Consumer Cellular

Thank you for contacting us regarding this complaint and allowing the opportunity to respondI’m sorry to hear that Mr [redacted] account wasn’t handled properlyWe can ship to an alternate address in situations like this and we will address the misinformation that came from our teamI had one of my support specialists contact the customer so that we could get a phone sent to his daughter’s address however he had already forwarded the packageAs a courtesy I have waived the additional line fee for a month of service which is $

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondMs [redacted] began service with us on 7/28/and called to cancel on 9/27/Customers are responsible for telling us that they wish to cancel their service and they are responsible to pay for service through the date of cancellationOn 8/9/we received a phone back from Ms [redacted] We refunded the cost of the phone, in the amount of $75.68, back to her card ending in ***On 9/27/she called and cancelled her serviceOn 11/30/Ms [redacted] disputed a payment she had made for serviceWe refunded that amount back to her card, as we are required to do, even if it’s validThe amount was put back onto the account as being owed and a $late fee was assessedOn 2/7/we spoke with Ms [redacted] and advised her that if she dropped the credit dispute we would waive the late feeShe was advised that if it was dropped we could also then backdate the cancellation to the date the phone was returned to us and provide a refund for that period of time however; she adamantly refused to do soMs [redacted] has been given the option to resolve this matter, and in her favor, however she is not willing to do soCurrently the account has a balance owed of $If Ms [redacted] changes her mind, we would be happy to work with herIf not, the account will be assessed additional late fees and eventually will be transferred to a collection agencyI recommend that Ms [redacted] contact our billing department immediately if she has changed her mind, to avoid the collection processTheir number is 1-888-549-

Please see attached.June 19, 2017Revdex.com Complaint ID [redacted] (Customer # [redacted] )Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondWe’resorry to hear that the service did not work out for this customerThis account was originally opened7/3/2016, then cancelled on 7/8/The billing for this period was waived under the Risk FreeGuarantee Trial PeriodIndividuals are eligible for only one trial period where if the account is cancelledwithin days and with less than units of usage the bill is waived[redacted] ’ service was reinstated on 4/29/17, less than a year later, and cancelled on 5/4/17.Because the customer had already received one trial period, the invoice was not waived under the RiskFree Trial PeriodDue to the short length of time the account was active and being that there was nousage, I have gone ahead and extended a second trial period and waived the invoice charges [redacted] will not be eligible for additional free trial periods if she decides to reinstate service in the future.Please let us know if we can be of further assistance.Sincerely, [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F [email protected]

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:pm MTShe said that Consumer Cellular received the phone today at 11:amThe package was signed for by JN [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 dayI was surprised and again frustrated that the letter from MsH [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 MsH [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]

Complaint: [redacted] I am rejecting this response because:When the tech from consumer cellular had me go thru the process of stripping the phones set up, it prevented me from ever being able to use my programmed passwordWhich by the way was not forgotten The password was written on paper tape right on the phone and used to make the first call [redacted] said the actions by the tech was wrong and resulted in the destruction of key softwareAs for me not knowing my password, irrelevant, this is a stand alone cell phone device which I should be able to make cell calls on independently of wi-fiThe actions of the tech having me strip the phone caused irreparable damage that I would never be able to recover fromThey still closed my account without permissionI expect them to stand behind their 100% Satisfaction Guaranteed PromiseMy only mistake was doing exactly what consumer Cellular's tech thought I should doThere was nothing I could have done differentlyI had a problem with their phone, asked for help, did exactly what there expert tech said to do, and my new phone is destroyedI expect a full refund Sincerely, [redacted]

Revdex.com Complaint ID [redacted] (Customer # [redacted] )Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondThisphone is an [redacted] smartphone that was purchased for $(+ tax) on 3/18/The customercontacted us on 3/29/and set up a return for the phoneIn order to return a phone for refund orexchange, the phone needs to be in like new conditionThe phone was received in our shippingdepartment on 4/14/I’ve attached three photos taken of the phone when it was receivedTwo ofthe pictures show the scratches on the screen and the third shows the unique serial number of thedeviceThe phone returned to the customer on 4/14/as it is phone is not eligible for a return orexchange due to physical damagePlease let us know if we can assist further.Sincerely,JESSICA H [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F [email protected]

Complaint: [redacted] I am rejecting this response because: I have had to forward the phone in the complaintI had little choice or incur a fee for the phoneI did call customer service again and inform them of thisTheir response was to give me dollars of the I HAD to spend to send the phone to my daughterI do not call this compaint reasonably resolvedI call it a patch/haychet job at bestThe only reason I am staying with CC is at this time they are the cheapest carrier out there and my wife doesnt wish to change I am far from satisfied and still short of patience regarding this company Sincerely, [redacted]

tell me what consumer cellulars response is in englishI dont know what they responded

Complaint: [redacted] I am rejecting this response because: I am still working with Consumer Cellular and am awaiting a part that they have sent I can't see their response as I can't open your pdf Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I have not received a hard copy of this letter stating that the balance is adjust as yet, I will accept the issue as resolved once the letter is actually received by me I dont want to count the hens before the eggs are hatched.Sincerely, [redacted] ***

Complaint: [redacted] I am not paying another penny for your crappy serviceSend me to collectionsYour company is a rip off and I feel sorry for the elderly that you are stealing from daily!! Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I am not accepting the response of Consumer Cellular but I give upA person can only fight a bully for so longI don't know why I get service with [redacted] but not Consumer Cellular but I doI spent months trying to get service having the phone reset to the tower with out success before trying to get Consumer Cellular to unlock a phone that I paid forAs a small business owner myself I would feel terrible about a customer paying for something I cannot provide but if that is the way Consumer Cellular chooses to do business I will look at this as a $mistake and walk awayI would never use the service of Consumer Cellular againSincerely, [redacted]

November 10, Revdex.com [redacted] [redacted] Dear Revdex.com, On 10/15/we received a call from the customer and she advised us that she wanted to transfer her numberFor us to do that the account must remain activeOnce the transfer completes, then we cancel the lineThe customer has made it clear that she does not want service with us and since we have had no request to transfer her remaining line, I have cancelled her account as wellAs a courtesy I have waived her invoiceThank you for contacting us regarding this complaint and allowing the opportunity to respondSincerely, TINA G [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST [redacted] [redacted] @ConsumerCellular.com www.ConsumerCellular.com [redacted] [redacted]

Complaint: [redacted] I am rejecting this response because: This complaint was NOT about Wifi availability I will need to use my cell phone to in a particular area in central Illinois for MOBILE DATA! There is no Wifi available in that area, so I will need to have mobile data availability to conduct business over the Internet! Wherever I have gone in the past when my provider was [redacted] , I was able to use/access mobile data Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I did not agree to a credit for another phoneI was told I would be refunded my $upon approval that the phone was in like new condition, which it isI was also told they would send me a prepaid shipping labelI will also have the phone condition verified here in [redacted] before I send it to them Sincerely, [redacted]

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondMr [redacted] was shipped a replacement iPhone 5s under warranty at no charge as long as the original phone was received without damage within daysPrior to shipping the replacement phone for free Mr [redacted] was asked if there was anything physically wrong with the device and we were told noThe phone retuned to us had two large paint/nail polish dots on the top of the phone and was not in the same condition we originally sent it in in August 2016, so the phone was returned to Mr [redacted] and his account was billed for the replacement.Mr [redacted] cancelled service with Consumer Cellular on 6/4/The last two monthly bills for service and the charge for the replacement phone were never paidThe unpaid bills include the service provided from 04/18/through the date of cancellationMr [redacted] also has two phones and only paid for oneThe past due balance was sent to an outside collections agency in September Please contact Professional Credit Service (PCS) at 800-972-to make payment arrangementsUnless the balance at PCS is paid the phones cannot be unlocked.Sincerely,JESSICA H [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST

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] ***

Complaint: [redacted] I am rejecting this response because:I will return the phone (still in the box) and await my $refund Please advise how long it will take to issue that refund after you receive the phone As with prior responses this company only addresses one issue at a time which shows their lack of good faith They can see that the service was never activated yet they billed me every month for over a year They did not address this issue They also did not address why they advertise three ways to get in touch with them then don't allow a consumer to reach them when they use any of those methods These issues were raised in my original complaint letter but each of the company responses are silent on these issues.Thank you Sincerely, [redacted]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondConsumer Cellular does look at the association some customer have with each other, especially if they live togetherIf 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 accountEven if [redacted] was not listed as an authorized user, we are able to release total balance owed

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondIt appears that Mr [redacted] did speak with us on 3/25/If he is still in need of assistance he may reach us at 1-800-686-Our call center can be extremely busy on Sunday and MondayTuesday, Wednesday and Thursday are the best days to call us for the lowest hold times