Consumer Cellular

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

Complaint: [redacted] I am rejecting this response because: Even though, as I said in my original complaint, that yes, buried in the terms and conditions that is not referenced when you are purchasing but is a link at the bottom of a page (not the purchasing page either) does state that there is a day moratorium on doing anythingthat This is not straightforward nor clear, the fact that I would have to somehow know to go look for it and then I would have to ream through a large document looking for that which I did not know to look for is misleading at best All that I ask, is that after many years of good service and on time payments that I can after paying in full a common retail price for a phone that you just let me have it unlocked, that is not too much to ask is it? Asking me, in a no contract setup (that at least is screamed from the rooftops)out of my moratorium, period, contract, or whatever it is you would like it referred to as it seems no different than if I had signed a contract Allowing me to pay almost the price of the phone again just to keep it is not very enticing either.Sincerely, [redacted]

Revdex.com [redacted] Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond.Consumer Cellular is a no contract company and we bill in arrearsIt is the customer’s responsibility tocall and cancel serviceThis is covered in our end user agreement, which I will include below[redacted] has three invoices that are owedFor the invoice that was for the service dates of 3/18/–4/17/2017, there was usageHowever, the other two invoices do not have usage so I have waived thoseand the associated late fee [redacted] will need to pay the one invoice in the amount of $to clearthe debt on the accountWhat Happens If I Want To Cancel My Service Or If You Cancel My Service? Is There ACancellation/Early Termination Fee? You may cancel this Agreement at any time for any reason,but you will be responsible for all charges incurred through terminationIf you do cancel, youmust notify us in writingWe may also cancel this AgreementIf we do, we will attempt tonotify you in advanceEven though the account is canceled you are liable for all chargesWe billup through the date of termination.Sincerely,TINA G [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F [email protected]

Complaint: [redacted] I am rejecting this response because: there was nothing wrong with the service the problem was the phone and they're unwillingness to do anything about it except diagnoss it which I did several times at cost and inconvience to me after doing this several times I got tired of hearing they're only solution the same thing over and over and hung up on the last two since they refused to do anything about the PHONE other than the same bull of diagnosing which failed on previous tries which they do not acknowledge I made [redacted]

Thank you for contacting us regarding this complaint and allowing the opportunity to respondWe did not receive the charger for the Ally device, however we have applied a $credit towards the customer’s accountThis has reduced the current invoice to $We’re sorry to hear that Mr [redacted] had such trouble with the Ally deviceIf we can assist further please let us know.Sincerely,JESSICA H [redacted]

March 21, Revdex.com [redacted] [redacted] [redacted] Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondWe would like to work directly with the customer to address her concerns and try to resolve her service issuesWe have been trying to contact her but have not been successfulIt sounds like maybe someone is picking up and then hanging up and we are unable to leave a messageIf Ms [redacted] would like a call back, she should provide us with a valid contact number, other than the cell number, and a date and time that would work for her so that I can have someone reach out to her againSincerely, TINA G [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST

Complaint: [redacted] I am rejecting this response because: First and foremost I am DR [redacted] or MS [redacted] , not Mr [redacted] Second, I will be having my computer expert in to sync my phone to my computer; I don't trust Consumer Cellular to do it Last, but certainly not least, my phone went kaput on the 19th and I didn't receive a replacement until the 24th I believe the phone sent to me was a refurbished phone and NOT a new one because there was no plastic to peel off the face of it Very unhappy with the service (or perhaps I should say lack thereof).I also didn't appreciate someone telling me to "hop on down" to [redacted] or [redacted] and buy a new phone Maybe its generational but does anyone have any manners these days?? Sincerely, Dr [redacted]

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 droppedMy friends could not reach meI see you lowered the amountLower it again [redacted] I am rejecting this response because: Sincerely, [redacted]

May 31, Revdex.com [redacted] [redacted] Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondThe invoice that Mr [redacted] is being charged for is for the service dates of 4/6/– 5/4/2016, when his number ported outThere was usage during this time and the invoice is validThe invoice was due on 5/28/and has not been paid yetMr [redacted] can contact us at 1-800-686-to make a payment on his account and to avoid further collection effortsSincerely, TINA G [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T F [email protected] www.ConsumerCellular.com

Complaint: [redacted] I am rejecting this response because:1) My original purchase day of their service was 3Octwhich should have had a monthly due date of the third of the month This is why I chose this day to purchase their service so that it would fall on my disability check day 2) According to my bill statement the 3Decpayment was received on 8Dec16, however, they are saying that they haven't received the 3JANpayment EVEN THOUGH 3JANPAYMENT MONEY ORDER WAS MAILED TO THE SAME IDENTICAL ADDRESS THAT THE 3DECPAYMENT WAS SENT TO Call me crazy if you like but how can that be possible when both the December and the January payments were both mailed to the same address Furthermore, I have the United States Postal Service money order receipts to both prove and verify these truths 3)Consumer Cellular changed from the original purchase date(3Oct16) being my due date I have a witness who took me to my PO Box who can vindicate that I didn't receive my first Consumer Cellular bill on 22Noivwhich had a balance due of $which they acknowledge they did receive Both of my United States Postal Service money order receipts have the following addressee's address on them: [redacted] PORTLAND, OR, 97223- It is for this reason I have refused to pay the $they are requesting because they ORIGINALLY CHANGED my due date, I AM ON A FIXED INCOME, I CAN'T AFFORD IT, AND I WOULD HAVE STAYED WITH MY PREVIOUS PREPAID CELLUL,AR PHONE SERVICE IF I COULD HAVE FORESAW THIS 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 However, I had already replaced the defective phone and would rather CC simply credit my account for the value of the phoneI'll return the replacement phone when I receive itSincerely, [redacted]

Revdex.com [redacted] Dear Revdex.com, We are a non-contract service however we are not a prepaid service and we do run a credit on every customerIn addition to needing the information for that, we also ask to try and ensure that an account is not being setup fraudulentlyWe take our customer’s privacy and security seriously and do not share customer information with outside sources except to run the initial credit checkI listened to the sales call with the customerOur representative asked for the last four digits on the customer’s social security however the system was not able to run the credit check on the customer based on just the last four of the socialThe representative then asked for the full social and explained why we were asking for itOnce she explained this, the customer gave the full social securityMs [redacted] could have exercised her right to refuse the information when asked and we would have respected that, however she chose to give it to us so that we could process the credit approvalShe did not mention until after giving the information that she was concerned about giving it to usOur representative did assure Ms [redacted] that we are a secure company and do not share customer informationI have removed the customer’s last four of her social from the account, which is all we can see once the account is createdI have replaced it with This will make her account less secure and she will have to go through verification steps when she calls in since we do not have this identifying information any longerThank you for contacting us regarding this complaint and allowing the opportunity to respondSincerely, TINA G [redacted]

May 23, Revdex.com [redacted] Dear Revdex.com, We have made our position clear in this matterMs [redacted] may come back to service with us to fulfill having the phone for days on service and we will unlock itIf she chooses not to fulfill that requirement, we will not unlock the phoneMs [redacted] stated in a previous response that she left our company due to reception issues however she moved her number to a company which uses the exact same towers as we useShe had service with us for a number of yearsIf Ms [redacted] can show proof (utility bill or copy of driver’s license) that she has moved outside of our coverage areas, we can research further into unlocking her phone

Thank you for contacting us regarding this complaint and allowing the opportunity to respondI listenedto the call where Mr [redacted] account was setup theAt about minutes into the call the agent wasasked about how the number transfer process worksShe stated clearly that if the customer doesn’t callus and tell to postpone the transfer, that the system will start the transfer in daysThere was nomention of needing to wait for the transfer from Mr***We also sent an email to the customer toremind him that he was hours from having the system start the transfer.We have already released two of the three lines on Mr [redacted] account back to [redacted] I verified thatthere is not a request for the third number at this time.Sincerely,TINA G [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 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 respondOn12/27/Ms [redacted] contacted us to setup a pay due payment arrangementShe agreed to pay $27.37by 10am on 1/9/We were contacted again on 1/3/Ms [redacted] stated that she could not paythe full amount on 1/9/but she would pay $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/a late fee of $was addedMs [redacted] is responsible for all invoices until the dateof cancellation and late fees, when they accrueAs a one-time courtesy I have removed the late feeMs[redacted] will need to pay the remaining balance no later than 3/13/Should she miss this secondarrangement, the account will fall back into the collections process and late fees will accruePreviouscredits 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 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 respondMr [redacted] called us on 12/23/to cancel serviceWe were not notified until that date that Mr [redacted] was no longer wanting to keep serviceThere was a fair amount of data used on the first invoice cycle, but no usage on the invoices, which generated after thatAs a courtesy, we waived the second invoice and the late fee that generatedMr [redacted] ’s account is a zero balance and he does not owe us anything further

January 15, 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 respondThe phone number 805-637-is a voicemail service routing number from T-MobileAs 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 voicemailIf he has trouble with his service I recommend he contact his current provider directlySincerely, JESSICA H [redacted]

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondI’m sorry to hear that Mr [redacted] has experienced issues with the devices he purchasedIn regards to the cell phone ordered in March, it is outside the return period but if the phone is in like-new condition, we can replace it under warrantyWe have already replaced the home phone base.As a courtesy I waived the invoice for the service dates of 7/25/– 8/24/due to no usageThis put a credit of $towards the current invoice of $There is a remaining balance of $due on 10/16/2017.Sincerely,TINA G [redacted]

Thank you for contacting us regarding this complaint and allowing the opportunity to respondI’m sorry that Ms [redacted] was without service for a portion of timeI have looked over her account and based on her usage, she was billed at the best rate possibleDuring the first invoicing period she used 3,voice minutes, text and 4.10GB of dataThe invoice total for her two liens of service was $Ms [redacted] is autopay required which means that there must be a valid credit or debit card on the account that we will take payments fromShould we attempt to take the payment for an invoice and the card declines, the account is immediately shut offOn 12/22/Ms [redacted] made a $payment through our phone system, leaving a balance of $On 12/23/2016, the due date of the invoice, we attempted to take the remaining balance but the payment did not go through so the account was cancelledOnce Ms [redacted] paid the remainder, just a short time later, we reactivated her accountThe issue with Ms [redacted] getting her service to work appears to be that she was trying to use a phone from another provider but the phone was not unlockedMs [redacted] asked that we do not start the transfer of her numbers until 11/21/2016, per her call to us on 11/6/On 11/18/Ms [redacted] asked us to go ahead and start the transferOnce we began the transfer of the numbers it went through very quickly; within about an hourAs a courtesy I have provided a $credit which is the price difference from the unlimited voice plan to the 4,voice planThe credit also adjusts for the associated taxesMs [redacted] has a credit on the account in the amount of $which will be applied to her next invoice

November 14, Revdex.com Complaint ID [redacted] [redacted] (Customer # [redacted] ) Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondA refund of $was submitted to the card ending in [redacted] on the morning of 11/06/It was settled successfully on November 6, at 21:43:PSTIt generally takes to hours for a refund to be posted by the bank, but this varies based on the policies of the financial institution and may take longerSome institutions take several days to process refundsMs [redacted] contacted Consumer Cellular on the 11th and said that she doesn’t have this card any longer but her bank assured her the refund would processIt’s possible this has contributed to the delay, but that is something Consumer Cellular can’t addressIf she still has not received the refund, please contact the bank to see if they have a record of itSincerely, JESSICA H [redacted]