ComplaintsforConsumer Cellular

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I GOT A CELLULAR PHONE IN 2023, IT WAS PUT INTO MY UNCLES NAME AND THEY SAID IN 6 MONTHS ALL I HAD TO DO WAS CALL IN AND TO HAVE MADE ALL MY PAYMENTS ON TIME AND THEY WOULD TRANSFER OVER TO MY NAME. NOW TODAY I WAS TOLD NO U HAVE TO PAY THE PHONE IN FULL TO DO THAT, THAT IS C*** I TALKED TO A VERY NASTY SUPERVISOR AND SHE PRETTY MUCH SAID THAT I WAS A LIAR, ALTHO I HAVE A WITNESS WHEN I WENT IN TO GET THE PHONE SHE SAID UNTIL ITS PAID OFF NOTHING CAN BE DONE, THAT IS NOT TRUE THEIR ARE EXCEPTIONS TO EVERY RULE I NOW REALIZE THE GUY IN CONSUMER CELLULAR DOWN AND OUT LIED TO ME TO GET MY ****, THAT IS WRONG AND I WANT THIS MADE RIGHT I HAVE NO PROBLEM LETTING EVERYONE KNOW HOW YOUSCREW PEOPLE OVER TO GET THE **** AND YES I AM MAD!!!!!!!!!!!

  

  Business response

  09/10/2024

  September 10, 2024
  
  BBB 22261520
  ************************* (#XXXXX1704)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any incorrect expectations regarding transferring an account to another person. 
   
  When transferring financial responsibility to another person, that person must meet the requirements to have an EasyPay payment plan based on a credit check. The credit check is used to determine whether a customer will be required to have AutoPay and if they are approved for our EasyPay payment plan on phones. We do not know if someone will be approved for EasyPay until after the credit check is performed. 
  
  *********************, an authorized secondary user, requested to take financial responsibility for this account but did not qualify to take over the EasyPay payment plan. A full payment of the remaining EasyPay plan of $592.00 would be necessary to take over the account in this situation. Unfortunately, we do not have a way to override this requirement. Should ************** wish to start a separate account, EasyPay eligibility begins after seven months of positive payment history in an account in their name.
  
  Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance. 
  
  Sincerely,
  
  ********************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com
  
  
  
  

• Initial Complaint

  09/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last night my voice mail was locked w/no explanation. A different VM # showed on my phone of ************. I tried calling it twice, there's nothing set up. I called the # I have since inception of ***************** said its locked. I think its hacked. I don't use internet, have no ****** acct, dont use apps. I logged into my account online to see if there was an issue. There is a message saying my mins. are almost used. I have unlimited mins. I called today & spoke to a *** w/poor listening skills. She didnt understand anything, had no clue how to resolve it. They teach their staff to reset everything erasing your prior info. She wanted to reset my VM password, didnt tell me it would erase my entire VM till I asked. Ever since the new CEO came onboard the co. has gone down customer service, ************ level wise. They increase my costs but not service or customer service. That person I spoke to was clueless. I told her the same things 5/6 times she couldn't remember. I asked about the 214 # & how to resolve it, she didn't remember what I said & wanted me to ***eat it, I refused, got mad & demanded a supervisor. She said she was talking to her supervisor who told her they have no way to tell why my VM is locked & don't know how to unlock it without resetting it. I requested an SMS code to verify me to access my account online twice, the code never came through until 12:42 AM MST. I hung up & called back. I was transferred to a supervisor who had the loudest noise in the background that sounded like a TV. She said it was a work environment. She yelled at ******** to turn it down. She refused to take me off of speaker phone, I hung up. My phone doesnt work as it should, they didn't resolve it & never care about my filing complaints. They can't resolve IT issues, want to reset or change my #. I have no access to my VM. I'm job hunting, now can't get VMs if I cant answer. If I lose a job opp because I can't access my VM I will sue them.

  

  Business response

  09/09/2024

  September 09,2024
  
  BBB 22257053
  *************************** *****3110
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We value our customers and want them to have the best experience with our customer service and products. We are sorry to hear this is not what the customer experienced.
  
  We spoke with *************************** regarding her concerns about her customer service experience,and the phone issues she has been enduring. We assured ******* that we have forwarded her concerns to the appropriate department for further review and training. ******* explained she will be transferring to a new provider, so we provided the steps and information necessary for her to transfer her Consumer Cellular phone number. We will be waiving any invoice that generates once the account is canceled, and Yolandes phone number is transferred.
   
  Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.
   
  Sincerely,
  
  ****************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com

• Initial Complaint

  09/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  1. Was not receiving any text messages on 9/2/24. Called customer service and got it fixed. No reason given why this happened. 2.Could not pay account online on 9/7/24. Kept getting payment error.3. Called to pay account. Automated system said I need to activate a phone. That phone was returned, so this should not be in the system.4. Tried to relog into my account. Had to request a passcode. Did not receive it three times and never received by text. 5. **************** knew nothing about anything above.

  

  Business response

  09/09/2024

  BBB 22255145
  ********************* (#*****4599)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We value our customers and want them to have the best experience with our customer service and products. We are sorry to hear this is not what ************ experienced. We tried to reach the customer but could not get in touch. We are happy that our U.S.-based customer support team resolved the issue ************ experienced, and he can now send and receive text messages. Additionally, when ************ contacted us to make a payment through our automated system and was prompted to activate a phone order, this was due to an automated activation prompt needing to be canceled in our system. This has since been resolved.
  
  On 9/7, when ************ tried logging into his account, the multifactor authentication passcode would not send due to a network issue. This was a known issue communicated by our carrier that they were experiencing issues with the text messaging feature, which was resolved that same day. The customer can now receive the multifactor authentication code when logging into his online account.
  
  We apologize for any frustration that these issues may have caused. We appreciate **************** feedback as we constantly seek ways to serve our customers better. We have forwarded his concerns to the appropriate department for further review and training. If the customer experiences further issues, he is welcome to contact our customer service department at ************ or live chat at **********************************************.
  
  Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.
  
  Sincerely,
  
  **************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com

• Initial Complaint

  09/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They charged me the 137 twice due to moving my due date to a different date without my permission or my request

  

  Business response

  09/11/2024

  
  
               
  September 11, 2024
  
  BBB 22252500
  ********************* (*****0122)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. After reviewing the account the customers billing cycle was changed on 8/5/24, which was reverted back on 8/9/24. This resulted in the customers balance of $259.01. Since this incident was the fault of CCI, weve waived the requested balance of  $137.21. The customer called in shortly after and paid their corrected balance of $121.80. 
   
  Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance. 
   
  Sincerely,
  
  ****************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com

• Initial Complaint

  09/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received an offer letter from CC for 2 lines of unlimited talk/text/data for $50/mo. I called to accept the offer on 8/05/24, at 1:53 p.m., and spoke to ***** in *******, ******. We spoke for over 30 minutes as I had many questions. He assured me that this was my price for my service. I inquired about the 5% AARP discount, and he applied it to my account bringing my monthly service to $47.50. He did not say that this was a one-month only offer. I canceled my old service because this was a good deal. I got my bill today, and it was $61.75. I was being charged $50 for line 1 and $14.25 for line 2. When I called to inquire about the amount, I was told that I only owed $50.89, and they sent me a new bill, but I was also told that this rate was for one month only!!!!! There is nothing in my confirmation letter that says this. It says my monthly rate is $47.50.I never thought that Consumer Cellular would be a bait-and-switch company, especially taking advantage of seniors and AARP members. I will report this to AARP as well. If this indeed the case and my rate will be going up to $61.75 next month, I will be canceling my service.

  

  Business response

  09/08/2024

  BBB 22252238
  ******************* (#*****0270)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear about ************** frustrations surrounding their monthly billing. Since 10/01/2022, we have offered a unique rate plan of $55-for-two, to customers who are **** members. The plan is $55 monthly before taxes for two lines of service with unlimited talk, text, and data. To be eligible for the plan, customers must be active **** members, and the account must always maintain exactly two cellular lines, no more or less.Customers must also enroll and stay on the unlimited plans for the $55-for-two discount. We will use a code to apply the rate to the customers account.Callers do not need to provide a promotion code.
  
  When ************** signed up for service on 08/05/2024, her rate plan was not updated to the **** $55-for-two plan. Instead, she was on the unlimited talk, text, and data plan at $50 with an additional line fee of $15, which would have made her invoice $65. Since she signed up using the Add-A-Line First Month Free - New Customers promotion, the additional line fee was waived, resulting in her invoice charges being $50.89.
  
  We spoke with **************, corrected her rate plan, and apologized for any misunderstanding or misinformation that may have been provided. We value our customers and want them to have the best experience with our customer service and products. We appreciate the feedback ************** has shared and are constantly looking for ways to serve our customers better. We have forwarded her concerns to the appropriate department for further review and training.
  
  Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.
  
  Sincerely,
  
  **************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I canceled my account with ********************** prior to my ****** billing date expecting to receive no further bills from them. However, despite cancelling ahead of the billing date not only was a payment deducted for ****** they have now taken a second prorated payment for September. I received a notice that this would occur on 9/10 but they took the payment on 9/5. I feel like they are trying to take advantage of seniors by making their policies and procedures confusing. Regardless of any odd billing cycle issues I see no justification for over a month of additional charges being taken from my account after I cancelled my service. I have been charged for service I have cancelled and never used.

  

  Business response

  09/06/2024

  September 6, 2024
  
  BBB File No. 22244095
  ********************* (Account No. **********
  
  
  To Whom It May Concern, 
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Consumer Cellular bills in arrears for monthly services and usage, much like a utility company. Simply put, the customer is not billed for the services and usage until after the billing cycle closes. We are not a prepaid provider and we do not have contracts; service is month to month and will remain active until we receive a request to cancel service. When an account is closed, there is always a final bill for service through the cancellation date. 
  
  On 9/05/24, we explained to ********************* that the invoice that was due on 8/20/24 for $30.35 was for the service dates of 7/01/24 7/31/24. When his service was cancelled on 8/15/24, a final invoice generated in the amount of $17.27 for the prorated service dates of 8/01/24 8/15/24. ************** can confirm these service dates beginning on page two of his invoices. As valid usage reported through the cancellation date, no refund is due as the charges remain valid. 
  
  Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance. 
  
  Sincerely,
  
  **********************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com
  

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family transferred our three cellular phone numbers to Consumer Cellular from another provider. After multiple issues, we decided to leave Consumer Cellular. We requested transfer PINs for all three of our lines and Consumer Cellular provided them. We placed a transfer order with the new service provider and were told that there was a problem and that our phone numbers were not being released by Consumer Cellular. When we contacted Consumer Cellular, they said that the transfer PINs probably expired because they expired after five days. It had not been five days, but whatever. They provided new transfer PINs. We had to place a new order with the new service provider and provided the new transfer PINs. Again Consumer Cellular refused to release our phone numbers to the new service provider. When we contacted Consumer Cellular, they said it was because the new service provider was not providing our address to them. If I, as the account owner, have requested a transfer PIN, ********************** has generated it, and I have given it to a new service provider, why is Consumer Cellular choosing to hold our three numbers hostage on an administrative technicality? I'm sure they are hoping we give up and stay with them. Valuing profits over customers, especially when ********************** specifically targets seniors, is gross and predatory.

  

  Business response

  09/11/2024

  September 11, 2024
  
  BBB #********
  ************************* (#XXXXX2675)
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Were sorry to hear that our service is not working out for *************************. They can absolutely transfer their numbers to another provider. To do so, they must contact a new service provider and ask them to request a transfer of their numbers. Their numbers must remain active with Consumer Cellular during the transfer process. The new service provider must submit the following information for transfer: 
  
  Consumer Cellular Account number
  Secure Port Out PIN (unique for each line)
  The account holder's first and last name and billing address
  The last 4 digits of the account holders Social Security Number.
  
  Once we confirm this information, we will release the numbers, and cancel the customers account. We provided the Secure Port Out PINs for all of ************************* lines on 9/04/24. However, it appears that the new service provider is submitting incorrect PINs for each line. The customer will need to contact our phone support at ************ to receive new Port Out PINs, and have the new provider resubmit their requests. As a security measure, we are not able to release the number if the PIN does not match what we have on file. The customer can also contact the new provider and request a conference call with our customer support at the number above to ensure the PINs are provided and can be verified for each line.
  
  Thank you for allowing us to address these concerns.  Please do not hesitate to let us know if we can be of additional assistance. 
  
  Sincerely,
  
  **************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com
  
  

• Initial Complaint

  09/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Consumer Cellular has been taking money and billing me for plan services for insurance on a phone that was cancelled 3 years ago. I have been paying insurance on a phone that has been cancelled and they promised a refund three days ago. When I call all I am being told is nothing but untruths and excuses. As an elderly 72 year old I feel I have been a target ?? by this company because they made me believe I was safe in their hands but now I feel victimized by this company. I want what is entitled to me and promised to me since it's my money. They need to stop victimizing the elderly community.

  

  Business response

  09/02/2024

  September 2, 2024
  
  
  BBB #********
  ************************* (#XXXXX4079)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We spoke with ************************* today.  
  
  We are sorry to hear about the issues regarding an additional AppleCare+ plan. ****************** originally ordered the iPhone 11 on 1/29/2021. On 3/10/2021, an exchange was set up for an iPhone 12. Unfortunately, on 3/30/2021, the exchange was denied as the iPhone 11 had a damaged screen. We did not cancel AppleCare+ because had ****************** wished to return the iPhone 12 upon the return being denied or wished to use AppleCare+ to replace the damaged device; we would not have been able to reinstate the AppleCare+ on the iPhone 11.
  
  AppleCare+ is different from a typical protection plan, as it follows the phone itself whether it is active on the account or not. As a courtesy, we have stepped outside our normal policy and provided reimbursement for the equivalent of 6 months of AppleCare+ payments, a total of $50.00. While this may not be the expected outcome of a full reimbursement, a portion of the responsibility does lay with the customer. As a customer they are responsible for reviewing their invoices and understanding the charges therein.
  
  Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.
  
  Sincerely,
  
  ********************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com

  Customer response

  09/02/2024

   
  Complaint: 22225836
  
  I am rejecting this response because: 

  Consumer Wireless assured me through several of their associates and supervisors I was going to receive a credit of $300.00 to my checking account. I have had 2 brain surgeries I live alone and I am 72 years old. My daughter has been speaking on my behalf and because of my health I don't always understand terms from big businesses such as consumer Wireless. Their behavior through our this process has been disappointing and disrespectful. A credit of $50 is not only insulting but cheap.
  Sincerely,
  
  *************************

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Thursday at about 9 PM Eastern standard time. I submitted an order online to activate an eSIM on a device. I already owned and import my number from T-Mobile upon entering all the information I realized I put the wrong telephone number into the port box so I called Customer Support and got a lady who was on the phone for about 45 minutes with she got the eSIM INSTALLED, BUT IT WASNT WORKING WE FIGURED OUT THAT IT WASNT PORTING IN SO SHE CONTACTED ANOTHER DEPARTMENT AND THEY GOT IT TO PORT IN AT THAT MOMENT. SHE SPENT SOME TIME AND CAME BACK ON THE LINE AND TOLD ME THAT I WOULD HAVE TO TRAVEL AN HOUR AND 30 MINUTES TO THE NEAREST TARGET TO PURCHASE A PHYSICAL SIM CARD To which I told her I was unwilling and that the eSIM needed to be activated SHE SAID THAT THEY COULD NOT DO THAT BECAUSE THE SYSTEM WOULD NOT LET THEM AND THEN I WAS BASICALLY TO BE WITHOUT PHONE SERVICE FOR THREE DAYS WHILE WAITING FOR A NEW SIM CARD TO ARRIVE. I TOLD HER THAT I HAD AN ELDERLY FAMILY MEMBER WHO HAD TO CONTACT ME ON THE TELEPHONE NUMBER AS WELL AS MULTIPLE BUSINESS CONTACTS AS I OWN AN LLC, I WANTED TO SPEAK TO A SUPERVISOR WHO WAS A MAN ON THE LINE AND WAS VERY RUDE AND DISRESPECTFUL. HE HAD INSTANT ATTITUDE AS SOON AS HE CAME ON THE LINE AND HANDLED THE CALL VERY POORLY AND TOLD ME THAT I NEEDED TO CALL BACK IN THE MORNING OR GO TO THE STORE AND BASICALLY THAT HE DID NOT CARE THAT I DID NOT HAVE PHONE SERVICE, WHICH IS RIDICULOUS , I TOLD HIM TO NOTE THAT I WOULD BE FILING THIS COMPLAINT WITH THE BETTER BUSINESS BUREAU AND I WAS VERY DISSATISFIED. I ASKED HIM IF I COULD PORT MY NUMBER BACK TO T-MOBILE AND HE STATED THAT I COULD NOT BECAUSE I COULD NOT RECEIVE A TEXT MESSAGE TO THE NEW PHONE SO I STATED YOURE BASICALLY HOLDING MY TELEPHONE NUMBER HOSTAGE AND UNWILLING TO HELP IM VERY DISSATISFIED WITH CONSUMER CELLULAR HANDLED MY WHOLE INTERACTION SPECIALLY THAT IVE BEEN A CUSTOMER FOR LESS THAN 24 HOURS AND IVE ALREADY SPENT OVER AN HOUR HOUR ON THE PHONE TO RESOLVE IT.

  

  Business response

  09/03/2024

  September 3, 2024
  
  
  BBB #********
  *************************** (#*****0153)
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.  We apologize for any inconvenience caused when *************************** reached out to our customer service team when activating their service.  We have spoken with our customer and the activation and transfer of his number from the previous provider was completed on 08/30/2024.
  
  We appreciate **************** bringing to our attention their recent experience when speaking with our customer service representatives and supervisor.  We value our customers and want them to have the best experience with our customer service and products. We are sorry to hear this is not what *************************** experienced.  We do appreciate the feedback shared and are constantly looking for ways to better serve our customers. We have forwarded our customers concern to the appropriate department for further review and training.
  
  Thank you for allowing us to address these concerns.  Please do not hesitate to let us know if we can be of additional assistance.
  
  Sincerely,
  
  **************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 17th 2024 I canceled my service with consumer cellar. I asked what my balance was and got told I was paid in full. I got called August ******* they tried to charge me ******. They said I still had service on 2 pads. I switched to ************************ on July 17th 2024. I changed **** cards on all. They said it was my fault they didn't cancel it. I don't owe them anything.

  

  Business response

  08/28/2024

  August 28, 2024
  
  BBB #********
  ************************* (#XXXXX2963)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We value our customers and want them to have the best experience with our customer service and products, even when they choose to leave our service. We are sorry to hear this is not what ****************** experienced. We appreciate the feedback shared and have forwarded Ms. ******** concerns to the appropriate department for further review and training.
   
  We have applied a $97.38 credit for periods of non-usage for lines and services. Ms. ******** final balance is $9.12, which covers the usage from 7/3/2024 to the cancelation date of 7/17/2024 after credits. We have arranged for this final payment on or before 9/21/2024. There will be no further charges.
  
  Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance. 
  
  Sincerely,
  
  ********************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com
  
  

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