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:01/09/2025

  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.

  I went out on a limb to get services with consumer cellular against my better judgment i should of known they was full of c*** after a person open a account in my name and they gave me the run around until finally they refunded me fast forward to nov-dec I was in need a services to have for a back up phone I had everything was good up until I made a payment in January for the services I received a disconnect email saying that my account would be disconnected because I did it from my end which is false than get on the phone first ******** service **** couldn't help had to call back in the morning second **** told me we'll yeah it because we couldn't offer services to you anymore got annoyed when I asked for a supervisor and let just say he took the cake well even though you asking for a refund I can not give it to you because we did what we needed to and we have the right to cancel any services even after telling me I wasn't able to get services but since in they system it showed I had it they had the right to canceled even after taken my money that is not fair. I asked them to refund cause they knew before hand they couldn't give me services and still took my money instead of calling and telling me we can not do business with you. This is unacceptable and I will not be recommended them to anyone in my family. The way they do business is unacceptable and beyond a fraud company and when they do give you a number it's one that someone already had and multiple call and text looking for the previous owner

  

  Business Response

  Date: 01/17/2025

  January 17, 2025
  
  
  BBB File No. 22790033
  ******* ********** (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;service is month to month. When an account is closed, there is always a final bill for service through the cancellation date.
  
  On 2/25/24, account ending in *1838 was opened in ******* Washingtons name. The account was cancelled on 8/26/24, when the customer reported the account was fraudulently set up and used in their name. While the service was paid using their credit card on file, as a one-time courtesy, we issued a refund of $217.23 for the invoices paid.
  
  On 11/05/24 , ******* ********** established service with a new account ending in *9141. The accounts were linked due to the same home phone number being listed on the previously cancelled ********** well, the **** of the ********* Galaxy S23 Ultra that was used on the previously cancelled account, was provided as the active device being used on the new account. This information triggered an internal flag for review by our billing department and the account was cancelled due to fraud on 1/08/25.
  
  Upon reviewing calls from the original account and the new account, we were able to determine that the voices on those calls do match.
  
  On 1/09/25, ******* ********** spoke with a supervisor in our ****************** who explained we would not be issuing a refund for the payment made on 1/07/25, as the payment was for the service dates of 11/05/24 12/03/24.The customer has been advised that we are unable to offer services to them. We understand this is not the answer the customer was seeking, however, the answer remains the same.
  
  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: 01/18/2025

   
  Complaint: 22790033
  
  I am rejecting this response because: the phone that I was coming to consumer with was a s22 ultra ******* galaxy paid for not a s23. I don't like how they keep saying s23. So therefore a refund she be initiated and I will be making a police report and fraud complaint 

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

• Initial Complaint

  Date:01/08/2025

  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.

  We have been customers with ********************** for a long time. This past week our cell phone have not been working texting unable and voice mail, speaker on one phone mute issues. Called spent hours on the phone without any help still issues with no voice mail and the phone would not except texting or receive texting. My son uses the phone for his work and his manager was texting him and of course he got an issue nd it was just a horrible time. Consumer cellular did nothing. We ended up going with another carrier with new phones I wanted my number portal over they could not do that and that left me with a new phone without usage and no voice mail had to call them again and they had to call our new carrier to fix this mess. No one should have to go thru something like this and with the wild fires close by our electric and landline was out and we had no phones until I went 25 miles to pick up the new ones 1-7-2025.

  

  Business Response

  Date: 01/16/2025

  January 16, 2025
  
  BBB File No. 22786922
  ***** ****** (Account No. **********
  
  
  To Whom It May Concern, 
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Consumer Cellular takes the security of our customers information very seriously. In order to port-out a phone number from Consumer Cellular to another service provider, the new service provider will need to submit an electronic port out request with the following information from their Consumer Cellular account: Account holder name, Account number, Billing Zip code and matching **** (Secure Port Out PIN). As well, the line must remain active throughout the porting process. 
  
  Consumer Cellular releases or denies the port-out of numbers based on matching information. We do this to maintain account security. These steps are not only mandated, but are in place to ensure our customers remain in possession of their number and that the number is being ported with their knowledge and permission.
  
  Once received, if the information matches with their Consumer Cellular account, the port-out will be confirmed and the number released. At that time, the line will automatically be cancelled with Consumer Cellular.
  
  ***** ****** contacted customer service on 1/07/25 for assistance with their voicemail and texting. After the representative reset the voicemail, Ms. ****** declined to continue troubleshooting and disconnected the call. 
  
  The **** was sent to the customers phone via SMS on 1/07/25, however, the port-out request was denied as the **** was incorrect. The account was cancelled on 1/07/25, per the customers request. On 1/08/25, per the customers request, the account was briefly reinstated as the customer wanted to port out. The account was then immediately cancelled when her number transferred to her new service provider on 1/08/25. As a courtesy, we have waived the final invoice and the account is now paid in full. 
  
  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:01/08/2025

  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.

  Tried to cancel my cellular bill and we even contested through our card. When we called them, they were giving us a run around and wanted to keep charging us. That&#**;s what caused us to contest them. Months later, the card has been charged again. I called them and they and they directed me to another number, and when I called them I could barely hear them. The bill had been canceled for about half a year and they ask for security numbers and other information to which I do not have it. They say its locked up and cannot access the information, and they say they send us message on the cell, but we do not get any of the messages.

  

  Business Response

  Date: 01/21/2025

  
  
                 
  January 21, 2025
  
  BBB 22783962
  *** ********(*****9252)
   
  
  Dear BBB,
   
  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; 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. A review of the account shows valid usage and as such, all charges are 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 ************
  ********************************************************************
  ******************************
  

• Initial Complaint

  Date:01/06/2025

  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 have been a customer of ********************** (CC) since 2014 but CC is knowingly selling recycled, used cell phones as new where customers opt for payment plans to pay off the purchase. I purchased another cell phone from CC around or about August 2022. I only use cell phones for emergencies and lately to receive security codes from ******* where the phone is tucked away in my purse at all times. Yesterday, 1/5/2024, I noticed an opening on the crease on the back of the phone and glue that no longer held the phone together. This a.m., 1/6/2024, I called CC and right away was met with hostility from the phone *** (pull the recording) and accused me, the customer, with tampering with the phone. Then she proceeded to state that there was no record of the purchase. ******, I explained that I had no energy to be going back and forth responding to her snotty attitude and hung up. I called back and spoke with another phone *** ** same attitude ** did not ask for my name just started talking. I explained to her the situation with the "cheap" phone and requested a ***lacement. The phone *** then checked the record and stated "mam you bought the phone back in 2022." I immediately stated "so," and she suggested I purchase another phone because CC will not ***lace it even though it is definitely recycled or refurbished because I can see glue in the seam that has worn off. Horrible experience from a company I have been doing business with since 2014.

  

  Business Response

  Date: 01/08/2025

  January 8, 2025
  
  BBB #********
  ******* ***** (#XXXXX6149)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We were unable to speak with the customer. We apologize for the issues the customer has been experiencing with their device and our customer service. We value our customers and want them to have the best experience with our customer service and products. We are sorry to hear this is not what ******* experienced. We do appreciate the feedback shared and are constantly looking for ways to better serve our customers. We have forwarded Barbaras concern with customer service to the appropriate department for further review and training.
  
  Consumer Cellular offers new devices, and our Certified Risk-Free Returned devices. We sell our Certified Risk-Free Returned devices at a lower cost, and customers are informed that these devices were returned to Consumer Cellular within 14 days of the original purchase and found to have no damage. Consumer Cellular does not repair or refurbish devices, and we do not sell recycled devices. 
  
  Please note that the way smartphones are manufactured, adhesives or glue are used to hold the device components together, which is what the customer is seeing. The issue the customer is experiencing may be a result of the device's age, as the adhesives used to hold devices together can degrade over time and could also be caused by a swelling battery. If the battery is beginning to swell on the phone, we recommend disposing of the phone carefully, as this could pose a safety risk. Unfortunately, this can happen with aging, degrading, and/or damaged lithium-ion batteries. 
  
  ******* purchased a ********************* on 05/31/2022. This was a new device and not a Certified Risk-Free Returned device. As the device is outside of the one-year warranty period and has visible damage with the back separating from the phone, the customer was advised that we were unable to replace it. 
  
  As we strive to satisfy our customers, ********************** is willing to step outside of the warranty process policy and grant the customer a courtesy replacement for a new condition ******** ************ This is a one-time exception in an attempt to resolve this issue to our customer's satisfaction. The customer must contact our customer service department to confirm the shipping address before the order can be placed. 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 ************
  ********************************************************************
  ******************************
  
  

  Customer Answer

  Date: 01/08/2025

   
  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.  For the record, show respect by addressing me as Dr. ****** and I knew I was not crazy as the phone **** lead me to believe. ******* response correctly describes what I experienced -- the glue and bulging in the middle.
  
  Sincerely,
  
  ******* ***** ***

• Initial Complaint

  Date:01/04/2025

  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 attempted to switch my phone number to consumer Cellular, Once supplied all of my information and requested that the phone number that I had be transferred over I never heard back from this company. Now today I received a bill although I have no service with this company, They have zero usage from me because I don't have service.I would have loved to keep my old phone number but Consumer Cellular dropped the ball with the transfer and never got back to me with alternatives. So Im being billed by this company who never provided me with the service. How is that legal.

  

  Business Response

  Date: 01/05/2025

  BBB 22768686
  ****** ******* (#*****0020)
  
  
  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 experience when transferring their phone number to Consumer Cellular and for the frustration caused by their bill. Consumer Cellular bills in arrears for monthly services and usage, much like a utility company. An account will remain active until we receive a request to cancel service or until the phone number ports out to another provider. 
  
  We spoke with Ms. ******* and explained that she opened her account through our public website on 12/02/2024 and contacted us by phone on 12/03/2024 to begin their number transfer process. On 12/04/2024, a member from our porting department attempted to contact her but could not get in touch. The number transfer could not be completed due to more than one request being made with more than one company. To successfully transfer the phone number, she had to contact the other service provider(s) and request that they cancel the transfers before re-attempting through Consumer Cellular. Regrettably, we did not hear from Ms. ******* following this attempted communication. 
  
  Ms. ******* requested that we close her account and clear any charges accrued as she did not use the service. We explained that zero usage does not indicate to our system that credit is due for non-use; we recognize that she had no usage since starting the account. As a result, we cleared the prorated account charges of $29.19 for the billing cycle from 12/01/2024 to 12/31/2024, which brought the account balance to $0. Following our conversation, her account was closed on 01/05/2025, and a written communication was supplied explaining this as requested. No additional service charges will accrue.  
  
  Should Ms. ******* ever wish to return to Consumer Cellular, we would love to have her back. She is welcome to contact our customer service department at ************** or chat with us online 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:01/04/2025

  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.

  We need help with a business that wont let us cancel or activate a phone because we can't remember our PIN number. We are paying customers and have been for over 7 years. I am elderly and only have a phone at home, now nothing. It's been 4 days and my children have been fighting to get through to Consumer Cellular in order to activate my new iPhone and sim. I cannot cancel contract or get phone activated. How else can I stop paying or transfer my number to another service. We done every thing a supervisor advised us to do and no one will respond. They are open all day 7 days a week and is a very dangerous matter. Please help BBB or well be going to the police and will let them know everything including asking fore you to help. Thank you. My cell phone number is **********, but my service is off and only use my children's. **********.

  Customer Answer

  Date: 01/10/2025

  Hello,

    We are getting desperate about the phone company keeping me from using or canceling my service.  I need you to help them allow me to leave their service that ive been in for 10 years.  It isnt right that they will not let me cancel.   ***** im 71 yo and alone with no phone right now.   Only have my son to write these emails.  Cant even call for me because he cannot add me to a call because my service is off.  

  Joanne 

  

  Business Response

  Date: 01/14/2025

  January 14, 2025
  
  
  BBB File No. 22768594
  ****** **** (Account No. **********
  
  
  To Whom It May Concern,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Consumer Cellular takes the security of our customers very seriously. Per our policy, and to comply with *** guidelines,before a customer has access to an account, they are required to provide the security PIN for the account. This is done to ensure that only the customer or secondary user (if applicable) can access their account, make changes to their plans or purchase equipment.
  
  If a customer cannot remember their security passcode, they must send a copy of the front and back of their photo ID along with a picture of themself holding their photo ID via email to ********************************************************************************************* or via fax to ************. Once we have received the copies of the photo ID,it can take 72 hours .for review.
  
  Our billing department received the required paperwork on 1/05/25 and ****** ***** security PIN was successfully reset when we spoke with her on 1/09/25.
  
  We now require a One-Time Passcode (***) to be sent via SMS to the customers cellphone prior to activating new equipment. This is to protect our customers and to ensure that only authorized users can activate new ************ removing the option to send the *** via email, we have seen a drastic reduction in SIM swap fraud and attempted fraudulent account takeovers.
  
  As Ms. ***** iPhone SE was unable to receive SMS, a supervisor overrode the *** and successfully activated a new SIM card on 1/09/25. Once Ms.***** current billing cycle ends on 1/26/25, we will apply a credit for no usage from 12/30/24 1/09/
  
  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:01/02/2025

  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.

  This company was unable to activate a new phone to the line for my disabled dad. So I asked on 10/17/2024 for them to disconnect his service because I was adding him to my current plan. Now months later they are still billing him and threatening delinquency. I called in today 12/31/2024 and they finally disconnected the service but told me I am still responsible for their mistake by not disconnecting when I asked. I feel this is unfair business practice and would like them investigated

  

  Business Response

  Date: 01/15/2025

  BBB 22751520
  ***** ****** (#*****4948)
  
  
  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 experience activating equipment for their father and the inconvenience about their bill. Consumer Cellular bills in arrears for monthly services and usage, much like a utility company. We are not a prepaid provider; service is month to month. An account will remain active until we receive a request to cancel service or until the phone number ports out to another provider. When an account is closed, there is always a final bill for service through the cancellation date. 
  
  Ms. ****** spoke with our customer service on 10/17/2024 for assistance with activating their fathers phone. The phone being activated requires an electronic SIM card (eSIM), which also requires WiFi to install it. Because **** was not accessible, the customer mentioned that they would have their father put on their other service providers plan. It was not mentioned to cancel the account, so it remained active and continued to be billed monthly. 
  
  When Ms. ****** contacted us on 12/31/2024, the account was closed by request; however, account credits were denied due to active usage that was reported for the billing cycles from 09/09/2024 to 10/08/2024, due on 10/28/2024 for $27.72, and from 10/09/2024 to 11/08/2024, due on 11/28/2024 for $27.72. Later, a final bill of $29.24 was posted to the account after cancelation; this bill also included a late fee of $5.00, which brought the total balance to $84.68. However, because Ms. ****** mentioned going to a different service provider on 10/17/2024, we have cleared the balance of $84.68 as a courtesy, which brought it to $0. The customer will not receive further collection attempts regarding this balance.
  
  Should Ms. ****** wish to return to Consumer Cellular, we would love to have her back. She is welcome to contact our customer service department at ************** or chat with us online for assistance.
  
  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: 01/15/2025

   
  Complaint: 22751520
  
  I am rejecting this response because:

  When they were unable to connect his new phone and they requested I leave his home and go to ********* to use their free wifi at which point I said that was not an option and that I would add him to my phone plan and to cancel the consumer cellular line. What sense does it make that I would want to keep that line without a phone connected.  I am not responsible for additional billing.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:12/31/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When attempting to pay my bill with consumer cellular - I get a message that web services has been shut down. I got an email reminder to pay my bill due 12/28 - tried to used the *** inside and same thing - no web services. calling customer service I learn my account has been flagged due to my email address being suspicious. i've been with consumer cellular since 2018 and changed my password had no issue. Was advised an email was sent on 12/22 advising of my account being locked down. checked emails and spam never got an email and they cannot resend it. My web services are locked down for ***************************************************************************************** payment - this company is negligent at best. to say they are protecting me - and encourages me to change passwords on social media. which I do not use social media and they also referred to retirement - I have no retirement. all of which should be my business and not Consumer cellular. They are rated with awards but for some, like me, they are bullies and force you to use their systems of business without proof or supporting details. I have no clue how they got a policy to pass that would intrude upon my way of doing business with this company. shame on consumer cellular - I work in Information Technology and without supporting details of facts the policy is flawed and should be re-reviewed and my account with them should be unblocked.

  

  Business Response

  Date: 01/03/2025

  January 3, 2025
  
  BBB File No. 22752957
  ***** ******** (Account No. **********
  
  
  To Whom It May Concern, 
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Consumer Cellular takes the security of our customers account and personal information very seriously. After reviewing the account, we see that someone accessed the online account on 12/19/24 and reset the online account password. 
  
  In order to secure the account, the online account was immediately blocked. Its important to note that the bad actor(s) had online account login and password information from another source to gain access to the online Consumer Cellular account in the first place. This often happens when an individuals personal information has been compromised in another way, such as some other unrelated data incident that gives the bad actors access to an individuals login and password credentials, the effect of which is compounded because individuals often use the same credentials across multiple accounts.
   
  When we spoke with ***** ********, we advised they should take the following steps to protect their personal information: 
  
  1. Changing passwords to all accounts, especially email, banking, social media, etc. 
  2. Contact all three credit bureaus to set a fraud alert 
  3. Contact your financial institutions, including retirement accounts to alert them of possible ID theft or fraud 
  4. Report the fraud to your local authorities and online to the *** at  *******************************;
  
  While the block to online account access is normally left in a place for 90 days, per the customers request (and against our recommendation), we removed the block on 1/01/25 and Ms. ******** immediately reset the password. The customer is aware of the potential risk for attempted unauthorized account access by removing the block.
  
  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:12/30/2024

  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 automatic upgrade for their phone plans, they have now made it where you can turn off the automatic upgrade. I turned the automatic upgrade off on my account so I would not have to worry about going over on my data usage and getting changed more. As a consequence they shut my data off at 75% of what my plan includes.I also am supposed to be able to use my phone as a hotspot, but they keep turning this feature off.I have called them many times trying to resolve this and they tell me that they turned my data off because I have used all my data, even though it doesn't show on my account or my phone. When I question it they tell me that the data is pending, and the inform me of that I have used all my data. When I get my bill it shows that I have not used all of my data.Every time I try to discuss this with them they treat me like an idiot and tell me I don't know what I am talking about.

  

  Business Response

  Date: 01/04/2025

  January 4, 2025
  
  
  BBB File No. 22747498
  ****** ****** (Account No. **********
  
  
  To Whom It May Concern,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Data is transmitted in very small increments; due to this, our network carriers bundle data usage and reports 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, and these pending data records may not yet be reflected in the formal usage reporting. Pending data is not displayed in the usage totals that a customer can see until we receive the formal usage detail from the carrier.
  
  Data is reported differently than individual minutes or messages;the times and dates displayed for data usage are not the exact times when data was actually used. The times that will be displayed on the invoice and in the usage detail are 12:00 AM, 6:00 AM, 12:00 PM and 6:00 PM. As with any usage, there may be a delay before we receive the usage amounts.
  
  We have spoken with ****** ****** and explained that data is reported once the data session ends; this occurs when the phone signal moves to a new tower or the phone is put in Airplane Mode or powered completely off. We have requested Ms. ****** put her phone in Airplane Mode or power it off completely at least once per week. This will help ensure that any pending data sessions are ended and the usage is reported.
  
  As a courtesy, we have applied a credit of $25.00 plus tax to the account for any frustration caused by this issue.
  
  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:12/29/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 1st the shawty unusable service misrepresented by CONSUMER CELLULAR to me forced me to cancel December 1st they continue to charge me for service I have not received since November when I requested them to cancel my service, they say I owe them $124 now and won't stop charging me even though I have requested they shut my phone off. Please help me get these f****** parasites off of me

  

  Business Response

  Date: 12/30/2024

  
  
                 
  December 30, 2024
  
  BBB 22743261
  ****** ****** (******3831)
   
  
  Dear BBB,
   
  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; 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. Upon review, the account had extensive usage up until the date of cancelation, and all charges are 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 ************
  ********************************************************************
  ******************************