Consumer Cellular

Revdex.com [redacted] Dear Revdex.com, After review of Ms [redacted] account, I can confirm that there was no usage during the last billing cycle she was with usAs a courtesy I waived that invoice as well as the two late fees she incurredHer account is now at a zero balanceThank you for contacting us regarding this complaint and allowing the opportunity to respondSincerely, TINA G [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST [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 respondOurpolicy states that we will not unlock a phone for daysIf the customer wishes to unlock the phoneprior to that, we may do that under certain circumstances for a feeThe account must also be in goodstanding and the phone must be fully paid off.Currently there is a balance of $on the accountIf Ms [redacted] pays the remaining balance on heraccount I will agree to unlock the phone prior to the days.Sincerely,TINA G [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F [email protected]

Dear Revdex.com, We have rerated the bill for service from 2/18/through 3/17/to the best plan for the customer’s usage and this provided a $creditThe new balance for this invoice is $There will also be a final prorated bill for the service that was active and used from 3/18/through the cancellation date of 3/21/That invoice has not yet generated however a copy will be sent as soon as the invoice is preparedThe service was active and used through the cancellation date of 3/21/16, no further credits will be offeredI have sent a copy of the current invoice to Mr [redacted] email address ***@sbcglobal.net so that he can review the usage detailThank you for contacting us regarding this complaint and allowing the opportunity to respondPlease keep in mind that the balance due on the invoice copy is the original balance and does not include the credit I appliedThank you for contacting us regarding this complaint and allowing the opportunity to respond

I am rejecting this response because: Complaint: [redacted] I am rejecting this response because: attached is return mail scanned from December to JanuaryI moved from the old address in Chicago IL on February this yearI have the receipt from moving company The attached is the only postal mail I received from companyCompany has no right to suspend a service which it can't service and still try to collect moneyI didn't have a contract with CCThere are no contracts but Company thinks it can just do as it wants because this is America? This is the United States of AmericaFor anyone to hold hostage any property of another is illegal and I have a right to fight off anything or anyone that impedes my libertyIs 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 remarkI am an immigrant but I understand fully the American cultureI'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 offAnd 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 times to contact meNot trueI would have sent everything backI keep records and have a journal of just about everything in my lifeAnd how can CC make phone calls to me when my cell phone was locked outCC 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 messagesI may have copies of some (print screen), but I don't have the time to search for them in my filesMy files explorer is very large I no longer have yahoo as an email providerI called Yahoo agents about the hacks in the emailsYahoo wanted to charge me $to cleanup the mail box and my computerI didn't buy that either Sincerely, [redacted]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondMs[redacted] started service with Consumer Cellular on 9/29/and purchased two Apple iPhone 6s usingour EasyPay financing planThe full purchase price of each phone was $plus tax Down payments of $plus sales tax were made for each phone and the remaining $was financedinterest freeMs [redacted] was billed $per phone each month in addition to her monthly servicechargesMs [redacted] electronically signed a lending agreement for the phones on 9/29/A copy ofthe lending agreement is attached; cancellation of service is in default of the contact, making anyoutstanding balance due immediatelyFrom the lending agreement: Default: Except where prohibited by law, if you commit any substantial default under this contract, we maydeclare the remaining unpaid balance of the contract immediately due and payableYou agree to maintain Servicefor any phone device purchased under this contract, and any termination of that Service will be a substantialdefault under this contract This account was cancelled 10/10/when the phone numbers were transferred to another carrierAtthe time the account was cancelled, $was owed for each iPhoneThe $balance was billed to thecustomer’s Consumer Cellular accountAs part of our EasyPay agreement, the unbilled balance of $600was charged to the credit card on file ending in on 10/11/Because we bill in arrears, she willalso receive a final invoice for service charges through the cancellation dateThe current invoice totals$and is due 10/18/2016; that invoice is for service from 8/27/through 9/26/ConsumerCellular does not have service contracts so there is no penalty or termination fee when an account iscancelledWe only ask customers to pay for their service and usage through the cancellation date andany unpaid balance for financed equipment The charges to Ms [redacted] ’s account were valid and correct for the equipment she financedAt thistime we won’t be able to refund the payment Sincerely, JESSICA H [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F 503.675.8989Corporate.Resolution@ConsumerCellular.comwww.ConsumerCellular.com ***SUPPORTING DOCUMENT REDACTED BY Revdex.com***

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondMs***started service with Consumer Cellular on 7/29/and cancelled service on 8/2/During thattime there was no usage and the billing was automatically waived under our Risk Free GuaranteeMs[redacted] reinstated service on 10/24/and cancelled on 11/15/During that time, there were talkminutes, text messages and MB of data used.Consumer Cellular’s Risk Free Guarantee states if, within the first days, minutes, texts or 300MB of data use— whichever comes first, you are not completely satisfied with our service, simply canceland we'll refund your moneyAn account is eligible one time for a trial period of the first days or 300units of usageBecause the usage in the second active period was under units and there was nousage during the initial active period, we will extend the Risk Free Guarantee and waive the customer’sinvoiceIf she decides to reinstate service with Consumer Cellular in the future, the billing for service willnot be eligible for another trial periodIf we can be of further assistance, please let us know Sincerely, JESSICA H [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F 503.675.8989Corporate.Resolution@ConsumerCellular.comwww.ConsumerCellular.com

Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondMr***is outside of the refund periodWe can replace the phone if it is in like-new conditionIf he would like todo that, he may email to [email protected] and I can have someone contacthim to set that upHis warranty is valid until 3/7/

Complaint: [redacted] I am rejecting this response because: their literature says no roaming for domestic calls the INT ROAMING shows for seconds and sometimes doesn't show on phoneuntil after call is completedthey should have an explicit warning in their literature and manuals for this flawI explicitly subscribed to use it at the island location will keep using it but will look at other carriers that are safe to use at the islandsome are useable without roaming chargeshow come this only occurred this sept,oct, nov only ???Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I feel like I don't own this amount at all Sincerely, [redacted]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondMs [redacted] has had a Connect plan with us since which allows her to use data and text messagingJust recently the usage went over her data plan and we auto-upgraded her data plan to meet her usageIn total 4.17GB of data was usedThis usage is valid and the invoice cannot be adjustedIf Ms [redacted] would like to make a payment arrangement she may do so by calling us at 1-800-686-

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondWhile a phone should not work on international towers, it is possible for a connection to occur if the phone is powered on and near an international towerConsumer Cellular does not have control over the international roaming ratesI have gone ahead applied a credit of $plus tax towards the international roaming chargesSince the invoice was already paid, the credit will be applied towards the next invoiceI have also reset the international roaming block on both lines of service to ensure it is properly provisionedFor reference, I’ve included the current information about international calling and roaming that is on the help section of our website at https://www.consumercellular.com/Help/phones-and-services

August 25, Revdex.com [redacted] Dear Revdex.com, We did receive Ms [redacted] iPhone back which had a lock on itShe did remove the lock and we were able to process her returnThe customer paid $for the initial down payment, $for the remaining easy pay balance, and two easy pay payments for $The customer received a refund of $to their credit card and $onto their account for a total of $being refundedThere were two invoices owed on the account for a total of $The $credit that went to the account covered those chargesThere is a remaining credit of $which the customer will also receive backThank you for contacting us regarding this complaint and allowing the opportunity to respondSincerely, TINA G.CORPORATE EXECUTIVE RESOLUTION SPECIALIST T F [redacted] @ConsumerCellular.com www.ConsumerCellular.com

Complaint: [redacted] I am rejecting this response because: I had the phone for less than days, I did not damage itThe "final" cost you waive if $is an extra fee you tried to add to tack insult to injuryYou already took $for a broken phone and days of service which if you look at the records it was hardly ever used Sincerely, [redacted]

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondIt appears the Ms [redacted] concern is over her Wi-FiThis does not have anything to do with the cellular service or cellular coverage and changing to another provider will not change the availability of Wi-FiIn our end user agreement we state that unlocking phones is at our sole discretionOur policy is that a customer must be with us for days before we will unlock their cell phoneTheir account must also be up to date and the phone paid offWHAT TERMS RELATE TO MY DEVICE AND CONTENT? My DeviceYou are responsible for all phones and other devices containing a SIM assigned to your DeviceYour Device must be compatible with, and not interfere with, our Services and must comply with all applicable laws, rules, and regulationsWe 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 manuallyDevices purchased for use on Consumer Cellular’s system are designed for use exclusively on Consumer Cellular’s system and EquipmentYou agree that you will not make any modifications to the Equipment or programming to enable the Equipment to operate on any other systemConsumer Cellular may, at its sole and absolute discretion, modify the programming to enable the operation of the Equipment on other systemsYou are solely responsible for complying with U.SExport Control laws and regulations and the import laws and regulations of foreign countries when traveling internationally with your Equipment

Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondMs [redacted] started service with one phone number on 10/20/and added a second line of service on 10/28/One of the numbers was ported out to a new carrier on 11/8/17, but the remaining line was not addressedMs [redacted] contacted customer service on 11/28/to question the billSince there was no usage on the additional line, the agent sent a request to our billing department to apply the appropriate credits to the accountThe charges on Ms [redacted] ’ account were waived in full under our day Risk Free GuaranteeI’m sorry to hear that Ms [redacted] was not contacted to let her know this was resolvedPlease let us know if we can be of further assistanceSincerely, JESSICA H [redacted]

Complaint: [redacted] I am rejecting this response because: They did not respond to my claim of excessive minutes charged when not actually usedAnd they could have changed the plan back to the original 20.00/monthThey are nothing more than a RIPOFF Company and need to be shut down.Sincerely, [redacted]

I'm afraid I don't understand Ms [redacted] reply, our response to her complaint was submitted as an attachment on 4/27/I've copied the response below: April 27, Revdex.com Complaint ID [redacted] (Customer # [redacted] ) Dear Revdex.com, Thank you for contacting us regarding this complaint and allowing the opportunity to respondMs [redacted] account was opened on 4/20/over the phone with a customer service agentIt’s unclear what caused the order not to create, but we are investigating to prevent this from occurring in the futureUnderstandably, this was a frustrating experience for Ms [redacted] and certainly not how the sales activation process normally goes Ms [redacted] contacted us on 4/when she hadn’t received the SIM card and an agent reordered the SIM to transfer her phone number from AT&TMs [redacted] then spoke to Cassie, a Supervisor, and cancelled the account and SIM card order before it shipped We can definitely reinstate the account and order a SIM card to ship USPS Priority MailThat is the only shipping option we have available for the free SIM cardIf Ms [redacted] would like to get a SIM card at either Target or Sears, she could reinstate the service and activate the account the same dayBecause there was no active line of service, there will be no billing if the account is not reinstatedIf Ms [redacted] would like to activate a SIM card purchased from a retail partner or reinstate the account and order a SIM, please contact us at [email protected] or 888-465-The account is notated and her call will be transferred to our escalations team for assistance Sincerely, JESSICA H [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F [email protected] www.ConsumerCellular.com

Revdex.com [redacted] Dear Revdex.com,Thank you for contacting us regarding this complaint and allowing the opportunity to respondI’m sorryto hear that Ms [redacted] has passed awayCustomer’s, or in the case of a deceased customer, theestate, is responsible to pay for service through the date of cancellation.There are three invoices and two late fees currently owedAs a courtesy I have cleared the late fees andthe invoice that doesn’t have usage on itThe remaining invoices to pay are for the service dates of4/12/– 5/11/in the amount of $and for the service dates of 5/12/– 6/11/inthe amount of $The total is $59.34.I recommend that a payment be made as soon as possible to avoid additional late fees and collectionefforts.Sincerely,TINA G [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALISTT F [email protected]

I ask them more then once about sending it back to have it check and repair and they turned me down or to replace it and they would not do that all they said isthey have to reset it over the phone, I have never heard of that that is why I want a full refund and I have also cancel my services with consumer cellular as of 1/13/2018there for I do not need there phone and I want to send it back for a refund if I don't get it that's fine I have cancel them out and my bill is paid they have very poor service

February 16, Revdex.com [redacted] [redacted] Dear Revdex.com, I’m sorry to hear that Mr [redacted] is unhappy with his phoneQuite a few of our phones do run the higher version of Android however the phone that Mr [redacted] purchased is now over a year old and isn’t compatible with the higher operating systemIt also is no longer eligible for a refundAt this time Mr [redacted] only option to get the newest version of Android is to purchase a new phone, some of which we offer at a discounted price for existing customersIf Mr [redacted] is interested in doing this he may go online to order or may call us at 1-800-686-Thank you for contacting us regarding this complaint and allowing the opportunity to respondSincerely, TINA G [redacted] CORPORATE EXECUTIVE RESOLUTION SPECIALIST