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:12/20/2024

  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.

  I received a flyer in the mail advertising a special from Consumer cellular where you can get two phone lines for fifty-five dollars and you can either get a new phone through them or bring your own. I called in a set up the phone lines. I also paid the taxes and shipping for my new phone. After, a few days a no phone was received I called in to Consumer Cellular to see what the hold up was on the new phone to only be told that I don't qualify for a new phone. They don't give phone to new costumers and if I wanted a new phone I would have to pay the nine to twelve hundred dollars for the phone and not the payment plan that was previously discussed. I stated that that was one of the reasons I switched services, so I wanted to cancel my service. I was told that in order to do that I would have to port out my number that I had just switched first. It took several days of back and forth with Consumer cellular to get this done. Which I couldn't understand because it took them less than an hour to switch me. I got my number switched over on 12/11/2024. I started the service on 11/29/2024. So, I had the service less than a month before I switched back to previous carrier. I noticed I was still getting billed and called in on 12/20/2024 to Consumer Cellular and was told not only was I still showing coverage with them but I also owed them money and my account was still open. They agreed to close the account starting on 12/20/2024 and charge me for the usage up until 12/20/2024 and I know service was with another carrier on 12/11/2024. I'm starting a suit. I'm starting with BBB to make consumers aware of their unfair and shady practices

  

  Business Response

  Date: 12/29/2024

  
  
                 
  December 29, 2024
  
  BBB 22713792
  ****** ******(*****5253)
   
  
  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. After review the account was within our risk-free guarantee period, with the balance of $82.12 being waived in full. The account is currently canceled in full with a zero balance.
   
  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:12/20/2024

  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.

  I have paid my bill for 10 months. I have all my bank statements to support this claim. They cut my phone off on 12/01/2024 They are trying to tell me I'm two mouths behind but I have made 10 payments. They are now trying to charge me for three months. When I call in it's telling me I'm 12 days late on my November payments. I just want them to give me my cell phone number back. I want to take me number and go. I ported my number to them and I want it back. My bill went up for no reason.

  

  Business Response

  Date: 12/23/2024

  December 23,2024
  
  BBB 22713203
  ***** ******** *****3231
   
  
  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 ***** Leapharts concerns regarding the balance of $104.18 due on their suspended account; it would be frustrating receiving a bill for any unknown charges. 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 balance of $104.18 includes the bill of $37.53 that was due on October 26th for the billing period 09/07/2024 - 10/06/2024, the bill of $32.51 due on November 26th for the billing period 10/07/2024 - 11/06/2024, and the bill of $34.14 due on December 26th for the billing period 11/07/2024 -12/06/2024. Once the balance of $104.18 is paid, we can reinstate the suspended Consumer Cellular account so ***** may transfer their number to a new provider.For assistance making a payment and reinstating the account, ***** will need to get in touch with 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: 01/08/2025

   I have made every payment. My last payment was Oct 25. I asked them for a payment history. I have not gotten one yet. I have bank statements to prove it. They also changed my monthly bill I have been paying ***** all year but they took it up to ***** a month.

• Initial Complaint

  Date:12/19/2024

  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, unknown location, keeps calling me with time sensitive info. I do not and never have had this provider. I called them back. The kind agent said my number is not associated with their provider, despite the first part of the call, asking for an outstanding balance of 16$. The agent claimed to have put me on the do not call list. Within hours got another call,in my opinion, perpetuating the scam, all over. Here is that # ************

  

  Business Response

  Date: 12/23/2024

  December 23,2024
  
  BBB 22710655
  ***** *****
   
  
  Dear BBB,
   
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond.
  
  We understand ***** Smiths concerns regarding being contacted over an account they do not have. We found that the phone number was listed as a primary contact on a Consumer Cellular account. We have removed the phone number and apologize for any confusion or frustration caused by this. ***** will no longer receive calls from 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 ************
  ********************************************************************
  ******************************

• Initial Complaint

  Date:12/19/2024

  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 trying to bill me for an iPhone that was compromised tge day I bought it. They allowed WhatsApp App to use my former phone numbers ************ and ************ to be used illegally as well as my Apple accounts I have lost three Apple devices because of this and it has been well documented by *****. I was told by Consumer someone was using my 6767 number from an internet landlines.When I called and and told them they immediately closed my account. I had to get a new carrier and a new phone. My contract was due to be done in March of 2025 and included in my billing. Consumer allowed all my health and my identity city to be accessed in Ajgust of 2023. They should be paying me money. I was cyberstalked by these perpetrators as well as physically. I want know more contact and this bill should be voided. And they should be in front of ******** explaining g letting others use an open phone number.

  

  Business Response

  Date: 12/19/2024

  December 19,2024
  
  BBB 22709214
  ***** ***** *****7667
   
  
  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 ***** Spitzs concerns regarding their bill and 3rd party app activity. After reviewing Davids account, we did not find any fraudulent activity involved with their phone number. Consumer Cellular does not have access to the third-party apps ***** mentioned, and we never release our customers information. ****** phone numbers had also not been compromised while active with our service. The contract that was due in March of 2025 was for ****** Easypay payment plan, which can only remain active while the account is active; otherwise, the entire EasyPay balance is due when an account with the payment plan is closed. ***** had signed the ******* agreement terms detailing the contract agreement on 3/1/2024.
  
  The remaining EasyPay balance of $435.28 is due by December 26th. Once this amount is paid,***** ***** will no longer receive an invoice from Consumer Cellular. If ***** would like to reinstate their service, we can reinstate the payment plan so ***** *** continue making monthly payments until the ************************************************* reinstating the account, ***** *** 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: 12/20/2024

   
  Complaint: 22709214
  
  I am rejecting this response because:
  Because when I changed the phone number the second time which original phone number was ************* this phone number was used as a landlines number illegally as well as when I changed the phone number to *********** I was told by their customer service the ************ phone number was being used as a landlines. ***. I called customer service the third time and I gave them this information they immediately closed tge account.

  1. This person had my number wrong and there were about 5 people using the 6767 number to make local outgoing landline numbers . These were illegals doing this and Consumer Cellular is s******* seniors. When they respond to this I will upload documentation. Consumer needs to contact ***** support because this has been well documented

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

• Initial Complaint

  Date:12/19/2024

  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.

  The Consumer Cellular customer service representative didnt listen to what I was telling her and totally screwed up my order. I ordered a replacement iPhone 16 as a supposed surprise Christmas gift for my wife. No sooner did I place the order and my wife received a text msg on her line informing her about the order. In addition, I clearly explained that it was to replace an existing line *************) on our plan, yet she went ahead added another line with an additional cost. It took me 3 times calling Consumer Cellular to get that additional number deleted from my account, and to get my billing adjusted accordingly. And then when we received the new phone in the mail and attempted to activate it, it was locked and required a 6 digit passcode to open same. Upon speaking to 2 managers at Consumer Cellular, the best that they could tell me was that I had to drive 20 miles into the city to the nearest Apple Store to have them unlock it before it can be activated. When I told them that that was totally unacceptable and wished to return the phone to Consumer Cellular, they told me that it would be returned right back to me due to being locked and requiring a passcode, despite the fact that that was how they shipped it to me. I am now obviously concerned that they shipped me a used phone. This whole experience with Consumer Cellular has been outrageous and needs to be fixed immediately. Thank you.

  

  Business Response

  Date: 12/24/2024

   
  
  December 24, 2024
  
  BBB 22708115
  ****** L ******* III (#XXXXX2641)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for any frustration ****** L ******* III has experienced with their Consumer Cellular device.
  
  ****** L ******* III placed an order for an iPhone 16 over the phone on 11/20/24. The device, which was delivered 11/22/24, was ordered to be a surprise gift for their wife, who also has a phone line on the account. Due to an automated message sent when the order was placed, the customers wife received an alert about the purchase. Additionally, the order was placed as a new line of service rather than as a replacement phone for the existing mobile number. Due to this error, the customers rate plan was changed, which resulted in higher costs on their next months invoice.
  
  On 12/17/24 ****** L ******* III called in to our *************************** and spoke with a supervisor about the error with the order. The supervisor, ****, was able to successfully correct the rate plan. We also credited the account for the overcharge and applied an additional courtesy credit. 
  
  On 12/19/24 the customer contacted us again regarding the new iPhone requiring a screen lock passcode to be entered before they were able to use the device. ****** spoke with a supervisor, ******, who advised that because we receive iPhone devices factory-sealed from *****, we do not have a way to, nor do we add a screen lock passcode on the devices we sell. ****** referred the customer to ***** Support to assist with the issue. ****** stated they would rather return the phone for a refund, but per Consumer Cellular policy any screen lock passcodes must be removed for a device to be accepted for return.
  
  We have reached out to ****** L ******* III to resolve their concerns. The customer stated they were able to successfully activate their new iPhone 16 and are no longer seeking a return or refund. We have, as a courtesy, offered a one-time credit to cover the first payment towards their new device. ****** has accepted the offer and states they have no other complaints currently. 
  
  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:12/18/2024

  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.

  ?Consumer cellular has done a bait & switch at minimum if not fraud on us. My husband had the service and he got a letter from **** stating he could add another line for $5. I had ******* and was happy and did not want to switch. I had a very good plan with them that I have now lost .I tried to explain the entire story but after writing everything it was too many characters and I have had to start again. ? I was told my phone would work with CC but after paying $350 to pay off it didn't, then had to buy a CC phone for another $300. We just got our first bill and it is $90. We signed up at $65. They are saying sorry but you were given the wrong information. They have the call and are going to pull it but told us too bad for you there is nothing we can do. It will just help them not to make the same mistake again. Everything we went over and AGREED to is in that call and that is what we are willing to pay. We want them to stick to the verbal contract that we agreed on.After googling it, this is what it says so I don't know how this can't be enforced. "Yes, a verbal contract with Consumer Cellular over the phone can be considered a legally binding contract."

  

  Business Response

  Date: 12/23/2024

  Hello,

  May we please have an extension to this case as we need more time to assist ***** and ***** Spring? 
  
  Thank you,

  

  Business Response

  Date: 01/08/2025

  December 23,2024
  
  BBB 22704781
  ***** Spring *****6523
   
  
  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 spoke with ***** Spring regarding their concerns about the cost of their bill. We understand ***** wanted the **** 55 plan; however, this plan is for two lines only. This is described on our website here: *************************************************. We apologize for any miscommunication regarding the **** 55 plan and have forwarded this experience to the appropriate department for further review and training.
  
  For additional savings, the account holder may remove the tablet as the third line since it has not been used in roughly 7 months, then add it back to the account when needed; this would save ***** and ***** ****** $14.25 a month plus tax. Although we cannot change the plan to the **** 55 plan, we have applied a $150 credit to the account as a courtesy for the minor use of the tablet.
  
  We understand that ***** had also paid off her phone to use with Consumer Cellular; unfortunately, we found it was not fully compatible with our ********** many cases, you can bring your own phone or device to our service. If the device is 4G LTE, VoLTE compatible, unlocked, and is GSM, we are more than happy to give it a try. While our **************** representatives do what they can to help configure a third-party device to our service, we cannot guarantee every device model will work with our service.
  
  Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.
   
  Sincerely,
  
  ****** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************

  Customer Answer

  Date: 01/09/2025

   
  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. Still not very happy for the fact that I was told a lot of untruths here but at this point we have no other option obviously. We just looked on our account and do not see $150 credit so please ask consumer Cellular to notify us as to when and where we're going to see this credit whether it's going to be taken off future bills or put back on our ***************** Thank you
  
  Sincerely,
  
  ***** ***** Spring

• Initial Complaint

  Date:12/18/2024

  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 have a limited monthly data plan with this company . If I go over on data usage , which I never have done , I pay extra for that month . Due to a computer error , data usage from the previous month is on this month's data usage . The company admits the computer error . Instead of fixing the computer problem , I was told to not use the service for this month as it will cause an excess on my data limit . Pretty good deal , for the company !!! All I have to do is not use the service , and pay a bill . Isn't that a load of horse apples !!!! **** fail on the part of Consumer Cellular .

  

  Business Response

  Date: 12/18/2024

  December 18, 2024
  
  BBB #********
  ********* ***** (#XXXXX4964)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for the frustration the customer is experiencing with the delayed usage reporting. We spoke with the customer on 12/18. We advised the customer that there was around 903 Megabytes of data used from the previous billing cycle that was added to the current billing cycle. 
  
  We receive usage reports from our carrier, which can sometimes be delayed. When this happens, the data usage must still be accounted for and billed for. This is specified in section 1.6 of our Wireless Customer Agreement, which is available on our website. The customer has used less than one third of the data usage available on their plan with the usage from the last period included. At this time, the customer remains on the same plan and will not incur any additional charges as long as they do not exceed the data available on their current plan. 
  
  If the customer exceeds the data available on their plan, they will be automatically upgraded to the next plan available. We offered the customer the option to disable the automatic upgrades in case he gets close to the data limit. The customer declined to disable them. 
  
  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: 12/18/2024

   
  Complaint: 22703810
  
  I am rejecting this response because: The company knows darn well it's computer made an error . I was also informed last week three separate times  when I contacted them about the problem that no data usage would go into the next month . THEY LIED TO ME !! Now they are using a user agreement to weenie out of their mistakes . Consumer Cellular  is all about themselves , and could care less about it's customers .. Any future customers should make note of that fact .
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  Date:12/17/2024

  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 send out an advertisement for their black friday deals that extended all the way until 12/31/24. The advertisement claimed that if you added a new line by then you could choose one of 4 free phones to attach to the line. I called on 12/17/24 to add the line and was told that the promotion on the specific phone I wanted (Galaxy A15 5G 64GB) expired on 12/13/24. The flyer specifically says in the fine print that phone is available until 12/31. At this point the supervisor on the phone told me that weren't available. I argued that they were perfectly willing to add that phone on the line before the promo so they must have them in stock. They continued to argue that the paper he had said the expiration date was 12/13 to which I replied the advertisement they sent out in the mail said otherwise and they continued to refuse.

  

  Business Response

  Date: 12/20/2024

  December 20, 2024
  
  
  BBB File No.
  ******** ***** (Account No. **********
  
  
  To Whom It May Concern,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. , Beginning 11/18/24, Consumer Cellular offered our Black Friday Add-A-Line and Pick A Free Device Promotion. This promotion offers a free IRIS Easy Flip phone, ******* Galaxy A15, Wireless Home Phone Base or IRIS Ally Medical device when existing customer added a new line of service 11/18/24 12/31/24. This promotion was sent via SMS, email and direct mail. While the advertisement does lists the dates of 11/18/24 12/31/24, it also clearly states Offer good while supplies last, device selection based on availability.Terms are subject to change. On 12/13/24, the terms were changed and the ******* Galaxy A15 was no longer available with this promotion.
  
  While we are unable to offer the ******* Galaxy A15 for free if a new line is added, as a courtesy, we have waived Mr. ****** most recent invoice of $82.78. We do apologize for any frustration.
  
  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:12/17/2024

  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.

  Ive been a customer since 2012. I called In today to find out why my billing amount had changed. Turns out back in May 2022 I was told my plan would change but I would be grandfathered in. Ok then she told me told that if I did a email or an e-bill I would not be charged a service fee of $5.00 dollars per month. The of the bills on email do not list charges just the amount due where to pay and a customer service telephone number. I have been charged $155(in opt out fees)over the last 31 months for one reason only which I was not advised that if I didnt include an email and auto pay also in order to avoid that five dollar a month charge. I spoke to ******** today at Consumer Cellular she gave me a three month credit at five dollars Which equals $15. I told her thank you for the credit, but I wanted to escalate the bill. I spoke to a supervisor by the name of ****. He refused his last name. I explained to him that I spoke to a customer service agent in May ******* and was told by a **************** agent **** that the service fee of $5.00 dollars per month would be waived if I had email or e-billing only. I asked him for a refund of the 31 months minus the 3 months which is 28 months times five dollars or $140. He refused to refund me. He explained to me that I have to have an email and auto pay in order to save the penalty charge of $5.00 a month. He refused to refund the money. He refused to accept the fact that his emails dont explain any of this. There is no break down on the email ******** sent each month. I am a senior citizen and feel I was misled. Your assistance is greatly appreciated.

  

  Business Response

  Date: 12/17/2024

  BBB/#********
  ****** **** (#*****3359)
  
  
  Dear BBB,
  
  Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We spoke with Ms. **** over the phone today concerning her billing and plan concerns. We apologize for any frustration these issues may have caused.
  
  Consumer Cellular is committed to providing the best value in wireless service, and our plans have not increased in cost in 25 years. Our new price plans include Unlimited Minutes for just $15.00 per month plus tax, which is lowered from our prior Unlimited Minutes plan rate of $20.00 per month plus tax. We also reduced the cost of our Unlimited Data/Texts plan. 
  
  We recently implemented changes to match current industry standards, including a $5.00 convenience fee for our customers who prefer a paper invoice and processing payments on their own. This fee is waived when enrolled in our AutoPay program and electronic billing, and customers still have full, detailed invoices available through their online account.
  
  In May of 2022, Ms. **** was changed to one of our new price plans, which offered the unlimited talk plan at $15.00 plus tax monthly instead of her prior plan at $20.00 plus tax. The new plan included the opt-out fee of $5 unless both Autopay and email billing were active on the account. 
  
  As there was no increase in what Ms. **** was being charged, and the complete invoices are available to review at any time, a refund is not due to the customer. However, as a one-time courtesy, we have provided a credit of $15 to Ms. ****** account.
  
  Thank you for allowing us to address these concerns.  Please do not hesitate to let us know if we can be of additional assistance. 
  
  Sincerely,
  
  ****** *.
  Executive Resolution Administration
  T ************ F ************
  ********************************************************************
  ******************************
  

  Customer Answer

  Date: 12/22/2024

   
  Complaint: 22698250
  
  I am rejecting this response because: consumer cellular offered $5 monthly refund which they did not process as promised. Other customers should be warned about this practice. I no longer trust consumer cellular. The sales *** did not tell the truth. It turns out $140 is do to me other in the form of payment or credit. 
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:12/17/2024

  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.

  Received an advertisement stating i could add a line and receive a ******* A15 phone for free. Valid thru 12/31/2024. Called on 12/16/2024 and was told the promo ended 12/13/2024. I asked 2 different agents if they had run out of supply on the phone and was told no the promo ended 12/13. Even though i had a written advertisement stating 12/31/2024 it did say while supplies last which is why I was asking the supply question. Well no supply issue if you BUY the phone which is what I did . Another phone carrier not honoring their own promotions . Are there any out there that you can actually trust their written words?

  

  Business Response

  Date: 12/18/2024

  December 18,2024
  
  BBB 22697403
  ******* ******** *****0743
   
  
  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 contacted ******* ******** regarding their concerns about the free ******* A15 promotion. We explained that the promotion included multiple devices and was extended to December 31st for all devices listed except the ******* A15, which expired on December 15th. The promotion covered the initial cost of these devices; however, it does not cover taxes or shipping. Since ******* placed the order only two days after the promotion ended, we applied a $169 credit to Eugenias account as a courtesy.
   
  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 ************
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