Public Mediation

My Claim vs. Consumer Cellular (Headquarters)

A. M. vs. Consumer Cellular (Headquarters)
7204 SW Durham Rd Ste 300, Portland, Oregon, 97224-7574, United States
Amount Involved: $2,000.00
    • Status: In Negotiation
      This claim has posted for public comment and negotiation. It will remain posted until resolved to the claimant's satisfaction. Suggest a resolution to help these parties reach a settlement.
       (seeking public comment)
    • Claimant Seeks: View.
    • Claim #: 2752165
    • Amount Involved: 2,000.00
    • Filed On: Feb 22, 2017
    • Posted On: Mar 05, 2017
    • Complaint(s):
      • Bad business practices
      • Problem with a service
      • Problem with a product
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Statement of Claim
Complaints Involved (7) - View
Claimant says:
"In 2014 I called Consumer Cellular because I needed a phone I could afford and it was advertised through AARP promising low payments and good customer service. Well, I bought the hype.
My payments started out as $25 or more a month, and reached $60 to this day which is not easy living on Social Security. Since 2014 I have had nothing but problems with my phone, and no resolve, and no one to really assist me in a way that will resolve the problem. Long story short,
I am not on my third smart phone. The last one was replaced last month, and once again I can not make calls with my phone. The back light goes out, and there is no way to grab the call.
I have to wait until it disconnects, or the person on the other end hangs up. I have only had one person work with me on the phone that tried everything last month before replacing the phone I have now. This morning the person that went through the same steps reading a script did the same thing only not as much effort as the last person. I need a phone that works. I asked for an upgrade. I asked for an iphone at a reduced cost for all my troubles, and never missing a payment even though I had no service. They insist that they will not do that and that my warranty is up March 15, 2017. They are not willing to serve me as a consumer or make any allowances for my not having service. This is a company that has TV Commercials which are not cheap, yet they can't get me a phone that works. Rather, they keep sending me phones that do not work, and, have the same problems. The CEO can not be contacted nor traced. There are no numbers to call or write. The person I tried to track down today in charge of retail is using a fake name, and can not be located. I want a working phone. I am a NATIVE BORN US CITIZEN OF CALIFORNIA, I am retired, I am on social security, and I normally would not even think of suing anyone. This is the first time. I am going to find a way to get a working phone that doesn't break down or is faulty plus a little money for all the time and weeks I lost having to go next door to use my neighbors phone. I need a way of contact when I am out. No one gives a good kitty anymore. This isn't the 50's. I'm on my own. Please help me get this resolved."
...
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Additional Communication Between Claimant and Consumer Cellular (Headquarters) Hide
  • Mar 15, 2017, Claiming party added:

  • Yesterday, March 14, 2017 I spoke yet again to a rep that took me through the exact same process of checking the phone that 2 other people did. I had to use my neighbors phone. The process was 3 hrs including this person's lunch break. By the time we went through the entire process including a complete factory reset, the phone was still not working properly. The rep could not offer me anything except to buy another phone. When I asked about being compensated for all the weeks even months of phone not working, and not in use, yet I have paid each month on time, the rep replied, "I'm sorry there is nothing I can do for you." I was on the edge of tears with frustration, and exhausting communication to get consumer cellular to hear me out and get another phone that was different than what they have been giving me. They are not even willing to give me a credit for the months paid without service. Now I am going to take this to a higher level.

What Claimant Wants Hide
Message from Claimant: If someone had really shown genuine appreciation for my circumstances and would get back to me as soon as possible, and not an auto email stating 5 working days someone will contact, this could be different. No one, but no one was ever really willing to help. Not even a bet offer of phone or give me a break on my plan, or something for all the troubles I've had paying each and every month. You get paid, I get nothing. That is not a balanced situation.
1. no service, no response, time, stress loss of contact, phone not resolved Mar 17, 2017 $2,000.00
Cash total : $2,000.00
  • 0
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Respondent's Counteroffer

There has been no response to this claim from Consumer Cellular (Headquarters). This claim will remain posted until resolved
Offer History
Feb 22, 2017
Claimant's Terms of Settlement to Consumer Cellular (Headquarters)
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