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:03/07/2025

  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.

  Phone not accessible or used in three months. Have went to target and their *** has tried to correct but never works. Spam and incoming calls continued though not being used. Financial information was used to hack checking and credit cards and company charged over 65 a month and would not reduce amount due because incoming spam calls as far as they are concerned is use..628 calls in one month. We requested reduction to min $25 per month for the three months and new phone. They require $180+- and allow them again to fix by phone or target. We want reduction for time unusable. 4 trips to target and many many calls to cellular and no agreement. Asked them to cancel. If any questions reach me through my sister's phone **********.

  

  Business Response

  Date: 03/12/2025

  March 12, 2025
  
  BBB #********
  ****** ****** (#XXXXX0968)
  
  
  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 experienced with their device. We were unable to reach the customer by phone or email. As we never received a request to move the customer to a lower plan, the customer has stayed on our 20 GB data plan. Additionally, we have verified that usage occurred up to February 10th, at which point the service was suspended for non-payment. 
  
  The customers account currently has a past-due balance of $180.01. This is for three invoices for $61.06, which was due on 01/05/2025 for the billing period from 11/16/2024-12/15/2024, for $61.07, which was due on 02/02/2025 for the billing period from 12/16/2024-01/15/2025, and for $57.88, which was due on 03/05/2025 for the billing period from 01/16/2025-02/15/2025. The invoice for $57.88 was prorated due to the customers account becoming suspended for non-payment on 02/10/2025. As a result, the final balance of $180.01 is valid and due. Please make a payment at your earliest convenience. 
  
  Unfortunately, Consumer Cellular cannot prevent spam calls on devices as these can come from any number, which could prevent valid calls from coming through. 
  
  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:03/07/2025

  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 am being billed by Consumer Cellular ***** monthly since August 2024. I do not have a Consumer Cellular phone. I tried to call Consumer Cellular and they said to call ******. I called Target and they can put a dispute on the charges but they said I needed to talk to Consumer Cellular.

  

  Business Response

  Date: 03/07/2025

  March 7, 2025
  
  BBB File No. 23033978
  ******* ******
  
  
  To Whom It May Concern, 
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Unfortunately, we were unable to locate an account using the information provided in the complaint. If you would provide additional contact information such as an account number, cellphone number and/or email address, we would be happy to look into this further. If we are unable to locate an account and the customer is still being charged, they may want to dispute the charges with their financial institution. 
  
  Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance. 
  
  Sincerely,
  
  ********* *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  

• Initial Complaint

  Date:03/07/2025

  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.

  On March 7, 2025 Consumer Cellular emailed us advising that we had a past due balance in the amount of $288 when it fact it was haphazardly debited $288 4 separate times to my credit card. Subsequently, they disconnected our cell phone service on 3 phones and charged an additional late fee in the amount of $5. No advance notice of any issues leaving my business phone inactive. I demand a "cease and desist" regarding their deceptive billing practices!

  

  Business Response

  Date: 03/07/2025

  March 7, 2025
  
  BBB/23033468
  ****** ********* (#*****3800)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We have not contacted the customer directly at their request. 
  
  We have reviewed our records and can see that the customer attempted to make a payment of $288 five times on 1/15/2025 through their online account. Their banking institute declined the first four attempts, responding with a response of "Do Not Honor" and "Expired card. " The fifth attempt did process.
  
  Attempting to process a charge multiple times can result in pending charges on a customer's bank account. Unfortunately, this was all completed through their online account, and we could not advise them of this. Pending charges are typically removed within 3-5 business days. However, this is determined by the customer's banking institute. 
  
  The final attempt at making the payment was processed. However, it was then disputed with the bank, resulting in a reversed payment. At that time, Ms. *********** account was suspended because it was past due, and a $5 late fee was applied. As a courtesy, once the past-due balance was paid, we waived the late fee.
  
  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:03/06/2025

  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.

  See my Jan. 27, 2025 letter of complaint to Consumer Cellular, which they ignored - see encl. They were told the account was canceled. They continue auto-billing *****

  

  Business Response

  Date: 03/11/2025

  March 11, 2025
  
  
  BBB File No. 23001411
  ***** ***** (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 we do not have contracts; service is month to month and 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.
  
  When reviewing Ms. ******* account, I see that her line was cancelled on 12/21/24, per ***** ****** request. The account does not reflect that we received a request to cancel service, prior to receiving this complaint.However, we have cancelled the account and backdated the cancellation to prevent further charges. As well, we have waived the last three invoices and voiced the payment of $52.39 from 1/13/25; this effectively backdates the cancellation to 11/23/24.
  
  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: 03/11/2025

   
  Complaint: 23001411
  
  I am glad Ms. ********* *. has gotten involved and made the account zero balance.  I asked 3 times if she has communicated with **** and to send me a **** credit. She has not  replied. The resolution is not complete until **** clears the charges.
  
  Sincerely,
  
  Dr. *****

  

  Business Response

  Date: 03/22/2025

  March 22, 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. We have sent an email to ***** ***** explaining the payment of $52.39 from 1/13/25 was voided and refunded to the credit card on file on 3/08/25. While we do not have a way to issue a credit slip, our customer can view the refunded payment and credits on the final invoice. For their convenience, we have sent a copy of the final invoice via email and ***** The refunded payment will also be reflected on their **** statement. 
  
  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:03/06/2025

  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.

  Many years ago my sister-in-law's AARP transaction which originated from consumer Cellular was being posted to my credit card. I got a refund for that transaction. Last September I noticed that once again, the **** transaction was posted to my account for her AARP. I called consumer Cellular to have them research first, for how many years have I been charged for ******* **** membership because it was at least 10 years ago that I found the first transaction and I have not monitored my credit card transactions, and second, they need to stop posting those transactions to my account. I called ********************** and they said they cannot find my sister-in-law's account. My sister-in-law died 5 years ago but they posted her transaction to my account last September, so apparently her account was still open on their system in September. Since they said they cannot help me with either of those things because her account is no longer active on their system, I am calling you for help to get a refund for all those years that they charged me and to make sure that they check their system so it does not happen again next September. I chose one of the consumer cellular business addresses and phone numbers but I don't really know which address I called, I used phone number ************. Thank you.

  

  Business Response

  Date: 03/08/2025

  March 8, 2025
  
  
  BBB/23028184
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.
  
  While Consumer Cellular partners with **** and offers AARP signups, **** handles all AARP charges directly, so it would be best for *********** to contact AARP 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: 03/12/2025

   
  Complaint: 23028184
  
  I am rejecting this response because:
  The transaction was originated by Consumer Cellular, who passes it on to ****, and **** passes on to the credit card company. **** is simply a pass-through, Consumer Cellular originates the transaction.  I contacted **** and they said they have no knowledge of why the transaction was generated, they simply post it. I contacted Consumer Cellular in January and they said that the transaction was for ***** ******** who is my sister-in-law who died 5 years ago. It was not for me but it was posted to my credit card And it was consumer Cellular the provided my credit card number to **** to pay this transaction in September 30th 2024. Now they say they have no knowledge of ***** *******. They have no record of her. Yet they generated a transaction to pay her **** on September 30th of last year. This does not make sense. They are not being honest in forthright because **** did not generate this transaction, they just passed it on, Consumer Cellular generated it. Consumer Cellular says that they no longer have any record of ***** ********. Then how were they able to tell me in January that the transaction posted in September was for *****?  This happened once many years ago, my credit card was being used to pay ******* transaction, this was a mistake made by Consumer Cellular many years ago. I want to know how many other payments over the years were posted to my account for ******* ****? I don't pay attention to small transactions, I have too many and don't have time to look over every little transaction and assess whether it is valid or not. If I saw a transaction from **** I would assume that it was correct since I have been doing business with them for many many years. I paid a 5-year membership in 2022, paying my **** through 2027.  So I noticed this transaction in September because I was looking for something else and found the **** transaction and knew it was wrong.  I called Consumer Cellular in early January and they never answered. I called Consumer Cellular in late January and then I called them again and each time they didn't answer but eventually they told me the transaction was for ***** and not for me, but they posted it to my credit card. I suspect this has been happening for many many years.
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 03/19/2025

  March 19, 2025
  
  
  BBB / 23028184
  
  
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.
  
  We understand this is not the answer Ms. ******** is seeking;however, our position has not changed. While Consumer Cellular partners with **** and offers AARP signups, **** handles all **** charges directly. As shown in the image provided by Ms. ********* the charge on her bank statement comes directly through ****. It would be best for Ms. ******** to pursue this with AARP 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: 03/19/2025

   
  Complaint: 23028184
  
  I am rejecting this response because I have spoken with **** and they stated that the transaction is originated by you, you provide the credit card information on the transaction.  AARP is simply are a pass-through.  A pass-through means that they receive what you send them and pass it on to the credit card company.  They told me to contact you. Your organization told me that this transaction originated from you to pay for ***** ********** **** membership. This information was provided by a representative at your organization, Consumer Cellular.  I don't know how to make this anymore clear to you.  This erroneous transaction and any previous erroneous transactions were originated by consumer cellular, Consumer Cellular made the mistake, not AARP.  AARP is a victim of consumer cellulars errors, as am I.

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

• Initial Complaint

  Date:03/06/2025

  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 Ordered A Sim Card For My Phone, but kept the Same Phone Number! I Paid $10.70 for the Sim Card On Jan. 20, 2025. Then I wanted to Change from Autopay on Feb. 21, 2025. They told me by Chat, that I had to wait until October 2025 to change from Autopay? I stated " I have Never Heard - of Such A Thing " That Made Me Mad, because I knew it was a Big Lie??? I told them I Might Have ** Cancel My Account. So I had my Account Canceled right then, at the moment - on Feb. 21, 2025. Which I lefted 12 days of Service Remaining - From Feb. 21, 2025 to March 5, 2025. They Must Have Gotten Mad, because I Canceled my Account! Then I Drove to the Near ********************, and signed up for the ************************************** I did not need the Free Phone also, because the Free Sim Card Worked in my own phone - with unlimited talk. text, and data. The Requirement, I have to make at least 1 phone call each month - to keep my phone activated!!Then I Contacted Consumer Cellular the same day by Chat, to inform them that I had just got a another phone service, with No Monthly Bill - and gave them my New Phone Number For Proof!Then They sent me a Email Bill ********* for $28.71 - Due on March 5, 2025! Then A few days later, they Changed The Bill ** $38.62???So **day on March 5, 2025, I received a "Thank You For Your Payment of $28.71 " And the Remaining Balance of $9.91???This Is What - You Call FRAUD!!!** Get MAD at Me for Canceling My Account Early with 12 days Remaining on *********** Then Punish Me **day - by Charging my Bank Account of $28.71!I May Have ** Contact The Arizona *** Headquarters, and their State *********************** Also, if they Refuse ** Refund My Stolen Money!!!****** ***** ( Retired 21yrs./4mos. ********* Veteran - B.S. Degree in *********************** )This Is The Charge ********* : *********************************

  

  Business Response

  Date: 03/08/2025

  March 8, 2025
  
  
  BBB File No. 23023929
  ****** ***** (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 we do not have contracts; service is month to month and 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.
  
  Consumer Cellular offers a Risk-Free Guarantee (RFG) period to try our phones and services. If within the first 30 days or 500 MB of data use (45 days or 500MB of data use for **** and **** members), whichever comes first,the customer is not completely satisfied with our service, they may simply cancel and we will waive any service fees.
  
  ****** ***** established service on 1/20/25 and cancelled service on 2/21/25. As Mr. ***** cancelled just one day outside of the 30-day RFG period,as a courtesy, we have waived all charges and submitted a refund request for $28.71.
  
  We have spoken with Mr. ***** and advised we will be issuing a credit of $28.71 to his credit card for the payment received on 3/05/25.
  
  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

  I Thank All Of You Involved, Very Very Much - For Resolving This Matter. - And It Was Solved  Very Swiftly!

  I Recieved A Phone Call, Just A Few Minutes Ago On Saturday March 8, 2025 at 11:49 AM ( EST).

  
  

  It Was A White Female From The Upper Branch, And Said The $28.71 - Is In The Process Of Being Refunded!!!

  
  

  I Thanked Her For Solving This Matter, And I Told Her - I Was Now Satisfied!

  
  

  Now, The Case Is Closed!

  
  

  "Thank You Again"

  
  

  You Are - Doing You Job!

  
  

  ****** *****

  Customer Answer

  Date: 03/19/2025

   

  I Told you the Woman Called Me on Saturday March 8, 2025, and told me over the phone that the $28.71 will be returned! She spoke like she was Truthful and Sincere!

   

  I Check my Bank Account Every Morning, looking for Fraud Charges! And ******** showed Consumer Cellular was Processing the $28.71 Refund - and it would be Deposited into my Bank Account when Received?

   

  I *************** Account This Morning on March 13, 2025, It Shows the Deposit was Never Sent - so the Bank Has  Removed it from my Account As Incomplete!!!

   

  So, This was Another ***** and Lying Female that Call me!  It Is 100% Proof - That Consumer Cellular is Operating an Online Scam Network???

   

  I Will *** Begin To Contact Their State ************************* And Their ********* Headquarters - For An Investigation on Consumer Cellular Operating A ***** Network Operation!

   

  I Have Heard Too Many LIES Already - From The Top/Down!!!

   

  You Can Contact Them Again - On My Behalf!!!

   

  I'am Going Forward, With The ***** Network Operation Charges, so they can be Contacted to Review Their Records - For Investigations of More Online *****!!!

   

  ****** *****

  ( Retired 21yrs./4mos. ********************************************************** )

   

  P.S.!  I Stutter When Talking, So Some People May Think I'am Drunk - Or ****

  Customer Answer

  Date: 03/19/2025

  I just woke up this morning, and checked my Bank Account again - which I do every morning!  Now, the $28.71 has Finally **en Posted and Deposited in my Account Yesterday- on Friday March 14, 2025!!!

   

  So, the woman did tell the truth after-all, and the funds Finally Arrived. I'am So Sorry for Contacting You - Too Early!

   

  There Will ** No Reason - For Me To Contact You Again!!!

   

  This Case - Is Finally Closed!!!

   

  ****** *****

  
  

  Customer Answer

  Date: 03/19/2025

  I just woke up this morning, and checked my Bank Account again - which I do every morning!  Now, the $28.71 has Finally **en Posted and Deposited in my Account Yesterday- on Friday March 14, 2025!!!

   

  So, the woman did tell the truth after-all, and the funds Finally Arrived. I'am So Sorry for Contacting You - Too Early!

   

  There Will ** No Reason - For Me To Contact You Again!!!

   

  This Case - Is Finally Closed!!!

   

  ****** *****

  
  

• Initial Complaint

  Date:03/06/2025

  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.

  03/05/2025 I paid $25 for my phone to be delivered in 1-2 business days and per the tracking it is scheduled to arrived on the 3rd day. Consumer Celluar is aware of the ongoing issue of customers being charged extra for 1-2 business delivery and customer's are not receiving the phones in that time frame and allowing customers to continue to select service knowing that the phones are not going to be delivered within the time frame of 1-2 days.

  

  Business Response

  Date: 03/15/2025

  March 15, 2025
  
  BBB File No. 23028418
  ******* **** (Account No. **********
  
  
  To Whom It May Concern, 
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Consumer Cellular offers two options for shipping; Standard shipping via **** Priority Mail and Express shipping via **** Express Priority Mail. Express shipping is a quicker delivery method. Express shipments get pushed to the front of the shipping queue and the *********** delivers the package quicker than if sent Priority Mail. Express Shipping is not overnight shipping; nor is it guaranteed delivery for a specific time frame.
   
  All Express orders completed by 1:00 pm (PST), Monday Friday should be shipped the same day. Orders completed after this time will be shipped the following business day; Express orders do not ship on Saturday, Sunday or Federal holidays.
   
  Orders shipped via Express shipping should arrive within 1-2 business days from the time of shipment except for Sundays and Federal holidays when there is no mail delivery. 
   
  Upon review of the account, we see that the iPhone 16 Pro Max shipped on 3/05/25 and was delivered on 3/07/25. The tracking shows that the device was picked up from the post office on 3/07/25 at 11:21 am. As the device did arrive within 1-2 business days from the time of shipment, we are unable to credit the Express shipping charge.
  
  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:03/05/2025

  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.

  We have had service with Consumer Cellular CC for a long period and have had no problems.Since February 26, 2025; we have no service or have been relegated to SOS only. Aware as we all are how the phone has become important and constant part of our lifestyle, we are handicapped without it. We have chatted, spoken,and emailed CC with no results. Problem is the tower, which is less than 300 ft. from our abode. They will not send repair persons to fix the tower. We can go into ****** and we receive full service.Appreciate any help you may provide. Being a long term customer, we would like to remain.

  

  Business Response

  Date: 03/12/2025

  March 12,2025
  
  BBB 23023608
  ******* ****** *****9313
   
  
  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 ******* Forgeys concerns regarding the outage in their area. We understand the importance of staying connected and any frustrations caused by not being able to use their service. The local tower outage has officially been repaired,and service is restored; due to parts that may need to be ordered, tower outages take some time to be repaired. During the time of an outage, the Wi-Fi calling phone feature is recommended because it works with the tower when reception is limited to make and receive calls, or simply to boost the quality of their calls. 
  
  As a courtesy for ******** experience, we waived their bill of $63.10 due on March 22nd. As for the experience, we have forwarded ******** concerns to the appropriate department for further review and training.
   
  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:03/03/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I first signed up with Consumer Cellular, their automatic data plan upgrade was forcedif I went even slightly over my data limit, I had no choice but to pay for the next plan tier. Eventually, they introduced an option to disable SmartFlex, allowing customers to continue using data at reduced speeds after exceeding their plan, a standard practice in the industry for years. But they never informed us about this change. As a result, I unknowingly paid for unnecessary plan upgrades for years due to minor *********** make matters worse, Ive consistently noticed discrepancies between Consumer Cellulars reported data usage and my iPhones records. Many other customers have raised the same concern, yet the company has done nothing to address it. This feels like a deliberate attempt to overcharge customers rather than an honest mistake.

  

  Business Response

  Date: 03/11/2025

  March 11, 2025
  
  BBB File No. 23015766
  ***** *** (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, which allows customers to change their plan to best fit their needs, as often as they like. 
  
  Consumer Cellular introduced Automatic-Upgrades, (SmartFlex) in 2016. With our automatic upgrades, if a customer exceeds their plan limit, we automatically move them into the plan that covers their usage. We send usage alerts when customers are nearing their plan limit and again if they are upgraded. If a customer never accrues an overage, then we will not change the plan unless they request it. Customers have always been able to opt-out of the automatic upgrades, however, this previously could only be done by contacting customer service. We introduced the ability for customers to opt-out of SmartFlex via their online account in 2023. 
  
  While ***** *** did exceed their plan on the last billing cycle, as a one-time courtesy, we have applied a credit of $10.00 to re-rate their plan from 10GB for $20.00 plus tax to 5GB for $10.00 plus tax. The new balance due on 3/17/25 is $36.91.
  
  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,
  
  ***** ***

• Initial Complaint

  Date:03/03/2025

  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.

  Over the course of the last few days (3/1/2025 - 3/3/2025) I have been receiving 1 to 2 unwanted phone calls per day by Consumer Cellular from ************. I contacted Consumer Cellular to request the removal of my phone number from their calling list and removal from any accounts using my phone number. I also informed them that my phone number *************) is also on the National Do Not Call List, that I am not and have never been a customer of **********************, and that I have otherwise never provided permission to be contacted by Consumer Cellular. The representative transferred me to a supervisor and after a brief conversation about the issue, the supervisor attempted to collect unrelated personal information to which I refused to provide, as I only requested the removal of my phone number. The supervisor then refused to remove my number and stated that I would still receive calls from Consumer Cellular and to just block the number. I asserted my intention to file this FCC Complaint and disconnected the call. I have taken steps to block the number but still receive voicemails from the automated calls. I called Consumer Cellular a second time to speak to a different supervisor for a resolution. After being connected to a representative, I immediately asked for a supervisor and provided a brief description of the issue. I was promptly transferred to a different supervisor who filed a report for my number to be removed from all contact lists and any accounts it is listed on. I was told the process would take approx. 72 hours to process. Regardless of this, I still wish to file this complaint, as I should never have been contacted in the first place.

  

  Business Response

  Date: 03/05/2025

  
  
               
  March 05, 2025
  
  BBB 23014870
  ******* ******
   
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Weve removed the number specified from our system, as it was incorrectly entered as a customers primary contact number. Weve also received Mr. ******* email requesting us to put them on our do not contact registry and have processed the request. 
  
  Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance. 
   
  Sincerely,
  
  ****** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 03/05/2025

   
  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,
  
  ******* ******