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: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.

  I'm on CC's "Unlimited" plan. CC publicizes "access to high speed data may be reduced after 50GB of use".Billing cycle ended 12/25/24 shows usage of 48.56GB.On 12/15 I received email indicating "you have now exceeded the 50GB high-speed data limit" and "while your access to data remains unlimited, you may experience slower speeds for the remainder of the current billing cycle."On 12/17 I founding "tethering" via my phone's hotspot had been disabled. Two mobile hot spots on the account had similarly been disabled. Called for clarification. At this date account showed data usage of 42.4GB. Was initially suggested this was based on projected usage. Transferred to a supervisor who indicated actual usage had exceeded the 50GB limit, triggering the 12/15 email and the disabling of tethering via phone/hot spots.Know that we rely on the mobile hotspots for security monitoring and other functions at remote locations. This does not require significant data and worked fine until CC disabled these services (vs reducing speeds, at odds with their advertising/communications)Given I remained under the 50GB usage threshold, based on CC's advertising/communications, data speeds should not have been reduced, and hotspots should never be disabled. And representatives should NEVER lie about actual data usage in defense of their inappropriate actions...

  

  Business Response

  Date: 01/05/2025

  January 5, 2025
  
  BBB #********
  ***** ******* (#XXXXX6698)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We understand Mr. ******** concerns regarding data throttling and apologize for any trouble this has caused.
  
  Unlike minute usage, which is time-stamped to the actual call time, data usage is bundled by the carrier and reported to us in batches a few times a day. These times are not when the data was used, and the amounts displayed are not necessarily used all at once. Reports from the towers can also be delayed up to 48 hours, and usage reported may not be from that day. Additionally, we receive pending reports, which typically provide usage that has not yet been finalized. However, we use both reports to determine what actions must be taken on the account. If the total data used exceeds the 50GB limit, the data speeds are reduced for the remainder of the billing cycle. Sadly, the pending report was not finalized in this case, and the accounts speed was reduced in error. We will monitor this and report to our tech team if this occurs again on Mr. ******** account.
  
  Per the Wireless Customer Agreement, if the 50GB data plan is exceeded or throttled, we may disconnect, slow down, or disable your access to tethering or data for the remainder of the billing cycle. Additionally, our services are not equivalent to, nor are they intended to be used as a substitute for, wireline internet.
  
  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:12/27/2024

  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 am not a consumer cellular customer. They started sending me emails this fall claiming I owe them $25 and that they will disconnect my cell service. I have cell service with another company. Every month they add more money, and email me. Today it's over $100. I have emailed and called in and no one has helped me. **************** has said multiple times that they'll call and email back, but nothing. They could just remove the charges and close the account as via the phone they verified that it wasn't my phone number and none of the info matched up with mine.Rather than DO anything, the person at consumer cellular started googling how I could take the matter up with Equifax once they send me to creditors!!!

  

  Business Response

  Date: 12/31/2024

  December 31, 2024
  
  BBB #********
  ****** ***** (#XXXXX3530)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We understand Ms. ****** concerns regarding this account and apologize for any trouble this may have caused. 
  
  We have closed the account under Ms. ****** name and waived all balances. Nothing is owed to Consumer Cellular. We strongly recommend that Ms. ***** take additional precautions to protect personal information by changing passwords to all accounts, especially email, banking, social media, etc., contacting credit bureaus to set a fraud alert, and contacting any financial institutions to inform them of potential fraudulent activity. 
  
  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:12/27/2024

  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.

  On December 27, 2024, I attempted to place an international phone call to ********* using my Consumer Cellular phone. I couldn't get the call to go through. I called the consumer service helpline at least four times. The last time, the *** hung up the phone. Each time, the *** would say they were turning on the international call feature and for me to turn the phone off wait a few seconds, turn it back on and I should be able to make the call. It never worked. I pay my bill each month, and the problem should be fixed on CC's end. I need to be able to get my international call through whenever I want to. Every time I try to call out of the country, I have the same problem.

  

  Business Response

  Date: 01/01/2025

  BBB 22737236
  ***** *********** (#*****5869)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize that the customer is experiencing issues with placing calls to ********* and had trouble finding a solution when contacting our customer service. We spoke with Ms. *********** and performed troubleshooting to confirm the issue was not due to specific settings installed in the phone and that their phone number was provisioned successfully on the network.
  
  After troubleshooting with no solution, we escalated their concern and confirmed that the customer could not place calls to ********* due to fraud. We have blocked customers' ability to call certain countries on our service. This is based on calling records that have been flagged as fraudulent;we have no way to override this ability. We recommended Ms. *********** visit their local ******* or ****** to purchase a prepaid international calling card to place these calls successfully.
  
  We apologize for any frustration and inconvenience this may have caused. If Ms. *********** has any further questions or concerns, she is 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 ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 01/01/2025

   
  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:12/27/2024

  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.

  The bill came into my account and was sent out due to a negative balance. The emailed me twice in one day and the supervisor said the company had been trying to contact me several times. That is not true as I only received 2 texts in one day. I immediately called and requested that I pay in 5 days when my social Security came into my account. They said I had to pay it at that time. I didn't have the money and my phone was cut off at that point. This is the first time my bill did not get paid.

  

  Business Response

  Date: 01/05/2025

  January 5, 2025
  
  BBB #********
  ***** Link (#XXXXX6672)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We were unable to reach the customer via phone or email. We apologize for the frustration the customer experienced. When we receive a payment from a bank account that is returned as unpaid, accounts are suspended to alert the account holder and attempt to receive payment for service. We send notices via email, text message, and written letter when this happens. Unfortunately, we are unable to reinstate service until the payment is made in the amount of the unpaid balance. 
  
  ***** called in on 12/27/2024 and made a payment to reinstate service, which included a $25.00 returned payment fee that we are charged by our bank. We have credited this back to the customer as a one-time courtesy for paying the unpaid balance. The customers account was automatically reinstated.
  
  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:12/25/2024

  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.

  I contacted Consumer Cellular near the end of November because my phone that was still under warranty was not charging. They wanted wanted me to ****** at the Consumer Cellular counter. The employee **** confirmed it was not charging then reset the phone back to factory settings then immediately shut it off since I only had about 10% on the battery at that time. When I got home I called Consumer Cellular back and let them know the phone still was not charging. The wanted e to send it back for a replacement. But like other phones I had to send back they always think of some excuse not to accept it, This time was no exception. They said there was a crack on the lens and there was water damage. I know there was no water damage. They had to use a magnifying glass to look it over because I sure did not see any crack before I sent it back and I did look. Consumer Cellular received the phone back kept it and charged me full price for the new phone. I'm owed the price of the phone of $ $506.95

  

  Business Response

  Date: 12/30/2024

  December 30, 2024
  
  BBB #********
  ***** **** (#xxxxx6716)
  
  Dear BBB,
  
  Thank you for contacting us regarding ***** ***** complaint and allowing us the opportunity to respond. We have included the pictures that we took of their phone when we inspected it. For a phone to be eligible to be returned for refund or warranty replacement, it must be in like-new condition. This includes not having any scratches on the phone, or physical damage including corrosion. Any physical damage to a phone voids the warranty, even if it only appears to be cosmetic. The requirement that phones must be in like-new condition with no physical damage is not one that can be waived, as it is required by the manufacturer.
   
  As a courtesy, we have sent a free return label via email for the warranty replacement device so ***** **** can return it to Consumer Cellular. After inspection, if the phone is in like-new condition, the charge for the replacement phone can be refunded.
   
  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

  I have filed a complaint last against Consumer Cellular last month. Since then this company has continued to bill me even though I switched to another company 11/28. At first Consumer Cellular rejected the port out request. I believe this was so they can continue charging me. This company needs straighten up. I told the Consumer Cellular employee on the phone that I 'm sending the phone back. They later stated before a refund can be issued they need the phone back. however, I sent the phone back about 2 months ago and yet they keep charging me.

  

  Business Response

  Date: 01/22/2025

  January 22, 2025
  
  BBB Rebuttal #********
  ***** **** (#*********)
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond once more. To initiate a transfer of a phone number, the request is first submitted by the new service provider. The account with ********************** must remain active through the transfer process, as suspended and canceled lines are not able to be transferred.
   
  The new service provider must submit the account holders first and last name, billing address, Consumer Cellular account number, and the Secure Port Out PIN we provide our customer. If the new provider submits incorrect information, the request is denied protecting our customer and their phone number. When this happens, the new service provider must update the information and resubmit it to us. Alternately, if the information is correct, the transfer is confirmed, and the account is canceled when the transfer is completed.
   
  For ****** ***** account, the port out request was submitted by the new service provider on 11/28/24. However, it was denied due to incorrect account and PIN information. On 12/23/24, a Secure Port Out PIN was provided to the customer. The port completed as of 12/24/24 when the new service provider took over the number, and the Consumer Cellular account was canceled.
   
  We understand that the porting process can be frustrating. However, the required information is there to protect our customers numbers from being ported out without their strict permission. We take the security of our customers accounts and numbers very seriously.
  
  Lastly, Consumer Cellular bills in arrears for monthly service and usage, meaning after the billing cycle ends. Because of this, when an account is closed, there is always a final bill for service provided through the cancellation date. The balance of $102.48 is for service provided from 11/09 to 12/24, the date of cancellation. As there is valid usage during this period, the charges remain valid and due. To process a payment, our customer service 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:12/24/2024

  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 ********************** for 5 years. I have never been late with a payment. I always pay through the app. They have been charging extra for paper statements for awhile, so I called to set up e-statements and auto pay to reduce the monthly fee by $5.00 per month. The lady set me up for e-statements and auto pay and gave me the 5.00 credit for Nov 2024. I asked her to go ahead and make the payment, she said it wouldnt go through, I told her I would make it then. After we ended the call, I tried making the payment, it didnt go through, I called my bank and they were having computer issues. I tried later that day and the payment went through. I received my bank statement and they had gotten paid twice. I called CC thinking I had a credit with them, but was told they only got one payment. I go to the bank and they said they had sent the payment two times, so I recalled one payment. I have talked to 4 supervisors at ** sent bank statement and bank activity report to billing at CC and they are still saying they havent received but one payment and when my bank recalled one of the payments they charged a $25 fee plus added back the ***** to my account. The bank statement also shows the tracing numbers of the two transactions, but no one seems to be able to talk to their bank to get this resolved.

  

  Business Response

  Date: 01/02/2025

   
  
  January 2, 2025
  
  BBB 22728023
  ****** ***** (#*********)
  
  
  Dear BBB,
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any frustration ****** ***** experienced caused by the billing on their account.
  
  On 12/6/24 ****** ***** contacted our **************************** During the interaction the customer requested to pay their due balance, however the agent attempted to process the transaction twice and received an error each time. ****** ***** later attempted to process the transaction using the Consumer Cellular application on their device, and after multiple failed attempts they were able to successfully pay the amount of $54.67. 
  
  On 12/14/24 ****** ***** contacted our *************************** again, advising they were charged twice for the amount of $54.67. After reviewing the account, the representative informed ****** ***** that their account only reflected one payment of $54.67 and advised the customer to contact their bank. ****** ***** has informed us that they did contact their bank, and while the bank confirmed they had experienced system issues on 12/6/24, they were able to verify two separate payments processed for $54.67 on that day.  The customer requested the bank cancel the payment, which resulted in the balance of $54.67 plus a $25 reverse payment fee being added to their Consumer Cellular account.  
  
  ****** ***** has spoken with our ******************* who requested documentation to verify the charges mentioned. After further investigating the matter, our Billing specialists were able to locate the second payment which has since been added to the customers account. We have waived the reverse payment fee, and the customers account is in good standing. We have contacted ****** ***** to apologize for the inconvenience and thank them for their understanding in this matter. We have offered courtesy credit for the inconvenience and frustration. The customer has accepted the credit offered. 
  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: 01/02/2025

   
  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:12/24/2024

  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.

  I had Consumer Cellular and canceled my service. I paid when my service began and was supposed to get a free month of service but it was only 15 days. I paid my bill every month but when I terminated service they sent me a bill for 2 months. When I contacted them they said that they give the service and then you pay for it. It was my understanding the first payment I made was for my first month service with a free month but I only got 15 days. Now they say my unpaid balance will be reported on my credit. I don't understand how I still owe any money .

  

  Business Response

  Date: 12/29/2024

  December 29, 2024
  
  BBB #********
  ****** ******** (#XXXXX5018)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We spoke with the customer on 12/29/2024. We are sorry to hear of the frustration caused by the customers bill. 
  
  ********************** 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 customers final bill is $105.93. $62.64 of this was for the billing period from 10/26 to 11/25. The remaining amount of $43.29 for the billing period from 11/26 to 12/15, when the customer ported her number out to a new provider and the account was canceled. As a result, the charges are valid. Consumer Cellular does not report to credit bureaus; however, if the balance is left unpaid, then the account may be sent to collections, which could potentially report to credit bureaus. 
  
  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: 12/29/2024

   
  Complaint: 22727542
  
  I am rejecting this response because:
  They should let you know it is post paid. I feel as though I paid my bill and owe them nothing. 
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:12/21/2024

  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.

  In August 2024, I purchased an iPhone 15 from Consumer Cellular. On Sep 27, 2024, Hurricane ****** caused devastating flooding that hit my house and displaced my family and me. During the time the flood waters raged through my house, my phone was lost to the currents. Consumer Cellular insists that I have to continue to pay for a phone that was lost through no fault of my own and will not work with me in any capacity and will not stop charging me for a phone. They will also not offer a replacement without requiring me to pay for 2 cell phones.

  

  Business Response

  Date: 12/30/2024

  We are still working with this customer, but due to the holidays, we need additional time to resolve their concerns. Can we please have an extension?

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22718571
  
  I am rejecting this response because: I understand that the holidays may impede their progress; however, I am not willing to close the case until they formally respond to my complaint. I will be awaiting their earliest response.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 01/12/2025

  January 12, 2025
  
  BBB #********
  ***** ****** (#XXXXX8717)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We attempted to reach Ms. ******* but unfortunately, we could not speak with the customer directly.
  
  We want to extend our deepest compassion to Ms. ****** and everyone who was affected by Hurricane ******. As a one-time courtesy, we have waived the remaining $646 EasyPay balance and removed the $34.00 EasyPay payment from Ms. ******* most recent invoice.
  
  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: 01/13/2025

   
  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:12/20/2024

  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.

  My issue is on or about I left T-Mobil to began ****************** with Consumer Cellular on or about 09/30/2024. T-Mobil provided the transfer pin code and I then a customer of **********************. I was under the pretense that Consumer Cellular would a great change for the Senior Citizens as myself. Once I transfered I was displeased with the service/wifi as it wasn't as great as I thought nor of the service that I had with T-Mobil. 2 weeks later I decided to change my services again but to move to **** simply because I had the **** internet so since I was leaving Consumer Cellular why not just combine my services with ****. On October 8, 2024 I walked into the ********** and moved my services from Consumer Cellular. I was assisted by the Mgr. ******* *. as we contacted Consumer Cellular the represented provided us with the Transfer Pin #'s, all was good, the services were transferred on 10/09/2024. On 11/15/2024 I received a bill in the amount of $133.18, at that time I went back to the **** store and presented the bill we were all baffled, we called Consumer Cellular and discovered the representative sent the transfer pin codes but did not disconnect the actual cell service. Since then it's been horrible trying to explain where they went wrong. Although I only had ********** for about 2 weeks of course I understood and went ahead and paid the 1st month bill but they still wanted me to pay the second month bill apparently because the bill had generated already but I was fully with **** service for the month in question. I explained to the **** that I was with **** and I can't pay 2 phone bills that it doesn't make sense. From that point on the **************** was very adimit about me having to pay that bill and we're all incorrigible. Every time I asked for a Supervisor they were just as unwilling to understand nor assist me with the Corporate info. as I was told that they were Corporate, everything was in house. So Stressfull. PLEASE HELP

  

  Business Response

  Date: 12/23/2024

  December 23,2024
  
  BBB 22716709
  ***** ****** *****1070
   
  
  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 ***** ******* concerns about being billed for service after they had transferred to a new provider; it can be frustrating to receive a bill after service has been canceled. Consumer Cellular bills are in arrears for monthly services and usage, much like a utility company. We are not a prepaid provider;service is month to month. The final account balance on ****** canceled account is $83.07, which includes the bill of $54.89 due on November 15th for the billing period 10/03/2024 - 11/02/2024, the account cancelation ******* a courtesy, we waived the remaining $28.18. The final account balance of $54.89 is valid due to the usage reported during the November 15th billing cycle; once this balance is paid, no further invoices will be sent to ***** ******.
  
  To make a final payment, ***** ****** may 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 ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22716709
  
  I am rejecting this response because again, I only had service for maybe 2 weeks and I paid the $72.84 for the 1st month but yet they want me to pay the $83.07 as they did take off $54 but the fact of the matter is just because they bill a month in advance the system apparently did not acknowledge the fact that I no longer had their service. Obviously they cannot correct the system and is insisting that I pay for where their mishap. 

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

• Initial Complaint

  Date:12/20/2024

  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 with ********************** since 2019 and have been I think a good customer but 2024 has shattered my faith in your company. In the past, I have had service issues with not being able to response to group text with over 10 people. That took two years to fix from you and me being unable to respond to my group family texts. Now, my identity was stolen in March of this year resulting in my bank account being hacked and it took months to be resolved during the whole time I let **************** know what had happened and why I could not pay my bill timely. I am now not able to make payment arrangements at all because I missed a few during that time. Not my fault and the company should not penalize me for that. In October, Hurricane ****** hit our area very badly. We are still in clean up, still having internet issues, and the phone I have not been able to pay timely because of my internet situation and not being able to work remotely. They have cut my phone off twice in this period and because my phone is the only way that I have been able to communicate during this time. I have had to scramble and borrow money just to get the service restored. Even though my phone was not working for days and I received no credit for the days in October that the phone did not work due to downed telephone towers. Now in December, I had tried to call in again and make payment arrangements and was told that I can't make arrangements again until May of 2025. I know that you need the bills paid timely but these issues that have happened to me were beyond my control and you have treated me so disrespectfully that I really have no desire to continue our business relationship. There should be contingencies for such matters other than treating valued customers like they don't matter. It is stressful enough trying to deal with the issues at hand adding more challenges through your poor customer service did not help. I owe you $62.95, one month of service. REALLY!

  

  Business Response

  Date: 12/29/2024

  
  
                 
  December 29, 2024
  
  BBB 22714653
  ***** ******** (******5976)
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. Were terribly sorry to hear about how hurricane ****** has impacted *****, and we understand these times can be difficult. Weve waived the current balance in full, $62.59, and at the time of writing nothing is owed. Normal billing will resume for the month of January.
    
  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: 01/03/2025

   
  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. However, I do have a question regarding the payment arrangements.  Am I now able to make them or do I still have to wait until May 2025 to make another payment arrangement?  Please advise and that thank you for your assistance in this matter.
  
  Sincerely,
  
  ***** ********