Consumer Cellular

Consumer Cellular is not and never has been a prepaid service. Our position has not changed, Mr. [redacted] has not paid for service that was active and used. The billing is valid. Please contact PCS at [redacted] to discuss payment arrangements.

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Ms.[redacted] contacted us on 12/3/2016. Her first invoice with us was due on 11/22/2016. As a courtesywe set a payment arrangement for this first invoice so...

that her services would not be interrupted. Shealso asked us that we change her billing cycle as the one she was on was not convenient. To make thischange it meant that her next invoice would run from 11/1/2016 – 12/24/2016, which is longer than amonth. That is what caused the invoicing to be larger than it would be normally.The second invoice was due on 1/15/2017 however we have not received full payment and the accountis currently suspended to non-payment. Once the balance has been paid, we can reinstate service forthe customer.The 411 calls that the customer mentions are 8 calls to 411 that were placed, each costing $1.50. 411 isa third party service which bills to the customer, should they choose to use it.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’m sorry to hear that Ms. [redacted] account was suspended. Ms. [redacted] spoke with one of our employees on 12/11/2017 and 12/12/2017. Her account was reinstated on 12/11/2017 and the...

charge was cleared from her account on 12/13/2017. We have tried to reach out to her to advise her of this but have not been able to reach her. A message was left for her to let her know. In regards to the shipping cost, we took back the phone that had previously been denied due to physical damage. Phones are required to be returned in like-new condition. We extended the warranty to Ms. [redacted] even though it was not like-new. Ms. [redacted] will receive a prorated invoice for the time she was without service. Sincerely, TINA G[redacted]

November 23, 2015 Revdex.com [redacted] Dear Revdex.com, I have resent the customer’s three most recent invoices to her email address that we have on file. The customer is currently setup to receive her invoices through paper mailing and that she will send in or...

call in her payment every month; it is not setup on autopay. If Ms. [redacted] would like any of this to be modified, we can certainly do that. Ms. [redacted] states in her complaint that her phone was shut off however we have never shut off her account or her phone line and she has been with us since 9/13/2014. If the customer is having service issues, she may call us at [redacted] from a phone other than the cell number and we would be happy to troubleshoot the issue. 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...⇄ [redacted]

Complaint: [redacted]
I am rejecting this response because there is no estate for [redacted] and we are not responsible for her debt. You made an agreement between my aunt and yourself and you should have factors in such situations so that the families of the deceased are not harassed and expected to cover any further debt for said family member when you already are left with buried costs and such that you have no choice but to pay. There are a lot of other families out there that will be in the same mess with consumer cellular and it isn’t right to expect their families to cover their debt.
Sincerely,
[redacted]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I’m sorry to hear that Mr. [redacted]’s hotspot wasn’t working. We spoke with Mr. [redacted] in April and May and we were never advised that there was an issue. Currently there are two...

invoices owed on the account. $93.75 for the service dates of 9/25/2017 – 10/24/2017 and $73.99 for the service dates of 10/25/2017 - 11/17/2017 when we suspended the account due to non-payment. As a courtesy I have lowered the larger invoice to $74.75 and the other invoice to $64.49. As an additional courtesy I have waived the extra line fee for the hotspot starting with the invoice for the period of 5/25/2017 – 6/24/2017. With all credits applied, the amount owed has been lowered from a total of $167.74 to $76.19. This amount will need to be paid in order to reinstate the account. Once the account is reinstated, we would be happy to troubleshoot any device issues that Mr. [redacted] is experiencing. Sincerely, TINA GI[redacted]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Mr. [redacted] account was suspended due to another account with Consumer Cellular that he is tied to which has gone to collections. Our billing team tried to contact him on...

10/5/2017 to discuss resolving the account in collections so that we could reinstate his account. Mr. [redacted] may call our billing department at 1-888-549-4789 to discuss his options. Sincerely, TINA G[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. Thisphone is an [redacted] smartphone that was purchased for $100 (+ tax) on 3/18/17. The customercontacted us on 3/29/17 and set up...

a return for the phone. In order to return a phone for refund orexchange, the phone needs to be in like new condition. The phone was received in our shippingdepartment on 4/14/17. I’ve attached three photos taken of the phone when it was received. Two ofthe pictures show the scratches on the screen and the third shows the unique serial number of thedevice. The phone returned to the customer on 4/14/17 as it is phone is not eligible for a return orexchange due to physical damage. Please let us know if we can assist further.Sincerely,JESSICA H[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

Complaint: [redacted]I am rejecting this response because:
I DID RECEIVE A LETTER/E-MAIL FROM CONSUMER CELLULAR ON 1-04-2016.   IT SAYS THAT WHEN THEY RECEIVE A PAYMENT ON AN ACCOUNT THAT HAS BEN SENT TO COLLECTION, WE TAKE THOSE FUNDS AND GIVE THEM TO THE COLLECTION AGENCY WHICH WAS DONE ON 12-25-2015.  SO, NOW, PROFESSIONAL CREDIT SERVICES HAS THIS ACCOUNT IN EUGENE OREGON AND THERE CONTACT NUMBER IS 1-800- 972-1635.   I CALLED THIS NUMBER AND AGAIN I RECEIVED A RUNAROUND ABOUT THIS SO-CALLED ACCOUNT FROM THEM.   YES, PAYMENT WAS RECEIVED IN THE AMOUNT OF $37.87 FOR THE ALLEGED AMOUNT THAT THEY SAID I OWED THEM.     PROFESSIONAL CREDIT SERVICES HAS NEVER CONTACTED ME IN ANY WAY AT ALL ABOUT THIS ACCOUNT.   THIS HAS BEEN WELL OVER A 4 YEAR PERIOD OF TIME.     WHY???   THE LADY I SPOKE TO SAID THAT THEY WOULD CHECK INTO IT AND GET BACK IN TOUCH WITH ME ABOUT IT.   I HAVE NEVER IN MY ENTIRE LIFE HAVE DEALT WITH SUCH IS THAT DON'T KNOW ABOUT ANYTHING OF WHAT IS GOING ON HERE.    AGAIN, I BEG FOR YOUR HELP IN GETTING THIS MATTER RESOLVED ONCE AND FOR ALL.   REQUEST THAT ALL THREE CREDIT BUREAUS BE CONTACTED TO REMOVE THIS ERRONEOUS REPORTING FROM MY FILES.  IF IT CAN'T BE DONE BY THE Revdex.com, THEN PLEASE GET ME INFORMATION  ABOUT THE DEPARTMENT OF CONSUMER AFFAIRS IN THAT AREA.    THANKS FOR YOUR HELP.  MR. [redacted]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:I have paid for the service I received.  Half of the total minutes used between TWO phone lines....Your competition provides reliable uninterrupted service.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:My cell phone would not send me a message saying that I need to call this company to get my voicemail, that makes no sense whatsoever. 
Sincerely,
[redacted]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. There was usage on the phone lines up to the day that the account was cancelled and I have applied a credit, based on usage which the customer will receive in the form of a check. The account has been paid off and nothing further is due to Consumer Cellular or to the customer. Sincerely, TINA G[redacted]

Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Wespoke with Mr. [redacted] yesterday and he opted to go and purchase a SIM card from a retail location.We were able to get his phone working yesterday.I have waived a month’s cost for the additional line...

fee and he also received the credit towards thepurchase price of the SIM card.We apologize for the time and frustration this has caused the customer.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F 503.675.8989

May 13, 2016 Revdex.com [redacted] Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Mr. [redacted] started service with us on 11/2/2014 and cancelled on 12/9/2014. The customer contacted us once for assistance on his phone on...

11/6/2014. The call dropped and we were unable to get him back on the phone. We next heard from him on 12/9/2014 via email where he requested to cancel. In our reply email he was made aware of the invoice that would generate which he would be responsible for. There was never any mention of the service not working and he stated that after the holidays he planned to return to service. He specifically stated that the service he had was outstanding. Here is that email. Contact Information: Name: [redacted] Number: [redacted] Email: [redacted] Customer Cell Number: [redacted] Comments: I need to cancel my service, the phone I currently have has quit. I do plan to purchase a new Consumer Cellular Phone after the Holidays, your service while I had it was outstanding. Thank you, [redacted] The account was cancelled outside of the 30 day risk free period and the customer is responsible to pay for the service. Over time we not only sent invoices for service but also invoices with late fees. A total of 6 were sent from 12/3/2014 through 4/12/2015.We made numerous attempts to contact Mr. [redacted] on the following dates; 1/1/2015, 1/2/2015, 2/26/2015, 3/23/2015, 4/2/2015, 4/14/2015. On 5/6/2015 we did finally reach him to advise him that his account was transferred to the collection agency on 4/14/2015 and to see if we could arrange a payment. As a courtesy, and because of the limited usage, I have cleared the balance owed at the collection agency. It may take them up to 3 business days to complete this. Sincerely, TINA G[redacted] CO/RPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected] www.ConsumerCellular.com

Dear Revdex.com, Thank you for contacting us regarding this complaint and I apologize for the delay in our response. While processing the return of the defective Moto E LTE on this account, a medical alert device was added to the account in error. The equipment was not shipped to Mr. and Ms. [redacted] because the line of service was added in error on our part. This was addressed and the charge was credited. This was an unfortunate mistake that has been internally addressed. The phones Mr. [redacted] has are not eligible for a return as they were purchased from a retail store, not directly from Consumer Cellular. It would be up to the store’s return policies. However, since one of the devices was purchased about six months ago and since replaced under warranty I expect the store will not accept it for refund. We have applied an additional courtesy credit of $21.85 for the frustration and inconvenience. The full credit balance now on the account is $23.12, which will be deducted from the next invoice. If the customers remain unsatisfied and would like to cancel their service they may do so at any time. If they intend to transfer their phone numbers to another service the new service would initiate the request.

Complaint: [redacted]I am rejecting this response because: their literature says no roaming for domestic calls.  the INT ROAMING shows for 2 seconds and sometimes doesn't show on phone. until after call is completed. they should have an explicit warning in their literature and manuals for this flaw. I explicitly subscribed to use it at the island location.  will keep using it but will look at other carriers that are safe to use at the island. some are useable without roaming charges. how come this only occurred this sept,oct, nov only ???Sincerely,[redacted]

January 15, 2016 Revdex.com Complaint ID [redacted] (Customer # [redacted]) Dear Revdex.com, Consumer Cellular offers a Risk Free Guarantee of 30 days, 300 minutes, 300 text messages or 300 MB of data use (whichever comes first). If an account is cancelled within 30 days and...

with less than 300 units of usage, any billing will be waived and nothing would be due. An account can be cancelled any time, however outside of the guarantee period the customer will be charged for service and usage through the cancellation date. Ms. [redacted] account was opened 11/8/15 and closed 11/19/15 when the phone number was transferred to another carrier via port request. Based on the credit check completed at the time the account was opened, Ms. [redacted] account was required to be on autopay. She provided a credit/debit card for her monthly billing to be automatically charged. During the time the account was active, the usage was well outside of our guarantee period. In the billing period that ran from 11/8/15 through the cancellation date, the following was used: 316 talk minutes, 447 text messages and 5,237.68 MB of data (5.2 GB). A number of complimentary minutes were also used, however these do not count towards a customer’s plan or guarantee period. The billing on this account is valid and an invoice due 12/13/15 was generated and mailed on 11/24/15. Ms. [redacted] called customer service on 11/30/15 to inquire about the billing and an agent explained the charges and usage. The credit card on file declined when we tried to collect the payment due on 12/13 so we attempted to reach out to Ms. [redacted] by phone, email and a letter sent to the home address regarding the now past due billing. A past due invoice generated and was mailed 12/24/15 with a due date of 1/12/16. Ms. [redacted] card was successfully charged on the next due date of 1/12/16 and the account balance was paid in full. Nothing will be refunded to Ms. [redacted] as the billing is valid. Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Sincerely, JESSICA H[redacted]

Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We did not receive the charger for the Ally device, however we have applied a $10 credit towards the customer’s account. This has reduced the current invoice to $16.33. We’re sorry to hear that Mr. [redacted]...

had such trouble with the Ally device. If we can assist further please let us know.Sincerely,JESSICA H[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]  p.s. I will call PCS on 7-18-2016 to resolve this issue.