• Report: #709479

Complaint Review: Great Call

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  • Submitted: Wed, March 23, 2011
  • Updated: Thu, March 24, 2011

  • Reported By: Calhana — Chicago Illinois United States of America
Great Call
12680 High Bluff Drive, Ste #310 Internet United States of America

Great Call Jitterbug Target Seniors and Lie to Pull Them In San Diego, Internet

*REBUTTAL Owner of company: Response From GreatCall VP

*Author of original report: Great Call same as GreatCall (Jitterbug)

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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'?!#?!!

This report was posted on Ripoff Report on 03/23/2011 10:10 PM and is a permanent record located here: http://www.ripoffreport.com/r/Great-Call/internet/Great-Call-Jitterbug-Target-Seniors-and-Lie-to-Pull-Them-In-San-Diego-Internet-709479. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
1Author 0Consumer 1Employee/Owner
Updates & Rebuttals

#1 REBUTTAL Owner of company

Response From GreatCall VP

AUTHOR: Sue Weaver - (United States of America)

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
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#2 Author of original report

Great Call same as GreatCall (Jitterbug)

AUTHOR: Calhana - (United States of America)

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).
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