Consumer Cellular

Complaint: [redacted]I am rejecting this response because: I ordered the phones on June 28 and didn't receive them until July 2, 2016. I did call about my hotspot to be turned on but they didn't help me with the problems I was having with having it work I figured that out myself.  When you had me go somewhere to troubleshot the phone had nothing to do with the hotspot I hardly ever used the hot spot but it rack up the gigabyts  and so didn't the data without the hotspot. and I never went over the 4G I had.They even one fee on one bill for $1.61 and then on another bill $5.16 each.  Also on one bill charged $50.00 charge instead of $47.50 [redacted] discount.  The phone got hot before I called on 09/06/2016 and it did not have anything to do with hotspot cause I was not using it.  I told them I needed a new phone and they would not replace it and I also had insurance on the phone. I went to a new company on 09/13/1920 because I needed a cell phone that worked correctly and a more relieable company. It took over seven hours for Consumer Cellular to turn over my phone number.  Now you want me to do more troubleshooting for the phone there no way I would hookup with you people again You should have taken care of me right the first time and believed me when I said my phone was not working correctlySincerely,[redacted]

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I’vereviewed all of the emails we have associated with this account and do not see a request to cancel. Thelast email we received from Mr. [redacted] was 5/22/16 in which he asked what his account...

number is andwe replied the same day. We have not received any calls or emails from the customer since. On 8/1/16we received notice of two credit card charge backs for payments made in June and July. The date of lastoutgoing usage was 5/31/2016. The line of service continued to receive texts and calls until 7/28/16,then the service was interrupted due to the past due balance on 8/1. The below payments werereversed and $25 late fees were added for each.$88.05 Chargeback - payment made 6/2/2016 on card ending in #[redacted]. This payment was for serviceprovided from 4/12/16 through 5/11/16.$48.27 Chargeback - payment made 7/3/2016 on card ending in #[redacted]. This payment was for serviceprovided from 5/12/16 through 6/11/16.As you can see based on the service dates above, Consumer Cellular bills in arrears for monthly serviceand usage. Both of the above payments are valid for service that was active and used well before theservice was suspended. If the customer drops the disputes with their card issuer and the funds arereturned to us, the $25 late fees will be waived. This process can take upwards of 30 days, depending onthe bank. The payments must be returned through this process and not made as separate transactions.Because there wasn’t a request to cancel service and the usage continued until the account wassuspended, the remaining balances are valid. However, we are willing, as a courtesy, to waive theservice charges on the last two invoices (service that was active from 6/12/16-7/11/16 and 7/12/16-8/1/16) if the reversed payments are returned to us per the above. Otherwise, the account will continuethrough the collections process. If the customer would like further assistance with the billing, pleasecontact us at 888.549.4789.Sincerely,JESSICA H[redacted]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I’m sorry to hear that our customer had a bad experience with our service. I can certainly remove the AppleCare from charging the customer however if I do that the AppleCare...

will cancel and the phone will no longer be covered. If that is what they wish to do they may reply through this Revdex.com filing or may email me at [email protected] I will need a response soon if the customer is wanting to prevent the AppleCare from billing. Sincerely, TINA G[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected] www.ConsumerCellular.co...⇄

Ms. [redacted] freely provided her own information to take over the account and keep the line of serviceactive on 4/9/16. The service was used through the cancellation date on the line ending [redacted] and theinvoices are valid.
We made several attempts to contact the account holder by phone and mail collect the balance duebetween April and August. Because we did not receive a response to our previous offer through the Revdex.comcomplaint, the account was sent to an outside collections agency. Please contact Professional CreditService (PCS) at 800-972-1635 for information about the current balance due or payment arrangements.
Thank you for contacting us regarding this complaint and allowing the opportunity to respond.
Sincerely,
JESSICA H[redacted]

Complaint: [redacted]
I am rejecting this response because:  I am rejecting this response because: I understand that I am responsible for providing the information CC requested, which I told your customer service representative on 10/26, that I would provide it.  I did verify with the bank the check number, date, and that the transaction was made electronically by CC. He also called the customer service number with me on hold, after more than 20 minutes, the representative said he does not have unlimited time to sit on hold with CC.  Having a bank representative call CC is the only way to provide proof of payment?  Since CC suspended my phone service over a $57.86 dispute, I went on-line and paid the amount CC says is due. The bank is willing to fax Proof of Payment on October 30.  I will continue to respond until this issue is resolved and the appropriate adjustment is made to my account.
Sincerely,
[redacted]

Dear Revdex.com,
Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Consumer Cellular bills in arrears, we are not a prepaid service. When an account is cancelled, there is always a final invoice for service that was active prior to that date plus any unpaid...

balance. If a customer’s account is cancelled or suspended for any reason, they are not billed for that time.
This account was suspended because the customer made partial payments towards their invoices and did not pay multiple invoices by the due date. For several months partial payments were made and balances were rolling from month to month. After suspension, the account was never reinstated and was cancelled on 1/10/17.
Please see the second attachment for a full accounting of invoices and payments made on this account. At this time, a balance of $25.85 is due for the service that was active from 11/22/16 through the suspension date of 12/18/16. Please contact Consumer Cellular to make payment arrangements or a payment can be made over the phone or by mail.
Sincerely,JESSICA H[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected]

Complaint: [redacted]I am rejecting this response because:  Number One Nothing said about "trying" to change my monthly plan and still being billed for two months after I changed my plan from $20.00 a month to $10.00 a month. Nothing said about being told that the Government won't allow them to unlock my phone. I believe this will be reported by me to the Attorney General. I received the info. they spoke about almost three weeks after I had my phone. I have all the documents they sent me. Nothing said about how nasty these people can get when you attempt to speak about the issue. I believe the correct word would be "snooty." What kind of Reps. are they employing?? Also, nothing said about the AT&T gentleman speaking with them only 2 weeks after I got my phone. I can supply his name, phone number, etc. to verify it was only 2 weeks when I tried to change my service provider. Perhaps it may be best if I do contact the Attorney General and also AARP who advocates this company and explain the problems I had with them. Thank you for trying but I don't want to see any more elderly people have the issues I have.  [redacted]
Sincerely,[redacted]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Mr. [redacted] account has been cancelled since 3/5/2016. The amount that was owed on the account was for 2/25/2016 – 3/5/2016./ During this time there was two lines of service and there was usage....

The invoice was for $13.35. All but $5.00 of the invoice was paid. Due to non-payment, two late fees also accrued. As a courtesy I have cleared the full balance on the account and Mr. [redacted] owes us nothing further. Sincerely, TINA G[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected] www.ConsumerCellular.com

Complaint: [redacted]
I am rejecting this response because:
They are clearly trying their best to give me a hard time,as a customer for many years you would think they would want to keep me but its apparent they do not need the business. They told me any kind of very thin scratch on the phone and they will reject it and send it back to you while charging you for that. That sim card hold would not open I talked to a lady from there on the phone about getting that open and she said use a paper clip and it would not release for nothing as these were not new phones I bought from consumer cellular they were used we bought from them for 50.00 each. I would bring up if I could take pictures of my phone all around and you could examine that and see if that would be refused or accepted in your terms consumer cellular? that way all around everyone would loose out on so much money for shipping? I know for regular customers it would be expensive I know companies get discounts. and again I would not have even had to try and get that sim door to open if my phone was not working correctly and you sent me another one to make me try that out which didnt help at all anyway. and why would you be so strict with a long time customer on a phone you have been sending stuff for me to replace and try when your not gong to resell the phone anyway as what you told me that you don't resell phones for money .?  What does that hurt and whom? Your not going to resell it ? I just need a phone to work its very important for a disables person to have a working phone all the time thanks for listening 
Sincerely,
[redacted]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I’m sorry that Mr. [redacted] doesn’t find the credit we provided sufficient. We had also offered to send the phone ourselves but Mr. [redacted] had done it instead. We will not be providing further credits.

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.
I am truly happy with the outcome. That Consumer Cellular has quit harassing me & sending me a bill that I did not owe & never used their service. But they kept my cellphone number, because I didn't use their account. thank you for all your time and effort.
 
Sincerely,

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Consumer Cellular does look at the association some customer have with each other, especially if they live together. If an account has been sent to collections we will shut down the...

other associated accounts. [redacted] is listed as an authorized user on the account for [redacted] and therefore can receive all information from the account. Even if [redacted] was not listed as an authorized user, we are able to release total balance owed.

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]

Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I listenedto the call where Mr. [redacted] account was setup the. At about 15 minutes into the call the agent wasasked about how the number transfer process works. She stated clearly that if the customer...

doesn’t callus and tell to postpone the transfer, that the system will start the transfer in 7 days. There was nomention of needing to wait for the transfer from Mr. [redacted]. We also sent an email to the customer toremind him that he was 48 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 800.686.4460 F 503.675.8989Corporate.Resolution@ConsumerCellular.comwww.ConsumerCellular.com

see attached
January 13, 2016 Revdex.com [redacted] RE: [redacted] Dear Revdex.com, We did send the customer a new SIM card and there was an issue in getting it active. We have already reached out to our tech department to get this resolved and are working to do...

so as soon as possible with the new SIM however based on the customer’s usage, the phone has been working. That line used 239 voice minutes, 1,221 text messages and 1,312.89MB of data. As a courtesy I have waived the line charge for this phone for a month. There is now a credit on the account for $11.03. We are working to resolve the other issues with the customer as soon as possible. Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Sincerely, TINA G[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We have already received the phone in question back and have already refunded for the phone. A $27.15 credit was issued to the customer’s card ending in [redacted] on 2/17/2016. Ms....

[redacted] account is currently active and there is usage on the phone that she has. If she is in need of buying a new phone, she will need to contact us at 1-800-686-4460 to place an order.

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. This account has been suspended since 9/17/2017 due to non-payment. A total of $142.50 is currently owed. Once the customer brings the account current we can reinstate the account...

and release the phone number to another provider. In regards to unlocking the iPhones, we will be able to do that once the account is paid off. Sincerely, TINA G[redacted]

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Mr. [redacted]had a payment which was due on 12/22/2016. When we did not receive the payment by that date aletter was sent advising of the late payment. We received payment on 12/31/2016.The next...

payment was due on 1/22/2017 and was not received by that date, so again we sentcommunications to Mr. [redacted] to advise him of this. I do see where he attempted a payment on1/24/2017 however there was a communications error and from what I see, we did not receive anyfunds. This amount is still showing as owed.If Mr. [redacted] believes this to be in error we will need to see his credit card statement where it shows thatthose funds were removed from his account and we can research this further. For now, he still owes thebalance of $24.67 and there will still be another invoice to generate for the last portion of his service.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F 503.675.8989Corporate.Resolution@ConsumerCellular.comwww.ConsumerCellular.com

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]
I am accepting Consumer Cellulars response and have attached proof someone was messing with my account and what they had on it for minutes, etc isn't even one of their plans available. We were told it was a prepaid plan and would be $40 a month total so they are incorrect about it and about how much time, data , etc they claimed I used.  I was to have email available and never did have that, my husbands phone had no service for who knows how long.  I will be keeping the screenshots of what was messed with in my account.  I checked and it has disappeared and shows zero balance.  Thanks so much for your help Revdex.com. I will forward everything to AARP since I told them what was going on as well.    [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. We havereached out to Mr. [redacted] to continue troubleshooting the issues he is experiencing. At this point, webelieve the issues are...

related to the home phone base itself, so we have sent him a replacement.One of our specialists is continuing to monitor the account and will be in touch with Mr. [redacted] whenthe replacement equipment is delivered so we can ensure it is working properly. This team worksdirectly with my department so I can ensure a resolution is reached. I would like to apologize for thefrustration Mr. [redacted] has experienced; we value his feedback and appreciate that he brought this toour attention. I have applied a courtesy credit of $21.84 towards his account to waive the currentbalance that would have been due 12/22/16.Sincerely,JESSICA H[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]