Consumer Cellular

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Mr. [redacted]’s account was cancelled upon his request on 6/3/16. Consumer Cellular bills in arrears for monthly service and usage, so there is always a final bill when service is cancelled. At the...

time the account was cancelled, there was a bill of $12.35 due for service provided from 4/25/16 through 5/24/16. Once the account was cancelled, the final prorated invoice generated for the service dates of 5/25/16 through 6/3/16. This made the final total due on the account $17.66 ($12.35 plus the prorated invoice of $5.31). We have since received a payment of $15.31, leaving a balance due of $2.35. Though the billing was valid for service that was active through the cancellation date, because there was no usage in the final prorated bill cycle I have waived the remaining charges and late fees that were accrued. If we can be of further assistance, please let me know.
Sincerely,JESSICA H[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected]

Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Mr. [redacted] account with Consumer Cellular was reinstated on 6/28/17 and cancelled on 10/17/17 when the account became past due. During the time the service was active, only the first invoice...

was paid. The amounts due changed with each invoice because the service remained active and invoices were not paid. Billing for service stopped on 10/17/17 when the service was interrupted due to non-payment. The customer’s monthly plan was 250 minutes for $14.25 plus tax. The first invoice was prorated because service was not active for a full bill cycle, so the charge was lower. The next two invoices were for a full month of service plus tax, then the final invoice was prorated for the dates the service was active and a late fee was added. The charges and late fees currently due on the account total $71.30. If the balance of $51.30 for the service provided from 7/22/17 through 10/17/17 is paid, we will waive the two $10 late fees and the account will be satisfied. To make payment arrangements, please contact us at [email protected] or by calling 888.549.4789 to reach the billing department directly. A full history of the account balance is below. Billing Period New Charges Past Due Payments Total Due Due Date 6/28/17-7/21/17 $14.05 N/A N/A $14.05 8/12/17 7/22/17-8/21/17 $17.80 N/A $14.05 on 7/31 $17.80 9/12/17 8/22/17-9/21/17 $17.80 $17.80 N/A $35.60 10/13/17 9/22/17-10/17/17 $25.70* $35.60 N/A $61.30 11/12/17 Late fee $10.00 $61.30 N/A $71.30 12/13/17 *New charges for this invoice period include the final prorated balance of $15.70 for service through the suspension date plus a $10 late fee. Sincerely, JESSICA H[redacted]

Complaint: [redacted]I am rejecting  this response because: I am still working with Consumer Cellular and am awaiting a part that they have sent.  I can't see their response as I can't open your pdf.  Sincerely,[redacted]

Dear Revdex.com, Thank you for contacting us regarding
this complaint and allowing the opportunity to respond. On 7/22/2017 we setup a
warranty on the customer’s phone. The customer was asked if there was any
physical damage or liquid exposure. We were told there wasn’t. We advised the
customer that if...

the phone was returned and found to be damaged or have liquid
exposure, that she would be charged for the replacement phone. On 8/7/2017 we received the original
phone back and it was found to have liquid damage; the liquid damage indicators
had turned red. The return was denied, mailed back to the customer, and the
customer was charged for the replacement phone. We spoke with the customer on
8/9/2017 and the customer has opted to send back the replacement phone for a
refund. Once we have the phone back and it has been inspected we will credit
the customer. As a one-time courtesy we will re-add
the SquareTrade coverage to the original phone so that the customer can file
for a replacement through them. The customer needs to wait until 8/12/2017 to
file a claim through SquareTrade because the plan has to go back through
activation. If the customer calls prior to that they will not allow a claim to
be processed. Sincerely, TINA G[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989

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 Mr. [redacted] is experiencing issue logging onto his online account. We have been in contactwith him via email numerous times. One of our...

technicians has been trying to reach him by phone butso far has been unsuccessful in reaching him that way.Mr. [redacted] was requesting that we reset his password to gain access to his account but we cannot sendthe password via email. We need to speak to him to provide it over the phone. If Mr. [redacted] canprovide a phone number we can call him at I would be happy to have someone call him to work onresolving this issue.Sincerely,TINA G[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]

Complaint: [redacted]
I am rejecting this response because:
I am waiting for [redacted] and [redacted] responses
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because: I HAVE NOT BEEN ABLE TO READ THE RESPONSE FROM CONSUMER CELLULAR BECAUSE THE  PDF FILE DOES NOT OPEN WHEN I PRESS IT.Sincerely,[redacted]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Our advertising is correct when we say that we don’t have contracts. A contract company typically requires that you stay with service for two years and if you cancel prior to that two years, you are charged; sometimes hundreds of dollars. With our company you can start and end service at any time without early termination fees. As for our phones, we do not advertise that they are unlocked phones. They are not intended to be sold without service and we do require that they are on service for a period of time before we will unlock them. At this time the option is to start service and meet the time requirements for us to unlock the phone, or return the phone back to where it was purchased. Without an active account attached we don’t even have the option to unlock the phone.

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. As longas the phone is in like-new condition, it should only take 48 hours for shipping to apply the credit. Ifthey’re able to apply it back to the credit card, the customer should see it pretty quickly but it doesdepend on the bank’s processing time. If we are unable to apply it back to the card, it can take a fewweeks to get a refund check to the customer.We would have no way to know that the customer did not want to use the service. It is the responsibilityof the customer to contact us and cancel service should they no longer want or need it.We have had numerous interactions with Mr. [redacted] by email and by phone. I’m not sure why he feelslike he was not capable of reaching us because he was successful in doing so.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:
Reply to consumer cellular 02/15/16
 
Dear Revdex.com:
Thanks for your help. Generally speaking, a customer will not return a phone if it works for him (her), unless the service is not provided according to the plans but overcharged.
Ms. G[redacted] reply is unacceptable:
1.      I had a plan with Consumer Cellular, but every time the bills were doubled the original plan. This destroys the trust of customers that is the key to sustainable business. It is illegal to charge the agreed plan by adding operational fees not known and agreed upon by customers in the first place.
 
2.      The customer is the qualified person to evaluate the service mentioned in Ms. G[redacted] response, not the provider. A service should be identifiable by the customer by his ability to work on the phone, not by the provider by using abstract numbers. It is possible that the provider lack professional skills to relate the numbers and the real operations.
 
3.      The Consumer Cellular phone is locked. I can’t use it for other carries. It is the most expensive part of this plan ($163). I want to return to Consumer Cellular to refund.
I am investing into the following choices:
1.      If phone refund is not possible, I am considering a law suit to let the judge to resolve the problem. This is not my first law suit.
2.      If no solution is possible, I will pay the provider $48.64 as wanted in Ms. Gilchrist response, under the condition that this complaint will posted on Revdex.com site permanently as a warning service to all
Consumer Cellular customers: before you choose this service. I am afraid this will not help raise Consumer Cellular to the category of accredit Revdex.com company.
Thank you again for your help.
[redacted]
 
 
 
 
Sincerely,[redacted]

Thank you for contacting us regarding this complaint and allowing the opportunity to respond. The Huawei Envoy phone Mr. [redacted] purchased is similar to the phone he replaced, however some of the available features are different. These are both basic flip phones sold for $35 plus tax. The...

original phone (Motorola WX416) is an older model that is no longer available. The Envoy phone, purchased 10/24/2015, comes with a 30 day money back guarantee. Mr. [redacted] first contacted us with concerns about the phone on 1/19/16, well outside of the return period. According to account notes, Mr. [redacted] is unhappy with the ringtones on the Envoy and that it doesn’t have an FM radio. It’s correct that the Envoy doesn’t have an FM radio, but it does have an MP3 music player. We offer one other flip phone for $50 plus tax (Doro PhoneEasy); it has an FM radio. If Mr. [redacted] had contacted us within 30 days to exchange the phone we certainly could have done so. I reviewed the referenced call with the Supervisor Irving. Mr. [redacted] said “Cancel. My dad and I will cancel our entire account then.” Irving asked if the account holder was available and Mr. [redacted] said his father is 83 and he “handles it all for him”. [redacted] is authorized on [redacted] account, so he has the authority to make changes or cancel. Irving asked if Mr. [redacted] wanted to transfer the numbers to another carrier before he cancelled. Mr. [redacted] responded by asking if Irving was going to give him a hard time. Irving reviewed Mr. [redacted] options of purchasing a new phone or a carrier return (open box) model with the features he wants. Mr. [redacted] asked Irving for his name and ID number, then hung up without further response. Irving completed the cancellation request as he understood it; we’re sorry if that wasn’t Mr. [redacted] intention. Regarding the request to speak to corporate, Mr. [redacted] was offered the email address and mailing address to make a complaint. All written correspondence and emails are received in our corporate office. Corporate does not have a separate phone number; all calls to Consumer Cellular reach the same phone queues. We understand that the customer is frustrated, however we are not able to make the concession he is requesting. At this time the account remains active and available for use unless we receive a request to cancel or transfer the numbers to another carrier.

Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Mr. [redacted] account has been suspended due to non-payment a few time, most recently on 7/8/2017. It is the customer’s responsibility to ensure that we receive payment by the due date on the...

bill to ensure that service is not interrupted.

We have printed and mailed a copy of our original response to Ms. [redacted] home address. Please let us know if we can be of further assistance.
Best regards,
JESSICA H[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected][redacted] Portland, Oregon 97224www.ConsumerCellular.com

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Ms.[redacted] requested that we give her the unlock code, which I have provided.Ms. [redacted] is on our $10.00 plan (every voice minute used is billed at $0.25 per minute) and she alsohas our $10.00 text/data plan. That is a base rate of $20.00. She is being billed correctly.At this time there is nothing further to resolve.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. I have verified by the customer’s account history, which automatically notates every time anyone opens a customer account that no one was in this customers account between...

10/11/2016 and 4/6/2017. I have also checked our call recordings and I do not see any calls to us from the customer’s cell phone or from the phone number [redacted] has listed on the Revdex.com complaint, in the month of January. From everything I can see we did not receive a call to cancel the account. The customer is responsible to pay for service up through the date of cancellation. As a courtesy I have cleared the final balance since there was no usage. The account is now at a zero balance. Sincerely, TINA G[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected] www.ConsumerCellular.co...⇄

January 26, 2018 Revdex.com 12566358 Wayne [redacted]t 100381085 Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. The account manager with SquareTrade did not contact us to change the phone that would be shipped. This is a process that the account manager at SquareTrade has to handle with myself, as well as our accounting department. I recommend that Mr. [redacted] contact SquareTrade in regards to this as these phones are SquareTrade replacements which are initiated by then.

Dear Revdex.com, Return labels were mailed to Ms. [redacted]’s home address on January 15th and we received the returned equipment on 1.26.18. $217.35 was refunded to the credit card ending in [redacted] and $227.71 was applied towards the account balance for the service invoices. This includes a $10.71 credit for the wall charger. A credit balance of $127.99 remains which is pending review from our accounting department who will refund the credit card if possible or we will mail a check. The account was cancelled on 1.17.18 when the phone numbers were released to a new carrier. Below are the combined usage totals for the two active phone numbers during the time service was active. The invoices for service were valid and properly billed for the service that was active and used. Bill Cycle Dates Voice Text Data 12/12/17-1/11/18 1,167 667 5.01 GB 1/12/18-1/17/18 252 99 766 MB Sincerely, JESSICA H[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected] www.ConsumerCellular.co...⇄

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Consumer Cellular’s risk free guarantee period is 30 days or 300 units of usage (voice minutes, text messages or data MB) whichever comes first. This account was opened on 6/24/2016 and closed...

7/1/2016. There were 468 minutes and 25 text messages used. The account is outside of the trial period and a prorated invoice generated for the days the service was active. A balance of $11.32 is due 7/26/16. The details of the risk free trial are included with every phone and is on our website. The balance due is valid for services that were active and used. The below image is from www.consumercellular.com. Thank you for contacting Consumer Cellular.