2017. Should she miss this secondarrangement, the account will fall back into the collections process and late fees will accrue. Previouscredits will also be reversed at that time.The balance that Ms. [redacted] needs to pay is $17.37.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F 503.675.8989Corporate.Resolution@ConsumerCellular.comwww.ConsumerCellular.com

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 aresincerely sorry for Ms. [redacted]’ loss. In an effort to assist with closing the estate of [redacted], we...

sent an explanation of final billing once the account was cancelled. The first requestwe received to cancel service on this account was by email on 5/31/2017. Prior to that, we had notheard from anyone regarding this account since a phone call to customer service on July 28, 2016;however, the account had been suspended for non-payment on 5/8/2017, so that is the date the billingstopped.The email request for cancellation was completed immediately upon receipt on 5/31 and a final bill wasprinted and generated. The unpaid charges on this account were for service that was active from2/12/2017 through 5/8/2017, the date service was interrupted. The last payment received on theaccount was on 2/28/2017 which paid for the services dates of 1/12/17 through 2/11/17.The balance on this account has been transferred to an outside collections agency; the collectionsagency has been notified that the account holder is deceased, however any actions taken are up to thecollections agency. Consumer Cellular cannot make any adjustments to the balance since the accountnow belongs to Professional Credit Service (PCS). Professional Credit Service can be contacted at 800-972-1635. Thank you for contacting Consumer Cellular.Sincerely,JESSICA H[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALIST

Complaint: [redacted]
I am rejecting this response because: THEY KNOW SIM CARD COULD NOT BE ACTIVATED because of their piece of crap phone they sold me. so now they are still harassing me for money????? no way will pay them a scent, this is outrageous.  I never gave any1 my phoone, phone was just for emergencies. I am soooooooooooooooooooo sorry I dealth with them at all. IFFFFFFFFFFFFFFF they had anyyyyyyyyyyy customer service skills, they would have given me a new phone with 3 free months of service. i do thank the Revdex.com for their help, feel free to post my complaint to warn other elderly people.
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:  I was told by the "supervisor" in [redacted] that there was no corporate headquarters for me to contact.  They can check the recordings of their conversations, unless those also were conveniently lost.  Here is the information they needed:
My Mom's account is in her name:
[redacted]If the party who received the official death certificate and written notice of cancellation failed to note it or act upon it, that is neither my Mom's fault nor mine.
Thank you for your attention to this matter
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:
The response is incorrect.
Further, information I provided in my complaint description clearly stated that I had already followed the steps recommended in the company's message, forwarded by Revdex.com, and had found that the device remained inoperable.
This incorrect advice is the third communication I have received from Consumer Cellular on the issue of failed Envoy telephone. Two of three have been incorrect. One of three was right. The information should have been available to users in product literature. It was not.
At 9:27 AM, today, I sent a message to [email protected], directed to the attention of [redacted], Revdex.com Resolutions Consultant, stating that the complaint is resolved through the action of the single person at Consumer Cellular who was able to resolve the device problem. That letter also details specific actions Consumer Cellular may wish to take to avoid similar problems in the future.
Sincerely,[redacted]

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Whenthe phone is received, if in like-new condition, we will refund for the cost of the phone plus tax however,we will not refund the cost of shipping the phone to us.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

Complaint: [redacted]
I am rejecting this response because: I feel like I don't own this amount at all
Sincerely,
[redacted]

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Thankyou for supply a copy of the missing payment. We were able to locate it with that information and the$80.00 payment has been applied to the account. This leaves a remaining balance to be paid of $175.49.I have setup a payment arrangement for Ms. [redacted] to prevent the account going to collections.Payments must be made by 10am Pacific Time on the due date or will be considered late and thepayment arrangements will be cancelled. If the payment arrangement is cancelled, the account fallsback to the collection process.Here are the due dates amounts that must be paid.Date Amount5/15/2017 $43.886/14/2017 $43.877/14/2017 $43.878/13/2017 $43.87Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F 503.675.8989

Dear Revdex.com,
The usage is valid. We have already reduced the invoice from $90.86 to $39.02. The customer was sentnumerous notices of the data usage and contacted us twice in November. We directed them how toconnect to Wifi to avoid using data as well as how to shut off data within the phone.
The amount owed on the account cannot be lowered any further. To make a payment, please call 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 SPECIALISTT 800.686.4460 F 503.675.8989Corporate.Resolution@ConsumerCellular.comwww.ConsumerCellular.com

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. In our end user agreement the customer is advised that there are charges for international roaming and calling. I will include that information below.In regards to the dispute, the customer filed a...

dispute with their card company, not through us. In other words, he disputed the charge with the card company instead of disputing the usage with us. When a customer files a dispute, we are required to refund the money to the card, regardless of whether or not the charges are valid. We put that back onto the account as being owed and a late fee of $25.00 Is assessed. The charges are valid. If the customer would like us to waive the $25.00 late fee, he will need to drop the dispute with the card company.4.5.1 International Services Certain eligibility restrictions apply which may be based on service tenure, payment history and/or credit. Rates are subject to change. 4.5.2 International Roaming Consumer Cellular’s Service is intended for use within the United States, Puerto Rico and U.S. Virgin Islands. Generally, your Service will not work when outside of these areas. However, there may be times when the Service does work internationally. If the Service works when roaming internationally, you will be charged international roaming airtime rates including when incoming calls are routed to voicemail, even if no message is left. Taxes are additional. 4.5.2.1 International Long Distance International rates apply for calls made and messages sent from the U.S., Puerto Rico and U.S. Virgin Islands to another country. Calling or messaging to some countries may not be available. Calls to wireless numbers and numbers for special services, such as Premium Rated Services, may cost more than calls to wireline numbers. If a customer calls an overseas wireline number and the call is forwarded to a wireless number, the customer will be charged for a call terminated to a wireless number. International Long Distance calling rates are charged per minute and apply throughout the same footprint in which the customer’s airtime package minutes apply. You may view International Long Distance Calling Rates at www.ConsumerCellular.com/Support/InternationalRates. 4.5.2.2 International, Picture & Video Messaging Additional charges may apply for messages sent to an international phone number, premium messages and content. 4.5.2.3 Cruise Ship Roaming Cruise ship roaming rates apply for calls placed or data used while on the ship. 4.5.2.4 International Miscellaneous Export Restrictions 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 Device. 4.5.3 International Data: International data rates apply to alldata usage outside the U.S., Puerto Rico and U.S. V.I., including accessing cloud-based services to upload/download/stream content. Many Devices transmit and receive data messages without user intervention and can generate unexpected charges when powered “on” outside the United States, Puerto Rico and U.S.V.I. To prevent these charges, you should disable cellular data when traveling.

Complaint: [redacted]I am rejecting this response because:
The response from Consumer Cellular is inaccurate . . . I have in fact received three phones from Consumer Cellular, but none of them work.
Moreover, I have had no cell phone service from Consumer Cellular since December 28.
But none of that has anything to do with this complaint.
This complaint is based upon the following simple facts: 1. I paid for a new smartphone yet Consumer Cellular shipped me a used, damaged, defective smartphone, 2. I notified Consumer Cellular of that fact, 3. Consumer Cellular sent me a prepaid shipping envelope in which to return the used, damaged, defective smartphone, 4. I returned the used, damaged, defective smartphone to Consumer Cellular on January 4, 2016 and, 5. Consumer Cellular returned the phone to me on January 11, 2016 with a letter (copy attached) to let me know that the used, damaged, defective smartphone was not returnable because it was used, damaged, and defective.
If that isn't enough to frost any consumer, Consumer Cellular thought it would be a good idea to charge me for that used, damaged, defective smartphone for a second time.
How's that for a Catch-22?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]

February 15, 2016 Revdex.com [redacted] Bill [redacted] Dear Revdex.com, Mr. [redacted] final invoicing was for the service dates of 12/15/2015 – 12/30/2015. Since this time frame is less than a month the invoice is prorated for the base cost, as are the available minutes and data....

This caused Mr. [redacted] to be charged overages. I have removed the proration so that Mr. [redacted] can get the benefit of a full month of service and usage rather than the prorated amount. His invoice has been lowered from $158.79 to $34.00. Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Sincerely, TINA G[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST

May 31, 2016 Revdex.com [redacted] Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. The invoice that Mr. [redacted] is being charged for is for the service dates of 4/6/2016 – 5/4/2016, when his number...

ported out. There was usage during this time and the invoice is valid. The invoice was due on 5/28/2016 and has not been paid yet. Mr. [redacted] can contact us at 1-800-686-4460 to make a payment on his account and to avoid further collection efforts. Sincerely, TINA G[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected] www.ConsumerCellular.co...⇄