Consumer Cellular

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Consumer Cellular automatically upgrades customers to prevent the customer from receiving overage charges. When Mr. [redacted] spoke with Doug this was explained to the...

customer. Mr. [redacted] used a total of 3,109MB of data. He had been on the 1.5GB (1,536MB) plan. Had we not auto upgraded his plan he would have paid $0.25 per MB in overage. There was 1,573MB in overage at $0.25 per MB would have been $393.25 in overage. Moving him up to the highest plan saved him $373.25MB. The customer was correctly moved up in plans to save him money. It is important for the customer to note that when looking at usage it is represented in GB. If a customer is on the 3GB plan and account shows that a customer has used 3.04GB, as an example. That transfers to being 3,112.96 MB when the plan allows for 3072MB. There is 1,024MB in every GB.

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I was in contact with Mr. [redacted], yesterday, by email. The unlock code is [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. Ms. [redacted]’s request for the unlock code was escalated to retrieve the unlock code when she called in to cancel the account on...

2/11/16. Once we received the unlock code, it was noted on her account and was available, however it looks like we did not speak to the customer next until June. The unlock code for the Motorola Moto G LTE is [redacted].Our policy for unlocking phones has since changed to six months from date of purchase, however Ms. [redacted] purchased her phone prior to the change so it does not apply to her account. I apologize for the misinformation she received when calling back in June. The unlock code was available on her account and should have been provided.Sincerely,JESSICA H[redacted]CORPORATE 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 allowing the opportunity to respond. Consumer Cellular sells iPhones at a reduced price to our customers. We require that the account stay active for 180 days after the purchase of an iPhone before we will unlock it to...

be used on another service. This is covered in our end user agreement. Mr. [redacted] purchased his iPhone on 2/9/2017. He may have us unlock the phone on 8/5/2017 at no cost, or if he would prefer to have it unlocked before then, he may pay $120.00 to have us do so earlier. If Mr. [redacted] would like to do that, he will need to call us to make a payment to his account and request that the phone be unlocked.

see attachedJune 1, 2017Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us...

regarding this complaint and allowing the opportunity to respond. It is the customer’s responsibility to ensure that invoices are paid on or before the due date or to contact us to make arrangements to pay.On 5/6/2017 Mr. [redacted] contacted us to advise us that he would not be able to pay his invoice on thedue date of 5/6/2017. We made an arrangement for him to pay on 5/19/2017. He did not meet thisobligation. We sent him an email and a text message on 5/20/2017 to advise him of this. On 5/22/2017we attempted to contact him by phone. On 5/23/2017 another email and text were sent. On 5/24/2017another call to him was made. When Mr. [redacted] still failed to resolve this, his account was suspendedon 5/25/2017.At this time there are two invoices owed on the account. $36.87 for the service dates of 3/15/2017 –4/14/2017 which was originally due on 5/6/2017 and $47.90 for the service dates of 4/15/2017 –5/14/2017 which is due on 6/5/2017. All past due amounts must be paid in order for us to reinstate Mr.[redacted]’s account. Currently the past due is $36.87 but on 6/6/2017 the other invoice would also beconsidered past due and the full balance would need to be paid.Sincerely,[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

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 arrears. It is the customer’s responsibility tocall and cancel service. This is covered in our end user...

agreement, which I will include below.[redacted] has three invoices that are owed. For the invoice that was for the service dates of 3/18/2017 –4/17/2017, there was usage. However, 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 $16.62 to clearthe debt on the account.1.2 What 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 termination. If you do cancel, youmust notify us in writing. We may also cancel this Agreement. If we do, we will attempt tonotify you in advance. Even though the account is canceled you are liable for all charges. We billup through the date of termination.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

Complaint: [redacted]I am rejecting this response because:the whole is not accurate nor true as it excludes essential elements and does not take into account the many hours spent on the phone with them, the many days weeks without service  their refusal to take a payment for the service and the autopay as stated by them is not how it was delivered by the agent. Why not let a bill be paid to keep a service on. If one has a dilemma with a bank around a card to be delivered and is waiting on that card then how is one suppose to pay that account without the business offering some other option. They offered no other option, just snatch my service and went... now they have my number being held for a ransom payment. 
They are wrong, just wrong, so to settle this matter I require that they send me a hard copy invoice (SIGNED) by someone in authority, for the amounts stated  to the address listed on the account. You have taken far to much  from me, my phone number which I paid for and brought to you, my valuable time, my peace of mind and comfort in having a reliable service with people who work with the customer to bring about a solution and much grief, angst, misery and hardship since being with your service. There has been no good faith or consideration given to me the man who had willing come to you to provide services, this has totally been a usury affair.
Sincerely,[redacted]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Mr. [redacted] called us on 12/23/2017 to cancel service. We were not notified until that date that Mr. [redacted] was no longer wanting to keep service. There was a fair amount of...

data used on the first invoice cycle, but no usage on the invoices, which generated after that. As a courtesy, we waived the second invoice and the late fee that generated. Mr. [redacted]’s account is a zero balance and he does not owe us anything further.

February 22, 2016 Revdex.com [redacted] RE: [redacted] Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. The amount currently owed on the account is $67.45 for the service dates of 1/4/2016 – 2/3/2016....

The invoice was originally $78.48 but it has already been adjusted down. During this period the customer had two phones sharing 3,500 minutes, 1.5GB data and unlimited text. The base rate is $70.00 plus tax. There was a total of 2449 voice minutes, 154 complimentary minutes, 9 free in-account minutes, 425 text/picture messaging and 379.88 MB of data used. This invoice is valid and was already lowered for the customer. As a courtesy I have waived half the cost for the additional line fee since that line had limited usage. This brings the invoice to $62.48. I have set this up with a payment arrangement and the account will need to be paid by 4/2/2016 or will fall back to the collections process. 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. Sincerely, [redacted]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I deeply apologize. It appears that I sent an incorrect response for this ticket and sent a response on another. In regards to this ticket, I’m sorry that Sears and Target didn’t give the customer correct information when looking for a phone however we have no control over how a retail store runs their business. I do understand the frustration though. I would be happy to help them order a phone. The customer would have to pay the express shipping cost upfront and we would apply it back to the account as a credit however they have cancelled their account. If they choose to reinstate within the next 14 days, we can still do this.

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]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Mr. [redacted]’s Consumer Cellular service has been on the AT&T network. Consumer Cellular does not have our own towers and does not have field technicians. We also do not support...

microcell or other signal boosters. Cellular signal can be affected by many factors and even if there are cell sites nearby service may not work in all areas or in all buildings. In an effort to see if the coverage can be improved, we’re sending new SIM cards to see if the T-Mobile network performs better for their needs. Those SIM cards should be delivered on 5/11 and we will follow up afterwards to see if there is any change. We've addressed Mr. [redacted]’s coverage issues previously through a Revdex.com complaint in 2015. If the T-Mobile network doesn’t resolve this, he can consider purchasing an LTE phone to see if that improves the situation, but short of that, coverage is not likely to significantly improve. While we don’t want to lose Mr. [redacted] as a customer, if the service they are receiving continues not to meet their needs, we would understand if they felt they should try a different service. Sincerely, JESSICA H[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected] www.ConsumerCellular.co...⇄

May 18, 2016 Revdex.com Complaint ID [redacted] (Customer # [redacted]) Dear Revdex.com, Mr. [redacted] account was opened 11/18/2015 and suspended for non-payment on 2/25/2016. We spoke to Mr. [redacted] on 3/3/2016 and changed the account from suspended to cancelled. The billing for...

service had already stopped on the date of suspension. An accounting of the charges for this account is below. The first invoice reflected a credit balance because $30 in promotional credits were applied to this account when it was opened. Bill Cycle Dates Past Due Current Total Due Due Date Date and amount paid 11/18/2015-12/17/2015 N/A ($8.70) $0 1/8/2016 N/A 12/18/2015-1/17/216 $0 $12.63 $12.63 2/8/2016 N/A 1/18/2016-2/17/2016 $12.63 $21.33 $33.96 3/10/2016 $33.96 on 3/3/2016 2/18/2016-2/25/2016 $0 $7.18 $7.18 4/22/2016 N/A Late Fee added 5/3/2016 $7.18 $10.00 $17.18 5/22/2016 $17.18 on 5/17/2016 Consumer Cellular is not a prepaid service and a customer needs to contact us to cancel service. Once cancelled, a final bill always generates for service through the cancellation date. The invoices for this account have been paid as of 5/17/16 and nothing further will be due. Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Sincerely, JESSICA H[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected] www.ConsumerCellular.com

Revdex.com [redacted] Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Consumer Cellular does not advertise nor sell their phones as unlocked. In our end user agreement we are clear about this and unlocking the phone is at our...

sole discretion. I have included that section of the agreement below. If Ms. [redacted] phone is in like-new condition (no scratches, drops, physical damage, liquid or humidity exposure), I can cancel the line of service and send a return envelope for her to send the phone back for refund. She is outside of the risk free guarantee but I will extend this for her. I will need a response by 4/27/2016 if she wishes to do this. 3. WHAT TERMS RELATE TO MY DEVICE AND CONTENT? 3.1 My Device. You are responsible for all phones and other devices containing a SIM assigned to your Device. Your Device must be compatible with, and not interfere with, our Services and must comply with all applicable laws, rules, and regulations. We may periodically program your Device remotely with system settings for roaming service, to direct your Device to use network services most appropriate for your typical usage, and other features that cannot be changed manually. Devices purchased for use on Consumer Cellular’s system are designed for use exclusively on Consumer Cellular’s system and Equipment. You agree that you will not make any modifications to the Equipment or programming to enable the Equipment to operate on any other system. Consumer Cellular may, at its sole and absolute discretion, modify the programming to enable the operation of the Equipment on other systems. You are solely responsible for complying with U.S. Export Control laws and regulations and the import laws and regulations of foreign countries when traveling internationally with your Equipment. Sincerely, TINA G[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989

June 17, 2015 Revdex.com Complaint # [redacted] (Customer # [redacted]) Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Mr. [redacted] signed up for service with Consumer Cellular on 4/24/2015 and signed up for 250 minutes per month for $15 plus...

tax. The first billing cycle on the account was 4/22/15 through 5/21/2015 and there were 176 voice minutes used towards the customer’s plan. Each month, the customer’s minutes start over on the 22nd. Each invoice period will close on the 21st of the following month, then the invoice will generate and be sent out. The due date or payment date is not the date that minutes start over. At the time of this writing (6/17/2015 at 10:20 AM Pacific Time), there are 261 minutes reported since 5/22/15. Calls to Consumer Cellular customer service are not counted against the customer’s plan minutes, they are shown as “complimentary calls” on the invoice and usage detail. The customer has remained on the 250 minute plan, so this will result in overage charges if the customer does not change his plan. The plan can be changed at any time through 6/21/15 to cover the usage in this current bill cycle. After the 21st, the cycle will be closed and the invoice will generate. If Mr. [redacted] would like to upgrade his plan from 250 minutes to the next level, he would receive 750 minutes per month for $20 plus tax. We understand that for some, 750 minutes is too many while 250 minutes is not enough. We try to keep our plan options simple and affordable, so the cost difference between these two plans is only $5 a month. Regarding concerns about the usage showing, invoice copies and all usage detail can be viewed by logging into his account on our website at www.ConsumerCellular.com. Due to the FCC’s privacy regulations, we are unable to provide a printed copy of usage until the invoice generates. Once the current cycle closes on 6/21/15, we can mail the customer a printed copy with the date and time of each call. Usage detail is always available on the website as I mentioned above. I tried to call Mr. [redacted] today but there was no answer. I don’t see any indication the customer has called us to inquire about these issues, and we encourage him to do so. We would appreciate the opportunity to assist him. I can be reached directly at the number below. Sincerely,

Complaint: [redacted]I am rejecting this response because:
The main reason I went to the Revdex.com network was to get someone to contact me, and still everyone that is trying to contact me through my cell which is not working in the zipcode, however, your reps won't go further or want to escalate the matter to a higher authority, and like this morning, since they were no instructions/notes that if person calls back to either xfer to your line or voice mail.  I can't even contact Ms. G[redacted] (other than via Revdex.com) to let her know that I can't call anybody back directly or yourself due to no one indicating on my notes/account to escalate the issue(s to them.  You are the first to send me an email response.  your contact number below will not get through to you as I tried that today and the rep wouldn't xfer the call. 
if you could give me a phone number that doesn't go through all your customer service reps, it is possible I can borrow someone elses' phone and call you directly or a 800 number that goes to someone w/tech experience.  Over the past three days I have switched from the Samsung sgh-F250L, IMEI 355175/038/03642/1 phone to ATT phone sgh-a107, IMEI [redacted], I purchased new from one of their stores a month or so before starting service with your company, and today switched to an Motorola M8501 android smartphone IMEI [redacted] (if I read it correctly), same results.  All these phones have worked outside of that zipcode, and it seems to be in a 2-4 miles radius from my work area [redacted] phoenix 85003 in all directions to narrow your focus. My thought was to be sent another sim card to activate and try it for a day and get back to your service tech might have been the easier solution, one rep told me one was ordered, the next call a few days later stated it had not been ordered. 
Friday morning I will not be in that area between 8:30 to approx. 1030.  however, hopefully someone gives me a call during that time so I can write down the direct contact information and call someone back when I am back in that area. since I am in AZ we are on PDT.Sincerely,[redacted]

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Afterreview of Mr. [redacted]’s account we have extended the return period for his phone. The phone must bereturned in like-new condition (no scratches, gouges,...

cracks, liquid exposure or other signs of physicaldamage).I am having a prepaid envelope sent to him which should arrive in the next 7-10 days.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

Revdex.com [redacted]Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Thepayments that are coming to us are not from a credit or debit card or through our autopay feature. Wedo not have any of the customer’s credit, debit or banking...

information stored in our system. They arecoming to us electronically every month. I recommend checking with the bank as it may be automaticpayments issued by them. Consumer Cellular has taken no action to receive these payments. They keepgetting sent to us. Please check with the customer’s financial institution.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT [redacted] F [redacted]

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. On 12/23/2015 Ms. [redacted] account was suspended due to non-payment and it has been since that time. The amount that was owed is from numerous unpaid invoices starting from the service dates on 10/12/2015 through the date we suspended the account on 12/23/2015.We tried 26 times to contact Ms. [redacted]. We sent letters, emails and made phone calls before sending the customer’s account to collections plus 5 invoices were also sent. We also had an agents respond to Ms. [redacted] emails that she had sent us.Ms. [redacted] was given ample opportunity to contact us prior to the account be sent to collections, which was on 3/15/2016. At this time Ms. [redacted] will need to contact Professional Credit Services at 1-800-972-1635 to settle this debt.Sincerely,TINA G[redacted]