Consumer Cellular

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Mr. [redacted] had service with us from 1/22/2015 – 3/7/2016. On 6/2/2015 we received a call stating that he was having service issues. We offered to do troubleshooting with him however...

he was on the cell phone and didn’t have another phone for us to contact him on. He requested that we move him to the Tmobile service so we sent him a new SIM card. We received a few calls where the customer stated that his service was still an issue and he was advised that he was in only a moderate coverage area. We offered to troubleshoot the phone but we were often times hung up on and so this was never done but regardless, his coverage area was only moderate and troubleshooting would likely have not fixed the issue regardless of which provider we put him on. The invoices that are currently owed are as follows. 1/22/2016 – 2/21/2016 in the amount of $23.02 (693 voice minutes used) 2/10/2016 – 3/9/2016 in the amount of $12.75 (249 voice minutes used) Total balance owed = $35.77 These invoices are valid and based on the customer’s usage he was on the best plan. Please call 1-800-686-4460 to make a payment and to avoid late fees and further collection efforts.

Revdex.com [redacted] RE: [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We willnot change the mailing address on the account. Once a customer’s account is cancelled for beingdeceased, all information remains...

as is.We were able to apply a credit to the account based on usage which has lowered the final amount owedto $32.13. Ms. [redacted] is not required to pay this as she is not the account holder. Ultimately it is theresponsibility of the estate. There was usage up until the date of cancellation.If the estate is unable or unwilling to pay the final invoice, it will eventually be sent to a collectionagency.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

February 26, 2018 Revdex.com [redacted] [redacted] Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. It appears that the reason our SIM did not work with Mr. [redacted]’s phone is that the phone was...

damaged. Unfortunately, there is not anything that we can do in that situation. Mr. [redacted] may still have access to his contacts and pictures if he regularly backed is phone up to something like Google. If he needs assistance with synching his phone to Google, he may call us at 1-800-686-4460. Sincerely, TINA G[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected] www.ConsumerCellular.co...⇄

[redacted] www.ConsumerCellular.com ? [redacted]@ConsumerCellular.com August 11, 2015 Revdex.com [redacted] Dear Revdex.com, From time to time a tower does go down or is degraded, effecting service. Unless a customer is fully unable to use the...

service, we typically do not credit as we cannot guarantee the availability of a wireless network at all times. As a one-time courtesy credit, we have lowered the customer’s current invoice from $105.34 to $57.64. This invoice has a due date of 8/15/2015 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

Complaint: [redacted]
I am rejecting this response because:I appreciate the opportunity to respond to the letter from Consumer Cellular on July 7.  The first point in their letter acknowledges that they did not provide celluar phone service, for the original month.  On 10/28/17,they charged $39.90 which included a cell number that I had with T-Mobile, resulting in my being double billed.  On 11/28/ they adjusted the bill by $18.06.  This is equivalent to giving me a 45% discount for service they did not provide. The response letter ignored the fact that they tried three times to activate my cellular service and were not successful.  (See attachment).  But they continued to bill me as if I had access to a cell phone.  In all fairness, I admit that during this whole time I did not have cellular service, Internet access was available.  This is unnecessary access since I have Internet access on my home computer. Without an accompanying cell phone, this access is useless outside the home.  But, I am willing to pay this $10/month charge, if the remaining cellular charges are dropped. The letter also ignored the fact that the chargeback on the two cell phones was rescinded on January 15 and returned to Consumer Cellular. (See attachment).  I have a written statement from the bank to this effect.  For some reason, they do not recognize and put to collection a charge they know is invalid. At this point, I own two phones that have been locked, and I am denied their use.  I am willing to pay $10/month for the Internet services when Consumer Cellular contacts Professional Collection and withdraws the complaint.  In addition, I want the two phones, for which I have paid, unlocked. 
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because: I only owe 26.55 and what ever was prora
ted,and it is not 80.00 total.
Sincerely,[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] experienced frustration with our service. Her account is cancelled at this timeand I have cleared her account balance.
The additional phone number was added to...

the account on 8/31/2016 when the customer decided tohave us assign a new phone number to her while we worked on the transfer of her other number. Thetemporary number was not cancelled until the customer cancelled the account.
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. While a phone should not work on international towers, it is possible for a connection to occur if the phone is powered on and near an international tower. Consumer Cellular does...

not have control over the international roaming rates. I have gone ahead applied a credit of $5 plus tax towards the international roaming charges. Since the invoice was already paid, the credit will be applied towards the next invoice. I have also reset the international roaming block on both lines of service to ensure it is properly provisioned. For reference, I’ve included the current information about international calling and roaming that is on the help section of our website at https://www.consumercellular.com/Help/phones-and-services.

Complaint: [redacted]I am rejecting this response because:   First of all this company I have been with for many, many years.  I have found out this call was made by [redacted] who found my phone that I left in her house
and why she tried calling me on it she has no clue and apparently didn't hang it up for 74 minutes.  If Consumer Cellular would make the effort to check this call out, they will see it was:
1)  NEVER ANSWERED AS I DID NOT HAVE THE PHONE - IT WAS IN [redacted]'S POSSESSION UNTIL I CAME TO PICK IT UP
2)  THERE WAS NO DIALOG ON THIS CALL THAT CC SHOULD BE ABLE TO VERIFY.
3)  THEY CAN SEE FROM ALL PHONE RECORDS I NEVER TALK THIS LONG ON A CALL!  PERHAPS FIVE YEARS AGO WHEN MY MOTHER WAS IN THE HOSPITAL DYING THE CALLS TO/FROM FAMILY WERE LENGTHY, BUT OTHER THAN THAT, I NEVER TALK FOR ANY LENGTH ON THIS PHONE.
You can call [redacted] at the incoming number on my bill (she made the call and not me) to see there was NO DIALOG whatsoever on this call and her provider is Verizon.  When I first initiated my inquiry, I did think this was a solicitation call from Verizon that was incorrect.  After calling the number myself down the road and checking the date and realizing I was in her house and left my phone there for a few
hours, I have put all the above together.  CC can call Mrs. [redacted] to verify this if they wish, but to charge a long term customer for a 74 minute call adding $5 to my bill when there was no talk on the call and apparently she answered it and never hung up, CC should 100% credit this amount and furthermore have never been as rude and uncaring as they have been.  To do what they have to a 72 year old woman who has been a long term customer and always pays her bills on time, this is ABOMINABLE!  And to never be abler to talk to anyone but those that answer in customer service and not be able to get a requested response from a Manager or their CEO, Mr. Marick in his privately held company is just inappropriate too.
Sincerely,  [redacted]

March 5, 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’re sorry to hear that Mr. [redacted] is not satisfied with the service. Filing a complaint with...

the Revdex.com is not necessary to cancel an account. I have cancelled the service as requested; the cancellation confirmation code is [redacted]. Because the account was cancelled within 30 days and with less than 300 units of usage, the customer will not be billed for service. If Mr. [redacted] would like to review a detailed list of the usage from his phone it can be accessed by logging in to his account online now or after the bill cycle closes. We can also mail a copy of the usage after the bill cycle closes. Sincerely, JESSICA H[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST

Revdex.com Complaint ID [redacted] (Customer # [redacted])Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. [redacted] purchased a Motorola Moto G phone on 9/22/2015 for $86.64. All new phones from ConsumerCellular come with a one year...

manufacturer’s warranty against defects. We reviewed [redacted]account history and reached out to him today to set up an override of the expired warranty on hisphone. [redacted] replacement is being shipped today and will arrive with a prepaid label to sendthe defective phone back. The replacement phone will be of the same model and is sent at no chargepending return of the defective phone in good physical condition. Since the original phone waspurchased over two years ago, this warranty exchange is being offered only one time. The phone we areshipping today is guaranteed against manufacturer’s defects for 30 days but does not come with aseparate warranty of its own.To be accepted for a warranty, a defective phone must still be in good physical condition without anysigns of damage or water exposure. [redacted] confirmed that his phone does not have any scratches,dents, cracks or other signs of physical damage and has not been exposed to liquid or heat. Once wereceive the phone back it will be inspected and processed. As long as the phone has no signs of damageit will be accepted for the warranty and there is no charge for the replacement. We will monitor theaccount to ensure that the defective phone is received and processed without further delay.Please let us know if we can be of further assistance.Sincerely,JESSICA H[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F 503.675.8989Corporate.Resolution@ConsumerCellular.comwww.ConsumerCellular.com

[redacted] Portland, Oregon 97224 [redacted] www.ConsumerCellular.com [redacted]@ConsumerCellular.com September 1, 2015 Revdex.com [redacted] Dear Revdex.com, We are only supposed to ship items to the address we have on file, which is where the SIM card was sent. The customer...

has received two phones from us. One in November 2014 and the other in July 2015. We did a warranty replacement on the first phone and sent out the second one free of charge. The customer would receive no charges for the replacement as long as we received the first one back and it was in like-new condition. We did receive the first one however it was water damaged and the return was denied. We sent the first phone back to the customer and they received a charge for the replacement phone. We just received the replacement phone back and credited the charge that the customer had received. The customer still has the first phone in their possession and it is not eligible for a refund and due to the water damage, it is not eligible for a warranty replacement. If the phone is not functional, the customer would have the option to purchase a new phone. The customer is not due any refund for equipment. The customer has the option to cancel service or purchase a phone to use on the service but refund for service is not due until that decision has been made. We would only give a prorated credit for the time that they had no service. 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

Complaint: [redacted]I have since moved I have this new address: Cost of living lower SSI payment forced me to move NEW MAILING ADDRESS FOR ME IS AS FOLLOWS FROM NOW ON! [redacted] APARTMENT [redacted] KATY, TX 77494. Please make the appropriate correction and send copy to new address if unable to, make correction on time? I share now what, I can no longer afford a private place of my own. It's better than a homeless shelter. You should tell me on my statement how many minutes I've used so I can make the changes, if you are really interested in providing for x-retired service members, who only have SSI to live on now days.  I am rejecting this response because:Sincerely,[redacted]Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted] In the complaint I say that nothing  in the paper work that they sent when I join them says the item is USED REPEAT USED . AND NO WERE IN ANY OF TOF THE TIME I CALL THEM TO TELL THEM I HAD PROBLEMS WITH THE UNIT THE TOLD ME IT WAS USED UNTIL AFTER THE 12 MONTH WAS UP   . SO THE ARE SAYING IT OK SO SELL USED EQUIPMENT AND NOT TELL THE COUSTOMER .  THE COMPLAINT I FILE ON THERE BLOG THE ERASED SO NOBODY ELES COULD SEE WHAT THE ARE DOING . THET SAY THEY CANN't GO BACK TO THE PHONE CALL WELL THEY CAN GO BACK TO THE PAPER WORK . AND THE TIMES I CALLED THIS IS A VERY POOR REPLY   FROM A COMPANY THAT BASICLY DEAL WITH SENIORS I WILL BE 79 THIS MONTH AND I WOULD RATE THIER  SERVICEOT SENIOP AS POOR

Complaint: [redacted]. I have no way knowing I used all of that data.  I don't believe the company.  I have already received too many lies.  A lot my texts and telephone calls were dropped. My friends could not reach me. I see you lowered the amount. Lower it again.  [redacted]
 I am rejecting this response because:
Sincerely,[redacted]

I'm afraid I don't understand Ms. [redacted] reply, our response to her complaint was submitted as an attachment on 4/27/16. I've copied the response below:
April 27, 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. Ms. [redacted] account was opened on 4/20/16 over the phone with a customer service agent. It’s unclear what caused the order not to create, but we are investigating to prevent this from occurring in the future. Understandably, this was a frustrating experience for Ms. [redacted] and certainly not how the sales activation process normally goes.
Ms. [redacted] contacted us on 4/26 when she hadn’t received the SIM card and an agent reordered the SIM to transfer her phone number from AT&T. Ms. [redacted] then spoke to Cassie, a Supervisor, and cancelled the account and SIM card order before it shipped.
We can definitely reinstate the account and order a SIM card to ship USPS Priority Mail. That is the only shipping option we have available for the free SIM card. If Ms. [redacted] would like to get a SIM card at either Target or Sears, she could reinstate the service and activate the account the same day. Because there was no active line of service, there will be no billing if the account is not reinstated. If Ms. [redacted] would like to activate a SIM card purchased from a retail partner or reinstate the account and order a SIM, please contact us at [email protected] or 888-465-6690. The account is notated and her call will be transferred to our escalations team for assistance.
Sincerely,
JESSICA H[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected] www.ConsumerCellular.com

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. If theaccount is not cancelled and continues with service, there would be no refund due.Our risk freeguarantee states that if the customer cancels within 30 days and no more than 300 units of usage wewill waive any invoices that generated.Ms. [redacted]’ account has been active since November 2016, well over the 30 days, and the account is stillactive. As a courtesy I have applied a $2.63 credit for the additional line charge for the phone that wasreturned.On our web site it states:30-DAY MONEY-BACK GUARANTEEWhen we say “try us risk-free” we mean it. 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, simplycancel and we'll refund your money.No questions asked!Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALIST

January 15, 2018 Revdex.com Complaint ID [redacted] Mr. [redacted] D. [redacted] Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. The phone number 805-637-7456 is a voicemail service routing number from T-Mobile. As far as I can...

tell with the information provided, Mr. [redacted] does not have service with Consumer Cellular so his phone numbers are not associated with Consumer Cellular service or voicemail. If he has trouble with his service I recommend he contact his current provider directly. Sincerely, JESSICA H[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. I’m sorryif Mr. [redacted] has had a hard time reaching us. Customer Service is available by phone seven days a week.Though there may be...

periods with a hold time, the only time we have not accepted calls recently waswhen customer service was closed on the July 4th holiday. The last time we spoke to Mr. [redacted] was onMay 1, 2017 when he called regarding switching phones. I have checked our email system and we havereceived two emails from Mr. [redacted]s’ email address, the first was sent Sunday 7/16/17 and the secondsent Monday 7/17/17. Emails are answered in the order they are received and we had not yet gotten tohis messages.We have no way to know that a customer wants to discontinue service unless they contact us. Requeststo cancel service can be made over the phone, in writing or by email, however the first request wereceived from the customer was the July 16th email. This account was suspended due to non-paymenton 7/11/17. The balance currently due is $73.43 for the following service dates: 4/15/17 – 5/14/17,5/15/17 – 6/14/17 and 6/15/17 – 7/11/17, the date service was interrupted. I have cancelled theaccount and will waive the final invoice for the period of 6/15/17 through 7/11/17, which leaves abalance due of $43.61. Payment can be made online as Mr. [redacted] usually pays his bill, or over ourautomated phone system or by mail.Sincerely,JESSICA H[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

Dear Revdex.com, I’m not sure what else to say here. The customer continues to reject our responses despite the fact that we aren’t disputing anything that he is saying and we are very actively working to get this resolved. Please note the following. 1. We know the customer has received 3 phones and has been charged for two. 2. We know that he does not have a working phone. 3. We know that he sent a phone back to us which was denied a second time. 4. We are sending another prepaid return envelope because the phone was sent back a second time which was a mistake and we realize that. 5. We are in constant communication with him in regards to the status of these returns. One of our agents has contacted him numerous times and will continue to do so until this is resolved. 6. Once we have the first two phones back we will properly credit his account. 7. A SIM card has been ordered for the most recent phone so that we can get it working. 8. The SIM card is out for delivery today and our agent has already scheduled a callback with the customer to verify that it was received and to make sure everything is working again. 9. We know that the customer has not had working service. Once the service is working, then we will apply credits for all the service loss. Thank you for contacting us regarding this complaint and allowing the opportunity to respond.