Complaint Review: Great Call-Jitterbug Phone

My mother received a Great call flyer in the mail and decided to try this phone.  I had gotten her a track phone and I would keep minutes on the phone which was working out fine except the track phone button are so small.  My mother is 80 years old as of March 10th 2018.

  She received the first phone the middle of December 2017 and it did not work at all so my son called Greal Call.  They attempted to help with no success.  They told her that they would send out a pre-paid postage so that she could send the phone back and that they would send her out a replacement phone.  She boxed the phone up and took it to the post office and sent the first phone back on 12/19/2017.

  In the meantime, they sent her a replacement phone which she brought to my house so that I could set this one up and show her how to use it.  There were problems with some of the buttons on this phone operating the way that it shoud.  I called Great Call and spoke to a Customer Service representative and told him that she was going to send this phone back also and that she wanted to close her accout.  He proceeded to close the account, gave me a confirmation number and an return address in Libertyville, Illinois in which to send the second phone back. 

She paid approximately $120 for the phone.  He stated that she would receive $94 dollars and some change back after the return postage fee and some taxes.  We agreed with that amount.  I boxed it up, made a label and off to the post office she went with phone number two.  My mother called around the middle of January stating that she has not received her refund so I called Greal Call on January 22nd to find out what the hold up was.

  I spoke to Bethany who stated that they had not received the second phone but luckily for me I had the post office receipt on hand with the tracking number.  She located it and said that they left the phone with some guy at the front door which I though was a poor way to receive returned item.  She even sounded surprised by all of this and no one bothered to note the fact that a return item has been received.

  She proceeded to tell me that a refund had been sent up and would take 1 to 3 business days to process and to call back on Friday January 26th to verify.  I called back on Friday and a new person andwered the phone.  He told me that because it could take up to 1 to 3 business days, the refund may appear on Saturday.  He also stated that if it did not show up on her credit card to call back on Saturday January 27th.  The money did not show up so I called again.  This time I spoke with a Kaitlin who told me that the information that I received on Fridat was incorrect.  No refund had been in process.  She proceeded to question me about the phone stating that she did not see where second phone had been received.  I told her that Bethany verified it and USPS noted that it had been delivered. 

She then proceeded to say that she did not see where the original phne was received.  I had the tracking number for that phone as well.  She stated that there was a delivery exception and USPS wuld notify us when the package was delivered.  Keep in mind, I had never tracked it because the first phone was delived with no problem.  At this point I decided to go on the USPS website and track it myself.  I also requsted notification via email at cingram@govst.edu. 

This packing has been all over the US.  Every few seconds I am receiving email about the delivery exception or the package has left out facility and heading to its destination.  The package has been in San Diego more times than I can count then it is heading to another city.  My mother went to the post office on January 31st 2018 and the post office gave her a 4 page print out showing that the phone reached that location.  I asked them why is she not receiving her refund due to USPS.  They are the ones that need to be contacted in regards to all of this misleading tracing information.

I called on January 31st again.  I was highly upset telling this same story for the 4th time.  After telling Sam the Customer Service representative again, I asked to speak to a supervisor at which point she put me on hold, came back and said they were all busy helping others and that someone would call me back.  Now I bet you are wondering if they called me back.  No, they certainly did not and I dont think that they have any intentions on calling me back.

 Whatever label they sent my mother to send that first phone back is directly associated with this phone traveling all over the US.  They are holding an 80 year old lady's $94 dollor refund hostage knowing that they either received that phone and have not noted it or had something to do with not receiving it.  GREAT CALL is a scam and I want the whole world to know it.