Consumer Cellular

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Iapologize for Target giving the customer incorrect information. On 7/1/2017 we did place a call to thecustomer and advised that there were $25.00 in overages at...

that time. The call was placed to the homenumber that we have on file.The total charges for the texting overages were $30.45. The customer had already received a credit,which I have deleted, in the amount of $15.79. I have replaced that credit with a credit of $25.00 plustax. This has lowered his invoice from $72.08 to $46.14.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 received the first request to transfer the customer’s number on 3/20/2016. The information submitted to us wasn’t correct and the request was denied. The request was again submitted on...

3/24/2016. Again, the information the other company was providing was incorrect and the system denied the request. On 3/25/2016 we receive a call from the other provider and we were then given the correct information for the transfer and we released the number to the other provider. If the other provider is not submitting correct customer information, we cannot release the number. We have not reported anything to crediting agencies. There was usage until the cancellation of the account so no credit is due.

see attached
December 8, 2015 Revdex.com [redacted] Dear Revdex.com, Kellys Island, Ohio is only a few miles away from the Canadian border. It appears that the customer’s cell phone was picking up signal from one of their towers. While we attempt to put a block our...

cell numbers to prevent this from happening, we cannot guarantee that it will block all international roaming towers. We also cannot guarantee that the phone will always show that the signal is coming from an international tower. Unfortunately we have no control over towers in Canada and how they operate. The customer contacted on August 11th and we gave him a credit of $25.00 plus tax for international roaming calls. I listened to that call and the customer explained to our agent that Kellys Island is close to the border and picks up signal from the Canadian towers. The customer went on to discuss how people will go up to the top of a hill to try to avoid the Canadian towers. It appears that the customer was well aware of the situation and that this could happen. The customer chose to use the phone again when on the island and received more international roaming charges. We will not be crediting further for the roaming calls. I recommend that the customer not use his cell phone, which means turning it off as some towers will charge even for incoming calls that aren’t answered, while on the island if he wishes to ensure that he does not receive further international roaming charges. 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 [redacted...⇄

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Iapologize if there was a miscommunication. The alerts that were sent to Mr. [redacted] were on6/7/2017 which stated that he had used 50% of his data plan. On 6/13/2017 a...

message was sentstating that he had used 75% and that if he went over we would move his rate plan upaccordingly. On 6/17/2017 Mr. [redacted] exceeded his 200MB data plan and we moved him up to the500MB plan. In total there was 355MB of data used during that billing cycle.The 42 messages that Mr. [redacted] is referring to are text messages and they were all incoming textmessages. Both the data and the text message usage is valid. He did not exceed his voiceminutes.I see that Mr. [redacted] did speak with one of our agents on 6/23/2017 and on 6/24/2017.Sincerely,TINA G[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. On3/26/2017 someone added a connect plan via the customer’s web portal, which turned data on. On5/8/2017 it was turned back off. There was continued data usage after...

the connect plan was removed.Specifically 7.274MB of data.Due to the continued data, despite the connect plan being off the account, I have applied a credit of$5.40 to Mr. [redacted]’s current invoice. This lowers the invoice from $45.63 to $40.23.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

Complaint: [redacted]I am rejecting this response because:when I contacted Consumer Cellular on 1-20-16 regarding this issue, it was stated I in fact can not buy a replacement battery for a brand new Doro 626 should I order one today. That is exactly what I wanted to do, is buy a battery at the same time so that I don't have to go through this technological garbage creation situation in another 3 years. So while it may be true when they say; "When available, the price for a replacement battery is generally $25 to $30, depending on phone model, so the replacement phone cost is comparable. If Mr. [redacted] wants to continue using a Doro 618, this is the best solution we can offer. The other option would be to upgrade to a brand new Doro 626 for $50." they in fact are talking not about a battery being available for the Doro 618. This is a sadly detrimental to the environment by creating more trash from the Doro 626 carcass and potentially puts me right back to this point in say 3 or 4 years.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: There was no such stipulation in any agreement I may have signed at the time I entered into the service agreement with Consumer Cellular. They failed to make any effort to make me aware of any policy stating, the iPhone I was purchasing would somehow be used as collateral for any unpaid bills on the account. It is in that regard, I will seek redress in civil court. Win or loose, I will file a small claims action against Consumer Cellular if this matter is not resolved in the next 5 business days. I am placing them on notice through this complaint service.Sincerely,[redacted]

Revdex.com [redacted]
Dear Revdex.com,
After looking at the customer’s account, she began service on 8/27/2015 and cancelled on 9/26/2015. She was on a 750 minute plan and a 3GB with unlimited text plan. During this time she used 809 minutes which counted towards her plan. The 59 minutes...

over her plan limits was billed at 0.25 per minute. This is why the invoice was so high.I removed the $1.29 for the additional line charge and also did a courtesy rerate so the system would view the bill as if the customer was on the best plan to fit her usage. This has lowered the invoice from $64.01 to $57.11. The invoice is due on 10/18/2015.
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

I'm willing to make a one time payment of $43 to put a stop to this madness, and keep in mind that the data service never worked and I tried numerous time to get it right to no avail, if you accept the offer please email me so I can make a one time payment today.

the post dated checks were a act of good faith they were for $10 each month for each month I didnt relize I was just a number and I was not dealing with a human when I sent the checks that wthey would deposit all in one day on the 23 of mar 2017 I wast emailed we cannot except post dated checks from consumer cellular.The responce is not what really happend in the conversation with nathon and the conversation on the evening before this one also. it was clear that no payment would be made unless it was final bill. I am sure the recordings well clear this up as a act of good faith I request that Revdex.com is aloud to make a  descision by review of the conversation of [redacted] and nathon and the previous conversation with the representative of consumer celular would you please allow Revdex.com this information so they can make a fair  decision' thank you. Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: As I have mentioned, all of their advertising emphasizes 'NO QUESTIONS ASKED MONEY BACK GUARANTEE'. Who reads fine print in a 'Welcome guide' for a cell phone that states a different guarantee policy ?? You charge it and start using it.Their false advertising is misleading unsuspecting customers. THAT IS ILLEGAL AND THEY ARE BREAKING THE FAIR TRADE / TRUTH IN ADVERTISING LAWS.I will look for an attorney to file a class action lawsuit that will cost them millions of dollars. No doubt there are MILLIONS of others who they have enriched themselves with this deception.I would like Revdex.com assistance to file a class action lawsuit against Consumer Cellular. Thank you,
[redacted]

September 18, 2017 Revdex.com [redacted] Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I had one of my lead technicians reach out to the customer to advise her that we could replace the phone if it...

was in like-new condition. Unfortunately, the customer damaged her phone by trying to remove the SIM tray and therefore it is not eligible to receive a warranty replacement. 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:The reasons why I filed this complaint are as follows: 1-I was told by Rep. Doug on 3/25/16 that on their receipt of the phone my account would be credited. Doug heard the voice activated message of "Screen Locked" via our conversation about the problem. 2-He did not inform me about any delay, due to my programmed information. 3-They received the phone on 4/8/16 and didn't request my identification, to resolve this delay, until April 22,2016. In that Christine (Supervisor) told me, on that day, that this matter should be resolved within 10 business days, I have decided not to give them that information and make it necessary for me to change my password, etc. Since Consumer Cellular requested Apple's assistance on 4/13/16 the 10th business day is today, 4/26/16 and I am awaiting a call from Christine to update the status of my return. ALSO: Had I been given proper return information, I would have returned to the local Apple Store to have them clear my information for the 2nd time, before sending the phone to them. At any rate, I was in receipt of a defective, malfunctioning, inoperable iPhone and they have had it since 4/8/16 and I should not have to wait for them to have Apple clear anything. Again, they have the equipment and their staff members did not provide the proper return instructions!Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:The Consumer Cellular representative that I talked to on February 20 was not a male.  The Consumer Cellular representative I talked to on February 20 was a female.  The female representative told me that because of the very low use of the cell phone in January and no use of the cell phone in February, she was waiving the monthly fee of $35.80.  The female representative then told me that the only charge that I would have to pay would be $5.08.  I relied on what the female representative told me and I paid the $5.08 to Consumer Cellular.Consumer Cellular did not charge my Chase credit card $35.80 on the next due date of March 5 as they normally would have.  This is because its female representative waived the $35.80 monthly charge when I talked with her on February 20.  Consumer Cellular then tried to charge $35.80 to my Chase Credit card on March 18.  I disputed the $35.80 charge because of the agreement the female representative at Consumer Cellular made with me on February 20.  After Chase investigated the $35.80 charge, Chase agreed with me that the $35.80 charge was not a valid charge and it was not paid to Consumer Cellular.  It is obvious that someone at Consumer Cellular did not approve of the decision made by its female employee to waive the $35.80 monthly charge.  Someone at Consumer Cellular tried to change the decision made by its female representative when Consumer Cellular attempted to charge my Chase credit card $35.80 on March 18.  I do not owe $35.80 to Consumer Cellular and I have no intention of paying any more money to Consumer Cellular.  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]

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. I had one of my lead technicians reach out to Ms. [redacted] and we are processing a warranty replacement to see if that addresses the issues that she has been having. Ms. [redacted]...

phone will arrive in 3-5 business days.

Revdex.com Complaint ID [redacted] (Customer # [redacted])Thank you for contacting us regarding this complaint and allowing the opportunity to respond. [redacted] had service with Consumer Cellular from 7/3/2015 through 7/11/2016. She then reinstated service on 7/20/2017 and set up a...

request to transfer a phone number from another carrier but then cancelled on 7/27/2017.The total charges for the period of time the service was active are $10.65, which has not been paid. This invoice was not automatically waived under our Risk Free Guarantee because [redacted] had service with Consumer Cellular before; customers are eligible for a 30 day/300 unit trial period one time. Because there was no usage, I have gone ahead and waived the invoice. If [redacted] decides to reinstate service with Consumer Cellular in the further, she will not be eligible for another trial period and would be responsible for future charges.Sincerely,JESSICA H[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALIST  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 the opportunity to respond. Ms.[redacted] started service with Consumer Cellular on 9/29/15 and purchased two Apple iPhone 6s usingour EasyPay financing plan. The full purchase price of each phone was $650 plus tax.
Down...

payments of $50 plus sales tax were made for each phone and the remaining $1200 was financedinterest free. Ms. [redacted] was billed $25 per phone each month in addition to her monthly servicecharges. Ms. [redacted] electronically signed a lending agreement for the phones on 9/29/15. A copy ofthe lending agreement is attached; cancellation of service is in default of the contact, making anyoutstanding balance due immediately. From the lending agreement:
Default: Except where prohibited by law, if you commit any substantial default under this contract, we maydeclare the remaining unpaid balance of the contract immediately due and payable. You agree to maintain Servicefor any phone device purchased under this contract, and any termination of that Service will be a substantialdefault under this contract.
This account was cancelled 10/10/16 when the phone numbers were transferred to another carrier. Atthe time the account was cancelled, $300 was owed for each iPhone. The $600 balance was billed to thecustomer’s Consumer Cellular account. As part of our EasyPay agreement, the unbilled balance of $600was charged to the credit card on file ending in 8447 on 10/11/2016. Because we bill in arrears, she willalso receive a final invoice for service charges through the cancellation date. The current invoice totals$173.15 and is due 10/18/2016; that invoice is for service from 8/27/16 through 9/26/16. ConsumerCellular does not have service contracts so there is no penalty or termination fee when an account iscancelled. We only ask customers to pay for their service and usage through the cancellation date andany unpaid balance for financed equipment.
The charges to Ms. [redacted]’s account were valid and correct for the equipment she financed. At thistime we won’t be able to refund the payment.
Sincerely,
JESSICA H[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F 503.675.8989Corporate.Resolution@ConsumerCellular.comwww.ConsumerCellular.com
 
[redacted]SUPPORTING DOCUMENT REDACTED BY Revdex.com[redacted]

Dear Revdex.com, Our response to Mr. [redacted] complaint about the number of minutes used was to send him a copy of the call detail so he can review the calls. The billing and usage is accurate. During the bill cycle that ran from 2/18/2016 through 3/17/2016, there was a combined 2,434 talk usage minutes, 613 text messages and 32.26 MB of data used between the two lines. That bill was re-rated to the most appropriate plan for this usage- the $20 plan includes far too many minutes, no text messages, and only one line of service, so that would not be appropriate. The final invoice for service from 3/18 through 3/21, the date the account was cancelled, has generated and is $12.15. This makes the final balance due for service $77.79. I’ve sent a detailed copy of this invoice to the customer’s email address so he can review the usage detail on it as well.