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

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

  
• 

  Consumer Cellular

  PO Box 45859 San Francisco, CA 94145-0859

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:12/22/2022

  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.

  My cell phone service is through Consumer Cellular. I use my cell phone for both personal and business calls. One of the contractors I deal with told me that he didn't answer my call because he didn't recognize the name shown in his caller ID. This was the first time I was told that the name that appears in caller ID is '*****************************' when I make a call.I contacted Consumer Cellular on 8/17/22, 11/29/22 and 12/20/22 to correct the problem. Each time I was assured that it would be taken care of. The latest conversation I had with Con Cell, the person I spoke with told me the problem would be fixed the next day.I cannot use this phone for any banking or other financial calls because they would suspect Identity Theft.

  

  Business Response

  Date: 12/22/2022

  December 22, 2022
  
   
  BBB 18626601
  ************************* (#*****9402)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding MR. ******************** complaint and allowing us the opportunity to respond.  We apologize for any inconvenience caused by the caller ID displayed on their phone.
   
  Service providers sync their records with a database called CNAM; CNAM contains the name associated with a specific telephone number. When a Caller ID correction is submitted, the change in information is submitted to CNAM. It is then up to all other carriers to sync their databases to CNAM to receive any recent changes. Carriers are not required to do this, so the timeframe for the correction to work across the board can vary and may not always be reflected by every carrier everywhere. Landline companies, including cable and VoIP companies, can take up to ninety days or longer. In our experience, those providers sync with CNAM to update their Caller ID information much less frequently than others do.
  
  In addition to this, certain phones, especially landline devices, can save caller ID information automatically once they have been called. If the name is not cleared out, even after the provider has synced with CNAM, then the incorrect Caller ID information will continue to show. The only way for this to be done is for the end-user of that equipment to physically clear the information from the Caller ID device.
  
  As a reseller of AT&T and ********* we are unable to assign a specific name to a customer's Caller ID as that is not part of our feature set. However, the Caller ID can be reset to Wireless Caller. We submitted this request on Mr. ******* behalf, and the Caller ID was successfully updated to Wireless Caller. Our customer will need to notify any previously called numbers with Caller ID devices or call logs and have them delete any records of the incorrect name.
   
  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: 12/27/2022

   
  Complaint: 18626601
  
  I am rejecting this response because: Screen shot taken this morning on a different telephone.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:12/21/2022

  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.

  In February of 2021 I bought my mother a ******* smart phone, paid in full.In November of this year my mother passed away after several months of hospitalization.I closed the account in December.Since then, I thought her phone would be a good one for my 12-year-old. I asked consumer cellular to unlock it so I can add it to my phone plan in another state with another company.They refused unless I was willing to pay the balance on her account.As I see it, 1) I own the phone outright, 2) I am not legally obligated to pay my mother's debts, and 3) I find it to be a waste of resources for me to throw a perfectly good phone in the trash

  

  Business Response

  Date: 12/22/2022

  December 22, 2022
  
   
  BBB 18623913
  *********************** (#*****6432)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding **************************************** complaint and allowing the opportunity to respond.  We apologize for any frustration caused by our companys unlock policy.  Devices purchased through Consumer Cellular contain our getting started guide with a copy of the Wireless Customer Agreement (WCA), which outlines the lock policy for the device.
   
  As outlined in the **** Consumer Cellular phones are intended for use on our service and are locked to Consumer Cellular SIM cards. For a device to be unlocked, it must fulfill the following criteria: equipment has been paid in full, the equipment must be active on Consumer Cellulars service for at least six months, the account is in good standing (no past due/unpaid balance), the device has not been reported lost or stolen, and Consumer Cellular has the Unlock Code or can reasonably obtain it from the manufacturer.  When an account is closed, the customer or their estate is responsible for all charges up to the date of cancelation and once any outstanding balance is paid in full, and the phone meets all other requirements, we are happy to unlock a phone upon 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: 12/22/2022

   
  Complaint: 18623913
  
  I am rejecting this response because: your policy does not supersede federal law.

  I anticipated that my elderly mother would hate the phone and I would be stuck with it anyway so I verified before I purchased it that I could transfer it to my cellular provider if that were the case. I will not pay more than the value of the phone for you to unlock it. 

  1) The device was paid in full, 2) she had service for more than a year and a half. 3) Even though she was on a fixed income, she only stopped paying when she was in the hospital and physically unable and you let it go for 3 billing cycles.  By law, I am not responsible for the charges and there is no estate. You know full well the charges will be written off for a tax break. 

  It would cost you nothing to unlock it.  You gain nothing by holding it hostage.

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

• Initial Complaint

  Date:12/20/2022

  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.

  Consumer cellular refunded my $27.49 today. (12/20/22). Then they started ringing my phone (twice) to go over my refund w me. This is just another attempt to keep me involved w them. They need to destroy my bank acct info, ph no and Everything else they have regarding me. If not I will continue my complaint w the Attny General. This is what CC does: they immediately find out if youre a senior and get your bank acct up front. They never tell you your phone is incompatible which is extremely manipulative, bc its not your phone itself, its your phone COMPANY thats incompatible. They know EXACTLY which phone companies are incompatible- but they dont mention anything of the kind when you call. They just sign you right up and then yank your bank account for money while shutting down your phone ( my phone just went dead after speaking to their rep after I received their SIM card) so you have NO PHONE SERVICE AND YOURE A SENIOR. And you cant have your phone unlocked by your original phone co. They KNOW THIS. They know exactly what theyre doing. Im requesting that they leave me alone and stop harassing me. I am a senior and will NEVER TRUST another company that says they help seniors. CC prey$ on VULNERABLE seniors. AND THE **** IS OUT. They better never touch my bank account AGAIN or the hammer will come down from the Attny General. They make a huge mistake thinking every senior citizen is stupid. Ive been around a long time and know a bad business when I see one. They have a 1 out of 5 rating for a reason. The entire point of CC is to get that bank account number.

  

  Business Response

  Date: 12/26/2022

  December 26, 2022
  
  BBB 18619121
  *********************** *****7416
   
  
  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 shared and are constantly looking for ways to better serve our customers.
  
  ************** filed a BBB complaint on 12/18/22 concerning a refund that she had not yet received from us. We attempted to reach ************** to discuss the refund process with her, but she did not answer or call back.
  
  We sent written correspondence to ************** regarding the details of her refund. On 12/4/22, she canceled her account, and a final amount of $27.49 was posted to the final account balance. We explained that we reviewed her account on 12/16/22 and waived all charges, including the $27.49, since she did not use the service. We also confirmed the refund with her over the phone on 12/17/22, advising since the account was canceled with no use, we voided the funds, and they would be available in 3-5 business days from 12/16/22. Since Ms. ***********;account has been fully credited and canceled, there are no remaining balances due on the account.
   
  ************** has since advised Consumer Cellular that she received her refund on 12/20/2022 and no longer wants us to contact her; we will no longer contact her regarding these concerns.
   
  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:12/20/2022

  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.

  Consumer Cellular service, I have no idea where they are located in ***********? I was told to get rid of my old cell phone, to be able to go to 5G?? Whatever that means anyhow? I was using a windows cell phone purchased from ******* but high quality. I agreed to get this consumer cellular new 5G? Consumer Cellular said I get $25 off and sent me a refurbished consumer cellular cell phone? Now looking at this cell phone it is still a 4G not 5G?? Also never got the discounted $25 and entire price was immediately charged on my credit card? I called many times to let customer service know but the $2 for two is still being added each month.

  

  Business Response

  Date: 12/31/2022

  December 31, 2022
  
  BBB File No.
  ************************* (Account No. **********
  
  
  To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. Across the entire country, wireless network providers are completing major improvements to their networks and cellular towers to deliver faster connections and higher call quality via new VoLTE (Voice over LTE) and 5G services. To create the bandwidth required for these new services, providers are phasing out older 3G service. Removing 3G services from the cellular network is not a decision that was made by Consumer Cellular. As ************************* previous cellphone used 3G for voice calls, they were notified to upgrade to a VoLTE compatible or higher phone to avoid service interruption. 
  
  **************** placed an order for the Consumer Cellular Link II - Black 8GB using our EasyPay financing option on 12/13/21. The cost of the Link II at the time of purchase was $59.00 (plus tax). As **************** received a $10.00 discount on the order, she was only charged a down payment of $4.75 for the purchase of the phone and the associated taxes. The remaining balance due of $48.00 was then set up to be billed out at $2.00 per month for 24 months. The current balance due on the EasyPay plan is $22.00 and will continued to be billed out at $2.00 per month for 11 months. 
  
  On 12/24/21, **************** purchased the *** Avid 579 - Black 32GB. The purchase price of the device was $59.00 plus tax, however, after the $35.00 discount was applied, **************** was only charged $27.75. 
  
  Both the Link II and Avid 579 cellphones are VoLTE compatible devices. We have spoken with **************** and provided the above information. She can verify the amounts paid with her financial institution. 
  
  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: 01/11/2023

   
  Complaint: 18614934
  
  I am rejecting this response because:
  
  
  
  Consumer Cellular marketing department last december 13, 2021 today is january 11, 2023?  At home I have the actual purchase of two consumer cellular phones I was required to purchase because in november of 2021, i was told that the non consumer cellular phones i was using on the consumer cellular network were never going to work in 2022??  I was forced to make this purchase?  It was not this ********* E that has answered this complaint it was an expert on 5G consumer cellular marketing employee. This CC EMPLOYEE TOLD ME I HAD TO PURCHASE CC CELL PHONES EVEN THOUGH THIS NEW PURCHASE OF CC CELL IN 2021 WERE AND ARE IN 2022 4G??  THE PURCHASE FROM CC IS STILL BOTH 4G NOT NOT 5G, THAT WAS THE PURPOSE OF MAKING THE CC PURCHASE TO ACQUIRE TWO 5G NOT 4G BECAUSE CC TOLD ME THE 4G WOULD NO LONGER WORK IN 2022???  THE PURCHASE ORDER SAYS CC SENT ME ONE **** PHONE AND ONE SMART REBUILT PHONE??  AT HOME I HAVE THE ACTUAL PURCHASE CONSUMER CELLULAR PURCHASE ORDERS BOTH PHONES COST $59 BUT DISCOUNTED $25 THE REMAINDER TO PAY IS ONLY $24 TOTAL ON THE **** PHONE ONLY BECAUSE IS CONSUMER CELLULAR IS STILL BILLING ME $2.00 PER MONTH FOR 24 MONTHS??  WHICH IS TOTALLY WRONG AND UNTIL I NOTIFIED THIS BBB NO ONE GAVE ME AN ANSWER AT ALL ALL YEAR LONG??  DISGRACEFUL??  THE SMART PHONE I 100% FULLY PAID.  FACTS  THANK YOU I WILL SEND YOU THE PAPERWORK I HAVE AT HOME THANK YOU
  

  
  

   

  Customer Answer

  Date: 01/21/2023

  i will need to scan my documents to be able to show you the two consumer cellular phones told to purchase last dec of 2021. today is jan 21, 2023

  Customer Answer

  Date: 01/24/2023

  Tuesday,  Jan 24, 2023  Response for BBB complaint number ******** with consumer cellular billing me for two cell phones one a refurbished consumer cellular smart phone and the other a flip open consumer cellular phone.  Attached find the purchases made for these two cell phones.  In December of 2021.  Both the cost is $59 less a discount from consumer cellular of $25 view the attached to find this information from consumer cellular?  Yet my consumer cellular phone bill keeps charging me two dollars per month all the time for the purchase? Both consumer cellular cell phones are paid off in full?  The smart was paid off by my credit card? The flip consumer cellular cell phone  is being billed every single consumer cellular cell phone bill I receive? NOT ONLY THIS OUTRAGEOUS $2 PER MONTHLY CONSUMER CELLULAR BILLING BUT I NEVER RECEIVED TWO G5 BOTH ARE G4?  I WAS TOLD BY CONSUMER CELLULAR BACK DEC 2021 THAT MY NON CONSUMER CELLULAR CELL PHONES WOULD NOT WORK ON THE G5 CONSUMER CELLULAR NETWORK UNLESS I PURCHASED BACK DEC 2021 THEIR CONSUMER CELLULAR CELL PHONE AND THESE WOULD BE G5?  BOTH OF THESE PURCHASES BACK DEC 2021 ARE NOT G5????  I NEVER NEEDED TO MAKE THE PURCHASE OF THESE TWO CELL PHONE AT ALL???  AS I ALREADY HAD G4 CELL PHONES? NOTHING WAS WRONG HAD I NOT PURCHASED THESE TWO ORDERS NOTHING?  AND ON TOP OF THIS NONSENSE I NEVER GOT G5 CONSUMER CELLULAR CELL PHONE THEY ARE BOTH G4???  THANK YOU BBB ******** *********** CONSUMER CELLULAR CENTER.   
  

  
  

• Initial Complaint

  Date:12/17/2022

  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.

  Since I cannot find my complaint on the board I cant respond to the solution offered by consumer cellular. I read their response and they are liars. They told me that my refund of $27.49 fell through the cracks and Im saying it was never ever going to happen. Because 2 supervisors called and told me it was going to happen. And it did NOT. Now 12/16 they promise it will happen but there is no security or proof that it will happen. I waited 2 weeks for a refund that never came. Now they say theyve canceled it from the 4th and reissued it. Apparently there was Nothing to cancel so this rep is a LIAR. Lets see if I get the refund this time. My bank has no holds on refunds whatsoever. This company will go out of business soon I predict. Theyve been stealing from seniors at Christmas long enough. Their service reps are ignorant people who dont explain anything to you. Its all about greed. Theyll be humiliated and shut down just like other phone companies have been in the past. Once again lets see if they return the money they stole from a senior at Christmas. Theyve sent me another invoice though they promised me my account is closed. I will have to change my debit card bc of these greedy liars. Theyve been sued by everyone including their staff. They must pay low bc they do not have one professional working their phones. The supervisors are desperate to make it your fault bc they have NO SKILLS. Shame on this creepy company.

  

  Business Response

  Date: 12/26/2022

  December 23, 2022
  
  BBB 18604072 
  *********************** *****7416
   
  
  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 shared and are constantly looking for ways to better serve our customers.
  
  We attempted to reach ************** to discuss the complaint with her, but she did not answer or call back.
  
  We understand Ms. ****** concerns about being refunded $27.49 for the service she did not use. We sent written correspondence to ************** regarding the details of her refund. On 12/4, she canceled her account, and a final amount of $27.49 was posted to the final account balance. We explained that we reviewed her account on 12/16 and waived all charges, including the $27.49, since she did not use the service. We also confirmed the refund with her over the phone on 12/17/22, advising since the account was canceled with no use, we voided the funds, and they would be available in 3-5 business days from 12/16/22. Since Ms. ***********;account has been fully credited and canceled, there are no remaining balances due on the account.
  
  In ****************** later concern, she advised she no longer wants us to contact her. Therefore, we will no longer contact her regarding these concerns.
  
  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:12/16/2022

  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.

  I tried to switch to Consumer Cellular. I was unable to do so per my TMobile acct. CC took all my details ie bank acct number and my phone number. When ******** tried to get my phone number back they could not. I ended up w no phone number and no service from CC on my phone. I AM A SENIOR AND THIS WAS TERRIFYING. I ALSO HAD COVID AT THE ***** I bought a SIM card from ******** 2 weeks later and have a new phone number w TMobile. Suddenly CC bills me $27.49 and Ive never had their service. Ive been trying to get it back for almost a month and theyve had every excuse even though they said they see Ive never used their service. 15 argumentative phone calls later they still will not refund my money. They said they cancelled my account but I recently got a new invoice from them. This company is crooked and is run by criminals at the top. They steal money from Seniors and twist everything so badly you give up. Dont go with them. Sloppy everything. Thieves. Ive called my Attny Genl.

  

  Business Response

  Date: 12/17/2022

  December 17, 2022
  
   
  BBB 18601224
  *********************** (#*****7416)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding *************************** complaint and allowing us the opportunity to respond.  We apologize for any inconvenience caused when attempting to use their own phone with our service.
   
  For a phone from another provider to be compatible with our service, the phone would need to be a fully unlocked GSM-compatible phone (a phone that takes a SIM card). While we have had great success with most third-party devices, we cannot guarantee the functionality of all devices or all features of a non-Consumer Cellular device with our service.
   
  Our customer requested to transfer their number to Consumer Cellular on 10/17/22 while setting up their account with us.  The transfer was completed on 10/23/22; however, it was determined their phone was locked to the previous provider and would not read our SIM card. At the time the order was initially placed, our representative advised ************** for the phone to be compatible, the device would need to be unlocked by their previous provider.  We apologize if there was any confusion regarding their locked phone.
   
  Currently, the account was cancelled, and all charges have been waived as of 12/16/22.  The payment of $27.49, which posted to the account on 12/04/22, has been voided, and depending on the processing time by their financial institution, the funds should be available within 3-5 business days.
   
  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:12/16/2022

  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.

  Consumer Cellular has been robbing me by sending me outrageously expensive cellphone charges that I do not owe and they did not give me the cellphone services they claim. I signed up for $20 a month service but they sent me phone bills for $70 and I had not used that much service. Their service is a scam. I want them to stop contacting me and to clear my account.

  

  Business Response

  Date: 01/03/2023

  January 3, 2023
  
   
  BBB/18597775
  *********************** (#*****2601)
   
  
  Dear BBB,
   
  Thank you for allowing us the opportunity to address the concerns raised by ************. We are sorry to hear the customer is frustrated by service fees and any confusion regarding our policy.
   
  In regards to his account balance, please be advised that Consumer Cellular is not a prepaid service provider, we bill in arrears for monthly service and usage. Once an account is canceled, a final invoice is issued for service and usage through the accounts cancellation date. Unfortunately, the balance on his account was not paid. Since we did not receive payment, the account was transferred to the collection agency, **************************** (PCS), on 12/27/22. Consumer Cellular is no longer pursuing collection efforts, all contact regarding this balance after 12/27/22 would be provided through PCS. When an account is moved to PCS, the entire account - including the balance owed - is transferred. All payments, arrangements, negotiations, or questions about the balance should be referred to PCS (****************************) at **************.
   
  Sincerely,
  
  ***********************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.com

  Customer Answer

  Date: 01/03/2023

   
  Complaint: 18597775
  Sst
  I am rejecting this response because: as I sta
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/15/2022

  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.

  Its a long story but jist of this is I Basically ordered a phone for my father and I. I already had a phone. So I had to order him a new phone because it was not acceptable to the Sim card for your service. I received a phone from the company and it did not have a tray or a Sim card. I spent a week discussing this with several people and they said this never happens well. I said it that did happen. I just need a new phone or I can go pick up a new phone. I was sent to target twice I was told to turn this into the insurance company which we did not damage the phone. Thats the way it came. Then the company that my father had the phone through prior to this cut his phone off he is a 76-year-old man and has not had a phone for now almost 2 weeks. We cannot get a pin number to go back to his **** because no one will call us back. This has been the worst service I have ever had ever. I will be reporting this to the better business bureau, ****************** everyone because this has been horrible. You can see my comments and discussions through every phone call Ive made to your company. Tomorrow when somebody opens up, I will be reporting every bit of this. By the way, you left an elderly man which I have reported several times to consumer cellular without a phone and Ive reported that to 3 to 5 people and no one would help me. And then I was sold a phone that had not its parts, but no one would help me figure out how to get rid of it or who to take it back to because I did not damage it. Thats the way it came. Worst service ever.

  

  Business Response

  Date: 12/22/2022

  December 21, 2022
   
  BBB #********
  ********************* (#XXXXX4478)
   
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry for **************** frustrations with transferring to our service. We certainly want our customers to have the best experience possible.
   
  We have tried to reach out to ************ multiple times and have been unsuccessful. We would be happy to replace the phone she purchased from us free of charge; however, we do need to speak with her. The last time she spoke with us, she let us know she was considering transferring the number to another provider.
   
  Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can assist.
   
  Sincerely,
   
  ****************
  Executive Resolution Administration
  T ************ F ************
  ******************************************
  www.ConsumerCellular.comTell us why here...

• Initial Complaint

  Date:12/14/2022

  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 brought a new phone and plan from consumer cellular , in the month of october , i decided that it was to much for my budget , i send the phone back and cancelled the plan with the apple care plan for the phone , at that time they contracted with apple to sell there products on there website to there clients along with any new or old plans , after i had cancelled my plan for the new phone and send it back to them , i was billed for apple care after i had cancelled the plan threw there representative , i compliant to consumer cellular about the bill i had received and charged for , i feel that because they had the contract with apple care listed on there website for there clients this should have settled when i called and cancelled the plan with my provider over the phone and mailed there product back to them , i should have not been billed after i cancelled the plan for the phone , i feel that consumer cellular had a responsibility to there clients to make sure this was taken care of because it was there partnership that advertised apple care on site for there consumers , it was there responsibility not the clients to call apple to have there checking account reimbursed for money apple billed them for after the cancellation of the plan.

  

  Business Response

  Date: 12/19/2022

  December 16, 2022
  
   
  BBB #********
  *************************** (#*****7416)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding ******************************* complaint and allowing us the opportunity to respond.  We apologize for any frustration caused by the cancelation of the AppleCare+ protection plan.
   
  Reviewing the account, at the time ****************** purchased the Apple iPhone 13 they did not select the option to add the AppleCare+ protection plan to the order.  Had the protection plan been added to the phone at the time of the order, the monthly charge would be listed on the invoice and when the phone was returned the protection plan would be removed.  Due to the protection being added after the purchase of the device, the order for AppleCare+ was processed directly through Apple.  When the iPhone 13 was returned, it is the customers responsibility to cancel the protection plan by contacting Apple directly.
   
  While Consumer Cellular does offer the option to purchase AppleCare+ when initially purchasing an iPhone, if the protection plan is added to a device after the purchase has been completed, this is done through Apple directly and is not billed by Consumer Cellular.  As a result, when the iPhone 13 was returned for a refund, the customer would have needed to contact Apple directly by phone, online or other options listed in the Apples Terms and Conditions to cancel the AppleCare+ with Apple.
   
  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: 12/21/2022

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/11/2022

  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 was was with Consumer Cellular (CS) for about four years, I always paid my bill. I switched companies because I got a better deal and I CANCELLED my CS plan one day after my billing day. At the time I cancelled CS account, my monthly bill was $48.00 and I was paid up. They should have pro-rated a charge, maybe for another week of service but they charged me $95.00. I spoken to them about this and there is no reasoning with them and they keep adding late fees. Now, they are trying to charge me $104.00. They are like loan sharks and apparently don't care that I will never recommend them to anyone....

  

  Business Response

  Date: 12/16/2022

  BBB File No. 18557914
  ********************* Account No. *****3029
   
  
  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. Upon reviewing the customers account, we are showing that the customers account was canceled on 9/8/22 when the phone numbers were successfully transferred to another service provider. Consumer Cellular bills in arrears for services and usage. This means that there will always be a final invoice that will generate through the cancelation date.
   
  The customers billing cycle ran from the 17th of the month through the 16th of the month. This resulted in a final prorated invoice for $36.60 that covered the billing period 8/17/22 through 9/8/22. However, on 9/14/22, we received a dispute from the customers credit card company disputing the payment of $47.94 that was processed on 9/6/22 for the billing period 7/17/22 through 8/16/22. When a credit card payment is disputed, the funds are refunded back to the customer and applied towards the account balance in addition to a $5.00 late fee that is assessed. Since payment has not been received, additional late fees have been assessed on the account, bringing the total balance due to $104.54.
   
  If the customer makes that payment of $84.54, which covers the charges during the billing periods 7/17/22 through 8/16/22 and 8/17/22 through 9/8/22, we may be able to waive the late fees that have been assessed. We attempted to contact the customer to address her concerns further; however, we were unable to speak with the customer.
   
  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: 12/16/2022

   
  Complaint: 18557914
  
  I am rejecting this response because:
  

  Dear BBB and Consumer Cellular (CS),

  
  My monthly bill, (about $48.00,) was paid automatically every month on the fifth.  I cancelled service on Sept. 07, 2022, my billing date was Sept.  05, 2022 but CS charged me for a full month and when I disputed it, they charged me additional late fees and apparently another entire month of service that I didn't have.
  
  
  I had considered possibly going back to CS when my new phone service for fifteen bucks/month ended (if I was going to be charged more than fifty monthly to renew) but after this ordeal, I doubt I would ever go back to CS and I doubt I'd ever recommend them to others.... 
  
  
  All I ever had was a flip phone with CS and only phone service, no internet etcetera.  I had to buy the phone and they charged nearly fifty/month just for phone service and now they want to rip me off more....  They offer to remove the late fees, what about charging for almost a full additional month for two days  (Sept. 5th to Sept. 7th) of service...?

   

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