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:02/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Consumer Cellular offers an unlimited data plan with reduced speed of data transmission after 50 GB of usage. On Feb 10, 2025 at 3 am, they notified us that we had exceeded the 50 GB limit, and they disabled the Hotspot on our phones so we had no internet access on our home computers. The data usage as measured directly by our two phones for the current billing cycle was less than 40 GB. This was confirmed by the Consumer Cellular app as well as directly logging onto the Consumer Cellular website. Phone calls to customer service told us our phones were grossly inaccurate and advised waiting 48 hours for the cell tower data to update; the data usage was still less than 40 GB. Then customer service said wait 72 hours; still less than 40 GB. Then customer service said wait 96 hours.I think Consumer Cellular had a data breech that they will not acknowledge, and instead are blaming the customers. Furthermore, it is a deceptive business practice to disable use of the internet on a home computer rather than merely reducing data transmission speeds, as the company has advertised.

  

  Business Response

  Date: 02/15/2025

  February 15, 2025
  
  BBB File No. 22939836
  ***** ********-****** (Account No. **********
  
  
  To Whom It May Concern, 
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. With unlimited data plans, data speed is reduced once a customer has used a preset amount of data, which is standard for carriers nationwide. This practice helps to optimize overall network performance and maintain a quality service experience for as many customers as possible. 
  
  Once a customer has used 50GB of high-speed data in a billing cycle, the data speed will be reduced for the remainder of the billing cycle. This information is available on our website and states "On unlimited data plans, access to high speed data may be reduced after 50GB of use, and you may experience slower speeds for the remainder of your billing cycle." This information is also available in our Wireless Customer Agreement (***), section 1.3: "For customers enrolled in our largest data plan, access to high speed data will be reduced if the plans data limit is exceeded, and you will experience slower speeds for the remainder of the billing cycle.
  
  Data is transmitted in very small increments; due to this, our network carriers bundle data usage and report it to us in batches every six hours. The formal records of usage that are reflected as wireless web in the usage details are received from the carrier towers. We also receive data usage amounts in real-time from the network switch; however, this pending data is not displayed in the usage totals that a customer can see until the data session ends and we receive the formal usage detail from the carrier. This occurs when the phone signal moves to a new tower or the phone is put in Airplane Mode or powered completely off.
   
  Information regarding delayed usage is provided in Section 1.6 of the *** and states: Billing of Services for calls, text messages, data, or other usage, like charges for International Roaming, may occasionally be delayed. Such usage charges may appear in a later billing cycle and, depending upon your plan, will be deducted from your monthly airtime minutes or messaging or data usage allowances for the month when the usage is actually billed, and may result in additional charges for that month.
  
  While customers are welcome to use the hotspot or tethering feature on their device, this feature can greatly increase the amount of data used in a very short period. Once data usage totals 50GB, including both reported and pending usage, the hotspot feature is automatically disabled as it cannot be used with the reduced data speeds. 
  
  It is important to note, the cellular data offered on our plans is not intended to replace home internet service. The Acceptable Use Policy (AUP) on our website states: " We may modify, suspend, or discontinue any function or feature of any Services or terminate your Services entirely at any time without notice for any reason that may include, but is not limited to: If we believe that your Device or use of the Services are causing or could cause excessive network capacity issues or interference with our Wireless Network or that you are using the Services in violation of this AUP or applicable law. Examples of prohibited network uses include, without limitation, the following: ...as a replacement for home broadband service (i.e., home internet) or redirecting television signals for viewing on another device. ...Tethering to any other device (such as a mobile hotspot, computer, laptop, smartphone, media player, notebook, tablet, gaming console, television, or other technology with similar functions) in any manner (using wired or wireless technology) in excess of our monthly tethering (or mobile hotspot) data usage limit. 
   
  This is also addressed in section 1.3 of the *** and states "If you exceed your tethering (or mobile hotspot) data usage limit, we may disconnect, slow down or disable your access to or use of tethering (or mobile hotspot) data for the remainder of the billing cycle and for regular abusers of this limit, permanently remove tethering (or mobile hotspot) on your account or terminate your Service or this Agreement."
  
  Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance. 
  
  Sincerely,
  
  ********* *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22939836
  
  I am rejecting this response because: 1) The total data usage for our 2 phones as recorded on the Consumer Cellular website for the period of 1/15/2025 to 2/14/2025 was ***** GB, which was well under the 50 GB limit for which we paid.

  2) Consumer Cellular advertising is deceptive.  All advertisements should clearly state that even if a customer pays for 50 GB/month, use of a Hotspot for a home computer is not allowed.
  
  Sincerely,
  
  ***** ********-******

• Initial Complaint

  Date:02/13/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up to consumer celluar i ask them if i could pay by ck they said yes now their are charging me 5.00 a month for not taking auto pay

  

  Business Response

  Date: 02/19/2025

  BBB 22928603
  ***** ***** (#*****1890)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear about the customer's frustration surrounding the autopay and email billing convenience fee. Consumer Cellular is committed to providing the best value in wireless, and our plans have not increased in cost in 25 years. For example, our new price plans include unlimited calling for just $15 per month before taxes, and we reduced the cost of our unlimited plan. We also implemented changes to match current industry standards, including a $5.00 convenience fee for our customers who prefer a paper invoice and processing payments independently. This fee is waived when enrolled in our autopay program and electronic billing.
  
  Information regarding changes to service is provided in our Wireless Customer Agreement and is included with all equipment purchases,including SIM-only orders. Section 1.3 states, "We may change any terms,conditions, rates, fees, expenses, or charges regarding your Services at any time...". Additionally, our Wireless Customer Agreement also states in Section 1.4, "If you elect to receive a paper invoice from us or choose not to enroll in automatic payment, you may lose certain promotions or discounts, and an additional charge of $5.00 will be assessed each billing cycle ($7.00 for extended detailed billing). This cost may also be changed by us at any time.".
  
  Mr. ***** enrolled in autopay and email billing on 02/18/2025 when he spoke with our customer care team. As a result, their future invoices will not include the convenience fee of $5.00. Should the customer have further questions or concerns, they are welcome to contact our customer care team 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:02/13/2025

  Type:Customer Service 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 sign up with these guys November last year, I tried their trial period for 45 days horrible service, I didn't like it in December 2024 I toldt hem I'd like to cancel this service at the end of my billing cycle to my amazement they send me a bill January 2025 for $98 I tried to dispute the bill with them telling them I gave them notice I was canceling my service back in November,they were very confrontational,rude customer service and they basically tell told me to sue them.. Don't believe the commercials they are not as friendly as the commercial portrayed them to be, they refuse to port my number over to another company stalling them for me to stay with them, I'm going to have to file I dispute with a *** and the state attorneys office

  

  Business Response

  Date: 02/20/2025

  February 20, 2025
  
  BBB File No. 22935911
  **** ***** (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.
  
  **** ***** signed up for service on 11/15/24. On 12/30/24, they contacted customer service due to a service issue and it was determined that there was an outage in their area. The customer next contacted customer service on 1/30/25 as their data speed had been reduced when they exceeded 50GB of usage. 
  
  On 2/04/25, per the customers request, a transfer PIN was sent via SMS to the customers cellphone. The account was immediately cancelled when the line ported-out to the new service provider on 2/07/25. 
  
  When a customers account is accessed, a note is automatically posted to the account with the name of the representative accessing the account and the date and time the account was accessed. We can confirm that Mr. ****** account was not accessed between 12/30/24 1/30/25, nor did we receive a request to cancel service prior to his line porting out on 2/07/25.  
  
  The balance due on the cancelled account is $98.42; $54.81 for the service dates of 12/15/24 1/14/25 and $43.61 for the prorated service dates of 1/15/25 2/07/25. As usage reported through the cancellation date, the charges remain valid. 
  
  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: 02/20/2025

   
  Complaint: 22935911
  
  I am rejecting this response because: up on signing up with consumer cellular I was told that I have a 30 day ***** period where I could cancel service. I advised them within that 30 days that the service was not good in my area and I would like to cancel service for the next billing period

  I was not aware that service Was still on that phone and when I contacted consumer cellular to dispute the charges, they became very combative. Consumer cellular has and kept my phone number they are nothing like what they portrayed to be on TV to Be this friendly company. Me trying to dispute the bill, they became very combative, and I hanged up, and that was it
  

  
  Sincerely,
  
  N *****

• Initial Complaint

  Date:02/11/2025

  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.

  Consumer cellular has just started billing me $5.00 for what they call an e-bill/autopay opt-out fee. I have subscribed to their service since 2018 and have never been late with my payment. This is a terrible way to treat a senior citizen who lives on social security!

  

  Business Response

  Date: 02/12/2025

  BBB 22928530
  ***** ****** (#*****9412)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are sorry to hear about the customers frustration surrounding their monthly autopay and email billing convenience fee of $5.00. We spoke with Ms. ****** and explained that Consumer Cellular is committed to providing the best value in wireless, and our plans have not increased in cost in 25 years. For example, our new price plans include unlimited calling for just $15 per month (plus tax), and we reduced the cost of our unlimited plan. In November 2021, we implemented changes to match industry standards, including a $5.00 convenience fee for our customers who prefer a paper invoice and processing payments independently. This fee is waived when enrolled in both our autopay and email billing.
  
  Customers on Legacy plans do not incur the $5.00 fee unless changes are made to their plan. Once a Legacy plan is changed to our new plan pricing, the customer must be enrolled in autopay and email billing to receive the $5.00 credit. After reviewing the customers monthly usage habits, we recommended that we revert their rate plan to their legacy plan of unlimited talk, text, and 500MB of data for $20.00 before taxes. Ms. ****** agreed to revert their plan, removing the autopay and email billing convenience fee of $5.00 from their upcoming invoices. 
  
  Because Ms. ****** mentioned that she was not provided with this information before changing her plan, we offered to apply a credit of $5.00 to her account, which will go toward her upcoming invoice. Should the customer have further questions or concerns, she is welcome to contact our customer care team at **************; we will be happy to help.
  
  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:02/10/2025

  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.

  Im a Senior now and a member of *****I need a new phone. And since Consumer Cellular runs all those adds bragging how great and convenient they are I would give them a try.I ordered a new phone and switched my provider.I received my phone, which I paid just shy of ?1000.But they didnt send a charger.I contacted them and they blamed *****. I believe there Representative should have informed me that I was not going to receive a charger for all that money. The phones I bought in the past came with chargers.I was transferred to a Supervisor and I explained to her that I feel that Consumer Cellular took advantage of me and my situation. She told me that I should have read the disclaimers on their website. I pointed out why would I check their website after placing an order with a live **************** representative. The supervisor got angry, yelled and told me to return the phone.I cannot believe Consumer Cellular can have such little respect for a customer. I feel cheated and like a complete fool for being taken advantage of by this Company. I had heard that Consumer Cellular was a Company with a sterling reputation.What a complete disappointment they turned out to be.I have never been treated so poorly or been so disappointed in any Company.Consumer Cellular as a whole should be ashamed of themselves.

  

  Business Response

  Date: 02/16/2025

  February 16, 2025
  
  BBB #********
  ****** ******* (#XXXXX8664)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We spoke with the customer about this issue on 2/10. We apologize for the inconvenience caused by a charging adapter not being included with the customers order. ***** no longer includes charging adapters in the box with devices. As a result, if a customer does not have an existing compatible charging adapter, they must purchase one separately through Consumer Cellular or a third party. Customers are supposed to be advised that the device will not come with a charging adapter. We apologize if the customer was not provided that information. 
  
  When we spoke with the customer, we provided a one-time credit as a courtesy to cover the cost of the charging adapter that was purchased via a third-party. 
  
  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: 02/16/2025

   
  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:02/10/2025

  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.

  This company claim they are here to help people over 50 its ******** Im not getting what Im paying for since December Ive called several times about the same complaint they refuse to help me solve my issue

  

  Business Response

  Date: 02/12/2025

  February 12, 2025
  
  
  BBB #********
  **** ********* (#XXXXX6095)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We were unable to reach the customer by phone.We are sorry to hear of the frustration the customer has been experiencing with his ********************** account.
  
  As the customer did not specify what they needed assistance with in their complaint, we are unable to ascertain the proper next steps for them. We are happy to assist customers in any way we can. If the customer still needs assistance with their Consumer Cellular account, they are welcome to contact our customer service department at the number listed below.
  
  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:02/06/2025

  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.

  Recently the company mentioned just started making us share data on a data plan when we agreed to unlimited plans for our whole family. My son I are the Administrators of the account. Both of us are not satisfied with this, and we want unlimited status instead of data sharing. We never agreed to data sharing!!

  

  Business Response

  Date: 02/10/2025

  February 10, 2025
  
  BBB #********
  ******* ******** (#XXXXX7061)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We had the pleasure of speaking with Ms. ******** regarding their plan and have addressed their concern. 
  
  For accounts with multiple lines of Service, the data plan is shared, and usage is aggregated for all account users to determine whether they have reached or exceeded their data plan limit.
  
  Also, customers can move the line(s) to a new Rate plan. This allows the customer to split the lines onto the same account so that their usage is not shared, but the lines are still on the same bill. This is helpful for customers who want to regulate usage on accounts, have multiple lines, or want to customize their service.
  
  The customer was satisfied with this choice and moved two lines to a new rate plan on her account.
  
  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:02/06/2025

  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.

  Paid for phone, delivery to me was delayed. I had to purchase another phone. I have a heart condition. I was advised by their customer service that I should just refuse the delivery of their phone. I did that.I am a 70 year old woman on a fixed income. I needed that money to eat these past weeks.

  

  Business Response

  Date: 02/15/2025

  Dear BBB,

  We are currently working to resolve this issue for our customer; however, we are requesting an extension as we are waiting for some additional information. We appreciate ******* Dedomininicis' patience and apologize for the time required to resolve this issue.

  Sincerely,
  
  ********* *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 02/21/2025

   This has been resolved.

   

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

• Initial Complaint

  Date:02/05/2025

  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 am writing to express my disappointment and frustration with Consumer Cellular. Despite my efforts to resolve the issue, they have accessed my credit report and are incorrectly claiming that I have unpaid bills. However, the issue lies with a separate company that I had a dispute with, and they are not even a partner of Consumer Cellular. I find it unreasonable that Consumer Cellular is attempting to hold me responsible for this debt. I would like to file a formal complaint and provide a zero-star review, as I believe their actions are unjust and potentially harmful to my credit score. I hope that by sharing my experience, I can alert others to the potential pitfalls of doing business with this company

  

  Business Response

  Date: 02/05/2025

  February 5, 2025
  
  
  BBB #********
  *** ******* (#XXXXX5001)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for the frustration the customer is experiencing. When a customer signs up for service with **********************, we run a soft credit check to determine risk and eligibility for service. Unfortunately,the customer was denied service due to information found on their credit report.
  
  Our decision was based on your credit score, which we obtained from the consumer reporting agency ****************************. ******* played no part in our decision and is unable to provide specific reasons why we are not able to provide the customer access to our service. ********************** does not have the ability to make changes to a customers credit report. As a result, if the customer finds any inaccurate or incomplete information contained in the report, they must contact Equifax to potentially have any changes made.
  
  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:02/04/2025

  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 in hospital with half of my body in 83 staples stitching holding my entire backside together due to a mowing accident where I was jolted off the mower and I rolled down the hill and the mower rolled down on top of me!! After 4 surgeries Im alive. My pymt was due on the 26th and I was on auto pay. I am a DoorDash driver and I do not get paid unless I work and I couldnt work because Ive been in the hospital for 3.5 weeks so far. So I called and the *** said she could NOT set up a pymt plan for me because the pymt wasnt showing as returned yet so she said for me to call back and do a pymt arrangement and the ***** return fee would be removed. So, When the pymt was returned to Consumer Cellular I called back and this *** was obviously new or not trained and had me hold over 17 minutes as he did not know what to do?!? Eventually I just hung up and called back and got a *** who said she would have to transfer me to billing ***** The billing **** told me I had been SUSPENDED! ??AFTER 3 DAYS!! Also, I had been told that I would have ***** fee removed THE BILLING *** REFUSED TO REMOVE FEE, SINCE I WAS PREVIOUSLY TOLD FEE WOULD BE REMOVED I ASKED FOR A SUPERVISOR AND *** REFUSED TO GET ME ONE. ALSO, I NEVER RECEIVED ANY WARNING ABOUT MY ACCOUNT BEING SUSPENDED?!? And here I am in this hospital trying to survive this horrible accident and I need my phone service and they cut it offI had also asked for a supervisor and I was denied. I tried to set up a pymt dateand again received more hassle. I had a fee removed in November because I was in hurricane ******!!! My purse and wallet washed down the road and I had to get all new accountsits not like Im just spending n wasting $$$. Now, Im in hospital, and have very valid reason for missing pymtbut the bottom line is *** **** (LISTEN TO THE CALL) said he sees in notes where first *** had GUARANTEED I WOULD RECEIVE LATE FEE OF ***** BACK. IF I DONT CC WILL LOOSE MANY SENIOR CITIZENS!! AT LEAST 17, REFUND LATE FEE

  

  Business Response

  Date: 02/06/2025

  February 6, 2025
  
  BBB File No. 22900410
  ******* ***** (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. Consumer Cellular does not have any set ***** period for customers to make the payments; once an account becomes past due, the services are subject to suspension at any time. When service is suspended, the suspension is system automated and is based on a number of factors such as the length of time the customers account has been active with ********************** and the payment history. To prevent any possible interruption in service, the balance must be paid in full by the due date. 
  
  We understand the importance of having cellphone service, especially in urgent situations. Suspensions are system-automated and based on account-specific factors. When a payment is returned or if a customer disputes a charge with their credit card company, service is immediately suspended. As well, if a payment arrangement has been set and payment is not received by the extended due date, the account is automatically suspended and collection efforts are resumed. When service is suspended, outbound calls (with the exception of calls to 911) are routed to customer service to alert the customer of the returned payment or missed payment arrangement. Please know, the *** mandates that all wireless providers must allow calls to 911 even if the account is suspended or has no active service. The only requirement is that the battery has a charge and the phone can be physically powered on. This ensures that regardless of the account status, customers always have access to emergency services. 
  
  When a customer disputes a payment with their financial institution, or a payment is returned, the funds are pulled back from Consumer Cellular and are returned to the customer. While their financial institution returned the funds to the customer, this does not negate the charges owed to Consumer Cellular.
  
  ******* ****** account was suspended on 1/29/25, when the payment of $48.78 was returned by the bank for: Insufficient Funds. Since funds were not collected, the payment was reversed and a $25.00 *** fee was applied to the account. This is done to offset the fee that Consumer Cellular is charged when a payment is returned.  
  
  Per section 6.3 of the Wireless Customer Agreement (WCA): ********************** may interrupt, suspend, cancel or terminate your Services without advance notice. When Ms. ****** payment was returned, the account became past due, and this section of our agreement was exercised.
  
  Our internal policy states that only one returned check fee is eligible to be waived in a 12-month period. When Ms. ****** payment was returned on 11/28/24, we waived the $25.00 *** fee as a courtesy.
  
  As a one-time courtesy, we have stepped outside of our policy and applied a credit of $25.00 to their account to offset the *** fee. Please understand, as we have now waived two *** fees in less than three months, Ms. ***** will be responsible for any fee(s) if any further payments are returned. There are no further credits warranted or authorized on the account at this time. 
  
  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: 02/06/2025

   
  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,
  
  ******* *****