Business Profile

Mobile Phone Service

Consumer Cellular

Complaints

This profile includes complaints for Consumer Cellular's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,503 total complaints in the last 3 years.
487 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:12/05/2022
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 thought I was through with this dishonest company after my last complaint. However, I just discovered that they continued to charge me for service after my service was disconnected! Due to multiple surprise charges that they don't tell you about when you sign up, I asked them to only disconnect my cell phone because I couldn't afford 2 phones on their high bill. They disconnected BOTH my phones (without my authorization) and left me, as an elderly person alone, without any means of communication! The disconnect of both my phones happened on 11-2-22. I just discovered 2 charges on my **** AFTER the phones were disconnected! One was for $37.76 charged on 11-16-22, and another for $14.58 charged on 11-22-22. Total $52.34 charged after they disconnected my phones! My billing period ended on the 16th. Therefore, my bill should have been prorated from Oct. 16 to Nov. 2 - only 17 days of service before they cut off both my phones!!!
Business Response
Date: 12/08/2022
BBB File No. 7045616
*********************** Account No. *****0746

Dear ********************,

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 customer canceled the account on 11/2/22. At the time that the account was canceled, there was a balance due of $52.34, which covered the billing period of 9/27/22 through 10/26/22 with a due date of 11/16/22. A final prorated invoice was then generated for $14.58, which covered the prorated billing period of 10/27/22 through the cancelation date of 11/2/22 with a due date of 11/22/22.

On 11/14/22, as a courtesy, we waived the prorated balance of $14.58. However, when a credit is applied to an account, it is posted to the oldest balance pending on the account. As a result, the credit of $14.58 was applied toward the balance of $52.34, reducing the balance due to $37.76. This left a remaining balance of $14.58, which was processed on 11/22/22. The total charge between the two payments equals $52.34, which covered the billing period from 9/27/22 through 10/26/22. We attempted to reach out to the customer to discuss her concerns further; unfortunately, we were unable to reach her and had to leave voicemail messages.

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: 12/09/2022

Complaint: 18523919

First of all, I DID NOT CANCEL MY ACCOUNT!!! THEY DID!!! - Without My Authorization! - leaving an elderly woman alone with no means of communication or getting help in an emergency! For the stress they have put me through and endangering my life, they shouldn't charge me another cent!!
My payments were Automatically charged to my ***** and on ***** $45.48 was paid to them. I only owe them for 17 more days before THEY cancelled my service! This unethical company will never take responsibility for what they did to me, and I will NEVER agree to what they claim I owe!
So BBB, please close this complaint as UNSOLVED and at least people can read what they did to an elderly woman!

Sincerely,

***********************
Initial Complaint
Date:12/04/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I called Consumer Cellular on Wed. 11/23/22 at about 12:33 pm about a usage alert I received I spoke with *******. I told her that I had received the usage alert on Sun. Nov. 6, . So I called C.C. and spoke with ******* and she told me there was no longer a 3GB plan and now it was a 5GB plan at no extra cost so I told her to go ahead and put me on the 5GB plan of which I received a email confirmation of text/data change. On Nov. 7, I received another email confirmation of a text/data plan change from a 5GB down to a 1GB plan. Upon receiving another usage alert and calling C.C. about the change I was told that I had called in and requested the change, which is totally untrue and I was not even aware of the change until I received the usage alert.******* said that someone had tampered with my account to make the change and it could only have been *******. I would also like to know and verify that I called in and requested the change down to 1GB,and just not be told that I did because I did not. Also the emails that get sent out to customers should have some type of designation as to who sends them out, other than a certain department.
Business Response
Date: 12/07/2022
December 7, 2022

BBB #********
*********************************** (#XXXXX6383)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We have spoken with ************************ regarding his frustrations with the rate plan. We have confirmed with the customer that he is on the unlimited talk, text, and 1GB plan. With Mr. *********** approval, we turned off the auto upgrade, so he will remain on the 1GB plan if all 1GB is used. As a courtesy to our long-standing customer, we provided a credit for his monthly rate plan charges.

Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.

Sincerely,

****************
Executive Resolution Administration
T ************ F ************
******************************************
www.ConsumerCellular.com
Customer Answer
Date: 12/08/2022

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:12/02/2022
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 bought an iPhone 14 from consumer cellular. The esim would not connect. Finally after many phone calls got the iPhone working, but shut down my wifes phone. Now they cant get my wifes phone working. Resolve is to get the phone number ************ working and get credit on my bill for days without a phone.
Business Response
Date: 12/10/2022
December 10, 2022

BBB File No.
*********************** (Account No. **********

To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any frustration caused by the activation of his new iPhone 14. We have attempted to contact him to ensure both lines are working properly, but have been unable to speak with him. We can confirm that usage is reporting for both lines. Should he need any assistance, he is welcome to contact us at ************.

Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.

Sincerely,

**********************
Executive Resolution Administration
T ************ F ************
******************************************
www.ConsumerCellular.com

Customer Answer
Date: 12/10/2022

Complaint: 18516904

I am rejecting this response because: currently waiting to see how much I am billed for providing education, training and consultation, being without service. The bill will resolve this matter hopefully.

Sincerely,

***********************
Business Response
Date: 12/13/2022
December 13, 2022

BBB File No. ******** Rebuttal
*********************** (Account No. **********

To Whom It May *************************** you for contacting us with Mr. ******* rebuttal and allowing us the opportunity to respond. We have applied a credit of $3.97 due to lack of usage on his additional line and an additional credit of $30.00 as a courtesy for any frustration. The balance due on the account on 12/28/22 is now $113.58.

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: 12/14/2022

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:12/02/2022
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.
Account # ********* ************************* ******************************************************* Today, 12/2/2022, I received a phone I had returned due to overheating. Accompanying the phone was a letter stating:Consumer Cellular ****************************************************** General Denied Return Note: Denying Order #******** for return. Device has physical damage with scratches to the display.Since this phone is in PERFECT CONDITION, no blemishes, no scratches anywhere on the phone, I called the contact number ************ and explained the situation. Nothing changed. They will not honor the return. Again, this phone is in PERFECT CONDITION. As customers, we put our trust in a company to provide ethical service, Yet we are faced with a problem that is practically impossible to resolve when the returns department does not act ethically. There is essentially no way to prove that there is no physical damage to the phone. Consumer Cellular has no physical locations to take the phone to for a second opinion. I offered to send pictures of the phone but they denied my request stating that they hold a light up to the phone when inspecting for scratches. This is completely unacceptable treatment!
Business Response
Date: 12/09/2022
December 9, 2022

BBB File No. 18516699
************************* (Account No. **********

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Upon review of Ms. ******** account, I see that the phone was denied for return on 11/28/2022 due to physical damage with scratches to the display.

For a phone to be returned to Consumer Cellular, the phone must be in like-new condition. Any physical damage or damage due to liquids or extreme temperatures voids the warranty. Due to the physical damage, the warranty has been voided, and the return was denied. The requirement that phones be in like-new condition with no physical damage cannot be waived.

Once the new phone leaves the care of Consumer Cellular, it is the customer's responsibility to return it in like-new condition. Of course, returned equipment is received and processed in a safe and controlled environment within our shipping warehouse. When Consumer Cellular gets the equipment, the **** number is verified to confirm that the correct phone was received. Once we have confirmed the **** number, the phone is inspected, and if any damage is found during the inspection, pictures are taken of the **** number of the device and the damage for our records. This is done to ensure that any apparent physical damage is recorded immediately.

We apologize for any frustration or inconvenience ****************** may have experienced. We have spoken with ******************, and the device isn't eligible for a credit or refund. We will accept if you would like to return the new device to offset the **** It was a pleasure working with ******************, and she is welcome to contact us any time.

Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can assist.

**************
Executive Resolution Administration
T ************ F ************
******************************************
www.ConsumerCellular.com
Initial Complaint
Date:12/02/2022
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.
In August of 2022, I went to Target in ****** to change cellular service from ***************** Sprint to Consumer Cellular. After trying to initiate the service, I was sent to another Target to get the Sim card. It never transferred. I was never able to get service. So, in October, I attempted with the assistance of an AT&T agent, to transfer my service to ***** Since then, and multiple attempts from ********* and ***** they are unable to port my number to ***** and say that the issue is Consumer Cellular. I personally have spoken with all 3 carriers. My reception through ******** is poor, and I need a reliable service. Can you please help me to port my number. This is the first time I have contacted the Better Business Bureau, I hope you can help.
Business Response
Date: 12/03/2022
December 3, 2022

BBB #********
*********************** (#*****5167)

Dear BBB,

Thank you for contacting us regarding Ms. ***************** complaint and allowing us the opportunity to respond. We are sorry to hear ****************** is having trouble transferring their number to a new provider.

After reviewing their closed account with Consumer Cellular, the transfer to our service did not complete, and we have confirmed the request in our system has been cancelled. To complete the transfer, ****************** will need to contact their current and new provider to have the request completed.

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: 12/05/2022

Complaint: 18515990

I am rejecting this response because: As of this moment, AT&T is still unable to port my number!

Sincerely,

***********************
Initial Complaint
Date:12/02/2022
Type:Sales and Advertising 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 2018 when the GRAND PAD was out. My wife and I order it. We sent it back immediately we wasn't ready for it. From that time on until yesterday 12/ 01/2022 they had been charging us for it. We notice on our bill they were billing us, because our payments are autopay and I purchase a phone from them with monthly payments we had no problems in past we never gave it a thought we trust them, it was notice when we went to upgrade her phone with them they acknowledge there error and only offer us ****** when they were taking $40.00 a month we was disappointed we called the **************** we surprisingly got the run around from 2 **************** Agents and a Supervisor we asked to be transfer or have our complaint forwarded they said it couldn't be done. We explain we were not trying to get rich but no close to a reasonable amount. Prior to this we viewed them as one of the Best Company's period beside this incident we still do. PS in 2018 during that time was in the hospital with her second major stroke. Anything respectful is better [ Monetarily and forgiveness us which we had and from them. We be with along be for 2018 longer then most of those on there commercials.
Business Response
Date: 12/07/2022
December 7, 2022

BBB File No. 18514301
***************************** (Account No. ***** *****

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for the frustration and inconvenience caused to our customer. We recently spoke with ****************** about the billing adjustment, and a credit of $572 was applied to the account. It was indeed our pleasure working with *******************

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.com
Customer Answer
Date: 12/07/2022

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:11/30/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
After failing to get a Cons. Cellular (CC) phone to access data and cell service after many attempts, I returned the phone to CC. On 9/14/22, I recv'd an email from CC stating that my return was accepted and my credit card was refunded in the amount of $271.33. On that day I checked my account and there was a PENDING credit in that **** On 9/20/22, I pulled up my 9/20 credit card statement and found no refund, nor was there a pending refund. I called ***** and was told that the merchant withdrew the credit and they could only assist me by disputing the original phone purchase in the *** of $281.33. Within a few days, both the refund and the disputed amount had been credited to my acct. I called Chase & asked them to return $281.33. The funds were reversed from my acct on 9/30/22 and remitted to CC on 10/4 or 10/5/22 with a reference that the dispute was cancelled. I have called CC several times since and explained what happened. To my knowledge no one at CC has looked for these funds or told me that they intend to look for these funds. I have been told by 2 billing reps, that the ***************** is very slow". They just keep sending me past due bills and somehow expect me to pay them AGAIN, when they have had these funds since 10/5. This is beyond poor service. This is more like extortion.
Business Response
Date: 12/01/2022
December 1, 2022

BBB File No. 18413842
*********************** (Account No. **********

To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. On 9/06/22, *************************** cancelled her account and set up a return for the ***************************** 64GB. On 9/14/22, the return was processed and a credit of $281.33 was issued to the credit card on file. Depending on the bank, a refund can typically take about **** business days to appear in the account.

On 10/03/22, we received notification that ************** had disputed the payment of $281.33 that was processed on 8/28/22. Since funds were not collected, the payment was reversed and a $5.00 late fee was applied to the account. Our billing department has spoken with ************** and advised that the disputed charges have not yet been received by Consumer Cellular. She does have the option to make payment of $281.33 and if we do receive the funds back from her bank, we would issue her a refund. It was explained that it if her bank reverses the dispute, it could take months for the funds to be returned and oftentimes the funds are not sent back to us. Our billing department has reached out to our accounting department, however, we do not show that the funds were returned.

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: 12/04/2022

Complaint: 18413842

I am rejecting this response because I have a BS in Acctg, worked 15yrs for a bank with assets of $70B, and for a time worked as an accountant for a federal agency liquidating failed S&Ls. Credit or deibits to credit card accounts do not just disappear. The are either posted or in pending. ********** informed me that CC withdrew the refund. I BELIVE CHASE BANK. In any event these funds were returned to you on 10/4 or 10/5. As regards Para 2, from sentence 3 onward, these conversations never occurred. Two billing reps declined my suggestion to check with their Charge ********* and told me they would notify Acctg. Both warned me that ACCTG was VERY SLOW. No one ever told me that anyone had even looked for these funds. Para 2 is revealing. I found the absolute acceptance by 3 billing reps that the Chase funds were at CC, but not applied initally puzzling. But now I know that this is a common occurrence. The idea that a company can locate a debit to their account in days, but it takes MONTHS!! to find the corresponding credit received from the same party, presumably through an established conduit is ludicrous. My experence with CC has been a STRESS MARATHON. Instead of an apology, they want me to pay for a phone that I don't have. They are not due any monies from me, but for my own mental and physical well-being, I will pay them again, this time by check with a notation that it's a double payment. I expect a refund within a year. If I do not receive it, I will update my BBB complaint. I expect just one courtesy from CC: That they advance the due date of my "bill" to 10 business days, plus CC processing time, from the date I mail the check. When I hear that proposal has been accepted, I will put a check in the mail, return receipt requested.

Sincerely,

***********************
Customer Answer
Date: 12/09/2022
ON 9/20, upon notice from Chase that CC had withdrawn their 9/14 pending phone refund credit of $271.33, ***** initiated a credit dispute in the *** of $281.33, the phone purchase price, as they had no mechanism to dispute a withrawn refund. CC sent me a 10/3 notice that they had received a chargeback of $281.33 and that I now owe this ***, plus a $5 late charge.
In the interim, the original phone return refund of $271.33 and the disputed charge in the amount of $281.33 were credited to my Chase acct. ***** reversed $281.33 from my acct on 9/30 and issued a notice to me that they were returning the funds to CC. I confirmed with ***** twice that $281.33 was sent to CC's bank notated as a cancellation of the credit dispute and that they should have received the funds and the notice by 10/5.
AT THIS POINT, CONSUMER CELLULAR WAS MADE WHOLE.
Since CC has lost or misappled the funds sent to them by ***** in Oct., they expect me to take responsibility for their out-of-control bookkeeping problems, and pay them what has not become $291.33. It is very odd that the first time I heard that anyone had even LOOKED for these funds, was from ********************** on 12/1. (Two months after the funds were remitted).
Paying them the $291.33 after ***** had reimbursed CC $281.33 represents a double payment or perhaps a gift to CC. However, I plan to pay this amount (under the conditions noted earlier), for the sole purpose of getting CC out of my life and hopefully preventing them from seriously damaging my credit. I expect that if CC ever locates ******* remittance to them, they will refund me $291.33
***********************;

Business Response
Date: 12/19/2022
December 19, 2022

BBB File No.18413842 Rebuttal
*********************** (Account No. **********

To Whom It May ********************* you for contacting us regarding this complaint and allowing us the opportunity to respond. Our billing department has spoken with ************** and advised that the disputed charges have not yet been received by Consumer Cellular. She does have the option to make payment of $281.33 and if we do receive the funds back from her bank, we would issue her a refund. It was explained that it if her bank reverses the dispute, it could take months for the funds to be returned and oftentimes the funds are not sent back to us. Our billing department has reached out to our accounting department, however, as of 12/19/22, we do not show that the funds were returned.

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: 12/20/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and accept the proposal only because it is clear that there is no resolution coming out of Consumer Cellular's Resolution Admin, and I don't want to waste any more time, effort or money pursuing this further.
It is extremely unfortunate that the purported conversations I supposedly had with the ************* did not occur. The conversations I did have included only statements that the Acctg. ***** was very slow. I never would have assumed that those statements meant " it could take months" or "they may never be located." Such information, though still unbelievable to me, may have saved me two months of banging my head against a wall.
Now that I have become aware of the inability of Consumer Cellular to manage their receipts, I decided it was too risky to send a check. Who knows where that would end up? So yesterday, I submitted a payment of $291.33 through the CC website.
I have my doubts that I will ever see this money again, however, I am finally out of the endless loop of dealing with Consumer Cellular.

Sincerely,

***********************
Initial Complaint
Date:11/28/2022
Type:Billing 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.
When I send a SMS to Canada with my Consumer Cellular cell phone plan, per my plan, I am charged 5 cents per message. When I receive my bill, the number of text messages billed does not match the actual number of messages sent; some of the entries on the bill are duplicated. This is easy to see, since the timestamps are the same on the duplicated entries (see attached screenshots), and also, when I look at my text thread and I count the messages I sent to a particular number during the billing period, I can clearly see that the number of messages (text bubbles) sent do not add up with the number of messages billed. This has been ongoing for the last 2 billing cycles. I have been using this company for only 3 months. When I call to report the discrepancy, I am credited, but I believe that this is by design. If Consumer Cellular does that to its millions of customers, those 5 cents that are over charged here and there do add up in their pockets. If this were a glitch in their system, I would sometimes not be charged for the messages I send, but it has yet to happen. Also, on the bill I receive via email, I see every single free message sent and received plus my calls, but to see the only messages for which I am billed extra, I need to download a PDF of the bill. Why is that you think? Plus, I have to pay an extra $5.00 per month (25% of my bill) so that they do not take money straight out of my bank account to pay themselves automatically. Again, why you think? The 2 screenshots I am attaching from my latest bill due 12/15/2022 only show 2 examples on that bill, but every entry on it with the same timestamp is a duplicate. Enough is enough!
Initial Complaint
Date:11/28/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a ***** C-100 Navy 32GB cellphone from Consumer Cellular on November 7, 2022 and I had not received my phone by November 15, 2022. So, I called the *********** and the automated system stated it had been delivered on November 10, 2022. It was left in my apartment building hallway by the mailboxes where everyone enters the building, which I don't understand why it was not taken to my door since it could not fit in the mailbox. I called Consumer Cellular on November 16, 2022 to report I had not received my cellphone and I told them what them what happened, I was put on hold several times while the Representative discussed it with the Supervisor, well after 40 minutes of waiting she informed me the Supervisor would call me back. Well it has been two weeks and I have not heard from them. I would like one of two things to take place send me another phone to my job or refund my money. I don't have money to pay for a cellphone that was clearly stolen from the hallway. I would like to have this issue solved before the end of this month November 30, 2022. Thank you
Business Response
Date: 11/29/2022
BBB #********
*********************** (#XXXXX3651)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry that the phone was not delivered to **************** directly. We can imagine the frustration of not receiving the phone when expected. We have spoken with ****************, and she has chosen to have the phone refunded to her rather than another sent out. We discussed the local location that carries the phone for her to purchase directly at the store.

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: 11/30/2022

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:11/28/2022
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.
Received a iPhone by mail. Phone out of the box was in an infinite error loop. I was on the tech support line for 7.5 hours, simultaneously with APPLE and CONSUMMER Cellular. Apply blamed CC, CC blamed Apple. I got nowhere. I then requested a refund for the phone because I was not only in a bad endless loop on the phone, but also with customer service. I then spend an additional 1.5 hours with apple to reformat the phone so it could be returned (at CC request). They logged into my computer and helped me thru this process. The process was successful as per Apple. [Note that when I booted the phone back up, it then again went into an endless loop]. There was no personal information or anything left on the phone per apple. I sent it back. Then a week later a delivery was attempted to my house from CC, I assume they were refusing the phone that I had out of the box for 8 hours. I REFUSED the package at ***** They should be getting it back in a few days.This seems like a scam where they are trying to take advantage of seniors. Phone was in the condition received and returned on the same day. Also, it seems suspicious that they would blamed it on apple (and apple blamed it on CC). In the end, I received the faulty phone from CC, and as a result, CC needs to stand behind what they sell. AGAIN, it was reformatted as per apple and returned in the condition received with all materials. All I want is refund at this point.
Business Response
Date: 11/29/2022
BBB #********
******************************* (#XXXXX2167)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear of ********************** continued frustration. When Consumer Cellular received the iPhone ********************************************** We have verified that the Find My iPhone is still enabled on the phone, indicating the device is still associated with the customers Apple ID. As previously explained, the Apple ID needs to be removed before we can accept it as a return.

We are aware that the phone is currently on its way back to Consumer Cellular. Once received, if the Apple Id is still on the phone, it will automatically be denied and returned to **********************. Since we show an Apple store location in his area, we suggest setting up an appointment for assistance in person on removing this. Or we would also be happy to provide the instructions to ***********************

If he does not know his Apple ID and/or password, he will need to contact Apple for further assistance, as we do not have access to any information about the Apple ID and password. He can reach Apple Support by calling ************** or via the web at *************************. Also, he can find more information and support for recovering your Apple ID and/or password at *************************. Go to *************************/en-us/HT201487#help for additional steps to reset your Apple ID password. Receive assistance recovering your Apple ID and/or password by visiting an Apple store. You can find your local Apple store online at *****************************.
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.com
Customer Answer
Date: 11/29/2022

Complaint: 18471800

I am rejecting this response because: Apple has said that they cannot do anything else requested by CC to the phone. They state that the "eSIM" was faulty and that CC created an infinite loop that only CC can fix. I did go thru all procedures requested by CC, I was on the tech support at the same time with APPLE and CC, for 7.5 hours. In the end, ***** said that CC was at fault and put the phone into this state. I will not accept the phone and have contacted my credit card. Now I seem to be in an infinite loop whereby CC is not taking responsibility for their produce they sold. Ultimately they are responsible for this mess. Again, I believe that CC is taking advantage of seniors.

Sincerely,

*******************************
Business Response
Date: 12/14/2022
December 14, 2022

BBB Rebuttal 18471800
******************************* (#XXXXX2167)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for Mr. ********** frustrations with returning the iPhone. After reviewing the account, we have accepted the phone back as a return. The customer was refunded to his original payment method used on 12/5/2022. We have tried to reach out and speak with ********************** and have been unsuccessful.

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.comTell us why here...
Customer Answer
Date: 12/15/2022

Complaint: 18471800

I am rejecting this response because:
1- I need to be compensated for the >7.5 hours I spend trying to fix their phone.
2- Phone returned was not any different than the first time it was sent in.

Sincerely,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Complaint statuses

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Consumer Cellular is BBB Accredited.