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Complaint Details
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Initial Complaint
08/06/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
On July 25 I ordered *************** unit. I was billed ***** for the unit and ***** for a month's service. On July 27 I activated the service. 8 days later I am billed and charged to my credit card another month's service charge. Total including tax and fees is *****. I had only had the service for 8 days and have been charged 2 months of service. I have contested the charge with my credit card. But, I find this practice unacceptable and I want a full refund and not to be charged again until I've had the service for a full month and it's time to pay for the next monthInitial Complaint
04/17/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
BAIT AND SWITCH EXPERIENCE: Lively sold me a phone that did not work out of the box. It threw an error code and would not boot up. When I called Lively they told me that phone was no longer supported by Verizon and that I would need their newest Jitterbug 2 phone, which they were wanting to send me free of charge. A live rep sold me this phone and never said anything about Verizon no longer supporting this phone. I specifically did not want the Jitterbug 2 for several reasons, one being the number of terrible reviews about it compared to the Jitterbug 1. I wanted the lower tech Jitterbug 1. I find it hard to believe that Verizon is no longer supporting the Jitterbug 1 as I am still able to use an older Verizon flip phone on the Verizon network. I purchased this phone as a back up to my existing phone so some time elapsed before I finally opened it and turned it on. Not wanting the Jitterbug 2, Lively refused to refund me my money stating that more than 30 days had passed since I received the phone. I disputed their charges with my credit card and was awarded all my money back. But Lively has now turned around and repeatedly invoiced me in the mail for monies owed. If Lively wants their phone and accessories back, they can send me a return label and I would be happy to put it in the mail as settlement of their invoice. Either way, I need a statement from them that my bill is PAID IN FULL and they can then LEAVE ME ALONE. With the amount of complaints and terrible reviews registered with the BBB, how on earth is this company rated A+? Thank you- Ryan
Business response
04/19/2023
Please see attached.Initial Complaint
04/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Last several months and now 3rd replacement mobile lively unit, the device continues to announce it is ready for use at inappropriate, embarrassing times. I have spent many days on tech support for all replacements. They have an issue and it needs fixing. I have had their unit for 8 years +..and it has never done this before...third one came Wednesday 4/5/23 and it has already blasted out 3 times.Business response
04/21/2023
Please see attached....Customer response
04/22/2023
They have left undocumented several other calls and the time their techs fried the new unit and had to send another. When they send replacement units, they do not upgrade them. Then you are on support again while they upgrade. Then you have to call the next day to make sure the upgrade went thru.
I mantain they have a hardware or software bug that need to be addressed for ALL their customers.
As of 4/18 i recd the 3rd replacement for their frying my other unit rec first days of April. From 4/18 till 4/21 that unit woke me up night of 4/20 and greeted the world around me several times from 4/18 till.
On 4/21, I called and cancelled my account. After several months and endless attempts...Lively has not fixed their problem.
I am NOT accepting their answer simply because they have a problem. It affect all customers. One of the MANY techs even admitted there was something that they found in January..but shut up and would not repeat when I asked what again.
I would think they would refund Mach and April charges when i cancelled the account-They would not.
To be it is about ALL customers...a product i relied on causing aggravation...i think they are skirting the verbage to not admit a major flaw....they should be investigated by a Senior watch group
Business response
05/10/2023
please see attached.....Customer response
05/12/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
**** ******* *******
Initial Complaint
03/26/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
Hello, On January 6, 2023 (Friday), I purchased a Jitterbug flip phone from BestBuy store. I uploaded the receipt. The phone did not work properly, and I called Jitterbugs support. I was instructed by Jitterbug NOT to return the cellphone and they will send out another phone to me. They did. I received the 2nd phone and again it did not work either, Got in contact with them again and they said they were going to send me a label and to ship both phones back to them. They asked me if I wanted a 3rd phone. I told them in plain English, please cancel my account. I uploaded the shipping label and the USPO receipt. For weeks we were going back and forth about what is the intent of Lively (Jitterbug) Best Buy. Finally, I found out some truth. I am including the tracking number with the delivery date to them. Lively continued to say that they did not receive the box with the 2 (two) cellphones in it. Finally, after 3 to 4 weeks, they admitted they have the phones. (Wow). On March 10, 2023, I received a call from their customer service, that there is still no word of my refund. Later in the conversation I was informed that I WOULD being receiving my refund. On March 14, 2023, I remembered that Lively had my old address of ***** **** ******** *** #**** ********* ** ****** so I called Lively to update my address to receive my refund. What happened next, triggered this complaint. ****** informed me that the supervisor declined the refund, and I would NOT receive any refund. i asked why, No Reply. I then asked to be able to talk to the supervisor and ****** said I would get a call today. To this date I have not received any call, nor refund for the Jitterbug cell phone. By the way, the Cell Number for my complaint with Lively is 980-987-9838 and it is listed under my name ******* ********. All I am asking for is that I receive my refund of $54.13. In my opinion, Lively (BestBuy) is either incompetent or managed very badly or a bunch of crooks. My question is do they really need the money do this. If so, it is absolutely terrible. You can reach me via me email address or call me at 980-257-6651. Thank you for your time. ******* ********Business response
03/31/2023
Please see attachment.Initial Complaint
03/08/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
Purchased late afternoon on Friday March 3, After install I was not even given a phone # that was in my area code, was given a number for an area about 40 Miles away. Tried to call, But support closes every day at 6PM PST. Called next asking for a number in my area code , was told they would call, never did. This company in unscrupulous, they quote you prices and charge your credit card higher amount. when you call to cancel they tell you account cancelled, but is not, you have to call multiple times. they charge your credit card for service immediately not after a month. Buyer Beware!!Business response
03/13/2023
See attachmentInitial Complaint
02/16/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
About a month ago I ordered a phone from the Lively Jitterbug phone company. I was told by their customer service that the phone would work with the internet to make calls as I live in a place that doesn't have cell service. The phone didn't work. I contacted the company and was told they would send me another phone that would. I received that phone but it didn't work either. I contacted the company again and was told they would send me shipping labels to send the phones back but they still have not arrived. I contacted the company once more and was told they would credit my account for the charges but instead they BILLED me again so I am out another $56. As a senior living on a fixed income I cannot afford them billing my account every month for phones that don't work and I have tried to send back (which will now come out of my pocket since I still have seen no labels come in the mail). Apparently I am not the only one with this problem as there are scathing reviews on consumer affairs from multiple people dealing with this company. Please let them know I am NOT happy with their service or their phones.Business response
02/23/2023
Please see attachment.Initial Complaint
02/15/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
see Attached documentBusiness response
02/23/2023
Please see attachments.Initial Complaint
01/20/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Regret purchase of Jitterbug phone can't use. * Purchased 12/31/22 - Cost $38.75 * 1/4/23 called Lively customer service to set up and transfer over current phone number. Cost $49.48 > Customer service set me up with a temporary number 269-355-0201 due to not having the pin# from other mobile service carrier. > Told once I get the pin call back and they will begin the porting to transfer number. * Contacted other service carrier got pin, immediately called them back. * Customer service stated pin was good and it would take 3 - 5 days for transfer. * 1/6/23 2:14 pm, 5:38 pm and 7 pm - Called 3 times. Told that mobile carrier has a lock on phone number and I need to call them to release it. Current mobile carrier gave me a new pin for transfer. Called Lively again and the final call told that porting team is working on issue and it will be 3-5 business days. * 1/7/23 09:09 am - Called to check status. Told again previous mobile carrier has lock on phone number and I need to call again for release. Confirmed Lively had right pin and they did. Called previous mobile carrier again and told it was unlocked. * 1/11/2023 10:30 am - Called to check status. Again they claimed previous mobile carrier was issue. Explained previous carrier states number is no longer in their system, new provider Lively has number now and service is disconnected. I spoke with a supervisor, told the same thing and assured me porting team is working on issue it will be 3-5 business days. * 1/13/23 9:01 pm - Same scenario, new twist. Account no longer under temporary phone number given, now under number I want transferred. Told again porting is working on it and it will be 3-5 days. * 1/16/23 4:40 pm - Told the number did not port correctly, showing as number on our account but not phone. Told again 3-5 days. Cannot get into my acct online now. * 1/20/23 2:08 pm - Call again - I am told systems are down and they cannot pull up my account try calling back tomorrow. What do I do?Business response
01/26/2023
Please see attachment.Initial Complaint
01/19/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
My elderly mother who lives alone and uses this phone to call me or anyone when she needs something, now has no phone service , she pays her bills , I can’t get ahold of anyone to find out what the problem is , she desperately needs this phone , it’s her only way to communicate.Business response
01/25/2023
Please see attachment.Initial Complaint
01/19/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
On Dec. 29, I ordered phone service for my 103-year-old mother to use while she's in the hospital. The phone came, but it shows another person's name on caller Id when she calls someone. I sent an email about this, but there was no response. As it turns out, the phone is too difficult for her to use, so I want to return it under the 30-day return policy. Evidently, the 30-day return policy is a scam; I waited 45 minutes on hold today when I called to get a return mailing label and cancel the phone. The person who eventually answered said she was unable to do that and I should call back tomorrow! And what? Wait another 45 minutes to talk to someone else who can't or won't help me? What a lousy company! Also, I received an email 2 weeks ago saying my first month's payment had been processed and got a letter today saying they'd been unable to process my payment. When I went online to check my credit card information, the page would not accept my perfectly good credit card 3 times; after that, I got an "oops" page when I tried to log on to my account. What a scam! I want to cancel this account and I want to send back the phone before my so-called 30 day trial period has expired--they seem to just be stalling me until it's too late. Please send my the appropriate information and label to do so and refund my money. I can't imagine how this company has been in business for so long. It's awful!Business response
01/25/2023
Please see attachments.
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Get a QuoteCustomer Complaints Summary
262 total complaints in the last 3 years.
71 complaints closed in the last 12 months.