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:11/07/2022

  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.

  Consumer Cellular has knowingly and willfully acted in bad faith by violating the Telephone Number Portability Act, preventing my telephone number that I have had for over 3 years with various carriers from being ported to another wireless carrier, proximately causing me to get new telephone numbers since tgey refused repeatedly to release my telephone number, costing me over $500 in actual damages, and about another $300 in compensatory damages and needless pain and suffering.Consumer Cellilar needs to indemnify me for the damages proximately caused by them on *****, 2022, from 5 pm thru to 7 pm and 11-07-2022 from 8:30 am thru to 8 pm.Consumer Cellular also needs to indemnify me for tge costs of printing and time relativetheir causing me to have to get a new telephone number due to tgeir actions in bad faith in lnowingly and willfully refusing to comoly with the Federal Telephone Number Portability Act

  

  Business Response

  Date: 11/09/2022

  BBB File No. 18372414
  Captain *** Account No. *****0268
   
  
  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 a previous request to transfer the customers number was denied because the customer's information did not match. However, the transfer request has since been canceled, and we cannot determine what information did not match. At this time, we would need the new service provider to resubmit the request to transfer the number and to include all customer information, including the port-out PIN.
   
  We have spoken with the customer regarding his concerns; however, we were unable to come to a resolution, and the customer requested all communication via email or ***** We have sent a follow-up email to the customer advising that the new service provider needs to resubmit the request to transfer the number. I have provided my callback number so that the customer can contact me if the request is denied. At that point, I can review the request to determine what information is not matching so that we can resolve the customers concerns. If necessary, once the port-out request has been submitted, we can complete a conference call with the new service provider to advise what information needs to be updated and, if necessary, complete a manual confirmation.
   
  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: 11/10/2022

   
  Complaint: 18372414
  
  I am rejecting this response because: the respondant is partially lying, as she did, de facto, send me an email but blocked me from responding to her email. I have screenshots and evidence proving she is lying and apparently attempting to gaslight in bad faith. If your site here was eaaier ti navigate on my cellphinei would attach some evidence herein but I am unable to, so... i tried to  call but could not reach anyone to gelp me, si I will reply with attachments soon. And, she lies. As ******************* used ti say, if it isn't true it is a lie.
  
  Sincerely,
  
  Captain ***

  Customer Answer

  Date: 11/16/2022

   

  A. Complainant : 

  Captain ***

  4324 ****************.

  ********* ** 29621.

   

  B. Complainee:

   

  Consumer Cellular.

   

  C. ADDENDUM/UPDATE:

   

  1. Because Consumer Cellular caused me to have to get a new telephone number due to them not releasing my phone number, I had to change phone numbers, therefore having to have at least ***** nee business cards printed, costing me approx $70 which eould not have otherwise been needed.

   

   

  Therefore;

   

  Consumer Celkular owes me the $70, at least, to reimburse or refund me for their causing my extra expenses due to theie noncompliance with the law.

   

  Moreover, 

   

  Since Consumer Cellular, akeatorily ( one-sidedly) decided to illegally terminate my other 2 lines, I do not owe Consumer Cellular anything.

   

  And,

   

  Since Consumer Cellular finally release my telephone number in question, they have already released the 1 number in question, therefore  that part is resolved. 

   

   

  Shoukd Conaumer Cellular send me payment of the $70 they cost me for my new business cards, then I shall consider this matter resolved.

  If not, then I am prepared to file civil action, which will tgen cost Consumer Cellular much more than the $70 just and fair indemnification requested.

   

  Consumer Cellular can remit to me, the $70 indemnification by check, issued to Captain **** and mailed to:

   

  CAPTAIN ***

  4324 ****************.

  ********* ** 29621.

   

  Consumer Cellularshalk need to take care of the indemnifocation by no later than the end of this month. Otherwise, they shall expect civil action. 

   

  I would prefer that Consumer Cellular does the right thing and settle this matter amicably, without further gaslighting and engaging in bad faith deception.

   

  Sincerely,

   

  Captain ********;

• Initial Complaint

  Date:11/07/2022

  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.

  11/7/22 This has occurred over a range of over two years. Consumer Cellular will automatically increase your bill if you go over BUT you have to call for them to stop over charging you when you are under usage. They have been billing me at least $34.00 overage. They only agree to give me credit for one month. This is a good practice to get over on older people who they advertise to attract. I believe they should have to give me my money back.Acct. ********* Sincere thanks

  

  Business Response

  Date: 11/16/2022

  November 15, 2022
  
   
  BBB File No.18371980
  ******************************** (Account No. **********
   
   
  To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. Our automatic upgrades are intended to prevent an unnecessarily large bill in case of higher than expected usage, or in the case that the customer signed up for a plan that was too small to cover their usage. When a customer exceeds their plan limit, ********************** moves them to the next available plan to meet the phone usage. We notify our customers when they are nearing plan limits and when the plan is changed. As many of our customers find the upgraded plan to better fit their needs, we do not automatically lower the customers plan. It is the responsibility of the customer to monitor their account and make adjustments as they see fit.
   
  On 11/07/22, Ms. ******************************** lowered her plan to 5GB and received a courtesy credit of $30.00 on her account. As a courtesy, we have applied additional credits totaling $184.14 to her account. Her account now has a credit balance of $141.87, which will automatically be applied to future invoices.
   
  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:11/07/2022

  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.

  In September, 2022, I made the mistake of reinstating with Consumer Cellular - due to their DECEPTION in advertising on their website that I could get home phone service for ***** a month - plus add a cell for ***** a month. When I talked to their representative, there wasn't one word said about what my ACTUAL phone bill would be after they added on extra charges!I was shocked when I got the true phone bill - not the ***** a month I was led to believe it would be. I should have been told exactly what the bottom line would be and not deceived!After the 2nd high bill, I knew I couldn't continue to pay such a high amount on my tiny social security check. On 11-2-22, I called Consumer Cellular and told them to cancel the **** phone to reduce my bill. I did NOT tell them to cancel my home phone also! Consumer Cellular cancelled BOTH my cell and my home phone WITHOUT MY AUTHORIZATION - leaving me with no phone at all! I am elderly and completely alone with no access to another phone! I still don't have a phone and if I have an emergency, I could die! On 9-5-22, I had to purchase a Home Phone Base from them for $73.00 + **** tax. It is now useless to me since they cancelled my home phone service! Since my home phone was cut off through no fault of my own and WITHOUT MY AUTHORIZATION, I want to return the Base, and receive a credit for the Base applied to my ridiculous final bill. Account # ***********

  

  Business Response

  Date: 11/14/2022

  BBB #********
  *********************** (#XXXXX0746)
   
  
  Dear BBB,
   
  
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We tried to reach out to ************ by email to discuss the frustrations surrounding the cancellation of the account. We offered to send a return label and set up the return for the home phone base or to reactivate the account. We did receive a response on 11/9/2022. However, it did not disclose the option she would prefer. We emailed back on 11/10/2022 for clarification but have yet to receive a response from her. As a courtesy to our long-standing customer, we have waived the final invoice of $14.58, due on 11/22/2022.
   
  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: 11/15/2022

   
  Complaint: 18367366
  
  I am rejecting this response because:  I don't have enough information regarding the option they gave me to reactivate my home phone in order to make a decision.  I want to know the bottom line of the ***** bill if I reactivate my home phone.  I was lied to when I took the service and was told nothing about all the extra charges!  When I get the correct information from them regarding the ***** bill, then I will make a decision as to whether to reactivate or return the base.  (I was unable to respond to their last email due to computer being down)
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 11/18/2022

  I was given 2 options by Consumer Cellular since filing this complaint - (1) Reinstate Home Phone or (2) Return the Home Base for Credit.

   

  I was considering the option of reinstating home service.  However, after attempting several times to get a correct and exact amount on the monthly cost - and failing to get anything but the run-around, I can no longer deal with this UNETHICAL company!  (When I took out the service, they told me it would be ***** a month and there was no mention of multiple extra charges)

   

  Therefore, I would like to settle the dispute for return of the home base (which I only had 2 mos.) and to receive full credit on my **** for the amount I paid of $80.12.

   

  I have requested to be sent a Return Authorization Form ASAP.  I told them after all the stress they have put me through - and leaving an elderly woman, who is completely alone, with no means of communication (other than computer) this is the least I deserve!!!

   

  Thank You!

  

  Business Response

  Date: 11/23/2022

  BBB #********
  *********************** (#*********)
   
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize that we cannot provide exact amounts for taxes and surcharges. Taxes and fees vary depending on her local area but are about 20 to 25 percent of her monthly charges. Unfortunately, we cannot provide a specific estimate due to how variable these amounts can be. We have emailed ************ regarding her account, and she has returned the home phone base, and a credit has been sent back to the card she used when purchasing initially.   
   
  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: 12/03/2022

   
  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,
  
  ***********************

  I am accepting response that they have issued a credit on my **** for the home base.  However, the part that they can't tell me exactly what my monthly bill is supposed to be, should be a warning to potential customers!  I went back to my previous company and I know EXACTLY to the ***** what I will be charged, and it's MUCH cheaper than Consumer Cellular without a lot of mysterious fees!
  

• Initial Complaint

  Date:11/05/2022

  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.

  We have been Consumer Cellular customers for years and never had an issue. This is why this situation is so very disappointing. We didn't want to leave your service but you gave us no choice.We called to order new phones. We use our phones for business but don't do fancy things like games or graphics. The rep suggested the ***** G400 which was fine for our use. It had the features we needed, we thought. We asked the rep if it included wireless charging. She said yes. We found conflicting info online and asked again, she said yes. It doesn't. We didn't find this out until the phones arrived.We also mentioned we needed international calling. She said we could just use our current SIM cards since they were ********* When we got the phones and called to activate, the system automatically began activating the **** SIM card that came with it. We got to a rep and she stopped the activation, so we thought, and said our ******** SIM cards were now activated. By the next morning, they still didn't work. We called again and after 1 hour on the phone and two different people, a supervisor told us you were dropping use of ********* We asked about how we were to get international service and he could not answer. Then he finally relented and offered to send us new ******** SIM cards - but could not tell us when they would stop working. He sent them anyway. We decided at this moment to switch to ******** for our service. We packaged both phones, in the original packaging, put them both in the SAME box, put packing material around them, and sent them back for a refund. They were in perfect shape. We've now been told that we are only being refunded for ONE phone as the other one had a scratch on it. THEY WERE IN THE SAME BOX AND PACKAGED EXACTLY THE SAME WAY. This is a lie. After the horrible back and forth we have had we request some type of refund for the second phone. We were loyal customers for years and this is unacceptable. Please resolve this immediately. Thank you.

  

  Business Response

  Date: 11/07/2022

  November 07, 2022
  
  BBB 18362391
  ******************************* (#XXXXX3083)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.  We are very sorry to hear of the frustration ************************ faced after many years of service will Consumer Cellular.  We have spoken with Mr. ***************** and as a courtesy to our long-time customer, we have waived the final invoice on the account and unlocked the device.   
  
  Thank you for allowing us to address these concerns.  Please do not hesitate to let us know if we can assist. 
  
  Sincerely,
  
  **************** 

• Initial Complaint

  Date:11/04/2022

  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.

  Days before August 5, 2022, I searched online for the best price for an iPhone SE. I found Consumer Cellular to have the best price. On their website, they offered it in red & black (don't know about other colors). I chose black.I felt that Consumer Cellular would handle the transaction and that I didn't need to open the emails confirming the order or the box when it arrived. Family drama prevented me from being able to take time to download info from iPhone 8 to new phone.Last night I opened box and the emails to find out that the iPhone sent was an iPhone SE 3rd Gen in Midnight color (dark blue). I do not want this iPhone and I feel that Consumer Cellular should work with me because this is not the phone I ordered through their website. At this time they are not offering me any solution as to what to do with this phone and getting a the phone I would like and have paid for.

  

  Business Response

  Date: 11/08/2022

  BBB File No. 18361476
  *************************** Account No. *****7877
  
  To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. We have called and spoken with the customer, and she advised that she did purchase the Apple iPhone SE (3rd Gen.) in midnight; however, she thought the color was black when she made the purchase.
   
  Since the phone was purchased on 8/5/22, it is beyond our 30-day Risk-Free Guarantee and is not eligible for a return. Since the customer acknowledges that she made this purchase, she is no longer attempting to exchange the phone.
   
  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: 11/08/2022

   
  Complaint: 18361476
  
  I am rejecting this response because: See attached. Their website was deceptive. The CC customer service people acknowledge to me that the phone on web page is black and so is the swatch.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/04/2022

  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.

  I ordered a phone from Consumer Cellular and was not satisfied. I promptly returned the phone within the time allowed. The company then returned the phone to me stating it was damaged. The phone is NOT damaged in any way (I have provided pictures) and they are refusing to accept the return and are trying to charge me $200 for the phone. The company states 100% RISK FREE satisfaction. I contacted the company after receiving the phone back in the mail and they are refusing to make it right and have stated if I dont pay for the phone it will go against my credit report. This is absolutely UNACCEPTABLE!

  

  Business Response

  Date: 11/11/2022

  BBB File No. 18359270
  *************************** Account No. *****2915
   
  
  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 return of the ***** G400 was denied on 11/2/22 due to multiple scratches on the display of the phone. We attempted to contact the customer but could not reach him or leave a message.
   
  Based on the damage we are showing, we are unable to accept the phone back for a return. If the customer would like to ship the phone back for a second inspection, we are more than happy to review the phone for damage once again. However, if it is again determined to have any physical damage, including water damage, the return will be denied, and the phone will be returned to the customer with no refund due. The customer can ship the phone to Attention: Shipping at ****************************************************************** 97223.
   
  Thank you for allowing ** 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:11/03/2022

  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 have purchased a phone through consumer cellular. I had stopped using their services and they have locked me out of my phone. (I own this phone not them) they refuse to unlock it looking for a payment from me. As far as Im concerned I dont have to pay to have my phone unlocked. Again I own it. I bought it outright. They keep giving excuse deter excuse. Like its apart of an agreement or contract which *** never signed or received. In ny verbal is not legal which Ive never received either. I would like to see this resolved as I have spoken to two different supervisors and they seem to think its okay. Even tho its not okay and its illegal.

  

  Business Response

  Date: 11/05/2022

  November 5, 2022
  
   
  BBB File No.18356248
  *********************** (Account No. **********
   
   
  To Whom It May *************************** 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 cellular service provider and we do not have contracts; service is month to month.
   
  Consumer Cellular phones are designed for our service and are locked for use with our network, which is standard for carriers nationwide. The Wireless Customer Agreement (***) that is included with all of our equipment states that devices from Consumer Cellular may have been programmed with a SIM lock which will prevent it from operating with other compatible wireless telephone carriers services. The *** explains that in order for an account to qualify for a device to be unlocked, it must fulfill the following criteria including, but not limited to the following: (a) you have paid for your Device in full; (b) the equipment has been active on Consumer Cellular's service for at least six months and the account is in good standing (i.e. it has no past due amount or unpaid balance owed to Consumer Cellular); (c) your Device has not been reported lost or stolen; and (d) Consumer Cellular has the unlock code or can reasonably obtain it from the manufacturer.
   
  *************************** purchased a Consumer Cellular Link II flip phone and signed up for services online, selecting Unlimited Minutes for $15.00 plus tax and 7GB/Unlimited Texts for $20.00 plus tax. On 10/17/22, his account was suspended due to non-payment. As his flip phone is not wireless web-enabled, we have applied courtesy credits totaling $45.00 to rerate his data plan to our 1GB/Unlimited Texts plan. The balance due on his account is now $59.96, of which $32.02 is past due. Once the account is in good standing, we would be happy to unlock ************** phone for use on another provider. Please understand, Consumer Cellular is unable to guarantee the functionality of our phones or all features on another provider's network, domestic or international.
   
  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:11/03/2022

  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.

  I received a delinquent email on 10/25/22 stating i had a final balance of *****. This phone is for mr dad with early dementia,so when he is in the hospital or sick or he breaks it the phone is not used. I should have called to cancell so i understand the final bill that is due. I called customer service to pay the balance and was informed the balance is now ***** i explained the situation and asked if they could at least waive the added fees since i was now cancelling and was advised that nothing could be waived.

  

  Business Response

  Date: 11/05/2022

  November 5, 2022
  
   
  BBB File No.18353843
  *************************** (Account No. **********
   
   
  To Whom It May *************************** 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.
   
  ******************** account was cancelled on 11/03/22, when he contact us with this request. As a courtesy, we have applied credits totaling $56.56 and the new balance due is $42.07. As we have not received a payment since the account was opened on 7/24/22, the charges are valid and no further credits are authorized on this 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

• 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,
  
  *******************************