Consumer Cellular

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. There is only one phone that I am able to take back and provide a credit for. The other phone is over a year old. I have already provided $74.60 in credits. There are no further credits that I am able to apply. There are no further credit that I can apply.

Revdex.com Complaint ID [redacted]Vonda [redacted] (Customer # [redacted])Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Ms.[redacted] called customer service on 4/27/17 and asked to have her granddaughter’s phone numberchanged. Prior to changing the number,...

the agent advised that the new number would be a randomnumber in the provided Zip code and once the phone number was changed the original number couldnot be retrieved. The agent verified that Ms. [redacted] wanted the new number based on the Zip code76491, then processed the request. The system assigned [redacted] as the new number. After thenumber was changed, Ms. [redacted] said she did not want anything except a [redacted] phone number.The agent correctly advised Ms. [redacted] that the new number is local to her area and we could changethe number again but could not guarantee the prefix would be the [redacted] she requests. Ms. [redacted] wasunsatisfied and was transferred to a supervisor who processed a second number change. The secondnumber change generated [redacted].The phone number currently active for Ms. [redacted]’s granddaughter is [redacted]. We are not ableto retrieve the original phone number that Ms. [redacted] requested to have changed. At this time, wedo not have any [redacted] phone numbers available. Throughout the phone calls Ms. [redacted] insistedthat the phone number we assigned her was for the “Northern States”, however it is a Texas phonenumber in the Woodson rate center. This phone number is local to the customer’s home area and is alocal call from her home phone number. If we could retrieve the original number or create a new [redacted] phone number for the customer we certainly would have done so.Unfortunately at this time, we have no further action we can take to obtain a [redacted] phone number.We apologize that Ms. [redacted] is unsatisfied with the service she has received, however, the agentsshe spoke with provided the correct information and expectations prior to changing the phone number.Sincerely,JESSICA H[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

I am rejecting this response because:
Complaint: [redacted]I am rejecting this response because: attached is return mail scanned from December to January. I moved from the old address in Chicago IL on February 20 this year. I have the receipt from moving company.
The attached is the only postal mail I received from company. Company has no right to suspend a service which it can't service and still try to collect money. I didn't have a contract with CC. There are no contracts but Company thinks it can just do as it wants because this is America? This is the United States of America. For anyone to hold hostage any property of another is illegal and I have a right to fight off anything or anyone that impedes my liberty. Is CC broiled with a bunch of "just got off the boat" immigrants that don't understand this? This is called "free speech" in case CC needs instruction and not a racial remark. I am an immigrant but I understand fully the American culture. I'm an American Citizen and I am old enough to have gone around the block many times to know what this company is doing.
One would think that after having no service and my sending their invoices back to their offices Company would get the hint and just cut me off. And then it thinks it can compel me to give it money for no service when my phone was cut off, locked and unable to dial out.
CC says 26 times to contact me. Not true. I would have sent everything back. I keep records and have a journal of just about everything in my life. And how can CC make phone calls to me when my cell phone was locked out. CC can't prove that its agents responded to every message I left on its website, unless of course it can show us the responses to all my messages. I may have copies of some (print screen), but I don't have the time to search for them in my files. My files explorer is very large.
I no longer have yahoo as an email provider. I called Yahoo agents about the hacks in the emails. Yahoo wanted to charge me $300 to cleanup the mail box and my computer. I didn't buy that either. 
 
Sincerely,[redacted]

September 18, 2017 Revdex.com [redacted] Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. During the billing period for 8/10/2017 – 9/9/2017, Mr. [redacted] used 3.45GB of data between two phones....

We upgraded him to the 5GB plan so that he wouldn’t have to pay overages. The next plan down onlky allows for 3GB. Had Mr. [redacted] been on the 3GB plan he would have been billed for 0.45GB of data. There are 1,024MB in one GB. Each MB of overage costs $0.25 per MB. 0.45GB = 460.8MB. If we had charged for the 460.8MB at $0.25 per MB, he would have had overages of $115.20. By moving him up a plan level he saved $105.45 in additional cost. If Mr. [redacted] would like to move his plan back down, not that the bill cycle has started over, he is welcome to do so. Sincerely, TINA G[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected] www.ConsumerCellular.co...⇄

Complaint: [redacted]
I am rejecting this response because:
My father did not have any money, does not have an estate, and from the response of Consumer Cellular, I understand, Consumer Cellular is going to continue to send bills, and ultimately result to a collection agency, for $33.00.  My father had no money when he died, and Social Security reversed his deposit from his bank account, which in turn resulted in a negative balance.  I filed this complaint because I do not want mail coming to my home, my father had been on hospice since October, and if you actually looked at his account, you can clearly see, there was a small amount of usage.  The day of his death was one call, not the day this account was cancelled, as stated in your response letter.  While you indicate I am not responsible, please clarify why you would send bills to a dead person, with no money, to his daughter.  Obviously to obtain your so-needed $33.  Sending invoices that you now have been aware are not going to be paid from an estate, is now harassment, unethical and disgusting.  Each time I receive a piece of mail at my home is a reminder of my father's death.  If I need to seek counsel I will, especially for the medical attention I may need from this.  Consumer Cellular treating the public like this is horrible, no wonder they have hundreds of terrible reviews, your response was completely wrong on so many levels.  Look at his phone records.  He maybe made 3-4 short (less than 5 minutes) since the end of September.  He died 11/27/17.  I called 11/28/17 to cancel his phone.  The most recent bill has a late fee! Your company is pathetic.
Sincerely,[redacted]

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Ms.[redacted] receives a 5% discount of the plan cost. Her plan currently costs $70.00 per month. We provided adiscount of $3.50 which is 5%. The discount is correct....

The original amount and the discount are shownon page one of every invoice. Here is what this looks like.
The increase to Ms. [redacted] invoicing is the increase in her plan limits. She had been on a lower data andtext plan. The system had upgraded her plan from 500MB to 1.5GB as she had exceeded the smallerplan. This change was made on 7/18/2016. Then someone went in, via the customer’s online account on8/26/2016, and increased the plan again. Each plan increase is in $10.00 increments so these twochanges increase her monthly bill by $20.00. Ms. [redacted] is welcome to change her plan back down if sheno longer wants and needs the higher plan.It does cost $10.00 for every additional line. Additional lines are not free and we don’t have a familyplan where additional lines would be free. What we do have is free calls between any phone numberson the account.
Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

January 19, 2018 Revdex.com 12617706 Sarah Thornhill 102931499 Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. It is Consumer Cellular’s policy that if a household has an account that has defaulted, there can’t be...

any other active accounts until the balance is settled. Due to the details of Ms. [redacted] situation, we can allow her to have the service reinstated but will need to speak with her first. We attempted to contact Ms. Thornill on 1/18/2017 but we were not able to reach her. If she would like her service reinstated she may email me at [email protected] and we will reach out to ther.

Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I appreciate the additional information. I dug further into the account and it appears that Ms. [redacted] made a change with her iPhone. When the agent was making that change she also made a change on the line with the Motorola, I can only assume by mistake. The phone did have SquareTrade prior to that. Based on that information I will be replacing the phone free of charge. The replacement phone will arrive in 3-5 business days.

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]

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Icontacted Ms. [redacted] today regarding her Revdex.com complaint. I’m sorry that Ms. [redacted] had thisexperience with us. I am researching to find out why the payment...

for the iPhone unlock was returnedafter the customer had been told initially that we would unlock the phone. As a courtesy I have unlockedthe phone without getting the standard fee. The customer just needs to connect the phone to iTunes tocomplete the process.I was concerned because I saw that the customer was filing a credit dispute. The charge that was takenwas voided but it can sometimes take a little time to process back to the card. If the customer files adispute we are required to refund the money whether the charges or valid or not. If we’ve alreadyrefunded the transaction, and then have to also refund the dispute, this would give the customer twocredits. The amount would go back to the account as being owed and late fees would also be assessed. Iexplained this to Ms. [redacted] and she will contact her card to stop the dispute and will wait for thevoided charge to be returned to her card.Again, I apologize that Ms. [redacted]’s account was mishandled and that the proper expectations werenot set. I hope that my call to her this morning has cleared everything up.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F 503.675.8989

Dear Ms. [redacted]:
 
This letter is in response to a complaint filed by [redacted] received by Verizon Wireless on July 1, 2016. In her complaint, Ms. [redacted] reports issues with being billed for an unwanted call from Verizon Wireless number 845-548-1579.  Ms. [redacted] contends her...

service provider (Consumer Cellular) billed her $5.00 for 17 minutes of overages.  Ms. [redacted] claims Consumer Cellular refuses to adjust the overages.  In return, Ms. [redacted] is requesting Verizon to reimburse her for $5.00.
In an effort to investigate Ms. [redacted]'s concerns, I searched Verizon's database.  The number in question is associated with a Verizon subscriber’s consumer account(personal account).  As a result, this matter should be address by the Ms. [redacted]’s service provider.  Please redirect this complaint to Consumer Cellular for handling. 
Verizon Wireless apologizes for any inconvenience this matter may have caused. If there are any questions regarding this matter, you may contact me directly at 800-435-6622 ext. 2143761 Monday through Friday between 8:00 a.m. – 5:00 p.m. Eastern Standard Time.
Sincerely,
 
Ezekiel F.
Executive Relations

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We do require that the customer wait for 6 months from date of purchase before we unlock the iPhone. If the customer wants it unlocked prior to this there is a cost of...

$120.00. We are a no contract service. A customer may cancel service at any time without a penalty. The unlocking of the phone is separate of this and is outlined in our end user agreement. If Mr. or Mrs. [redacted] would like to get their phone unlocked they may pay the $120.00 fee and we will do that or they can wait until 5/18/2017 and we can unlock the phone for free. Sincerely, TINA G[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected] www.ConsumerCellular.co...⇄

March 15, 2016 Revdex.com [redacted] Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We contacted Ms. [redacted] regarding her concerns. She stated that she was trying to pay her bill by phone but had...

already mailed it instead. We set a payment arrangement to prevent suspension and collection efforts, and to give the payment time to reach us. If a customer chooses options within our phone system that put them into the sales queue, there is the chance that they will reach an agent that is no trained to do more than new sales and these agents would have to transfer the call to the correct department. Sincerely, TINA G[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Wewould be happy to replace Ms. [redacted] phone under warranty as long as it is in like-new condition. Noscratches, scuffs, digs, cracks, liquid exposure.As a courtesy I...

have waived the most recent invoice however, there is a past due amount of $26.11 stilldue on the account. Once that amount has been paid, we can process the warranty.Sincerely,TINA G[redacted]

Dear Revdex.com,
Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I’m sorry that Mr. [redacted] is experiencing issues with the voicemail and with our service. It appears that when the activation went through of the new phone, or around that time, the voicemail...

was also reset. I apologize that this reset has caused the customer frustration. Unfortunately we don’t have a way to set up the voicemail remotely. This must be done from the phone in question.
If Mr. [redacted] calls to the voicemail, as if he was going to check messages, the setup should walk him through getting it back up and running. Mr. [redacted] may also call us from a phone other than the cell phone, but have the cell phone available, and we can walk him through the setup.
Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected] www.ConsumerCellular.com
 
 
 
[redacted]attachment redacted by Revdex.com[redacted]

Complaint: [redacted]
I am rejecting this response because:they said my service was cancelled and it meant I have no acess to all apps and email.this is the biggest lie I ever got from them.how come I still receive emails and every app I have works including the itunes store,the only app that does not work is the apple app store.they are blocking me from this because I want to download google voice app for their service. 
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:   I cannot open up the pdf sent to me from consumer cellular, Ii have no idea what the response is that the company sent me therefore, Ii cannot realistically comment on the business response, the business needs to mail me their response or just simply send a email do not sent a pdf please, therefore, Ii must reject the business response, what did the business say to me I dont know?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. I thank you for your help in this situation. It still floors me why Consumer Cellular made us go to these actions to have a faulty phone replaced. I sure hope this is the end to the problems we have had with them.Sincerely, [redacted]

March 21, 2018 Revdex.com [redacted] Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We would like to work directly with the customer to address her concerns and try to resolve her...

service issues. We have been trying to contact her but have not been successful. It sounds like maybe someone is picking up and then hanging up and we are unable to leave a message. If 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 again. 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. I apologize that the customer received a phone number in the incorrect area code and an incorrect color of phone however we did not complete this sale with the customer. The customer signed up...

online so the choices that they made online were what were sent.
We spoke with the customer on 6/7/2016 and address the phone number issue for them. We could have also addressed the color issue but that was not brought to our attention and that was the only call we received from the customer.
Starting 7/21/2016 we began sending potential service disruption notices to the customer due to non-payment. When we received no response from the customer we cancelled their service on 8/4/2016. We continued to try to contact the customer through invoicing, calls, letters and emails. The following is a list of all dates we attempted to reach the customer before their account was sent to collections. 31 different dates.
7-12, 7-27, 8-1, 8-2, 8-3, 8-4, 8-5, 8-6, 8-12, 8-18, 8-27, 8-28, 8-30, 9-3, 9-5, 9-6, 9-7, 9-8, 9-9, 9-14, 9-19, 9-27, 9-30, 10-3, 10-4, 10-5, 10-8, 10-10, 10-11, 10-14, 10-16, and the account was sent to collections on 10-25.
The customer never contacted us to cancel their service. We are not a pre-paid service. We bill month to month. We would have no way to know that the customer no longer needed the phone unless they returned it to us or they called us. We have many customers who have a phone only for emergency. No usage, or limited usage, would not raise any red flags. The way that we invoice and bill, as well as the customer’s responsibility to cancel the account should they no longer need it, is all covered in our end user agreement.
We gave the customer ample opportunity to contact us and address this situation. At this time the account resides with a collection agency and it does appear that they have made a payment with them but the customer will need to contact the collection agency to verify the status of the account.
Sincerely,TINA G[redacted]TCORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected] www.ConsumerCellular.com