Consumer Cellular

Complaint: [redacted]
I am rejecting this response because: This response does not resolve my dispute. Why should I pay Consumer Cellular $120.00 to unlock my phone that barely can be used due to their lack of service/reception. That issue was not even acknowledged in their response to me. I am paying for a phone service that fails to work properly at any given time due to reception issues. Yes at times calls can me made but as I stated you have to stand outside on the front porch or even in the driveway and it may take 4-5 times of trying to dial out before the call actually goes out. Incoming calls are not much better either we keep getting missed calls although the phone doesn't even ring and we are right next to it. 
Sincerely,
[redacted]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We sent a confirmation to the port request from the new provider on 5/14/2016. This cancelled Ms. [redacted] Consumer Cellular account, however the line remained active in our back-end system to...

allow for the new provider to activate the line of service thus completing the port. Three days later on 5/17/16, the new provider had not activated the number and we continued to receive usage on the customer’s cancelled account. At that time, our system automatically suspended the line to stop usage and prompt resolution from the new provider. On the same day, we received a call from [redacted] that they were ready to complete the port, so we reactivated the line. On 5/20/16, [redacted] cancelled the port request and started a new one. We again released the number after they called our port department for assistance. They verified that they have received the confirmation we submitted for the port request. A port is completed when the new service provider activates the phone number, which is up to the new service provider to do. We’re sorry to hear that Ms. [redacted] experienced difficulty activating her service with [redacted]. Consumer Cellular completed our part of the port process immediately upon receipt of a port request from the new provider. We show that [redacted] did successfully complete the transfer on 5/21/16.

Dear Revdex.com,
Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I'm sorry that our service did not work out for Mr. [redacted] however the invoicing, based on what was used on the service, is valid.
On the first invoice the customer was on our 250 minute plan...

with 4GB data and unlimited text. The invoicing was prorated which also prorates the available voice and data, since we aren't billing a full month. There were 104 minutes of talk time used and 4.01GB of data. The customer was billed at the best rate possible based on his usage.
For the second and final invoice, which was also prorated, the customer used 129 voice minutes and 4.25GB of data. Again, the customer was billed at the best rate possible for what was used.
Mr. [redacted] chose to purchase a SIM card adapter from a third party however if he had called us, or gone to any of our retail partners, he could have gotten one for free. As a courtesy we will refund the $12.94. There was also a credit given by one of our agents in the amount of $9.28. I will make sure that is also refunded to the customer; total @22.22. It may take up to three weeks for the refund to process.
 
Sincerely,
Tina G[redacted]
CORPORATE EXECUTIVE RESOLUTION SPECIALIST
T 800.686.4460 F 503.675.8989
[email protected]
www.ConsumerCellular.com

Revdex.com [redacted]Dear FCC,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Ms.[redacted] is being billed at the best possible rate based on the minutes that were used. I canwaive the late fee if the remainder is paid but o other credits will be provided.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I have included a picture of the damage to the tablet, which is the reason we denied the return. The customer has two options, reinstate the account long enough for a SquareTrade claim to be...

processed, or simply keep the device he has. If Mr. [redacted] would like us to reinstate his account so that a claim can be filed, he may email me directly at [email protected]

June 15, 2016 Revdex.com [redacted] Dear Revdex.com, Thank you for giving us the opportunity to respond. We do restrict accounts when they reside within the same household. Typically if one account is sent to collections we won’t allow any account in...

the household to continue with service. We have allowed for Ms. [redacted] to continue having an account but we will not allow for any easy pay agreements on it. If Ms. [redacted] can provide us with a copy of her daughter’s driver’s license or valid state issued ID as well as a utility bill in her daughter’s name which both show that she does not live with her, we can make an exception. Sincerely, TINA G[redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected] www.ConsumerCellular.co...⇄

Dear Revdex.com,
Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I’m sorryto hear that Ms. [redacted]’ messages are being delayed. I don’t show that she has called us to reportthis issue. She may call us at 1-800-686-4460 and we can perform troubleshooting to...

see if we canaddress the issue.
I do show that Ms. [redacted] has called us about wanting her iPhone unlocked. We require that ourcustomers wait 180 days before we will unlock their iPhone. In some instances we are able to unlockthem prior to that for a fee of $120.00, however Ms. [redacted] does not meet those requirements.
Ms. [redacted] may return the phone for a refund if the phone is in like-new condition. (No drops,scratches, liquid damage, other physical damage) If she would like to do that I will need a response nolater than 9/2/2016 as the phone is outside of the return period. I would be extending the return periodfor her to be able to do that. I will also send this response directly to her email as well to ensure that shesees it in time.
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. I had oneof my lead technicians contact Mr. [redacted]. He was advised that he could send back his current and if itwas in like-new condition, we will apply a credit...

towards the purchase of another phone.He has been sent a return label so that he can return the phone.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Mr. [redacted]’s account was cancelled upon request on 2/19/17. Since there is no cellular service, in order to access the internet or download apps Mr. [redacted]’s phone would have to be connected to...

Wi-Fi. Consumer Cellular is not and has no way to block a customer’s phone from using Wi-Fi to access the App store or any other functionality of the phone.Sincerely,JESSICA HA[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALIST T 800.686.4460 F 503.675.8989 [email protected]

Thank you for contacting us regarding this complaint and allowing the opportunity to respond. This issueis being resolved. I spoke with [redacted], the daughter of the account holder, last week. We have agreed toaccept the battery back for a refund and a prepaid mailing envelope is being sent to the...

customer. [redacted]has agreed to drop the credit dispute so that we can waive the $25.00 late fee that was assessed.We also reactivated the account at that time.Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F 503.675.8989Corporate.Resolution@ConsumerCellular.comwww.ConsumerCellular.com

Revdex.com Complaint ID [redacted] (Customer # [redacted])Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Werecently responded to this customer’s concerns from a letter we received. Here is the response that wassent. Consumer Cellular’s...

position has not changed and this phone is not eligible for a refund.Dear [redacted],Consumer Cellular has recently received your letter at our office. Thank you for allowing us theopportunity to respond. Please be advised that Consumer Cellular has already completed all thenecessary steps to address your concerns. On 12/24/17, we received the first call regarding a hearingissue with the phone. During this conversation, it was discovered the mute option was enabled. Duringthe call on 6/22/17, we advised all troubleshooting must be completed before a warranty replacementcan be processed and that the phone was no longer eligible for a refund. During you call on 6/30/17, afollow up email was provided for assistance with the process of completing a Master Reset. On 7/10/17,when advised the device had physical damage, we informed that a claim must be filed with[redacted], as we cannot accept devices under warranty if they are not in like new condition. I see youcalled in again on 7/21/17 requesting a refund for the purchase of the phone, stating you are havingissues with the phone. Your device was replaced by your [redacted] Protection plan on 7/11/17. Yourwarranty remains valid on the device through 8/22/17. Once the warranty has expires, any furtherissues will have to be referred to [redacted]. However, before a warranty replacement can beprocessed, we must speak with you from a different device and complete all necessary troubleshooting.If the issue is unresolved after all the troubleshooting has been completed, we can review for a possiblewarranty replace. As an AARP member, the Consumer Cellular Risk Free Guarantee is 45 days from thedate the equipment is shipped. As a result of being outside of the Risk Guarantee, we will not issue anyrefunds for the purchase of the phone. No further communication is necessary regarding a refundrequest for the purchase of the Samsung Galaxy J3 our position has not changed. For further assistancewith troubleshooting the device and possible warranty replacement, please contact us at the numberbelow.Sincerely,JESSICA H[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F [email protected]

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Ms. [redacted]’ account was suspended due to a past due balance on 9/22/2017. Ms. [redacted]’ monthly billing cycle ran from the first of the month through the last day of each month, so when her service was...

interrupted on the 22nd of September this resulted in the billing for that period being prorated. We only charge customers for days service is active. If monthly charges are prorated, so are the minutes or data included in their plans. Ms. [redacted] was on a 250 minutes and 200MB data plan. A total of 243 minutes were used, but because of the proration it was less expensive for the plan to be auto-upgraded to the next rate plan. The total cost for 250 minutes per month is $15.00 plus tax. After the upgrade to the unlimited plan, the charge was still prorated, so Ms. [redacted] was charged $14.67 for the voice plan and $7.33 for the text and data plan. Ms. [redacted] was originally on the 200 MB plan but used 300 MB of data, so with or without the proration her usage was above her plan limits and the upgrade was needed.We will as a courtesy reduce the cost of the upgrades and apply an additional credit of $3.66 to the final invoice. These final charges are the best plans for her usage level and the lowest possible fee. The prorated charges and service dates can be verified on page two of each invoice.Since 10/5/17 two $10 late fees accrued. One of the late fees was already waived when Ms. [redacted] paid $102.56 on 10/11/17; a balance of $40.67 remains. If a payment of $26.49 for the final invoice is made by 12/22/17, we will apply the courtesy credit and late fee credit I offered. If the payment is not made, credits will be reversed and the balance will continue through the collections process.Sincerely,JESSICA H[redacted]

March 15, 2016 Revdex.com [redacted] Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. Ms. [redacted] has already contacted us and this was addressed. She was refunded $47.55 to her card ending in 7078 on 3/15/2016. The funds should process back onto her card in the next 15 days. 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. Ms.[redacted] had service with us from 10/15/2015 to 2/4/2016. During that time numerous invoicesgenerated. Ms. [redacted] did not pay in full for her service. Billing did stop of 2/4/2016 however late...

feesdid accrue due to non-payment.
On 3/2/2016 we spoke with Ms. [redacted] and offered to lower the amount owed if she paid the pastdue balance for the service portion of the bill. We were not able to reach an agreement. The accounthas been sent to the collection agency and if she wishes to clear this debt she will need to call them at 1-800-972-1635.
The following is a list of invoices, amounts owed and amounts paid.Service Dates Invoice Amount Due Date Amount Paid Remaining Balance10/15/2015 – 10/26/2015     $9.04 11/17/2015                     $30.00 Credit of $20.9610/27/2015 –11/26/2015      $38.46 12/18/2015                      0 $17.50 owed after credit applied11/27/2016 –12/26/2016       $38.46 + $17.50 =$55.96        1/17/2015 $30.00 $25.9612/27/2015 –1/26/2016 $38.52 + 25.96 = $64.48                  2/17/2015 0 $64.481/27/2016 –2/4/2016 $22.91 + 66.48 = $87.39                    3/19/2015 $65.00 $22.39$22.39 + 10.00late fee5/18/2016 0 $32.39$32.39 + $10.00late fee6/19/2016 0 $42.39Sincerely,TINA G[redacted]CORPORATE EXECUTIVE RESOLUTION SPECIALISTT 800.686.4460 F 503.675.8989

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

never able to start an account. I bought the phone thru Target after talking to one of your reps. Who assured me I could take the phone and put it on my [redacted] account. They did not mention having to have service for 30 plus days. I offered to pay the 30 plus days on minimum. To get the phone " unlocked ".  But that wasn't except able to your rep. Ultimately it boils down to poor advertising on your part.  No where on your web site or packaging does it state the minimum 30 day contract.  Infact it says " no contract". Clearly false advertising on consume cellular part. Plus a poor business plan, think about it I would be nothing but pure profit.  You sell the phone geared to senior citizens, take money to buy out the contract " that doesn't exist", bonus no customer using your [redacted] purchased serviced. This phone was bought for my 83 year old father who is hard of hearing, thanks for making his life difficult. That is if your phone was really better than the others. 
[redacted]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. I’m sorry to hear that data was not working on the customer’s phone. Consumer Cellular cannot guarantee that a phone from another provider will work with our service. We make every...

attempt to do so, but it’s not always possible. Ms. [redacted] notified us on 10/9/2017 that her data was not working. I have credited back the full month’s cost for the Connect plan for the billing cycle of 9/27/2017 – 10/26/2017 and for 10/27/2017 – 11/14/2017. The customer will receive a refund check within 3 weeks in the amount of $8.61. All other amounts that the customer was invoiced are valid.

Complaint: [redacted]
I am rejecting this response because:  I okay'd the exchange for something OTHER THAN the Samsung J3 through Square Trade, the contacted Consumers Cellular and Consumers Cellular is sending me ANOTHER SAMSUNG J3.  I don't want that. It is a bottom of the barrel junk phone that you are now trying to sell for $60. Please at least exchange for a little higher rated Samsung J7.
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:  the cell phone is in their possession and they have not removed the time in their possession from my account.  Thanks for forwarding the response from Consumer Cellular.  I spoke with [redacted] at [redacted] this evening at 5:15 pm MT. She said that Consumer Cellular received the phone today at 11:04 am. The package was signed for by J. N[redacted].   [redacted] explained that the tracking information does notshow up online because after there is a signature (even if it’s the incorrect one), it no longer tracks the package online.  They do have an internal tracking system that I sent toConsumer Cellular this morning to show it was in Portland and heading to them that day. I was surprised and again frustrated that the letter from Ms. H[redacted] (dated today) states they do not have it.  Again this company and the Resolution Specialist has failedto be accountable and follow up with the [redacted] as I requested many times.  I even sent an email to them this morning stating that it would arrive today yet Ms. H[redacted] did not check before responding to the complaint.There should be no further information needed to take the amount charged to my account off.   My best,[redacted]Sincerely,[redacted]

March 6, 2017 Revdex.com [redacted] Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We have been in contact with Ms. [redacted] via email and we explained to her that due to the easy pay agreement she...

signed for the payment plan on her phone, her account is required to be on autopay and declined payments will result in suspension of service. We stopped contact with her when we received a vulgar email. There are two invoices owed on the account. $103.51 for the service dates of 12/7/2016 – 1/6/2017 due on 1/28/2017 and $103.51 for the service dates of 1/7/2017 – 2/6/2017 which was due on 2/28/2017. We allowed this account to remain active until 2/22/2017 so Ms. [redacted] did have time to pay her balance. At this time we will not reinstate the account until the balance has been paid. There is another invoice which will generate for the dates of 2/7/2017 through the date of suspension.

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]