Company Response
3/4/2022
On behalf of Best Buy Health, Inc. dba Lively ("Lively"), maker of the Jitterbug and Urgent Response, this letter is submitted in response to the above-referenced complaint. We appreciate the opportunity to respond to customer complaint and have completed an audit of her account. Our records show that customer established her account on October 27, 2021, with the in-store activation of a Jitterbug Flip2 phone at a Best Buy retail location. At that time, she selected a monthly service plan that included Unlimited Talk and Text for $19.99, plus taxes and fees. At that time, a Visa card ending in 9297 was setup for automatic payment and the one-time Service Activation Fee of $35.00 was deferred to the first monthly service statement.
On October 28, 2021, the first monthly service statement was generated in the amount of $69.22, which consisted of the monthly service charges described above and the one-time Service Activation Fee that was deferred. We tried to process the payment with the Visa card on file the, but the transaction was declined. The new charges for this statement would cover the billing period from October 28, 2021, to November 28, 2021. On November 9, 2021, customer called our Customer Service team to review the billing and we collected a payment in the amount of $69.22 using a MasterCard ending in 3731. On November 28, 2021, a new monthly service statement was generated in the amount of $29.11. which consisted of the monthly service charges described above. When we tried to process a payment using the Visa card ending in 9297, the transaction was declined. Charges for this statement would cover the billing period from November 28, 2021, to December 28, 2021. On December 28, 2021, the next monthly service statement was generated in the amount of $58.22, which consisted of new monthly service changes in the amount of $29.11, plus the previous unpaid balance of $29.11. Charges for this statement would cover the billing period from December 28, 2021, to January 28, 2022. On December 31, 2022, customer called our Financial Service team and requested to cancel her service. The account was set to close at the end of the billing period. She then asked for an explanation of the taxes assessed and her call was transferred to our Customer Service team. While on hold for our
Customer Service, customer disconnected the call. On January 22, 2022, customer followed up with our Financial Service team to discuss the outstanding balance. We confirmed that there was an unpaid balance of $58.22 and offered to collect payment with a debit or credit card over the phone but she declined to do so at that time. On January 27, 2022, the account was closed because the billing period had ended. After reviewing Ms. Givens' account, we can confirm that there was consistent usage in the billing period from November 28, 2021, to December 28, 2021, and that the charges for this billing period, $29.11, are considered due and payable. Although there was also usage recorded in the final billing period from December 28, 2021, to January 28, 2022, the usage was minimal and was restricted to the first couple of days of the cycle. As such, we will waive the charges representing this period, $29.11, as a one-time courtesy. The final balance due has been adjusted to $29.11 and payment can be made by calling our Customer Service at 1-800-733-6632, between 6am and 6pm Pacific Standard Time or by mail to the following address: Lively Financial Services
P.O. Box 4428
Carlsbad, CA 92018
We apologize for any inconvenience this may have caused.
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