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:10/17/2022

  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 was a loyal customer to ********************** phone company for over 10 years at least. Issues kind of started when my bank card was going to expire. I did try to update twice, but two different people I spoke to, told me that the card didnt go through. Which wasnt my fault, and it did have funds. Then the company wasnt able to provide the best WI-FI , so I decided to go with a different company, ******** I called to cancel on April 27th. That should have been the last time I got charged. And I was going to pay whatever I owed. They did get a $200 payment on June. Which I want returned. And yet they are still charging me a $247.52. They really did a number on me, were very shady. Someone there decided to claim I gave the wrong PIN number or password, which was why Consumer didnt transfer my other phone number to ******** But only one number got transferred and it makes no sense. And I was thinking it was Verizons fault, so I kept calling them. I was even getting migraines because of the mess. And the whole time, the number that Consumer kept, it couldnt make calls, and it rang only a few times. So when I would call ******** they would call Consumer.. and Consumer gave a wrong pin, and they kept saying I had to pay first. I told them, I would pay.. if I owed something but that on that day I couldnt pay.. besides its illegal to hold a number, for not paying when they want. And this is why they made up excuses, which will be on the notes that Consumer employees left. To make matters worse, one lady laughed at me, after I gave her a certain answer and then gave her my password. Which were similar because I forget things like that. It was very rude and unprofessional. Plus she gave me a horrible migraine that day. I dont want to use this company again anymore. They are over charging, they even tried to take out two payments in one month of June,6th,2022. They are shady and dont deserve another ***** from me ever. Thank you for your time.

  

  Business Response

  Date: 10/19/2022

  October 19, 2022
  
   
  BBB File No.18235469
  ************************* (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 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. When an account is closed, there is always a final bill for service through the cancellation date.
   
  For security, a Secure Port Out PIN (****) is enabled on all accounts and is required to transfer a number out from our service. This is to increase account security and helps ensure that a port out request is authorized by the customer and that the number is being ported with their knowledge and permission. This feature is important to keep our customer's information secure and protected. The **** is required to port a number out from our service. The customer will need to contact us to have the **** generated and sent to either their email address or their cellphone on our service via SMS. That **** will then have to be submitted correctly by the new service provider when the port-out request is submitted to us. Please know that the line of service being transferred must be active throughout the porting process.
   
  On 4/27/22, one of ******************** phone numbers ported out to her new service provider and the line was immediately cancelled. On 6/03/22, ******************** account was suspended due to non-payment as the last payment received was on 3/22/22 for the service dates of 2/03/22 3/02/22. The account was reinstated when payment was made that same day. On 6/04/22, ******************** account was immediately cancelled when ******* provided the correct account information and ****, allowing her second line of service to port out.
   
  On 7/06/22, we received notification that ******************** had disputed the payments of $115.56 that was processed on 6/03/22 for the service dates of 3/03/22 4/15/22 and $72.18 that was processed on 6/05/22 for the service dates of 4/16 5/15/22. Since funds were not collected, the payments were reversed and two $5.00 late fees were applied to the account. On 7/15/22, we received notification that ******************** had disputed the payment of $29.78 that was processed on 7/05/22 for the final prorated service dates of 5/16/22 6/04/22. Since funds were not collected, the payment was reversed and a $5.00 late fee was applied to the account. The balance due on the account is now $252.52 and does include additional late fees. As usage was reported, the charges remain valid.
   
  Please be advised that the account will continue to accrue late fees until the balance is paid in full. If ******************** chooses not to pay the balance due, the account will be turned over to a third party collection agency.
   
  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: 10/19/2022

   
  Complaint: 18235469
  
  I am rejecting this response because:
  

  There was no fair resolution stated in their response. The company did confirm with date, that I did call on April,27th,2022 to cancel and port out my numbers. To cancel and they also did confirm that only one number was ported out. Which makes no sense at all if Im trying to cancel Consumer, why did they port only one number and not the other. They allegedly didnt port the other number because the port number was correct, which was *******s fault? Yet, whenever me and ******* called Consumer.. they never mentioned that, they would only say that they didnt know why the other number wasnt porting. And this is when I started to believe that it was *******s fault, so I kept calling them.  Telling ******* that the other number wasnt working and couldnt make calls.. but I was able to call that number with my other number that was ported out to Cerizon, only a few times though. But other calls wouldnt go through. So no, that is not true that the number that didnt port, was in service. And which is why they believe its fair to have charged me after April,27th. This is beyond wrong, and very shady. Then they claim to have canceled me? How is that, if I canceled back in April? It doesnt make any sense. Its obvious that they are trying to rip me off, maybe because phone companies hate losing a valued and loyal customer.

     I also noticed that they didnt mention anything about the unprofessional worker that was very rude to me and laughing at me because of the password I used. Not knowing that I have health problems, and other issues.. which is why I had to choose a easy password. They also didnt apologize for all the stress this caused and frequent migraines with aura (vision disturbance). 
  
      I want a apology. They can just keep whatever I did pay, even though they dont deserve it. But wont have to pay another dollar after April,2022. Not even the cancellation fee at this point, because of all this hassle and distress. 
      
      I also did notice that their business has less than two stars, that they were given from all their unhappy customers. 
  

   

   

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

• Initial Complaint

  Date:10/17/2022

  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.

  On Oct. 17th I tried to pay my bill online. I have password saved so I should have been able to sign in automatically. Consumer Cellular's login process did not recognize my previously save password {authentication failed when it shouldn't have} I reset my password using the form, clicked continue. Nothing happened. No new password generated. I called customer service they told me try again. I did. My second try locked me out of my account. I am unable to pay my bill and now I have to wait 24 hours.I asked to speak to a supervisor and he gave me the same canned response - reset in twenty four hours.I specifically asked the supervisor to check with IT for the server logs to see when I have logged in, how many times I tried to reset my password and why authentication failed. He said NO, this what consumer cell does Cons cell authentication process is archaic, outdated and the fact that they can't nail down authentication in less than 24 hours is unacceptable and not within FTC guidelines.

  

  Business Response

  Date: 10/22/2022

  October 21, 2022
  
   
  BBB File No. 18233105
  ******************* (Account No. **********
   
   
  To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. Consumer Cellular takes the security of our customers very seriously. If a customer enters an incorrect password 5 times in one day, the customer will not be able to access their account online until 12:01 am (Pacific Time) on the following day. This is done to protect our customers online account from unauthorized access.
   
  If a customer is locked out of their online account, they will see the following error message: Your account has been locked. Please call us at ************** so that we may assist you. As this lock out is done to prevent unauthorized access to an online account, we are unable to override the lock out.
   
  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 not use incognito mode as it disables cookies and can cause other website issues. With incognito mode, none of the browsing history, cookies and site data, or information entered in forms are saved on the device.This also means that websites will not know if youve visited them before.
   
  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 https://www.consumercellular.com/Contact.
   
  We do highly recommend customers download the My CC app from the ****** Play Store for Android phones or the App Store for iPhones. Customers can make payments, view their usage and make changes to their plans using the My CC app.
   
  We have spoken with ************** explained some of the issues using incognito mode can cause. As well, we will forward on her suggestions about offering different authentication methods. She is welcome to contact us if she has any difficulties in the future.
   
  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:10/16/2022

  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.

  Back in June, I switched my cell phone service over to Consumer Cellular. In early September I plugged my phone into charge it, it came up with an orange screen that said Consumer Cellular, I was not able to turn to the phone off. It then showed an error message and I took the phone back to Target, where I was told there was nothing that could be done. I came home and called Consumer Cellular, explained to the lady on the phone what was happening with my phone. I told her I wanted to cancel the service, and asked for a refund, due to not being able to use the services I paid for. The lady kept telling me to buy a new phone. The phone I had was new and not even 4 months old. I explained to her that I was not going to buy another phone. About a week after that phone call the bill showed up. Then Hurricane *** hit and I had no access to internet/ So after the internet was back on and my old cell phone was working ( I had kept my old phone number) I called consumer cellular and told them what happened with the phone and I was requesting a refund for services not received. Instead I was told I owed 108 and some change, that they charged me a 40 dollar late fee, even thou I told them we had a hurricane that just tore up **. The lady also told me if it wasn't paid it would go to collections. I paid it so they wouldn't send it to collections and the lady on the phone told me to go find a phone from someone in the family or a friend and put the sim card in and so on. I told he I wanted to cancel and I did't have anyone to get a phone from. I received a call from them on Sunday Oct 16 and they denied my refund, said the charges were valid ( that was never questioned, the issue was with my phone not working) and the guy said to me that I had been told to go get a phone from a family member. I don't have a family member with a spare phone. All I want is my money refunded These people are not very nice, and showed zero compassion for the hurricane we just went thru

  

  Business Response

  Date: 10/22/2022

  BBB File No. 18231564
  ******************************* Account No. *****2777
   
  
  To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. Upon reviewing the customers account, we are showing that the customer made a payment of $108.44 on 10/3/22 when the account was canceled. This amount covered the final prorated invoice of $45.12 for the billing period 9/12/22 through 10/3/22 and the amount of $63.32, which was due for the billing period 8/12/22 through 9/11/22. There was no late fee that had been assessed on the account.
   
  We called and spoke with the customer, who advised that she did not have service for the month of September. We have reviewed the usage, and we are showing valid usage through 8/27/22. As a result, we have waived the balance of $45.12 for the billing period 9/12/22 through 10/3/22 due to no usage. In addition, we also prorated the invoice for the billing period 8/12/22 through 9/11/22, resulting in an additional credit of $29.80. The total credit received was $74.92, which was processed and refunded to the customer on 10/21/22.
   
  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:10/16/2022

  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 Sep 24, 2022 I purchased iPhone 11 from consumer cellular, as well as the ***************** they offered for total protection. I wasn't happy with the size so a few days later I returned it and planned to buy the upgraded iphone ProMax version. A week later ******* returned iPhone 11 stating return was denied because of scratches on the phone. I couldnt find scratches but for a microscopic knick in the middle of screen using a magnifying glass. I barely touched the phone it sat in the box for the most part.. Plus, the insurance *** dropped me in the meantime. I was never notified of this until after they returned phone to ****** called Consumer Cellular. Later, I called Consumer Cellular, again & spoke to a supervisor who was very kind & helpful. He elevated my complaint up to two levels of mgmt and they refused to refund phone and said there was a second scratch which I have yet to find. I absolutely did not scratch phone! Ive had iphones for years without scratches. Now I have no other recourse. My insurance was cancelled and phone company wont refund iPhone. Asurion will not even accept iPhone as trade-in. I am incredulous that this happened. Consumer Cellular has been my provider for some time and I trusted them. Anything you can do would be appreciated.Kind Regards,***************************

  

  Business Response

  Date: 10/21/2022

  BBB File No. 18230989
  *************************** Account No. *****2186
   
  
  To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. Upon reviewing the customers account, we are showing that she returned the Apple iPhone 14 on 10/11/22. When inspecting the phone, it was found to have a scratch on the screen of the phone, and as a result, the return was denied because the phone was not received in like-new condition.
   
  We called and spoke with the customer and advised that we cannot accept the phone back for a return or refund. We offered to reinstate the Asurion Protection Plan in case the customer wishes to file a claim for a repair or replacement; however, the protection plan does not allow us to accept the phone back for a return or refund. The Asurion Protection Plan covers accidental damage and any defects after the one-year warranty expires. Unfortunately, after discussing the situation with the customer, we are unable to meet the customers request.
   
  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: 10/21/2022

   
  Complaint: 18230989
  
  I am rejecting this response because: This doesn't resolve problem. I am unhappy with iphone 11 and would like a refund for a product that was obviously already flawed when I received it. The rep also informed me that i am responsible for any damage to the phone while in transit. This is grossly unfair to me and anyone else with the same problem. I have no idea where the phone came from and who handled it before me, but i was very careful when handling it for the brief time it was in my possession. I was in business for many years and can't believe the utter disregard and lack of reponse shown me in this case.

   

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

  

  Business Response

  Date: 10/27/2022

  BBB File No. 18230989
  *************************** Account No. *****2186
   
  
  To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. When a phone is returned to Consumer Cellular, the customer is responsible for the condition of the phone until it is received at the warehouse. This includes while the phone is in transit. Unfortunately, due to the condition of the phone when it was received at the warehouse, we are unable to accept the phone back for a return.
   
  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:10/15/2022

  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 purchased a new phone and service from Consumer Cellular , new phone never worked and after a week of them trying to figure out why,they finally authorized the return of thr phone and issued me a new phone. After I received new phone I was to return broken phone which I did. approximately 12 days later I received the broken phone back,they said its not there phone . After weeks of talking to multiple people trying to figure out what happened,they were stumped and said they would get back to me. I received a bill recently for that phone so I called them and they said theres nothing they can do. I said Im suppose to pay for a broken phone which u sent me and do what with it? Its not usable and u want me to pay $900 now?They said Yes! I said I will not agree to this. So I am here asking for assistance with this matter I dont know what else to do , all this time they said they were going to handle it and get me a new return authorization and then today they said they are not. I dont think I should have to pay for a broken phone.Thank you for your time *********************

  

  Business Response

  Date: 10/20/2022

  October 20, 2022
  
   
  BBB File No.18229562
  ********************* (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. We have spoken with **************** and she advised that she has sent the device back to us and provided a tracking number. Once the device is received at the warehouse, the **** number will be verified and the phone will be inspected. If the **** number matches with the device she was sent on 7/27/22, and if the device is in like-new condition, with no physical damage or damage due to liquids or extreme temperatures, we will accept her Apple iPhone 13 - PINK 128GB for return.
   
  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:10/15/2022

  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.

  9/27/22- Consumer Cellular has breached my telephone warranty contract, which I paid for monthly for service with SquareTrade for two completed claims per year. I filed an online claim with Squaretrade on 9/27/22 which was approved and I received and email. I called Squaretrade and asked if it was possible without messing up my claim, if it could be transferred to another location closer to my house. They didn't tell me that it would have to be under another claim number, but they did reassign the claim number, without asking me and that caused three claims on my plan, which is too many, even though it had not completed. They transfered the claim to a closed repair location. Then I called back to inform then of what they did and asked them to transfer the claim back to the original location. I was informed it could not as the system was not allowing it and they would have to work getting it completed. After two days, I called consumer cellular for help. Consumer Cellular informed me my warranty plan had been cancelled by Squaretrade for two completed claims. Squaretrade changed all the data in my two online claims, even though the 9/27/22 claim had not been completed. **** from consumer cellular did a conference call with Squaretrade and we were told that the two companies were working to get the account reopened so I could get my phone fixed. That never happened. Consumer cellular had not worked with Squaretrade to reopen my account and I am still owed 1 repair on the closed Squaretrade plan. The two companies came up with a solution that I was not involved in and would and will never agree to. They transferred my claim issue to Asurion as consumer cellular is working with them now for warranties. Asurion will not fix my iphone 7, as Asurion stated they do not fix that model and I must get a new phone which is not an iphone 7 but and iphone SE a model previous to mine and pay $99. I refused as I want my phone fixed as squaretrade contract allows.

  

  Business Response

  Date: 10/19/2022

  October 19, 2022
  
   
  BBB 18229406
  *************************** (#*****7412)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding ********************** and allowing us the opportunity to respond to their concerns surrounding their iPhone 7. We are very sorry to hear of the customer's frustration this has caused.
   
  On 7/27/2022, Consumer Cellular began transitioning customers from Allstate to Asurion, our new protection plan partner. Due to multiple claims filed in error on the customer's device, Allstate canceled the protection plan, and, unfortunately, we could not reinstate it.
   
  Because we want to help, we added back the Asurion protection plan. We placed a credit of $74.00 on the customer account, which is the difference between the $25 Allstate and Asurion deductibles.
   
  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: 10/21/2022

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

• Initial Complaint

  Date:10/15/2022

  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 recently purchased a iPhone 14 Pro *** from Consumer Cellular (CC) with the understanding that when I went abroad (I live in ***** currently) that my phone would be unlocked automatically. CC has a 6 month policy that you stay on the plan before your phone is unlocked but that is for *****************. Since being in ***** and trying to use the eSim on my phone (the 14's only have eSim options, there is no physical sim) the phone providers here are unable to get into my phone so that I am able to set up an eSim because it is "locked." Before I bought this phone from CC they assured me that when I went abroad it would unlock, that is the reason I went ahead with the plan with them because they said it would work. I have now called them twice telling them that the providers here are unable to give me an eSim because it is NOT unlocked. Consumer Cellular refuses to unlock my phone but keep saying that it should be unlocked abroad. I assure you that it is not and the providers here say there is nothing they can do on this end until the phone is truly unlocked. I also spoke with Apple since CC must have a contract with them about locking the phones and Apple sent an email stating that they cannot unlock the phone and only the provider can. (image attached)I don't plan on leaving Consumer Cellular because I am on the plan to keep my US phone number and it was a cheaper option than other companies. Also, my parents are the main customers on the plan and they have been with CC for several years, I was just an addition to the plan and feel their loyalty to this company should not go unnoticed.Thank you very much,*****

  

  Business Response

  Date: 10/19/2022

  BBB File No. 18227853
  *************************** 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 are showing that the customer purchased an Apple iPhone 14 Pro *** on 9/19/22. The Apple iPhone 14 Pro *** should be unlocked for use with an international carrier. We are sorry to hear that the phone is not working with the international carriers eSIM.
   
  As a courtesy, due to customer loyalty and because the phone has been paid for in full, we have unlocked the Apple iPhone 14 Pro *** for the customer. However, we cannot guarantee that the phone and all of the features will work with any carrier.
   
  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: 10/21/2022

  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. I appreciate the BBB's quick action in this matter.

  Sincerely,
  

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

• Initial Complaint

  Date:10/14/2022

  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.

  10/10/22 Ordered new phone to replace existing Consumer Cellular phone which was having battery issues. Paid extra to speed up delivery. New phone arrived on Thurs and I called CC to activate phone. The auto system indicated it could not activate the phone and I was transferred to representative. Rep explained I needed additional equipment to charge phone, NOT explained at purchase!Called again when phone charged and spent hour with rep trying to set-up phone. When rep tried to ring the new phone and was not able to do so, she hung up. Today I called again and asked for a Supervisor. Upon review of my account I was told there was an error made with the cim card for the new phone. A new cim card causes more delay.So here the customer sits with a dying unreliable phone and a completely unusable brand new phone.

  

  Business Response

  Date: 10/19/2022

  October 19, 2022
  
   
  BBB File No.18225004
  *********************** (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. Many new devices, including models from ******** do not have earphones or a charger plug in the box because these manufacturers want to minimize the impact their products have on the environment.
   
  As **************** was previously using an iPhone, she would need to purchase the charging block separately. We do apologize that **************** was not advised of this at the time the order was placed. As a courtesy, we have applied a credit of $20.00 plus tax to her account for any frustration or inconvenience.
   
  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: 10/19/2022

   
  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.

  I was contacted by a rep on Tues and reassured the errors made with my activation and set-up would be addressed.

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

• Initial Complaint

  Date:10/14/2022

  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 am disabled and I use consumer cellular because they give a promise to help disabled with good customer service in their ads.I have 3 phones on my plan. I spoke with *****, ******, ****, *******,a unique, and Alexandria. On Oct 11, ****** told me that she would credit $50 to my account if I paid the $30 balance and she could then allow the easy pay. So, we can only have 2 easy pay payment plans. So all 3 phones did not last the average 2.5 years, and need to be replaced. 2 have been replaced , one on October 10, 2022. She said that I would need to call tech support and try different settings first, in case the phone is just set wrong, and I did that. On that day, we went shopping and I texted my son many times and could not find him because of the phone. Unique gave me her name and number and said she would credit my account with$50, and I pay the remaining $30. But when I called today, October 14, and spoke with **********, she said that Unique did not have the authority to do that and she will listen to the call and call me back, but that she's sure that I will not be credited the $50.I feel that this company falsely ADVERTIZED with a tempting discount just so they can target old people that they can lie to because old people are more vulnerable. I believe they take advantage of elderly disabled people, and the phone they sell are not worth the prices. Also, I'm on disability with a low income and if their phones are not worth the price, and you can't pay them off before they are needing replacements, I want $500 added to my account to help pay off my phones. If this is not accomplished, I will report consumer cellular to the department of justice for targeting disabled customers, as they do.

  

  Business Response

  Date: 10/18/2022

  BBB File No. 18224445
  ********************* Account No. *****9314
   
  
  To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. We have spoken with the customer regarding her concerns, and as a courtesy, we have offered the customer a $50.00 credit toward the account balance. The customer was given a previous credit of $15.00 which resulted in a total credit of $65.00. The customer has opted to use $64.00 of the credit towards the EasyPay plan for the Consumer Cellular ZMax 10. This left a remaining balance due of $24.00 for the EasyPay plan. The customer processed the payment of $24.00 to pay off the remaining EasyPay balance.
   
  Since the EasyPay plan has been paid in full for the Consumer Cellular ZMax 10, the customer has an EasyPay plan available for use to purchase another phone. The customer has advised that she will be calling back to order the ******** ************ using our EasyPay financing 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: 10/18/2022

   
  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:10/13/2022

  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 have a limited talk and text plan for my phone. The plan automatically upgrades to an unlimited talk and text plan if it goes over 250 minutes. Consumer Cellular's current billing cycle runs from 9/22/2022 to 10/21/2022. This company reports 193 minutes used in this billing cycle. However, the details show that the claim to these numbers is based upon a period from 8/24/2022. I counted the number of minutes in the actual billing cycle 9/22/2022 to the present as amounting to 62 minutes. There is no way Consumer Cellular can possibly arrive at 193 minutes without including the period going back to 8/24/2022.The service representative, ****************, claimed to be unable to view the details of the page and made the false statement, "No, plan changes do not happen automatically ." Automatic upgrade is stated in https://www.consumercellular.com/Help/plans-and-usage/29.Instead of properly explaining the disparity or inputting a company review of this matter, **************** only tried to sell me more services.I have now shut off my phone as of today, 10/13/2022 as I have lost confidence in Consumer Cellular being able to properly handle my account and forcing me into a more expensive plan. Contact can now only happen through email.

  

  Business Response

  Date: 10/16/2022

  October 15, 2022
  
   
  BBB 18210545
  ************************* (#*****1163)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding ************************ complaint and allowing us the opportunity to respond.  We apologize for any frustration caused by the usage listed on their account.  Unfortunately, the information provided to the customer is accurate, usage reporting on ********************************************** service can be delayed from ***** hours, and at times longer delays are possible. This information is covered in our Wireless Customer Agreement (WCA).   
   
  Section 1.6 of the *** outlines the delay and reason for the delay.  Section 1.6- Is The Billing Of Usage Charges Ever Delayed? Billing of usage for calls, messages, data or other Services (such as usage when roaming on other carriers networks, including internationally) may occasionally be delayed. Such usage charges may appear in a later billing cycle, will be deducted from monthly minutes or other Services allotments for the month when the usage is actually billed and may result in additional charges for that month. Those minutes will be applied against your monthly minutes in the month in which the calls appear on your bill.
   
  Unfortunately, this is not a term that can be changed, and the usage reporting may continue to be delayed.  The usage reported on their account currently includes usage which was delayed and includes minutes used on and after 08/24/22.
   
  With Ms. ******* current plan, which is no longer available, they have 250 minutes, unlimited text messages, and 500 MBs of data for $20 plus tax monthly.  Our plans have been updated, and we are now offering unlimited minutes, unlimited text, and 1 GB of data for $20 plus tax.  These prices are before their AARP member discount of 5% is applied to the account.
   
  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: 10/16/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is less than satisfactory to me. However, I will upgrade to the unlimited plan precisely because Consumer Cellular is phasing out the current plan. The explanation appears contrived because in the period from 8/24/2022 to the present, I never ventured beyond walking distance from my home because my car had been totaled the previous month with a replacement vehicle only becoming available in October. That a ***** hour delay translates to 2 days, not a month, and since this phenomenon had never been previously encountered with Consumer Cellular, that renders this claim of delayed billing and roaming minutes conspicuously spectacular.

  If my current plan is being phased out, it would have been far more honest for Consumer Cellular to notify me by the usual channels of the fact in advance so that I could make the adjustments necessary.

  I will make this upgrade on 10/22/2022 after the current billing cycle has run out, just to keep the books aligned, and keep my phone shut off till then. This represents a forced resolution, but I will consider this matter closed at that time.

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