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:01/18/2025

  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.

  The issues began on August 31, 2024, when we first subscribed to their service. We were provided with an ***** and a *** card. We used the eCard to activate our account, and the *** card to activate our phones. My spouse's device was issued by **********************, while mine was from another carrier. For a week away from the house, neither phone had data. We did not notice this because we had internet access at home and were connected to it. When we returned home and called Consumer Cellular, we were informed that they could not warrant any phone from another carrier that was not Consumer Cellular. I informed them that his was, and they then told us that we had given them the wrong *** number. I again informed them that if the *** number had been wrong, we would not have service with them and their number.I was dissatisfied with my previous provider and was seeking a new mobile phone service provider. Consumer Cellular offered a promotion for **** members that allowed me to cancel service within the first 30 days without penalty. When I called to cancel, they offered me 30 days of free service if I remained a customer. I inferred that any company willing to make such an offer must have confidence in its employees and service. If the service turned out to be unsatisfactory, I would not have to pay for it anyway. Therefore, I agreed to remain a customer.I I am filing a complaint against Consumer Cellular (C.C.) for failing to transfer my service on September 30th as agreed. I was originally the only authorized person on the account, and was assured that the service would be transferred on that date. However, the transfer did not take place, and my service was subsequently disconnected on September 12th. For almost three weeks without a phone, I was becoming increasingly frustrated. We decided to use Wi-Fi until we could find a suitable carrier. On October 30th, I contacted C.C. again to request a transfer code.(out of cart.story will continue)

  

  Business Response

  Date: 01/21/2025

  BBB 22828148
  ********* ******* (#*****8864)
  
  
  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 issues when using their data and during troubleshooting. When the customer contacted our customer service department on 09/12/2024 regarding problems with their data connection, the equipment provided was not a Consumer Cellular device; a warranty cannot be carried out on equipment that Consumer Cellular does not own. Later that day, Ms. ******* called and provided us with a device that was registered as an Apple iPhone 11 sold by Consumer Cellular; however, because the order was purchased on 04/30/2020, the equipment was not eligible as only new Consumer Cellular phones come with a one-year warranty for any manufacturer's defects or mechanical failure. Please also note that iPhone warranties are handled directly through Apple.  
  
  Consumer Cellular offers a Risk-Free Guarantee (***) period to try our phones and services; certain member affiliations, like ****, receive extended *** periods. If the customer is not completely satisfied with our service within the first 30 days or 500 MB of data use, whichever comes first, they may cancel, and we will waive any service fees. Because the customer started service on 08/29/2024 and closed their account on 11/15/2024, the *** period was surpassed. 
  
  As Consumer Cellular bills in arrears for monthly services and usage, much like a utility company, there is always a final bill for service through the cancellation date. When the account was closed, a final bill for the monthly services from 10/16/2024 to 11/15/2024 was posted and due on 01/05/2025 for $50.40. On 01/05/2025, the customer contacted us and disputed this payment. As requested, the payment was reversed, and a $5.00 late fee was assessed to the account on 01/18/2025, which brought the total balance owed to $55.40. As there was usage through the date of cancellation, these charges remain valid. Per our Wireless Customer Agreement, Ms. ******* is responsible for paying for service through the date of cancellation.
  
  The customer is welcome to contact our customer service department at ************** or chat with us online to make a payment. Please note that the account will continue to accrue late fees until the balance is paid in full. If Ms. ******* chooses not to pay the balance due, the account will be turned over to a third-party collection agency.
  
  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:01/17/2025

  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 switched cell providers to Consumer Cellular in mid December 2024, and setup an online account. After a few days I attempted to log into the account from work, where there is spotty cell signal. I was unable to receive the 2 factor auth text on more than one attempt because of the lack of signal. When I got home, where there is good signal, I tried to log in and a fraud warning was posted on my account. The account is locked. I contacted Consumer Cellular customer service, and after an hour on the phone with 4 different levels of management, carefully explaining my signal situation, they still refuse to lift the lock on my account. They also refuse to tell me if the missed 2FA attempts while logging in was the cause for the lock or not. I need access to the account. I understand having a robust security system, but I offered to verify my identity in any method of their choice, and they still refuse stating it is company policy. Please help me get access to my account. Thank You

  

  Business Response

  Date: 01/23/2025

  Tell us why here... 
  
  January 23, 2025
  
  BBB 22823602
  ******* ****** (#XXXXX9448)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We have reached out to ******* ****** to discuss their concerns. 
  
  We apologize for any frustration the customer experienced due to their inability to access the online account. Due to security concerns, on 12/20/25 Consumer Cellular proactively blocked access to ******* ******* online account.  This ****** block was enabled to prevent unauthorized access and ensure our customers information is safe. ********************** takes our customers security very seriously, and to eliminate any potential fraudulent account access, our **************** Representatives and Supervisors do not have the ability to remove this block. 
  
  At the customers request, we were able to remove the online account block. We have added additional security to each service line, and reviewed self-protection measures with the customer.  ******* ****** has advised that they fully understand the potential risks, and requests Consumer Cellular immediately block online access should any future security concerns arise.
  
  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: 01/23/2025

   
  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. ******* P was very gracious and understanding of my concerns. All is resolved and thank you BBB for assisting in this very rapid resolution. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:01/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I need your help a significant issue I believe this straight talk wireless and ******* wireless is trying to scam me for much more money and tell me I'm owed $290.40 I should only $40 for my next upcoming bill first week of February I paid $100 total last month $40 for my service with straight talk wireless and $60 with straight talk wireless for free international phone call minutes unlimited minutes on them to data unlimited text messages I only need to ****************** but $60 was worth it I paid $100 total I must have called $250 or more times over the last 2 weeks couldn't even connect with one phone call didn't work one B one one way said add minutes I already paid $60 extra for $40 bill which was supposed to be $100 total which I paid I can prove it with my state checking account statements if I need to please help me thanks for looking out ******* ******* *************

  

  Business Response

  Date: 01/19/2025

  BBB 22815585
  ******* *******
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Upon reviewing the details of the complaint, it appears that it is for a different service provider or company. We encourage the customer to reach out to the actual parties involved.
  
  Please do not hesitate to let us know if we can be of additional assistance.
  
  Sincerely,
  
  ***** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

• Initial Complaint

  Date:01/14/2025

  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 a discount if you join ****. They have been contacting us to renew as our **** membership will expire 1/31/25. Yesterday, 1/13/25, they phoned both ******* husband to say there was suspicious activity on the account with someone requesting a SIM card but there wasn't anything noted on our account when we contacted them back directly nor through the on-line chat. This was not a call through a scam line, it was directly from them. When we spoke with the ***** they were not concerned, would not report the calls (they phoned 4 times) and also brought up renewing the **** membership. I did find information online that others have this problem and reported to the BBB and FTC. It indicated Consumer Cellular does this heavy handed renewal approach to keep the relationship with **** due to the high customer service ratings they get through ** ******, etc. I would like a response from the company and for them to discontinue this activity.

  

  Business Response

  Date: 01/21/2025

  
  
               
  January 21, 2025
  
  BBB 22809336
  ****** ****** (******1676)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. After reviewing the account and determining no calls were made from within the company, the customer is likely experiencing spoofing. What this means is that someone is using a business number, Consumer Cellular in this case, like a mask and placing calls on our behalf to obtain customers personal information. This is a common tactic used by scammers, but thankfully is easily avoidable. If someone suspects the call is coming from a spoofed number, hang up, and then call the number from the caller ID. Ask whether or not the original call was legitimately from this source. Tell the caller you will call them back. Then, call the place for which they claim to represent and determine the legitimacy of their call. We recommend that you do not give out personal information unless you yourself originated the call. 
   
  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: 01/21/2025

   
  Complaint: 22809336
  
  I am rejecting this response because:

  ****** telephoned me and left a message. He works Sunday through Wednesday and waited until Wednesday of last week to call me. I phoned him back when he was off on Thursday, which is how I found out his schedule. He never called me again. Also, he did not read the complaint thoroughly because if he had he would realize that what he recommends as a way to handle spoofing is exactly what I did which is how I found out. It was Consumer Cellular who phoned me. I am not a senile, elderly person. I am an intelligent consumer, and it was them, phoning me in a heavy handed approach to simply renew my **** membership. This complaint should be handled by somebody of a higher level who would spend more care and concern to investigate the matter. And phone me back with a proper resolution.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:01/14/2025

  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.

  This letter is to formally file a complaint with the Better Business Bureau (BBB) regarding an unresolved issue with the return of an iPhone 14 purchased from Consumer Cellular (CC) in December 2024, purchased as a Christmas gift for my wife. My wife decided to keep her current phone so I contacted CC and started the return process.On January 3, 2025, I returned the new and unused iPhone 14 to Consumer Cellular via **** as instructed using a shipping label emailed to me from CC, **** #**********************. The package was shipped from the **************** post office on January 3, 2025, at 1:06 pm. I received a **** confirmation that the package was delivered to the Consumer Cellular facility in ********, ****** on January 11 at 9:41 am. I received an email on January 14 stating that ** had not received the package. I contacted Consumer Cellular on January 14, 2025, and spoke with ********, a customer service representative who informed me that it could take a couple of weeks to confirm receipt of the returned item from CC. This situation is unacceptable for several reasons:1.Consumer Cellular has physical possession of the device, as confirmed by **** tracking 2.Their threatening email was sent after confirmed delivery to their facility 3.Their stated processing time of "a couple of weeks" is unreasonable given modern inventory systems I request that Consumer Cellular:1.Immediately acknowledge receipt of the returned iPhone 2.Provide written confirmation that no charges will be applied to my account *********** a more efficient system for processing and confirming returns I look forward to your assistance in resolving this matter.

  

  Business Response

  Date: 01/14/2025

  January 14, 2025
  
  BBB - 22809053
  **** ******** (#XXXXX2576)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for the frustration caused by the return processing timeframe. We spoke to Mr. ******** on the phone to discuss his concerns. 
  
  When Mr. ******** talked to customer service about his return, we explained that it could take up to 10 business days for the return to be processed. Most returns are processed sooner, and that was the case with Mr. ********* When we spoke to Mr. ******** on the 14th, we informed him that the return was complete and that he should expect a refund of $99.78 issued to the card used for the purchase. Mr. ******** received this well and expressed satisfaction.
  
  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:01/13/2025

  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.

  Have a insurance plan on my phone. A20s phone went bad. Contacted consumer cellular, and they sent me another phone (A03s), which turned out to have problems. Contacted consumer cellular about the problem. They referred me to ******** who handles their phone insurance ************** referred me back to consumer cellular who sent me the new defective phone. They stated that they would not replace the defective phone, but i could buy a new one. There is a problem with consumer cellular that they do not care about a dissatisfied customer with one of their phones. I would note that i will do all in my power to let everyone i come in contact with know that it is useless to pay for insurance on their phones, because consumer cellular does not honor it. Frustrating.

  

  Business Response

  Date: 01/22/2025

  January 22, 2025
  
  BBB #********
  ******** ****** (#XXXXX2150)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We spoke with the customer on 1/14 and 1/15. We apologize for the issues the customer has been experiencing with his replacement device. ********************** offers a 30-day warranty on replacement devices. In order to process a warranty for a device, we must complete specific troubleshooting to attempt to resolve the issue. 
  
  When we spoke with ********, he stated that the phone had been having an issue with dropped calls. We found that the device was utilizing Wi-Fi calling while at home. Since the customer has good signal at home, we recommended disabling the Wi-Fi calling since it isnt necessary unless the device does not have sufficient signal to make the call. The customer confirmed that this has resolved the issue with dropped calls.
  
  The customer stated the other issue was that the device touchscreen does not always respond correctly. Regrettably, since we were not able to speak to the customer from another device, we were not able to complete the troubleshooting necessary to resolve the issue or offer a replacement device. If the customer would like to continue with the troubleshooting steps and potentially get the device replaced or the issue resolved, he will need to contact our customer service department from another device. They can be reached 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:01/13/2025

  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.

  very unhappy with the billing charges for cell phone service, over charges for basic phone. we signed up for the basic plan, starting with 2 phones, after time we felt we were getting overcharged for many months. I called to complain and got a little help a couple of times. more billing issues ,called again, customer service not helpful, last time I called I was hung up on after being told I would be transferred. I would like a fair review of our account and appreciate a reasonable final bill, then I will consider paying the bill. I have been slow paying this bill because I get very upset and stressed having to call multiple times... thank you.

  

  Business Response

  Date: 01/13/2025

  January 13, 2025
  
  BBB #********
  ****** ***** (#XXXXX3602)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We are very sorry to hear of Ms. ***** frustration regarding service and fees and for any inconvenience.
  
  Customers can make changes to their accounts without contacting customer service by logging into their online account. Our records show that on 7/16/24, the customer increased data on our website from Unlimited talk/text and 1GB for $40 plus tax monthly to Unlimited talk/text and 10 GB for $55.00 plus tax. The customer canceled the line on 10/21/24 and remained on 10 GB of data until they canceled service on 12/10/24. 
  
  Consumer Cellular is not a prepaid service. We bill in arrears for service and usage. The outstanding balance of $107.52 covers service from 09/25/24 to 12/10/24 until the cancellation date.
  
  Due to usage, we were not able to offer full credit. However, as a courtesy and based on minimal use, Consumer Cellular placed a $33.01 credit on the customers account. The final balance is $74.51, which includes service up to 12/10/2024, the cancellation date.
  
  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: 01/17/2025

   
  Complaint: 22804594
  
  I am rejecting this response because:
  we have been overcharged for many months or even years, not a good offer at all, 

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

• Initial Complaint

  Date:01/11/2025

  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.

  Being billed for a cancelled service they claim was not canceled even though on their own tape of conversion they hear where I ask to cancel the service due to over pricing and going to another carrier . They said because a number was being ported I was suppose to call back ( no numbers were ported ) and cancel later But that is not at all what the agent stated on the recording Now they are trying to bill me for services I never received and in fact should have refunded me for a prior month I already paid for without their service. Now they want me to pay another month without their service. ( Not going to pay , It is not owed )

  

  Business Response

  Date: 01/12/2025

  January 12, 2025
  
  BBB 22799758
  ***** ******** (#XXXXX1159)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any confusion regarding the closure of Mr. ******** account. 
  
  On 12/13/2024, Mr. ******** contacted Consumer Cellular to cancel the account. The representative he spoke with provided the information necessary to transfer his phone numbers to a new service provider. We are sorry if there was a misunderstanding regarding Mr. ******** intent to cancel instead of transferring phone numbers to a different provider. The account remained active until the cancelation date of 1/11/2025 and no number transfer was attempted. 
  
  While the account charges would typically be valid, we have cleared the remaining balance on the account in full as a courtesy. Nothing further is owed to Consumer Cellular.
  
  Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance. 
  
  Sincerely,
  
  ******** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  
  

  Customer Answer

  Date: 01/12/2025

   
  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 and a correct one they knew all along by their own recorded tape conversation that showed I asked to cancel twice and the representative failed to do it . 
  
  Sincerely,
  
  ***** ********

  Customer Answer

  Date: 01/22/2025

  After addressing above complaint and business agreeing to resolve

  they have now sent yet another bill claiming I owe them again
  
  

  They agreed by saying in the resolve ;" we have cleared the balance on the account
  in full and Nothing further is owed"
  
  as I did not owe it anyway
  
  I sent the info to my local WV BBB as well
  not sure which BBB you are at
  But I want this company to stop contacting me and stop
  sending me billing invoices I do not owe
  
  In fact in reality they owe me for December because I paid them
  and I did not even have their service any longer
  But I do not expect a refund, I just wnat them to stop sending billing invoices
  not owed
  
  Thank you for your attention in this matter
  
  ***** ********
  

  

  Business Response

  Date: 02/05/2025

  February 5, 2025
  
  
  BBB #********
  ***** ******** (#XXXXX1159)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any alarm this error may have caused.
  
  Consumer Cellular bills in arrears for monthly services and usage,much like a utility company. When an account is closed, there is always a final bill for service through the cancellation date. The bill paid on December 10 was for services received from 11/7/2024 to 12/6/2024.
  
  As the account was closed on 1/11/2025, a final bill was generated on 1/14/2025, which was not immediately noticed. The billed period was from 1/7/2024 to the account closure date of 1/11/2025. We are very sorry that this occurred. The $16.21 billed in error has been waived, and no other bills will be generated due to the account being closed.
  
  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

   
  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:01/10/2025

  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.

  Back in June ****** I purchased a Consumer Cellular phone because of the advertisement of no contracts. I purchased my phone and plan at my local Target retailer in ******** CA. I paid amount in full. I shortly thereafter ended up quite ill and did not fully set up my phone I did not and have not used it, No calls made no minutes used. On October 30th2024 I contacted Consumer Cellular customer service to cancel my service I was quoted by cc representee the total amount I needed to pay and close account would be $113.57 and that would bring account to zero and close it out. I paid the full amount using my debt card and I requested a confirmation# which is #****** the phone# assigned to me at purchase was ************. On Jan 4th, 2025, I received a notice that I have a balance of ***** I contacted cc customer service and explained I cancelled my service. I spoke with three different representatives until I was finally transferred to a floor supervisor who explain it has to do with a billing cycle, and that I now owe $52.00 well that's not what was explained to me when I closed out my account. I never even used the service and being promised my account was paid in full! I do not and should not be expected to pay this error that they made. Now I have received a letter of collection delinquent and email from cc that my autopay monthly payment is coming up! I want them to remove me from cc as their customer I never ever want to do business with this company ever again! And I do not and will not pay any amount they claim I owe! I don't owe them a dime. I feel this company is ****** and Dimming customers making it difficult to cancel and stop service with cc.consumer cellular. Please assist me in this matter. Thank you!

  

  Business Response

  Date: 01/10/2025

  January 10,2025
  
  BBB 22792687
  ********* ***** *****9954
   
  
  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 ********* Ochoas concerns regarding having paid for service they were unable to use. Consumer Cellular is a postpaid service; we provide active service and do not bill you for the service used until the following month, like a power bill. Service will continue to be billed until an account is officially canceled by request. However, as a courtesy, since ********* had not fully utilized the service, we voided the $113.57 payment made on 1/10/2025; ********* should see the funds applied to their original form of payment within the next 7 business days.
  
  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: 01/10/2025

   
  Complaint: 22792687
  
  I am rejecting this response because:
  #1. I cancelled the service on 10/30/2024. #2. I paid $113.57 on 10/30/2024 not on 1/10/2025 !  #3. I specifically ask to be removed from the data base. I do not want any further contact or attempt made by this company to take any more money from me. #4. Remove collection delinquent negative activity immediately that they imposed on me. #5. Mail me a check to my address they have on file/system. Thank you.
  Sincerely,
  
  ********* *****

  

  Business Response

  Date: 01/21/2025

  January 21,2025
  
  BBB Rebuttal 22792687
  ********* ***** *****9954
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.
  
  We apologize for any confusion caused. The $113.57 ********* ***** paid on 10/30/2024 was reversed on 1/10/2025; the funds should have reversed back onto the original form of payment. ********* Ochoas canceled Consumer Cellular account is in good-standing and there are no collection notices on the account.The account balance is $0, and no further invoices will be sent to ********* *****.
   
  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: 01/21/2025

   
  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:01/09/2025

  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 have tried to change my phone service from Consumer Cellular (CC) to *********** since 12/31/2024. There was a problem which required me to email information to billing. Billing emailed me a ticket ID number. Since then I have called CC many times to get the ticket status, getting no help. Yesterday the *** I was speaking with (****) finally contacted a supervisor in billing after I insisted ***eatedly. He did not let me talk to the supervisor. **** told me the supervisor said he would call me back when the problem was fixed rather than have ********* on hold while he fixed it. No one called me ********** I am on the phone with CC yet again, being told by another *** that I have to wait ***** hrs from yesterday to have someone call me back. He says my account notes say exactly that.I asked for a supervisor. The *** instead asked for more information, saying supervisors are not available. This protocol used by customer service ***s in every other company I deal with. They mis***resent conversations & do everything they can to keep customers from speaking with supervisors. Then the supervisors are equally unhelpful.I finally got the *** to get a supervisor, ****, who told me the notes from my call yesterday say a supervisor was not available, & a supervisor would contact me in ***** business hours. She said there was nothing CC could do about the problem. Which, as I related above, is not what **** said to me & which someone could have figured that out 9 days ago.After much difficulty, ******** found a solution. I was the one who had to think outside the box for ******* touts its service in its ads, particularly service to seniors. But I get poor service from the ***s who talk to me, who only follow scripts, dont think outside the box, wont get me a supervisor, who only tell me theres nothing they can do & I have to wait the prescribed amount of time. Then, what I am being told by *** ***s evidently bears little resemblance to the notes they write.

  

  Business Response

  Date: 01/16/2025

  January 15,2025
  
  BBB ********
  ***** ******* *****2999
   
  
  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 ***** ******* would like to unlock their Consumer Cellular device. We explained to ***** that any Consumer Cellular phone would need to be active with Consumer Cellular service for at least 30 days for the device to be eligible to be unlocked. This is detailed in our Device Agreement online. If the device remains active on ****** account for 30 days, we can unlock the phone on February 8th, 2025.
   
  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: 01/20/2025

   
  Complaint: 22790434
  
  I am rejecting this response because:
  On the one hand Consumer Cellular advertises they are particularly sensitive to senior customers and want us to have good customer service.
  On the other hand, when their poor, inaccurate, unhelpful, sometimes rude customer service resulted in an unnecessarily lengthy path to resolution, they have felt no responsibility for the problem. If Consumer Cellular had taken the time to completely understand the problem Dec 31, steps could have been taken at that time which would not have left me without phone service for a week.
  I am fully aware of the contractual stipulation of 30 days. However,
  1) if the problem had been identified timely I would be able to unlock my phone sooner, but more importantly
  2) It is always possible for a company to take steps outside the terms of a contract to resolve problems. It is unfortunate that Consumer Cellular does not wish to consider the ethical responsibility they should have toward others in general, let alone toward customers, and has decided to adhere to the most narrow technical responsibility they can in order to benefit financially.
  It is absolutely within the realm of possibility for Consumer Cellular to unlock my phone immediately. It is merely their corporate culture which prevents this, not a contractual obligation. Consumer Cellular has shown their true colors to me, not the colors they advertise.
  Sincerely,
  
  ***** *******