Consumer Cellular

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. This is the second complaint from Ms. [redacted] regarding the same issue. Please see ticket [redacted]. Per my previous responses, I had already given Ms. [redacted] credit of $15.00 plus tax. This was stated in my reply on 4/18/2016. Ms. [redacted]’s service costs $0.57 per day per line. The $15.00 credit would have covered 26 days of service. In regards to the warranty replacement, I have already stated that we will do this if she chooses however we have yet to be taken up on this offer. Ms. [redacted] is welcome to write to Greg if she so chooses. He is familiar with her account.
Sincerely,
TINA G[redacted]
CORPORATE EXECUTIVE RESOLUTION SPECIALIST

February 24, 2016 Revdex.com [redacted] Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. It appears that Ms. [redacted] spoke with one of our agents earlier today. We have already sent a replacement...

phone to the customer. Once she has received it, she will need to return the other phone back to us. If the only issue is that the SIM card is stuck, the phone should be accepted back. If there is additional damage, then the warranty may be denied. Sincerely, TINA G[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST

Complaint: [redacted]I am rejecting this response because: THE YEAR WARRANTY WAS NOT UP WHEN BOTH PHONES REQUIRED A REPLACEMENT ON 3/31/2016.
We request a refund with a subsequent cancellation of services with Consumer Cellular due to faulty products.
"Ms. [redacted] purchased the phones a year ago ( 4/4/15 & 5/11/15 )  (the year warranty is up on one line and the other line iscoming close). "  THE YEAR WARRANTY WAS NOT UP WHEN BOTH PHONES REQUIRED A REPLACEMENT ON 3/31/2016. " At  this time they are eligible for us to do a warranty replacement but not eligible for a refund. We sent out two replacement phones on 3/31/2016 and again on 4/18/2016 when they malfunctioned again."Sincerely,[redacted]

May 15, 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 sincerely sorry to hear of Ms. [redacted] passing. We understand that this is a difficult time for her family. We...

cancelled Ms. [redacted] account as requested by [redacted] on 5/3/2016. Consumer Cellular bills in arrears for monthly service, and there is always a final bill when an account is cancelled. The final balance on the account is $15.95 which is for the service that was active through the cancellation date. If Mr. [redacted] is willing to provide a copy of his mother’s death certificate, we will waive any unpaid charges for service after the date Ms. [redacted] passed away. Please mail, fax or email a copy to my attention. Once that is received, eligible credits can be applied and we will contact Mr. [redacted] with confirmation. ? Mail: 7204 SW Durham Rd, Portland OR 97224 ? Fax: 503-675-8989 ? Email: [email protected] Sincerely, [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected] www.ConsumerCellular.com

Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We will gladly refund the full amount that was charged to the card. However, to do so, we will require the following documentation. · Police Report: our policy requires receipt of police...

report before we can clear fraudulent charges, especially for $1,300 in equipment. · Verification of credit card: we require documentation from her bank that the credit card used belongs to her. · Driver’s license: we require proof of her current address. Once the documentation is received and verified, we will proceed with the refund. The credit card used will be refunded for as many payments as we are allowed (120 days). The remaining balance will be mailed in the form of a check. The total amount of the refund will be: $1,451.56. We do not encourage Ms. [redacted] to submit a chargeback on her credit card as this will result in bank fees. It is important to note that the fraud did not take recently, but rather on 7/28/2016 when the account was created. We encourage Ms. [redacted] to: · Review her bank records as far back as July 2016. · Cancel her credit card to prevent any future fraud. · Contact the credit bureau (like Equifax)to place an extended fraud alert on her credit file In regard to not disclosing additional information such as the name of the person who created the account or their personal information, there are legal regulations that prohibit us from doing so without a subpoena. Ms. [redacted] may fax the required documentation to us at 503-675-8989 or may mail it to the address below. Please include a copy of this letter with the other required information. Consumer Cellular ATTN: Billing 12447 SW 69th Avenue Portland, OR 97223

Complaint: [redacted]I am rejecting this response because:Consumer Cellular is evading responsibility for the damages they caused.     They admit that it was there error that caused the denial of service on both of my cell phones.   They cannot deny that fact..   They also told me I had to take my iphone6 to a repair shop because at that point they denied there was a problem with their service.  They claimed to be connected to the phone on which I had no service.   THAT WAS A FALSE STATEMENT.   In fact, they were monitoring a connection to a different phone because of their errors.    Because of their error, damage was done to the phone trying to "fix" a problem that did not exist FOLLOWING THEIR INSTRUCTIONS.  
I DID NOTHING TO MY PHONE TO CAUSE IT TO STOP WORKING..    CONSUMER CELLULAR DID THAT. 
THEY ARE RESPONSIBLE.Sincerely,[redacted]'

Complaint: [redacted]
I am rejecting this response because: My phone was reported not working before anything was wrong with the sim tray and they know that. The only reason the sim tray got a little bent was because one of the many times I called about  my phone not working they sent me a new sim card and told me it might be the sim cards not working correctly so they told me to try the new one they were sending in the mail and I could not get that to open for nothing using a paperclip like they told me to do to remove it. It took me a while to even get that sim tray out and it bent a little. That has nothing to do with my phone not working correctly as I called in lots of times before this trying to get them to obey their warranty. but they would not just kept saying we did everything we could do to try and fix it its out of our hands. They would say they were a corporate supv. , make any excuse they could to try and extend it til my warranty expires and then this last lady said if there is one little scratch of any kind they would not honor your warranty. How can someone use their phone for 9 months and not have one thin scratch on it. Its impossible and thats why they make that rule. They need to deal with customers complains in a more timely appropriate manor and not use excuses that someones phone has a scratch so therefore their warranty is void? My phone stopped working properly long before that sim card they made me replace got a little dented. They did everything possible to avoid honoring that warranty. 
Sincerely,
[redacted]

see attached
December 4, 2015  Revdex.com [redacted] Dear Revdex.com, We sent the customer a prepaid mailing label when order number [redacted] was setup for a warranty replacement. Another phone was sent out free of charge with the understanding that the...

customer would return the defective phone to us. The tracking number on the prepaid postage label we provided for her is [redacted]. If you verify this tracking label with the USPS, the label was never used. Since this label was never used, we have no way of knowing where the customer sent the phone to. When we didn’t receive the phone back, she was billed for the remaining cost of that phone. Our only option for the customer is to reverse the $475.00 and put it back onto the account as still being owed. We can then setup that amount so that the customer may make installment payment of $25.00 per month until it is paid back off. If the customer would like to do this, she just needs to let me know and I would be happy to make that happen. 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 [redacted]  [redacted]

Complaint: [redacted]
I am rejecting this response because: this company is crooked. They target the elderly with commercials and I can't imagine how much they are ripping off people. My service didn't work for 2 months. I called several times to fix the problem. The only problem was my phone wasn't compatible. They need a list of phones that won't work instead of guessing. Keep my $51.00 and I have to wonder how many other refunds they've denied. Yelp has so many of this same complaint. Consumer Cellular is a crooked company. Their agents are dishonest from customer service straight up to management. Run from this company!!
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 our service is not
working for Mr. [redacted]. The account is still active. I do see that we’ve
received emails, which have not been processed yet, requesting cancellation...

of
the account. I will process those emails now. Please note that I will cancel
the account effective immediately but if the customer wants to transfer their
number to another provider, they will have to reactivate it to do so.  We have not received any communication from the customer,
until now, that service has been an issue. If the customer wishes to reactivate
service so that their numbers can be transferred to another provider, they may
contact us at 1-800-686-4460. Currently there isn’t a request in the system
from any other provider. In regards to phone locks, the customer did contact us on
8/2/2017 and spoke to two agents. Both agents advised that we do not have the
unlock codes for their phones because the phones were not purchased through
Consumer Cellular. They are using phones that they purchased somewhere else.
The customer needs to contact the cellular company that they were purchased
through to get unlock codes, if available. Sincerely, TINA G[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989

Complaint: [redacted]I am rejecting this response because:  The phone service was canceled within the trial period.
 
Furthermore, when my account was activated at Target, I was NOT advised there of the units.  Furthermore, they put me on text message which I told the salesman that I did not want.  As said previously, when I called for information about the cell phone via their 800# and when I signed up at Target I was not advised about the UNIT issue.
 
I do not owe the company any money.  I was NOT advised about the UNIT and I did cancel out within the trial period and they should change their recorded message on the 800# because it does not say, within the prescribed units or whatever the heck it is.
 
 
 
Sincerely,[redacted]

August 25, 2015 Revdex.com [redacted] Dear Revdex.com, We did receive Ms. [redacted] iPhone back which had a lock on it. She did remove the lock and we were able to process her return. The customer paid $77.00 for the initial down payment, $350.00 for the remaining easy pay balance, and two easy...

pay payments for $50.00. The customer received a refund of $183.00 to their credit card and $294.00 onto their account for a total of $477.00 being refunded. There were two invoices owed on the account for a total of $129.60. The $294.00 credit that went to the account covered those charges. There is a remaining credit of $164.40 which the customer will also receive back. Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Sincerely, TINA G.CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [redacted]@ConsumerCellular.com www.ConsumerCellular.com

Dear Revdex.com,
Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We alsotake pictures of the IMEI for the phone that we are inspecting, just for situations like this. I will includethat picture as well as the customer’s invoice from shipping the order, below. Ms. [redacted] picturesare unfortunately too blurry and dark to show the scratches present.
The phone that we did receive, the Doro 626, we did provide a credit for that phone already. Thecustomer was sent two phones during the time she was with us. When she ordered the second phonewe gave credit for the first to go towards the second in good faith that the original would come back inlike-new condition. When it didn’t, she was charged the cost of the good faith credit in the amount of$43.34. She had paid an additional cost of $10.16 at the time of this exchange. When we received thereplacement phone back, the $10.16 went back to the card and the $43.34 was place on the account tozero out the balance. In the end, she received all funds for the second phone back and has only paid forthe original, which she has in her possession.
As far as invoicing goes, since my first response, accounting has zeroed out Ms. [redacted] account sothat she is at a zero balance.
Sincerely, 
TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F 503.675.8989Corporate.Resolution@ConsumerCellular....⇄

June 17, 2015 Revdex.com [redacted] Dear Revdex.com, We do not have a magazine and therefore are not sending that type of email to Mr. [redacted]. If there are other emails which have the Consumer Cellular name on it, I would like to see a copy of these. Mr. [redacted] states that the emails don’t have a name on them. If they are from our company they would clearly say Consumer Cellular. If I can verify the emails being received, I can work to have these stopped. This is not typical for us to email promotions to a customer after they have cancelled however I am no discounting this until I see the emails. I received an email from Mr. [redacted] yesterday, to which I replied, in regards to the return envelope. We emailed the prepaid label to his email address. It appears that he may not have received it so we have now mailed out a label via the regular postal service. It can take up to 10 days to arrive. Technically the phone is too old to return for refund. Our risk free guarantee states that if the phone is less than 45 days old, we will refund, if in like-new condition. The phone is well past that however we are extending the refund to Mr. [redacted] regardless of this policy, as long as we receive the correct phone back and it is in like-new condition. The one year that he speaks of is the manufacturer’s warranty and covers replacement for defect, not refund. Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Sincerely, TINA G[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T [redacted] Tina.G[redacted]@ConsumerCellular.com www.ConsumerCellular.com

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Itappears this has already been resolved with the customer. We received notice on 12/28/2016 that thecustomer removed the credit dispute and when that happened...

we cleared the balance and the $25.00late fee that had been assessed.The customer is currently at a zero balance.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALIST

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 would like a square trade replacement phone. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:
What they say is incorrect and I have bank statements to prove it. I did no respond because I never got that e mail even checked spam. thank you I will go ahead and contact mo attorney general for help. They are incorrect Thank you a [redacted]Sincerely,[redacted]

January 26, 2018 Revdex.com [redacted] Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. The address on the account was updated when we received notification from the U.S. Postal Service that Ms. [redacted] address had changed within their system. Once this account has moved to collections, Consumer Cellular will no longer send invoices. If Ms. Fitzpatrick would like us to move it to our collection agency now, we can do that. She may email to [email protected] and I can have that done.

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Consumer Cellular offers service on either the AT&T network or T-Mobile, depending on the best network coverage in the customer’s home area. In either case, this is not...

“secondary service,” but the same coverage and network that an AT&T or T-Mobile customer would receive. Cellular service can be affected by a number of factors and no provider can guarantee service at all times and in all areas. I did locate a Consumer Cellular account with the mobile number provided in this complaint, however I don’t see that anyone has contacted for troubleshooting any service or signal issues. We would appreciate if they contact us so we can troubleshoot and address any problems. Sincerely, JESSICA H[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected] www.ConsumerCellular.co...⇄