- Report: #709479
Complaint Review: Great Call - San Diego Internet
Reported By:
Calhana -
Chicago, Illinois, United States of America
Submitted:
Updated:
-
Author Not Confirmed
Why?
Great Call
12680 High Bluff Drive, Ste #310 San Diego, 92130 Internet, United States of America
Phone:
800-733-6632
Web:
www.greatcall.com
Categories:
Business Rating:
(0)
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Great Call Jitterbug Target Seniors and Lie to Pull Them In San Diego, Internet
I had been impressed with their ads for some time. I thought the phone would be great for my mom. She is over 90, low income and needed to cut costs and have only one affordable phone service. I researched the 'Jitterbug' phone for her. I read and reread their advertisements, checked out their website and made a list of questions. I called at least twice and spoke with their customer service representatives making sure I got all my questions answered and could dismiss my concerns. I asked their phone rep. "Will my mom be charged for incoming calls or calls not initiated by her?" I was told "No, our customers are never charged for calls not initiated by their Jitterbug phone. I was surprised because I know that so many companies and or plans (but not all) do charge for incoming calls. I provided this feedback to mom so she could make a decision about going forward with this phone service. She cancelled her land phone, came off a different cell phone plan and purchased her Jitterbug phone with 100 minute service. Family members agreed we would call her and if she called us we would promptly end the call and call her back. We couldn't figure out what was going on with the escalating bill until two months later when we found out I had been lied to. She was being charged for all her incoming calls and was paying premium $ for all minutes over her 100 minute plan. I and my brother called Great Call trying to resolve this billing problem. They said they had incoming call logs they could research to see if I really had been misinformed (which they assured me none of their reps. would have done). First they researched the wrong number. After providing the correct phone number they said their research found no such call. There is no doubt whatsoever about the incorrect information given me. I explained my moms low income situation (public aide). I attempted to negotiate the balance owed (about $410). I spoke with Mr. Andrew Conder in Financial at X7263 several times. He suddenly dropped the ball on the whole issue. He no longer returned my calls. All their customer representatives are over eager to please (instructed to kill with kindness) until you have a real issue/problem and then their whole demeanor changes and there's nothing that can be done for you. "Just Pay. Pay Now. You Must Get This Paid. Nothing We Can Do....Just Pay Now." They just want their money for service that they lied to you about and they absolutely DO NOT CARE. Consumers and Especially SENIORS BEWARE OF THIS PREDITOR!! P.S.: Their website touts 'People You Can Count On'?!#?!!
2 Updates & Rebuttals
Sue Weaver
United States of AmericaResponse From GreatCall VP
#2REBUTTAL Owner of company
Thu, March 24, 2011
My name is Sue Weaver, and Im the VP of Customer Service at GreatCall, creator of the Jitterbug cell phone. I saw your post today and hoped I could personally discuss your concerns with you.
We apologize that you encountered these issues, and Id like to learn more from you about your experience so that we can resolve this for you and prevent this for other customers in the future. If you would like to discuss with me, you may contact me at your convenience at 760-602-6700 and ask to speak with Sue Weaver
Calhana
Chicago,Illinois,
United States of America
Great Call same as GreatCall (Jitterbug)
#3Author of original report
Thu, March 24, 2011
Author clarifies Company Spelling & Name Change. I'm familiar with them as Jitterbug however they have recently done a name change (something to hide?). The new name is spelled GreatCall (no space).
