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:04/17/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had contacted Consumer Cellular customer service a few times in the past (3 times I believe) to let them know that I did not wish to receive their advertisements in the mail to my home address. They had confirmed that they had removed me each time and yet, I still continue to receive advertisements from them (I received another one today). This has continued for years, and I simply want it to stop. Consumer Cellular, please permanently remove me from all of your mail marketing.

  

  Business Response

  Date: 04/24/2025

  
                 
  April 24, 2025
  
  
  BBB: 23216075
  **** ****** (#XXXXX1623)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding **** ****** and allowing us to respond to their concern.
  
  We apologize for the frustration caused by the unwanted contact from our company. We have removed their name and address from our mailing list; please know it can take 2-4 weeks for all our systems to be updated. If they are a member of **** or ****, they may receive promotional material for our services and will need to reach out to them to be removed from their mailing lists directly.
  
  Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.
  
  Sincerely,
  
  ******-*** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 04/24/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. To be clear, I am not an **** or **** member and was merely a former Consumer Cellular customer. I will check if ********************** actually follows through with removing me from their mailing list. If not, I will open another complaint with the BBB. Also, Consumer Cellular really needs an opt-out option somewhere on their website or mail for their advertisements.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:04/16/2025

  Type:Order 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 need consumer cellular to turn off the data on the lines ending 8506, 5647, 1924, and 7785 if you people have to switch me back to one of the old type plans like I use to have in order to do turn off the data please do so I for sure need the data turn off for the lines ending in 8506, and 5647 by the way is there anyway to suspend these lines if there is no way to turn off the data

  

  Business Response

  Date: 04/26/2025

  April 26, 2025
  
  BBB File No.
  ***** **** ********* (Account No. **********
  
  
  To Whom It May Concern, 
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We have spoken with Mr. ********* and apologized for any frustration or inconvenience when disabling cellular data. Mr. ********* is currently on our Unlimited Talk, Text and 1GB plan and is opted out of our automatic upgrades. Once 1GB of usage is reported, the data speed will be reduced until the new billing cycle starts on the 14th of the month. 
  
  Per Mr. ********** request, we have disabled the cellular data and hotspot/tethering features on the phone numbers he provided. As the cellular data allowance resets on the first day of the new billing cycle, the reduced data speed is removed from the lines. To ensure that cellular data remains disabled on his lines, we will monitor his account and make any necessary changes to the cellular data and hotspot/tethering features. 
  
  Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance. 
  
  Sincerely,
  
  ********* *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Vietnam vet father was a Consumer Cellular customer for years and within the past couple years began experience severe memory issues related to the onset of dementia. He began living with me about six months ago and I began taking a more active role in helping manage his finances. I was horrified to learn that Consumer Cellular had been billing him for a service he was not using and forgot he had for over a year. Him and I called in back in mid March of 2025 and closed his accounts. Even though ********************** verified his service wasnt used or even active in over a year they refused to refund any of the auto-paid charges even after I explained his dementia issues. I was told that his account was closed and the business relationship was over back in mid March and to my horror received another bill today for service up until the day I closed the account for him demanding another $60 this is after they took $60 a month for a year plus for an inactive service that they could confirm was never used. Its shameful how this company focuses their advertising on senior citizens and then shows zero understanding regarding the issues many seniors have to deal with.

  

  Business Response

  Date: 04/16/2025

  April 16, 2025
  
  BBB #********
  ****** ******* (#*********)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.  We apologize for any inconvenience caused by the billing on the account.
  
  ********************** 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 or until the phone number ports out to another provider. When an account is closed, there is always a final bill for service through the cancellation date.
  
  We have many customers who use the service in case of an emergency, and having no usage is not uncommon.  However, as a one-time courtesy, we have waived the charges on the two most recent invoices, and a refund in the amount of $142.58 has been sent to the credit/debit card on file. 
  

  Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance. 
   
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

• Initial Complaint

  Date:04/14/2025

  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.

  January one, 2025, I requested that my number be transferred to another company and this was obviously a disconnect notice. On February 28, 2025, I realized that Consumer Cellular was still charging me for Data that was never used and now they want to charge me $342.28 for an account that was not being used and was disconnected.

  

  Business Response

  Date: 04/20/2025

  April 20, 2025
   
  BBB #********
  ***** ********** (#XXXXX3083)
   
  To Whom It May Concern,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Were sorry to hear that ***** ********** decided to transfer their service to another provider. On January 6, 2025, and January 7, 2025, we received a port-out request for their line. However, the request was denied as the new provider did not provide the correct Secure Port Out PIN. The line remained active on the ********************** account for either a successful port out or a request to cancel was received. We did not hear from the customer to provide the Secure Port Out PIN.
   
  ********************** bills in arrears for monthly services and usage, much like a utility company. We are not a prepaid provider; service is month-to-month and will remain active until we receive a request to cancel. When an account is closed, there is always a final bill for service through the end of the billing cycle.
   
  ***** Souilliards account was suspended for non-payment on February 17, 2025, and subsequently canceled on February 28, 2025, at the customers request. The past-due balance is for services provided from November 23, 2024, to February 17, 2025, the date of suspension. As a one-time courtesy, we were able to provide a credit of $70.31 to the balance under a rerated plan. The customer now has $271.73 due for service used during the dates provided above. Please understand, like any company, if payment is not received, it is at risk of being sent to collections.
   
  Thank you for allowing us to address these concerns.  Please do not hesitate to let us know if we can provide any further assistance.
   
  Sincerely,
   
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23203640
  
  I am rejecting this response because:

  This is ludicrousa measly amount, and why that amount? It does not make sense in anyway shape or form.

  I have already prepared a lawsuit.  I am done here.

   Sincerely,

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

• Initial Complaint

  Date:04/13/2025

  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 CELLUALTR FRADULENTY CHARGED MY CARD $94 FOR SERVICES I NEVER USED. I SIGNED UP FOR THE SERVICES BUT NEVER FULLY SIGNED UP AND 4 MONTHS LATER THEY TOOK $94 OFF MY CARD AND STATED WILL NOT REFUND THE MONEY BECUASE SERVICES WER3 SET UP BUT NOTHING EVER USED AND WILL NOT CANCEL MY SERVICES EITHER. I SPOKE WITH ***** AND SHE TRIED AND TELL ME THAT SINCE SERIVEC WER SET UP ON 12/25 THATS WHY I WAS CHARGED MONTHS LATER BECUASE THERE WAS NEVER ANY PAYMENT MADE ON THE ACCOUNT. REALIZE ITS BEEN ALMOST 4 MONTHS AND AGAIN NEVER USED ANY OF THE SERVICES. I WENT TO ANOTHER PROVIDER.

  

  Business Response

  Date: 04/23/2025

  April 23, 2025
  
  BBB 23199243
  ****** ****** (#XXXXX6157)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any confusion our billing may have caused. 
  
  Consumer Cellular is not a prepaid service. We bill in arrears for service and usage. Consumer Cellular begins billing when an order is placed, so that the *** card mailed to the customer is active and ready to be used as soon as it is received. We do reach out regarding activation assistance. 
  
  Because we bill in arrears, an outstanding balance was left on the account, which was suspended for non-payment. Mr. ******* account was set up to be paid automatically each month. However, payments were unable to be processed. On 4/13/2025, a payment of $94.97 was processed automatically. 
  
  As no usage was showing on the account, ********************** waived the outstanding balance as a courtesy, and a refund of $94.97 was issued to the card used for payment on 4/14/2025. The account is now closed, and no further payments will be due.
  
  Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance. 
  
  Sincerely,
  
  ******** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  
  

• Initial Complaint

  Date:04/11/2025

  Type:Order 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 became a Consumer Cellular (CC) customer in February. I was told that my monthly bill would be $20.00. The first month, it was less than that. I was just charged $27.20. I opened a chat with CC today. The *** told me that they couldn't anticipate certain charges when I signed on. The statement that I would pay $20.00 is an oral contract, and they lied to me.

  

  Business Response

  Date: 04/12/2025

  April 12, 2025
  
  BBB File No. 23194109
  ****** ******** (Account No. **********
  
  
  To Whom It May Concern, 
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Consumer Cellular does not have contracts; service is month to month. All of our rates are pre-tax. The taxes on our service include city, state and county taxes based on your billing address. Federal taxes and surcharges are the same for everyone. In some states, other taxes get charged as well such as E911. Information regarding taxes and fees are clearly outlined on Consumer Cellular's monthly invoices, most of which are mandated by federal, state, county,?or municipal governing bodies.
  
  This information is provided on our website when selecting a plan and states "*The totals shown here are costs for your monthly service only. They do not include any taxes and fees. Plans include a $5 monthly credit for participation in AutoPay and E-Billing." This information is also provided in Section 1.5 of the Wireless Customer Agreement (WCA), which is sent out with all equipment orders. It states Prices do not include taxes, directory assistance, roaming, universal services fees or other surcharges or administrative fees.
  
  Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance. 
  
  Sincerely,
  
  ********* *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23194109
  
  I am rejecting this response because:
  The employee that I spoke with told me that my monthly bill would be $20.00 *********** is saying that does not include fees and taxes. No fees or taxes were itemized in the bill, just a flat $2720. I wonder if I was credited the $5.00 for direct billing. I would like to see those additional fees and taxes that were included. Below is a copy of the email that I received from Consumer Cellular when I became a customer.

  ----------------------

  ******, thank you for your order! Were delighted to welcome you to the Consumer Cellular family. Well send you an email to let you know as soon as it ships.
  
  ORDER #: 23646060
  
  Devices
  
  SIM Card*
  $0.00
  Device Subtotal
  $0.00
  
  Other Charges
  
  Standard Shipping
  $5.00
  Other Subtotal
  $5.00
  
  DUE TODAY
  $5.00
  
  * For SIM card purchases, a $10 authorization/pending charge is applied to your credit or debit card at check out. After successful activation, the $10 will be released back to your account within 30 days.
  
  Service
  Due Monthly
  Unlimited Talk/Txt/1GB
  $20.00
  Service Subtotal
  $20.00
  
  MONTHLY TOTAL (ESTIMATE)
  $20.00
  Govt taxes & fees not included. Billed on first invoice.
  

  --------------------------
  Sincerely,
  ****** ********

  

  Business Response

  Date: 04/19/2025

  April 19, 2025
  
  BBB File No. ******** Rebuttal
  ****** ******** (Account No. **********
  
  
  To Whom It May Concern, 
  
  Thank you for contacting us regarding this rebuttal and allowing us the opportunity to respond. The information from the Order Confirmation email Mr. ******** provided in his rebuttal does clearly state Govt taxes & fees not included. Billed on first invoice.
  
  For Mr. ********* convenience, we have sent a copy of his invoice via email and ***** He can view the detailed charges on the email billing by clicking on View Invoice and following the prompts. He can also view his invoices online at *******************************************. Once signed in, go to Billing ? Menu ? click Go To Billing ? click on an invoice to view.
  
  As previously mentioned, our plan pricing is pre-tax. The $5.00 credit is included in the plan pricing; those customers that opt-out of e-Billing and AutoPay do not receive the discount and pay an additional $5.00 a month. This information is provided on our website when selecting a plan and states "*The totals shown here are costs for your monthly service only. They do not include any taxes and fees. Plans include a $5 monthly credit for participation in AutoPay and E-Billing." 
  
  Per Section 1.4 of the Wireless Customer Agreement (WCA), If you elect to receive a paper invoice from us or choose not to enroll in automatic payment, you may lose certain promotions or discounts and an additional charge of $5.00 will be assessed each billing cycle.
  
  Information regarding taxes and fees can be found in Section 1.5 of the **** Prices do not include taxes, directory assistance, roaming, universal services fees or other surcharges or administrative fees.
  
  Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance. 
  
  Sincerely,
  
  ********* *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  

• Initial Complaint

  Date:04/11/2025

  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 had a cell phone from Consumer Cellular a few years, and have been paying my monthly bill every month with a Green ******** credit card My bill is now due ib 2 days and I have called consumer cellular several times to pay my bill They are not approving my credit card, and I have the money in my lcredit card account to pay my bill Please speak wwith someone at consumer cellular and get them to let me pay my bill

  

  Business Response

  Date: 04/24/2025

  April 24, 2025
  
  BBB 23192388
  ******* ******* (#*****9711)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any inconvenience this issue has caused.  The payment ******* ******* was having trouble processing, $32.06, was posted to their account on 04/11/2025, and the account has no amount due at this time.

  Reviewing the account and payment history, we can confirm that the payment processing errors were due to the financial institution declining payment because of insufficient funds.  In the event this error is received when processing a payment, we recommend that our customer contacts their bank to confirm any deposits have been posted to the account and the amount is available.

  Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance. 
   
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  

  
  

• Initial Complaint

  Date:04/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Consumer cellular is not a prepaid cell phone service company. It is a postpaid cell phone service company.. I disconnected service on April 8th. The billing period began on April 5th. They want to bill me for the whole month service when I only used 2 1/2 days. That shouldnt even be legal.

  

  Business Response

  Date: 04/17/2025

  April 17, 2025
  
  
  BBB File No. 23191507
  ********* ********* (Account No. **********
  
  
  To Whom It May Concern,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.
  Consumer Cellular bills in arrears for monthly services and usage,much like a utility company. We are not a prepaid provider and service is month to month; service will remain active until a request to cancel is received or the number transfers to a new provider. When a customer requests to cancel service, the account will be cancelled on the last day of their billing cycle and will be charged for the full month of service. Customers may continue to use their service through the end of the billing cycle or they may terminate their service early. 
  
  ********* ********* had two lines of service with Consumer Cellular.When his one line ported out on 4/08/25, his account was left open due to the second line remaining active. The account was cancelled on 4/11/25, per their request.
  
  As a courtesy, we have applied credits to the most recent invoice,and a refund of $43.53 was issued to the credit card on file on 4/14/25. Also,once the final invoice is generated on 5/08/25, we will waive the final balance due. 
  
  Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.
  
  Sincerely,
  
  ********* *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 04/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. ********* from consumer cellular did a great job in resolving my complaint. There is still one more step. She promised to take in about three weeks, which is to cancel out any future charges for the final bill. If for any reason, the company fails to fulfill this promise, I will write back to the BBB and update the case.
  
  Sincerely,
  
  ********* *********

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Consumer Cellular has been overcharging for a service and when I brought the issue to multiple agents thru various communications they have provided no f"ull resolution" and only offered a minimal amount not the full amount as expected and after further research and communication with AARP in reference to the discount and providing Consumer Cellular with proof of the existing issue. They taken the stance that the liability was ****. And after hours of communications between AARP and Consumer Cellular they decided not to bring full resolution and has not considered the time and loss of monies incurred. And I can only see it as a scam or fraud by not correcting the account as initially expected and required. And the offer give had stipulations involved in my opinion to escape liability for what was a simple solution and now it's not.

  

  Business Response

  Date: 04/09/2025

  April 9, 2025
  
  BBB #********
  Teroyndion ***** (#XXXXX5829)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear of the frustration the customer has been experiencing with their **** membership. We spoke with the customer on 4/9/2025. As the customer is on our AARP $55.00 for two plan, they are receiving a $10.00 per month discount on the normal charges for the plan they are on.
   
  Our system received notice that the **** membership ID that was on file for the customer's account would be expiring on 12/31/2024. The customer was sent an email notification of this on 12/07/2024 so that they would have the opportunity to contact us and provide an active **** membership ID. We did not hear from the customer prior to the email about the **** membership expiration, and as a result, the customer did not receive this discount on their invoices that were generated for the months of January, February, and March. If a different membership ID number was on file previously, that could have been the cause here.
   
  The customer then chatted with us on the ********************** website on 4/3. As the previous membership that was on file had expired, the agent obtained the current **** membership ID, which is valid, so that the customer can begin to receive the monthly discount again. As there was no active membership during the months specified, no credit was due to the customer; however, as a courtesy to the customer, the account was credited $28.54. Since the customer did not receive the $10.00 discount for three months, this totals $30.00 of discounts that they did not receive. We are going to honor the credit amount, assuming that the same membership ID was active during the three-month period. We have provided additional credit of $11.46 for a total of $40.00. This covers the $30.00 of promotional credits the customer did not receive and $10.00 for the inconvenience caused by this issue. 
   
  The customer's total credit balance of $40.00 will be applied to the next upcoming bill. We have confirmed that the customer's current **** membership ID is active. They are on the original plan and receiving the same discount now as they were prior to the expiration. 
  
  Thank you for allowing us to address these concerns.  Please do not hesitate to let us know if we can be of additional assistance. 
  
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23158048
  
  I am rejecting this response because:
  
  Sincerely,
  
  Teroyn **** *****

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  PLEASE SEE UPLOADED DOCUMENTS

  

  Business Response

  Date: 04/10/2025

  April 10, 2025
  
  
  BBB #********  
  ****** ******* (#*****2000)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding ******************* complaint and for allowing us the opportunity to respond.  We apologize for any frustration caused by the final billing on their closed account.
  
  When the account was closed, the final invoice was prorated for the dates the service was active during the billing period; this includes the rate plan fees and the data available within the plan. Due to the proration, data usage exceeded the prorated amount available, causing the plan to be automatically upgraded to the next level. The billing cycle is updated at the close of the account to enable the final invoice to be processed quickly and provided to the customer.
  
  Data is transmitted in very small increments; due to this, our network carrier bundles data usage and reports it to us in batches approximately every six hours. Data is reported differently than individual minutes or messages. With any usage, there may be a delay of 24 to 48 hours before we receive the usage amounts.
  
  Section 1.6 of the *** outlines the delay and reason for the delay.  Section 1.6 states: Are Billing Charges Ever Delayed? Billing of Services for calls, text messages, data, or other usage, like charges for International Roaming, may occasionally be delayed. Such usage charges may appear in a later billing cycle and, depending upon your plan, will be deducted from your monthly airtime minutes or messaging or data usage allowances for the month when the usage is actually billed, and may result in additional charges for that month.
  
  Thank you for allowing us to address these concerns.  Please do not hesitate to let us know if we can be of additional assistance.
  
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23175754
  
  I am rejecting this response because: April 16, 2025
  Dear *****, thank you for providing feedback; however, I would like for you to provide more details regarding Section 1.6 of the **** because I never heard of this while disputing other claims in the past for the same reason, which is disturbing and concerning. I do not recall any agent ever informing me of Section 1.6 of the *** prior to committing to service, which is disturbing and concerning. I also would like to know, where a consumer can locate this information for reference,so I can educate family and friends who are still enrolled with (CC).
  I also recall when terminating service January 21, 2025, I mentioned to the (CC)agent that I was aware that I was terminating service before the end of billing cycle January 26, 2025, and questioned if a prorated rate will be applied. The (CC) agent stated on a recorded line, the overcharge may show up or drop off, In this case, it did not drop off, which prompted me to call for a credit. If I did not call and question (CCs) billing, (CC) would have gotten away with overcharging me in the amount of $3.01, which (CC) would have profited from, do the math.
  Finally,regarding the data reporting, it appears to be a (CC) issue with their carrier AT&T, who does not report usage in real time, which is disturbing and concerning. That should not be a burden on the consumer. To the best of my knowledge, (CC) caters to the 50 and older generation, and my concern is (CC), is not providing this information up front, which is questionable as to why not. In fact, most older consumers are not technically inclined to follow charges that may or may not drop off.
  Lastly,in my view, (CC) has created a pattern of deceitful business practices, which can be construed as unethical. I am certain I was not the only consumer canceling service in the month of January. I will be reaching out to the governing agency who has jurisdiction, in which I would be suggesting a forensic audit into this matter to extinguish this nonsense.
  Respectfully,
  ****** *******
  
  
  

  Customer Answer

  Date: 05/02/2025

  However, I will address what (CC) will not address with the appropriate governing agency who has jurisdiction. I was hoping (CC) would produce information about what I was seeking, i.e. where I could locate Section 1.6 of the *** and what that acronym stands for, so I could review. Also, why (CC) does not report in real time, which creates an "overlap" for billing purposes that could be construed as fraud. Again, I thank you and the (BBB) for what the (BBB) does for consumers who get taken advantage of.  

  
  

  Respectfully,

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

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

  

  Business Response

  Date: 05/02/2025

  May 2, 2025
  
  
  BBB #********  
  ****** ******* (#*****2000)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding ******************* complaint and allowing us the opportunity to respond further.  We apologize for any frustration caused by the usage reporting on their closed account.
  
  As mentioned previously, data is transmitted in very small increments; due to this, data usage is bundled by our network carrier and reported to us in batches approximately every six hours, at midnight, 6 am, noon, and 6 pm. The time listed on the usage report is not the time when data is used, but when the batched usage is reported to us from our network provider. Also, data is reported differently than individual minutes or messages. With any usage, there may be a delay of 24 to 48 hours before we receive the usage amounts.
  
  This information is covered in our Wireless Customer Agreement (***), which is available online at ******************************************************; Section 1.6 of the *** outlines the delay and reason for the delay.  Section 1.6- states: Are Billing Charges Ever Delayed? Billing of Services for calls, text messages, data, or other usage, like charges for International Roaming, may occasionally be delayed. Such usage charges may appear in a later billing cycle and, depending upon your plan, will be deducted from your monthly airtime minutes or messaging or data usage allowances for the month when the usage is actually billed, and may result in additional charges for that month.  In addition, all new customers receive a welcome packet, which includes account information, the customers rate plan details and the Wireless Customer Agreement (***).
  
  Thank you for allowing us to address these concerns.  Please do not hesitate to let us know if we can be of additional assistance.
  
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23175754
  
  I am rejecting this response because:
  Dear *****, thank you for taking the time responding to my inquiries.Based on the information provided, it is true there may be additional charges billed monthly because how (CC) reports usage. Again, I find that to be deceptive business practices, regardless if the information is in the welcome packet, its not disclosed during enrollment,which could be construed as unethical business practices, especially catering to the older generation. As previously mentioned, on January *******, the (CC) agent stated on a recorded line, the additional charges (i.e. overlap) may or may not drop off. In my case, the additional charges did not drop off, which prompted me to call and question (CC) about the additional charges. If, I did not question the additional charges (CC) would have been successful over charging me, which is unlawful. Again, thank you for your time and providing me the information I was seeking to see the bigger picture.
  Respectfully,
  ****** *******