Complaints

This profile includes complaints for Consumer Cellular's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Consumer Cellular

  12447 SW 69th Ave Portland, OR 97223

  
• 

  Consumer Cellular

  PO Box 7175 Pasadena, CA 91109-7175

• 

  Consumer Cellular

  7204 SW Durham Rd Ste 300 Portland, OR 97224-7574

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/01/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. CONSUMER CELLULAR will not talk to a customer without a pin but they do not email you a pin or tell you where to find it. When you call they ask for the pin so there's no way to communicate with them. 2. They insist that you're using data even when you have proof on your phone that you have not used any data. Then they increase your bill because you "USED" too much data!3. They refuse to give refunds even if you have not used the service because you HAD to move to another carrier because you could not get up with C Cellular. This company used to be good but within the last 2 years, they have become thieves and most unreasonable. My account with them is *********. I believe they owe me a lot more than this but I will settle for $48.00 and never having to deal with them again! So frustrating!

  

  Business Response

  Date: 03/06/2023

  March 06, 2023
   
  BBB 19522055
  *********************** (#XXXXX5297)
   
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for the frustrations that the customer has experienced with the **** We have tried reaching the customer and have been unsuccessful.
   
  Consumer Cellular takes the security of our customers very seriously. We have recently updated our account security policies to protect the customer and comply with new FCC guidelines. Before fully accessing the account, we need to verify or create a PIN for account access. To change or add a PIN, we verify the account by sending a text message with a one-time passcode to the cell phone. Once the customer receives the passcode, they provide that to our customer service representative to update the account with a permanent PIN that will be used to verify the account on all future calls or chats. If the customer is unable to receive a text message, the customer must first confirm the **** number of their cell phone to verify the account. Once the **** is confirmed, the account is then updated with a permanent ****
   
  When transferring a number out to protect our customers and their private information, we have several security requirements before a number is released to the new provider. All customer information, as well as a number transfer pin, must be submitted and matched before a number is released to a new provider. In this case, incorrect information was provided when the number transfer was submitted, causing the delay. Once accurate information was submitted, the number was released to the new provider.
   
  Data usage reports are sent in multiple different methods. This includes the tower sending us the estimated total data used without the specific usage segments, which break down the time periods that show up on the customer's usage reports. This is referred to as estimated or pending data usage and is how our automatic upgrade system determines if an account should be upgraded or not. The other way the tower sends us usage is the fully confirmed data with the specific breakdown of all usages. This often ends up being in line with or lower than the estimated usage amounts. When we receive these usages, account usage is updated to reflect this, and your online account will begin showing this updated usage. The data may be different. The phone may report data differently than we do, also the billing cycle that the phone is set up to may be different than the actual billing date.
   
  Consumer Cellular bills are in arrears for monthly services and usage, much like a utility company. We are not a prepaid provider; service is month to month. An account will remain active until we receive a request to cancel service or until the phone number ports out to another provider. When an account is closed, there is always a final bill for service through the cancellation date.
   
  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

  Date:03/01/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  During the time that I was getting my phone service from consumer cellular, I ALWAYS prepaid by check (month to month account). Every receipt that they sent included a notice prodding and harassing me to give them a credit or debit card number. 4 months ago I switched over to **** mobile and stopped sending Consum. cell. checks for my month to month service. End of story? (nope!). They continued billing me as though we had something other than a month to month arrangement (account # *******************. I called and spoke to one of their reps and asked that they stop trying to rip me off with fraudulent charges and threats of collection agency action. End of story? (nope!) Got a collections notice today. How sad that they would try to steal from this senior citizen (and probably others) with such unashamed audacity! While I never had any phone service issues with them, their constant, never ending, nagging about paying with a credit or debit card set up soured me on them (the love is gone). While I understand that, nowadays, such evil tactics are considered a fair way to steal from consumers, I'm hoping that you folks can help me out with some BBB good guy justice. My account is with the ********, **. office.

  

  Business Response

  Date: 03/03/2023

  March 03, 2023
   
  BBB 19522217
  ********************* (#XXXXX8812)
   
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We have spoken with ************** regarding the final billing of his service and explained the charges. Consumer Cellular bills in arrears for monthly services and usage, much like a utility company. We are not a prepaid provider; service is month to month. An account will remain active until we receive a request to cancel service or until the phone number ports out to another provider. When an account is closed, there is always a final bill for service through the cancellation date. ************** did not contact us to cancel the service, leaving the account open and continuing to bill for those months.
   
  We have reviewed the account, and do see that the ************** did stop using the service in December 2022, as a courtesy to our customer we have credit all charges after the usage had stopped. We explained to ************** that the billing on the account is for usage through that time. Customer declined to make a payment at this time, we have offered to resend any past bills for him to review. Which the customer also declined. 
   
  We consistently look for ways to improve the service we offer, and feedback from our customers is imperative to our growth and improvement. We place heavy emphasis on our customers opinions as to how we may provide a better service to them. We appreciate **************** feedback regarding the auto pay option available and taking the time to discuss the situation with us.
   
  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 Answer

  Date: 03/04/2023

   
  Complaint: 19522217
  
  I am rejecting this response because: When my ******************* began (1st week of November) I tossed my Consumer cellular phone into a drawer. I caught ****** in an outright lie when she told me that I was actively using Consumer cellular service thru December (oops!). Liar, liar pants on fire! So, not only did she lie to me, she also lied to you folks. Shame on you Consumer cellular! ****** was trying to squeeze money out of me for services I never used...with a lie. How truly pathetic. Now I understand why their ratings on trust pilot are beyond dismal. Those smiling geezers on their commercials, should be ashamed to be endorsing such an unethical company. When small children lie, well...they're just kids. When a grown adult lies to this senior citizen then our conversation is over. I'm also left wondering how many of their other customers do they so blatantly lie to. How very sad.

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Consumer Cellular sales will say anything . Irrespective of facts. I understand having to sign for new phone. Too expenive to leave on door.I work . I cannot sign for phone. I get email saying in 2 days they are shutting my current line off. Post office closes at 5. I am not even home at that time.I had to call and ask them to please not disconnect my phone. I can't pick up new phone for days.Moronic that I had to even ask that. That was a 45 min phone call. No one told me app for visual VM on phone not compatiable on new phone. Why is it there? I need to read VM at work. Not have noise or phone to ear. Not acceptable. No phone almost all day Saturday. All day Monday. No exageration.Thanks for telling me phone activated on your end. I assure you, it was not. 5 hours one day and 9:44 till 5: 44 TODAY. My day off. I have screenshots of calls I made . Want them? Multiple disconnections that occurred.. I spent a total of 12 hours dealing with their incompetence and sales lies.CONSUMER CELLULAR WILL TAKE YOUR MONEY AND ALL THE LIES, MISINFORMATION THEY TELL YOU ARE ALL YOUR PROBLEMS. NOT THEIRS.SORRY, NOT OUR POLICY TO FIX THE LIES WE TOLD YOU. Consumer cellular blew my 2 days off . I should at least have next two months free. I signed up for insurance first day. Hey, never actually made it to account. Just great. Had to sign up for 2nd time. Is is 3rd time the charm? 12 hours, a ton of garbage with untrained and don't bother attitudes from a good portion of staff. Everything sales told me was wrong. DO NOT USE THIS COMPANY. THEY TELL YOU NEW PHONE CAN USE CORDLESS CHARGER . NO ,IT CANNOT. I want 2 months free phone service for 12 hours of frustrating, running around in circles with severely untrained staff that set me so far back.I l burned all available daylight for 2 days, Plenty more calls to show . Missed 6 calls today. No ringing. Yes, sound on in settings and side of phone.Phone right next to me.

  

  Business Response

  Date: 03/02/2023

  March 2, 2023
  
   
  BBB 19509138
  *************************** (#*****1276)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding Ms. ******************* complaint and allowing us the opportunity to respond.  We apologize for any inconvenience caused when setting up their service and the availability of visual voicemail with their new phone.
   
  While Consumer Cellular offers visual voicemail, not all phones are compatible with the feature.  *********** Galaxy A13 ********************** purchased from us, unfortunately, is not compatible for use with visual voicemail. While the phone does come from ******* with an app for visual voicemail pre-installed, the Galaxy A13 is not compatible with the feature, and we do not have the option available through our network provider to enable visual voicemail on this device.  We apologize for any inconvenience this has caused and have applied a $25 credit toward their first invoice.
   
  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

  Date:02/27/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have called the company -Consumer Cellular- many times to try to resolve this issue. I am new to this product and made 11 calls to them to get them to help me login to their web-site so I could determine my "Data usage," but none of the 11 (8 CSRs and 3 sups) were able to help me accomplish this. As a result, I went "over" the "unlimited" figure and they "throttled" me- -slowed down my service and made Zoom impossible. I go to 3 classes a week on Zoom so lost out on 9 classes total that I can't get back. This happened in the billing cycle of 1/13/23 thru 2/13/23.

  

  Business Response

  Date: 03/06/2023

  March 06, 2023
   
  BBB 19508662
  ***************************** (#XXXXX5214)
   
   
  Dear BBB,
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We have tried to reach out and speak with the customer but have been unsuccessful. We apologize that the customer is experiencing difficulties setting up an online account.
   
  If a customer is receiving the error message "We are sorry there was a problem updating your new password", they will need to accept cookies for our website in order to resolve this issue. This can be done on our website by clicking OK on the right side of the dark blue bar at the bottom of the page.
   
  Customers should use an updated browser, preferably Chrome, and clear their cache and cookies. They will want to exit out of the browser and then reopen it. If they are still experiencing difficulties accessing their online account, the will want to contact customer service at ************ or via 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

  Customer Answer

  Date: 03/10/2023

   
  Complaint: 19508662
  
  I am rejecting this response because: I appreciate the company's responding to my complaint.  There are a number of points in their response

  needing clarification.  Regarding their claim that they were "unsuccessful in reaching me": they left me a voicemail on Friday March 3 requesting that

  I called Company back to discuss my complaint to the Better Business Bureau. They left voicemail for me 3/3 .  I did want to discuss with them my

  complaint and so called them back very first thing next business day Monday morning 3/6 at the number given me March 3, but they have never gotten back to me.  

  Regarding my complaint itself, I would like to address the facts of the matter.  *********** in its response to my complain ignores the fact that I am

  not complaining that I am not presently able to login to their system, but about their workers (11 of them) being unable to help me log in the last period,

  1/14 to 2/14.  This is what I am seeking remedy.  *********** in its answer to my complaint gives a way of logging in, so as to find out about one's data usage.

  As a matter of fact, two or three of their workers tried this very method- -"delete cookies"  and were unsuccessful.  11 of their workers (3 sups too) were unable to help

  me; I finally received help from *******, supervisor, *******, who helped me log in.  I was not able to attend classes on Zoom due to company "throttling" me

  and am seeking redress for missing out on 6 of my classes on Zoom due to the inabilities of their workers other than *******. Unable to find data usage-no log in.
  Sincerely,

  *********************

  

  Business Response

  Date: 03/15/2023

  March 14, 2023
  
  BBB ******** Rebuttal 
  ***************************** (#XXXXX5214)
   
  
  Dear BBB,
  
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We have spoken with the customer regarding the online account access not working and the slow data speeds the customer experienced; the customer has confirmed that the only access is now working. The slow data speeds will be resolved when the customer billing cycle starts over.
   
  We have credited the customer for a month of service to our long-standing customer for his difficulties.
   
  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

  Date:02/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Acct.#********* On 03/22/22 I received March Consumer Cellular bill ****** Date 02/01/22 - End Date 02/28/22). I got a shocking surprise that the total charge amount was $427.58 (1). I thought it was a mistake. Then I looked for last bills, very confused and stressed, I found out that on Feb ***** ****** Date 01/01/22 to End Date 01/31/22), this company had charged me $351.27 (2), amount that already have been deducted from my credit card "autopay". These excessive cell phone service charges are shocking to anyone, but mostly to me as my service charges have been $41.00 not higher than $49.00, for the past five years (since 2017) I have been with this company.On that day 03/22/22 I called and spoke to ****, online chatted with ****************, ****************, ****************, ******* M., and ***** going in circles with not understanding, not help ********** pay". The company is recommended by AARP for Seniors, to get discount "Low rates & great service" (3). On July 2017 I requested the abroad service. Never processed. I sent a text asking to connect it (4). No response. Next years I traveled and I never had the abroad service. I was able to use social media with WiFi but nothing else (no charges). On 02/21/21, I called again requesting the service; however, the international service never connected. I had to buy a new phone for the emergency I had. When I returned from my trip I didn't follow it, because I assumed that happened the same years ago. I wasn't aware I got the connection. On Jan 2022, I traveled again and I used the new phone I bought for that country. I am positive I didn't used Consumer Cellular for international service. I got charged for 12 days of Jan. $351.27 and for half of day on February 02/01/22 the amount of $427.58. That company's excuse is: *** international roaming was enabled and no disable, the phone connected to towers, with talk, text and data usage reported. They don't assume responsability of the wrong service. (5,6) Texts from my other phones.

  

  Business Response

  Date: 03/03/2023

  March 01, 2023
   
  BBB 19503783
  *********************** (#XXXXX1612)
   
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for the frustrations that the customer has experienced with the international roaming billing. When a customer roams on international towers, we cannot guarantee that the service or all features will work outside the U.S. *********** and available features are determined by the carrier to which the phone connects outside the U.S. The Device can transmit and receive data messages without user intervention and generate unexpected charges when powered on outside *****************.
   
  We have reviewed the account and international usage. As international roaming was enabled at the customers request, with no request to disable the feature, the phone connected to international towers, with talk, text, and data usage reported, we are not able to offer credit for usage reported while they traveled outside of the U.S.
   
  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 Answer

  Date: 03/03/2023

   
  Complaint: 19503783
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

   

  Customer ********************** is not taking responsibility, at all, of what they have suppose to do. They offered the best affordable telephone cellular service, specially for seniors and they are not doing that. I decided to make this second complaint to them, because I read that there are many other customers complaining of the same issue. Their response is not acceptable, because they must explain why they failed to connect on 2017 the international service when I requested, the first time. They didn't do it and never did. That was a failure of their part not taking care of the customer request, very wrong. By 2021 it was requested again the international service, and they again didn't deliver the service. For second time ignored my request and It was very convenient for them to connect the service when they feel like doing it.

  First, by year 2022 I wasn't aware that it was connected the international service, because I requested on 2021 not for 2022. It stayed connected, because I never knew that they connected later, on 2021 when I didn't need it anymore for that year. If I could be advise that I had that service for 2022 it could be foolish on me to use my phone out of the country to get a a bill of $800.00. I am a senior with low income and I have not the possibility to spend that kind of money on a cellular service. I cannot assume the responsibility of the Customer ********************** business' failure. They have to be responsible of their mistakes, because their wrong system or a wrong training of their staff. I could say their customer service is the worst ever. I think that is not fair that I have to pay $800.00 for their mistakes. This company must be more honest and accept their failure delivering the service that they offer for seniors not service promises based on lies when they are not able or not ready to be a responsible business. 

  According to the complaints I read on "Reviews" it is more than evident that Consumer Cellular is a failure as an ******** business. The most affected are seniors like me, that we trusted them that they are a serious company, mainly when they are being supported by a very popular and credible company as it is AARP. I will be surprise when AARP know what this company is doing to old people when they are recommending them. The discount they offer to use this cellular service is not worthy, at all.

  By other way, but not assuming any responsibility for the Consumer Cellular mistakes. it is no possible I used all the time that I was charged, they said I used. Much more less if they are charging $400.00 just for one day 02/01/2022 they time, at night to midnight when I was packing to return to ***, the time that I was driven to the airport, to check in at the airport, to get into the airplane and returned to ***. Customer Celullar can write that there is a charge from international use and they do not have anything to do with that; however, again there is a responsibility that they are not assuming about their company.

  I don't think that there is a legitimate company that could be giving any service to the honest *** citizens. 

  

  Business Response

  Date: 03/14/2023

  March 13, 2023
   
  BBB 19503783
  Rebuttal *********************** (#XXXXX1612)
   
   
  Dear BBB,
   
  Thank you for allowing us the opportunity to address ******************** concerns. We are sorry that international services did not meet ******************** needs. ******************** initially signed up for international services via a phone call on 2/12/2021 with a representative over the phone. Once the services were added to the account, an email was sent to the email address on file outlining the international service feature added to the device. The email sent contained the following information; Please be aware that when making or receiving calls using international roaming, charges can add up, so it is best to use it on a limited basis. Calls made from the countries listed will be billed at international roaming rates of $0.10 - $0.50 per talk minute, $0.10 - $0.30 per text message, and $0.10 - $0.40 per M.B. of data usage.
   
  To help protect you from excessive charges, international roaming will be disabled once we have been alerted that you have reached $500 in international charges. There *** be delays in our receiving of this information, so the total expense can exceed $500 before we disable the service. If you are still traveling and need to continue using your service at that point, you will need to contact us to reactivate international roaming.
   
  International use is addressed in Consumer Cellular's end-user agreement.
   
  ***** *************************************************** rates apply to all data usage outside the U.S., *********** and ******************* (hereinafter "********"), including accessing cloud-based services to upload/download/stream content. Many Devices transmit and receive data messages without user intervention and can generate unexpected charges when powered "on" outside *****************, *********** and ******** To prevent these charges, you should disable cellular data when traveling.
  We are also sorry to hear the phone service was not working while the customer was traveling. We understand how inconvenient it can be when phone service is not working correctly. The same email sent on 2/21/2021 provides a link to check the area you will be traveling so our customers can see if service is offered in their destinations. Unfortunately, network coverage cannot be guaranteed in or outside of *****************.
  Additionally, in our end user agreement.
   
  1.4 What Charges Am I Responsible For? How Much Time Do I Have To Dispute My Bill?
   
  You are responsible for paying all charges for or resulting from Services provided under this Agreement, including any activation fees that *** apply to each voice or data line. You will receive monthly bills that are due in full. Recurring monthly fees and non-recurring Service charges will be billed as soon as possible. Billing cycle end dates *** change from time to time. If you have authorized charges to a credit card, debit card, or checking account (collectively, "Financial Account"), no additional notice or consent will be required before charges will be applied to that Financial Account. Payments of all charges, including disputed charges, must be received by the due date shown on the invoice.
   
  Since these charges were incurred in February and March 2022, we are unable to dispute these charges.
   
  We understand this differs from the resolution **************** wants to hear, but we hope they will understand why this policy is in place. 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 Answer

  Date: 03/18/2023

   
  Complaint: 19503783
  
  I am rejecting this response because:  Consumer Cellular's answer is irrelevant. They repeat the same excuse over and over, without assuming responsibility for its business (see many customers reviews).  Their response distracts attention by blaming the customer for their mistake, they manipulate and distort the facts.  In this case I have to pay a very high price.  

  They say, I say, and we are going in circles, while they ignore my claim. The company does not address the consequences of their staff's mistakes. They failed to connect the service in 2017, and then failed in 2021 (when I requested both). So, it is connected when it is not needed (after my trip). How can I realize that the service was connected for 2022 if I wasnt warned? It doesn't make sense that if I am aware that the service is connected I am going to abuse it anyway. I am very responsible senior (see credit score and DVM record). They failed twice to connect the service and I had to buy a new phone at that country (see attach). The responsibility of the company is to respond for the mistakes that brought these consequences and the commitment to their obligations (it wasnt $100.00, it was $800.00). AARP must know which company they are supporting.   

  The company claims its rights but disregards its obligations toward customers. The repeated responses show that they are true specialists in avoiding responsibility. The problem is that the company is projecting its liability onto the customers, and that we have to shoulder their obligation. Then they accuse the customer of unreasonable claims.   The company does not recognize its responsibility and pretends to force the customer to bear theirs. Therefore they will never accept that they were wrong.  They took an excuse to argue over and over,so they do not discuss the problem and consequences of their mistakes or actions, which is distracting everyone's attention. That's very immature.
  

  I was charged $350.0 for 13 days (January 19 till 31) and $450.00 for one day (February 1st) the day that I was getting ready to return, packing at 12:00 am. I left the hotel at 4:00am, got into airport, checked in, and got into the airplane. I arrived *** around 10:00 am. Besides, I am entitled to a detailed report of how I used the service, because I can assure you that I never used it to connect calls. I should know what I paid for.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  USAGE ALERT, ACCOUNT #: *********, every time as AARP seniors suffer dementia after mini strokes brain maybe because of stress added of losing my youngest son. I had no charge card to even use phone since my new cell phone had a defective usb cord had to buy one from Amazon 6'. I could not use the phone most of the time do not hear calls so its just a pain never just call or chat and get why got a notice of usage when were ***** do not text and texting suppose to been block so should not be an issue of usage of any kind. Members now for years, we both fairly medicated, no way to call and just use some personal info to get help or information which to use makes harder to get issues addressed. So its harder to find out why overage or alert usage on an account should have little usage. Or most any customer service, special word like my son could of used his birthname since he was adopted, step dad not me. It is not this email alert is is their alerts in general or just customer service always reason help gets held up or with held. Is there a way for them to help us without this hassle.

  

  Business Response

  Date: 03/01/2023

  February 27, 2023
  
  BBB 19501809
  ************************* (#XXXXX7185)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We have spoken with the customer to ask if they needed assistance with their service. The customer stated they were happy with their Consumer Cellular service and no longer needed assistance.
   
  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 Answer

  Date: 03/01/2023

   
  Complaint: 19501809
  
  I am rejecting this response because:

   

  I have no idea who their talking about or who they alleged talked to.  I had to buy a new cord usb c ************** not sure kink or something sporadic at best.  I still have no idea what the notice was about as said we barely use service compared to most do not text at all and do not accept text, just sort of offensive to have someone say they talked to me and have not talked to anyone related to this from consumer cellular since issue last week could not get help or why the notice so no idea what their saying or why without even emailing nothing issue their emailing about, not heard since filing from anyone at all.  No messages on phone right now just checked.  ******* does most of the business since stroke and loss of hearing little after losing my youngest son seniors ***** mom/son he has power of attorney as well..
  

   

   

  
  
  Sincerely,
  
  **********************************

  

  Business Response

  Date: 03/14/2023

  March 13, 2023
   
  BBB ******** Rebuttal
  ************************* (#XXXXX7185)
   
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for the frustrations the customer has experienced with our usage alerts. We have reviewed the account and see that the customer does not have a text plan, so the usage alerts send out when a text message is used. If the customer would like to remove these usage alerts, please have them contact our customer service team at ************.
   
  We have also credited the account for a month of service, leaving a credit balance of $47.39 for the customer's issues with the charger.
   
  We have tried to reach the customer by phone and have been unsuccessful.
   
  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

  Date:02/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My cell phone stopped working on 2-25-2023. I contacted consumer cellular on 12-23-2023 to see why my phone was properly working. My text messages was being diverted to another cellphone number. My access to the internet was being blocked. According to consumer cellular I went over my data plan usage. My bill wasn't due, until March 1, 2023. I was on the $30 talk and text unlimited minutes plan. However, I was charged $57 on 2/23/2023. Yet, I can dial out on my phone. It is saying, no network. I am totally dissatisfied with Consumer cellular business practices and their billing services is higher than what was advertised on my cellular agreement

  

  Business Response

  Date: 03/01/2023

  February 27, 2023
  
   
  BBB 19500033
  *********************** (#*****8608)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding ***************************** complaint and allowing us the opportunity to respond.  We apologize for any inconvenience caused by the higher than expected amount due for their first month of service.  Consumer Cellular offers two types of service: The minutes are on one plan, and unlimited texts and data services are combined on the Connect Plans. Should the customer exceed their plans limits, their plan would automatically be upgraded.
   
  Ms. ******** account is set up on our first billing cycle, which runs from the 1st of the month through the 30th of the month and has a due date of the 20th monthly.  Their plan was automatically upgraded to unlimited data when the data usage exceeded their 20GB data limit.  As all of our Connect plans include Unlimited Texts, customers text usage does not trigger an upgrade. Customers may change their plans each month based on their usage.
   
  Our automatic upgrades are intended to prevent an unnecessarily large bill in case of higher than expected usage or in the case that the customer signed up for a plan that was too small to cover their use. As many of our customers find the upgraded plan to fit their needs better, we do not automatically lower the customers plan. It is the responsibility of the customer to monitor their account and make adjustments as they see fit.
   
  All new customers receive a welcome packet, which includes account information, the customers rate plan details, and the Wireless Customer Agreement (WCA). Page 5 of the included Welcome booklet states, If you happen to go over the data on your current Consumer Cellular plan, well automatically upgrade you to the next level plan. Our WCA also goes over this information in Section 1.3 in the second paragraph.
   
  ****************** may opt out of the automatic upgrades; however, once they have reached their plan limit, the data speed would be reduced for the remainder of the billing. If they want to opt-out, they will need to contact customer service 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

  Date:02/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called them today to fix an issue. It was saying that the phone we had recently got from them was inactive. Yet we have been making calls on it, texting and going online for weeks. And people can call us on it. So how in the world is it inactive then? First the rep told me to shut the phone off and turn it on after 10 seconds. I did and he gave me this automated phone number to call to test it out. I dialed it and it said that it couldn't make the call. Then he had me shut if off again and turn it on after he sent some signals to it. I did and it said there was no mobile service or connection. Then he had me go outside and try it and it did not go through either. Then he asked about the *** card, and I tried to tell him we did not take it out. He acted like we were lying and wanted me to check on it. I could not read it since I could not find a magnifying glass. So, I said I would call another time. In the meantime, my daughter who has PTSD and is a compulsive overeater binged on food and started throwing things in her room and wanted to binge or overeat until she was dead. I want this resolved. Either they work with me or send me another phone or get rid of the inactive message since it is a bold-faced lie! The phone works period! I do not like being called a liar by anyone. Now they shut down our services on top of it. My daughter is in a ************************** and needs to have a phone for meetings and contacts. If she does not have this she could overeat and die. This is unacceptable behavior.

  

  Business Response

  Date: 03/02/2023

  March 2, 2023
  
   
  BBB 19458099
  *********************** (#*********)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are very sorry to hear of Ms. ******* frustration. We have spoken with the customer regarding concerns surrounding the phone and service.
   
  We are happy to report we have assisted our customer in making and receiving calls successfully, and services are working appropriately.
   
  Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can help with anything else.
   
  Sincerely,
  
  ***********************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com

• Initial Complaint

  Date:02/23/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In November 2022 My mother in law *************************** passed away and my wife ***************************** called consumer Cellular to advise and update of her passing. She also sent a death certificate for proof. Instead of canceling and closing her account Consumer Cellular transfered the account into my wife's name and then sent her to collections. We contacted Consumer Cellular and they gave us the run around and tried telling us that they gave us promotional deals for the account. Why would we accept promotional deal on a line we are trying to disconnect. The estate has not even went to court My wife called them in good faith and they took advantage. The account # is *********. ********************** **************

  

  Business Response

  Date: 03/03/2023

  March 1, 2023
  
   
  BBB #********
  ***************************** (#*****9494)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing the opportunity to respond.  We are sorry to hear of the passing of Ms. *********************** mother and wish to express our condolences to the family during this time.   A customers estate is responsible for the charges up until the cancel date. Service was canceled on 12/02/22 when we were made aware of the customers passing.
   
  Once an account is canceled, a final invoice is issued for service and usage through the account cancellation date.  Unfortunately, the balance on the account was not paid.  Since we did not receive payment, the account was transferred to the collection agency, **************************** (PCS), on 02/21/23. Consumer Cellular is no longer pursuing collection efforts, all contact regarding this balance after 02/21/23 would be provided through PCS.  When an account is moved to PCS, the entire account - including the balance owed - is transferred.  All payments, arrangements, negotiations, or questions about the balance should be referred to PCS (****************************) 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

  Date:02/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for Consumer Cellular last year as my new carrier. On December 31, 2022. I went to the Consumer Cellular website and picked out an iPhone Plus and ordered it. It arrived in a timely manner. I got everything transferred from my old phone. I started using it and everything was fine at first but I noticed that whenever I left the house I would get a message that said no wifi available. It was very confusing and I took it to the local Target.At Target their sales rep advised me to go home and call Consumer Cellular because she didn't know what was happening. I called on January 6 and described what was going on to a very helpful tech. He determined that I was not connected to cellular service (obviously).The iPhone no longer uses sim cards, now it is a QR code. He sent another QR code and it didn't connect. He called Apple Support. The Apple tech ran all the checks on the phone and he said the phone was fine, the problem was on Consumer Cellular's end. At that point I decided to see if we could send the iPhone 14 Plus back. We were instructed how to return the phone. On January 13 and 25, 2023 I received notification from **** that there was a package for me to sign for at ************** post office. I was not at home on either of those dates.On January 29 I was looking at my checking account online and noticed that Consumer Cellular had debited my account for $1,019.68. They said when they received it that it had a couple of very small (their description) scratches on the screen. I had only used it for 3 days. I told them it must have happened in transit and he said it didn't matter if it did they would not take it back. *************************** Gulf ****************** dispute #****

  

  Business Response

  Date: 02/24/2023

  February 23, 2023
   
  BBB 19449715
  *************************** (#XXXXX3982)
   
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We have included the pictures we took of the phone when we inspected it. For a phone to be eligible to return for a refund, it must be in like-new condition. This includes not having any scratches to the display.
   
  When a customer decides they do not want a phone they received and it is within our return period, we offer a refund or exchange IF the phone is in like-new condition, which means the phone looks and works as if it has never been used. We resell returned phones to our customers at a discount as Certified Risk-Free phones and can only resell phones if they are like-new. When customers buy a Certified Risk-Free phone, they are promised a like-new one. It is unethical and illegal for us to resell a phone with scratches or other damage. If we accepted damaged phones and gave refunds for them, Consumer Cellular would lose 100% of the cost of that phone, as it is unusable for us.
   
  We understand this is different from the resolution the customer wants, but we hope they will understand why this policy is in place and is industry standard. We have spoken with the customer and offered to unlock the phone since it is paid in full, and he can use it with another company or sell it to recoup some of the cost. The customer has declined this option.
   
  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 Answer

  Date: 02/24/2023

   
  Complaint: 19449715
  
  I am rejecting this response because:
  

  1) The equipment did not perform as specified even after being examined by Apple Support;  Apple Support said the problem lay with Consumer Cellular.  This should be in the notes on file with Consumer Cellular.  The phone was not useable by me because the tech couldn't connect me to cell service. That is why we sent the phone back to Consumer Cellular.

  2) When I shipped the phone back as per their instructions it was in perfect shape.  I was told after the fact that even if damage had occurred during shipping I was responsible.  How could I be expected to keep a phone that couldn't be connected to their cell service?

  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 02/24/2023

  BBB Case #********
  Gulf Winds Dispute #****
  First off, the phone DID NOT WORK no matter what we tried. After spending two hours on a 3-way call with Apple, Consumer Cellular and me, Apple stated the problem was with Consumer Cellular. That being said, if we did accept the phone back we still would not have a working phone.
  Secondly, the amount of effort the people at consumer Cellular went through to find any minute scratches illustrates that the scratches (if any) were NOT available to be seen by any one or damages by me.
  Consumer Cellular said To see the scratches on the phone, ensure that the phone is powered off. Make sure that you are in a well-lit area. Hold the phone up in front of you and slowly tilt the top edge away from you. With the phone tilted at a slight angle away from you, tilt left to right and/or in a circular pattern to see the screen at every angle. If the phone is laying too flat, or if you aren't in a bright enough light, it may be difficult to see.
  When a customer decides that they do not want a phone they received and it is within our return period, we offer a refund or exchange IF the phone is in like-new condition, which means the phone looks and works as if it has never been used. We resell returned phones to our customers at a discount as Certified Risk-Free phones and are only able to resell phones if they are like-new. When our customers buy a Certified Risk-Free phone, they are promised a like-new phone. It is unethical and illegal for us to resell a phone with scratches or other damage. If we accepted damaged phones and gave refunds for them, Consumer Cellular would lose 100% of the cost of that phone, as it is unusable for us.
  Consumer Cellular Warranties and Return Policy
  With this guarantee, you'll have 30 days to try out your device and see if it's a good fit for your needs. If you have second thoughts, then all you need to do is call up Consumer Cellular, cancel your plan, and return your device for a full refund. Jan 5, 2023