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:11/02/2022

  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.

  On October 24, 2022 I purchased a ******* Galaxy A03S phone from CONSUMER CELLULAR over the phone for $168.54, account # *********. I phoned ********************** and spoke with "*****" on 10/31/22 (who reported that he was a floor manager) I reported to him that I received the phone on 10/31/22 and found that there was no charger in the package ALTHOUGH, the written material from CONSUMER CELLULAR referred to " using the ENCLOSED CHARGER in Step 1 of Powering Up" and elsewhere "PHONE CHARGER BELOW". ***** reported that ******* stopped including chargers with their phones, HOWEVER, I DID NOT purchase the phone from ******* BUT ordered, paid and received the phone from CONSUMER CELLULAR the company whose material refers to a charger as "ENCLOSED." (PLEASE SEE ATTACHMENTS). I received no resolution from ***********If CONSUMER CELLULAR is going to take the responsibility of selling products I believe CONSUMER CELLULAR should be responsible to fulfill all the written statements, guarantees...material enclosed in their packaging, including "100%" "Satisfaction Guaranteed" or they should change the material instead of sending FALSE / FRAUDULENT statements to customers!My DESIRED RESOLUTION of this matter is for CONSUMER CELLULAR to send to me a new ******* charger immediately so I am able to use the phone I purchase FROM "CONSUMER CELLULAR!"I also believe CONSUMER CELLULAR should send out written material that they are willing to stand behind!My desired resolution is for COMUSMER CELLULAR to act responsibly and stand behind their written word and send a new ****** charger to me

  

  Business Response

  Date: 11/04/2022

  November 03, 2022
  
  BBB 18339679
  *************************** ****2443
   
  
  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 appreciate the feedback and are constantly looking for ways to better serve our customers.
  
  We spoke with ****************** regarding his concerns about not receiving a phone charger adaptor with his new phone. ******* no longer provides adapters with most of their phones, including the ******* A03s that he purchased. ****************** did receive instructions showing an image of a charger advising him to plug in your phone using your enclosed charger. We understand these instructions may be misleading, so we have forwarded them to the proper channels for review and revision. We thank ****************** for his assistance in providing images of the packaging. As a courtesy, we have ordered a new phone charging cord and charging head free of charge.
  
  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:11/01/2022

  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.

  I have Consumer Cellular and wanted to get smart phone service while traveling to *************** for a week. I asked about data and was told it was 40 cents per mb. Since all my data has been mostly unlimited for the past 15 or 20 years, I had no idea if that was expensive or not. I inquired about how expensive this was compared to domestic (I may have said regular) rates. The rep told me it was comparable. I was pleasantly surprised and wanted to confirm this with the rep. ** assured me what he was saying was the case.When I returned from my trip, I was shocked to see an $850 bill. My bill is normally around $80 or $90. I inquired and learned I had used 1.5 GB data in ***************. Apparently 40 cents per MB is very expensive. I tried to explain that I asked for clarification on how expensive this was compared to domestic rates. They said it was irrelevant what the rep told me as long as he told me it was 40 cents per MB. That seems very unfair. I was completely misled after I asked my question and/or I misunderstood him and/or he misunderstood me.They listened to the call between me and the rep and told me the rep said the rates were comparable to other long distance company rates. I have asked to hear the call and have yet to hear it to confirm this is what he said. If he said that, he didn't answer my question. I am adding an international plan to my cell phone service. I'm not shopping for a new cell phone provider. Why would I care how their rates compare to other cell phone company international rates in the ***********? I can't easily switch carriers for a week to get the international plan elsewhere. His answer is completely out of context and misled me into thinking rates were comparable to domestic Consumer Cellular rates. This was my intended logical question. I couldn't care less how other cellular company rates compare.Furthermore ******** charges nothing for data when visiting ***************, so the rates aren't comparable.

  

  Business Response

  Date: 11/07/2022

   November 04, 2022
   
  BBB #********
  ******************************* (#XXXXX8858)
   
   
  To Whom it May *********** style="color: rgb(47, 57, 65); font-family: system-ui, -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, Oxygen-Sans, Ubuntu, Cantarell, "Helvetica Neue", Arial, sans-serif; font-size: 14px; background-color: rgb(255, 246, 217);"> 
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.
   
  We have spoken with ********************** regarding his concerns with the international charges. As a courtesy to the customer, we have credited half of the international charges, a total of $376.29. The customer has accepted this credit.
   
  Thank you for allowing us to address these concerns.  Please do not hesitate to let us know if we can assist. 
   
  Sincerely,

   

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

  Customer Answer

  Date: 11/07/2022

   
  Complaint: 18341117
  
  I am rejecting this response because:

   

  I accepted the credit because it was a step in the right direction, but I do not accept that my complaint is settled. I am willing to pay $100 for international charges. ******* misunderstood my question and mislead me to believe the international rates were comparable to domestic or regular rates. I do not believe I should suffer financially due to his mistake. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:10/31/2022

  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 to receive the refund that I was promised by Consumer Cellular because I was sent a damaged iphone. The phone that I purchased for my grandson w/ASD never worked outside of my home. Almost every single day we had the phone in our possession it said NO SERVICE in the upper left corner. After several (more than 8 in approx. 6 weeks) unsuccessful attempts fixing the phone, this includes eventually replacing the *** card. I was told to take the phone to the Apple Store. Apple confirmed it was in fact defective hardware and replaced the phone on appx 10/10/22. But instead of getting the refund I was entitiled to I just was hung up by a terribly insulting, rude, biased customer service representative in the billing department who actually said to me as I tried to explain that my grandson with *** takes photos of all fire trucks and first responders on the phone because of his ASD that he doesn't know why I keep bringing "THAT" up as if I was trying to elicit sympathy rather than making a distinction between the failure of the phone to actually make or receive calls due to its damaged hardware and my grandson taking videos and pics during this time. He was insulting discriminatory and rude. I am being charged for a cell phone that came to me damaged that my gransdson couldnt use. He transitioned here to ******** from ******* in August the phone was supposed to be his lifeline. "Bringing up" his ASD as the cus. serv. *** stated was done because that was why I bought it. The phone I am being charged for did not let him make and/or receive phone calls. A problem especially in this case where is was to be used as a LIFELINE for a young person w/Autism!! A very relevant detail. The company agreed that they sent me a faulty cell phone. And they assured me I would be getting a refund. They NEVER said ********* pics/videos could be a problem. They sent me a broken phone. I would like a refund for the date of purchase til I got the replacement.

  

  Business Response

  Date: 11/05/2022

  November 5, 2022
  
   
  BBB File No. 18338756
  ***************************** (Account No. ***** *****
   
  Dear ********************,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. All new Consumer Cellular phones come with a one-year warranty for any manufacturer's defects or mechanical failure. Any physical damage to a phone voids the warranty. Once all the necessary troubleshooting steps are completed and it has been determined that the issue is caused by defective equipment, the faulty device can be submitted for the warranty process. When a warranty replacement is created, the replacement phone is the same model phone unless it is no longer in stock. When this situation occurs, the customer's phone is replaced with a comparable model phone available in inventory. Phones must be in like-new condition with no physical damage or damage due to liquids or extreme temperatures.
   
  We apologize for any frustration or inconvenience ********************** experienced due to the iPhone SE. All iPhone warranties are handled directly by Apple, and her device was replaced on 10/10/22 under the manufacturer's warranty as the hardware was determined to be defective hardware. We have spoken with ********************** and applied credits totaling $54.99 to her account when she could not fully utilize her service. It was a pleasure working with **********************, and she is welcome to contact us anytime.
   
  Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can assist.
   
   
  **************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com

• Initial Complaint

  Date:10/31/2022

  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.

  On 7-27-2022 I ordered a sim card to activate my phone i owned and i ordered 2 more sim cards for my wife and granddaughter. The phones I have was locked and would not work so on 8-6-2022 i bought my consumer cellular zmax 10 phone and paid for it and got a zmax 10 for my wife and a ******* galaxy a13 for my granddaughter on easy pay. My phone never worked right so they sent me a replacement on Insurance because I didnt have it a month. I returned the phone the day after I received the new one as told. Then they charged me full price for the returned phone so I called and they said it was scratched up on the face so they denied the return and sent it back to me. They are not a scratch on it. I never got to use it let alone carry it. I have called them several times about the phone before they offered to replace it and now I have a bill for over $400 because they cancelled my service because the man made me mad when I am paid up until 11-14-2022. Then 10/31/2022 I called back and talked to a supervisor named **** and he said it wasnt Consumer Cellular it was the insurance company. It sounds like a money gimmick. Somebody needs to do something about this and get a different insurance and smart mouth supervisors. I have proof of all I said and I told them I was going to a lawyer and take the phone and let him look at it and tell him what the supervisor today said and what the supoervisor said on 10/27/2022 when they cut my phones off. Please let me know what you are going to do ASAP. Thank you

  

  Business Response

  Date: 11/04/2022

  November 2, 2022
  
   
  BBB 18338490
  *********************** (#*****5061)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding ***************************** complaint and allowing us the opportunity to respond.  We apologize for any inconvenience caused by the denied return of the Consumer Cellular ZMax 10 - Black 32GB.  At this time, the device does not qualify for a return.  For a phone to be eligible for return and receive a replacement through the manufacturers warranty, it must be in like-new condition.  This includes not having any scratches on the phone.
   
  All new Consumer Cellular phones come with a one-year warranty for any manufacturer's defects or mechanical failure. Once all the necessary troubleshooting steps are completed and it has been determined that the issue is caused by defective equipment, the defective device can be submitted for the warranty process. The troubleshooting steps are a requirement in the warranty process as most of the time the troubleshooting can resolve the issue. When a warranty replacement is created, the replacement phone is the same model phone unless it is no longer in stock. When this situation occurs, the customer's phone is replaced with a comparable model phone that is available in inventory. Any physical damage to a phone or damage due to liquids or extreme temperatures voids the warranty, even if it only appears to be cosmetic.
   
  Consumer Cellular opens all returns in a controlled environment and photographs are taken of the phone and the **** number. This is done to ensure that we have received the correct device and that any obvious physical damage is recorded immediately.  We have attached a PDF file below with the pictures taken of the device.
   
  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: 11/04/2022

   
  Complaint: 18338490
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  The phone was not working and this is after I had and my wife had called this people at least 15 times in the month and 1/2 that I owned it. It never recieved calls from anyone but consumer cellular costomers and it eat up my data just laying on the desk. I never got to use the phone and we went thru all the so called things to do as the people walked us thru of what to try to fix the phone, but none of it never worked and so they just told me they were sending me a return slip and to just put the phone in the orginal box it came in along with the paper pack they sent me and told me to put it all in it and ship it back in it , and they had to recieve it within 14 days or the warrenty would be no good. Well they got in back within 4  to 5 days and they said that it had a years warrenty on it and I would recieve a new phone . I didnt even get to use the darn thing the whole time I had it. they are just trying to get out of upholding their part of the warrenty. I f they have a insurance company as strickted as what they are claming to have  maybe they shold have a talk with them  but the phone wsa going to have to be refurbished any way because of the way it didnt work from the first.

• Initial Complaint

  Date:10/29/2022

  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 left the comfort, and high prices of a cellular phone company that I never had a problem with to come to consumer cellular. Since that time I feel like Consumer Cellular has been purposely slowing our data down, keeping us from sending photos and videos, and putting charges on our bill that we never approved of. I like the prices Consumer Cellular offer, but I do not like the way I and my family are being treated as customers. We deserve better as loyal customers that pay on time.

  

  Business Response

  Date: 11/04/2022

  November 3, 2022
  
   
  BBB 18332430
  ******************************* (#*****7061)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding Ms. ************************ complaint and allowing us the opportunity to respond.  We apologize for any inconvenience caused by the reduced data speeds with their service.
   
  The customer is currently on our ************** plan. With unlimited data plans, there are no limits to the amount of data a customer can use; however, data speed is reduced once a customer has used a preset amount of data. This is a general standard for carriers nationwide. This practice helps to optimize overall network performance and maintain a quality service experience for as many customers as possible. Once a Consumer Cellular customer has used 50GB of data in a billing cycle, their data speed will be reduced for the remainder of the cycle. The customer has exceeded the 50GB.
   
  The information about our unlimited data plan is available in our Wireless Customer Agreement on our website, section 1.3: For customers enrolled in our largest data plan, access to high speed data will be reduced if the plans data limit is exceeded, and you will experience slower speeds for the remainder of the billing cycle. This information is also provided in the startup pamphlet that is sent out with every phone on page 5.
   
  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:10/25/2022

  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 had service with you approximately 1 year ago. I left the service with a phone i had purchased outright from Apple. Your company seems to have my device locked. I was assured when i called that the phone was not locked, but that remains untrue.imei *************** imei2 ***************

  

  Business Response

  Date: 11/02/2022

  November 2, 2022
  
   
  BBB File No.
  *************************** (Account No. **********
   
   
  To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. Upon reviewing the customers account, we do not show that either of the **** numbers provided in the complaint, were active on our service. We have verified with Apple that the two **** numbers were connected to Credo or Xfinity and ************** will need to contact Credo or Xfinity to have the devices unlocked. We do apologize for any misunderstanding.
   
  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:10/24/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Cancelled service within first 2 weeks of activation, and try to get my money back according to their 30 day money back guarantee and I am getting run around.

  

  Business Response

  Date: 11/01/2022

  November 1, 2022
  
   
  BBB 18308556
  ***************************** (#*****0612)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding *********************************** complaint and allowing us the opportunity to respond.  We apologize for any inconvenience caused when activating their service with our company.
   
  When activating service with SIM cards purchased from a retail location, we will place a credit of $10 on the account for each SIM card purchased.  This credit is applied toward future invoices while an account remains active.  Refunds for the purchase of SIM cards would need to be directed to the retail location where the purchase was placed.  Any refund is subject to the retail locations return policy.  However, as a courtesy, we have forwarded a request to our ********************* to process a refund for the purchase of 2 SIM cards and a check will be mailed to ****************** on 11/04/2022.
   
  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: 11/01/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/24/2022

  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.

  Purchase a phone from target via consumer cellular I sign up for auto pay but I decided to disconnect the phone and auto pay because the phone is horrible and the service drop calls. I told them they cant debit my card anymore the rep said she remove the card from file in oct 21 but I was charged on the 24 for ***** and to make matters worse the emailed me saying another 21 dollar through autopay in November I called them they hung up act like call dropped and a **************** 3 supervisor was rude and unprofessional I would like my money back and an apology just because Im 75 yrs old dont mean you can take advantage of me!!Oct 21 cancelled service and autopay Oct 24. Charged my card ***** Oct 24 received email about ***** to be debited via auto pay spoke with supervisor today ********** my consumer cellular phone no ************************

  

  Business Response

  Date: 11/02/2022

  November 2, 2022
  
   
  BBB File No.18307919
  ********************* (Account No. **********
   
   
  To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. When ********************* established service on 2/05/22, her account was AutoPay required. When an account is AutoPay required, a credit or debit card must remain on the account for a minimum of nine consecutive months. With AutoPay, payment is only taken using the credit card or banking information on file if there is a balance due on the invoice due date. It is the customers responsibility to ensure the appropriate funds are available before the due date each month. Per Section 1.4 of the Wireless Customer Agreement, 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.
   
  We have been in contact with **************** Laws via ********* While there is usage through the cancellation date, we have waived her final invoice, as a courtesy. The account is now paid in full and ************ will receive one final invoice reflecting a zero balance due.
   
  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:10/24/2022

  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.

  I'm a new user with **********************. Just received my first bill. They are charging me $5.00 per month for NOT using Auto-pay to pay my bill. I read the Comsumer Agreement & nowhere in there does it say they will charge me for Not using Auto-pay! I was not informed of this when I signed up for their service.I feel they are stealing money from me because I want control of how I pay my bill.The Consumer Agreement can be found at Consumer Cellular.com/Agreement.

  

  Business Response

  Date: 10/26/2022

  October 26, 2022
  
   
  BBB File No.18303652
  ************************* (Account No. **********
   
   
  To Whom It May *********** style="color: rgb(47, 57, 65); font-family: system-ui, -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, Oxygen-Sans, Ubuntu, Cantarell, "Helvetica Neue", Arial, sans-serif; font-size: 14px; background-color: rgb(255, 246, 217);"> 
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Consumer Cellular is committed to providing the best value in wireless service and our plans have not increased in cost in 25 years. We recently implemented some changes to match current industry standards, including a $5.00 convenience fee for our customers who prefer a paper invoice and processing payments on their own. This fee is waived when enrolled in our AutoPay program and electronic billing. Customers will receive their monthly statement via email and they can also access their invoice through their online account or from the MyCC application on their smartphone. We do accept e-Check and prepaid debit cards for AutoPay. With AutoPay, payment is only taken if there is a balance due on the invoice due date. Customers are welcome to pay by check or credit card, however, payment would need to be received before AutoPay is processed on the invoice due date.
   
  Please know that all customers receive a $5.00 convenience fee and those that choose to use AutoPay and email billing receive a $5.00 credit. While we are not able to waive the $5.00 fee unless **************** opts to enroll in AutoPay and e-Billing, as a one-time courtesy, we have waived the $5.00 fee on his current invoice and the total due on 11/05/22 is now $44.36.
   
  Information regarding the $5.00 convenience fee is listed on our website and states *The totals shown here are costs for your monthly service only. They do not include any taxes and fees. Plans include a $5 monthly credit for participation in AutoPay and E-Billing. Per the Wireless Customer Agreement (WCA), Section 1.3 We may change any terms, conditions, rates, fees, expenses, or charges regarding your Services at any time.
   
  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: 10/26/2022

   
  Complaint: 18303652
  
  I am rejecting this response because:

  NOWHERE in Consumer Agreement Sect. 1.3 does it state that there is a $5.00 credit for using E-bill and Auto-Pay.

  There is NO explanation in the pamphlet they sent me about it either.

  They think they can BS you and me and get away with it!
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/29/2022

  October 29, 2022
  
   
  BBB File No.18303652 Rebuttal
  ************************* (Account No. **********
   
   
  To Whom It May *************************** you for contacting us with Mr. ******* rebuttal and allowing us the opportunity to respond. We apologize for any frustration, however, while our WCA does not specifically address individual fees applied to each account, the $5.00 convenience fee is specifically addressed on our website.
   
  While customers are required to be enrolled in AutoPay and e-Billing to waive the $5.00 convenience fee, they are welcome to pay by check or credit card, however, payment would need to be received before AutoPay is processed on the invoice due date. If a manual payment posts to the account after AutoPay has processed, the additional payment will be applied to the next billing invoice. **************** will need to enroll in AutoPay and e-Billing to have the $5.00 convenience fee waived.
   
  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:10/23/2022

  Type:Product Issues
  Status:

  ResolvedMore 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 and following our recent trip to Europe we received horrible service from numerous Consumer Service representatives. We incurred $190 in roaming charges, much of which were associated with our unsuccessful attempts at resolution. While CC will not share the chat text or recordings of our communications without a supoena, their records will support me, and I authorize BB to inquire into these records. Here is a brief summary of what occured, including a list of six service errors on CC's part that are indicative of deep flaws in their customer service rep ************* in advance of our trip we inquired about international phone use, and were sent SIM cards to allow such calls. We arrived in ******** on Sept 27, and on 9/29 we had some difficulty with our credit card. We tried to call our credit union in ********, but found that we couldn't make calls. From Sept 29 through Oct 1, we tried numerous times, including several chats with CC,to resolve the problem. During these three days, we incurred $97.42 in roaming charges, the vast majority of which were associated with our attempts to resolve our problem. Our first chat was with a rep who, after trying a few things, called us to see if we could connect. We did talk for about 30 seconds, but then got disconnected from both the call and chat.I restarted a chat with another rep, who was less helpful. 1) She said she couldn't call me, when in fact the previous rep had done. 2) She told me that if I called my bank they wouldn't talked to me; something she had no knowledge of. 3) She advised, since we couldn't resolve the problem, that I call in instead; I thought I must be talking to a Bot. When we returned home, I called and spoke to ******, rep #*****. She said she'd try to resolve and would call me back within 72 hours. She didn't return the call.The next rep #***** said I should email ********************************************************* This email doesn't exist. The next rep #***** confirmed this.

  

  Business Response

  Date: 11/01/2022

  November 1, 2022
  
   
  BBB 18301790
  *************************** (#*****9147)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding Mr. *************************** complaint and allowing us the opportunity to respond.  We apologize for any frustration caused by the international usage and billing on their account.
   
  Consumer Cellular offers international roaming in select countries.  Customers would need to contact us about 2 weeks before they leave, or as early as possible, to enable this on their account. International roaming rates vary and can range from $0.10 - $0.50 per talk minute, $0.10 - $0.30 per text message sent or received, and $0.10 - $0.40 per MB of data usage. Here is a link to more information about our international usage and rates: https://www.consumercellular.com/Help/international-rates
   
  For future travel abroad, we recommended using airplane mode and connecting to a Wi-Fi network so as not to incur additional charges. We would highly recommend connecting to a Wi-Fi network whenever possible. Disabling cellular data will prevent the phone from automatically switching to cellular data should a Wi-Fi connection weaken or drop.
   
  As international roaming was enabled at **************** request, and the cost of using the service was advised to them while chatting with our customer service, we are not able to offer full credit; however, as a courtesy and because they have been a valued customer, ********************** placed a $97.26 credit on the account. Which is equal to half of the data 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

  Customer Answer

  Date: 11/02/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************