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:02/04/2025

  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.

  For the second month in a row Consumer Cellular has stopped providing the service I have paid for. I am paying for 50G of high speed ***************** and the last two months they have basically stopped service at 30G. My phone shows I have used 30G this billing period, but yet for the second month in a row, they have stopped high speed there and not 50G. I have called meant times and they are refusing to even discuss this. They advertise this, I pay for it, but not receiving the service I paid for. .

  

  Business Response

  Date: 02/05/2025

  February 05,2025
  
  BBB 22900390
  ****** ***** *****1116
   
  
  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 spoke with ****** ***** regarding their concerns about how their data is being recorded; we understand it would be frustrating to see two different data recordings. While usage reporting on a customer's device can give a good idea as to where their usage is at, it's best to use our website/app. Device usage reporting often differs from what our systems report due to how phones gather usage. While our systems delay reporting by up to 48 hours, this helps to ensure the accuracy of the information being reported.
  
  We reviewed ******* account and found zero use during his last two billing cycles; therefore, we applied a total credit of $103.98. This credit will be applied to ******* future 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: 02/05/2025

   
  Complaint: 22900390
  
  I am rejecting this response because: I would like the service that I paid for. Throwing money at this problem doesn't solve this problem. I paid for 50G, for the last two months I've received 30. This to me is consumer fraud. The customer service **** that called me explained that there could be differences in their#'s and what my phone says. I understand that but them asked, 20G difference?? She said no, not that much, but then said there's nothing I can do. Why bother calling me then!????. She credited my account but that doesn't give me the service I paid for. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:02/04/2025

  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 purchased two phones for my elderly parents on 6/3/2024. Although I never received and activated the phones, consumer cellular billed me for service which was never used or activated. They are refusing to give me a full refund. I was billed the following on my debit card. 1) Cost of Phones/Initial Setup $143.10 2) July Charge $44.54 3) Aug Charge $11.18 4) Sept Charge $51.03 5) Oct Charge $51.03 Total Paid $300.88 After multiple interactions and bad experiences with their poor customer service team, they issued a refund for two months of service to my bank account because they confirmed that the phones were never activated. However, they refuse to give me a refund for the phones which I never received and the charge for July and August. **** cannot confirm that the phones were delivered to my address. However, Consumer Cellular refuses to resolve the matter. Unfortunately, due to a medical issue I was dealing with at the time, I did not notice the issue immediately. As a result, Consumer Cellular is stating that I only have 30 days to do a return and it is past the 30 day window so they dont need to refund me for the phones or the service. Theres a couple of issues with this logic. 1) No contract, contract terms, or 30 day return policy was given to me when I made purchase. 2) Never received contract from them at all 3) I am not asking for a return so it should not follow their return policy. I am reporting that items were never received. Failure to receive items is different from a return and should have different policy. They still owe me $143.10 +$44.54 +$11.18 =$198.82 Please have them rectify this matter by giving me a full refund of $198.82 back to my original payment method - debit card. Consumer Cellular claims phones were delivered by **** on 6/3/2024. **** cannot confirm the delivery to my home. Heres **** tracking number. ********************** Thank you,*******

  

  Business Response

  Date: 02/08/2025

  February 8, 2025
  
  BBB 22857099
  ******* ****** (#XXXXX1521)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any frustration the customer has experienced with the billing on their account. 
  
  ******* ****** contacted Consumer Cellular on 5/30/24 and spoke with an agent to sign up for two new lines of service. During the account creation, the customer provided contact information including their email address. They also enrolled in our AutoPay system, meaning monthly service charges are withdrawn on the due date automatically. During the call the customer placed an order for two IRIS Easy Flip devices, and they were sent an order confirmation by email.  On 5/31/24, the customer was sent an email informing them their order had been shipped, along with a tracking number through the ***************************** 
  
  ******* ****** called our *************************** on 1/8/25 to cancel their account, and to report that the devices ordered in May of 2024 were never received. The account was canceled at their request, and the balance due was waived. The customer later contacted us by email, requesting a refund for the phone orders and any service charges processed through *******. Over a total of four invoices, ******* ****** paid $157.69 for service charges. Due to no usage, we have refunded the full amount to the customer. We have reversed the two most recent payments, each of $51.03, withdrawn on 9/15/24 and 10/15/24. The remaining balance of $55.63, for the combined invoice charges that were processed on 7/15/24 and 8/15/24, was issued to the customer in the form of a refund check. We have verified the customers mailing address with them, and the check was sent on 1/17/25. 
  
  We spoke with ******* ****** on 1/9/25 about the equipment order. During this interaction, we explained that because Consumer Cellular was not previously informed that the order was lost in transit, we are unable to process a refund. We also reviewed the order status from **** with the customer at this time, which reflected that the package was delivered to the customers address on 6/3/24. We have forwarded the tracking information to ******* ****** and advised them to follow up with their local ************ as well as any neighbors who may have accepted the package on their behalf. Additionally, the customer mentioned they experienced issues receiving the emails sent by Consumer Cellular. ******* ****** was able to verify that all emails were sent to the correct email address and confirmed that a portion of them were received. We attempted to assist with troubleshooting the customers email to ensure they receive all communications we send. 
  
  By using or paying for our services, ******* ****** agreed to the Terms and Conditions of our Wireless Customer Agreement. Terms for device returns are explained on page one of the agreement. This document is available on our website, and a link to this information is included in the emails Consumer Cellular sends to our customers. To receive a full refund, the device(s) must be returned within 30 days of purchase. Per Consumer Cellular policy, if a device is considered lost or stolen in transit, the customer may be sent a replacement device if the situation meets the requirements. The cost of the order cannot be refunded to the original payment method. We have informed ******* ****** if they are able locate the devices, we can, as a courtesy, extend the return period and process a full refund. 
  
  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:01/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  W/O my authorization to be billed on-line; Consumer Cellular stopped sending me my monthly statements via **** mail so that I am protected under long standing federal mail fraud laws. Current laws make it very difficult to recover any loss from fraudulent email and websites which make it veeeeeeeeery easy to steal out identify. I NEVER opt-in to on-line billing because it is sooooooo easy to fake ******************* WANT TO RECEIVE ALL MY STATEMENTS VIA **** MAIL!!!!!!!!!!!!!

  

  Business Response

  Date: 02/05/2025

  February 5, 2025
  
  BBB File No. 22878660
  ****** ******** (Account No. **********
  
  
  To Whom It May Concern, 
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. ****** ******** established service on 11/12/15, opting to have his monthly invoices sent via ****. As well, his payment preference is set to pay by check or credit card. The account reflects that he has never been enrolled in email billing or *******. Mr. ******** will continue to receive his invoices via the **** and his payment preference will continue to be via check or credit card. We will not make a change to either option, unless we receive a request to do so.
  
  Mr. ******** can manage his account and make changes as needed by signing into his online account 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:01/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ******* ******, and I am a 73-year-old senior living on Social Security. I care for my 36-year-old disabled son, who has Down syndrome. I am writing to file a formal complaint regarding the service I received from your Consumer Celluar as I feel I have been treated unfairly.I purchased a cell phone plan from Consumer Cellular for my son, primarily for emergencies, as he does not use his phone for anything else. I was drawn to your advertisement offering flexible monthly payments with no contract, low prices, and a 100% risk-free guarantee. Given my limited income, I thought this would be a good option. However, my son rarely uses the phone, and due to financial difficulties, I decided to cancel the service.I understood that the service is offered on a month-to-month basis with no contract. I had set up automatic payments directly from my bank account. Unfortunately, a few months ago, my debit card was compromised, and I had to get a new one. Because my son never uses his phone, I decided to delay reactivating the service, thinking I was not obligated to pay as it was a no-contract ******* my surprise, I recently received a large bill from Consumer Cellular. When I called customer service, the representative was extremely rude and unhelpful. She insisted that I had a large payment due, even though I explained the situation and made it clear that my son didnt use the phone. I was left feeling upset and hurt, especially since I am unable to pay for a service my son never used.I would appreciate it if you could review my case and resolve this issue promptly. I trusted Consumer Cellular based on its advertised flexibility, but this experience has been far from the customer service I expected.Thank you for your attention to this matter. I look forward to your response.Sincerely,******* ******

  

  Business Response

  Date: 01/30/2025

  January 30, 2025
  
  BBB #********
  ******* ****** (XXXXX4812)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We understand Ms. ******* frustration regarding their fees, canceled service, and any confusion surrounding our policies and will gladly address their concerns. 
  
  Consumer Cellular bills are in arrears for monthly service and usage after the billing cycle ends. We are not a prepaid provider; service is month to month. Once informed by the customer, cancellation is effective immediately. Unfortunately, the customer did not notify us to cancel, and billing continued until 01/03/25, when we suspended the customer for non-payment.
   
  When an account is closed, there is always a final bill for service through the cancellation date. The $62.67 balance was due for services and usage from 11/09/24 through 01/11/25.
  
  Due to usage, we cannot offer a full refund. However, as they did not use the entire plan purchased, we placed $45.03 credit on the customers account as a courtesy. The final balance is $23.39. 
  
  We recommend contacting customer service and paying this balance as soon as possible to avoid additional late fees and further collections. 
  
  Sincerely,
  
  ******-*** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  
  

• Initial Complaint

  Date:01/23/2025

  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 became a Consumer Cellular customer 3/2023 prior to becoming a member I saw an advertisement on Rossen Report regarding the best discount cellular plans available for seniors. There were other discounts available i felt consumer cellular offered the best for my family. Prior to signing up i called several times to verify the deal and was informed two lines, unlimited talk and text for **** members $55.00 month plus tax and fees.I also purchased two new I phone 14 for myself and husband. I didn't think much of the amount of my bill until i paid them off, I called in questioned why the bill was I spoke with Cyn who stated because i had an additional line? No i replied pulling out my bill to examine it closer I called back spoke with **** this was in November 2024 who stated they never had a special like this until now 2024. I asked to speak with a supervisor and was connected with another **** whom i thought he was a supervisor i was under the impression since that was my request clearly on my bill and statement it shows 2 lines for the **** members after i looked at my bill loser it states 1 additional line $14.25 that would make this three lines which we have never had. I have the original advertisement as well as my statement to proof this claim. They are miss leading people and over charging people. I have a friend who also has the **** senior discount and her bill states the very same plus 1 additional line and they DO have a third ****** using that line. Please help me get ****** and my $14.25 I have been charged for over a year now.thank you for your help and time.******* ****** ****************** 410.402.03581 ****************************************

  

  Business Response

  Date: 01/24/2025

  January 24,2025
  
  BBB 22835767
  ******* ****** *****1699
   
  
  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 ******* Walkers concerns regarding their bill. We have advised ******* that they are not being charged and have not been charged for a third line. The additional line charge that ******* sees is the second line charge broken down on their monthly bill; $10 is listed under discounts as the deduction to make the plan $55. Since ******* has only been charged for two lines since starting service with us, there are no applicable refunds we can apply to the 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 ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 01/24/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

   

• Initial Complaint

  Date:01/23/2025

  Type:Billing 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.

  Entered by BBB staff LO Consumer states the business has been taking money out of her account. For the last 3 months they have been taking $26.25 a month. The consumer states she put a stop payment for Consumer Cellular through the bank 2 years ago. The 2 years was up and they are still charging her $19.19 a month for a phone she does not have. 2 years ago she said she had a phone that she didn't like so she sent it back to the business but they continued to charge her.

  

  Business Response

  Date: 02/05/2025

  February 5, 2025
  
  BBB #********
  ****** **** (#XXXXX0138)
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Upon investigation, we can confirm that ****** ***** line was transferred to another provider as of 2/04/23. Transferring a line to another provider will automatically cancel the account and generate a final invoice. Sadly, the automated feature did not cancel the account, and it remained active, incurring charges.
  
  We want to do the right thing for ****** ****. We are refunding the charges incurred after the port out of their number. The account currently has a credit of $480.82 that needs to go back to the customer. We request that ****** **** contact our customer support at ************** as soon as possible so their mailing address can be verified for the refund check.
  
  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: 02/28/2025

   
  Complaint: 22847620
  
  I am rejecting this response because:
  

  See Attached

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

  

  Business Response

  Date: 03/05/2025

  March 5, 2025
  
  BBB Rebuttal #********
  ****** **** (#XXXXX0138)
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We have refunded the charges incurred after the port out of ****** ***** number. The account had a credit of $480.82 after the charges were reversed. A refund check will be mailed on 3/07/25 to the address provided to BBB.
  
  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 ************
  ********************************************************************
  ******************************
  
  

• Initial Complaint

  Date:01/23/2025

  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.

  16 dec 24 - called tech support approximately 18:00. the *** I spoke to need retraining. I needed to tell him 'shut up' more than once because he talked over me on subjects that were not even the problem. asked for a supervisor then he walked back his attitude but it took more than 1 request for it to occur. problems continue with why I need to put in pw, then answer more security questions THEN mfa code EVERY SINGLE TIME TO SIGN IN. that makes 0 sense. answers of 'that our system' is not good enough. now my pw suddenly fails to work. despite the fact it's saved in a pw mgr, doesn't work. try to use forgotten pw, send to email. I've requested the link a dozen times over the last few weeks, I'm still waiting for it to show up. no it's not in spam, it doesn't work. yet another function the company can not get to work properly. you want a payment? how about not having to hop thru 3906 hoops to get into my account? how about ***s that actually help and not talk over people? how about having the system work properly, not junk and functions that fail? if this is the way the company is going to work, may be time to move to a new company. I have wayyyyyyy more problems here like having functions to continue to work like my pw, international calling. things should just work, not have to argue to get simple things

  

  Business Response

  Date: 01/29/2025

  January 29,2025
  
  BBB 22847535
  ***** ****** *****2550
   
  
  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 spoke with ***** ****** regarding their troubles logging into their online account. We found that Bruces password was no longer valid to log in, so, we assisted ***** with creating a new login password. Additionally, we explained that for security purposes, we no longer send verification codes via email; they are sent via text only.
   
  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:01/22/2025

  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 father, ****** ********, passed away **********. I called them within a few days of his death to close this account. I received a final bill from them issued check # **** in which they cashed. I thought this was the end. Then they proceeded to charge his credit card for the same amount of money. After several phone calls to them with no success, I contacted the credit card company citing fraud. The credit card company removed it from the bill. After filing the complaint, I froze use of the credit card. I continued to receive bills wanting money, charging late fees etc. To me, this is harassment.

  

  Business Response

  Date: 01/23/2025

  January 23,2025
  
  BBB 22843678
  ***** ***********
   
  
  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 ***** Battoclettis concerns regarding their fathers canceled account being billed. ********************** is a postpaid service; we bill for active service until an account is canceled. The canceled account had a final balance of $33.31; however, as a courtesy, we waived the balance. Additionally, we have removed any saved payment methods, and the account will no longer be billed for service.
   
  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: 01/24/2025

   
  Complaint: 22843678
  
  I am rejecting this response because:

  These people are not truthful.  I called several times trying to get this corrected which led me to contact the better business bureau.  I have a right to mourn in peace without all this distress.  Along with my original complaint, I attached a cancelled check proving the bill was paid.  They DID NOT give me anything free.  I have attached what I really wanted to put with my original complaint but the file was too large.  I want acknowledgment that the account is paid and closed.  I no longer want to be harassed about this matter.  I paid the bill marked as FINAL and it was not accepted.
  
  Sincerely,
  
  ***** ***********

• Initial Complaint

  Date:01/20/2025

  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.

  They engaged in fraudulent activities. They were running a TV ad claiming that customers would have unlimited data. When I inquired about using my hotspot, they informed me that I could go over my data limit, but it would just slow down. However, they eventually cut me off from using it altogether. The information I received from the company was misleading, and when I called to express my concerns, they simply told me it was too bad. I mentioned that I was considering leaving their service, and they then charged me a fee for two months.

  

  Business Response

  Date: 01/21/2025

  January 21, 2025
  
  
  BBB #********
  ******* M ***** (#XXXXX7584)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for the frustration the customer experienced. Our ads do offer unlimited data but do not mention any offer for unlimited tethering or hotspot usage. Our Wireless Customer Agreement states that tethering or hotspot usage will be disabled after 50 GB of data have been used. Data used on the cellular device will continue to work, but speeds will be slowed.
  
  The customer was not charged any additional fees for canceling his 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.
  
  The customer was billed $53.25 for the billing period that ran from 10/06/2024 to 11/05/2024, $53.19 for the billing period that ran from 11/06/2024 to 12/05/2024, and $12.68 for the billing period that ran from 12/06/2024 to the date the customer canceled the account on 12/09/2024. The account balance is currently $0.00, and the customer will receive no further invoices from Consumer Cellular.
  
  If the customer would like to restart service with Consumer Cellular, we would be happy to assist with reinstating the account. If the customer would like to do this, 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:01/18/2025

  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.

  Service was suspended for unresolved billing issues. I have had on-going service issues .I spoke with numerous customer service representatives, about the issues .Still remained unresolved ,they are unwilling to resolve my ********* supposedly for charges in 12/25 my service was interrupted.I spoke to **** on 1/18/2025 and he was condesencening, to say the least. He was unwilling to assist or investigate the ongoing ********* a result of your representative ,the name of your company should change from Consumer Cellular. you are not consumer friendly at all.Your representatives are rude ,rude ,rude

  

  Business Response

  Date: 01/28/2025

  January 28, 2025
  
  BBB 22829715
  **** ***** (#XXXXX5667)
  
  
  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 Ms. ***** experienced. We appreciate the shared feedback and are constantly seeking ways to better serve our customers. We have forwarded Ms. ****** concerns to the appropriate department for further review and training.
  
  We had the opportunity to speak with Ms. ***** several times regarding service issues and an issue with voicemail message timestamps showing the incorrect time. Unfortunately, we were unable to resolve her concerns with voicemail successfully. However, the problem does not impact the functionality of voicemail services. 
  
  Regarding the ongoing service issues, we got information from our carrier partner about a service interruption due to maintenance from 1/8/2025 through 1/20/2025. When the next invoice is generated, which covers this timeframe, we will apply a partial credit to the account for at least half of the charge for data services. Ms. ***** reports that there are still occasional data issues, and we have advised her to contact customer support when these issues occur so that we may troubleshoot with her in real-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: 02/05/2025

   on going connection issues, that may be a result of failure or incorrect data issues. I spoke to a representative ,that was working on the issue she was going to follow up, and nothing. I continue to have connection issues, that was supposed an area issue. I would like the issue corrected with my data input please;

  

  Business Response

  Date: 02/17/2025

  February 17, 2025
  
  BBB #********
  **** ***** (#XXXXX5667)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We understand that Ms. ***** continues to experience issues with her service, and we apologize for any trouble this has caused.
  
  The account is suspended due to non-payment, so we cannot troubleshoot it as the services are not working. The current amount due to reinstate services is $42.20. If Ms. ***** experiences service issues after paying to reinstate the service, we encourage her to contact our customer support for troubleshooting. 
  
  As promised in our previous response, we have also provided a credit of half of the data charges for the most recent bill. 
  
  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: 02/18/2025

   
  Complaint: 22829715
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *****