Jitterbug Complaint - What Customer Service
I thought I cancelled my mothers Jitterbug 5 months ago I had sent an e-mail to their customer service asking how I can cancel the account and did not receive any reply) and they never sent a final bill (since I paid ahead, and had a credit balance, I never thought anything about it). Now I get a call on my phone saying I need to call them since some mail was returned. Turns out they were sending mail to the wrong address (magically I got mail from them before I tried to cancel the account).
They let the account go for 5 months, presumably sending them to the wrong address. Who does this? Any other company would have cut it off by the second billing cycle that was missed. When I returned the call they tell me that you can't cancel by e-mail and must call customer service to cancel. I asked why their customer service did not reply to my e-mail explaining this I was told that they don't reply to customers who do not have an e-mail address on file. Something that is not disclosed on the site.
I asked why they did not call me before 5 months and he said they tried to call the Jitterbug phone 3 months after I sent the first e-mail. Since that phone was sitting in a drawer not being used, because I thought it had been cancelled, that was a pretty futile thing to do.
I set this up for my 70 year old mother, I paid all the bills, and I was the contact on every other occasion. Yet they called my mother 3 months in and did not bother to call me till they finally cancelled the bill at 5 months past due at which point they somehow remember that I pay the bills and call me for payment.
When I called customer Service the first customer service representative was AWFUL. The First time I asked for his supervisor, instead of giving me to the supervisor, he replied why should he do that since he was answering all my questions (though not to my satisfaction).
When I finally got the supervisor, after explaining everything and being told about the customer service I told him how dissappointed I was at not having at least cut the bill in half (even though I think they should dismiss it all) he said he would not do that because he considered it all legitimate even though there was no usage on the phone, because a lot of people use the phone for emergencies only and have zero usage and I could understand that if I had the minimum coverage, but at one point there was large usage ($250 in the first month and we upped it to more minutes) how is that for emergencies only in this case?
If you are going to use it only for the pre pay it might be good but if you think you may need customer service at any time do not use them.
If you plan on skipping on the bill then use them as they won't cancel you for 5 months.
Company Response on 08/16/2010:
I read your posting and as VP of Customer Service I am committed to resolving customer issues. Please contact me at your earliest convenience so I may review the account and take the appropriate action.
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