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:06/17/2025

  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.

  I signed up for service on February 25 2025 and it took over 100 calls to this company to get both of my phone numbers moved over the first at the end of April & the second one May 6th i was told that my first bill would come in about 45 days. On June 12 I received an email about and overdue bill 12 days past due & I called into them right away the *** would not do want i had been told several times I ask them to contact the porting supervisor *****. They also told me on a Saturday in May that they had my second number so I shut off our ******* account and several weeks later I called into their office to get help installing it on my phone and was told that who I talked to made a mistake and I needed to reactivate my ******* service which cost me $186.00 + taxes to do so. I can go on for ever with the problems with Consumer Fraud. Someone responded to my email to the corporate office on 6/12/25 whoever i could not hear the person and they stated they would call back and 4 days later and to more calls to their office i still haven't heard anything and my business phone remains shut off. I will be filling a suit in Superior Court to recover my lost income as well as my fee's i have received from ******* and my time that I spent on the phone trying to get everything set up.

  

  Business Response

  Date: 06/27/2025

  June 27, 2025
  
  
  BBB / 23482808
  David Lovejoy (#*****3291)
  
  
  
  
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing
  us the opportunity to respond. We have spoken with Mr. Lovejoy regarding the
  concerns outlined in this complaint and, unfortunately, have been unable to
  reach a resolution at this time.
  
  We made every effort possible to transfer both of the customer's
  business landline numbers, which were serviced initially by two separate
  providers: Comcast and Consolidated.
  
  It is important to note that transferring business landline
  numbers can take longer than residential landlines or cellular lines. While the
  typical time frame for a successful transfer is 10-15 business days, this is
  contingent upon receiving complete and accurate information from the customer
  and cooperation from the original service providers. In this case, delays were
  encountered due to issues on the part of the original providers, which were
  outside of our control. However, with much effort and persistence on both our
  end and the customer's, we were able to complete the transfers of both numbers.
  
  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,
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  ASHLEY W.
  Executive Resolution
  Administration
  T 800.686.4460 F 503.675.8989
  [email protected]
  www.ConsumerCellular.com

• Initial Complaint

  Date:06/17/2025

  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.

  Several calls to Consumer Cellular to unlock our devices, after we traveled to ****** in 2023. We wanted to switch plans with Xfinity and save money. For nearly 1 year, we were attempting to our phones moved over to Xfinity however no one could helps us and we were hostage to Comsumer, as a provider with locked devices, despite our many calls and in person visits with Xfinity representatives, who called Consumers customer service department while we were at their stores in ********, no one could help us Filed a complaint with the ************************* unfair billing practices despite our requests to change carrier. Our numbers were held hostage and it became apparent that ** refused to port our numbers until we were into another billing cycle with CC even after our new service was up! Today, like other times, I called CC Billing to ask why they kept our account in limbo into the next billing cycle and that I feel we need to credit my account. The supervisor ****** (who refused to provide her last name) stated, we had activity on some phones on your account, so the billing stands. This despite our continued phone calls to move all the numbers onto our new carrier. Seems likely they delay intentionally customers who wish to leave to bill them an extra month. Not fair!Anyone else seeing this unfair business practice? Shame on Comsumer for suggesting they are there to help Seniors!

  

  Business Response

  Date: 06/18/2025

  June 18, 2025
  
  BBB 23482659
  David Tuckness *****4249
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the
  opportunity to respond. We value our customers and strive to provide them with
  the best experience, both in our customer service and with our products. We are
  sorry to hear this is not what the customer experienced.
  
  We understand David Tuckness's concerns regarding the port-out process and
  their final bill. To port a phone number from Consumer Cellular to another
  service provider, the new service provider must submit an electronic port-out
  request with the following information from their Consumer Cellular account:
  account holder's name, Account number, Billing Zip code, and a matching SPOP
  (Secure Port Out PIN). Once received, if the information matches their Consumer
  Cellular account, the port-out will be confirmed, and the number will be
  released. At that time, the line will automatically be canceled with Consumer
  Cellular. We explained to David Tuckness on 5/24 that there was a delay in the
  port-out process due to the new provider not inputting the correct port-out PIN
  as well as the incorrect account zip code. Therefore, the phone number had not
  been officially transferred to the new provider until April 10th, 2025, when we
  received the correct porting information.
  
  We spoke with David on 6/17, explaining that the final balance is valid. Consumer
  Cellular is a postpaid service; we provide active service and do not bill you
  for the service used until the following month, like a power bill. Additionally,
  as per our service agreement, when an account is canceled, the service is
  billed until the end of the current billing cycle. This information is provided
  in Section 1.2 of our Wireless Customer Agreement. Once the account is officially
  canceled, a customer is no longer billed for active service. The final balance for
  David Tuckness’s canceled account is $302.66, which includes the bill of $151.38
  due on April 23rd for the billing period 03/04/2025 - 04/03/2025, the
  bill of $151.28 due on May 23rd for the billing period 04/04/2025 - 05/03/2025.
  Once the final balance of $302.66 is paid, David Tuckness will receive no
  further invoices from Consumer Cellular. They may make a payment over the phone
  by contacting our customer support number at 888-548-6490 or by mailing a payment. 
   
  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,
  
  Lauren C.
  Executive Resolution Administration
  T 800.686.4460 F 503.675.8989
  [email protected]
  www.ConsumerCellular.com

• Initial Complaint

  Date:06/17/2025

  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.

  12/2024 not sure of specific date in 2024, but around July or August 2024 I turned 52 July 31 and I joined **** as I waslooking at the benefits. I saw the consumer cellular discounted cell phone offer so I decided to join their cell phone service for myself and my daughters at a discounted rate up somewhere around 50 or $60 so I decided to sign up around November I began to get started and in December I decided to call set up service somehow we could not get the service started spent about to 3 hours on the phone with an older gentleman we couldnt get the service started. My natural service have been turned off already. We were trying totransfer the numbers to the cellular service but we couldnt get it to go at that time. I had no service so I decided to go ahead cancel the cellular service with the guy I had on the phone so I went ahead and canceled him and paid my metro service. I did not realize that they had continued to automatically deduct the payments from my bank account. Not only what they deduct in the payments. They not deduct in the 50 or $60 that the **** had discounted. They were deducting a $93 payment for six months when I finally realize they would do that and I called them their words for me while had you noticed that it had been deducted yes admit careless of me, but can you please give me my money back since I have not been using the service now we can only giveyou $100 back im sorry that doesnt work for me. I have not used your service thats not fair. I canceled her service and never used it just because Im careless mean that you should take from me and youre taking $93 not even the 50 or $60 that you were supposed to give them a discount Ill need to speak to a supervisor. We have no record of you canceling the service after a back-and-forth conversation with the supervisor. We can only refund you up to 400 so thats not fair. I have not used the service at all and I never got to use it and I canceled it

  

  Business Response

  Date: 06/19/2025

  June 19, 2025
  
  BBB 23479249
  Bonnie Gipson *****3855
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the
  opportunity to respond. We value our customers and strive to provide them with
  the best experience, both in our customer service and with our products. We are
  sorry to hear this is not what the customer experienced.
  
  We attempted to reach Bonnie Gipson multiple times, but we were unable to speak
  with them. We understand any frustrations caused by Bonnie’s account being
  billed when the account was supposed to be canceled. We have officially
  canceled Bonnie Gipson’s Consumer Cellular account, effective June 19, 2025. As
  a courtesy, since Bonnie had not used the service, we submitted a refund of
  $281.80 on June 17, 2025, which will be credited to Bonnie’s original form of
  payment. Additionally, we were able to credit the remaining $261.20 on June 19,
  2025, which will be sent to Bonnie as a check in the mail and arrive within the
  next three weeks.
   
  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,
  
  Lauren C.
  Executive Resolution Administration
  T 800.686.4460 F 503.675.8989
  [email protected]
  www.ConsumerCellular.com

• Initial Complaint

  Date:06/16/2025

  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.

  Returned a phone under warranty that had a cracked hinge, and they sent me new phone. Consumer Cellular returned the phone back to me saying it indicated water damaged and charged me $59.00. I called them and told them it was not subjected to any water that I was aware of and could have happened when one of the Consumer Cellular employees at their retail store that I took it to activate, could have had moisture on their fingers when they removed the sim card out of it and cause the battery indicator to get triggered. End result is I was told there was nothing they can do and did not want to refund the $59.00 charge to me.

  

  Business Response

  Date: 06/18/2025

  June 18, 2025
  
  BBB 23476279
  *** ******** (#XXXXX0431)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any concern regarding Mr. ********** recent warranty claim.
  
  Mr. ******** contacted us for a warranty claim on his IRIS EasyFlip, which had a broken hinge. Part of the warranty replacement process requires we speak with the customer to confirm and verbally advise the customer that the phone must be in like-new condition with no physical damage or damage due to liquids or extreme temperatures. Mr. ******** confirmed that the device was not damaged or exposed to any liquids.
  
  Mr. ********** device was inspected on 6/11/2025; unfortunately, it was not in like-new condition and did not qualify for a warranty replacement. A moisture indicator showed liquid exposure underneath the battery. The original device was returned to the customer, and the customer was charged for the replacement device.
  
  As we strive to satisfy our customers, ********************** has stepped outside the usual policy and removed the $59.00 charge. This is a one-time exception in an attempt to resolve this issue to our customer's satisfaction.
  
  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 ************
  ********************************************************************
  ******************************
  
  

  Customer Answer

  Date: 06/18/2025

   
  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:06/16/2025

  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 purchased a phone for my husband it did not come with a charger. I have not had time to call to ask for 1, because my husband is in the hospital since 2/28/2025 4 brain surgeries later and now I am trying to figure out everything pertaining to him and his needs. I have been told that now I have to purchase a charger that your company forgot to include in the package.I will be looking for a new cellphone provider because there is always problems with your company.

  

  Business Response

  Date: 06/21/2025

  June 21, 2025
  
  BBB #********
  ****** J. ****** *** (#XXXXX0662)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing the opportunity to respond. We apologize for the missing items in Mr. ******* order. We spoke to ******* on the phone to address their concerns. 
  
  When we spoke to *******, we explained that ******* does not include the charger block with new phone orders as part of their go green initiative. ******* informed us that she did not receive a charging cable either. As Mr. ****** has been a valued customer since 2021, we sent a complimentary charger and covered the shipping cost. **** delivered the order on June 21.
  
  
  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 ************
  ********************************************************************
  ******************************
  

• Initial Complaint

  Date:06/16/2025

  Type:Sales and Advertising 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.

  They keep harassing me through the mail and they are rude to customer that don't have an account with them

  

  Business Response

  Date: 06/16/2025

  BBB 23473200
  ******* ********
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for the frustration caused by the unwanted contact from our company, as well as the poor experience when speaking with our representatives. We value our customers and strive to provide them with the best experience, both in our customer service and with our products.We are sorry to hear this is not what Mr. ******** experienced. We have forwarded Mr. ********** concerns to the appropriate department for further review and training.
  
  Additionally, we have removed Mr. ********** name and address from our mailing list. Please note that it may take 2-4 weeks for all our systems to be updated. The customer may receive additional marketing materials while all systems are updated. If Mr. ******** is a member of ****, they may also receive promotional material for our services through **** and will need to reach out to **** directly to be removed from their mailing lists.
  
  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 ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 06/24/2025

   I want them too stop bugging me I'm not even a customer. I want my name really removed. Please  because my wife called the company. Thank you

• Initial Complaint

  Date:06/12/2025

  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 am supposed to be on this business do not mail, do not call and do not email. 6 years ago I was placed on this business do not lists. I have not done any recent business with this company as well provided my email mailing address or phone number. Their marketing and ************* some how found my new address and added me to the annoying solicitation list. I am happy with TMobile and I do not plan on switching any time soon, and it want be them. I left them do to them adding data charges and they was not what they was selling. I have been with ******* since 2014 and I am very very happy with them.

  

  Business Response

  Date: 06/13/2025

  June 13, 2025
  
  BBB 23463276
  ****** ******** *****6105
   
  
  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 understand ****** Robinsons frustrations regarding receiving marketing ads after being removed from our mailing list. We found that Zericks address was still associated with the canceled Consumer Cellular account, so we have removed the address completely from the account. ****** will no longer receive Consumer Cellular marketing ads.
   
  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 ************
  ********************************************************************
  ******************************

• Initial Complaint

  Date:06/12/2025

  Type:Service or Repair 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.

  I challenge anyone to successfully cancel Consumer Cellular's service on its website when that service is no longer ********* wife had this company's service. She died at the end of January of this year. Consequently I promptly tried to cancel her service. I was unable to do so.For several months before my wife's death, Consumer Cellular was aware she was not using the service. So Consumer Cellular continued to charge me for a service I obviously did not need and tried diligently to cancel. By now Consumer Cellular has forwarded my outrageous bill to a collection company.

  

  Business Response

  Date: 06/13/2025

  June 13, 2025
  
  BBB 23462072
  ***** ******** *****5666
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear ***** ******** is frustrated with the outstanding balance on the closed Consumer Cellular account. ********************** is not a prepaid service. We bill in arrears for service and usage. Since we bill in arrears, an outstanding balance was left on the account through the date of cancellation.
  
  Once an account is canceled, a final invoice is issued for service and usage through the account cancellation date. Unfortunately, the balance on this account was not paid. Since we did not receive payment, the account was transferred to the collection agency, **************************** (***), on 05/13/2025. Consumer Cellular is no longer pursuing collection efforts, all contact regarding this balance after 05/13/2025 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 ********************************** 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 ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 06/15/2025

   
  Complaint: 23462072
  
  I am rejecting this response because:

  Consumer Cellular failed utterly to respond to my complaint. 
  What ****** *. of Consumer Cellular wrote was boilerplate gobbledegook, therefore an insult.   That fact alone should give a clue as to the companys ethics.  
   Here I borrow a headline from the website of the ************************ to repeat my complaint for the benefit of the BBB and Consumer Cellular:  "************************ Announces Final 'Click-to-Cancel' Rule Making It Easier for Consumers to End Recurring Subscriptions and Memberships.  Agency acts after receiving more than ****** comments from the public"
  
  
  Furthermore, if a customer has paid for a service reliably for years, then stopped using the service, an ethical business would stop billing that customer.  That customer was me paying for my wife's phone service.  For several months before she died, she could not and was not using the service.  Consumer Cellular was aware of that because it has a "meter" on service usage.  Upon her death in late January of this year, I tried unsuccessfully to cancel her service, then stopped paying for her service, yet Consumer Cellular continued to bill me for a couple of months!  Now the latest from Consumer Cellular to me by way of the BBB is insulting irrelevant gobbledegook.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:06/11/2025

  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 mother and father both had phones with **. My mother wanted to move to a different carrier, now my father does. My mother couldn't get her number released, so we abandoned it. Now ** isn't releasing my father's number. Every time I get a pin they refuse to accept it to release the number to the new carrier. It appears to me the ** NEVER lets go of a number. After reading all the complaints I'm now concerned they are also going to charge us while we wait for the release. How can BBB offer ** a membership when they are such a poor company for older folks?

  

  Business Response

  Date: 06/11/2025

  June 11, 2025
  
  BBB #*******
  *******
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any frustration the customer experienced while trying to transfer to a new provider. We spoke with the account holder, ******* *******, on 6/11/2025. During our call, we confirmed that the mothers line referenced in the complaint was fully transferred to the new carrier on 5/5/2025. 
  
  The account holder stated they do not wish to transfer the remaining number to a new provider and would like to keep their service with Consumer Cellular. As Mr. ***** is not the account holder, we cannot allow the mobile number to be transferred to a new provider. Consumer Cellular takes account security very seriously, and as a result, no changes can be made to an account or mobile number without the account holders approval. 
  
  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 ************
  ********************************************************************
  ******************************
  

• Initial Complaint

  Date:06/10/2025

  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.

  February 2024. We ordered the Verve unit which never worked right out of the box. We called many times to troubleshoot and ask for a new unit but they refused to exchange until we completed multiple trouble shooting. This was over the course of two months, February and March. Meanwhile, we have been unable to contact our Mom by phone for almost two months yet we are still paying her Bill. 4/16 1:15pm I called and just told them we need a Return Auth and exchange. She says "sorry it is out of the return window." I said "It has NEVER worked. Mom broke her hip. WE NEED A REPLACEMENT." She said "you declined trouble shooting yesterday" I said "no we trouble shot it at ********** multiple times. I told my brother to try it at his house and it still does not work. We need a new unit. "Yes *** I understand, I will make a few notes and proceed" We have spent another 20 minutes on the phone and still not done - "because troubleshooting has not happened in 10 days we can't process. PLEASE PUT YOUR MANAGER ON THE PHONE. Yes ***...Mgr: I told him that we have spent more of your time than the unit is worth. He is looking at the notes. I told him that all we need is a swap. That it has NEVER worked. - he is reviewing the notes now. 26 minutes and counting.-called back to see the last note on the account 5 min later :) She said: "Supervisor submitted a ticket to get this resolved" "let me go back and check the status" me: - HOLD music - we want to give it 24 hours after getting a replacement FINALLY, the unit arrived then our Mom died on April 29th. Consumer cellular upon hearing that our Mom passed offered no condolences or apologies but rather stated that will still be billed for the cycle ending May 15th. Two weeks after she died. We paid for her bill for 3 months and never had service yet they did not care. I'm astonished at how little the company cares and how long it took for us to obtain a replacement unit.

  

  Business Response

  Date: 06/12/2025

  June 12, 2025
  
  BBB #********
  ****** ******** (#*****4834)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.  We attempted to reach our customer by phone but were unable to speak with them. Consumer Cellular would like to express our condolences to ****** ******** and their family for the loss of their mother and during this difficult time, help with the closed account. 

  
  Upon review, we confirmed very low usage during the time the account was active and have applied a credit of $25.89 and waived the final invoice.  A refund request has been forwarded to our accounting department and once approved, ****** ******** will receive a credit refund applied to the credit/debit card on file.  If the card on file is no longer valid, a check will be mailed to the billing address on file.  This process can take up to 2-3 weeks to complete. 

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