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 45859 San Francisco, CA 94145-0859

• 

  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:06/06/2025

  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 kept getting bill statements and emails from consumer cellular stating that I own them money. I was on call with them for several times explaining that I never signed up for their services. The manager previously stated that they will close the account and remove all outstanding charges on the bill. Now I am still getting bill reminder from them and threatens to send the outstanding balance to a collection agency.

  

  Business Response

  Date: 06/08/2025

  June 8, 2025
  
  BBB #********
  Jingyun **** (#XXXXX7728)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for the concerns surrounding Jinyuns account.
  
  The account under Jingyun Wangs name was started on 9/23/2024. Jingyun contacted Consumer Cellular to let us know they were unaware of the origin of the account on 2/24/2025, and the account was closed as fraudulent the same day. When a customer disputes a payment with their financial institution, the funds are withdrawn from Consumer Cellular and returned to the customer. While their financial institution returns the funds to the customer, this action creates a balance on the account, as under normal circumstances, it is a balance that is still owed. We are sorry that this was not cleared automatically. As the account was previously deemed fraudulent, we have removed the balance. Consumer Cellular will take no further collection action, and nothing is owed. 
  
  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:06/05/2025

  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.

  We got switched to consumer cellular a few days ago. We are not receiving messages when someone calls. We aren't getting caller's ID either. Our phone is a older model and don't have text and email. The reception is a lot clearer now. Please fix these problems.

  

  Business Response

  Date: 06/07/2025

  June 7, 2025
  
  BBB/23432285
  *** **** (#*****7031)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We have attempted to reach the customer regarding their complaint and have been unable to do so. 
  
  We have verified that the services are active and available to the customer. The issue with voicemail is due to it not being set up on the customer's device. We're happy to assist with the setup and encourage the customer to contact our customer service team for further assistance.
  
  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:06/04/2025

  Type:Customer Service 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 cellular phone service through Consumer Cellular for a couple of months and then my voicemail started messing up on my primary business phone. I talked to their customer service four times and ******* once. ******* said it was on Consumer Cellular's end. Had to cancel service and go with another company. I thought that the last bill that I would receive was paid today for ******. After talking with a representative today, that will not be my last bill. Apparently, they say I was 2 days into my billing plan, they don't pro-rate and will charge me another ****** next month. This is absolutely a fleecing of the elderly and they need to be called out.

  

  Business Response

  Date: 06/12/2025

  June 12, 2025
  
  
  BBB File No. 23426515
  **** ***** (Account No. **********
  
  
  To Whom It May Concern,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Mr. **** ******* final invoice is scheduled to be generated on 6/17/25. We are requesting an extension to submit our response so we may review the final billing statement and make adjustments as needed..
  
  Sincerely,
  
  ********* *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

• Initial Complaint

  Date:06/03/2025

  Type:Delivery 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.

  On May 2 - according to my bank records - I ordered and paid for an IRIS Easy Flip 86B. This was confirmed by an email from CC marked May 1. In this email, the Order Number and **** Tracking Number was indicated. Upon checking the latter, I found that I didn't retrieve the phone from my PO box in time, and the phone was returned to CC. I phoned CC at the customer service number that my search engine indicated, inquiring about why I hadn't received the phone. This was before I had clicked on the **** Tracking Number to find out that I hadn't retrieved it in time. I was asked if I had the Account Number, which I did not have. Then I was asked for a phone number, and I supplied the only three numbers in my possession - my own, and the two numbers that belonged to the lady for whom I was ordering this phone - and the employee found none of these were applicable. At that point, he indicated there was nothing more he could do for me. And I will also add that though the phone has not been activated and is not in her or my possession, I recall receiving information that she is now being charged on auto pay for a plan she is not consequently using. I would like the purchase price of the phone - as indicated above - refunded to me, and the attendant plan cancelled. Thank you for your time on this.

  

  Business Response

  Date: 06/03/2025

  June 3, 2025
  
  BBB #********
  **** *******
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear of Mr. ******** experience with ordering.
  
  As the account is not in Mr. ******** name, we are unable to provide specific details in our response. However, we can confirm that the account associated with the order has been closed, and a refund has been issued for the order placed. Nothing will be due to Consumer Cellular.
  
  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: 06/05/2025

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

• Initial Complaint

  Date:06/02/2025

  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.

  I received a bill from Consumer Cellular stating that I had service with them and owe them *****. Never in my life have I had wireless service with them, been with ******* for over 10 years.Will like for them to remove this bill, amount and close this accounts .

  

  Business Response

  Date: 06/07/2025

  June 7, 2025
  
  BBB File No. 23407095
  ******* ***** (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(s) are transferred to a new provider. The account will remain active until the end of the billing cycle, and customers may continue to use the service through that date. The final billing will be for the full billing cycle, which is industry standard.
   
  Ms. ******* ***** reinstated service on 4/23/25 and cancelled the service on 4/30/25. As no usage reported during this time, we have waived the charge of $34.54. The cancelled account is now paid in full and the customer will receive one final invoice reflecting a zero-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: 06/09/2025

   
  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 but I NEVER had a account with them - how did they come up with this

  Thank you BBB.

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

• Initial Complaint

  Date:06/01/2025

  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.

  I have Power of Attorney for a lady with dementia. She lost her phone and I thought it would be easy to replace it. She lives alone and has no landline phone. Consumer Cellular will not let her keep her phone number unless she has the password to her Consumer Cellular account or the password to her gmail account. Gmail needs to send a text to the old number to recover the account. She doesn't remember her passwords. Consumer Cellular will close her old account and open a new one but she cannot keep her cell phone number. The lady doesn't remember what day it is, but she remembers her cell phone number.Even with a power of attorney, they will not allow me to get her a phone with her OLD cell phone number. They denied my request to have my email replace hers in the account. They are so afraid of fraud, they will lock out their long-time clients, many who have memory issues, for the very human problem of forgetting a password. Way to go, Consumer Cellular. You win the award for treating your elderly clients as HORRIBLE as possible.

  

  Business Response

  Date: 06/02/2025

  June 2, 2025
  
  BBB Case #********
  **** ******* for *** ******** (#XXXXX7054)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We spoke with Suzi on 6/2/2025. We are very sorry to hear of the issues that **** has been experiencing with the account. On 5/28/2025, we received Power of Attorney paperwork from **** to have her added to the account as a Secondary User to have access to make changes to the account. Later on 5/30/2025, **** called in claiming to be the account ******, ***, asking for a number transfer PIN to transfer the mobile number to another cellular carrier. This was a red flag, and our customer service team did not accommodate the request because of it. As a result, our customer service team took extra precautions for each subsequent call to protect against any unauthorized activity. 
  
  During our call, we explained the reason for their requests being denied and verified additional information with **** so that we could provide the transfer PIN necessary to port the number out to a new carrier. We sent the transfer PIN via email and confirmed that the customer now has the correct PIN and can transfer the number out to a new carrier. 
  
  Thank you for allowing us to address these concerns.  Please do not hesitate to let us know if we can be of additional assistance. 
  
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  

  Customer Answer

  Date: 06/02/2025

   
  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.
  
  Sincerely,
  
  S. C.

• Initial Complaint

  Date:05/30/2025

  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.

  To Whom It May Concern,I am filing this complaint to formally raise several billing-related issues I have experienced with Consumer Cellular.Description of the Problem:1. Unauthorized Plan Upgrade (see Attachment 1.1, Attachment 1.2 & Attachment 2):During the billing cycle from January 26, 2024, to February 25, 2024, Consumer Cellular automatically upgraded my plan without my consent or prior notice. This resulted in a $5 monthly increase in my plan and an additional $5 E-Bill/AutoPay Opt-Out Fee.I was not informed in advance of this upgrade, nor was I given the option to opt out. My attempts to resolve this through phone and online chat with customer service were unsuccessful.2. Unhonored Second Month Free Promotion (see Attachment 3):I signed up on December 31, 2023, using the promo code FREEMONTH, which was advertised as valid through January 31, 2024. According to the terms, my second month should have been free. Despite meeting the criteria, the credit was never applied to my account.3. Missing Survey Credit (see Attachment 4):I completed a customer survey that promised a $10 credit for participation. This credit has not been applied to my account despite fulfilling all requirements.Desired Outcome:I am requesting a full refund of $50, broken down as follows:1. $20 refund for the unauthorized plan upgrade ($5 for two months) and AutoPay Opt-Out Fees ($5 for two months)2. $20 refund for the unhonored Second Month Free promotion 3. $10 refund for the unhonored survey credit Thank you for reviewing my complaint. I believe this is a reasonable request, and I hope Consumer Cellular will take this opportunity to resolve the matter promptly and professionally.Sincerely,***** ** Consumer Cellular Account Number: *********

  

  Business Response

  Date: 06/06/2025

  June 6, 2025
  
  BBB File No. 23399249
  ***** ** (Account No. **********
  
  
  ** Whom It May Concern, 
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. When ***** ** signed up for service online on 12/30/23, they would have been prompted to add the promotion code for the 2nd Month Free promotion for it to be applied to the account. As well, they did not contact customer service while their account was active regarding this promotion. Due to the length of time since the promotion was active, we are unable to apply this to their account.
   
  We do appreciate the customer taking the time to complete the survey on 2/06/24, however, the email they received with the promo code clearly states: "As a small thank you, here is a $10 credit toward your next bill. ** redeem your credit, please give us a call at ************** and provide us with the code mentioned below:..." ********* did not contact us with the code, the credit was not applied. Unfortunately, we are unable to apply a credit from 15 months ago to the closed account.
   
  On 2/01/24, a usage alert was sent via email advising Mr. ** had used over 76% of their data. This usage alert clearly stated, "Remember that with Consumer Cellular, if you do go over the minutes or data provided on your current plan, ... we automatically upgrade you to a plan that covers your actual usage." Their plan was upgraded to 5GB when they exceeded their 1GB plan limit on 2/02/24. On 3/12/24, their plan was lowered to 1GB via the My CC app on their phone. On 3/20/24, their plan was upgraded to 5GB when they exceeded the 1GB plan limit. On 4/24/24, Mr. ** opted out of our automatic upgrades via online chat and their plan was lowered to 1GB via their online account. 
   
  On 2/13/24, Mr. *** payment preference was changed from AutoPay to Pay by Check or Card when they updated their credit card via their online account. When updating a credit card, our system provides the option to choose if the customer wants ******* and alerts the customer that there will be a $5.00 fee if they choose not to enroll. The customer is required to select to enroll in AutoPay or opt out of AutoPay as part of the update process. As they did not opt to enroll in ******* after they changed their credit card, the $5.00 E-Bill/AutoPay Opt-Out Fee was added to the monthly invoice. On 4/24/24, via online chat, a one-time courtesy credit of $5.00 was applied to Mr. *** invoice dated 3/28/24 for the E-Bill/AutoPay Opt-Out Fee. As they enrolled in ******* during this chat, the final invoice did not include the $5.00 fee. As all of the charges on the closed account remain valid, the account is not eligible for any credits or expired promotions.
  
  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:05/29/2025

  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 joined consumer Cellular during their get your second month free promotion. I had services connected in the beginning of the third month for non-payment. When I called in it was rectified. My service was reconnected and I was only charged for 2 months in my third month receiving this second month free. However, now that I've canceled service with them, they are asking for the last month's payment which I paid before I transferred my number out. So basically they are blaming me for the promotion not getting applied even though I had nothing to do with it or could not do anything about it.

  

  Business Response

  Date: 06/05/2025

  June 5, 2025
  
  BBB File No. 23395320
  ***** ********* (Account No. **********
  
  
  To Whom It May Concern, 
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Our 2nd Month Free promotion began 4/1/24 and ended on 5/31/24. The 2nd Month Free promotion was not offered again until December 2024; it began on 12/2/2024 and ended on 2/16/25. As the promotion was not being offered when ***** ********* signed up for service on 8/31/24, (or within 30 days prior to or after her start date), the account was not eligible to receive the 2nd month free.
  
  The account was suspended due to non-payment on 11/12/24. We have reviewed the call when she made payment to reinstate her service on 11/13/24. The representative reviewed the first invoice and explained the amount due of $44.15 was for the prorated billing cycle of 8/31/24 9/25/24. The representative reviewed the second invoice explaining it was for a full month of service for Unlimited Talk, Text and Data for $55.00 plus tax, for a total due of $63.15. The 2nd Month Free promotion was not discussed. 
  
  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(s) are transferred to a new provider. The account will remain active until the end of the billing cycle, and customers may continue to use the service through that date. The final billing will be for the full billing cycle, which is industry standard.
   
  The account was immediately cancelled when her phone number transferred to her new service provider on 4/25/25. The payment of $63.19 that was made on 4/24/25, was for the service dates of 2/26/25 3/25/25. The final invoice was $63.19 for the final billing cycle of 3/26/25 4/25/25 and payment was received on 5/29/25. The account is now paid in full and the customer will receive one final invoice reflecting a zero-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 ************
  ********************************************************************
  ******************************
  

• Initial Complaint

  Date:05/29/2025

  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.

  I have not been able to use my cell phone since stroke and had canceled account about 6 weeks ago. I did send in a payment and any issues or other lines if still active cannot help, now living in a care facility and unable to use, pay or do much accept if get help. I am ************************************** Hospital placement forget right now, HEPPA laws limited of what else personal can share. I had issue called in not sure what happened. Then got double billed not sure why. Not sure what else to do. Can not do anything time limited.

  

  Business Response

  Date: 06/05/2025

  June 05, 2025
  
  BBB 23395110
  ****** ****** *****7185
   
  
  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 attempted to reach the customer to discuss the complaint with them, but they have not responded to our emailed correspondence.We understand ****** Werners concerns regarding the past due balance on their account with us. ********************** is a postpaid service; we provide active service and do not bill you for the service used until the following month,similar to a power bill. After reviewing the account, we found that one of the lines has been canceled. However, another line was left active on the account.If there is a secondary user on the account, ****** would like them to take financial responsibility for the remaining phone line and account balance. They will need to contact us directly by phone 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 ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23395110
  
  I am rejecting this response because:  I will be delete email once figure out or aide can help, sold house garage sale have old moto e and flip phone if not sold in sale, house sold, live now in nursing home and as of this week told no one will help do this due to stress, if issue did keep charging unknown a last notice I got after had them mail a check was notice for what just mailed and more, said because it upsets me, creates stress since my strokes after losing my youngest son, one still around kept me ok for 5 years and tried to tell them this on phone.  My log in or family log in never get access have no credit cards why told them mail check.  Not sure, either the BBB or files have to mail since losing access due to getting upset and nurse found out told doctor so writing bbb of fcc this all happened, if find out about phone tell them to call you but not many visitors nursing home, not sure do this again now or not after getting upset fell hurt my shoulder had to get xrays, so this is all could figure out so far.  not sure what they *********************************************************

• Initial Complaint

  Date:05/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I upgraded my iPhone 11 to an iPhone 16e on May 1, 2925. I did this through a telephone call with their customer service department. They agreed to give me a $31 trade in credit for my iPhone 11 and based on this conversation, we agreed on the transaction and they billed my credit card and began shipping of my new phone.About five days after the arrival and activation of the new 16e, a prepaid **** package arrived with a label advising us to ship the iPhone 11 to a company names *******. This is the first time the name Asurion was brought into the transaction. We were under the impression that the entire transaction was between us and Consumer Cellular. We shipped the phone back on April 9 and because the provided package was labeled hazardous, it has been stuck at the post office in ************ since April 12. The post office says they have no idea when it will deliver to Asurion because of the Hazardios label.I made my agreement with Consumer Cellular. I did not know who Asurion was until more than a week after the transaction was completed. Asurion is a subcontractor of Consumer Cellular- not affilliated with me in any way.Consumer Cellular needs to honor their agreement and immediately credit my account $31 and they can resolve with their sun contractor Asurion without continuing to penalizing me.

  

  Business Response

  Date: 05/30/2025

  May 30, 2025
  
  BBB: 23391689  
  ***** **** (#XXXXX3707)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding ***** Fords complaint and allowing us the opportunity to respond. I will gladly explain. We reviewed the call, and we can confirm that the customer was informed that Asurion would process the trade-in credit.
  
  On May 18, the customer informed us that the last tracking update showed a date of May 12. As we understand the customers frustration, we have no control over the *****************************
  
  To assist the customer on May 22, 2025, ********************** escalated the issue to Asurion. On May 29, Asurion sent the credit. Please allow up to 72 hours for the credit to be posted to the account.
  Sincerely,
  
  ******-*** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************