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:03/15/2025

  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.

  Charged $72.05 for messages we did not make. I spent three hours and several minutes on an online chat to them with no results. They insist that this was done on ************ line. I have three phones with them, mine and my 2 adult children. We researched the number they posted and it was from Uzbekistan number billable as a pager on ****** network. This was done via international phone reverse phone number which they should have done also. If you and they check our record my bill has been the same every month we rarely use them including texting. They insist that the calls were made by sim number on this line. We insist it is not. None of us has ever made an international call or sent a message overseas. They refuse to adjust the bill. I will pay it because I have no choice but will not keep their phone service or refer them to anyone. I feel that they are trying to take advantage of me as I am a senior and they can get away with it.

  

  Business Response

  Date: 03/18/2025

  March 18, 2025
  
  BBB #********
  ****** ******* (#XXXXX0415)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We understand Ms. ******** concerns and apologize for any alarm this larger-than-expected bill has caused.
  
  We have credited the charges associated with the international usage in full. When speaking with Ms. ******** we advised we are working with our carrier partner to find out why this may have occurred. The usage is likely to be connected with fraud. Ms. ******* reported that there were no known incidents of a bad actor calling or contacting in another way to request access to the device, unknown recent wi-fi connections, or any other usage that is unfamiliar or unlike typical usage for the device. Should any further incidents similar to this occur, we would recommend replacing the *** card, which can be done via any customer service representative. 
  
  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:03/15/2025

  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 credit card was charged for a defective IRIS Ally unit that was returned to Consumer Cellular. The rude person at the company I spoke to refused to process a refund stating there was water damage which I deny and which was otherwise covered. Hence there is no justification for the charge.

  

  Business Response

  Date: 03/16/2025

  March 16, 2025
  
  BBB #********
  ******* ****** (#XXXXX9316)
  
  
  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 ******* experienced. We do appreciate the feedback shared and are constantly looking for ways to better serve our customers. We have forwarded Anthonys concern to the appropriate department for further review and training. 
  
  Regarding the charge for the **** Ally. The customer called in on 3/2 due to issues with his **** Ally. This led to a warranty replacement order being made after the customer stated the device was in like-new condition with no damage. When a warranty replacement is processed, we advise customers that the original device must be returned within *************************** like-new condition, have no damage to it, and that it must be clean and sanitary. As long as the device meets the requirements, there is no charge for the replacement device. Unfortunately, when we received the device back from the customer, it was denied for return due to having water damage with corrosion on the charging pins and grime on the top of the device. As a result, the customer was charged $89.00 for the cost of the replacement device that was sent to him. 
  
  When we spoke with ******* on 3/16, we advised of the reason for the initial return being denied, setup a return for the warranty replacement device, and supplied a prepaid return shipping label. We let the customer know that, just like the original device, the new device must also be in like-new condition and that if there is any damage, the device will be returned to him. As we are not setting up a new replacement, there will be no additional charges if the device were to be denied for return. 
  
  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: 03/17/2025

   
  Complaint: 23069749
  
  I am rejecting this response because: The premise of his response is incorrect. The defective unit I returned had no water damage. In fact one of the features of the unit is that it was safe toi wear in the shower. And even if I had damaged the unit, this was a covered loss per the warranty  policy I purchased at Consumer Cellular's representations. The "new" unit, the subject of this message, incidentally, is also defective. I only used it 1 day and it does not hold a charge beyond 8 hours. We'll see if they honor their promise to refund the bogus charge of $89.00.
  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 04/08/2025

   As a follow-up, the promised credit in the amount of $89.00 has not het been applied to my credit card. Please advise status. 

  

  Business Response

  Date: 04/14/2025

  April 14, 2025
  
  BBB #********
  ******* ****** (#XXXXX9316)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. The customer was originally charged $89.00 for the Insufficient Return Fee, which was added when the warranty return was denied for damage. We have since received this device back and issued a credit to Mr. ******* Consumer Cellular 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. When an account is closed, there is always a final bill for service through the cancellation date. 
  
  The $89.00 fee was applied to the customer's account balance on 03/14/2025 and was paid the next day as the customer was set up on AutoPay. The customer then canceled their account on 03/15/2025 and had a $0.00 balance at the time due to having already paid the $89.00 fee. After the account was canceled, the final invoice was posted for the service period of 02/16/2025 to 03/15/2025 in the amount of $67.73. When we received the warranty replacement device back from the customer, we applied a credit of $89.00 to the account balance, which left a remaining credit of $21.27. The remaining credit will be sent to the address we have on file for the customer in the form of a refund check. Please allow 2-3 weeks for the check to arrive. 
  
  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: 04/15/2025

   
  Complaint: 23069749
  
  I am rejecting this response because: I was promised a full $89.00 refund, and the claim of damage to the unit has not been substantiated.
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 04/16/2025

  April 16, 2025
  
  BBB #********
  ******* ****** (#XXXXX9316)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear that the customer isnt satisfied with our resolution. The original device, which prompted the warranty replacement to be sent, was damaged when we received it. This device has since been returned to the customer. The warranty replacement device that the customer returned to us was accepted for return and was not damaged. This is why the customer received a $89.00 credit to his account due to returning the replacement device, which he was charged for. 
  
  When we spoke with ******* on 3/16, the account had just been canceled, and the customer's final invoice had not yet been generated. As a result, the customer had a $0.00 balance due at that time and was informed that he would be receiving the $89.00 back as a refund. 
  
  As previously mentioned, the customer's final invoice of $67.73 was generated thereafter and was deducted from the $89.00 credit that was applied to his account, leaving a balance of $21.27. This amount was originally going to be sent as a refund check; however, we were able to refund the customer's payment method on file directly, which was completed on 4/15/2025. The account balance is now $0.00, and there will be no further invoices. The final invoice charges are valid and cannot be waived. We understand this isnt the answer the customer is looking for; however, our stance has not changed, and no further credit will be provided. 
  
  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

   
  Complaint: 23069749
  
  I am rejecting this response because: I have no record of receiving any credit from Consumer Cellular.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:03/14/2025

  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.

  i have issue with consumer cellular billing practices. supposedly they are supposed to give you 19 days from the time the bill was mailed but that is not what is happening, believe it to a ploy to force automatic bill pay which the BBB has an evidence to support wide spread issues. i do not like the control of my bills to be in someone else's hands that are irresponsible and to boot private financial information on their servers. here locally, a power company purposely mailed out late statements and then charged the consumer a late fee which they profited heavily till the PUBLIC SERVICE COMMISSION was brought in and they got spanked with their pants down. i called them and asked why they are cutting the edge too close:my cycle ends on the 27TH and they mail out 3 to 4 days later, that said:feb 27, 2025 to mail out march 1st to 2nd and to give benefit of the doubt the 3rd. so my bill arrives on the 11th and due the 16th so they had to have mailed it on the 24th or 25th of feb, BEFORE the cycle ended. that bill should have a due date of the 20th or later. that **** gets logged into the bank system the day it is received and gets paid 3 to 4 days later depending how it falls during the week. i get demanding text say i am near default. that said, they were instructed to NOT send me text or advertisements which under the CAN-SPAM ACT of 2003 says they MUST comply, NOT!!!! i guess they have trumptius, above the law. this has been going on for years and the BBB has issued complaint forms to them.

  

  Business Response

  Date: 03/24/2025

  March 24, 2025
  
  BBB 23066447
  *** ****** *****7827
   
  
  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 understand *** ******* concerns regarding the delay in receiving their bill; we understand how a delay in receiving a payment would cause frustrations. Consumer Cellular sends invoices out approximately 17 days prior to the customers due date to allow sufficient time for them to receive and pay the invoice. Once the invoice leaves Consumer Cellular's possession, it is up to the US *********** to complete delivery. There can occasionally be delays caused by weather or other factors that may affect the ***********s ability for a customer to receive their bill. *** may set up email billing so that he can ensure that he will always receive his invoices in a timely manner, or simply view the invoice online while the paper statement is on its way for delivery.  
   
  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: 03/25/2025

   
  Complaint: 23066447
  
  I am rejecting this response because: !st and foremost, all businesses will try to pass blame, it is not my fault they claim. yes the **** does **** and getting worst by the day but that does not negate CC responsibility to get invoices out on time, many companies allow 25 days, so they can adjust. i do not text and do not do business by a cell phone, VERY insecure and besides phones can be hacked, lost and cloned. remember a man makes it, a man can break it. email is also an insecure way of doing business, while in transit, yes it is encrypted but not so on a server. yes you need keys to access the mail but it is not encrypted, plain html text, that is why when email is hacked, it is an open book. also, many people do not access their email for long periods of time. i move around a lot hence do not have access to internet that is secure. i also do not rely on digital files, too easy to be changed, lost or miss directed, while paper is old school, it is permanent and is easy to access.  a     all said, they offered no help
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:03/13/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Feb 24 Consumers Cellular took 2 payments out of my account through autopay. I had called customer service on several occasions to verify. I called my bank and they verified that Consumers Cellular took and cleared 2 payments when I only owed 1.After several days it was recommended that I dispute that 2nd illegal withdrawal. On March 13 2025 my phone service was shut off. I spend several hours on the phone even accused of being a "racist". I stated they received their payment and demanded my phone service be reinstated which they refused. They wanted $25 dollars fee to turn on my service which I don't owe. I sent multiple days on this and my service has been cut so now I am held hostage by this greedy company.I am owed $15 per hour for my time $25 fee for trying to scam a Veteran and holding my phone service hostage

  

  Business Response

  Date: 03/22/2025

  March 22, 2025
  
  BBB File No. 23062730
  **** ******** (Account No. *****1786)
  
  
  To Whom It May Concern, 
  
  We are currently working to locate the additional payment that ****************** shows as being processed twice on 2/25/25. We are requesting an extension while our billing and accounting department continues to work on this issue. We do apologize for the length of time required to resolve this issue. 
  
  Sincerely,
  
  ********* *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  

• Initial Complaint

  Date:03/11/2025

  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.

  I purchased a phone from Consumer Cellular on 3/18/2024. Today that phone fell out of my hand while I was out of town at a funeral. The phone was smashed. I called Consumer Cellular to file a claim. They told me I didn't have a protection plan. I told them that I should at least have a 1 years manufacturer warranty and the phone wasn't a year old yet. I have been a loyal customer of ********************** for over 16 years. They refused to acknowledge my loyalty nor would they work with me on repair/replacing this phone and waiving the remaining amount owed.

  

  Business Response

  Date: 03/15/2025

  March 15, 2025
  
  BBB File No. 23052598
  ****** ***** (Account No. **********
  
  
  To Whom It May Concern, 
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Consumer Cellular truly cares about our customers and wants them to have the best experience with our customer service and products. We are sorry to hear this is not what ****** ***** experienced.
  
  We have spoken with Ms. ***** and apologized for the negative experience she had when she contacted customer service. As a valued customer, we are replacing her phone at no cost and have also paid off her EasyPay balance of $21.00. Her new phone should ship on Monday, and she should receive it within 3-5 business days of the shipping date. 
  
  We have forwarded Ms. ***** comments for further review and assured her that we will be addressing this issue internally. While we understand this doesn't directly address the inconvenience she experienced, we hope it will ensure that future interactions with Consumer Cellular will remain positive.
  
  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: 03/16/2025

   
  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:03/11/2025

  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 ordered cell service from Consumer Cellular in October of 2023. That is when the nightmare begins. They first sent me the wrong phone..I sent it back and received the correct one. The moment the phone was activated I received five or more text messages from an international number. I did not open the texts..I simply deleted them. I informed CC if this and they told me that it was nothing to worry about. Two weeks later my first eSIM was deleted..then two days after that the new one I requested along with a new phone number was deleted. I called the customer service line multiple times over the last 2 years..my phone which is a personal device is listed as a monitored industrial device and I am not the controlling entity on it. The operating system in my device is constanlty changing and I am not in control of that either..my App Store is an app that doesnt have all of the apps I should have available to me and I am refused use if MANY web sites and am not able access certain information online and the refusal of anything comes with an error telling me that my ADMIN has blocked me from said info. I often will get a message telling me to get permission from my admin to view certain sites. My account shows 3 devices being at one time or another being paid for with easy pay when I have ONLY EVER HAD the one phone that I ordered in 2023. EVERY time I call to get help with all of the issues with my phone I am asked the **** numbers on my phone and EVERY time I am told that the numbers do not malatch those that CC has. I cant get anyone to explain to me why that is so NOR do they EVER investigate ir FIX THE PROBLEM!!! Without me requesting it the insurance coverage was canceled on my device..I called in and spoke with *** for over 2 hours and he was supposed to reinstated me apple care plus and he never did. When I asked again about it I was told my phone wasnt eligible! MANY MANY MORE ISSUES.NOT ENOUGH CHARACTERS REMAIN!!

  

  Business Response

  Date: 03/12/2025

  March 12, 2025
  
  BBB #********
  ****** *********** (#XXXXX6909)
  
  
  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 ****** experienced. We do appreciate the feedback shared and are constantly looking for ways to better serve our customers. We have forwarded Marthas concern to the appropriate department for further review and training. 
  
  When the customer placed the order for their first device, it was done on the web. As a result, the device that shipped out was the one the customer placed the order for. Regarding international text messages, Consumer Cellular cannot control what numbers customers receive messages and calls from, as this would result in customers missing calls and text messages from legitimate callers. Consumer Cellular does not charge customers for receiving international texts. We recommend blocking any numbers from which you wish to not receive messages. 
  
  Regarding eSIMs being deleted from your device, the only way this can be removed is from the device itself. Neither Consumer Cellular nor any other entity aside from ***** has the ability to remove an eSIM from a device without someone having the physical phone in their possession to do so. 
  
  The operating system of the device may change as this is controlled by *****, who provides periodic updates to the device. ********************** provides access to mobile data. If mobile data is working on the device, then the customer will need to reach out to the support teams for the specific website she is having the issues with for assistance. We provide access to the internet but cannot control the contents of what you are trying to visit or whether the entities allow access or not. If mobile data is not working, we recommend contacting us so we can resolve the issue. 
  
  Regarding the account showing 3 devices, we can confirm that the customer has only ever had one active line of service for the entire time she has had service with Consumer Cellular. When the customer calls in, we must verify specific information, such as an IMEI number or other verifiable information, for account security and to prevent unauthorized account access or changes. We would be happy to assist the customer with their account if they would like further assistance. They are welcome to contact our customer service department 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 ************
  ********************************************************************
  ******************************
  
  

• Initial Complaint

  Date:03/10/2025

  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 had Consumer Cellular for a long time and I have been very pleased until today Last night when I went to bed my phone worked, and this morning when i tried to use it There was a message on the screen saying **************** For Emergency Calls Only, and I can not call them. I can not make calls or send texts and can not get them either I went to my consumer cellular management page and it says I do not owe anything I have called consumer cellular at ************, and they sstarte helping me and hangup before they finish helping My contract number with consumer is ********* If consumer cellular wants to contact me my other number is ************ I need help now

  

  Business Response

  Date: 03/24/2025

  March 24, 2025
  
  BBB 23045606
  ******* ******* (#XXXXX9711)
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear that ******* ******* experienced service issues on 3/10/25. They did contact our customer support at that time to confirm that their account was current and to complete troubleshooting on their phone. Our tech support deemed it necessary to file an escalation ticket with the network carrier to check for any outages in the immediate area. However, when contacting the customer to confirm their address for the escalation, they notified us that the service was now working.
  
  The escalation ticket was still submitted and confirmed there was a tower outage in the customers area that was affecting their service. Sadly, tower outages are common and can be caused by weather, population congestion, and needed tower maintenance. Our network carrier monitors tower operations and dispatches tech crews when necessary. Typically, outages are resolved within 24 hours. After reviewing the account, we can confirm that there is consistent usage on ******* ******** account since 3/10/25.
  
  Thank you for allowing us to address these concerns. If ******* ******* encounters any further issues, we recommend he take the same course of action and contact our customer support directly. Please do not hesitate to let us know if we can be of additional assistance.
  
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  
  

• Initial Complaint

  Date:03/10/2025

  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.

  The transaction date is February 14, 2025...the money in dispute is $5.00....it was for shipping a cell phone *** card....after receiving the *** card I couldn't make or receive calls....was told AFTER paying for shipping, MY cell phone WAS NOT voice compatible with Consumer Cellular service....was then told THEY DON'T REFUND SHIPPING MONEY....I feel SCAMMED !!!! They knew what type phone I had from the beginning of the transaction....knowing MY model phone was NOT voice compatible with Consumer Cellular service. One of the FIRST questions they ask is " A re you an AARP member ?"..... preying on the elderly !!!!! I DEMAND MY $5.00 REFUNDED, IMMEDIATELY !!!!! Supervisor, ******...ID # ********** spoke with her on March 7th @ approximately 4:11 pm ( my time CST ).... Consumer Cellular ( main office ), ********************************************.....

  

  Business Response

  Date: 03/17/2025

  March 17, 2025
  
  BBB #********
  ****** ***** *** (#XXXXX5186)
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. The shipping charge is paid directly to the **************************** to provide a service of delivering the customers order directly to their location. It is our policy not to refund the shipping charge as **** had completed the delivery in a timely manner.
  
  As a one-time courtesy, we are happy to refund the $5.00 shipping charge to deliver the Consumer Cellular SIM Kit to the customer. If able, this will be returned to the card used for purchase. Otherwise, a refund check will be sent to the address listed on file. 
  
  Please note, if any phone is unlocked and VoLTE capable, we are more than happy to give it a try. Sadly, while we do everything we can to help solve problems, we cannot guarantee every cell phone model can be configured with our service. We do have a Trade-In Program if customers decide to purchase a new phone through Consumer Cellular.
  
  Thank you for allowing us to address these concerns.  If anything changes in the future, we would love to work with ****** ***** *** again. Please do not hesitate to let us know if we can be of additional assistance. 
  
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  
  

  Customer Answer

  Date: 04/23/2025

   I was asked whether I wanted my refund money posted back on my card or returned by check. I want it sent to me by check. Please notify Consumer Cellular that I want the check. My address is 

  ****************************************************************************************. Thank you.... ****** *****, Jr.

  

  Business Response

  Date: 04/23/2025

  April 23, 2025
  
  BBB #********
  ****** ***** ** (#XXXXX5186)
  
  Dear BBB,
  
  Thank you for contacting us regarding this matter and allowing us the opportunity to respond once more. In our previous response, we stated, If able, [the $5.00] will be returned to the card used for purchase. Otherwise, a refund check will be sent to the address listed on file.
  
  Thankfully, we were able to refund the $5.00 to the card used for the order. The refund was successfully made on 3/18/25 to the card ending 0035. The transaction ID for the refund is 140225O39-A2AEBE40-B84B-4C83-A1F9-CD484F5F0F34. For further information, we encourage ****** ***** **. to contact their card provider for assistance.
  
  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 ************
  ********************************************************************
  ******************************

• Initial Complaint

  Date:03/10/2025

  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 paid the balance due on my Account on 2/15/2025 to have a zero balance prior to leaving their service. A Month after I left them, they send me a bill for $114.07 claiming I did not pay them for the phones. Their invoice clearly shows the pay of $85.00 Twice in order to clear the balance. On the next Column of the invoice they are adding it back to the account. After speaking to 4 different people (All Claiming to Be Supervisors), they claim they do not see it. THEY SENT ME THE INVOICE! Why can they not see their own creations? They are attempting to DEBIT my Credit Card for this amount. lease help me to resolve this issue. Thank you

  

  Business Response

  Date: 03/10/2025

  March 10, 2025
  
  BBB #********
  ********* M ******* (#XXXXX3487)
  
  
  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 ********************** invoice. We spoke with the customer on 3/10/2025. The customer placed two orders for two new devices on 7/10/2024. The customer purchased the devices using our Easy Pay payment plan, in which they can pay out the financed amount of $120.00 for each device for $5.00 per month per device for 24 months. 
  
  On 2/15/2025, the customer called and requested to pay the remaining balance of both of his Easy Pay plans for $85.00 each. The payments were processed successfully, and the payment plans for the devices had been completed; however, the customer already had a normal monthly invoice for $78.08, which was due on 2/26/2025, and which remained unpaid at the time. 
  
  The account was automatically canceled when the customer ported their numbers out to a new carrier. Consumer Cellular bills in arrears for monthly services and usage, much like a utility company. We are not a prepaid provider; service is month to month. An account will remain active until we receive a request to cancel service 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. As a result, a final invoice generated for $35.99, which brought the total account balance to $114.07. The customer made a payment of $114.07 on 3/10/2025. The account balance is now $0.00. The account was canceled on 2/20/2025, and the customer will not receive any further invoices. 
  
  Thank you for allowing us to address these concerns.  Please do not hesitate to let us know if we can be of additional assistance. 
  
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  
  

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 23043719
  
  I am rejecting this response because: The Bill Shows that the payments of $85.00 Each were made but then under the Charges Section it shows "EASY PAY DEBIT" at $85.00 x 2 Phones. Then I got another invoice showing that my actual balance is $23.60. This is the Main reason I stopped using this service! The Constant "RAZZLE DAZZLE" with the billing and direct withdrawal from a customers Credit Card.

  The Gentleman that called me did exactly the same thing! A Lot of double talk. Did not give me a moment to say anything. Even when I did try to speak, he would just speak over me and not listen to anything I had to say.

  I am going to dispute this charge. I want the BBB to continue with their fine job and help me in anyway to get this situation resolved.
  
  Sincerely,
  
  ********* *******

  

  Business Response

  Date: 03/18/2025

  March 18, 2025
  
  
  BBB #********
  ********* M ******* (#XXXXX3487)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear that our explanation did not meet the customers needs. The balance of $23.60 that the customer is referring to was not charged to him. This amount was provided as an estimation of how much a particular month's charge would have been due to proration from a billing cycle change.
  
  On customer invoices, the Summary of Charges lists the Previous month's Balance, Payments made during that month, and the Balance left on the account at the end of the billing period. Directly below are sections for Monthly Charges, Surcharge &Other Charges, Government Taxes & Fees, Current Charges,and the Total Amount Due for the current month. These categories are listed to show what payments have been made and how we arrived at the total balance.
  
  Since the customer signed up for *******, they agreed to make a payment for each device each month for 24 months. Each month, one payment is deducted from the EasyPay balance and added to the monthly invoice to be paid. Due to this, when a customer makes additional payments towards an EasyPay plan, the charge is shown on the subsequent invoice to reflect that a payment was made towards that balance. This is listed under the Surcharge & Other Charges section when additional payments are made and also in the Payments section to show that it has already been paid.
  
  As a result, the invoice generated after the customer made the two payments of $85.00 to pay off the remaining balance of his ******* plans listed those payments as charged to the invoice and then immediately paid above in the Payments section. The invoice lists $177.90 for Surcharges & Other Charges.$170.00 was the two payments of $85.00, and the remaining $7.90 was the monthly charge for Surcharges and other fees. The Payments section above shows that $170.00 was paid.
  
  As previously mentioned, the customer had an existing invoice for his regular monthly service payment of $78.08 when he paid off the EasyPay ********** that time, the devices were paid off in full; however, when the customer's account was canceled, the final invoice of $35.99 for service up through the date of cancelation was added to the existing balance of $78.08 for a total of $114.07, which was for monthly invoice charges and not for the payments of the devices.
  
  We understand this is not the resolution the customer is seeking;however, our stance has not changed.
  
  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:03/10/2025

  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 was overcharged. They took the money out automatically AFTER I closed the account. I got charged when I closed the *** and then again today

  

  Business Response

  Date: 03/12/2025

   
  
  March 12, 2025
  
  BBB 23035892
  ****** ******* (#XXXXX0846)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any frustration has experienced with the billing on their 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 can confirm ****** Starkeys phone numbers were successfully transferred on 2/11/25. Due to a system error, the customers account was not cancelled until 2/17/25. This caused the dates of their final billing cycle to be incorrect, which resulted in an overcharge of $12.40.
  
  We have contacted the customer to apologize for the error. Additionally, we have issued a credit back to the customer of $32.00 for the overcharge as well as the inconvenience.
  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: 03/12/2025

   
  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,
  
  ****** *******