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Update by user Jan 09

This is about Credo failing and/or refusing to port phone number to new carrier. Law requires that to be done in one business day.

Original review posted by user Jan 08

8JAN18

Attempting to change cell phone carriers, Credo to Consumer Cellular...48 hours in and still no transfer of the main number on the account (the second line was transferred within 30 minutes or so...). Have even had reps from both carriers on the telephone at same time so they could speak to each other.

Credo person, the one who answered the phone actually, claimed to be the "highest authority" I could deal with regarding the problem, clearly not the case since they have a porting department. Have now read several entries online wherein Credo accused of refusing to port (one by a Working Assets employee even [that's the company that owns Credo].

The number in question has been my main business line for more than a decade so this is more than trivial...

Mr. Terry Combs

Product or Service Mentioned: Credo Mobile Phone Service.

Reason of review: Order processing issue.

Monetary Loss: $10.

Preferred solution: Port the number to the new carrier.

I didn't like: Dishonest about number porting.

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TerryCombs47
#1630932

13JAN19 Re: Complaint #13311938; Update (this is a copy of a BBB complaint/response) With regard to the above referenced complaint, and since there appears to be no way on your complaint website to update, here is a status report. Within two hours of your contact with Credo Mobile, presumptively by serving them with the complaint, someone from their corporate office reached out to me via an email.

He apologized for the situation and bade me contact him regarding the assignment of a technical specialist who would be able to ferret out the reason(s) for the failure of one of my telephone numbers to port to the new carrier. As promised, next day when I called he assigned a person to work with me and the new carrier (note here that I had already had a conference call at the customer service level with Credo and the new carrier Consumer Cellular wherein all three of the parties discussed the situation without achieving a resolution to the problem). Gentleman assigned was enthusiastic, knowledgeable and began immediately to reach out to the new carrier. He experienced some difficulty when first contacting Consumer Cellular even though they had been given carte blanche to speak to Credo reps in several previous contacts.

Then, due to my contact with the corporate area of Consumer Cellular (via email to the CEO), Consumer Cellular also assigned a corporate level person to work the problem. Once the two corporate level folks got together, the solution presented itself and away we went to a resolution and, finally, a porting of the number as required. Note here that the problem was technical and appears to have been on the Consumer Cellular side of the situation. Short explanation, Consumer Cellular is an MVNO, essentially a reseller of product from, in this case, T-Mobile.

Technical problem was with T-Mobile's system. Resolution of this was not possible at the basic customer service level, or so it seems. Wonder what would have happened at Credo had I not filed a BBB complaint and researched how to get to folks above basic customer service at Consumer Cellular involved. Methinks I'd still be waiting...

What that means to me is that BOTH companies need to take a hard look at their respective customer service systems and ask themselves: "At what point does a customer service situation escalate to a person/entity with real authority to completely resolve a situation". At Consumer Cellular I was briefly contacted by someone claiming to be a supervisor. That person did not follow up when she could not resolve the situation and I was again left with basic customer service reps reading off of scripts...Roughly the same with Credo although with them I never got above the basic customer service rep, all of whom claimed to completely vested with the ability to "take care of any problem". Clearly that was/is not the case...

And for the record, while this was about me and mine, I do have concerns for the next fella... And for the continued success of two fine businesses...Maybe a consumer ombudsman folks? Something else at any rate, please... Mr.

Terry L. Combs tlcllabp@gmail.com 903-343-1231 cc: John Marick, Consumer Cellular; Ron and Mario, Credo Mobile

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